Summer Internship Project

Project Heading- Comparative Study of New Employee Training Cycle at Oberoi with Westin and Fortune

Submitted in partial fulfillment of PGDM program2011-13

Submitted byName- Shruti Gera

Roll Number- 19/076

Corporate Mentor Faculty MentorName -Divyansh Kaushik Name- Anshu RaiDesignation, Company – Assistant Training Manager Designation-Faculty(Oberoi)

Apeejay School of ManagementNew DelhiJuly 2012

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CERTIFICATE

This is to certify that the project work done on “Comparative study of New Employee Training

Cycle at The Oberoi, New Delhi with Fortune and Westin” Submitted to Apeejay School of

Management, Dwarka by Shruti Gera in partial fulfillment of the requirement for the award of

PG Diploma in Business Management, is a bonafide work carried out by her under my

supervision and guidance. This work has not been submitted anywhere else for any other

degree/diploma. The original work was carried out during 23rd April 2012-to 23th June 2012 in

The Oberoi, New Delhi.

Date: 04/ 07/2012 Ms. Anshu Rai

Apeejay School of Management,

Dwarka, New Delhi

New Delhi, July 2012

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ACKNOWLEDGEMENT

The immense gratification this project work has given me does not lead to a sense of

fulfillment unless I express my boundless gratitude to all those who made this work

successful. I do recognize that a mere thanks giving does not redeem me of my

indebtedness for all the timely help, support and guidance I received.

Nothing concrete can be achieved without an optimal inspiration. No work can be

accompanied without taking the guidance of experts. I would like to express my deep

sense of gratitude to EIH Ltd. (The Oberoi Group) Delhi, for extending this opportunity,

for a company project study and providing all the necessary resources and expertise for

its successful completion. I am very thankful to everybody who was directly or indirectly

involved in helping me with this project

To begin with, I would like to thank Mr. Joy Dev Chatterjee (Training Manager) and Mr.

Divyansh Kaushik (Assistant Training Manager) for considering me worthy enough to do

my summer internship with Oberoi Hotels I would further like to thank him as my project

guide, for his constant guidance and expert advices.

My profound thanks to my project guide Miss Anshu Rai, Apeejay School of

Management, for helping me throughout the project. I take this opportunity to thank her

for her immense support, guidance, specifications and ideas without which the project

would not have been a success.

.

.

Shruti Gera(19/076)

Summer TraineeOberoi Hotel

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TABLE OF CONTENTS

Serial No. Chapter Page Number

Executive Summary 5

1 Introduction to the topic 6-9

2 Company profile 10-27

3About the project taken in the

organization28-38

4 Literature Review 39-43

5 Objectives and Significance 44

6 Research Methodology 45-46

7 Data Analysis 47-57

8 Findings 58-59

9 Learning’s from the project 60

10 Conclusion 61

11 Recommendations 62

12 Bibliography 63

13 Annexure 64-66

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EXECUTIVE SUMMARY

Nowadays, more and more enterprise noticed the importance of new employee

orientation. An effective employee orientation program can help the new employee adjust

themselves into the new job quickly so that to reduce turnover rate, it also can create

success career because of new employee known what they need to do, how to do, and

where they will go in the future clearly since the first day they enter an company.

Induction helps a new employee overcome such fears and perform better on the job

A good orientation program can create a good impression. Another purpose of orientation

is to make the newcomer feel at home and develop a sense of pride in the organization. A

good orientation program can act as a valuable source of information. It serves as a

valuable source of information to new recruits. It classifies many things through

employee manuals/handbook. Informal discussions with colleagues may also clear the

fog surrounding certain issues. The basic purpose of NEO is to communicate specific job

requirements to the employee, put him at ease and make him feel confident about his

abilities. In a word, the success of orientation has significant outcomes that are important

to both the new employees and an organization.

The main Objective of review conducted by me was to do “The comparative study of

New Employee Training Cycle at Oberoi, New Delhi with Fortune and Westin”. The

Data was collected from training managers and through questionnaire filled by the new

employees.

During my project at Oberoi, I supported the Training and Development Department in

their operations. I helped them in maintaining the records of the training sessions,

attended sessions like Telephonic Etiquettes, Effective Communication. It was a great

learning experience.

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INTRODUCTION

"Oh, is that how it's done? ... I wish someone would have told me that!".. . Does this

sound familiar? Did you ever wish employees could be trained faster and with increased

retention of the information? One of the best ways to accomplish this task is to provide an

effective orientation. In fact, orienting a new employee is one of the most important

responsibilities that a supervisor and trainer can perform!

According to a recent study conducted by training experts, when employees are trained

effectively, there is a higher degree of productivity and job satisfaction. The study

indicated that a properly trained employee could be 30% more productive. Conversely,

poorly trained employees tend to make more mistakes, which means a loss of time and

effort.

According to McGill cuddy (1999) said “one of the first and most lasting impression new

employees have of their employers is how they are greeted and treated on their first day

work”. However unlike realistic job previews, which affect primarily the anticipatory

stage of socialization, employee orientation programs focus on the encounter stage of

socialization, which is the period during which the new comer finds out what the job and

life in the organization really like (Werner &DeSimone, 2009)

Recruitment and Training are a major cost to any organization. Employers therefore need

to maximize staff retention to ensure that this investment is not wasted. The initial

impression of an organization on an employee usually stays with them, and it is therefore

important to make this experience a positive one. The Induction is the process by which

new employees are integrated into an organization so that they become productive

as soon as possible. Arrangements made by or on behalf of the management to

familiarize the new employee with the working organization, welfare and safety matters,

general conditions of employment and the work of the departments in which he is to be

employed. It is a continuous process starting from the first contact with the employer.

Orientation is a necessity for future performance of the new employee or even for

existing employees who are transferred to other functional areas. This gives the

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candidates good grasp of functions and facilitate their future functioning efficiently.

Today, new recruits are expected to be self-starter from day one. Thus, it becomes

mandatory to make inductions a vital part of recruitment as it benefits both, the employer

and the employee alike inductions are often neglected by organizations and new recruits

have to explore and find answers to their questions on their own, resulting in low

productivity and low morale.

To be successful, an orientation program must be systematic, accessible and

consensual.

A comprehensive program--one that gives new employees, current employees and

management a clear picture of the business and what is expected of everyone - will serve

as a foundation upon which accountability, productivity and cooperative relationships can

be built.

For the orientation program to work, the new employee and managers/coaches

must have clear accountability for their parts in this training process.

The Orientation outlines what you can do before the employee starts.

An orientation about the company, the various department products and services along

with a formal introduction to all staff and an overview of job roles gives new employees

the much needed boost. It is therefore important to plan an appropriate induction

programs as it also marks the beginning of the employer-employee relationship.

Orientation is a must in every organization; in fact there are many companies that do not

allow new recruits to take up responsibilities without attending the induction session. An

effective induction can thus make a lot of difference to the employer and the employees.

Above all it makes newcomers want to stay.

BENEFITS OF NEW EMPLOYEE ORIENTATION PROGRAM

Integrates newcomers into their working environment quickly and makes them

productive.

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It makes the employees feel welcomed and valued, and gives them a positive

impression of the organization.

It helps minimize employee turnover and recruitment costs.

Gives an understanding of the company’s mission, structure culture, policies

procedures and methods of working.

It gives information about the skills and knowledge required for the job.

Induction aids first time managers in a new industry to settle confidently and

easily into the new role.

PURPOSE OF INDUCTION

The purpose of induction is to ensure the effective integration of a new employee into the

workplace. As well as the usual orientation, a new starter needs to understand the

business, where their role sits within the set-up and what’s expected of them, as well as

being quite clear regarding their terms and conditions of employment. A good induction

program should leave no room for confusion or lack of understanding and should,

therefore, induce a feeling of ‘belonging’. The employee should then integrate well into

the team, have high morale, achieve optimum productivity and therefore be able to work

to full potential. In other words – obtain job satisfaction!

Positive working relations

Help the new employee develop a positive working relationship by building a foundation

of knowledge about organization mission, objectives, policies, organization structure and

functions.

To Reduce Anxiety

Any employee, when put into a new, strange situation, will experience anxiety that can

impede his or her ability to learn to do the job.  Proper orientation helps to reduce anxiety

that results from entering into an unknown situation, and helps provide guidelines for

behavior and conduct, so the employee doesn’t have to experience the stress of guessing.

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Reduce Employee Turnover

Employee turnover increases as employees feel they are not valued, or are put in

positions where they can’t possibly do their jobs.  Orientation shows that the organization

values the employee and helps provide tools necessary for succeeding in the job.

Proper learning curve

Help the new employee achieve objectives and shorten the learning curve.

Save Time For Supervisor & Co-Workers

Simply put, the better the initial orientation, the less likely supervisors and co-workers

will have to spend time teaching the employee.

To Develop Realistic Job Expectations, Positive Attitudes and Job   Satisfaction

It is important that employees learn early on what is expected of them, and what to expect

from others, in addition to learning about the values and attitudes of the organization. 

While people can learn from experience, they will make many mistakes that are

unnecessary and potentially damaging.

Orientation should begin with the most important information (basic job survival).Give a

warm welcome and try to reduce any nervousness the new employee may feel. Discuss

your plan for first day. Introduce the employee to other staff members. Arrange to have

lunch with the new employee. Show the new employee around the office. Orientation

should emphasize people as well as procedures and things.  Employees should have a  

chance to get to know people and their approaches and styles in both social and work

settings.

Review the job description card and organizational charts with the employee. Review

telephone, fax, e-mail, and Internet use. Give the employee the New Employee Benefits

Packet. Be sure to discuss any questions or refer the employee to your Department

Benefits Counselor. Remind the employee to fill out and submit benefits forms on time.

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COMPANY PROFILE

THE OBEROI GROUP OF HOTELS

The Oberoi Group of Hotels was founded by Rai Bahadur Mohan Singh Oberoi, the

founder chairman in 1934. He was the first Indian hotelier to enter into an agreement with

an internationally renowned hotel chain, to open the first modern, five-star hotel in the

country. The Oberoi Inter Continental, in New Delhi opened in 1965. The I-Con, as it

became popularly known, offered facilities that no other hotel in the country matched and

was India’s first luxury hotel. It was later renamed The Oberoi, New Delhi. The Oberoi

Group owns or operates 28 hotels and 3 cruise liners in five countries 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.

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Located in New Delhi, India’s capital city, The Oberoi, New Delhi reflects the city’s

spirit in a harmonious blend of tradition and contemporary sophistication. Located close

to the city center near business, commercial and shopping districts, the luxury hotel

overlooks Delhi’s prestigious Golf Club on one side and the heritage site of Humayun’s

Tomb on the other. Exquisite interiors, impeccable service and fine cuisine combine to

make this the Capital’s most graceful and elegant hotel. The award winning hotel is ideal

for business travel or holidays to explore the cultural wonders of Delhi.

It is centrally located, only 30 minutes away from the International Airport and within a

few minutes distance from the International Exhibition Ground, Commercial centers,

Government offices, Embassies and a number of Delhi’s finest historical monuments.

The Oberoi New Delhi, a 283 room full butler service hotel enjoys a well-deserved

reputation for service excellence, luxurious accommodation and fine dining cuisine.

A distinctive feature of The Group’s hotels is their highly motivated and well trained

staff that provides the kind of attentive, personalized and warm service that is rare today.

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.

The Oberoi is the new address in the capital that has come up with numerous measures

and facilities to host business meetings and give it a new dimension with its excellence in

service and elegant decor. The 24 hour Business Centre is equipped elaborately with

every possible amenities and makes it an ideal venue for business travelers. The

sprawling banquet halls and private dining rooms are available in the hotel for meetings

conferences and business seminars where the success history repeats every time.

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LIFE OF THE FOUNDER

Mr. Rai Bahadur Mohan Singh Oberoi was born on 15th August, 1898 in erstwhile

undivided Punjab, which is now in Pakistan. He was only six months old when his father

died. His life was full of difficulties and hardships. Success and fortune did not, therefore,

come easily to him. Initiative, resourcefulness and hard work, combined with the

capability to face and overcome the most overwhelming odds can best characterize this

phenomenal entrepreneur.

Mr. M.S. Oberoi completed his primary education in Rawalpindi and moved to Lahore

for his Bachelor’s degree. His studies were cut short as meager finances began to

dwindle. This was a moment of anxiety in his life as he realized that his qualifications

would not get him a job. His uncle helped him to get a job in the Lahore Shoe Factory.

His work was to supervise the manufacture and sale of shoes. For a while, things looked

brighter but the star of ill luck was still in the ascendant and soon the factory was closed

down for lack of finances and he was compelled to return back to his village. In India the

importance attached to marriage is beyond all reason. He was penniless, jobless and

almost friendless, but in spite of these very real disadvantages, his marriage was arranged

with the daughter of Shri Ushnak Rai, who belonged to his village. He then left for

Shimla to appear for an examination for the post of a junior clerk in the government

office. Unprepared as he was, he was unable to clear the exam.

Thereafter, to flee the ravages of a virulent plague, he went to seek his fortune in Shimla,

the summer capital of British India. Arriving penniless, he found a job at a monthly

salary of INR 50, as the front desk clerk at the Cecil Hotel. The manager was a kindly

English gentleman named D W Grove. At the request, on the plea of being married, he

was also given living quarters. Soon after he joined the Cecil, there was a change of

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management Mr. Clarke succeeded Mr. Grove as manager. In 1924, Mr. Clarke decided

to go into the hotel business for himself. His contract with the Associated Hotels of India

had just ended. He obtained a catering contract for the Delhi Club and asked him if he

could join Mr. Clarke. He readily accepted the offer. His salary was then Rs 100. After

five years, Mr. Clarke decided to retire and sell out the hotel. He made him an offer

saying he would prefer someone who could maintain the tradition and efficiency of the

hotel to run it. Acceptance meant that he would have to mortgage his few assets and

wife's jewellery in order to raise the necessary funds.

In 1933 there had been a cholera epidemic of vast proportions in Calcutta (now Kolkata).

The Grand Hotel had been closed ever since, as more than a hundred foreign guests had

died. People were afraid to visit Calcutta. He happened to see the advertisement placed

by the liquidators and immediately decided to take over the hotel if h could get in on low

leasehold. The price asked was Rs 10,000 rent a month plus compensation for the

goodwill. In return he demanded compensation for the ill will generated by the hotel. The

rent was then dropped to Rs 7,000 a month. He agreed to this figure and had the place

cleaned up and refurnished. With the outbreak of the Second World War in 1939,

Calcutta was full of troops. The British Army was frantically trying to find

accommodation. He immediately improvised 1,500 beds for the troops at Rs 10 per head

for board and lodging. He also appointed Mr. Grove, who had been his first employer at

the Cecil Hotel where Mr. Grove had engaged him on Rs 50 a month. The fact that he

converted it and helped the Army in the time of stress and difficulty had come to the

notice of the government. In 1941, Mr. Mohan Singh Oberoi was awarded the title of Rai

Bahadur by the government of India in recognition of the services to the Indian Hotel

Industry.

In 1943, he bought out the controlling shareholdings of Associated Hotels of India

Limited from Spencer & Company borrowing capital against the security of shares of the

same company. Mr. Oberoi was the first Indian to work in association with international

chains to invite international travelers to India. This led to a heavy influx of international

travelers and foreign occupancy soared to an average of 85%. This enabled the Oberoi

Hotels to significantly contribute to India’s foreign exchange earnings.

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In the tumultuous years just prior to Indian independence, Mr. Oberoi met and intimately

interacted with the would-be leaders of Free India, all of whom were, at one time or

other, guests at his hotels. He gained control over a big chain of hotels with

establishments in Rawalpindi, Peshawar, Lahore, Muree and Delhi. Gradually he then

added more hotels to his chain in Darjeeling, Chandigarh and Kashmir. After India got

independence, Mr. Mohan Singh Rai Bahadur Oberoi got elected as The President of the

Federation of Hotel and Restaurant Associations of India. In 1960 he was elected as The

President of Honour of the Federation for life. His main interest was building India

amongst the top-most countries in the hotel expertise, also providing employment for

improving the quality of life and helping the young. He was able to open the Oberoi

Intercontinental Hotel in 1965 -- a joint venture with Inter-continental Hotels Corporation

and Pan American. Before this event could take place there were years of work and what

some-times seemed innumerable difficulties. The reward for his labour comes through

the fact that this hotel has become one of the most prestigious establishments in India.

The hotels continued to expand. Some people refer to them as Mr. Mohan Singh Rai

Bahadur Oberoi.

Another pioneering landmark was the establishment in 1966 of the prestigious Oberoi

School of Hotel Management, OSHM recognized by the International Hotel Association

in Paris. Considered India’s premier institute, the school is now known as The Oberoi

Centre of Learning and Development (OCLD) and continues to provide high quality

professional training in hospitality management. Other notable firsts were the decision to

employ women in his hotels and to establish a chain of ancillary industries producing and

supplying items like consumables and stationery to ensure the highest quality. The

Oberoi Group was also the first to start flight catering operations in India, in 1959. The

Oberoi Flight Services, located in New Delhi, Mumbai, Cochin and Chennai, provide in-

flight meals of international quality to reputed airlines.

He also decided to establish his own travel agency. Mercury Travels, part of The Oberoi

Group, ranks amongst the leading travel agencies in India. With vision and imagination,

Mr. Oberoi converted old and dilapidated palaces, historical monuments and buildings

into magnificent hotels such as The Oberoi Grand in Calcutta, the historic Mena House

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Oberoi in Cairo and The Windsor in Australia. It was, in fact, in the face of severe

opposition that the State Government of Victoria awarded Mr. Oberoi the lease of The

Windsor, a heritage building in Melbourne. He personally supervised the restoration of

the hotel to its original grandeur and later acquired it. The Oberoi Cecil in Shimla, built in

the early 20th century, reopened in April 1997 after extensive and meticulous renovation.

Presently his younger son Mr.P.R.S.Oberoi is the Chairman and the Chief Executive

Officer of The East India Hotels (EIH); the holding company for the group and his

grandsons; Mr.Vikram Oberoi and Mr. Arjun Oberoi serve in the capacities of Joint

Managing Directors.

STRENGTH OF THE OBEROI GROUP

Strong MIS system - They have a strong Management Information System in which they

were maintaining the database of their customers because of which they got to

know about the tastes and preference of their customers due to which the brand

value of Oberoi increases.

Strong Marketing Teams - They have a strong marketing team due to which the awareness

of Oberoi Hotel is widely spread. Since it has a second largest market share in the

hospitality sector so it has to always market themselves as one of the premier

hotels in the country.

Asset leverage - Another important factor for Oberoi’s is that they have no

blocked their money in purchasing the hotels, they had taken on the lease due to which they

got certain tax benefits and they were able to use that money in some other

activity.

Strong brand equity - Since the awareness of Oberoi’s is worldwide and brand

equity is something which is an outcome of marketing efforts done by the

company. So the brand equity of Oberoi’s is quite high in terms of sales.

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Loyal Customers- In the service oriented sector customer don’t often change their

service provider unless until they saw any major changes in the service.

So Oberoi’s also has their set of loyal customer which is increasing year on year.

  

AWARDS AND ACCOLADES

The Oberoi Group has been acknowledged as one of the best hotel groups in the world.

Three Oberoi Hotels ranked amongst the favourite hotels in India. The Oberoi Udaivilas;

Udaipur ranked the favourite leisure hotel in India. The Oberoi Vanyavilas, Ranthambore

has been ranked the world's best hotel by Travel and Leisure Readers Poll. In addition to

this, The Oberoi Amarvilas, Agra has been ranked the 5th best in the world, The Oberoi

Rajvilas, Jaipur is ranked the 13th best in the world and The Oberoi Udaivilas, and

Udaipur has been ranked the 15th best hotel in the world. The same poll ranks them as

the top 4 hotels in Asia. Oberoi Hotels and Resorts have been ranked as the Best Hotel

Chain outside United States of America in 2007 and the Best Hotel Chain outside the

United Kingdom in 2008. Trident Hotels has been ranked the ‘Best First Class Hotel

Brand’ at the Galileo Express Travel World Awards for four consecutive years since

2004. The Oberoi, Mumbai has been ranked as the 'Best Business Hotel in India' by

CNBC Awaaz, Travel Awards 2008.

LIST OF HOTELS

Oberoi hotels and Resorts

In India:

The Oberoi, New Delhi

The Oberoi, Bangalore

The Oberoi Grand, Kolkata

The Oberoi, Mumbai

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The Oberoi Amarvilas, Agra

The Oberoi Rajvilas, Jaipur

The Oberoi Udaivilas, Udaipur

Wildflower Hall, Shimla in the Himalayas

The Oberoi Cecil, Shimla

The Oberoi, Motor Vessel Vrinda, Backwater Cruiser, Kerala

The Oberoi Vanyavilas, Ranthambore

The Oberoi, Gurgaon

In Indonesia: The Oberoi, Bali

The Oberoi, Lombok

In Mauritius: The Oberoi, Mauritius

In Egypt:  Mena House Oberoi, Cairo

The Oberoi, Sahl Hasheesh, Red Sea

The Oberoi Zahra, Luxury Nile Cruiser

The Oberoi Philae, Nile Cruiser

In Saudi Arabia: The Oberoi, Madina

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In U.A.E.: The Oberoi, Dubai

Trident Hotel

In India: Trident, Agra

Trident, Bhubaneswar

Trident, Chennai

Trident, Coimbatore(under construction)

Trident, Cochin

Trident, Gurgaon

Trident, Jaipur

Trident, Bandra Kurla, Mumbai

Trident, Nariman Point, Mumbai

Trident, Udaipur

Other Group Hotels in India Clarkes Hotel, Shimla

Maidens Hotel, Delhi

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MISSION, VISION AND DHARMA

The core focus of the Oberoi Group is THE GUEST SERVICE.

All processes in the company are therefore aligned towards achieving our core focus

MISSION:

Our Guests –We are committed to meetings and exceeding the expectations of our

guests through our unremitting dedication to perfection, in every aspect of

service.

Our People – We are committed to the growth, development and welfare of our

people, upon whom we rely to make this happen.

Our Distinctiveness – Together we shall continue the Oberoi tradition of

pioneering in the hospitality industry, striving for unsurpassed excellence in high

potential locations all the way from the Middle East to Asia Pacific.

Our Shareholders – As a result we will create extra-ordinary values for our

shareholders.

VISSION:

We see an organization which aims at leadership in the hospitality industry by

understanding its guests, designing and delivering products and services which

enable it to exceed their expectations. We will always demonstrate care for our

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customers through anticipation of their needs, attention to details, distinctive

excellence, warmth and concern.

We see a lean responsive organization where decision making is encouraged at

each level and which accepts change. It is committed and responsive to its guests

and other stakeholders.

We see a multi-skilled workforce, which consists of team players who have pride

of ownership, translating organizational vision into reality.

We see an organization where people are nurtured through permanent learning

and skill improvement, and our respected, heard and encouraged to do their best.

The Oberoi is recognized as best practice for training and developing its people.

We see more multinational workforce which has been exposed to different

cultures, problems and situations and can use its experiences to enrich the local

employees whether in India or overseas.

We see the world dotted with Oberoi group hotels in strategic commercials and

resort locations.

We see user-friendly technology enhancing values for our customers and helping

our personnel by making information more accessible.

We see an organization which is conscious of role in the community, supporting

social needs and ensuring employment from within the local community.

We see an organization which is committed to the environment, using natural

products and recycling items, thus ensuring proper use of diminishing natural

resources.

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DHARMA: The members of Oberoi organization are committed to display through their behavior

and actions the following conduct, which applies to all aspects of our business:

CONDUCT which is of the highest-ethical standards-intellectual, financial and

moral and reflects the highest levels of courtesy and consideration to others.

CONDUCT which builds and maintains Team work, with mutual trust as the basis

of all working relationship.

CONDUCT which puts the customer first, the Company second and self last

CONDUCT which exemplifies care for the customer through anticipation of need,

attention to detail, excellence, aesthetics and style and respect for privacy along

with warmth and concern.

CONDUCT which demonstrates a two-way communication, accepting

constructive debate and dissent whilst acting fearlessly with conviction.

CONDUCT which demonstrates that people are our key asset, through respect for

every employee, and leading from the front regarding performance achievements

as well as individual development.

CONDUCT which at all times safeguards the safety, security, health and

environment of our customers, employees and the assets of the Company.

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CONDUCT which eschews the short-term quick fix for the long-term

establishment of a healthy precedent.

ORGANIZATIONAL STRUCTURE

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DEPARTMENT OVERVIEW

HOUSEKEEPING

The objective of Housekeeping in a Hotel is to provide a clean, hygienic and well

maintained environment for guests. A great Housekeeper must have a keen eye for detail.

Housekeeping teams today, have extensive guest contact and through these interactions

look for opportunities to preempt guest needs and provide superior service.

LAUNDRY

The principle objective is to provide clean and hygienic linen and garments to guests and

uniforms to employees. This is achieved by using state-of-art equipment with a focus on

high quality and service excellence.

KITCHEN

The kitchen team takes pride in cooking a variety of different cuisines to enhance the

culinary experience of their guests. The chefs are creative and are constantly training

each other to improve skills in different cuisines and sections of the kitchen. The kitchen

team ensures that the food served at the hotel is of superior quality and taste. They place

great emphasis on using the best ingredients from around the world and India, cooked to

perfection to give their guests memorable dining experiences. Their kitchen teams take

pride in going the extra mile in meeting special guest requests.

KITCHEN STEWARDING

The kitchen stewarding team supports the food and beverage department by ensuring the

highest standards in hygiene and sanitation of the food service areas. Kitchen stewards

are a critical part of the food and beverage operation, they maintain the quality and

quantity of expensive serve ware and utensils.

FOOD AND BEVERAGE

The objective of the department is to provide exceptional food and beverage service at

Restaurants, Bars, and Poolside, in Rooms and at Banquet facilities of the hotel. The

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Food & Beverage teams take pride in making all guest visits memorable by ensuring that

guest needs are met and the experience is enhanced by personalized service and care.

FRONT OFFICE

The objective of Front Office is to provide impeccable and consistent service to all guests

that visit the hotel through reservations, concierge, telephone operations, cashiering, bell

desk and business centre. The Front Office department strives to offer efficient and

personalized guest service in a warm and courteous manner with the aim of delivering an

unforgettable experience.

TIJORI (IN- HOUSE BOUTIQUE)

Boutiques at the hotels store the finest jewelry, arts and crafts of the country. The

knowledge of the service professional is able to give an insight into the culture and

craftsmanship. The objective at The Oberoi Boutique is to provide quick and efficient

service to guests in the most friendly and courteous manner with the aim of delivering an

unforgettable shopping experience to the guests.

SPA

The Oberoi Spa provides quality world class spa experience for their guests and

associates; a place where beauty, comfort, knowledge and personalized attention to create

a totally memorable and rejuvenating experience. Their goal entails building enduring

and rewarding relationships with their guests through knowledge, wellness and superior

service.

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TRAINING AND DEVELOPMENT

They are committed to the growth and development of their employees. They provide

focused and consistent training and development programs for all their employees. These

learning initiatives are aimed at enhancing work related knowledge, skill and attitude

unique to The Oberoi Group. They take pride in being recognized for their best practices

in training and development. Some of the courses that they offer are mentioned below:

Welcoming of new employees

Brand Oberoi Service Standards

Skills development

Operations training

Cross exposure training

Handholding and mentoring programs

PEOPLE PHILOSOPHY

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Key Principles

Organization structure and manning: Organizational structures will be

lean, with a minimum number of levels and with clear individual reporting

and accountability.

Recruitment and Selection: At every level of the organization, They will

select people of the highest quality and with the highest potential to advance

Their business.

Performance Appraisal: To inculcate a culture of personal growth and

organizational excellence based on principles of performance – based results.

Learning and Development: They will aim for world class managerial and

technical excellence using continuous learning and development to support

the business and encourage growth from within.

Career Development: They will provide careers, not merely jobs, to their

people, through developing them in ways where organizational needs are

matched with personal strengths and potential.

Succession Planning: Their focus on development of people will reflect their

international character and ensure that they have the right number of

employees with the appropriate skills in the right place at the right time.

Training: Transfers, national and international, will be based on

organizational needs and career development requirements of the individual.

Compensation : Their compensation philosophy will enable us to recruit and

retain the best and the most highly motivated talent, and will encourage the

highest level of performance amongst Their employees through result based

reward and recognition, and be related to the Company’s overall business

performance.

Employee Relations: To create preserve and open harmonious environment

in which employees at all levels will want to give off their very best in

delivering world class service at the highest level of productivity.

27

Retention: Retention of talent is the key management responsibility as is

separation of those whose performance is consistently below par or who

breach the accepted ethical standards and rules of conduct.

HUMAN RESOURCE POLICY

The policies that The Oberoi, New Delhi follows for its employees includes the

following benefits that are taken care by the organization are as following:

Mediclaim

GPA (Group Accident Policy)

Paid leaves

Medical Advance

Transportation facility

Cash amounting to INR-3100 is given to employee and 2 children.

Funeral expense of Rs. 4000.

Scholarship for children

Education allowance for children

- Rs. 25,000 for other degree

- Rs. 35000 for IHM/ year

Birthday cake on the birthday of every employee.

28

NEW EMPLOYEE TRAINING CYCLE IN HOSPITALITY SECTOR

Hospitality Industry has relatively high employee turnover. Employee turnover in their

first 30 days is to blame for such high percentage. New environment, overload of

information, pressure to perform for new bosses and obey new work rules, this

combination of new things may make a new employee feel insecure and overwhelmed

and often are the cause of resigning. Company who invests their money into recruiting

process wants their new employees to stay.

Orientation programs are an important tool in succeeding in that aspect. Although

orientation programs are design to reduce stress associated with starting the new job,

quite often new employees are presented with huge amount of information and

procedures, compressed into short brief which only increases the level of anxiety their

experience. It is up to management to find the right balance.

On average, 17% of working population leaves their job per annum. This means that

potentially, one in six employees’ faces a first day in a new job every year. One reason

people change job is that they never feel welcome or a part of the organization they join.

As a result many choose to switch rather than fight, and simply quit their jobs and move

on to another company shortly after they are hired. When this happens the organization

they leave behind is faced once again with the need to hire, induct and train another

employee. A thoughtful new employee induction program can reduce turnover and save

an organization thousands of Rupees. Whether a company has two employees or 20,000,

it should not leave new employee induction to chance. An induction program is the

process used within many organizations to welcome new employees to the company and

prepare them for their new role.

An induction program is an important process for bringing staff into an organization. It

provides an introduction to the working environment and the set-up of the employee

within the organization. The process will cover the employer and employee rights and the

terms and conditions of employment. As a priority the induction program must cover any

29

legal and compliance requirements for working at the company and pay attention to the

health and safety of the new employee.

IMPORTANCE:

Businesses have learnt that employee orientation plays a very important role in the

development and performance of an employee. Like they say first impression is

unforgettable. Hence the orientation process must be carefully planned and executed to

ensure that the employee ends up knowing all about your company, the company profile

and its policies, the target goals, the duties and the role the employee plays in helping the

company achieve its objectives

Ever hear the expression "common sense isn’t so common anymore"? This phrase

certainly has many workplace implications. All too often, managers incorrectly assume

that other workers have the same work ethic and knowledge of the workplace that they

do. We take it for granted that people know what is expected of them. The fact of the

matter is, employees need to know not only the specifics of how to carry out their duties,

but also the company’s rules and expectations, before they can succeed in the workplace.

The ideal time to set forth expectations of an employee is at the time he or she is hired,

through some type of new employee orientation. In addition to providing a road map to

workplace success, a thorough orientation has the added benefit of creating a positive

first impression on the employee. The sense that he or she is important to the company

will go a long way toward building a productive work relationship. Possible reasons for

omitting orientation are high turnover. The use of technology

Following are some topics to include in a new employee orientation program: company

history and philosophy; information about what the company does and its industry;

customer or client profiles; an organization chart; pay, hours of work, and other items

such as overtime requirements, breaks or rest periods, lunch, etc.; overview of the

employee benefit package; description of the performance appraisal process - how, when,

and by whom are employees evaluated; opportunities for training and advancement;

employee handbook and policy/procedure manuals; companywide safety rules; and a tour

of the facility. The presence of top management is important as well.

Although implementing an orientation program may seem a daunting and costly task, no

company is too small for new employee orientation, even if it is as simple as assigning a

30

veteran employee to mentor the new employee and to "show him the ropes". There is no

doubt that properly orienting employees to their new workplace is time consuming

process, but a wise investment of time that will reward the company with more

productive, satisfied employees.

Employee orientation is one of the most effective tools an organization can use to engage

new employees. The benefits outweigh the time and expenses associated with developing

the curriculum and the staff time for human resources training and development

specialists.

SENSE OF BELONGING - Employee orientation can create a sense of

belonging for new workers. Welcoming employees to the organization is the first

step in forging a solid employer-employee relationship. Employees who attend an

orientation also can build friendships and friendly working relationships with

coworkers because they share the common bond of starting to work at the same

time. Two or more employees who attend orientation on the same day might be

assigned work in different departments, but they share similar experiences based

on being in the same orientation session and learning about their employer at a

similar pace.

LOWER INCIDENCE OF EMPLOYEE DISSATISFACTION- Workplace

policies generally are contained in the employee handbooks, but many orientation

workshops provide a page-by-page review of the company's guidelines and the

handbook. Orientation trainers ensure employees understand workplace policies

by giving examples of actions and behavior deemed acceptable and unacceptable.

Teaching new employees the importance of company guidelines early can reduce

future problems such as workplace policy violations, poor performance, low

morale and overall dissatisfaction. In fact, Sally M. Kaiser, author of "An

Examination of New Employee Orientation and Training Programs in Relation to

Employee Retention Rates" cites research that indicates: "[F]ormal orientation

programs are essential in retaining and motivating employees, lowering turnover,

increasing productivity, improving employee morale, facilitating learning, and

reducing the anxiety of new employees." When employees are aware of

31

applicable policies and work rules, and when they acknowledge receipt of them, it

can minimize the chances an employee will engage in poor workplace behavior.

PROTECTS COMPANY’S INTEREST - An orientation workshop supports

the company's goal of protecting its interests. Most orientation programs contain a

segment that addresses equal opportunity laws and the employer's commitment to

fair employment practices. Once employers explain nondiscrimination laws and

policies that prohibit workplace harassment, they've done what the U.S. Equal

Employment Opportunity Commission strongly recommends as a preventive

measure for ensuring a safe work environment that's free from discrimination and

harassment. The commission advocates employer training and states: "Preventing

employment discrimination from occurring in the workplace in the first place is

preferable to remedying the consequences of discrimination." Employers who

become embroiled in employee discrimination lawsuits have difficulty justifying

certain employment actions and practices if they haven't taken the time to educate

new employees on equal opportunity and fair treatment in the workplace.

PRODUCTIVITY - New-employee orientation can take one to two days to

complete, depending on the number of new workers in each class and the amount

of material covered. However, after that point, employees are ready to assume

their job duties. This saves time and enhances productivity -- managers can focus

on providing direction on specific job tasks and responsibilities rather than

answering questions on topics that are more appropriately addressed in

orientation. Employees who gain a clear understanding of their employer's

philosophy, mission and workplace guidelines are usually more confident about

their roles and can jump right into the job they were hired to perform. New-

employee orientation provides employees with the fundamentals to be successful

employees.

32

NEW EMPLOYEE TRAINING CYCLE

AT OBEROI:Orientation is a four day process followed by departmental induction.

Day 1: The head of the HR/ Training Manager welcomes the new employees.

The documentation work, uniform measurement, attendance registration and

locker allocation is also taken care by the Hr department.

The detailed presentation about the founder is being given by the Training

Managers.

Company Overview, Mission, Vision and Dharma, Environment Management

System, these are taken care by the training department.

Telling about the key people of the hotel is also done on the 1st day.

KEY OBJECTIVES: Making the new employee familiar with the people working in the organization.

33

ORIENTATION

DEPARTMENTAL INDUCTION

TRAINING PATH

DAY 2: The standards that are being followed by the Oberoi are discussed with the new

employees.

The Telephone etiquettes session, discussion about the employee engagement

survey overview is shown to the new employees.

The Property Show Round is also done.

The HR presentation is taken by the HR assistant.

KEY OBJECTIVES: The new employees are expected to follow the Oberoi standards.

The show round is done so as to make him familiar with the surroundings.

DAY 3: On the third day of the orientation the new employee is made familiar with the

different departments.

Front Office, Laundry, Kitchen, Finance departmental induction takes place

on the third day.

The Head of these departments gives the presentations on their respective

departments, tells about the working that takes places in the organization.

Then the departmental show round is done for the new employee.

Quiz and tests are conducted as to what the new employee has learnt so far.

Key Objectives: Through departmental induction, the new employee will be able to

understand the working of his and other departments.

He will get familiar with the key people working in different departments.

34

Through quiz and tests his understanding of the organization will be made

clear.

DAY 4 The departmental induction of other departments is done such as

Housekeeping, Engineering, Security, Food and Beverage Services,

Kitchen Stewarding by the head of the departments.

The departmental show round of these departments as discussed above

is done accordingly.

The final test is conducted on the last day.

Key Objectives: To understand work carried out by the departments and the major

people.

Meet heads of departments to understand what they do.

The overall knowledge regarding whatever is been told to him is

tested on the last day.

On the ending of the fourth day the new employee is being asked to fill the orientation

Feedback form. He is then informed about the timings of his job and the key persons he

has to report to.

Departmental induction takes place for about 7-10 days depending upon the department.

He then reports to training department for his briefing about his job. Accordingly when

his departmental induction finishes, he is given training path which includes his key

responsibilities. It is mandatory for a new employee to appear for test such as Facts of

The Hotel and Pre Confirmation Test for the confirmation of his job.

COMPARATIVE STUDY OF NEW EMPLOYEE

TRAINING CYCLE OF OBEROI WITH

FORTUNE:35

In Fortune orientation is a three day process.

DAY 1 The first day of the new employee is with the HR Department only.

The medical facilities, joining formalities are done.

The property show round is done on the first day by the HR people.

DAY 2 On the second day, the new employee is made familiar with different

departments.

Presentations of different departments such as Security, Housekeeping,

Front Office, I.T, Food and Beverage are given by the head of the

department.

These are done to make the new employee understand the working of the

different departments.

DAY 3 On the third day the heads of the various other departments comes and

explains the new employee about the working of his department.

One hour presentation of departments such as Engineering, Food and Beverage

Service, Sales and Marketing, Purchase, Stores and F& B control is done by

the head of these departments on the third day accordingly.

This is done to make the new employee understand about the working of the

different department in the hotel.

The General Manager i.e. Nicholas Fernandez meets the new employee on the last day of

the orientation and discusses about the standards of the organization and about his

expectations from the new employee.

36

Departmental induction takes place for 2 weeks depending upon the department. So after

2 weeks the training Path (Key Responsibilities) is given to the new employees. After six

months head of the departments are asked for performance appraisal of the new

employee. If their performance comes out to be good or satisfactory then only he is

confirmed for the job.

COMPARATIVE STUDY OF OBEROI WITH

WESTIN In Westin the orientation is a three day process.

DAY 137

The new employee at Westin is welcomed by The General Manager

(not every time) and The Head’s of the departments.

Various activities take place to break the ice among the new employees.

Presentation is shown about Starwood Company.

Post lunch all the Head’s of departments gives presentations explaining

about the working of their departments.

Departments such as Food and Beverage Service and Kitchen,

Housekeeping, Sales, Front Office, Engineering and SPA.

The Grooming standards followed by the hotel are also told by the HR.

In the end queries are discussed.

DAY 2 On the second day the medical facilities, police verification and all the

other formalities required by the new employee are done.

The lockers are given on the daily basis to all the employees.

DAY 3 The presentation regarding the Westin brand is shown to the new

employees.

The Fire Fighting presentation and the demonstration is done with the

new employees.

This session is mandatory to attend for the new employees.

Post lunch departmental show round is done by the respective key

people of different departments.

Service culture workshop (2 day) also plays a very important role for the new employees.

Although it is mandatory for the new employee to attend but it is not included in the

orientation process. For the confirmation of the new employee he needs to clear New

Associate Training Profile Certification (NATPC).

38

LITERATURE REVIEW

Baitshepu Tebogo (2011) says that induction is an important process in the smooth

integration of new employees into the organizational culture. Induction is meant to make

the process of ‘fitting in’ easier for the new recruit. It introduces the new recruit to

already existing employees and ensures a thorough understanding of the new role. To

illustrate this point, the paper provides an analysis of a hypothetical situation involving a

39

new finance director who has not undergone the induction process upon reporting for a

new job. It explores his experience and possible reasons why induction did not occur. It

shows the impact that lack of induction had on the finance director while offering a

perspective on how the new finance director would possibly handle the unfortunate

predicament he found himself in. The paper therefore suggests confidence-building

measures to improve working relations between the finance director, the managing

director, and other co-managers.

Latham, Budworth, Yanar, Whyte (2008) - This study examined the possibility that the

performance appraisal process is affected by a pervasive and inherent effect that has

heretofore been unidentified. This effect derives from the results of the performance

appraisal most recently performed on the manager who subsequently conducts appraisals

of others. The nature of this effect was examined in four studies. In a case study, the

ratings received by two area coordinators in a university academic department affected

their subsequent ratings of faculty. In a simulation, 30 managers received hypothetical

feedback regarding their own job performance. The managers subsequently evaluated an

employee on videotape. Managers who received positive feedback about their

performance subsequently rated the employee significantly higher than managers who

received negative feedback regarding their own performance. This occurred despite the

fact that the managers knew the evaluation of them was bogus. The results of two follow-

up field studies involving 74 manager-employee dyads in a manufacturing company in

Canada and 39 manager-subordinate dyads in a retail organization in Turkey are

consistent with the view that one's own performance appraisal is related to the subsequent

appraisal of one's subordinates. Both anchoring with insufficient adjustment and a

mood induction may explain this effect, but the results are more consistent with the

former explanation than the latter.

Malini Nandi Majumdar (2010) - Induction is the welcoming process to make the new

employee “feel at home” and generate in him a feeling of belongingness to the

organization. It is concerned with the problem of introducing or orienting a new employ

to his work-group, supervisor and the organization. Socialization is the process through

40

which a new recruit begins to understand and accept the values, norms and beliefs held

by others in the organization. The purview of the project revolves around the impact

of induction in socialization of the new employees of ITC, The Sonar. The literature has

been enriched with the help of contributions made by various authors, industry experts

and professionals, journalists and numerous websites in the field of human resource

management concepts of the core concepts of induction, socialization and responses of

new employees. The research methodology involved collection of primary data with the

help of questionnaires and tabulation of secondary data collected from various sources for

analysis. The findings and analysis were done through classification, tabulation and

graphical presentation of data through bar diagrams, pareto and study of questionnaire.

It has helped to have an in- depth insight of the advantage and drawbacks of the induction

sessions of ITC, the Sonar.

The study finds out that there is a positive correlation between induction & socialization

of ITC. Based on the findings and data analysis some suggestions can be given to make

the induction session more acceptable and attractive to the new employees. Some are the

points highlighted are 

1) Increase the length of the session (7-10 days).

2) Make the program more interesting (include management games, role play etc).

3) Speak about Career paths (promotions, growth).

Anthony M. Wanjohi (2008): The study aimed at identifying the role played by the

induction program in relation to employee retention in GOAL. It also highlighted some

examples of the beneficial induction practices initiated in GOAL that should act as a

trend-setter for other organizations. The study was guided by the following research

objectives: i) To determine the role of induction program in GOAL, ii) To determine the

new employees’ induction practices used in GOAL, iii) To find out the new employee

perception about induction program employed by GOAL, iv) To find out the content of

the new employee induction program employed by GOAL and v) To suggest what can be

41

done to improve the program in order to enhance the new employees’ performance in

GOAL. Simple random and purposive sampling techniques were used to arrive at the

sample of employees while purposive sampling technique was used to select the heads of

departments and the location of the study namely Juba and Twic Counties in South

Sudan. Data for this study was collected by means of questionnaires and interview

guides. Statistical Package for Social Sciences (SPSS) version 8.0 for windows was used

to process the collected data. Descriptive statistics such as frequencies and percentages

were used to summarize the data. The study showed that the main roles

of induction program in any organization are delivery of information about the

organization’s vision, mission and products through training on the employee code of

conduct. From the study it also emerged that most employees of GOAL had a positive

perception regarding the induction program. The study also found that most employees at

GOAL deemed the content of induction program to be generally good although there

were some areas that needed to be improved. The study recommended that GOAL’s

management should work to ensure that the new employee induction program in the

organization to be more employees centered. For the new employees, they should adapt

the mission and vision of the organization and work towards improving their

performance. Individual organizations should also look into the content of their

respective employee induction program and see that it looks into the employees working

conditions and motivation with the aim of improving their performance.

Kor and Mahoney (1998) -As this paper document, Edith Tilton Penrose's (1959) classic

The Theory of the Growth of the Firm is one of the most influential books of the second

half of the twentieth century bridging economics and management. Yet, there is little

understanding of the process by which this classic came about and the lessons to be

learned concerning research creativity. This paper explores Penrose's (1959) "resources

approach" to the growth of the firm as an iterative process of scientific discovery

via induction and scientific justification by deductive reasoning. We focus on: (i) the

research process that led to Penrose's (1959) classic; (ii) the book's contributions to

42

management; (iii) the generative nature of Penrose's research for current resource-base

theory; and (iv) future research building on Penrose's "resource approach."

Schwizer, Casiraghi and Stefanelli (2011) The paper discusses the idea that an

institutionalized and effective board induction and training process could maximize the

director’s contribution and thus improve board effectiveness in banks, especially if

training and induction are done in a board that respects good practices with regards to

board independence, board diversity, presence of board committees, degree of directors’

turnover, recommended by regulators and institutions. In the wake of the recent financial

crisis, in fact, a growing “professionalization” of directors may be considered as a tool to

improve the effectiveness in banks. Contrary to the relevance of the topic, the available

literature is very poor. Using the qualitative research methods, the paper shows, first of

all, the state of the art on board induction and training programs for directors in the 25

largest European banks and, then, the results of a survey about the opinions of an Italian

panel on the topic. Findings confirm that induction and training programs for directors

are a fundamental tool to improve the effectiveness of corporate governance. However

there is a substantially limited dissemination of these practices in banks and, in those

cases where these practices are used more extensively, it is possible to spot some areas of

improvement compared to best practices. Overall, the most disappointing results, in terms

of the dissemination of induction and training programs for directors, emerge from the

interviews carried out on the Italian panel. Based on the results, some motivation and

managerial implications are proposed.

Maija Renko (2006) Firms that specialize in the creation of knowledge and new

technology are an important part of many technology-intensive industries today.

However, there is little guidance in the management literature on how managers should

behave in the presence of markets for technology. This research contributes to this

research gap through an analysis of market orientation in markets for technology. The

two extraordinary features of markets for technology that make market orientation an

especially relevant concept for research are (1) the science-driven nature of new product

development, and (2) the demand conditions that are characterized by unmet customer

43

needs. Given the increasing importance of markets for technology as well as market-

oriented thinking in today's business world, this study is worthwhile and presents a

contribution to the marketing literature as well as the technology management literature. 

OBJECTIVES OF PROJECT:

To study the new employee training cycle at Oberoi, New Delhi.

To study the impact of orientation program on the new employee.

To do a comparative study of New Employee Training Cycle at The

Oberoi, New Delhi with Westin and Fortune hotels.

To identify ways to improve the process.

44

SIGNIFICANCE OF THE PROJECT:

Orientation is a function that allows a new employee to learn about the organization,

what the expectations are in the position, who is responsible and accountable, and in

general what they need to know to become an integral part of the company. It is sad,

however, that many companies not only don’t provide an orientation, but expect the new

employee to be able to figure it out themselves.

I got this opportunity to work in Training and Development department in Oberoi hotel

and got the privilege to understand the new employee orientation process. It happened

twice a month. I did a comparative study of New Employee Orientation Cycle in Oberoi

with Fortune and Westin hotels. Through my study I understand the following

The induction process familiarizes the new employee to understand the working

of an organization.

It helps him to get familiar with the new environment and the key people

working in that organization.

RESEARCH METHODOLOGY:

PROBLEM DEFINITION: - The most important step in carrying out a Research is to

carefully define the Research problem. The Problem must be clear and should not be

unambiguous. Our study was carried out in New Delhi in order to understand “the

Comparison of New Employee Training Cycle in The Oberoi with Fortune and Westin”

RESEARCH AND SAMPLING DESIGN

DEFINITION

45

According to Clifford Woody: -“Research comprises of defining and redefining

problems, formulating hypothesis(suggested solutions), collecting, organizing, and

evaluating data, making deductions and reaching conclusions and at last carefully testing

the conclusions to determine whether they fit the formulated hypothesis”.

SAMPLING DESIGN

Sampling unit/Target group

The respondents were Managers, Assistant Managers and all the new employees.

Sample size

As the name indicates, sample size refers to the number of respondents or the size of the

sample, which is to be surveyed. Here the sample size taken for the study was 30.

Sampling procedure

It refers to the definite plan adopted by the research for obtaining the data from the

respondents; the technique adopted here is to gather data from questionnaire method.

RESEARCH DESIGN

The research design adopted is descriptive research design. It involves fact-finding,

inquiries of different kinds etc.

DATA COLLECTION

Data collection is one of the important tasks of the research which includes both

PRIMARY and SECONDARY sources.

o PRIMARY SOURCES

Direct Observation: This provides clear understanding and view about the induction process.

46

Telephonic Interview: Collection of data via telephone. The interviews was structured and focused to explore the needs of the induction process for a new employee.

o SECONDARY SOURCES

Secondary data is the data used previously for the analysis and the results are undertaken for the next process.

Data was collected from books, magazines, web sites, going through the records of the organization, etc.

DATA ANALYSISThe following graphical representations are the responses of the employees to the

different questions asked to them and following analysis are made as below.

Q 1) Do you find induction process useful?

47

INTERPRETATION:

All the respondents considered induction a very useful process as it

helps in better understanding of the organization.

Q 2) Have you been made aware of the following policies, procedures

and services? Do you know and understand them? Please tick as

necessary.

Not at all aware Aware of this

but need more

information

Completely

understand

48

The organization’s

mission statement?

The structure of the

organization?

The aims and

objectives of the

organization?

The organization’s

health and safety

procedures

INTERPRETATION:

Mostly respondents were aware of the organization’s mission

statement, structure, aims and objectives of the organization, and

needed more information on organizations health and safety

procedures.

49

Q3) How was the information imparted during your orientation?

INTERPRETATION

Out of 30 respondents, 18 respondents find the information imparted

during the orientation as excellent while others find it good as it is very

useful for their understanding

Q 4) Did you understand your job responsibilities?

50

INTERPRETATION:

Out of 30 respondents, 27 respondents were able to understand their job responsibilities

after attending orientation process.

Q 5.)How were the queries handled by different departments?

51

INTERPRETATION:

Out of 30 respondents 15 people think that the query handling system

by the heads of the departments is very good, as their queries were

handled properly. While others think the process of handling queries is

average.

Q6.) How was the material provided to you during your orientation process?

52

INTERPRETATION:

Out of 30 respondents, 15 respondents think that the material provided

to the new employees during orientation program is very benefial for

them as it helps them to know about the different aspects of the

organization.

Q 7) How was the induction done by different departments?

53

INTERPRETATION:

Out of 30 respondents, 24 respondents think that the inductions carried

by various other departments are very good while others think the

process was average.

54

Q8.) Do you think that the property show round helps in the understanding of the working of the organization?

INTERPRETATION:Out of 30 respondents, 27 respondents think that doing property show

round along with the detailed presentation of different departments

actually helps in understanding the practical aspect of the organization

along with the theoretical aspect.

55

Q9) According to you (as a new employee), what do you think New

Employee Orientation Program is benefial to decrease employee

turnover rate?

INTERPRETATION:

Out of 30 respondents 24 people think that the new employee

orientation can actually helps in decreasing the employee turnover rate

while others think conducting good orientation program does not only

helps in reducing the rate. There are many others factors also that play

an important role.

56

Q10.) Are you satisfied with the overall induction procedure?

INTERPRETATION:

Out of 30 respondents 27 respondents were satisfied with the overall

induction program, while 3 respondents seems to be dissatisfied.

57

FINDINGS

External findings

The Oberoi has 4 days induction process whereas Fortune and Westin has 3

days induction.

In Oberoi property show round is done according to the departments and the

presentation shown to the new employees whereas in Fortune property show

round is done only on the first day of the induction process and in Westin

property show round is done on the last day of the induction process.

The General Manager welcomes the new employees in Westin whereas in

Fortune the General Manager meets the new employees on the last day of the

induction process and discusses about his expectations from the new

employees.

In Oberoi the induction process takes place twice a month whereas in Fortune

and Westin the induction process takes place once a month.

In Oberoi pre-confirmation tests takes place for the confirmation of the new

employees whereas in Fortune, after six months of the joining of the new

employees the head of the departments are asked for performance appraisal of

the new employee. If their performance comes out to be good or satisfactory

then only he is confirmed for the job. And in Westin for the confirmation of

the new employee, he needs to clear New Associate Training Profile

Certification (NATPC).

58

Internal Findings

Mostly respondents say that they found the new employee orientation

process very useful as they were able to understand the working of the

organization easily.

Many respondents think that they have been made aware of the

organization’s structure and mission while some think they need more

information on organization’s health and safety procedures.

The information imparted during the orientation program appears to be quite

useful for the respondents.

Many respondents say that after attending the orientation they are now well

aware of their job responsibilities and what is expected by him.

Mostly respondents were satisfied with the query handled process.

Respondents said that the material provided to the new employees is useful

for the understanding of the working of different departments and also about

the key people of the organization.

According to the new employees the induction carried by different

departments was very good for their understanding about the departments.

Many respondents think that the property show round done along with the

detailed presentation was very useful for them as now they have the clear

understanding of the actual working of the organization.

Many respondents think that the new employee orientation program is very

helpful to decrease the employee turnover rate in any organization.

Mostly respondents were satisfied with the overall orientation program.

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MY LEARNING’S

It helped me to understand the actual working of an organization

It helped me to gain an insight view of the working of a service industry.

It helped me to understand the practical aspect of a service industry.

It helped me to build relations with the employees working in Oberoi hotel.

It helped me to understand the working of the training department.

It also helped me to understand the importance of training the employees in

service industry.

I attended the sessions like Telephonic etiquettes and Effective Communication.

Therefore it helped me the importance of these sessions in an organization.

It helped me to understand how the training manager manages the departments.

It helped me to improve my interpersonal skills as I interacted with the other

employees in the organization.

I helped the Training managers in their operational work. Hence I understood the

actual functioning of the training department in the service industry.

During my internship I understand how a manager manages different situations.

It helped me how to assemble reports of all the trainings that takes place.

During my internship I worked on MIS (Management Information System) for

assembling the data at one place.

I understand how to maintain all the records properly.

Reports in the training department were maintained on daily, fortnightly and

monthly basis so it helped me to understand the importance of each and every

training session that takes place.

I understood how employee engagement activities help in retaining the employees

in an organization.

I got the privilege of attending the Sports Day of The Oberoi Hotel, New Delhi.

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CONCLUSION

There are certain parameters on the basis of which we can compare the orientation

process at different hotels.

Comparative study of new employee training cycle of Westin and Fortune with Oberoi

OBEROI FORTUNE WESTIN

Duration 4 days 3 days 3 days

Departmental Induction

7-10 days 14 days 7 days

Meeting with GM No meeting Last day of induction First day of induction

Formalities Done On the 1st day of induction

On the 1st day of induction

On the 2nd day of induction

The Oberoi Hotel holds four days of orientation process while Fortune and Westin

has three days of orientation process.

The departmental induction is carried for 7-10 days in Oberoi, while 2 weeks in

Fortune and 1 week in Westin Hotel.

In Fortune, the General Manager meets the new employee on the last day of

orientation, while in Westin the General Manager welcomes the new employee

along with the head of the departments.

All the formalities are done on the first day in Oberoi and Fortune while it is done

on the second day in Westin.

Therefore proper orientation and training of employees is one part of human resource

management. Providing a thorough orientation ensures a satisfying work experience for

both the employer and employee. The employer should assess the employee's skill level,

identify what the learner should be able to do, and develop strategies in training the

employee. The employer uses a systematic approach (prepare, tell, show, do, and review).

Well planned and conducted orientation and training takes time and effort on both the

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part of the employer and employee; however, the far-reaching benefits result in positive,

productive and motivated individuals.

RECOMMENDATIONS:

After carrying out the project, I came out at the following recommendations that might be

helpful for the company in order to make the new employee orientation the best:

During orientation process ice breakers activities should be introduced as it helps

in breaking the ice among all the new employees.

In Westin and Fortune the new employees meets the General Manager of the

organization. This should be done in Oberoi as well as it helps in familiarizing the

new employees with the key people of an organization.

There should be assigned a particular day for all the formalities such as Medical,

Uniform, Locker as it not waste much of the time of both the new employees and

the organization.

Hold weekly update meetings for department heads to share progress and ideas

and discussion of the problems faced by the new employee at workplace.

According to me the employees should made to sign a bond which states that they

cannot leave the organization before eight months of joining which will reduce

the cost of recruitment and training of those employees and will save time in

recruitment.

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BIBLIOGRAPHY

Internet:-

http://www.uonbi.ac.ke/sites/default/files/staff/StaffInductionBook.pdf

http://www.citeman.com/11385-orientation-%e2%80%93-an-excellent-

way-to-welcome.html#ixzz1xO5XiSKp

http://www.agcnetworks.com/industry/hospitality/hospital-industry-in-

india.htm

http://en.wikipedia.org/wiki/Orientation

http://www.ehow.com/info_8603210_implications-using-newemployee-

orientation.html

Reports:-

Know Your Hotel Oberoi Manuals

HR Policy Handbook

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Annexure

NEW EMPLOYEE TRAINING CYCLE

Name:

Age:

Department:

1. Did you find the induction process useful?

Yes

No

2. Have you been made aware of the following policies, procedures and services?

Did you know and understand them? Please tick as necessary.

Not at all aware Aware of this

but need more

information

Completely

understand

The organization’s

mission statement?

The structure of the

organization?

The aims and

objectives of the

organization?

The organization’s

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health and safety

procedures

3. How was the information imparted during your induction?

Very Good

Good

Average

Bad

4. Did you understand your job responsibilities?

Yes

No

5. How was the queries handled by different departments?

Very Good

Good

Average

Bad

6. How was the material provided during orientation program?

Very Good

Good

Average

Bad

7. How was the induction carried by different departments?

Very Good

Good

Average

Bad

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8. Do you think that the property show round helps in understanding the working

of an organization?

Yes

No

9. According to you the orientation program helps in decreasing the employee

turnover rate?

Agree

Disagree

10. Are you satisfied with the overall induction program?

Yes

No

11. Additional Comments :

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THANK YOU FOR YOUR FEEDBACK!!!

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