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  • Subject area(s): Marketing
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  • Published on: 14th September 2019
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The purpose of the study of HR Practices in Hotel ITC MUGHAL is to experience the quality & quantity required by the company. It explains the HR practices & its influences on the performances of the individual employee. It also provides insight to the degree to which the HR practices are affecting the behaviour of an employee at work place.

   Human Resource Practices have great influence on the organisational performance, every organisation depends on its workforce for fulfilling its operational requirements, human resource not only subject for the professional handling the  human resource of the organisation, in wider perspective it deals with all the key function of all the department in an organisation, it is a liason between the organisation and the employees of the organisation, it is studied by the economists to relate the efficiency in the productivity of the organisation. Earlier when there was no Human Resource Department in any organisation, they still used to perform very well because there were operations of the human resources underlying with in some other department responsibilities, after the importance of this operation has gained importance, they have set up this department with distinguished functions of taking care of the employees.

    However on the basis of my findings, certain recommendations and suggestions have been provided that can help to increase the efficiency of HR practices that are carried at Hotel ITC mughal, Agra.


• To know influences of Human Resource Practices on the employees actual performance in hotel industry.

• To know about the concept of recruitment.

• To know about the concept of selection.

• To know about employees performance appraisal.

• To know Training and Development in the organization.

• To know about employees orientation, placement & employee relation

Scope of the study:

    This study has a wide scope as it explores the entire Human Resource practice of the Hotel ITC MUGHAL along with formats and explanations.


   Primary data which was collected from employees was depending upon the responsiveness, attitude, aptitude, ethical values and constraints on account of internal rules, regulations, norms, and perception level and understanding level, leadership, experience, expectations and generally prevailing market trends. Hence dependent assumptions were to be made through the analysis.


   Many a time things could not get opened because of limited transparency and openness, as a trainee is semi outsider for an organization.


   The scope of the research is very vast; however the total time period available was very limited for the purpose of study, observations, analysis, and conclusion. Second important thing is on account of ethical and moral obligations, analysis and manager disclosure of all pertinent and particular policies has got limitations because of his positional accountability and responsibility.

Limitations of the study:

The study was formulated & conducted under the following limitations:

• Getting time out from the associates to fill the activity sheet was a major challenge.

• Time factor was the major limiting factor as the project has to be done on time.




   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 exciting, never boring and offer unlimited opportunities. The hotel industry is diverse enough for people to work in different areas of interest and still be employed within the hotel industry. This trend is not just in India, but also globally.

  Modern hotels provide refined services to their guests. The customers or guests are always right. This principle necessitated application of management principles in the hotel industry and the hotel professionals realized 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 hotels. The emerging positive trend in the tourism industry indicates that hotel industry is like a reservoir from where the foreign exchange flows. This naturally draws our attention on HOTEL MANAGEMENT. Like other industries, the hotel industry also needs to explore avenues for innovation, so that a fair blending of core and peripheral services is made possible. It is not to be forgotten that the leading hotel companies of the world have been intensifying research to enrich their peripheral services with the motto of adding additional attractions to their service mix. It is against this background that we find the service mix more flexible in nature.

The recruitment and training programmes are 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.

What is a Hotel?

   A hotel is an establishment that provides lodging and usually meals and other services for travellers and other paying guests. The provision of basic accommodation, in times past, consisting only of a room with a bed, a cupboard, a small table and a washstand has largely been replaced by rooms with modern facilities, including en-suite bathrooms and air conditioning or climate control. These days some more additional common features are also found in hotel rooms like telephone, an alarm clock, a television, a safe, a mini-bar with snack foods and drinks, ironing facilities and facilities for making tea and coffee. Luxury features include bathrobes and slippers, a pillow menu, and Jacuzzi bathtubs. Larger hotels may provide additional guest facilities such as a restaurant, swimming pool, fitness centre, business centre, childcare, conference facilities and social function services.

    Hotel rooms are usually numbered (or named in some smaller hotels) to allow guests to identify their room. Some hotels offer meals as part of a room and board arrangement. In the United Kingdom, a hotel is required by law to serve food and drinks to all guests within certain stated hours. In Japan, capsule hotels provide a minimized amount of room space and shared facilities. A capsule hotel is a type of hotel with a large number of extremely small "rooms" (capsules) intended to provide cheap and basic overnight accommodation for guests not requiring the services offered by more conventional hotels.

Hotel – The Concept

   At the outset, we go through the concept of hotel. The common law says that hotel is a place where all who conduct, themselves properly and who being able and ready to pay for their entertainment, accommodation and other services including the boarding like a temporary home. It is home away from home where all the modern amenities and facilities are available on a payment basis.

It is also considered to be a place where tourist stops, cease to be travelers and become customers. The definition presented by hotel operators to authorities of the National Recovery Administration in Washington is found to be a more comprehensive definition, presented by Stuart Mc Namara. The definition states that, “ Primarily and fundamentally, a hotel is an establishment which supplies boarding and lodging not engaged in inter – state commerce or in any intra – state commerce, competitive with or affecting inter – state commerce (or so related that the regulation of one involves the control of other).”  

The hotel may furnish quarters and facilities for assemblage of people for social business or entertainment purposes and may engage in retaining portion of its premises for shops and businesses whose continuity (i.e., proximity) is deemed appropriate to a hotel. The assemblage of people for social business and entertainment purposes makes it essential that hotels are also furnished with a big conference hall where the maximum possible accommodation is available. We also call it the function room.

Origin of the word “Hotel”

Before 1760 people used to go to inns for having their lunch, dinner etc .It was the place where families used to host their guest inns owner used to provide lodging and boarding facility service to their guest.

To world “hostel” was used then it was called “hostelier” which means head of unit or the place. The Norman people invented the word “hotel”. The word “hotel” was originally in England, officially from 1760. The real growth of modern hotel was originated in “U.S.A” with opening of “City Hotel” in New York in the year 1974. This was the first building erected for the hotel purpose. This period also saw the beginning of chain operation under the guidance of E.M.STATLER. It involves big investment, big profits and trained professional to manage business.

Origin of Hotel Industry

The depreciation in 1930 had a disaster effect in a hotel industry after the World War II and brought a tremendous up surge to hotel industry with continuous prosperity of hotel industry.

Mass travel is a modern phenomenon that emerged after World War II. Mass tourism continues to grow as political freedom, economic wherewithal and social equality spread across the globe. With the economic engine of development running at full steam, there was a growth in international travel and thereby growth in hotel industry. Estimates abound as to the importance and size of house keeping. Certainly, its economic contribution is critical to the global economy whether as a service to the business community.

Background of Hotel Industry

Prior to the 1980's, the Indian hotel industry was a nascent and slow growing industry primarily consisting of relatively static, single hotel companies. However, Asian games in 1982 and the subsequent partial liberalization of the Indian economy generated tourism interest in India with significant benefits accruing to the hotel and tourism sector in terms of improved demand patterns. Fortunes of the hotel industry are tied to the fortunes of tourism and the general business climate in the country, which is why the economic liberalization initiatives implemented since 1991, led to a soaring demand and supply gap in the hotel industry.     

Types of Hotels

    Classification is based on many criteria and classifying hotels into different types is not an easy task. The hotel industry is so vast that many hotels do not fit into single well defined category. Industry can be classified in various ways, based on location, size of property etc. The following are a few basic types of hotels:

1. Based on Standards:-

Like most of the countries in world, India also has hotels divided in different categories depending on their location, facilities, infrastructure and amenities provided. All the star hotels in India are government approved with continuous control on the quality of services offered.

 Five Star Hotels: - The most luxurious and conveniently located hotels in India are grouped under Five Star Deluxe Hotel categories. Five Star Deluxe in India are globally competitive in the quality of service provided, facilities offered and accommodation option. These are top of the line hotels located mostly in big cities. These hotels provide all the modern facilities for accommodation and recreation matching international standards in hospitality. In such type of hotel HR department are established separately and to execute and to follow the concept of HR strictly, HR professional are hired.

 Four Star Hotels: - A rung below five star hotels are Four Star Hotels, these hotels provide all the modern amenities to the travellers with a limited budget. Quality of services is almost as high as the five stars and above categories. These kinds of hotels are there for the travellers with limited budget or for the places which might not get the tourist traffic associated with larger cities. In such type of hotel concept of HR is more or less followed.

 Three Star Hotels: - These are mainly economy class hotels located in the bigger and smaller cities and catering to the needs of budget travellers. Lesser in amenities and facilities, these hotels are value for money and gives good accommodation and related services on the reduced price. Services would be stripped down version of higher categories of hotels but sufficient to fulfil customer basic needs. In such type of hotel concept of HR may or may not be present. If present all functions of HRD is curtailed.

 Two Star Hotels: - These hotels are most available in the small cities and in particular areas of larger cities. Catering to the backpacker tourist traffic, these hotels provide all the basic facilities needed for general accommodation and offers lowest prices. In this type of hotel concept of HR is absent.

 One Star Hotels: - The hotels with most basic facilities, small number of room's locations in the far-flung areas are grouped under One Star Hotel category. These hotels are best when customer is looking for cheapest available accommodation option. In this type of hotel concept of HR is alien words.

2. Based on location- The city location plays a very important role when it comes to choosing a hotel. The hotel is required to be located in the heart of the city for leisure travellers and the hotel is expected to be located near the respective work place for business travellers.

 City center: Generally located in the heart of city within a short distance from business center, shopping arcade. Rates are normally high due to their location advantages. They have high traffic on weekdays and the occupancy is generally high.

 Motels: They are located primarily on highways; they provide lodging to highway travellers and also provide ample parking space. The length of stay is usually overnight.

 Suburban hotels: They are located in suburban areas, it generally have high traffic on weekend. It is ideal for budget travellers. In this type of hotel rates are moderately low.

 Airport hotels: These hotels are set up near by the airport. They have transit guest who stay over between flights.

 Resort hotels: They are also termed as health resort or beach hill resort and so depending on their position and location. They cater a person who wants to relax, enjoy themselves at hill station. Most resort work to full capacity during peak season. Sales and revenue fluctuate from season to season.

 Floating hotels: As name implies these hotels are established on luxury liners or ship. It is located on river, sea or big lakes. In cruise ships, rooms are generally small and all furniture is fixed down. It has long stay guest.

 Boatels: A house boat hotels is referred as boatels. The Shikaras of Kashmir and Kettuvallam of Kerala are houseboats in India which offers luxurious accommodation to travellers.

 Rotels: These novel variants are hotel on wheel. Our very own "palace on wheels" and "Deccan Odessey" are trains providing a luxurious hotel atmosphere. Their interior is done like hotel room. They are normally used by small group of travellers.

3. Based on Size of Property- The main differentiation for the categorization of hotel is by size the number of rooms available in the hotel.

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