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One of the fastest growing sectors of the economy is the HOTEL INDUSTRY. The hotel industry alone is a multi-billion dollar and growing enterprise. It is exciting, never boring and offer unlimited opportunities. The hotel industry is diverse enough for people to work in different areas of interest and still be employed within the hotel industry. This trend is not just in India, but also globally. odern hotels provide refined services to their guests. The customers or guests are always right. This principle necessitated application of management principles in the hotel industry and the hotel professionals reali!ed the instrumentality of marketing principles in managing the hotel industry. The concept of total "uality management is found getting an important place in the marketing management of hotels. The emerging positive trend in the tourism industry indicates that hotel industry is like a reservoir from where the foreign exchange flows. This naturally draws our attention on #OT$% &'&($ $'T. %ike other industries, the hotel industry also needs to explore avenues for innovation, so that a fair blending of core and peripheral services is made possible. It is not to be forgotten that the leading hotel companies of the world have been intensifying research to enrich their peripheral services with the motto of adding additional attractions to their service mix. It is against this background that we find the service mix more flexible in nature. The recruitment and training programmes are re"uired to be developed in the face of technological sophistication. The leading hotel companies have been found promoting an ongoing training programme so that the personnel come to know about the use of sophisticated communication technologies.

Hotel :The Concept

&t the outset, we go through the concept of hotel. The common law says that hotel is a place where all who conduct, themselves properly and who being able and ready to pay for their entertainment, accommodation and other services including the boarding like a temporary home. It is home away from home where all the modern amenities and facilities are available on a payment basis. It is also considered to be a place where tourist stops, cease to be travellers and become customers.

Origin of the word Hotel)

*efore +,-. people used to go to inns for having their lunch, dinner etc .It was the place where families used to host their guest inns owner used to provide lodging and boarding facility service to their guest. To world /hostel) was used then it was called /hostelier) which means head of unit or the place. The 'orman people invented the word /hotel). The word /hotel) was originally in $ngland, officially from +,-.. The real growth of modern hotel was originated in /0.1.&) with opening of /2ity #otel) in 'ew 3ork in the year +4,5. This was the first building erected for the hotel purpose. This period also saw the beginning of chain operation under the guidance of $. .1T&T%$6. It involves big investment, big profits and trained professional to manage business.

Origin Of Hotel Indu tr!

The repreciation in +47. had a disaster effect in a hotel industry after the 8orld 8ar II and brought a tremendous up surge to hotel industry with continuous prosperity of hotel industry. ass travel is a modern phenomenon that emerged after 8orld 8ar II. ass tourism continues to grow as political freedom, economic wherewithal and social e"uality spread across the globe. 8ith the economic engine of development running at full steam, there was a growth in international travel and thereby growth in hotel industry. $stimates abound as to the importance and si!e of house keeping. 2ertainly, its economic contribution is critical to the global economy whether as a service to the business community.

"#c$ground of Hotel Indu tr!

9rior to the +4:.s, the Indian hotel industry was a nascent and slow growing industry primarily consisting of relatively static, single hotel companies. #owever, &sian games in +4:; and the subse"uent partial liberali!ation of the Indian economy generated tourism interest in India with significant benefits accruing to the hotel and tourism sector in terms of improved demand patterns. <ortunes of the hotel industry are tied to the fortunes of tourism and the general business climate in the country, which is why the economic liberali!ation initiatives implemented since +44+, led to a soaring demand and supply gap in the hotel industry.

%w#rding Of Cl#

&warding of class is done by the #6&22 in India. These are a few things listed down that are taken into consideration while awarding star category to any hotels.

'umber and types of rooms the hotel has $legant and comfortable surroundings 6ooms efficiency 2leanness and sanitation 1taff si!e and speciali!ation 6ange and level of services 'umber of 6estaurants *ars and *everage services 2oncierge services &ccessibility to entertainment &vailability of transportation 1pa and swimming pool facility 6eservation and referral services.


()*On the +# i of t#nd#rd :, %ike most of the countries in world, India also has hotels
divided in different categories depending on their location, facilities, infrastructure and amenities provided. &ll the star hotels in India are government approved with continuous control on the "uality of services offered.

'i-e St#r Hotel :,The most luxurious and conveniently located hotels in India are grouped under <ive 1tar =eluxe #otel categories. <ive 1tar =eluxe in India are globally competitive in the "uality of service provided, facilities offered and accommodation option. These are top of the line hotels located mostly in big cities. These hotels provide all the modern facilities for accommodation and recreation matching international standards in hospitality. In such type of hotel #6 department are established separately and to execute and to follow the concept of #6 strictly, #6 professional are hired.

'our St#r Hotel :, <our 1tar #otels provide all the modern amenities to the travelers with a limited budget. >uality of services is almost as high as the five stars and above categories. These kinds of hotels are there for the travelers with limited budget or for the places which might not get the tourist traffic associated with larger cities. In such type of hotel concept of #6 is more or less followed.

Three St#r Hotel :,These are mainly economy class hotels located in the bigger and smaller cities and catering to the needs of budget travelers. %esser in amenities and facilities, these hotels are value for money and gives good accommodation and related services on the reduced price.

1ervices would be stripped down version of higher categories of hotels but sufficient to fulfill customer basic needs. In such type of hotel concept of #6 may or may not be present. If present all functions of #6= is curtailed.

Two St#r Hotel :,These hotels are most available in the small cities and in particular areas of larger cities. 2atering to the backpacker tourist traffic, these hotels provide all the basic facilities needed for general accommodation and offers lowest prices. In this type of hotel concept of #6 is absent.

One St#r Hotel :, The hotels with most basic facilities, small number of rooms locations in the far flung areas are grouped under One 1tar #otel category. These hotels are best when customer is looking for cheapest available accommodation option. In this type of hotel concept of #6 is alien words.

(.*/On the +# i of N#ture:,

Herit#ge Hotel :,#eritage hotels in India are best if one is looking for sheer elegance, luxury and loyal treatment. They are not just another accommodation options but tourist attractions in themselves. $x"uisitely designed and decorated, meticulously preserved, high standards of service and ethnic cultural motifs helps the tourists get the complete experience of an India.

"e#ch Re ort Hotel :,9eninsular India bounded by &rabian 1ea, *ay of *engal, Indian Ocean and the two emerald archipelagos of %akshwadeep and &ndaman and 'icobar have a long coast line of around ,?.. km, offering an ama!ing array of beaches, some popular, some not so well known. Thus location of resort is the basic point of attraction for tourists.

0ild Re ort Hotel :,& wildlife tour is incomplete if one does not actually live in a forest for a few days. It means living in a rest house or a tent the midst of the dense wilderness and waking up to the twittering of birds.

&o-ern1ent %ppro-ed Hotel :,These are the hotels, which might not have applied for star categori!ation or small enough to find them in the list. off places. any of the wildlife resorts, lodges and hostels are government approved providing a minimum level of accommodation facilities at far

Re identi#l Hotel :,The residential hotels work as apartment house. Often we call them apartment hotels. The hotels charge rent on monthly, half yearly, or yearly basis. They are generally located in big cities and towns where no meals are served to the customers. Initially, the residential hotels were developed in the 01&. The services offered here are comparable to an average well managed home.

Co11erci#l Hotel :,The commercial hotels are meant for the people who visit a place of trade and commerce or business purposes and therefore these hotels are found located at the commercial or industrial centers. They focus their attention on individual travelers and are generally run by owners.

'lo#ting Hotel :,The floating hotels are located on the water surface. The places are sea, river, and lake. These hotels provide with all the facilities and services made available in a good hotel. In the leading tourist generating countries of the world we find the practice of using old luxury ships as floating hotels.


In marketing hotel services, it is important to know about the different types of users availing the services with diverse aims and objectives. This would ease the task of marketers specially while studying the behavioural profile. The following is the classification of different categories of domestic and foreign users.

DO2ESTIC 9ilgrims 1tudents Officials <ilmstars

'OREI&N 9olitical representatives Trade representatives $ducationists Tourists,sportsmen


1ome of the careers opportunities in the hotel industry are as follows@ The indu tr! offer 1ore c#reer option th#n 1o t @ - 'o matter what kind of work we enjoy and wherever our aptitudes lie, there is a segment of the industry that can use ours talents. The wor$ i -#ried: - *ecause hotels and restaurants are complete production, distribution and service units, and managers are involved in a broad array of activities. There #re 1#n! opportunitie to +e cre#ti-e: - #otels and restaurants managers might design new products to meet their needs of their guestsA produce training programs for employeesA or implement challenging advertising, sales promotions and marketing plans. Ho pit#lit! 4o+ #re not nine,to,fi-e 4o+ : - #ours are highly flexible in many positions. any more opportunities are waiting in a "ueue. 8ith these the role of #6 is drastically change. Its fields of operation in todayBs world knew no boundary. $ach day it is confronted with new challenges in new division of hotels. Therefore before knowing the role of #6 it is essentials to know different department of the hotels as well their functions.




The departments are classified on accounts of its function. They are as follows@-

Core 'unctioning Dep#rt1ent:,

'ood #nd "e-er#ge ('5D* Dep#rt1ent:,< C * deals mainly with food and beverage service allied activities. =ifferent divisions are there in < C * like 6estaurants, 1peciality 6estaurants, 2offee 1hop D;5 hrs.E, *ar, *an"uets, 6oom service etc. &part from that they have 0tility services D2leaningE. 'ront Office Dep#rt1ent:, The front office is the command post for processing reservations, registering guests, settling guest accounts DcashieringE, and checking out guests. <ront desk agents also handle the distribution of guestroom keys and mail, messages or other information for guests. The most visible part of the front office area is of course the front desk. The front desk can be a counter or, in some luxury hotels, an actual desk where a guest can sit down and register. Hou e$eeping Dep#rt1ent:,. #ousekeeping is responsible for cleaning the hotel s guestrooms and public areas. This department has the largest staff, consisting of an assistant housekeeper, room inspectors, room attendants, a house person crew, linen room attendants and personnel in charge of employee uniforms. They may also have their own laundry and valet service 'ood 3roduction Dep#rt1ent:,<ood production deals with the preparations of food items. It basically engaged in preparing those dish, which are ordered by the guest and afterwards is catered by the <C* department. 2uisine like Indian, 2ontinental, Thai, Italian, Fonkani D2oastal 1ea <oodE, 1outh Indian, 2hinese, cuisine. exican, etc. =ifferent 2hefs are appointed for the specialty


Support Dep#rt1ent (co t center *:,

2#r$eting 5 Selling Dep#rt1ent:,1ales and marketing has become one of the most vital functions of the hotel business and an integral part of modern hotel management. It includes packaging for selling, sales promotion, advertising and public relations. Engineering #nd 2#inten#nce Dep#rt1ent:, This department provides on the day-to-day basis the utility services, electricity, hot water, steams, air-conditioning and other services and is responsible for repair and maintenance of the e"uipment, furniture and fixtures in the hotel. The cleaning, up-keep, repair, replacement, installation and maintenance of property and its furnishing, machinery and e"uipment are the joint responsibilities of $ngineeringG aintenance and the #ousekeeping =epartment. 'in#nce6 %ccounting #nd Control Dep#rt1ent:,& hotelBs accounting department is responsible for keeping track of the many business transactions that occur in the hotel.. 8hereas the control department is concern with cost control guidelines by way of reducing in investment, reduction in operating cost, control of food service costs, control of beverage costs, labour cost control, etc. S#fet! #nd Securit! Dep#rt1ent:,The security of guests, employees, personal property and the hotel itself is an overriding concern for todayBs hoteliers. #owever, today such violent crimes as murder and rape have become a problem for some hotels. 0nfortunately, crime rates in most majorBs cities are rising. #ence today security department also concentrate on these additional criminal activities too. %d1ini tr#tion Dep#rt1ent:,Top organi!ational members usually supervise the

&dministration =epartment in a hotel. This department is responsible for all the work connected with administration, personnel, manpower, employeeBs welfare, medical, health and security. Hu1#n Re ource De-elop1ent:,This department has newly taken step in hotel industry and within a short span of time it has become a very important part of the organi!ation. It plays the role of facilitator between the bargainable cadre and non-bargainablecadre.



THE T%7 3RO'ILE CO23%NY INTRODUCTION The Indian #otels 2ompany %imited DI#2%E and its subsidiaries are collectively known as Taj #otels 6esorts and 9alaces and is recognised as one of &siaHs largest and finest hotel company. Incorporated by the founder of the Tata (roup, first property, The Taj hospitality, completed its centenary year in ;..7. Taj #otels 6esorts and 9alaces comprises 47 hotels in ?? locations across India with an additional +- international hotels in the %anka, &frica and the iddle $ast. aldives, alaysia, &ustralia, 0F, 01&, *hutan, 1ri r. Iamsetji '. Tata, the company opened its ahal 9alace #otel, *ombay in +4.7. The Taj, a symbol of Indian

1panning 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. I#2% operate in the luxury, premium, mid-market and value segments of the market through the following@ T#4 Dluxury full-service hotels, resorts and palacesE is our flagship brand for the worldHs most discerning travelers seeking authentic experiences given that luxury is a way of life to which they are accustomed. 1panning world-renowned landmarks, modern business hotels, idyllic beach resorts, authentic 6ajput palaces and rustic safari lodges, each Taj hotel reinterprets the tradition of hospitality in a refreshingly modern way to create uni"ue experiences and lifelong memories. Taj also encompasses a uni"ue set of iconic properties rooted in history and tradition that deliver truly unforgettable experiences. & 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 uni"ue e"uity of its iconic properties that are authentic, non- replicable with great potential to create memories and stories. T#4 E8otic# 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 centered 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 1pa sanctuaries. T#4 S#f#ri are wildlife lodges that allow travelers to experience the unparalleled beauty of the Indian jungle amidst luxurious surroundings. They offer IndiaHs first and only wildlife luxury lodge circuit. Taj 1afaris provide guests with the ultimate, interpretive, wild life experience based on a proven sustainable ecotourism model. 9i-#nt# +! T#4 Hotel 5 Re ort 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. 1tylish C sophisticated, Jivanta by Taj delivers premium hotel experiences with imagination, energy C efficiency. ItHs the flavour of contemporary luxury, laced with cool informality and the charming Taj hospitality. 2reated for the cosmopolitan global traveller and bon vivant, Jivanta by Taj #otels C 6esorts create experiences that will amuse, invigorate C inspire you. Jivanta revels in a spirit that presents the normal with an unexpected twist. $xperiences which make you pause C appreciate the hidden beauty in lifeK It challenges your expectations of a hotel and unfolds multiple layers of delight. Innovative cuisine concepts, the smart use of technology C the challenge to constantly engage, energi!e and relax you all add up to make Jivanta by Taj the new signature in hospitality. The &#tew#! Hotel Dupscale/mid-market full service hotels and resortsE is a pan-India network of hotels and resorts that offers business and leisure travelers a hotel designed, keeping the modern nomad in mind. &t the (ateway #otel, we believe in keeping things simple. This is why, our hotels are divided into , simple !ones- 1tay, #angout, $xplore. &s travel often means more hassle than harmony, more stress than satisfaction, modern travelers are looking for smarter choices. =riven by our passion for perfection, we welcome our customers to a refreshingly enjoyable and hassle-free experience, anytime, everywhere. Offering the highest consistency in "uality, 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. &nd through our unrivalled network we provide service that is effortless, simple, never overwhelming, always warm.

eet, 8ork, 8orkout, 0nwind and

&inger Deconomy hotels) is I#2%Hs revolutionary concept in hospitality for the value segment. Intelligently designed facilities, consistency and affordability are hallmarks of this brand targeted at travelers who value simplicity and self-service. Taj #otels 6esorts and 9alaces 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 iddle $ast and &frica, serviced apartments in the 0F, the first hotel in &ustralia and three a top-end luxury hotels in the 01. Throughout the 2ompanyHs 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 "uality hotels and its excellence in business facilities, services, cuisine and interiors. The Taj strengthened its presence in the Indian Ocean rim with the $xotica *rand. The Taj $xotica was evolved as part of Taj #otels 6esorts and 9alaces intent to position it as a brand that is clearly differentiated by its product philosophy and service design. The Taj $xotica 6esort and 1pa, in aldives is centered on high-end accommodation, intimacy and an environment that allows its guestHs unrivalled comfort and privacy. Taj #otels further expanded its global footprint by securing management contracts at 9alm Island, Iumeirah in =ubai, 1araya Islands in 6as &l Fhaimah, &ldar (roup in &bu =habi, 0&$ %angkawi in *lue, 1ydney. The presence of Taj #otels 6esorts and 9alaces internationally has been developed through a network of Taj regional sales and 96 offices in the 0nited Fingdom, <rance, (ermany, Italy, =ubai, 1ingapore, &ustralia, Iapan, 6ussia and the 0nited 1tates of &merica. &t the Taj #otels 6esorts and 9alaces luxurious living and fine dining find common ground. 8hether it is introducing exotic world cuisines to India or taking authentic Indian fare to the world, the Taj #otels 6esorts and 9alaces is renowned for the eclectic culinary experiences it brings to its guests. Through a vast repertoire of award-winning restaurants, legendary recipes

alaysia and Thimpu in *hutan. The most significant additions to the portfolio

have been The 9ierre, the iconic landmark hotel on 'ew 3orkHs <ifth &venue, Taj *oston and

from royal kitchens and celebrated food festivals, the Taj has pioneered innovation in fine dining across the world. Taj #otels also promise a whole new experience of tran"uillity and total HwellnessH, through 7i-# Sp# a uni"ue concept, which brings together the wisdom and heritage of the &sian and Indian 9hilosophy of 8ellness and 8ell-being. 6ooted in ancient Indian healing knowledge, Iiva 1pas derive inspiration and spirit from the holistic concept of living. There is a rich basket of fresh and uni"ue experiences under the Iiva 1pa umbrella of offering, 3oga and editation, mastered and disseminated by accomplished practitioners, authentic &yurveda, and uni"ue Taj signature treatments. 6oyal traditions of wellness in service experiences, holistic treatments involving body therapies, enlivening and meaningful rituals and ceremonies and uni"ue natural products blended by hand, come together to offer a truly calming experience. I#2% operates T#4 %ir, a luxury private jet operation with state-of-the-art <alcon ;... aircrafts designed by =assault &viation, <ranceA and Taj 3achts, two 7-bedroom luxury yachts which can be used by guests in umbai and Fochi, in Ferala.

I#2% also operates T#4 S%TS %ir C#tering Ltd/ , the largest airline catering service in 1outh &sia, as a joint venture with 1&T1 Dformerly known as 1ingapore &irport Terminal 1ervicesE. &dditionally, it operates the Indi#n In titute of Hotel 2#n#ge1ent6 %ur#ng#+#d since +447. The institute offers a <our-year diploma, designed with the help of international faculty and has affiliations with several &merican and $uropean programmes. COR3OR%TE SUST%IN%"ILITY %ND SOCI%L RES3ONS"ILITY &s a part of TatasA IndiaHs premier business houseA weA at Taj #otels, 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 recogni!e that responsible practices in vogue are as diverse as the geographies. 8e promote corporate citi!enship 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. 8e encourage training and development of differently abled youth.

8e at Taj have the uni"ue scope and opportunity to develop raw potential into a skilled workforce that is immediately employable by various players in the industry. & majority of our community projects are focused around extending our key strengths in food production, kitchen management, housekeeping, customer service and spas to promote economic empowerment of candidates from vulnerable socio-economic backgrounds. 8e 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 L2ommunication on 9rogress ;.++-+;L Ddownlo#d#+le fro1 hereE is an update on the impact of various initiatives undertaken by our company in social C environmental fronts. This year again our report has received an H&MH rating, by external assurance provider - F9 ( for the 7rd consecutive year, further propelling us to rededicate our commitment to the 1ustainability journey. 8e believe in continuous learning and sharing and would be delighted to have your thoughts and suggestions. E%RTH In an endeavour to reinstate its vision and efforts to boost sustainable tourism, Taj #otels 6esorts and 9alaces presented $&6T# D$nvironment &wareness C 6enewal at Taj #otelsE this year. Implementing schemes such as the (angroti (lacier 2lean-0p $xpedition, as well as designated $arth rooms, which minimise environmental impact, Taj is one of &siaHs largest group of hotels to commit to energy conservation and environmental management. $&6T# has received certification from (reen (lobe, the only worldwide environmental certification program for travel and tourism. The Taj began a century ago with a single landmark - The Taj ahal 9alace #otel, umbai.

Today, the various Taj hotels, in all their variety and historical richness, are recognised internationally as the symbols of true Indian hospitality. The 2ompanyHs history is integral to IndiaHs emergence into the global business and leisure travel communityA and looking to the future, Taj #otels 6esorts and 9alaces is well positioned to meet the increase in travel activity with the rapid expansion of the Indian economy.


%0%RDS Taj #otels is internationally acclaimed for its excellence in providing the finest and most uni"ue hospitality experiences. The 2orporate and #otel awards can be viewed by Type and G or %ocation from the drop down boxes on the left. Corpor#te %w#rd

&lo+#l %w#rd %ugu t The Taj (roup of #otels was conferred the 2onde 'ast Traveler 01& 8orld 1avers .:); &ward ;.+7 for 9overty 6elief. The award recognises travel companies exhibiting excellence in social and environmental responsibility. %ugu t *anjaar Tola, the Taj 1afari lodge in Fanha 'ational 9ark was conferred the award for .:); 7ul! .:); ost Innovative (uest $xperience at the Jirtuoso *est of *est &wards ;.+7. 0maid *hawan 9alace, Iodhpur ranked no. ++ on the list of LTop 6esorts in &siaL and no. +5 on the list of LTop ?. #otels in the 8orldL in the Travel M %eisure 8orldHs *est &wards ;.+7. It received a score of 4?.77. Jiew all (lobal 2orporate &wards N#tion#l (Indi#n* %w#rd %pril .:); %pril .:); %pril .:); Taj <alaknuma 9alace, #yderabad was named the *est #eritage #otel in India at the TM% IndiaHs *est &wards ;.+7. 8asabi by orimoto at the Taj ahal 9alace, umbai was named the *est #otel

6estaurant at the TM% IndiaHs *est &wards ;.+7. The Iiva 1pa at Taj $xotica (oa was named the *est =estination 1pa in India at the TM% IndiaHs *est &wards ;.+7.

Jiew all 'ational 2orporate &wards


Region#l %w#rd .:); The Taj ahal #otel, 'ew =elhi has been awarded the ;.+7 certificate of $xcellence by

Tripadvisor .:): Taj 9alace #otel rated the *est 2ity #otel =elhi at TT( &sia awards ;.+. in 1ingapore No- &ll the leading executive chefs of *angalore were invited to participate in the event, the .:): judges were 2hef, <ood criti"ue, and entrepreneur food criti"ue, and renowned sommelier 1elvaraju, Jivanta by Taj s. Faren &nand and '=TJ (ood agandeep singh. &ll chefs were asked to make

innovative course wise dishes on the spot in a specific time frame. 2hef 6amasamy ( 6oad won the ;nd place.

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R%2"%&H 3%L%CE

8alk from room to room amongst rich textures, opulent furnishings and ex"uisite objects dBart. 1tep out into expansive, ornamental gardens arranged in brilliant symmetry. 6etire to rooms that were once the sanctuaries of kings, princes and their guests. 6ambagh 9alace exudes an unmistakable sense of history. ItBs an architectural masterpiece that transcends time. 6e"uest the legendary 9eacock suite, which overlooks the the ughal Terrace and the garden where

aharaja used to celebrate L#oli,L the festival of color and lights. 1tage an evening of high ahal, formerly the palace ballroom. $njoy a royal, feast and lounging under a star-

romance in a private tent, illuminated only by torchlight. Indulge in a stately dining at the gilded 1uvarna speckled sky. 9lay 9olo as the kings played it, or at a more leisurely pace on elephant back. 8ind up the dayBs activities in the sophisticated charm of the legendary 9olo *ar. 6ambagh 9alace allows guest to partake of a wealth of experiences that resound with the memories, luxuries and extravagances of a bygone era that luckily, has not entirely disappeared.


ROO2S 5 SUITES 6ambagh 9alace offers ,4 rooms and stunningly restored suites, which were the chambers of the former aharaja. 0se of rich fabrics and silk drapes draw from the colourful art and warm hues of the state of 6ajasthan. %uxury C 9alace 6ooms N #istorical 1uites N 6oyal 1uites N (rand 6oyal 1uites

(rand 9residential 1uites


HOTEL %DDRESS *hawani Iaipur 6ajasthan, India Telephone@ M4+ +5+ ;;++4+4 N <acsimile@ M4+ +5+ ;7:?.4: $mail 0s 1ingh 7.; 6oad ..?

ONCE U3ON % TI2E <rom the home of the "ueenBs favourite handmaiden, to royal guesthouse and hunting lodge, and later as the residence of the aharaja, this OIewel of IaipurB has stepped gracefully through many royal transitions. The finest traditions of 6ajput hospitality pour out of its every brick and cornice. Its elegant rooms, marbled corridors and majestic gardens echo with history, and every corner has a story to tell.

6ambagh 9alace is a living legend in Iaipur. *uilt in +:7? on a modest scale for the "ueenBs favourite handmaiden Fesar *adaran, and later refurbished as a royal guesthouse and hunting lodge, the mansion was renamed 6ambagh, after the then reigning II. #is grandson, prince 1awai an 1ingh II, was brought here on his accession in +4+.. In those aharaja 1awai 6am 1ingh

years princely living entailed having a school for the prince within the premises, so a private school was set up for a few chosen sons of aristocracy, to escape the confines of the city palace.


an 1ingh II later went to $ngland to finish his studies. 8hile at the 6oyal


&cademy at 8oolwich in $ngland, he often dreamt of making 6ambagh his official residence. On his return he began actuali!ing his dream by converting 6ambagh into the magnificent palace it is today, drawing inspiration from permanent residence of the that featured in 9eter ughal and 6ajasthani styles of architecture. #is majestic expansions transformed the palace into its glory of today. In +4;?, 6ambagh 9alace became the aharaja of Iaipur. The pride of the palace was the sprawling garden 2oatBs O ost *eautiful (ardens of the 8orldB.

In +47+, the Imperial (overnment conferred upon the maharaja his full powers. &fter two heirless generations, the maharajaBs two wives sent the kingdom into ecstasy when they gave birth to two sons and a daughter between them. &fter becoming the toast of $nglish high society with his good looks, charm, wealth, polo prowess and beautiful family, the charismatic maharaja returned to India in +477 and took up residence with his family in 6ambagh. The palace was transformed into a beehive of fun, life laughter and vibrant activity. &ll presided over by aharaja 1awai an 1ingh II and run smoothly by his right hand men. LThe thirties were undoubtedly the glorious, golden years of 6ambaghL, reminisces 6ajmata (ayatri =evi, the aharaBs ethereal wife, named the most beautiful woman in the world by Jogue maga!ine in +45.. &s the war loomed and many officers were called away on duty, she took over the running of the household. 8ith her gracious hospitality, she entertained Jiceroys, %ords, %adies, polo players, officers and artists.

In +45,, India declared her independence, the princely states were merged with the 0nion of India and the aharaja of Iaipur was appointed the 6ajpramukh of the state of 6ajasthan. aharajaBs reign. The fact that he was no longer the ruler 6ambagh 9alace became the 6aj *havan or (overnment #ouse. The next year, the state celebrated the 1ilver Iubilee of the dignitaries, including the stopped nobody from celebrating with great gusto. The palace was flooded with visiting ountbattens and fourteen maharajas and their families. The last of the IndiaBs princely celebrations was held when the only daughter of the family wedded the heirapparent of *aria. The two-week extravagan!a still stands in the (uinness *ook of 6ecords today as the worldBs most expensive wedding. *ut the grand 6ambagh 9alace still had more celebrating to do. well as aharani (ayatri =evi gave birth to distinguished guests

aharajkumar Iagat 1ingh in +454 to poured into the palace.

complete the family. & public holiday was declared and well wishers from all walks of life, as more

6ambagh remained the home of IaipurBs 6oyalty until +4?,, when it was first converted into an upscale hotel that they continued to manage. In +4,;, with its legacy of hospitality, Taj #otels 6esorts and 9alaces was the perfect choice to carry on the royal tradition of the luxurious 6ambagh 9alace. Over the years 6ambagh has played gracious host to several illustrious guests, such as %ord %ouis ountbatten, Dwho gave his name to a suiteE, 9rince 2harles, Iac"ueline Fennedy and many other luminaries.

REL%A %ND UN0IND Our honoured guests find themselves "uickly immersed in the beauty of this refined and thoughtfully restored palace. $ach richly renovated room has opulent interiors with uni"ue themes, hand painted motif work on the walls, regal four-poster beds, walk-in wardrobes and luxurious bathrooms to provide a distinct experience befitting royalty.

Impressive bathroom fixtures are accompanied by lavish personal care essentials. 8i-fi and dual line phones keep guests easily connected to the world outside, while a private bar, satellite TJ and =J= offer endless entertainment on the spot. $xtensive in-room dining menu allows guests to feast in the privacy their own "uarters. $very aspect of your stay will be as warm and regal as your surroundings.


SELECT YOUR IDE%L %CCO22OD%TION LUAURY ROO2S These rooms grace the top floor of 6ambagh 9alace. & retreat unto themselves, each %uxury 6oom has been designed in a traditional manner. 1everal of the %uxury 6ooms overlook the gardens. LUAURY ROO2 %2ENITIES

7?. s"uare feet ix of bed types Turndown service 2TJG %2= TJ G =J= 9layer G 2= player on re"uest #air dryer and tea coffee maker available #igh-speed wi-fi Internet access is available on chargeable basis <acsimile available in business center 9rivate *ar In-room safe, not laptop si!e 1ewing kit on re"uest ;5-hour in-room dining #ousekeeping service every ;5 hours

2hoice of smoking and non smoking rooms =aily morning newspaper delivery

3%L%CE ROO2S & retreat for the senses, rich in terms of textures and colors, each 9alace 6oom has been redesigned for comfort. & four-poster bed, walk-in wardrobes, and a spacious bathroom cocoon guests into the palatial experience. $very room is e"uipped with large %2= TJs, in-room safe, teaGcoffee maker and private bar. 3%L%CE ROO2 %2ENITIES

?.. to ??. s"uare feet ix of bed types Turndown service %2= TJ G =J= 9layer G 2= player on re"uest *ath butler or bath services available #air dryer and tea coffee maker available 1uit, skirt and padded hangers #igh-speed wi-fi Internet access is available on chargeable basis =ual line telephones with voicemail =esk

<acsimile available in business center 9rivate *ar In-room safe, not laptop si!e 1ewing kit on re"uest ;5-hour in-room dining #ousekeeping service every ;5 hours 2hoice of smoking and non smoking rooms =aily morning newspaper delivery

%T YOUR SER9ICE $nter the pristine, white, marble lobby for an effusive welcome with a shower of petals and a garland of flowers. %ife si!ed portraits of Iaipur 6oyals ga!e down and palace butlers stand at attention nearby, anticipating every need and ensuring that you are treated like a personal guest of the aharaja.

Our palace butlers are trained as knowledgeable hosts, taking care of royalty. They can arrange unforgettable palace experiences, from a walk through the gardens with champagne served at the polo bar, to uni"ue dining experiences in different parts of the palace, or to vintage car drives through the city. &nything you desire will be tailor made into a personalised guest experience.



INSIDE THE HOTEL $very part of the palace offers a new view, experience or opportunity for princely leisure.

OUTSIDE THE HOTEL The palace can arrange a guided tour of palace grounds and nearby locales to show you the finest our kingdom has to offer.

DININ& EA3ERIENCES =inner is served - wherever you wish. <rom your terrace to our gardens or our ex"uisite dining rooms, our chefs delight in catering to those who treat dining as an art. ore

"USINESS EA3ERIENCES #old court in our grand ornate halls and sprawling ground all accompanied by ex"uisite cuisine, impeccable service and enthralling entertainment.

RE7U9EN%TIN& EA3ERIENCES $xperience Iiva 1pa, dip into our indoor swimming pool or have an invigorating workout in the fitness centre.

9%&' & <%&8%$11 $J$'T $J$63 TI

2EETIN&S 5 CON'ERENCES 6ambagh 9alace venues can accommodate 7.. to +... attendees

SOCI%L OCC%SIONS <or entertaining in grand style, we have several spectacular themes that can be tailored to your celebration.

0EDDIN&S & regal palace is the "uintessential setting for this most special of days.

9ENUES <rom our grand, high-ceilinged halls to our spacious, manicured lawns, we have the right event space for absolutely any occasion.

C%TERIN& Our royal butlers, chefs and attentive event staff assist in creating the right cuisine for each and every moment of your stay. The R#1+#gh 3#l#ce


D<ront Jiew of the #otelE .4 Fms. from &irport +.? Fms. from 6ailway station ;.. Fms. from 2ity 2entre &rchitect @ 6ajinder Fumar and &ssociates Interior =esigner@ 9rakash Total no. of rooms@ ;+: ankar


Iob 1atisfaction has been defined as a pleasurable emotional state resulting from the appraisal of oneBs job, an affective reaction to oneBs job and an attitude towards oneBs job.

Iob 1atisfaction in an important indicator of working life "uality. It can be influenced by a variety of factors, including the "uality of relationship with superiors and colleagues, the degree of fulfilment at work and prospects for promotion. 1atisfied employees tend to be more productive, creative, loyal, innovative and flexible.

<or the organi!ation, job satisfaction of its workers means a work force that is motivated and committed to high "uality performance. Tangible ways in which job satisfaction benefits the organi!ation include reduction in complaints and grievances, absenteeism, turnover, and terminationA as well as improved punctuality and worker morale.

The concept of job satisfaction, though of considerably recent origin, is closely linked to motivation in the workplace and is a casual factor in improved performance in the workplace.


Iob 1atisfaction describes how content an individual is with his or her job. The happier people are within their job, the more satisfied they are said to be. Iob 1atisfaction is not the same as motivation, although it is clearly linked. Iob design aims to enhance job satisfaction and performance with methods including job rotation, job enlargement and job enrichment. Other influences on satisfaction include the management the management style and culture, employee involvement, empowerment and autonomous work groups. Iob satisfaction is a very important attribute which is fre"uently measured by organisations.


Deter1in#nt of 7o+ S#ti f#ction

&ccording to %+r#h#1/ % There are two types of variables that determine the work 1atisfaction of an individual, they are +. Organi!ational variables and ;. 9ersonal variables ()* Org#ni@#tion#l 9#ri#+le :, Occup#tion#l le-el:The higher the level of the work, the greater the 1atisfaction of the individuals. This is because higher level of work carry greater prestige and self control. 9eople at higher level work find most of their needs satisfied than when they are in lower level ones.

0or$ content:,The extent to which work provides the individual with interesting tasks, opportunities for learning, and the chance to accept responsibility will increase work satisfaction.

Con ider#+le Le#der hip:,9eople like to be treated with consideration. #ence considerable leadership results in higher work satisfaction than inconsiderable leadership.

3#! 5 3ro1otion#l Opportunitie :,&ll the other things being e"ual these variables are positively related to work satisfaction.

Inter#ction in the 0or$ &roup:,8ork 1atisfaction will result if interaction is most satisfying i. e, when

It results in recognition that other personBs attitudes are similar to Ones own.

It facilitates the achievement of goals.


(.*/ 3er on#l 9#ri#+le :,<or some people, it appears most jobs will be dissatisfying
irrespective of the organi!ational conditions involved, where as for others, most work will satisfying, personal variables like age, educational level, sex etc., are responsible for this difference.

%ge:, (enerally there is a positive relation between the two variables upto the pre-retirement years and then there is a sharp decrease in satisfaction. &n individual aspires for better and more prestigious work in later years of his life. <inding hi channels for advancement blocked his satisfaction declines.

Educ#tion#l Le-el:,The higher the education, the higher the reference group which the individual looks for guidance to educate his job rewards.

Role 3erception:, =ifferent individuals hold different perceptions about their role that is the kind of activities and behaviours. They should engage in performing their job successfully. The more accurate the role perception of an individual the greater is satisfaction.

&ender:,There is yet no consistent evidence as to whether women are most satisfied with their jobs than men, holding such factors as work and occupational constant. One might predict this to be the case, considering the generally lower occupational aspirations of women.




1everal job elements contribute to job satisfaction. The most important among them are wage structure, nature of work, promotion chances, "uality of supervision, work group, working conditions.

0#ge :,8ages play a significant role in influencing job satisfaction. This is because of two
reasons. <irst, money is an important instrument in fulfilling ones needs and two employees often see pay as a reflection of management concern for them.$mployees want pay system, which is simple, fair and in line with their expectation.

N#ture of wor$:, ost employees have intellectual challenges on job. They tend to prefer
being, given opportunities to their skills and abilities and being offered a variety of tasks, freedom and feedback on how well they are doing. These characteristics make jobs mentally challenging. Iobs that have little challenges create boredom.

3ro1otion :,9romotional opportunities affect job satisfaction considerably. The desire for
promotion is generally strong among employees as it involves change in job content, pay responsibility, independence status and like.

Super-i ion:,There

is a positive

relationship between

the "uality of supervision and

job satisfaction. 1upervisors who establish a supportive personal relationship with subordinates and take as personal interest in them contribute to their employeeBs satisfaction. 0or$ group:-The work group does serve as a source of satisfaction to individual, employees. It does so primarily by providing group members with opportunities for interaction with each other. The work group is even stronger source of satisfaction when members have similar attitudes and values. 0or$ing condition :,8ork conditions that are comparative with an employees physical comfort and that facilitate doing a good job contribute to good job.




%ffect Theor!: &ccording to this theory satisfaction is determined by a discrepancy

between what one wants in a job and what one has in a job. <urther, the theory states that how much one values a given facet of work. 8hen a person values a particular facet of a job, hisGher satisfaction is greatly impacted more positively Dwhen expectations are metE or negatively Dwhen expectations are not metE, compared to one who does not value that facet.

Di po ition#l Theor!: It is a general theory that suggests that people have innate

disposition that cause them to have tendencies towards a certain level of satisfaction, regardless of oneBs job. This approach became a notable explanation of job satisfaction in light of evidence that job satisfaction tends to be stable over time and across careers and jobs. 6esearch also indicates that identical twins have similar levels of job satisfaction.

Two '#ctor Theor!: <redrick #er!bergBs Two <actor Theory also known as


#ygiene theory attempts to explain satisfaction and motivation in workplace. This theory states that satisfaction and dissatisfaction are driven by different factors- motivation and hygiene, respectively. otivating factors are those aspects of the job that make people want to perform, and provide people with satisfaction. These factors are considered to be intrinsic to the job, or the work carried out. #ygiene factors include aspects of the working environment such as pay, company policies, supervisory practices and other working conditions.

7o+ Ch#r#cteri tic 2odel: This model is widely used as a framework to study how

particular job characteristics impact on job outcomes, including job satisfaction. The model states that there are five core job characteristics Dskill variety, task identity, task significance, autonomy and feedbackE which impact three critical psychological states, in turn influencing work outcomes.




Title of the tud!@ & study on /&ssessment of Iob 1atisfaction level among the employees)
with special reference to 1heraton 6ajputana 9alace,Iaipur.

Dur#tion of the pro4ect@The duration of the project was 5? days. O+4ecti-e of the tud!: The objective of the study is classified into primary and secondary
objectives as they are follows. 3ri1#r! o+4ecti-e:, The primary objective of this study is to study the job satisfaction level of employees and to suggest measures, which might help the organi!ation in improving the /job satisfaction level) among the employees.

Second#r! o+4ecti-e :, To understand the level of employee satisfaction and factors which make the employees desirable in the hotel industry with respect to company policies, working conditions and other factors.

To find out the satisfaction level regarding the compensation plans.

To analy!e employee loyalty towards company and to understand the commitment of management towards employees, in terms of trust empowerment etc.

To evaluate the alternative preferences of employees.


To analyse the performance of #otel 6ajputana 1heraton employees.

To study the areas of improvement C give suggestions for future improvement .

T!pe of re e#rch:,
6esearch in simple term means Oa search for knowledgeB. It can also be defined as /a scientific and systematic search for pertinent information on a specific topic). OR /1ystemati!ed effort to gain new knowledge). There are 7 types, they are@ +. $xploratory ;. =escriptive 7. &nalytical or $xplanatory

E8plor#tor! @-This is conducted when there are few or no earlier studies to which references can be made for information.

De cripti-e@-It is used to identify and obtain information on the characterstics of a particular issue.


E8pl#n#tor!@-The research goes beyond merely describing the characterstics ,to analyse and explain why or how something is happening.

=escriptive methodology is used in the present study.

D#t# Source :,
3ri1#r! D#t#:,The 9rimary data was collected from the respondents by administering a structured "uestionnaire and also through observations.

Second#r! D#t#:,&part from 9rimary data, the secondary data is being collected through Text books, Iournals from %ibrary, &cademic 6eports, and Internet , used for this study.

S#1ple Si@e:
1ample si!e taken for this study of Iob 1atisfaction was ;. employees representing the same population. S#1pling %re#: The research was conducted at #otel 6ajputana 1heraton,Iaipur.

S#1pling TechniBue:
1ampling techni"ue used is the R#ndo1 and Con-enience #1pling. This type of sampling techni"ue is most appropriate for this study.


9repare the list of information needed <rame >uestionnaire 2ollect Information 6epresenting the result in the form of graphs &nalysis and Interpretation 2onclusion and 1uggestions


This project is related to the level of job satisfaction of the employees of the organi!ation. This survey has significance as it is altogether based upon an essential aspect of oneBs job. The respondents were the employees of Hotel Sher#ton R#4put#n#6 7#ipur. This study figures out the factors that satisfy an employee from the job point of view. $very individual is different from all others and so are their responses. &lthough the organi!ation is fully e"uipped with favourable work environment, there are differences in their responses. Therefore, the study aims to locate those differences.


The study is conducted only in #OT$% 6&I90T&'& 1#$6&TO',I&I906. =ue to the limitation of the time the research could not be made more detailed.


=ue to confidentiality of some information accurate response was not revealed by some of the respondents.

1ome of the replies of the respondents may be biased. 6espondents were sometimes not available for the purpose. 6espondents had marked the answers in "uestionnaires which may be socially incorrect irrespective of their actual feelings.


The success of every organi!ation depends on the employee is satisfied the mostA the performance will be up to the satisfactory level. #ere most of the employees are having satisfaction of their work. Iob can be always performed to a satisfactory level, if all the ade"uate information is available to the employees. #ere most of the employees are satisfied with the channel of the communication C information flow with team work C cooperation, any difficult work can be done with ease. *ut there is little ambiguity present in the employees about the communication to the superiorsG supervisors in the work place. &uthority and delegation are the decentralised process which gives e"ual responsibility to each and every employee. In the organi!ation most of the employees are satisfied with their work load in organi!ation C they are clear about their roles C responsibilities, also the every department having their own superiors for better guidance. Training gives the employees more skills to the work effectiveness C efficiency. In the organi!ation many of the employees i.e 5.P felt that knowledge about the technical practices is much more needed. The financial package paid to an employee for the service he has rendered remuneration if considered to be more by an employee may always lead to more productivity. 1o in short we can link remuneration with job satisfaction. 1o in the organi!ation the dissatisfaction level is less than 7?P with the employees, so it leads to effectiveness of the organi!ation. *enefits are the one of the factor, which will leads to the productivity of the employee. in this organi!ation, the employees are also considerably satisfied with the benefit package. .#ighest number of respondents think that better growth prospects is the most

important factor exiting of the job.

ost of the respondents also felt that need for

increased responsibility is the most influential factor for "uitting a job. The highest number of respondents perceives their job related aspects at par with the other colleague in the company.



+.I feel proud to work for my company.

3$1 'O

4.P +.P

Interpret#tion:,4.P people feels proud to work for their company and +.Ppeople feels 'O for this.


3$1 'O

,.P 7.P

;.I feel my job matches with my "ualification.



Interpret#tion@-,.P people feels that their job matches with their "ualification and 7.P people 3$1 'O :.P ;.P

feels that the tasks which has been assigned to them is not according to their "ualification.

7.I believe my job is secured.


Interpret#tion@-out of ;. people 5 feels that their job is not secured and +- people feels that their is job security.


5.I am satisfied with my benefit package





Interpret#tion:,only ;?P people are not satisfied with their benefit package and ,?Ppeople are satisfied with their packages.

?.The amount of work I am asked to do is reasonable.

3$1 'O

-.P 5.P


Interpret#tion:,-.Ppeople feels that the amount of work they are asked to do is reasonable and 5.P people are not satisfied with this.

-.I am well aware of the companyBs corporate objectives

1trongly =isagree =isagree 'eutral &gree 1trongly &gree

. . 7?P 5?P ;.P


Interpret#tion: Only ;.P people in the organisation are confident about the companyBs corporate objective and rest 7?P are neutral to this statement and 5?P are agree to this "uestion.

,.There is ade"uate corporate communication in the company

1trongly disagree disagree 'eutral &gree 1trongly &gree

. . 7.P ?.P ;.P


Interpret#tion: ?.P respondents say that they agree to the fact that there is ade"uate corporate communication in the organi!ation whereas 7.P are stay neutral to the "uestion and rest ;.P are strongly agree.

:.Individual initiative is encouraged here

1trongly disagree disagree 'eutral &gree 1trongly &gree

. . 7.P ??P +?P


Interpret#tion: ??P people agree that their individual initiative is encouraged and valued.7.Ppeople are neutral to this statement and +?P people strongly agree to the "uestion that individual initiative is encouraged here.

4.I have opportunities to learn and grow

1trongly disagree disagree 'eutral &gree 1trongly &gree

. . ?P 5?P ?.P


Interpret#tion: ?.P of the total sample people say that they get enough opportunities to learn more and more and grow. 5?P people also agree but not to that extent and ?P people are neutral to the "uestion.

+..I am given enough authority for decisions I need to make

1trongly disagree disagree 'eutral &gree 1trongly &gree

. . +.P -.P 7.P


Interpret#tion: -.P people agree that they are provided with enough authority to make their decisions and 7.P are those who strongly agree to this point whereas +.P people stay neutral to this.

++.I have the material and e"uipment I need to do my job well.

1trongly =isagree =isagree 'eutral &gree 1trongly &gree

. . . 7.P ,.P


Interpret#tion: ,.P people are strongly agree that they are provided with all e"uipments in time to perform their job well and 7.P people are only agree to this "uestion.

+;. y salary is fair to my responsibilities

1trongly =isagree =isagree 'eutral &gree 1trongly &gree

. . ;.P ?.P 7.P


Interpret#tion: ?.P people are strongly agree that they are given salary in accordance to their responsibilities.;.Ppeople are neutral to this statement and 7.P people are strongly agree that salary is fair for their responsibilities.

+7. y company maintains a satisfactory salary level

1trongly =isagree =isagree 'eutral &gree 1trongly &gree

. . 7.P ;?P 5?P


Interpret#tion: 5?P of the respondents strongly believe that their company maintains a satisfactory salary level, other ;?P also agree to this but the remaining 7.P did not say anything about this.

+5.9erformance appraisal system reflects performance fairly

1trongly =isagree =isagree 'eutral &gree 1trongly &gree

. . +?P 7?P ?.P


Interpret#tion: this.

ore than ?.P of the sample is satisfied with the performance appraisal system

of the company.7?P of the respondents agree to this statement and rest +?Pare neutral about

+?.I receive regular job performance feedback

1trongly =isagree =isagree 'eutral &gree 1trongly &gree

. . +.P ?.P 5.P



ore than ?.P people say that they get a regular and satisfactory feedback at

regular intervals.+.P people are neutral to this statement and 5.P respondents are strongly agree about the feedback.

+-. y company is concerned with the long term welfare of the employees.

1trongly =isagree =isagree 'eutral &gree 1trongly &gree

. . ;?P ?.P ;?P


Interpret#tion:,only ;?P of the respondents are strongly agree that the company is concerned with the long term welfare of the employees.?.P people are agree to this statement and rest ;?Pare neutral.

+,.I receive cooperation from other departments whenever needed

1trongly =isagree =isagree 'eutral &gree 1trongly &gree

. . ;?P 5?P 7.P


Interpret#tion: 5?P people say that there is ade"uate cooperation between the departments and they receive help from other departments whenever needed.7.P people are strongly agree to this statement and rest ;?P are neutral.

+:. y physical working conditions are good

1trongly =isagree =isagree 'eutral &gree 1trongly &gree

. . +?P 7.P ??P


Interpret#tion: ??Ppeople are strongly agree

with the working environment of the

company.+?P respondents are neutral to this statement and rest 7.P are agree to the "uestion.


+4.I can keep a reasonable balance between work and personal life

1trongly =isagree =isagree 'eutral &gree 1trongly &gree

. . ?P ;?P ,.P

Interpret#tion: ,.P of the employees can maintain a reasonable balance between their work and personal life,;?P are agree to this "uestion rest of the ?P people are neutral.

;..I am satisfied with the training provided to me by the company


1trongly =isagree =isagree 'eutral &gree 1trongly &gree

. . 7.P 5.P 7.P


ore than 7.P people are strongly agree with the training programme of their

company.other 7.P are neutral about the training provided in the company and rest 5.P are neutral about this statement.

;+.The company has ade"uate safety and health standards

1trongly =isagree


=isagree 'eutral &gree 1trongly &gree

. ?P ;.P ,?P

Interpret#tion: &lmost all the respondents say that safety and health standards are maintained to a large extent in the company.only ?P are neutral to this statement and ;.P respondents are agree.

;;.customers needs are the top priority in this organisation.


1trongly =isagree =isagree 'eutral &gree 1trongly &gree

. . +.P 5.P ?.P

Interpret#tion:-?.P of the respondents are strongly agree that the customers needs are the top priority in this organisation.+.P people are neutral to this statement and rest 5.P are agree to this statement.


;7.very high standards of "uality are maintained in this company.

1trongly =isagree =isagree 'eutral &gree 1trongly &gree

. . . 5.P -.P

Interpret#tion:,-.P of the respondents are strongly agree that very high standards of "uality are maintained in the company and rest 5.P people are also agree to this statement.


;5.Teamwork is encouraged and practiced in this company.

1trongly =isagree =isagree 'eutral &gree 1trongly &gree

. . ;?P ;.P ??P

Interpretation@-??P of the respondents are strongly agree that team work is encouraged in the company.;?P people are neutral to this statement and rest ;.P are agree to this statement.


;?. y immediate superior deals with the employees and their problems fairly.

1trongly =isagree =isagree 'eutral &gree 1trongly &gree

. . ;?P ?.P ;?P

Interpretation@-;?P people are strongly agree that their immediate superior deals with the employees and their problems fairly.;?P are neutral to this statement and rest ?.P are agree.


S0OT %n#l! i

&n organisationBs competitive position needs continuous improvement to attain competitive advantage. & 18OT analysis of IT2 (roup of hotels needs to be carried out for identifying its key relation to dynamic business environment.

Strength: The IT2 group of hotels is the first choice of discerning business and leisure travellers through their hospitality. They have limited influence but competencies such as knowledge, innovation, creativity, team work, and productivity etc. The major strength is their /201TO $6 1&TI1<&2TIO').

0e#$ne :
#andling customer effectively, they must take guest complain seriously by examining the critical issues such as-low standard, -low "uality, limited market share, shall provide an insight to the organi!ation to find appropriate solutions to solve them. *eing internal and uni"ue to every organi!ation, re"uire improvement, team and organi!ational performance.


They must analy!e domestic and global market opportunities, and competitors.

This helps organi!ation to view opportunities for further growth and align strategy in that direction for optimal results.

Organi!ations needs to find approaches for utili!ing their competencies and available resources in the best possible manner .

6esources are scarce, and competencies are to be developed internally.



On the basis of data gathered and graphical presentation it can be concluded that the overall level of job satisfaction among the employee of #otel 1heraton 6ajputana is high.

Jarious factors such as co-ordination with the boss, co- workers, compensation, satisfaction with the work allotted, balance between family life and work life are studied in the project.

ost important factor to study job satisfaction level of an employee is the time duration that has been spent in the organisation. ost of the employees here are serving from last --, years.

The educational "ualification of the employees match with the work they have been allotted. &s far as the co- ordination is concerned, employees have a good level of co- ordination with their superior, co- workers and also with the other departments.

$mployees are satisfied with the periodical advice and feedback provided by their boss which eases the job to some extent.

6easonably large number of employees find the working conditions in the hotel good and comfortable.

They are satisfied with the jobs they are allotted but large number of employees is not satisfied with the compensation or the salary they are getting for the job done.

&long with the job, employees are getting time for their personal life and family also so they are able maintain a balance between their work and personal



&fter conducting & study on job satisfaction among the employees of /6am *agh 9alace). I have identified some facts based on "uestionnaire. This may help the company to increase the satisfaction level of the employees. Iob satisfaction is an important criterion in hotel industry. It is a very important determinant of the rate turnover for any given organi!ation. Iob satisfaction by itself is a largely effected by the attitude of employees towards monetary and non monetary rewards. *ased on those findings the following suggestions have been made. In order to keep employees satisfied and retain them organi!ations should adopt the following practices. Training programmes should be conducted for both personal as well as technical development.

anagement organi!ation.











0se scientific methods to align jobs this will improve the satisfaction level in case of work load.

6educe working hours at least by 7. min to +hour to motivate the employees.


To provide more carrier opportunity promotional policy should be restructured.

<ollow more open door communication policy.

(ive more attention for performance linked pay structure.

9erformance based rewards and recognitions.

ore attention should be given for overall development of employees welfare facilities.

Organi!ation can motivate individual through proper counselling and guidance.

Organi!ation may consider for arranging transportation facilities

Individual attention to employees regarding health matters may be considered on priority basis

*etter communication may yield some more results

1upervisors may be considered for management training


ake senior management more friendly with subordinates

Improve working conditions

Try to give timely incentives to employees to motivate financially

.6egular meetings should be conducted between the employees and their superiors to convey the objectives and to enhance co-ordination among them. In turn the communication gap would be reduced and the motivation level would also increase.

There should be regular get together of the employees of different departments where they can freely interact with each other and the cooperation would thus rise.

(E1plo!ee S#ti f#ction Sur-e! of the e1plo!ee of R#1 "#gh Hotel*

&ener#l Infor1#tion

&ge Q

(ender Q



arital 1tatus -

arried 0nmarried

=epartment =esignation -

'o. of years worked in the organi!ation Q aE .-+ year bE ;-? years cE --+. years dE ore than +. years

+. I feel proud to work for my company aE 3es bE 'o

;. I feel my job matches with my "ualification aE 3es bE 'o

7. I believe my job is secured aE 3es bE 'o


5. I am satisfied with my benefit package aE 3es bE 'o

?. The amount of work I am asked to do is reasonable aE 3es bE 'o

'or the following t#te1ent 6 ple# e choo e the option th#t +e t de cri+e !our -iew , + Q 1trongly disagree ; Q =isagree 7 Q 'eutral 5 Q &gree ? Q 1trongly agree

S/No/ +.

St#te1ent I am well aware of the companyBs corporate objectives






communication in the company 7. Individual initiative is encouraged here 5. ?. I have opportunities to learn and grow I am given enough authority for decisions I need to make -. I have the material and e"uipment I

need to do my job well ,. y salary is fair for my

responsibilities :. y company maintains a satisfactory salary level 4. 9erformance appraisal system reflects performance fairly +.. I receive regular job performance feedback


y company is concerned with the long term welfare of the employees






departments whenever needed +7. +5 y physical working conditions are good I can keep a reasonable balance between work and personal life +? I am satisfied with the training provided to me by the company +The company has ade"uate safety and health standards +,. 2ustomersB needs are the top priority in this organi!ation +:. Jery high standards of "uality are maintained in this company +4. Teamwork is encouraged and practiced in this company


y immediate superior deals with the employees and their problems fairly

8hat the company can do to increase your satisfaction as an employeeR


6ao 9. 1ubba. /$ssentials of #uman 6esource #imalaya 9ublishing #ouse ,$ight $dition,;..5

anagement and Industrial 6elations),

(upta =r. 2.* /#uman resource management),1ultan 2hand C 1ons,<ifth $dition,;...

&shwathappa. F. /#uman 6esource and 9ersonal 'ew =elhi, <ourth $dition


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