HUMAN

RESOURCES
PRACTICES OF
THE HOSPITALITY
INDUSTRY.
IN TAJ SAMUDRA.

The Taj Samudra is strategically based in

Colombo's business hub and is also just a
short stroll to the city centre for shopping
and entertainment. Spread across 11 acres
of beautifully landscaped gardens, the hotel
also boasts a peerless view of the Indian
Ocean and the Galle Face Green, a hallmark
of Colombo.
Acknowledgement

In performing this assignment, it's a successful one we had to

take the help and guideline of some respected persons. First,
we are grateful to All who gives us sound mind & sound health
to accomplish this assignment. The completion of the report
gives us much Pleasure. But it is not our credit in this
endeavor.

Lastly, we would like to deliver thanks to all the THM, 2nd

Batch students Advance Technical College, for their cordial
cooperation. Actually, it was not possible for us to complete a
severe task without such help. So we pray the long life and
good health for all the persons who have helped and co-
operated our in my assignment.

02 December 2014

Students who participate to the assignment

i. H.A.K.C.Sachintha 04

ii. R.R.Jayawardana

iii. H.P.S.J.Chathuranga

iv. H.A.C.P.Kumara

v. M.E.D.Madusanka

vi. Nalin Viraj Chathuranga

Human Resource Practices in Hotel Taj Samudra.
Taj Samudra Colombo

The Taj Samudra which is located in the centre of the commercial capital of Sri Lanka
is a star class hotel that is perfect for corporate and leisure travellers alike. The hotel
boasts of luxury and classy guestrooms while all are equipped with modern day
amenities. Taj Samudra is the perfect location to host meetings and banquets with a
number of locations and function halls available to suit your requirements. From a range
of recreation facilities to luxurious services, the hotel is the perfect getaway in the city.

Vision of the Taj...

The Taj Group of Hotels commits itself to the overall improvement of the ecological
environment, which we are all a part of.

We recognize that we are not owners but caretakers of the Planet and owe it to our
children and future generations of humankind.

It is our endeavor not only to conserve and protect but also to renew and regenerate the
environment in which we live and operate.

Our commitment encompasses all actions related to our products, services, associates,
partners, vendors and communities.

We will collaborate and engage with our environment through EARTH: Environmental,
Awareness and Renewal at Taj Hotels.

For us EARTH is not a program, nor a process; it is a way of life.

According to TAJ, CUSTOMER IS GOD. Therefore, they see to it that they serve their
customers in the best possible manner. Therefore, Department of HR in the Hotel Taj
maintains good HR practices within the hotel. It helps to maintain valuable Workforce in
the organization to provide valuable customer service

Taj provides employment to more than 1,500 people (including people employed on
permanent and temporary basis.
What Is Human Resource Management?

Human Resource Management is the process of recruitment, selection of employee,

providing proper orientation and induction, providing proper training and the developing
skills, assessment of employee (performance of appraisal), providing proper
compensation and benefits, motivating, maintaining proper relations with labour and
with trade unions, maintaining employees safety, welfare and health by complying with
labour laws of concern state or country.

Other Definitions for Human Resource Management

Human Resource Management (HRM) is the function within an organization that

focuses on recruitment of, management of, and providing direction for the people
who work in the organization.

HRM is the organizational function that deals with issues related to people such
as compensation, hiring, performance management, organization development,
safety, wellness, benefits, employee motivation, communication, administration,
and training.

HUMAN RESOURCE DEPARTMENT OF HOTEL INDUSTRY

In hotel industry, Human Resources Management play a vital role.it means most of the
success hotel have human resources department. Department of human resources is
responsible for personnel sourcing and hiring, applicant tracking, skills development and
tracking, benefits administration and compliance with associated government
regulations.

A human resources department is a critical component of employee well-being in

Hospitality Industry, no matter how small. HR responsibilities include payroll, benefits,
hiring, firing, and keeping up to date with state and federal tax laws.

Human Resource Practices In Hotel Industry 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
effectively communicate with these departments head and communicate with the top
management. Thus, there function is very large and diverse as compared with respect to
different departments heads.
Areas of Human Recourses policies
The personal policies are concern with each of the following areas:-

Employment

Recruitment
Interview
Selection
Promotions and Termination

Education and Training

Orientation of new employees
Educational needs for employees
Training development programs

Health and Safety

Occupational health
Safety program

Employees Services
Cafeteria
Employees Lounge
Counseling

Wages and Salary Administration

Salary structure
Performance standards and Job evaluation
Salary survey

Benefits
Group Insurance
Sick-pay plan

Labour/Industrial relations
Presentation Elections
Collective Bargaining
Grievance Procedures

Administration
Personnel records
 Security
Holidays and Vacations
Office Layout and Services
Work Rule

Department structure of Personnel Department OF Hotel TAJ

The Role of a Human Resource Manager in the Hospitality Industry

Risk Management
The hospitality industry employs young, inexperienced and uneducated hourly workers,
and experiences high turnover, ingredients that the Association of Human Resource
Managers in the Hospitality Industry says lead to a steady stream of litigation. HR's role
in risk management includes enforcing labor and wage laws regarding pay and break
periods.
Employee Relations
Related to HR's risk-management role is a responsibility to foster a safe work
environment, which in turn influences culture. HR must promote the organizations
culture through programs that demonstrate employer concern for and appreciation of
employees. Employee morale affects turnover, the level of service customers receive
and, ultimately, the organizations success. Engaging employees, providing opportunities
for them to develop, and recognizing their contributions help boost retention and attract
talented workers.

Training
Training can make or break a hospitality-centered business. From onboarding and
orientation of new hires to supervisory skill sessions for managers, training represents a
major HR role throughout the industry and a tool for reducing lawsuits. Giving
employees opportunities to reach their potential through mentoring and cross training
pays dividends in retention, worker satisfaction and attracting talent.

Staffing
Staffing remains a central role for HR across all industries. In hospitality, recruiting
reliable candidates who have customer-service aptitude is crucial. Another hospitality-
specific dilemma for HR professionals in hotels and restaurants is distributing the
workload among inexperienced and skilled staff. Seasonal business needs that link
directly to the organization's capability to deliver a high level of service present some
hiring, training and budgeting challenges. HR leadership must anticipate how many
people the organization requires, and when. It must use the screening process to ensure
all staff members can perform at a level that meets guests' expectations.
Human Resource Planning
The process that links the human resource needs of an organization to its strategic plan to
ensure that staffing is sufficient, qualified, and competent enough to achieve the
organization's objectives. HR planning is becoming a vital organizational element for
maintaining a competitive advantage and reducing employee turnover.

HR Demand Forecast

Demand forecasting must consider several factors both external as well as internal.
Among the external factors are competition, economic climate, laws and regulatory
bodies, changes in technology and social factors. Internal factors include budget
constraints, production levels, new products and services, organizational structure and
employee separations.

HR Supply Forecast

The next logical step for the management is to determine whether it will be able to
procure the required number of personnel and the sources for such procurement. This
information is provided by supply forecasting. Supply forecasting measures the number
of people likely to be available from within and outside an organization, after making
allowance for absenteeism, internal movements and promotions, wastage and changes in
hours and other conditions of work.
HR Programming

Once an organizations personnel demand and supply are forecast, the two must be
reconciled or balanced in order that vacancies can be filled by the right employees at the
right time. HR programming is the third step in the planning process, therefore, assumes
greater importance.

HR Plan Implementation

Implementation requires converting an HR plan into action. A series of action

programmes are initiated as a part of HR plan implementation. Some such programmes
are recruitment, selection and placement; training and development; retraining and
redeployment; the retention plan; the redundancy plan; and the succession plan.

Control and Evaluation

Control and evaluation represents the fifth and the final phase in the HRP process. The
HR plan should include budgets, targets and standards. It should also clarify
responsibilities for implementation and control, and establish reporting procedures,
which will enable achievements to be monitored against the plan. These may simply
report on the numbers employed against establishment and on the numbers recruited
against the recruitment targets. However, they should also report employment costs
against the budget, and trends in wastage and employment ratios.

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.

Responsibility for the overall recruitment process is assigned to human resources

managers. They are responsible for designing and implementing a recruitment program
that will meet the hotel industrys personnel needs while complying with all legal
requirements. This responsibility includes finding sources of applicants; writing and
placing advertisements; contacting schools; agencies and labour unions; establishing
procedures to guarantee equal employment opportunity; and administering the funds the
firm has budgeted for recruitment.

For Example: In Taj Samudra that we visited, the recruitment is done by

Advertisement, Recruitment Agencies, on net,College Campus, Placement Service.
Recruitment Process

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

(i) Planning,
(ii) (ii) Strategy development,
(iii) (iii) Searching,
(iv) (iv) Screening, and
(v) (v) Evaluation and control.

Recruitment Process

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. Different hotels
apply different methods and procedure for recruitment as well as selection. It depends on
the management policies and the size of operation.

Selection Process

Selection is a long process, commencing from the preliminary interview of the applicants
and ending with the contract of employment. Fig. shows the generalized selection
process. In practice, the process differs among organizations and between two different
jobs within the same organization. Selection procedure for senior managers will be long-
drawn and rigorous, but it is simple and short while hiring shop-floor workers.
 For Example: In Taj Samudra that we visited, the selection procedure is different for
people in different department as well as for different post.

For Example

Selection Process for House Keeping Department in Taj Samudra

Selection Process for Chef in Taj Samudra

Induction
Orientation is called as induction. It is the planned process of introducing new employees
to their jobs, their co-workers and the organization. The main purpose of induction is to
relieve the new employee from possible anxiety and make him or her feel at home on the
job. These orientation programs are carried out formally as well as
individually/collectively in the hotels. These programs are carried from 1 weak 2 weak.

For Example: In Taj Samudra that we visited the time spared on orientation
programme is one week.

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

On-the-Job Methods
This refers to the methods of training in which a person learns a job by actually
doing/performing it. A person works on a job and learns and develops expertise at
the same time.

Job rotation
This refers to shifting/movement of an employee from one job to another on
regular intervals.

Experience
It refers to learning by doing. This is one of the oldest methods of on-the-job
training. Although this is very effective method but it also very time-consuming
and wasteful.
Coaching
In this, the supervisor or the superior acts as a guide and instructor of the trainee.
This involves extensive demonstration and continuous critical evaluation and
correction.

Training & Development Policy in Taj Samudra

18 months training - 6 months more than the industry standard

Build Leaders - Each employee is given an authority to take the decisions

pertaining to his work and this empowers them and helps in building a leader in
all.

Train not just on the area of expertise but all the related functions
At Taj the employees are there assets. They believe that every employee has the potential
to make a successful, long-term career within the company, upholding the true values
that have been the foundation for the phenomenal growth of the Taj Group. He or she is
the very reason for their survival.

Taj Management Training Programme

(Operations/Food Production/Housekeeping)

This intensive management training programme prepares young people as thorough

professionals with the Taj Group of hotels.

Taj Hospitality Training Programme

The Taj hospitality training (THT) program has been designed to train the trainees to the
level of Supervisor in any of their operational departments. Learning comes by
doing, based on this principle the on-the-job training is built in as very important
component of entire program. Recruitment for this programme commences in all key
hotels schools and graduate colleges in the country in the months of October/November.

The THT program follows a systematic process including induction, theory classes, on-
the-job training, evaluation, appraisals and assessments

Taj Management Training Programme

Each year, the Taj Group fortifies its operations functions with raw talent from the best
hotel and graduate schools in the country. The group offers the Taj Management Training
Programme (TMTP) management-training program comparable to an MBA in hospitality
that moulds young budding hotel professionals into future business managers. A typical
career path could include joining as a Taj Management Trainee and attaining the position
of a general manager of a hotel by lateral movements through various functions such as
Human Resource, Sales, Food & Beverage and Front Office. An 18-month intensive
management-training programme that prepares for profit Centre management in the Taj
Group.
Performance Appraisal

Meaning and Definition

Performance appraisal is the periodic, formal evaluation of

employee performance for the purpose of making career
decisions.'

Performance appraisal is a formal, structured system of measuring and

evaluating an employee's job related behaviors and outcomes to
discover how and why the employee is presently performing on the
job and how the employee can perform more effectively in the
future s o th at the e mplo yee , organiza tion and soci et y all
benefit.'

P erformance appra is al involves the iden tific ation,

measurement and management of human performance in
organisation.3

USES OF PERFORMANCE APPRAISAL

P e r f o r m a n c e a p p r a i s a l s e r v e s s e v e r a l p u r p o s e s o f t h e organizations.
The main uses of performance appraisal are as follows:

1. Administrative use

Performance appraisals arc used administratively whenever they are the basis
for the personnel decisions like promotions, transfers, demotions, terminations
and rewards.

2. Developmental use

Performance appraisal helps to identify the need and areas for further training
and development of the employees.

3. Compensation use

P e r f o r m a n c e a p p r a i s a l p r o v i d e s a r a t i o n a l b a s i s f o r constructing a
system of rewards, benefits or bonus.

4. Feedback use
It provides feedback to the employees and informs them where they can improve
their performance.
5. Improvement in supervision

A systematic performance appraisal system in organisation makes supervisor

always aware and alert about their subordinate performance, as they have to fill the
rating forms periodically.

6. Motivation

Fair performance appraisal systems help in the assessment and

recognition of performance levels of emplo yees. This motivates employees
to improve their performance.

In Taj Samudra

Employees, including the managers and departmental heads are also

evaluated by their immediate subordinates.

Counseled at a personal level and apprised of where they fell short of the
expectations and how to go about it.

Guides them to prepare a roadmap for the future ,endeavors and tone their
skills.