10068_ANUSHA

Performance Appraisal System

Reportby

Anusha Vijayakumar (Roll No. 10068)

Work carried out at ITC – Royal Gardenia, BANGALORE

Submitted in partial fulfilment of the requirement ofSummer Internship Program

Under the Supervision ofMr. Manoj Sharma

Assistant Manager - HRITC – Royal Gardenia

Bangalore

SDM Institute for Management DevelopmentMysore, Karnataka, India

(June 2011)

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ACKNOWLEDGEMENT

It is a privilege to do my Summer Internship at ITC Royal Gardenia, the luxury segment hotel

of the ITC group. It‘s a rare opportunity and excellent platform for any management graduate

to gain firsthand experience of the industry.

I take this opportunity to express my profound gratitude and deep regards to my guide Mr.

Manoj Sharma, Assistant Manager(HR), for his exemplary guidance, monitoring and

constant encouragement throughout the course of this project work. I would also like to thank

Ms. Mary, Ms. Smitha, Ms. Bhavana, Ms. Shilpa, Mr. Moses, Mr. Bramraj and Mr. Aldo

Thomas for their continuous support.

I would also like to express my heartfelt gratitude to Mr. Ravin, Mr. Himanshu, Ms. Satakshi,

Ms. Sumita, Mr. Ashwath, Mr, Avinash, Mr. Shivang, Chef Arvind and many others who in

spite of their busy schedule always found time to listen to my queries and helped me during

the course of the project by providing constant guidance and encouragement.

Sincere appreciation is extended to Prof. Nilanjan Sengupta, the internal faculty guide of

SDM-IMD, for providing me with timely feedback and guidance for efficient execution of

the project. This opportunity was a great learning experience, which would not have been

possible without the support from the management of SDM-IMD.

I also extend my sincere gratitude to Col K C Menon, the HR Manager for giving me this

wonderful opportunity.

My several well-wishers helped me directly or indirectly; I virtually fall short of words to

express my gratefulness to them. Therefore I am leaving this acknowledgement incomplete in

their reminiscence.

Anusha Vijayakumar

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Executive Summary

Dissertation Title: Performance Appraisal System

Supervisor: Mr. Manoj Sharma

Name of student: Anusha Vijayakumar, SDMIMD

PGDM No.: 10068

“People are the greatest assets” in any organization. The role of Human Resource

Management begins even before the inception. Their job does not stop with absorbing a

candidate into the organization. Career planning, Succession planning, Performance

Appraisal and Compensation administration, Grievance Redressal are also functions of HRM.

Performance appraisal is the process of evaluating a person’s performance after he is placed

and adequate training is provided. It includes evaluating an employee including both the

qualitative and quantitative aspects of his performance. It is a process by which an employee

is evaluated on his performance and communicated what is expected of him and what he is

actually doing. It also involves charting out improvement plans, if necessary. After

evaluation, a suitable compensation is designed to acknowledge the performance.

ITC employs a process of Change of Status for performance appraisal where by all the

employees completing 1 year is evaluated and an appraisal may be followed as the case be.

The employee is given feedback based upon his performance. The qualitative aspects of an

employee are rated on a four point scale. The employee is also given a chance to voice

himself in a self- assessment form. At present, ITC is in the process of initiating a

Performance Management System as the unit is relatively new. The objective of this project

is to suggest a PA system. It would also include establishing performance standards,

measuring the actual performance and providing a feedback.

SIGNATURE OF THE STUDENT SIGNATURE OF THE PROJECT

GUIDE

Anusha Vijayakumar Mr. Manoj Sharma

PGDM No. 10068 Asst. Manager (HR)

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26-05-2011 ITC Royal Gardenia, Bengaluru

Table of Contents

ACKNOWLEDGEMENT.........................................................................................................2

Executive Summary...................................................................................................................3

List of Abbreviations:................................................................................................................7

List of Tables:............................................................................................................................7

Chapter 1: Introduction..............................................................................................................8

1.1 Background......................................................................................................................8

1.2 Vision & Mission (3)..........................................................................................................9

1.3 ITC’s Corporate Strategy (4)............................................................................................10

1.4 ITC’s Diverse Product Portfolio (5).................................................................................10

1.4.1 FMCG.....................................................................................................................11

1.4.2 Paperboards Paper & Packaging.............................................................................13

1.4.3 Hotels......................................................................................................................14

1.4.4 Agri – Business.......................................................................................................14

1.4.5 Information Technology..........................................................................................15

1.4.6 Group Companies....................................................................................................15

1.5 Hotel Industry (6).............................................................................................................16

1.5.1 Structure of the Industry..........................................................................................16

1.5.2 Key Consumer Segments........................................................................................18

1.5.3 Major Players..........................................................................................................19

Chapter 2: Introduction to the Unit..........................................................................................21

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2.1 ITC Hotels (7)...................................................................................................................21

2.1.1 ITC Hotels - Luxury Collection..............................................................................22

2.1.2 WelcomHotels.........................................................................................................22

2.1.3 Fortune Hotels.........................................................................................................22

2.1.4 WelcomHeritage.....................................................................................................23

2.1.5 WelcomEnviron......................................................................................................23

2.2 ITC Hotels - Empowering Differently-abled people.....................................................23

2.3 About ITC Royal Gardenia............................................................................................23

Chapter 3: Introduction to the Project......................................................................................25

3.1 Overview........................................................................................................................25

3.2 Balanced Scorecard & PA system (8)..............................................................................25

3.3 Problem Definition.........................................................................................................26

3.4 Objectives.......................................................................................................................26

Chapter 4: Performance Appraisal...........................................................................................27

4.1 Some Performance Appraisal Methods..........................................................................27

4.1.1 Individual Evaluation Method.....................................................................................27

4.2 Problems with performance appraisal............................................................................29

Chapter 5: Discussion..............................................................................................................31

5.1 Prevalent Situation.........................................................................................................31

5.2 Data Collection...............................................................................................................31

5.3 Research Methodology...................................................................................................31

5.4 Limitations.....................................................................................................................31

Chapter 6: Actions Taken / Suggestions..................................................................................32

6.1 Appraisal form for Room Attendant..............................................................................32

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6.2 Appraisal form for Banquets Executive.........................................................................33

6.3 Appraisal form for Chef-de-Partie.................................................................................33

6.4 Appraisal form for Commis – I......................................................................................33

6.5 Appraisal for Commis –II..............................................................................................33

6.6 Appraisal for Order Taker..............................................................................................33

6.7 Appraisal for Front Office Assistant..............................................................................34

6.8 Appraisal for Reservation..............................................................................................34

6.9 Appraisal for CRE..........................................................................................................34

6.10 Appraisal for Valets / Attendants.................................................................................34

Chapter 7: Learning’s...............................................................................................................35

Chapter 8: Conclusion..............................................................................................................36

Chapter 8: Appendix................................................................................................................37

REFERENCES.........................................................................................................................77

BIBLIOGRAPHY....................................................................................................................78

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List of Abbreviations:

HRM: Human Resource Management

ITC: -Imperial Tobacco Company of India

BSE: Bombay Stock Exchange

FMCG: Fast Moving Consumer Goods

PA: Performance Appraisals

F&B SERVICE: Food & Beverages Service

F&B PRODUCTION: Food & Beverages Production

CRE: Customer Relation Executive

List of Tables:

Table 1: Various Business Divisions of ITC Ltd.

Table 2: List of group companies of ITC

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Chapter 1: Introduction

1.1 Background

ITC is one of India's top private sector companies with a market capitalization of around Rs.

1,40,110.00 crore (at BSE as on 31.03.2011) (1) and a turnover of US $ 6 billion (as on 30th

September 2010). As the Company's ownership progressively Indianised, the name of the

Company was changed from Imperial Tobacco Company of India Limited to India Tobacco

Company Limited in 1970 and then to I.T.C. Limited in 1974. In recognition of the

Company's multi-business portfolio encompassing a wide range of businesses - Cigarettes &

Tobacco, Hotels, Information Technology, Packaging, Paperboards & Specialty Papers, Agri-

business, Foods, Lifestyle Retailing, Education & Stationery and Personal Care - the full

stops in the Company's name were removed effective September 18, 2001. The Company

now stands rechristened 'ITC Limited’. Though the first six decades of the Company's

existence were primarily devoted to the growth and consolidation of the Cigarettes and Leaf

Tobacco businesses, the Seventies witnessed the beginnings of a corporate transformation

that would usher in momentous changes in the life of the Company (2)

ITC is one of India's foremost private sector companies with a market capitalisation of over

US $ 30 billion and a turnover of US $ 6 billion. ITC is rated among the World's Best Big

Companies, Asia's 'Fab 50' and the World's Most Reputable Companies by Forbes magazine,

among India's Most Respected Companies by Business World and among India's Most

Valuable Companies by Business Today. ITC ranks among India's `10 Most Valuable

(Company) Brands', in a study conducted by Brand Finance and published by the Economic

Times. ITC also ranks among Asia's 50 best performing companies compiled by Business

Week.

ITC has a diversified presence in Cigarettes, Hotels, Paperboards & Specialty Papers,

Packaging, Agri-Business, Packaged Foods & Confectionery, Information Technology,

Branded Apparel, Personal Care, Stationery, Safety Matches and other FMCG products.

While ITC is an outstanding market leader in its traditional businesses of Cigarettes, Hotels,

Paperboards, Packaging and Agri-Exports, it is rapidly gaining market share even in its

nascent businesses of Packaged Foods & Confectionery, Branded Apparel, Personal Care and

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Stationery.

The Company continuously endeavours to enhance its wealth generating capabilities in a

globalized environment to consistently reward more than 4, 11, 000 shareholders, fulfil the

aspirations of its stakeholders and meet societal expectations.

As one of India's most valuable and respected corporations, ITC is widely perceived to be

dedicatedly nation-oriented. "ITC believes that its aspiration to create enduring value for the

nation provides the motive force to sustain growing shareholder value. ITC practices this

philosophy by not only driving each of its businesses towards international competitiveness

but by also consciously contributing to enhancing the competitiveness of the larger value

chain of which it is a part."

ITC's diversified status originates from its corporate strategy aimed at creating multiple

drivers of growth anchored on its time-tested core competencies: unmatched distribution

reach, superior brand-building capabilities, effective supply chain management and

acknowledged service skills in hoteliering. Over time, the strategic forays into new

businesses are expected to garner a significant share of these emerging high-growth markets

in India.

1.2 Vision & Mission (3)

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Vision: To sustain ITC's position as one of India's most valuable corporations through

world class performance, creating value for the Indian economy and the Company’s

stakeholders.

Mission: To enhance the wealth generating capability of the enterprise in a globalizing

environment, delivering superior and sustainable stakeholder value.

1.3 ITC’s Corporate Strategy (4)

ITC is a board-managed professional company, and has a rich organizational culture rooted in

its core values of respect for people and belief in empowerment. Its philosophy of all-round

value creation is backed by strong corporate governance policies and systems. As each of

ITC's businesses is vastly different from the other in its type, the challenge of governance for

ITC therefore lies in fashioning a model that addresses the uniqueness of each of its

businesses and yet strengthens the unity of purpose of the Company as a whole. ITC's

diversification is powered by a robust corporate strategy designed to unleash multiple drivers

of growth.

ITC’s corporate strategies are:

Create multiple drivers of growth by developing a portfolio of world class businesses

that best matches organizational capability with opportunities in domestic and export

markets.

Benchmark the health of each business comprehensively across the criteria of Market

Standing, Profitability and Internal Vitality.

Enhance the competitive power of the portfolio through synergies derived by blending

the diverse skills and capabilities’ residing in ITC’s various businesses.

Create distributed leadership within the organisation by nurturing talented and

focused top management teams for each of the businesses.

Continuously strengthen and refine Corporate Governance processes and systems to

catalyze the entrepreneurial energies of management by striking the golden balance

between executive freedom and the need for effective control and accountability.

1.4 ITC’s Diverse Product Portfolio (5)

Inspired by the overarching vision of making a contribution to the national goals of

sustainable development and inclusive growth, ITC has innovatively crafted unique business

models that synergize long-term shareholder value creation with enhancing societal capital.

Its product portfolio includes:

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Business Divisions Sub- Divisions

FMCG

Cigarettes & Cigars

Foods

Lifestyle Retailing

Personal Care

Education and Stationery

Safety Matches

Agarbattis

Paperboards Paper &

Packaging

Paperboards and Specialty Papers

Packaging and Printing

Hotels Hotels, Travel & Tourism

Agri Business

Agri Commodities & Rural Services

e-Choupal

Leaf Tobacco, Spices & Agri Inputs

Table 1: Various Business Divisions of ITC Ltd.

1.4.1 FMCG

It is ITC's strategic intent to secure long-term growth by synergizing and blending the diverse

pool of competencies residing in its various businesses to exploit emerging opportunities in

the FMCG sector. Over the last few years, ITC has rapidly scaled up presence in its newer

FMCG businesses comprising Branded Packaged Foods, Lifestyle Retailing, Education and

Stationery products, Personal Care products, Safety Matches and Incense Sticks.

1.4.1.1 Cigarettes:

ITC is the market leader in cigarettes in India. It's highly popular portfolio of brands includes

Insignia, India Kings, Classic, Gold Flake, Silk Cut, Navy Cut, Scissors, Capstan, Berkeley,

Bristol and Flake. It has been able to build on its leadership position because of its single

minded focus on value creation for the consumer through significant investments in product

design, innovation, manufacturing technology, quality, marketing and distribution.

1.4.1.2 Lifestyle Retailing:

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ITC's Lifestyle Retailing Business Division has established a nationwide retailing presence

through its Wills Lifestyle chain of exclusive specialty stores. ITC has also established John

Players as a brand that offers a complete fashion wardrobe to the male youth of today. With

its brands, ITC is committed to build a dominant presence in the apparel market through a

robust portfolio of offerings.

1.4.1.3 Safety Matches:

ITC commenced marketing of safety matches sourced from the small-scale sector, which

leverages the core strengths of ITC in marketing and distribution, brand building, supply

chain management and paperboard & packaging to offer Indian consumers high quality safety

matches. It include brands like i Kno, Mangaldeep, Aim, Aim Mega and Aim Metro. The

Aim brand is the largest selling brand of Safety Matches in India. ITC also exports safety

matches brands to markets such as Middle East, Africa and the USA.

1.4.1.4 Education & Stationery:

ITC made its entry to the education and stationery business with its Paperkraft brand in the

premium segment in 2002; and later expanded into the popular segment with its Classmate

brand in 2003. Together, Classmate and Paperkraft offer a range of products in the Education

& Stationery space to the discerning consumer, providing unrivalled value in terms of

product & price.

1.4.1.5 Personal Care:

In line with ITC's aspiration to be India's premier FMCG Company, ITC forayed into the

Personal Care business in July 2005. Anchored on extensive consumer research and product

development, ITC's personal care portfolio includes the 'Essenza Di Wills', 'Fiama Di Wills',

'Vivel Di Wills' 'Vivel UltraPro', 'Vivel' and 'Superia' brands. It has received encouraging

consumer response and is being progressively extended nationally. ITC's personal care

portfolio brings world-class products with clearly differentiated benefits to quality-seeking

consumers.

1.4.1.6 Foods:

ITC made its entry into the branded & packaged Foods business in August 2001 with the

launch of the Kitchens of India brand. A more broad-based entry has been made since June

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2002 with brand launches in the Confectionery, Staples and Snack Foods segments. All

products of ITC's Foods business available in the market today have been crafted based on

consumer insights developed through extensive market research.

The Foods business is today represented in 4 categories in the market. These are:

Ready To Eat Foods

Staples

Confectionery

Snack Foods

1.4.1.7 Agarbattis (Incense Sticks):

As part of ITC's business strategy of creating multiple drivers of growth in the FMCG sector,

the Company started marketing Agarbattis sourced from small-scale and cottage units in

2003. Mangaldeep Agarbattis are available in a wide range of fragrances like Rose, Jasmine,

Bouquet, Sandalwood, Madhur, Durbar, Tarangini, Anushri, Ananth and Mogra.

With its participation in the business, ITC aims to enhance the competitiveness of the small

and medium scale sectors through its complementary R&D based product development and

its strengths in trade marketing and distribution.

1.4.2 Paperboards Paper & Packaging

1.4.2.1 Paperboards and Specialty Papers:

ITC's Paperboards and Specialty Papers Division is India's largest, technologically advanced

and most eco-friendly, paper and paperboards business. The business caters to a wide

spectrum of packaging, graphic, communication, writing, printing and specialty paper

requirements. The business enjoys market leadership in the value-added paperboards

segment, and also has a significant share of the Indian fine papers market.

1.4.2.2 Packaging & Printing:

ITC's Packaging & Printing Business is the country's largest convertor of paperboard into

packaging. It converts over 50,000 tonnes of paper and paperboard per annum into a variety

of value-added packaging solutions for the food & beverage, personal products, cigarette,

liquor, cellular phone and IT packaging industries. Working towards credible certification of

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its environmentally responsible processes and products, ITC has become the first Indian

company to become a member of the WWF GFTN1 program.

1.4.3 Hotels

ITC Welcomgroup, India's premier chain of luxury hotels was launched on October 18, 1975,

with the opening of its first hotel - Chola Sheraton in Chennai. Since then the ITC-

Welcomgroup brand has become synonymous with Indian hospitality. It has set new

standards of excellence in the hotel industry in Accommodation, Cuisine, Environment and

Guest Safety. It has strategically customized its hotels and appropriately categorized them to

fulfil the service and budgetary needs of travellers.

The ITC Green Centre in Gurgaon is the physical expression of its commitment to

sustainability - Ecological, Social and Economic. At ITC Green Centre, energy consumption

has been reduced significantly through design integration. It has also taken a positive step in

empowering differently abled people by employing people who are differently abled across

its hotels.

1.4.4 Agri – Business

1.4.4.1 Agri Commodities & Rural Services :

ITC's pre-eminent position as one of India's leading corporate in the agricultural sector is

based on strong and enduring farmer partnerships that has revolutionized and transformed the

rural agricultural sector. A unique rural digital infrastructure network, coupled with deep

understanding of agricultural practices and intensive research, has built a competitive and

efficient supply chain that creates and delivers immense value across the agricultural value

chain.

1.4.4.2 e-Choupal:

ITC's unique strength in this business is the extensive backward linkages it has established

with the farmers. ITC has made significant investments in web-enabling the Indian farmer

christened 'e-Choupal', ITC's empowerment plan for the farmer centres around providing

11The GFTN, a WWF-led partnership, links more than 300 companies, communities, NGOs, and entrepreneursaround the world to create a new market for environmentally responsible forest products. (WWF)

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Internet kiosks in villages. Farmers use this technology infrastructure to access on-line

information from ITC's farmer-friendly website www.echoupal.com.

1.4.4.3 Leaf Tobaccos:

ITC also pioneered the cultivation and development of Leaf Tobaccos in India. Nearly a

century of creating customer delight ensures that globally, ITC's Leaf Tobacco business is

synonymous with being "The One Stop Shop for Quality Indian Tobaccos". ITC is the largest

buyer, processor and exporter of leaf tobaccos in India - creating a global benchmark.

1.4.5 Information Technology

Formed in 2000, ITC Infotech has today carved a niche for itself in the arena of global IT

services and solutions. The company has established technology Centres of Excellence (CoE)

to deepen capabilities and incubate cutting-edge technical competencies. A robust

outsourcing model, comprehensive suite of differentiated solutions & services and focus on

excellence in execution has provided the company a leadership position in chosen domains.

1.4.6 Group Companies

Subsidiaries:

ITC Infotech Landbase

Bay Island Hotels Limited Gold Flake Corporation Limited

Technico Pty Limited, Australia Russell Credit limited

Srinivasa Resorts Limited Fortune Park Hotels Limited

Wimco Limited King Maker marketing inc., USA

Surya Nepal Private Limited

Joint Ventures:

Maharaja Heritage Resorts Limited ITC Filtrona

Associate Companies:

Gujarat Hotels Limited International Travel House

Table 2: List of group companies of ITC

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1.5 Hotel Industry (6)

The hotel industry comprises a major part of the tourism industry. The industry today

contributes directly to employment and tourism, commerce indirectly. As per a report

published by the World Travel and Tourism Council, India stood 18 th as far as business travel

was concerned and it featured alongside the top 5 most visited destinations in 2010.

According to a study conducted by the World Travel and Tourism Council the hospitality

industry in India is all set to grow at a steady rate of 15 percent per annum. However the

growth rate will shoot up in the next few years considering the number of rooms required by

both luxury and budget hotels. The growth in the next two to three years is surely going to be

stupendous with almost 2, 00,000 rooms added to the existing 110,000. As per expert

hoteliers the hotel industry in India is estimated to grow at a rate of 8.8 percent between the

years 2007-16.

1.5.1 Structure of the Industry

Hotels in India are broadly classified into 7 categories (five star deluxe, five-star, four star,

three star, two star, one-star and heritage hotels) by the Ministry of Tourism, Government of

India, based on the general features and facilities offered. The ratings are reviewed every five

years.

Like most of the countries in world, India also has hotels divided in different categories

depending on their location, facilities, infrastructure, and amenities provided. All the star

hotels in India are government approved with continuous control on the quality of services

offered.

1.5.1.1 Five Star Deluxe Hotels

The most luxurious and conveniently located hotels in India are grouped under Five Star

Deluxe Hotel Category. Five Star Deluxe hotels in India are globally competitive in the

quality of service provided, facilities offered, and accommodation options. These hotels are

located primarily in metropolitan cities like New Delhi and Mumbai and major tourist

destinations like Jaipur, Agra, and Goa.

1.5.1.2 Five Star Hotels

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These are top of the line hotels located mostly in the big cities. These hotels provide all the

modern facilities for accommodation and recreation matching international standards in

hospitality. Many of these hotels are situated in the Central Business Districts of the

metropolitan cities or near the centres of transportation providing exceptional value for the

business travellers.

1.5.1.3 Four Star Hotels

A rung below five star hotels, these hotels provide all the modern amenities to the travellers

with a limited budget. Quality of the services is almost as high as the five stars and above

categories. These kinds of hotels are there for the travellers with a limited budget or for the

places which might not get the tourist traffic associated with larger cities.

1.5.1.4 Three Star Hotels

These are mainly economy class hotels located in the bigger and smaller cities and catering to

the needs of budget travellers. Lesser in amenities and facilities, these hotels are value for

money and gives good accommodation and related services on the reduced price. Services

would be the stripped down version of higher categories of hotels but sufficient to fulfil your

basic needs.

1.5.1.5 Two Star Hotels

These hotels are most available in the small cities and in particular areas of larger cities.

Catering to the backpacker tourist traffic, these hotels provide all the basic facilities needed

for general accommodation and offers lowest prices.

1.5.1.6 One Star Hotels

The hotels with most basic facilities, small number of rooms, and location in the far flung

areas are grouped under One Star Hotel category. These hotels are best when you are looking

for cheapest available accommodation option (apart from camps and hostels).

1.5.1.7 Heritage Hotels

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Heritage hotels in India are for sheer elegance, luxury, and royal treatment. They are not just

another accommodation options but tourist attractions in it. 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.

1.5.2 Key Consumer Segments

The consumer segment is divided based on the purpose of visit of the traveller.

1.5.2.1The Business Traveller

The Business Traveller is a businessman or a corporate executive travelling for business

purposes. This segment includes corporate, both domestic and foreign, corporate executives

who make extended stay either for long duration projects or while waiting for permanent

accommodation (primarily expatriates) and convention arrivals. While the senior executives

usually stay in 5 star hotels, the middle level executives, who are much larger in number, stay

in the budget hotels. There will be conferences held at hotels where the employees

(middle/top level) stay in hotel for 2days to 1 week usually. Normally these expenses are

provided by the company.

1.5.2.2The Leisure Traveller

The Leisure Traveller could either be a foreigner or a domestic traveller. His purpose will be

visiting tourist places and sightseeing. India is one of the top tourist destinations in the world.

Normally they are a part of tour packages run by tour operators. They usually seek larger

discounts and provide less food and beverage income as they usually eat out. The business

offered by them depends on the tourism season.

1.5.2.3Airline Cabin Crew

Airline Cabin Crew forms another important segment because of the repetitive and

guaranteed nature of the business that they provide. Usually, these are a part of an annual

contract whereby, in return for a fixed rate, a certain number of rooms are provided on

demand for cabin crews. With discount rates in the range of 40per cent and 50per cent, this

represents a low-yield segment for hotels in general.

1.5.3 Major Players

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The Hotel Industry mainly has following major players:

1.5.3.1Hotel Chains

They comprise major players including Indian Hotels Company Limited (the Taj Group) and

associate companies, EIH Limited (the Oberoi Group), ITC Hotels Limited (the ITC

Welcome Group), Indian Tourism Development Corporation (ITDC) and Hotel Corporation

of India (HCI) (the latter two being under the Public Sector). Most of these chains had an

established presence in one or more metro cities prior to the tourism boom of the 1980s. They

have expanded their presence to most of the major cities in India. The private players among

the hotel chains are industry leaders and have well-established brand identities across the

different industry segments.

1.5.3.2Small Chains

They are companies that have come up after the tourism boom of the 1980s and 1990s. Due

to lack of prior experience in the hotel industry, these players have preferred to opt for

operating/management arrangements with international players of repute. Some of the

companies in this category are Hotel Leela Venture (with Kempinski), Asian Hotels (Hyatt

International Corporation), Bharat Hotels (formerly with Holiday Inn and Hilton and now

with Intercontinental).

1.5.3.3 Public Sector Chains

ITDC and HCI, boast of some of the best locations in major cities but are relative

underperformers, as compared with their private sector counterparts. These are mainly ruled

by the govt.

1.5.3.4 International Hotel Chains

These chains are establishing themselves in the Indian market by entering into joint ventures

with Indian partners or by entering into management contracts or franchisee arrangements.

Some of the players who have already entered or plan to enter the Indian market include

Marriott, Starwood, Berggruen Hotels, Emaar MGF. Most of these chains have ambitious

expansion plans especially with a strong focus on the budget segment and tier II cities.

1.5.3.5 Localized Hotel Companies

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They are mainly comprise early entrants who have an established localized presence and who

preferred not to expand during the tourism boom but focus on building and catering to a loyal

customer base.

Below is a list of the major hotel groups in India

Inter Continental

Taj Group

Oberoi Group of Hotels

ITC Welcome group of Hotels

The Park Group of Hotels

Le Meridien Group of Hotels

Welcome Heritage Group of Hotels

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Chapter 2: Introduction to the Unit

2.1 ITC Hotels (7)

ITC Hotels, India's premier chain of luxury hotels was launched on October 18, 1975, with

the opening of its first hotel - Chola Sheraton in Chennai. Since then the ITC Hotels brand

has become synonymous with Indian hospitality. With over 100 hotels in more than 90

destinations, ITC Hotels has set new standards of excellence in the hotel industry in

Accommodation, Cuisine, Environment and Guest Safety.

ITC Hotels was perhaps the first hotel chain in the mid 1980s to foresee a boom in business

travel and realised distinct needs of the corporate traveller. As one of India's most dynamic

hospitality chains, ITC Hotels has set standards for excellence in the hotel industry by

pioneering the concept of branded accommodation. The chain has developed three brands of

accommodation ITC One', 'Towers' and the 'Executive Club' to differentiate between the

needs of various travellers and provide high levels of service. The Towers and ITC One

introduced the winning concept of a ‘hotel within a hotel’. The Indian corporate world gave

its unqualified approval to this segmentation.

First to introduce branded cuisine, its restaurants Bukhara, Dakshin and DumPukht are

renowned for their delicious and authentic Indian cuisines from the different regions of India.

ITC-Welcomgroup also showcases international cuisine in its specialty restaurants West

View and Pan Asian. With its exclusive strategic tie up with Starwood for its top of the line

premium brand the 'Luxury Collection', the group is strengthening its international marketing

stance.

A leader in the premium hospitality segment, ITC Hotels have had the privilege of hosting

world leaders, Heads of State and discerning guests from across the world and within.

ITC Hotels has strategically customized its hotels and appropriately categorized them to fulfil

the service and budgetary needs of travellers. With its exclusive strategic tie up with

Starwood for its top of the line premium brand the 'Luxury Collection', the group is

strengthening its international marketing stance. ITC Hotels was also instrumental in bringing

the 'Sheraton' brand to India, with which it enjoyed a three-decade exclusive partnership.

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ITC Hotels’ properties are classified under four distinct brands:

2.1.1 ITC Hotels - Luxury Collection

In 2007, ITC Hotels entered a new phase in its collaboration with Starwood Hotels &

Resorts. ITC Hotels now has an exclusive tie-up with Starwood in bringing its premium

brand, the 'Luxury Collection', to India. These are super deluxe and premium hotels located at

strategic business and leisure locations. The eight hotels which are part of this collection are:

ITC Maurya in Delhi, ITC Maratha in Mumbai, ITC Sonar in Kolkata, ITC Grand Central in

Mumbai, ITC Windsor & ITC Gardenia in Bengaluru, ITC Kakatiya in Hyderabad and ITC

Mughal in Agra. ITC Hotels and Luxury Collection presents a unique set of hotels, set in the

background of the romantic allure of royalty, in bouquet of enriching experiences that

celebrates the spirit and distinctive character of each destination.

Eight exceptional ITC Hotels bring you the architectural grandeur of ancient dynasties and

the cultural ethos of different regions of the Indian peninsula. Part of the world renowned

"Luxury Collection", these luxury hotels bring alive the experience of luxury with a hint of

sensuality.

2.1.2 WelcomHotels

Welcome hotels offer five-star hospitality for the discerning business and leisure traveller.

Currently there are three hotels under this brand namely, WelcomHotel Rama International

Aurangabad, WelcomHotel Vadodara and WelcomHotel Grand Bay Vishakhapatnam. Four

other ITC Hotels Sheraton Hotels – Sheraton Rajputana Hotel Jaipur, Sheraton Chola Hotel

Chennai, Sheraton Park Hotel and Towers, Chennai and Sheraton New Delhi offer warm,

comforting services to the global traveller and a chance to connect.

2.1.3 Fortune Hotels

This operates mid-market to upscale properties in the first-class, full-service business hotel

segment all over India, in major metros, mini metros, state capitals and business towns,

promising business and leisure travellers a wide choice of destinations and accommodation.

Fortune Hotels currently has hotels operating in Ahmedabad, Chennai, Gurgaon, Indore,

Jaipur, Jammu, Jamshedpur, Kolkata, Ludhiana, Madurai, Navi Mumbai, Ooty, Port Blair,

Pune, Tirupati, Trivandrum, Vapi, Vijayawada, Vishakhapatnam, Hyderabad, Lavasa, Noida,

Manipal, Bengaluru, Mussoorie, Goa, Thane, Gandhinagar and Mysore while several more

22

hotels are expected to be commissioned soon in other key locations in India.

2.1.4 WelcomHeritage

It brings together a chain of palaces, forts, havelis and resorts that offer a unique experience.

WelcomHeritage endeavours to preserve ancient royal homes and the historical Indian

grandeur and opulence for the future Indian generations. WelcomHeritage provides a fine

range of hotel services inside these architectural legacies present in Rajasthan, Madhya

Pradesh, Uttarakhand, Himachal Pradesh, Jammu & Kashmir, West Bengal, Karnataka,

Tamil Nadu, Punjab, Haryana, Assam, Sikkim, Meghalaya, Arunachal Pradesh, Uttar

Pradesh, Maharashtra, Kerala, Andhra Pradesh and Puducherry.

2.1.5 WelcomEnviron

WelcomEnviron is ITC Hotels' vision for a green world. It's a multi-faceted programme

started in order to propagate environmental causes in the cities where ITC Hotels' hotels are

located. With the guiding principle of 'Reduce, Reuse and Recycle', each hotel has its own

programme, encompassing local participation, creating awareness among employees and

internal conservation.

2.2 ITC Hotels - Empowering Differently-abled people

ITC Hotels has established that if provided with an opportunity to work and become self-

sufficient, people who are differently abled can significantly contribute to the workplace,

families and the community. ITC Hotels has taken a positive step in this direction by

employing people who are differently abled across its hotels. Keeping in mind their specific

skills, over 100 differently abled have been employed in diverse functions like housekeeping,

teleworking, bakery and as musicians. Special badges for the visually impaired, whistles for

hearing impaired employees to use in an emergency and sign language classes for the staff to

communicate with them are just a few examples of how ITC Hotels has created an

atmosphere of sensitivity and caring.

ITC Hotels' strategy of benchmarking against international standards has won its hotels many

laurels.

2.3 About ITC Royal Gardenia

ITC Royal Gardenia is a 1 ½ year old unit with around 600 employees which started

23

functioning on October 1, 2009. ITC – Royal Gardenia is located in the heart of the city's

commercial and leisure district in proximity to Cubbon Park & Vidhan Soudha. It is situated

32 kms away from Bengaluru International Airport, 4kms from the Railway Station, 1km

from the City Centre and 0.5km from UB city. It is located at No. 1 Residency Road. It has a

total of 292 rooms which are categorised into 8, namely, The Towers (135), The Towers with

Balcony (102), ITC One (36), ITC One – End Suite(6), The Towers Suite (10), The Flamingo

Suite (1), The Pelican Suite (1) & The Peacock Suite(1). The Peacock Suite is the largest

Presidential suite in India. It offers a wide variety of Indian & International cuisines through

its tables at The Cubbon Pavilion, Highland Nectar (houses an exquisite collection of

whiskey), Kebabs & Kurries, West View, EDO (brings the flavours from Japan) and The

Lotus Pavilion. It is the first hotel to offer a completely separate wing for banquets and events

with its own car park access. Gardenia has also ensured extra care for the leisure of the guests

through Kayakalp, The Upper Crust, and Fitness Centre & Swimming Pool. In the first year

of its operation Gardenia achieved 46% of occupancy rates which stands highest among the

other ITC Luxury collection hotels. In addition, Gardenia has won many awards during its

1rst year of its operations. There are 4 main departments which include the House Keeping,

Front Office, Food & Beverages (Service) & Food Production. The other support services are

HR, Learning Services, Finance, Loss Prevention, Technical Services etc.

24

Chapter 3: Introduction to the Project

3.1 Overview

The project has been performed in the HR department under the guidance of Mr. Manoj

Sharma. The project done is Performance Appraisal system. Managing the human resource is

one of the pillars of running a business. If the manpower resource is well managed, then all

other aspects will fall in place. It becomes important and sensitive by the fact that we are

dealing with human beings who have feelings and emotions. So the HRM should be sensitive

and sensible enough.

3.2 Balanced Scorecard & PA system (8)

The balanced scorecard is a strategic planning and management system that is used

extensively in business and industry, government, and non profit organizations worldwide to

align business activities to the vision and strategy of the organization, improve internal and

external communications, and monitor organization performance against strategic goals.

Strategic performance measures monitor the implementation and effectiveness of an

organization's strategies, determine the gap between actual and targeted performance

and determine organization effectiveness and operational efficiency. A balanced scorecard

basically tries to show the life of a business in terms of its profitability, customer satisfaction,

processes, and trainings employed for the employees. Profitability has a direct relation with

customer satisfaction. To enhance customer satisfaction, user friendly processes are put in

place. To ensure processes are working smoothly, employees are given proper training. So a

PA system basically tries to give an idea about the balance card through the performance

evaluation and appraisal of the employees.

A PA system will help the management (VSP Rao, 2005)

In Career Planning.

To Identify and retain talent.

In Compensation Decisions.

To Create Promotional Avenues.

25

In Charting out Training & Developmental Programmes.

Get feedback about the company.

Get the attitude of their employees.

As in any organisation, the obvious aim of a PA system here is also to measure

performance. The company can find the talents and give them an appraisal. It can also

track those who perform less than expected and give them training. Thus it acts as a

quality improvement tool.

At ITC Royal gardenia, the balanced scorecard measures the company’s performance

through revenue returns, retention of guests through pull through quality and returns

through cost efficiency.

3.3 Problem Definition

ITC employs a Change of Status for performance appraisal wherein the employee is given

feedback based upon his performance. The qualitative aspects of an employee are rated on a

four point scale. . The employee is also given a chance to voice himself in a self- assessment

form. At present, ITC is in the process of initiating a Performance Management System as the

unit is relatively new.

3.4 Objectives

To understand the various levels of designations

To understand the Job Description

To suggest a Performance Appraisal system

26

Chapter 4: Performance Appraisal

A performance appraisal or employee appraisal is a method by which the job performance of

an employee is evaluated, (generally in terms of quality, quantity, cost and time) typically by

the corresponding manager or supervisor. It is the process of obtaining, analyzing and

recording information about the relative worth of an employee to the organization. The

purpose if a performance is to ascertain an individual’s present and future value to the

organization. His present value is assessed by his past performance while his future value is

determined by his present potentials. That is the single most important reason why

Performance Appraisal is very important to an organization.

According to Rao(2005), the appraisal process consists of 5 steps

i. Establish performance standards: serves as benchmarks against performance of an

employee is measured.

ii. Communicate the standards: it s very important to inform the employees what is

expected of them.

iii. Measure actual performance: likert scales are used to measure the performance.

iv. Compare actual performance with standards.

v. Taking corrective action, if necessary.

4.1 Some Performance Appraisal Methods

4.1.1 Individual Evaluation Method

Critical incident technique: Here the evaluator rates the employee on the basis of

critical events and how the employee behaved during those incidents. It includes both

negative and positive points. The drawback of this method is that the supervisor has

to note down the critical incidents and the employee behaviour as and when they

occur.

Graphic rating scale: In this method, an employee’s quality and quantity of work is

assessed in a graphic scale indicating different degrees of a particular trait. The

factors taken into consideration include both the personal characteristics and

27

characteristics related to the on the job performance of the employees. For example a

trait like Job Knowledge may be judged on the range of average, above average,

outstanding or unsatisfactory.

Management by objectives: It can be defined as a process whereby the employees

and the superiors come together to identify common goals, the employees set their

goals to be achieved, the standards to be taken as the criteria for measurement of their

performance and contribution and deciding the course of action to be followed.

The essence of MBO is participative goal setting, choosing course of actions and

decision making. An important part of the MBO is the measurement and the

comparison of the employee’s actual performance with the standards set. Ideally,

when employees themselves have been involved with the goal setting and the

choosing the course of action to be followed by them, they are more likely to fulfil

their responsibilities.

Some of the important features and advantages of MBO are:

o Clarity of goals: SMART goals – Specific, Measurable, Achievable, Realistic

and Time bound

o Focus is on future rather than on past.

o Motivation

o Better communication and coordination

Because of these advantages, the method of performance appraisal suggested is Management

by Objective (MBO). The appraisal was done for employees of non – supervisory cadre.

4.1.2 Multiple - person evaluation methods

Paired comparison method: A better technique of comparison than the straight

ranking method, this method compares each employee with all others in the group,

one at a time. After all the comparisons on the basis of the overall comparisons, the

employees are given the final rankings.

Group appraisal: In this method, an employee is appraised by a group of appraisers. This

method eliminates ‘personal bias’ to a large extent, as performance is evaluated by

multiple raters. But is a very time consuming process.

28

360o Feedback: a 360 degree feedback system collects performance information from

multiple parties, including one’s subordinates, peers, supervisor and customers. A

major advantage of this system is that the feedback comes from multiple sources. The

system may fail to deliver results, if it is not designed and implemented properly.

As per Rao (2005), merits of the 360 degree feedback system are as follows:

Evaluates methods applied to achieve targets Reveals strengths and weaknesses in management style Forces inflexible mangers to initiate self-change Creates an atmosphere of teamwork and improvement Unearths truths about organizational culture and ambience

Demerits of the 360 degree feedback system are as follows:

Ignores performance in terms of reaching goals Colleague’s responses tend to be biased Assesses deny the truth of negative feedback The system can be used to humiliate people Linking findings to rewards can prove to be unfair

4.2 Problems with performance appraisal

4.2.1 Judgement Errors

First impressions (primacy effect): The appraiser’s first impression of a candidate

may colour his evaluation of all subsequent behaviour.

Halo: The halo error occurs when one aspect of the subordinate’s performance affects

the rater’s evaluation of other performance dimensions.

Horn effect: The rater’s bias is in the other direction, where one negative quality or

the employee is being rated harshly.

Leniency: Depending on the rater’s own mental make-up at the time of appraisal,

raters may be rated very strictly or leniently.

Central tendency: This occurs when the appraisers rate all employees as average

performers.

Stereotyping: This is a mental picture that an individual holds about a person because

of that person’s sex, age, religion, caste, etc. By generalising behaviour on the basis of

29

such blurred images, the rater grossly overestimates or underestimates a person’s

performance.

Recency effect: The rater gives greater weightage to recent occurrences than earlier

performance.

4.2.2 Poor Appraisal Forms

The rating scale may be quite vague and unclear.

The rating form may ignore important aspects of job performance

The rating form may contain additional, irrelevant performance dimensions.

The forms may be too long and complex.

Other reasons could be lack of rater preparedness, ineffective oganisational policies and

practices etc.

30

Chapter 5: Discussion

5.1 Prevalent Situation

ITC employs a process of Change of Status for performance appraisal where by the

employees who complete I year of their service are evaluated and may be given an appraisal

as the case be. The employee is given feedback based upon his performance. The qualitative

aspects of an employee are rated on a four point scale. The employee is also given a chance

to voice himself in a self- assessment form. At present, ITC is in the process of initiating a

Performance Management System as the unit is relatively new.

5.2 Data Collection

The primary source of data was the employees themselves. Some of the employees were

interviewed based on which the appraisal forms were developed. Secondary resources were

also used. Thus appraisal forms for different key jobs were formed wherein employees are

rated on a likert scale.

5.3 Research Methodology

I first gathered the JD’s of the different jobs. I then interviewed supervisors and assistant

managers of various departments like Housekeeping, Front Office, F & B Service and F & B

Production. I was able to gather from them information regarding some of the important jobs

in their respective departments. I also took their suggestion while designing the forms. The

appraisal form is designed for those jobs which are important and for those an appraisal is

very much important. I was able to get an idea about the attrition rate, the reasons and the

suggestions. The forms were made consulting both the primary and the secondary sources.

5.4 Limitations

Since the unit is a relatively new unit, the availability of data was a problem.

Due to the high attrition rate, I was not able to interact with many employees.

The scope of this project is confined to ITC Royal Gardenia only.

31

Chapter 6: Actions Taken / Suggestions

PA forms for different jobs are designed. The employees are evaluated based upon some

parameters according to the respective job description. Both the qualitative and quantitative

aspects of the performance are evaluated. The appraisal consists of 3 parts – a self appraisal

which is to be filled by the employee himself, evaluation after the discussion between the

employee and the reporting associate and an evaluation by the appraiser. The appraisal

suggested here is Management by Objective wherein the employees would be told

beforehand itself what is expected of him. Performance standards are set through the forms. .

The difference between the actual performance and the expected performance is explained to

the employee. Through this interaction, it is made clear once again to the employee about the

expectations from him. An employees’ training needs can also be assessed through this. The

disciplinary part of the employee is also assessed which ensures discipline. The ability of a

person to take up initiative and the willingness to learn is also given a weight age.

Attendance, excluding leave, is also given a weight age so as to check unauthorized absence.

Each employee is marked on 100. The individual component for an employee from non-

supervisory cadre is 80% and the team performance share is 20%. The criterion for

evaluating an employee is that he should have completed at least 1 year at the time of

appraisal. In order to capture an employees’ performance over an year, quarterly discussions

should take place about an employee involving the employee himself and his reporting

manager and the report should be sent to the HR.

6.1 Appraisal form for Room Attendant

The room attendant reports to the supervisor of the housekeeping department. His job is to

keep the hotel clean, comfortable and safe at all the time so that the guests feel at home and to

ensure thorough cleanliness and maintenance of guest rooms. Some of the key parameters on

which he was evaluated were communication, punctuality, timely service etc. The relevant

form can be found in Appendix I.

32

6.2 Appraisal form for Banquets Executive

The banquets executive reports to banquets manager of the F & B service. His main aim is to

maximize revenues for the unit. He has to maintain constant contact with regular clientele, to

negotiate with them, to interact with guests. Some of the few parameters used are enterprising

skills, customer relationship management etc. The relevant form can be found in Appendix II.

6.3 Appraisal form for Chef-de-Partie

He reports to the Senior Capitan in F & B service. His duty is to organize, supervise and train

all service personnel in the restaurant with a view to provide quick and personalized food and

beverage service to guests. Supervise food service with a view to ensure speed, quality and

personalization. Some of the parameters are enterprising skills, leadership and motivating

skills. The relevant form can be found in Appendix III

6.4 Appraisal form for Commis – I

He reports to the Chef-de-Partie in F & B production. His duty is to prepare food as per

standards of quality, quantity and cost. He should also assist the Chef – de – Partie and

should supervise the Commis II and Commis –III. Some of the important parameters are

Cooking and Presentation skills, Motivating Skills, Hygiene (including work place as well as

personal). The relevant form can be found in Appendix IV

6.5 Appraisal for Commis –II

He reports to the Chef – de – Partie / Commis II. His duty is to prepare food as per standards

of quality, quantity and cost and to assist Commi-1 in performing his duties and assume

responsibility in his absence. Some of the important parameters are hygiene, time

management, waste minimization etc. The relevant form can be found in Appendix V.

6.6 Appraisal for Order Taker

He reports to the room service captain. His job is to extend warm and courteous service to

guests on telephone and to receive guest orders for food and beverage. Some of the important

parameters are conduct, enterprising skills, reliability etc. The relevant form can be found in

Appendix VI.

33

6.7 Appraisal for Front Office Assistant

He reports to the duty manager. His duty is to behave courteously in all guest related

transactions. Assign rooms to guests and be a continuous source of information during their

stay in the hotel. The important parameters are communication, personal appearance, attitude

etc. The relevant form can be found in Appendix VII.

6.8 Appraisal for Reservation

He reports to reservation executive. His job is to manage the overall operations of the

reservation department and to do guest reservations. The important parameters are

communication, product knowledge, amiability etc. The relevant form can be found in

Appendix VIII.

6.9 Appraisal for CRE

She reports to customer relationship manager. Their duty is to enhance guest experience at

the hotel. The important parameters are communication, personal appearance, problem

solving skills etc. The relevant form can be found in Appendix IX.

6.10 Appraisal for Valets / Attendants

They report to the supervisor of housekeeping. Their job is to execute job with utmost

courteousness, deliver clean guest laundry to the guest rooms and develop and maintain

controller procedures for the storage, issuing, use and replace of types of linen inventories.

The important parameters are sense of urgency, timely service etc. The relevant form can be

found in Appendix X.

34

Chapter 7: Learning’s

My interview with the employees revealed that much more awareness about performance

appraisal has to be generated. The employees should be educated to understand the different

company policies. I also learnt that the tendency to take the system for granted is also on the

high. For eg: - the number of people who apply for resignation but withdraw at the last

moment, when almost all of the exit processes or done, are on the rise. Because people are

not told about performance appraisal at the time of their joining, they quit job as it becomes

tiresome. Several employees are also of the opinion that lack of career planning or the lack of

awareness of the same is also a cause of the attrition. Most of them attributed high work

pressure which arose due to lack of manpower and low pay as another reason for attrition. If

quality talent can be attracted and retained, the attrition would reduce. Also, most of the

associates had the opinion that, more practical training should be provided.

Apart from my project, I learnt about the other functions of HR. I have worked in the

recruitment section and have understood the recruitment procedure from the time a candidate

attends the interview to the time of his absorption into the company. I have co-ordinated

interviews for the candidates. The documentation work is also taken care of by me. The files

for a new joinee are also maintained by me. I have also co-ordinated the process of issuing

the offer letters and appointment letters to the selected candidates. I am also aware of the

procedure followed when a person is absent from work for more than seven continuous days.

I have also worked in the Time office which basically maintains the record of the attendance,

the leaves taken and the extra working hours spent by the employee. A leave card is

maintained for each employee. Whenever an employee takes a leave it has to be entered in

the leave card. I have checked for unauthorized absence and the types of leaves the employee

takes. The extra working hours is calculated by checking the machine swipe in / swipe out

time vis-a-vis the entries in the departmental register. I also know the leave policy to be

followed.

I suggested an online system for time management. Currently, a bio metric system and

registers are used to record the in – time and out – time of the employees. I have also

suggested a Time Card system for housekeeping staff.

35

Chapter 8: Conclusion

ITC Royal Gardenia is currently employing a process of Change of Status technique to

appraise the employees. It involves giving feedback to the employee after his performance

evaluation. The qualitative aspects of an employee are rated on a four point scale. . The

employee is also given a chance to voice himself in a self- assessment form. At present, ITC

is in the process of initiating a Performance Management System as the unit is relatively new.

I suggested a Performance Appraisal system where the employees’ performance was

evaluated both qualitatively and quantitatively. Appraisal was done based on the interaction

between the appraisee and the appraiser. Performance standards were set and actual

performance was measured. The reasons for the difference between the expected and the

actual performance could be found out and necessary actions could be taken. The evaluation

of the employees’ performance can be used to chart compensation strategies, for promotional

avenues and for self –development.

----------------------------------------------------------------------------------------------------------------

36

Chapter 8: Appendix

Appendix – I

Appraisal for Room Attendant

(To be filled in by the Reporting Associate and the Associate)

Name: Department:

Pay Code: Designation:

Date of Joining: Total relevant work experience:

Period of Appraisal from ............ to........

Self Appraisal

1) Any significant results achieved in the past year

..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................

2) Any specific difficulties faced while conducting your task

..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................

3) If so, how did you overcome it?

..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................

4) Areas of Interest: .....................................................................................................................

..................................................................................................................................................

5) Strengths..................................................................................................................................

..................................................................................................................................................

6) Weakness.................................................................................................................................

..................................................................................................................................................

7) What do you want your next year area of responsibility to be?

..................................................................................................................................................

37

..................................................................................................................................................

..................................................................................................................................................

8) Further training needs

..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................

9) Remarks/ Suggestions

..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................

To be done by the Appraisee and the Appraiser after discussion

Technical and Professional Ability

Please rate the Associate on the following parameters.

[1-Poor, 2- Average, 3-Good, 4- Very Good, 5- Excellent]

i. Job Knowledge

(Knowledge about the job and what is expected of him)

ii. Communication

iii. Product Knowledge

iv. English fluency

v. Punctuality

vi. Attitude

(Behaviour towards guests & colleagues from the same as well as different departments)

vii. Willingness to learn.

viii. Timely Service

ix. Team work

x. Coherence

xi. Cost Consciousness

xii. Reliability

38

xiii. Quality of work

xiv. Co-ordinating Skills

Total Score (/70): .....

60-70; Excellent Performers

48-60; Very Good Performers

36-47; Good Performers

Below 35; Below Average Performers

Trainings Undergone

Sessions Remarks Marks Obtained

Re – induction

Security Awareness

Fire Safety

Cross – training

Specialized Program

Self development Course

(Including seminars, certified courses etc)

Score (out of 6)........

To be done by the Appraisee

Departmental WOW Ratio

WOW Ratio........... Score (out of 10) ....... [Over 95% - 5, 85% to 95% - 4, 80% to 85% - 3, 70% to 80% - 2, Below 70% - 1]

Departmental / Outlet Revenue

Beyond 5% above target 5

5% above target 4

Target achieved 3

5% below target 2

Less than 5% below target 1

(Score out of 10)......

39

Attendance: .........%

(Excluding leave)

95% - 100% 2

90% - 95% 1.2

80% - 90% 0.6

Below 80% 0.2

(Score out of 2).......

Discipline / Code of Conduct

No. of WP134s received:

Nature of Complaints (if any):

Any disciplinary action taken:

Score (out of 2).......

Feedback:

Training needed:

Recommendations:

Signed by the Appraisee Signed by the Appraiser

40

Appendix – II

Appraisal for Banquets Executive


Name: Department:


Date of Joining: Total Relevant work experience:


Self Appraisal


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

5) Strengths..................................................................................................................................

..................................................................................................................................................

6) Weakness.................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

41

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................





i. Job Knowledge


ii. Communication


iv. Amiability

v. Attitude


vi. Enterprising Skills

vii.Willingness to learn.

viii. Customer Relationship Management

ix. Team work

x. Coherence


xii. Reliability


42


(Cross- functional as well as within the same department)






Trainings Undergone


Re – induction

Security Awareness

Fire Safety

Cross – training

Specialized Program






WOW Ratio........... Score (out of 10)........

[Over 95% - 5, 85% to 95% - 4, 80% to 85% - 3, 70% to 80% - 2, Below 70% - 1]



5% above target 4

Target achieved 3

5% below target 2



43


(Excluding leave)

95% - 100% 2

90% - 95% 1.2

80% - 90% 0.6

Below 80% 0.2







Feedback:

Training needed:

Recommendations:


44

Appendix - III

Appraisal for Chef-de-Partie


Name: Department:


Date of Joining: Total Relevant work experience:


Self Appraisal


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

5) Strengths..................................................................................................................................

..................................................................................................................................................

6) Weakness.................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

45

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................





i. Job Knowledge


ii. Communication


iv. English fluency

v. Attitude

vi. Leadership and Motivating Skills

vii. Enterprising Skills

viii. Willingness to learn

ix. Team work

x. Coherence


xii. Reliability


46








Trainings Undergone


Re – induction

Security Awareness

Fire Safety

Cross – training

Specialized Program










5% above target 4

Target achieved 3

5% below target 2



47


(Excluding leave)

95% - 100% 2

90% - 95% 1.2

80% - 90% 0.6

Below 80% 0.2







Feedback:

Training needed:

Recommendations:


48

Appendix – IV

Appraisal for Commis I


Name: Department:




Self Appraisal


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

5) Strengths..................................................................................................................................

..................................................................................................................................................

6) Weakness.................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

49

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................





i. Job Knowledge


ii. Product Knowledge

iii. Cooking and Presentation skills

iv. Motivating Skills

v. English fluency

vi. Attitude


vii. Hygiene

viii. Willingness to learn.

ix. Team work

x. Time Management

xi. Waste minimization

xii. Reliability


50








Trainings Undergone


Re – induction

Security Awareness

Fire Safety

Cross – training

Specialized Program










5% above target 4

Target achieved 3

5% below target 2



51


(Excluding leave)

95% - 100% 2

90% - 95% 1.2

80% - 90% 0.6

Below 80% 0.2







Feedback:

Training needed:

Recommendations:


52

Appendix - V

Appraisal for Commis II


Name: Department:




Self Appraisal


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

5) Strengths..................................................................................................................................

..................................................................................................................................................

6) Weakness.................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

53

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................





i. Job Knowledge


ii. Product Knowledge

iii. Cooking skills and Presentation Skills

iv. English fluency

v. Attitude


vi. Hygiene

vii. Initiative Skills


ix. Team work

x. Time Management

xi. Waste minimization

xii. Reliability


54








Trainings Undergone


Re – induction

Security Awareness

Fire Safety

Cross – training

Specialized Program










5% above target 4

Target achieved 3

5% below target 2



55


(Excluding leave)

95% - 100% 2

90% - 95% 1.2

80% - 90% 0.6

Below 80% 0.2







Feedback:

Training needed:

Recommendations:


56

Appendix – VI

Appraisal for Order Taker


Name: Department:




Self Appraisal


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

5) Strengths..................................................................................................................................

..................................................................................................................................................

6) Weakness.................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

57

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................





i. Job Knowledge


ii. Communication


iv. English fluency

v. Amiability

vi. Conduct

vii. Enterprising Skills


ix. Team work

x. Coherence


xii. Reliability


58








Trainings Undergone


Re – induction

Security Awareness

Fire Safety

Cross – training

Specialized Program










5% above target 4

Target achieved 3

5% below target 2



59


(Excluding leave)

95% - 100% 2

90% - 95% 1.2

80% - 90% 0.6

Below 80% 0.2







Feedback:

Training needed:

Recommendations:


60

Appendix – VII

Appraisal for Reception Department.


Name: Department:




Self Appraisal


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

5) Strengths..................................................................................................................................

..................................................................................................................................................

6) Weakness.................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

61

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................





i. Job Knowledge


ii. Communication


iv. Personal Appearance/ Grooming

v. Amiability

vi. Attitude



ix. Team work

x. Coherence


xii. Reliability


62








Trainings Undergone


Re – induction

Security Awareness

Fire Safety

Cross – training

Specialized Program










5% above target 4

Target achieved 3

5% below target 2



63


(Excluding leave)

95% - 100% 2

90% - 95% 1.2

80% - 90% 0.6

Below 80% 0.2







Feedback:

Training needed:

Recommendations:


64

Appendix – VIII

Appraisal for Reservation Department


Name: Department:




Self Appraisal


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

5) Strengths..................................................................................................................................

..................................................................................................................................................

6) Weakness.................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

65

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................





i. Job Knowledge


ii. Communication


iv. English fluency

v. Amiability

vi. Attitude



ix. Team work

x. Coherence

(The logical flow of information. Not making the caller confused)


xii. Reliability


66








Trainings Undergone


Re – induction

Security Awareness

Fire Safety

Cross – training

Specialized Program










5% above target 4

Target achieved 3

5% below target 2



67


(Excluding leave)

95% - 100% 2

90% - 95% 1.2

80% - 90% 0.6

Below 80% 0.2







Feedback:

Training needed:

Recommendations:


68

Appendix – IX

Appraisal for Welcom Diva


Name: Department:




Self Appraisal


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

5) Strengths..................................................................................................................................

..................................................................................................................................................

6) Weakness.................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

69

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................





i. Job Knowledge


ii. Communication


iv. Personal Appearance/ Grooming

v. Amiability

vi. Attitude and Empathy



ix. Problem Solving Skills

x. Team work


xii. Reliability


70








Trainings Undergone


Re – induction

Security Awareness

Fire Safety

Cross – training

Specialized Program










5% above target 4

Target achieved 3

5% below target 2



71


(Excluding leave)

95% - 100% 2

90% - 95% 1.2

80% - 90% 0.6

Below 80% 0.2







Feedback:

Training needed:

Recommendations:


72

Appendix – X

Appraisal for Valet/Attendant


Name: Department:




Self Appraisal


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

5) Strengths..................................................................................................................................

..................................................................................................................................................

6) Weakness.................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

73

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................


..................................................................................................................................................

..................................................................................................................................................

..................................................................................................................................................





i. Job Knowledge


ii. Communication


iv. English fluency

v. Amiability

vi. Attitude

vii. Accuracy

viii. Sense of urgency

ix. Timely Service

x. Initiative Skills

xi. Willingness to learn

xii. Cost Consciousness

xiii. Reliability

74







Trainings Undergone


Re – induction

Security Awareness

Fire Safety

Cross – training

Specialized Program










5% above target 4

Target achieved 3

5% below target 2



75


(Excluding leave)

95% - 100% 2

90% - 95% 1.2

80% - 90% 0.6

Below 80% 0.2







Feedback:

Training needed:

Recommendations:


76

REFERENCES

Rao, V. S. P, Human Resource Management: Text and Cases, New Delhi, Excel Books,

2005 (IInd Edition)

[Online]. - http://www.divest.nic.in/Market_Capitalisation.asp?ord=comp_name.

[Online]. - http://www.itcportal.com/about-itc/itc-profile/history-and-evolution.aspx.

[Online]. - http://www.itcportal.com/about-itc/itc-profile/the-itc-way.aspx.

[Online]. - http://www.itcportal.com/about-itc/itc-values/vision-and-mission.aspx.

[Online]. - http://www.itcportal.com/itc-business/index.aspx.

[Online]. - http://business.mapsofindia.com/india-industry/hotel-industry-in-india.html.

[Online]. - http://www.itcportal.com/itc-business/hotels.aspx.

[Online]. - http://www.businessballs.com/balanced_scorecard.htm.

[Online] // http://gftn.panda.org/. - http://gftn.panda.org/about_gftn/.

77

BIBLIOGRAPHY

[Online]. - http://www.hospitality-school.com/performance-appraisal-hotel-industry

[Online]. - http://www.balancedscorecard.org/BSCResources/TheNineStepstoSuccess/tabid/

58/Default.aspx.

78

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