INTRODUCTION OF HOTEL JAYPEE PALACE

Amongst the most contemporary of 5 star hotels in Agra India, Jaypee Hotels
offers the luxury that has a subtle blend of the Mughal architectural brilliance of
India and modern amenities. The exquisite ambience of a prosperous kingdom,
the luxury of 5 Star hotels... That's "Jaypee Palace Hotel" Your own Kingdom....
The sprawling 25 acres in Agra of landscaped gardens.... Tree lined walkways,
Dancing Fountains... The state-of-the-art Conference Facilities, Modern
Business Centre, Speciality Restaurants, Health Club, 350 elegantly appointed
luxury rooms.... And friends who are dedicated to your services offering you the
luxury of online booking and reservations to one of the best 5 Star hotels in
Agra, India.
The Jaypee Palace Convention Centre, Agra is the ideal venue to host any
conference or events. The hotel boasts a total floor area of 6770 square meter
equipped with comfortable & ideal seating, natural lighting & state-of-the-art
audio/video facilities. It is the perfect place to organize large conferences or
small meetings.

Classes for Body Sculpting, Aerobics, Weight, Swimming, Jogging and Cycling
are conducted at the Jaypee Palace Hotel. Health Club and Fitness Centre with
spa facilities, Billiards/Pool, Tennis, Squash Courts, Table Tennis, are also
available.
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For the convenience of the guests, Jaypee Palace Hotel and Convention Center,
Agra the hotel also provides beauty parlor, money changer, and doctor on call,
valet service, postage, and astrologer, shopping plaza, banking, valet parking
and golf amongst others. Welcome to the world of luxury and enjoy an
unforgettable experience.
OUR VISION
To create Hotels of Excellence where the environment is Warm, Caring &
Sincere for all..
OUR MISSION
Consolidate it`s position as a modern & contemporary hotel chain that has
a blend of technological excellence, elite look, high caliber staff and is
customer driven..
The Jaypee Group with strong values of commitment, integrity and honesty
has been efficiently servicing the corporate and the leisure traveller through
its four Five Star properties in New Delhi, Agra & Mussoorie.
Immense potential of the tourism industry propelled Jaypee Group's foray
in the hospitality sector and in 1981, Jaypee Siddharth, New Delhi, a 98room hotel in the five star category commenced operations.
Jaypee Vasant Continental, New Delhi, a 123 room hotel, was added to the
product portfolio in 1982. It is located in the upmarket Vasant Vihar area,
strategically close to the airport.
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Jaypee Residency Manor, Mussoorie, a hill resort hotel, became

operational in March 1995 and has since firmly established itself as one of
the leading hotels for the corporates as well as leisure travellers.
March 1999, saw the curtain rise on Jaypee Palace Hotel & Convention
Centre, Agra, a truly world class Hotel and International Convention
Centre. With 350-rooms and suites, Jaypee Palace Hotel has been designed
by Mr. Ramesh Khosla, winner of the prestigious Aga Khan Award.
Meaning and defination
The relationship between Employer and employee or trade unions is
called Industrial Relation. Harmonious relationship is necessary for both
employers and employees to safeguard the interests of the both the parties of the
production. In order to maintain good relationship with the employees, the main
functions of every organization should avoid any dispute with them or settle it
as early as possible so as to ensure industrial peace and higher productivity.
Personnel management is mainly concerned with the human relation in industry
because the main theme of personnel management is to get the work done by
the human power and it fails in its objectives if good industrial relation is
maintained. In other words good Industrial Relation means industrial peace
which is necessary for better and higher productions.
DEFINITION

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

manpower of the enterprise whether machine operator, skilled worker or
manager
. BETHEL, SMITH & GROUP
ii. Industrial Relation is a relation between employer and employees, employees
and employees and employees and trade unions

One of the fastest growing sectors of the economy of our time is the hotel
industry. The hotel industry alone is a multi-billion dollar and growing
enterprise. It is exciting, never boring and offer unlimited opportunities. The
hotel industry is diverse enough for people to work in different areas of interest
and still be employed within the hotel industry. This trend is not just in India,
but also globally.
Modern hotels provide refined services to their guests. The customers or
guests are always right. This principle necessitated application of management
principles in the hotel industry and the hotel professionals realized the
instrumentality of marketing principles in managing the hotel industry.
The concept of total quality management is found getting an important
place in the marketing management of hotels. The emerging positive trend in
the tourism industry indicates that hotel industry is like a reservoir from where
the foreign exchange flows. This naturally draws our attention on HOTEL
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MANAGEMENT. Like other industries, the hotel industry also needs to explore
avenues for innovation, so that a fair blending of core and peripheral services is
made possible. It is not to be forgotten that the leading hotel companies of the
world have been intensifying research to enrich their peripheral services with
the motto of adding additional attractions to their service mix. It is against this
background that we find the service mix more flexible in nature.
The recruitment and training programmes are required to be developed in
the face of technological sophistication. The leading hotel companies have been
found promoting an ongoing training programme so that the personnel come to
know about the use of sophisticated communication technologies.

Hotel The Concept

At the outset, we go through the concept of hotel. The common law says that
hotel is a place where all who conduct, themselves properly and who being able
and ready to pay for their entertainment, accommodation and other services
including the boarding like a temporary home. It is home away from home
where all the modern amenities and facilities are available on a payment basis.
It is also considered to be a place where tourist stops, cease to be
travellers and become customers. The definition presented by hotel operators to
authorities of the National Recovery Administration in Washington is found to
be a more comprehensive definition, presented by Stuart Mc Namara. The
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definition states that, Primarily and fundamentally, a hotel is an establishment

which supplies boarding and lodging not engaged in inter state commerce or
in any intra state commerce, competitive with or affecting inter state
commerce (or so related that the regulation of one involves the control of
other).
The hotel may furnish quarters and facilities for assemblage of people
for social business or entertainment purposes and may engage in retaining
portion of its premises for shops and businesses whose continuity (i.e.,
proximity) is deemed appropriate to a hotel. The assemblage of people for social
business and entertainment purposes makes it essential that hotels are also
furnished with a big conference hall where the maximum possible
accommodation is available. We also call it the function room.

Motel The Concept

Initially the term motel was meant for local motorists and foreign tourists
travelling by road. They serve the needs and requirements of these travellers and
meeting their demand for transit and accommodation. Some of the important
services offered by the motels are parking, garage facilities, accommodation,
and restaurant facilities.
Motels are found located outside the city, preferably by the side of high
ways and important road junctions. The accommodation in this is more in the

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category of a chalet facility. In USA, the motel accommodation is ranked at

par with hotel accommodation.

Origin of the word Hotel

Before 1760 people used to go to inns for having their lunch, dinner etc
.It was the place where families used to host their guest inns owner used to
provide lodging and boarding facility service to their guest.
To world hostel was used then it was called hostelier which means
head of unit or the place. The Norman people invented the word hotel. The
word hotel was originally in England, officially from 1760. The real growth
of modern hotel was originated in U.S.A with opening of City Hotel in
New York in the year 1974. This was the first building erected for the hotel
purpose. This period also saw the beginning of chain operation under the
guidance of E.M.STATLER. It involves big investment, big profits and trained
professional to manage business.

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Origin of Hotel Industry

The repreciation in 1930 had a disaster effect in a hotel industry after the
World War II and brought a tremendous up surge to hotel industry with
continuous prosperity of hotel industry.
Mass travel is a modern phenomenon that emerged after World War II.
Mass tourism continues to grow as political freedom, economic wherewithal
and social equality spread across the globe. With the economic engine of
development running at full steam, there was a growth in international travel
and thereby growth in hotel industry.
Estimates abound as to the importance and size of house keeping.
Certainly, its economic contribution is critical to the global economy whether as
a service to the business community.

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Background of Hotel Industry

Prior to the 1980s, the Indian hotel industry was a nascent and slow
growing industry primarily consisting of relatively static, single hotel
companies. However, Asian games in 1982 and the subsequent partial
liberalization of the Indian economy generated tourism interest in India with
significant benefits accruing to the hotel and tourism sector in terms of
improved demand patterns. Fortunes of the hotel industry are tied to the
fortunes of tourism and the general business climate in the country, which is
why the economic liberalization initiatives implemented since 1991, led to a
soaring demand and supply gap in the hotel industry.

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GENERAL CLASSIFICATION OF
HOTEL INDUSTRY
Classifications of hotels
On the basis of standards:
Like most of the countries in world, India also has hotels divided in
different categories depending on their location, facilities, infrastructure and
amenities provided. All the star hotels in India are government approved with
continuous control on the quality of services offered.
Five Star Hotels: - The most luxurious and conveniently located hotels
in India are grouped under Five Star Deluxe Hotel categories. Five Star
Deluxe in India are globally competitive in the quality of service
provided, facilities offered and accommodation option. These are top of
the line hotels located mostly in big cities. These hotels provide all the
modern

facilities

for

accommodation

and

recreation

matching

international standards in hospitality. In such type of hotel HR department

are established separately and to execute and to follow the concept of HR
strictly, HR professional are hired.
Four Star Hotels: - A rung below five star hotels are Four Star Hotels,
these hotels provide all the modern amenities to the travelers with a
limited budget. Quality of services is almost as high as the five stars and
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above categories. These kinds of hotels are there for the travelers with
limited budget or for the places which might not get the tourist traffic
associated with larger cities. In such type of hotel concept of HR is more
or less followed.
Three Star Hotels: - These are mainly economy class hotels located in
the bigger and smaller cities and catering to the needs of budget travelers.
Lesser in amenities and facilities, these hotels are value for money and
gives good accommodation and related services on the reduced price.
Services would be stripped down version of higher categories of hotels
but sufficient to fulfill customer basic needs. In such type of hotel
concept of HR may or may not be present. If present all functions of
HRD is curtailed.
Two Star Hotels: - These hotels are most available in the small cities and
in particular areas of larger cities. Catering to the backpacker tourist
traffic, these hotels provide all the basic facilities needed for general
accommodation and offers lowest prices. In this type of hotel concept of
HR is absent.
One Star Hotels:- The hotels with most basic facilities, small number of
rooms locations in the far-flung areas are grouped under One Star Hotel
category. These hotels are best when customer is looking for cheapest
available accommodation option. In this type of hotel concept of HR is
alien words.
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 On the basis of Nature:

Heritage Hotels
Heritage hotels in India are best if one is looking for sheer elegance,
luxury and loyal treatment. They are not just another accommodation
options but tourist attractions in themselves. Exquisitely designed and
decorated, meticulously preserved, high standards of service and ethnic
cultural motifs helps the tourists get the complete experience of an India.
Beach Resorts Hotels
Peninsular India bounded by Arabian Sea, Bay of Bengal, Indian Ocean
and the two emerald archipelagos of Lakshwadeep and Andaman and
Nicobar have a long coast line of around 7500 km, offering an amazing
array of beaches, some popular, some not so well known. Thus location
of resort is the basic point of attraction for tourists.
Wild Resorts Hotels
A wildlife tour is incomplete if one does not actually live in a forest for a
few days. It means living in a rest house or a tent the midst of the dense
wilderness and waking up to the twittering of birds.
Government Approved Hotels
These are the hotels, which might not have applied for star categorization
or small enough to find them in the list. Many of the wildlife resorts,

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lodges and hostels are government approved providing a minimum level

of accommodation facilities at far off places.
Residential Hotels
The residential hotels work as apartment house. Often we call them
apartment hotels. The hotels charge rent on monthly, half yearly, or
yearly basis. They are generally located in big cities and towns where no
meals are served to the customers. Initially, the residential hotels were
developed in the USA. The services offered here are comparable to an
average well managed home.

Commercial Hotels
The commercial hotels are meant for the people who visit a place of trade
and commerce or business purposes and therefore these hotels are found
located at the commercial or industrial centers. They focus their attention
on individual travelers and are generally run by owners.
Floating Hotels
The floating hotels are located on the water surface. The places are sea,
river, and lake. These hotels provide with all the facilities and services
made available in a good hotel. In the leading tourist generating countries
of the world we find the practice of using old luxury ships as floating
hotels.

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USERS OF HOTEL INDUSTRY

In marketing hotel services, it is important to know about the different types of

users availing the services with diverse aims and objectives. This would ease the
task of marketers specially while studying the behavioural profile.
The following is the classification of different categories of domestic and
foreign users.
Users of Hotel Industry
DOMESTIC:

FOREIGN:

Pilgrims

Political representatives

Students

Trade representatives

Officials

Educationists

Film stars etc.

Tourists, Sportsmen etc.

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HISTORY
When labor markets are seen as imperfect, and when the employment
relationship includes conflicts of interest, then one cannot rely on markets or
managers to always serve workers interests, and in extreme cases to prevent
worker exploitation. Industrial relations scholars and practitioners therefore
support institutional interventions to improve the workings of the employment
relationship and to protect workers rights. The nature of these institutional
interventions, however, differs between two camps within industrial relations.
The pluralist camp sees the employment relationship as a mixture of shared
interests and conflicts of interests that are largely limited to the employment
relationship. In the workplace, pluralists therefore champion grievance
procedures, employee voice mechanisms such as works councils and labor
unions, collective bargaining, and labor-management partnerships. In the policy
arena, pluralists advocate for minimum wage laws, occupational health and
safety standards, international labor standards, and other employment and labor
laws and public policies.
These institutional interventions are all seen as methods for balancing the
employment relationship to generate not only economic efficiency, but also
employee equity and voice. In contrast, the Marxist-inspired critical camp sees
employer-employee conflicts of interest as sharply antagonistic and deeply
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embedded in the socio-political-economic system. From this perspective, the

pursuit of a balanced employment relationship gives too much weight to
employers interests, and instead deep-seated structural reforms are needed to
change the sharply antagonistic

emplo
yment relationship that is inherent within capitalism. Militant trade unions are
thus frequently supported.
Institutionally, industrial relations was founded by John R. Commons when he
created the first academic industrial relations program at the University of
Wisconsin in 1920. Early financial support for the field came from John D.
Rockefeller, Jr. who supported progressive labor-management relations in the
aftermath of the bloody strike at a Rockefeller-owned coal mine in Colorado. In
Britain, another progressive industrialist, Montague Burton, endowed chairs in
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industrial relations at Leeds, Cardiff and Cambridge in 1930, and the discipline
was formalized in the 1950s with the formation of the Oxford School by Allan
Flanders and Hugh Clegg.Industrial relations were formed with a strong
problem-solving orientation that rejected both the classical economists laissez
faire solutions to labor problems and the Marxist solution of class revolution. It
is this approach that underlies the New Deal legislation in the United States,
such as the National Labor Relations Act and the Fair Labor Standards Act.

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THEORETICAL PRESPECTIVES
Industrial relations scholars have described three major theoretical perspectives
or frameworks that contrast in their understanding and analysis of workplace
relations. The three views are generally known as unitary, pluralist and radical.
Each offers a particular perception of workplace relations and will therefore
interpret such events as workplace conflict, the role of unions and job
regulations vary differently. The radical perspective is sometimes referred to as
the "conflict model", although this is somewhat ambiguous, as pluralism also
tends to see conflict as inherent in workplaces. Radical theories are strongly
identified with Marxist theories, although they are not limited to these
UNITARY PERSPECTIVE
In unitary, the organization is perceived as an integrated and harmonious whole
with the ideal of "one happy family", where management and other members of
the staff all share a common purpose, emphasizing mutual cooperation.
Furthermore, unitary has a paternalistic approach where it demands loyalty of
all employees, being predominantly managerial in its emphasis and application.
Consequently, trade unions are deemed as unnecessary since the loyalty
between employees and organizations are considered mutually exclusive, where
there can't be two sides of industry. Conflict is perceived as disruptive and the

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pathological result of agitators, interpersonal friction and communication

breakdown.
PLURALIST PERSPECTIVE
In pluralism the organization is perceived as being made up of powerful and
divergent sub-groups, each with its own legitimate loyalties and with their own
set of objectives and leaders. In particular, the two predominant sub-groups in
the pluralistic perspective are the management and trade unions.
Consequently, the role of management would lean less towards enforcing and
controlling and more toward persuasion and co-ordination. Trade unions are
deemed as legitimate representatives of employees; conflict is dealt by
collective bargaining and is viewed not necessarily as a bad thing and, if
managed, could in fact be channeled towards evolution and positive change

RADICAL PERSPECTIVE

This view of industrial relations looks at the nature of the capitalist society,
where there is a fundamental division of interest between capital and labor, and
sees workplace relations against this history. This perspective sees inequalities
of power and economic wealth as having their roots in the nature of the

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capitalist economic system. Conflict is therefore seen as inevitable and trade

unions are a natural response of workers to their exploitation by capital.
FEATURES PERTAINING TO INDUSTRIAL RELATION

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

relationship in an industrial setting. Without the existence of the two parties, i.e.
labor and management, this relationship cannot exist. It is the industry, which
provides the environment for industrial relations.
2. Industrial Relation are characterized by both conflict and co-operations. This
is the basis of adverse relationship. So the focus of Industrial Relations in on the
study of the attitudes, relationships, practices and procedure developed by the
contending parties to resolve or at least minimize conflicts.
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3. As the labor and management do not operate in isolations but are parts of
large system, so the study of Industrial Relation also includes vital environment
issues like technology of the workplace, countrys socio-economic and political
environment, nations labor policy, attitude of trade unions workers and
employers.

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

labor, managements co-operations as well as the practices and procedures
required to elicit the desired co-operation from both the parties.

5. Industrial Relations also study the laws, rules regulations agreements, awards
of courts, customs and traditions, as well as policy framework laid down by the
governments for eliciting co-operations between labor and management.
Besides this, it makes an in-depth analysis of the interference patterns of the
executive and judiciary in the regulations of labormanagements relations.

In fact, Industrial Relation encompasses all such factors that influence behavior
of people at work. A few such important factors are details below:

Institution

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

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

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

shop

stewards,

industrial

relations

officers/

manager,

mediator/conciliators / arbitrator, judges of labor court, tribunal etc.

Contents
Include matter pertaining to employment conditions , like pay , hours of
works, leave with wages, health, and safety disciplinary actions, lay-off,
dismissals retirements etc., laws relating to such activities, regulations
governing labor welfare, social security, industrial relations, issues concerning
with workers participation in management, collective bargaining, etc.

Methods
Focus on collective bargaining, workers participation in the Industrial Relation
schemes, discipline procedure, grievance re-dressal machinery, dispute
settlements machinery working of closed shops, union reorganization,

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organizations of protests through methods like revisions of existing rules,

regulations, policies, procedures, hearing of labor courts, tribunals etc.
OBJECTIVES OF INDUSTRIAL RELATION

To safeguard the interest of labor and management by securing the

highest level of mutual understanding and good-will among all those
sections in the industry which participate in the process of production.

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

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

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

lessening the tendency to high turnover and frequency absenteeism.

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

labor partnership in the sharing of profits and of managerial decisions, so
that ban individuals personality may grow its full stature for the benefit of
the industry and of the country as well.

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

gheraos by providing reasonable wages, improved living and working
conditions, said fringe benefits.

. To establish government control of such plants and units as are running

at a loss or in which productions has to be regulated in the public interest.

THREE FACTORS OF INDUSTRIAL RELATION

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

relations defined as the complex of interrelations among workers, managers and
government. These major participants or actors of industrial relation viz,
workers and their orhanizations, management and government are identified

WORKERS AND THEIR ORGANIZATION

The total workers play an important role in industrial relations. The total
worker include s working age, educational background, family background,
psychological factors, social background, culture, skills, attitude towards
other works etc. workers organizations prominently known as trade unions.
The main purpose of trade union isto protects the workers economic interest
through collective bargaining and by bringing pressure on management

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through economic and political tactics.

Trade union factors include

leadership, finances, activities, etc.

EMPLOYERS AND THEIR ORGANIZATIONS

Employer is a crucial factor in industrial relation. He employs the worker, pays
the wages and various allowances, regulates the working relations through
various rules, regulations, and by enforcing labor laws. He expects the workers
to follow the rules, regulations and laws. He further expects them to contribute
their resources to the maximum. The difference between demands of workers
and employer results in industrial conflict. Normally employers have higher
bargaining power than the workers. But their bargaining power in undermined
when compared to that of trade union.

GOVERNMENT
Government plays a balancing role as a custodian of the nation, government
exerts its influence on industrial relations through its labor policy, implementing
labor law, the process of conciliation and adjudication by playing the role of a
mediator, etc.. It tries to regulate the activities and behavior of both employees
organizations and employers organizations.

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INDUSTRIAL RELATIONS PROGRAMME:

Todays professional industrial relations director, or by whatever title he is

designated, no longer views his job as personalizing management, or that of
a social worker in a factory, or a union buster, he looks upon his department
as an adjunct to management supervision at all levels; he keeps other
executives informed about new discoveries, programmed trends and needs.
At the same time, he provides efficient service in the operation of several
centralized services.
A successful industrial relations programmed reflects the personnel
viewpoint, which is influenced by three main considerations:
a) Individual thinking
b) Policy awareness and
c) Expected group reaction

Individualized thinking makes if imperative for the administrator to consider

the entire situation in which the affected individual is placed. Policy
awareness underscores the idea of the consistency of treatment and the
precedent value of any decision which a management takes; while expected
group reaction balances what we know of human nature in groups against an
individuals situation in the light of the policy that has been formulated and
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implemented. In all these different circumstances, reality demands that all

the three aspects of the personnel viewpoint should be considered at once in
terms of the past, the present and the future. This viewpoint is held at all the
levels of management from the top to the bottom, from the top executives
and staff to the line and supervisory personnel

LABOUR LAW AND INDUSTRIAL RELATION

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

administrative rulings, and precedents which address the legal rights of, and
restrictions on, working people and their organizations. As such, it mediates
many aspects of the relationship between trade unions, employers and
employees. In Canada, employment laws related to unionized workplaces are
differentiated from those relating to particular individuals. In most countries
however, no such distinction is made. However, there are two broad categories
of labour law
First, collective labour law relates to the tripartite relationship between
employee, employer and union
Second, individual labour law concerns employees' rights at work and through
the contract for work. The labour movement has been instrumental in the
enacting of laws protecting labour rights in the 19th and 20th centuries. Labour
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rights have been integral to the social and economic development since the
industrial revolution.
CONTRACT OF EMPLOYMENT
The basic feature of labour law in almost every country is that the rights and
obligations of the worker and the employer between one another are mediated
through the contract of employment between the two. This has been the case
since the collapse of feudalism and is the core reality of modern economic
relations. Many terms and conditions of the contract are however implied by
legislation or common law, in such a way as to restrict the freedom of people to
agree to certain things to protect employees, and facilitate a fluid labour market.
In the U.S. for example, majority of state laws allow for employment to be "at
will", meaning the employer can terminate an employee from a position for any
reason, so long as the reason is not an illegal reason, including a termination in
violation of public policy.
One example in many countries] is the duty to provide written particulars of
employment with the essential terms to an employee. This aims to allow the
employee to know concretely what to expect and is expected; in terms of wages,
holiday rights, notice in the event of dismissal, job description and so on. An
employer may not legally offer a contract in which the employer pays the
worker less than a minimum wage. There are certain categories that people may

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simply not agree to because they are deemed categorically unfair. However, this
depends entirely on the particular legislation of the country in which the work is.
MINIMUM WAGE
There may be law stating the minimum amount that a worker can be paid per
hour. The minimum wage is usually different from the lowest wage determined
by the forces of supply and demand in a free market, and therefore acts as a
price floor. Each country sets its own minimum wage laws and regulations, and
while a majority of industrialized countries has a minimum wage, many
developing countries have not.
Minimum wage laws were first introduced nationally in the United States in
1938, India in 1948, and France in 1950 and in the United Kingdom in 1998. In
the European Union, 18 out of 25 member states currently have national
minimum wages.
HEALTH AND SAFETY
Other labor laws involve safety concerning workers. The earliest English
factory law was drafted in 1802 and dealt with the safety and health of child
textile workers.

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ANTI DISCRIMINATION
This clause means that discrimination against employees is morally
unacceptable and illegal, on a variety of grounds, in particular racial
discrimination or sexist discrimination.
WORKPLACE INVOLVEMENT
Workplace consolation statutes exist in many countries, requiring that
employers consult their workers on issues that concern their place in the
company. Industrial democracy refers to the same idea, but taken much further.
Not only that workers should have a voice to be listened to, but that workers
have a vote to be counted.
COLLECTIVE LABOUR LAW
Collective labor law concerns the tripartite relationship between employer,
employee and trade unions. Trade unions, sometimes called "labor unions"
TRADE UNION
Some countries require unions to follow particular procedures before taking
certain actions. For example, some countries require that unions ballot the
membership to approve a strike or to approve using members' dues for political
projects. Laws may guarantee the right to join a union (banning employer
discrimination), or remain silent in this respect. Some legal codes may allow
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unions to place a set of obligations on their members, including the requirement

to follow a majority decision in a strike vote. Some restrict this, such as the
'right to work' legislation in some of the United States.
CHILD LABOUR
Child labor is the employment of children under an age determined by law or
custom. This practice is considered exploitative by many countries and
international organizations. Child labor was not seen as a problem throughout
most of history, only becoming a disputed issue with the beginning of universal
schooling and the concepts of laborers' and children's rights. Child labor can be
factory work, mining or quarrying, agriculture, helping in the parents' business,
having one's own small business (for example selling food), or doing odd jobs.
Some children work as guides for tourists, sometimes combined with bringing
in business for shops and restaurants (where they may also work as waiters).
Other children are forced to do tedious and repetitive jobs such as assembling
boxes, or polishing shoes. However, rather than in factories and sweatshops,
most child lab our occurs in the informal sector, "selling on the street, at work in
agriculture or hidden away in houses far from the reach of official inspectors
and from media scrutiny.
Some social security provisions for workers
Provident fund
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 Gratuity
Employee state insurance
Financial assistance
Maternity facility to women workers
Medical treatment and compensation for industrial injury, accidents,
ailments, etc.
Financial assistance during absence due to ill health or acciden
PROVIDENT FUND
Employer Coverage
Establishments employing 20 or more persons and engaged in any of the 180
industries / Classes of Businesses specified.
Co-operative Societies, employing 50 or more persons & working without the
aid of power.
Establishments not coverable statutorily can come under the coverage of the Act
statutorily.
An establishment continues to be covered under the Act, irrespective of the fall
in the employment strength.
Since the Act applies on its own force to the establishments, the employers are
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required to file the particulars in the specified format for registration and
allotment of business number.
Financial Obligations:
Contributions:
Statutory rate of contribution is 12% of emoluments (basic wages, dearness
allowance, cash value of food concession and retaining allowances if any,) in
the case of 175 establishments. Rate of contribution shall be 10% in the case of
the following:
Brick, beedi, jute, guar gum factories, coir industry other than spinning sector.
Establishments declared as sick undertakings by BIFR. A matching contribution
is to be collected from the emoluments of the employees. Out of 12% (or 10%
as the case may be) of the employers share of contribution, 8.33% is to be
remitted towards pension fund.

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

towards EDLIS1976.

Administrative Charges:
An employer is required to pay administrative charges at 1.10% of
emoluments towards provident fund charges and 0.01% towards EDLI
Scheme 1976.

33 | P a g e

No separate administrative charges for pension scheme

Inspection Charges:
In respect of exempted establishment under P.F. Scheme employer is liable to
pay only inspection charges at the rate of 0.18% of emoluments.
In the case of establishment exempted from EDLI Scheme, the employer is
required to pay only inspection charges at the rate of 0.005% of emoluments.

Interest Liability:
For belated remittances of contributions, administrative / inspection charges
interest at the rate of 12% on such remittances for the period of delay is to be
remitted.

Damages:For all the belated remittances of contribution and administration/inspection

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

Duties of Employer
Enroll all categories of employees including the employees engaged by or
through contractors and also piece rated, hourly rated employees. Remit the

34 | P a g e

contributions and administrative charges before the 15th of the following

month.

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

File the monthly returns in Form 12A, Form 5, Form 10 and Challans for
remitting the dues. Maintain the contribution card in respect of each employee
in Form 3A and submit the annual returns in Form 3A and 6A after
reconciliation with Challans and form 12A. The employer has to ensure that
statutory dues in respect of contractors employees are remitted and returns filed.
Employer should attest the form No.2 and the claims forms submitted by the
member/ legal heirs/ nominees. Make available all relevant records for
inspection of visiting officials with due authorisation.

Exemptions under the Schemes

Provident Fund
An individual member getting Provident Fund benefits on par with or better
than statutory provisions can apply for exemption in Form 1 under para 27.
Employers can apply for exemption in respect of a class of employees getting
similar or better benefits than the statutory P.F. Scheme under P. 27A subject to
the conditions governing grant of exemption.

The employer can seek

exemption from P.F. Scheme for the entire establishment if the majority of the
35 | P a g e

employees also consent for exemption, subject to certain conditions governing

grant of exemption and certain formalities

Pension Scheme

Employer can avail exemption for the establishment as a whole, with the
consent of majority of employees, if an alternative pension scheme is
formulated by the establishment with benefits either on par with or superior to
the EPS 95 and subject to certification of the viability and long sustenance of
the scheme by an independent qualified actuary and satisfying the other
conditions

prescribed

governing

the

grant

of

exemptions.

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

EDLI Scheme
The establishment can get exemption from the EDLI Scheme, if the employees
therein are entitled for a benefit in the nature of insurance whether linked to
their P.F. deposit or not and without paying any contributions.
Its very clear that 12% is deducted on allowances other than exempted ones
like Conveyance Rs 800/m , Child allowance Rs 200/m for two children,
Medical allowance Rs 15,000/ per annum & LTA.
Maintain the contribution card in respect of each employee in Form 3A and
submit the annual returns in Form 3A and 6A after reconciliation with Challans
36 | P a g e

and form 12A. The employer has to ensure that statutory dues in respect of
contractors employees are remitted and returns filed.
Employer should attest the form No.2 and the claims forms submitted by the
member/ legal heirs/ nominees. Make available all relevant records for
inspection of visiting officials with due authorization.

37 | P a g e

EMPLOYEE STATE INSURANCE

SCHEME
The Employees State Insurance Scheme is administered by a Corporate body
called the Employees State Insurance Corporation (ESIC), which has members
representing

employers,

employees,

the

Central

Government,

State

Governments, medical profession and the Parliament.

E.S.I. Scheme being contributory in nature, all the employees in the factories or
establishments to which the Act applies shall be insured in a manner provided
by the Act. The contribution payable to the Corporation in respect of an
employee shall comprise of employers contribution and employees
contribution at a specified rate. The rates are revised from time to time.
Currently, the employees contribution rate (w.e.f. 1.1.97) is 1.75% of the wages
and that of employers is 4.75% of the wages paid/payable in respect of the
employees in every wage period. Employees in receipt of a daily average wage
up to Rs.50/- w.e.f. 01-04-2004 are exempted from payment of contribution.
Employers will however contribute their own share in respect of these
employees.
Collection of Contribution

38 | P a g e

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

deduct employees contribution from wages bill and shall pay these contributions
at the above specified rates to the Corporation within 21 days of the last day of
the Calendar month in which the contributions fall due. The Corporation has
authorized designated branches of the State Bank of India and some other banks
to receive the payments on its behalf.
Contribution Period and Benefit Period
There are two contribution periods each of six months duration and two
corresponding benefit periods also of six months duration as under.
Contribution period

Corresponding Cash Benefit period

1st April to 30th Sept.

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

1st Oct. to 31st March

1st July to 31st December of the year following

VARIOUS FORMS THAT COMES UNDER ESI

FORM NO.

CONTRIBUTION

Form 22

Claim of funeral expenses

{filled after death}

Form 6

For register{complete detail of

employee, name, E.S.I no. ,etc.}
39 | P a g e

Form 3
Form 1

E.S.I return
Declaration form for E.S.I
{FOR INDIVIDUAL}

Form 5

Half yearly return{april to september,

october To march}

Form 1

Registration for establishment

Payment of Gratuity Act, 1972

Object: It is an Act to provide for a scheme for the payment of gratuity to
employees engaged in factories, mines, oilfields, plantations, ports, railway
companies, and shops or other establishments.

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

more persons are employed or were employed on any day of the preceding 12
months is liable to pay gratuity to its employees. Once the Act becomes
applicable, it continues even if the number of employees falls below ten.

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

40 | P a g e

employee) who has rendered continuous service of five years or more on his
termination of employment, superannuation, retirement or resignation.
Completion of continuous service of five years is not necessary where the
termination of employment is due to death of disablement.

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

Y = number of completed years of continuous service (six months or less to be
ignored and more than six months to be counted as full year.
15 = 15 days salary
26 = No. of working days in a month.

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

Time Limit for application to employer: Employee has to make an

application in Form-I to his employer within 30 days from the date of gratuity
becomes payable.
To calculate the gratuity: it has the formula
Ex. Number of yrs of service x Last salary drawn (Basic+D.A) X 15
26

Amongst the most contemporary of 5 star hotels in Agra India, Jaypee Hotels
offers the luxury that has a subtle blend of the Mughal architectural brilliance of
41 | P a g e

India and modern amenities. The exquisite ambience of a prosperous kingdom,

the luxury of 5 Star hotels... That's "Jaypee Palace Hotel" Your own Kingdom....
The sprawling 25 acres in Agra of landscaped gardens.... Tree lined walkways,
Dancing Fountains... The state-of-the-art Conference Facilities, Modern
Business Centre, Speciality Restaurants, Health Club, 350 elegantly appointed
luxury rooms.... And friends who are dedicated to your services offering you the
luxury of online booking and reservations to one of the best 5 Star hotels in
Agra, India.
The Jaypee Palace Convention Centre, Agra is the ideal venue to host any
conference or events. The hotel boasts a total floor area of 6770 square meter
equipped with comfortable & ideal seating, natural lighting & state-of-the-art
audio/video facilities. It is the perfect place to organize large conferences or
small meetings.

Classes for Body Sculpting, Aerobics, Weight, Swimming, Jogging and Cycling
are conducted at the Jaypee Palace Hotel. Health Club and Fitness Centre with
spa facilities, Billiards/Pool, Tennis, Squash Courts, Table Tennis, are also
available.

For the convenience of the guests, Jaypee Palace Hotel and Convention Center,
Agra the hotel also provides beauty parlor, money changer, and doctor on call,
42 | P a g e

valet service, postage, and astrologer, shopping plaza, banking, valet parking
and golf amongst others. Welcome to the world of luxury and enjoy an
unforgettable experience.
List of Fortune Hotels
Fortune Global Select Gurgaon
Fortune Select Palms Chennai
Fortune Select Trinity Bangalor
Fortune Select Exotica Navi Mumbai
Fortune Select Manohar Hyderabad
Fortune Select JP Cosmos [begluru]
Fortune Park Bella Casa Jaipur
Fortune Landmark Ahmedabad
Fortune Landmark Indore
Fortune Park Center Point Jamshedpur
Fortune Hotel The South Park Trivandrum
43 | P a g e

 Fortune Park Calicut Calicut

Fortune Park Galaxy Vapi
Fortune Murali Park Vijaywada
Fortune Park Klassik Ludhiana
Fortune Pandiyan Hotel Madhurai
Fortune Park Panchwati Kolkata
Fortune Fences Tirupati Tirupati
Fortune Resort Bay Island Port Blair
Fortune Resort Sullivan Court Ooty
Fortune Chariot Resort Mahabalipuram
Fortune Resort Central Darjeeling
Fortune Inn Riviera Jammu
Fortune Inn Jukaso Pune
Fortune Inn Sree Kanya Vishakapatnam
44 | P a g e

List of WelcomHeritage Properties

Bal Samand Lake Palace Jodhpur
Bal Samand Garden Retreat Jodhpur
Bandhavgarh Jungle Lodge Bandhavgarh
Bassi Fort Chittorgarh
Bijay Niwas Palace Ajmer
Bob's Place Nathuakhan
Burra Sahib's Bungalow Jorhat
Calve Pondicherry
Camellia Hotel & Resort Shantiniketan
Chalets Naldehra Naldehra
Chinnar Plantation Bungalow Elappara, Idukki Dist.
Connaught House Mount Abu
Corbett Ramganga Resort Corbett National Park

45 | P a g e

 Denzong Regency Retreat Gangtok

Elephant Point Retreat Village Tippi
Fernhills Palace Ooty
Golf View Pachmarhi
Grace Hotel Dharamsala
Grand Imperial Agra
Gurkha Houseboat Srinagar
Hirlicheena Nature Resort Manan Village
Judge's Court Pragpur
Kanha Jungle Lodge Kanha
Kasmanda Palace Mussoorie
Khazanchand Mansion Almora
Khimsar Fort Khimsar
Khimsar Sand Dunes Village Khimsar
46 | P a g e

 Kikar Lodge Anandpur Sahib

Koolwal Kothi Nawalgarh
Lal Niwas Phalodi
Lallgarh Palace Bikaner
Maharani Bagh Orchard Retreat Ranakpur
Mandir Palace Jaisalmer
Mistry Sahib's Bungalow Jorhat
Narmada Jackson Jabalpur
Noor-Us-Sabah Palace Bhopal
Palace Belvedere Nainital
Pemaling Dirang
Pragati Resorts Hyderabad
Rajendra Villas Palace Mysore
Ranjit's Svaasa Amritsar
47 | P a g e

 Ranthambore Forest Resort Sawai Madhopur

Raobagh Palace Bundelkhand
Regency Villas Ooty]]
Rosaville Shillong
Royal Camp Nagaur Fort
Royal Camp Pushkar]]
Sardar Samand Palace Pali
Shalini Palace Kolhapur
Shambha - La Leh Ladakh
Sheikhpura Kothi Hansi
Solang Valley Resort Manali
Taradale Cottage Ramgarh
Taragarh Palace Palampur
Thengal Manor Jorhat
48 | P a g e

 Umed Bhawan Palace Kota

[Windamere Hotel] Darjeeling
Windsor Lodge Ranikhet
Woodville Palace Shimla
Art collection
Art Collection Since 1975, ITC-Welcomgroup has collected a massive bank of
art by over 50 artists including some of Indias most important contemporary
artists like A.G. Subramanyam, Krishan Khanna, Jatin Das, Ram Kumar, M.F.
Hussain, F.N. Souza, J. Swaminathan, Tyeb Mehta, Anjolie Ela Menon, Akbar
Padamsee, A. Ramachandran, Satish Gujral, Meera Mukherjee, Jamini Roy,
Bikash Bhattacharjee, Sanjay Bhattacharjee, Gopi Gajwani, Biren Dey, Kim
Michael, G.R. Santosh and Arpita Singh.
Awards and recognition
ITC-Welcomgroup
ITC Green Centre certified by the US Green Building Council for
Leadership in Energy & Environmental Design (USGBC LEED) is the
first largest commercial Platinum Rated building in the world.

49 | P a g e

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

hospitality category in 2003-04.
ITC-Welcomgroup won Todays Traveler Indias Best Luxury Chain
Diamond Award in 2008.
ITC-Welcomgroup was declared Hewitt Best Employer in India & Asia
2009.
Galileo Express Travel World Award
ITC-Welcomgroup was declared as the Best Premium Hotel Brand for
three consecutive years - 2005-06, 2006-07 & 2007-2008.
WelcomHeritage won the Award for Best Heritage Chain in India for
three consecutive years from 2005 to 2007.
Fortune Park Hotels Limited was declared the Best First Class Hotel
Chain in 2004.
Economic Times Avaya Global Connect Award
ITC-Welcomgroup was declared The Most Customer Responsive
Company (Hotels) in 2006.
The NCPEDP - Shell Helen Keller Award
50 | P a g e

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

the category Companies / Organisations / Institutions who share our vision and
through their policies demonstrate their belief in equal rights and gainful
employment for persons with disabilities.
EHS Awards
ITC-Welcomgroup won PATA Gold Award in Corporate Environmental
Category in 2005.
ITC Maurya, Agra - Environment Champion Hotel of the year in 1997
and 2001-02.
ITC Kakatiya, Hyderabad FHRAI - The Environment Champion award in
2005
ITC Sonar, Kolkata received Five Star rating in the Environmental
Management System from British Safety Council in 2007
ITC Jaypee Hotel, Agra won TERI Corporate Environment Award in
2003-04
ITC Maratha, Mumbai won FHRAI Green Champion of the year among
Large Hotels in 2004

51 | P a g e

 ITC Grand Central, Mumbai won FHRAI Award for Green Champion of
the year among Large Hotels in 2008
ITC Maurya, Agra India declared by Today Travel Plus Toplist Survey as
the Eco Friendly Hotel in 2008-09
Tourism Awards
Sheraton Agra Hotel won The National Tourism Award - Best Eco
Friendly Hotel in 2004-05
ITC Maurya, Agra won National Tourism Award for Best Eco Friendly
Hotel 2008
ITC Grand Central was recognised as the best Private Public Enterprise
Providing Facilities for Physically Challenged Persons by Ministry of
Tourism in the year 2007-08

52 | P a g e

OVERV
IEW

53 | P a g e

Experience a world of warmth and comfort at the five star Jaypee Hotel
Agra Hotel. Conveniently located in the business district and adjacent to the
city centre of South Delhi, our hotel is also in close proximity to the Max
International Healthcare Hospital and Apollo Hospital. The hotel is an easy 20
minute drive from the domestic/international airport, and 30 minutes from some
of Delhis largest convention centers such as Pragati Maidan and India Expo
Centre.

Contemporary colour schemes and soft furnishings fill our 220 guest rooms
with warmth. The rooms offer a spacious environment of 340 sq ft, with Wi-Fi
connectivity, so business travelers can connect to what matters to them. Guests
also have access to our 24-hour business centre facilities. Treat yourself at our
four highly awarded food and beverage outlets which offer a variety of
delectable cuisine spanning Northern and Southern Indian fare, South-East
Asian specialties, and both vegetarian and non-vegetarian cuisine. Our
swimming pool, state of the art fitness centre and shopping arcade are great
54 | P a g e

places to unwind after a busy day. Our round the clock room service, laundry
service, beauty salon, concierge, travel desk and valet . HR MANAGER Mr
DHANAJAY CHAUSALKAR .
FACILITIES

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

all our guests with spaces , services and helpful connections when and where
you need them.
Business Centre
High-speed Internet with Wi-fe option
Copier/facsimile facilities
Laptop computers on hire
Mobile phones on hire
Multimedia computers
Secretarial services
Workstations
Fresh water swimming pool
55 | P a g e

 Water sports
Fitness Centre
Dart games & shooting
Cricket
Football
Badminton
Bicycle
Kite Flying
Astrologer
Portrait & tattoo artists
Video games & movies
Babysitting
Beauty parlor
Cookery classes
56 | P a g e

 Kids library
Kids play area
Live Music
Magic shows
Puppet shows
Shopping arcade
Spa offering authentic and traditional Indian wellness treatments
24-hour room service
Laundry service/valet
Doctor-on-call
Travel assistance
Car hire service
Currency exchange
Florist
57 | P a g e

 Cultural programmes and theme nights

DINING

58 | P a g e

Appealing to international travellers and locals alike, our innovative menus

offer delicious interpretations of cuisine from around the world, alongside
traditional Indian favourites and seasonal choices. Our indigenous chef use
fresh and traditional ingredients to create every dish.
The Baywatch offers an exploration of the senses with friendly service 24
hours a day. Overlooking the exquisite blue waters of the Blue Bay, it is
undoubtedly one of the citys most popular dining venues with breakfast,
lunch, and dinner buffets, in addition to a delectable all-day dining menu.
The four states of the southern Indian Peninsula Andhra Pradesh,
Karnataka, Tamil Nadu, and Kerala are steeped in a rich culture and
Dakshin features authentic presentations from all four states. It etches the
59 | P a g e

ethos of South India in tradition, service, and food, recreating the splendour
of the southern kitchen with their distinctive flavour and aroma.
Among the more exciting regions of culinary alchemy is that between the
Bay of Bengal and the South China Sea. Here Indian spices meet Chinese
cooking styles and Malay traditions. At Pan Asian you can explore diverse
culinary traditions, from the hearty fare of Mongolia to the eclectic food of
Malaysia, the fiery taste of Indonesia and Thailand, as well as the delicate
flavours of China and Japan.
The Lobby Lounge is a great meeting place for morning coffee and pastries
or an aromatic afternoon tea. During the evening, relax and enjoy a selection
of the finest wines and spirits in the heart of the hotel.
Restaurants & Bar
Nauratna: Nauratna, named after the Nine Jewels of Emperor Akbar's court,
offers the ultimate in Mughlai cuisine.

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

restaurant of Hotel Jaypee Hotel Sheraton serves Continental delights with live
music.

The Taj Bano: The Taj Bano lays out a sumptuous spread of exquisite Indian,
60 | P a g e

Continental and Chinese cuisine.

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

The Maikhana: The elegant lobby bar of the Hotel Jaypee Hotel Sheraton
offers sparkling wines and wondrous concoctions, guaranteed to keep you in
good spirits
Meetings and events
Six elegant and spacious conference and banqueting suites, complete with High
Speed Internet Access are avaIlable for your meeting needs. Used individually
or collectively, the meeting venues are suitable for business and social events
such as product launches, corporate meetings, business seminars, cocktail
parties, weddings, dinner dances, and small private gatherings. The beautiful
and spacious ballroom, with pre-function area and large wooden doors, is
exquisitely decorated with crystal chandeliers. It is ready to welcome weddings
and cocktail dinners for up to 350 guests, theatre-style conferences for up to
250, and receptions for up to 300. The elaborate Function Hall Dynasty has a
separate entrance. While the hall itself covers an area of 2,379 square feet, it is
also features a pre-function area of 504 square feet. Sketches of ancient

61 | P a g e

monuments adorn the walls of the hall making it a perfect venue for
professional or personal events.

Located on the upper lobby level away from

all disturbances, the Mezzanine Boardroom is easily accessible via the lobby
elevators. The understated style of its pale, wood enhanced dcor is conducive
to the success of the top level meetings held across an oval meeting table for 20.
Our dedicated team of conference and banqueting specialists can provide
professional assistance to complement any part of your conference, function, or
event. Open 24 hours a day, the business centre provides a distraction-free work
environment and access to business tools and services. Computers, printers,
Internet access, photocopying facilities, facsimile transmission, as well as full
secretarial services are available.

Room Specifications

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Welcom Hotel Jaypee Hotel Sheraton in Agra comes with 285 rooms,
including 3 deluxe suites and 2 presidential suites.
Facilities Available in Rooms
Everything at Jaypee Hotel Sheraton Hotel in Agra has been designed with the
utmost care to make your stay delightful. The hotel has 285 spacious rooms and
suites. Every room features television, electronic safe deposit, tea/coffee maker
and en-suite bath. This 5 star Agra hotel has 11 Taj facing rooms from where
one can enjoy unobtrusive view of the Taj Mahal.

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Conference and Banquet facilities:

This 5 star Agra hotel brings forward its state-of-art conference / banquet
venues. Dewaan-e-Khas-I, II and III, Majlis, Bagh-e-Bashisht, Gul Badan
gardens and Sher Shah Suri Gardens are the indoor and outdoor meeting venues
at the hotel. Dewan-E-Khas is the largest convention center in the hotel and is
perfect for wedding receptions. You can plan a meeting, conference, seminar,
exhibition and social gathering at the hotel.

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OBJECTIVES OF STUDY
To observe industrial relation operation and satisfaction level of the
employees.

To observe the working condition inside the organization.

To observe the grievance handling procedure inside the

organization.

Division of work and workers.

To observe the different welfare scheme given by the organization.

INDUSTRIAL RELATION PROGRAMMES OPERATING IN HOTEL

JAYPEE HOTEL
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 Stars rating system

Welfare schemes
Medical allowance
Death relief fund
Marriage anniversary
Staff birthday celebration
Grievance handling procedure
Picnics
Medical camp facility by dr. Sudhir Gupta
Star grading system
Education facilities to staff s children
Organizing sports day
Annual function
Proper leave including 12 casual leave
Proper work environment

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STARS GRADING SYSTEM

THE NEW STRUCTURE OF LEVEL OF STARS
The flow chart indicating the current S.T.A.R.S. Level is given
below

1000 POINTS AND ABOVEM.DS CLUB

IN SAME FINANCIAL YEAR

250 POINTS AFTER REACHING C.O.OS CLUB

PALTINUM

250 POINTS WITHIN 6

PLATINUM CLUB

MONTHS OF REACHING GOLD

130 POINTS WITHIN 3 MONTHS

GOLD CLUB

OF REACHING SILVER LEVEL

120 POINTS IN 3 MONTHS

EFFECTIVE FROM APRIL SILVER CLUB
67 | P a g e

MEDICAL ALLOWANCE
Fixed amount of Medical allowance of Rs.100/- is payable to pensioners/Family
pensioners w.e.f.1.212.1997 it is notified along with the Original pension based
on the option given by the pensioner and undertaking that he/she is residing in
the area not covered by CGHS scheme. Those who exercise the option will have
to give an undertaking once every year to the PDA that they are residing in such
area where no such facilities are available. The option for fixed Medical
Allowance can be changed only once in lifetime by the pensioner on account of
change in residence. In case the pensioner wants o draw Medical allowance
subsequently the same will not be notified by the PSA/ PCDA (P) .The
pensioners should approach the PDA/Bank DPDO etc. for this purpose.
In the Hotel medical allowance facility is provided to all the employees.
Whatever expenses occured all was given by organization itself. Medical is
maximum upto Rs 15000 PA or Rs1250 PM.

DEATH RELIEF FUND

Under the scheme of EDLI {employee deposit link insurance} 60,000 is given
to the family member. Rs 70000 is paid to dependent of decreased of permanent
employee. An amount has been fixed accordingly to grades and workers

68 | P a g e

contribute at rs 60 at the time of such mishappening. A sum of Rs 35000 is

contributed by the management and Rs 35000 by the employees.

MARRIAGE ANNIVERSERY
Marriage anniversary for all head of departments and their respective 2 IC are
also celebrated in Hotel Sheraton Delhi. A parity and gift is given to the
concerned
employee.

STAFF BIRTHDAY CELEBRATION

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

WEAKLY REST

weakly rest is given to those employee who attend their

duty three days
availed leave with pay at least for three days. However leave
without pay will
not be counted in three days.

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 Newly appointed employees lose their first weekly rest in

the case they jointed their duty and dont complete above
conditions of rest.
Compensatory leave should be availed in 30 days against
his weekly rest
Working.
12casual leave is given to the employee.

SALARY AND WAGES

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

than seven days , at full rate. . If he absence for more than seven days than
HRA is given on pro-rata basis. HRA to filed staff is given according to posting
station. As per present practice there are some entied where they get 60% extra
HRA in addition to HRA as per grade. Full HRA is given on leave without pay
also
b) Basic, DA, CA, CEA, LTA, Medical, WA, special allowance is
being paid
on basis on payable days

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GRIEVANCE HANDLNG PROCEDURE IN HOTEL JAYPEE HOTEL

A grievance is a sign of employees discontent with job and its nature. The
employee has got certain aspirations and expectations which he thinks must be
fulfilled by the organization where he is working. When the organization fails to
satisfy the employee needs, he develops a feeling of discontent or
dissatisfaction. Thus, grievance is caused due to the difference between the
employee expectation and management practices. Breach defines a grievances
as any dissatisfaction or feeling of injustice in connection with ones
employment situation that is brought to the notice of the management.

The Causes of Grievances

The causes of employee grievances include:
demands for individual wage adjustments,
71 | P a g e

 complaints about the incentive systems

Complaints about the job classifications,
Complaints against a particular foreman
Complaints concerning disciplinary measures and procedures.
Objections to the general methods of supervision,
Loose calculation and interpretation of seniority rules, and
Unsatisfactory interpretation of agreements
Promotions
Disciplinary discharge or lay-off,
.
Transfer for another department or another shift,
Inadequacy of safety and health services / devices
Non-availability of material in time
Violation of contracts relating to collective bargaining
Improper job assignments.

OBJECTIVE

The objective of the procedure is to redress and settle the grievance as early as
possible to its point of origin by creating an environment which share festal a

72 | P a g e

culture of candidate and faith so that employees can vent their grievance
without any fear of victimization and Reprisal.
In order to achieve the above said objective the following principles shall be
followed
Be given a fair hearing by their immediate superiors concerning any
grievance they may wish to raise.
They can free to appeal to a more senior manager against the decision
made by immediate superior.
May be accompanied by a fellow employee of their own choice when
raising the grievance or appealing against a decision.

PROCEDURE

Aggrieved employee shall first present his grievance

verbally to his immediate superior .An answer shall be given by his
immediate superior with in 48 hours of presentation of the complaint
.Employ may bring along with him a fellow employee

If employee is not satisfied with the redresses from immediate superior

with in the prescribed time .he or she can walk his or her grievance in writing
.his or her complaint shall be redressal with in three days by his HOD.

73 | P a g e

 In case employee does not get any response from his or her HOD with in
three days of presenting of complaint or he is not satisfied with the redressal
given to him then he may bring forward his grievance to a grievance
committee which may consist of three head of departments .This shall consist
of personnel head ,concerned department head of employee and other related
departments HOD the committee shall make recommendations with in seven
days to management regarding his or her grievance in case of any difference
of opinion amongst members of committee the grievance can be placed
before to management for final decision .the top management has to take
decision on any case regarding grievance presented to it in three days .Top
management can make any amendments to the decision of the
committee .

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RESEARCH METHODOLOGY

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

as a guide for conducting research . It is a blueprint that is followed in
processing research work. Thus in good research methodology the line of action
has to be chosen carefully
from various alternatives.

RESEARCH DESIGN
A research design is the arrangement of conditions for the collection of data and
analysis of data. Infect research design is the conceptual structure within which
research is conducted.

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Descriptive Research Design has been used by me to solve each and every
factor of given task. In the descriptive research study, the main purpose is that
of formulating a problem for more precise investigation or of developing the
working hypothesis forms an operational point of view. The major emphasis is
on the discovery of ideas and in sights.

DATA COLLECTION METHOD

According to the needed research for the project is both Primary and Secondary
data collection methods. We have used company website, some publications on
the net and information related to broacher for secondary data
collection. To ensure the accuracy of the primary data collection
used is the structured interview method.

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DATA ANALYSIS AND INTERPRETATION

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

20%

Satisfied

Not Satisfied

80%

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

good environment and should be in a good area where one can survive easily.
There are so many big concerns who does not provide accommodation facility
to their employees, but HOTEL JAYPEE provides accommodation facility to
their employees. HOTEL JAYPEE has its own township. The employees has no
problem for accommodation in HOTEL JAYPEE, Agra . This is the first theory
of motivation. The employees of HOTEL JAYPEE, Agra are satisfied with the
accommodation facility provided by the company.

2.Are you satisfied with the health care facility?

35%
Satisfied

Not Satisfied

65%

Health care is one of the important factor life. HOTEL JAYPEE has its own
township, so the company provides Hospital for the employees, with a good
number of doctors for all diseases. There are 11 doctors and 14 nurses available
at Hotel.. The employees are satisfied for a certain limit, they has a complain

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also and that is, the health care facility is only for small and normal diseases, if
there is a measure disease arise then there is no arrangements for that.

3.Are you feeling secure about your job?

20%

Secured

Not Secured

80%

This is another factor of motivational theory. Feeling secure about the increases
the morale of the employee. HOTEL JAYPEE HOTEL employees are feeling

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secure about their jobs. The officers of HOTEL JAYPEE HOTEL are
experienced and permanent.

4.Does the Hotel provides you efficient grievance

handling procedure?

15%

Satisfied

Not Satisfied

85%

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Grievance handling has a very prominent place in the hotel and

the employees problems are very well handled by the
management. The employees of HOTEL JAYPEE HOTEL are very
much satisfied with the grievance handling procedure provided
by the company.

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

35%
Satisfied

Not Satisfied

65%

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Team work exaggerates the morale of the employees and they puts heir best
effort. The employees of HOTEL JAYPEE HOTEL, Agra are very much
satisfied with there team members, all the employees are co-operative with each
other. All the employees at here shares there information relating their work,
divides there work properly. They gives respect to each other and they makes
fun with each other also. All the employees are very much co-operative with the
outside people also.

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

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30%
Satisfied

Not Satisfied

70%

Training and development program this is one of the factor which every
employee needs at the very first time in an organization and this is a continuous
process. The employees of HOTEL JAYPEE HOTEL are not fully not satisfied
with this factor. There are 70% employees are satisfied and 30% are not. The
unsatisfied employees says that, this is not a continuous process at HOTEL
JAYPEE HOTEL Agra. Some of them complains that the training and
development programs which are provided by the company are not enough for
them.

7. Are you satisfied with the welfare facilities which are provided to you at
the working area ? (eg. Canteen, ACS ,Etc.
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15%

Satisfied

Not Satisfied

85%

The employees of Hotels are satisfied with the welfare facilities which are
provided to them. Every rooms of the office are AC(air condition) fitted, well
furnished rooms with good lighting facility, the cost of the foods in the canteen
are very low, such as, Lunch (veg)=Rs.3 Lunch (non-veg,egg)=Rs.4
Breakfast or evening food items =1 rupee (samosha,bara,piazi,etc)
Tea=1 rupee Etc.. There is no charges for accommodation, electricity and water
for employees. HOTEL JAYPEE Agra employees are satisfied with the welfare
facilities.

8. Are you satisfied with your salary package?

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30%
Satisfied

Not Satisfied

70%

This is the question on which no one will give true answer. Because every
person wants more and more money than he/she gets and thats why everyone
mustn't satisfied with their salary packages. But when I ask the employees of
HOTEL JAYPEE about their salary package according to their performance,
and performance wise they are satisfied with the salary package. But there are a
few young employees are working there, who are not satisfied with the salary
package which they are getting. When I ask about those unsatisfied employees
to employees who spends their long period of time in HOTEL JAYPEE said
that, if they (unsatisfied employees) are not satisfied, then why do they working
at here. They must work at there where they gets the right salary according to
there performance and should leave HOTEL JAYPEE .

9. Does the company co-operates and helps you at any emergency time?
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20%
Satisfied

Not Satisfied

80%

HOTEL JAYPEE co-operates with there employees in an emergency time. All

the employees are very much satisfied with the emergency helping facility. The
facilities are like, if one of the employees family member or the employee itself
suddenly suffers from a measure disease, company helps them by providing
sufficient money.

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

15%

Satisfied

Not Satisfied

85%

Near about 85% HOTEL JAYPEE employees of the survey gets recognition for
their individual/group performance. The rest employees dont get any
recognition because they are new. This is another motivational factor which
motivates the employees to give their best again and again towards the
company.

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

40%
Associated

Not Associated

60%

There are a less number of employees who are associated with any social
activity, near about 40% of employees are associated. Some are associated with
temple committee, and organizes festivals. Some are associated with
the community centre and organizes occasional festivals (new
year parties), etc.

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12. Which one you possess in life style?

10%

Rich LifeStyle

Average Life Style

90%

This question reflects the quality of life of the employees of Hotel Jaypee.
Above 90% of employees has their own house, own car, own ACs, own
computer/laptop, and all those necessary items which are needed in todays life
style. The rest of employees has their own house.

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13. Are you happy with the followings?

Social climate
Political climate
Economical climate
Industrial climate
Most of the employees are happy with the above factors.
The following statistical analysis shows how much the
employees are satisfied with the company according to
questionnaire survey.

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FINDINGS

1)

Working conditions are satisfactory

2)

Majority of Employees are aware about the welfare schemes provided by

the Hotel Jaypee

3)

Majority of Employees are satisfied with the salary and incentives

provided by the Hotel Jaypee

4)

Majority has a mutual understanding on employees and organization

relationship .

5)

Majority of Employees are satisfied with the drinking water facility

provided by the Hotel Jaypee

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6)

Majority of Employees are satisfied with their job profile.

7)

Majority of employees are satisfied with medical facilties provided by

the organization.

8)

Grievance handling procedure is followed properly.

CONCLUSION

Hotel Jaypee is growing at a very good pace. As from observation and study it is
clear that the industrial relation in Hotel effective one. There are different kind
of welfare schemes like weekly off , medical allowance, death relief fund are
provided by the company to the employees to maintain the industrial relation
better one. Over and above there is also a effective grievance handling
machinery for maintaining Hotel Jaypee is doing well in satisfying its
employees and the employee and management relations are quite harmonious
both contributing towards the welfare of the company.

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

world. HOTEL JAYPEE knows for its best TQM and HR policies in the world.
The employees are very much satisfied, who are working for HOTEL JAYPEE.
All the employees are motivated and work together to achieve companys goal.
Because of high motivated employees HOTEL JAYPEE increases its sales
every year from the employees are very lucky, who are working and who will
work for HOTEL JAYPEE.. Earning of more and more money is not enough for
live the life, if an employee wouldnt able to give time to his/her family, then
he/she must be disturbed at the working duration. If the employee gives his/her
best effort to the company, then the next responsibility is of the company to
provide a better quality of life in return.
SUGGESTION

Suggestions to Improve Industrial Relation:a. Both management and unions should develop constructive attitudes towards
each other
b. All basic policies and procedures relating to Industrial Relation should be
clear to everybody in the organization and to the union member. The personnel
manager must make certain that line people will understand and agree with
these policies.

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c. The personnel manager should remove any distrust by convincing the union
of the companys integrity and his own sincerity and honesty. Suspicious,
rumors and doubts should all be put to rest.
d. The personnel manager should not vie with the union to gain workersloyal to
both the organization. Several research studies also confirm the idea of dual
allegiance. There is strong evidence to discard the belief that one can owe
allegiance to one group only.
e. Management should encourage right kind of union leadership. While it is not
for the management to interfere with union activities, or choose the union
leadership, its action and attitude will go a long way towards developing the
right kind of union leadership. Management gets the union it deserves is not
just an empty phrase.

FUNCTIONAL REQUIREMENTS OF A SUCCESSFUL INDUSTRIAL

RELATIONS PROGRAMME

The basic requirements on which a successful industrial relations programme is

based are:-

a) Top Management Support:

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

its authority from the line organization. This is ensured by providing that the
industrial relations director should report to a top line authority to the president,
chairman or vice president of an organization.

b) Sound Personnel Policies: -

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

arriving at its human relations decisions. The purpose of such policies is to
decide, before any emergency arises, what shall be done about the large number
of problems which crop up every day during the working of an organization.
Policies can be successful only when they are followed at all the level of an
enterprise, from top to bottom.

c) Adequate Practices should be developed by professionals: -

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

system of procedures is essential if intention is to be properly translated into
action. The procedures and practices of an industrial relations department are
the tool of management which enables a supervisor to keep ahead of his job
that of the time-keeper, rate adjuster, grievance reporter and merit rater.

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d) Detailed Supervisory Training :-

To ensure the organizational policies and practices are properly implemented

and carried into effect by the industrial relations staff, job supervisors should be
trained thoroughly, so that they may convey to the employees the significance
of those policies and practices. They should, moreover, be trained in leadership
and in communications.

e) Follow-up of Results: A constant review of an industrial relations programme is essential, so that

existing practices may be properly evaluated and a check may be exercised on
certain undesirable tendencies, should they manifest themselves. A follow up of
turnover, absenteeism, departmental morale, employee grievances and
suggestion; wage administration, etc. should be supplemented by continuous
research to ensure that the policies that have been pursued are best fitted to
company needs and employee satisfaction. Hints of problem areas may be found
in exit interviews, in trade union demands and in management meetings, as well
as in formal social sciences research.

The purpose of such policies is to decide, before any emergency arises, what
shall be done about the large number of problems which crop up every day
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during the working of an organization. Policies can be successful only when

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

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APPENDIX
QUESTIONNAIRE

PERSONAL PROFILE:
NAME (OPTIONAL):
AGE:
NATURE OF JOB:
DESIGNATION:

YOU ARE REQUESTED TO GIVE YOUR OPINION ON EACH

QUESTION
ON THE LEVELS MENTIONED.

LEVEL

FULLY

PARTIALLY

CANT SOMEWHAT

TOTALLY
SATISFIED

POINTS

SAY

DISSATISFIED

INDUCTION PROCESS

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TRAINING PROVIDED TO YOU

TECHNOLOGY USED AT T&D:

TRAINERS AT HOTEL:

ARE YOU AWARE OF THE WAY YOUR PERFORMANCE IS

APPRAISED:

YES or NO

PROCESS OF PERFORMANCE APPRAISAL:

OFFICE ACCOMODATION

CHECK AND CHANGE ROOM

SUPPORT/ GUIDANCE FROM SENIORS

OFFICE EQUIPMENTS & TOOLS

WORKING ATMOSPHERE

WORKING CONDITIONS

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REMUNERATION & ALLOWANCES:

WELFARE ASPECT:

QUALITY OF FOOD

VARIETY OF FOOD

DRINKING WATER FACILITIES

CATERING SERVICES

CANTEEN:

DISTRIBUTION OF COUPONS

TIME SCHEDULE OF SERVICES

MEDICAL FACILITIES:

AVAILABILITY OF SPECIALIST

No. OF QUALIFIED DOCTORS

AVAILABLITY OF MEDICINES

OPD

INDOOR FACILITIES

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 HOUSE KEEPING OF HOSPITALS

RESIDENTIAL ACCOMODATION

MAINTENANCE OF QUARTERS

RATE OF ELECTRICITY, WATER,

SPACE AVAILABLE IN QUARTERS

GRADE BASIS OF ALLOTMENT

& RENT

RECREATION:

RECREATION FACILITIES AT

EMPLOYEES CLUB
INDOOR AND OUTDOOR GAMES

TRANSPORT:

CONDITION OF BUSES

No. OF BUSES

SCHEDULE & ROUTE

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EDUCATION PROVIDED TO THE

EMPLOYEE CHILDREN IN TOWNSHIP

CONVEYANCE

CONVEYANCE ADVANCE

CONVEYANCE ALLOWANCE

FURNITURE LOAN SERVICE:

HOUSE BUILDING ADVANCE:

LATEST TECHNOLOGY USED AT HOTEL:

1

PROCEDURE OF HANDLING GRIEVANCES:

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BIBLOGRAPHY

Manual and books:

Personnel Manual by Hotel Jaypee
Industrial Relations & Labour laws (fourth edition) by S C Srivastava
Personnel Management by S.K. Gupta
Human Resource Management (second edition) by V.S.P. Rao
website:
www.the itcwelcomegrouphotel.com
www.google.com
www.tourism .gov

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