TRAINING & DEVELOPMENT

Training Policy

1. Introduction

This document sets out the Training Policy for Training & Development at the Golden
Tulip Hotels.

The purpose of this document is to guide and facilitate the various Role Holders
involved in the Training & Development Process.

It incorporates rules, procedures and the methodology to ensure effectiveness of

Training & Development at the Golden Tulip Hotels.

2. Aim

To facilitate Golden Tulip Hotel to acquire a adequately qualified people as a premier

international organization, with a profound learning curve, by developing staff needs
effectiveness.

3. Path

To empower the “human asset” of the Golden Tulip Hotels with learning and
development opportunities through need-driven training, integrated with
Organizational Development and Employee Empowerment initiatives, across
hierarchy, to achieve operational excellence and enhanced performance and guest
satisfaction.

4. Values

This Training Policy is guided by the following principles:

 Competence
 Empowerment;
 Customer Service
 Motivation
 Innovation

5. Goals

Ensure that Training & Development supports Golden Tulip Hotels mission.

Facilitate performance enhancement by addressing the business needs and

facilitating the bridging of the identified competency gaps, through Training, as per
the needs identified by the Performance Management System.

6. Focus

Training Policy has been designed to ensure the following at the Golden Tulip Hotels:

 Standardization
 Guest Satisfaction

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 Process Orientation
 Organizational Development;
 Employee Empowerment;
 Operational Excellence;
 Performance Enhancement.

7. Purpose

The purpose of this Policy is to provide suitable training for employees in order for
them to attain new skills, knowledge, and competencies, which allow them to
maximize their work, productivity and contribution towards achieving the goals,
objectives and strategies of the departments.

8. Scope:

Training Policy will encapsulate the following for all the Divisions:

 Training Need Analysis

 Design & Development of Content / module

 Delivery

 Process & Methodology to Evaluate, Audit and Enhance Training Effectiveness.

9. Role & Responsibilities

The key responsibilities of the Training Coordinator of the Divisions shall include the
following:

 Design and Roll-Out of the Training calendar for the current year

 Roll-Out of Training Calendar on Quarterly basis

 Training Needs Analysis

 Delivery

 Content Development

 Enhancing Trainer Effectiveness

 Administration of all activities, including all MIS with regards to the Training
and Development

 Formulating and Presenting Annual Training Budget

9.1 The Training Coordinator of the department with his trainers shall be responsible
for all Training & Development for their department. The areas of Training &
Development shall be as follows.

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 Product Knowledge
 Customer Service
 Selling Skills
 Supervisory Skills for the Supervisors
 Complain handling
 Knowledge of Standard Operating Procedure

9.2 All Management Development Workshops on all issues related to Managerial

Effectiveness & Leadership Development shall be designed, developed by the
Corporate Training Department.

10. Training Processes

 Department Head shall initiate the Annual Training Needs plan to determine
Staff Training Needs. Training needs Form should be completed by the respective
Departmental head, and submit it to training manager.

 Training Manager or GM shall evaluate and assess the proposed Training

Needs Plan.

 H.R Manager will liaise with respective department head to commence

Training Needs Analysis exercise through Training Need Analysis Form.

 Department head will suggest Annual Training Needs for each employee for
the purpose of Annual Training Plan and submit it to Corporate Training
Manager for final approval.

 Corporate Training Manager on receipt of annual Training Plan Forms shall

scrutinize the same and prepare Annual Division Training & Development Plan
based on the:
 Manpower requirement as per the approved plan and
degree of skills required.
 Relevancy of the proposed courses to the employees’ job
performance.
 Availability of similar/identical courses locally or at a
place where the cost of training could be relatively lower as
substitute.

10.1 The Department Training Coordinator for the entire department shall submit
their respective Training Plans for approval latest to their respective Reporting
Managers and to the HR Managers. The formally approved copy of the Training Plan
shall be forwarded to the Corporate Training Manager.

10.2 Training Needs & Plans

• Each Department Manager is primarily responsible to:

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• Evaluate and decide training needs for each

employee or groups of employees under his/her
control.

• Preparation and implementation of training and

development programs related to their
employees in liaison with HR Manager through
Annual Training Needs Survey Form .

• In accordance with the Approved Annual Training Plans, department

training coordinator shall duly get complete the Training Assignment
Form for all staff and forward to the HR manager.

• HR manager are responsible for preparation of Monthly Training

Activities Report in respect of trainees undergoing training in their
departments and forwarding them to Corporate Office.

10.3 Methods of determining Training Need Analysis (TNA)

1. The determination of individual training needs begins with making
decisions about what the job requires (job analysis) and
determining how well each employee performs (Performance
Appraisal).
2. The competencies necessary to perform the task shall be
identified and recorded.
i. Job Analysis (Job Breakdown):
ii. The job is broken down into specific operations or tasks, which
must be done by the employee. Job Description may be used
along with observations of the job performance, interviews of
employees and other sources to determine and list the
operations or tasks which must be performed.
iii. The current ability of employees to perform each operation or
task is then considered and recorded.
iv. The analysis of this information (task list and current employee
abilities) will help manager to identify the deficiencies of his
employees, which may be corrected by training.

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10.4 Types of Training & Development

• On-the-Job Training
• In-House Training

On-the Job Training:

1. One of the most effective training means is teaching the employee
how to do a job in the actual work environment.
2. In order for any such training to be effective, it is necessary to
formally:

I. Break down the job content;

II. Identify the employee’s weakness and shortcoming;
III. Establish the training and experience needs;
IV. Set the training objectives;
V. Follow an agreed program; and
VI. Review progress regularly.
In-House Training:

 In certain occasions, as part of a training program, theory or job-

related technology to groups of employees is best conveyed through
direct reinforcement at respective non-workplace environment.
Examples of such training are: safety, first aid, customer services,
information technology etc.

10.5 Career Planning & Development (CPD):

1. The Company is committed to the Training and Career
Development of its employees in ways that will serve the objectives
requirements of the Company.
2. HR Manager will conduct 1:1 interview with each employee and
submit the comments to the Department Head.
3. Department Head in liaison with HR manager will plan staff
development and training.

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4. Career Planning and Development Form should be submitted to GM

for final approval.

10.6 Training Calendar:

1. The Training Calendar for all Divisions shall be announced on a Quarterly basis
by their respective HR Managers.

2. There will be the following 4 Quarters in a Year, as follows:

 Q – 1 – Jan/Feb/Mar
 Q – 2 – April/May/June
 Q – 3 – July/Aug/Sept
 Q – 4 - Oct/Nov/Dec

3. A copy of the Quarterly Training Calendar shall be forwarded to Corporate

Trainer at least 15 Days prior to the quarter, by the respective HR Managers
of the unit.

10.7 Training Need Analysis

1. The Department Training Coordinator and Department Head shall conduct

Training Need Analysis (TNA), on an annual basis.

2. The HR Officer of unit while conduct Training Need Analysis (TNA), on an

annual basis, for the current year shall take into account the inputs received
from their respective H R Managers from the Performance Management
System for the previous year.

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11. Content Development

1. The Corporate Trainer and Training Coordinator shall design, develop and
customize the Content.

2. Content Development constitutes the following:

 Mandatory

 Design Document
 Trainer Notes
 Power Point Presentation
 Optional

 Films
 De-brief on Films

3. The flow of the Content will be as follows:

 Introduction

 Mapping Participant’s Expectations to training objectives

 Training Modules
 Mapping whether the stated objectives were achieved or not

 Summing up the Leanings of the training

 Action Planning
 Feed Back Form
 Declaration Form

4. The HR Officer of all the unit shall maintain and safe-keep all Content in hard
and soft copy.

5. The Department Training Coordinator of all the divisions shall ensure that the
Content reaches the Trainer at least 3 Working Days before the Day -1 of the
Training Program, whenever Trainers are delivering the training programs.
The soft copy of the Training program shall reach the Corporate Training
Manager, at least 7 working days prior to the Training program scheduled for
Roll-Out.

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12. Deliveries

1. The Training Coordinator shall ensure that the facilitator of the Training
Programmers scores, on an average, a feedback in any given Quarter.

2. It is the responsibility of the Trainer delivering the Training Program to ensure

the availability of the following at the training venue, before the beginning of
the Training Program:

 Attendance Sheet
 Feedback Forms
 Action Plan Sheets
 Work Books / Hand-Outs
 Participant Reading Material ( where-ever applicable)
 Projector in working condition
 Audio-Visual System in working condition
 PC in working condition
 Screen
 White Board
 Adequate no. of Markers in working condition
 Relevant Stationary , wherever, applicable

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13. Training Records

Unit HR Manager will maintain all training records for each employee in his/her
Personnel File.

13.1 Attendance Sheet:

Before starting the Training Program, the Attendance Sheet shall be filled by the
participants and signed by the Trainer. The duly filled and signed Attendance Sheet
shall form a part of the record for the purpose of Audit of Training.

13.2 Feedback Forms:

At the end of each Training Program, the participants shall fill Feedback Forms, as
given in Annexure ---- Feed Back Forms. The duly filled and signed Feedback Forms
shall form a part of the record for the purpose of Audit of Training.

13.3 Evaluation of Training Effectiveness

Staff development and training provision will be evaluated and reviewed to
ensure that is adequate, relevant, and effective and provides value for money.
Evaluation process shall take the following steps:
1. Employee on completion of training shall submit duly filled the first part of the
Training Effectiveness Evaluation Form to unit HR.
2. After an interval which allows learning to be put into practice (on average 2-3
months after training), the concerned manager shall review and fill the second
part of the same Form and forward it to unit HR with his/her comments.
3. Unit HR Manager on receipt of the same shall forward it Corporate Trainer at
the Corporate.
4. HR Manager, Corporate Trainer, based on the review outcome and
questionnaires’ results will recommend (if necessary) the suitable remedial
action and subsequently communicate the agreed course of action to the
concerned employee.

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14. Action Plan:

1. In a Training Program, each participant shall devise his Action Plan at the end
of the Training Program in the Action Plan Sheet, in duplicate.

2. The Action Plan Sheets shall be signed by the participant and counter-signed
by the Trainer.

3. Original of the Action Plan shall remain with the participant. Second copy shall
remain with the Training Department. The duly filled and signed Action Plan
shall form a part of the record for the purpose of Audit of Training.

15. Audit

The Department Training Coordinator shall sit-through, in each quarter, at least one
Training Program of a Trainer to audit & review his performance on a pre-designed
template as given in Annexure ---- Audit Sheet - 1 , a copy of which is to be sent to
the Corporate Trainer, within the next two working days.

In case, a Trainer scores an average feedback of less than 4.5 in three programs, in
any given quarter, then the HR Manager shall sit-through the concerned Trainer’s
Training Program to give him feedback to improve his delivery. This feedback will be
given on the pre-designed template , as given in Annexure ---- Audit Sheet - 2, a
copy of which is to be sent to the Corporate office, as the case may be. He will, and
then be reviewed during the next delivery of his Training Program.

The Corporate Trainer shall annually Audit all Training at the Golden Tulip Hotels.

15. Reports

The HR Manager of all the unit shall send a Monthly report by the 7th of every month
for the preceding month to the Corporate office.

16. Responsibility of Application

The Unit HR Manager and Department Training Coordinator are jointly responsible at
different intervals for the application of this Policy.

17. Reviews

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The training needs of personnel are reviewed at regular intervals by the

concerned department.

18. General Guidelines

Employee offered a training opportunity is expected to:
1. Work and study diligently and faithfully to acquire desired standards
envisaged by the training program.
2. Staffs are required to assume responsibility for their own development and
training, which includes both participation in planned activities and making
use of opportunities to learn when they are presented.
3. Staff development and training is an obligation for line managers who are
responsible for identifying individual training and development needs and
supporting and encouraging staff.

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