CHAPTER 1

THE HUMAN RESOURCE DEPARTMENT

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Dear students,

Our workplace is becoming increasingly demanding and exciting. We need to constantly develop
ourselves to be efficient and focused. The environment around us should facilitate this happening.
Our Management team has worked very hard to create this curriculum for you. This would be your
reference for hospitality policies you need to check. This, we feel would help you to be more
productive in your day-to-day work.

“The greatest achievement of the human spirit is to live up to one's opportunities and make the
most of one's resources.”

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 PREFACE

This book provides information on a wide range of subjects related to your employment with the company.

The book is designed to help you settle into the career, and quickly familiarize yourself with the industry by
telling you something about its background, its aims and objectives, facilities and amenities, employment
policies, terms and conditions, code of conduct, development and training, health and safety and security
and confidentiality.

We hope that you will study the book in its entirety. The table of contents, which follows, will help you to
find quickly those subjects in which you are particularly interested.

This book is designed to answer many of the general questions you may have about working for the
hospitality World,

We wish you a productive and rewarding career in the hospitality industry.

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Contents
1. About Us.
1.1 About the organization.
1.2 Vision, Mission, Motto & Values.

2. Hierarchy Chart.
2.1. Job Description

3. General Rules and Regulations.

3.1 Definitions.
3.2 Recruitment and employment.
3.3 Working time Entry Exit and Search.
3.4 Salary.
3.5 Duty Hours.
3.6 Shift working.
3.7 Transfer.
3.8 Shut down, Closure Stoppage.
3.9 Termination of employment.
3.10Suspension.
3.11Misconduct.
3.12Holidays.
3.13Redressal of employees against unfair treatment.
3.14Service notice.
3.15Fidelity and service bond Unclaimed wages.
3.16Unclaimed Wages.
3.17Punishment and disciplinary action
3.18General.

4. Work Practices.
4.1 Working Hours and Attendance.
4.2 Professional Conduct
4.2.1 Personal Appearance.
4.2.2 Visitor’s policy.
4.2.3 Gifts and Hospitality.
4.2.4 Identification.

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 5. HR Process and Policies.
5.1 Induction Process.
5.1.1 Checklist form.
5.1.2 Joining Procedure.
5.2 Training and Development Process.
5.3 Leave Policy.
5.3.1 Festival Holidays
5.3.2 Leave Forecast
5.4 Appraisal Policy.
5.4.1. Appraisal Formats.
5.5 Increment.
5.6 On duty meal.
5.7 Uniform.
5.8 Locker facility.
5.9 Dress code and personal hygiene.

6. Employment Letters.
6.1. Offer Letter.
6.2. Appointment Letter.
6.3. Confirmation Letter..

7. Information sheet.
8. Interview assessment format.
9. Other General Activities.
10. Files & Documentation.
11. Personnel records.
12. Personal Information of Employees.
13. Manpower requisition form.
14. Leave Application Form
15. Exit interview form.

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1. ABOUT US

1.1 About The Organization

1.2 Vision, Mission, Motto and Values statement

Vision: "The roots of education are bitter, but the fruit is sweet.” – Aristotle.

Mission:
We at WIMS are responsible to complete the syllabus as per the University guidelines through
theory & practical classes & prepare the students for final examination and provide them Industrial
training. Institute will arrange on & off-campus interview to provide excellent placement before and
after completion of the course.

Motto:

The placement unit works consistently to ensure that students have the right job while passing out
of the institute

Values:

Fair & just, we believe strongly in integrity & teamwork. We act responsibly and fulfill our
commitment at any cost.

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2. HIEARCHY

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 2.1. JOB DESCRIPTION

HUMAN RESOURCE MANAGER

Human resources managers evaluate and formulate policies relating to company personnel. The typical
human resources manager supervises every aspect of employee relations. The Human Resources Manager
guides and manages the overall provision of Human Resources services, policies, and programs for the
company.

The Human Resources manager originates and leads Human Resources practices and objectives that will
provide an employee-oriented; high performance culture that emphasizes empowerment, quality,
productivity, and standards; goal attainment, and the recruitment and ongoing development of a superior
workforce. The Human Resources manager is responsible for the development of processes and metrics that
support the achievement of the organization's business goals.

The Human Resources manager coordinates the implementation of people-related services, policies, and
programs through Human Resources staff; reports to the General Manager and assists and advises
company managers about Human Resources issues.

The major areas the Human Resources manager manages can include:

 Recruiting and staffing;

 Organizational departmental planning in coordination of HOD of other department.
 Performance management and improvement systems;
 Employment to regulatory concerns regarding employees
 Employee on boarding, development, needs assessment, and training
 Policy development and documentation
 Employee relations
 Company employee communication
 Compensation and benefits administration
 Employee safety, welfare, wellness and health

Essential Functions/Responsibilities:

 Deliver full recruitment services including front end needs analysis, job postings, sourcing,
interviewing, and employee offers.
 Take a lead role in developing partnerships with local educational institutions, identifying and
implementing a strong co-op recruitment program. 
 Assist with the identification of training needs, the selection, development and delivery of appropriate
programs.
 Assist in the development and implementation of programs that will drive increased employee
satisfaction and commitment levels.
 Assist in compiling relative HR metrics, analyzing, reporting and identifying trends with
recommendations provided.

Skills, Knowledge, Qualifications & Experience:

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 Proven ability to build strong working relationships, internal and external to the organization.
 A self-starter with a high degree of initiative.
 A flexible team player with a proven ability to work successfully in a matrix reporting environment.
 Experienced in all aspects of recruitment.
 Strong presentation and facilitation skills.
 Well developed coaching and leadership skills, both on a formal and informal basis. Creative, forward
thinker.
 Minimum of 5 years working experience, a mix of business and human resource management
experience an asset.

Primary Objectives of the Human Resources Manager:

 Development of a superior workforce.

 Development of the Human Resources department.
 Development of an employee-oriented company culture that emphasizes quality continuous
improvement, key employee retention and development, and high performance.
 Personal ongoing development.

Development of the Human Resources Department

 Oversees the implementation of Human Resources programs through Human Resources staff.
Identifies opportunities for improvement and resolves problems.
 Oversees and manages the work of reporting Human Resources staff. Encourages the ongoing
development of the Human Resources staff.
 Develops and monitors an annual budget that includes Human Resources services, employee
recognition, sports teams and community events support, company philanthropic giving, and
benefits administration.
 Selects and supervises Human Resources consultants, attorneys, and training specialists, and
coordinates company use of insurance brokers, insurance carriers, pension administrators, and
other outside sources.
 Conducts a continuing study of all Human Resources policies, programs, and practices to keep
management informed of new developments.
 Leads the development of department goals, objectives, and systems. Provides leadership
for Human Resources strategic planning.
 Establishes HR departmental measurements that support the accomplishment of the company’s.
 Manages the preparation and maintenance of such reports as are necessary to carry out the
functions of the department. Prepares periodic reports for management, as necessary or requested,
to track strategic goal accomplishment.
 Develops and administers programs, procedures, and guidelines to help align the workforce with the
strategic goals of the company.
 Participates in executive, management, and company staff meetings and attends other meetings
and seminars.

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Training and Development

Coordinates all Human Resources training programs, and assigns the authority / responsibility
of Human Resources and manages within those programs. Provides necessary education and
materials to managers and employees including workshops, manuals, employee handbooks,
and standardized reports.

Conclusion

This job description is intended to convey information essential to understanding the scope of
the Human Resources manager's position and it is not intended to be an exhaustive list of
experience, skills, efforts, duties, responsibilities or working conditions associated with the
position.

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3. GENERAL RULES AND REGULATIONS.

The Hotel shall formulate such Rules and Regulations and post them on the Notice board, as it
may from time to time be considered necessary for the efficient running of the Hotel. These
Rules, Regulations or Notices may apply to the whole or to any section or sections of the Hotel
concerned shall be governed by these Rules and Regulations.

3.1. Definitions

In these rules:

a) HOTEL shall mean HOTEL LINDSAY in respect of their and any other allied establishment
in connection with the same or similar business or functions situated at: 8A & 8B Lindsay
Street, Kolkata - 700087 and or any other hotel which may be established within the
provincial jurisdiction of the state of West Bengal and / or India under the same
Management. .

b) GENERAL MANAGER means the person appointed to be in-charge of the management of

Hotel or any of its department or such other person or persons as may be authorised by the
Management to exercise all the powers of the Manager for the purpose of these Service
Rules.

c) H.O.D means any person who, by the nature of his duties exercises, authority, supervision
or control over employee while working in the premises of the Hotel, but does not include :

d) EXECUTIVE / SUPERVISOR means any person who, by the nature of his duties exercises,
authority, supervision or control over employee while working in the premises of the Hotel,
but does not include :

i) Persons employed on confidential nature.

ii) Persons employed on Managerial capacity

e) WORKMEN – as defined in the industrial disputes act 1947 as amended.

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 3.2 RECRUITMENT & EMPLOYMENT
1. Candidates are to submit their resumes with copies of all certificates.

2. As per the requirement of the organization interviews are scheduled in the following order
Human Resources Manager, Departmental Manager and General Manager.

3. The candidates are to present their original certificates, education and experience certificates,
salary certificates at the time of the interviews.

4. The photocopies and passport size photograph of the certificates should be submitted.

5. The candidate will have to provide two references other than family members and relatives.

6. The candidate will have to provide one alternate contact number for emergency situations.

7. Medical test of the individual is compulsory for health purposes. If the candidate is suffering
from any minor conditions, he should carry a small card explaining the nature of sickness and
the medication for it so that first aid can be administered. He can provide a fit certificate from a
registered M.B.B.S doctor.

8. Recruits should be classified into probation, hotel contract or outsourced status.

9. At the time of appointment employee must produce evidence of age, namely birth certificate or
school leaving certificate or insurance policy. In the absence of any of these an affidavit by the
employee concerned affirming his correct age shall be considered as valid evidence of age
and shall be binding on the employee.

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 3.3 Working Time, Entrance, Exit and Search

i. No employee shall enter or leave the premises except by the gates fixed for the purpose. Gates
may be closed during the working hours at the discretion of the Management and the employee
must not leave the premises during the working hours without written permission.
ii. Any employee who has been granted leave, paid off, suspended, discharged, resigned or is not
working for any reason, shall leave the premises immediately.
iii. All employees entering or leaving the premises are liable to be searched at the gate by the
Security on duty or any other person authorised by the Management. Only the H.O.D ‘S will be
bag searched.
iv. Employee must present themselves at their place of work at the actual starting hour when their
shift hours or duty hours begin failing which they are liable to be treated as absent for one hour
and for which period no pay shall be admissible. If an employee does not present himself within
one hour, he shall be liable to be marked absent for one whole day, but with the special
permission of the Management he may be permitted to work stipulated hour late.
v. Any employee reporting 10 minutes late on three days from the scheduled duty timings will be
marked absent if there is no leave or off pending.

vi. Every employee at the start of the duty or shift must be in uniform (where prescribed) ready for
work and shall not leave duty at the end of the shift unless he hands over charges to the
reliever.

3.4 Salary
All employees will be paid salary / wages on a working day within working hours.

3.5 Duty Hours

The period of hours of each category and each shift will be fixed by the Management and / or by the
respective department heads for their department and are liable to be changed for the purpose of
rotation to suit all concerned and to balance the pressure of work as the case may be. Actual working
hours of the employee shall be in conformity with the provisions of law and the employee shall not
object to break duty hours and split shifts. The employees will get one day weekly off in a staggered
manner.

3.6 Shift Working

More than one shift may be done in a department or any section of the Hotel at the discretion of the
Management. If more than one shift is worked employee shall be liable to be transferred from one shift
to another. Employee shall not change their shifts without orders and permission from the
Management.

3.7 Transfer
The Management shall have the right to transfer any employee at any time from one department to
another and / or one property to another within West Bengal and / or India, within the same category for
bonafide reasons and for exigencies of work, such reasons being recorded in the said order provided
that such transfer does not adversely affect the salary of the employee.

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 3.8 Shut Down Closures or Stoppage
The Management shall have the right to shut-down either, wholly or partially any department or section
due to adverse trade conditions, such as stoppages, lockouts, strikes, affecting one or more
departments of the Hotel business, break-down of any plant or machinery, shut-down for periodical
repairs of maintenance, reconstruction, demolition or extension of building, want of sufficient business,
climatic disturbances, import restrictions by the Government acts of legislation, unprofitable working,
epidemic, civil commotion or insurrection, reduction of shifts, failure of power supply, fire, catastrophe
or any other cause of the like nature beyond the control of the Hotel after complying with the legal
formalities, if any.

3.9 Termination of Employment

a) No probationer, temporary / outsourced shall be entitled to any notice or pay in lieu thereof if
his services are terminated either on expiry of the stipulated assignment or period or before
the expiry of the stipulated period nor would it be obligatory on the Management to give him
any reason for such termination.
b) A permanent employee desirous of leaving the Hotel's service shall give one month's notice
in writing to the Management. The Management however has the right on receipt of such
notice to terminate the service of the employee forthwith on payment of wages due to him.
c) If any permanent employee leaves the services of the Hotel without giving notice as
provided in Para (b) he shall be liable to forfeit his wages for one month or for the period by
which the notice falls short of one month
d) All employees shall be retired from the services after they have completed the age of 58
years which is the age of superannuation in this Hotel. However, the management may
grant extension to an employee at their discretion for such period as may be deemed
necessary with or without obtaining a fitness or health certificate.
e) An employee shall also compulsorily retire on a date he is declared medically unfit.

3.10 Suspension

I. An employee who is charged with any misconduct may be suspended by the Manager
pending investigation / enquiry.

II. The order of suspension shall be in writing and shall take effect immediately on
communication thereof to the employee or by pasting on the Notice Board. Such order shall
set out the alleged misconduct and the employee shall be given an opportunity of explaining
the circumstances alleged against him. If on enquiry the charges are established, the
employee shall be liable to be punished.

III. If, however, the charges are not established, the employee shall be deemed to have been
on duty during the period of suspension and shall be entitled to the same wages / salary as
he would have earned if he had not been suspended. If an order of dismissal against a
employee has to be referred to for permission or approval to the Conciliation Officer,
Industrial tribunal or any other similar authority, the employee concerned may be kept under
suspension without any consideration till final orders are passed by the aforesaid authority.

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 III.11 Misconduct
The following acts of commission and omissions will constitute an offence and shall be treated as
misconducts:

1. Willful insubordination or disobedience, whether alone or in combination with another or

others to any lawful or reasonable order of a superior. If any employee doubts the validity,
legality or reasonableness of an order of any superior, he can raise objections only after
complying with the said order and will not refuse it.
2. Participating in a strike which is illegal or unjustified or acting in furtherance thereof or
inciting and or instigating others to go on strikes or striking work either singly or with other
employee without fulfilling the required conditions of peaceful negotiations as prescribed in
the "Grievance Procedures" and 21 days previous notice in writing, stating the reason for
going on strikes, showing further whether other lawful efforts to redress the grievances, if
any, had already been taken, if so what and if not why not. Deliberately indulging in any
tactics, strategy having the result of a stay-in-strike or by doing such things as to cause
stoppage of work of other sections of the Hotel.
3. Striking work or inciting others to strike work in contravention of the provisions of any law or
rules in force.
4. Theft, fraud, or dishonesty in connection with the Hotel's business or property within the
Hotel premises.
5. Absence without leave or overstaying leave.
6. Habitual late attendance or late attendance.
7. Soliciting or collecting contributions for any function or any purpose whatsoever at any time
in the Hotel premises without permission of the Management.
8. Drunkenness, intoxication or carrying of alcoholic liquor into the Hotel, riotous or disorderly
or indecent behaviours, threatening, intimidating, coercing other employee, assault or threat
of assault either provoked or otherwise or making false accusation against superior officer.
9. Negligence or neglect of work.
10. Indiscipline or habitual breach of any rules or instructions for the maintenance and running
of any department or maintaining its cleanliness.
11. Smoking or chewing of betel within the Hotel premises except in place where smoking is
specifically permitted.
12. Damage to work in process or to any other property of the Hotel or tampering with the
records or disclosing to any unauthorized person any information with regard to the process.
13. Distribution or exhibiting on the Hotel premises hand bills, pamphlets, posters or causing to
be displayed by means of signs or writing or to the visible representations any matter
without the previous sanction of the Management.
14. Organizing, holding, attending or taking part in any meetings within the Hotel premises
without the prior sanction of the Management.
15. Threatening or intimidating any Employee/Executive within the Hotel premises of the
Management.
16. Sleeping or loitering or idling while on duty.
17. Indiscipline, insubordination, malingering or showing disrespect or discourtesy to the
superiors.
18. Incivility to the visitors and customers.
19. Habitual breach of any conditions of service and other acts of misconducts

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20. Refusal to submit himself to a search if and when called upon to do so.
21. Engaging in private work or trade within the Hotel or engaging in other employment whilst
still in the service of the Hotel without permission of the Management.
22. To adduce false evidence or deliberately giving false statement before an enquiry officer or
Board of Enquiry.
23. Using of public rooms of the Hotel as a guest or as a customer by any employee/employee
without the written permission of the Management
24. Use of bathroom in the Hotel premises or other places not meant for the employee.
25. Obtaining employment by the concealment of his antecedents by employee/employee which
would have prevented his employment, had they been known before his appointment.
26. Wearing badges (other than those supplied by the Management) or distributing or exhibiting
on the premises or precincts thereof any bills, pamphlets or posters.
27. Wearing uniforms while not on duty or removing the uniform from the premises of the Hotel
except for outdoor work /duty.
28. Taking restaurant food, refreshment or beverages meant for the patrons, etc. to which the
employee/employee are not entitled to and eating during working hours or a place other
than the one prescribed for the purpose.
29. Use of gate other than the gate or gates prescribed for the employee
30. Refusal to obey the specific instructions issued from time to time by the Management of the
Hotel.
31. Divulging any information regarding the process of preparation of food, etc. carried on in the
premises or any other information relating to the stock of raw materials, machines or
information of any other nature calculated to divulge the business secrets of the Hotel or
reputation of the restaurant.
32. Gambling or any other acts of immorality within or outside the premises affecting the
reputation of the Management.
33. Possession of any lethal weapons in the premises except instruments or appliances
required in the due discharge of duties or provided for by the Management.
34. Failure to notify the Management any change in the local or permanent address.
35. Failure on the part of the employee to present himself before the Medical Officer appointed
and notified by the Management for medical check-up and failure to carry out his
instructions.
36. Any act or omission culminating in loss of confidence of the Management.
37. Breach of discipline or riotous or disorderly behaviour or drunkenness during or outside
working hours within the Hotel premises.
38. Conviction by any Court of Law for any criminal offence.
39. Unauthorized use or misuse of property or forcible occupation of any part or portion of the
premises belonging to the Hotel.
40. Malingering or willful slowing down in performance of work or duty inciting others to slow
down work or sabotage or abatement.
41. Uncleanliness and unpreventable appearance or any state of appearance not considered
satisfactory by the Management while on duty or on the premises any time.
42. An act of immorality within the premises or percents of the Hotel including outraging the
modesty of a female worker, indecent behavior towards her, indecent behavior towards a
fellow employee.

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43. Habitual drunkenness outside the premises of the Hotel which has affected his competency,
capacity or efficiency in performing his duties to the requisite extent or which brings bad
reputation to the Management of the Hotel.
44. Commission of any offence as defined in the Indian Penal Code within the premises or
percents of the Hotel.
45. Failure to deposit any lost article found in the premises with the Management.
46. Surrounding or confining Directors, General Manager, Executive Manager, Assistant
Manager, Administrative Officers or any staff or co-workers in order to make them yield to
their demands.
47. Soliciting any tips from the Customers.
48. Surroundings, confining or otherwise restraining the movement of any employee,
supervisors, officers or Management Personnel.
49. Using abusive, filthy or indecent language either singly or collectively.
50. Shouting slogans, hooting, whistling, deliberate bad gesture postures, jeering cat calls.
51. Damaging or defacing Hotel property or any article or materials of the Hotel.
52. False accusation or defaming Management either in the Hotel premises or in public.
53. Defying verbal or written orders of superiors.
54. Deliberate restriction or delay in preparing food stuff or services of guests and customers.
55. Refusal to work in any shift as directed by the Management.
56. Refusal to accept transfer orders and any official communications in writing or verbal from
the Management.
57. Refusal to do any usual job on any place.
58. Not attending the job in the Hotel inspite of leave not being sanctioned.
59. Violation or not complying with the leave rules and procedures.
60. Propaganda either directly or indirectly against the Hotel.
61. Not serving the proper or correct drinks or dishes as ordered by the customers or guests.

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 III.12 Holidays

The employees will be entitled to National & Festival Holidays as per existing rules but due to nature of
this industry the employees will not be allowed to enjoy such holidays on the actual day of festivity but
they will be allowed to accumulate such festival & National Holidays to be enjoyed with their sanctioned
Privilege leave or separately.

III.13 Redressal of Employees / Employee against Unfair Treatment Etc.

All complaints arising out of employment including those relating to unfair treatment, wrongful execution
or wrongful application of these Service Rules shall be submitted to the Manager or any other person
authorized on his behalf with the right of appeal to the Directors.

The employee in the order stated without prejudice to or superceding the “Grievance Procedure” will
adopt the following procedures.

a) Representation to the Head of the Department in writing.

b) Representation to the Operation Manager in writing.
c) Representation to the Director in writing.

III.14 Service Notice

Any notice, memos or letter posted on the notice board shall be deemed to have been personally and
sufficiently served on the employee I employee concerned. All notices required to be posted under the
service conditions shall be in English and shall be kept legible and in clean condition.

III.15 Fidelity & Security Bonds

Where the Hotel deems it necessary, employee dealing with cash, stores and property of the Hotel may
be called upon to execute Fidelity or Security Bonds. In certain cases cash security may also be
prescribed.

III.16 Unclaimed Wages

Any wages due to employee but not paid on the usual day on account of being unclaimed shall be paid by
the Hotel on such unclaimed wage pay day or days as may be notified on this behalf following the date on
which a substantial claim was presented by the employee or on his behalf by his legal representatives,
provided that such a claim is submitted within three years from the date of which the wages became due to
the employee.

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 III.17 Punishment I Disciplinary Action for Misconduct

In awarding punishment under these conditions of service rules the Management shall take into
account the gravity of the misconduct, the previous record, if any, of the employee and any other
extenuating or aggravating circumstances that may exist.

The Punishment for misconduct may consist of:

a) Warned or censored; or
b) Fine subject to and in accordance with the provision of law; or
c) Punishment by withholding the increment, if any, or
d) Suspended by way of punishment for a period of not exceeding 10 days; or
e) Demoted; or
f) Dismissed from the service without any notice or compensation in lieu of notice

III.18 General

All notices, communication, etc. posted on the Notice Board will be deemed to have been personally
and sufficiently served to the employee concerned. In case any communication sent under Registered
with A.D. cover to the employee at the address available at the Hotel, and that the letter of
communication is sent back for any reason whatsoever by the postal authority it would still be deemed
as proper service of the communication.

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4. Work practices

4.1 Working Hours & Attendance

 The Company will have a 6-day, 48-hour working week with an interval of 30 minutes for on
duty meal and two tea/coffee breaks of 15 minutes each.

 It is mandatory for each employee to record their attendance through finger press in the
CTR machine installed at the Time Office (Ground floor) from the day of joining and also
record his attendance in the respective departmental attendance register. Every Employee
is required to record the attendance daily upon his/her arrival and departure from office.

 Employees are required to record their attendance by their stipulated time; however there
will be grace period of 10 minutes. In case an employee is late due to any reason, he/she
must contact HR Department immediately on arrival. If any employee comes after the
maximum grace period of 10 minutes, the CTR machine will automatically register him/her
as late comer. Every 3 such late mark in a month will be treated as one day’s Leave without
pay. Similarly, leaving for the day without Authorization Slip duly signed by the HOD and
submitted to HR department will be treated as unauthorized early going and every 3 such
unauthorized early goings will be treated as one day’s leave without pay.

 Employees engaged in extended shifts and travel, as certified by the immediate supervisor
may be allowed suitable grace for coming late the next morning. The supervisor /
department head’s written authorization regarding these needs to be given to the HR
department.

 The employee will be considered absent in case he/she has not recorded his presence in
the attendance register. In case of unauthorized absence, employee will be liable for
disciplinary action as per management and no salary will be paid for that period.

 In case an employee goes for outdoor/official work, he/she has to inform his/ her supervising
officer accordingly, fill the outdoor duty form and pass it to the HR Department. All
Sanctioned Official Duty (OD) / Official Tour (Off.T) application, authorized by the relevant
sanctioning authority in the prescribed format has to be submitted to the HR in advance.
Only in very exceptional circumstances application can be submitted on return, if
sanctioning authority is satisfied that reason for not submitting the application in advance is
genuine.

 In case any employee has to move out of the office for any reason, he is required to get
prior approval from his/her immediate manager and HR.

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4.2 Professional Conduct

The Hotel maintains a pleasant, congenial and safe working environment. In order to accomplish this
objective and to protect individual employees, well-defined policies, procedures and guidelines are in
place. These are not exhaustive, as it would be impossible to develop rules covering every possible
situation. You are expected to adhere to accepted standards of conduct and courtesy. Violation of
these standards may result in disciplinary action even leading to dismissal.

4.2.1 Personal Appearance

An employee is expected to maintain a smart appearance at all time during his/her hours of work and to
follow any rule of Company relating to appearance. All the employees are expected to wear clean and
presentable clothes. Those given uniform are expected to be on work wearing clean, ironed uniform.
The Office environment reflects the Organization’s way of working and employees are expected to
maintain a professional standard.

4.2.2 Visitors Policy

All employees need to ensure that any visitor coming to meet them takes prior appointment as far as
possible. The employee needs to intimate the same to the Security and the Reception. On the arrival of
the visitor, Security would inform the concerned person who can either receive the visitor himself or
direct the guest to the visitor’s area. After the visit the visitor should be escorted to the Time Office.
However, if a visitor comes uninformed, security will check with the concerned person. If the person
declines to accept or to receive the guest, the visitor would be sent back. If the visitor is accepted then
the above-mentioned procedure will be followed.

An employee is not expected to:

 Discuss his/her company related activities with an outsider.

 Give out customer information.
 Comment on issues that are a subject matter in the court of law.
 Discuss financial projections of the company.
 Discuss plans, programs, products or operations of the company.
If anyone is found to be transgressing this he/she shall be liable for suitable disciplinary action including
termination from the services & organization reserves the right to prosecute the employee concerned or
recover the damage incurred thereof.

4.2.3 Gifts and Hospitality

The company requires its employees to ensure that gifts and hospitality offered by suppliers and
potential suppliers of goods and services to the company are declined. This applies, whether the gifts
are offered within or outside normal working hours.

4.2.4 Identification

Employees should wear or carry their identity badges whilst carrying out their duties.

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5. HR Process and Policies
5.1 Induction Process

HR department will organize the orientation/ induction program for the purpose of the smooth
induction of the new employee[s] in the organization.

Objective: To enable new employee to become familiar with the Hotel, its vision, value statement and
procedures. The objectives of Induction program are following:

 To familiarize new employees with the Company and its people and the prevailing systems
and procedures.
 To make a new recruit comfortable in the organization.
 To provide description of the career path within the organization
 To articulate performance expectations from the employees
 Introduction with department heads and the organization structure.
 To tell you about-expected behavior and office conduct.
 Induction into the overall department /functions by discussions with all the Dept. Heads

Generally, induction program will be of one full day but may be extended as per the needs of the
program and will be co-ordinate by Human Resources Dept. and the respective Department Head

5.1.1 INDUCTION CHECKLIST FORM

PERSONAL INFORMATION
NAME
DEPARTMENT
H.O.D

PLEASE CHECK THE FOLLOWING BOXES ONCE THE INFORMATION HAS BEEN
PROVIDED TO YOU
YOUR JOB: THE COMPANY:

ROLE & RESPONSIBLITIES MISSION STATEMENT

I CONFIRM THAT THE ABOVE ITEMS I CONFIRM THAT THE ABOVE ITEMS HAVE
ROLE BEEN
HAVE OF DEPARTMENT
FULLY EXPLAINED TO ME COMPANY
BEEN PROVIDEDOBJECTIVES
BY THE UNDERSIGNED
TRAINING HEALTH & SAFETY POLICY
___________________________________
WEEKLY HOURS OFFICE FACILITIES
EMPLOYEE’S SIGNATURE ____________________________________
HOLIDAY PROCEDURE SMOKING
H.O.D’S POLICY
SIGNATURE
DISCIPLINARY PROCEDURE FIRE PROCEDURES
___________________________________ FIRST AID
___________________________________
DATE DATE

5.1.2 JOINING PROCEDURE

With the assistance of HR Department, you would need to complete the following formalities:
 Submit the joining report.
 Copy of Birth Certificates/School Leaving Certificate
 Academic and Professional Certificates (original and copy).
 4 passport size photograph
 Relieving Certificate from Previous Employer/proof of previous employment

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  Fill in & submit the Employee Information Form.
 Fill in form for opening Bank Accounts.( in case of employees on company payroll )

All the above formalities are to be completed by a candidate at the time of joining or latest within the
first week of joining the Company. All originals need to be submitted to HR for verification and would
be returned within 30 days of receipt.

5.2 Training and development policy

All executives have to undergo a minimum of 90 hours of training during the course of the year
irrespective of his performance.
Training will be given in the areas as determined by the HR department and special emphasis will be
given to the area determined by the annual appraisal of a particular executive.
The purpose of the training is to ensure improvement of the performance of the individual through
enhanced skills, knowledge and relationship in the workplace to enable the individual to grow within
the organization. It is mandatory for all executives to attend the training courses according to the date
and time calendar provided to them by the HR department.

5.3 Leave Policy

For the purpose of leave, accounting period shall be calendar year Jan-Dec.

Availing leave is not a matter of right. The management can thus refuse to grant leave to an employee
due to exigencies of work. The casual leave should get sanctioned 02 to 03 days before availing from
the dept. head, and the earned leave before 10 days.

 Consolidated Leaves 24 Days per Year for Employees (covered under e.s.i.)
 Consolidated Leaves 30 Days per Year For Employees FOR H.O.D.
(not covered under e.s.i.)

5.3.1 Festival Holidays

Employees working under Administration will be entitled to 14 festival holidays as per Administration
Holiday List. Employees in operation will be entitled to 14 festival holidays as per Holiday list for
Operational Staff.

5.3.2 Leave Forecast

In order to regulate leave of the employees, and to ensure that all may get their leave without work
being hampered, it is essential that leave is planned well in advance, it is forecast, and thereafter it is

44
followed sincerely. Departments will have to keep the forecast updated & keep HR informed of the
changes.

5.4 Appraisal policy

 The appraisal process aims to improve the effectiveness of the organisation by contributing
to achieving a well motivated and competent workforce.
 Appraisal is an ongoing process with an annual formal meeting to review progress.
 The appraisal discussion is a two way communication exercise to ensure that both the
needs of the individual and of the organisation are being met, and will be met in the next
year.
 The appraisal discussion will review the previous year’s achievement, and will set an agreed
Personal Development Plan for the coming year for each member of staff.
 All directly employed employees who have completed their probationary period are required
to participate in the appraisal process.
 The appraisal process will be used to identify the individual’s development needs and
support the objectives of the Training and Development Policy.
 The appraisal process will provide management with valuable data to assist succession
planning.

SAMPLE APPRAISAL FORMAT JR. LEVEL - BELLOW HOD

Hotel Wisdom Employees Name:

Kolkata - 700029 Designation/ Grade:
Contact No. 033 3021 18666 Department:
Recommended for:

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Sl List Of Categories Poor Average Good Excellent
No. 10-19 20-29 30-39 40
1 Knowledge of Property.

2 Knowledge of Service Standards.

3 Knowledge of menu.

4 Punctuality/ Consistency.
5 Behavior With Co-workers.

6 Behavior with Guest.

7 Guest Relationship.

8 Behavior Towards Superiors.

9 Productivity.
10 Revenue Oriented.

Strengths & Weaknesses:

Areas Requiring Attention and Training:

Remarks Department Manager:

Remarks General Manager/ Managing Director:

Remarks Human Resources Manager:

Signature employee Signature HR Manager

5.5 Increment

Increments would be done automatically depending on the time of appointment. The top management
in its own discretion however will determine the increment.

5.6 On duty meal

There is a dedicated cafeteria for staff to have their on duty meal as per the following timing:

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Staffs are allowed one time tea and one major meal per shift. In case an employee is doing break shift
he will be entitled for two meals.

HOD would get a laid out buffet for lunch or dinner at the coffee shop / restaurant between scheduled
times.

5.7 Uniform- Uniform Measurement and Grooming Style

a. The human resources department will inform housekeeping or the official tailors of the new
recruits for measurements.

b. The uniforms will be decided by the post held by the recruit, the style and pattern will be
approved by the organization.

c. Grooming styles play an important part in the service industry, a key part that influences the
image of the property.

d. The Managers should always be in full formals, no matter what the theme, guest and clients
should feel that an important man in the organization is handling their orders or somebody
important is hearing their complaints.

e. All employees are required to wear company uniform.

f. The type of uniform will be decided by the management and given once in a year.

g. Employees will be given two sets of uniform and 1 pair of shoes to be collected from the
housekeeping department.

h. Uniforms should not be taken out of the hotel premises and should be kept in the locker
provided.

i. Soiled uniforms should be handed over to the housekeeping department for cleaning.
Employees are expected to wear a uniform for at least two days before giving it for washing.

j. At the time of separation from the organization, employees are required to return the uniform
to the housekeeping department and obtain a clearance certificate.

k. Old uniforms are to be handed back on issuance of new uniforms.

5.8 Locker facility

Lockers will be provided to all employees by the housekeeping informing hr department and keys will
be allotted to them. Employees are required to keep their uniform and belonging in the locker.
Safekeeping of the keys is the responsibility of the employees. in case keys are misplaced HR must be
informed immediately and the cost of the new key will be borne by the employee.

Management has the right to search lockers at any time.

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 5.9 Dress code and personal hygiene

The following dress code should be maintained at all times on duty:

Gentlemen

 Uniform should be clean and ironed properly.

 Face should be clean shaven. Those sporting moustache should take care to keep it trimmed
properly.

 Hair should be clean and short, properly combed.

 Shirts and jackets should be buttoned at all times.

 Shoes should be polished.

 Strong perfume should be avoided.

Ladies

 No sleeveless dresses should be worn.

 Long hair should be tied up in a bun or clipped up.

 Facial makeup should be light. Dark and bright lipstick should be avoided.

 Very light gold ornaments like chain, ear tops bangles can be worn on duty.

Personal Hygiene

 Nails should be properly clipped and kept clean.

 Regular baths are a must to keep body odour away.

 Employees coming in contact with the guest must use light deodorant.

 Employees should maintain fresh breath if required mouth fresheners should be use.

 Chewing gum, beetle leaf and pan masala is completely banned on premises.

6. EMPLOYMENT LETTERS.
6.1 APPOINTMENT LETTER

Appointment Letter

Frictional Restaurants PVT LTD

# 1 Friction Road
Friction Avenue- 700029

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June 30, 2013

Mr. Philip Lama.

# 4/1 Kodambakkam High Road
Nungambakkam
Chennai- 600034

Dear Philip,
We are pleased to appoint you as _________________ at ________________with effect
from_________________________. You may also be placed in other positions within the group as per
the Management’s discretion.

Your appointment is subjected to the following terms and conditions:

1. Salary & allowances will be as follows from the date of appointment:

Grade :

Basic Salary :

House Rent Allowances :

Conveyance Reimbursement :

Uniform Reimbursement : Reimbursement towards maintenance of uniform

Up to a maximum of Rs.______ per month

Medical Reimbursement : Reimbursement for self and family subject to a

Maximum of 12.5 % of monthly basic salary.

Leave Travel Allowance : Reimbursement for self and family subject to a

Maximum of 12.5 % of basic salary earned per year

Provident Fund : As applicable under the provisions of the Employee’s Provident

Fund and
Miscellaneous Provisions Act 1952

2. You will be on a probation period of 6 months from the date of appointment during which
services may be determined by either side without notice and without assigning any reason
whatsoever. In the event of such determination you will be paid no salary in case you leave
the services of the company within one month of your appointment on your own accord.

3. You shall abide by the Service Rules, as specified in the Employees Hand Book which
includes all the terms and conditions of service of the company, as part of your contract of

44
 service. However, all new policies and regulations that may be enforced by the Organization
from time to time will be applicable to you.

4. Indulging in any misconduct specified in the Service Rules of the Company will be treated as
a breach of contract and render the appointment void.

5. You will not be deemed a “Workman” under the meaning of section 1 (f) of the Service
Rules/ Terms and Conditions of employment of the Company.

6. You may be transferred to any unit of the company or to another company within the
Organization or its affiliates, associates or subsidiaries in the group or to any company with
which the Organization has or would have an arrangement of providing services
.
7. During our probation period your performance will be subject to periodical review. In the
event of unsatisfactory performance, the Management may either terminate your services or
extend your prohibition period for a further period of 6 months in spells of 3 months each.
Termination would also apply to the extended period of probation.

8. You may be confirmed on satisfactory completion of your probation period on review of

your work and general aptitude. You will be considered ‘confirmed’ only after a
confirmation letter is issued to you.

9. You shall be entitled to a basic salary review at the time of the annual increment following
your confirmation. If there is any pre requisite revision in your grade in the intervening
period, you will be entitled to the same. In the event that your probationary period is
extended, you will be entitled to grade prerequisite revision on confirmation.

10. Upon confirmation, your services are subject to determination by two month’s notice or two
month’s salary in lieu thereof on either side. But in case of insubordination, indiscipline,
dishonesty, neglect of duty, absence without leave or permission, or any similar offence your
services may be terminated without notice or without salary in lieu of notice thereof. You
will be entitled to experience and clearance certificate subject to your providing the company
the stipulated two months notice period on determination of services from your end.

11. You will not engage your self in any other business directly or indirectly. You will not
divulge or make known any trusts, secrets, accounts or business dealings of the organization
or anything related thereto. You will not publish directly or indirectly any information, paper,
document or matter of any kind whatsoever relating to the organization or otherwise commit
a breach of any of the conditions afore-said in which case the management shall have the
liberty to terminate your services without notice or without salary in lieu of notice thereof.

12. In the event of your neglecting, becoming unable in consequence of ill health, infirmity,
accident, or any indulgence in excess or impropriety, thus rendering you unable to comply
with the conditions of your appointment in this organization, the management shall be in
liberty to terminate your services without notice or without salary in lieu of notice thereof.

44
 13. You will retire from services of the company at the age of ______ years after which the
retention of your services will be absolutely at the option of the management.

14. The appointment and its continuance is subject to you being medically fit in the option of the
Company’s Medical Officer.

Please confirm your acceptance by signing and accepting the duplicate copy of this letter.

We take pleasure in welcoming you to the ______________ and look forward to a long and productive
association with you.

Yours sincerely,

____________________
Managing Director/ General Manager

6.3 CONFIRMATION LETTER

Frictional Restaurants PVT LTD
# 1 Friction Road
Friction Avenue- 700029

Contact no. 033 65299958

44
December 31, 2007

Mr. Philip Lama

Executive- Food & Beverage
Frictional Restaurants PVT LTD

Dear Philip,

Congratulations!

We are pleased to confirm you as Executive- Food & Beverage at_______________

With effect from_____________

All other terms and conditions of service stated in your letter of appointment will remain unchanged till
further review. However, all new policies and regulations that may be introduced by the organization
from time to time will be applicable to you.

We believe that you will continue to put in your best effort to strengthen the _______ team, improve its
service and enhance its image.

We wish you success in life.

Yours sincerely

_____________________
Managing Director/ General Manager

7. INFORMATION SHEET

44
Hotel Wisdom
Kolkata - 700029
Contact No. 033 3021 18666

44
 Attach Photo
Applicants Name

Father’s Name Present Address:

Date of Birth

Age Permanent Address:

Sex

Martial Status Reference 1

Name:
Educational Qualifications Phone No:

Reference 2
Name:
Blood Group Phone No:

Please Attach Copies Of:

1) Resume.
2) Experience Certificate. Signature
3) Educational Certificates.
Date
4) Salary Certificates.
Place
Please present the originals at the interviews with the Heads Of Departments.

8. INTERVIEW ASSESSMENT FORMAT

Hotel Lindsay Applicants Name:

8 A & B Lindsay Street
Kolkata - 700087 Department:
Contact No. 033 3021 18666

Post Applied For:

44
Sl Assessment Human Departmental General
No Fields Resources manager Manager
Manager

Remarks Remarks Remarks

Can be in between Recomm
Considered average & ended for
For job. good, the job,
please
select.

9. OTHER GENERAL ACTIVITIES

I. Name badges are to be provided by the human resources department.

II. First aid classes for selected members of the staff.

III. Notice boards.

IV. Birthday wishes to staff.

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 V. Annual day celebration.

VI. Team building activities.

10. FILES & DOCUMENTATION

1. Official format for taking details of new recruits.

2. Interview assessment format.

3. Contract format for temporary workers.

4. Appointment letter format.

5. Individual files for staff, to record the progress of the staff. Their achievements, their appreciations
and their bad remarks or memos.

6. All appreciations letters from guest and organization should be filed and acknowledged.

7. Half yearly appraisal format and yearly appraisal format. Please note that appraisals have to finish
before March, so that the raise in salaries can be included in the next years budget for manpower.

8. Salary raise or increment should be made on the marks scored by the individual, there by making it
impartial. Staff would not needlessly hold the organization at ransom for salary increment as they
know that there is a set format and time.

11. PERSONNEL RECORDS

The HR Department starts maintaining the Personnel File of the Employee with the essential
documents from the time of recruitment. Hotel Wisdom maintains a documentary file for every
employed person. All personal data are maintained in personnel department, namely:

44
  Name of the employee.

 Four copies of photographs of the employee.

 Address; permanent & present with contact number.

 Qualification: Academic & Professional.

 A copy of offer letter of the employee

 A copy of appointment letter

 Branch/Department joined & designation

 Salary (updated salary status) with starting Gross on an yearly basis

 Leave & attendance details.

 Performance Appraisal Report.

 All records of training given to the employee

 Promotion & Re-designation details

 Increment details on an yearly basis

 Spl. Allowance given with effective date

 Inter-departmental transfer with effective date

 Rewards given/ disciplinary action taken

 Date of leaving service

 Last gross on the date of leaving

Personal Information of Employee.

12.
HOTEL WISDOM
(To be filled in capital letters)

Name………………………………………..Datof Birth………/……./19…………………….

Father’s Name………………………Mother’s Name……………………………………………

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Address:Local…………………………………………………………………………………….

…………………………………………………………………………………………………….

Permanent………………………………………………………....................................................

…………………………………………………………………………………………………….

Nationality…………………….Marital Status: Married/Single

Family Details:-
Sl.No. Name Age (As on date) Relationship
1.
2.
3.
4.
5.
Are you related to any of our present employees; if yes, details:-
Name of the Employee……………………………………Relationship…………………….....
Dept……………………………………….Designation…………………………………….........
Educational History from School leaving Certificate to Professional/Tech Qualification

Sl. Examination Name of the board Year of Grade/Division Specialization Remarks

No. Institution& passing If any
university

Details of Previous Experience-If Any

Sl. Name of the Period Designation & Nature of Gross Salary Reasons of
No. Co.& Address Responsibilities Leaving
With phone From To
number

44
Note: Where required please attach extra sheets.

Are you covered under ESI—if yes I.P. No………………………………………………………

Are you a member of Statutory PF .Scheme – if yes A/C No…………………………………….

Have you any physical disability—If yes-please give details…………………………………….

(If required please attach separate sheet)

Please give three references one of whom must be from your Locality.

Sl.NO Name Address (Residential) Tele.No /Mobile No. Details of His or Her
Profession

1.

2.

3.

I hereby declare that the information furnished above is true to my knowledge and in case it is
proved otherwise at any time I shall be liable for summary dismissal form the services of the
company.

Date: …………………../………….20/…….

Res.Tel.No: …………………………………

Mobile No: ………………………………… Signature of the Applicant

44
 (For Office Use Only)

Date of Application :.….………………... ……………………......................................

Date of Interview :...………………………………………………………………....

Final Interview Date and By:………………………………………………………………….

Date of Joining :………………………………………………………………….

Designation :……………………………………………………………..........

Grade :.…………………………………………………………….........

CTC :.....………………………….........................................................

Probation Period :.………………………………………………….........................

Date of Confirmation :.…………………………………………………………….........

Signature

Date ,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,, Manager HR

13.MANPOWER REQUISITION FORM

DATE: / / 2011

FROM ……………………….. TO HR DEPARTMENT

WE NEED THE FOLLOWING PERSONNEL / PERSONNELS FOR OUR DEPT. AS A REPLACEMENT/ NEW
VACANCY AS DETAILED BELOW:-

44
SL NO. DESIGNATION EXP JOB PROFILE APPROX CTC TO JOIN BY
1          
2          
3          
4          

YOU ARE REQUESTED TO INITIATE THE SELECTION PROCESS SO AS TO ENABLE THE PERSONNEL/S
TO JOIN THE ORGANIZATION AS PER STIPULATED SCHEDULE.

14. LEAVE APPLICATION FORM

HOTEL WISDOM
APPLICATION FOR LEAVE

To
THE MANAGER HR Date……………….

44
 Sir,
Kindly grant me ………day(s) leave from..................to…………both days inclusive on

Account of …………………………………………………………………………………..

…………………………………..

Address: During leave Period:

……………………………….. Signature………………………

……………………………….. Name………………………….

……………………………….. EMP ID ……………………….

Telephone……………………. Department…………………….

Mobile No…………………….

(For Sick leave - Medical Certificate should be attached)

(FOR OFFICE PURPOSE)

….. Days Leave Due For The Year 20….. Leave Recommended/Not
Recommended

Leave granted for ….days with/without pay Remarks if not

Recommended…………

MANAGER HR (DEPARTMENTAL HEAD)

15.EXIT INTERVIEW FORM.

HOTEL WISDOM
EXIT INTERVIEW
Employee Termination Date
Employee ID Eligible for Retire ( ) Yes ( ) No
Job Title

REASON FOR LEAVING

44
( ) Another Position ( ) Attendance
( ) Personal Reason ( ) Violation of Company Policy
( ) Relocation ( ) Lay Off
( ) Retirement ( ) Reorganization
( ) Position Eliminated ( ) Others

Employee Comments:

Interviewer Comments:

Questionnaire

1. What are your primary reasons for leaving?

2. What did you find most satisfying about your job?

44
 3. What did you find most frustrating about your job?

4. Where there any company policies or procedures that made your work more difficult?

5. Would you consider returning to this company in the future?

6. Would you recommend this company to a friend as a good place to work?

7. Is there anything the company could have done to prevent you from leaving?

Employees Signature: Interviewers Signature:

___________________ _____________________

Date: ___________________

ArupDutta(pursuingPhD
---------
inMolecularGastronymy,MBA(HR),BHM)

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