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Induction in Hotel

Induction In Hotel



prof. bhavana chauhan

16 July 2012

Induction In Hotel


Sudha Bisht Suraiyya Khan Prashanti Kumbhar Neha Mhatre Priyanka Pawar

04 16 19 23 38

Induction In Hotel

We would like to express our sincere gratitude to the following people without whose help, support and encouragement, the successful completion of project would not have been possible. We would like to thank Prof. Bhavana Chauhan for her unwavering support during the entire course of this project work and for her constant encouragement and support throughout the course, especially for her useful suggestions given during course of the project period, Finally, we take this opportunity to extend our deep appreciation to our family and friends, I thank god, for being so kind to us and blessing us with you all.

Induction In Hotel

Sr no 1 2 3 4 5 6 7 8 9 10 Evaluation induction: key points 11 12 Conclusion Bibliography 22 23 topic Introduction Of Induction Definition Of Induction Why Induction Very Much Important Induction In Hotel TAJ Hotel In Mumbai The Objective of Induction Brief Information About History of :TAJ Hotel Brief Info About Restaurant Benefit Of Induction Page no. 5 5 6 5 8 8 10 16 18 20

Induction In Hotel

Induction is called as orientation. It is the planned process of introducing new employees to their jobs, their co-workers and the organization. The main purpose of induction is to relieve the new employee from possible anxiety and make him or her feel at home on the job.

Definition of Induction
According to Green (1978), orientation is defined as assistance provided to familiarize trainees with the job and help them adjust to the work environment, the employers establishment, and the specific training program in which they are enrolled.

Induction in hotel
In hotels managers work very hard to recruit, interview, and select the perfect applicant to fill the job opening in Hotels. They made the all-important job offer, and the applicant has accepted! However, sometime within the next three to four months, the new employee will have moved on to another job in your competitions restaurant or hotel. Because managers may not do a good job of matching the right applicant with the right job opening. Or they may failed to successfully familiarize their employee with the companys mission and policies or didnt train them adequately from the start. One of the primary reasons for conducting workplace orientation with brand-new employees is to ease their transition into new place of business and to make them feel good about their decision to come to work for you.

Induction In Hotel


* More Comfortable :
Employees who are brand-new to the hotel often have feelings of anxiety and wonder if they will fit in or if they will be able to do the job. New-employee orientation helps to make newly hired employees feel more comfortable in their new surroundings and helps them to understand the key goals of the organization, important policies, and procedures. They feel valued as members of a team helping to achieve a common goal at the workplace.

* Easy in first 10 to 14 days:

It is important to help the new employee fit in, especially in the critical first10 to 14 days on the job.

* Broad Overview Of The Goals :

Orientation programs set up for new employees provide both a broad overview of the goals and its philosophy of hotel as well as a more targeted view of the specific job itself.

* Create A Positive Mind-Set About The Company And The Job :

When new employees feel good about their decision to work for certain hotel, morale increases, Also, retention there is a increases, lot of and employee among turnover hospitality can be




when it comes to recruiting and hiring the very best employeeswhen a qualified applicant chooses your place of business, that applicant has cast a vote of confidence for you and your business over all the others.

Induction In Hotel

*Large scale operation :

Large rather hospitality extensive organizations employee such as hotel and restaurant New chains and may have orientation programs. food beverage

servers who are employed at Nashvilles famous Opryland Hotel may spend as much as two and one-half days in new-employee orientation before they ever begin actual on-the-job training. Of course, this makes sense when you consider that the Tennessee hotel has nearly 3000 guest rooms and more than 16 different restaurants, more lounges, the and bars. In the general, lengthier the and larger more the facility the and the





program will need to be.

Induction In Hotel


Following are the steps followed in Taj Hotel for Induction:

1. Receiving New Recruits:

In Taj hotels on the day of orientation the HR team and the auxiliary trainers would receive and seat the new recruits in a large banquet hall.

2. Welcome Letter:
After receiving new recruits they have given a signed welcome letter in the form of printed brochure, but new recruits name written by hand and signed by the general manager. Besides giving the history of the group, its founding values and beliefs, they would make the following personal promise to each new recruit: You have been selected because we believe you have the potential and the desire to meet the high standards of excellence that are hallmark of the Taj Group. We know you have hopes and aspirations of your own, and surely expectations from us as well. We consider it our obligation on our part to: Treat you fairly and with respect Ensure that your work opportunity are exciting and interesting Provide open two way channels of communication Offer suitable recognition for your dedication and excellence of performance

Ours is a growing company, continuously improving and expanding We wish to see you grow along with us.

Induction In Hotel

3. The Objectives Of Induction

Build confidence about self in the new employee is one of the major objectives of the induction. This will makes the employee who recruited recently is become more familiar with their work and hotel by reducing his/her anxiety that limits ability to learn to do the job. Create the feeling of belongings and loyalty with in the new employee is another objective of the induction. Usually a new employee of the organization has little fear about his/her strengths at the beginning, because of the difference of the work culture and the environment inside hotel. For eg: if he/she signed a long appointment letter which was has all the rules and regulations then he/she might have some of frighten. That fear and the shy of new employee could change by a good induction program. And it will help to adapt the environment within hotel in a short period. Familiarize the new employee with the hotel and the hotel environment with in a short time is another objective of the induction. If the new employee takes much more time to understand and adapt to hotel culture and environment of hotel, the hotel will not have effective outcome from the new employee at the beginning as they expecting. And know about management of the hotel like HR, mentor, training officer, supervisor and so on.

Assist the new employee to contribute to hotel success more quickly is another objective of the induction programs. New employee may not know the hotel objectives and the annual targets. At the induction program, an employee will get know about the things mentioned in above. New employee will understand the social responsibility of his/her to the organization. Then it will be helps to have effective and efficient works for the both parties of employee and employer

4. Vision Embrace talent and harness expertise to leverage standards of excellence in the art of hospitality to grow our international presence, increase domestic dominance and create value for all stake holders. Core philosophy of Taj states: customer. Happy employee leads to happy customer.

They believe in social responsibility and people-centric programs.


Induction In Hotel

5. Brief Information about History of Taj Hotel:

While conducting induction in Taj Hotel brief history of Taj Hotel is provided to all the employees present for induction. Brief History includes founder of company and main management of company. This will help employees about background of hotel. So that if any employee is asked about Taj Background by customer he is able to reply. Second important thing is to understand importance and value of taj. Histroy: The Company was incorporated in 1902 and it opened its first hotel, The Taj Mahal Palace, Mumbai, in 1903. The Company then undertook major expansion of The Taj Mahal Palace, 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.


JOHN WATSON OF WATSON HOTEL BOMBAY VS Jamshetji Nusserwanji Tata, founder of the Tata Group, opened the TajMahal Palace & Tower, the first Taj property, on December 16, 1903. He was inspired to open the grand luxury hotel after an incident involving racial discrimination at the Watson's Hotel in Mumbai, where he

Induction In Hotel was refused entry as the hotel did not permit Indians.Hotels which accepted only European guests were common across British India .

After Jamsetjis death Sir Ratan Tata along with his elder brother Dorab, followed in the footsteps of their father with great ability and zest. A sensitive and artistic personality, Sir Ratan was a man whose ideas were far ahead of his time. Sir Ratan always had in mind the upliftment of the poor and the improvement of social surroundings of his countrys people.Ratanji Tata (R.D.) took charge of the important departments of the firm and played an important role in steering the House of Tatas after 1916, when the company was going through the most critical financial phases of the worlds post war readjustment placed him in forefront of the great industrialists of the day. Known for his maturity and his role as a stalwart guardian, R.D. Tata continued to look after the trading and financial side of the company by devoting more time at the Head Office in Bombay. He thus played a significant part in realising Jamsetjis dream projects, especially the Iron and Steel Company, HydroElectric Companies and the Indian Institute of Science.


Managing Director & Chief Executive Officer Raymond Bickson's experience in hospitality spans thirty years and four continents. In January 2003, Mr. Bickson moved to India and joined the Board as Executive Director & Chief Operating Officer of Taj Luxury Hotels, overseeing the operations of all luxury properties and playing a key role in the global expansion and development of future hotels. He assumed the role as Managing Director & Chief Executive Officer of The Indian Hotels Company Limited in July 2003. Mr. Bickson brings extensive international hotel experience to the Taj Group in operations and management. He most recently served fifteen years as the Vice President & General Manager of The Mark in New York for The Rafael Group Hoteliers Monaco and with the Mandarin Oriental Hotel Group. His career includes a variety of management as well as training at some of the world's most renowned hotels as the Hotel Plaza Athenee Paris, Le Montreux Palace Switzerland and the Kahala Hilton Hawaii. An American national, Mr. Bickson attended the cole Htelire Lausanne in Switzerland and Advanced Management Programme at Harvard Business School. He was voted one of the Top 10 Best Hotel Managers by Leaders Magazine from 19972002. Mr. Bickson is a Member of the World Travel & Tourism Council (WTTC), International Business Leaders Forum (IBLF) and is an advisory board member of The Leading Hotels of The World (LHW), Cornell Hotel School Centre for Hospitality Research and Ecole Hoteliere de Lausanne in Switzerland.


Induction In Hotel

6. Introduction With Co-Workers And Employers:

After they have read the brochure, they would be made to introduce themselves to others, if not in front of whole group, at least in small clusters, so that each one would feel recognized.

7. Introduction With Management:

The entire senior management team from the regional Vice President downwards would join them for an hour. They would individually introduce themselves and extend a personal welcome. As over 70 percent of them were typically those who had also joined in similar capacities in their youth, thy would come through as ideal role models to emulate.

8. Positive Point of Taj Hotel:

Employee point of view: Youth Employee,Friendly working environment Best packages in Mumbai Accomodation facilities near by Medical facilities Employees holiday scheme and so on

Pay scales and pay days Vacation and Holidays Rest breaks Counseling Training and Education Program


Induction In Hotel Customer Point Of view: The Taj Mahal Palace Mumbai is listed in the 2010 Cond Nast Traveler Gold List of the world's best places to stay and the best facilities provided by Taj to customer. Offers: Best Rating and review

9. STAR system:
The TAJ management team tries to motivate their employee from the day of induction so that they will know about their importance in hotels by introducing them with STAR System which was launched in 2001 as an employee loyalty program. Operative throughout the year (April-March) .Open to all employees across the organization at all hierarchical levels and used as an appraisal system. 5 LEVELS OF STARS LEVEL 1 SILVER GRADE - 120 points 3months. LEVEL 2 GOLD GRADE 130 points within three months of attaining Silver grade. LEVEL 3 PLATINUM GRADE 250 points with in 6 months of attaining Gold grade. LEVEL 4 CHIEF OPERATING OFFICERS CLUB accumulate - 510 to 760 points. LEVEL 5 MDs CLUB accumulate 760 points or more no time bound.


Induction In Hotel POINTS AWARDED BASED ON Integrity & Honesty Kindness & Teamwork, Co-Ordination , Co-Operation

,Trustworthiness , Respect For Customers, Excellence In Work, New Initiatives, Environmental Awareness, Courage And Conviction METHODS OF AWARDING POINTS Through Customer Appreciation , Compliment A Colleague Forums ,Default Points, Various Suggestion Schemes ,Suggestions by employees that benefited the organization fetched them significant points,STARS awarded according to number of points (which would be pinned to their coats) AT DIFFERENT LEVELS OF STARS Employees were -Given gift voucher or a vacation in Taj Hotels of their choice in India -Felicitated at a function held at Taj , Mumbai by MD of Taj group Winners photographs were displayed on a big screen at the functions.

10.Tea Break:
In tea break new hires would have an opportunity to informally mix together.

11.Terms And Condition:

Tries to make familiar with Terms and condition of TAJ Hotel to employees.

Extra-person charges may apply and vary depending on hotel policy. Government-issued photo identification and a credit card or cash deposit are required at check-in for incidental charges. Special requests are subject to availability upon check-in and may incur additional charges. Special requests cannot be guaranteed. Pets not allowed Minimum check-in age is: 18 Early departure fee charged Check-in time starts at: 2 PM American Express

Induction In Hotel

Diners Club Discover JCB International MasterCard Visa Reservations are required for massage services and spa treatments. Reservations can be made by contacting the hotel prior to arrival, using the contact information on the booking confirmation. There are no room charges for children 12 years old and younger who occupy the same room as their parents or guardians, using existing bedding. All guests staying in hotel guestrooms must be registered with the hotel. No pets, including service animals, are allowed at this property.

12.Main Facilities
Ballroom(s), Coffee shop or caf, Elevator/lift, Gift shops or newsstand , Number of buildings/towers 2 , Number of floors 19, Poolside bar Shopping on site, Suitable for children Swimming pool outdoor, 24-hour business center, 24-hour fitness facilities, Airconditioned public areas, Luggage storage Number of bars/lounges 2, Number of meeting/conference rooms 11, Number of restaurants - 10 , Wireless Internet access surcharge , Total number of rooms , On-site medical assistance available 13. Audio-visual programme: formal audio-visual programme would include a detailed talk highlighting the future of the corporation as also the place in it for young bright people like the freshers 1. Rooms & Types Superior Sea View Room Deluxe City View Room Deluxe Sea View Room Luxury Grande City/Pool View Room Luxury Grande Sea View Room Taj Club City/Pool View Room Taj Club Sea View Room Executive Suite Luxury Suite Grand Luxury Suite Sgl. Room Rs. 23000 24500 26000 29500 31500 33500 35500 85000 120000 170000 Dbl. Room Rs. 24500 26000 27500 31000 33000 35000 37000 85000 120000 170000


Induction In Hotel

2. Brief Info About Restaurant

Starboard-Restaurant Starboard offers a fine selection of cocktails,European and Cuban fusion snacks. The bar has an alfresco area and a dance floor. Harbour Bar A stylish and sophisticated retreat for a drink or an informal meal, Harbour Bar first opened its doors to the discerning Mumbai gentlemen in 1933 and has since played host to decades of high-powered rendezvous'.

Sea Lounge-Restaurant Sea Lounge offers a wide array of tea and coffee as well as mouth-watering pastries from its famous desert trolley. The high tea includes hot snacks, dim sum, kebabs, scones and pastries. Chocolates, crepes and coffee also make a perfect accompaniment to an evening of live jazz from eight to midnight. Souk-Restaurant Shamiana is the ideal spot for stylish all-hours dining, featuring an extensive wine list and a variety of Indian and International cuisines. Lobster Thermidor, Dosas and Pao Bhaji are the signature dishes. Shamiana-Restaurant Shamiana is the ideal spot for stylish all-hours dining, featuring an extensive wine list and a variety of Indian and International cuisines. Lobster Thermidor, Dosas and Pao Bhaji are the signature dishes. Masala Kraft-Restaurant This restaurant is an attempt to retrace authentic Indian cuisine where time-tested ingredients are given a new life. The authentic experience starts with the hand washing ritual in brass containers, and is followed by the unique menus which feature signature dishes and piping hot phulkas (Indian bread) from the phulka trolley. The signature dishes include atta chicken and langarwali dal. Golden Dragon-Restaurant Started in 1973, Golden Dragon, India's first authentic Sichuan restaurant recently reopened with a contemporary new look. The delicacies include a wide array on dimsums, Beijing Peking Duck and the Chef's special - Song of the Dragon. The meal is perfectly complimented with a variety of exotic tea from around the world. The Zodiac Grill-Restaurant The Zodiac Grill dazzles with the world's finest service and our Chefs' creative genius. To complement signature dishes such as New French Goose liver, and selections from the House of Caviar, this restaurant uses the finest Riedel hand blown crystal from Austria, gilt-edged cutlery from Christofle of France, and the piece de resistance is the Bernardaud Porcelain from France. Wasabi By Morimoto-Restaurant This award winning restaurant offers a variety of Japanese delicacies with an array of delicious sakes and mouthwatering sushi. The introduction of several new dishes

Induction In Hotel including Enoki Tempura and Shimaji Mushroom add to the extensive menu. The variety of Whisky forms the perfect accompaniment to this exotic dining experience 3. Overall induction information through audio n video like best employee award, annual information, eg. Of worker interacting with customer, familiar with the dress code and way of treatment to customer.

14.Question And Answer Session

In this session the new hires are free to ask any doubts relating to their job, about the workplace etc. and trainers would freely give answers to such questions.

15. Dress Code Measurement Of Each And Every Employee Is Taken.

16. Finally once again medical checkup process is undertaken for safe side.


Induction In Hotel


Employee induction helps to reduce new employee anxieties, so new workers are able to learn their duties and are more productive. Induction also helps new employees to learn their duties faster so they quickly become valuable members of the team, which benefits both the employee and company.

The Benefits to the Hotel Overall

* Helps new employees feel good about their decision to work for in your hotel * Introduces new employees to the owner and managers of the hotel * Improves employees understanding of goals and priorities of hotel * Decreases employee turnover because employees are aware of the companys goals and policies from the start of their employment, which ensures that they work to achieve the companys goals and priorities

The Benefits to the Supervisor and to Management

Positive attitude of employee towards the work Managers and supervisors will benefit from an orientation program because well-adjusted employees with positive attitudes toward the company learn their specific job-related tasks more quickly and effectively and are more likely to make it through the first 10 to 14 critical days, a period during which many newly hired employees make up their minds about whether they should stay in their new job or whether they should quit. * Having a well-trained staff * Consistency in performance of all employees * Aids in evaluating employee performance

* Supports the supervisors role

* Lower rate of employee turnover

Induction In Hotel

The Benefits to the Employee

Perhaps no other party benefits from a solid new-employee orientation program more than the actual new employee. Some benefits include the following:

* Builds an important foundation for employee motivation A short but thorough new-employee orientation program is essential to ensure that the operations goals and priorities are clear to the new employees who are motivated to achieve the companys goals.

* Builds higher levels of job satisfaction Employees will feel more positive, less anxious, and more receptive to the training program.

* Properly sets the stage for the training that is to follow Setting the stage for new employees within the organization will make things easier as management and supervisors begin the training process.

* Builds self-esteem from the feeling of being part of a successful team


Induction In Hotel

Evaluation Induction: Key points

1. Avoid Common Mistakes
There are some common activities or situation that may go wrong ( pitfalls) that occur during induction that should be avoided at all. Hospitality managers and supervisor are responsible for: Ensuring that the new employee is not overwhelmed with too much information in a short period of time. Ensure that employee do not overloaded with forms to complete. Do not gave only menial tasks that discourage job interest and company loyalty of new appointed person and also make ensure about that employee do not pushed into the job with incomplete or inadequate orientation.

2. Work With A Checklist

One of the best ways to ensure that new-employee induction is productive for both the employee and the organization is to create a checklist that managers and supervisors may consult. In larger hospitality operations, such a checklist may be provided by the human resources department. In smaller operations, the owner or the general manager may be responsible for preparing it. If different tasks on the checklist are going to be performed by different people, then the individuals name should be specified and appear next to the task. In general, the larger the hospitality business is, the larger the checklist. The example that follows, the checklist has been broken into three broad categories: (1) Things to do before the new employee arrives, (2) Things to do on the employees first day at work, and (3) Things to do by the end of the first week of employment.

3. Take A Long, Hard Look At Your Current Orientation Program.

The first step of any organizational change effort is evaluating the protocols and procedures that are currently in place. Have a group of managers assume the roles of new trainees and sit through your current induction program from start to finish. Make notes about what works, whats out of date, and what could use a bit more fine-tuning.


Induction In Hotel

4. Solicit Feedback From Recent Trainees.

Talk to employees who have recently gone through your current induction program. Was there too little or too much information? Was it tedious? Did the format work? What would they like to have seen more or less of? Informal interviews or anonymous surveys are both effective methods that you can use to gather accurate information from recent hires. For best results, talk to a range of employees, including some who have been with the company for several months. This will help you better understand how your training program stacks up against employees actual on-the-job experiences.

5. Hit The Highlights, Skip The Fine Print.

Identify the most important things new employees need to know, and divide your training time accordingly. An exhaustive approach that covers every footnote in the HR manual isnt necessary, and if not actually wind up confusing your new hires. If you have a great deal of material that must to be covered, break the training sessions up over several days.

6. Give New Hires A Cheat Sheet.

If possible, prepare a binder with all written training materials and give it to your new hires before the induction session. This will give them a chance to begin familiarizing themselves with the organizations policies and procedures in advance. This way, theyll have more personal engagement in the process, and theyll be ready to ask questions about anything that was unclear.


Induction In Hotel

From above we can conclude that induction enable the new hired employee to become familiar with working environment in hotel it reduces the anxiety of new employee. As First impression is the last impression and induction is held at first day of the job managers should conduct it effectively so that employees will get good impression about the hotel and work efficiently.


Induction In Hotel

Bibliography Website:

Human Resource Management - Vipul Prakashan Author - N. G. Kale M. Ahmed Human Resource Management Author - Ashwathappa