HR POLICIES OF

HR POLICIES OF

Snehal Zanzarakia1321Afreen Shaikh1302Nikhat Rajput1307Rohan Solanki1310Kalyani Mudliar1289Prabhu Hosmani1282Nilesh Pandey1295

Group Members

Founded by Jamshetji Nusserwanji Tata and part of Tata Group.Opened as Taj Palace in Colaba, Mumbai onDecember 16, 1903.Operates 76 hotels, 7 palaces, serviced apartments, 6 private islands and 12 resorts and spas, spanning 52 destinations in 12 countries across 5 continents and employ over 13000 peopleInspired to open this grand luxury hotel after Jamshetji Tata was refused entry to a Suburban Hotel in Mumbai for Racial Discrimination.Introduction to Taj

To get an insight as to How HR works in an hotel industry? How HR Department helps the employees to grow and adapt to diverse cultures that they have encounter on a day to day basis ? Employees have to face clients directly on 24 x 7 basis. Customer satisfaction is key success factor in Hotel Industry which lies majorly in employees hand. So employee is key to success in a Hotel Industry. Thus, Employee Satisfaction is the foremost goal. Some extra-ordinary heroic stories of taj employees came forward during 26/11 terror attacks.Why Taj ?Training and Hiring Policies.360-degree Feedback.ESTS.STARS.Employees share a deep connection and sense of pride for being associated with the legend that is TajSuccess Story

Recruitment & Selection

Selection of various depts. like collection, security, house keeping, etc. is quite STRICT & DIFFICULT.The process of selection is as follows:Application FormWritten ExaminationMedical ExaminationVarious rounds of Personal Interview.

Training & Development Policy

18 months training - 6 months more than the industry standardBelieves That, The employees can be trained to be better chefs or waiters, but they cannot be taught to be good individuals.Build Leaders - Each employee is given an authority to take the decisions pertaining to his work and this empowers them and helps in building a leader in all.Train not just on the area of expertise but all the related functions

360-degree Feedback

Employees, including the managers and departmental heads are also evaluated by their immediate subordinates.Counseled at a personal level and apprised of where they fell short of the expectations and how to go about it.Guides them to prepare a roadmap for the future ,endeavors and tone their skills.

ESTS : Employee Satisfaction Tracking System

Conducting surveys to elicit response from the employees and the records collected are used to rate the overall satisfaction level of the employees.Targeted to achieve 100% satisfaction in the course of its operation.Regularly looks into the employees concerns and strives to address them.Forums for the employees to voice their recommendation or compliment their colleagues.Mandatory for the review committee to reply to the employees suggestions within 2 days or he shall be allotted default points

STARS : Special Thanks and Recognition System

Customers of an organization can be satisfied by it only when its employees are satisfied.Recognizing and rewarding employees who showcased excellent performance at their work.Promoted successively to various levels.Employees were not just assessed on their performance but also on parameters like honesty, trustworthiness, concern for the environment, team spirit, cooperation etc.Appreciations from the customers also fetched points.

GFT : Guarantee of Fair Treatment

Taj has a comprehensive complaint resolution system in place, known as the Guarantee of Fair Treatment (GFT), to ensure that employee grievances were addressed.

Under GFT, complaints passed through successive stages in Taj's hierarchy, starting with the immediate superior, depending on whether or not the said employee was happy with the redress response given at each stage.

Comparison

Taj PalaceLeela PalaceTaj family considers every employee as an important member.Has a dedicated forum to raise recommendations andcompliment peers.Feedback is given not onlyby bosses or peers but also subordinates.

Our brand, our reputation, our focus on people and commitment to service excellence.

Suggestions accepted only by customers.

Feedback only by seniors.

Taj PalaceLeela PalaceAssessed not only on performance but also on personal qualities.

Employees are encouraged to take authority of the situation.Assessed on performance and on feedback by customers.

Employees have to follow their seniors.ERR (Employee retention rate) is the highest amongst all its competitors.Drives employees beyond their duties which was totally unexpected of them as was in the case of 26/12 Tsunami and 26/11 attacks.In 2002, Taj Group was conferred HERMES Award for its innovative HR practices.With the implementation of STARS, there was tremendous improvement in the service standards and also the customer satisfaction level.

Outcomes of these PoliciesSeek fresh recruits rather than lateral hires.Hire from small towns and semi urban areas, not metros.Recruit from high schools and second-tier business schools rather than colleges and premier B-schools.Induct managers who seek a single-company career and will be hands-on.Focus more on hiring people with integrity and devotion to duty than on acquiring those with talent and skills.Train workers for 18 months, not just 12.

What they do ???Ensure that employees can deal with guests without consulting a supervisor.Teach people to improvise rather than do things by the book.Insist that employees place guests interests over the companys.Have incumbent managers, not consultants, conduct training.Use timely recognition, not money, as reward.Ensure that recognition comes from immediate supervisors, not top management.What they do ???http://www.mbaskool.com/business-articles/human-resource/1339-hr- policies-at-the-taj-lessons-to-emulate.htmlhttp://hbr.org/2011/12/the-ordinary-heroes-of-the-taj/ar/2http://www.tajhotels.com/About-Taj/Careers/Corporate-Social- Responsibility.htmlhttp://en.wikipedia.org/wiki/Taj_Hotels_Resorts_and_Palaces

References

Thank You