A REPORT ON ORGANISATION STUDY AT

TAJ GREEN COVE RESORT AND SPA KOVALAM

AJO SIBY
REGISTER NUMBER: 181128

Under the Guidance of

ARUN SHANKAR

(ASST.PROFESSOR)

Submitted in partial fulfilment of the requirement of the awarded degree

MASTER OF BUSSINESS ADMINISTRATION

to the M G university, Kottayam
 CERTIFICATE

This is to certify that the Organization Study Report entitled “AN ORGANISATION
STUDY AT TAJ GREEN COVE RESORT AND SPA KOVALAM “submitted to M.G.
University in partial fulfillment of the requirements for the award of the MBA degree is a
record of original work done by Mr. Ajo siby during the year 2019 – 2020 under my
supervision and guidance.

Faculty Guide:

Director:

Date:
Place:
 DECLARATION

I Ajo siby, 3rd semester MBA student of Marian International Institute of

Management, Kuttikanam, hereby declare that this report on ORGANISATIONAL
STUDY AT Taj Green Cove Resort and Spa Kovalam under the guidance of
Rev.Fr. P.T Joseph (Director) & Bose George (Asst.Professor), Marian International
institute of Management, Kuttikanam, in partial fulfilment of the requirement for the
award of the degree of Master of Business Administration is a confide study done
by me. I also declare that this report has not been previously formed the basis of
award of any Degree, Diploma, Associate ship, Fellowship or any other similar title
of this or any other university or institution.

Place AJO SIBY

Date:
 ACKNOWLEDGEMENT

Life cannot be successful without the grace of god, I am grateful towards him to
show up his grace towards me for the successful completion of this study. I would
like to acknowledge my sincere gratitude to Rev. Fr. P.T Joseph (Director, Marian
International Institute of Management) for his kind co-operation and support for the
preparation of report.

Then, I would like to thank respected, Mr Mahesh (HR. Manager, Taj Green Cove
Resort and Spa Kovalam) who showed and kept faith in me and who helped me a
lot in many ways.

I am deeply indebted to my project guide Prof. Bose George (Asst.Professor) of Marian

International Institute Of Management Kuttikanam and my internal project guide, Mr
Sooraj P.M for their motivation of support and provision of all necessary facilities during
my project work. And all the staff members of Taj Green Cove Kovalam for their
tremendous help and support during the period of my project study.

I will always remain grateful to them because they are the persons who have been a
consistence source of encouragement and whose constant care about the project
has provided me a new direction to work.

AJO SIBY
 TABLE OF CONTENTS
Sl no: Page no:
INTRODUCTION
Objectives of the study
Importance of the study
Methodology used
Limitations of the study
I CHAPTER I :INDUSTRY PROFILE
1.1 Global Scenario of hotel industry
1.2 Indian Scenario of hotel industry
1.3 Kerala scenario of hotel industry
1.4 MAJOR PLAYERS IN HOTEL INDUSTRY AND THERE MARKET
SHARE IN INDIA:
II CHAPTER II : COMPANY PROFILE
2.1 Vision & mission
2.2 History of the organization
2.3 Milestones of the organization
2.4 Products & services of the organization
2.5 Structure of the organization
III CHAPTER III : FUNCTIONAL DEPARTMENT
3.1 OPERATIONAL DEPARTMNETS:
3.1.1 Front Office
3.1.2 Security Department
3.1.3 Housekeeping
3.1.4 Wellness Department
3.2 SUPPORTING DEPARTMENTS:
3.2.1 Finance Department
3.2.2 Food and Beverage Service Department
3.2.3 Food and Beverages Production Department
3.2.4 Human Resource Department
3.2.5 Sales (marketing team)
3.2.6 Learning and Develepment Department
3.2.7 Information Technology Department
3.2.8 Engineering department
IV CHAPTER IV :INTERDEPENDENCE OF DEPARTMENT
V CHAPTER V :SWOT ANALYSIS & PORTERS FIVE
FORCE MODEL
5.1 Strength
5.2 Weakness
5.3 Opportunity
5.4 Threat
CONCLUTION
BIBLIOGRAPHY
 LIST OF CHARTS AND FIGURES
SERIAL PAGE
NUMBER CHARTS AND FIGURES NUMBER
ORGANISATION CHART OF TAJ GREEN COVE RESORT
1. AND SPA KOVALAM

FRONT OFFICE
2.

SECURITY DEPARTMENT
3.
WELLNESS DEPARTMENT
4.
HOUSE KEEPING
5.
GUEST ROOM CLEANING WORKFLOW
6.
FINANCE DEPARTMENT
7.
PURCHASING PROCEDURE
8.
FOOD AND BEVERAGE SERVICE
9.
FOOD AND BEVERAGE PRODUCTION
10.
HR DEPARTMENT
11.
MARKETING DEPARTMENT
12.
L&D DEPARTMENT
13.
ENGINEERING DEPARTMENT
14.
INFORMATION SYSTEM DEPARTMENT
15.
INTERDEPENDENCE OF THE DEPARTMENT
16
INTRODUCTION
Organization study is a part of MBA program which a student has to undergo training
during their course of study. It narrows the gap between theoretical knowledge and
practical situations. The intention of organization study is to have an exposure of real
organization function and theoretical knowledge. I did my training program at TAJ Green
Cove Resort and Spa Kovalam. During the period of two months I was able to
experience the various function of different departments in the organization.

One of the fastest growing sectors of the economy of our time is the hotel industry. The
hotel industry alone is a multi-billion dollar and growing enterprise.it is exiting never
boring and offer unlimited oppurtunities.The hotel industry is diverse enough for people
to work in different area of interest and still be employed within the hotel industry. The
trend is not just in India, but also globally.

Modern hotels provide refined services to their guests. The customers of modern guest
are always right the principle necessitated application of management principles in the
hotel industry and the hotel professionals realize the instrumentality of marketing
principles in managing the hotel industry.

The concept of total quality management is found getting an important place in the
marketing management of the 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 flows our attention on hotel management. Like other industries, the
hotel industry also needs to explore avenues for innovation, so that a flair blending of
core an peripheral services is made possible.it is not 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 againist
this background that we find the service mix more flexible in nature.

The recruitment and training programs are required to be developed 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.

OBJECTIVES OF THE STUDY

 To get practical exposure in the corporate world.
 To have a proper balance between the theory and practical knowledge
 To study origin, mission vision, and status of the organization.
 To study the functional departments exist in the organization
 To evaluate the effectiveness of the organization.
 To study the problem areas in the organization.

1
  To provide some valuable suggestion to improve the efficiency in the
organization

1.2 SCOPE OF STUDY

 This report is based on the study conducted at Taj Green cove Kovalam

 It aims at understanding the company’s establishment, organization

structure departments, production techniques, marketing strategies and the
advantages it is having over the competitors.
the theoretical
An attempt is made to analyse the company performance in comparison to
aspects.
advancements,
It aims to understand the skills of company in areas like technological
competition and in management.

METHODOLOGY ADOPTED FOR THE STUDY

Primary sources:

production
Observing the working of various departments like finance, human resource
etc.

 Discussion with the company executives and employees, managers and

employees.

Secondary sources:
 websites
 E-articles
 Magazines
 Other printed and non-printed media's

LIMITATION OF THE STUDY

 Time limit were a major constraint
 As per the company rules many information were not disclosed

As the managers were busy in their daily schedules were not possible for us to
spend more time in interacting with them.

 Secondary data collected is not giving any promise regarding the

complete accuracy of the data.
2
 CHAPTER-1
INDUSTRY PROFILE

3
1.1 GLOBAL SCENARIO OF THE HOTEL INDUSTRIES

Hotels industry is one of the major sectors fueling the growth of hospitality sector at the
global level. Booming travel and tourism industry is one of the major factors fueling the
demand in the hotels industry. In addition, with large number of multinational companies
opening their bases globally has also increased the number of business travelers
boosting the hotels industry. The major companies in the hotels market are also
focusing on improvement of customer service experience there by increasing the
number of revisits. Moreover, increasing disposable income and demand for luxurious
lifestyle is also boosting the hotels industry. By type, the hotels market has been
segmented into 1 Star, 2 Star, 3 Star, 4 Star, 5 Star and unrated among others.

Unstable political environment is one of the major factors restraining the hotels industry.
Political stability is one of the major factors behind the success of the travel and tourism
industry. The political condition of a country affects its business as well as leisure travel.
Furthermore, natural disasters are one of the key factors affecting the hotel industry. Apart
from this, increasing popularity of budget hotels in the developed countries of North America
and Europe, the major players are focusing on the luxury hotels segment in order to
maximize their market presence. Due to the shift in consumer preference toward a luxurious
lifestyle, hoteliers are keen on launching new range of luxury hotels across different
locations globally which is considered as an opportunity for the hotels industry.

As of FY-19 North America held the largest market share in the hotels market globally.
The U.S. is one of the major markets for hotels in North America. Increasing
expenditure on travel and tourism is one of the major factors boosting the growth of the
hotel industry worldwide. Furthermore, medical tourism industry has also grown
considerably which is also one of the major reason contributing in the positive growth of
hotels industry across different regions worldwide. However, Asia Pacific is also one of
the major markets for hotels globally. Singapore is the fastest growing market in Asia
Pacific. Increasing business travel and aggressive branding strategies adopted by key
players are some of the major factors fueling the demand in this region.

4
Europe is expected to experience sluggish growth in the forecast period. U.K., Germany,
France and Italy among others are some of the major countries boosting the hotels market
in Europe. UAE is also one of the major markets for hotels in rest of the world. The 4 Star
segment held the largest market share in the UAE hotels market. Brazil and Saudi Arabia
are some of the other major countries boosting the hotels market in rest of the world.

Some of the major players involved in the hotels market are Hilton Worldwide Holdings
Inc. (U.S.), Marriott International, Inc.(U.S.), InterContinental Hotels Group PLC (U.K),
Starwood Hotels and Resorts Worldwide (U.S.), Accor Hotels (France), Indian Hotels
Company Ltd. (India), ITC Ltd. (India), Jumeirah Group LLC (UAE), Atlantis The Palm
Limited (UAE), Four Seasons Holdings Inc. (Canada) among others. Aggressive
branding and promotional activities along with geographical expansion and establishing
strategic partnership are some of the major business strategies adopted by major
players in order to strengthen their foothold globally.

If we cover only the Hotel Industry, the Hotel Industry Market statistics according to
Statista and Deloitte are stacked as given below:

 Total retail value of the global hotel industry is set to cross USD 500 Billion in
2018.

 Total revenue of the hotel industry in the USA alone should touch $200
Billion in 2018

 Asia Pacific Region has witnessed the maximum Hotel room occupancy
last year with 68.7% occupancy recorded in February 2017.
 Millennial is set to become the biggest consumer sectarian the coming
years.

 Travel and tourism is now over 10% worth of the Global GDP and the
Hotel Industry accounts for half of that if clubbed with Food & Beverage industry
and alternate lodging.
 Corporate travel is expected to rise by 6.1% in 2018.
 Hotel Industry alone is expected to sustain by growing at 6-7% in 2018

 As per the hotel industry overview report of the Deloitte, the mid-scale
segment will gain the most in 2018.

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1.2 INDIAN SCENARIO OF THE HOTEL INUSTRIES

EVOLUTION OF THE HOTEL INDUSTRIES IN INDIA

Hospitality, sector in India stand rooted in the Hindu philosophy of ‘atithi devo bhava’,
means that the status of guest is similar to God. There is evidence of accommodation
facilities for travelers and guests, though not as organized as we see them today.The
lodging houses during those times were known as dharamshalas. The Hotel industry goes
back when the necessity and urge to travel, led to the setting up of places where rest and
food for men and beast could be obtained. Inns or Dharmshalas for lodging of guest have
been in existence for a long time. Early hotel were for providing meals and overnight rest.
There were the monasteries, the palaces of the royal families, the rest houses, taverns and
inns offering hospitality to those who travelled the road. These establishments were placed
convenient resting spots along the road. They provided the traveler with food, drink, bed
etc. Examples are about the journeys undertaken by Marco Polo in 1271 and Fa’Hien
during 359-434 AD and Hieun Tsang during 626-645.They all left an interesting account of
the condition of India at that time. There are many references for the concept of shelter for
travelers in India from history for example ‘viharas’, 'dharmasalas', 'sarais', 'musafirkhanas'
are mentioned in history. The Buddhist monks were associated with such viharas. Many
travelers also took shelter in viharas in those days.

In India, the monastic orders and monasteries that came up in several parts of the
country provided shelter, food and medical help to travelers. These were, perhaps, the
early forms of inns in India. During the period between 750 to 1000 AD the 'Pala'
emperors built several Viharas for Ike slay of Buddhist monks which were some form of
collective accommodation. These establishments provided a shelter to travelers with
various names. The ancient Buddhist monks were probably the first to institutionalize
the concept of a shelter in India.The cave temple scattered all over the south-western
region of India have both a chaitya (sanctuary) for worship and prayer and a vihara
(monastery). These monks, although living in their quiet retreats, away from towns and
villages,were nevertheless mindful of the needs of travelers and pilgrims who found
shelter and food at these monasteries. These monasteries were located on the ancient

6
Trade routes between important centres of pilgrimage of the region.Mechants gave
liberal donations for the construction and maintenance of these establishments. The
trader travelled with their merchandise and money on these routes and the viharas were
their hotels. During the Mughals period 'Sarais' and 'Musafirkhanas' were established
forthe benefit of the travelers. Later kings, rajas and nawabs, rich businessman and
philanthropists built sarais making travel less arduous.The rapid growth of railway
system paved the way for good accommodation for travelers. Added lo this
industrialization it its wake brought increased urbanization. So inns and hotels came into
existence for travelers.

PRESENT SCENARIO OF HOTEL INDUSTRIES IN INDIA

In the long term, the demand-supply gap in India is very real and that there is need for
more hotels. The shortage is especially true within the budget hotels and the mid-
market hotels segment. There is an urgent need for budget and mid-market hotels in the
country as travelers look for safe and affordable accommodation. Various domestic and
international brands have made significant inroads into this space and more are
expected to follow as the potential for this segment of hotels becomes more obvious.

As per a report by ICRA, the revenue growth for the Indian hotel industry is expected to
improve to 6-7% in FY18, despite growth prospects being scaled down from the earlier
8-10%, constrained by the regulatory hurdles the industry is currently facing. The growth
is expected to come from the rise in online bookings. Hotel bookings is one of the least
penetrated segments in the travel categories in India.

With a rise in online competition, popular models have come up with online travel
agents (OTAs) offering a single marketplace for all travel-related needs. There are also
seen meta search engines like Trip Advisor and MakeMyTrip, that operate like travel
discovery platforms. Further, online accommodation reservation services like Oyo
Rooms have gained popularity. Apart from this, branded hotels are seen operating
direct bookings through their websites.

Apart from the above, the Indian government has realised the country's potential in the
tourism industry and has taken several steps to make India a global tourism hub. The

7
“Clean India” campaign and development of inland waterways for transport and tourism are
projects that have gained momentum over the previous year. Additionally, programmes
such as “Make in India” and the “Smart Cities” initiative have highlighted the Government’s
support to skill development and investments in Hospitality and Tourism.

Apart from the above initiatives, the government has proactively sought foreign
investment from countries such as China, the United States and Japan, leading to an
increase of business related travel to the country.

It should be noted that that the base for tourism in India is still very low. The spurt in
demand for hotel accommodation over the last few years has inflated hotel rooms in the
country. However, a number of international brands across all hotel segments are
planning to or have recently entered the Indian market. Furthermore, domestic hotel
chains, too, are embarking on strong expansion and development plans across all hotel
segments.

India, after China, is considered as one of the most lucrative hotel markets in the world
and has the second largest construction pipeline in Asia. Growing affluence, potential
for economic growth, increases in disposable incomes and the burgeoning middle class
are expected to drive both leisure and business travel in the coming years.

The long-term outlook for the Indian hospitality business continues to be positive, both
for the business and leisure segments. The sector has potential for growth on the back
of increases in disposable incomes, increase in foreign tourist arrivals, momentum from
government-led initiatives, and the burgeoning middle-class population.

1.3 KERALA SCENARIO OF HOTEL INDUSTRY

Kerala attracted the largest number of projects in hospitality industry in south India in
the last one year, with a total of 19 new hotel projects getting the clearance. Out of the
total of 51 hotel projects cleared by the Union Tourism ministry, 19 were from Kerala
while Andhra Pradesh, which accounted for seven projects, was the second best
investment destination in the region. This Cleary states that the Kerala hospitality
industry is growing year by year. As Kerala is most attractive tourist place in India.

8
The state liquor policy was a challenge but the recent revision in policy has been
hailed by the travel trade. The state government of Kerala recently allowed sale of
liquor in hotels beyond five star hotels.

According to a section of hoteliers in the state, the occupancy levels have declined and
ARRs have nose-dived also The percentage of average occupancy has come down by
10 to 12 per cent. So, the hoteliers are forced to reduce the room rent instead of
periodical increase, which has further reduced the ARRs by 7.5 per cent.”The roll out of
Goods & Sales Tax (GST) has also been a matter of concern for a few hoteliers in the
state with luxury hotels being added to the highest tax slab of 28 per cent.

1.4 MAJOR PLAYERS IN HOTEL INDUSTRIES AND THERE MARKET SHARES IN

INDIA:

Fig based on STATISTICA REPORT OF 2018-2019

9
 CHAPTER-2

ABOUT THE ORGANISATION

10
2.1 VISION

“To improve the quality of life of the communities we serve globally through long term
stakeholder value creation based on Leadership with Trust”.

2.1 MISSION
.“25% of the world’s population will experience the Tata commitment to improving the
quality of life of customers and communities. As a result, Tata will be amongst the 25
most admired corporate and employer brands globally, with a market capitalization
comparable to the 25 most valuable companies in the world.”

2.2 HISTORY OF THE ORGANISATION

The Indian Hotels Company Limited (IHCL), branded as Taj Hotels Palaces Resorts
Safaris, is an international chain of hotels and resorts headquartered at Express
Towers, Nariman Point in Mumbai. Incorporated by the founder of the Tata Group,
Jamsetji Tata, in 1903, the company is a part of the Tata Group, one of India's largest
business conglomerates. The company employed over 13,000 people in the year 2010.
As of 2017, the company operates a total of 134 hotels with 16,674 rooms in 62
locations and also in other countries, including Bhutan, Malaysia, Maldives, Nepal,
South Africa, Sri Lanka, and UAE, UK.

BombayTheto be
hotel was built at a cost of more than rs 4 crore .it was the first building in
lit by electricity.
 During World I (1914 to 1918), the hotel was converted into a 600-bed hospital.
 In 1947, independent India's first speech to industry was made at the HOTEL.

 The Company then undertook major expansion of The Taj Mahal Palace &
Tower, Mumbai by constructing an adjacent tower block and increasing the
number of rooms from 225 to 565 rooms.
 The Taj Group has been active in converting former royal palaces in India
into world class luxury hotels such as the Taj Lake Palace in Udaipur, the
Rambagh Palace in Jaipur and Umaid Bhawan Palace in Jodhpur.

 In 1974, the Taj Group opened India's first international five star deluxe
beach resort, the Fort Aguada Beach Resort in Goa. The Taj Group also began
its business in metropolitan hotels in the 1970s, opening the five-star deluxe
hotel Taj Coromandel in Chennai in 1974, acquiring an equity interest and
operating contract for the Taj President, a business hotel in Mumbai, in 1977,
and opening the Taj Mahal Hotel in Delhi in 1978.

11
2.3 CORPORATE ORGANIZATION STRUCTURE OF THE ORGANIZATION

GENERAL MANAGER

HEAD OF THE DEPARTMENT

EXECUTIVES

TEAM LEADER

TEAM MEMBER

2.4 MILESTONES OF THE ORGANISATION

• Taj Hotels Resorts and Palaces started its operations as the Indian Hotels Company
1899 Limited (IHCL)

• The company opens its first hotel, The Taj Mahal Palace in Mumbai, India
1903

• The company takes over the management of Taj Lake Palace, Udaipur and Rambagh
1970 Palace, Jaipur.

• The Taj Mahal Palace, Mumbai opens a new wing; the Tower wing and increases its
1972 capacity to 560 rooms

• Fort Aguada, Goa the company’s first five-star deluxe beach resort is established in
Goa.the company extended its presence in metropolises with Taj Coromandel
974
Chennai
• Taj Hotels Resorts and Palaces forays into Africa with the launch of Taj Pamodzi,
1979 Lusaka, Zambia

• The company opens its first hotel outside India, the Taj Sheba Hotel in Sana'a,
1980 Yemen

• The St. James’ Court in London further extends the Taj’s international footprint
1982 • The Taj Palace, New Delhi is opened for the Asian Games

1983
 • The Aguada Hermitage is built in Goa as a retreat for all Commonwealth heads of
government. These included former Indian Prime Minister Indira Gandhi and
1987 former UK Prime Minister Margaret Thatcher
•
• Vivanta by Taj – Malabar, Cochin; The company’s first foray into Kerala along with
1998 the Kerala Tourism Development Corporation (KTDC). This was a landmark
moment in promoting Kerala as a tourist destination, and eventually led to its current
characterization as ‘God’s own country’
2000 • Set right at the tip of the azure waters of the Indian Ocean, Taj Hotels Resorts
and Palaces strengthens its presence in Sri Lanka with Taj Exotica in Bentota

2001 • The company establishes Taj GVK Hotels and Resorts Limited with the GVK group
to operate three hotels in Hyderabad

2004 • Taj Exotica Resort and Spa is launched in Maldives, a first in this chain of
exclusive retreats

2005 • Taj Hotels Resorts and Palaces launches Taj Wellington Mews Luxury
Residences, Mumbai

• Taj Hotels Resorts and Palaces makes its first foray into New York with
2006 a management contract to operate The Pierre in New York, USA

• The company acquires "W" hotels in sydney ,Australia.which is later renamed

2007 as "Blue sydney".the company commences operation of its FIRSTwildlife lodge
at mahuakothi,Bandhavgarh

2007 • The company acquires the iconic Ritz-Carlton in Boston, USA, which is later renamed as the Taj
Boston. Another acquisition in San Francisco led to the launch of the Taj Campton Place.

2008
• Taj Safaris launched its second wildlife lodge at Baghvan, Pench

2010 • Taj Hotels Resorts and Palaces launches its full service upscale hospitality
brand, The Gateway Hotels and Resorts

2010 • Taj Hotels Resorts and Palaces announces the opening of Taj Cape Town, a
new luxury hotel in the historic city of Cape Town

• Taj Hotels Resorts and Palaces launches a new brand Vivanta by Taj in the upper
upscale segment

13
2010
 • The Credit Suisse Research Institute chose the Indian Hotels Company Limited as
2010 one of its 27 ‘Great Brands of Tomorrow’

• The restoration work on the Falaknuma Palace was completed and the most
2011 exclusive address in Hyderabad was opened to guests in November

• Taj Hotels Resorts and Palaces forays into Srinagar, Kashmir, with a
2011 management contract for a hotel named Vivanta by Taj – Dal View, Srinagar with
SAIFCO Hill Crest Hotels Pvt. Ltd.

• Opening of The Gateway Hotel Airport Garden Colombo, the first international
2012 Gateway hotel and at Appolo Bunder

• Opening of Vivanta by Taj – Madikeri, Coorg and Vivanta by Taj – Begumpet,

2012 Hyderabad; Taj’s first Vivanta hotel in Hyderabad

• Vivanta by Taj - Bekal, Kerala; a brand new signature in hospitality

2014

• Opening of a new hotel, Vivanta by Taj – Rebak Island, Langkawi; Taj’s first foray into
2014 Malaysia.The Gateway Resort Damdama Lake, Gurgaon; The first Gateway Resort.

•Taj Hotels Resorts and Palaces launches complimentary Wi-Fi access across its hotels
2015 globally – becomes the first Indian hotel group in the country to provide free Wi-Fi

• opening of a new hotel, Taj DubaiI,opening of a new hotel, Vivanta by Taj –

2016 Guwahati, Assam; Taj’s first foray in the North East of India

•Divested 1.245 of stake in Belmond group (earlier known as Orient Express). Also divested
2016 the stake in Taj Boston for US $ 125 million.

• Umaid Bhawan Palace, Jodhpur voted Best Hotel in the World at the TripAdvisor
2016 Travellers’ Choice Award

• Taj Hotels Resorts and Palaces unveils ‘Tajness’.Taj Safaris forays into Nepal with
2017 its first international safari lodge, Meghauli Serai

• .IHCL restructures its brand architecture. The 101 Taj hotels across 64 destinations
move to single branded house identity – Taj Hotels Palaces Resorts Safaris and align
2017 with the Tajness philosophy

• Taj Hotels Resorts and Palaces announces the opening of a new hotel, Taj
Swarna Amritsar

14
2.5 SERVICES OF THE ORGANISATION

ROOMS AND SUITES

SUPERIOR SUPERIOR
COTTAGE COTTAGE DELUXE PREMIUM PRESIDENTIAL
(GARDEN (SEA VIEW) SUITES SUITES VILLA
VIEW)

SUPERIOR COTTAGES GARDEN VIEW

These stylish 344 sq. Ft. Hillside cottages are full of charming additions that are
guaranteed to make the stay a memorable one. A private balcony or a sit-out, so you
can enjoy your cup of tea amidst the serene greens capes; large French windows that
allow natural light to fill up the room; a pillow menu for a good night’s rest; state-of-the-
art facilities to ensure your work doesn’t get affected and furniture that is just right for a
comfortable stay.

SUPERIOR COTTAGES SEA VIEW

It finds your spot at the private balcony and fall in love with the panoramic view of the
Arabian sea. If the weather isn’t too inviting, just admire the view through the large
French windows that leave nothing to the imagination. When business beckons, we
have made sure to provide all the right services to help you seamlessly carry out your
duties. The superior cottages sea view in Kovalam are bright, spacious and 344 sq. Ft.
Of pure joy.44 sq. Ft. Of pure joy.

DELUXE SUITES SEA VIEW WITH BALCONY

The deluxe suites in Kovalam offer you the luxury of space. With one bedroom, one
living room and two bathrooms, you have all the space in the world to sit back, relax and
enjoy the privacy you have been yearning for. Walk out on to the balcony and ease
yourself into a lounge chair while taking in the stunning view of the Arabian sea. When
you’ve had your share of the sun, walk into your centrally air-conditioned suite and avail
the modern conveniences.

PREMIUM SUITES SEA VIEW WITH PLUNGE POOL

At a sprawling 775 sq. Ft., our premium suites at Kovalam are a mark above the rest. An
inviting plunge pool ensures you are not confined to the four walls of your room. Even if you
don’t feel like taking a dip, you can bask in the tropical sun while sipping on a refreshing
drink and making yourself comfortable on the lounger. Meanwhile, the central

15
air-conditioning keeps your suite temperature-controlled, irrespective of the weather
condition outside.

PRESIDENTIAL VILLA WITH PRIVATE POOL

With two living rooms, two bedrooms and two bathrooms, the presidential villa at one of
the best resorts in Kovalam is the epitome of luxury living. A private pool is adjoined to
the villa and a gymnasium and a private boardroom is there. 24-hour room service will
ensure the choicest cuisines find their way to your doorstep .Along with these facilities
such as Wi-Fi internet connectivity flat screen televisions are also provided along with
all the suits and rooms.

DININGS

JASMINE BAY CURRIES BAIT NEERA BAR

JASMINE BAY

Why restrict yourself to a particular flavor, when you can sample an array of flavors that are
markedly different from one another Jasmine Bay is renowned for conjuring delightful
cuisines from around the world. This multi-cuisine specialty restaurant in Kovalam is open at
all times of the time, making sure you satiate your palettes with a delicious meal at any time
of the day. You are always welcome at Jasmine Bay in Kovalam.

CURRIES

If you are looking for a restaurant in Kovalam that will serve you the local delicacies that
Kerala is renowned for, then this is where you need to book your table. Curries at
Kovalam serves up authentic fares that will bring the taste of Kerala to your table. From
the world-famous Appam Stew to the equally famous Payasam, you can relish an array
of spices and flavours that are unique to this region. Not to mention, the sea view
definitely does add a pinch of satisfaction to the meal.

BAIT

A seafood lover’s paradise. Welcome to Bait, one of the best restaurants in Kovalam for
authentic seafood in Kerala. You are guaranteed to be served the freshest catch of the
day, coated with blend of condiments that are also locally sourced to give you a
delectable flavour. Couple this with an informal seating that offers an endless view of
the Arabian Sea and you know you have arrived. There is much to be explored when
you visit Bait at Taj Kovalam Resort & Spa.

16
NEERA BAR

Neera Bar at Taj Kovalam Resort & Spa is the ideal spot for some pre-dinner drinks or a
casual wine and dine with great music to go along with it. Team up our exotic cocktails
with an appetizing starter, and you are all set for the night. For those who wish to stand
true to their favourite poison, our portfolio of vintage wines and signature spirits will
have you in good spirits.

JIVA SPA

Jiva spa is a location where mineral-rich spring water and sometimes seawater is used
to give medicinal baths. It typically offer various health treatments, which are also
known as balneoth.erapy.some of the treatments and therapies availed here are Indian
therapies, Indian Aromatherapies, Body scrubs and wraps, Ayurveda therapies, yoga &
meditation, Spa indulgences etc.

BANQUET HALLS

AGENDA: An executive board room which has an area of 1400 sq ft.

TANGO: A banquet hall on the first floor in the main building.

AGORA: A banquet hall at the sea side

OTHER SERVICES
 CONCIERGE SERVICES

 Sightseeing tours
 Tailor-made itineraries
 Local errands - shopping/medicines/telecommunication etc.
 Car rentals
 Restaurant reservations

 ESSENTIALS

 Babysitting, with 24 hours prior notification Currency exchange

 Doctor-on-call
 Postal & Parcel Services
 Airport transfers
17
 Travel & Tours desk

 Shoe shine
 LEISURE SERVICES

 24-hour in room dining

 Bar billiards at the Easy Bar

 Beach Volleyball Cricket (At the Sports complex)

 Golf ( 9 hole pitch and putt green)

 Beauty Salon

 Fitness centre

 Outdoor swimming pool

 Shop

 Indoor games

 Library

 Boating in the lagoon

 Cricket

 Croquette

 Archery

 Astrologer

 Cooking and mock tail classes

18
 FIG-1: ORGANISATION CHART OF TAJ GREEN COVE RESORT AND SPA KOVALAM

GENERAL MANAGER

DIRECTOR F&B HUMAN

FINANCE OPERATIONS EXECUTIVE SECURITY
OF SERVICE RESOURCE
CONTROLLER MANAGER CHEF MANAGER
SALES MANAGER DEPT.

ASST.FRONT LEARNING &

PURCHASE STORE HOUSEKEEPING CHIEF WELLNESS
OFFICE DEVELEPMENT
MANAGER MANAGER MANAGER ENGINEER MANAGER
MANAGER MANAGER

19
 CHAPTER-3
FUNCTIONAL DEPARTMENTS

20
III FUNCTIONAL DEPARTMENTS
In Taj Greencove Kovalam the General manager of the organisation is responsible for
entire functions like production marketing,purchasing,finanace,human resource .He is
the functional head of the division and will have complete coordination and control of all
the activities of the division inorder to achieve the corporate goal.He will ensure optimal
details on all input material or man power through a different analysis.and will work
towards the asset position of the company through horizondal and vertical growth

THE VARIOUS DEPARTMENTS IN TAJ GREENCOVE CAN BE CLASSIFIED AS :

 OPERATIONAL DEPARTMENTS
 SUPPORTING DEPARTMENTS

The operational departments are those which comes into face to face contact with the
guest and they are revenue earning departments.The supporting departments are those
which serve the guest at back stage like they provide all the help and support for the
operating departments.

3.1 OPERATIONAL DEPARTMENTS

 FRONT OFFICE
 SECURITY DEPARTMENT
 HOUSEKEEPING

 WELLNESS DEPARTMENT

3.2 SUPPORTING DEPARTMENTS

 FINANCE DEPARTMENT
 FOOD AND BEVERAGE SERVICE DEPARTMENT

 FOOD AND BEVERAGES PRODUCTION DEPARTMENT

 HUMAN RESOURCE DEPARTMENT

 SALES (MARKETING TEAM)

 LEARNING AND DEVELEPMENT DEPARTMENT

 INFORMATION TECHNOLOGY DEPARTMENT

 ENGINEERING DEPARTMENT

21
3.1.1 FRONT OFFICE

The Front office is the face of the resort since it has direct customer contact. It is an
important department in a resort in view of its revenue generating capacity and its
influence in building the image of the resort. Hence, the members of staff working in it
assume a special importance. Great care is taken in the selection of the front office staff
as they play a key role.
The purpose of the front office is to help the guests with their luggage, transportation,
information concerning the resort and the stay and any other services needed during
their stay.
SUBLETS
TRAVEL DESK
There are two people at the desk who provide information about excursions and
transportation facilities for the guests. They provide sight-seeing packages to short and
long distance places such as Kanyakumari, etc. and also provide taxi-service for the
guests to be picked up and dropped at the airport. The Travel Desk also gets the
boarding pass ready and does online booking too.

RECEPTION
There are two reception counters and the people there help the guests check-in and
check-out, handle payments, receive calls, help the guests with various needs that they
have during their stay at the resort, etc.

RESERVATIONS
During the reservation a preference sheet is mailed to capture the details and enhance the
stay experience. The available rooms are allotted to the guests as per their choice. The
software used is called OPERA. It gives details about availability of rooms, facilities in the
rooms, check-in, check-out, profile of the guests, accounts, messages, etc.When a
customer calls to enquire about the availability of rooms the reservations manager asks
whether the reservation was made through the company or by a travel agent. The other
details asked for are the name of the customer, the number of rooms required, the type of
room required, the date of arrival, the date of departure, the mode of payment, the

22
contact number, the e-mail id, etc. A confirmation mail is then sent to the customer
within 24 hours. Information regarding rack rate, best available rate, package rates, etc.
is provided.

FRONT OFFICE – TELECOMMUNICATIONS

The telecommunication department is responsible for all communication within the hotel
as well as outside the hotel. Importance of this department is as follows;

 Guest can make local as well as international calls directly from their
respective rooms.
 Charges or the amount are directly posted to the guest folios.
 Facilities given to the guest by the hotel like wake up calls, DND,
interconnecting phones, call waiting etc are handled by telecommunication
department.
FRONT OFFICE – CONCIERGE
The concierge staff is responsible for security, lodging and arrangements of Hotels if
they want to visit for entertainment. These staff also provides information about the City
Events. There are other functions of the sections are as follows. The Concierge staff
provides information about the tourist places; provide guide maps to the guest. They
also help guest to book tickets for sight seen, reserve restaurants for the guest, books
movie tickets for the guest. Other important function of this section is to provide or
deliver messages to the guest rooms.
FRONT OFFICE – BELL DESK
It is also important section of front office department because it deals with guests’
luggages and baggage’s. The important function of this section is as follows: Co-
ordinate the movement of guests’ luggage and baggage during the check – in and
check – out of the guests. Distributing daily newspaper and magazines to the guest
rooms. He is responsible for creating reports for guest Errand Card, left luggage
procedure, and scanty baggage procedure.
OVAL (BUSINESS CENTRE)
It provides facilities for taking Photostat copies, printouts and browsing the Internet by
enabling 24 hours wifi connectivity.

23
ACTIVITIES
An Activity In-charge takes care of the indoor and outdoor games for the guests. Some
of the indoor games conducted are Chess, Caroms, Playing cards, Monopoly, Janga,
Happy home, Ludo, Puzzles, Giant Blocks, Snakes & Ladders, Scotland yard and Ring
toss. Some of the outdoor games include Golf, Tennis, and Catamaran Ride, Speed
boat ride in the sea, fishing at Lagoon, Fishing at sea,
Physiognomy/Palmistry/Numerology, Croquet, Darts and Bar Billiards. In addition to
these, the Activity In-charge also organizes drawing competitions, magic shows,
chocolate–making sessions, cooking classes, etc. for the kids staying at the resort.

FUNCTIONS
WELCOME IN THE RHYTHM (LOBBY)
An airport representative is sent along with a chauffeur holding a placard with just the
resort’s name to maintain guest privacy. A personalized message is sent to the guest’s
mobile just before the landing assuring him that the resort has taken care of his travel
arrangements.
The vehicles in which the guests arrive draw into the porch. A royal welcome is given by
the guards in typical Rajasthani attire. A personalized touch is given by welcoming the
guests using their names. Their luggage is scanned. Then the guests are garlanded
with a shell garland. Special arrangements to provide a royal welcome for groups are
made. A huge caravan of elephants, camels, horses along with a professional band is
called for the reception of the group. An ATG (Aarti, Tiki and Garlanding) is done just to
give a traditional touch to the welcome and to give a feel of Indian hospitality. Amenities
such as a welcome drink, a cold towel, a specs cloth and mineral water are then
offered. In addition an ‘aarati-tika’ welcome is given to the V.I.Ps.

CHECK-IN PROCESS
The time for check-in is 2 p.m. The guests are then asked to fill in a registration card to
reconfirm their details. They are also requested for their id cards with photographs. The
entire check-in process takes 8 minutes as it is a resort (unlike in a matchbox building

24
where it takes 5 minutes).A personalized welcome letter signed by the General
Manager is presented to the guests during the time of the check-in.
The guests are then escorted to their room. A touch of history along with the necessary
information about various facilities in the resort is given to them to create an excitement
about how splendid their experience is going to be. They are also given an orientation about
the room educating them about various facilities they can access within their room.

CHECK-OUT PROCESS

The time for check-out is usually 12 noon. The room is cleared and the guests’ luggage
is brought to the lobby. The guests are given the bill at the reception where they pay by
a credit/debit card or by cash or a bill is sent to their company (in case of businessmen).
The guests are also requested to fill in a feedback form. A fragrant incense stick
wrapped in a satin cloth is gifted to the customers as a souvenir. Ladies are also gifted
with spices. Children are given some small toys/balls.

FRONT ASST.FRONT
OFFICE OFFICE DUTY TEAM TEAM TRAINEES
MANAGER LEADER MEMBERS
MANAGEER MANAGER

FIG-2: FRONT OFFICE

25
3.1.2 SECURITY DEPARTMENT
The primary functions of the security department may include patrolling the property,
monitoring surveillance equipment’s and insuring that the guests, employees and their
properties safe and secure at all times. The security officer must possess a law
enforcement background. This department is typically categorized as front of the house
security and back of the house security. However, their duties and responsibilities are
similar in nature. It mentions the overall security of the hotel, hotel staffs, guest etc.

DUTIES OF SECURITY DEPARTMENT

PATROLS

Security guard in hotels must move around to patrol the various parts of a property.
They check the doors and stairwells to make sure the locks are secure and no danger is
lurking. Most hotel managers like to see the security guard in the lobby, especially when
large groups arrive and during busy morning and afternoon times to provide guests with
a sense of security. Guards must patrol outdoors as well as room hallways and activity
areas, such as the pool and spa. Large properties may employ a number of guards to
keep up patrols and maintain communication through radios.

RESPONSE

Hotel security officers respond to complaints and calls for help. Whether the guard
hears a cry for help or is summoned by the front desk, she must be prepared to rush to
a potentially dangerous scene and calm the guests or control a situation until the local
police can arrive. Hotel security guards, like most trained security guards, typically do
not carry firearms, though they may have access to weapons if necessary.

SURVEILLANCE

It is typically the role of the security team to purchase, maintain and monitor security
cameras, alarm systems and other electronic surveillance equipment. One or more
security personnel may be stationed in an office where they can watch the activity
captured by the cameras on television monitors. Working cameras are great deterrents

26
to crime and can allow one security guard to watch numerous locations on the property
simultaneously.

ESCORT

The security guard on duty often is called to escort unruly patrons from the property. Many
hotels have bars and nightclubs located on the property and count on the security guard to
maintain order by directing drunks to taxis or friends for transport out of the building.
Loiterers not registered at the hotel may need an escort off the property, particularly if they
are harassing guests. Security teams may have a designated holding area in the hotel
where they can detain people against whom the hotel wishes to press charges.

SECURITY
MANAGER

SECURITY
OFFICER

TEAM
LEADER

TEAM
MEMBERS

GUARDS

FIG-3: SECURITY DEPARTMENT

27
3.1.3 HOUSE KEEPING DEPARTMENT

Housekeeping department performs all the duties towards cleaning, maintaining

orderliness, and running a house or a business property. In case of hotels, the
housekeeping duties involve maintaining the hotel to the best possible state in terms of
cleanliness, and keeping it at highly desirable ambience, This department consists of
one H.O.D and two executives and other team members totally this department has
twenty seven employees.

This department needs to co-ordinate with front office personnel in allocating guests
rooms guests complaints, amenities etc. Daily briefing occurs for times where the team
members receive instructions from there executives who is vip,in house what extra care
needs to be taken for certain guests and information about various other activities in the
hotel. The employees of this department also come into direct contact with the guest.

Room attendants are a part of housekeeping department and for every floor certain
numbers of room attendants are allocated to different floors according to occupancy and
other categories. All room attendants are responsible for cleanliness of their respective
floors .Housekeeping supervisors check the cleanliness of the room after room
attendants are done with it, they also notify housekeeping desk after they finished
cleaning the room so that this department co-ordinates with front office and allocates
room to guest which is cleaned. while cleaning the room this department staff wil place
platter in certain rooms ,fresh towels and refiling the mini bar, changing bed sheets etc.
also on request of guest occupied rooms are also cleaned by room attendants.

FUNCTIONS OF HOUSEKEEPING

Housekeeping department holds the responsibility of cleaning, maintenance and

admirable upkeep of the hotel. The main functions of housekeeping are overall
cleanliness, bed making, ensuring maintenance of the building and its
infrastructure,laundry, linen management, key control, pest control, safety and security
of the guests as well as the infrastructure and interior decoration. All this ensure the
ambience and promotes a congenial environment. The basic function of the
housekeeping is explained briefly:
28
CLEANING ROOMS AND PUBLIC AREAS

Housekeeping department cleans the rooms and toilets and wash basins in the room.
Apart from cleaning the guest rooms, housekeeping department is also responsible for
cleaning floor, terraces, elevators, elevator lobbies, corridors of guest floors, floor linen
closets,mop and janitor’s closets, service lobbies and service stairways, function rooms,
shopping arcade, cabanas, bars, dining rooms, offices, uniform rooms, tailor rooms,
upholstery, shops, store rooms and swimming pools. To be concise, the housekeeping
department is responsible for the total cleanliness of a hotel.

GUEST ROOM CLEANING WORKFLOW

PREPARE
ENTER THE CLEAN
ROOM FOR
GUEST ROOM ROOM AREA
CLEANING

DUST THE MAKE THE CLEAN THE

ROOM BED BATHROOM

REPLENISH
SUPPLIES AND VACCUM EXIT GUEST
GUEST ROOM GUEST ROOM
AMENITIOES ROOM AREA

FIG-4: GUEST ROOM CLEANING WORKFLOW

BED MAKING

A guest requires a comfortable bed to take rest, relax and enjoy. A bed that is well-
made will provide the required comfort. Bed making is a skill that requires to be
developed by the housekeeper, as it not only provides comfort to the guest, but also
adds to the pleasant ambience of a guest’s room. Guests should not be able to tell if
anyone has slept in the room, so a clean environment and perfect bed making is major
consideration of this department.

29
LINEN MANAGEMENT

One of the important jobs of the Housekeeping Department is clothes and linen
management. This involves all functions from purchase of linen to laundering, storage,
supplies and to condemnation. In a hotel different types of clothes and linen are used
such as the bed sheets, pillow covers, napkins, towels, hand towels, table covers,
curtains, cushion covers etc. All of these require regular maintenance.

LAUNDRY SERVICES

It is the job of the Housekeeping Department to ensure clean and hygienic washing of
all the linen items, and then distributing them to different areas of the hotel. The
relationship between the housekeeping and laundry is significant for the smooth
functioning of housekeeping services. One of the supporting roles of the laundry is to
provide valet services to house guests.

PEST CONTROL

Pest Control is another major job of the Housekeeping Department. No matter how
clean one keeps the surroundings, one cannot avoid the “uninvited guests” – the pests.
It is not only embarrassing but also speaks badly of a hotel where one sees rats,
cockroaches, and lizards running around. Therefore, pest control is one of the primary
responsibilities of the housekeeping department.

KEY CONTROL

Key control is one of the major jobs of the housekeeping department. The room keys
have to be handled efficiently and safely before and after letting the room.

SAFETY AND SECURITY

The Housekeeping Department is responsible for maintaining a peaceful atmosphere in the

hotel. If the guests and staff always fear for their safety and the safety of their belongings,
the atmosphere will be very tense. Hence the housekeeping department staff should be
aware of ways to protect himself and others, especially the guests around him and the
property of the hotel from accidents and theft. Several accidents could occur at

30
the place of work. These include fire accidents, falls, wounds, injuries, negligence in
handling electrical equipment etc. It is important for all housekeeping personnel to know
about first aid as they could be the first ones on the spot to give immediate attention to a
guest and also an employee in trouble.

INTERIOR DECORATION

Interior decoration is the art of creating a pleasant atmosphere in the living room with
the addition of a complex of furnishings, art, and crafts, appropriately combined to
achieve a planned result or design. These arts and crafts have to be well maintained by
the housekeeping department. Decorating flowers is a creative and stimulating art which
often carries a message or theme. Flowers and indoor plants add color and beauty to a
room.

ROOM MAINTENANCE

Good housekeeping department is just as responsible for the hotel's maintenance as an

engineering department. In an ideal environment, the housekeeping staff and managers
should act as the eyes and ears of the engineering department. If damaged or broken
items are not reported, they can't be fixed. Proper maintenance will make the perception
of cleanliness easier to maintain and reduce guest complaints.

HOUSE ASST.HOUSE
TEAM
KEEPING KEEPING TEAM MEMBERS
LEADERS
MANAGER MANAGER

FIG-5: HOUSE KEEPING

31
3.1.4 WELLNESS DEPARTMENT

The Wellness Department is dedicated to supporting physical activity and improving the
purification, rebalancing and harmonization processes in the body. With the expert
advice of a personal trainer, clients are offered suitable programs with the aim to
achieve the optimum level of personal fitness.

At Taj Green Cove Resort and Spa Kovalam a specialty center is working exclusively
for Ayurveda treatments it typically offer various health treatments, which are also
known as balneotherapy. some of the treatments and therapies availed here are Indian
therapies, Indian Aromatherapies, Body scrubs and wraps, Ayurveda therapies, yoga &
meditation, Spa indulgences etc. pa Manager is the person in charge of the entire
operation at the spa center of the Leela Kovalam hotel. For ayuvedic treatments and
therapies to the guest. All the services to the guest in Spa are extra-paid services. The
most common services provided in the center are massages and yoga treatments. The
Spa Manager should be answerable to the Assistant Executive Manager on the
performance of the department. The scheduled working hours of the Spa is 8am – 9 pm
from Monday to Friday and Saturday and Sunday from 9am-9pm.at that time all
valuables need to be left at the room. In case of special health considerations, a
treatment suitable to the guest is offered. Do consult with the spa manager for more
details.

WELLNESS
MANAGER

GYM
INSTRUCTOR

YOGA
THERAPIST
INSTRUCTOR

FIG:6 WELLNESS DEPARTMENT

32
3.2.1 FINANCE DEPARTMENT

The financial department is the part of an organization that manages its money. The
business functions of a finance department typically include planning, organizing, auditing,
accounting for and controlling its company's finances. The finance department also usually
produces the company's financial statements.The major roles of the finance department is
to identify appropriate financial information prior to communicating this information to
managers and decision-makers, in order that they may make informed judgements and
decisions. It ensure that there are adequate funds available to acquire the resources
needed to help the organisation achieve its objectives.it ensure costs are controlled and
adequate cash flow is there.This is the department which controls money flow in the
hotel.HR needs to coordinate with finance for salary processing .the department performs
functions like reimbursement of bills,salary delivering to associates payments to contractors
etc.and all the payments made on the behalf of the hotel for the functioning of the hotel
,compliance to tax laws,seeing that the finanacial resources are kept under control.This
department is responsible for all form of currency payments especially in the back area of
the hotel.Orion(used for financial management),point of sale (for outlet biling )and Opera(for
room biling) are the softwares mainly used here.

POS-GOLD

Outlet software used only for billing in outlets

OPERA

It is a property management software mainly used for Reservation handling:check

in,check out.Maintaining the guest records.frond office billing,room billing etc.

ORION

Data from property management soft (opera) and pos (outlet software)is transferred to
Orion daily.Orion maintain data in a sumarised form and helps company to prepare
finanacial statements ie;Trial balance ,Profit and Loss,Balancesheet.

THE MAJOR FUNCTIONS OF FINANCE DEPARTMENT ARE:

33
  Recording of the day today transacions-accounting.
 Preparation of various statements regarding stock ,receivables etc.which
are to be submitted to various authorities like bankers,insurences etc.
 Planning and controling of the expences/funds for production.
 Approving and making payments to different parties creditors/suppliers.

 Receiving payments from customers/dealers in specified time.

 Preparation of sales/revenue budget and expenditure budget on a quarterly basis.

 Preparation and maintenance of costing records.

 Preparation of Bank Reconciliation statement.

 Preparation of fund flow and cash flow statement for every month.

 Timely preparation and filing of financial records.

 Preparation and implementation of cost reduction and cost control programs.

THERE ARE DIFFERENT SECTIONS IN FINANCE DEPARTMENT THEY ARE:

FINANCE DEPARTMENT

MATERIALS OR RECEIVABLE OR FOOD

PURCHASE CREDITS & PAYABLES
BEVERAGE
CONTROLS

MATERIALS OR PURCHASE

The purchasing department include interviewing salespeople, placing orders for goods
needed by all hotel departments, keeping records of all purchases and payments, drawing
up and signing contracts and agreements for the purchase of all goods, comparing price
and quality on all bids received, receiving and checking the quality and quantity of
merchandise received on order, checking receipts and shipping invoices against accounts

34
payable and forwarding such information to the accounting department, suggesting
changes in the use of certain goods where costs can be saved or quality improved, and
suggesting new products.

The head of this department is the purchasing agent, or manager. This person supervises
the functions and interviews, instructs, disciplines, and discharges employees in the
purchasing department. Promotion to this position is usually from staff positions in the
purchasing department. Occasionally, a hotel may employ as purchasing agent someone
who has had considerable purchasing experience in other hotels or other businesses.

PURCHASING PROCEDURE

PURCHASING
REQUISITION

CHECKING AND
TENDERS OR
PASSING OF BILLS
QUOTATION
FOR PAYMENT

RECEVING AND
INSPECTING PURCHASE ORDER
MATERIALS

FIG-7: PURCHASING PROCEDURE

RECEIVABLE OR CREDITS

This sub-department deals with the revenue of the resort. When the guests check-out,
they pay either in cash or by credit card or have a bill sent to their company or through
city ledger settlements. The city ledger settlements may be through a travel agent,
through the company to which the guest belongs or through any individual himself. The
aim is to ensure cash realization. This may, however, sometimes lead to bad debts.

35
ACCOUNTS PAYABLE

A key area in accounting, accounts payable ensures that all bills are paid on time and
all discounts are taken minimizing the costs of the hotel. Accounts payable clerks work
closely with the purchasing department to verify that all invoices to be paid are indeed
invoices of the hotel.

FOOD AND BEVERAGE CONTROLLER

This is a fun and challenging position, as it has both accounting and food and beverage
components. While performing all analyses of food cost percentage, yields on meat,
and menu costing, the food and beverage controller also works with the chef to design
new menu items, taste new products, and even be a mystery diner to taste-test the
menus in other foodservice establishments.

INTERNAL AUDIT

This is done by third party people. The internal audit people do the process audit twice a
year. They make a checklist of the processes to be checked. This involves checking all
the departments, specially the revenue making ones, to check to see if the rates,
discounts, compliments, etc. offered adhere to the rules and regulations and also to
ensure that no fraud takes place. The internal audit also tells about the scope for
improvement.

36
 FINANCE
CONTROLER

ASST.FINANCE MATERIALS
MANAGER MANAGER

FINANCE MATERIALS
EXECUTIVE OFFICER

CREDITS JOB
OFFICER TRAINEE

ACCOUNTS
OFFICER

ACCOUNTS
ASSISTENT

FIG-8: FINANCE DEPARTMENT

37
3.2.2 FOOD AND BEVERAGE SERVICE DEPARTMENT
The food and beverage service department is an integral place in any hotel which is
responsible for the systematic and the actual service of food and beverage to the
general public or customers as per the order in any F &B outlets. The Curries, Bait,
Jasmin bay, neerabar, are the F&B outlets in TAJ Green cove Kovalam .This
department plays a vital role on the delivering the accurate service of food and
beverage by placing the orders from the hot or cold plates of kitchen to the customers
table in the proper and the hospitality manner. This department in any hotel plays a vital
role in the profitable process of the hotel business. Among the total revenue collected in
the hotel, about 40% contribution is directly accredited to F&B Service department.

This department is specialized by its output of the products that satisfies customers
demand for food and beverage. For the proper control and the effective management
of the total staffs and their duties, this department is divided into different units or
sections which are also called as an outlet. Each outlet is specialized for the special
functions. For the systematic and a good service process of any F & B outlet,
presentation, time keeping, order taking and the suggestive selling are the key element
of a service to be maintained by service staffs.

In TAJ Green cove Kovalam the F&B department handles the restaurants, bars banquets
etc. This department is responsible for the management of the functions according to the
bookings. This department handles functions such as parties wedding functions etc. Their
main duty is to guide the guests, take orders, serve food and drinks and cleaning up the
tables and presenting the bills.in this department each restaurant managers, bar managers
and banquet managers will report to the F&B manger.in total there are about fifty two
employees including trainees are in this department. In Room Dining is a section of F&B
service department which take orders of the in house guests and delivers them.

FUNCTIONS OF F&B SERVICE

 Prepare tables or counters for meals
 Stock the service area with supplies (for example, coffee, glassware)

 Greet customers, present menus and help customers select menu items

38
  Inform customers about daily specials
 Record orders and place them with the kitchen and bar

 Pick up and serve orders

 Check that customers are enjoying their meals and correct any problems

 Suggest and serve desserts and beverages

 Clean and reset tables

 Tabulate and present bills for payment.

CHARACTERISTICS OF F&B SERVERS

 The ability to serve customers cheerfully, courteously and efficiently

 Good organization and multi-tasking skills

 Good health

 Good grooming

 The ability to work as part of a team

 The ability to work with little supervision

 Good verbal communication skills and sensitivity to customer needs

 The ability to work calmly under pressure.

F&B
MANAGER

RESTAURANT
MANAGER

TEAM LEADER

TEAM
MEMBERS

TRAINEES

FIG-9: FOOD AND BEVERAGE SERVICE

39
3.2.3 FOOD AND BEVERAGE PRODUCTION DEPARTMENT

This is the department which prepares dishes by taking order from food and beverage
service.to put it in simple terms in a restaurant F&B service employees take order and
transfer to kitchen employees. In Taj Green cove Kovalam, there is a kitchen known as
elements ‘Elements’ that prepares food for the employees and there is a main kitchen
that prepares food for all the restaurants (Jasmin bay, Curries, neerabar),except Bait,
there is a separate backside kitchen because of the distance but it is under the control
of the executive chef itself.

This department is responsible for the production of multiple cuisines made from
different cooking style. The chef can prepare the food according to the guest preference
called the interactive cooking .the concept of invisible cooking in the back areas is
replaced by live kitchen. Different cuisines have different sections in the main kitchen
and each one have its own specialized chef.it also covers sections like grade manager
where all the cold cuts and preparations takes place salads, cold dressing salamis etc.
Butchery where all the raw meat ,fish poultry are dressed, sliced, trimmed and packed
as ready to use for the cooking areas. Another important section is the bakery where all
the sweets, pastries, assortments are prepared. The kitchen hygiene and cleanliness is
maintained by the kitchen stewarding department which clean the kitchen as well as
washes utensils. Food production department includes Bakery, Butchery, Grade
manager, Cold storage, room pre-preparation kitchen and kitchen stewarding.

Cooking is the art and science of making good food. Food is cooked when it is cooked
from the heart. The production department in a resort is its kitchen. It is very important
for the staff of this department to have the right attitude to learn to cook better food each
time. The staff of this department does not compromise on the:

 Quality of food

 Hygienic conditions of preparation

 Timeliness of delivery

 Courteousness of the service staff

40
FUNCTIONS

There are four kitchens in the resort--- one official kitchen and one each for butchery,
Bait (the signature restaurant) and dining. The staff works in 9-hour shifts with a break
of 1 hour. There are three kinds of shifts:

 Morning shift (6 a.m. to 3 p.m.)

 Evening shift (3 p.m. to 12 midnight)

 Split shift (10 a.m. to 3 p.m. and 7 p.m. to 11 p.m.)

 The core staffs of the kitchens manage the lunch and dinner.

 Every Tuesday a cooking class and every Thursday a chocolate–making

session is organized for the children of the guests.
 Changes in the menu may be implemented seasonally or off-seasonally.

EXECUTIVE JR.SOUS CHEF DE

SOUS CHEF DEMI CDP
CHEF CHEF PARTIE

JOB
COMMI-iii commi-ii commi-i
COMMI-i
TRAINEES

FIG-10: FOOD AND BEVERAGE PRODUCTION

41
3.2.4 HUMAN RESOURCE MANAGEMENT DEPARTMENT

The human resources department serves no customers, books no business, yet it plays
a very important role in the hotel’s efficient operation. The three major functions of the
human resources department are employee recruitment, benefits administration and
training. The director of human resources is expected to be an expert on labor laws and
to advise managers in other departments. The human resources department’s major
challenge is in its interactions with other hotel departments. Although the human
resources department recruits, interviews and screens prospective employees, the final
hiring decision rests within the department in which the employee will be working. The
same is true of promotion and disciplinary decisions. The human resources
department’s input is, in most hotels, limited to advice and interpretation of legal
questions. The human resources department’s effectiveness depends on its manager’s
ability to form effective working relations with managers of other departments.

FUNCTIONS OF HR DEPARTMENT

The human resource department plays a major role in helping plan the system and in
developing job description, job specification and performance standards. Specialists in
that department may be assigned to conduct job analysis and write job descriptions in
cooperation with managers, supervisors and employees. The human resource
department is not involved in the actual writing of performance standards but play a
diagnostic, training and monitoring role.

RECRUITMENT

In simple terms, recruitment is understood as the process of searching for and obtaining
applicants for jobs, from among whom the right people can be selected. Recruitment is
the process of finding qualified people and encouraging them to apply for work with the
firm. Responsibility for the overall recruitment process is assigned to human resources
managers. They are responsible for designing and implementing recruitment program
that will meet the hotel industry’s personnel needs whilecomplying with all legal

42
requirements. This responsibility includes findingsources of applicants; writing and
placing advertisements; contacting schools;agencies and labour unions; establishing
procedures to guarantee equalemployment opportunity; and administering the funds the
firm has budgeted for recruitment.

SELECTION

Selection is a process of picking individuals (out of the pool of job applicants) with
requisite qualifications and competence to fill jobs in the organization. Different hotels
apply different methods and procedure for recruitment as well as selection. It basically
depends on the management policies and the size of operation Selection is a long
process, commencing from the preliminary interview of the applicants and ending with
the contract of employment. Fig. shows the generalized selection process. In practice,
the process differs among organizations and between two different jobs within the same
organization. Selection procedure for senior managers will be long-drawn and rigorous,
but it is simple and short while hiring shop-floor workers.

ORIENTATION AND PLACEMENT

Orientation is called as induction. It is the planned process of introducing new

employees to their jobs, their co-workers and the organization. The main purpose of
induction is to relieve the new employee from possible anxiety and make him or her feel
at home on the job. These orientation programmers are carried out formally as well as
individually/collectively in the hotels. These programs are carried from 1 weak – 2 weak.

PLACEMENT

After orientation comes placement. Placement refers to the assignment of a new employee
to his or her job. The jobs of HR are simple where the job is independent, but where the
jobs are sequential or pooled, HR specialists use assessment classification model for
placing newly hired employees. For example the job of placing a waiter to its position is
quite simpler as compared with that of the placing the employee at managerial level. The
job of placing a waiter to its position is called an independent job but the job of placing
employee at managerial level can be considered as sequential or pooled job.

43
JOB DESIGN

Job design is a process of determining the specific tasks and responsibilities to be

carried out by each member of the organization. In simple words, the logical sequence
to job analysis is job design. Job analysis provides job-related data as well as the skills
and knowledge expected of the incumbent to discharge the .Job analysis, then, involves
con scious efforts to organize tasks, duties and responsibilities into a unit of work to
achieve certain objectives.

JOB EVALUATION

Job evaluation refers to the process of determining the relative worth of each job for the
purpose of establishing satisfactory wage and salary differentials. Jobs are evaluated on
the basis of their content and are placed in the order of their importance. In a job
evaluation programme, the jobs are ranked and not the jobholders.

EMPLOYEE RELATIONS

As the name suggest it is all about maintaining relationship with the employee. It
includes all terms that are concerned with the employee like employee remuneration,
incentives payments, employee benefits and services, employee welfare, safety and
health issue, trade unions etc. Here it’s where the HR manager communicates with
employee about their problems, suggestion and soon. All these steps are followed in
order to retain best employee.

EMPLOYEE REMUNERATION

In most of the hotels, the human resource department plays a crucial role indetermining
the remuneration policy of employees. For this they take intoconsideration all external
as well as the internal factors. By this they have to dealwith external factors like labour
market, going rate, cost of living, labour unions,labour laws, society and the economy as
well as internal factors like company’sability to pay, job evaluation and performance
appraisal and the worker himself or herself. In hotel industry both financial as well as
non-financial methods of remuneration are followed.

44
INCENTIVES PAYMENTS

It is seen that HRD are highly involved in deciding the incentives programs. As this
department is involved in deciding the remuneration program, they are serving as the
foundations for most incentive plans. The management of these plans is collaborative.
These incentives schemes are for direct workers who work in batches, as well as for
indirect workers.

EMPLOYEE BENEFITS AND SERVICES

The HRD has a major role in the development and management of benefits programs.
These benefits are designed by HRD in order to suit the requirement of employee. And
further, they are sent to the top management for approval. Thereafter they are
implemented. These benefits, which are given to the employee, are both financial as
well as non-financial Some of the benefits and services, which are practiced in the hotel
industry are as follows: Legally required payments, Old age, survivors, disability and
health insurance, Worker’s compensation, Unemployment compensation, Contingent
and deferred benefits, Pension plans, Group life insurance, Sick leave etc.

EMPLOYEE WELFARE

Labor welfare refers to taking care of the wellbeing of workers by employers, trade
unions, and government and non-government agencies. Recognizing the unique place
of the worker in the society and doing good for him/her retaining and motivating
employees, minimizing social evils, and building up the local reputation of the hotel are
the arguments in favor of employee welfare. Hence this area has generated one more
area for practicing of HR roles.

SAFETY AND HEALTH ISSUE

Since the hotel industry, is the service industry, hence the safety and health aspects of
employee is concern for the organization, as employee are assets of service industry.
The whole and soul responsibility of employee health and safety measures lie on the
shoulder of HR department. Hence such types of measures reduce the chances of
accidents.

45
CSR (Corporate Social Responsibility)

The hotel also does a lot of social activities such as the following:

 The resort supplies free food to a few anganvadis. It also provides toys
and uniforms to the children there. It also paints their buildings.

 The resort undertakes training and development programs for the

physically challenged people.

 It buys handicrafts made by the physically challenged and presents them

to the employees on their birthdays and to the guests.
 Transport within the property is by Battery operated buggies
 Usage of Eco-Friendly chemicals

 Usage of CFC free gases for A/C and refrigerator systems

 Rain water harvesting for enriching the ground water table

 Earth check GOLD certificate

 ISO 22000 certification

 HYGIENE Audit scores around 90% etc.

REWARDS AND RECOGNITION

S.T.A.R.S (Special Thanks and Recognition System)

The S.T.A.R.S (Special Thanks and Recognition System) was created to motivate
employees to deliver their best at the workplace by means of attractive rewards.
S.T.A.R.S is a graded system of granting recognition. Points are granted on basis of
parameters such as integrity, honesty, kindness, respect for customers, appreciation by
customers, compliments by colleagues, environmental awareness, teamwork,
trustworthiness, and excellence in work, worthwhile suggestions, initiatives, courage
and conviction among others.
The winners are felicitated at the annual function held by the Taj. They would also get
gift hampers, cash vouchers or a vacation in Taj hotel of their choice in India. This
ceremony significantly boosts their morale.
S.T.A.R.S is not only a successful HR initiative, but it has also brought several strategic
benefits to the Taj Group as it believes that “Happy Employees lead to Happy Customers”.

46
After the implementation of S.T.A.R.S customer satisfaction levels seem to have
increased significantly. The employees have been working with team spirit. Many
employees do that extra bit and go that extra mile to satisfy their customers and gain
recognition.

JAW (JOY AT WORK) ACTIVITIES

OUTDOOR SPORTS ACTIVITIES like cricket, kabadi, volleyball and other sports are
organized by the team.

 FOOD FESTIVALS-several food festivals from Punjab food festivals to

Valentine’s Day specials, different kinds of food are prepared.

 YOA-(Year of Associates)-Wedding day-the associates who are newly

married can avail a stay in any of the TAJ hotels in India for three days except in
some luxury hotels, depending the availability of room booking will be done.

 AHP-(Associate Holiday Plan)-will allow the employees of the

organization to take rooms at any of the Taj hotels for 10 nights in a year.
Depending the availability of room booking will be done.

 COMPLEMENTARY MEAL FOR FAMILY: For four family members

(including itself).to be availed at applicable restaurant and within the period
specified in the invite letter. Validity of the letter is three months.

 RETAIL DISCOUNTS: A discount of fifty percentage will be given at

restaurants
and for cakes etc also for other TATA companies eg: Chroma, Westside, Titan,
Tanishq etc. Employee ID card required to avail the discounts as per the
respective store policy.

 PICNICS- All employees will be going to picnic. The HOD’s will nominate
the members who ever is going to the picnic and the same will be informed to the
HR. The HR manager will have discussion with the marketing manager by
coordinating with the finance the ticket are purchased and the transportation and
other facilities will be arranged by the company itself.

47
  ANNUAL DAY-a program where the staffs are encouraged to showcase
their talent. right from dances to multi-cultural events. It is grand scale event that
is conducted along with staff’s family. Staffs are also awarded and recognized on
this day based on various factors like attendance, STARS programs etc.

 SPORTS DAY-Taj cricket tournament, table tennis other indoor games

like chess table tennis and carom

 SINGING COMPLETION –Taj idol

 Dance completion

 FASHION show: these all are the activities which are done HR
department and L&D department tougher.

BENCHMARKING

Benchmarking is the process of determining who is the very best, who sets the
standard, and what that standard is. In baseball, you could argue that seven
consecutive World Series Championships made the New York Yankees the benchmark.
It is done to motivate people to improve toward that goal. Benchmarking is usually part
of a larger effort, usually a Process Re-engineering or Quality Improvement initiative.
Benchmarking is a management tool that is being applied almost anywhere. Once we
decide what to benchmark, and how to measure it, the object is to figure out how the
winner got to be the best and determine what we have to do to get there.

48
FIG-11: HR DEPARTMENT

49
3.2.5 SALES (MARKETING DEPARTMENT)

A marketing manager in the hotel industry is responsible for maximizing a hotel's

revenues by developing programs to increase occupancy and make profitable use of its
accommodation, meeting and leisure facilities. A hotel marketing manager must
maintain awareness of the factors that influence the hotel industry and gain a deep
understanding of the needs and attitudes of a hotel’s customers. A hotel marketing
manager will be responsible for coordinating marketing and promotional activities to
meet customer needs, working closely with other hotel staff to ensure customers are
satisfied with the facilities and their time there.

FUNCTIONS

The brand ‘Taj’ itself gives an edge over its competitors. In addition, the resort keeps an
eye on the activities of its competitors, the rates they offer, etc.This department is
involved in the following activities:

PASSIVE SALES

This is done through the website of the resort. It is also done through phone calls.

ACTIVE SALES

This is done through sales calls to get special accounts. The sales team goes out to meet
various corporates and maintains relationships with them offering them the best rates,
taking care of them, etc. The same procedure is followed for various travel agents.

PROMOTION SCHEMES

The various ways in which the resort markets itself include:

 The print media that covers the activities of the resort in terms of
publishing various write-ups, interviews, etc.

 Advertisements may include those on television channels such as NDTV

Good times,etc. which are watched mostly by the corporates.

50
  The website of Vivanta by Taj Kovalam (VBTK) also serves as an
advertisement for the resort.
 At times the resort also sponsors different events that happen across the
country.

 Many social networking sites such as Facebook, Twitter, etc. also have
pop-ups advertising this resort.

 Several hoardings are set-up in key areas of the city such as airports, etc.
Advertisements can also be seen on the reverse side of a boarding pass, in in-
flight magazines, etc.

 PR (Public Relations) functions include calling various CEOs, travel

agents, etc. for dinner at the resort.

RESEARCH

Customers may choose a hotel on the basis of its location; its access to road, rail or air
travel; its meeting facilities; its reputation for hospitality; or its price. As a marketing
manager, you must identify the factors that shape your hotel’s appeal to customers.
Monitor customer reviews on your own website or on hotel booking sites to identify the
strengths and weaknesses of your hotel. Speak to guests in person or in followup calls.
Review travel industry research to identify trends that could affect your hotel, such as
increasing demand for low-cost family accommodations, or fuel prices, or better facilities
for business travelers, for example.

AWARENESS

As marketing manager, you must make it easy for customers to find out about your hotel.
Your website should include up-to-date guest information on hotel facilities and rates, travel
and location with detailed information on meeting facilities for event organizers. Post hotel
details on destination websites and online booking sites to increase reach to your target
audience. Collaborating with other meeting venues to offer their delegates accommodations
or meeting space can give you access to other potential customers.

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PROMOTION

Developing promotions is an essential part of hotel marketing. You need to increase

occupancy during times of the year when bookings are low. Running special events
such as gourmet weekends, or offering incentives such as one night’s extra
accommodation when booking for a period, can help to attract more guests. If your hotel
has conference rooms, you need to fill them when events are not taking place. Consider
offering meeting rooms to local businesses for short-term use.

CUSTOMER RELATIONSHIPS

To build a stable revenue base and ensure high levels of repeat business, you need to
develop strong customer relationships. A customer loyalty program that rewards
customers who book regularly will benefit your hotel and your customers. Target the
program at individual guests or at corporate customers who require regular meeting
facilities or accommodation for large numbers of traveling staff or visiting customers.

LIAISON

As marketing manager we will work closely with other members of the hotel
management team to identify marketing priorities. Review future booking levels to plan
dates for promotions to increase occupancy rates. Work with the event management
team to schedule marketing to attract additional conferences and events. Share the
results of customer satisfaction surveys and customer reviews with the customer
service team to enhance standards of customer care.

SALES
MANAGER

BANQUET
RESERVATION ASST.SALES
SALES
ASSISTENT MANAGER
ASSISTENT

SALES
EXECUTIVES

FIG-12: MARKETING DEPARTMENT

52
3.2.6 LEARNING AND DEVELOPMENT DEPARTMENT

Learning or Training and development activities are designed in order to impart specific
skills, abilities and knowledge to employees. Effective training is basic ingredient of
success in the hotel industry. The concept of training is endorsed my most managers in
the hotel industry, yet managers often give little thought to the training function in the
context of their own business or departmental responsibilities until something goes
wrong! One of the main problems in hotel industry is that investment in training and
development of employees is a reactive process for many companies. Frequently,
training and development arises as the result of significant change in the operational
environment or as a consequent of crisis such as staff turnover or major departmental
problems. Training is then used to cope with the immediate difficulty. This process may
be proved costly to hotel. Whereas development refers to learning opportunities
designed to help employees grow and evolve a vision about the future. Here the job of
HR is to identify the training need and then accordingly to design the suitable program
for that. Training within a hotel provides the best opportunity to influence the attitude
and performance of employees. The training program include is such as introduction,
fire, food hygiene, control of substances hazardous to health, manual handling first-aid,
technical skills, product knowledge, and customer service.

53
Taj, the employees are their assets. They believe that every employee has the potential
to make a successful, long-term career within the company, upholding the true values
that have been the foundation for the phenomenal growth of the Taj Group. He or she is
the very reason for their survival. This intensive management training program prepares
young people as thorough professionals with the Taj Group of hotels

HR L&D L&D TEAM

MANAGER MANAGER OFFICER MEMBERS

FIG-13: L&D DEPARTMENT

54
3.2.7 INFORMATION TECHNOLOGY DEPARTMENT

The use of information technology in the hospitality industry has grown tremendously
over the past 20 years. With the introduction of information technology the world has
witnessed many changes. The world travel, tourism, and hospitality industry was
revolutionized due to advancements in innovation and information technology. Many
problems with-in the hospitality industry were solved as a result of the IT revolution.

TECHNOLOGIES USED IN HOSPITALITY INDUSTRY

 PMS (Property Management Systems)

 CRS (Central Reservations Systems)

 GDS (Global Distribution Systems)

 POS (Point of Sales)

 Sales & Catering

 Yield Management

 Guest History

 Telecommunications Systems

 CAS (Call Accounting Systems)

 In-Room Systems

 Locking Systems
 HR (Payroll, Time & Attendance, Labor Scheduling)

 Accounting Systems

POINT OF SALE SYSTEM (POS)

Point of sale system is where all retail transaction are completed. It is the point at which
a customer makes a payment to the merchant in exchange for goods or services.
Central processing unit (CPU) interfacing with individual units

 Acts as a cash register

 Guest transactions

 Guest check-in check-out

55
ENERGY MANAGEMENT AND CLIMATE CONTROL SYSTEMS

This system is designed to control equipment for the purpose of maintaining comfort
levels in the property. This allows some equipment to be automatically turned off and on
based on the set criteria (temp. control, etc.).

Electronic Locking Systems

Keys are typically made at the front desk. Keys are typically a “key mag-strip card” but
could be any mag-strip card (credit card). It is for guest safety.

AT THE FRONT DESK

Technology’s greatest impact has been at the desk. The property management system
has quickened the speed of service; reduced labor cost; improved accuracy; and
modernized the look and flow of the lobby. The self-service kiosk that speeds the guest
along simultaneously saves the hotel labor (between 15%-20%).

INFORMATION
SYSTEM
MANAGER

INFORMATION
WI-FI
SYSTEM
ASSOCIATES
ASSOCIATES

FIG-14: INFORMATION SYSTEM DEPARTMENT

56
3.2.8 ENGINEERING DEPARTMENT

Engineering Department is responsible for the maintenance and the operations of all
machinery and equipment (including heating, air conditioning and lighting).It is also
responsible for carrying out all carpentry, upholstery and small building, plumbing
and other works, both inside and outside the hotel.

DUTIES OF ENGINEERING DEPARTMENT

PROPERTY OPERATIONS

It includes running the utilities like HVAC (heating, ventilation and air conditioning) plant
and machinery, water treatment and distribution, boilers and water heating, sewage
treatment, external and common area lighting, fountains and water features etc. This is
carried out by a dedicated set of personnel working in shifts to cover 24 hours of the day
as per a predetermined time schedule. Operations will also include minor trouble
shooting and technical support required for guest room snags and banquet setup.

PLANNED PREVENTIVE MAINTENANCE (PPM)

This is one of the most important functions of Engineering and often cited as the most
critical from longtime building asset maintenance point of view. The philosophy is to
regularly carry out a set of preventive actions for every machine in the building rather
than allow it to run to failure and then tackle expensive breakdown maintenance costs.
A PMM schedule is drawn at the beginning of the year and a team of dedicated persons
execute it accordingly. In some cases like elevators and kitchen equipment’s,
temporary downtime may be required which is planned in coordination with the affected
user departments.

FIRE AND LIFE SAFETY

Engineering is also responsible to ensure a safe building for its inhabitants. This
includes ensuring 100 percent up-time of all the fire pumps serving the sprinkler and
hydrants around the building, the Fire Alarm system consisting of smoke detectors,
manual call points and alarm bells, egress lights, emergency backup power gensets,

57
inverters, UPS, public address system, CCTV cameras, fire doors, bollards and boom
barriers etc. They work hand in hand with security personnel in carrying out
evacuation drills and safety checks of the property.

CHIEF SHIFT TEAM JOB

ENGINEER ENGINEER LEADER TRAINEES

FIG-15: ENGINEERING DEPARTMENT

58
 CHAPTER-4
INTERDEPENDENCE OF THE DEPARTMENT

59
IV INTERDEPENDENCE OF THE DEPARTMENT

The marketing and sales department relies on the front office to provide data on guest
histories, details concerning each guest visit. Some of the information is based on zip
code, frequency of visits, corporate affiliation, special needs, and reservation for
sleeping rooms.it is also the front office job to rely messages and to meet the request of
the guests who are using the hotels for meetings, seminars and banquets.

The guest history is a valuable resource for marketing and sales, which use the guest
registration information to target marketing campaigns, develop promotions, prepare
mailing labels, and select appropriate advertising media. The front office staff must
make every effort to keep this database current and accurate.

The process of completing the booking of a special function (such as wedding,

reception, convention or seminar) depends on the availability of sleeping rooms or
guests. The marketing and sales executives may have to check the list of available
rooms three, six, even twelve months in the future to be sure the hotel can
accommodate the expected number of guests. a database of availability of rooms is
maintained in the property management system by the front office.

Then according to the number of rooms occupying housekeeping and the front office
communicate with each other about housekeeping room status, the report on the availability
of the rooms for immediate guest occupancy, make the floors of the room clean and also
after the check-out of guests make the room clean and the lost and found things are
reported to the security department which take care of the entire hotel security.

F&B department is divided into two F&B service and F&B production. F&B service
department will take the orders from the guest and deliver the accurate service of food
and beverage to the customers table. The order taken by the F&B department (kitchen)
will be given to the F&B production department where the food is prepared as per the
order.

As per the requirements of the items each departments will put an indent to the store
and that need to be approved by the department heads and the finance controller. The
indent for the items which are non-stackable such as items needed for engineering
department will be directly come to the purchase department. if the requested items are
available in the store it will directly supplied but if the items are not presented in the
store they will put intent or requisition to the purchase department as they contact with
the vendors and provide the needed items.

All the financial assistance will be done by the finance department where they will provide
fund to the purchase department or the payment to the vendors will be done by the finance
department only if it is approved by the finance controller and they provide bills and keep

60
control on the incoming money such as the payments from the guests for the rooms, for
the consumption of food and beverages etc.as this payments will be done on the outlets
or at the front office as per the bill provided from the finance department. if the payment
done by cards then proper bills need to be submitted to the finance department and if
payment is done by cash then it must be submitted to the cashier after the night audit
report.

HR Department take care of all the employees in the hotel and fulfill their requirements
and ensure a good working environment as they provide skillful workforce to the need
positions or neede vacancies.as the IT department helps to keep proper database of all
these employees and as that of the hotel and they provide proper computer based
assistance. Engineering department takes care of the electricity and ensures that
everything in all departments’ works such as ac, sufficient ventilation etc.to put it in
simple terms this department takes care of the physical existence of the hotel.

So as in total IN Taj Green Cove Resort And Spa Kovalam there is a Reciprocal
interdependence that has the highest potential for conflict because it requires the most
amount of communication having the output and input of activities flow both ways
between units. This network of two way relationships requires departmental
dependency to create a successful outcome. The direct interaction between co-workers
can cause a tight interconnection causing high level of productivity or can cause a high
level of conflict. Managing a reciprocal interdependent work environment would require
thorough constant information sharing.as an example here

61
 Fig:16

FRONT OFFICE

MARKETING PURCHASE
DEPARTMENT DEPARTMENT

FINANCE HR

DEPARTMENT DEPARTMENT

ENGINEERING
AND F&B
INFORAMTION DEPARTMENT
SYSTEM
DEPARTMENT

62
 CHAPTER-5

SWOT ANALYSIS & PORTERS FIVE FORCE MODEL

63
SWOT ANALYSIS
SWOT analysis is a process that identifies an organization's strengths, weaknesses,
opportunities and threats. Specifically, SWOT is a basic, analytical framework that
assesses what an entity (usually a business, though it can be used for a place, industry
or product) can and cannot do, for factors both internal (the strengths and weaknesses)
as well as external (the potential opportunities and threats). Using environmental data to
evaluate the position of a company, a SWOT analysis determines what assists the firm
in accomplishing its objectives, and what obstacles must be overcome or minimized to
achieve desired results: where the organization is today, and where it may be
positioned in the future.

5.1 STRENGTHS

 Brand loyalty.

The company had successfully completed two decades in hospitality industry at

Trivandrum. whereas the organization Indian hotels and company limited had
been in the industry for a century providing variety of quality services to the
customers at different price range by analyzing their needs and wants their by
satisfying the customers.

 Good working environment.

Tag Green Cove Kovalam is practicing systems like Special Thanks and
Recognition System for motivating employees and many other employee
oriented, carrier development programs, joy at work activities and easily
approachable authorities creates a good working environment here.

Close to international airport

 Kovalam is one of the most attractive tourist place in kerala so the flow of
foreigners to this place is increasing year by year. The distance between Taj
property at kovalam and Trivandrum airport is less than fifteen kilometers that helps
to avoid the travel barriers and also helps the company to gain more foreign
customers.

64
  Low employee turnover.
As Taj is providing a friendlier working environment and providing good salary
along with incentives helps to maintain lower employee turnover.

 Magnificent structure and proper positioning.

The property is rigt at the middle of Trivandrum main city.Trivandrum airport and
kovalam beach that helps the customers to locate the property easily and some
of the other advantages are:

 Sixteen acres of flora.

 Paranomic view of the back waters, Garden view and sea view.
 Sophisticated security system.

 Many CSR certificates like, Earth check GOLD certificate, ISO

22000 certificate etc.

5.2 WEAKNESS.

 Seasonal variation.

The hotel industry is characterized by seasonality, which plays a major role in

determining customer behavior. Seasons are categorized as Low, Green, and
High/Peak, with each associated with different expectations and demands. They
result to variation in tourists' arrivals both domestic and foreign to destinations
ranging from beaches, safaris, parks, just to mention but these. The highest
season (usually during the festive period like December for most regions),
attracts more tourists than other seasons, and its recurrence has resulted to
perpetual trends in the hotel industry.

 Don’t have proper beach sandy.

Most of the competitor hotels near Taj have got proper beach sandy, Hotel Leela
have a proper exposure towards sea

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  Parking area constraints

There is not enough space provided for parking mainly for the employees as
most of the employees are using two wheelers and some uses cars nly a limited
space is provided.

 Not near to the main city.

There is about fifteen to twenty kilometer from the property to the main city as
there are some hotels situated along the way that can create some slight
variation on the arriaval of the customers.

5.3 OPPORTUNITIES

 Boom in tourism.

Tourism industry is growing year by year as amost of the people started travelling
now a days and also the Indian government has realized the country's potential
in the tourism industry and has taken several steps to make India a global
tourism hub. The “Clean India” campaign,”Make in India” campaign and
development of inland waterways for transport and tourism are projects that have
gained momentum over the previous years.

 Customers view towards branded and quality products.

Even if the cost is high most of the customers are focusing on quality and
branded products.so as Taj provide presidential villas that cost about twentyfour
thousand rupees per day.

 Growing demand.
The sector is on the upward trend backed by economic growth, consistently growing
middle class & working population and increasing levels of disposable income. Higher
disposable income increases discretionary spending of individuals, leading to rising
travel and tourism activities. This has resulted in rising occupancy levels over FY14-17.

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 Higher occupancy provides pricing power to the hotel industry, which would lead
to improvement in average room rent (ARR) .
 Increasing globalization
It is leading to more international travelers and tourists, especially from emerging
economies. Most of the business personals are conducting international business
that leads to the rise in their travel activities as it is considered as an opportunity.

 Increasing eco-product use.

Taj is trying to avoid the usage of plastics by introducing and practicing the usage
of paper bags, Usage of Eco-Friendly chemicals, Usage of CFC free gases for
A/C and refrigerator systems as most of the customers are demanding so as
most of them are health conscious

 Improve hygiene standards.

Most of the customers are health conscious an

5.4 THREATS

 New entrance of other five star hotels.

At present Hotel Marriott is holding the first position in the hotel industry as they
had decided open two new hotels at Trivandrum so as its been considered as a
treat.

 Close proximity of already established hotels.

Hotel Udaya Samudra and Hotel Leela is are located near to Taj whereas Hotel
Leela had got a proper exposure to the beach that attracts most of the customers
to them.

 Political unrest.
Political unrest in Kerala is increasing day by day (unexpected strikes).As
Trivandrum is the capital of kerala the impact of the strikes will directly affect the
people their that may lead to unstable environment.

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 Most of the tourists are preferring homestays.

As people today are looking for innovative travel experiences, homestay provide
wonderful opportunity to learn the local customs, enjoy the local cuisine, and to
get to know local people, and exchange knowledge and experiences, Many
visitors prefer the natural warmth and hospitality of a family over a hotel, as it
affords the feeling of being at home even when away from home.

 Availability of substitutes like guesthouses.

Availabity of the substitutes like guesthouses that provide more privacy and less
in charges is another threat for the hotel industry

 Local area problems.

Problems arising in the local area near by the hotels will affect adversely. As the
death of a foreigner at kovalam near by the hotel had led to the cancelation of
some the rooms. And also fluctuation of the arrival of international tourists is
considered to be another threat.

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PORTERS FIVE FORCE MODEL

Porter's Five Forces is a model that identifies and analyzes five competitive forces that
shape every industry, and helps determine an industry's weaknesses and strengths.
Frequently used to identify an industry's structure to determine corporate strategy,
Porter's model can be applied to any segment of the economy to search for profitability
and attractiveness. The model is named after Michael E. Porter.

Porter's Five Forces is a business analysis model that helps to explain why different
industries are able to sustain different levels of profitability. The model was originally
published in Michael Porter's book, "Competitive Strategy: Techniques for Analyzing
Industries and Competitors" in 1980. The model is widely used to analyze the industry
structure of a company as well as its corporate strategy. Porter identified five
undeniable forces that play a part in shaping every market and industry in the world.
The forces are frequently used to measure competition intensity, attractiveness and
profitability of an industry or market. These forces are:

 Competitive rivalry
 Threat of new entrants.

 Threat of substitutes

 Power of suppliers.

 Power of customers.

COMPETITIVE RIVALRY-MODERATE

The level of competition is quit high in hospitality industry. Huge players in the market are
attracted towards hotel and real estate industry. Although Taj Green cove Kovalam holds a
great market repute and heritage if the buyer finds an opportunity to shift to substitute
options on cheaper rates they will prefer it as the normal user would not go for an apple to
apple comparison when it comes to service offered by udaysamudra. More over by
diversifying the customer experience such as restaurants, coffee shops many large

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operators are attracting customers towards them. The main competitors of Taj Green
cove Kovalam are Leela Kovalam and Udaysamudra Kovalam.

THREAT OF NEW ENTRANTS-MODERATE

New entrants to an industry bring new capacity, the desire to gain market share, and
often substantial sources. Companies diversifying through acquisition into the industry
from other markets often leverage their resources to cause a shakeup. The seriousness
of the threat of entry depends on the barriers present and on the reaction from existing
competitors that the entrant can expect. There are six major sources of barriers to entry.
These are: Economies of scale, Product differentiation, Capital requirements, Cost
disadvantages Independent of size, Access to distribution channels, Government policy

New entrants can put pressure on price, costs and the rate of investment to compete.
Due to globalization and rapid economic growth of a favorable market has emerged for
international hotel chains.so as here in kovalam the international hotel group Mariot is
going to commence two new five star hotels, so it will be a great threat to our taj green
kove.as they are leading at the first position in the international hotel industry by placing
IHCL at second position.

THREATS OF SUBSTITUTES-MODERATE

A substitute does the same or a similar function as an industries product by a different

means. The threat of a substitute is high when it offers an attractive price and service to
the similar industries product. Luxury serviced apartments, camping and lodges are in
demand the government’s introduction of bed and breakfast hotels can be a great
threat.as kovalam is tourist place the number of substitutes are high with low price, but
an advantage for the taj hotel is that most of the international tourists and other tourists
prefer branded hotels so as the substitutes will not affect at a wide range.

BARGAINING POWER OF SUPPLIERS-LOW

Strong bargaining power allows suppliers to sell higher priced or low quality raw materials to
their buyers. This directly affects the buying firm’s profits because it has to pay more

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for materials. Suppliers have strong bargaining power when: There are few suppliers
but many buyers, Suppliers are large and threaten to forward integrate, Few substitute
raw materials exist, Suppliers hold scarce resources, Cost of switching raw materials is
especially high.as according to taj it have central material group CMG that had already
set the suppliers who has the ability to supply for the whole Taj units. But there may be
shortage arises for some items like flowers, vegetables but it could be easily sort out as
there are a number of suppliers for these items are there.

BARGAINING POWER OF BUYERS-MODERATE

Hospitality industry is all about satisfaction of the customer, if the customer is satisfied
of the services he or she would continue to visit that particular hotel for life and one bad
experience can take the customer away for life time which shows bargaining power in
hospitality industry. There is no switching cost for the buyers. Although losing a single
customer may not be a big threat but since India rely heavily on tourism if the groups
start existing from their customer base it will impact the profits significantly. Buyers have
the power to demand lower price or higher product quality from industry producers when
their bargaining power is strong. Lower price means lower revenues for the producer,
while higher quality products usually raise production costs. Both scenarios result in
lower profits for producers. Buyers exert strong bargaining power when: Buying in large
quantities or control many access points to the final customer, Only few buyers exist,
Switching costs to other supplier are low, They threaten to backward integrate, There
are many substitutes, Buyers are price sensitive.

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FINDINGS

 The supervisor consider the decisions or viewpoints given by the employees

 The relationship between the superior and the subordinate is good

 The relationship of the with peers is good

 The recognition for the contribution to the job is satisfactory

 The working environment is encouraging for the employees

 The employees are happy with the communication flow followed in the organization

 The company will encourage quality of work life in the organization

 The rating given to the employees on their performance is satisfactory

 The employees satisfied with the shifts

 The company will encourage work life balance

SUGGESTIONS

 Emphasis should be given on the career development aspects of

potential employees which in turns help in organization growth
and development
 Hotel should consider local restaurants as their competitors too and
try to attract people visiting these restaurants as well.

 Management should arrange tour packages to the employees

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CONCLUSION

Tourism in India is important for the country's economy and is growing rapidly.
The World Travel and Tourism Council calculated that tourism generated ₹16.91
lakh crore (US$240 billion) or 9.2% of India's GDP in 2018 and
supported 42.673 million jobs, 8.1% of its total employment. The sector is
predicted to grow at an annual rate of 6.9% to ₹32.05 lakh crore (US$450 billion)
by 2028 (9.9% of GDP). In October 2015, India's medical tourist sector was
estimated to be worth US$3 billion, and it is projected to grow to US$7–8 billion
by 2020. In 2014, 184,298 foreign patients traveled to India to seek medical
treatment.

Tourism is a phenomenon, which has now become a powerful in its own right. It has
now become a vital part in our country’s economy. This is by virtue of the being the
highest foreign exchange earner and an employment in time industry.

TAJ is renowned because of its excellence in providing customer satisfaction. They

were enjoying the status of market leadership rather monopoly since their existence,
even though Taj is put a step backward to a second position TAJ should work to cope
with this competition and to retain the first position. Whatever the conditions will be, TAJ
loyaland permanent customers will always prefer them. As is up to the expectations so
far, therefore, it has an opportunity to maintain and improve their quality service and
retain their customers. It never compromises on quality.

TAJ is aware of the fact that hospitality industry exists in rapidly changing environment,
where new products and innovations are introduced quite frequently. It is one of the
biggest names in the industry and they always keep abreast of their competitors. It
relies on its international brand name and is quite sure that will not be that big a threat.
We conclude that TAJ is better than any other hotel in the world at present and it is
always gives the first preference for its customers
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 Clarke, A., (2015). International Hospitality Management. London: Taylor

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 Brotherton, B., (2003). The international hospitality industry. 1st ed.

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 Winer, R., & Dhar, R. (2014). Marketing management. Harlow, Essex:
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