PRESENTED BY;

JYOTI RANA
MBA(HR) SEM-3
INTRODUCTION
1. It is a real estate company owned by Vatika.
2. They are into service industry
3. Their corporate office is in White Plains, New York
4. President of Asia Pacific Division is Stephen Ho
5. The managing director and regional vice president for Asia
Pacific Division is Dilip Puri.

THE SERVICE PROFIT CHAIN
Care for
Associate
Care for
Guests
Care for
Business
Care for
Community
PREGO-ITALIAN DINING
SEASONAL TASTES
EEST
PROJECT TITLE



IMPROVEMENTS IN THE PROCESS MANUAL
OF TRAINING & DEVELOPMENT
OBJECTIVES
1. Whether the policies laid
down in the training
manual are being followed
properly and meticulously
2. To suggest if any new
measures are required to be
added or an existing policy
is to be discarded.
3. Suggest measures to make
improvements in the
existing process manual
maintained by the training
department of The Westin,
Gurgaon.
RESEARCH METHODOLOGY
TYPE OF
RESEARCH

Exploratory research. Use of
Questionnaire ,Formal and
Informal interviews
DATA USED Primary & Secondary data
both.
TOOLS MS-Excel and flow charts.
Activities performed during the
project:
 How to prepare Training/Tracking
Report.
 How to complete joining formalities.
 How to prepare a Training plan.
 How to do a Reference Check.

AND INTERPRETATION


 I had interviewed the associates of the hotel working at
different levels as well as prepared questionnaire for each
policy so as to see whether they are being followed or not.

 The questionnaire is as follows;
Questionnaire.doc
FLOWCHARTS

START
HOTEL GETS IN TOUCH WITH THE COLLEGES FOR SUMMER(Apr-Oct)
&WINTER(Oct-Mar) BATCHES
COLLEGES SEND STUDENTS FOR INTERNSHIP
BUDGET IS PREPARED BY THE TRAINING DEPARTMENT

INTERVIEWS ARE CONDUCTED ON THE BASIS OF WHICH STUDENTS ARE
EITHER SELECTED OR NOT SELECTED
AN OFFER LETTER IS SENT TO THE SELECTED CANDIDATES & A
CONFIRMATION IS THEN RECEIVED
JOINING FORMALITIES ARE DONE FOLLOWED BY SHOWROUND OF THE
WHOLE PROPERTY
THEIR SCHEDULE FOR THE ENTIRE DURATION IS HANDED OVER TO THE
NEW TRAINEES & ALSO THE APPRAISAL FORM IS GIVEN TO THEM
REPORTING TO THEIR RESPECTIVE DEPARTMENTS
END
TRAINING TRACKING REPORT

START
EMAIL IS SENT TO ALL THE DEPARTMENTS REGARDING THE TRAINING PLAN
& THEME FOR THE MONTH
DEPARTMENTS PREPARE THEIR TRAINING PLAN BASED ON TNA
SCHEDULED TRAININGS ARE SUPPOSED TO HAPPEN AS PER THE PLAN ON A
WEEKLY BASIS & THE TRAINING TRACKING SCANS THE PROCESS FOR THAT
PARTICULAR WEEK.
ATTENDENCE SHEET IS HANDED OVER TO THE TRAINING DEPARTMENT
DATA IS ENTERED IN THE TRAINING TRACKING REPORT(Planned/Unplanned)
BUDGETED & ACTUAL TRAINING MANHOURS IS CALCULATED
TOTAL TRAINING MANHOURS= TECHNICAL+BEHAVIORAL( ONE MANHOUR
IN A WEEK)
IF THE TOTAL TRAINING MAN HOURS < BUDGETED MANHOURS THEN MARK
AS RED
LIST OF PENDING TRAININGS IS ALSO MENTIONED
THIS REPORT IS SENT TO ALL THE DEPARTMENTAL HEADS, SLTs & DLTs.
END
KEY FINDINGS
1. Some of the policies mentioned in the index
did not appear as a complete policy in the
process manual.
2. There was no policy for International Interns,
interns for the back office .
3. Most of the associates felt that the learning
resource centre was not properly maintained.
4. Many associates did not have a positive
attitude when it came to multi-skilling and
cross exposure.
5. The graduate Management trainees (GMAs)
were of the view that not much attention was
paid to providing classroom sessions for
learning operations.



6. Some of the policies were not being implemented in the
same manner as formulated in the process manual such as
the training letter for the new joiners' were not being sent 2
months well in advance. This is in contrast with the policy
thereby mentioned
7. As per the policy, the stipend for industrial trainees is Rs.
1,250 but at present the stipend being paid is Rs. 1500 per
month.
8. Some of the policies had not been changed as per the
current situation.


MOVING TOWARDS SOLUTION
1. All policies are required to be revised.
2. The library should be centrally located, new books should be
added as a part of the learning resource centre. The policy
should be modified so as to create interest and inculcate
learning.
3. There should be a separate policy to safeguard the interest of
International interns.

4. Also , it is required to maintain a separate policy
for associates interning in the back office.

5. The policy relating to multi-skilling and cross
exposure should be given importance as creating
the associate’s interest in them will prove beneficial
for the organization.