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INTRODUCTION TO THE INDUSTRY
One of the fastest growing sectors of the economy is the HOTEL INDUSTRY. The hotel
industry alone is a multi-billion dollar and growing enterprise. It is exciting, never boring and
offer unlimited opportunities. The hotel industry is diverse enough for people to work in
different areas of interest and still be employed within the hotel industry. This trend is not just in
India, but also globally. odern hotels provide refined services to their guests. The customers
or guests are always right. This principle necessitated application of management principles in
the hotel industry and the hotel professionals reali!ed the instrumentality of marketing principles
in managing the hotel industry. The concept of total "uality management is found getting an
important place in the marketing management of hotels. The emerging positive trend in the
tourism industry indicates that hotel industry is like a reservoir from where the foreign exchange
flows. This naturally draws our attention on #OT$% &'&($$'T. %ike other industries,
the hotel industry also needs to explore avenues for innovation, so that a fair blending of core
and peripheral services is made possible. It is not to be forgotten that the leading hotel companies
of the world have been intensifying research to enrich their peripheral services with the motto of
adding additional attractions to their service mix. It is against this background that we find the
service mix more flexible in nature. The recruitment and training programmes are re"uired to bedeveloped in the face of technological sophistication. The leading hotel companies have been
found promoting an ongoing training programme so that the personnel come to know about the
use of sophisticated communication technologies.
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Hotel :The Concept
&t the outset, we go through the concept of hotel. The common law says that hotel is a place
where all who conduct, themselves properly and who being able and ready to pay for their
entertainment, accommodation and other services including the boarding like a temporary home.
It is home away from home where all the modern amenities and facilities are available on a
payment basis. It is also considered to be a place where tourist stops, cease to be travellers and
become customers.
Origin of the word Hotel)
*efore + people used to go to inns for having their lunch, dinner etc .It was the place where
families used to host their guest inns owner used to provide lodging and boarding facility service
to their guest.
To world /hostel) was used then it was called /hostelier) which means head of unit or the place.
The 'orman people invented the word /hotel).
The word /hotel) was originally in $ngland, officially from +. The real growth of modern
hotel was originated in /0.1.&) with opening of /2ity #otel) in 'ew 3ork in the year +45.
This was the first building erected for the hotel purpose. This period also saw the beginning of
chain operation under the guidance of $..1T&T%$6. It involves big investment, big profits
and trained professional to manage business.
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Origin Of Hotel Indutr!
The repreciation in +47 had a disaster effect in a hotel industry after the 8orld 8ar II and
brought a tremendous up surge to hotel industry with continuous prosperity of hotel industry.
ass travel is a modern phenomenon that emerged after 8orld 8ar II. ass tourism continuesto grow as political freedom, economic wherewithal and social e"uality spread across the globe.
8ith the economic engine of development running at full steam, there was a growth in
international travel and thereby growth in hotel industry.
$stimates abound as to the importance and si!e of house keeping. 2ertainly, its economic
contribution is critical to the global economy whether as a service to the business community.
"#c$ground of Hotel Indutr!
9rior to the +4:s, the Indian hotel industry was a nascent and slow growing industry primarily
consisting of relatively static, single hotel companies. #owever, &sian games in +4:; and the
subse"uent partial liberali!ation of the Indian economy generated tourism interest in India with
significant benefits accruing to the hotel and tourism sector in terms of improved demand
patterns.
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%w#rding Of Cl#
&warding of class is done by the #6&22 in India. These are a few things listed down that are
taken into consideration while awarding star category to any hotels.
'umber and types of rooms the hotel has
$legant and comfortable surroundings
6ooms efficiency
2leanness and sanitation
1taff si!e and speciali!ation
6ange and level of services
'umber of 6estaurants
*ars and *everage services
2oncierge services
&ccessibility to entertainment
&vailability of transportation
1pa and swimming pool facility
6eservation and referral services.
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&ENER%L CL%SSI'IC%TION O' HOTEL INDUSTRY
()*On the +#i of t#nd#rd:, %ike most of the countries in world, India also has hotels
divided in different categories depending on their location, facilities, infrastructure and amenities
provided. &ll the star hotels in India are government approved with continuous control on the
"uality of services offered.
'i-e St#r Hotel:,The most luxurious and conveniently located hotels in India are grouped
under
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1ervices would be stripped down version of higher categories of hotels but sufficient to fulfill
customer basic needs. In such type of hotel concept of #6 may or may not be present. If present
all functions of #6= is curtailed.
Two St#r Hotel:,These hotels are most available in the small cities and in particular areas of
larger cities. 2atering to the backpacker tourist traffic, these hotels provide all the basic facilities
needed for general accommodation and offers lowest prices. In this type of hotel concept of #6
is absent.
One St#r Hotel:,The hotels with most basic facilities, small number of rooms locations in
the far flung areas are grouped under One 1tar #otel category. These hotels are best when
customer is looking for cheapest available accommodation option. In this type of hotel concept
of #6 is alien words.
(.*/On the +#i of N#ture:,
Herit#ge Hotel:,#eritage hotels in India are best if one is looking for sheer elegance, luxury
and loyal treatment. They are not just another accommodation options but tourist attractions in
themselves. $x"uisitely designed and decorated, meticulously preserved, high standards of
service and ethnic cultural motifs helps the tourists get the complete experience of an India.
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"e#ch Reort Hotel:,9eninsular India bounded by &rabian 1ea, *ay of *engal, Indian Ocean
and the two emerald archipelagos of %akshwadeep and &ndaman and 'icobar have a long coast
line of around ? km, offering an ama!ing array of beaches, some popular, some not so well
known. Thus location of resort is the basic point of attraction for tourists.
0ild Reort Hotel:,& wildlife tour is incomplete if one does not actually live in a forest for a
few days. It means living in a rest house or a tent the midst of the dense wilderness and wakingup to the twittering of birds.
&o-ern1ent %ppro-ed Hotel:,These are the hotels, which might not have applied for star
categori!ation or small enough to find them in the list. any of the wildlife resorts, lodges and
hostels are government approved providing a minimum level of accommodation facilities at far
off places.
Reidenti#l Hotel:,The residential hotels work as apartment house. Often we call them
apartment hotels. The hotels charge rent on monthly, half yearly, or yearly basis. They are
generally located in big cities and towns where no meals are served to the customers. Initially,
the residential hotels were developed in the 01&. The services offered here are comparable to an
average well managed home.
Co11erci#l Hotel:,The commercial hotels are meant for the people who visit a place of trade
and commerce or business purposes and therefore these hotels are found located at the
commercial or industrial centers. They focus their attention on individual travelers and are
generally run by owners.
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'lo#ting Hotel:,The floating hotels are located on the water surface. The places are sea, river,
and lake. These hotels provide with all the facilities and services made available in a good hotel.
In the leading tourist generating countries of the world we find the practice of using old luxury
ships as floating hotels.
USERS O' HOTEL INDUSTRY
In marketing hotel services, it is important to know about the different types of users availing the
services with diverse aims and objectives. This would ease the task of marketers specially while
studying the behavioural profile. The following is the classification of different categories of
domestic and foreign users.
9
DO2ESTIC 'OREI&N
9ilgrims 9olitical representatives
1tudents Trade representatives
Officials $ducationists
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C%REER O33ORTUNITIES IN THE HOTEL INDUSTRY
1ome of the careers opportunities in the hotel industry are as follows@-
The indutr! offer 1ore c#reer option th#n 1ot@ - 'o matter what kind of work we enjoy
and wherever our aptitudes lie, there is a segment of the industry that can use ours talents.
The wor$ i -#ried:- *ecause hotels and restaurants are complete production, distribution and
service units, and managers are involved in a broad array of activities.
There #re 1#n! opportunitie to +e cre#ti-e:- #otels and restaurants managers might design
new products to meet their needs of their guestsA produce training programs for employeesA or
implement challenging advertising, sales promotions and marketing plans.
Hopit#lit! 4o+ #re not nine,to,fi-e 4o+:- #ours are highly flexible in many positions.
any more opportunities are waiting in a "ueue. 8ith these the role of #6 is drastically change.
Its fields of operation in todayBs world knew no boundary. $ach day it is confronted with new
challenges in new division of hotels. Therefore before knowing the role of #6 it is essentials to
know different department of the hotels as well their functions.
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DI''ERENT DE3%RT2ENTS IN HOTELS
The departments are classified on accounts of its function. They are as follows@-
Core 'unctioning Dep#rt1ent:,
'ood #nd "e-er#ge ('5D* Dep#rt1ent:,< C * deals mainly with food and beverage service
allied activities. =ifferent divisions are there in < C * like 6estaurants, 1peciality 6estaurants,
2offee 1hop D;5 hrs.E, *ar, *an"uets, 6oom service etc. &part from that they have 0tility
services D2leaningE.
'ront Office Dep#rt1ent:,The front office is the command post for processing reservations,
registering guests, settling guest accounts DcashieringE, and checking out guests.
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Support Dep#rt1ent (cot center*:,
2#r$eting 5 Selling Dep#rt1ent:,1ales and marketing has become one of the most vital
functions of the hotel business and an integral part of modern hotel management. It includes
packaging for selling, sales promotion, advertising and public relations.
Engineering #nd 2#inten#nce Dep#rt1ent:,This department provides on the day-to-day basis
the utility services, electricity, hot water, steams, air-conditioning and other services and is
responsible for repair and maintenance of the e"uipment, furniture and fixtures in the hotel. The
cleaning, up-keep, repair, replacement, installation and maintenance of property and its
furnishing, machinery and e"uipment are the joint responsibilities of $ngineeringGaintenance
and the #ousekeeping =epartment.
'in#nce6 %ccounting #nd Control Dep#rt1ent:,& hotelBs accounting department is
responsible for keeping track of the many business transactions that occur in the hotel.. 8hereas
the control department is concern with cost control guidelines by way of reducing in investment,
reduction in operating cost, control of food service costs, control of beverage costs, labour cost
control, etc.
S#fet! #nd Securit! Dep#rt1ent:,The security of guests, employees, personal property and the
hotel itself is an overriding concern for todayBs hoteliers. #owever, today such violent crimes asmurder and rape have become a problem for some hotels. 0nfortunately, crime rates in most
majorBs cities are rising. #ence today security department also concentrate on these additional
criminal activities too.
%d1initr#tion Dep#rt1ent:,Top organi!ational members usually supervise the
&dministration =epartment in a hotel. This department is responsible for all the work connected
with administration, personnel, manpower, employeeBs welfare, medical, health and security.
Hu1#n Reource De-elop1ent:,This department has newly taken step in hotel industry and within
a short span of time it has become a very important part of the organi!ation. It plays the role of
facilitator between the bargainable cadre and non-bargainablecadre.
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THE T%7 3RO'ILE
CO23%NY INTRODUCTION
The Indian #otels 2ompany %imited DI#2%E and its subsidiaries are collectively known as Taj
#otels 6esorts and 9alaces and is recognised as one of &siaHs largest and finest hotel company.
Incorporated by the founder of the Tata (roup, r. amsetji '. Tata, the company opened its
first property, The Taj ahal 9alace #otel, *ombay in +47. The Taj, a symbol of Indian
hospitality, completed its centenary year in ;7.
Taj #otels 6esorts and 9alaces comprises 47 hotels in ?? locations across India with an
additional + international hotels in the aldives, alaysia, &ustralia, 0F, 01&, *hutan, 1ri
%anka, &frica and the iddle $ast.
1panning the length and breadth of the country, gracing important industrial towns and cities,
beaches, hill stations, historical and pilgrim centres and wildlife destinations, each Taj hotel
offers the luxury of service, the apogee of Indian hospitality, vantage locations, modern
amenities and business facilities.
I#2% operate in the luxury, premium, mid-market and value segments of the market through the
following@
T#4Dluxury full-service hotels, resorts and palacesE is our flagship brand for the worldHs most
discerning travelers seeking authentic experiences given that luxury is a way of life to which
they are accustomed. 1panning world-renowned landmarks, modern business hotels, idyllic
beach resorts, authentic 6ajput palaces and rustic safari lodges, each Taj hotel reinterprets the
tradition of hospitality in a refreshingly modern way to create uni"ue experiences and lifelong
memories.
Taj also encompasses a uni"ue set of iconic properties rooted in history and tradition that deliver
truly unforgettable experiences. & collection of outstanding properties with strong heritage as
hotels or palaces which offer something more than great physical product and exceptional
service. This group is defined by the emotional and uni"ue e"uity of its iconic properties that are
authentic, non- replicable with great potential to create memories and stories.
T#4 E8otic#is our resort and spa brand found in the most exotic and relaxing locales of the
world. The properties are defined by the privacy and intimacy they provide. The hotels are
clearly differentiated by their product philosophy and service design. They are centered around
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high end accommodation, intimacy and an environment that allows its guest unrivalled comfort
and privacy. They are defined by a sensibility of intimate design and by their varied and eclectic
culinary experiences, impeccable service and authentic Indian 1pa sanctuaries.
T#4 S#f#riare wildlife lodges that allow travelers to experience the unparalleled beauty of the
Indian jungle amidst luxurious surroundings. They offer IndiaHs first and only wildlife luxury
lodge circuit. Taj 1afaris provide guests with the ultimate, interpretive, wild life experiencebased on a proven sustainable ecotourism model.
9i-#nt# +! T#4 Hotel 5 Reortspan options for the work-hard-play-hard traveller across
metropolitan cities, other commercially important centres as well as some of the best-loved
vacation spots. 1tylish C sophisticated, Jivanta by Taj delivers premium hotel experiences with
imagination, energy C efficiency. ItHs the flavour of contemporary luxury, laced with cool
informality and the charming Taj hospitality. 2reated for the cosmopolitan global traveller and
bon vivant, Jivanta by Taj #otels C 6esorts create experiences that will amuse, invigorate C
inspire you. Jivanta revels in a spirit that presents the normal with an unexpected twist.
$xperiences which make you pause C appreciate the hidden beauty in lifeK It challenges your
expectations of a hotel and unfolds multiple layers of delight. Innovative cuisine concepts, the
smart use of technology C the challenge to constantly engage, energi!e and relax you all add up
to make Jivanta by Taj the new signature in hospitality.
The tew#! HotelDupscale/mid-market full service hotels and resortsE is a pan-India network
of hotels and resorts that offers business and leisure travelers a hotel designed, keeping the
modern nomad in mind. &t the (ateway #otel, we believe in keeping things simple. This is why,
our hotels are divided into simple !ones- 1tay, #angout, eet, 8ork, 8orkout, 0nwind and
$xplore.
&s travel often means more hassle than harmony, more stress than satisfaction, modern travelers
are looking for smarter choices. =riven by our passion for perfection, we welcome our customers
to a refreshingly enjoyable and hassle-free experience, anytime, everywhere. Offering the highest
consistency in "uality, service and style we set new standards and take the unwanted surprises
out of traveling. Our warm welcomes make our guests feel at home, away from home and our
crisp and courteous service empowers them to get more done with greater effectiveness and
control. &nd through our unrivalled network we provide service that is effortless, simple, never
overwhelming, always warm.
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&ingerDeconomy hotels)is I#2%Hs revolutionary concept in hospitality for the value segment.
Intelligently designed facilities, consistency and affordability are hallmarks of this brand targeted
at travelers who value simplicity and self-service.
Taj #otels 6esorts and 9alaces is committed to replicate its domestic success onto international
shores with plans to build an international network of luxury hotels, which will provide an
exemplary product-service combination and in the process create a global brand. The currentinternational portfolio includes luxury resorts in the Indian Ocean, business and resort
destinations in the iddle $ast and &frica, serviced apartments in the 0F, the first hotel in
&ustralia and three a top-end luxury hotels in the 01.
Throughout the 2ompanyHs expansion, its mandate has been twofold@ to infuse a sense of Indian
heritage and culture within each diverse property, while also anticipating the needs and desires of
the sophisticated traveller. Over the years, the Taj has won international acclaim for its "uality
hotels and its excellence in business facilities, services, cuisine and interiors.
The Taj strengthened its presence in the Indian Ocean rim with the $xotica *rand. The Taj
$xotica was evolved as part of Taj #otels 6esorts and 9alaces intent to position it as a brand that
is clearly differentiated by its product philosophy and service design. The Taj $xotica 6esort and
1pa, in aldives is centered on high-end accommodation, intimacy and an environment that
allows its guestHs unrivalled comfort and privacy.
Taj #otels further expanded its global footprint by securing management contracts at 9alm
Island, umeirah in =ubai, 1araya Islands in 6as &l Fhaimah, &ldar (roup in &bu =habi, 0&$
%angkawi in alaysia and Thimpu in *hutan. The most significant additions to the portfolio
have been The 9ierre, the iconic landmark hotel on 'ew 3orkHs
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from royal kitchens and celebrated food festivals, the Taj has pioneered innovation in fine dining
across the world.
Taj #otels also promise a whole new experience of tran"uillity and total HwellnessH, through 7i-#
Sp#a uni"ue concept, which brings together the wisdom and heritage of the &sian and Indian
9hilosophy of 8ellness and 8ell-being. 6ooted in ancient Indian healing knowledge, iva 1pas
derive inspiration and spirit from the holistic concept of living. There is a rich basket of fresh anduni"ue experiences under the iva 1pa umbrella of offering, 3oga and editation, mastered and
disseminated by accomplished practitioners, authentic &yurveda, and uni"ue Taj signature
treatments. 6oyal traditions of wellness in service experiences, holistic treatments involving
body therapies, enlivening and meaningful rituals and ceremonies and uni"ue natural products
blended by hand, come together to offer a truly calming experience.
I#2% operates T#4 %ir, a luxury private jet operation with state-of-the-art
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8e at Taj have the uni"ue scope and opportunity to develop raw potential into a skilled
workforce that is immediately employable by various players in the industry. & majority of our
community projects are focused around extending our key strengths in food production, kitchen
management, housekeeping, customer service and spas to promote economic empowerment of
candidates from vulnerable socio-economic backgrounds. 8e are fully committed to the cause of
building a sustainable environment by reducing the impact of our daily operations on the
environment and improving operational efficiencies, resource conservation, reuse and recycling
of key resources.
The L2ommunication on 9rogress ;++-+;L Ddownlo#d#+le fro1 hereE is an update on the
impact of various initiatives undertaken by our company in social C environmental fronts. This
year again our report has received an H&MH rating, by external assurance provider - F9( for the
7rd consecutive year, further propelling us to rededicate our commitment to the 1ustainability
journey.
8e believe in continuous learning and sharing and would be delighted to have your thoughts and
suggestions.
E%RTH
In an endeavour to reinstate its vision and efforts to boost sustainable tourism, Taj #otels 6esorts
and 9alaces presented $&6T# D$nvironment &wareness C 6enewal at Taj #otelsE this year.
Implementing schemes such as the (angroti (lacier 2lean-0p $xpedition, as well as designated
$arth rooms, which minimise environmental impact, Taj is one of &siaHs largest group of hotels
to commit to energy conservation and environmental management. $&6T# has received
certification from (reen (lobe, the only worldwide environmental certification program for
travel and tourism.
The Taj began a century ago with a single landmark - The Taj ahal 9alace #otel, umbai.
Today, the various Taj hotels, in all their variety and historical richness, are recognised
internationally as the symbols of true Indian hospitality. The 2ompanyHs history is integral to
IndiaHs emergence into the global business and leisure travel communityA and looking to the
future, Taj #otels 6esorts and 9alaces is well positioned to meet the increase in travel activity
with the rapid expansion of the Indian economy.
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%0%RDS
Taj #otels is internationally acclaimed for its excellence in providing the finest and most uni"ue
hospitality experiences. The 2orporate and #otel awards can be viewed by Type and G or
%ocation from the drop down boxes on the left.
Corpor#te %w#rd
&lo+#l %w#rd
%ugut
.);
The Taj (roup of #otels was conferred the 2onde 'ast Traveler 01& 8orld 1avers
&ward ;+7 for 9overty 6elief. The award recognises travel companies exhibiting
excellence in social and environmental responsibility.
%ugut.);
*anjaar Tola, the Taj 1afari lodge in Fanha 'ational 9ark was conferred the award forost Innovative (uest $xperience at the Jirtuoso *est of *est &wards ;+7.
7ul!
.);
0maid *hawan 9alace, odhpur ranked no. ++ on the list of LTop 6esorts in &siaL and
no. +5 on the list of LTop ? #otels in the 8orldL in the Travel M %eisure 8orldHs *est
&wards ;+7. It received a score of 4?.77.
Jiew all (lobal 2orporate &wards
N#tion#l (Indi#n* %w#rd
%pril
.);
Taj
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Region#l %w#rd
.); The Taj ahal #otel, 'ew =elhi has been awarded the ;+7 certificate of $xcellence by
Tripadvisor
.) Taj 9alace #otel rated the *est 2ity #otel =elhi at TT( &sia awards ;+ in 1ingapore
No-
.)
&ll the leading executive chefs of *angalore were invited to participate in the event, the
judges were 2hef,
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"#ng#lore
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Ch#ndig#rh
T#4 Ch#ndig#rh
#otel
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#otel
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H!der#+#d
T#4 "#n4#r#
Jiew Jirtual Tours
#otel
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S2S Hotel
#otel
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2#ng#lore
The tew#! Hotel Old 3ort Ro#d 2#ng#lore
2u1+#i
T#4 L#nd End
Jiew &ll Offers
Jiew Jirtual Tours
#otel
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New Delhi
T#4 3#l#ce Hotel
Jiew &ll Offers
Jiew Jirtual Tours
#otel
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9i-#nt# "! T#4 , "lue Di#1ond
#otel
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9#dod#r#
The tew#! Hotel %$ot# rden
9#dod#r#
9#r#n#i
N#de#r 3#l#ce
Jiew Jirtual Tours
The tew#! Hotel nge 9#r#n#i
9#r$#l#
The tew#! Hotel 7#n#rdh#n#pur#1 9#r$#l#
#otel
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"entot#
9i-#nt# "! T#4 , "entot#
Jiew Jirtual Tours
#otel
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"oton
T#4 "oton
Jiew &ll Offers
Jiew Jirtual Tours
C#pe Town
T#4 C#pe Town
Jiew Jirtual Tours
Jiew &ll Offers
Colo1+o
T#4 S#1udr#
Jiew Jirtual Tours
#otel 8eb 9ages
D(ermanE
The tew#! Hotel %irport rden
Colo1+o
#otel
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Hotel
Jiew &ll Offers
Jiew Jirtual Tours
#otel
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New Yor$
The 3ierre
Jiew &ll Offers
Jiew Jirtual Tours
S#n 'r#ncico
T#4 C#1pton 3l#ce
Jiew &ll Offers
Jiew Jirtual Tours
S!dne!
"LUE S!dne!
Jiew Jirtual Tours
Thi1phu
T#4 T#hi
Jiew Jirtual Tours
#otel
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INTRODUCTION TO THE OR&%NIS%TION
Hotel R#1+#gh 3#l#ce
R%2"%&H 3%L%CE
8alk from room to room amongst rich textures, opulent furnishings and ex"uisite objects dBart.
1tep out into expansive, ornamental gardens arranged in brilliant symmetry. 6etire to rooms that
were once the sanctuaries of kings, princes and their guests. 6ambagh 9alace exudes an
unmistakable sense of history. ItBs an architectural masterpiece that transcends time.
6e"uest the legendary 9eacock suite, which overlooks the ughal Terrace and the garden where
the aharaja used to celebrate L#oli,L the festival of color and lights. 1tage an evening of high
romance in a private tent, illuminated only by torchlight. Indulge in a stately dining at the gilded
1uvarna ahal, formerly the palace ballroom. $njoy a royal, feast and lounging under a star-
speckled sky. 9lay 9olo as the kings played it, or at a more leisurely pace on elephant back.
8ind up the dayBs activities in the sophisticated charm of the legendary 9olo *ar. 6ambagh
9alace allows guest to partake of a wealth of experiences that resound with the memories,
luxuries and extravagances of a bygone era that luckily, has not entirely disappeared.
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ROO2S 5 SUITES
6ambagh 9alace offers 4 rooms and stunningly restored suites, which were the chambers of the
former aharaja. 0se of rich fabrics and silk drapes draw from the colourful art and warm hues
of the state of 6ajasthan.
%uxury C 9alace 6ooms N #istorical 1uites N 6oyal 1uites N (rand 6oyal 1uites
(rand 9residential 1uites
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HOTEL %DDRESS
*hawani 1ingh 6oad
aipur - 7; ?
6ajasthan, India
Telephone@ M4+ +5+ ;;++4+4 N
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1awai an 1ingh II later went to $ngland to finish his studies. 8hile at the 6oyal ilitary
&cademy at 8oolwich in $ngland, he often dreamt of making 6ambagh his official residence.
On his return he began actuali!ing his dream by converting 6ambagh into the magnificent palace
it is today, drawing inspiration from ughal and 6ajasthani styles of architecture. #is majestic
expansions transformed the palace into its glory of today. In +4;?, 6ambagh 9alace became the
permanent residence of the aharaja of aipur. The pride of the palace was the sprawling garden
that featured in 9eter 2oatBs ost *eautiful (ardens of the 8orldB.
In +47+, the Imperial (overnment conferred upon the maharaja his full powers. &fter two
heirless generations, the maharajaBs two wives sent the kingdom into ecstasy when they gave
birth to two sons and a daughter between them. &fter becoming the toast of $nglish high society
with his good looks, charm, wealth, polo prowess and beautiful family, the charismatic maharaja
returned to India in +477 and took up residence with his family in 6ambagh. The palace was
transformed into a beehive of fun, life laughter and vibrant activity. &ll presided over by
aharaja 1awai an 1ingh II and run smoothly by his right hand men. LThe thirties were
undoubtedly the glorious, golden years of 6ambaghL, reminisces 6ajmata (ayatri =evi, the
aharaBs ethereal wife, named the most beautiful woman in the world by Jogue maga!ine in
+45. &s the war loomed and many officers were called away on duty, she took over the running
of the household. 8ith her gracious hospitality, she entertained Jiceroys, %ords, %adies, polo
players, officers and artists.
In +45, India declared her independence, the princely states were merged with the 0nion of
India and the aharaja of aipur was appointed the 6ajpramukh of the state of 6ajasthan.
6ambagh 9alace became the 6aj *havan or (overnment #ouse. The next year, the state
celebrated the 1ilver ubilee of the aharajaBs reign. The fact that he was no longer the ruler
stopped nobody from celebrating with great gusto. The palace was flooded with visiting
dignitaries, including the ountbattens and fourteen maharajas and their families. The last of the
IndiaBs princely celebrations was held when the only daughter of the family wedded the heir-
apparent of *aria. The two-week extravagan!a still stands in the (uinness *ook of 6ecords
today as the worldBs most expensive wedding. *ut the grand 6ambagh 9alace still had more
celebrating to do. aharani (ayatri =evi gave birth to aharajkumar agat 1ingh in +454 to
complete the family. & public holiday was declared and well wishers from all walks of life, as
well as more distinguished guests poured into the palace.
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6ambagh remained the home of aipurBs 6oyalty until +4?, when it was first converted into an
upscale hotel that they continued to manage. In +4;, with its legacy of hospitality, Taj #otels
6esorts and 9alaces was the perfect choice to carry on the royal tradition of the luxurious
6ambagh 9alace. Over the years 6ambagh has played gracious host to several illustrious guests,
such as %ord %ouis ountbatten, Dwho gave his name to a suiteE, 9rince 2harles, ac"ueline
Fennedy and many other luminaries.
REL%A %ND UN0IND
Our honoured guests find themselves "uickly immersed in the beauty of this refined and
thoughtfully restored palace. $ach richly renovated room has opulent interiors with uni"ue
themes, hand painted motif work on the walls, regal four-poster beds, walk-in wardrobes and
luxurious bathrooms to provide a distinct experience befitting royalty.
Impressive bathroom fixtures are accompanied by lavish personal care essentials. 8i-fi and dual
line phones keep guests easily connected to the world outside, while a private bar, satellite TJ
and =J= offer endless entertainment on the spot. $xtensive in-room dining menu allows guests
to feast in the privacy their own "uarters. $very aspect of your stay will be as warm and regal as
your surroundings.
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SELECT YOUR IDE%L %CCO22OD%TION
LUAURY ROO2S
These rooms grace the top floor of 6ambagh 9alace. & retreat unto themselves, each %uxury
6oom has been designed in a traditional manner. 1everal of the %uxury 6ooms overlook the
gardens.
LUAURY ROO2 %2ENITIES
7? s"uare feet
ix of bed types
Turndown service
2TJG %2= TJ G =J= 9layer G 2= player on re"uest
#air dryer and tea coffee maker available
#igh-speed wi-fi Internet access is available on chargeable basis
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DISCO9ER THE EA3ERIENCES OUR HOTEL H%S TO O''ER
INSIDE THE HOTEL
$very part of the palace offers a new view, experience or opportunity for princely leisure.
OUTSIDE THE HOTEL
The palace can arrange a guided tour of palace grounds and nearby locales to show you the finest
our kingdom has to offer.
DININ& EA3ERIENCES
=inner is served - wherever you wish.
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RE7U9EN%TIN& EA3ERIENCES
$xperience iva 1pa, dip into our indoor swimming pool or have an invigorating workout in the
fitness centre.
9%&' &
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D
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ob 1atisfaction describes how content an individual is with his or her job. The happier people
are within their job, the more satisfied they are said to be. ob 1atisfaction is not the same as
motivation, although it is clearly linked. ob design aims to enhance job satisfaction and
performance with methods including job rotation, job enlargement and job enrichment. Other
influences on satisfaction include the management the management style and culture, employee
involvement, empowerment and autonomous work groups. ob satisfaction is a very important
attribute which is fre"uently measured by organisations.
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Deter1in#nt of 7o+ S#tif#ction
&ccording to %+r#h#1/ % There are two types of variables that determine the work
1atisfaction of an individual, they are
+. Organi!ational variables and
;. 9ersonal variables
()*Org#ni@#tion#l 9#ri#+le:,
Occup#tion#l le-el:The higher the level of the work, the greater the 1atisfaction of the
individuals. This is because higher level of work carry greater prestige and self control. 9eople at
higher level work find most of their needs satisfied than when they are in lower level ones.
0or$ content:,The extent to which work provides the individual with interesting tasks,
opportunities for learning, and the chance to accept responsibility will increase work satisfaction.
Conider#+le Le#derhip:,9eople like to be treated with consideration. #ence considerable
leadership results in higher work satisfaction than inconsiderable leadership.
3#! 5 3ro1otion#l Opportunitie:,&ll the other things being e"ual these variables are
positively related to work satisfaction.
Inter#ction in the 0or$ &roup:,8ork 1atisfaction will result if interaction is most satisfying i.
e, when
It results in recognition that other personBs attitudes are similar to Ones own.
It facilitates the achievement of goals.
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SOURCES O' 7O" S%TIS'%CTION
1everal job elements contribute to job satisfaction. The most important among them are wage
structure, nature of work, promotion chances, "uality of supervision, work group, working
conditions.
0#ge:,8ages play a significant role in influencing job satisfaction. This is because of tworeasons.
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2ODELS O' 7O" S%TIS'%CTION
%ffect Theor!: &ccording to this theory satisfaction is determined by a discrepancy
between what one wants in a job and what one has in a job.
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RESE%RCH 2ETHODOLO&Y
Title of the tud!@& study on /&ssessment of ob 1atisfaction level among the employees)
with special reference to 1heraton 6ajputana 9alace,aipur.
Dur#tion of the pro4ect@The duration of the project was 5? days.
O+4ecti-e of the tud!:The objective of the study is classified into primary and secondary
objectives as they are follows.
3ri1#r! o+4ecti-e:,
The primary objective of this study is to study the job satisfaction level of employees and to
suggest measures, which might help the organi!ation in improving the /job satisfaction level)
among the employees.
Second#r! o+4ecti-e:,
To understand the level of employee satisfaction and factors which make the employees
desirable in the hotel industry with respect to company policies, working conditions and other
factors.
To find out the satisfaction level regarding the compensation plans.
To analy!e employee loyalty towards company and to understand the commitment of
management towards employees, in terms of trust empowerment etc.
To evaluate the alternative preferences of employees.
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E8pl#n#tor!@-The research goes beyond merely describing the characterstics ,to analyse and
explain why or how something is happening.
=escriptive methodology is used in the present study.
D#t# Source:,
3ri1#r! D#t#:,The 9rimary data was collected from the respondents by administering a
structured "uestionnaire and also through observations.
Second#r! D#t#:,&part from 9rimary data, the secondary data is being collected through Text
books, ournals from %ibrary, &cademic 6eports, and Internet , used for this study.
S#1ple Si@e:
1ample si!e taken for this study of ob 1atisfaction was ; employees representing the same
population.
S#1pling %re#:
The research was conducted at #otel 6ajputana 1heraton,aipur.
S#1pling TechniBue:
1ampling techni"ue used is the R#ndo1 and Con-enience #1pling. This type of sampling
techni"ue is most appropriate for this study.
2ethodolog!:
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9repare the list of information needed
uestionnaire
2ollect Information
6epresenting the result in the form of graphs
&nalysis and Interpretation
2onclusion and 1uggestions
SCO3E %ND SI&NI'IC%NCE O' STUDY
This project is related to the level of job satisfaction of the employees of the organi!ation.
This survey has significance as it is altogether based upon an essential aspect of oneBs job.
The respondents were the employees of Hotel Sher#ton R#4put#n#6 7#ipur.
This study figures out the factors that satisfy an employee from the job point of view.
$very individual is different from all others and so are their responses. <hough the organi!ation
is fully e"uipped with favourable work environment, there are differences in their responses.
Therefore, the study aims to locate those differences.
LI2IT%TION O' STUDY
The study is conducted only in #OT$% 6&90T&'& 1#$6&TO',&I906.
=ue to the limitation of the time the research could not be made more detailed.
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=ue to confidentiality of some information accurate response was not revealed by some of the
respondents.
1ome of the replies of the respondents may be biased.
6espondents were sometimes not available for the purpose.
6espondents had marked the answers in "uestionnaires which may be socially incorrect
irrespective of their actual feelings.
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'INDIN&S
The success of every organi!ation depends on the employee is satisfied the mostA the
performance will be up to the satisfactory level. #ere most of the employees are having
satisfaction of their work.
ob can be always performed to a satisfactory level, if all the ade"uate information is
available to the employees. #ere most of the employees are satisfied with the channel of the
communication C information flow with team work C cooperation, any difficult work can be
done with ease. *ut there is little ambiguity present in the employees about the
communication to the superiorsG supervisors in the work place.
&uthority and delegation are the decentralised process which gives e"ual responsibility to eachand every employee.
In the organi!ation most of the employees are satisfied with their work load in organi!ation C
they are clear about their roles C responsibilities, also the every department having their own
superiors for better guidance.
Training gives the employees more skills to the work effectiveness C efficiency. In
the organi!ation many of the employees i.e 5P felt that knowledge about the technical practices
is much more needed.
The financial package paid to an employee for the service he has rendered remuneration if
considered to be more by an employee may always lead to more productivity. 1o in short we can
link remuneration with job satisfaction. 1o in the organi!ation the dissatisfaction level is less
than 7?P with the employees, so it leads to effectiveness of the organi!ation.
*enefits are the one of the factor, which will leads to the productivity of the employee. in this
organi!ation, the employees are also considerably satisfied with the benefit package.
.#ighest number of respondents think that better growth prospects is the most
important factor exiting of the job. ost of the respondents also felt that need for
increased responsibility is the most influential factor for "uitting a job. The highest number of
respondents perceives their job related aspects at par with the other colleague in the company.
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D%T% %N%LYSIS
+.I feel proud to work for my company.
Interpret#tion:,4P people feels proud to work for their company and +Ppeople feels 'O for
this.
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3$1 4P
'O +P
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;.I feel my job matches with my "ualification.
YES
NO
65
3$1 P
'O 7P
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Interpret#tion@-P people feels that their job matches with their "ualification and 7P people
feels that the tasks which has been assigned to them is not according to their "ualification.
7.I believe my job is secured.
66
3$1 :P
'O ;P
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Interpret#tion@-out of ; people 5 feels that their job is not secured and + people feels that
their is job security.
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5.I am satisfied with my benefit package
Interpret#tion:,only ;?P people are not satisfied with their benefit package and ?Ppeople are
satisfied with their packages.
68
3$1 ?P
'O ;?P
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?.The amount of work I am asked to do is reasonable.
3$1 P
'O 5P
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Interpret#tion:,Ppeople feels that the amount of work they are asked to do is reasonable and
5P people are not satisfied with this.
.I am well aware of the companyBs corporate objectives
1trongly =isagree
=isagree
'eutral 7?P
&gree 5?P
1trongly &gree ;P
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Interpret#tion: ?P respondents say that they agree to the fact that there is ade"uate corporate
communication in the organi!ation whereas 7P are stay neutral to the "uestion and rest ;P
are strongly agree.
:.Individual initiative is encouraged here
1trongly disagree
disagree
'eutral 7P
&gree ??P
1trongly &gree +?P
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Interpret#tion: ??P people agree that their individual initiative is encouraged and
valued.7Ppeople are neutral to this statement and +?P people strongly agree to the "uestion
that individual initiative is encouraged here.
4.I have opportunities to learn and grow
1trongly disagree
disagree
'eutral ?P
&gree 5?P
1trongly &gree ?P
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Interpret#tion:?P of the total sample people say that they get enough opportunities to learn
more and more and grow. 5?P people also agree but not to that extent and ?P people are neutral
to the "uestion.
+.I am given enough authority for decisions I need to make
1trongly disagree
disagree
'eutral +P
&gree P
1trongly &gree 7P
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Interpret#tion: P people agree that they are provided with enough authority to make theirdecisions and 7P are those who strongly agree to this point whereas +P people stay neutral to
this.
++.I have the material and e"uipment I need to do my job well.
1trongly =isagree
=isagree
'eutral
&gree 7P
1trongly &gree P
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Interpret#tion: 5?P of the respondents strongly believe that their company maintains asatisfactory salary level, other ;?P also agree to this but the remaining 7P did not say anything
about this.
+5.9erformance appraisal system reflects performance fairly
1trongly =isagree
=isagree
'eutral +?P
&gree 7?P
1trongly &gree ?P
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Interpret#tion: ore than ?P of the sample is satisfied with the performance appraisal system
of the company.7?P of the respondents agree to this statement and rest +?Pare neutral about
this.
+?.I receive regular job performance feedback
1trongly =isagree
=isagree
'eutral +P
&gree ?P
1trongly &gree 5P
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Interpret#tion: ore than ?P people say that they get a regular and satisfactory feedback at
regular intervals.+P people are neutral to this statement and 5P respondents are strongly
agree about the feedback.
+.y company is concerned with the long term welfare of the employees.
1trongly =isagree
=isagree
'eutral ;?P
&gree ?P
1trongly &gree ;?P
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Interpret#tion:,only ;?P of the respondents are strongly agree that the company is concerned
with the long term welfare of the employees.?P people are agree to this statement and rest
;?Pare neutral.
+.I receive cooperation from other departments whenever needed
1trongly =isagree
=isagree
'eutral ;?P
&gree 5?P
1trongly &gree 7P
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Interpret#tion: 5?P people say that there is ade"uate cooperation between the departments and
they receive help from other departments whenever needed.7P people are strongly agree to this
statement and rest ;?P are neutral.
+:.y physical working conditions are good
1trongly =isagree
=isagree
'eutral +?P
&gree 7P
1trongly &gree ??P
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Interpret#tion: ??Ppeople are strongly agree with the working environment of the
company.+?P respondents are neutral to this statement and rest 7P are agree to the "uestion.
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+4.I can keep a reasonable balance between work and personal life
1trongly =isagree
=isagree
'eutral ?P
&gree ;?P
1trongly &gree P
Interpret#tion: P of the employees can maintain a reasonable balance between their work
and personal life,;?P are agree to this "uestion rest of the ?P people are neutral.
;.I am satisfied with the training provided to me by the company
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1trongly =isagree
=isagree
'eutral 7P
&gree 5P
1trongly &gree 7P
Interpret#tion: ore than 7P people are strongly agree with the training programme of their
company.other 7P are neutral about the training provided in the company and rest 5P are
neutral about this statement.
;+.The company has ade"uate safety and health standards
1trongly =isagree
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=isagree
'eutral ?P
&gree ;P
1trongly &gree ?P
Interpret#tion: &lmost all the respondents say that safety and health standards are maintained to
a large extent in the company.only ?P are neutral to this statement and ;P respondents are
agree.
;;.customers needs are the top priority in this organisation.
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1trongly =isagree
=isagree
'eutral +P
&gree 5P
1trongly &gree ?P
Interpret#tion:-?P of the respondents are strongly agree that the customers needs are the top
priority in this organisation.+P people are neutral to this statement and rest 5P are agree to
this statement.
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;7.very high standards of "uality are maintained in this company.
1trongly =isagree
=isagree
'eutral
&gree 5P
1trongly &gree P
Interpret#tion:,P of the respondents are strongly agree that very high standards of "uality
are maintained in the company and rest 5P people are also agree to this statement.
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;?.y immediate superior deals with the employees and their problems fairly.
1trongly =isagree
=isagree
'eutral ;?P
&gree ?P
1trongly &gree ;?P
Interpretation@-;?P people are strongly agree that their immediate superior deals with the
employees and their problems fairly.;?P are neutral to this statement and rest ?P are agree.
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S0OT %n#l!i
&n organisationBs competitive position needs continuous improvement to attain competitive
advantage. & 18OT analysis of IT2 (roup of hotels needs to be carried out for identifying its
key relation to dynamic business environment.
Strength:
The IT2 group of hotels is the first choice of discerning business and leisure travellers through
their hospitality.
They have limited influence but competencies such as knowledge, innovation, creativity, team
work, and productivity etc.
The major strength is their /201TO$6 1&TI1
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Opportunit!:
They must analy!e domestic and global market opportunities, and competitors.
This helps organi!ation to view opportunities for further growth and align strategy in that
direction for optimal results.
Thre#t:
Organi!ations needs to find approaches for utili!ing their competencies and available resources
in the best possible manner .
6esources are scarce, and competencies are to be developed internally.
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CONCLUSION
On the basis of data gathered and graphical presentation it can be concluded that the overall level
of job satisfaction among the employee of #otel 1heraton 6ajputana is high.
Jarious factors such as co-ordination with the boss, co- workers, compensation, satisfaction with
the work allotted, balance between family life and work life are studied in the project.
ost important factor to study job satisfaction level of an employee is the time duration that has
been spent in the organisation. ost of the employees here are serving from last - years.
The educational "ualification of the employees match with the work they have been allotted. &s
far as the co- ordination is concerned, employees have a good level of co- ordination with their
superior, co- workers and also with the other departments.
$mployees are satisfied with the periodical advice and feedback provided by their boss which
eases the job to some extent.
6easonably large number of employees find the working conditions in the hotel good and
comfortable.
They are satisfied with the jobs they are allotted but large number of employees is not satisfied
with the compensation or the salary they are getting for the job done.
&long with the job, employees are getting time for their personal life and family also so they are
able maintain a balance between their work and personal
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SU&&ESTIONS
&fter conducting & study on job satisfaction among the employees of /6am *agh
9alace). I have identified some facts based on "uestionnaire. This may help the company to
increase the satisfaction level of the employees. ob satisfaction is an important criterion in hotel
industry. It is a very important determinant of the rate turnover for any given organi!ation. ob
satisfaction by itself is a largely effected by the attitude of employees towards monetary
and non monetary rewards. *ased on those findings the following suggestions have been
made. In order to keep employees satisfied and retain them organi!ations should
adopt the following practices.
Training programmes should be conducted for both personal as well as technical development.
anagement should recogni!e talents and encourage them to grow in the
organi!ation.
0se scientific methods to align jobs this will improve the satisfaction level in case of work load.
6educe working hours at least by 7 min to +hour to motivate the employees.
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To provide more carrier opportunity promotional policy should be restructured.
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ake senior management more friendly with subordinates
Improve working conditions
Try to give timely incentives to employees to motivate financially
.6egular meetings should be conducted between the employees and their superiors to convey the
objectives and to enhance co-ordination among them. In turn the communication gap would be
reduced and the motivation level would also increase.
There should be regular get together of the employees of different departments where they can
freely interact with each other and the cooperation would thus rise.
%33ENDIA
UESTIONN%IRE
(E1plo!ee S#tif#ction Sur-e! of the e1plo!ee of R#1 "#gh Hotel*
&ener#l Infor1#tion
&ge Q
(ender Q ale
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5. I am satisfied with my benefit package
aE 3es bE 'o
?. The amount of work I am asked to do is reasonable
aE 3es bE 'o
'or the following t#te1ent6 ple#e chooe the option th#t +et decri+e !our -iew,
+ Q 1trongly disagree
; Q =isagree
7 Q 'eutral
5 Q &gree
? Q 1trongly agree
S/No/ St#te1ent ) . ; ?
+. I am well aware of the companyBs
corporate objectives
;. There is ade"uate corporate
communication in the company
7. Individual initiative is encouraged
here
5. I have opportunities to learn and grow
?. I am given enough authority for
decisions I need to make
. I have the material and e"uipment I
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need to do my job well
. y salary is fair for my
responsibilities
:. y company maintains a satisfactory
salary level
4. 9erformance appraisal system reflects
performance fairly
+. I receive regular job performance
feedback
++. y company is concerned with the long
term welfare of the employees
+; I receive cooperation from other
departments whenever needed
+7. y physical working conditions are good
+5 I can keep a reasonable balance between
work and personal life
+? I am satisfied with the training provided
to me by the company
+ The company has ade"uate safety and
health standards
+. 2ustomersB needs are the top priority in
this organi!ation
+:. Jery high standards of "uality are
maintained in this company
+4. Teamwork is encouraged and practiced in
this company
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;. y immediate superior deals with the
employees and their problems fairly
8hat the company can do to increase your satisfaction as an employeeR
"I"LIO&R%3HY
6ao 9. 1ubba. /$ssentials of #uman 6esource anagement and Industrial 6elations),
#imalaya 9ublishing #ouse ,$ight $dition,;5
(upta =r. 2.* /#uman resource management),1ultan 2hand C 1ons,
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0E"LIO&R%3HY
www.itcportal.com
www.itcwelcomgroup.com
www.google.com
www.bing.com
101
http://www.itcportal.com/http://www.itcwelcomgroup.com/http://www.google.com/http://www.bing.com/http://www.itcportal.com/http://www.itcwelcomgroup.com/http://www.google.com/http://www.bing.com/8/13/2019 Ram Bagh Palace
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