final project- ajit dias - 2224313 - pgchrm batch-14
TRANSCRIPT
Final Project
‘Master Craftsmen’ – An Innovative Skill Focused Talent
Assessment Initiative
(A pilot Study in Vivanta by Taj Hotels in Bangalore & Goa)
XLRI - Virtual Interactive Learning
Program: PGCHRM
Batch: 14
Centre: Mumbai – Dadar (West)
NAME
SMS ID:
SID ID:
AJIT DIAS
2224313
DH 12071
Project submitted in fulfillment of XLRI PGCHRM
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
Declaration
I declare that this Dissertation is the result of my own individual effort and that it
confirms to course regulations regarding plagiarism.
No material contained within this Dissertation has been used in any other submission,
by the author.
Ajit Dias
PGCHRM, Batch -14
Centre – Mumbai, Dadar (West)
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
Acknowledgement
I would like to take this opportunity to thank my organization and Mr. H.N. Shrinivas
our Sr. V.P. Human Resources for the live project and inspiration provided through the
duration of this project
I would also like to acknowledge my project guide professor M.G. Jomon support and
guidance on this project.
I would also like to acknowledge my two colleagues Bosco Furtado and Nikhil
Mujumdar for their active support in assisting me in the pilot phase of the project which
was very instrumental in completing all required research work.
Ajit Dias
PGCHRM
Batch: 14
Centre: Mumbai – Dadar (west)
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
TABLE OF CONTENTS
Declaration i
Acknowledgement ii
Table of Contents iii
Contents Page
Synopsis 4
Chapter 1 - Issue identification
1.1 Introduction
1.2 Identification of the problem
7
1.3 The aim of this research is
1.4 The objective of the research
1.5 Scope of the project
8
Chapter 2 – Literature review
2.1 Efforts to recognize talent
2.2 Skill & Talent Inventory
9
2.3 Employees must play an active role 11
2.4 Skill imbalance
2.5 Passion is a sign
12
2.6 Talent management begins and ends with skills 13
2.7 Skills and vision of a company 14
2.8 Talent support
2.9 Drivers for talent management
15
2.10 Conclusion 16
Chapter 3 – Research Methodology
3.1 Introduction
3.2 Research approach
3..3 Research process
17
3.4 Initiative development
3.5 Research process
18
3.6 Pilot Study – Design of study 19
3.7 Impact of pilot study 20
Chapter 4 - Pilot Study
4.1 Introduction
4.2 Communicating the concept
21
4.3 Creating the buzz 22
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
TABLE OF CONTENTS
Contents Page
4.4 Departmental presentation and briefing
4.5 Application process
23
4.8 Behavioral Assessment 25
4.9 Practical evaluation rounds 27
4.10 Personal interview 33
4.11 Consolidation 35
Chapter 5 – Impact of Pilot Study 37
51. Introduction
5.2 Impact of the employees who participated in the initiative
37
5.3 Impact on guest satisfaction 39
5.4 Impact on employee attrition
5.5 Impact on employee motivation
5.6 Impact on employee performance
41
Chapter 6 – Conclusion
6.1 Conclusion
42
6.2 Recommendations 43
6.3 Scope for further research 44
Bibliography 45
Annexure 46-53
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
Synopsis
Housekeeping is a critical department in any hotel as the main purpose of a customer
visiting a hotel is to stay in a clean and comfortable room. Talent assessment is a key
focus for most service based industries and specially the hotel industry. Skill levels are a
prime focus to deliver superior levels of service that impacts desired guest satisfaction
levels.
The organization under study here is Indian Hotels Company Limited which has been
in operation as an organization for over a century. The Housekeeping department was
taken as the area of focus, as there is an extensive amount of skill and knowledge at
display. There are associates in our House keeping department who display great levels
of Skill and tacit knowledge, with remarkable levels of work efficiency. Some of these
associates have reached a certain level of skill competency and they are able to achieve a
certain amount of excellence at work effortlessly. Though there were training and
development mechanisms in place we did not have a structured approach to test and
understand the best talent available at each hotel.
This project aims to study the determinants to assess superior levels of functional skills
and talent development. Review of this research portrays arguments and various issues
and connection between skills focused talent assessment and development.
A conceptual framework in terms of a hypothesis was framed and a new initiative was
developed, internally branded as ‘Master Craftsmen’ and tested in a pilot Study (action
research) at the Vivanta brand hotels in Bangalore (three hotels). This is being followed
by another pilot study which is being done from the learning’s of the first study at four
hotels of the same hotel brand in Goa.
This research has taken into evaluation; the inputs that have gone into the process and
what that impacted the outcome..
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
Post the action research (pilot study), the research looked at the impact this study has
had on employee motivation, attrition and the customer satisfaction levels. This was
done through personal interviews and questionnaires administered to the various
stakeholders in this initiative, administered questionnaires which were based on the
model developed during the pilot study. The outcomes have also been mapped as
individual interview transcripts from participants
Data gathered from this research post the pilot test was analyzed and this data was
interpreted and conclusions were drawn from it. This dissertation cones to an end with
the recommendations and scope for future research
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
Chapter 1
Issue Identification
1.1 Introduction
The intention of this chapter is to introduce the subject under study and the issue under
consideration. This chapter also talks about why the aim and objectives of the
dissertation. It also states the scope of this research and the outcome that the author
expects to draw from the outcomes of this research. A comprehensive structure of the
dissertation is also outlined followed by summary of the subject.
1.2 Identification of the problem
Vivanta by Taj is one of the brands of Indian Hotels Company Limited popularly
known as Taj Hotels, Resorts & Palaces. This brand was launched in 2010 and is the
youngest brand at the Taj group of hotels, consisting of about 36 hotels. The brand
comprises of primarily existing hotels that got rebranded and about 11 hotels that have
been launched over the last three years.
The problem domain here is hotel operations and house keeping department which
over the last five year span has seen significant increase in attrition levels in the
housekeeping staff with an increase from 22% to approximately 31% in attrition levels.
International players too have entered the market and the first source that they look to
build their manning levels from the existing hotels in the market. This problem has got
compounded as over the last few years there are now increased opportunities of
employment due to the emergence of newer industries such as retail, residential
apartments, etc that also target the talent pool under consideration.
The organization has a structured process in place to receive and track customer
feedback which is know as the Guest Satisfaction Tracking System (GSTS). The GSTS
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
scores for the housekeeping department too have been impacted and there was
evidence of lower customer satisfaction levels.
High attrition possibly had also impacted the employee morale levels which was
evident from the employee satisfaction surveys that were conducted. Discussions with
senior management had also revealed that human resources should further engage the
workforce at a functional or departmental
1.3 The aim of this research is:
In this dissertation the author aims at studying innovative approaches to identify and
differentiate talent that exists in the house keeping function. It tries to assess and
identify those who are at a superior level of performance and display role model, work
out comes and behavior. This research also aims to see the impact of talent assessment
on high performing employee attrition, employee motivational levels and guest
satisfaction levels.
1.4 The Objectives of this research are:
a) To enable a culture of recognizing the best talent in terms of functional knowledge,
skill and abilities through an innovative approach.
b) Develop a process to achieve the same.
c) Dwell on ways to take this process across other hotels in the brand.
d) The process should evaluate and identify the top 5 team members in the function
under consideration.
1.5 Scope of Project
Due to the constraints and availability of information on skill focused talent assessment
initiative for a company or organization there is not much literature review. Thus the
focus has been on discovering and developing a process and methodology of evaluating
the objectives of the study by developing a new process in the housekeeping
department and pilot testing it in select hotels in the organization under study.
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
Chapter 2
Literature review
2.1 Efforts to Recognize Talent in People
“Talent is the multiplier. The more energy and attention you invest in it, the greater the
yield. The time you spend with your best is, quite simply, your most productive time.”
This is how Marcus Buckingham and Curt Coffman (First Break all rules, 1999) have
described talent and what the world’s greatest managers do differently.
Vinita Siddiqui (Enterprise Talent Management, 2011) mentions that Great talent is easy
to spot and those like famous sportsmen etc, in addition to being well known, what
they have in common is, at some point in time they recognized their talents and they all
made a conscious decision to enhance them. In an organization though we may spot
good talent, as a business owner or leader one needs to recognize the talents of our
employees and if one has determined what their talents are, then it is our duty to help
them evolve. By helping the talents to evolve an employer is not helping the
organization to profit from it but then the employee is also being helped to become a
total person. Once talents have been discovered and developed, they need to be utilized
in the most constructive manner. Talent along with being an interesting and curious
topic is also extremely critical in the workforce. It diversifies between the top
performers and the average performers. Unfortunately it has been seen that talent is not
always recognized by both employers and the employees.
2.2 Skills and Talent inventory
Melvin J. Scales (Developing talent, 2010) has described the need to develop a
workforce development plan based on skills inventory. To avoid having to hire
externally, organizations must create a comprehensive workforce development plan
based on a carefully crafted skills and needs inventory.
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
As per Brainbench thought leadership report 2002, an objective system must rely on an
established list of predefined skills and an agreed-upon set of criteria by which to
measure them. Managers must be able to select a group of employees to participate
in a skills inventory initiative and quickly decide which skills are critical to the group’s
success. And they must be able to do so without having to endure the time-consuming
process of defining each skill. A focused list of critical skills is often the best foundation
for what will later grow into a wider skills inventory management capability. As a
foundation for establishing a skills program, many companies begin by agreeing on key
business objectives and identifying the skills that most closely impact those goals. An
objective skills classification system frees decision-makers to focus on critical skills and
business objectives, and helps to clearly establish the parameters for a successful
initiative.
The report further goes on to state that the following questions are on the minds of
executives currently engaged in skills inventory management initiatives:
• Which of our employees’ skills should be inventoried?
• How do I account for various levels of skill?
• What skill sets will be needed to meet the needs of critical projects, programs, and
customers?
• Where does our inventory of critical skills fall short, and by how much?
These questions must be addressed as part of any skills inventory management
initiative. If you find yourself frustrated as you try to inventory the skills that drive
everything from customer satisfaction and product development to sales and
operational success, you’re not alone.
Talent inventory is also another consideration that Will Marre (Save the World & Still
Be Home for Dinner, 2009 ) has recommended to look at while considering skill
inventory and harnessing the talent pool.
In you talent inventory exercise the author recommends that For the first part of this
exercise you will need to choose a
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
Talent Team of three trusted people who know you pretty well. You’ll ask them four
questions about you. You will want to ask people who are not afraid to tell you what
they think. People who are on your side, who want you to succeed and be happy. They
can be people you’ve lived with, worked with, who have seen you in a variety of
circumstances over time. Don’t make this complicated. Just ask three people
the questions and write down their answers. If you wish, use the space provided in the
Imagine Journal. You probably won’t be excited by what your “Talent Team”
has to say. That’s because we generally admire others’ talents and take our own for
granted. Again, we think everyone can do what we do. List three people that belong to
your “Talent Team.” Ask each member of your Talent Team the following four
questions and write down their answers:
1. What do you value about me?
2. What do you think I do best?
3. What do you wish I would do more of?
4. What do you most admire about me?
Asking Tip: You receive the greatest value from answers that are thoughtfully given. So
tell people why you’re asking. Tell them it’s important. Tell them that you’re gathering
information to help you focus on a higher level of happiness and success. Let them
know you’re going to carefully consider their responses. I’ve found that it
is better to get feedback in a direct conversation rather than an email. First, people are
more likely to respond, and second, you can easily ask follow-up questions.
2.3 Employees must play an active role
The case for developing talent has always been clear, If an organization is to achieve its
primary objectives, it Must align talent with strategy by developing a workforce with
the necessary capabilities.
Melvin J. Scales (Developing talent, 2010) has mentioned that Employee engagement is
a highly significant business performance issue. Employees can have all the skills and
talent in the world, but if their job and organization fail to engage them, they are
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
unlikely to put their skills and talent to the best and fullest use. A large and growing
body of research has linked engagement to retention, productivity and, ultimately,
organizational performance. Organizations that fail to engage their employees fully will
never perform at their best. In fact, they risk losing their most talented employees, their
ability to respond quickly and effectively to changing market conditions,
and their competitive edge.
2.4 Skill imbalance
As per Vinita Siddiqui (Enterprise Talent Management, 2011) the lack of skills or
imbalance of skills can easily mask talent. In the workplace this could be someone who
is in the wrong role and doing things they don’t have any talents for. If they are aware
of them they usually cloud it with their decision to pursue a different career, live a
certain lifestyle or be surrounded by friends that are drawing away their talents or
simply pushing them far away. People with amazing skills may suffer in fundamental
areas such as social skills, where they are disregarded or ignored. Socially inept people
and their talents don’t get the attention or development as other people’s might, even
though the talents can easily be as great or greater in comparison. Recognizing talent
can only be done if it is objective without prejudice or comparison to others.
As an employer or manager we need to explore our employee’s interests and hobbies to
discover hidden talent that they may not bring to the fore in the workplace. Let them try
new things or different genre of work so that you may uncover or develop a talent that
is masked by mundane or repetitive tasks. You may be surprised to discover the variety
of talents which existed right under your nose!
2.5 Passion is a sign
if one is passionate about something, the person can quickly expose or develop a talent,
and it is this talent that creates passion in the first place. Is passion present only with
certain activities or skills another person is using? Or is passion on its own and existing
regardless of what that person is doing? A talent is always exposed if they are
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
passionate about a certain activity or skill. One needs to look deeper to see the root and
hopefully this will lead to a talent being recognized.
As an employer we need to look for and develop natural instinct when you have people
who have good gut instinct for decisions, leadership and communication.
2.6 Talent management begins and ends with skills
Today, retaining talent is a central issue and key business strategy for organizations
Worldwide. Yet many organizations are unprepared and unequipped for locating,
maintaining and developing high-potential employees. These pressing concerns have
given rise to talent management software applications. By definition, talent
management tools are designed to automate a company’s efforts to hire, manage and
develop employees, so individual and collective talents are focused on meeting strategic
business objectives. Standard talent management activities include: job requisition,
talent development, talent assessment and benchmarking, compensation and incentive
management and related analytical and reporting capabilities.
If we want to be successful at recognizing talent, you must learn to be objective and
separate talents from your own desires, and see each one equally. As a manager you
must discover the hidden talents in your team and develop them. To measure your own
successes look at your team’s accomplishments and developments. This will enable you
to bring many talents from your team to the table instead of only the ones you think
you may have yourself, but actually don’t!
As per Zapoint white paper on talent management and skills inventory, 2009 managing
a specific HR function, organizations must first understand what skills they currently
possess in order to more effectively recruit, maintain and develop their human capital.
Developing a skills inventory is critical to the success of any organization and helps
facilitate other talent management processes from recruitment to retirement. It involves
analyzing the need for and availability of human resources in meeting the
organization’s goals and objectives. A true skills inventory is a compilation of the skills,
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
education and experiences of current employees. Organizations use these inventories to
assess their ability to meet certain company goals. Understanding the company’s pool
of current skills can aid an organization on its strategic planning efforts.
2.7 Skills and vision of a company
Every company has a vision. To achieve their vision, they must possess the right
skills in the right places. According to a recent survey by McKinsey, 58% of all line
managers believed that they were unsure if they possessed the right skills and
competencies in order to meet business objectives.1 Statistics like this have given
rise to talent management software applications designed to identify and
maintain talent from within organizations. However, despite widespread
adoption of these software applications, the majority of technologies only focus
on automating a single HR function such as payroll, compensation, or recruiting.
While useful from a functional efficiency perspective, they fail in meeting the
broader and more strategic talent management needs of the business and its
employees. And with so many forms and representations of talent spread
throughout the various HR functions, how can any business gain a consistent and
objective perspective on the skills required to carry out company objectives?
What’s more, without a consistent perspective on talent, how can any
organization determine which skills contribute to success and which do not? The
answer – they cannot without relying on traditional paper based and tactical
performance management systems that become quickly antiquated, unreliable,
and prone to subjectivity and bias.
Why today’s talent management systems fail in meeting the demands for talent:
• Today’s tools do not offer an objective and consistent perspective on talent
• Tools are designed for discrete HR functions, not the entire process
• Workforce Analytics to drive better personnel decisions are poor and very limited
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
2.8 Talent Support
Jobs with strict responsibilities and descriptions are often limiting, rules and guidelines
in school, tight regulations or policies and even family boundaries restricting and
limiting the exposure of talent. Talent is unleashed through creativity and employees
have to be given the creative freedom to expose their talent and it is the only way to
recognize e talent in your employees.
As an employer you have to let go of control and influence and let your team work in
their own ways for you discover their hidden talents. Support your team to make their
own suggestions and decisions and you will be surprised to see talents that you were
constantly in the way of!
The most valuable talent is being able to recognize hidden skills that others possess.
Why? There’s only one you, and you only have so much time. But if you can bring out
the best in others, you gain remarkable leverage.
2.9 Drivers for Talent Management
To gain competitive advantage, the demand for human capital drives talent management.
Talent management strategies focus on five primary areas: attracting, selecting, engaging,
developing and retaining employees. Although pay and benefits initially attract employees,
top-tier leadership organizations focus on retaining and developing talent.
Workforce trends drive talent management strategies. Factors such as an increasingly global
and virtual workforce, different generations working together, longer life expectancies and an
empowered and autonomous workforce have forever changed the workplace. Due to
demographic changes, the workforce is also increasingly diverse-—from age, gender and
ethnicity to lifestyles, migration patterns and cultural norms. Organizations are already taking
advantage of these workplace trends. For example, The Home Depot, Inc., the home
improvement giant, focuses its staffing initiatives on older workers and partners with AARP
for referrals; 15% of its workforce
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
As per the Conner Stone paper on talent development 2013. Annual performance
reviews are too rigid and un-relatable for daily performance. With an integrated
approach, ongoing performance management is the best way to drive learning
development programs as well as link performance results to variable compensation
factors. Proactive use of performance information for learning and rewards typically
implies a higher level of frequency for evaluations. Result: Employees and their
managers improve performance—in an ongoing task that also requires senior executive
commitment to development. Organizational reinforcement of development, (through
manager recognition) and not encouraging a Culture of meritocracy.
2.10 Conclusion
It is important for progressive organizations in order to stay at the top of their game, to
be able to recognize talent in their people and utilize it. It is required to understand the
diversity between the top performers and average performers.
There are talent imbalances that need to be also considered while doing so and an
innovative approach may be required to recognize the level of talent
Some bit of talent appreciation would emerge from existing mechanisms such as the
performance appraisal process. However, this is subject to immediate supervisor biases
as well as pre conceived notions or judgments on performance which may also be an
outcome to situational responses or performance over the last period prior to the
performance appraisal.
Though formal existing appraisals should be considered and it could be an element for
accessing talent, organizations today, need to go beyond the obvious and look at
innovative approaches to recognize those who may be at a superior level of
performance.
The approach should consider passion. A talent is always exposed if they are passionate
about a certain activity or skill. The other aspect of focus is to allow employees to do
things that excite them and that they enjoy. The approach should be a journey to
discover what they are best at and apply it in their work yielding better results
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
Chapter 3
Research Methodology
3.1 Introduction
The main objective of this chapter is to outline the methods used in order too carry out
the research. The chapter commences by stating the purpose of this research then
moving on to the approach and strategy used. Further, it shall draw relationship within
the framework and hypothesize the outcome of the research. It shall portray theoretical
frameworks from which logical deductions may be established leading to the outcome
of this research.
3.2 Research Approach
The researcher has adopted for an action approach, as according to the researcher that’s
the best method to apply to this study. There was a need to develop a process that
would clearly identify the existing talent in the housekeeping department and would
evaluate them on their skills and relevant competencies. This would help to
differentiate those who were superior to others in terms of functional expertise and
competence.
3.3 Research Process
The purpose of this process is to create a basic outline on which research is carried out.
It starts from identifying the issues and formulating the objectives and then moves onto
providing the researcher a basic strategy that can be followed while doing the study.
Thus to identify and recognize, those at superior levels of functional competence,
expertise, customer focus and passion for excellence the following process was adopted
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
i. Research planning process
ii. Issue identification.
iii. Establishing objectives of research
iv. Literature Review
v. Review conclusion and development of initiative
vi. Hypotheses Formulation (Sources of hypotheses observation, expert speak,
intuitions and personal experience)
vii. Pilot Study
viii. Impact of pilot study
ix. Conclusion, recommendations and scope for further research
3.4 Initiative Development
The initiative formulated in order to carry out the research was internally branded as:
‘Master Craftsmen’
The Master Craftsmen initiative was used to Pilot test (as action research) and develops
a conceptual framework of the cause and effects of creating a process.
3.5 Hypothesis Generation
The researcher after reaching this stage established a relationship between the variables
which have been evolved through the literature review. To test a hypothesis it means to
either confirm the theory or to prove it wrong. The hypothesis derived should not
contradict variables; instead establish a relation amongst them. A hypothesis can be
defined as a logically speculated relationship between two or more variables expressed
in form of a testable statements. Logically the hypothesis that stems from the literature
review of this research is:
An innovative skill focused talent assessment initiative, helps to energize a team, recognize
talent and has a positive impact on employee performance, motivational levels and also on guest
satisfaction levels
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
3.6 Pilot Study – Design of study
1) It was decided to conduct the pilot study for the Vivanta by Taj, Brand of the Taj
group of hotels.
2) Bangalore was chosen as the destination as there were three hotels in the city
3) The Learning & Development (L& D) manager at each hotel was to be the
process owner and conduct the initiative in each of the three hotels under the
study
4) The entire process was divided into two phases. Phase one was to create the plan
and communicate. Phase two was to conduct the assessments.
5) A session was conducted to involve and train the L&D managers to take the
initiative forward. This was also a platform to brainstorm for queries and
develop a Q&A for the journey ahead.
6) Communication plan developed (that included a presentation) for the all key
stake holder at the hotel. These stake holders were the General Managers,
Executive House Keepers, HR manager and executives in the Housekeeping
team. This plan aimed to explain the process and involve the stakeholders where
required.
7) Participation was targeted at the housemen / floor attendants level at the hotels.
These are the team members who are actually involved in cleaning and
maintaining the guest rooms on a daily basis. An eligibility criterion of a
minimum one year of service in the hotel was declared to encourage maximum
participation.
8) A concise Communication plan brainstormed and developed this included
- A Poster Campaign – posters were developed to create a buzz and interest
in this initiative.
- A presentation was developed with tutor notes for the presenter
- Communication plan for key stakeholders in the hotel
- Plan for communication in the housekeeping department to encourage
better levels of participation.
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
9) Communication plan at the departmental level, as participation was on a
voluntary basis and the process had to excite the team members to participate
10) Formal application process to invite participation
11) Written quiz on functional knowledge administered to check knowledge levels
12) Behavioral assessment done by immediate supervisor based on last one years
performance
13) Three rounds of practical evaluations to check on skill, eye for detail and
creativity levels
14) interview with panel for further probing behavior and competencies
15) Consolidation of results.
3.7 Impact of Pilot Study
The result obtained from the pilot study was scrutinized, and the results obtained from
Administered questionnaires were analyzed. The impact was also examined by GSTS
analysis and interviewing various stake holders of this initiative.
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
Chapter 4
Pilot Study
4.1 Introduction
This chapter aim to detail how the pilot study was carried our. The development of this
initiative was detailed in chapter 3. This chapter accentuates all the techinques that were
used by the researcher for the pilot study.
4.2 Communicating the Concept
1. To achieve the participation of key stakeholders in this initiative, it was important to
communicate all the aspects of the program by making a presentation.
2. It was recommended to select a comfortable venue for the same and initimate those
concerned ot the date, time and venue of the presentation at least two days in
advance.
3. This presentation ws first to be made to the General Manager, Executive House
Keeper and the key House Keeping Executive / supervisory team.
4. It was then recommended to be followed up by including any other audience that
need to be involved in this initiative
5. This presentation could also be used in townhalls, departmental briefings.
6. Tutor notes were provided to guide the process owners in taking this presentation
forward. (Annexure 1.1)
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
4.3 Creating a Buzz – The Poster Campaign
1. Posters are an interesting way to generate curiosity and interest to what was intend
to be done.
2. Thus 6 set of posters that were exclusively created for this initiative. (annexure 1.2)
3. The aim was to use these posters as the first medium of communication prior to all
other forms of communication in the
HK department.
4. Housekeeping department notice
boards were targeted and other areas
that may be frequented and noticed by
the HK team such as the floor pantries.
5. The posters were created in JPEG
format. It was advised to use a colored
print out in A 3 size as the poster.
6. The idea communicated was to put up
one poster at a time on the identified
notice boards and keep changing the
posters every day to create a buzz.
7. Thus this poster campaign was run
over a period of 5-6 days and each day
all posters were removed and replaced
by a new one.
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
4.4 Departmental Presentation & Briefings
1. This was done at a briefing or a more relaxed venue that would foster a
presentation and Q&A session.
2. Session commenced by capturing attention which was by conducting an activity or
an Ice breaker to explain the need of the program.
3. This activity used was an interesting puzzle or riddle or any House Keeping trivia
to capture interest of the audience.
4. Wood cutter and axe story was used to emphasize, that it is important to sharpen
one’s axe from time to time to smooth out our blunt edges and discover the best in
us.
5. Tutor notes developed and used to run through the presentation of the Master
Craftsmen program.
6. The session was minuted and a record of follow up questions was kept.
7. Objective of the briefing was to generate the curiosity, and a desire to participate in
the program. It also answered queries on what participants may have had on the
concept of this program.
8. The departmental briefing session was held 3-4 days post the commencement of
the poster campaign
4.5 Application Process
1. Eligibility for participation.
a. Minimum work experience of 1 year with the hotel as on April 30th, 2013.
b. This is applicable only for candidates at associate levels.
c. Ability to understand and communicate in English.
2. An email was sent to the Executive House Keeper, to seek nominations, specifying
the elegibility criteria and deadline for the submission of the application
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
3. Application form print outs also were kept ready for enrollment in the House
Keeping department
4. On recieving the Applications validity of the details was checked
5. On closing the application process an email specifying the final list of participant
was sent and the final list of the participants was displayed on the department notice
board.
4.6 Application Format
An application format was designed and prescribed to invite applications formally.
4.7 Administering the written Quiz
1. The commencement date, time and venue of the written examination, was
announced via an email to HOD/dept as well as a notices were put up on the main
communication board.
2. The answer sheets were to be checked by only the the L&D resource.
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
4.8 Behavioral Assessment
The Behavioral assessment consists of behavioral indicators such as discipline, quality
& Productivity, reliability etc. and it is on a 5 point rating scales (1 being lowest and 5
highest) each participant was rated against each competency by the immediate
supervisor/manager in the presence of the department head. In this step of the process
details of why the participant is being given a specific rating was discussed. The
parameters used were base on data that was analysed and this was a time consuming
process.
1. Time was blocked with the Executive House Keeper and a date fixed on which the
Behavioral Assessment will be conducted.
2. The assessment was done on the basis of past one year’s performance of the
participant.
3. Ratings were given on the scale between 1 to 5 where:
4. Assessment were done using a specially created template that was based on 10
parameters. Rating Scale:
1= FAR BELOW EXPECTATION
2 = BELOW EXPECTATIONS
3 = AS PER EXPECTATIONS
4 = ABOVE EXPECTATIONS
5 = FAR ABOVE EXPECTATIONS
5. The assessment was shared with the concerned participant in a one to one session,
where the immediate supervisor/manager and L&D resource provided feedback to the
team member, to get them to understand how they are being assessed on the
parameters prescribed format given below.
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
Behavioral Indicator Template - Master Craftsmen Initiative
Guidelines for scoring:
1. Please tick in the appropriate box against the respective attribute.
2. Please mark the scores in the appropriate (last) column.
3. Calculate the Total score and then divide by 10, to give your rating for this part.
KEY: 1 = FAR BELOW EXPECTATIONS
2 = BELOW EXPECTATIONS
3 = AS PER EXPECTATIONS
4 = ABOVE EXPECTATIONS
5 = FAR ABOVE EXPECTATIONS
Items / Key words Rating Scale – 1 Rating Scale – 2 Rating Scale – 3 Rating Scale – 4 Rating Scale - 5 Score
1. Discipline
Attendance
Punctuality
Adherence to standards
Planning &
Organization
Frequently late & no
intimation of leave plan.
Does not adhere to
expected standards of
conduct. Tends to be
disorganized and
confused at work.
Generally in time but
unplanned leave
occasionally. Needs
supervision to adhere to
standards of conduct and
plan tasks.
Punctual, normally plans
the leave in advance.
Adheres to expected
standards of conduct.
Plans the tasks and tries
to keep up with it.
Always on time & takes
planned leave. Adheres
to the standards of
conduct. (Plays 'by the
book'). Sets priorities in
order to organize the
work and plan the tasks.
Very punctual, always on
time & plans leave well in
advance. Adheres well to
expected standards of
conduct. Always sets
priorities and plan the
jobs. Encourage others to
do the same.
2. Quality &
Productivity
Speed
Accuracy
Utilization of resources
Slow at work. Makes lot
of mistakes. Does not
know how to use/ does
not utilize the available
resources and
technologies to their best
use.
Needs a push to get the
job done in time. Makes
mistakes frequently.
Partial use of the
available resources and
technologies.
Average speed of
performing the tasks.
Occasionally makes
mistakes. Makes a good
use of the available
resources and
technologies.
Finishes the tasks on time.
Is accurate. Has eye for
details. Makes a
productive use of the
available resources and
technologies.
Makes the best utilization
of the resources available
and always finishes the
tasks in advance and with
high quality.
3. Reliability
Responsibility
Meeting deadlines
Deliver as promised
Dependability
Cannot be relied on to
complete the job. Needs
constant pressure and
supervision.
Occasional follow-up is
required to ensure
meeting targets /
instructions.
Takes responsibility for
the job and generally does
not need follow-up once
instructions are given.
Makes sure that the job is
done as per instructions
without reminders.
Takes full responsibility
for the job, accompanies
the process and makes
sure the task is completed
before time and according
to instructions.
4. Initiative
Motivation
Drive
Self-starter
Concerned only with
routine jobs. Lacks drive.
Does not make any effort
to improve processes or
solve problems.
Needs constant
reminding to start &
finish a task. Does not try
to add value or make
special effort.
Shows willingness to
tackle problems.
Frequently originates the
action, but does not try to
improve the processes.
Limited creativity and
innovation. Has moderate
drive to achieve results.
Shows ready appreciation
and willingness to tackle
problems. Positively
seeks to improve
knowledge and
performance. Has high
energy level.
Demonstrates ambition to
achieve progressively.
Self-starter, self-driven,
self-motivated. Very
effective in analyzing
situation and resourceful
in solving problem. Has
very high energy level.
5. Team work
Cooperation
Adaptability / Flexibility
Does not facilitate the
running of the process in
any way. Does not get
along/ interact well with
people. Is not open to
change.
Lacks interaction with
others. Collaborates when
required but usually does
not offer help. Slow in
adapting to new
methods/ technologies.
Tries to contribute as a
team player. Gets along
well with others. Is
flexible and is open for
change. Has no difficulty
in adapting to new
methods/ technologies.
Enhances work efficiency
through teamwork. Very
good interaction with
colleagues. Flexible,
seeking the best results as
a team.
Understands the process
foreseeing the team goals.
Builds consensus.
Approachable and
flexible. Adapts to new
methods/ technologies
easily & encourages
others for the same.
6. Customer
OrientationAttitude
Does not feel comfortable
interacting with people.
Lacks confidence and
enthusiasm. Does not mix
well with internal &
external customers.
Sometimes impatient,
uncooperative or
indifferent about people -
both internal & external
customers. Slow to mix
with others.
Maintain cordial relations
with people. Helpful and
polite. Handles internal &
external customers well.
Positive frame of mind,
pro-active. Ability to
manage well the
relationships with
internal & external
customers.
Enthusiastic, charismatic,
diplomatic. Has an
outstanding rapport with
internal & external
customers. Strong desire
to achieve and develop.
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
Photograph of a behavioral assessment round in progress
4.9 Practical Evaluation Rounds
The Competition rounds aims to check skill levels of each participant by putting them
through 3 practical evaluation exercises
The following guidlines were used for each round
7. Communication
Transmitting ideas
Assertiveness
Spoken communication
Written communication
Cannot organize the
thoughts nor express
them to other people.
Confused, incoherent.
Can organize the
thoughts and ideas but
finds it difficult to
transmit it to someone
else.
Can organize thoughts
and ideas and express
them fairly well. Is
assertive and persuasive
in speech for results.
Can articulate the ideas,
following a logic line of
thought. Shows no
difficulty in expressing
oneself, both through
written and spoken
language. Make use of the
best ways to make sure
the message was
understood.
Outstanding capacity of
communicating thoughts
and ideas. Says what
needs to be said in a
proper manner and can
always makes oneself
clear. Excellent speaking
and writing skills.
8. Innovation
Creativity
Never tries new ways of
solving problems,
performing tasks or
handling situations. Does
not try to do over & above
the routine and
mechanical jobs.
Eventually tries new
ways of solving problems,
performing tasks or
handling situations. Feel
satisfied doing only
routines and mechanical
jobs.
Often tries new ways of
solving problems,
performing tasks or
handling situations. Feels
comfortable doing routine
and mechanical jobs but
often tries new ideas.
Usually tries new ways of
solving problems,
performing tasks or
handling situations. Asks
for suggestions and looks
for new ideas.
Ability to generate new
ideas. Ability to grasp
problems and evolve
appropriate solutions.
Encourages others to try
new ways of doing
things.
9. Openness to
feedback
Not receptive to
feedbacks, esp. negative.
Can't deal with setbacks.
Does not accept correction
well.
Has difficulty in taking
feedbacks and accepting
corrections
Listen to correction, tries
not to repeat mistakes.
Tries to understand the
feedbacks & learn from
mistakes.
Willingly listens to
feedback. Accepts
correction and learns
from them. Tries to
improve.
Seeks feedback and
utilizes the same for
further improvement.
Receptive to corrections.
Deals with setbacks
constructively and
anticipates change.
10. Grooming
Personal hygiene
Personal appearance
Does not follow the basic
rules of personal hygiene
(shower, shampoo, shave,
deodorant). Poor / dirty /
disheveled appearance.
No evidence of special
care of dress and
appearance. Basic
personal hygiene
standards are there.
Generally neat, clean and
of good appearance.
Evidently careful of
appearance and personal
hygiene.
Always clean, shaved,
neat. Immaculate dress
and appearance.
Grooming example.
Encourages others to do
the same.
Total Sum
Rating (Total / 50)
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
A. Bed Making
Bed making is a daily task in housekeeping and is a round in the competitions that
would be most familiar to the participants. In this round of checking bed making skills,
it is recommended that the participants be given a stipulated time of 15 minutes to strip
and make a bed. The judges should go to each room as the participants are making the
bed to observe work flows of participants, while the beds are being made.
The following is the recommended criteria for judging this round
1. Level of Hygiene:
Here what should be looked at is whether the participants display high level of
sensitivity towards the hygiene and cleanliness at every step of the tasks involved in
bed making. This should include handling of soiled linen as well as the use of fresh
linen.
2. Flow of work:
The bed making process should have a seamless work flow in completing the entire
process. The steps of bed making process observed should look at optimum utilization
of time, available resources and the expertise of the associate. The approach to flow of
work should be looked at and whether they add on to the complete process.
3. Finesse, Freshness & Crispness :
The appearance of the bed after the bed making process should be crisp, fresh and
elegant. Crispness of linen means pleasingly firm and fresh but easily broken or
crumbled. The final outcome of this task is that the bed should provide a great look and
feel. Please check for attention given to alignment of the various components of the bed
including linen, pillow, duvet, bed sheets and the fold.
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
4.Timeliness :
Associate should finish the bed making within the time allotted. He/she should
bifurcate the time for each sub tasks for optimization of the process.
B. Eye for Detail
The objective of this round is to check eye for detail and memory recall. The participant
is (one at a time) taken into a room and is given about 5 minutes to observe the room.
About 20 changes are then made in the room (this could be from the obvious to not so
obvious). The participant is then again asked to go into the room and is given 5 minutes
to observe and note the changes. The participant then meets with the judges and shares
observations made. This sharing should commence once all participants have had an
opportunity of observing the room.
The following two parameters could be kept in mind while judging this round.
Ability to notice big to subtle changes:
Number of areas found with changes/defects as per the judging criteria. The objective
here is the ability to notice how the room is different or has changed from when it was
first observed.
Ability to see the whole picture yet identify what is missing or has changed:
Understand what is important to be present in the room and be able to spot any
changes from the usual in a guest room and its functionality from a guest perspective.
Scoring should be based on maximum number of observed changes.
You may refer to the following examples of what could be tested:
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
Subtle changes in the room could be:
a. DND placard or cord missing.
b. Piece of paper on the floor.
c. Dust/mark on the wall.
d. Socks kept on the top most rack of the wardrobe.
e. Table lamp fused (in the first event, when they enter the room the table lamp
should not be switched on)
f. One Laundry list missing.
g. Envelopes missing from the folder
h. Stain on the face towel.
i. Tissue box containing only last tissue which is visible on the top.
j. Tooth kit with tooth brush unpacked or missing.
Not so subtle changes could be:
a. Marks or dust on the room door.
b. Pen marks near the energy saving device (key slot).
c. Light in the wardrobe fused.
d. Stain on the pillow case.
e. AC temperature changed.
f. Fruits missing from the fruit platter/bowl.
g. Mini-bar item missing.
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
h. TV Remote control changed
i. Toilet roll paper wet.
j. Hair strand in the bath tub.
The alternative way of doing this exercise without having participants enter a room for
a second time, is based on the theme of ‘spot the defects’. This activity requires the
participants go into the room (one at a time) and spot defects in terms of what should
ideally not be there in a ready to occupy guest room. Judging criteria of better
performance is the same as what has been indicated earlier. The following are a list of
suggestions from a moderate to difficult level of defects that could be spotted by a
participant.
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
C. Creativity Rounds
Developing a real Sharp Eye !
EASY defects to spot MODERATE defects to spot DIFFICULT defects to spot
Pencil lead broken - which is
kept with note pad
Additional shampoo in bathroom
instead of Shower gel
Calling bell (of main door)
to be disconnected
Previous days newspaper
Bed side phone disconnected (just
remove the pin from the slot , so that
wire is not completely removed)
An expired product in mini-
bar snack item
Dental Kit with no
toothpaste in the box Outdated Magazine
Welcome letter without the
name of the guest
No clip hangers (instead of
that all are normal hangers)
Small piece of paper tissue inside the
peep hole
Scribbling pad with only 3
sheets
Crushed paper behind the
television or under the cot
Mini-bar folder insert dirty or folder
has a pen mark
Demerrara sugar missing in
tea / coffee set up
Mini safe is locked - not open Mini bar is locked or can’t be opened
One Cotton pillow placed
on bed out of 4 (rest could
be feather or polyfill as per
the standard)
Two different type of glass
wear near bedside (one
Highball and other one could
be Tom Collins) the second
glass is not the norm
Wrong TV channel set - TV when
switched on, the default channel is a
sports channel)
Additional shampoo in
bathroom instead of Shower
gel
Ash tray with no match box One of the door knobs or signages
missing.
AC set with wrong
temperature (22 for summer
and 23 during winter as per
the standard)
Additional laundry bag not
placed inside the wardrobe Jeweler tray in Safe is missing
Few hooks from the curtain
out of the channels
Bed side lamp missing Water marks all over the shaving
mirror
Sticker stuck on sheer
curtain (we could use any
small sticker available in the
hotel)
No coffee sachet with tea /
coffee set up
Soap removed from the box and empty
box placed in the room
Water bottle with seal
broken
Battery removed from the TV
remote
Previous month (page) calendar facing
the guest
A small light object (could
be even match box) placed
above the wings of the fan.
Or The wrong time of the
day getting displayed in the
clock (30 minutes slow)
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
The intention of this round is to a conduct simple yet interesting activity to test the
creative ability of participants.
This is a neutral activity and does not relate directly to house keeping skills and
knowledge. However abilities displayed in this round would be congruent to what is
also displayed in the actual work environment.
This activity gets participants to suggest alternative uses of commonly used items (this
does not have to be something used in a guest room)
Example: Paper clip
The participant is given a paper clip and is given 5 minutes to think of as many
alternative uses that the paper clip could be used creatively instead of only holding
papers together. These could be for:
• Hold papers together
• Cufflinks
• Earrings
• Imitation mini-trombone
• Thing you use to push that emergency restart button on your router
• Keeping headphones from getting tangled up
• Bookmark
The test measures for divergent thinking across four sub-categories that may be used to
judge this activity are:
1) Fluency - how many uses did the participant come up with
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
2) Originality – how uncommon those uses are (e.g. “router restarter” is more
uncommon than “holding papers together”)
3) Flexibility – how many areas do the answers cover (e.g. cufflinks and
earrings are both accessories, aka one area)
4) Elaboration – level of detail in responses; “keeping headphones from
getting tangled up” would be worth more than “bookmark”
Participants could be given at least 4-5 such common objects like, spoon, a mug, tissue
paper, etc.
4.10 Personal Interview
The Personal Interview consists of a assessment on the key performance parameters like
Communication, Guest Service Orientation, Integrity, Creativity & Passion For
Excellence, and it is on a 5 point rating scale. The following guidelines were used for
the interview round
The behavioral assessment takes cognizance, of what is observed and displayed in the
day to day work space. The objective of the interview round is to look into areas of
performance that may not have been observed. It aims to understand how a participant
thinks and would generally behave in a given situation.
Another objective was to see how candidates react to certain questions
that help to distinguish them and identify those with superior levels of desired
behavior. The interviewers were also encouraged to go beyond the indicative questions
suggested below,
These are guidelines for the interview round with candidates.
Communication
1.) What would you do if a guest was having a problem but had difficulty speaking
your language?
_ How would you communicate with the guest?
_ What would you do to ensure the guest’s problem is resolve?
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
_ Are there ways to ensure that the communication problem does not occur again?
2.) What would you do if you were given unclear instructions from a supervisor?
_ How would you cope with this situation?
_ How would you ensure the successful completion of your task?
_ How would you avoid future unclear instructions?
GUEST SERVICE ORIENTATION
1.) If you had a customer who was very difficult to handle what would you do?
_ How would you deal with this customer?
_ Would you provide service to this customer?
_ What would you do to relate to this customer’s concerns?
2.) If you were given a task that you don’t generally perform, what
will you do to ensure high quality in the final product?
_ What steps would you implement?
_ What checks would you implement to measure the task quality along the way?
_ How would you overcome problems that arise?
INTEGRITY
1.) If you had to interact with co-workers or customers from different cultures, how
would you ensure proper respect for their culture?
_ How would you ensure they were treated fairly?
_ How would you ensure good communication?
_ What would you do to gain their trust?
2.) If you had some information that would hurt a co-worker but itwas somewhat
important to tell them what would you do?
_ How would you tell the co-worker?
_ What would you do to help the co-worker deal with the information?
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
_ How would you ensure that the information stays confidential?
CREATIVITY
_ Tell us how creative you have been while servicing a guest room
_ In what way have you performed differently from your peers on your job
_ Have you been part of any process improvement that has happened in the hotel
PASSION FOR EXCELLENCE
_ Tell us about some suggestions/ideas that have been implemented because of your
efforts
_ Tell us about any of your recent guest engagement efforts
_ Tell us about some improvements that you have made in your work
4.11 Consolidation
1. This was the final step of phase two where the results were consolidated for the
written exam, Behavioral Assessment, Competitions and Personal Interview.
2. The final scores were computed as an aggregate of all the scores for each participant.
3. Prescribed weightages given for the various rounds were:
Rounds Weightage
Written Test Score 10%
Behavioral Competency 25%
Competitions 35%
Final Interviews 30%
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
Chapter 5
Impact of Pilot Study
5.1 Introduction
This chapter looks at the impact and effect that this study has had on the various
objectives of this research. Which are impact on employees thier engagement and
motivation levels, impact of attrition levels of identified resources. It also takes
cognizance of various stakeholders such as the training managers who were involved
with this iniative, executive housekeepers, immediate managers/supervisors and the
participants themselves. The data for this chapter was collected by questionnaires and
personal interviews. Some of these interviews have also been recorded and analysed.
5.2 Impact on employees/associates who participated in the initiative
The study had a very positive impact on the employees/associates who participated in
the program for talent assessment. The employees were very excited and engaged to be
a part of this initiative as they had never experienced such an intervention.
The feedback from the participants was positively overwhelming as they described
thier experiences. The key highights of interview feedback sessions were as follows
1) There was an overwhelming sense of delight to have been part of this
program
2) Sense of gratitude for the immense learning that they had
3) Appreciation of the evaluation rounds and the kind of vigor that was
created
4) Better understanding of processes that were impacted when the standards
were under scruitiny
5) Lot of learnings from the behavioral indicator rounds
6) Revisting theoritical aspects of the function to prepare for the written quiz
round help increase knowledge
7) Interveiw round on thier job role was a first time experience.
8) Better understanding on how the role was looked at from a larger
perspective
9) Lot of fun and the feeling of being complete engaged
10) Happy to see the kind of interest that was being shown in the house
keeping department
Given below are transcripts from interviews which were recorded with the the
participants. These are highlights of the interviews
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
Transcript 1
This is from a recorded interview of Ilayaraj who is a room attendant at Vivanta bu Taj
– M.G. Road, Bangalore. He has been with Taj hotels for over 10 years now. He is
describing his experience in this initiative. The interview was recorded during one of
the practical evaluation rounds in Bangalore
He was asked two questions first how did he feel about the initiative and the second
was if he was to describe this initiative to someone who did not know what if was all
about, what woud he say.
• I have been with the company for 10 years and this is the first time that i have
experienced such a competition in which I learnt new things,
• Every step of the competition came as a surprise which created a thrill.
• Also first time got a chance to stay in the hotel which is a dream come true.
• The written test had some different questions which helped me in learning more
about House Keeping.
• The Eagle Eye round challenged me in having a sharp Eye for detail which in my
routine work may get overlooked.
Transcript 2
This is during the evaluation round a question asked to the participant on how he
viewed the iniative
• This initiative motivates us to learn something more.
• House Keeping people are always in the back of the house so with this initiative
they have got the chance to show their creativity.
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
Transcript 3
The question asked to the participant was how did he feel an initiative like this would
help him.
This initiative will help in moving ahead in my work as it has tested my skills like never
before. It has made me also understand my strengths and what i am good at and what i
need to focus to improve while i am at work.
5.3 Impact on Guest Satisfaction levels
The iniative had a very positive impact on the guest satisfaction levels, there are two
parameters/index which are clear measures of house keeping performance. These are
very prime in the tracking mechanism for the housekeeping department guest
satisfaction scores
1) the first is the index which is on cleanliness of the room and bathroom.
This imdex saw a significant increase in the excellent and very good scores
(top box as well as top two scores)
2) The second index that of Competency, Courtesy & Responsivness of the
houskeeping staff. The guests rate this based on thier interaction and
experience of the houskeeping staff
Given below are the aggregate GSTS scores which are on the above mentioned
parameters for all three hotels which were under the pilot study.
The scores were analysed for three months prior to the initiative and then three months
post the initiative. This analysis does show a positive impact on the guest statisfaction
scores post the initiative. It does indicate that the iniaitive brought about renewed focus
on quality aspects of room cleaning and maintenance that led to better levels of guest
satisfaction
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
12
17
5
0
7
11
21
6
0
8
14
23
6
0
11
21
13
7
0
9
27
9
5
0
5
26
13
4
0
6
27
7
3
0
3
0
5
10
15
20
25
30
Jan-13 Feb-13 Mar-13 Apr-12 May-13 Jun-13 Jul-13
EXCELLENT
VERY GOOD
GOOD
FAIR
POOR
Scores for the guest satisfaction index: Cleanliness of room and bathroom
33
19
75
0
35
17
66
0
35
15
64
0
43
17
53
0
44
21
7
31
47
23
7
4
0
49
25
11
100
5
10
15
20
25
30
35
40
45
50
Jan-13 Feb-13 Mar-13 Apr-12 May-13 Jun-13 Jul-13
EXCELLENT
VERY GOOD
GOOD
FAIR
POOR
Scores for the guest satisfaction index: Courtesy, competency & responsiveness of Housekeeping staff
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
5.4 Impact on Employee attrition
The research has only considered a time period of three months, however there has
been no turnover in the department post these three months of the iniative. None of the
participants in this iniative have left the organisation. Vis a viz the same duration over
last year there has been an average attrition of 21% for the period under consideration.
Thus inital data does show a positive impace on the employee attrition levels.
5.5 Impact on employee motivation
This research aimed to check the impact of the initiative on the motivational levels of
the employees who participated. The
5.6 Impact on employee performance
This research also tries to look at the impact of the iniative on employee performance
levels. Data collected from guest satifaciton index does see a very visible indication of
positive impact. The research also looked at direct feedback from the departmental
heads and immediate supervisors which have been very positive to the impact the
initiative has had (Annexe 1.6)
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
Chapter 6
Conclusion
6.1 Conclusion
The researcher in this chapter intends to summarize the concerns and arguments
examined during the course of this research. This chapter also aims to conclude various
findings from the literature review as well as the action research to reach a common
consent on the issue of this research. This chapter also outlines recommendations
suggested by the researcher and scope for further research.
The research planning looked at the aim and objectives of the project and took into
consideration what aspects needed to be covered and explored for this research. It was
decided to go in for action research in the form of a pilot study. The researcher decided
to look for similarity and common factors in the hotels that were meant to be taken as
the sample for the action research. Thus, the three hotels in Bangalore were selected as
they were in the same city and belonged to the same brand which also meant similarity
in processes and standards followed.
The crux of this dissertation was to first look at an innovative approach to assess
superior functional skills in the department. To do so the researched had to develop a
completely new process which took into consideration various aspects of skill, that
talent would be assessed on. The researcher also wanted to take into consideration
findings from the literature research, that the approach should consider the various
essential elements described to assess the talent. The other aspect of focus is to allow
employees to do things that excite them and that they enjoy.
The approach should be a journey to discover what they are best at and apply it in their
work sphere to yield better results
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
Though data collected through literature review portrays limited views of the existing
picture of the hospitality / hotel industry in terms of what is the impact of such studies
in the organization as well as the employees in reality. The researcher has
comprehensively gone through the works and arguments of various eminent authors,
who have done a great deal of work in the area under study. These arguments were
used in formation of the conceptual framework as well as to deduce hypotheses. This
research mainly focused on the study of the determinants as well as its impact on the
employees
It took a while to the develop all the elements of the pilot study to check the hypotheses
that ..
An innovative skill focused talent assessment initiative, helps to energize a team, recognize
talent and has a positive impact on employee performance, motivational levels and also on guest
satisfaction levels
The Pilot study was carried out as designed in the three hotels and post the study, there
were interveiws done with the participants, immediate supervisors, head of
departments as well as the human resources and learning & development manangers
the feedback is represendted in Annexure 1.4.. Hence the hypothesis developed stands
good from the various analysis and feedback recieved that it the tested skill focused
talent assessment initiative does help to energize a team and has a very positive impact
on employee performance, motivational levels as well as on guest satisfaction.
6.2 Recommendations
The dissertation has shown many benefits from the pilot study that had a very positive
impact on the house keeping department of all three hotels that paricipated.
The researcher went one step ahead and promoted the iniatitve at the four Goa hotels of
the brand. The intention was to see how it worked in resort hotels vis a viz city hotels.
The initial feedback has again been very positive, thus the recommendation is for other
hotels in the brand to also adopt this iniative.
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
Once this initiative completes a full cycle and all hotels in the brand are covered. It
could be also taken to other brands in the group.
The researcher has initiated an internal news letter to inform other hotels on how the
initiative is progressing. It is recommended that all hotels also adopt a news letter to
share thier own learnings and progress.
It is also recommended that a similar model for talent assessment is taken and tried in
the other functional departements of the hotel.
6.3 Scope For Further Research
The research has been a conclusive and wholesome attempt at studying the concept of
an innovative skill focused talent assessment initiative
The researcher feels that there are more aspects of further research in this area. There
are few aspects which researcher was not able to cover in this piece of work. The
researcher believed by throwing light on these aspects would be beneficial for the
academic purpose as well as for the managers in Indian hotel companies.
The first thing which the researcher would like to suggest is that further scope of
research in this area to study the impact of skill focused talent assessment in terms of
more detailed review of house keeping competencies that get measured more
frequently.
One can also study the impact of such an initiative and how it impacts guest
satisfaction, employee motivational and attritional levels, which should be measured
over a longer duration of time.
There is a further scope of research in this subject by looking at more detailed guest
feedback and feedback from other stakeholders such as the managers and other
departments that coordinate with the house keeping department.
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
Bibliography
1. First Break All Rules – Marcus Buckingham & Curt Coffman
2. Enterprise Talent Management - Vinita Siddiqui
3. Melvin J. Scales - Developing talent, 2010
4. SHRM Research Quarterly, 2006
5. Brainbench thought leadership report 2002
6. Cornerstone on demand - Paper on Talent Management, 2013
7. Zapoint white paper on talent management and skills inventory, 2009
8. University of Science & Technology white paper on Skills inventory
2008
9. The Ohio State University Office of Human Resources Page
Talent Management position description, 2010.
10. Thought leadership report 2002: Four essential components for skill
Inventory Management
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
Annexure 1.1
Notes For the Presentation (Used to introduce the concept)
Introduction
Welcome the audience to the presentation and explain that you are happy to take them
through a small presentation on the concept and objective of an exciting and dynamic
initiative.
To start with, seek their opions on who they think are masters in thier function.
The idea here is to get the audience to think and share, what are the characteristics of
those at superior functional competence and expertise.
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
Summarize the comments and acknowledge that you too have these champions in your
teams, it is important for us to identify and recongize them.
Thus the ‘Master Craftsmen’ inititiave is about realizing and appreciating ‘Great
Talent’. Its an innovative approach of taking interested candidates through three unique
approaches at different levels of selection to recognize who are the ‘Master Craftsmen’ in
our House Keeping teams. The first level is very important as if it is conducted well it
would result in the success of the other two rounds as well.
Explain with the curtain raiser today, we are taking the first important step to Level
One, which would be now taken to departemental team briefings. It is important to
encourage everyone in the department to participate. We would need the house
keeping leadership to be completly involved in this initiative so that we get the best our
of this initiative.
Discuss the next steps forward and seek feedback, inputs for implementation. The focus
over the next 2-3 weeks needs to be on this first phase that seeks to check levels of
competence it would be in the following sequence
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
The Second and third levels would comprise of comprise of learning inputs and
advanced screening of the candidates. The second level aim to seek the masters at the
city or regional level.
Master Level will be mutually beneficial stage for Hotel, for the region and for the
brand to achieve World Class Excellence. The final level would also assess the role-
modelling ability of the participants.
Thank the audience for thier participation and do share feedback suggestions with us.
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
Annexure 1.2
Sequence of poster for poster campaign to create a buzz to the initiative
Given below is the recommended sequence of these posters: The posters are
shared as an annexure as well
Main Logo Spoons Reindeer First Logo Day 1 Day 2 Day 3 Day 4
The Bird The flower
Day 5 Day 6
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
Annexure 1.3
Guests Feedback : Vivanta by Taj – Yeshwantpur, Bangalore
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
Annexure 1.4
Feedback from questionnaires administered to various stakeholders
MASTER CRAFTSMEN FEEDBACK – VIVANTA BANGALORE HOTELS
1 How would you describe the impact of this initiative in the
department in terms of the guest satisfaction levels
Respondent
Name
Designation
1 This initiative has made me realize that I can achieve my
goals through learning more, determination and hard
work. After winning the competition at the hotel level,
my confidence has increased tremendously. I worked
harder after this competition to get chosen for the
promotion interviews, and now I have been selected. I
thank the company for giving me this opportunity to
grow in my career and realize my potential.
Prasanth RA Team Member
2 Being a fresher in the hospitality industry this experience
has given me enormous exposure in the function and I
have received an opportunity to increase my knowledge
and skill and perform better in my career.
Lohe Team Member
3 I had the opportunity to learn about new areas of work
like the right process for bed making, ironing in laundry,
creativity appreciation. Thanks to the competition.
Bhabhani
Shankar
Team Member
4 The Department was alive with excitement and fervor to
be in their very best form.
Sathish
Kumar
Deputy
Housekeeper 5 Once the competition commenced, the entire team in
Housekeeping was completely tuned into the event and
each one was keen to learn more & excel in their work.
Misbah
Banday
Manager -
Housekeeper
6 I never realized my own potential and that I was capable
of achieving so much more in my career and self
development.
Chokhoni Team Member
2 How has it impacted the participants of the program Respondent
Name
Designation
1 Seeking knowledge to learn more Lohe Team Member 2 Increase in self confidence & motivation levels Prasanth RA Team Member 3 Higher Guest Engagement levels, much higher
employee motivation
Sathish Kumar Deputy
Housekeeper 4 Associates seeking to grown up the internal ladder
E.g. Speed program
Shirin
Jayaraam
Executive
Housekeeper 5 Commitment & Initiative taken towards the higher
responsibilities at work
Misbah Banday Manager -
Housekeeper
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
3 Are they any other observations/comments that you
may have on this initiative?
Respondent
Name
Designation
1 Neutral Judges to evaluate the competition & a senior
Housekeeper from Taj may act as the guiding mentor
for any reference checks.
Shirin
Jayaraam
Executive
Housekeeper
2 Participants should be given a practice session before
the main event
Shirin
Jayaraam
Executive
Housekeeper
3 Mock guest interactions to see associate reaction Lohe Team Member
4 External Judges from competition hotels Misbah Banday Manager -
Housekeeper
4 Any feedback to improve the process if it is run again Respondent
Name
Designation
1 Increase participation in the first 1-2 rounds of the
competition by lowering the minimum experience of 6
months.
Chokhoni Team Member
2 Incorporate a round to assess the Supervisory /
Managerial capabilities of the participant.
Misbah Banday Manager -
Housekeeper
3 The qualifying group must have the opportunity to
critically evaluate a space (lobby / outlet / guest room)
in another hotel and state a few areas of improvement
& strengths. The objective of this round is to enable
the participant to build his/her own perspective and
judgment interpreting good practices & areas of
improvement for a property.
Ajey Kashyap HR Manager
4 The above exchange of ideas/practices may enable the
team to compile the Best Practices of Housekeeping of
a region. Making it a possibility to collate the Best of
Best Housekeeping Practices for the company.
Yasmin Paul L&D Manager
Master Craftsmen – An Innovative Skill Focused Talent Assessment Initiative
Ajit Dias | 2224313 | PGCHRM Batch -14
54
Final Project
‘Master Craftsmen’ – An Innovative Skill Focused Talent
Assessment Initiative
(A pilot Study in Vivanta by Taj Hotels in Bangalore & Goa)
XLRI - Virtual Interactive Learning
Program: PGCHRM
Batch: 14
Centre: Mumbai – Dadar (West)
NAME
SMS ID:
SID ID:
AJIT DIAS
2224313
DH 12071
****************** End of Project Report ********************