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EFFECTIVENESS OF THE EMPLOYEE GRIEVANCE REDRESSAL SYSTEM IN THE INDISMART HOTEL, KOLKATA

PREPARED BY: AKSHAT KAUL MBA SMIT REG NO. 200923002

OBJECTIVE OF THE STUDY

Unearthing the employees.

problems

faced

by

the

Study of the prevalent Employee Grievance Redressal System at the IndiSmart Hotel. To study the effectiveness of the prevalent Employee Grievance Redressal System at the IndiSmart Hotel. To recommend measures to make the system more effective to satisfy the employees.

SCOPE OF THE STUDY

Helpful in extracting the problems that the employees are facing at the workplace.
Highlighting the expectation that the employees have from the existent Employee Grievance redressal System. Aim is to improve the system for the benefit of the employees Handiness for the HR Department in eradicatiing the grievances of the employees.

LIMITATION OF THE STUDY


The limitations of the study were:

Time. Security issues of the employees.

ZOOM ENTERPRISES PRIVATE LIMITED

This concern started in 1995 and was bought out by Dr. Suborno Bose in the year 2003. The main aim of his concern was to build hotels which would provide On the Job Training to Hospitality students and also cater to the clients. The concern has presently one hotel and one resort and some upcoming small hotels under its fold.

INDISMART HOTEL

Standing tall and majestic in the midst of the intellectual hub of west Bengal, IndiSmart Hotel offers multifarious hospitality experiences which springs from years of experience in imparting world class Hospitality training and education. It was started by Dr. Suborno Bose in the year 2003 with 20 rooms. By the end of 2006 the hotel had 45 rooms and by the end of the 2007 it had 76 rooms. X-Spicy opened up in July 2008 and China One the Chinese restaurant on 26th January 2009 and the Wow caf in mid 2009.

GRIEVANCE WHAT IS IT ALL ABOUT

According to International Organization Grievance is

Labour

a compliant of one or more workers with respect to wages and allowances, conditions of work and interpretation of service stipulation, covering such areas as overtime, leave, transfer, promotions, seniority, job assignment and termination of service

GRIEVANCE WHAT IS IT ALL ABOUT

According to National Commission of Labour Grievance is Complaints affecting one or more individual workers in respect of their wage payments, overtime, leave, transfer, promotion, seniority, work assignment and discharge would constitute grievance

FORMS OF GRIEVANCE

A grievance can take the following forms:

Factual Imaginary Disguised

CAUSES OF GRIEVANCE

Economic Work Environment Supervision Work Group Compensation Increment

RESULT OF GRIEVANCES

Frustration Low Motivation Low Productivity Increase in wastage and costs Absenteeism In discipline

IDENTIFICATION OF GRIEVANCES
Exit interview Gripe Boxes Opinion Survey Open-door Policy

PRINCIPLES OF HANDLING GRIEVANCE

There should be a fair demonstration of grievance procedure. The laid down principles should be definite and clear.

The principles should be simple.


It should function promptly and speedily. Right attitude of supervisor should exist. Confidence of supervisors is an important factor. Long run implications of the decision should be determined.

POLICIES FOLLOWED IN THE INDISMART HOTEL

Open Door policy

Step-Ladder Policy

AN EFFECTIVE GRIEVANCE PROCEDURE SHOULD HAVE THE FOLLOWING POINTS:


Conformity with existing legislation Acceptability Simplicity Promptness Follow-up

RESEARCH METHODOLOGY

The data was collected through


Primary Source: Informal interviews. Secondary Source: Property Literature. Brochure. Research Papers.

RESEARCH METHODOLOGY

Sampling Technique The sample has been selected through simple random sampling method. The main departments targeted are as follows: Food and Beverage Service Department Food and Beverage Production Department Housekeeping Front Office Maintenance ** Sales and Marketing ** Human Resource Department ** ** Will be treated as one single whole department and the rest as SEPARATE departments in the study.

RESEARCH METHODOLOGY
Sampling Frame: The sample size has been taken as 40.

Management 25Nos. Sample Size 15, 37.50% Operational Staff 75 Nos. Sample Size 25, 62.50%

The total number of employees in the selected departments are 100

RESEARCH METHODOLOGY

Tools for data analysis:


Observation Structured Questionnaire Unstructured Interview

LIMITATION OF THE STUDY

The limitation of the study are as follows Time Factor. Sensitivity of the topic.

ANALYSIS {Operational Staff}


Respondent's Opinion

32% Yes

No

68%

Grievance with the prevalent departmental hierarchy.

ANALYSIS {Operational Staff}


Respondent's Opinion

16%

0% 4% Very Good 36% Good Average Satisfactory Unsatisfactory

44%

Rating of the workgroup by the operational staff.

ANALYSIS {Operational Staff}


Respondents Opinion
25 20 15 10 5 0

ffi ng

ss

ur

St re

St ru ct

St a

Grievances towards management.

Sa la r

th

er s

ANALYSIS {Operational Staff}


Respondent's Opinion

12%

0% 4%

16%

Very Good Good Average Satisfactory Unsatisfactory

68%

Rating of the prevalent employee grievance redrassal system.

ANALYSIS {Executive Staff}


Respondent's Opinion

40%

Yes

No 60%

Continuous risk assessment.

ANALYSIS {Executive Staff}


Respondent's Opinion

40%

Yes No 60%

Stress a major concern.

ANALYSIS {Executive Staff}


Respondent's Opinion

0%

20%

Very Good Good Average Satisfactory Unsatisfactory

80%

Rating of the present Employee grievance redrassal system.

FINDINGS (Operational Staff)

It has been found out that 68% of the employees do not have grievances with the prevalent departmental hierarchy.
44% of the employees rate their work group as Average, 36% to be Good and 16% as Satisfactory

FINDINGS (Operational Staff)

About the quality of the equipments that is used by them for work most of them have rated it as Average and some as Satisfactory. 44% of the employees are dissatisfied with the growth opportunities that are provided to them whereas nine of them who bring up a value of 36% have stayed Neutral.

FINDINGS (Operational Staff)

Salary structure, shortage of staff along with stress which results from these have emerged as major problems The prevalent employee grievance redrassal system has been rated satisfactory. The recommendations which the operational staff have made are increase in salary, better staffing, proper maintenance, and more training.

FINDINGS (Executive Staff)

It has been found out that continuous risk assessments are carried out.
60% of the employees agree that Stress is a major concern for the employees. More staff, On the Job Trainees and better training are being imparted to reduce staffing problems.

FINDINGS (Executive Staff)

All the respondents state that they are responsive to the complaints of their team members.
Cleanliness, Flexible shifts and better maintenance are steps taken to improve the working conditions of the workplace. The respondents rate the prevalent employee grievance redressal system as Average.

RECCOMENDATIONS

Interdepartmental relationship which is rated as average by the operational staff should be improved as when the interdepartmental relationship is strong the roots of the organization get stronger and problems can be done away with effectively at the grass root level itself.

RECCOMENDATIONS

The organization should go on a maintenance drive to eradicate the problems which are caused due to improper infrastructure which cause hindrances to the staff during operations.

RECCOMENDATIONS

The machinery or the equipment which are being presently used have to be replenished in due time as it has been rated Average by a majority of the respondents. Machinery malfunction can cause huge problems during operations if not addressed promptly.

RECCOMENDATIONS

A well defined salary structure needs to be laid down which would clearly show the various positions along with the corresponding salary. Although pay increase guidelines should place greater emphasis on merit. Also minimum wages should be laid down in accordance with the Minimum Wages Act 1948.

RECCOMENDATIONS

A stress management expert should be engaged who would help the employees in all the levels to get over stress. Working late should be discouraged as it takes a toll on the body and increases the risk of heart problems. The organization should review each employee and rate them and take action as necessary. It should also go on a recruitment drive in which the departmental heads should also be included to review the candidate before the final selection so that skilled employees are recruited with optimum skill level.

RECCOMENDATIONS

Top management should be engaged in assessing the risk involved in each department as it is the moral and legal responsibility of the employer. Written health and safety policies are to be formulated to show that the management is concerned about the protection of the employees from hazards at work. The facility should be maintained properly through facility cleanliness. Appropriate inlets for air should be installed wherever required.

RECCOMENDATIONS

If possible an Industrial Relations expert should be engaged to train the Head of Departments which would make them well equipped in nipping the grievances of the employees in the bud. There would a factor of cost involved but in the end it is the organization which benefits.

CONCLUSION

Project covered in the IndiSmart Hotel, Kolkata on the topic Effectiveness of the employee grievance redrassal system. Data collected carefully employees are not at risk. so that the

Two sets of questionnaires made directed towards the operational as wellas the executive staff.

CONCLUSION

The prevalent system rated Average by a majority of the employees. Recommendations like well laid down salary structure, better infrastructural facilities, proper training given.