Dona Sylvia project

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INDEX

Sr no. Title Pg no.


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1 Acknowledgement 32 Executive summary 43 Introduction 54 Vision, Mission, Goals, Beliefs & Values 65 Turnover 6

Organizational Chart 76 Various departments 8

Front - office 8Accounts 9

F & B Production 9F & B Service 10Housekeeping 10Engineering 11Horticulture 11Animation 11

7 Human Resource Department 12Functions 13

Annual HRD program 15Policies 16

HRD Cost 228 Project on Employee feedback 239 Objective, Methodology, Limitations 249 Questionaire 25

10 Bar Graph of various departments 2711 Overall pie charts of all departments 3312 Recommendations/Suggestions 36

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EXECUTIVE SUMMARY

Resort Dona Sylvia started in 1990 as a 3 Star resort. It is now officially classified as 5Star resort. Resort Dona Sylvia is India's only 'All Inclusive' Mediterranean Style ClubResort located in the heart of the tourism belt, India's Premier Mediterranean Club Resortis spread over 26 acres of landscaped gardens along the stunning Cavelossim Beach inSouth Goa. Managing Director of the resort is Mr. Victor Albuquerque.

The nine departments of Resort Dona Sylvia are as follows:

Accounts:

Purchase departmentCost Control departmentGeneral Stores department

Front Office Food & Beverage Production Food & Beverage Service Animation Housekeeping Horticulture Engineering Human Resource Department.

Human Resource department is the most important of all the available resources.Types of training imparted at RDS are Induction, On-the-Job and Behavioral training.Functions of HRD are Recruitment and selection, Personal information system,Manpower planning, Performance appraisal and reward system, Grievance handling,Training and development, Statutory requirements, Staff welfare, Overall control of staff and security, Liaison with government and other local bodies etc. Various policies of HRD are Training, Employee welfare, compensation and benefits etc.

I have done my project on Employee feedback.

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INTRODUCTION

Resort Dona Sylvia was started in the year 1990 as a 3 star Resort. It has 183 rooms andis official classified as a 5 star. Resort Dona Sylvia is India's only 'All Inclusive'Mediterranean Style Club Resort located in the heart of the tourism belt, India's Premier Mediterranean Club Resort is spread over 26 acres of landscaped gardens along thestunning Cavelossim Beach in South Goa.

All 183 rooms are with Air-conditioner, Telephone, Television, Hot & Cold runningwater and balcony/verandah, 166 Superior rooms, 12 deluxe rooms and 5 Suites.

PARENT COMPANY : ALCON RESORT HOLDING LTD

MANAGING DIRECTOR : MR. VICTOR ALBUQUERQUE

DIRECTOR : MRS. SYLVIA ALBUQUERQUE

WHO IS WHO AT RESORT DONA SYLVIA

1) VICE PRESIDENT : Mr. Rajendran Menon2) EXE. ASST. MANAGER : Mr. Atool Mulgaonkar 3) MANAGER HR & ADMIN : Mr. Fleming Dias4) FINANCE CONTROLLER : Mr. Roque Rodrigues5) FRONT OFFICE MANAGER : Mrs. Maxy Colaco6) F & B MANAGER : Mr. Norman Colaco7) EXE. HOUSEKEEPER : Mrs. Maria Mesquita8) SENIOR ENGINEER : Mr. Latif Shaikh9) SENIOR EXE. ANIMATION : Mr. Dulcidonio Almedia

10) ASST. PURCHASE MAGR : Mr. Anthony DCosta11) EXECUTIVE CHEF : Mr. Samir Bose

12) HORTICULTURIST : Mr. Santosh Mangale

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VISION

Our purpose is to be a leading provider of innovative products with warm, friendlyservice generating superior value for money for our guests thus enhancing repeatclientele.

MISSION

We shall accomplish this by constantly delighting our guests with consistent superior food & beverage experience; well- maintained functional rooms, recreational facilitiesand entertainment in an eco friendly ambience.

GOALS

Committed vendors, delighted guests, unique packages, higher profitability, goodwill andgrowth.

BELIEFS & VALUES

Guest focus, employee satisfaction, teamwork, innovation, accountability, honesty &fairness, quality, excellence, diligence and profitability.

TURNOVER

Organizational growth from 2001 - 2006

2001 - 7.10 crores2002 7.50 crores2003 9.50 crores2004 10.9 crores2005 12.5 crores2006 13.5 crores

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There are 9 departments in Resort Dona Sylvia

1) Front Office

A) RECEPTION

This department has to welcome the guests arriving at the resort. Give and take allthe information of the guests. All the records of the guests have to be maintained.

Facilities Provided:

Left Luggage FacilityLocker FacilityTelephone, Fax & E-mail FacilityTicket BookingInformationTransportBusiness ServicesPostal Assistance etc.

B) BELL DESK

Bell boy has to carry the baggage of guest to their rooms. Bell by has to take theguests to their rooms.

C) OPERATOR

Connecting the calls and transferring them to concerned department or person isdone by the operator.

D) RESERVATION

This department looks after all the bookings of the resort. Bookings are donethrough fax, email, telephone etc. Outside bookings are done by the BombaySales Office (BSO). BSO carries out two types of bookings namely FIT

bookings and GIT bookings. In FIT bookings maximum of 5 bookings are donewhile in GIT bookings above 10 groups are booked. The main requirements for

bookings are cost, mode of payment, availability etc. Bookings are confirmed

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only after receiving 100% advance payment. Reservations are done by offeringvarious packages. A detailed record has to be maintained of all these.

2) Accounts

This department has to maintain all the records. This department collects all therequired data from all other departments related to accounts and then finalize thestatement of accounts. It also maintains the accounting data of previous years. Allthe financial billing is being looked up by the finance department as well.Maintaining the stores requisition, main kitchen inventory and end of secondmonth crockery, cutlery, and glassware inventory is maintained by the accounts

department.A) GENERAL STORES DEPARTMENT

In general stores all the items required by each department are stored. Theconcerned department makes requisition to the purchase department which inturn buys all the items as required by each department and stores the items instores. The concerned department then collects their items from the stores.Before the goods are stored in the stores the Receiving Officer checks for thequality of the product if it is faulty.

B) PURCHASE DEPARTMENT

Purchase department makes purchases for all the departments. If anydepartment wants to purchase any item, the concerned department has to fillin the purchase indent form signed by the HOD and send it to the purchasedepartment which in turn will buy the required item and then send it to stores.In addition, contracts/tenders for food are received by this department and theselected tender will have to supply the items to the resort for a period of oneyear

C) COST CONTROL DEPARTMENT

This department looks after Food & Beverages (F&B). They collect the billsof the F&B outlets, whether they are correct, they also check KOT, bar inventory etc. They have to check whether all bills received are tallied or not.

3) Food & Beverage Production

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This department looks after the production of food for the buffets. Thisdepartment is a very important part of the resort.

4) Food & Beverage Service

Dona Sylvia has an entire self-service concept for All Inclusive packages.Both F&B production and F&B service are inter related departments.Various outlets of this resort connected to this department are as follows:

A) BARS

Seagull Bar Serves all inclusive house brands Tia MariaThis bar is on the Pool side.

Amalia Lobby bar serving chargeable brand as well as house brands.

B) RESTAURANTS

SeagullIts a multicuisine buffet restaurant.

Mama MiaSnacks, tea and coffee and Ala Carte dinner is included here.

C) HAYSTACK

Haystack lawns which has theme buffet dinners and also a bar. Variety of softdrinks, beer, wines, cocktails, juices etc are also available.

5) Housekeeping

The cleaning of the rooms and offices is done by this department.

Other facilities are:LaundryRoom Amenities

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Floral DecorationsBaby SittingCleaning of Rooms

6) Engineering Department

Engineering department deals with maintenance of all engineering work in thehotel. If any complaint comes, the procedure followed is that operator receives thecomplaint from the room or from any other department and the job order is issuedto the concerned person to go and do the work.

This department is classified into two areas:A) MECHANICAL

Maintenance of all mechanical machineries is done by this department.

B) ELECTRICALMaintenance of all electrical equipments is done by this department.

7) Horticulture

This department looks after the gardening and floral decorations of the resort.

8) Animation

Animation deals with recreation facilities to the guests. Various facilities: Swimming Pool

Cyber CafLive Entertainment every eveningFitness Centre and SaunaYoga

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Ayurvedic MassagesBeauty Parlor Air Hockey, Volley Ball, Pool Table, Table Tennis, etcCycle on hireCooking Demonstration

9) Human Resource Department

Human resource, as we all know, is the most important of all the availableresources. Human Resource department is the heart of the organization whichmonitors various functions. This resource is the one that makes an organization.Development of Human Resources properly known as HRD is no longer confinedto mere recruitment and training of the employees. It also helps in developing the

necessary skills and expertise in achieving the desired results. Hence, the wordDEVELOPMENT.

While HRD involves all-round development, HRM (Human ResourceManagement) would strive to achieve all-round development of the employees.Here, we can compare HRD to the act of sowing the seeds, and HRM to the act of nourishing the sapling until it grows into a tree. One of the major objectives of HRM is to motivate employees, which would result in increased productivitythereby helping in achieving the desired results and objectives of the organization.

Types of training given to all employees at all levels.

Induction On the Job Training Behavioral Training

Human Resource department maintains the following files: Cafeteria file Selected F.T.C.s file Selected I.T.s file Contractor bill file Bills file (project)

Management salary statement file Group 4 Security file Government apprentice Leave application file Inter office memo file F.T.C.s employment letters file Notice file

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P.F. yearly returns file E.S.I. yearly returns file P.F. Challans file E.S.I. Challans file P.F. & E.S.I. file NSSN file Unclaimed salary file Files for all H.O.D.s and Executives.

Human Resource department maintains the following registers: F.T.C. register I.T. register Outward register Bills submitted to accounts E.S.I. register Newspaper bills Leave

Main functions of the HR department

1) Recruitment and Selection

The Human Resource department finds fresh candidates and carriesinterview process for them and then the appropriate candidate is selected

for the post.2) Personal Information System

All the records of the employees are maintained by the Human ResourceDepartment. Separate files are maintained for the H.O.D.s and executives.All the information of FTCs (Fixed Term Contract) and I.T.s (IndustrialTrainees) is entered in the register. Information like Name, Address,Qualification, Date of Birth, Date of Joining, Date of Leaving, Salary,employee Photograph is attached.

3) Manpower planning

The Human Resource department has to see to the requirements of employees in the peak season of the Resort as well as in the off- season.The H.O.D.s of other departments informs the HR Manager if theyrequire more employees and the HR Manager also informs the other H.O.D.s when there is a need to reduce the manpower of that particular department.

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4) Performance appraisal and Reward system

The HR department sees whether the employees are working hard andaccordingly they are given rewards.

5) Grievance Handling

At time when injustice and conflicts arise amongst employees the HR Manager has to settle the matter between the employees. The HR Manager requests the Security Officer to hand over an Incident Report about theentire Incident and takes required measures.

6) Training and Development

Training, as we all know, is a non-ending process and training should notonly be confined to sharpening of skills, but should also be part and parcel

of all round development of employees. The HR department has given dueimportance to training and with this objectives in mind, they have hiredtop Professionals trainers to impart Hotel Operational training inTechnical areas like Service and Production as well as Behavioral areaslike Pro-activity and Creativity.

7) Statutory requirements under various acts like P.F. (Provident fund), E.S.I.(Employee State Insurance) etc.

The HR department takes care of the PF, ESI, etc as these are the welfarefacilities given to the employees

8) Staff welfare

The HR department takes care of all the staff welfare facilities.

9) Overall control of Transport and Security

The HR Manager controls the transport system. There are two coaches onewhich comes from Margao and the other one which comes from Velim.During the off- season time the Velim coach is stopped because most of the I.T.s are given break.

10) Liaison with Government and other local bodies

The HR Manager takes care of the renewal of license for the Resort fromthe Tourism Department and other bodies.

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Annual Human Resource Department Program

A lot of importance to HRD Program, which are an Annual feature. Thesenot only provide a break from monotony to the employees, but also play a

major role in team building and instilling a sense of camaraderie amongthem.

The Annual HRD program chalked out for every calendar year, which isdetailed out as under:

1) Employee of the month award (Ongoing throughout the year and awardedevery month).

2) Monthly group birthday party for all the employees of Resort Dona Sylvia.

3) Executive party.

4) Departmental picnics June/July/August.Staff/Executive picnic June.Indoor And Outdoor games for Staff/Executives July/August.

Table Tennis Football Carom Chess Tug of war Executives VS Staff

5) Independence Day celebrations followed by prize distribution 15 th August.

6) Annual day Mass/Pooja celebration followed by lunch.

7) Christmas party for the H.O.D.s 25 th December.

8) New Year party for H.O.D.s 31 st December.

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POLICIES

EXISTING POLICIES

1) TrainingTraining, as we all know, is a non-ending process and aims at constantdevelopment of employees to increase their effectiveness as well as their efficiency. Keeping this in mind, RDS have Professional Trainers, whothemselves have special invaluable years of rich experience in top hotels.They impart operational training in Technical/ On- the Job areas like Serviceand Production, as well as Behavioral Training in areas like Productivityand Creativity. Training is given to all employees at all levels. A TrainingCalendar is drawn up every month, giving a detailed schedule of thoseDepartments, which have Sessions a week, and this includes employees atall levels every month, i.e., Heads of Departments, Executives and Staff.Besides, whenever a new employee joins, he or she undergoes Inductionwhich helps familiarize him or her with the working environment, which attime, always seems new and very intimidating. The Induction sessions givenew employees an insight as to how each Department works and anopportunity to get to know their co-workers better as well. Inductionsessions could last for two days or go on up to a week, depending on the

position and job-profile of the new employee.

2) Employee welfare

Best Employees of the Month:

These are Monthly awards, consisting of a Certificate and a cash award.As the month ends, the various Heads of departments nominate twoExecutives and two Staff from their respective Departments, based ontheir performance throughout the month. Out of these, four Awards aregiven- two for the Executives and two for the Staff members. This is for the Back of the House and the Front of the House.

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Birthday Bash:

This is a monthly event. At the end of the month, all those Birthdays of the Executives and Staff members, which fall in that month, are

celebrated. Besides, all executives and Heads of Departments are alsogiven a cake on their Birthdays.

Executive Party:

This is an Annual Event. All the Executives and their families areinvited to this Party, which is held in May every year.

Departmental Picnics:

The various Departments hold their Picnics during the months of June,July and August every year.

Sports Meet:

This event is also held in the month of July and August. Various indoor and outdoor sports events like table tennis, carom, football and chess areheld. These help to build up team spirit among the employees.

Wedding Gift:

A Wedding gift of Rs.2000/- is given to Executives.

Christmas and New Year Parties:

All the Heads of Departments and their families are invited to theseParties. Christmas gifts are given to the Executives.

Special Meal:

For the FTCs (Staff) and the Industrial Trainees, there is a special lunchin the Employees Dinning Room, on the occasions of Christmas and

New Year.

Bonus:

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Bonus is paid to all the Executives and Staff @ 12 %, applicable as per the Bonus Act, 1965.

OTHER POLICIES

1) Compensation and Benefits

a. Medical:

As a HR policy, it is necessary to provide security for the employeesagainst Accidents as well as against sickness. Some of our Senior Management Executives are not able to derive ESI benefit as their monthly salaries have crossed the limit of Rs.6500/- per month asfixed by ESI for its membership. Thus, considering the need for theMedical assistance not only to self but also to their family members,

it is proposed to pay a sum of Rs.2500/- yearly to the executives asMedical reimbursement, under the following conditions.

The Executives should be employed on a regular basis.Monthly salary exceed Rs.6500/- limit as set by ESI

However, this benefit shall stand withdrawn if ESI makes an amendmentto raise the fixed salary limit, i.e. Rs.6500/-

Other proposals are:

I. Proposal of providing group Mediclaim Insurance Cover for the Headsof Dept(s) & Executives:The Insurance Cover for the H.O.D.s is proposed at Rs. 2 lakhs each,whereas for the Executives it is Rs. 1 lakh each. Net premium to be paidon this proposal is Rs. 80,573/-

II. Proposal of Group Personal Accidents Cover to be provided to all theemployees:The second proposal of Group Personal Accidents policy of Rs. 1 lakhwould cover all the employees @ Rs. 125 per employee per lakh andwould provide a cover for death plus permanent as well as partial

disability.For example, If 200 employees are being deployed in a month theInsurance Premium would be Rs.25, 000 less 15% Discount that equalsto Rs.21, 250 p.a.

b. LTA:

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Here, it is proposed that every Executive and every Head OFDepartment will be entitled to one month Basic Salary as LTA.

c. Ex-Gratia:

Since Ex-Gratia has not been paid to the Heads of Departments since acouple of years, it is proposed that the same be paid @ 12% to all theHeads of Departments.

d. Benefits at Victor Apollo Hospital:

It is proposed that all the Executives and their immediate familymembers should be entitled to 20% discount for Medical treatment andallied expenses at Victor Apollo Hospital.

e. Leave:

Leave is given to employees so that they can take occasional breaksfrom work and return rejuvenated. According to the present system,leave for a year is credited to the employees account on the 1 st of January each year. Every Executive has a Leave Register maintained bythe Personnel Department. All applications are given to the PersonnelDepartment for Privilege, Casual and Sick leaves and the same are thenupdated in the employees individual Leave Register. Incase of F.T.C.stheir leave applications are filed in a file, where all other F.T.C.s leaveapplication are stored and records and maintained about their privilegedand casual leave. For I.T.s they are not entitled to any privilege andcasual leave, except double duties and duty done on public holidays.

Leave Structure for various categories of employees is asfollows:

FOR HODS:

22 days Privilege Leave9 days Sick Leave6 days Casual Leave

FOR REGULAR EXECUTIVES:15 days - Privilege Leave

9 days - Sick Leave6 days Casual Leave

FOR EXECUTIVE ON CONTRACT FOR ONEYEAR:

20 days Leave (Consolidated)

FOR FTC STAFF:

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For a contract of ONE YEAR, he/she would be entitled toleave of FIFTEEN DAYS (CONSOLIDATED).

For a contract of SIX MONTH, he/she would be entitledto leave of SEVEN DAYS (CONSOLIDATED).

f. Performance Appraisal And Compensation Package:

A survey has been conducted every year on the aspects of PerformanceAppraisal and Compensation package being followed by the reputedhotels and resorts in South Goa and a copy of the same (comparative) is

being enclosed for ready reference. The Performance Appraisal Systemand Compensation package followed by Holiday Inn would be morerelevant to us since the above hotel is our competitors.The Performance Appraisal System at Resort Dona Sylvia had beenintroduced in 2001-2002, whereby, the General Manager does the

Performance Appraisal of H.O.D.s and the Heads of Departments dothe Performance Appraisal for the Executives. Appraisals are conductedduring the period of July/ August every year and rewards increments aremade effective in October every year. Increments as mentioned aboveare purely on Merit basis.

This system requires to be made more standardized and realistic. Theconditions of Applicability would be under:

The incremental policy shall be made applicable for as long as theResort makes profit and the moment the Resort incurs loss, the abovementioned increment policy shall stand withdrawn as the unit iscollectively responsible for the loss.Therefore, it is proposed that Grades be created based on Designations.

Reward System

Rating is done on a Three Point Scale:

A- Excellent Performance- AboveB- Satisfactory Performance- On TargetC- Poor Performance- Below Target

Minimum increments at Satisfactory Performance would be one in a year andfor performance Above Target, increase would be two and above. For Performance below Target, no increments are given. Fixed rate per Increment,Grade- wise are given below:

JUNIOR EXECUTIVE Rs.500/-EXECUTIVE Rs.1000/-

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ASST. MANAGER Rs.1500-2000/-HOD Rs.3000-4000/-

Appraisal system for F.T.C.s and I.T.s

STAFF (F.T.C.s)

When Staff (F.T.C.s) are given a new contract after the previous one isover, their salaries are revised on the basis of feedback from their respective Departmental Heads. If their Performance is Above Target,then an increment is given of Rs.300/- and if their Performance isSatisfactory, then an increment of Rs.200/- is given.

Industrial Trainees (I.T.s)

After Industrial Trainees complete their Training Period, heir respectiveDepartmental Heads give their feedback. Based on this feedback, theyare upgraded to staff (F.T.C.s) with their stipend of Rs.600/- doubled toRs.1200/-. Again, this is purely on Merit basis that is only if their

performance is Above Target.

2) Other Employee Welfare

Farewell gift policy

It is proposed that Executives are eligible to receive a Farewell Gift if

they have completed three Years of service at the time of leaving. Thevalue fixed for the gifts would be at Rs. 500/- for the Executives and Rs.1000/- for the H.O.D.s.

Weekend stay

It is proposed to offer a WEEKEND STAY to the H.O.D.s along withtheir families (1+3 members) during the Off-Season (June to August).The Check- in could be on Saturday evening and checkout could be onSunday evening/night. This benefit, if provided, will usher in a sense of

belongingness and higher productivity, besides being a morale- booster

for the on coming seasons. Monthly get-together

It is proposed that there can be an informal gathering of the variousHeads of Departments once a month with approximate cost to company

being Rs. 200 per month, with the main objective of infusing team spiritand a sense of camaraderie among them.

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H.R.D COST

Month:_________________ Year:______________

SR.NO. COMPONENTS AMOUNT

1 Salary & Wages-------------------

----

2 Training & Development-------------------

----

3 Transport-------------------

----

4 Food-------------------

----

5 Staff Welfare-------------------

----(Uniforms, shoes, etc.)

6Employers' contributiontowards Statutory

Requirements:

a. PF-------------------

----

b. ESI-------------------

----

c. Labor Welfare-------------------

----

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7 Contract Costs

a. Security-------------------

----

b. Garden Labor

-------------------

----

c. Administration-------------------

----

TOTAL

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PROJECTON

STAFF FEEDBACK

The Objective of the study

This study is conducted to see whether the staff of Resort Dona Sylvia is satisfied withtheir work allotted to them and the work environment provided at Resort Dona Sylvia.

Methodology

I had prepared a questionnaire which was given to the staff regarding, if they are happywith their job, the management, the likes and dislikes in regards to the resort,expectations and suggestions to improve their departments.I paid a visit to every department each day, inquiring about their job profile and their

understanding in terms of changes in their respective departments.Their suggestions were taken down, and put in the ballet box.The survey was then analyzed.

Evaluate the questions on following dimensions

Strongly Disagree Disagree Agree Strongly Agree

Very Satisfied Satisfied Dissatisfied Very Dissatisfied

Yes No

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Limitations of the study

Time constraint

Sample size - 80

Employee Feedback

Department:

1) Human Resource representative is available to you to answer your queries about your benefits.

o Strongly Disagreeo Disagreeo

Agreeo Strongly Agree

2) Management listens to you on various problems/issues faced by you.

o Strongly Disagreeo Disagreeo Agreeo Strongly Agree

3) Are you satisfied with the training and development of your career/growth?o Very Satisfiedo Satisfiedo Dissatisfiedo Very Dissatisfied

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4) Are you satisfied with your job?o Yeso No

5) Are the motivational factors being deployed by the organization aresufficient to motivate you to perform your work better?o Yeso No

6) Does your salary justify the work that you do?o Yeso No

7) Are you satisfied with the food provided by the cafeteria?o Yeso No

8) Has company made reasonable efforts to allow you to balance your work and your family?

o Strongly Disagreeo Disagreeo Agreeo Strongly Agree

9) What changes, if any, do you feel are needed to be made in your department to improve efficiency.A.

B.

C.

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10) What is it that you dont like about the Resort?

Analysis of data

0%

20%

40%

60%

80%

100%

1 2 3 4 5 6 7 8

No

Yes

Very Dissatisfied

Dissatisfied

Satisfied

Very Satisfied

Strongly Agree Agree

Disagree

Strongly Disagree

Account

Questions 1-8

9) Changes required to improve efficiency in this department . Required additional staff and their proper maintenance. Requirements for more computers.

10) Resort Dissatisfaction Food in the cafeteria. No 5 Star facilities.

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0%

20%

40%

60%

80%

100%

1 2 3 4 5 6 7 8

No

Yes

Very Dissatisfied

Dissatisfied

Satisfied

Very Satisfied

Strongly Agree

Agree

Disagree

Strongly Disagree

Animation

Questions 1-8

9) Changes required to improve efficiency in this department . Attractive animation style uniforms to be provided for the staff. Modern Indoors Games required. Employee of the month not given even after working hard for the

deserving. Other department interference leads to unhealthy working atmosphere,

where staffs are taken for granted.

10) Resort Dissatisfaction Unhealthy food in the cafeteria for the staff.

9) Changes required to improve efficiency in these departments Office should be renovated No promotions/ increments given for the deserving staff. Introducing more plants in nursery.

10) Resort Dissatisfaction Food service is very bad. Management style.

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0%

20%

40%

60%

80%

100%

1 2 3 4 5 6 7 8

No

Yes

Very Dissatisfied

Dissatisfied

Satisfied

Very Satisfied

Strongly Agree

Agree

Disagree

Strongly DisagreeQuestions 1-8

Admin/Personne/Horticulture


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0%

20%

40%

60%

80%

100%

1 2 3 4 5 6 7 8

No

Yes

Very Dissatisfied

Dissatisfied

Satisfied

Very Satisfied

Strongly Agree

Agree

Disagree

Strongly Disagree

F & B Production

Question 1-8

9) Changes required to improve efficiency in this department Increase man power in the kitchen. Room service needs to be given proper instructions and briefings regarding

their improvement in their services. Provide proper training and latest machinery for the staff. Additional requirements for the kitchen, i.e., knife set, juicer.

10) Resort Dissatisfaction No proper information about the guest arrival. No proper facilities.

0%

20%

40%

60%

80%

100%

1 2 3 4 5 6 7 8

No

Yes

Very DissatisfiedDissatisfied

Satisfied

Very Satisfied

Strongly Agree

Agree

Disagree

Strongly Disagree

F & B Service

Questions 1-8

9) Changes required to improve efficiency in this department Required well- trained staff for this department. Arrange more training programs during off season. Management should inform the staff earlier regarding their over-time/

double- duty, instead of scheduling them for double duty after their morning shifts without informing.

Additional requirements, i.e. glassware, cutlery, cheque holders.

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Uniforms should be upgraded and be of the 5star standards. Provide A/C in restaurant Seagull (guest repeatedly inquire and complain) Required proper management, who takes initiative in a healthy working

atmosphere including, being professional and humanitarian.

10) Resort Dissatisfaction Food service in the cafeteria. The Resort entrance.

0%

20%

40%

60%

80%

100%

1 2 3 4 5 6 7 8

No

Yes

Very Dissatisfied

Dissatisfied

Satisfied

Very Satisfied

Strongly Agree

AgreeDisagree

Strongly Disagree

Front Office

Questions 1-8

9) Changes required to improve efficiency in this department Caller- Ids to be placed. More Computers required. Additional staff to be hired. Offs to be given on fixed date. Management should be more concerned regarding the discrimination done

by the members of the department which can lead to differences. The tips given by the guests arrived, are never distributed between the

front office staff. The lobby structure should be renovated.

10) Resort Dissatisfaction Food Service in the cafeteria.

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The resort should have their own vehicles incase of emergency.

0%

20%

40%

60%

80%

100%

1 2 3 4 5 6 7 8

No

Yes

Very DissatisfiedDissatisfied

Satisfied

Very Satisfied

Strongly Agree

Agree

Disagree

Strongly Disagree

Kitchen Steward

Questions 1-8

9) Changes required to improve efficiency in this department Required hand gloves. More Co-operation required within the department.

10) Resort Dissatisfaction - - - - - -

0%

20%

40%

60%

80%

100%

1 2 3 4 5 6 7 8

No

Yes

Very Dissatisfied

Dissatisfied

Satisfied

Very SatisfiedStrongly Agree

Agree

Disagree

Strongly Disagree

Engineering

Questions 1-8

9) Changes required to improve efficiency in these departments Additional staff required. No. of Executives to be increased. Intercoms to be provided in the clusters for the staff to convey messages. Requirements for proper and sufficient tools.

10) Resort Dissatisfaction There should be a scrap yard. Lobby halogen 15 different decorative lights to be put.

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0%

20%

40%

60%

80%

100%

1 2 3 4 5 6 7 8

No

Yes

Very Dissatisfied

Dissatisfied

SatisfiedVery Satisfied

Strongly Agree

Agree

Disagree

Strongly Disagree

Housekeeping

Questions 1-8

9) Changes required to improve efficiency in these departments Briefing at regular intervals and coaching classes for all levels. Additional working equipment.

10) Resort Dissatisfaction Proper Management No proper ventilation in Seagull.

9) Changes required to improve efficiency in these departmentsStore No proper ventilation. No sitting arrangements.

Cost-Controls Increase manpower. Need a separate computer to work on.

10) Resort Dissatisfaction No co-operation from other department staff.

30

0%

20%

40%

60%

80%

100%

1 2 3 4 5 6 7 8

No

Yes

Very Dissatisfied

Dissatisfied

Satisfied

Very Satisfied

Strongly Agree Agree

Disagree

Strongly DisagreeQuestions 1-8

Store/Cost-Control/Purchase


31/34

Overall Pie - Charts

1) Human Resource representative is available to you to answer your queries about

your benefits.

2) Management listens to you on various problems/issues faced by you.

31

6%

18%

72%

4%

Strongly Disagree

Disagree

Agree

Strongly Agree

6%

26%

55%

13%

Strongly Disagree

Disagree

Agree

Strongly Agree


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3) Are you satisfied with the training and development of your career/growth?

4) Are you satisfied with your job?

5) Are the motivational factors being deployed by the organization are sufficient tomotivate you to perform your work better?

32

11%

66%

19%4%

Very Satisfied

Satisfied

Dissatisfied

Very Diss atisfied

81%

19%

Yes

No

71%

29%

Yes

No


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6) Does your salary justify the work that you do?

7) Are you satisfied with the food provided by the cafeteria?

8) Has company made reasonable efforts to allow you to balance your work and your family?

33

29%

71%

Yes

No

40%

60%

Yes

No

4%16%

70%

10%

Strongly Disagree

Disagree

Agree

Strongly Agree


34/34

Dona Sylvia project

Documents

Transcript of Dona Sylvia project