PROJECT REPORT

ON

HR Practices in Hotel Industry

By

HURERA NAMISH WASESA

MBA PART ΙΙ

In Partial Fulfillment

Of

Master of Business Administration (MBA)

Allana Institute of Management Sciences

EXECUTIVE SUMMARY

Project Title: Human Resource Practices in hotel industry

Organization: Vits Hotel PVT.LTD

Duration: 60 days

Name of the student: Hurera Namish Wasesa

Objectives: 1. Selection

2. Recruitment

3. Performance Appraisal

4. Training & development

Scope of Study:

Every research project, however small or large has to be significant. This project

holds significance as it targets the functional HR Practices & at the end of the findings

help evolves strategies to eradicate performance problem.

This report also provides management with selection and recruitment process, training

and development and employees job satisfaction of associates of Vits hotel.

Literature Review:

This chapter has a statement of literature review that has been used in the project for

the successful completion.

Research Methodology:

The study then proceeds to define Research Methodology & with reference to the

present study gives us a view of modus operandi that has been used in conducting this

project.

Data Analysis & Interpretations:

This chapter has been devoted to present the data obtained. Graphical analysis has

been done by way of bar charts to provide a statistical view of analysis. Followed by

interpretation the same.

Findings & Conclusion:

Finally this chapter concludes by summarizing the results of analytical procedures &

making suggestions for improvement of the organization.

INTRODUCTION

Introduction:

The purpose of the study of HR Practices in Hotel VITS is to experience the quality

& quantity required by the company. It explains the HR practices & its influences on

the performances of the individual employee. It also provides insight to the degree to

which the HR practices are affecting the behaviour of an employee at work place.

Human Resource Practices have great influence on the organisational performance,

every organisation depends on its workforce for fulfilling its operational

requirements, human resource not only subject for the professional handling the

human resource of the organisation, in wider perspective it deals with all the key

function of all the department in an organisation, it is a liason between the

organisation and the employees of the organisation, it is studied by the economists to

relate the efficiency in the productivity of the organisation. Earlier when there was no

Human Resource Department in any organisation, they still used to perform very well

because there were operations of the human resources underlying with in some other

department responsibilities, after the importance of this operation has gained

importance, they have set up this department with distinguished functions of taking

care of the employees.

However on the basis of my findings, certain recommendations and suggestions

have been provided that can help to increase the efficiency of HR practices that are

carried at Hotel Vits, Pune.

 

Objectives:

To know influences of Human Resource Practices on the employees actual

performance in hotel industry.

To know about the concept of recruitment.

To know about the concept of selection.

To know about employees performance appraisal.

To know Training and Development in the organization.

To know about employees orientation, placement & employee relations

 

Scope of the study:

This study has a wide scope as it explores the entire Human Resource practice of

the Hotel VITS along with formats and explanations.

Primary data which was collected from employees was depending upon the

responsiveness, attitude, aptitude, ethical values and constraints on account of internal

rules, regulations, norms, and perception level and understanding level, leadership,

experience, expectations and generally prevailing market trends. Hence dependent

assumptions were to be made through the analysis.

Many a time things could not get opened because of limited transparency and

openness, as a trainee is semi outsider for an organization.

The scope of the research is very vast; however the total time period available was

very limited for the purpose of study, observations, analysis, and conclusion. Second

important thing is on account of ethical and moral obligations, analysis and manager

disclosure of all pertinent and particular policies has got limitations because of his

positional accountability and responsibility.

Limitations of the study:

The study was formulated & conducted under the following limitations:

Getting time out from the associates to fill the activity sheet was a major

challenge.

Time factor was the major limiting factor as the project has to be done on

time.

INTRODUCTION TO STUDY

Introduction:

One of the fastest growing sectors of the economy of our time is the hotel industry.

The hotel industry alone is a multi-billion dollar and growing enterprise. It is exciting,

never boring and offer unlimited opportunities. The hotel industry is diverse enough

for people to work in different areas of interest and still be employed within the hotel

industry. This trend is not just in India, but also globally.

Modern hotels provide refined services to their guests. The customers or

guests are always right. This principle necessitated application of management

principles in the hotel industry and the hotel professionals realized the instrumentality

of marketing principles in managing the hotel industry.

The concept of total quality management is found getting an important place

in the marketing management of hotels. The emerging positive trend in the tourism

industry indicates that hotel industry is like a reservoir from where the foreign

exchange flows. This naturally draws our attention on HOTEL MANAGEMENT.

Like other industries, the hotel industry also needs to explore avenues for innovation,

so that a fair blending of core and peripheral services is made possible. It is not to be

forgotten that the leading hotel companies of the world have been intensifying

research to enrich their peripheral services with the motto of adding additional

attractions to their service mix. It is against this background that we find the service

mix more flexible in nature.

The recruitment and training programmes are required to be developed in the face of

technological sophistication. The leading hotel companies have been found promoting

an ongoing training programme so that the personnel come to know about the use of

sophisticated communication technologies.

What is a Hotel?

A hotel is an establishment that provides lodging and usually meals and other

services for travellers and other paying guests. The provision of basic

accommodation, in times past, consisting only of a room with a bed, a cupboard, a

small table and a washstand has largely been replaced by rooms with modern

facilities, including en-suite bathrooms and air conditioning or climate control. These

days some more additional common features are also found in hotel rooms like

telephone, an alarm clock, a television, a safe, a mini-bar with snack foods and drinks,

ironing facilities and facilities for making tea and coffee. Luxury features include

bathrobes and slippers, a pillow menu, and Jacuzzi bathtubs. Larger hotels may

provide additional guest facilities such as a restaurant, swimming pool, fitness centre,

business centre, childcare, conference facilities and social function services.

Hotel rooms are usually numbered (or named in some smaller hotels) to allow

guests to identify their room. Some hotels offer meals as part of a room and board

arrangement. In the United Kingdom, a hotel is required by law to serve food and

drinks to all guests within certain stated hours. In Japan, capsule hotels provide a

minimized amount of room space and shared facilities. A capsule hotel is a type of

hotel with a large number of extremely small "rooms" (capsules) intended to provide

cheap and basic overnight accommodation for guests not requiring the services

offered by more conventional hotels.

Hotel – The Concept

At the outset, we go through the concept of hotel. The common law says that

hotel is a place where all who conduct, themselves properly and who being able and

ready to pay for their entertainment, accommodation and other services including the

boarding like a temporary home. It is home away from home where all the modern

amenities and facilities are available on a payment basis.

It is also considered to be a place where tourist stops, cease to be travelers and

become customers. The definition presented by hotel operators to authorities of the

National Recovery Administration in Washington is found to be a more

comprehensive definition, presented by Stuart Mc Namara. The definition states that,

“ Primarily and fundamentally, a hotel is an establishment which supplies boarding

and lodging not engaged in inter – state commerce or in any intra – state commerce,

competitive with or affecting inter – state commerce (or so related that the regulation

of one involves the control of other).”

The hotel may furnish quarters and facilities for assemblage of people for

social business or entertainment purposes and may engage in retaining portion of its

premises for shops and businesses whose continuity (i.e., proximity) is deemed

appropriate to a hotel. The assemblage of people for social business and entertainment

purposes makes it essential that hotels are also furnished with a big conference hall

where the maximum possible accommodation is available. We also call it the function

room.

Origin of the word “Hotel”

Before 1760 people used to go to inns for having their lunch, dinner etc .It was

the place where families used to host their guest inns owner used to provide lodging

and boarding facility service to their guest.

To world “hostel” was used then it was called “hostelier” which means head

of unit or the place. The Norman people invented the word “hotel”. The word

“hotel” was originally in England, officially from 1760. The real growth of modern

hotel was originated in “U.S.A” with opening of “City Hotel” in New York in the

year 1974. This was the first building erected for the hotel purpose. This period also

saw the beginning of chain operation under the guidance of E.M.STATLER. It

involves big investment, big profits and trained professional to manage business.

Origin of Hotel Industry

The depreciation in 1930 had a disaster effect in a hotel industry after the

World War II and brought a tremendous up surge to hotel industry with continuous

prosperity of hotel industry.

Mass travel is a modern phenomenon that emerged after World War II. Mass

tourism continues to grow as political freedom, economic wherewithal and social

equality spread across the globe. With the economic engine of development running

at full steam, there was a growth in international travel and thereby growth in hotel

industry. Estimates abound as to the importance and size of house keeping. Certainly,

its economic contribution is critical to the global economy whether as a service to the

business community.

Background of Hotel Industry

Prior to the 1980’s, the Indian hotel industry was a nascent and slow growing

industry primarily consisting of relatively static, single hotel companies. However,

Asian games in 1982 and the subsequent partial liberalization of the Indian economy

generated tourism interest in India with significant benefits accruing to the hotel and

tourism sector in terms of improved demand patterns. Fortunes of the hotel industry

are tied to the fortunes of tourism and the general business climate in the country,

which is why the economic liberalization initiatives implemented since 1991, led to a

soaring demand and supply gap in the hotel industry.

Types of Hotels

Classification is based on many criteria and classifying hotels into different

types is not an easy task. The hotel industry is so vast that many hotels do not fit into

single well defined category. Industry can be classified in various ways, based on

location, size of property etc. The following are a few basic types of hotels:

1. Based on Standards:-

Like most of the countries in world, India also has hotels divided in different

categories depending on their location, facilities, infrastructure and amenities

provided. All the star hotels in India are government approved with continuous

control on the quality of services offered.

Five Star Hotels: - The most luxurious and conveniently located hotels in

India are grouped under Five Star Deluxe Hotel categories. Five Star Deluxe

in India are globally competitive in the quality of service provided, facilities

offered and accommodation option. These are top of the line hotels located

mostly in big cities. These hotels provide all the modern facilities for

accommodation and recreation matching international standards in hospitality.

In such type of hotel HR department are established separately and to execute

and to follow the concept of HR strictly, HR professional are hired.

Four Star Hotels: - A rung below five star hotels are Four Star Hotels, these

hotels provide all the modern amenities to the travellers with a limited budget.

Quality of services is almost as high as the five stars and above categories.

These kinds of hotels are there for the travellers with limited budget or for the

places which might not get the tourist traffic associated with larger cities. In

such type of hotel concept of HR is more or less followed.

Three Star Hotels: - These are mainly economy class hotels located in the

bigger and smaller cities and catering to the needs of budget travellers. Lesser

in amenities and facilities, these hotels are value for money and gives good

accommodation and related services on the reduced price. Services would be

stripped down version of higher categories of hotels but sufficient to fulfil

customer basic needs. In such type of hotel concept of HR may or may not be

present. If present all functions of HRD is curtailed.

Two Star Hotels: - These hotels are most available in the small cities and in

particular areas of larger cities. Catering to the backpacker tourist traffic, these

hotels provide all the basic facilities needed for general accommodation and

offers lowest prices. In this type of hotel concept of HR is absent.

One Star Hotels: - The hotels with most basic facilities, small number of

room’s locations in the far-flung areas are grouped under One Star Hotel

category. These hotels are best when customer is looking for cheapest

available accommodation option. In this type of hotel concept of HR is alien

words.

2. Based on location- The city location plays a very important role when it comes to

choosing a hotel. The hotel is required to be located in the heart of the city for leisure

travellers and the hotel is expected to be located near the respective work place for

business travellers.

City center: Generally located in the heart of city within a short distance from

business center, shopping arcade. Rates are normally high due to their location

advantages. They have high traffic on weekdays and the occupancy is

generally high.

Motels: They are located primarily on highways; they provide lodging to

highway travellers and also provide ample parking space. The length of stay is

usually overnight.

Suburban hotels: They are located in suburban areas, it generally have high

traffic on weekend. It is ideal for budget travellers. In this type of hotel rates

are moderately low.

Airport hotels: These hotels are set up near by the airport. They have transit

guest who stay over between flights.

Resort hotels: They are also termed as health resort or beach hill resort and so

depending on their position and location. They cater a person who wants to

relax, enjoy themselves at hill station. Most resort work to full capacity during

peak season. Sales and revenue fluctuate from season to season.

Floating hotels: As name implies these hotels are established on luxury liners

or ship. It is located on river, sea or big lakes. In cruise ships, rooms are

generally small and all furniture is fixed down. It has long stay guest.

Boatels: A house boat hotels is referred as boatels. The Shikaras of Kashmir

and Kettuvallam of Kerala are houseboats in India which offers luxurious

accommodation to travellers.

Rotels: These novel variants are hotel on wheel. Our very own "palace on

wheels" and "Deccan Odessey" are trains providing a luxurious hotel

atmosphere. Their interior is done like hotel room. They are normally used by

small group of travellers.

3. Based on Size of Property- The main differentiation for the categorization of hotel

is by size the number of rooms available in the hotel.

Small hotel: hotel with 100 rooms and less may be termed as small hotels.

Medium sized hotel: hotel which has 100-300 rooms is known as medium

sized hotel.

Large hotels: hotel which have more than 300 rooms are termed as large

hotels.

Mega hotels: are those hotels with more than 1000 rooms.

Chain hotels: these are the groups that have hotels in a number of locations in

India and international venues.

4. Based on the Level of Service- Hotels may be classified into economy, and luxury

hotels on the basis of the level of service they offer.

Economy/ Budget hotels: These hotels meet the basic need of the guest by

providing comfortable and clean room for a comfortable stay.

Mid market hotels: It is suite hotel that offers small living room with

appropriate furniture and small bed room with king sized bed.

Luxury hotels: These offer world class service providing restaurant and

lounges, concierge service, meeting rooms, dining facilities. Bath linen is

provided to the guest and is replaced accordingly. These guest rooms contains

furnishing, artwork etc. prime market for these hotels are celebrities, business

executives and high ranking political figures. Example: Hyatt Regency, New

Delhi.

5. Based on the Length of Stay- Hotel can be classified into transient, residential

and semi residential hotels depending on the stay of a guest.

Transient Hotel: These are the hotel where guest stays for a day or even less,

they are usually five star hotels. The occupancy rate is usually very high.

These hotels are situated near airport.

Residential hotels: These are the hotel where guest can stay for a minimum

period of one month and up to a year. The rent can be paid on monthly or

quarterly basis. They provide sitting room, bed room and kitchenette.

Semi residential hotels: These hotels incorporate features of both transient

and residential hotel.

6. Based on Theme- Depending on theme hotel may be classified into Heritage

hotels,Ecotels, Boutique hotels and Spas.

Heritage hotel: In this hotel a guest is graciously welcomed, offered room

that have their own history, serve traditional cuisine and are entertained by

folk artist. These hotels put their best efforts to give the glimpse of their

region.

Ecotels: these are environment friendly hotels these hotel use eco friendly

items in the room. Example: Orchid Mumbai is Asia first and most popular

five star ecotel.

Boutique hotels: This hotel provides exceptional accommodation, furniture in

a themed and stylish manner and caters to corporate travellers. Example: In

India the park Bangalore is a boutique hotel.

Spas: is a resort which provide therapeutic bath and massage along with other

features of luxury hotels in India Ananda spa in Himalaya are the most

popular Spa.

6. Based on Target Market- These hotels are constructed as per the segment it

wants to target.

Commercial hotel: They are situated in the heart of the city in busy

commercial areas so as to get good and high business. They cater mostly

businessmen.

Convention hotels: These hotels have large convention complex and cater to

people attending a convention, conference.

Resort hotels: These leisure hotels are mainly for vacationers who want to

relax and enjoy with their family. The occupancy varies as per season. The

atmosphere is more relaxed. These are spread out in vast areas so many resorts

have solar powered carts for the transport of guest.

Suite hotels: These hotel offer rooms that may include compact kitchenette.

They cater to people who are relocating act as like lawyers, executives who

are away from home for a long business stay.

Casino hotels: Hotel with predominantly gambling facilities comes under this

category, they have guest room and food and operation too. These hotels tend

to cater leisure and vacation travellers. Gambling activities at some casino

hotels operate 24 hours a day.

USERS OF HOTEL INDUSTRY

In marketing hotel services, it is important to know about the different types of

users availing the services with diverse aims and objectives. This would ease the task

of marketers specially while studying the behavioural profile.

The following is the classification of different categories of domestic and foreign

users.

Users of Hotel Industry

DOMESTIC: FOREIGN:

Pilgrims Political representatives

Students Trade representatives

Officials Educationists

Film stars etc. Tourists, Sportsmen etc.

CAREERS OPPORTUNITIES IN THE HOTEL INDUSTRY

Some of the careers opportunities in the hotel industry are as follows.

The industry offers more career options than most: - No matter what kind of

work we enjoy and wherever our aptitudes lie, there is a segment of the

industry that can use ours talents.

The work is varied: - Because hotels and restaurants are complete production,

distribution and service units, and managers are involved in a broad array of

activities.

There are many opportunities to be creative: - Hotels and restaurants managers

might design new products to meet their needs of their guests; produce

training programs for employees; or implement challenging advertising, sales

promotions and marketing plans.

Hospitality jobs are not nine-to-five jobs: - Hours are highly flexible in many

positions.

Many more opportunities are waiting in a queue. With these the role of HR is

drastically change. Its fields of operation in today’s worlds knew no boundary. Each

day it is confronted with new challenges in new division of hotels. Therefore before

knowing the role of HR it is essentials to know different department of the hotels as

well their functions.

DIFFERENT DEPARTMENTS IN HOTELS:

The departments are classified on accounts of it function. They are as follows:-

Core Functioning Department

Food and Beverage (F&D) Department:-

F & B deals mainly with food and beverage service allied activities. Different

divisions are there in F & B like Restaurants, Speciality Restaurants, Coffee Shop

(24 hrs.), Bar, Banquets, Room service etc. Apart from that they have Utility

services (Cleaning).

Front Office Department:-

The front office is the command post for processing reservations, registering

guests, settling guest accounts (cashiering), and checking out guests. Front desk

agents also handle the distribution of guestroom keys and mail, messages or other

information for guests. The most visible part of the front office area is of course

the front desk. The front desk can be a counter or, in some luxury hotels, an actual

desk where a guest can sit down and register.

Housekeeping Department:-

The housekeeping department is another important department in hospitality

world. Housekeeping is responsible for cleaning the hotel’s guestrooms and public

areas. This department has the largest staff, consisting of an assistant housekeeper,

room inspectors, room attendants, a houseperson crew, linen room attendants and

personnel in charge of employee uniforms. They may also have their own laundry

and valet service. Hotels with laundry and valet equipment may use it only for

hotel linens and uniforms and send guest clothing to an outside service where it

can be handled with specialized equipment.

Food Production Department:-

Food production deals with the preparations of food items. It basically engaged in

preparing those dish, which are ordered by the guest and afterwards is catered by

the F&B department. Cuisine like Indian, Continental, Thai, Italian, Konkani

(Coastal Sea Food), South Indian, Chinese, Mexican, etc. Different Chefs are

appointed for the specialty cuisine.

Support Department (Cost Centers)

Marketing & Selling Department:-

Sales and marketing has become one of the most vital functions of the hotel

business and an integral part of modern hotel management. It includes packaging

for selling, sales promotion, advertising and public relations. The marketing

division is charged with the responsibility of keeping the rooms in the hotel

occupied at the right price and with the right mix of guests.

Engineering and Maintenance Department:-

The energy crisis throughout the world has given a great importance to the

engineering department of a hotel. This department provides on the day-to-day basis

the utility services, electricity, hot water, steams, air-conditioning and other services

and is responsible for repair and maintenance of the equipment, furniture and fixtures

in the hotel. The engineering department has an important role in satisfying the guest-

demand and helping to maintain the profit level of the hotel. The cleaning, up-keep,

repair, replacement, installation and maintenance of property and its furnishing,

machinery and equipment are the joint responsibilities of Engineering/Maintenance

and the Housekeeping Department.

Finance, Accounting and Control Department:-

A hotel’s accounting department is responsible for keeping track of the many

business transactions that occur in the hotel. The accounting department does

more than simply keep the books-financial management is perhaps a more

appropriate description of what the accounting department does. Whereas the

control department is concern with cost control guidelines by way of reducing in

investment, reduction in operating cost, control of food service costs, control of

beverage costs, labour cost control, etc.

Safety and Security Department:-

The security of guests, employees, personal property and the hotel itself is an

overriding concern for today’s hoteliers. In the past, most security precautions

concentrated on the prevention of theft from guests and the hotel. However, today

such violent crimes as murder and rape have become a problem for some hotels.

Unfortunately, crime rates in most major’s cities are rising. Hence today security

department also concentrate on these additional criminal activities too.

Administration Department:-

Top organizational members usually supervise the Administration Department in

a hotel. This department is responsible for all the work connected with

administration, personnel, manpower, employee’s welfare, medical, health and

security.

Human Resource Development:-

This department has newly taken step in hotel industry and within a short span of

time it has become a very important part of the organization. It plays the role of

facilitator between the bargainable

cadre and non-bargainable cadre.

This department is the topic of our discussion. The practice, which this department

and their staff perform, is going to be learned in the light of following project.

COMPANY PROFILE

History:

Kamat Hotels (India) Limited (KHIL) is one of the fastest growing hospitality

groups among the hotels in India. KHIL was initiated on March 21st, 1986 by Late

Venkatesh Krishna Kamat, a visionary in the business. His guidance and support

helped Vithal Venkatesh Kamat, current Executive Chairman and Managing Director,

steer the company into a successful public limited company in 1994. 

Background of Kamat

Kamat Hotels (India) (KHIL), promoted by Mumbai based Kamat Group in

1986, operates a 245 room five star hotel 'The Orchid near Mumbai domestic airport.

The company also manages two hotels -- Kamats Khandla Hotel and The Kamats

Plaza. KHIL came out with its initial public offering in Oct. '94 at a premium of Rs.

50 aggregating Rs. 30.60 cr and 5.5 lac 14% NCDs of Rs. 100 aggregating Rs. 5.5 cr.

The issue was to expand and modernise The Kamats Plaza, by constructing 252

double rooms with additional facilities including restaurants, discotheques, health

clubs, etc. The estimated project cost was Rs. 111.76 cr. The company has

commenced a new tour and travel division, and also started a hotel and catering

institute in Bombay. KHIL has entered into an MoU for managing a 94-room

residential hotel at Bandra with conference and other facilities but this Bandra project

has been rescheduled due to slackness in the development at the Bandra-Kurla

complex. KHIL has purchased 25 acres of land at Kumarakum, Kerala for a resort.

Asia's first Ecofriendly certified five star hotel "The Orchid" of the company, became

fully operational with an 245 rooms during the year 1999-2000. "The Orchid" has

won prestigious award like the Ecotel Industry Pioneer Status 1999 Award, Green

Globe Achievement Award 2000, IH & RA Green Hotelier & Restaurateur

Environmental Award 1999 for outstanding contribution to sustainable tourism.

About VITS Hotel Pune

1. An overview

VITS Pune hotel in India is strategically located adjacent to the famous

Chhatrapati Shiviaji Sports Complex; this contemporary Pune Hotel maintains 208

chic rooms with 24hr in-room-dining service. Corporate travelers are provided with

four different types of boardroom to meet every business expectations. Guests are

served multi-cuisine fare in the all-day dining restaurant. The 4 star Pune hotels travel

desk takes care of all travel itineraries. There is also spacious parking space where

guests can park their private vehicles.

A winning combination of contemporary luxury accommodation and

service. Relax and enjoy online booking discount of up to 50% off on rack rate on

Hotel Rooms prices. VITS has a wide choice of places to stay for business or pleasure

in Mumbai, Aurangabad, Nagpur, Delhi, Orissa.

Outer View

Hotel Lobby

2. Location

Vits Pune is located 21 Km from Pune domestic airport, 17 Km from the railway

station minute from chhatrapati shivaji sports complex.

Adjacent to Chhatrapati Shiviaji Sports Complex,

Pune- Bangalore Highway,

Balewadi-Pune

Domestic Airport 21kms

Railway Station 17kms

Chhatrapati Shivaji Sports Complex 1minute

3. ACCOMODATION AND TARIFF

VITS Executive Room: 225 sq feet

There are 208 Executive rooms at VITS Hotel Pune, all spacious and well

furnished with wooden flooring. Each guest room is beautifully decorated and

tastefully appointed with exquisitely designed furniture and modern facilities

accommodation in Pune. 

Guests have access to in-room amenities like LCD Television with cable

connection, DVD on demand, telephone, tea/coffee maker, hair dryer, mini bar, iron

and ironing board on request. All rooms have an attached washroom with hot and cold

running water supply, and essential bathroom toiletries. For the convenience of

guests, 24 hours room service is available. It's truly unrivaled luxury. All the rooms in

the hotel offers a mix of fully furnished & spacious Executive standard Rooms.

Room Type Single Double

VITS Executive Room Rs. 4,500 /-INR Rs. 5,500 /-INR

Extra Person: 1,000 /-INR

4. Banquets & Meetings 

Ball Room Banquet: 

We proudly unveil Business Hotel Pune to you the city's largest Pillar less Ballroom -

Chambers

(6464 sq feet) :

Executive Room

Banquet Hall

Well designed and spacious Banqueting facilities to meet every expectation.

Ideal venue to host a Business event or group function. Whatever the occasion,VITS

Business Hotel Pune will deliver meticulous service, attention to detail, expert support

and outstanding cuisine, making every event that much more memorable.

VITS Hotels Pune 4 Star Hotel in India, Pillar-less Banquet Halls maximum useable

floor space, provides excellent facilities for weddings, Corporate Events, Private

Events, Conferences, Meetings, Seminar, Convention, Lunch Banquet Menu, Cocktail

Party.

5. Multi Cuisine Atrium Glass Wall Coffee Shop:

A restaurant with  the different variety of the food  with sitting capacity of 70

covers, where we are having time to time different food festivals. A wide range of

domestic and international cuisines will leave you deliciously satisfied. It is open

round-the-clock, for you to savour a selection of exotic cuisines.

6. Facilities & Amenities

Atrium coffee shop

Restaurant

VITS hotel in Pune has a number of facilities available:

Outdoor swimming pool facilities.

Gym facilities

Hot/cold water round the clock

Wi-Fi facilities

Flat LCD facilities

Tea coffee makers in rooms

Electronic safe deposits in room

Direct dial telephone

In room dining round the clock

Restaurant Bar

Laundary service

Guest transport

Snacks, Coffee, Tea, Cold Beverages, and Drinks are available 24 hrs a day which

makes free to enjoy them in the comfort of the seating area provided, the lounges,

room, and the poolside.

Facility and features in every deluxe room:

* In-room individual climate control.

GYM

* Smart card electronic room key.

* In-room electronic safe.

* Data port with high-speed internet connectivity, Voice mail

* 2-line speakerphone facility and cordless phone.

* Flat screen television with full cable access.

* Leather director chairs.

* Complimentary bathrobe and slippers.

* Massage shower.

* Rain shower.

* Goose feather pillows and duvets.

Operational Aspects of VITS Hotel

* Fresh flowers.

* Non-smoking rooms available.

* Complimentary mineral water.

* Complimentary fruits.

* Complimentary newspapers and magazine

Departments & number of staff:

Departments No. of staff

1. Front office 16

2. Housekeeping 48

3. Food & beverage service 46

4. HR & Admin 8

5. Training & Development 5

6. Accounts & Stores 12

7. Sales 16

8. Engineering 18

9. Production 46

10. Security & Guards 8 supervisors on 1 HOD &

26 Guards

11. KST 26

12. EDP 2

VITS Vision and Mission

Vision:-

VITS to be India’s most respected brand for the business traveller by

providing quality cuisine & delightful guest experience.

Mission:- To optimize returns to all stake holders, viz, our guests, business patrons, and

vitizens through our passion for work and spirit of service.

Goals:- Have more than 20 Hotels (200 rooms under VITS brand).

Maintain 70% occ. throughout the chain.

Maintain 50% GOP across the group.

Our Values:-

1. Integrity

2. Customer Focus

3. Commitment to excellence

4. Value for people

5. Accountability for results

6. Teamwork

7. Competitiveness

8. Change through continuous learning

Our Strategies:-

Continuously develop our people with best HR & training

Increase our networks of Hotels across India using ownership &

management

Leverage our sytem, processes and size to deliver revenue and profits

Key Features of VITS Hotel

Guest, Rest, Best

When you stay at VITS, you will experience that guest can rest best here

100% Guest Satisfaction:

Our goal at VITS is 100% guest satisfaction, which we guarantee. If you aren’t

satisfied with something, please let us know during your stay and we’ll make it right

or you won’t pay. It’s guaranteed.

Online Price Guarantee:

On vits.com, you will get the best price online - we guarantee it. When you book your

reservation on vits.com, you can be confident you’ve gotten the best price for your

next visit.

High –Speed Internet:

Stay connected at VITS hotels with our High-Speed Internet. Plug into this great

value and stay productive.

Business Class:

Enjoy a Business Class stay, with upgraded amenities and services that help you work

and relax. Book a Business Class room for your next trip and discover how truly

enjoyable your stay can be.

Hour Xpress Laundary:

Need clean clothes in a hurry. Utilize our 3 Hour Express Laundry service. Just bag

up your laundry, call the front desk and we’ll return your items fresh, clean, and

pressed within 3 hours.

S.W.O.T. Analysis of VITS Hotel

Strengths- characteristics of the business or team that give it an advantage

over others in the industry.

Weaknesses- are characteristics that place the firm at a disadvantage relative

to others.

Opportunities- external chances to make greater sales or profits in the

environment.

Threats- external elements in the environment that could cause trouble for the

business.

Strengths of VITS Hotel Pune:

I. Brand of High Repute- The brand Vits Hotel Pune belongs to Kamat Group of

hotels. Kamat Hotels (India) Limited (KHIL) is one of the fastest growing hospitality

groups among the hotels in India.

II. Locational Edge- The Vits hotel is the closest to chhatrapati shivaji sports

complex Pune. The hotel is located 21 Km from Pune domestic airport, 17 Km from

the railway station and 1 minute from chhatrapati shivaji sports complex.

III. Widely well Accepted F&B options – A restaurant with  the different variety of

the food  with sitting capacity of 70 covers with different food festivals. A wide range

of domestic and international cuisines. It is open round-the-clock, to savour a

selection of exotic cuisines.

IV. Spa of International Standard- Spa is India’s finest urban spa, offering a

complete wellness experience with a choice of massages and the right blend of Asian

traditions and European therapies. In all its detail—its self-contained, opulent-themed

suites are equipped with a one of a kind aqua bed that offers a floating experience,

Vichy shower, hamam table and experience shower—the spa is designed to comfort,

pamper, relax, replenish and rejuvenate. The Fitness Studio most exclusive state-of-

the-art gym, offering fitness programmes designed to help guests maintain their

routine while traveling. The gym is equipped with multiple cardiovascular machines,

bicycles, treadmills and strength training equipment.

V. GRAB And RUN- Vits hotel believes that the guest needs something

nutritious for breakfast. The guest may have breakfast on the go with no time for a sit-

down breakfast. The hotel offer the Grab & Run takeaway breakfast. Tea and coffee

in disposable cups along with fresh fruits and energy bars are available on a special

table in the lobby so that none of our guests miss out on the most important meal of

the day. Now, a range of healthy and nutritious items have been added to the Grab &

Run menu, including seasonal fruit like apples, peaches, plums and bananas, and

energy bars with low sugar, low cholesterol and low fat content.

Weakness of VITS Hotel Pune:

I. Limited Room Inventory- At times, the reservation has to deny guests due to

limited inventory. Although there are 208rooms, but the some are under renovation.

The hotel has base category, superior rooms and suits.But the majority is under

renovation. Due to low inventory, the hotel incurs a high fixed cost per room.

II. Very Far Stretched Renovation- Some part of the hotel has been under

renovation for last couple of years. The exterior beauty has also been spoilt to some

extent because of the renovation. The renovation is taking place in two separate

blocks which are not functional currently. Since some rooms are located near those

blocks, if they are assigned to guests, they feel disturbed with negligible noise that

comes. Apart from that, there is a lot of dust which enters into the guest area. The

housekeeping has to be on toes to keep it neat.

III. Limited Superior Category &Twin Bed Rooms- As already mentioned, the

hotel is under renovation. The number of superior category and twin bed rooms is

limited in the hotel.

IV. Located Away From The City & Tourist Attractions- The hotel targets

business travellers and not much of leisure travellers. The reason behind it is that the

hotel is located very close to the corporate Hub, Hinjewadi. As compared, it is not

very closely located to the places of tourist attraction.

Opportunities of VITS Hotel Pune

I. Upgraded Rooms- The rooms that are now been renovated and functional have

been upgraded. Every room has an electronic safe. The furniture used is of extreme

comfort. Every room has special arrangements to avoid any noise entering the room.

II. Upcoming New Restaurant & Bar- The management is into a continuous process

of upgradation. The hotel is coming up with a new bar and a new restaurant for their

guests.

III. The Growth In Market- The hotel has a proximity to the IT HUB. These parts

can easily be accessed from the hotel. So, more corporate can be targeted.

Threats for VITS Hotel Pune:

I. Upcoming hotels within nearby locations- The hospitality area of pune will be

coming up with numerous international hotels that would give a competition on basis

on price, services and location.

II. Low Rates offered by high inventory and newly opened Hotels - There are a

few hotels which have a high inventory. Due to this they can offer rooms at low rates

to clients as they can make over the fixed cost easily.

ORGANISATION STRUCTURE:

General Manager

Deputy General Manager

HEAD OF DEPARTMENTS

FRONT OFFICE

ACCOUNT & STORES

HOUSE KEEPING

SALES

ENGINEERING

PRODUCTION

FOOD & BEVERAGES SERVICES

HUMAN RESOURCES & ADMIN

TRAINING & DEVELOPMENT

SECURITY

KST (KITCHEN STEWARDING)

EDP (ELECTRONIC DATA PROCESS)

Assistant Manager/Supervisor

Associates/Trainees

LITERATURE REVIEW

Introduction:

HR PRACTICES

The success of any business depends as much on appropriate, effective, well-

communicated, HR and business practices as it depends on meeting the requirements

of mandated laws and regulations. In fact, good planning and the development of

effective practices make regulatory compliance much easier. HR practices helps in

increasing the productivity and quality, and to gain the competitive advantage of a

workforce strategically aligned with the organization’s goals and objectives.

KPI’s for HR PRACTICES

Some of the key performance indicators for Human Resources include but are not limited

to the following.

• Employees’ clarity on HR policies

• Employees’ clarity on roles, responsibilities and expectations

• Development of qualitative staff 

• Number of HR issues arising for which there are no clear policies and guidelines

•Competitiveness of compensation structure relative to industry benchmark 

•Usefulness and accuracy of compensation survey

•Lead time to respond to staff welfare issues

• Employees’ assessment of promotion criteria and process (clarity, fairness)

•Measurement of HR policy violation

•Average time required to fill vacancies

•Proportion of training programs resulting in productivity improvement

• Staff attrition rate

• Understanding / Clarity of the Organizational philosophy

•Outline internal capabilities and identify gaps on skills-competencies-behavioural

aspects

•Prepare HR strategic Objectives and bring in clarity as to how the HR strategy

supports the organizational strategy

•Develop KPI’s for each of the strategic objectives.

•Track and measure performance

Human Resources Best Practices

The best practices in the management of human resources are the ones which

optimize a workforces that it can not only get work done, but also ensure a greater

level of efficiency, timeliness and quality as it accomplishes increases productivity

overall. Hence the job of the best practices human resources firm is to make sure that

these benefits and pay scales meet the company’s budget while remaining attractive

and competitive enough to pulling the very best talent possible. We should know that

these figures put the company in a good light while also presenting themselves as

engaging and competitive for company’s recruitment efforts.

OBJECTIVE OF HR PRACTICES:-

The main objective of HR Practices is to differentiate the organization from its

competitors by effective and efficient HR Practices. By following this, the

organization does its whole work process. The objective of HR Practices is to increase

productivity and quality, and to gain the competitive advantage of a workforce

strategically aligned with the organization’s goals and objectives. As The Transparent

HR practices can reduce attrition, Because-Transparent HR practices ensure

continuous business growth in every organization.

It gives the suitable working environment to the employees.

The success of company motivates the employees of organization to continue

relationship with it. As all the employees Perks chart has been mentioned

according to their designation in the HR practices, it helps the employees to

know what their perks charts are. So it creates a transparency.

Objectives of the PROJECT

As we know the whole function of HR department depends upon the HR Practices of

the organization. The HR management is done according to the HR Practices of the

company. Which things to be done and which things should not be done depend upon

this only. It also helps the organization to achieve the target of the organization. The

HR policies of the organization have been mentioned in the HR Practices. All the

rules & regulations for the employees have been also mentioned in this. All the

welfare of the employees’ processes is also mentioned in this. So the study of the HR

Practices means basically the brief study of all HR functions in the organization. I

believe the HR Practices is a vital part of an organization, which helps the

organization to achieve the goal of the organization. All companies are having their

HR Practices but the company who is having the best, is the most successful company

among its competitors. So the company can get success within its competitors by

applying best, effective HR Practices. The main objective of the project is

To understand the HR practices followed.

To know what are the uses of HR practices for any organization. How these

HR Practices help any organization to know its stand in the market and to be

competitive by implementing good HR Practices for their employees.

To understand how the organization would achieve its goals by implementing

good HR Practices.

To understand the work culture of the organization. HR function is very

important in every organization. It helps the organization to manage not only

the people of the organization but to manage all the working processes in it

also. HR is management function that helps management to recruit, select,

train & develop members for an organization. Obviously HR is concerned

with the people’s dimensions in organizations. HR refers to set of programs,

functions & activities designed and carried out.

HR Practices of VITS Hotel:-

Effective and Efficient HR Practices are very important for every organisation. So

VITS also has it HR practices, which helps it a lot to achieve the targets.

Human Resources management executives in any organisation endeavour to change,

redefine, revisit, renew, reinvent, revitalize & restructure the organisation

architecture. This is effectively done with the help of alignment & integration of HR

policies & strategies with business goal & objective.

Recruitment & selection, Performance appraisal, Training & development,

Orientation & placement, employee relations are all together 6 HR Practices that is

Practised in Hotel Vits.

Definition of HRM

Human resource management is the management of employees skill, knowledge

abilities, talent, aptitude, creativity, ability etc. different terms are used for denoting

Human Resource Management. They are labour management, labour administration,

labour management relationship, employee–employer relationship, industrial

relationship, human capital management, human assent management etc. Though

these terms can be used differently widely, the basic nature of distinction lies in the

scope or coverage and evolutionary stage. In simple sense, human resource

management means employing people, developing their resources, utilizing,

maintaining and compensating their services in tune with the job and organizational

requirements.

HR Practices practiced in VITS Hotel are:

Recruitment

Selection

Performance Appraisal

Orientation & Placement

Training & development

Employee Relations

RECRUITMENT

In simple terms, recruitment is understood as the process of searching for and

obtaining applicants for jobs, from among whom the right people can be selected.

Recruitment is the process of finding qualified people and encouraging them to apply

for work with the firm.

Managerial Roles

Responsibility for the overall recruitment process is assigned to human

resources managers in hotel Vits. They are responsible for designing and

implementing a recruitment program that will meet the hotel industry’s personnel

needs while complying with all legal requirements. This responsibility includes

finding sources of applicants; writing and placing advertisements; contacting colleges;

agencies and labour unions; establishing procedures to guarantee equal employment

opportunity; and administering the funds the firm has budgeted for recruitment.

In hotel Vits recruitment is done by Advertisement, Recruitment Agencies, on

net (Naukri.com). And it is also done by the way of College Campus, Placement

Service.

Sources of Recruitment

The given fig. represents the factors that normally affect the recruitment

process. These factors add additional function to that of HR manager.

Fig: Sources of recruitment

Types of Recruitment

In hotel industry, the types of recruitment are:

Internal Recruitment

Internal recruitment seeks applicants for positions from those who are currently

employed. Internal sources include present employees, employee’s referrals,

former employees, and former applicants.

External Recruitment

Internal Forces Transfer Promotion Upgrading Demotion Retired Employees Retrenched

Employees

External Forces Press Advertisements Educational Institutes Placement Agencies Employment

Exchanges Labour Contractors Employee Referrals

Recruitment

Finding qualified applicants from outside the organization is the most difficult

part of recruitment. The success of an expanding hotel industry or one with many

positions demanding specialized skills often depends on the effectiveness of the

organizations recruitment program. Specifically, sources external to an

organization are professional or trade associations, advertisements, employment

exchanges, college/university/institute placement services, consultants, displaced

persons, radio and television, acquisitions and mergers and competitors.

Recruitment Process

HR practices its function in each and every stages of recruitment. The

process comprises five interrelated stages, viz.

(i) Planning

(ii) Strategy development

(iii) Searching

(iv) Screening and

(v) Evaluation and control.

The function of HR is to make the selection procedure an ideal one. The ideal

recruitment programmed is the one that attracts a relatively larger number of qualified

applicants who will survive the screening process and accept positions with the

organization, when offered.

Recruitment Process

Personnel Planning

Job Vacancies

Job Analysis

Recruitment Planning-Numbers-Types

Employee Requisition

Searching Activation“Selling”-Message-Media

Screening Potential Hires

Applicant Pool

To Selection

Evaluation & Control

Strategy Development-Where-How-When

Applicant Population

SELECTION

Selection is a process of picking individuals (out of the pool of job applicants)

with requisite qualifications and competence to fill jobs in the organization. Different

hotels apply different methods and procedure for recruitment as well as selection. It

basically depends on the management policies and the size of operation.

Selection Process

Selection is a long process, commencing from the preliminary interview of

the applicants and ending with the contract of employment. Fig. shows the

generalized selection process. In practice, the process differs among organizations and

between two different jobs within the same organization. Selection procedure for

senior managers in Vits hotel is long-drawn and rigorous, but it is simple and short

while hiring shop-floor workers. In most of the hotels the selection procedure is

different for people in different department as well as for different post.

SELECTION PROCESS:

 

1. PRELIMINARY INTERVIEW:

The purpose of preliminary interviews is basically to eliminate unqualified

applications based on information supplied in application forms. The basic objective

is to reject misfits.

2. SELECTION TESTS:

Jobseekers that pass the preliminary interviews are called for tests. These tests may be

Aptitude tests, Ability tests etc to judge how well an individual can perform tasks

related to the job.

3. EMPLOYMENT INTERVIEWS:

At this step interview is formal and in-depth conversation between applicants

acceptability. It is considered to be an excellent selection device.

4. REFERENCE AND BACKGROUND CHECKS:

These checks are conducted to verify the information provided by the candidates.

Reference checks can be through formal letters, telephone conversations etc.

 

5. SELECTION DECISIONS:

After obtaining all the information the most critical step is the selection decision to be

made. The views of the line managers are considered generally because it is the line

manager who is responsible for the performance of the new employee.

6. PHYSICAL EXAMINATION:

After the selection decision is made the candidate is required to undergo a physical

fitness test.

7. JOB OFFER:

The next step in the selection process is the job offer to those applicants who have

crossed all the previous hurdles. It is made by away of letter of appointment.

8. CONTRACT OF EMPLOYEE:

Once the job offer is accepted certain documents need to be executed by the employer

and the candidate. Here a formal contract of employment is prepared and agreed

upon.

General Selection Process

External Environment

Internal Environment

Selection TestPreliminary Interview Employment Interview

Physical Examination Selection Decision Reference & Background Analysis

Job Offer

Employment Contract

Evaluation

RA

RA

RA

RA: Rejected Applicants

Fig: General Selection Process

Selection Process for Managerial Department in VITS

Pre-placement Presentation

Group Discussion

Extemporization

Written Aptitude Test

Preliminary Interview

Psychometric Test for short

listed candidates

Final Interview with senior

management

Letter of Offer

Selection Process for House Keeping Department in VITS

Pre-placement Presentation

Group Discussion

Eye for detail test

Preliminary Interview

Letter of Offer

Final Interview with senior

management

Selection Process for Chef in VITS

Pre-placement Presentation

Written Technical Test

Group Discussion

Personal Interview

Food Trial

Letter of Offer

ORIENTATION AND PLACEMENT

Orientation

Orientation is called as induction. It is the planned process of introducing new

employees to their jobs, their co-workers and the organization. The main purpose of

induction is to relieve the new employee from possible anxiety and make him or her

feel at home on the job.

These orientation programmes are carried out formally as well as

individually/collectively in the hotels. These programmes are carried from 1 weak – 2

weak.

In hotels Vits the time spared on orientation programme is one week. In

many Hotels, the problem faced during orientation programme is of adjusting

schedules.

The topics, which are covered in the induction programmes, are given in the

following table:

Organizational Issues

History of employer Product line or services provided

Organization of employer Overview of production process

Names & titles of key executives Company policies & rules

Employee’s title & department Disciplinary regulations

Layout of physical facilities Employee handbook

Probationary period Safety procedure & enforcement

Employee Benefits

Pay scales and pay days Insurance benefits

Vacations and holidays Retirement programme

Rest breaks Employer-provided services to

employees Training & education benefits

Counseling Rehabilitation programmes

Introduction

To supervisor To co-workers

To trainers To employee counsellor

Job Duties

Job location Overview of job

Job tasks Job objectives

Job safety requirements Relationship to other jobs

Placement

After orientation comes placement. Placement refers to the assignment of a

new employee to his or her job. The jobs of HR are simple where the job is

independent, but where the jobs are sequential or pooled, HR specialists use

assessment classification model for placing newly hired employees. For example the

job of placing a waiter to its position is quite simpler as compared with that of the

placing the employee at managerial level. The job of placing a waiter to its position is

called an independent job but the job of placing employee at managerial level can be

considered as sequential or pooled job.

TRAINING AND DEVELOPMENT

Training and development activities are designed in order to impart specific

skills, abilities and knowledge to employees.

Effective training is basic ingredient of success in the hotel industry. The

concept of training is endorsed my most managers in the hotel industry, yet managers

often give little thought to the training function in the context of their own business or

departmental responsibilities until something goes wrong! One of the main problems

in hotel industry is that investment in training and development of employees is a

reactive process for many companies. Frequently, training and development arises as

the result of significant change in the operational environment or as a consequent of

crisis such as staff turnover or major departmental problems. Training is then used to

cope with the immediate difficulty. This process may be proved costly to hotel.

Whereas development refers to learning opportunities designed to help employees

grow and evolve a vision about the future.

Here the job of HR is to identify the training need and then accordingly to

design the suitable programme for that. Training within a hotel provides the best

opportunity to influence the attitude and performance of employees. The training

programmes include is such as introduction, fire, food hygiene, control of substances

hazardous to health, manual handling first-aid, technical skills, product knowledge,

and customer service.

In Vits hotel the training methods used are both On-the-job as well as Off-

the-job.

Methods and Techniques of Training

A multitude of methods of training are used to train employees. Training methods are

categorized into two groups and they are:

1. On-the-job training (OJT)

2. Off-the-job training

1. On-the-job training: On-the-job training is primarily learning by doing and, as

such, is probably the most used and most abused approach to training. Like other

form of training, OJT requires planning, structure and supervision to be effective

for developing a variety of practical and customer-oriented capabilities. When

done correctly, OJT is a sensible and cost effective method for training and

assessing trainees’ progress in jobs such as retail sales, food and beverage

operatives, and check-in and check-out positions. Some of the On-the-job methods

of training are orientation training, job-instruction training, apprentice training,

internships and assistantships, job rotation etc.

For example, at Domino’s Pizza, approximately 85% of employee training is OJT.

It also provides trainees with a list of sequential steps that should be followed to

perform the task correctly, as well as the list of tools, materials, and equipment

needed to do the task. Finally, the training aid provides an evaluation form for

providing feedback to the trainees.

2. Off-the-job training: Off-the-job training allows for the development of broader

and more conceptual skills while providing a practice environment in which error

need not be so costly. There are three main forms of off-the-job training: In-house,

External, and Independent.

In-house off-the-job training may take several formats including lectures

and other classroom techniques, discussions, demonstrations, case studies and role

plays, and simulations. What distinguishes in-house off-the-job training from

other type of off-the-job training is that in-house training is conducted away from

the physical location where the job is actually carried out, but still on company

premises.

Like in-house off-the-job training, external off-the-job training can also

take a variety of forms. Such training may be tailored to the company’s specific

need or it may be offered on a more general basis; it may focus on special

disciplines related to hospitality.

Independent off-the-job training refers to training methods that are

controlled and managed by the learner. A number of these training options which

are becoming increasingly important to employees in the hotel industry are:

*Distance/open learning or training (may involve correspondence teaching,

use of television or radio, video-conferencing, etc.)

*Computer-assisted learning

*Interactive-video learning

The Training Process

Assessing Training Needs

Preparing the Training Plan

Specifying Training Objectives

Designing the Training Programs

Selecting the Instructional Methods

Completing the Training Plan

Conducting the Training

Evaluating the Training

Planning Further Training

Extensive coverage of Training Programme at VITS

At Vits the employees are there assets. They believe that every employee has the

potential to make a successful, long-term career within the company, upholding the

true values that have been the foundation for the phenomenal growth of the Kamat

Group. He or she is the very reason for there survival.

VITS Management Training Programme (Operations/ Food Production/

Housekeeping)

This intensive management training programme prepares young people as thorough

professionals.

VITS Hospitality Training Programmes

The VITS hospitality training program has been designed to train the trainees to the

level of “Supervisor” in any of their operational departments. “Learning comes by

doing”, based on this principle the on-the-job training is build in as very important

component of entire program. The program follows a systematic process including

induction, theory classes, on-the-job training, evaluation, appraisals and assessments.

VITS Management Training Programme

Each year, the Group fortifies its operations functions with raw talent from the

best hotel in the country. A typical career path could include joining as a VITS

Management Trainee and attaining the position of a general manager of a hotel by

lateral movements through various functions such as Human Resource, Sales, Food &

Beverage and Front Office.

An 18-month intensive management training programme that prepares for profit

centre management

First 12 months, the Management trainee focuses on practical (On-the-Job

training) and theoretical exposure to the fundamentals in hoteliering.

Next 6 months, the management trainee receives inputs that combine elements of

management including Management Development, Architectural Appreciation,

Human Resources, Materials Management and Accommodation.6 months training

as a Shadow Manager/Shadow Chef.

The program provides educational exposure and development commensurate

with an MBA in hospitality. The management trainees are also expected to complete

live projects during their training period.

Food Production

The Management Training Programme – Food Production is the premier hospitality

management-training programme for culinary education in the country. The Food

Production Programme focuses on culinary skills and the managerial ability to run

kitchen operations. Recruitment for this programme commences in the months of

October/November.

It includes:

An 18-month intensive management-training programme, which prepares trainee

for Profit Centre Management

6 months training as a shadow manager/shadow chef

In order to sustain there position of strength in Food and Beverage,

participants undergo specialization in cuisines.

Housekeeping Executive Development Programme

Housekeeping Executive Development Programme is a one year intensive

housekeeping training programme, which prepares trainee for a career in

housekeeping and accommodation. Recruitment for this programme commences in

the months of October/November.

Duing the first 6 months of the programme, the management trainees undergo

technical training in classroom accompanied by on-the job exposure. Inputs include

interiors, finance, human resources, architectural design, fabric and styling. The next

6 months include on-the-job training.This is an exclusive “Earn while you Learn”

opportunity, offering attractive stipends to programme participants.

Stipend + benefits

Subsidized accommodation during the training period.

PERFORMANCE APPRAISAL

Performance appraisal refers to the assessment of an employee’s actual

performance, behaviour on jobs, and his or her potential for future performance. It is

done generally for the purpose of assessing training needs to employee, to effect his

promotions and to give him pay increase, retention or termination.

Though there are different methods of performance appraisal only one method that is

commonly used in Vits Hotel is Rating Scale Method.

In Vits hotel the performance appraisal is done on yearly basis but sometimes

briefing of employee is done on day to day basis.

Purpose of Appraisal:

Appraisal has three purposes:

To help improve performance by identifying strengths and weaknesses

and by getting things done which will develop the former and

overcome the latter.

To identify those with potential for greater responsibility, now or in the

future, and to provide guidance on what should be done to ensure that

this potential is realized.

To assist in deciding on pay increases which fairly equate the level of

reward with the level of performance.

ADVANTAGES OF EMPLOYEE PERFORMANCE APPRAISAL

The principal advantages of employee performance appraisal are:

It provides a regularly scheduled uniform system of reviewing the employee’s

performance and an opportunity for exchanging views about each other, i.e.

the department and the employee.

It gives evidence of management’s interest in the individual employee.

It induces supervisors and department heads to think more seriously and

objectively about the performance of their employees.

It gives an opportunity to an employee to know his plus and minus points and

to improve his performance.

It provides and objective basis for many types of personnel decisions

including pay increase, training, promotion etc.,

Employee performance appraisal indicates whether the present job makes full

use of an employee’s abilities and if any change is desirable in his duties, what

kind of training is required to improve his performance.

DISADVANTAGE OF APPRAISAL

Appraisals are a waste of time and effort unless some form of counseling results from

them. An appraisal should not be thought of as

1. The employee telling the manager how he / she is doing followed by

2. The manager dispensing wisdom.

An appraisal must be worked through together by appraiser and appraised. Before

you can really discuss and evaluate performance, you most decide on the results that

you as a manager expect to see and these goals must be agreed on. It is always

advisable to have something definable and / or measurable to appraise.

Challenges of Performance Appraisal

Create a culture of excellence that inspires every employee to improve or lend

himself or herself to be assessed.

Align organizational objectives to individual aspirations.

Clear growth paths for talented individuals.

Provide new challenges to rejuvenate careers that have reached the plateau stage.

Forge a partnership with people for managing their careers.

Empower employees to make decisions without the fear of failing.

Embed teamwork in all operational processes.

Debureaucratise the organization structure for ease of flow of information.

Performance Appraisal Process

Fig: Performance Appraisal Process

Objectives of Performance Appraisal

Establish Job Expectations

Design an Appraisal Programme

Appraise Performance

Performance Interview

Use Appraisal Data for Appropriate Purposes

EMPLOYEE RELATIONS

As the name suggest it is all about maintaining relationship with the employee. It

includes all terms that are concerned with the employee like employee remuneration,

incentives payments, employee benefits and services, employee welfare, safety and

health issue, trade unions etc. Here it’s where the HR manager communicates with

employee about their problems, suggestion and so on. All these steps are followed in

order to retain best employee.

Employee Remuneration

In Vits hotels, the human resource department plays a crucial role in determining

the remuneration policy of employees. For this they take into consideration all

external as well as the internal factors. By this they have to deal with external factors

like labour market, going rate, cost of living, labour unions, labour laws, society and

the economy as well as internal factors like company’s ability to pay, job evaluation

and performance appraisal and the worker himself or herself. In hotel industry both

financial as well as non-financial methods of remuneration are followed.

Incentives Payments

It is seen that HRD are highly involved in deciding the incentives programmes. As

this department is involved in deciding the remuneration programme, they are serving

as the foundations for most incentive plans. The management of these plans is

collaborative. These incentives schemes are for direct workers who work in batches,

as well as for indirect workers.

Employee Benefits and Services

The HRD has a major role in the development and management of benefits

programs. These benefits are designed by HRD in order to suit the requirement of

employee. And further, they are sent to the top management for approval. Thereafter

they are implemented. These benefits, which are given to the employee, are both

financial as well as non-financial.

Some of the benefits and services, which are practiced in the hotel industry are as

follows:

Legally required payments

Old age, survivors, disability and health insurance

Worker’s compensation

Unemployment compensation

Contingent and deferred benefits

Pension plans

Group life insurance

Sick leave

Maternity leave

Payments for time not worked

Vacations

Holidays

Voting pay allowances

Employee Welfare

Labour welfare refers to taking care of the well being of workers by employers,

trade unions, and government and non-government agencies. Recognizing the unique

place of the worker in the society and doing good for him/her retaining and

motivating employees, minimizing social evils, and building up the local reputation of

the hotel are the arguments in favour of employee welfare. Hence this area has

generated one more area for practicing of HR roles.

Safety and Health Issue

Since the hotel industry, is the service industry, hence the safety and health aspects

of employee is concern for the organization, as employee are assets of service

industry. The whole and soul responsibility of employee health and safety measures

lie on the shoulder of HR department. Hence such types of measures reduce the

chances of accidents.

Trade unions

Trade unions are voluntary organizations of employees or employers are formed to

promote and protect their interests through collective action. Contrary to popular

perception, unions are not meant only to organize strikes. Their presence is felt in all

HR activities of an organization. Unions have political affiliations. But some hotels

experience tremendous pressure from these trade unions whereas in some hotels trade

unions are present for name sake only. The unions, which are present in most of the

hotel, are Bhartiya Kamgar Sena (headed by Shiv-Sena).

RESEARCH METHODOLOGY:

The main objective of this chapter is to present a general idea of the design of

research undertaken for the present study to examine the practical impact of HR

practices on the performance of employees at Hotel Industry.

Introduction:

This segment contains details about the research process undertaken for the current

investigation & carry on with classification of the data collection & analysis methods

adopted by the researcher along with the sampling techniques. At the end of these

chapter ethical approaches is presented to include the issues regarding observation

that has incurred and influenced.

RESEARCH OBJECTIVES:

The research has been undertaken with following objectives.

To study the Human Resource Practices in Hotel Vits

To study the methods & process of Recruitment & selection, Performance

Appraisal, Training & development.

This project report is based on primary as well as secondary data.

*PRIMARY DATA:

"The primary data is the data collected afresh & first time and happens to be

the first hand information.”OR" The primary data is data which is collected by

researcher directly from the respondents".

There are various methods of primary data collection, such as:

1. Observation method

2. Interview method

3. Questionnaire

4. Schedules etc.

 Sample size:

It means the number, of persons or items selected from the universe to constitute a

sample. The sample size of this project is 50 employees of Hotel VITS. The sample

size for performance appraisal is 25

Sampling technique:

It refers to the method to be applied / the technique to be used in Selecting the

Sample. The technique used may be deliberate or purposive sampling, random

sampling, systematic sampling, stratified sampling, area sampling, and extensive

sampling.

The sampling technique applied for this project report is Simple random

technique

 

Study period

Study period refers to the time and duration required for the researcher to complete

his research.

Study period for this research report is: 60 days in total.

 

Tools for data collection:

The tools / methods used to collect primary data for this research report are through:

1. Personal face-to-face interview

2. Questionnaire method.

3. By Observation

*SECONDARY DATA:

"The data which is collected by someone and gone through the statistical process is

called secondary data.” OR" The data which is collected by someone and used for the

purpose of research by another person is called secondary data.

 

Tools for secondary data collection:

The tool / methods used for collecting secondary data for this project report are

different websites of manpower, Google, HR reports of the company, company profile

magazines.

DATA ANALYSIS AND INTERPRETATION

After data have been collected, the researcher turns to the task of analyzing them. The

analysis of data requires a number of closely related operations such as establishment

of categories, the application of these categories to raw data through tabulation and

drawing statically inferences.

Tabulation is the part of technical procedure where in the classified data are put in the

form of tables.

After analyzing the data, the researcher should have to explain the findings on the

basis of some theory. It is known as interpretation.

The data has been collected from employees of VITS Hotel; Pune through

questionnaire.

The data thus collected was in the form of table.

That made possible counting of classified data easy. From the table various summery

tables were prepared. They have been presented along with their interpretation in this

manner.

It has to major aspects:

i.The effort to establish continuity in research through linking the results of a given

study with those of another.

ii.The establishment of some explanatory concepts. Interpretation is the device

through which the factors that seems to explain what has been observed by the

researcher by the course of study can be better understood. Interpretation provides a

theoretical conception which can serve as guide for further.

Q1. What are the sources for recruitment and selection?

Sources No. of respondents Percentage

Internal 4 8%

External 11 22%

Both 35 70%

About 70% of the manager say that they prefer both internal as well as external source for

recruitment and selection where as only 8% go for internal source and 22% go for

external sources.

Q2. Which method do you mostly prefer for recruitment and selection ?

Methods No. of respondents Percentage

Direct 32 64%

Indirect 15 30%

Third Party 3 6%

About 64% of the mangers go for direct recruitment and selection and 30% go for

indirect and only 6% go for third party recruitment way.

Q3. What are the sources for external recruitment are preferred?

Sources No. of respondents Percentage

Advertisement 16 32%

Educational Institute 18 36%

Employee referrals 13 26%

Placement agencies 3 6%

In VITS hotel 32% of manager go for advertisement, 36% go for educational institutes,

26% from the employee referrals and only 6% go for any placement agencies.

Q4. How do you rate the HR practices of the organisation?

Rate No. of respondents Percentage

Very Good 15 30%

Good 20 40%

Average 10 20%

Bad 5 10%

40% of the managers feel that HR department is good where and 30%say that’s its very

good where as 20% says its average and only 10% manager feel it’s bad.

Q5. Are you satisfied with the recruitment process in VITS hotel?

a)Not at all b) Satisfied c) Totally satisfied d) Good e) Excellent

Options No of respondents Percentage

B 22 44

D 18 36

E 10 20

44% of the managers feels that recruitment process in VITS hotel is satisfied and

36%say that its good where as 20% says it’s excellent. From the above response it

is seen that Vits hotel management meets the standards of recruitment process.

Q6. Whether the candidates are satisfied with the recruitment process carried

out?

a) No b) Not much c) To some extent d) Very much

Options No of respondents Percentage

A 5 10

B 10 20

C 25 50

D 10 20

From the above responses it is seen that most of the candidates are satisfied with the

process of recruitment but still almost 30% are not so satisfied.

Q7.Whether the management are satisfied with the recruitment process carried

out by company?

a) No b) Not much c) To some extent d) Very much

Options No of respondents Percentage

B 10 20

C 25 50

D 15 30

From the above responses it is seen that management are satisfied to some extent.

Q8. Whether the recruitment process is documented?

a) Yes b) No

Options No of respondents Percentage

A 35 70

B 15 30

From the above responses it is seen that majority of employees feel that recruitment

process is documented in the organisation. However, they can access whenever they

want. 30% of the people don't have knowledge about it.

Q9.What are the different methods of training and its convenience to the

employees?

Method On the job

training

Off the job

training

Both

No of employees 25 15 10

The above figures show preference on the modes of training in Vits hotel and it is found

that people prefer more on the job training.

Q10. Satisfaction level of employees undergone training.

Satisfaction of employees YES NO

No of employees 40 10

Almost all the employees said that they were satisfied with the way the training

activities conducted while some people were dissatisfied.

Q11. Degree to which the employees have successfully achieved their training

objectives.

Degree of

Achievement

Completely Partially Not at all

No of emp 30 15 5

The degree of achievement of training objectives is higher among the employees and

even in the least case the achievement case is above average.

Q12. The level of support from the superiors to the sub-ordinates in completing

the training.

Support level of

Superiors

Full Average

No of employees 40 10

Superiors seem to be very supportive in Training programmes, as maximum number

of employees responses are positive regarding support from the superiors.

Q13. Which is the target job that requires training?

General Manager 20%

Deputy General Manager 20%

Enginneering 25%

F & B services 35%

From the above analysis it is clear that jobs like engineering and private food &

beverage services require high skill 25% and 35% whereas jobs like General manager

and Deputy general manager require less training as they have gained experience as

20% each.

Q14. The improvement in skill and attitude and future aspects.

Improvement

status

Progressed Non progressed Cant say

No of employees 70% 10% 20%

Large number of employees experienced progress in their skills and its future aspects

whereas some feel that they have not progressed and others cannot say now.

(No of respondents = 25)

Q15. To What extent do you think that performance appraisal system is

important for efficient functioning of the organisation?

Important 9

Very Important 16

Not Important 0

Above fig shows to What extent performance appraisal system is important for

efficient functioning of the organisation. Here, out of 25 persons 9 says Important and

16 says Very important. And percentage wise classifications are shown in following

diagram.

Q16. Is the Self-evaluation form self-sufficient?

Above fig shows is the Self-evaluation form self-sufficient. Here, out of 25 persons

15 says Sufficient, 1 says Insufficient and 9 says needs improvement. And percentage

wise classifications are shown in following diagram.

Sufficient 15

Insufficient 1

Needs Improvement 9

Total 25

Q17. Do you think, the past performance behavioural records and critical

incident are considered during the performance appraisal?

Not Considered 3

Considered but not adequately 11

Adequately considered while making decisions 11

Total 25

Above fig shows whether the past performance behavioural records & critical

incidents are considered during the performance appraisal. Here, out of 25 persons 11

says it is considered but not adequately & sometimes adequately considered while

making decision and 3 says not considered. And percentage wise classifications are

shown in following diagram.

Q18. How far is the present performance appraisal system influential in keeping

high Motivational level?

Strongly influential 9

Somewhat influential 12

Not influential 3

Leads to stress 1

Total 25

Above fig shows how far is the present performance appraisal system influential in

keeping high motivational level. Here, out of 25 persons 12 says it is somewhat

influential, 9 says it is strongly influential, 3 says it is not influential & 1 says that it

leads to stress. And percentage wise classifications are shown in following diagram.

Q19. Do you think the performance appraisal system adequately appraises the

potential of employee?

Yes 20

No 5

Total 25

Above fig shows whether the performance appraisal system adequately appraises the

potentials employee. Here, out of 25 persons 20 says Yes & 5 says No. And

percentage wise classifications are shown in following diagram.

Q20. How Far is the performance appraisal system armed with an efficient

feedback system to assist you in improving performance?

Excellent 6

Very Good 4

Good 9

Fair 5

Poor 1

Total 25

Above fig shows how far is the performance appraisal system armed with an efficeint

feedback system in improving performance. Here, out of 25 persons 9 says it is good,

6 says it is excellent, 5 says it is fair, 4 says it is very good & 1 says it is poor. And

percentage wise classifications are shown in following diagram.

Questionnaire:

1) What are the sources for recruitment and selection?

*Internal

*External

*Both

2) Which method do you mostly prefer for recruitment and selection ?

*Direct

*Indirect

*Third party

3) What sources of external recruitment are preferred?

*Advertisement

*Educational institutes

*Employee referrals

*Placement agencies

4) How do you rate the HR practices of the organisation?

* Good

* Very Good

* Average

* Bad

5) Are you satisfied with the recruitment process in VITS hotel?

*Not at all

*Satisfied

*Totally satisfied

*Good 

*Excellent

6) Whether the candidates are satisfied with the recruitment process carried out?

*No

*Not much

*To some extent

*Very much

7) Whether the management are satisfied with the recruitment process carried out by

company?

*No

*Not much

*To some extent

*Very much

8) Whether the recruitment process is documented?

*YES

*NO

9) What are the different methods of training and its convenience to the employees?

*On the job training

*Off the job training

*Both

10) What is the percentage of Satisfaction level of employees undergone training.

11) To which degree the employees have successfully achieved their training

objectives?

*Completely

*Partially

* Not at al

12) What level of support sub-ordinates gets from the superiors in completing the

training?

*Full

*Average

13) Which is the target job that requires training?

*General Manager

*Deputy General manager

*Engineering

*F & B services

14) What is the improvement in skill and attitude and future aspects?

*Progressed

*Non progressed

* Can’t say

15) To what extent do you think that performance appraisal is necessary for efficient

functioning of the organization?

*Very much necessary

*Some what necessary

*Not at all necessary

16) Is the Self-evaluation forms self-sufficient?

*Very much sufficient

*Moderately sufficient

*Not at all sufficient

17) Do you think that the past performance behavioural records & critical incidents

are considered during the performance appraisal?

*Not considered

*Considered but not adequately

*Adequately considered while making decisions

18) How far is the present performance appraisal system influential in keeping high

motivational level?

*Strongly influential

*Somewhat influential

*Not at all influential

19) Do you think the performance appraisal system adequately appraises the potential

employee?

*Yes

*No

20) How far is the performance appraisal system armed with an efficient feedback

system to assist you in improving performance?

*Excellent

*Very good

*Good

*Fair

*Poor

FINDINGS OF STUDY:

The findings during the work carried out by me can be categorized into two categories

as it is said that every coin has two sides:-

A) Positive findings:-

1. A majority of employees feel that recruitment process carried out in the company is

satisfactory. Management is also satisfied with the process of recruitment to some

extent.

2. In Vits hotel most of the employees feels that the HR department is good. About

70% of the managers say that they prefer both internal as well as external source for

recruitment and selection. About 64% of the mangers go for direct recruitment and

selection and less number for mangers prefer indirect or third party.

3. Almost all the employees are satisfied with the training activities conducted in the

organisation. 60% of the employees have achieved their training objectives.

4. Superiors are very supportive and helps their sub-ordinates in achieving their

objectives

 5. The management has understood the importance of systematic appraisal system &

they are taking every effort to implement it properly.

6. The training programme arranged for performance appraisal is good. The trainer is

also very effective to make the employees understand the concept.

7. The performance appraisal training programme is appreciated by the employees &

they are really benefited by it.

B) Negative findings:-

1. Some employees were moderately or not much satisfied with the process of

recruitment.

2. Since rules and regulations are very dynamic, so most of the employees face

difficulty to adjust with them.

3. Most of the candidates do not turn up when they are called up for the interview.

4. Regional behaviour and language influence is higher during training and even after

delivering their language; the desired effects are not seen.

5. Though by and large, substantial number of employees are content with the way the

training is conducted, still there is a scope to analyze at micro level whether the

negatives respondents were either non attentive confronted confused or otherwise

based up on the data there is a scope to take corrective action.

6. Most of the employees are slowly understanding the importance of performance

appraisal.

C) Special Findings: -

Since the process involves continuous sitting at one place so refreshment was

provided to the candidates who had come for the interview. This being as unique exp

experience by candidates it helps to build the goodwill of the company.

SUGGESTIONS:-

Following are the suggestions to improve the HR practices in Hotel Vits:-

 

The process of recruitment & selection should be future oriented, which can

be done by keeping attitude and knowledge in consideration instead of just

emphasizing on qualification and experience.

While following the process the time and economy factor should be taken into

consideration.

The recruiter should also take the references of his friends or any one he

knows who looking for a job from the candidate who has come for the

interview.

In today‘s competitive world, attitude is the factor which is the dividing line

between failure and success. Thus recruitment of the employees must be made

not only on skills and knowledge but also the attitude of the employee. If an

employee has a positive attitude then training for him can be more effective,

he has a positive effect on the climate.

The training records must be maintained, preserved properly and updated

timely.

Proper care should be taken while selecting the trainers.

Before attending the Performance appraisal training programme, the staff

attending this programme should be firstly convinced that this programme is

being arranged mainly for their upliftment & benefit so that they will attend

the training with a positive attitude.

There should be LCD presentations and printed notes about the training

programme.

Before the boss doing the appraisal of his subordinate; there has to be self

appraisal procedure. The employees should be given self appraisal forms to

appraise themselves first.

Superiors should thoroughly discuss performance appraisal with their

subordinates.

Performance appraisal should not be used for punishment.

Performance appraisal should be done formally & there should be proper

personal counselling by the superior with the subordinate after the appraisal.

CONCLUSION:-

The project has been prepared to list out the operational aspects & HR

Practices of different departments of The Vits Hotel Pune. After compiling the

various information of different departments and providing solution to the various

problems a solution may be drawn that no department is without problems. The

project partially explains the various functions and procedures of HR department at

The Vits Hotel Pune. The hotel is running reasonably well and has a good share of

business and corporate clientele but it is worthy to mention now that the system and

procedures need an up gradation. A little more strain on the delegation of power

should be given. I suggest a closer coordination without interference between all the

departments. There should be a regular training of the staff by various section heads.

This will ensure smooth running of the hotel. The Hotel faces staff competition posed

by other star hotels in the city. It is also comparatively for the hotel to have more

satisfied staff. For this the personnel department should check the appraisal of all

employees and give promotion and incentives to all the deserving people. The Vits

hotel being the premier hotel chain in India should set standards that others must

follow.

The hotels should neglect the fact that the frustration level in this industry is

highest of all industries. The very first disappointment employee’s face that the

industry is not glamorous the way it was hyped in catering colleges. Their frustration

level keeps on rising when they go through the following circumstances. Employees

do not have time for their personal life. They have to do overtime for many of the

reasons and for such extra time they are not even paid. For example if the waiter A’s

working hours are from 6 am to 2 pm and at 1.30 pm some guests arrives on the A’s

table then A cannot leave unless the guest leaves the table. Thus A will be forced to

do overtime till the time those guests are sitting on the table. And for this extending

period A is not even paid. Also in this industry number of working days and number

of working hours are higher than any other industry and sometimes employees are

compelled to work on Sundays and Bank Holidays when all the others have holidays.

The most frustrating part of this industry is the fact that besides going through all the

frustrations employees are not paid the amount they deserve. Salary paid to them is

really low when we compare it with their frustration level. Thus because of these facts

most of the employees leaves their job.

And now when our country is trying to develop tourism for the development of our

economy, it has become mandatory for us to provide hotel-services up to international

standards and this is possible only when our hotels are in position to cope with this

frustration level of employees. They need to be given proper training and also the

career opportunities for their future. And first of all they should be aware of the facts

of this industry before they join in, so that after entering their frustration level would

be low as they will be prepared for everything. Thus, the responsibility of an HR

manager is much higher in this industry.

FUTURE ROLE OF HUMAN RESOURCE IN HOTEL INDUSTRY

Service quality and productivity were the most crucial competitive issues facing these

firms. When asked to different hotels regarding strengthening competitiveness, 50

percent choose internal management actions, including educating and training

employees, with publicly announcing employee policy. And all these procedure of

implementing such task is over HR shoulder.

To achieve a progressive, innovative culture within organization- and to cope with the

critical challenges that the future might bring- human resources professionals are

likely to assume certain roles with greater frequency. These roles are following:

The Consultant Advisor Role:- In particular, the top human resources executive

will increasingly play a major role in advising the CEO and the top management

team about the human resources implications of broad organizational strategy,

both nationally and globally. Further, the human resources department will be

called upon more and more advice management at all levels about the

motivational, morale and legal implications of various present and proposed

practices and policies.

The Catalyst Facilitator Role: - The human resources directors have a unique

opportunity to serve in a catalyst-facilitator role in stimulating a top management

philosophy, leadership style and organizational culture and climate. It is important

that management develops a clear view of these interrelated matters and that

management is self-conscious about them on an ongoing basis. In addition, the

human resources director can serve as a resource person about these concepts and

their links to organizational outcomes such as effectiveness, efficiency,

development and participant satisfaction.

The Diagnostic Role: - By this, they are expected to identify the underlying

causes of an organizational problem as distinct from its symptoms and to come up

with solutions – or system for solving the problem- that correspond with the

diagnosis. All too often, programs of various kinds, like job enrichment,

incentives systems, quality circles and so on, are proposed by managers or human

resources people. what is usually needed is an accurate description of the problem

to be solved, a careful analysis of the dynamics of that problem, and a close look

at alternative solutions and their rectifications before a program are implemented.

The Assessment Role: - One of the most difficult roles for human resources

professionals is the assessment role, in which they assess the effectiveness of

various human resources practices and policies. A comprehensive evaluation of

the effectiveness of various human resources policies and practices is called a

human resources management audit or personnel audit. These comprehensive

human resources audit may be used to analyze a wide array of human resources

practices and outcomes.