Sunteți pe pagina 1din 17

Lovely professional university

Training & Development Methods at Oberoi Hotels &


Resorts

Submitted To: Submitted By:


Siafou kofi Krishan Raj Bhatta (A31)
Manrit kaur walia (A32)
Priyanka Chauhan (A33)
Anshika Shukla (A34)
Pallavi Raghav (A35)

Page | 1
Course Code: HRM619 Course Title: Training and development
Course Instructor: Siakou Koffi Senyo
Academic Task No.:1 Academic Task Title: Assignment
Date of Allotment: 26 Jan 2013 Date of submission: 11 feb 2013
Student’s Roll no: A31, A32, A33, A34 and A35
Student’s Reg. no:
Evaluation Parameters: (Parameters on which student is to be evaluated- To be mentioned by
students as specified at the time of assigning the task by the instructor)

Declaration:
We declare that this Assignment is our group work. We have not copied it from any other
student’s work or from any other source except where due acknowledgement is made explicitly
in the text, nor has any part been written for us by any other person.
Student’s Signature: Priyanka Chauhan, Krishn Raj Bhatta, Anshika Shukla, Manrit
Kaur, Pallavi

Evaluator’s comments (For Instructor’s use only)

General Observations Suggestions for Best part of assignment


Improvement

Evaluator’s Signature and Date:

Marks Obtained: _______________ Max. Marks: ______________

Page | 2
INTRODUCTION

The Indian Hospitality Sector is witnessing one of its rare sustained growth trends. Hotel
industry is inextricable linked to the tourism industry and the growth in the Indian tourism
industry has fuelled the growth of Indian Hotel Industry.
A major reason for the demand for hotel rooms is the underlying boom in the economy,
particularly the growth in the information technology enabled services and information
technology industries. Rising stock indices and new business opportunities are also attracting
foreign institutional investors, funds, equity and venture capitalist.

The financial year 2008 – 09 was an unforgettable one for the Indian tourism industry with the
Mumbai terror attacks and the global economic downturn affecting the industry’s performance.
The Hotel Industry, too, observed an overall decline in occupancy and revenue in most cities in
India

Training and development or Learning and development as many refer to it now are one of the
most important aspects of our lives and our work. Many people refer training as an activity that
produces the result or outcome of learning and learning is typically viewed as new knowledge,
skills and competencies or abilities. Training can be defined as the process of increasing the
knowledge and skills of the workforce to enable them to perform their jobs effectively. It is a
process whereby an individual acquires job-related skills and knowledge. It is a subsystem of an
organization.

In simple terms, training and development refer to the imparting of specific skills, abilities and
knowledge to an employee. A formal definition of training and development is “It is any attempt
to improve current or future employee performance by increasing an employee’s ability to
perform through learning, usually by changing the employee’s attitude or increasing his or her
skills and knowledge”.

The need for training and development is determined by the employee’s performance deficiency,
computed as follows:

Training and Development= standard performance – actual performance.

Training takes place at various points and places in a business. Training is required to:

Page | 3
 Support new employees (induction training)
 Improve productivity
 Increase marketing effectiveness
 Support higher standards of customer service and production quality
 Introduction of new technology, systems or other change
 Address changes in legislation
 Support employee progression and promotion

Effective training has the potential to provide a range of benefits for a business:

 Higher quality
 Better productivity
 Improved motivation- through greater empowerment
 More flexibility through better skills
 Less supervision required (cost saving in supervision)
 Better recruitment and employee retention
 Easier to implement change in the business

IMPORTANCE OF TRAINING AND DEVELOPMENT:-

Organizations provide training to assist employees in developing their full potential. By offering a
variety of courses, programs and educational benefits through its human resources or HR
department, a company encourages employees to continually learn and improve.

Training programs conducted by organization play a very important role in the following ways:-

 Optimum utilization of Human Resources: - Training and development helps in


optimizing the utilization of human resource that further helps the employee to achieve the
organizational goals as well as their individual goals.
 Development of Human Resources: - Training and development helps to provide an
opportunity and broad structure for the development of human resources technical and
behavioural skills in an organization. It also helps the employees in attaining personal
growth.

Page | 4
 Development of skills of employees: - Training and development helps in increasing the job
knowledge and skills of employees at each level. It helps to expand the horizons of human
intellect and an overall personality of the employees.
 Productivity: - Training and development helps in increasing the productivity of the
employees that helps the organization further to achieve its long term goal.
 Team spirit: - Training and development helps in circulating the sense of team work, team
spirit and inter team collaborations. It helps in inculcating the zeal to learn within the
employees.
 Organization culture: - Training and development helps to develop and improve the
organizational health culture and effectiveness. It helps in creating the learning culture within
the organization.
 Organization climate: - Training and development helps building the positive perception
and feeling about the organization. The employees get these feelings from leaders,
subordinates and peers.
 Quality: - Training and development helps in improving upon the quality of work and work
life.
 Healthy work environment: - Training and development helps in creating the healthy
working environment. It helps to build good employee relationship so that individual goals
align with organizational goal.
 Health and safety: - Training and development helps in improving the health and safety of
the organization thus preventing obsolescence.
 Morale: - Training and development helps in improving the morale of the work force.
 Image: - Training and development helps in creating a better corporate image.
 Profitability: - Training and development leads to improved profitability and more positive
attitudes towards profit orientation.
 Training and Development aids in organizational development: - i.e organization gets
more effective decision making and problem solving. It helps in understanding and carrying
out organizational policies.
 Training and development :- Helps in developing leadership skills, motivation, loyalty,
better attitudes and other aspects that successful workers and managers usually display.
 Training and development: - demonstrates a commitment to keeping employees on the
cutting edge of knowledge and practice.

Page | 5
COMPANY PROFILE

The Oberoi Group Profile


The Oberoi Group, founded in 1934, operates 28 hotels across five countries, one Nile
Cruiser and one Backwater Vessel in Kerala under the luxury ‘Oberoi’ and five-star
‘Trident’ brands. The Group is also engaged in flight catering, airport restaurants, travel
and tour services, car rentals, project management and corporate air charters.

 A distinctive feature of The Group’s hotels is their highly motivated and well trained
staffs that provide exceptionally attentive, personalised and warm service. The Group’s
new luxury hotels have established a reputation for redefining the paradigm of luxury and
excellence in service amongst leisure hotels around the world.

 Trident hotels are five-star hotels that have established a reputation for excellence and are
acknowledged for offering quality and value. These hotels combine state of the art
facilities with dependable service in a caring environment, presenting the ideal choice for
business and leisure travellers. At present there are nine Trident hotels in India. These are
located in Mumbai at Bandra Kurla and Nariman Point, Gurgaon (Delhi National Capital
Region), Chennai, Bhubaneshwar, Cochin, Agra, Jaipur and Udaipur. The Oberoi Group
also operates a Trident hotel in the Saudi Arabian city of Jeddah.

 The last decade has witnessed the debut of new luxury Oberoi leisure hotels in India and
abroad. In India, these hotels include The Oberoi Rajvilas, Jaipur; The Oberoi Amarvilas,
Agra; Wildflower Hall, Shimla in the Himalayas; The Oberoi Vanyavilas,
Ranthambhore; The Oberoi Cecil, Shimla and The Oberoi Udaivilas, Udaipur. Overseas,
the new hotels include The Oberoi, Lombok in Indonesia, The Oberoi, Mauritius and The
Oberoi, Sahl Hasheesh in Egypt. The Oberoi Zahra, Luxury Nile Cruiser, Egypt was
launched in 2007.

 The Group’s commitment to excellence, attention to detail and personalised service has
ensured a loyal list of guests and accolades in the worldwide hospitality industry.

 Recognising the importance of quality training in hospitality management, The Oberoi


Group established The Oberoi Centre of Learning and Development in New Delhi in
1966. Today, this institution is considered amongst the best in Asia with approximately
100 students graduating each year.

 The Oberoi Group is committed to employing the best environmental and ecological
practices in technology, equipment and operational processes. The Group also supports
philanthropic activities that range from education to assistance for the mentally and
physically challenged. The Group is also a keen contributor to the conservation of nature
and of cultural heritage.

 Reservations may be made through The Oberoi Contact Centre by dialing the toll free
number in India 1 800 11 2030 for Oberoi Hotels & Resorts or by visiting the website
www.oberoihotels.com. For Trident Hotels, reservations may be made by calling the toll
free number 1800 11 2122 or by calling 11 2389 0555. Online reservations may be made
by visiting the website www.tridenthotels.com.

Page | 6
CORPORATE INFORMATION

Company Name EIH Limited

Primary Brands Oberoi Hotels and Resorts


Trident Hotels

Associate Oberoi Flight Services


Businesses Oberoi Airport Services
Oberoi Aviation
EIH Printing Press
Mercury Car Rentals Limited

Corporate Office 7, Sham Nath Marg


Delhi – 110 054

Telephone Number +91 (11) 23890505

Registered Office Four Mangoe Lane


Kolkata – 700 001

Page | 7
Mohan Singh Rai Bahadur M.S. Oberoi Oberoi (August
15, 1898 — May 3, 2002) was
a renowned The Founding Chairman Indian hotelier
widely regarded as the
father of 20th century India's
hotel business. A centenarian, he was revered in his later years as a far-ranging visionary who
provided a modern structural model for South Asia's tourism and hospitality services industry.

Early Years
Mohan Singh Oberoi was born in Bhaun, a minor village of Jhelum District (now Chakwal
District) in Punjab. After attending schools in his village and nearby Rawalpindi, he passed the
Intermediate College Examination in Lahore, but was unable to continue attending classes due to
a lack of finances. Instead, he learned typing and shorthand, and in 1922, started his hotel career
with a low-paid billing clerks position at Shimla's Hotel Cecil after being interviewed by it’s
manager, Mr. D.W. Grove. Within two years, he worked his way up, and assisted the hotel
manager, Mr. Ernest Clarke (who had replace Mr. Grove) in purchasing The Carlton Hotel
(subsequently renamed “Clarkes Hotel”) in Shimla. Ten years later, in 1934, Mr. Clarke retired,
and young M. S. Oberoi gathered all the family resources to purchase the hotel himself.

The Start of a Hotel Empire


In 1938, the bustling metropolis of Kolkata saw a huge business downturn in the aftermath of a
cholera epidemic. This depressed economic environment enabled M. S. Oberoi to take over the
management of the city's Grand Hotel on favorable terms. The hotel - formerly a palace of
luxury - had been empty for years, since the death of over a hundred foreign guests during the
cholera outbreak.

Mohan Singh Oberoi (August 15, 1898 — May 3, 2002) was a renowned Indian hotelier widely
regarded as the father of 20th century India's hotel business. A centenarian, he was revered in his
later years as a far-ranging visionary who provided a modern structural model for South Asia's
tourism and hospitality services industry.

Early Years
Mohan Singh Oberoi was born in Bhaun, a minor village of Jhelum District (now Chakwal
District) in Punjab. After attending schools in his village and nearby Rawalpindi, he passed the
Intermediate College Examination in Lahore, but was unable to continue attending classes due to
a lack of finances. Instead, he learned typing and shorthand, and in 1922, started his hotel career
with a low-paid billing clerks position at Shimla's Hotel Cecil after being interviewed by it’s
manager, Mr. D.W. Grove. Within two years, he worked his way up, and assisted the hotel
manager, Mr. Ernest Clarke (who had replace Mr. Grove) in purchasing The Carlton Hotel
(subsequently renamed “Clarkes Hotel”) in Shimla. Ten years later, in 1934, Mr. Clarke retired,
and young M. S. Oberoi gathered all the family resources to purchase the hotel himself.

The Start of a Hotel Empire


In 1938, the bustling metropolis of Kolkata saw a huge business downturn in the aftermath of a
cholera epidemic. This depressed economic environment enabled M. S. Oberoi to take over the
management of the city's Grand Hotel on favorable terms. The hotel - formerly a palace of
luxury - had been empty for years, since the death of over a hundred foreign guests during the
cholera outbreak.

Page | 8
Revered Centenarian
Throughout his later life, Rai Bahadur M. S.
Oberoi received numerous honors and awards
from the Indian government and private
organizations. He was the recipient of many
prestigious national and international awards and
accolades, the most prestigious of which are:

 The admission to the ‘Hall of Fame’ by the


American Society of Travel Agents (ASTA)
 ‘Man of the World’ by the International
Hotel Association (IHA) New York
 ‘Order of The Republic - First Class’

conferred by the president of Egypt


Late Rai Bahadur Mohan Singh Oberoi
 Honorary Doctorate of Business (August 15, 1898 – May 3, 2002)
Administration by the International
Management Centre, Buckingham, UK “The idea was never to make money….the
 Being named by Newsweek as one of the compulsion was to always offer the
‘Elite Winners of 1978’ best….profits would come automatically.”
 The PHDCCI ‘Millennium’ award in 2000
 The ‘Padma Bhushan’ awarded in 2001 “Not buildings, nor marble, not granite; it’s
the people who make us better.”
He came to be seen as an emblematic figure in
Late Rai Bahadur Mohan Singh Oberoi
the transformation of modern India. Upon his
passing away in 2002.

Page | 9
Group Hotels
Name of Hotel Name of General Manager
Oberoi Hotels & Resorts – India
The Oberoi, New Delhi Puranjay Sinh Rathore
The Oberoi Gurgaon David Mathews
The Oberoi, Mumbai Varun Chhibber
The Oberoi, Bangalore Huvida Marshall
The Oberoi Grand, Kolkata George Kuruvilla
The Oberoi Amarvilas, Agra Ankush Mahajan
The Oberoi Rajvilas, Jaipur Anshul Kaul
The Oberoi Udaivilas, Udaipur Vincent Guironnet
The Oberoi Vanyavilas, Ranthambore Ratna Malhotra
Wildflower Hall, In the Himalayas Abhishek Sharma
The Oberoi Cecil, Shimla Arpit Pant
Oberoi Hotels & Resorts – Overseas
The Oberoi, Bali John Halpin
The Oberoi, Lombok Rudy Baihaqi
The Oberoi, Mauritius Marc Denton
The Oberoi, Madina Adel Abdel Hai
The Oberoi, Sahl Hasheesh, Red Sea Dhiren Pereira
The Oberoi, Dubai Tapan Piplani
Luxury Cruise Liners
The Oberoi Zahra, Nile Cruiser Imran Sultan
The Oberoi Philae, Nile Cruiser George Michel
The Oberoi Motor Vessel Vrinda, Kerela Amit Saincher
Trident Hotels
Trident, Agra Vishal Bharti
Trident, Bhubaneswar Vishal Pathak
Trident, Chennai Amit Khare
Trident, Cochin Amit Saincher
Trident, Gurgaon Nitesh Gandhi
Trident, Jaipur Prashant Gupta
Trident, Udaipur Dhiraj Mehta
Trident, Nariman Point, Mumbai Sanju Soni
Trident, Bandra Kurla, Mumbai Visheshwar Raj Singh
Trident, Hyderabad Sharad Puri
Trident Hotel – Overseas
Trident, Jeddah Chander Nain
Heritage Hotels
Maidens, Delhi B.S. Parmar
Clarks, Shimla D.P. Bhatia

Page | 10
Emerging training trends in Hospitality sector

1) Computer based training (CBT): CBT is an interactive training experience in which the
computer provides the learning stimulus, the trainee must respond and the computer analyses the
responses and provides feedback to trainees. It includes interactive video, CD- ROM and other
systems when they are computer driven.
 A personal computer enables animation, video clips and graphics to be integrated
into a training session. The user can interact with training materials through use of
joystick or touch screen monitor. CD ROMs and DVDs utilize a laser to read text,
graphics, audio and video off an aluminum disc. A laser disc uses a laser to
provide high quality video and sound.

 Interactive video combines the advantages of video & computer based


instructions. Instruction is provided one on one to trainees via a monitor
connected to a keyboard. Trainee’s uses keyboard to interact with program and
this is basically used to teach technical procedures and interpersonal skills.

 Online learning refers to the instruction and delivery of training by computer


online through the internet or the web. The internet based training is refers to that
training which is delivered on public or private computers networks and displayed
by a web.

 Learning Portals are the websites or online learning centers that provide, via e
commerce transactions, access to training courses, services and online learning
communities from many sources.

2) Blended Learning: It combines online learning, face to face instruction and other methods
for distributing learning content and instruction. Blended learning courses provide learners with
positive features of both face to face instruction and technology based delivery and instructional
methods.
3) The following four types of simulations are being observed in hospitality as emerging trend in
training:

Page | 11
 Branching story is the one in which trainees are presented with a situation and asked
to make a choice or decision. The trainees progress through the simulations on basis of
their decisions.
 Interactive Spreadsheet are those type in which trainees are given a set of business
rules and asked to make decisions that will affect the business. It usually contains
financial data or information.
 In game based trainees play video game on a computer and takes decisions in
between the game.
 Virtual Lab provides trainees to interact with a computer representation of the job
they are being trained for. Avatars are the computer depictions of humans that are used as
imaginary coaches, co -workers and customers.

4) Mobile technology allows learning to occur anywhere at any time and it consist of wireless
transmission systems such Wi-Fi and Bluetooth which allows transmission of data without the
need for physical connections. Mobile devices such as MP3 players, portable computers, iPods,
global positioning systems etc. can be used to share information related to audio files, word
processing , spreadsheets, internet, e-mail and instant messaging can be shared at a fast pace.

5) Intelligent Tutoring systems are instructional system that uses artificial intelligence. There
are three types of ITS environment: Tutoring, coaching and empowering where tutoring is a
structured attempt to increase trainee understanding of a content domain and coaching provides
trainees with a flexibility to practice skills in artificial environments.

6) Teleconferencing refers to synchronous exchange of audio, video and/or text between two or
more individuals or groups at two or more locations.

7) Groupware is a special type of software application that enables multiple users to track, share
and organize information and to work on the same document simultaneously. It combines
elements such as e-mail, documents management and an electronic bulletin board.

Page | 12
Methods of Training Used At Oberoi Hotel & Resorts:

Presentation method Hands On method


 Lectures  Business games
 Discussions  Role play
 Classroom training  Simulation
 Seminars  On The Job:
 Audio Visuals
 Induction training

PRESENTATION METHODS:-

Presentation methods refer to methods in which trainees are passive recipients of


information.

 Lecture:- It is one of the oldest methods of training. A lecture can be in printed or oral
form. Lecture is telling someone about something. Lecture is given to enhance the
knowledge of listener or to give him the theoretical aspect of a topic. Training is basically
incomplete without lecture. In Oberoi Hotels and Resort the lecture is being delivered by
department heads on the weekly basis. To train the employee on the new techniques to be
add on in the daily working.

 Discussion: - The discussion method consist a two way flow of communication i.e.
knowledge in the form of lecture is communicated to trainees and then understanding is
conveyed back by trainees to trainer. This method uses a lecturer to provide the learners
with context that is supported, elaborated, explains or expanded on through interactions
both among the trainees and between the trainer and trainees. The interaction and the
communication between these two make it much more effective and powerful than the
lecture method. If the discussion method is used with proper sequence i.e. lectures,
followed by discussion and questioning, can achieve higher level knowledge objectives,
such as problem solving and principle learning.

Page | 13
 Induction training:- Induction training is important as it enables a new recruit to
become productive as quickly as possible. It can avoid costly mistakes by recruits not
knowing the procedures or techniques of their new jobs. The length of induction training
will vary from job to job and will depend on the complexity of the job, the size of the
business and the level or position of the job within the business. The main purpose of
induction is to relieve the new employee from possible anxiety and make him or her feel
at home on the job. In Oberoi hotel & resorts these orientation programmes are carried
out formally as well as individually/collectively in the hotels. These programmes are
carried from 1 week – 2 weeks.

 Online training:-With the worldwide expansion of hotels and changing technologies, the
demands for knowledge and skilled employees have increased more than ever, which in
turn, is putting pressure on HR department to provide training at lower costs. So Oberoi
group & hotels are now implementing online training as an alternative to classroom based
training to accomplish those goals.

Some of the benefits of online training are:-

 Provides instructional consistency


 Reduces training learning time
 Increases assess to training
 Affords privacy of learning
 Allows learning at an individual pace
 Allows the training to master learning
 Reduces the cost of training

With the prevailing need the hotel is providing training to employees through intranet or
internet. Internet is not the method of training, but has become the technique of
delivering training. The growth of electronic technology has created alternative training
delivery systems.

Page | 14
HANDS ON METHODS:-

 Business games:-With the increase in globalization and changing technologies, many


organizations are now moving from board game to computer based simulations, using
interactive multimedia (IM) and virtual reality (VR).

Business games are the type of simulators that try to present the way an industry,
company, organization, consultancy, or subunit of a company functions. Basically, they
are based on the set of rules, procedures, plans, relationships, principles derived from the
research. In the business games, trainees are given some information that describes a
particular situation and are then asked to make decisions that will best suit in the favor of
the company.

Again, on the basis of the feedback they are asked to make the decisions again. This
process continues until some meaningful results do not come out or some pre-defined
state of the organization exists or a specified number of trails are completed.

Benefits of business games are:-

 Leadership skills
 Management skills
 Quality tools
 Principles and concepts
 Total quality principles
 Solve complex problems.

Business games simulate whole organization and provide much better perspective than
any other training methods. They allow trainees to see how their decisions and action
impact on the related areas.

 Role play: -Role play is a simulation in which each participant is given a role to play.
Trainees are given with some information related to description of the role, concerns,
objectives, responsibilities, emotions etc. Then, a general description of the situation and
the problem that each one of them faces is given. For instance, situation could be strike in
factory, managing conflicts, scheduling vacation days etc. Once the participants read their
role descriptions, they act out their roles by interacting with one another. In Oberoi

Page | 15
Group these role plays are played under the supervision of department heads, in various
departments.

On job training programmes:-

The development of a manager’s abilities can take place on the job. The techniques for on the job
development are:

 Job rotation: -The transferring of the executives from job to job and from department to
department in a systematic manner is called job rotation. When a manager is posted to a
new job as part of such program, it is not merely an orientation assignment. He has to
assume the full responsibility and perform all kinds of duties.

The idea behind this is to give him the required diversified skills and broader outlook,
which are important at the management level. It is up to management to provide a variety
of job experiences for those judged to have the potential for higher before they are
promoted. In Oberoi Hotels & Resorts they call this process as SUPPORT.

This process increase the inter departmental cooperation and reduces the monotony of
work. It makes executives and does not allow them to confine themselves to their
specialized field only.

Apprenticeship: - Oberoi hotels & resort also provide apprentice training. It is one of the
kinds of training taking place in an organisation. This actually is an on-the-job training.
Under this training method apprentices get stipend during training period. Sometimes they
are offered jobs after the completion of training. Most of the Hotels have internship trainees
for 6 months duration. These trainees are final year student of hotel management institutes.
The training provides hands on experience to the trainees and to hotelier’s seasonal supply of
manpower requirements. Oberoi hotel also pay some amount of stipend to internship trainees
during this duration in few cases they are also provided to food and accommodation from
hotels.

Page | 16
Recommendations & Suggestions:
1. The training programs of Oberoi hotel & resorts are mainly focused on soft skills, but the
fresher’s should also be trained on the technological skills.

2. As attrition rate of Hotel is high, so training must be imparted regarding organization


commitment and loyalty towards the Hotel.

3. Improve predictability in need analysis.

4. They provide on training only through Presentation and Hand On methods, and should
also add the Group building methods in their training methods. As it is Hotel industry
where team work is very much required.

5. They should also involve experiential training technique on a yearly basis, so that they
can learn to work in team and new joined employee should get a better chance to involve
in an organization.

6. As Spa department work as a core competency for the Oberoi Hotels & Resorts, So they
should give more emphasis on the training of SPA department by provide them the
training all kind of therapy and treatments.

Conclusion:

Till date of journey of Oberoi Group has been successful and they are ready for the future as
well. The growth rates will change, the business cycles will change, the ability to influence the
business environment will change, and even the leaders will change. But what will not change in
Oberoi's future are their ability to achieve profitable growth legally and ethically, their guiding
set of principles and their values.

Page | 17

S-ar putea să vă placă și