TRAINING AND DEVELOPMENT

In
HOTEL DOLPHIN VISAKHAPATNAM

A Project Report Submitted

In Partial Fulfillment of the Requirement for the Award of the Degree Of

BACHELOR OF BUSINESS ADMINISTRATION

BY
(MANOHAR OMMI)

UNDER ESTIMATED BY
MS. SAI PALLAVI

Department of B.B.A
GAYATRI VIDYA PARISHAD COLLEGE FOR DEGREE AND P.G.COURSES(A)
(Affiliated to ANDHRA UNIVERSITY)
VISAKHAPATNAM, ANDHRA PRADESH
(2018)
 DECLARATION

I here by declare that this project report entitled “TRAINING AND

DEVELOPMENT IN HOTEL DOLPHIN” submitted to GAYATRI VIDYA PARISHAD
COLLEGE FOR DEGREEE AND P.G.COURSES,VISAKHAPATNAM is a genuine and bonafied work
done by me and is not submitted to any other university or published any
time before. The project is for the partial fulfillment of the requirement for the
award of the degree of BACHELOR OF BUSINESS ADMINISTRATION

MANOHAR OMMI

3
 ACKNOWLEDGEMENT.

I express my heartfelt gratitude to my project guide

Mr.MANOHAR OMMI, madam BBA who inspired me during my extensive research in
this area, had dedicated his valuable time and extended his constructive guidance and
constant supervision which is of immense help to me in successful completion of this
project study.

I would like to thank Mr.G.NAVEEN KUMAR TRAINING MANAGER of

Visakhapatnam Hotel DOLPHIN who gave me an opportunity to do my Project work in an
esteemed organization like Visakhapatnam Hotel DOILPHIN.

I take the pleasure to express my sincere gratitude to thank Mr. G.NAVEEN

KUMAR, HR MANAGER for his valuable suggestions and encouragement.

I express my sincerely thank to principal prof. MS.SAI PALLAVI for his inspiration to
undergo this project.

An endeavor over a long period can be successfully with the advice and support of
many well wishers. I take this opportunity to express my gratitude and appreciation to all
of them.

MANOHAR OMMI

4
 CONTENTS
CHAPTER No TITLE Page No

CHAPTER - 1
INTRODUCTION
 NEED OF THE STUDY
OBJECTIVES OF THE STUDY
 METHODOLOGY
 LIMITATIONS


CHAPTER – 2
INDUSTRY PROFILE
 HOTEL INTRODUCTION
 HOTEL CONCEPT
 TYPES OF HOTELS
 GROWTH OF HOTEL INDUSTRY
 NEW HOTELS IN INDIA
CHAPTER – 3
COMPANY PROFILE
 AN INTRODUCTION
 VISAKHAPATNAM PROFILE
 ACHIEVEMENTS
CHAPTER – 4
THEORETICAL FRAMEWORK
 THEORETICAL CONCEPTS OF T & D
 NEED FOR TRAINING
 IMPORTANCE OF TRAINING
 BENEFITS OF TRAINING
 TRAINING AND LEARNING PRINCEPLES
 TRAINING METHODS & PROGRAMMES
 TRAINING & PROCESS FOLLOWED BY GREEN PARK
 TRAINING PROCESS – 1
 TRAINING PROCESS – 2
 TRAINING PROCESS – 3
 TRAINING PROCESS – 4
TRAINING NEED IDENTIFICATION IN GREEN PARK
CHAPTER – 5
 DATA ANALYSIS & INTERPRETATION
CHAPTER – 6
 FINDINGS & SUGGESTIONS

Appendix
 Feed Back Of T & D at Hotel DOLPHIN
 BIBLIOGRAPHY

5
 List of Tables/Diagrams

SI.NO NAMES PAGE NO’S

1 Importance of Training and Development in

the Organization.
2 Improvement in self Confidence levels after
attending the training programmes
3 Regarding the interesting training
programmes
4 Rating of the trainers

5 Regularity of the T&D Programmes in the

Organization
6 Importance of Training given for the growth
of the Organization.
7 The different levels at which the T&D
programmes are essential for the
organization
8 The effective Training Programmes

9 HRD Policies related to T&D Programmes

10 Implementation of T&D Programmes

11 Relationship between the Trainer &Trainee

12 Suggestions to improve the effective T&D

Programmes
13 T & D Programmes to increase the
Productivity
14 Benefits after Training

15 Satisfaction with T&D Facilities

16 Methods used for collection of Feed back

6
CHAPTER - 1
INTRODUCTION

7
 INTRODUCTION

The service sector has increased dramatically across the globe during the last decade.

In India, it now account for more that half the economy’s income and employment. De-

regulation of services, growing competition, fluctuations in demand and the application of

new technologies are presenting a considerable challenge to service companies, Banks,

building societies, insurance, airlines, hotels, retailers and telecommunication companies

as well as professional service firms such as accountants and lawyers need new approaches

to address the challenges, even government is becoming increasingly aware of the need to

improve their performance. In addition, the importance of service as a source of

competitive advantage in manufacturing has increased greatly in the last five years.

The increased rate of spending on personal consumption service has also been

impressive. Individuals are spending greater proportions of their income on travel:

restaurants and telecommunications to improve the quantity of their lives.

8
 NEED FOR THE STUDY

One vital question is after all what is the need for training? When, in spite of an investment of time, money and

energy, the employees resist the charge? (Yet, as has been delineated in briefly already) training is not just a

change but a change for the better.

Thus, training is needed because of the under mentioned factors.

In a constantly changing environment training is a never ending process. Thus to update and fill gaps in

knowledge, training is a good solution. It can be as follows:

 Gaps in technology information.

 Gaps about information on job process.

 Gaps in adequate knowledge about professional management.

 Gaps of knowledge on overall future orientation.

A skill is the efficiency in handling a certain task, with as much defines as possible.

Though many skills are inborn, most activities can be better performed with the help of training. Thus,

training help to fill the gaps in skills.

The man behind the machine is a very crucial input in the production function of any organization and the

crucial point behind this man is his attitude toward his work. Training obviously comes handy even for filling

the gaps in attitude.

Gaps in attitude may be related to any of the following issues:

 Highly bueareaucrative attitude.

9
  Lack of an “Open” mind.

 Assumption of a ‘know all’ attitude.

 Self-defeating attitude leaking courage and optimism.

 Attitude of shrinking responsibility (Escapism).

 Individualistic-Misanthropic.

 Attitude of subservience 8v sycophancy.

There may be ambiguity in job related activities, Lack of accountability and deficiencies in feed back system.

All these and many such flaws lead top and adverse affect on the level of targets etc.

Besides the above four ‘Gaps’, it is worthwhile to mention that training not only fills these gaps, but adds on

already filled gaps too. Thus even when an organization may seem quiet ‘Hunky-Dory, training would help to

‘discover’ newer and of course economically more feasible, techniques and methods of handling situations.

Moreover, innovative technology and managerial methodologies, made else where can be better accepted if

the employees are given some probation time to learn a technique.

10
 OBJECTIVES OF THE STUDY

The study was conducted on Training & Development activities at DOLPHIN Hotel,

Visakhapatnam. which is none of the successful service industry in Andhra Pradesh of its notable success; it

was through pertinent to study the Training & Development practices.

This study was conducted keeping the following objectives in mind:

 To understand employee satisfaction with the administration and execution of training programmes in

Green Park.

 To know the effectiveness of Training & Development programme.

 To analyze overall employee satisfaction and to understand differences in levels of satisfaction between

managerial and supervisory staff if any.

 To gain employee perception on Training & Development activities at dolphin Hotel, Visakhapatnam.

 To know how far Training & Development activities are helpful to the employees to increase their

productivity.

 To identify problems & give suggestions for improving Training & Development activities.

11
 RESEARCH METHODOLOGY

The present study has been conducted in DOLPHIN Hotel located at DABAGARDENS,VISAKHAPATNAM

of Andhra Pradesh.

Sampling Technique:

The type of sampling technique followed can be identified as simple random sampling in which all levels

workers from all the departments in Hotel DOLPHIN were chosen proportionately.

Sampling Size:

Sample sizes of 100 respondents were taken from all the departments in Hotel DOLPHIN.

Data Collection Methods:

 Primary Source

 Secondary Source

1. Primary Data was collected through questionnaire method from the employees to know the effectiveness of

Training & Development activities.

2. Secondary Data was collected from sources like journals and company manuals, files and records of GPV.

Data Analysis:
The various statistical tools for the analysis and interpretation of data are simple percentage method and
Bar charts.

12
 LIMITATIONS OF THE STUDY

 The questions had to be translated to most of the employees in the regional language.

 The respondents were too busy in their work. Some of them refused to accept the questionnaire due to

lack of time.

 Lack of availability of employees, consisting for a particular period of time has been a major

disadvantage.

 There was a less chance to interact with the employees to gather information due to their tight work

schedule.

 While taking the sample, it was only possible to take proportionately from all the departments and not

proportionately among managers.

13
CHAPTER – 2

INDUSTRY PROFILE

14
 INDUSTRY PROFILE

Hotel industry has been playing an important role in the economic development of various countries.
Almost all the developed countries and a majority of developing emerged as service economies. USA was the
first economy to become a service economy. The basics intermediate demand for the development of the
service sector are growth in intermediate demand from various manufacturing organizations which are in the
process of unbundling and direct demand from customers. Service sector has been given important place in the
Indian planning since the sixth five-year plan. The service sector contribution to the GDP of India rose from
28.6% to 45.19%in 1998-99. However the statistics do not reveal the true picture as the hidden service sector
and services in the unorganized sector are not added to the total. There is a tremendous potential for the growth
of service in the country. The major services in the country are Transport and Communication. Trade, Hotels
and Restaurant, community, social and personal services and Finance and real estate services.

Service industry has shown a tremendous growth in India. In recent years according to government
estimates services industry is growing to overtake the agriculture in Indian economy. Apart from providing
most jobs and benefits it is a major source for earning foreign exchange in India. Services sector accounts for
maximum employment and major contribution to GNP of every economy in the World. Out of these
contributions of service sector Health services provide the maximum employment. The travel and tourism
industry is the largest industry besides automobiles and food accounting for more than 10% of the world gross
national product. The service industry is constantly changing and developing to meet the needs of the customer
in the market. The food services industry is entering the21st century in a state of Flux. Increased competition,
labor shortages, more discerning and demanding customers, rapid changes in technology, food safety concerns,
and shifting revenue streams are the Factor operators of every ilk
will need to wrestle within the coming years, the food service segment that might experience strong growth
according to the consensus.

15
 Among industry seers are the upscale casual segment. These avenues may be more expensive than their
traditional casual dining counterparts, but they struck gold with an increasing sophisticated customer who along
with values wants more quality fresher ingredients and flavors. In addition diners pressed for their time, tired
after work and hungry for bit of nurturing are looking for a more upscale atmosphere and better service even in
casual dining.

Fresh ingredients, higher quality foods, and fuller flavors more variety in spices, increased use of vegetables
and healthier eating made a fairly predictable list of food trends. But the consumer tastes and preference
changes with startling rapidity and what’s hot today may not be tomorrow. Trends can be pinned down and the
patterns and preferences will matter into the new century can be discerned. However the eating out habit is hard
to break and frequency of dining outside will continue on an upward trend.

MOTEL – THE CONCEPT

Initially the term motel was meant for local motorists and foreign tourists traveling by road. Basically
Motels serve the needs and requirements of these travelers and meeting the demand for transit accommodation.
We can also call motel over night stay. Some of the important services offered by motels are parking, garage
facilities, accommodation, and restaurant facilities. Motels are found equipped with filling stations, accessories,
service of elevator to the automobile entrance restaurant etc., Motel are found located outside the city.
Preferably by the side of high ways and important road junctions. The accommodation available in the Motel
is more in the category of a ‘chalet facility’. This has a dining hall with fixed menu. In USA the hotel
accommodation is ranked at par with hotel accommodation.

TYPES OF HOTELS

1. Residential Hotel
The residential hotel work as an apartment house. Often we call them apartment hotels. The hotels
charges rent on monthly, half- yearly or yearly basis. The hotels are generally found located in big cities
and towns where no meals are served to the customers. Initially, the residential hotels were developed
in USA. The services offered in the residential hotels are comparable to an average well managed
home.

16
2. Commercial Hotel:

The commercial hotels are meant for the people who visit a place a trade and commerce or business
purposes and therefore these hotels are found located at the commercial or industrial center. These
hotels focus their attention on individual travelers and are generally run by the owners.

3. Resort Hotel:

The resort hotels are meant for the holiday’s makes, tourists and for those who need a change in the
atmosphere mainly on healthy ground. These hotels are found located near the sea, mountain, and other
areas having an attractive landscape and healthy climatic condition. The tourist visit hotels mainly for
relax. The entertainment ad recreation facilities like swimming pool, tennis courts, boating, golf-court,
self-riding, and other indoor sports n addition to restaurant and cafeteria, conference room, lounge,
shopping arcade, entertainment etc., become significant in the resort hotels.

4. International Hotel:

The international hotels are modern luxurious hotels, classified on the basis of international guidelines.
These hotels are placed in various star categories, e.g., Five-star-deluxe, Five-star, Three-star, Two-star,
One-star. T he international hotels are mostly owned by the public companies where hoard of director s
is constituted for its control. The overall management in found in the hands of senior executives.

4. Floating Hotel:
The floating hotels are located on the water surface. The places are sea, river, and lakes. These hotels
provide all the facilities and services mad available in a good hotel. In the leading tourist generating
countries of the world we find the practice of using old luxury ships as floating hotels.

GROWTH OF HOTEL INDUSTRY

17
 The real boom in the hotels came in the 20 th century. The new hotel area was first dominated by
the Oberoi group, Taj, ITC – Welcome Group, ITDC and other large luxurious groups of hotels. Asian hotels
are the other groups which have made a mark for them. Many groups are entering the hotel business. Apart
from these chains which are mainly privately owned (with exception of ITDC which is a government of India

undertaking), the State tourism corporation to have come into the hotel business in order to cater to the growing
tourists and the business traffic.

Through the large chains have made their debut, the hotel keeping in India still has a strong individualistic
style since three fourths of the hotels all over the country are in the hands of small operators. Changing market
perceptions have forced even the major groups to diversify into smaller budget hotels a competition has thus
increased in the industry.

With the growth of tourism in India, the hotels in the holiday and availability of modern technological
gadgets and the future holds promise for a further mushrooming of modern hotels.

The Popular Groups of Hotels in India are listed below:

1) Oberoi Group
2) Taj Group
3) ITC’s Welcome Group
4) ITDC’s Ashok Group
5) Mahindra Group
6) Apeejay Group
7) Amrita Group
8) Leela Kempenski Holiday Inns
9) Centaur Hotels
10) Asian Hotels
New Hotels Entering India:

1. Hilton International
2. Radisson International
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 3. Best Western
4. Accor Asia Pacific
5. Southern Pacific Hotels
6. Holiday Inns
7. Leela Venture

8. Grand Hyatt
9. Sterling Holiday Resorts
10) Park Group

‘BEST WESTERN’HOTELS

World’s largest hotel chain comprises 4100 hotels across countries is being represented in India access
worldwide as the exclusive general sales agent. The hotel chain with a strong back up in the US and the
growing awareness in Europe is slowly gaining ground in the Middle East and Australia. With 16 hotels in
India alone, the chain is all set to establish them as a prominent chain in league with the Holiday Inn and on the
lines. The best advantage Best Western has is their being a budget Hotel chain is the demand of the hour.

The western hotels in an exclusive tie-up have launched a special promotion with Amadeus to promote and
sell Best Western Hotels world wide. The incentives to the people handling the systems range from a pen to a
free holiday abroad. The promotion comes at a very critical time when the season from India is dying out and
the travel agents are less engulfed with queries and have more time to think and plan.

A humble beginning was made in 1946, when Guertin founded Best Western Hotels an hotelier with 23
years of experience in the business. The chain began as an informal link between properties with each hotel
recommending other lodging establishments to travelers. This “referral system” consists of phone calls from
one front desk operator to another. In 1948 five million copies of the BMW guide were published. Today it is
with world’s best rated online reservation system and a host of toll free lines at free numerous locations world
wide.

‘SAVOY’

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 The hotel was started in 1889 by a whiz kid impresario called Richard D’Oyiy Cartr. At the age of 29 he
had found his pot of gold by commissioning Gilbert and Sullivan to write Trail by Jury which was followed by
other smash hits.

At the age of 39 the dreams of building the world’s most perfect hotel and backed by the glitziest nouveae
riche angels. Lord Chamberlin and occasionally they he opened the Savoy, the flashiest and the most reputed
hotel in the world. But still, respected society was not impressed. What was needed was a star, a big one.

Roping in Cesar Ritz, a young Hotelier with an enormous following to turn the show and chief Augusto
Escopffer, D’Oyl carte made hotel the hottest ticket in town.

According to the largest figures, hotels and other tourism related industries directly employed over 5.3
million people in the country. It is estimated that at least another 13 million people were indirectly employed
by the tourism sector.

‘SPACE HOTEL’

Within the next three decades those seeking out of this world vacation thrills will be able to check into space
hotel. The Japanese firm Shimuzu Corporation has created a dedicated space research department to work out
this project.

The space hotel scheduled to open in 2020 will be built around a central 240 meters cylinder. It will have 64
rooms arranged in the form of a doughnut, 40 meters in diameter. It will orbit the earth at height of 450 kms
and rotate on its axis at a rate of three times a minute to create artificial gravity close to the earth.

AWARDS FOR OBEROI’S WINDSOR

The Windsor in Melbourne an Oberoi hotel has been awarded by the Australian Hotel Association for “Top
Hotel Accommodation” and “Best Restaurant” the selection criteria of which were standards of service and
food, staff training and the provision of special feature in the building.

“REVIVAL HOTEL”, BARODA WINS FHRAI AWARD

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 The Barot groups Revival Hotel in Baroda has won the prestigious federation of Hotel & Restaurant
Association India’s Environmental Friendly of the year award, in the second position. The property a boutique
hotel has been among the first in the hospitality industry to accord great significance to the concern for ecology.
The award will be presented to revival at the FHRAI convention held in Mumbai. The hotel’s Kamles Brot says
“It is the first time that a professional body like the FHRAI, besides the tourism department, Government of
India is giving an award on Environment; We humbly and gracefully accept it”.

MEGA CONVENTION CENTER PLANNED FOR CHENNAI

The state government is planning to build a world-class convention

Center on a 500-acre expense between Chennai and Mammallapuram
according to the policy note demands for grant presented in the assembly by the tourism minister, Smt.
R.Sharojaa. The project will house among the other things, a 1000 room Five Star Hotel, mini conference hall,
a shopping arcade an ethnic village and a Handicrafts Emporium, children’s park, Textile museum, Swimming
pool, Bar, Theater, modern communication links, car parking area, an exhibition mansion, and art gallery etc…

THE NEW ‘PARK HOTEL’

In the heart of the capitals business, government and tourist centers across the street from the Jantar Mantra a
hop skip away from Cannaught place just down the road from the Parliament the park Hotel has opened
business.

The property has all the amenities of a deluxe hotel 24 hours a coffee shop, especially restaurants and bars,
landscaped gardens and swimming pool. It also has an Exclusive conference and banquet facilities and fully
equipped business center. It is third link in the part chain after Calcutta and Visakhapatnam.

101 “MERIDEN” OPENS IN PUNE

Le Meriden Hotels and resorts recently opened its 101 st property world wide at pune. Designed by architect
Hafeez contractor in the royal Indian style the Le Meriden is pune’s only five star deluxe hotels and has 177
rooms with facilities that include interactive television. The hotels convention center sprawls over 6000 square
feet and can accommodate up to 1200 delegates.

21
 “QUALITY INN”: INDIA’S NEWEST HOTEL CHAIN
Enter Quality Inn India’s Newest Hotel Group. It is the result of the joint venture between A.K.Dave &
Associates and Quality International the world’s largest hotel chain. The tie up is because this is the first time
moderately priced hotels will be franchised by an international chain. The commitment of the foreign
collaborates include equity stake in the venture, a strong reputation on the board and will spend a good pat of
their fees on promotion activities with in India itself. Quality Inns India begins with two operating hotels at
Mysore and Ooty and other projects are under way a Hyderabad, Banglore, Ahmedabad and Delhi.

WELCOME GROUP’S HOTEL IN VISAKHAPATNAM

Welcome Group’s Grand Bay, a 100-rooms property is open for business in Visakhapatnam. The hotel
offers deluxe and executive clubrooms with tariffs ranging from Rs 1800 to 4200 and deluxe suites. It is being
marketed as a tourist-cum-business address.

“HOTEL DASPALLA” IN VISAKHAPATNAM

The Tourism department has awarded Hotel Daspalla as the best hotel for the services it has provided to the
tourists. It has gained second position in Andhra Pradesh. Hotel Daspalla has recently been added to Quality
Inn chain of hotels in India.

“GREEN PARK” IN VISAKHAPATNAM

Green Park, Visakhapatnam has been awarded for its excellence in customer services. Following a number
of stringent parameters and checks done on customer services Hotel Green park- Visakhapatnam came up with
flying colors. HSBC leading multinational bank has recognized the hotel for its excellence in customer’s
services. This is yet another feather in the cap of Hotel Green Park, a hotel which has been nominated “The
Best Business Class Hotel in India” and it’s General Manager of the year (India) “during the past year by the
Hotel’s &Food services India.

22
CHAPTER – 3
COMPANY PROFILE

23
 HOTEL DOLPHIN
ORGANIZATION PROFILE

World Class Standards, Real Value of money

Hotel DOLPHIN Park, Visakhapatnam is a member of Diana Hotels Ltd. The various companies under
Diana Group being.
 Diana Projects Engineers Ltd
 GM Reddy and Associates.

 DOLPHIN Hotels & Resorts Ltd,

 Coastal Constructions leasing Pvt. Ltd,
 Indus Investment Pvt. Ltd,
 Vijaya Products Ltd,
 Diana Software Solutions Pvt. Ltd.
The Diana hotels started its operations in November 1991. The first hotel of the group was stated in
Hyderabad under the brand name DOLPHIN in 1991 and it has consolidated its position as a business class
hotel by vigorously pursuing the policy of maintaining world class standards at the most affordable prices.

Later, the Diana group acquired the former “APSARA HOTEL” in Visakhapatnam and has successfully
constructed it into their second hotel in the DOLPHIN line in December 1995 on similar philosophy of quality
service. Regardless of number of hotels it maintains. DOLPHIN is known for its world-class quality service.
Many a times, it was nominated as the BEST ECONOMICAL BUSINESS CLASS HOTEL.

24
 The quality of people and service in Hotel dolphin at both Hyderabad and Visakhapatnam make it worth
visiting. One can experience the tender touch of real service at Hotel DOLPHIN.

The Third Hotel of Diana Hotels Ltd is DOLPHIN, Chennai. Regardless of number of hotels it maintains,
DOLPHIN is know for its World-class service at affordable price-many a times, it was nominated as best
economical business class hotel.

The senior executive working in the organization has imbibed services and focus on quality into the
organizational culture. It is believed at Hotel dolphin that unless we change our attitude to insist people and
have something to offer and body will be interested in India. Till then we will be a minor destination. It is not
enough to have attractive tourism places. They have to be spruced up to attractive tourists, so that we can
complete with the countries like Malaysia Singapore.

DOLPHIN INTRODUCTION

Dolphin is one of the best “Value for Money”, VFM hotel in this part of the country and the responsibility of
further maintaining and improving world-class standard-lives with it. In the dolphin family, they always
believe in being the best as far as quest services and concerned. They follow the motto of the 4 G’s.
The 4 G’s are
 Guest is our god.
 Dolphin is our temple
 Good work is our prayer
 Guest delight is our reward.

Global Destiny
The DOLPHIN family (staff) has a missionary zeal to achieve their objectives.

MISSION OBJECTIVES:
Customer Intimacy:
 Fast service
 Hassle free service
25
  Deliver more value than the customer expectation
 Superior quality
 Care and concern

Operational Excellence:
 Proper systems, proper people, Proper training
 Defect free product & service
 Eye for detail, Fast and flexible, Communication
 Feedback, controls and correction mechanisms, cost control.

Product Leadership:
 Superior product
 Superior value
 Up-to-date
 Innovation and creativity

To foster intellectual capital:

 Focus on people
 Build knowledge
 Build creativity
 Build talent at all levels
 To Nurture “Thinking”, “Analysis”, and “Innovation”.

ORGANIZATIONAL GOALS

a) To foster a nurturing work environment

b) To develop leadership at all levels through effective delegation
c) To develop people at all levels through empowerment
d) To sharpen skills at all levels through focused training
e) To encourage creativity and value addition at all levels.
Organization Philosophy-Ordinary people doing extra-ordinary things.
VISION STATEMENT

26
Fast:

To display a sense of urgency and bias for action and to react quickly to market changes, customer needs an
team members input as a company and individual team member.

Focused:

To display a spirit of continuous improvement, dedicate energy, attention and resources to make our
processes and practices as efficient and effective as possible.

Flexible:

Cooperation and teamwork among the team members and between departments and properties will keep the
company aligned and increased productivity. The company continuously encourages the idea exchange and
participative decision making.

People:

At Hotel Green Park the people are valued as the most treasured asset

DOLPHIN HOTEL

VISAKHAPATNAM PROFILE

Hotel DOLPHIN – Visakhapatnam is located in the heart of the city, at close proximity to the railway station
and business center and takes about 20 minutes to reach the Airport.

The Address of the Hotel is

DOLPHIN HOTEL,
#126-1-15,
Dabagardens,
Visakhapatnam-2,
Andhra Pradesh,
India.

27
Telephone : 0891-6666677
Fax : 0891-6622458
Website : dolphinhotels.com
Total Rooms: 110
No. of Floors: 06
Hotel Ratings: 4 star
Hotel Type : Business and Leisure Hotel

Basement:
Department of HRD, G&A, Stores purchase, Housekeeping, Laundry, Locker, time-office, Cafeteria,
Kitchen, Stewarding and Security offices.
Lobby Level:
Gm’s office, front office, Banquet sales, Marketing department, F&B outlets-Princes, southern spice,
memories of china, main kitchen and 5 banquet halls.

Rooms:
 Executive rooms - 45
 Deluxe rooms - 26
 Business club - 25
 Executive suit - 05
 Quality Suit - 09

Floor Wise Rooms:

 First Floor - 06
 Second Floor - 28
 Third Floor - 28
 Fourth Floor - 25
 Fifth Floor - 08
 Sixth Floor - 15

They have Five Food and Beverage outlets located as follows:

 PRINCESS - Multi cuisine restaurant.

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  SOUTHERN SPICE - Special South Indian restaurant.
 MEMORIES OF CHINA - Special Chines restaurant.
 ESCAPE - The fun place
 PROMENADE - The Open air café.
The various Conference & Banquet facilities available in Hotel Dolphin
 Chancery - The largest with a capacity of 300 people
 Consulate - With the capacity for 50 Persons
 Embassy - With the capacity for 15 Persons
 Gardena - Open air with a capacity for 50-60 persons
 Meadows - Open air lawns with capacity for 1500 people

Board of Directors

Chairman Mr. G. Harischandra Reddy

Vice Chairman Mr. G.V. Prasad

Executive Director Mrs. A. Parvathy Reddy

Director Mr. K.V. Ravindra Reddy

Director Mr. G. Harischandra Prasad
Director Mr. K. Satish Reddy
(Chairaman - Dr.Reddy’s Labs Ltd)

29
Director Mrs. G. Anuradha Reddy
Director Mrs. G. Shyamala

Managers at the corporate office

Chief Executive Officer (CEO) Mr. B. Gautam

President Mr. K. Mohan Krishna

Vice President - Finance Mr. M.N Narayana Murthy

Senior General Manager – Operations Mr. S.Venkateswara Rao

General Manager - Business Development Mr. K. M. RAO

General Manager – Business Process

Mr. K. A. Srinivas
Management

General Manager - Projects Mr. P. Rangaswamy

General Manager - Project, Renovation & HK Mr. Manesh

30
 Managers at Dolphin - Visakhapatnam

Designation Name of the Manager

General Manager Mr. Barani

Executive Chef Chef Subbarayalu

Asst Manager Front office Mr. Kousik

F&B Manager Mr. Santosh Tewary

Manager House Keeping Mr. Kumar

Manager HR Mr. Sathayanarayana

Asst. Manager Training Mr. Prasad Makala

Finance Manager Mr. Ch. V. Rajsekhar

Director Sales Mr. I. V. Vasu

Dy Manager -- Purchase Mrs. B. Aruna Devi

Asst Security Officer Mr. Kishore Kumar

IT Executive Mr. Gopi

Chief Engineer Mr. Ramanaraju

Doctor Dr. V.V. Rao

31
 DEPARTMENTAL FUNCTIONS IN

HOTEL DOLPHIN
As mentioned earlier various departments for the basis hotel dolphin. The functions of each of the
departments are described as below.

FRONT OFFICE DEPARTMENT

Hospitality is the basic component in the hoteleiring industry, and the Front Office department is all about
hospitality and image building. Front Office is the first department with which the guests come in contact;
therefore it is up to this department to keep up the image of the hotel.

The personnel in the Front Office department receive the guests and guide them to their rooms or required
places, offering them helpful guidance whenever requested. Since the Front Office personnel are the personnel
with whom most frequent contact is established by the visitors, they need to possess a pleasing demeanor under
all situations. The various sections of this department are telephone, reservations, reception, bell desk, cashier,
hospitality desk, business center.
This department as it is the first to come in contact with the guests it implies to this department to impress a
good image of the hotel to the guests.

HOUSE KEEPING DEPARTMENT

The House Keeping department looks after the overall sanitation of the hotel. It contains an executive,
supervisors, houseman and other staff. The primary job of the department is to see that all areas of the hotel are
kept clean. If falls upon the House Keeping department to change the bed sheets, linen etc… in the individual
rooms and take care of the laundry requirements of the guests.

The House Keeping department plays a prime role in bolstering the image of the hotel for it’s an essential
service and bears direct contact with the guests.
The house keeping departments works in three shifts. They are-
SHIFT A - 7.00 To 13.00 Hrs
SHIFT B - 13.00 to 22.00 Hrs

32
SHIFT C - 22.00 to 7.00 Hrs
The following are the files and registers at DESK of House keeping…
 Guest calls
 Departure
 Key
 Staff placement
 Briefing
 Guest comment
 Logbook
 Attendance
 Handover
 Staff movement
 Lost & Found
 Job order

ENGINEERING DEPARTMENT

This is the unique department handling exclusive by the technical aspect of the hotel. This department acts, as
the nerve center to carry out the operations in the hotel every department is directly dependent on this
department.
It supplies each department with the required proportion of power. It also looks into the repairs allover the
hotel including the pipelines. The water supplied in the hotel is first processed in its processing plant and then
let out; therefore every basic necessity of the entire hotel is fulfilled by this department.

SECURITY DEPARTMENT

In the ancient treaties, the Arthasastra, Kautilya give great element of importance to the maintenance of
security at home and outside. Indeed, security is a very important aspect of running a hotel, for when people
walk in unsuspectingly to be your guest, its imperative that due importance should be given to their life and
belongings.
Over here, the Security department consists of an executive, four supervisors working on contract and their
crew. Among the functions of the security department are included.

33
  Checking of non-executive staff.
 Checking of all in and out movements.
 Surveillance of the entire hotel.
 Curtaining non-disciplinary actions.
 Surveillance of hotel staff.
 Emergency duties like fire fighting etc…

A unique feature of the security department is that is possesses a key to every department in the hotel.
The boys are distributed on geographic bases in the hotel premises. Two boys at the gate, one in the lift
each in each floor and two at the office. The supervisor is one for each shift.

FINANCE DEPARTMENT

The accounts department is headed by the Finance manager and is assisted by 2 Dy. Manager. This
department runs with 25 staff members. Being a major for any organizations, very minutest detail must be
taken care of and hence, the accounts staff is responsible for off. Account department has to cooperate and
coordinate so that the company is operational a break-even with less occupancy ration.

FOOD & BEVERAGE (SERVICE) DEPARTMENT

It acts as a medium through which the services produced are offered to customers. Its restaurant service
offers its services to the customers in the three eloquent restaurants namely.
 Southern Spice
 Princess
 Escape (the bar)
While the room service is meant for the guests residing in the rooms of the hotel. The Banquet service
looks after the gathering and functions conducted in the hotel premises.
This department is headed by an executive followed by the captains leading their teams to offer their best
services to their guests.

34
 FOOD & BEVERAGE (PRODUCTION) DEPARTMENT

A hotel gains its reputation through the quality of services it offers to its customers among the variety of
services catering is the prime service. It is so because this is the aspect in which one hotel distinguishes its self
among others.
F & B (P) is the department, which holds the key responsibility for this service. This department cooks food
to cater the tastes of its customers. It is divided into Indian, Continental and Chinese. In each section com-I is
the head. The type of food ordered for is prepared in its exclusive section.

KITCHEN STEWARDING DEPARTMENT

While the Chefs go about their working chores, it is necessary that there should be some one to take care of the
sanitary requirements of the kitchen, maintain the cooking utensils etc. The kitchen steward department steps
into fulfill the role.

The kitchen stewards department consists of an executive, assistances and contract workers and member of
his staff. It falls upon the department to see that the conditions of the kitchen are hygienic, that all the plates,
utterly and working utensils are washed and kept clean, that the various appliances in the kitchen and see that
they are supplied to the same. In short, the hygiene of the food being served to the guest depends a lot on the
efficiency of the kitchen stewards department.

The department mainly consists of contract workers on the work front. This department has also an
additional responsibility to observe the efficiency of its workers and appoint them as permanent work force in
the hotel.

HR ACTIVITIES

The following are the human resources activities followed by Dolphin, Visakhapatnam.
HR Functions:

 Recruitment and Selection

 Induction

 Time office function like attendance, leaves, absenteeism, personal grooming

35
  Maintaining personal files, Performance Appraisal

 Training and Development

 Compensation management

 Taking care of statutory compliance like ESI, PF etc…

 Welfare facilities like picnic, award functions and sports

 Career development programs.

Salaries are calculated from 26th of previous month to till 25th current month and pay slips are issued at one
day in advance. Salary credit is given withing the concerned bank account which is payable at UTI bank.
Attendance is taken on swipe cards.
Leaves:-

1. Earned Leaves:-

15 leaves are sanctioned for every year of service completed not more than 3 occasions in a year. It can
be carried forward and accumulated not beyond 60 days and also weekly offs between the leaves are eligible.
These leaves are attached with any leaves.

2. Casual leaves:-

There are 12 leaves per a calendar year not more that 3 days at a stretch. The weekly offs between the
leaves are not permitted and these leaves can be attached with any leave and cannot be carried forward.

3. Compensatory Off:-

Any employee who does the extra 4 hours of work over and above his regular duty is eligible to claim
any number of C’ offs at a stretch within 6 months from the date of accumulation. It can allow the weekly offs
between the leaves and they can attach with any leaves. The calculation of C’ off is if the work is above 4 hrs
and below 6 hrs it should be treated as half-day and above 6 hrs it is a full days.

36
 Training & Development

A separate cell called Green Park center for – Learning and Development (GPCLD) in HRD is dedicated to
co-ordinate the training and development activities. Training programs are organized from time to time as per
the requirement. The attendance during the training programs is also monitored and recorded for future
reference during the appraisal. Points are allocated to the participative employees in training programs are
taken into consideration.

Library:
All the employees are invited to make use of books available in the library for circulation & issued from the
library on a periodic basis.

Time Office Functions:

It checks the personal grooming, proper shaving, neat haircut, proper pressed uniform, short nails, well
polished brass buttons, shoe polishing, wearing black socks of the employees in the hotel.

Swipe Card System:

Swipe the card, which is provided by the HRD department. It is used for the entry into the company’s
premises, while going on a break and while sleeping, in the lockers. HRD department will take care to avoid
the proxy swiping by the employees, who swipe other cards, which is an indiscipline activity.

Absenteeism:
Absenteeism without intimation will be treated severely. An advisory memo will be sent to absentee beyond
3 days. It intimation has to be given by the employee to the concerned in charge personally. Incase of sickness
the employee has to get a medical certificate of sickness and fitness from the ESI doctor only.

Telephone Calls:
Personal calls are strictly not entertained. Messages are taken by the security guard and passed to the
concerned employee through a message slip. Urgent message will be passed to the concerned HOD as well as
to the employee.

Awards:
37
 1) Performer of the month
2) Service excellence award
3) Grooming excellence award
4) Customer delight quality suggestion award
5) Cost control suggestion award
6) Executive of the month
7) 100% Attendance for the quarter

Cafeteria:
Dolphin café is an in house café. It caters to all the hunger needs of all the employees, executives and managers
who can have their meals and snacks in the cafeteria during the prescribed timings. The means are charged at
subsidized rate however as under.

Item Timings
Break Fast 6.30 - 8.00 am
Veg. Non-Veg Lunch 12.00 - 14.30 pm
Tea 16.00 - 16.30 pm
Veg. Non-Veg Dinner 18.30 - 21.00 pm
Mid Night Snacks 1.00 - 1.15 am

Any suggestion to improve the effectiveness / performance of cafeteria, are welcome and may be put in the
suggestion Box specially located in the cafeteria for the members.

MARKETING ACTIVITIES

It is headed by Marketing Manager. He is assisted by Marketing Executive, sales executive and sales
Coordinator.

Sales in Hotel

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Rooms, Conference halls, Restaurants and Banquets.

Functions of Sales Department

1) Airport Sales:
Hotel Dolphin manages an airport counter, up keep of tariff sheets, visiting cards and photographs,
depicting various activities and amenities that are normally provided.

 Departure Lounge
Guest will be waiting in the departure lounge, waiting to board the plane. Hence, they can give
visiting cards, tariff sheets and convey good account of the hotel as reference.
 Arrival Lounge
Hotel Green Park can speak to the quest and if they find they do not have a confirmed
reservation with any hotel, Green Park can invite them to stay at their rooms and arrange
transport for the guest.

2) Oral Selling Public Relations:

Hotel Green Park interacts with Firms, Companies, Corporates, Insurance companies, Shipping
companies, Licensing agents and meets the top head and explains the services Green Park is rending to
the valued customers across the country and to make them put their case in Green Park, Visakhapatnam.

3) Sponsorships:
For conducting food festivals, Green Park may approach some companies and get some sponsorship.

4) Press Release:
 Put a poster in place where lots of people come from different parts of the country.

 Introductory Letters are sent to company officials to whom Green park arranges at the airport/railway
station for bringing parties.
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  “THANK YOU” letters are sent to quests that have stayed with Dolphin and are satisfies and left happy
with cherished memories.
 “Discount Letters” are sent to companies who can assure of a certain granted rooms in a year so that
high occupancy ratio can be achieved.
 In House Marketing Staff meet quests during break fast/ lunch/ dinner in the rooms or in the lobby, by
group or individuals and quests are look after well by group coordinators. They shall go a long way in
marketing the quests feel homely after their tiresome day to staff.

ACHIEVEMENTS OF HOTEL DOLPHIN

H&FS Awards for excellence in Hospitality

1. Mr. Varghese George, Vice President, Dolphin Hyderabad Awarded General Manager of the year 1998
2. Mr. K.V. Madhu Nair, Dolphin , Visakhapatnam Awarded General Manager of the year-Economy Hotel
1999.
3. Mr. Mohan Krishna, Dolphin, Hyderabad Awarded Front Office Manager of the Year- 1999.
4. The Best Economy Business Hotel in India-2002.
5. Best Tourism Awards 2002 Dolphin, Visakhapatnam.

Nominations
1. Best Economy Hotel, DOLPHIN, Hyderabad, 1994
2. Best General Manager, DOLPHIN, Visakhapatnam, 1997
3. Best General Manager, DOLPHIN, Hyderabad, 1997
4. Best General Manager, DOLPHIN Hyderabad, 1998
5. Best Front Office Manager, DOLPHIN, Hyderabad, 1998
6. Best General Manager, DOLPHIN, Visakhapatnam, 1998
7. Best House Keeping of the year, DOLPHIN, Hyderabad, 1999
8. Best Economy Hotel, DOLPHIN, Visakhapatnam,1999
9. Best Economy Hotel in India DOLPHIN, Visakhapatnam, 2001

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 CHAPTER- 4
THEORITICAL FRAMEWORK

41
 THEORETICAL FRAME WORK OF
TRAINING&DEVELOPMENT

Introduction of Training & Development:

Organization and Individual should develop and progress simultaneously for their survival and attainment of
mutual goals. So every modern management has to develop the organization through human resource
development. Employee training is a specialized function and is one of the fundamental operative functions for
human resources management.

Definition:

According to Goldstein “The acquisition of skills, or attitude that result in improved performance in an on-the-
job situation”.

According to Dale S. Beach “The organized procedure by which people learn knowledge and / or skills for a
definite purpose”.

“The systematic development of the attitude / knowledge / skills behaviour pattern required by an individual
in order to perform adequately a given task or job”.

NEED FOR TRAINING

Every organization big or small, productive or non-productive, economic or social, old newly established
should provide training to all employees irrespective of their qualification, skills, suitability for the job etc.,
thus, no organization can choose whether or not to train employees.
Training is not something that is done once to new employees, it is used continuously in every well run
establishment. Further, technologies changes, automation, require up-dating the skills and knowledge. As such
an organization has to retrain the old employees.
Specifically, the need for training arises due to the following reasons:
i. To match the employee specifications with the job requirements and organizational needs

42
 ii. Organizational viability and the transformation process
iii. Technological advances
iv. Organizational complexity
v. Human Relations
vi. Change in the job Assignment

IMPORTANCE OF TRAINING

The importance of human resource management to a large extent depends on human resource development.
Training is the most important technique of human resource development. As stated earlier, no organization
can get a candidate who exactly matches with the job and the organization requirements. Hence, training is
important to develop the employee and make him suitable to the job.

Job and organization requirement are not static, they are changed from time to time in view of technological
advancement and change in the awareness of the Total Quality and Productivity Management (TQPM). The
objectives of the TQPM can be achieved only through training as training develops human skills and efficiency.
Trained employees would be a valuable asset to an organization. Organizational efficiency, productivity,
progress and development to a great extent depend on training. Organizational objectives like training.
Training is important as it constitutes significant part of management control.
Training enhances 4Cs viz. competence, creativity and contribution for the organization.

BENEFITS OF TRAINING

How Training Benefits the Organization:

 Leads to improved profitability and / or more positive attitudes toward profits orientation.
 Improves the job knowledge and skills at all levels of the organization
 Improves the morale of the workforce
 Helps people identify with organizational goals
 Helps create a better corporate image
 Fosters authenticity, openness and trust
 Improves the relationship between boss and subordinate
43
  Aids in organizational development
 Learns from the trainee
 Helps prepare guidelines for work
 Aids in understanding and carrying out organizational policies
 Provides information for future needs in all areas of the organization
 Organization gets more effective in decision-making and problem solving
 Aids in development for promotion from within
 Aids in developing leadership skill, motions, loyalty, better attitudes and other aspects that successful
workers and managers usually display
 Aids in increasing productivity and / or quality of work
 Helps keep costs down in many areas, e.g. production, personnel, administration etc.
 Develops a sense of responsibility to the organization for being competent and knowledgeable
 Improves labour-management relations
 Reduces outside consulting costs by utilizing competent internal consulting
 Stimulates preventive management as opposed to putting out fires
 Eliminates sub-optimal behaviour
 Creates an appropriate climate for growth and communication
 Aids in improving organizational communication
 Helps employees adjust to change
 Aids in handling conflict, thereby helping to prevent stress and tension.

Benefits to the Individual which in turn ultimately should benefit the Organization:

 Helps the individual in making better decisions and effective problem solving
 Through training and development, motivational variables of recognition, achievement, growth,
responsibility and advancement are internalized and operationalised
 Aids in encouraging and achieving self-development and self-confidence
 Helps a person handle stress, tension, frustration and conflict
 Provides information for improving leadership knowledge, communication skills and attitudes
 Increases job satisfaction and recognition
 Moves a person towards personal goals while improving interactive skills
 Satisfies personal needs of the trainer
44
  Provides the trainee an avenue for growth and a say in his/her own future
 Develops a sense of growth in learning
 Helps a person develop speaking and listening skills; also writing skills when exercise are required.
 Helps eliminate fear in attempting new tasks.

Benefits in Personnel and Human Relations, Intra and Inter-group Relations and Policy
Implementation:
 Improves communication between groups and individuals
 Aids in orientation for new employees and those taking new jobs through transfer or promotion
 Provides information on equal opportunity and affirmative action
 Provides information on other governmental laws and administrative policies
 Improves inter-personal skills
 Makes organization policies, rules and regulations viable
 Improves morale
 Builds cohesiveness in groups
 Provides a good climate for learning, growth, and co-ordination
 Makes the organization a better place to work and live.

TRAINING AND EDUCATION

Training is concerned with increasing the technical skills and knowledge and operative skills in doing a
particular job. It includes acquiring not only technical skills and knowledge, but also behavioural skills and
knowledge, general knowledge, social knowledge and the like the purpose of education is to develop
individuals. It is concerned with the changing environmental, political and social developments. Education is
not only through formal instruction in the educational institutes, but also through training, observation,
awareness and so on and so forth. Training normally has a more immediate and specific utilitarian purpose
whereas education has long-run and general utility. It can be said that training alone since human resource can
exert their full potential only when the learning process goes for beyond simple routine.

Training Objectives:
45
  To prepare the employee both new and old to meet the present as well as the changing requirement of
the job and the organization.
 To prevent obsolesce.
 To impart the entrants the basic knowledge and skills they need for an intelligent performance of
definite job.
 To prepare employees for higher level tasks.
 To assist employees for higher level tasks.
 To assist employees to function more effectively in their present position by exposing them to the latest
concepts, information and techniques and developing the skills they will need in their particular fields.
 To build up a second line of competent officers and prepare them to occupy more responsible positions.
 To broaden the minds of senior managers by providing them with opportunities for an interchange of
experiences within and outside with a view to correcting the narrowness of outlook that may arise from
over specialization.
 To develop the potentialities of people for the next level job.
 To ensure economical out put or required quality.
 To promote individual and collective morale, a sense of responsibility, cooperative attitudes and good
relationships.

Assessment of Training Needs:

Training needs are identified on the basis or organizational analysis, job analysis and man analysis. Training
programme, training methods and course content are to be planned on the basis of training needs. Training
needs are those aspects necessary to perform the job in an organization in which employee is lacking attitude/
aptitude, knowledge, skill.
Training needs = Job and Organizational requirement = Employees Specifications.
Training needs can be identified through identifying the organizational needs based on:

1. Organizational Analysis:
This includes analysis of objectives, resources utilization, environment scanning and organization climate;
organizational strengths and weakness in different areas like accidents, excessive scrap, frequent breakage of
machinery of machinery, excessive labour turn-over, market, production schedule, raw materials, and other
production areas, personnel, finance etc.

46
2. Departmental Analysis:
Departmental strength and weakness including special problems of the department or a common
problem of a group of employees like acquiring skills knowledge in operation computer by accounting
personnel.

3. Job/Role Analysis:
Thus includes study of jobs/roles, design of jobs due to changes, jobs enlargement, and job
enrichment etc.

4. Manpower Analysis:
Individual strengths and weakness in the areas of job knowledge, skills etc.

Assessment Methods:
The following methods are used to assess training needs:
a. Organizational requirements/weakness.
b. Departmental requirements/weakness.
c. Job specifications and employee specifications.
d. Identifying specific problems.
e. Anticipating future problems.
f. Management’s requests.
g. Observation.
h. Interviews.
i. Group conferences.
j. Questionnaire surveys.
k. Test or examinations.
l. Check lists.
m. Performance Appraisal.

Training content for different categories:

47
 Training methods and content may not be the same for different categories of employees.

Supervisory Training:
Supervisors mostly learn to supervise under the guidance of a manager. Hence, the emphasis should be
on the on-the-job training methods. These methods can be supplemented by various on-the-job training
methods. Course content of training to this category includes. Production control, organization methods,
work/activity control, method study, time study, job evaluation, company policies and practices, personnel
policies, procedures, programmes, training the subordinate, grievance handling, disciplinary procedure,
communication, effective instruction, reporting writing, performance appraisal, personnel records, dealing with
absenteeism, labour turnover industrial and labour laws, leadership qualifies etc.

Learning Principles:
Models of human learning are studied in order to find out the reasons for fast accurate learning. The
principles or learning developed by Sikula are as follows:
 All human beings can learn.
 An individual must be motivated to learn. Learning is active but not passive.
 Learners may acquire knowledge more rapidly with guidance. Feedback ensures improvement in speed
and accuracy of learning.
 Appropriate material (like case studies, tools, problems, reading etc.) should be provided.
 The learner must secure satisfaction from learning. Education must fulfill human needs, desires an
expectations.
 Standards of performance should be set for the learner. Individual differences play a large part in
effectiveness of the leaning process.
 Learning is cumulative process.
 The rate of learning decreases when complex skills are involved.
 Learning is closely related to attention and concentration.
 Learning involves long-run retention and immediate acquisition of knowledge.
 Accuracy deserves generally more emphasis than speed.
 Learning should be a goal-oriented.

Teaching Principles:

48
 In addition to learning principles, teaching principles should also be taken care fro effective training:
 The employee must be taught to practice only the correct method of work.
 Job analysis and motion study techniques should be used.
 Job training under actual working conditions should be preferred to classroom training.
 Emphasis should be given more on accuracy than speed.
 Teaching should be at different time-intervals.
 It should be recognized that it is easier to train young workers than old workers due to their decreasing
adaptability with the increase in age.

Principles of Training:
Providing training in the knowledge of different skills is a complex process. A number of principles have been
evolved which can be followed as guidelines by the trainees. Some of them are as follows:

1. Motivation: As the effectiveness of an employee depends on how well he is motivated by

management, the effectiveness of learning also depends on motivation. In other words, the trainee will
acquire a new skill or knowledge thoroughly and quickly if he or she is highly motivated. Thus, the
training must be related to the desires of the trainee such as more wages or better job, recognition, status,
promotion etc., the trainer should find out the proper ways to motivate experience employees who are
already enjoying better facilities in case of retaining.

2. Progress Information: It is has been found by various research studies that there is a relation
between learning rapidly and effectively and providing right information specifically and as such the
trainer should not give excessive information or information that can be misinterpreted.

3. Reinforcement: The effectiveness of the trainee in, learning new skills or acquiring new knowledge
should be reinforced by means of rewards and punishments. Examples of positive reinforcement are
promotions, rise by means of rewards and punishments are also called reinforcements. Management
should take care to award the successful trainees.

Areas of Training:
49
 Organization provides training to their employees in the following areas:
1. Company polices and procedures.
2. Specific Skills
3. Human Relations
4. Problem solving
5. Managerial and supervisory skills and
6. Apprentice training

a. Company Policies and Procedures: This area of training is to be provided with a view to
acquainting the new employee with the company Rules, practices, procedures, traditions, management,
organization structure, environment product/services offered by the company etc.
This acquaintance enables the new employee to adjust himself with the changing situations. Information
regarding company rules and polices creates favorable attitudes of confidences in the minds of new
employee about the company and its products/services, as well as it develops in him a sense of respect for
the existing employees of the company and the like. The company also provides first hand information to
the employees about the skills needed by the company, its development programmes, quality of
products/services and the like. This enables the new employees to known his share of contribution to the
organization’s growth and the development.

b. Training in specific Skills: This area of training so to enable the employee more effective on the
job. The trainer trains the employee regarding various skills necessary to do the actual job/for, example
the clerk in the bank should be trained in the skills of making entries correctly in the edge. Skills and
arithmetical calculations, quick comparison of figures, entries and the like. Similarly, the technical
officers are to be trained in the skills of project appraisal, supervision, follow-up and the like.

c. Human Relation Training: Human relations training assume greater significance in

organizations as employees have to maintain human relations not only with other employees but also
with their customers. Employees are to be trained in the areas of seld-learning, interpersonal
competence, group dynamics, perception, and the like. This training enables the employees for better
team work, which leads to improved efficiency and productivity actively in such meetings.

d. Problem solving Training: Most of the organizational problems are common to the employees
dealing the same activity at different levels of the organization. Further some of the problems of

50
 different managers may have the same root cause. Hence, management may cal together all managerial
personnel to discuss common problems so as to arrive at effective solutions across the table. This not
only helps in solving the problems but also serves as a forum for the exchange of ideas and information
that could be utilized. The trainer has to organize such meetings train and encourage the trainees to
participate actively in such meetings.

e. Managerial and Supervisory Training: Even the non managers sometimes perform
managerial and supervisory functions like planning, decision- making, organizing, maintaining inter-
personal relations, directing and controlling. Hence, management has to train the employee in
managerial and supervisory skills also.

f. Apprentice Training: The Apprentice Act, 1961 requires industrial units of specified industries to
provide training in basics skills and knowledge in specified trades to educated unemployed/apprentices
with a view to improving their employment opportunities or to enable them to start their own industry.
This type of training generally ranges between one year to four years. This training is generally used
for providing technical knowledge in the areas like trades, crafts etc.

TRAINING METHODS

As a result of research in the field of training, a number of programmes are available. Some of these are
new methods. While others are improvements over the traditional methods. The training programmes
commonly used to train operative and supervisory personnel are discussed below. These programmes are
classified into on-the-job and off-the-job training programmes.

On-The-Job Training Methods:

This type of training also known as job instruction training, it is most commonly used method. The
individual is placed on a regular job and taught the skills necessary to perform that job. The trainee learns
under the supervision and guidance of a qualified worker or instructor. On-the-job training has the advantage of
giving first hand knowledge and experience under the actual working conditions. While the trainee learns how
to perform a job, he is also a regular worker rendering the services for which he is paid. The emphasis is placed
on rendering services in the most effective manner rather than learning how to perform the job. On-the-job
training method includes:

51
  Job Rotation: This type of training involves the movement of the trainee from one job to another.
The trainee receives job knowledge and gains experience from his supervisor or trainer in each of the
different job assignments. This method gives an opportunity to the trainee to understand the problems
of employees on other jobs and respect them.

 Coaching: The trainee is placed under a particular supervisor who functions as a coach in training
the individual. The supervisor provides feed back to the trainee on his performance and offers him some
suggestions for improvement. Often the trainee shares some of the duties and responsibilities of the
coach and relieves him of his burden. A limitation of this method of training is that the trainee may not
have the freedom or opportunity to express his own ideas.

 Job Instruction: This method is also known as training through step by step. Under this method,
the trainer explains to the trainee the way of doing the job, job knowledge and skills and allows him to
do the job. The trainer appraises the performance of the trainee, provides feedback information and
corrects the trainee.

 Committee Assignments: Under the committee assignment, a group of trainees are given and
asked to solve an actual organizational problem. The trainees solve the problem jointly. It develops
team work.

Off-The-Job Training Methods:

Under this method of training, the trainee is separated from the job situation and his attention is focused
upon learning the material related to his future job performance. Since the trainee is not distracted by job
requirements, he can place his entire concentration on learning the job rather than spending his time in
performing it.

 Vestibule Training: In this method, actual work conditions are simulated in a class room.
Materials, files and equipment which are used in actual job performance are also used in training. This
type of training is commonly used for training personnel for clerical and semi-skilled jobs. The duration
of this training ranges from days to a few weeks. Theory can be related to practice in this method.

52
  Role Playing: It is defined as a method of human interaction that involves realistic behaviour in
imaginary situations. This method of training involves action, doing and practice. The participants play
the role of certain characters such as the production manager, mechanical engineer, superintendents,
maintenance engineers, quality control inspectors, foremen, workers and the like. This method is mostly
used for developing inter-personal interactions and relations.

 Lecture Method: The lecture is a traditional and direct method of instruction. The instructor
organizes the material and gives it to a group of trainee’s n the form of a talk. To be effective, the
lecture must motivate and create interest among the trainees. An advantage of the lecture method is that
it is direct and can be used for a large group of trainees. Thus, costs and time involved are reduced. The
major limitation of the lecture method is that it does not provide for transfer of training effectively.

 Conference or Discussion: It is a method in training the clerical, professional and supervisory

personnel. This method involves a group of people who pose ides, examine and share facts, ideas and
data, test assumptions and draws conclusions, all of which contribute to the improvement of job
performance. Discussion has the distinct advantage over the lecture method, in that the discussion
involves two-way communication and hence feedback is provided. The participants feel free to speak in
small groups. The success of this method depends on the leadership qualities of the person who leads
the group.

 Programmed Instruction: In recent years, this method has become popular. The subject matter
to be learned is presented in a series of carefully planned sequential units. These units are arranged from
simple to more complex levels of instruction. The trainee goes through these units by answering
questions or filling the blanks. This method is expensive and time consuming.

TRAINING & DEVELOPMENT IN GPV

Dolphin Center for Training & Development (GPCL). Is the name given to the training & development
department of HRD. This special cell is dedicated to coordinate the training programmers, which are to be
organized from fire to tinsel, depending on the specific requirements of the employees that are traced over a
period of time. The absence during the training programmed in also maintained & recorded for the further
references during the appraisals, where in prints have been allotted by then taking into consideration the
attendance in the training activities.

53
 In Dolphin they have a schedule i.e. fished to the individual employees pee year basis. Where in one has to
attend 12 one day training programmers in an financial year.
These 8 days are divided into 4 grater months of 3 snorts each.
1st Quarter - April, May, June
2nd Quarter - July, August, September
3rd Quarter - October, November, December
4th Quarter - January, February, March
Finally employees are pained with feed back for many of the training programs and the trainees are given the
appraised or result of the training program or its impact on the employees.

Vision of GPCLD (TRAINING CELL)

The vision of training cell in involve by the people to enable the Dolphin to be the best learning organization.
Focus on people- Learning.
Making people bear to learn.
Knowledge – Management, sharing, transparence.
Prepare people for tomorrows needs.
Involve middle level manages or role because of imitativeness.

MOTTO OF HRD & GPCLD

The Motto of GPCLD in Green Park Human Resource development are basically the 5Cs
o Concepheal Clarity
o Communication
o Creativity
o Cost Conscious
o Commitment
Here training is nee based, is provided.

FUNCTIONS OF TRAINING CELL

54
  Training & Development are given a lot of importance.
 A separate cell GPCLD in HRD is dedicated to coordinate the training activities.
 Training programmes are organized from time to time as per the requirement of the job and the
employees.
 The attendant of the selected employees is compulsory and during the training also maintained as they
are used for the further of referencing the employees for appraisals.
 Prints are allocated talking into confederation the attendance of the training activities.
 Collection of training materials.
 Process of performance appraisals.
 Induction of the new entrant into the employee role.
 Change of the trainees department from time to time.
 Maintains of list of training programmers& attendance.

JOB TRAINING IN GPV

DOLPHIN being the efficiency player would always feel that its front – office is performing at its best. Any
kind of deficiency found in the front – office will be imbibed by the required cognitive inputs of training given
by the efficient training personnel. In reality, the training in Green Park is always a persistent test deficiency
should arise.

DOLPHIN trains its front office personnel after identifying the needs by the interaction with the concern
individual, concern superior, concern managers & the concern HOD or in charge and referring the appraisal
discussions by the duty managers & their feed back. Finally individual interaction, personnel cocenslling
feedback & discussion with employees.

Steps:
Need for Training Possible Solutions Training Result Feed back

TRAINING & DEVELOPMENT POLICY ON STAFF

55
1. Preamble: After recruitment the next important function in the hospitality industry is Training only
with proper training we can ensure quality service to the customer. Training the staff not only improves
the quality of work but also becomes a very powerful motivational tool for the person. Training helps in
making the staff multiskilled, nurtures their inner talents for organizational benefit and provides scope
for self – growth and development. Training also fulfills the dynamic growth needs of the organization.
There fore a strong training philosophy is needed backed by certain guidelines. This policy is being
formulated to strengthen the training functions of the hotel.

2. Objectives:
The main objectives of the training policy are:
a) To establish a system for budgeting for training of staff and executives
b) To make the staff both specialized and multi – skilled in relative areas to optimize their
performance.
c) To identify and nurture innate talents of staff members through training for bringing optimum
benefit both to the organization and to the individual
d) To make clear the criteria of selection of various training methods and their applicability.
e) To provide equal opportunity to all the employees who are in the same cadre as per their training
requirements
f) To carefully nurture the deserving for assuming higher level responsibility and achieve the
organizational goals.

3. Stages in the training process:

The process of training would go through the following stages:
 Budgeting of training
 Sources of Trainer
 Eligibility and the requirement of training
 Preparation of the training calender

4. Criteria for imparting training:

56
 While evaluating the training requirements for each of the employees, the following sources shall be
considered.
 A feed back from the immediate seniors in the department and any specific request from the
individual

Training Programs

There are 2 types of training programs that are adopted in GPV

 The Internal
 The External
Where in under internal there are 2 types
 The Mandatory
 Regular Schedule
And under the external there are 3 types
 The executives and managers
 The suspensors
 The staff

The point is noted here is that the “External Training” program is taken up by the manager or any other
executive for a period of 2 days. Where as the trainers from out side consultancies come to the organization to
train or make the employees learn is the process of “Internal Training”.
TRAINING NEED AND IDENTIFICATION IN DOLPHIN HOTEL
The format of training calenders attached below, these training identfication sheets will be marked to every
individual employee while doing his/her apprisal by the HOD in presence of the unit head, HR manager and the
Training manager
The individaual training sheets is attached for reference

SECURITY DEPARTMENT:

FOOD AND BEVERAGE SERVICE

57
ACCOUNTS

58
59
60
CHAPTER – 5
DATA ANALYSIS &
INTERPRETATION

61
 ANALYSIS AND INTERPRETATION

1. Respondents view whether Training and development is given adequate importance in your
organization:
Table No. 4.1 (a)
Sl.No OPTIONS No. of Percentage
Respondents
1 Yes 100 100
2 No - 0
Total 100 100

Diagram No.4.1 (a)

100

100
80
% of
60
Responde
40
nts 0
20
0
yes no

Analysis:
From the table 4.1 (a) we understand that 100% of the respondents said that the training and development is
given adequate importance in their organization.
The analysis indicates the fact that majority of the respondents are aware of the importance of training &
development programs and they exhibited a satisfaction.

If yes then why?

62
 Table No.4.1 (b)
Sl.No OPTIONS No. of Percentage
Respondents

1 Cope up with changing 8 8

Technology
2 Develop potential ability 8 8
3 Prevent obsolescence 6 6
4 Improve efficiency 48 48

5 Confident to take-up 30 30
Challenges
Total 100 100

Diagram No.4.1 (b)

48
50
40 30
% of 30
Respondent
s 20 8 8 6
10
0
cope up Develop Eliminate Improve Confiden
Series1 8 8 6 48 30

Analysis:
From the above table 4.1 (b) we understand that Maximum of the respondent were of the opinion that
Training and Development is important to improve efficiency. Minimum of the respondents were of the
opinion that Training and Development is important to prevent obsolescence. The analysis indicates the fact that
majority of the respondents opined that training improves efficiency because being efficient is very important to
any job which will ultimately improve the productivity.

63
2. Respondents view regarding the improvement in their self confidence levels after attending
the training programmes:

Table No.4.2

Sl.No OPTIONS No. of Percentage

Respondents
1 To a Great Extent 30 30
2 To reasonable Extent 48 48
3 To a Small extent 14 14
4 Not at all 08 08
Total 100 100

Diagram No.4.2

48
50
40 30

% of 30
14
Respondents 20 8
10
0

Analysis:
From the table 4.2 we understand that Maximum of the respondents said that after attending the
training programmes organized improved their self confidence to a reasonable extent. Minimum of the
respondents said that not at all.
The above table indicates the fact that majority of the respondents are satisfied with the training
programmes organized to improve their self confidence

64
3. Respondents view regarding how interesting the training a programmes are:
Table No.4.3

Sl.No OPTIONS No. of Percentage

Respondents
1 Very interesting 54 54
2 Interesting 28 28
3 Average 18 18
4 Poor - -
Total 100 100

Diagram No.4.3

54
60

40 28
%of
Respondents 18
20
0
0
Very Interesting Average Poor
Series1 54 28 18 0

Analysis:
From the table 4.3 we understand that 54% of the respondents said that the training programmes are very
interesting 28% of the respondents said that the training programmes are interesting and 18%.
Maximum of the respondents said that training programmes organized were very interesting. Minimum
of the respondent rated the training programmes organized as average.

The above table indicates that the fact that majority of the respondents are satisfied with the training
programmes as the training programmes are conduced regularly with the efficient trainers.

65
4. Respondents view about how they rate the trainers:
Table No.4.4
Sl.No. OPTIONS No. of Percentage
Respondents
1 Excellent 46 46
2 Good 8 8
3 Average 46 46
4 Poor 0 0
Total 100 100

Diagram No. 4.4

46 46
50
40

%of 30
Resondents 20
8
10 0
0
Excellent Good Average Poor

Analysis:
From the table 4.4 we understand that Maximum of the respondents said that the trainers are excellent.
Minimum of the respondents said that the trainers are good.

The analysis of the above table indicates the fact that management has taken right care in selecting right
trainers. Hence majority of the respondents felt ht the trainers are giving excellent training.

5. Respondents view on Regularity of the Training and Development programmes organized:

66
 Table No. 4.5
Sl.No. OPTIONS No. of Percentage
Respondents

1 0-3 months 60 60
2 4-6 months 28 28
3 7-9 months 2 2
4 9-12 months 6 6
Total 100 100

Diagram No.4.5

60
60
50
40 28
%of
30
Respondents
20
2 6
10
0
0-3month 4-6month 7-9month 9-12month

Analysis:
From the above table 4.5 we understand that Maximum of the respondents said that training programmes
should be conducted at 0-3 months of regular intervals. Minimum of the respondents said that training
programmes should be conducted at 9-12 months.
The above analysis indicates that majority of the respondents want the training and development
programs to be conducted at an interval of 0-3 months, so that they can develop their skills and knowledge.

6. Respondents view on reasons for giving importance to training in to the organizational

growth:
67
 Table No. 4.6
Sl.No OPTIONS No. of Percentage
Respondents
1 Increasing organizational stability 34 34
and flexibility
2 Better performance of employees 48 48
3 Enhancement of production 8 8
4 Reduction in operational problems 10 10
Total 100 100

Diagram No. 4.6

48
50
34
40

% of 30
Respondents 20 8 10

10

0
Increasing Better Enhanceme Reduction in
Series1 34 48 8 10

Analysis:
From the table 4.6 we understand Maximum of the respondents said that training and development
programmes are helpful to the organization for enhancement of production. Minimum of the respondents said
that training and development programmes are helpful to the organization for enhancement of production. The
analysis above says that the maximum of the respondents feel that training and Development programmes
increased their skills & knowledge which resulted in improving their performance.

68
7. Respondents view regarding the level at which training and development programmes are
essential to the organization:
Table No. 4.7
Sl.No OPTIONS No. of Percentage
Respondents
1 Executive Level 8 8
2 Supervising Level 10 10
3 Staff Level 24 24
4 All the above 58 58
Total 100 100

Diagram No.4.7

58
60

40 24
% of
Respondents 10
20 8

0
Executive Supervisin Staff Levell All the
Series1 8 10 24 58

Analysis:
From the above table 4.7 we understand that Maximum no. of respondents and the training development
programmes are essential to all levels of the organization. Minimum no. of respondents said that training and
development programmes are essential at the executive level. The above analysis indicates that maximum no.
of respondents feel that training and development programmes are important to all irrespective of the level they
belong to. And the management is taking enough care in conducting training and development programmes to
all the employees.

69
8. Respondents view regarding the most effective training programmes:
Table No. 4.8
Sl.No OPTIONS No. of Percentage
Respondents
1 On the job/Internal 28 28
2 Of the job/External 8 8
3 Career development programmes 22 22
4 All the above 42 42
Total 100 100

Diagram No. 4.8

50 42

40 28
22
% of 30
Respondents 20 8
10
0
On the Of the Career All the
Series1 28 8 22 42

Analysis:

From the table 4.8 we understand that Maximum of the respondents said all the training programmes are
effective. Minimum numbers of respondents said off the job training programmes are effective.

The above analysis indicate that maximum no. of respondents were of the opinion that all the training
programmes are important. Because when they are exposed to different modes of training, their knowledge
would increase more rapidly.

9. Respondents view on the areas of HRD policies that should be related to the Training and
Development Programmes:
70
 Table No.4.9
Sl.No OPTIONS No. of Percentage
Respondents
1 Planning 32 32
2 Promotion 8 8
3 Appraisal System 18 18
4 All the above 30 30
Total 100 100

Diagram No. 4.9

40 32 30

30 18
% of
20 8
Resondents
10

0
Planning Promotion Apraisal All the
Series1 32 8 18 30

Analysis:

From the table 4.9 we understand that Maximum of the respondents were of the opinion that HRD
policies should be coordinated with planning. Minimum of the respondents were of the opinion that HRD
policies should be co-ordinate with promotion plans. The above analysis indicates that maximum no. of
respondents felt that they get encouragement to participate in the Training and Development programmes when
it is coordinated with planning as they feel that good planning encourages them to participate & management is
taking out enough time for planning.

10. Respondents view on the reasons that encouraged the organization to implement Training
and Development Practices:
Table No. 4.10

71
 Sl.No OPTIONS No. of Percentage
Respondents

1 To encourage the employees 30 30

2 To make them adjust to 0 0
organizational culture
3 To develop creativity, team work 62 62
& communication skills
4 To give relief from stress 8 8
Total 100 100

Diagram No. 4.10

80 62

60
% of 30
40
Respondents 8
20 0

0
To To make To devlop To give
Series1 30 0 62 8

Analysis:
From the above table 4.10, we understand that Maximum no. of respondents were of the opinion that to
develop creativity, teamwork and communication skills. Minimum no. of respondents were of the opinion to
give relief from stress.
The above analysis indicates that majority of the respondents felt that the management is giving training
to develop creativity team work and communication skills among them as they are the key elements.

11. Respondents view regarding the relationship between the Trainer and the Trainee:
Table No. 4.11
Sl.No OPTIONS No. of Percentage
Respondents
72
 1 Excellent 48 48
2 Good 24 24
3 Average 22 22
4 Poor 6 6
Total 100 100

Diagram No. 4.11

48
50

40
24 22
% of 30
Respondents 20
6
10

0
Excellent Good Average Poor

Analysis:

From the table 4.11 we understand that Maximum of the respondents said that that relationship between
the trainer and the trainee are excellent. Minimum of the respondents said that the relationship is poor.
The above analysis indicates that maximum no. of respondents said that the relationship between the
trainer and the trainee are excellent because of their behaviour and good communication skills they maintain
good relationship.

12. Respondents’ suggestions to improve the effectiveness of Training and Development

Programmes:
Table No. 4.12
Sl.No OPTIONS No. of Percentage
Respondents
1 Fully equipped training center is 16 16
needed
73
2 The frequency of T & D 6 6
programmes should be increased
3 Material should be provided during 22 22
T&D program like broachers etc.
4 Suggestion given in feedback form 14 14
must be considered for next training
programme.
5 All the above 42 42
Total 100 100

Diagram No. 4.12

50 42

40

% of 30 22
Respondents 16 14
20
6
10

0
Fully frequency Material Suggesti All the
Series1 16 6 22 14 42

Analysis:
From the table 4.12 we understand that Maximum no. of respondents were of the opinion that all the
above variables are required. Minimum no. of respondents were of the opinion that the frequency of Training
and Development programmes should be increased. The analysis indicated that majority of the respondents
opinioned that all the above suggestions have to be implemented to make training and development
programmes more effective.

13. Respondents view regarding the influence of Training and Development Programme in
increasing Productivity:
Table No. 4.13
Sl.No OPTIONS No. of Percentage
Respondents
1 100% 16 16
2 80% 36 36
3 50% 48 48
4 Less than 50% 0 0
Total 100 100
74
 Diagram No. 4.13

48
50 36
40
%of 30 16
Respondents 20
0
10
0
100% 80% 50% Less than
50%

Analysis:
From the table 4.13 we understand that Maximum no. of respondents said that they increased their
productivity up to 50%. Minimum no. of respondents said that they increased their productivity up to 100%.
The above analysis indicates that maximum no. of employees were not confident regarding Training and
Development programmes which enhanced the efficiency and increases organizational productivity.

14. Respondents view regarding the benefits after Training:

Table No. 4.14

Sl.No OPTIONS No. of Percentage

Respondents
1 Skills and knowledge 36 36
development
2 Personality Development 18 18
3 Adoptable to technological 0 0
4 Increase in you efficiency 14 14
5 All the above 32 32

75
 Total 100 100

Diagram No. 4.14

36
40 32

30
18
% of 14
20
Respondents
10
0
0
Skills Persona Adoptab Increase All the
and lity le to in you above
Series1 36 18 0 14 32

Analysis:
From the above table 4.14 we understand that Maximum no. of respondents said that they devalued their
skills & knowledge. Minimum no. of respondents said that they increased their efficiency.
The above analysis indicates that majority of the respondents felt that they developed their skills &
knowledge as they belong to hospitality industry where the focus is more on their skills and knowledge.

76
15. Respondents view on the reasons for satisfaction with Training and Development Facilities:
Table No. 4.15
Sl.No OPTIONS No. of Percentage
Respondents
1 Timely training programme 20 20
2 Personal development 24 24
3 Updating with latest technology 12 12
4 All the above 40 40
Total 100 100

Diagram No. 4.15

40
40
24
30 20
% of 12
20
Respondents
10

0
Timely Personal Updating All the
Series1 20 24 12 40

Analysis:
From the table 4.1 we understand that Maximum no. of respondents were of satisfied with Training and
Development facilities existing because of timely training programmes, personal development and updating
with latest technology. Minimum no. of respondents ere satisfied with the updating of latest technology.
The above analysis indicates that majority of the respondents exhibited their satisfaction with timely
training programmes updated with latest technology were their personnel development.

77
 16. Respondents view on the various methods used for collection of feedback:
Table No. 4.16
Sl.No OPTIONS No. of Percentage
Respondents
1 Questioners 46 46
2 Interviews 28 28
3 Tests 20 20
4 All the above 06 06
Total 100 100

46
50
40 28
20
% of 30
Respondents 20 6
10
0

Diagram No. 4.16

Analysis:
From the above table 4.16 we understand that Maximum no. of respondents feed back was
collected with the help of the Questioners form. Minimum no. of respondents feed back was through tests.
The above analysis indicates that maximum no. of respondents were of the opinion that Questioners
were the important way of fulfilling the feedback process for the future development.

78
 CHAPTER-6
FINDINGS AND SUMARY

79
 FINDINGS OF THE STUDY
A sample size of 100 employees was taken and the data was collected from them through questionnaires.

The findings from the analysis are:

 It was found that 96% of the respondents are aware of the importance of Training and Development

Programmes.

 It was found that a maximum 48% of the respondents feel that Training and Development programmes

improve efficiency.

 It was found that 48% of the respondents feel that the Training and Development programs improve

their self confidence levels after attending the Training Programs.

 It was found that a maximum of 54% of the respondents feel that the Training and Development

Programmes are very interesting.

 It was found that 46% of the respondents feel that trainers of the Training and Development

Programmes conducted are excellent.

 It was found that 96% of the respondents exhibited satisfaction towards the regularity of Training and

Development Programmes.

 It was found that a maximum 60% of the respondents are aware of the frequency of the Training and

Development Programmes conducted.

 It was found that 100% of the respondents feel that Training and Development Programmes increase

original stability and flexibility.

 It was found that 58% of the respondents feel that Training and Development programmes are essential

to all the levels of the organization.

 It was found that 42% of the respondents feel that all the training programmes are effective.

80
 It was found that 88% of the respondents feel that Training and Development Programmes should be co-

ordinate with HRD policies like planning.

 It was found that 46% of the respondents feel that executive development is important to the fulfill

future necessities.

 It was found that 48% of the respondents feel that there exists an excellent relationship between Trainers

vs. Trainee.

 It was found that 62% of the respondents feel that Training and Development Programmes are

implemented to develop creativity, teamwork and communication skills.

 It was found that 48% of the respondents feel that Training and Development programmes increased

their productivity up to 50%.

 It was found that 36% of the respondents feel that Training and Development Programmes helped them

to develop their skills ad knowledge.

 It was found that 96% of the respondents are satisfied with the existing Training and Development

facilities.

 It was found that 42% of the respondents feel that all their suggestions should be implemented.

 It was found that 46% of the respondents feel that the Questioner method is used for feed back

collection.

81
 CHAPTER –7
SUGGESTIONS & CONCLUSTIONS

82
 SUGGESTIONS

 From the study, it was found out that maximum of the employees feel that Training and Development

facilities are satisfied. The organization should see that more sophisticated Training and Development

facilities are provided to the employees.

 The time interval between one programme to other training programme should be reduced for most

satisfaction towards Training and Development Programme.

 A sincere desire has been noticed in the respondents for more regular Training Programme.

 The management should emphasis more on personality development programme.

 Certain training programmes like personality development, team building and attitudinal change must be

made compulsory for individual development.

 Training material should be provided in native language also.

 Intimation of the training programme should be given before one week in advance.

 Training evaluation should be two sided i.e., trainee evaluating the trainer and trainer evaluating the

trainee.

83
 Conclusion

The Training Can be effective with the following, In India on the Job Training is important.

 Determine the training needs through job description, performance appraisal, potential appraisal and
discussion with employees.
 Prepare a training calendar in discussion with the managers concerned.
 Define the training objectives specifically.
 Determine the criteria of need for nomination of employees for training.
 Select the efficient faculty.
 Ensure that the management commits itself to allocate major resources and adequate time to training.
 Ensure that training contributes to competitive strategies of the firm.
 Different strategies need different HR skills for implementation. Let training help employees at all levels
and acquire the needed skills.
 Ensure that a comprehensive and systematic approach too exists; training and retraining are for all levels
of employees.
 Make learning one of the fundamental values of the company. Let this philosophy percolate down to all
employees in the organization.
 Ensure that there is proper linkage among organizational, operational and individual needs.
 Create a system to evaluate the effectiveness of training.

Change in the job assignment: Training is also necessary when the existing employee is promoted to the higher

level in the organization and when there is some new job or occupation due to transfer. Training is also

necessary to equip employees with advanced displaces, techniques or technology.

84
 CHAPTER – 8

BIBILIOGRAPHY

85
 BIBLOGRAPHY
 Human Resource Management (Subba Rao)

 Personnel Management (C.B.MoMoria & S.V. Gankar)

 Labor Problems & Social Welfare (R.C. Saxena)

 Strategic Human Resource Management (Kandula. Srinivas)

 Alternative Approaches of Human Resource Management (T.V. Rao)

 International Human Resource Management(Peter J Dowling)

 Training and Development(Edited by V.V Ramani)

86
CHAPTER – 8
APPENDICES

87
Feed Back Of Training & Development Programmes At DOLPHIN HOTEL
1. Is Training and Development given adequate importance in your organization?
a) Yes b) No
If Yes then why?
a. Cope up with changing Technology
b. Develop Potential Ability
c. Eliminate Obsolescence
d. Improve Efficiency
e. Confidence to take up challenges

2. You have experienced any improvement in your self confidence level after attending the Training
Programs?
a. To a great extent
b. To a reasonable extent
c. To a small extent
d. Not at all

3. Keeping your expectation, in view how do you rate the Training Programme organized?
a) Very Interesting b) Interesting
c) Good d) Poor

4. How do you rate the Trainers?

a) Excellent b) Fair
c) Good d) Poor

5. Are the Training and Development activities conducted at regular intervals?

a) Yes b) No

If yes then at what intervals?

88
 a) 0-3 Months b) 4-6 Months
c) 7-9 Months d) 10-12 Months

6. Are the Training and Development Programmes helpful to the organization?

a) Yes b) No
If Yes then what way?
a. Increasing organizational stability and flexibility
b. Better performance of employees
c. Enhancement of Production
d. Reduction in operational problem

7. In which level do you think Training and Development Programmes are helpful/essential to the
organization?
a) Executive Level b) Supervisory Level
c) Staff Level d) All the above

8. Which type of Training and Development do you consider is most effective?

a. On-the Job Training/Internal Training
b. Off-the Job Training/External Training
c. Career Development Programmes.
d. All the above

9. In your opinion should Training and Development Programmes be coordinated with other HRD
Policies?
a) Yes b) No
If yes then what kind of HRD policies should it be related to?
a. Planning b. Promotion Plans
c. Appraisal System d. All the above

10. What are the factors that encouraged you to give Training and Development to your employees?
a) To encourage employees
b) To make them adjust to the organizational culture

c) To develop creativity, team work and communication skills

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 d) To give them relief from stress.

11. How do you rate the relationship between the Trainer and the Trainee?
a) Excellent b) Very Good
c) Good d) Poor

12. Are you able to implement the Training Programme you have undergone to increase your productivity?
a) 100% b) 80%
c) 50% d) Less than 50%

13. What benefits did you get after training?

a) Skills and Knowledge and Development
b) Personality Development
c) Adoptable to technological advances
d) Increase in your efficiency
e) All the above

14. Are you satisfied with the Training and Development facilities existing?
a) Yes b) No
If Yes then why?
a. Timely training programme
b. Personal Development
c. Updating with latest technology
d. All the above

15. What are your suggestions for effective Training and Development Programme?
a) Fully equipped training center is needed
b) The frequency of Training and Development Programmes should be increased
c) Material should be provided during Training and Development programme like handouts,
broachers etc.
d) Suggestions given in feedback forms must be considered for next Training Programme.
e) All the above

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16. Methods used for collection of feedback?
a) Questioners
b) Interviews
c) Tests
d) All the above

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