THE OBEROI

GROUP
Translating Dharma into
Best Practices in HR

Presented by:
Sukanya Sensarma
19HS61017
MHRM, IIT Kharagpur
 Company Background
Introduction •
•
•
•
Established in 1934 by M.S. Oberoi
Employee Count: 13,280
Female : Male = 1:2.35
Operates 30 hotels, 5 luxury cruisers and other business activities

Mission
We are committed to meeting and exceeding the expectations of our guests
through our unremitting dedication to perfection to every aspect of service.

Core Values (Dharma)

• Persistence
• Humility
• Strong belief in People
Compliance by making
Two-way Highest ethical
Communication standards in
every decision and every field

Safeguarding
basing every safety, security, Teamwork
health and the
environment Oberoi
interaction on the Group’s
Customer first,
company Dharma Respect for Dharma company
every employee second and
self last

Avoiding short- Care for the

term quick Customer
fixes
Exemplifying Care for Customers
Through:
 Anticipation of needs
 Attention to details
 Focus on excellence, aesthetics & style
 Respect for privacy
 Warmth & concern

Steps:
 Business of Memories
 Empowers employees so that they go the extra mile to help the guests
 Power of 500: to create guest delight

Results:
 Customer Retention
 Empowering candidates; providing them a sense of ownership
 Brand promotion
 Direct impact on the Bottom Line
Ensuring Long-term Establishment of a Healthy Precedent
LAQ Champ
• Audits hotels on the basis
of laid standards for guest
service as mystery guests
• Highlight areas of
excellent service
• “LQA Champs” certificate
of appreciation
• Photographs with
auditor’s comment
displayed on hotel notice
board
Appreciation Tree
• Team members to plant
appreciation leaf on the
tree displayed in cafeteria
• Promote Peer Recognition
• Encourages on-the-spot
recognition
• Encourages
interdepartmental co-
operation
 Facilitating Two-way Communication

Accepting constructive debate &

dissent; expressing fearlessly

Open door Policy: Employees

can interact with the leadership Emphasis on face-to-face
to address any issue or give communication while moving
feedback about the workplace towards using technology

Electronic Employee Newsletter, Communique - Leadership interaction with employees

for internal communication, regular updates - Ideas from interactions used for implementing
and sharing best practices new initiatives
 Treating Employees as Key Assets

Management Development
Programs
• Collaboration with premier B-Schools for
senior & middle management
• Inhouse Executive Development &
OCLD Supervisory Development Programs for
junior managers & supervisors
• Oberoi Centre for Learning & Development
• 2 year Program: Technical & Managerial
training
• OCLD Graduates: Assistant Managers in 25- E-Learning Platform
30yrs age group
• Learning at one’s own pace
 Ensuring Teamwork and Multi-trust
01 03

02 04

Fun place to work, allowing Two Wellness Weeks each year

opportunity to relax and rejoice hosted by Corporate Office

Celebrating many occasions and “Each One, Bring One” referral

festivals in the business units and programme: employees to
hotels recommend like-minded candidates
Safeguarding Safety, Security, Health & Environment Of All Stakeholders

Greater involvement in Corporate Social

Responsibility (CSR) activities

Supports social needs and ensures employment

from within the local community

Water harvesting, water recycling and energy

efficient technology; harnessing wind and solar
power

Uses natural products and recycles them

Sustainable training and development programs

for youth in developing countries

Proper use of diminishing natural resources

 Maintaining Ethical Standards

Safeguarding guest
Safeguarding guest privacy
privacy and
and maintaining
maintaining
confidentiality
confidentiality

Safe &
Safe & rewarding
rewarding environment
environment for
for female
female
employees
employees

Excellent facilities
Excellent facilities for
for all
all staff
staff and
and their
their
families
families

The Oberoi
The Oberoi Care
Care Fund
Fund to
to provide
provide financial
financial
support to
support to employees
employees
THANK
YOU!
Exemplifying Care for Customers
Anticipation of need
Steps:
 Business of Memories

Attention to detail  Empowers employees so that they go

the extra mile to help the guests
 Power of 500: to create guest delight

Excellence,
Aesthetics and style
Results:
 Customer Retention
Respect for privacy  Empowering candidates; providing
them a sense of ownership
 Brand promotion
Warmth and concern  Direct impact on the Bottom Line