A Summer Training Project Report

On
Human Resource Department
In
THE LEELA PALACE, UDAIPUR

Submitted in partial fulfilment for the award of two years full time
Master’s in Business Management
(2018-2020)

By

Maurya Pratap Singh Ranawat

Faculty Guide Company Guide

Abde Ali Yawar Deepanshu Parashar

FACULTY OF MANAGEMENT
Pacific Academy of Higher Education and Research
Pacific Hills,Airport Road,
 Pratapnagar Extension,
Udaipur 313003
(For MBA, PU)

Declaration

I, hereby declare that the work embodied in my Summer Training Project,

entitled Human Resource Department in The Leela Palace, is my own
bonafide work carried out by me under the supervision of Abde Ali Yawar.
This work is original representation of my 45 number of days of summer
internship at The Leela palace, Udaipur. I have fulfilled all the requirement,
mandatory for the completion of the summer training program.
 PREFACE

My project title is “Human Resource Department”. I did my summer internship

training from The Leela Palace, Udaipur, Rajasthan. This report consists of the
detail of my internship, the place from where I completed my internship and
knowledge I acquired during that duration. It consists of mainly three chapters.
The first chapter is all about introduction of human resource management, which
talks about the present situation of human resource departments all over the
world and in India. The second chapter is about the company profile, which
carries all details of company from where I pursued my internship like history of
the company, present scenario of the company, products and services of the
company, organisational structure of company, achievements and awards of the
company, marketing strategies of company, and organisational structure of the
company and so on. The third chapter is all about the objective of internship,
learning methodology (from which source I collected my information) and
limitations of my internship. The forth chapter is all about internship profile (in
which department I worked), learning outcomes (what I have learned during my
internship) and various functions that takes place in the company on a daily
basis. The fifth chapter contains recommendations and my point of view about
the company. Finally, conclusion summarizes what I learned and some
suggestions for the company on the basis of my work in the company as an
intern. The objective of my project was to get the maximum knowledge of human
resource department, getting to know about all the documentation done in the
human resource department.
 ACKNOWLEGEMENT

In making this project, I have received fullest cooperation from every person
included in this task. I wish to thank all the authorities of The Leela Palace,
Udaipur especially Deepanshu Parashar (Assistant HR) who gave me valuable
guidance & suggestions.

I am also very thankful towards Prof. Mahima Birla, Director of Faculty of

Management, Pacific University due to whom today I am able to make this report.
My deep regards to Abde Ali Yawar, my mentor who helped me in each & every
aspect to make this report. I am also very grateful to all my respected Teachers
without whom I would not have been able to understand the concept of Human
Resource Management.

I am deeply indebted to my friends for their valuable support and suggestions

throughout the completion of my project.

Date: Signature
 INDEX

S.No. Chapters Page Numbers

1. Introduction to Tourism Industry

2. Origin of Hotel Industry

 Chapter – 1
INTRODUCTION TO TOURISM INDUSTRY
 Chapter – 2
ORIGIN OF HOTEL INDUSTRY

The concept of hotels is rather old. It takes back to 6 century. B.C where ventures of
husbands and wives of that age introduced the concept of hotels on a small-scale basis.
These units were called ‘inn’. Here the wife and the daughter looked after the food and
entertainment of the guest while the husbands did the financial and running about jobs.
Huge hall was provided to the traveler where he could make his own bed and rest. Inns
prevailed for a few hundred years. The change in this industry began to occur when
industrial revolution took place in England and gave birth to new ideas, in the advent of
Inn keeping, more so the development in means of communication systems gave this
industry a boost. Starting with the invention of steams engine sand ships to the railways
and the airways.

People began to feel the need to travel and have a better social life. Clientele from
Business trips and political trips was also on an increase. These causes increased the
need and demand of hotels. The lead in hotel keeping was taken by the emerging nations
of Europe, especially Switzerland. The birth of the hotel industry actually took place in
England. The first hotel was built in 1794, in New York, and was called the City Hotel.
This lead to specialization in the hotel section and some of the finest hotels were built in
this era. In the 20th century this industry rose to incredible highs and led to the
establishment of some of the world’s finest chains of hotels. The pioneer in
popularizing the hotel operation was Mr. E. M. Statler.
 2.1. The History and development of the Indian Hotel Industry

Though India is a late comer in the modern tourism and hotel industry, the concept of
travel and halting facilities on the way is not all together a new idea for Indians. Even in the
16th and 17 centuries there existed innumerable number of dharmashalas, sarais (inns) and
taverns in India. The credit for introducing modern hotels in India goes to the British. They
launched hotel projects in India for their own use, until about 80 to 90 years ago, except the
Taj Mahal in Bombay. Residential hotels of the western type are of recent origin in India.
Pallonjee Pertonjee opened the British hotel; the first western type hotel in 1840 in
Bombay, the twentieth century saw several development in the Indian Hotel Industry.
Several enterprising Entrepreneurs entered the field.

The Hotel Industry comprises a major part of the Tourism industry. Historically viewed as
an industry providing a luxury service valuable to the economy only as a foreign
exchange earner, the industry today contributes directly to employment (directly employing
around 0.15 million people), and indirectly facilitates tourism and commerce.

Prior to the 1980s, the Indian hotel industry was a slow-growing industry, consisting
primarily of relatively static, single-hotel companies. However, the Asiad, held in New
Delhi in 1982, and the subsequent partial liberalization of the Indian economy generated
tourism interest in India, with significant benefits accruing to the hotel and tourism sector,
in terms of improved demand patterns. Growth in demand for hotels was particularly high
during the early 1990s following the initiatives taken to liberalize the Indian economy in
FY1991, as per the recommendations of the International Monetary Fund (IMF). The
euphoria of the early1990s prompted major chains, new entrants and international chains to
chalk out ambitious capacity additions, especially in the metropolitan cities. However, most
of these efforts were directed towards the business travelers and foreign clientele.

In recent years, the hotels sector has grown at a faster rate than GDP. As a result, the share
of hotels & restaurants in GDP at current prices has increased from1.2per cent in FY2000to
1.5per cent in FY2005. In constant (1999-2000) prices, the GDP from hotels and
 restaurants has increased from Rs. 222.65 billion in FY2000 to Rs. 335.49 billion in
FY2005. As a result, the share of hotels and restaurants in total GDP at constant prices has
increased from 1.24per cent in FY2000 to 1.40per cent inFY2005.

Star Category No. of Hotels No. of Rooms

Star Category No Of Hotels No. of Rooms

5-Star Deluxe 82 18764
5-Star 92 11332
4-Star 132 9401

3-Star 704 31039

2-Star 587 19031
1-Star 212 695
Heritage 83 2216
To be classified 50 5127
Total 1934 103973

Some of the leading 5 Star Hotels in India

 Taj Group of Hotels

 The Ritz Chain
 The Oberoi Group of Hotels
 Leela Group of Hotels and Palaces
 ITC Group
 Holiday Inn
 Hyatt Regency
 Marriott’s Group Hotels
 Chapter – 3
LEELA GROUP OF HOTELS AND PALACES
Overview:

Established in the year 1957, by the group’s founding Chairman Capt. C. P. Krishnan Nair. Head
quarter is in Mumbai.

Background:

Behind every success of every enterprising institution lies the commitment of a true visionary. In the
case of Leela Group the man is Captain C.P. Krishnan Nair. Born in 1923 at Cannanore, North
Malabar- Kerala, Capt. C.P. Krishnan Nair received his early education at the local Raja’s High
School and Govt. Muslim College, Madras. During 1940-42, he had a brief stint as a freedom fighter
and later on as a Civilian Officer for two years. He resigned from his job in the Army to work for the
familiarization of his native handloom weavers in North Malabar. He took up the cause of handloom
Weavers Association and was responsible for the scientific production and modern marketing
methods of the handloom cloth. He pioneered the marketing of “Bleeding Madras” and the “Gauz
Fabric” which became a fashion runs away in the international markets of U.S.A. Europe and

Japan in the 60’ and 70’s.He later set up a unit to produce cotton laces in India with
Scottish collaboration. “The Leela lace’ is now the premier export house of the country.

In the early 70’s, the company launched its ready-made garments unit and is today, India’s
premier export house. Since the 80’s, the client list of Leela Lace reads like the veritable
who’s who of the American fashion industry : The Gap, Liz Claiborne, Polo Jeans, Tommy
Hilfiger, JC Penney, Macy’s, Van Heusen, Walmart & Hellip.

Mr. Dinesh Nair, the present Managing Director of Leela Lace Ltd., took over from his
father Capt. C.P. Krishnan Nair, in the early 80’s. After consolidating the company’s
position, he shifted his focus to the American woven sportswear market with a continuous
emphasis on fast turnaround and big volumes. Rapid growthhas been the result, and has
made Leela Lace the largest garment exporter from India to theUSA.

Today Leela Lace has 20 factories with stateof the art equipment – 10 in Bangalore, 5 in
Chennai and 5 in Mumbai, with an annual turnover of US$ 75million. It is Leela Lace Ltd.,
the parent company, which is the promoter of Hotel Leela Venture Ltd.

HOTEL LEELA VENTURE LTD.

Capt. Krishnan Nair served in the Indian National Army under Netaji Subhash Chandra
Bose. Subsequently, he helped his father-in-law in the latter's garment export business. In
1957, he was part of a delegation to West Germany, which involved visits to Frankfurt,
Cologne, Munich and Hamburg. Here he realized the need for a luxury hotel chain in India
that could measure up to international standards. Eventually, in 1988, he launched his first
hotel in Mumbai as Hotel Leela.
Incorporated in 1981 to set up and operate 5-star hotels, Hotel Leela Venture entered into a
collaboration with Penta Hotels, UK, which was subsequently transferred to Kempinski
Hotels, a European chain of 5-star deluxe hotels, owned by Lufthansa, the German airline.
The company entered into collaboration agreement with Penta Hotels Ltd (Penta) for a
period of 10 years for sales, marketing & technical know-how.
The company set up its first 5-star deluxe hotel, Leela Penta, in Bombay in 1986. It was
renamed Leela Kempinski in 1988, following the change in its marketingand salestie-up.

The hotel entered into a marketing alliance with Germany’s Kempinski group, which has
close to a hundred years of rich management expertise in thehospitality industry. When
Lufthansa and British Airways became regular customers, Nair had Kempinski to thank.
That relationship has continued to
flourishandaflurryofprojectshascomeupacrosstheland.Secondinlinewas
the Leela Goa, followed by the Leela Palace in Bangalore and the Leela Beach Resort in
Thiruvananthapuram. The Leela Kempinski Mumbai and The Leela Kempinski Goa are
two of the best hotels in India, and have also won considerable internationalacclaim.

Recently in 2001 Capt. Nair fulfilled his longstanding dream of constructing a palace hotel
in the garden city of Bangalore. The Leela Palace KempinskiBangalore is built in art deco
style recreating the grandeur of The Mysore Maharajas Palace. It is set amidst 8 acres of
landscaped garden and waterfalls. It is a palace with the heart of a modern hotel. Its 254
rooms are opulently furnished and are befitting royalty. The newest addition The Leela
Kovalam is Kerala’s largest resort, built on a rock face cradled between two wide
sweeping beaches withastunningviewofthefamousKovalamcoastline.

New projects will be commissioned at Gurgaon, Udaipur and Chennai this year. Other new
properties have been planned for New Delhi, Jaipur, Agra, Hyderabad and Pune in the
comingyears.

Achieving these levels of excellence has been the result of a three pronged business
strategy, best described in the words of Capt. Nair. Fundamental to our business is the all
pervasive Indian tradition of hospitality. Secondly, we honour the cultural heritage of India.
Lastly, we operate on the basis of world class
technology,backedupfullybythecommitmentofthestaff.
 LEELA AT A GLANCE

Leela Kempinski Kovalam Beach Resort,

Leela Kempinski Palace-Bangalore,

Leela Kempinski-Goa,

Leela Kempinski Palace-Udaipur,

Leela Kempinski-Mumbai,

Leela Kempinski-New Delhi,

Leela Kempinski-Gurgaon,

Segmentation of different departments at Leela Kovalam

There are more than 10 different departments are functioning in the traditional and
executive levels at the management of the hotel. These departments have diverse portfolios
and responsibilities headed by a person in charge of the entire operations undertaken within
the department. He may be a manger/supervisor of the respectivedepartment.

The reason why hotels are usually organized into functional blocks, with departments
grouped according to the particular work/activity that particular
department is actively engrossed. In most scenarios a hotel industry is divided up into 5
different departments such as rooms, Food and Beverages (usually this department is called
as by its short form as F&B), accounting, sales and Human Resource/HR. Each of these
departments has their own heads of the operations and they should have to report directly to
the General Manager of the hotel regarding the performance of their respectivedepartments.

These departments are sub-divided into various other smaller organizational units. These
sub-divisions represent refinement of the work performed and the
knowledgeandtheskillsofthepeopleineachsubunit.

As organizations grow large in respect of its size and operations it carries out most hotels
tend to segment its operations to various departments with food preparation and food
servicing as separate entities. Since preparing food and serving it to the guest are usually of
two different arts; both the processes are done through different and separate works. Thus
forming departments along functionallineisthemostcommonmethodinahotelorganisation.

The department engaged in the preparation of food is called as Production Department

while the division involved in the art of serving the prepared food to the guests in an eye-
catchy and sumptuous manner is known as the Servicing Department.

FoodProductionDepartment:-Foodproductiondealswiththepreparationsof
fooditems.Itbasicallyengagedinpreparingthosedish,whichareorderedbythe
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. Marketing a celebrity chef as a primary
component of a hotel may yield a competitiveadvantage among that specific hotel’s
competitiveset.

FoodServicingDepartment:-Foodservicedealswiththeprocessofthedelivery of the prepared

food items onto the end customers who ordered it. Service department should also lay
special emphasis on the importance of getting the
ordersdeliveredwithaneyecandylookandappearance.

Food & Beverages Department: - F & B deals mainly with food and beverage service
allied activities. Different divisions are there in F & B like Restaurants, Specialty
Restaurants, Coffee Shop (24 hrs.), Bar, Banquets, Room service etc. Apart from that they
have Utility services (Cleaning). A food and beverage department in a hotel is usually
guided by an F&B Director followed by an F& B manager. A Food and Beverage Manager
in a hotel should always by ready too undertake a variety tasks each and every day. Some
of the main important functionsendowedonthisspecificdepartmentinahotelinclude,
a) Provide the highest quality in food, beverage and service in all the food and beverage
outlets inside thehotel.
b) Provide all guests with the highest quality of food and beverage experience by working
as a team with all the food and beverage outlets ensuringprompt,
 courteous, and professional services resulting in increasing employee morale and
decreasing employee turn overrates.
c) Maintain existing programs and develop new programs ensuring the highest quality of
food, beverage and service offered. Arrange daily talks with staff and managers,
reviewing plate-ups in differentoutlets.
d) Maintain a high quality hotel image through effective house keeping and sanitation in
the F&Boperations.
e) Meet all the needs and the expectations of the guest by ensuring proper service
standards, providing quality food and beverages, and managing all aspects of operation,
resulting in an increasing Guest Satisfaction Index (GSI) and decreasing
guestcomplaints.
f) Maintaintop-notchsecuritytoalltheF&Bpropertiesandinventories.

g) Maintain knowledge of national and international competition and industry trends.

Includes changing menus based on seasonality, product availability, and input
fromstaff.
h) Seek profitability in all the F&B outlets by decreasing the operational costs and
byincreasingthesalesvolumesofdifferentmenusandbeverageitems.
The following chart represents the hierarchical structure of the division of F&B
department in a 5-star hotel.

ASSISTANT F & B
MANAGER

RESTAURANT MANAGER BEVERAGE MANAGER

F & B MANAGER
HOUSE KEEPING DEPARTMENT:-

The House Keeping Department is another important department in the hospitality

industry. Housekeeping Department is responsible for cleaning the hotel’s guest rooms and
public areas. Housekeeping department usually has the largest staff, consisting of an
assistant housekeeper, room attendants, room inspectors, a house person crew, linen room
attendants and personnel in charge of employee uniforms. They may also have their own
laundry and valet service.
Hotelswithlaundryandvaletequipmentmayuseitonlyforthehoteluniforms
and linens and send guest clothing to an outside service where it can be handled with
specialized equipment.

Basically the main responsibility of the housekeeping department is to ensure that the guest
rooms and the entire public area within the hotel are neat and clean all the time. But the
cleaning duty of the kitchen area is done by Kitchen steward. Cleaning of the lawn area of
the hotel is also set apart from the housekeeping
departmentwhilethesameiscarriedoutbythegardeningdivisionofthehotel.

The person who is made in charge of the entire operations being performed in this specific
department is Housekeeping Executive. The Executive Housekeeper is responsible for the
total cleanliness and the, maintenance and the aesthetic upkeep of the hotel. This end is
achieved with the resources made available to his/her of manpower, materials, machines,
money, space and time. The position of the Executive Housekeeper is considered to be
one of the most important positions in the hotels since it carries tremendous responsibility
for the proper cleanliness and the aesthetic fabric of facilities in order that they are sanitary,
desirable and in saleable condition. The good Housekeeper, because of the need to
co=operate with many other department heads, must posses a high degree of tact as well as
good organizingability.

The Assistant Housekeeper is the deputy to the Executive Housekeeper of a hotel. He/She
manages the resources given by the executive housekeeper to achieve the common
objectives of cleanliness, maintenance and attractiveness in a given
period of time. Assistant Housekeeper’s accountability normally ends with the completion
of the shift.

The position of a Housekeeping supervisor is normally occupied by a competent,

personable individual who knows his/her employees well, and is, above all, able to meet the
public. This requirement is so important as far as a hotel is concerned since the supervisors
are actually representatives of the Executive House keeper in the areas assigned tothem.

House keeping draws special mention since a hotel survives on the sale of rooms, food and
beverage and other minor operating services such as laundry, spa, clubs etc. Of these, the
sale of rooms constitutes a minimum of 50 %. In other words the largest margin of profit
comes from room sales because a room, once made, can be sold over and over again. A
good hotel operation ensures optimum room sales to being in maximum profit. The room
sale is dependant on, apart from several other things, the quality of the room décor, room
facilities, and cleanliness of the room and how safe it is.
 The following chart shows the hierarchy of the housekeeping department in thehotel:

EXECUTIVE HOUSE KEEPER

LAUNDRY MANAGER

ASST. EXECUTIVE HOUSE

KEEPER

CLEANER GARDENER LINEN

SUPERVISOR SUPERVISOR SUPERVISOR LAUNDRY
SUPERVISOR

LINEN WASHER
RUNNER PRESSER
ATTENDANT

Front Office Department: - The front office 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. Themost visible part of the front office area is of course the
front desk. The front desk can be a counter or, in some luxury hotels, an actual desk where
a guest can sit down andregister.
The Front Office may be regarded as the show window of the hotel and hencemust be well
designed in the first place and maintained in a well organized and orderly manner. Regardless
of how a hotel is organized into,the front office is always an essential focal point. Front
Office is the name given to all the functionalunits of a hotel which are situated in the front
portion of the hotel, that is, thelobby – is the place where the guests are received, provided
information on the products and services offered in the hotel, the luggage of the guests are
handled, the accounts of the guest are settled at their departure, and the guest’s problems,
complaints and suggestions are lookedafter.

The front desk is the link between the guest and the hotel and represents thehotel to the
guest. And is a liaison between the hotel management and the coordination of all the guest
services. It serves as a main channel of both way
communicationsi.e.fromhoteltotheguestandguesttothehotel.

Hotel terminology includes terms such as front-of the-house and back-of-the- house. This
front-of-the house term includes those portions of the hotel with which the guests come in
direct contact with during the period of their stay in the hotel, such as building exterior,
lobby, front desk, guest rooms, function rooms etc.

The person who is regarded as the head of the operation of the front-office desk is the
Front-Office Manger. The nature of the front office job is such that he is almost always
crowded with various jobs. He should be able to match job needs to
timeavailableforeffectiveandefficientperformance.Anotherresponsibilityofthe
front office manager is making daily plan of action by outlining work for the next day at the
end of each day. It includes listing all activities for the next day under ABC category as per
the urgency and importance of the job. It is also important to make flexible plans to fit in
emergencies.

The assistant front-office manager’s main duty is aiding the front office manager in
supervising and coordinating the day-to-day operations of the front-office staff and resolves
internal problems. He/She co-ordinates staffing of mail and information and reservation
clerks with their supervisors. The AM-front office should also be adept in dealing with
problems arising from guest’s complaints and reservation and room assignment activities.
He should also be responsible for any miscellaneous duties assigned by the front
officemanager.

Another important position at the front desk of the hotel is done by the reception assistant.
The friendly welcome given by the receptionist to a guest changes an impersonal hotel
building in to a friendly and homely place and his unfriendly, hostile and indifferent
attitude may convert the guests experience in to an unpleasant and uncomfortable stay. If
the front office is the hub of the hotel then the receptionist can be aptly called as the person
‘who keeps the hotel world moving’. The reception assistant should be well informed of
daily room availability status, and also he should have detailed information regarding
arrivals, their room requirements and expected departures of the guests.

The position of the reservation assistant is also important at the front-office department of
the hotel since the hotel’s good image can be maintained among the
guests only if all the needs of the guests are taken care of, especially the guest’s
requirements in terms of his lodging. The main function of the reservation assistant is to
handle all the reservations courteously and promptly over telephone, by e-mail, fax etc. He
should make proper updating in the reservation register and records in order to have
updated inventory of room availability. The reservation assistant may also carry out
amendments and cancellations intelligently and accurately. To keep the availability status
chart updated. Check out reservation stationary and keep a satisfactory par stock of the
same. Type out advance reservation slips and maintains reservation racks and
correspondence filesandincaseofcomputersupdatesinformationincomputers.
 The following chart shows in detail the common hierarchy of the
structureofthefront-officestaffin5-stardeluxehotels.

EAM ROOMS

ASSISTANT FO MANAGER AM TRANSPORT IT MANAGER

CLUB MANAGER

TRANSPORT SUPERVISOR IT EXECUTIVE.

DUTY MANAGER DUTY MANAGER

DRIVERS IT STAFF

SUPERVISOR
SUPERVISOR

GUEST SERVICE ASSOCIATE

GUEST SERVICE
ASSOCIATE
HEALTH CLUB SUPERVISOR AIRPORT REP.

HC INSTRUCTOR. POOL BOYS.

Human Resource Department: - Human resources is exactly meant as ‘resources for

human – wi8thin the workplace’. Its main objective is to meet the organizational needs of the
company it represents and the needs of the peoplehired by that company for running its
operations. Every organisation needs itsstack of manpowerto carry out its day-to-day
operations. No establishment cannot operate without beinginvolved in some kind of
transactions with the peopleingeneral.HenceHRdepartmentisdrawnwithspecialemphasisasthis
department is responsibly for all activities concerning to the employees of an organisation.

In short HR department is the hub of the organisation serving as liaison between the
organisation and its employees. On the basis of the size of the company the HR department
is usually called as the Personnel department in medium–sized establishments, with a
limited number of managerial staff and is guided by a Personnel Manager. For larger and
more complex organizations with hundreds of departments and divisions, the task of
managing the workforce as a whole is much more demanding andintricate.

Some of the most important responsibilities to be carried out by the HR department include
(1) Employee recruitment & Selection, (2) Employee
compensationbenefits,(3)Employeerelationsand(4)Policyformulation.Asa company and the
requirements of a position evolve, a company needs to take certain measures to ensure that
the highly skilled workforce is in place. It is actually the responsibility of the HR
department to oversee the skills development of the company’s workforce. After
formulating the requirements criteria to fill up a vacant post in the organisation, the HR
department of the company will call for application for the specific post from the eligible
candidates by way of advertising on news papers, televisions, mobile phones etc. Employee
compensation packages also come under the prerogative of the HR department. This covers
salaries, bonuses, vacation pay, sick leave pay, Workers' Compensation, and insurance
policiessuchasmedical,dental,life.TheHumanResourcesDepartmentis
responsible for developing and administering a benefits compensation system that serves as
an incentive to ensure the recruitment and keep hold of of top talent that will stay on with
thecompany.

With the increased rise in unethical practices and misbehaviors taking place in today's
workplace such as age, gender, race, and religion discrimination and sexual harassment,
there needs to be mandatory compliance with governing rules and regulations to ensure fair
treatment of employees. In short, employees need to know they have a place to turn when a
supervisor abuses his or her authority in anyway.

Regardless of the organization's size, company policies and procedures must be established
to ensure order in the workplace. These policies and procedures areput in place to provide
each employee with an understanding of what is expected of them. Similarly, these
policies and procedural guidelines will assist hiring managers in evaluating their
employee's performance. These policies can be established company-wide or used to define
each department's function. It is Human Resource's responsibility to collaborate with
department managers on the
formulationofthesepoliciesandregulationstoensureacohesiveorganization.

All new recruits to the Hotel Leela Kempinski-Kovalam beach hotel are inducted through an
orientation program of 2 days duration called BLOSSOM (Brand Leela Service Organisation
Module). All employees at the hotel are
mandatorilyrequiredtoabidebytheservicesstandardssetforthbytheLeela
 Group of Companies. This set of services standards is known as BLISS (Brand

Leela Integrated Services Standards).

The following is the hierarchy of the positions in the HR department.

HR Head

Assistant HR Manager

HRExecutive HRCo-coordinator

TrainingDepartment:Trainingistheprocessthatinvolvesanexpertworking with learners

to transfer to them certain areas of knowledge or skills to improve in their current jobs.
Training Department is considered to be a stand-by unit of the HR department. The primary
function of this department is to empower and equip new recruits to the hotel to such a
level where they can deliver their maximum to the company’sgrowth.

All the activities undertaken in this department is guided and supervised by the Training
Manager. He is responsible for conducting training programmes to the new recruits
inducted into the existing workforce of the company. The spectrum of the training
manager’s responsibility also includes making each new recruit aware of what his duty is?
How he is to do his duty? Etc.
 In short, it is the function of the training manager to make the new workforce of the
company learned of what is exactly expected of them, and on what degree. Training is
usually given to the employees on the following grounds as and when itdemands.

I. When a performance appraisal indicates performance improvement isneeded

II. To "benchmark" the status of improvement so far in a performance

improvementeffort
III. As part of an overall professional developmentprogram

IV. As part of succession planning to help an employee be eligible for a planned change
in role in theorganization
V. To"pilot",ortest,theoperationofanewperformancemanagementsystem

VI. To train about a specifictopic

Several benefits can be reaped out of rendering proper training programmes.

I. Increased job satisfaction and morale amongemployees

II. Increased employeemotivation

III. Increased efficiencies in processes, resulting in financialgain

IV. Increased capacity to adopt new technologies andmethods

V. Increased innovation in strategies andproducts

VI. Reduced employeeturnover

VII. Enhanced company image, e.g., conducting ethicstraining
Employee training programs provide focused training to a number of employees either on a
one-time or recurring basis. Programs can be developed in-house or employees can attend
more generic programs, e.g., at a local university, college or training center. Programs are
conducted for a variety of topics, e.g., training about communications, computer skills,
customer service, quality initiatives, safety, diversity training, etc.

The Club: - It is built to showcase the vision of a “hotel within a hotel”; The Club at
every Leela Palaces, Hotels and Resorts property is actually the epitome of a luxury hotel
within a luxury hotel. And the Leela Kempinski Kovalam Beach, Kerala is no exception to
thatrule.

The Club offers many exclusive delights to its guests. In fact, the guests so close to the
restless Arabian Sea that the pounding of the waves on the rocks below acts as the
perfectlullaby.

Guests at The Club also enjoy services like in-room entertainment, a minibar, a writing
desk overlooking the sea, airport transfers and high tea in the lounge, to mention a few
services. The guests can also avail a24 hour butler to help themwith packing, food and
drink of their choice and travel and ticketing arrangements.

All the operations of the club are handled and guided by the Club Manager who is
responsible for all the customer relations affairs within the club. In fact the guests
intheclubhavetoexperiencemoreluxuryintermsofamenitiesandfacilities
offered. They have everything (clubs, pubs, restaurants, spa etc) as separate for themselves,
means that those facilities within the club can only be availed by the club-inmates. Those
staying outside of the club cannot use those within the club. That is why the club concept at
Leela Hotels is defined as a ‘Hotel within the Hotel’.

Some of the facilities and offerings at the club are

A. Arrival and departure transfers from the Airport by luxury Nissan X Trail Cars.
B. Round the clock ButlerService

C. BreakfastwiththeoptionofinroomdiningorattheCafé

D. Selection of movies andmusic

E. Complementary soft beverages, tea/coffee in thelounge

F. Hi-Teaattheloungefrom4:00to5.30pmeveryday

G. Complementary PressingService

H. Exclusive gymnasium, international Spa and Infinity edged swimming pool

overlooking thesea
I. Complementary internet access in thelounge

J. I POD dock onrequest

K. Linear, minimalistic design – contemporary old world luxury at the sametime. Each
room features state of the art LCD flatscreen television, DVD player (with choice of
movies and music), wirelessinternet access, twin
headedmassageshowerheads,andelectronicsafe.
L. Stunning sea rimmed infinity swimmingpool.

M. Ocean deck with sunsetviews

Finance Department: - A hotel’s accounting department is keeping track of the many

business transactions that occur in the hotel. The accounting department does more tan
simply keep the books. Financial management is perhaps a more appropriate description of
what the accounting department does. Whereas the control department is concerned with
cost control guidelines by way of reducing in investment, reduction in operating cost,
control of food service cost, control of beverage cost, lobour cost controletc.

In most hotels the person in charge of the finance department of the hotel is called the Chief
Financial Officer. Usually he is addresses by the short-form of his designation as CFO. In
most major hotels, the CFO or Finance Controller/Manager ranks among the top two or
three decision makers in the hotel hierarchy. No organisation can survive without a very
strong financialvigor.

The finance controller is responsible for presenting a Financial and budgetary programs
which can strengthen management’s control of hotel’s operating expenses and help
determine the profitability of the property. Specifically forecasting gives owners a projected
level of sales, while budget alert owners and operators alike to significant expenditures that
are on the horizon or predictable
shortfallsinrevenues.Usedtogether,forecastandbudgetscanprovideabench-
mark for sales intensive programs, executive-compensation bonuses, incentive based
management fees and capitalexpenditure.

The administration and department of accounting and finance coordinate management and
staff functions. This includes extensive contact with our shareholders, other partners. The
department of accounting and finance is responsible for accounting, payroll, budgets and
cash flow management. The department of Information Technology (IT) is also managed
by the Finance department in most hotels.
The following shown chart is the common hierarchy of the positions in the Finance
Department in 5 star hotels. But it cannot be guaranteed that the same structure is followed
by all the 5 star hotels. It may depend upon the size and the scale of operations of the
respectivehotels.

FINANCE & ACCOUNTING

CONTROLLER

ASST. FINANCIAL CONTROLLER

PURCHASIN
G MANAGER

ACCOUNTING
GENERAL
LEDGER SUPERVISOR

GENERAL ACCT. INCOME COST CREDIT

CASHIER PAYABLE AUDITOR CONTROL SUPERVISO
R

CASHIER NIGHT F&B A/R CLERK

SUPERVISO AUDITOR CONTROLLE
R R

SALES AND MARKETING

Marketing is the study and management of the exchange process. It involves the
things that the property will do to select a target market and stimulate or alter that
market demand for the property services. It consists with research, action, strategies
advertising, publicity, & sales and promotion. Sales consist of direct efforts to sell
the property by personal sales, calls, telecommunication &mailings.
Marketing and sales division can be varied with the size, type, and budget of the
hotel to hotel. Small hotel only have one person who is handling all the sales
activities related to the hotel business. But large hotel have organized sales and
marketing division with no of key personnel.

A sales department is particularly very essential in large hotels and those with
convention and banquet facilities. The General manger participates actively in this
area for and basic reason. First sales and their development is a long-range activity
of the hotel and the second sales policy of the hotel interwoven with the image of the
hotel has in the eyes of public and GM wishes to enhance that images. This
department may have Sales. Manager who assists the GM on sales calls. The GM
and Sales Manager prepare a budget for the year sale of rooms and the conference
hall. They try and achieve the budget by the end of the year. This is done with a lot
of planning and research. This would be achieved by a contract with one or more
travel agents in and outside the town. And for selling the conference hall the sales
teamshouldcontactvariouscompaniesandotherbusinessfirms.

The main function of this department is to increase the sales volumes of the different
services offered in the hotel, be in terms of rooms, food, beverages, clubs,
restaurants, spa etc. Usually the tools adopted by the department to make the guests
accustomed to different services and offerings in the hotels
are as by (1) Correspondence (2) Personal contact (3) mailings (4) Fax etc. The
other core areas of its consideration are as follows,

Conduct a marketAudit.

Analysis of marketcompetition.

Market placeanalysis.

Formulation of new schemes and nicheofferings.

Selection of profitable marketsegments.

Positioning theproperty.

Establishing the objectives and the actionplan.

Monitoring and evaluating the marketplan.

Restructure the market plan, ifneeded.

Implement the plan as it isdemanded.

HIERARCHY OF SALES & MARKETING

Head of sales

Associate Head of Sales

SalesExecutives Sales coordinators

Purchase Department: - While operating a hotel is supposed to be a difficult
task, managing the entire procurement process (for such a unit) is even more so.
The purchase department handles the task of procurementyet all departments play a
crucial role in it. That said technology ensures that inter-departmental activities
takes place flawlessly. Although purchase has now become dependent on
technology for managing inventories and order status, it was originally a manual
job. From selection of products to
decidingonavendor,thisdepartmentrestsonthehumanabilityof
judgment. However technology is now making the processes related to other
departments easier by streamlining allactivities.

Purchase is about procuring products in large quantities for the stores catering to
various department needs. In this, various operational tools bridge the relationship
between the purchase department and stores, fulfilling the requisites of all
departments. At LEELA the department is responsible for the procurement of all the
perishable commodities from the local markets such as those in Trivandrum and
Kochi. Rare brands of beverages are brought from Delhi or Chennai. While the
common ones are procured from Kerala State Beverages Corporation (KSBC). The
stipulated time of working hours for the purchase departments is from 9AM TO 5
PM. Purchase Manager is the person who is in full control of the entireoperations of
thedepartment.
The hierarchy of the Purchase Department is as follows

General Manager

PurchaseManager

PurchaseExecutive

PurchaseAssistant PurchaseDriver
EngineeringDepartment:- The energy crisis throughout the world has given a
great importance tothe 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
HousekeepingDepartment.

The person in charge of this department is the chief-engineer. It is the responsibility of the
engineering department to provide the hotel with electrical
servicethatmeetstheneedsofindividualdepartmentsandtheneedsofguests.

Refrigeration, food production equipment, and computer systems are examples of other
building system functions for which the engineering department may be responsible for
repairing, maintaining, replacing, or managing. While the maintenance of many of these
systems may be contracted to outside agencies such as the supplier, the engineering
department nonetheless is the first line of defense in keeping them operatingefficiently.
In most modern hotels, the installation and service of elevator systems is generally the
province of the elevator manufacturer, and hotels typically have extended maintenance
agreements for the elevators. Most engineering departments, however, closely monitor the
operation of the elevator systems. In modern high- rise hotels with high speed elevator
service, the slightest problem with that service should be quickly and easily identified and
reported to the contractors. It is generally the responsibility of the engineering department
to monitor these services and their contracts closely andcarefully.
The following shown chart depicts the important hierarchy of the engineering division
inhotels:

CHIEF ENGINEERING

ASST. CHIEF ENGINEERING

DUTY ENGINEER

ENGINEERING SECRETARY

ELECTRICIAN MECHANICAL ENGINEERING STORE KEEPER

Security Department: - The security of guests, employees, personalproperty 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 citiesare rising. Hence today security
department also concentrate on these additional criminal activitiestoo.

The main position in the security department is of the Assistant Security Manager. The
department includes the fire and safety officer and the duty guards. The primary function of
the security department is to provide property surveillanceand protection to the guest. The
latter is more important for the security department in the LeelaHotel.

In the hotel there are two variants of security staff working round the clock in different
shifts. First is the direct security staff of the Leela hotel working in three different shift of 8
hour duration. Second is the temporary staff from a security agency to provide surveillance
to the entire property of the hotel as it is spread over an area of more than 60acres.

Considering flawless security to the guests, all the guest rooms of the hotel are installed
with spring glass and smoke detectors and automatic alarm system. There is a central
security office working inside the hotel with all the modernfire
fighting equipments such as fire extinguishers, dry powder, and other fire dousing facilities.

As a part of the security provision both to the hotel’s property and the guests the entire
geographical area of the hotel is divided in to 3 portions such as Beach View Point, Tide point
and the Club – these three points are all together known as the ‘assembly point’ . The most
common methods adopted by the fire and safety wing of the hotel (it came under the
security department) are liquid carbon dioxide, dry powder etc. The security control post of the
hotel will be functioning on 24 x
7withofficesecretary,nightanddaysupervisor,andsecurityofficer.

The security setup at the hotel is faultless since the hotel cannot compromise onthe safety
of its valuable guests. All the activities of the security department is controlled and
supervised by the main security officer. He is also responsible for conducting training
programmes on security and fire fighting to the security staff of thehotel.
 The following chart shows the division of positions in the security
department.

FINANCE & ACCOUNTING

CONTROLLER

CHIEF SECURITY

SUPERVISOR SECURITY

EVENING LEADER NIGHT LEADER

MORNING LEADER

SECURITY GARD CREW

SPA: - At Leela-Kovalam a specialty centre is working exclusively for ayurveda

treatments such as Panchakarma - the ultimate ayurvedic detox, Shirodhara and Abhyanga -
the ayurvedic oil bath and massage, as well as specially formulated ayurvedic packages for
rejuvenation,
Spa Manager is the person in charge of the entire operation at the spa
center of the Leela Kovalam hotel. For ayuvedic treatments and therapies
to the guest the company is hiring the professional service of an
ayuvedic contract agency known as Soft Touch. All the services to the
guest in Spa are extra-paid services. Themost common services
provided in the centre are massages and yoga treatments. The Spa
Manager should be answerable to the Assistant Executive Manager
onthe performance of the department. The scheduled working hours of
the Spa is 7 am – 10 pm, with 2 different shifts one starts from 7 am in
the morning till 4 pm intheevening.Anotherisfrom4pmtill10pm.