CHAPTER 1
INTRODUCTION
Tourism is a pleasure activity. Tourism arises from the movement of people to and their stay in different destination the movement is of a temporary and short duration and there has to be a particular purpose behind to this.
In 1976 tourism society of England defines it as tourism is the temporary short team movement of people to destination outside the place where they normally work and their activities during the stay at each destination it include movement of all purpose
Organization study was carried in Kerala tourism development corporation it corporate office located at Trivandrum
The fastest growth of the tourism industry has created a demand for new tourism has wider implication passing not only economic benefits but also social and cultural benefits as well
Tourism is a benefits of providing travel ,accommodation, food ,entertainment for the people who have travel tour , trade etc .all tourism include some land of travel but all travel is not tourism
The Kerala tourism development corporation is a public sector undertaking that conducts and regulates the tourism activities of India state of Kerala the KTDC is headquarter in Trivandrum and has office across all the districts of Kerala the agency also operates hotels resorts and tourist rest houses in key locations in the sate it‘s official slogan is official host to ―god‘s own county‖ it is one of the most profitable ventures of the Kerala.
1.1 OBJECTIVES OF THE STUDY
To get in touch with the industrial and organizational environment.
To understand the actual working condition in the organization.
To evaluate the overall performance of the organization in promoting the tourism industry in Kerala.
To know about organizational structure.
To understand the functions of different departments in the organization.
To get familiarization with the policies and procedures of the organization.
To analyze the strengths, weaknesses, opportunities and threats of the organization.
1.2 METHODOLOGY
Data was collected from both primary as well as secondary sources. Primary data was collected through observation and from direct personal interviews with selected
personnel. Secondary data has been collected from the Company website, annual report of the company, journals and magazines, catalogue, brochures etc.
1.3 PERIOD OF THE STUDY
The organization study was conducted at KTDC Hotels and Resorts Ltd for a period of one week from 29th July to 5th August 2013.
1.4 SCOPE OF THE STUDY
The study was undertaken to get a clear cut idea regarding the functioning of the organization. The study is useful in assessing the quality and performance of the
organization. The study covers the entire functioning of the organization, the activities of different departments, the co-ordination among the departments etc. Also the study helps in bridging the gap between theory and practice of management.
1.5 LIMITATIONS
Limited time was a major constraint. As the time allotted for the study was only one week, detailed study was not possible.
Since the managers of different departments were engaged in various projects, the collection of data through interviews was a bit difficult.
Employees were not able to spend time due to their work adjustments.
CHAPTERISATION
Chapter 1: Gives an introduction to the study. This chapter includes
objectives of the study, scope of the study, methodology and limitations of the study.
Chapter 2: Deals with the industry in which KTDC is operating.
Chapter 3: Deals with the company profile, vision, mission, objectives &product profile.
Chapter 4: Organizational Structure and Functional Departments.
Chapter 5: SWOT analysis.CHAPTER 2
2.1. WORLD TOURISM
Tourism has emerged as the largest service industry globally in terms of gross revenue as well as foreign exchange earnings. It is travel for recreation, leisure or business purposes. The World Tourism Organization defines Tourists as people "traveling to and staying in places outside their usual environment for not more than one consecutive year for leisure, business and other purposes."
The importance of technology innovation in tourism, especially of the World Wide Web, has increased tremendously over the past years and this trend will certainly continue. Early forms of technology in the travel and tourism industry were systems which linked tour operators to travel agencies via terminals and allowed travel agents to make
bookings through the system. Various high- tech information and communication technologies are used in tourism sector all around the world. They are used for tourism product development, marketing, distribution, and training of tourism sector personnel. Tourism has become a popular global leisure activity. In 2010, there were over 940 million international tourist arrivals worldwide; representing a growth of 6.6% when compared to 2009.International tourism receipts grew to US$919 billion in 2010, corresponding to an increase in real terms of 4.7%.
As a result of the late-2000s recession, international travel demand suffered a strong slowdown from the second halfof2008 through the end of 2009. After a 5% increase in the first half of 2008, growth in international tourist arrivals moved into negative territory in the second half of 2008, and ended up only 2% for the year, compared to a 7% increase in 2007. This negative trend intensified during 2009, exacerbated in some countries due to the outbreak of the HINI influenza virus, resulting in a worldwide decline of 4.2% in 2009 to 880 million international tourists‘ arrivals, and a 5.7% decline in international tourism receipts. International tourist arrivals reached a total or 980 millions in 2011, up from 940 million in 2010.
Tourism is important and in some cases vital for many countries, such as France, Egypt, Greece, Lebanon, Israel, the United States, the United Kingdom, Spain, Italy, and Thailand, and many island nations, such as Mauritius, The Bahamas. Fiji, Maldives,
Philippines and the Seychelles. It brings in large amounts of income in payment for goods and services available, contributing an estimated 5% to the worldwide gross domestic product (GDP), and it creates opportunities for employment in the service industries associated with tourism. These service industries include transportation services such as airlines, cruise ships and taxicabs; hospitality services, such as accommodations, including hotels and resorts; and entertainment venues, such as amusement parks, casinos, shopping malls, music venues and theatres.
Fig. 2.1 International Tourist Arrivals (in millions)
(Source: Secondary data)
Technological advantages in transport and communication have made the world more accessible to more people, and aroused the desire to experience more of it. Higher incomes in the western world and increased leisure time contribute to demand. As countries develops the desire to experience more to it... As countries develop, the desire for contribute to demand. As country develops, the desire for travel and tourism grows among the people. China and Eastern Europe are examples of the development of the freedom and means to travel not available even ten years ago.
Table No. 2.1: Growth rate of travel and tourism market
(Source: Secondary data)
2.2 TOURISM IN INDIA
Tourism is one of the fastest growing sectors of the Indian economy, bringing foreign exchange earning to the country. As a manner of fact, travel and tourism industry is the second largest foreign exchange earner of India, and the government has given travel and tourism organizations export house status. The tourism industry also provides
employment to millions of people both directly and indirectly through its linkage with other sectors of economy. According to an estimate, total direct employment in the tourism sector alone is around 20 million. The buoyancy in the tourism industry can be attributed to several factors.
First, the tremendous growth of the economy has resulted in more disposable income in the hands of middleclass, there by prompting increasingly large number of people to spend money on vacations abroad or home. This combined with the increasing awareness about‖work life balance‖ and an increase sense of adventure is driving the double-digit
growth rate for domestic and outbound travel from India.
Second India is a booming IT hub and more and more people are coming to India for business trips.
Third, aggressive advertising campaign ‖incredible India‖ by tourism ministry has played a major role in changing the image of India from that of the land of snake charmers to a hot and happening place and has sparked renewed interest among foreign travelers. The increased disposable incomes and willingness to splurge on seeing the world has led people taking more holidays of shorter durations. This was led to the evolution of a new ‘Weekend Getaway ‗concept. More and more travelers are opting for the lesser travelled road within the country and plan their travel to these destinations during the
weekends/short breaks. A large population, rising income levels and changing conception patterns together have created a large addressable market in 2002, the government
announced a new tourism policy to give boost to the sector. The policy was built around seven 5 — Mantra of Swaagat (welcome), Soochanaa (information), Suvidhaa
(facilitation), Surakshaa(security), Sahyog (cooperation), Sanrachnaa (infrastructure), and Safaai (cleanliness).
The policy proposes the inclusion of tourism in the concurrent list of the Constitution to enable the Central and State Governments to participate in the development of the sector. The policy also advocated no approvals required for foreign equity of up to 51% in tourism projects and NRI investment up to 100% were allowed. In addition 50% of the profit derived by hotels, travel agents and tour operators in the foreign exchange are expect from income-tax. The remaining profits are also exempt if reinvested in a tourism related project.
2.3 TOURISM IN KERALA
2.3.1 LOCATION
Kerala lies on the tropical Malabar Cost of southernmost tip of Lydia. It is placed between the Western Ghats mountain range on the east and the Arabian Sea on the west.
Legend says that Parashuram, the sixth incarnation of Lord Vishnu threw his axe into the sea from Gokarnam (near present day Mangalore) and it is believed the sea retreated from where his axe fell to give birth to Kerala!
2.3.2 KERALA- GODS OWN COUNTRY
Kerala is the one of the most popular tourism destination in the country. It is named as one of the ten paradises of the world by the National Geographic Traveler. Kerala is famous especially for its ecotourism initiatives. Within its breath taking natural beauty, Kerala attacked people even from abroad. Its unique culture and traditions, coupled with its varied demography, has made Kerala one of the most popular tourist destinations in the world. Growing at a rate of l3.3 l %. The tourism industry is a major contributor to the state's economy. Kerala is probably the greenest place we will ever see. The coconut palms, emerald paddy fields, the red tiles houses, the beautiful lakes and beaches will remain long lasting impression to any visitors. The colorful festivals, various types of dances, martial arts and wildlife sanctuaries are the other attractions.
On the time of 1980s, Kerala was a relatively an unknown destination, with most tourists concentrated around the northern parts of the country. So Kerala government launched the Kerala Tourism Development Corporation agency that oversees tourism prospects of the state and for the growth of the tourism industry. The tagline of Kerala ―God's Own Country‖ was adopted in its tourism promotions and became a global super brand. Kerala is regarded as one of the destinations with the highest brand in tourism. Infrastructure facilities starts to develop and tourism now contributes a fair share to the state economy.
2.4 SECTORS
2.4.1Joint Venture Companies
TRKL has been able to enter joint venture agreements with industry majors like Taj& Oberoi, Hotels of India. The Joint Venture Company with Indian Hotel Company Ltd. of Taj group under the name Taj Kerala Hotels and Resorts Ltd (TKHRL) is currently
operating hotels at Varkala, Kumarakom&Ernakulam.
2.4.2 PPP Model Projects
The consistent growth of tourism sector in Kerala and consequent growth in inflow of tourists in the state creates an infrastructure gap and hence need for developing new viable projects in the sector. By utilizing unutilized land under the Government and combining the strengths of the Government and Private sector, large scale tourism projects on Public-Private –Partnership (PPP) mode are being planned by TRKL. As part of this, activities for setting up of large scale tourism projects on PPP mode are being taken up now at Veli and Varkala in Thiruvanathapuram. More projects on this at other places are also on the anvil.
2.4.3 Government Owned Projects
Tourism Based Public Infrastructure Projects: TRKL is engaged in developing tourism based public spaces at various places in Kerala. The projects implemented by TRKL under this category are,
Saraovaram Bio Park, Kozhikode Overbury‘s Folly, Thalassery Sea View Park, Thalassery Centenary Park, Thalassery
On commissioning, the projects were handed over to Destination Management Councils (DMC)/DTPC for day to day maintenance and management. The works of conservation of Thali Temple premises at Kozhikode is in the final stage.
2.4.4SAPARYA (Synergizing Actions through Participatory Approach) Tourism Project
SAPARYA is a pioneering effort of Kerala Tourism for mapping and developing the tourism resources of a destination, for comprehensive development, through participatory
approach. The project put forwards a bottom up approach in participatory planning and development involving inclusive community sensitization and consultation at the LSGI level and also with NGOs, Institutions, Travel – Trade & Hospitality Industries, Experts, and Local People etc. This unique approach will help in creating and developing new tourism projects and untapped destinations within Kerala thereby opening new revenue and growth opportunities for the state. The unique proposition of overall development of the destination through tourism by integrating other sectors like Agriculture, Fisheries, Traditional industries etc. by linking them to tourism through products like village life experiences etc. and optimum utilization of Government Resources through integrated development planning can bring in huge rewards to the state. The pilot phase is being implemented in selected regions in Pathanamthitta, Kottayam, Kannur and
Kasaragod districts.
2.4.5EnteNaadu Resident Entrepreneur– Non Resident Keralite(RE-NRK) Partnership
Projects
―Ente Nadu PravasiKoottayma‖ was organized and conducted at the International Convention Centre, Hotel Le‘ Meridian, Kochi on 23rd December 2008 to provide a conducive platform for NRKs and resident entrepreneurs to meet and start new business ventures. TRKL was designated as the nodal agency for conducting the meet. The meet acted as an initial stepping stone for this. Subsequently, a web based platform –
www.trkl.in was developed and hosted to provide, a permanent platform for investment facilitation that provides opportunity to,
i. Submit projects for facilitation ii. View projects in the Project Bank
iii. Schedule meetings among Entrepreneur/ Investor/TRKL
iv. Understand about tourism infrastructure opportunities and access tourism related Information
2.5 COMPETEITORS
2.5.1 PUBLIC SECTOR PLAYERS
• ITDC hotels
• Hotel Corporation of India
2.5.2PRIVATE SECTOR PLAYERS
• Indian Hotels Company Ltd (The Taj Hotel Resorts and palaces) • Oberoi Hotels
• Hotel Leela Venture • Asian Hotels Ltd
CHAPTER 3
3.1 BACKGROUND
KTDC HOTELS AND RESORTS LIMITED – The Official Host to God’s Own Country
The Kerala Tourism Development Corporation Limited is a government agency headed by Mr. Vijayan Thomas (Chairman) that regulated the tourism activities of the Indian state of Kerala. The KTDC is head quartered at Trivandrum, and has offices across all the districts of Kerala. KTDC also operated hotels, resorts and tourist rest houses in different key locations within the state. The Kerala Tourism Development Corporation Limited (KTDC Hotels & Resorts) was incorporated as a Private Limited Company on 29-12-1965 initially by name Kerala Tourists & Handicrafts Development Corporation (P) Limited. KTDC Hotels & Resorts commenced business from 01-04-1966 by taking over Mascot Hotel, Thiruvananthapuram, Kovalam Beach House, AranyaNivas, Thekkady, Periyar House, Thekkady and Edappalayam Tourist Benglavu. The Corporation was later renamed as Kerala Tourism Development Limited with effect from 15-07-1970. Government has recently approved a proposal to again change the name as KTDC Hotels & Resorts Official Slogan: ―Official host to God‘s Own Country‖. The KTDC, which owns the largest hotel chain in Kerala, has over 60 properties across the state. It ranges from the most luxurious palaces to simple budget accommodation. All of them meticulously designed to provide convenience and comfort.
With an array of prime properties set in the finest spots of Kerala‘s theme destinations, Kerala Tourism Development Corporation, the largest hotel chain in Kerala, present exotic ways to experience Kerala.
The Kerala Tourism Development Corporation has a diversity of hotels, from the most luxurious to the most economical from small motel to world-class resorts, providing something for every taste and budget. The Corporation operated 16 hotels, 14 Tamarind Easy Hotels, 12 motels, 18 beer parlors and 3 restaurants. It has tours and travels division having a fleet of coaches, tourists‘ reception centers at Trivandrum, Kochi, Kozhikode
and Kumily render valuable service to the tourist. In addition KTDC is having one Centre Reservation Department, 4 Tourist Reception Centers, 1 Transport Division and a Water Sport at Veli. Moreover KTDC is having a Shopping Complex at Cochin and a subsidiary company names as TRK, Travel and Resort (Kerala) company Limited.
Another major activity is the food festivals conducted by KTDC mainly at Mascot Hotel, Trivandrum and occasionally in other centers KTDC participant in India International Trade fair held at Pragathi Mandan, New Delhi every year. KTDC operates pilgrim‘s shelter at Sabarimala every operated at Pambawhich serves lakes of pilgrims.
KTDC has renovated all its major hotels like Mascot Hotel, AranyaNivas and Lake Palace, Thekkady, Hotel Samudra, Kovalam and Nandavanam, Guruvayoor. The Amusement Park at Veli Tourist Village commissioned recently is an important feature of the tourist spot ―Neeraja‖ the floating restaurant at Veli has been revamped, ―Kettuvallam‖ houseboats of the ―Tharavaadu style‖ at Kumarakam Tourist complex are in operation. Speed boats and cruise boats on hire available are attracting a lot of tourist. Kerala Tourism Development Corporation is actively participating in building up basic infrastructure needed for the development of Tourism in state. They operate star hotels, budget hotels, motel Aarams, YatriNivases, restaurants and beer parlors, central reservation systems and conduct tours, developing Mascot Hotel into a five star deluxe hotel, construction of four star hotel at Munnar, construction of heritage resort at Kumarakam, developing Bolghatty Palace as Heritage Hotel etc. are some of the projects taken by KTDC at present.
Kerala Tourism Development Corporation (KTDC) is registered under the Company‘s Act 1956, KTDC, the state‘s premier destination developer, owns over 60 properties across the state. With properties ranging from luxury hotels to budget hotels and motels, YatriNivases and restaurants, KTDC aptly qualifies as the ‗Official Host to God‘s Own Country‘. The premium properties of this largest hotel chain in the State are located in the most picturesque theme destinations of Kerala. KTDC also offers Ayurveda centers, cultural entertainment and the best of Kerala‘s cuisine at all its major establishments. KTDC Hotels & Resorts Limited offers comprehensive holiday package – Exclusive Escapades offers holiday packages that are set in the premium properties of KTDC. As a
pioneering tourism development corporation, KTDC has also introduced innovative concepts like insured holiday ad rail holidays, which provide a complete Kerala. Limited.
3.2 STRATEGIC INTENT
1. To elevate tourism as the economic and employment priority of the State by using tourism as the vehicle of growth for physical, social and economic development of the State.
2. To develop infrastructure through private sector and private-public partnership, with Government acting as a facilitator and catalyst.
3. To develop and promote tourism products with continuous focus on backwaters, Ayurveda, performing arts, pilgrim centers, cuisines and eco-tourism. While promoting Ayurveda, the value of naturopathy herbal medicines and tribal medicines will also be given due importance.
4. To create sufficient quality human resources in the field of tourism within the State and strengthen the institutional mechanism.
5. To strengthen the institutional mechanism.
6. To explore and develop new markets for Kerala Tourism products at domestic and international levels.
7. To conserve and preserve the unique cultural heritage of the State. 8. To ensure the safety and security of tourist.
9. For effectiveness, it is proposed to streamline the management of Premium Hotels and Budget Hotels, taking them as different entities.
10. It is important to re-brand the YathriNivas into a sophisticated Budget Hotel brand, which will provide modern facilities at a reasonable rate.
11. Training Division to be established to provide continuous training programs to the permanent and contract staff of KTDC.
12. The investment needs to be addressed in a rational way which will not affect the financial viability i.e., debt-equity ratio for the investment should be in such a manner that the debt component can be absorbed by KTDC.
13. Renovation of the existing properties (which are due) needs to be given priority. Maintenance also to be given prime importance.
14. Attention to be given to capacity enhancement of the existing business places by utilizing the land available in the property premises.
15. Clear cut marketing strategy has to be evolved for different product lines. Online reservation system and virtual walk through has to be introduced in a time bound manner.
16. Non-profitable units working in rented buildings to be closed down.
17. Travel & Tours division to be made more effective by bringing down the overheads and also exploring the possibilities of out-sourcing.
18. The investment to be arranged towards new and upcoming destinations such as Wayanadu and Kannur districts.
3.3 VISION
―To make KTDC the official host to God‘s Own Country, the best service provider in the hospitality industry with basic infrastructure and state of the art facilities, focusing on environment conservation and preservation, adding impetus to local supplies and human resources and thereby positioning as a Premier PSU in the hospitality sector in Kerala‖
3.4 MISSION
―To provide leadership and play a catalytic role in the development of tourism infrastructure in the State and to achieve excellence in strategic business operations through professionalism, efficiency, value for money and customer satisfaction‖
3.5 OBJECTIVES OF KTDC
1. To develop the potentialities of tourism in Kerala.
2. To create &protect the image of Kerala, its tradition and culture throughout the world.
3. To develop the waterways of Kerala for tourism promotion.
4. To start, operate and promote establishments undertakings and of any description what so ever which in the opinion of the company are likely to facilitate tourism development in Kerala.
5. To improve tourism in the state.
3.6 MAJOR FACTS ABOUT THE ORGANIZATION
KTDC is a Government Company established in the year 1965 with the main objective of facilitating the infrastructure for tourism development in the state, the company has so far successfully attained its objective there by becoming the largest in hotel network in the state conduct tour programs, rent vehicle on rent etc. are some of their services.
Therefore we can say that KTDC definitely play a significant role in the development of Tourism in the state. A large number of domestic as well as foreign tourists are received by KTDC every year. They also conduct many programs for tourists which help to attract a large number of tourists. A large number of tourists also approve the services rendered to them by KTDC.
KTDC has also won several awards for their best performance from Government of India like:
Best performing state for 1999, 2000 and 2001 – award for Excellence in Tourism Most innovative use of information technology – 2001
Best Tourist Film – 2001
Most Tourism friendly International Airport – 2002 Most Eco Friendly Destination – 2002
3.7 PRODUCT PROFILE
Premium hotels - 9 Budget hotels - 8 Tamarind hotels - 14 Motels - 12 Beer parlor - 17 Restaurant - 33.7.1 BRANDS OF KTDC HOTELS AND RESORTS LIMITED
PREMIUM HOTELS & RESORTS
• Bolgatty Island Resort (which houses Bolgatty Palace) • Marina House, Kochi
• Mascot Hotel Trivandrum • Hotel AranyaNivas, Thekkady
• Lake Palace, located inside the Periyar Tiger Reserve • AranyaNivasThekkady
• Waterscapes
• Samudra Beach Kovalam • Tea Country Munnar
MASCOT HOTEL
Fig: Logo of Mascot Hotel
Source: Company Website
Category: Premium Heritage Business Hotel
Mascot Hotel is located in the heart of Trivandrum City, the Capital of Kerala, is the oldest Star Hotel of KTDC, built during World War 1 to house the officers of the Royal British Army. And it now stands as a historical edifice polished over time to cater to the tourists or business travelers with all the comforts of a luxury hotel.
Mascot turn on its lucky charm with the beauty of its past and the comfort of its present, and with its accessibility to the Capital City, Mascot hotel is indeed the idyllic spot to plan a grand retreat! In the initial stage it was the residents of British Army officials there after it was converted into hotels by a British lady later it was undertaken by the government of Kerala around 1969. When KTDC was formed they give more concentration on hotel industry. In course of time Mascot Hotel also came under the control of KTDC, a property that show cases the facilities that reflect the trade mark magnifications of the East wild Travancore Monarchy and excludes and ambience that spend luxury and excludes and ambience that spends luxury. Today, it is the most state
off the art business hotel in the city. The hotel is 20mts drive from the International Airport and 5mts drive from the city Railway station and KSRTC bus station.
For the discerning travelling provides most modern facility 64 rooms (suite, Executive and Deluxe Room) five conference hall with different seating capacities banquet facilities board room and executive langue all confirming to international standards restaurants 24 hrs coffee shop, swimming pool, Ayurvediccentre, health club, beauty parlor, travel assistant, car hire, laundry, florists, , doctor on call, currency exchange etc.
Main competitors of Mascot Hotel, Trivandrum
Muthoot plaza
South Park
TajVivanta
Rajadhani Group of Hotels (MauryaRajadhani, Windsor Rajadhani etc)
Hotel Lucia
Hotel Panda
Keys Hotel
HOTEL SAMUDRA, KOVALAM
Fig: Logo of Samudra Hotel Category: Premium Beach Resort
Hotel Samudra has won the national award for the best property in its category in the South India. Hotel has a landscaped garden which won acclaim as the best in the State at the annual International Flower Show held at Thiruvananthapuram. The Hotel has full-fledged Ayurveda Centre and a fine swimming pool overlooking the sea. Samudra’s millennium offer includes exclusive discounted packages with Ayurvedic programs and lots of fun and leisure thrown in.
Main competitors of Samudra Hotel, Trivandrum
Leela Palace
Sagara Beach Resort
Soma Palmshore Beach Resort
Niraamaya Retreats WATERSCAPES
Category-4 Star Backwater Resort
Water Scapes is one of the famous Ethnic Backwater resorts of Kerala situated at Kumarakom surrounded by the scenic Lake Vembanad. Kumarakom is a holyday's paradise.
And nestled in the mangrove woods surrounded the lake is waterscapes. A unique holiday experience that is Kerala‘ very own. Come; wake up to your cozy, thatched cottages rising on stilts, eight feet above the ground, accessible only by a narrow pathway or rowboat.
Facilities
There are 40 cottages on 30 Islets laced with canals, Private bath and shower, Satellite Television and Telephone, Swimming pool, Beer Parlor, Restaurant, Laundry, Doctor on call, Car-hire facility, Currency Exchange, travel Assistance, Ayurvedic center, conference hall, Boating, Backwater tour, Sightseeing.
ARANYA NIVAS
Category- Three Star Wildlife Resort
The unspoiltbeauty wild Thekkady opened up by the Official Hosts, Aranyanivas. It is located at the bank of river Periyar. It is one of the Exotic jungle lodges. Deep inside the dense, greenwoods, perched on the bank of the Periyar Lake are AranyaNivas or the Sylvan Abode. This quaint structure in the colonial style is the only property in India set in the heart of a game reserve. Besides being the ideal holiday retreat, AranyaNivas is also the perfect venue for a relaxed corporate meet or business conference.
Facility
30 rooms / 1 suit, Room service, Color TV/ Satellite Channels / in-House movies, Telephone, Restaurant, Bar, Laundry, Doctor on call, Currency Exchange, Travel Assistance, Car hire, Handicraft emporium, Swimming pool, Boat cruise on the periyar Lake.
BUDGET HOTELS
The Budget Hotels range includes the ―value plus‖ range hotel properties of KTDC are three-star hotels. They are:
- Hotel Chaithram, Trivandrum: City business hotel - Periyar House, Thekkady: Jungle Safari lodge - Garden House, Malampuzha: Picnic hotel - Nandanam, Guruvayoor: Pilgrim hotel
- Mangaly, Guruvayoor: Pilgrim hotel
- ThannerkulamAyurvedic Lake Resort, Cherthala: Health resort - Golden peak, Ponmudy: Honeymoon hotel
- Pepper Grove, SulthanBathery: Spice Garden Hotel
HOTEL CHAITRAM
Located in the heart of the state's capital, hotel Chaithram gives you an opportunity to explore the city famous for its places and temples. The internationally renowned Kovalam beaches are also easily accessible from here.
PERIYAR HOUSE
Periyar House is a wildlife resort located on the banks of the Periyar Lake. Ideal for a closer acquaintance with wildlife. The Periyar wildlife sanctuary is one of the world's most fascinating natural wildlife reserves. Some of the rarest species of flora and fauna can be found here.
TAMARIND KTDC EASY HOTELS
It aims to provide the budget travelers with the choicest accommodation in Kerala, the KTDC Hotels and Resorts Limited have set up a string of hotels located all over Kerala. The very location of these hotels promoted under the brand name KTDC Tamarind Easy Hotels allows travelers to explore the lesser known entities, besides the popular
attractions of Kerala.
- Tamarind Neyyar - Tamarind Kollam - Tamarind Alappuzha
- Tamarind Changanacherry - Tamarind Peermedu - Tamarind Thrissur - Tamarind Guruvayoor - Tamarind Nilambur - Tamarind Mannarkkad - Tamarind Thirunelly
- Tamarind Kondotty (Kozhikode Airport) - Tamarind Kannur
- Tamarind Parasinikadavu (Mangattuparambu)
MOTEL ARAAMS
All Motel Araams are wayside amenities with an array of facilities for travelers. They provide services from 7 a.m. to 10 p.m. which include breakfast, lunch, dinner and snacks in between with local / continental tastes. There is facility for
organizing parties especially for groups who travel through the respective roads. Parties can be booked in advance All Motel Araams are wayside amenities with an array of facilities for travelers.
List of KTDC Motels
Motel Aaram, Kottarakkara
Motel Aaram, Punaloor
Motel Aaram, Palaruvi
Motel Aaram, Kayamkulam
Motel Aaram, Alappuzha
Motel Aaram, Vaikkom
Motel Aaram, Kuttipuram
Motel Aaram, Erumayur
Motel Aaram, Vadakara
Motel Aaram, Kannur
SHOPPING COMPLEX
KTDC Shopping Complex, Cochin
KTDC divides the units into centralized and decentralized units. Centralized units are controlled by the regional offices. KTDC have three regional offices. Regional office North is at Calicut, Regional office South is at Trivandrum and Regional office central is at Kochi.
DECENTRALIZED UNITS
Decentralized units consist of large units like Luxury hotels and Budget hotels. They perform their today functions independently, they have their own administrative and accounting department they utilize their funds for their day to day commercial functions. Decentralized units have the right to issue salary certified for their employees.
KTDC the official host of Gods own country, provides the luxury resorts located in the heart of Kerala's most acclaimed destinations. KTDC brings its extensive understanding of Kerala to offer the most comprehensive tourism network in Kerala. From reservation to transits houseboat cruises, to Heritage tours, motels to information centers, holyday packages to MICE holiday, spices tours to worldwide safaris and more.
KTDC HOLIDAY PACKAGES
With a perfect understanding of varying tourists need KTDC has evolved a comprehensive tour packages that suit the tourists all over the world.
MICE PACKAGES
With its properties set in some of the most inspiring location in God' Owns Country', KTDC offers exclusive packages for conducting meeting, Conventions and Exhibitions.
CUSTOMIZED PACKAGES
KTDC also offers packages tailor- made that suit the needs and preference of the customers.
CENTRAL RESERVATIONS
KTDC have centralized booking networks, which ties up with prime hotel chains across India. Central Reservation Office is at the KTDC office. The customers can contact by phone or by mail to book the packages.
CHAPTER 4
4.1 INTRODUCTION
Kerala Tourism Development Corporation Hotels and Resorts Limited following Functional Organization Structure. Each part has a functional purpose with regard to helping its internal or external customers. This structure is easy to manage.
Viewing the organizational chart on the Hierarchical manner we can understand that KTDC‘s organization structure is traditional, one where a clearly defined boundary exists between management and employees. The boundary exists because managers have to be seen as the top of a hierarchy as if the decision—making process in most important task for an organization whereas employees are kept at the bottom as if their works is less important than the managers.
The organizational structure of Kerala Tourism Development Corporation Hotels and Resorts Limited is headed by Chairman, Board of Directors and a Managing Director. The Corporation has 8 departments in Corporate Office and three Regional Officers located at Calicut, Thiruvananthapuram and Ernakulum. There are 18 small units spread all over the state. Each department has a Departmental Head and under him various subordinate staff.
Fig No: 4.1 ORGANISATIONAL STRUCTURE
Chairman
Board of Directors
Managing Director
Company
Secretary
& Finance
Controller
Chief
Accou
nting
Officer
Chief
Corporate
-e
Engineer
Marketing
Manager
Commer
cial
Manager
Personal
Officer
Manager
Training
Superinte
ndent
Accoun
ts
Officer
Deputy
Manager
(Personnel)
Staffs
Assistant
Manager
Regional
Manager
Project
Enginee
rs
Senior
Accountant
Superinte
ndent
(Administ
ration)
Managers
of Hotels
Unit
Managers
Assistant
Engineer
Vigilan
ce
Officer
Superinte
ndent
Junior
Superintendent
Superinten
dent
Manager
CRC
Overseer
The traditional organization structure of Kerala Tourism Development Corporation Hotels and Resorts Limited is as follows,
Level 1 — CHAIRMAN
Chairman controls the overall activity of the organization. He is the reporting officer of level 2 managers showing the organization chart. He is responsible for solving issues at his level in most of the situation.
The Chairman of the Board of Directors (the Chairman) role is to lead the work of the Board of Directors.
DUTIES AND RESPONSIBILITY OF CHAIRMAN
The Chairman has a particular responsibility to ensure that the Board of Directors operates satisfactorily, and that the duties of the Board of Directors are performed in the best way possible. The Chairman shall also ensure that board meeting are held as efficiently as possible, and that the particular
Knowledge and competence of each board member be applied in the best manner possible to the benefit of the company.
The chairman's shall not perform duties for the company that do not constitute an inherent part of the Chairman's duties with the exception of isolated tasks that the chairman is required to perform by and on behalf of the Board of Directors. The main duties of Chairman are;
Meeting of the Board of Directors
The Board of Directors books of Minutes
Evaluation of the Board of Directors work
Evaluation of the work of the Executive Management
Managers.
Level 2- MANAGING DIRECTORS
The second level of the organization consists of different heads of functional departments. The functional managers of Augustan Textile Colors Limited are follows
1. Commercial Manager I 2. Commercial Manager II 3. Marketing Manager 4. Personnel Officer
5. Chief Corporate Engineer 6. Chief Accounts Officer 7. Training Manager 8. System Analyst
The Chief Accountant Officer is controlled by Managing Director through Secretary and Finance Controller. The reporting officer for the above managers is the Managing Director. Each of these managers has a clear idea about their respective departments. They will solve problems in their
departments at their authority in most of the situations otherwise they will refer it to Chairman.
Level 3- LOWER MANAGEMENT
Every departmental Manager is subordinated by one or more Middle Level Managers, each of the managers will have a deep technical knowledge about the functions of that department. It is a promotion post. The vacancies are filled by promotion on the basis of performance and seniority.
By defining these levels, managers can show other people who is really the boss within an organization and then to exercise that kind of authority on others by controlling
employees and telling them what to do and the employees have to follow the orders very precisely irrespective of the problems that may exist in the organization (e.g. Lack of resources, training etc).
Duties and responsibilities of lower level management
a. Assigning of jobs and tasks to various workers.
b. They guide and instruct workers for day to day activities.
c. They are responsible for the quality as well as quantity of production.
d. They are also entrusted with the responsibility of maintaining good relation in the organization.
e. They communicate workers problems, suggestions and recommendatory appeals etc. to the higher level and the higher level goals and objectives to the workers. f. They help to solve the grievances of the workers.
g. To supervise and guide the sub-ordinates.
h. They are responsible for providing training to the workers.
i. They arrange necessary materials, machines, tools etc. for getting the things done. j. They prepare periodical repots about the performance of the workers.
k. They ensure discipline in the enterprise. l. They motivate workers.
4.2 MARKETING DEPARTMENT
Tourism Marketing comprises fact finding, data gathering, analysis (marketing research) and communication to uniform and promote (promotion), ensuring and facilitating sales, selection of marketing planning (distribution), co-ordination, control and evaluation (marketing, planning and audit), developing professionally sound personnel. Marketing department of KTDC Hotels and Resorts Limited is putting their integral effort to satisfy tourist and also transforming the potential tourists into actual customers.
Fig no: 4.2 structure of marketing department
TRC Cochin
TRC
Thiruvananthapuram
TRC Delhi
TRC Chennai
Manager CRC & Office
Office
Deputy Manager
(Marketing)
Manager (Marketing)
4.2.1 OBJECTIVES
To satisfy the customer‘s needs and wants through creating and exchanging of service.
To develop and retain the customers. To promote Kerala Tourism.
4.2.2 FUNCTIONS
To gather market information and facts and analyzing the information.
To inform the customers and their by promoting the business through press release, tour fests etc.
To analyze customer complaints and to take preventive action against recurrence of similar complaints.
To develop new tour packages that suits the customer preference.
To make additional promotional activities like advertising, publicity etc.
4.2.3 ACTIVITIES
Marketing department of Kerala Tourism Development Corporation Hotels and Resorts Limited deals with selling, advertisement, printing and distribution, public relation, hospitality and conducting international tour fest.
DIRECT SELLING
Kerala Tourism Development Corporation Hotels and Resorts Limited adopts direct selling technique to attract new customers. They have agents throughout India. The executive directly contact with the tourists and give them necessary information regarding accommodation, tour packages and their rates. The agents report it to the head office to make arrangements for them through mail or telephone. The payments are sending after taking the commission.
ORGANISING NATIONAL AND INTERNATIONAL TRAVEL AND
TOUR FAIRS
Kerala Tourism Development Corporation Hotels and Resorts Limited used to conduct travel and tour fairs tour fairs as a promotional strategy. In this fairs the marketing executives are appointed to clarify the queries of the travel agents through the world.
ADVERTISING
Kerala Tourism Development Corporation Hotels and Resorts Limited used to give a number of advertisements about their hotels and their tour packages in TV, Radio and Magazines etc. and they have their own website www.ktdc.com.
PRISING AND DISTRIBUTION OF VARIOUS TARIFF MATERIALS Kerala Tourism Development Corporation Hotels and Resorts Limited supplies various brochures to the agents specifying their tariffs regarding the hotels. For printing brochures quotations are called from the concerned parties and one with the lowest cost is selected. Purchase order is issued with the approval of MD.
HOSPITALITY
Kerala Tourism Development Corporation Hotels and Resorts Limited gives importance to their hospitality. Kerala Tourism Development Corporation Hotels and Resorts Limited offers free accommodation and other facilities to the foreign tour operators. They tried their level best to retain their customers and there by attracting the new customers.
HANDLING CUSTOMERS COMPLAINTS
KTDC Hotels gives a feedback form to the customers to collect their opinion regarding the services and behavior of the Hotels and the Staff's. The Marketing department issues these feedback forms to the Hotels and analyzes it to make necessary suggestions.
4.2.4 MARKETING MIX ADOPTED BY KTDC
PRODUCT MIXLike the manufactured product, the potential tourists, cannot feel, taste or sample a package tour. The tourist‘s product is non-material, intangible thing. Every product is aimed at some marketing and its marketing success depends essentially on its fit with market. The development of accommodation facility by opening new classified and unclassified hotels, the channelization, of sale, comfortable and fast transportation facilities, and availability of sophisticated communication facilities at tourism sites of hither and thither the sites and hotels are some of the important components of tourist organizations.
So Kerala Tourism Development Corporation Hotels and Resorts Limited the pioneering destination developer is bringing its extensive understanding of Kerala by offering the most comprehensive tourism service network in Kerala. From reservation to transit, house boat cruises to heritage tourist, motels to information centers, holiday package to MICE holidays, spice tour wildlife safaris are offered by the official host KTDC.
PRICING
In tourism industry the pricing decision is found critical and challenging since it is a multi-segment industry when a tourist proposes to visit a particular place, the total cost on his or her traveling includes the expenses incurred on transportation, communication and accommodation and so on.
The room tariff of Kerala Tourism Development Corporation Hotels and Resorts Limited is fixed based on MAP and AP plan. The tour packages are priced on the basis of season. Off season packages are offered from April to September and season packages are from October to March
A sound distribution system is found essential to improve the quality of service and to bridge over the gap between promises and service offered. KTDC had appointed general sales agents throughout India to give necessary information regarding Kerala Tourism Development Corporation Hotels and Resorts Limited to the tourists.
The important sales agents are;
M/s Indian Tourism Development Corporation Limited, New Delhi
M/s Tourism Corporation of Gujarat Limited
M/s Utter Pradesh Tourism Development Corporation Limited
M/s Frontier Tours and Travels. Hyderabad
M/s lntersight Tours and Travels Private Limited
M/s SIMAS, Pune
M/s Goa Tourism Development Corporation
M/s Dream Holidays, indoor
M/s Peerless Travels Private Limited, Calcutta
M/s Frontier Tours and Travels, Bangalore
M/s Jai Maruthi Holidays. Alappuzha. PROMOTION
Creation of awareness has a far reaching impact in a tourism industry. The tourist organization bears the responsibility of informing, sensing and persuading the potential tourist in a right fashion. The tourism promotion is an effort to implement marketing plan formulated by the tourist organization. It helps in maximizing the duration of stay, frequency of visit by offering new tourist products in the country. It is a marketing effort which consists of marketing communication to transmit information about the business to all participants as well as the users. Tourism Development Corporation Hotels and Resorts Limited offers four types of promotional mixes.
ADVERTISING
It is used to give advertisements on Television, Newspapers, and Magazine etc. it helps in furnishing the information to the tourists and simplifies the process of transformation. It is aimed to public to create awareness of travels offers available on resorts and its attraction.
PUBLICITY
Kerala Tourism Development Corporation Hotels and Resorts Limited is one of the profit making Government Company and so it is getting adequate publicity through word of mouth and press media.
PERSONAL SELLING
To market its product Kerala Tourism Development Corporation Hotels and Resorts Limited adopts personal selling technique. Personal selling is the personal presentation of the intangible service offered by the company to the customers.
TELEMARKETING
Kerala Tourism Development Corporation Hotels and Resorts Limited used to telemarketing technique to transmit the required information and to remove the confusion and misunderstanding the flow of business expansion.
4.3 PERSONNEL DEPARTMENT
Personal and administrative department is responsible for ensuring the maximum utilization of the available human resources to achieve the organizational objectives as well as carrier goal of the employees.
Fig no: 4.3 structure of personnel department
Personal Officer
Deputy Personnel Officer
Senior Superintendent
(Administration)
Junior Superintendent (P&A)
Junior Superintendent (HR)
Senior Office Assistant
Senior Officer Assistant
Office Assistants
Office Assistants
4.3.1 OBJECTIVES OF PERSONNEL DEPARTMENT
Determine the level of staffing needed for the flight department by assessing workloads in order to make efficient use of corporate use of corporate assets Understand the complexities and interrelations involved with crew scheduling for
flexibility morale and maximum crew utilization. Corporate personnel policies and industry practices. Industry standards/ norms.
Measuring current staffing level against demand.
Support technical training for all personnel within the flight department using recognized external and internal programs.
Promote personal and professional growth through training and education by providing financial support and scheduling flexibility in order to support career development.
Prepare to fill key positions by identifying potential candidates and providing the necessary training.
Evaluate compensation for the department using benchmarking surveys and considering corporate policy and total compensation packages in order to attract and retain employees.
Respond to employee performance by rewarding or disciplining as appropriate in order to maximize the effectiveness of the departments.
Recognize understanding and manage human performance in all work environments that is influenced by human factor.
4.3.2FUNCTIONS
RECRUITMENT
Recruitment to the service of the corporation is made in three ways.
corporation by the employment exchange and a Board or from among others on the basis of application received in pursuance of advertisements in newspaper.
PROMOTIONS: It is done from the personnel in the service of the corporation.
DEPUTATION FROM OTHER SERVICES: Deputation from the service of the state or central government or from the service of the statuary bodies.
SELECTION: Selection of the candidates for appointment of the post under the corporation shall be made by the staff selection committee of the board
constituted for the purpose, with the chairman, the Managing Director and not more than three other Directors nominated by the Board.
SENIORITY: Seniority of the employees of the corporation is determined as follows;
Seniority of an employee is made by determined the date of his first appointment to the respective category of post unless he has been reduced to a lower rank as punishment.
The appointment authority at the time of passing an order appointing two or more persons simultaneously to a particular category of post, fix the order of
preference among them and seniority is determined accordance with it.
PROMOTION TERMINATION AND REVERSION
Employees directly recruited to the service of the Corporation shall ordinarily be on probation for one year on duty. Lf the component authority is not satisfied with the work of the probationer, the period of promotion may be further extended at the discretion of the Competent Authority.
be terminated without notice and without assigning any reason thereof, by order of the competent authority.
An employee of the corporation who has been promoted to a higher grade in an officiating capacity shall be deemed to be on probation for a period which may be extended to one year during his period he may be reverted to this substantive post if the competent authority so desired without assigning any septic reason.
TERMINATION OF SERVICE
The services of an employee who has acquired a lien in any post in the corporation by having been confirmed against a permanent post may be terminated.
As a result of disciplinary action taken against him in accordance with these rules.
ln the event of the employee being declared medically unfit for further continuance in the Corporation Service.
RETIREMENT FROM SERVICE
An employee will ordinarily retire from the service of the Corporation on the afternoon of the last day of the month in which the employee completes the age of 58 years. The Board can, in appropriate cases, allow the employee an extension of service by one year at a time but extension shall not be given more than two years for an employee.
ALLOWANCES
Dearness allowance, House rent allowance, compensatory allowance and such other allowances will be payable to the employees of the corporation in accordance with the scale and condition laid down by the Board. The Managing Director can subject to the approval of the board, give conveyanceallowance in appropriate cases.
HOLIDAYS
Board shall prescribe annually the holiday for the Corporation. The Managing Director shall have power to declare any holiday or part there of as working day in the interest of work and grand another day or part there of as compensation holiday. Special holidays, can be declared by the Board on special important occasions.
WORKING HOURS
The working hours for the office of the Corporation will be between 10.15 am to 5.15 pm with a lunch interval of 45 minutes from 1.15 pm to 2.00 pm on all working days.
KIND OF LEAVE
CASUAL LEAVE
The maximum number of casual leave in a calendar year for the employees shall be 20 days.
Casual leave may be combined with Sundays and other holidays provided that maximum period of casual leave inclusive of holiday shall not exceed 10 days at a time.
Casual leave cannot be taken in combination with any other leave recognized under these rules or with joining time.
EARNED LEAVE
All employees shall be entitled to earned leave on full pay and allowance at the rate of one eleventh of the period spend on duty, provided that can employee will cease to earned leave when the earned leave accumulates to 300 days. The maximum earned leave that may be granted at a time shall
TERMINAL LEAVE
Earned leave to the extent admissible and leave salary thereof may be granted to an employee at the discretion of the sanctioning authority on the termination of service on account of retirement or abolition of posts or continued till health before attaining the age of superannuation even when it has been applied for and refused in the interest in the interest of Corporation.
HALF PAY LEAVE
All employees shall be entitled also to half pay leave in respect of each completed year of service at the rate of 20 days per year. This can be availed of on production of medical certificates or for attending matters.
MATERNITY LEAVE
Maternity leave on full pay drawn prior to the date of proceeding on leave may be granted to a female employee who is exempted from the coverage from the scheme on maternity grounds of a period of 135 days from the date of its commencement or to the end of eight weeks from the date of confinement whichever is earlier.
TERMINATION OF EMPLOYMENT
The management shall have the right to terminate the services of any employees by any of the following methods.
a. Discharge b. Dismissal c. Retirement d. Retrenchment
A. DISCHARGE
Discharge may be either on giving one months notice of one month's wage in lien and may be done in either of the following cases.
a. On an employee becoming medically unfit for work. b. On the termination of contract of service.
c. On an employee being convicted by a criminal court with imprisonment. d. On an employee tendering his resignation from work.
e. On an employee being appointed by any other Private of Government organization, it he applied for the same though this corporation.
B. DISMISSAL
Any employee may be dismissed from the service of Corporation if he is found guilty of any misconduct stated in this the standing orders. In every cases where an employee is liable to be dismissed the management may, at its discretion discharge him on payment of compensation provided under the Industrial Disputes Act 1947.
C. RETIREMENT
All employees shall be retired by the Management on their attaining 58 years of age, and for this purpose all employees shall produce satisfactory evidence their date of birth when they are appointed. For existing employees in case their dates of birth are not furnished.
D. RETRENCHMENT
Retrenchment shall be efficient under the provisions of the Industrial Disputes Act, 1947.
DISCIPLINARY ACTION
employees, as herein after provided.
i. Warnings: for any misconduct, an employee may be warned.
ii. Fines: an employee may be fined up to 2% of his wages in a month in a month
for any of the following acts and omission.
a. Late attendance in more than two occasions in a month. b. Negligence of work.
c. Breach of any rules of safety or instructions for the maintenance of cleanliness. d. Any violation of the provisions of the contract of the service already entered in to
with the Management.
e. Distribution circulars, papers of posters inside the establishment without the
permission of the Management.
iii. With holding or postponing increments or promotions.
This punishments may be imposed on any employee who repeats any act or omission for which the punishment in fine.
RECOVERY OF DAMAGES
Damages may be recovered from any employee who is guilty of the loss, destruction of partial loss of any goods belonging to the Establishment or any machinery of the
Establishment or any machinery of the Establishment expressly entrusted to him caused due to the negligence on the part of the employee concerned.
INDUSTRIAL RELATIONS AND TRADE UNION MATTERS
Industrial relations deals with the relation between employees and employers in the industrial organization so the personnel department of Kerala Tourism Development Corporation Hotels and Resorts Limited has implemented sound human resource policies, constructive attitude between trade union and management, participative management, employee welfare scheme and have sound grievance procedure scheme.
LAISON WITH LEGAL ADVISOR
Personal and administrative department solves the dispute occurring in the organization. They legally advice on matters referred from various others departments of the
Corporation on subject varying from recruitment, service matters of commercial transactions.
AWARDS AND APPRECIATION
The department gives awards and appreciation to the employees for their good service. "Good service entry award‖ is one of the awards to the employee for their performance. ‗Best Manager Award‘ is provided to managers for their superior performance.
TRADE UNIONS OF KERALA TOURISM DEVELOPMENT
CORPORATION HOTELS AND RESORTS LIMITED
KTDC Employees Congress (INTUC). KTDC Employees Association (CITU). KTDC Employees Federation (AITUC). KTDC Employees Union.
KTDC Workers Association (UTDC).
4.4 TRAINING DEPARTMENTS
Training Departments is newly formed department in the corporation. This department is headed by the Manager (Training). This department focuses at the training of the
employees of the Kerala Tourism Development Corporation Hotels and Resorts Limited. The department is result of the hard work of several people over several years. During the beginning, the department intends to train only the personnel of the units that is the various hotels YathriNivas and restaurants and beer parlour. Training is basically focused on behavioral development of employees.
Behaviour is a major factor in the hospitality Industry. Training is intended to improve the behavioral aspects of the employees and thereby increases the customer satisfaction. Customer dissatisfaction worldwide depends 80% on behavioral aspects. The department claims that India, especially Kerala has high level of hospitality. The training will lead the employees to sequence themselves to the level of customers, which would lead to greater customer satisfaction in this industry, when the traveling.
The training department plays a significant role in the performance of an organization. On the job training is the most common form of training given at KTDC. The job trainee learns while he is actually engaged in doing a job. The probation period for the training is one year. Kerala Tourism Development Corporation Hotels and Resorts Limited has regular Human Resources Development training program given to the non employees for the sake of social service. Its training period has duration of 6 months to a maximum of 2 years. The organization employees attend the training conducted by the corporation and also outside training is conducted by the agencies from outside.
These training are conducted systematically. Kerala Tourism Development Corporation Hotels and Resorts Limited also gives training for the waiters, servicemen etc.
Fig no : 4.4 : structure training department
Manager (Training )
Assistant manager
Trainees
Staffs
4.4.1FUNCTIONS OF TRAINING DEPARTMENT
MANAGEE TRAINING FUNCTION
What are the vision, mission and function properties.
Key training and development roles.
A staff of one: keeping your sanitary.
Conduct a training department‘s systems audit.
Manage and develop the training staff. INTERNAL COUSULTING SKILLS
Analyze employee‘s role in organization.
ldentify who are their clients.
Trainer vs. consultant vs. change agents.
Gain management‘s commitment to their functions.
DIAGNOSING PROBLEMS AND DEVELOPING A PLAN
Make vague training needs specific.
Sort out training needs vs. wants.
Developing performance improvement plan.
How to trouble shoot training problems.
BUILD A PARTNERSHIP WITH MANAGEMENT ANDLEARNIN GS
Check employees influencing style.
Built credibility with line managers.
Be more responsible to the organization.
How to develop three-way partnership effectively. MANAGING THE BUDGET
Conduct a cost—benefit analysis.
Find performance indicators to demonstrate trainings benefit.
4.4.2 OBJECTIVES OF TRAINING
The objectives of the training department to identify the required training needs of an organization and fill the gap with a host of training methods for the welfare of the organization and employees on a whole.
Imparts new skills.
Includes new ideas, knowledge and concepts.
Aligns the training needs to fulfill the organizational short and long term goals.
Conducts the post evaluation to ensure the satisfaction levels to refine the future training needs.
ON THE JOB TRAINING
On the job training is the most effective method as the trainee learns by experience, making him/her highly competent. On the job training is conducted at the work site and in the context of the job. It is informal. This method is least expensive.
4.4.3 TYPES OF ON THE JOB TRAINING ADOPTED BY KTDC
JOB INSTRUCTION TRAINING
It is method in which training is offered without the intension of a trainer. Information is provided to the trainee in blocks, either in a book from or through teaching method. After it is ready each block of material, the learner must answer a question about it, feed back in the form of correct answer is provided after each response.
OFF THE JOB TRAINING
CLASS ROOM LECTURES
Lectures are verbal presentation of information by an instructor to a large audience. The lecture is presumed to possess a considerable depth of knowledge of subject at hand. A virtue of this method is that can be used for very large groups and hence the cost per trainee is low.
AUDIO-VISUAL
Audio visual include television slides, overhead projects, video tapes and video clips. These can be used to provide a wide range of realistic examples of job conditions and situations and the condensed period of time. Further, the quality of the presentation can be controlled and will remain equal for all training groups.
There is an evaluation process to evaluate the effectiveness of the training program. Usually the evaluation takes place after a period of 3 months from the completion of the training, but now a day the evaluation is done while the training is going through. After completion of the training there is a job evaluation. Training evaluation is done through two evaluation processes;
Measuring the Productivity level.
Measuring the increase in the customer satisfaction level.
There is a customer satisfaction index. A questionnaire of 22 questions is prepared which is given to the customers. The customers have to fill it. These responses are then
collected. Even though the responses are collected for different units, these are combined by the department and then evaluated altogether. The idea is to have an even change in all the departments and to find out the various problems faced by each unit.
The training department is also planning to provide technical training to the units also. The training managers for front office management, housekeeping, food and beverages service. The training managers will coordinate with the corporate training manager to conduct the training process. The training managers will have the freedom to train the employees, but he has to coordinate with the training manager in corporate office. Also the training lesson will be dispatched from corporate office only. The training report has to be submitted immediately after the training. There is no particular claims very little deviation from the targeted training cost.
