Human resource policies of The Taj

1. Taj Hotels, Resorts & Palaces
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2.  Keshav Singh Rathore
 Jhalak Agrawal
 Mohit Verma
 Sonu Sharma
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3. “Human resource is a term used for the
personnel of a business or organization,
regarded as a significant asset in terms of
skills and abilities.”
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4. “Human resource policies (HR Policies)
are formal rules and procedures that dictate
how certain matters should be addressed in
the workplace, including employee rights and
duties. HR policies are tied to employment
law.”
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6.  Founded by Jamshetji Nusserwanji TaTa and a Part of
TATA Group.
 Opened as Taj Palace at Colaba, Mumbai in
December 16th 1903
 Today it operates 76 hotels, 7 palaces, serviced
apartment, 6 Private Islands & 12 resorts and spas.
 Spanning to 52 destinations in 12 countries across 5
continents and employ over 13000 people.
 Today it is a leading Brand & Hotel chain in
Hospitality industry in India.
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7. To get an Insight as to
 How HR works in a hotel industry?
 How HR Dept. Helps employees to grow & adapt to diverse
cultures that they have encounter in day to day job.
Employees have to face clients directly on 24 X 7 basis.
Customer satisfaction is the key factor for hotel industry
which lies majorly in employees hands. So, employee is the
key to success in Hotel Industry.
Thus, Employee satisfaction is the foremost goal.
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9. `India terrified due to series of attacks in Mumbai conducted
by extremist Jihadi group Lashkar e Taiba of Pakistan.
Hotel Taj was the prime focus of the terrorist and they
captured the hotel for several days. The casualties were
mostly Indian citizens,
Hostages were taken during the attacks, and at least 167
people were killed, including many foreigners. although
westerners carrying foreign passports were singled out.
Indian commandos killed the gunmen barricaded in the
hotel to end the three-day battle. At least 31 died at the
Taj.
Material damage occurred, including the destruction of the
hotel's roof in the hours following.
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11.  Training & Hiring Policies
 360 Degree Feedback
 ESTS
 STARS
 “Employees share a Deep connection & sense
of Pride for being associated with the with the
legend that is TAJ”
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12.  Supplying goods & services of high quality
standards
 Enhance shareholder value & comply with all
regulations and laws that govern shareholder’s
rights
 Integrity of data or information
 Equal-opportunities employee
 No gifts or donations for the conduct of its business
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13.  Partnered with NGOs to train underprivileged
women housewives in hospitality, self
grooming & house keeping.
 The Taj, in association with ‘Paramparik
kaarigar’ identifies the artisans and craftsmen
across India.
 Committed to prevent the wasteful use of
natural resources and minimise any hazardous
impact on environment.
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15. • Selection of various depths like
Collection, security, housekeeping, Laundry,
Fooding etc. Is quite Strict & Difficult.
• The process of selection is as follows:
 Application Form
 Written Examination
 Medical Examination
 Practical (Kitchen) Works Examination
 Internship
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17.  18 Months Training – 6 months more than the
industry standard
 Believes That – “The employees can be trained
much better Chefs or Waiters but they cannot be
taught to be good individuals.”
 Build Leaders – Each employee is given an
authority to take the decisions pertaining to his
works and this empowers them and help them in
building a leader in all.
 Train not just on the area of expertise – but to
ensure the knowledge & skills of every necessary
department
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19.  Employees, including the managers &
Departmental heads are also evaluated by their
immediate subordinates.
 Counselled at a personal level & appraised of
where they felt short of the expectations and
how to go about it.
 Guides & motivate all employees to channelize
all their efforts towards the organisational goals.
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21.  Targeted to achieve 100% satisfaction in the
course of its operation.
 Regularly looks into employees concern and
strives to address them.
 Forums for the employees to voice their
recommendations or compliment their
colleagues
 Mandatory for the review committee to reply
to the employees’ suggestions within 2 days
or he shall be allotted “default points”.
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22.  Customers of an organisations can be satisfied only
when its employees are satisfies.
 Recognising and rewarding employees who showcased
excellent performance at their work.
 Promoted successively to various levels.
 Employees were not just assured on their performance
but also on parameters like Honesty, trustworthiness,
concern for the environment, team spirit, cooperation
etc.
 Apparitions from the customers also fetched points.
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23. Taj Palace
 Taj family considers every
employee as an important
family member.
 Has a dedicated forums to
raise recommendations and
compliment peers.
 Feedback is given not only
by bosses or peers but also
subordinates.
Leela Palace
 Our brand our reputation,
our focus on people &
commitment to excellence
 Suggestions accepted only
by customers.
 Feedback only by seniors
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24. Taj Palace
 Assessed not only on
performance but also on
personal qualities
 Employees are encourages
to take authority of the of
the situation.
Leela Palace
Assessed on performance
and on feedback by
customers.
Employees have to follow
their seniors.
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25.  Employees Retention Rates is highest among
all its competitors.
 Drives employees beyond their duties which
was totally unexpected for them as was in
26/11attacks.
 In 2002 Taj Group was conferred HERMES
Award for its innovative HR practices.
 With the implementations of STARS there was
tremendous improvements in the service
standards& also the customer satisfaction
level.
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26.  Seek Fresh recruit rather than lateral hires.
 Hire From small towns, semi urban areas, non metro
 Recruit from High schools, Cluster 2 B. Schools, rathe
than collages or premier B schools.
 Induct Managers who seek a single-company career
and will be hands on.
 Focus more on hiring people with integrity &
devotion to duty than on acquiring those with talent &
skills
 Train Workers for 18 months not just 12.
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