Training and Development practices in Indian Hotel industry and its future scope

1. Hospitality Sector
(Hotel Industry)

2. “Hospitality is an art of
making guests feel
welcome”
-Anonymous

3.  The history of the hotel industry in India is very old
 Hotel is a commercial establishment and intends to provide visitors with
lodging, food and related services with a view to please them so as to build
goodwill and to let them carry happy memories.
 British got the western style of hotels in cities of Mumbai & Kolkata
 Mr. Pallonjee Pestonjee - pioneer of the western style hotel in India &
opened the first – western style hotel under the name of British Hotel in
Mumbai in 1840.

4.  20th Century- Beginning of Star Hotels in India
 The high profile hotels include The Indian Hotels Company Ltd., East
India Hotels Ltd., ITC Hotels Ltd., Bharat Hotels Ltd., Asian Hotels Ltd,
Hotel Leela venture Ltd. and Jay Pee Hotels Ltd. etc.
 Hotel Industry in India has witnessed tremendous boom in recent years due
to reduced airline costs and increase in tourism industry.

6.  “Lack of trained manpower is the single most limiting
factor for growth of the hospitality industry.”
 Training refers to the planned effort by a company to facilitate employees
learning of job-related competencies, which include knowledge, skills, or
behaviours that are critical for successful job performance.
 Management development is all those activities and programme when
recognized and controlled have substantial influence in changing the
capacity of the individual to perform his assignment better and in going
so all likely to increase his potential for future assignments.

7.  Training needs can arise in a number of ways:

8.  On-the-Job Training:
 Training by Supervisor/ Coaching
 Behaviour/Attitude Training
 Apprentice Training
 Job Rotation
 Hotel service and Administration Training
 Safety Training

9.  Off-the-Job Training:
 Lecture method
 Computer based training
 Simulation exercises
 Role Plays and Team Training Exercises

10.  Training in Mariott
 A lot of Off-the-job Training
• Non-managers have 32 hours of training
• Managers get 40 hours training
 Encourages employees to directly interact with customers to know their
requirements
 Personal Development Programme
 Empowerment through participation

11.  Hiring Improvisational Comedy Experts
 Use of technology in training such as ipods and Playstations
 Language Coaching
 Certificate Training
 STEP Programme – By Oberoi Group

12. Evaluating Training and results using Donald
Kirkpatrick model

13.  Benefits to the Employees and Teams
 Benefit to the Organization
 Benefit to the Management

14.  More advanced and improved training to service department students in
hotel management schools
 Increased investments in learning and development of the trainees
 Time to time training
“Because Excellent Service is what attracts a
customer again.”