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S Roll no: 27
• The Oberoi Group was founded by Mr. Mohan Singh Oberoi, in the year 1934, by buying out his partner’s shares in the “Delhi Club”. • This was soon followed with the opening of the “OBEROI GRAND” & “OBEROI SHERATON” in Calcutta and Mumbai. • The Trident Chennai was founded in 1987,as a joint venture for the newly formed partnership of the “OBEROI” & “HILTON” brands. •
Company profile – trident , Chennai
• It boasts of 167 rooms with additional state of the art facilities for guests such as boardrooms, confrence halls, business centres, executive floor, reception, club house, crew lounge, spa, fitness centre and other facilities apart from it’s newly renovated restaurants “Cinammon” & “Samudra” & it’s Arcot Bar. • The TRIDENT , Chennai was the first of it’s kind introduced in India and caters to executives & leisure travellers. • Following the success story of TRIDENT, Chennai , 7 other hotels under the same brand have been established at Mumbai, Delhi, Agra etc. • Thus, the OBEROI group has a total of 31 hotels in INDIA & abroad with cruise liners in 5 countries apart from the various other flight services , catering and travel services into which it has diversified.
• There are nearly 1980 government approved hotels with 1100,000 rooms, accommodating nearly 4.4 million tourists per year.- 2007-08 survey • The “Incredible India ” & “The Atithi Devo Bhavah” has increased Indian Tourist Trade to a large level. • Revenues in 07-08= Rs. 604. 32 billion. • Projected trade for 09-10 = Rs. 826.76 billion. • WTO projected estimates show 25 million tourists for INDIA by 2015 with revenues of US $ 11.41 billions. • 2010 will see the entry of international brands like HILTON , ASHFORD Hospitality Trust & IFA Hotels & Resorts , introducing INDIA’s first SEVEN STAR hotels.
OVERVIEW OF THE current INDIAN HOSPITALITY INDUSTRY.
About the topic
Stress which has always been a small part of our lives, has over the past few decades assumed monumental proportions . The highly competitive world of business and success ,have contributed largely for people’s inability to cope with the high stress levels meted out by their ever increasing demands . As such Emotional Intelligence , Attitudes of employees have taken precedence over the formerly used Intelligence quotient during recruitment.
• Emotional intelligence, simply is the conscious ability of a person to control his emotions in adverse situations ,thereby handling complex situations and matters in a calm and professional manner. • • • • • • It encompasses five major parameters; Self Awareness Mood Management Self- motivation Empathy Managing relationships
• Analyses have showed that people with higher EQ have known to succeed in their careers compared to others with lower EQ. • • This has become more so important in today’s fast and furious world. • Going by this trend, the need for this study is to emphasize the importance of handling stress the right way & to analyze how much emotions contribute to a person’s reactions in a situation & ways of controlling the various emotions to bring out the best in the employees.
• To understand the role of emotional intelligence and its effect on the Hospitality Industry. • Understand how emotions can influence thoughts, behavior, goals, decision making and work/ personal relationships. • Interpret an assessment of their current EI competencies. • Better understand the impact of emotions on performance.
• Identify their EI strengths and areas for improvement.
• Research Problem: understand the impact of emotions on peoples’ behaviour & actions during various situations & their method of controlling and channelizing to obtain their goals. • Rationale : the hospitality industry is a fast paced industry where the employees have to be on their best behaviour all the time. This study is an attempt to understand their emotional control during all situations.
• Hypothesis • Null Hypothesis: The employees of Trident Chennai are emotionally strong and are capable of handling difficult situations well. • Alternative Hypothesis: The employees of Trident Chennai are not emotionally strong and are incapable of handling difficult situations well.
• • • • • • • •
Universe: the entire employee count of Trident Chennai. Sampling Unit: all the TRIDENT chennai employees are considered as sample unit. Sample Size: 50 Sampling Techniques Percentage method Chi square analysis One way Anova Likert Scale ( Questionnaire)
Sampling design & techniques
• Primary Data: • Questionnaire • Direct interaction with the employees • Secondary Data: • Information from websites • Hotel Documents
• Time constraint: shift patterns of employees • Limited Coverage : shift patterns coupled with the being the leave season of employees • Data availability Constraint: employees off season, half- filled questionnaires, questionnaires not returned.
• Percentage method • Chi- Square analysis • One way ANOVA.
Age ( yrs) 20-30 30-40 40-50 > Than 50 Total No. of People 17 12 10 11 50 Percentage 34 24 20 22 100
Gender Female Male Total No. of People 23 27 50 Percentage 46 54 100
Designation Manager Supervisor Assistants < than Assistants No. Of People 8 12 14 16 Percentage 16 24 28 32
Chi- Square AnalysisDanger
• H0: In situations such as accidents, people tend to panic more than be logical. • H1: In situations such as accidents, people are more logical and try to help others rather than panic.
EFFECT PANIC LOGICAL TOTAL MALE 31 23 54 FEMALE 19 27 46 TOTAL 50 50 100
EFFECT PANIC LOGICAL
MALE 27 27
FEMALE 23 23
Tabulated value of Chi- square = 2. 64 Critical Value of Chi- Square = 3.84 Null Hypothesis is accepted
• H0: In the work environment, while employees do not tolerate others taking credit of their work, they do not yell and create a scene but rather handle it in a professional manner. • H1: In the work environment, employees do not tolerate others taking credit of their work and tend to yell and create a scene without regard to the situations.
RESPONSE YELL NO RESPONSE TOTAL MALE 15 35 50 FEMALE 10 40 50 TOTAL 25 75 100
Calculated Value of X2 = 1.367 Tabulated value of X2 = 3.8 Null hypothesis accepted
LOGICAL REASONING & DECISION MAKING
• H0: When faced with problems and taking difficult decisions, all caders of employees consider both sides of the situation & others opinions before they make a decision. They also respond in a calm and unperturbed way to their guests regardless of the problems they face. • H1: When faced by problems and making difficult decisions, employees do not consider both sides of the situation, but rather prefer to take their own decisions. They also do not respond in a calm manner to their guests & are highly susceptible to mood swings.
RESPONSE LOGICAL YELL TOTAL
MALE 40 10 50 RESPONSE LOGICAL YELL MALE 42.5 7.5
FEMALE 45 5 50 FEMALE 42.5 7.5
TOTAL 85 15 100
Calculated Value of X2 = 2.169 Critical Value of X2 = 3.8 Null Hypothesis accepted
ONE WAY ANOVA
• H0: Emotions play a very important role in influencing a person’s behaviour and reactions in a situation and the employees at the hotel are able to control their emotions effectively to create a positive impact on their work. • H1: Emotions do not play a significant role in influencing a person’s behaviour in a situation and the employees at the hotel are unable to control their emotions effectively to create a positive impact on their work. • Total no. of respondents, n = 50 • N= 50 X 7= 350 • T (EX) = 622
Situations Strongly agree (4)
Agree (3) Neither agree / disagree (2) 11 14 8 Disagree (1) 20 4 5 14 8 14 7 7 8 4 8 10 9 27 6 11 29 22 7 10 19
Strongly Total Disagree(0)
Big mood swings work best under pressure You mentally berate yourself
4 12 9
50 50 50 50 50 50 50
feel strong capable 9 & confident
I always think of my problems Empathy Pressure & stress on the job is reasonable.
11 14 9
EX 106 98 76 64 102 99 77
EX2 296 294 230 200 310 281 243
MEAN 2.12 2.68 1.52 1.44 1.16 1.98 1.54
• • • • • • •
Variation Between Attributes Ta2/ Na + Tb2/Nb +….. Tn2/ Nn – T2/N =1062/50 + 982/50 +… 772/ 50 – 6222/50 =31.54 Variation among Attributes EX2 – T2/N = 1854- 1105.38 = 748.62
Source of Variation Between attributes Among attributes
Sum of Squares 31.54 748.62
Degrees of freedom 7-1= 6 35- 5 = 30
Mean Square F- Value 5.25 2.18 5.25 / 2.18 = 2.408
Total Sum of Squares: = Sum of Squares between attributes + Sum of Squares among attributes =31.54+ 748.62 = 780.16. Critical Value of F- test at 5% level of significance for (6, 30) degrees of freedom is 2.42. Null hypothesis is accepted.
• From the numerically collected data and analyses on parameters, it has been deduced that the employees of TRIDENT, Chennai are emotionally strong and are able to channelize their emotions to be the best at their work. However, it would also be very nice if this ability could be further improved, through counseling and training classes. Thus, even though the area of the study was small, the data obtained has greatly proved that emotional intelligence plays a very important role in the hospitality industry and their ability to channelize their emotions have constituted to be one of the biggest factors for the level of success and positions this industry has reached in the world today. •
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