Summer Internship Project Project Heading- To study the recruitment and employee satisfaction at oberoi

contact centre

Submitted in partial fulfillment of PGDM program 2013-14

Submitted by Name- Nandini Dua Roll Number- 20/160 Corporate Mentor Name -Ms.Ginny Kholi Designation, Company HR Executive (Oberoi contact centre) Faculty Mentor Name- Mrs.Ishita Adhikari Designation-Faculty

Apeejay School of Management New Delhi July 2013

CERTIFICATE

This is to certify that the project work done on To study the recruitment and employee satisfaction at oberoi contact centre at New Delhi Submitted to Apeejay School of Management, Dwarka by Nandini Dua in partial fulfillment of the requirement for the award of PG Diploma in Business Management, is a bonafide work carried out by her under my supervision and guidance. This work has not been submitted anywhere else for any other degree/diploma. The original work was carried out during 25rd April 2013-to 20th June 2013 in The Oberoi contact center, New Delhi.

Date: 01/ 07/2013

Mrs.Ishita Adhikari Apeejay School of Management, Dwarka, New Delhi

New Delhi, July 2013

ACKNOWLEDGEMENT
The immense gratification this project work has given me does not lead to a sense of fulfillment unless I express my boundless gratitude to all those who made this work successful. I do recognize that a mere thanks giving does not redeem me of my indebtedness for all the timely help, support and guidance I received. Nothing concrete can be achieved without an optimal inspiration. No work can be accompanied without taking the guidance of experts. I would like to express my deep sense of gratitude to EIH Ltd. (The Oberoi contact centre) Civil Lines, for extending this opportunity, for a company project study and providing all the necessary resources and expertise for its successful completion. I am very thankful to everybody who was directly or indirectly involved in helping me with this project To begin with, I would like to thank Ms.Ginny Kholi (HR Executive) and Ms.Ratika Rajpal (Senior reservation HR) for considering me worthy enough to do my summer internship with Oberoi Contact centre I would further like to thank her for her constant guidance and expert advices. My profound thanks to my project guide Mrs.Ishita Adhikari, Apeejay School of Management, for helping me throughout the project. I take this opportunity to thank her for her immense support, guidance, specifications and ideas without which the project would not have been a success. . .

Nandini Dua (20/160) Summer Trainee Oberoi contact centre

TABLE OF CONTENTS
Serial No. Chapter Executive Summary 1 2 3 4 5 6 7 8 9 10 11 12 13 Introduction to the topic Company profile About the project taken in the organization Literature Review Objectives and Significance Research Methodology Data Analysis Findings Learnings from the project Conclusion Recommendations Bibliography Annexure Page Number

EXECUTIVE SUMMARY
Recruitment refers to the process of attracting, screening, and selecting qualified people for a job. For some components of the recruitment process, mid- and large-size organizations often retain professional recruiters or outsource some of the process to recruitment agencies. The recruitment industry has four main types of agencies: employment agencies, recruitment websites and job search engines, "headhunters" for executive and professional recruitment, and niche agencies which specialize in a particular area of staffing. Some organizations use employer branding strategy and in-house recruitment instead of agencies. Recruitment-related functions are generally carried out by an organization's human resources staff. The stages in recruitment include sourcing candidates by advertising or other methods, screening potential candidates using tests and/or interviews, selecting candidates based on the results of the tests and/or interviews, and on-boarding to ensure the candidate is able to fulfill their new role effectively. The stages of the recruitment process include: job analysis and developing a person specification; the sourcing of candidates by networking, advertising, or other search methods; matching candidates to job requirements and screening individuals using testing (skills or personality assessment); assessment of candidates' motivations and their fit with organizational requirements by interviewing and other assessment techniques. The recruitment process also includes the making and finalizing of job offers and the induction and on boarding of new employees. Employee satisfaction is the terminology used to describe whether employees are happy and contented and fulfilling their desires and needs at work Factors contributing to employee satisfaction include treating employees with respect, providing regular employee, empowering employees, offering above industry-average benefits and compensation, providing employee perks and company activities, and positive management within a success framework of goals, measurements, and expectations.

During my project at Oberoi contact centre, I supported all the recruiting process including their joining formalities till they stay with the company and when they plan to leave the company. I helped them in maintaining the new employee grid, maintaining all their documents in files, keeping record of their overtime, file auditing also I with my HR arrange various employee engagement activities to make the working environment happy. It was a great learning experience.

INTRODUCTION
The hospitality industry is a broad category of fields within the service industry that includes lodging, restaurants, event planning, theme parks, transportation, cruise line, and additional fields within the tourism industry. The hospitality industry is a several billion dollar industry that mostly depends on the availability of leisure time and disposable income. A hospitality unit such as a restaurant, hotel, or even an amusement park consists of multiple groups such as facility maintenance, direct operations (servers, housekeepers, porters, kitchen workers, bartenders, etc.), management, marketing, and human resources. Usage rate or its inverse "vacancy rate" is an important variable for the hospitality industry. Just as a factory owner would wish a productive asset to be in use as much as possible (as opposed to having to pay fixed costs while the factory isn't producing), so do restaurants, hotels, and theme parks seek to maximize the number of customers they "process" in all sectors. This led to formation of services with the aim to increase usage rate provided by hotel consolidators. Information about required or offered products are brokered on business networks used by vendors as well as purchasers. In looking various industries, "barriers to entry" by newcomers and competitive advantages between current players are very important. Among other things, hospitality industry players find advantage in old classics (location), initial and ongoing investment support (reflected in the material upkeep of facilities and the luxuries located therein), and particular themes adopted by the marketing arm of the organization in question (for example at theme restaurants). Very important is also the characteristics of the personnel working in direct contact with the customers. The authenticity, professionalism, and actual concern for the happiness and wellbeing of the customers that is communicated by successful organizations is a clear competitive advantage. Over the last decade and half the mad rush to India for business opportunities has intensified and elevated room rates and occupancy levels in India. Even budget hotels are charging USD 250 per day. The successful growth story of 'Hotel Industry in India' seconds only to China in Asia Pacific. Hotels in India' have supply of 110,000 rooms. According to the tourism ministry, 4.4 million tourists visited India last year and at current trend, demand will soar to 10 million in 2010 - to accommodate 350 million domestic travelers. 'Hotels in India' has a shortage of 150,000 rooms fueling hotel room rates across India. With tremendous pull of opportunity, India is a destination for hotel chains looking for growth. The World Travel and Tourism Council, India, data says, India ranks 18th in business travel and will be among the top 5 in this decade. Sources estimate, demand is going to exceed supply by at least 100% over the next 2 years. Five-star hotels in metro cities allot same room, more than once a day to different guests, receiving almost 24-hour rates from both guests against 6-8 hours usage. With demand-supply disparity, 'Hotel India' room rates are most likely to rise 25% annually and occupancy to rise by 80%, over the next two years. 2

'Hotel Industry in India' is eroding its competitiveness as a cost effective destination. However, the rating on the 'Indian Hotels' is bullish. 'India Hotel Industry' is adding about 60,000 quality rooms, currently in different stages of planning and development and should be ready by 2012. MNC Hotel Industry giants are flocking India and forging Joint Ventures to earn their share of pie in the race. Government has approved 300 hotel projects, nearly half of which are in the luxury range. Sources said, the manpower requirements of the hotel industry will increase from 7 million in 2002 to 15 million by 2010. With the USD 23 billion software services sector pushing the Indian economy skywards, more and more IT professionals are flocking to Indian metro cities. 'Hotel Industry in India' is set to grow at 15% a year. This figure will skyrocket in 2010, when Delhi hosts the Commonwealth Games. Already, more than 50 international budget hotel chains are moving into India to stake their turf. Therefore, with opportunities galore the future 'Scenario of Indian Hotel Industry' looks rosy. The hotel industry in India is going through an interesting phase. One of the major reasons for the increase in demand for hotel rooms in the country is the boom in the overall economy and high growth in sectors like information technology, telecom, retail and real estate. Rising stock market and new business opportunities are also attracting hordes of foreign investors and international corporate travelers to look for business opportunities in the country. Hotel industry is also inextricably linked to the tourism industry and its growth has added fillip to the hotel industry. And with Conde Nast Traveler ranking India as the fourth most preferred travel destination and Lonely Planet selecting the country among the top five destinations from 167 countries, India has finally made its mark on the world travel map. The arrival of low cost airlines and the associated price wars have given domestic tourists a host of options. The opening up of the aviation industry in India has led the way for exciting opportunities for the hotel industry as it relies on airlines to transport 80% of international arrivals. Moreover, the governments decision to substantially upgrade 28 regional airports in smaller towns and privatization and expansion of Delhi and Mumbai airport will improve the business prospects of hotel industry in India. Substantial investment in tourism infrastructure is essential for Indian hotel industry to achieve its potential. The upgrading of national highway connecting various parts of India has opened new avenues for the development of budget hotels here. Hotels are amongst the most visible and important aspects of a countrys infrastructure. Hotel industry is a closely linked one to the tourism industry. A number of factors like promotion of tourism and rapid industrial progress have given a boost to hoteliering. The recent liberalization of trade and opening up of economy will further lead to revolutionary growth in this sector. With increasing globalization, career opportunities in this field are not only limited within the country but there are chains of hotels which operate internationally providing scope of a career abroad. It is a glamorous profession which has a bright future. With the growth of hotel industry propelled

by foreign and domestic tourism and business travel, the demand for well trained quality personnel too has grown impressively. The diversity of experience in hotel management is greater than in any other profession. Hotel industry involves combination of various skills like management, food and beverage service, housekeeping, front office operation, sales and marketing, accounting. Today, the rise in corporate activity (leading to greater number of business trips) as well as the wish to travel on holiday has made the hotel industry a very competitive one. Eligibility One can enter this field by direct entry or through hotel management institutes. For direct entry the vacancies are generally advertised in the newspapers and the minimum prescribed qualification is graduation with 50% marks. They are trained by the hotels themselves. But qualified personnels are always given a higher preference. Educational: Minimum qualification required to go for a course in hotel management is 10+2. For certificate, diploma and bachelors courses 10+2 is sufficient. Duration of certificate courses is six months to one year. Bachelor and diploma courses are of duration one and half to three years. Those with graduation can go for post graduate diploma courses the duration of which is one year. Selection to most government recognized institutes is based on common entrance test. Test consists of English, Reasoning, General Science and General Knowledge. The test is of two hour duration and is held around April every year. The test is followed by a group discussion and interview, in which a persons personality and confidence is seen. Private institutes also conduct tests of their own, the pattern of which is almost the same. Some of the prominent schools that conduct courses in this area are: The Oberoi centre for Learning and Development, 1 Sham Nath Marg, New Delhi- 110054; Indian Institute of Hotel Management, Ra uza Bagh, Aurangabad431001; Welcomgroup Graduate School of Hotel Administration, Valley View Hotel, Manipal576119, National Council for Hotel Management and Catering Technology, Pusa, New Delhi. Course areas include food processing, Food and beverages service, Accommodation operation or front office, hotel accountancy, Business communication, French language, hotel engineering, computer, nutrition and food service, Hotel laws, Principles of management, sales and marketing management, Human resource management. Personal attributes: They should have a good organizational background, excellent communication and interpersonal skills, strong commitment and self-discipline. One must be an extrovert, co-operative, polite and respectful to the guests, have patience to deal guest criticism even when you know you are right, willing to work hard even at odd hours and yet be cheerful. Career options A hotel consists main departments such as Operations, Front office, House keeping, Food and Beverages, Accounting, Engineering/ Maintenance, Sales and Security. Each department has a number of positions that one can opt for.

General Operations General manager who is the main in charge, is the coordinator and administrator, responsible for staff management, financial control, provision of services, quality control and customer care. Depending on the size of the hotel, general managers could have assistant managers to supplement their work. Front Office It is the centre of all activities. Important functions of receiving the guests, making room reservations, handling correspondence and preparing bills and keeping accounts of the guest services are handled at the front office. The department is headed by Front office manager or Executive House-keeper who supervises and co-ordinates the work. Then there are Assistant Manager, Lobby executive, front office supervisor, information assistant, receptionist, bell captain, bell boy, and doorman etc. to perform their assigned roles. House Keeping The work of keeping the hotel, the rooms, the bars, the restaurants etc. clean and making it presentable to the guests and ensuring facilities and comfort to them is handled by this department. Those handling this department are Chief executive House keeper, floor supervisor, room attendants, linen supervisors, Maids etc. Food and Beverages Department This department is the hub of the hotel industry and is responsible for all the food that is prepared and served in the hotel. The main functions performed by the department are- presentation, preparation and service of food and beverages involving kitchen, bar and baker. Overall in charge of kitchen is known as Chef de Cuisine, the in charge of section is called Chef de Partis and the one who supervises and coordinates the work of Chef de partis is known as Sous-Chef. One who cooks food is known as Cook, the person in overall charge of dining hall is called Maitre de hotel, Captain in charge of part of dining hall is known as Chef de Range, one who serves food is Demi Chef de Range or Steward. Accounting Department This department deals with both cash and credit transactions, i.e all the financial transactions like purchase of materials, offering of services to the guests etc. This department also compiles information required for budgeting, pricing of food and services and so on. Sales & Marketing This department keeps in touch with travel agents and tour operators as well as other potential corporate clients in order to sell hotel facilities. Advertising and Public Relations is also normally handled by this department. Engineering / Maintenance Department Qualified engineers are appointed for the maintenance of the building and various machines involved in the premises. They are assisted by necessary staff in the electrical and mechanical departments. Security department which provides security to the guest and their belongings and employs security Officers/ guards for this purpose. Retires Army personnel are preferred by this department.

COMPANY PROFILE

THE OBEROI GROUP OF HOTELS

The Oberoi Group of Hotels was founded by Rai Bahadur Mohan Singh Oberoi, the founder chairman in 1934. He was the first Indian hotelier to enter into an agreement with an internationally renowned hotel chain, to open the first modern, five-star hotel in the country. The Oberoi Inter Continental, in New Delhi opened in 1965. The I-Con, as it became popularly known, offered facilities that no other hotel in the country matched and was Indias first luxury hotel. It was later renamed The Oberoi, New Delhi. The Oberoi Group owns or operates 28 2

hotels and 3 cruise liners in five countries under the luxury Oberoi and five-star Trident brands. The Group is also engaged in flight catering, airport restaurants, travel and tour services, car rentals, project management and corporate air charters. Located in New Delhi, Indias capital city, The Oberoi, New Delhi reflects the citys spirit in a harmonious blend of tradition and contemporary sophistication. Located close to the city center near business, commercial and shopping districts, the luxury hotel overlooks Delhis prestigious Golf Club on one side and the heritage site of Humayuns Tomb on the other. Exquisite interiors, impeccable service and fine cuisine combine to make this the Capitals most graceful and elegant hotel. The award winning hotel is ideal for business travel or holidays to explore the cultural wonders of Delhi. It is centrally located, only 30 minutes away from the International Airport and within a few minutes distance from the International Exhibition Ground, Commercial centers, Government offices, Embassies and a number of Delhis finest historical monuments. The Oberoi New Delhi, a 283 room full butler service hotel enjoys a well-deserved reputation for service excellence, luxurious accommodation and fine dining cuisine. A distinctive feature of The Groups hotels is their highly motivated and well trained staff that provides the kind of attentive, personalized and warm service that is rare today. The Groups new luxury hotels have established a reputation for redefining the paradigm of luxury and excellence in service amongst leisure hotels around the world. The Oberoi is the new address in the capital that has come up with numerous measures and facilities to host business meetings and give it a new dimension with its excellence in service and elegant decor. The 24 hour Business Centre is equipped elaborately with every possible amenities and makes it an ideal venue for business travelers. The sprawling banquet halls and private dining rooms are available in the hotel for meetings conferences and business seminars where the success history repeats every time.

LIFE OF THE FOUNDER

Mr. Rai Bahadur Mohan Singh Oberoi was born on 15th August, 1898 in erstwhile undivided Punjab, which is now in Pakistan. He was only six months old when his father died. His life was full of difficulties and hardships. Success and fortune did not, therefore, come easily to him. Initiative, resourcefulness and hard work, combined with the capability to face and overcome the most overwhelming odds can best characterize this phenomenal entrepreneur. Mr. M.S. Oberoi completed his primary education in Rawalpindi and moved to Lahore for his Bachelors degree. His studies were cut short as meager finances began to dwindle. This was a moment of anxiety in his life as he realized that his qualifications would not get him a job. His uncle helped him to get a job in the Lahore Shoe Factory. His work was to supervise the manufacture and sale of shoes. For a while, things looked brighter but the star of ill luck was still in the ascendant and soon the factory was closed down for lack of finances and he was compelled to return back to his village. In India the importance attached to marriage is beyond all reason. He was penniless, jobless and almost friendless, but in spite of these very real disadvantages, his marriage was arranged with the daughter of Shri Ushnak Rai, who belonged to his village. He then left for Shimla to appear for an examination for the post of a junior clerk in the government office. Unprepared as he was, he was unable to clear the exam. Thereafter, to flee the ravages of a virulent plague, he went to seek his fortune in Shimla, the summer capital of British India. Arriving penniless, he found a job at a monthly salary of INR 50, as the front desk clerk at the Cecil Hotel. The manager was a kindly English gentleman named D W Grove. At the request, on the plea of being married, he was also given living quarters. Soon after he joined the Cecil, there was a change of management Mr. Clarke succeeded Mr. Grove as manager. In 1924, Mr. Clarke decided to go into the hotel business for himself. His contract with the Associated Hotels of India had just ended. He obtained a catering

contract for the Delhi Club and asked him if he could join Mr. Clarke. He readily accepted the offer. His salary was then Rs 100. After five years, Mr. Clarke decided to retire and sell out the hotel. He made him an offer saying he would prefer someone who could maintain the tradition and efficiency of the hotel to run it. Acceptance meant that he would have to mortgage his few assets and wife's jewellery in order to raise the necessary funds. In 1933 there had been a cholera epidemic of vast proportions in Calcutta (now Kolkata). The Grand Hotel had been closed ever since, as more than a hundred foreign guests had died. People were afraid to visit Calcutta. He happened to see the advertisement placed by the liquidators and immediately decided to take over the hotel if h could get in on low leasehold. The price asked was Rs 10,000 rent a month plus compensation for the goodwill. In return he demanded compensation for the ill will generated by the hotel. The rent was then dropped to Rs 7,000 a month. He agreed to this figure and had the place cleaned up and refurnished. With the outbreak of the Second World War in 1939, Calcutta was full of troops. The British Army was frantically trying to find accommodation. He immediately improvised 1,500 beds for the troops at Rs 10 per head for board and lodging. He also appointed Mr. Grove, who had been his first employer at the Cecil Hotel where Mr. Grove had engaged him on Rs 50 a month. The fact that he converted it and helped the Army in the time of stress and difficulty had come to the notice of the government. In 1941, Mr. Mohan Singh Oberoi was awarded the title of Rai Bahadur by the government of India in recognition of the services to the Indian Hotel Industry. In 1943, he bought out the controlling shareholdings of Associated Hotels of India Limited from Spencer & Company borrowing capital against the security of shares of the same company. Mr. Oberoi was the first Indian to work in association with international chains to invite international travelers to India. This led to a heavy influx of international travelers and foreign occupancy soared to an average of 85%. This enabled the Oberoi Hotels to significantly contribute to Indias foreign exchange earnings. In the tumultuous years just prior to Indian independence, Mr. Oberoi met and intimately interacted with the would-be leaders of Free India, all of whom were, at one time or other, guests at his hotels. He gained control over a big chain of hotels with establishments in Rawalpindi, Peshawar, Lahore, Muree and Delhi. Gradually he then added more hotels to his chain in

Darjeeling, Chandigarh and Kashmir. After India got independence, Mr. Mohan Singh Rai Bahadur Oberoi got elected as The President of the Federation of Hotel and Restaurant Associations of India. In 1960 he was elected as The President of Honour of the Federation for life. His main interest was building India amongst the top-most countries in the hotel expertise, also providing employment for improving the quality of life and helping the young. He was able to open the Oberoi Intercontinental Hotel in 1965 -- a joint venture with Inter-continental Hotels Corporation and Pan American. Before this event could take place there were years of work and what some-times seemed innumerable difficulties. The reward for his labour comes through the fact that this hotel has become one of the most prestigious establishments in India. The hotels continued to expand. Some people refer to them as Mr. Mohan Singh Rai Bahadur Oberoi. Another pioneering landmark was the establishment in 1966 of the prestigious Oberoi School of Hotel Management, OSHM recognized by the International Hotel Association in Paris. Considered Indias premier institute, the school is now known as The Oberoi Centre of Learning and Development (OCLD) and continues to provide high quality professional training in hospitality management. Other notable firsts were the decision to employ women in his hotels and to establish a chain of ancillary industries producing and supplying items like consumables and stationery to ensure the highest quality. The Oberoi Group was also the first to start flight catering operations in India, in 1959. The Oberoi Flight Services, located in New Delhi, Mumbai, Cochin and Chennai, provide in-flight meals of international quality to reputed airlines. He also decided to establish his own travel agency. Mercury Travels, part of The Oberoi Group, ranks amongst the leading travel agencies in India. With vision and imagination, Mr. Oberoi converted old and dilapidated palaces, historical monuments and buildings into magnificent hotels such as The Oberoi Grand in Calcutta, the historic Mena House Oberoi in Cairo and The Windsor in Australia. It was, in fact, in the face of severe opposition that the State Government of Victoria awarded Mr. Oberoi the lease of The Windsor, a heritage building in Melbourne. He personally supervised the restoration of the hotel to its original grandeur and later acquired it. The Oberoi Cecil in Shimla, built in the early 20th century, reopened in April 1997 after extensive and meticulous renovation.

Presently his younger son Mr.P.R.S.Oberoi is the Chairman and the Chief Executive Officer of The East India Hotels (EIH); the holding company for the group and his grandsons; Mr.Vikram Oberoi and Mr. Arjun Oberoi serve in the capacities of Joint Managing Directors.

Oberoi Contact Centre:

If you are between 19 and 25 years of age and have successfully completed, or are completing, a university or college degree in any subject including hotel management, then join us as a Reservation Associate. Relevant prior work experience entitles you to join as Senior Reservation Associate. Work for the worlds best luxury hotels reservation centre, a captive centre located in Delhi. Get pampered by getting a pick and drop from your doorstep, 5 day working, on the house duty meals. Once you join us as a Reservation Associate, you have various opportunities to grow in the company. You may apply as an internal candidate to the 2 year management training programme at The Oberoi Centre of Learning and Development (OCLD) at any point of time in your career till the age of 25 and become a future Executive in the company. You may also grow and develop as a Supervisor and eventually an Executive in the company. Interested applicants may apply by forwarding resume to occ.hr@oberoigroup.com Oberoi Hotels & Resorts is synonymous the world over with providing the right blend of service, luxury and quiet efficiency. Internationally acclaimed for all-round excellence and unparalleled levels of service, Oberoi hotels and resorts have received innumerable awards and accolades. The Oberoi Udaivilas has been ranked the best resort while the The Oberoi Amarvilas and Udaivilas has been ranked amongst the top 5 resorts in the world by the readers of Travel + Leisure, USA in 2012 World's Best Service Awards. Trident Hotels was ranked the 'Best First Class Hotel Brand' at the Galileo Express Travel World Awards for four consecutive years since 2004. The Oberoi Group has been selected as one of India's BEST COMPANIES TO WORK FOR in 2011. The Oberoi Group has been ranked 33rd out of 471 companies and received a special recognition of the 2nd best in the hospitality industry. The Study was conducted by the Great Place to Work Institute, India, in partnership with The Economic Times. The many awards and accolades we continue to receive are attributed to the high service standards our teams have set for themselves. We believe that people are our most important asset. We take great pride in selecting, developing, nurturing and rewarding our talent.

We are an organization of highly motivated teams who take pride in delivering exceptional service and making a difference "The Oberoi Way".

STRENGTH OF THE OBEROI GROUP

Strong MIS system- They have a strong Management Information System in which they were maintaining the database of their customers because of which they got to know about the tastes and preference of their customers due to which the brand value of Oberoi increases. Strong Marketing Teams- They have a strong marketing team due to which the awareness of Oberoi Hotel is widely spread. Since it has a second largest market share in the hospitality sector so it has to always market themselves as one of the premier hotels in the country. Asset leverage- Another important factor for Oberois is that they have no blocked their money in purchasing the hotels, they had taken on the lease due to which they got certain tax benefits and they were able to use that money in some other activity. Strong brand equity- Since the awareness of Oberois is worldwide and brand equity is something which is an outcome of marketing efforts done by the company. So the brand equity of Oberois quite high in terms of sales. Loyal Customers- In the service oriented sector customer dont often change their service provider unless until they saw any major changes in the service. So Oberois also has their set of loyal customer which is increasing year on year.

AWARDS AND ACCOLADES

The Oberoi Group has been acknowledged as one of the best hotel groups in the world. Three Oberoi Hotels ranked amongst the favourite hotels in India. The Oberoi Udaivilas; Udaipur ranked the favourite leisure hotel in India. The Oberoi Vanyavilas, Ranthambore has been ranked the world's best hotel by Travel and Leisure Readers Poll. In addition to this, The Oberoi Amarvilas, Agra has been ranked the 5th best in the world, The Oberoi Rajvilas, Jaipur is ranked the 13th best in the world and The Oberoi Udaivilas, and Udaipur has been ranked the 15th best hotel in the world. The same poll ranks them as the top 4 hotels in Asia. Oberoi Hotels and Resorts have been ranked as the Best Hotel Chain outside United States of America in 2007 and the Best Hotel Chain outside the United Kingdom in 2008. Trident Hotels has been ranked the Best First Class Hotel Brand at the Galileo Express Travel World Awards for four consecutive years since 2004. The Oberoi, Mumbai has been ranked as the 'Best Business Hotel in India' by CNBC Awaaz, Travel Awards 2008.

LIST OF HOTELS
Oberoi hotels and Resorts
In India:
The Oberoi, New Delhi The Oberoi, Bangalore The Oberoi Grand, Kolkata The Oberoi, Mumbai The Oberoi Amarvilas, Agra The Oberoi Rajvilas, Jaipur The Oberoi Udaivilas, Udaipur Wildflower Hall, Shimla in the Himalayas The Oberoi Cecil, Shimla The Oberoi, Motor Vessel Vrinda, Backwater Cruiser, Kerala The Oberoi Vanyavilas, Ranthambore 2

The Oberoi, Gurgaon

In Indonesia:
The Oberoi, Bali The Oberoi, Lombok

In Mauritius:
The Oberoi, Mauritius

In Egypt:
Mena House Oberoi, Cairo The Oberoi, Sahl Hasheesh, Red Sea The Oberoi Zahra, Luxury Nile Cruiser The Oberoi Philae, Nile Cruiser

In Saudi Arabia:
The Oberoi, Madina

In U.A.E.:
The Oberoi, Dubai

Trident Hotel
In India:
Trident, Agra

Trident, Bhubaneswar Trident, Chennai Trident, Coimbatore(under construction) Trident, Cochin Trident, Gurgaon Trident, Jaipur Trident, Bandra Kurla, Mumbai Trident, Nariman Point, Mumbai Trident, Udaipur

Other Group Hotels in India

Clarkes Hotel, Shimla Maidens Hotel, Delhi

MISSION, VISION AND DHARMA

The core focus of the Oberoi Group is THE GUEST SERVICE. All processes in the company are therefore aligned towards achieving our core focus

MISSION:
Our Guests We are committed to meetings and exceeding the expectations of our guests through our unremitting dedication to perfection, in every aspect of service.

Our People We are committed to the growth, development and welfare of our people, upon whom we rely to make this happen. Our Distinctiveness Together we shall continue the Oberoi tradition of pioneering in the hospitality industry, striving for unsurpassed excellence in high potential locations all the way from the Middle East to Asia Pacific. Our Shareholders As a result we will create extra-ordinary values for our shareholders.

VISSION:

We see an organization which aims at leadership in the hospitality industry by understanding its guests, designing and delivering products and services which enable it to exceed their expectations. We will always demonstrate care for our customers through anticipation of their needs, attention to details, distinctive excellence, warmth and concern.

We see a lean responsive organization where decision making is encouraged at each level and which accepts change. It is committed and responsive to its guests and other stakeholders.

We see a multi-skilled workforce, which consists of team players who have pride of ownership, translating organizational vision into reality.

We see an organization where people are nurtured through permanent learning and skill improvement, and our respected, heard and encouraged to do their best. The Oberoi is recognized as best practice for training and developing its people.

We see more multinational workforce which has been exposed to different cultures, problems and situations and can use its experiences to enrich the local employees whether in India or overseas.

We see the world dotted with Oberoi group hotels in strategic commercials and resort locations.

We see user-friendly technology enhancing values for our customers and helping our personnel by making information more accessible.

We see an organization which is conscious of role in the community, supporting social needs and ensuring employment from within the local community.

We see an organization which is committed to the environment, using natural products and recycling items, thus ensuring proper use of diminishing natural resources.

DHARMA:

The members of Oberoi organization are committed to display through their behavior and actions the following conduct, which applies to all aspects of our business:

CONDUCT which is of the highest-ethical standards-intellectual, financial and moral and reflects the highest levels of courtesy and consideration to others.

CONDUCT which builds and maintains Team work, with mutual trust as the basis of all working relationship.

CONDUCT which puts the customer first, the Company second and self last

CONDUCT which exemplifies care for the customer through anticipation of need, attention to detail, excellence, aesthetics and style and respect for privacy along with warmth and concern.

CONDUCT which demonstrates a two-way communication, accepting constructive debate and dissent whilst acting fearlessly with conviction.

CONDUCT which demonstrates that people are our key asset, through respect for every employee, and leading from the front regarding performance achievements as well as individual development.

CONDUCT which at all times safeguards the safety, security, health and environment of our customers, employees and the assets of the Company.

CONDUCT which eschews the short-term quick fix for the long-term establishment of a healthy precedent.

ORGANIZATIONAL STRUCTURE

Vice President Assistant vice President Senior Executive Executive Senior Supervisor Supervisor Senior Reservation associate Reservation Associate Trainee Associate

DEPARTMENT OVERVIEW
Human resource:It is the set of individuals who make up the workforce of an
organization,business sector or an economy.human capital is sometimes used synonymously with human resources,although human capital typically refers to a more narrow view,ie,the knowledge,the individuals it can contribute to an organization.likewise other terms sometimes used include manpower,talent,labour,or simpily people.

Vouchers: Vouchers are given in the forms of gifts to the regular visitors ,it helps to attract the
customers by making good term. It can also be given in the form of discount if they visit again.

Revenue management:The main motive of revenue team is to earn profit, minimizing loss.
They keep the record of money earned and how to use this money in profitable way.

Connections team:It helps to make good connections between the companys

Communication is one of the organizational functions that helps a company to stay efficient and productive. Accurate and efficient communication between departments builds trust within the organization and also hels to make good terms in business.

FinanceThis department keeps the record of cash.how much company is earning,how much
they need to invest all these decisions is taken by finance department.

EV(Exotic vacation)team:This team provide different offers along with rooms reservation
to make the vacations more colourful.provide various discount,pacakages on room booking.

MICE(meeting and conference):This department deals with arranging meeting and

conference.it basically deals with the business sector. FRONT OFFICE The objective of Front Office is to provide impeccable and consistent service to all guests that visit the hotel through reservations, concierge, telephone operations, cashiering, bell desk and business centre. The Front Office department strives to offer efficient and personalized guest service in a warm and courteous manner with the aim of delivering an unforgettable experience.

COMPETITORS Hyatt Hotels Marriott International Taj Hotel Hilton Hotels

Hyatt Hotels- Hyatt Hotels Corporation is an American international company and

operator of hotels. The Hyatt Corporation was born upon purchase of the Hyatt House, at Los Angeles International Airport on September 27, 1957.

Marriott International- Marriott was founded by J. Willard Marriott in 1927

when he and his wife, Alice Sheets Marriott, opened a root beer stand in Washington, D.C.As a Mormon missionary in the sweltering, humid summers in Washington D.C, Marriott was convinced that what residents of the city needed was a place to get a cool drink. The Marriotts later expanded their enterprise into a chain of restaurants and hotels.

Taj Hotels- It is a five star hotel located in the Colaba region

of Mumbai, Maharashtra, India, next to the Gateway of India. Part of the Taj Hotels, Resorts and Palaces, this building is considered the flagship property of the group and contains 565 rooms. From a historical and architectural point of view, the two buildings that make up the hotel, The Taj Palace and the Tower are two distinct buildings, built at different times and in different architectural designs.

Hilton Hotels-Iis an international chain of full service hotels and resorts, it is the
flagship brand of Hilton Worldwide. The original company was founded by Conrad Hilton and is now owned by Hilton Worldwide. Hilton hotels are either owned by, managed by, or franchised to independent operators by Hilton Worldwide. Hilton Hotels

became the first coast-to-coast hotel chain of the United States in 1943. As of 2010, there are now over 530 Hilton branded hotels across the world in 78 countries across six continents.

HUMAN RESOURCE POLICY

Source of recruitment
Consultants Applicable to RL 9 & RL 8, within OCC and at Oberoi Hotels in Delhi/NCR

Employee Referral Scheme

Rs. 5000 per referral

Applicable fee Rs. 25000/- for one month subscription

Naukri.com database

Tie up with Naukri.com portal

STEP/OCER database

The Oberoi New Delhi/ Trident Gurgaon - Training Managers

Brand Websites

Job vacancy post

Public Channels:
Application received 2

Conduct Telephonic interview of the candidate Intimate result to the candidate Forward to corporate HR as per requirement Update recruitment dashboard

Consultant:
Interview Status/ Feedback to be provided the same day to the consultant Placement fee of Rs. 8.33% of annual gross salary of the candidate shall be applicable

Employee referral scheme:

Rs. 5000/- to be paid along with salary once the candidate completes 3 months

Hiring policy:
The candidate must be below 25 years of age at the time of recruitment For voice, only female candidates can be considered For non-voice process, both male and female candidates can be considered Fixed shifts can be assigned to voice process on a condition that neither 'Transport Facility' nor 'Voice Allowance' shall be given No transport shall be given in Faridabad, Gurgaon and remote areas of Ghaziabad

Telephone standards:
The call has to be answered within 3 rings The opening line shall be 'Good Morning HR'/ Good Afternoon HR according to the time of the day The calls must be forwarded to the respective handphone when not on seat

Grooming Standards:
Dress code - western formals/ saree Smart casuals only during night shifts

Employee welfare (Wedding)

A gift worth Rs. 2000/- from office carrying 'Best Compliments' Card signed by head of unit HR Presence in office colleague's wedding is preferred

Farewell:
Gift voucher of Rs. 500/- for employees who have worked less than 5 years Gift voucher of Rs. 1000/- for employees who have worked more than 5 years

Birthdays:
Birthday emailer to be circulated to the birthday boy/girl , copy marked to Corp OCC Everyone 1 kg pineapple/ chocolate cake to be given to the employee

Diwali:
Bonus to be given as per Bonus Act Diwali sweets distribution to all employees, as directed by Corp HR

Employee Engagement:
Brain Twister Quiz/Riddle to be circualted over email every Monday, Wednesday, Friday Result to be announced the same day along with winner's photograph Gift prize of Rs. 20/- to be given to the winner (Rs. 500/- to be reserved for such gift disbursments - This money is issued by Finance)

Administrative:
Leave cards of staff to be audited each month Attendance registers to be audited every Mon/Wed/Fri Inventory inspection of housekeeping stock every Monday

Pay N Pick:
Daily collection of cash to be taken from the counter and to be given to Aman Daily inventory of items stored in Pay n pick counter Weekly audit of items for expiry date Requisition of items to Aman as per requirement

MIS:
Recruitment Report OCC HC report & Attrition report

TO STUDY THE RECRUITMENT

2

AND EMPLOYEE SATISFACTION AT OBEROI CONTACT CENTRE

Recruitment
Rrefers to the process of attracting, screening, and selecting qualified people for a job. For some components of the recruitment process, mid- and large-size organizations often retain professional recruiters or outsource some of the process to recruitment agencies

PROCESS

JOB ANALYSIS
The proper start to a recruitment effort is to perform a job analysis, to document the actual or intended requirement of the job to be performed. This information is captured in a job description and provides the recruitment effort with the boundaries and objectives of the search. Oftentimes a company will have job descriptions that represent a historical collection of tasks performed in the past. These job descriptions need to be reviewed or updated prior to a recruitment effort to reflect present day requirements. Starting recruitment with an accurate job analysis and job description ensures the recruitment effort starts off on a proper track for success.

SOURCING
Sourcing involves: 1) advertising, a common part of the recruiting process, often encompassing multiple media, such as the Internet, general newspapers, job ad newspapers, professional

publications, window advertisements, job centers, and campus graduate recruitment programs; and 2) recruiting research, which is the proactive identification of relevant talent who may not respond to job postings and other recruitment advertising methods done in #1. This initial research for so-called passive prospects, also called name-generation, results in a list of prospects who can then be contacted to solicit interest, obtain a resume/CV, and be screened.

SCREENING AND SELECTION

Suitability for a job is typically assessed by looking for skills, e.g. communication, typing, and computer skills. Qualifications may be shown through rsums, job applications, interviews, educational or professional experience, the testimony of references, or in-house testing, such as for software knowledge, typing skills, numeracy, and literacy, through psychological tests or employment testing. Other resume screening criteria may include length of service, job titles and length of time at a job. In some countries, employers are legally mandated to provide equal opportunity in hiring. Business management software is used by many recruitment agencies to automate the testing process. Many recruiters and agencies are using an applicant tracking system to perform many of the filtering tasks, along with software tools for psychometric testing.

ONBOARDING
"On boarding" is a term which describes the process of helping new employees become productive members of an organization. A well-planned introduction helps new employees become fully operational quickly and is often integrated with a new company and environment. On boarding is included in the recruitment process for retention purposes. Many companies have on boarding campaigns in hopes to retain top talent that is new to the company; campaigns may last anywhere from 1 week to 6 months.

SELECTION
Employee Selection is the process of putting right men on right job. It is a procedure of matching organizational requirements with the skills and qualifications of people. Effective selection can be done only when there is effective matching. By selecting best candidate for the required job, the organization will get quality performance of employees. Moreover, organization will face less of absenteeism and employee turnover problems. By selecting right candidate for the required job, organization will also save time and money. Proper screening of candidates takes place during selection procedure. All the potential candidates who apply for the given job are tested. But selection must be differentiated from recruitment, though these are two phases of employment process. Recruitment is considered to be a positive process as it motivates more of candidates to apply for the job. It creates a pool of applicants. It is just sourcing of data. While selection is a negative process as the inappropriate candidates are rejected here. Recruitment precedes selection in staffing process. Selection involves choosing the best candidate with best abilities, skills and knowledge for the required job.

The Employee selection Process takes place in following order-

1. Preliminary Interviews- It is used to eliminate those candidates who do not meet the minimum eligiblity criteria laid down by the organization. The skills, academic and family background, competencies and interests of the candidate are examined during preliminary interview. Preliminary interviews are less formalized and planned than the final interviews. The candidates are given a brief up about the company and the job profile; and it is also examined how much the candidate knows about the company. Preliminary interviews are also called screening interviews. 2. Application blanks- The candidates who clear the preliminary interview are required to fill application blank. It contains data record of the candidates such as details about age, qualifications, reason for leaving previous job, experience, etc.

3. Written Tests- Various written tests conducted during selection procedure are aptitude test, intelligence test, reasoning test, personality test, etc. These tests are used to objectively assess the potential candidate. They should not be biased.

4. Employment Interviews- It is a one to one interaction between the interviewer and the potential candidate. It is used to find whether the candidate is best suited for the required job or not. But such interviews consume time and money both. Moreover the competencies of the candidate cannot be judged. Such interviews may be biased at times. Such interviews should be conducted properly. No distractions should be there in room. There should be an honest communication between candidate and interviewer.

5. Medical examination- Medical tests are conducted to ensure physical fitness of the potential employee. It will decrease chances of employee absenteeism.

6. Appointment Letter- A reference check is made about the candidate selected and then finally he is appointed by giving a formal appointment letter.

The recruitment process is immediately followed by the selection process i.e. the final interviews and the decision making, conveying the decision and the appointment formalities.

Employee Satisfaction
Employee satisfaction is the terminology used to describe whether employees are happy and contented and fulfilling their desires and needs at work. Many measures purport that employee satisfaction is a factor in employee motivation, employee goal achievement, and positive employee morale in the workplace. Employee satisfaction, while generally a positive in your organization, can also be a downer if mediocre employees stay because they are satisfied with your work 2

environment. Factors contributing to employee satisfaction include treating employees with respect, providing regularemployee recognition, empowering employees, offering above industry-average benefits and compensation, providing employee perks and company activities, and positive management within a success framework of goals, measurements, and expectations. Employee satisfaction is often measured by anonymous employee satisfaction surveysadministered periodically that gauge employee satisfaction. (I do not support these.) Employee satisfaction is looked at in areas such as: management, understanding of mission and vision, empowerment, teamwork, communication, and coworker interaction. A second method used to measure employee satisfaction is meeting with small groups of employees and asking the same questions verbally. Depending on the culture of the company, either method can contribute knowledge about employee satisfaction to managers and employees. Exit interviews are another way to assess employee satisfaction in that satisfied employees rarely leave companies. Employee satisfaction or job satisfaction is, quite simply, how content or satisfied employees are with their jobs. Employee satisfaction is typically measured using an employee satisfaction survey. These surveys address topics such as compensation, workload, perceptions of management, flexibility, teamwork, resources, etc.

These things are all important to companies who want to keep their employees happy and reduce turnover, but employee satisfaction is only a part of the overall solution. In fact, for some organizations, satisfied employees are people the organization might be better off without. Employee satisfaction and employee engagement are similar concepts on the surface, and many people use these terms interchangeably. Employee satisfaction covers the basic concerns and needs of employees. It is a good starting point, but it usually stops short of what really matters.

Job satisfaction is how content an individual is with his or her job. Scholars and human resource professionals generally make a distinction between affective job satisfaction and cognitive job satisfaction. Affective job satisfaction is the extent of pleasurable emotional feelings individuals have about their jobs overall, and is different to cognitive job satisfaction which is the extent of individuals

satisfaction with particular facets of their jobs, such as pay, pension arrangements, working hours, and numerous other aspects of their jobs.

Recruitment Process At Oberoi Contact Centre

Hospitality Industry has relatively high employee turnover. Employee turnover in their first 30 days is to blame for such high percentage. New environment, overload of information, pressure to perform for new bosses and obey new work rules, this combination of new things may make a new employee feel insecure and overwhelmed and often are the cause of resigning. Company who invests their money into recruiting process wants their new employees to stay. One reason people change job is that they never feel welcome or a part of the organization they join. As a result many choose to switch rather than fight, and simply quit their jobs and move on to another company shortly after they are hired. When this happens the organization they leave behind is faced once again with the need to hire, induct and train another employee. A thoughtful new employee induction program can reduce turnover and save an organization thousands of Rupees.An induction program is the process used within many organizations to welcome new employees to the company and prepare them for their new role.

In oberoi contact centre employee are recruited for the reservation profile.This
is the world best and only reservation centre of oberoi group of hotels.

Two profiles:
1.voice-this process is for girls 2.non-voice- this process is for girls/boys

Beginning of New-Batch:
Every month we start a new batch for the Reservation Associate Profile.

Eligibility:

1.The person should be below 25 years 2.Good in communication skills 3. Should be graduate.

Source of hiring:
1.consultant 2.Monster Data 3.Employee Referral scheme

Process of selection:
1.The person has to go for aptitude test,it include multiple choice question and written test 2.if this test one o one round is taken by HR and then HR EXECUTIVE 3.After that there is operations round 4.final round with the VICE PRESIDENT

Positions for this profile:

1.Senior Reservation Associate (MBA,Experienced) 2.Reservation Associate(Graduate) 3.Trainee Associate(Undergraduate)

Job Timings:
Company has Rotational shifts 5/6 Days Working 9/11 hrs working During Training 7.30am-6.30pm. If the person work on holidays he/she get compensatory off(he/she can avail this holiday in any working day

Transport service:

Company is providing CAB service door to door in Delhi and NCR Regions

Joining Formalities:
1.After the person get slected we provide him/her welcome letter He/she is suppose to submit all documents including marksheet,ID proof,and experience letter incase holding any experience 2.when the batch first day join the company firstly he/has to submit all the required document. Then they have to fill the forms given by the company which include the employee details,salary details etc. When the batch is done with all the documents and paper formalities, they Move to the Board Room where presentation is given by HR Executive,which include: 1.A brief introduction about the company 2.Staff members working with them 3.Terms and conditions of the companys 4.Leaves/holiday plan 5.Salary/incentives details 6.Diffrent positions in the company 7.Carrier Pyramid 8.Transport Service 9.Companys Policy 10.Terms and Conditions is the person is planning to leave the company

Training Period:
The batch has to go for 1 Month,15 Days training Period after which the join there respective process

Probation Period:
If the person is undergraduate or has to give some Back exam in that case that person remains for 6 months under probation period.

Notice Period:
If the has plan to leave the company in that case 1.If he/she under probation Period,has to serve one Day notice period . 2.If the person is not under Probation period in that case he/she has to serve 1 month notice period.

Salary:
1.16000-19000 CTC (MBA/Experienced). 2.15000 CTC (Graduate). 3.12000 CTC (Undergraduates).

Employee Satisfaction/employee Engagement programs:

Employee satisfaction is the terminology used to describe whether employees are happy and contented and fulfilling their desires and needs at work. It is very important that employee working with the the organization are happy and satisfied with their job.Because if they are not happy with their work it will effect their performance negatively. There are so many CENTRE After every 15 days we organized activities.some of them are as follows: 1.Movie Night 2.Antakshri 3.Know Your Friend 4.Bollywood Beats. 5.HR rotate Brain Twister 3 Days in a week,and the winner get gift employees engagement activities in OBEROI CONTACT

Also we give feedback forms to the new-Batch as well employee already working their.and then with the help of this form ,we got to know what problem they are

facing then the HR team try to solve their complaints.

There is also a suggestion box for those who do not want to disclose there identities every month HR take those slips from the suggestion box,and to bring solutions to their problems. In this way HR department alomg with their teams involed themselves in the Employee Engagement activities,and try to make the working environment happy and interesting for the staff members.

LITERATURE REVIEW

OBJECTIVES OF THE PROJECT:

To study the recruitment process in OBEROI CONTACT CENTRE To study the employee satisfaction and Employee Engagement activities. To study the role of HR, and their Responsibilities To streamline interview & section process

SIGNIFICANCE OF THE PROJECT:

Hiring a candidate by taking interview.

Recruitment is a process of
person for a job.
Employee satisfaction is the

Recruitment refers to the process of attracting, screening, selecting, a qualified

terminology used to describe whether

employees are happy and fulfilling their desires and needs at work.

This project has helped me to learn the role of HR deeply.Earlier I was aware about their responsibilities only through websites,but going for 3 month training staying with them doing their work practically helped me a lot to understand what an organization is.During this trainning I learn:

How To keep employees happy, How to become a good HR,their responsibilities. All these things I learnt with the help of this Project.

RESEARCH METHODOLOGY:
PROBLEM DEFINITION: - The most important step in carrying out a Research is to carefully define the Research problem. The Problem must be clear and should not be unambiguous. Our study was carried out in Civil Lines in order to understand the Comparison of New Employee Recruitment process and employee satisfaction in The Oberoi contact centre with Oberoi Maidens Hotel

RESEARCH AND SAMPLING DESIGN DEFINITION According to Clifford Woody: -Research comprises of defining and redefining problems, formulating hypothesis(suggested solutions), collecting, organizing, and evaluating data, making deductions and reaching conclusions and at last carefully testing the conclusions to determine whether they fit the formulated hypothesis. SAMPLING DESIGN Sampling unit/Target group

The respondents were all the new employees, and the staff members already working there. Sample size

As the name indicates, sample size refers to the number of respondents or the size of the sample, which is to be surveyed. Here the sample size taken for the study was 40. Sampling procedure

It refers to the definite plan adopted by the research for obtaining the data from the respondents; the technique adopted here is to gather data from questionnaire method. RESEARCH DESIGN The research design adopted is descriptive research design. It involves fact-finding, inquiries of different kinds etc.

DATA COLLECTION Data collection is one of the important tasks of the research which includes both PRIMARY and SECONDARY sources. o PRIMARY SOURCES Direct Observation: Collection of Data through Questionare.

Telephonic Interview: Collection of data via telephone. The interviews was structured . o SECONDARY SOURCES Secondary data is the data used previously for the analysis and the results are undertaken for the next process. Data was collected from web sites, going through the records of the organization, etc.

DATA ANALYSIS:
EMPLOYEES CONTACT CENTRE
1. How long have you been working for the company?

QUESTIONNAIRE-OBEROI

S.NO Less then a year 1-2 yrs 3-5 years 6-10 years More then 10 years TOTAL

No. Of respondents 10 5 30
5 0 40

No. Of respondents
45 40 35 30 25 20 15 10 5 0 Less then a year 1-2 yrs 3-5 years 6-10 years More then 10 years TOTAL 10 5 5 0 No. Of respondents 30 40

Interpretation: 30 employees are working from 3-5 years in a company.

2.What is your job function?

S.NO

Non-supervisory Staff Supervisor Functional manager Department manager TOTAL

No. Of respondents
5

No. Of respondents
45 40 35 30 25 20 15 10 5 0 40 25 10 5 5 No. Of respondents

Interpretation: 25employees are non-supervisory staff.

1. Does your supervisor is knowledgeable about your work?

S.NO strongly disagree disagree neither agree nor disagree agree strongly agree total

No. Of respondents 0 2 3
5 30 40

No. Of respondents
45 40 35 30 25 20 15 10 5 0 40 30

No. Of respondents 0 strongly disagree 2 disagree 3 neither agree nor disagree 5

agree

strongly agree

total

Interpretation: 30employees strongly agree that there supervisors are knowledgeable about their work.

2. Does your supervisor take time to listen to you?

S.NO strongly disagree disagree neither agree nor disagree agree strongly agree Total

No. Of respondents 0 5 5
10 20 40

No. Of respondents
45 40 35 30 25 20 15 10 5 0 40

20 10 5 0 strongly disagree neither disagree agree nor disagree agree strongly agree total 5 No. Of respondents

Interpretation: 20 employees strongly agree that there supervisors take time to listen to them.

2. Does your supervisor give you fair reviews?

S.NO strongly disagree disagree neither agree nor disagree agree strongly agree total

No. Of respondents 0 0 2
8 30 40

No. Of respondents
45 40 35 30 25 20 15 10 5 0 strongly disagree disagree neither agree nor disagree agree strongly agree total 0 0 2 8 No. Of respondents 30 40

Interpretation: 30employees strongly agree that there supervisors give fair views.

3.

Does your supervisor has reasonable expectations of you work?

S.NO strongly disagree disagree neither agree nor disagree agree strongly agree total

No. Of respondents 0 0 5
10 25 40

No. Of respondents
45 40 35 30 25 20 15 10 5 0 40

25

10 5

No. Of respondents

neither agree nor disagree

agree

strongly agree

total

Interpretation: 25employees strongly agree that supervisor has reasonable expectations from their work.

4. Does your supervisor trains you whenever necessary?

S.NO strongly disagree disagree neither agree disagree agree strongly agree total

No. Of respondents 0 2 nor 3

15 20 40

No. Of respondents
45 40 35 30 25 20 15 10 5 0 2 3 0 strongly disagree neither disagree agree nor disagree agree strongly agree total 15 20 No. Of respondents 40

Interpretation: 20 employees strongly agree that supervisor trains them whenever necessary.

5. How well do you believe your manager lives by your company's ethic?

S.NO extremely well very well sometimes not very well Total

No. Of respondents 20 15 5
0 40

No. Of respondents
45 40 35 30 25 20 15 10 5 0 extremely well very well sometimes not very well total 5 0 20 15 No. Of respondents 40

Interpretation: 20 employees believe that their manager lives by their company's ethic.

6. If you have ever offered suggestions to management, how satisfied were you with the response?

S.NO not offered a suggestion not at all satisfied somewhat satisfied very satisfied total

No. Of respondents 5 0 15
20 40

No. Of respondents
45 40 35 30 25 20 15 10 5 0 40

20 15 5 0 not not at all somewhat offered a satisfied satisfied suggestion very satidfied total No. Of respondents

Interpretation: 20 employees when offer suggestions to management, they are satisfied with their response.

7. Overall, how satisfied are you with the company you work for?

S.NO extremely dissatisfied very dissatisfied neither satisfied nor dissatisfied very satisfied extremely satisfied Total

No. Of respondents 0 0 1
2 37 40

No. Of respondents
45 40 35 30 25 20 15 10 5 0 37 40

No. Of respondents 0 0 1 2 very extremely satisfied satisfied total

extremely very neither dissatisfied dissatisfied satisfied nor dissatisfied

Interpretation: 37 employees are satisfied with their company.

FINDINGS:
1. 1.The company has well written recruitment policy and documentation. 2. 2.The manpower planning is done prior to recruitment. 3. 3.Company uses placement agencies to recruit applicant. 4. 4.Company proactively gets feedback to do improvement and hiring process also gets reviewed frequently. 5. 5.They conduct 3 round interviews and finally assessed by management. 6. They look for communication skills, team spirits, and loyalty etc. factors in a candidate.

MY LEARNINGS
It helped me to understand the actual working of an organization It helped me to gain an insight view of the working of a service industry. It helped me to understand the practical aspect of a service industry. It helped me to build relations with the employees working in Oberoi contact centre . It helped me to understand the working of the training department. It also helped me to understand the importance of training the employees in service industry. It helped me to improve my interpersonal skills as I interacted with the other employees in the organization. During my internship I understand how My HR,HR Executive manages different situations. It helped me how to assemble reports of all the Recruitment that takes place. I understand how to maintain all the records properly. Reports in the Recruitment were maintained on daily, fortnightly and monthly basis so it helped me to understand the importance of it. I understood how employee engagement activities help in retaining the employees in an organization. I got the privilege to attend the FAM trip and I visit the OBEROI

Gurgaon,THE TRIDENT Gurgaon.

RECOMMENDATIONS
This research throws light on various strengths and weaknesses of Oberoi Contact Centre and can also help Oberoi Contact Centre to improve on different fronts in order to have an edge over its competitors. Based on the analysis and findings of my

research I would like to give following recommendations:

1. 1.Person should be placed according to their aptitude and skills . 2. 2.Manpower induction should be in a regular phased manner. 3. 3.More employee engagement activities should be introduced. 4. 4.Detailed vision, mission and work culture of the company should be made clear to the candidates in interview selection process. 5. 5.In recruitment and in Induction process more training sessions should be included and one to one feedback session should be there. 6. 6.Involvement of top management should be included in induction process so as to make the new employees comfortable in the organization. 7.During orientation process ice breakers activities should be introduced as it helps in breaking the ice among all the new employees.

8.Hold

weekly update meetings for department heads to share progress and ideas

and discussion of the problems faced by the new employee at workplace. 9.According to me the employees should made to sign a bond which states that they cannot leave the organization before eight months of joining which will reduce the cost of recruitment and training of those employees and will save time in recruitment.

BIBLIOGRAPHY

Annexure EMPLOYEES QUESTIONNAIRE-OBEROI CONTACT CENTRE :

2

Dear Respondent, Thanks for sparing few minutes to fill this questionnaire, which will help us to study the consumer perception for tyres

1. How long have you been working for the company? Less then a year 1-2 years 3-5 years 6-10 years More then 10 years

1. 2.What is your job function? Non-supervisory Staff Supervisor Functional manager Department manager

2. 3.Does your supervisor is knowledgeable about your work? Strongly disagree Disagree Neither agree or disagree Agree Strongly agree

3. 4.Does your supervisor takes time to listen to you? Strongly disagree Disagree

 Neither agree or disagree Agree Strongly agree

5. Does your supervisor give you fair reviews? Strongly disagree Disagree Neither agree or disagree Agree Strongly agree

6. Does your supervisor has reasonable expectations of you work? Strongly disagree Disagree Neither agree or disagree Agree Strongly agree

4. 7. Does your supervisor trains you whenever necessary? Strongly disagree Disagree Neither agree or disagree Agree Strongly agree

5. 8. How well do you believe your manager lives by your company's ethic? Extremely well Very well Sometimes does, sometimes doesnt Not very well

 Doesnt abide by companys philosophy at all

6. 9. If you have ever offered suggestions to management, how satisfied were you with the response? Never offered a suggestion Not at all satisfied Somewhat satisfied Very satisfied

7. 10. Overall, how satisfied are you with the company you work for? Extremely dissatisfied Very dissatisfied Neither satisfied nor dissatisfied Very satisfied Extremely satisfied

Personal Information: Name: Age: Location: Income (per month): (1) Rs. 1,000 Rs. 10,000 (2) Rs. 10,000 Rs. 30,000 (3) Rs. 30,000 Rs. 50,000 (4) Above Rs. 50,000

THANK YOU FOR YOUR FEEDBACK!!!