PREFACE

Dear Reader, What you will see in the pages ahead is not just a Fulfillment of an Academic Need but the details of the Journey we went through at a Hotel called TAJ LANDS END, BANDRA . The Hotel is in its Pre-Opening Project Phase wherein we had an Opportunity to undertake my Project with specific reference to operational team members on board. The choice of the topic EVALUATION OF HYGIENE AND MOTIVATIONAL NEEDS OF EMPLOYEES AT TAJ LANDS END, BANDRA was partly due to the advice of my Guides, but more so of my in Dream about understanding Employee Expectations from an Organization.

INTRODUCTION
Business is an Activity Aimed at Creating Economy Surpluses. It is the Inter Play between the four Ms i.e. Material, Machine, Money and Manpower that brings fourth these surpluses. Undeniably it is the Manpower who is the only active part of the business who ensures the interplay between Materials, Machines and Money. In specific reference to India since the liberalization of early 1990s the business landscape has seen a sea change not only in terms of growth but also in the very nature of employment. This endeavor has been studied within the Professor Frederick Herzbergs (1968) Motivation-Hygiene Theory. Motivation-Hygiene Theory directly addresses Satisfaction and Dissatisfaction on the job. Herzberg describes two types of needs of Humans as (a) Extrinsic, relating to Animal Nature and the built-in drives; and (b) Intrinsic, relating to unique Human Characteristics such as Achievement and Psychological Growth. Herzberg suggests that Job Dissatisfaction is caused by deficits in the Extrinsic "Hygiene" dimensions of a job, such as Salary, Job Security, and Working Conditions. These dimensions, although they can cause Job Dissatisfaction if deficient, do not result in Job Satisfaction if present. Rather, it is the "Motivation" dimensions Intrinsic to a job such as Achievement, Responsibility, Advancement, and the Work itself that have the power to increase Job Satisfaction. The Research was conducted to study the Evaluation of Hygiene and Motivational Needs of Employees at Hotel Taj Mount Road, Chennai. The Fundamental Questions being Researched were:

1 2 3 4 5 6

Identifying Hygiene and Motivational Factors from Employees point of view. Identifying the Relative Importance Attributed by the Respondents to various Hygiene and Motivational Factors. Studying the Linkage between Satisfied Employees and their Performance. Identifying the Pattern of Ranking of various Hygiene and Motivational Factors from the Employees point of view. Studying the Linkage between the Standard of Guests Service in the Service Industry and the Motivation Level of the Employees. Examining the Applicability of Professor Frederick Herzbergs Hygiene and Motivational Theory with reference to an Organization in the Hospitality Industry. The type of Research used in the Study was Descriptive Research. The Scope of this

Study is Restricted to Hotel Taj Mount Road, Chennai. The sample size is 155 and the Sampling Procedure used is Convenience Sampling. A questionnaire was used for collecting Primary Data. After the Responses were obtained they were Analyzed Qualitatively and Quantitatively.

INDUSTRY PROFILE
Hospitality towards Guests has been an Age Old Culture across the World. The Inns of the Olden Days have now evolved into Star Category Hotels. They not only provide Accommodation and Food to the Traveler, but a whole plethora of Conveniences and Services. Though over the years the face of Inn-keeping has changed to Hoteliering, the basic Ethos has remained the same. To create a Home away from Home and of late to create and Office away from Office for the Travelers. The Hoteliering, is now an Industry, which is one of the Pillars of the Hospitality Sector; the other two being Tourism and Travel Industries. These are the Industries Complimenting and Supporting each other. The Customer is referred to as Guest and is considered the Most Important person on the premises. With the growth and severe competition among Hotels, service rather than facilities has become the key differentiating factor for the Competing Hotel Units. The Hotel can be broadly divided to into Accommodation Operations which encompasses the Front Office and Housekeeping, and Food & Beverage Operations comprising the Production (Kitchen) and Service Departments. Traditionally these two Operations have been known to contribute to total revenues in the 60%:40% ratio respectively. These Operations know as Front of the House are supported by the Heart of the House comprising of Engineering, Finance, Sales & Marketing, Human Resources, Information Systems, Learning & Development and Security. The deliveries of Service being Spontaneous, Hotels are Labour Intensive. This underlines the Importance of Recruiting, Inducting, Training and Retaining Service Oriented Employees who give their Best every day with every Guest.

COMPANY PROFILE

COMPANY PROFILE TAJ MISSION

Product, Service and Profit Leadership.

TAJ VISION
Embrace Talent and harness Expertise to leverage standards of Excellence in the Art of Hospitality to Grow our International presence, Increase domestic Dominance and Create Value for all stakeholders. For more than 100 years, we have Acquainted Guests with the living heritage of India and a legendary experience in Hospitality. It began on December 16, 1903, when Jamshetji Nusserwanji Tata opened Tajs First Hotel, the Taj Mahal Palace & Tower, Mumbai. This Grand Hotel Epitomized a philosophy that still holds true today: provide impeccable Service and Unparalleled Facilities so that every stay is a Memorable One. A part of the Tata Group of companies, India's premier business house, Taj Hotels Resorts and Palaces comprises 57 Hotels in 40 Locations across India with an additional 18 International Hotels in the Maldives, Mauritius, Malaysia, Australia, UK, USA, Bhutan, Sri Lanka, Africa, and the Middle East. Over the years, Taj has won international Acclaim for its Quality Hotels and its Excellence in Dining, Business Facilities, Interiors, and World-Class Personalized Service. In India, Taj is recognized as the Premier Hospitality provider, spanning the length and breadth of the country, and gracing Important Industrial Towns and Cities, Beautiful Beaches, 5

Historical and Pilgrim Centres, and Wildlife Destinations. An Innovator in Dining, Taj was the first to introduce Sichuan, Thai, Italian, Mexican, and Californian cuisine into the country. In 1972, it was the First to open a 24-hour Coffee Shop in India at Taj Mahal Palace & Tower, Mumbai. Today, each Restaurant is Reflective of that Tradition, Setting Benchmarks for an Outstanding Culinary Experience. The Taj Group of Hotels is one of the Largest Hotel Chain in South Asia with 76 Hotels in India and abroad with a turnover of over 1500 Crores. The Taj Hotels operate through Four Strategic Business Units which are; Luxury International, Luxury India, Leisure and Business.

TAJ LUXURY HOTELS (International)

1 St. James Court - London (UK) 2 51 Buckingham Gate London (UK) 3 Taj Exotica Resort & Spa, Maldives. 4 Taj Exotica Resort & Spa, Mauritius 5 The Pierre , New York 6 Taj Palace, Dubai 7 Campton Plaza, New York 8 Taj Boston

TAJ LUXURY HOTELS (India)

The Taj Luxury Hotels capture the essence of the Taj experience. Located in the main Political and Commercial cities of India they maintain the Highest Standards of all the Services they offer. With Exquisitely Appointed Rooms and Modern Facilities of these Hotels offer the finest Standards of Hospitality and Service. 9 Taj Mahal Palace and Towers - Mumbai 10 Taj Coromandel - Chennai 11 The Taj Mahal Hotel - New Delhi 6

12 Taj Bengal Kolkatta 13 Taj Palace Hotel New Delhi 14 Taj West End Bangalore 15 Taj Krishna Hyderabad 16 Taj Lands End Mumbai 17 Rambagh Palace Jaipur 18 Taj Lake Palace Udaipur 19 Wellington Mews- Mumbai 20 Taj Umiad Bhavan Palace Jodhpur

TAJ BUSINESS HOTELS

Located in the Heart of Indias key commercial Cities and Towns, the Hotels provide every Modern Facility at particularly attractive Rooms with International style. Hotels meet the growing needs of business travellers to cities, which are rapidly Industrialising and Expanding. 1 Blue , Sydney 2 The Pamodzi Hotel, Lusaka. 3 Taj Samudra, Colombo 4 Airport Garden Hotel, Colombo 5 Manjarun Hotel (Mangalore) 6 The Ambassador Hotel (New Delhi) 7 Taj Residency Ummed (Ahmedabad) 8 Gateway Hotel on Residency Road (Bangalore) 9 Taj Residency (Aurangabad) 10 Taj Residency (Bangalore) 11 Taj Residency (Calicut) 12 Taj Connemara (Chennai) 13 Taj Banjara (Hyderabad) 14 Taj Residency (Hyderabad) 15 Taj Residency (Lucknow) 16 Taj President (Mumbai) 7

17 Taj Residency (Nashik) 18 Taj Blue Diamond (Pune) 19 Taj Residency (Vishakhapatnam) 20 Gateway on Athwa Lines(Surat) 21 City Inn (Baramati) 22 Taj Mount Road ( Chennai) 23 Taj Gateway (Vijaywada opening shortly) 24 ITPL (Bangalore opening shortly)

TAJ LEISURE HOTELS

At the Taj Leisure Hotels, pleasure seekers, the curious and those simply get away from it all can do just that. These properties include idyllic between genuine palaces, turn-of-the-century garden retreats, hotels located in pilgrim centres and some of Indias best wildlife sanctuary offering you experiences entirely unique in themselves. Taj Palace Hotels 1 Jai Mahal Palace (Jaipur) Taj Resort Hotels 1 Fishermans Cove (Chennai) 2 Fort Aguada Beach Resort (Goa) 3 The Aguada Hermitage (Goa) 4 Taj Exotica (Goa) 5 Taj Holiday Village (Goa) Taj Garden Retreats 1 Taj Garden Retreat (Chikmagalur) 2 Taj Garden Retreat (Coonoor) 3 Taj Garden Retreat (Kumarakom) 4 Taj Garden Retreat (Madurai) 5 Taj Garden Retreat (Thekkady) 8

6 Taj Garden Retreat (Varkala) 7 Taj Cultural-Centre Hotels 8 Taj View Hotel (Agra) 9 Taj Ganges (Benares) 10 Taj Malabar (Cochin) 11 Taj Hari Mahal (Jodhpur) 12 Hotel Chandela (Khajuraho) Taj Other Hotels 1 Taj Residency (Ernakulam) 2 Taj Kuteeram (Bangalore) 3 Ramgarh Lodge (Jaipur) 4 Savoy Hotel (Ooty) 5 Taj Exotica, Bentota 6 Taj Coral Reef, Maldives

UNIT PROFILE
Mission Statement of TMR 1 2 3 Be market leaders in F & B Hip, Stylish Service Profitable operation from beginning

Vision Statement of TMR We at Taj Mount Road will strive to exceed guest expectations and financial targets by creating unique and buzzing experience We will achieve this through a smart, agile, competent and process driven team VALUES 1 1 1 1 1 1 1 PEOPLE DIVERSITY, INTEGRITY & RESPECT PASSION FOR EXCELLENCE EXCEED EXPECTATIONS INNOVATION SENSE OF URGENCY & ACCOUNTABILITY SOCIAL RESPONSIBILITY JOY AT WORK

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Address:
Taj Mount Road, Chennai No.2 Club House Road, Chennai 600 002. India Tel: 91 44 6462 7156 Fax: 91 44 2846 1908 e-mail: tmrhrd.chennai@tajhotels.com Website: www.tajhotels.com

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OBJECTIVES SCOPE & LIMITATIONS OBJECTIVES OF THE STUDY

1 2 3 4 5 6 To Identify Hygiene and Motivational Factors from Employees point of view. To Identify the Relative Importance Attributed by the Respondents to various Hygiene and Motivational Factors. To Study the Linkage between Satisfied Employees and their Performance. To Identify the Pattern of Ranking of various Hygiene and Motivational Factors from the Employees point of view. To Study the Linkage between the Standard of Guests Service in the Service Industry and the Motivation Level of the Employees. To Examine the Applicability of Professor Frederick Herzbergs Hygiene and Motivational Theory with reference to an Organization in the Hospitality Industry.

SCOPE OF THE STUDY

1 This covers 155 Regular Employees of Hotel TAJ MOUNT ROAD, CHENNAI, which is in its Pre-Opening Stage.

LIMITATIONS OF THE STUDY

1 Some of the Respondents were not in a position to give complete data, so the Researcher had to proceed with the Available Data. 2 Subjective Bias on the part of the Respondents can never be fully ruled out in a Study of this kind. 3 The Findings of this Study are Applicable to Employees in the Hospitality Industry, the Findings are Not Applicable to Other Sectors. 12

RESEARCH METHODOLOGY RESEARCH METHODOLOGY

RESEARCH DESIGN The Adoption of a proper Methodology is an Essential and Important step in conducting survey (or) any Research. In this Study the Researcher has Adopted Descriptive Research Method. Descriptive Research Studies are those studies which are concerned with describing the state of affairs as it exists at present. RESEARCH TOOL A Questionnaire was used as the Research Tool for this Study. The Questionnaire was chosen as it provides a more Comprehensive view than any other Research Tool. SAMPLING TECHNIQUE The Sampling Technique used by the Researcher is Convenience Sampling Method which is a type of Non-Probabilistic Method of Sampling whereby elements are selected on the basis of Convenience. SAMPLE SIZE The Researcher has collected Information from 155 Respondents with the help of a Questionnaire and through Informal Discussion. The Respondents were from the Departments of General Administration, Human Resources, Learning & Development, Sales, Systems, Finance, Purchase, Front Office, Kitchen, Food & Beverage Service, Housekeeping, Laundry, Engineering and Security. The respondents were of different Designations like Managers, Asst. Managers, Executives, Associates, THT, Chefs, Commis, Attendants, Hostess, HOMT, Operators, Engineers and Security Guards.

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QUESTIONNAIRE The Questionnaire was logically framed in such a manner to gather Information, which favors the Objectives. The questionnaire included 1 2 3 General Questions Closed-Form Questions Open-Ended Question

The questions that were included were 1 2 3 4 Rating Questions Ranking Questions Dichotonomous Questions Multiple Choice Questions

DATA COLLECTION
PRIMARY DATA COLLECTION 1 The Primary Data was collected through Survey Method, Observations and Informal Discussions. 2 The Data Collection was conducted within the Office Premises of Hotel Taj Mount Road, Chennai. 3 The Sample Size is 155.

SECONDARY DATA 1 Secondary Data about the Organization was collected, Referring to the Employees Hand Book, Organizational Manuals and through the companys Website. 2 Other Information Regarding the Project was collected through Books and Internet. 14

PILOT STUDY The Pilot Study was conducted to find out the Effectiveness of the Questionnaire and to check if any corrections are to be made. The Prototype of the Questionnaire was Administered on a Sample of 20 Respondents to understand certain Factors such as: 1 2 3 Whether the Respondents Understand the Entire Questions? Whether Certain Words in the Question Need Explanation? Are there Unwanted Questions? After the Approval from the Manager Human Resources and my Faculty Guide further process of Collecting Primary Data was Executed

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FINDINGS
1 Better Financial Prospects is Ranked as the First cause of Employees Resigning from their Jobs. Career Advancement Prospects were Ranked Second followed by Overseas Employment Opportunities which were Ranked Third. This was followed by A Desire to Start their Own Business (Ranked Fourth) and Relocation Due to Personal Commitments was Ranked Last. 2 Salary and Allowances as per Industry Norms were ranked as the First Motivating Factor by the Respondents. This was followed by Job Security to Some Degree. Recognition of Work was Ranked Third followed by correct Guidance from Superiors and the Presence of Helpful and Cooperative Subordinates. 3 92.9% of the Respondents stated that Satisfied Employees Work Hard. 7.1% of the Respondents did not Agree with this Statement. 4 Picnics / Family Get To-Gether for the Staff and their Families was Ranked as the Crucial Factor contributing towards a Congenial Working Environment. This was followed by Inter-departmental Games, Food Festivals, Yoga Sessions and Movies. 5 Opportunities for Career Development have been Quoted as the Most Important Factor which Motivates the Employees to put in their Best Efforts. This was followed by Training Programmes for Employees. Recognition of Excellent Work, Empowerment (with reference to Decision Making) and Suggestion Scheme were Ranked Third, Fourth and Fifth Respectively. 6 The Availability of Latest Technology has been Ranked First among the Factors which Motivate the Employees towards Optimum Performance. This was followed by Suitable Equipments for Daily Work. A clean & Safe Working Environment, Quality Materials and Free Laundry Service were Ranked Third, Fourth and Fifth Respectively by the Respondents. 7 Uniform has been Rated as the Most Important Factor of Satisfaction of their Basic Needs. This was followed by Cafeteria, Company Accommodation, Lockers / Bunkers 16

and Transport Facility. 8 51% of the Respondents stated that providing them Holidays at Taj Properties had a strong Motivational effect. 34.2% stated that an In-House Convenient Store / Shop and 14.8% stated that Concierge Services had a Motivational effect on them. 9 76.1% of the Respondents Strongly Agree that the Standard of Customer service in the Service Industry is Largely Determined by the Motivation Level of Employees. 18.7% of the Respondents Agree with the Statement. 3.9% of the Respondents are Undecided. 0.6% each of the Respondents Disagree and Strongly Disagree with the Statement. 10 Respondents in the Younger Age group (21 25 Years) did not give much Importance to Career Development. However the Respondents who were >40 Years of Age Evinced More Interest in Career Development. This may be Attributed to the fact that Younger Employees will find Jobs in other Organizations. The Older Employees may find it difficult to get similar Jobs in other Organizations. 11 Respondents in the Age group of <=20 Years did not give Much Importance to Empowerment. Respondents in the Older Age group (36 40 Years) gave More Importance to Empowerment at the Work Place. 12 The Respondents in all the Age groups gave a lot of Importance to the Latest Technology being available at the Work Place (Kitchen, Food & Beverage Service, Front Office and Housekeeping). This would help them to put in their Optimum Performance. 13 Respondents in the Age group of >40 Years give a lot of Importance to Recognition of Outstanding Work as a Motivating Factor. Respondents in the lower Age group (<=20 Years) did not give much Importance to this aspect. 14 Respondents in the Age group of <=20 Years gave a lot of Importance to Training Programmes. Respondents from the Age group of >40 Years gave Very Little Importance to Training Programmes. This could be Attributed to the fact that they have gained enough Hands-on Experience. 17

15 Female Respondents gave a lot of Importance to Pickup and Drop Facility provided by the Employer. The Male Respondents did not give Much Importance to the same aspect. 16 Male Respondents have stated that Picnics / Family Get To-Gether help to create Congenial Working Environment. The Female Respondents have given Less Importance to these activities as a means of providing a Congenial Working Environment. The Researcher observed from the Analysis of Primary Data that the Boundaries between Hygiene and Motivational Factors are Very Thin. The same Factor is Perceived as a Hygiene Factor by some Respondents and as a Motivational Factor by other Respondents. It is worthwhile stating that the Primary Data Analyzed has revealed that Higher Salary and Allowances are a Motivating Factor for many of the Respondents(41.9%). Professor Frederick Herzberg has stated in his theory that Salary and Allowances were a Hygiene Factor. This difference may be due to Economic and Cultural Differences in U.S.A and INDIA.

The Perception of the Employees about Hygiene and Motivational Factors is a Constantly Changing one, a Factor seen as a Hygiene one today may be a Motivational after some time and Vice Versa.

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SUGGESTIONS
1 The Management may consider enhancing the Salary and Allowances paid to the Employees. This will be within the frame work of Certain Legal Requirements. The Variable Component of the Salary Package can be Reworked. The Human Resources Department can develop specific Career Progress Plans for the Employees so that are Motivated by the chances to advance in their Career. The Human Resources Department may consider Postings for the Staff at their Foreign Properties for a particular period of time. This may have a motivating effect on the Employees and prevent them from resigning from the Company. The Human Resources Department may consider Products and Services from the Enterprises Started by the Ex-employees. 2 The Factor Ranked Second by the Respondents was Job Security, the Organization will have to assure them about the policy pertaining to this and clearly explain it in the Offer Letter. The Factor Ranked Third was Recognition of Outstanding Work, the Human Resources Department could award suitable Monetary or Non-monetary Rewards to Employees who have Outstanding Work. The contributions of these Employees may be published in the House Magazine / Notice Boards along with their photos. This will serve to Motivate other Employees as well. The Factors Ranked Fourth and Fifth are Correct Guidance from Superiors and the Presence of Helpful and Cooperative Subordinates. The Management could provide such environment through Suitable Counseling for their Employees. 3 Majority of the Respondents (92.9%) Agreed that Satisfied Employees Work Harder. The Human Resources Department may consider conducting Job Satisfaction Surveys among the Employees at Periodic Intervals.

As the Respondents choose Picnics / Family Get To-Gether as a Factor which will help create a Congenial Working Atmosphere. The Management may call for Suggestions from the Employees about the venue for Picnics / Family Get To-Gether. 19

5 Most of the Respondents (50.3%) stated that the Availability of Latest Technology (Equipments, Tools, and Supplies) helps them to put in their Optimum Performance and Provide Quality Service to the Guests. The Management may make efforts to Procure and Supply the Latest Technology and Advanced Equipments in the Areas (Kitchen, food & Beverage Service, Front Office and Housekeeping). This would lead to a High Level of Guest Satisfaction and Repeat Customers. 6 Most of the Respondents have stated that provision for Uniform and other items by the Management will provide a Moderate Level of Satisfaction of their Basic Needs. The Human Resources Department may decide on a suitable policy with reference to Provision and Laundering of Employee Uniforms. The Cafeteria Facility available to the Employees was Ranked Second by the Respondents, as the Facility which would Satisfy their Basic Needs. The Present Arrangement may be Continued with. 7 Many of the Respondents (51%) have stated that providing Holiday Accommodation at Taj Properties to them will have Motivational effect. The Management may continue its current Policy of Holiday Accommodation to its Employees at different Properties at Concessional Rates. The Human Resources Department may consider providing Complementary Food to Employees of their Holidays Staying at various Taj Properties. 8 The Respondents have stated that Empowerment is a Motivating Factor. The Management has to Suitably Empower the Employees to take Decisions in their day-today functioning. 9 The Female Respondents have stated that Transport Facility provided by the Employer Satisfies their Basic Needs to some extent. Since the Hotel is not yet Functioning. Once the Hotel Starts Functioning the Management may provide Facilities for Droping the Lady Employees at the End of their Afternoon Shift. The package JOY @ WORK Developed and Implemented by the Corporate Human 20

Resources Department is an Employee Friendly and Proactive measure for Satisfying some of the Hygiene and Motivational Needs of the Employees (Refer to Annexure II for details). The Researcher has Observed that quite a number of Employees have joined the Organization and Resigned to Join elsewhere within a span of six months. The Challenge for the Human Resources Department is Retention of Employees and not Recruitment. As more High-end Hotels will be launched in Chennai, the Crucial need is to Retain Qualified, Competent and Experienced Employees which will make a difference in Customer Service and strengthen customer loyalty. The Human Resources Department has to recognize the fact that the Borders between the Hygiene and Motivational Factors are Constantly Shifting (Findings Page No.103 105). Suitable Employee Friendly Human Resources Policies will help to Satisfy the Hygiene and Motivational Needs of employees to a Great Extent. This will help to retain qualified and experienced employees.

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QUESTIONNAIRE _____________________________________________________________ Name: Age: Gender: Educational Qualification: Designation: Department: Date of Joining Taj Mount Road, Chennai: Working Experience in the Industry In Years / Months: Working Experience with the Taj Group of Hotels: In Years / Months: _____________________________________________________________
Note: There are no right or wrong options. Please feel free to state your opinion

For the questions given below Rate the appropriate one from the options
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1 Most Important 4 Less Important

1.

2 Important 5 Least Important

3 Neutral

In your opinion which of the following will provide Some Level of Satisfaction of your Basic Needs? (Please Rate) Lockers / Transport Bunkers Facility
2.

Cafeteria

Uniform

Company Accommodation

Which of the following will help you to put in your Optimum Performance in the Work Place? (Please Rate) Suitable Clean & Safe Equipments Environment
3.

Quality Materials

Latest Technology

Free Laundry Service

In your opinion which of the following will motivate you to put in your Best Efforts? (Please Rate) Training Suggestion Scheme In your opinion which of the following will help to create a Congenial Working Environment? (Please Rate)
4.

Career

Empowerment

Recognition Development

Movies Family Gether

Food Festivals

Games

Yoga Sessions

Picnics / Get To-

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Which of the following will motivate you towards putting in your Best Efforts? (Please Tick One)
5.

In-House Convenient Concierge Service Holiday Accommodation Store / Shop at Taj Properties 6. Rank the following in order of Importance to you in Reference to Motivation? (Please Rank 1 - 5) Salary and Allowances as per Industry Norms Some Level of Job Security Correct Guidance from Superiors Helpful and Cooperative Subordinates Recognition of Outstanding Work 7. Do you feel that Satisfied Employees Work Hard? Yes No

If No give reasons ______________________________________________ __________________________________________________________________ __________________________________________________________________ ___________________________________________________

According to you what are the Reasons for Employees Resigning their Jobs? (Please Tick One or More)
8.

Better Financial Prospects

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Career Advancement Overseas Employment Opportunities Relocation Due to Personal Commitments To Start Own Business

9. What is the One Aspect, that Motivates you the Most to give your Best at the Place of Work? __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ _________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ _________________________________________ 10. Do you Agree that the Standards of Guest Service in the Service Industry is Largely Determined by the Motivation Level of Employees? Strongly Agree Disagree Agree Neither Agree Nor

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Disagree

Strongly Disagree

- Thanking You For Sparing Your Valuable Time !

JOY @ WORK
BRING IT TO LIFE Joy is defined as a feeling of happiness coming from success, good fortune and a sense of well-being Webster Dictionary Definition. Given a choice, people would rather work at a wonderful place than a mediocre or miserable one. So why not create a wonderful place to work in? Why risk losing good people, when you can create an environment that encourages them to stay? Indeed, why not make your workplace culture itself, a selling point to attract and retain key talent? Joy@Work comes both from appreciation of human sprit and organizational support for 26

developing capabilities. The Joy@Work initiative is directly to realizing the learning and growth objective of the divisions Balance Score Card an Energized, Passionate Workforce. In order to create a better atmosphere at work, a series of Joy@Work initiatives are outlined in this manual for your unit. We request you to implement these initiatives in the structured format. They focus on team spirit, unleashing the capabilities of employees, striking a work-life balance, Breaking the ice, creating laughter which has scientifically proven health benefits, enhancing the drive to excel and nurturing a sprit of innovation and creativity.

CONTENTS OF JOY 1. A Place To Unwind 2. A Global Menu 3. Just Chill!!! 4. Movie Masti & Magic 5. Holidaze 6. Talent Hunt 7. Edutainment 8. New Avenues 9. The Catch Of The Day 10. Joint Adventure 11. Shopease 12. Aces & Paces 13. Surf Board 14. At Your Service

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15. Tripping Out 16. Fast Track 17. Family Jambori 18. Served With A Smile 19. Centre Of Attraction 20. Feedback On Joy@Work

A PLACE TO UNWIND Objective: To provide employees a source of fun and entertainment, making them look forward to come to work. Frequency: Daily Eligibility: All employees Venue: Indoor How we go about it: 1 Identify a suitable place for the Recreation Room. 2 Organize indoor games such as Carrom, Chess, Table Tennis, Playing cards, punching bags, etc. 3 Play music to create liveliness. Benefits to the Employees: Enhances fun and frolic at work. Refreshes and works as a destresser. A GLOBAL MENU Objective: To provide employees with a source of fun, to enable working in teams, to bring out the best in creativity and to provide opportunities for team members to experience various

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cuisines. Frequency: Monthly Eligibility: All employees (Department-wise) Venue: Staff cafeteria How we go about it: 1 HR department to plan a schedule of departments to conduct a Food Fest at the beginning of the year, in the cafeteria. 2 HODs to finalize a particular day for cafeteria adoption, after discussions with her / his team. 3 4 5 Team members to be included in the planning and decision-making process. Communicate the event through posters on notice boards and at the staff cafeteria. HODs to be present to serve, along with the staff.

Benefits to the Employees: Facilitates team spirit and a sense of a warm and caring culture.

MOVIE MASTI & MAGIC Objective: To provide employees with a source of fun and foster a feeling of togetherness. Frequency: Bi-monthly Eligibility: All employees Venue: Indoor How we go about it: 4 The HR department and team members to decide on the movie. 5 Communicate the event through posters on notice boards and at the staff cafeteria. 6 Finalize the venue.

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7 Finalize movie equipment. 8 Organize tea, coffee and snacks. Benefits to the Employees: Provides entertainment and rejuvenation

JUST CHILL!!! Objective: To provide soft drinks at the cafeteria to team members at cost price. Frequency: Daily Eligibility: All employees Venue: Staff cafeteria How we go about it: 9 HR and Materials Department to identify and tie-up with soft drink providers for the installation of coolers for the sale of soft drinks at cost price. 10 A Coupon system to be introduced. 11 Employees to purchase the coupons from the cafeteria supervisor and exchange the same for a soft drink. Benefits to the Employees: Enables more refreshing breaks.

HOLIDAZE Objective: To ensure a work-life balance. Frequency: Annual Eligibility: HODs, Executives and Employees How we go about it: 12 At the beginning of the year (April), HODs to plan their Annual Leave, which will be

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plotted in the monthly calendar for submission to the GM. 13 Similarly, the executives and employees leave planner to be approved by HOD. 14 Leave, once planned at the beginning of the year, cannot be changed without the prior approval of the GM or HOD. 15 Leave, once approved, should be honoured. Benefits to the Employees: Betters work-life balance.

TALENT HUNT Objective: To encourage all employees to participate in competitions - to develop and showcase their expertise / talent and stimulate them intellectually. Frequency: Fortnightly Eligibility: All employees Venue: Indoor How we go about it: 16 HR, along with the Joy@Work team, to plan and conduct the event. 17 Communicate the event through posters on notice boards and at the staff cafeteria. 18 Make participation compulsory from all departments. 19 Will be a team event and the contest will be different every fortnight. 20 Each department will put up a team to participate. 21 Finalize the venue. 22 Finalize the judges for the events (employees to be nominated as judges). 23 Finalize prizes for the winners. Benefits to the Employees: Helps break away monotony of a routine job. Reduces stress,

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increases inter-departmental interaction and fosters team spirit.

EDUTAINMENT Objective: To enhance the quality of communication by the usage of the electronic media. Frequency: Daily Eligibility: All employees Venue: Heart of the house How we go about it: 24 Replace existing notice boards, normally used for the display of general information, with a plasma / LCD TV. 25 HR to upload Vision, Mission, Values, Employee Birthdays and Anniversaries, Staff Happenings, facts about The Hotel and Important Messages. Benefits to the Employees: Increases awareness through education and entertainment.

NEW AVENUES Objective: To enhance an executives life style and enable her / him to learn a new talent / way of life. Frequency: Quarterly Eligibility: GM, HODs and Executives Venue: Indoor How we go about it: 26 Communicate the event through email. 27 Identify the art or life style to be learnt.

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28 Identify a facilitator / expert to conduct the session. 29 Finalize the venue and logistics for conducting the event. Benefits to the Employees: Increases knowledge, confidence and the persons life style image.

THE CATCH OF THE DAY Objective: To encourage creativity, team spirit and to de-stress. Frequency: Daily Eligibility: All employees Venue: Indoor How we go about it: 30 Communicate the concept of photographically capturing team members in various candid moods, through notices and posters. 31 Make a digital camera available at HR for interested members. 32 Upload the best photograph on the LCD / Plasma TV. Benefits to the Employees: Encourages creativity and team spirit.

JOINT ADVENTURE Objective: To encourage HODs to participate in fostering better team spirit, work relationships and bonding in the team. Frequency: Annual Eligibility: HODs Venue: Outdoor How we go about it:

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33 The GM and HOD to decide and finalize the venue. 34 Team building to be organized, depending on the business of the unit. Benefits to the Employees: Provides entertainment, generates team spirit and bonding.

SHOPEASE Objective: To ease the shopping experience for employees and their family members. Frequency: Daily Eligibility: All employees Venue: Outdoor How we go about it: 35 Identify and tie-up with reputed outlets for discounted prices. 36 HR and Materials department to co-ordinate to identify and tie-up with retail outlets. 37 Communicate the list of discounted items at various outlets through notices. Benefits to the Employees: Makes shopping easy.

ACES & PACES Objective: To encourage employees to develop and showcase their talent by participating in various events. Frequency: Quarterly Eligibility: All employees Venue: Outdoor How we go about it: 38 HR and JAW team to plan and conduct events across units.

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39 Teams, comprising members of all departments, to participate in the events organized across other units. 40 This is a team event and the contest will be different every quarter. 41 Organize prizes to be given to the winning team at the end of the event. Benefits to the Employees: Develops extra curricular activities, generates better health. Fosters healthy competition, greater inter-unit and inter-departmental interaction and team spirit.

SURF BOARD Objective: To encourage employees to use the electronic media as a source of enhancing knowledge, creativity and innovation. Frequency: Daily Eligibility: All employees Venue: Indoor How we go about it: 42 HR to identify a suitable place for providing PCs with internet connections. 43 The systems department to upload and provide access to the Taj website, Taj Buzz and knowledge Hub. 44 Encourage staff to upload articles and learn best practices. 45 Create awareness of recent uploads and changes through notices, to ignite interest and enthusiasm. Benefits to the Employees: Increases awareness and is a medium for self learning.

AT YOUR SERVICE

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Objective: To assist employees in carrying out their personal errands and commitments, thus enabling them to spend more quality time with their families, friends or in any other way they deem fit. Frequency: Thrice a week Eligibility: All employees Venue: Indoor How we go about it: 46 Engage a Service Provider who can provide employees concierge service, like the payment of electricity and mobile bills, buying and delivering movie and travel tickets etc. 47 Communicate the concierge schedule to all employees. 48 Identify a place for the concierge service which is close to the staff entrance. Benefits to the Employees: Generates greater productivity and a better work-life balance. TRIPPING OUT Objective: To encourage all team members to foster a greater team spirit and generate bonding among the team at the unit. Frequency: Annual Eligibility: All employees Venue: Outdoor How we go about it: 49 Form an internal community. 50 Communicate the event through posters on notice boards and at the staff cafeteria 51 Decide on a venue in conjunction with team members.

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52 Organize picnics in 3-4 batches depending on the business of the unit. Benefits to the Employees: Provides entertainment, generates greater team spirit and bonding.

FAST TRACK Objective: To encourage team members to participate in sports and harness their talent that would result in a better team spirit and bonding. Frequency: Annual Eligibility: All employees Venue: Indoor / Outdoor How we go about it: 53 Create a sports committee to plan the event. 54 Market the event through posters on notice boards and at staff cafeteria. 55 Invite nominations for the various events. 56 Finalize the venue. 57 Finalize the judges for the events.(Employees to be nominated as judges) 58 Organize prizes for the winners. Benefits to the Employees: Makes people fitter and healthier. Fosters healthy competition. Results in better inter-departmental interaction and team spirit.

FAMILY JAMBORI Objective: To foster a sense of belonging and pride in the organization, among employees as well as their families. Frequency: Annual

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Eligibility: All employees Venue: Indoor / Outdoor How we go about it: 59 An Annual Day Team Committee to be created to organize the event. 60 Communicate the event through posters on notice boards and at staff cafeteria. 61 Finalize the venue and logistics for conducting the event. 62 Childrens drawing competition and a talent contest to be organized (the theme to be decided by the unit). 63 Organize a childrens party with a high tea and with gifts that can be distributed to all children present. 64 Team members to be encouraged to participate in the various entertainment programmes decided by the unit. 65 Rehearsals and events to be organized by the units. 66 Prizes to be distributed to the winners. 67 Dinner to be organized for all invitees. 68 Chief Guest to be identified for the event. Benefits to the Employees: Creates a sense of belonging and well-being.

SERVED WITH A SMILE Objective: To provide employees with a quality of dining experience (Evocate of a restaurant). Frequency: Once in 3 years Eligibility: All employees Venue: Indoor

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How we go about it: 69 Budget for the logistics and set up of the Staff Caf. 70 Ensure that the dcor of the Staff Caf is along the same lines as other trendy coffee shops. 71 Take assistance, if required, from an interior. 72 Unit to ensure they are within the approved budget. Benefits to the Employees: Provides a better dining experience enables people to feel like valued guests. Allows them to unwind and relax during their free time.

CENTRE OF ATTRACTION Objective: To create an energetic, creative and vibrant work place for team members. Frequency: Once in 3 years Eligibility: All employees Venue: Unit How we go about it: 73 Budget to be decided in consultation with the GM and Finance Manager. 74 An NGO (dealing with underprivileged kids) to paint the team entrance, depicting a kids theme (e.g. Parikama in Bangalore), that will also show that we care for our community. 75 The rest of the Heart of the House can be painted with bright colors, depending on the area. Benefits to the Employees: Creates a lively and vibrant work place.

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FEEDBACK ON JOY @ WORK The more stars you award, the better you think it is S.No. JOY QUOTENT 1. 2. 3. 4. 5. Recreation Facility The Food Festivals organized at the cafeteria Better priced soft drinks at the cafeteria The overall movie experience during Movie Masti & Magic The leave planner system 40 * ** *** **** *****

6. 7. 8. 9. 10. 11. 12. 13. 14. 15.

The Talent Contest The Visual Displays The Browsing Facility Provided The Life Style Facility Provided The Catch of the Day HODs Offsite Team-Building Workshop The Annual Sports Day The Staff Concierge The Picnic

The Staff Annual Day 16. The Joy @Work initiative

BIBLIOGRAPHY BOOKS REFERRED

1 John W. Newstrom and Keith Davis (2005) Organizational Behaviour Tata McGraw-Hill Publication. 2 V.S.P Rao (2006) Human Resource Management Excel Books.

3 J.Jayasankar (2006) Organizational Behaviour Margham Publication. 4 Dr. S. Shajahan (2005) Research Methods for Management Jaico Publication.

INTERNET SOURCES
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1 2 3 4 5

www.tajhotels.com www.tata.com www.wikipedia.org www.answers.com www.google.com

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