A PROJECT REPORTON

A Detailed Study of Position of Labour Welfare in Hotel Mughal Sheraton Agra

Submitted in partial fulfillment of the requirementsFor the Degree of

Master of Business Administration(2008-2011)

Dr.B.R. Ambedkar University, Agra

Report Submitted to: Submitted By: Dr. Alok Saxena Neha Pathak

(Lecturer) Roll No. 30 MBA (PT) VI sem

SETH PADAM CHAND JAIN INSTITUTE OF COMMERCE ,BUSINESS MANAGEMENT AND ECONOMICS ,KHANDARI AGRA .

Dr. B.R .AMBEDKAR UNIVERSITY,AGRA

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ACKNOWLEDGEMENT

No work is considered complete unless due indebtedness is expressed to all those, who made

the work successful. Concentration, dedication, hard work & application are essential but not

the only factors to achieve the desired goal. There must be supplemented by guidance,

assistance and co-operation of people to make it a success. Every complete successful

assignment is the result of many hands joined together.

A formal statement of acknowledgement is hardly sufficient to express my gratitude

towards the personalities who have helped me to undertake this training.

I am highly indebted to cooperative staff of HOTEL MUGHAL SHERATON, AGRA who

gave me weighty guidance in the study. It was really nice experience to work in their

guidance and helping me in knowing practical things, which was my main objective, before

entering the corporate world. They have provided me an unconditional support during the

project work.

I am highly thankful to Dr.Alok Saxena Coordinator for his Guidance. He has been a constant

source of inspiration and hiscritical evaluation during our course in the institute has helped

me to complete this project properly.

Through this acknowledgment I would like to grab the opportunity to thank all those who

helped me in making this project report. It is warmth and efforts of my teachers, friends and

well wishers who has been a source of strength and confidence for me in the endeavor.

Finally, yet importantly, we would like to thank almighty for blessing me to do and complete

this project.

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Declaration

I hereby Declare that I have worked on the topic “A Detailed Study of Position

of Labour Welfare in Hotel Mughal Sheraton Agra ” All the information that

has been collected, analyzed and documented for the project is authentic

possession to me.

I would like to categorically mention that the work here has neither been

purchased nor acquired by any other unfair means. The data and information

existing in this report are accurate and update to the current data, to the best of

our knowledge.

However, for this purpose of the project, information already compiled in many

sources has been utilized. All information in this report is true representation of

what I have experienced during the project.

Neha PathakRoll No. 30

MBA (PT) VI sem

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CERTIFICATE

This is to certify that project report entitled “A Detailed Study of Position of

Labour Welfare in Hotel Mughal Sheraton Agra” which is submitted by

NEHA PATHAK is an authenticated record of the candidate’s own work

carried out by them under my guidance.

DR.ALOK SAXENA

PROJECT GUIDE

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CONTENTS

INTRODUCTION

Meaning and definition

Overview

History

Theoretical perspective

Features

Objectives

Labour law

Provident fund

Employee state insurance scheme

Payment of gratuity act

COMPANY PROFILE

OBJECTIVES OF THE STUDY

INDUSTRIAL RELATION OPERATING IN HOTEL MUGHAL SHERATON

AGRA

RESEARCH METHODOLOGY

DATA ANALYSIS AND INTERPRETATION

FINDINGS

CONCLUSION

SUGGESTION

FUNTIONAL REQUIREMENT OFSUCESSFUL INDUSTRIAL RELATION

ANNEXURE

BIBLIOGRAPH

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INTRODUCTION

MEANINIG AND DEFINITION

The relationship between Employer and employee or trade unions is called Industrial

Relation. Harmonious relationship is necessary for both employers and employees to

safeguard the interests of the both the parties of the production. In order to maintain good

relationship with the employees, the main functions of every organization should avoid any

dispute with them or settle it as early as possible so as to ensure industrial peace and higher

productivity. Personnel management is mainly concerned with the human relation in industry

because the main theme of personnel management is to get the work done by the human

power and it fails in its objectives if good industrial relation is maintained. In other words

good Industrial Relation means industrial peace which is necessary for better and higher

productions.

DEFINITION

i. Industrial Relation is that part of management which is concerned with the manpower of

the enterprise – whether machine operator, skilled worker or manager

. BETHEL, SMITH & GROUP

ii. Industrial Relation is a relation between employer and employees, employees and

employees and employees and trade unions

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OVERVIEW

Sprawled over 35 acres of luxurious gardens, and in close proximity to the Taj Mahal, ITC

Mughal is a fitting tribute to the great Mughal builders of the past. The only Indian hotel to

have won the prestigious Aga Khan Award for its excellent representation of Mughal

architecture, it now boasts of a brand new accommodation wing - the 'Khwab Mahal' -

Palace of Dreams. Comprising of 42 opulent rooms and suites, they resemble Miniature

Palaces recreating a paradise for the contemporary Mogul- full of splendor and perfection

which was the hallmark of the Mughal Dynasty.

ITC Mughal’s Kaya Kalp - The Royal Spa is spread over 99,000 square feet, making it the

largest Spa in the Country. The Royal Spa, comprises eight luxurious treatment suites, a

Royal 'Mughal Hamam' - the first of its kind in India, outdoor rain showers in enclosed

gardens, a regal beauty salon, a water therapy room with stream, whirlpool and sauna. It

offers an oasis of tranquility where holistic therapies and services are offered in regal style.

Nature is omnipresent at this unique spa, where the spacious state-of-the-art fitness centre

with its attached sundeck, faces a picturesque pond. The 25-metre lap pool, yoga gardens,

relaxation areas, orchard walkway, bird trail, butterfly park, conservatory, and islands of

palm trees are all elements that come together to create a spa like no other.

Apart from the spa experience, an array of recreation facilities is also available.The hotel

offers various outdoor & indoor activities like ATV rides, fun filled family rides on our six –

seater tandem cycle, lawn tennis, badminton, chip and putt golf, croquet, table Tennis, Air

Hockey, Snooker, Billiards, Play Station, Kiddies Den and more. Should you wish to step

out of the hotel for a round of Golf, a visit to the magnificent “Taj Mahal” in the Royal

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Horse Carriage or explore other Historic Monuments in Agra, the ‘Resort Concierge’ will

assist you in planning an itinerary for an exemplary experience.

Re-live the Mughal grandeur with enchanting cultural experiences and a bevy of Indian

cuisines, ITC Mughal promises to deliver a luxurious, unhindered getaway.

HISTORY

When labor markets are seen as imperfect, and when the employment relationship includes

conflicts of interest, then one cannot rely on markets or managers to always serve workers’

interests, and in extreme cases to prevent worker exploitation. Industrial relations scholars

and practitioners therefore support institutional interventions to improve the workings of the

employment relationship and to protect workers’ rights. The nature of these institutional

interventions, however, differs between two camps within industrial relations. The pluralist

camp sees the employment relationship as a mixture of shared interests and conflicts of

interests that are largely limited to the employment relationship. In the workplace, pluralists

therefore champion grievance procedures, employee voice mechanisms such as works

councils and labor unions, collective bargaining, and labor-management partnerships. In the

policy arena, pluralists advocate for minimum wage laws, occupational health and safety

standards, international labor standards, and other employment and labor laws and public

policies.

These institutional interventions are all seen as methods for balancing the employment

relationship to generate not only economic efficiency, but also employee equity and voice. In

contrast, the Marxist-inspired critical camp sees employer-employee conflicts of interest as

sharply antagonistic and deeply embedded in the socio-political-economic system. From this

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perspective, the pursuit of a balanced employment relationship gives too much weight to

employers’ interests, and instead deep-seated structural reforms are needed to change the

sharply antagonistic

employment relationship that is inherent within capitalism. Militant trade unions are thus

frequently supported.

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Institutionally, industrial relations was founded by John R. Commons when he created the

first academic industrial relations program at the University of Wisconsin in 1920. Early

financial support for the field came from John D. Rockefeller, Jr. who supported progressive

labor-management relations in the aftermath of the bloody strike at a Rockefeller-owned coal

mine in Colorado. In Britain, another progressive industrialist, Montague Burton, endowed

chairs in industrial relations at Leeds, Cardiff and Cambridge in 1930, and the discipline was

formalized in the 1950s with the formation of the Oxford School by Allan Flanders and Hugh

Clegg.Industrial relations were formed with a strong problem-solving orientation that rejected

both the classical economists’ laissez faire solutions to labor problems and the Marxist

solution of class revolution. It is this approach that underlies the New Deal legislation in the

United States, such as the National Labor Relations Act and the Fair Labor Standards Act.

CORPORATE MANAGEMENT COMMITTEEDirectors

Y C Deveshwar Chairman

S S H Rehman Member

A Singh Member

K Vaidyanath Member

Executives

K S Vaidyanathan Member

A Nayak Permanent Invitee

R Srinivasan Permanent Invitee

B B Chatterjee Secretary

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THEORETICAL PRESPECTIVES

Industrial relations scholars have described three major theoretical perspectives or

frameworks that contrast in their understanding and analysis of workplace relations. The

three views are generally known as unitary, pluralist and radical. Each offers a particular

perception of workplace relations and will therefore interpret such events as workplace

conflict, the role of unions and job regulations vary differently. The radical perspective is

sometimes referred to as the "conflict model", although this is somewhat ambiguous, as

pluralism also tends to see conflict as inherent in workplaces. Radical theories are strongly

identified with Marxist theories, although they are not limited to these

UNITARY PERSPECTIVE

In unitary, the organization is perceived as an integrated and harmonious whole with the ideal

of "one happy family", where management and other members of the staff all share a

common purpose, emphasizing mutual cooperation. Furthermore, unitary has a paternalistic

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approach where it demands loyalty of all employees, being predominantly managerial in its

emphasis and application.

Consequently, trade unions are deemed as unnecessary since the loyalty between employees

and organizations are considered mutually exclusive, where there can't be two sides of

industry. Conflict is perceived as disruptive and the pathological result of agitators,

interpersonal friction and communication breakdown.

PLURALIST PERSPECTIVE

In pluralism the organization is perceived as being made up of powerful and divergent sub-

groups, each with its own legitimate loyalties and with their own set of objectives and

leaders. In particular, the two predominant sub-groups in the pluralistic perspective are the

management and trade unions.

Consequently, the role of management would lean less towards enforcing and controlling and

more toward persuasion and co-ordination. Trade unions are deemed as legitimate

representatives of employees; conflict is dealt by collective bargaining and is viewed not

necessarily as a bad thing and, if managed, could in fact be channeled towards evolution and

positive change

RADICAL PERSPECTIVE

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This view of industrial relations looks at the nature of the capitalist society, where there is a

fundamental division of interest between capital and labor, and sees workplace relations

against this history. This perspective sees inequalities of power and economic wealth as

having their roots in the nature of the capitalist economic system. Conflict is therefore seen as

inevitable and trade unions are a natural response of workers to their exploitation by capital.

FEATURES PERTAINING TO INDUSTRIAL RELATION

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1. Industrial Relation do not emerge in vacuum they are born of employment relationship in

an industrial setting. Without the existence of the two parties, i.e. labor and management, this

relationship cannot exist. It is the industry, which provides the environment for industrial

relations.

2. Industrial Relation are characterized by both conflict and co-operations. This is the basis of

adverse relationship. So the focus of Industrial Relations in on the study of the attitudes,

relationships, practices and procedure developed by the contending parties to resolve or at

least minimize conflicts.

3. As the labor and management do not operate in isolations but are parts of large system, so

the study of Industrial Relation also includes vital environment issues like technology of the

workplace, country’s socio-economic and political environment, nation’s labor policy,

attitude of trade unions workers and employers.

4. Industrial Relation also involve the study of conditions conductive to the labor,

managements co-operations as well as the practices and procedures required to elicit the

desired co-operation from both the parties.

5. Industrial Relations also study the laws, rules regulations agreements, awards of courts,

customs and traditions, as well as policy framework laid down by the governments for

eliciting co-operations between labor and management. Besides this, it makes an in-depth

analysis of the interference patterns of the executive and judiciary in the regulations of labor–

managements relations.

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In fact, Industrial Relation encompasses all such factors that influence behavior of people at

work. A few such important factors are details below:

Institution

It includes government, employers, trade unions, unions federations or associations,

government bodies, labor courts, tribunals and other organizations which have direct or

indirect

Characters

It aims to study the role of workers unions and employers’ federations officials, shop

stewards, industrial relations officers/ manager, mediator/conciliators / arbitrator,

judges of labor court, tribunal etc.

Contents

Include matter pertaining to employment conditions , like pay , hours of works, leave with

wages, health, and safety disciplinary actions, lay-off, dismissals retirements etc., laws

relating to such activities, regulations governing labor welfare, social security, industrial

relations, issues concerning with workers’ participation in management, collective

bargaining, etc.

Methods

Focus on collective bargaining, workers’ participation in the Industrial Relation schemes,

discipline procedure, grievance re-dressal machinery, dispute settlements machinery working

of closed shops, union reorganization, organizations of protests through methods like

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revisions of existing rules, regulations, policies, procedures, hearing of labor courts, tribunals

etc.

OBJECTIVES OF INDUSTRIAL RELATION

To safeguard the interest of labor and management by securing the highest level of

mutual understanding and good-will among all those sections in the industry which

participate in the process of production.

. To avoid industrial conflict or strife and develop harmonious relations, which are an

essential factor in the productivity of workers and the industrial progress of a country.

. To raise productivity to a higher level in an era of full employment by lessening the

tendency to high turnover and frequency absenteeism.

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. To establish and nurse the growth of an Industrial Democracy based on labor

partnership in the sharing of profits and of managerial decisions, so that ban

individuals personality may grow its full stature for the benefit of the industry and of

the country as well.

. To eliminate, as far as is possible and practicable, strikes, lockouts and gheraos by

providing reasonable wages, improved living and working conditions, said fringe

benefits.

. To establish government control of such plants and units as are running at a loss or

in which productions has to be regulated in the public interest.

THREE FACTORS OF INDUSTRIAL RELATION

According to john . t . Dunlop. “ industrial societies necessarily create industrial relations

defined as the complex of interrelations among workers, managers and government.’’ These

major participants or actors of industrial relation viz, workers and their orhanizations,

management and government are identified

WORKERS AND THEIR ORGANIZATION

The total workers play an important role in industrial relations. The total worker include

s working age, educational background, family background, psychological factors, social

background, culture, skills, attitude towards other works etc. workers’ organizations

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prominently known as trade unions. The main purpose of trade union isto protects the

workers’ economic interest through collective bargaining and by bringing pressure on

management through economic and political tactics. Trade union factors include

leadership, finances, activities, etc.

EMPLOYERS AND THEIR ORGANIZATIONS

Employer is a crucial factor in industrial relation. He employs the worker, pays the wages

and various allowances, regulates the working relations through various rules, regulations,

and by enforcing labor laws. He expects the workers to follow the rules, regulations and laws.

He further expects them to contribute their resources to the maximum. The difference

between demands of workers and employer results in industrial conflict. Normally employers

have higher bargaining power than the workers. But their bargaining power in undermined

when compared to that of trade union.

GOVERNMENT

Government plays a balancing role as a custodian of the nation, government exerts its

influence on industrial relations through its labor policy, implementing labor law, the process

of conciliation and adjudication by playing the role of a mediator, etc.. It tries to regulate the

activities and behavior of both employees organizations and employers organizations.

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INDUSTRIAL RELATIONS PROGRAMME :

Today’s professional industrial relations director, or by whatever title he is designated, no

longer views his job as personalizing management, or that of a social worker in a factory,

or a union buster, he looks upon his department as an adjunct to management supervision

at all levels; he keeps other executives informed about new discoveries, programmed

trends and needs. At the same time, he provides efficient service in the operation of

several centralized services.

A successful industrial relations programmed reflects the personnel viewpoint, which is

influenced by three main considerations:

a) Individual thinking

b) Policy awareness and

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c) Expected group reaction

Individualized thinking makes if imperative for the administrator to consider the entire

situation in which the affected individual is placed. Policy awareness underscores the idea

of the consistency of treatment and the precedent value of any decision which a

management takes; while expected group reaction balances what we know of human

nature in groups against an individual’s situation in the light of the policy that has been

formulated and implemented. In all these different circumstances, reality demands that all

the three aspects of the personnel viewpoint should be considered at once in terms of the

past, the present and the future. This viewpoint is held at all the levels of management

from the top to the bottom, from the top executives and staff to the line and supervisory

personnel

LABOUR LAW AND INDUSTRIAL RELATION

Labour law (or "labor", or "employment" law) is the body of laws, administrative rulings,

and precedents which address the legal rights of, and restrictions on, working people and their

organizations. As such, it mediates many aspects of the relationship between trade unions,

employers and employees. In Canada, employment laws related to unionized workplaces are

differentiated from those relating to particular individuals. In most countries however, no

such distinction is made. However, there are two broad categories of labour law

First, collective labour law relates to the tripartite relationship between employee, employer

and union

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Second, individual labour law concerns employees' rights at work and through the contract

for work. The labour movement has been instrumental in the enacting of laws protecting

labour rights in the 19th and 20th centuries. Labour rights have been integral to the social and

economic development since the industrial revolution.

CONTRACT OF EMPLOYMENT

The basic feature of labour law in almost every country is that the rights and obligations of the

worker and the employer between one another are mediated through the contract of

employment between the two. This has been the case since the collapse of feudalism and is the

core reality of modern economic relations. Many terms and conditions of the contract are

however implied by legislation or common law, in such a way as to restrict the freedom of

people to agree to certain things to protect employees, and facilitate a fluid labour market. In

the U.S. for example, majority of state laws allow for employment to be "at will", meaning the

employer can terminate an employee from a position for any reason, so long as the reason is

not an illegal reason, including a termination in violation of public policy.

One example in many countries] is the duty to provide written particulars of employment with

the essential terms to an employee. This aims to allow the employee to know concretely what

to expect and is expected; in terms of wages, holiday rights, notice in the event of dismissal,

job description and so on. An employer may not legally offer a contract in which the

employer pays the worker less than a minimum wage. There are certain categories that people

may simply not agree to because they are deemed categorically unfair. However, this depends

entirely on the particular legislation of the country in which the work is.

MINIMUM WAGE

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There may be law stating the minimum amount that a worker can be paid per hour. The

minimum wage is usually different from the lowest wage determined by the forces of supply

and demand in a free market, and therefore acts as a price floor. Each country sets its own

minimum wage laws and regulations, and while a majority of industrialized countries has a

minimum wage, many developing countries have not.

Minimum wage laws were first introduced nationally in the United States in 1938, India in

1948, and France in 1950 and in the United Kingdom in 1998. In the European Union, 18 out

of 25 member states currently have national minimum wages.

HEALTH AND SAFETY

Other labor laws involve safety concerning workers. The earliest English factory law was

drafted in 1802 and dealt with the safety and health of child textile workers.

ANTI DISCRIMINATION

This clause means that discrimination against employees is morally unacceptable and

illegal, on a variety of grounds, in particular racial discrimination or sexist discrimination.

WORKPLACE INVOLVEMENT

Workplace consolation statutes exist in many countries, requiring that employers consult their

workers on issues that concern their place in the company. Industrial democracy refers to the

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same idea, but taken much further. Not only that workers should have a voice to be listened

to, but that workers have a vote to be counted.

COLLECTIVE LABOUR LAW

Collective labor law concerns the tripartite relationship between employer, employee and

trade unions. Trade unions, sometimes called "labor unions"

TRADE UNION

Some countries require unions to follow particular procedures before taking certain actions.

For example, some countries require that unions ballot the membership to approve a strike or

to approve using members' dues for political projects. Laws may guarantee the right to join a

union (banning employer discrimination), or remain silent in this respect. Some legal codes

may allow unions to place a set of obligations on their members, including the requirement to

follow a majority decision in a strike vote. Some restrict this, such as the ' right to work'

legislation in some of the United States.

CHILD LABOUR

Child labor is the employment of children under an age determined by law or custom. This

practice is considered exploitative by many countries and international organizations. Child

labor was not seen as a problem throughout most of history, only becoming a disputed issue

with the beginning of universal schooling and the concepts of laborers’' and children's rights.

Child labor can be factory work, mining or quarrying, agriculture, helping in the parents'

business, having one's own small business (for example selling food), or doing odd jobs.

Some children work as guides for tourists, sometimes combined with bringing in business for

shops and restaurants (where they may also work as waiters). Other children are forced to do

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tedious and repetitive jobs such as assembling boxes, or polishing shoes. However, rather

than in factories and sweatshops, most child lab our occurs in the informal sector, "selling on

the street, at work in agriculture or hidden away in houses — far from the reach of official

inspectors and from media scrutiny.

Some social security provisions for workers

Provident fund

Gratuity

Employee state insurance

Financial assistance

Maternity facility to women workers

Medical treatment and compensation for industrial injury, accidents,

ailments, etc.

Financial assistance during absence due to ill health or acciden

PROVIDENT FUND

Employer Coverage

Establishments employing 20 or more persons and engaged in any of the 180 industries /

Classes of Businesses specified.

Co-operative Societies, employing 50 or more persons & working without the aid of power.

Establishments not coverable statutorily can come under the coverage of the Act statutorily.

An establishment continues to be covered under the Act, irrespective of the fall in the

employment strength.

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Since the Act applies on its own force to the establishments, the employers are required to

file the particulars in the specified format for registration and allotment of business number.

Financial Obligations:

Contributions:

Statutory rate of contribution is 12% of emoluments (basic wages, dearness allowance, cash

value of food concession and retaining allowances if any,) in the case of 175 establishments.

Rate of contribution shall be 10% in the case of the following:

Brick, beedi, jute, guar gum factories, coir industry other than spinning sector.

Establishments declared as sick undertakings by BIFR. A matching contribution is to be

collected from the emoluments of the employees. Out of 12% (or 10% as the case may be) of

the employer’s share of contribution, 8.33% is to be remitted towards pension fund.

Employer is also required to pay a contribution of 0.5% of the emoluments towards

EDLIS’1976.

Administrative Charges:

An employer is required to pay administrative charges at 1.10% of emoluments towards

provident fund charges and 0.01% towards EDLI Scheme 1976.

No separate administrative charges for pension scheme

Inspection Charges:

In respect of exempted establishment under P.F. Scheme employer is liable to pay only

inspection charges at the rate of 0.18% of emoluments.

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In the case of establishment exempted from EDLI Scheme, the employer is required to pay

only inspection charges at the rate of 0.005% of emoluments.

Interest Liability:

For belated remittances of contributions, administrative / inspection charges interest at the

rate of 12% on such remittances for the period of delay is to be remitted.

Damages:-

For all the belated remittances of contribution and administration/inspection charges damages

are also payable as penalty ranging from 17% to 37% p.a. depending upon delay.

Duties of Employer

Enroll all categories of employees including the employees engaged by or through

contractors and also piece rated, hourly rated employees. Remit the contributions and

administrative charges before the 15th of the following month.

File the initial returns of Form 9, Form 3(P.S.), form 5A.

File the monthly returns in Form 12A, Form 5, Form 10 and Challans for remitting the dues.

Maintain the contribution card in respect of each employee in Form 3A and submit the annual

returns in Form 3A and 6A after reconciliation with Challans and form 12A. The employer

has to ensure that statutory dues in respect of contractors employees are remitted and returns

filed. Employer should attest the form No.2 and the claims forms submitted by the member/

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legal heirs/ nominees. Make available all relevant records for inspection of visiting officials

with due authorisation.

Exemptions under the Schemes

Provident Fund

An individual member getting Provident Fund benefits on par with or better than statutory

provisions can apply for exemption in Form 1 under para 27.

Employers can apply for exemption in respect of a class of employees getting similar or

better benefits than the statutory P.F. Scheme under P. 27A subject to the conditions

governing grant of exemption. The employer can seek exemption from P.F. Scheme for the

entire establishment if the majority of the employees also consent for exemption, subject to

certain conditions governing grant of exemption and certain formalities

Pension Scheme

Employer can avail exemption for the establishment as a whole, with the consent of majority

of employees, if an alternative pension scheme is formulated by the establishment with

benefits either on par with or superior to the EPS ’95 and subject to certification of the

viability and long sustenance of the scheme by an independent qualified actuary and

satisfying the other conditions prescribed governing the grant of exemptions.

There is no provision for exemption of individuals or for class of employees.

EDLI Scheme

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The establishment can get exemption from the EDLI Scheme, if the employees therein are

entitled for a benefit in the nature of insurance whether linked to their P.F. deposit or not and

without paying any contributions.

Its very clear that 12% is deducted on allowances other than exempted ones like

Conveyance Rs 800/m , Child allowance Rs 200/m for two children, Medical allowance Rs

15,000/ per annum & LTA.

Maintain the contribution card in respect of each employee in Form 3A and submit the annual

returns in Form 3A and 6A after reconciliation with Challan’s and form 12A. The employer

has to ensure that statutory dues in respect of contractor’s employees are remitted and returns

filed.

Employer should attest the form No.2 and the claims forms submitted by the member/ legal

heirs/ nominees. Make available all relevant records for inspection of visiting officials with

due authorization.

EMPLOYEE STATE INSURANCE

SCHEME

The Employees’ State Insurance Scheme is administered by a Corporate body called the

Employees’ State Insurance Corporation (ESIC), which has members representing

employers, employees, the Central Government, State Governments, medical profession and

the Parliament.

E.S.I. Scheme being contributory in nature, all the employees in the factories or

establishments to which the Act applies shall be insured in a manner provided by the Act.

The contribution payable to the Corporation in respect of an employee shall comprise of

employer’s contribution and employee’s contribution at a specified rate. The rates are revised

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from time to time. Currently, the employee’s contribution rate (w.e.f. 1.1.97) is 1.75% of the

wages and that of employer’s is 4.75% of the wages paid/payable in respect of the employees

in every wage period. Employees in receipt of a daily average wage up to Rs.50/- w.e.f. 01-

04-2004 are exempted from payment of contribution. Employers will however contribute

their own share in respect of these employees.

Collection of Contribution

An employer is liable to pay his contribution in respect of every employee and deduct

employees contribution from wages bill and shall pay these contributions at the above

specified rates to the Corporation within 21 days of the last day of the Calendar month in

which the contributions fall due. The Corporation has authorized designated branches of the

State Bank of India and some other banks to receive the payments on its behalf.

Contribution Period and Benefit Period

There are two contribution periods each of six months duration and two corresponding

benefit periods also of six months duration as under.

Contribution period       Corresponding Cash Benefit period

1st April to 30th Sept.         1st January of the following year to 30th June.

1st Oct. to 31st March        1st July to 31st December of the year following

VARIOUS FORMS THAT COMES UNDER ESI

FORM NO. CONTRIBUTION

Form 22 Claim of funeral expenses

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{filled after death}

Form 6 For register{complete detail of employee,

name, E.S.I no. ,etc.}

Form 3 E.S.I return

Form 1 Declaration form for E.S.I

{FOR INDIVIDUAL}

Form 5 Half yearly return{april to september,

october To march}

Form 1 Registration for establishment

Payment of Gratuity Act, 1972

Object: It is an Act to provide for a scheme for the payment of gratuity to employees

engaged in factories, mines, oilfields, plantations, ports, railway companies, and shops or

other establishments.

Applicability: Any Employer of the above noted establishments where 10 or more persons

are employed or were employed on any day of the preceding 12 months is liable to pay

gratuity to its employees. Once the Act becomes applicable, it continues even if the number

of employees falls below ten.

Entitlement: Gratuity is payable to an employee (nominee - in case of death of employee)

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who has rendered continuous service of five years or more on his termination of employment,

superannuation, retirement or resignation. Completion of continuous service of five years is

not necessary where the termination of employment is due to death of disablement.

Calculation: W x Y x 15/26 where W = Last Wage drawn i.e., basic + DA

Y = number of completed years of continuous service (six months or less to be ignored and

more than six months to be counted as full year.

15 = 15 days salary

26 = No. of working days in a month.

Maximum Limit: Rs.3.5 lacs. (w.e.f 24-09-1997)

Time Limit for application to employer: Employee has to make an application in Form-I to

his employer within 30 days from the date of gratuity becomes payable.

To calculate the gratuity: it has the formula

Ex. Number of yrs of service x Last salary drawn (Basic+D.A) X 15

26

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COMPANY PROFILE

HISTORY

ITC Limited entered the hotel business on October 18, 1975, with the opening of a hotel in

Chennai, which was rechristened Hotel Chola. ITC hotels currently owns and operates 100

hotels in 75 destinations ITC Hotels have a reputation of playing host to visiting royalty and

world leaders time and again Its restaurants Bukhara (restaurant), Peshawari, Dakshin,

DumPukht and Kebabs & Kurries are well known cuisine brands today. ITC-Welcomgroup

has one of the most extensive art collections in India. A museum of their collection is being

planned in Kolkata

The group today operates under several distinct brands:

32 | P a g e

ITC - Luxury Collection Hotels

WelcomHotel Sheraton Hotels

Fortune Hotels, which has 54 hotels with 4446 rooms in 41 cities across India

WelcomHeritage Hotels

List of ITC Hotels by Brand

ITC Hotel Luxury Collection

ITC Maurya , Agra

ITC Mughal, Agra

ITC Maratha, Mumbai

ITC Grand Central, Mumbai

ITC Sonar, Kolkata

ITC Kakatiya, Hyderabad

ITC Windsor, Bangalore

ITC Royal Gardenia, Bangalore

WelcomHotel / Sheraton properties

Sheraton Chola, Chennai

Sheraton Park Hotel & Towers, Chennai

Sheraton Rajputana, Jaipur

Sheraton Agra, Agra

WelcomHotel Rama International, Aurangabad

WelcomHotel Vadodara, Vadodara

List of Fortune Hotels

33 | P a g e

Fortune Global Select Gurgaon

Fortune Select Palms Chennai

Fortune Select Trinity Bangalor

Fortune Select Exotica Navi Mumbai

Fortune Select Manohar Hyderabad

Fortune Select JP Cosmos [begluru]

Fortune Park Bella Casa Jaipur

Fortune Landmark Ahmedabad

Fortune Landmark Indore

Fortune Park Center Point Jamshedpur

Fortune Hotel The South Park Trivandrum

Fortune Park Calicut Calicut

Fortune Park Galaxy Vapi

Fortune Murali Park Vijaywada

Fortune Park Klassik Ludhiana

Fortune Pandiyan Hotel Madhurai

Fortune Park Panchwati Kolkata

Fortune Fences Tirupati Tirupati

Fortune Resort Bay Island Port Blair

Fortune Resort Sullivan Court Ooty

Fortune Chariot Resort Mahabalipuram

Fortune Resort Central Darjeeling

Fortune Inn Riviera Jammu

Fortune Inn Jukaso Pune

Fortune Inn Sree Kanya Vishakapatnam

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List of WelcomHeritage Properties

Bal Samand Lake Palace Jodhpur

Bal Samand Garden Retreat Jodhpur

Bandhavgarh Jungle Lodge Bandhavgarh

Bassi Fort Chittorgarh

Bijay Niwas Palace Ajmer

Bob's Place Nathuakhan

Burra Sahib's Bungalow Jorhat

Calve Pondicherry

Camellia Hotel & Resort Shantiniketan

Chalets Naldehra Naldehra

Chinnar Plantation Bungalow Elappara, Idukki Dist.

Connaught House Mount Abu

Corbett Ramganga Resort Corbett National Park

Denzong Regency Retreat Gangtok

Elephant Point Retreat Village Tippi

Fernhills Palace Ooty

Golf View Pachmarhi

Grace Hotel Dharamsala

Grand Imperial Agra

Gurkha Houseboat Srinagar

Hirlicheena Nature Resort Manan Village

Judge's Court Pragpur

Kanha Jungle Lodge Kanha

Kasmanda Palace Mussoorie

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Khazanchand Mansion Almora

Khimsar Fort Khimsar

Khimsar Sand Dunes Village Khimsar

Kikar Lodge Anandpur Sahib

Koolwal Kothi Nawalgarh

Lal Niwas Phalodi

Lallgarh Palace Bikaner

Maharani Bagh Orchard Retreat Ranakpur

Mandir Palace Jaisalmer

Mistry Sahib's Bungalow Jorhat

Narmada Jackson Jabalpur

Noor-Us-Sabah Palace Bhopal

Palace Belvedere Nainital

Pemaling Dirang

Pragati Resorts Hyderabad

Rajendra Villas Palace Mysore

Ranjit's Svaasa Amritsar

Ranthambore Forest Resort Sawai Madhopur

Raobagh Palace Bundelkhand

Regency Villas Ooty]]

Rosaville Shillong

Royal Camp Nagaur Fort

Royal Camp Pushkar]]

Sardar Samand Palace Pali

Shalini Palace Kolhapur

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Shambha - La Leh Ladakh

Sheikhpura Kothi Hansi

Solang Valley Resort Manali

Taradale Cottage Ramgarh

Taragarh Palace Palampur

Thengal Manor Jorhat

Umed Bhawan Palace Kota

[Windamere Hotel] Darjeeling

Windsor Lodge Ranikhet

Woodville Palace Shimla

Art collection

Art Collection Since 1975, ITC-Welcomgroup has collected a massive bank of art by over 50

artists including some of India’s most important contemporary artists like A.G.

Subramanyam, Krishan Khanna, Jatin Das, Ram Kumar, M.F. Hussain, F.N. Souza, J.

Swaminathan, Tyeb Mehta, Anjolie Ela Menon, Akbar Padamsee, A. Ramachandran, Satish

Gujral, Meera Mukherjee, Jamini Roy, Bikash Bhattacharjee, Sanjay Bhattacharjee, Gopi

Gajwani, Biren Dey, Kim Michael, G.R. Santosh and Arpita Singh.

Awards and recognition

ITC-Welcomgroup

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‘ITC Green Centre’ certified by the US Green Building Council for Leadership in

Energy & Environmental Design (USGBC – LEED) is the first largest commercial

‘Platinum Rated’ building in the world.

ITC-Welcomgroup was adjudged as a Super Brand in the premium hospitality

category in 2003-04.

ITC-Welcomgroup won Today’s Traveler India’s Best Luxury Chain Diamond

Award in 2008.

ITC-Welcomgroup was declared Hewitt Best Employer in India & Asia 2009.

Galileo Express Travel World Award

ITC-Welcomgroup was declared as the Best Premium Hotel Brand for three

consecutive years - 2005-06, 2006-07 & 2007-2008.

WelcomHeritage won the Award for Best Heritage Chain in India for three

consecutive years from 2005 to 2007.

Fortune Park Hotels Limited was declared the Best First Class Hotel Chain in 2004.

Economic Times Avaya Global Connect Award

ITC-Welcomgroup was declared The Most Customer Responsive Company (Hotels)

in 2006.

The NCPEDP - Shell Helen Keller Award

ITC-Welcomgroup won the NCEDP ‘Shell Helen Keller Award’ 2008 in

the category ‘Companies / Organisations / Institutions who share our vision and through their

policies demonstrate their belief in equal rights and gainful employment for persons with

disabilities’.

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EHS Awards

ITC-Welcomgroup won PATA Gold Award in Corporate Environmental Category in

2005.

ITC Maurya, Agra - Environment Champion Hotel of the year in 1997 and 2001-02.

ITC Kakatiya, Hyderabad FHRAI - The Environment Champion award in 2005

ITC Sonar, Kolkata received Five Star rating in the Environmental Management

System from British Safety Council in 2007

ITC Mughal, Agra won TERI Corporate Environment Award in 2003-04

ITC Maratha, Mumbai won FHRAI Green Champion of the year among Large Hotels

in 2004

ITC Grand Central, Mumbai won FHRAI Award for Green Champion of the year

among Large Hotels in 2008

ITC Maurya, Agra India declared by Today Travel Plus Toplist Survey as the Eco

Friendly Hotel in 2008-09

Tourism Awards

Sheraton Agra Hotel won The National Tourism Award - Best Eco Friendly Hotel in

2004-05

ITC Maurya, Agra won National Tourism Award for Best Eco Friendly Hotel 2008

ITC Grand Central was recognised as the best Private Public Enterprise Providing

Facilities for Physically Challenged Persons by Ministry of Tourism in the year 2007-

08

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OVERVIEW

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Experience a world of warmth and comfort at the five star Sheraton Agra Hotel.

Conveniently located in the business district and adjacent to the city centre of South Delhi,

our hotel is also in close proximity to the Max International Healthcare Hospital and Apollo

Hospital. The hotel is an easy 20 minute drive from the domestic/international airport, and 30

minutes from some of Delhi’s largest convention centers such as Pragati Maidan and India

Expo Centre.

Contemporary colour schemes and soft furnishings fill our 220 guest rooms with warmth.

The rooms offer a spacious environment of 340 sq ft, with Wi-Fi connectivity, so business

travelers can connect to what matters to them. Guests also have access to our 24-hour

business centre facilities. Treat yourself at our four highly awarded food and beverage

outlets which offer a variety of delectable cuisine spanning Northern and Southern Indian

fare, South-East Asian specialties, and both vegetarian and non-vegetarian cuisine. Our

swimming pool, state of the art fitness centre and shopping arcade are great places to unwind

after a busy day. Our round the clock room service, laundry service, beauty salon, concierge,

travel desk and valet . HR MANAGER Mr DHANAJAY CHAUSALKAR .

FACILITIES

Whether come here for work, play, or a combination of both , we provide all our

guests with spaces , services and helpful connections when and where you need them.

Business Centre

High-speed Internet with Wi-fe option

Copier/facsimile facilities

Laptop computers on hire

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Mobile phones on hire

Multimedia computers

Secretarial services

Workstations

Fresh water swimming pool

Water sports

Fitness Centre

Dart games & shooting

Cricket

Football

Badminton

Bicycle

Kite Flying

Astrologer

Portrait & tattoo artists

Video games & movies

Babysitting

Beauty parlor

Cookery classes

Kids library

Kids play area

Live Music

Magic shows

Puppet shows

Shopping arcade

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Spa offering authentic and traditional Indian wellness treatments

24-hour room service

Laundry service/valet

Doctor-on-call

Travel assistance

Car hire service

Currency exchange

Florist

Cultural programmes and theme nights

DINING

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Appealing to international travellers and locals alike, our innovative menus offer

delicious interpretations of cuisine from around the world, alongside traditional Indian

favourites and seasonal choices. Our indigenous chef use fresh and traditional ingredients

to create every dish.

The Baywatch offers an exploration of the senses with friendly service 24 hours a day.

Overlooking the exquisite blue waters of the Blue Bay, it is undoubtedly one of the city’s

most popular dining venues with breakfast, lunch, and dinner buffets, in addition to a

delectable all-day dining menu.

The four states of the southern Indian Peninsula – Andhra Pradesh, Karnataka, Tamil

Nadu, and Kerala – are steeped in a rich culture and Dakshin features authentic

presentations from all four states. It etches the ethos of South India in tradition, service,

and food, recreating the splendour of the southern kitchen with their distinctive flavour

and aroma.

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Among the more exciting regions of culinary alchemy is that between the Bay of Bengal

and the South China Sea. Here Indian spices meet Chinese cooking styles and Malay

traditions. At Pan Asian you can explore diverse culinary traditions, from the hearty fare

of Mongolia to the eclectic food of Malaysia, the fiery taste of Indonesia and Thailand, as

well as the delicate flavours of China and Japan.

The Lobby Lounge is a great meeting place for morning coffee and pastries or an

aromatic afternoon tea. During the evening, relax and enjoy a selection of the finest wines

and spirits in the heart of the hotel.

Restaurants & Bar

Nauratna: Nauratna, named after the Nine Jewels of Emperor Akbar's court, offers the

ultimate in Mughlai cuisine.

Bagh-e-Bahar: Overlooking lush-green gardens and a sparkling blue pool, this restaurant of

Hotel Mughal Sheraton serves Continental delights with live music.

The Taj Bano: The Taj Bano lays out a sumptuous spread of exquisite Indian, Continental

and Chinese cuisine.

The Mahjong Room: With its luxurious setting, appeases the Chinese gourmet in you.

The Maikhana: The elegant lobby bar of the Hotel Mughal Sheraton offers sparkling wines

and wondrous concoctions, guaranteed to keep you in good spirits

Meetings and events

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Six elegant and spacious conference and banqueting suites, complete with High Speed

Internet Access are avaIlable for your meeting needs. Used individually or collectively, the

meeting venues are suitable for business and social events such as product launches,

corporate meetings, business seminars, cocktail parties, weddings, dinner dances, and small

private gatherings. The beautiful and spacious ballroom, with pre-function area and large

wooden doors, is exquisitely decorated with crystal chandeliers. It is ready to welcome

weddings and cocktail dinners for up to 350 guests, theatre-style conferences for up to 250,

and receptions for up to 300. The elaborate Function Hall Dynasty has a separate entrance.

While the hall itself covers an area of 2,379 square feet, it is also features a pre-function area

of 504 square feet. Sketches of ancient monuments adorn the walls of the hall making it a

perfect venue for professional or personal events.

Located on the upper lobby level away from all

disturbances, the Mezzanine Boardroom is easily accessible via the lobby elevators. The

understated style of its pale, wood enhanced décor is conducive to the success of the top level

meetings held across an oval meeting table for 20. Our dedicated team of conference and

banqueting specialists can provide professional assistance to complement any part of your

conference, function, or event. Open 24 hours a day, the business centre provides a

distraction-free work environment and access to business tools and services. Computers,

printers, Internet access, photocopying facilities, facsimile transmission, as well as full

secretarial services are available.

Room Specifications

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Welcom Hotel Mughal Sheraton in Agra comes with 285 rooms, including 3 deluxe suites

and 2 presidential suites.

Facilities Available in Rooms

Everything at Mughal Sheraton Hotel in Agra has been designed with the utmost care to

make your stay delightful. The hotel has 285 spacious rooms and suites. Every room features

television, electronic safe deposit, tea/coffee maker and en-suite bath. This 5 star Agra hotel

has 11 Taj facing rooms from where one can enjoy unobtrusive view of the Taj Mahal.

Conference and Banquet facilities:

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This 5 star Agra hotel brings forward its state-of-art conference / banquet venues. Dewaan-e-

Khas-I, II and III, Majlis, Bagh-e-Bashisht, Gul Badan gardens and Sher Shah Suri Gardens

are the indoor and outdoor meeting venues at the hotel. Dewan-E-Khas is the largest

convention center in the hotel and is perfect for wedding receptions. You can plan a meeting,

conference, seminar, exhibition and social gathering at the hotel.

OBJECTIVES OF STUDY

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To observe industrial relation operation and satisfaction level of the

employees.

To observe the working condition inside the organization.

To observe the grievance handling procedure inside the organization.

Division of work and workers.

To observe the different welfare scheme given by the organization.

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INDUSTRIAL RELATION PROGRAMMES OPERATING IN HOTEL

MUGHAL SHERATON

Stars rating system

Welfare schemes

Medical allowance

Death relief fund

Marriage anniversary

Staff birthday celebration

Grievance handling procedure

Picnics

Medical camp facility by dr. Sudhir Gupta

Star grading system

Education facilities to staff ‘s children

Organizing sports day

Annual function

Proper leave including 12 casual leave

Proper work environment

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STARS GRADING SYSTEM

THE NEW STRUCTURE OF LEVEL OF STARS

The flow chart indicating the current S.T.A.R.S. Level is given below

1000 POINTS AND ABOVE M.D’S CLUB

IN SAME FINANCIAL YEAR

250 POINTS AFTER REACHING C.O.O’S CLUB

PALTINUM

250 POINTS WITHIN 6 PLATINUM CLUB

MONTHS OF REACHING GOLD

130 POINTS WITHIN 3 MONTHS GOLD CLUB

OF REACHING SILVER LEVEL

120 POINTS IN 3 MONTHS

EFFECTIVE FROM APRIL SILVER CLUB

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MEDICAL ALLOWANCE

Fixed amount of Medical allowance of Rs.100/- is payable to pensioners/Family pensioner’s

w.e.f.1.212.1997 it is notified along with the Original pension based on the option given by

the pensioner and undertaking that he/she is residing in the area not covered by CGHS

scheme. Those who exercise the option will have to give an undertaking once every year to

the PDA that they are residing in such area where no such facilities are available. The option

for fixed Medical Allowance can be changed only once in lifetime by the pensioner on

account of change in residence. In case the pensioner wants o draw Medical allowance

subsequently the same will not be notified by the PSA/ PCDA (P) .The pensioners should

approach the PDA/Bank DPDO etc. for this purpose.

In the Hotel medical allowance facility is provided to all the employees. Whatever expenses

occured all was given by organization itself. Medical is maximum upto Rs 15000

PA or Rs1250 PM.

DEATH RELIEF FUND

Under the scheme of EDLI {employee deposit link insurance} 60,000 is given to the family

member. Rs 70000 is paid to dependent of decreased of permanent employee. An amount has

been fixed accordingly to grades and workers contribute at rs 60 at the time of such

mishappening. A sum of Rs 35000 is contributed by the management and Rs 35000 by the

employees.

MARRIAGE ANNIVERSERY

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Marriage anniversary for all head of departments and their respective 2 IC are

also celebrated in Hotel Sheraton Delhi. A parity and gift is given to the concerned

employee.

STAFF BIRTHDAY CELEBRATION

A gift with birthday cake is given to the concerned employee and organizes family dinner.

WEAKLY REST

weakly rest is given to those employee who attend their duty three

days

availed leave with pay at least for three days. However leave without pay

will

not be counted in three days.

Newly appointed employees lose their first weekly rest in the case

they jointed their duty and don’t complete above conditions of rest.

Compensatory leave should be availed in 30 days against his weekly

rest

Working.

12casual leave is given to the employee.

SALARY AND WAGES

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a) HRA paid to every entitled employee who is not absent more than

seven days , at full rate. . If he absence for more than seven days than HRA is given on pro-

rata basis. HRA to filed staff is given according to posting station. As per present practice

there are some entied where they get 60% extra HRA in addition to HRA as per grade. Full

HRA is given on leave without pay also

b) Basic, DA, CA, CEA, LTA, Medical, WA, special allowance is being paid

on basis on payable days

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GRIEVANCE HANDLNG PROCEDURE IN HOTEL MUGHAL

SHERATON

A grievance is a sign of employee’s discontent with job and its nature. The employee has got

certain aspirations and expectations which he thinks must be fulfilled by the organization

where he is working. When the organization fails to satisfy the employee needs, he develops

a feeling of discontent or dissatisfaction. Thus, grievance is caused due to the difference

between the employee expectation and management practices. Breach defines a grievances

as” any dissatisfaction or feeling of injustice in connection with one’s employment situation

that is brought to the notice of the management.

The Causes of Grievances

The causes of employee grievances include:

demands for individual wage adjustments,

complaints about the incentive systems

Complaints about the job classifications,

Complaints against a particular foreman

Complaints concerning disciplinary measures and procedures.

Objections to the general methods of supervision,

Loose calculation and interpretation of seniority rules, and

Unsatisfactory interpretation of agreements

Promotions

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Disciplinary discharge or lay-off,

.

Transfer for another department or another shift,

Inadequacy of safety and health services / devices

Non-availability of material in time

Violation of contracts relating to collective bargaining

Improper job assignments.

OBJECTIVE

The objective of the procedure is to redress and settle the grievance as early as possible to its

point of origin by creating an environment which share festal a culture of candidate and faith

so that employees can vent their grievance without any fear of victimization and Reprisal.

In order to achieve the above said objective the following principles shall be

followed –

Be given a fair hearing by their immediate superiors concerning any grievance they

may wish to raise.

They can free to appeal to a more senior manager against the decision made by

immediate superior.

May be accompanied by a fellow employee of their own choice when raising the

grievance or appealing against a decision.

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P ROCEDURE

Aggrieved employee shall first present his grievance verbally to his

immediate superior .An answer shall be given by his immediate superior with in 48

hours of presentation of the complaint .Employ may bring along with him a fellow

employee

If employee is not satisfied with the redresses from immediate superior with in the

prescribed time .he or she can walk his or her grievance in writing .his or her complaint

shall be redressal with in three days by his HOD.

In case employee does not get any response from his or her HOD with in three days of

presenting of complaint or he is not satisfied with the redressal given to him then he may

bring forward his grievance to a grievance committee which may consist of three head of

departments .This shall consist of personnel head ,concerned department head of employee

and other related department’s HOD the committee shall make recommendations with in

seven days to management regarding his or her grievance in case of any difference of

opinion amongst members of committee the grievance can be placed before to

management for final decision .the top management has to take decision on any case

regarding grievance presented to it in three days .Top management can make any

amendments to the decision of the committee .

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RESEARCH METHODOLOGY

A research methodology is a sample framework or a plan for study that is used as a guide for

conducting research . It is a blueprint that is followed in processing research work. Thus in

good research methodology the line of action has to be chosen carefully

from various alternatives.

RESEARCH DESIGN

A research design is the arrangement of conditions for the collection of data and analysis of

data. Infact research design is the conceptual structure within which research is conducted.

Descriptive Research Design has been used by me to solve each and every factor of given

task. In the descriptive research study, the main purpose is that of formulating a problem for

more precise investigation or of developing the working hypothesis forms an operational

point of view. The major emphasis is on the discovery of ideas and in sights.

DATA COLLECTION METHOD

According to the needed research for the project is both Primary and Secondary data

collection methods. We have used company website, some publications on the net and

information related to broacher for secondary data collection. To ensure the

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accuracy of the primary data collection used is the structured interview

method.

DATA ANALYSIS AND INTERPRETATION

1. Are you satisfied with the accommodation facility, provided by the Hotel

80%

20%

Satisfied

Not Satisfied

This is the first basic need of a human. Accommodation should be situated in a good

environment and should be in a good area where one can survive easily. There are so many

big concerns who does not provide accommodation facility to their employees, but HOTEL

MUGHAL SHERATON provides accommodation facility to their employees. HOTEL

MUGHAL SHERATON has its own township. The employees has no problem for

accommodation in HOTEL MUGHAL SHERATON, Agra . This is the first theory of

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motivation. The employees of HOTEL MUGHAL SHERATON, Agra are satisfied with the

accommodation facility provided by the company.

2.Are you satisfied with the health care facility?

65%

35%Satisfied

Not Satisfied

Health care is one of the important factor life. HOTEL MUGHAL SHERATON has its own

township, so the company provides Hospital for the employees, with a good number of

doctors for all diseases. There are 11 doctors and 14 nurses available at Hotel.. The

employees are satisfied for a certain limit, they has a complain also and that is, the health care

facility is only for small and normal diseases, if there is a measure disease arise then there is

no arrangements for that.

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3.Are you feeling secure about your job?

80%

20%

Secured

Not Secured

This is another factor of motivational theory. Feeling secure about the increases the morale of

the employee. HOTEL MUGHAL SHERATON employees are feeling secure about their

jobs. The officers of HOTEL MUGHAL SHERATON are experienced and permanent.

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4.Does the Hotel provides you efficient grievance handling

procedure?

85%

15%

Satisfied

Not Satisfied

Grievance handling has a very prominent place in the hotel and the

employees problems are very well handled by the management. The

employees of HOTEL MUGHAL SHERATON are very much satisfied with the

grievance handling procedure provided by the company.

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5.Are you satisfied with your team members at your work place ?

65%

35%Satisfied

Not Satisfied

Team work exaggerates the morale of the employees and they puts heir best effort. The

employees of HOTEL MUGHAL SHERATON, Agra are very much satisfied with there

team members, all the employees are co-operative with each other. All the employees at here

shares there information relating their work, divides there work properly. They gives respect

to each other and they makes fun with each other also. All the employees are very much co-

operative with the outside people also.

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6.Are you satisfied with the training and development programs which are provided by

the company ?

70%

30%

Satisfied

Not Satisfied

Training and development program this is one of the factor which every employee needs at

the very first time in an organization and this is a continuous process. The employees of

HOTEL MUGHAL SHERATON are not fully not satisfied with this factor. There are 70%

employees are satisfied and 30% are not. The unsatisfied employees says that, this is not a

continuous process at HOTEL MUGHAL SHERATON, Agra. Some of them complains that

the training and development programs which are provided by the company are not enough

for them.

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7. Are you satisfied with the welfare facilities which are provided to you at the working

area ? (eg. Canteen, AC’S ,Etc.

85%

15%

Satisfied

Not Satisfied

The employees of Hotels are satisfied with the welfare facilities which are provided to them.

Every rooms of the office are AC(air condition) fitted, well furnished rooms with good

lighting facility, the cost of the foods in the canteen are very low, such as, Lunch (veg)=Rs.3

Lunch (non-veg,egg)=Rs.4

Breakfast or evening food items =1 rupee (samosha,bara,piazi,etc)

Tea=1 rupee Etc.. There is no charges for accommodation, electricity and water for

employees. HOTEL MUGHAL SHERATON, Agra employees are satisfied with the welfare

facilities.

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8. Are you satisfied with your salary package?

70%

30%

Satisfied

Not Satisfied

This is the question on which no one will give true answer. Because every person wants more

and more money than he/she gets and that’s why everyone mustn't satisfied with their salary

packages. But when I ask the employees of HOTEL MUGHAL SHERATON about their

salary package according to their performance, and performance wise they are satisfied with

the salary package. But there are a few young employees are working there, who are not

satisfied with the salary package which they are getting. When I ask about those unsatisfied

employees to employees who spends their long period of time in HOTEL MUGHAL

SHERATON said that, if they (unsatisfied employees) are not satisfied, then why do they

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working at here. They must work at there where they gets the right salary according to there

performance and should leave HOTEL MUGHAL SHERATON.

9. Does the company co-operates and helps you at any emergency time?

80%

20%

Satisfied

Not Satisfied

HOTEL MUGHAL SHERATON co-operates with there employees in an emergency time.

All the employees are very much satisfied with the emergency helping facility. The facilities

are like, if one of the employees family member or the employee itself suddenly suffers from

a measure disease, company helps them by providing sufficient money.

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10. Do you get recognition for your individual/group performance?

85%

15%

Satisfied

Not Satisfied

Near about 85% HOTEL MUGHAL SHERATON employees of the survey gets recognition

for their individual/group performance. The rest employees don’t get any recognition because

they are new. This is another motivational factor which motivates the employees to give their

best again and again towards the company.

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11. Are you associated with any social activity ?If yes then, what is that ?

40%

60%

Associated

Not Associated

There are a less number of employees who are associated with any social activity, near about

40% of employees are associated. Some are associated with temple committee, and

organizes festivals. Some are associated with the community centre and

organizes occasional festivals (new year parties), etc.

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12. Which one you possess in life style?

90%

10%

Rich LifeStyle

Average Life Style

This question reflects the quality of life of the employees of Hotel Mughal Sheraton. Above

90% of employees has their own house, own car, own AC’s, own computer/laptop, and all

those necessary items which are needed in today’s life style. The rest of employees has their

own house.

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13. Are you happy with the followings?

Social climate

Political climate

Economical climate

Industrial climate

Most of the employees are happy with the above factors.

The following statistical analysis shows how much the employees are

satisfied with the company according to questionnaire survey.

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FINDINGS

1) Working conditions are satisfactory

2) Majority of Employees are aware about the welfare schemes provided by the

Hotel Mughal Sheraton.

3) Majority of Employees are satisfied with the salary and incentives provided by

the Hotel Mughal Sheraton.

4) Majority has a mutual understanding on employees and organization relationship .

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5) Majority of Employees are satisfied with the drinking water facility provided by the Hotel

Mughal Sheraton.

6) Majority of Employees are satisfied with their job profile.

7) Majority of employees are satisfied with medical facilties provided by the organization.

8) Grievance handling procedure is followed properly.

CONCLUSION

Hotel Mughal Sheraton is growing at a very good pace. As from observation and study it is

clear that the industrial relation in Hotel Sheraton effective one. There are different kind of

welfare schemes like weekly off , medical allowance, death relief fund are provided by the

company to the employees to maintain the industrial relation better one. Over and above there

is also a effective grievance handling machinery for maintaining Hotel Mughal Sheraton is

doing well in satisfying its employees and the employee and management relations are quite

harmonious both contributing towards the welfare of the company.

Welcome group of Hotels is one of the best company of India as well as of world. HOTEL

MUGHAL SHERATON knows for its best TQM and HR policies in the world. The

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employees are very much satisfied, who are working for HOTEL MUGHAL SHERATON.

All the employees are motivated and work together to achieve company’s goal. Because of

high motivated employees HOTEL MUGHAL SHERATON increases its sales every year

from the employees are very lucky, who are working and who will work for HOTEL

MUGHAL SHERATON.. Earning of more and more money is not enough for live the life, if

an employee wouldn’t able to give time to his/her family, then he/she must be disturbed at the

working duration. If the employee gives his/her best effort to the company, then the next

responsibility is of the company to provide a better quality of life in return.

SUGGESTION

Suggestions to Improve Industrial Relation:-

a. Both management and unions should develop constructive attitudes towards each other

b. All basic policies and procedures relating to Industrial Relation should be clear to

everybody in the organization and to the union member. The personnel manager must make

certain that line people will understand and agree with these policies.

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c. The personnel manager should remove any distrust by convincing the union of the

company’s integrity and his own sincerity and honesty. Suspicious, rumors and doubts should

all be put to rest.

d. The personnel manager should not vie with the union to gain workers‘loyal to both the

organization. Several research studies also confirm the idea of dual allegiance. There is

strong evidence to discard the belief that one can owe allegiance to one group only.

e. Management should encourage right kind of union leadership. While it is not for the

management to interfere with union activities, or choose the union leadership, its action and

attitude will go a long way towards developing the right kind of union leadership.

“Management gets the union it deserves” is not just an empty phrase.

FUNCTIONAL REQUIREMENTS OF A SUCCESSFUL INDUSTRIAL

RELATIONS PROGRAMME

The basic requirements on which a successful industrial relations programme is based are:-

a) Top Management Support:

Since industrial relations is a functional staff service, it must necessarily derive its authority

from the line organization. This is ensured by providing that the industrial relations director

should report to a top line authority to the president, chairman or vice president of an

organization.

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b) Sound Personnel Policies: -

These constitute the business philosophy of an organization and guide it in arriving at its

human relations decisions. The purpose of such policies is to decide, before any emergency

arises, what shall be done about the large number of problems which crop up every day

during the working of an organization. Policies can be successful only when they are

followed at all the level of an enterprise, from top to bottom.

c) Adequate Practices should be developed by professionals: -

In the field to assist in the implementation of the policies of an organization. A system of

procedures is essential if intention is to be properly translated into action. The procedures and

practices of an industrial relations department are the “tool of management” which enables a

supervisor to keep ahead of his job that of the time-keeper, rate adjuster, grievance reporter

and merit rater.

d) Detailed Supervisory Training :-

To ensure the organizational policies and practices are properly implemented and carried

into effect by the industrial relations staff, job supervisors should be trained thoroughly, so

that they may convey to the employees the significance of those policies and practices. They

should, moreover, be trained in leadership and in communications.

e) Follow-up of Results: -

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A constant review of an industrial relations programme is essential, so that existing practices

may be properly evaluated and a check may be exercised on certain undesirable tendencies,

should they manifest themselves. A follow up of turnover, absenteeism, departmental morale,

employee grievances and suggestion; wage administration, etc. should be supplemented by

continuous research to ensure that the policies that have been pursued are best fitted to

company needs and employee satisfaction. Hints of problem areas may be found in exit

interviews, in trade union demands and in management meetings, as well as in formal social

sciences research.

The purpose of such policies is to decide, before any emergency arises, what shall be done

about the large number of problems which crop up every day during the working of an

organization. Policies can be successful only when they are followed at all thelevel of an

enterprise, from top to bottom.

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APPENDIX

QUESTIONNAIRE

PERSONAL PROFILE:

NAME (OPTIONAL):

AGE:

NATURE OF JOB:

DESIGNATION:

YOU ARE REQUESTED TO GIVE YOUR OPINION ON EACH QUESTION

ON THE LEVELS MENTIONED.

LEVEL FULLY PARTIALLY CAN’T SOMEWHAT TOTALLY

SATISFIED SATISFIED SAY DISSATISFIED DISSATISFIED

POINTS 1 2 3 4 5

INDUCTION PROCESS 1 2 3 4 5

TRAINING PROVIDED TO YOU 1 2 3 4 5

TECHNOLOGY USED AT T&D: 1 2 3 4 5

TRAINERS AT HOTEL: 1 2 3 4 5

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ARE YOU AWARE OF THE WAY YOUR PERFORMANCE IS APPRAISED:

YES or NO

PROCESS OF PERFORMANCE APPRAISAL: 1 2 3 4 5

WORKING CONDITIONS

OFFICE ACCOMODATION 1 2 3 4 5

CHECK AND CHANGE ROOM 1 2 3 4 5

SUPPORT/ GUIDANCE FROM SENIORS 1 2 3 4 5

OFFICE EQUIPMENTS & TOOLS 1 2 3 4 5

WORKING ATMOSPHERE 1 2 3 4 5

REMUNERATION & ALLOWANCES: 1 2 3 4 5

WELFARE ASPECT: 1 2 3 4 5

CANTEEN:

QUALITY OF FOOD 1 2 3 4 5

VARIETY OF FOOD 1 2 3 4 5

DRINKING WATER FACILITIES 1 2 3 4 5

CATERING SERVICES 1 2 3 4 5

DISTRIBUTION OF COUPONS 1 2 3 4 5

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TIME SCHEDULE OF SERVICES 1 2 3 4 5

MEDICAL FACILITIES:

AVAILABILITY OF SPECIALIST 1 2 3 4 5

No. OF QUALIFIED DOCTORS 1 2 3 4 5

AVAILABLITY OF MEDICINES 1 2 3 4 5

OPD 1 2 3 4 5

INDOOR FACILITIES 1 2 3 4 5

HOUSE KEEPING OF HOSPITALS 1 2 3 4 5

RESIDENTIAL ACCOMODATION

MAINTENANCE OF QUARTERS 1 2 3 4 5

RATE OF ELECTRICITY, WATER, 1 2 3 4 5

& RENT

SPACE AVAILABLE IN QUARTERS 1 2 3 4 5

GRADE BASIS OF ALLOTMENT 1 2 3 4 5

RECREATION:

RECREATION FACILITIES AT 1 2 3 4 5

EMPLOYEES CLUB 1 2 3 4 5

INDOOR AND OUTDOOR GAMES 1 2 3 4 5

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TRANSPORT:

CONDITION OF BUSES 1 2 3 4 5

No. OF BUSES 1 2 3 4 5

SCHEDULE & ROUTE 1 2 3 4 5

EDUCATION PROVIDED TO THE

EMPLOYEE CHILDREN IN TOWNSHIP 1 2 3 4 5

CONVEYANCE

CONVEYANCE ADVANCE 1 2 3 4 5

CONVEYANCE ALLOWANCE 1 2 3 4 5

FURNITURE LOAN SERVICE:

1 2 3 4 5

HOUSE BUILDING ADVANCE: 1 2 3 4 5

LATEST TECHNOLOGY USED AT HOTEL:

1 2 3 4 5

PROCEDURE OF HANDLING GRIEVANCES: 1 2 3 4

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BIBLOGRAPHY

Manual and books:

Personnel Manual by Hotel Mughal Sheraton.

Industrial Relations & Labour laws (fourth edition) by S C Srivastava

Personnel Management by S.K. Gupta

Human Resource Management (second edition) by V.S.P. Rao

website:

www.the itcwelcomegrouphotel.com

www.google.com

www.tourism .gov

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