3. Introduction to TajFounded by Jamshetji Nusserwanji Tata and
part of TataGroup.Opened as Taj Palace in Colaba, Mumbai
onDecember16, 1903.Operates 76 hotels, 7 palaces, serviced
apartments, 6private islands and 12 resorts and spas, spanning
52destinations in 12 countries across 5 continents andemploy over
13000 peopleInspired to open this grand luxury hotel after
Jamshetji
4. Why Taj ? To get an insight as to How HR works in an hotel
industry? How HR Department helps the employees to grow and adapt
to diverse cultures that they haveencounter on a day to day basis ?
Employees have to face clients directly on 24 x 7 basis. Customer
satisfaction is key success factor in Hotel Industry which lies
majorlyin employees hand. So employee is key to success in a Hotel
Industry.Thus, Employee Satisfaction is the foremost goal. Some
extra-ordinary heroic stories of taj employees came forward during
26/11terror attacks.
5. Success StoryTraining and Hiring Policies.360-degree
Feedback.ESTS.STARS.Employees share a deep connection and sense of
pridefor being associated with the legend that is Taj
6. Recruitment & Selection
7. Selection of various depts. like collection, security, house
keeping, etc. is quite STRICT & DIFFICULT. The process of
selection is as follows: Application Form Written Examination
Medical Examination Various rounds of Personal Interview.
8. Training & Development Policy
9. 18 months training - 6 months more than the industry
standard Believes That, The employees can be trained to be better
chefs or waiters, but they cannot be taught to be good individuals.
Build Leaders - Each employee is given an authority to take the
decisions pertaining to his work and this empowers them and helps
in building a leader in all. Train not just on the area of
expertise but all the related functions
10. 360-degree Feedback
11. Employees, including the managers and departmental heads
are also evaluated by their immediate subordinates. Counseled at a
personal level and apprised of where they fell short of the
expectations and how to go about it. Guides them to prepare a
roadmap for the future ,endeavors and tone their skills.
12. ESTS : Employee Satisfaction Tracking System
13. Conducting surveys to elicit response from the employees
and the records collected are used to rate the overall satisfaction
level of the employees. Targeted to achieve 100% satisfaction in
the course of its operation. Regularly looks into the employees
concerns and strives to address them. Forums for the employees to
voice their recommendation or compliment their colleagues.
Mandatory for the review committee to reply to the employees
suggestions within 2 days or he shall be allotted default
points
14. STARS : Special Thanks and Recognition System
15. Customers of an organization can be satisfied by it only
when its employees are satisfied. Recognizing and rewarding
employees who showcased excellent performance at their work.
Promoted successively to various levels. Employees were not just
assessed on their performance but also on parameters like honesty,
trustworthiness, concern for the environment, team spirit,
cooperation etc. Appreciations from the customers also fetched
points.
16. GFT : Guarantee of Fair Treatment
17. Taj has a comprehensive complaint resolution system in
place, known as the Guarantee of Fair Treatment (GFT), to ensure
that employee grievances were addressed. Under GFT, complaints
passed through successive stages in Tajs hierarchy, starting with
the immediate superior, depending on whether or not the said
employee was happy with the redress response given at each
stage.
18. Comparison Taj Palace Leela Palace Taj family considers
every Our brand, our employee as an important reputation, our focus
on people and commitment to member. service excellence. Has a
dedicated forum to raise recommendations Suggestions accepted only
and compliment peers. by customers. Feedback is given not only by
bosses or peers but Feedback only by seniors. also
subordinates.
19. Taj Palace Leela Palace Assessed not only on Assessed on
performance but also performance and on on personal qualities.
feedback by customers. Employees are Employees have to encouraged
to take follow their seniors. authority of the situation.
20. Outcomes of these Policies ERR (Employee retention rate) is
the highest amongstall its competitors. Drives employees beyond
their duties which was totallyunexpected of them as was in the case
of 26/12 Tsunamiand 26/11 attacks. In 2002, Taj Group was conferred
HERMES Award for itsinnovative HR practices.With the implementation
of STARS, there wastremendous improvement in the service standards
andalso the customer satisfaction level.
21. What they do ???Seek fresh recruits rather than lateral
hires.Hire from small towns and semi urban areas, not
metros.Recruit from high schools and second-tier business
schoolsrather than colleges and premier B-schools.Induct managers
who seek a single-company career and will behands-on.Focus more on
hiring people with integrity and devotion to dutythan on acquiring
those with talent and skills.Train workers for 18 months, not just
12.
22. What they do ??? Ensure that employees can deal with guests
without consulting asupervisor.Teach people to improvise rather
than do things by the book.Insist that employees place guests
interests over the companys.Have incumbent managers, not
consultants, conduct training.Use timely recognition, not money, as
reward.Ensure that recognition comes from immediate supervisors,
not top