LETTER OF TRANSMITTAL.

Mr. Nadeem Ahmed Bashir

Respected Sir;
Today we are grateful to submit our report to you. The report covers the main
aspects of Training and Development, which includes the brief introduction of
Training in IHG (Inter-Continental Hotel Groups), process involved in training
and development, finances required etc. We have tried our level best to come up
to your mark by providing unique ideas, style and by providing elegant
presentation.
We are thankful to you as you have given us an open opportunity to survey the
market, enhance our knowledge, and answer many questions that are usually in
everybody’s mind related to training and development.

It was a wonderful experience to explore the market.

Sincerely yours,

Group Members:
Aurang Zaib
Nauman Afzal
Shaban Khan
Employees Training & Development

ACKNOWLEDGMENT

“Knowledge is a door to prosperity”

Some time expressions are more reliable than words. Today we are short of words
to express our deepest and numerous feelings to Allah Almighty (The most
beneficial and merciful) who gave us the mind, ability and courage to perform in
a creative way.

For our bellowed parents, sincere, appreciation and prayers shall always be there,
for showing their love, kindness, and support.

At the last but not least we are also thankful to our friends, classmates and
teachers for their complete moral support, motivation and encouragement for the
completion of this project.

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Employees Training & Development

COMPANY OVERVIEW:

Group Profile:

IHG (Inter-Continental Hotels Group) is an international hotel company that

always tries to see the world through the eyes of others.

 We have more guest rooms than any other hotel company in the world –
that's 556,000 rooms in over 4,100 hotels across nearly 100 countries. Our
guests make over 160 million stays in IHG hotels every year.
 We operate seven hotel brands – Intercontinental, Crowne Plaza, Hotel
Indigo, Holiday Inn, Holiday Inn Express, Staybridge Suites and
Candlewood Suites.

Goal:

We want to grow by making our brands the first choice for guests and hotel
owners.

Target:

In 2005 we committed to increase the number of rooms we have by 50,000 to

60,000 on a net and organic basis. The top end of this target was exceeded in June
2008 – 6 months ahead of schedule. By the end of September 2008, we had
reached 70,000 net rooms, with 3 months left to go.

This was achieved through organic growth – meaning through new rooms under
our existing brands and not through acquisition. Most of the rooms that leave our
system do so at our instigation as we raise the quality of our hotels across all of
our brands.

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Employees Training & Development

Strategy:

Our strategy is to build the hotel industry’s strongest operating system focused on
the biggest markets and segments where scale really counts.

Operating System:

IHG’s operating system is made up of all the things we do to drive demand for our
brands. This includes our advertising and marketing campaigns, our 12 global call
centres, 13 local language websites, an 8,000-strong sales force, Priority Club
Rewards – the world’s largest hotel loyalty scheme which has 40 million members
– and all the advantages that IHG’s global hotel distribution and scale brings to
brand awareness. Our focus on the biggest markets where our scale really counts
ensures that we concentrate our resources on the opportunities that will provide
the greatest return.

Strategic Priorities:

Improving the performance of our brands

• Using our insight to make our brands the first choice for guests.
• Delivering consistent customer experiences.

Generating excellent returns from our hotels

• Improving hotel revenue by encouraging guest visits.

• Improving the efficiency of our hotels and operating processes.

Putting our market scale and knowledge for good use

• Using our worldwide scale and experience to convert more hotels to our
brand.

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Employees Training & Development

• Making the most of our global presence-guests choose brands they know
when they travel.

Strengthening our organization

• Investing in our people and ability to do business.

• Building strong partnership within our own company and with our owners
across the world.

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Employees Training & Development

VISION

We are committed to dynamic growth and service excellence built upon our
heritage of traditional hospitability. We strive to consistently meet and surpass
guests, employees and other stakeholder’s expectations. We feel pride in making
efforts to position Pakistan in the forefront of the international arena.

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 Employees Training & Development

ORGANIZATIONAL STRUCTURE

ORGANIZATION CHART
, Holiday INN Hotel (IHG)

GENERAL MANAGER

EXEC. SEC
Y

EXEC. ASST. MANAGER

ROOM DIV. MGR DIR SALES DIR F&B C.F H.R.M C.E CRED.MGR I.T.MGR

F.O.M
S.M A/F&B M A.C.F PER.MGR ACE HL&P

EXECT. H.K SECU.MGR

BQTMGR PUR.MGR ACE R&M
MGR M&C
T.M
L.M
EXEC.
CHEF
T.O. SUP

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Employees Training & Development

Corporate Culture:
Organization culture is a pattern of basic assumptions that has worked well
enough to be considered valuable and therefore, to be taught to new members as
the correct way to perceive, think and feel in relation to those problems.
Holiday INN hotels maintain a very friendly culture, which is focused towards
training, employee career development, innovation etc. Some of the factors
considered by the top management while designing the organizational culture is as
follows: -
 Innovation:
• Listening and two way interaction
• Participation
• Encouragement
• Motivation
• Enterprise
• Initiative

 Growth & Development for All:

• Competence and contribution as the only basis for job security.
• Promotion from within
• Learning environment and opportunities
• Provision for world class education and training
• Aligning people with latest trends.

 Trust:
• Cooperation
• Support
• Teamwork
• Sense of ownership

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Employees Training & Development

• Empowerment
• Integrity
• Dignity
• Respect
• Candidness

 Recognition Reward:
• Achievement orientation
• Performance based evaluation
• Appreciation
• Incentives
• Setting ever-rising standards of performance.

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Employees Training & Development

INTRODUCTION TO THE PROJECT:

This project is done on the training and development structure of Holiday Inn
Hotels. The main objective of the project is to introduce a more upgraded and
better training system for the organization. There are a few basic ways of training
employees that are being used at Holiday Inn Rawalpindi:

 Internships (Duration is 4-8 weeks).

 Daily Training System for the Management.
 Academic Training which has duration of:
• Six months
• One year
• Two years
There is a Monthly Planner. That has the training statistics

The corporate training department does external training. They usually have 7-8
trainers.

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Employees Training & Development

Training Needs Analysis:

Initially there is counseling sessions provided to employees so that they are
mentally prepared for the training. Then there are workshops and seminars; local
domestic and international. When once an employee is trained there are no
counseling sessions or any other way to motivate the employee for training .If we
take a closer look at the training system of HI Hotel, we shall come to realize that
their training methods are not as effective as they appear to be at the first glance.
Training is necessary for the development of human resource available. It is
meant to produce competent individuals who can make the system work and also
contribute towards its natural growth, which is must for its survival and progress.
Enhanced need of the resources has resulted into all over scarcity of resources. To
remain competitive and to stay on the top it is necessary to make the best use of
available resources and effective use of opportunities offered by the
environments, an equally competent manpower to make best possible exploitation
of these resources.
The lower staff is trained more conveniently such as waiters and cooks. Training
of the waiters is very important because they are directly related to the customers.

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Employees Training & Development

Human Resource:
The management of various activities designed to enhance the effectiveness of an
organization's work force in achieving organizational goals.
Human resource management process is as follows

Human Development
Resource And
Staffing Compensation Maintenance
Planning Evaluation

Human resource is the main asset of an organization through which it achieves its
objective. Selection or right person for right job needs to follow the human
resource process. Any flaw in this procedure may cause the worst loss to an
organization creating it a challenge for the organization.

Training and Development:

Training and development is a planned effort to facilitate employee learning of
job-relating behavior in order to improve employee performance. It denotes effort
to increase employee skills on present jobs. Development refers to efforts oriented
towards improvement relevant to future jobs.
There is a proposal of introducing software of food and beverages control. As we
know that the main business of IHG is selling food.
The case of training or transferring Food and Beverage Cost Control personnel
from one hotel to another will be facilitated with resulting savings in time and
expense.

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Employees Training & Development

TRAINING & CAREER DEVELOPMENT AT IHG

HOTELS

Investment in people and human resource development is an ongoing process in

the Inter continental hotel group. New management concepts and intensive
training programs have been introduced at all levels of supervisory and
managerial positions through establishment of an in-house Training School
located at Holiday Inn Hotel, Lahore. The Training School looks forward to
imparting systematic and scientific knowledge of the operations of both tourism
and hospitality business.
Holiday INN Hotels have become synonymous with a tradition of personal
services, efficiency, and convenience and guest satisfaction.

Behaviorally anchored rating scale:

Scales that contain sets of specific behavior that represent gradation of
performance used as common reference points or anchors for rating employee on
various job dominations.

360 Degree Feedback:

An approach that provides an individual with rating of performance from a variety
of relevant sources such as peers, subordinates, superiors and often an external
customers or clients, who can then be compared with the individual’s own self-
assessment.
Appraisal is the system, which tells the employee about his performance at the
work place. It affects its future performance in the organization. Different
methods of appraisal challenge an organization to adopt accurate measures to
evaluate the performance and rank a person objectively.

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Employees Training & Development

GOALS / OBJECTIVES OF TRAINING &

DEVELOPMENT AT IHG

Customer Service:
Holiday INN Hotels- the largest chain of hotels in Pakistan maintains the
standards of excellence for which it’s famed worldwide. At the hotels, the art and
science of hospitality are applied in perfection to offer the most luxurious
ambience and a wealth of services to the guests who are as precious as pearls.
The management at IHG therefore, provides training on continuous basis to their
employees to get the most efficient customer service.
Training:
Investment in people and human resource development is an ongoing process in
the IHG. New management concepts and intensive training programs are
incorporated at all levels of supervisory and managerial positions. IHG looks
forward to imparting systematic and scientific knowledge of the operations of
both tourism and hospitality business.

Profitability:
In order to maximize profit through sourcing new business, different marketing
arrangements are being made which include joint ventures and exclusive
marketing agreements.
Apart from these business arrangements they are more focused towards training
and development, as they believe that profitability can only be increased if the
valuable asset of the company is more trained and skilled.
Growth Profile:
The outstanding growth cannot only be achieved with excellent service,
improvement in décor and facilities, variety of cuisine, expansion/addition of
banquet halls, increase in airline catering business. Training plays a very crucial
role in the growth profile of IHG. Training and HR Management realizes that
growth is simply not possible without teaching new skills, knowledge to their
employees.

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Employees Training & Development

Compatibility:

Pakistan Services Limited has pledged to keep pace with the change through
consistent efforts and is trying to continue to achieve better results through higher
sales and improved profitability. They compete with others through their high
standard services and traditional environment.
Compatibility can be achieved, in such a customer aware environment, through
training the employees’ new skills, which will give them a competitive edge on
their competitors in the eyes of customers.
Traditional Hospitability:
IHG is synonymous with a tradition of personal services, efficiency, convenience
and guest satisfaction. Therefore, it is a very important objective of training and
career development to gain guest satisfaction.
They believe “COURTESY costs nothing… but is worth EVERYTHING”.
IHG offer special training courses on efficiency, guest satisfaction etc.
Health Safety and Environment:
PSL is committed to constantly strive for higher standards in health, safety and
environment to their employees, and guests. The hotel is very mindful of the
Occupational Safety and Health issues therefore; they offer daily and regular
training courses on health, safety and environment. It includes use of fire
extinguisher, carefully washing utensils, hygienic food cooking etc Their”
environment friendly philosophy,” has undertaken a number of steps, which
include periodical meetings and safety training of associates to acclimatize the
human resources and create safety awareness amongst them.
Environment of Professional Enhancement:
At Pakistan Services Limited, management strongly believes that without the
training and development of top quality personnel, dynamic growth is not
possible. One of their core value is "Growth and Development for All" with the
elements of learning environment and opportunities, provision of world class
education and training and aligning people with latest technological trends.

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Employees Training & Development

CURRENT TRAINING SYSTEM IN IHG

IHG has mainly a single training system, which is being applied to the whole
chain of hotels.
REGULAR/DAILY TRAINING PROGRAM

HOD

Topic
Select (availability Select
Trainees of trainer) trainers

Whoever is
interested? Availability
Time/Duration

Teaching
competence

Venue
Skills/
Experience
required

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Employees Training & Development

Selection of Trainer:
In any training program selection and training of trainer is the most critical path
for the organization. One tries to hire a person as trainer who is best available in
terms of education, training, experience, technical knowledge, skills, initiative and
teaching competence.
Managers of an organization always intend to select a trainer who will be more
efficient and effective to the organization as they re involved in a significant
investment of time and cost.
IHG is also very concerned about the selection of the trainer. They usually hire
trainers internally, from within the organization. They prefer their own employees
for this task for internal training.
They do not have any specific criteria for the selection of trainer as it depends on
various factors. Some of them are as follows:
• Type of training
• Managerial Level
• Objective of training
• Scope of responsibility
• Skills and knowledge required as per training
• Education
• Subject matter to be taught
• Teaching competence

Training Coordinator:
Training coordinator IHG is a person who oversees, directs and coordinates
training for employees and supervisors in the hotel. He is responsible to report
directly to the HR manager. He interacts with the individuals outside the hotels
including training and HR staff from the competitors Hotels and other members of
the local community. He is also involved in coordination and functions and
activities with other department heads and department trainers.

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Employees Training & Development

Duties and Responsibility:

The main duties and responsibilities of training coordinator are as fellows:
1. Assists HRDM to analyze training needs in the hotels and prioritizes such
needs for HR manager to review.
2. Assists in developing Annual Hotel Training Plans and prepare monthly
and yearly reports for HRD managers.
3. Maintains hotel’s training library
4. Assists to conduct employee orientation to the company and the hotel.
5. Assists to oversee on the job training of new employees.
6. Assists to oversee re-training of employees.
7. Assists to conduct guest courtesy and supervisory/ management training.
8. Assists in the development of hotels training budget, by providing
necessary statistics/data.
9. Assists to establish and maintain employee, supervisory and management
records of training.
10. Assists to arrange and coordinate with outside instructors for general and
special courses.
11. Performs related duties and special projects as assigned by HR and HRD
manager.

MANAGEMENT LEVEL TRAINING.

In IHG, managers are given two main types of training.
It includes: -
a. Internal Training
b. External Training.

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Employees Training & Development

Training & HR
Manager

Internal
Training External
Training coordinator Training

Assess
Selection Current Mgt
Market
of Trainee skills
Need

Selection
Required
of Trainer
Mgt skills

Assess
Organizationa
l resources

Arrangements

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Employees Training & Development

INTERNAL TRAINING:
Normally, managers get internal training in the form of short courses, which may
be of three days or a week’s duration. Whenever the Human Resource Department
realizes a need of new skills to be taught to the managers, they ask Training
Department to undertake a training program.
In internal training, Training Department considers the following factors:
1. Need assessment.
 Market Need
 Organizational Resources
2. Design The Training Program
3. Development of Training Program
4. Implementation
5. Evaluation
Types of Internal Training:
• Skill training
• Language training
• Special Training Program for Normal Area (STPNA)
• Internship

Monthly Manual:
Pearl Continental Hotels select and design their daily training programs in a form
of monthly manual. It is distributed to all the departments a weak before the
month starts. The main information included in this is regarded to:
1. Class to be held on i.e. day, date
2. Topic to be taught
3. Concern department
4. Participants
5. Venue where the class will be conducted
6. Name of the trainer

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Employees Training & Development

External Training:
Organizations in spite of providing internal training are also involved in sending
their employees to different training institutes as part of external training. The
duration of external training program is 7-15 days.
They give external training to their employees from different institutes like
LUMS (Lahore University of Management Sciences) and PIMS (Pakistan
Institute Of Management Sciences Lahore).
Selection of Trainees:
As selection of trainer for any training program is a sensitive task, selection of
trainee for any training program also involves a through study. Selecting a trainee
to fill a skill position in any organization is not a single act but is more accurately
regarded as a process by which individuals who are the most capable can be
selected from all available applicants.
IHG understands the importance of care to be taken into consideration while
investing time and cost in the training program. The Management of IHG while
selecting trainees, consider the following factors:
• Need recognition
• Required capabilities
• Experience required
• Length of time involved
• Age
• Academics
• Availability
• Stake in the organization

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Employees Training & Development

Evaluating and Choosing an Alternative while Training

This step involves carefully considering the advantages and disadvantages of each
alternative before choosing one of them. Each alternative should be evaluated
systematically according to the following criteria:

Feasibility:
The feasibility criterion refers to the extent to which an alternative can be
accomplished within related organizational constraints, such as time, budgets,
technology and policies. Alternatives that do not meet the criterion of feasibility
should be eliminated from further consideration in the training program.
Quality:
The quality criterion refers to how effectively an alternative solves the problem
under consideration. Alternatives that only partially solve the problem or
represent a questionable solution are eliminated at this stage.
Acceptability:
This criterion refers to the degree to which the training is cost effective and others
who will be affected by implementation of the alternative are willing to support it.
Acceptability has long been recognized as an important criterion against which to
judge decision.
Ethics:
The ethics criterion refers to the extent to which an alternative is compatible with
the social responsibilities of the organization and the ethical standards of its
managers.
Conclusion:
The above discussion shows, that training for the management functions pose a
challenge for any management in the way that improper analysis at any stage in
the training function can lead towards inefficient performance and gradually the
organization may lag behind in flexibility and responding to changing
environment.

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Employees Training & Development

Looking at the goals and objectives of the business one can assess the present
training system and the improvement it requires.

Customer Service:
IHG maintains the standards of excellence for which it’s famed worldwide. At the
hotels, the art and science of hospitality are applied in perfection to offer the most
luxurious ambience and a wealth of services to the guests who are very precious
Training:
Investment in people and human resource development is an ongoing process in
the IHG. New management concepts and intensive training programs are
incorporated at all levels of supervisory and managerial positions. IHG looks
forward to imparting systematic and scientific knowledge of the operations of
both tourism and hospitality business.

It means providing personal services according to the tradition of the place. IHG
also committed to provide traditional hospitability to their guests, employees and
stakeholders. They believe on efficiency, convenience and guest satisfaction.
Creating a traditional environment needs full consideration of current trends and
prevalent conditions, which is challenging task for the management.
Balance in Organization:
A study of the organizational shows there are eight departments. A balance in
organization means to have appropriate relevant departments in the organization,
to have correct number of employees in these departments and to have proper
allocation of work.

From departmental point of view, the organization seems to have balance in their
structure, but work is not properly allocated. A lot of burden is put on Human
resource department as nothing could happen without their approval.

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Employees Training & Development

Promotion:
Promotion in organization depends on the performance of the individual. If the
person is supportive to his manager, or top management and posses the qualities
to have greater responsibilities, he is promoted.

Training is very important to management at IHG. People are not only trained in
their respective fields but are also guided about the working of other departments
so that workers can coordinate with each other. A whole year schedule is followed
for continuous training programs.

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Employees Training & Development

IMPROVING TRAINING & DEVLOPMENT AT IHG

We need to know that training and career development should go on side by side.
Human resources are the most valuable assets to all the systems of an
organization. It not only makes direct contribution towards the efficiency and
productivity of the system but it also deeply affects the organizational behavior.
Therefore value added human resources would act as a resource multiplier and
will affect the efficiency of other resources.
Training proposed by the group, is a self-administered, interactive program that is
accessed through a computer connected to the Internet. The training uses
scenario-based lessons, self-assessment questions, some resource references, and
frequently asked questions. At the end, there will be a quiz on the material. Most
employees will find the duration of quiz is about an hour or less. Once individuals
become part of the organization, their ability to contribute effectively is usually
enhanced by various development and evaluation efforts, such as training and
periodic performance evaluations.
In IHG, just like any organization, different levels of management require
training.
 Entry Level Employee
 Fresh Graduates
 Middle Level Employees
 Executives in Management
 Managers of Departments
 Senior Management
TRAINING PROGRAM:
It is then the Human resource department, which reminds the branch managers
about the training program.
Training program is planned a little before the current time of actual training. In
this planning the following aspects are defined:
 Trainer
 Eligibility to attend those courses

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 Employees Training & Development

 Number of Courses to be offered

 Departments to be Trained
 Training Budget
 Training Material
ESTABLISHING OBJECTIVES:
Then the next step of the system would be setting the target of the training. Or we
can also say the main purpose of training.
• Who to train
• What to train
• How to train
Training is not only required for new entrants but experienced employees also
need to be trained to keep them alongside each other of changing technologies
and trends. For this purpose, there are different types of trainings in organization.
But the proper implementation of Training Programmed is a challenge for an
organization, because an organization cannot cater to individual needs and cannot
change the perceptions of people about their believes. Proper assessment of the
phases of training programmed is necessary, which is challenging and complex
task.
TRAINING EVALUATION:
Later on the training can be assessed by the performance of the employee. Lately
IHG has adopted the 360-degree evaluation system. They think it is Impartial and
fair. The same evaluation system can be applied to the proposed system.

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Employees Training & Development

PROPOSED TRAINING PROCESS.

HR & Training
Manager

Training Coordinator

Training
need
Type of Training

Departmenta
l needs
Internal Training

Employee
need External Training

Training Plan

Organizationa
Approval
l needs
HRD & Training
Management

Arrange
Conduct

Inform trainers
Evaluate & trainees

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Employees Training & Development

RECOMMENDATIONS

What one needs to realize is that career development is also related to personal
development and growth. When an employee gets promoted it is a part of his
achievement. Career development is not a one-time process. It is a set of goals
interlinked to an achievement. Every step goes along with training. By training we
learn new skills and techniques. A person can become more productive, more
efficient and satisfied by training. It helps to achieve more modern cultured and
groomed employees for development of a better system.

So the group would like to recommend the management of IHG that they should
have a proper training program. That will help them improve the skills of the
employees. This will eventually increase their revenue, as there main business is
foods beverages and other direct services for customers.
The other weakness that we found in IHG training system was the disability of
statistical data.
They should have the record of all employees such as:

Number of Courses Course Duration Number of Trainees

Total number of trained employees

Total number of untrained employees
The other recommendations are

i. They should develop a separate department, which will only be involved in

planning and conducting the training activities at IHG.
ii. The training program should be focused towards the organizational goals.

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Employees Training & Development

iii. The training being conducted should be designed according to the

organizational need and market requirements.
iv. There should be practical implementation of the training and it should be
include in the training program.
v. IHG should also invite people externally to help in designing and developing
training program.
vi. To make training effective there should be assessment during and after the
training so that one can see where they are.
vii. There should be a feedback from those who undertook the training to make
future improvements.
viii. The training plan should be such that it is not
 Costly.
 Time consuming.
 And right training for the right person should be kept in mind.
ix. Internships should not be the first position focus of training.
x. The training should have some motivation as incentives it should give a little
flexibility to trainees over others.

Hence it is concluded that training is very essential for development which may
be personal or it maybe professional..

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