Introduction 1) About the project 2) Corporate profile i. Nahar ii. Holiday inn iii. Taj iv.

Sulevan court v. Kings cliff 3) Rationale of research i. Significant ii. Limitation 4) Methodology i. Primary data ii. Secondary data Finding and analysis i. ii. General Analysis Specific Aanlysis a. Employees response b. Managers response

Conclusion and recommendation

Does hospitality sector have a positive approach towards empowerment?

When I was young I used to go to office with my dad and during his rounds I used to think that if everyone becomes the boss or the decision taker then what will be the condition of the business. Before I started doing my extended essay I happened to read the book THE LEADER WHO HAD NO TITLE written by Robin Sharma, a modern fable on real success in business and in life. The words of Robin Sharma had a deep impact in me. To quote he says in his book Leadership is the only one way a business will win in the new world where we are in. no other solution will work any longer. Growing and developing leadership talent of every single person throughout the hotel faster than the competition. The only way to avoid getting eaten alive is for company to strengthen the capacities of employees at every level to lead in everything they do. I am talking about from the janitor right up to the CEO showing leadership and showing responsibilities for the success of the company. Industry association needs to build leaders at all levels. Government and NGOs need to build the leaders at all levels. Cities and communities need to build leaders at all levels. Even school and universities needs to embrace that every single of us has the power to show leadership in all that we do-if they are serious about surviving and thriving in these time of head spinning change. This idea of Robin Sharma made be deliberate on the topic whether employees are given chances to get empowered by the top officials. My dream or my aim in my life is to become an hotelier so I decided that I will do a research on empowerment in the hotel sector. Rationale The reason for me researching on this topic is that nowadays many MNCs are giving empowerment to the labours. So, I thought if the hotel also starts giving empowerment to their workers then what will be the condition of the hotel growth. There are many departments in their hotels like starting from security, housekeeping, customer relations, etc. if we empower any of the department like security, there can be advantages and disadvantages. For e.g. there might be a situation where the customer is not ready to get his car checked on the gate. Now if the guards are given the empowerment then they can take a decision to not allow the guest in the hotel without even informing the general managers. The advantage can be and the disadvantages can be it can spoil the hotels name which might decrease less guest coming to the hotel. The limitation can be that the secondary data can be out-dated. It might not be correct as it might be biased or data might just be uploaded without any proper research. So the analysis can go completely wrong. The limitation of primary research is that many managers might just deny sharing the information and might not even allow the employees to fill the questionnaires. It is very time consuming as the interviewee needs to go to each place personally to collect the data. And it can be very expensive too. For carrying out the research i am going to use both primary and secondary research. Primary research A simple questionnaire will be made for managers and employees and on random basis the questionnaire will be distributed on the random basis to 30 employees and 10 managers of the hotel. The data collected will be grouped using an excel sheet and an analysis will be done based on simple arithmetic mean method.

A questionnaire of Twelve reliable questions for employees and another questionnaires with 15 reliable questions for managers where circulated in selected hotels about thirty employees all together from 2 hotels and tem managers from the same two hotels where randomly chosen as respondents in Surat .these questions were measured with five point likerts response patterns where 5 = strongly agree and 1 = strongly disagree. In the case of employees summation of all scale items scores will result in the score range of 12 to 60, with the sum of score being 72. An arithmetic mean of such score distribution results in 36. Thus the norms of interpretation include mean score of 36 means. Employees empowerment is effectively practised in hotel businesses a less or more than 36 score explain the system of empowerment being either less effective or more effective. In the case of managers summation of all scale items scores will result in the score range of 15 to 75, with the sum of score being 90. An arithmetic mean of such score distribution results in 45. Thus the norms of interpretation include mean score of 45 means that the managers have a positive approach toward empowerment. a less or more than 45 score explain the system of empowerment being either less effective or more effective. Then an interview of the owner will be carried out to find out the hierarchies and different departments in the hotels and other useful data which will be required after the data is collected all the similar answers will be grouped and will be analysed. Secondary research I will surf the net and get the relevant data and then analyse the information collected. There is a saying by Allen Fred that treat your workers as partners, they will work as partners which means that if the owner gives the workers empowerment or allow the workers to take part in the decision making process then they will feel that they are the part of the hoteland will give their best but then there can be many problems also like they may lack sufficient knowledge which might lead the hotelin taking a wrong decision. There can be situation when the employees needs to take certain decisions without even informing the concerned authority like a housekeeper might find a wallet on the bed and the guest has already checked out, so if he is empowered he can directly reach the customer and give his wallet back to him but now is the customer was not empowered then he would have to undergo many procedures (filling the form, go to the security department etc ). So this might put off the housekeepers felling to give back the wallet as it is too time consuming Findings and analysis:General Analysis after analysing the data which was collected from employees, we come to know that the average is more than the expected number which shows that managers follow empowerment leadership style. The most agreed that points show that the employees are given empowerment like 8th question which has got 112 as aggregate shows that the employees are close to customers, then the 5th question has got the second highest average(111) which shows that they are happy with the hotel and are passionate in their work.

They are trained regularly in their fields and they are quiet contented. Then they are even allowed to take initiative. All the above points shows that they are empowered. From the questionnaire issued to selected managers it has been found that the first question employees are well informed about aims and targets got the highest points which is 88. This shows that managers are really in need of getting their employees empowered. But the pace of growth is slow as the employees are still not fully into the system of empowerment which is why the item scale number three employees generally take decisions about their work scored least points. From the general analysis which is done using excel sheet it has been found that the average score for majority of the employees exceed the mean score 36 which is a proof that empowerment is effectively practiced in the chosen hotels and in the case of managers majority of them are of the opinion that empowerment is very significant and the same is effectively practiced in the organisation

Specific analysis From the Questionnare Issued to Employees Highest point was scored by the item scale 8 ( I am very close to customers ). This means that the workers are very free with their guests. They have the right to solve the problems of the guests, they have the right to share their ideas with the guests, interact with them etc. this is a very good sign of empowerment. Then the second highest score was scored by the item scale 2 (working here is my passion). It means that worker is happy with the management and is comfortable with the style of the working. He is ready or happy to follow the policies of the hoteland is ready to work towards the aims. A hotelshould see that all the employees are happy because a demotivated employee is a dangerous employee. Following that was the item scale 12 (I am rewarded for all my success). This means that the worker is given the reward for all the hard work or the contribution which he has done for the firm. This can include more salary, holiday, promotions, bonuses etc. this encourages them to work hard. It can also be interpreted that management is really happy about the performance of the employees and they are highly motivated by giving adequate rewards, Then item scale 11th (I can find solution to the problems concerning my job and I can take decisions) got the most points. This is a clear sign of empowerment as they are given the right to take decisions. They feel as if they are the owner and they even work like an owner. Here there is a clear sign of delegation and decentralisation. This also gives a sense of feeling for them that they are also an important part of the hotel matters. Then even the item scale 1 (my managers consider me as important). This is a very nice thing which is being followed in the firm. If all the employees will be treated in an equitable way then they will feel motivated and will work in the same way the managers work or an owner works. It was also really surprising to note that two inter related ideas have scored same points giving this project a realistic approach.

It was followed by the item scale 7 (I get continuous training for long term employment). We can easily come to know that the workers are regularly trained in their field which is a very nice strategy to improve the hotels image and reputation. This can lead to specialisation which can lead to reduction in cost of production and increase their productivity. They feel trustworthy and responsibility is being put on them and due to that they give their level best to the firm. It has also been found that empowerment is a common element in almost all the hotel training programmes. Then it was followed by item scale 3(I am encouraged to take initiative). Initiative means that the hotel has allowed the workers to take responsibility of the work they do. It means that the workers will be responsible for all the decisions they will take. So this will lead the workers to take the proper decision as a wrong decision may affect negatively his as well as his firms reputation . So allowing the worker to take the decision and applying it helps them to get empowered. In addition to this the hotel can ask them to be cautious and be responsible before they put into practice their decisions. They can even form a different department where all the workers can put their suggestion or ideas to improve the hotels name and reputation. This can be done in the case of workers who all may lack sufficient knowledge which will lead to wrong decision and prctices. The item scale 2 got the most points (my managers support me in the job I do). This means that the managers do not discriminate among anyone. The managers help all the staff in the hotel and are very friendly and due to this all the staffs are motivated to work hard and they can even approach the managers if they have any problems. This type of approach should be followed everywhere as there are many conflicts and misunderstandings which needs to be resolved or it might lead to major problems like fights and demotivation. This may even lead to increased staff morale. It is found out from the research that managers are giving full hand support and guidance for employees to make them loyal to the organisation and give them a feeling that they are an integral part of the organisation and its functions. The item scale 6 ( I am provided with all the resources) got the most point. It means that the workers are given all the things which are required or demanded by them to ensure the all the work goes on smoothly. For example:- a proper resources for a Research and Development department can be latest computers, printers, a television with all the updated software and proper team to help each in the work. So I think that if they are provided with all the necessary resources there productivity can increase to a great extent. It was followed by the item scale 9 (we are allowed to suggest ideas and give opinions). The score is less than the expected points due to many reasons like the mangers might not trust the employees as they may lack sufficient knowledge. There can be many solutions for increasing the score like training them to become specialised. So, once they become specialised, the managers wont be reluctant in delegating their work. From Questionnaire Issued to Managers: The most point was scored by the item scale 1(employees are well informed about the aims and the targets). This means that the managers are very friendly with the employees as they share all the information, ideas and future plans of the hotels. This makes the worker happy and hardworking as they feel that they are part of the organisation and trust is being put on them for doing the job. if the

workers are informed than they work accordingly. They will come to know what exactly they have to do and whether they have to change their style of working. it was followed by the item scale 13 (employee empowerment provides more work satisfaction). This proves that empowerment being followed in the hotel. Work satisfaction means that the manager is happy with the job and is highly motivated to bring out leadership skills of employees that in turn give him more satisfaction in his job. Due to empowerment the workers can take the decisions which make them feel that they are the owners of the hotel. They feel that their future is safe as they are allowed to take the decisions. The item scale 10 (excellent performance on the part the employee is awarded) got the most point. This is a nice strategy being followed in the hotel of rewarding the employees. This is a human psychology that they tend to work harder if they are getting some adequate benefits. In this case, if the worker is awarded for the contribution which he has made to the organisation that will make him work harder as he will want to get more and better rewards. Rewards can include long holidays, bonus, cash rewards etc. the most point was rewarded to item scale 2(employees are well equipped with necessary resources and authority). It means that the worker is given all the resources which he requires to do the work efficiently and effectively. They are also well informed about the different hierarchies and different departments in the hotel. So, the staffs know whom to approach when there is some problem. This allows the workers to know that to whom they are accountable and who are under them. The item scale 12 (personnel empowerment prevents the job loss and increases loyalty). This means that if the workers are made responsible for their actions which they do diligently. This alos directly contributes to reduction in faults and job loss. Loyalty means that even though the workers is getting better offers from the rivals, the worker still decide to continue serve the hotel. this can only be achieved when the conditions are favourable(fringe benefits) like adequate rest hours, personal recreation facilities and the like. The item scale 14(employees are more productive when they are granted authority and responsibility). This is really helpful in many ways like when the managers give responsibility to the workers, the mangers reduces their work load and concentrates on the important strategies and the workers think that they are being trusted and they take up the responsibility. So in this case both managers and employees are happy. Then if they are given the authority to take the decision then they become very hard working and even loyal to the hotel. the item scale 15(success increases as employees are provided with necessary training and conclusive environment) was awarded the most points. If the workers are trained in their field occasionally, then they can more productive which can even lead to specialisation. This helps the firm in reducing their unwanted expenses and even increases the quality of the work. Conducive environment can mean that the working condition should be very comfortable and the department should be very appropriate. The item scale 8 got the most point (employees are encouraged in the decision making process). This means that the hotel is following democratic leadership style (a democratic leader is one who prefers to discuss with and involve employees in decision making process. This type of leadership may work

effectively if the leader cannot always be around to ensure that employees remain on task. It is very helpful as the employees are getting to speak out what they feel about the hotel and what amendments they can make to improve their styles and the name. The item scale 5(employees can do better analysis and assessments) got the most points. At times where managers may lack sufficient knowledge and employees know more than them. That is possible because the workers spend the whole time doing the job. For example a worker might know more than the managers about how to make a bed perhaps. even analysis they can do better because they know the way the customers want the room condition to be which managers might not know. The item scale 11(employees participation in decision making is a part of companys success) also share the same score. When these two points are interrelated it can be interpreted that employees participation in decision making process is backed up by the resources that they have through analysis and interpretation. This could be a major factor that managers promote their suggestions which are very valuable and could in turn lead to the success of the company. the item scale 4(employees are in constant touch with the suppliers and customers) got the most points. This is a very interesting thing as they can directly get the stock refilled whenever they want if they are in touch with the suppliers but if they were not then they will have to tell to managers and then wait for the stock to arrive which might delay some important work. If they are in touch with the customers they can directly respond to their needs immediately which will create a good impression of the hotel as their need are fulfilled immediately. This analysis also shows that managers want the employees to understand the needs and wants to effectively chalk out their plans.

the item scale 9(diversity and difference are assessed as richness and advantages) got the most point. This statement though not scored much support still proves that multiculturalism has been given enough importance and it is practiced in an acceptable way. Managers make it sure that employees from different parts of the society or state are not isolated or treated as aliens. Different ways of doing things, cultural practices and positive attitudes are encouraged to make the enterprise rich and diverse. the item scale 7(employees always put forward their proposals). This means that the employees are allowed to express their ideas. This is a god strategy as if the employees are not comfortable with the new decision then they can tell them to change which wouldnt have been possible if they were not allowed. This lead to motivated staffs and increased effectiveness. the item scale 6 (majority of the employees hesitate to participate in decision making process) got less points. This means that the employees are not hesitating in putting down the proposals. Another dimension can be that managers might be giving more priority to the contributions and suggestion of employees. This is a real proof of the statement that employees should be treated well as they are the real and valuable assets of an organisation. the item scale 3(employees generally take decision about their work). This has got the lowest point. It can be interpreted in such a way that though managers want their employees to get empowered still

there are apprehensions in the air. The employees still need the help of their immediate supervisors to take decisions.

Conclusion and Recommendation: From the research findings it can be concluded that empowerment is being practiced effectively in the selected hotels. Empowerment has got significance in terms of the practise followed in different enterprises. We can conclude that that empowerment should be followed in the hotels as it is an element of encouragement for both the managers and workers. s I recommend the hotel to train the workers in the particular field so that they get more knowledge and making them more specialised in their work which will help in increasing the quality of their work and will even reduce the cost of the hotel. I feel that hotel should give them empowerment as there are situations where if they are empowered, things can go wrong like a worker might see someone taking something from a room but the person who is taking is not from the room.so, if the worker is empowered then he can question the person but if he is not he wont be able to question him. The hotel can make a department where all the workers are allowed to go and suggest new ideas and where all the workers can have a meeting and discuss the possible solutions for any problem.