Professional Documents
Culture Documents
45
(Affiliated to Andhra
University)
1
2014-2017
CERTIFICATE
This is to certify that this dissertation entitled BEST PRACTICES OF
HUMAN RESOURCES at Novotel Visakhapatnam Varun Beach being
submitted by Ms. M.SWETHA AMOOLYA bearing Regd.No. 2014-1509052 in
partial fulfilment for the award of Bachelor of Business Management in
GVP College, Rushikonda is a bonafide work carried out by under my
guidance and supervision.
Guide:
Prof. K. Gowri Sankar,
Assistant Professor,
Gayatri Vidya Parishad
DECLARATION
Place:
(M.SWETHA AMOOLYA)
Date:
ACKNOWLEDGEMENT
I would like to thank all the before starting my report whose constant
support helped me to bring the project into existence.
I express my sincere thanks to our beloved Sir K.GOWRI SANKAR, Asst
Professor, G.V.P College & P.G. Courses, Visakhapatnam, for his
encouragement and impartial support throughout the academic year.
I would like to express my special thanks of gratitude to our H.O.D.
Dr.G.SYAMALA RAO as well as DIRECTOR Prof.S.RAJANI who gave me
this opportunity to do this project on topic BEST PRACTICES OF HR,
which helped me know lot many things after doing research on this topic. I
am really thankful to them. Secondly I would like to thank my parents and
friends who helped me a lot in finalizing this project within the limited
time frame.
M.SWETHA AMOOLYA
TABLE OF CONTENTS
CHAPTER-1
INTRODUCTION
CHAPTER-2
INDUSTRY PROFILE
CHAPTER-3
COMPANY PROFILE
CHAPTER-4
CONCEPTUAL PROFILE
CHAPTER-5
FINDINGS, ANALYSIS AND INTERPRETATION
CHAPTER-6
SUMMARY
ANNEXURE
BIBLIOGRAPHY
CHAPTER-1
INTRODUCTION
INTRODUCTION
The success of any business depends as much on appropriate, effective,
well-communicated, HR and business practices as it depends on meeting
the requirements of mandated laws and regulations. In fact, good planning
and development of effective practices make regulatory compliance much
easier.
HR Practices helps in increasing the productivity and quality, and to gain
the competitive advantage of a workforce strategically aligned with the
organizations goals and objectives.
OBJECTIVES OF HRM
CHAPTER-2
INDUSTRY PROFILE
INDUSTRY PROFILE
10
Agricultural industry
Mining industry
Fishing industry
Forestry industry
2. Secondary Industry:
Food industry
Textile industry
Automobile industry
Building industry
Sport good industry
3. Tertiary Industry:
Banking industry
Educational industry
Civil defence industry
4. Service industry:
Insurance industry
HOSPITALITY INDUSTRY:
The hospitality industry consists of broad category of fields
within the service industry that includes lodging, restaurants,
event planning, theme parks, transportation, cruise line, and
additional fields within the tourism industry. The hospitality
11
HOTEL INDUSTRY:
A hotel is an established that provides lodging paid on a shortterm basis. The provision of basic accommodation, in times
past, consisting only of a room with a bed, a cupboard, a small
table and 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, a safe, a mini-bar with snack foods, drinks, and
facilities for making tea and coffee. Luxury features include
bathrobes and slippers, a pillow menu, twin-sink vanities, and
Jacuzzi bathtubs. Larger hotels may provide additional guest
facilities such as a swimming pool, fitness centre, business
12
13
ACCOR GROUP
HISTORY OF ACCOR GROUP:
In the 1960s, the travel industry in France was booming, but
many new hotels were concentrated only in major urban areas
such as Paris. At the time, Paul Dubrule and Gerard Pelisse
were both living in the United States, working for major
computer firms. They went into business together, and in
1967, founded the SIEH (Society d'investissement ET
d'exploitation hoteliers) hotel group. Having seen the success
of American lodging properties in suburban areas and along
major highways, Dubrule and Pelisson opened their first
American-style NOVOTEL hotel outside Lille in northern France.
In 1974, they launched the ibis brand with the opening of the
ibis Bordeaux. The following year, SIEH acquired the
Courtepaille and Mercure brands, and in 1980 the Sofitel hotel
brand, which then consisted of 43 hotels. Two years later, in
1982, the SIEH bought out Jacques Borel International, the then
world-leading brand offering restaurant vouchers. In 1983, the
Group, which had restaurant tickets and hotels, changed its
name to the Accor Group. In 1984, Dubrule and Pelisson were
elected "Managers of the Year" by Frances Le NOVOTEL
Economist magazine. In 2010, Accor SA sold 48 hotels for 367
million Euros ($465 million) as part of a plan to liquidate some
real estate holdings including 31 properties in France, 10 in
Belgium, and 7 in Germany. The sale occurred over the next
three years and cut debt by about 282 million Euros.
The Accor Group continued to expand. In 1985, it launched
Hotel Formula 1 brand, offering basic accommodation at low
prices
Five years later, in 1990, it entered the North American market
by acquiring Motel 6 and thereafter bought the Red Roof Inn
14
ACCOR AS A BRAND:
Accor is a French hotel group, part of the CAC 40 index, which
operates in over 91 countries. Headquartered in Paris, France,
the group owns, operates and franchises 4,426 hotels ranging
from economy to luxury (as December 2011) on five
continents.
Previously, the group comprised a hotels branch (Accor
Hospitality whose activities are now the groups core
business) and a corporate services branch (Accor Services).
Accor Services sold service vouchers to over 430,000
companies and institutions and 30million users in 40 countries.
The company demerged its Accor Services unit in 2010 under
the name Eden Red.
15
16
CHAPTER-3
COMPANY PROFILE
COMPANY PROFILE
17
NOVOTEL
KEYFEATURES:
NOVOTEL worldwide:
395 hotels & resorts in 60 countries, i.e., 71872
bedrooms, (31 December 2009).
1. 9 millions kids welcomed in 2009.
30,000 Employees.
18
has
anticipated
its
clients
expectations
of
development,
international
program
NOVOTEL
of
committed
environmental
and
to
an
social
19
innovation,
fully
air-
conditioned
hotel.
An
Bagnolet - France)
20
1992:
NOVOTEL
becomes
established
in
Russia
opening of It is mine
with
the
NOVOTEL
Citygate
Hong
Kong
(440
the world. NOVOTEL makes an initial entry into Turkey with the
opening of the first NOVOTEL in Istanbul
2008:
In
April,
NOVOTEL
Hyderabad
Airport
was
COMPANY PROFILE:
MISSION:
YOU Our mission your satisfaction. Satisfaction has always
been a mission committed by all the employees of NOVOTEL.
Quality has always been a major objective and focus of our
brand mission.
MANPOWER PARTICULARS:
22
CONTACTORS:
Contract Employees (HRC) 63
23
Asias
largest
convention
facility,
Hyderabad
40,000
sq
ft
of
banqueting
space
spread
over
12
over 4000 guest. The hotel has 225 rooms, out of which 32 are
extended rooms for long stays with kitchens.
There is a Premium Lounge available exclusively for Premiere
floor guests where there are plans to add snooker and pool
table. Befitting its claim as next generation hotel, this
NOVOTEL will have Eureka Room, an all inclusive meeting room
set to revolutionize the meeting environment. The room will
feature unconventional and modular ergonomic furnishings
along with state of the art technology tools. Replete with a
comfortable environment and the latest in-room amenities, the
guest rooms at the hotel are in accordance with the brands
latest design. To suit the needs of business travellers, the hotel
offers dedicated 8 mbps Wi-Fi services throughout the hotel.
To delight the palate of not just business and leisure travellers
but also the locals, the hotel offers contemporary dining
options. An all day dining signature restaurant, The Square,
offers Asian, Western and Indian influenced cuisine in the form
of buffets, set menus and a la Carte selections. Zaffran is a
specialty Indian restaurant, set by the pool and landscaped
lawns overlooking the ocean. The hotel also has a lounge and
Sugar, the pastry shop. There are also plans to add a pub to
the hotel.
225
25
Highlights:
Over 3500 sq meters of indoor and outdoor banqueting space.
Enchanting ocean view.
5 meeting rooms for breakout sessions.
State-of-the-art Eureka Room for power meetings.
Ballroom capacity of 1200 guests.
A plush pre-function foyer area of over 920 sq meters.
Wedding capacity of 4000 guests.
Rest Rooms in total:
163- Superior Rooms
28- Extended stay Rooms
core
values of innovation, a
spirit
of
Accor
brand
hotels
worldwide.
Managers
NOVOTEL:
Committed
to
Sustainable
Development
With PLANET 21, Accors sustainable development program,
NOVOTEL commits itself to the planet!
Always a pioneer, the brand wishes to anticipate customer
expectations and meet environmental and social challenges.
This is why NOVOTEL has chosen to rely on world renowned
26
environmental
certification,
ISO
14001,
to
structure
its
Competitors of NOVOTEL:
The market competitions of NOVOTEL Visakhapatnam are the
neighbouring hotels like:
NOVOTEL Promises:
27
Beverages service.
Warm ambiance in every restaurant of NOVOTEL.
Meeting at NOVOTEL to make your every event a success.
NOVOTEL offers to make every family welcome.
emerging
services
and
facilities
in
both
the
i.
ii.
3. Absorbing
HRC
Employees
into
NOVOTEL
29
General Manager.
No HRC employee will have the right to demand for
permanent employment.
employees. They are follows:Industrial Training will undergo on the job training for 22
weeks and will be taken from reputed Hotel Management
colleges.
They will be under the control of training and development
department
The T&D department will prepare schedules of their training
It is proposed to fix a stiffened of R.s 1000 per month and free
meals on duty.
Few Corporate Policies are as follows:1. Employee Social Activities:- The objective of this policy is
that the business unit should initiate a calendar of social
30
overall performance.
3. Entitlement for leave:- They include
National and festival holidays is displayed on employee notice
board
Employee is entitled to take any 6 festival holidays
Employees are entitled to a 4 national holiday in a year
All the employees will be eligible for 12 days of casual leave
calendar year.
4. ConductThe three intolerances: - They include
Theft and malpractice
Use of drugs or alcohol
Discrimination
Drinking while on duty or reporting to work drunk
31
include
Every employee joining the organization will be given unique
They include
Management team leaders (Grade 7 and 6) will receive special
token of gift for their excellence of service (minimum 1 year of
service is required).
Farewell party can be held at Accor meeting room or any F&B
outlet.
HOD members can be gifted a souvenir worth Rs 2000/-
maximum
Human Resource Development Activities:
Annual Day once a year
Womens days celebrations for an whole week
32
Cricket leagues
Wage Scale And Components:
Wage rate depends on:
Position/ Designation
Experience
Break up of salary:
o 40% of CTC Amount Is Basic Salary
o 40% of basic salary is the house rent allowance
o Conveyance allowance fixed at Rs 800 per month
o Special allowance is the left over amount which is
added up after calculating the entire CTC
o Leave travel allowance (LTA) after 1year deducted
from CTC 10% on basic salary = LTA per month
given after finishing one year.
o Provident fund 12% on basic salary (both employer
and employee)
o ESI 4.74% on gross (Employer) & 1.75% on gross
(Employee)
Employee separation method:
The employees are separated according to the
following
grades:Grade 1
Grade 2
Grade 3
Grade 4
Grade 5
Grade 6
Grade 7
Unskilled
Associate
Team leader
Assistant Manager
Manager
Head of the Department
Executive Committee
purpose
Most of their work is done through MS-office
In future they are planning on using an ERP package which
includes all the functions.
33
34
sales.
Every year in NOVOTEL many events food fests are going on.
To generate more sales promotion place an crucial role.
Marketing people take care of promotion part.
They are promoting the events very effectively to reach target
audience.
They are promoting in several ways:
Sending mails to the customers Email.
Hording at the main centres.
Social Media Promotions.
Taj Gateway.
The Park Hotel.
Four points.
Grand Bay Hotel
Palm Hotel
Review of the present market competition is one of the
functions done by marketing team. According to the review
they implemented new plans and for getting more sales and
sustain in the market.
7 Ps
Product:
In case of services, the product is intangible, heterogeneous
and perishable. Moreover, its production and consumption are
inseparable. Hence, there is scope for customizing the offering
as per customer requirements and the actual customer
encounter therefore assumes particular significance. However,
too much customization would compromise the standard
delivery of the service and adversely affect its quality. Hence
particular care has to be taken in designing the service
offering. NOVOTEL is offering excellent banqueting facilities,
rooms, meeting rooms, restaurant-bar.
There are total 225 seas facing rooms. In that 159 are superior
rooms, 23 are premier rooms, 32 are long stay rooms, 9
executive suites, 1 presidential suite and 1 room for specially
able.
35
There are six restaurant- bars which are The Square, Zaffran,
Vue, Infinity, Sugar, and Premier Lounge.
There are 11 banquet halls : V-Convention (1,2,3) ; Coral
(1,2,3) ; Pearl (1,2,3) ; Eureka ; Summit ; Board Rooms.
Price:
Pricing of services is tougher than pricing of goods. While the
latter can be priced easily by taking into account the raw
material costs, in case of services attendant costs - such as
labour and overhead costs - also need to be factored in. Thus a
restaurant not only has to charge for the cost of the food
served but also has to calculate a price for the ambience
provided.
The diverse nature and character of dishes, involvement of
cost and spending power of customer.
The cost of banqueting is charged in hours basis for corporate
purpose and for social purpose it is charged at per plate basis.
Charges per night to stay in NOVOTEL are Rs 5329-9467. It
varies from time to time.
Place:
The location of the hotel is the most important business
decision for the hotel.
As located adjacent to Varun inox multiplex and close to
airport,
NOVOTEL
Visakhapatnam
Varun
beach
has
People:
People are a defining factor in a service delivery process, since
a service is inseparable from the person providing it. Thus, a
restaurant is known as much for its food as for the service
provided by its staff:
o
o
o
o
o
Skilled people
Professional person
Personal agents
Technological person
Travel
Process:
The process of service delivery is crucial since it ensures that
the same standard of service is repeatedly delivered to the
customers. Major Service encounter that extremely delight or
disappoint are:
37
Check in
Bell person carrying luggage to the room
Food
Wake up call
Banquet on time arrangements
Check out
Speed of the service.
Physical Evidence :
When you sell tangible goods, you can offer your customer the
chance to try before they buy, or at least see, touch or smell.
With services, unless you offer a free trial, your customer will
often be buying on trust. And to help them do so you need to
provide as much evidence of the quality you will be providing
as possible. So physical evidence refers to all the tangible,
visible touch points that your customer will encounter before
they buy, from your reception area and signage, to your staffs.
PURCHASE DEPARTMENT:
The
main
functions
of
purchase
department
include
Product Information
Availability of new products
Maintaining purchase records and stock records
Supplier files and manufacturing catalogues
Contract files
Purchase meeting
General Manager, Finance Controller and purchase department
executives meet at regular intervals. They discuss upon:
I. Changing major vendors
II.
Purchase of items in bulk
III. Exchange of information in product exchange and new
products
FINANCE DEPARTMENT:
The finance department has 4 major sections namely payables,
receivables purchases,
food
and
beverages
control
and
39
FINANCE CONTROLLER
ACCOUNTS
CREDIT MANAGER
PURCHASE
MANAGER
PAYROLL
ACCOUNTS ASSISTANT
PAYABLES
STORE PERSONS
RECIEVABLES
CASHIER
are
responsible
for
menus,
budgeting,
RESTAURANT
BAR
MANAGER
MANAGER
BANQUET
MANAGER
SUPERVISOR
SUPERVISOR
SUPERVISOR
F&B ATTENDANT
BANQUET ATTENDENT
BAR
ATTENDENT
HOUSEKEEPING DEPARTMENT:
some
contact
with
customers.
Members
of
the
and
laundry
duties
(linen,
towels
and
guest rooms and, usually, the public spaces of the hotel. The
housemen are usually males who perform cleaning activities
but who also perform manual labor that the housekeepers may
have difficulty with. Turning mattresses, stocking linens and
other heavy labor.
CULINARY DEPARTMENT:
ORGANOGRAM ACCORDING TO ACOOR NOVOTEL
EXECUTIVE CHEF
SOUS CHEF
CHEF DI PARTIES
DEMI CHEF
42
COMMI
BELL DESK
CONCIERGE
MANAGER
MANAGER
RELATION
EXECUTIVE
SUPERVISOR
SUPERVISOR
SUPERVISOR
SUPERVISOR
SUPERVISOR
RECEPTIONIST
TEAM LEADER
PORTER
GUEST RELATIONS
OFFICER
TECHNICAL
MANAGER
SUPERVISOR
HANDYMAN
44
45
CHAPTER-4
CONCEPTUAL PROFILE
FUNCTIONS OF HRM
Managerial Functions:
The Human Resource Manager is a part of the organisational
management. So he must perform the basic managerial functions of
46
1. Planning:
To get things done through the subordinates, a manager must plan ahead.
Planning is necessary to determine the goals of the organisation and lay
down policies and procedures to reach the goals. For a human resource
manager, planning means the determination of personnel programs that
will contribute to the goals of the enterprise, i.e., anticipating vacancies,
planning job requirements, job descriptions and determination of the
sources of recruitment.
The process of personnel planning involves three essential steps.
Firstly, a supply and demand forecast for each job category is made. This
step requires knowledge to both labour market conditions and the
strategic posture and goals of the organisation.
Secondly, net shortage and excess of personnel by job category are
projected for a specific time horizon.
Finally, plans are developed to eliminate the forecast shortages and
excess of particular categories of human resources.
47
2. Organizing:
Once the human resource manager has established objectives and
developed plans and programs to reach them, he must design and
develop organisation structure to carry out the various operations.
The organisation structure basically includes the following:
(i) Grouping of personnel activity logically into functions or positions;
(ii) Assignment of different functions to different individuals;
(iii) Delegation of authority according to the tasks assigned and
responsibilities involved;
(iv) Co-ordination of activities of different individuals.
3. Directing:
The plans are to be pure into effect by people. But how smoothly the plans
are implemented depends on the motivation of people. The direction
function of the personnel manager involves encouraging people to work
willingly and effectively for the goals of the enterprise.
In other words, the direction function is meant to guide and motivate the
people to accomplish the personnel programs. The personnel manager
can motivate the employees in an organisation through career planning,
salary administration, ensuring employee morale, developing cordial
relationships and provision of safety requirements and welfare of
employees.
The motivational function poses a great challenge for any manager. The
personnel manager must have the ability to identify the needs of
48
employees and the means and methods of satisfy those needs. Motivation
is a continuous process as new needs and expectations emerge among
employees when old ones are satisfied.
4. Controlling:
Controlling is concerned with the regulation of activities in accordance
with the plans, which in turn have been formulated on the basis of the
objectives of the organisation. Thus, controlling completes the cycle and
leads back to planning. It involves the observation and comparison of
results with the standards and correction of deviations that may occur.
Controlling helps the personnel manager to evaluate the control the
performance of the personnel department in terms of various operative
functions. It involves performance appraisal, critical examination of
personnel records and statistics and personnel audit.
Operational Functions:
49
50
51
52
2) Selection:
53
Hi-tea with GM: All the new joiners will have the chance
to meet GM of the hotel during 1st week of their joining
and have Hi-tea meeting with him. During the meet, the
new joiners will have to share their initial experiences
and impression on the organisation.
54
55
56
CHAPTER-5
ANALYSIS AND INTERPRETATION
57
0-2 years
4-6 years
2-4 years
More than 6 years
58
Number of
Respondents
35
15
30
0
80
Percentage (%)
43.75
18.75
37.5
0
100
Number of Respondents
0-2 years
4-6 years
4-6 years
more than 6 years
38%
44%
19%
Employee referrals
Job portals
Advertisement
All of the above
59
Number of
Respondents
10
5
0
65
80
Percentage (%)
12.5
6.25
0
81.25
100
Number of Respondents
6%
31%
63%
Employee referrals
Job portals
Advertisements
All of the above
Yes
No
60
Number of
Respondents
80
0
Percentage (%)
100
0
80
100
Number of respondents
Yes
No
100%
Percentage (%)
Yes
No
75
5
80
93.75
6.25
100
Number of respondents
Yes
No
6%
94%
Number of
Respondents
10
0
0
70
80
Percentage (%)
12.5
0
0
87.5
100
Number of respondents
9%
91%
63
Yes
No
Number of
Respondents
80
0
80
Number of respondents
Yes
100%
64
No
Percentage (%)
100
0
100
Continuously
Monthly
Weekly
Half-Yearly
Percentage (%)
18.75
37.5
37.5
6.25
100
Number of respondents
Continuously
Weekly
Monthly
Half-Yearly
1%
20%
39%
39%
65
66
Percentage (%)
37.5
25
37.5
0
100
Number of respondents
1%
37%
37%
25%
Strongly agree
Agree
Strongly disagree
Disagree
67
Number of
Respondents
80
0
0
0
80
Percentage (%)
100
0
0
0
100
Number of respondents
Strongly agree
Agree
Strongly disagree
Disagree
1%
99%
Yes
No
68
Number of
Respondents
80
0
80
Percentage (%)
100
0
100
Number of respondents
Yes
No
100%
FINDINGS:
1. From the study, out of 80 respondents, 43.75% (35 employees) are
working for 0-2 years, 37.5% (30 employees) are working for 2-4
years, 18.75% (15 employees) are working for 4-6 years and none of
them are working for more than 6 years in this organisation.
69
70
CHAPTER-6
SUMMARY
SUMMARY:
I have done my summer internship project in Novotel
Visakhapatnam Varun Beach. I was into the Human Resources
Department. As a part of my internship, I was assigned to audit the
employee personnel files and as well as I was given to study policies
followed in Novotel. I was also engaged in training sessions by HR
and Training Manager.
71
DEPARTMENT:
GENDER: M/F
1. How long are you working in this organisation?
72
a. 0-2 years
b. 4-6 years
c. 2-4 years
d. More than 6 years
c. Advertisements
d. All
b. No
b. No
c. External
d. All
b. No
c. Weekly
d. Half-yearly
b. Departmental picnic
gifts
c. Strongly disagree
d. Disagree
b. No
BIBLIOGRAPHY
Essentials of Human Resources Management P. Subba
Rao
www.hrnext.com
www.novotelhotels.com
www.accor.com
74