All the HR policies and practices followed in taj hotels and resorts

1. HR Practices of

2. Introduction
• The Indian Hotels Company (IHC) is the parent company of Taj Hotels Resorts
and Palaces.
• It was founded by Jamshetji N. Tata onDecember16, 1903
• Currently the Taj Hotels Resorts and Palaces comprises 100 hotels at 62 locations
across India and employ over 13000 people
• The group has extended its international presence with 15 hotels in the Maldives,
Malaysia, the UK, USA, Bhutan, Sri Lanka, Africa and the Middle East.

3. Categories
• Luxury Hotels - Luxurious suites with modern fitness centres, rejuvenating spas,
and well-equipped banquet and meeting facilities
• Leisure Hotels - A complete holiday package that can be enjoyed with the whole
family. It provides exciting activities ranging from sports, culture, environment,
adventure, music, and entertainment.
• Business Hotels - Specially equipped with conference rooms, seminar halls,
internet facilities etc to suit the corporate guests.

4. Hiring policies
• Selection of various departments like collection, security, house keeping, etc. is
quite STRICT & DIFFICULT.
• Judged on their value system and trained for 18 months
• Particularly looks for employees on their values and whether the recruits would be
able to adapt to the culture of the organization

5. Contd…
• The process of selection is as follows:
1. Application Form
2. Written Examination
3. Medical Examination
4. Various rounds of Personal Interview.

6. Training and development
• 18 months training - 6 months more than the industry standard
• Build Leaders - Each employee is given an authority to take the decisions
pertaining to his work and this empowers them and helps in building a leader in
all.
• Strong talent management - Trains not only on the area of expertise but all the
related functions. Also, it keeps track of their performance to assess and future
career planning for them.

7. 360-degree Feedback
• Employees, including the managers and departmental heads are evaluated not only
just by their bosses or peers but also evaluated by their immediate subordinates.
• Counselled at a personal level and apprised of where they fell short of the
expectations and how to go about it.
• Guides them to prepare a roadmap for the future ,endeavours and tone their skills.

8. Employee Satisfaction Tracking System
• Conducting surveys to elicit response from the employees and the records
collected are used to rate the overall satisfaction level of the employees.
• Targeted to achieve 100% satisfaction in the course of its operation.
• Regularly looks into the employees concerns and strives to address them.
• Forums for the employees to voice their recommendation or compliment their
colleagues.
• Mandatory for the review committee to reply to the employees suggestions within
2 days or he shall be allotted default points.

9. Individualism of HR department
• Unlike many organizations, who consider HR as a support function, Taj
amalgamates the HR practices with all the other activities taking place within it.
This helps to make HR an integral part of the organization.

10. Balance Score Card
• The major focus is to align the individual’s performance with that of the
organization. Employees at every hierarchical level are assigned concrete and
well defined targets and then their performance is tracked to find out the
deviations, this forms the basis for assessing the employees.

11. Special thanks and Recognition System
• Employees were not just assessed on their performance but also on parameters like
honesty, trustworthiness, concern for the environment, team spirit, cooperation etc.
Besides, appreciations from the customers also fetched points
• Level 1 : Silver level was attained when the employee accumulated 120 points
within 3 months.
• Level 2: Gold Level was attained by employees who accumulated 130 points
within 3 months from the date of achieving the silver level.

12. • Level 3: Platinum level attained by employees scoring 250 points, 6 months from
attainment of level 2.
• Level 4: Membership of COO club on scoring points in the range of 510-760.
• Level 5: Scoring points above 760 would enable membership to MD’s club.

13. Overall outcomes
• A great impact on the employee commitment and ERR (Employee retention rate)
• They drove the employees beyond their duties which was totally unexpected of
them
• In 2002, Taj Group was conferred HERMES Award for its innovative HR
practices.
• With the implementation of STARS, there was tremendous improvement in the
service standards and also the customer satisfaction level.