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A

Project Report
On

Human Resource Functioning in


Hotel Holiday Inn

IN PARTIAL FULLFILLMENT OF THE REQUIREMENT


FOR THE B.B.A DEGREE PROGRAMME OF UTTARPRADESH

DR. BHIM RAO AMBEDKAR UNIVERSITY AMRITSAR

Session-2006-2009

Submitted To

Submitted By

Mrs. Nimeesha Pathak

Yogita
B.B.A 6th SEM
Roll No- 4568

ANAND ENGINEERING COLLAGE


KEETHAM, AMRITSAR

PREFACE
The Annual Report is an integrating part of B.B.A.
course. During the course of training the trainees are
expected to use and apply their academic knowledge and
gain a valuable insight into corporate culture with all its
environmental operational complexities. The said training
offers valuable opportunities to the trainees to meet their
academic knowledge with real world situation.
I undertook the said training at Human Resource
Functioning in Hotel Holiday Inn ". During the training, I
visited each department of the Hotel and concentrated my
training in Human Resources department where my focus was
on understanding the various policies & procedures followed
during training and development of employees and their
impact on various employees.
In this report, I have put my best efforts to compile the
information to the highest level of accuracy.

Yogita

ACKNOWLEDGEMENT
I am deeply indebted to

general Manager of Hotel

Holiday Inn, Amritsar. Who has permitted me for Training and


to gather data of this Organization, which is necessary for my
report.
I will take this opportunity to express my gratitude
towards Mr.Rajendra Prasad (Human Resource Manager) Mr.
Sanjay Marwah (Finance Manager), Mr.S.D.Arora (Asst.Finance
Manager) and Mr. Surinder Dadhwal (F&B Controller) Hotel
Holiday Inn for sparing some of their precious times. During
the training period their detailed and valuable information had
molded the study in the present format.
I would also like to thank Mr. Rajesh Kumar Singh
(Human

Resource

Supervisor)

Mr.

Yogendra

Sharma

(Accountant) and all others for their guidelines in my training.


They have also co-operated me in training. They have also
helped me in matter collection.

Especially I would like to thank Mrs Nimeesha Pathak


and (Placement Co-coordinator) Annand Engg. College, Farah
Mathura for providing this opportunity.

(YOGITA)

DECLARATION

I hereby declare that the project entitled Human Resource


Functioning in Hotel Holiday Inn submitted for the
Degree of Bachelor Of Commerce is my original work and the
project has not formed the basis for the award of any degree,
diploma, associate ship, fellowship or similar other titles. It
has not been submitted to any other university or Institution
for the award of any degree or diploma.

Place:

Signature of the student

Date:

Name: Yogita
Roll No.- 4568

CERTIFICATE

Certified

that

the

project

Human

Functioning in Hotel Holiday Inn.

Resource

Is a work done by

Yogita during the period of her study under my guidance, and


that the project has not previously formed the basis for the
award of any degree, diploma, associate ship, fellowship or
similar other titles and that it is an independent work done by
her.

Signature of the Guide __________________

Place: AMRITSAR

Name: Mrs. Nimeesha

Pathak
Date:

CONTENTS
About Holiday Inn
Aim Of The Organization
Objective Of The Study
History of Hotel Holiday Inn
Policies & Crevice Offered
Introduction
1. Factors Influencing Recruitment
2. Process of Recruitment
3. Theorys regarding Recruitment
Introduction
Distinction Between Training And Development

Principles Or Concepts Of Training Followed in Hotel Holiday Inn


How To Make Training Effective
Who is who at Holiday Inn Amritsar
Address of Hotel Holiday Inn In India.
Department of Hotel Holiday Inn

Personnel Department
1. Finance Department
2. House Keeping Department
3. Marketing & Sales Department
4. Store Department
5. Front Office
6. Food & Beverages Department

Research Methodology

Conclusion

Questionnaire

Bibliography

INTRODUCTION
Training and development programme are necessary in
any organization for improving the quality of work of the
employees at all levels, particularly in a world of fast changing
technology, values and environment.
Successful candidates after being recruited and selected
for the jobs need training to perform their duties effectively.
Workers must be trained to operate machines, reduce scrap &
avoid accidents. It is not only the workers who need training.
Supervisors, managers and executives also need to be
developed in order to enable them to grow and acquire
maturity of thought and action. Training and development
constitute an ongoing process in any organization.
In the Hotel Holiday Inn each and every candidate after
being selected are given on the job training so to enable them
to understand their duties well and give their best in future.

DISTINCTION BETWEEN TRAINING AND


DEVELOPMENT
A formal definition of training and development is "It is
any

attempt

to

improve

current

or

future

employee's

performance by increasing an employee's ability to perform


through learning, usually by changing the employee's attitude
or increasing his or her skills and knowledge. The need for
training and development is determined by employee's
performance deficiency, computed as follows:Training and development need =
performance -

Standard

Actual performance

Training: Training is short-term process utilizing a


systematic and organized procedure by which non-managerial
personnel learn technical knowledge and skills for a defined
purpose.
Development:- Development is a long term educational
process utilizing a systematic and organized procedure by
which managerial personnel learn contextual and theoretical
knowledge for general purpose.
The difference may stated as;

Learning Dimensions
Who?

Training

Non -Managerial

Development
Managerial Personnel

personnel
What?

Technical and

Theoretical,
Mechanical-

operations

Conceptual Ideas

Why?

Specific Job related

General knowledge

purpose
When?

Short -Term

Long - Term

IMPORTANCE OF EMPLOYEE TRAINING


To

Increase

Productivity:-

Instructions

can

help

employees increase their level of performance on their


present assignment. Increased human performance often
directly leads to increased operational productivity and
increased company profit. Again increased performance and
productivity because of training, are most evident on the part
of new employee who are not yet fully aware of the most
efficient and effective ways of performing their job.
To Improve Quality: Better-informed workers are less
likely to make operational mistakes. Quality increases may be
in relationship to a company product or service.

To Help a Company Fulfill Its Future Personnel


Needs: Organizations that have a good internal educational
programme will have to make less drastic manpower changes
and adjustments in the event of sudden personnel alterations.
When the need arises, organizational vacancies can more
easily be staffed from internal sources if a company initiate
and maintains an adequate instructional programme for both
its non supervisory and managerial employees.
To Improve Organizational Climate: An endless chain
of positive reactions results from a well-planned training
programme. Production and product quality may improve
financial incentives may then be increased.
To Improve Health and Safety: Proper training can
help prevent industrial accidents. A safer work environment
leads to more stable mental attitudes on the part of
employees.
Obsolescence Prevention: Training and development
programme foster the initiative and creativity of employee
and help to prevent manpower obsolescence, which may be
due to age, temperament or motivation, or the inability of a
person to adapt himself to technological changes.

Personal Growth: Employees on a personal basis gain


individually from their exposure to educational experiences.

PRINCIPLES OR CONCEPTS OF TRAINING


FOLLOWED IN HOTEL HOLIDAY INN

Since training is a continuous process and not a one shot


affair

and

since

it

consumes

time

and

entails

much

expenditure, it is necessary that training programme or policy


should be prepared with great thought and care, for it should
serve the purposes of the establishment as well as need of
employees. Moreover, it must guard against over-training, use

of poor instructions, too much training in skills, which are


unnecessary for a particular job, inadequate tools and
equipment and over reliance on one single technique-e.g. on
slides, pictures or lectures.
Certain general principles considered while organizing a
training programme are as follows:
(1) Trainees in work organizations tend to be most
responsive to training programmes when they feel the need to
learn, i.e. the trainee will be mere eager to undergo training if
training promises answer to problem or needs he has as an
employee.
(2)

Learning

is

more

effective

where

there

is

reinforcement in form of rewards and punishments i.e.


individuals do things that give pleasure and avoid things that
give pain.
(3) In the long run, awards tend to be more effective for
changing

behavior

and

increasing

one's

learning

than

punishments.
(4) Rewards for the application of learned behavior are
most

useful

performance.

when

they

quickly

follow

the

desired

(5) The larger the reward for good performance following


implementation of learned behavior; the greater will be the
reinforcement of the new behavior.
(6)
penalties

Negative
and

reinforcement,

heavy

criticism

through

application

following

of

inadequate

performance, may have a disruptive effect upon the learning


experience of the trainee than positive reinforcement.
(7) Training that requests the trainee to make changes in
his values, attitudes and social beliefs, usually achieves better
results if trainee is encouraged to participate, discuss and
discover new desirable behavior norms.
(8) The trainee should be provided with feedback on the
progress he is making in utilizing the training he has received.
(9) The development of new behavior norms & skills is
facilitated through practice and repetition. Skills that are
practiced often are better learned and less easily forgotten.
(10) The training material should be made as meaningful
as possible, because if the trainee understands the general
principles underlying what is being taught, he will probably
understand it better.

THE TRAINING PROCESS IN HOTEL HOLIDAY INN


Discovery or Identifying Training Needs

Devising a Training Development Programme

Who are the trainees?


Who are the trainers?
What

methods

&

techniques?
What should be the level
of
training?
What

principles

learning?
Where to conduct the
programme?

Implementation of Training & Development Programme

Evaluation of the Programme

THE TRAINING PROCESS

of

1.

Discovery or Identifying Training needs:


William

Berliner

and

William

Mc

Larne

say

that

discovering training needs involves five tasks:


Task Description Analysis
(a) List the duties and responsibilities or tasks of the job
under consideration, using the job description as a guide.
(b) List the standards of work performance on the job.
Determining Training Needs
(c) Compare actual performance against the standards.
(d) Determining what parts of the job are giving the
employee

trouble- where is he falling down in

his performance?
(e) Determine what kind of training is needed to
overcome

the
specific difficulty or difficulties.

Training needs can identified by following ways- Identifying Specific Problems


- Management Requests
- Interviewing & observing the Personnel on the job

- Performance Appraisal
- Questionnaires

2.

Devising

Training

and

Development

Programme:
(a) Who are Trainees?
Trainees should be selected on the basis of on selfnomination, recommendations of the supervisors or by the HR
department itself.
(b) Who are Trainers?
Training & Development programmers may be conduct
by several people, including following:
(a) Immediate supervisors,
(b) Co- workers, as in buddy systems,
(c) Members of the personnel staff,
(d) Specialist in other parts of the company,
(e) Outside consultants,
(f) Industry associations,
(g) Faculty members at universities.

Who among these are selected to teach, often depends


on where the programme is held and the skill that is being
taught for example, programmes teaching basic skills are
usually done by the members of the HR department or
specialists in other departments of the company on the other
hand, interpersonal & conceptual skills for managers are
taught at universities.

(c) Training

&

Development

Methods/Techniques:
# On the Job Techniques: Virtually every employee
from the clerk to company president, gets some "on the job
training" when he joins a firm. On the job training is
conducted at the work site and in the context of the job.
Various "On the Job Techniques for "Executive
Development" are as follows:
1.

Coaching

Method:

It

is

used

in

developing

managerial thinking processes as well as operative skills. In


these immediate superior guides the subordinates about
various ways, methods, and skills to do the job, also help the
trainee by providing periodic reviews of his progress.

2. Job Rotation: This consists of systematic and


coordinated effort to transfer an executive from job to job and
plan to plan. This method provides a great deal of job
experience for those who are potential executives who need
broadening of outlook and an increased understanding of the
various

aspects

of

management.

The

emphasis

is

on

diversified instead of specialized skills and knowledge.


3. Understudy Assignment: An 'Understudy' is a
person who is under training to assume, at a future time, the
full duties and responsibility of the position currently held by
his superior. In this way, it is ensured that a fully trained
person is available to replace a manager during his long
absence or illness or on his retirement, transfer or promotion.
Various

"on

the

Job

Training

Methods

for

Employees" are as follows:


1. Job Instruction Training: This method is very
popular for preparing supervisor to train operatives. The
actual training follows a four-step process beginning with (i)
preparing of the trainee for instruction. This includes putting
him ease, emphasizing the importance of the task and giving
a general description of job duties and responsibilities (ii)
presentation of the instructions, giving essential information

in a clear manner (iii) having the trainee try out the job to
show that he has understood the instructions (iv) encouraging
questions and allowing the trainee to work along and the
trainer follows up regularly.

# OFF THE JOB TECHNIQUES


Off the job techniques are used away from the work
place. It is not a part of every day job activity.
1.

Lectures:

Lecture

is a verbal presentation

of

information by an instructor to a large audience. Lectures are


regarded as one of the simplest ways of imparting knowledge
to the trainees; especially facts, concepts or principals,
attitudes, theories and problem solving abilities are to be
taught.
2. Programmed Instruction: This is a method where
training is offered without the intervention of a trainer.
Information is provided to the trainee in blocks, in a book form
of through a teaching machine.
3.

Simulation:

Simulation

is

technique,

which

duplicates, as nearly as possible the actual conditions


encountered on a job. The vestibule training method or
business game method is examples of business Simulations.

4. Role -playing: Generally focuses on emotional


(mainly human relations) issues rather than actual ones. The
essence of role-playing is to create a realistic situation, as in a
case study and than have the trainees assume the parts if
specific personalities in the situation.
5. In Basket Method: This method emphasizes the
necessity for skills in decision-making and ability differentiates
the significant from the important. The trainee is presented
with a situation where he must take over for manager who is
absent. He is provided with an in-basket full of materials with
which he must deal. These materials may be phone calls,
meeting,

orders

to

make

and

other

demands,

which

supposedly duplicate the tasks he would face, if he were


holding such a position.

(d) What should be the level of Learning?


There are three basic levels of learning. At the lowest
level,

employee

or

potential

employee

must

acquire

fundamental knowledge. This means developing a basic


understanding of a field and becoming acquainted with the
language, concepts and relationships involved in it.

The goal of the next level is skills development or


acquiring the ability to perform in a particular skill area.
The

highest

level

aims

at

increased

operational

proficiency. This involves obtaining additional experience and


improving skills that have already been developed.

(e) What Principles of Learning?


Training and development programmes are more likely to
be effective when they corporate the following principle of
learning.
1. Employee motivation
2. Recognition of individual differences
3. Practice opportunities
4. Reinforcement
5. Feedback

(f) Where to Conduct Training Programme?


A

final

consideration

is

where

the

development programme is to be conducted i.e.


-At the job itself
-On the site but not the job

training

and

-Off the job

3.

Implementation of Training & Development

Programme
Once the training programme has been designed, it
needs to be implemented. Implementation is best with certain
problems: In the first place, most managers are action
oriented and frequently say they are too busy to engage in
addition to possessing communication skills, the trainers must
know the company's philosophy, its objectives and the goals
of the training programme.
Programme

implementation

involves

action

on

the

following lines:
1. Deciding the location and organizing training and
other facilities.
2. Scheduling the training programme.
3. Conducting the programme.
4. Monitoring the progress of trainees.

4.

Evaluation of the Programme


The last stage in the training and development process is

the evaluation results. Since huge sums of money are spent

on training and development how far the programme has


been useful must be judged/determined. Evaluation helps
determine

the

results

of

training

and

development

programme.

# Principles of evaluation:
Evaluation of the training programme must be based on
the following principles:
(i)

Evaluation specialist must be clear about the goals

and purposes of evaluation.


(ii) Evaluation must be continuous.
(iii) Evaluation must be specific.
(iv) Evaluation must provide means and focus for trainers
to be able to appraise themselves, their practices and their
products.
(v) Evaluation must be based on objective methods and
standards.

HOW TO MAKE TRAINING EFFECTIVE?


Action on the following lines needs to be initiated to
make training practice effective:
1. Ensure that the management commits itself to
allocate major resources and adequate time to training.
2. Ensure that the training contributes to competitive
strategies of the firm. Different strategies need different skills
for implementation.
3. Ensure that comprehensive and systematic approach
to training exists, and training and retraining are done at all
levels on a continuous and ongoing basis.

4. Make learning one of the fundamental values of the


company. Let this philosophy percolate down to all employees
in the organization.
5.

Ensure

that

there

is

proper

linkage

among

organizational, operational and individual training needs.


6. Create a system to evaluate the effectiveness of
training.

OBJECTIVE OF THE STUDY


The main of this is to gain into the operation and to have
knowledge about the HR function in a well-established
organization. Holiday Inn being the world's largest single hotel
brand was taken up for this purpose and the study was
conducted with a view:

To have an idea about the recruitment and selection

process
of the industries in which the hotel is following.

To have an overall view of the organization in terms of

history,

growth services and organization structure.

To assess the role of human resources in hotel.

To take the decisions regarding the balance of the

qualitative
dimensions of the world recruit.

To analyze the S.W.O.T. analysis of the personal

department
for recruitment and selection.

To analyze the policies of recruitment and selection in

the hotel.

To know the importance of the recruitment and selection

in
the hotel.

NEED OF THE STUDY

Recruitment makes it possible to acquire the number


and types of people necessary to ensure the continued
operation of the organization.

It helps the employer to find out the right person for the
job.

The selections process determines whether an applicant


meets the qualifications for the specific job and to
choose the applicant who is most likely to perform well
in the job.

Selection is reliable predicator of how well an individual


is likely to perform in the job.

Recruitment

establishes

of

confirms

competence for a job.

INTRODUCTION

an

applicant

Recruitment is a Linking Function together those with


jobs to fill and those seeking jobs. Recruiting is the
discovering of potential applicants for discovering of potential
applicants for actual or anticipated organizational vacancies.
In simple terms recruitment applies to the process of
attracting potential employees to the organization or to the
company some definitions of recruitment are:"Recruitment is the process of searching for prospective
employees and stimulating them to apply for jobs in the
organization"
"Recruitment is the process of finding and attracting
capable applicants for employment. The process beings when
new recruits are sought and ends when their applications are
submitted. The result is a pool of applicants from new
employees are selected".
Though theoretically, recruitment process is to end with
the receipt of applications, in practice the activity extends to
the screening of applications so as to eliminate those who are
not qualified for the job.

FACTORS INFLUENCING RECRUITMENT

External Factors

Internal

Factors
Labour

Size of market the


firm

Unemployment
RecruitmentratePolicy
Image
Growth and expansion

External Factors:The external factors of recruitment are as followingLabour Market:Labour market conditions in a local area are of primary
importance in recruiting for most non managerial Supervisory
and middle management positions.
Unemployment Rate:-

When the unemployment rate in a given area is high, the


company's recruitment process may be simpler. The number
of unsolicited applicants is usually greater and the increased
size of the labour pool provides better opportunities for
attracting qualified applicants, on the other hand as the
employment rate drops, recruiting efforts must be increased
and new sources explored.
Image:The company image also matters in attracting large
number of job seekers. Good companies attract large number
of applications.

Internal Factors:The internal factors of recruitment are as following:Size of the firm:Size is of the firm is internal factor having its influence
on the recruitment process. An organization with one hundred
thousand employees will find recruiting less problematic than
on organization with just one hundred employees.
Recruitment Policy:-

On such internal factors is the recruiting policy of the


organization. Most organization have a policy on recruiting
internally (from outside the organization) generally the policy
is to prefer internal sourcing as own employees kwon the
company well and can recommend candidates who fit the
organizations culture.
Growth and expansion:Growth and expansion of the organization also affects
the recruitment process.

THEORIES REGARDING RECRUITMENT


Recruitment is a two way street it takes a recruiter and
recruitee just as the recruiter has a choice whom to recruit
and whom not so also the prospective employee has to make
the decision if he should apply for that organization job. The
individual makes this decision usually on three different basis,
the objective factor, critical contact and subjective factor.
"The objective factor theory views the process of
organizational choice as being one of weighing and evaluating
a set of measurable. Characteristics of employment offers
such as pay, benefit, location, opportunity for advancement,

the nature of the work to be performed and educational


opportunities.
"The critical contact theory suggests that the typical
candidate is unable to make a meaningful differ differentiation
of organization's offers in terms of objective or subjective
factors because of his limited or very short contact with the
organization. Choice can be mode only when the applicant
can readily perceive the factors such as the behaviour of the
recruiter, the nature of the physical facilities, and the
efficiency in processing proper work associated with the
application.
"The

subjective

factors

theory

emphasises

the

congruence between personality patterns as the image of the


organization i.e. choice are made or a highly personal and
emotional basis".

PROCESS OF RECRUITMENT
The Recruitment process consists of the following steps:1.

Recruitment process generally begins when human

Resource department receives requistion for recruitment from


any department of the company. The human resource
requistion contains details about the position to filled, number

of persons to be recruited, the duties to be performed,


qualification

required

from

the

candidate,

terms

and

conditions g employment and the time by which the person


should be available for appointment.
2.

Locating and developing the sources of required

number and type of employees.


3.

Identifying the prospective employees with required

characteristics.
4.

Communicating

the

information

about

the

organization, the job and the terms and conditions of service.


5.

Encouraging the identified candidates to apply for

jobs in the organization .


6.

Evaluating the effectiveness of recruitment process.

Recruitment process begins with initial screening of


applications and applicants. The elements of recruitment
process

along

with

the

place

of

recruitment

in

the

procurement functions. Recruitment refers to the process of


identifying and attracting job seekers to build a pool of
qualified job applicants. The process comprises inter related
stages planning, strategy development searching, screening
and evaluation and control.

Recruitment Planning:The first Stage in the recruitment process in planning


involves the translation of likely job vacancies and information
about the nature of these jobs into a set of objective or
targets that specify the (i) number (ii) type of applicants to be
contacted.
Numbers of Contacts:Organization

nearly

always

plan

to

attract

more

applicants that they will hire. Some of those contacted will be


uninterested, unqualified or both each time a recruitment
programme is contemplated one task is to estimate the
number of applicants necessa.

REVIEW OF INDIAN HOTEL INDUSTRY


India as a business cum conference center is rapidly
gaining worldwide attention. This is due in part to the
numerous joints ventures that have been initiated between
Indian businessmen with joint participation from overseas, as
well as to several international industrial fairs that the country
has hosted.

The visiting business executive can expect all the


facilities he is used to in his home country. All major hotels
throughout India have business centers, which provide
secretarial services, translation & interpretation facilities, fax,
e-mails, Internet, computer, office rooms & conference rooms
to seat anywhere 6 to 600. In addition, specially designed
floors of major hotels are reserved for the business visitors.
Facilities includes to over a 100 countries worldwide, and
subscription to national & international financial newspaper &
periodicals. On these exclusive floors are lounges where
guests can relax in a congenial atmosphere, to conduct a
formal business discussion in a broad room, with all attendant
facilities of an office.

The range of service that deluxe hotels provide their


business

guest

include

printing

personalized

stationery

overnight if required, personal butlers, travel assistance,


airport transfers, cell phone rentals, power meals, confirming
business traveler can be discussed in privacy over a drink or a
meal.
Parties or banquet can be specially created for the busy
business traveler. Whether it is a very large reception or a
formal cocktail in your site, you can rest assured your hotel
will live up to even the most discriminating requirements.
Rent a cars are easily available in the country, a facility
that is gradually being extended, and many international rent
a cars companies are represented here, & Indian travel can
also provide cars of all brands.
Most international credit cards find easy acceptance in
the country. Most hotels, restaurant, shops & services outlets
accept credit cards, even in remote tourists or secondary
business destinations.
The back up services are efficient & one can be sure that
no matter what is being done, business hotels will be able to
help us all the way.

HISTORY

HOLIDAY INN Amritsar started operating from 19th Dec.


1998 as HoteMARINA. MARINA is a chain of Hotels owned by
three partners namely Mr.S.B. Metha, Mr.R.D. Bhagat and
Mr.S.S. Kohli. Then on 24th Dec. 1999 it turned into Holiday
Inn which is a franchisee of Bass Hotels & Resorts.
An American entrepreneur named KEMMONS WILSON in
Memphis, Tenn., in 1952 operated the first Holiday Inn. It gave
revolutionary service at that time and set a standard for the
hotel industry. After building and financing the first few
Holiday Inn Hotels himself Wilson realized that he himself
could not manage the massive development needed to meet
pent- up customer demand alone. He becomes a pioneer in
the franchise business.
Atlanta - based Bass Hotels & Resorts of the United
Kingdom franchise more than 1,900 hotels and 3,55,000
guestrooms in more than 60 countries around the world.
Holiday Inn is the world's single largest hotel brand. Since the
early 1970s, Bass had been looking for opportunities to
expand outside the brewing business and knew that to truly
global, it had to extend hotel operations beyond its home
based, it selected Holiday Inn because it offered Bass a

number of selling points, not the being its remarkable name


recognition.
In Aug. 1989, Bass and Holiday Inn Corporation signed a
conditional agreement completing the Bass acquisition of
Holiday Inn .The sale was finalized on Feb. 7, 1990. Bass
brought a new global focus to the Holiday Inn Amritsar is built
in 1920 square deluxe. It had 145rooms out of which 4 are
suite rooms and rests are deluxe and super deluxe. The
architect of hotel is Mr. Rajendar Nath and interior Mr. Pram
Nath from Mumbai.

SIX CONTINENTS HOTEL & RESORTS


BRAND RANGE

Today hotels under the Bass Hotels & Resorts list from :-

INTER CONTINENTAL:
Corporate & leisure travels enjoy the most luxurious
brand offering superior services.

CORWNE PLAZA:
The upper mid-scale market enjoys luxury facilities here.

HOLIDAY INN BRAND:

Offers Dependable Amenities & Services, value for


money & warm friendly services to the mid-market travelers.

HOLIDAY INN EXPRESS:


Provide the standard level of Holiday Inn comfort &
value. Without a restaurant, long or large meeting facilities.

HOLIDAY INN GARDEN COURT:


Offers the value and standard of Holiday Inn with the
flavour and ambiance of the local market these properties
services.

HOLIDAY INN SELECT:


For the business traveler who prefers the value and
atmosphere of traditional Holiday Inn.

HOLIDAY INN STAY BRIDGE SUITS:


A product for the on-extended stay or seeking spacious
accommodations for work or leisure.

ADDRESSES OF HOTEL HOLIDAY INN IN


INDIA

Hotel Holiday Inn


16/2/8 SanjayPlace, M.G.road Amritsar
State-U.P.

Hotel Holiday Inn-Jaipur


Plot no-1 golimar garden Scheme
Amer road-Jaipur
State-Rajasthan

Hotel Holiday Inn-Goa


Mobar Cavelossim Salcete
State-Goa

Hotel Holiday Inn-Manali


Prini Manali
State-Himachal Pradesh

Hotel Holiday Inn-Mumbai


Balraj Sahani Margh,JuhuBeach Mumbai

State-Maharashtra

Hotel Holiday Inn-Suret


Ambica Nike tan Athwalinies, Suret
State-Gujarat

Hotel Holiday Inn-Gem park Ooty


Sheddon Road Udagamandalam
State-Tamil Nadu

ABOUT HOLIDAY INN


MISSION STATEMENT
"To be the most preferred & happening hotel, providing value
for money. To exceed guest expectations through professional
services & create a safe and hygienic environment for guests
and employees. People are our guests & we are committed to
their development as professionals in order to enable them
drive profits for owners & shareholders."

AIM OF THE ORGANISATION

" BUILDING THE WORLD'S MOST PREFERRED PLACE TO


MEET, RELAX AND DREAM "
Following are the objectives of the organization:

CUSTOMER FOCUS:
This conveys the idea that they will strive hard to provide

the environment & facilities,which guests choose to enjoy for


business & pleasure.

TEAM WORK:

Employees will cooperate to put in place the mechanics


wherby try to meet one choice for the customers.

INTERNATIONALITY:
The ethics and culture of hotel transcends national

boundaries, extending to all four corners of the world, and is


clearly focused on the world wide HOSPITALITY INDUSTRY.

FLEXIBILITY:
It demonstrates flexibility i.e. whether to serve a

business traveler or leisure guest, the hospitality experience


should meet their expectations.

ASPIRATIONS:

The vision to achieve an unprecedented level of customer


satisfaction & also to realize their personal goals &
development targets. And to maintain positive attitude among
staff.

POLICIES & PROCEDURES


Every organization has its own procedures & policies for
its working. The hotel has many different policies out of which
some of the main are as follows.-----------

TRAINING POLICY
In this organization, training is provided as per the

requirements. It provides only on the job training. They


provide training to employees as well as to trainee for 6
months. They provide stipend to them. If trainee wants to
continue then he works on F.T.C (Fixed term contract) for 6-7
months, then place him into probation period, which is for 3-6
months or 1 year. After the probation period there are
possibilities either the person is confirmed, his period is
extended or his service is terminated.

HUMAN RESOURCE & DEVELOPMENT POLICY

The foremost principle of H.R is that every individual has


its own worth & dignity & that he should be respected. It goes
recruitment through campus interviews. Then the candidate
are screened by the personnel department & sent to the
concerned department for H.O.D's views, which is then
finalized by the GM. The organization also sees whether the
employees are having job satisfaction or not.

PROMOTION POLICY
I n this organization, promotion is connected with the

performance appraisal of the employees. Through this right


person is promoted to the right job on the basis of efficiency
rather then on the basis of seniority. And performance
appraisal is done after one year.

MEDICAL CHECKUP POLICY


In the hotel industry it is very important for all the

employee to be physically fit & hygienic especially for those


who are directly related to production. And we should make
sure that all the employees are not supposed to have any kind
of disease. For this the medical checkup is done & first aid
facility is provided to employees.

TRANSFER POLICY
This organization transfers are made both by the

employees

willingness

as

well

as

the

requirement

of

management. Here internal transfers are also made from one


department to another as it is a chain of hotels, from one
hotel to another & for this employ's one-year service & N.O.C
(No Objection Certificate) has to be signed.

FIRE & SAFETY POLICY


Fire & safety measures are must for hotel business. In

this hotel fire & safety classes are meant for all the employs &
after that they have to pass a test on that. Fire exit
&evacuation plan is there. Here smoking is prohibited & fine
has to be paid for smoking Rs. 15 for a time. There are smoke
detectors & emergency system with electronic locking &
safety devices.

WELFARE POLICY
For the welfare of the staff various facilities are provided

to them like breakfast, meals & tea. Some other welfare


programmers are also conducted for the employees like
employee of the month is given in order to motivate &

nominate the employees & give them reward. Monthly


gatherings are arranged in which the birthdays of the
employees are celebrated & give them half of the k.g
pineapple cake free of cost.

SERVICES OFFERED
The various products & services offered by Holiday Inn
Amritsar are as follows-------

LODGING & FOODING;


There are 145 rooms in the hotel out of which 4 are suite

rooms. The guests are provided with 24 hours rooms' service.


The various room facilities are telephone, Voice Mail, Data
port, Minibar and 24-hour satellite entertainment, news &
Internet connectivity.

RESTAURANT:
There is two-multi cuisine restaurant and a coffee shop

known as "Olive Garden" & "Curry Center". There are specific


timings for breakfast, lunch and dinner.

SWIMMING POOL:
There is one swimming pool in the hotel, which is

located at the 1st floor. The guests use it as well as pool


membership is provided to the general public. For them there
are two shifts one in the morning that is from 9:30 to 10:30
and the other in the evening from 5:00 to 6:00.

HEALTH CULB:
Health club facility is also provided in this hotel. It is also

used by both guests as well as health club membership is


provided to the general public, all the latest exercisers are
made available over there. The fitness center is also equipped
with steam bath, Jacuzzi and massage.

BEAUTY PARLOUR:

The guests are also provided with the facility of beauty


parlor in the hotel that it gives latest facilities to the guests.

CONFERRENCE HALLS:
This is also one of the main services provided by the

hotel. It provides conference halls to business corporate for


there meetings. The halls are fully Air Conditioned and latest
overhead projectors are made available. The Boardroom,
suitable for business meetings, can accommodate 15-40
people.

TOUR CUSTOMER:
The hotel provides advance services to tour customer.

They book rooms in advance for the tour customer and


provide them 8 better facilities.

WHO IS WHO AT HOLIDAY INN


AMRITSAR
S.N. NAME OF THE PERSON

DESIGNATION

1.

MR. RAHUL VERMA

GENERAL MANAGER

2.

MR. PANKAJ GUPTA

FRONT OFFICE MANAGER

3.

MRS. ARUNA ANAND

EXECUTIVE HOUSEKEEPER

4.

MR. NAVEEN KAUL

F & B MANAGER

5.

MR.SURINDER DADHWAL

F&B CONTROLLER

6.

MR. SANDEEP UPADHYAY

SALES MANAGER

7.

MR.SANJAY MARWAH

SR.MANAGER-FINANCE

8.

MR. SWAMI DAS ARORA

ASST. MANAGER - FINANCE

9.

MR. RAJENDRA PRASAD

MANAGER-HUMAN

RESOURCE
10. MR.S.P.S. CHAWDHARY

EXECUTIVE CHEF

11. MR.SUBHASH CHAND

SOUS CHEF

12. MRS. ANUBHA RATHORE

GUEST RELATON EXECUTIVE

13. MR. KRISHAN MOHAN TARA LOBBY MANAGER


14. MR. MANOJ KUMAR

CHIEF ENGINEER

15. MR. ABHIJEET NATH

BANQUET MANAGER

F.O . M a n a g e r
M r. P a n k a j
G u p ta

S to re In c h a r g e
M r. O m P r a k a s h S h a rm a

A s s t. F in a n c e M a n a g e r
M r. S w a m i D a s s A r o r a

S r. F in a n c e M a n a g e r
M r. S a n ja y M a r w a h

E .D .P .
M r. N e e r a j
G u la t i

H o u s e K e e p in g
M rs . A ro o n a
A nand

H .R . S u p e r v is o r
M r. R a je s h
K u m a r S in g h

Sous C hef
Subhash C hand

E x e c u tiv e C h e f
S .P.S . C h a u d h a r y

H . R . M a n a g e r C h ie f E n g i n e e r F & B C o n t r o l l e r
F & B M anager
M r. R a je n d r a
M r. M a n o j
M r. S u r e n d e r
M r. N a v e e n K a u l
P rasa d
K um ar
D adhw al

G e n e ra l M a n a g e r
( M r. R a h u l V e r m a )

H o lid a y In n A g r a O r g a n is a tio n a l C h a r t

S a le s E x e c u t iv e
M r. M a n o j R a i

S a le s M a n a g e r
M r. S a n d e e p
Upadhay

DEPARTMENTS

GENERAL MANAGER'S OFFICE

HUMAN RESOURCE DEPARTMENT

ENGINEERING DEPARTMENT

FINANCE DEPARTMENT

HOUSEKEEPING DEPARTMENT

SALES & MARKETING DEPARTMENT

FOOD & BEVERAGES DEPARTMENT

FRONT OFFICE DEPARTMENT

STORES DEPARTMENT

ELECTRONIC DATA PROCESSING (E.D.P.)

PERSONNEL DEPARTMENT

PERSONNEL MANAGER
MR. RAJENDRA PRASAD

SUPERVISOR
MR. RAJESH KUMAR

INTRODUCTION
Personnel department is a staff department in the
organization. But with in personnel department itself, the
structure is of line type. Being the head of the department
personnel

manager

has

line

authority

with

in

the

department. He may be provided with other staff to assist him


in achieving the objective of the organization. But he is
himself responsible for the acts of his subordinates. Keeping in
mind the size, nature & location of the enterprise & the
importance attached to the personnel functions in the
organization.

OBJECTIVES

The foremost principele of H.R is that every individual


has its own worth & dignity & that should be respected.
The

primary

objective

of

this

department

is

the

development of HUMAN RESOURCE. It tends to develop


their skills so that their efficiency is increased.

Another objective is to provide them such a healthy


environment,

which

enables

him

to

work

with

enthusiasm, feels that his ideas count & his job is


respected.

Another objective of this department is to motivate the


employee so that feels like having challenging work &
their potential are increased.

After a particular time period, H.R Department appraises


the performance of the employee to increase the
efficiency.

POLICY & PROCEDURES

Recruitment is done through advertisements & walk in


interviews. Firstly the personnel department before
being

sent

to

another

department

screens

the

candidates.

There is periodic performance appraisal for all the


employees & promotion is linked with that by this weigh
various qualities of the individual.

Training & development is provided to all the employees


so that their efficiency is increased.

Various facilities are provided for the welfare of


employees like Meals, Tea etc.

PERSONNEL FUNCTIONS IN THE


ORGANISATION
PERSONNEL MANAGER

APM
RECRUITMENT
&
SELECTION

APM

APM
JOB
EVALUATION

APM

MANPOWER ANALYSIS:
It sees that in which area more manpower is needed &
then fills up those posts. It looks that how efficient the
manpower

is

&

accordingly

provides

development.

ARRANGING CAMPUS INTERVIEWS:

training

&

As we already know that this department takes the first


step for the recruitment so they arrange campus
interview. And invites the candidates.

RECRUITMENT & SELECTION:


Firstly this department interviews the candidate & get
the medical report filled through their doctors then they
are sent to the concerned departments. Then the H.O.D
interviews the candidate after which he is finalized by
the G.M they go for recruitment through adds, walk-ininterviews, competitions & references.

SALARY & WAGES:


One of the important functions is to administer the
salary & wages of the entire hotel. They have all the
details of the salary structure of the employees & when
they pass the salary then it is given through accounts
department.

And

they

contribution details also.

PROVIDING TRAINING:

have

employee

share

Ones the individual is selected they are given training


for 6 months. If performance is not up to mark then it is
extended. Otherwise he is placed into probation period
of 6 months. After this are 3 possibilities that --------- the
Individual is confirmed, or Probation Period is extended,
or the person is terminated.

MAINTAINING

GOOD

INTERPERSONNEL

RELATIONS:
This department also works to maintain good relations
among that the employees in the organization so that
they have co-ordination as well as informal structures
are found. Some interesting games are also there.

DISCIPLINARY ACTIONS:
This department also tries to maintain discipline in the
organization. In case any indiscipline is created then
disciplinary actions are taken.

HANDLING GREVIANCES OF EMPLOYEES:


This department also listens to all the grievances of
employees & tries to be proactive in solving their

problems so that they can work properly. There is a


suggestion & complaints as well as problems.

FI NANCE MANAGER
MR.SANJAY
MARWAH

ACCOUNTS
EXECUTIVE

ACCOUNTANT
MR.YOGENDRA
SHARMA

F & B CONTRO
-LLER
MR.SURINDER
DADHWAL

.GEN CASHIER
MR.VINAY
AGARWAL

ASST. ACCT
MR.VISHU
MUKHERJEE

EDP SUPEREVIS
-OR
MR.NEERAJ GULATI

PURCHASE S
-UPERVISOR

ASST. ACCT.
MR. GURU
PRAKASH

ASST. ACCT
MR.AJAY
KUMAR

ASST. ACCT
MR.VIPIN KUMAR

ASST. ACCT
MR.TEJPAL SINGH

FINANCE DEPARTMENT
OBJECTIVES

The most important objectives of the department can be


stated as follows:

Maximization of revenues & profits .To target a cross


operating profit that would cover last year's loss &
contribute towards setting off the revenue leakage.

Minimization of revenue leakage.

Optimizations of costs or to have minimum costs. To


ensure

operational costs & operational expenses is

line with the revenues.

To have better local administration.

To have better control on day to day operations so that

every thing is well managed.

Timely completion of important documents, reports &


financial statements.
Target receivables aging not exceeding 30 days during

season time.
Maintaining

proper

fund/cash

supplies/payments

flow

to

meet

requirements.

Maintaining operational inventories in line with the


occupancy level & not for total capacity.

POLICY & PROCEDURES


SOME OF THE MAIN POLICIES & PROCEDURES
ARE :

Regarding payables all bill are posted into the payable


module of the back office system, payments are

processed to suppliers & all supplier accounts are


reconciled & makes provisions as month end to
financials.

A BI-monthly credit review meeting is held.

General cashier collects the consolidated income report.


He

collects cash

sales of the previous day from the

front office & deposits all cash sales, foreign currencies


& traveler cheque.

Regarding purchase documentation is done, tenders are


called for yearly contracts for daily suppliers & market
surveys are done.

FUNCTIONS
The main functions of the Account Department are:

To prepare different computerized report

Night audit report- Each and every sale of the

hotel
is included in this report according to date,
month
and year.

Daily flash report-It is the summary of the

night
report.

Daily tally sales - sale of different department

are
included in this report and than debit and
credit

are
checked by tally.

Daily summary of restaurant - It includes sales

of
different outlets i.e. bar, coffee shop, curry
center,
banquet, room service.

Sale register- it is a record of sale of whole

month
such as room rent, banquet sale, liquor sale.

Extract daily sales summary-It is date wise

record

of sale.

Recording the transaction in ledger

Details of different taxes imposed

Luxury tax- It is applicable at @5% on following

services
Room tariff
Telephone
Fax
Photography
Internet

Trade tax-It is charged @ 12.50 on food at any

point of sale.

State development tax-They charge 1% S.D.T on

food

.The
above tax is applicable in U.P. only.

Entertainment tax- The above tax is charged on

following
services like music, puppet show, magic show etc
or

on
any event performed in the hotel at any point of

sale.

The
above tax is charged on total bill @ 6%.

Service tax- Service tax is charged on following

services
Banquet function
Health club
Swimming pool
Travel desk
Beauty par lour
And any other services provided to Guest.

every

Collection of cash / cheques / credit card form each and


outlet by general cashier.

Actual

collection

received

is

tally

with

collection

summary.

Collection received is deposited in bank on the next day.

EXECUTIVE HOUSE
KEEPING
MRS.AROONA ANAND

HOUSE KEEPING SR.


SUPERVISIOR
MR.PRACHMNA JAIN

FLOOR
SUPERVISOR
MR. NAZIAM

ROOM BOYS

DESK ATTENDANT
KM.SUNITA DHAMI

HOUSE MAN

ROOM BOYS

FLOOR
SUPERVISOR
MR. YOGRAJ

ROOM BOYS

HOUSE KEEPING DEPARTMENT


OBJECTIVES

The three objectives of this department are:

The first objective is the maintenance of this hotel. It


looks that everything in the hotel is properly managed
& is perfect.

The second objective is to ensure cleanliness. It ensure


that everything is properly cleaned or not & is hygienic
or not.

And the last objective is to have minimum costs by


reducing the wastage if items.

POLICY AND PROCEDURES

THE

THREE

POLICIES

OF

THE

HOUSEKEEPING

DEPARTMENT ARE :

To keep the privacy of the guests. For this " DO NOT


DISTURB " card system is there, if the guest puts the
D.N.D

card

on

the

door

then

the

housekeeping

department does not go for cleaning in that room


without the guest's permission.

The second policy is to have proper

& prompt

telephone receiving because this is the controlling


center in the hotel.

The third policy is to have proper key control. For this


worthy persons have to be kept because the key of all this
departments are in this place.

FOUCTIONS
THE MAIN FUNCTIONS OF THIS DEPARTMENT
ARE:

PROVIDING UNIFORM:
The employees are provided with uniform by this
department. There are three sets of uniform for all the
employees & pair of shoes. When the employee comes
in the morning Uniform is handed over to him 15
minutes before the duty starts. After the duty finishes
that set is sent for laundry & the next day another set is
given.

LAUNDRY:
The laundry in given on contract basis. Yearly contracts
are given to those who offer quality & minimum cost. At
the desire of the guests this department sends there for
laundry to those whom contract has been given.

REPAIRING:

After receiving the laundry the uniforms & the guest's


clothes are repaired by the tailor if needed like putting
buttons & making other small repairs.

INVENTORY IN EACH MONTH:


Each month inventory & for this three registers are
maintained.
o

Maintenance register

Discard register

Stock register

In the first register all about maintenance is recorded in


a month like any electrical all the scraps are records &
that which has been made out of use. In the third ones
the position of stock is recorded like various items are
provided in the rooms like towels etc.

RECEIVING GUESTS CALLS:


If the needs anything then he calls at the control desk.
The desk attendant properly attends all the messages &
their requirement are full-filled.

MAINTENANCE OF THE ORGANISATION:


For this whole of the hotel is divided into three parts:
o

Basement

Outside gardens

Rooms cleaning

For all the offices & other parts of the hotel floor men
are there who clean it. There are gardeners for
maintaining the outside gardens & there are room boys
who clean the rooms.

MARKETING & SALES DEPARTMENT


OBJECTIVES:

" To increase sales & promote this hotel & this is done
through

advertising

in

newspaper

etc.

Thus

the

most

important objective of this department is to promote this hotel


& make it more famous & renowned."

POLICY & PROCEDURES


THE MAIN POLICIES OF THIS DEPARTMENT ARE:

The first policy is to maintain good public relations. This


helps to promote the hotel in an important way. They
should have good relations with travel agencies &
business corporate.

The policy is to give periodic advertisement of the hotel


like in newspaper, pamphlets, & magazines.

And the last policy is to render good services to the


customers because if the hotel is providing quality of
services then the hotel will automatically be promoted.

SALES MANAGER
MR.SANDEEP
UPADHYA

ASSTT. SALES
MANAGER
MR.MANOJ RAI

FUNCTIONS
As the objective states, the main function of this department
is to increase the sales, there are two types of sales or we can
say that they work through two things.

UNIT SALES

REGIONAL OFFICE & SALES

For both they go for: -

CO-OPERATE CALLS:
The calls of big business houses increase their sales as
the companies go for conferences, meeting & business

tours. Some companies often have their all India


meeting.

TRAVEL AGENCIES:
They also go to travel agencies in order to increase their
sales.

These

travel

agencies

have

many

tours

conducted & many groups & people on business tour


from abroad & within the country so the hotel gets
bookings.

ADVERTISING:
As we all know that advertising is one of the most
important tools of marketing so they primarily go for
this in newspaper, pamphlets, magazines etc in order to
increase their sales.

PRIORITY CLUB MEMBERSHIP:


In order to promote this hotel the marketing department
has introduced various loyalty programs like the priority
club membership that can be obtained by any traveler.
The members get reservation & rooms & other services
on priority basis in all the branches of this hotel.

STORE DEPARTMENT
OBJECTIVES

Objectives of the stores can be divided into two:

PRIMARY

SECONDARY

PRIMARY OBJECTIVES:
The foremost objectives of the stores are to have
minimum cost. For this day go for market survey &
whoever is offering the minimum cost receive the
tender.

The second objective is to maximize the revenues or


the profits by reducing the lead-time & by reducing the

store out of material, not issuing excess material so that


it is wasted. Lead-time is the time between placing the
order & receiving the material.

Another objective of this department is co-ordinating


among all departments in the organization so that they
work in the same direction to develop the hotel.

Another one is having a safety zone stock of goods,


which can be used, in case the goods when ordered are
not received on time.

SECONDARY OBJECTIVES
In this the first objective is to maintain with the
suppliers so that there is no problem in dealing with
them and the work properly goes on.

And the last objective is to provide best quality products


to products to the hotel

POLICY & PROCEDURES


The various policies are:

The first policy is of profit making or having maximum


profits by having optimum costs, reducing the lead-time
and reducing the waste of material.

To provide best quality products in the hotel, which


match the remarkable quality of the hotel.

And the last policy is to ensure continuity by creating a


safety zone, stock of goods, which can be used, incase
the goods when ordered are not received on time.

PURCHASE
OFFICER

STOER ASST.
MR.OMPRAKASH
SHARMA

STOREHELPER
MR.SANJEEV
KUMAR

STORE HELPER
MR. JITENDRA KUMAR

FUNCTIONS
THE MAIN FUNCTIONS OF THIS DEPARTMENT
ARE:

PLACING PURCHASE ORDER:


This is the first function of stores. That which goods are
required in the hotel & what is their stock position. The
goods which are out of stock & which are specially
demanded by the departments are ordered by them to
meet their requirements.

RECEIVING:
After placing the order, the second function of this
department is receiving those goods. The store opens a
goods onward sheet & sees that the right quality & right
quantity has been delivered or not. It looks that the
goods

received

are

satisfaction

&

up

to

the

expectations.

POSTING IN LEDGERS:
After receiving the goods, their entries are made in
various ledgers. These ledgers contain the quantity

received & qty. in stock on a particular date. Different


ledgers are maintained for different goods like for:

Tinned food & bottle items

Housekeeping

Grocery

Printing & stationery

Cookery & cutlery

Engineering items

ISSUING:
The fourth function of this department is issuing these
goods

to

the

different

departments

are

per

the

requirements. And weekdays are fixed for the entire


department for issuing them, but for the kitchen daily
hours are set. After issuing this is also recorded that
what & how much is issued.

SALES OF SCRAP:
This is the last function of this department. At the end
of the month, the store in charge sees that waste
material are there & sell those items like packing boxes,
empty bottles etc.

F r o n t O ffic e M a n a g e r
(M r. P a n k a j G u p ta )

Lobby M anager
( M r. K r is h a n M o h a n T a r a )

G u e s t R e la t io n E x e c u t iv e
(M rs . A n u b h a R a th o re )

F r o n t O ffic e S u p e r v is o r
( M r. A m it K u m a r )

F r o n t O ffic e
Asst
C a s h c o u n te r
M r. T r a in i P r a s a d

F r o n t O ffic e
A sst
M is s L o v e ly
Kaur

C a p tio n b e ll
D esk
S a n ja y D o n e ria

B e ll b o y s
Josef

T e le p h o n e
O p e r a to r
R a v in d ra

FRONT OFFICE

THE MAIN FUNCTIONS OF THIS DEPARTMENT


ARE:

RECEPTION:
When the guest enter the hotel. Firstly he/she faces the
reception. Here he/she can get various information
about the rooms & he/she chooses & gets the key. At
the reception rooms are given to the guest as per their
requirement.

TELEPHONE OPERATOR:
The telephone operator receives all the incoming &
outgoing calls in the hotel. If any call is made in
telephone operator receives the hotel from outside then
it & then he/she connects to the other department.

RESERVATION:
This takes the reservation of the guest & also takes care
of the check in & checks out of the guest. The guest are
assigned rooms from here & also if they want to cancel
their reservation per change they're rooms then this
done by them.

BELL DESK:

At bell desk they take great care of their luggage of the


guest. They are responsible for all the packages in the
hotel. They also take care of the special request of the
guest like if he wants the ticket of a movie then the
bellboy will bring it for them. Bell desk also keeps all the
local information of Amritsar.

FOOD & BEVERAGES DEPARTMENT

"F&B

department

is

one

of

the

important

departments of the hotel. It controls quality of the

food & beverage and provides good services to the


guest".

BASIC LAYOUTS OF F & B DEPARTMENT: -

Room services

Olive garden

Down town club

Banquet hall

Curry center

ROOM SERVICE:
The hotels have 148 room and suites, with a choice of
non smoking rooms, are tastefully furnished to provide
the best of relaxation.

In

room facilities include

individual climate control, telephone with voice mail,


international direct dialing, round the clock room
service, minibar, 24 hours satellite entertainment.

Olive Garden:
The olive garden a multi cuisine restaurant offers a
unique blend of international cuisine from around the
world. It is the other name of COFFEE SHOP. Breakfast,

lunch and dinner for residential and non-residential


guests are served here. Services are offered for 18 hrs
from 6:00 in morning to 12 in night.

Down Town Club:


Down town club is the bar located at the lobby level
with rich interiors. It serves as perfect setting for an
exciting evening .It should close at 11 p.m. (as per law).
NO hard alcohols to be sold on NATIONAL HOLIDAY.

RESTAURANT: An Indian specialty restaurant serving the best of


regional cuisine located at the lobby level. It has an
earthly Indian dcor and offers live entertainment for a
perfect family dining experience.

BANQUET:
There are overall four halls
o

REGENT- I, II

SENATE- Smallest of all

REGAL-Newly added

These halls can be used for conference, birthday,


wedding party. The Regent and Regal is perfect for
gathering of 50-

F&B MANAGER
MR.NAVEEN KAUL

BANQUET MANAGER
MR. ABHJEET NATH

SR.CAPTION

CAPTION

STEWARDS

FUNCTIONS

Arrange material for kitchen as per requirement.

Control the entire restaurant banquet department & bar.

Looks after the V.V.I.P

Check & control the rate of purchased items.

Handles all the queries & pay often attention about the

serious
complain.

Motivates the staff.

Give training to the employees.

Responsible for staff welfare.

Arrange food festival & other festivals.

Spot cheqing.

Send bill to the travel agency through the travel agent.

Pay attention to the quality of product.

Sent menu with the help of chef.

RESEARCH METHODOLOGY
It is a way to systematically solve the research
problem, when we talk of research methodology we
not only talk about method but also consider the logic
behind the method, we use in context of our research,
while keeping all the objective of the project in mind
following method of methodology are adopted.

RESEARCH DESIGN:
It is the conceptual structure within which research is
conducted, it constitute the blue print for the collection,
measurement & analysis of data. For this project the various
research designs question can be:

When will the study be carried out:

In Hotel "Holiday Inn" Amritsar with reference to


Personnel
Department.

What is the study about:


The study

is about "Procedure

selection

of recruitment &

in

Hotel

Holiday-Inn".

Why is the study being made:


To find the practical implications of theoretical aspects

of
"Recruitment & Selection"

What type of data is required:


Primary & secondary data is required.

Where can the required data be found:


The

data

can

department

be
of

collected

from

Hotel

Holiday Inn, Amritsar & through various

DATA COLLECTION:

the

personnel

Data is the raw material with which a personnel research


function.
Data is the foundation of all personnel research; it is therefore
essential to collect data of a personnel research study. Data
can be classified as

Primary data

Secondary data.

PRIMARY DATA:
Primary data are called fresh data, which has been used for
first time by the researcher for the specific purpose. Primary
data is collected from the Personnel Department of the Hotel.

SECONDARY DATA:
Secondary data are collected already by others, for purpose
other then the solution of the problem at hand. It includes
those data, which are collected for some earlier research work
& are applicable or usable in the study. The researcher has
presently undertaken.

I have used published data by taking the help of various


books.

The project data can be summarized as follows-------

Choosing the project topic:


The project guide suggested the project topic.

Literary study about choosing topic:


Various books are issued to gain insight about the

Procedure

of

recruitment & selection.

Short-listing employees for the survey:


Procedure of recruitment & selection review of holiday

inn.

The method used for the collection of data:

(a)

Questioner (subjective type): because it analyzes the

real

view
of

surveyor.

(b)

Interviewing the employees.


Then the short-listed employees, who were extremely

co-operative, helpful, who are interviewed & their responses


were recorded.

Visualization:
To find out the correctness of the data sample provided

by

the
interviewer.

Analyzing their responses:


Their responses were analyzed, an effory was made to

recognize
hidden expectations & unvoiced demands.

Summarizing the findings of the survey.

CONCLUSION
Training and development activities designed to impart
specific skills, abilities and knowledge to employees is
important in Hotel Industry as any other organization.

Training

is

confined

to

shop

floor

workers

and

development is meant for executives. A programmed of


training and development is important as it lends stability and
flexibility to a Hotel Holiday Inn besides contributing to its
capacity to grow. Accident, scrap and wastage can be avoided
or minimized due to training programme. Further more; future
needs of employees will be taken care by training and
development.

QUESTIONNAIRE
I Yogita Chahar student of A. E. C, Amritsar is am
gathering

information

on

"Necessity

Development in Hotel Holiday Inn.

of

Training

and

1.

Identify Information
i.

Name ____________

ii.

Education ___________

a.

Technical _____________

b.

Professional_____________

iii Designation____________
iv Department ____________
v
2.

Experience ___________

How many years have you been associated with

the organization?
a. Less than 1 year

__________

b. 1-5 years

__________

c.
3.

10 or more years

What

are

primary

__________
responsibilities

you

are

supposed to carry out?


a. __________
b. __________
c. ___________
4.

Do you think that you possess the required skills /

knowledge
necessary to carry out the assigned duties?
Yes / No

If yes than to what extent you are able to carry


out

these
responsibilities.
a. Fully
b. Partially

5.

If Partially than can Training help you to develop

those

skills

/ knowledge to perform better?


Yes /No
6.

What type of Training will help you?


a. Practically

____________

b. Lecture
7.

Do

the

____________
Training

helps

you

in

improving

you

efficiency?
Yes /No
8.

Are you satisfied by the Training given in Hotel?


a. Satisfied
b. Fully Satisfied

_____
_____

c. Not Satisfied
d. Satisfied to some extent

_____
_____

9.

Do you think that Training help you to do work

without
Supervision?
a.

Yes

________

b.

No

________

c.

To some extent

________

10. How long the Training period should be?


a. 3 months

b. 6 months

c.

months

d. 12 months
11. Do you think that Training helps in Organizational
growth?
a. Yes

b. No

c. Moderate

BIBLIOGRAPHY
WEBSITES

www.hrmanagement.com

www.hotelindustry.com

RESEARCH METHODOLOGY---------C.R Kothari

HUMAN RESOURCE MANAGEMENT---- C.B.Memoria

HRM-----K.Aswathapa

MARKETING RESEARCH---Philip Kotler