INDEX Sr no. Title Pg no.

1 2 3 4 5 6

8 9 9 10 11
12

Acknowledgement Executive summary Introduction Vision, Mission, Goals, Beliefs & Values Turnover Organizational Chart Various departments Front - office Accounts F & B Production F & B Service Housekeeping Engineering Horticulture Animation Human Resource Department Functions Annual HRD program Policies HRD Cost Project on Employee feedback Objective, Methodology, Limitations Questionaire Bar Graph of various departments Overall pie charts of all departments
Recommendations/Suggestions

3 4 5 6 6 7 8 8 9 9 10 10 11 11 11 12 13 15 16 22 23 24 25 27 33
36

EXECUTIVE SUMMARY
Resort Dona Sylvia started in 1990 as a 3 Star resort. It is now officially classified as 5 Star resort. Resort Dona Sylvia is India's only 'All Inclusive' Mediterranean Style Club Resort located in the heart of the tourism belt, India's Premier Mediterranean Club Resort is spread over 26 acres of landscaped gardens along the stunning Cavelossim Beach in South Goa. Managing Director of the resort is Mr. Victor Albuquerque. The nine departments of Resort Dona Sylvia are as follows: Accounts: Purchase department Cost Control department General Stores department Front Office Food & Beverage Production Food & Beverage Service Animation Housekeeping Horticulture Engineering Human Resource Department.

Human Resource department is the most important of all the available resources. Types of training imparted at RDS are Induction, On-the-Job and Behavioral training. Functions of HRD are Recruitment and selection, Personal information system, Manpower planning, Performance appraisal and reward system, Grievance handling, Training and development, Statutory requirements, Staff welfare, Overall control of staff and security, Liaison with government and other local bodies etc. Various policies of HRD are Training, Employee welfare, compensation and benefits etc. I have done my project on Employee feedback.

INTRODUCTION Resort Dona Sylvia was started in the year 1990 as a 3 star Resort. It has 183 rooms and is official classified as a 5 star. Resort Dona Sylvia is India's only 'All Inclusive' Mediterranean Style Club Resort located in the heart of the tourism belt, India's Premier Mediterranean Club Resort is spread over 26 acres of landscaped gardens along the stunning Cavelossim Beach in South Goa. All 183 rooms are with Air-conditioner, Telephone, Television, Hot & Cold running water and balcony/verandah, 166 Superior rooms, 12 deluxe rooms and 5 Suites. PARENT COMPANY MANAGING DIRECTOR DIRECTOR : ALCON RESORT HOLDING LTD : MR. VICTOR ALBUQUERQUE : MRS. SYLVIA ALBUQUERQUE

WHO IS WHO AT RESORT DONA SYLVIA

1) 2) 3) 4) 5) 6) 7) 8) 9) 10) 11) 12) VICE PRESIDENT EXE. ASST. MANAGER MANAGER HR & ADMIN FINANCE CONTROLLER FRONT OFFICE MANAGER F & B MANAGER EXE. HOUSEKEEPER SENIOR ENGINEER SENIOR EXE. ANIMATION ASST. PURCHASE MAGR EXECUTIVE CHEF HORTICULTURIST : Mr. Rajendran Menon : Mr. Atool Mulgaonkar : Mr. Fleming Dias : Mr. Roque Rodrigues : Mrs. Maxy Colaco : Mr. Norman Colaco : Mrs. Maria Mesquita : Mr. Latif Shaikh : Mr. Dulcidonio Almedia : Mr. Anthony DCosta : Mr. Samir Bose : Mr. Santosh Mangale

VISION

Our purpose is to be a leading provider of innovative products with warm, friendly service generating superior value for money for our guests thus enhancing repeat clientele. MISSION We shall accomplish this by constantly delighting our guests with consistent superior food & beverage experience; well- maintained functional rooms, recreational facilities and entertainment in an eco friendly ambience. GOALS Committed vendors, delighted guests, unique packages, higher profitability, goodwill and growth. BELIEFS & VALUES Guest focus, employee satisfaction, teamwork, innovation, accountability, honesty & fairness, quality, excellence, diligence and profitability.

TURNOVER Organizational growth from 2001 - 2006 2001 - 7.10 crores 2002 7.50 crores 2003 9.50 crores 2004 10.9 crores 2005 12.5 crores 2006 13.5 crores

There are 9 departments in Resort Dona Sylvia 1) Front Office A) RECEPTION This department has to welcome the guests arriving at the resort. Give and take all the information of the guests. All the records of the guests have to be maintained. Facilities Provided: B) BELL DESK Bell boy has to carry the baggage of guest to their rooms. Bell by has to take the guests to their rooms. C) OPERATOR Connecting the calls and transferring them to concerned department or person is done by the operator. D) RESERVATION This department looks after all the bookings of the resort. Bookings are done through fax, email, telephone etc. Outside bookings are done by the Bombay Sales Office (BSO). BSO carries out two types of bookings namely FIT bookings and GIT bookings. In FIT bookings maximum of 5 bookings are done while in GIT bookings above 10 groups are booked. The main requirements for bookings are cost, mode of payment, availability etc. Bookings are confirmed Left Luggage Facility Locker Facility Telephone, Fax & E-mail Facility Ticket Booking Information Transport Business Services Postal Assistance etc.

only after receiving 100% advance payment. Reservations are done by offering various packages. A detailed record has to be maintained of all these.

2) Accounts This department has to maintain all the records. This department collects all the required data from all other departments related to accounts and then finalize the statement of accounts. It also maintains the accounting data of previous years. All the financial billing is being looked up by the finance department as well. Maintaining the stores requisition, main kitchen inventory and end of second month crockery, cutlery, and glassware inventory is maintained by the accounts department. A) GENERAL STORES DEPARTMENT In general stores all the items required by each department are stored. The concerned department makes requisition to the purchase department which in turn buys all the items as required by each department and stores the items in stores. The concerned department then collects their items from the stores. Before the goods are stored in the stores the Receiving Officer checks for the quality of the product if it is faulty. B) PURCHASE DEPARTMENT Purchase department makes purchases for all the departments. If any department wants to purchase any item, the concerned department has to fill in the purchase indent form signed by the HOD and send it to the purchase department which in turn will buy the required item and then send it to stores. In addition, contracts/tenders for food are received by this department and the selected tender will have to supply the items to the resort for a period of one year C) COST CONTROL DEPARTMENT This department looks after Food & Beverages (F&B). They collect the bills of the F&B outlets, whether they are correct, they also check KOT, bar inventory etc. They have to check whether all bills received are tallied or not. 3) Food & Beverage Production

This department looks after the production of food for the buffets. This department is a very important part of the resort.

4) Food & Beverage Service Dona Sylvia has an entire self-service concept for All Inclusive packages. Both F&B production and F&B service are inter related departments. Various outlets of this resort connected to this department are as follows: A) BARS Seagull Bar Serves all inclusive house brands Tia Maria This bar is on the Pool side. Amalia Lobby bar serving chargeable brand as well as house brands. B) RESTAURANTS Seagull Its a multicuisine buffet restaurant. Mama Mia Snacks, tea and coffee and Ala Carte dinner is included here. C) HAYSTACK Haystack lawns which has theme buffet dinners and also a bar. Variety of soft drinks, beer, wines, cocktails, juices etc are also available. 5) Housekeeping The cleaning of the rooms and offices is done by this department. Other facilities are: Laundry Room Amenities

Floral Decorations Baby Sitting Cleaning of Rooms

6) Engineering Department Engineering department deals with maintenance of all engineering work in the hotel. If any complaint comes, the procedure followed is that operator receives the complaint from the room or from any other department and the job order is issued to the concerned person to go and do the work. This department is classified into two areas: A) MECHANICAL Maintenance of all mechanical machineries is done by this department. B) ELECTRICAL Maintenance of all electrical equipments is done by this department. 7) Horticulture This department looks after the gardening and floral decorations of the resort. 8) Animation

Animation deals with recreation facilities to the guests. Various facilities: Swimming Pool Cyber Caf Live Entertainment every evening Fitness Centre and Sauna Yoga 9

Ayurvedic Massages Beauty Parlor Air Hockey, Volley Ball, Pool Table, Table Tennis, etc Cycle on hire Cooking Demonstration

9) Human Resource Department Human resource, as we all know, is the most important of all the available resources. Human Resource department is the heart of the organization which monitors various functions. This resource is the one that makes an organization. Development of Human Resources properly known as HRD is no longer confined to mere recruitment and training of the employees. It also helps in developing the necessary skills and expertise in achieving the desired results. Hence, the word DEVELOPMENT. While HRD involves all-round development, HRM (Human Resource Management) would strive to achieve all-round development of the employees. Here, we can compare HRD to the act of sowing the seeds, and HRM to the act of nourishing the sapling until it grows into a tree. One of the major objectives of HRM is to motivate employees, which would result in increased productivity thereby helping in achieving the desired results and objectives of the organization. Types of training given to all employees at all levels. Induction On the Job Training Behavioral Training Human Resource department maintains the following files: Cafeteria file Selected F.T.C.s file Selected I.T.s file Contractor bill file Bills file (project) Management salary statement file Group 4 Security file Government apprentice Leave application file Inter office memo file F.T.C.s employment letters file Notice file

10

P.F. yearly returns file E.S.I. yearly returns file P.F. Challans file E.S.I. Challans file P.F. & E.S.I. file NSSN file Unclaimed salary file Files for all H.O.D.s and Executives.

Human Resource department maintains the following registers: F.T.C. register I.T. register Outward register Bills submitted to accounts E.S.I. register Newspaper bills Leave Main functions of the HR department 1) Recruitment and Selection The Human Resource department finds fresh candidates and carries interview process for them and then the appropriate candidate is selected for the post. 2) Personal Information System All the records of the employees are maintained by the Human Resource Department. Separate files are maintained for the H.O.D.s and executives. All the information of FTCs (Fixed Term Contract) and I.T.s (Industrial Trainees) is entered in the register. Information like Name, Address, Qualification, Date of Birth, Date of Joining, Date of Leaving, Salary, employee Photograph is attached. 3) Manpower planning The Human Resource department has to see to the requirements of employees in the peak season of the Resort as well as in the off- season. The H.O.D.s of other departments informs the HR Manager if they require more employees and the HR Manager also informs the other H.O.D.s when there is a need to reduce the manpower of that particular department.

11

4)

Performance appraisal and Reward system The HR department sees whether the employees are working hard and accordingly they are given rewards.

5)

Grievance Handling At time when injustice and conflicts arise amongst employees the HR Manager has to settle the matter between the employees. The HR Manager requests the Security Officer to hand over an Incident Report about the entire Incident and takes required measures. Training and Development Training, as we all know, is a non-ending process and training should not only be confined to sharpening of skills, but should also be part and parcel of all round development of employees. The HR department has given due importance to training and with this objectives in mind, they have hired top Professionals trainers to impart Hotel Operational training in Technical areas like Service and Production as well as Behavioral areas like Pro-activity and Creativity.

6)

7)

Statutory requirements under various acts like P.F. (Provident fund), E.S.I. (Employee State Insurance) etc. The HR department takes care of the PF, ESI, etc as these are the welfare facilities given to the employees

8)

Staff welfare The HR department takes care of all the staff welfare facilities.

9)

Overall control of Transport and Security The HR Manager controls the transport system. There are two coaches one which comes from Margao and the other one which comes from Velim. During the off- season time the Velim coach is stopped because most of the I.T.s are given break.

10) Liaison with Government and other local bodies The HR Manager takes care of the renewal of license for the Resort from the Tourism Department and other bodies.

12

Annual Human Resource Department Program A lot of importance to HRD Program, which are an Annual feature. These not only provide a break from monotony to the employees, but also play a major role in team building and instilling a sense of camaraderie among them. The Annual HRD program chalked out for every calendar year, which is detailed out as under: 1) 2) 3) 4) Employee of the month award (Ongoing throughout the year and awarded every month). Monthly group birthday party for all the employees of Resort Dona Sylvia. Executive party. Departmental picnics June/July/August. Staff/Executive picnic June. Indoor And Outdoor games for Staff/Executives July/August. Table Tennis Football Carom Chess Tug of war Executives VS Staff Independence Day celebrations followed by prize distribution 15th August. Annual day Mass/Pooja celebration followed by lunch. Christmas party for the H.O.D.s 25th December. New Year party for H.O.D.s 31st December. 13

5) 6) 7) 8)

POLICIES EXISTING POLICIES 1) Training Training, as we all know, is a non-ending process and aims at constant development of employees to increase their effectiveness as well as their efficiency. Keeping this in mind, RDS have Professional Trainers, who themselves have special invaluable years of rich experience in top hotels. They impart operational training in Technical/ On- the Job areas like Service and Production, as well as Behavioral Training in areas like Productivity and Creativity. Training is given to all employees at all levels. A Training Calendar is drawn up every month, giving a detailed schedule of those Departments, which have Sessions a week, and this includes employees at all levels every month, i.e., Heads of Departments, Executives and Staff. Besides, whenever a new employee joins, he or she undergoes Induction which helps familiarize him or her with the working environment, which at time, always seems new and very intimidating. The Induction sessions give new employees an insight as to how each Department works and an opportunity to get to know their co-workers better as well. Induction sessions could last for two days or go on up to a week, depending on the position and job-profile of the new employee. 2) Employee welfare Best Employees of the Month: These are Monthly awards, consisting of a Certificate and a cash award. As the month ends, the various Heads of departments nominate two Executives and two Staff from their respective Departments, based on their performance throughout the month. Out of these, four Awards are given- two for the Executives and two for the Staff members. This is for the Back of the House and the Front of the House.

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Birthday Bash: This is a monthly event. At the end of the month, all those Birthdays of the Executives and Staff members, which fall in that month, are celebrated. Besides, all executives and Heads of Departments are also given a cake on their Birthdays.

Executive Party: This is an Annual Event. All the Executives and their families are invited to this Party, which is held in May every year.

Departmental Picnics: The various Departments hold their Picnics during the months of June, July and August every year.

Sports Meet: This event is also held in the month of July and August. Various indoor and outdoor sports events like table tennis, carom, football and chess are held. These help to build up team spirit among the employees.

Wedding Gift: A Wedding gift of Rs.2000/- is given to Executives.

Christmas and New Year Parties: All the Heads of Departments and their families are invited to these Parties. Christmas gifts are given to the Executives.

Special Meal: For the FTCs (Staff) and the Industrial Trainees, there is a special lunch in the Employees Dinning Room, on the occasions of Christmas and New Year.

Bonus:

15

Bonus is paid to all the Executives and Staff @ 12 %, applicable as per the Bonus Act, 1965. OTHER POLICIES 1) Compensation and Benefits a. Medical: As a HR policy, it is necessary to provide security for the employees against Accidents as well as against sickness. Some of our Senior Management Executives are not able to derive ESI benefit as their monthly salaries have crossed the limit of Rs.6500/- per month as fixed by ESI for its membership. Thus, considering the need for the Medical assistance not only to self but also to their family members, it is proposed to pay a sum of Rs.2500/- yearly to the executives as Medical reimbursement, under the following conditions. The Executives should be employed on a regular basis. Monthly salary exceed Rs.6500/- limit as set by ESI However, this benefit shall stand withdrawn if ESI makes an amendment to raise the fixed salary limit, i.e. Rs.6500/Other proposals are: I. Proposal of providing group Mediclaim Insurance Cover for the Heads of Dept(s) & Executives: The Insurance Cover for the H.O.D.s is proposed at Rs. 2 lakhs each, whereas for the Executives it is Rs. 1 lakh each. Net premium to be paid on this proposal is Rs. 80,573/II. Proposal of Group Personal Accidents Cover to be provided to all the employees: The second proposal of Group Personal Accidents policy of Rs. 1 lakh would cover all the employees @ Rs. 125 per employee per lakh and would provide a cover for death plus permanent as well as partial disability. For example, If 200 employees are being deployed in a month the Insurance Premium would be Rs.25, 000 less 15% Discount that equals to Rs.21, 250 p.a. b. LTA:

16

Here, it is proposed that every Executive and every Head OF Department will be entitled to one month Basic Salary as LTA. c. Ex-Gratia: Since Ex-Gratia has not been paid to the Heads of Departments since a couple of years, it is proposed that the same be paid @ 12% to all the Heads of Departments. d. Benefits at Victor Apollo Hospital: It is proposed that all the Executives and their immediate family members should be entitled to 20% discount for Medical treatment and allied expenses at Victor Apollo Hospital. e. Leave: Leave is given to employees so that they can take occasional breaks from work and return rejuvenated. According to the present system, leave for a year is credited to the employees account on the 1st of January each year. Every Executive has a Leave Register maintained by the Personnel Department. All applications are given to the Personnel Department for Privilege, Casual and Sick leaves and the same are then updated in the employees individual Leave Register. Incase of F.T.C.s their leave applications are filed in a file, where all other F.T.C.s leave application are stored and records and maintained about their privileged and casual leave. For I.T.s they are not entitled to any privilege and casual leave, except double duties and duty done on public holidays. Leave Structure for various categories of employees is as follows: FOR HODS: 22 days Privilege Leave 9 days Sick Leave 6 days Casual Leave FOR REGULAR EXECUTIVES: 15 days - Privilege Leave 9 days - Sick Leave 6 days Casual Leave FOR EXECUTIVE ON CONTRACT FOR ONE YEAR: 20 days Leave (Consolidated) FOR FTC STAFF:

17

For a contract of ONE YEAR, he/she would be entitled to leave of FIFTEEN DAYS (CONSOLIDATED). For a contract of SIX MONTH, he/she would be entitled to leave of SEVEN DAYS (CONSOLIDATED). f. Performance Appraisal And Compensation Package: A survey has been conducted every year on the aspects of Performance Appraisal and Compensation package being followed by the reputed hotels and resorts in South Goa and a copy of the same (comparative) is being enclosed for ready reference. The Performance Appraisal System and Compensation package followed by Holiday Inn would be more relevant to us since the above hotel is our competitors. The Performance Appraisal System at Resort Dona Sylvia had been introduced in 2001-2002, whereby, the General Manager does the Performance Appraisal of H.O.D.s and the Heads of Departments do the Performance Appraisal for the Executives. Appraisals are conducted during the period of July/ August every year and rewards increments are made effective in October every year. Increments as mentioned above are purely on Merit basis. This system requires to be made more standardized and realistic. The conditions of Applicability would be under: The incremental policy shall be made applicable for as long as the Resort makes profit and the moment the Resort incurs loss, the above mentioned increment policy shall stand withdrawn as the unit is collectively responsible for the loss. Therefore, it is proposed that Grades be created based on Designations. Reward System Rating is done on a Three Point Scale: ABCExcellent Performance- Above Satisfactory Performance- On Target Poor Performance- Below Target

Minimum increments at Satisfactory Performance would be one in a year and for performance Above Target, increase would be two and above. For Performance below Target, no increments are given. Fixed rate per Increment, Grade- wise are given below: JUNIOR EXECUTIVE EXECUTIVE Rs.500/Rs.1000/-

18

ASST. MANAGER HOD Appraisal system for F.T.C.s and I.T.s STAFF (F.T.C.s)

Rs.1500-2000/Rs.3000-4000/-

When Staff (F.T.C.s) are given a new contract after the previous one is over, their salaries are revised on the basis of feedback from their respective Departmental Heads. If their Performance is Above Target, then an increment is given of Rs.300/- and if their Performance is Satisfactory, then an increment of Rs.200/- is given. Industrial Trainees (I.T.s) After Industrial Trainees complete their Training Period, heir respective Departmental Heads give their feedback. Based on this feedback, they are upgraded to staff (F.T.C.s) with their stipend of Rs.600/- doubled to Rs.1200/-. Again, this is purely on Merit basis that is only if their performance is Above Target. 2) Other Employee Welfare Farewell gift policy It is proposed that Executives are eligible to receive a Farewell Gift if they have completed three Years of service at the time of leaving. The value fixed for the gifts would be at Rs. 500/- for the Executives and Rs. 1000/- for the H.O.D.s. Weekend stay It is proposed to offer a WEEKEND STAY to the H.O.D.s along with their families (1+3 members) during the Off-Season (June to August). The Check- in could be on Saturday evening and checkout could be on Sunday evening/night. This benefit, if provided, will usher in a sense of belongingness and higher productivity, besides being a morale- booster for the on coming seasons. Monthly get-together It is proposed that there can be an informal gathering of the various Heads of Departments once a month with approximate cost to company being Rs. 200 per month, with the main objective of infusing team spirit and a sense of camaraderie among them.

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H.R.D COST
Month:_________________ Year:______________
SR. NO. 1 2 3 4 5 6 COMPONENTS Salary & Wages Training & Development Transport Food Staff Welfare (Uniforms, shoes, etc.) Employers' contribution towards Statutory Requirements: a. PF b. ESI c. Labor Welfare AMOUNT
----------------------------------------------------------------------------------------------------------

---------------------------------------------------------------20

Contract Costs a. Security b. Garden Labor c. Administration

----------------------------------------------------------------

TOTAL

21

PROJECT ON STAFF FEEDBACK

The Objective of the study This study is conducted to see whether the staff of Resort Dona Sylvia is satisfied with their work allotted to them and the work environment provided at Resort Dona Sylvia. Methodology I had prepared a questionnaire which was given to the staff regarding, if they are happy with their job, the management, the likes and dislikes in regards to the resort, expectations and suggestions to improve their departments. I paid a visit to every department each day, inquiring about their job profile and their understanding in terms of changes in their respective departments. Their suggestions were taken down, and put in the ballet box. The survey was then analyzed. Evaluate the questions on following dimensions Strongly Disagree Disagree Agree Strongly Agree Very Satisfied Satisfied Dissatisfied Very Dissatisfied Yes No 22

Limitations of the study Time constraint Sample size - 80

Employee Feedback
Department: 1) Human Resource representative is available to you to answer your queries about your benefits. o Strongly Disagree o Disagree o Agree o Strongly Agree 2) Management listens to you on various problems/issues faced by you. o Strongly Disagree o Disagree o Agree o Strongly Agree 3) Are you satisfied with the training and development of your career/growth? o Very Satisfied o Satisfied o Dissatisfied o Very Dissatisfied

23

4) Are you satisfied with your job? o Yes o No 5) Are the motivational factors being deployed by the organization are sufficient to motivate you to perform your work better? o Yes o No 6) Does your salary justify the work that you do? o Yes o No 7) Are you satisfied with the food provided by the cafeteria? o Yes o No 8) Has company made reasonable efforts to allow you to balance your work and your family? o Strongly Disagree o Disagree o Agree o Strongly Agree 9) What changes, if any, do you feel are needed to be made in your department to improve efficiency. A.

B.

C.

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10) What is it that you dont like about the Resort?

Analysis of data
100% 80% 60% 40% 20% 0% 1 2 3 4 5 6 7 8
Questions 1-8

Account

No Yes Very Dissatisfied Dissatisfied Satisfied

Questions 1-8

Very Satisfied Strongly Agree Agree Disagree Strongly Disagree

9) Changes required to improve efficiency in this department. Required additional staff and their proper maintenance. Requirements for more computers. 10) Resort Dissatisfaction Food in the cafeteria. No 5 Star facilities.

25

100% 80% 60% 40% 20% 0% 1 2

Animation

No Yes Very Dissatisfied Dissatisfied Satisfied Very Satisfied Strongly Agree Agree Disagree Strongly Disagree

3 4 5 6 7 Questions 1-8

9) Changes required to improve efficiency in this department. Attractive animation style uniforms to be provided for the staff. Modern Indoors Games required. Employee of the month not given even after working hard for the deserving. Other department interference leads to unhealthy working atmosphere, where staffs are taken for granted. 10) Resort Dissatisfaction Admin/Personne/Horticulture No the staff. Unhealthy food in the cafeteria for 100%
Yes 80% 60% 40% 20% 0% 1 2 3 4 5 6 7 Questions 1-8 8 Very Dissatisfied Dissatisfied Satisfied Very Satisfied Strongly Agree Agree Disagree Strongly Disagree

9) Changes required to improve efficiency in these departments Office should be renovated No promotions/ increments given for the deserving staff. Introducing more plants in nursery. 10) Resort Dissatisfaction Food service is very bad. Management style.

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100% 80% 60% 40% 20% 0% 1

F & B Production

No Yes Very Dissatisfied Dissatisfied Satisfied Very Satisfied Strongly Agree Agree Disagree Strongly Disagree

4 5 6 7 Question 1-8

9) Changes required to improve efficiency in this department Increase man power in the kitchen. Room service needs to be given proper instructions and briefings regarding their improvement in their services. Provide proper training and latest machinery for the staff. Additional requirements for the kitchen, i.e., knife set, juicer. 10) Resort Dissatisfaction No proper information about the guest arrival. No proper facilities.
100% 80% 60% 40% 20% 0% 1 2 3 4 5 6 7 Questions 1-8 8 F & B Service No Yes Very Dissatisfied Dissatisfied Satisfied Very Satisfied Strongly Agree Agree Disagree Strongly Disagree

9) Changes required to improve efficiency in this department Required well- trained staff for this department. Arrange more training programs during off season. Management should inform the staff earlier regarding their over-time/ double- duty, instead of scheduling them for double duty after their morning shifts without informing. Additional requirements, i.e. glassware, cutlery, cheque holders.

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Uniforms should be upgraded and be of the 5star standards. Provide A/C in restaurant Seagull (guest repeatedly inquire and complain) Required proper management, who takes initiative in a healthy working atmosphere including, being professional and humanitarian.

10) Resort Dissatisfaction Food service in the cafeteria. The Resort entrance.

100% 80% 60% 40% 20% 0%

Front Office

No Yes Very Dissatisfied Dissatisfied Satisfied Very Satisfied Strongly Agree Agree Disagree Strongly Disagree

1 2

3 4 5 6 7 8 Questions 1-8

9) Changes required to improve efficiency in this department Caller- Ids to be placed. More Computers required. Additional staff to be hired. Offs to be given on fixed date. Management should be more concerned regarding the discrimination done by the members of the department which can lead to differences. The tips given by the guests arrived, are never distributed between the front office staff. The lobby structure should be renovated. 10) Resort Dissatisfaction Food Service in the cafeteria.

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The resort should have their own vehicles incase of emergency.

Kitchen Steward No Yes Very Dissatisfied Dissatisfied Satisfied Very Satisfied Strongly Agree Agree 1 2 3 4 5 6 7 Questions 1-8 8 Disagree Strongly Disagree

100% 80% 60% 40% 20% 0%

9) Changes required to improve efficiency in this department Required hand gloves. More Co-operation required within the department. 10) Resort Dissatisfaction
------

100% 80% 60% 40% 20% 0%

Engineering g

No Yes Very Dissatisfied Dissatisfied Satisfied Very Satisfied Strongly Agree Agree Disagree Strongly Disagree

1 2

Questions 1-8

3 4 5 6

7 8

9) Changes required to improve efficiency in these departments Additional staff required. No. of Executives to be increased. Intercoms to be provided in the clusters for the staff to convey messages. Requirements for proper and sufficient tools. 10) Resort Dissatisfaction There should be a scrap yard. Lobby halogen 15 different decorative lights to be put.

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100% 80% 60% 40% 20% 0% 1

Housekeeping

No Yes Very Dissatisfied Dissatisfied Satisfied Very Satisfied Strongly Agree Agree Disagree Strongly Disagree

3 4 5 6 7 Questions 1-8

9) Changes required to improve efficiency in these departments Briefing at regular intervals and coaching classes for all levels. Additional working equipment. 10) Resort Dissatisfaction Proper Management No proper ventilation in Seagull.
100%
Store/Cost-Control/Purchase

No Yes Very Dissatisfied Dissatisfied Satisfied Very Satisfied Strongly Agree Agree Disagree Strongly Disagree

80% 60% 40% 20% 0% 1 2 3 4 5 6 7 8 Questions 1-8

9) Changes required to improve efficiency in these departments Store No proper ventilation. No sitting arrangements. Cost-Controls Increase manpower. Need a separate computer to work on. 10) Resort Dissatisfaction No co-operation from other department staff.

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Overall Pie - Charts 1) Human Resource representative is available to you to answer your queries about your benefits.
4% 6% 18% Strongly Disagree Disagree Agree Strongly Agree 72%

2) Management listens to you on various problems/issues faced by you.

13% 6% 26% Strongly Disagree Disagree Agree Strongly Agree 55%

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3) Are you satisfied with the training and development of your career/growth?

4% 19%

11% Very Satisfied Satisfied Dissatisfied Very Dissatisfied 66%

4) Are you satisfied with your job?

19% Yes No 81%

5) Are the motivational factors being deployed by the organization are sufficient to motivate you to perform your work better?

29% Yes No 71%

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6) Does your salary justify the work that you do?

29% Yes No 71%

7) Are you satisfied with the food provided by the cafeteria?

40% 60%

Yes No

8) Has company made reasonable efforts to allow you to balance your work and your family?

10%

4%

16% Strongly Disagree Disagree Agree Strongly Agree

70%

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34