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1. INTRODUCTION TO ORGANIZATION STUDY

Organizational study is the systematic study and careful application of

knowledge about how people - as individuals and as groups - act within organizations.

Organizational Studies encompasses the study of organizations from multiple

viewpoints, methods, and levels of analysis.

VIEW POINTS

The multiple viewpoints of organization study is divided into three perspectives: Modern

Symbolic

Postmodern

Another traditional distinction is between the study of "micro" organizational

behavior -- which refers to individual and group dynamics in an organizational setting

and "macro" organizational theory which studies whole organizations, how they adapt,and the strategies and structures that guide them.

Organizational studies seek to control, predict, and explain the functions of the

organization. This can play a major role in organizational development and success.

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METHODS USED IN ORGANIZATIONAL STUDYA variety of methods are used in organizational studies.

They include

Quantitative methods such as multiple regression, non-parametric statistics, time series

analysis.

Qualitative methods are also used, such as ethnography, which involves direct participant

observation, single and multiple case analyses, and other historical methods.

GOALS OF ORGANIZATIONAL STUDY

The main goals of organizational study

To revitalize organizational theory and develop a better conceptualization of

organizational life.

An organizational theorist should carefully consider levels assumptions being made in

theory.

Is concerned to help managers and administrators.

THEORIES AND MODELS OF ORGANIZATIONAL STUDIES

Mintzberg's managerial roles

Rational Decision-Making Model

Scientific management

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2. INDUSTRY PROFILE

INDIAN HOTELS COMPANY LTD (IHCL)

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

as Taj Hotels Resorts and Palaces and are recognised 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. TheTaj, a symbol of Indian hospitality, completed its centenary year in 2003.Taj Hotels

Resorts and Palaces comprises 66 hotels in 42 locations across India with an additional 16

international hotels in the Maldives, Malaysia, Australia, UK, USA, Bhutan, Sri Lanka,

Africa and the Middle East.

Spanning the length and breadth of the country, gracing important industrial towns and

cities, beaches, hill stations, historical and pilgrim centres and wildlife destinations, each

Taj hotel offers the luxury of service, the apogee of Indian hospitality, vantage locations,

modern amenities and business facilities.

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

through the following:

Taj (luxury full-service hotels, resorts and palaces) is our flagship brand for the world's

most discerning travellers seeking authentic experiences given that luxury is a way of lifeto which they are accustomed. Spanning world-renowned landmarks, modern business

hotels, idyllic beach resorts, authentic Rajput palaces and rustic safari lodges, each Taj

hotel reinterprets the tradition of hospitality in a refreshingly modern way to create

unique experiences and lifelong memories.

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Taj also encompasses a unique set of iconic properties rooted in history and tradition that

deliver truly unforgettable experiences. A collection of outstanding properties with strong

heritage as hotels or palaces which offer something more than great physical product and

exceptional service. This group is defined by the emotional and unique equity of its iconic

properties that are authentic, non- replicable with great potential to create memories and

stories.

Taj Exotica is our resort and spa brand found in the most exotic and relaxing locales of

the world. The properties are defined by the privacy and intimacy they provide. The

hotels are clearly differentiated by their product philosophy and service design. They are

cantered around high end accommodation, intimacy and an environment that allows its

guest unrivalled comfort and privacy. They are defined by a sensibility of intimate design

and by their varied and eclectic culinary experiences, impeccable service and authentic

Indian Spa sanctuaries.

Taj Safaris are wildlife lodges that allow travellers 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.

Vivanta by Taj Hotels & Resorts span options for the work-hard-play-hard traveller

across metropolitan cities, other commercially important centres as well as some of the

best-loved vacation spots. Stylish & sophisticated, Vivanta by Taj delivers premium hotel

experiences with imagination, energy & efficiency. It's the flavour of contemporary

luxury, laced with cool informality and the charming Taj hospitality. Created for the

cosmopolitan global traveller and bon vivant, Vivanta by Taj Hotels & Resorts create

experiences that will amuse, invigorate & inspire you. Vivanta revels in a spirit that

presents the normal with an unexpected twist. Experiences which make you pause &

appreciate the hidden beauty in life! It challenges your expectations of a hotel and unfolds

multiple layers of delight. Innovative cuisine concepts, the smart use of technology & the

challenge to constantly engage, energize and relax you all add up to make Vivanta by Taj

the new signature in hospitality.

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The Gateway Hotel (upscale/mid-market full service hotels and resorts) is a pan-India

network of hotels and resorts that offers business and leisure travellers a hotel designed,

keeping the modern nomad in mind. At the Gateway Hotel, we believe in keeping things

simple. This is why; our hotels are divided into 7 simple zones- Stay, Hangout, Meet,

Work, Workout, Unwind and Explore.

As travel often means more hassle than harmony, more stress than satisfaction, modern

travellers are looking for smarter choices. Driven by our passion for perfection, we

welcome our customers to a refreshingly enjoyable and hassle-free experience, anytime,

everywhere. Offering the highest consistency in quality, service and style we set new

standards and take the unwanted surprises out of traveling. Our warm welcomes make our

guests feel at home, away from home and our crisp and courteous service empowers them

to get more done with greater effectiveness and control. And through our unrivalled

network we provide service that is effortless, simple, never overwhelming, always warm.

Ginger (economy hotels) is IHCL's revolutionary concept in hospitality for the value

segment. Intelligently designed facilities, consistency and affordability are hallmarks of

this brand targeted at travellers who value simplicity and self-service.

Taj Hotels Resorts and Palaces is committed to replicate its domestic success onto

international shores with plans to build an international network of luxury hotels, which

will provide an exemplary product-service combination and in the process create a global

brand. The current international portfolio includes luxury resorts in the Indian Ocean,

business and resort destinations in the Middle East and Africa, serviced apartments in the

UK, the first hotel in Australia and three a top-end luxury hotels in the US.

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Throughout the Company's expansion, its mandate has been twofold: to infuse a sense of

Indian heritage and culture within each diverse property, while also anticipating the needs

and desires of the sophisticated traveller. Over the years, the Taj has won international

acclaim for its quality hotels and its excellence in business facilities, services, cuisine and

interiors.

The Taj strengthened its presence in the Indian Ocean rim with the Exotica Brand. The

Taj Exotica was evolved as part of Taj Hotels Resorts and Palaces intent to position it as a

brand that is clearly differentiated by its product philosophy and service design. The Taj

Exotica Resort and Spa, in Maldives is centred on high-end accommodation, intimacy

and an environment that allows its guest's unrivalled comfort and privacy.

Taj Hotels further expanded its global footprint by securing management contracts at

Palm Island, Jumeirah in Dubai, Saraya Islands in Ras Al Khaimah, Aldar Group in Abu

Dhabi, UAE Langkawi in Malaysia and Thimpu in Bhutan. The most significant

additions to the portfolio have been The Pierre, the iconic landmark hotel on New York's

Fifth Avenue, Taj Boston and Blue, Sydney.

The presence of Taj Hotels Resorts and Palaces internationally has been developed

through a network of Taj regional sales and PR offices in the United Kingdom, France,

Germany, Italy, Dubai, Singapore, Australia, Japan, Russia and the United States of

America.

At the Taj Hotels Resorts and Palaces luxurious living and fine dining find common

ground. Whether it is introducing exotic world cuisines to India or taking authentic Indian

fare to the world, the Taj Hotels Resorts and Palaces is renowned for the eclectic culinary

experiences it brings to its guests. Through a vast repertoire of award-winning

restaurants, legendary recipes from royal kitchens and celebrated food festivals, the Taj

has pioneered innovation in fine dining across the world.

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Taj Hotels also promise a whole new experience of tranquillity and total 'wellness',

through Jiva Spas a unique concept, which brings together the wisdom and heritage of

the Asian and Indian Philosophy of Wellness and Well-being. Rooted in ancient Indian

healing knowledge, Jiva Spas derive inspiration and spirit from the holistic concept of

living. There is a rich basket of fresh and unique experiences under the Jiva Spa umbrella

of offering, Yoga and Meditation, mastered and disseminated by accomplished

practitioners, authentic Ayurveda, and unique Taj signature treatments. Royal traditions

of wellness in service experiences, holistic treatments involving body therapies,

enlivening and meaningful rituals and ceremonies and unique natural products blended by

hand, come together to offer a truly calming experience.

IHCL operates Taj Air, a luxury private jet operation with state-of-the-art Falcon 2000

aircrafts designed by Dassault Aviation, France; and Taj Yachts, two 3-bedroom luxury

yachts which can be used by guests in Mumbai and Kochi, in Kerala.

IHCL also operates Taj Sats Air Catering Ltd., the largest airline catering service in

South Asia, as a joint venture with Singapore Airport Terminal Services, a subsidiary of

Singapore Airlines.

Additionally, it operates the Indian Institute of Hotel Management, Aurangabad since

1993. The institute offers a three-year diploma, designed with the help of international

faculty and has affiliations with several American and European programmes.

CORPORATE SUSTAINABILITY AND SOCIAL RESPONSBILITY

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As a part of Tatas; India's premier business house; we; at Taj Hotels, have always

believed in society and environment being integral stakeholders in our business along

with our shareholders, customers, vendors and others. Over the last decade, the

movement towards ecologically sound tourism has gained urgency and importance across

the globe and we recognize that responsible practices in vogue are as diverse as the

geographies.

We promote corporate citizenship through our strategic public-private partnerships which

encourage building livelihoods of less-advantaged youth and women. The causes we

promote include reducing malnutrition, promoting indigenous artisans and craftsmen and

enhancing employability of identified target groups by sharing our core competencies as a

leading hospitality company. We encourage training and development of differently abled

youth.

Taj has the unique scope and opportunity to develop raw potential into a skilled

workforce that is immediately employable by various players in the industry. A majority

of our community projects are focused around extending our key strengths in food

production, kitchen management, housekeeping, customer service and spas to promoteeconomic empowerment of candidates from vulnerable socio-economic backgrounds. We

are fully committed to the cause of building a sustainable environment by reducing the

impact of our daily operations on the environment and improving operational efficiencies,

resource conservation, reuse and recycling of key resources.

The seventh Corporate Sustainability Report was submitted to the United Nations

Global Compact society in August, 2010. The United Nations Global Compact is a

strategic policy initiative for businesses that are committed to aligning their operations

and strategies with ten universally accepted principles in the areas of human rights,

labour, safety & security, environment and anti-corruption. This Corporate Sustainability

report also serves as our GRI (Global Reporting Initiative) as well as Triple Bottom Line

report. The report focuses on identified priorities at IHCL and responds to key

stakeholder needs.

EARTH

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In an endeavour to reinstate its vision and efforts to boost sustainable tourism, Taj Hotels

Resorts and Palaces presented EARTH (Environment Awareness & Renewal at Taj

Hotels) this year. Implementing schemes such as the Gangroti Glacier Clean-Up

Expedition, as well as designated Earth rooms, which minimise environmental impact.

Taj is one of Asia's largest groups of hotels to commit to energy conservation and

environmental management. EARTH has received certification from Green Globe, the

only worldwide environmental certification program for travel and tourism.

The Taj began a century ago with a single landmark - The Taj Mahal Palace Hotel,

Mumbai. Today, the various Taj hotels, in all their variety and historical richness, are

recognised internationally as the symbols of true Indian hospitality. The Company's

history is integral to India's emergence into the global business and leisure travel

community; and looking to the future, Taj Hotels Resorts and Palaces is well positioned

to meet the increase in travel activity with the rapid expansion of the Indian economy.

3. COMPANY PROFILE

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ABOUT GATEWAY

Who are we?

A hotel designed with the modern nomad, in mind. At the Gateway Hotel, we

believe in keeping things simple. This is why; our hotels are divided into 7 simple

zones- Stay, Hangout, Meet, Work, Workout, Unwind and Explore.

But perhaps more importantly, they are designed keeping in mind your busy schedule

and the fact that everyday has just 24 hours. Be it our round the clock services or

menus that help you take advantage of what every day has to offer, our focus is

always on creating sanctuaries that refresh, refuel and renew the modern day

traveler.

Where are we?

The Gateway Hotel today is in 21 cities with plans to open in many more. We

currently have 38 operating and signed up hotels. We plan to take this number to at

least 50 operating hotels in the next three years.

So that no matter where you go, you are never far away from a stay that soothes and

excites.

What do we do?

As travel often means more hassle than harmony, more stress than satisfaction,

modern travellers are looking for smarter choices. Driven by our passion forperfection, we welcome our customers to a refreshingly enjoyable and hassle-free

experience, anytime, everywhere. Offering the highest consistency in quality, service

and style we set new standards and take the unwanted surprises out of traveling. Our

warm welcomes make our guests feel at home, away from home& our crisp

courteous.

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service empowers them to get more done with greater effectiveness and control. And

through our unrivalled network we provide service that is effortless, simple, never

overwhelming, and always warm.

Brand identity

Our brand signature is a clean, legible word mark that denotes warmth, welcome and

trust. We use upper case typography to provide a sense of security, professionalism

and consistency.

Our distinctive visual style is crisp, courteous, warm and welcoming, captures our

values and sets us apart from the competition.

The colour palette of Red, grey and white gives the brand a simple, bold, stylish and

welcoming look.

What do we offer?

We are flexible, on the move, and instantly responsive. We work around the clock

and around guests schedules. We have a 24/7 attitude. We are the breakfast at 2 PM.

We are the workout at night. We are about active and healthier choices. We are about

flexibility and freedom. Freedom to make whatever demands you want of us so that

you can go about your business uninterrupted.

THE GATEWAY HOTEL PASUMALAI, MADURAI

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At Pasumalai hills, amid 62 acres of peaceful, landscaped gardens, The Gateway Hotel is

the epitome of colonial architecture. Here you'll find a charmed spot to relax and take in

picturesque views of the Temple City and the Kodai hills.

ACC

ACCOMODATIONS

Centrally air-conditioned

63 chalet-style rooms in which to unwind

High-speed Internet & Wi-Fi available throughout the hotel

Ayurveda Centre

Large banquet hall for 500 guests

Smaller conference rooms for meetings of 20

PROXIMITY

15 kms from the airport

6 kms from the railway station

15 minutes drive from the city Centre

ROOMS

While every view from The Gateway Hotel is different, the things that matter will

always be the same-clean bathrooms, comfy beds and modern touches that surprise.

ROOM AMENITIES

International direct dial ability

Colour television with satellite

programmes

Minibar

Tea/coffee maker

Safe deposit lockers

Hair dryer

Additional amenities with every room

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level

Standard Rooms

These well-appointed rooms are outfitted in colonial-style charm. They're ideal for

guests seeking quiet privacy and a well-appointed basic room.

Superior Rooms

Experience real comfort in these newly constructed, spacious rooms with bay windows

and soothing views of the swimming pool and the city.

Executive Rooms

Spacious, measuring approximately 400 sq. ft., and above all comfortable, these rooms

feature bay windows, which offer panoramic views of the city, Meenakshi temple towers

and the Kodai hills.

CONVENIENCES

Whether guests come here for work, play, or a combination of both, hotel provides all

guests with spaces, services and helpful connections when and where you need them.

WORK

Business Centre

Workstations Copier/facsimile

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Internet/email facilities

Laptop computers on hire

Portable printers on hire

ACTIVE

Fitness Centre

Badminton

Tennis

Swimming pool

Table Tennis

Indoor activities

Nature Trail

UNWIND

Ayurveda Centre offering rejuvenation programmes & intensive treatments

Babysitting

Book & Souvenir Shop during season

MORE

Palmist

Car hire service

Currency exchange

Doctor-on-call

Florist

DINING

Fresh, local produce, natural ingredients and vivid regional cooking styles make The

Gateway Hotel a smart choice for any meals. Kitchen never closes, so one can eat on

schedule or on a whim.

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HOTEL RESTAURANTS

Harvey's Lounge Bar

A good mix of imported beverages and old-world ambiance make this a great spot for

a game of billiards, relaxing with a book, or just enjoying an after dinner drink.

Hours:

11:00 a.m. to 11:00 p.m.

GAD

Savour a romantic dinner or relaxing lunch with tasty local and international menu

options, plus picturesque views of Temple city and the Kodai hills.

Hours:7:00 a.m. to 11:00 p.m.

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5. DEPARTMENT PROFILE

5.1 FRONT OFFICE DEPARTMENT

FUNCTIONAL ASPECTS

Front office is the department responsible for the sale of hotel rooms through systematic

methods of reservation, followed by registration and assigning rooms to customers. The

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term Sale of rooms may appear misleading to those unfamiliar with the industry. A

room is termed sold for the day when the guest leaves the room for stay in the hotel.

Room tariff charged per room is computed for a revenue day which is between noon to

noon. The room may be sold for a half a as well, for which special rates are applicable.

Such rates are referred to as half-day rates.

The front office in a hotel holds prime importance in view of the basic nature of business

of a hotel. Revenue from the sale of rooms contributes to more than 50 percent of hotel

sales. The profit percentage from sale of room is very high. The role of front office is thus

to reserve,receive,register,assign rooms to guests and act as a continuous source of

information to guests during their stay at the hotel.

ROLES AND RESPONSIBLITIES

To ensure that all Departments are successful and as independent profit center as

possible, ensuring maximum guest satisfaction consistent with our hotel standards,

through planning, organizing, directing and controlling all aspects related to the revenues

and operating expenses.

Financial responsibilities

1. Is able to effectively interpret financial result in regards to revenues, payroll, costs and

expenses.

2. To assist in the preparation of the Annual Operation Budget this will form part of the

Business Plan.

3. To establish and monitor cost and expense control systems and procedures to achieve

budgeted operating results.

4. is able to take corrective measures and actions to ensure highest possible profitability.

Operational Responsibility

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Guest Service

1.Personally and frequently verifies that guests are receiving the best possible service

available.

2. To check on standards of services, and cleanliness, greeting and assist in the check in

of guests and escorts VIP guest to the room.

3. To be demanding and critical to service standards as well as hygiene standards.

4. To constantly strive to please all guests that he may come into contact with.

6. Ensure a speedy telephone and message service at all times.

7. Maintains an atmosphere of tranquility at the Front Desk, never giving the impression

that there is a problem.

Product

1. To verify constantly that the physical product in all aspects is consistent with the hotel

standards.

2. Periodically inspect rooms to ensure cleanliness and well maintained rooms. Patrols

assigned areas frequently to ensure cleanliness and well maintained areas.

3. Ensures that policies and procedures in regards to staff appearance, hygiene andsanitation are enforced.

General

1. Ensure that corporate, divisional and departmental policies and procedures are adhered

to at all levels.

2. Liaise closely with other Departments and emphasizes on excellent inter-departmental

relations considering other departmental procedures and policies.

3. Delegate authority and responsibilities to direct subordinates without relinquish

ultimate responsibility for the operation.

Administrative Responsibilities

1.To maintain all hotel records and forms as prescribed by established policies andprocedures.

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2. To control the preparation of room occupancy forecast on a daily, weekly and monthly

basis.

3. To attend all briefings and meetings as requested and necessary.

4. To ensure that guest history record is up-to-date at all times.

5. To advise management and sales of the update reservation status for reference in

business solicitation.

6. To ensure that report is ready for Sales Office within ten days of the current month.

5.2 SALES DEPARTMENT

FUNCTIONAL ASPECTS

The major function of a sales department in a hotel is maximizing revenues of the hotel

by driving maximum contribution from all producing segments through the various

sources. To develop and co-ordinate various programs and policies relating to all

marketing and promotional activities of the hotel. Ensure high occupancy of banquets and

co-ordinate with the banquet team on various functions. Assisting and forecasting

revenue for rooms, F&B outlets and from various segments.

Sales department also Controls the hotels distribution channels to ensure timely relevant

and exciting information reaches its intended audience, to Achieve targets set by the

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budgeting process. A hotel sales team should always be informed about the trends in

hospitality, changing customer needs and behaviour, and developments in other

industries. Identify key communities, plan various initiatives and co-ordinate the support

activities.


Plan and Forecast hotel revenue for rooms, F&B outlets and from various segments.

Create a work environment that is high in employee morale and provides constant

learning & development and use the feedback from ESS to draw an action plan.

Develop systems and procedures that achieve higher cost efficiency and guest

satistion.

Recruitment and Performance Appraisal/ Management of the staff in the department.

Develop & Implement the annual plan using the TBEM framework, linking the

departments objectives to the units overall strategy

Assist in developing the overall strategic direction for the relaunch and subsequent

growth of the Hotel, adopting a total Revenue Approach

OPERATIONAL

Prepare appropriate forecasting tools and strategies to visualize market scenario and

develop long range plans.

Develop a means by which to continuously measure the program effectiveness as well

as to track the trends in local marketplace and beyond, which would impact demandfor the hotel.

Build an accurate and effective database of current and potential guests/accounts

Maintain accurate and up to date information on competitions performance, sales &

marketing strategy etc.

Propose room/F&B pricing strategy in consideration with hotels market positioning,

target customer and desired mix.

Develop a comprehensive market mix guideline and ensure sales as per those targets.

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Identify key customer needs through formal research, survey, sales calls & meetings.

Implement revenue management techniques and ensure improved RevPAR.

Co-ordinate with the Front Office & F & B Manager regarding daily sales, VIPs,

regulars and other guest requirements.

Co-ordinate with the Credits Manager on credit limits and outstanding from various

guests/corporate.

Build relationships, network & maintain regular contacts with corporate and

individual customers, bookers, media, hoteliers and socialites.

To determine, design and prioritise the relevant sales and marketing supportive

actives

5.3 FOOD AND BEVARAGE DEPARTMENT

RESTAURANT

Restaurant is an establishment that serves the customers with prepared food and beverages to

order, to be consumed on the premises. The term covers a multiplicity of venues and adiversity of styles of cuisine. Restaurants are sometimes also a feature of a larger complex,

typically a hotel, where the dining amenities are provided for the convenience of the residents

and for the hotel to maximize their potential revenue. Such restaurants are often open to non-

residents also. Eating is one of lifes pleasure and pride so is cooking and serving good food

to others.

A restaurant is a commercial outfit which specializes in the preparation of quality

food and to serve them to satisfy the customers demands. Their motto is Customers are our

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assets and satisfied customers are our source of wealth. Restaurants do have state of the art

kitchens in their premises, where food items are prepared, following a fixed menu to serve

the customers. Most restaurants are also equipped with infrastructure facilities, table settings,

and dining halls of various sizes to cater to needs of small gatherings to grandiose banquets to

suit customer demands and above all, trained personnel to provide a satisfactory service.

The term restaurant (from the French word restaurer, to restore) first appeared in the

16th century, meaning "a food which restores", and referred specifically to a rich, highly

flavoured soup. The modern sense of the word was born around 1765 when a Parisian soup-

seller named Boulanger opened his establishment. Whilst inns and taverns were known from

antiquity, these were establishments aimed at travellers, and in general locals would rarely eat

there. The modern formal style of dining, where customers are given a plate with the food

already arranged on it, is known as service la russe, as it is said to have been introduced to

France by the Russian Prince Kurakin in the 1810s, from where it spread rapidly to England

and beyond.

FUNCTIONS OF F&B MANAGER

The food and beverage manager is the head of the food and beverage service

department, and is responsible for its administrative and operational work. Food and

Beverage Managers direct, plan and control all aspects of food and beverage services. Food

and Beverage Managers require excellent sales and customer service skills, proven human

resource management skills, and good communication and leadership skills. Desired

knowledge for this position includes knowledge of the products, services, sector, industry and

local area, and knowledge of relevant legislation and regulations, as well. Hence it is said that

food and beverage Restaurant manager is a Jack-of-all-trades, as the job covers a wide variety

of duties.

RESPONSIBILITY OF FOOD AND BEVERAGE MANAGER

Budgeting

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The food and beverage manager is responsible for preparing the budget for the

department. He should ensure that each outlet in the department achieves the estimated profit

margins.

Compiling New Menus and Wine Lists

In consultation with the chef, and based on the availability of ingredients and

prevailing trends, the food and beverage manager should update and if necessary, compile

new

Menus. New and updated wine lists should also be introduced regularly.

Quality Control

The food and beverage manager should ensure quality control in terms of efficiency

in all service areas, by ascertaining that the staffs are adequately trained in keeping with the

standards of the unit.

Manpower Development

The food and beverage manager is responsible for recruitment, promotions, transfers

and dismissals in the department. He should hold regular meetings with section heads, to

ensure that both routine as well as projected activities of the department go on as planned. He

must also give training, motivate and effectively control staff.

Restaurant Manager

Restaurant Manager is responsible for directing and supervising all activities

pertaining to employee relation, food production, sanitation, guest service and operating

profits. The restaurant manager is either the coffee shop manager, bar manager or the

specialist restaurant manager. The restaurant manager reports directly to the food and

beverage manager and has overall responsibility for the organisation and administration of a

particular outlet or a section of the food and beverage service department. The restaurantmanager's job includes:

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i) Setting and monitoring the standards of service in the outlets.

ii) Administrative duties such as setting duty charts, granting leave, monitoring staff

positions, recommending staff promotions and handling issues relating to discipline.

iii) Training the staff by conducting a daily briefing in the outlet.

iv) Playing a vital role in public relations, meeting guests in the outlets and attending to guest

Complaints, if any.

v) Formulating the sales and expenditure budget for the outlet.

vi) Planning food festivals to increase the revenue and organising advertisement campaign of

the outlet along with the chef and the food and beverage manager.

Room Service Manager

The room service manager reports directly to the food and beverage manager and is

responsible for the room service outlet. The room service manager checks that the service

rendered to the guests conforms to the standards set by the hotel. He also monitors all

operational aspects of the outlet such as service, billing, duty charts, leave and absenteeism,

in addition to attending to guest complaints regarding food and service.

The room service manager is also in charge of the sales and expenditure budget. The

room service is most liable to have problems. The room service manager should ensure

coordination among the room service order taker, the captain and the waiter. It is necessary

for the room service manager to be present in the outlet during peak hours to interact with

other departments of the hotel and to take regular momentums of all the equipment used In

the event of the hotel offering valet service and the room service manager takes charge of thatservice as well.

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Bar Manager

Bar Manager organises and controls a bar's operations. A bar manager arranges the

purchase and pricing of beverages according to budget; selects, trains and supervises bar

staff; maintains records of stock levels and financial transactions; makes sure bar staff follow

liquor laws and regulations; and checks on customer satisfaction and preferences. The bar

manager should have good interpersonal skills and good memory. He must be efficient and

speedy, must enjoy working with people. He should have good cash-handling skills.

5.4 PURCHASE DEPARTMENT

Purchase takes whole responsibility to deliver the product for the buyer in right time.

Purchase manager takes order requirement from the buyer. The plan is designed by

merchandising team as further. Well developed and organized plan shows right time of

delivery of products. Everyday action leads to success of delivery. The department is

organized in such a way to conceive for the delivery with buyer requirement.

ROLES AND RESPONSIBLITIES OF PURCHASE/MATERIALS MANAGER

MANAGERIAL

Direct the budgeting process for all Capital & Operational requirements.

Design policies, systems and procedures on Materials Management that increase the

efficiency and improve service levels.

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Identify and Develop vendors in order to enhance product quality and reduce cost.





departments objectives to the units overall strategy.

OPERATIONAL

To issue and monitor purchase orders to ensure timely and correct delivery of materials to

user departments

Co-ordinate with the Heads of Departments on development of Standard Purchase

Specifications for various items.

Monitor the adherence to the house rules and regulations with regard to purchasing.

Secure competitive price quotations for all purchases.

Advise the Executive chef of special availability or pricing of food merchandise for

incorporation into menus or daily specials.

Monitor the storage, sanitation and cleanliness standards and in goods receiving area and

storeroom.

Propose cost saving opportunities by staying informed about new products and trends in

logistics, inventory control and purchasing.

Work in association with the Accounts department in the area of pricing, purchase

contracts and payments.

Forecast market conditions and availability of materials under various economic

conditions.

Maintain MIS on Price lists, Regular purchases, Supplier information, Purchase orders,

Par stocks etc.

Ensure documentation of all phases of the purchasing process in a manner that will

facilitate internal and external audit.

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Ensure adherence to all the statutory requirements/policies related to purchase.

Develop departmental trainers in association with the training department & oversee all

the training activities within the department.

Identify key communities, plan various initiatives and co-ordinate the support activities.

5.5 HUMAN RESOURCE DEPARTMENT

HUMAN RESOURCE DEPARTMENT

Human Resource manager in coordination with respective Head of Departments is

responsible for implementing various HR policies. Department follows policy with regard

to the company policy and aim to achieve the target with effective usage of resources.

HR POLICY

ATTENDANCE POLICY

HRD maintains attendance policy which explains the employees attendance,

warning for absentiseem through memo. Company provides bonus of 4% monthly salary

for maintaining 100 % attendance. The policy follows loss of pay for excess leave taken

by the employee.

HOLIDAY POLICY

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HRD frames the list of holidays for every year. As per norms company dont

entertain workers to work during holidays declared. The list includes National holidays

and Festival holidays.

BENEFIT POLICIES

Benefit policy includes provident fund, ESI and Gratuity for the employees. The

benefits are calculated for employees as per following pattern.

OBJECTIVES OF HUMAN RESOURCE ADMINISTRATION:

Following are given the main objectives of personnel administration:

To select right man for the right job.

To motivate the workforce.

To pay fair wages to the employees.

To provide better working conditions to employees.

To keep the record of employees.

To receive orders and policies from the head office and act upon them.

FUNCTIONS OF HUMAN RESOURCE ADMINISTRATION:

Following are given the main functions which are performed by the personnel

administration in the organization.

A. RECRUITMENT AND SELECTION

Recruitment of employees is made from time to time when it is considered

necessary to promote the efficiency of the hotel. Now, if any department of the hotels

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requires an employee, then it is responsibility to determine the contents of the job to be

performed and necessary qualifications for performing this particular job satisfactory.

This personnel administration department follows a rigid employees selection

system, which involves, interviews, selection test, medical examination and reference

checks, while applications are given by the applicant on printed form, which is supplied

by the hotel management. Then HR managerr screens out the applications and applicants

are then called for an interview. Here it is important to note that the final authority of

selection of employees is the employers of the hotel.

Minimum age for recruitment for all levels of employee is 18.

HRD develops Human Resource Planning for guidance at the time of recruitment and

ensures competence level of employees.

Company recruits candidates through following sources

Company treats all freshers as Trainees for first three months of their employment.

Company provides

B. PROMOTION AND LAY-OFF:

Promotion is being considered necessary to motivate employees to the work,

while in this hotel; promotions are not based upon seniority or on merits. Since this is not

a seasonal hotel, thus there is no lay-off of the workers.

C. WAGES AND SALARY ADMINISTRATION:

The decision to adopt a particular pay structure with pay grades is the

responsibility of the top management. The main responsibility of personnel

administration is to pay fair wages to the employees according to their pay grades. There

are following pay grades of the employees.

D. DISCIPLINE AND DISCHARGE:

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Workers are treated according to the rules and regulations of the organization

under the factories Act 1934. If someone violates the orders then he is given full

opportunity to explain and justify himself. Then if the performance or conduct of the

employee is founded unsatisfactory or he remains absent from the work for 10 days, then

he is discharged from his job by the manager HR & Admin.

E. TRAINING AND DEVELOPMENT:

Company treats all freshers as trainees for first 3 months of the employment.

Company provides following facilities

Free dormitory, Transportation and subsidized food.

After completion of training/ probation period of three months the employees

evaluated for his skills by their respective supervisor/ Unit In charge.

At the end of the probation period if employee is found suitable the company shall

confirm the employees appointment writing. It the employee doesnt perform during

the probation period he/ she will not be included into the company.


MANAGERIAL

Support departments in developing leadership capabilities within the Tata Business

Excellence Model framework.

Implement and sustain the Tata code of conduct & Value systems

Monitor & coordinate with Corp HR for career & succession planning.

Monitor HR scorecard in order to align & assess the HR deliverables in relation to the

business objectives

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Provide inputs to Corp HR for developing State of the Art HR systems & practices to

build organizational mindset, capability, & competitive advantage.

Drive internal communication channels

Maintain excellent liaison & relationship with local government bodies, union

leadership & industry associations

Reinforce learning & development initiatives in the unit through supporting

individual & team development, career development, training, & experience based

learning.

OPERATIONAL

Interact with the GM & HODs on a daily basis in areas of manpower planning, people

development, industrial relations, & provide appropriate support to the Operationa

departments..

Implement the Performance management system & align to the Balance Scorecard.

Rationalize manpower utilization & carryout appropriate rightsizing activities

Implement appropriate Reward & Recognition program for employees linked to

Customer delight.

Ensure compliance of all statutory & non statutory HR aspects for fulfillment of corporate

governance.

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5.6 ACCOUNTS DEPARTMENT

It is very important for the smooth and steady operation of the business, whether it is

small scale or large scale. It is so because in the present days large amount of capital is

needed and one can't provide a huge amount. So, financial management refers to those

activities which are essential for searching out the large among of capital needed for the

smooth operation of business. Finance is being considered as the life blood of modern

business and plays a key role in business organizations because without finance, there is

nothing to plan and organize, direct, activate and control.

"Financial management is a set of activities which are concerned with the acquisition

of funds and finding out the best uses for these funds."

Thus, finance is a study of revenues and expenditures of an individual or organization.

This means that finance deals with rising of funds for current requirements. So, we can say

that all the departments, sections and even a single task can't be completed effectively

without finance.


Monitor timely preparation and submission of periodic reports to external and internal

users.

Assist the Financial controller in ensuring all financial activities, maintenance of accounts,

compliance with statutory requirements, & management of cash flow.

Monitor the timely preparation of accounts payable / receivable / payroll statements, income

and expenditure statements etc.

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Maintain records, registers and documents in order to facilitate internal and external audit.

Perform the monthly book closing and prepare the reconciliation report.

Authorize various bill payments and monitor preparation and delivery of cheques to various

suppliers, travel agents etc.

Assist the Financial controller in preparation of the balance sheet and the profit & loss

statements for the hotel.

Liaise with banks, financial institutions and other government authorities on various

financial matters.

Prepare MIS reports, to develop a more informative database for improved management

decision-making and critical evaluation of activities.

Stay informed the latest amendments in commercial laws, tax structures and other

developments in the financial world.

Assist actively and able to handle in the absence of Chief Accountant/Financial Controller

Review, Analysis and Sharing of performance data with the management

Advise departmental heads in areas of financial performance, cost benefit analysis, cost

management

Participate in budgeting process for Capital & Operational requirements

Supervision of proper Maintenance of Accounts

Control over Inter-company and Inter-unit transactions

Oversee Materials Management (Procurement and Stores)

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Balance Sheet Management - control over Fixed Assets, Inventory, Debtors and Creditors,

weeding out NPAs (Non-performing Assets)

Budgetary control to enhance revenue and strict expenditure control

Compliance with Statutory requirements and Internal Controls

Handle Corporate Accounts of a Listed Public Limited Company.

Timely completion of Statutory Audit

Adherence to Internal Audit recommendations

Handle taxation, insurance policies, banking.

Project Accounting and controls

Cash flow Management.

Participate in various initiatives of SBU and Unit

Provide constant learning & development for staff.

"Accounting is an art of keeping records of transactions and financial affairs"

Financial information are maintained in the form of statements by accounting section. This

section is headed by assistant accounts manager under the management of senior finance

manager. This department keeps records of all accounting transactions, prepares budgets and

financial statements for the hotel.

In this regard, account office of the hotel sends cash-book, petty cash-book,

vouchers, record book and this department keeps these books in its record and then prepares

annual financial statements on the basis of these books.

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Management is being considered as the inside party which takes necessary steps for

planning and controlling the future activities on the basis of these statements. While the

outside parties include bankers and creditors. Thus, we can say that accounting information

provides a base for decision making and for a future operation.

4.7 MAINTENANCE DEPARTMENT

A hotel is a plant encompassing a myriad of facilities and services and it is

imperative that all those elements work smoothly and in cohesion to ensure that the

guests have a comfortable and safe stay. Although hidden behind the scenes and rarely

feted, a hotel's Engineering Division performs an invaluable role in the equation.

With the evolution of hotel building design and the ever growing range of

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features and facilities being incorporated in hotels, the scope of the engineering function

in hotels is expanding exponentially. The responsibilities of the engineering department

of the hotel are to maintain the hotel building, its assets, from walls, ceiling, floor fixtures

therein, electrical distribution to the hotel, sewage and water systems, fire-alarm systems

and safety methods, air-conditioning, heating and ventilation, elevators, kitchen and

laundry equipment, sound and lighting systems and so on.

The engineering department has to keep records and maintain the smooth

functioning of the equipment without any hassle or disturbance to the guest. They are on

call 24 hours of the day, and have to ensure that the technical side of the hotel is looked

after. Each day routine checks are done, and the staff walkthrough the entire hotel

premises on regular basis, for inspection and attention. Chief Engineer is entrusted to

oversee the engineering staff, and they are entrusted with different aspects and operations

of the hotel machinery and equipment. The other departmental heads of the hotel are

expected to inform the chief engineer, in the case of any need of repair or maintenance.

Engineering department has categorized their work in two ways; Preventive maintenance

and scheduled maintenance. In preventive maintenance the department sees to timely

inspection of the machinery, shutting down blocks of guest rooms and other areas

periodically for refurbishment and to ensure that all areas of the guest room and its

utilities operates properly. With scheduled maintenance, painting of walls, attending to

air-conditioning plants and boiler rooms are seen to.

Apart from ensuring that the hotel functions smoothly, they are also entrusted to

see that the shops, spas and salons within the hotel building are secure and safe of any

electrical leaks and fires. The maintenance of these shops are the duties of the engineering

department.

The caliber of maintenance will depend on the size and class of the hotel.

Expertise and knowledge in this area is very important, as the existence of the hotel

depends on the engineering department. Being one of the strenuous and tiring jobs, thestaff of the said department works un-noticed to ensure that the guest could stay

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comfortably, without any mishap or misadventure.

The staff of the engineering department should be commended for their

commitment, and their work appreciated. The beauty and comfort of the hotel, is entirely

due to their untiring efforts.

ROLES AND RESPONSIBILITIES

Managerial Responsibilities

Direct the budgeting process for all Capital expenditure & renovations.

Develop systems and procedures that ensure safety of guest, employees, plant,

machinery and property.





departments objectives to the units overall strategy.

Operational Responsibilities

Plan & execute preventive maintenance and upkeep of engineering services.

Plan & implement up gradation and replacement programme for engineering systems

and equipment.

Monitor energy consumption and design methods for conservation and optimization of

energy.

Ensure that all the engineering & maintenance activities/systems adhere to the

standards/efficiency/productivity levels that have been set for the unit.

Recommend changes in processes, materials and equipment, in order to enhance service

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levels and improve the operational efficiency.

Responsible for maintaining the physical plant that includes capital improvements and

continuing renovations to the plant.

Maintain the fire safety system through regular inspection of fire alarm and sprinkler

system.

Make periodic checks of completed repair and maintenance work to ensure that the

established standards have been met.

Keep the management informed regarding the expenditure, the physical condition of the

hotel or any other information required for management decision-making.

Co-ordinate with Executive Housekeeper, Front Office Manager and other HODs on

preventive maintenance of rooms and other repair work.

Liaise with government agencies to ensure compliance with statutory requirements.

Keep informed of industry innovations and advances in technical and property

management fields.

Develop departmental trainers in association with the training department & oversee all

the training activities within the department.

Identify key communities, plan various initiatives and co-ordinate the support activities.

Knowledge/Skill

Thorough knowledge of mechanical, electrical, civil and related equipment and working

knowledge of all other plant, equipment and utilities.

Energy & environment conservation techniques

Engineering inventory management & Capital Budgeting

Knowledge of Automated building management system, work request systems, fire

alarm and sprinkler systems etc.

Working knowledge of MS office, MS projects and Auto CAD preferable.

Knowledge of statutory compliance related to electrical fittings, boilers etc.

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5. SWOT ANALYSIS

STRENGTHS

The group has enormous power and strengths, which makes it the best and competitive,

some of them are:

- Taj Hotels Resorts and Palaces comprises 66 hotels in 42 locations across India

with an additional 16 international hotels in the Maldives, Malaysia, Australia, UK, USA,

Bhutan, Sri Lanka, Africa and the Middle East.

- Its effective and efficient management techniques and staff.

- Brand value of the group.

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WEAKNEES

TAJ hotels being such a big brand, has a lot of advantages but every big company faces

odds and so dose TAJ. some of its weakness.

-Its hard to maintain such a huge chain of subsidiaries and there and more chance

of mishaps in management.

-Its huge competitors within the city like GRT,Heritage,Fortune etc are also

providing with good facilities and thus it becomes a weakness.

-Its very costly compared to other hotels around the city.

OPPORTUNITIES

The group is poised strategically to take advantage of the following situations

-In the backdrop of a healthy economy having its positive fallouts on the tourism

sector leading to rapid growth in markets in India.

-Rapid expansion in both international and domestic destinations, with top of the

line luxury, leisure and business properties.

-Meeting growing demand in the budget and mid-market segments.

-Extending the product portfolio into related offerings, Ayurveda, yoga, ecotourism

and health spas.

THREATS

The threats identified by the group are related mainly to the markets in which the group

operates and general factors related to the tourism industry, significant among these are:

-Cheaper international airfares, increasing affordability of travel to international

destinations, especially south East Asia, Europe and Australia.

-Growing presence of international hospitality chains competing in the luxury and

business segments, to meet excess demand situation.

-Slowdown of international demand resulting in reduction of revenues.

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6.CONCLUSION

Organization such as hotels, restaurants and resorts concentrate on service and

customer satisfaction. It aims on fulfilling the customer requirements efficiently to increase

the business operations.

This organization study helps to know what role is played by the various departments

and how the process is going on, and to analyze the strategies followed by to increase the

customer and concentrate on tourists attention.

Therefore the study helps also in understanding real life situations in industrial

organizations and their related environments and accelerating the learning process of how

his / her knowledge could be used in a realistic way.

7. BIBLIOGRAPHY

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Hospitality training manual by Mr. Sudhir Andrews

www.tajhotels.com

www.hotelnewsresource.com
http://www.tajhotels.com/http://www.hotelnewsresource.com/http://www.tajhotels.com/http://www.hotelnewsresource.com/

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