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NAPIER UNIVERSITY

Assignment

On

Hospitality Industry Project

“HT32422”

Assignment “A” (80% Weighting)

Topic: - Staff induction and “on-the-job” training

Type: - Report

Word count: - 3292 /3000 (+/- 10%)

Local Tutor: - Mr.R.D’Silva

Module Tutor: - Ms. R.Sutherland.

Matriculation Number: - N08015092

Name: - Aman Bhattacharya

Institute Name and Address:

Institute of Advanced Management,

Wood Bourne Resort and Country Club,

Gonvoloy, Nuvem, Salcette,

Goa-403601

India.

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Student Name: Aman Bhattacharya Date Submitted: 30-04-2009

Matriculation Number: N08015092 Date Marked:

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Contents

Topic Page No .

Abstract-----------------------------------------------------------------------04Introduction -----------------------------------------------------------------04

Methodology ----------------------------------------------------------------04

Aim & Objective ------------------------------------------------------------05

Justification------------------------------------------------------------------05

Secondary Research

Importance of Induction---------------------------------------------------07

Approach towards the induction---------------------------------------07-09

Staff induction planning---------------------------------------------------09

On the Job Training---------------------------------------------------------10

Principles for Effective Training----------------------------------------11

Benefit of Training and Development---------------------------------12

Identification of Training and Development------------------------12-13

Problem Occurs During Staff Training -------------------------------13

Primary Research------------------------------------------------------------13-15

Conclusion ---------------------------------------------------------------------16

Recommendation-------------------------------------------------------------17

Referencing --------------------------------------------------------------------18

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Abstract

Staff induction and on job training plays a vital role in the hospitality industry. During

the induction program for the newly joined staff, where the management gives whole

information regarding their job duty, hotel, policy, rules and regulation and the

organization they are going to work. Management should start with induction first,

and introduce new staff to all of the other senior and trainee including the

management of hierarchy(All the HOD of the department), giving brief introduction

about the property because each and every hotel has different style of treating their

guest e.g. greeting guest saying Namaskar instead of Good morning.

After all induction is a starting process of a team interacting, so the management

focus on their training process which comes second phase after the induction. In on

the job training process manager and supervisor of a particular department give the

training that helps staff to know about how to service to the guest, what thing are

required during the job period, how to approach towards their goals, how to do work

in pressure, team work etc. Management should also providing training for those

who are in training in executive MBA program, so the management start with Formal

Education Training and Informal on the Job Training. Formal education training it is

mainly theoretically based, where the trainee interrelate their academically

knowledge theoretically not practically. And in informal on the job training which is

totally based on practically, where the person use their academic knowledge in their

practical. Training should provide in a regular interval of time which can help more

effectively to the employees of the hotel.

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Introduction

While the globalization taking place around the world, where all companies coming

with new ideas, technology, procedure that are essential for a hospitality industry.

Staff induction and on the job training is very crucial part of the new staffs those who

joined the organisation. Human Resource Manager or the training manager starts

with the induction round, where the newly joined staffs introduce himself/herself to

the other employee in the hotel. During the induction manager give brief information

about the property, where they are going to work for their future assistance.

Management also give information regarding do’s and don’ts with in the organisation.

That help them to understand what thing they have to going to do for succeed.

On the job training is also very important for the employee in the hotel. It is the

essential part of the employees for day to day performance during the working hour.

There are different type of training provide by the management such as their

individual departmental training, safety and security training, communication skill,

criterion of service etc. While giving training managers should motivate them for their

work, in case they going wrong manager correct and encourage them that help to

improve interpersonal skills.

Methodology

The research for Hospitality Industrial Project start with choosing the topic “Staff

Induction and On the Job training “done from related books and emerald on line

library that give sufficient pdf internet journal which help to complete the assignment

for secondary research work and for primary research work Mr.sudhir Anand

corporate Training Manager of Royal orchid hotels India, who contributing their

personal induction process and on the job training process information to complete

whole assignment. That they are using for the newly joined staff in there, any of the

property in India.

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Aim and objective

Importance of Staff induction and on the job training in hospitality industry.

To know how the management approach towards their goal to train their staff.

Important tips for staff induction in hotels.

On the job training process and it requirements.

Understanding of training and development and its principles and benefits.

Methods for identifying training and development performance.

Problems in training.

Research for a primary source and examine the information.

Justification

The topic for the examiner report selected was staff induction and on the Job

training, which is the current issue for the Human Resource Department that makes

each and every hotel in a competitive level for giving the best training to the staff, so

they can perform well. Each and every hotel wants their employees should be

positive and they have good leadership skills in them, it help them to service their

guest easily. Know a day latest technology made easy to understand what they have

to do during their working hours or shift in hotels. In today’s world employees are

eager to know first about the organisation where they are going to start with their

career and its reputation.

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Secondary Research

Importance of Staff Induction in Hospitality Industry

After appointing the candidate for the position that they applied, the human Resource

start with induction round where the manager give brief description about the

organization and the job that they appoint for. it is not a process only occurring on

the employee on the first day , but it is continue over a period of

time(Roberts.J,1999p183). The recruiter also excepting from the new employee will

be positive benefit to the organization in respect of customer satisfaction. Human

resource manager should ensure that the employees receiving and understand the

information related to the responsibility that he /she will be taken during the job.

For induction to be effective the following should follows:-

Introducing the new employee to the company.

Ensuring that all basic management has been completed in respect of wages

and condition.

Illustrate the specific responsibilities and the duties of the site.

Giving exact working condition, company rules and working practices to the

new employee.

Providing initial training, where required, to guarantee the employee to carry

out the task easily.

(Roberts.J, 1999p185).

Approach towards the Induction

There are five inductions that will cover organization aspects regarding their staff

induction:

A common introductory round for the organization, where this will be achieve

by a presentation, one by one discussion, report of company booklet.

This stage is very important for both the employee and the employer so both

should understand the contract that they are undertaking.

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Needs to be ensuring the individual is to introduce to the whole team, she/he

going to work in the organization.

There is another thing to ensure that the every new employee individual carry

out the task and duty that set for her/him. This part of the training is basically

neglected in the hotels and new employee need careful training into actual

job.

Few organizations will make into the introduction process the opportunity for

joint review, by discussing the progress with the employee and identifying the

problems and it solution.

(Roberts.J, 1999p186-187).

These five particular components all related, which help to provide positive and

effective training process.

Induction process is very important to ensuring new employees are dynamic as fast

as possible and participate an important part in knowledge management initiative. In

spite of this, many organisations have insufficient staff orientation process, with

numerous relying only on just taking work done by staff (Robertson.J, 2006).

(Robertson.J, 2006) explain how to make staff orientation a precious and successful

process, in given points.

Probability and Strategy: - Staff orientation focus on company policies like

protecting asset from the risk. Staff induction should also cover physical

constraint that includes

1. Conduct administrative task like changing a phone number, attain a

company card, ordering stationary etc.

2. Basic information system that use for daily bases for the organization

such as internet and it use to connect with the organization head and

corporate office.

3. Briefing about the Security floor plan that is used in case of emergency,

like fire, earth quake etc.

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Training and Induction: - After technology strike in Hospitality sector training

and development are meant easier to understand for the staff. A good

Training and Induction can really improve the productivity through a company,

but bad induction will not only cause confusion but decrease the productivity

of the company.

Cultural Change: - Fresher unknown to the hotel as well as its management

environment. So they need to may familiar to the culture of the organisation.

Knowledge Transfer: - the new employee those who are recruited should

provided with knowledge regarding the organization and their respective

department that they working for.

Building social Network: - It is the main irritation for the new employers

because they don’t know from whom they have to contact in the organisation

to clarify their questions. Staff orientation can particularly tackle, by

introducing the new staff to the Head of the departments in the organization.

Immediate Induction:-It is offer soon after new employee starts with the

administration. So that they can easily get adapted to the working culture for

the organisation.

Tips for staff Induction Planning

(Swinton.L, 2006) state that the quality of staff induction more about the managerial

way, so the staff induction plan disgraceful or boring, to effective way to tie together

the interest and energy of newly joined staff.

Here are the some important tips suggest by (Swinton.L, 2005) are:-

Giving total view of the hotel property and show location of staff cafeteria and

staff wash rooms in a particular hotel.

Introduce new staff with all the staff those who are already working in the

organization and encourage the staff to say hello or good morning/afternoon

to the managers/seniors.

Provide an organization or Hierarchy chart to the staff, so they can no their

hotel managers name and their post. Those help to make intelligence mark of

peoples.

The rooms which are allotted should be kept ready and should be approved

by the security personnel.

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Staff induction plays a very important role and builds a trusted role between the

Employee and the employer. By following the points given, the staff induction can be

effectively planned and can be well delivered to the employee.

On The Job Training Procedure

After the staff induction process OJT should be given to the staffs which help to

develop staff morale. “Instruction and improvement is essential for the preservation

of the human resource support of association and must be viewed as an important

part of organisation plan rather than ad hoc procedure issue” (Jain, 1999). So lack of

training results in a lack of skills to use the information active in a staff, which cause

unsuccessful guest services, a lack of self endorsement, guest displeasure and

resulting lesser efficiency for the organisation. Where the well trained person knows

the capacity, hope and strength of their respective jobs and they will be capable to

work for their department, as the growth during their careers. Training is

consequently important for human resource planning and development process.

Training for Professionals

There are two types of professional training are:-

a) Formal Education Training , and

b) Casual On The Job Training

Formal Education Training: - It is mainly theoretically based, undertaken to get

academic level, where the employee prove their skill academically not practically.

Casual on the Job Training: - It is based on practically and train, where a person

use their educational knowledge in their practical, which help them to put efficiently

and confidently.

On the job training was state to be the most ordinary and extensively acknowledged

and essential process for giving training to the employees for their suitable

performance. (Jain.P, 1999) establish that practical courses help to built new

comparative to the new staff because they allow employees to start work straight

away on their scheduled time and the most significant way of learning job

responsibilities or task.

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Principles for Effective Training

Every hotel organization has to plan an effective training program for their staff, for

this the following principles should be followed during the training.

It can be only successful, when it is known that learning is a voluntary process

that each and every staff ready to learn and so they must be well motivated.

Learning system for every staff is not same in case of adults, management

have to more focus on those employee who are take time to learn. So the

management start with different levels of skill with different motives and

manner to teach them.

Management should take good step to build up staff confidence level up to the

mark.

While giving instruction the sessions should be in short period of time instead

of long ones.

Make sure the entire trainee or staff attending the training session because if

they miss the session it very difficult to understand to the other training

session

Staffs need clear targets and progress to be checked by the manager, which

helps them to improve their technical skills and reach their goals.

During the training session time to time motivation can help to build their

praise towards the organisation.

(Boella, 1996p119-120)

Benefit of Training and Development

(Armstrong, 1999, p508) state that needs of training to be modified to suit individual

requirements and he also mentions few essential points that show the benefit of

training and development in the hotel.

Training improves individual, team and organisation performance in terms of

productivity, quality of service, performance and yield.

Improve operational elasticity by extending the range of knowledge overcome

by employee.

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Attract high quality level of staff by offering them learning and development

chance to boost their levels of ability and decorative their technical skills.

Hence enabling them to get more job satisfaction to gain higher rewards and

improvement within the group.

Increase the assurance of the staff by encouraging to identifying with the aim,

objective and mission of the organisation.

While training manager should help to manage change by increasing

understanding of the reason for change, because many of the employees are

not adjust them self with the changes that happening in the organisation.

Staff can perform better after a healthy training session that provided by the

management and they provide higher level of service to customers.

During training session management should also train them, how to tackle

during risk occurs in a hotel.

Identification of Training and Development Performance

After the training manager should need to identify the staff has learnt something or not for this, there are few points which help to identify the training and development activities within the staffs.

Training manager should check and identify their job skill and departmental knowledge. So the management will use a range of method to ensure the best match between training activity and trade needs.

After the training section manager or supervisor should examine there knowledge, what they learn from the training section by collecting feedback form and shorts of questionnaires.

Examine each and every employee, team and department for their performance during the working hour and identify the staff getting difficulty to perform in the environment.

Management should also examine the competitor review, and give the training to the staff in such a way, where they can perform well and selling the products. Then management can compete with other hotels in the market.

Motivation and appraisal help to increasing organisations are using this to make out individual guidance and development needs. A good performance after the training helps to promote to higher level within the organisation.

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These five points cover to identify of training and development performance.

(Roberts.J, 1999p201).

Problem Occurs During Staff Training

Time of Training: - Many a times it happens during the training session that

timing of staff shift clashes with training session which causes the loss of the

time, money of the organisation and lots of effort. This is especially a problem

of small operations with cash flow problems. So the manager should plan a

proper time management in such a manner, where the time of staff shift does

not clash with the shift (Walker & Drummond, 2006.p255).

Staff Turnover: - Staffs leaving after the management trained them and

having invested time in them, money and effort in them and if they leave all

the efforts are lost so attrition rates in an organization is a liability which needs

to be analysed and corrected. (Walker & Drummond, 2006.p255).

Short Term Employers:- It happens when employees do not want to stick

with the organisation to long and they are not interested to work because

other organisation are willing to pay them higher than they are getting from

the organisation(Walker & Drummond,2006.p256).

These three are the major problem that occurring in the hospitality industry regarding

training of the staff.

Primary Research

Staff Induction and on the job training provided at Royal Orchid hotel Bangalore is

very effectively as compare to that state above in secondary information. It takes

place in weekdays in second half after 2’0 clock in training manager induction board

room.

They start with introducing them to the staff, with the key information about the hotel

direction and operations. Training manager giving presentation with the help of LCD

projector is used to give effective presentation about the hotel.

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The step by step procedure for Induction

Human Resource executive plan a schedule for the induction round and copy

of the same put in the notice board, where they can check time and date for

their induction round.

During the induction round training manager introduce A to Z detail about the

chain of the organisation, where they are going to start their career. They are

provided with small booklet which contains mission statement and internal

and external phone number of the property.

Then they are introduce to all senior staff of the hotel including HOD (Head of

the Department of all the functional area), it is help to know their respective

departmental manager and other colleagues.

Training manager told them about the motto of the organization and rules; this

should be followed in daily bases in duty hours. They also provide with the list

of holidays and information about the punishment which will be compulsory on

absentee for those who are not informed about the reason for non-

attendance.

They also told about the posture and gesture, dressing scene, grooming,

etiquettes to the employee that she/he may use in their daily working life.

Newly joined employees are informed about the profit of working in the

organisation such as health policy, increments, bonuses etc.

Then information about the promotion, awards and other activity which can be

held in the hotel and tell the important factor to get it. Including restricted area

and timing of staff cafeteria.

And at last they were informed about the staff wash rooms and smoking policy

of the organisation to the employees.

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This will take more than two days of induction round to complete the session by

filling questionnaire from the employees.

Training procedure in Royal Orchid Hotel Bangalore

The training given to the staff is very help full for their future evidence, where they

can learn lots of thing and develop their technical departmental knowledge. This

training makes the staff more confident to prepare for his/her job duty and it also help

to make staff familiar with the hotel. It also improve the communication skills of the

staff.

Different job Training Methods

Each and every employee is provided with respective departmental dress

code. Respective departmental Manager Handover the new staff to the

supervisor to work with him to show how the work is done in the hotel.

That is easy to understand and learn, like Royal Orchid Hotel

housekeeping department head show them how to Handel the cleaning

equipments and maintenance of the equipments. They are also trained

how to be safe using electronic equipments and maintain personal

hygiene.

For the front office staff they are trained how to Handel the situation while

check in check out procedure going on in peek season, guest complain

like by mistake guest luggage misplace etc. So during the training session

front office manager give different type of situation to solve, to make the

employee good in situation handling. All of this done to give best quality of

service to the guest and this also supportive in the growth of organisation

and the employees.

Management should also trained for the risk factor, like how to protect the

asset and guest from the fire, breakage and other risk factor that could be

happen in the hotel.

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After all Staff induction and on the job training help the Royal Orchid Hotel to

improve their staff relation with in the chain and give good liquidity to the

management from the guests from their best services.

Conclusion

In this competitive world as well as globalisation world the staff induction and on the

job training plays a crucial role in the hospitality industry. During the induction

process staff gain knowledge about the management where she/he going to work.

At same stage staff comes to know about rules and regulation of the organisation,

shift timing and other procedure in the hotel. In on the job training staff gets

opportunity to perform and develop their interpersonal skills through this process and

it also help to develop communication skill, that are major issue in all service

industry.

Management should make sure the employee those who are working for the

organisation, they also except from them and looking for an awards for their work. In

this case management have to come with a plan, where they promoting time to time

and giving extra facilities to the staff. That makes them more hospitable towards the

organisation.

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Recommendation

The management should plan an effective induction and training procedure in such a

way, where the staff can clear their clarification regarding the subject knowledge that

given by managers, that could help to make good impression of the employees. The

HOD (Head of the Department) need to speak to all the employees present for the

session which will make them feel valuable and special to the organization and they

can work more friendly environment. The training manager should provide company

handbook to all the new staff and old staff, which includes aim and mission

declaration, operating policies, rules and regulation of the organisation and what they

expect from the employees.

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Referencing

Armstrong, M (1999), “A Handbook of Human Resource Management Practice” Kogan page,London.

Boella, M (1996), “Human Resource Management in the Hospitality Industry” Stanley Thornes, London.

Jain.P (1999), “On-the-job training: a key to human resource development” Retrieved on 04-04-2009 From http://www.emeraldinsight.com/Insight/viewPDF.jsp?contentType=Article&Filename=html/Output/Published/EmeraldFullTextArticle/Pdf/0150200504.pdf

Mr. Sudhir Anand, corporate training manager, The Royal Orchid Hotel.

Roberts.J(1999), “Human Resource Practice in the Hospitality Industry” Hodder & Stoughton Education, London.

Robertson.J(2006), “The importance of staff induction” Retrieved on 06-04-2009 From http://www.steptwo.com.au/files/cmb_induction.pdf

Swinton.L(2006), “ Staff Induction Plans: 7 top tips for getting new employees up to speed fast ” Retrieved on 02-04-2009 From http://www.mftrou.com/support-files/staff-induction-plans.pdf

Walker.R,Drummond.K(2006) “Supervision in the Hospitality Industry” John Wiley and sons, London.

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NAPIER UNIVERSITY EDINBURGHSCHOOL OF MARKETING, TOURISM AND LANGUAGES

STUDENT DECLARATION TO BE ATTACHED TOHT32422 Module COURSEWORK

Plagiarism is the publication, as one’s own, of the ideas, or the expression of the ideas, of another (Oxford English Dictionary). Some dictionaries use the term stealing. Plagiarism is not permitted in assessments at Napier University. Student Disciplinary Regulations (SDR) 11.2 categorises plagiarism as Academic Misconduct.

Major examples of plagiarism include the following

• copying from another student.

• copying large sections, from an academic or other source (e.g. book, internet article) without acknowledging that source.

Minor examples of plagiarism include

• Paraphrasing without acknowledgment.

• Quoting original reference obtained from a textbook but not reading “original” material.

OK NOT OK

Quoting a relevant passage from a book, if the reference is given e.g. Drury C, (2004), Management and Cost Accounting,6e, London, Thomson. The reference must be clearly linked to the body of your work by putting the Author’s name and date in brackets.

Copying from textbooks or articles and failing to acknowledge the source – even if the words/sentences are rearranged.

Comparing different authors’ ideas, with acknowledgement of source, and making your own comments.

Copying from other students – even if the words and/or sentences are rearranged.

Doing research with others in the library but writing your essay alone.

Allowing another student to copy your work

When citing from the WWW give the entire URL, the date of access and author if possible, not just the URL of the homepage e.g. http://nulis.napier.ac.uk/studyskills/#Plagiarism

URL of home page alone and /or no date e.g.

www.napier.ac.uk

Procedure if Plagiarism Identified

If a case of plagiarism is suspected (SDR 14.2):

The member of staff marking the work will seek a second opinion from another member of the teaching team and, if suspicion is upheld, report the matter to the School Academic Conduct Officer (ACO). If the case is considered minor, a range of sanctions may be applied, including reduction of the assessment mark. If the case

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is major, the matter will be referred to a School Disciplinary Committee, who will consider application of a broader range of more rigorous sanctions which range from a nil mark for plagiarised assessment and hence failure in module to rustication. I declare that I have read, and understand the above, and that the attached piece of work

for HT32422 Hospitality Product Development is my own work and is free from plagiarism as defined above.

Signature ___________________________________ Date 30-04-2009

Matric No:- N080 15092