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EVALUATION OF HYGIENE AND MOTIVATIONAL NEEDS OF EMPLOYEES
AT TAJ MOUNT ROAD, CHENNAI
INDEX
S.
N
o.
TITLE
1. Preface
2. Introduction
3. Industry Profile
4. Company Profile
5. Unit Profile
6. Objectives, Scope and Limitations of the Study
7. Research Methodology
8. Data Analysis and Interpretations
10
.Findings
11
. Suggestions
12
.
Annexure I
Annexure II
13
.Bibliography
Taj Mount Road, Chennai
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EVALUATION OF HYGIENE AND
MOTIVATIONAL NEEDS OF EMPLOYEES
AT
TAJ MOUNT ROAD,
CHENNAI
NAME: RAJALAKSHMI. U.
REGISTRATION : 200760471
NUMBER
SCDL
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PREFACE
Dear Reader,
What you will see in the pages ahead is not just a Fulfillment of an Academic Need
but the details of the Journey we went through at a Hotel called TAJ MOUNT ROAD,
CHENNAI.
The Hotel is in its Opening Project Phase wherein I had an Opportunity to
undertake my Project with specific reference to operational team members on board. The
choice of the topic EVALUATION OF HYGIENE AND MOTIVATIONAL NEEDS OF
EMPLOYEES AT TAJ MOUNT ROAD, CHENNAI was partly due to the advice of my
Guides, but more so of our Dream about understanding Employee Expectations from an
Organization.
Through this Project we have made an Attempt to understand the Material and
Infrastructural Requirements of the Employees at TAJ MOUNT ROAD, CHENNAI vis--
vis the Companys Plans and Provisions
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NO OBJECTION CERTIFICATE
This is to certify that Rajalakshmi U is permitted to use relevant data/information of this
organization for his/her project in fulfillment of the Post Graduate Diploma in Business
Administration Program.
We wish him/her all the success.
Seal of the company Signatureof the competent authority of
the Institute / Organization
Place: Chennai Name: Prakash. A
Date: 12.7. 2011 Signature:
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DECLARATION BY THE LEARNER
This is to declare that I have carried out this project work myself in part fulfillment of the
Post Graduate Diploma in Business Administration Program of SCDL.
The work is original, has not been copied from anywhere else and has not been
submitted to any other University/Institute for an award of any degree/diploma.
Date: Signature:
Place: Name:
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CERTIFICATE OF SUPERVISOR (GUIDE)
Certified that the work incorporated in this Project Report.. (Title) submitted
by.. (Learners name) is his/her original work and completed under my
supervision.
Material obtained from other sources has been duly acknowledged in the Project Report
Date: Signature of Guide:
Place:
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of Employees at Hotel Taj Mount Road, Chennai.
The Fundamental Questions being Researched were:
1 Identifying Hygiene and Motivational Factors from Employees point of view.
2 Identifying the Relative Importance Attributed by the Respondents to various
Hygiene and Motivational Factors.
3 Studying the Linkage between Satisfied Employees and their Performance.
4 Identifying the Pattern of Ranking of various Hygiene and Motivational Factors
from the Employees point of view.
5 Studying the Linkage between the Standard of Guests Service in the Service
Industry and the Motivation Level of the Employees.
6 Examining the Applicability of Professor Frederick Herzbergs Hygiene and
Motivational Theory with reference to an Organization in the Hospitality Industry.
The type of Research used in the Study was Descriptive Research. The Scope of this Study
is Restricted to Hotel Taj Mount Road, Chennai. The sample size is 155 and the Sampling
Procedure used is Convenience Sampling. A questionnaire was used for collecting Primary
Data. After the Responses were obtained they were Analyzed Qualitatively and
Quantitatively.
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INDUSTRY PROFILE
Hospitality towards Guests has been an Age Old Culture across the World. The Inns of the
Olden Days have now evolved into Star Category Hotels. They not only provide
Accommodation and Food to the Traveler, but a whole plethora of Conveniences and
Services.
Though over the years the face of Inn-keeping has changed to Hoteliering, the basic Ethos
has remained the same. To create a Home away from Home and of late to create and Office
away from Office for the Travelers.
The Hoteliering, is now an Industry, which is one of the Pillars of the Hospitality Sector;
the other two being Tourism and Travel Industries. These are the Industries
Complimenting and Supporting each other.
The Customer is referred to as Guest and is considered the Most Important person onthe premises. With the growth and severe competition among Hotels, service rather than
facilities has become the key differentiating factor for the Competing Hotel Units.
The Hotel can be broadly divided to into Accommodation Operations which encompasses
the Front Office and Housekeeping, and Food & Beverage Operations comprising the
Production (Kitchen) and Service Departments. Traditionally these two Operations have
been known to contribute to total revenues in the 60%:40% ratio respectively. These
Operations know as Front of the House are supported by the Heart of the House
comprising of Engineering, Finance, Sales & Marketing, Human Resources, Information
Systems, Learning & Development and Security.
The deliveries of Service being Spontaneous, Hotels are Labour Intensive. This underlines
the Importance of Recruiting, Inducting, Training and Retaining Service Oriented
Employees who give their Best every day with every Guest.
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COMPANY PROFILE
TAJ MISSION
Product, Service and Profit Leadership.
TAJ VISION
Embrace Talent and harness Expertise to leverage standards ofExcellence in the Art of
Hospitality to Grow our International presence, Increase domestic Dominance and
Create Value for all stakeholders.
For more than 100 years, we have Acquainted Guests with the living heritage of India -
and a legendary experience in Hospitality.
It began on December 16, 1903, when Jamshetji Nusserwanji Tata opened Tajs First
Hotel, the Taj Mahal Palace & Tower, Mumbai. This Grand Hotel Epitomized a
philosophy that still holds true today: provide impeccable Service and Unparalleled
Facilities so that every stay is a Memorable One.
A part of the Tata Group of companies, India's premier business house, Taj Hotels Resorts
and Palaces comprises 57 Hotels in 40 Locations across India with an additional 18
International Hotels in the Maldives, Mauritius, Malaysia, Australia, UK, USA, Bhutan,
Sri Lanka, Africa, and the Middle East. Over the years, Taj has won international Acclaim
for its Quality Hotels and its Excellence in Dining, Business Facilities, Interiors, and
World-Class Personalized Service.
In India, Taj is recognized as the Premier Hospitality provider, spanning the length and
breadth of the country, and gracing Important Industrial Towns and Cities, Beautiful
Beaches, Historical and Pilgrim Centres, and Wildlife Destinations.
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An Innovator in Dining, Taj was the first to introduce Sichuan, Thai, Italian, Mexican, and
Californian cuisine into the country. In 1972, it was the First to open a 24-hour Coffee
Shop in India at Taj Mahal Palace & Tower, Mumbai. Today, each Restaurant is Reflective
of that Tradition, Setting Benchmarks for an Outstanding Culinary Experience.
The Taj Group of Hotels is one of the Largest Hotel Chain in South Asia with 76 Hotels in
India and abroad with a turnover of over 1500 Crores. The Taj Hotels operate through Four
Strategic Business Units which are; Luxury International, Luxury India, Leisure and
Business.
TAJ LUXURY HOTELS (International)
1 St. James Court - London (UK)
2 51 Buckingham Gate London (UK)
3 Taj Exotica Resort & Spa, Maldives.
4 Taj Exotica Resort & Spa, Mauritius
5 The Pierre , New York
6 Taj Palace, Dubai7 Campton Plaza, New York
8 Taj Boston
TAJ LUXURY HOTELS (India)
The Taj Luxury Hotels capture the essence of the Taj experience. Located in the main
Political and Commercial cities of India they maintain the Highest Standards of all the
Services they offer. With Exquisitely Appointed Rooms and Modern Facilities of these
Hotels offer the finest Standards of Hospitality and Service.
9 Taj Mahal Palace and Towers - Mumbai
10 Taj Coromandel - Chennai
11 The Taj Mahal Hotel - New Delhi
12 Taj Bengal Kolkatta
13 Taj Palace Hotel New Delhi
14 Taj West End Bangalore
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15 Taj Krishna Hyderabad
16 Taj Lands End Mumbai
17 Rambagh Palace Jaipur
18 Taj Lake Palace Udaipur
19 Wellington Mews- Mumbai
20 Taj Umiad Bhavan Palace Jodhpur
TAJ BUSINESS HOTELS
Located in the Heart of Indias key commercial Cities and Towns, the Hotels provide every
Modern Facility at particularly attractive Rooms with International style. Hotels meet the
growing needs of business travellers to cities, which are rapidly Industrialising and
Expanding.
1 Blue , Sydney
2 The Pamodzi Hotel, Lusaka.
3 Taj Samudra, Colombo
4 Airport Garden Hotel, Colombo
5 Manjarun Hotel (Mangalore)
6 The Ambassador Hotel (New Delhi)
7 Taj Residency Ummed (Ahmedabad)
8 Gateway Hotel on Residency Road (Bangalore)
9 Taj Residency (Aurangabad)
10Taj Residency (Bangalore)
11Taj Residency (Calicut)12Taj Connemara (Chennai)
13Taj Banjara (Hyderabad)
14Taj Residency (Hyderabad)
15Taj Residency (Lucknow)
16Taj President (Mumbai)
17Taj Residency (Nashik)
18Taj Blue Diamond (Pune)
19Taj Residency (Vishakhapatnam)
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20Gateway on Athwa Lines(Surat)
21City Inn (Baramati)
22Taj Mount Road ( Chennai)
23Taj Gateway (Vijaywada opening shortly)
24 ITPL (Bangalore opening shortly)
TAJ LEISURE HOTELS
At the Taj Leisure Hotels, pleasure seekers, the curious and those simply get away from it
all can do just that. These properties include idyllic between genuine palaces, turn-of-the-
century garden retreats, hotels located in pilgrim centres and some of Indias best wildlife
sanctuary offering you experiences entirely unique in themselves.
Taj Palace Hotels
1 Jai Mahal Palace (Jaipur)
Taj Resort Hotels
1 Fishermans Cove (Chennai)
2 Fort Aguada Beach Resort (Goa)
3 The Aguada Hermitage (Goa)
4 Taj Exotica (Goa)
5 Taj Holiday Village (Goa)
Taj Garden Retreats
1 Taj Garden Retreat (Chikmagalur)
2 Taj Garden Retreat (Coonoor)
3 Taj Garden Retreat (Kumarakom)
4 Taj Garden Retreat (Madurai)
5 Taj Garden Retreat (Thekkady)
6 Taj Garden Retreat (Varkala)
7 Taj Cultural-Centre Hotels
8 Taj View Hotel (Agra)
9 Taj Ganges (Benares)
10 Taj Malabar (Cochin)
11 Taj Hari Mahal (Jodhpur)
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12 Hotel Chandela (Khajuraho)
Taj Other Hotels
1 Taj Residency (Ernakulam)
2 Taj Kuteeram (Bangalore)
3 Ramgarh Lodge (Jaipur)
4 Savoy Hotel (Ooty)
5 Taj Exotica, Bentota
6 Taj Coral Reef, Maldives
TAJ GVK HOTELS AND RESORTS LIMITED
Business Profile
Taj GVK Hotels and Resorts (TAJGVKHR) is a Joint Venture of the Taj and GVK groups.
Indian Hotels Company (IHCL), the Tata group firm owning the Taj Group of Hotels,
holds around 25.52% stake in the Taj-GVK combine. TAJGVKHR has been promoted by
Krishna Reddy, and the group owns about 35% stake. at Chennai.
The company currently has operations at Hyderabad, Chandigarh and upcoming properties
at Chennai and other locations in India.
The company has a room base of 575 in Hyderabad, 149 rooms at Chandigarh and an
upcoming 220 room Hotel at Chennai, Taj Mount Road. It is also coming up with a fourth
property at Hyderabad at Begumpet and plans are afoot for properties at Bangalore,
Amritsar and other cities in India. The company is envisaging a rapid consolidation into
the premium, Full Service Hospitality sector along with the IHCLs partnership to bring the
Best of Hoteleering to the market. Indian Hotels Company manages the operations of all
the three Hotels under the Taj brand. Taj Krishna has been positioned as Taj Luxury brand
catering to the top end of the market while the other two, Taj Banjara and Taj Residency
are a part of the business brand. Taj Banjara is close to the business hub and hence quickly
accessible to business users. The Taj Chandigarh and Taj Mount Road, Chennai are both
positioned as new age business hotels for the discerning and ever ready Business Traveller
Needs.
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TAJ SPAS
Taj Spas offer a spectrum of Authentic and Traditional Indian wellness Treatments andExperiences in a Stylish and Soothing Ambience. Drawing from Ancient India Healing
Wisdom and Ayurveda, Taj Spas believe that a spa unfolds a way of life wherein the life
Force is the Bedrock of Wellness.
Taj Spas enrobe Guests in exclusive experiences and environs whilst offering an Array of
Signature Treatments, Yoga and Meditation. The Treatments include a choice of Indian,
Royal and Holistic Experiences, Applications and Ceremonies specially designed to
maintain Physical, Mental and Spiritual Equilibrium.
Inspired by the Ancient Indian Science of the planning of space, Taj spas unfold a
Refreshing Idiom of Spa Design that emanates a Harmonious Balance of Energy and
Elements in their Restful Tropical Overtones, Organic Design and Contemporary Finishes.
The spas are equipped with Single and Double Treatment Suites, Beauty Treatment
Rooms, Meditation and Yoga Pavilions, Relaxation Pools and Fully-Equipped Gyms.
Highly Trained and Dedicated Spa Therapists offer Treatments with Unique Products
made from Pure Indian Herbs, Indian Aromatherapy Oils, Natural Creams and Special
Ingredients.
GINGER HOTELS
Launched in June 2004, the Smart Basics concept created a revolution in the world of
Indian Hospitality. A GenNext category of Hotels, they Signify Simplicity, Convenience,
Informality, Style, Warmth, Modernity and Affordability. The concept was developed in
association with renowned corporate strategy thinker, Dr C. K. Prahalad, and the Hotels
have been Indigenously designed and developed by IHCL.
The first of the Smart Basics Hotel was launched in Bangalore and was called IndiOne.
Having completed the test marketing of the concept and subsequent fine-tuning of the
Hotel Facilities and Services, the Smart Basics concept is now ready to roll out across
India. These Hotels have been Launched with a new name Ginger Hotels in sync with
the Fresh, Simple-Yet-Stylish and Warm World of Smart Basics.
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The Ginger Hotels are built around a unique concept that provides Facilities to meet the
Key Needs of today's Traveller, at surprisingly affordable rates. They have created a new
category in the Domestic Hospitality Landscape, while giving a major fillip to Indian
Tourism and other Ancillary Industries. The Primary Objective behind the launch of these
Hotels is to provide a superior product offering and consistent experience to Travellers,
beyond the present offerings in the Industry.
Currently Ginger Hotels are located at Agartala, Nashik, Durgapore, Mysore,
Thiruvanthapuram, Hardwar, Bhubaneswar and Pune.
TAJ AIR CATERERS (Called TAJ-SATS Singaporean Airport Terminal
Services)
TAJ merged with SATS in 2001. SATS owns 49% Stake while TAJ owns 51% Stake in
the Venture, it has operations in the following Metropolitan Cities of India.
1 Calcutta
2 Mumbai
3 Delhi
4 Chennai In Chennai known as Taj Madras Flight Kitchen
TajSATS is expanding its operations in the following cities in India - Amritsar,
Ahmedabad, Bangalore, Hyderabad & Pune. Amritsar is First on the list and construction
has been Initiated Already.
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UNIT PROFILE
Mission Statement of TMR
1 Be market leaders in F & B
2 Hip, Stylish Service
3 Profitable operation from beginning
Vision Statement of TMR
We at Taj Mount Road will strive to exceed guest expectations and financial targets by
creating unique and buzzing experience
We will achieve this through a smart, agile, competent and process driven team
VALUES
1 PEOPLE DIVERSITY, INTEGRITY & RESPECT
1 PASSION FOR EXCELLENCE
1 EXCEED EXPECTATIONS
1 INNOVATION
1 SENSE OF URGENCY & ACCOUNTABILITY
1 SOCIAL RESPONSIBILITY
1 JOY AT WORK
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Taj Mount Road An Overview
A Stylish, Contemporary, New Age Business Hotel with an international look, young and
trendy Food & Beverage and cutting edge technology.
1 Located centrally in the heart of the city On Mount Road
2 Proximity to Commercial Business District and Financial Institutions
3 30-minute drive from the Airport
4 Located close to shopping malls and entertainment centers
5 Proximity to the Secretariat and Chennai port
The way we work
1 Informal greeting - Hi-5 (Way of wishing colleagues) only in heart of the house
2 Not to use hand whilst eating at Caf (Tiffins) - Open the Cafeteria for Tea /Coffee
24x 7
3 Staff should not wait more than 5 minutes to meet HODs / Superiors
4 Shadow HOD for morning meeting once a week. Common language English to
be spoken
5 Celebrate Failures / Brickbats
6 Empowerment
7 First Name basis work culture. Fine for people addressing anybody by Sir /
Madam.
8 TEAM before ME-Conscious use of We rather thanI
9 Listen to colleagues Whenever, Wherever, Whatever
10 Self Help is the best help - Do your own work like making your own tea / coffee /
photocopy etc.
11 On the spot recognition
12 Net Savy
13 Everyone is a salesman - All front line staff to be geared up accordingly
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Lobby Salient Features
1 Mood Lighting
2 Elegant Lobby Lounge
3 High End Retail Outlets
4 Marble and Wooden Pillars with Column Lighting
5 Chandeliers from Presocia
A Fact File
Accommodation
220 Rooms
Club Lounge
DVD Players
I-Pod Jack
Fabric Sandwiched Glass Partition for Bathroom
3500 Sq Ft Presidential Suite
Room Category
CONFIGURATIONArea
(In Sqft)
No. of
Rooms
Room CategorySUPERIOR 273 42
DELUXE 345 110
RESIDENCY CLUB 345 52
EXECUTIVE SUITE 497 9
DELUXE SUITE 662 6
PRESIDENTIAL SUITE 3350 1
Total 220
Food & Beverage
24/7 European Bistro with an Oriental twist, temperature controlled sky
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light exposure, encompassing a 350 year old Laburnum (Rain Tree)
Unique water features enhancing the panoramic view of the bar and
restaurants
Roof top Med Restaurant with influence from Greece, Turkey, Lebanon,
Spanish & Morocco.
Poolside Bar with an overview of the Bay of Bengal
Beyond Indus Cuisine from Punjab, Pakistan & Hyderabad
Tapas Bar Floating bar with expert barman & entertainment
Banquets
3000 sq ft hall
Fabric blended panels
Built-in state of the art A/V
Other Facilities
Business Centre Facilities
State of the Art Business Centre
Interview Room
2 Self sufficient Meeting / Board room for 20 pax
Wireless Internet Services
Office Space
Internet Centre
Roof top Swimming Pool
1 Taj Spa & Health Club
2 Unisex Beauty Salon
3 In-house Laundry
What is new in Housekeeping?
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Introducing Buddy basket system
1 Two people to clean one room
2 Single point entry system
3 Will take charge of Minibars
4 Enhances team work spirit
5 Turn around time for cleaning is lessened
6 Healthy work environment
No Control Desk in the department
1 24/7 is one point contact for us
2 Everybody connected through CUGs
3 PDAs for Supervisors to take minibar check outs
How will PDA benefit us
1 Reduces paperwork
2 Automatic storage of data
3 Instant Guest Preferences Recorded and viewed
Mediterranean Restaurant
Overview of the Roof Top Restaurant
To provide unique international cuisine to the domestic and international business
travelers.
1 A very rustic and traditional Greek country home in the heart of Chennai city.
2 Guests can view the neon lit cities high raise, coolly tucked away from the heat and
the bustling traffic.
3 Guest can choose to seat in the cool environment of the restaurant which can
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accommodate up to 50 covers or dine under the star lit sky in open while watching
the ships dock into the Chennai harbor.
4 A well equipped bar to provide the guest with a choice of their favorite drink.
Recommended Cuisines
Greek, Spanish, Moroccan, Turkish and Lebanese
Beyond Indus Restaurant - Overview
1 To provide cuisines from the Indian sub continent to the domestic and internationalbusiness travelers.
2 A trendy, vibrant, up market fine dining restaurant.
3 A MEAL BY ITSELFconcept to be introduce so that guests are not hassled with
the service sequence.
4 INDIYAKI An interactive tawa cooking counter.
5 Open for lunch and dinner.
Recommended - Cuisines
Pakistani, Punjabi, & Hydrabadi
All Day Dining - Overview
1 To provide a unique combination of European Bistro food with an Asian flavors.
2 An up market modern, young, trendy restaurant.
3 Sky lit roof to capture the natural ambience of the day.
4 Inter active kitchen to enable guest and staff interaction.
5 Wokery and rotisserie live counter.
6 Ice cream Teppanyaki counter.
7 Two level seating in the restaurant.
8 Separate cold counter for salads, cold meats, desserts.
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Spanish Bar - Overview
1 Spanish word TAPA actually means LID.
2 TASCAS is the place where drink is served covered with a piece of bread or
cured meat.
3 The idea at LA TASCAS is that you can choose from many different types of
food and eat as little or as much as you like at any time of the day.
4 Offers a flexible and a social way of dining and are great for sharing, whether for a
couple or a large gathering.
5 A careful blend of everything good about Spain warm dcor, authentic cuisineand friendly hospitality.
Address:
Taj Mount Road, Chennai
No.2 Club House Road,
Chennai 600 002. India
Tel: 91 44 6462 7156
Fax: 91 44 2846 1908e-mail: [email protected]
Website: www.tajhotels.com
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OBJECTIVES OF THE STUDY
1 To Identify Hygiene and Motivational Factors from Employees point of view.
2 To Identify the Relative Importance Attributed by the Respondents to various
Hygiene and Motivational Factors.
3 To Study the Linkage between Satisfied Employees and their Performance.
4 To Identify the Pattern of Ranking of various Hygiene and Motivational Factors
from the Employees point of view.
5 To Study the Linkage between the Standard of Guests Service in the Service
Industry and the Motivation Level of the Employees.
6 To Examine the Applicability of Professor Frederick Herzbergs Hygiene and
Motivational Theory with reference to an Organization in the Hospitality Industry.
SCOPE OF THE STUDY
1 This covers 155 Regular Employees of Hotel TAJ MOUNT ROAD, CHENNAI,
which is in its Pre-Opening Stage.
LIMITATIONS OF THE STUDY
1 Some of the Respondents were not in a position to give complete data, so the
Researcher had to proceed with the Available Data.
2 Subjective Bias on the part of the Respondents can never be fully ruled out in a
Study of this kind.
3 The Findings of this Study are Applicable to Employees in the Hospitality Industry,
the Findings are Not Applicable to Other Sectors.
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RESEARCH METHODOLOGY
RESEARCH DESIGN
The Adoption of a proper Methodology is an Essential and Important step in conducting
survey (or) any Research. In this Study the Researcher has Adopted Descriptive Research
Method. Descriptive Research Studies are those studies which are concerned with
describing the state of affairs as it exists at present.
RESEARCH TOOL
A Questionnaire was used as the Research Tool for this Study. The Questionnaire was
chosen as it provides a more Comprehensive view than any other Research Tool.
SAMPLING TECHNIQUE
The Sampling Technique used by the Researcher is Convenience Sampling Method which
is a type of Non-Probabilistic Method of Sampling whereby elements are selected on the
basis of Convenience.
SAMPLE SIZE
The Researcher has collected Information from 155 Respondents with the help of a
Questionnaire and through Informal Discussion. The Respondents were from the
Departments of General Administration, Human Resources, Learning & Development,
Sales, Systems, Finance, Purchase, Front Office, Kitchen, Food & Beverage Service,
Housekeeping, Laundry, Engineering and Security. The respondents were of different
Designations like Managers, Asst. Managers, Executives, Associates, THT, Chefs,
Commis, Attendants, Hostess, HOMT, Operators, Engineers and Security Guards.
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PILOT STUDY
The Pilot Study was conducted to find out the Effectiveness of the Questionnaire and to
check if any corrections are to be made.
The Prototype of the Questionnaire was Administered on a Sample of 20 Respondents to
understand certain Factors such as:
1 Whether the Respondents Understand the Entire Questions?
2 Whether Certain Words in the Question Need Explanation?
3 Are there Unwanted Questions?
After the Approval from the Manager Human Resources and my Faculty Guide further
process of Collecting Primary Data was Executed.
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DATA ANALYSIS AND INTERPRETATION:
TABLE 1
Age of the Respondents
Age in Years Frequency Percentage
40 Years 7 4.5
Total 155 100.0
CHART 1
10.3%4.5%10.3%
9%
20.6% 45.2%
40 Years
Inference:
From the above Chart and Table it is Inferred that 45.2% of the Respondents are 21 25
Years of Age, 20.62% are 26 30 Years of Age, 10.3% each are 40 Years of Age.
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TABLE 2
Gender of the Respondents
Gender Frequency Percentage
Female 15 9.7
Male 140 90.3
Total 155 100.0
CHART 2
9.7%
90.3%
Female
Male
Inference:
From the above Chart and Table it is Inferred that 9.7% of the Respondents are Female and90.3% of the Respondents are Male.
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TABLE 3
Lockers / Bunkers
Ratings Frequency Percentage
Most
Important18 11.6
Important 30 19.4
Neutral 46 29.7
Less
Important28 18.1
Least
Important33 21.3
Total 155 100.0
CHART 3
21.3%
18.1%
29.7%
19.4%
11.6%
0
5
10
15
20
25
30
35
Most
Important
Important Neutral Less
Important
Least
Important
Percentage
Inference:
From the above Chart and Table it is Inferred that 29.7% of the Respondents Rated
Lockers / Bunkers as Neutral, 21.3% Rated it as Least Important, 19.4% Rated it as
Important, 18.1% Rated it as Less Important and 11.6% Rated it as Most Important.
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TABLE 5
Uniform
Ratings Frequency Percentage
Most
Important
41 26.5
Important 45 29.0
Neutral 39 25.2
Less
Important
21 13.5
Least
Important
9 5.8
Total 155 100.0
CHART 5
5.8%
13.5%
25.2%
29%26.5%
0
5
10
15
20
25
30
35
Most
Important
Important Neutral Less
Important
Least
Important
Percentage
Inference:
From the above Chart and Table it is Inferred that 29% of the Respondents Rated Uniform
as Important, 26.5% Rated it as Most Important, 25.2% Rated it as Neutral, 13.5% Rated it
as Less Important and 5.8% Rated it as Least Important.
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TABLE 6
Company Accommodation
Ratings Frequency Percentage
Most
Important42 27.1
Important 18 11.6
Neutral 17 11.0
Less
Important52 33.5
Least
Important26 16.8
Total 155 100.0
CHART 6
16.8%
33.5%
11%11.6%
27.1%
0
5
10
15
20
25
30
35
40
Most
Important
Important Neutral Less
Important
Least
Important
Percentage
Inference:
From the above Chart and Table it is Inferred that 33.5% of the Respondents Rated
Company Accommodation as Less Important, 27.1% Rated it as Most Important, 16.8%
Rated it as Least Important, 11.6% Rated it as Important and 11% Rated it as Neutral.
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TABLE 7
Transport Facility
Ratings Frequency Percentage
Most
Important15 9.7
Important 17 11.0
Neutral 11 7.1
Less
Important36 23.2
Least
Important76 49.0
Total 155 100.0
CHART 7
49%
23.2%
7.1%11%9.7%
0
10
20
30
40
50
60
Most
Important
Important Neutral Less
Important
Least
Important
Percentage
Inference:
From the above Chart and Table it is Inferred that 49% of the Respondents Rated
Transport Facility as Least Important, 23.2% Rated it as Less Important, 11% Rated it as
Important, 9.7% Rated it as Most Important and 7.1% Rated it as Neutral.
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TABLE 8
Suitable Equipments
Ratings Frequency Percentage
Most
Important38 24.5
Important 33 21.3
Neutral 43 27.7
Less
Important16 10.3
Least
Important25 16.1
Total 155 100.0
CHART 8
24.5%
21.3%
27.7%
10.3%
16.1%
0
5
10
15
20
25
30
Percentage
Most
Important
Important Neutral Less
Important
Least
Important
Inference:
From the above Chart and Table it is Inferred that 27.7% of the Respondents Rated
Suitable Equipments as Neutral, 24.5% Rated it as Most Important, 21.3% Rated it as
Important, 16.1% Rated it as Least Important and 10.3% Rated it as Less Important.
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TABLE 9
Quality Materials
Ratings Frequency Percentage
Most
Important24 15.5
Important 42 27.1
Neutral 40 25.8
Less
Important38 24.5
Least
Important 11 7.1
Total 155 100.0
CHART 9
15.5%
27.1%25.8%
24.5%
7.1%
0
5
10
15
20
25
30
Percentage
Most
Important
Important Neutral Less
Important
Least
Important
Inference:
From the above Chart and Table it is Inferred that 27.1% of the Respondents Rated Quality
Materials as Important, 25.8% Rated it as Neutral, 24.5% Rated it as Less Important,
15.5% Rated it as Most Important and 7.1% Rated it as Least Important.
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TABLE 10
Latest Technology
Ratings Frequency Percentage
Most
Important36 23.2
Important 42 27.1
Neutral 31 20.0
Less
Important29 18.7
Least
Important 17 11.0
Total 155 100.0
CHART 10
23.2%
27.1%
20%18.7%
11%
0
5
10
15
20
25
30
Percentage
Most
Important
Important Neutral Less
Important
Least
Important
Inference:
From the above Chart and Table it is Inferred that 27.1% of the Respondents Rated Latest
Technology as Important, 23.2% Rated it as Most Important, 20% Rated it as Neutral,
18.7% Rated it as Less Important and 11% Rated it as Least Important.
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TABLE 11
Free Laundry Service
Ratings Frequency Percentage
Most
Important8 5.2
Important 17 11.0
Neutral 18 11.6
Less
Important29 18.7
Least
Important83 53.5
Total 155 100.0
CHART 11
5.2%
11% 11.6%
18.7%
53.5%
0
10
20
30
40
50
60
Percentage
Most
Important
Important Neutral Less
Important
Least
Important
Inference:
From the above Chart and Table it is Inferred that 53.5% of the Respondents Rated Free
Laundry Service as Least Important, 18.7% Rated it as Less Important, 11.6% Rated it as
Neutral, 11% Rated it as Important and 5.2% Rated it as Most Important.
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TABLE 12
Clean & Safe Environment
Ratings Frequency Percentage
Most
Important49 31.6
Important 21 13.5
Neutral 23 14.8
Less
Important43 27.7
Least
Important 19 12.3
Total 155 100.0
CHART 12
31.6%
13.5% 14.8%
27.7%
12.3%
0
5
10
15
20
25
30
35
Percentage
Most
Important
Important Neutral Less
Important
Least
Important
Inference:
From the above Chart and Table it is Inferred that 31.6% of the Respondents Rated Clean
& Safe Environment as Most Important, 27.7% Rated it as Less Important, 14.8% Rated it
as Neutral, 13.5% Rated it as Important and 12.3% Rated it as Least Important.
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TABLE 13
Training
Ratings Frequency Percentage
Most
Important44 28.4
Important 30 19.4
Neutral 25 16.1
Less
Important44 28.4
Least
Important12 7.7
Total 155 100.0
CHART 13
28.4%
19.4%
16.1%
28.4%
7.7%
0
5
10
15
20
25
30
Percentage
Most
Important
Important Neutral Less
Important
Least
Important
Inference:
From the above Chart and Table it is Inferred that 28.4% each of the Respondents Rated
Training as Most Important and Less Important, 19.4% Rated it as Important, 16.1% Rated
it as Neutral and 7.7% Rated it as Least Important.
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TABLE 14
Career Development
Ratings Frequency Percentage
Most
Important52 33.5
Important 36 23.2
Neutral 37 23.9
Less
Important16 10.3
Least
Important14 9.0
Total 155 100.0
CHART 14
33.5%
23.2%23.9%
10.3%9%
0
5
10
15
20
25
30
35
Percentage
Most
Important
Important Neutral Less
Important
Least
Important
Inference:
From the above Chart and Table it is Inferred that 33.5% of the Respondents Rated Career
Development as Most Important, 23.9% Rated it as Neutral, 23.2% Rated it as Important,
10.3% Rated it as Less Important and 9% Rated it as Least Important.
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TABLE 15
Empowerment
Ratings Frequency Percentage
Most
Important24 15.5
Important 40 25.8
Neutral 35 22.6
Less
Important28 18.1
Least
Important28 18.1
Total 155 100.0
CHART 15
15.5%
25.8%
22.6%
18.1% 18.1%
0
5
10
15
20
25
30
Percentage
Most
Important
Important Neutral Less
Important
Least
Important
Inference:
From the above Chart and Table it is Inferred that 25.8% of the Respondents Rated
Empowerment as Important, 22.6% Rated it as Neutral, 18.1% each Rated it as Less
Important and Least Important, 15.5% Rated it as Most Important.
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TABLE 16
Recognition
Ratings Frequency Percentage
Most
Important29 18.7
Important 34 21.9
Neutral 35 22.6
Less
Important32 20.6
Least
Important 25 16.1
Total 155 100.0
CHART 16
18.7%
21.9% 22.6%
20.6%
16.1%
0
5
10
15
20
25
Percentage
Most
Important
Important Neutral Less
Important
Least
Important
Inference:
From the above Chart and Table it is Inferred that 22.6% of the Respondents Rated
Recognition as Neutral, 21.9% Rated it as Important, 20.6% Rated it as Less Important,
18.7% Rated it as Most Important and 16.1% Rated it as Least Important.
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TABLE 17
Suggestion Scheme
Ratings Frequency Percentage
Most
Important6 3.9
Important 15 9.7
Neutral 23 14.8
Less
Important35 22.6
Least
Important76 49.0
Total 155 100.0
CHART 17
3.9%
9.7%
14.8%
22.6%
49%
0
5
10
15
20
25
30
35
40
4550
Percentage
Most
Important
Important Neutral Less
Important
Least
Important
Inference:
From the above Chart and Table it is Inferred that 49% of the Respondents Rated
Suggestion Scheme as Least Important, 22.6% Rated it as Less Important, 14.8% Rated it
as Neutral, 9.7% Rated it as Important and 3.9% Rated it as Most Important.
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TABLE 18
Movies
Ratings Frequency Percentage
Most
Important11 7.1
Important 23 14.8
Neutral 23 14.8
Less
Important46 29.7
Least
Important52 33.5
Total 155 100.0
CHART 18
7.1%
14.8% 14.8%
29.7%
33.5%
0
5
10
15
20
25
30
35
Percentage
Most
Important
Important Neutral Less
Important
Least
Important
Inference:
From the above Chart and Table it is Inferred that 33.5% of the Respondents Rated Movies
as Least Important, 29.7% Rated it as less Important, 14.8% each Rated it as Neutral and
Important and 7.1% Rated it as Most Important
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TABLE 19
Food Festivals
Ratings Frequency Percentage
Most
Important21 13.5
Important 48 31.0
Neutral 36 23.2
Less
Important29 18.7
Least
Important21 13.5
Total 155 100.0
CHART 19
13.5%
31%
23.2%
18.7%
13.5%
0
5
10
15
20
25
30
35
Percentage
Most
Important
Important Neutral Less
Important
Least
Important
Inference:
From the above Chart and Table it is Inferred that 31% of the Respondents Rated Food
Festivals as Important, 23.2% Rated it as Neutral, 18.7% Rated it as Less Important, 13.5%
each Rated it as Most Important and Least Important.
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TABLE 20
Games
Ratings Frequency Percentage
Most
Important30 19.4
Important 43 27.7
Neutral 42 27.1
Less
Important31 20.0
Least
Important9 5.8
Total 155 100.0
CHART 20
19.4%
27.7%27.1%
20%
5.8%
0
5
10
15
20
25
30
Percentage
Most
Important
Important Neutral Less
Important
Least
Important
Inference:
From the above Chart and Table it is Inferred that 27.7% of the Respondents Rated Games
as Important, 27.1% Rated it as Neutral, 20% Rated it as Less Important, 19.4% Rated it as
Most Important and 5.8% Rated it as Least Important.
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TABLE 22
Picnics / Family Get To-Gether
Ratings Frequency Percentage
Most
Important55 35.5
Important 26 16.8
Neutral 25 16.1
Less
Important23 14.8
Least
Important26 16.8
Total 155 100.0
CHART 22
35.5%
16.8% 16.1%14.8%
16.8%
0
5
10
15
20
25
30
35
40
Percentage
Most
Important
Important Neutral Less
Important
Least
Important
Inference:
From the above Chart and Table it is Inferred that 33.5% of the Respondents Rated Picnics
/ Family Get To-Gether as Most Important, 16.8% each Rated it as Important and Least
Important, 16.1% Rated it as Neutral and 14.8% Rated it as Less Important.
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TABLE 23
Motivate Towards Putting Best Efforts
Factors Frequency Percentage
In-House
Convenient Store
/ Shop
53 34.2
Concierge
Service23 14.8
Holiday
Accommodation
at Taj Properties
79 51.0
Total 155 100.0
CHART 23
34.2%
14.8%
51%
0
10
20
30
40
50
60
Percentage
In-House
Convenient Store
/ Shop
Concierge
Service
Holiday
Accommodation
at Taj Properties
Inference:
From the above Chart and Table it is Inferred that 51% of the Respondents Opted for
Holiday Accommodation at Taj Properties as a Motivating Factor towards Putting their
Best Efforts, 34.2% Opted for In-House Convenient Store / Shop and only 14.8% Opted
for Concierge Service.
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TABLE 24
Salary and Allowances as per Industry Norms
Rank Frequency Percentage
1 65 41.9
2 44 28.4
3 14 9.0
4 12 7.7
5 20 12.9
Total 155 100.0
CHART 24
12.9%
7.7%
9%
28.4%
41.9%
Rank 1 Rank 2 Rank 3 Rank 4 Rank 5
Inference:
From the above Chart and Table it is Inferred that 41.9% of the Respondents Ranked
Salary and Allowances as per Industry Norms as 1, 28.4% Ranked it as 2, 12.9% Ranked it
as 5, 9% Ranked it as 3 and 7.7% Ranked it as 4.
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TABLE 25
Some Level of Job Security
Rank Frequency Percentage
1 26 16.8
2 44 28.4
3 26 16.8
4 21 13.5
5 38 24.5
Total 155 100.0
CHART 25
24.5%
13.5%
16.8%
28.4%
16.8%
Rank 1 Rank 2 Rank 3 Rank 4 Rank 5
Inference:
From the above Chart and Table it is Inferred that 28.4% of the Respondents Ranked Some
Level of Job Security as 2, 24.5% Ranked it as 5, 16.8% each Ranked it as 1 and 3, and
13.5% Ranked it as 4.
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TABLE 26
Correct Guidance from Superiors
Rank Frequency Percentage
1 18 11.6
2 19 12.3
3 42 27.1
4 52 33.5
5 24 15.5
Total 155 100.0
CHART 26
11.6%15.5%
33.5%
27.1%
12.3%
Rank 1 Rank 2 Rank 3 Rank 4 Rank 5
Inference:
From the above Chart and Table it is Inferred that 33.5% of the Respondents Ranked
Correct Guidance from Superiors as 4, 27.1% Ranked it as 3, 15.5% Ranked it as 5, 12.3%
Ranked it as 2 and 11.6% Ranked it as 1.
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TABLE 27
Helpful and Cooperative Subordinates
Rank Frequency Percentage
1 14 9.0
2 22 14.2
3 42 27.1
4 43 27.7
5 34 21.9
Total 155 100.0
CHART 27
9%21.9%
27.7% 27.1%
14.2%
Rank 1 Rank 2 Rank 3 Rank 4 Rank 5
Inference:
From the above Chart and Table it is Inferred that 27.7% of the Respondents Ranked
Helpful and Cooperative Subordinates as 4, 27.1% Ranked it as 3, 21.9% Ranked it as 5,
14.2% Ranked it as 2 and 9% Ranked it as 1.
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TABLE 28
Recognition of Outstanding Work
Rank Frequency Percentage
1 32 20.6
2 27 17.4
3 30 19.4
4 27 17.4
5 39 25.2
Total 155 100.0
CHART 28
25.2%
17.4%
19.4%
17.4%
20.6%
Rank 1 Rank 2 Rank 3 Rank 4 Rank 5
Inference:
From the above Chart and Table it is Inferred that 25.2% of the Respondents Ranked
Recognition of Outstanding Work as 5, 20.6% Ranked it as 1, 19.4% Ranked it as 3, 17.4%
each Ranked it as 2 and 4.
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TABLE 29
Satisfied Employees Work Hard
Satisfied Employees Work Hard Frequency Percentage
Yes 144 92.9
No 11 7.1
Total 155 100.0
CHART 29
92.9%
7.1%
0
10
20
30
40
5060
70
80
90
100
Percenta
ge
Yes No
Inference:
From the above Chart and Table it is Inferred that 92.9% of the Respondents Agreed that
Satisfied Employees Work Hard and 7.1% of the Respondents Did Not Agree to this
Statement.
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TABLE 30
Better Financial Prospects
Better Financial Prospects Frequency Percentage
Yes 131 84.5
No 24 15.5
Total 155 100.0
CHART 30
84.5%
15.5%
0
10
20
30
40
50
60
70
80
90
Percen
tage
Yes No
Inference:
From the above Chart and Table it is Inferred that 84.5% of the Respondents Agreed that
Employees Resigned their Jobs for Better Financial Prospects and 15.5% Did Not Agree to
this.
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TABLE 31
Career Advancement
Career Advancement Frequency Percentage
Yes 111 71.6
No 44 28.4
Total 155 100.0
CHART 31
71.6%
28.4%
0
10
20
30
40
50
60
70
80
Percenta
ge
Yes No
Inference:
From the above Chart and Table it is Inferred that 71.6% of the Respondents Agreed that
Employees Resigned their Jobs for Career Advancement and 28.4% Did Not Agree to this.
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TABLE 32
Overseas Employment Opportunities
Overseas Employment Opportunities Frequency Percentage
Yes 62 40.0
No 93 60.0
Total 155 100.0
CHART 32
40%
60%
0
10
20
30
40
50
60
Percenta
ge
Yes No
Inference:
From the above Chart and Table it is Inferred that 60% of the Respondents Did Not Agree
that Employees Resigned their Jobs for Overseas Employment Opportunities and 40%
Agreed to this.
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TABLE 33
Relocation Due to Personal Commitments
Relocation Due to Personal Commitments Frequency Percentage
Yes 25 16.1
No 130 83.9
Total 155 100.0
CHART 33
16.1%
83.9%
0
10
20
30
40
50
60
70
80
90
Percen
tage
Yes No
Inference:
From the above Chart and Table it is Inferred that 83.9% of the Respondents Did Not
Agree that Employees Resigned their Jobs for Relocation Due to Personal Commitments
and 16.1% Agreed to this.
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TABLE 34
To Start Own Business
To Start Own Business Frequency Percentage
Yes 39 25.2
No 116 74.8
Total 155 100.0
CHART 34
25.2%
74.8%
0
10
20
30
40
50
60
70
80
Percenta
ge
Yes No
Inference:
From the above Chart and Table it is Inferred that 74.8% of the Respondents Did Not
Agree that Employees Resigned their Jobs for Starting their Own Business and 25.2%
Agreed to this.
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TABLE 35
Standards of Customer Service in the Service Industry is largely determined
by the Motivation level of Employees
Ratings Frequency Percentage
Strongly
Agree118 76.1
Agree 29 18.7
Neither
Agree Nor
Disagree
6 3.9
Disagree 1 0.6Strongly
Disagree1 0.6
Total 155 100.0
CHART 35
76.1%
18.7%
3.9% 0.6% 0.6%
0
10
20
30
40
50
60
70
80
Percentage
Strongly
Agree
Agree Neither
Agree
NorDisagree
Disagree Strongly
Disagree
Inference:
From the above table and chart it is inferred that 76.1% of the Respondents Strongly Agree
and 18.7% of the Respondents Agree that Standards of Customer Service in the Service
Industry is largely determined by the Motivation level of Employees. 3.9% of the
Respondents were Neutral (Undecided). 0.6% each of the Respondents Disagree and
Strongly Disagree with the Statement.
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According to the Respondents, the Factors that Influence the Employees to Resign
their Job.
Table: Factors that Influence the Employees to Resign their Job.
Factors that Influence the Employees to Resign their Job Yes No
Better Financial Prospects 131 24
Career Advancement 111 44
Overseas Employment Opportunities 62 93
Relocation Due to Personal Commitments 25 130
To Start Own Business 39 116
Reasons for Emp loyees R esigning their
35%
30%
17%
7%11%
Better Financial
Prospects
Career Advancement
Overseas Employme
Opportunities
Relocation Due to
Personal Commitmen
To Start Own Busines
From the Chart a clear understanding of the set of Factors that Influence the
Employees to Resign their Job is Obtained.
From the above Chart we Infer that Better Financial Prospects (Higher Salary) is the First
Important Factor that Influences Most of the Employees to Resign their Job. Career Advancement
is the Second, Overseas Employment Opportunities is the Third, To Start Own Business is Fourth
and Relocation Due to Personal Commitments is Fifth.
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FINDINGS
1 Better Financial Prospects is Ranked as the First cause of Employees Resigning
from their Jobs. Career Advancement Prospects were Ranked Second followed by
Overseas Employment Opportunities which were Ranked Third. This was followed
by A Desire to Start their Own Business (Ranked Fourth) and Relocation Due to
Personal Commitments was Ranked Last.
2 Salary and Allowances as per Industry Norms were ranked as the First Motivating
Factor by the Respondents. This was followed by Job Security to Some Degree.
Recognition of Work was Ranked Third followed by correct Guidance from
Superiors and the Presence of Helpful and Cooperative Subordinates.
3 92.9% of the Respondents stated that Satisfied Employees Work Hard. 7.1% of the
Respondents did not Agree with this Statement.
4 Picnics / Family Get To-Gether for the Staff and their Families was Ranked as the
Crucial Factor contributing towards a Congenial Working Environment. This was
followed by Inter-departmental Games, Food Festivals, Yoga Sessions and Movies.
5 Opportunities for Career Development have been Quoted as the Most Important
Factor which Motivates the Employees to put in their Best Efforts. This was
followed by Training Programmes for Employees. Recognition of Excellent Work,
Empowerment (with reference to Decision Making) and Suggestion Scheme were
Ranked Third, Fourth and Fifth Respectively.
6 The Availability of Latest Technology has been Ranked First among the Factors
which Motivate the Employees towards Optimum Performance. This was followed
by Suitable Equipments for Daily Work. A clean & Safe Working Environment,
Quality Materials and Free Laundry Service were Ranked Third, Fourth and Fifth
Respectively by the Respondents.
7 Uniform has been Rated as the Most Important Factor of Satisfaction of their BasicNeeds. This was followed by Cafeteria, Company Accommodation, Lockers /
Bunkers and Transport Facility.
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8 51% of the Respondents stated that providing them Holidays at Taj Properties had a
strong Motivational effect. 34.2% stated that an In-House Convenient Store / Shop
and 14.8% stated that Concierge Services had a Motivational effect on them.
9 76.1% of the Respondents Strongly Agree that the Standard of Customer service in
the Service Industry is Largely Determined by the Motivation Level of Employees.
18.7% of the Respondents Agree with the Statement. 3.9% of the Respondents are
Undecided. 0.6% each of the Respondents Disagree and Strongly Disagree with the
Statement.
10 Respondents in the Younger Age group (21 25 Years) did not give much
Importance to Career Development. However the Respondents who were >40
Years of Age Evinced More Interest in Career Development. This may be
Attributed to the fact that Younger Employees will find Jobs in other
Organizations. The Older Employees may find it difficult to get similar Jobs in
other Organizations.
11 Respondents in the Age group of 40 Years give a lot of Importance to
Recognition of Outstanding Work as a Motivating Factor. Respondents in the lower
Age group (
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15 Female Respondents gave a lot of Importance to Pickup and Drop Facility provided
by the Employer. The Male Respondents did not give Much Importance to the same
aspect.
16 Male Respondents have stated that Picnics / Family Get To-Gether help to create
Congenial Working Environment. The Female Respondents have given Less
Importance to these activities as a means of providing a Congenial Working
Environment.
The Researcher observed from the Analysis of Primary Data that the Boundaries
between Hygiene and Motivational Factors are Very Thin. The same Factor is
Perceived as a Hygiene Factor by some Respondents and as a Motivational Factor
by other Respondents.
It is worthwhile stating that the Primary Data Analyzed has revealed that Higher
Salary and Allowances are a Motivating Factor for many of the
Respondents(41.9%). Professor Frederick Herzberg has stated in his theory thatSalary and Allowances were a Hygiene Factor. This difference may be due to
Economic and Cultural Differences in U.S.A and INDIA.
The Perception of the Employees about Hygiene and Motivational Factors is a
Constantly Changing one, a Factor seen as a Hygiene one today may be a
Motivational after some time and Vice Versa.
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SUGGESTIONS
The Management may consider enhancing the Salary and Allowances paid to the
Employees. This will be within the frame work of Certain Legal Requirements. The
Variable Component of the Salary Package can be Reworked. The Human Resources
Department can develop specific Career Progress Plans for the Employees so that are
Motivated by the chances to advance in their Career. The Human Resources Department
may consider Postings for the Staff at their Foreign Properties for a particular period of
time. This may have a motivating effect on the Employees and prevent them from
resigning from the Company. The Human Resources Department may consider Products
and Services from the Enterprises Started by the Ex-employees.
1 The Factor Ranked Second by the Respondents was Job Security, the Organization
will have to assure them about the policy pertaining to this and clearly explain it in
the Offer Letter. The Factor Ranked Third was Recognition of Outstanding Work,
the Human Resources Department could award suitable Monetary or Non-monetary
Rewards to Employees who have Outstanding Work. The contributions of these
Employees may be published in the House Magazine / Notice Boards along withtheir photos. This will serve to Motivate other Employees as well. The Factors
Ranked Fourth and Fifth are Correct Guidance from Superiors and the Presence of
Helpful and Cooperative Subordinates. The Management could provide such
environment through Suitable Counseling for their Employees.
2 Majority of the Respondents (92.9%) Agreed that Satisfied Employees Work
Harder. The Human Resources Department may consider conducting Job
Satisfaction Surveys among the Employees at Periodic Intervals.
3 As the Respondents choose Picnics / Family Get To-Gether as a Factor which will
help create a Congenial Working Atmosphere. The Management may call for
Suggestions from the Employees about the venue for Picnics / Family Get To-
Gether.
4 Most of the Respondents (50.3%) stated that the Availability of Latest Technology
(Equipments, Tools, and Supplies) helps them to put in their Optimum Performance
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and Provide Quality Service to the Guests. The Management may make efforts to
Procure and Supply the Latest Technology and Advanced Equipments in the Areas
(Kitchen, food & Beverage Service, Front Office and Housekeeping). This would
lead to a High Level of Guest Satisfaction and Repeat Customers.
5 Most of the Respondents have stated that provision for Uniform and other items by
the Management will provide a Moderate Level of Satisfaction of their Basic Needs.
The Human Resources Department may decide on a suitable policy with reference
to Provision and Laundering of Employee Uniforms. The Cafeteria Facility
available to the Employees was Ranked Second by the Respondents, as the Facilitywhich would Satisfy their Basic Needs. The Present Arrangement may be Continued
with.
6 Many of the Respondents (51%) have stated that providing Holiday
Accommodation at Taj Properties to them will have Motivational effect. The
Management may continue its current Policy of Holiday Accommodation to its
Employees at different Properties at Concessional Rates. The Human Resources
Department may consider providing Complementary Food to Employees of their
Holidays Staying at various Taj Properties.
7 The Respondents have stated that Empowerment is a Motivating Factor. The
Management has to Suitably Empower the Employees to take Decisions in their
day-to-day functioning.
8 The Female Respondents have stated that Transport Facility provided by the
Employer Satisfies their Basic Needs to some extent. Since the Hotel is not yet
Functioning. Once the Hotel Starts Functioning the Management may provide
Facilities for Droping the Lady Employees at the End of their Afternoon Shift.
The package JOY @ WORK Developed and Implemented by the Corporate Human
Resources Department is an Employee Friendly and Proactive measure for
Satisfying some of the Hygiene and Motivational Needs of the Employees (Refer to
Annexure II for details).
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The Researcher has Observed that quite a number of Employees have joined the
Organization and Resigned to Join elsewhere within a span of six months. The
Challenge for the Human Resources Department is Retention of Employees and
not Recruitment. As more High-end Hotels will be launched in Chennai, the
Crucial need is to Retain Qualified, Competent and Experienced Employees which
will make a difference in Customer Service and strengthen customer loyalty.
The Human Resources Department has to recognize the fact that the Borders
between the Hygiene and Motivational Factors are Constantly Shifting (Findings
Page No.103 - 105).
Suitable Employee Friendly Human Resources Policies will help to Satisfy the
Hygiene and Motivational Needs of employees to a Great Extent. This will help to
retain qualified and experienced employees.
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ANNEXURE I
QUESTIONNAIRE
_____________________________________________________________
Name:
Age:
Gender:
Educational Qualification:
Designation:
Department:
Date of Joining Taj Mount Road, Chennai:
Working Experience in the Industry In Years / Months:
Working Experience with the Taj Group of Hotels: In Years / Months:
_____________________________________________________________
Note: There are no right or wrong options. Please feel free to state your opinion
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For the questions given below Rate the appropriate one from the options
1 Most Important 2 Important 3 Neutral
4 Less Important 5 Least Important
1. In your opinion which of the following will provide Some Level of Satisfaction of
your Basic Needs? (Please Rate)
Lockers / Cafeteria Uniform Company Transport
Bunkers Accommodation Facility
2. Which of the following will help you to put in your Optimum Performance in the
Work Place? (Please Rate)
Suitable Quality Latest Free Laundry Clean & Safe
Equipments Materials Technology Service Environment
3. In your opinion which of the following will motivate you to put in your Best
Efforts? (Please Rate)
Training Career Empowerment Recognition Suggestion
Development Scheme
4. In your opinion which of the following will help to create a Congenial Working
Environment? (Please Rate)
Movies Food Games Yoga Picnics / Family
Festivals Sessions Get To-Gether
5. Which of the following will motivate you towards putting in your Best Efforts?
(Please Tick One)
In-House Convenient Concierge Service Holiday Accommodation
Store / Shop at Taj Properties
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9. What is the One Aspect, that Motivates you the Most to give your Best at the Place
of Work?
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_____________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_____________
10. Do you Agree that the Standards of Guest Service in the Service Industry is Largely
Determined by the Motivation Level of Employees?
Strongly Agree Agree Neither Agree Nor Disagree
Disagree Strongly Disagree
- Thanking You For Sparing Your Valuable Time !
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JOY
@WORK
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BRING IT TO LIFE
Joy is defined as a feeling of happiness coming from success, good fortune and a sense of
well-being Webster Dictionary Definition.
Given a choice, people would rather work at a wonderful place than a mediocre or
miserable one. So why not create a wonderful place to work in?
Why risk losing good people, when you can create an environment that encourages them to
stay?
Indeed, why not make your workplace culture itself, a selling point to attract and retain key
talent?
Joy@Work comes both from appreciation of human sprit and organizational support for
developing capabilities. The Joy@Work initiative is directly to realizing the learning and
growth objective of the divisions Balance Score Card an Energized, Passionate
Workforce.
In order to create a better atmosphere at work, a series of Joy@Work initiatives are
outlined in this manual for your unit. We request you to implement these initiatives in the
structured format. They focus on team spirit, unleashing the capabilities of employees,
striking a work-life balance, Breaking the ice, creating laughter which has scientifically
proven health benefits, enhancing the drive to excel and nurturing a sprit of innovation and
creativity.
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CONTENTS OF JOY
1. A Place To Unwind
2. A Global Menu
3. Just Chill!!!
4. Movie Masti & Magic
5. Holidaze
6. Talent Hunt
7. Edutainment
8. New Avenues
9. The Catch Of The Day
10. Joint Adventure
11. Shopease
12. Aces & Paces
13. Surf Board
14. At Your Service
15. Tripping Out
16. Fast Track
17. Family Jambori
18. Served With A Smile
19. Centre Of Attraction
20. Feedback On Joy@Work
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3 Team members to be included in the planning and decision-making process.
4 Communicate the event through posters on notice boards and at the staff cafeteria.
5 HODs to be present to serve, along with the staff.
Benefits to the Employees: Facilitates team spirit and a sense of a warm and caring
culture.
MOVIE MASTI & MAGIC
Objective: To provide employees with a source of fun and foster a feeling of togetherness.
Frequency: Bi-monthly
Eligibility: All employees
Venue: Indoor
How we go about it:
4 The HR department and team members to decide on the movie.
5 Communicate the event through posters on notice boards and at the staff
cafeteria.
6 Finalize the venue.
7 Finalize movie equipment.
8 Organize tea, coffee and snacks.
Benefits to the Employees: Provides entertainment and rejuvenation.
JUST CHILL!!!
Objective: To provide soft drinks at the cafeteria to team members at cost price.
Frequency: Daily
Eligibility: All employees
Venue: Staff cafeteria
How we go about it:
9 HR and Materials Department to identify and tie-up with soft drink providers
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for the installation of coolers for the sale of soft drinks at cost price.
10 A Coupon system to be introduced.
11 Employees to purchase the coupons from the cafeteria supervisor and exchange
the same for a soft drink.
Benefits to the Employees: Enables more refreshing breaks.
HOLIDAZE
Objective: To ensure a work-life balance.
Frequency: Annual
Eligibility: HODs, Executives and Employees
How we go about it:
12 At the beginning of the year (April), HODs to plan their Annual Leave, which
will be plotted in the monthly calendar for submission to the GM.
13 Similarly, the executives and employees leave planner to be approved by
HOD.
14 Leave, once planned at the beginning of the year, cannot be changed without
the prior approval of the GM or HOD.
15 Leave, once approved, should be honoured.
Benefits to the Employees: Betters work-life balance.
TALENT HUNT
Objective: To encourage all employees to participate in competitions - to develop and
showcase their expertise / talent and stimulate them intellectually.
Frequency: Fortnightly
Eligibility: All employees
Venue: Indoor
How we go about it:
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16 HR, along with the Joy@Work team, to plan and conduct the event.
17 Communicate the event through posters on notice boards and at the staff
cafeteria.
18 Make participation compulsory from all departments.
19 Will be a team event and the contest will be different every fortnight.
20 Each department will put up a team to participate.
21 Finalize the venue.
22 Finalize the judges for the events (employees to be nominated as judges).
23 Finalize prizes for the winners.
Benefits to the Employees: Helps break away monotony of a routine job. Reduces stress,
increases inter-departmental interaction and fosters team spirit.
EDUTAINMENT
Objective: To enhance the quality of communication by the usage of the electronic media.
Frequency: Daily
Eligibility: All employees
Venue: Heart of the house
How we go about it:
24 Replace existing notice boards, normally used for the display of general
information, with a plasma / LCD TV.
25 HR to upload Vision, Mission, Values, Employee Birthdays and Anniversaries,
Staff Happenings, facts about The Hotel and Important Messages.
Benefits to the Employees: Increases awareness through education and entertainment.
NEW AVENUES
Objective: To enhance an executives life style and enable her / him to learn a new talent /
way of life.
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Eligibility: HODs
Venue: Outdoor
How we go about it:
33 The GM and HOD to decide and finalize the venue.
34 Team building to be organized, depending on the business of the unit.
Benefits to the Employees: Provides entertainment, generates team spirit and bonding.
SHOPEASE
Objective: To ease the shopping experience for employees and their family members.
Frequency: Daily
Eligibility: All employees
Venue: Outdoor
How we go about it:
35 Identify and tie-up with reputed outlets for discounted prices.
36 HR and Materials department to co-ordinate to identify and tie-up with retail
outlets.
37 Communicate the list of discounted items at various outlets through notices.
Benefits to the Employees: Makes shopping easy.
ACES & PACES
Objective: To encourage employees to develop and showcase their talent by participating
in various events.
Frequency: Quarterly
Eligibility: All employees
Venue: Outdoor
How we go about it:
38 HR and JAW team to plan and conduct events across units.
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39 Teams, comprising members of all departments, to participate in the events
organized across other units.
40 This is a team event and the contest will be different every quarter.
41 Organize prizes to be given to the winning team at the end of the event.
Benefits to the Employees: Develops extracurricular activities, generates better health.
Fosters healthy competition, greater inter-unit and inter-departmental interaction and team
spirit.
SURF BOARD
Objective: To encourage employees to use the electronic media as a source of enhancing
knowledge, creativity and innovation.
Frequency: Daily
Eligibility: All employees
Venue: Indoor
How we go about it:
42 HR to identify a suitable place for providing PCs with internet connections.
43 The systems department to upload and provide access to the Taj website, Taj
Buzz and knowledge Hub.
44 Encourage staff to upload articles and learn best practices.
45 Create awareness of recent uploads and changes through notices, to ignite
interest and enthusiasm.
Benefits to the Employees: Increases awareness and is a medium for self learning.
AT YOUR SERVICE
Objective: To assist employees in carrying out their personal errands and commitments,
thus enabling them to spend more quality time with their families, friends or in any other
way they deem fit.
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Frequency: Thrice a week
Eligibility: All employees
Venue: Indoor
How we go about it:
46 Engage a Service Provider who can provide employees concierge service, like
the payment of electricity and mobile bills, buying and delivering movie and
travel tickets etc.
47 Communicate the concierge schedule to all employees.
48 Identify a place for the concierge service which is close to the staff entrance.
Benefits to the Employees: Generates greater productivity and a better work-life balance.
TRIPPING OUT
Objective: To encourage all team members to foster a greater team spirit and generate
bonding among the team at the unit.
Frequency: Annual
Eligibility: All employees
Venue: Outdoor
How we go about it:
49 Form an internal community.
50 Communicate the event through posters on notice boards and at the staff
cafeteria
51 Decide on a venue in conjunction with team members.
52 Organize picnics in 3-4 batches depending on the business of the unit.
Benefits to the Employees: Provides entertainment, generates greater team spirit and
bonding.
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FAST TRACK
Objective: To encourage team members to participate in sports and harness their talent
that would result in a better team spirit and bonding.
Frequency: Annual
Eligibility: All employees
Venue: Indoor / Outdoor
How we go about it:
53 Create a sports committee to plan the event.
54 Market the event through posters on notice boards and at staff cafeteria.
55 Invite nominations for the various events.
56 Finalize the venue.
57 Finalize the judges for the events.(Employees to be nominated as judges)
58 Organize prizes for the winners.
Benefits to the Employees: Makes people fitter and healthier. Fosters healthy
competition. Results in better inter-departmental interaction and team spirit.
FAMILY JAMBORI
Objective: To foster a sense of belonging and pride in the organization, among employees
as well as their families.
Frequency: Annual
Eligibility: All employees
Venue: Indoor / Outdoor
How we go about it:
59 An Annual Day Team Committee to be created to organize the event.
60 Communicate the event through posters on notice boards and at staff cafeteria.
61 Finalize the venue and logistics for conducting the event.
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62 Childrens drawing competition and a talent contest to be organized (the theme
to be decided by the unit).
63 Organize a childrens party with a high tea and with gifts that can be
distributed to all children present.
64 Team members to be encouraged to participate in the various entertainment
programmes decided by the unit.
65 Rehearsals and events to be organized by the units.
66 Prizes to be distributed to the winners.
67 Dinner to be organized for all invitees.
68 Chief Guest to be identified for the event.
Benefits to the Employees: Creates a sense of belonging and well-being.
SERVED WITH A SMILE
Objective: To provide employees with a quality of dining experience (Evocate of a
restaurant).
Frequency: Once in 3 years
Eligibility: All employees
Venue: Indoor
How we go about it:
69 Budget for the logistics and set up of the Staff Caf.
70 Ensure that the dcor of the Staff Caf is along the same lines as other trendy
coffee shops.
71 Take assistance, if required, from an interior.
72 Unit to ensure they are within the approved budget.
Benefits to the Employees: Provides a better dining experience enables people to feel
like valued guests. Allows them to unwind and relax during their free time.
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CENTRE OF ATTRACTION
Objective: To create an energetic, creative and vibrant work place for team members.
Frequency: Once in 3 years
Eligibility: All employees
Venue: Unit
How we go about it:
73 Budget to be decided in consultation with the GM and Finance Manager.
74 An NGO (dealing with underprivileged kids) to paint the team entrance,
depicting a kids theme (e.g. Parikama in Bangalore), that will also show that
we care for our community.
75 The rest of the Heart of the House can be painted with bright colors, depending
on the area.
Benefits to the Employees: Creates a lively and vibrant work place.
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BIBLIOGRAPHY
BOOKS REFERRED
1 John W. Newstrom and Keith Davis (2005) Organizational Behaviour Tata McGraw-
Hill Publication.
2 V.S.P Rao (2006) Human Resource Management Excel Books.
3 J.Jayasankar (2006) Organizational Behaviour Margham Publication.
4 Dr. S. Shajahan (2005) Research Methods for Management Jaico Publication.
INTERNET SOURCES
1 www.tajhotels.com
2 www.tata.com
3 www.wikipedia.org
4 www.answers.com