A

Project Report
On

Human Resource Functioning in

Hotel Holiday Inn

IN PARTIAL FULLFILLMENT OF THE REQUIREMENT

FOR THE B.B.A DEGREE PROGRAMME OF UTTARPRADESH

DR. BHIM RAO AMBEDKAR UNIVERSITY AGRA

Session-2006-2009
Submitted To Submitted By
Mrs. Nimeesha Pathak Yogita
B.B.A 6th SEM
Roll No- 4568

ANAND ENGINEERING COLLAGE

KEETHAM, AGRA
 PREFACE
The Annual Report is an integrating part of B.B.A. course.

During the course of training the trainees are expected to use

and apply their academic knowledge and gain a valuable

insight into corporate culture with all its environmental

operational complexities. The said training offers valuable

opportunities to the trainees to meet their academic

knowledge with real world situation.

I undertook the said training at “Human Resource

Functioning in Hotel Holiday Inn ". During the training, I

visited each department of the Hotel and concentrated my

training in Human Resources department where my focus was

on understanding the various policies & procedures followed

during training and development of employees and their

impact on various employees.

In this report, I have put my best efforts to compile the

information to the highest level of accuracy.

Yogita
 ACKNOWLEDGEMENT
I am deeply indebted to general Manager of Hotel

Holiday Inn, Agra. Who has permitted me for Training and to

gather data of this Organization, which is necessary for my

report.

I will take this opportunity to express my gratitude

towards Mr.Rajendra Prasad (Human Resource Manager) Mr.

Sanjay Marwah (Finance Manager), Mr.S.D.Arora (Asst.Finance

Manager) and Mr. Surinder Dadhwal (F&B Controller) Hotel

Holiday Inn for sparing some of their precious times. During

the training period their detailed and valuable information had

molded the study in the present format.

I would also like to thank Mr. Rajesh Kumar Singh (Human

Resource Supervisor) Mr. Yogendra Sharma (Accountant) and

all others for their guidelines in my training. They have also co-

operated me in training. They have also helped me in matter

collection.
 Especially I would like to thank Mrs Nimeesha Pathak and

(Placement Co-coordinator) Annand Engg. College, Farah

Mathura for providing this opportunity.

(YOGITA)

DECLARATION

I hereby declare that the project entitled “Human Resource

Functioning in Hotel Holiday Inn” submitted for the Degree
of Bachelor Of Commerce is my original work and the project
has not formed the basis for the award of any degree, diploma,
associate ship, fellowship or similar other titles. It has not been
submitted to any other university or Institution for the award of
any degree or diploma.
Place: Signature of the student

Date: Name: Yogita

Roll No.- 4568

CERTIFICATE

Certified that the project “Human Resource

Functioning in Hotel Holiday Inn”. Is a work done by

Yogita during the period of her study under my guidance, and

that the project has not previously formed the basis for the

award of any degree, diploma, associate ship, fellowship or

similar other titles and that it is an independent work done by

her.

Signature of the Guide __________________

Place: AGRA Name: Mrs. Nimeesha Pathak

Date:

CONTENTS

 About Holiday Inn

 Aim Of The Organization

 Objective Of The Study

 History of Hotel Holiday Inn

 Policies & Crevice Offered

 Introduction

1. Factors Influencing Recruitment

2. Process of Recruitment

3. Theory’s regarding Recruitment

 Introduction

 Distinction Between Training And Development

 Principles Or Concepts Of Training Followed in Hotel Holiday Inn

 How To Make Training Effective

 Who is who at Holiday Inn Agra

 Address of Hotel Holiday Inn In India.

 Department of Hotel Holiday Inn

 Personnel Department

1. Finance Department

2. House Keeping Department

3. Marketing & Sales Department

4. Store Department

5. Front Office

6. Food & Beverages Department

 Research Methodology

 Conclusion

 Questionnaire

 Bibliography
 INTRODUCTION
Training and development programme are necessary in

any organization for improving the quality of work of the

employees at all levels, particularly in a world of fast changing

technology, values and environment.

Successful candidates after being recruited and selected

for the jobs need training to perform their duties effectively.

Workers must be trained to operate machines, reduce scrap &

avoid accidents. It is not only the workers who need training.

Supervisors, managers and executives also need to be

developed in order to enable them to grow and acquire

maturity of thought and action. Training and development

constitute an ongoing process in any organization.

In the Hotel Holiday Inn each and every candidate after

being selected are given on the job training so to enable them

to understand their duties well and give their best in future.

 DISTINCTION BETWEEN TRAINING AND
DEVELOPMENT

A formal definition of training and development is "It is

any attempt to improve current or future employee's

performance by increasing an employee's ability to perform

through learning, usually by changing the employee's attitude

or increasing his or her skills and knowledge. The need for

training and development is determined by employee's

performance deficiency, computed as follows:-

Training and development need = Standard

performance - Actual performance

Training: Training is short-term process utilizing a

systematic and organized procedure by which non-managerial

personnel learn technical knowledge and skills for a defined

purpose.

Development:- Development is a long term educational

process utilizing a systematic and organized procedure by

which managerial personnel learn contextual and theoretical

knowledge for general purpose.

The difference may stated as;

Learning Dimensions Training Development

Who? Non -Managerial Managerial Personnel

personnel

What? Technical and Theoretical,

Mechanical-

operations Conceptual Ideas

Why? Specific Job related General knowledge

purpose

When? Short -Term Long - Term

IMPORTANCE OF EMPLOYEE TRAINING

To Increase Productivity:- Instructions can help employees

increase their level of performance on their present

assignment. Increased human performance often directly leads

to increased operational productivity and increased company

profit. Again increased performance and productivity because

of training, are most evident on the part of new employee who

are not yet fully aware of the most efficient and effective ways

of performing their job.

To Improve Quality: Better-informed workers are less

likely to make operational mistakes. Quality increases may be

in relationship to a company product or service.

 To Help a Company Fulfill Its Future Personnel

Needs: Organizations that have a good internal educational

programme will have to make less drastic manpower changes

and adjustments in the event of sudden personnel alterations.

When the need arises, organizational vacancies can more

easily be staffed from internal sources if a company initiate

and maintains an adequate instructional programme for both

its non supervisory and managerial employees.

To Improve Organizational Climate: An endless chain

of positive reactions results from a well-planned training

programme. Production and product quality may improve

financial incentives may then be increased.

To Improve Health and Safety: Proper training can

help prevent industrial accidents. A safer work environment

leads to more stable mental attitudes on the part of

employees.

Obsolescence Prevention: Training and development

programme foster the initiative and creativity of employee and

help to prevent manpower obsolescence, which may be due to

age, temperament or motivation, or the inability of a person to

adapt himself to technological changes.

 Personal Growth: Employees on a personal basis gain

individually from their exposure to educational experiences.

PRINCIPLES OR CONCEPTS OF TRAINING

FOLLOWED IN HOTEL HOLIDAY INN

Since training is a continuous process and not a one shot

affair and since it consumes time and entails much

expenditure, it is necessary that training programme or policy

should be prepared with great thought and care, for it should

serve the purposes of the establishment as well as need of

employees. Moreover, it must guard against over-training, use

of poor instructions, too much training in skills, which are

unnecessary for a particular job, inadequate tools and

equipment and over reliance on one single technique-e.g. on

slides, pictures or lectures.

Certain general principles considered while organizing a

training programme are as follows:

(1) Trainees in work organizations tend to be most

responsive to training programmes when they feel the need to

learn, i.e. the trainee will be mere eager to undergo training if

training promises answer to problem or needs he has as an

employee.

(2) Learning is more effective where there is

reinforcement in form of rewards and punishments i.e.

individuals do things that give pleasure and avoid things that

give pain.

(3) In the long run, awards tend to be more effective for

changing behavior and increasing one's learning than

punishments.

(4) Rewards for the application of learned behavior are

most useful when they quickly follow the desired performance.

 (5) The larger the reward for good performance following

implementation of learned behavior; the greater will be the

reinforcement of the new behavior.

(6) Negative reinforcement, through application of

penalties and heavy criticism following inadequate

performance, may have a disruptive effect upon the learning

experience of the trainee than positive reinforcement.

(7) Training that requests the trainee to make changes in

his values, attitudes and social beliefs, usually achieves better

results if trainee is encouraged to participate, discuss and

discover new desirable behavior norms.

(8) The trainee should be provided with feedback on the

progress he is making in utilizing the training he has received.

(9) The development of new behavior norms & skills is

facilitated through practice and repetition. Skills that are

practiced often are better learned and less easily forgotten.

(10) The training material should be made as meaningful

as possible, because if the trainee understands the general

principles underlying what is being taught, he will probably

understand it better.
 THE TRAINING PROCESS IN HOTEL HOLIDAY INN

Discovery or Identifying Training Needs

Devising a Training Development Programme

Who are the trainees?

Who are the trainers?

What methods &

techniques?

What should be the level of

training?

What principles of

learning?

Where to conduct the

programme?

Implementation of Training & Development Programme

Evaluation of the Programme

THE TRAINING PROCESS

1. Discovery or Identifying Training needs:

 William Berliner and William Mc Larne say that

discovering training needs involves five tasks:

Task Description Analysis

(a) List the duties and responsibilities or tasks of the job

under consideration, using the job description as a guide.

(b) List the standards of work performance on the job.

Determining Training Needs

(c) Compare actual performance against the standards.

(d) Determining what parts of the job are giving the

employee trouble- where is he falling down in

his performance?

(e) Determine what kind of training is needed to

overcome the

specific difficulty or difficulties.

Training needs can identified by following ways-

- Identifying Specific Problems

- Management Requests

- Interviewing & observing the Personnel on the job

- Performance Appraisal
 - Questionnaires

2. Devising a Training and Development

Programme:

(a) Who are Trainees?

Trainees should be selected on the basis of on self-

nomination, recommendations of the supervisors or by the HR

department itself.

(b) Who are Trainers?

Training & Development programmers may be conduct by

several people, including following:

(a) Immediate supervisors,

(b) Co- workers, as in buddy systems,

(c) Members of the personnel staff,

(d) Specialist in other parts of the company,

(e) Outside consultants,

(f) Industry associations,

(g) Faculty members at universities.

Who among these are selected to teach, often depends

on where the programme is held and the skill that is being

taught for example, programmes teaching basic skills are

usually done by the members of the HR department or

specialists in other departments of the company on the other

hand, interpersonal & conceptual skills for managers are

taught at universities.

(c) Training & Development

Methods/Techniques:

# On the Job Techniques: Virtually every employee

from the clerk to company president, gets some "on the job

training" when he joins a firm. On the job training is conducted

at the work site and in the context of the job.

Various "On the Job Techniques for "Executive

Development" are as follows:

1. Coaching Method: It is used in developing

managerial thinking processes as well as operative skills. In

these immediate superior guides the subordinates about

various ways, methods, and skills to do the job, also help the

trainee by providing periodic reviews of his progress.

2. Job Rotation: This consists of systematic and

coordinated effort to transfer an executive from job to job and

plan to plan. This method provides a great deal of job

experience for those who are potential executives who need

broadening of outlook and an increased understanding of the

various aspects of management. The emphasis is on

diversified instead of specialized skills and knowledge.

3. Understudy Assignment: An 'Understudy' is a

person who is under training to assume, at a future time, the

full duties and responsibility of the position currently held by

his superior. In this way, it is ensured that a fully trained

person is available to replace a manager during his long

absence or illness or on his retirement, transfer or promotion.

Various "on the Job Training Methods for

Employees" are as follows:

1. Job Instruction Training: This method is very

popular for preparing supervisor to train operatives. The actual

training follows a four-step process beginning with (i)

preparing of the trainee for instruction. This includes putting

him ease, emphasizing the importance of the task and giving a

general description of job duties and responsibilities (ii)

presentation of the instructions, giving essential information in

a clear manner (iii) having the trainee try out the job to show

that he has understood the instructions (iv) encouraging

questions and allowing the trainee to work along and the

trainer follows up regularly.

# OFF THE JOB TECHNIQUES

Off the job techniques are used away from the work

place. It is not a part of every day job activity.

1. Lectures: Lecture is a verbal presentation of

information by an instructor to a large audience. Lectures are

regarded as one of the simplest ways of imparting knowledge

to the trainees; especially facts, concepts or principals,

attitudes, theories and problem solving abilities are to be

taught.

2. Programmed Instruction: This is a method where

training is offered without the intervention of a trainer.

Information is provided to the trainee in blocks, in a book form

of through a teaching machine.

3. Simulation: Simulation is technique, which duplicates,

as nearly as possible the actual conditions encountered on a

job. The vestibule training method or business game method is

examples of business Simulations.

4. Role -playing: Generally focuses on emotional

(mainly human relations) issues rather than actual ones. The

essence of role-playing is to create a realistic situation, as in a

case study and than have the trainees assume the parts if

specific personalities in the situation.

5. In Basket Method: This method emphasizes the

necessity for skills in decision-making and ability differentiates

the significant from the important. The trainee is presented

with a situation where he must take over for manager who is

absent. He is provided with an in-basket full of materials with

which he must deal. These materials may be phone calls,

meeting, orders to make and other demands, which

supposedly duplicate the tasks he would face, if he were

holding such a position.

(d) What should be the level of Learning?

There are three basic levels of learning. At the lowest

level, employee or potential employee must acquire

fundamental knowledge. This means developing a basic

understanding of a field and becoming acquainted with the

language, concepts and relationships involved in it.

The goal of the next level is skills development or

acquiring the ability to perform in a particular skill area.

 The highest level aims at increased operational

proficiency. This involves obtaining additional experience and

improving skills that have already been developed.

(e) What Principles of Learning?

Training and development programmes are more likely to

be effective when they corporate the following principle of

learning.

1. Employee motivation

2. Recognition of individual differences

3. Practice opportunities

4. Reinforcement

5. Feedback

(f) Where to Conduct Training Programme?

A final consideration is where the training and

development programme is to be conducted i.e.

-At the job itself

-On the site but not the job

-Off the job

3. Implementation of Training & Development
Programme

Once the training programme has been designed, it

needs to be implemented. Implementation is best with certain

problems: In the first place, most managers are action oriented

and frequently say they are too busy to engage in addition to

possessing communication skills, the trainers must know the

company's philosophy, its objectives and the goals of the

training programme.

Programme implementation involves action on the

following lines:

1. Deciding the location and organizing training and other

facilities.

2. Scheduling the training programme.

3. Conducting the programme.

4. Monitoring the progress of trainees.

4. Evaluation of the Programme

The last stage in the training and development process is

the evaluation results. Since huge sums of money are spent on

training and development how far the programme has been

useful must be judged/determined. Evaluation helps determine

the results of training and development programme.

# Principles of evaluation:

Evaluation of the training programme must be based on

the following principles:

(i) Evaluation specialist must be clear about the goals

and purposes of evaluation.

(ii) Evaluation must be continuous.

(iii) Evaluation must be specific.

(iv) Evaluation must provide means and focus for trainers

to be able to appraise themselves, their practices and their

products.

(v) Evaluation must be based on objective methods and

standards.
 HOW TO MAKE TRAINING EFFECTIVE?

Action on the following lines needs to be initiated to make

training practice effective:

1. Ensure that the management commits itself to allocate

major resources and adequate time to training.

2. Ensure that the training contributes to competitive

strategies of the firm. Different strategies need different skills

for implementation.

3. Ensure that comprehensive and systematic approach

to training exists, and training and retraining are done at all

levels on a continuous and ongoing basis.

4. Make learning one of the fundamental values of the

company. Let this philosophy percolate down to all employees

in the organization.

5. Ensure that there is proper linkage among

organizational, operational and individual training needs.

 6. Create a system to evaluate the effectiveness of

training.

OBJECTIVE OF THE STUDY

The main of this is to gain into the operation and to have

knowledge about the HR function in a well-established

organization. Holiday Inn being the world's largest single hotel

brand was taken up for this purpose and the study was

conducted with a view:-

 To have an idea about the recruitment and selection

process

of the industries in which the hotel is following.

 To have an overall view of the organization in terms of

history, growth services and organization structure.

 To assess the role of human resources in hotel.

 To take the decisions regarding the balance of the

qualitative

dimensions of the world recruit.

 To analyze the S.W.O.T. analysis of the personal

department

for recruitment and selection.

 To analyze the policies of recruitment and selection in the

hotel.

 To know the importance of the recruitment and selection

in
the hotel.

NEED OF THE STUDY

 Recruitment makes it possible to acquire the number and

types of people necessary to ensure the continued

operation of the organization.

 It helps the employer to find out the right person for the

job.

 The selections process determines whether an applicant

meets the qualifications for the specific job and to

choose the applicant who is most likely to perform well in

the job.
 Selection is reliable predicator of how well an individual

is likely to perform in the job.

 Recruitment establishes of confirms an applicant

competence for a job.

INTRODUCTION
Recruitment is a Linking Function together those with jobs
to fill and those seeking jobs. Recruiting is the discovering of

potential applicants for discovering of potential applicants for

actual or anticipated organizational vacancies. In simple terms

recruitment applies to the process of attracting potential

employees to the organization or to the company some

definitions of recruitment are:-

 "Recruitment is the process of searching for prospective

employees and stimulating them to apply for jobs in the

organization"

"Recruitment is the process of finding and attracting

capable applicants for employment. The process beings when

new recruits are sought and ends when their applications are

submitted. The result is a pool of applicants from new

employees are selected".

Though theoretically, recruitment process is to end with

the receipt of applications, in practice the activity extends to

the screening of applications so as to eliminate those who are

not qualified for the job.

FACTORS INFLUENCING RECRUITMENT

External Factors Internal

Factors

Labour Size of market the

 firm

Unemployment

RecruitmentratePolicy

Image

Growth and expansion

External Factors:-

The external factors of recruitment are as following-

Labour Market:-

Labour market conditions in a local area are of primary

importance in recruiting for most non managerial Supervisory

and middle management positions.

Unemployment Rate:-

When the unemployment rate in a given area is high, the

company's recruitment process may be simpler. The number of

unsolicited applicants is usually greater and the increased size

of the labour pool provides better opportunities for attracting

qualified applicants, on the other hand as the employment rate

drops, recruiting efforts must be increased and new sources

explored.

Image:-
 The company image also matters in attracting large

number of job seekers. Good companies attract large number

of applications.

Internal Factors:-

The internal factors of recruitment are as following:-

Size of the firm:-

Size is of the firm is internal factor having its influence on

the recruitment process. An organization with one hundred

thousand employees will find recruiting less problematic than

on organization with just one hundred employees.

Recruitment Policy:-

On such internal factors is the recruiting policy of the

organization. Most organization have a policy on recruiting

internally (from outside the organization) generally the policy

is to prefer internal sourcing as own employees kwon the

company well and can recommend candidates who fit the

organizations culture.

Growth and expansion:-

Growth and expansion of the organization also affects the

recruitment process.
 THEORIES REGARDING RECRUITMENT

Recruitment is a two way street it takes a recruiter and

recruitee just as the recruiter has a choice whom to recruit and

whom not so also the prospective employee has to make the

decision if he should apply for that organization job. The

individual makes this decision usually on three different basis,

the objective factor, critical contact and subjective factor.

"The objective factor theory views the process of

organizational choice as being one of weighing and evaluating

a set of measurable. Characteristics of employment offers such

as pay, benefit, location, opportunity for advancement, the

nature of the work to be performed and educational

opportunities.

"The critical contact theory suggests that the typical

candidate is unable to make a meaningful differ differentiation

of organization's offers in terms of objective or subjective

factors because of his limited or very short contact with the

organization. Choice can be mode only when the applicant can

readily perceive the factors such as the behaviour of the

recruiter, the nature of the physical facilities, and the

efficiency in processing proper work associated with the

application.
 "The subjective factors theory emphasises the

congruence between personality patterns as the image of the

organization i.e. choice are made or a highly personal and

emotional basis".

PROCESS OF RECRUITMENT

The Recruitment process consists of the following steps:-

1. Recruitment process generally begins when human

Resource department receives requistion for recruitment from

any department of the company. The human resource

requistion contains details about the position to filled, number

of persons to be recruited, the duties to be performed,

qualification required from the candidate, terms and conditions

g employment and the time by which the person should be

available for appointment.

2. Locating and developing the sources of required

number and type of employees.

3. Identifying the prospective employees with required

characteristics.

4. Communicating the information about the

organization, the job and the terms and conditions of service.

 5. Encouraging the identified candidates to apply for

jobs in the organization .

6. Evaluating the effectiveness of recruitment process.

Recruitment process begins with initial screening of

applications and applicants. The elements of recruitment

process along with the place of recruitment in the procurement

functions. Recruitment refers to the process of identifying and

attracting job seekers to build a pool of qualified job

applicants. The process comprises inter related stages

planning, strategy development searching, screening and

evaluation and control.

Recruitment Planning:-

The first Stage in the recruitment process in planning

involves the translation of likely job vacancies and information

about the nature of these jobs into a set of objective or targets

that specify the (i) number (ii) type of applicants to be

contacted.

Numbers of Contacts:-

Organization nearly always plan to attract more

applicants that they will hire. Some of those contacted will be

uninterested, unqualified or both each time a recruitment

programme is contemplated one task is to estimate the

number of applicants necessa.

REVIEW OF INDIAN HOTEL INDUSTRY

India as a business cum conference center is rapidly

gaining worldwide attention. This is due in part to the

numerous joints ventures that have been initiated between

Indian businessmen with joint participation from overseas, as

well as to several international industrial fairs that the country

has hosted.
 The visiting business executive can expect all the

facilities he is used to in his home country. All major hotels

throughout India have business centers, which provide

secretarial services, translation & interpretation facilities, fax,

e-mails, Internet, computer, office rooms & conference rooms

to seat anywhere 6 to 600. In addition, specially designed

floors of major hotels are reserved for the business visitors.

Facilities includes to over a 100 countries worldwide, and

subscription to national & international financial newspaper &

periodicals. On these exclusive floors are lounges where

guests can relax in a congenial atmosphere, to conduct a

formal business discussion in a broad room, with all attendant

facilities of an office.

The range of service that deluxe hotels provide their

business guest include printing personalized stationery

overnight if required, personal butlers, travel assistance,

airport transfers, cell phone rentals, power meals, confirming

business traveler can be discussed in privacy over a drink or a

meal.

Parties or banquet can be specially created for the busy

business traveler. Whether it is a very large reception or a

formal cocktail in your site, you can rest assured your hotel will

live up to even the most discriminating requirements.

Rent a cars are easily available in the country, a facility

that is gradually being extended, and many international rent

a cars companies are represented here, & Indian travel can

also provide cars of all brands.

Most international credit cards find easy acceptance in

the country. Most hotels, restaurant, shops & services outlets

accept credit cards, even in remote tourists or secondary

business destinations.

The back up services are efficient & one can be sure that

no matter what is being done, business hotels will be able to

help us all the way.

 HISTORY
HOLIDAY INN Agra started operating from 19th Dec. 1998

as HoteMARINA. MARINA is a chain of Hotels owned by three

partners namely Mr.S.B. Metha, Mr.R.D. Bhagat and Mr.S.S.

Kohli. Then on 24th Dec. 1999 it turned into Holiday Inn which

is a franchisee of Bass Hotels & Resorts.

An American entrepreneur named KEMMONS WILSON in

Memphis, Tenn., in 1952 operated the first Holiday Inn. It gave

revolutionary service at that time and set a standard for the

hotel industry. After building and financing the first few Holiday

Inn Hotels himself Wilson realized that he himself could not

manage the massive development needed to meet pent- up

customer demand alone. He becomes a pioneer in the

franchise business.

Atlanta - based Bass Hotels & Resorts of the United

Kingdom franchise more than 1,900 hotels and 3,55,000

guestrooms in more than 60 countries around the world.

Holiday Inn is the world's single largest hotel brand. Since the

early 1970s, Bass had been looking for opportunities to expand

outside the brewing business and knew that to truly global, it

had to extend hotel operations beyond its home based, it

selected Holiday Inn because it offered Bass a number of

selling points, not the being its remarkable name recognition.

In Aug. 1989, Bass and Holiday Inn Corporation signed a
conditional agreement completing the Bass acquisition of
Holiday Inn .The sale was finalized on Feb. 7, 1990. Bass
brought a new global focus to the Holiday Inn Agra is built in
1920 square deluxe. It had 145rooms out of which 4 are suite
rooms and rests are deluxe and super deluxe. The architect of
hotel is Mr. Rajendar Nath and interior Mr. Pram Nath from
Mumbai.
SIX CONTINENTS HOTEL & RESORTS
BRAND RANGE
Today hotels under the Bass Hotels & Resorts list from :-

INTER CONTINENTAL:
Corporate & leisure travels enjoy the most luxurious

brand offering superior services.

CORWNE PLAZA:
The upper mid-scale market enjoys luxury facilities here.

HOLIDAY INN BRAND:

Offers Dependable Amenities & Services, value for money

& warm friendly services to the mid-market travelers.

HOLIDAY INN EXPRESS:

Provide the standard level of Holiday Inn comfort & value.

Without a restaurant, long or large meeting facilities.

HOLIDAY INN GARDEN COURT:

Offers the value and standard of Holiday Inn with the

flavour and ambiance of the local market these properties

services.
HOLIDAY INN SELECT:
For the business traveler who prefers the value and

atmosphere of traditional Holiday Inn.

HOLIDAY INN STAY BRIDGE SUITS:

A product for the on-extended stay or seeking spacious

accommodations for work or leisure.

ADDRESSES OF HOTEL HOLIDAY INN IN

INDIA

 Hotel Holiday Inn

16/2/8 SanjayPlace, M.G.road Agra

State-U.P.

 Hotel Holiday Inn-Jaipur

Plot no-1 golimar garden Scheme

Amer road-Jaipur

State-Rajasthan

 Hotel Holiday Inn-Goa

 Mobar Cavelossim Salcete

State-Goa

 Hotel Holiday Inn-Manali

Prini Manali

State-Himachal Pradesh

 Hotel Holiday Inn-Mumbai

Balraj Sahani Margh,JuhuBeach Mumbai

State-Maharashtra

 Hotel Holiday Inn-Suret

Ambica Nike tan Athwalinies, Suret

State-Gujarat

 Hotel Holiday Inn-Gem park Ooty

Sheddon Road Udagamandalam

State-Tamil Nadu
 ABOUT HOLIDAY INN

MISSION STATEMENT
"To be the most preferred & happening hotel, providing value

for money. To exceed guest expectations through professional

services & create a safe and hygienic environment for guests

and employees. People are our guests & we are committed to

their development as professionals in order to enable them

drive profits for owners & shareholders."

AIM OF THE ORGANISATION
 " BUILDING THE WORLD'S MOST PREFERRED PLACE TO

MEET, RELAX AND DREAM "

Following are the objectives of the organization:

 CUSTOMER FOCUS:

This conveys the idea that they will strive hard to provide

the environment & facilities,which guests choose to enjoy for

business & pleasure.

 TEAM WORK:

Employees will cooperate to put in place the mechanics

wherby try to meet one choice for the customers.

 INTERNATIONALITY:

The ethics and culture of hotel transcends national

boundaries, extending to all four corners of the world, and is

clearly focused on the world wide HOSPITALITY INDUSTRY.

 FLEXIBILITY:

It demonstrates flexibility i.e. whether to serve a business

traveler or leisure guest, the hospitality experience should

meet their expectations.

 ASPIRATIONS:
The vision to achieve an unprecedented level of customer
satisfaction & also to realize their personal goals &
development targets. And to maintain positive attitude among
staff.

POLICIES & PROCEDURES

Every organization has its own procedures & policies for

its working. The hotel has many different policies out of which

some of the main are as follows.-----------

 TRAINING POLICY

In this organization, training is provided as per the

requirements. It provides only on the job training. They provide

training to employees as well as to trainee for 6 months. They

provide stipend to them. If trainee wants to continue then he

works on F.T.C (Fixed term contract) for 6-7 months, then

place him into probation period, which is for 3-6 months or 1

year. After the probation period there are possibilities either

the person is confirmed, his period is extended or his service is

terminated.

 HUMAN RESOURCE & DEVELOPMENT POLICY

The foremost principle of H.R is that every individual has

its own worth & dignity & that he should be respected. It goes

recruitment through campus interviews. Then the candidate

are screened by the personnel department & sent to the

concerned department for H.O.D's views, which is then

finalized by the GM. The organization also sees whether the

employees are having job satisfaction or not.

 PROMOTION POLICY

I n this organization, promotion is connected with the

performance appraisal of the employees. Through this right

person is promoted to the right job on the basis of efficiency

rather then on the basis of seniority. And performance

appraisal is done after one year.

 MEDICAL CHECKUP POLICY

 In the hotel industry it is very important for all the

employee to be physically fit & hygienic especially for those

who are directly related to production. And we should make

sure that all the employees are not supposed to have any kind

of disease. For this the medical checkup is done & first aid

facility is provided to employees.

 TRANSFER POLICY

This organization transfers are made both by the

employees willingness as well as the requirement of

management. Here internal transfers are also made from one

department to another as it is a chain of hotels, from one hotel

to another & for this employ's one-year service & N.O.C (No

Objection Certificate) has to be signed.

 FIRE & SAFETY POLICY

Fire & safety measures are must for hotel business. In this

hotel fire & safety classes are meant for all the employs &

after that they have to pass a test on that. Fire exit

&evacuation plan is there. Here smoking is prohibited & fine

has to be paid for smoking Rs. 15 for a time. There are smoke

detectors & emergency system with electronic locking & safety

devices.
 WELFARE POLICY

For the welfare of the staff various facilities are provided

to them like breakfast, meals & tea. Some other welfare

programmers are also conducted for the employees like

employee of the month is given in order to motivate &

nominate the employees & give them reward. Monthly

gatherings are arranged in which the birthdays of the

employees are celebrated & give them half of the k.g

pineapple cake free of cost.

SERVICES OFFERED

The various products & services offered by Holiday Inn

Agra are as follows-------

 LODGING & FOODING;

 There are 145 rooms in the hotel out of which 4 are suite

rooms. The guests are provided with 24 hours rooms' service.

The various room facilities are telephone, Voice Mail, Data

port, Minibar and 24-hour satellite entertainment, news &

Internet connectivity.

 RESTAURANT:

There is two-multi cuisine restaurant and a coffee shop

known as "Olive Garden" & "Curry Center". There are specific

timings for breakfast, lunch and dinner.

 SWIMMING POOL:

There is one swimming pool in the hotel, which is located

at the 1st floor. The guests use it as well as pool membership

is provided to the general public. For them there are two shifts
one in the morning that is from 9:30 to 10:30 and the other in

the evening from 5:00 to 6:00.

 HEALTH CULB:

Health club facility is also provided in this hotel. It is also

used by both guests as well as health club membership is

provided to the general public, all the latest exercisers are

made available over there. The fitness center is also equipped

with steam bath, Jacuzzi and massage.

 BEAUTY PARLOUR:

The guests are also provided with the facility of beauty

parlor in the hotel that it gives latest facilities to the guests.

 CONFERRENCE HALLS:

This is also one of the main services provided by the

hotel. It provides conference halls to business corporate for

there meetings. The halls are fully Air Conditioned and latest

overhead projectors are made available. The Boardroom,

suitable for business meetings, can accommodate 15-40

people.

 TOUR CUSTOMER:

The hotel provides advance services to tour customer.

They book rooms in advance for the tour customer and provide

them 8 better facilities.

WHO IS WHO AT HOLIDAY INN AGRA

S.N. NAME OF THE PERSON DESIGNATION

1. MR. RAHUL VERMA GENERAL MANAGER

2. MR. PANKAJ GUPTA FRONT OFFICE MANAGER

3. MRS. ARUNA ANAND EXECUTIVE HOUSEKEEPER

4. MR. NAVEEN KAUL F & B MANAGER

5. MR.SURINDER DADHWAL F&B CONTROLLER

6. MR. SANDEEP UPADHYAY SALES MANAGER

7. MR.SANJAY MARWAH SR.MANAGER-FINANCE

8. MR. SWAMI DAS ARORA ASST. MANAGER - FINANCE

9. MR. RAJENDRA PRASAD MANAGER-HUMAN RESOURCE

10. MR.S.P.S. CHAWDHARY EXECUTIVE CHEF

11. MR.SUBHASH CHAND SOUS CHEF

12. MRS. ANUBHA RATHORE GUEST RELATON EXECUTIVE

13. MR. KRISHAN MOHAN TARA LOBBY MANAGER

14. MR. MANOJ KUMAR CHIEF ENGINEER

15. MR. ABHIJEET NATH BANQUET MANAGER

.
 H o lid a y In n A g r a O r g a n is a tio n a l C h a r t
G e n e ra l M a n a g e r
( M r. R a h u l V e r m a )

F.O . M a n a g e r E .D .P . H o u s e K e e p in g H . R . M a n a g e r C h ie f E n g i n e e r F & B C o n t r o l l e r S a le s M a n a g e r
S r. F in a n c e M a n a g e r F & B M anager
M r. P a n k a j M r. N e e r a j M rs . A ro o n a M r. R a je n d r a M r. M a n o j M r. S u r e n d e r M r. S a n d e e p
M r. S a n ja y M a r w a h M r. N a v e e n K a u l
G u p ta G u la t i A nand P rasa d K um ar D adhw al Upadhay

A s s t. F in a n c e M a n a g e r H .R . S u p e r v is o r E x e c u tiv e C h e f S a le s E x e c u t iv e
M r. S w a m i D a s s A r o r a M r. R a je s h S .P.S . C h a u d h a r y M r. M a n o j R a i
K u m a r S in g h

S to re In c h a r g e Sous C hef
M r. O m P r a k a s h S h a rm a Subhash C hand
 DEPARTMENTS

 GENERAL MANAGER'S OFFICE

 HUMAN RESOURCE DEPARTMENT

 ENGINEERING DEPARTMENT

 FINANCE DEPARTMENT

 HOUSEKEEPING DEPARTMENT

 SALES & MARKETING DEPARTMENT

 FOOD & BEVERAGES DEPARTMENT

 FRONT OFFICE DEPARTMENT

 STORES DEPARTMENT

 ELECTRONIC DATA PROCESSING (E.D.P.)

PERSONNEL DEPARTMENT

PERSONNEL MANAGER

MR. RAJENDRA PRASAD

SUPERVISOR

MR. RAJESH KUMAR

 INTRODUCTION

Personnel department is a staff department in the

organization. But with in personnel department itself, the

structure is of line type. Being the head of the department

personnel manager has a line authority with in the

department. He may be provided with other staff to assist him

in achieving the objective of the organization. But he is himself

responsible for the acts of his subordinates. Keeping in mind

the size, nature & location of the enterprise & the importance

attached to the personnel functions in the organization.

OBJECTIVES
 The foremost principele of H.R is that every individual

has its own worth & dignity & that should be respected.

The primary objective of this department is the

development of HUMAN RESOURCE. It tends to develop

their skills so that their efficiency is increased.

 Another objective is to provide them such a healthy

environment, which enables him to work with

enthusiasm, feels that his ideas count & his job is

respected.

 Another objective of this department is to motivate the

employee so that feels like having challenging work &

their potential are increased.

 After a particular time period, H.R Department appraises

the performance of the employee to increase the

efficiency.
 POLICY & PROCEDURES

 Recruitment is done through advertisements & walk in

interviews. Firstly the personnel department before

being sent to another department screens the

candidates.

 There is periodic performance appraisal for all the

employees & promotion is linked with that by this weigh

various qualities of the individual.

 Training & development is provided to all the employees

so that their efficiency is increased.

 Various facilities are provided for the welfare of

employees like Meals, Tea etc.
 PERSONNEL FUNCTIONS IN THE
ORGANISATION

PERSONNEL MANAGER

APM APM APM APM

RECRUITMENT JOB
& EVALUATION
SELECTION

 MANPOWER ANALYSIS:

It sees that in which area more manpower is needed &

then fills up those posts. It looks that how efficient the

manpower is & accordingly provides training &

development.

 ARRANGING CAMPUS INTERVIEWS:

As we already know that this department takes the first

step for the recruitment so they arrange campus

interview. And invites the candidates.

 RECRUITMENT & SELECTION:

 Firstly this department interviews the candidate & get

the medical report filled through their doctors then they

are sent to the concerned departments. Then the H.O.D

interviews the candidate after which he is finalized by

the G.M they go for recruitment through adds, walk-in-

interviews, competitions & references.

 SALARY & WAGES:

One of the important functions is to administer the

salary & wages of the entire hotel. They have all the

details of the salary structure of the employees & when

they pass the salary then it is given through accounts

department. And they have employee share contribution

details also.

 PROVIDING TRAINING:

Ones the individual is selected they are given training for

6 months. If performance is not up to mark then it is

extended. Otherwise he is placed into probation period

of 6 months. After this are 3 possibilities that --------- the

Individual is confirmed, or Probation Period is extended,

or the person is terminated.

 MAINTAINING GOOD INTERPERSONNEL

RELATIONS:

This department also works to maintain good relations

among that the employees in the organization so that

they have co-ordination as well as informal structures

are found. Some interesting games are also there.

 DISCIPLINARY ACTIONS:

This department also tries to maintain discipline in the

organization. In case any indiscipline is created then

disciplinary actions are taken.

 HANDLING GREVIANCES OF EMPLOYEES:

This department also listens to all the grievances of

employees & tries to be proactive in solving their

problems so that they can work properly. There is a

suggestion & complaints as well as problems.
 FI NANCE MANAGER
MR.SANJAY
MARWAH

F & B CONTRO
ACCOUNTS PURCHASE S EDP SUPEREVIS
-LLER
-UPERVISOR -OR
EXECUTIVE MR.SURINDER
MR.NEERAJ GULATI
DADHWAL

ACCOUNTANT .GEN CASHIER ASST. ACCT. ASST. ACCT

MR.YOGENDRA MR.VINAY MR. GURU MR.VIPIN KUMAR
SHARMA AGARWAL PRAKASH

ASST. ACCT ASST. ACCT ASST. ACCT

MR.VISHU MR.TEJPAL SINGH
MR.AJAY
MUKHERJEE
KUMAR
 FINANCE DEPARTMENT
OBJECTIVES

The most important objectives of the department can be

stated as follows:

 Maximization of revenues & profits .To target a cross

operating profit that would cover last year's loss &

contribute towards setting off the revenue leakage.

 Minimization of revenue leakage.

 Optimizations of costs or to have minimum costs. To

ensure operational costs & operational expenses is

line with the revenues.

 To have better local administration.

 To have better control on day to day operations so that

every thing is well managed.

 Timely completion of important documents, reports &

financial statements.

 Target receivables aging not exceeding 30 days during

season time.

 Maintaining proper fund/cash flow to meet

supplies/payments requirements.

 Maintaining operational inventories in line with the

occupancy level & not for total capacity.

POLICY & PROCEDURES

 SOME OF THE MAIN POLICIES & PROCEDURES
ARE :

 Regarding payables all bill are posted into the payable

module of the back office system, payments are

processed to suppliers & all supplier accounts are

reconciled & makes provisions as month end to

financials.

 A BI-monthly credit review meeting is held.

 General cashier collects the consolidated income report.

He collects cash sales of the previous day from the

front office & deposits all cash sales, foreign currencies

& traveler cheque.

 Regarding purchase documentation is done, tenders are

called for yearly contracts for daily suppliers & market

surveys are done.

 FUNCTIONS

The main functions of the Account Department are:

 To prepare different computerized report

 Night audit report- Each and every sale of the

hotel

is included in this report according to date,

month
and year.

 Daily flash report-It is the summary of the

night
report.

 Daily tally sales - sale of different department

are
included in this report and than debit and
credit are
checked by tally.
  Daily summary of restaurant - It includes sales
of
different outlets i.e. bar, coffee shop, curry
center,
banquet, room service.

 Sale register- it is a record of sale of whole

month
such as room rent, banquet sale, liquor sale.

 Extract daily sales summary-It is date wise record

of sale.

 Recording the transaction in ledger

 Details of different taxes imposed -

 Luxury tax- It is applicable at @5% on following

services

Room tariff
Telephone
Fax
Photography
Internet
  Trade tax-It is charged @ 12.50 on food at any point
of sale.

 State development tax-They charge 1% S.D.T on

food .The
above tax is applicable in U.P. only.

 Entertainment tax- The above tax is charged on

following
services like music, puppet show, magic show etc or
on
any event performed in the hotel at any point of
sale. The
above tax is charged on total bill @ 6%.

 Service tax- Service tax is charged on following

services
Banquet function

Health club
Swimming pool
Travel desk
Beauty par lour
 And any other services provided to Guest.

 Collection of cash / cheques / credit card form each and

every outlet by general cashier.

 Actual collection received is tally with collection

summary.

 Collection received is deposited in bank on the next day.

 EXECUTIVE HOUSE
KEEPING
MRS.AROONA ANAND

HOUSE KEEPING SR.

SUPERVISIOR
MR.PRACHMNA JAIN

FLOOR DESK ATTENDANT FLOOR

SUPERVISOR KM.SUNITA DHAMI SUPERVISOR
MR. NAZIAM MR. YOGRAJ

ROOM BOYS HOUSE MAN ROOM BOYS ROOM BOYS

HOUSE KEEPING DEPARTMENT

OBJECTIVES
The three objectives of this department are:

 The first objective is the maintenance of this hotel. It

looks that everything in the hotel is properly managed &

is perfect.

 The second objective is to ensure cleanliness. It ensure

that everything is properly cleaned or not & is hygienic

or not.

 And the last objective is to have minimum costs by reducing

the wastage if items.

POLICY AND PROCEDURES

THE THREE POLICIES OF THE HOUSEKEEPING
DEPARTMENT ARE :

 To keep the privacy of the guests. For this " DO NOT

DISTURB " card system is there, if the guest puts the

D.N.D card on the door then the housekeeping

department does not go for cleaning in that room

without the guest's permission.

 The second policy is to have proper & prompt telephone

receiving because this is the controlling center in the

hotel.

 The third policy is to have proper key control. For this

worthy persons have to be kept because the key of all this

departments are in this place.

FOUCTIONS
THE MAIN FUNCTIONS OF THIS DEPARTMENT
ARE:

 PROVIDING UNIFORM:

The employees are provided with uniform by this

department. There are three sets of uniform for all the

employees & pair of shoes. When the employee comes

in the morning Uniform is handed over to him 15

minutes before the duty starts. After the duty finishes

that set is sent for laundry & the next day another set is

given.

 LAUNDRY:

The laundry in given on contract basis. Yearly contracts

are given to those who offer quality & minimum cost. At

the desire of the guests this department sends there for

laundry to those whom contract has been given.

 REPAIRING:

After receiving the laundry the uniforms & the guest's

clothes are repaired by the tailor if needed like putting

buttons & making other small repairs.

 INVENTORY IN EACH MONTH:

Each month inventory & for this three registers are

maintained.

o Maintenance register

o Discard register

o Stock register

In the first register all about maintenance is recorded in

a month like any electrical all the scraps are records &

that which has been made out of use. In the third ones

the position of stock is recorded like various items are

provided in the rooms like towels etc.

 RECEIVING GUESTS CALLS:

If the needs anything then he calls at the control desk.

The desk attendant properly attends all the messages &

their requirement are full-filled.

 MAINTENANCE OF THE ORGANISATION:

For this whole of the hotel is divided into three parts:

o Basement

o Outside gardens
 o Rooms cleaning

For all the offices & other parts of the hotel floor men are

there who clean it. There are gardeners for maintaining

the outside gardens & there are room boys who clean

the rooms.
 MARKETING & SALES DEPARTMENT

OBJECTIVES:

" To increase sales & promote this hotel & this is done

through advertising in newspaper etc. Thus the most important

objective of this department is to promote this hotel & make it

more famous & renowned."

 POLICY & PROCEDURES

THE MAIN POLICIES OF THIS DEPARTMENT ARE:

 The first policy is to maintain good public relations. This

helps to promote the hotel in an important way. They

should have good relations with travel agencies &

business corporate.

 The policy is to give periodic advertisement of the hotel

like in newspaper, pamphlets, & magazines.

 And the last policy is to render good services to the

customers because if the hotel is providing quality of

services then the hotel will automatically be promoted.
SALES MANAGER

MR.SANDEEP
UPADHYA

ASSTT. SALES

MANAGER
MR.MANOJ RAI
FUNCTIONS

As the objective states, the main function of this department is

to increase the sales, there are two types of sales or we can

say that they work through two things.

 UNIT SALES

 REGIONAL OFFICE & SALES

For both they go for: -

 CO-OPERATE CALLS:

The calls of big business houses increase their sales as

the companies go for conferences, meeting & business

tours. Some companies often have their all India

meeting.

 TRAVEL AGENCIES:

They also go to travel agencies in order to increase their

sales. These travel agencies have many tours conducted

 & many groups & people on business tour from abroad &

within the country so the hotel gets bookings.

 ADVERTISING:

As we all know that advertising is one of the most

important tools of marketing so they primarily go for this

in newspaper, pamphlets, magazines etc in order to

increase their sales.

 PRIORITY CLUB MEMBERSHIP:

In order to promote this hotel the marketing department

has introduced various loyalty programs like the priority

club membership that can be obtained by any traveler.

The members get reservation & rooms & other services

on priority basis in all the branches of this hotel.

 STORE DEPARTMENT

OBJECTIVES

Objectives of the stores can be divided into two:

 PRIMARY

 SECONDARY

 PRIMARY OBJECTIVES:
 The foremost objectives of the stores are to have

minimum cost. For this day go for market survey &

whoever is offering the minimum cost receive the

tender.

 The second objective is to maximize the revenues or the

profits by reducing the lead-time & by reducing the store

out of material, not issuing excess material so that it is

wasted. Lead-time is the time between placing the order

& receiving the material.

 Another objective of this department is co-ordinating

among all departments in the organization so that they

work in the same direction to develop the hotel.

 Another one is having a safety zone stock of goods,

which can be used, in case the goods when ordered are

not received on time.

 SECONDARY OBJECTIVES

In this the first objective is to maintain with the suppliers

so that there is no problem in dealing with them and the

work properly goes on.

 And the last objective is to provide best quality products

to products to the hotel

POLICY & PROCEDURES

The various policies are:

 The first policy is of profit making or having maximum

profits by having optimum costs, reducing the lead-time

and reducing the waste of material.

 To provide best quality products in the hotel, which

match the remarkable quality of the hotel.

 And the last policy is to ensure continuity by creating a

safety zone, stock of goods, which can be used, incase

the goods when ordered are not received on time.

 PURCHASE
OFFICER

STOER ASST.
MR.OMPRAKASH
SHARMA

STOREHELPER STORE HELPER

MR.SANJEEV MR. JITENDRA KUMAR
KUMAR
 FUNCTIONS

THE MAIN FUNCTIONS OF THIS DEPARTMENT

ARE:
 PLACING PURCHASE ORDER:

This is the first function of stores. That which goods are

required in the hotel & what is their stock position. The

goods which are out of stock & which are specially

demanded by the departments are ordered by them to

meet their requirements.

 RECEIVING:

After placing the order, the second function of this

department is receiving those goods. The store opens a

goods onward sheet & sees that the right quality & right

quantity has been delivered or not. It looks that the

goods received are satisfaction & up to the expectations.

 POSTING IN LEDGERS:
 After receiving the goods, their entries are made in

various ledgers. These ledgers contain the quantity

received & qty. in stock on a particular date. Different

ledgers are maintained for different goods like for:

 Tinned food & bottle items

 Housekeeping

 Grocery

 Printing & stationery

 Cookery & cutlery

 Engineering items

 ISSUING:

The fourth function of this department is issuing these

goods to the different departments are per the

requirements. And weekdays are fixed for the entire

department for issuing them, but for the kitchen daily

hours are set. After issuing this is also recorded that

what & how much is issued.

 SALES OF SCRAP:

This is the last function of this department. At the end of

the month, the store in charge sees that waste material

 are there & sell those items like packing boxes, empty

bottles etc.

F r o n t O f f i c e M a n a g e r
( M r . P a n k a j G u p t a )

L o b b y M a n a g e r
( M r . K r i s h a n M o h a n T a r a )

G u e s t R e l a t i o n E x e c u t i v e
( M r s . A n u b h a R a t h o r e )

F r o n t O f f i c e S u p e r v i s o r
( M r . A m i t K u m a r )

F r o n t O f f i c eF r o n t O f f i c e C a p t i o n b e l Tl e l e p h o n e
A s s t A s s t D e s k O p e r a t o r
C a s h c o u n t Me r i s s L o v e lS y a n j a y D o n e Rr i aa v i n d r a
M r . T r a i n i P r a s K a ad u r

B e l l b o y s
J o s e f
FRONT OFFICE
THE MAIN FUNCTIONS OF THIS DEPARTMENT
ARE:

 RECEPTION:

When the guest enter the hotel. Firstly he/she faces the

reception. Here he/she can get various information about

the rooms & he/she chooses & gets the key. At the

reception rooms are given to the guest as per their

requirement.

 TELEPHONE OPERATOR:

The telephone operator receives all the incoming &

outgoing calls in the hotel. If any call is made in

telephone operator receives the hotel from outside then

it & then he/she connects to the other department.

 RESERVATION:

This takes the reservation of the guest & also takes care

of the check in & checks out of the guest. The guest are

assigned rooms from here & also if they want to cancel

their reservation per change they're rooms then this

done by them.
 BELL DESK:

At bell desk they take great care of their luggage of the

guest. They are responsible for all the packages in the

hotel. They also take care of the special request of the

guest like if he wants the ticket of a movie then the

bellboy will bring it for them. Bell desk also keeps all the

local information of Agra.

FOOD & BEVERAGES DEPARTMENT

 "F&B department is one of the important

departments of the hotel. It controls quality of the food

& beverage and provides good services to the guest".

BASIC LAYOUTS OF F & B DEPARTMENT: -

o Room services

o Olive garden

o Down town club

o Banquet hall

o Curry center

 ROOM SERVICE:

The hotels have 148 room and suites, with a choice of

non smoking rooms, are tastefully furnished to provide

the best of relaxation. In room facilities include

individual climate control, telephone with voice mail,

international direct dialing, round the clock room service,

minibar, 24 hours satellite entertainment.

 Olive Garden:

The olive garden a multi cuisine restaurant offers a

unique blend of international cuisine from around the

world. It is the other name of COFFEE SHOP. Breakfast,

 lunch and dinner for residential and non-residential

guests are served here. Services are offered for 18 hrs

from 6:00 in morning to 12 in night.

 Down Town Club:

Down town club is the bar located at the lobby level with

rich interiors. It serves as perfect setting for an exciting

evening .It should close at 11 p.m. (as per law). NO hard

alcohols to be sold on NATIONAL HOLIDAY.

 RESTAURANT: -

An Indian specialty restaurant serving the best of

regional cuisine located at the lobby level. It has an

earthly Indian décor and offers live entertainment for a

perfect family dining experience.

 BANQUET:

There are overall four halls

o REGENT- I, II

o SENATE- Smallest of all

o REGAL-Newly added
These halls can be used for conference, birthday,

wedding party. The Regent and Regal is perfect for

gathering of 50-

F&B MANAGER
MR.NAVEEN KAUL

BANQUET MANAGER
MR. ABHJEET NATH

SR.CAPTION

CAPTION

STEWARDS
 FUNCTIONS

 Arrange material for kitchen as per requirement.

 Control the entire restaurant banquet department & bar.

 Looks after the V.V.I.P

 Check & control the rate of purchased items.

 Handles all the queries & pay often attention about the

serious

complain.

 Motivates the staff.

 Give training to the employees.

 Responsible for staff welfare.

 Arrange food festival & other festivals.

 Spot cheqing.
 Send bill to the travel agency through the travel agent.

 Pay attention to the quality of product.

 Sent menu with the help of chef.

RESEARCH METHODOLOGY
It is a way to systematically solve the research

problem, when we talk of research methodology we not

only talk about method but also consider the logic

behind the method, we use in context of our research,

while keeping all the objective of the project in mind

following method of methodology are adopted.

RESEARCH DESIGN:

It is the conceptual structure within which research is

conducted, it constitute the blue print for the collection,

measurement & analysis of data. For this project the various

research designs question can be:

 When will the study be carried out:

In Hotel "Holiday Inn" Agra with reference to Personnel

Department.
 What is the study about:

The study is about "Procedure of recruitment & selection

in Hotel

Holiday-Inn".

 Why is the study being made:

To find the practical implications of theoretical aspects

of

"Recruitment & Selection"

 What type of data is required:

Primary & secondary data is required.

 Where can the required data be found:

The data can be collected from the personnel

department of Hotel

Holiday Inn, Agra & through various

DATA COLLECTION:

Data is the raw material with which a personnel research

function.
Data is the foundation of all personnel research; it is therefore

essential to collect data of a personnel research study. Data

can be classified as

 Primary data

 Secondary data.

PRIMARY DATA:

Primary data are called fresh data, which has been used for

first time by the researcher for the specific purpose. Primary

data is collected from the Personnel Department of the Hotel.

SECONDARY DATA:

Secondary data are collected already by others, for purpose

other then the solution of the problem at hand. It includes

those data, which are collected for some earlier research work

& are applicable or usable in the study. The researcher has

presently undertaken.

I have used published data by taking the help of various books.

The project data can be summarized as follows-------

 Choosing the project topic:

The project guide suggested the project topic.

 Literary study about choosing topic:

Various books are issued to gain insight about the

Procedure of

recruitment & selection.

 Short-listing employees for the survey:

Procedure of recruitment & selection review of holiday

inn.

The method used for the collection of data:

(a) Questioner (subjective type): because it analyzes the

real view

of surveyor.

(b) Interviewing the employees.

Then the short-listed employees, who were extremely

co-operative, helpful, who are interviewed & their responses

were recorded.

 Visualization:
 To find out the correctness of the data sample provided

by the

interviewer.

 Analyzing their responses:

Their responses were analyzed, an effory was made to

recognize

hidden expectations & unvoiced demands.

 Summarizing the findings of the survey.

CONCLUSION
Training and development activities designed to impart

specific skills, abilities and knowledge to employees is

important in Hotel Industry as any other organization.

Training is confined to shop floor workers and

development is meant for executives. A programmed of

training and development is important as it lends stability and

flexibility to a Hotel Holiday Inn besides contributing to its

capacity to grow. Accident, scrap and wastage can be avoided

or minimized due to training programme. Further more; future

needs of employees will be taken care by training and

development.

QUESTIONNAIRE
I Yogita Chahar student of A. E. C, Agra is am gathering

information on "Necessity of Training and Development in

Hotel Holiday Inn.

1. Identify Information

i. Name ____________

ii. Education ___________

a. Technical _____________

b. Professional_____________

iii Designation____________
 iv Department ____________

v Experience ___________

2. How many years have you been associated with the

organization?

a. Less than 1 year __________

b. 1-5 years __________

c. 10 or more years __________

3. What are primary responsibilities you are supposed

to carry out?

a. __________

b. __________

c. ___________

4. Do you think that you possess the required skills /

knowledge

necessary to carry out the assigned duties?

Yes / No

If yes than to what extent you are able to carry out

these

responsibilities.

a. Fully

b. Partially
5. If Partially than can Training help you to develop

those skills

/ knowledge to perform better?

Yes /No

6. What type of Training will help you?

a. Practically ____________

b. Lecture ____________

7. Do the Training helps you in improving you

efficiency?

Yes /No

8. Are you satisfied by the Training given in Hotel?

a. Satisfied _____

b. Fully Satisfied _____

c. Not Satisfied _____

d. Satisfied to some extent _____

9. Do you think that Training help you to do work

without

Supervision?

a. Yes ________

b. No ________

c. To some extent ________

10. How long the Training period should be?

 a. 3 months b. 6 months c. 9 months d.

12 months

11. Do you think that Training helps in Organizational

growth?

a. Yes b. No c. Moderate

BIBLIOGRAPHY

WEBSITES
 www.hrmanagement.com
  www.hotelindustry.com

 RESEARCH METHODOLOGY---------C.R Kothari

 HUMAN RESOURCE MANAGEMENT---- C.B.Memoria

 HRM-----K.Aswathapa

 MARKETING RESEARCH---Philip Kotler