Edited PRJCT

A Study On Training Program At Park Plaza
LITREATURE REVIEW
Purpose of literature review is to gain in-depth background knowledge of the stated research problem. It includes consulting academic professionals, referring journals, going
through different books for gaining knowledge about the topic.
Reviewing on the topic of training under human resource management attributed to the inability of the employment market to absorb the growing pool of graduates from institutions of higher learning about different practices on training and development of human resource management.
Going through different references insight knowledge of training can be added from these books:
Hiring and Keeping the Best People: Harvard Business School Press, 2002
Harvard Business Essentials are comprehensive, solution-oriented paperbacks for business readers of all levels of experience. In today's ever-changing business environment, hiring an all-star work force and keeping it in place is a challenge for any organization. With an overview on topics such as recruiting the right people, cultivating the right culture, avoiding employee burnout, and calculating employee turnover, Hiring and Keeping the Best People offers managers a clear understanding of how to hire more effectively and increase retention. Packed with hands-on tips and tools, this helpful guide provides actionable and practical advice for managers and human resources professionals alike.
Evaluating Training Programs: The Four Levels:
Donald L. Kirkpatrick, James D. Kirkpatrick 'Evaluating a Human Relations Training Program for Supervisors.'' At the Management Institute of the University of Wisconsin, he taught managers at all levels the principles and techniques of many subjects, including Coaching, Communication, Managing Time, Managing Change, Team Building, and Leadership.....
C.B.BHANDARI JAIN COLLEGE
Offers an in-depth, how-to guide to evaluating training programs. The book distinguishes itself by employing a four-level approach to evaluation. The levels are:
reaction of participants (customer satisfaction) learning (extent to which participants change attitudes, improve knowledge, and/or increase skill) behaviour (extent to which change in behaviour has occurred) Results (outcomes that occurred as a consequence of program attendance).
The book includes detailed case studies, exhibits, research results, techniques and formulas for measuring success. The majority of chapters target specific types of programs, such as:
training for non-exempt employees, developing supervisory skills, desktop application course, leadership training, leadership development and many more.
The study of this project is completely dealt with the topic training. The term training refers to a application of knowledge that gives people an awareness of the rules and procedure to guide their behaviour. It helps to improve their performance on the current job or prepare them for intended job.
2.HUMAN RESOURCES MANAGEMENT

Human resources may be defined as the total knowledge, skills, creative abilities, talents and aptitudes of an organization's workforce, as well as the values, attitudes, approaches and beliefs of the individuals involved in the affairs of the organization. It is the sum total or aggregate of inherent abilities, acquired knowledge and skills represented by the talents and aptitudes of the persons employed in the organization. The human resources are multidimensional in nature. From the national point of view, human resources may be defined as the knowledge, skills, creative abilities, talents and aptitudes obtained in the population; whereas from the viewpoint of the individual enterprise, they represent the total of the inherent abilities, acquired knowledge and skills as exemplified in the talents and aptitudes of its employees.
2.1 Defined
Human Resource Management has come to be recognized as an inherent part of management, which is concerned with the human resources of an organization. Its objective is the maintenance of better human relations in the organization by the development, application and evaluation of policies, procedures and programmers relating to human resources to optimize their contribution towards the realization of organizational objectives. In other words, HRM is concerned with getting better results with the collaboration of people. It is an integral but distinctive part of management, concerned with people at work and their relationships within the enterprise. HRM helps in attaining maximum individual development, desirable working relationship between employees and employers, effective modeling of human resources as contrasted with physical resources. It is the recruitment, selection, development, utilization, compensation and
motivation of human resources by the organization
2.2 Human Resource Management: Evolution

The early part of the century saw a concern for improved efficiency through careful design of work. During the middle part of the century emphasis shifted to the employee's productivity. Recent decades have focused on increased concern for the quality of working life, total quality management and worker's participation in management. These three phases may be termed as welfare, development and empowerment.
2.3 Human Resource Management: Scope

The scope of HRM is very wide: Personnel aspect - This is concerned with manpower planning, recruitment, selection, placement, transfer, promotion, training and development, layoff and retrenchment, remuneration, incentives, productivity etc. Welfare aspect - It deals with working conditions and amenities such as canteens, crches, rest and lunch rooms, housing, transport, medical assistance, education, health and safety, recreation facilities, etc. Industrial relations aspect - This covers union-management relations, joint consultation, collective bargaining, grievance and disciplinary procedures, settlement of disputes, etc.
2.4 HRM: Objective

To help the organization reach its goals. To ensure effective utilization and maximum development of human resources. To ensure respect for human beings. To identify and satisfy the needs of individuals. To ensure reconciliation of individual goals with those of the organization. To achieve and maintain high morale among employees. To provide the organization with well-trained and well-motivated employees.
A Study On Training Program At Park Plaza To increase to the fullest the employee's job satisfaction and selfactualization. To develop and maintain a quality of work life. To be ethically and socially responsive to the needs of society. To develop overall personality of each employee in its multidimensional aspect. To enhance employee's capabilities to perform the present job. To equip the employees with precision and clarity in transaction of business. To inculcate the sense of team spirit, team work and inter-team collaboration.
2.5 HRM: Functions

In order to achieve the above objectives, Human Resource Management undertakes the following activities: Human resource or manpower planning. Recruitment, selection and placement of personnel. Training and development of employees. Appraisal of performance of employees. Taking corrective steps such as transfer from one job to another. Remuneration of employees. Social security and welfare of employees. Setting general and specific management policy for organizational relationship. Collective bargaining, contract negotiation and grievance handling. Staffing the organization. Aiding in the self-development of employees at all levels. Developing and maintaining motivation for workers by providing incentives. Reviewing and auditing manpower management in the organization Potential Appraisal. Feedback Counseling. Role Analysis for job occupants. Job Rotation.
A Study On Training Program At Park Plaza Quality Circle, Organization development and Quality of Working Life.
2.6 TRAINING
Introduction
Training is an important human resource development activity, which reinforces human resource management in an organisation. Apart from the need for internals staffing, training enhances job related skills and also facilitated acquiring of for new skills required averting skills obsolescence in an organization. Every organisation needs the services of trained persons for performing the activities in a systematic way. The fast changing technological development makes the knowledge of employees obsolete. They require constant training to cope with the needs of jobs. After selecting the employees, the next task of management is to give them proper training. Some employees may have some previous knowledge of jobs while others may entirely be new. Both types of workers will need some kind of training to acquaint themselves with the jobs though it is more necessary for the latest category of employees. Large organisations may employee a large number of persons every year. It may not be possible to recruit already trained persons. Such enterprises require separate training departments to prepare workers for undertaking the jobs. Every concern has to arrange some kind of training for preparing workers for jobs and also keeping them acquainted with latest technological advancements. Training, education and development are three terms frequently used. On the fact of it, there might not appear any difference between them, but when a deep thought is given, there appear some differences between them. In all training there is some education and in all educations there is some training and the two processes cannot be separated from development.
2.6.1 Three terms:

Training Development Education
Training is a process of learning a sequence of program behaviour. It is application of knowledge. It gives people an awareness of the rules and procedures to guide their behaviour. It attempts to improve their performance on the current job or prepare them for an intended job.
Development is a related process. It covers not only those activities which improve job performance but also those which bring about growth of personality, help individual in progress towards majority and actualisation of their potential capacities so that they become not only good employees but better men and women. In organisational terms, it is intended to equip persons to earn promotion and hold greater responsibility. Training and Development a persons for a bigger and higher job is development. And this may well include not only imparting specific skills and knowledge but also inculcating certain personality and mental attitudes. In this sense, development is not much different from education.
Education is the understanding and interpretations of knowledge. It does not provide definitive answers, but rather develops a logical and rational mind that can determine relationship among pertinent variables and thereby understands phenomena. Education must impart qualities of mind and character, and understanding of basic principles and develop the capacities of analysis, synthesis and objectivity Training is distinct from management development or executive development. While the former refers to training given to employees in the areas of operations, technical and allied areas, the latter refers to developing an employee in the areas of principles and techniques of management, administration, organization and allied areas.
2.6.2 Meaning of Training:

C.B.BHANDARI JAIN COLLEGE 8
A Study On Training Program At Park Plaza Training is a short term educational process and utilizing a systematic and organized procedure by which employees learn technical knowledge and skills for a definite purpose. Training refers to the teaching and learning activities carried on for the primary purpose of helping members of an organization to acquire and apply the knowledge, skills, abilities and attitudes needed by a particular job and organization. After an employee is selected, placed and introduced in an organization he/she must be provided with training facilities in order to adjust the job. Training s a short term educational process and utilizing a systematic and organized procedure by which employees learn technical knowledge and skills for a definite purpose.
2.6.3 Definitions:
Dale S Beach defines the training as the organized procedure by which people learn knowledge and skills for definite purpose. In other words, training improves changes and moulds the employees knowledge, skill, behaviour and attitude towards the requirement of the organization. Training refers to the teaching and learning activities carried on for the primary purpose of helping members of an organization to acquire and apply the knowledge, skills, abilities and attitude needed by a particular job and organization.
2.7 EVALUATION OF TRAINING PROGRAM

The specification of values forms a basic for evaluation. The basis of and evaluation and the mode of collection of information necessary for evaluation should be determined at the planning stage. The process of training evaluation has been defined as any attempt to obtain information on the effects of training performance and to assess the value of training in the light of that information. Evaluation leads to controlling and correcting the training program. 2.7.1 Reactions:
A Study On Training Program At Park Plaza Training program is evaluated on the basis of the trainees reactions to the usefulness of coverage of the matter depth of the course content, method of presentation, teaching methods etc. 2.7.2 Learning: Training program, trainers ability and trainees ability are evaluated on the basis of quantity of content learned and time in which it is learned and the learners ability to use or apply the content he learned. 2.7.3 Job Behaviour: This evaluation includes the manner and extent to which the trainee applied his learning to his job. 2.7.4 Organization: This evaluation measures the use of training, learning and change in the job behaviour of the department/organization in the form of increased productivity, quality, morale, sales turnover and the skills. 2.7.5 Ultimate Value: It is the measurement of the ultimate result of the contributions of the training program to the company goals like survival, growth, profitability etc. and to the individual goals like development of personality and social goals like maximizing social benefits.
The various methods of training evaluation are: Immediate assessment of trainees reaction to the program. Trainees observation during the training program. Knowing trainees expectations before the training program and collection their views regarding the attainment of the expectations after training. Seeking opinion of the trainees superior regarding his/her job performance and behaviour before and after training. Evaluation of trainees skill level before and after training program. Measurement of improvement in trainees on the job behaviour. Examination of the testing system before and after the training program. Measurement of trainees attitudes after the training program.
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A Study On Training Program At Park Plaza Cost-benefit analysis of the training program. Seeking opinion of trainees colleagues regarding his/her job performance and behaviour. Measurement of levels in absenteeism, turnover, wastage/scrap, accidents, breakage of machinery during pre and post period of the training program. Seeking opinions of trainees subordinates regarding his/her job performance and behaviour.
2.8 Importance of Training:

The importance of human resource management to a large extent depends on human resources development and training is the most important technique. As stated earlier no organization can get a candidate who exactly matches with the job and the organizational requirements. Hence, training is important to develop the employee and make him suitable to the job. Training works towards value addition to the company through HRD. Job and organizational requirements are not static; they are changed in the awareness of the total quality and productivity management (TQPM). Training employees would be valuable assets to an organization. Organizational efficiency, productivity, progress and development to a great extent depend on training.
2.9 Objectives of Training:

The training objectives are laid down, keeping in view the companys goals and objectivities. But the general objectives of any training programme are as follows: 1. The basic objective of training is to help develop capacities and capabilities of the employees- both new and old by upgrading their skills and knowledge so the organisation could gainfully avail of their services better for higher grade professional, technical, sales or production position from within the organisation. 2. To impart the new entrants the basic knowledge and skills they need for an intelligent performance of a definite job. 3. The aim of training is not only providing new knowledge and job skills to the employees, but creating in them self consciousness and greater
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A Study On Training Program At Park Plaza awareness to recognize their responsibilities and contribute their very best to the organisation they serve. 4. The main objective of training is to bring about efficiency and effectiveness in an organisation, so that the organisation may remain competitive market situations and for the achievement of organizational goals. 5. To assist employees to function more effectively in their present positions by exposing them to the latest concepts, information and techniques and developing the skills they will need in their particular fields. 6. To broaden the minds of senior managers by providing them with opportunities for an interchange of experience within and outside with a view to correcting the narrowness of outlook that may arise from overspecialisation. 7. To ensure economical output of required quality. 8. To promote individual and collective morale, a sense of responsibility, cooperative attitudes and good relationships. 9. To build up a second line of competent officers and prepare them to occupy more responsible positions. 10. To ensure smooth and efficient working of a department. 11. To prevent obsolescence.
2.10 Benefits of Training:

Leads to improved profitability and more attitudes towards profit orientation. Improves the job knowledge and skills at all levels of the organization. Improves the morale of the workforce. Helps people identify with organizational goals. Helps create a better corporate image. Fosters authenticity, openness and trust. Improves the relationship between bosses and subordinates. Aids in organizational development. Learns from the trainee. Helps prepare guidelines or work. Benefits to the individual which in turn ultimately should benefit the organization.
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A Study On Training Program At Park Plaza Helps individual in making better decision and effective problem solving. Through training and development, motivational variables of recognition, achievements, growth, responsibility and advancement are internalized and operational.
Aids in encouraging and achieving self-development and self-confidence. Helps a person handle stress, tension, frustration and conflict. Provides information for improving leadership knowledge, communication skills and attitudes. Increase job satisfaction and recognition. Moves a person towards personal goals while improving interactive skills. Satisfies personal needs of the trainer and trainee.
2.11 NEEDS FOR TRAINING

The need for training arises due to the following reasons:
2.11.1 To match the employee specification with the requirements and organizational needs:
Management finds deviations between employees present specifications and the job requirements and organizational needs. Training is needed to fill these gaps by developing and moulding the employees skills, knowledge, attitude behaviour etc. to the tune of the job requirements and organizational needs.
2.11.2 Organizational viability and the transformation process:

If the organization does not adapt itself to the changing factors in the environment, it will lose its market share. If the organization desires to adapt these changes, first it has to train the employees to impart specific skills and knowledge in order to enable them to contribute to organizational efficiency and to cope with the changing environment.
2.11.3 Technological advances:
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A Study On Training Program At Park Plaza Every organization in order to survive and to be effective should adopt the latest technology i.e. mechanization, computerization and automation. Adoption of latest technological means and methods will not be complete until they are manned by employees possessing skills to operate them. So, the organization should train the employees to enrich them in the areas of changing technical skills and knowledge from time to time.
2.11.4 Organizational complexity:

With the emergence of increased mechanization and automation, manufacturing of multiple products or dealing in services of diversified lines, extension of operations to various regions of the countries, organization of most of the companies has become complex. This creates the complex problems of co-ordination and integration of activities adaptable for and adaptable to the expanding diversifying situations.
2.11.5 Human relations:

Management of most of the organizations has to maintain human relations besides maintaining sound industrial relations although hitherto the managers are not accustomed to deal with the workers accordingly. So, training in human relations necessary to deal with human problem.
2.11.6 Change in the job assignment:

Training is also necessary when the existing employee is promoted to the higher level in the organization and when there is some new job or occupation due to transfer. Training is also necessary to equip old employees with the advanced disciplines, techniques and technology.
2.12 TRAINING NEEDS AND ANALYSIS:

Training needs are identified on the basis of organizational analysis, job analysis and man analysis, training program, training methods and course content are to be planned on the basis if training needs. Training needs can be identified through identifying organizational needs based on:
2.12.1 Organizational Analysis:

This includes analysis of objectives, resource utilization, environmental scanning and organizational climate. Organizational strengths and
A Study On Training Program At Park Plaza weaknesses in different areas like accidents, excessive labour turn-over, market share, quality and quantity of the output, raw materials, finance etc.
2.12.2 Departmental Analysis:

Departmental strength and weakness including special problems of the department or a common problem of a group of employees like acquiring skills and knowledge in operating computer by accounting personnel.
2.12.2 Job/Role Analysis:

This includes study of job /roles, design of jobs due to changes, job enlargement and job enrichment etc.
2.12.3 Manpower Analysis:

Individual strength and weakness in the areas of job knowledge, skills etc.
2.13 TRAINING ANALYSIS METHODS:

The following methods are used to assess the training needs: Organizational requirements/weaknesses Departmental requirements/weaknesses Job specification Identifying specific problems Anticipating future problems Managements request Observation Interviews Group conferences Questionnaire surveys Check lists Performance appraisal
2.14 IDENTIFICATION OF TRAINING NEEDS:

Training needs are identified on the basis of organizational analysis, job analysis and manpower analysis. Training needs = job and organizational requirement-employees
specifications
A Study On Training Program At Park Plaza 2.14.1 Assessment Methods: The following methods are to assess training needs: Organizational requirements/weaknesses Departmental requirements/weaknesses Job specifications and employee specifications Identifying specific problems Anticipating future problems Managements request Observations Interviews Group conferences Questionnaire surveys Test or examinations Check lists Performance appraisal
2.15TRAINING METHODS:
The training programs commonly used are classified as following: On-the-job training program. Off-the-job training program.
2.15.1 On-The-Job Training Methods:

This type of training is also known as job instruction training. It is the most commonly used method. Under this method, the individual is placed on a regular job and taught the skills necessary to perform that job. The trainee learns under the supervision and guidance of a qualified worker or instructor. On-the-job training has the advantage of giving firsthand knowledge and experience under the actual working conditions. The problem of transfer of trainee is also minimized as the person learns on-the-job. The emphasis is placed on rendering services in the most effective manner rather than learning how to perform the job. On-the-job
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A Study On Training Program At Park Plaza training methods include job rotation, coaching, job instruction or training through step-by-step and committee assignments. Job Rotation: This type of training involves the movement of the trainee from one job to another. The trainee receives job knowledge and gain experience from his supervisor in each of the different job assignments. Though this method of training is common in training managers for general management positions, trainees can also be rotated from job to job in workshop jobs. This method gives an opportunity to the trainee to understand the problems of employees on other jobs and respect them. Coaching: The trainee is placed under a particular supervisor who functions as a coach in training the individuals. The supervisor provides feedback to the trainee on his performance and offers him some suggestions for improvement. Often the trainee shares some of the duties and responsibilities of the coach and relives him of his burden. A limitation of this method of training is that the trainee may not have the freedom or opportunity to express his own idea. Job Instruction Training: This method is also known as training through step-by-step. Under this method, the trainer explains to the trainee the way of doing the job. The trainer appraises the performance of the trainee, provides feedback information and corrects the trainee. Committee Assignments: Here a group of trainees are given and asked to solve an actual organizational problem. The trainees solve the problem jointly. It develops team work. Training Through Step By Step: Many jobs consist of a logical sequence of steps and best taught step by step. Listing of each jobs basic tasks, along with key points in order to provide step by step training for employees.
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A Study On Training Program At Park Plaza 2.15.2 OFF-The-Job Training Methods: Under this method of training, the trainee is separated from the job situation and his attention is focused upon learning the material related to the future job performance. Since the trainee is not distracted by job requirements, he can place his entire concentration on learning the job rather than spending his time in performing it. There is an opportunity for freedom of expression for the trainees. Off-the-job training methods are as follows:
Vestibule Training: In this method, actual work conditions are simulated in a class room.
Material, files and equipments which are used in actual job performance are also used in training. This type of training is commonly used for clerical and semi skilled jobs. The duration of this training ranges from days to a few weeks. Theory can be related to practice in this method. Role playing: It is defined as a method of human interaction that involves realistic behaviour in imaginary situations. This method of training involves action, doing and practice. The participants play the role of certain characters such as the production managers, mechanical engineers, superintendents, maintenance engineers, quality control inspectors, foremen, workers and the like. This method is mostly used for developing inter-personal interactions and relations. Lecture Method: The lecture is a traditional and direct method of instruction. The instructor organizes the material and gives it to a group of trainees in the form of a talk. To be effective, the lecture must motivate and create interest among the trainees. An advantage of the lecture method is that it is direct and can be used for a large group of trainees. Thus costs and time involved are reduced. The major limitation of the lecture method is that it does not provide for transfer of training effectively. Conference and Discussions: It is a method in training the clerical, professional and supervisory personnel. This method involves a group of people who pose ideas, examine and share facts, ideas and data, test assumptions and draw conclusions, all of
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A Study On Training Program At Park Plaza which contribute to the improvement of job performance. Discussion has distinct advantage over the lecture method. Discussion involves two way communications and hence feedback is provided. The participants feel free to speak in small groups. The success of this method depends on the leadership qualities of the person who leads the group. Programmed Instructions: In recent years, this method has become popular. The subject matter to be learnt is presented in a series of carefully planned sequential units. These units are arranged from simple to more complex levels of instruction. The trainee goes through these units by answering questions or filling the blanks. This method is expensive and time consuming. Sensitive training: The main objective of this is Development of awareness and sensitivity of behavioural pattern of oneself and others. It develops the managerial sensitivity and trust. The Case Study: Cases are prepared on the basis of actual business situations. The trainees are given cases for discussion and deciding upon the case. Then they are asked to identify the apparent and hidden problems for which they have to suggest solutions. In Basket Exercise: The trainees are first given background information about a simulated company, its products, key personnel and all data pertaining to the firm. The trainee has to understand all this, make notes, delegate tasks and prepare memos within a specified amount of time. Business Games: The trainees are divided into groups or different teams. Each team has to discuss and arrive at decisions. The teams co-operative decision promotes greater interaction among participants and gives them the experience in cooperative group processes. Internship Training: In this educational institutions and business firms have a joint programme of training. Selected candidates carry on regular studies for the
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A Study On Training Program At Park Plaza prescribed period. They also work in some factory or office to acquire practical knowledge.
2.16 TRAINING PROCEDURE

The procedure discussed below is essentially an adoption of the job instruction training course, which has been proved to have a great value. The important steps in training procedure are discussed below: 2.16.1 Preparing the Instructor: The instructor must know both the job to be taught and how to teach it. The job must be divided into logical parts so that each can be taught at a proper time without the trainee losing the plan. For each part one should have in mind the desired technique of instruction, that is, whether a particular point is best taught by illustrations, demonstrations or explanations. A serious and committed instructor must: o Know the job or subject. o Have the aptitude and ability to teach. o Have willingness towards the profession. o Have a pleasing personality and capacity for leadership. o Have the knowledge of teaching principles and methods. o Be a permanent student, in the sense that he should equip himself with the latest concepts and knowledge. 2.16.2 Preparing the Trainee: As in interviewing, the first step in training is to attempt to place the trainee at ease. Most people are somewhat nervous when approaching an unfamiliar task. Though the instructor may have executed this training procedure, many times he or she never forgets its newness to the trainee. The quality of empathy is a mark of a good instructor. 2.16.3 Getting Ready to Teach: This stage of the program involves the following activities: o Planning the program. o Preparing the instructors outline. o Do not try to cover too much material. o Keeps the session moving along logically o Discuss each item in depth.
A Study On Training Program At Park Plaza o Repeat but in different words. o Take the material from standardized texts when it is available. o When the standardized text is not available, develop he program and course content best on group approach. The group consists of employer, skilled employees, supervisors, trade union leaders and others with job requirements. Group prepares teaching material. o Teach about the standard to the trainee like quality, quantity, waste or scrap, ability to work without supervision, knowledge or procedure, safety rules, human relations etc. o Remember your standards before you teach.
2.16.4 Presenting the Operation: There are various alternative ways of presenting the operation, viz., explanation, demonstration etc. An instructor mostly uses these methods of explanation. In addition, one may illustrate various points through the use of pictures, charts, diagrams and other training aids. 2.16.5 Try out Trainees Performance: As the continuation of the presentation sequence given above, the trainee should be asked to start the job or operative procedure. Some instructors prefer that the trainee explains each step before doing it, particularly if the operation involves any danger. The trainee, through repetitive practice, will acquire more skill
2.16.6 Follow-up
The final step in most training procedure is that of follow-up. When people are involved in any problem or procedure, it is unwise to assume that things are always constant. Follow-up can be adapted to a variable reinforcement schedule as suggested in the discussion of learning principles. Every training program should have a follow-up; otherwise the training programs in the future cannot be improved.
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2.17 GENERAL PRINCIPLES OF TRAINING:

2.17.1 Training Objectives: There should be specific training objectives. This will help in deciding about the type of training required. The performance standard of employee should be decided and training should be directed to achieve them. 2.17.2 Individual Consideration: All individual do not have the same aptitude, background, education, experience, capability of understanding and interests. Any training program shall have to keep in view all these individual considerations. This is more important in case of supervisory training. 2.17.3 Training Motivation: It helps employees in increasing their performance. This will bring them more financial benefit and create greater avenues for promotion. When employees realize the need of training for their own benefit and future development then they will take keen interest in it. 2.17.4 Uses of Previous Training: The previous experience of education acquired by the employees should also be made use of while planning their training. If the new training is entirely different than what they had learnt, they will find difficulty in following it. 2.17.5 Suitable Organization Conditions: The conditions prevailing in the organization should be conductive to the training programs. The conditions should rather encourage employees to learn more. Training should be imparted with the full support of top management otherwise it will not succeed. 2.17.6 Involvement of Trainees: To make training an effective tool of learning, trainees should also be involved in these programs. They should be provided with opportunity to practice the newly needed behaviour norms.
2.17.7 Preparing the Instructor: The instructor or trainer is the key figure in the training program. The trainer should not only be a good teacher but must know the subject and the
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A Study On Training Program At Park Plaza job also. Good trainers should be developed both from inside and outside the organization. 2.17.8 Feedback: The trainers should be provided with feedback about their performance. If their performance is not up to the expected levels, they should be told to improve their work. When they get regular and constructive feedback, it will help them in improving their work. Skills that are practiced often are better learned and less easily forgotten. Therefore, trainees should be allowed continuously practice. 2.17.9 Appropriate Techniques: The methods and processes of training should be related directly to the needs and objectives of the organization. It should be conducted as far as possible in the actual job environment so as to be meaningful.
2.18 ADVANTAGES OF TRAINING:
2.18.1 Increased Productivity: An increase in skill usually results in an increment in both quality and quantity of output. However, the increasingly technical nature of modern jobs demands systematic training to make possible even minimum levels of accomplishment. 2.18.2 High morale: Possession of needed skills helps to meet such basic human needs as security and ego satisfaction. Collaborate personnel and human relations programme can make a contribution towards morale, but they are hollow shells if no solid core of meaningful works down with knowledge, skills and pride.
2.18.3 Reduced Supervision: The trained employee is one who can perform with limited supervision. Both employee and supervisor want less supervision greater independence is not possible unless the employee is adequately trained. 2.18.4 Reduced Accidents:
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A Study On Training Program At Park Plaza More accidents are caused by deficiencies in people than by deficiencies in equipment and working conditions. Proper training in both job skills and safety attitudes should contribute towards a reduction in the accident rate. 2.18.5 Increased Organizational Stability:
The outcomes of training program help for organizational stability by enhancing organizations human capacity. The ability of an organization to sustain its effectiveness despite the loss of key personnel can be developed only through creation of a reservoir of employees
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3 HOSPITALITY INDUSTRY :
AN OVERVIEW
Hospitality is all about offering warmth to someone who looks for help at a strange or unfriendly place. It refers to the process of receiving and entertaining a guest with goodwill. Hospitality in the commercial context refers to the activity of hotels, restaurants, catering, inn, resorts or clubs who make a vocation of treating tourists.
3.1 Origin of Hospitality: When ancient human first ventured beyond their tribal settlements there were, of course no hotels to accommodate them. Most likely, this early travellers were either warrior of tenders. Early travellers traded merchandise, such as ornaments, cloth and animals for lodging. Almost certainly inns keeping are of first service for which money was exchanged. The most famous lodging event is related in the King James Version of the Bible. Marry and Joseph was funned away by a Bethlehem innkeeper because there were no rooms at the inn.According Biblical scholars, the innkeeper may have meant to give birth. The stable where Marry and Joseph sent the night was probably almost as comfortable as, and certainly more private than, the inn itself. In the 3rd century A.D. the Roman Empire developed an extensive system of brick-paved roads throughout Europe and Asia minors for the constructed along the major thoroughfares, extending from Spain and Turkey. It was not until the industrial revolution of the 1700s that the European Taverns began to combine food and beverages service with lodging. Even so, little attention was given to sanitation. Bed as well as rooms still had to be shared with other travellers and the rates were step. To accommodate wealthy travellers luxurious travellers structures were expected with private rooms, individual sanitation and all the comforts of a European castle.
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A Study On Training Program At Park Plaza In colonial America, inns were modelled after European taverns, with sleeping quarters shared by two or more guests. In the novel Moby Dick by Heroman Melville, a way-faring seaman checks into a 19th century, New England inn and later wakes up to find himself sharing a bed with another guest. Although not every client found himself sleeping with a Melanesian warrior, sharing beds with strangers was common practice in early American and European inns.
3.2 Origin of Hospitality in India:The origin of food and accommodation facilities could be traced back to the Mohenjo-Daros and Harappa civilization colonies were established for the travellers only. Usually the housing colonies set up at a pattern given below. For example a category of houses were provided for chief traveller who may have come for business dealings, the second category of travellers who have come with his family. Third one was offered to their servants, sena this i.e. chariot riders who were accompanying the travellers. This between 1500 B.C. to 300 B.C. the country has visualized the commercialization of tourism. Several roads were constructed and the transportation network developed considerably during this the houses that began to provide food and accommodation was known as ASHRYA. Under the Mayuryan period ASHRYA offered different types of accommodation with luxury and comfort. All these service were offered on payments. Even exchanges of currency from then countries were also offered. Southern India also experienced this type of growth during the region of Pallavas, Chalukyas. With the arrival of the British, India has visualized that what could be termed a the foundation of the modern tourism set up. They also introduced the system of carrying official documents from one place to another place and set up dakghar (post office) at different contents which could be termed as the foundation at different destinations and centres grease up rapidly. Some of the earliest known commercial establishments were Paddy Green/ Paddy George, which still exist in Goa, through preserved by department of tourism, government of India. Pestonjee hotel is the first hotel
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A Study On Training Program At Park Plaza in India to offer credit facilities. The Ankukm hotel in Kolkata was renamed as the great eastern hotel in 1858. The Taj (Mumbai) was the first luxury hotel to be constructed in India. Helped with unique efforts by government and all other stakeholders, including hotel owners, resort managers, tour and travel operators and employees who work in the sector, Indian hospitality industry has gained a level of acceptance world over. It has yet to go miles for recognition as a world leader of hospitality. Many take Indian hospitality service not for its quality of service but India being a cheap destination for leisure tourism. With unlimited tourism and untapped business prospects, in the coming years Indian hospitality is seeing green pastures of growth. Availability of qualified human resources and untapped geographical resources give great prospects to the hospitality industry. The number of tourists coming to India is growing year after year. Likewise, internal tourism is another area with great potentials. In 2003-04 the hospitality industry contributed only 2% of the GDP. However, it is projected to grow at a rate of 8.8% between 2007-16, which would place India as the second-fastest growing tourism market in the world. This year the number of tourists visiting India is estimated to have touched the figure of 4.4 million. With this huge figure, India is becoming the hottest tourist destination. The arrival of foreign tourists has shown a compounded annual growth of 6 per cent over the past 10 years. Besides, travel and tourism is the second highest foreign exchange earner for India. Moreover, it is also estimated that the tourism sector will account for nearly 5.3 per cent of GDP and 5.4 per cent of total employment.
3.3 EVOLUTION OF HOTEL INDUSTRY IN INDIA:

The hotel industry that exists today can be traced back to 3000 B.C. where the earliest inns were homes with rooms provided for travellers. Conditions improved in 1700s England when the renaissance sparked the desire to travel. The United States saw its hotel industry created a century later. By this time they had revolutionized many firsts in the industry
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A Study On Training Program At Park Plaza including private rooms with locks and doors, free soap, a trained staff, and a pitcher of water in each room. Indoor plumbing and the creation of the lobby followed shortly thereafter. The business of providing strangers with hospitable means has come a long way. What once was a service to fellow man is now the foundation numerous economies throughout the world. The modern era of the hotel industry saw its beginnings in 1794 New York where the first ever hotel was built. Profit potential was recognized with the inception of the industrial revolution. Stock companies invested in hotels seeking profit from property value appreciation and room occupancy revenue. Surrounding communities were promised increase in sales by means of higher volume of people passing through., the industry creates a multitude of opportunities that now saturate the industry in the form of spin-offs of these top four hotel companies creating the most common chains we know of today. History has proven that the success of this industry has largely to do with two factors, location and innovative integration, the combination of these two has created a margin between the larger chains and those who operate on a smaller scale. Soap and locks on doors were the innovation for their day. Strategic placement and product differentiation once again guide the success of this industry. The word hotel is derived from the French hotel (coming from hate meaning host), which referred to a French version of a townhouse or any other building seeing frequent visitors, rather than a place offering accommodation. A hotel is an establishment that provides paid lodging on a short-term basis. The provision of basic accommodation, in times past, consisting only of a room with a bed, a cupboard, a small table and a washstand has largely been replaced by rooms with modern facilities, including en-suite bathrooms and air conditioning or climate control. Additional common features found in hotel rooms are a telephone, an alarm clock, a television, and Internet connectivity; snack foods and drinks may be supplied in a mini-bar, and facilities for making hot drinks.
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A Study On Training Program At Park Plaza Larger hotels may provide a number of additional guest facilities such as a restaurant, a swimming pool or childcare, and have conference and social function services. Some hotels offer meals as part of a room and board arrangement.
3.4 Background of Hotel Industry:

The Hotel Industry comprises a major part of the Tourism industry. Historically viewed as an industry providing a luxury service valuable to the economy only as a foreign exchange earner, the industry today contributes directly to employment (directly employing around 0.15 million people), and indirectly facilitates tourism and commerce. Prior to the 1980s, the Indian hotel industry was a slow-growing industry, consisting primarily of relatively static, single-hotel companies. However, the Asiad, held in New Delhi in 1982, and the subsequent partial liberalization of the Indian economy generated tourism interest in India, with significant benefits accruing to the hotel and tourism sector, in terms of improved demand patterns. Growth in demand for hotels was particularly high during the early 1990s following the initiatives taken to liberalize the Indian economy in FY1991, as per the recommendations of the International Monetary Fund (IMF). The euphoria of the early 1990s prompted major chains, new entrants and international chains to chalk out ambitious capacity additions, especially in the metropolitan cities. However, most of these efforts were directed towards the business travellers and foreign clientele. In recent years, the hotels sector has grown at a faster rate than GDP. As a result, the share of hotels & restaurants in GDP at current prices has increased from 1.2per cent in FY2000 to 1.5per cent in FY2005. In constant (1999-2000) prices, the GDP from hotels and restaurants has increased from Rs. 222.65 billion in FY2000 to Rs. 335.49 billion in FY2005. As a result, the share of hotels and restaurants in total GDP at constant prices has increased from 1.24per cent in FY2000 to 1.40per cent in FY2005.
3.5 Structure of Hotel Industry:

Hotels in India are broadly classified into 7 categories (five star deluxe, five-star, four star, three star, two star, and one-star and heritage hotels) by
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A Study On Training Program At Park Plaza the Ministry of Tourism, Government of India, based on the general features and facilities offered. The ratings are reviewed every five years. As of December 2005 (latest available figure) there are following number and category of hotels. 3.5.1 Table - Category of hotels
Star Category 5-Star Deluxe 5-Star 4-Star 3-Star 2-Star 1-Star Heritage To be
No of Hotels 82 92 132 704 587 212 83 50 1934
No of Rooms 18764 11332 9401 31039 19031 695 2216 5127 103973
classified Total
The table excludes hotels in the unorganized sector that have a significant presence across the country and cater primarily to economy tourists. Premium and Luxury Segment This segment comprises the high-end 5-star deluxe and 5-star hotels, which mainly cater to the business and up market foreign leisure travellers and offer a high quality and range of services. The segment accounted for 29per cent of the total hotel rooms in the country in December 2005.
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3.5.2
A Study On Training Program At Park Plaza Mid-Market Segment
This segment comprises 3 and 4 star hotels, which cater to the average foreign and domestic leisure travellers. This segment also caters to the middle level business travellers since it offers most of the essential services of luxury hotels without the high costs since the tax component of this segment are lower compared with the premium segment. 3.5.3 Budget Segment These comprise 1 and 2 star hotels referred to as Budget Hotels. These categories do not offer as many facilities as the other segments but provide inexpensive accommodation to the highly price-conscious segment of the domestic and foreign leisure travellers. 3.5.4 Heritage Hotels
In the past four decades, certain architecturally distinctive properties such as palaces and Forts, built prior to 1950, have been converted into hotels. The Ministry of Tourism has classified these hotels as heritage hotels. 3.5.5 Others
At any point in time, applications for classification are usually pending with the Ministry of Tourism because of which such properties remain unclassified. The number of hotel rooms pending classification has declined from historical 15-20per cent to 5per cent of the total rooms available in the recent past.
3.6 Features of Hotels Industry:

The hospitality industry consists of companies within the food services, accommodations, recreation, and entertainment sectors. The hospitality industry is a several billion dollar industry that mostly depends on the availability of leisure time and disposable income. A hospitality unit such as a restaurant, hotel, or even an amusement park consists of multiple groups such as facility maintenance, direct operations (servers, housekeepers, porters, kitchen workers, bartenders, etc.), management, marketing, and human resources. Usage rate is an important variable for the hospitality industry. Just as a factory owner would wish to have his or her productive asset in use as much as possible (as opposed to having to pay fixed costs while the factory isn't
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A Study On Training Program At Park Plaza producing), so do restaurants, hotels, and theme parks seek to maximize the number of customers they "process". In viewing various industries, "barriers to entry" by newcomers and competitive advantages between current players are very important. Among other things, hospitality industry players find advantage in old classics (location), initial and ongoing investment support (reflected in the material upkeep of facilities and the luxuries located therein), and particular themes adopted by the marketing arm of the organization in question (such as a restaurant called the 51st fighter group that has a WW2 theme in music and other environmental aspects). Very important is also the characteristics of the personnel working in direct contact with the customers. The authenticity, professionalism, and actual concern for the happiness and well-being of the customers that is communicated by successful organizations is a clear competitive advantage This significant growth of the tourism industry is the direct result of changes in international consumer behaviors as well as economic prosperity and political stability within the region. Historically, the supply of lodging facilities within the region has proved to be both inadequate in terms of product quality as well as insufficient in quantity for meeting the increasing levels of demand. These elements of supply and demand have created a favourable investment climate for development within the region, resulting in a real estate boom in both tourism and residential development. The growth in residential real estate development has been primarily driven by foreign demand for vacation and retirement homes in both urban and resort destinations within the region. Investment and development has been further supported by the variety of financial incentives for investment in tourism projects offered by national governments as well as the availability of local capital for the financing of large projects. The first goal is to find ways to operate the hotel according to the idea of a triple bottom line, which embodies profitable operation combined with attention to the people who use and work in the hotel and a focus on careful stewardship of resources. While that goal is important, even more vital is to use the hotels position as an industry leader in the nations capital to demonstrate to the hotel industry, customers, and vendors that sustainable
A Study On Training Program At Park Plaza operation is the best strategy to ensure successful hotel operation. The sustainability initiative goes beyond such well-known ideas as reusing guest linens, recycling waste materials, and changing to compact fluorescent lamps. 3.7 Classification of hotels: Classification is based on many criteria and classifying hotels into different types is not an easy task. The hotel industry is so vast that many hotels do not fit into single well defined category. Industry can be classified in various ways, based on location, size of property etc. The main hotel chains of India are: The Taj Group of Hotels, the Oberoi Group and ITC Welcome group. Some of the international chains are Hyatt, Marriott, and Le Meridian etc. these properties have also come up in India now.
3.7.1 Based on location
City centre: Generally located in the heart of city within a short distance from business centre, shopping arcade. Rates are normally high due to their location advantages. They have high traffic on weekdays and the occupancy is generally high. Example: Taj Mahal, Mumbai
Motels: They are located primarily on highways, they provide lodging to highway travellers and also provide ample parking space. The length of stay is usually overnight.
Suburban hotels: They are located in suburban areas, it generally have high traffic on weekend. It is ideal for budget travellers. In this type of hotel rates are moderately low.
Airport hotels: These hotels are set up near by the airport. They have transit guest who stay over between flights.
Resort hotels: They are also termed as health resort or beach hill resort and so depending on their position and location. They cater a person who wants to relax, enjoy themselves at hill station. Most resort work to full capacity during peak season. Sales and revenue fluctuate from season to season.
Floating hotels: As name implies these hotels are established on luxury liners or ship. It is located on river, sea or big lakes. In cruise ships, rooms are generally small and all furniture is fixed down. It has long stay guest.
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A Study On Training Program At Park Plaza Boatels: A house boat hotels is referred as boatels. The shikaras of Kashmir and kettuvallam of Kerala are houseboats in India which offers luxurious accommodation to travellers.
Rootles: These novel variants are hotel on wheel. Our very own "palace on wheels" and "Deccan Odessey" are trains providing a luxurious hotel atmosphere. Their interior is done like hotel room. They are normally used by small group of travellers.
3.7.2 Based on Size of Property

The main yardstick for the categorization of hotel is by size the no of rooms available in the hotel.

Small hotel: hotel with 100 rooms and less may be termed as small hotels. Medium sized hotel: hotel which has 100-300 rooms is known as medium sized hotel.
Large hotels: hotel which have more than 300 rooms are termed as large hotels.
Mega hotels: are those hotels with more than 1000 rooms. Chain hotels: these are the groups that have hotels in much number of locations in India and international venues.
3.7.3 Based on the Level of Service

Hotels may be classified into economy, and luxury hotels on the basis of the level of service they offer.
Economy/ Budget hotels: These hotels meet the basic need of the guest by providing comfortable and clean room for a comfortable stay.
Mid market hotels: It is suite hotel that offers small living room with appropriate furniture and small bed room with king sized bed.
Luxury hotels: These offer world class service providing restaurant and lounges, concierge service, meeting rooms, dining facilities. Bath linen is provided to the guest and is replaced accordingly. These guest rooms contains furnishing, artwork etc. prime market for these hotels are celebrities, business executives and high ranking political figures. Example: Hyatt Regency, New Delhi.
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3.7.4 Based on the Length of Stay

Hotel can be classified into transient, residential and semi residential hotel depending on the stay of a guest.
Transient Hotel: These are the hotel where guest stays for a day or even less, they are usually five star hotels. The occupancy rate is usually very high. These hotels are situated near airport.
Residential hotels: These are the hotel where guest can stay for a minimum period of one month and up to a year. The rent can be paid on monthly or quarterly basis. They provide sitting room, bed room and kitchenette.
Semi residential hotels: These hotels incorporate features of both transient and residential hotel.
3.7.5. Based on Theme

Depending on theme hotel may be classified into Heritage hotels, Ecotels, Boutique hotels and Spas.
Heritage hotel: In this hotel a guest is graciously welcomed, offered room that have their own history, serve traditional cuisine and are entertained by folk artist. These hotels put their best efforts to give the glimpse of their region. Example: Jai Mahal palace in Jaipur.
Ecotels: These are environment friendly hotels these hotel use eco friendly items in the room. Example: Orchid Mumbai is Asia first and most popular five star Ecotels.
Boutique hotels: This hotel provides exceptional accommodation, furniture in a themed and stylish manner and caters to corporate travellers. Example: In India the park Bangalore is a boutique hotel.
Spas: is a resort which provide therapeutic bath and massage along with other features of luxury hotels in India Ananda spa in Himalaya are the most popular Spa.
3.7.6. Based on Target Market
Commercial hotel: They are situated in the heart of the city in busy commercial areas so as to get good and high business. They cater mostly businessmen.
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A Study On Training Program At Park Plaza Convention hotels: These hotels have large convention complex and cater to people attending a convention, conference. Example: Le meridian, Cochin, is a hotel with largest convention centre in South India.
Resort hotels: These leisure hotels are mainly for vacationers who want to relax and enjoy with their family. The occupancy varies as per season. The atmosphere is more relaxed. These are spread out in vast areas so many resorts have solar powered carts for the transport of guest.
Suite hotels: These hotel offer rooms that may include compact kitchenette. They cater to people who are relocating act as like lawyers, executives who are away from home for a long business stay.
Casino hotels: Hotel with predominantly gambling facilities comes under this category, they have guest room and food and operation too. These hotels tend to cater leisure and vacation travellers. Gambling activities at some casino hotels operate 24 hours a day and 365 days
3.8 Hotel Industry in India It has witnessed tremendous boom in recent years. Hotel Industry is inextricably linked to the tourism industry and the Growth in the Indian tourism industry has fuelled the growth of Indian Hotel industry. The thriving economy and increased business Opportunities in India have acted as a boon for Indian hotel industry. The Arrival of low cost airlines and the associated price wars have given domestic tourists a host of options. The 'Incredible India' destination campaign and the recently launched 'Atithi Devo Bhavah' (ADB) campaign have also helped in the growth of Domestic and international tourism and consequently the hotel industry. According to a report, Hotel Industry in India currently has supply of 110,000 rooms and there is a shortage of 150,000 rooms fuelling hotel room rates across India. According to estimates demand is going to exceed supply by at least 100% over the next 2 years. The future scenario of Indian hotel industry looks extremely rosy. It is expected that the budget and mid-market hotel segment will witness huge growth and expansion while the luxury segment will continue to perform extremely well over the next few years.
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A Study On Training Program At Park Plaza The Indian hospitality industry is projected to grow at a rate of 8.8% between 2007-16, placing India as the second-fastest growing tourism market in the world. Initiatives like massive investment in hotel infrastructure and open sky policies made by the government are all aimed at propelling growth in the hospitality sector.
3.9 Current Scenario of Hotel Industry:

Over the last decade and half the mad rush to India for business opportunities has intensified and elevated room rates and occupancy levels in India. Even budget hotels are charging USD 250 per day. The successful growth story of 'Hotel Industry in India' seconds only to China in Asia Pacific.
'Hotels in India' have supply of 110,000 rooms. According to the tourism ministry, 4.4 million tourists visited India last year and at current trend, demand will soar to 10 million in 2010 to accommodate 350 million domestic travellers. 'Hotels in India' has a shortage of 150,000 rooms fuelling hotel room rates across India. With tremendous pull of opportunity, India is a destination for hotel chains looking for growth. The World Travel and Tourism Council, India, data says, India ranks 18th in business travel and will be among the top 5 in this decade. Sources estimate, demand is going to exceed supply by at least 100% over the next 2 years. Five-star hotels in metro cities allot same room, more than once a day to different guests, receiving almost 24-hour rates from both guests against 6-8 hours usage. With demand-supply disparity, 'Hotel India' room rates are most likely to rise 25% annually and occupancy to rise by 80%, over the next two years. 'Hotel Industry in India' is eroding its competitiveness as a cost effective destination. However, the rating on the 'Indian Hotels' is bullish. 'India Hotel Industry' is adding about 60,000 quality rooms, currently in different stages of planning and development and should be ready by 2012. MNC Hotel Industry giants are flocking India and forging Joint Ventures to earn their share of pie in the race. Government has approved 300 hotel projects, nearly half of which are in the luxury range. Sources said, the
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A Study On Training Program At Park Plaza manpower requirements of the hotel industry will increase from 7 million in 2002 to 15 million by 2010. With the USD 23 billion software services sector pushing the Indian economy skywards, more and more IT professionals are flocking to Indian metro cities. 'Hotel Industry in India' is set to grow at 15% a year. This figure will skyrocket in 2010, when Delhi hosts the Commonwealth Games. Already, more than 50 international budget hotel chains are moving into India to stake their turf. Therefore, with opportunities galore the future 'Scenario of Indian Hotel Industry' looks rosy. It is expected that the budget and mid-market hotel segment will witness huge growth and expansion while the luxury segment will continue to perform extremely well over the next few years. The roles of the multinational companies are significant with their increasing contribution to the Economy. Basically Services are intangible deeds, processes and performances that cannot be touched, seen or felt but can be experienced. The Service sector is characterized by its diversity. Global opportunities are growing due to accelerated growth of the service economy. In the hospitality industry, Average room rate (ARR) and occupancy are the two most critical factors that determine the profitability, since most of the marginal revenue gets added to the bottom-line. ARR in turn depends upon location, brand image, star rating, quality of facilities, pricing of value added services, complementary services offered and the seasonal factor. The hotels to manage and invest their fund in India adopt many business strategies to establish their place of business and create innovative service packages to their custom. In a long-term perspective, these measures bring significant financial returns. The hotel industry in India has a latent potential for growth. This is because India is an ideal destination for tourists as it is the only country with the most diverse topography and relative political stability. At present India attracts approximately 2.5 Million tourists every year, which is just 0.4% of the world tourist arrivals. Normally the Multinational hotels operated In India can be owned, leased or acquired under management contract basis. Hotel operators want the leverage on their management expertise and brand equity without
A Study On Training Program At Park Plaza making enormous capital investment. In management contract agreements a fee calculated as a percentage of revenue and/or operating profit is charged. Typically, the management fee is to the tune of 3% of the total revenue and 7% of gross operating profits. Most players, with the exemption of IHCL and EIH, have entered into a marketing tie-up with major international hotel chains. Thus we have Hyatt Regency a renowned international hotel chain having tied up with AHL, Leela having tied up with Kempinski and ITCH having a franchisee agreement with ITT Sheraton to use the latter's brand name. For the Indian hotel owners and the international hotel chains the benefit is mutual, tie-up with an international hotel chain puts the hotel on the global map with access to chain's reservation network worldwide. For the international hotel chain they can ride on the boom of the industry without making enormous capital investments on infrastructure and facilities. Associations with international brand also play a major role in image building and attracting foreign tourists. However the value of the international brand gets diluted if a foreign entity enters an agreement with several Indian companies. Luxury hotels operate under single tariff structure whereby the foreign tourists are charged in dollar terms whereas the domestic guest is charged the equivalent amount in rupees. The luxury hotels earn about two-thirds of their revenue from foreign tourists. Leisure travelers constitute
approximately 76.5% of the total tourist arrivals whereas business travelers constitute 21% of the total arrivals. The remainder is accounted by students. The hotel industry is the second largest foreign exchange earner and between 1991 and 1998 there has been a 100% growth in foreign tourists. Hotels benefit from rupee depreciation as over 60% of revenues in the luxury hotel segment are in foreign currencies. Thus any depreciation of the rupee goes directly to the bottom line (FOREX income is also fully tax exempt), as none of the costs are directly linked to the exchange rate. The hotel debt environment is also improving. While many countries are hampered by a still sluggish economy, those with a low interest rate environment with relatively stable-banking conditions will provide opportunities for hotel investors to raise capital. For hotel lenders, from a
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A Study On Training Program At Park Plaza risk/return basis, there has never been a better time to provide new capital to this industry in India
4 ABOUT CARLSON HOTELS

HISTORY
From the hotel epitomizing the glamour of 1960s America, Carlson has grown its hotel portfolio to the 1,068 properties in 77 countries. It became with one hotel located in downtown Minneapolis, in the heart of the mid western U.S. , which set new standards for its era. Today, Carlsons hotel business has grown one of the most dynamic portfolios in the business. It is a portfolio that has expanded one by one, brand by
A Study On Training Program At Park Plaza brand, Country to Country, to represent some of the worlds most respected hotel brand: Radisson Country Inns and Suites By Carlson Park Inn By Radisson Park Plaza Carlson is global, family owned hospitality and Travel Company with a strong portfolio of leading brands. Headquartered in Minneapolis, Minn, Carlson encompasses 1,068 hotels in 77 countries; 992 restaurants in countries; and majority stake in Carlson Wagonlit Travel, the global leader in business travel management.
4.1 PORTFOLIO
The business portfolio has significantly evolved over the last few years to focus on hospitality. They are a global leader in that space for the strengths of the hospitality and travel brands Radisson Country Inns and Suites By Carlson Park Inn By Radisson Park Plaza TGI Friday Carlson Wagonlit Travel (CWT) For Carlson, Hospitality more than a market; it represents the essence of what they do for the guests. They simply like to take care of them and bring them extra ordinary service. The founder, CurtisL.Carlson, had his own way of defining this: Hospitality, Travel, Leisure, and Food What I described, collectively as the Happiness Business.
4.2 HOTELS AMBITION 2015: For Carlson Hotels, the strategy aims to grow the hotel portfolio by at least 50% to reach at least 1500 hotels in operation by 2015. Ambition 2015 entails for priority growth initiatives for our hotel business: Expand Radisson as a powerful, globally consistent, first class brand
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A Study On Training Program At Park Plaza Accelerate the growth of Country Inns and Suites by Carlson in key markets Grow Park Inn by Radisson as a winning mid scale brand across theatres in key countries Continue the push in key emergi8ng economies, with added emphasis on mid- scale The strategy has five main themes:
Establish clear, compelling positioning for each brand Operationalize the brand promise Accelerate development Win the revenue battle Build a global team and organization
4.3 BRANDS UNDER CARLSON
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Fact & figures 1,319 hotels 209,000 rooms 80,000 employees 80 countries USD 7 billion system-wide revenues #9 largest hotel company in the world
Park Plaza Bengaluru is strategically located in the heart of the business district, with convenient access to Bangalore's city centre and IT parks. Bangalore is also a gateway to nearby delights and escapes, and guests enjoy
A Study On Training Program At Park Plaza close proximity to historic, religious and entertainment destinations like Mysore, Bangalore Fort and the Krishna Temple. Bangalore International Airport is a 45-minute drive from the hotel. Name of the company: Park Plaza Address: 90/4, Outer Ring Rd, Marathahalli, Bangalore, Karnataka 560037 Phone:080 4909 4909
4.4 History
Established in 1989, Park Plaza Mandarin Eindhoven is the first hotel opened. The iconic Park Plaza Victoria Amsterdam built in 1980, becomes the company's second hotel. In 1995, Park Plaza Victoria Amsterdam joins the group and an agreement is signed with Park Plaza Worldwide. In 1997, the Park Plaza Astrid Antwerp (Belgium) opens. The group opens its first hotel in 1999 in the United Kingdom, the Shaw Park Plaza in central London (asset no longer a Park Plaza Hotel). In 2000, Park Plaza Hotels Europe acquires the master franchise for the brand from Park Plaza
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A Study On Training Program At Park Plaza Worldwide. The Park Plaza Victoria Amsterdam celebrates its 110-year anniversary. In 2000 Carlson Hotels acquired the Park Plaza Hotels & Resorts brand from Park Plaza Worldwide. The company moves into the world of boutique hotels and expanded by opening of seven hotels in Germany and an art hotel in Budapest Hungary. The Park Plaza Victoria London and Park Plaza Sherlock Holmes, both in central London (The United Kingdom), open late 2001. The second art hotel in Berlin, art hotel Berlin city centre west (Germany) opens as well, featuring 221 artworks from Andy Warhol and Christopher Makos. Further expansion occurs in the United Kingdom with the opening of Park Plaza Nottingham (The United Kingdom). Also, in 2002 strategic marketing and reservations alliance agreed with Carlson Hotels Worldwide. North America, India and EMEA unify to form one brand. The group launches its franchise offering with the opening of its first franchise hotel, Park Plaza Trier (Germany) in 2003. In 2004, Park Plaza Belfast (The United Kingdom) opened. In 2005 one of Londons largest hotels to open for more than 30 years, Park Plaza Riverbank London, opened. Park Plaza Cardiff (The United Kingdom) opened, as well as the companys first all-suite luxury hotel, Plaza on the River Club and Residence, London. In 2006, the company's second Amsterdam hotel, Park Plaza Vondelpark, Amsterdam (the Netherlands) opened. The opening of Park Plaza Tyrrelstown, Dublin (Ireland) and Park Plaza Wallstreet, Berlin (Germany) and 2 new artotels in Germany art hotel berlin kudamm and art hotel Potsdam are completed as well. In 2007, Park Plaza Hotels floats on the London AIM Stock Exchange and the new Park Plaza Hotels Ltd company is created. The company opens its 4th Park Plaza hotel in London, Park Plaza County Hall. In 2008 the site for the first art hotel in London is acquired in Hoxton in association with the Rueben Brothers. In 2010, the biggest London hotel so far opens, Park Plaza Westminster Bridge. Park Plaza in Asia Pacific
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A Study On Training Program At Park Plaza Park Plaza in Asia Pacific are managed by Carlson Hotels in Asia Pacific. There are currently Park Plaza Hotels in key destinations such as Thailand, India and china. In Bengaluru Park Plaza hotel established on 8th June 2010.
4.5 Hotel vision and mission

4.5.1 VISION To establish a superior position as a leading player in hospitality within the competitive set in which we operate. 4.5.2 MISSION To provide our guests superior hospitality at excellent value in various market segments, to offer the highest possible returns for our property and ensure our employees continuous satisfaction and growth opportunities, maintaining consistency in product, warm personalized service and absolute transparency in all our dealings.
4.6 Outstanding Services at our Bangalore, India Hotel The brand-new Park Plaza Bengaluru Hotel provides a wealth of convenient services and amenities to ensure our guests have everything they need to enjoy a pleasant and productive stay in Bangalore, India.
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4.7 Hotel services at Park Plaza Bengaluru include:

24-hour room service Beauty salon with express services, manicure, pedicure and hair treatment Bell desk/travel desk Boutique featuring India's designer fashion and jewellery Business Centre with secretarial services, computer station and walk-in meeting rooms
Gym, open 24 hours Outdoor pool, sundeck and poolside bar on second floor Steam room, sauna and outdoor whirlpool Spa, offering a selection of Indian and Western treatments Business Centre
4.7.1 Enjoy Business Centre amenities:

24-hour secretarial services Walk-in meeting room reserved for in-house guests Wi-Fi enabled Desk stations
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PC station
4.7.2 Fitness & Recreation

The Gym amenities include:

Open 24 hours Complimentary amenities, including fresh fruits, water and towels Lifestyle equipment Cardio vascular section (cardio machines equipped with TV) Strengths section Weights Personal trainer Yoga class
4.7.3 Luxurious spa:

Fusion of western and Indian treatments Facials, full body massages, reflexology 24-hour availability on appointment Forest Essentials products Female and male therapists Four single treatment rooms and one double treatment room Outdoor swimming pool Whirlpool and steam rooms Beauty Salon
4.8 Dining
On-site Dining at our Bangalore Accommodations Guests of the Park Plaza Bengaluru enjoy a wide variety of culinary options within the comfort of our Bangalore accommodations. The refined and modern cuisine is certain to satisfy and delight palates of all types.
4.9Chef: Chef Amitabh Choudhury brings exceptional passion and dedication to every meal he creates. The chef maintains his own personal herb gardens for
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A Study On Training Program At Park Plaza use in his culinary masterpieces, which he creates by playing with flavors from across the globe to forge an innovative yet authentic style.
4.10 Restaurants:
A Study On Training Program At Park Plaza Melange
Saffron
Shao
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4.10 ROOMS
Park Plaza comprises of 218 rooms which is divided into five categories:
1. Deluxe Rooms
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2. Executive Suites
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3. Studio Rooms
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4. Junior Rooms
5. Presidential Suite
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5 Organization structure
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Training At Park Plaza

Process and Methodology of Training at this hotel- There are mainly six types of programs for training and development are used which are:-
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A Study On Training Program At Park Plaza 1. Technical Training: The technical training is skill specific. It can take place in a classroom if it has been decided to be classroom training. There are more technical sessions offered to the trainees. On-The-Job training is a one part of technical training which is aimed to enhance work performance. 2. Quality Training: The quality training includes customer service training. The aim of quality training is to improve processes and products. It is like a non-going effort that embeds continuous improvement within a process. 3. Skills Training: The skills training is about presentations, communication skills, languages, selling, public speaking and negotiating skills. The soft skills trainings are famous as in house trainings to employees. The efforts are to create soft skills among employees like creative thinking skills, communication skills, and other skills required for long term and survival of company. 4. Professional Training: The professional training require professionals from different departments. The professionals are sent to various institutes for this type of training. They send the employees to acquire expert qualifications. 5. Functional Training: The functional training is also like On-The-Job training. This training is usually function and department oriented. The trainees are given diplomas and certificates on these trainings. 6. Managerial Training: The last type of training and development program is managerial training. Some organizations encourage their employees to attend seminars of other companies. The aim is learn best practices in order to bring improvement in the current business work place. It also widens their network. Sometimes these trainings are given to help their management to widen their network with other organizations managers to bring in innovative managerial techniques of improvement. Out of these trainings, Park Plaza follows mainly two kinds of trainings. They are technical and skills training. Other than these induction training, communication skills building training, safety training, workplace wellness training, and supervisor skills training are also followed at this hotel.
Some of the Training programs Conducted In different Department: Department Names:

1. Front Office Room Move
A Study On Training Program At Park Plaza Room Assignment Making A Reservation Airport Pick Up Request Group Block Rooming Doctor On Call Foreign Exchange High Balance Guest Complaints Up Selling Check Out Group
2. ENGINEERING Steam Boiler Operation Grooming Standards WTP Operation How To Do The Ken Fix it Of Guest Room 3. Laundry Personal Hygiene Storing Of Clean Linen Sorting Of Linen Washing Procedure Tagging Of Guest Laundry Dry Cleaning Procedure
4. Kitchen Waste Management Makhani Gravy Sechwan Cooking Details Of Plate Presentation Labadar Gravy Idea Of Cooking In Tandoor Types Of Bread
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A Study On Training Program At Park Plaza 5. F & B Service Buffet Orientation At Mlange Types Of Egg Presentation For Breakfast All Day Dining Menu- Salad All Day Dining Menu Appetizer Telephone Handling Reservation Tea( Service/Basic/Types) Mocktails Menu
6. Security Generally Asked Questition Property Procetion Guest Service Loss Prevention Safety And Security Legal Liability
7. Housekeeping Bed Making Folding Of Bath Linen Cleaning Of Minibar Price Of Guest Room Supplies Chemicals And Usages Pantry Cleaning Standard Placement Of Amenities 8. Spa SOP On Treatment
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A Study On Training Program At Park Plaza Relaxation Message
9. Training Induction
10. Human Resource Importance Of Pf Benefits Of Pf Procedural Withdrawal Of Pf
6 REASERCH METHODOLOGY
In everyday life human being has to face many problems viz. social, economical, financial problems. These problems in life call for acceptable and effective solutions and for this purpose, research is required and a methodology applied for the solutions can be found out. Research was carried out at Park Plaza Bengaluru to find out the training and development process.
6.1 DATA COLLECTION

6.1.1 Primary Data: Primary data was collected through survey method by distributing questionnaires to branch manager and other sales manager. The questionnaires were carefully designed by taking into account the parameters of my study.
6.1.2 Secondary Data:

A Study On Training Program At Park Plaza Data was collected from books, magazines, web sites, going through the records of the organisation, etc. It is the data which has been collected by individual or someone else for the purpose of other than those of our particular research study. Or in other words we can say that secondary data is the data used previously for the analysis and the results are undertaken for the next process.
6.2 METHODOLOGY
Exploratory Research: On the basis of the objective shown above, a methodology has been designed to centre the study in and around method. This project is an exploratory research as it is dependent on both primary data which would be collected through a questionnaire which had been prepared as per the field survey and discussion with the concerned individual. The secondary data which has been collected from various sources. The project here is based on primary data which would be collected with the help of a questionnaire. This primary data collection would be done. The secondary data has also been collected from various literature survey done through material available in books, internet and journal Different statistical tools and techniques like SPSS and Microsoft excel have been used for the study.
6.3 Sampling Detail

A Study On Training Program At Park Plaza The sample size taken for the study consists of 100 EMPLOYEES working in the company . The sampling technique used would be stratified random sampling, where the sampling frame has been divided into non- overlapping group or strata. The data obtained has been analysed with the help of statistical tool. Sampling Convenience Sampling Percentage Method Pie Charts Factor Gap Analysis
6.3.1Sampling:
A Sampling is a part of the total population. It can be an individual element or a group of elements selected from the population. Although it is a subset, it is representative of the population and suitable for research in terms of cost, convenience, and time. The sample group can be selected based on a probability or a non probability approach. A sample usually consists of various units of the population. The size of the sample is represented by n.
Sampling is the act, process, or technique of selecting a representative part of a population for the purpose of determining the characteristics of the whole population. In other words, the process of selecting a sample from a population using special sampling techniques called sampling. It should be ensured in the sampling process itself that the sample selected is representative of the population.
6.3.2 Convenience Sampling:

Convenience sampling is the type of sampling that is used for the analysis. It is a statistical method of drawing representative data by selecting people because of the ease of their volunteering or selecting units because of their availability or easy access. The advantages of this type of sampling are the availability and the quickness with which data can be gathered. The disadvantages are the risk that the sample might not represent the population as a whole, and it might be biased by volunteers.
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A Study On Training Program At Park Plaza For example, a study to determine the average age and sex of gamblers at a casino that is conducted for three hours on a weekday afternoon might be overrepresented by elderly people who have retired and under represented by people of working age. It is also called accidental sampling.
: In this method frequency of the various criteria factors are tabulated and the percentage for each value with respect to the total is found out. They are presented pictorially by way of graphs in order to have better understanding.
The formula is
= No of Respondents Total Respondent
Through these tools it was helpful in knowing the percentage of respondents in each category of the survey.
6.3.4 Pie Charts: A pie graph (or pie chart) is a specialized graph used in statistics. The independent variable is plotted around a circle in either a clockwise direction or a counterclockwise direction. The dependent variable (usually a percentage) is rendered as an arc whose measure is proportional to the magnitude of the quantity. Each arc is depicted by constructing radial lines from its ends to the center of the circle, creating a wedge-shaped "slice."The independent variable can attain a finite number of discrete values (for example, five).The dependent variable can attain any value from zero to 100 percent.
6.3.5 Factor Gap Analysis: Factor Gap analysis is one of the analytical tool that is used in this study in order to know the pros and cons of the appraisal system that was determined through the survey. It is a technique that helps in determining the steps to be taken in moving from a current state to a desired future state. It highlights the gaps that exist and need to be filled.
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6.4 SCOPE OF THE STUDY

The benefit of the study for the research is that it helped to gain knowledge and experience and also provide the opportunity to study and understand the prevalent training and development process The key point of the research is: 1. To study the fact about the company 2. To understand and analyze various HR factors including training and development process in the company 3. To suggest any measure and recommendation for improvement
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7 ANALYSES AND DATA INTREPRETATION
TABLE-1
Table showing the respondents view about participating in the training program:
S. No 1 2 3
Opinion Yes No No Response
Respondent 85 12 3
Percentage 85% 12% 3%
o Interpretation: 85% of the respondents are of the opinion that they are interested in participating in training program and 12% of the respondents disagree in participation in
training program remaining 3% has not given any response.
GRAPH-1
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Graph showing the respondents view about participation in the training program.
respondent
Yes no 3% 12% No responce
85%
o Inference: We can infer that most of the employees have a positive attitude towards participating in the training program.
TABLE-2
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Table showing the opinion of the respondents about the regularly of the training program conducted in the company.
S. No. 1 2
Opinion Yes No
Respondent 95 5
Percentage 95% 5%
Interpretation:
95% of the respondents are of the opinion that the company conducts training program regularly and remaining 5% respondents are of the opinion that training program is not conducted regularly
GRAPH-2
Graph showing the opinion about the regularity of the training program in the company.
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95 100 90 80 70 60 50 40 30 20 10 0 yes no 5
o Inference: We can infer that the company conduct training program regularly for the benefit of the employees.
TABLE-3
Table showing the frequency of training program conducted in the company.
S. No. Opinion Respondent Percentage
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1 2 3 4
A Study On Training Program At Park Plaza Monthly 70 70% Quarterly Half Yearly Yearly 20 10 0 20% 10% 0%
o Interpretation:
70% of the respondents are of the opinion that the company conducts training program monthly, 20% of the respondents are of the opinion that the company conducts training program quarterly, and the remaining 10% of the respondents are of the opinion that the company conducts training program half yearly.
GRAPH-3
Graph showing the frequency of training program.
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monthy quarterly 0% 10% 20% half yearly yearly
70%
o Inference: We can infer that the company conducts training program more frequently to its employees. Most of the training programs are conducted on a monthly basis.
TABLE-4
Table showing the ideal environment for training program.
S. No. 1
Opinion Demonstrations
Respondent 80
Percentage 80%
70
2 3
A Study On Training Program At Park Plaza Open Space 15 15% No Response 5 5%
o Interpretation:
80% of the respondents prefer training through demonstrations, 15% of the respondents prefer the training should be conducted in open space and 5% of employees have not respondent.
GRAPH-4
Graph showing the ideal environment for training program
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Demonstations Open space No response
5% 15%
80%
o Inference:
Most of the employees feel that the ideal environment for training is through demonstration.
TABLE-5
Table showing the facilities provided during training program.
S. No. 1
Opinion Satisfactory
Respondent 94
Percentage 94%
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2 3
A Study On Training Program At Park Plaza Not Satisfactory 2 2% No Response 4 4%
o Interpretation:
From the above table it is clear that 94% respondents are satisfied with the facilities provided during the training program and only 2% respondents are not satisfied with the training.
GRAPH-5
Graph showing the facilities provided during the training program.
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respondent
Satisfactory 2% 4% Not satisfactory No response
94%
o Inference:
Most of the employees are satisfied about the facilities provided by the company during the training program. This shows that the company has provided better facilities during the training program to make it more effective.
TABLE-6
Table showing the incorporation of latest aids and techniques in training program.
S. No. 1
Opinion Yes
Respondent 88
Percentage 88%
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A Study On Training Program At Park Plaza No 12 12%
o Interpretation: 88% of the respondents believe that the company has incorporated the latest training aids and techniques, 12% of the respondents believe that the company has not incorporated the latest training aids and technique.
GRAPH-6
Graph showing the incorporation of latest training aids and techniques.
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88 90 80 70 60 50 40 30 20 10 0 yes yes no no 12
o Inference:
Most of the employees feel that the company has incorporated the latest aids and techniques while conducting training.
TABLE-7
Table showing the conduction of training program by professionals or training institutions.
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S. No. 1 2
A Study On Training Program At Park Plaza Opinion Respondent Percentage Professionals Training Institutions 94 6 94% 6%
Interpretation: 94% of the respondents opinion is that training program is conducted by professionals, only 06% of the respondents opinion is that training program is conducted by training institutions.
GRAPH-7
Graph showing the conduction professionals/training institutions. of training program by
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training institution
professionals training institution
professionals
94
20
40
60
80
100
o Inference:
Most of the employees believe that regular training program is conducted by professionals.
TABLE-8
Table showing the type of job training preferred by the respondents.
S. no.
Opinion
Respondent
Percentage
78
1 2
A Study On Training Program At Park Plaza On-the-job 80 80% Off-the-job 20 20%
o Interpretation:
80% respondents are of the opinion that they prefer on-the-job method of training, and 20% of the respondents prefer off-the-job method of training.
GRAPH-8
Graph showing the type of training preferred by the respondents.
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On-the-job Off-the-job
20%
80%
o Inference:
We can infer that most of the respondents have a liking towards on-the-job method of training. Hence, management can try to adopt training method based on the opinion of the respondents and the areas of training.
TABLE-9
Table showing the effectiveness of the training program.
S. no. 1 2
Opinion Yes no
respondent 100 0
Percentage 100% 0%
80
o Interpretation:
100% of the respondents have a positive opinion about the effectiveness of the training program.
GRAPH-9
Graph showing the effectiveness of training program.
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no 0%
Yes 100%
o Inference:
From the table we can infer that all the employees believe that the training program conducted in the company is effective
TABLE-10
Table showing the objective of attending training session
S. no.
Opinion
respondent
Percentage
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A Study On Training Program At Park Plaza To enhance 15 15% knowledge
To
bring
about 20
20%
attitudinal change 3 To efficiency knowledge 4 To improve 20 20% increase 45 and 45%
communication skills
Interpretation: 15% respondents believe that they are attending training program to increase knowledge, 20% of respondents believe that they are attending training program to bring about attitudinal change, 45% of respondents believe that they increase their efficiency and technical skills and the remaining 20% of respondents believe that they are attending training program to improve communication skills.
Graph- 10 Graph showing the objective of training program.
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To enhance knowledge To increase efficiency and knowledge To bring about attitudinal change To improve communication skills
20%
15%
20%
45%
Inference: From the table we can conclude that most of the employees have a positive attitude towards the training program. Most of the employees felt the importance of training to increase efficiency and knowledge.
TABLE-11
Table showing the techniques of training program preferred.
S. no.
Opinion
respondent
Percentage
84
1 2 3
A Study On Training Program At Park Plaza Lecture Method 20 20% Conference/Demonstrations 76 Seminars 4 76% 4%
o Interpretation:
20% of the respondents are of the opinion that the technique program preferred by them is lecture method, 76% respondents are of the opinion that the technique of training program preferred by them is conference or discussion and remaining 04% respondents are of the opinion that the techniques of the training program preferred by them is through seminars.
GRAPH-11
Graph showing the techniques of training program preferred.
85

76
20
4 Lecture Method Conference/Demonstrations Seminars
o Inference:
From the table we can conclude that most of the employees felt that conference/demonstration method of training is more effective.
TABLE-12
Table showing the instruments to be used to make the session more interactive.
S. no. 1
Opinion Demonstations
respondent 60
Percentage 60%
86
2 3 4
A Study On Training Program At Park Plaza Case study 6 6% Role play seminars 30 6 30% 6%
o Interpretation:
60% of the respondents are of the opinion that the instructor should demonstrate to make the session more interactive, 06% of the respondents are of the opinion that the instructor should adopt case study as a medium for interaction, 30%respondents are of the opinion that the instructor should use the role playing method to make the session more interactive and the remaining 6% of the respondents are of the opinion that the instructor should conduct seminars to make the session more interactive.
GRAPH-12
Graph showing the techniques of training program preferred
87

seminars, 6
Role play, 30 Demonstations, 60
Case study, 6
o Inference:
Most of the employees feel that demonstration method is better to make the training session more interactive and lively.
Table-13
Table showing the contribution towards the improvement of skills.
S. no. 1 2 3
Opinion Colleagues Unit Managers Training
respondent 40 10 45
Percentage 40% 10% 45%
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A Study On Training Program At Park Plaza Department 4 others 5 5%
Interpretation: 40% of the respondents are of the opinion that their colleagues contribute the most to improve their skills, 10% of the respondents are of the opinion that the unit managers contribute the most to improve their skills and the remaining 45% of the respondents are of the opinion that the training department contribute the most to improve their skills.
GRAPH-13
Graph showing the contribution towards the improvement of skills.
89
40 45
Colleagues Unit Managers Training Department others
10
INFERENCE:
Most of the employees felt the need for guidance from training department and support from colleagues to improve upon their skills. It is also known that in the company there is a good relationship between the managers and employees.
TABLE-14
Table showing if training program is always the answer to increase organizational efficiency.
S. no. 1
Opinion Yes
respondent 92
Percentage 92%
90
2 3
A Study On Training Program At Park Plaza No 4 4% No response 4 4%
o Interpretation:
92% of the respondents believe that training is always the answer to increase organizational efficiency, 4% of the respondents believe that training is not always the answer to organizational efficiency and 4% have not response.
GRAPH-14
Graph showing if training program is always the answer to organizational efficiency.
91
100 No response, 4 98 Axis Title 96 No, 4 94 92 Yes , 92 90 88 Axis Title
o Inference: Most of the employees believe that training program helps them to increase organizational efficiency
TABLE-15
Table showing if the training program has helped the respondents to improve professional knowledge.
S. no. 1
Opinion Great extent
respondent 45
Percentage 45%
92
2 3
A Study On Training Program At Park Plaza Certain extent 51 51% No help 4 4%
o Interpretation: 45% of the respondents have the opinion that the training program has helped them to a great extent to improve their professional knowledge, 51% of the respondents have the opinion that the training program has helped them to a certain extent to improve their professional knowledge, 4% of the respondents have the opinion that the training program has not helped them to improve their professional knowledge.
GRAPH-15
Graph showing if the training program has helped the respondents to improve their professional skills.
93

Great extent Certain extent No help
4%
45%
51%
o Inference: Most of the employees feel that the training program has helped them to a certain extent to improve their professional knowledge
TABLE-16
Table showing if the training program has helped to improve competitiveness/increase performance production.
S. No. 1
Opinion Improve Competitiveness
Respondent 58
Percentage 58%
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A Study On Training Program At Park Plaza Increase 40 40% Production Performance
No Response
2%
o Interpretation: 58% of the respondents believe that training program has helped them to improve competitiveness, 40% of the respondents believe that training program has helped them to increase performance production remaining 2% have not response.
GRAPH-16
Graph showing if the training program has helped to improve competitiveness/increase performance production.
95

Improve competitiveness Increase Production Performance No response
2%
40% 58%
o Inference: Most of the respondents view the training program as the effective tool to improve competitiveness and they also feel that the training program has helped them in achieving their goals.
TABLE-17
Table showing the post training opinion of the respondents.
S. no. 1
Opinion Excellent
respondent 50
Percentage 50%
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2 3
A Study On Training Program At Park Plaza Good 20 20% helpfull 30 30%
Interpretation: o 50% respondents feel that the post training opinion is excellent, 20% respondents feel that the post training opinion is good and the remaining 30% respondents feel that the post training opinion is helpful for them.
GRAPH-17
Graph showing the post training opinion of the respondents.
97
helpfull
30
Good
20
Excellent
50
10
20
30
40
50
INFERENCE: Most of the respondents felt that the training programs excellent and also helped them to a greater extent. This shows that the post training opinion of the respondents is very positive towards their overall improvement.
7. FINDINGS & OBSERVATIONS
The questionnaire was drawn up in a format consisting of both closed & open questions. Training methods and content may not be the same for different levels of employees. The participants were from junior to senior level at Hotel Park Plaza. The main purpose of the data collection and statistical calculation was to identify training needs of employees as well as organizational needs. Some of the findings from the survey (questionnaire) are listed below:
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A Study On Training Program At Park Plaza 1. From the study we can know that the employees have a positive attitude towards the training program conducted by the company. 2. Training is conducted by the company at regular intervals. 3. The facilities provided during the training program help the employees to improve their performance. 4. The company has incorporated the latest training aids and techniques as a part of the training program. 5. The study reveals that the training provided by the company is effective and helps the employees to improve performance. 6. The post training opinion or feedback from the employees is very positive. This shows that majority of them are benefited because of the training program. 7. The training program has helped the employees to improve their skills to a great extent. 8. Most of the respondents preferred demonstration and role playing is the effective method of training. 9. The company has incorporated the latest technology as a part of the training program. 10. Most of the respondents prefer on-the-job method of training. 11. The training program has helped the employees to increase the performance production of the company. 12. The ideal environment for training is preferred by demonstrations.
8. RECOMMENDATIONS
1. Since the employees feel that the role playing and demonstration are the best way to provide training the company can give role playing method and demonstration to make the sessions more interactive, informative and interesting. 2. The company can incorporate the latest training aids and techniques to provide training so that it helps the employees to improve their performance. 3. As the employees prefer on-the-job training the company can provide it to the employees so that it improves the performance. 4. The training department has to be more proficient and play a major role in improving the skills.
99
A Study On Training Program At Park Plaza 5. The company can aim at overall competitiveness through training. 6. The company can continue to adopt the same procedure of obtaining post training feedback from its employees. They can take measures to find out the post training performance of the employees through tests etc. 7. The training program can be designed based on the area and the requirement of each training program. 8. The frequency of training program for the appraiser should be increased and these sessions should be made interactive. 9. Participants have opined that in-house training programs should be conducted by internal trainers of the organization. 10. Participants have given the suggestion that management should devise methods for measurement of effectiveness of training imparted. 11. Participants are of the opinion that case studies & examples shared with the participants during the training programs should be more realistic and related to project industries so that the participants can successfully relate the same to their day-to-day job demands. 12. Cross functional departmental training should be imparted in order to do away with the monotony and boredom of their routine work. 13. The Management should implement suggestion scheme across the organization so as to inculcate the culture of innovation & creativity. 14. The survey for identification of training needs should be conducted more frequently in order to gauge the perception of the employees regarding training & development process practiced by the organization. 15. The Management should implement Kirkpatricks model for evaluating the effectiveness of training & development process across the organization. 16. The Management should initiate the process of mentoring by the senior management for new employees to induce hand holding culture in the organization. 17. The Management should initiate the process of mentoring by the senior management for new employees to induce hand holding culture in the organization. 18. The HODs of different departments should compulsorily practice formal process of briefing and debriefing before and after every training program
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A Study On Training Program At Park Plaza respectively with an objective to inculcate learning culture into the organization. 19. The management should strengthen sports & cultural activities (e.g. celebration of festivals, football & cricket matches, photography & drawing competition etc) to foster interpersonal relations within the organization. 20. The Management should enhance horizontal & vertical communication by organizing monthly open feedback sessions, quarterly / monthly performance review meetings etc. with an objective to reduce the gap between the Management & the employees.
CONCLUSION
Training is an important need in any organisation. It is the field concerned with organisational activity aimed to improve the performance of individuals and groups in organisational settings.
The overall opinion of the employees with regard to the company is favourable. The company has to make the training program more competitive, and incorporate the latest techniques in order to bring about better performance in the employees. To conclude, the training program at park plaza is effective to a great extent.
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A Study On Training Program At Park Plaza

through different books for gaining knowledge about the topic.

Evaluating Training Programs: The Four Levels:

C.B.BHANDARI JAIN COLLEGE

A Study On Training Program At Park Plaza

C.B.BHANDARI JAIN COLLEGE

A Study On Training Program At Park Plaza

2.HUMAN RESOURCES MANAGEMENT

motivation of human resources by the organization

C.B.BHANDARI JAIN COLLEGE

A Study On Training Program At Park Plaza

2.2 Human Resource Management: Evolution

2.3 Human Resource Management: Scope

2.4 HRM: Objective

C.B.BHANDARI JAIN COLLEGE

2.5 HRM: Functions

C.B.BHANDARI JAIN COLLEGE

C.B.BHANDARI JAIN COLLEGE

A Study On Training Program At Park Plaza

C.B.BHANDARI JAIN COLLEGE

A Study On Training Program At Park Plaza

2.6.1 Three terms:

2.6.2 Meaning of Training:

2.7 EVALUATION OF TRAINING PROGRAM

C.B.BHANDARI JAIN COLLEGE

2.8 Importance of Training:

2.9 Objectives of Training:

C.B.BHANDARI JAIN COLLEGE

2.10 Benefits of Training:

2.11 NEEDS FOR TRAINING

2.11.2 Organizational viability and the transformation process:

2.11.3 Technological advances:

C.B.BHANDARI JAIN COLLEGE

2.11.4 Organizational complexity:

2.11.5 Human relations:

2.11.6 Change in the job assignment:

2.12 TRAINING NEEDS AND ANALYSIS:

2.12.1 Organizational Analysis:

2.12.2 Departmental Analysis:

2.12.2 Job/Role Analysis:

2.12.3 Manpower Analysis:

2.13 TRAINING ANALYSIS METHODS:

2.14 IDENTIFICATION OF TRAINING NEEDS:

2.15.1 On-The-Job Training Methods:

C.B.BHANDARI JAIN COLLEGE

C.B.BHANDARI JAIN COLLEGE

C.B.BHANDARI JAIN COLLEGE

C.B.BHANDARI JAIN COLLEGE

2.16 TRAINING PROCEDURE

C.B.BHANDARI JAIN COLLEGE

A Study On Training Program At Park Plaza

2.17 GENERAL PRINCIPLES OF TRAINING:

C.B.BHANDARI JAIN COLLEGE

2.18 ADVANTAGES OF TRAINING:

C.B.BHANDARI JAIN COLLEGE

C.B.BHANDARI JAIN COLLEGE

A Study On Training Program At Park Plaza

C.B.BHANDARI JAIN COLLEGE

C.B.BHANDARI JAIN COLLEGE

3.3 EVOLUTION OF HOTEL INDUSTRY IN INDIA:

C.B.BHANDARI JAIN COLLEGE

C.B.BHANDARI JAIN COLLEGE

3.4 Background of Hotel Industry: