Human Resource at Taj Hotels
Ashwini Satish 21403769 Word Count : 2575
Appendices
Rodger seven-point plan Physical characteristics –appearance, speech and manner. Attainments – educational/professional qualifications, work experience considered necessary for the job. General intelligence – such as the ability to define and solve problems. Special aptitudes – skills, attributes or competencies relevant to the job. Interests – work related or leisure pursuits that may have a bearing on the job. Disposition – job-related behaviours, for example demonstrating friendliness. Circumstances – for example domestic commitments or ability to work unsocial hours Figure 1. Source :Dennis Nickson (2007)
Munro Fraser five-fold grading system Impact on other people – similar to Rodger‘s physical make-up. Qualifications and experience – similar to Rodger‘s attainments. Innate abilities and aptitude – similar to Rodger‘s general intelligence. Motivation – a person‘s desire to succeed in the workplace. Adjustment – personality factors that may impact on things like ability to cope with difficult customers. Figure 2 .Source : Dennis Nickson (2007)
Taj-style customer centricity include: 1) A values-driven recruitment system that emphasizes integrity and duty over talent and skills 2) Training of customer ambassadors who serve the guest first and the company second 3) A recognition-as-reward system that values well-earned plaudits--from customers, colleagues, and immediate supervisors—over money and advancement.
Figure 3 Source : Deshpande and Raina (2011), The Ordinary Heroes of the Taj, Harvard Business Review
The settlement given to every deceased member ranged from Rs. 36 lakhs to Rs. 85 lakhs in addition to the following benefits: Full last salary for life for the family and dependants of a deceased person; Complete responsibility for the education of children and dependants anywhere in the world; Full medical facility for the whole family and dependants for rest of their life; All loans
Appendices
Rodger seven-point plan Physical characteristics –appearance, speech and manner. Attainments – educational/professional qualifications, work experience considered necessary for the job. General intelligence – such as the ability to define and solve problems. Special aptitudes – skills, attributes or competencies relevant to the job. Interests – work related or leisure pursuits that may have a bearing on the job. Disposition – job-related behaviours, for example demonstrating friendliness. Circumstances – for example domestic commitments or ability to work unsocial hours Figure 1. Source :Dennis Nickson (2007)
Munro Fraser five-fold grading system Impact on other people – similar to Rodger‘s physical make-up. Qualifications and experience – similar to Rodger‘s attainments. Innate abilities and aptitude – similar to Rodger‘s general intelligence. Motivation – a person‘s desire to succeed in the workplace. Adjustment – personality factors that may impact on things like ability to cope with difficult customers. Figure 2 .Source : Dennis Nickson (2007)
Taj-style customer centricity include: 1) A values-driven recruitment system that emphasizes integrity and duty over talent and skills 2) Training of customer ambassadors who serve the guest first and the company second 3) A recognition-as-reward system that values well-earned plaudits--from customers, colleagues, and immediate supervisors—over money and advancement.
Figure 3 Source : Deshpande and Raina (2011), The Ordinary Heroes of the Taj, Harvard Business Review
The settlement given to every deceased member ranged from Rs. 36 lakhs to Rs. 85 lakhs in addition to the following benefits: Full last salary for life for the family and dependants of a deceased person; Complete responsibility for the education of children and dependants anywhere in the world; Full medical facility for the whole family and dependants for rest of their life; All loans
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