A PROJECT REPORT ON TRAINING AND DEVELOPMENT

IN PARTIAL FULFILLMENT OF THE DEGREE REQUIREMENTS TOWARDS THE REQUIREMENT FOR MASTER OF BUSSINESS ADMINISTRATION FOUR TO SIX WEEKS INDUSTRIAL TRAINING
at

PARK PLAZA (from 01JUNE 2011 to 15 JULY 2011 )

SUBMITTED BY JASPREET SINGH M.B.A 100372244443

GURU NANAK DEV ENGINEERING COLLEGE LUDHIANA

STUDENT DECLARATION
I hereby declare that the Summer Training Project Report TRAINING AND DEVELOPMENTat PARK PLAZA LUDHIANA PUNJAB submitted in partial fulfillment of the award of the degree of MASTER OF BUSINESS ADMINISTRATION to GURU NANAK DEV ENGG. COLLEGE LUDHIANA (Affiliated to PUNJAB TECHNICAL UNIVERSITY, JALANDHAR) is one of my original works and not submitted to any other Degree/Diploma, fellowship or other similar title.

JASPREET SINGH

ACKNOWLEDGEMENT
This humble endeavor of me is an amalgamative consequence of contribution from very high talented people and various sources. Foremost of all, I express my gratitude to the almighty for his blessings and vesting wisdom in all my wishes. I would like to express my heartfelt gratitude and indebted towards the management of Park Plaza Ludhiana who had given me the privilege to work in their esteemed organization and provided me golden opportunity to gain invaluable practical experience during my training period. I am thankful to Mr.Jasvir Singh Khangura(M.D), for granting me permission to obtain training in Park Plaza Ludhiana. I am also very thankful to Mr. Naveen Verma (H.R.Manager) HRD. I would like to express my deep sense of gratitude towards Ms.Suman Kaler (Training and H.R Executive). Secondly I want to make a humble thanks to Mr. Arun Jaie (GM), for the valuable support and guidance to complete the training .I also convey my special thanks to all the subordinate of various departments. Without the help and inspiration of these people, it would have been rather too difficult to complete this training.

SIGNATURE

CONTENTS
 CERTIFICATE  DECLARATION  AKNOWLEDGEMENT 1. OVERVIEW OF ORGANISATION 2. INTRODUCTION OF THE PROJECT 3. OBJECTIVE OF THE RESERCH 4. LITERATURE REVIEW 5. RESEARCH METHODOLOGY 6. DATA ANALYSIS AND INTERPRETATION 7. FINDINGS 8. LIMITATIONS 9. SUGGESTIONS 10. CONCLUSION 11. BIBLIOGRAPHY 12. ANNEXURE QUESTIONNAIRE

CHAPTER 1

OVERVIEW OF THE ORGANISATION

THE COMPANY & HISTORY

Sarovar Hotels &Resorts Pvt. Ltd. Pioneered in venturing into the mid-market segment in the Indian hospitality landscape. The Company over a period of ten years has successfully churned the demand in this segment, and is now the fourth largest chain in India, with 28 hotels across the country and overseas. It has a diverse portfolio encompassing hotels, resorts, restaurants and corporate hospitality. The properties vary by type, size and the market niche they serve. It provides a consummate and unmatched international hospitality experience at competitive price offerings.

In the global communion, Sarovar Park Plaza Hotels has capitalized on the emerging business opportunities by adopting a dynamic and performance driven approach, evolving constantly and adapting swiftly.

A strong focus on the proverbial bottom line, continued development of staff and an intricate understanding of the needs of the Indian market and consumer have catapulted the company to its present success. Through expertise and a comprehensive involvement it tries to make every project a success.

The company firmly believes that mutual respect; long-term partnerships and strong ethics and integrity are essential to achieve ultimate success. It follows the principle-collaboration is the key work to mutual success and growth The company is managed by competent professionals endowed with a wealth of experience. It is their keen understanding of the hospitality business and their expertise in technical knowledge that has propelled the company to the forefront of the hotel industry.

Sarovar Hotels & resorts Pvt. Ltd. continues to enter into strategic tie-ups and excels through innovative hospitality solutions. It has pioneered unique food and beverage concepts. Geoffreys Pubs are unanimously hailed as some of the finest in the country.

The company offers its partners

A team of through professionals with an exemplary track record, all of who have held senior management positions with the finest hotel companies in India and overseas.

A strong team of corporate operating heads supported by senior specialists in Food and Beverage, Kitchen, Housekeeping, Engineering, Finance and Sales and Marketing

A strong sales network across India backed by the support of the global sales offices of Carlson Hospitality Worldwide

A strong nationwide network with the ability to deliver business to hotels

Continuous training and upgrade opportunities Young and very motivated team of mid-level managers. Strong adaptability, proactiveness and ability to predict and adjust to environmental forces. Ability to identify market gaps/niches and expands rapidly to fill the same Ability to attract, retain, train and develop a level of talent otherwise difficult to achieve for a single unit property. Value for money marketing strategy.

Sarovar Park Plaza Hotels is continuously working towards developing world-class systems and a training culture to deliver customer delight by continuously raising the level of customer satisfaction. It aims to extend the same Sarovar Park Plaza hospitality experience in every city across India.

There is a constant endeavor to evolve into a progressive organization, which extends equal opportunities of growth and progress for all its employees and partners by providing them continuous training and counseling at every stage. 7

VISION
To maintain a position as a leading player in the hospitality landscape of all the countries in which we operate

MISION
To provide our guests superior hospitality at excellent value in varied market segments, our property owners the highest possible returns and our employees continual satisfaction and growth opportunities, all while focusing on our own growth and maintaining consistency in product, warm personalized service and absolute transparency in all our dealings.

ABOUT THE PLACE

The largest city of Punjab in India is Ludhiana. It is a tourist destination too as it has a rich historical significance. The city is beautifully placed along the banks of Sutlej River. This city is also important as a business center of Punjab. Most of the Hotels in Ludhiana in India provide ample scope of relaxing in the peaceful environment and enjoy your vacation in Punjab. Majestic Park Plaza Hotel in Ludhiana reflects a blend of classic Punjabi architecture and contemporary hotel amenities. The hotel is suitable for business tourists and tourists who come to Ludhiana for sightseeing. The hotel is an example of grand style and is regarded as a landmark in Ludhiana.

A city was found during the rule of the Lodhi Emperors on the site of a village Mir Hota in the year 1481. The founders were two army generals namely Yusuf Khan & Nihang Khan. The Lodhis administered the art to restore peace and order due to disturbances caused by the Bilochis. Some Historians believe Ludhiana is the changed name of Lodiana meaning the town of Lodhis. Today it is the Manchester of India due to prominence in Hosiery, Cycles, the automotive parts industry and agriculture.

Ludhiana is a typical North Indian unplanned city. A high percentage of locals are NRI settled in UK, US and Canada.

Majestic Park Plaza Hotel in Ludhiana reflects a blend of classic Punjabi architecture and contemporary hotel amenities. The hotel is suitable for business tourists and tourists who come to Ludhiana for sightseeing. The hotel is an example of grand style and is regarded as a landmark in Ludhiana.

Function Palaces : a misnomer for glorified tent houses is the only venues for above 300
pax functions. Function palaces abound the place like eating houses dot a normal city, with no dearth of people getting married

Yellow Chilies: is the most popular restaurant in town. A signature restaurant of renowned
Chef Sanjeev Kapoor has predominantly Indian cuisine & also Chinese.

Chawala Cream Chicken, Dodha Sweet Mart, Basant Softy Cream Center (
fast food and ice cream parlour), Hot Breads, Bukhara-take away kebab corner are the popular eateries

Dhabas offer the best fare and value for money by the ways of quality & quantity. Verka the biggest dairy of North India is located here. Punjab Agricultural University campus patterned after Lord Grant College USA is a
landmark of its own

Christian Medical College has its only other branch here after Vellore.
Cities near Ludhiana are Chandigarh (90 kms CONNECTIVITY

Centrally located, 3.5 Km from the Railway Station and 16 Km form the Airport

FOOD & BEVERAGE SERVICE

10

FACILITIES
Facilities in Room Mini bar 24Hrs Room Service Same day laundry and dry-cleaning Safety locking systems and Bay window Doctor on Call STD & ISD Direct Dialing Hot and cold water Central Air-conditioning

Food & Beverage Facilities

BREAK FOR THE BORDER 24Hour Coffee Shop Located at lobby is a favorite stop for all day dining with its buffet and a la carte offers for breakfast, lunch and dinner. The Sunday brunch is a most popular affair here! TIMING LOCATION THEME : 24hrs : Diagonally right at the lobby level, along with the terrace : Presenting the theme the walls of restaurant are three sided and one is open to the lobby. There are broken bricks pasted on walls. The ceiling appears like clouds. Pictures around the walls have modern images. It is a multi cuisine restaurant with quick economical service. It serves selected North Indian, Oriental/ Italian/ Continental and South Indian cuisine. Entertainment with a live Piano Music from 20:00hr-23:00 hr and channel music. : 82

COVERS

TYPES OF SERVICE: Self service from buffet and live counter. American service from A la Carte and Table d hote menu

11

ORIENT BLADE- Classic Chinese restaurant serving Schzewan & Cantonese cuisine.
TIMINGS LOCATION : 19:30hr-23:30hr : On -1 Level, adjacent to the Kohinoor Banquet Hall and Visage the Beauty Saloon : This restaurant provides the delicacies from the Eastern-Asian countries, generally the Chinese cuisine which varies in Cantonese and Szechwan. The entrance door is wooden and appears as an interior part of ship. The floor is half wooden and half Italian marble in square shape in white and brown colour. The pictures on the walls show the different seasons. The lighting is focusing on each table. A live band arranges the entertainment. : 80 : 58 covers with two Private Dinning rooms PDR 1 of 12 covers PDR 2 of 10 covers TYPES OF SERVICE AVERAGE SALES : Platter to plate, A la Carte : Rs. 15000/day 12

THEME

COVERS SEATING

CHAMPS (The sports bar) - The bar with a distinctive atmosphere-the right place to
unwind and chill. TIMINGS LOCATION THEME : 11:00hr-23:00hr. : On the left of the Front Desk at lobby level : The sports theme of bar reflects through the paintings of all time great sports personalities on the walls.There is a theater projection for watching the live games around the world. The dinner lights do a magic of night. The flooring is all wooden. : 52 total seating arrangements. 16 barstools around the circular bar. Other seating is sofa along the wall : Offering a wide range of spirits, cocktails, imported beers and wines with snacks to match.

COVERS

SERVICE

13

Tea Lounge - Serene and uniquely styled, ideal place for a quick business meeting or for catching up with an old friend.
TIMING LOCATION : 11:00hr-23:00hr : Diagonally right from the Front Desk at the lobby level, opposite to Coffee Shop. : 36 : Service of hot and cold beverage with a wide range of finger snacks.

COVERS SERVICE

14

Club Lounge - Developed with the concept of a hotel within a hotel, an option to entertain
visitors without compromising the guest privacy. LOCATION TIMING : At 5th level of the hotel : 07:00hr-00:00hr

THEME : It is exclusively for the guest staying in the Club Room at 5 th level. It consists of meeting rooms, library, T.V. and attached bar. SEATING SERVICE : 12 covers lounge seating : Butler Service

Terrace Grill - Serving premium grill in a electrifying atmosphere.

TIMINGS LOCATION : 19:30hr-23:30hr : Terrace Grill is located at the lobby level. It is an open to space eating joint facing the Pakhowal road. It is adjacent to the Tea Lounge and the Coffee Shop. : It is a place you can get a wide range of Tandoori cuisine. Terrace Grill provides grilled and roast items with a range from Indian to Continental. Live cooking is done in front of the guest by our expert chefs. : 85

THEME

COVERS

SEATING

: Round table sitting arrangement is available in this open to air eating joint. Booking of tables is also done here in advance.

15

Punj Spice - Exclusive Mugalai & Punjabi Cuisine served with panache in a royal ambience. Live ghazals make it a regal experience.
TIMING LOCATION THEME : 19:30hr-23:00hr : On the right at lobby level, adjacent to Coffee Shop : Ensemble of Indian food, culture and ambience. Food combines the famous Muglai, Lodian and Hyderabadi delicacies. Entrance is representing the crafting of earlier Muslim monuments. Ornate Divan is placed at side of Hostess Desk. It is famous for its candle lit dinner in a dimmer light. Carpet flooring is done all where in the restaurant. Pictures showing the traditional day to day acts of Lodi- Emperors creates a wonderful ambience . Entertainment is done with live classic Ghazals. : 72 : 62 covers with one BIRADARI resembles as a meeting point in old times, which can seat 10 covers.

COVERS SEATING

16

ROOM SERVICE
LOCATION : At lobby level in the main kitchen which is located between the coffee shop and Indian Restaurant : 24 hr

TIMINGS

CUISINE

: Selected from Indian, Continental and Chinese cuisine there is an A la Carte Room Service Menu. In it there is limited menu from 23:00hr-07:00hr called odd hrs. : There is an important part of room service to make the stay of guest comfortable and enjoyable. It provides service for 24 hr with desired meal within comfort and privacy of guest room.

SERVICE

Breakfast is charged in rooms for in house guests. Complimentary fruit platter is served to room guests when it is demanded. Special discounts are given to guests availing Majestic Privilege Card facilities.

17

BANQUETS
Banquet and conference halls arrange events from small and private gathering to extravagant and excellently arranged receptions. There are six fully air conditioned conference rooms, accommodating from 10-500 pax. There is a business centre to encourage businessmen and corporate guest meetings. Proper arrangement for good quality lighting system has been made which is well appreciated by the guests. All Private board rooms are provided with audio-visual conference facilities and stationary. These all make it best for conference banquet, conventions and exhibitions.

CONFERENCE & BANQUETING ROOM CAPACITY

S.NO 1 2 3 4 5 6 MEETING ROOM DARBAR KOHINOOR FIRDAUS REGAL ROOM-I REGAL ROOM-II DIWAN-EKHAS AREA (Sq. ft.) 9500 6000 2625 750 800 525 THEATRE 450 200 75 25 25 20 CLASS BOARD ROOM ROOM 225 125 125 100 40 30 18 18 10 18 18 15 U- SHAPE 175 75 40 15 15 15

1 DARBAR 2 KOHINOOR HALL RENTALS S.NO. MEETING 0900hrs- 1900hrsNight ROOM 1800hrs Mid Hold Night Charges 3 REGAL ROOM-I 4 REGAL ROOM-II 5 FIRDAUS 6 DIWAN-E-KHAS 7 BOARD ROOM

1,75,000 1,75,000 2,50,000 1,00,000 1,00,000 1,55,000

25,000 25,000 45,000 24,000 10,000

25,000 25,000 45,000 24,000 10,000

40,000 40,000 70,000 36,000 18,000

18

HALL RENTALS S.NO. MEETING ROOM

1 2 3 4 5 6 7

DARBAR KOHINOOR REGAL ROOM-I REGAL ROOM-II FIRDAUS DIWAN-E-KHAS BOARD ROOM

0900hrs1800hrs 1,75,000 1,00,000 25,000 25,000 45,000 24,000 10,000

1900hrs-Mid Night 1,75,000 1,00,000 25,000 25,000 45,000 24,000 10,000

Night Hold Charges 2,50,000 1,55,000 40,000 40,000 70,000 36,000 18,000

SWIMMING POOL

The hotel offers its customers a swimming pool with lifeguards and swimming pool attendants. Some of the main facilities are. y F & B Service y Pool side chairs y Guest safety y Care of lost and found items y First aid y Lockers y Separate Changing rooms for ladies and gents

19

HEALTH CLUB REFLEXIONS

One of the best in the region reflexions is a place for the fit body and fit soul. The health club offers the only boxing ring in Ludhiana with specialized instructors present to help the guests. Following are the main attractions of Reflexions.
y y y y y y y y y y y y y y

Boxing Ring Coessential Stepper Cycling machine Spa area Massage Jacuzzi Sauna bath Steam bath Aerobic area Yoga center Locker room Changing room First aid

MAINTENANCE
The maintenance department is responsible for y The overall upkeep of the hotel and its property. y It is responsible for all work related to the electricity, plumbing, car-painting etc. y Maintenance department makes it possible to keep the hotel building as new as it was at the time the hotel came into existence. y Smooth functioning of air conditioning system, y Smooth functioning of water system, and supply of gas to the kitchens. y Repair and maintenance of all the equipments, tools and furniture of the property. y Repair of different pipelines spread all around the hotel premises.

20

HOUSE KEEPING

21

HOUSEKEEPING

A hotels business depends on the guests. A frequent guest knows the difference between a good and a mediocre hotel. To him a hotel is both a home and a office which is visited many a times in a year. In a competitive situation the guest will choose a hotel in which he feels welcomed. He wants just more than wine and dines. Housekeeping is the department that is perhaps responsible to bring back the guest to the hotel again and again. This is so because the guest wants personal recognition and House Keeping department has ample scope to pay attention to all guests thus making them feel important. Moreover, this is the department that is indirectly responsible for earning the maximum revenue for the hotel because the rooms sold by the Front Office are the rooms made by the House Keeping. We have in all 120 rooms out of which 90 rooms are sellable. Following are the different types of rooms available with us y 1st floor Superior rooms 15 rooms All rooms are furnished with red upholstery. Room no. 109 is specially designed for physically challenged people.
y y

2nd floor 3rd floor

Net Cradle

27 rooms 2 rooms (311, 317) 25 rooms 2 rooms (411, 417) 25 rooms

Executive Suits Superior Rooms All rooms are furnished with Blue Upholstery y 4th floor Executive Suits Deluxe Rooms All rooms are furnished with Blue Upholstery
y

Deluxe Suits 3 rooms (518,510, 514) Presidential Suits 1 room (517) Club Rooms 20 rooms All clubrooms are furnished with Green and golden Upholstery.

5th floor

22

Laundry valet is also provided to the guests in an in house laundry. Our Laundry has the following features y Tumbler Dry 3 nos. y Washing machines 3 big, 1 small y Water Extractor 2 nos. y Dry cleaners 1 nos. y Simple irons 3 nos. y Steam irons 1 no. y Hydro machines 3 nos. y Puzee machine 1 no. y Victor wolf scrubbing 1 no.Machine y Vacuum Cleaners 2 no. (Dry & Wet) y Diver Scrub 42 + 1no.

Apart from the above facilities the housekeeping department also provides facilities such as flower arrangements and public area cleaning. Both these tasks are done on contract basis. Linen room is responsible for taking care of the hotel linen including room linen, employee uniforms and linen used in banquets and different restaurants. Besides the guest rooms, House Keeping has to look after all the public areas, corporate offices, banquets, restaurants etc. and it is not an easy task to keep the entire hotel sparkling thus justify the motto A hotel is a home away from the home.

23

FRONT OFFICE

24

FRONT OFFICE
The Front Office department of a hotel is the first point of contact between the guest and the hotel, whether in person or on the phone. The hotel generates more than 50% of its profits from the revenue of room sale. This is done by Front Office. It also helps the in following ways y Reservation of guests y Registration of guests y Guest Handling y Complaint Handling y Room allocation y Issue of Key cards Front Office presents the image of the hotel so its efficiency and dcor gives a good impression about the hotel. It could also be termed as the control centre of the Room Division, providing 24hr attention towards the handling and service of all guest requirements and needs. The Front Office employees play a vital role in the creation of a positive first and lasting impression, and the establishment of an on-going rapport of guest. In addition the department ensures that the impression created must be one of quick and efficient service by friendly, courteous, informative and helpful employees. All Front Office employees at Majestic Park Plaza fully trained and well experienced in their job functions to ensure they are able to handle any situation that may arise in a responsible and professional manner. Complimentary rooms are offered to management. Employees. Reduced rates are also offered to certain customers

ROOM TARIFF
SUPERIOR Single Occupancy SUPERIOR Double Occupancy CLUB REGENCY Single Occupancy CLUB REGANCY Double Occupancy EXECUTIVE SUITE DELUXE SUITE PRESIDENTIAL SUITE (Latala) EXTRA BED 25 Rs. 4950/Rs.5450/Rs. 5450/Rs. 5950/Rs. 9250/Rs.10,500/Rs. 24,500/Rs. 800/-

FOOD PRODUCTION

26

FOOD PRODUCTION
Food Production department is a non-revenue producing department but virtually it creates a satisfied and regular guest. The organization of kitchen varies due to size of outlet and theme. All the kitchens in Majestic Park Plaza are well planned for a quick and hygienic handling of food orders. We have divided our kitchens as following

MAIN KITCHEN

INDIAN KITCHEN (Punj Spice)

BAKERY CHINESE KITCHEN (Orient Blade)

PANTRY

SOUTH INDIAN KITCHEN CONTINENTAL KITCHEN

BANQUET KITCHEN

TANDOOR SECTION

CAFETERIA GARDE-MANGER

GRAVY SE CTION

HALWAI BUTCHERY

The Garde Manger means the Larder or the cold kitchen. This section of the kitchen prepares all sorts of cold items and caters mainly to banquet parties. According to the party orders the different salads, tarts, canaps are prepared and sometimes some canaps are also provided to Room Service. The chefs working in the Garde Manger specialize in butter carvings, vegetable carvings, and ice carvings and they are able to display their skills at several banquet functions. The Butchery is responsible for the mise en place of non-vegetarian items to all kitchens. They receive a requisition a night prior to the actual requirement so that they can prepare the raw material in time. De-boning of lamb/mutton/fish and skinning and cutting of chicken is also the job of the butcher. 27

The Bakery has three main sections called Confectionery and Cakes, Desserts, Bakery-Yeast Products

WHOS WHO
Chairman Chief Managing Director Executive Director General Manager F&B Manager Executive Chef Sales Manager G.M Financial Human Recourse Manager Chief Engineer Executive Housekeeper Front Office Manager Purchase Manager Stores Manager Tele Marketing Manager Mr. Jagpal Singh Khangura Mr. Jasvir Singh Khangura Mr. Harbans Singh Kanwal Mr. Arun Jaie Mr. Umeish Yadav Mr. Sudhanshu Rajhans Mrs. Archna Mr. Sunil Kwatra Mr. Naveen K. Verma Mr. Manu Sood Mr. Hemant Kumar Mr. Karun Bharti Mr. Sukhwinder Pal Singh Grewal Mr. Surinder Singh Dadhwal Mr. Bhawana Kapoor

28

CHAPTER 2

INTRODUCTION OF THE PROJECT

29

TRAINING AND DEVELOPMENT

Training and development refers to improving of special skills abilities and knowledge to an employee. It is an attempt to improve current and future employee performance by increasing an employees ability to perform through learning, usually by changing the employees attitude or increasing his or her skills and knowledge. The need for training and development is determined by employees performance deficiency. It can be computed as follows: Training and development need=standard performance-actual performance

According to Michael Armstrong Training is the systematic development of the knowledge, skills and attitudes required by an individual to perform adequately a given task or job

Development is the future oriented training focusing on the personal growth of the employee

30

INPUTS IN TRAINING AND DEVELOPMENT

Inputs in training and development program must contain inputs, which enable the participants to gain skills and learn theoretical and acquire vision to look into the distant future. In addition there is no need to impart ethical orientation, emphasize on attitudinal changes and stress upon decision making a problem-solving abilities.

SKILLS
Training is imparting skills to employees. A worker needs to operate machines, and use other equipment with least damage and scrap. This is a basic skill without which the operator will not be able to function .

EDUCATION
The purpose of education is to teach theoretical concept and develop sense of reasoning and judgment. Education is more important for managers and executives than lower cadre employees.

DEVELOPMENT
Another component of training and development programmed is development which is less skill oriented but stresses on knowledge. Knowledge about business environment management principles and techniques, human relation the like is useful for better management of a company.

31

ETHICS
There is need for imparting greater ethical orientation to a training and development program. There is no denial of the fact that ethics are largely ignored in business. Unethical practices abound in marketing, finance and production functions in an organization.

ATTITUDINAL CHANGES
Attitude represents feelings and beliefs of individuals towards others. Attitudes affect motivation, satisfaction Positive attitude. and job commitment. Negative attitude need to be converted into

DECISION MAKING AND PROBLEM SOLVING SKILLS

Decision making and problem solving skills focus on methods and techniques for making organizational decisions and solving work-related problems. Learning related to decisionmaking and problem-solving skills seeks to improve trainees abilities to define and structure problems, collect analyze information, generate alternative solutions and make an optimal decision among alternatives. Training of this type s typically provided to potential managers, supervisors and professionals.

32

METHODS OF TRAIING AND DEVELOPMENT

A. ON THE JOB TRAINING On the job training is the most universal from of employee development. This is the traditional method of learning which is design to maximize learning while allowing the employee to perform his job under his supervision and guidance of trained worker or instructor, providing him application and making principles and concept of learning meaningful realistic. There are several types of on the job training:-

1.

JOB INSTRUCTION TRAINING (JIT):This technique of training was developed during World War II. It is a four step instructional process. JIT is basically used to teach the workers how to o their current jobs. A trainer, supervisor or co-worker can act as the coach. The four steps involved in the process are:y

The trainee receives an overview of the job, its purposes and desired outcomes, with a clear focus on the relevance of training.

The trainer demonstrates the job in order to give the employee a model to copy.

The trainee is then asked to copy the trainers demonstration. Demonstration by the trainer and practice by the trainer are repeated till the trainee master the right way to perform the job.

Finally the employee does the job independently without supervision.

2.

COACHING:On the job coaching by the supervision is an important potentially effective approach. It is a kind of daily training and feedback given to employees by their immediate supervisors. It has the advantage to increase the motivation for the trainee and minimization of the problem of transfer from theory of practice.

33

3.

MENTORING:It is a somewhat different form of training method. In mentoring, senior person in the organization assumes the responsibility for training as well as grooming of a junior person. A mentor acts as a teacher, guide, counselor, philosopher, exemplar, supporter and facilitator of the junior person. The basic objective of mentoring is to help an employee gain psychological maturity and effectiveness and get integrated with the organization. A good mentor has to:
y Listen to the mentee and understand him y Coach y Build self confidence y Provide wise counseling y Teach by examples y Act as the role model y Share experiences y Offer encouragement

4.

POSITION ROTATION:Position rotation training is the broadening of the background of the trainee in the organization. If the trainee is rotated periodically from one job to another job, he acquires a general background. Rotation allows the trainees to build rapport with a large number of individuals within the organization and facilitates future co-operation among departments. The cross trained personnel will be more flexible in future in case of transfers, promotions or replacements.

34

5.

APPRENTICESHIP:Apprenticeship training may be traced back to medieval times when those who wanted to learn trade skills used to bind themselves to master craftsman to learn by doing the work under his guidance. It was used in training for the profession including medicine, law, teaching etc.

6.

COMMITTEE ASSIGNMENTS:In this method, the trainees are asked to perform special assignment and to solve actual organizational problems. The trainers acquire knowledge about the assigned activities and learn how to work with others. They also understand the personalities, issues and processes governing the organization.

B.

OFF THE JOB TRAINING

In off the job training methods the trainees have to leave their workplace and devote their entire time to the training. A few off the job training techniques are as follows:

1.

VESTIBULE TRAINING:In this method, a training centre called vestibule is set up and actual job conditions are duplicated or stimulated in it.

2.

APPRENTICESHIP TRAINING:This method used for training in industrial crafts, trades and technical areas. In this method, theoretical knowledge and practical learning are provided to trainees in training institutes. This training is an earn while you learn scheme.

35

3.

CLASSROOM TRAINING:Classroom training is the traditional way of education which places the trainee in a classroom. Like:- Lecture, case studies, group discussions and audio-visual aids.

4.

INTERNSHIP TRAINING:In internship training educational institutional and business firms have joint programme of training. This training is used in professional courses e.g. MBBS, C.A., ICWA etc.

5.

CONFERENCES:Conference is a favorite training method. In conference, the participants pool their ideas and experiences to arrive at improved method of dealing with the problems which are the common subject of discussion.

6. ROLE PLAYING:Role playing is a method of human interactions that involves realistic behavior in imaginary situations. Role playing involves action, doing and practice.

7.
-

PROGRAMMED LEARNING:Programmed instruction is a step by step learning process that consists of three parts Presenting questions, facts or problems to the trainees. Allowing the trainee to respond Providing feedback on the accuracy of answers

36

C. ELECTRONIC TRAINING
Computerized and internet based tools have revolutionized the training process. Some methods of electronic training are as follows:

1.

AUDIO-VISUALS:Audio-visuals include television slides, overheads, films, power points, videoconferencing, audio-video tapes etc. these can be very effective and are widely used as training techniques. Theses can be used to provide a wide range of realistic examples of job conditions and situations in the condensed period of time.

2.

COMPUTER BASED TRAINING:In computer cased training, the trainee uses computer based and/or CD-RAM systems to increase his knowledge and skills. In this method, the tests are taken on computer so that the management can monitor each trainees progress and needs.

3.

ELECTRONIC PERFORMANCE SUPPORT SYSTEM (EPSS):People do not remember everything they learn. The training, in this method, focuses on the skills the employees need every day for performing their jobs. EPSS are a set of computerized tools and displays that automate training, documentation and phone support, integrate this automation into applications and provide support that is faster, cheaper and more effective than traditional methods.

37

4. DISTANCE AND INTERNET BASED TRAINING:Organizations use various forms of leaning method for training. Distance learning methods include traditional papers and pencil correspondence courses as well as tele training, video-conferencing and internet based classes.

THE BENEFITS OF EMPLOYEE TRAINING

y Leads to improved profitability and /or more positive attitudes towards profit orientation y Improves the job knowledge and skills at all levels of the organization y Improves the morale of the workforce y Helps people identify with organizational goals y Helps create a better corporate image y Fosters authenticity, openness and trust y Improves relationship between boss and subordinate y Aids in organizational development y Leans from the trainee y Helps prepare guidelines for work y Aids in understanding and carring out organizational policies. y Provides information for future needs in all areas of the organization y Organization gets more effective decision-making and problem-solving skills y Aids in development for promotion from within y Aids in increasing productivity and/or quality of work y Helps keep costs down in many areas, e.g. production, personal, administration etc. y Improves labor-management relation y Reduces outside consulting costs by utilizing component internal consultation y Stimulates preventive management as opposed to putting out fires y Eliminate suboptimal behavior

38

y Creates an appropriate climate for growth, communication y Aids in improving organizational communication y Helps employees adjust to change y Aids in handling conflict, thereby helping to prevent stress and tension.

y Benefits to the individual which in turn ultimately should benefit the organization y Helps the individual in making better decisions and effective problem solving y Aids in encouraging and achieving self-development and self-confidence y Helps a person handle stress, tension, frustration and conflict y Provides information or improving leadership, knowledge, communication skills and

attitudes
y Increase job satisfaction and recognition y Moves a person towards personal goal while improving interaction skills y Satisfies personal needs of the trainer (and trainee) y Provide the trainee an avenue for growth and a say in his/her own future y Develops a sense of growth in learning y Helps eliminate fear in attempting new tasks y Benefits in personal and human relations, intragroup and intergroup relations and policy

implementation
y Improves communication between groups and individuals y Aids in orientation for new employee and those taking new jobs through transfer and

promotion
y Provides information on equal opportunity and affirmative action. y Provide information on other government laws and administrative policies y Improves interpersonal skills. y Makes organizational policies, rules and regulation viable. y Improves morale y Builds cohesiveness in groups provides a good climate for learning, growth, and co-

ordination
y Makes the organization a better place to work and live.

39

TYPES OF TRAINING GIVEN IN PARK PLAZA

  

INDUCTION TRAINING IN PLANT TRAINING OUTSIDE TRAINING

INDUCTION TRAINING:Induction training is the introduction of the organization to the newly employed persons. The purpose is to give a birds eye view the organization where he has to work. It is very short and informative training, which is given immediately after the recruitment so the employee becomes familiar with organization.

IN PLANT TRAINING:This type of training leads to the specific job, which the worker has to handle. It gives information about machines, process of production, instructions to be followed, and methods to be used. It develops and enables them to perform the job efficiently.

OUTSIDE TRAINING:In outside training, workers are sent outside the organization in training to learn new skills and enhance their capabilities and learn new and better methods of performing their tasks.

40

HOW OUTSIDE PROPERTY TRAINING IS PERFORMED IN PARK PLAZA:PARK PLAZA follows cross functional training by evolving their employees within their chain of hotels. As park plaza comes under the SAROVAR GROUP of hotels which has its chain of hotels all over INDIA ,PARK PLAZA rotates their employee within the whole

chain for training purpose. Whenever kitchen employees of PARK PLAZA are to be trained for different cousines of different zones of INDIA then they are shifted to that chain chain of SAROVAR GROUP situated in such zone. In this way they prevail knowledge and skills among the employees to enhance their working standards. This method is also liked by the employees as they get a chance to explore vast INDIA along with establishing good links with the management and co-workers.This method is very essential in building up great confidence level among the under training employees.

41

OBJECTIVE OF TRAINING AND DEVELOPMENT

The basic objective of training is to help develop capacities and capabilities of the employee both new and old by upgrading their skills and knowledge so that the organization could gainfully avail of their services better for higher grade professional, technical , sales or production positions from within the organization.

Trading aims to help existing employees in improving their levels of performance on their present job assignments. In case of new employees , training has its objective to provide them with basic knowledge and skills they need for an intelligent performance of their specific tasks.

y The aims of training are not only providing new knowledge and job skills to
the employees, but creating in them self consciousness and a greater awereness to recognize their responsibilities and contribute their very best to the organization they serve.

y Sometimes, it may not be possible for the management to fill in some

important work positions from outside. Under such conditions,the apprenticeship programmes aiming at improving the skills of the presnt employees come to the aid of the company to tide over the positions by making available their requirement s of the personnel from within organization. the

y The main objective of training is to bring about efficiency and effectiveness in

an organization .

42

CHAPTER 3

OBJECTIVES OF THE RESEARCH

43

OBJECTIVE OF THE RSEARCH:-

The study is being undertaken keeping in mind the following objectives:-

y y

Evaluation of the various training programmes conducted by Park plaza. Evaluation of the effectiveness of training programmes.

44

CHAPTER 4

REVIEW OF THE LITERATURE

45

REVIEW OF LITERATURE

Learning a sequence of programmed behaviour with the help of application knowledge is called training,training leads to development of individuals knowledge,skill and attitude.The need for training arises in order to meet certain demands of the organization such as introduction of new lines of production,change in design,the demand of completion and economy,promotions,and change in volume of business.(Mc.Larney and William 1982 Bass, Bernard Training In Industry: Management of Learning Wordsworth Publishing Company,California)

According

to

Boocook(Boocock,Sarane

S.1969

Technology

&

Educational

Structure,educational Technology,9(1),pp19-21

) training helps to improve quality and

quality increase,may be in relation to a company product,service or in reference to intangible organization atmosphere, training helps an organisation to fulfil its future personnel needs.

Fine(Fine,Sydney S.,(1969),The use of dictionary occupational titles as a source of estimates of Educational and training requirements,journal of Human Relations,3(3),pp 363-372) has validly stated that if a company initiates and maintains an adequate instructional programme for both its non-supervisory and managerial employees,the organisational vacancies can be staffed more easily from interna sources when the need arises.Good training programme educate the employee to improve the organization climate by developing thereceptive positive mentality.

Smith(Action,Thomas &Golden,Willie(2003) Training the knowledge worker:A descriptive study of Training practices in Irish software company journal of

46

European Indusrial Training,27(2/3/4),pp 137-146) unambiguously states,make no mistake about it,all organisations will do a better job by spending more resources on training and development .A business that provide education and productive and will win the loyality of the workforce. Freyer(Fryer.Doouglas H.,Fimerg,Mortimer R & Zalkind,Sheldon(1976) Developing people in industry.Harper and Brothers,New York ) has rightly stated that training programes need to be drafted very carefully in the organization of training Programme.A training programe should be established only when it is felt that it would assist in the solution of specific organizational operational programmes. Mcgehee(Ma.Ghee.William & Thayer.Paul w.(1961),Training in Business & Industry ,John willy & sons,New York) have stated that in the first place ,analysis of the entire organization its operations and manpower resources available in order to find out the area where training is needed.

47

CHAPTER 5

RESEARCH METHODOLOGY

48

RESEARCH METHODOLOGY

The search for knowledge through objectives and systematic method of finding solution to a problem is research.

RESERCH DESIGN In research methodology there use Descriptive research design

PRIMARY DATA The primary data is the data gathered for a specific purpose or specific research report. I have collected primary data with help of questionnaires from the employees of PARK PLAZA

SAMPLING DESIGN The first step in developing any sample design is to clearly define the set of objects, as my study is Descriptive research design, the sampling design includes three decisions i.e. sampling unit, Sample size & Sampling procedure.

SAMPLING UNIT In this research report, the sampling unit includes the data collection of employees of PARK PLAZA

SAMPLING SIZE The sample size of my research is 50 employees.

AREA OF SURVEY LUDHIANA

49

CHAPTER 6

DATA ANALYSIS AND INTERPRETATION

50

1. What is the main purpose of training ?

a. To move a particular level of performance b. To achieve a level of behaviour c. To make a change in attitude d. All of the above

0%

Number of respondent a b c d

100%

INTERPRETATION:- This statement shows that the main purpose of training is to move a particular level of performance, to achieve a level of behaviour, to make a change in attitude.

51

2 . Who does the training need assessment in your organization?

a. H.R.Manager b. Training Manager c. Trainee Himself d. Departmental head

17%

0% 33% no. of respondents a. b. c. d.

50%

INTERPRETATION:This statement shows that 50% training manager doing training need in the organisation 52

3. When do you generally assess need for training ?

a. b. c. d.

change in work itself the people who do the work the work environment or resources All the above

17%

0%

17% no. of respondents a. b. c.

33%

33%

d.

INTERPRETATION:This statement shows that they generally need training 17% for change in work self, 33% for the people who do the work, 33% for the work environment or resources and 17% for all these. 53

4.

Does your company prepare a training calendar annually?

0%

no. of respondents yes no

100%

INTERPRETATION:The organization prepares a training calendar annually.

54

5. When the training needs are assessed? a. Annually b. As and when the need arises.

0% 40% a 60% b s s

INTERPRETATION:In this statement training needs are assessed 40% annually, 60% as and when the need arises.

55

6. Is training budget prepared by your company?

0%

no of repondents yes no

100%

INTERPRETATION:This statement shows that organization prepared training budget.

56

7. Who conducts the training programme?

a. External or hired consultant b. Internal officials

% % no of respondents a b %

INTERPRETATION:In the organization the training programme conduct 30% through external or hired consultant and 70% internal officials.

57

8 . If after training, the performance of employees is not up to the mark,

then

a. You will send him again for training. b. His counseling will be done c. Wait for sometime, for him to improve.

17%

0% 33% no. of respondents a. b. c. d.

50%

INTERPRETATION:In the organization if after training the performance of employees is not up to mark, than 33% says that they will send him again for training, 50% says his counseling will be done, 17% says wait for sometimes , for him to improve. 58

9. Does training affect the performance appraisal?

INTERPRETATION:In this statement 68% says training affects the performance appraisal.

59

10.

Is training manager primarily responsible for the design and conduct of suitable training for individuals within the organization so as to meet organizational objectives?

INTERPRETATION:This statement shows that training manager primary responsible for the design and conduct of suitable training for individuals within the organization so as to meet organizational objectives.

60

11. Do you feel that each staff member should participate directly in some evaluation process?

phase of

INTERPRETATION:67% says that each staff member should participate directly in some phase of evaluation process and 33% not participate in evaluation process.

61

12. Evaluation of training is important as it helps in? a. b. c. d. To determine success in accomplishing programmed objectives. To identify the strengths and weaknesses in the training. To compares the costs to the benefits of training programme. To identify which participants were the most successful with the programme.

14%

0% no. of respondents a. b.

29%

57%

c. d.

INTERPRETATION:This statement shows that evaluation of training important as it helps in57% to determine success in accomplishing programmed objectives, 29% to identify the strengths and weakness in the training and 14% to compares to costs to the benefits of training programme. 62

13. Who all have their role in evaluation of training:-

a. senior management b. The trainee c. The Training Manager d. The Trainer

18%

0% no. of respondents a. b. c. d 18%

37%

27%

INTERPRETATION:37% senior management plays role in the evaluation of training, 18% the trainee, 27% training manager and 18%the trainer.

63

14. Does training need identification creates feeling of trust among the employees regarding managements approach towards training function?

INTERPRETATION:This statement shows that training need identification creates feelings of trust among the employees regarding managements approach towards training function.

64

CHAPTER 7

FINDINGS

65

FINDINGS
1. In the era of increasing competition PARK PLAZA laid stress on training and development programs in order to achieve its goals. 2. It follows proper sequence for training and development plans. 3. It also prepares an annual training calendar according to the training need assessed followed by a training budget so that there is minimum wastage of funds in order to develop the thinking level and methodology of working. 4. The large number of employees is divided into small groups imparting training in different fields, so that every trainee is given individual consideration. 5. Apart from imparting of training according to the needs assessed, it also follows proper methods for evaluating the effectiveness of training. 6. In evaluation of training all major officials of an organization including the trainee have an important role to play. 7. Trainer and trainee s relations are excellent in the organization

66

CHAPTER 8

LIMITATIONS

67

LIMITATIONS

Due to shortage of time it was difficult to collect data. The high officials had tight schedules so they could not be interviewed properly.

68

CHAPTER 9

SUGGESTIONS

69

SUGGESTION

Although the PARK PLAZA is run by very qualified persons and they always try to maintain growth rate keeping view the employee satisfaction. But as per conversation and questionnaire with employee, I think some improvements can be made, so following are some suggestions:  

In the era of increasing competition PARK PLAZA has to give stress on proper training and development programme in the organization. More stress should be laid on training through an informal way i.e. through business games, case studies etc. The management commits itself to allocate major resources and adequate time to training.

Create a system to evaluate the effectiveness of training

70

CHAPTER 10

CONCLUSION

71

CONCLUSION

In the present era, training and development system is the most important factors for every organization.. As we know that the man power is the assets of any organization. Success of every business depends upon the hiring of best potential, competent person and to retain them with the organization for its continual growth and development by providing them proper training to boost their morale. In the case PARK PLAZA they revise their training and development procedure time to time. Thats why, majority of employees are satisfied with the training and development procedure of PARK PLAZA. Therefore by revising the system PARK PLAZA can overcome from any problems related with training and development procedure. Otherwise overall performance of PARK PLAZA is good as per employee ratings.

72

CHAPTER 11

BIBLIOGRAPHY

73

BIBLIOGRAPHY
C.R. Kothari,

K. Aswathapa,

Shashi K. Gupta, Rosy Joshi,

Annual Report of PARK PLAZA

Bass,Barnard,M & Vaugh,JamesA(1966)-Training & Development,Wordsworth Publishing Company,california

Boocock Sarane S.,Technlogy & Educational structre,Educational Technilogy,9(1),pp 19-21

Fine,Sydney S,(1969),The Use of Dictionary occupational titles as a source of Estimates of Educational & training Requirements,Journal of Human Relations,3(3) pp 363-372

Acton,Thomas & Goldaen,Willie(2003),Training The Knowledge Worker:A descriptive study of Training Practices in Irish Software Company,Journal of European Industrial Training,27(2/3/4),pp 137-146

Fryer.Doouglas H.,Fimberg,Mortimer R.&Zalkind,Sheldon(1976),Developing People in Industry.Harper and Brother.New York

Ma.Ghee.William & Thayer,Paul W.,Training in Business & industry ,John Willy & Sons,New York

74

CHAPTER 12

ANNEXURE

75

NAME OF THE EMPLOYEE _________________________

AGE OF THE EMPLOYEE ___________________________

POST IN THE ORGANIZATION _______________________

EMPLOYEE PAYCODE

_______________________

QUESTIONNAIRE

1. What is the main purpose of training? a. To move a particular level of performance b. To achieve a level of behaviour c. To make a change in attitude d. All of the above

2. Who does the training need assessment in your organization?

a. H.R.Manager b. Training Manager c. Trainee Himself d. Departmental head

3. When do you generally assess need for training? a. change in work itself b. the people who do the work c. the work environment or resources d. All the above 76

4. Does your company prepare a training calendar annually? Ans.____

5. When the training needs are assessed? a. Annually b. As and when the need arises

6. Is training budget prepared by your company? Ans.________

7. Who conducts the training programme? a. External or hired consultant b. Internal officials

8. If after training, the performance of employees is not up to the mark, a. You will send him again for training. b. His counseling will be done c. Wait for sometime, for him to improve.

then

9. Does training affect the performance appraisal? Ans.________

77

10. Do you feel that each staff member should participate directly in some phase of evaluation process?

Ans._______

11. Is training manager primarily responsible for the design and conduct of suitable training for individuals within the organization so as to meet organizational objectives?

Ans.____________

12. Who all have their role in evaluation of training: -

a. senior management b. The trainee c. The Training Manager d. The Trainer

13 . Does training need identification creates feeling of trust among the

employees regarding managements approach towards training function?

Ans.____________

78

79