1.

1 INTRODUCTION

Every organization is made up of people. Their skills, experience, competencies are utilized in the
organization. That's why we call it as Human resource. Human resource is the most important
resource in any organization. Employees of any organization need to be kept motivated so that
they can be retained. Human Resource Management is with issues related with human being. The
Process of HRM starts with Recruitment and selecting the best, providing them better orientation.
arranging training and development programs for them, assessing their performance, providing
appropriate compensation and benefits, motivating and maintaining proper relations with trade
union, maintaining safety, welfare and health by aligning with labor laws of the concerned state or
country.

Employee Retention is a method of taking measures to encourage workers to stay in the company
for the highest possible time duration. It is a process in which the workers are motivated to stay
with the completion of the particular project or long-term Employee Retention technique is
beneficial for the company as well as the worker. And it is up to the HR department stuff Employee
Retention is a method of taking measures to encourage workers to stay in the company for the
highest possible time duration. It is a process in which the workers are motivated to stay with the
completion of the particular project or long term. Employee Retention technique is beneficial for
the company as well as the worker. And it is up to the HR department stuff.

The project focuses on people in Hotel Gokulam Park and retention techniques go a long way in
encouraging the worker so that they adhere to the company for the long stay and play their
employee role successfully. The objective of the study is to analyze the employee retention of the
company. The data was collected from both primary and secondary sources. Tools of data
collection were questionnaire, personal interview, internet and news articles. This study is limited
to the employees of Gokulam Park hotel. The sample size of the study is 100 units randomly
selected from various levels in the organization. Data analysis tools used are graphs, charts,
statistical and mathematical tools.

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1.2 PROBLEM DEFINITION

Employee retention is very important in all organizations. This study is designed to explore the
main retention factors for employees in GOKULAM PARK HOTEL. This study will help to know
the level of employee retention at GOKULAM PARK HOTEL This study also made an attempt
to understanding about the employee satisfaction.

1.3 OBJECTIVES OF THE STUDY

• To identify the employee retention level in the organization

• To evaluate the industrial relation dimension

• To identify the employee motivational factors to remain in the organization

• To evaluate the employee’s satisfaction about the organization’s rewards strategy

1.4 LIMITATIONS OF THE STUDY

• The time allotted to meet the employees and workers were limited so they were in a hurry
to respond which may have affected the quality of data collected.

• The study mainly concentrated on the employee retention. And the study was conducted
within limited parameters. In spite of all the above limitations maximum effort was made
to do this project in the best possible manner.

• The rating given to each employee can be susceptible to the respondent’s individual biases
or opinions.

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 • Gaining the co-operation of the employees was difficult at the initial stages of the study
as the employees were not aware of the topic of the study.

• Some employees were not able to understand the questionnaire as it was new to the
organization. To solve this problem and to make it understandable to all, the questionnaire
had to be made in simple language and also with day to day activities.

1.5 CHAPTERIZATION

• Chapter 1: Introduction

• Chapter 2: Review of literature

• Chapter 3: Research methodology

• Chapter 4: Industry profile and Company profile

• Chapter 5: Data analysis and interpretation

• Chapter 6: Findings, Suggestions and conclusions

1.6 SCOPE OF THE STUDY

Employee Retention refers to the techniques employed by the management to help the employees
stay with the organization for a longer period of time. Employee retention strategies go a long way
in motivating the employees so that they stick to the organization for the maximum time and
contribute effectively. Sincere efforts must be taken to ensure growth and learning for the
employees in their current assignments and for them to enjoy their work.

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2.1 REVIEW OF EXISTING LITERATURE

Employee retention is a process in which the employees are encouraged to remain with the
organization for the maximum period of time or until the completion of the project. Employee
retention is beneficial for the organization as well as the employee. Employees today are different.
They are not the ones who don't have good opportunities in hand. As soon as they feel dissatisfied
with the current employer or the job, they switch over to the next job. It is the responsibility of the
employer to retain their best employees. If they don't, they would be left with no good employees.
A good employer should know how to attract and retain its employee Retention involves five major
things: Compensation, Support, Relationship, Environment, growth etc.

Long-term health and success of any organization depends upon the retention of key employees.
To a great extent customer satisfaction, organizational performance in terms of increased sales,
satisfied colleagues and reporting staff effective succession planning etc., is dependent upon the
ability to retain the best employees in any organization. Encouraging employees to remain in the
organization for a long period of time can be termed as employee retention. It is a process in which
the employees are encouraged to remain with the organization for the maximum period of time or
until the completion of the project. Maertz & Campion (1998) [1] stated "relatively less turnover
research has focused specifically on how an employee decides to remain with an organization and
what determines this attachment...retention processes should be studied along with quitting
processes. Zineldin. (2000) [2] has viewed retention as "an obligation to continue to do business
or exchange with a particular company on an ongoing basis". Denton (2000) [3] has clearly stated
that employees who are happy and satisfied with their jobs are more dedicated towards their work
and always put their effort to improve their organizational customer's satisfaction. Stauss et al.,
(2001) [4] has defined retention as "customer liking, identification, commitment. trust, readiness
to recommend, and repurchase intentions, with the first four being emotional-cognitive retention
constructs, and the last two being behavioral intentions”. Panoch, (2001) [5] forwarded the view
that organizations today take great care in retaining its valuable employees and good employees
as they are increasingly becoming more difficult to find. Walker (2001) [6] was of the view that
managing and retaining promising employees" is an important fundamental mean of achieving
competitive advantage among the organizations. Cutler (2001) [7] was of the view that one of the

4
most important demands on management today in any organization is keeping the most vital and
dynamic human resources motivated and dedicated. It is not important to see who the organization
hires but what counts is that who are kept in the firm. Steel, Griffeth, & Hom (2002) [8] added to
this view that the fact is often overlooked, but the reasons people stay are not always the same as
the reasons people leave". Researchers such as Amadasu (2003) [9]; Taplin et al. (2003) [10]:
Gberevbie (2008) [11] have found that if appropriate employee retention strategies are adopted
and implemented by organizations employees will surely remain and work for the successful
achievement of organizational goals. In the view of Acton et al., (2003) [12], the Human Resource
Department plays an active role in retaining its employees. It makes policies for employee
betterment such that employee would be satisfied with the organization and stay with the firm for
longer time. This shows that it is not just retention of employees but also retention of valued skills.
This shows that it is not just retention of employees but also retention of valued skills. Researchers
such as Cascio (2003) [13]: Heneman and Judge (2003) [14]: Gberevbie (2008) have agreed that
an organization's inability to formulate and implement strategies capable of recruiting competent
employees and retaining them to achieve organizational goals is one of the main challenges facing
organizations in the area of performance. Workforce Planning for Wisconsin State Government
(2005) [15] has defined employee retention as "a systematic effort to create and foster an
environment that encourages employees to remain employed by having policies and practices in
place that Employee Retention: A Review of Literature www.iosrjournals.org 9 | Page address
their diverse needs." According to Olowu and Adamolekun (2005) [16], it is becoming more
essential to secure and manage competent human resources as the most valuable resource of any
organization, because of the need for effective and efficient delivery of goods and

Fitz-enz (1990) [19] recognized that employee retention is not influenced by a single factor, but
there are hosts of factors which are responsible for retaining employees in an organization
Management need to pay attention to factors such as compensation & rewards, job security,
training & development, supervisor support culture, work environment and organization justice
etc. According to Osteraker (1999) [20]. The employee satisfaction and retention are the key
factors for the success of an organization. The Retention factor can be divided into three broad
dimensions. i.e., social, mental and physical. The mental dimension of retention consists of work
characteristics, employees always prefer flexible work tasks where they can use their knowledge

5
and see the results of their efforts which in turn, help in relaxing the valuable resources. The social
dimension consists of the contacts that the employees have with other people, both internal and
external. The physical dimension consists of working conditions and pay. Stein (2000) [21]. Clarke
(2001) [22], Parker and Wright (2001) [23] have rightly observed that organization must utilize an
extensive range of human resource management factors to influence employee commitment and
retention. Walker (2001) identified seven factors that can enhance employee retention: (i)
compensation and appreciation of the performed work, (ii) provision of challenging work, (iii)
chances to be promoted and to learn, (iv) invitational atmosphere within the organization, (v)
positive relations with colleagues, (vi) a healthy balance between the professional and personal
life, and (vii) good communications. Together, these suggest a set of workplace norms and
practices that might be taken as inviting employee engagement. Kehr (2004) [24] divided the
retention factors into three variables: power, achievement and affiliation. Dominance and social
control represent power. When personal performance exceeds the set standards, it represents
achievement and affiliation refers to social relationships which are established and intensified.
Hytter (2007) [25] found that factors such as personal premises of loyalty, trust, commitment, and
identification and attachment with the organization have a direct influence on employee retention.
She also explained that workplace factors such as rewards, leadership style, career opportunities,
the training and development of skills, physical working conditions, and the balance between
professional and personal life have an indirect influence. Pritchard (2007) [26] was of the opinion
that training and development is one of the important retention’s programs incorporated in an effort
to retain their employees. Eva Kyndt, Filip Dochy et al. (2009) [27] have found in their study,
while investigating employee retention that personal factors such as level of education, seniority,
self-perceived leadership skills, and learning attitude and organizational factors such as
appreciation and stimulation, and pressure of work are of great relevance in employee retention.

Agarwal (1998) [33] gave an explanation to the term reward as something that the organization
offers to the employees in response of the work as well as performance and something which is
desired by the employees. According to Walker (2001), recognition from bosses, team members.
coworkers and customer enhance loyalty. "Watson Wyatt" a global consulting firm, conducted a
survey in USA, in the year 2002 [34] among 12750 employees at all levels of job and in all major
industry sectors to know about their attitudes toward their workplace and their employers. It was

6
found in the survey that recognition is important for workers and they want to listen that their work
followed recognized and appreciated. Silbert (2005) [35] forwarded the view that reward is
important because it has an enduring impression on employees which, in turn, gives the employees
an impression that they are valued in the organization.

Hewitt (2002) [40] has mentioned that modern businesses always keeps its employees well
informed about all the important affairs of its business and involves them in decision-making at
all levels which can exploit the talents of its employees. Supporting the view Noah (2008) [41]
found in his research that employee involvement in decision-making helps in creating a sense of
belongingness among the employees, which helps in creating a good congenial working
environment and contributes towards building a good employer – employee relationship.

Messmer (2000) [47] found that one of the important factors in employee retention is investment
on employee training and career development, Organization always invests in the form of training
and development on those workers from whom they expect to return and give output on its
investment. Tomlinson (2002) [48] forwarded the view that organizations can keep the leading
edge in this competitive world by having their employees well trained in the latest technologies.
Garg & Rastogi (2006) [49], explained that in today's competitive environment feedback is very
essential for organizations from employees and the more knowledge the employee learn, the more
he or she will perform and meet the global challenges of the market place. Handy (2008) [50] has
mentioned that proper innovation, and assimilation of new knowledge is essential for survival in
any work environment. Thus, knowledge is the most expensive asset of any firm.

Eisenberger and associates (1990) [51] suggested that employee’s perception regarding an
organization is strongly influenced by their relationship with the supervisor. McNeese-Smith
(1995) [52] mentioned in his study on Leadership behavior of hospital directors found that there
is significantly positive relation between productivity, work satisfaction and organizational
commitment of staff. Brunetto and Farr-Wharton (2002) [53] were of the view that supervision of
the immediate manager increases the level of job satisfaction in the public sector employees.
Chung-Hsiung Fang, Sue-Ting Chang. Guan-Li Chen (2009) [54] has found that leadership style

7
can affect organizational commitment and work satisfaction positively and work satisfaction can
affect organizational commitment and work performance positively.

Abegglen (1958) [55] found during the study of Japanese workers that employment features like
lifetime employment and seniority system, job security lead to high commitment, job satisfaction
as well as retention of employees in an organization

Researchers such as Ashford et al. (1989) (56); Davy et al. (1991) [57] conducted studies on job
security and job satisfaction and found that that job dissatisfaction is the outcome of insecurity
among employees. Rosenblatt and Ruvio, (1996) [58] conducted a research on the job insecurity
and found that job performance and organizational commitment are negatively correlated with job
insecurity.

A major challenge faced by the employees today is retaining the hired employees in its
organization. In the age of cut throat competition every organization tries its level best to give the
best facilities to its employees. Satisfying the human resources is one of the toughest tasks which
majority of the organizations face today. Understanding and knowing what is going on in the
human mind is very difficult to understand. Besides there are so many opportunities available for
the skilled as well as talented human resources that it is becoming very tough as well as difficult
for the employers to satisfy and retain them. There is no single strategy or retention plan which
may satisfy each and every employee in an organization. As we have different personalities as
such, we have different demands and expectations from the organization. Many researchers such
as Arnold and Feldman. (1982) [84]; Wotruba and Tyagi, (1991) [85]; Brodie, (1995) [86] have
found and concluded in their study that age, job satisfaction, tenure, job image, met expectations,
organizational commitment is consistently related to turnover intentions and the actual turnover.
Research findings by Jewell and Segall, (1990) [87] and Locke (1976) [88] have clearly stated that
people. who are satisfied with their jobs, tend to stay in them longer, ie. lower turnover. and be
less absent. Researchers such as Carsten and Spector (1987) [89] conducted a metanalysis to find
the relationship between job satisfaction and turnover and found a negative correlation between
both the variables. Harrington et al. (2001) [90] examined the various predictors of intentions to
leave a job and observed that emotional exhaustion; lower levels of intrinsic job satisfaction and

8
dissatisfaction with salary and promotional opportunities were the main predictors. Gurpreet
Randhawa (2007) [91] concluded in her study that a significant correlation between job satisfaction
and turnover intentions suggesting thereby that higher the job satisfaction, lower is the individual's
intention to quit the job.

According to Reichheld (1996) [68] there are three criteria that have impact upon how hard
employees are working. They work hard when: (1) they have job pride. (2) when they find their
jobs interesting and meaningful, and (3) when they are recognized for their work and benefit from
the work they have accomplished. A relevant research by Spector (1997) [69] and Hirschfeld
(2000) [70] indicate that the different aspects of job satisfaction could be split according to
Herzberg's two dimensions. The intrinsic satisfaction refers to job tasks and job content such as
variety, autonomy, skill utilization, self-fulfillment and self-growth. Murray (1999) [71] has
clearly stated that job satisfaction has direct effect on level of absenteeism, commitment,
performance and productivity. Furthermore, job satisfaction not only improves the retention of
employees but also reduces the cost of hiring new employees.

Human resources are complex and not easy to understand. These are the assets which can make as
well as break an organization. Retaining them will help in the long-term growth of an organization
and will also add to their goodwill. But the most difficult task faced by an organization today is
retaining as well as satisfying these resources. Although the research paper tried its level best to
reveal the various research works done and the contributions forwarded by various researchers in
the area of employee retention and job satisfaction, but still much scope remains for more
exploration in the field of employee retention and it by taking into consideration the factors like
compensation practices, leadership and supervision, career planning and development, alternative
work schedule, working conditions, flexible working hours etc. Needless to say, that these
efforts should be conducted by HR professionals

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3.1 STATEMENT OF THE PROBLEM

The study will examine the key competencies required for the success in the job and work roles in
the company. It also helps the employees to determine and assess one’s strength as an individual
worker and in many cases as a part of the organization. The present study attempts to analyze the
level of employee retention, the study is stated as "A study on employee retention" in GOKULAM
PARK.

3.2 RESEARCH DESIGN

A research design is a broad plan that states objectives of research project and provides the
guidelines what is to be done to realize those objectives. It is. in other words, a master plan for
executing a research project.

3.3 SAMPLE DESIGN

A sample design is the framework or roadmap that serves as the basis for the selection of a survey
sample and affects many other important aspects of the survey as well. One must define a sampling
frame that represents the population of interest from which a sample is to be drawn.

3.3.1 POPULATION

the Employees of Hotel Gokulam Park.

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3.3.2 SAMPLE FRAME

In statistics a sample frame is the source material or device from which a sample is drawn. It is a
list of all those in a problem who can be sampled and may include individuals, households or
institutions.

3.3.3 SAMPLE SIZE

50 employees of the organization were taken as sample size for this study.

3.3.4 SAMPLE TECHNIQUE

Random Sampling: Random sampling is a way of selecting a sample of observations from a

population in order to make inferences about the population. For example, exit polls from voters
that aim to predict the likely results of an election. Random sampling is also known as probability
sampling.

3.4 DATA COLLECTION DESIGN

Data collection is defined as the procedure of collecting, measuring and analyzing accurate insights
for research using standard validated techniques. The approach of data of data collection is
different for different fields of study depending on the required information.

3.4.1 DATA SOURCE

Data is collected in two ways:

A. Primary data
B. Secondary data

PRIMARY DATA:

Primary data re first –hand information. This information is collected directly from the source by
means of field studies. The investigator himself collects primary data or supervises its Collection.
It can be collected through interview and questionnaire

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SECONDARY DATA:

Secondary data are the second hand information. The data which have already been collected and
processed by some agency or persons and are not used for the first time are termed as secondary
data. It may be abstracted from existing records, published sources or unpublished sources which
includes books journals /periodical websites weblogs etc.

3.4.2 DATA TOOL

Data is collected using questionnaire method.

QUESTIONNAIRE METHOD

Questionnaire is a printed list of questions send to the respondent. The success of this method
depends on the paper drafting of questions the different types of questions are: 1. direct questions,
2. indirect questions, 3. Open end questions, 4. Closed end questions.

3.4.3 DATA ANALYSIS TOOL

MS. EXCEL 2019, Microsoft Excel 2019 is a spreadsheet application developed by Microsoft for
Microsoft windows, Mac OS X and iOS. It features calculation, graphing tools. pivot tables and a
macro programming language called visual basic for applications. It has been a very widely applied
spreadsheet for these platforms, especially since version 5 in 1993, and it has replaced lotus 1-23
as the industry standard for spreadsheets. Excel forms part of Microsoft office. Method used for
data analysis is;

PERCENTAGE ANALYSIS

A diagram which exhibits a simple analysis of statistical data in terms of percentages. The actual
form of the diagram can vary. The term "per cent" is derived from the Latin per centum, meaning
"by the hundred". Percentage = No. of respondent x100/ Total no of respondent

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BAR DIAGRAMS

The bar diagram is used for representation of data which is collected for the purpose of the study
A basic form of diagrammatic representation is bar diagram. Bar diagram consist of a series of
bars of equal width. The bars stand on a common base line with equal gap between one bar and
another. The bars may be either horizontal or vertical. But vertical bars are preferred as they give
a better look and facilitate comparison. The bars are constructed in such a way that their lengths
and proportional to the magnitude that they represent.

PIE CHART

A pie chart (or a circle chart) is a circular statistical graphic, which is divided into slices to illustrate
numerical proportion. In a pie chart, the arc length of each slice (and consequently its central angle
and area), is proportional to the quantity it represents. While it is named for its resemblance to a
pie which has been sliced, there are variations on the way it can be presented.

Pie charts are very widely used in the business world and the mass media. In constructing a pie
diagram, the various components are first expressed as percentages and then the percentages are
multiplied by 3.6. So, we get angle for each component. Then the circle is divided into sectors
such that angles of the components and angles of the sectors are equal.

LINE CHART
A line chart is a graphical representation of an asset's historical price action that connects a series
of data points with a continuous line. This is the most basic type of chart used in finance and
typically only depicts a security's closing prices over time. Line charts can be used on any
timeframe, but most often using day-to-day price changes.

A line chart gives traders a clear visualization of where the price of a security has traveled over a
given time period. Because line charts only show closing prices, they reduce noise from less critical
times in the trading day, such as the open, high, and low. Since closing prices are typically

13
considered the most important, it is understandable to see why line charts are popular with
investors and traders. Other popular styles of charts include bar charts, candlestick charts and point
and figure charts. Traders can use line charts with other charts to help see the full technical picture

14
INDUSTRY PROFILE

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. 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 programs are required to be
developed in the face of technological sophistication.

MARKET SIZE

India's rising middle class and increasing disposable incomes has continued to support the growth
of domestic and outbound tourism. Domestic Tourist Visits (DTVs) to the States/Union Territories
(UTS) grew by 15.5 per cent y-o-y to 1.65 billion (provisional) during 2016 with the top 10
States/UTs contributing about 84.2 per cent to the total number of DTVs, as per Ministry of
Tourism.

As per Ministry of Tourism, foreign tourists' arrival (FTAs) on e-tourist visa increased 56.6 per
cent year-on-year in December 2016. In 2016, foreign tourist arrivals on e-visas more than doubled
to 1079696 from 4,45,300 in 2015. partly because the e-visa facility was extended to 161 countries
from 113 previously. India is expected to move up five spots to be ranked among the top five

15
business travel market globally by 2030, as business travel spending in the country is expected to
treble until 2030 from US 30 billion in 2015.

GROWTH OF THE INDUSTRY

According to reports, Hotel Industry in India currently has supply of 10,000 rooms and there is a
shortage of 150,000 rooms fueling hotel room rates across India. According to estimates demand
is going to exceed supply by at least 100% over the next 2 years. Five-star hotels in metro cities
allot same room, more than once a day to different guests, receiving almost 24-hour rates from
both guests against 6-8 hours usage. With demand-supply disparity, hotel rates in India are likely
to rise by 25% annually and occupancy by 80%, over the next two years. This will affect the
competitiveness of India as a cost-effective tourist destination. The future scenario of Indian hotel
industry looks extremely rosy. It is expected that the budget and mid-market hotel segment will
witness huge growth and expansion while the luxury segment will continue to perform extremely
well over the next few years.

The hotel industry in India is going through an interesting phase. One of the major reasons for the
increase in demand for hotel rooms in the country is the boom in the overall economy and high
growth in sectors like information technology, telecom, retail and real estate, Rising stock market
and new business opportunities are also attracting hordes of foreign investors and international
corporate travelers to look for business opportunities in the country.

The arrival of low-cost airlines and the associated price wars have given domestic tourists a host
of options. The Opening up of the aviation industry in India has led the way for exciting
opportunities for the hotel industry is it relies on airlines to transport 80% international. arrivals.
Moreover, the government's decision to substantially upgrade 28 regional airports in smaller towns
and privatization and expansion of Delhi and Mumbai airport will improve the business prospects
of hotel industry in India Substantial investment in tourism infrastructure is essential for Indian
hotel industry to achieve its potential. The Government of India's Incredible India destination
campaign and the ‘Atithi Devo Bhavah’ campaign have also helped the growth of domestic and
international tourism and consequently the hotel industry. In order to increase the stock of hotel

16
rooms, the Federation of Hotel and Restaurant Associations of India suggested to the government
that the floor area ratio of the existing hotels should be increased. This was a couple of years before
and will help create additional rooms in the existing properties and ease the burden of shortage of
hotel rooms in the country. The proposal is yet to be implemented.

CAREERS IN HOTEL INDUSTRY

Hotels are amongst the most visible and important aspects of a country's infrastructure. Hotel
industry is a closely linked one to the tourism industry. A number of factors like promotion of
tourism and rapid industrial progress have given a boost to hotels. The recent liberalization of trade
and opening up of economy will further lead to revolutionary growth in this sector. With increasing
globalization, career opportunities in this field are not only limited within the country but there are
chains of hotels which operate internationally providing scope of a career abroad. It is a glamorous
profession which has a bright future. With the growth of hotel industry propelled by foreign and
domestic tourism and business travel, the demand for well-trained quality personnel too has grown
impressively. The diversity of experience in hotel management is greater than in any other
profession. Hotel industry involves combination of various skills like management, food and
beverage service, housekeeping, front office operation, sales and marketing, accounting. Today,
the rise in corporate activity (leading to greater number of business trips) as well as the wish to
travel on holiday has made the hotel industry a very competitive one.

Career options provides by hotel consists main departments such as Operations, Front office,
Housekeeping, Food and Beverages, Accounting, Engineering Maintenance, Sales and Security.
Each department has a number of positions that one can opt for.

General Operations General manager who is the main in charge, is the coordinator and
administrator, responsible for staff management, financial control, provision of services, quality
control and customer care. Depending on the size of the hotel, general managers could have
assistant managers to supplement their work.

17
Front Office: It is the center of all activities. Important functions of receiving the guests, making
room reservations, handling correspondence and preparing bills and keeping accounts of the guest
services are handled at the front office. The department is headed by Front office manager or
Executive Housekeeper who supervises and coordinates the work. Then there are Assistant
Manager, Lobby executive, front office supervisor, information assistant, receptionist, bell captain,
bell boy and doorman etc. to perform their assigned roles.

House Keeping: The work of keeping the hotel, the rooms, the bars, the restaurants etc. clean and
making it presentable to the guests and ensuring facilities and comfort to them is handled by this
department. Those handling this department are Chief executive house keeper, floor supervisor,
room attendants, linen supervisors, Maids etc.

Food and Beverages Department: This department is the hub of the hotel industry and is
responsible for all the food that is prepared and served in the hotel. The main functions performed
by the department are- presentation, preparation and service of food and beverages involving
kitchen, bar and baker. Overall in charge of Kitchen is known as Chef de Cuisine, the in charge of
section is called Chef de Partie and the one who supervises and coordinates the work of Chef de
Partie is known as Sous-Chef. One who cooks food is known as Cook, the person in overall charge
of dining hall is called Maitre de hotel, Captain in charge of part of dining hall is known as Chef
de Range, one who serves is Demi chef de Range or Steward. Then there is the restaurant hostess
who makes the guests comfortable and deal with any complaints by the guests. These serving
drinks are bartenders.

Accounting Department: This department deals with both cash and credit transactions, i.e. all the
financial transactions like purchase of materials, offering of services to the guests etc. This
department also compiles information required for budgeting, pricing of food and services and so
on. Professionals like cash, cost and works accountants are given bigger positions in the
department Chief cashier, cash clerk/bill clerk are the positions handled in this department.

18
Sales & Marketing: This department keeps in touch with travel agents and tour operators as well
as other potential corporate clients in order to sell hotel facilities. Advertising and Public Relations
is also normally handled by this department.

Engineering / Maintenance Department: Qualified engineers are appointed for the maintenance of
the building and various machines involved in the premises. They are assisted by necessary step
in the electrical and mechanical department. Mechanical Engineers, Electrical Engineer, Plumbers,
carpenters etc. are employed by this department.

Security department: This department provides security to the guest and their belongings and
employs security Officers/guards for this purpose. Retired Army personnel are preferred by this
department.

THE FUTURE OF HOSPITALITY

The Indian economy is opening up its horizons as it continues to integrate with the world economy.
Therefore, the advantages of conducting business with and in India are many. This has led to the
maneuvering of variety of jobs to the shores of India, bringing in its wake transit travelers, business
travelers, business meets and holiday seekers, India is the ninth largest civil aviation market in the
world in 2014. The sector is projected to be the third Largest aviation market globally by 2020
India's aviation market caters to 117 million domestic and 43 million international passengers in
2014. Over the next decade the market could reach 337 million domestic and 84 million
international passengers.

GOVERNMENT INITIATIVE

The Government of India and the Ministry of Tourism have contributed significantly to the growth
and development of the industry by providing various policy measures, tax incentives and
infrastructural support such as

19
 • Promotion of rural tourism by Ministry of Tourism in collaboration with the United Nations
Development Programme

• Availability of Medical Visa for tourists coming into the country for medical treatment

• 100 percent FDI allowed through automatic route in hotel and tourism sector

• Insurance of visa on arrival for tourists from select countries like Finland, Japan and New
Zealand

• Capital subsidy programs for budget hotels

• Elimination of customs duty for import of raw materials, equipment, liquor etc.

• Five-year income tax holidays for 2-4 star hotels established in specified districts having
UNESCO-declared 'World Heritage Sites'.

CATEGORIZATION OF HOTELS IN INDIA

➢ Heritage Hotels

Heritage means that it is related to the history. Heritage hotels are generally some old
palaces, bungalows, mansions or some other historical places converted into hotels for
guests. They provide the customers with traditionally royal experience.

➢ Luxury hotels

These hotels are equipped with world class infrastructure amenities, they offer their
customers with fine lodging and dining facilities. They provide services mainly focusing
on upper class people.

20
➢ Budget hotels

These hotels are like home away homes focusing on upper middle- and middle-class
people. Mostly known as economy class or discount hotels.

➢ Resorts

Resorts are mostly found in hill stations and beach side tourist destinations. They are
located amidst natural scenic beauty, they are the ideal place to enjoy with family, friends
or in solitude.

21
COMPANY PROFILE

Gokulam Park hotel, an oasis in the heart of the city offers its guest luxuries with charm.
Occupying the ideal location in Kerala's most dynamic commercial district, Gokulam Park Hotel
offers easy access to highways, Cochin International airport, all major commercial areas and
recreational facilities. It is a good choice of business as well as leisure travelers. The hotel
possesses numerous facilities and services and now is a concept for may rivals. Gokulam Park
Hotel has 80 guest rooms with direct dialing facilities, CCTV with satellite channels, attached
bathrooms and refrigerator in deluxe, executive and suite rooms. Gokulam park hotel has various
features which stand out from the rest of the hotels such as cuisine restaurant, coffee shop with
professional chefs. Also, a beauty clinic named "Olee" which provides different care for face, hair
etc. this hotel as designed an executive floor for guests who requires extent amenities and services
for their business or leisure stay. They provide customers to enjoy extended check-out,
complimentary breakfast, free use of swimming pool and health club.

Gokulam Park is owned and managed by Gokulam chit and Finance Co.pvt.ltd which was
established on 1968. This hotel is a part of The Gokulam Group whose portfolio includes hotel,
Resort properties, educational institutions. The group was found by Sri A M Gopalan and his
brothers, Gokulam Park is one of the finest luxury hospitality brands. The hotel's main goal is to
provide the most demanding guests with memorable and good stays that deliver essence of India.
Gokulam is owned and operated in Kerala, Chennai and Doha. Today the hotels worldwide remain
a beacon of innovation, quality and success. This continues leadership is the result of these staying
true to their vision, mission and value. Gokulam group has the unmatched reputation of being
Kerala's first rated developers. Gokulam offers a wide variety of homes, tastefully designed to suit
the customer requirement. The group also maintains a leading position in Kerala's tourism and
hospitality scenario through chain of 11 resorts and hotels.

Business hotels

• Gokulam Park Hotel, Kaloor, Ernakulam

• Gokulam convention centre, Ernakulam

22
 • Gokulam Hotel, thalassery

Leisure hotels

• Gokulam resort, Kannur

Activities

• Hotel business services:

➢ Business centre
➢ Business centre board room
➢ Fax
➢ Translation interpretation services

• Hotel leisure and other services:

➢ Baby sitting
➢ Car hire services
➢ Currency exchange
➢ Fitness centre
➢ Swimming pool

• Recreation

➢ Entertainment: Live music in restaurant

➢ Book shop
➢ Fitness centre
➢ Pool side party area
➢ Ayurveda and relaxation centre

23
DEPARTMENT AND ITS FUNCTIONS

• FRONT OFFICE

The front office is the command post for processing reservations, registering guests, setting
guest accounts and checking out guest. Front desk agent also handles the distribution of
guest room keys and mail, messages or other information for guests. The most visible part
of the front office area is of course the front desk. The reservation section in the front is
the nerve centre of the department where all requests of reservation are received.

• FOOD AND BEVERAGE SERVICES

F&B deals mainly with food and beverage service allied activities, Different divisions are
there in F&B like Restaurants, Specialty restaurants, coffee shop (24 hrs.), Bar, Room
service set apart from that they have utility services like cleaning.

• FOOD PRODUCTION

Food production deals with the preparation of food items. It basically engaged in by the
guests and afterwards is catered by preparing the dishes which are order the F&B
department. Cuisines like Indian, Chinese, Mexicans are prepared. Different chefs are
appointed for the specialty cuisine,

• HOUSE KEEPING

The housekeeping departments are another important department in the hospitality

industry. Housekeeping is responsible for the hotels guest rooms and public areas. The
housekeeping department arranges the room to the finest comfort and safety of the guest.
It is responsible for monitoring the supplies to the room, amenities provided therein and

24
 thereby ensuring the guest are having a pleasant stay. This department has the greatest
number of staffs consisting of an assistant housekeeper, room inspectors, room attendant,
a house person crew, linen room attendant and personal in charge of employee uniforms.
They may also have their own laundry and valet service. Laundry and valet equipment are
used only for hotel linens and uniforms and guest clothing are sent to an outside service
where it can be handles with specialized equipment.

• ENGINEERING AND MAINTENANCE

The energy crisis throughout the world has given a great importance to the engineering
department of a hotel. This department provides on the day to day basis, the utility service,
electricity, hot water, steam, air-conditioning and other services and also responsible for
repair and maintenance of the equipment, furniture and fixtures in the hotel. The
engineering department has an important role in satisfying the demands of the guest and
helping to maintain the profit level of the hotel. The cleaning, up keep, repair, replacement,
installation and maintenance of property and its functioning, machinery and equipment are
the joint responsibilities of engineering, maintenance and the housekeeping department.

• SALES AND MARKETING

Sales and marketing have become one of the most vital functions of the hotel business and
an integral part of modern hotel management. It includes packaging for selling sales
promotion, advertising and public relations. The marketing division is charged with
responsibility of keeping the rooms in the hotel occupied at the right price and with the
right mix of guests.

• ACCOUNTING

The Hotel accounting department is responsible for keeping track of many business
transactions that occur in the hotel. The accounting department does more than simply

25
 keeping the books of accounts. Financial management is perhaps a more appropriate
description of what the accounting department does. Whereas the control department is
concerned with cost control guidelines by way of reducing in investment, reduction in
operating cost, control of food service costs, control of beverage costs, labor cost control
etc.

• HUMAN RESOURCE

This is one department which focus on the employees. Proper human resource management
can be the difference between a well-run organization and a poorly run organization. There
are several areas in which human resources management is very important. One of these
areas is for newly hired employees. This is important to pick upbeat, dedicated workers for
each position. It is the job of the human resource manager to make sure that good people
are chosen to work in the hotel. In many cases many hotel workers are only participating
in hotel work because they can find nothing else to do, but other people want to work
according to their capacities and it is the job of HR to find those kinds of people. Retention
of employees is one major problem faced in hotel industries which must be dealt by the
HR Some of the duties of HR are listed below

• External and internal recruitment

• Calculations of employee salary, compensation, deductions etc.
• Administration of employee paperwork, attendance etc.
• Maintenance of good relation with the Labor Union
• Ensure employee safety and good working condition

• STORES AND PURCHASE

As the name implies the main function of this department is the purchase and storage of
goods according to the requirements of the various departments. Each department will send
the details of requisites to the purchase department and purchase department do the
procurement, planning and approach the vendors and ensure that the purchase is made in

26
 an economic price without compromising on the quality. Goods received notes are prepared
by the receiving department and sent to purchase ore department. Once the bill is prepared,
it is forwarded to the accounts department and the copy is send to the top management for
the payment approval. Credit period it any should me mention. The purchase department
coordinates with the use departments, security department and housekeeping.

• SECURITY

The security of guests, employee, personal property and the hotel itself is an overriding
concern for today's hoteliers. However, these days the numbers of crime are rising. The
main motto of this department is to safeguard the company properties and take care of the
guests, customers.

27
5.1 AGE OF THE EMPLOYEES

AGE RESPONDENTS PERCENTAGE

20-25 12 24
25-30 22 44
30-35 7 14
Above 30 9 18
TOTAL 50 100

Figure 5.1 age of the employees

AGE

18%
24%
20-25
25-30
14%
30-35
Above 35

44%

INTERPRETATION

Here 44% of the respondents are between the age group 25 to 30 years of age and 24% are
between the age 20 to 25 and 14% are between the age 30 to 35 and the rest 18% are above
35 years of age. Majority of the respondents lie between the ages 25 to 30.

28
5.2 PERIOD OF WORKING

YEAR RESPONDENTS PERCENTAGE

1-5 8 16
5-10 22 44
10-15 13 26
Above 15 7 14
TOTAL 50 100

Figure 5.2 period of working

PERIOD OF WORKING

14% 16%

01-05 YEARS
05-10 YEARS

26% 10-15 YEARS

ABOVE 15

44%

INTERPRETATION

Here 16% of the employees were working in this organization between 1 to 5 years and 44% were
working in this organization between 5 to 10 years and 26% were working in this organization
between 10 to 15 and the rest 14% above 15 years. Majority of the employees are having
experience between 5 to 10 years of experience in the organization.

29
5.3 EMPLOYEES OPINION ON THE SALARY GIVEN BY THE COMPANY

OPINION RESPONDENTS PERCENTAGE

HIGHLY SATISFIED 2 4
SATISFIED 30 60
NEUTRAL 11 22
DISSATISFIED 2 4
HIGHLY DISSATISFIED 5 10
TOTAL 50 100

Figure 5.3 employee’s opinion on the salary given by the company

SALARY
70
60
60

50

40

30
22
20
10
10
4 4

0
HIGHLY SATISFIED SATISFIED NEUTRAL DISSATISFIED HIGHLY DISSATISFIED

SALARY

INTERPRETATION

Here 2% of the employees are highly satisfied with their salary and 60% of the employees are
satisfied and 22% stays neutral and 4% is dissatisfied and rest 10% is highly dissatisfied. Majority
of the employees in the organization are satisfied with their salary.

30
5.4 EMPLOYEES OPINION ABOUT COMFORTABILITY AND AMBIENCE OF
WORKPLACE
OPINION RESPONDENTS PERCENTAGE
VERY GOOD 8 16
GOOD 28 56
NEUTRAL 4 8
BAD 6 12
VERY BAD 4 8
TOTAL 50 100

Figure 5.4 employee’s opinion about comfortability and ambience of workplace

COMFORTABILITY AND AMBIENCE

60 56

50

40

30

20 16
12
8 8
10

0
VERY GOOD GOOD NEUTRAL BAD VERY BAD

VERY GOOD GOOD NEUTRAL BAD VERY BAD

INTERPRETATION

Here 16% of the employees have very good opinion about the comfortability and ambience of the
workplace and 56% have a good opinion and 8% have a neutral opinion and 12% having bad
opinion on the comfortability and ambience and rest 8% having very bad opinion. Majority of the
employees are satisfied with comfortability and ambience of the workplace.

31
5.5 SATISFATION WITH THE INCENTIVES PROVIDED BY THE COMPANY

OPINION RESPONDENTS PERCENTAGE

HIGHLY SATISFIED 7 14
SATISFIED 8 16
NEUTRAL 19 38
DISSATISFIED 12 24
HIGHLY DISSATISFIED 4 28
TOTAL 50 100

Figure 5.5 satisfaction with the incentives provided by the company

INCENTIVES
40

35

30

25

20 38
15 28
24
10
14 16
5

0
HIGHLY SATISFIED SATISFIED NEUTRAL DISSATISFIED HIGHLY DISSATISFIED

INCENTIVES

INTERPRETATION

Here 14% of the employees are highly satisfied with the incentives provided by the organization
and 16% of the employees are satisfied with the incentives and 38% stays neutral to the question
and 44% is dissatisfied with the incentives they receive and rest 10% is highly dissatisfied with
the incentives they receive. Majority of the employees in the organization are not satisfied with
the incentives they receive.

32
5.6 SATISFACTION WITH THE PROMOTIONAL ACTIVITIES PROVIDED BY THE
COMPANY
OPINION RESPONDENTS PERCENTAGE
HIGHLY SATISFIED 6 12
SATISFIED 31 62
NEUTRAL 5 10
DISSATISFIED 5 10
HIGHLY DISSATISFIED 3 6
TOTAL 50 100

figure 5.6 satisfaction with the promotional activities provided by the company

PROMOTIONAL ACTIVITIES
70

60

50

40

30 62

20

10
12 10 10 6
0
HIGHLY SATISFIED SATISFIED NEUTRAL DISSATISFIED HIGHLY DISSATISFIED

PROMOTIONAL ACTIVITIES

INTERPRETATION

Here 12% of the employees are highly satisfied with the promotional activities provided by the
organization and 62% of the employees are satisfied with the promotional activities provided and
10% stays neutral and 10% is dissatisfied and rest 6% is highly dissatisfied with the promotional
activities provided by the organization. Majority of the employees in the organization are satisfied
with the incentives they receive.

33
5.7 OPINION ON THE REST TIME PROVIDED BY THE COMPANY

OPINION RESPONDENTS PERCENTAGE

VERY GOOD 8 16
GOOD 14 28
NEUTRAL 11 22
BAD 10 20
VERY BAD 7 14
TOTAL 50 100

Figure 5.7 opinion on the rest time provided by the company

REST TIME
30 28

25 22
20
20
16
14
15

10

0
VERY GOOD GOOD NEUTRAL BAD VERY BAD

VERY GOOD GOOD NEUTRAL BAD VERY BAD

INTERPRETATION

Here 16% of the employees have very good opinion about the rest time provided at the workplace
and 28% have a good opinion and 22% have a neutral opinion and 20% having bad opinion on the
rest time provided at the workplace and rest 14% having very bad opinion. Majority of the
employees are satisfied with rest time provided at the workplace.

34
5.8 ARE YOU SATISFIED WITH THE RESOURCES PROVIDED BY THE
ORGANIZATION TO HELP PERFORM JOB EFFECTIVELY

OPINION RESPONDENTS PERCENTAGE

HIGHLY SATISFIED 6 12
SATISFIED 12 24
NEUTRAL 15 30
DISSATISFIED 10 20
HIGHLY DISSATISFIED 7 14
TOTAL 50 100

Figure 5.8 satisfaction of employees with the resources provided by the organization to help
perform job effectively

RESOURCES
35
30
25
20
15 30
24
10 20
12 14
5
0
HIGHLY SATISFIED SATISFIED NEUTRAL DISSATISFIED HIGHLY DISSATISFIED

RESOURCES

INTERPRETATION

Here 12% of the employees are highly satisfied with the resources provided by the organization to
help perform job effectively and 24% of the employees are satisfied with the resources and 30%
stays neutral to the question and 20% is dissatisfied and rest 10% is highly dissatisfied. Majority
of the employees in the organization are not satisfied with the resources provided by the
organization to help perform job effectively.

35
5.9 ARE EMPLOYEES TREATED WITH RESPECT BY THE MANAGEMENT

OPINION RESPONDENTS PERCENTAGE

STRONGLY AGREE 15 30
AGREE 13 26
NEUTRAL 11 22
DISAGREE 10 20
STRONGLY DISAGREE 1 2
TOTAL 50 100

Figure 5.9 are employees treated with respect by the management

ARE EMPLOYEES TREATED WITH RESPECT BY THE

MANAGEMENT

2
20
30

22

26

STRONGLY AGREE AGREE NEUTRAL DISAGREE STRONGLY DISAGREE

INTERPRETATION

Here 30%of the employees strongly agree that they are treated with respect by the management.
And 26% of the employees agreed the statement. And 22 % rated neutral and 20% showed
disagreement and 2% strongly disagreed the statement. Here the majority of the employees agree
that they are treated with the respect by the management.

36
5.10 ARE YOU SATISFIED WITH THE WAY ORGANIZATION SOLVES GENDER
ISSUES

OPINION RESPONDENTS PERCENTAGE

HIGHLY SATISFIED 13 26
SATISFIED 15 30
NEUTRAL 13 26
DISSATISFIED 7 14
HIGHLY DISSATISFIED 2 4
TOTAL 50 100

Figure 5.10 are you satisfied with the way organization solves gender issues

SATISFIED WITH THE WAY ORGANIZATION SOLVES GENDER

ISSUES
35
30
25
20
15 30
26 26
10
14
5 4
0
HIGHLY SATISFIED SATISFIED NEUTRAL DISSATISFIED HIGHLY DISSATISFIED

SATISFIED WITH THE WAY ORGANIZATION SOLVES GENDER ISSUES

INTERPRETATION

Here 26% of the employees are highly satisfied with the way organization solves gender issues
and 30% of the employees are satisfied and 26% stays neutral to the question and 14% is
dissatisfied and rest 4% is highly dissatisfied. Majority of the employees in the organization are
satisfied with the way organization solves gender issues.

37
5.11 OPINION ON THE HEALTH AND SAFETY FACILITIES PROVIDED BY THE
COMPANY

OPINION RESPONDENTS PERCENTAGE

VERY GOOD 9 18
GOOD 19 38
NEUTRAL 15 30
BAD 6 12
VERY BAD 1 2
TOTAL 50 100

Figure 5.11 opinion on the health and safety facilities provided by the company

HEALTH AND SAFETY FACILITIES PROVIDED BY THE COMPANY

40 38

35
30
30

25

20 18

15 12

10

5 2

0
VERY GOOD GOOD NEUTRAL BAD VERY BAD

VERY GOOD GOOD NEUTRAL BAD VERY BAD

INTERPRETATION

Here 18% of the employees have very good opinion about health and safety facilities provided by
the company and 38% have a good opinion and 30% have a neutral opinion and 12% having bad
opinion and rest 2% having very bad opinion. Majority of the employees are satisfied with health
and safety facilities provided by the company

38
5.12 ARE WOMEN AND MEN TREATED EQUALLY IN THE ORGANIZATION

OPINION RESPONDENTS PERCENTAGE

STRONGLY AGREE 9 18
AGREE 26 52
NEUTRAL 8 16
DISAGREE 6 12
STRONGLY DISAGREE 1 2
TOTAL 50 100

Figure 5.12 are women and men treated equally in the organization

ARE EMPLOYEES TREATED WITH RESPECT BY THE

MANAGEMENT

2
12 18

16

52

STRONGLY AGREE AGREE NEUTRAL DISAGREE STRONGLY DISAGREE

INTERPRETATION

Here 18% of the employees strongly agree that women and men treated equally in the organization.
And 52% of the employees agreed the statement. And 16 % rated neutral and 12% showed
disagreement and 2% strongly disagreed to the statement. Here the majority of the employees
agree that women and men treated equally in the organization.

39
5.13 ARE YOU SATISFIED WITH THE EMPLOYEE MANAGEMENT WORKING
RELATIONSHIP

OPINION RESPONDENTS PERCENTAGE

HIGHLY SATISFIED 11 22
SATISFIED 16 32
NEUTRAL 17 34
DISSATISFIED 3 6
HIGHLY DISSATISFIED 3 6
TOTAL 50 100

Figure 5.13 are you satisfied with the employee management working relationship

EMPLOYEE MANAGEMENT WORKING RELATIONSHIP

40
35
30
25
20
32 34
15
10 22
5 6 6
0
HIGHLY SATISFIED SATISFIED NEUTRAL DISSATISFIED HIGHLY DISSATISFIED

EMPLOYEE MANAGEMENT WORKING RELATIONSHIP

INTERPRETATION

Here 26% of the employees are highly satisfied with the employee management working
relationship and 30% of the employees are satisfied and 26% stays neutral to the question and 14%
is dissatisfied and rest 4% is highly dissatisfied. Majority of the employees in the organization are
satisfied with the employee management working relationship.

40
5.14 SATISFACTION WITH VARIOUS HR POLICIES PROVIDED BY THE COMPANY

OPINION RESPONDENTS PERCENTAGE

HIGHLY SATISFIED 15 30
SATISFIED 25 50
NEUTRAL 5 10
DISSATISFIED 4 8
HIGHLY DISSATISFIED 1 2
TOTAL 50 100

Figure 5.14 are you satisfied with the HR policies provided by the company

HR POLICIES PROVIDED BY THE COMPANY

60

50

40

30
50
20
30
10
10 8 2
0
HIGHLY SATISFIED SATISFIED NEUTRAL DISSATISFIED HIGHLY DISSATISFIED

HR POLICIES PROVIDED BY THE COMPANY

INTERPRETATION

Here 30% of the employees are highly satisfied with the HR policies provided by the company
and 50% of the employees are satisfied and 5% stays neutral to the question and 8% is dissatisfied
and rest 2% is highly dissatisfied. Majority of the employees in the organization are satisfied with
the HR policies provided by the company.

41
5.15 SATISFACTION ON EDUCATIONAL PROGRAMS CONDUCTED BY THE
COMPANY

OPINION RESPONDENTS PERCENTAGE

HIGHLY SATISFIED 4 8
SATISFIED 26 52
NEUTRAL 5 10
DISSATISFIED 8 16
HIGHLY DISSATISFIED 7 14
TOTAL 50 100

Figure 5.15 are you satisfied with educational programs provided by the company

EDUCATIONAL PROGRAMS
60

50

40

30
52
20

10 16
8 10 14
0
HIGHLY SATISFIED SATISFIED NEUTRAL DISSATISFIED HIGHLY DISSATISFIED

EDUCATIONAL PROGRAMS

INTERPRETATION

Here 8% of the employees are highly satisfied with the educational programs provided by the
company and 52% of the employees are satisfied and 10% stays neutral to the question and 16%
is dissatisfied and rest 14% is highly dissatisfied. Majority of the employees in the organization
are satisfied with the educational programs provided by the company.

42
5.16 OPINION ON THE WORKING HOURS OF THE COMPANY

OPINION RESPONDENTS PERCENTAGE

VERY GOOD 4 18
GOOD 17 38
NEUTRAL 19 30
BAD 6 12
VERY BAD 4 8
TOTAL 50 100

Figure 5.16 opinion on the working hours of the company

WORKING HOURS OF THE COMPANY

40 38

35
30
30

25

20 18

15 12

10

5 2

0
VERY GOOD GOOD NEUTRAL BAD VERY BAD

VERY GOOD GOOD NEUTRAL BAD VERY BAD

INTERPRETATION

Here 18% of the employees have very good opinion about health and safety facilities provided by
the company and 38% have a good opinion and 30% have a neutral opinion and 12% having bad
opinion and rest 2% having very bad opinion. Majority of the employees are satisfied with health
and safety facilities provided by the company

43
5.17 OPINION ON THE WORK LIFE BEING STESSFUL

OPINION RESPONDENTS PERCENTAGE

STRONGLY AGREE 3 6
AGREE 7 14
NEUTRAL 12 24
DISAGREE 21 42
STRONGLY DISAGREE 7 14
TOTAL 50 100

Figure 5.17 opinion on the work life being stressful

WORKLIFE STRESS

6
14
14

24
42

STRONGLY AGREE AGREE NEUTRAL DISAGREE STRONGLY DISAGREE

INTERPRETATION

Here 6% of the employees strongly agree that work life is stressful in the organization. And 7% of
the employees agreed the statement. And 24% rated neutral and 42% showed disagreement and
14% strongly disagreed to the statement. Here the majority of the employees disagree work life is
stressful in the organization.

44
5.18 EMPLOYEES CAN COMMUNICATE GRIEVANCES/COMPLAINTS TO THE
MANAGEMENT

OPINION RESPONDENTS PERCENTAGE

STRONGLY AGREE 11 22
AGREE 19 38
NEUTRAL 12 24
DISAGREE 4 8
STRONGLY DISAGREE 4 8
TOTAL 50 100

Figure 5.18 employees can communicate grievances/complaints to the management

COMMUNICATE GRIEVANCES/COMPLAINTS TO THE

MANAGEMENT
8
8 22

24

38

STRONGLY AGREE AGREE NEUTRAL DISAGREE STRONGLY DISAGREE

INTERPRETATION

Here 22% of the employees strongly agree that they can communicate grievances/complaints to
the management. And 38% of the employees agreed the statement. And 24% rated neutral and 8%
showed disagreement and 8% strongly disagreed to the statement. Here the majority of the
employees agree they can communicate grievances/complaints to the management.

45
5.19 SATISFACTION WITH THE WELFARE FACILITIES PROVIDED BY THE
COMPANY

OPINION RESPONDENTS PERCENTAGE

HIGHLY SATISFIED 3 6
SATISFIED 27 54
NEUTRAL 5 10
DISSATISFIED 10 20
HIGHLY DISSATISFIED 5 10
TOTAL 50 100

Figure 5.19 satisfaction with the welfare facilities provided by the company

WELFARE FACILITIES PROVIDED BY THE COMPANY

60

50

40

30
54
20

10 20
6 10 10
0
HIGHLY SATISFIED SATISFIED NEUTRAL DISSATISFIED HIGHLY DISSATISFIED

WELFARE FACILITIES PROVIDED BY THE COMPANY

INTERPRETATION

Here 6% of the employees are highly satisfied with the welfare facilities provided by the company
and 54% of the employees are satisfied and 10% stays neutral to the question and 20% is
dissatisfied and rest 10% is highly dissatisfied. Majority of the employees in the organization are
satisfied with the welfare facilities provided by the company.

46
5.20 OVERALL OPINION ON THE WORK LIFE AT THIS COMPANY
OPINION RESPONDENTS PERCENTAGE
VERY GOOD 10 20
GOOD 21 42
NEUTRAL 17 34
BAD 2 4
VERY BAD 0 0
TOTAL 50 100

Figure 5.20 overall opinion on the work life at this company

OVERALL RATING OF THE WORKLIFE

4% 0%
20%

VERY GOOD
34%
GOOD
NEUTRAL
BAD
VERY BAD

42%

INTERPRETATION

Here 20% of the employees have very good opinion on work life at this company and 42% have a
good opinion and 34% have a neutral opinion and 4% have bad opinion and rest 0% having very
bad opinion. Majority of the employees are satisfied with work life at this company.

47
FINDINGS

1. Most of the respondents are belonging to the age group of 25-30

2. Most of the respondents have work in the organization for the period of 5-10 years.

3. Majority of the employees are satisfied with the salary structure in the organization.

4. Majority of the employees are satisfied with the seating arrangement provided by the
company.

5. Most of the employees are satisfied with the incentives provided by the company.

6. Majority of the respondents are satisfied with the promotional activities provided by the
company.

7. Most of the employees are satisfied with the working environment of the organization.

8. Majority of the employees satisfies the resting time provided by the company.

9. Most of the respondents have neutral opinion regarding resources provided by the
company.

10. Majority of the employee are satisfied with working environment provided by the
company.

11. Majority of the employee are satisfied with respect provided by the management.

12. Most of the respondents are satisfied with the organization that solves gender issues in a
satisfactory manner.

48
13. Majority of the employee satisfies the reward given for good performance.

14. Most of the employee satisfies the health and safety facility provided by the company.

15. Majority satisfied with the statement that men and women are treated equally in
organization.

16. Most of the respondents have neutral opinion regarding the employee management
relationship in the company.

17. Most of the respondents have neutral opinion regarding resources provided by the
company.

18. Majority of the employee are satisfied with working environment provided by the
company.

19. Majority of the employee are satisfied with respect provided by the management.

20. Most of the respondents are satisfied with the organization that solves gender issues in a
satisfactory manner.

21. Majority of the employee satisfies the reward given for good performance.

22. Most of the employee satisfies the health and safety facility provided by the company.

23. Majority satisfied with the statement that men and women are treated equally in
organization.

24. Most of the respondents have neutral opinion regarding the employee management
relationship in the company.

49
SUGGESTIONS

1. Improve their employee management relationship.

2. The company may provide resources for a better performance of the employees.

3. The company may improve the working hours.

4. The company must increase their incentives.

5. The company may create a right culture.

6. The company may provide training programs to the employees.

7. Get regular employee feedback.

8. Provide a flexible work schedule.

9. The company may provide ongoing and executive education.

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CONCLUSION

Employee retention involves taking measures to encourage employees to remain in the

organization for the maximum period of the time. It is a process in which the employees are
encouraged to remain with the organization for the maximum period of time or until the completion
of the project. Employee retention is beneficial for the organization as well as the employee,
Effective employees is a systematic effort by employee to create and foster an environment that
encourage current employees to remain employed, by having policies in place that address their
diverse needs Retention of key employees is critical to the long-term health and success of any
organization.

The current study tries to evaluate the retention programs in GOKULAM PARK HOTEL and this
study shows that the company is able to maintain the existing employees. For this they provide
various facilities to their employees and the employees are satisfied with almost all these facilities.
In all the time company must take care of these factors,

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BIBLIOGRAPHY

• The Trouble with HR: An Insider's Guide to Finding and Keeping the Best Talent By
Johnny C. Taylor; Gary M. Stern. American Management Association, 2009

• The Vital Role of Employee Retention in Human Resource Management: A Literature

Review By Al-Emadi, Ali Ahmed Qayed; Schwabenland, Christina; Wei, Qi. IUP Journal
of Organizational Behavior, Vol. 14, No. 3, July 2015

• The Impact of Strategic Entrepreneurship Inside the Organization: Examining Job Stress
and Employee Retention By Monsen, Erik; Boss, R. Wayne Entrepreneurship: Theory and
Practice, Vol. 33, No. 1, January 2009

• https://www.gokulamhotels.com/

• https://www.wikipedia.org/

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 QUESTIONNAIRE

Name:
Age:
Gender:

1) Age of the employees?

☐20-25 ☐25-30 ☐30-35 ☐Above 35

2) Period of working?

☐1-5 ☐5-10 ☐10-15 ☐Above 15

3) Employee’s opinion on the salary given by the company?

☐highly Satisfied ☐Satisfied ☐neutral ☐dissatisfied ☐highly dissatisfied

4) Employee’s opinion about comfortability and ambience of workplace?

☐Very good ☐good ☐neutral ☐bad ☐very bad

5) Satisfaction with incentives provided by the company?

☐highly Satisfied ☐Satisfied ☐neutral ☐dissatisfied ☐highly dissatisfied

6) Satisfaction with promotional activities provided by the company?

☐highly Satisfied ☐Satisfied ☐neutral ☐dissatisfied ☐highly dissatisfied

7) Opinion on the rest time provided by the company?

☐Very good ☐good ☐neutral ☐bad ☐very bad

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8) Are you satisfied with the resources provided by the organization to help perform job
effectively?
☐highly Satisfied ☐Satisfied ☐neutral ☐dissatisfied ☐highly dissatisfied

9) Are employees treated with respect by the management?

☐Strongly agree ☐ Agree ☐Neutral ☐Disagree ☐Strongly disagree

10) Are you satisfied with the way organization solves gender issues?

☐highly Satisfied ☐Satisfied ☐neutral ☐dissatisfied ☐highly dissatisfied

11) Opinion on the health and safety facilities provided by the company?

☐Very good ☐good ☐neutral ☐bad ☐very bad

12) Are women and men treated equally in the organization?

☐Strongly agree ☐ Agree ☐Neutral ☐Disagree ☐Strongly disagree

13) Are you satisfied with the employee management working relationship?

☐highly Satisfied ☐Satisfied ☐neutral ☐dissatisfied ☐highly dissatisfied

14) Satisfaction with various HR policies provided by the company?

☐highly Satisfied ☐Satisfied ☐neutral ☐dissatisfied ☐highly dissatisfied

15) Satisfaction on educational programs conducted by the company?

☐highly Satisfied ☐Satisfied ☐neutral ☐dissatisfied ☐highly dissatisfied

16) Opinions on the working hours of the company?

☐Very good ☐good ☐neutral ☐bad ☐very bad

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17) Opinion on the work life being stressful?
☐Strongly agree ☐ Agree ☐Neutral ☐Disagree ☐Strongly disagree

18) Employees can communicate grievances/complaints to the management?

☐Strongly agree ☐ Agree ☐Neutral ☐Disagree ☐Strongly disagree

19) Satisfaction with the welfare facilities provided by the company?

☐highly Satisfied ☐Satisfied ☐neutral ☐dissatisfied ☐highly dissatisfied

20) Overall opinion on the work life at the company?

☐Very good ☐good ☐neutral ☐bad ☐very bad

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