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EMPLOYEE MOTIVATION AT TAJ HOTELS RESORTS AND PALACES
MOTIVATION The process that account for an individual intensity , direction and persistence of effort towards attaining a goal. Effect on motivation on employees -motivated employees always look for better ways to do there job. -they are more quality oriented. -they are more productive.
RECOGNITION PROGRAMS AS MOTIVATORS Robbins and Judge identified five principles for the success of such programs Recognition of employees’ individual differences and clear identification of behaviour deemed worthy of recognition. Allowing employees to participate. Linking rewards to performance Rewarding of nominators. Visibility of recognition process.
TAJ HOTELS RESORTS AND PALACES Registered under the name of The Indian Hotels Company Limited (IHCL) and its subsidiaries. Incorporated by Mr. JamshedjiN.Tata in the year 1903 by opening its first asset , The Taj Mahal Palace Hotel , Mumbai. Comprises of 93 domestic and 16 international hotels.
VISIONEmbrace talent and harness expertise to leverage standards of excellence in the art of hospitality to grow our inter national presence , increase domestic dominance and create value for all stake holders.Core philosophy of Taj states “Happy employee leads to happy customer”. Theybelieve in social responsibility and people-centric programs.
MOTIVATIONAL PROGRAMS AT TAJ Taj People philosophy (TPP) Balance scorecard system (BSS) STAR system Training programs
TAJ PEOPLE PHILOSOPHY Developed in 1999 , was a brainchild of Bernard Martyris and his core team. Originally planned to be called as “The womb to tomb approach”. Developed at a dream retreat program at Goa, in line with the Tata business excellence model and is based on the Taj Employee Charter. Covers all people practises of the group
KEY POINTS OF TAJ EMPLOYEE CHARTER Every employee of the Taj Group would be an important member in the Taj family. The Taj family would always strive to attract , retain and reward the best talent in the industry. The Taj family would commit itself to formal communication channels , which would foster transparency.
Three major aspects of TPP Work systems and processes Learning and development Employee welfare Features Hiring fresh graduates Intensive two year training program Talent management and specialization Leadership programs Balanced score card Feedback system
FEEDBACK -SYSTEM The group also took strong measures to weed out underperformers Adopted a 360 degree feedback system Covered all from managing directors to department managers All were evaluated by their immediate subordinates Followed by personal interviews to counsel them so as to overcome their deficiencies
BALANCED SCORE CARD Created by Art Scliedman in 1987 Most widely used is Kaplan and Nortan model Strategic performance management tool Focuses on enhancing both individual as well as enterprise performance. Measure performance across all hierarchical levels against a set of predefined targets Identified any variance in predefined targets
FOUR PRESPECTIVES OF BSS Financial Internal business processes Learning & growth Customer LEARNING AND GROWTH Employee turnover Job satisfaction Training/learning opportunities
PRODUCTIVE CHANGES OF BALANCE SCORECARD Communication Linked individual performance with group’s overall strategy Enhanced performance Employee problems solved quarterly
STAR SYSTEM(SPECIAL THANKS AND RECOGNITION SYSTEM)The STAR system developed by Bernard Martyris. (senior vice-president HR,IHCL) Launched in 2001 as an employee loyalty program. Operative throughout the year (April-March) Open to all employees across the organization at all hierarchical levels and used as an appraisal system. AIM IDENTIFY - RECOGNISE - REWARD
5 LEVELS OF STARS LEVEL 1 – SILVER GRADE - 120 points – 3months. LEVEL 2 – GOLD GRADE – 130 points within three months of attaining Silver grade. LEVEL 3 – PLATINUM GRADE – 250 points – with in 6 months of attaining Gold grade. LEVEL 4 – CHIEF OPERATING OFFICERS CLUB – accumulate - 510 to 760 points. LEVEL 5 – MD’s CLUB – accumulate 760 points or more no time bound.
POINTS AWARDED BASED ON INTEGRITY & HONESTY KINDNESS & TEAMWORK CO-ORDINATION CO-OPERATION TRUSTWORTHINESS RESPECT FOR CUSTOMERS EXCELLENCE IN WORK NEW INITIATIVES ENVIRONMENTAL AWARENESS COURAGE AND CONVICTION
Suggestions by employees that benefited the organization fetched them significant points STARS awarded according to number of points (which would be pinned to their coats)
AT DIFFERENT LEVELS OF STARS Employees were -Given gift voucher or a vacation in Taj Hotels of their choice in India -Felicitated at a function held at Taj , Mumbai by MD of Taj group Winner’s photographs were displayed on a big screen at the functions.
PRODUCTIVE CHANGES OF THE STAR SYSTEM Highly motivated employees Team spirit Service standards gone up Improved guest satisfaction levels &repeat customers 'Hermes Award 2002' for 'best innovation in HR' in the hospitality industry.
TRAINING PROGRAMS A fresher goes through a two year training program where he is inducted into the culture the business management and the ethos of the organization staff through cross functional response . Heads of department are trained at various centers which further train their staff. The Taj exotica , one of the group hotels of Taj offered , on the job training to its employees.
EMPLOYEE TAJ RELATIONS The employee of the Taj is viewed as an asset and real profit center. Taj group does not focus only on the right people but also on the right attitude. They believe that the talent management was of utmost importance to develop a sustainable competitive advantage. The Employee Retention Rate (ERR) of the Taj Group was the highest in the hospitality industry because of its employee-oriented initiatives.
They give greater recognition to its employees which motivated them to work to the best of their abilities. They standardized their various processes and developed a common work culture. The Taj Group had been highly successful becauseof its ability to provide better opportunities to its employees.
HERMES AWARD Because of STARS , the Taj group won the ‘HERMES AWARD 2002’,an international competition for the best innovation in the human resources in hospitality industry. A body of hospitality industry professionals decides The Hermes Awards for the world lodging industry. It is among the most prestigious awards in the industry, and is instituted under 12 non-traditional categories. The Taj Group was invited to participate in the best innovation in HR category.
GALLUP AWARD Indian Hotels Company Ltd, which owns the Taj group of hotels, has won the Gallup Great Workplace Award 2011for the second time. The Gallup Great Workplace Award was created to recognize excellent companies for their extraordinary ability to create an engaged workplace culture. Organizations can apply each year for this award.
CASE STUDIES HR practices at the Taj group attracted several HR and OB experts from the world over. Thomas Delong , a professor of organizational behaviour from Harvard Business School , visited India and interviewed employees . After his visit , Tajwas “envisioned as an example of organizational transformation wherein key dimensions of cultural change went into making of global managers.
The heroic response by employees of Mumbai's landmark Taj Hotel during the 26/11 terror attacks is now a case study at Harvard Business School that focusses on the staff's selfless service for its customers and how they went beyond their call of duty to save lives.