A

Project report
On

“RECRUITMENT AND SELECTION WITH REFERENCE TO BN

INFOTECH SOLUTIONS, VISAKHAPATNAM” in partial fulfilment of the

requirement of the award of the degree of Bachelor of business

Administration (BBA)

Submitted by

INDU.K

Hall ticket no: 116132607009

Under The Guidance Of

DR.MV.SURYANARAYANA

SRINIVASA INSTITUTE OF MANAGEMENT STUDIES(SIMS)

VISAKHAPATNAM
2016-2019

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 CERTIFICATE OF PROJECT GUIDE

This is to certify that the project report entitled “RECRUITMENT AND

SELECTION WITH REFERENCE TO BN INFOTECH” has been

prepared by K. INDU in partial fulfilment of the requirement for the award of

BACHELOR OF BUSINESS ADMINISTRATION from Andhra University,

Visakhapatnam and has been carried out under my supervision and guidance and that

no part of report has been submitted for the award of any other degree / diploma.

Place: Visakhapatnam
Signature of the project guide
Date:

Signature of the principal Signature of the external examiner

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 DECLARATION

I hereby declare that this project report entitled “RECRUITMENT AND

SELECTION AT BN INFOTECH SOLUTIONS” is prepared by me under the

Guidance of DR.MV.suryanarayana.

I also declare that the project is towards the partial fulfillment of the requirement for

the degree of Bachelor of business administration of Andhra university has been

the result of my own efforts and this project has not been formed a basis for the award

of any other degree or any other university.

Place: Visakhapatnam Signature and name of the candidate

Date:

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 ACKNOWLEDGEMENT

I am extremely grateful to Mr. SATYANARAYANA REDDY, HR MANAGER of

BN solutions for giving me an opportunity to do the project in his esteemed
organization.

I am very much grateful to my project guide DR.Suryanarayana, Professor for guiding

me in a right manner to complete this project.

I would also like to express my deep gratitude and sincere thanks to Director Dr.vijaya Rudra
Raju for her encouragement and guidance throughout the period of the study.

Place: Visakhapatnam Signature of the candidate

Date :

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 CHAPTER - 1
INTRODUCTION

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 INTRODUCTION

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

In India, it now account for more than 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.

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 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.

 Lack of an “Open” mind.

 Assumption of a ‘know all’ attitude.

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  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 feedback 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 elsewhere can be better accepted if the

employees are given some probation time to learn a technique.

OBJECTIVES OF THE STUDY

The study was conducted on Training & Development activities at Green Park Hotel, Visakhapatnam. Hotel

Green Park is a member of “Diana Group of Hotel Ltd.,” 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 programmers in

Green Park.

 To know the effectiveness of Training & Development programmer.

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  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 Green Park 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.

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 RESEARCH METHODOLOGY

The present study has been conducted in Green Park Hotel, Visakhapatnam located at Waltair Main Road 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 Green Park were chosen proportionately.

Sampling Size:

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

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

LIMITATIONS OF THE STUDY

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  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.

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 CHAPTER – 2

INDUSTRY PROFILE

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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.

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.

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 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.

HOTEL – THE CONCEPT

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 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 overnight 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.

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

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 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, Four-star, Three-star, Two-star,
and One-star. The 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

The real boom in the hotels came in the 20th 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

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 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
3. Best Western
4. Accor Asia Pacific
5. Southern Pacific Hotel

CONTENTS
CHAPTER-1 PAGE NO
INTRODUCTION 1-11
NEED FOR THE STUDY

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 OBJECTIVES OF THE STUDY
SCOPE OF THE STUDY
METHODOLOGY OF THE STUDY
LIMITATIONS OF THE STUDY

CHAPTER-2
INDUSTRY PROFILE 12-35
&
COMPANY PROFILE

CHAPTER-3
THEORITICAL FRAMEWORK 36-52

CHAPTER-4
DATA ANALYSIS & INTERPRETATION 53-60

CHAPTER-5
FINDINGS ,SUGGESTIONS & CONCLUSION 61-64

BIBLIOGRAPHY
ANNEXURE
1.QUESTIONNAIR
2.TEMPLATES IF ANY

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 CHAPTER – 3

COMPANY PROFILE

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HOTEL GREEN PARK ORGANIZATION PROFILE

World Class Standards, Real Value of money

Hotel Green Park, Visakhapatnam is a member of Diana Hotels Ltd. The various companies under Diana
Group being.
 Diana Projects Engineers Ltd
 GM Reddy and Associates.
 Green Park Hotels & Resorts Ltd,
 Coastal Constructions leasing Pvt. Ltd,
 Indus Investment Pvt. Ltd,
 Vijay 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 GREEN PARK 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 GREEN PARK line in December 1995 on similar philosophy of
quality service. Regardless of number of hotels it maintains. Green Park is known for its world-class quality
service. Many a times, it was nominated as the BEST ECONOMICAL BUSINESS CLASS HOTEL.

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

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

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The senior executive working in the organization has imbibed services and focus on quality into the
organizational culture. It is believed at Hotel Green Park 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. NOW THE LATEST NAME OF THE
ORGANIZATION IS GREENPARK HOTELS & RESOLTS LTD.

GREEN PARK INTRODUCTION

Green Park 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 Green Park 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.
 Green park is our temple
 Good work is our prayer
 Guest delight is our reward.

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

MISSION OBJECTIVES:

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

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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

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VISION STATEMENT

Fast:

To display a sense of urgency and bias for action and to react quickly to market changes, customer needs a 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

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GREEN PARK

VISAKHAPATNAM PROFILE

Hotel Green Park – 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

Hotel Green Park,
#126-1-17,
Waltair Main road,
Visakhapatnam-2,
Andhra Pradesh,
India.
Telephone : 0891-2564444
Fax : 0891-2563763
Website : hotelgreenpark.com
Total Rooms: 109
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.

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 Rooms:
 Executive rooms - 30
 Deluxe rooms - 41
 Business club - 25
 Executive suit - 05
 Quality Suit - 08

Banquet Halls

Function Space Area Conference /theatre style Reception Banquet

(In sq ft) (sit down)

Chancery 2,550 300 240 100

Consulate 750 60 40 35
Meadows 6,500 650 1200 650
Gardenia 1500 - 75 50
Star Lights 5500 - 400 150
BC Launge

Restaurants

Name of the outlet Where Capacity Remarks

covers
Lobby
Tulips 88 Coffee Shop
Level
Lobby Breakfast, Lunch, Dinner and
Once Upon A Time 94
level Midnight Biryani- Buffet

Business Club Lounge 4th Floor

Lobby
Mustang Bar 33 Bar
Level
Mekong 1st Floor 80 Pan Asian Restaurant

Floor Wise Rooms:

 First Floor - 06
 Second Floor - 28
 Third Floor - 28
 Fourth Floor - 25

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  Fifth Floor - 08
 Sixth Floor - 15

They have Four Food and Beverage outlets located as follows:

 Once Upon a Time - Buffet & Midnight Biryani.

 Mustang Bar - Bar.
 Mekong - Pan Asian Restaurant
 Tulips - Lunch. & Dinner

The various Conference & Banquet facilities available in Hotel Green Park
 Chancery - The largest with a capacity of 300 people
 Consulate - With the capacity for 50 Persons
 Gardena - Open air with a capacity for 50-60 persons
 Meadows - Open air lawns with capacity for 1500 people
 BC Launge

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 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)
Director Mrs. G. Anuradha Reddy
Director Mrs. G. Shyamala

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 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

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 Managers at GreenPark- 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 Reddy

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

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DEPARTMENTAL FUNCTIONS IN

HOTEL GREEN PARK

As mentioned earlier various departments for the basis hotel green park. 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

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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.

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  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.

FOOD & BEVERAGE (PRODUCTION) DEPARTMENT

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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 Green Park, Visakhapatnam.
HR Functions:

 Recruitment and Selection

 Induction

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

 Maintaining personal files, Performance Appraisal

 Training and Development

 Compensation management

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  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

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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.

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.

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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:
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:
Park 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

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

Sales in Hotel
Rooms, Conference halls, Restaurants and Banquets.

Functions of Sales Department

1) Airport Sales:
Hotel Green Park 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, Visakhapatna

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

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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.
 “THANK YOU” letters are sent to quests that have stayed with Green Park 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 GREEN PARK

1. Mr. Varghese George, Vice President – awarded as the “Best General Manager of the year
1998” by H&FS.
2. Mr. Madhu Nair, General Manager – Awarded as the “Best General Manager of the year 1999” by
H&FS.
3. Mr. Mohan Krishna, FOM awarded as the” Best Front Office Manager of the year” in
the Year 1999 by H&FS India.
National Awards
1. GreenPark, Visakhapatnam won “Best Economy Business Class Hotel” for the year 2002.
2. GreenPark, Visakhapatnam won “Star Achiever Award “for Excellence in Hospitality Industry
for the year 2007.
3. Diana Hotels Ltd awarded “Emerging India 2007”. (Under Travel and Tourism
Category)
State Awards
1. Green Park Hotel, Hyderabad – “The Best 4 star Hotel in the State” by the Department
Of Tourism – Andhra Pradesh for the years 2003, 2004, 2005, and 2007.
2. Green Park, Hyderabad-Recognized for “Excellence in Conservation of Energy “by the Institute of
Engineers (India), A.P State.

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 3. GreenPark Hotel, Visakhapatnam –“The Best 3 star Hotel in the Region “by the Department Of
Tourism, Andhra Pradesh 2003, 2004, 2006, and 2007.
Nominations
1. GreenPark, Hyderabad was nominated as “Best Economy Hotel “1994 to FHRAI.
2. The General Manager of Green Park, Hyderabad was nominated as Best General Manager -1997 to
FHRAI.

3. The General Manager of Green Park, Visakhapatnam was nominated as Best General Manager -1997
to FHRAI.

4. Front Office Manager of Green Park, Hyderabad was nominated as “Best front Office Manager “-
1998 to FHRAI.

5. Executive House Keeper was nominated as “House Keeper of the Year “by H&FS in the year 1999.

6. GreenPark, Visakhapatnam was nominated as “Best Economy Hotel “1999 to FHRAI.

7. GreenPark, Hyderabad was nominated as “Star Achievers Award “2007 to FHRAI.
8. GreenPark, Hyderabad nominated for CNBC Awaaz Travel Awards 2008 in the Category – ‘Best
Leisure Hotel’.

GREENPARK STAR ATTRIBUTES

You would learn what is expected of you while you are working at GreenPark. Probably, this has set you
wondering if you possess the requisite qualities to succeed in the hospitality industry.

1. SELF CONTROL:
In hospitality industry customer is always right. Hence you'll be expected to be polite, calm, pleasant
and friendly. Arguments, discussions, excuses and explanations are to be avoided at any cost as they
only add fuel to the fire instead of helping you to resolve the problem.

2. FRIENDLY AND OUTGOING PERSONALITY:

If you are naturally friendly and outgoing you are more likely to be successful working in a hotel. Being
able to deal with all kinds of guests and visitors combined with a keenness to serve them with a genuine
smile is an asset.

3. RIGHT ATTITUDE TO WORK:

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 While working in the hotel, you should be prepared to do any kind of job if the circumstances demand it.
Dignity of labour is one of the first lessons you’ll have to learn. It is possible; you'll discover along how
much more satisfying it is to work with one's own hands.

4. GOOD HEALTH AND PHYSICAL FITNESS:

You need good mental and physical stamina to survive the long and odd working hours. Moreover, you
may have to spend most of your working day on your feet, especially on busy days. You are required to
be in good health all the time.

5. GROOMING AND PLEASING PERSONALITY:

You are more likely to be confident if you are well groomed, neat, polite and have an easy way
with people. An impressive and pleasing appearance is always a plus point in public relations.

6. READY SMILE AND CHEERFULNESS:

“A smile” It’s a universal welcome which has no language, it tells others that there is a caring, sharing
person in you and as hospitality personnel you are never fully dressed without a smile.

7. ABILITY TO FACE CHALLENGES:

There is never a dull moment in a hotel. Everyday is full of challenges stimulating you and demanding
your presence both mentally and physically.

8. TEAM SPIRIT:
In hospitality industry you are always working as part of a team, which needs your help, co-operation
and willingness to listen to others. You must be flexible and accommodating and enjoy working as part
of a team.

9. SELF DISCIPLINE:
Just about every item in a hotel can be useful; there can be lot of temptation to carry out small things for
personal use. You must be able to resist such temptation, and be honest and sincere at your job.

10. ABILITY FOR HARD WORK:

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 Working in hotels is always demanding and only those works hard and sincere can hope to rise in their
career. An employee, who works willingly is always noticed by the management and is likely to go
places
.
11. HIGH MOTIVATION:
Self motivation is a very important attribute which can take you to greater heights of success in life. In
fact, it is this quality which will help you to enjoy even the most menial job. Most people who succeed
in life are highly motivated. They work with great enthusiasm, take initiative and do not mind learning
even from their subordinates.

12. SELF CONFIDENCE:

Working in a hotel, you'll come across People who are successful, rich and powerful holding high
positions in life. You will discover that if you remain poised, composed and at ease in the company of
such people you'll do your job better. Being self-confident will enable you to deal with people of all
kinds.

13. TACT:
This is an indispensable quality needed to handle a tricky or nasty situation, whether it is guests acting
difficult in the restaurant, or disciplining a member of the staff. Despite all pressures you must remain
cool, even-tempered to handle each situation tactfully and coolly.

14. GOOD COMMUNICATION SKILLS:

A hotel job involves working with people all the time. Therefore, it will be a great asset for you and the
hotel, if you are an impressive talker and can interact with people smoothly and gracefully. Good
command over one or more languages will be an added advantage.

15. METICULOUSNESS:
You must have an eye for detail and ensure that everything is in order up to the last detail. The job will
demand that you be aware, observant, alert and alive to all that happens around you.

16. RESOURCEFULNESS AND INNOVATIVENESS:

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 These are the two qualities to cope and deal effectively with new situations and difficulties that may
arise. You must be able to think and react quickly without breaking down under pressure or running to
your seniors for help and guidance all the time.

17. FLAIR FOR CREATIVE WORK:

Working in a hotel requires a creative and imaginative mind. There will be occasions when you will
need to use your artistic sense, like- for table layout, flower arrangements, room decor, etc.

18. REASONABLY WELL INFORMED:

It will be of immense help if you keep yourself up-to-date on what is happening in the world-current
affairs, political situations and recent developments, etc. After all, hotels get all types of guests from all
over the world; you will find that your knowledge of different cultures and events will help you in
making a personal contact and the right impression with the guests.

19. PERCEPTIVENESS:
To anticipate a guest's needs without spelling it out requires sensitivity, perception, and understanding of
human nature, At times, people, appear complex because we don't understand them.

20. DOWN TO EARTH APPROACH:

You must be practical. Remember your attitude and approach to work will affect those directly under
you. If you will not consider it below your dignity to work with your own hands, then your team will
follow suit.

*****

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IN CASE OF FIRE

1. Raise alarm by breaking the glass of nearest FIRE Alarm call point.

2. Dial 9 to inform the Telephone operator immediately.

3. Give exact location and size of the fire.

4. Give your name and department.

5. Try to control the fire if you have been taught. Do not endanger your own life.

6. Do not panic and do not gather any crowd, as it will hamper the emergency procedures.

7. Do not open doors to rooms, cupboards and passages.

8. Stand by to help Guests if required, and direct them through Lawns to the Fire exit.

WE CARE FOR A BETTER TOMORROW:

At Green Park, our values give special emphasis on environmental issues. We would like to constantly work
towards building a better and sustainable way of living by providing facilities to our guests without
compromising on the environment.
 SWTP- sewerage water treatment plant helps in cleaning the sewerage water for recycling.
 Recycled water is used for plantation.
 Powers saving bulbs are used to conserve energy.
 Plantation is done to maintain greenery.
 Rainwater harvesting is done maintain ground water resources.
 Environment friendly cleaning agents are used.
 Periodic eco- friendly awareness training is done to the staff to create awareness.
 Avoiding plastic inside the Hotel.
Guest involvement in re-use of sheets and towels with redeemable incentive scheme

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CHAPTER- 4
THEORITICAL FRAME WORK

THEORTICAL FRAMEWORK OF
The two most important functions performed by the Human Resource Department are the

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 Recruitment and Selection Process. Recruitment precedes Selection and therefore both of them are
highly correlated. In order to have a smooth selection process effective recruitment should be done.
For smooth and proper functioning of an organization suitable persons should be selected and
employed. Hence it can be concluded that getting the right person for the right job‟ is the basic
principle of recruitment and selection.
DEFINITION:
In simple words, recruitment basically means attracting the potential employees towards the
organization. According to Edwin F l i p p o , “Recruitment i s the process of searching for
prospective employees and stimulating them to apply for jobs in the organization.”

Another definition by Werther & Davis, “It is the process of finding and attracting applicants for
employment. The process begins when new recruits are sought and ends when their
applications are submitted. The result is a pool of applicants from which new employees are
selected.”
The recruiting policy of the organization should be flexible in order to adjust to the responding
market conditions. Recruiting policies, sources, and methods need to be evaluated on a regular basis
to match the current and future needs of the organization.

NEED OF RECRUITMENT
There are number of internal as well as external factors that influence the recruitment decision of the
organization. They are as follows:-
Internal Factors: All the factors that are related and within the control of the organization are
known as the internal factors.

Organizational Recruiting Policies: The recruiting policy provides the guideline for
implementation of recruitment programmer and the methods that can be used to fill up the
vacancies in the organization. It includes things like the recruitment budget and the
manpower needs of the organization. An organization that believes in internal recruiting policies
tends to spend relatively large sums on training and development programs so that they can
prepare the employees for higher-level of jobs. The once with the philosophy of fresh entrants‟
will usually go to for campus recruitment.

Human Resource Planning (HRP): Proper planning for effective utilization of human

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 resources is very important.HRP helps in finding the gaps that are present in the existing
manpower of the organization. It also provides information regarding the number of
employees to be recruited and what qualification they must possess.

Size of the Firm: This is one of the important factors influencing recruiting decision. Huge
organizations consisting of large number of employees will often recruit employees than an
organization with smaller number of employees.

Cost of Recruitment: It costs an amount of money for the organization to use various
recruitment sources. Therefore o r g a n i z a t i o n s p r e f e r c o s t e f f e c t i v e s o u r c e s t o r e c r u i t
employees. For example, an organization with few cash resources will go for employee referral
in order to attract applicants.

Growth & Expansion: An organization that has plans for expansion will employ or think of
employing more personnel to function efficiently.
External Factors: Factors outside the organizational control
and environment control are external factors.

Supply & Demand: The unbalanced supply and demand for manpower also influences the
recruiting decision. In case there is more demand for a particular skill and less of supply then
extraordinary recruiting methods have to be employed. Otherwise the organization has to rely on
internal sources to fill the vacancy.

Labor Market: The location of the organization and the employment conditions in that
community will influence the recruitment plans. Labor markets can be local, regional, national, or
international depending upon the geographic location. To get unskilled labor recruiters will go to
the local market, for skilled labor will go to the regional market and for higher levels jobs will to
go national or international market.

Political, Social & Legal Environment: The reservation policy of the government requires that
certain numbers of posts have to be reserved for certain sections of the society. Therefore
organizations are forced to recruit applicants from these sections of society even if they are not
suitable enough for the post.

Unemployment Rate: Unemployment rate tends to be high when there is oversupply of

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 qualified labor. Such a situation occurs when the company is not creating new jobs. For
example, during the Recession of 2008 there was high unemployment rate. The companies who
did recruitment during this period got a huge number of applicants as there was oversupply of
qualified labor.

Image/Goodwill of the Organization: Image of the organization has a major influence in

attracting the pool of applicants. An organization that has a positive image will get a good
response w h e n e v e r i t n o t i f i e s vacancies. In fact, there are companies that receive
applications frequently from many interested candidates irrespective of whether the
vacancies have been advertised or not.

Competitors: No organization or company works in isolation, they have to be constantly aware

of the moves of their competitors. In order to face the competition and to be the leader,
organizations have to change their recruitment policies according to the policies being followed
by their competitors.

Sons of Soil: Some organizations face tremendous pressure from the political leaders that
preference should be given to the people of their respective regions in the matter of
employment.

SOURCES OF RECRUITMENT:
There are two methods in which an organization can recruit candidates. It can be an internal or an
external method of recruitment. There are a number of sources that come under internal and external
methods of recruitment.

Internal Sources of Recruitment - When organizations generate the candidates from within the
organization to fill the vacancy it is known as internal source of recruitment.

Promotions: It basically means shifting an employee to a higher position in an

organization. An employee can b e p r o m o t e d w i t h i n t h e s a m e d e p a r t m e n t ( vertical
promotion) or from one department to the other department (upward promotion). With
promotion an employee receives more responsibilities and duties as well as higher status and pay.
Employees can get promotion on the basis of merit or seniority or even both.

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 Transfers: An employee can be transferred from one department to another or from one office
of the organization to another. A transfer generally does not involve significant change in
responsibility and pay of the employees. Transfers can be either temporary or permanent in
nature.

Dependants & Relatives of deceased Employees: Organizations especially government

organizations provide recruitment to the dependants and relatives of the deceased
employees. It basically means that if an employee dies, his/her spouse, children or relatives is
given employment in the organization. This helps in building a good image of the company
among the employees.

Employee Referrals: Most of the organizations have the concept of employee referral
programs where the existing employee refers his/her relatives and friends for any job opening
in the organization. In some organizations employee referral programs offer monetary benefit to
employees for sending qualified employees. This source is very much in demand by organizations
as it is cost effective.

Data Bank: Most of the organizations keep the bio-data of candidates in their databank. These bio-
data can be either collected from employment exchange or the casual applicants that come for interview
on their own. Organization can search for applicants when the vacancy arises.

Job Postings: It is a system in which the organization provides notices of job openings and
interested employees apply for the opening. It can be informed through staff notice boards,
intranet, in house magazines/ newsletters and staff meetings.

There are a number of merits and demerits of internal sources:

Merits

Employees get motivated to perform their best, so that they can get promotion.
This source of recruitment is cost effective and time saving.
Information about one’s capabilities, strengths and weakness is readily available.

Provides existing employees an opportunity for career growth.

No time is wasted on orientation as the employees are aware of organizational policies.
It promotes loyalty and commitment from employees towards the organization as they feel their job is

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 secured.

Demerits

It restricts the organization from getting new blood and fresh ideas.
There is a heavy burden on training and development department, as it has to
prepare the existing staff for higher designations.
 There are high possibilities of political in fights for promotion.
The organization will not have access to wider pool of applicants.

External Sources of Recruitment: The sources outside the organization from where the organization
attracts applicants are known as external sources.

Educational and Training Institutions: They are one of best source for getting entry level professional
and technical employees. Most of the institutions have placement cell which acts as a middle man
between the employer and the applicant. This type of recruitment is known as campus recruitment.

Advertisements: It is one of the oldest and the most popular external source of recruitment. This source
has always been in demand among recruiters because of their wide reach. Advertisements can be placed in
newspapers, trade journals, magazines, radio, television and billboards. Advertisements include proper
information about the job profile, salary, minimum qualification required and an overview of the
organization.

Plcement Agencies and Search Firms: Many large firms outsource the recruitment work to
placement agencies and search firms. The agencies and search firms mostly do some preliminary
screening before sending the candidate for interview to the organization. They are contacted to look
for candidates for executive, managerial and professional positions. These agencies and search firms

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usually charge fee from the applicants as well as the employers. Is not used frequently due to the
huge expense associated with it.

Employment Exchange: There are government run employment exchanges all over the country

to provide information about vacancies to the candidates and to assist the organization in
finding the candidates. As per the Employment Exchange Act of 1959, it is compulsory for all the
public and private sector enterprises to fill some number of vacancies through the employment
exchange.

Labor contractors: Here w orkers a re re cr ui te d i n t h e o rg an iz at i on t h r o u g h l a b o u r

contactors. The workers are given employment in the organization on a contract basis.i.e. For
specified time period. Therefore, if the contractor leaves the organization, such people who

were appointed through him will also have to leave the organization. This source of
recruitment is common in construction and manufacturing industry.

Retired & Retrenched Employees: There is lot of times when organizations lay off
employees due to lack of work. These employees can be re-recruited incase of shortage of
qualified employees or when there is too much of work load. Retired and loyal employees can
also be called back to the organization incase of work pressure.

Recruitment at Factory Gate: As the name suggests here the recruitment takes place at the gate of the
factory. The notices for the vacancies are presented on the bulletin boards outside the factory. There
are personnel to manage, scrutinize and select the applicants. This source is used to recruit unskilled and
semi skilled workers.

Walk In: This is one of the least expensive methods of recruitment for organizations. Many job seekers
visit the companies on their own in search of jobs. The reputation of the company plays a major
role here as a well known company will have large number of applicant pools. In this form there is no
prior scheduled date and time for interview.

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 Job Fairs: It is basically an event where the representatives from various companies and job seekers
come together for employment purpose.

Professional and Trade Associations: These associations help its members in getting potential
applicants for their organizations. They have a compiled list of job seekers and provide this
information to the members during regional or national conventions.

E-recruiting: The use of internet as source of recruitment is on the rise. Organizations mostly
prefer e-recruiting as it is cost and time saving. There are various forms of e- recruiting like
job boards such as www.monster.com; www.naukari.com etc, employer’s own website and
professional websites. Job seekers post their resumes and CV‟s on these websites and the
employer after short listing the resumes and CV‟s call the candidates for the interview.
There are certain pros and cons associated with external source as well. They are:-

Merits

It helps in bringing new ideas and talent to the organization.

There is less of training cost associated, if experience candidates are selected.
Provides cross industry information.
Helps the organization to get the required competencies.
Provides access to large number of applicants.

Demerits:

External sources are expensive way of recruiting.

It is time consuming process.
The morale of the internal employees may be hampered.
It takes longer time for new employees to adjust in the company.
There is an element of uncertainty associated with regard to the quality of applicants.

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 RECRUITMENT PROCESS

IDENTIFICATION OF VACANCY

JOB ANALYSIS

ADVERTISING THE VACANCY

MANAGING THE RESPONSES

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SELECTION PROCESS:

Meaning Of Selection:
Selection is the process of evaluating and choosing individuals based on certain criteria for the purpose
of providing job to the applicants. These criteria can be anything like qualification, experience,
capabilities, interpersonal skills etc. The selection process differs from organization to organization
and can be a simple to a very complicated process. Selection process is very crucial because the entire
performance of the organization depends upon the employees selected.

Selection Process
There are several stages involved in the selection process. They are as follows

INITIAL SCREENING INTERVIEW

APPLICATION FORM

WRITTEN EXAMINATION
& OTHERS SELECTION TEST

INTERVIEW

REFERENCE CHECK AND

BACKGROUND INVESTIGATION

SELECTION DECISION

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 MEDICAL EXAM/DRUG TEST

JOB OFFER

The Stages of Selection Process

1. Initial Screening Interview: Initial round of the interview is done by the HR personnel to
determine if applicants meet the minimum qualifications for post applied. It’s a very important step
in selection process as it saves the time of the recruiter by not going further with the other stages of
selection process, if the candidate is unsuitable.

2. Application Form: It is basically a written record of the applicants desire to obtain a job in
the organization. It provides various information about the applicant like residential address, contact
number, education, work experience, last employer, names and addresses of the references etc. The
application form helps during the interview for asking questions to the applicant.

3. Written Exam & other Selection Tests: Written examination and various selection tests help
the organization to know the skills, aptitudes and abilities of the candidates. Though the tests are not
used by many organizations as it is expensive but it provides a lot of information about the candidates
and their performance level. It is very vital to check the validity and reliability of the tests before they
are administered. Some of the selection tests are discussed below:

Cognitive Ability Test: It measures individual’s reasoning, thinking, verbal, memory and
mathematical abilities. Some of the well known cognitive ability tests are Wonderlic

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 Personnel Tes t , Multiple Aptitude Battery-II (MAB-II), Watson-Glaser C r it ic al
Thinking (WGCTA) etc.

Aptitude Test: It measures the capacity and the latent ability of the individual to learn the given task, if
adequate training is provided. Aptitude test can be general and mental ability and specific aptitude tests
like mechanical aptitude, clerical aptitude, and spatial attitude.

Personality Test: It helps the HR personnel to know the temperament and unique characteristics of the individual.
It plays a major role in deciding whether the individual can adjust in the work environment of the organization.
Some of the well known test are Big Five Personality Traits, Minnesota Multiphase Personality Inventory
(MMPI), 16 Personality Factors (16 PF), Myers-Briggs Type Indicator (MBTI).

Honesty & Integrity Test: It involves the use of polygraph or lie detectors machines and graphology
(handwriting analysis).

Work sample Tests: As the name implies, the candidate is given the stimulated job task that is similar
to the original job.

Assessment Centers: An assessment center comprises of series exercises and tests for selection
purposes. It includes comprehensive interview, pencil and paper test, individual and group
simulations and work exercises.

4. Interview: Interview is the exchange of information between the applicant and the
interviewer. It helps the interviewer to determine the applicant’s interest in the job and how well he

will fit in the organization if recruited. Various forms of interview are structured interview,
behavior based interview, situational interview and stress interview. The levels and types of interview

differ from organization to organization.

5. Reference Check & Background Information: It is done to cross check the information provided

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during the interview process. Reference check is conducted with the previous employer o f t he
candidate. It h e l p s i n p r o v i d i n g information a b o u t t h e c a n d i d a t e s performance, his
strengths, weakness, his way of working etc. Background information about t h e c a n d i d a t e i n c l u d e s
i n d i v i d u a l s p a s t p e r f o r m a n c e , c r i m i n a l records c h e c k , education verification and other
relevant information. All these information facilitates in taking decision regarding the selection of the
applicant.

6. Selection Decision: The interviewer on the basis of all the above mentioned stages takes the
decision of hiring the candidate. The decision can or cannot be in favor of the applicant. This
stage is really important as the incorrect decision will affect the organizational performance
and productivity.

7. Medical Examination & Drug Test: It is conducted to check the physical fitness of the applicant.
It helps in knowing how much work pressure the candidate can take especially the ones that involve
field work and physical activity.

9. Job Offer: The last and the final step of the selection process is the job offer. The applicant should
be informed clearly about the date of joining, the terms and condition of employment, his responsibilities
and pay scale.

Factors influencing selection decision:

There are a number of job criteria’s that the HR personnel keeps in mind when selecting candidates.

Experience
Past performance
Physical skill
Salary requirements
Certificates
Test scores
Work reference
Education

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 Interests
Personality measures
Tenure on previous jobs
Drug test
Previous jobs held
Police records
Interpersonal skills

Every organization has their own sets of selection criteria that they give importance to when
selecting candidates.

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 3. RECRUITMENT & SELECTION PROCESS AT
GREEN PARK HOTEL

Effective recruitment & selection is really important for a hospitality industry. Being a service
sector it is highly dependent on the quality of the people hired. Recruitment and selection process at
Green Park Hotel is an ongoing process.

The Stages of Recruitment & Selection Process:

1. Budgeting of manpower & assessment of the need for recruitment - The budgeting of
manpower has been planned and analyzed as per the requirement of each department of the hotel.
The g r o u p h e a d i n consultation w i t h G e n e r a l M a n a g e r s f i n a l i z e s t h e o v e r a l l
requirement. Each department’s requirements will be studied and forwarded to Corporate HR through
Vice present (Operations) for final approval.

In case there is any vacancy caused due to any resignation or termination of the employee then the
concerned HOD has to send a ‘Recruitment Advice Form’ to the HRD Manager. The HRD Manager
keeps the HOD informed about the status or decision taken with regard to such recruitment and the
further steps being taken.

2. Sources of recruitment- The various sources of recruitment for Green Park Hotel are:
Existing Data Bank
Referrals, word of mouth
Walking candidates for desired position
Campus Interview

Private recruitment through Placement agencies

Advertisement in local papers
Local employee Exchange
Web portals

In order to fill any particular vacancy first priority is given to the existing data bank.

s
There exists a referral programs in the hotel. The existing employees came to know about the vacancy
through notice boards. The employees after consultation with the HR department with regard to the
job specification and description send the candidates for the interview.

The hotel believes in getting freshers for recruitment. They go for campus interview annually when
the college placement starts. The HR department of the hotel is in constant contact with hotel
management colleges in Hyderabad, Vizag, and Vijayawada to get the new talent.

Recruitment through placement agencies or by giving advertisement in local newspaper is not done
on a regular basis. In order to fill the vacancy through these two sources a special approval needs to be
taken from the Chief Executive Officer. Currently the hotel is availing the facility of two private
agencies i.e. Secure well Security Services that provides security personnel for the hotel. Another one
is the Mclean Pvt Ltd. that provides unskilled staff for various departments of the hotel.

The local employment exchange is informed on the quarterly basis about the vacancy in the hotel
for which they require the candidates. The job description and specifications is informed to them and
accordingly the candidates are sending for the interview process.

The hotel also uses job portals like naukri.com for searching of candidates. It is done by either
posting the requirement on the website or by searching all the resumes that exist on the portal for that

particular position. The payment for registering the company on naukri.com is done on the annual
basis. There are certain limits for the job postings and in case that number increases the amount that is
required to be paid also exceeds.

Internal Promotion is considered in certain cases when the vacancy still exists. However Green Park
believes in fresh entrants‟ so there is less use of internal sources of recruitment.
3. Eligibility criteria & screening of applications- It is from this stage that the selection process
starts. When the resumes come they are first shortlisted on the basis of certain eligibility criteria
and then the candidates are called for the interview rounds. The eligibility guidelines are as follows:

i. Age

s
Staff Cadre: Less than 25

Supervisory Cadre: Less than 27

Executive Cadre: Less than 30

Assistant Manager Cadre: Less than 32

Duty Manager Cadre: Less than 35

Head of the Department Level: Less than 40

ii. Sex: As p e r t h e n a t u r e o f t h e j o b . However f e m a l e c a n d i d a t e s m a y be g i v e n e x t r a

consideration for:-

Sales Assistants/Executives

Guest Relation Assistant/ Guest Relation Executives

Hostess/ Room Service Sales Assistant Front

Office Assistant/ Executives Telephone

Assistant/ Desk Attendants

Housekeeping Chambermaids/ Supervisors/ Executives

iii. E x p e r i e n c e : The m i n i m u m experience requirements for various

d e s i g n a t i o n s a r e a s follows

Staff Cadre: At least 1 year in similar capacity.

Supervisory Cadre: At least 1 year in supervisory cadre or 3-4 years in staff cadre.

Executive Cadre: At least 1-2 years in similar capacity or 4-5 years in supervisory cadre.
Manager Cadre: At least 1 year in similar capacity or 3-4 years in executive cadre.

s
HOD Level: At least 3-4 years in similar capacity or 5-7 years in manager cadre.

4. Interview process: Once the candidates are shortlisted on the basis of the eligibility, they are called
for personal interview by the HR department. The interview process is different for the Staff & above
level and for the Executive & above level.

Staff & Above Level: First the interview is done by the HR Manager and then by the HOD to judge
the technical know how of the candidate about that particular department. Then the final interview is
done by the General Manager.

When the interview is done there is an interview evaluation form that has to be filled by the HR
Manager and the concerned HOD. This interview evaluation form has various parameters like
physical fitness, appearance, Confidence, attitude, communication skills, general knowledge, analytical
skills etc.

Both the HR Manager and the HOD has to give the ratings to the candidate on these parameters. They
also give general comments about the candidate and for what position he can be hired for. The
candidate shortlisted for final interview will be send to the General Manager with the
recommendations of the HR department and the concerned HODs on the interview evaluation sheet.

A Reference check is done before sending the candidate for final level of interview. It is one of the

mos tly used screening tools . Reference check is done w ith the c an di da te ’s previous
employer. It has questions like the reason for the candidate to leave the organization, his
strengths and weakness, his relationship with his or her colleagues and seniors. Third Party

Another screening tool that is used is the Trade Test. The candidates being considered for all kitchen
departments have to go through a Trade Test. It is taken by the Executive Chef and the report of the
same is attached along with the interview evaluation sheet. The candidate is asked to prepare certain
dishes and is given ratings on aroma, taste, presentation, texture, work method and hygiene.

Executive & Above Level: The selection process for Executive & above level is similar to the once
mentioned above. However here the levels of interview rounds are five. In addition to the three levels
mentioned for the staff & above there are two more rounds. These interview rounds are done at the

s
 corporate level. One is done by the General Manager- HR and the other by the Vice President-
Operations.

5. Final selection: Once the candidate is selected he is informed by the HR Manager about the offered
designation and salary. They are requested to submit their passport size photographs and certificate
copies. An Appointment Letter is issued to the employees after all the joining formalities are
completed by the candidate.

s
FLOWCHART OF RECRUITMENT & SELECTION PROCESS

AT GREEN PARK HOTEL (Fig: 4)

s
s
FINDINGS

The findings from HR metrics

The rehire rate during the period of 6 months was only 5%.

The expense incurred by the hotel on hiring each candidate is Rs 847.

The hotel received 9 applications for each job opening during the period.

It was found that 5 candidates were interviewed for each job opening during the 6months period.

During the six month period, there was more of external hiring i.e. 68% and the rest of the
positions were filled by internal hiring which accounts to be 32%.
Other Findings:

After conducting analysis it was found that there are 7 factors that influence the selection of the
candidates in the hotel. They are as follows:
Previous Job Profile and Job Specification

Time &Cost Effectiveness

Proximity to Work Place

Availability of Candidates

Age

Interpersonal Skills

Aptitude and Attitude

 CONCLUSION

Recruitment and selection is a vital HR function for an organization to run smoothly. Since the hotel
industry belongs to the service sector there should be an effective and sound hiring process. The quality
of service depends on the manpower of the company.

Upon completion of my project I have been able to gain a detailed understanding of the
recruitment and selection process followed in the hotel industry. The HR Metrics that I have used for my
study has highlighted some of the major recruiting trends for the company in the past six months i.e.
from january 2018 to june 2018. It is clear from my study that there was more utilization of external
sources of recruitment than internal sources to fill the vacancy. It was also found that amongst all the
external sources, walk-ins had the major contribution in hiring. I also discovered that the company has a
very good brand image in the industry and therefore received a good amount of resumes for each job
opening. These HR Metrics will further help the company in evaluating the effectiveness of recruitment
and selection process.

Through my study I also found out the factors influencing the selection of candidate in the hotel. The
factors include previous job profile and job specification, time & cost effectiveness, proximity to
work place, availability of candidates, age, and attitude of the candidate.

RECOMMENDATIONS
The attrition rate is in a way related to the hiring process of the company. Though it is good to have a certain
percentage of attrition rate as in brings in fresh talent but it is seen that the attrition rate is very high in hotel
industry. The hotel should take various measures in order to reduce the attrition rate such as exit
interviews, regular training and development programs employee engagement programs.

Incentives should be provided to employees as a part of employee referral programs to motivate employees to
recommend better references for job openings. This incentive can be a monetary or a non monetary benefit for
employees.

Social networking sites such as Face book, Twitter and specially LinkedIn should be accessed in order
to attract the applicant pool. As the company requires young and fresh talent these sites would be of great
help to the company. It also gives access to a wide reach of applicant pool and at the same time is a cost
effective source.

The recruiting source should depend upon the level and type of vacancy. A proper analysis of various
sources should be conducted as per the vacancy. In case the vacancy is of lower level then a cost effective
source like internal hiring should be done. However if the vacancy is of crucial importance to the hotel then all
the sources of recruitment should be used to fill the vacancy.

Suggestion should be encouraged from the existing employees about the recruitment and selection
process of the hotel. A survey can be conducted to know their viewpoint or any new ideas that they consider
would help in improving the recruitment and selection process of the hotel.

While conducting interview it is important to know the career progression plan of the candidate. This

help in knowing the aspirations of the candidate and how long he can retain in the hotel.
 REFERENCES

Books -

MATHIS L. ROBERT AND JACKSON H. JOHN, 2011

. Human Resource Management.

th
10 ed., New Delhi: Cengage Learning India Private Limited.
REDDY SUMATI, 2005.
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Employee Recruitment: Best Practices and Applications.1 ed, Hyderabad: ICFAI University
Press.

CHURCHILL, JR., GILBERT A., IACOBUCCI, DAWN & ISRAEL, D., 2009.
Marketing Research- A South Asian Perspective. New Delhi: Cengage Learning India
Private Limited.

Internet Sources -

ECONOMY WATCH, Hospitality industry [online] Available from:

http://www.economywatch.com/world-industries/hospitality/ [Accessed 27 March 2011].
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http://www.dnb.co.in/Travel_Tourism/Indian_Hospitality_Industry.asp [Accessed 27
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Industry – It’s Easy to Get a Good Job in Travel MNCs [online] (updated 11 January
2011)
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travel- hospitality-industry-it-s-easy-get-good-job-travel-maces [Accessed 27 March
2011].
GLION INSTITUTE 2011. Glion launches Online MBA in Hospitality Management
[online] Available from: http://studyplaces.com/articles/411021-glion-launches-
online- mba-in-hospitality-management [Accessed 29 March 2011].
PATRO JAJATI 2011. The hospitality industry in India is growing [online] (updated 04
April 2011) Available from: http://goarticles.com/article/The-hospitality-industry-in-
India-is-growing/4420058/ [Accessed 2 April 2011].

The Growing Indian Hospitality Industry [online] Available from:

http://www.hostsindia.in/index.php?option=com_content&task=view&id=18&Itemid=32
[Accessed 2 April 2011].

Indian Hotel Industry Survey 2009-2010 [online] Available from:

http://www.hvs.com/article/5002/indian-hotel-industry-survey-2009-10/ [Accessed 2
April 2011].

Classification of Hotels [online] Available from:

http://hotel-industry.learnhub.com/lesson/8842-classification-of-hotels [Accessed 2 April
2011].

Hotel Industry [online] Available from:

http://www.naukrihub.com/india/hospitality/overview/classification/hotel/ [Accessed 2April
2011].

SLUTSKY ABBY, Different Classification of Hotels [online] Available from:

http://www.ehow.com/about_5449819_different-classification-hotels.html [Accessed 2
April 2011].

Tourism and Hotel Industry in India [online] Available from:

http://www.cci.in/pdf/surveys_reports/tourism-hotel-industry.pdfs[Accessed 2 April
2011].

CARROLL MARILYN, MARCHINGTON MICK, EARNSHAW JILL, TAYLOR STEPHEN

T AY LO R 1 9 9 8 . Recruitment i n s m a l l f i r m s - P r o c e s s e s , m e t h o d s a n d problems
[online]

Available from: http://www.colinwatsonleeds.co.uk/RMarticles/Carolletal.pdf [Accessed 25

March 2011].
DR. VELISSARIOU EFSTATHIOS 2008. Recruitment Procedures in the Hotel Industry
[online] Available from:
http://mibes.teilar.gr/conferences/MMIBES_CD_2008/ORAL/Velissaiou-Apladas.pdf
[Accessed 26 March 2011]
 The Growing Indian Hospitality Industry [online] Available from:
http://www.hostsindia.in/index.php?option=com_content&task=view&id=18&Itemid=32
[Accessed 2 April 2011].

Indian Hotel Industry Survey 2009-2010 [online] Available from:

http://www.hvs.com/article/5002/indian-hotel-industry-survey-2009-10/ [Accessed 2
April 2011].

Classification of Hotels [online] Available from:

http://hotel-industry.learnhub.com/lesson/8842-classification-of-hotels [Accessed 2 April
2011].

Hotel Industry [online] Available from:

http://www.naukrihub.com/india/hospitality/overview/classification/hotel/[Accessed 2
April 2011].

SLUTSKY ABBY, Different Classification of Hotels [online] Available from:

http://www.ehow.com/about_5449819_different-classification-hotels.html [Accessed 2
April 2011].

Tourism and Hotel Industry in India [online] Available from:

http://www.cci.in/pdf/surveys_reports/tourism-hotel-industry.pdfs[Accessed 2 April
2011].

CARROLL MARILYN, MARCHINGTON MICK, EARNSHAW JILL, TAYLOR STEPHEN

TAYLOR 1998 . Recruitment in sm all fir m s - Pr oces ses , m e t h o d s and problems
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[Accessed 25 March 2011].

[
ANNEXURE
QUESTIONNAIRE ON PERFORMANCE APPRAISAL
1)Are you aware of the existing performance appraisal system?
(a)Yes (b) No

2)Do you think performance appraisal is too lengthy?

(a) Yes (b) No

3)How many of you agree that the traits of performance appraisal difficult to
understand?
(a) Strongly agree (b) Agree
(c) Disagree (d) strongly disagree

4) Is the information given in the appraisal form is sufficient enough to

Appraise?
(a)Sufficient (b) Accurate
(c) Insufficient

5) How much percentage of opportunity is given to the employee at the

time of Appraisal?
(a)100-80% (b) 80-75%
(c) 75-60% (d) 60-40%
6) What are the methods used for performance appraisal?
(a) Graphic rating scale (b) Ranking method
(c) Check list method (d) Grading
(e) Assessment centre
7) Do performance appraisal is helpful to strengthen the superior-
subordinate working relationship? If yes how will you rate them?
(a) Excellent (b) Good
(c) Average (d) Poor
8) What is the duration of performance appraisal system in your company?
(a) Every month (b) Half yearly
(c) Once in a year (d) Every 3 months
9) Is performance linked with promotions?
(a) Yes (b) No
10) Does your company go for outsourcing to do performance appraisal?
(a) Yes (b) No
11) What kind of communication is made about the performance appraisal?
(a) Oral (b) Written
(c) Counselling (d) Through HOD
12) Is it so necessary to have an experienced person to evaluate the
performance of the employee?
(a) Yes (b) No
13) Do you agree that there is any relationship between performance and
SWOT Analysis?
(a) Agree (b) Disagree
14) Do performance advancement leads to the career development?
(a) True (b) False
15) What is overall opinion about performance appraisal system followed in
your company?
(a) Excellent (b) Good
(c) Average (d) Poors