Employee Training & Developement

LETTER OF TRANSMITTAL.

Mr. Nadeem Ahmed Bashir

Respected Sir;

Today we are grateful to submit our report to you. The report covers the main

aspects of Training and Development, which includes the brief introduction of

Training in IHG (Inter-Continental Hotel Groups), process involved in training

and development, finances required etc. We have tried our level best to come up

to your mark by providing unique ideas, style and by providing elegant

presentation.

We are thankful to you as you have given us an open opportunity to survey the

market, enhance our knowledge, and answer many questions that are usually in

everybody’s mind related to training and development.

It was a wonderful experience to explore the market.

Sincerely yours,

Group Members:

Aurang Zaib

Nauman Afzal

Shaban Khan

Employees Training & Development

ACKNOWLEDGMENT

“Knowledge is a door to prosperity”

Some time expressions are more reliable than words. Today we are short of words

to express our deepest and numerous feelings to Allah Almighty (The most

beneficial and merciful) who gave us the mind, ability and courage to perform in

a creative way.

For our bellowed parents, sincere, appreciation and prayers shall always be there,

for showing their love, kindness, and support.

At the last but not least we are also thankful to our friends, classmates and

teachers for their complete moral support, motivation and encouragement for the

completion of this project.

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COMPANY OVERVIEW:

Group Profile:

IHG (Inter-Continental Hotels Group) is an international hotel company that

always tries to see the world through the eyes of others.

We have more guest rooms than any other hotel company in the world –

that's 556,000 rooms in over 4,100 hotels across nearly 100 countries. Our

guests make over 160 million stays in IHG hotels every year.

We operate seven hotel brands – Intercontinental, Crowne Plaza, Hotel

Indigo, Holiday Inn, Holiday Inn Express, Staybridge Suites and

Candlewood Suites.

Goal:

We want to grow by making our brands the first choice for guests and hotel

owners.

Target:

In 2005 we committed to increase the number of rooms we have by 50,000 to

60,000 on a net and organic basis. The top end of this target was exceeded in June

2008 – 6 months ahead of schedule. By the end of September 2008, we had

reached 70,000 net rooms, with 3 months left to go.

This was achieved through organic growth – meaning through new rooms under

our existing brands and not through acquisition. Most of the rooms that leave our

system do so at our instigation as we raise the quality of our hotels across all of

our brands.

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Strategy:

Our strategy is to build the hotel industry’s strongest operating system focused on

the biggest markets and segments where scale really counts.

Operating System:

IHG’s operating system is made up of all the things we do to drive demand for

our brands. This includes our advertising and marketing campaigns, our 12 global

call centres, 13 local language websites, an 8,000-strong sales force, Priority Club

Rewards – the world’s largest hotel loyalty scheme which has 40 million

members – and all the advantages that IHG’s global hotel distribution and scale

brings to brand awareness. Our focus on the biggest markets where our scale

really counts ensures that we concentrate our resources on the opportunities that

will provide the greatest return.

Strategic Priorities:

Improving the performance of our brands

Using our insight to make our brands the first choice for guests.

Delivering consistent customer experiences.

Generating excellent returns from our hotels

Improving hotel revenue by encouraging guest visits.

Improving the efficiency of our hotels and operating processes.

Putting our market scale and knowledge for good use

Using our worldwide scale and experience to convert more hotels to our

brand.

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Making the most of our global presence-guests choose brands they know

when they travel.

Strengthening our organization

Investing in our people and ability to do business.

Building strong partnership within our own company and with our owners

across the world.

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VISION

We are committed to dynamic growth and service excellence built upon our

heritage of traditional hospitability. We strive to consistently meet and surpass

guests, employees and other stakeholder’s expectations. We feel pride in making

efforts to position Pakistan in the forefront of the international arena.

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ORGANIZATIONAL STRUCTURE

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Corporate Culture:

Organization culture is a pattern of basic assumptions that has worked well

enough to be considered valuable and therefore, to be taught to new members as

the correct way to perceive, think and feel in relation to those problems.

Holiday INN hotels maintain a very friendly culture, which is focused towards

training, employee career development, innovation etc. Some of the factors

considered by the top management while designing the organizational culture is

as follows: -

Innovation:

Listening and two way interaction

Participation

Encouragement

Motivation

Enterprise

Initiative

Growth & Development for All:

Competence and contribution as the only basis for job security.

Promotion from within

Learning environment and opportunities

Provision for world class education and training

Aligning people with latest trends.

Trust:

Cooperation

Support

Teamwork

Sense of ownership

Empowerment

Integrity

Dignity

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Respect

Candidness

Recognition Reward:

Achievement orientation

Performance based evaluation

Appreciation

Incentives

Setting ever-rising standards of performance.

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INTRODUCTION TO THE PROJECT:

This project is done on the training and development structure of Holiday Inn

Hotels. The main objective of the project is to introduce a more upgraded and

better training system for the organization. There are a few basic ways of training

employees that are being used at Holiday Inn Rawalpindi:

Internships (Duration is 4-8 weeks).

Daily Training System for the Management.

Academic Training which has duration of:

Six months

One year

Two years

There is a Monthly Planner. That has the training statistics

The corporate training department does external training. They usually have 7-8

trainers.

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Training Needs Analysis:

Initially there is counseling sessions provided to employees so that they are

mentally prepared for the training. Then there are workshops and seminars; local

domestic and international. When once an employee is trained there are no

counseling sessions or any other way to motivate the employee for training .If we

take a closer look at the training system of HI Hotel, we shall come to realize that

their training methods are not as effective as they appear to be at the first glance.

Training is necessary for the development of human resource available. It is

meant to produce competent individuals who can make the system work and also

contribute towards its natural growth, which is must for its survival and progress.

Enhanced need of the resources has resulted into all over scarcity of resources.

To remain competitive and to stay on the top it is necessary to make the best use

of available resources and effective use of opportunities offered by the

environments, an equally competent manpower to make best possible exploitation

of these resources.

The lower staff is trained more conveniently such as waiters and cooks. Training

of the waiters is very important because they are directly related to the customers.

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Human Resource:

The management of various activities designed to enhance the effectiveness of an

organization's work force in achieving organizational goals.

Human resource management process is as follows

Human resource is the main asset of an organization through which it achieves its

objective. Selection or right person for right job needs to follow the human

resource process. Any flaw in this procedure may cause the worst loss to an

organization creating it a challenge for the organization.

Training and Development:

Training and development is a planned effort to facilitate employee learning of

job-relating behavior in order to improve employee performance. It denotes effort

to increase employee skills on present jobs. Development refers to efforts oriented

towards improvement relevant to future jobs.

There is a proposal of introducing software of food and beverages control. As we

know that the main business of IHG is selling food.

The case of training or transferring Food and Beverage Cost Control personnel

from one hotel to another will be facilitated with resulting savings in time and

expense.

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Human ResourcePlanning

StaffingDevelopment

AndEvaluation

Compensation Maintenance


TRAINING & CAREER DEVELOPMENT AT IHG

HOTELS

Investment in people and human resource development is an ongoing process in

the Inter continental hotel group. New management concepts and intensive

training programs have been introduced at all levels of supervisory and

managerial positions through establishment of an in-house Training School

located at Holiday Inn Hotel, Lahore. The Training School looks forward to

imparting systematic and scientific knowledge of the operations of both tourism

and hospitality business.

Holiday INN Hotels have become synonymous with a tradition of personal

services, efficiency, and convenience and guest satisfaction.

Behaviorally anchored rating scale:

Scales that contain sets of specific behavior that represent gradation of

performance used as common reference points or anchors for rating employee on

various job dominations.

360 Degree Feedback:

An approach that provides an individual with rating of performance from a variety

of relevant sources such as peers, subordinates, superiors and often an external

customers or clients, who can then be compared with the individual’s own self-

assessment.

Appraisal is the system, which tells the employee about his performance at the

work place. It affects its future performance in the organization. Different

methods of appraisal challenge an organization to adopt accurate measures to

evaluate the performance and rank a person objectively.

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GOALS / OBJECTIVES OF TRAINING &

DEVELOPMENT AT IHG

Customer Service:

Holiday INN Hotels- the largest chain of hotels in Pakistan maintains the

standards of excellence for which it’s famed worldwide. At the hotels, the art and

science of hospitality are applied in perfection to offer the most luxurious

ambience and a wealth of services to the guests who are as precious as pearls.

The management at IHG therefore, provides training on continuous basis to their

employees to get the most efficient customer service.

Training:


the IHG. New management concepts and intensive training programs are

incorporated at all levels of supervisory and managerial positions. IHG looks

forward to imparting systematic and scientific knowledge of the operations of

both tourism and hospitality business.

Profitability:

In order to maximize profit through sourcing new business, different marketing

arrangements are being made which include joint ventures and exclusive

marketing agreements.

Apart from these business arrangements they are more focused towards training

and development, as they believe that profitability can only be increased if the

valuable asset of the company is more trained and skilled.

Growth Profile:

The outstanding growth cannot only be achieved with excellent service,

improvement in décor and facilities, variety of cuisine, expansion/addition of

banquet halls, increase in airline catering business. Training plays a very crucial

role in the growth profile of IHG. Training and HR Management realizes that

growth is simply not possible without teaching new skills, knowledge to their

employees.

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Compatibility:

Pakistan Services Limited has pledged to keep pace with the change through

consistent efforts and is trying to continue to achieve better results through higher

sales and improved profitability. They compete with others through their high

standard services and traditional environment.

Compatibility can be achieved, in such a customer aware environment, through

training the employees’ new skills, which will give them a competitive edge on

their competitors in the eyes of customers.

Traditional Hospitability:

IHG is synonymous with a tradition of personal services, efficiency, convenience

and guest satisfaction. Therefore, it is a very important objective of training and

career development to gain guest satisfaction.

They believe “COURTESY costs nothing… but is worth EVERYTHING”.

IHG offer special training courses on efficiency, guest satisfaction etc.

Health Safety and Environment:

PSL is committed to constantly strive for higher standards in health, safety and

environment to their employees, and guests. The hotel is very mindful of the

Occupational Safety and Health issues therefore; they offer daily and regular

training courses on health, safety and environment. It includes use of fire

extinguisher, carefully washing utensils, hygienic food cooking etc Their”

environment friendly philosophy,” has undertaken a number of steps, which

include periodical meetings and safety training of associates to acclimatize the

human resources and create safety awareness amongst them.

Environment of Professional Enhancement:

At Pakistan Services Limited, management strongly believes that without the

training and development of top quality personnel, dynamic growth is not

possible. One of their core value is "Growth and Development for All" with the

elements of learning environment and opportunities, provision of world class

education and training and aligning people with latest technological trends.

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CURRENT TRAINING SYSTEM IN IHG

IHG has mainly a single training system, which is being applied to the whole

chain of hotels.

REGULAR/DAILY TRAINING PROGRAM

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HOD

Select Trainees

Topic (availability of trainer)

Time/Duration

Venue

Select trainers

Availability

Teaching competence

Skills/Experience

required

Whoever is interested?


Selection of Trainer:

In any training program selection and training of trainer is the most critical path

for the organization. One tries to hire a person as trainer who is best available in

terms of education, training, experience, technical knowledge, skills, initiative and

teaching competence.

Managers of an organization always intend to select a trainer who will be more

efficient and effective to the organization as they re involved in a significant

investment of time and cost.

IHG is also very concerned about the selection of the trainer. They usually hire

trainers internally, from within the organization. They prefer their own employees

for this task for internal training.

They do not have any specific criteria for the selection of trainer as it depends on

various factors. Some of them are as follows:

Type of training

Managerial Level

Objective of training

Scope of responsibility

Skills and knowledge required as per training

Education

Subject matter to be taught

Teaching competence

Training Coordinator:

Training coordinator IHG is a person who oversees, directs and coordinates

training for employees and supervisors in the hotel. He is responsible to report

directly to the HR manager. He interacts with the individuals outside the hotels

including training and HR staff from the competitors Hotels and other members of

the local community. He is also involved in coordination and functions and

activities with other department heads and department trainers.

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Duties and Responsibility:

The main duties and responsibilities of training coordinator are as fellows:

1. Assists HRDM to analyze training needs in the hotels and prioritizes such

needs for HR manager to review.

2. Assists in developing Annual Hotel Training Plans and prepare monthly

and yearly reports for HRD managers.

3. Maintains hotel’s training library

4. Assists to conduct employee orientation to the company and the hotel.

5. Assists to oversee on the job training of new employees.

6. Assists to oversee re-training of employees.

7. Assists to conduct guest courtesy and supervisory/ management training.

8. Assists in the development of hotels training budget, by providing

necessary statistics/data.

9. Assists to establish and maintain employee, supervisory and management

records of training.

10. Assists to arrange and coordinate with outside instructors for general and

special courses.

11. Performs related duties and special projects as assigned by HR and HRD

manager.

MANAGEMENT LEVEL TRAINING.

In IHG, managers are given two main types of training.

It includes: -

a. Internal Training

b. External Training.

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Training & HR Manager

Internal Training

External Training

Training coordinator

Assess Market

Need

AssessOrganizationa

l resources

Arrangements

Current Mgt skills

Required Mgt skills

Selection of Trainer

Selection of Trainee


INTERNAL TRAINING:

Normally, managers get internal training in the form of short courses, which may

be of three days or a week’s duration. Whenever the Human Resource

Department realizes a need of new skills to be taught to the managers, they ask

Training Department to undertake a training program.

In internal training, Training Department considers the following factors:

1. Need assessment.

Market Need

Organizational Resources

2. Design The Training Program

3. Development of Training Program

4. Implementation

5. Evaluation

Types of Internal Training:

Skill training

Language training

Special Training Program for Normal Area (STPNA)

Internship

Monthly Manual:

Pearl Continental Hotels select and design their daily training programs in a form

of monthly manual. It is distributed to all the departments a weak before the

month starts. The main information included in this is regarded to:

1. Class to be held on i.e. day, date

2. Topic to be taught

3. Concern department

4. Participants

5. Venue where the class will be conducted

6. Name of the trainer

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External Training:

Organizations in spite of providing internal training are also involved in sending

their employees to different training institutes as part of external training. The

duration of external training program is 7-15 days.

They give external training to their employees from different institutes like

LUMS (Lahore University of Management Sciences) and PIMS (Pakistan

Institute Of Management Sciences Lahore).

Selection of Trainees:

As selection of trainer for any training program is a sensitive task, selection of

trainee for any training program also involves a through study. Selecting a trainee

to fill a skill position in any organization is not a single act but is more accurately

regarded as a process by which individuals who are the most capable can be

selected from all available applicants.

IHG understands the importance of care to be taken into consideration while

investing time and cost in the training program. The Management of IHG while

selecting trainees, consider the following factors:

Need recognition

Required capabilities

Experience required

Length of time involved

Age

Academics

Availability

Stake in the organization

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Evaluating and Choosing an Alternative while Training

This step involves carefully considering the advantages and disadvantages of each

alternative before choosing one of them. Each alternative should be evaluated

systematically according to the following criteria:

Feasibility:

The feasibility criterion refers to the extent to which an alternative can be

accomplished within related organizational constraints, such as time, budgets,

technology and policies. Alternatives that do not meet the criterion of feasibility

should be eliminated from further consideration in the training program.

Quality:

The quality criterion refers to how effectively an alternative solves the problem

under consideration. Alternatives that only partially solve the problem or

represent a questionable solution are eliminated at this stage.

Acceptability:

This criterion refers to the degree to which the training is cost effective and others

who will be affected by implementation of the alternative are willing to support it.

Acceptability has long been recognized as an important criterion against which to

judge decision.

Ethics:

The ethics criterion refers to the extent to which an alternative is compatible with

the social responsibilities of the organization and the ethical standards of its

managers.

Conclusion:

The above discussion shows, that training for the management functions pose a

challenge for any management in the way that improper analysis at any stage in

the training function can lead towards inefficient performance and gradually the

organization may lag behind in flexibility and responding to changing

environment.

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Looking at the goals and objectives of the business one can assess the present

training system and the improvement it requires.

Customer Service:

IHG maintains the standards of excellence for which it’s famed worldwide. At the

hotels, the art and science of hospitality are applied in perfection to offer the most

luxurious ambience and a wealth of services to the guests who are very precious

Training:


the IHG. New management concepts and intensive training programs are

incorporated at all levels of supervisory and managerial positions. IHG looks

forward to imparting systematic and scientific knowledge of the operations of

both tourism and hospitality business.

It means providing personal services according to the tradition of the place. IHG

also committed to provide traditional hospitability to their guests, employees and

stakeholders. They believe on efficiency, convenience and guest satisfaction.

Creating a traditional environment needs full consideration of current trends and

prevalent conditions, which is challenging task for the management.

Balance in Organization:

A study of the organizational shows there are eight departments. A balance in

organization means to have appropriate relevant departments in the organization,

to have correct number of employees in these departments and to have proper

allocation of work.

From departmental point of view, the organization seems to have balance in their

structure, but work is not properly allocated. A lot of burden is put on Human

resource department as nothing could happen without their approval.

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Promotion:

Promotion in organization depends on the performance of the individual. If the

person is supportive to his manager, or top management and posses the qualities

to have greater responsibilities, he is promoted.

Training is very important to management at IHG. People are not only trained in

their respective fields but are also guided about the working of other departments

so that workers can coordinate with each other. A whole year schedule is followed

for continuous training programs.

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IMPROVING TRAINING & DEVLOPMENT AT IHG

We need to know that training and career development should go on side by side.

Human resources are the most valuable assets to all the systems of an

organization. It not only makes direct contribution towards the efficiency and

productivity of the system but it also deeply affects the organizational behavior.

Therefore value added human resources would act as a resource multiplier and

will affect the efficiency of other resources.

Training proposed by the group, is a self-administered, interactive program that is

accessed through a computer connected to the Internet. The training uses

scenario-based lessons, self-assessment questions, some resource references, and

frequently asked questions. At the end, there will be a quiz on the material. Most

employees will find the duration of quiz is about an hour or less. Once individuals

become part of the organization, their ability to contribute effectively is usually

enhanced by various development and evaluation efforts, such as training and

periodic performance evaluations.

In IHG, just like any organization, different levels of management require

training.

Entry Level Employee

Fresh Graduates

Middle Level Employees

Executives in Management

Managers of Departments

Senior Management

TRAINING PROGRAM:

It is then the Human resource department, which reminds the branch managers

about the training program.

Training program is planned a little before the current time of actual training. In

this planning the following aspects are defined:

Trainer

Eligibility to attend those courses

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Number of Courses to be offered

Departments to be Trained

Training Budget

Training Material

ESTABLISHING OBJECTIVES:

Then the next step of the system would be setting the target of the training. Or we

can also say the main purpose of training.

Who to train

What to train

How to train

Training is not only required for new entrants but experienced employees also

need to be trained to keep them alongside each other of changing technologies

and trends. For this purpose, there are different types of trainings in organization.

But the proper implementation of Training Programmed is a challenge for an

organization, because an organization cannot cater to individual needs and cannot

change the perceptions of people about their believes. Proper assessment of the

phases of training programmed is necessary, which is challenging and complex

task.

TRAINING EVALUATION:

Later on the training can be assessed by the performance of the employee. Lately

IHG has adopted the 360-degree evaluation system. They think it is Impartial and

fair. The same evaluation system can be applied to the proposed system.

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PROPOSED TRAINING PROCESS.

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HR & Training

Manager

Training Coordinator

Training need

Departmental needs

Employee need

Organizationa

l needs

Type of Training

Internal Training

External Training

Training Plan

HRD & Training

Management

Arrange

Inform trainers

& trainees

Conduct

Evaluate

Approval


RECOMMENDATIONS

What one needs to realize is that career development is also related to personal

development and growth. When an employee gets promoted it is a part of his

achievement. Career development is not a one-time process. It is a set of goals

interlinked to an achievement. Every step goes along with training. By training we

learn new skills and techniques. A person can become more productive, more

efficient and satisfied by training. It helps to achieve more modern cultured and

groomed employees for development of a better system.

So the group would like to recommend the management of IHG that they should

have a proper training program. That will help them improve the skills of the

employees. This will eventually increase their revenue, as there main business is

foods beverages and other direct services for customers.

The other weakness that we found in IHG training system was the disability of

statistical data.

They should have the record of all employees such as:

Number of Courses Course Duration Number of Trainees

Total number of trained employees

Total number of untrained employees

The other recommendations are

i. They should develop a separate department, which will only be involved in

planning and conducting the training activities at IHG.

ii. The training program should be focused towards the organizational goals.

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iii. The training being conducted should be designed according to the

organizational need and market requirements.

iv. There should be practical implementation of the training and it should be

include in the training program.

v. IHG should also invite people externally to help in designing and developing

training program.

vi. To make training effective there should be assessment during and after the

training so that one can see where they are.

vii. There should be a feedback from those who undertook the training to make

future improvements.

viii. The training plan should be such that it is not

Costly.

Time consuming.

And right training for the right person should be kept in mind.

ix. Internships should not be the first position focus of training.

x. The training should have some motivation as incentives it should give a little

flexibility to trainees over others.

Hence it is concluded that training is very essential for development which may

be personal or it maybe professional..

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Documents

Employee Training & Developement