HR POLICIES

OF
 Group Members

Snehal Zanzarakia1321
Afreen Shaikh 1302
Nikhat Rajput 1307
Rohan Solanki 1310
Kalyani Mudliar 1289
Prabhu Hosmani 1282
Nilesh Pandey 1295
 Introduction to Taj

Founded by Jamshetji Nusserwanji Tata and part of Tata

Group.
Opened as Taj Palace in Colaba, Mumbai onDecember 16,

1903.
Operates 76 hotels, 7 palaces, serviced apartments, 6

private islands and 12 resorts and spas, spanning 52

destinations in 12 countries across 5 continents and
employ over 13000 people
Inspired to open this grand luxury hotel after Jamshetji
Tata was refused entry to a Suburban Hotel in Mumbai for
 Why Taj ?
To get an insight as to

How HR works in an hotel industry?

How HR Department helps the employees to grow and adapt to diverse cultures that

they have encounter on a day to day basis ?

Employees have to face clients directly on 24 x 7 basis.

Customer satisfaction is key success factor in Hotel Industry which

lies majorly in employees hand. So employee is key to success in a
Hotel Industry. Thus, Employee Satisfaction is the foremost goal.
Some extra-ordinary heroic stories of taj employees came forward
 Success Story

Training and Hiring Policies.

360-degree Feedback.

ESTS.

STARS.

Employees share a deep connection and sense of

pride for being associated with the legend that is Taj

Recruitment & Selection
Selection of various depts. like collection, security,
house keeping, etc. is quite STRICT & DIFFICULT.
The process of selection is as follows:
Application Form
Written Examination
Medical Examination
Various rounds of Personal Interview.
Training & Development Policy
 18 months training - 6 months more than the industry
standard
Believes That, The employees can be trained to be better
chefs or waiters, but they cannot be taught to be good
individuals.
Build Leaders - Each employee is given an authority to take
the decisions pertaining to his work and this empowers them
and helps in building a leader in all.
Train not just on the area of expertise but all the related
functions
360-degree Feedback
 Employees, including the managers and departmental
heads are also evaluated by their immediate
subordinates.
Counseled at a personal level and apprised of where
they fell short of the expectations and how to go about
it.
Guides them to prepare a roadmap for the future
,endeavors and tone their skills.
ESTS : Employee Satisfaction
Tracking System
 Conducting surveys to elicit response from the employees and the records

collected are used to rate the overall satisfaction level of the employees.

Targeted to achieve 100% satisfaction in the course of its operation.

Regularly looks into the employees concerns and strives to address them.

Forums for the employees to voice their recommendation or compliment their

colleagues.

Mandatory for the review committee to reply to the employees suggestions

within 2 days or he shall be allotted default points

STARS : Special Thanks and
Recognition System
 Customers of an organization can be satisfied by it only when its employees are

satisfied.

Recognizing and rewarding employees who showcased excellent performance at

their work.

Promoted successively to various levels.

Employees were not just assessed on their performance but also on parameters like

honesty, trustworthiness, concern for the environment, team spirit, cooperation etc.

Appreciations from the customers also fetched points.

GFT : Guarantee of Fair Treatment
 Taj has a comprehensive complaint resolution
system in place, known as the Guarantee of
Fair Treatment (GFT), to ensure that
employee grievances were addressed.

Under GFT, complaints passed through

successive stages in Taj's hierarchy, starting
with the immediate superior, depending on
whether or not the said employee was happy
with the redress response given at each
stage.
 Comparison

Taj Palace Leela Palace

Taj family considers every employee
as an important member.
Has a dedicated forum to raise
recommendations andcompliment
peers.
Our brand, our reputation,
our focus on people and
commitment to service
excellence.
Suggestions accepted only

Feedback is given not onlyby

by customers.
bosses or peers but also
subordinates.
Feedback only by seniors.
 Taj Palace Leela Palace

Assessed not only on

performance but also Assessed on
on personal performance and on
qualities. feedback by
customers.
Employees are
encouraged to take Employees have to
authority of the follow their seniors.
situation.
 Outcomes of these Policies

ERR (Employee retention rate) is the highest amongst all its

competitors.
Drives employees beyond their duties which was totally
unexpected of them as was in the case of 26/12 Tsunami and
26/11 attacks.
In 2002, Taj Group was conferred HERMES Award for its
innovative HR practices.
With the implementation of STARS, there was tremendous
improvement in the service standards and also the customer
satisfaction level.
 What they do ???

Seek fresh recruits rather than lateral hires.

Hire from small towns and semi urban areas, not metros.
Recruit from high schools and second-tier business schools
rather than colleges and premier B-schools.
Induct managers who seek a single-company career and will be
hands-on.
Focus more on hiring people with integrity and devotion to duty
than on acquiring those with talent and skills.
Train workers for 18 months, not just 12.
 What they do ???
Ensure that employees can deal with guests without consulting a

supervisor.

Teach people to improvise rather than do things by the book.

Insist that employees place guests interests over the companys.

Have incumbent managers, not consultants, conduct training.

Use timely recognition, not money, as reward.

Ensure that recognition comes from immediate supervisors, not top

management.
 References

http://www.mbaskool.com/business-articles/
human-resource/1339-hr- policies-at-the-ta
j-lessons-to-emulate.html
http://hbr.org/2011/12/the-ordinary-heroes-o

f-the-taj/ar/2
http://www.tajhotels.com/About-Taj/Careers/

Corporate-Social- Responsibility.html
http://en.wikipedia.org/wiki/Taj_Hotels_Res
Thank You