Report on Alor Holiday Resort

By Mr. Jackson Anthony Faleiro

1723

SECOND YEAR MBA

(Goa University Department of Management Studies)

1
DECLARATION

I hereby certify that this report has been prepared by me. This report has not formed the basis
of any diploma of degree. The report is to be submitted to Goa University Management Studies
department as partial fulfilment of Master of Business Administration program.

Jackson Anthony Faleiro

Roll no 1723

Goa University, Department of Management Studies

Second Year MBA

2
CERTIFICATE

This is to certify that this project report is a record of work done by Jackson Anthony Faleiro
during the period of study; under my guidance to the best of my knowledge and that it has not
previously formed the basis of an award for any degree or diploma at the Goa University or
elsewhere.

Date:

Place: Taleigao, Goa

Signature

Dr. Rajanala Nirmala

(Lecturer & Project Guide),

Department of Management Studies,

GOA UNIVERSITY,

Taleigao, Goa

3
Certificate

4
ACKNOWLEDGEMENT

I would like to thank my parents, teachers, and my guide at Alor Holiday Resort (GOA), friends
& all those who helped me in the completion of my project.

First & foremost, I would like to thank Mr Sushant Kolvalkar and Mr Justino Fernandes, Miss
Viona Pereira, my Company guide for all the help & guidance during the time at Alor Holiday
Resort (GOA) and also allowing me to go along with my project at Alor Holiday Resort (GOA).

I would also like to thank my internal guide Maam Nirmala for the constant support & guidance
during one month of my project.

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TABLE OF CONTENTS

Topic Page no.

Executive Summary 7

Industry Profile 8

Industry analysis 10

Company Profile 12

Organizational chart 15

Topic of the study 16

Need for the study 16

Aims & Objectives 16

Methodology of the study 17

Limitations 17

Findings & Analysis 18

Conclusion 32

Suggestions 33

Learnings 34

Appendix 39

bibliography 41

6
Executive Summary

The following project report has been carried out as a part of the course for the second year
M.B.A students of Goa University Department of Management Studies. During the 4 months
of the internship.

The project research has been completed in Alor Holiday Resort situated at Calangute-Goa;
from 10th December 2018 to 8th April 2019.The project was based on “to retain the employees
at the resort”.

Alor Resort offers rooms equipped with minibars. Its private bathrooms come with toiletries
and all-day hot shower facilities. Both air conditioning and fans are provided in rooms.

Guests can relax in the game room or have a Ping-Pong session. Currency exchange services
are provided in the hotel. Car rental services are also available.

Dining options include 1 Pabure Restaurant which serves international cuisine. A variety of
drinks is available in Taverna Bar.

The research was conducted by giving 1 questionnaires to 50 employees in the hotel and also
a questionnaire was given to 25 current employee’s pf Alor holday resort. This research was
done in order to check why the employees are leaving the resort.

After getting the results it was known that the employees were leaving because of no proper
accommodation facilities, and no proper food was provided to the employees. These are the
two main reason because of which the employees leave the resort.

Also looking at the results it seemed that the staff was friendly and the working environment
was not stressful in the resort.

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Industry profile

The Indian hospitality industry has grown to be one of the best services sector in India. The
Indian tourism has a very nice elegant cultural and the best historical heritage, variety in
ecology, terrains and places of natural beauty which are spread across the country. The Tourism
is also been a large employment generator besides being a significant source of foreign
exchange for the country.

India is turning into the foremost advanced country in terms of digital tools getting used for
designing, booking and experiencing a journey, India’s rising social class and increasing
incomes has continued to support the expansion of domestic and outward commercial
enterprise.

The tourism sector in India which accounted for 8 per cent of the entire employment
opportunities generated within the country in 2017, providing employment to around 41.6
million people during the same year. The number is expected to rise by 2 per cent annum to
52.3 million jobs by 2028.

International hotel chains are increasing their presence within the country, because it can
account for around forty seven per cent share within the commercial enterprise sector of Asian
nation by 2020 & 50 per cent by 2022

The Republic of Indian government has realized the country’s potential within the business
trade and has taken many steps to form a world business hub. Some of the most important
initiatives planned by the government to allow a lift to the business and welcome sector of
India are as follows:

Statue of Sardar Vallabhbhai Patel, also known as ‘State of Unity’, was inaugurated in October
2018. It is the highest standing statue in the world at a height of 182 meter.

It is expected to spice up the business sector within the country and place Republic of India on
the planet business map. The Government of India is working to achieve 1 per cent share in
world's international tourist arrivals by 2020 and 2 per cent share by 2025.

Under Budget 2019-20, the government allotted Rs 1,160 crore for development of tourist
circuits under Swadesh Darshan. Under Budget 2019-20, the government allotted Rs 160.50
crore for development of tourist circuits under Swadesh Darshan.

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Goa is the smallest state in India with beautiful pristine coastline, Serene Lush green forests,
hospitable people and a uniquely rich culture. A place blessed not only with natural beauty, but
also a rich historical heritage, Architecture and culture, which is unique to Goa. The splendid
scenic beauty and the Architectural splendors of its temples, churches, old houses and cultural
diversity have made Goa a favorite with travelers, around the globe. A permanent venue of the
International Film Festival of India (IFFI). Best Value Destination (India)' award - Lonely
Planet Magazine India.

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INDUSTRY ANALYSIS

Porter’s five forces

THREAT OF NEW ENTRANTS: MODERATE

The hotels & motels industry is strongly influenced by travel and tourism trends. Anyone can
enter into the market but need capital because of infrastructure, license, land etc. mostly those
who have the capital and the knowledge enter into the market.

THREAT OF SUBSTITUTES: LOW

There is no major threat of substitute products which are specific to a hotel’s product and
service. Many times people shit to live in hostels because of cheap accommodation.

BARGAINING POWER OF BUYERS: HIGH

There are some customers who show power over the hotel when they have to buy rooms and
bulk.

BARGAINING POWER OF SUPPLIERS: LOW

There is a huge demand for labour in the industry. Also there are many competitors available
for food and beverages.

COMPETITION:

The cost of product differentiation and switching cost is very low in the industry because a
wide range of hotels available in the industry. The capital cost to start up is high and because
of many hotels and to fill up the hotel price cutting has to be done.

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PESTEL ANALYSIS

Political factors – which affect are terrorism and the current brexit which is going on with the
European nations these are the political factors that affect the industry. Tourist want to visit
places where there is peace and not much problem caused because of some politics so they can
enjoy their holiday without taking any tension.

Economic factors – economical wise the hotel industry is keeping on growing and will never
die because of the growing industry the monthly income of employee has also gone up. It also
happens that because of high currency and price range tourist tend to slow down their visit and
hence the airline and hotels have to cut down on cost to fill up the gaps but when the currency
rate is less and it’s the vice versa.

Social factors – in the consumer preference is very important. Now the consumer wants better
experience with less money they need the current trends that are going on in the industry can
be like clothes, sports etc.

Technological factors – technology is playing a very crucial part in our daily lives. Now
customer book flight, train and bus tickets using their phone sitting at home, also doing deep
research of the places they want to visit no the net. It has made things easier, faster and
convenient.

Environmental factors – the most important factor is the garbage problem and the pollution that
the affecting the environment because of increasing tourist in the industry. There is more
garbage and no proper waste management facilities given, more and more hotels are coming
which cause pollution and also again waste problem and more traffic.

Legal laws – there strict laws which are laid down for the safety of the tourist that visit.

11
Company profile

Alor resort hotel is placed at a brief distance of five hundred meters from the notable beach of
Calangute. Supported by trendy infrastructural amenities Alor resort hotel provides the guest
with an exquisite chance to relish gratifying and cozy holidays.

Alor resort hotel has many rooms that the area unit is superbly embellished with elegant
furnishings to feature to the comforts of the guests.

The totally provided with rooms of the supposed beach resort provide the guests with a snug
and pleasant keep. Attached with the rooms are the elegantly designed washrooms that have
all the necessary toiletry equipment’s for the convenience of the guests.

Car Parking Area Gymnasium

Twenty four hours room service Money Exchange

Car Rental coloured Television with cable connection

Travel Desk Medical Facilities

Round the clock running hot and cold Laundry Services

water
Channel Music
Inter-continental restaurant
Well stocked bar
Swimming Pool

Health Club

A notable 2 star hotel of Goa, Alor Holiday Resort is known for its splendid interior decoration
and marvelous customer service. The well trained and professionally educated staffs of the
building extend heat welcome to the guests who are joyful at the type cordial reception.

Alor Holiday Resort has earned a prominent name for itself in the field of hotel industry of Goa
because of its unique facilities and friendly attitude of the hotel staffs.

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Functions of the different department in the resort

Front office department – is the main department which is in direct and constant contact with
the guest. Are also responsible for taking and handling booking of walking guest. Greeting
guest, assigning rooms and giving the room keys to the guests. Explaining the detailed package
to the guest also bout the tours, amenities etc.

F&B department – is responsible to provide services to the guest and visitors by providing
good food that includes breakfast, lunch and dinner. Also by providing bar items.

Accounts department – is responsible for accounts receivable, accounts payable, payroll,

keeping track and records of assets, liabilities and financial transaction of the hotel. Preparing,
monthly profits and loss statement, coordinating with the purchasing department and also
handling guests about billings.

Maintenance department – is responsible for the maintaining the resort. Which includes
electricity, plumbing, air conditioning, water heaters, and overall checking of all the
mechanical and technical parts of the resort.

Security – is responsible to protect the guest, employees and visitors of the hotel, seeing the
safety of the hotel. Also to monitor and keep of the record of guest, visitors and employee who
come and go.

Human resource department – is responsible for Recruiting and Selection of employees,

orientation, staff development, Performance management, employee relations, wages,
compensation and benefits. To maintain a safe environment for the employees. To provide
training to the employees in order to achieve the organizational goals.

Housekeeping department – is responsible for cleaning and maintain the guestrooms, public
areas, office area and back of the resort. Know the check-in and checkout time in order to
reorganize the room.

Reservation department – is responsible for booking a hotel room for a guest or a group of
guests for a specific period. Also is responsible to tell the guest what type of rooms the resort
offers and at what rates and what are the different types of packages and complimentary items
they give to the guest. The department also needs to gather detail info about the guest pick up
and drop point that can be from the train station or the airport.

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Food production department – is responsible for cook good quality delicious food for the guest.
Also to cook food as per special requests from the guests.

SWOT ANALYSIS: -

Strengths – a very friendly staff, the hotel rates are not very expensive and the environment in
the resort is very nice cool and cozy

Weakness – lacking in food quality and also décor in the resort

Opportunities – to be a 3 star hotel and provide the best service

Threat – new hotels coming up close to the area and the rising competition

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 Organizational chart

Md
Gm

Resort
manager
House
Fnb Human
Fnb service keeping/ Front office Reservation Accountant Security
production resource
maintanence
Front office Senior
Manager Chief Hod Assistant Assistant hr
incharge accountant
Executive
Restaurant Chief de
Technition Supervisor house Bell boy Executive Executive
manager partie
keeper
Kitchen
Captian Roomboys Receptionist
supervisor

Commi
Cashier
1,2,3

Stewards/ba
Utility
rmen

15
Topic of the study: -

Employee retention at Alor Holiday Resort

Need of the study: -

To reduce the attrition rate and retain more employees which will help the resort to reduce their
overall recruitment cost.

Aims & Objectives:-

To study why the employees are leaving the resort

To solve the employee problems to reduce retention

To give suggestion to the resort so that they can retain more employees

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Methodology of Study:

Sampling design:

For the purpose of my survey I have done random sampling method. My sample size was the
50 employees which had already left the resort or are going to leave the resort. And 25 which
are current working in the resort.

Research design:

A research design considered as the frame work or plan for a study that guides as well as helps
in data collection and analysis of data. The research design may be descriptive and
experimental for the present study.

Primary data study

The primary data was collected by filling the exit interview forms which consisted of 14
questions from which 11 were close ended questions and 3 question were open ended question.
The employees which had left the resort were called and the forms were filled. Also had a small
in

Secondary data study

Also having an interaction with the employees of the resort.

Going through their portal and also using the internet.

Data collection:

Data was collected by giving calling up 50 employees which had already left the Resort and
also collected data by interviewing 5 the employees which are currently working in the resort
I received help from a colleague from the resort for collecting the forms from the left
employees. Another survey was conducted 25 of the current employees. The form consisted of
18 question from which 13 were closed ended and 5 were open ended.

Limitations: Could not collect information from all the employees that had left the organization
because the employees were not available or they phone number had been changed.

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Data analysis

This data was gathered of the employees which have already left the resort and the analysis of
the data is shown below

1.

This bar graph show shows that out of the 50 employees 48 of them had made the decision 1-
2 months ago to leave the resort and around 2 employees had made the decision around 2-3
months ago.

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2.

When asked why the employees left the resort some reasons which were given were around 88
percent that is around 44 people left because of food/canteen was not proper. The food given
was sometimes spoilt as in the food which was given for lunch the same food was provided for
dinner. Than around 80 percent left because of salary problems and 70 percent because of room
facilities which were not proper. There were bed bugs in the rooms and around 22 percent
people said that they have left because of management.

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3.

The employees were asked how was the working relationship with their supervisors. Around
34 of the employees said that it was good and the supervisors were friendly. Also would
motivate us to work. Where as around 11 employees felt that it was excellent and enjoyed
working. While around 5 employees felt that it was fair.

Another question which was asked how was the working comndition in the resort. As we can
see in the data around 34 employees said that the working conditions were good and they had
never faced any problems. 11 of the employees said that the wporking conditions were
excellent and only 5 employees said that they were fair.

Than a questions was asked about the training which was given was it good or poor. As seen
in the data 32 of the employees felt that the traning given was good and 13 of the employees
said that it was excellent because the managers who gave the tarining were well experienced
and would help in each and every step of the employees. And 5 of the e,mployees felt that it
was fair.

When the employees were about the benefits offered by the resort around 33 of them said that
the benefits are good enough where as 11 of the employees said that they were excellent. But
around 6 of them said that the benefits were fair enough.

They had to also rate the working realtionship with other in the resort like their collegues and
the management. Well as we can see in the bar graph 27 of the employees felt that it was good
and around 19 of them said that it was excellent. And 4 of them said that it was fair.

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4.

When asked if the supervisor solved complaints and problems on time around 48% of the
employees said that they always tried of solve problems or come out with an alternative which
was related to work. Around 26% said that the supervisor often tried to solve the problems
couldn’t focus much or would take time to solve the problems. 22% said that supervisor would
sometimes solve the problem wouldn’t show much of an interest. The reaming 4% of the
employees said that they rarely solved the complaints which were given.

5.

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As we can see in the bar graph 50% of the employees gave a rating of 4 which means the
workload is not too heavy but there is a little workload. Around 44% of the employees gave a
3 rating which means the workload is good not too much and not to less also. Whereas 4% of
the employee rated a 5 which means the work load to them was too heavy. And 2% said that
there was no much work load.

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6.

As seen in the pie chart around 74% of the employees said that the work which was given was
pertaining their designation. Whereas around 24% said that they were doing some work which
was not pertaining to their designation. 2% of them said that it may be.

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7.

As we can see in the pie chart 60% of them said that they would recommend only if they try to
save food and stay. Whereas 26% said that they won’t recommend the resort to anyone. And
14% of them said that they might recommend or may not.

8.

What did you like most about the job?

Some of the reasons are salary, working environment, friendly staff, working hours and the
management.

9.

What did you like least about your job?

Some of the reason which are given were food which was given was not proper, salary and the
rooms which are given by the resort are not proper there are bed bugs and the cleaning is not
done properly.

10.

Give suggestions on how to make the resort a better place to work and stay.

The suggestion which were given are improve the food management and quality. Also some
modification in the salary regarding room rent and food,

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This are the analysis of the current employees who are working in the resort. This data was
taken after getting feedback of the employees who have already left the resort because of some
reasons.

1.

As we can see in the bar graph the around 48% of the employees who have answered the form
and are leaving in the resort accommodation are room boys followed by 24% are the security.
8% of them are steward and utility and 4% are cook and receptionist.

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2.

As we can see in the pie chart about 72% of the employees have been in the resort for around
2-5 years. Followed by 20% of them are below 1 years and 8 % are around 5-10 years.

3.

As per the bar graph when asked about what made you join the resort around 72% of the
employees said that because of the salary, followed by 40% of them said because of location.
Whereas around 4% of them said because they were in need of work and also because of less
load and fixed working hours.

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4.

As we can see in the bar graph around 7 of them gave a rating of strongly and also neutral
rating was given when the questioned was asked does the management solve the problems.
Followed by 5 of them agreed with the question and 4 of them disagreed with the management.
While 1 of them said they strongly agree.

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5.

As per the bar graphs when the question was asked how do you feel about the working
environment around 15 of them said they are satisfied with the environment where as around
5 of them said that it is neutral. There were also 4 employees who were dissatisfied with the
environment and 1 employee was highly dissatisfied.

Than another question was asked about how they feel about the resorts rules, policies and
regulations around 15 of them said that were satisfied with it, whereas 7 of them were neutral
and another 5 of them were dissatisfied with the rules and policies.

Also the relationship with their supervisors were asked around 14 of the said they were
satisfied, whereas 7 of them said that the relationship was neutral. And 4 of the employees said
that they were dissatisfied with the supervisors.

When asked about the salary around 12% said that they were satisfied with it, followed by 6 of
them said they were neutral and another 6 of them said that they were dissatisfied with the
salary. Whereas 1 employee said that the salary given was highly satisfied.

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As we can see in the bar4 graph 14 employee said that they were satisfied with the job they
were doing in the resort, whereas 6 of them said that they were neutral, followed by 5 employee
said that it was dissatisfying.

Another question was asked about the food provided in the resort. Around 11 of them were
neutral about the food whereas 6 of them were satisfied with the food and 6 of them were
dissatisfied with the food provided with the resort. But around 2 of them were highly
dissatisfied with the food.

Also question on the accommodation provided by the resort was asked if it’s satisfactory.
Around 11 said that it was satisfactory whereas 8 employee felt that it was neutral and 6 of
them said that it was dissatisfactory.

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There were around 15 employees who said that they were satisfied with the training that was
given by the resort, whereas 6 of them said that the training provided was neutral. Followed by
4 of them said they were dissatisfied with it.

A question was asked on the recognition given by the supervisors. Around 15 of them said that
they were satisfied with the recognition, whereas around 5 of them were neutral and 4 of them
said that it was dissatisfying.

When asked about the work load at the resort 14 of them said that the work load was satisfying
and 7 of them were neutral about the work load, whereas around 4 of them, were dissatisfied
with the workload.

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6.

For how many years will you work more in the resort?

Some of the reasons were one year or less than that. Than some of them said that one month
and even after two months. Some of them said after 5 months.

7.

As we can in the chart around 64% of them said that they won’t suggest the resort whereas
32% said that they will suggest it to someone.

8. Why do you think employees are leaving the resort?

Some of the reason given by the employees are bad food, bad accommodation and salary also
some aid that they were some management issues so these are some of the reasons employees
leaving the resort.

9. What do you like most about the resort?

Some reason as friendly staff, management, less work load

10. Any suggestions?

Improve food quality and accommodation

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Conclusion

 As per the surveys and taking into consideration the employee’s feedback it looks like
there are three main problems because of which the employees are leaving the resort.
One of them is the accommodation and the second is food which is provided by the
resort and the third problem is salary.
 It seems that there are bed bugs in the resorts accommodation and also termites which
are causing a problem and the food which is provided is sometimes spoilt because the
food which is given for lunch the same remaining food is offered for dinner to the
employees.
 Also it seems that employees were happy about the work they were doing, also the
relationship with their supervisors were good and the culture at the resort was friendly
 The employee who leave the resort are mostly from the housekeeping and kitchen &
fnb departments
 Also after taking surveys from the current employees and taking into consideration their
feedback it seems like they have the same problems as the employees who have already
left the resort.
 They are also trying to leave the resort and move somewhere else where they get better
accommodation, benefits, and food

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Suggestions

 The surroundings of the rooms should be cleaned. The garbage should be removed and
the tress should be cut. Once this is done they need to renovate the accommodation by
putting bunker bed and panting it.
 Also have to do pest control so that there are no bed bugs and no termites. I would
suggest them to do it with PCI because they gave a five year warranty and for the five
year they do free random check to see if the termites are back or no.
 Strict rules should be laid down on the employees who are staying at the
accommodation for maintain the cleanness and the hygiene.
 For food certain amount of money is been deducted from the employee’s salary instead
of that don’t deduct the money and provide the employees with subsidies food items
like, rice, daal, potatoes. Which can be brought from their own stores that is the
Delphinos mart and can be provided to them.
 Or else another thing can be done is that every day in the resort a buffet service is there
from that so0me food remains which than can be given to the employees which stay at
the accommodation for some subsidies rates rather than giving the same food which is
served and made for lunch.

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Learnings

I had to design the job description and job specification for 4 posts. The posts were general
manager, resort manager, assistant human resource and executive accountant. Also had to find
out why the employees were leaving the resort and give alternative solution to reduce the
attrition rate and retain the employees.

First I had to design the organization chart of the resort which was not designed in the resort.
With the help of the human resource assistant gathering all the positions and knowing what
departments are present in the organization I created the organization chart. Once the chart was
completed it was approved by the resort manager.

After which I enquired about the different types of policies in the resort and found out that
there were no policies in the organization which were properly framed and hard copied. So I
asked the assistant human resource manager if I could draw out the policies she agreed and we
began drawing out policies with the help of the law and the internet as a reference.

The first policy which we framed was the sexual harassment policy which is very important in
the organization. It protects the employees and the guest of the resort. The resort is very strict
with this policy and doesn’t want any harassment, if they find someone harassing the employee
or the guest the offender will have to face strict fines.

The other policies which we framed were the grievance policy, grooming and dress code
policy. Which were done with the help of the assistant human resource, searching some pdf
file and document on the internet. The policies were shown to the resort manager and he went
through them and conveyed the mistakes that needed to be rectified or corrected. Once the
policies were done it was presented to the general manager for approval and after the approval
it will be shared to all the employee through their official email.

I had to fill the PF forms for two employees. One of the form was form 11 which is filled to
open a new PF account and the other form was form 19 which is used for final settlement. Also
had to fill police forms – Performa of the employees who are immigrants or are not residents
of Goa. Had to fill 4 forms and send to the Calangute police station where they put a stamp of
the Calangute police station and write the date with the registration ID. This process has to be
done every year.

34
Had to attend a monthly staff meeting and take down the minutes of the meeting, prepare a
report on the meeting and keep it as proof for further reference.

With regards to the salary, I had to count the number of days worked by each employee enter
them on an excel sheet along with their extra days worked, leaves applied during that month
and overtime days. For the new month the attendance cards of the employees are submitted by
the 30th of the previous month to the security. So every month new attendance cards are to be
made and submitted to the security because in the resort there is no software or fingerprint
device thus things have to be done manually.

Once a new employees joins the resort a bank account has to be made, so I had to fill the form
to open a new IDBI bank account, where the salary will directly be credited into the account.
This process takes almost a month including the activation and getting the debit cards. Till the
account is activated the salaries are given by cheque to the employees.

Then had to do the sanitary cards to the production and service employees, which has to be
renewed every 6 months.

The recruitment process in the resort starts with man power planning. It is done every month
to check if there are any vacant positions in the resort. This is done by giving an excel sheet to
each department, the excel sheet has the department structure so which ever position is vacant
or someone is leaving the resort that position has to be marked on the excel sheet. Once the
filling is done the sheets are then sent to the Human Resource Assistant. I had to do this for the
month of January. Once I got the sheets I checked for the vacant positions and told the Human
Resource Assistant that so and so posts are vacant after which I had to frame the advertisement
and give it for publishing to the concerned newspaper editors, which the HR helped me with.

The resort gets calls of people who are interested to come for an interview. The date and time
is decided by the resort manager. Thereafter the date and time is conveyed to the candidate.
Once the candidates arrive at the resort they are given a questionnaire where there are some
questions like where did you work before? , what was your salary before? , why did you leave
the organization? Etc.

Once this is done the candidates are told that they will be informed the same day for the next
interview. The resort manager and the HR check the forms and see for the lowest salary
candidates which are then called for an interview. First the interview is taken by the concerned
department head, then by the resort manager and the lastly by the general manager. Another

35
requirement is that the candidate should have proper and original documents with them like
aadhar card, pan card etc. if they are not having any proper documents they are not taken
because the resort follows strict rules and wants proper documents.

Also orientation is given on the same day on which the candidate is selected by telling him/her
the rules, Do’s and Don’ts, policies, explaining about the PF etc. Once the candidate is selected
he/she undergoes training for six months which is given by the department head. During the
six months the candidate is only applicable for casual and sick leave once the six months are
over he/she gets paid leaves and comp offs.

Once the employee tells the resort manager that he/she is leaving the organization, the HR then
starts to search for a fresh candidate. If it’s been a month and still they are not getting anyone
then work load is divided to the existing employees and the overtime is paid to the employees.

In the resort each employee has a file, all the necessary documents are kept in the file. So I had
to maintain the files and check if any document was missing and also if any document had to
be renewed. Also the track of leaves are kept in the same file. For example there are 15 paid
leaves, 6 casual leaves, 9 sick leaves and 8 comp offs. So if an employee is taking one paid and
sick leave then on the next leave form it will be written as 14 paid leaves and 8 sick leaves.
The number is reduced from the leaves.

Also candidates who send their resumes to the resort are stored in a file and dated so that when
there is a position they can be screened and contacted later. The resumes are dated so that when
they are getting screened the HR can select the resumes which are latest because the ones which
are a little older, it may be possible that the candidate is working somewhere or has a job.

Also helped the Human Resource Assistant to frame job description and job specification of
resort manager, human resource assistant and accountant.

The perks and benefits that are given to the employees of the resort are phone and phone bill
paid by the company for the reservation and manager level employees and office staff. Free
meal in the restaurant that is the lunch is given by the resort to all the employees.
Accommodation for the Chef is been given by the resort, the chef gets a staff quarter. Also
every employee is eligible for gratuity in the resort after 5 years of service in the resort. Child
care benefit is for the employees starting from the executive level in the resort. Same applies
for two night’s free stay in the resort.

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Also the resort conducts some activities to motivate and improve satisfaction of the employees
in the resort. Some of the activities are Alor staff day which is conducted on 10th of July in this
event, the employee of the year award is given, and also there are games and some sharing
done for the event. Also Monthly Birthday celebrations are done of the employees. Annual
Picnic for the entire staff is conducted on 1st of May.

Some questions that were asked are as follows:

How do you overcome labour shortage? The HR said we give the employees’ overtime or for
the day the work load is little more for the employee but we do appreciate them by thanking
them because of the extra time and effort which they have put in to complete the task because
of shortage.

Why not contract workers for the labour shortage? The HR said we don’t hire or get any
contract labours as per the MD and GM we only take full time employees in our resort no
employee is a contract worker everyone we have is a full time employee.

Do you do TNA on a person’s job? So that you get enough information to conduct the TNA?
The HR said as we are a small resort we don’t do the training need analysis in the resort but
we do give training to the employees who join the resort which is given by the head of the
department if at all we come to know from the department head that the employee is very good
and has the capabilities then we give the candidate rigorous training to make him/her better in
the future.

What are some typical difficult trainees, and how would you deal with them? The HR told that
there are some trainees that are a bit difficult to train but it’s a good thing because these are the
people who tend to ask question and learn by having an interaction while the training is going
on, which helps both the resort to gain new idea and also the trainees get more information to
learn. This shows the trainee is very knee in learning something and knows his priorities which
is a good sign.

What are the individual incentives given? As per the HR, first incentive that is given is bonus.
Which is given yearly or even two times a year depending upon the profits of the resort. When
bonus is given workers feel motivated and they know that if they put in more effort they will
get something in return.

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What is the most difficult part in training an employee and what type of training is undertaken?
As per the HR sometimes it’s difficult to train candidates that are fresh in the industry or also
those who have shifted from a manufacturing unit to a hotel line, because it takes time to change
them and make them comfortable with the resort environment, while doing this they make
bring in some issues so we tend to help them by giving on the job training, which is given by
the head of the department who helps the worker in every step that he/she does in getting the
task completed.

Supervisors often resist taking on the role of coach. What can organization do to encourage
supervisors to be effective coaches? As per the HR we try to motivate and tell them if they try
to coach the worker we can work on your promotion because you have tried to coach a worker
and help both the resort as well as the worker, also if they do this and they get the promotion.
The salary and perks will increase. This role of coach is a test to be better and improve yourself
to achieve a higher post in the resort.

Why the selection process in the company is very important? As per the Resort’s HR it is very
important so that we can choose the right candidate for the right job, which can also benefit
both the resort as well as the employee in completing the task, goals and the resorts vision.

How is applications and resume useful in the selection tool process? It is very useful because
it becomes easier to eliminate candidate who don’t fall under the guidelines which are set by
the manager. So when you look at the resume and applications you get an overall idea of who
has more work experience and also who has the required qualification.

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Appendix: -

1. Exit interview form

2. Name
3. Designation
4. Reporting to
5. When did you make the decision of leaving the resort?
6. Reason for which you want to leave the organisation?
7. Did your supervisor solve complaints in time?
8. Rate the following?
a) [Working relationship with your supervisor]
b) [Working conditions]
c) [Training given to you]
d) [Benefits provided by the resort]
e) [Working relationship with other employees]
9. How was the overall workload for your position?
10. The work assigned to you was it pertaining your designation?
11. What did you like most about your job?
12. What did you like least about your job?
13. Would you recommend the resort to your friends and relatives?
14. Given suggestions on how to make the resort a better place to work

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Form for current employees

1. Name
2. Designation
3. How long have been with the resort?
4. What made you join the resort?
5. Satisfaction level at the resort
a) [Does the management solve your problems on time?]
b) [How do you feel about the working environment?]
c) [What do you feel about the resorts policies, rules and regulations?]
d) [How is your relationship with your superior?]
e) [Are you satisfied with the salary?]
f) [Are you satisfied with the job that is given?]
g) [Are you happy about the food provided by the resort?]
h) [Is the stay provided by the resort satisfactory?]
i) [How was the training provided by the resort?]
j) [Are you satisfied with the recognition given by your superiors?]
k) [How is the work load?]
6. For how many more years will you work with the resort?
7. Will you suggest this resort to your friends, relatives and families?
8. Why do you think employee are leaving the resort?
9. What do you most like about the resort?
10. Any suggestions?

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Bibliography: -

https://www.ibef.org/industry/tourism-hospitality-india.aspx

https://freepestelanalysis.com/pestel-analysis-of-hotel-industry/

https://notesmatic.com/2017/03/hospitality-industry-pestel-analysis/

https://www.booking.com/hotel/in/alor-holiday-resort.html

http://alorhotels.com/

https://notesmatic.com/2017/03/hospitality-industry-pestel-analysis/

https://www.academia.edu/19302877/Phase_Five_Project_Management_ANALYSIS_OF_HOTEL_IN
DUSTRY_IN_PORTER?auto=download

Reference –

 Fourth edition of recruiting, interviewing, selecting and orienting new employees by

diane Arthur
 Eleventh edition of human resource management
 Aligning human resources and business strategy by Linda Holbeche

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