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Human Resource Summer



Raintree Hotel


Table of Content
Introduction to Rain Tree

About Rain tree




Principles & Parameter followed at the Rain tree

Background of Rain tree

User`s of Raintree

Features of Raintree

Awards of Raintree

The Raintree Services & Amenities


Core functioning departments

Food and Beverage (F&D) Department:-

Front Office Department:-
Housekeeping Department:-
Food Production Department:-.

Support Department (Cost Centers)

Marketing & Selling Department:-
Engineering and Maintenance Department:-
Finance, Accounting and Control Department:-
Safety and Security Department:-
Administration Department:-
Human Resource Development:-

Introduction to H R Department

Structure of H R Department

Personnel policies of HR

Human Resource Planning

HRP Process

Job Analysis

Process of Job Analysis

Job Design

Role of HR Department
Recruitment Process


Training and Development

Training Process

Performance Appraisal

Welfare Activities


Introduction of Hotel Industry:-

Hotel is defined by British law as “A Shelter provided, He is in position to pay for it

and is in position to be received”. We all know the fact that people need
accumulation, food and drink while away from their home.

As transport and social need take developed from orient civilization through modern
times. So the industry has responded to meet those needs. Towards the 18 century
the number as the traveler is created more rapidly through Merchandised wagons as
a form as transport and the use of house carrying for the nobility.

To eaten for this need, nature of house as various design were constructed. These
houses provide charge of houses, accommodation, food and drink for travelers.

About Raintree

The Raintree is an innovative, socially conscious concept, a hotel that is committed

to enhancing the guest experience while setting a new standard of environmental

This is done by conserving natural resources, educating and enlightening staff, and
cultivating relationships with the community - all while hosting the guest in an
unparalleled atmosphere of comfort and style. With a tradition of crafting warm and
inviting surroundings,




dedicate ourselves to environmental improvements that foster a sustainable future
and lead social economic improvements in the community where we do business.
Objectives The Objective is to study the total operational aspects as different department
as a Hotel


The main objective as project is to analyze the report comes the entire
Spontaneous as a model hotel emphasizing on following area:-

a) Purpose, role and function as each department

b) HR Departmental hierarchy and functions
c) Key System and procedure adopted for different activities in hr department

• The study does not consider the financial and technical aspects as the
• Due to time lapse between collection of data and presentation certain
facts and signs might have cleared.
• The lack as information due to considerably in certain departments.
Size as the report.


• Reduce (wastage of any form) Eg. Solid, liquid, gas, electricity.
• Recycle (water, paper, and food).
• Reuse (water and paper).


There are 5 parameters in which we work towards sustainable future are as
follows below:-
• solid waste management.
• energy efficiency.
• water conservation and community development .
• employee environment education.

Ceebros, a leading property developer in South India, has embarked on its first
venture in the hospitality industry with the aim of bringing something new and
exciting to Chennai's hospitality arena.

Users of RAIN TREE

Pilgrims Political representatives
Students Trade representatives
Officials Educationists
Film stars etc. Tourists, Sportsmen etc.

Feature of Raintree

The Raintree Hotel in Chennai, India’s city center combines impeccable service and
stylish accommodations with an innovative, eco-conscious attitude. As an eco-
sensitive business hotel, The Raintree Hotel is dedicated to conserving natural
resources and raising awareness of the importance of environmental responsibility.
The Raintree Awards

As an innovative leader constantly redefining the meaning of environmental

responsibility in the hospitality industry, The Raintree Hotel is a proud recipient of
the following awards:

MMA Award for Managerial Excellence (Services Sector)

• Presented by the Madras Management Association - 2009

• Conferred by Mrs. Usha Thorat - Deputy Governor of the Reserve Bank of

Exnora Green Hotel Award

• Presented by Exnora International - 2008

• Conferred by Hon’ble Thiru N Suresh Rajan - Minister of Tourism of
Tamil Nadu

Golden Peacock Award (Environment Management)

• Presented by the World Council for Corporate Governance - 2008

• Conferred by Mr. Ula Ullsten - Chairman of the World Council for
Corporate Governance

Tourism Promotion Award

• Presented by The Hindu - 2008

• Conferred by Mr. Murali - Managing Director of The Hindu

Good Green Governance Award

• Presented by the Srishti Publications – 2006

The Raintree Services & Amenities:-

• Airport & Railway Transfers

• Baby Sitting Services (On Request)
• Express Laundry & Dry cleaning
• Car Hire
• Concierge Services
• Currency Exchange
• Doctor on Call
• Postal and Parcel Services
• Travel Assistance
• Banquet Facilities
• Business Center
• Meeting and Conference Rooms
• Gift Shop
• Spa
• Handicap access
• Gym
• Meeting Rooms
• Swimming Pool
• Valet Parking
• Restaurants & Bars

• Front Office
• Food & Beverage Service
• Food & Beverage Production
• Kitchen Stewarding
• Sales & Marketing
• House Keeping
• House Keeping
• Human Resource
• Training
• Environment
• Accounts
• Purchase
• Stores
• Controls
• Information Technology
• Technical Services
• Security
• Health Club & Swimming Pool
• General & Admin
• Business Centre

• Core Functioning Department

• Food and Beverage (F&D) Department:-

F & B deals mainly with food and beverage service allied activities. In Raintree there
are different divisions under F & B like Restaurants, Speciality Restaurants, Coffee
Shop (24 hrs.), Bar, Banquets, Room service . Apart from that they have Utility services
(Cleaning) as well.

• Front Office Department:-

The front office in rain tree is the command post for processing reservations, registering
guests, settling guest accounts (cashiering), and checking out guests. Front desk agents
also handle the distribution of guestroom keys and mail, messages or other information
for guests.
The front office in Raintree hotel is divided into following sections:-
• Reception.
• Preservation.
• Cabby.
• Travel desk.
• Bell desk.

• Housekeeping Department:-
The housekeeping department is another important department in hospitality world.
Housekeeping is responsible for cleaning the hotel’s guestrooms and public areas. This
department has the largest staff, consisting of an assistant housekeeper, room
inspectors, room attendants, a house person crew, linen room attendants and personnel
in charge of employee uniforms. They may also have their own laundry and valet
service. Hotels with laundry and valet equipment may use it only for hotel linens and
uniforms and send guest clothing to an outside service where it can be handled with
specialized equipment.

• Food Production Department:-

Food production deals with the preparations of food items. It basically engaged in
preparing those dish, which are ordered by the guest and afterwards is catered by the
F&B department. Cuisine like Indian, Continental, Thai, Italian, Konkani (Coastal Sea
Food), South Indian, Chinese, Mexican, etc. Different Chefs are appointed for the
specialty cuisine.

• Support Department (Cost Centers)

• Marketing & Selling Department:-

Sales and marketing has become one of the most vital functions of the hotel business
and an integral part of modern hotel management. It includes packaging for selling,
sales promotion, advertising and public relations. The marketing division is charged
with the responsibility of keeping the rooms in the hotel occupied at the right price and
with the right mix of guests.

• Engineering and Maintenance Department:-

The energy crisis throughout the world has given a great importance to the engineering
department of a hotel. This department provides on the day-to-day basis the utility
services, electricity, hot water, steams, air-conditioning and other services and is
responsible for repair and maintenance of the equipment, furniture and fixtures in the
hotel. The engineering department has an important role in satisfying the guest- demand
and helping to maintain the profit level of the hotel. The cleaning, up-keep, repair,
replacement, installation and maintenance of property and its furnishing, machinery and
equipment are the joint responsibilities of Engineering/Maintenance and the
Housekeeping Department.

• Finance, Accounting and Control Department:-

A hotel’s accounting department is responsible for keeping track of the many business
transactions that occur in the hotel. The accounting department does more than simply
keep the books-financial management is perhaps a more appropriate description of what
the accounting department does. Whereas the control department is concern with cost
control guidelines by way of reducing in investment, reduction in operating cost,
control of food service costs, control of beverage costs, labour cost control .
• Safety and Security Department:-
The security of guests, employees, personal property and the hotel itself is an overriding
concern for today’s hoteliers. In the past, most security precautions concentrated on the
prevention of theft from guests and the hotel. However, today such violent crimes as
murder and rape have become a problem for some hotels. Unfortunately, crime rates in
most major’s cities are rising. Hence today security department also concentrate on
these additional criminal activities too.

• Administration Department:-
Top organizational members usually supervise the Administration Department in a
hotel. This department is responsible for all the work connected with administration,
personnel, manpower, employee’s welfare, medical, health and security.

• Human Resource Development:-

This department has newly taken step in hotel industry and within a short span of time
it has become a very important part of the organization. It plays the role of facilitator
between the bargainable cadre and non-bargainable cadre.
This department is the topic of our discussion. The practice, which this department and
their staff perform, is going to be learned in the light of following project.
Introduction to Human Resource Department

The job of HR manager can be compare with the job of

conductor, whose job is to instruct and direct all of the various musicians so that
they can perform well together. But before a conductor can direct a beautiful
performance, all of the individual musicians must be able to play their instruments
well. What kind of performance could one can expect if the violinists did not know
how to play their instruments or the flutists could not read music?
So it is in the hospitality industry, before a manager can direct and shape
employee’s individual contributions into an efficient whole, he or she must first turn
employees into competent workers who know how to do their jobs. Employees are
the musicians of the orchestra that the members of the audience-the-guests-have
come to watch performance. If employees are not skilled at their jobs, then the
performance they give will get bad reviews. Just as an orchestra can have a fine
musical score from a great composer and still perform poorly because of
incompetent musicians, so a hotel can have a finest standard recipes, service
procedures and quality standards and still have dissatisfied guests because of poor
employee performance.
That is why properly managing human resources is so important. No other
industry provides so much contact between employees and customers and so many
opportunities to either reinforce a positive experience or create a negative one.
As in the five-star hotel and five-star deluxe hotel there are around lots of
employee are involved in different jobs in different fields there is dire need to look
and control on them. No doubt different department’s heads are present to look their
department employee, but HRD is a place, which supervise and effectively
communicate with these departments head and communicate with the top
management. Thus there function is very large and diverse as compared with respect
to different department’s heads.

Structure of Human Resource Department Raintree

Managing Director

Vice President HR

Hr Manager


Training Welfare Payroll


Personnel Policies of HR
The personnel function in Raintree includes many activities such as:
• Consideration of leadership style
• Relationship
• Responsibilities
• Philosophy
• Social orientation
• Organizational structure

The Hr policies are concern with each of the following areas:-

• Employment
≈ Recruitment
≈ Interview
≈ Psychological and Aptitude tests
≈ Selection
≈ Medical Examination
≈ Administration and Transfers
≈ Promotions and Termination
≈ Responsibilities for adherence to
indiscrimination laws

• Education and Training

≈ Orientation of new employees
≈ Educational needs for employees
≈ Training development programmes
≈ Communications

• Health and Safety

≈ Occupational health
≈ Emergency medical care
≈ Safety programme
≈ Preventive Medicine

• Employee’s Services
≈ Cafeteria
≈ Vending Machine
≈ Employee’s Lounge
≈ Lockers
≈ Counseling
≈ Suggestion Scheme

• Wages and Salary Administration

≈ Salary structure
≈ Performance standards and Job evaluation
≈ Salary survey

• Benefits
≈ Group Insurance
≈ Sick-pay plan
≈ Hospitalization
≈ Major medical coverage
≈ Key man Insurance
≈ Pension plan/scheme
• Labour/Industrial relations
≈ Presentation Elections
≈ Collective Bargaining
≈ Grievance Procedures

• Administration
≈ Personnel records
≈ Security
≈ Holidays and Vacations
≈ Office Layout and Services
≈ Work Rules


Human Resource Planning (HRP) is the first aspect of human resource process. It is
very commonly understood as the process of forecasting an organization’s future
demand for, and of, the right type of people in the right number. It is only after this
that HRM department can initiate a recruitment and selection process. HRP is the
sub-system in the total organizational planning.
In Raintree HRP is important for:
≈ The future personnel needs

≈ To cope up with change

≈ To create highly talented personnel

≈ For the protection of weaker sections

≈ For the international expansion strategy of the company

≈ It is the foundation for personnel functions

The list is infact never ending. HRP actually has become an inevitable part of HRM
The HRP Process


Objectives & Policies

HR Demand Forecast HR Supply Forecast

HR Programming

HRP Implementation

Control and
Evaluation of Program

Surplus Shortage
In order to achieve effective HRP, the duties involved and the skills required
for performing all the jobs in an organization have to be taken care of. This
knowledge is gained through job analysis. In simple words, job analysis may be
understood as a process of collecting information about the job.
In Raintree job analysis involves the following steps:
 Collecting and recording job information.
 Checking the job information for accuracy.
 Writing job description based on the information.
 Using the information to determine the skills, abilities and knowledge that are
required on the job.
≈ Updating the information from time to time.
Strategic Choices

Gather Information
Uses of Job Description and Job
Process Information  Personnel Planning
 Performance Appraisal
 Hiring
 Training & Development
Job Description  Job Evaluation &
 Health & Safety
 Employee Discipline
Job Specification
 Work Scheduling
 Career Planning

Fig: Process of Job Analysis

Job Analysis
A Process of Obtaining all Pertinent Job Facts

Job Description Job Specification

A statement containing items A statement of human qualifications
such as necessary to do the job. Usually contains
• Job title
such items as
• Location
• Education
• Job Summary
• Experience
• Duties
• Training
• Machines, tools &
• Judgement
equipment • Initiative
• Materials & form used
• Physical efforts & Physical skills
• Supervision given or
• Responsibilities
received • Communication skills
• Working conditions
• Emotional characteristics
• Hazards
• Unusual sensory demands such as
sight, smell, hearing.
Job design is a process of determining the specific tasks and responsibilities to be
carried out by each member of the organization. In simple words, the logical
sequence to job analysis is job design. Job analysis provides job-related data as well
as the skills and knowledge expected of the incumbent to discharge the job. Job
analysis, then, involves conscious efforts to organize tasks, duties and
responsibilities into a unit of work to achieve certain objectives.


Organizational Factors
Characteristics of task
Work flow
Work practices

Environmental Factors
Employees abilities and Job Productive &
availability Design satisfying job
Social and cultural

Behavioural Factors
Use of abilities

Fig: Factors Affecting Job Design

Fig: Job Description and Job Specification in Job Analysis

Role of Human Resource Department

The human resources department’s role in job design is usually indirect,

although job design influences almost every aspect of human resources
management. The department diagnoses organizational problems that suggest job
redesign, incorporate information on job design in training and management
development programs, and help plan job redesign programs to ensure that sound
human resources policies and practices are developed. Further, the department is
needed to prepare to modify job descriptions and job specifications and to modify
recruitment, selection, training, compensation and other practices to be consistent
with any job redesign program.

In simple terms, recruitment is understood as the process of searching for and
obtaining applicants for jobs, from among whom the right people can be selected.
Recruitment is the process of finding qualified people and encouraging them to
apply for work with the firm.
Recruitment Process
HR practices its function in each and every stages of recruitment. The process
comprises five interrelated stages, viz.
(i) Planning,
(ii) Strategy development,
(iii) Searching,
(iv) Screening,
(v) Evaluation and control.

The function of HR is to make the selection procedure an ideal one. The ideal
recruitment programmed is the one that attracts a relatively larger number of
qualified applicants who will survive the screening process and accept positions with
the organization, when offered.
Recruitment Process

Selection is a process of picking individuals (out of the pool of job applicants) with
requisite qualifications and competence to fill jobs in the organization. Different
hotels apply different methods and procedure for recruitment as well as selection. It
basically depends on the management policies and the size of operation.

External Environment

Internal Environment

Preliminary Interview Selection Test Employment Interview


Physical Examination Selection Decision Reference & Background


Job Offer
RA: Rejected Applicants

Employment Contract


Training and development activities are designed in order to impart specific

skills, abilities and knowledge to employees.
Effective training is basic ingredient of success in the hotel industry. The
concept of training is endorsed my most managers in the hotel industry, yet
managers often give little thought to the training function in the context of their own
business or departmental responsibilities until something goes wrong! One of the
main problems in hotel industry is that investment in training and development of
employees is a reactive process for many companies. Frequently, training and
development arises as the result of significant change in the operational environment
or as a consequent of crisis such as staff turnover or major departmental problems.
Training is then used to cope with the immediate difficulty. This process may be
proved costly to hotel. Whereas development refers to learning opportunities
designed to help employees grow and evolve a vision about the future.
The Training Process

Assessing Training Needs

Preparing the Training Plan

Specifying Training Objectives

Designing the Training Programs

Selecting the Instructional Methods

Completing the Training Plan

Conducting the Training

Evaluating the Training

Planning Further Training


Performance appraisal refers to the assessment of an employee’s actual performance,

behaviour on jobs, and his or her potential for future performance. It is done
generally for the purpose of assessing training needs to employee, to effect his
promotions and to give him pay increase, retention or termination.
Though there are different methods of performance appraisal available . Raintree
adopts graphic rating scale method.
Graphic rating scale form of Raintree employees:-

Employee Name: ................... Job title : .................

Department: ......................... Rate : ..............

Quantity of work: Unsatisfactory Fair Satisfactory Good Outstanding

Volume of work under
normal working
Quality of work:
Neatness, thoroughness
and accuracy of work
Knowledge of job
A clear understanding
of the factors connected
with the job
Attitude: Exhibits
enthusiasm and
cooperativeness on the
thorough, reliable,
accurate, with respect
to attendance, reliefs,
lunch breaks, etc.
Willingness and ability
to work with others to
produce desired goals.
From the graphic rating scales, experts can be obtained about the performance
standards of employees. For instance, if the employee has serious gaps in technical-
professional knowledge (knows only rudimentary phases of job); lacks the
knowledge to bring about an increase in productivity; is reluctant to make decisions
on his own (on even when he makes decisions they are unreliable and substandard);
declines to accept responsibility; fails to plan ahead effectively; wastes and misuses
resources; etc., then it can safely be inferred that the standards of the performance of
the employee are dismal and disappointing.

The rating scale is the most common method of evaluation of an employee’s

performance today. One positive point in favor of the rating scale is that it is easy to
understand, easy to use and permits a statistical tabulation of scores of employees.
When ratings are objective in nature they can be effectively used as evaluators. The
graphic rating scale may however suffer from a long standing disadvantage, i.e., it
may be arbitrary and the rating may be subjective. Another pitfall is that each
characteristic is equally important in evaluation of the employee’s performance and
so on.

There are 2 types of welfare activities offered to the employees of Raintree . They
are as follows

• Extra mural activities- facilities provided outside the hotel.

• Intra mural activities - facilities provided inside the hotel e.g. medical,
fringe benefits etc.
• Others welfare activities:-

1. Employments follow up comfort and awareness.

2. Service loans and insurance.
3. Employee management services – counseling, Safety committee.

Under welfare activities Raintree offers 5 kinds of various benefits to its employees.
They are follows:-
• Security benefits.
• Health care benefits.
• Retirement benefits.
• Recreational benefits.
• Time off benefits.

A wage or monetary compensation paid to an employee for the service rendered
by him or her.
Payroll is a process to manage employees Salaries, Net pay tax deductions and
their holiday pay.