summer internship project.docx

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Summer Internship Project

Project Heading- To study the recruitment and employee satisfaction at oberoi

contact centre

Submitted in partial fulfillment of PGDM program

2013-14

Submitted by

Name- Nandini Dua

Roll Number- 20/160

Corporate Mentor Faculty Mentor

Name -Ms.Ginny Kholi Name- Mrs.Ishita Adhikari

Designation, CompanyHR Executive Designation-Faculty

(Oberoi contact centre)

Apeejay School of Management

New Delhi

July 2013


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New Delhi, July 2013

CERTIFICATE

This is to certify that the project work done on To study the recruitment and employee satisfaction at

oberoi contact centre at New Delhi Submitted to Apeejay School of Management, Dwarka by

Nandini Dua 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 25rd

April 2013-to 20th

June 2013 in The Oberoi contact center, New Delhi.

Date: 01/ 07/2013 Mrs.Ishita Adhikari

Apeejay School of Management,

Dwarka, New Delhi


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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 contact centre) Civil Lines, 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 thankMs.Ginny Kholi (HR Executive) and Ms.RatikaRajpal

(Senior reservation HR) for considering me worthy enough to do my summer internship with

Oberoi Contact centre I would further like to thank her for her constant guidance and expert

advices.

My profound thanks to my project guide Mrs.Ishita Adhikari, 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.

.

.

Nandini Dua

(20/160)Summer Trainee

Oberoi contact centre


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TABLE OF CONTENTS

Serial No. Chapter Page Number

Executive Summary

1 Introduction to the topic

2 Company profile

3About the project taken in the

organization

4 Literature Review

5 Objectives and Significance

6 Research Methodology

7 Data Analysis

8 Findings

9 Learnings from theproject

10 Conclusion

11 Recommendations

12 Bibliography

13 Annexure


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EXECUTIVE SUMMARY

Recruitment refers to the process of attracting, screening, and selecting qualified people for a

job. For some components of the recruitment process, mid- and large-size organizations often

retain professional recruiters or outsource some of the process to recruitment agencies.

The recruitment industry has four main types of agencies: employment agencies, recruitment

websites and job search engines, "headhunters" for executive and professional recruitment, and

niche agencies which specialize in a particular area of staffing. Some organizations use employer

branding strategy and in-house recruitment instead of agencies. Recruitment-related functions

are generally carried out by an organization's human resources staff.

The stages in recruitment include sourcing candidates by advertising or other methods, screening

potential candidates using tests and/or interviews, selecting candidates based on the results of thetests and/or interviews, and on-boarding to ensure the candidate is able to fulfill their new role

effectively. The stages of the recruitment process include: job analysis and developing a person

specification; the sourcing of candidates by networking, advertising, or other search methods;

matching candidates to job requirements and screening individuals using testing (skills or

personality assessment); assessment of candidates' motivations and their fit with organizational

requirements by interviewing and other assessment techniques. The recruitment process also

includes the making and finalizing of job offers and the induction and on boarding of new

employees.

Employee satisfaction is the terminology used to describe whether employees are happy andcontented and fulfilling their desires and needs at work Factors contributing to employee

satisfaction include treating employees with respect, providing regularemployee, empowering

employees, offering above industry-average benefits and compensation, providing

employeeperks and company activities, and positive management within a success framework of

goals, measurements, and expectations.

During my project at Oberoi contact centre, I supported all the recruiting process including their

joining formalities till they stay with the company and when they plan to leave the company. Ihelped them in maintaining the new employee grid, maintaining all their documents in files,

keeping record of their overtime, file auditing also I with my HR arrange various employee

engagement activities to make the working environment happy. It was a great learning

experience.


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INTRODUCTION

The hospitality industry is a broad category of fields within the service industry thatincludes lodging, restaurants, event planning, theme parks, transportation, cruise line, and

additional fields within the tourism industry. The hospitality industry is a several billion dollar

industry that mostly depends on the availability of leisure time and disposable income. Ahospitality unit such as a restaurant, hotel, or even an amusement park consists of multiple

groups such as facility maintenance, direct operations (servers, housekeepers, porters, kitchen

workers, bartenders, etc.), management, marketing, and human resources.

Usage rate or its inverse "vacancy rate" is an important variable for the hospitality industry. Just

as a factory owner would wish a productive asset to be in use as much as possible (as opposed to

having to pay fixed costs while the factory isn't producing), so do restaurants, hotels, and theme

parks seek to maximize the number of customers they "process" in all sectors. This led toformation of services with the aim to increase usage rate provided by hotel consolidators.

Information about required or offered products are brokered on business networks used by

vendors as well as purchasers.

In looking various industries, "barriers to entry" by newcomers and competitive advantages

between current players are very important. Among other things, hospitality industry players find

advantage in old classics (location), initial and ongoing investment support (reflected in the

material upkeep of facilities and the luxuries located therein), and particular themes adopted by

the marketing arm of the organization in question (for example at theme restaurants). Very

important is also the characteristics of the personnel working in direct contact with thecustomers. The authenticity, professionalism, and actual concern for the happiness and well-

being of the customers that is communicated by successful organizations is a clear competitive

advantage.

Over the last decade and half the mad rush to India for business opportunities has intensified andelevated room rates and occupancy levels in India. Even budget hotels are charging USD 250 per

day. The successful growth story of 'Hotel Industry in India' seconds only to China in Asia

Pacific.

Hotels in India' have supply of 110,000 rooms. According to the tourism ministry, 4.4 milliontourists visited India last year and at current trend, demand will soar to 10 million in 2010 - to

accommodate 350 million domestic travelers. 'Hotels in India' has a shortage of 150,000 roomsfueling hotel room rates across India. With tremendous pull of opportunity, India is a destination

for hotel chains looking for growth. The World Travel and Tourism Council, India, data says,India ranks 18th in business travel and will be among the top 5 in this decade. Sources estimate,

demand is going to exceed supply by at least 100% over the next 2 years. Five-star hotels in

metro cities allot same room, more than once a day to different guests, receiving almost 24-hourrates from both guests against 6-8 hours usage. With demand-supply disparity, 'Hotel India' room

rates are most likely to rise 25% annually and occupancy to rise by 80%, over the next two years.


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'Hotel Industry in India' is eroding its competitiveness as a cost effective destination. However,

the rating on the 'Indian Hotels' is bullish.

'India Hotel Industry' is adding about 60,000 quality rooms, currently in different stages of

planning and development and should be ready by 2012. MNC Hotel Industry giants are flocking

India and forging Joint Ventures to earn their share of pie in the race. Government has approved300 hotel projects, nearly half of which are in the luxury range. Sources said, the manpowerrequirements of the hotel industry will increase from 7 million in 2002 to 15 million by 2010.

With the USD 23 billion software services sector pushing the Indian economy skywards, moreand more IT professionals are flocking to Indian metro cities. 'Hotel Industry in India' is set to

grow at 15% a year. This figure will skyrocket in 2010, when Delhi hosts the Commonwealth

Games. Already, more than 50 international budget hotel chains are moving into India to stake

their turf. Therefore, with opportunities galore the future 'Scenario of Indian Hotel Industry'looks rosy.

The hotel industry in India is going through an interesting phase. One of the major reasons for

the increase in demand for hotel rooms in the country is the boom in the overall economy andhigh growth in sectors like information technology, telecom, retail and real estate. Rising stock

market and new business opportunities are also attracting hordes of foreign investors and

international corporate travelers to look for business opportunities in the country.

Hotel industry is also inextricably linked to the tourism industry and its growth has added fillip

to the hotel industry. And with Conde Nast Traveler ranking India as the fourth most preferred

travel destination and Lonely Planet selecting the country among the top five destinations from

167 countries, India has finally made its mark on the world travel map.

The arrival of low cost airlines and the associated price wars have given domestic tourists a host

of options. The opening up of the aviation industry in India has led the way for exciting

opportunities for the hotel industry as it relies on airlines to transport 80% of international

arrivals.

Moreover, the governments decision to substantially upgrade 28 regional airports in smaller

towns and privatization and expansion of Delhi and Mumbai airport will improve the business

prospects of hotel industry in India. Substantial investment in tourism infrastructure is essential

for Indian hotel industry to achieve its potential. The upgrading of national highway connecting

various parts of India has opened new avenues for the development of budget hotels here.

Hotels are amongst the most visible and important aspects of a countrys infrastructure. Hotel

industry is a closely linked one to the tourism industry. A number of factors like promotion of

tourism and rapid industrial progress have given a boost to hoteliering. The recent liberalization

of trade and opening up of economy will further lead to revolutionary growth in this sector. With

increasing globalization, career opportunities in this field are not only limited within the country

but there are chains of hotels which operate internationally providing scope of a career abroad. It

is a glamorous profession which has a bright future. With the growth of hotel industry propelled


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by foreign and domestic tourism and business travel, the demand for well trained quality

personnel too has grown impressively. The diversity of experience in hotel management is

greater than in any other profession. Hotel industry involves combination of various skills like

management, food and beverage service, housekeeping, front office operation, sales and

marketing, accounting. Today, the rise in corporate activity (leading to greater number ofbusiness trips) as well as the wish to travel on holiday has made the hotel industry a very

competitive one.

Eligibility

One can enter this field by direct entry or through hotel management institutes. For direct entry

the vacancies are generally advertised in the newspapers and the minimum prescribed

qualification is graduation with 50% marks. They are trained by the hotels themselves. But

qualifiedpersonnels are always given a higher preference.

Educational: Minimum qualification required to go for a course in hotel management is 10+2.For certificate, diploma and bachelors courses 10+2 is sufficient. Duration of certificate courses

is six months to one year. Bachelor and diploma courses are of duration one and half to three

years. Those with graduation can go for post graduate diploma courses the duration of which is

one year. Selection to most government recognized institutes is based on common entrance test.

Test consists of English, Reasoning, General Science and General Knowledge. The test is of two

hour duration and is held around April every year. The test is followed by a group discussion and

interview, in which a persons personality and confidence is seen. Private institutes also conduct

tests of their own, the pattern of which is almost the same. Some of the prominent schools that

conduct courses in this area are: The Oberoi centre for Learning and Development, 1 Sham NathMarg, New Delhi- 110054; Indian Institute of Hotel Management, Ra uza Bagh, Aurangabad-

431001; Welcomgroup Graduate School of Hotel Administration, Valley View Hotel, Manipal-

576119, National Council for Hotel Management and Catering Technology, Pusa, New Delhi.

Course areas include food processing, Food and beverages service, Accommodation operation or

front office, hotel accountancy, Business communication, French language, hotel engineering,

computer, nutrition and food service, Hotel laws, Principles of management, sales and marketing

management, Human resource management.

Personal attributes: They should have a good organizational background, excellent

communication and interpersonal skills, strong commitment and self-discipline. One must be anextrovert, co-operative, polite and respectful to the guests, have patience to deal guest criticism

even when you know you are right, willing to work hard even at odd hours and yet be cheerful.

Career options A hotel consists main departments such as Operations, Front office, House

keeping, Food and Beverages, Accounting, Engineering/ Maintenance, Sales and Security. Each

department has a number of positions that one can opt for.


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General Operations General manager who is the main in charge, is the coordinator and

administrator, responsible for staff management, financial control, provision of services, quality

control and customer care. Depending on the size of the hotel, general managers could have

assistant managers to supplement their work.

Front Office It is the centre of all activities. Important functions of receiving the guests, makingroom reservations, handling correspondence and preparing bills and keeping accounts of the

guest services are handled at the front office. The department is headed by Front office manager

or Executive House-keeper who supervises and co-ordinates the work. Then there are Assistant

Manager, Lobby executive, front office supervisor, information assistant, receptionist, bell

captain, bell boy, and doorman etc. to perform their assigned roles.

House Keeping The work of keeping the hotel, the rooms, the bars, the restaurants etc. clean and

making it presentable to the guests and ensuring facilities and comfort to them is handled by this

department. Those handling this department are Chief executive House keeper, floor supervisor,

room attendants, linen supervisors, Maids etc.Food and Beverages Department This department is the hub of the hotel industry and is

responsible for all the food that is prepared and served in the hotel. The main functions

performed by the department are- presentation, preparation and service of food and beverages

involving kitchen, bar and baker. Overall in charge of kitchen is known as Chef de Cuisine, the

in charge of section is called Chef de Partis and the one who supervises and coordinates the work

of Chef de partis is known as Sous-Chef. One who cooks food is known as Cook, the person in

overall charge of dining hall is called Maitre de hotel, Captain in charge of part of dining hall is

known as Chef de Range, one who serves food is Demi Chef de Range or Steward.

Accounting Department This department deals with both cash and credit transactions, i.e all the

financial transactions like purchase of materials, offering of services to the guests etc. This

department also compiles information required for budgeting, pricing of food and services and so

on.

Sales & Marketing This department keeps in touch with travel agents and tour operators as well

as other potential corporate clients in order to sell hotel facilities. Advertising and Public

Relations is also normally handled by this department.

Engineering / Maintenance Department Qualified engineers are appointed for the maintenance

of the building and various machines involved in the premises. They are assisted by necessary

staff in the electrical and mechanical departments.

Security department which provides security to the guest and their belongings and employs

security Officers/ guards for this purpose. Retires Army personnel are preferred by this

department.


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COMPANY PROFILE

THE OBEROI GROUP OF HOTELS

The Oberoi Group of Hotels was founded by Rai Bahadur Mohan Singh Oberoi, thefounder 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 Indias first luxury

hotel. It was later renamed The Oberoi, New Delhi. The Oberoi Group owns or operates 28


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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

Bachelors 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 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


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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 amonth. 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 Indias

foreign exchange earnings.

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


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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 ofHotel Management, OSHM recognized by the International Hotel Association in Paris.

Considered Indias 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 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.


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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.

Oberoi Contact Centre:

If you are between 19 and 25 years of age and have successfully completed, or are completing, a

university or college degree in any subject including hotel management, then join us as a

Reservation Associate. Relevant prior work experience entitles you to join as Senior ReservationAssociate.

Work for the worlds best luxury hotels reservation centre, a captive centre located in Delhi. Getpampered by getting a pick and drop from your doorstep, 5 day working, on the house duty

meals.

Once you join us as a Reservation Associate, you have various opportunities to grow in the

company.You may apply as an internal candidate to the 2 year management training programme at The

Oberoi Centre of Learning and Development (OCLD) at any point of time in your career till the

age of 25 and become a future Executive in the company.You may also grow and develop as a Supervisor and eventually an Executive in the company.

Interested applicants may apply by forwarding resume to [email protected]

Oberoi Hotels & Resorts is synonymous the world over with providing the right blend of service,luxury and quiet efficiency. Internationally acclaimed for all-round excellence and unparalleled

levels of service, Oberoi hotels and resorts have received innumerable awards and accolades.

The Oberoi Udaivilas has been ranked the best resort while the The Oberoi Amarvilas andUdaivilas has been ranked amongst the top 5 resorts in the world by the readers of Travel +

Leisure, USA in 2012 World's Best Service Awards.

Trident Hotels was ranked the 'Best First Class Hotel Brand' at the Galileo Express Travel WorldAwards for four consecutive years since 2004.

The Oberoi Group has been selected as one of India's BEST COMPANIES TO WORK FOR in

2011. The Oberoi Group has been ranked 33rd out of 471 companies and received a specialrecognition of the 2nd best in the hospitality industry. The Study was conducted by the GreatPlace to Work Institute, India, in partnership with The Economic Times.

The many awards and accolades we continue to receive are attributed to the high service

standards our teams have set for themselves.We believe that people are our most important asset. We take great pride in selecting,

developing, nurturing and rewarding our talent.


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We are an organization of highly motivated teams who take pride in delivering exceptional

service and making a difference "The Oberoi Way".

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 forOberois 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 ofOberois is worldwide and brand equity is

something which is an outcome of marketing efforts done by the company. So the brand

equity ofOberois quite high in terms of sales.

Loyal Customers- In the service oriented sector customerdont often change their service

provider unless until they saw any major changes in the service. So Oberois also has

their set of loyal customer which is increasing year on year.


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AWARDS AND ACCOLADES

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

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


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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

InU.A.E.:

The Oberoi, Dubai

Trident Hotel

In India:

Trident, Agra
http://en.wikipedia.org/w/index.php?title=The_Oberoi,_Dubai&action=edit&redlink=1http://en.wikipedia.org/wiki/Agrahttp://en.wikipedia.org/wiki/Agrahttp://en.wikipedia.org/w/index.php?title=The_Oberoi,_Dubai&action=edit&redlink=1


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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

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 GuestsWe are committed to meetings and exceeding the expectations of our guests

through our unremitting dedication to perfection, in every aspect of service.
http://en.wikipedia.org/wiki/Bhubaneswarhttp://en.wikipedia.org/wiki/Trident_Hilton,_Chennaihttp://en.wikipedia.org/wiki/Chennaihttp://en.wikipedia.org/wiki/Coimbatorehttp://en.wikipedia.org/wiki/Cochinhttp://en.wikipedia.org/wiki/Gurgaonhttp://en.wikipedia.org/wiki/Gurgaonhttp://en.wikipedia.org/wiki/Cochinhttp://en.wikipedia.org/wiki/Coimbatorehttp://en.wikipedia.org/wiki/Chennaihttp://en.wikipedia.org/wiki/Trident_Hilton,_Chennaihttp://en.wikipedia.org/wiki/Bhubaneswar


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Our PeopleWe are committed to the growth, development and welfare of our people,

upon whom we rely to make this happen.

Our DistinctivenessTogether 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 ShareholdersAs 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 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.


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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:

CONDUCTwhich is of the highest-ethical standards-intellectual, financial and moral and

reflects the highest levels of courtesy and consideration to others.

CONDUCTwhich builds and maintains Team work, with mutual trust as the basis of all

working relationship.

CONDUCTwhich 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.


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CONDUCTwhich 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.

CONDUCTwhich at all times safeguards the safety, security, health and environment of

our customers, employees and the assets of the Company.

CONDUCTwhich eschews the short-term quick fix for the long-term establishment of a

healthy precedent.

ORGANIZATIONAL STRUCTURE

Vice President

Assistant vice President

Senior Executive

ExecutiveSenior Supervisor

Supervisor

Senior Reservation associate

Reservation AssociateTrainee Associate


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COMPETITORS

Hyatt Hotels

Marriott International

Taj Hotel

Hilton Hotels

Hyatt Hotels- Hyatt Hotels Corporationis an American international company andoperator ofhotels. The Hyatt Corporation was born upon purchase of the Hyatt House, at Los

Angeles International Airport on September 27, 1957.

Marriott International- Marriott was founded by J. Willard Marriott in 1927when he and his wife, Alice Sheets Marriott, opened a root beer stand in Washington, D.C.As a

Mormon missionary in the sweltering, humid summers in Washington D.C, Marriott wasconvinced that what residents of the city needed was a place to get a cool drink. The Marriotts

later expanded their enterprise into a chain of restaurants and hotels.

Taj Hotels-It is a five star hotel located in theColabaregionof Mumbai, Maharashtra, India, next to the Gateway of India. Part of the Taj Hotels, Resorts and

Palaces, this building is considered the flagship property of the group and contains 565 rooms.

From a historical and architectural point of view, the two buildings that make up the hotel, The

Taj Palace and the Tower are two distinct buildings, built at different times and in different

architectural designs.

Hilton Hotels-Iis an international chain of full servicehotelsand resorts, it is theflagship brand of Hilton Worldwide. The original company was founded byConrad

Hiltonand is now owned by Hilton Worldwide. Hilton hotels are either owned by,

managed by, or franchised to independent operators by Hilton Worldwide. Hilton Hotels
http://en.wikipedia.org/wiki/Colabahttp://en.wikipedia.org/wiki/Colabahttp://en.wikipedia.org/wiki/Colabahttps://en.wikipedia.org/wiki/Hotelhttps://en.wikipedia.org/wiki/Hotelhttps://en.wikipedia.org/wiki/Hotelhttps://en.wikipedia.org/wiki/Conrad_Hiltonhttps://en.wikipedia.org/wiki/Conrad_Hiltonhttps://en.wikipedia.org/wiki/Conrad_Hiltonhttps://en.wikipedia.org/wiki/Conrad_Hiltonhttps://en.wikipedia.org/wiki/Conrad_Hiltonhttps://en.wikipedia.org/wiki/Conrad_Hiltonhttps://en.wikipedia.org/wiki/Hotelhttp://en.wikipedia.org/wiki/Colaba


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became the first coast-to-coast hotel chain of the United States in 1943. As of 2010,

there are now over 530 Hilton branded hotels across the world in 78 countries across

six continents.

HUMAN RESOURCE POLICY

Source of recruitment

Consultants Applicable to RL 9 & RL 8,

within OCC and at Oberoi Hotelsin Delhi/NCR

Employee Referral SchemeRs. 5000 per referral Applicable fee Rs. 25000/- for

one month subscription

Naukri.com databaseTie up with Naukri.com portal

STEP/OCER database The Oberoi New Delhi/Trident Gurgaon - Training

Managers

Brand Websites Job vacancy post

Public Channels:

Application received


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Conduct Telephonic interview of the candidate

Intimate result to the candidate

Forward to corporate HR as per requirement

Update recruitment dashboard

Consultant:

Interview Status/ Feedback to be provided the same day to the consultant

Placement fee of Rs. 8.33% of annual gross salary of the candidate shall be

applicable

Employee referral scheme:

Rs. 5000/- to be paid along with salary once the candidate completes 3 months

Hiring policy:

The candidate must be below 25 years of age at the

time of recruitment

For voice, only female candidates can be considered

For non-voice process, both male and female

candidates can be considered

Fixed shifts can be assigned to voice process on a condition that neither 'Transport Facility'nor 'Voice Allowance' shall be given

No transport shall be given in Faridabad, Gurgaon

and remote areas of Ghaziabad

Telephone standards:

The call has to be answered within 3 rings

The opening line shall be 'Good Morning HR'/ Good Afternoon HR according to the time of

the dayThe calls must be forwarded to the respective

handphone when not on seat

Grooming Standards:

Dress code - western formals/ sareeSmart casuals only during night shifts

Employee welfare (Wedding)

A gift worth Rs. 2000/- from office carrying 'Best Compliments' Card signed by head of unit

HR Presence in office colleague's wedding is preferred


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Farewell:

Gift voucher of Rs. 500/- for employees who have worked less than 5 years

Gift voucher of Rs. 1000/- for employees who have worked more than 5 years

Birthdays:

Birthday emailer to be circulated to the birthday boy/girl , copy marked to Corp OCCEveryone

1 kg pineapple/ chocolate cake to be given to the employee

Diwali:

Bonus to be given as per Bonus Act

Diwali sweets distribution to all employees, as directed by Corp HR

Employee Engagement:

Brain Twister

Quiz/Riddle to be circualted over email every Monday, Wednesday, Friday

Result to be announced the same day along with winner's photograph

Gift prize of Rs. 20/- to be given to the winner

(Rs. 500/- to be reserved for such gift disbursments - This money is issued by Finance)

Administrative:

Leave cards of staff to be audited each monthAttendance registers to be audited every Mon/Wed/FriInventory inspection of housekeeping stock every Monday

Pay N Pick:Daily collection of cash to be taken from the counter and to be given to Aman

Daily inventory of items stored in Pay n pick counter

Weekly audit of items for expiry date

Requisition of items to Aman as per requirement

MIS:

Recruitment ReportOCC HC report & Attrition report

TO STUDY THE RECRUITMENT


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AND EMPLOYEE SATISFACTION

AT OBEROI CONTACT CENTRE

Recruitment

Rrefers to the process of attracting, screening, and selecting qualified people for ajob. For some components of the recruitment process, mid- and large-size

organizations often retain professional recruiters or outsource some of the process to

recruitment agencies

PROCESS

JOB ANALYSIS

The proper start to a recruitment effort is to perform a job analysis, to document the

actual or intended requirement of the job to be performed. This information is

captured in a job description and provides the recruitment effort with the boundaries

and objectives of the search. Oftentimes a company will have job descriptions that

represent a historical collection of tasks performed in the past. These job

descriptions need to be reviewed or updated prior to a recruitment effort to reflect

present day requirements. Starting recruitment with an accurate job analysis and job

description ensures the recruitment effort starts off on a proper track for success.

SOURCING

Sourcing involves:

advertising, a common part of the recruiting process, often encompassing multiple

media, such as the Internet, general newspapers, job ad newspapers, professional


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publications, window advertisements, job centers, and campus graduate recruitment

programs; and

recruiting research, which is the proactive identification of relevant talent who may

not respond to job postings and other recruitment advertising methods done in #1.

This initial research for so-called passive prospects, also called name-generation,

results in a list of prospects who can then be contacted to solicit interest, obtain a

resume/CV, and be screened.

SCREENING AND SELECTION

Suitability for a job is typically assessed by looking for skills, e.g. communication,

typing, and computer skills. Qualifications may be shown through rsums, job

applications, interviews, educational or professional experience, the testimony of

references, or in-house testing, such as for software knowledge, typing skills,

numeracy, and literacy, through psychological tests or employment testing. Other

resume screening criteria may include length of service, job titles and length of time

at a job. In some countries, employers are legally mandated to provide equal

opportunity in hiring. Business management software is used by many recruitment

agencies to automate the testing process. Many recruiters and agencies are using an

applicant tracking system to perform many of the filtering tasks, along with software

tools for psychometric testing.

ONBOARDING

"On boarding" is a term which describes the process of helping new employees

become productive members of an organization. A well-planned introduction helps

new employees become fully operational quickly and is often integrated with a new

company and environment. On boarding is included in the recruitment process for

retention purposes. Many companies have on boarding campaigns in hopes to retain

top talent that is new to the company; campaigns may last anywhere from 1 week to

6 months.


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SELECTION

Employee Selection is the process of putting right men on right job. It is a procedure

of matching organizational requirements with the skills and qualifications of people.

Effective selection can be done only when there is effective matching. By selecting

best candidate for the required job, the organization will get quality performance of

employees. Moreover, organization will face less of absenteeism and employee

turnover problems. By selecting right candidate for the required job, organization

will also save time and money. Proper screening of candidates takes place during

selection procedure. All the potential candidates who apply for the given job are

tested.

But selection must be differentiated from recruitment, though these are two phases

of employment process. Recruitment is considered to be a positive process as it

motivates more of candidates to apply for the job. It creates a pool of applicants. It

is just sourcing of data. While selection is a negative process as the inappropriate

candidates are rejected here. Recruitment precedes selection in staffing process.

Selection involves choosing the best candidate with best abilities, skills and

knowledge for the required job.

The Employee selection Process takes place in following order-

Preliminary Interviews- It is used to eliminate those candidates who do not meet

the minimum eligiblity criteria laid down by the organization. The skills, academic

and family background, competencies and interests of the candidate are examined

during preliminary interview. Preliminary interviews are less formalized and planned

than the final interviews. The candidates are given a brief up about the company and

the job profile; and it is also examined how much the candidate knows about the

company. Preliminary interviews are also called screening interviews.

Application blanks- The candidates who clear the preliminary interview are

required to fill application blank. It contains data record of the candidates such as

details about age, qualifications, reason for leaving previous job, experience, etc.


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Written Tests- Various written tests conducted during selection procedure are

aptitude test, intelligence test, reasoning test, personality test, etc. These tests are

used to objectively assess the potential candidate. They should not be biased.

Employment Interviews- It is a one to one interaction between the interviewer and

the potential candidate. It is used to find whether the candidate is best suited for the

required job or not. But such interviews consume time and money both. Moreover

the competencies of the candidate cannot be judged. Such interviews may be biased

at times. Such interviews should be conducted properly. No distractions should be

there in room. There should be an honest communication between candidate andinterviewer.

Medical examination- Medical tests are conducted to ensure physical fitness of the

potential employee. It will decrease chances of employee absenteeism.

Appointment Letter- A reference check is made about the candidate selected and

then finally he is appointed by giving a formal appointment letter.

The recruitment process is immediately followed by the selection process i.e. the

final interviews and the decision making, conveying the decision and the

appointment formalities.

Employee Satisfaction

Employee satisfaction is the terminology used to describe whether employees are

happy and contented and fulfilling their desires and needs at work. Many measures

purport that employee satisfaction is a factor in employee motivation, employee goal

achievement, and positive employee morale in the workplace.

Employee satisfaction, while generally a positive in your organization, can also be a

downer if mediocre employees stay because they are satisfied with your work


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environment.

Factors contributing to employee satisfaction include treating employees

with respect, providing regularemployee recognition, empowering employees,

offering above industry-average benefits and compensation, providing

employeeperks and company activities, and positive management within a success

framework of goals, measurements, and expectations.

Employee satisfaction is often measured by anonymous employee satisfaction

surveysadministered periodically that gauge employee satisfaction. (I do not support

these.) Employee satisfaction is looked at in areas such as:

management,

understanding ofmission and vision,

empowerment,

teamwork,

communication, and

coworker interaction.

A second method used to measure employee satisfaction is meeting with

small groups of employees and asking the same questions verbally.

Depending on the culture of the company, either method can contribute

knowledge about employee satisfaction to managers and employees.

Exit interviews are another way to assess employee satisfaction in that

satisfied employees rarely leave companies. Employee satisfaction or job satisfaction is, quite simply, how content or

satisfied employees are with their jobs. Employee satisfaction is typically

measured using an employee satisfaction survey. These surveys address

topics such as compensation, workload, perceptions of management,flexibility, teamwork, resources, etc.

These things are all important to companies who want to keep their

employees happy and reduce turnover, but employee satisfaction is only a

part of the overall solution. In fact, for some organizations, satisfied

employees are people the organization might be better off without.

Employee satisfaction and employee engagement are similar concepts on the

surface, and many people use these terms interchangeably. Employee

satisfaction covers the basic concerns and needs of employees. It is a good

starting point, but it usually stops short of what really matters.

Job satisfaction is how content an individual is with his or her job. Scholars and

human resource professionals generally make a distinction between affective job

satisfaction and cognitive job satisfaction. Affective job satisfaction is the extent

of pleasurable emotional feelings individuals have about their jobs overall, and is

different to cognitive job satisfaction which is the extent of individuals


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satisfaction with particular facets of their jobs, such as pay, pension

arrangements, working hours, and numerous other aspects of their jobs.

Recruitment Process At Oberoi Contact Centre

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. 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.An induction program is the

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

and prepare them for their new role.

In oberoi contact centre employee are recruited for the reservation profile.This

is the world best and only reservation centre of oberoi group of hotels.

Two profiles:

1.voice-this process is for girls

2.non-voice- this process is for girls/boys

Beginning of New-Batch:

Every month we start a new batch for the Reservation Associate Profile.

Eligibility:


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1.The person should be below 25 years

2.Good in communication skills

3. Should be graduate.

Source of hiring:

1.consultant

2.Monster Data

3.Employee Referral scheme

Process of selection:

1.The person has to go for aptitude test,it include multiple choice question and

written test

2.if this test one o one round is taken by HR and then HR EXECUTIVE

3.After that there is operations round

4.final round with the VICE PRESIDENT

Positions for this profile:

1.Senior Reservation Associate (MBA,Experienced)

2.Reservation Associate(Graduate)

3.Trainee Associate(Undergraduate)

Job Timings:

Company has Rotational shifts

5/6 Days Working

9/11 hrs working

During Training 7.30am-6.30pm.

If the person work on holidays he/she get compensatory off(he/she can avail this

holiday in any working day

Transport service:


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Company is providing CAB service door to door in Delhi and NCR Regions

Joining Formalities:

1.After the person get slected we provide him/her welcome letter

He/she is suppose to submit all documents including marksheet,ID proof,and

experience letter incase holding any experience

2.when the batch first day join the company firstly he/has to submit all the required

document.

Then they have to fill the forms given by the company which include the employee

details,salary details etc.

When the batch is done with all the documents and paper formalities, they Move to

the Board Room where presentation is given by HR Executive,which include:

1.A brief introduction about the company

2.Staff members working with them

3.Terms and conditions of the companys

4.Leaves/holiday plan

5.Salary/incentives details

6.Diffrent positions in the company

7.Carrier Pyramid8.Transport Service

9.Companys Policy

10.Terms and Conditions is the person is planning to leave the company

Training Period:

The batch has to go for 1 Month,15 Days training Period after which the join there

respective process

Probation Period:

If the person is undergraduate or has to give some Back exam in that case that person

remains for 6 months under probation period.


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Notice Period:

If the has plan to leave the company in that case

1.If he/she under probation Period,has to serve one Day notice period .

2.If the person is not under Probation period in that case he/she has to serve 1 month

notice period.

Salary:

1.16000-19000 CTC (MBA/Experienced).

2.15000 CTC (Graduate).

3.12000 CTC (Undergraduates).

Employee Satisfaction/employee Engagement programs:

Employee satisfaction is the terminology used to describe whether employees are

happy and contented and fulfilling their desires and needs at work.

It is very important that employee working with the the organization are happy and

satisfied with their job.Because if they are not happy with their work it will effect

their performance negatively.

There are so many employees engagement activities in OBEROI CONTACT

CENTRE

After every 15 days we organized activities.some of them are as follows:

1.Movie Night

2.Antakshri

3.Know Your Friend

4.Bollywood Beats.

5.HR rotate Brain Twister 3 Days in a week,and the winner get gift

Also we give feedback forms to the new-Batch as well employee already working

their.and then with the help of this form ,we got to know what problem they are


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facing then the HR team try to solve their complaints.

There is also a suggestion box for those who do not want to disclose there identities

every month HR take those slips from the suggestion box,and to bring solutions to

their problems.

In this way HR department alomg with their teams involed themselves in the

Employee Engagement activities,and try to make the working environment happy

and interesting for the staff members.

LITERATURE REVIEW

OBJECTIVES OF THE PROJECT:

To study the recruitment process in OBEROI CONTACT CENTRE

To study the employee satisfaction

and Employee Engagement activities.

To study the role of HR, and their Responsibilities

To streamline interview & section process

SIGNIFICANCE OF THE PROJECT:

Recruitment is a process of Hiring a candidate by taking interview.

Recruitment refers to the process of attracting, screening, selecting, a qualified

person for a job.

Employee satisfaction is the terminology used to describe whether

employees are happy and fulfilling their desires and needs at work.


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The respondents were all the new employees, and the staff members already working

there.

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 40.

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: Collection of Data through Questionare.

Telephonic Interview: Collection of data via telephone. The interviewswas structured

.

o SECONDARY SOURCES

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

Data was collected from web sites, going through the records of theorganization, etc.


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DATA ANALYSIS:

EMPLOYEES QUESTIONNAIRE-OBEROI

CONTACT CENTRE

1. How long have you been working for the company?

S.NO No. Of respondents

Less then a year 10

1-2 yrs 5

3-5 years 30

6-10 years 5

More then 10 years 0

TOTAL 40


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Interpretation: 30 employees are working from 3-5 years in a company.

2.What is your job function?


Non-supervisory Staff

Supervisor

Functional manager 5Department manager

TOTAL

10

5

30

5

0

40

0

5

10

15

20

25

30

35

40

45

Less then a

year

1-2 yrs 3-5 years 6-10 years More then

10 years

TOTAL

No. Of respondents

No. Of re


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Interpretation: 25employees are non-supervisory staff.

1. Does your supervisor is knowledgeable about your work?


strongly disagree 0

disagree 2

neither agree nor disagree 3

agree 5

strongly agree 30

total 40

25

5 510

40

05

10152025

30354045

No. Of respondents

No. Of respond


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Interpretation: 20 employees strongly agree that there supervisors take time to listen t

them.

2. Does your supervisor give you fair reviews?


strongly disagree 0

disagree 0

neither agree nor disagree 2

agree 8

strongly agree 30

total 40

0

5 5

10

20

40

0

5

10

15

20

25

30

35

40

45

strongly

disagree

disagree neither

agree nor

disagree

agree strongly

agree

total

No. Of respondents

No. Of res


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Interpretation: 25employees strongly agree that supervisor has reasonable

expectations from their work.

4. Does your supervisor trains you whenever necessary?


strongly disagree 0

disagree 2

neither agree nor

disagree

3

agree 15

strongly agree 20

total 40

5

10

25

40

0

5

10

15

20

25

30

35

40

45

neither

agree nor

disagree

agree strongly

agree

total

No. Of respondents

No.


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Interpretation: 20 employees strongly agree that supervisor trains them whenever

necessary.

5. How well do you believe your manager lives by your company's ethic?


extremely well 20

very well 15

sometimes 5

not very well 0

Total 40

02 3

15

20

40

0

5

10

15

20

25

30

35

40

45

strongly disagreedisagreeneither agree nor disagreeagreestrongly agreetotal

No. Of respondents

No. Of respondents


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Interpretation: 20 employees believe that their manager lives by their company's

ethic.

6. If you have ever offered suggestions to management, how satisfied were

you with the response?


not offered a suggestion 5

not at all satisfied 0

somewhat satisfied 15

very satisfied 20

total 40

20

15

5

0

40

0

5

10

15

20

25

30

35

40

45

extremely wellvery well sometimes not very well total

No. Of respondents


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Interpretation: 20 employees when offer suggestions to management, they are

satisfied with their response.

.

7. Overall, how satisfied are you with the company you work for?


extremely dissatisfied 0

very dissatisfied 0neither satisfied nor dissatisfied 1

very satisfied 2

extremely satisfied 37

Total 40

5

0

15

20

40

0

5

10

15

20

25

30

35

40

45

not

offered a

suggestion

not at all

satisfied

somewhat

satisfied

very

satidfied

total

No. Of respondents

No. Of respond


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Interpretation: 37 employees are satisfied with their company.

FINDINGS:

1.The company has well written recruitment policy and documentation.

2.The manpower planning is done prior to recruitment.

3.Company uses placement agencies to recruit applicant.

4.Company proactively gets feedback to do improvement and hiring process also

gets reviewed frequently.

5.They conduct 3 round interviews and finally assessed by management.

They look for communication skills, team spirits, and loyalty etc. factors in acandidate.

0 0 12

3740

0

5

10

15

20

25

30

35

40

45

extremely

dissatisfied

very

dissatisfied

neither

satisfied

nor

dissatisfied

very

satisfied

extremely

satisfied

total

No. Of respondents

No. Of res


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research I would like to give following recommendations:

1.Person should be placed according to their aptitude and skills .

2.Manpower induction should be in a regular phased manner.

3.More employee engagement activities should be introduced.

4.Detailed vision, mission and work culture of the company should be made clear to

the candidates in interview selection process.

5.In recruitment and in Induction process more training sessions should be included

and one to one feedback session should be there.

6.Involvement of top management should be included in induction process so as to

make the new employees comfortable in the organization.

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

in breaking the ice among all the new employees.

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

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

9.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.

BIBLIOGRAPHY

Annexure

EMPLOYEES QUESTIONNAIRE-OBEROI CONTACT

CENTRE :


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Dear Respondent,

Thanks for sparing few minutes to fill this questionnaire, which will help us to study

the consumer perception for tyres

1. How long have you been working for the company?

Less then a year

1-2 years

3-5 years

6-10 years

More then 10 years

2.What is your job function?

Non-supervisory Staff

Supervisor

Functional manager

Department manager

3.Does your supervisor is knowledgeable about your work?

Strongly disagree

Disagree

Neither agree or disagree

Agree

Strongly agree

4.Does your supervisor takes time to listen to you?

Strongly disagree

Disagree


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Agree

Strongly agree

5. Does your supervisor give you fair reviews?

Strongly disagree

Disagree


Agree

Strongly agree

6. Does your supervisor has reasonable expectations of you work?

Strongly disagree

Disagree


Agree

Strongly agree

7. Does your supervisor trains you whenever necessary?

Strongly disagree

Disagree


Agree

Strongly agree

8. How well do you believe your manager lives by your company's ethic?

Extremely well

Very well

Sometimes does, sometimes doesnt

Not very well


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Doesnt abide by companys philosophy at all

9. If you have ever offered suggestions to management, how satisfied were you with

the response?

Never offered a suggestion

Not at all satisfied

Somewhat satisfied

Very satisfied

10. Overall, how satisfied are you with the company you work for?

Extremely dissatisfied

Very dissatisfied

Neither satisfied nor dissatisfied

Very satisfied

Extremely satisfied

Personal Information:

Name:

Age:

Location:

Income (per month):

(1) Rs. 1,000Rs. 10,000 (2) Rs. 10,000Rs. 30,000

(3) Rs. 30,000Rs. 50,000 (4) Above Rs. 50,000


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