SUMMER TRAINING PROJECT REPORT(MBA)

A STUDY ON MOTIVATED EMPLOYEES AT

HOTEL AMAR

In partial fulfillment of requirement forMBA DEGREE COURSE

Of UTTAR PRADESH TECHNICAL UNIVERSITY,LUCKNOW

HINDUSTAN INSTITUTE OF MANAGEMENT AND COMPUTER STUDIES

FARAH, MATHURA

Under the guidance of: Submitted by:

Mr.C.P.Singh PRAGATI HEMRAJANIHR Manager MBA II-yrHOTEL AMAR 0906770064

DISSERTATION

ON

“MOTIVATION ∧¿

PRODUCTIVITY ”

DECLARATIONDECLARATION

I, Pragati Hemrajani student of M.B.A, from Hindustan Institute Of Management And Computer Studies, Farah Mathura hereby declares that report entitled “A STUDY ON MOTIVATED EMPLOYEES” at HOTEL AMAR, Agra is the outcome of my own work.

DATE: PRAGATI HEMRAJANIPLACE: HOTEL AMAR M.B.A. (III)

ACKNOWLEDGEMENT

It is a matter of great pleasure for me to work on a practical project. This Summer Internship has added value to my theoretical knowledge. I would like to admit my sincere thanks to the General Manager Mr. Y.K. Verma of HOTEL AMAR for providing me such an opportunity to work with their organization.I would like to give my regards to Mr. C.P. Singh, HR Manager under whose guidance I carried out my internship in the HOTEL AMAR. Last but not least I would like to thank all the personnel’s of hotel for being friendly and providing their support during my Internship period.

PREFACEPREFACE

U.P. Technical University, Lucknow has introduced project work

to wider the academic knowledge and to bring the student

closes to practical work. This is undoubtful and appreciable step

for educational institute.

To be dynamic, strategic and work aggressively we need to

know their policies, procedures and trends going in the present

industrial environment apart from their studies. The training

fulfills all the needs.

Hotels today have to cope up with a variety of business

challenges necessitated by increasing competition in this

service sector. Growing demands of the employees &

customers makes the organization to adopt suitable human

resource policy so as to increase the productivity of the

employees to gain profit by serving its customers.

The purpose and objective of the study is to analyze the

different aspect of motivation for enhancing the productivity of

the organization’s employees and list out the suggestion,

recommendation based on the studies.

I have learnt a lot about the functional activity of HR with

support of HOTEL AMAR. I will always be grateful to this

organization for giving me opportunity to be part of it.

PRAGATI HEMRAJANI

TABLE OF CONTENTSTABLE OF CONTENTS

Introduction

Review of Indian Hotel Industry

Agra hotels information

About Hotel Amar

Location Hotel information Branch of hotel History of the organization Mission Vision Services offered by the organization Objective of the organization Policies of the organization

Departments in Hotel Amar

Personnel Marketing & sales Store Front office House keeping Food & beverages Finance

Research methodology

Objective of the study

Literature review

What is Motivation? Theories of Motivation Employee Motivation Productivity Organization steps to motivate employees

Research Process

Data Analysis & Interpretation

Findings

Conclusion

Suggestion

Bibliography

Appendices

Questionnaire for managers Questionnaire for employees

Ask almost any hotelier their most important asset & the response will frequently be their “PEOPLE”.RITZ-CARLTON hotels define it most specifically- “Ladies & Gentlemen serving Ladies & Gentlemen.” While Ritz Carlton caters to the luxury segment of lodging, their interpretation is appropriate for all markets: we are a service industry .Most progressive, realistic hoteliers today realize that while technology plays a growing role in the hospitality industry, the “people”, personal touch side of business inevitably determines the long term success .An old saying states that there is one chance to make first impression, a good one.

While most of us realize the high cost associated with staff turnover, too many of us don’t make the connection between how we might contribute unintentionally to that turnover by how we expose “our most important asset” to our hotel & company.

Too many hotels “throw” their hired staff into jobs with little or no orientation. It is assumed that since they worked at Brand X that they understand the industry & “how - to” do whatever their jobs title says. Too often it is assumed that the hotel down the street treats their guests the way we want to, when in fact, their techniques or values may be why our new staff member left them.

A vital managerial function in any organization is to motivate employees. This is because motivation is inextricably linked to employee satisfaction and ensures employees consistently excel at their jobs. Motivation is especially important in the hospitality

And tourism industry, where employee satisfaction andcompetence are key determinants of service quality.

Motivation …Key to Success: Motivation is the key to keeping the employees performing continuously at the highest standards.

Learning about Motivation: For a company to succeed, it is necessary for employees to be competent, for the company to be organized in efficient ways, for the firm to provide employees with necessary materials and resources to do the jobs, and for employees to have a desire to do their best. When employees have a desire to “do their best”, they are said to be motivated. More specifically, motivation is: The willingness to exert high levels of effort towards organizational goals, conditioned by the effort’s ability to satisfy some individual need.

REVIEW OF INDIAN HOTELREVIEW OF INDIAN HOTEL INDUSTRYINDUSTRY

India as a business cum conference center is rapidly gaining worldwide attention. This is due in part to the numerous joints ventures that have been initiated between Indian businessmen with joint participation from overseas, as well as to several international industrial fairs that the country has hosted. The visiting business executive can expect all the facilities he is used to in his home country. All major hotels throughout India have business centers, which provide secretarial services, translation & interpretation facilities, fax, e-mails, internet, computer, office rooms & conference rooms to seat anywhere 6 to 600. In addition, specially designed floors of major hotels are reserved for the business visitors. Facilities include covering 100 countries worldwide, and subscription to national and international financial newspaper & periodicals. On these exclusive floors are lounges where guest can relax in a congenial atmosphere, to conduct a formal business discussion in a broad room, with all attendant facilities of an office.

The range of service that deluxe hotels provide their business guest include printing personalized stationary overnight if required, personal butlers, travel assistant , airport transfers, cell phone rentals, powermeals, confirming business traveler can be discussed in privacy over a drink or a meal.

Parties or banquet can be specially created for the busy business traveler. Whether it is a very large reception or a formal cocktail in your site, you can rest assured your hotel will live up to even the most discriminating requirements.

Most international credit cards find easy acceptance in the country. Most hotels, restaurant, shops & services outlets accept credit cards, even in remote tourist or secondary business destination. The backup services are efficient & one can be sure that no matter what is being done, business hotels will be able to help us all the way.

5-STAR HOTELS

Jaypee Palace Hotel Agra Oberoi Amarvilas Hotel Agra Trident Hotel Agra Taj View Hotel Agra ITC Mughal Agra Clarks Shiraz Hotel Agra

4-STAR HOTELS

Howard Park Plaza International

Hotel Marina Agra

3-STAR HOTELS

Mansingh Palace Agra Hotel Amar Agra Atithi Hotel Agra

Amar Yatri Niwas Hotel Agra Pushp Villa Hotel Agra Hotel Taj Plaza Agra Ganga Ratan Hotel Agra

HOTEL AMAR

In the city of TAJ, Amar offers "a home away from home". This three star hotel offering 66 rooms, is located on the Fatehbad road in Agra. It offers well-furnished rooms with attached bath and various complimentary services. Ideal for both people on holidays and on business, the hotel provides many recreational facilities along with excellent Conference and banquet facilities. The hotel also has a swimming pool, a Jacuzzi and a

health club so the guests can enjoy a relaxing time after a whole day of stressful working or extensive sightseeing around Agra. Come to experience the inimitable charm of a perfectly balanced holiday.

Location of Hotel Amar in Agra

Hotel Amar in Agra is situated at the city centre from where accessibility to airport, bus stop and railway station is matter of a few minutes. From this hotel, the airport (Dom) is 7.5 km, the railway station is 4.5 km and the bus stop is 3.5 km.

Hotel information

HISTORY OF ORGANISATION

Address Vibhav Nagar, Tajganj Agra, Uttar Pradesh

Category & Group 3 Star / Hotel Amar No. of Room Total rooms-68 A/c Rooms

Access 7.5 km from Airport, 4.5 km from Railway Station, 3.5 km from Bus Stand.

Locational Advantage

None

Facilities Hotel Amar Agra offers 66 well appointed fully furnished rooms divided into the categories of Premium rooms, Executive rooms, Mughal rooms, Elite suites, Paramount suites and Amarsuites.

All the rooms at the hotel are centrally air conditioned, equipped with modern amenities and facilities like Running Hot & Cold Water, Direct Dialing with STD/ISD from Room, Room Service, Same Day Laundry/Dry Cleaning, Doctor on call, etc

Branch of hotel

Hotel Amar Yatri Niwas;Located at the prime tourist junction and just a stone’s throw away from one of the most wondrous places of history – Tajmahal, Hotel Amar Yatri is an ideal budget hotel with 41 well furnished centrally air conditioned rooms.

Singh Hotels Pvt. Ltd. forayed into hospitality business in 1980 with a mission to offer world-class services to global tourists at affordable prices. The Group currently owns Hotel Amar and Hotel Amar Yatri Niwas. Hotel Amar is 3-Star Deluxe Govt. approved property popular among the elite-class tourists.

Heart-winning=Award-winningHotel Amar is so perfectly located at the heart of tourist hub near one of the world’s seven wonders - Taj Mahal. It has effortlessly become the first choice for both leisure and business travelers from across the globe and the nation. Not surprisingly enough, Hotel Amar has received an Award from the Prime Minister of India for the best performance in Northern Region for 3 Star Category.

At Hotel Amar, you can feel the warm hospitality extended to its guests in the true 'Amar' tradition. Its elegant 66 well-furnished centrally air-conditioned rooms with modern amenities are designed for sheer comfort. Backed by their caring personalized room service they promise to make your stay at Agra, a memorable one.

“Building the world’s most preferred place to meet, relax and dream”.

“To be the most preferred & happening hotel, providing value for money. To exceed guest

expectations through professional services & create a safe and hygienic environment for

guests and employees”.

SERVICES OFFEREDSERVICES OFFEREDThe various products and services provided by Hotel AMARThe various products and services provided by Hotel AMAR Agra are as follows:Agra are as follows:

LODGING & SUITES LODGING & SUITES ::

Executive Room Mughal Room Elite Room Paramount Suite Amar suite

NOORJAHAN RESTAURANT:

Relish exotic blend of flavorful Punjabi, South Indian, Chinese and Continental cuisine. Along with stocks of Imported & Indian Liquors at restaurant – Noorjahan

SWIMMING POOL:

Hotel Amar has a tempting swimming pool with a water slide. Enjoy your swim or bask in the sun by the pool side.

HEALTH:

Health club facilities are also provided in this hotel. it is also used by both guests as well as health club membership is provided to the general public all the latest exercise are made available .Over there, the fitness center is also equipped with steam , Jacuzzi and massage.

MADIRA BAR:

The Madira Bar with its exquisite ambience and wide variety of International and national brand liquors provides the right atmosphere to relax and let your 'spirit' soar.

MEETINGS AND EVENTS:

Amar Convention Center is a great ball room having a carpet area of 4000 sq.ft. attached with a courtyard of 3500 sq.ft. and a dome of 1000 sq.ft. It features state-of-the-art lightning systems, advanced wireless mic connections, D.J. with laser ights, wi-fi compatibility and much more. It can easily accommodate 500-600 persons at a time.

Rang Mahal is a multi purpose air-conditioned hall having an area of 900 sq ft. which can easily handle a gathering of 60 to 80 persons.

Deewan-E-Khas , which is designed to create an impact for any occasion. From parties to conferences, and other special occasions in your life.

Perfect for 60 to 80 persons.

Sheesh Mahal is designed for

rocking get-togethers, parties, birthday celebrations, club kitties, marriage ceremonies, conferences, exhibitions and comes with a well-equipped business centre. It can easily cater to 60 to 80 persons.

OBJECTIVE OF THE

ORGANIZATION

CUSTOMER FOCUS: This conveys the idea that they will strive hard to provide the environment and facilities that guests choose to enjoy for business and pleasure.

TEAM WORK: Employee will cooperate to put in place the mechanic whereby try to be number one choice for the customers.

INTERNATIONALITY: The ethics and culture of Hotel transcends national boundaries, extending to all four corners of the world, and clearly focused on the worldwide industries.

FLEXIBILITY: It demonstrates flexibility i.e. whether to serve a business traveler or leisure guest, the hospitality experience should meet their expectations.

ASPIRATION: Their vision is to achieve an unprecedented level of customer satisfactions and also to realize their personal goals and development targets and lastly we can say that the objectives of this organization is to have professionalism among staff to maintain a positive attitude..

CORE OBJECTIVE FOR THE BUDGET YEAR Every organization is running for full filling some or the

other objectives

Here AMAR is ahotelwhich is running for

giving satisfaction ¿customers∧for helping people ¿know about

our city ,which provided∧staying facility . Somainobjective of

hotel is ¿ satisfy staying facility∧earning profit¿

there services .¿ financial point of viewthat every organization is

running for getting profit that ’ salso apply for AMAR

Hotel .

Profit: to target a gross operating profit that would cover last

year’s loss & contributes towards setting of the Net Operating

loss.

Pricing: pricing to be volume driven throughout the year to

achieve market penetration & generate revenues &

departmental operating profit to meet the targets (NOP).

Product: To complete the following in order of priority.

Fire & life safety (fire rated doors, fire suppressant

system)

Project completion (suites & restaurant, disabled guest

room & toilets)

Project specification (sound proofing of windows, exhaust)

People: To maintain an optimum level of staff strength through

multi skilling.

HOTEL FINANCIAL OBJECTIVE HOTEL FINANCIAL OBJECTIVE

REVENUE To meet /exceed budgeted revenues of Rs.33.95 millions.

COST Ensure operational cost and operational expenses are in line with the revenue.

PROFIT Meet/exceed budget gross operating profit target of Rs.6039 million by achieving/exceeding departmental profit capacity.

INVENTORIES Maintain operation inventories in line with to occupancy/business level and not for total capacity.

RECEIVABLES Target receivables ageing not exceeding 30 days during seasonal time

PAYABLE Maintain proper fund cash flow to meet suppliers /payment recruitment.

POLICIES OF THE ORGANISATIONPOLICIES OF THE ORGANISATION

Every organization has it's own policies and procedure for its working, the hotel has many different policies out of which some the follows:

TRAINING POLICIES: In this organization training is provided as per the requirements. It provides only on the job training. This origination works to make the trainees prefect by giving them all the knowledge and facilities they need.

They provide training to their employees for 6 months and then place them into probation period. After probation period there is possibilities either the person is confirmed, his period is extended or his services is terminated.

HUMAN RESOURCES & DEVELOPMENT POLICY: The foremost principal of H.R. is that every individual has its own worth & dignity and that should be respected. It goes for recruitment through campus interviews. Then the candidates are screened by personnel department & sent to the concerned department for H.O.D.'s views, which is then finalized by the GM. As mentioned above on the job training is also provided for increasing efficiency. There is periodic performance appraisal of the employees & the organization

also sees whether the employees are having job satisfaction or not.

PROMOTION POLICY: In this organization promotion is linked with the performance appraisal of the employees. Through this right person is promoted to the right job on the basis of

efficiency rather than on the basis on the of seniority.

MEDICAL CHECK-UP POLICY: In Hotel industry it is very important for the employees to be physically fit and hygienic especially for those who are directly related to production act. So in this hotel also there is a medical checkup for all the employees so that it is made sure that they are not having any kind of disease.

TRANSFER POLICY The organization transfer are made both by the employee's willingness as well as at the requirement of management. Here internal transfers are also made from one department to another and as it is a chain of hotel to another and for this within one-year of service a N.O.C. has to be signed by the employee.

FIRE SAFETY POLICY: Fire and safety measures are must for hotels business. In this hotel fire and safety classes are meant for all the employees and after that they have to pass a test on that . Fire exit and evaluation plan is there. There is smoke detectors and emergency system with electronic locking and safety device.

WELFARE POLICY:

For the welfare of the staff various facilities are provided to them like breakfast, meals and tea etc. Some other welfare programmes are also conducted for the employees like employee of the month is given order to motivate them and monthly gathering are arranged at which birthdays of employees are celebrated.

PERSONNEL DEPARTMENT

GENERAL MANAGER

SALES & MARKETING

F&B(SERVICES)

FRONT OFFICE

HOUSE KEEPING

HUMAN RESOURCE

FINANCE

ENGINEERING

F&B(PRODUCTION)

INTRODUCTION

Personnel department is a staff department in the organization. But within personnel department itself, the structure is of line type .Being the head of the department, personnel manager Mr. C.P. Singh has a line authority within the department .He may be provided with other staff to asset him in achieving the objective of the organization. But he is himself responsible for the act of his subordinates. Keeping in mind the size, nature & location of the enterprise & the importance attached to the personnel function in the organization

OBJECTIVE

The foremost principal of H.R is that every individual has its own worth & dignity & that should be respected. The primary objective of this department is the development of Human Resources. It tends to develop their skill so that their efficiency is increased.

Another objective is to provide them such a healthy environment, which enables him to work with enthusiasm, feel that his idea count & his job is respected.

Another objective of this department is to motivate the employee so that feel like having challenging work & their potential are increased

After a particular time period, H.R departments appraise the performance of the employee to increase the efficiency

POLICY AND PROCEDURE

Recruitment is done through advertisements and walk in interview. Firstly the personnel department before being sent to another department screens the candidates

There is periodic performance appraisal for all the employee & promotion is linked with various qualitiesof the individual.

Training & development is provided to all the employees so that their efficiency is increased.

Various facility are provided for the welfare of the employee like meals, tea etc.

PERSONNEL FUNCTIONS IN THE ORGANIZATIONPERSONNEL FUNCTIONS IN THE ORGANIZATION

MANPOWER ANALYSISMANPOWER ANALYSIS It sees in which area more manpower is needed & then fills up those posts. It looks that how efficient the manpower is & accordingly provided training & development .

ARRANGE CAMPUS INTERVIEWSARRANGE CAMPUS INTERVIEWS-- As we already know that this department takes the first step for the recruitment so they arrange campus interview and invites the candidates.

RECRUITMENT & SELECTION RECRUITMENT & SELECTION Firstly this department the candidate & get the medical report filled through their doctors then they are sent to the concerned departments. Then the H.O.D. interviews the candidates after which he is finalized by the G.M they go for recruitment through adds, walk-in interviews, competitions & reference.

SALARY & WAGESSALARY & WAGES One of the important functions is to administer the salary & wages of the entire hotel. They have all the details of the salary structure of the employee and when they pass the salary then it is give through accounts department and they have employee

contribution details also.

PROVIDING TRAININGPROVIDING TRAINING Ones the individual is selected they are given training for six months. If performance is not up to the mark then it is extended. Otherwise he is placed in to probation period of 6 months. After this 3 possibilities that -- the individual is confirmed, or probation period is extended ,or the person is terminated.

MAINTAINING GOOD INTERPERSONAL MAINTAINING GOOD INTERPERSONAL RELATIONSRELATIONS::This department also works to maintain good relation among that the employee in the organization so that they have coordinate as well as inform structure are found. Some interesting games are also there.

DISCIPLINARY ACTIONS DISCIPLINARY ACTIONS

This department also tries to maintain discipline in the organization. In case indiscipline is created then disciplinary action are taken.

HANDLING GRIEVANCES OF EMPLOYEES

This department also listens to all the grievances of employees & tries to be protective in solving their problems so that they as problems.

MARKETING & SALES DEPARTMENT MARKETING & SALES DEPARTMENT

OBJECTIVE OBJECTIVE

“To increase sales through sales & promote the hotel through advertising in newspaper etc, thus making it more renowned is the most important objective of this department,” says the Head of the department Mr. Harish Malhotra.

POLICY AND PROCEDUREPOLICY AND PROCEDURE

THE MAIN POLICIES OF THIS DEPARTMENT ARE:

The first policy is to maintain good public relation .This help to promote the hotel in an important way. They should have good relations with travel agencies and business corporate.

The policy is to give periodic advertisement of the hotel like in news paper, pamphlets and magazines.

And the last policy is to sender good services to customers because if the hotel is providing quality of services then the hotel will automatically be promoted

FUNCTIONS OF MARKETING DEPARTMENTFUNCTIONS OF MARKETING DEPARTMENT

As the objective state is the main function of this department is to increase the sales, there are two types of sales or we can say that they work through two things.

UNIT SALES

REGIONAL OFFICE SALES

For this they go for ---------

CORPORATE CALLS- The call of big business houses increase their sales as the companies go for conferences, meeting and

business tours. Some companies often have their all India meeting.

TRAVEL AGENCIESTRAVEL AGENCIES They also go to travel agencies in order to increase their sales. These travel agencies have many tours conducted and many groups and people on business tours from abroad and within the country so the hotel get booking.

ADVERTISINGADVERTISING As we all know that advertising is one of the most important tool of marketing so they primarily go for news paper, pamphlets, magazines etc in order to increase their sales

PRIORITY CLUB MEMBERSHIPPRIORITY CLUB MEMBERSHIP In order to promote this hotel the marketing department has introduced various loyalty programs like the priority club membership that can be obtained by any traveler. The members gets reservation and rooms and services on priority basis is all the branches of the hotel.

STORE DEPARTMENTSTORE DEPARTMENT

OBJECTIVES Objectives of the store can be divided in to two primary and secondary

PRIMARY OBJECTIVES

The foremost objectives of the stores are to have minimum cost .for this day to go for market survey and whoever is offering the minimum cost receive the tender.

The second objective is to max the revenue or the profits by reducing the lead time and by reducing the store out of material not issuing excess material so that is wasted .Lead time is the time between placing the order and receiving the material.

Another objective of this department is coordinating among all departments in the organization so that they work in the same direction to develop the hotel.

Another one is having a safety zone stock of

goods .which can be used in case the goods. When ordered are not received on time

SECONDARY OBJECTIVE In this the first objective is to maintain with the supplier so that there is no problem in delaying with them and the work properly goes

on. And the cost objective is to provide best quality

products to the hotel

POLICY AND PROCEDURE OF STOREPOLICY AND PROCEDURE OF STORE

The various policies are The first policy is of profit making or having maximum

profit by having optimum costs .Reducing the lead time and reducing the waste of material.

To provide best quality product in the hotel, which match the remarkable quality of the hotel.

And the last policy is to ensure continuity by creating

a safety zone, stock of goods which can be used, in case the goods which ordered are not received on time.

FF UU NCTION OF STORE NCTION OF STORE

The main function of this department is placing purchase order. This is the first function of stores that which goods are required in the hotel and what is there stock position .The good which are out of stock and which are specially demanded by the department are ordered by them to meet their requirements.

RECEIVING After placing the order, the second function of this department is receiving those goods. The stock opens a goods onward sheet and sees that the right quality and right quantity has been delivered or not. It look that the good received are satisfaction and to the expectation.

POSTING IN LEDGERS After receiving the good, their entries are made in various ledgers. These ledgers contain the question, the quantity received and quality in stock on a particular date. Different ledgers are

maintained for different good like for.

tinned food and bottle item hose keeping grocery printing and stationary cookery and cattery engineering items

ISSUINGThe fourth function of this department is issuing these goods to the different departments are per the requirements .And weekday are fixed for the entire department for issuing them, but for the kitchen daily hours are set .After issuing this is also recorded that what & how much is issued.

SALE OF SCRAPThis is last function of this department .At the end of the month, the store in charge sees that waste material are there & sell those item like packing boxes ,empty bottles.

FRONT OFFICEFRONT OFFICE -Headed by Mr. P. Anand -Headed by Mr. P. Anand

RECEPTIONWhen the guest enters the hotel, firstly the customer faces the reception. Here the customer can get various information about the rooms. The customer chooses the room & get the keys .At the reception rooms are given to the guest as per their requirements.

TELEPHONE OPERATOR The telephone operator receives all incoming and outgoing calls in the hotel. If any call is made in the hotel from outside then it is received by telephone operator and then he/she connects to the other department.

RESERVATION This takes the reservation of the guest and also takes care of the check in & check out of the guest .The guest are assigned rooms from here & also if they want to cancel their reservation or change they’re room then this done by them.

BELL DESK At bell desk they take great care of their luggage of the guest They are responsible for all the packages in the hotel .They also take care of the special request of the guest like if he

want the ticket of movie then the bellboy will bring it for them Bell desk also keeps all the local information of Agra.

HOUSE KEEPING DEPARTMENT OBJECTIVE

The three objective of this department are

The first objective is the maintenance of this hotel .It look that everything in the hotel is properly managed and is perfect.

The second objective is to ensure cleanliness. It ensure that everything is properly cleaned or no & is hygienic or not .

And the last objective is to have minimum costs by reducing the wastage of items.

POLICY AND PROCEDURE

The three policies of the house keeping department To keep the privacy of the guest .For this” DO NOT DISTURB” card system is there.If the guest puts the D.N.D card on the door then the house keeping department does not go for cleaning in that room without the guest permission.

The second policy is to have proper & prompt telephone receiving because this is the controlling center in the hotel.

The third policy is to have proper key control. For this worthy persons have to be keep because the key of all this departments are in this place.

FUNCTIONS

Main function of this department are-

PROVIDING UNIFORMThe employees are provided with uniform by this department. There are three set of uniform for all the employee & pair of shoes. When the employee comes in the morning uniform is

handed over to him 15 min before the duty starts. After the duty finishes that set is sent for laundry & the next day another set is given.

LAUNDRYThe laundry in given on contract basis .Yearly contracts are given to those who offers best quality & min cost .At the desire of the guest this department sends there for laundry to those whom contract has been given.

REPAIRINGAfter receiving the laundry the uniform & the guest’s clothes are repaired by the tailor if needed like putting buttons and making other small repairs.

INVENTORY IN EACH MONTHEach month inventory & for this three register are maintained.

Maintained register Discard register Stock register

In the first register all about maintenance is recorded in a month like any electronic all the scraps are recorded & that which has been made out of use. In the third ones the position of stock is recorded like various item are provided in the rooms like towels etc.

RECEIVING GUESTS CALLSIf the needs anything then he call at the control desk. The desk attendant properly attends all the massages and their requirements are full-filled.

MAINTENANCE OF THE ORGANIZATION

For this whole of the hotel is divided in to three parts lobby outside garden rooms cleaning

For all the office and other parts of the hotel floors men are there who clean it. There are gardeners for maintaining the outside gardens and there are rooms.

FOODS AND BEVERAGES DEPARTMENT

“F&B department is one of the important of the hotel .it controls quality of the food & beverages and provide good services to the guest”

BASIC LAYOUT OF F& B DEPARTMENTRoom servicesNoorjahan RestaurantMadira BarBanquet hall

ROOM SERVICEThe hotel have 68 rooms and suits ,with a choice of non smoking rooms, are taste fully furnished to provide the best of relaxation .In facilities include individual climate contort ,telephone with voice mail, international direct dialing, round the clock room services ,mini bar, 24hours satellite entertainment.

NOORJAHAN RESTAURANT The Noorjahan Restaurant is a multi cuisine restaurant offer a unique blend of international cuisine from around the world. Breakfast; lunch and dinner for residential and

non residential guests are served here. Service is offer for 18 hr from 6.00 in the morning to 12 in night.

MADIRA BARThe Madira Bar with its exquisite ambience and wide variety of International and national brand liquors provides the right atmosphere to relax and let your 'spirit' soar. It serves as perfect setting for an exciting evening .It should close at 11 pm (as per law). No hard alcohols to be sold on.

BANQUET

There are over all four halls:o Deewan-e-khaaso Sheesh Mahalo Rang Mahalo Amar Convention Hall

These halls can be used for conferences, birthday, wedding Party and meetings etc.

FUNCTION OF FOOD AND BEVERAGES

Arrange material for kitchen as per requirement.

Control the entire restaurant banquet department and

bar

Looks after the V.V.I.P

Check and control the rate of purchased items

Handles all the queries & pay often attention about the

serious complain.

Motivate the staff. Give training to the employees.

Responsible for staff welfare.

Arrange food festival and other festivals.

Spot cheering

Send bill to the travel agency through the travel agent.

Pay attention to the quality of product.

Set menu with the help of chef.

FINANCE DEPARTMENT

OBJECTIVE

The most important objective of the department can be started as follows

Maximization of revenues & profits. To target a gross operating profit that would cover last year’s loss & contribute towards setting off revenue leakage.

Minimization of revenue leakage.

Optimization of costs or to have minimum costs. To ensure operational costs & operating expenses in line with the revenues.

To have better local administration.

To have better control on day to day operations so that

everything is well managed.

Timely completion of important documents ,reports and financial statement.

Target receivables aging not exceeding 30 days during season time.

Maintaining proper funds /cash flow to meet suppliers/payments requirements.

Maintaining operational inventories in line with the occupancy level & not for total capacity.

POLICY & PROCEDURE Some of the main policies & procedure are-

Regular payables all bill are posted into the payable module of the back office system ,payments are processed to suppliers & all suppliers accounts are

Reconciled & make provision at month end to financials.

A BI –monthly credit review meeting is held.

General cashier collets the consolidated income report. He collects cash sales of the previous day from the front office & deposited all cash sales, foreign currencies & traveler cheque.

Regarding purchase documents is done, tenders are called for yearly contacts for daily suppliers & market survey are done.

FUNCTIONS

To prepare different computerization report.

Night audit report –Each and every sales of the hotel is included in this report according to date, month and year.

Daily flash report –it is the summary of the night report.

Daily tally sales- sales of different department are included in this report and then debit and credit are checked by tally.

Daily summer of restaurant –it includes sales of different outlet i.e. bar, coffee shop, curry center, banquet, room service.

Sale register – it is recorded of sales of whole month such as room rent ,banquet sale ,liquor sale

Exactly daily sales summary –it is date wise record of sale.

Recording the transaction in ledger.

Details of different taxes imposed.

Luxury tax- it is applicable at @% on following services.

ROOM TARIFF TELEPHONE FAX PHOTOGRAPHY INTERNET

Trade tax –it is charged @ 12.50 on food at any point of sale.

State development tax- They charge 1% STD on food. The above tax is applicable in U.P only.

Entertainment tax - The Above tax is charged on following services like music, puppet show, magic show etc. or on any event performed in the hotel at any point of sales. The above tax is charged on total bill @ 6%.

Service tax- service tax is charged on following services banquet function.

Health ClubSwimming poolTravel deskBeauty parlor

Collection of cash /cheques/credit card form each and every outlet by general cashier.

Actual collection received is tally with collection summary.

Collection received is deposited in bank on the next day.

OBJECTIVE OF THE STUDY

The main objective of this study is to have knowledge about the H.R. in well established organization. Hotel Marina being a reputed hotel in the industry was chosen up for this purpose and the study was conducted with a view:-

To have an idea about the motivation process in the organization.

To have an overall view of the organization terms of history, growth services and organizational structure.

To have knowledge about the role of human resource in hotel.

To analyze the productivity of employees in the hotel.

To know the importance of the motivation and productivity in the hotel.

What is motivation?

According to WEBSTER’S NEW WORLD DICTIONARY (1998), motivation is some kind of drive or impulse that causes one to act in a certain way.

BENNETT (1997) also suggests that motivation is a force that influence on employee to work so as to achieve certain aims and benefits.

BENNETT (1997:102) comments:“An employee’s motivation to work consists of all the drives, force and influences –conscious or unconscious – that causes the employee to want to achieve certain aims and benefits.”

On the other hand COWLING &MAILER (1998) says, motivation is a psychological concept related to strength and direction of human behavior. Motivation is explained as a force within individuals, which lead them to achieve certain goals in order to fulfill their needs or expectations.

In support of this, Mitchell (1982) defines motivation as “the degree to which an individual wants to choose to engage in certain specified behavior.”

Another review given by Cowling &Mailer (1998) demonstrates that motivation ,in the work place ,is concerned with the manner in which individuals choose to exert effort in pursuit of their goals ,and correspondingly ,with the manner in which employers attempt to create work environments which stimulates such effort .

Since increase in productivity is the ultimate goal of every industrial organization, motivation of employees at all levels is the most critical function of management.

According to Stephen P. Robbins: motivation is defined as the, willingness to exert high levels of effects towards organizational goals, conditioned by the efforts ability to satisfy some individual needs.

An organization has goals, which can only be achieved by the efforts of the people who work in the organization. Individuals have their own goal in life, and these are likely to be different from those of the organization. A major consideration for supervisors and management is the problem of getting the employees to work in such a way that the organization achieves its goal, in other words, employees must be motivated.

In simple terms, motivation is a kind of force or device that influence on individual to work and to exert effort so as to achieve certain goals or incentives in order to fulfill their needs and expectation. And, from employer’s side it is an attempt to create and maintain such kind of forces of influence their employees in order to exert effort.

Motivation plays a major role in achieving high performance in the workplace, which is an important goal of management .However, just because an employee is motivated does not guarantee that they will perform satisfactorily. Therefore, changing the performance of worker is rather more complicated than just “motivating” them.

Managers are challenged to understand employee need and to design work & workplace so that employees will engage in behaviors that meet their needs, while at the same time achieving organizational goals.

To motivate others is the most important of management tasks. It comprises the abilities to communicate, to set an example, to challenge, to encourage, to obtain feedback, to involve, to delegate, to develop and train, to inform, to brief and to provide a reward.

In the initiation a person starts feeling lonely. There is an arousal of need so urgent, that the bearer has to venture in search to satisfy it. This leads to creation of tension, which urges the person to forget everything else and cater to the aroused need first. This tension also creates drives and attitudes regarding the type of satisfaction that is desired. This leads a person to venture into the search of information. This ultimately leads to evaluation of alternatives where the best alternative is chosen. After choosing the alternative, an action is taken. Because of the performance of the activity satisfaction is achieved which than relieves the tension in the individual.

1) Contribution of Robert Owen

Though Owen is considered to be paternalistic in his view, his contribution is of a considerable significance in the theories of Motivation. During the early years of the nineteenth century, Owen’s textile mill at New Lanark in Scotland was the scene of some novel ways of treating people. His view was that people were similar to machines. A machine that is looked after properly, cared for and maintained well, performs efficiently, reliably and lastingly, similarly people are likely to be more efficient if they are taken care of. Robert Owen practiced what he preached and introduced such things as employee housing and company shop. His ideas on this and other matters were considered to be too revolutionary for that time.

2) Jeremy Bentham’s “The Carrot and the Stick Approach”

Possibly the essence of the traditional view of people at work can be best appreciated by a brief look at the work of this English philosopher, whose ideas were also developed in the early years of the Industrial Revolution, around 1800. Bentham’s view was that all people are self-interested and are motivated by the desire to avoid pain and find

pleasure. Any worker will work only if the reward is big enough, or the punishment sufficiently unpleasant. This view - the ‘carrot and stick’ approach - was built into the philosophies of the age and is still to be found, especially in the older, more traditional sectors of industry.

The various leading theories of motivation and motivators seldom make reference to the carrot and the stick. This metaphor relates, of course, to the use of rewards and penalties in order to induce desired behavior. It comes from the old story that to make a donkey move, one must put a carrot in front of him or dab him with a stick from behind. Despite all the research on the theories of motivation, reward and punishment are still considered strong motivators. For centuries, however, they were too often thought of as the only forces that could motivate people.

At the same time, in all theories of motivation, the inducements of some kind of ‘carrot’ are recognized. Often this is money in the form of pay or bonuses. Even though money is not the only motivating force, it has been and will continue to be an important one. The trouble with the money ‘carrot’ approach is that too often everyone gets a carrot, regardless of performance through such practices as salary increase and promotion by

Seniority, automatic ‘merit’ increases, and executive bonuses not based on individual manager performance. It is as simple as this: If a person put a donkey in a pen full of carrots and then stood outside with a carrot, would the donkey be encouraged to come out of the pen ?

The ‘stick’, in the form of fear–fear of loss of job, loss of income, reduction of bonus, demotion, or some other penalty–has been and continues to be a strong motivator. Yet it is admittedly not the best kind. It often gives rise to defensive or retaliatory behavior, such as union organization, poor-quality work, and executive indifference, failure of a manager to take any risks in decision making or even dishonesty. But fear of penalty cannot be overlooked. Whether

managers are first-level supervisors or chief executives, the power of their position to give or with hold rewards or impose penalties of various kinds gives them an ability to control, to a very great extent, the economic and social well-being of their subordinates.

3) Abraham Maslow’s “Need Hierarchy Theory”

One of the most widely mentioned theories of motivation is the hierarchy of needs theory put forth by psychologist Abraham Maslow. Maslow saw human needs in the form of a hierarchy, ascending from the lowest to the highest, and he concluded that when one set of needs is satisfied, this kind of need ceases to be a motivator.

As per his theory this needs are :

(i) Physiological needs :

These are important needs for sustaining the human life. Food, water, warmth, shelter, sleep, medicine and education are the basic physiological needs which fall in the primary list of need satisfaction. Maslow was of an opinion that until these needs were satisfied to a degree to maintain life, no other motivating factors can work.

(ii) Security or Safety needs :

These are the needs to be free of physical danger and of the fear of losing a job, property, food or shelter. It also includes protection against any emotional harm.

(iii) Social needs :

Since people are social beings, they need to belong and be accepted by others. People try to satisfy their need for affection, acceptance and friendship.

(iv) Esteem needs :

According to Maslow, once people begin to satisfy their need to belong, they tend to want to be held in esteem both by themselves and by others. This kind of need produces such satisfaction as power, prestige status and self-confidence. It includes both internal esteem factors like self-respect, autonomy and achievements and external esteem factors

such as states, recognition and attention.

(v) Need for self-actualization :

Maslow regards this as the highest need in his hierarchy. It is the drive to become what one is capable of becoming; it includes growth, achieving one’s potential and self-fulfillment. It is to maximize one’s potential and to accomplish something.

As each of these needs are substantially satisfied, the next need becomes dominant. From the standpoint of motivation, the theory would say that although no need is ever fully gratified, a substantially satisfied need no longer motivates. So if you want to motivate someone, you need to understand what level of the hierarchy that person is on and focus on satisfying those needs or needs above that level.

Maslow’s need theory has received wide recognition, particularly among practicing managers. This can be attributed to the theory’s intuitive logic and ease of understanding. However, research does not validate these theory. Maslow provided no empirical evidence and other several studies that sought to validate the theory found no support for it.

4) “Theory X and Theory Y” of Douglas McGregor :

McGregor, in his book “The Human side of Enterprise” states that people inside the organization can be managed in two ways. The first is basically negative, which falls under the category X and the other is

basically positive, which falls under the category Y. After viewing the way in which the manager dealt with employees, McGregor concluded that a manager’s view of the nature of human beings is based on a certain grouping of assumptions and that he or she tends to mold his or her behavior towards subordinates according to these assumptions.

Under the assumptions of theory X :

Employees inherently do not like work and whenever possible, will attempt to avoid it. Because employees dislike work, they have to be forced, coerced or threatened with punishment to achieve goals. Employees avoid responsibilities and do not work fill formal directions are issued. Most workers place a greater importance on security over all other factors and display little ambition.

In contrast under the assumptions of theory Y :

Physical and mental effort at work is as natural as rest or play. People do exercise self-control and self-direction and if they are committed to those goals. Average human beings are willing to take responsibility and exercise imagination, ingenuity and creativity in solving the problems of the organization. That the way the things are organized, the average human being’s brainpower is only partly used.

However, this theory has been criticized widely for generalization of work and human behavior.

5) Contribution of Rensis Likert

Likert developed a refined classification, breaking down organizations into four management systems.

1st System – Primitive authoritarian2nd System – Benevolent authoritarian3rd System – Consultative 4th System – Participative

As per the opinion of Likert, the 4th system is the best, not only for profit organizations, but also for non-profit firms.

6) Frederick Herzberg’s motivation-hygiene theory

Frederick has tried to modify Maslow’s need Hierarchy theory. His theory is also known as two-factor theory or Hygiene theory. He stated that there are certain satisfiers and dissatisfies for employees at work. Intrinsic factors are related to job satisfaction, while extrinsic factors are associated with dissatisfaction. He devised his theory on the question: “What do people want from their jobs?” He asked people to

describe in detail, such situations when they felt exceptionally good or exceptionally bad. From the responses that he received, he concluded that opposite of satisfaction is not dissatisfaction. Removing dissatisfying characteristics from a job does not necessarily make the job satisfying. He states that presence of certain factors in the organization is natural and the presence of the same does not lead to motivation. However, their non-presence leads to demotivation. In similar manner there are certain factors, the absence of which causes no dissatisfaction, but their presence has motivational impact.

7) Contributions of Elton Mayo

The work of Elton Mayo is famously known as “Hawthorne Experiments.” He conducted behavioral experiments at the Hawthorne Works of the American Western Electric Company in Chicago. He made some illumination experiments, introduced breaks in between the work performance and also introduced refreshments during the pause’s. On the basis of this he drew the conclusions that motivation was a very complex subject. It was not only about pay, work condition and morale but also included psychological and social factors. Although this

research has been criticized from many angles, the central conclusions drawn were :

People are motivated by more than pay and conditions.

The need for recognition and a sense of belonging are very important.

Attitudes towards work are strongly influenced by the group.

8) Vroom’s Valence x Expectancy theory

The most widely accepted explanations of motivation have been propounded by Victor Vroom. His theory is commonly known as expectancy theory. The theory argues that the strength of a tendency to act in a specific way depends on the strength of an expectation that the act will be followed by a given outcome and on the attractiveness of that outcome to the individual to make this simple, expectancy theory says that an employee can be motivated to perform better when their is a belief that the better performance will lead to good performance appraisal and that this shall result into realization of personal goal in form of some reward. Therefore an employee is :

Motivation = Valence x Expectancy.

The theory focuses on three things :

Efforts and performance relationship Performance and reward relationship Rewards and personal goal relationship

This leads us to a conclusion that :

9) The Porter and Lawler Model

Lyman W. Porter and Edward E. Lawler developed a more complete

version of motivation depending upon expectancy theory.

Actual performance in a job is primarily determined by the effort spent. But it is also affected by the person’s ability to do the job and also by individual’s perception of what the required task is. So performance is the responsible factor that leads to intrinsic as well as extrinsic rewards. These rewards, along with the equity of individual leads to satisfaction. Hence, satisfaction of the individual depends upon the fairness of the reward.

10) Clayton Alderfer’s ERG Theory

Alderfer has tried to rebuild the hierarchy of needs of Maslow into another model named ERG i.e. Existence – Relatedness – Growth. According to him there are 3 groups of core needs as mentioned above. The existence group is concerned mainly with providing basic material existence. The second group is the individuals need to maintain interpersonal relationship with other members in the group. The final group is the intrinsic desire to grow and develop personally. The major conclusions of this theory are :

1. In an individual, more than one need may be operative at the same time. 2. If a higher need goes unsatisfied than the desire to satisfy a lower need intensifies. 3. It also contains the frustration-regression dimension.

11) McClelland’s Theory of Needs

David McClelland has developed a theory on three types of motivating needs :

1. Need for Power 2. Need for Affiliation 3. Need for Achievement

Basically people for high need for power are inclined towards influence and control. They like to be at the center and are good orators. They are demanding in nature, forceful in manners and ambitious in life. They can be motivated to perform if they are given key positions or power positions.

In the second category are the people who are social in nature. They try to affiliate themselves with individuals and groups. They are driven by love and faith. They like to build a friendly environment around themselves. Social recognition and affiliation with others provides them motivation.

People in the third area are driven by the challenge of success and the fear of failure. Their need for achievement is moderate and they set for themselves moderately difficult tasks. They are analytical in nature and take calculated risks. Such people are motivated to perform when they see atleast some chances of success.

McClelland observed that with the advancement in hierarchy the need for power and achievement increased rather than Affiliation. He also observed that people who were at the top, later ceased to be motivated by this drives.

12 ) Equity Theory

As per the equity theory of J. Stacey Adams, people are motivated by their beliefs about the reward structure as being fair or unfair, relative to the inputs. People have a tendency to use subjective judgment to balance the outcomes and inputs in the relationship for comparisons between different individuals. Accordingly :

If people feel that they are not equally rewarded they either reduce the quantity or quality of work or migrate to some other organization. However, if people perceive that they are rewarded higher, they may be motivated to work harder.

13) Reinforcement Theory

B.F. Skinner, who propounded the reinforcement theory, holds that by designing the environment properly, individuals can be motivated. Instead of considering internal factors like impressions, feelings, attitudes and other cognitive behavior, individuals are directed by what happens in the environment external to them. Skinner states that work environment should be made suitable to the individuals and that punishments actually leads to frustration and de-motivation. Hence, the only way to motivate is to keep on making positive changes in the external environment of the organization.

14) Goal Setting Theory of Edwin Locke

Instead of giving vague tasks to people, specific and pronounced objectives, help in achieving them faster. As the clearity is high, a goal orientation also avoids any misunderstandings in the work of the employees. The goal setting theory states that when the goals to be achieved are set at a higher standard than in that case employees are motivated to perform better and put in maximum effort. It revolves around the concept of “Self-efficacy” i.e. individual’s belief that he or she is capable of performing a hard task.

15) Cognitive Evaluation Theory

As per this theory a shift from external rewards to internal rewards results into motivation. It believes that even after the stoppage of external stimulus, internal stimulus survives. It relates to the pay structure in the organization. Instead of treating external factors like pay, incentives, promotion etc and internal factors like interests, drives, responsibility etc, separately, they should be treated as contemporary to each other. The cognition is to be such that even when external motivators are not there the internal motivation continues. However, practically extrinsic rewards are given much more weightage.

EMPLOYEE MOTIVATIONWorkers in any organization need something to keep them working. Most times the salary of the employee is enough to keep he or she working for an organization. However, sometimes just working for salary is not enough for employees to stay at an organization. An employee must be motivated to work for a company or organization. If no motivation is present in an employee, then that employee’s quality of work or all work in general will deteriorate.

Keeping an employee working at full potential is the ultimate goal of employee motivation. Just as there are unlimited amounts of motivators, there are unlimited amounts of methods to help keep employees motivated. Some traditional ways or motivating workers are placing them in completion with each other. Friendly competition is a great way to generate motivation among employees. This gives a chance for employees to flex their working skills in a competition against their peers. This not only will motivate employees with a result of greater production. But the competition with recorded results will give the employer and idea of who is being most productive.

PRODUCTIVITYIt is a measurement of the relationship between the quantity of output of a productive system and the quality of inputs entered into the system in order to yield this output.

Indeed, there is a very good case for arguing, as Riley (1996: 70) does, that the study of productivity in the hospitality industry is de facto the study of labor productivity. This is

because whilst the hospitality industry is capita intensive, it is also labor intensive relative to many other industries, and labor inputs are extremely variable and unpredictable in nature. If we accept this view of Rley’s we must also accept its corollary, namely that the origin of demand for labor in hospitality organization is sales, or forecast sales, and the management of productivity in hospitality services is the management of (a) job design to ensure efficient working practices the best utilizes technology and human resources; and (b) the relationship between the forecast demand for labor and the actual supply of human resources. In respect of (b) Riley asserts, productivity is therefore about efficiently matching labor demand and supply.

CHARACTERISTICS OF HIGH ACHIEVERS

For high achievers money may seem to be important, but it is valued more as symbolizing successful goal achievement. Money may serve as a means of giving feedback on performance. People with high achievement motivation seem unlikely to remain long with an organization that does not play with them well for good performance. For people with low achievement motivation, money may serve more as a direct financial incentive for performance.

Although it is difficult to apply objective measures, McClelland had identified four common characteristics of people with high achievement needs: the preference for personal responsibility, the setting of moderate goals, the desire for specific feedback and innovativeness.

Personal satisfaction is derived from the accomplishment of the task itself and recognition need not come from other people. They prefer situation in which they can assume personal responsibility for solving problems. They like to attain success through their own efforts, rather than by teamwork or by change factors outside their control.

They tend to set moderate achievements goals with an intermediate level of difficulty, and to take calculated risks. If a task is too difficult or too risky it would reduce the chances of success and of gaining need satisfaction. If the course of action is to easy or too simple, there is little

challenge in accomplishing the task and little satisfaction from successful performance.

They want clear and unambiguous feedback on how well they are performing. Knowledge of results within a reasonable time is necessary for self evaluation. Feedback enables them to determine success or failure in the accomplishment of their goals, and satisfaction from their activities.

They are more innovative and tend always to be moving on to something a little more challenging. There is a constant search for variety and for information to find new ways of doing things.

ORGANISATION STEPS TOWARDS

MOTIVATING THE EMPLOYEES

STEPS TO BE TAKEN BY THE ORGANIZATION TO MOTIVATE

EMPLOYEES

The following specific steps can help to go a long way toward supporting the employees to motivate them in the organization.

1. Do more than read this article -- apply what you're reading hereThis maxim is true when reading any management publication.

2. Briefly write down the motivational factors that sustain you and what you can do to sustain themThis little bit of "motivation planning" can give the strong perspective on how to think about supporting the motivations of your employees.

3. Make of list of three to five things that motivate each of your employeesRead the checklist of possible motivators. Fill out the list yourself for each of the employees and then have each of the employees fill out the list for them. Compare your answers to theirs. Recognize the differences between your impressions of what you think are important to them and what they think is important to them. Then meet with each of your employees to discuss what they think are the most important motivational factors to them. Lastly, take some time alone to write down how you will modify your approaches with each employee to ensure their motivational factors are being met. (NOTE: This may seem like a "soft, touchy-feely exercise" to you. If it does, then talk to a peer or your boss about it. Much of what's important in management is based very much on "soft, touchy-feely exercises". Learn to become more comfortable with them. The place to start is to recognize their importance.)

4. Work with each employee to ensure their motivational factors are taken into consideration in the reward systemsFor example, their jobs might be redesigned to be more fulfilling. You might find more means to provide recognition, if that is important to them. You might develop a personnel policy that rewards employees with more family time, etc.

5. Have one-on-one meetings with each employee Employees are motivated more by your care and concern for them than by your attention to them. Get to know your employees, their families, their favorite foods, names of their children, etc. This can sound manipulative -- and it will be if not

done sincerely. However, even if you sincerely want to get to know each of your employees, it may not happen unless you intentionally set aside time to be with each of them.

6. Cultivate strong skills in delegationDelegation includes, conveying responsibility and authority to your employees so they can carry out certain tasks. However, you leave it up to your employees to decide how they will carry out the tasks. Skills in delegation can free up a great deal of time for managers and supervisors. It also allows employees to take a stronger role in their jobs, which usually means more fulfillment and motivation in their jobs, as well.

7. Reward it when you see itA critical lesson for new managers and supervisors is to learn to focus on employee behaviors, not on employee personalities. Performance in the workplace should be based on behaviors toward goals, not on popularity of employees. You can get in a great deal of trouble (legally, morally and interpersonally) for focusing only on how you feel about your employees rather than on what you're seeing with your eyeballs.

8. Reward it soon after you see itThis helps to reinforce the notion that you highly prefer the behaviors that you're currently seeing from your employees. Often, the shorter the time between an employee's action and your reward for the action, the clearer it is to the employee that you highly prefer that action.

9. Implement at least the basic principles of performance managementGood performance management includes identifying goals, measures to indicate if the goals are being met or not, ongoing attention and feedback about measures toward the goals, and corrective actions to redirect activities back toward achieving the goals when necessary. Performance management can focus on organizations, groups, processes in the organization and employees.

10. Establish goals that are SMARTERSMARTER goals are: specific, measurable, acceptable, realistic, timely, extending of capabilities, and rewarding to those involved.

11. Clearly convey how employee results contribute to organizational resultsEmployees often feel strong fulfillment from realizing that they're actually making a difference. This realization often requires clear communication about organizational goals, employee progress toward those goals and celebration when the goals are met.

12. Celebrate achievementsThis critical step is often forgotten. New managers and supervisors are often focused on a getting "a lot done". This usually means identifying and solving problems. Experienced managers come to understand that acknowledging and celebrating a solution to a problem can be every bit as important as the solution itself. Without ongoing acknowledgement of success, employees become frustrated, skeptical and even cynical about efforts in the organization.

13. Let employees hear from their customers (internal or external)Let employees hear customers proclaim the benefits of the efforts of the employee . For example, if the employee is working to keep internal computer systems running for other employees (internal customers) in the organization, then have other employees express their gratitude to the employee. If an employee is providing a product or service to external customers, then bring in a customer to express their appreciation to the employee.

14. Admit to yourself (and to an appropriate someone else) if you don't like an employee -- Managers and supervisors are people. It's not unusual to just not like someone who works for you. That someone could, for example, look like an uncle you don't like. In this case, admit to yourself that you don't like the employee. Then talk to someone else who is appropriate to hear about your distaste for the employee, for example, a peer, your boss, your spouse, etc. Indicate to the appropriate person that you want to explore what it is that you don't like about the employee and would like to come to a clearer perception of how you can accomplish a positive working relationship with the employee. It often helps a great deal just to talk out loud about how you feel and get someone else's opinion about the situation. As noted above, if you continue to focus on what you see about employee

performance, you'll go a long way toward ensuring that your treatment of employees remains fair and equitable.

RESEARCH PROCESS

In the chapter, the author collected information about the staff motivation and its impact on productivity of staff. The author used both primary and secondary research methods to collect data and information.

This section includes the research method, their rationale, validity, reliability, sample size, alternatives and limitation faced during primary research.

To know about the various needs of staff and what they want from their job.

To discuss what steps do managers to take to motivate their staff and fulfill their needs.

To discuss about motivation level of staff and their expectations.

To discuss staff relationship and to measure the impact of staff motivation on productivity.

SECONDARY RESEARCH

The secondary research was done in order to collect the relevant literature presented on the topic. It also helped in collecting the information and data, which helped in analysis. The secondary research can be done directly in comparison to primary research.

The data piled from books, newspaper and internet. There were lots of books and other published material related to topic and all the information collected helped to accumulate hypothesis. Most of the literature is from books. The books selected by the author were related to Human Resources, Staff Motivation, and Employee Productivity. There were lots of books on the topic that helped the author to carry the study.

LIMIATION TO SECONDARY RESEARCH

The researcher faced some problem, as there was a vast literature on staff motivation and consumer behavior but very

limited literature was provided for the relationship between two topics mentioned above.

PRIMARY RESEARCH

The researcher carried out different tools to collect primary data including questionnaire, interviews etc. the main objects were to collect information about staff needs and different methods used by an organization to motivate their staff. Well, these methods have some limitations, as they were time consuming. The researcher was finally able to collect the appropriate information.

LIMITATION TO PRIMARY RESEARCH

The researcher faced some constraints while carrying out primary research:

Time restriction, as the sample size was very large, so it was difficult to fill up the questionnaire.

Some people send the questionnaire back without filling it.

Carrying out personal interviews is not easy, as so many people don’t want to spend their time in filling the questionnaire.

SAMPLE SELECTION

For primary research, the researcher opted for hotel located in Central Agra. The hotel chosen by the author is: HOTEL AMAR

The survey contains two for the staff and one for the managers. Due to time constraint, it was decided to question 50 people from staff of hotel. In that sample 13 are for managers and rest for employees over there. The reason for using workers is to know that what effort they are taking to satisfy their customer and also help to know that what are their expectations from the employer. Managers and supervisor, to know what are they taking so as to motivate their staff and to know what a customer is expecting from the company besides the product.

QUESTIONNNAIRE

The questionnaire was designed to collect the information about the staff needs expectation. What are the needs that motivate them towards their job? The staff was also asked about their views on company’s policies for staff. The staff was also asked about the affect of motivation on employee’s satisfaction and productivity. And the other questionnaire was designed to collect the information from the manager’s perspective that what steps are taken by them so as to motivate their staff & also that if their staff is satisfied with the job or not.The questionnaire also include the question related to the managers and staff relationship like do they appropriate their employees and consult with them while formulating new staff related policies. And finally they were asked that staff motivation could help to perform better and advantages.

The reason for using questionnaire is:

Easy to use Help to have face –to –face contact and can help to have

proper observation.

VALIDITY AND RELIABILITY: The validity of the information collected by secondary research differs from one research objective to another. For data related to staff motivation ranges from 10-20 years as most of the books referred are written by famous authors, and their theories are followed from year to year. Recent published books are also referred as these books provide information about the advancements in motivation. While productivity of employee came in trend in last few years so most of the books are new and most of the theories related are also new. Therefore, validity changes from one research objective to another in secondary research.

The answer given by the respondents were not exactly true and it is dubious about the reliability of the answers. The sample size was quite big and it helps the researcher to conclude the results.

ANALYSIS FOR MANAGERS

SAMPLE SIZE

Total number of Managers contacted: 13

Total number of Employees contacted: 37

Managers 26%

Employees74%

How many years have you been associated with the organization?

1-4 years 5-10 years 10 years & Above

11 2 0

0

2

4

6

8

10

12

1-4 years5-10 years10 years & above

Interpretation: In hotel AMAR most of the employees are working from 1-4 years.

Are you satisfied with your present job profile?

YES NO 13 0

0

2

4

6

8

10

12

14

YESNO

Interpretation: All the managers are satisfied with their present job profile in the hotel.

Do you believe that if you are able to manage people better, your performance at work will improve?

YES NO

11 2

0

2

4

6

8

10

12

YESNO

Interpretation: Most of the managers feel that their performance at work will improve if they are able to manage people at work.

Your performance fluctuates under different bosses. If a boss manages you and your colleagues well, you have much more motivated workers and the quality and quantity of your work improves.

YES NO 12 1

0

2

4

6

8

10

12

YESNO

Interpretation: Managers performance fluctuates under different bosses. It can be easily said on the basis of the data that good supervision is also one of the important factors to motivate worker.

Motivation comes from within an individual. No amount of HR practices can influence motivation levels of employees.

YES NO

4 9

0

1

2

3

4

5

6

7

8

9

YESNO

Interpretation: The HR practices plays an important role in influencing motivational levels of employees in Marina is accepted by most of the managers.

Please rank the motivation factors as to how much they motivate you to perform well (on a scale of 1-6) for the following: 6 Highly Motivating 1 least Motivating

Job Security ; 3

Empow-ernment; 2

Career Prospects; 4

Salary & Wages; 6

Environment; 1

Job Apprecia-tion; 5

Interpretation: Job appreciation and salary & wages has been given more importance than other factors that motivate the managers of hotel .The career prospect is also one of the factor that motivates to perform well.

Would you like your organization to introduce some new procedures so as to make staff more motivated towards job?

YES NO

12 1

0

2

4

6

8

10

12

YESNO

Interpretation: The managers are of view that they do not require new procedures to be introduced for motivating the staff towards the job.

Do you think that motivation leads to productivity?

YES NO 13 0

0

2

4

6

8

10

12

14

YES NO

Interpretation: “Motivation leads to productivity”, this fact has been successfully viewed in the Hotel AMAR.

ANALYSIS FOR EMPLOYEES

SAMPLE SIZE

Total number of employees contacted: 37

Total number of departments covered: 8

E.D.P3% HRD

3%F&B SERVICE

16%

F&B PRODUCTION16%

FRONT OFFICE16%

HOUSE KEEP-ING16%

ENGINEERING16%

FINANCE14%

Your age [please mark whichever is applicable]

Age group Total20-30 1831-40 1741-50 251-58 0

20-3030%

31-4063%

41-507%

How many years have you been associated with the organization?

Years 1-4 years 5-10 years 10 years & above

No. of employees

18 17 2

0

2

4

6

8

10

12

14

16

18

1-4years5-10 years10 years&above

Interpretation: Number of employees falls more in the first two categories. This shows that hotel marina has good relation with employees.

Are you satisfied with your present job profile?

YES NO

26 11

0

5

10

15

20

25

30

YES NO

Interpretation: Most of the employees have answered in a positive manner. This shows that employees in hotel amar are satisfied with their present job profile.

List of welfare activities carried out by your hotel?

EMPLOYEE OF THE MONTH

WASHING FACILITY

SITTING FACILITY

LUNCH ROOM

CANTEEN FACILITY OF LOCKERS

0

2

4

6

8

10

12

14

16

Interpretation: as per this table it could be said that hotel Amar provides a good facilities to its employees, like washing facilities, employee of the month, lunch facility.There is no discrimination between employees & managers lunch place.

List of schemes at your hotel aimed at motivating employees?

CONDUCTING G

AMES

STAF

F DAY

EMP.

OF TH

E MONTH

SWEE

T DIS

TRIB

UTION A

T OCCA

SION

GAMES

FOR

EMP.

INCEN

TIVE

SCHEM

E02468

101214

Interpretation: The hotel carries out a number of schemes to motivate its employees like staff day is celebrated each year.Employee of the month is selected each month to motivate them. Games are conducted for employees like cricket is organized for the employees. The hotel also adopts a good incentive schemes for the employees.

Does your company appreciate your work?

YES NO

31 6

0

5

10

15

20

25

30

35

NOColumn1

Interpretation: According to the data collected it can be said that employees work is appreciated in the hotel as most of the employees said yes.

Does the company provide you incentives?

YES NO 29 8

0

5

10

15

20

25

30

YESNO

Interpretation: The hotel provides a good incentive scheme to the employees.

Please rank the motivation factors as to how they motivate you to perform well (on a scale of 1to 5) for the following: 5 means Highly Motivating 1 means least Motivating.

Job security

Salary & Wages

Em-power-

ment

Environment

Career Prospe

cts

Job security 4Salary & Wages 5Empowerment 1Environment 3Career Prospects 2

Interpretation: Employees motivation level is high in hotel Amar as it focuses on monetary as well as non monetary benefits of employees.

Would you like your organization to introduce some new procedures so as to make staff more motivated towards job?

YES NO 20 17

15.5

16

16.5

17

17.5

18

18.5

19

19.5

20

YESNO

Interpretation: According to the survey it can be said that employees are satisfied with the present procedures of motivating employees towards job and they would really appreciate new procedures as well.

Do you think that motivation leads to productivity?

YES NO 36 1

0

5

10

15

20

25

30

35

40

YESNO

Interpretation: Almost all the employees believe that motivation leads to productivity.

FINDINGS Most of the employees have answered in positive way.

Basically survey is conducted among 50 employees of the hotel. There are 13 managers and rests of 37 are staff.

There is average time in minutes, which shows optimum time limit is given to each individual according to the requirement.

According to the survey report we can see that most of the managers are satisfied with their jobs because they are much motivated by their personnel department. They are fully satisfied employees of that organization.

Basically a manager wants career prospects in the working organization. Then the most highly motivating factor is the career prospective and very least motivating factor is the salary package in that organization.

In hotel Amar most of the employees belong to the 20-30 years old stage.

In hotel Amar most of the employees are working from 1-4 years.

In hotel Amar there are many welfare activities adopted to increase the motivational factor among the employees. Such as: Employee of the month: In this activity a certificate is

issued to the best employees of the month with 500 rupees also. Washing facilities: under this activity there are some

bathrooms well maintained, are provided to the employees.

Facility of storing and drying clothes: Locker facility is also available in the hotel for employees:

100 lockers ………… for gents (staff)

6 lockers …………... for ladies (staff)

18 lockers ………….. for managers

Sitting facilities: For the purpose of sitting there are many fans, chair, benches, lights, ventilation etc.

Proper canteen facility: There is very big and beautiful canteen for employees.

Lunch room: There is no discrimination between the workers and managers lunch taking place.

In hotel there are various motivational schemes for employees such as:

Conducting game among employees: Each year hotel Amar organizes a cricket game among employees.

Staff day: A special type of celebration is place for celebrating the day of establishment in the hotel.

Employee of the year: This is another types of motivational scheme, a certificate is issued to the employees of that year with cash award is also there.

Games for children: There is another room for children’s games.

On special occasion there is a distribution of sweets among employees from the side of employer personally.

Incentive schemes: Every year a bonus is provided to each employee of the organization but a service charge is placed about Rs 50 from each employee and end of the month this charge is wholly given to each employee in the form of bonus for Rs 1000. The minimum limit of bonus is 8.33% and the maximum limit that has already given to each employee in this year at the rate of 20%.

Organization is mainly focusing on the non-monetary benefits.

According to the report of Human Resource department, employee satisfaction completely resides inside each employee, in short term of my training I also founded this truth part of the organization.

CONCLUSION

The stated objective has been fulfilled during the research work, which is the evaluation of monetary & non-monetary satisfaction, loyalty & overall satisfaction with working climate & condition, both physical and emotional. There is motivation level for self & colleagues which is extended of engagement & involvement with the company.

Now the hotel industry has realized the necessity of motivation of employees as an integral function in hotel. Now they have realized that professional orientation is very much required for its viability. Profitability & sustainability with the advent of hotels are becoming professional oriented.

At present the human resources sector is growing all over the world, in U.S, it is already the largest private sector, & world wide it is stated too. A World Bank report points out at the emergence of large scale investor owned hotels as a dramatic development in India. The hotels will play a positive role in Tourism sector by providing good services to foreigners and visitors.

Hence motivational factor to employees as well as to managers is more productive for managers as well as for employee’s task & activities, less stressful & more rewarding. On the contrary benefit of motivational factor in organization is that, it enhances the productivity of the organization. Analyzing the requirement of motivational factor is very important for identifying the different needs of the employees.

SUGGESTION

Parameter like cost efficiency or cost control should be used to determine the efficiency of the department as a whole.

Targets to be achieved on a specified date should be done away with the productivity of the employees; he cannot be justified if he completes his work one after the target date set.

Motivational techniques should be separate for each department characteristics unique to that particular department e.g. the motivational techniques aim at testing the primary & secondary needs of the workers in the account department, which is not a necessary attribute to perform effectively as it is for the HRD or marketing department also.

There should be separate motivational techniques for the different levels or the weight age of the different parameters should differ in each level.

BIBLIOGRAPHY

Principles and Practice of Management: L. M. Prasad. John Roberts 1995, Human Resource Practice in

Hospitality Industry; Hodderand Stoughton. Boella M. J. (1996) Human Resource Management in the

Hospitality Industry Sixth Edition Great: Stanley Thomas Publishers Ltd.

Human Resources Management: K. Aswathaapa.

PUBLICATIONS:

Food Service Management, They pay Bonus…… Does it work? September 1995 p 15.

Hospitality, HR people – who needs them? October/November 1996.

WEBSITES: www.hrmmanagement.com www.hotelindustry.com www.google.com www.hotelamar.com

QUESTIONNAIRE FOR EMPLOYEES

Dear respondents,

I, PRAGATI HEMRAJANI student of HINDUSTAN INSTITUTE OF MANAGEMENT AND COMPUTER STUDIES is conducting a survey on “Whether workers are productive workers in Hotel AMAR”for the fulfillment of MBA course.

NAME:COMPANY:DESIGNATION:DEPARTMENT:1. Your age [please mark whichever applicable] 20-30 31-40 41-50 51-58

2. How many years have been associated with the organization?

1 – 4 5-10 10 years above □

3. Are you satisfied with your present job profile?

Yes No

If no please specify: ………………………………………………………

…………………………………………………………………………………

4. List two welfare activities carried out by your Hotel

(a)…………………………………………………………..

(b)…………………………………………………………..

5. List two schemes of your hotel aimed at motivating employees.

(a)…………………………………………………………

(b)…………………………………………………………

6. Does your company appreciate your work? Yes No

7. Does the company provide you incentives?

Yes No

8. Please rank the motivation factors as to how they motivate you to perform well (on a scale of 1 to 6 for the following: 6-highly motivating, 1-least motivating.

1. Job security 2. Salary & wages3. Empowerment 4. Job appreciation

5. Environment / work culture 6. Career prospects

Any other ………………………………………………………….

9. Would you like your organization to introduce some new procedures so as to make staff more motivated towards job?

Yes No

If no, please specify …………………………………………… 10. Do you think that motivation leads to productivity?

Yes No

(THANKS FOR YOUR COPERATION)

QUESTIONNAIRE FOR MANAGERS

Dear respondents,

I, PRAGATI HEMRAJANI student of HINDUSTAN INSTITUTE OF MANAGEMENT AND COMPUTER STUDIES is conducting a survey on “Whether workers are productive workers in Hotel AMAR” for the fulfillment of MBA course.

NAME:COMPANY:DESIGNATION:DEPARTMENT:

1. How many years have you been associated with the organization?

1-4 years 5-10 years 10 years & more

2. Are you satisfied with your present job profile?

Yes No

If no than please specify: …………………………………….. ………………………………………………………………………..

3. Do you believe that if you are able to manage people, your performance at work will improve?

Yes No

4. Your performance fluctuates under different bosses. If a boss manages you and your colleagues well, you have much more motivated workers and the quality & quantity of your work improves?

Yes No

5. Motivation comes from within an individual. No amount of HR practices can influence motivation levels of employees.

Yes No

6. Please rank the motivation factors as to how they motivate you to perform wellOn a scale of 1 to 6 for the following :6-highly motivating , 1-least motivating.

1- Job security 2- Salary & wages

3- Empowerment4- Job appreciation5- Environment / work culture6- Career prospects

Any other………………………………………………………….. ……………………………………………………………………….

7. Would you like your organization to introduce some new procedures so as to make staff more motivated towards job?

Yes No

If no than please specify ………………………………………………………………………………………………………………………………………

8. Do you think that motivation leads to productivity?

Yes No

Thanks for your co-operation