Om Project Vijay

8/3/2019 Om Project Vijay

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A STUDY ONANALYSING, PLANNING ANDIMPLEMENTATION OF REWARDS AND

RECOGNITION ATTAJ SAFARIS

A Project Report

Submitted by

R.Vijay Kumaran

In partial fulfillment for the award of the degree

Of

Master of Business Administration

In

Hospitality management

From

Amity School of Hospitality,


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CONTENTS

ACKNOWLEDGMENT....................................................................................................3

2. CERTIFICATE OF APPROVAL...........................................................................4

3. INTRODUCTION.............................................................................................5

4. REVIEW OF LITERATURE..............................................................................12

4.1 LODGES IN MADHYA PRADESH..............................................................14

5. CORPORATE SOCIAL RESPONSIBILITY..........................................................18

6. RESEARCH METHODOLGY............................................................................23

7. CHAPTER-2 DATA ANALYSIS..................................................................24

7.1 Implementation of the WOW Rewarding Exceptional Guest Engagement Initiative24

7.1.1 Format for WOW Story................................................................28

8. IDEA CHAMP................................................................................................30

8.1 IDEA CHAMP Suggestion Form..................................................................32

9. OVERALL BEST GROOMED EMPLOYEE OF THE MONTH...................................33

10. BEST HYGIENIC SECTION OF THE LODGE........................................................36

10.1 Hygiene Checklist...............................................................................38

11. Lodge Managers Pick........................................................................................41

12. OTHER LEARNING AND

FINDINGS 43

13. BIBLIOGRAPHY.............................................................................................42


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ACKNOWLEDGMENT

It is high privilege for me to express my deep sense of gratitude to all those who helped me in

the completion of my project, especially Ms. MRIDULA TANGIRALA,DIRECTOR OF

OPERATIONS AT TAJ SAFARIS providing me a support for exploring the ideas of the

organization and Ms. POOJA KAKARIA, ASSISTANT HUMAN RESOURCE MANAGER

AT TAJ SAFARIS who was always there at the hour of need as my mentor.

I would like to thank MR.PARESH BALI ,FACULTY GUIDE AT AMITY SCHOOL OF

HOSPITALITY for guiding in the project report by providing suggestions.

My special thanks to MR. RAHUL ARYA, HUMAN RESOURCE EXECUTIVE AT TAJ

SAFARIS for his continuous support and with whom I explored the ideas of the organization.

Mr. VIVEK WALIA, ASSISTANT SALES MANAGER AT TAJ SAFARIS who is the also

responsible for helping me complete the writing of my project .Without his encouragement and

constant guidance, I could not have finished my project.

I would like to thank MR. PARAS PURI, THE FINANCIAL CONTROLLER AT TAJ

SAFARIS who gave me insightful comments and information as when required and reviewedmy work on a very short notice. I am also thankful to Mrs. MONIKA KHATRI, SALES

EXECUTIVE AT TAJ SAFARIS for providing thoughtful suggestions, guidance and for helping

me any time to make this project.

Finally, yet importantly, I would like to express my heartfelt thanks to my beloved parents for

their blessings, support and encouragement for the successful completion of this project.

R.Vijay Kumaran


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CERTIFICATE OF APPROVAL

This is to certify that Summer Project Report entitled A study on Analysing, Planning and

Implementation of Rewards and Recognition at TAJ SAFARIS , New Delhi which is

submitted by R.Vijay Kumaran in partial fulfillment of the requirement for the award of

degree MBA in Hospitality Management to Amity School of Hospitality, Amity University,

Noida, UP is a record of the candidate own work carried out by him under my/our supervision.

The matter embodied in this thesis is original and has not been submitted for the award of any

other degree.

Faculty Guide-

MR.PARESH BALI

Faculty Guide

AMITY SCHOOL OF HOSPITALITY,

AMITY UNIVERSITY,

NOIDA.


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ABSTRACT

Motivation drives people to be more enthusiastic and efficient: this assumption has beenexplored and evaluated by human resource managers seeking to discover the most effective

motivation tools that could optimize the potential of their employees.one of the motivationalmethods are Rewards and Recognition policy.

The Taj Safaris , a collaborative ecotourism promoting company which is located at the protected

Wildlife parks of the Madhya Pradesh. The location of the wilderness lodges which is major

cause for increase in attrition rate of the organization. Due to this high rate of attrition, a smooth

operation cannot be assured. The various problem which causes hindrance to the annual budget

are cost of selecting, training an employee. In order to meet the future challenges of operation,

the employees should be motivated.

This study investigates the various motivational and employee engagements program such as the

Reward and Recognition policy. The analyzing of what should be the parameters for the criteria

of framing a reward and recognition policy is considered by collecting data from the Employees.

The opinion of the employees is very important to make a successful policy

Reward and recognition systems for individual employees remain one of the controversial areas

of the organization. The study also involves the planning of the various reward and recognition

policy. Through the companys quality committee a new process for employee reward and

recognition based on an unbiased assessment by managers, fellow employees and internal guest

has been developed. Describes the reward and recognition process developed by the company,including a description of the categories used in the process, overviews of the process in place

for acceptance and review of nominations and descriptions of the recognition for awards.


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INTRODUCTION

The Taj Safaris realized the decrease in employee turnover and increase in attrition rate and the

realization of the need to have a reward and recognition Policy. The objective of the policy was

to motivate and make the work, more fun loving. As I was in the Human Resource department ofthe corporate office and I had a chance of framing policies of various kind but for the benefit of

the employees.

The experience of analyzing, planning and implementation of Reward and Recognition policy

was although difficult. There were the challenge of collecting data through the filling up of

questionnaires and analyzing the interpretation.

One critical stage but frequently overlooked dimension of this process of Implementation is the

impact of organizational change on employee motivation and behavior: Executives, operational

chiefs and personnel managers must ensure that their systems of rewards and recognition are

carefully aligned with overall strategic and operational goals. Rewards and recognition systemsmisaligned with corporate objectives can result in behavior that is not anticipated or desired by

management.

The purpose of this research

OBJECTIVE

To provide guidelines to recognize specific, unique, value added and critical performance

incidents within or beyond expected & predefined performance objectives


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To align employee performance and achievements in line with Companys Value Charters &

Mission Objectives

To reward these performance incidents in monetary or non-monetary terms indicatingorganizational recognition and appreciation towards the employees


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BACKGROUND

COMPANY PROFILE- TAJ SAFARIS LIMITED

The Indian Hotels Company Limited (IHCL) and its subsidiaries are collectively known as Taj

Hotels Resorts and Palaces and are recognized as one of Asia's largest and finest hotel company.

Incorporated by the founder of the Tata Group, Mr. Jamsetji N. Tata, the company opened its

first property, The Taj Mahal Palace Hotel, Bombay in 1903. The Taj, a symbol of Indian

hospitality, completed its centenary year in 2003. Taj Hotels Resorts and Palaces comprises 93

hotels in 55 locations across India with an additional 16 international hotels in the Maldives,

Malaysia, Australia, UK, USA, Bhutan, Sri Lanka, Africa and the Middle East.

IHCL operate in the luxury, premium, mid-market and value segments of the market and one of

the segment it deals in wildlife tourism through Taj Safaris.

Taj Safaris are wildlife lodges that allow travelers to experience the unparalleled beauty of the

Indian jungle amidst luxurious surroundings. They offer India's first and only wildlife luxury

lodge circuit. Taj Safaris provide guests with the ultimate, interpretive, wild life experience

based on a proven sustainable ecotourism model. Established in 1903, Taj Hotels Resorts and

Palaces is one of Asia's largest and finest group of hotels, comprising 59 hotels in 41 locations


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across India with an additional 16 international hotels in the Maldives, Mauritius, Malaysia,

Australia, UK, USA, Bhutan, Sri Lanka, Africa and the Middle East. From world-renowned

landmarks to modern business hotels, idyllic beach resorts to authentic Rajput palaces; each Taj

hotel offers an unrivalled fusion of warm Indian hospitality, Breaking new ground in the Indian

tourism industry, Taj Hotels Resorts and Palaces joint ventures with &Beyond, Africa's most

comprehensive safari operator and leading ecotourism company. This collaboration provides

guests with the ultimate interpretive wildlife experience in India based on a proven sustainable

ecotourism model. Guests will benefit from Taj Hotel's legendary hospitality, and the expertise

of &Beyond in delivering a unique and in-depth wilderness experience. &Beyond was

established alongside rising international demand for responsible tourism and wilderness

experiences, and in the belief that, through business enterprise, wildlife conservation could be

placed on a sustainable economic footing 1991 &Beyond (then called Conservation Corporation

Africa or CC Africa) began realizing our dream of extending Africa's green frontier by

developing and sustaining wildlife sanctuaries across the continent and inviting the world to

share in our vision.&beyond is an evolution of the model originally established over 70 years

ago at Londolozi Private Game Reserve. This model demonstrated that, by harnessing

international capital through low-impact, high-yield tourism, conservation land could prove its

economic viability whilst affording rural communities a meaningful share of the benefits.

Taj Safaris is joint venture of Taj Hotels Resorts & Palaces, &beyond and Cigen which offers

countrys its first and the only branded wildlife circuit.Established in 1990, Cinnovation offers

Its services In Real Estate, Financial Services, Hospitality, Education, Health Care & fast

moving Consumer goods (FMCG) Cinnovation Inc. This partnership, known as the Taj Safaris,

provides guest with the ultimate interpretive wildlife experience in India, based on a proven

sustainable ecotourism model. &Beyond possesses decades of expertise in operating luxury

jungle safari lodges offering unique wildlife experiences, coupled with legendary service.

This union of the likeminded hospitality companies pools vast resources and experience to build a

circuit of the extraordinary lodges in the Indias renowned Tiger Reserves. In keeping with the

shared and deeply entrenched social and conservation principles, development programmes are

being established to engage neighbouring communities in the making small, meaningful

differences.Taj Safaris owns and operates four luxurious jungle safari lodges in central India,

situated on the borders of the well- known tiger reserves in Madhya Pradesh


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.

Fig-1.1 Birth ofTaj Safaris

VISION AND MISSION STATEMENT OF TAJ SAFARIS LIMITED

MISSION:

Care of the land, Care of the wildlife, Care of the people

VISION

EMBRACE TALENT AND HARNESS


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neral Manager / Lodge

nager

Accounts ExecutiveManager

Operations

Head ChefHead NaturalistButler (F&B Service)Room AttendantsMain Kitchen

Chefs

Worker(Stewarding) - 2Staff Kitchen

Chefs

Naturilist

s

Engg. SupervisorMaintanance

Attendants

Storekeepe

r

Spa

Therapist/GRE

HorticultureLaundry

Attendants

Security

Gaurds

EXPERTISE TO LEVERAGE STANDARDS OF

EXCELLENCE IN THE ART OF HOSPITALITY

TO GROW OUR INTERNATIONAL PRESENCE,

INCREASE DOMESTIC DOMINANCE AND

CREATE VALUE FOR ALL STAKEHOLDER

Fig.1.3.Organization Chart of the wilderness lodge

THE PRESENCE OF TAJ SAFARIS

Taj Safaris owns and operates four luxurious jungle safari lodges in central India, situated on the

borders of the well- known tiger reserves in Madhya Pradesh namely:

1. MAHUA KOTHI at BANDHAVGARH NATIONAL PARK

2. BAGHVAN at PENCH NATIONAL PARK

3. BANJAAR TOLA at KANHA NATIONAL PARK

Fig.1.2 Organization Chart for Taj Safaris


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4. PASHAN GARH at PANNA NATIONAL PARK

MAHUA KOTHI LODGE

The name Mahua Kothi draws its inspiration from one of Indias most beautiful trees, the

Madhuca Indica, or as it is commonly known, the Mahua or butter tree. Pronounced

ma-hoo-a, this tree with its fleshy offwhite flowers plays a central role in festivals and

rituals. The Lodge sprawls over the 40 acre grounds, just 20 minutes from the park entrance.

The original kothi (homestead) comprises the guest areas and has been beautifully renovated,

and the accommodation of the guest is wonderful and all new with luxury and best

amenities .

Each of the twelve charming guest suites or kutiyas (jungle village huts) is built in the

vernacular style of Central India, affectionately known as MP Chic (MP being the state of

Madhya Pradesh). Each is accessed through private courtyards with shaded.Seating and

traditional mud floors. Interiors include wooden shutters, tapered mud colored walls in lime

and earth washes (finished by hand), open rafters with roughly Hewn wooden beams, and

handmade pottery roof tiles. Floors are dressed in katni stone strips set in lime mortar. Each

ensuite bathroom features twin hand basins, indoor shower, bath and separate W.C. richly

colored local textiles, used throughout, is in shades of rust and burnt orange. Each kutiya

features roll-down mats to keep out the early morning sun, as well as overhead fans and air

conditioning.

Guests delight in the yoga amenities provided in a basket (complete with instructions), as

well as traditional Indian games of marbles and Chaupad. Kettles of boiling water on chulhas

(charcoal burners) are brought out with early morning tea to the kutiyas. Bicycles, parked in

the kutiya courtyards, are an invitation to explore.

BAGHVAN LODGE

Baghvan is aptly named after one of Indias iconic symbols, the Bengal tiger

(bagh tiger and van forest). Pronounced Baghvan, this enchanting lodge is located on

the edge of Pench National Park, a dry deciduous forest of predominantly teak trees and

meandering jungle streams. A mere five-minute drive to the parks entrance takes.

Breakfasts and lunches are served on a sweeping shaded deck surrounding the beautiful


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swimming pool and overlooking the nullah, a favored route of the Pench tigers. Sunset is

celebrated with cocktails under a huge Banyan tree whilst watching a giant flying squirrel

perform breathtaking aerobatics.

BANJAAR TOLA

Taj Safaris third jungle safari lodge is situated along the banks of the Banjaar River, directly

overlooking the heart of Kanha National Park. The luxurious, yet lightweight, ensuite tents

have been designed in a contemporary style, with pressed bamboo wall panels, gorgeous

bamboo floors and locally crafted furniture hewn from the timber of exotic Indian trees. The

textiles have been designed in tones of delicate saffron and acid-washed green, with rich

block-printed Madhya Pradesh cottons and silks.

The lodge boasts two elegant camps of nine suites, each with its own intimate tented sitting

area. Banjaar Tola has its own unique identity, celebrating the Bastar and Dogra art that hails

from nearby Chattisgarh.

.

PASHAN GARH LODGE

Taj Safaris new jungle safari lodge comprises a cluster of stone cottages huddled atop asmall hill, with magnificent views over the forest and a large nearby waterhole, which has

been host to numerous tiger and resident antelope sightings.

This lodge draws inspiration from the dry-packed stone houses of the Panna region. These

houses differ from other Madhya Pradesh styles, with dramatic roofs constructed from

massive slabs of irregularly shaped slate. The guest areas celebrate Haveli design, with a

spacious central courtyard. The interiors are a contemporary mix of chocolate linens, block-

printed black silks, celadon cottons and cotton lace chandeliers.

The lodge features 12 stone cottages, with a central guest area showcasing fabulous leather

furniture made in Delhi, with massive black and white photo canvasses of the dramatic Panna

landscapes. There are subtle references to the erotic stonework at the nearby temples of

Khajuraho.


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CORPORATE SOCIAL RESPONSIBILITY

The Taj Hotels, Resorts and Palaces, a Tata Group company, upholds the Tata way of business

with trust, transparency and commitment to human values

A significant basis for Taj - &Beyond tie-up was also to extend the &Beyond (Conservation

Corporation) model of wildlife and biodiversity conservation through tourism into Indian nature

reserves. The company pays a substantial amount in park fees and has sponsored very significant

projects including the first ever translocation of gaur to an area where they had become extinct.

Taj Safaris runs an internal environmental management system; we are mainly focused on below

points

Sustainable community development & growth Environment Awareness Environmental Impact & Sensitivity

Biodiversity Protection

DATA COLLECTION


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DATA PRESENTATIONIMPORTANCE OF WORK RECOGNITION


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R ESEARCH METHODOLGY

Employees not only want good pay and benefits, they also want to be valued and appreciated fortheir work, treated fairly, do work that is important, have advancement opportunities, andopportunities to be involved in the agency. Recognition and rewards play an important role inwork unit and agency programs to attract and retain their employees. It is the day-to-dayinteractions that make employees feel that their contributions are appreciated and that they arerecognized for their own unique qualities. This type of recognition may contribute to high morale


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in the work environment. So, its extremely important that managers, who communicate theagency goals to employees, are included in the development of recognition programs .

The organization that can differentiate between, and effectively fulfill, all three levels ofconcerns (senior management, employees, and managers of the program) may achieve levels ofperformance they may never have thought possible. In addition, an effective recognition program

should meet several essential criteria:Jim Brintnalls description of What Makes a Good Reward? (See Resources section forauthors and articles.) Jim says its got to be SMART! That means that rewards should be:

Sincere. Above all else, a good reward should reflect a genuine expression ofappreciation. Token acknowledgements leave something to be desired.

Meaningful. To endure a motivating influence, rewards should be aligned with thevalues, goals, and priorities that matter the most.

Adaptable. The diverse workplace demands alternatives. Consider creative options tokeep your program fresh. No single reward format works for everyone all the time.[Recognition should be adapted and valuable to the receiver.]

Relevant. Some personal dimension is essential to a good reward. No matter how formalor informal, expensive or affordable, the relevance of any recognition will be improvedwith a personal touch its a little thing that makes a big difference. [Recognition shouldbe provided by someone of significance to the receiver.]

Timely. It is important that rewards respond to the behavior they are intending toreinforce. Dont let too much time pass or the reward may be devalued and credibilityeroded.

A Total Reward and Recognition policy is being proposed, this framework will enable us to

formalize a structure for our Reward and Recognition Schemes. As the organization did not have

any Reward and Recognition policy so which made me do a descriptive type of research in the

project by studying various policies.

CHAPTER-2 DATA ANALYSIS

Implementation of the WOW Rewarding Exceptional Guest EngagementInitiative

Proposal


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This approach note has been designed to propose the implementation of a Reward

and Recognition Scheme based on WOW the Exceptional guest engagement

initiative at the lodges of the Taj Safaris.

Concept

The concept of creating and sharing WOW stories has evolved to encourage and

motivate the associates to perform exceptionally well and exceed the guest

expectations.

The WOW stories are true stories of associates exceptional performance that go

above and beyond conventional guest service expectations. The WOW stories

exhibit true sense of exceeding guest expectations and anticipating guest

preferences and pro actively acting as per the unstated need of the guest.

In order to encourage and motivate the associates, WOW stories exhibited by associates are narrated in anopen forum for instance the morning meeting in front of all the Head of Departments in the presence ofthe associate and the associate is felicitated and applauded for the WOW factor displayed by him/her.

Narrating stories in open forums like staff meetings, morning meetings etc accomplishes two goals, itreinforces a guest service skill the hotel is trying to encourage and most importantly, it gives an associate"local fame." Associates want to be recognized in front of their peers. Giving them public recognition is apowerful motivator.

Just to exemplify below mentioned is an example of a WOW story:

A guest was having IRD lunch in the room. Aman was the butler serving, he

observed that the guest was looking a little confused and upset. He asked him if

everything was all right and if he could be of any assistance. Guest mentioned that

he had to visit a friend in the evening and he hasn't purchased any gift. Aman

promptly suggested him the Khazana but the guest did not seem convinced and

said that his budget did not permit him for anything more than Rs.100. Aman then

suggested him to have the complimentary bottle of wine in the room to be used as

a gift and the guest was delighted with the idea.

Guest next day called for Aman and thanked him profusely as the gift was duly

appreciated by his friend.

ROLL OUT PROCESS OF WOW STORY


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Guidelin es

There are

guidelines which

needs to followed

by the HODswhile giving nominations for the WOW Story of the Month. These guidelines will be

based on the certain values, as the values given below:

Passion for Excellence Sensitivity Sense of urgency


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Exceeding Expectation- Above and Beyond the Call of Duty

Passion for Excellence

An Employee being a part of the organization not only achieves its own goalsbut also leads toward attainment of organizational goals. An employee of thelodge should have passion to learn and excel in the work whichever he/shespecializes in.

Associates should channelize their energy towards striving for excellence.The inner passion which drives the associates thirst for learning anddevelopment will be helpful in the overall development of the employees

Excellence at Work provides a practical roadmap for Employee at each levelin an organization to build a committed, inspired workforce that is focused onachieving success.

Example: when an Employee is serving tea, the side which he should serve from is

important factor and he learns as well as he prompts to give the right thing at right

Place on right time, when employee delivers such level of service

The passion of an Employee is the Service he/she provides to the Guest, sothat Guest is satisfied and he spreads a good word about his stay at theLodges.

Employees passion for the duty or work, will contribute to the Excellence of

the Company and as well as his/her learning. Employees should continue to demonstrate passion for excellence by

applying the skills already acquired and by helping others in the workenvironment and strive to achieve similar levels of success.

Sensitivity

The sensitive Employee is naturally well organized, knows how to anticipateGuest needs and work towards them, and accomplishes things efficiently.

Employee naturally analyzes to get to the heart of the matter and synthesizeto understand the whole picture and strive towards utmost satisfaction of the

Guest.

Employees should necessarily have an intuitive sense to anticipate guestneeds and should act accordingly. Such employees are natural conciliatorsand easily go with the flow. They have an uncanny ability to merge with thepeople around them.


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Employees should necessarily have high standards and ideals to understandthe Guest Behaviors, recognizes the situation where they currently are, andinstinctively nudge reality from a less perfect to a more perfect state

To Exemplify the Sensitive value, the following example has been quoted:

A Guest was staying in the hotel and a Butler was taking care of his needs. Butler

enquired about a painting lying on the table, due to the urge of knowing. The guest

described it as a gift for his friend. Butler had a sensitivity to guest needs and got

the gift wrapped in the absence of the guest and guest was delightful and gave him

a letter of appreciation.

Sense of Urgency

Employees should show a strong sense of urgency for guest and in work, is

one of the core values for those achieving excellence.

Employees should react as soon as possible which can prevent a situationfrom getting serious.

Employees should be driven by a sense of urgency and they must possessdesire to meet all their guest needs. In every service they give there must bea combination of the personal touch and fierce professional pride.

Example: If there is a complain of food from the guest , then the next reaction

by the butler should be to ask sorry for the inconvenience and he should provide

some other dish as per guest choice.

Exceeding Expectation

Beyond Expectation is otherwise known as Above and Beyond Call of Duty(ABCD)

The Employees should demonstrate creativity and flexibility in performing hisor her duties to meet and anticipate needs of the guest.

Beyond Expectation is when the Employee is able to understand the guestneeds with the Sensitivity and perform the duty beyond the guestexpectation.

Example: One guest called up a Restaurant to make reservation for dinner. The

Steward recognized the guest as she was a regular at that Restaurant and took

the reservation. No occasion was mentioned by the guest at the time of

reservation. The steward went through the guest history cards and came to


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know that it was her husband's birthday and also their wedding anniversary.

After the dinner, the Steward surprised them with a beautiful bouquet of roses

and a cake. Guest was emotionally touched by the pleasant surprise and kind

gesture of the Steward.

Proposed Reward

The Associates whose stories are adjudged as the Best WOW Story of the Month will

be given:

Cash reward of Rs.500 will be awarded. Certificate of Appreciation Apart from this, the Associate will be recognized by reading the story in the

Ceremony where all the Associates will be present in order to motivate them.

Expected Outcome

The idea behind the implementation of this guest engagement initiative is two

forked, one is to motivate and encourage the associates and other is to build the

guest service attitude and skills amongst the associates that the Hotel/Lodge as a

whole wants to create and strengthen manifolds.

As a result of this initiative the guest satisfaction scores are expected to go up andsimultaneously the associates will get motivated to perform better and will increase

their levels of satisfaction as well.

Format for WOW Story


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IDEA CHAMP

Proposal

This scheme has evolved to Reward and Recognize the associates who provide

innovative ideas which contribute to increase in efficiency of the existing processes

and standards and also enhance guest satisfaction.

Concept

The IDEA CHAMP exhibit true sense of exceeding performance andanticipating new level of innovation.

These ideas typically must be cost effective and unique in nature.

In order to encourage and motivate the associates, innovative ideas exhibited by associates arenarrated in an open forum, for instance the morning meeting in front of all the Head ofDepartments in the presence of the associate and the associate is felicitated and applauded for theinnovative idea given by him/her.

Narrating these Ideas in open forums like staff meetings, morning meetings etc accomplishestwo goals, it reinforces an associate to think beyond the call of duty, which the lodge is trying toencourage and most importantly, it gives an associate "Hall of fame." Giving them publicrecognition is a powerful motivation for other associates as well.

Just to exemplify, a suggestion has been taken as example for motivating associates to think innovatively

An associate gave an idea of fixing a Bulb in the handicapped/disabled room, which will flicker whensomeone rings a bell (for the guest who is deaf but not blind); so that the guest knows that someone is atthe door.

Proposed Reward

If the Innovative Idea is considered and implemented then the Associate isrewarded with a cash prize of 500.

If the Innovative Idea is considered but not Implemented then the Associateis

rewarded with a cash prize of 300.

Photogra

ph of the

Associate


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Roll out Process

Add first step of the process that associates to submit the idea in the form

(attached as annexure)


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IDEA CHAMP Suggestion Form

DATE:____________

NAME:______________________________________________

DEPARTMENT:_______________________________________

MY IDEA:____________________________________________________

____________________________________________________

____________________________________________________

_____________________________________________________

__________BENEFITS FROM THE IDEA GIVEN:

___________________________________________________

___________________________________________________

EMPLOYEE TICKET NUMBER


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OVERALL BEST GROOMED EMPLOYEE OF THE MONTH

Proposal

This award will enhance the standards of overall grooming and conduct of the

Associates.The aim is to upkeep the associates by developing a sense of personalhygiene, Respect for the Uniform, Punctuality, Discipline and Overall Grooming. As

the Associates are a reflection of the Organizations culture and its values being

well groomed is of utmost importance.

Concept

Grooming is the combination of Style and discipline, to project an image of

organizations culture and ethics to our esteemed customer-our guest. It alsoenhances the personality of an Associate, character of an organization and value of

the organization.

Guidelines

The criteria for selecting the Best Overall Groomed Associate would be as

follows:

Punctuality

Discipline

Respect for Uniform

Basic grooming

Public etiquettes.

General hygiene and cleanliness.

.

Award Classification

The classification of the award will be divided in two sections according to the

Department.

Front of the house

Housekeeping

Front office and Food & Beverage Service

Security

Naturalists

Heart of the house


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Rest of the Departments including Stores, Maintenance/

Engineering, Accounts and Human Resources will be a part of

Heart of the House.

Roll Out Process

Every month the BEST OVERALL GROOMED ASSOCIATES will be chosen the process

chart for the same is given below:


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Proposed Reward

The Associates who areadjudged as the Best Overall Groomed Employee of the Month will be given:

Cash reward of Rs.500/- will be awarded.

Certificate of Appreciation will be given

Apart from the above their photos will be displayed on the notice board and the rewardwill be given in the R&R Ceremony to felicitate and motivate other Associates.


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BEST HYGIENIC SECTION OF THE LODGE

Proposal

Hygiene plays a pivotal role in the hospitality industry. This approach is to motivate the employees to

upkeep and maintain a decorum of hygiene in the section and as well as to prevent any kind of diseases

from spreading which are caused due to unhygienic conditions.

Concept

The concept of creating BEST HYGIENIC SECTION is a method of motivatingthe associatesof a particular section to keep their respective areas clean and hygienic.

The H.O.D heading the particular Section will lead the Associates to keep the sectional areas

clean and free of rodents, pests, or any kind of harmful organisms like fungi, algae etc. andmaintain the highest levels of Hygiene and orderliness. When different Section keep their sectional area clean, this will result in an area which is eye

appealing and pleasant to be in, this will result in satisfaction of the guest.

Guidelines

This award will be judged by a panel comprising of:

Lodge manager

Operations Manger/Camp Host/ Head Naturalist

This will consist of surprise check and evaluated on weekly basis.(suggested checklist attached asAnnexure)

The award will be given to one particular section from :

Front office (porch, back office, front office, lounge and SPA)


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Housekeeping(housekeeping pantry, laundry, and the public restroom)

Food production(Kitchen, cafeteria)

Food and beverage service (dining room, swimming pool, pantry)

Stores (stores, receiving area, and Engineering(maintenance department)

Accounts and Human Resources

Every Section will be represented by the respective Head of Department.


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Rollout process

The evaluation which is done on weekly basis will be rewarded and recognised at the end of everymonth in the meeting where all the team members will be presented so that it will motivate every

Section as a team and coordination between them . The BEST HYGIENIC SECTION of the lodges will be felicitated with a rolling trophy which can

be displayed at the section and a group photograph can be displayed at the notice board Finally a great applaud to encourage as well as it can motivate every one

Best Hygienic Section of the Lodge-Roll out Process

Best Hygienic Section of the Lodge-Proposed Reward

The Best Hygienic section will be rewarded by giving a Rolling trophy, which can be displayedin the section and certificate will be given to the head of department.

The photographs of the section will be displayed on the Notice Board and the associates will beapplauded in the R&R Ceremony.


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CRITERIA

RED

Unacceptabl

e

AMBER

Can be

Acceptab

le

GREEN -

Acceptab

le

Cleaning chemicals are locked and storedseparately,

Cleaning records are completed.

The floor is clean,The area around waste storage

is clear and tidy in the pantry

The linen room and laundry is dry and airy and

proper care is taken while washing the laundryThe public area and the restrooms are clean

F&B Service Please tick the

following

CRITERIA

RED

Unacceptabl

e

AMBER

Can be

Acceptab

le

GREEN -

Acceptab

le

The Cutlery and Crockery are wiped and are

stored dryThe pantry, Restaurant is thoroughly cleaned and

are pest freeThe storing of Beverages are at right

temperatures

Stores

CRITERIA

RED

Unacceptabl

e

AMBER

Can be

Acceptab

le

GREEN -

Acceptab

le


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The floor area underneath is clear of product

The external bays are clean and free from Debris

All food and paper supplies are stored 6 to 8

inches off the floor. All food is labeled with name

and received date.

Open bags of food are stored in containers with

tight

fitting lids and labeled with common name

Chemicals are clearly labeled and stored away

from food

and food-related supplies

Engineering Please tick the

following

CRITERIA

RED

Unacceptabl

e

AMBER

Can be

Acceptab

le

GREEN -

Acceptab

le

The Equipments to be repaired are placed on the

rack and are free of any dust.The Recyclable waste is put in to recycling bin

and Hazardous waste is disposed in a proper

manner.The tools are stacked properly in tool bag and

floor is clear of debris.The department is neat and clean so that it is part

of hygienic section of the lodge


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Lodge Managers Pick

This award will be given by the Lodge Manager /General Manager himself to anassociate picked by him through observations made on a regular basis.

The criteria for choosing the LMs pick would be : Level of Overall Grooming Dedication Commitment Sincerity Going Beyond the call of Duty Exceeding Guest Expectations

These awards would be not be given on a regular frequency and on regular basis; they

will depend upon the discretion of the LM.GM.

They can be given by the LM as and when desired based on the above parameters.

This award would be given in the Reward and Recognition Ceremony wherein theAssociate will be called and felicitated in from of every one. The winning associate willbe given Rs.750/- cash prize.


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LIMITATIONS

As there was no scope of accessing the place of operations because of the slack and

monsoon season The questioning of employees was not possible due to permission from senior

management.

The approach of exploratory research was not possible due to short duration of my

research project.

SUGGESTIONS

There is a rigid system of rewards and recognition as a part of implementation and it

could be flexible by rating them points and providing Employee who has highest pointwith holiday packages.

There could be rewards such as Long Service Award or Achievers award in Met life

Insurance.

The Introduction of Spot excellence award will motivate employees on daily basis.

CONCLUSIONS

As I was a part of the organization for very little time , I had a lot of opportunity such as

interviewing, sourcing and various other human resource functions The responsibility of planning and implementation of Rewards and Recognition policy

in coordination with Assistant Human Resource manager.

These functions have imparted a great knowledge within myself about the entire Human

Resource functions.

The saying goes Unless a Employee is not happy, the organization will not do well


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OTHER LEARNINGS AND FINDINGS

Audit Program For Verification

Scope

The purpose behind the internal audit for FADV is to cross examine whether adequate checks

and balances are in place and the reporting being done to IHCL by FADV is in tandem with the

established procedures and SOPs in place with FADV and enough documentation and evidence

is available to support the various findings and reporting.

The following checks conducted by FADV at various levels will be verified and examined under

the purview of this audit:

1. Physical Address verification Current and Permanent

2. Background and Conduct verification

3. Employment Verification

4. Education Verification

These checks will be verified across the levels of employees including:

1. Vendor Staff/Contract Staff2. Staff and Supervisory category3. Executives E8,E7 and E64. Executives - E5 and above

Procedure:

To start with the SOPs/work standards and processes followed for conducting variousreference checks will be comprehended and understood by the FADV representative.


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Post the understanding of the processes followed a sample of 5 FADV reports as takenfrom Taj Palace Hotel New Delhi will be examined and verified for the processadherence and documentation support for the same. These reports will be a mix ofdifferent levels and would also encompass a case wherein a default has been detected andreported by FADV.

The reports will primarily be examined for the following:

1. Adequacy of sources of information and limitations of these sources

Attributes for verification whether documented, by job type or description if necessary

Is it being made sure the information gathered fits the verification profile desired

Audit trail developed during the check process

Documentation to support if the procedures for verifications are being followed

Adequacy of rec

1. Adequacy of recordkeeping

secure

for the prescribed and proper period of time

1. Follow up processes

Are there any follow up / periodic verifications required for sensitive positions or ingeneral, such as drug screenings, etc?

1. Any special mechanisms in place to prevent report delays and action/measuresundertaken in situations when the report is not prepared in time and control mechanismsfor preventing the same in future.

A SAMPLE COPY OF FADV REPORT HAS BEEN ATTACHED FPR

FURTHER REFERENCE


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Books

The 1001 rewards & recognition fieldbook: the complete guide By Bob Nelson,

Dean R. Spitzer

Internet articles

www.motivationonline.com

http://www.workforce.com/archive/feature/commentary-

blogs/everything-thought-knew-about-recognition-is-wrong/index.php

Nelson, B., (January 2004). Everything you thought you knew about recognition

is wrong

Reference to the reward policy of Taj palace.
http://www.workforce.com/archive/feature/commentary-blogs/everything-thought-knew-about-recognition-is-wrong/index.phphttp://www.workforce.com/archive/feature/commentary-blogs/everything-thought-knew-about-recognition-is-wrong/index.phphttp://www.workforce.com/archive/feature/commentary-blogs/everything-thought-knew-about-recognition-is-wrong/index.phphttp://www.workforce.com/archive/feature/commentary-blogs/everything-thought-knew-about-recognition-is-wrong/index.php


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ANNEXURE

Different formats have been attached such as the following

Payslips

Personal Interview Rating Sheet

Cash voucher

Manpower Requisition Format

Documents

Om Project Vijay