Project Report Full and Final

8/3/2019 Project Report Full and Final

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EVALUATION OF HYGIENE AND MOTIVATIONAL NEEDS OF EMPLOYEES

AT TAJ MOUNT ROAD, CHENNAI

INDEX

S.

N

o.

TITLE

1. Preface

2. Introduction

3. Industry Profile

4. Company Profile

5. Unit Profile

6. Objectives, Scope and Limitations of the Study

7. Research Methodology

8. Data Analysis and Interpretations

10

.Findings

11

. Suggestions

12

.

Annexure I

Annexure II

13

.Bibliography

Taj Mount Road, Chennai


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EVALUATION OF HYGIENE AND

MOTIVATIONAL NEEDS OF EMPLOYEES

AT

TAJ MOUNT ROAD,

CHENNAI

NAME: RAJALAKSHMI. U.

REGISTRATION : 200760471

NUMBER

SCDL


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PREFACE

Dear Reader,

What you will see in the pages ahead is not just a Fulfillment of an Academic Need

but the details of the Journey we went through at a Hotel called TAJ MOUNT ROAD,

CHENNAI.

The Hotel is in its Opening Project Phase wherein I had an Opportunity to

undertake my Project with specific reference to operational team members on board. The

choice of the topic EVALUATION OF HYGIENE AND MOTIVATIONAL NEEDS OF

EMPLOYEES AT TAJ MOUNT ROAD, CHENNAI was partly due to the advice of my

Guides, but more so of our Dream about understanding Employee Expectations from an

Organization.

Through this Project we have made an Attempt to understand the Material and

Infrastructural Requirements of the Employees at TAJ MOUNT ROAD, CHENNAI vis--

vis the Companys Plans and Provisions


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NO OBJECTION CERTIFICATE

This is to certify that Rajalakshmi U is permitted to use relevant data/information of this

organization for his/her project in fulfillment of the Post Graduate Diploma in Business

Administration Program.

We wish him/her all the success.

Seal of the company Signatureof the competent authority of

the Institute / Organization

Place: Chennai Name: Prakash. A

Date: 12.7. 2011 Signature:


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DECLARATION BY THE LEARNER

This is to declare that I have carried out this project work myself in part fulfillment of the

Post Graduate Diploma in Business Administration Program of SCDL.

The work is original, has not been copied from anywhere else and has not been

submitted to any other University/Institute for an award of any degree/diploma.

Date: Signature:

Place: Name:


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CERTIFICATE OF SUPERVISOR (GUIDE)

Certified that the work incorporated in this Project Report.. (Title) submitted

by.. (Learners name) is his/her original work and completed under my

supervision.

Material obtained from other sources has been duly acknowledged in the Project Report

Date: Signature of Guide:

Place:


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of Employees at Hotel Taj Mount Road, Chennai.

The Fundamental Questions being Researched were:

1 Identifying Hygiene and Motivational Factors from Employees point of view.

2 Identifying the Relative Importance Attributed by the Respondents to various

Hygiene and Motivational Factors.

3 Studying the Linkage between Satisfied Employees and their Performance.

4 Identifying the Pattern of Ranking of various Hygiene and Motivational Factors

from the Employees point of view.

5 Studying the Linkage between the Standard of Guests Service in the Service

Industry and the Motivation Level of the Employees.

6 Examining the Applicability of Professor Frederick Herzbergs Hygiene and

Motivational Theory with reference to an Organization in the Hospitality Industry.

The type of Research used in the Study was Descriptive Research. The Scope of this Study

is Restricted to Hotel Taj Mount Road, Chennai. The sample size is 155 and the Sampling

Procedure used is Convenience Sampling. A questionnaire was used for collecting Primary

Data. After the Responses were obtained they were Analyzed Qualitatively and

Quantitatively.


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INDUSTRY PROFILE

Hospitality towards Guests has been an Age Old Culture across the World. The Inns of the

Olden Days have now evolved into Star Category Hotels. They not only provide

Accommodation and Food to the Traveler, but a whole plethora of Conveniences and

Services.

Though over the years the face of Inn-keeping has changed to Hoteliering, the basic Ethos

has remained the same. To create a Home away from Home and of late to create and Office

away from Office for the Travelers.

The Hoteliering, is now an Industry, which is one of the Pillars of the Hospitality Sector;

the other two being Tourism and Travel Industries. These are the Industries

Complimenting and Supporting each other.

The Customer is referred to as Guest and is considered the Most Important person onthe premises. With the growth and severe competition among Hotels, service rather than

facilities has become the key differentiating factor for the Competing Hotel Units.

The Hotel can be broadly divided to into Accommodation Operations which encompasses

the Front Office and Housekeeping, and Food & Beverage Operations comprising the

Production (Kitchen) and Service Departments. Traditionally these two Operations have

been known to contribute to total revenues in the 60%:40% ratio respectively. These

Operations know as Front of the House are supported by the Heart of the House

comprising of Engineering, Finance, Sales & Marketing, Human Resources, Information

Systems, Learning & Development and Security.

The deliveries of Service being Spontaneous, Hotels are Labour Intensive. This underlines

the Importance of Recruiting, Inducting, Training and Retaining Service Oriented

Employees who give their Best every day with every Guest.


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COMPANY PROFILE

TAJ MISSION

Product, Service and Profit Leadership.

TAJ VISION

Embrace Talent and harness Expertise to leverage standards ofExcellence in the Art of

Hospitality to Grow our International presence, Increase domestic Dominance and

Create Value for all stakeholders.

For more than 100 years, we have Acquainted Guests with the living heritage of India -

and a legendary experience in Hospitality.

It began on December 16, 1903, when Jamshetji Nusserwanji Tata opened Tajs First

Hotel, the Taj Mahal Palace & Tower, Mumbai. This Grand Hotel Epitomized a

philosophy that still holds true today: provide impeccable Service and Unparalleled

Facilities so that every stay is a Memorable One.

A part of the Tata Group of companies, India's premier business house, Taj Hotels Resorts

and Palaces comprises 57 Hotels in 40 Locations across India with an additional 18

International Hotels in the Maldives, Mauritius, Malaysia, Australia, UK, USA, Bhutan,

Sri Lanka, Africa, and the Middle East. Over the years, Taj has won international Acclaim

for its Quality Hotels and its Excellence in Dining, Business Facilities, Interiors, and

World-Class Personalized Service.

In India, Taj is recognized as the Premier Hospitality provider, spanning the length and

breadth of the country, and gracing Important Industrial Towns and Cities, Beautiful

Beaches, Historical and Pilgrim Centres, and Wildlife Destinations.


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An Innovator in Dining, Taj was the first to introduce Sichuan, Thai, Italian, Mexican, and

Californian cuisine into the country. In 1972, it was the First to open a 24-hour Coffee

Shop in India at Taj Mahal Palace & Tower, Mumbai. Today, each Restaurant is Reflective

of that Tradition, Setting Benchmarks for an Outstanding Culinary Experience.

The Taj Group of Hotels is one of the Largest Hotel Chain in South Asia with 76 Hotels in

India and abroad with a turnover of over 1500 Crores. The Taj Hotels operate through Four

Strategic Business Units which are; Luxury International, Luxury India, Leisure and

Business.

TAJ LUXURY HOTELS (International)

1 St. James Court - London (UK)

2 51 Buckingham Gate London (UK)

3 Taj Exotica Resort & Spa, Maldives.

4 Taj Exotica Resort & Spa, Mauritius

5 The Pierre , New York

6 Taj Palace, Dubai7 Campton Plaza, New York

8 Taj Boston

TAJ LUXURY HOTELS (India)

The Taj Luxury Hotels capture the essence of the Taj experience. Located in the main

Political and Commercial cities of India they maintain the Highest Standards of all the

Services they offer. With Exquisitely Appointed Rooms and Modern Facilities of these

Hotels offer the finest Standards of Hospitality and Service.

9 Taj Mahal Palace and Towers - Mumbai

10 Taj Coromandel - Chennai

11 The Taj Mahal Hotel - New Delhi

12 Taj Bengal Kolkatta

13 Taj Palace Hotel New Delhi

14 Taj West End Bangalore


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15 Taj Krishna Hyderabad

16 Taj Lands End Mumbai

17 Rambagh Palace Jaipur

18 Taj Lake Palace Udaipur

19 Wellington Mews- Mumbai

20 Taj Umiad Bhavan Palace Jodhpur

TAJ BUSINESS HOTELS

Located in the Heart of Indias key commercial Cities and Towns, the Hotels provide every

Modern Facility at particularly attractive Rooms with International style. Hotels meet the

growing needs of business travellers to cities, which are rapidly Industrialising and

Expanding.

1 Blue , Sydney

2 The Pamodzi Hotel, Lusaka.

3 Taj Samudra, Colombo

4 Airport Garden Hotel, Colombo

5 Manjarun Hotel (Mangalore)

6 The Ambassador Hotel (New Delhi)

7 Taj Residency Ummed (Ahmedabad)

8 Gateway Hotel on Residency Road (Bangalore)

9 Taj Residency (Aurangabad)

10Taj Residency (Bangalore)

11Taj Residency (Calicut)12Taj Connemara (Chennai)

13Taj Banjara (Hyderabad)

14Taj Residency (Hyderabad)

15Taj Residency (Lucknow)

16Taj President (Mumbai)

17Taj Residency (Nashik)

18Taj Blue Diamond (Pune)

19Taj Residency (Vishakhapatnam)


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20Gateway on Athwa Lines(Surat)

21City Inn (Baramati)

22Taj Mount Road ( Chennai)

23Taj Gateway (Vijaywada opening shortly)

24 ITPL (Bangalore opening shortly)

TAJ LEISURE HOTELS

At the Taj Leisure Hotels, pleasure seekers, the curious and those simply get away from it

all can do just that. These properties include idyllic between genuine palaces, turn-of-the-

century garden retreats, hotels located in pilgrim centres and some of Indias best wildlife

sanctuary offering you experiences entirely unique in themselves.

Taj Palace Hotels

1 Jai Mahal Palace (Jaipur)

Taj Resort Hotels

1 Fishermans Cove (Chennai)

2 Fort Aguada Beach Resort (Goa)

3 The Aguada Hermitage (Goa)

4 Taj Exotica (Goa)

5 Taj Holiday Village (Goa)

Taj Garden Retreats

1 Taj Garden Retreat (Chikmagalur)

2 Taj Garden Retreat (Coonoor)

3 Taj Garden Retreat (Kumarakom)

4 Taj Garden Retreat (Madurai)

5 Taj Garden Retreat (Thekkady)

6 Taj Garden Retreat (Varkala)

7 Taj Cultural-Centre Hotels

8 Taj View Hotel (Agra)

9 Taj Ganges (Benares)

10 Taj Malabar (Cochin)

11 Taj Hari Mahal (Jodhpur)


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12 Hotel Chandela (Khajuraho)

Taj Other Hotels

1 Taj Residency (Ernakulam)

2 Taj Kuteeram (Bangalore)

3 Ramgarh Lodge (Jaipur)

4 Savoy Hotel (Ooty)

5 Taj Exotica, Bentota

6 Taj Coral Reef, Maldives

TAJ GVK HOTELS AND RESORTS LIMITED

Business Profile

Taj GVK Hotels and Resorts (TAJGVKHR) is a Joint Venture of the Taj and GVK groups.

Indian Hotels Company (IHCL), the Tata group firm owning the Taj Group of Hotels,

holds around 25.52% stake in the Taj-GVK combine. TAJGVKHR has been promoted by

Krishna Reddy, and the group owns about 35% stake. at Chennai.

The company currently has operations at Hyderabad, Chandigarh and upcoming properties

at Chennai and other locations in India.

The company has a room base of 575 in Hyderabad, 149 rooms at Chandigarh and an

upcoming 220 room Hotel at Chennai, Taj Mount Road. It is also coming up with a fourth

property at Hyderabad at Begumpet and plans are afoot for properties at Bangalore,

Amritsar and other cities in India. The company is envisaging a rapid consolidation into

the premium, Full Service Hospitality sector along with the IHCLs partnership to bring the

Best of Hoteleering to the market. Indian Hotels Company manages the operations of all

the three Hotels under the Taj brand. Taj Krishna has been positioned as Taj Luxury brand

catering to the top end of the market while the other two, Taj Banjara and Taj Residency

are a part of the business brand. Taj Banjara is close to the business hub and hence quickly

accessible to business users. The Taj Chandigarh and Taj Mount Road, Chennai are both

positioned as new age business hotels for the discerning and ever ready Business Traveller

Needs.


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TAJ SPAS

Taj Spas offer a spectrum of Authentic and Traditional Indian wellness Treatments andExperiences in a Stylish and Soothing Ambience. Drawing from Ancient India Healing

Wisdom and Ayurveda, Taj Spas believe that a spa unfolds a way of life wherein the life

Force is the Bedrock of Wellness.

Taj Spas enrobe Guests in exclusive experiences and environs whilst offering an Array of

Signature Treatments, Yoga and Meditation. The Treatments include a choice of Indian,

Royal and Holistic Experiences, Applications and Ceremonies specially designed to

maintain Physical, Mental and Spiritual Equilibrium.

Inspired by the Ancient Indian Science of the planning of space, Taj spas unfold a

Refreshing Idiom of Spa Design that emanates a Harmonious Balance of Energy and

Elements in their Restful Tropical Overtones, Organic Design and Contemporary Finishes.

The spas are equipped with Single and Double Treatment Suites, Beauty Treatment

Rooms, Meditation and Yoga Pavilions, Relaxation Pools and Fully-Equipped Gyms.

Highly Trained and Dedicated Spa Therapists offer Treatments with Unique Products

made from Pure Indian Herbs, Indian Aromatherapy Oils, Natural Creams and Special

Ingredients.

GINGER HOTELS

Launched in June 2004, the Smart Basics concept created a revolution in the world of

Indian Hospitality. A GenNext category of Hotels, they Signify Simplicity, Convenience,

Informality, Style, Warmth, Modernity and Affordability. The concept was developed in

association with renowned corporate strategy thinker, Dr C. K. Prahalad, and the Hotels

have been Indigenously designed and developed by IHCL.

The first of the Smart Basics Hotel was launched in Bangalore and was called IndiOne.

Having completed the test marketing of the concept and subsequent fine-tuning of the

Hotel Facilities and Services, the Smart Basics concept is now ready to roll out across

India. These Hotels have been Launched with a new name Ginger Hotels in sync with

the Fresh, Simple-Yet-Stylish and Warm World of Smart Basics.


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The Ginger Hotels are built around a unique concept that provides Facilities to meet the

Key Needs of today's Traveller, at surprisingly affordable rates. They have created a new

category in the Domestic Hospitality Landscape, while giving a major fillip to Indian

Tourism and other Ancillary Industries. The Primary Objective behind the launch of these

Hotels is to provide a superior product offering and consistent experience to Travellers,

beyond the present offerings in the Industry.

Currently Ginger Hotels are located at Agartala, Nashik, Durgapore, Mysore,

Thiruvanthapuram, Hardwar, Bhubaneswar and Pune.

TAJ AIR CATERERS (Called TAJ-SATS Singaporean Airport Terminal

Services)

TAJ merged with SATS in 2001. SATS owns 49% Stake while TAJ owns 51% Stake in

the Venture, it has operations in the following Metropolitan Cities of India.

1 Calcutta

2 Mumbai

3 Delhi

4 Chennai In Chennai known as Taj Madras Flight Kitchen

TajSATS is expanding its operations in the following cities in India - Amritsar,

Ahmedabad, Bangalore, Hyderabad & Pune. Amritsar is First on the list and construction

has been Initiated Already.


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UNIT PROFILE

Mission Statement of TMR

1 Be market leaders in F & B

2 Hip, Stylish Service

3 Profitable operation from beginning

Vision Statement of TMR

We at Taj Mount Road will strive to exceed guest expectations and financial targets by

creating unique and buzzing experience

We will achieve this through a smart, agile, competent and process driven team

VALUES

1 PEOPLE DIVERSITY, INTEGRITY & RESPECT

1 PASSION FOR EXCELLENCE

1 EXCEED EXPECTATIONS

1 INNOVATION

1 SENSE OF URGENCY & ACCOUNTABILITY

1 SOCIAL RESPONSIBILITY

1 JOY AT WORK


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Taj Mount Road An Overview

A Stylish, Contemporary, New Age Business Hotel with an international look, young and

trendy Food & Beverage and cutting edge technology.

1 Located centrally in the heart of the city On Mount Road

2 Proximity to Commercial Business District and Financial Institutions

3 30-minute drive from the Airport

4 Located close to shopping malls and entertainment centers

5 Proximity to the Secretariat and Chennai port

The way we work

1 Informal greeting - Hi-5 (Way of wishing colleagues) only in heart of the house

2 Not to use hand whilst eating at Caf (Tiffins) - Open the Cafeteria for Tea /Coffee

24x 7

3 Staff should not wait more than 5 minutes to meet HODs / Superiors

4 Shadow HOD for morning meeting once a week. Common language English to

be spoken

5 Celebrate Failures / Brickbats

6 Empowerment

7 First Name basis work culture. Fine for people addressing anybody by Sir /

Madam.

8 TEAM before ME-Conscious use of We rather thanI

9 Listen to colleagues Whenever, Wherever, Whatever

10 Self Help is the best help - Do your own work like making your own tea / coffee /

photocopy etc.

11 On the spot recognition

12 Net Savy

13 Everyone is a salesman - All front line staff to be geared up accordingly


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Lobby Salient Features

1 Mood Lighting

2 Elegant Lobby Lounge

3 High End Retail Outlets

4 Marble and Wooden Pillars with Column Lighting

5 Chandeliers from Presocia

A Fact File

Accommodation

220 Rooms

Club Lounge

DVD Players

I-Pod Jack

Fabric Sandwiched Glass Partition for Bathroom

3500 Sq Ft Presidential Suite

Room Category

CONFIGURATIONArea

(In Sqft)

No. of

Rooms

Room CategorySUPERIOR 273 42

DELUXE 345 110

RESIDENCY CLUB 345 52

EXECUTIVE SUITE 497 9

DELUXE SUITE 662 6

PRESIDENTIAL SUITE 3350 1

Total 220

Food & Beverage

24/7 European Bistro with an Oriental twist, temperature controlled sky


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light exposure, encompassing a 350 year old Laburnum (Rain Tree)

Unique water features enhancing the panoramic view of the bar and

restaurants

Roof top Med Restaurant with influence from Greece, Turkey, Lebanon,

Spanish & Morocco.

Poolside Bar with an overview of the Bay of Bengal

Beyond Indus Cuisine from Punjab, Pakistan & Hyderabad

Tapas Bar Floating bar with expert barman & entertainment

Banquets

3000 sq ft hall

Fabric blended panels

Built-in state of the art A/V

Other Facilities

Business Centre Facilities

State of the Art Business Centre

Interview Room

2 Self sufficient Meeting / Board room for 20 pax

Wireless Internet Services

Office Space

Internet Centre

Roof top Swimming Pool

1 Taj Spa & Health Club

2 Unisex Beauty Salon

3 In-house Laundry

What is new in Housekeeping?


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Introducing Buddy basket system

1 Two people to clean one room

2 Single point entry system

3 Will take charge of Minibars

4 Enhances team work spirit

5 Turn around time for cleaning is lessened

6 Healthy work environment

No Control Desk in the department

1 24/7 is one point contact for us

2 Everybody connected through CUGs

3 PDAs for Supervisors to take minibar check outs

How will PDA benefit us

1 Reduces paperwork

2 Automatic storage of data

3 Instant Guest Preferences Recorded and viewed

Mediterranean Restaurant

Overview of the Roof Top Restaurant

To provide unique international cuisine to the domestic and international business

travelers.

1 A very rustic and traditional Greek country home in the heart of Chennai city.

2 Guests can view the neon lit cities high raise, coolly tucked away from the heat and

the bustling traffic.

3 Guest can choose to seat in the cool environment of the restaurant which can


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accommodate up to 50 covers or dine under the star lit sky in open while watching

the ships dock into the Chennai harbor.

4 A well equipped bar to provide the guest with a choice of their favorite drink.

Recommended Cuisines

Greek, Spanish, Moroccan, Turkish and Lebanese

Beyond Indus Restaurant - Overview

1 To provide cuisines from the Indian sub continent to the domestic and internationalbusiness travelers.

2 A trendy, vibrant, up market fine dining restaurant.

3 A MEAL BY ITSELFconcept to be introduce so that guests are not hassled with

the service sequence.

4 INDIYAKI An interactive tawa cooking counter.

5 Open for lunch and dinner.

Recommended - Cuisines

Pakistani, Punjabi, & Hydrabadi

All Day Dining - Overview

1 To provide a unique combination of European Bistro food with an Asian flavors.

2 An up market modern, young, trendy restaurant.

3 Sky lit roof to capture the natural ambience of the day.

4 Inter active kitchen to enable guest and staff interaction.

5 Wokery and rotisserie live counter.

6 Ice cream Teppanyaki counter.

7 Two level seating in the restaurant.

8 Separate cold counter for salads, cold meats, desserts.


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Spanish Bar - Overview

1 Spanish word TAPA actually means LID.

2 TASCAS is the place where drink is served covered with a piece of bread or

cured meat.

3 The idea at LA TASCAS is that you can choose from many different types of

food and eat as little or as much as you like at any time of the day.

4 Offers a flexible and a social way of dining and are great for sharing, whether for a

couple or a large gathering.

5 A careful blend of everything good about Spain warm dcor, authentic cuisineand friendly hospitality.

Address:

Taj Mount Road, Chennai

No.2 Club House Road,

Chennai 600 002. India

Tel: 91 44 6462 7156

Fax: 91 44 2846 1908e-mail: [email protected]

Website: www.tajhotels.com


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OBJECTIVES OF THE STUDY

1 To Identify Hygiene and Motivational Factors from Employees point of view.

2 To Identify the Relative Importance Attributed by the Respondents to various

Hygiene and Motivational Factors.

3 To Study the Linkage between Satisfied Employees and their Performance.

4 To Identify the Pattern of Ranking of various Hygiene and Motivational Factors

from the Employees point of view.

5 To Study the Linkage between the Standard of Guests Service in the Service

Industry and the Motivation Level of the Employees.

6 To Examine the Applicability of Professor Frederick Herzbergs Hygiene and

Motivational Theory with reference to an Organization in the Hospitality Industry.

SCOPE OF THE STUDY

1 This covers 155 Regular Employees of Hotel TAJ MOUNT ROAD, CHENNAI,

which is in its Pre-Opening Stage.

LIMITATIONS OF THE STUDY

1 Some of the Respondents were not in a position to give complete data, so the

Researcher had to proceed with the Available Data.

2 Subjective Bias on the part of the Respondents can never be fully ruled out in a

Study of this kind.

3 The Findings of this Study are Applicable to Employees in the Hospitality Industry,

the Findings are Not Applicable to Other Sectors.


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RESEARCH METHODOLOGY

RESEARCH DESIGN

The Adoption of a proper Methodology is an Essential and Important step in conducting

survey (or) any Research. In this Study the Researcher has Adopted Descriptive Research

Method. Descriptive Research Studies are those studies which are concerned with

describing the state of affairs as it exists at present.

RESEARCH TOOL

A Questionnaire was used as the Research Tool for this Study. The Questionnaire was

chosen as it provides a more Comprehensive view than any other Research Tool.

SAMPLING TECHNIQUE

The Sampling Technique used by the Researcher is Convenience Sampling Method which

is a type of Non-Probabilistic Method of Sampling whereby elements are selected on the

basis of Convenience.

SAMPLE SIZE

The Researcher has collected Information from 155 Respondents with the help of a

Questionnaire and through Informal Discussion. The Respondents were from the

Departments of General Administration, Human Resources, Learning & Development,

Sales, Systems, Finance, Purchase, Front Office, Kitchen, Food & Beverage Service,

Housekeeping, Laundry, Engineering and Security. The respondents were of different

Designations like Managers, Asst. Managers, Executives, Associates, THT, Chefs,

Commis, Attendants, Hostess, HOMT, Operators, Engineers and Security Guards.


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PILOT STUDY

The Pilot Study was conducted to find out the Effectiveness of the Questionnaire and to

check if any corrections are to be made.

The Prototype of the Questionnaire was Administered on a Sample of 20 Respondents to

understand certain Factors such as:

1 Whether the Respondents Understand the Entire Questions?

2 Whether Certain Words in the Question Need Explanation?

3 Are there Unwanted Questions?

After the Approval from the Manager Human Resources and my Faculty Guide further

process of Collecting Primary Data was Executed.


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DATA ANALYSIS AND INTERPRETATION:

TABLE 1

Age of the Respondents

Age in Years Frequency Percentage

40 Years 7 4.5

Total 155 100.0

CHART 1

10.3%4.5%10.3%

9%

20.6% 45.2%

40 Years

Inference:

From the above Chart and Table it is Inferred that 45.2% of the Respondents are 21 25

Years of Age, 20.62% are 26 30 Years of Age, 10.3% each are 40 Years of Age.


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TABLE 2

Gender of the Respondents

Gender Frequency Percentage

Female 15 9.7

Male 140 90.3

Total 155 100.0

CHART 2

9.7%

90.3%

Female

Male

Inference:

From the above Chart and Table it is Inferred that 9.7% of the Respondents are Female and90.3% of the Respondents are Male.


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TABLE 3

Lockers / Bunkers

Ratings Frequency Percentage

Most

Important18 11.6

Important 30 19.4

Neutral 46 29.7

Less

Important28 18.1

Least

Important33 21.3

Total 155 100.0

CHART 3

21.3%

18.1%

29.7%

19.4%

11.6%

0

5

10

15

20

25

30

35

Most

Important

Important Neutral Less

Important

Least

Important

Percentage

Inference:

From the above Chart and Table it is Inferred that 29.7% of the Respondents Rated

Lockers / Bunkers as Neutral, 21.3% Rated it as Least Important, 19.4% Rated it as

Important, 18.1% Rated it as Less Important and 11.6% Rated it as Most Important.


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TABLE 5

Uniform


Most

Important

41 26.5

Important 45 29.0

Neutral 39 25.2

Less

Important

21 13.5

Least

Important

9 5.8

Total 155 100.0

CHART 5

5.8%

13.5%

25.2%

29%26.5%

0

5

10

15

20

25

30

35

Most

Important


Important

Least

Important

Percentage

Inference:

From the above Chart and Table it is Inferred that 29% of the Respondents Rated Uniform

as Important, 26.5% Rated it as Most Important, 25.2% Rated it as Neutral, 13.5% Rated it

as Less Important and 5.8% Rated it as Least Important.


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TABLE 6

Company Accommodation


Most

Important42 27.1

Important 18 11.6

Neutral 17 11.0

Less

Important52 33.5

Least

Important26 16.8

Total 155 100.0

CHART 6

16.8%

33.5%

11%11.6%

27.1%

0

5

10

15

20

25

30

35

40

Most

Important


Important

Least

Important

Percentage

Inference:


Company Accommodation as Less Important, 27.1% Rated it as Most Important, 16.8%

Rated it as Least Important, 11.6% Rated it as Important and 11% Rated it as Neutral.


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TABLE 7

Transport Facility


Most

Important15 9.7

Important 17 11.0

Neutral 11 7.1

Less

Important36 23.2

Least

Important76 49.0

Total 155 100.0

CHART 7

49%

23.2%

7.1%11%9.7%

0

10

20

30

40

50

60

Most

Important


Important

Least

Important

Percentage

Inference:

From the above Chart and Table it is Inferred that 49% of the Respondents Rated

Transport Facility as Least Important, 23.2% Rated it as Less Important, 11% Rated it as

Important, 9.7% Rated it as Most Important and 7.1% Rated it as Neutral.


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TABLE 8

Suitable Equipments


Most

Important38 24.5

Important 33 21.3

Neutral 43 27.7

Less

Important16 10.3

Least

Important25 16.1

Total 155 100.0

CHART 8

24.5%

21.3%

27.7%

10.3%

16.1%

0

5

10

15

20

25

30

Percentage

Most

Important


Important

Least

Important

Inference:


Suitable Equipments as Neutral, 24.5% Rated it as Most Important, 21.3% Rated it as

Important, 16.1% Rated it as Least Important and 10.3% Rated it as Less Important.


36/89

TABLE 9

Quality Materials


Most

Important24 15.5

Important 42 27.1

Neutral 40 25.8

Less

Important38 24.5

Least

Important 11 7.1

Total 155 100.0

CHART 9

15.5%

27.1%25.8%

24.5%

7.1%

0

5

10

15

20

25

30

Percentage

Most

Important


Important

Least

Important

Inference:

From the above Chart and Table it is Inferred that 27.1% of the Respondents Rated Quality

Materials as Important, 25.8% Rated it as Neutral, 24.5% Rated it as Less Important,

15.5% Rated it as Most Important and 7.1% Rated it as Least Important.


37/89

TABLE 10

Latest Technology


Most

Important36 23.2

Important 42 27.1

Neutral 31 20.0

Less

Important29 18.7

Least

Important 17 11.0

Total 155 100.0

CHART 10

23.2%

27.1%

20%18.7%

11%

0

5

10

15

20

25

30

Percentage

Most

Important


Important

Least

Important

Inference:

From the above Chart and Table it is Inferred that 27.1% of the Respondents Rated Latest

Technology as Important, 23.2% Rated it as Most Important, 20% Rated it as Neutral,

18.7% Rated it as Less Important and 11% Rated it as Least Important.


38/89

TABLE 11

Free Laundry Service


Most

Important8 5.2

Important 17 11.0

Neutral 18 11.6

Less

Important29 18.7

Least

Important83 53.5

Total 155 100.0

CHART 11

5.2%

11% 11.6%

18.7%

53.5%

0

10

20

30

40

50

60

Percentage

Most

Important


Important

Least

Important

Inference:

From the above Chart and Table it is Inferred that 53.5% of the Respondents Rated Free

Laundry Service as Least Important, 18.7% Rated it as Less Important, 11.6% Rated it as

Neutral, 11% Rated it as Important and 5.2% Rated it as Most Important.


39/89

TABLE 12

Clean & Safe Environment


Most

Important49 31.6

Important 21 13.5

Neutral 23 14.8

Less

Important43 27.7

Least

Important 19 12.3

Total 155 100.0

CHART 12

31.6%

13.5% 14.8%

27.7%

12.3%

0

5

10

15

20

25

30

35

Percentage

Most

Important


Important

Least

Important

Inference:

From the above Chart and Table it is Inferred that 31.6% of the Respondents Rated Clean

& Safe Environment as Most Important, 27.7% Rated it as Less Important, 14.8% Rated it

as Neutral, 13.5% Rated it as Important and 12.3% Rated it as Least Important.


40/89

TABLE 13

Training


Most

Important44 28.4

Important 30 19.4

Neutral 25 16.1

Less

Important44 28.4

Least

Important12 7.7

Total 155 100.0

CHART 13

28.4%

19.4%

16.1%

28.4%

7.7%

0

5

10

15

20

25

30

Percentage

Most

Important


Important

Least

Important

Inference:

From the above Chart and Table it is Inferred that 28.4% each of the Respondents Rated

Training as Most Important and Less Important, 19.4% Rated it as Important, 16.1% Rated

it as Neutral and 7.7% Rated it as Least Important.


41/89

TABLE 14

Career Development


Most

Important52 33.5

Important 36 23.2

Neutral 37 23.9

Less

Important16 10.3

Least

Important14 9.0

Total 155 100.0

CHART 14

33.5%

23.2%23.9%

10.3%9%

0

5

10

15

20

25

30

35

Percentage

Most

Important


Important

Least

Important

Inference:

From the above Chart and Table it is Inferred that 33.5% of the Respondents Rated Career

Development as Most Important, 23.9% Rated it as Neutral, 23.2% Rated it as Important,

10.3% Rated it as Less Important and 9% Rated it as Least Important.


42/89

TABLE 15

Empowerment


Most

Important24 15.5

Important 40 25.8

Neutral 35 22.6

Less

Important28 18.1

Least

Important28 18.1

Total 155 100.0

CHART 15

15.5%

25.8%

22.6%

18.1% 18.1%

0

5

10

15

20

25

30

Percentage

Most

Important


Important

Least

Important

Inference:


Empowerment as Important, 22.6% Rated it as Neutral, 18.1% each Rated it as Less

Important and Least Important, 15.5% Rated it as Most Important.


43/89

TABLE 16

Recognition


Most

Important29 18.7

Important 34 21.9

Neutral 35 22.6

Less

Important32 20.6

Least

Important 25 16.1

Total 155 100.0

CHART 16

18.7%

21.9% 22.6%

20.6%

16.1%

0

5

10

15

20

25

Percentage

Most

Important


Important

Least

Important

Inference:


Recognition as Neutral, 21.9% Rated it as Important, 20.6% Rated it as Less Important,

18.7% Rated it as Most Important and 16.1% Rated it as Least Important.


44/89

TABLE 17

Suggestion Scheme


Most

Important6 3.9

Important 15 9.7

Neutral 23 14.8

Less

Important35 22.6

Least

Important76 49.0

Total 155 100.0

CHART 17

3.9%

9.7%

14.8%

22.6%

49%

0

5

10

15

20

25

30

35

40

4550

Percentage

Most

Important


Important

Least

Important

Inference:

From the above Chart and Table it is Inferred that 49% of the Respondents Rated

Suggestion Scheme as Least Important, 22.6% Rated it as Less Important, 14.8% Rated it

as Neutral, 9.7% Rated it as Important and 3.9% Rated it as Most Important.


45/89

TABLE 18

Movies


Most

Important11 7.1

Important 23 14.8

Neutral 23 14.8

Less

Important46 29.7

Least

Important52 33.5

Total 155 100.0

CHART 18

7.1%

14.8% 14.8%

29.7%

33.5%

0

5

10

15

20

25

30

35

Percentage

Most

Important


Important

Least

Important

Inference:

From the above Chart and Table it is Inferred that 33.5% of the Respondents Rated Movies

as Least Important, 29.7% Rated it as less Important, 14.8% each Rated it as Neutral and

Important and 7.1% Rated it as Most Important


46/89

TABLE 19

Food Festivals


Most

Important21 13.5

Important 48 31.0

Neutral 36 23.2

Less

Important29 18.7

Least

Important21 13.5

Total 155 100.0

CHART 19

13.5%

31%

23.2%

18.7%

13.5%

0

5

10

15

20

25

30

35

Percentage

Most

Important


Important

Least

Important

Inference:

From the above Chart and Table it is Inferred that 31% of the Respondents Rated Food

Festivals as Important, 23.2% Rated it as Neutral, 18.7% Rated it as Less Important, 13.5%

each Rated it as Most Important and Least Important.


47/89

TABLE 20

Games


Most

Important30 19.4

Important 43 27.7

Neutral 42 27.1

Less

Important31 20.0

Least

Important9 5.8

Total 155 100.0

CHART 20

19.4%

27.7%27.1%

20%

5.8%

0

5

10

15

20

25

30

Percentage

Most

Important


Important

Least

Important

Inference:

From the above Chart and Table it is Inferred that 27.7% of the Respondents Rated Games

as Important, 27.1% Rated it as Neutral, 20% Rated it as Less Important, 19.4% Rated it as

Most Important and 5.8% Rated it as Least Important.


48/89


49/89

TABLE 22

Picnics / Family Get To-Gether


Most

Important55 35.5

Important 26 16.8

Neutral 25 16.1

Less

Important23 14.8

Least

Important26 16.8

Total 155 100.0

CHART 22

35.5%

16.8% 16.1%14.8%

16.8%

0

5

10

15

20

25

30

35

40

Percentage

Most

Important


Important

Least

Important

Inference:

From the above Chart and Table it is Inferred that 33.5% of the Respondents Rated Picnics

/ Family Get To-Gether as Most Important, 16.8% each Rated it as Important and Least

Important, 16.1% Rated it as Neutral and 14.8% Rated it as Less Important.


50/89

TABLE 23

Motivate Towards Putting Best Efforts

Factors Frequency Percentage

In-House

Convenient Store

/ Shop

53 34.2

Concierge

Service23 14.8

Holiday

Accommodation

at Taj Properties

79 51.0

Total 155 100.0

CHART 23

34.2%

14.8%

51%

0

10

20

30

40

50

60

Percentage

In-House

Convenient Store

/ Shop

Concierge

Service

Holiday

Accommodation

at Taj Properties

Inference:

From the above Chart and Table it is Inferred that 51% of the Respondents Opted for

Holiday Accommodation at Taj Properties as a Motivating Factor towards Putting their

Best Efforts, 34.2% Opted for In-House Convenient Store / Shop and only 14.8% Opted

for Concierge Service.


51/89

TABLE 24

Salary and Allowances as per Industry Norms

Rank Frequency Percentage

1 65 41.9

2 44 28.4

3 14 9.0

4 12 7.7

5 20 12.9

Total 155 100.0

CHART 24

12.9%

7.7%

9%

28.4%

41.9%

Rank 1 Rank 2 Rank 3 Rank 4 Rank 5

Inference:

From the above Chart and Table it is Inferred that 41.9% of the Respondents Ranked

Salary and Allowances as per Industry Norms as 1, 28.4% Ranked it as 2, 12.9% Ranked it

as 5, 9% Ranked it as 3 and 7.7% Ranked it as 4.


52/89

TABLE 25

Some Level of Job Security


1 26 16.8

2 44 28.4

3 26 16.8

4 21 13.5

5 38 24.5

Total 155 100.0

CHART 25

24.5%

13.5%

16.8%

28.4%

16.8%


Inference:

From the above Chart and Table it is Inferred that 28.4% of the Respondents Ranked Some

Level of Job Security as 2, 24.5% Ranked it as 5, 16.8% each Ranked it as 1 and 3, and

13.5% Ranked it as 4.


53/89

TABLE 26

Correct Guidance from Superiors


1 18 11.6

2 19 12.3

3 42 27.1

4 52 33.5

5 24 15.5

Total 155 100.0

CHART 26

11.6%15.5%

33.5%

27.1%

12.3%


Inference:


Correct Guidance from Superiors as 4, 27.1% Ranked it as 3, 15.5% Ranked it as 5, 12.3%

Ranked it as 2 and 11.6% Ranked it as 1.


54/89

TABLE 27

Helpful and Cooperative Subordinates


1 14 9.0

2 22 14.2

3 42 27.1

4 43 27.7

5 34 21.9

Total 155 100.0

CHART 27

9%21.9%

27.7% 27.1%

14.2%


Inference:


Helpful and Cooperative Subordinates as 4, 27.1% Ranked it as 3, 21.9% Ranked it as 5,

14.2% Ranked it as 2 and 9% Ranked it as 1.


55/89

TABLE 28

Recognition of Outstanding Work


1 32 20.6

2 27 17.4

3 30 19.4

4 27 17.4

5 39 25.2

Total 155 100.0

CHART 28

25.2%

17.4%

19.4%

17.4%

20.6%


Inference:


Recognition of Outstanding Work as 5, 20.6% Ranked it as 1, 19.4% Ranked it as 3, 17.4%

each Ranked it as 2 and 4.


56/89

TABLE 29

Satisfied Employees Work Hard

Satisfied Employees Work Hard Frequency Percentage

Yes 144 92.9

No 11 7.1

Total 155 100.0

CHART 29

92.9%

7.1%

0

10

20

30

40

5060

70

80

90

100

Percenta

ge

Yes No

Inference:

From the above Chart and Table it is Inferred that 92.9% of the Respondents Agreed that

Satisfied Employees Work Hard and 7.1% of the Respondents Did Not Agree to this

Statement.


57/89

TABLE 30

Better Financial Prospects

Better Financial Prospects Frequency Percentage

Yes 131 84.5

No 24 15.5

Total 155 100.0

CHART 30

84.5%

15.5%

0

10

20

30

40

50

60

70

80

90

Percen

tage

Yes No

Inference:


Employees Resigned their Jobs for Better Financial Prospects and 15.5% Did Not Agree to

this.


58/89

TABLE 31

Career Advancement

Career Advancement Frequency Percentage

Yes 111 71.6

No 44 28.4

Total 155 100.0

CHART 31

71.6%

28.4%

0

10

20

30

40

50

60

70

80

Percenta

ge

Yes No

Inference:


Employees Resigned their Jobs for Career Advancement and 28.4% Did Not Agree to this.


59/89

TABLE 32

Overseas Employment Opportunities

Overseas Employment Opportunities Frequency Percentage

Yes 62 40.0

No 93 60.0

Total 155 100.0

CHART 32

40%

60%

0

10

20

30

40

50

60

Percenta

ge

Yes No

Inference:

From the above Chart and Table it is Inferred that 60% of the Respondents Did Not Agree

that Employees Resigned their Jobs for Overseas Employment Opportunities and 40%

Agreed to this.


60/89

TABLE 33

Relocation Due to Personal Commitments

Relocation Due to Personal Commitments Frequency Percentage

Yes 25 16.1

No 130 83.9

Total 155 100.0

CHART 33

16.1%

83.9%

0

10

20

30

40

50

60

70

80

90

Percen

tage

Yes No

Inference:

From the above Chart and Table it is Inferred that 83.9% of the Respondents Did Not

Agree that Employees Resigned their Jobs for Relocation Due to Personal Commitments

and 16.1% Agreed to this.


61/89

TABLE 34

To Start Own Business

To Start Own Business Frequency Percentage

Yes 39 25.2

No 116 74.8

Total 155 100.0

CHART 34

25.2%

74.8%

0

10

20

30

40

50

60

70

80

Percenta

ge

Yes No

Inference:

From the above Chart and Table it is Inferred that 74.8% of the Respondents Did Not

Agree that Employees Resigned their Jobs for Starting their Own Business and 25.2%

Agreed to this.


62/89

TABLE 35

Standards of Customer Service in the Service Industry is largely determined

by the Motivation level of Employees


Strongly

Agree118 76.1

Agree 29 18.7

Neither

Agree Nor

Disagree

6 3.9

Disagree 1 0.6Strongly

Disagree1 0.6

Total 155 100.0

CHART 35

76.1%

18.7%

3.9% 0.6% 0.6%

0

10

20

30

40

50

60

70

80

Percentage

Strongly

Agree

Agree Neither

Agree

NorDisagree

Disagree Strongly

Disagree

Inference:

From the above table and chart it is inferred that 76.1% of the Respondents Strongly Agree

and 18.7% of the Respondents Agree that Standards of Customer Service in the Service

Industry is largely determined by the Motivation level of Employees. 3.9% of the

Respondents were Neutral (Undecided). 0.6% each of the Respondents Disagree and

Strongly Disagree with the Statement.


63/89

According to the Respondents, the Factors that Influence the Employees to Resign

their Job.

Table: Factors that Influence the Employees to Resign their Job.

Factors that Influence the Employees to Resign their Job Yes No

Better Financial Prospects 131 24

Career Advancement 111 44

Overseas Employment Opportunities 62 93

Relocation Due to Personal Commitments 25 130

To Start Own Business 39 116

Reasons for Emp loyees R esigning their

35%

30%

17%

7%11%

Better Financial

Prospects

Career Advancement

Overseas Employme

Opportunities

Relocation Due to

Personal Commitmen

To Start Own Busines

From the Chart a clear understanding of the set of Factors that Influence the

Employees to Resign their Job is Obtained.

From the above Chart we Infer that Better Financial Prospects (Higher Salary) is the First

Important Factor that Influences Most of the Employees to Resign their Job. Career Advancement

is the Second, Overseas Employment Opportunities is the Third, To Start Own Business is Fourth

and Relocation Due to Personal Commitments is Fifth.


64/89

FINDINGS

1 Better Financial Prospects is Ranked as the First cause of Employees Resigning

from their Jobs. Career Advancement Prospects were Ranked Second followed by

Overseas Employment Opportunities which were Ranked Third. This was followed

by A Desire to Start their Own Business (Ranked Fourth) and Relocation Due to

Personal Commitments was Ranked Last.

2 Salary and Allowances as per Industry Norms were ranked as the First Motivating

Factor by the Respondents. This was followed by Job Security to Some Degree.

Recognition of Work was Ranked Third followed by correct Guidance from

Superiors and the Presence of Helpful and Cooperative Subordinates.

3 92.9% of the Respondents stated that Satisfied Employees Work Hard. 7.1% of the

Respondents did not Agree with this Statement.

4 Picnics / Family Get To-Gether for the Staff and their Families was Ranked as the

Crucial Factor contributing towards a Congenial Working Environment. This was

followed by Inter-departmental Games, Food Festivals, Yoga Sessions and Movies.

5 Opportunities for Career Development have been Quoted as the Most Important

Factor which Motivates the Employees to put in their Best Efforts. This was

followed by Training Programmes for Employees. Recognition of Excellent Work,

Empowerment (with reference to Decision Making) and Suggestion Scheme were

Ranked Third, Fourth and Fifth Respectively.

6 The Availability of Latest Technology has been Ranked First among the Factors

which Motivate the Employees towards Optimum Performance. This was followed

by Suitable Equipments for Daily Work. A clean & Safe Working Environment,

Quality Materials and Free Laundry Service were Ranked Third, Fourth and Fifth

Respectively by the Respondents.

7 Uniform has been Rated as the Most Important Factor of Satisfaction of their BasicNeeds. This was followed by Cafeteria, Company Accommodation, Lockers /

Bunkers and Transport Facility.


65/89

8 51% of the Respondents stated that providing them Holidays at Taj Properties had a

strong Motivational effect. 34.2% stated that an In-House Convenient Store / Shop

and 14.8% stated that Concierge Services had a Motivational effect on them.

9 76.1% of the Respondents Strongly Agree that the Standard of Customer service in

the Service Industry is Largely Determined by the Motivation Level of Employees.

18.7% of the Respondents Agree with the Statement. 3.9% of the Respondents are

Undecided. 0.6% each of the Respondents Disagree and Strongly Disagree with the

Statement.

10 Respondents in the Younger Age group (21 25 Years) did not give much

Importance to Career Development. However the Respondents who were >40

Years of Age Evinced More Interest in Career Development. This may be

Attributed to the fact that Younger Employees will find Jobs in other

Organizations. The Older Employees may find it difficult to get similar Jobs in

other Organizations.

11 Respondents in the Age group of 40 Years give a lot of Importance to

Recognition of Outstanding Work as a Motivating Factor. Respondents in the lower

Age group (


66/89

15 Female Respondents gave a lot of Importance to Pickup and Drop Facility provided

by the Employer. The Male Respondents did not give Much Importance to the same

aspect.

16 Male Respondents have stated that Picnics / Family Get To-Gether help to create

Congenial Working Environment. The Female Respondents have given Less

Importance to these activities as a means of providing a Congenial Working

Environment.

The Researcher observed from the Analysis of Primary Data that the Boundaries

between Hygiene and Motivational Factors are Very Thin. The same Factor is

Perceived as a Hygiene Factor by some Respondents and as a Motivational Factor

by other Respondents.

It is worthwhile stating that the Primary Data Analyzed has revealed that Higher

Salary and Allowances are a Motivating Factor for many of the

Respondents(41.9%). Professor Frederick Herzberg has stated in his theory thatSalary and Allowances were a Hygiene Factor. This difference may be due to

Economic and Cultural Differences in U.S.A and INDIA.

The Perception of the Employees about Hygiene and Motivational Factors is a

Constantly Changing one, a Factor seen as a Hygiene one today may be a

Motivational after some time and Vice Versa.


67/89

SUGGESTIONS

The Management may consider enhancing the Salary and Allowances paid to the

Employees. This will be within the frame work of Certain Legal Requirements. The

Variable Component of the Salary Package can be Reworked. The Human Resources

Department can develop specific Career Progress Plans for the Employees so that are

Motivated by the chances to advance in their Career. The Human Resources Department

may consider Postings for the Staff at their Foreign Properties for a particular period of

time. This may have a motivating effect on the Employees and prevent them from

resigning from the Company. The Human Resources Department may consider Products

and Services from the Enterprises Started by the Ex-employees.

1 The Factor Ranked Second by the Respondents was Job Security, the Organization

will have to assure them about the policy pertaining to this and clearly explain it in

the Offer Letter. The Factor Ranked Third was Recognition of Outstanding Work,

the Human Resources Department could award suitable Monetary or Non-monetary

Rewards to Employees who have Outstanding Work. The contributions of these

Employees may be published in the House Magazine / Notice Boards along withtheir photos. This will serve to Motivate other Employees as well. The Factors

Ranked Fourth and Fifth are Correct Guidance from Superiors and the Presence of

Helpful and Cooperative Subordinates. The Management could provide such

environment through Suitable Counseling for their Employees.

2 Majority of the Respondents (92.9%) Agreed that Satisfied Employees Work

Harder. The Human Resources Department may consider conducting Job

Satisfaction Surveys among the Employees at Periodic Intervals.

3 As the Respondents choose Picnics / Family Get To-Gether as a Factor which will

help create a Congenial Working Atmosphere. The Management may call for

Suggestions from the Employees about the venue for Picnics / Family Get To-

Gether.

4 Most of the Respondents (50.3%) stated that the Availability of Latest Technology

(Equipments, Tools, and Supplies) helps them to put in their Optimum Performance


68/89

and Provide Quality Service to the Guests. The Management may make efforts to

Procure and Supply the Latest Technology and Advanced Equipments in the Areas

(Kitchen, food & Beverage Service, Front Office and Housekeeping). This would

lead to a High Level of Guest Satisfaction and Repeat Customers.

5 Most of the Respondents have stated that provision for Uniform and other items by

the Management will provide a Moderate Level of Satisfaction of their Basic Needs.

The Human Resources Department may decide on a suitable policy with reference

to Provision and Laundering of Employee Uniforms. The Cafeteria Facility

available to the Employees was Ranked Second by the Respondents, as the Facilitywhich would Satisfy their Basic Needs. The Present Arrangement may be Continued

with.

6 Many of the Respondents (51%) have stated that providing Holiday

Accommodation at Taj Properties to them will have Motivational effect. The

Management may continue its current Policy of Holiday Accommodation to its

Employees at different Properties at Concessional Rates. The Human Resources

Department may consider providing Complementary Food to Employees of their

Holidays Staying at various Taj Properties.

7 The Respondents have stated that Empowerment is a Motivating Factor. The

Management has to Suitably Empower the Employees to take Decisions in their

day-to-day functioning.

8 The Female Respondents have stated that Transport Facility provided by the

Employer Satisfies their Basic Needs to some extent. Since the Hotel is not yet

Functioning. Once the Hotel Starts Functioning the Management may provide

Facilities for Droping the Lady Employees at the End of their Afternoon Shift.

The package JOY @ WORK Developed and Implemented by the Corporate Human

Resources Department is an Employee Friendly and Proactive measure for

Satisfying some of the Hygiene and Motivational Needs of the Employees (Refer to

Annexure II for details).


69/89

The Researcher has Observed that quite a number of Employees have joined the

Organization and Resigned to Join elsewhere within a span of six months. The

Challenge for the Human Resources Department is Retention of Employees and

not Recruitment. As more High-end Hotels will be launched in Chennai, the

Crucial need is to Retain Qualified, Competent and Experienced Employees which

will make a difference in Customer Service and strengthen customer loyalty.

The Human Resources Department has to recognize the fact that the Borders

between the Hygiene and Motivational Factors are Constantly Shifting (Findings

Page No.103 - 105).

Suitable Employee Friendly Human Resources Policies will help to Satisfy the

Hygiene and Motivational Needs of employees to a Great Extent. This will help to

retain qualified and experienced employees.


70/89

ANNEXURE I

QUESTIONNAIRE

_____________________________________________________________

Name:

Age:

Gender:

Educational Qualification:

Designation:

Department:

Date of Joining Taj Mount Road, Chennai:

Working Experience in the Industry In Years / Months:

Working Experience with the Taj Group of Hotels: In Years / Months:

_____________________________________________________________

Note: There are no right or wrong options. Please feel free to state your opinion


71/89

For the questions given below Rate the appropriate one from the options

1 Most Important 2 Important 3 Neutral

4 Less Important 5 Least Important

1. In your opinion which of the following will provide Some Level of Satisfaction of

your Basic Needs? (Please Rate)

Lockers / Cafeteria Uniform Company Transport

Bunkers Accommodation Facility

2. Which of the following will help you to put in your Optimum Performance in the

Work Place? (Please Rate)

Suitable Quality Latest Free Laundry Clean & Safe

Equipments Materials Technology Service Environment

3. In your opinion which of the following will motivate you to put in your Best

Efforts? (Please Rate)

Training Career Empowerment Recognition Suggestion

Development Scheme

4. In your opinion which of the following will help to create a Congenial Working

Environment? (Please Rate)

Movies Food Games Yoga Picnics / Family

Festivals Sessions Get To-Gether

5. Which of the following will motivate you towards putting in your Best Efforts?

(Please Tick One)

In-House Convenient Concierge Service Holiday Accommodation

Store / Shop at Taj Properties


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9. What is the One Aspect, that Motivates you the Most to give your Best at the Place

of Work?

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

_____________

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

_____________

10. Do you Agree that the Standards of Guest Service in the Service Industry is Largely

Determined by the Motivation Level of Employees?

Strongly Agree Agree Neither Agree Nor Disagree

Disagree Strongly Disagree

- Thanking You For Sparing Your Valuable Time !


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JOY

@WORK


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BRING IT TO LIFE

Joy is defined as a feeling of happiness coming from success, good fortune and a sense of

well-being Webster Dictionary Definition.

Given a choice, people would rather work at a wonderful place than a mediocre or

miserable one. So why not create a wonderful place to work in?

Why risk losing good people, when you can create an environment that encourages them to

stay?

Indeed, why not make your workplace culture itself, a selling point to attract and retain key

talent?

Joy@Work comes both from appreciation of human sprit and organizational support for

developing capabilities. The Joy@Work initiative is directly to realizing the learning and

growth objective of the divisions Balance Score Card an Energized, Passionate

Workforce.

In order to create a better atmosphere at work, a series of Joy@Work initiatives are

outlined in this manual for your unit. We request you to implement these initiatives in the

structured format. They focus on team spirit, unleashing the capabilities of employees,

striking a work-life balance, Breaking the ice, creating laughter which has scientifically

proven health benefits, enhancing the drive to excel and nurturing a sprit of innovation and

creativity.


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CONTENTS OF JOY

1. A Place To Unwind

2. A Global Menu

3. Just Chill!!!

4. Movie Masti & Magic

5. Holidaze

6. Talent Hunt

7. Edutainment

8. New Avenues

9. The Catch Of The Day

10. Joint Adventure

11. Shopease

12. Aces & Paces

13. Surf Board

14. At Your Service

15. Tripping Out

16. Fast Track

17. Family Jambori

18. Served With A Smile

19. Centre Of Attraction

20. Feedback On Joy@Work


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3 Team members to be included in the planning and decision-making process.

4 Communicate the event through posters on notice boards and at the staff cafeteria.

5 HODs to be present to serve, along with the staff.

Benefits to the Employees: Facilitates team spirit and a sense of a warm and caring

culture.

MOVIE MASTI & MAGIC

Objective: To provide employees with a source of fun and foster a feeling of togetherness.

Frequency: Bi-monthly

Eligibility: All employees

Venue: Indoor

How we go about it:

4 The HR department and team members to decide on the movie.

5 Communicate the event through posters on notice boards and at the staff

cafeteria.

6 Finalize the venue.

7 Finalize movie equipment.

8 Organize tea, coffee and snacks.

Benefits to the Employees: Provides entertainment and rejuvenation.

JUST CHILL!!!

Objective: To provide soft drinks at the cafeteria to team members at cost price.

Frequency: Daily


Venue: Staff cafeteria

How we go about it:

9 HR and Materials Department to identify and tie-up with soft drink providers


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for the installation of coolers for the sale of soft drinks at cost price.

10 A Coupon system to be introduced.

11 Employees to purchase the coupons from the cafeteria supervisor and exchange

the same for a soft drink.

Benefits to the Employees: Enables more refreshing breaks.

HOLIDAZE

Objective: To ensure a work-life balance.

Frequency: Annual

Eligibility: HODs, Executives and Employees

How we go about it:

12 At the beginning of the year (April), HODs to plan their Annual Leave, which

will be plotted in the monthly calendar for submission to the GM.

13 Similarly, the executives and employees leave planner to be approved by

HOD.

14 Leave, once planned at the beginning of the year, cannot be changed without

the prior approval of the GM or HOD.

15 Leave, once approved, should be honoured.

Benefits to the Employees: Betters work-life balance.

TALENT HUNT

Objective: To encourage all employees to participate in competitions - to develop and

showcase their expertise / talent and stimulate them intellectually.

Frequency: Fortnightly


Venue: Indoor

How we go about it:


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16 HR, along with the Joy@Work team, to plan and conduct the event.


cafeteria.

18 Make participation compulsory from all departments.

19 Will be a team event and the contest will be different every fortnight.

20 Each department will put up a team to participate.


22 Finalize the judges for the events (employees to be nominated as judges).

23 Finalize prizes for the winners.

Benefits to the Employees: Helps break away monotony of a routine job. Reduces stress,

increases inter-departmental interaction and fosters team spirit.

EDUTAINMENT

Objective: To enhance the quality of communication by the usage of the electronic media.

Frequency: Daily


Venue: Heart of the house

How we go about it:

24 Replace existing notice boards, normally used for the display of general

information, with a plasma / LCD TV.

25 HR to upload Vision, Mission, Values, Employee Birthdays and Anniversaries,

Staff Happenings, facts about The Hotel and Important Messages.

Benefits to the Employees: Increases awareness through education and entertainment.

NEW AVENUES

Objective: To enhance an executives life style and enable her / him to learn a new talent /

way of life.


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Eligibility: HODs

Venue: Outdoor

How we go about it:

33 The GM and HOD to decide and finalize the venue.

34 Team building to be organized, depending on the business of the unit.

Benefits to the Employees: Provides entertainment, generates team spirit and bonding.

SHOPEASE

Objective: To ease the shopping experience for employees and their family members.

Frequency: Daily


Venue: Outdoor

How we go about it:

35 Identify and tie-up with reputed outlets for discounted prices.

36 HR and Materials department to co-ordinate to identify and tie-up with retail

outlets.

37 Communicate the list of discounted items at various outlets through notices.

Benefits to the Employees: Makes shopping easy.

ACES & PACES

Objective: To encourage employees to develop and showcase their talent by participating

in various events.

Frequency: Quarterly


Venue: Outdoor

How we go about it:

38 HR and JAW team to plan and conduct events across units.


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39 Teams, comprising members of all departments, to participate in the events

organized across other units.

40 This is a team event and the contest will be different every quarter.

41 Organize prizes to be given to the winning team at the end of the event.

Benefits to the Employees: Develops extracurricular activities, generates better health.

Fosters healthy competition, greater inter-unit and inter-departmental interaction and team

spirit.

SURF BOARD

Objective: To encourage employees to use the electronic media as a source of enhancing

knowledge, creativity and innovation.

Frequency: Daily


Venue: Indoor

How we go about it:

42 HR to identify a suitable place for providing PCs with internet connections.

43 The systems department to upload and provide access to the Taj website, Taj

Buzz and knowledge Hub.

44 Encourage staff to upload articles and learn best practices.

45 Create awareness of recent uploads and changes through notices, to ignite

interest and enthusiasm.

Benefits to the Employees: Increases awareness and is a medium for self learning.

AT YOUR SERVICE

Objective: To assist employees in carrying out their personal errands and commitments,

thus enabling them to spend more quality time with their families, friends or in any other

way they deem fit.


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Frequency: Thrice a week


Venue: Indoor

How we go about it:

46 Engage a Service Provider who can provide employees concierge service, like

the payment of electricity and mobile bills, buying and delivering movie and

travel tickets etc.

47 Communicate the concierge schedule to all employees.

48 Identify a place for the concierge service which is close to the staff entrance.

Benefits to the Employees: Generates greater productivity and a better work-life balance.

TRIPPING OUT

Objective: To encourage all team members to foster a greater team spirit and generate

bonding among the team at the unit.

Frequency: Annual


Venue: Outdoor

How we go about it:

49 Form an internal community.


cafeteria

51 Decide on a venue in conjunction with team members.

52 Organize picnics in 3-4 batches depending on the business of the unit.

Benefits to the Employees: Provides entertainment, generates greater team spirit and

bonding.


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FAST TRACK

Objective: To encourage team members to participate in sports and harness their talent

that would result in a better team spirit and bonding.

Frequency: Annual


Venue: Indoor / Outdoor

How we go about it:

53 Create a sports committee to plan the event.

54 Market the event through posters on notice boards and at staff cafeteria.

55 Invite nominations for the various events.


57 Finalize the judges for the events.(Employees to be nominated as judges)

58 Organize prizes for the winners.

Benefits to the Employees: Makes people fitter and healthier. Fosters healthy

competition. Results in better inter-departmental interaction and team spirit.

FAMILY JAMBORI

Objective: To foster a sense of belonging and pride in the organization, among employees

as well as their families.

Frequency: Annual


Venue: Indoor / Outdoor

How we go about it:

59 An Annual Day Team Committee to be created to organize the event.

60 Communicate the event through posters on notice boards and at staff cafeteria.

61 Finalize the venue and logistics for conducting the event.


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62 Childrens drawing competition and a talent contest to be organized (the theme

to be decided by the unit).

63 Organize a childrens party with a high tea and with gifts that can be

distributed to all children present.

64 Team members to be encouraged to participate in the various entertainment

programmes decided by the unit.

65 Rehearsals and events to be organized by the units.

66 Prizes to be distributed to the winners.

67 Dinner to be organized for all invitees.

68 Chief Guest to be identified for the event.

Benefits to the Employees: Creates a sense of belonging and well-being.

SERVED WITH A SMILE

Objective: To provide employees with a quality of dining experience (Evocate of a

restaurant).

Frequency: Once in 3 years


Venue: Indoor

How we go about it:

69 Budget for the logistics and set up of the Staff Caf.

70 Ensure that the dcor of the Staff Caf is along the same lines as other trendy

coffee shops.

71 Take assistance, if required, from an interior.

72 Unit to ensure they are within the approved budget.

Benefits to the Employees: Provides a better dining experience enables people to feel

like valued guests. Allows them to unwind and relax during their free time.


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CENTRE OF ATTRACTION

Objective: To create an energetic, creative and vibrant work place for team members.

Frequency: Once in 3 years


Venue: Unit

How we go about it:

73 Budget to be decided in consultation with the GM and Finance Manager.

74 An NGO (dealing with underprivileged kids) to paint the team entrance,

depicting a kids theme (e.g. Parikama in Bangalore), that will also show that

we care for our community.

75 The rest of the Heart of the House can be painted with bright colors, depending

on the area.

Benefits to the Employees: Creates a lively and vibrant work place.


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BIBLIOGRAPHY

BOOKS REFERRED

1 John W. Newstrom and Keith Davis (2005) Organizational Behaviour Tata McGraw-

Hill Publication.

2 V.S.P Rao (2006) Human Resource Management Excel Books.

3 J.Jayasankar (2006) Organizational Behaviour Margham Publication.

4 Dr. S. Shajahan (2005) Research Methods for Management Jaico Publication.

INTERNET SOURCES

1 www.tajhotels.com

2 www.tata.com

3 www.wikipedia.org

4 www.answers.com

Documents

Project Report Full and Final