Introduction of Hotel Industry

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Human Resource Summer Project

In

Raintree Hotel

By

R.Preethi


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Table of ContentIntroduction to Rain Tree

About Rain tree

Objectives

Scope

Limitations Principles & Parameter followed at the Rain tree

Background of Rain tree

User`s of Raintree

Features of Raintree

Awards of Raintree

The Raintree Services & Amenities

Departments

Core functioning departments

Food and Beverage (F&D) Department:-

Front Office Department:-

Housekeeping Department:-

Food Production Department:-.

Support Department (Cost Centers)


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Marketing & Selling Department:-

Engineering and Maintenance Department:-

Finance, Accounting and Control Department:-

Safety and Security Department:-

Administration Department:-

Human Resource Development:-

Introduction to H R Department

Structure of H R Department

Personnel policies of HR

Human Resource Planning

HRP Process

Job Analysis

Process of Job Analysis

Job Design

Role of HR Department

Recruitment


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Recruitment Process

Selection

Training and Development

Training Process

Performance Appraisal

Welfare Activities

Payroll

Process


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Introduction of Hotel Industry:-

Hotel is defined by British law as A Shelter provided, He is in position to pay for itand is in position to be received. We all know the fact that people needaccumulation, food and drink while away from their home.

As transport and social need take developed from orient civilization through moderntimes. So the industry has responded to meet those needs. Towards the 18 centurythe number as the traveler is created more rapidly through Merchandised wagons asa form as transport and the use of house carrying for the nobility.

To eaten for this need, nature of house as various design were constructed. These

houses provide charge of houses, accommodation, food and drink for travelers.

About Raintree

The Raintree is an innovative, socially conscious concept, a hotel that is committedto enhancing the guest experience while setting a new standard of environmentalresponsibility.

This is done by conserving natural resources, educating and enlightening staff, andcultivating relationships with the community - all while hosting the guest in anunparalleled atmosphere of comfort and style. With a tradition of crafting warm andinviting surroundings,

THE RAINTREE- ECO-SENISITIVE BUSINESS HOTELMISSON STATEMENT:

We at THE RAINTREE-ECO-SENISITIVE BUSINESS CLASS HOTEL ,dedicate ourselves to environmental improvements that foster a sustainable futureand lead social economic improvements in the community where we do business.


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Objectives The Objective is to study the total operational aspects as different departmentas a Hotel

SCOPE:-

The main objective as project is to analyze the report comes the entireSpontaneous as a model hotel emphasizing on following area:-

a) Purpose, role and function as each department b) HR Departmental hierarchy and functionsc) Key System and procedure adopted for different activities in hr department

LIMITATIONS:- The study does not consider the financial and technical aspects as the

hotel Due to time lapse between collection of data and presentation certain

facts and signs might have cleared. The lack as information due to considerably in certain departments.

Size as the report.

PRINCIPLES FOLLOWED AT THE RAINTREE: Reduce (wastage of any form) Eg. Solid, liquid, gas, electricity. Recycle (water, paper, and food). Reuse (water and paper).

PARAMETERS FOLLOWED AT THE RAINTREE:There are 5 parameters in which we work towards sustainable future are as

follows below:- solid waste management. energy efficiency. water conservation and community development . employee environment education.


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Background

Ceebros , a leading property developer in South India, has embarked on its firstventure in the hospitality industry with the aim of bringing something new andexciting to Chennai's hospitality arena.

Users of RAIN TREE

DOMESTIC: FOREIGN:

Pilgrims Political representatives

Students Trade representatives

Officials EducationistsFilm stars etc. Tourists, Sportsmen etc.

Feature of Raintree

The Raintree Hotel in Chennai, Indias city center combines impeccable service andstylish accommodations with an innovative, eco-conscious attitude. As an eco-sensitive business hotel, The Raintree Hotel is dedicated to conserving naturalresources and raising awareness of the importance of environmental responsibility.


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The Raintree Awards

As an innovative leader constantly redefining the meaning of environmental

responsibility in the hospitality industry, The Raintree Hotel is a proud recipient of the following awards:

MMA Award for Managerial Excellence (Services Sector)

Presented by the Madras Management Association - 2009 Conferred by Mrs. Usha Thorat - Deputy Governor of the Reserve Bank of

India

Exnora Green Hotel Award

Presented by Exnora International - 2008 Conferred by Honble Thiru N Suresh Rajan - Minister of Tourism of

Tamil Nadu

Golden Peacock Award (Environment Management)

Presented by the World Council for Corporate Governance - 2008 Conferred by Mr. Ula Ullsten - Chairman of the World Council for

Corporate Governance

Tourism Promotion Award

Presented by The Hindu - 2008 Conferred by Mr. Murali - Managing Director of The Hindu

Good Green Governance Award

Presented by the Srishti Publications 2006


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The Raintree Services & Amenities:-

Airport & Railway Transfers Baby Sitting Services (On Request) Express Laundry & Dry cleaning Car Hire Concierge Services Currency Exchange Doctor on Call Postal and Parcel Services Travel Assistance Banquet Facilities Business Center Meeting and Conference Rooms Gift Shop Spa Handicap access Gym Meeting Rooms Swimming Pool Valet Parking Restaurants & Bars


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Departments:-

Front Office Food & Beverage Service Food & Beverage Production Kitchen Stewarding Sales & Marketing House Keeping House Keeping Human Resource Training Environment Accounts Purchase Stores Controls Information Technology Technical Services Security Health Club & Swimming Pool General & Admin Business Centre

Core Functioning Department

Food and Beverage (F&D) Department:-

F & B deals mainly with food and beverage service allied activities. In Raintree there

are different divisions under F & B like Restaurants, Speciality Restaurants, Coffee


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Shop (24 hrs.), Bar, Banquets, Room service . Apart from that they have Utility services

(Cleaning) as well.

Front Office Department:-The front office in rain tree is the command post for processing reservations, registering

guests, settling guest accounts (cashiering), and checking out guests. Front desk agents

also handle the distribution of guestroom keys and mail, messages or other information

for guests.

The front office in Raintree hotel is divided into following sections:-

Reception.

Preservation. Cabby.

Travel desk.

Bell desk.

Housekeeping Department:-

The housekeeping department is another important department in hospitality world.Housekeeping is responsible for cleaning the hotels guestrooms and public areas. This

department has the largest staff, consisting of an assistant housekeeper, room

inspectors, room attendants, a house person crew, linen room attendants and personnel

in charge of employee uniforms. They may also have their own laundry and valet

service. Hotels with laundry and valet equipment may use it only for hotel linens and

uniforms and send guest clothing to an outside service where it can be handled with

specialized equipment.

Food Production Department:-

Food production deals with the preparations of food items. It basically engaged in

preparing those dish, which are ordered by the guest and afterwards is catered by the


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F&B department. Cuisine like Indian, Continental, Thai, Italian, Konkani (Coastal Sea

Food), South Indian, Chinese, Mexican, etc. Different Chefs are appointed for the

specialty cuisine.

Support Department (Cost Centers)

Marketing & Selling Department:-

Sales and marketing has become one of the most vital functions of the hotel business

and an integral part of modern hotel management. It includes packaging for selling,

sales promotion, advertising and public relations. The marketing division is charged

with the responsibility of keeping the rooms in the hotel occupied at the right price and

with the right mix of guests.

Engineering and Maintenance Department:-

The energy crisis throughout the world has given a great importance to the engineering

department of a hotel. This department provides on the day-to-day basis the utility

services, electricity, hot water, steams, air-conditioning and other services and is

responsible for repair and maintenance of the equipment, furniture and fixtures in the

hotel. The engineering department has an important role in satisfying the guest- demand

and helping to maintain the profit level of the hotel. The cleaning, up-keep, repair,

replacement, installation and maintenance of property and its furnishing, machinery and

equipment are the joint responsibilities of Engineering/Maintenance and the

Housekeeping Department.

Finance, Accounting and Control Department:-


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A hotels accounting department is responsible for keeping track of the many business

transactions that occur in the hotel. The accounting department does more than simply

keep the books-financial management is perhaps a more appropriate description of what

the accounting department does. Whereas the control department is concern with costcontrol guidelines by way of reducing in investment, reduction in operating cost,

control of food service costs, control of beverage costs, labour cost control .

Safety and Security Department:-

The security of guests, employees, personal property and the hotel itself is an overriding

concern for todays hoteliers. In the past, most security precautions concentrated on the

prevention of theft from guests and the hotel. However, today such violent crimes as

murder and rape have become a problem for some hotels. Unfortunately, crime rates inmost majors cities are rising. Hence today security department also concentrate on

these additional criminal activities too.

Administration Department:-

Top organizational members usually supervise the Administration Department in a

hotel. This department is responsible for all the work connected with administration,

personnel, manpower, employees welfare, medical, health and security.

Human Resource Development:-

This department has newly taken step in hotel industry and within a short span of time

it has become a very important part of the organization. It plays the role of facilitator

between the bargainable cadre and non-bargainable cadre.

This department is the topic of our discussion. The practice, which this department and

their staff perform, is going to be learned in the light of following project.


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Introduction to Human Resource Department

The job of HR manager can be compare with the job of conductor, whose job is to instruct and direct all of the various musicians so that

they can perform well together. But before a conductor can direct a beautiful performance, all of the individual musicians must be able to play their instrumentswell. What kind of performance could one can expect if the violinists did not knowhow to play their instruments or the flutists could not read music?

So it is in the hospitality industry, before a manager can direct and shapeemployees individual contributions into an efficient whole, he or she must first turnemployees into competent workers who know how to do their jobs. Employees arethe musicians of the orchestra that the members of the audience-the-guests-havecome to watch performance. If employees are not skilled at their jobs, then the

performance they give will get bad reviews. Just as an orchestra can have a finemusical score from a great composer and still perform poorly because of incompetent musicians, so a hotel can have a finest standard recipes, service

procedures and quality standards and still have dissatisfied guests because of poor employee performance.

That is why properly managing human resources is so important. No other industry provides so much contact between employees and customers and so manyopportunities to either reinforce a positive experience or create a negative one.

As in the five-star hotel and five-star deluxe hotel there are around lots of employee are involved in different jobs in different fields there is dire need to look and control on them. No doubt different departments heads are present to look their department employee, but HRD is a place, which supervise and effectivelycommunicate with these departments head and communicate with the top


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management. Thus there function is very large and diverse as compared with respectto different departments heads.

Structure of Human Resource Department Raintree


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Personnel Policies of HR

The personnel function in Raintree includes many activities such as:

Managing Director

Vice President HR

Hr Manager

Hr Executive

PayrollWelfareTrainingRecruitment


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Consideration of leadership style

Relationship

Responsibilities

Philosophy Social orientation

Organizational structure

The Hr policies are concern with each of the following areas:-

Employment

Recruitment Interview

Psychological and Aptitude tests

Selection

Medical Examination

Administration and Transfers

Promotions and Termination

Responsibilities for adherence to

indiscrimination laws

Education and Training

Orientation of new employees

Educational needs for employees

Training development programmes

Communications

Health and Safety


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Occupational health

Emergency medical care

Safety programme

Preventive Medicine

Employees Services

Cafeteria

Vending Machine

Employees Lounge

Lockers Counseling

Suggestion Scheme

Wages and Salary Administration

Salary structure

Performance standards and Job evaluation

Salary survey

Benefits

Group Insurance

Sick-pay plan

Hospitalization

Major medical coverage

Key man Insurance

Pension plan/scheme


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Labour/Industrial relations

Presentation Elections

Collective Bargaining

Grievance Procedures

Administration

Personnel records

Security

Holidays and Vacations

Office Layout and Services Work Rules

HUMAN RESOURCE PLANNING

Human Resource Planning (HRP) is the first aspect of human resource process. It is

very commonly understood as the process of forecasting an organizations future

demand for, and of, the right type of people in the right number. It is only after this

that HRM department can initiate a recruitment and selection process. HRP is the

sub-system in the total organizational planning.

In Raintree HRP is important for:

The future personnel needs

To cope up with change

To create highly talented personnel

For the protection of weaker sections

For the international expansion strategy of the company

It is the foundation for personnel functions

The list is infact never ending. HRP actually has become an inevitable part of HRM

process.


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The HRP Process

OrganizationalObjectives & Policies

HR Demand Forecast HR Supply Forecast

HR Programming

HRP Implementation

Control and

Evaluation of Program

Environment

Surplus Shortage


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JOB ANALYSIS

In order to achieve effective HRP, the duties involved and the skills required

for performing all the jobs in an organization have to be taken care of. This

knowledge is gained through job analysis. In simple words, job analysis may beunderstood as a process of collecting information about the job.

In Raintree job analysis involves the following steps:

Collecting and recording job information.

Checking the job information for accuracy.

Writing job description based on the information.

Using the information to determine the skills, abilities and knowledge that arerequired on the job.

Updating the information from time to time.


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Fig: Process of Job Analysis

Strategic Choices

Gather Information

Process Information

Job Description

Job Specification

Uses of Job Description and JobSpecification

Personnel PlanningPerformance Appraisal

HiringTraining & DevelopmentJob Evaluation &

CompensationHealth & SafetyEmployee DisciplineWork Scheduling


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Job AnalysisA Process of Obtaining all Pertinent Job Facts

Job DescriptionA statement containing itemssuch as

Job title Location Job Summary Duties Machines, tools &equipment Materials & form used Supervision given or received Working conditions

Hazards

Job SpecificationA statement of human qualificationsnecessary to do the job. Usually containssuch items as

Education Experience Training Judgement Initiative Physical efforts & Physical skills Responsibilities Communication skills Emotional characteristics Unusual sensory demands such assight, smell, hearing.


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JOB DESIGN

Job design is a process of determining the specific tasks and responsibilities to becarried out by each member of the organization. In simple words, the logical

sequence to job analysis is job design. Job analysis provides job-related data as well

as the skills and knowledge expected of the incumbent to discharge the job. Job

analysis, then, involves conscious efforts to organize tasks, duties and

responsibilities into a unit of work to achieve certain objectives.

Fig: Factors Affecting Job Design

Feedback

Organizational FactorsCharacteristics of task Work flowErgonomicsWork practices

Environmental FactorsEmployees abilities andavailabilitySocial and cultural

expectations

Behavioural FactorsFeedback AutonomyUse of abilitiesVariety

JobDesign

Productive &satisfying job


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Fig: Job Description and Job Specification in Job Analysis

Role of Human Resource Department

The human resources departments role in job design is usually indirect,

although job design influences almost every aspect of human resources

management. The department diagnoses organizational problems that suggest job

redesign, incorporate information on job design in training and management

development programs, and help plan job redesign programs to ensure that sound

human resources policies and practices are developed. Further, the department is

needed to prepare to modify job descriptions and job specifications and to modify

recruitment, selection, training, compensation and other practices to be consistent

with any job redesign program.

RECRUITMENT

In simple terms, recruitment is understood as the process of searching for and

obtaining applicants for jobs, from among whom the right people can be selected.

Recruitment is the process of finding qualified people and encouraging them to

apply for work with the firm.


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Recruitment Process

HR practices its function in each and every stages of recruitment. The processcomprises five interrelated stages, viz.

(i) Planning,

(ii) Strategy development,

(iii) Searching,

(iv) Screening,

And

(v) Evaluation and control.

The function of HR is to make the selection procedure an ideal one. The ideal

recruitment programmed is the one that attracts a relatively larger number of

qualified applicants who will survive the screening process and accept positions with

the organization, when offered.


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Recruitment Process


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SELECTION

Selection is a process of picking individuals (out of the pool of job applicants) with

requisite qualifications and competence to fill jobs in the organization. Differenthotels apply different methods and procedure for recruitment as well as selection. It

basically depends on the management policies and the size of operation.

External Environment

Internal Environment

Selection TestPreliminary Interview Employment Interview

Physical Examination Selection Decision Reference & BackgroundAnalysis

Job Offer

Employment Contract

Evaluation

R A

R A

R A

RA: Rejected Applicants


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TRAINING AND DEVELOPMENT

Training and development activities are designed in order to impart specific

skills, abilities and knowledge to employees.

Effective training is basic ingredient of success in the hotel industry. The

concept of training is endorsed my most managers in the hotel industry, yet

managers often give little thought to the training function in the context of their own

business or departmental responsibilities until something goes wrong! One of the

main problems in hotel industry is that investment in training and development of

employees is a reactive process for many companies. Frequently, training and

development arises as the result of significant change in the operational environment

or as a consequent of crisis such as staff turnover or major departmental problems.

Training is then used to cope with the immediate difficulty. This process may be

proved costly to hotel. Whereas development refers to learning opportunities

designed to help employees grow and evolve a vision about the future.


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The Training Process

Assessing Training Needs

Preparing the Training Plan

Specifying Training Objectives

Designing the Training Programs

Selecting the Instructional Methods

Completing the Training Plan

Conducting the Training

Evaluating the Training

Planning Further Training


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PERFORMANCE APPRAISAL

Performance appraisal refers to the assessment of an employees actual performance,

behaviour on jobs, and his or her potential for future performance. It is done

generally for the purpose of assessing training needs to employee, to effect his

promotions and to give him pay increase, retention or termination.

Though there are different methods of performance appraisal available . Raintree

adopts graphic rating scale method.


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Graphic rating scale form of Raintree employees:-

Employee Name: ................... Job title : .................

Department: ......................... Rate : ..............

Quantity of work:Volume of work under

normal workingconditions

Unsatisfactory Fair Satisfactory Good Outstanding

Quality of work: Neatness, thoroughnessand accuracy of work Knowledge of jobA clear understandingof the factors connectedwith the jobAttitude: Exhibitsenthusiasm andcooperativeness on the

jobDependability:Conscientious,thorough, reliable,accurate, with respectto attendance, reliefs,lunch breaks, etc.Cooperation:Willingness and abilityto work with others to

produce desired goals.


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From the graphic rating scales, experts can be obtained about the performancestandards of employees. For instance, if the employee has serious gaps in technical-

professional knowledge (knows only rudimentary phases of job); lacks theknowledge to bring about an increase in productivity; is reluctant to make decisions

on his own (on even when he makes decisions they are unreliable and substandard);declines to accept responsibility; fails to plan ahead effectively; wastes and misusesresources; etc., then it can safely be inferred that the standards of the performance of the employee are dismal and disappointing.

The rating scale is the most common method of evaluation of an employees performance today. One positive point in favor of the rating scale is that it is easy tounderstand, easy to use and permits a statistical tabulation of scores of employees.When ratings are objective in nature they can be effectively used as evaluators. Thegraphic rating scale may however suffer from a long standing disadvantage, i.e., itmay be arbitrary and the rating may be subjective. Another pitfall is that eachcharacteristic is equally important in evaluation of the employees performance andso on.


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WELFARE ACTIVITIES

There are 2 types of welfare activities offered to the employees of Raintree . Theyare as follows

Extra mural activities- facilities provided outside the hotel. Intra mural activities - facilities provided inside the hotel e.g. medical,

fringe benefits etc.

Others welfare activities: -

1. Employments follow up comfort and awareness.2. Service loans and insurance.3. Employee management services counseling, Safety committee.

Under welfare activities Raintree offers 5 kinds of various benefits to its employees.They are follows:-

Security benefits. Health care benefits. Retirement benefits. Recreational benefits. Time off benefits.


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PAYROLL

INTRODUCTON TO PAYROLL :-A wage or monetary compensation paid to an employee for the service rendered

by him or her.Or

Payroll is a process to manage employees Salaries, Net pay tax deductions andtheir holiday pay .

Introduction of Hotel Industry

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