Human Resources Manual

1 Sarovar Hotels Pvt. Ltd Standard Process Manual

 Table of Contents

Sr. No. Topic Page No.

1. Introduction 004
2. Vision And Mission 005
3. Team Expectations 006
4. Departments Of A Hotel 007
5. Customer Service – Non Negotiables 010
6. Sarovar Grooming Standards 011
7. Sarovar Telephone Handling Standards 016
8. Customer Handling Situations – Preferred Phrases 024
9. Personnel Requisition 027
10. Recruitment / Selection / Placement 030
11. Call Letter Format 031
12. Interview Assessment Format 032
13. Offer Letter Format 034
14. Formats Of Appointment Letters 035
15. Joining Report 043
16. Reference Checks 044
17. Personnel File Status 045
18. Probation Confirmation 046
19. Employment Separation 047
20. Employee Counselling 048
21. Acceptance Of Resignation 049
22. Handover Policy 050
23. Final Clearance 051
24. Budgeting Process 052
25. Casual Staff Payment 053
26. Contractual Staff Policy 054
27. Disciplinary Action 055
28. Employee Appraisals 056
29. Extra Duty Procedure 057
30. Investigations BY HR 058
31. Issuing Of Payslip 059

2 Sarovar Hotels Pvt. Ltd Standard Process Manual

 Table of Contents

Sr. No. Topic Page No.

32. Leave Application Procedure 060
33. Leave Procedure For GM And Corporate Office Senior Staff 061
34. Maintenance Of Statutory Requirements 062
35. Monthly MIS Report 063
36. Name Tags / I.D. Cards 067
37. Non Guest Visitors 068
38. Official Correspondence 069
39. Rounds Of Hotel By HR Manager 070
40. Staff Leave Policy 071
41. Staff Salary Payment 072
42. Staff Uniform 073
43. Kitchen Stewarding Staff-Shoes 074
44. Time Recording 075
45. Attendance And Punctuality 076
46. Confidential And Proprietary Information 077
47. Local Travel And Conveyance Policy 078
48. Mobile Phone Reimbursement Policy 080
49. Network And Electronic Resources Policy 081
50. Company Accommodation 083
51. Transportation / Night Drop 084
52. Reward & Recognition 085
53. Sexual Harassment Redressal Committee 086
54. Staff / Executive Birthday Celebration 090
55. Staff Cafeteria 091
56. Staff Lockers 093
57. Staff Wedding Ceremonies 094
58. Welfare / Benefits 095
59. Annexure 096

3 Sarovar Hotels Pvt. Ltd Standard Process Manual

 Date Created: 01.04.2015 Date Reviewed:
SPM No.: Department / Area: Approved by:
SHPL/HR/REC/INT HUMAN
RESOURCES/RECRUITMENT
Task:

Standard Process INTRODUCTION

Manual

The HR department works as the framework of any Organisation. It helps set the processes and
works as a guiding light to every recruit. HR representatives work as single window assistance for the
employee. They assist the employee with the following:

a) Getting the employee acquainted with hotel policies and procedures

b) Processing salaries and all statutory pertaining to employment

c) Engaging the employee and help him utilise his skills and talents to the optimum.

The SOPs mentioned in this section work as a guideline for all the above job functions. It is advisable
that employees go through the SOPs to acquaint himself with the Do’s and don’ts while at Sarovar
Hotels. The topics are relevant to all positions.

4 Sarovar Hotels Pvt. Ltd Standard Process Manual

 Date Created: 01.04.2015 Date Reviewed:
SPM No.: Department / Area: Approved by:
SHPL/CUSTOMER CS/GENERAL
SERVICE/001
Task:

Standard Process VISION AND MISSION

Manual

Vision :

To strengthen our position as a leading player in the hospitality landscape.

Mission :

To provide our guests a superior hospitality experience at excellent value in varied market segments.

To provide our employees a great work environment, continuous satisfaction and growth
opportunities, while treating each other with respect and dignity.

To recognize that profitability is essential to our future success and therefore provide our property
owners and investors the highest possible returns.

To focus on our own growth and maintain consistency in product through warm personalized service
and absolute transparency in all our dealings.

To contribute positively to our communities and our environment.

5 Pvt. Ltd Manual

 Date Created: 01.04.2015 Date Reviewed:
SPM No.: Department / Area: Approved by:
SHPL/CUSTOMER CS/GENERAL
SERVICE/002
Task:

Standard Process TEAM EXPECT ATIONS

Manual

1. Punctuality: Punch in at least 20 minutes prior to start of shift. Be at the

Department in full uniform 5 minutes before start of shift.

2. Grooming: As per the grooming standards of the Company. Take special

care of your uniforms
- keep them clean so as to take pride in wearing them.

3. Work: Consistently accurate, thorough and neat work.

4. Initiative: High initiative, drive and willingness to work.

5. Sensitive: To the needs of the hotel, seniors and colleagues.

6. Interest: In learning and continuous self - development.

7. Responsible: For the condition of your department, all areas of the hotel
and the equipment used therein.

8. Behaviour: No unfair, derogatory, sexist behaviour and attitudes.

6 Pvt. Ltd Manual

 Date Created: 01.04.2015 Date Reviewed:
SPM No.: Department / Area: Approved by:
SHPL/CUSTOMER CS/GENERAL
SERVICE/003
Task:

Standard Process DEP ARTMENTS OF A HOTEL

Manual

FRONT OFFICE

This is the first point of contact between the guest and the hotel, whether in person or on the
phone. The front office department can be broken up, on the basis of its functions, as follows:
a. Telephones
b. Reservations
c. Registration / Information / Billing
d. The Bell Desk
e. Business Centre
f. Travel Desk

HOUSEKEEPING

The Housekeeping Department is basically responsible for the following:

a. Cleanliness of floors (guest rooms), public areas (lobby, restaurants, etc.) and service
areas.
b. Upkeep of Hotel Linen and Staff Uniforms
c. Guest and Hotel Laundry
d. Lost and Found
e. Horticulture & Flower Arrangements
f. Pest Control

FOOD & BEVERAGE SERVICE

The F & B Service Department is responsible for service of Food and Beverages in Rooms,
Restaurants, Lounge, Business Centre and Banquet areas. It is a major revenue earner for the Hotel.

FOOD PRODUCTION

Preparation of food for all the above mentioned areas. Hygiene in handling of food is of utmost
importance. The Food Production Department can broadly be divided into the following sections;

a. Indian
b. Pantry
c. Banquet Kitchen
d. Tandoor
e. Butchery

7 Pvt. Ltd Manual

 f. Halwai
g. Continental
h. Garde Manger
i. Chinese / Oriental
j. Bakery & Confectionery

KITCHEN STEWARDING

The Kitchen Stewarding Department is responsible for the cleanliness and maintenance of all the F & B Service
Equipment, glassware, crockery and cutlery. It is also responsible for the cleanliness of the kitchen areas, the
staff cafeteria and all kitchen equipment.

ENGINEERING

The basic responsibility of the Engineering Department is to maintain the utility assets of the
company in operational condition, so as to meet the basic requirements of guests. The functions of
the Engineering Department may be broken up as follows:

a. AC and refrigeration
b. Electrical
c. Plumbing & Pool Filtration
d. Boiler maintenance
e. Electronic and telephone equipment
f. Kitchen and Laundry Equipment
g. Carpentry work
h. Painting and polishing
i. Masonry work
j. Elevator Maintenance
k. Generators
l. Fire Fighting Equipment

MATERIALS

The Materials Department can broadly be divided into the following:

a. Purchase
b. Receiving
c. Stores

As the name suggests, the Materials Department is responsible for all materials (food, stationery,
equipment, etc.) that are procured for the Hotel. These are purchased as per the Standard Purchase
Specifications, checked for quality on receipt and appropriately stored until they are required to be
issued to the user Department.

8 Pvt. Ltd Manual

EDP

The EDP Department is responsible for ensuring that all computer systems and networking in the
hotel functions properly. They are responsible for all MIS backups and for the Property Management
System at the unit.

SALES

The sales team of the hotel is responsible for spreading awareness in the market of the existence of
the hotel and its features and facilities, thereby bringing in revenues for the hotel from the sale of
rooms, food & beverage and banquet venues.

ACCOUNTS

The Accounts Department is responsible for reporting on the overall financial position of the
company. Gives us a regular update on Sales, Costs, Occupancy and profitability and helps us
compare current position with the budgeted as well as previous year’s figures.

The F & B Controls Department, which forms a part of the Accounts Department, is responsible for
tabulating F & B sales, Food Cost %, Liquor and food consumption. There is a regular control on
consumption by periodic inventories and daily tallying of KOTs with bills.

PERSONNEL

The Personnel Department is basically responsible for the following :

a. All staff related administrative functions such as attendance, leave, etc.

b. All staff welfare activities.

TRAINING

The Training Department is responsible for all staff development activities, helping staff grow in
terms of knowledge, skills and attitudes.

SECURITY

The Security Department is responsible for the safety of guests and guest belongings, employees and hotel
property. The department is responsible for keeping a strict vigil over the entry of visitors and the entry and
exit of any material to and from the hotel premises.

MISCELLANEOUS

Other miscellaneous sections of the hotel include the Beauty Parlour and the Health Club.

9 Pvt. Ltd Manual

 Date Created: 01.04.2015 Date Reviewed:
SPM No.: Department / Area: Approved by:
SHPL/CUSTOMER CS/GENERAL
SERVICE/004
Task:

CUSTOMER SERVICE – NON NEGOTIABLES

Standard Process
Manual

Customer Service has been of prime importance at Sarovar hotels. We will not compromise on any
aspects when it comes to delivering a good customer service. The following non – negotiable have
been identified while handling guests at Sarovar hotels.

a. I will always greet every guest I meet with a warm and friendly ‘Namaste’
b. I will smile and be cheerful when on duty
c. When asked for internal directions, I will always escort the guest
d. My grooming and uniform will be perfect – fresh, neat and clean
e. I will find solutions to guest complaints, even if I am not directly responsible
f. I will always be polite, never argue or use slang and foul language
g. My product knowledge will be excellent, so I can provide maximum information to all our
guests
h. I will be proactive and offer assistance to guests, before they ask for it
i. ‘Please’, ‘Thank you’, ‘Excuse me’, ‘May I’ and ‘I’m Sorry’ are my magic words
j. I will use the Sarovar Standard Phrases in all my guest interactions, in person and on the
phone
k. Guest privacy is of utmost importance to me – I will always respect it

10 Pvt. Ltd Manual

 Date Created: 01.04.2015 Date Reviewed:
SPM No.: Department / Area: Approved by:
SHPL/CUSTOMER CS/GENERAL
SERVICE/005
Task:

SAROV AR GROOMING STAND ARDS

Standard Process
Manual

GENTLEMEN

Hair:

a. Clean. Neatly cut, not extending below the ears.

b. Always well combed.
c. Frequently shampooed.
d. Kept in place, but not oily.

Face:

a. Clean shaven. No stubble of beard or moustache.

b. Moustache well trimmed, above lip level and not drooping.
c. No beards (exception for Sikhs: Must look neat).
d. Teeth clean.

Hands:

a. Regularly washed.
b. No ugly marks or nicotine stains.
c. Nails: Short even length. Clean. Always well trimmed.

Personal hygiene:

a. Bathe daily and use a deodorant under your arms after bath to avoid body odour.
b. Mouthwash often and brush teeth twice a day to avoid bad breath. Visit a dentist
twice a year.
c. Smokers should take care to avoid nicotine stains on teeth and hands as well as
‘tobacco breath’. Chewing paan shows.
d. Avoid the use of cheap perfumes and strong colognes. If any are used at all, they
should not be over-powering musky.
e. Wash your face frequently to appear fresh.
f. Adequate rest at night adds to your good looks.

11 Pvt. Ltd Manual

Clothes:

a. Well-coordinated, conservative colours.

b. Cream / beige shirts with brown trousers.
c. Grey / blue shirts with navy blue or grey trousers.
d. Light coloured shirts with light coloured trousers.
e. Light coloured shirts with dark coloured trousers.
f. But no dark coloured shirts with dark coloured trousers.
g. Properly fitting.
h. Well ironed.
i. No loose ends, threads, open seams or missing buttons at the cuffs or on the shirts.
j. Stitching below trouser pockets needs special attention. No loose piping on trousers.
k. Ties to be of coordinated colours and well knotted.
l. Shirt and jacket pockets must remain empty.

If a uniform is worn it must be:

a. correct
b. well fitting
c. clean
d. worn according to design i.e., buttoned up

Shoes:

a. Colours coordinated with the clothes worn.

b. Conservative styles.
c. Well repaired heels.
d. Always clean and polished. Make it a habit to wipe your shoes each time you go to
freshen up.
e. Laces tied neatly at all times.
f. Socks clean and colour coordinated. Stale socks smell.

Jewellery:

a. Restricted to a ring. No bracelets or necklaces. (Exception: Sikhs allowed kadas).

12 Pvt. Ltd Manual

LADIES

Hair:

Long hair should be left open only if it is above shoulder length. While at work it should be away
from the face.

Hair styles recommended are Hair styles to be avoided are

The French knot Elaborate coiffeurs, knots or coils

The figure of 8 Low loose knots tied at the nape of the neck
A simple bun` Oily hair and plaits

Short hair should be cut in an elegant contemporary style which is manageable and looks neat
throughout duty hours.

Hair styles to suit your face :

a. The perfect oval shaped face can carry off almost any style.
b. A square shape (chin) can do with a little softness around it.
c. A broad forehead can wear a fringe, or soft waves on the sides or on one side.
d. A narrow forehead should stay uncluttered.
e. The real secret is KISS ( Keep It Simple Stupid ).

Face:

a. Eyebrows should be neat and well-shaped. Skin should be well cared for. Facial hair
should be bleached or removed regularly.
b. Make-up should be neat and carefully applied.

Day make-up:

a. Should be light, subtle and carefully applied. Light to medium shades of lipsticks eg,
pinks, peaches and russets should be used.

Eye make-up:

b. A light application of mascara, a light shade of eye shadow or alternately a kohl

application.
c. Dark shades of eye shadows e.g. brown, pink, red should be avoided during the day
time.
d. Dark circles should be covered with under-eye make-up.

13 Sarovar Hotels Pvt. Ltd Standard Process Manual

Blush - on:

Blush - on on the cheek bones and along the neck is a must. It enhances your features.
Medium shades of pink and rust should be used during the day. Darker shades of blush - on e.g.
maroon, should be saved for the night. A soft orange is usually beautiful on an Indian colouring.
Bindies should be small and simple (no designs and not oversized).

Hands:

a. Hands should always be clean and well - manicured. Mehndi designs are out.
b. Arms should be kept hair free, with a regular routine to ensure this.

Nails:

a. Should be well shaped, with a light to medium colour application of nail polish.
b. Extremely long nails enamelled with very bright or dark shades of nail polish should
be avoided.
c. Nail polish should never be chipped. A good rule is to remove nail polish, and repaint
every three days. Of course, nail polish need not be used at all, but nails must be well
filed and clean at all times.

Personal hygiene:

a. Bathe daily and use a deodorant under your arms after bath to avoid body odour.
b. Mouthwash often and brush teeth twice a day to avoid bad breath. Visit a dentist
twice a year.
c. Smokers should take care to avoid nicotine stains on teeth and hands as well as
‘tobacco breath’. Chewing paan shows.
d. Avoid the use of cheap perfumes and strong colognes. If any are used at all, they
should not be over-poweringly musky.
e. Wash your face frequently to appear fresh.
f. Adequate rest at night adds to your good looks.

Clothes:

a. Sarees must be well ironed. If cotton, a little starch does wonders. The fall must be
well stitched on, with no bits hanging apart. Fabrics like kotah -doria and organdy
stay crisp all day, and need almost no extra starch.
b. Blouses should be well styled, and match or contrast appropriately. Be sure the
thread for stitching has not faded and no straps should show.
c. A small sewing kit as part of your hand bag should include a needle, thread, buttons,
straight pins and safety pins.
d. Petticoats should not hang out from below the saree, and then show up to be a
totally different colour.

14 Sarovar Hotels Pvt. Ltd Standard Process Manual

If a uniform is worn it must be:

a. correct
b. well fitting
c. clean
d. worn according to design

Shoes:

a. Low heeled or high heeled shoes or sandals are appropriate with most clothes.
b. Kolhapuri chappals or flat sandals give rather an ungainly walk and could be avoided.
c. Shoes and sandals should be in good condition - footwear in poor condition spoils
the entire image.

Jewellery:

a. Light authentic jewellery eg. a thin gold chain, a light gold bangle, small gold, pearl or
diamond earrings add to style.
b. Artificial or costume jewellery in oxidised silver or plastic should be strictly avoided
at work.
c. Bangles should not jangle.

Accessories:

a. Handbags are often too large for our small Indian bodies.
b. They should be of neutral colours, clean and well maintained, and with all straps
intact.
c. If possible match them with your footwear.

15 Pvt. Ltd Manual

 Date Created: 01.04.2015 Date Reviewed:
SPM No.: Department / Area: Approved by:
SHPL/CUSTOMER CS/GENERAL
SERVICE/006
Task:

SAROV AR TELEPHONE HANDLING ST ANDARDS

Standard Process
Manual

Introduction

a. The telephone is meant for bringing two people together not separating them.

b. People use a telephone when they need help. You call for the same reason.

c. The one question you need to ask yourself when you answer a call is, “Was I of any
help?”

d. To an outsider you represent your hotel and Sarovar Hotels. Long before your guest
has come to visit you, he has received an impression of your organisation through
you, so your telephone handling can either project a good image or a bad image of
your organisation.

e. Remember -- you are not talking to an instrument. You are talking to a person.

The only criterion to judge a good phone call is :

MAXIMUM HELP WITH MINIMUM PHONE TIME

Treat a phone ringing in your area like a person knocking on your door. Attend to it immediately, just
as you don’t keep your guests waiting indefinitely outside your door.

At different times we all play three roles on the phone :

1. CALLER -- He who makes the call...........….........................................A

2. CALLEE -- For who the call is..............…..........................................B

3. RECEIVER -- He who answers the call (picks up the phone).…...........C

We have responsibilities under each role. The most responsible role is, perhaps, that of the receiver,
because once you have picked up the phone -- no one but you can possibly help the caller.

16 Pvt. Ltd Manual

A phone transaction initiated by you answering the call is doomed or saved only by your telephone
attitude. So the next time you pick up the phone, give it the best you have.

DO NOT LIFT THE RECEIVER OF A PHONE

WITHOUT A PEN AND PAPER HANDY.

Standard Phrases
1. When the phone rings

a) External call at Operator Good Morning / Afternoon / Evening,

(hotel name), How may I help you ?

b) At any internal extension Good Morning / Afternoon / Evening

Or Internal call at Operator (department / area),
(your name) speaking,
How may I help you?

2. When you don’t hear anything from the Repeat the above salutation twice
other end after your announcement. and disconnect

3. When the line is faint or distorted Repeat the above salutation twice
and disconnect.

Do not say Hello, Hello as the party may only hear your hello and not know if he
has got through to your hotel.

4. When the caller re-clarifies, “Is it That is right, Sir

Sarovar Hotels ?” How may I help you?

Do not put the caller on hold after picking up the call. It conveys lack of caring in the first
30 seconds and leaves a bad taste.

6. If two calls come together Good Morning, (hotel name),

kindly hold on.

Attend to the other call. Good Morning, (hotel name),

kindly hold on.

Revert to the first call Sorry to keep you holding / waiting,

How may I help you ?
OR
Thank you for holding / waiting,
How may I help you?

17 Pvt. Ltd Manual

Similarly revert to the second call

7. When the call is for you Good Morning,

(your name) speaking,
how may I help you ?

Don’t ask “Who’s speaking?”

8. When the call is for a callee AND HE IS PRESENT

a) If he is right next to you Kindly speak here, Sir OR Please

speak here, Sir, [No wait is implied]

b) If he is in the next cabin/room or at Kindly hold on Ma’am. [8-10

the far end of the room seconds wait is implied]

We often we ask “Who’s speaking” and don’t give the caller’s name to the callee.
So the callee has to ask again. This is a waste of phone-time.

c) If you are not aware of his exact Kindly hold on, Sir. Let me locate
location BUT you know he is him for you. [This prepares the
definitely present caller for a wait of up to 20-30
seconds]

9. When you are connecting calls:

To a secretary Connecting you to Mr. XYZ’s

office.

To the departmental extension Connecting you to (Department).

10. When the extension is busy I am sorry the extension is busy, Sir,
would you like to hold on ?

If the callee has an alternate extension. Kindly hold on, Sir.

If he accepts your offer and waits Switch to music.

Kindly hold on, Sir.

18 Sarovar Hotels Pvt. Ltd Standard Process Manual

 After 20 seconds Sorry to have kept you waiting.
The line is still busy.

Would you like to hold on, Sir?

If he chooses to continue to wait. Switch to music.

Revert every 20 seconds, two Kindly hold on, Sir

more times OR
Would you like to hold on, Sir?
The extension is still busy.

If you get the line free after a Thank you for waiting, Sir.
long wait Connecting you now, Sir.

Inform receiver of a long waiting caller

11. He is present but in conversation with He is with a client, Sir /

a customer and cannot be disturbed. He is attending to another phone call
Do not use the word ‘BUSY’. It conveys I am His assistant OR colleague OR
that the callee does not have time for supervisor (give name)
the caller. speaking, May I help you, Sir ?

OR

If you do not know when the meeting He is in a meeting which will get
will get over, it is your duty to call up over in minutes. I am his
and inform. assistant, _ speaking, May I
help you, Sir ?

If you know he will not take more than Would you like to hold on. Sir,
a minute or two minutes (maximum) He will be here in a minute or two.

12. If you have to ask for the name of the Certainly Sir. Who shall I say is
callee because your boss needs to know calling for him please ?

“May I speak to Mr Marfatia please?” REMEMBER -- never reply to a

question with another question. So,
saying ‘Certainly Sir’ is important as
it answers the caller’s question.

19 Sarovar Hotels Pvt. Ltd Standard Process Manual

 When callers give incomplete names May I have your last name, Sir?
For e.g. “This is Suresh”

It is incorrect to attach a Mr, Mrs, etc.

to first names. So Mr. William is
incorrect, Mr. D’souza is correct.

When you receive the surname Yes Mr. Khanna, please speak here.
please attach a Mr. / Mrs. to it.
When in doubt use Ms. for ladies.

13. When the call is for the callee and he is Clarify if absent is :

ABSENT. Do not just say “He’s not in”

as it could imply many things. A) not in the office

B) not in the city

C) not in the country

D) if he is on leave and for what

Period

a) If he is not at his desk, but is in I’m sorry, Sir, Mr. XYZ is not at his
the office premises and the desk. Would you like to speak to
callee’s assistant is present Ms. ABC, his assistant ?

b) If you hold a responsible post, I’m sorry, Sir, Mr. XYZ is not in
you can try the office, I am ABC (state your
designation), his colleague. May I help you
Sir ?

c) If your offer of help is declined do not let it bother you, as you know that the caller wants
to speak only to the callee. Make this possible by collecting at least two things from the
caller -- his name and his phone number.

Repeat numbers after the caller Very well, Sir if you leave your name
carefully. Ask for more than one and number, I will ask Ms. Willis to
number. If they are long distance call you back when she returns.
numbers clarify the country code,

20 Sarovar Hotels Pvt. Ltd Standard Process Manual

 city code area code. Also check
when is the best time to call.

d) If names are difficult Kindly spell your name for me, Sir,

If you cannot pronounce it Kindly guide me on the

pronunciation, Sir, I don’t want to
get it wrong

e) Check sounds such as P/B, T/D, Is it P for Pune or B for Bombay,

S/F, N/M, K/G by asking etc.

f) If he leaves a common surname May I have your first name, Sir ?

g) If he leaves his first name May I have your last name, Sir ?

h) Now that you have his name and COMBINE REPETITION AND
number ASSURANCE -- Very well, Mr
ABC, I will ask Mr. XYZ to call you
on 23886112 as soon as he returns.

i) If the callee does not return in 2hours Kindly revert to the caller and advise
status- I’m sorry, Sir, Mr. has
not yet returned and you had called
for him at hrs. Can someone
else help you ?
OR
As soon as he returns he will get your name
and number.

j) How to leave a message regarding 24.11.96

the caller’s name and number 1030 hrs.

Dear Mr. XYZ,

Mr. ABC called re: a banquet

booking. PCB at 3886112
upto 1900 Hrs. and at 6122534 after
1900 Hrs.

Regards
PQR.

21 Sarovar Hotels Pvt. Ltd Standard Process Manual

14. IF THERE IS NO RESPONSE FROM AN IMPORTANT CUSTOMER CONTACT AREA FOR OVER
FIVE MINUTES INFORM A SENIOR PERSON IN YOUR COMPANY.

15. ATTEND TO TRANSFERRING CALLS URGENTLY AS PEOPLE ARE USUALLY MADE TO WAIT
INTERMINABLY AND GET EASILY ANNOYED.

16. USE THE LANGUAGE THAT THE CALLER COMMUNICATES IN, IF POSSIBLE. IF YOU ARE NOT
FAMILIAR WITH THE LANGUAGE USED, TAKE THE HELP OF A COLLEAGUE.

AT THE END DO NOT DISCONNECT UNLESS

THE CALLER DISCONNECTS. REMEMBER,

YOU DID NOT START THIS CALL, YOU

CANNOT DISCONNECT IT.

PHRASES TO AVOID INSTEAD TRY

1. One sec, Just a minute Kindly hold on, Sir

2. Ya Yes Sir / That’s right, Sir

3. Sure, OK, Fine Yes Sir, Certainly Sir, Very

Well Sir, Right Away Sir

4. What ? What ? I beg your pardon, Sir

5. Who ? Kindly repeat your name, Sir

6. Hello Good Morning. May I help you ?

7. Why don’t you contact them directly ? Let me check for you, Sir. OR Let
OR I have no idea me find out for you, Sir.

8. Why don’t you call later ? If you leave your name and number,
I will ask Mr XYZ to call you back.

22 Sarovar Hotels Pvt. Ltd Standard Process Manual

9. Who’s speaking ? OR Who’s that ? Who am I speaking with ? OR Who
should I say is calling, Sir ?

10. Your good name please ? May I have your name, please ?

11. He is not in his seat He is not in the office, Sir. May I

help you ?

12. Note -- You don’t have to shout if you I cannot hear you, Sir. Kindly speak
don’t hear clearly up please

LASTLY -- KEEP YOUR CALM AND KEEP YOUR CHARM

ON THE PHONE LAST IMPRESSIONS ARE LASTING IMPRESSIONS

23 Pvt. Ltd Manual

 Date Created: 01.04.2015 Date Reviewed:
SPM No.: Department / Area: Approved by:
SHPL/CUSTOMER CS/GENERAL
SERVICE/007
Task:

Standard Process CUSTOMER HANDLING SITUATIONS – PREFERRED PHR ASES

Manual

SITUATION RESPONSE

1. Greeting a guest Namaste Sir / Ma’am

Hands must be folded, held close to the body, below the chin.

2. Wishing as per the time of the day

From 0000 hrs. to 1200 hrs. Good Morning Sir/Ma'am

From 1200 hrs to 1600 hrs. Good Afternoon Sir/Ma'am

From 1600 hrs. to 0000 hrs. Good Evening Sir/Ma'am

Preferably end sentences with the customer's name.

if you don't know the name then address by using sir or ma'am.

3. When there is more than Good Morning ladies.

one woman

4. When there is more than Good Morning gentlemen.

one man

5. When there is more than Good Morning ladies & gentlemen.

one man/woman (plural)

(Always greet ladies before you greet men)

6. When you want to know May I know your name please?

the guest name

DO NOT ASK FOR "GOOD NAME" AS SUCH AN EXPRESSION DOES NOT EXIST IN THE
ENGLISH LANGUAGE. ALSO, DO NOT ASK "WHAT'S YOUR NAME, SIR". IT SOUNDS RUDE.

When you use names, use "Mr / Mrs / Ms" with the last name and not with their first name.
So Suresh Sharma is not Mr. Suresh but Mr. Sharma

24 Pvt. Ltd Manual

7. When you have to ask a Please be seated, Sir
customer to sit down OR
Kindly be seated Ma'am
OR
Would you like to be seated
here, Sir while I call Mr. _
to meet you ?

DO NOT SAY "HAVE A SEAT" OR "TAKE A SEAT"

8. When you are attending to one Please give me a couple of minutes Sir /
customer and another customer I will be with you as soon as I finish
interrupts you. attending to this lady, Sir.

(Give him something to read or offer tea/coffee etc.)

9. When your colleague is attending to Excuse me Sir.

a customer and you have to interrupt
them to speak to your colleague.

Excuse yourself with the customer and not with your colleague.

10. When you have to clarify Kindly spell your name for me, Sir
any names which are long
and unfamiliar.

11. When you find names Please guide me on the pronunciation

difficult to pronounce. Sir.

12. When you have to agree That is right Sir / That is correct, Sir
with the customer.

DO NOT SAY `YA' OR JUST `YES'

13. When you have to carry Very well Ma'am

out an instruction OR
Certainly Ma'am
OR
Definitely Sir

`O.K.', `SURE', `FINE' ARE CASUAL AND ARE BEST AVOIDED.

25 Pvt. Ltd Manual

14. When in doubt check it out Let me check for you Sir.
OR
Let me re-confirm for you Sir.

DO NOT USE WORDS LIKE "ABOUT 3:00 P.M.", AROUND ......... "APPROXIMATELY" OR "I
THINK IT IS ..........".

DO NOT SAY "I'M NEW" BECAUSE TO THE CUSTOMER IT DOES NOT MATTER, HE NEEDS
RESULTS.

15. When you want something May I request you to fill up

done by the customer this form Sir
OR
Kindly fill this form up.

DO NOT SAY "WHY DON'T YOU FILL UP THIS FORM”.

16. When some transaction will take time This will take me 20 minutes,
and a wait is necessary Sir, May I request you to wait
or would you like to return in
20 minutes, Sir.

DO NOT MERELY STATE THAT "IT WILL TAKE TIME" WITHOUT QUANTIFYING TIME. DO
NOT ALSO SAY "PLEASE WAIT".

17. When a customer asks you I'm sorry Sir, our last newspaper
for something you have has just been taken. Would you
run short of eg. newspaper like a (name a substitute if
possible). As soon as I locate
one, I'll give it to you Sir
(if possible only).

DO NOT PROMISE WHAT YOU CAN NOT DELIVER. IT IS BETTER TO UNDER PROMISE AND
OVER DELIVER.

PHRASES OF ASSURANCE

18. When you have to re-assure a. Leave it to us Sir, we will

customers take care of it.
b. We will do the needful, Sir
c. I assure you ma'am that
your instructions will be
conveyed.

26 Sarovar Hotels Pvt. Ltd Standard Process Manual

 USE "WE" MORE THAN "I" BECAUSE IT CONVEYS A SENSE OF TEAM WORK.

19. When you have to refer a. I'm sorry Sir, I am not

the matter to your Senior authorised to take this
as you cannot allow a decision, allow me to call my
certain request supervisor who will be able
to help you.

b. I'm sorry Sir - I am not in

a position to accommodate
your request - Allow me to
call my Manager who can
help you Sir.

Please ensure that your supervisor/manager is briefed thoroughly about conversation you have
had with the customer before you get your supervisor to meet the customer.

20. PHRASES OF REGRET a. I am sorry for the inconvenience.

SAYING SORRY MEANS TAKING b. The inconvenience is sincerely regretted
ON THE RESPONSIBILITY FOR c. My apologies for the inconvenience Sir
THE PERCEIVED FAULT, EVEN d. The error is sincerely regretted Ma’am
IF THE FAULT IS OF SOME e. My unconditional apologies for the
OTHER DEPARTMENT. THIS IS inconvenience caused.
THE "SYMPATHY" RESPONSE. f. I'm sorry Sir, it should not have happened
g. Kindly accept our sincere apologies for
the inconvenience Sir.

21. Phrases to use when a. I understand how you feel

"regret" is not accepted about it Sir.
and customer continues to b. You have every right to be
convey feelings of upset Sir.
annoyance, anger, etc. c. I agree that anyone would be
upset in your place Sir.
d. Nobody likes to be made to
wait Sir.
e. I would be upset in your
place too Sir.
f. I fully agree with you Sir.

22. When apology is accepted Thank you for understanding, Sir.

27 Sarovar Hotels Pvt. Ltd Standard Process Manual

23. Phrase of `Action' a. I will call my supervisor Sir, she will be
able to help you.
b. I will inform the (concerned) department
who will rectify this Sir.
c. Every step will be taken to
prevent this from happening again.
d. Our operations team has been
informed Sir and your request/
complaint will be rectified Sir.

24. When action is taken Mr. ABC, I am happy to inform

and you have an opportunity you that your problem has been rectified.
to communicate with the customer.
Mr. ABC, we would like to thank you
for having borne this inconvenience with
patience. My manager informs me that we
have taken care of the problem sir.

Mr. ABC, we have processed

your request Sir,

Thank you for your valued feedback, it has

helped us change the system which will
benefit several other customers.

28 Pvt. Ltd Manual

 Date Created: 01.04.2015 Date Reviewed:
SPM No.: Department / Area: Approved by:
SHPL/HR/REC/008 HUMAN
RESOURCES/RECRUITMENT
Task:

Standard Process PERSONNEL REQUISITION

Manual

Staff recruitment is an essential and crucial decision which affects the budget significantly. Thus, one
must be very careful at the time of recruitment. A requisition must be put in for all manpower needs
of the department. Based on this requisition, careful thought will be put in. The following process
must be followed while placing a requisition:

1. The department head shall:

a) Complete the personnel requisition form with all the required details of an unfilled position
b) Relate the form to the approved recruitment planning procedure
c) Send the form to the General Manager .

2. Following a staff resignation:

a) Any replacement within the approved sanction strength shall be processed immediately
b) Any promotion shall get the signed approval from the Directors/ GM.

3. The HR Department shall check all details and decide whether the requisition is feasible and in
line with the budgeted sanctioned strength.

4. The GM shall approve all Personnel requisitions before entering the next stage.

5. The documents required are as follows :

a) Personnel Requisition form

b) Promotion / Transfer form
(Annexure I)

Important:
1. All recruitments must have a prior sanction from the HR and the General Manager of the
Hotel.

Standard:

1. All recruitments will be supported by an authorized personnel requisition.

29 Pvt. Ltd Manual

 Date Created: 01.04.2015 Date Reviewed:
SPM No.: Department / Area: Approved by:
SHPL/HR/REC/009 HUMAN
RESOURCES/RECRUITMENT
Task:

Standard Process RECRUITMENT / SELECTION / PLACEMENT

Manual

After having realized that there exists a vacancy for any position, the Human Resources Manager
contacts the dept. head to check if this position should be filled in from within the department,
otherwise outside recruitment agencies are contacted to fill in the appropriate position.

1. If the recruitment agencies are not in a position to send us proper candidates, then an
advertisement is released for the said position.
2. Applications are short-listed and candidates are called for interviews, thereby selecting the
respective incumbents after observing a Three-tier system. i.e. An application form is filled
by the candidate.
a) The candidate is first seen by the HR Manager from the viewpoint of the personal
interview, and then the Department Head checks him/her from the technical point,
which is then followed by the General Manager.
(Annexure II)
3. After the selection of the candidate, he/she is sent for a pre-employment medical test. After
the medical tests, the candidate is then sent for the physical examination to Medical Officer.
(Annexure III)
4. After clearing the medical, the incumbent joins the organization on a Monday. Training.
Manager puts him through 2 days of induction. On the third day, the incumbent joins the
respective department in a shift as decided by his department head.
5. The personnel department checks the incumbent's antecedents from his past employers by
sending a post-employment inquiry with a self-addressed envelope.
6. The incumbent is also required to submit the following documents:
a) Past Employers Certificate.
b) Educational Qualification Certificate.
c) Two photographs.
d) The incumbent is also checked on his references submitted.
7. The residential address submitted by him is also checked to see if the incumbent is really
staying there.
8. The appointment letter is prepared for and given to the incumbent only after his Personal
File is complete.

Important:
1. All recruitment will be done as per guidelines of selection process.

Standard:
1. All formalities for recruitment must be established.
2. No recruitment will be done without a prior sanction and approval.

30 Pvt. Ltd Manual

 Date Created: 01.04.2015 Date Reviewed:
SPM No.: Department / Area: Approved by:
SHPL/HR/REC/010 HUMAN
RESOURCES/RECRUITMENT
Task:

Standard Process CALL LETTER FORMAT

Manual

General format for Call letter for all level employees

Date _

No: CO/PERS/21/14-15

Ms. / Mr. (surname)

Address

Dear Ms. / Mr.

With reference to yo ur application dated for the post of

you are requested to please come for an interview on
at hours.

Please bring along with your original testimonials.

For Sarovar Hotels

Human Resources Manager

31 Pvt. Ltd Manual

 Date Created: 01.04.2015 Date Reviewed:
SPM No.: Department / Area: Approved by:
SHPL/HR/REC/011 HUMAN
RESOURCES/RECRUITMENT
Task:

Standard Process INTERVIEW ASSESSMENT FORM AT

Manual

General format for Interview assessment for all level employees

The below format will be used during interview for assessment of staff and executives.

INTERVIEW ASSESSMENT FORM

Date :

Name

Position COMMENTS
Applied
0 1 2 3
CRITE
RIA
APPEARANC E Sloppy Good Very Good Excellent
CONTACTS Inhibited, shy Good contact, Easy, spont- Lot of personality,
ready to cooperate aneous contact, warmth,
self-assured and communicative, very
cordial. cooperative

TECHNICAL Insufficient for Average - some Has necessary Thorough knowledge of

KNOWLEDGE the job. gaps knowledge. principles, techniques
and methods.
RELEVANT
PROFESSIONAL Fresher Up to 1 years 2 -5 years 5 years
EXPERIENCE

MANAGEMENT Not apparent, Could take charge o f Aptitude for Definite ability to
ABILITY would tend to a small group, management, organize, lead,
require orders would need orders autonomy motivate, guide.
for important changes

MOTIVATION Not apparent, Limited to the job Desire to Very keen to get on,
tendency held develop outside be respected; ready
towards routine the job held but to change fields if
in the same field necessary; dynamic
and ambitious
STABILITY Frequent Some changes Some planned Changes with
changes with no beyond the changes with promotions and large
valid motive candidate’s control. salary increase. salary increase
SUB TOTAL S
TOTAL

32 Pvt. Ltd Manual

Comments

To be hired  Yes  No

Name of the interviewer:

Employee #: _

Approved by _

Team:

Signature _

33 Pvt. Ltd Manual

 Date Created: 01.04.2015 Date Reviewed:
SPM No.: Department / Area: Approved by:
SHPL/HR/REC/012 HUMAN RESOURCES/
RECRUITMENT
Task:

Standard Process OFFER LETTER FORMAT

Manual

General format for offer letter for all level employees

Date

Ms. / Mr.
Address

Dear Ms. / Mr.

This has reference to your application for the position of , and the subsequent
interviews you had with us. We are pleased to offer you the post of a in our
Organization.

The terms and conditions remain the same as those discussed with you at the time of interview.

Your letter of appointment will be issued to you on the day of your reporting for duty.

Please return the duplicate copy of this letter duly signed as a token of your acceptance of the
offer, indicating your probable date of joining our Organization.

Yours faithfully,

For _

Human Resources Manager

34 Pvt. Ltd Manual

 Date Created: 01.04.2015 Date Reviewed:
SPM No.: Department / Area: Approved by:
SHPL/HR/REC/013 HUMAN RESOURCES/
RECRUITMENT
Task:

Standard Process FORMATS OF APPOINTMENT LETTERS

Manual

1. Appointment letter for a Trainee on a company letter head.

=================================================================

Date
Ms. / Mr.
Address

Dear Ms. / Mr.

With reference to your application dated and subsequent interview we are pleased to
engage you as trainee with effect from on the following terms & conditions:

2. You will work as a trainee in for the period of

from and at the end of the Training period; your Traineeship will
automatically terminate without further notice unless extended further.

3. Your training is liable to be terminated at any time, without any notice and without assigning any
reason.

4. You will be given a stipend of Rs. (Rupees ) per month

during the period of your training and no other allowance shall be payable to you during this period.

5. During your training, you will be responsible to your concerned Department Head of
, and you will be required to carry out all such duties as may be assigned to
you by him/her from time to time as part of your training. You may be imparted training in
or in any other related, connected or associated hotel or unit in or outside
Udaipur, as the Organization deem proper.

6. Your engagement as Trainee will be subject to your medical fitness certified by the Doctor of the
Organization.

7. Undergoing training shall not entitle you to claim employment with the Organization, however the
Management in its sole discretion may consider offering you employment if there is a suitable
vacancy.

8. If the above terms and conditions are acceptable to you, please sign and return the duplicate copy of
this letter, in token of your acceptance, and report to the on
at A.M./P.M.

Yours faithfully,

General Manager/Human Resources Manager

35 Pvt. Ltd Manual

I have fully understood the terms and conditions of the above letter. I accept all the terms and
conditions as mentioned herein.

Date Signature of Trainee

The above terms and conditions have been explained to me in Hindi/regional language also and I have
understood the contents thereof. I accept all the above terms and conditions.

Date Signature of Trainee

ORIGINAL IN PERSONAL FILE

Cc:
1.
2.
3.
4.

36 Pvt. Ltd Manual

 9. Appointment letter for executives & staffs on company letter head
================================================================
Ref :

Dated :

<Name>
<Address>

Dear Mr. XXX

In accordance with Hotel operations agreement between Sarovar Hotels Pvt Ltd and M/s XYZ and on behalf of
M/s XYZ , we are pleased to inform you that you have been appointed as ---------------------------r in our
organization w.e.f. 01.08.2009 on the following terms and conditions :

1. You will be paid a gross salary of Rs.--------------/- per month.

2. The break up of the salary is as follows:-

Basic pay - Rs.--------- (Minimum Wage , as indicated in the Shops & Est. Act)
DA - Rs------------. ( )
HRA - Rs. ------------------------
Conveyance- Rs. ------------------------
Education Allowance- Rs. ---------------------
Total - Rs. 00.00 (Rupees ------------- Only)
P.F. is payable on a maximum of Rs.6, 500/- of basic salary only @12%, as per prevalent PF laws in
India.
3. You will be on probation for a period of six months from the date of your appointment. After
successful completion of probation your services would be confirmed. Till such time, you are
communicated in writing you shall continue to remain on probation. The probationary period can
further be extended by another 3 months. On expiry of the probationary period, based on your
performance, your services will be confirmed in writing at the sole discretion of the management.
4. During the probationary period your services may be terminated without notice and without
assigning any reason. During this period in case you wish to leave services of the company, one
month’s notice or salary in lieu will apply. However, during the training and probationary period, the
management may terminate your services by giving a day’s notice.
5. On confirmation, in case your services are terminated, you will be served with one month’s notice or
given one month’s salary in lieu of notice. A similar notice or pay in lieu of notice will have to be given
by you in case you wish to leave the services of th e company.
6. You will be entitled to all statutory and other benefits in accordance with the provisions of law and
the rules and regulations of the company applicable to employees of your cadre from time to time.
7. You will be required to perform duties as per the job description laid down by the management.
Further the management reserves the right to change your designation or duty at its sole discretion.
You shall also be required to carry out all other duties and responsibilities which are incidental to and
connected with your primary duties to the satisfaction of your superiors.

37 Sarovar Hotels Pvt. Ltd Standard Process Manual

 8. Your services will be liable to be transferred anywhere in India or abroad to any of the Company’s
Operations belonging to Sarovar Hotels and Resorts Pvt. Ltd. or any other corporate body belonging
to the same group of companies whether in existence or not at the time of your appointment. Upon
transfer you will be under the administrative control of the organization to which you are transferred
and the service conditions at that organization will be applicable to you.
9. During your employment with the company, you shall devote yourself exclusively to the business and
affairs of the company and shall not engage in any other employment, trade, part -time job or private
work without prior written permission.
10. You will be responsible for proper care, use and return of the company’s property which might be
entrusted to you from time to time. You shall also be required to account for the same and
compensate to the extent of financial loss suffered by the company.
11. You shall maintain absolute secrecy with regard s to the company’s business operations during the
course of your employment in the company and thereafter.
12. The company attaches considerable importance to high level of physical fitness, personal grooming
and appearance. You will also be required to undergo medical examination from time to time as and
when directed by the management.
13. Your employment will be subject to verification of your credentials, certificates and proof of age. This
offer is made to you on the understanding that the facts furnished regarding yo ur age, qualifications,
experience etc are true and c orrect, in case it is found in future that you had given wrong information
or you had tried to hide certain facts from the company your services will be liable for immediate
termination.
14. You will retire from the services of the company on attaining the age of 58 years.
15. This offer of appointment will be subject to your being found medically fit by the medical officer of
the company. The company retains the right to send you for Medical Tests at any time to ensure your
medical fitness. Should the medical tests identify that you are medically unfit to continue your duties,
then the compa ny’s decision to terminate your services is final.
16. As an employee you will be subject to all company’s rules and regulations in force from time to time
and in accordance with the statutory provisions related thereof to employees in your cadre.
17. If in the opinion of the management you are negligent or inefficient in the performance of your duties
or found unreliable or of un sober habits or immoral in conduct or should you wilfully disobey orders
or be guilty of any misconduct, as mentioned in the service conditions and the instructions contained
in the House rules, then the management after giving an opportunity to explain and clear yourself
may terminate your employment without any notice or payment or compensation in lieu of notice.
18. Your acceptance of the above mentioned terms and conditions may be indicated by signing the
duplicate copy of this letter retaining the original for yourself.

We welcome you to the organization and look forward to a long and fruitful association with us.

We hope you will at all times work in the best interests of the company and make effective contribution for
the growth of the organization and for your own career advancement.

Yours sincerely

For Sarovar Hotels

38 Sarovar Hotels Pvt. Ltd Standard Process Manual

Acceptance by employee
=======================

I agree to and accept the terms & conditions set out in this letter of appointment and I have also gone through
and understood the service rules explained to me in Hindi my regional language applicable to the employees of
the and I agree to abide by the same.

Date: Thanking you,

Place:

Signature of employee

39 Sarovar Hotels Pvt. Ltd Standard Process Manual

 10. Appointment letter for HODs on company letter head
================================================================
Ref :

Dated :

<Name>
<Address>

Dear Mr. XXX

In accordance with Hotel operations agreement between Sarovar Hotels Pvt Ltd and M/s XYZ and on behalf of
M/s XYZ , we are pleased to inform you that you have been appointed as ---------------------------r in our
organization based at w.e.f. _ on the following terms and conditions:-

1. You will be paid a gross salary of Rs.---------------/- per month. The break up of the salary is as follows:-
1 Basic 00.00

2 HRA 00.00

3 City Compensatory 00.00

4 Medical Allowance 00.00

5 Education Allowance 00.00

6 Conveyance Allowance 00.00

Total Gross Salary per Month 00.00

Rupees -----------------------------

P.F. is payable on a maximum of Rs.6, 500/- of basic salary only @12%, as per prevalent PF laws in
India.

2. You will initially be on probation for a period of six months from the date of your appointment. The
management, however, reserves the right to terminate your services without assigning any reason
whatsoever during the probationary period. In case you wish to leave services of your own, during
your probationary period or on its completion, the clause of serving notice of one month or salary in
lieu will apply. However, during the probationary period, the management may terminate your
services by giving a day’s notice. After expiry of your probationary period, based on your
performance, your services will be confirmed in writing at the sole discretion of the management
3. On confirmation, in case your services are terminated, you will be served with two months notice or
given two month’s salary in lieu of notice. In case you wish to leave the services of the company you
will have to give a working notice period of two months. Earned leaves or other accumulated dues will
not be allowed to be adjusted against shortfall in notice period.
4. You will be entitled to all statutory and other benefits in accordance with the provisions of law and
the rules and regulations of the company applicable to employees of your cadre from time to time.
5. You will be required to perform duties as per the job description laid down by the management.
Further the management reserves the right to change your designation or duty at its sole discretion.
You shall also be required to carry out all other duties and responsibilities which are incidental to and
connected with your primary duties to the satisfaction of your superiors.

40 Sarovar Hotels Pvt. Ltd Standard Process Manual

6. Your services will be liable to be transferred anywhere in India or abroad to any of the Company’s
Operations belonging to Sarovar Hotels Pvt. Ltd. or any other corporate body belonging to the same
group of companies whether in existence or not at the time of your appointment. Upon transfer you
will be under the administrative control of the organization to which you are transferred and the
service conditions at that organization will be applicable to you.
7. During your employment with the company, you shall devote yourself exclusively to the business and
affairs of the company and shall not engage in any other employment, trade, part -time job or private
work without prior written permission.
8. You will be responsible for proper care, use and return of the company’s property which might be
entrusted to you from time to time. You shall also be required to account for the same and
compensate to the extent of financial loss suffered by the company.
9. You shall maintain absolute secrecy with regards to the company’s business operations during the
course of your employment in the company and thereafter.
10. The company attaches considerable importance to high level of physical fitness, personal grooming
and appearance. You will also be required to undergo medical examination from time to time as and
when directed by the management.
11. Your employment will be subject to verification of your credentials, certificates and proof of age. This
offer is made to you on the understanding that the facts furnished regarding your age, qualifications,
experience etc are true and correct, in case it is found in future that you had given wrong information
or you had tried to hide certain facts from the company your services will be liable for immediate
termination.
12. You will retire from the services of the company on attaining the age of 58 years.
13. This offer of appointment will be subject to your being found medically fit by the medical officer of
the company. The company retains the right to send you for Medical Tests at any time to ensure your
medical fitness. Should the medical tests prove that you are medically unfit to continue your duties,
then the compa ny’s decision to terminate your services is final.
14. As an employee you will be subject to all company’s rules and regulations in force from time to time
and in accordance with the statutory provisions related thereof to employees in your cadre.
15. If in the opinion of the management you are negligent or inefficient in the performance of your duties
or found unreliable or of un sober habits or immoral in conduct or should you willfully disobey orders
or be guilty of any misconduct, as mentioned in the service conditions and the instructions contained
in the House rules, then the management after giving an opportunity to explain and clear yourself
may terminate your employment without any notice or pay ment or compensation in lieu of notice.
16. Your acceptance of the above mentioned terms and conditions may be indicated by signing the
duplicate copy of this letter retaining the original for yourself.

41 Sarovar Hotels Pvt. Ltd Standard Process Manual

We welcome you to the organization and look forward to a long and fruitful association with us.

We hope you will at all times work in the best interests of the company and make effective contribution for
the growth of the organization and for your own career advancement.

Yours sincerely

General Manager Acceptance by HOD

==================

I agree to and accept the terms & conditions set out in this letter of appointment and I have also gone through
and understood the service rules explained to me in Hindi my regional language applicable to the employees of
the and I agree to abide by the same.

Date: Thanking you,

Place:

Employee’s signature

42 Pvt. Ltd Manual

 Date Created: 01.04.2015 Date Reviewed:
SPM No.: Department / Area: Approved by:
SHPL/HR/REC/014 HUMAN RESOURCES/
RECRUITMENT
Task:

Standard Process JOINING REPORT

Manual

1. A new employee will join the organization from a mutually decided date. Generally this day will
be a Monday.
2. An Employee will contact the HR department on his date of joining.
3. His employment with the organization starts with a Joining report
(Annexure IV)
4. This joining report will be a record with HR in regards to the employees joining date.

Important:
1. Joining report is important written document which gives the details of a candidate’s date
of joining.

Standard:
1. No employee will join the organization without a joining report submitted to HR
department.

43 Pvt. Ltd Manual

 Date Created: 01.04.2015 Date Reviewed:
SPM No.: Department / Area: Approved by:
SHPL/HR/REC/015 HUMAN RESOURCES/
RECRUITMENT
Task:

Standard Process REFERENCE CHECKS

Manual

1. Reference check will be an irreplaceable part of a recruitment process.

2. An effective reference check can prevent joining of a wrong employee.
3. Reference checks may be done verbally or through written correspondence. Minimum 2
reference checks will be conducted.
4. Reference check must be done ideally before getting the candidate on board. In unavoidable
circumstances, It must be completed maximum within 15 days of the joining of employee.
5. A format of reference check will be used.
(Annexure V)

44 Pvt. Ltd Manual

 Date Created: 01.04.2015 Date Reviewed:
SPM No.: Department / Area: Approved by:
SHPL/HR/OPS/016 HUMAN
RESOURCES/OPERATIONS
Task:

Standard Process PERSONNEL FILE STATUS

Manual

1. It is mandatory to maintain personnel files for all employees.

2. These files are kept confidential and preferably under lock and key.
3. Relevant and confidential documents are kept in this file pertaining to the employee.
4. The Personnel Manager must ensure that this file is complete and updated at any given time.
5. A list of documents is maintained on the cover page of this personnel file.
(Annexure VI)

Important:
1. The personnel file must be complete and updated at any given time.

Standard:
1. The personnel department must maintain individual personnel files for all employees.

45 Pvt. Ltd Manual

 Date Created: 01.04.2015 Date Reviewed:
SPM No.: Department / Area: Approved by:
SHPL/HR/OPS/017 HUMAN RESOURCES/
OPERATIONS
Task:

Standard Process PROBATION CONFIRM ATION

Manual

In general cases all employees are taken on probation for 6 months. On successful completion of
probation period and a formal appraisal by the HOD, the employee is confirmed for employment.

1. The HR Department shall inform every Department on a monthly basis regarding:

a) The name of the employee who is up for confirmation within the month
b) The due date of the employee who is up for confirmation within the month

2. One month prior to the completion date of probation, HR Department shall send the
performance appraisal form to the Department Head concerned.

3. The Department Head and/or Supervisor of the employee shall proceed to review the
employee’s performance objectively and constructively, with the employee her/himself.

4. The form shall be signed by the employee co ncerned, the immediate supervisor and the second
immediate supervisor of the employee.

5. Ten days prior to the completion date of probation, the Department Head concerned shall
return the completed form to HR Department for processing.

Important:
1. All probation confirmation must be done as soon as the employee finishes his probation
period.

Standard:
1. Probation confirmation will be done through a systematic appraisal process.
2. Employees must be aware of this process.

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Task:

Standard Process EMPLOYMENT SEPARATION

Manual

An employee may terminate his services of Sarovar hotel only after submitting a formal resignation.
Once the resignation of an employee is received, counseling and reason for resignation is enquired.
Alternatively services of an employee may also be terminated in case of underperformance or on
grounds of misconduct.

Resignation

1. When an employee resigns an exit interview will be conducted by the General Manager, Head of
the department and HR Manager to find out the reason why that person is leaving the job.
2. If the reason is rectifiable steps must be taken to retain the employee if his performance and
conduct have been to the expectations of the management.
3. In the case of a confirmed employee resigning on her/his own accord, she/he shall submit, 30
days in advance, a written notice with the acknowledgement of the Department Head. An email
will not be considered as a resignation. The same must be signed by the employee.
4. The Department Head shall pass the letter of resignation to the HR Department within 24 hours.
5. HR Department shall process the necessary documents within 3 days.

Disciplinary action for misconduct

1. Misconducts are defined and procedure for taking disciplinary action is laid down in the Service
Rules (Service Rules Book is available with Personnel Department) of the respective units, which
is being strictly followed, in all disciplinary matters.
2. Dismissal for any misconduct will be done after careful consideration of the company standing
orders.
3. All separation of employment shall be processed through the exit interview, which contains the
termination checklist for the proposal of the final settlement.

Important:
1. Proper clearance process must be followed in case of an employment separation. This will
prevent any labour related dispute later.

Standard:
1. All separation of employment will be processed through an exit interview.

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RESOURCES/OPERATIONS
Task:

Standard Process EMPLOYEE COUNSELING

Manual

1. The HR Manager who is also an Industrial Psychologist normally listens to the employee's
problems faced by them either at their work place or even outside the work place.

2. The HR Manager after listening to the concerned employee guides him to take correct
measures or advises the employee to encounter the problem in a very positive manner.

3. For any reason the solution to a problem needs a senior members intervention, the same
must be communicated.

Important:
1. The HR Manager will be responsible for staff counselling.

Standard:
1. A report of all counselling by the HR Manager is maintained by him.

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RESOURCES/OPERATIONS
Task:

Standard Process ACCEPT ANCE OF RESIGNATION

Manual

1. On willingness of separation an employee submits a resignation to the department head.

2. A copy of the resignation is immediately handed over to the HR department.
3. Counseling session is conducted if the employee must be retained.
4. Post all formalities, once the resignation is accepted, the employee must be intimated
formally in regards to the status of his communication.
(Annexure VII)

Important:
1. An employee must be aware of the status of his resignation.

Standard:
1. All resignations, once accepted will be intimated to respective employees.

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SHPL/HR/OPS/021 HUMAN RESOURCES/
OPERATIONS
Task:

Standard Process HANDOVER POLICY

Manual

1. In the event of an employee separating from the Organization, he / she will not be relieved nor
final clearance done until a proper handover has been given to the person taking his / her
position.

2. The handover will be a complete one in the handover form, and the person taking the handover
will ensure he / she signs only on physical verification of reports / formats / inventory in the
original format, etc.
(Annexure VIII)

3. This handover will be done in the presence of a representative assigned from the HR
department, the inventory cell, and the accounts department. Discrepancies will need to be
immediately sorted out, and a written explanation given by the employee separating.

4. Only on the handover being satisfactorily completed will the separated employee be relieved
/given final clearance.

Important:
1. All handover will be done in written. Verbal handover will not be entertained.

Standard:
1. No employee will be relieved unless the handover process is complete.

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SHPL/HR/OPS/022 HUMAN
RESOURCES/OPERATIONS
Task:

Standard Process FINAL CLE AR ANCE

Manual

An employee who is being relieved from his duties will be given a final clearance after he completes
all necessary formalities as mentioned below;

a. Submits a resignation letter.

b. Resignation letter is accepted.
c. Completes the Exit Interview formality (Ref: Annexure 8).
(Annexure IX)

d. Completes the ‘No dues’ certificate (Ref: Annexure 9)

(Annexure X)

e. The Final clearance is compiled(Ref Annexure 10)

(Annexure XI)

Only on the handover being satisfactorily completed will the separated employee be relieved /given
final clearance.

Important:

1. All handover will be done in written. Verbal handover will not be entertained.
2. No Dues certificate must be complete

Standard:

1. No employee will be relieved unless the Final Clearance formality is complete.

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SHPL/HR/OPS/023 HUMAN
RESOURCES/OPERTATIONS
Task:

Standard Process BUDGETING PROCESS

Manual

Every year, in the month of February, an operational budget forecasting expenditure to be incurred
on the Salary, Wages, Payroll taxes and Employee relations is made.

The proposed budget is prepared on the following terms:

1. Housekeeping, Front Office and Security are clubbed under Rooms Division.
2. Kitchen, Kitchen stewarding, F&B Service, Restaurant cashier and Controls are clubbed
under F&B.
3. Telephone, Business Centre, Swimming pool, Heat, Light and Power are taken as separate
headings.
4. Accounts, General Manager's Secretary, HR Department, Systems, Stores and Purchase are
clubbed under the Administration and General.
5. Repairs and Maintenance is taken under a separate heading which also includes the
Engineering Department.
6. The salaries of the above mentioned departments after clubbing them, are considered for
the required projection, taking into consideration the percentage of value i.e. 8% increment
for the staff and 15% increment for the Executives.
7. The salary for the months of January, May. August and October are inflated by a day to
incorporate paid holidays.
8. Similarly, the salaries for the month of October are inflated by 3500/ - for each employee
being Ex- Gratia payable for Diwali.
9. The salary of the months April and October are also inflated by incorporating increments of
15% for the Executives and 8% for the Staff.
10. The projections are made taking into consideration the Provident Fund which is taken on
25% of the total salary, i.e 13% which includes 12% + 0.5% of the basic pay and 0.1% Admin
charges.
11. ESIC of 4.75 %on the total salary is taken into consideration as the Employer's contribution.
12. Appropriate amounts of 2000/- on contribution towards vouchers are also taken into
consideration.
13. For the Medical purposes, one-month basic salary is taken for the calculation purposes for
Executives.
14. LTA for Executives is calculated grade wise and then accounted for.
15. Employee meals, in-house Veg costing Rs. 20.00/- per employee which is considered for 25
days.
Important:
1. The HR / Personnel Manager will be responsible for all HR related budget.
2. All factors will be taken into account while budgeting.

Standard:
1. Once the HR budget is finalised, it must be followed and adhered to.
2. Any deviation in the budget must be duly authorised.

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RESOURCES/OPERATIONS
Task:

Standard Process CASU AL ST AFF P AYMENT

Manual

1. Casual employees shall sign in/out their attendance on the weekly time sheet.
2. Employees shall complete the regular shift. However, casual employees required for functions
shall complete a minimum of eight working hours per function.
3. Casual employees shall sign and acknowledge the receipt of the pay at the end of each function.
4. Any request for additional manpower concerning any such functions shall be planned one week
in advance for the staff’s acknowledgement and subject to the approval of the General
Manager.
5. Any staff who may want to work on a casual basis shall obtain the approval from her/his
immediate superior prior to any further actio n.
6. Payment will be made after checking the actual number of staff and requisition received.

Important:
1. Casual staff will make a note of their attendance.

Standard:
1. Payment will be made after checking the actual number of staff and requisition received.

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SHPL/HR/OPS/025 HUMAN
RESOURCES/OPERATIONS
Task:

Standard Process CONTRACTU AL ST AFF POLICY

Manual

Contractual labour may be used by Sarovar hotels for specialised jobs. However, this labour will be
budgeted in advance.

1. Whenever the hotel employs contract labour, for jobs like painting, cleaning of window panes
etc. the contractor is only allowed to employ his employees in our premises after signing an
agreement on a Rupees twenty Non- Judicial stamp paper and thereby notarising the same,
from the notary.

2. This agreement will contain clauses such as the contractor taking full responsibility of his
employees for bearing financial burden of any untoward incident which takes place with any of
his employees engaged in our premises while on duty. He also further undertake that till the
time of EISC and PF code nos. are allotted to him by the respective departments, he shall be
making regular compliance under the respective Enactment’s under suspense a/c in respect of
each and every employee engaged in our premises.

3. He also assures to produce and submit the receipted copies of challans and periodical returns in
respect of his employees engaged in our premises.

Important:

1. Contractual staffing will be sought only from registered labour supplying agency which
abides by all local and central labour laws.

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SHPL/HR/OPS/026 HUMAN
RESOURCES/OPERATIONS
Task:

Standard Process DISCIPLINARY ACTION

Manual

1. If an employee commits a minor misconduct and if it is for the first time, then a counsel form is
filled in by the Department head with the Personnel Manager as the witness. (See annexure-13
for format)
2. If an employee commits a mis-conduct again, then a warning letter is issued stating the facts of
the situation.
3. If an employee commits mis-conduct of a very grave nature, then the employee is normally
suspended from work pending inquiry.
4. The decision of the inquiry officer is final and binding to the employee concerned.
5. Misconducts are defined and procedure for taking disciplinary actions is laid down in the Service
Rules (Service Rules Book is available with Personnel Department) of the respective units, which
is being strictly followed, in all disciplinary matters.
6. Dismissal for any misconduct will be done after careful consideration of the company standing
orders.
7. All separation of employment shall be processed through the exit interview, which contains the
termination checklist for the proposal of the final settlement.

Important:
1. The HR / Personnel Manager will be responsible for all disciplinary actions.

Standard:
1. A report of all disciplinary actions will be maintained in the employees personnel file for
reference.

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SHPL/HR/OPS/027 HUMAN
RESOURCES/OPERATIONS
Task:

Standard Process EMPLOYEE APPR AISALS

Manual

Appraisals forms a part of Sarovar Performance Management System. Appraisals are done annually
for the Staff and Executives .
(Annexure XII)
(Annexure XIII)
(Annexure XIV)

1. The Performance Appraisal is done for the following purposes:

a) Confirmation of services.
b) Promotion.
c) Special Increments.
d) Review Performance.

2. The appraisal form must be filled for all employees/trainees after every six months, which is
generally one month prior to the increment due date for the staff cadre and by 1 st March for the
Executives. It is then returned to the HR Manager.

The Appraisal Interview:

1. The appraisal interview is a department tool. An appraisal’s outcome may call for an increment.
However, it is not mandatory. The objective of the Appraisal is to review performance and
productivity.
2. During the Annual Performance Review, the Department Head should conduct an appraisal
interview with the concerned employee.
3. The interview should focus on the employee's performance during the past year in order to
judge the achievement the employee has achieved.
4. There are suggestions, which are given for improving the employee's productivity.
5. The GM conducts the appraisal interviews for departmental heads. The Head of the department
shall conduct the appraisal interview for all Executives & Staff.
6. The signature of the concerned employee must be obtained on the performance appraisal forms
after the assessor has discussed the appraisal with the employee.

Important:

1. All employees must be aware of the appraisal system.

2. Appraisal must be free of bias to bring out optimum results.

Standard:

1. No promotion, increments or awards will be given without a backing of a filled appraisal

form.

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SHPL/HR/OPS/028 HUMAN
RESOURCES/OPERATIONS
Task:

Standard Process EXTRA DUTY PROCEDURE

Manual

1. All staff working extra hours at Sarovar Hotels may be compensated with extra off.

2. Staff will only work beyond duty hours on requirement by the HOD o r immediate supervisor.

3. Staff will fill an Extra duty slip (Ref Annexure 14) for future records and adjustment.
(Annexure XV)

Important:
1. Only employees who are authorized to work beyond duty hours will fill Extra Duty slip.

Standard:
1. Extra Duty Slip must be authorized by the Department head.

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SHPL/HR/OPS/029 HUMAN
RESOURCES/OPERATIONS
Task:

Standard Process INVESTIGATIONS BY HR

Manual

1. In order to create good relations between the Management Team and employees and to
prevent any controversy that may occur from any loss, damage and/or theft, the following
policy shall be accurately followed and provide everybody with an objective investigation.

2. Where any guest, organization or staff belonging is reported missing, the security supervisor in
consultation with the GM / Manager on Duty shall immediately investigate the staff concerned
and report to the hierarchy.

3. However, it is the right of the staff co ncerned to request that her/his superior or a
representative from the Human Resources department be present during the investigation.

4. If a Police Officer is required to investigate the incident, it shall be first approved by the General
Manager before any further action is taken.

5. The security Officer shall submit the investigation report and/or the conclusion to the
Department Head concerned and to Human Resources Department for any eventual
disciplinary action.

6. Where an employee may not have respected the rules and regulations of the Organization, the
concerned Department Head shall investigate their staff, then report to the GM for any
eventual disciplinary action.

Important:

1. All Investigations carried out must be fair and done by a neutral person.

Standard:

1. Disciplinary action will be based on investigation report.

2. Since the Investigation report will be a base for future action, it must have all possible
details to take right decision.

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RESOURCES/OPERATIONS
Task:

Standard Process ISSUING OF PAYSLIP

Manual

1. All permanent employees of Sarovar hotel will be issued a correct pay slip as per guidelines from
local law.
2. These pay slips may be generated through the payroll system.
3. The pay slips can be mailed to the respective employees in pdf format or may be given in a
physical manner.
(Annexure XVI)

Important:
1. Only employees who are permanent will be issued a correct pay slip.

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SHPL/HR/OPS/031 HUMAN
RESOURCES/OPERATIONS
Task:

Standard Process LEAVE APPLIC ATION PROCEDURE

Manual

Follow this procedure meticulously while availing of leave.

1. Excepting emergencies, please inform RDs/ ED/ MD in advance. Prior approval is necessary.

2. You may approach ED, or in cases where it is more practical (Mumbai etc.) MD.

3. Please fill up and send a leave application form while asking for leave. When returned, please
submit to Personnel as for any other employee.

4. Outstation leave can only be availed of on PL, in principle.

5. The words ‘COMPENSATORY OFF’ do not feature in the vocabulary at our levels. If work allows a
day off within 10 days of working a Public holiday /Sunday, take time off. If not, forget about it.
The rule applies to all executives.

6. Both the ED and MD’s office need to be informed of your leaving station, prior to your going.

(Annexure XVII)

Important:

1. All major leaves will be planned in the beginning of the year for proper staff management.

Standard:

1. Staff will apply leave on the standard leave application form.

2. No leave will be sanctioned verbally.

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LEAVE PROCEDURE FOR GM AND CORPOR ATE OFFICE

Standard Process SENIOR STAFF
Manual

1. Except in emergencies, RDs/ ED/ MD must be informed in advance. Prior approval is

necessary.

2. Either ED or MD may be approached for leave depending on location of operation.

3. A leave application form must be duly filled while asking for leave. When returned, submit
the same to the Personnel department as for any other employee.

4. Outstation leave can only be availed of on PL, in principle.

5. The words ‘COMPENSATORY OFF’ do not feature in the vocabulary at Senior levels. If work
allows a day off within 10 days of working a Public holiday /Sunday, one may take time off.
If not, such leave cannot be carried forward. The rule applies to all executives.

6. Both ED and MD’s office must be informed of your leave prior to you heading for leave.

GM’s PRIVELEGED (LONG) LEAVE

(ALL LEAVE OF ABSENCE FROM HOTEL OF 3 DAYS OR MORE)

1. All requests for leave to be addressed to the immediate senior colleague only. i.e. to one of
AD / RD / EVP.

2. There need not be copies marked to ED / MD.

3. All approvals to be marked to the GM. With a CC. marked to RD / EVP.

4. An email must be sent from the GM 2 – 5 days prior to proceeding on leave, addressed to
the MD, CC marked to the ED, EVP, RD, AD, indicating that he will be on leave from x date to
y date, both dates inclusive. Adding that the leave has been approved by Mr. _(
Name of authority).

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OPERATIONS
Task:

Standard Process MAINTEN ANCE OF STATUTORY REQUIREMENTS

Manual

All Sarovar hotels will maintain statutory compliance and keep all related files and records.

The general statutory requirement for the personnel department is as follows;

Maintenance of Statutory Requirements

(a) Provident Fund:

(i) Nomination Forms
(ii) Contribution Ledger
(iii) Monthly Return File
(iv) Annual Return File
(v) General Correspondence file
(b) ESI
(i) Declaration Form
(ii) Contribution Register
(iii) Half Yearly return file
(c) Bonus:
(i) Bonus Register
(ii) Annual Returns file
(d) Gratuity:
(i) Nomination Form
(ii) Claim Record

Important:

1. Statutory compliance is binding by law and non-maintenance can lead to penalties and
even imprisonment.

Standard:

1. All Sarovar hotels will comply with all statutory and legal requirements as prescribed by
local and central bodies.

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OPERATIONS
Task:

Standard Process MONTHLY MIS REPORT

Manual

1. At the end of each month, a HR department monthly report is prepared which is sent to the
General Manager and one copy is kept with the HR Manager.
2. The monthly report consists of the total staffing of each department & an addition & deletion list
of that particular month.
3. A comparison is done with the actual department sanctioned staff strength and the present staff
strength variable differences are shown.
4. The covering page consists of the various events such as addition and deletion in the family of
the employees, accidents, games conducted, Hotel garden hoarding wordings etc.

HR - MIS

S. NO Particulars
Statutory Compliances
1 Contribution to The State Labour Welfare Fund Act
2 Minimum Wages Act
3 Payment of Wages Act
4 Contract Labour (R&A) Act
5 Shops & Commercial Establishments Act
6 Maintenance of Registers under Shops Act
7 The National & Festival Holidays Act
8 Payment of Bonus Act
9 Bonus register
10 Apprenticeship Act
11 Returns of Apprentices submitted to concerned office
12 ESI Act 1948
13 ESI payments on time
14 ESI inspection report
15 ESI accident register
16 Workmen Compensation Act (if ESI not applicable)
17 Employment Exchanges (Compulsory notification of vacancies)

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18 Employees Provident Fund Act
19 PF Inspection report
20 PF payments on time
21 PF-Subscriber's annual statement of accounts -2010-2011
22 PF withdrawals and transfers
23 Employment Exchange Act -
24 Maternity Benefit Act
25 Hunar Se Rozgar
26 Gratuity Act
27 Industrial Employment Standing Orders-Certification
28 Creation of team as per Prevention of Sexual Harassment Act
29 Equal Remuneration Act
30 Disputes pending under ID Act
31 Charter of Demands - updates
32 Display of statutory notices on staff notice board
32 Liaison with PF/ESI/Labour authorities
33 Formation of Unions under Trade Unions Act

Personal Files

1 Bio data
2 Interview record form
3 Selection Process
4 Offer letter and its acceptance
5 Joining Report
6 Appointment letter and its acceptance, Language and contents
7 Certificates - 10th, 12th, Graduation, Diploma, etc
8 Relieving letter from last employer and previous employers
9 Salary slip from last employer
10 Experience certificates
11 PF declaration/nomination form (Form 2) photocopy
12 Gratuity nomination form
13 Copy of ESI card
14 Uniform issuing forms
15 Photographs
16 Reference check record
17 Confirmation letters - issued and present in personal file
18 Increment letters - its acceptance

64 Sarovar Hotels Pvt. Ltd Standard Process Manual

19 Appraisal forms filled by Appraiser and Reviewer
20 Copy of appreciation letters, if any
21 Disciplinary or warning letters, if any
22 Copy of medical reports
23 Full & Final settlement of employees happening

Employee Related

1 Inoculation of Food Handlers

2 Name Tags
3 Uniforms - policy & its execution
4 Leave Policy
5 Employment Category-Permanent, Temporary, Contract
6 Locker/s - Policy and its management
7 Executive and Staff rooms - usage / policy
8 MOD policy
9 Policy on initiation of Disciplinary action
10 Employment of ladies at Night - Approval from appropriate government agency
11 Night drop facilities for Ladies - Safety and Security
12 Policy on extra hours of work
13 Employee Handbook
14 Cafeteria Notice Board
15 Cafeteria Committee
16 Cafeteria meal feedback
17 Employee Related Activities
18 Salary slip
19 Contract employees - PF & ESI
20 Salary Components as defined by Sarovar
21 KRA's for HOD's / Create your own KRA
22 KRA's for Staff, Supervisor, Executive / Create your own KRA
25 Competency Mapping
26 Skills Inventory
27 Meal Deduction
28 Job Description
29 SOP's
30 HR Manual
31 Exit Interview
32 Hi Potential Identification

65 Sarovar Hotels Pvt. Ltd Standard Process Manual

33 Career Planning
34 Succession Planning
35 Hiring of Industrial trainees - Correspondence etc.
36 Mediclaim Policy for Non ESI Staff
37 Personal Accident Insurance Policy
38 Staff Accommodation
39 Executive Accommodation
40 HOD Accommodation
41 Employee Satisfaction Surveys
42 Stay interviews
43 Approved Staffing
44 Use of social networking sites for recruitment
45 Empowering the disabled - Social responsibility
46 Mentoring/Buddy Trainers for new joinees
47 Police verification for new employees
48 Psychological Testing
49 Assessment Centre
50 Skill based training

Important:

1. HR department must maintain all the records up to date as it is subject to scrutiny

anytime.
2. Statutory files, confidential reports and personnel files must be kept under lock and key.

Standard:

1. All files will be neatly arranged chronologically.

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OPERATIONS
Task:

Standard Process NAME T AGS / I.D. CARDS

Manual

1. In order to allow easy and fast recognition, the organization must provide the personnel with
personal identification in order to increase the quality of communication between the staff and
the guest and to personalize the staff’s contribution to guest satisfaction.

2. Consequently, it is required that all staff, both guest contact and non-guest contact,
management and non-management, must wear a standard name tag or ID card in an
appropriate, highly visible location in an upper left hand position on the employee’s uniform or
clothing. Failure to wear the nametag / ID card will be considered as an incomplete uniform,
and HR will deal with the same at their discretion.

3. The issuing and control of nametags and/or ID cards is the responsibility of the Human
Resources Department.
(Annexure XVIII)

4. Executives and Department Heads are to ensure that their staff wears the correct nametag or
ID card at all times while on duty.

5. When an employee has her/his contract terminated, their nametag and/or ID card must be
surrendered to the Human Resources department.

6. Employees shall notify the Human Resources department immediately regarding the loss or
damage of nametags and ID cards.

7. A replacement fee of Rs.100/- for a nametag or ID card shall be charged to the employee
concerned in the event of it being lost.

8. The ID card will contain the photograph of the employee, computer ticket number, designation,
name of the employer unit, date of issue, date of expiry and permanent address.

9. Entries in respect of identity cards are to be made in Identity Register.

Important:
1. All staff will wear an authorised name tag / ID card.

Standard:
1. Staff ID / tags will be issued to all staff on joining the organization.

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Standard Process NON GUEST VISITORS

Manual

1. Whenever a person visits a staff member during the duty hours on a personal basis thus not
related to the business of the organization, she/he shall wait at the service entrance until the
staff member concerned is informed of the visit.
2. A visitor pass (Ref: SHPL/SEC/049) will be made for all such visitors.
3. If the visitor is a client or customer, i.e., of the Sales Department, the guest shall wait at the
lobby area until the staff member concerned is advised of the visit. The client / customer shall
be politely seated by a Front Office staff mem ber.
4. Any supplier shall proceed as usual to either the service entrance or the Purchasing
Department. However, entry must be made for purpose of visit.
5. It is not authorized to let outsiders wait in sensitive areas where confidential documents are
accessible, i.e., the Executive Offices.

Important:
1. All visitors will be refrained to visit areas like kitchen, plant rooms and lockers.

Standard:
1. All visitors will be allowed inside the hotel premises after allotting visitor pass only.

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Task:

Standard Process OFFICIAL CORRESPONDENCE

Manual

1. Official correspondence will be all correspondence that relates to the business. These
correspondences will be done by official emails allotted to all concerned. Official email
addresses will not be used for any personal purpose or vice versa. All official
correspondences will be stored for future references.

2. All outgoing correspondence from the GM may carry the Organization logo.

3. All outgoing correspondence from Head of the Departments may carry the Organization logo
but shall be systematically submitted to the GM for approval.

4. All downwards staff are not allowed to use the Organization logo for any correspondence
purpose whatsoever and shall not be recognized officially by the Organization in any
business dealing, except for sales related correspondence which shall be co-signed by the
Marketing / PR Manager with a copy to GM

5. All sales contracts and price quotations shall not be valid unless the official correspondence
is issued to the Financial Controller for filing.

6. For any proposals sent by email as an attachment will be converted to pdf. This will
ensure that the communications are not tampered or modified.

Important:

1. No employee will be allowed to use an official email for personal communication.

2. All official correspondence will carry official logo of the organization.(After approval)

Standard:
1. All related correspondence must be put under respective trailing mails.
2. Official correspondence must be drafted in grammatically correct English. Must be
approved unless authorised.

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SHPL/HR/OPS/038 HUMAN
RESOURCES/OPERATIONS
Task:

Standard Process ROUNDS OF HOTEL BY HR M AN AGER

Manual

1. The HR Manager is in charge of well-being of staff in a hotel.

2. The HR Manager will take rounds in a hotel at regular intervals to prevent any untoward incident
that may occur.
3. The HR Manager visits various public as well as guest areas to see that there is smooth
functioning in all departments. He also takes rounds at the back of the house to ensure that
everything is in control.
4. Any unauthorized matter found by him is immediately reported and is strictly dealt with.

Standard:
1. A report of all rounds by the HR Manager is maintained by him.

Important:
1. The HR Manager will take rounds in a hotel at regular intervals without fail.

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SHPL/HR/OPS/039 HUMAN
RESOURCES/OPERATIONS
Task:

Standard Process STAFF LE AVE POLICY

Manual

1. List of Holidays for the year is declared through Office Orders.

2. The Organization provides 3 National Holidays on Republic Days, Independence Day, and
Gandhi Jayanti.

3. In addition to these 7 festival holidays are provided to the employees belonging to different
religions.

4. 21 days earned leave is provided under the service rules to every employee in a year as per
provisions of Shops & Commercial Establishments Act based on the formula: 1 leave earned for
12 Working days (including weekly offs). 7 casual leaves are also provided.

5. Leave Record is maintained and monthly leaves record sheets are processed on the System.

6. Monthly leave balance is maintained by the personnel department for all employees.
(Annexure XIX)
7. Leave is sanctioned on the prescribed proforma.

8. Any amendment on the leave card must be struck off in ink. No correction fluid to be used. In
case of amendments, HRM must ask for a letter from the immediate supervisor and the same
must be attached to the leave card.

9. Accumulation of Leave/Leave Encashment: Every employee can accumulate leave up to 45

days.

10. Employees cannot adjust pending leave against the notice period.

Important:

1. Only employees who are on full time employment are entitled to leaves as per the above
policy.
Standard:

1. All leaves will be sanctioned by the respective HODs. Unsanctioned leaves will be
considered as leave without pay and will lead to disciplinary action.

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SHPL/HR/OPS/040 HUMAN
RESOURCES/OPERATIONS
Task:

Standard Process STAFF S AL ARY P AYMENT

Manual

1. For salary preparation of staff attendance will be considered from 1 st to last day of the month.

2. Salary will be prepared by the HR Department on or before 3 rd day of every succeeding month
and will be handed over to Finance department.

3. Salary of staff will be disbursed on or before 7 th of every succeeding month by bank transfer/
cheque or cash as the cash may be.

4. In case there is any attendance missing because of technical problem or unavoidable

circumstance, it must be authorized by respective HOD preferably before calculation of
attendance.

5. The staff salaries must be paid through bank accounts. Cash distribution against salaries must
be at minimum.

6. Salary of left staff or staff who remains absent for a long period will be kept on HOLD by the
Finance department after receiving a formal information from HR department in this regard.

Important:

1. Cash distribution against salaries must be at minimum.

Standard:

1. Staff salary must be distributed to all staff latest by the 7 th of every month for the
previous month.

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SHPL/HR/OPS/041 HUMAN
RESOURCES/OPERATIONS
Task:

Standard Process STAFF UNIFORM

Manual

1. All employees are required to wear hotel uniforms.

2. They must request the Human Resources department for the authorization form allowing the
issue of the appropriate uniform articles or equipment.

3. Upon receiving the authorization form, the Housekeeping Department Head shall provide the
staff member concerned with a uniform as specified in the employee’s authorization form.

4. The employee shall take good care of the uniform issued to her/him. If any loss, alteration or
damage of the uniform occurs, the cost shall be charged to the staff member and accordingly
deducted from her/his salary.

5. The uniform shall be worn at all times while the employee is on duty and must not be worn
while off duty or off the premises.

6. At the end of duty, the uniform shall be kept in the staff locker, or given to the laundry.

7. It is the responsibility of the employee to keep the uniform tidy and clean while wearing it.

8. All uniforms will be issued according to the policy set up, i.e. daily or every second days
changing, etc.

9. Disciplinary action shall be taken against any employee who abuses the policy.

Important:

1. HR and the department HOD is responsible to ensure that all staff is in uniform while on
duty.

Standard:

1. All employees are required to wear hotel uniforms.

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SHPL/HR/OPS/042 HUMAN
RESOURCES/OPERATIONS
Task:

Standard Process KITCHEN STEW ARDING STAFF

Manual

This system involves human life. It is to be treated w ith due seriousness.

SHOES TO BE WORN AT ALL TIMES.

The industry has experienced recent deaths due to electrocution of KS staff working without
footwear in wet conditions. We would want to prevent such an incident taking place.

Please ensure:

1. All KS staff are explained the importance of wearing footwear. In writing. In a language they
can read. Signed copies saying they understand the importance, and the risks involved, to
be obtained and kept in personal files.

EVERY INDIVIDUAL. NO EXCEPTION.

2. A sign in the Kitchen saying ‘FOOTWEAR OBLIGATORY FOR ALL STAFF AT ALL TIMES’.
The sign must be displayed prominently.

3. Hotels / Units must provide footwear at hotel / unit cost. This is to be done by the Hotel /
Unit / Contractor. KS staff on contract MUST always be with shoes. Ankle high. Preferably
duck back or similar.

4. Kitchen / KS / F & B Supervisors / Managers to physically check and ensure the system are
followed at all times.

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SPM No.: Department / Area: Approved by:
SHPL/HR/OPS/043 HUMAN
RESOURCES/OPERATIONS
Task:

Standard Process TIME RECORDING

Manual

All employees working with Sarovar Hotels will sign in and sign out before entering and exiting the
hotel premises for work

1. Security is not permitted to swipe in / out timecards more than 30 minutes before or after the
shift until the concerned employee has not been authorized to do so.

2. In addition to swiping the timecard, employees shall sign in / out their attendance on the
monthly time sheet in the department registers.

3. All records of staff attendance and time sheets are to be appropriately filed by the Human
Resources department.

4. In case of authorized leaving early / arriving late / or out of hotel work it must be intimated to
HR department, through proper channel.

5. The time-keeping office shall be manned by the contracted security guard company.

6. All employees shall enter and leave the premises via the staff entrance where the time-keeping
office is to be located.

7. All employees and their bags, if any, will be checked by security, while leaving the premises.

Important
1. All staff will sign in and sign out before entering and exiting the hotel premises for
work

Standard:
1. All Sarovar hotels will maintain an automated attendance system along with manual
registers.

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SHPL/HR/OPS/044 HUMAN
RESOURCES/OPERATIONS
Task:

Standard Process ATTEND ANCE AND PUNCTU ALITY

Manual

1. All the employees are expected to report at the work place before the scheduled time. Anybody
getting delayed should inform the Reporting Manager about their cause of delay, approximate
time by which he/she will reach and the telephone number at which he/she can be contacted in
the interim period.

2. Employees of Corporate Office have to inform HOD/HR department before moving out of Office
/ work place. In case of unplanned outdoor visit the employees have to inform HR department
and the immediate reporting manager so that the whereabouts of the employee can be known.

3. Anyone planning to take leave should get prior approval from the reporting manager in advance,
to avoid inconvenience due to unplanned absence from work. The leave should be duly
approved on E-mail.

4. Absence for a continuous period of eight days without prior approval from the respective
manager (Including overstay of leave), can lead to the services being terminated without notice
or explanation.

Standard:
1. All employees must reach their place of work at least half an hour before the shift starts.

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SPM No.: Department / Area: Approved by:
SHPL/HR/OPS/045 HUMAN
RESOURCES/OPERATIONS
Task:

CONFIDENTI AL AND PROPRIETARY INFORM ATION

Standard Process
Manual

1. Sarovar Hotels or its unit hotel considers its confidential and proprietary information, including
the confidential and proprietary information of our guests, to be one of its most valuable assets.
2. Employees must not disclose to any third party all confidential and proprietary information
belonging to Sarovar Hotels, its unit hotels or its guests. Such protected information includes,
but is not limited to, the following:

a) Matters of a technical nature, such as computer software, product sources, product

research and designs;
b) and matters of a business nature, such as guest lists, guest contact information,
associate information, on-site program and support materials, candidate and recruit
lists and information, personnel information, placement information, pricing lists,
training programs, contracts, sales reports, sales, financial and marketing data,
systems, forms, methods, procedures, and analyses, and any other proprietary
information, whether communicated orally or in documentary, computerized or
other tangible form, concerning Sarovar Hotels, its unit hotels or its guest’s
operations and business.

3. Employees should ensure that any materials containing confidential or proprietary information
are filed and/or locked up before leaving their work areas each day. During the workday,
employees should not leave any sensitive information lying above or unguarded.

4. If the employees have any questions about this policy, consult your supervisor or manager or
Human Resource Department.

Standard:

1. All employees must protect its proprietary information.

2. Confidential manuals and data will be protected and kept under lock and key.

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SPM No.: Department / Area: Approved by:
SHPL/HR/OPS/046 HUMAN RESOURCES/
OPERATIONS
Task:

Standard Process LOCAL TR AVEL AND CONVEYANCE POLICY

Manual

Policy guidelines and uniform business standard in the matters related to official travel will be as
follows.

Types of Travel:
Local Travel (within the radius of 60 km from the place of work)
Outstation Travel (Beyond the radius of 60 km)

Eligibility:
All the employee of Sarovar hotels or its unit hotels are eligible to avail the benefit under this policy
for travel on official work after due authorization from their respective Function Heads.

Entitlements:
Grade Mode of Local Travel
General Managers and above Own Car / Taxi / Auto / Company Car
HODS Own Car/ Taxi /Auto / Two Wheeler / Company Car
Asst. Managers Two Wheeler / Auto/ Bus / Local Train or Metro*
Supervisors / Staff Two Wheeler / Bus/ Local TRAIN

Rates (Rs.) km (For using own vehicle)

Mode Amount (Rs.km)
Car 8.00
2-Wheeler 3.00
Public Transport On actual
Company Car Must be logged in the book

Guidelines:
1. Local travel expenses should be submitted in the prescribed format to Accounts on monthly
basis (expense claim dates as defined by Accounts), duly approved by the function head and
HR Department.
2. After due verification accounts will make the payment for the same.
3. For purpose of claiming local travel expenses reimbursement, distance travel form residence
to work place and back should be excluded.
4. Employees should claim reimbursement, only for the mode of transport actually used.
Claiming reimbursement for the mode of transport not used by the employee will be treated
as misconduct.

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Standard:

1. All reimbursements in regards to travel will be done as per policy.

2. Sanction of local travel by the functional head is must.

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SHPL/HR/OPS/047 HUMAN
RESOURCES/OPERATIONS
Task:

MOBILE PHONE REIMBURSEMENT POLICY

Standard Process
Manual

Eligibility:
All the HODS at Corporate office, Unit General Managers , unit level HODs are entitled to avail the
benefits under this policy depending upon the need for official purpose.

Policy & Procedure:

1. All mobile SIMs allotted by Sarovar or its unit hotels to individual employees, for official use,
will remain the property of Sarovar Hotels or its unit hotels.

2. The maintenance, repairs of the personal mobile handsets will be the responsibility of the
concerned employee and the costs for the same will be borne by the employee. However,
the employees will not change the service provider and the mobile number unless
transferred or deputed out of the city.

3. The employee will ensure that his mobile connectivity is on with the same number till the
time he is employed with the company.

4. In case of loss of the SIM, the employee shall immediately inform GM / Manager HR /
Personnel Manager in writing or via e-mail and arrange for its replacement.

5. In case of non-connectivity of the mobile for any reason whatsoever, G.M / Manager HR /
Personnel Manager and his departmental/Unit head will be informed within 30 minutes.

6. The concerned employees will have a defined credit limit for reimbursement of their mobile
bills (Please speak to HR for the limit). The credit limit of the individual may be changed /
revised by the management. Rentals for activation of services like whats app, facebook ,
caller tune, etc do not constitute a part of the official reimbursement. Employees must
refrain from such services on the official number.

7. Bill amount in excess of the credit limit will be recovered from the concerned employee by
way of deduction from their respective salary incase the bill is paid by the company. The
same will be intimated to the employees individually.

8. New joinees and promotee to the Managerial cadre, who are entitled for reimbursement,
will inform their mobile numbers to GM HR/Manger HR/ Personnel Manager and
departmental head, on the day of joining/promotion.

Standard:

1. All reimbursements in regards to mobile bills will be done as per policy.

2. SIM card once allotted will be the responsibility of the employee.

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SPM No.: Department / Area: Approved by:
SHPL/HR/OPS/048 HUMAN
RESOURCES/OPERATIONS
Task:

Standard Process NETWORK AND ELECTRONIC RESOURCES POLICY

Manual

Network and Electronic Resources, such as computers, other hardware, software, e-mail, landline
and cellular telephones, fax machines and internet access, are tools that hotel. They provide its
employees assistance in their work. These Network and Electronic Resources and related access
systems are proprietary Company property and subject to review or access by the management at
any time.
All employees who use the hotel Network and Electronic Resources must follow the guidelines
below:

a) Use Network and Electronic Resources for Company business purposes only
b) Messages and communications sent via hotel / corporate office Network and Electronic
Resources are subject to penalty and access, by persons outside the company and may
be used in legal proceedings. Please consider this before sending any confidential
messages or material via the Network and Electronic and Electronic Resources.
c) E-mail is not a substitute for face-to-face communication. If you have a conflict with
someone or need to discuss an important issue, it should be handled in person or over
the telephone if a meeting is not possible.
d) Remember that all of Sarovar policies, including but not limited to policies on Equal
Employment Opportunity, Harassment, Confidentiality, Personal Conduct and Rules of
Conduct, apply to the use of hotel’s / corporate office’s Network and Electronic
Resources.
e) Employees must not review or forward sexually explicit, profane or otherwise
unprofessional or unlawful material through the company Network and Electronic
Resources.
f) Passwords protecting the use of company Network and Electronic Resources are
company’s property and will be assigned to employees as needed. Employees may not
change passwords without the consent of the Human Resource Department.
Employees must notify the Human Resource Department of all passwords and
encryption keys assigned to or used by them, and must notify the Human Resource
Department of any changes to such passwords or encryption keys.
g) Do not install any software or program on any Company computer or other hardware
without the express consent of your supervisor or manager or the IT Department.
h) Social Networking sites and Porn sites are strictly prohibited.
i) Sarovar Hotels expressly prohibits the unauthorized use, installation, copying or
distribution of copyrighted, trademarked or patented material.
j) Employees must not attempt to override or evade any program or measure installed by
the company to protect the security or limit the use of its Network and Electronic
Resources.

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Sarovar Hotels or its unit hotel retains the right to review all communications conducted and data
saved, reviewed or accessed via its Network and Electronic Resources, including Company
computers, e-mail and internet access or use any Company password, e-mail or internet access
other than their own.
Inappropriate use of Network and Electronic Resources may result in discipline, up to and including
discharge. Employees should be careful to safeguard their passwords, log off their terminals when
not in use and not permit others to access Company systems.

Standard:

1. All employees must use the company or hotel network for official purpose only.
2. Any change in the programme or software will be done by the IT department only.
3. Employees will be responsible for all activities carried out in their assigned system or
under their login ID.

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SHPL/HR/EE/049 HUMAN RESOURCES/EMP.
ENGAGEMENT
Task:

Standard Process COMPANY ACCOMMODATION

Manual

1. Free residential accommodation including furnished family accommodation is provided in

certain cases.
2. The accommodation is provided as per guidelines defined by the Corporate HR of Sarovar
Hotels.
3. Free residential semi furnished accommodation will also be provided to out station single
female staff on sharing basis.
4. A list of items provided by the hotel must be noted as they are the assets of the hotel. Regular
inventory must be undertaken to keep track of assets.
5. All General Managers will be provided with furnished accommodation by the hotel.

Important:
1. HR is responsible to ensure that accommodation is handed over to the employee in a good
condition.

Standard:
1. Employees will be provided accommodation as per eligibility and budget allotted.

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SHPL/HR/EE/050 HUMAN RESOURCES/EMP.
ENGAGEMENT
Task:

Standard Process TRANSPORT ATION / NIGHT DROP

Manual

Local laws will be strictly adhered to for safe transportation of the employees.

1. All female staff who works in shifts after 20.00 HRS will be provided Night drop facility to their
residence or company provided accommodation as the case may be.

2. The Car of the Hotel will be used for these drops. A security guard will accompany the female
staff.

3. If the company car is not available, then the security person accompanies the female employees
in a cab.

4. Manager on Duty will ensure every day proper and safe night drop of female staff.

5. In special cases, other hotel staff that stays back due to banquet function for late night will also
provided drop to their residence.

Important:
1. HR is responsible to ensure that a good system is in place to ensure staff pickup and drop
as per policy mentioned.

Standard:
1. For safety reasons and as per local law, all female staff who works in shifts after 20.00 HRS
will be provided night drop facility to their residence.

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SPM No.: Department / Area: Approved by:
SHPL/HR/EE/051 HUMAN RESOURCES/ EMP.
ENGAGEMENT
Task:

Standard Process REW ARD & RECOGNITION

Manual

As a policy, all Sarovar hotels will celebrate “Employee Birthdays” and “Employee of the Month”
every month without fail.

1. Every month each Department Head nominates an employee for the "Employee of the Month"
award which is based on outstanding work done by the Employee concerned.

2. The employee of the month is chosen from the nominations sent from the various departments
by the General Manager in consultation with the HR Manager.

3. The Employee of the month award for the previous month is handed over to the respective
employee during the birthday celebrations of that month.

4. All the employees are invited for the presentation of the award.

5. The employees who get the award in that year are also nominated for the "Employee of the
Year" award for Front & the Back of the House.

Important:
1. Staff must be recognized for their performances through a fair and objective based
methodology

Standard:
1. All Sarovar hotels will celebrate “Employee Birthdays” and “Employee of the Month”
every month.

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SPM No.: Department / Area: Approved by:
SHPL/HR/EE /052 HUMAN RESOURCES/ EMP.
ENGAGEMENT
Task:

Standard Process SEXUAL H AR ASSMENT REDRESS AL COMMITTEE

Manual

It is necessary and expedient for employers in the work places as well as other responsible persons
or institutions to observe certain guidelines to ensure the prevention of sexual harassment of
women :-

1. Duty of the Employer or other responsible persons in work places or other institutions to
prevent or deter the commission of acts of sexual harassment and to provide the
procedures for the resolution, settlement or prosecution of acts of sexual harassment by
taking all steps required.
2. Definition :

For this purpose, sexual harassment includes such unwelcome sexually determined behavior
(whether directly or by implications ) as :

a) Physical contact and advances:

b) A demand or request for sexual favours
c) Sexually coloured remarks
d) Showing pornography:
e) Any other unwelcome physical, verbal or non-verbal conduct of sexual nature.

Where any of these acts is committed in circumstances where under the victim of such conduct has
a reasonable apprehension that in relation to the victim’s employment or work whether she is
drawing salary, or honorarium or voluntary, whether in Government, public or private enterprise
such conduct can be humiliating and may constitute a health and safety problem. It is discriminatory
for instance when the woman has reasonable grounds to believe that her objection would
disadvantage her in connection with her employment or work including recruiting or promotion or
when it creates a hostile work environment. Adverse consequences might be visited if the victim
does not consent to the conduct in question or raises any objection thereto.

3. Preventive Steps:

All employers or persons in charge of work place whether in the public or private sector should take
appropriate steps to prevent sexual harassment. Without prejudice to the generality of this
obligation they should take the following steps:

a) Express prohibition of sexual harassment as defined above at the work place should
be notified, published and circulated in appropriate ways.
b) The Rules/Regulations of Government and Public Sector bodies relating to conduct
and discipline should include rules/regulations prohibiting sexual harassment and
provide for appropriate penalties in such rules against the offender.

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 c) As regards private employers steps should be taken to include the aforesaid
prohibitions in the standing orders under the Industrial Employment (Standing
Orders ) Act, 1946.

d) Appropriate work conditions should be provided in respect of work, leisure, health

and hygiene to further ensure that there is no hostile environment towards women
at work places and no employee woman should have reasonable grounds to believe
that she is disadvantaged in connection with her employment.

4. Criminal Proceedings :

Where such conduct amounts to a specific offence under the India Penal Code or under any other
law, the employer shall initiate appropriate action in accordance with law by making a complaint
with the appropriate authority.
In particular, it should ensure that victims, or witnesses are not victimized or discriminated against
while dealing with complaints of sexual harassment. The victims of sexual harassment should have
the option to seek transfer of the perpetrator or their own transfer.

5. Disciplinary Action

Where such conduct amounts to misconduct in employment as defined by the relevant service rules,
appropriate disciplinary action should be initiated by the employer in accordance with those rules.

6. Complaint Mechanism :

Whether or not such conduct constitutes, an offence under law or a breach of the service rules, an
appropriate complaint mechanism should be created in the employer’s organization for redress of
the complaint made by the victim. Such complaint mechanism should ensure time bound treatment
of complaints.

7. Complaints Committee :

The complaint mechanism, referred to in (6) above, should be adequate to provide, where
necessary, a Complaints Committee, a special counselor or other support service, including the
maintenance of confidentiality.

The Complaints Committee should be headed by a women and not less than half of its member
should be women. Further, to prevent the possibility of any undue pressure or influence from senior
levels, such Complaints Committee should involve a third party, either NGO or other body who is
familiar with the issue of sexual harassment.

The Complaints Committee must make an annual report to the Government department concerned
of the complaints and action taken by them.

The employers and person in charge will also report on the compliance with the aforesaid guidelines
including on the reports of the Complaints Committee to the Government department.

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Circular for Staff to be displayed on Staff Notice Board

A Sexual harassment committee will be formulated as per the direction of Supreme Court and
Labour department.

A periodical meeting of Sexual Harassment Committee will be called every month as per the
direction given by the notification of Labour department and guideline given by the Supreme Court.

Sexual Harassement at work place

The Hon’ble Supreme Court while dealing with the issue of sexual harassment of women workers in
the workplace, have given guidelines to be followed in all workplaces and to constitute Compl aints
Committee to deal with and dispose of any complaint/grievance from the women employees of
sexual harassment.

Consequently the Management is pleased to inform that a Complaints Committee consisting of

following members including a third party (Enclosed Annexure-I) has been formed. Any individual or
group complaints from women employees may immediately be submitted with necessary details to
any one of the committee members so as to enable the committee to take the immediate corrective
action. If any complaint is to be treated as “Confidential” it should be mentioned as such, so as to
enable the Committee to deal with it confidentially.

For _

Personnel Manager

CC : Notice Board

88 Sarovar Hotels Pvt. Ltd Standard Process Manual

Chairperson A Lady employee

Office Address

Representatives Total of four (4) in number

Can be two lady employees and

The hotel GM and Personnel Manager

Office Address

Third party representative Ms.

Head Development Division

Centre for Social Research

Office Address

For _

Personnel Manager

CC: Labour Commissioner

CC:Centre for Social Research, Office Address

Standard:
1. Sexual Harassment committee will be formed at all Sarovar Hotels as per applicable
Government law.

Important:
1. All Investigations in regards to any such harassment must be carried out in a fair way and
done by neutral person.

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SPM No.: Department / Area: Approved by:
SHPL/HR/EE/053 HUMAN RESOURCES/ EMP.
ENGAGEMENT
Task:

Standard Process STAFF / EXECUTIVE BIRTHD AY CELEBRATION

Manual

1. The Birthdays of all the employees in the organization are celebrated on a particular day in the
staff Cafeteria.

2. All employees whose birthdays fall in that particular month are informed by a circular from the
HR Department along with a list of birthdays for the month to be present on that day.

3. The birthdates of the employees are written on the notice - board everyday. General Manager
and the other Executives/ Managers sign a birthday card and HR Representative will give the
card to concern staff.

4. Birthday of an Executive is celebrated individually.

5. When the birthday of any Executive is to be celebrated, a cake order is placed a day in advance
and the General Manager and the other Executives sign a birthday card.

6. On that particular day, the cake is placed in the department of the Executive whose birthday is
to be celebrated. The General Manager along with the other Executive and the staff of that
concerned department are present for the cake cutting & splashing.

Important:
1. It must be ensured that no staff is missed out while compiling the birthday list for a
particular month.

Standard:
1. All Sarovar hotels will celebrate “Employee Birthdays” every month.

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SHPL/HR/EE/054 HUMAN RESOURCES/ EMP.
ENGAGEMENT
Task:

Standard Process STAFF C AFETERI A

Manual

1. The staff restaurant is under the joint supervision of HR Department and the Executive Chef.

2. A staff restaurant/ Cafeteria committee will be constituted by HR Manager and Executive Chef
with other members including two Other HOD’s and at least one staff representative from each
department

3. HR staff members are responsible for the issuing of new meal cards and collection of expired
meal cards to employees on the first day of every month.

4. Each meal card shall be valid for only one month. Employees shall exchange their old cards for
new cards at the security cabin on the first of every month.

5. The Human Resources Department & the Executive Chef is responsible for the cleanliness and
hygiene of the dining area.

6. The Executive Chef is responsible for the ordering of groceries, cooking, serving of food and
beverages, and the cleaning of the production and service areas and related utensils.

7. The meal card is (free of charge) and is neither exchangeable nor sellable to anyone. All old
meal cards must be surrendered to the Human Resources department by the seventh of each
month.

8. The menu for the staff meals will be prepared/ revised every month by the Executive Chef in
consultation with HR Manager and cafeteria committee. Meeting for menu planning will be
called by the Executive Chef before 15 th day o f every month.
9. The opening hours of the staff restaurant are as follows :

Meal Operating Hours

Breakfast : 07:00 HRS to 08:00 HRS

Tea : 10:30 HRS to 11:00 HRS
Lunch : 12:00 HRS to 14:30 HRS
Afternoon Tea : 16:00 HRS to 16:30 HRS
Dinner : 19:00 HRS to 20:30 HRS
Mid Night High Tea : 01:00 HRS to 01:30 HRS

91 Pvt. Ltd Manual

10. In order to get food, all employees shall hand the meal cards to the cafeteria personnel for
signing. Any employee is entitled to only 2 (two) meals per working day.

11. All employees are required to clear up their tables before leaving the room. Employees are also
required to keep the place and equipment clean at all times.

12. Smoking in the staff restaurant is strictly prohibited.

13. Loitering in the staff restaurant is strictly forbidden.

14. Food & beverages must not be taken out of the cafeteria unless permitted by the Human
Resources Department.

15. At the end of each month, the Human Resources Department shall send the breakdown of meal
card consumption to the Finance Department for the appropriate expense allocations.

16. A Cafeteria Food register is maintained in the HR department for the executives to comment on
the food.

17. Each Executive is given a particular day to taste the food and put his/her comments.

18. In case the Executive has his off on that particular day he is required to eat on the previous or
the following day.

19. The register is duly signed by Executive Chef on weekly basis and by the General Manager on
Monthly basis.

20. Any executive eating in the coffee shop on his appointed day will be charged.

21. Any outsiders like guests, contactor’s / vendor’s staff etc who wishes to use the cafeteria must
have authorisation from the HR Manager.

Important:
1. Only employees are entitled to avail staff cafeteria facility.
2. Any outsiders like guests, contactor’s / vendor’s staff etc who wishes to use the cafeteria
must have authorisation from the HR Manager.

92 Pvt. Ltd Manual

 Date Created: 01.04.2015 Date Reviewed:
SPM No.: Department / Area: Approved by:
SHPL/HR/EE/055 HUMAN RESOURCES/ EMP.
ENGAGEMENT
Task:

Standard Process STAFF LOCKERS

Manual

1. Management of staff locker rooms is the responsibility of the Human Resources department.

2. Only employees who are required to wear uniforms shall be provided with a locker.

3. Employees shall contact the Human Resources department to complete the request form for
locker assignment.

4. Employees are required to observe the rules and regulations of locker assignment strictly.
Accordingly disciplinary action shall be taken against any employee who does not respect
them.

5. The Human Resources department, in co-ordination with the security supervisor, shall
perform a monthly spot check of the lockers. The Department Heads, in rotation, may be
given the charge of the spot check.

6. Every employee is given a locker facility depending on the availability of lockers.

7. Normally 2 employees share a locker. They have to submit a duplicate key to the HR
department. This duplicate key is used if the employee misplaces his/her key or forgets the
key at home. In case a key is lost it should be immediately reported to the personnel
manager.

Important:
1. Only employees who are required to wear uniforms shall be provided a locker.

Standard:
1. HR and the department HOD is responsible to ensure that all staff provided with uniforms
is allotted a locker.

93 Pvt. Ltd Manual

 Date Created: 01.04.2015 Date Reviewed:
SPM No.: Department / Area: Approved by:
SHPL/HR/EE/056 HUMAN RESOURCES/ EMP.
ENGAGEMENT
Task:

Standard Process STAFF WEDDING CEREMONIES

Manual

As a part of staff welfare, Sarovar hotels will allow a staff to use banquet facilities available in hotel
for his / her wedding.

1. Any staff wedding banquet shall be priced with a discount rate to be defined by the GM. The
applied rate shall at least be superior or equal to the actual cost of the event.

2. At least one of the couple shall be a member of the staff.

3. Staff wishing to avail such facilities must seek authorization from the unit head well in advance.

Important:
1. Staff availing such facility must seek authorisation from the General Manager well in
advance.
Standard:
1. All standard policies as applicable to an external guest will be applicable to the staff.

94 Pvt. Ltd Manual

 Date Created: 01.04.2015 Date Reviewed:
SPM No.: Department / Area: Approved by:
SHPL/HR/EE/057 HUMAN RESOURCES/ EMP.
ENGAGEMENT
Task:

Standard Process WELFARE / BENEFITS

Manual

All Sarovar hotels will strictly abide by Government labour laws. Filing of all labour related returns
are mandatory. External consultants specialising in labour laws may be hired in specific cases.

The following are few benefits which have to be passed to employees;

1. Bonus: 8.33% (Whenever applicable)

2. Provident Fund : 12% contributory

3. E.S.I. @ 4.75% for free medical assistance to the employees from ESIC.

4. Gratuity: Entitlement on completion of 5 years continuous service. Gratuity Trust exists which
regulate the payment of gratuity to the employees. Insurance policy may be obtained from LIC
in this regard which makes the payment of gratuity to the employee through the Gratuity Trust.

5. Group Insurance: Policy may be taken from LIC under which in case of death of employee
during employment a lump sum amount is paid to the legal heir of the deceased.

6. Uniforms are being provided to the employees and meals on duty are also provided.

7. Lady staff will be given pickup drop facility beyond 8.00 pm.

8. 50% concession is provided in the price of food items procured by the employees from the
Hotel.

9. Maternity benefits: As per applicable government law.

Standard:
1. All Sarovar hotels will strictly abide by all local and central Government laws.

95 Pvt. Ltd Manual

 Date Created: 01.04.2015 Date Reviewed:
SPM No.: Department / Area: Approved by:
SHPL/HR/OPS/058 HUMAN RESOURCES/
OPERATIONS
Task:

Standard Process ANNEXURE

Manual

Annexure I

REQUISITION FOR PERSONNEL

PROPOSED DESIGNATION AND GRADE:

BRIEF JOB SPECIFICATION:

Qualification: Experience:

Job Responsibility: Key Result Areas:

MENTION WHETHER REPLACEMENT / CREATED AND JUSTIFY

SALARY DETAILS (COST TO COMPANY, PLS MENTION ALL PERKS)

MODE OF RECRUITMENT:

REQUESTED BY GM / HR

96 Pvt. Ltd Manual

 Annexure II

Name and Address of Date

Organization/Establishment

Please attach
Passport Size
Photograph here
(Two extra copies
with the Application)

Dear Sir,

I am desirous of obtaining employment in your Organization.

Post applied for :

My necessary particulars:
Are given as under

1.Full name (In Block Letters) :

2.Present Address :

3.Permanent Address :

4.Date and Place of birth :

97 Pvt. Ltd Manual

5. Married or single :
Children, if any, with age _

6. Family Particulars:

Name Present Occupation (if in service, give details of

designation & office address)
Father
Husband/Wife

7. Educational Qualification:

Level Name of Certificate Year of Subjects Division

Diploma or passing
Educational Marks%
Institution Degree
School

College

Post-Graduate or
Professional
Training

Business or Tech.
Qualification

8. Knowledge of Indian/Foreign :
Languages (Name the languages:
You can speak, read and write and/or studied. Give particulars)

9. Vocational qualification (if any) :

98 Pvt. Ltd Manual

10. Extra-curricular activities :
Sports/Literary/Debating/NCC etc.

11. Any other qualification not :

mentioned above

12. What is the general state of your :

health (state any serious illness
you have or had)

13. Have you ever been convicted : _ _

by any Court of law ?
If so, give details

14. Have you ever been discharged: _ _

from any employment ?
If so give reasons

15. Experience and past employment, if any.

Name & Address of From To Nature of Work Salary Reason for leaving
Employer

16. References:
Name Address/Tel. No. Occupation/
Designation

17. Other Particulars:

(a) Are you related to any of our:
Present or past employees ?

99 Pvt. Ltd Manual

 (a) If so, give name and :
Relationship

(b) Have you ever applied for :

employment before in this
Organization ?

If so give Particulars

(c) Have you been interviewed :

before ? Give particulars

(d) Have you ever worked in any:

establishment of this
Organization before ?
If so Give particulars

I declare and confirm that if and when required, I will take up casual. Or temporary or part time
duty in the dischar ge of assignments in any department as instructed by the Management

I am willing to proceed outside (City Name), if required on transfer and/or training.

I certify that the foregoing information is correct and complete to the best of my knowledge
and belief and nothing has been concealed. I am not aware of any circumstances, which might
impair my fitness for employment. If, at any time, I am found to have concealed any
information or give any false details against any of the above particulars, my employment shall
be liable to be terminated without any notice or compensation.
I hereby undertake to abide by the Rules & Regulations of the Organization/ Establishment.

100 Sarovar Hotels Pvt. Ltd Standard Process Manual

 List of documents enclosed :
Signature of Applicant

1. _

2. _

3. _

4. _ Date :

5. _ Place: _

FOR OFFICE USE ONLY

(The Applicant should not write anything below this line)

Interviewed on :

Interviewed by:

Remarks::

Final Orders

Competent Authority

101 Sarovar Hotels Pvt. Ltd Standard Process Manual

 Annexure III

Medical Check Up Report

Unit _ Date

NAME OF EMPLOYEE _

1. GENERAL APPEARANCE
2. EYES:
3. SKIN:
4. HEART:
5. LUNGS:
6. EAR, NOSE, THROAT:
7. LIVER:
8. SPLEEN:
9. GLANDS:
10. BLOOD PRESSURE:
11. POSITIVE FINDING:
12. (IF ANY)
13. VISION: RIGHT EYE:
LEFT EYE:
14. HEIGHT:
15. WEIGHT:
16. ANY FURTHER INVESTIGATIONS:
(If required)

DR. _
(MEDICAL OFFICER)

Stamp / Seal of Medical Officer

Observations by Medical Officer:

_ _
_ _
_ _ _
_ _

102 Sarovar Hotels Pvt. Ltd Standard Process Manual

 Annexure IV

SAROVAR HOTELS PVT. LTD.

EMPLOYEE JOINING REPORT

To,

HR Manager
<Unit>

Sub: Joining Report

Sir/Madam,

With reference to above mentioned subject this is for your kind information that as per instruction
I am reporting for duty from today i.e. ------------------------.

Date :
Place :

Name : Signature
Designation :
Unit :
Dept.

Cc. General Manager

103 Sarovar Hotels Pvt. Ltd Standard Process Manual

 Annexure V

REFEREN CE VERIFICATI ON – LETTER

CONFIDENTIAL

Date :

Dear Madam / Sir,

Ms. / Mrs. / Mr. has applied for employment / is under probation with us as
, and has indicated previous employment with your organization from to
, as .

We would appreciate if you will provide us with necessary information about her / him, in the enclosed form.

We assure you that your feedback would be treated in strict confidence and without prejudice.

Thank you,
------------
CONFIDENTIAL
Reference Verification

1. Name of the Employer :

2. Name of the Empl oyee :
3. Father’s Name :
4. Period of Employment :
5. Position Held :
6. Whether : Confirmed / Probation / Temporary / Contract
7. Salary / Perks :
8. Reasons for leaving :

9. If she / he applies for a position in your organization again, will you reemploy her him? (Plea se indicate
reasons if NO)
YES / NO :
-------------------------------------------------------------------------------------------------------------------------------------------------
-------------------------------------------------------------------------------------------------
10. Please give your comments on :
a) job knowledge/performance Excellent : Above Average : Average : Below Average
b) integrity Excellent : Above Average : Average : Below Averag e
c) character Excellent : Above Average : Average : Below Averag e
d) conduct Excellent : Above Average : Average : Below Average
e) punctuality Excellent : Above Average : Average : Below Average
11. Any other comments :

Signature

104 Pvt. Ltd Manual

104
 Annexure VI

PERSONNEL FILE STATUS

Personal File Status

Name: Employee Code

Department: Designation:

Date of Joining: Joined As

Date of Birth: Bank Account No. PAN

Present Address Permanent Address

S.No. Documents Filed Date Remarks

1 Bio Data

2 Certificate

Educational/

Residence proof

Experience

4 Reference Letter/Cheque

5 Application Form

6 Photographs - 4

7 Interview Assessment

8 Appointment Letter

- Probation

- Confirmation

9 ID Card

10 Job Description

11 Induction

12 Accommodation Status

105 Pvt. Ltd Manual

105
13 P.F.

14 ESI Card/ Temp. ESI Card

15 Gratuity Nomination form

16 CTC/ Org. Chart Updating

17 Medical Checkup

18 Disciplinary

Updated on: By: _ _

Updated on: By: _ _

106 Pvt. Ltd Manual

106
 Annexure VII

Date

Name

Address

Dear Ms. / Mr.

This has reference to your letter, dated _ _, in which you have tendered
your resignation from the services of this Organization.

We accept your resignation and you will be relieved from the services of the
Organization at the closing hours of .

Your Notice period begins w.e.f: . Please note that pending leaves
will not be adjusted during the notice period under any circumstances. Please
contact the HR department in case of any queries in regards to your resignation.

Please contact the Accounts Department for full and final settlement of all your
dues.

We wish you success in all your future endeavors.

Yours,

For

Human Resources Manager

107 Pvt. Ltd Manual

107
 Annexure VIII

Departme nt Date

HAND OVER FORM

1. Details of important matters pending.

(correspondence, short note of the present status and future course of action)

2. Details of records maintai ned and handed over

3. Details of accounts / stocks maintained.

4. Details of legal documents and their status.

5. Details of operating manuals / codes and referenc e books maintained.

6. Details of keys, registers, calculator, books, etc maintained

7. Any other information relevant to the department / purchases pending / etc.

Handed over by Taken over by

In the Presence Of:

HR Dept Inventory Control Accounts Dept

108 Sarovar Hotels Pvt. Ltd Standard Process Manual

 Annexure IX

EXIT INTERVIEW FORM

Name : _
Employee No : Department/Team:
D. O. J. : Designation on Joining: _
D. O. L. : Designation on Leaving:

------------------------------------------------------------------------------------------------------------------

1. Reason for leaving the organization:

Higher salary Better career prospects Going abroad

Personal reasons Ill health Shifting Residence

2. What could the company have done to persuade you to stay?

3. Is your new job a promotion?

4. Would you consider returning to work in this organization at a later stage?

Yes No
Reasons

5. Comment on the functioning of your department / team

6. Describe the supervision you received in your assignments.

7. How well did the company prepare you for the current assignment?

8. What role did your current supervisor play in :

Your motivation :

Your professional growt h:

Your decision to leave :

109 Sarovar Hotels Pvt. Ltd Standard Process Manual

 9. How would you describe your co- workers?

10. Suggest areas where improvement or changes can be done to increase higher levels of
productivity.

11. Comment on the company pay structure in comparison to other companies you are familiar.

12. What other benefits could the company provide you?

13. Which do you think is more important in this company? How well you perform or whom you
know? Reasons.

14. Comments on any other aspects like work, systems, culture, management and any
suggestions thereof.

15. Do you think others in the organization share your view?

16. Would you recommend this company to a friend?

Resigned Empl oyee:

Interviewer 1 :

Interviewer 2 :

110 Pvt. Ltd Manual

110
 Annexure X

‘N O D UE S’
CERTI FI CATE

This is to certify that Mr. , Designation_ ,

Department _ has resigned w.e.f. . His Services expires/ ceases with effect
from .
He has cleared his/her dues from the following:

GM Secretary
Front Office
F&B Service
F&B Production
Engineering
Store Dept./ Purchase
Staff cafeteria/lockers
EDP/ Telecommunication
Housekeeping/ Laundry
Charge Handover/Takeover
Security Officer
Training Cell
Accounts
HR ID Card Submitted Yes/No Amt. to debit Rs.
Department
Punching Card Yes/No Amt. to debit Rs.
Submitted
Medical Card Yes/No Amt. to debit Rs.
Submitted
Name Badge Yes/No Amt. to debit Rs.

Other Office Item Yes/No Amt. to debit Rs.

Submitted

Date……………… (HR Manager)

Note: Please send e-mail for outside dues/no dues status.

111 Pvt. Ltd Manual

111
 Annexure XI

Full & Final Payment to the Employee of in the month of

Date

Name Date& Pay

Reason Packet Net
& Deductions
of Per Dues Payable
Desig
Leaving Month

Other Total PF ESI Others Total

Salary Leave Encash

Month Days Amount Period PL Amount

Payable Balance

Grand Total

112 Pvt. Ltd Manual

112
 Annexure XII

Senior Management Performance Appraisal

Name: _
Designation: Joining _ _
Date: _ Reporting To: _
Name: _ _
Designation: _ _ _
Appraisal Date: _ __ _ _
Appraisors Name: _ _
Appraisors Signature: (After Appraisal) _ _

Appraisors Overall Comments: _ _ _

_ _
_ _
___ _
_ _
Appraisee's Signature: (Post Appraisal)
1. Review of areas of Major Accountability:
Area of Major Accountability Comments
i.
ii.
iii.
iv.
v.
vi.

113 Pvt. Ltd Manual

113
 2. What were your 3 main goals for the period under review?
i) _
ii) _ _
iii) _

3. To what extent were you able to achieve the above?

i) _
_ _ _
ii) _ _
_ _
iii) _
_ _ _
4. What constraints did you encounter in achieving your goals?
_ _
_ _ _
_ _

5. How can Sarovar Hotels / your manager assist you in achieving your goals?
_ _
_ _
_ _
6. Review:

Assessment Scale:
A = CONSISTENTLY STRONG. Employee consistently demonstrates exceptional performance in this competency and
exceed expectations
B = STRONG. Employee demonstrates effective performance in this competency and exceeds on some occasions
C = COMPETENT. Employee demonstrates satisfactory performance in this competency.
D = IMPROVABLE. Employee has some developmental needs in this competency; performance shortfall on some occasions.
E=NEEDS IMPROVEMENT. Employee clearly needs to improve and develop this competency – continued performance at
this level is unacceptable.
N/A = NOT APPLICABLE / TOO EARLY TO ASSESS

114 Pvt. Ltd Manual

114
DRIVE FOR RESULTS: Competes against a standard of excellence. Sets high Assessment performance
standards and pursues aggressive goals. Strives for constant improvement
takes responsibility for achieving business results and perseveres despite obstacles
Comments: _ _____
_ _
_ _

UNDERSTANDING THE BUSINESS: Demonstrates an interest in, and under-

standing of, issues relevant to the business and keeps knowledge up-to-date.

Comments: _
_ _
_ _

PROBLEM SOLVING & DECISION MAKING: Effectively diagnoses problems

and thoroughly analyses complex information to guide decision -making. Evaluates
and assimilates critical information when reaching conclusions and makes logical
competent decisions.
Comments: _
_ _
_ _

CUSTOMER FOCUS: Builds and maintains relationships with customers. Understands

and anticipates customer needs, takes action to address customer needs, and strives to
exceed customer expectations.
Comments: _
_ _
_ _

TEAMWORK: Demonstrates co-operation and trust with colleagues & teams and across
organizational boundaries. Participates as a team-played and establishes strong working
relationships to deliver positive results.
Comments: _
_ _
_ _

115 Pvt. Ltd Manual

115
ADAPTABILITY: Works comfortably and effectively in an environment of ambiguity
or change; is receptive to new ideas and responds to workplace changes with flexibility
and optimism.
Comments: _
_ _
_ _

IMPACT & INFLUENCE: Promotes ideas persuasively, shapes the opinions of others
& overcomes resistance. Establishes influential contacts, builds consensus for action and
negotiates win-win solutions to problems.
Comments: _
__ _
_ _

LEADING & DEVELOPING PEOPLE: Inspires others to excel by clearly communicating

business values and direction, recognizing goof performa nce and providing managerial
support. Develops the potential of others, through coaching and development
opportunities, to build organizational capability for the future.
Comments: _
_ _
_ _

INNOVATION: Generates new ideas and encourages creativity from others; recognizes
the need for new or modified approaches, and creatively combines different perspectives
and approaches.
Comments: _
_ _
_ _

ADDITIONAL COMMENTS REGARDING COMPETENCIES (IF ANY):

_ _
_ _

116 Sarovar Hotels Pvt. Ltd Standard Process Manual

 7. Personal Development Plan:

KEY DEVELOPMENT NEEDS: Briefly summarize the specific development needs identified and details
specific actions for each below.
Objective of the Action Steps with Support Required Method of Evaluation
Development Dates

117 Sarovar Hotels Pvt. Ltd Standard Process Manual

 Annexure XIII

Executive / Supervisors Performance Appraisal

Name:
Designation: _
Joining Date: _
Reporting To: Name: _ _
Designation: _
Appraisal Date: _ _
Appraisors Name: _ _
Appraisors Signature: (After Appraisal)
Appraisors Overall Comments: _ _
Appraisee's Signature: (After Appraisal) _ _
1. List areas of Major Accountability:
_ _
_ _
_ _
_ _
_ _
2. What were your 3 main goals for the period under review?
i) _ _ _
ii) _ _ _ _
iii) _ _ _

3. To what extent were you able to achieve the above?

i) _ _ _
_ _ _
ii) _ _ _ _
_ _ _ _
iii) _ _

4. What constraints did you encounter in achieving your goals?

_ _
_ _
_ _
5. How can SPPH / your manager assist you in achieving your goals?
_ _
_ _
_ _

118 Pvt. Ltd Manual

118
 REVIEW
Rating:
A = EXCELLENT
B = VERY GOOD
C = FAIR
D = POOR
N/A = NOT APPLICABLE

REVIEW PARAMETERS RATING COMMENTS (IF ANY)

1. JOB KNOWLEDGE / PROFESSIONAL COMPETENCE
2. PRODUCTIVITY
3. ACHIEVING GIVEN TARGETS
4. REVENUE ENHANCEMENT
5. COST CONTROL
6. DECISION MAKING & JUDGEMENT
7. PROBLEM SOLVING ABILITY
8. CLIENT HANDLING
9. SUBORDINATE HANDLING
10. COMMUNICATION SKILLS
11. TEAM WORK
12. SELF MOTIVATION
13. INITIATIVE
14. DESIRE FOR RESPONSIBILITY
15. ATTITUDE & CO-OPERATION
16. DEPENDABILITY

1. Do you want additional responsibility at this point in time?

Yes No

- What responsibility?
_ _
_ _
_ _
_ _

119 Pvt. Ltd Manual

119
 1. What were your 3 main goals for the next review period?
i)_ _ _
ii)_ _ _
iii)_

2. Action Plan for next review period:

_ _
_ _
_ _
_ _ _
_ _

120 Pvt. Ltd Manual

120
 Annexure XIV

Performance appraisal - Associates

Name:

Designation: _Department: _

Grade: _Date Of Confirmation:

Current Salary:_ Last Increment:_ _

Date of Last Increment: _

PERFORMANCE PROFILE (Check the factors

below on the guidelines given overleaf) 1. EXCELLENT

2. VERY GOOD

3. GOOD

4. SATISFACTORY

5. POOR

PART I
1 2 3 4 5
Factors Common To all Staff

1.Attitude to Work

2.Attitude to Authority

3.Ability to Work with People

4.Job Knowledge

5.Dependability

6.Attendance

7.Punctuality

8.Grooming

9.Initiative

10.Ability to Communicate

121 Pvt. Ltd Manual

121
PART II
FOR SECRETARIES
1.Speed in taking Dictation and Accuracy in
Transcription
2.Capacity of independent work
3.Ability to plan and help in preparing for
superior’s appointment/meetings etc.
4.Ability to handle confidential information
5.Filling and the capacity for retrieving
information quickly

PART III
FOR NON-SECRETARIAL JOBS (INCLUDING
CLERICAL JOBS)
1.Promptness in Attending to work
2.Accuracy and completeness in work
3.Productivity and output
4.orderliness in work (i.e. how systematic and
how well organized is the person)
5.Filling and the capacity for retrieving
information quickly

PART IV
FOR SUPERVISIORS
1.Ability to plan and set priority
2.Ability to allot work intelligently to
subordinates
3.Ability to motivate his/her staff
4.Relation with other Departments
5.Ability to anticipate problems and take
timely preventive actions

Employees Signature

122 Sarovar Hotels Pvt. Ltd Standard Process Manual

PART V

OVERALL RATING OF PERFORAMNCE

1. Performance trend during the year: (Tick mark your choice)

Improving
Static
Declining

2. Your Overall Assessment of the Appraisee’s performance

(Total Points scores nos. of factors )

Excellent _
Very Good
Good_
Satisfactory_
Poor_ _
3. Any other
remarks: __
_ __
_ __
_ __
_ __

Signature
Date

Name and Designation of the appraiser

123 Sarovar Hotels Pvt. Ltd Standard Process Manual

PART VI
Comments by Departmental
Head_ _ _
_ _ _
_ _ _
Name and Designation of the Departmental Head

Signature:
Date:
APPROVAL SIGNATURE

PROPOSED BY: RECOMMENDED BY: APPROVED BY:

DEPARTMENT HEAD PERSONNEL MANAGER GENERAL MANAGER
Date Date Date

124 Sarovar Hotels Pvt. Ltd Standard Process Manual

 Annexure XV

EXTRA DUTY SLIP

Unit Depa rtment

Date Employee Code

Mr/Ms. Design.

Was called on / / from to

due to (Reason)

Total Hours (in words )

Department Head Human Resources Manager

125 Pvt. Ltd Manual

125
 Annexure XVI

SAMPLE PAY SLIP

Pay Slip for the Month of

Name Dept. Basic/C Grad APS Leave PRE Pay HLD-Wkd BNK A/c PF A/c ESIA No TXT
onsRate e No No No

Desg. DAYS

EARNINGS DEDUCTIONS

Loan Balance TOTAL EARNINGS NET PAYABLE

TOTAL DEDUCTIONS

126 Pvt. Ltd Manual

126
 Annexure XVII

127 Sarovar Hotels Pvt. Ltd Standard Process Manual

 Annexure XVIII

SAMPLE IDENT ITY CARD:

Identity Card

Name

Token No.

Design
(Photo)

Unit

Date of Issue Valid up to

Signature of Signature of
Holder Issuing Authority

Permanent Address

Local Address

128 Pvt. Ltd Manual

128
 Annexure XIX

SAMPLE REGISTER OF MONTHLY LEAVE BALANCES

For the Month of _

Page No :

Sr Employee No of Days Balance of

No Name Leave
Employee
Code

Present Wkly PL CL ML LMP Abs Total Leave earned PL CL ML

Days Off Days Days during month

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129