A

SUMMER INTERNSHIP PROJECT REPORT

ON

RECRUITMENT PRACTICES

In

Hotel industry

Submitted to:- Submitted by:-

Prof.Rajesh Mehrotra Sapna Chotwani

Director(SBM) MBA (Pass iii)

Main Campus

DECLARATION

1

I undersigned Ms. Sapna chotwani student of School of Business and

Management (M.B.A.) II Semester hereby declare that the report for Summer

Training Project entitled “Recruitment Practices” from 15th June, 2015 to 31st

July 2015 is my own work and has been carried out by student of School of

Business and Management (M.B.A), Jaipur National University, Jaipur in “TAJ

JAIMAHAL PALACE,JAIPUR”

This has not been submitted to any other university for securing in any

examination.

Sapna chotwani

Date:

Place: Jaipur

PREFACE

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“If you know the laws of buoyancy it doesn’t mean that you know how to

swim. It is only through jumping in the water that you get the feel of depth.”

One of the important thing as an M.B.A student is to implement the

knowledge whatever they get from practical survey and suggestions activity.

This summer internship is one of the examples of that type of implementation

by applying some standard for this to know various departments and get the

valuable knowledge regarding recruitment practices and policies in hotel

industry and various norms

It reminds a good experience on our part as we are able to understand

some real life situations in this globalization.

Our basic objective as for the summer training is to study as well as

getting the practical knowledge of how work is actually done in any industry,

through the project work in ”TAJ JAIMAHAL PALACE “ is to get knowledge

of human resource and recruitment policies of the company.

ACKNOWLEDGEMENT

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“I have taken efforts in this project. However, it would not have been

possible without the kind support and help of many individuals and

organizations. I would like to extend my sincere thanks to all of them.

I am highly indebted to Mr.Rajendra Sharma-Manager HR-Taj Jaimahal

Palace for her exemplary guidance, monitoring and constant encouragement

throughout the course of this thesis. The blessing, help and guidance given by

him time to time shall carry me a long way in the journey of life on which I am

about to embark.

I also take this opportunity to express a deep sense of gratitude to

Company Mentor Mr. Rohit Trivedi-Head Hr for their cordial support,

valuable information and guidance, which helped me in completing this task

through various stages.

I would like to specially thank Prof.Rajesh Mehrotra(Director-sbm),for

his valuable support and guidance.

Sapna Chotwani

TABLE OF CONTENTS

4

SR. NO. CHAPTER NAMEPAGE

NUMBER

Declaration 2

Preface 3

Acknowledgement 4

Executive summery 5

1 Introduction of Taj group 8

2 Introduction of Taj Jaimahal Palace. 20

3 Company Profile 25

4 Research Topic 39

5 Literature Review 56

6 Data Analysis & Interpretation 66

7 Annexure 85

8 Bibliography 89

LIST OF TABLES

5

TABLE

NUMBER

TITLE PAGE

NUMBER

1 Audited World Therapy Classes 13

2 Exit trend 2013 67

3 Exit trend 2014 69

4 Location wise attrition 70

5 Exit trigger 73

LIST OF GRAPHS

6

TABLE

NUMBERTITLE

PAGE

NUMBER

1 Audited World Therapy Classes 14

2 Exit trend 2013 68

3 Exit trend 2014 69

5 Exit trigger 74

7

8

HOTEL INDUSTRY AND HR: AN OVERVIEW

India is witnessing tremendous growth in the hospitality sector.

There is increasing interest from global players who are investing in the

industry while the Indian players are also on an expansion mode.

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

With diversity in the services offered, the Indian hospitality sector has

versatile offerings. The growing sector has also led to immense competition in

the sphere. The need to have the best recruitment and retaining talent by

innovative HR practices has become necessary and thus features HR.

Running a hotel is a process driven job wherein various departments work

hand in hand for better service. Also there are several levels at which the hiring

is done,with a well structured hierarchy in place. With large amount of

employee and high level of internal dependency, it becomes necessary for the

industry to focus on employee policies and engagement.

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There are several factors that make it necessary to have a well structured HR in

place for the domain

Process driven service approach

Hierarchical Employee structure

Need for training

Shortage of skilled manpower

Performance focused industry

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Human Resource practices are essential for the smooth functioning of the

hospitality domain since it helps the sector on various levels,

Recruitment

Retention

Team work

Training and development

Employee engagement

Performance analysis

The bright future and opportunities coming in the way of this booming segment

has increased the need to have well motivated employees who form the face of

this crucial but rewarding service industry.

“HRM is highly essential for the industry”

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The hospitality industry revolves around people: guests and the employees

serving them. Combined with the fact that the hospitality is highly competitive

and fast-paced, it’s no wonder human resources departments encounter myriad

problems on a daily basis.

The good news: HR can mitigate many challenging issues through

preventative measures. Add leadership and employee appreciation, and you can

keep problems in hospitality to a minimum.

Step one is knowing what the problems are.

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Introduction

TO

TAJ GROUP OF

Introduction and Overview

13

The Company was incorporated in 1902 and it opened its first hotel, The Taj Mahal Palace & Tower, Mumbai, in 1903. The Company then undertook major expansion of The Taj Mahal Palace & Tower, Mumbai by constructing an adjacent tower block and increasing the number of rooms from 225 to 565 rooms. With the completion of its initial public offering in the early 1970s, the Company began a long term programme of geographic expansion and development of new tourist destinations in India which led to its emergence as a leading hotel chain in India. From the 1970s to the present day, the Taj Group has played an

important role in launching several of India's key tourist destinations, working in close association with the Indian Government. The Taj Group has a philosophy of service excellence which entails providing consistently high levels of personalized service and innovative means of improving service quality.

The Taj Group has been active in converting former royal palaces in India into world class luxury hotels such as the Taj Lake Palace in Udaipur, the Rambagh Palace in Jaipur and Umaid Bhawan Palace in Jodhpur. In 1974, the Taj Group opened India's first international five star deluxe beach resort, the Fort Aguada Beach Resort in Goa. The Taj Group also began its business in metropolitan hotels in the 1970s, opening the five-star deluxe hotel Taj Coromandel in Chennai in 1974, acquiring an equity interest and operating contract for the Taj President, a business hotel in Mumbai, in 1977, and opening the Taj Mahal Hotel in Delhi in 1978.

In 1980, the Taj Group took its first step internationally by opening its first hotel outside India, the Taj Sheba Hotel in Sana'a, Yemen and in the late 1980s, acquired interests in the Crown Plaza - James Court, London and 51 Buckingham Gate Luxury Suites and Apartments in London.

In 1984, the Taj Group acquired under a license agreement each of The Taj West End, Bangalore, Taj Connemara, Chennai and Savoy Hotel, Ooty, with which the Taj Group made its foray into Bangalore.

With the opening of the five star deluxe hotel Taj Bengal in Kolkata in 1989; the Taj Group became the only hotel chain with a presence in the five major metropolitan cities of Mumbai, Delhi, Kolkatta, Bangalore and Chennai. Concurrently with the expansion of its luxury hotel chain in the major

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metropolitan cities, the Taj Group also expanded its business hotels division in the major metropolitan and large secondary cities in India.

During the 1990s, the Taj Group continued to expand its geographic and market coverage in India. It developed specialized operations (such as wildlife lodges) and consolidated its position in established markets through the upgrading of existing properties and development of new properties. Taj Kerala Hotels & Resorts Limited was set up in the early 1990s along with the Kerala Tourism Development Corporation. In 1998 the Taj Group opened the Taj Exotica Bentota which strengthened the Taj Group's market position in Sri Lanka. In 2000, the launch of the 56 acre Taj Exotica, Goa and the Taj Hari Mahal in Jodhpur were completed.

In 2000, the Taj Group entered into a partnership with the GVK Reddy Group to set up Taj GVK Hotels and Resorts Limited and thereby obtained a prominent position in the market in the southern business city of Hyderabad, holding three hotels and a major share of the market. In 2001, the Taj Group took on the management contract of Taj Palace Hotel, Dubai, and has established itself as an up-market hotel in the Middle East region. The Taj Exotica Resort & Spa, Maldives launched the Taj Group into the premium luxury hotel market and since its opening in July 2002, has won several international awards. The Taj Group also obtained licenses to manage and operate two leisure hotels; the Rawal-Kot, Jaisalmer and Usha Kiran Palace, Gwalior in October 2002.

In September 2002, the Taj Group acquired an equity interest in the former Regent Hotel in Bandra which gave the Taj Group access to the midtown and North Mumbai market. The hotel has since been renamed as the Taj Lands End, Mumbai.

In 2003, the Company celebrated the centenary of the opening of its Flagship hotel, the Taj Mahal Palace & Tower, Mumbai.

In 2004 the Taj Group opened Wellington Mews, its first luxury serviced apartment in Mumbai. In the same year, the Taj Group also launched the first of its "value-for-money" hotels in Bangalore branded 'Ginger', which division has 11 hotels in various locations in India and is owned through its wholly owned subsidiary.

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In 2005 the Company acquired on lease The Pierre, a renowned hotel in New York City, to enter the luxury end of the developed hotel markets internationally. The Company entered into a management contract for Taj Exotica in Palm Island Jumeirah in Dubai to expand its existing presence in the United Arab Emirates.

The Company enhanced its position as an operator of converted palaces by entering into a management contract for Umaid Bhawan Palace, Jodhpur in the princely state of Rajasthan in India. The Company, through a subsidiary, acquired the erstwhile 'W' hotel in Sydney, Australia in February 2006 and renamed it as 'Blue, Woolloomooloo Bay'. To expand its presence in the US market, the Company acquired in early 2007 Ritz Carlton in Boston and Taj Campton Place in San Francisco.

Hotels operated by the Taj Group internationally are located in US, Australia, Dubai, Maldives, Malaysia, Sri Lanka, the United Kingdom, South Africa, Bhutan and Zambia.

Scheme of Amalgamation ("Scheme")

On October 12, 2006, the Board of Directors of the Company approved the Scheme, under Sections 391 to 394 of the Companies Act for the for the amalgamation of Indian Resorts Hotel Limited, Gateway Hotels and Getaway Resorts Limited, Kuteeram Resorts Private Limited, Asia Pacific Hotels Limited, Taj Lands End Limited (Transferor Companies) with the Company. The Scheme was approved by the respective High Courts.

Rationale for the Scheme of Amalgamation

The Transferor Companies and the Company were engaged in the leisure and business hotels as part of the Taj group of hotels. A consolidation of the Transferor Companies and the Company was therefore expected to lead to greater synergy in operations, a more efficient utilisation of capital and create a stronger base for future growth of business in general and the Company in particular. The amalgamation was expected to result in administrative rationalization, organizational efficiencies, and optimal utilization of various resources.

Milestones achieved by the Company since incorporation are listed below:

,

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Year

Event

1903

The Company opens its first hotel, the "Taj Mahal Palace" in Mumbai, India.

1974

The Company opens its first five star deluxe beach resort, the "Fort Aguada Beach Resort" in Goa.

The Company begins business in metropolitan hotels by opening the five star deluxe hotel, the "Taj Coramandel" in Chennai.

1980

The Company opens its first hotel outside India, the "Taj Sheba Hotel" in Sana'a, Yemen.

1984

The Company entered into a licence agreement to operate the "Taj West End" in Bangalore, "Taj Connemara" in Chennai and the "Savoy" in Ooty.

1989

The Company opens a five star deluxe hotel in Calcutta, the "Taj Bengal".

1990

The Company establishes the Taj Kerala Hotels and Resorts Limited with the Kerala Tourism Development Corporation.

1998

The Company opens the "Taj Exotica" in Bentota, Sri Lanka.

2000

The Company establishes Taj GVK Hotels and Resorts Limited with the GVK group to operate three hotels in Hyderabad.

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2001

The Company is awarded the management contract for the "Taj Palace", Dubai.

The Company launches the "Taj Exotica Spa and Resort" in Maldives.

2002

The Company obtains licences to manage and operate two leisure hotels: the "Rawal-Kot" in Jaisalmer and the "Usha Kiran Palace", Gwalior.

The Company acquires an equity interest in "Regent Hotel" in Bandra, Mumbai which is later renamed as the "Taj Lands End".

2003

The Company relaunches its flag ship property as the "Taj Mahal Palace and Tower".

2004

The company opens its first Jiva Spa at the Usha Kiran Palace in Gwalior.

The Company launches its first luxury serviced apartments, "Wellington Mews" in Mumbai.

The Company opens its first economy hotel under the brand "Ginger" in Bangalore.

2005

The Company obtains a management contract to operate "The Pierre" in New York, USA.

The Company entered into a management contract to operate the "Taj Exotica" in Palm Island, Jumeirah, Dubai.

The Company obtained the operating agreement for the "Umaid Bhawan Palace" in Jodhpur.

2006

The Company acquires the "W" hotel in Sydney, Australia which is later renamed as the "Blue Sydney".

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The Company commences operation of its first wildlife lodge at Mahua Kothi, Bandhavgarh.

2007

The Company acquires the "Ritz-Carlton" in Boston, USA which is later renamed as the "Taj Boston".

The Company commences operation of its second wildlife lodge at Baghvan, Pench.

2008

Taj Hotels and the Tashi Group join hands to create the new benchmark for premium hotels in Bhutan - Taj Tashi Bhutan.

ALDAR Hotels and Hospitality and Taj Hotels enter into an exclusive agreement involving a number of hotel projects. The first hotel to be developed by ALDAR Hotels and Hospitality under the agreement is a five-star,

Taj Hotels Resorts and Palaces won 2 prestigious awards at The 2008 World Travel Awards: 1) Rajput Suite at The The Taj Mahal Palace & Tower, Mumbai won India's Leading Suite. 2) Taj Lake Palace, Udaipur awarded India's Leading Castle & Palace.

2009

Taj Lake Palace, Udaipur voted as the winner of the Editor's Choice Award 2008 for Gallivanter's Guide.

Taj Boston awarded 2009 Mobil Four-Star honors in recognition of its gracious and efficient service and luxurious accommodations and public spaces.

Taj Hotels Resorts and Palaces introduces Kefi - the Mediterranean restaurant at Taj Mount Road.

Taj Safaris open doors of its new luxury lodge, Banjaar Tola at Kanha National Park from February 18, 2009.

Taj launches Vivanta by Taj in Maldives.

The Gateway Hotels has signed a management contract to set up a 125 room hotel on a 16-acre prime location in Shirdi.

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Rambagh Palace, Jaipur has been voted the Best Hotel in the World by Condé Nast Traveller in the Readers Travel Awards for 2009 across travel and industry categories, in the World Top 100. It also tops the list of 'Overseas Leisure Hotels for Asia and the Indian sub-continent'. Scoring an overall 95.62, Rambagh Palace has the 'best ambience/décor' (98.12) and 'location' (96.5) of all hotels in the category.

2010

The Umaid Bhawan Palace, Jodhpur has been voted the Hotel Of The Year by the Gallivanter's Guide Editor's Choice Awards.

Taj Hotels Resorts and Palaces, one of Asia's largest and finest group of hotels, and VICTORIA-JUNGFRAU COLLECTION, an exclusive hotel group comprising four of Switzerland's leading luxury hotels have entered into a strategic joint marketing alliance to develop cross-promotional opportunities for both companies to harness each other's strengths in their respective markets.

Taj Hari Mahal, Jodhpur won the award in 'Hotel Providing Best Facilities for Differently Abled guest' category. Chef Ananda Solomon, Executive Chef, Taj President Mumbai and Corporate Chef Taj Group of Hotels along with Chef V.K. Chandrassekaran, Executive Chef Taj West End, Bangalore has been awarded as 'Best Chef in India' in the National Tourism Awards 2008-2009 by The Ministry of Tourism, Government of India.

The Indian Hotels Company Ltd announced a new hotel in North-East India, with the unveiling the foundation stone for Vivanta by Taj - Guwahati, Assam.

The Taj Mahal Palace & Tower, Mumbai announced the reopening of the elegant and legendary Ballroom, in the iconic Heritage Wing of the property on the March 30th , 2010.

Indian Hotels Company Limited has been recognised for its employment engagement at the workplace and is one of the 25 organisations to win the 'Gallup Great Workplace 2010' awards announced by The Gallup Organization.

The Indian Hotel Company Limited was chosen by the Credit Suisse Research Institute as one]

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VISION OF TAJ GROUP

Our vision is to lead and become the international benchmark in the

hospitality industry in india and in key regions of the world.

To dazzle and delight the customer with the highest quality of hotel

products,food and beverage experiences and above all exceptional service

standards.

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MISSION OF TAJ GROUP

We strive for a happier, healthier tomorrow. We shall provide total

customer satisfaction and achieve leadership in chosen markets, products and

services across the globe, through excellence in technology, based on world-class

research and development.

Our human resources will continue to be the most valuable assest in this

pursuit of leadership and the driving force for our growth.

We are responsible to the society. We shall be good corporate citizens and

will be driven by high ethical standards in our practices.

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TAJ PEOPLE PHILOSOPHY

You are an important member of the “TAJ FAMILY”.

We endeavour to select, retain and compensate the best talent in the industry.

We reward and recognize quality customer care based upon individual and team performance.

We commit to providing you with opportunities for continuous learning and development.

We abide by fair and just policies that ensure your well being and that of your family, the community and the environment.

We commit to regular and formal channels of communication which nurture openness and transparency.

We strongly believe that “YOU ARE TAJ”

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TAJ COMMUNITY DEVELOPMENT PHILOSOPHY

The Taj Group of Hotels is deeply committed to serving the community.

We recognize that the community is not just another stakeholder in our business, but serving the community is central to the core values we adhere to in the “TAJ GROUP”

We believe that being a good corporate citizen significantly enriches our corporate purpose.

The “TAJ GROUP” expresses this commitment through programmes evolved out of our core competency in hospitality management.

We further believe that serving people in the form of corporate volunteering not only revives the spirit of learning in the organization, but more significantly offers its transformational benefits to the employee.

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TAJ ENVIRONMENTAL POLICY STATEMENT

The Taj Group of Hotels is committed to protect,conserve and restore our natural environment for the benefit of present and future generations.

Towards this end it shall endeavour to:-

Set sound environmental objectives and targets ,and also integrate a process of review as essential elements of the environmental initiative of the group.

Comply with all applicable environmental laws and regulations. Build, manage and maintain hotels, food service facilities and other allied

services to operate more efficiently and profitably using fewer resources and generating minimal waste.

Continuously improve environmental performance and reduce environmental impact of our activities.

Create environmental awareness among our employees, customers, suppliers and the community at large.

This policy should be applicable to all facilities owned, managed and run by “THE TAJ GROUP OF HOTELS”.

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INTRODUCTION

TO

TAJ JAIMAHAL PALACE

“TAJ JAIMAHAL PALACE “,Set amidst 18 acres of beautifully landscaped Mughal gardens, this incomparable Palace dates back to 1745 A.D.

A masterpiece in the Indo Saracenic style of architecture, it blends spotlight-grabbing opulence with tantalizing comforts that transport guests to a world of Rajasthan magnificence.

It is located downtown close to the main shopping centre and historical monument.

At Jaimahal Palace, guests can step into a world that stirs the senses.

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Research topic

WHAT IS RECRUITMENT

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