SUBMITTED TO: MS.

SHALINI GARG SUBMITTED BY: AMIT KOHLI (11) SAHIL MALHOTRA (13) LUV KHANNA (18) RAHUL KALRA (39) CHIRASH (51)

SCHOOL OF MANAGEMENT STUDIES GURU GOBIND SINGH INDRAPRASTHA UNIVERSITY, KASHMERE GATE, DELHI-110006

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ACKNOWLEDGEMENT
Behind every fruitful endeavour lie the advice, guidance and inspiration of all the people directly or indirectly involved with the report. I wish to express my gratitude to all the people involved in the completion of this report. I am thankful to all of them for their help and encouragement throughout the completion of the report. They have been a constant source of support for me. First of all I wish to express my deep sense of gratitude to Mr. Sanjay Malhotra – manager SOTC for providing his guidance and also for his full support in making the project enriching and informative and providing requisite facility in due course of the project. His constructive criticism of the approach to the problem and the result obtained during the course of this work has helped me to a great extent in bringing work to its present shape.

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TABLE OF CONTENTS
Introduction Literature review Data Collection Tool used Findings Recommendations Limitations Conclusion References Annexure 4 6 15 19 20 31 32 33 37 38

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INTRODUCTION
The Travel and Tourism industry is still one of the largest single businesses in world commerce and its importance is widely recognized. The tourism industry is now one of the largest sectors earning foreign exchange. In the face of many benefits, many countries have started assigning due weight age to the tourism industry in their national development agenda. Tourism is an industry that operates on a massively broad scale: it embraces activities ranging from the smallest sea-side hotel; to air-lines, multi-national hotel chains and major international tour operators. Originally, non-traditional industries such as tourism emerged as a solution to strike a balance between ecology and industry  Tourism is one of the world's fastest growing industries at present and holds the status of the world's no. 1 industry.  Spending on tourism amounts to 5%-10% of total consumer, spending in a year worldwide.  The industry creates a job every 2.4 seconds with every one of those direct jobs creating another 11 indirect ones.  The tourism industry as a whole is presently estimated to earn over US$ 3.5 trillion worldwide.  India's share of the total market is a pittance at 0.51%. The non-tourist countries like Malaysia and Indonesia get much more tourists than India.  India's share of the total market is a pittance at 0.51%. The non-tourist countries like Malaysia and Indonesia get much more tourists than India.  The Tourism industry's foreign exchange earnings in India are around $3.2 billion. Tourism is the highest foreign exchange earner if we consider the fact that net value addition in Gems and jewellery is less than 30 % whereas, in tourism it is more than 90 %.

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Hence it is imperative that they have to be at their best at all times. good sense of humor. is included in people. linguistic skills etc. In people local people are very important. thorough knowledge of the places. 5 . that how they treat tourist. are expected to have a lot of patience. These contract persons must be trained on interpersonal skills as well as knowledge of the product. all form the people element in tourism marketing. Travel Company. staff of travel companies. The personnel who attend to the needs of the tourists form an essential ingredient in tourism marketing.PEOPLE It plays a most important part in tourism. The resort or hotel representatives enter to the needs of the tourist when they reach the destination. guides. The airline and transportation crew interact with customers while traveling. who interact with the customers at the tourist location. etc. The tourist guides. In the tourism industry the travel agents and the travel guides are the two most important people who speak a lot about the industry. etc they are the people. The sales personnel are responsible for dealing with the customer behind the counter. Travel Company also like Railways. tact to transform the occasional tourists into habitual ones. Air. sales staff. Normally a tourist assures a tourism quality like hotels. The travel agents. Travel guides especially.

LITERATURE REVIEW Human Resource Planning (HRP) is the first aspect of human resource process. 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. The more important of them are:  Type and strategy of the organization  Organizational growth cycles and planning  Environmental uncertainties  Type and quality of forecasting information  Nature of jobs being filled  Off-loading the work 6 . 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 process. the right type of people in the right number. HRP is influenced by several considerations. and of. It is very commonly understood as the process of forecasting an organization’s future demand for.

 HR Demand Forecast: Demand forecasting must consider several factors – both external as well as internal. organizational structure and employee separations. Specific requirements in terms of number and characteristics of employees should be derived from the organizational objectives.Environment Organizational Objectives & Policies HR Demand Forecast HR Supply Forecast HR Programming HRP Implementation Control and Evaluation of Program Surplus Fig: HRP Process Shortage  Organizational Objectives & Policies: HR plans need to be based on organizational objectives. Internal factors include budget constraints. In practice. Among the external factors are competition. economic climate. laws and regulatory bodies. new products and services. 7 . this implies that the objectives of the HR plan must be derived from organizational objectives. changes in technology and social factors. production levels.

 Control and Evaluation: Control and evaluation represents the fifth and the final phase in the HRP process. and establish reporting procedures which will enable achievements to be monitored against the plan. These may simply report on the numbers employed against establishment and on the numbers recruited against the recruitment targets. making layoffs unnecessary. after making allowance for absenteeism.  HR Plan Implementation: Implementation requires converting an HR plan into action. internal movements and promotions. the redundancy plan. This information is provided by supply forecasting. HR programming is the third step in the planning process. Consequences of Inadequate Planning One example of inadequate planning is the case of an organization caught in a severe budget crisis for which management sees only one solution – to lay off large numbers of employees. therefore. For example. selection and placement. The HR plan should include budgets. the two must be reconciled or balanced in order that vacancies can be filled by the right employees at the right time. the retention plan. targets and standards. But they should also report employment costs against the budget. It should also clarify responsibilities for implementation and control. Some such programmes are recruitment. assumes greater importance. and trends in wastage and employment ratios. and the succession plan. HR Supply Forecast: The next logical step for the management is to determine whether it will be able to procure the required number of personnel and the sources for such procurement.  HR Programming: Once an organization’s personnel demand and supply are forecast. Careful planning for such a crisis during better times might have resulted in a series of alternatives. wastage and changes in hours and other conditions of work. planning should take into account staff reductions in all parts of the organization and should be tried into any system for transferring 8 . Many other problems can occur if human resources planning are haphazard or neglected. A series of action programmes are initiated as a part of HR plan implementation. retraining and redeployment. training and development. Supply forecasting measures the number of people likely to be available from within and outside an organization.

might contemplate staff reductions. It may be stated that in job analysis. ≈ The Levels of Details: The level of analysis may vary from detailed.  Writing job description based on the information. Employees are often asked to supply vital information about the contents of job. This knowledge is gained through job analysis.  Checking the job information for accuracy. The level of analysis affects the nature of the data collected. skills and knowledge required to perform the jobs. including the use of computers and latest technology. Specifically. job analysis may be understood as a process of collecting information about the job. also points out the uses of information about the jobs. In simple words. represents the process of job analysis.  Updating the information from time to time. as in time and motion studies. JOB ANALYSIS In order to achieve effective HRP. Top management because of declining sales or increased automation.  ≈ Strategic Choices Employee Involvement: Job analysis involves collecting job-related information – duties. the jobholder is consulted. to broad as in analyzing jobs based on general duties. responsibilities. information about a job is collected and not about the incumbent. job analysis involves the following steps:  Collecting and recording job information. abilities and knowledge that are required on the job. The fig.  Using the information to determine the skills. given their familiarity with it. 9 . the duties involved and the skills required for performing all the jobs in an organization have to be taken care of. however. The Process of Job Analysis The following fig.employees.

≈ Source of Job Data: Although the most direct source of information about a job is a jobholder. procedures or systems. methods. a number of other human and non-human sources are available. ≈ Past-Oriented versus Future Oriented: If an organization is changing rapidly due to fast growth or technological change. iv) the organization is contemplating a new remuneration plan. ii) a new job is created in an established company. 10 . Job analysis is generally conducted when i) an organization is newly established and the job analysis is initiated for the first time. iii) a job is changed significantly due to change in technology.Strategic Choices Gather Information Process Information Job Description Uses of Job Description and Job Specification Personnel Planning Performance Appraisal Hiring Training & Development Job Evaluation & Compensation Health & Safety Employee Discipline Work Scheduling Career Planning Job Specification Fig: Process of Job Analysis ≈ When and How Often: Another strategic choice relates to the timing and frequency of conducting job analysis. a more futureoriented approach to job analysis may be desired. or v) the employees or managers feel that there exist certain inequities between job demands and the remuneration it carries.

≈ What type of data is to be collected? ≈ What methods are to be employed for data collection? ≈ Who should collect the data? For Example: In most of the hotels that I visited. it needs to be processed. the sources for collecting information are by Observation. Specifically. hearing. Job Analysis A Process of Obtaining all Pertinent Job Facts Job Description A statement containing items such as Job title Location Job Summary Duties Machines. Usually contains such items as Education Experience Training Judgement Initiative Physical efforts & Physical skills Responsibilities Communication skills Emotional characteristics Unusual sensory demands such as sight. job-related data would be useful to prepare job description and job specification. so that it would be useful in various personnel functions. tools & equipment Materials & form used Supervision given or received Working conditions Hazards Job Specification A statement of human qualifications necessary to do the job. Interviews and Questionnaire. Fig: Job Description and Job Specification in Job Analysis Role of Human Resource Department The human resource department plays a major role in helping plan the system and in developing job description. smell.  Information Processing Once the job information has been collected. Information Gathering This step involves decision on three issues. job specification and performance standards. 11 . (see fig). viz.

JOB DESIGN Job design is a process of determining the specific tasks and responsibilities to be carried out by each member of the organization. Job analysis. must redesign the job. based on the feedback. If a job fails on this count. In simple words. environmental. (See Fig) Job Design Productive & satisfying job 12 . supervisors and employees. training and monitoring role.Specialists in that department may be assigned to conduct job analysis and write job descriptions in cooperation with managers. Job analysis provides job-related data as well as the skills and knowledge expected of the incumbent to discharge the job. the fault lies with the job designers who. involves conscious efforts to organize tasks. then. Feedback Organizational Factors Characteristics of task Work flow Ergonomics Work practices Environmental Factors Employees abilities and availability Social and cultural expectations Behavioural Factors Feedback Autonomy Use of abilities Variety Fig: Factors Affecting Job Design Job design is affected by organizational. behavioural factors. The human resource department is not involved in the actual writing of performance standards but play a diagnostic. the logical sequence to job analysis is job design. A properly designed job will make it productive and satisfying. duties and responsibilities into a unit of work to achieve certain objectives.

more challenging and responsible work. quite specifically. but more or less. Adding more tasks or duties to a job does not mean that new skills and abilities are needed to perform it. Job enlargement is naturally opposite to work simplification. ≈ Job Enlargement: Job enlargement involves expanding the number of tasks or duties assigned to a given job. jobs of the same nature. a given employee performs different jobs. the job simplified or specialized. 13 . With job rotation. ≈ Job Rotation: Job rotation implies movement of employees from job to job. but incumbents shift. greater scope for personal achievement and recognition.Work Simplification Job Rotation High Performance Work Design Job Design Job Enlargement Autonomous Teams Job Enrichment Fig: Techniques of Job Design ≈ Work Simplification: In this technique. A given job is broken down into small sub-parts and each part is assigned to one individual. Jobs remain unchanged. and more opportunity for individual advancement and growth. ≈ Job Enrichment: Job enrichment seeks to improve both task efficiency and human satisfaction by building into people’s jobs.

selection. training. 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. the department is needed to prepare to modify job descriptions and job specifications and to modify recruitment. 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. ≈ High-Performance Work Design: It is a means of improving performance in an environment where positive and demanding goals are set. The department diagnoses organizational problems that suggest job redesign. compensation and other practices to be consistent with any job redesign program. Further. 14 .≈ Autonomous or Self-directed Teams: A self-directed work team is an intact group of employees who are responsible for a whole work process or segment that delivers a products or service o an internal or external customer.

and went through a management metamorphosis with a complete restructuring of the business into autonomous Strategic Business Units (Subs) with a state-of-the-art call centre. installed the first computer for sales and operations. SOTC has been the pioneer in the development of organized leisure travel in India. With a sales turnover of Rs 400 crores (2005). came another breakthrough when SOTC Package Tours began active advertising. SOTC World Famous Tours caters to those who seek comfort in group travel. Mumbai. Within three years..a. 1 Holiday Company Established in 1949 with just five employees at an office in Cawasji Hormusji Street. the Company had moved to a much bigger office at Mint Road and was also counted as one of the top ten travel agents in Mumbai. In 1981. SOTC grew by leaps and bounds. and a 15 . Recognizing the importance of language markets. growing at 30% p. And for domestic vacationers we have Holidays of India. By the year 1968. with a turnover touching Rs 25 million A major turning point came in 1976 when SOTC handled its first group tour to the US during the bicentennial celebrations. It moved to new premises at Church gate.DATA COLLECTION SOTC – India’s No. the US. Singapore and Japan. SOTC Do-It-Yourself Holidays caters to seasoned individual travelers who want to see the world at their own pace. It continues to seek out new and exciting destinations to offer to outbound travelers SOTC’s outbound business operations broadly encompass Packaged Group Tours for Indians and Individual Holidays. SOTC had taken about 500 passengers to Europe. It is widely acknowledged to be the most successful package tour brand in India. with the first ad hitting the newspapers Between the years 1983 and 1995. SOTC also pioneered tours conducted in Marathi and Gujarati under the SOTC brand extensions: SOTC Bhraman Mandal and SOTC Gurjar Vishwadarshan. it has grown to become one of India’s largest travel companies. SOTC has been fulfilling the travel needs of Indians for over five decades now. Mumbai.

16 . World Famous Tours is the flagship brand of SOTC. Africa. USA. it is more than double the size of the next biggest competitor SOTC . Switzerland – one of the world’s largest travel companies .India's Leading Outbound Tour operator SOTC is the Outbound Travel Division of Kuoni India and the country’s largest outbound tour operator. which pioneered the designing and marketing of escorted tours to cosmopolitan travelers in India. for more than 50 years to various destinations including Europe. SOTC endeavors to bring alive customers dream holiday. Being a 100% subsidiary of Kuoni Travel Holding. It is also significant to note that Kuoni India.000 travelers across the globe. SOTC has a wide distribution network of 130 sales outlets and 3500 travel agents across India to retail our range of products and serve customers better. To begin with. and the Far East.00. South Asia. Australia.SOTC leverages the advantage of the buying power and travel services to provide customers value-for-money packages. SOTC World Famous Tours has escorted over 3.wide distribution network of 130 sales outlets and 3500 travel agents across India. the parent company of SOTC has won all the 3 top awards in the travel operations category at the prestigious Galileo Express Travel and Tourism awards for all its three core activities. New Zealand. sure and secure with the finest Indian families. SOTC ensures that customer’s family travel safe. Mauritius.

Kesari Tours is a premium travel company. the COX & KINGS group has offices in UK (2 offices). Japan. They couldn't expect any less from the people who invented travel for leisure. Pune. Kesari have perfected their 17 . Pakistan and Nepal. In India. USA.000 people. which offers world-class holidays in India and around the world. Germany Italy. Turkey. They provide services to customers at 4. Chennai. Cochin. The Thomas Cook Holiday comes with a 150-year-old guarantee of eternally sunlit memories.500 locations in more than 100 countries and employee over 20. Cox & Kings has offices in Mumbai. New Delhi. Calcutta. Goa and Jaipur and one satellite office in Andheri in Mumbai and Gurgaon. They offer the world's most enjoyable holidays. Hyderabad.ABOUT THE COMPETITOR Cox & Kings is the longest established travel company in the world. Bangalore. to exotic destinations in India and abroad where everything is taken care of from beginning to end. Established in 1984. At present. Thomas Cook is one of the world's leading international travel and financial services groups and serves over 20 million customers a year. Ahmedabad.

At Kesari Tours. The motto of organization is 'No compromise on quality'. The tremendous success & satisfaction of their tours paved way for Raj to hold its banner high & it continues to do so till date. & building customer confidence.tour itineraries to meet the special needs of the Indian tourist abroad. That's what they earned out of their beliefs. new attractions. They believe in honest. A passion for Travel & a vision for creating innovative travel packages were the two driving forces saw the beginning of a Travel Company in a very modest way in Mumbai’s Masjid Bunder. No hidden costs and no compromise on sightseeing. adding new destinations. pro-active marketing. they have made a motto that if they make a promise to their customers. They are proud to say that year after year they have improved on the product. 18 . They strive for 100% satisfaction of tourists. they honor it. transparent deals. The company enjoys an immense goodwill.

in order to give adequate coverage to all possible types of employees. 19 .TOOL USED In research both primary and secondary data were used. Sample Size: A sample size of 100 employees Sampling Extent: The procedure of sampling was restricted to the SOTC . Sampling Element: Employees of SOTC at New Delhi office Sampling Methodology: The probability-based approach of random sampling was adopted.

6% respondents have been the organization for 5-10 years and 6% for less than one year.FINDINGS How many years have you been associated with the organization? How many years have you been associated with the organization? 5-10 years 6% Less than 1 6% 1-4 years 88% Findings: 88% of the respondents have been working for the organization for the last 1-4 years. 20 .

21 . 39% Yes 61% .Are you satisfied with your present job profile? Satisfied Level with present job profile? No. The respondents who were not satisfied said that they were not satisfied with the job profile but for looking for a career in some other field of interest. variety of work and the professional management of the organization. Findings: 61% respondents were satisfied with their present job profile while 39% were not satisfied with their job profile. Those who were satisfied said that they were satisfied with their work profile.

of Respondents 10 8 6 4 2 0 1 2 3 Ranks 4 5 1 2 2 2 3 4 3 4 6 3 10 5 3 7 11 8 8 9 2 5 10 9 11 2 2 5 5 3 5 1 4 9 1 1 1 2 4 5 2 1 1 1 4 3 3 7 4 4 3 5 7 5 3 J ob satisf ac tion Opportunity to perf orm well at c hallenging work Recognition and positive f eedbac k f or one’s c ontributions P ersonal support f rom one’s supervisor Ef f ort above and beyond the minimum Understanding the link between one’s job and the organiz ation’s mission C o.Please rank the factors as to how they initiate you to perform well (on a scale of 1 to 5) for the following: 5 High Involvement 1 Low Involvement RANK/Parameter Job satisfaction Opportunity to perform well at challenging work Recognition and positive feedback for one’s contributions Personal support from one’s supervisor Effort above and beyond the minimum Understanding the link between one’s job and the organization’s mission Co-Employees Assigned Work Available Opportunities Policies & Procedures Compensation & rewards Work Life Balance Any other 12 No.Employees Assigned Work Available Opportunities P olic ies & P roc edures C ompensation & rewards Work Lif e Balanc e 22 .

44% Yes 56% Findings: 56% respondents said that they were satisfied with the initiatives taken by the organization. 23 .Are you satisfied with the initiatives taken by the organization? Satisfaction level with the initiatives taken by the organization? No. The respondents were satisfied because they were valued according to their competitiveness while others were not satisfied because their organization does not take enough initiatives to make them feel good. 44% respondents were not satisfied with the initiatives taken by the organization.

24 .Does your company involve you in decision making of the organization? Does your company involve you in decision making of the organization? Yes 22% No. 78% Findings: 22% respondents said that they were involved in decision making while 78% said that they were involved in the decision making.

25 . 61% Findings: 39% respondents said that their organization took their suggestions in bringing any changes in the training module while 61% respondents said that their suggestions were not taken.Does the organization take your suggestion in bringing any changes in the training module? Does the organization take your suggestion in bringing any changes in the training module? Yes 39% No.

etc to do the work right. Some organizations had provided their employees with Personal computers. 11% Yes 89% Findings: 89% respondents said that they had material and equipment needed to do the work right.Do you have the materials and equipment you need to do your work right? Do you have the materials and equipment you need to do your work right? No. 26 .

33% Yes 67% Findings: 67% respondents said that their associates were committed to doing quality work while 33% said that their subordinates were not committed to doing quality work.Are your associates (fellow employees) committed to doing quality work? Are your associates (fellow employees) committed to doing quality work? No. 27 .

List two schemes at your organization aimed at engaging employees. 28 . Findings: The respondents said that the following were the schemes aimed at engaging employees:  Performance Appraisal  Regular Discussion & feedback  ESOP  Mediclaim While some respondents mentioned that there was no such scheme in their organization. have you had opportunities at work to learn and grow? In the last year. have you had opportunities at work to learn and grow? No.In the last year. 17% Yes 83% Findings: 83% respondents said that they had the opportunity to learn and grow while 17% said that never got the opportunity.

39% Yes 61% Findings: 89% respondents said that their job was not incentivated and they were not provided any incentive. 29 .Does the company provide you incentives? Does the company provide you incentives? No. While 11% respondents were provided incentives for their job.

While 33% respondents said they do not see a need for new procedures.  Most of the Managers agreed that better people management leads to better performance. KEY FINDINGS FOR SOTC  At SOTC half the Managers were satisfied with their present job profile while half were not satisfied.  90% respondents said that their performance fluctuated under different bosses.Would you like your organization to introduce some new procedures so as to make you more involved in your job? Would you like your organization to introduce some new procedures so as to make you more involved in your job? No.  Overall the employees were satisfied with the initiatives taken by the organization to increase employee engagement.  30% respondents agreed that initiation comes from within the individual while others disagreed to this. 30 . 39% Yes 61% Findings: 67% respondents cited the need for introduction of new procedures for increasing their involvement.

 Employee Training other than what is required for the job should be initiated for all levels. RECOMMENDATIONS  There is a need for improvement in the Job Content which needs a careful examination of the present profile and the expected profile of the Managers  It is suggested that Work Timings and Work Load be balanced to reduce employee burnout.  Lastly employee engagement initiatives should be related to the expectations of the employee and not always on the requirement of the organization. 31 . All the Managers felt that employee engagement leads to higher productivity.

The sample size was limited t0 100 employees.LIMITATIONS • • • The study was limited to the New Delhi Office of SOTC. 32 . Details regarding HR policies were not provided by SOTC as they were confidential.

Employees do not have time for their personal life. Thus A will be forced to do overtime till the time those guests are sitting on the table. Their frustration level keeps on rising when they go through the following circumstances. This will definitely motivate him to work in the interest of organization. And for this extending period A is not even paid. There work environment is quite friendly and hence employees can discuss their problems openly. For example in Hotel Sea Princess. It needs more attention especially for the hotels aiming to expand their business. In small hotels. which not only considers all HR functions with proper care.CONCLUSION From the whole project we have seen that in hotel industry the policies and functioning of each hotel is little bit similar to other hotels. Also in this industry number of working days and number of working hours are higher than any other industry and also employees are compelled to work on Sundays and Bank Holidays when all the others have holidays. the manager sends all the colleagues of that employee to support him and thus manager makes himself aware of that employee’s condition. considering all the above factors to achieve the organizational goal while framing its HR functions is said to have been following good policy. types of customers it receives. And the hotels. the HR functions are not that developed. but also considers all the other factors like culture of the hotel. the nature of the business and also the place from where it operates. 33 . Good HR policy would be the policy.30 pm some guests arrives on the A’s table then A cannot leave unless the guest leaves the table. They have to do overtime for many of the reasons and for such extra time they are not even paid. The most frustrating part of this industry is the fact that besides going through all the frustrations employees are not paid the amount they deserve. The hotels should neglect the fact that the frustration level in this industry is highest of all industries. In case if some of the relative of an employee dies or suffers from some serious disease. For example if the waiter A’s working hours are from 6 am to 2 pm and at 1. The very first disappointment employee’s face that the industry is not glamorous the way it was hyped in catering colleges. the employee care is given first priority. This makes the employee feel that management cares for him.

emphasizing ongoing training.Salary paid to them is really low when we compare it with their frustration level. Their people are critical to the success of their business. develop and retain employees in today’s highly competitive labor markets. A key determinant of their success is their ability to attract. They also believe that maintaining their vibrant and distinctive culture. Thus. And now when our country is trying to develop tourism for the development of our economy. They monitor and manage their attrition rate very closely. And first of all they should be aware of the facts of this industry before they join in. is critical to growing their business. 34 . develop and retain large numbers of talented individuals. in which they emphasize teamwork. using creative recruiting techniques to attract and screen the best talent. instilling a vibrant and distinctive culture. Thus because of these facts most of the employees leaves their job. They manage this challenge through innovative human resources practices and work continuously to foster their goal of being an ‘Employer of Choice’ wherever they operate. SOTC attracts trains and retains its employees through innovative human resources practices and is committed to being an 'Employer of Choice' wherever it operates. They will continue to develop innovative recruiting techniques and emphasize learning throughout the tenure of an employee’s career. SOTC people practices include broadening the employee pool by opening delivery centers in diverse locations. it has become mandatory for us to provide hotel-services up to international standards and this is possible only when our hotels are in position to cope with this frustration level of employees. continuous process improvement and dedication to their customers. and believe it is one of the lowest in the industry. so that after entering their frustration level would be low as they will be prepared for everything. and providing well-defined long-term career paths. They need to be given proper training and also the career opportunities for their future. the responsibility of an HR manager is much higher in this industry. Their ability to grow their business will depend on their ability to continue to attract.

when employees have choices. retain and nurture quality talent through their employee-centric work culture. It is only an ‘engaged employee’ who is intellectually and emotionally bound with the organisation. The fact that it has a strong impact on the bottomline adds to its significance. managing business processes for many of the world’s leading brands. in times of diminishing loyalty. An engaged employee gives his company his 100 percent. The 35 . feels passionately about its goals and is committed towards its values who can be termed thus. Being recognized as an Employer of Choice reinforces their resolve to attract. This is what makes the difference in an industry where the most valuable resource of a company walks out of the door every evening. Engaged employees feel a strong emotional bond to the organization that employs them. that is. He goes the extra mile beyond the basic job responsibility and is associated with the actions that drive the business. ranging from learn-while-you-earn programs to international leadership development programs. and a commitment to work as a team. An engaged employee is a person who is fully involved in. Moreover. “This is of particular importance in a knowledge industry. People with diverse backgrounds and work experiences flourish at SOTC because they are all united by something unique: a passion for excellence. Employee engagement is a concept that is generally viewed as managing discretionary effort. Engagement is about motivating employees to do their best. employee engagement is a powerful retention strategy. they will act in a way that furthers their organization's interests. his or her work. SOTC is committed to enhancing the skills and competencies of their employees as well as to enhancing their personal growth and development.They truly believe that their employees are their greatest asset. and enthusiastic about. It’s why SOTC has been recognized as a leading employer. Most organisations today realise that a ‘satisfied’ employee is not necessarily the ‘best’ employee in terms of loyalty and productivity. Engaged employees care about the future of the company and are willing to invest the discretionary effort. They provide their employees with the opportunity to enroll in world-class training.

including ‘pulse’ to annual surveys. Benefits to the organisation • Employee engagement builds passion. This impacts their attitude towards the company’s clients. and profitability. A successful employee engagement helps create a community at the workplace and not just a workforce. tracking changes in the attrition rate. In many organisations. commitment and alignment with the organisation’s strategies and goals • Attracts more people like existing employees Increases employees’ trust in the organisation • • • • • • • Creates a sense of loyalty in a competitive environment Lowers attrition rate Increases productivity and improves morale Provides a high-energy working environment Improves overall organisational effectiveness Boosts business growth Makes the employees effective brand ambassadors for the company. Employee engagement can be revealed in several ways. the age-old Employee Satisfaction Surveys were considered the most popular method for measuring how happy an employee was in the organisation. increase in the number of employee referrals. and growth in productivity and business. 36 . When employees are effectively and positively engaged with their organisation. they form an emotional connection with the company. It is therefore not enough to feel the pulse—the action plan is just as essential. customer loyalty. Conducting a survey without planning how to handle the result can lead employees to disengage.quality of output and competitive advantage of a company depend on the quality of its people It has been proved that there is an intrinsic link between employee engagement. and thereby improves customer satisfaction and service levels. This is slowly being replaced by surveys that can effectively measure employee engagement.

com www.org www.wikipedia.com Personal observation. Help of SOTC staff.REFERENCES & BIBLIOGRAPHY • • • • • www. 37 .google.sotctours.

   Are you satisfied with your present job profile?   Please rank the factors as to how they initiate you to perform well (on a scale of 1 to 5) for the following: 5 High Involvement 1 Low Involvement • • • • • • • • • • • • Job satisfaction Opportunity to perform well at challenging work Recognition and positive feedback for one’s contributions Personal support from one’s supervisor Effort above and beyond the minimum Understanding the link between one’s job and the organization’s mission Co-Employees Assigned Work Available Opportunities Policies & Procedures Compensation & rewards Work Life Balance Any other___________________________________________________ • re you satisfied with the initiatives taken by the organization? Yes Give reasons ______________________________________________________________________________ ______________________________________________________________________________ ⃞ No ⃞ 38 .ANNEXURE NAME: COMPANY: DESIGNATION: DEPARTMENT: How many years have you been associated with the organization? 1-4 years 5-10 years 10 years & more Yes No.

 _____________________________________________________________________________ Do you know what is expected of you at work? ______________________________________________________________________________ ______________________________________________________________________________ Do you have the materials and equipment you need to do your work right? ______________________________________________________________________________ ______________________________________________________________________________ At work. or someone at work.Would you like your organization to introduce some new procedures so as to make staff more engaged in their jobs? Yes Give reasons: ______________________________________________________________________________ Does your company involve you in decision making of the organization ? Yes ⃞ No ⃞ What kind of decision making Does the organization take your suggestion in bringing any changes in the training module? Yes ⃞ No ⃞ Which all suggestions were provided by you  No. seem to care about you as a person? ______________________________________________________________________________ ______________________________________________________________________________ Is there someone at work who encourages your development? ______________________________________________________________________________ ______________________________________________________________________________ At work. have you received recognition or praise for doing good work? ______________________________________________________________________________ ______________________________________________________________________________ Does your supervisor. do you have the opportunity to do what you do best every day? ______________________________________________________________________________ ______________________________________________________________________________ In the last seven days. do your opinions seem to count? ______________________________________________________________________________ ______________________________________________________________________________ 39 .

 40 . better the organization's performance? Yes Please Specify ______________________________________________________________________________ Your involvement in your job leads to higher individual productivity? Yes Give reasons ______________________________________________________________________________ Would you like your organization to introduce some new procedures so as to make you more involved in your job? Yes  No.  On what grounds ______________________________________________________________________________ It is true that higher the employee engagement.   No. has someone at work talked to you about your progress? In the last year.Does the mission/purpose of your company make you feel your job is important? ______________________________________________________________________________ ______________________________________________________________________________ Are your associates (fellow employees) committed to doing quality work? ______________________________________________________________________________ Do you have a best friend at work? ______________________________________________________________________________ In the last six months.   No.   No. have you had opportunities at work to learn and grow? ______________________________________________________________________________ List two schemes at your organization aimed at engaging employees. (a) ____________________________________________________________________ ____________________________________________________ Does your company appreciate your work? Yes Please Specify ______________________________________________________________________________ Does the company provide you incentives? Yes  No.

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