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Human Resource Policies of TAJ

Taj Hotels, Resorts & Palaces

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Keshav Singh Rathore

Jhalak Agrawal

Mohit Verma

Sonu Sharma

Group Members

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What is Human Resource?

“Human resource is a term used for the personnel of a business or organization, regarded as a significant asset in terms of skills and abilities.”

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“Human resource policies (HR Policies) are formal rules and procedures that dictate how certain matters should be addressed in the workplace, including employee rights and duties. HR policies are tied to employment law.”

HR Policies

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Introduction to the Taj

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Founded by Jamshetji Nusserwanji TaTa and a Part of TATA Group.

Opened as Taj Palace at Colaba, Mumbai in December 16th 1903

Today it operates 76 hotels, 7 palaces, serviced apartment, 6 Private Islands & 12 resorts and spas.

Spanning to 52 destinations in 12 countries across 5 continents and employ over 13000 people.

Today it is a leading Brand & Hotel chain in Hospitality industry in India.

Taj Group of Hotels

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To get an Insight as to How HR works in a hotel industry? How HR Dept. Helps employees to grow & adapt to

diverse cultures that they have encounter in day to day job.

Employees have to face clients directly on 24 X 7 basis.Customer satisfaction is the key factor for hotel industry

which lies majorly in employees hands. So, employee is the key to success in Hotel Industry.

Thus, Employee satisfaction is the foremost goal.

Why Taj?

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Bitter History

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`India terrified due to series of attacks in Mumbai conducted by extremist Jihadi group Lashkar e Taiba of Pakistan. Hotel Taj was the prime focus of the terrorist and they captured the hotel for several days. The casualties were mostly Indian citizens,

 Hostages were taken during the attacks, and at least 167 people were killed, including many foreigners. although westerners carrying foreign passports were singled out.

 Indian commandos killed the gunmen barricaded in the hotel to end the three-day battle. At least 31 died at the Taj.

Material damage occurred, including the destruction of the hotel's roof in the hours following.

26/11/2008

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Gallantry Martyrs

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Training & Hiring Policies

360 Degree Feedback

ESTS

STARS

“Employees share a Deep connection & sense of Pride for being associated with the with the legend that is TAJ”

HR Policies in The Taj

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Supplying goods & services of high quality standards

Enhance shareholder value & comply with all regulations and laws that govern shareholder’s rights

Integrity of data or information

Equal-opportunities employee

No gifts or donations for the conduct of its business

Common Policies

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Partnered with NGOs to train underprivileged women housewives in hospitality, self grooming & house keeping.

The Taj, in association with ‘Paramparik kaarigar’ identifies the artisans and craftsmen across India.

Committed to prevent the wasteful use of natural resources and minimise any hazardous impact on environment.

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Recruitment & Selection

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• Selection of various depths likeCollection, security, housekeeping, Laundry,

Fooding etc. Is quite Strict & Difficult.

• The process of selection is as follows:

Application Form Written Examination Medical Examination Practical (Kitchen) Works Examination Internship

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Training & Development Policy

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18 Months Training – 6 months more than the industry standard

Believes That – “The employees can be trained much better Chefs or Waiters but they cannot be taught to be good individuals.”

Build Leaders – Each employee is given an authority to take the decisions pertaining to his works and this empowers them and help them in building a leader in all.

Train not just on the area of expertise – but to ensure the knowledge & skills of every necessary department

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360-Degree Feedback

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Employees, including the managers & Departmental heads are also evaluated by their immediate subordinates.

Counselled at a personal level & appraised of where they felt short of the expectations and how to go about it.

Guides & motivate all employees to channelize all their efforts towards the organisational goals.

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ESTS (Employee Satisfaction Tracking System)

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

Regularly looks into employees concern and strives to address them.

Forums for the employees to voice their recommendations or compliment their colleagues

Mandatory for the review committee to reply to the employees’ suggestions within 2 days or he shall be allotted “default points”.

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Customers of an organisations can be satisfied only when its employees are satisfies.

Recognising and rewarding employees who showcased excellent performance at their work.

Promoted successively to various levels. Employees were not just assured on their

performance but also on parameters like Honesty, trustworthiness, concern for the environment, team spirit, cooperation etc.

Apparitions from the customers also fetched points.

STARS Special Thanks And Recognition System)

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Taj Palace

Taj family considers every employee as an important family member.

Has a dedicated forums to raise recommendations and compliment peers.

Feedback is given not only by bosses or peers but also subordinates.

Leela Palace

Our brand our reputation, our focus on people &

commitment to excellence

Suggestions accepted only by customers.

Feedback only by seniors

ComparisonTaj v/s Leela Palace

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Taj Palace

Assessed not only on performance but also on personal qualities

Employees are encourages to take authority of the of the situation.

Leela Palace

Assessed on performance and on feedback by

customers.

Employees have to follow their seniors.

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Employees Retention Rates is highest among all its competitors.

Drives employees beyond their duties which was totally unexpected for them as was in 26/11attacks.

In 2002 Taj Group was conferred HERMES Award for its innovative HR practices.

With the implementations of STARS there was tremendous improvements in the service standards& also the customer satisfaction level.

Outcomes of these policies

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Seek Fresh recruit rather than lateral hires. Hire From small towns, semi urban areas, non

metro Recruit from High schools, Cluster 2 B. Schools,

rathe than collages or premier B schools. Induct Managers who seek a single-company

career and will be hands on. Focus more on hiring people with integrity &

devotion to duty than on acquiring those with talent & skills

Train Workers for 18 months not just 12.

What they do?

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