Sop HR Clarksinn

CLARKS INN GROUP OF HOTELS
S.No. Topic Page No.

1. Job Description 7 – 55
1.1 General Manager 7 – 10

1.2 General Manager’s / Business Centre Secretary 11
1.3 Front Office Manager 12 – 13
1.4 Asst. FOM / GRE / Lobby Manager 13 – 14
1.5 Front Office Assistant 14 – 15
1.6 Reservations Assistant 15 – 16
1.7 Telephone Operator 16 – 17
1.8 Bell Boy 17 – 18
1.9 Doorman 18
1.10 Parking Valet / Driver 19
1.11 Executive Housekeeper 20
1.12 Housekeeping Supervisor 21 – 22

1.13 Room Attendants / Houseman 22
1.14 HK Desk Attendant 23
1.15 Uniform and Linen Room Attendant 24
1.16 Food and Beverage Manager 25 – 26
1.17 Assistant Manager – F&B / Food and Beverage Executive 27 – 28
1.18 Captain 28
1.19 Steward 29
STANDARD OPERATING PROCEDURES – HUMAN RESOURCE Page 1 UP HOTELS CLARKS LIMITED

1.20 Bartender 30
1.21 Hostess 31
1.22 Room Service Order Taker 32
1.23 Executive Chef 33 – 34
1.24 Sous Chef 34 – 35
1.25 Chef de Partie 35 – 36
1.26 Commis 36
1.27 Kitchen Stewarding Executive / Supervisor 37
1.28 Utility Worker 38
1.29 Chief Engineer 39
1.30 Engineering Supervisor 40
1.31 Engineering Technician 41

1.32 Accounts Manager 41 – 42
1.33 General Cashier 42
1.34 Accounts Assistant – Payables 43
1.35 Accounts Assistant – Receivables 43 – 44
1.36 Restaurant Cashier 44
1.37 Night Auditor 45
1.38 Food and Beverage Controller 45 – 46
1.39 Purchase Manager 46 – 47

1.40 Stores Assistant 47 – 48
1.41 Sales Manager 48 – 49
1.42 Assistant Manager – Sales / Sales Executive 49 – 50
1.43 Banquet Sales Executive 50
1.44 HR Manager 51 – 52
1.45 Training Manager 52 – 53
1.46 Security Officer 53 – 54
1.47 Security Supervisor 54 – 55
1.48 Security Guard 55
2.0 Job Specifications 56 – 61
3.0 Manpower Planning 64
3.1 Budget 64
4.0 Classification of Employees 65 – 66
5.0 Recruitment and Joining Procedure 67 - 70
5.1 Recruitment Sources 67
5.2 Interview Procedure 68
5.3 Reference Checks 69
5.4 Offer Letter Procedure 69
5.5 Handling Transmittal Slip 69
5.6 Employee Joining Procedure 69

5.7 Personal Filing Procedure 69 – 70
5.8 Employment Verification Procedure 70
6.0 Career Advancement 71 - 74
6.1 Confirmation of Employee 71
6.2 Increment and Performance Appraisal Procedure 71 – 72
6.3 Handling Resignations and Clearance Procedure 72
6.4 Terminating an Employee 72 – 73
6.5 Conducting Exit Interviews 73
6.6 Handling Exit Employee Records 73
6.7 Salary Procedure 74
6.8 Disciplinary Procedure 74
6.9 Re – Employment Procedure 74

7.0 Other Procedures 75 – 80
7.1 Staff and Executive Food Timings 75
7.2 Rounds Taken by the HR Manager 75
7.3 Name Tags 75
7.4 Handling Cake Requisition Forms 75 – 76
7.5 Swipe Cards & Attendance 76
7.6 Time Sheets 76
7.7 Preparing Monthly Report 76

7.8 Cafeteria Food Register 77
7.9 Handling Lockers 77
7.10 Birthday Celebration of Staff and Executive 77
7.11 Employee of the Month 77 – 78
7.12 Gifts to Staff By Guest 78
7.13 Staff Welfare Programs 78 – 79
7.14 F&B Discounts 79 – 80
8.0 Statutory Compliances 80 - 81
8.1 ESIC Procedure 80
8.2 Provident Fund 80 – 81
8.3 Gratuity Procedure 81
8.4 Filing of ER – I and ER – II 81
9.0 Formats 82 -
9.1 Manpower Sheet 82 – 86
9.2 Interview Appraisal Form 87
9.3 Reference Check 88
9.4 Offer Letter 89
9.5 Personal File Checklist 90
9.6 Application Form - Staff 91 – 93
9.7 Application Form – Executives 94 – 97

9.8 Appointment Letter 98 – 101
9.9 Confirmation Letter 102
9.10 Increment Letter 103
9.11 Promotion Letter 104
9.12 Promotion and Increment Letter 105
9.13 Performance Appraisal Form – Staff 106
9.14 Performance Appraisal Form – Executives 107
9.15 Clearance Form 108
9.16 Exit Interview Form 109 – 110
9.17 Acceptance of Resignation 111
9.18 Salary Sheet 111
9.19 Staff Locker Undertaking 112
9.20 Nomination Form for Employee of the Month 113
9.21 Employee of the Month Certificate 114
9.22 Employee Counselling Form 115
9.23 HR & Training Report 116 – 117

1. JOB DESCRIPTION
1.1 General Manager
Job Position : General Manager / Resident Manager / Manager - Operations

Category : Unit Head
Responsible To : Director – Operations / Regional Director - Operations
Job Definition : To plan, organise, develop, coordinate & administer the entire operations of the Hotel with a view to achieve the best
financial results, guest comfort & safety, superior professional image for the Hotel and healthy employer-employee relations
Duties and Responsibilities :

I. Sales
a. To supervise the working of the sales department and give direction and advise for its better performance
b.To secure favourable attention of the public by projecting the company’s image favourably
c. To maintain external public relations designed to gain increasing acceptance of his unit within the Hotel industry and community in general
d.To co-ordinate with the corporate sales and marketing division to achieve maximum occupancy, average room rate and food and beverage income
II.Purchasing
a. To constantly review, direct & oversee the functioning of the purchasing department in order to ensure availability of the best raw materials at
competitive prices
b.To make periodic checks of the incoming merchandise in the receiving department to ensure that proper procedures are followed and that
merchandise procured is in accordance with specifications
c. To personally review and examine important tenders and purchasing contracts
d.To maintain strict vigilance over the policy and procedures adopted by the purchase department
e. To take immediate corrective measures where policy and procedural deviations are noticed
f. To take guidance from GM Operations on purchase of high value purchases.
III.Personnel
a. To review manpower strength and performance with department heads
b.To assign responsibilities to hotel executives, control their work & provide opportunities for their development
c. To conduct performance appraisals of HODs & to ensure that such appraisals are conducted for all staff.
d.To establish internal relationships designed to enhance & improve the attitude & activities of his employees
e. To maintain in his office the personal files of all directly reporting executives

f. To co-ordinate and liaise with the corporate office on all major matters of personnel policy
g.To co-ordinate with the Head – HR and Training, on matters concerning the training and development of all employees and their career planning
IV. Accounts
a. To review all performance reports pertaining to the revenue generating areas and direct corrective action wherever necessary through the following
personnel
 Through the financial controller on all matters concerning accounts and control
 Through the F&B Manager on all matters pertaining to food and beverage service and production
 Through the front office manager on all matters pertaining to front office, telephones and health club
 Through the Executive Housekeeper on all matters pertaining to housekeeping and laundry
 Through the HR Manager on all matters pertaining to security
b.To scrutinize all major expense heads with a view to cutting down operational costs
V.Engineering
a. To have regular meetings with the Chief Engineer to ensure optimum standards of facility maintenance
b.To periodically review maintenance cost with the Chief Engineer, EHK and the Financial Controller
VI.Front Office
a. To review the overall efficiency of the FO, HK, laundry, telephones, health club & other facilities
b.In particular, to review room sales to ensure maximum house occupancy
VII.Food and Beverage

a. Improve sales and reduce costs by constant vigilance over these aspects
b.Review and give guidance to the F&B promotional activities for the Hotel with a view to maximising sales
c. Guide the F&B department in its overall activities and performance
d.Review all changes in menus, merchandise and pricing of food sales
VIII. Budget and Budgetary Control

a. Responsible for the preparation & submission for both, operations & capital budgets, to the corporate office
b.To ensure that expenditures are within the budget provisions
c. To monitor on a continuing basis, revenue & expenditures, to ensure that profitability objectives are fully met
d.To develop on a continuing basis methods of reducing operating costs

IX.General Administration and Leadership

a. To develop the operating efficiency of all executives of the Hotel and their departments by periodic counselling and meetings
b.To develop and initiate such measures which may contribute to the overall development of the unit
c. To develop and maintain social and administrative liaison with his managerial staff
d.To inspect the Hotel every morning and also undertake bi-weekly inspections with executive housekeeper, chief engineer and the food and
beverage manager of their respective areas
e. To conduct weekly department head meetings and occasionally observe meetings held by department heads in the course of their work
X.Corporate Office Relationships

a. To provide to the corporate office all the required information on the operations of the Hotel & also to submit promptly any new information asked
for
b.To send to the top management & other corporate executives, copies of all letters & memos issued by him/ her as per standing orders on the subject
c. To receive prior permission of the Director - Operations & the MD of the Unit before leaving station on any occasion for official or other reasons.
d.To co-ordinate with all corporate office departments to ensure availability of service and advise from corporate office specialists
e. To conduct the operations at the Hotel in the best interests of the company and to be fully committed to corporate objectives
In addition to the above mentioned duties and job functions, any other assignment given on an occasional basis or daily basis by the management.
Any other additions, alterations at the unit level may be made, should local conditions demand. Should there be a deviation affecting policy matters,
the Director - Operations must be consulted by the GM.
ANNEXURE ON MATTERS REQUIRING PRIOR APPROVAL OF THE DIRECTOR – OPERATIONS
1. Appointments, confirmations and terminations of HODs

2. Any change in staff strength
3. Any changes in existing pay scales and salaries and other staff benefits for all categories of staff except for regular increments
4. All promotions
5. Sanction of earned leave to Department Heads for a period exceeding 10 days. Must inform the Director - Operations / Vice President of all
executives on earned leave
6. Any framing or establishment of or changes in the personnel policies and strategies of the Hotel
7. Any promotions or special increments to executives and supervisors over and above regular annual increments
8. All loans to executives and staff above Rs. 5000/-

9. All Training and Development programmes costing over Rs 2000/- for executives, and their career planning. Prior approval must be obtained for
any executive or staff sent for training or induction outside the city
10. Transfer of any executive or staff from your Hotel to another Hotel
11. All important matters pertaining to legal aspects of the Hotel
12. All matters pertaining to concessionaires and rentals of shops etc
13. Structural changes of the Hotel premises and layout
14. Major changes in design of operational equipment
15. Any changes in décor, furniture, carpets or the furnishings of public area and guest rooms
16. Any changes in the design and colour of uniforms
17. Any changes in publicity material in guest rooms, letterheads and guest stationary
18. Any changes in the design and colour of china and glassware
19. Changes in the designs and graphics
20. Changes in tariffs of rooms including any contracts with airlines and travel agents
21. Advertising budget and advertising campaign and any matters connected with the sales policy of the Hotel
22. R&M budget of the Hotel
23. All operational, capital and operating equipment budgets
24. All sales promotion blitz outside the city
25. All capital expenditure i.e. all expenditure other than those for normal replacement of day-to-day operational items or expenditure for normal day
to day working of the Hotel
26. All matters of policy
27. Decision on approach to handling collective labour i.e. unions etc
28. Matters relating to ongoing handling of emergencies, loss of life, and press publicity

1.2 General Manager’s / Business Centre Secretary
Job Position : General Manager’s/ Business Centre Secretary

Category : Executive
Responsible To : General Manager / Front Office Manager
Job Definition : To undertake all secretarial assignments in the department

a. To ensure the cleanliness and tidiness of the department at all times
b. To take dictation and to transcribe the letters entrusted to him/ her
c. To maintain the filing system in the department
d. To maintain a record of the appointments of all departmental heads
e. To sort out routine correspondence independently
f. To carry out follow-up up jobs according to the time schedule
g. To ensure that office discipline is maintained
h. To maintain the secretarial call of the department, and to assist the department head in the efficient administration of the department
i. To ensure the maintenance of stationary par stock in the department and to replenish the same from time to time
j. To handle all incoming telephone calls as per standards laid down by the management
k. To assist guests for queries and requests, competently and promptly
l. To ensure that all equipment in the department is maintained in proper working condition
m. To adhere to strict grooming and hygiene standards
In addition to the above mentioned duties and job functions, any other assignment given on an occasional basis or daily basis by the immediate
superior or the management.

1.3 FRONT OFFICE MANAGER
Job Position : Front Office Manager

Category : Department Head/ Executive
Responsible To : General Manager
Job Definition : To create optimum room sales and goodwill towards the Hotel through efficient and courteous service

a. Ensures prompt, courteous and accurate service to all guests
b. Responsible for proper yield management of room inventory to achieve desired profitability
c. Forecast trends in occupancy, budget for room sales, average rate and other revenue.
d. Develop and implement strategies to achieve a larger market share and attract new segments.
e. Develop & implement strategies for optimization of sale of rooms inventory & maximization of ARR.
f. Responsible for the preparation of capital and operational budgets for his department
g. Responsible for Recommending changes in methods, equipment and staff as per requirement
h. Ensures safety and security of guest belongings in guest rooms, luggage room and guest lockers
i. Ensures room folios are correctly maintained and payment received as per billing instructions given
j. Responsible for adherence to all statutory requirements such as C-forms, Arrival and departure reports, encashment certificates, etc
k. Ensures guest privacy, safety and security at all times within Hotel premises
l. Makes conscious & continuous endeavour to meet new clients & maintain congenial relationship with existing clients
m. Ensures all records and documents are maintained as per standards laid down by the management
n. Manage the Guest History System and effectively use the guest profiles
o. To control group and individual reservations to ensure maximum occupancy
p. To co-ordinate with the sales department for sales promotion
q. To ensure that policies and procedures laid down by the management are followed
r. To maintain good relations with present and prospective clients
s. To control day to day credit given to guests
t. To co-operate with other departments so that the total activity contributes to ultimate satisfaction of guests
u. To set a high standard of work performance & attendance of all employees of the department & by consistent supervision ensure the maintenance
of this standard
v. To ensure constant follow-up on guest history.
w. To ensure the completion and follow-up of new and pending maintenance work
x. To ensure regular sales calling for promoting business
y. To send out periodic statistical data to the concerned departments
z. To train the front office staff in co-ordination with the training manager
aa. Responsible for preparing duty rosters for is team.
1.4 ASSISTANT FRONT OFFICE MANAGER / GUEST RELATIONS EXECUTIVE / LOBBY MANAGER
Job Position : Assistant FOM / Guest Relations Executive/ Lobby Manager

Responsible To : Front Office Manager / General Manager
Job Definition : To sell rooms to optimum capacity ensuring maximum revenue. To handle all guest requests/ complaints effectively
to ensure complete guest satisfaction

a. To help and assist the Front Office Manager in organising and running the department
b. To be warm, friendly and courteous to guests
c. To achieve optimum sale of rooms through proper yield management
d. To make and monitor the duty roster of the departmental staff
e. To supervise the reception counter
f. To check all VIP rooms
g. To deputize for the front office manager in his absence or whenever required to do so
h. To initiate action on all mail coming into the department
i. To initiate action on all group bookings and block rooms in the reservation register
j. To complete statistics maintained on a daily/ weekly or a monthly basis as per procedure
k. To follow up with the local travel agent for requirements of a group before their arrival
l. To maintain appropriate guest history records
m. To greet guests on arrival and provide timely assistance at check-in
n. To advise the general manager of all VIP arrivals and also to escort all VIP’s to their rooms
o. To report on a weekly basis, all views, suggestions/ comments of guests’ met
p. To assist guests immediately if they have any problems with the services provided by the Hotel
q. To pay special attention to special requests on rooms, services and complaints of house guests

r. To ensure proper compliance with the unit and corporate policies with regard to lobby administration
s. To promote sales and develop business contacts for the Hotel and the company
t. To render assistance to the front office cashiers and the night auditor
u. To keep constant contact with related departments such as HK, engineering, F&B service & others
v. To arrange for outside errands required by guests and management
w. To keep a check on guest elevator services and ensure their smooth operation
x. To take rounds of the entire Hotel to ensure smooth operation in all areas
1.4 FRONT OFFICE ASSISTANT
Job Position : Front Office Assistant

Category : Staff
Responsible To : Assistant Front Office Manager / Front Office Manager
Job Definition : To attend to guests courteously and deal promptly with their requests and queries

a. To have detailed information about the Hotel, city as well as the competition
b. To have detailed information regarding arrivals and room requirements
c. To have up to date information on daily room occupancy
d. To check on VIP reservations, complete their pre-registration formalities and extend to them the regular courtesies
e. Maintain statutory records of all arrivals and departures, vis-à-vis C-forms, A & D Register etc. and make sure they are submitted to the
government authorities in a timely manner.
f. To allocate rooms to all arriving guests
g. To maintain up-to date information on room rates, current promotions, offers and packages
h. Sell higher priced rooms and other facilities through proper salesmanship.
i. To maintain all guest folios in the manner instructed and type out necessary guest details into the system
j. To co-ordinate with housekeeping for clearing of rooms
k. To prepare, understand and communicate all relevant daily, weekly and monthly reports and statistics
l. To maintain and settle the guest ledger rendering accountability for the days transactions
m. To encash foreign exchange as per regulations

n. To maintain guest lockers for safe custody
o. To handle all incoming telephone calls as per standards instructed
p. To maintain a physical count of all room keys in each shift
q. To ensure that all check-ins and check-outs are handled smoothly without unnecessary delay or discomfort to any guest
r. Attend to the reservation queries on telephone, by person, by mail, e-mail, telegrams etc.
s. Fill in reservation forms, feed in reservation on computers & file reservation forms & other related correspondence in month-wise, date-wise
files.
t. To ensure that proper records are maintained for all telephone calls from the rooms
u. To ensure that all transactions are supported with vouchers
v. To ensure accurate cash handover
w. Handle scanty baggage and walk-in guests diligently.
x. Know room history namely, location, view, bed arrangement, rate, theme (if any), etc.
y. To give proper and complete handover to the next shift
z. To handle all guests without bias or prejudice
aa. To follow the house rules and policies laid down by the management
bb. To adhere to strict grooming and hygiene standards
cc. To consciously and continuously strive to better his/ her skills and increase his/ her knowledge
1.6 RESERVATIONS ASSISTANT
Job Position : Reservations Assistant

Category : Staff
Responsible To : Assistant Front Office Manager, Front Office Manager
Job Definition : To attend to guests courteously and warmly and deal promptly with their room reservations

a. To courteously and promptly handle all reservation requests on the telephone and by mail
b. To maintain correspondence for each reservation request as per date and month
c. To constantly update the reservation register
d. To be well informed of the Hotel facilities, promotions, offers and packages

e. To utilize the techniques of up selling and suggestive selling to maximize revenues
f. To be well informed of the discounting policy of the Hotel and the company
g. To follow confirmation schedules as per instruction
h. To make necessary amendments to a guest booking
i. To follow up for pending vouchers and or letters
j. To transfer the completed correspondence envelope to the front desk one day prior to guest arrival
k. To carry out any duties assigned by the Manager
l. To follow the house rules and policies laid down by the management
n. To consciously and continuously strive to better his/ her skills and increase his/ her knowledge
1.7 TELEPHONE OPERATOR
Job Position : Telephone Operator

Category : Staff
Responsible To : Front Office Manager / Asst Manager
Job Definition : To handle all incoming, outgoing & in-house calls, at the telephone exchange installed in the Hotel, as per standards
communicated. Telephone calls are often the guests’ first contact with the Hotel. Telephone operator’s must provide excellent service at all times by
ensuring promptness, courtesy and warmth

a. To attend all incoming calls immediately
b. To identify the Hotel for all incoming calls and extend a warm greeting
c. To ensure helpfulness to any caller requiring attention
d. To provide special attention to callers on ‘hold’
e. To use the guest’s name whenever possible
f. To handle trunk calls and overseas calls
g. To handle wake calls and ensure timely service
h. To follow all operational procedures within the department
i. To ensure proper use and maintenance of equipment installed

j. To remain constantly updated with information so as to be able to provide maximum assistance to the guest
k. To maintain accurate time records for all trunk calls
l. To attend to all telephonic complaints in time
m. To keep the area of work clean at all times
n. To ensure that bills are accurate and submitted in time to the front office
o. To assist in providing proper information necessary to make various periodic statements and to assist actually in making the statements
p. To operate various systems/ equipment located in the exchange
q. To handle all guests without bias or prejudice
r. To follow the house rules and policies laid down by the management
s. To adhere to strict grooming and hygiene standards
t. To consciously and continuously strive to better his/ her skills and increase his/ her knowledge
1.8 BELL BOY
Job Position : Bell Boy

Category : Staff
Responsible To : Front Office Manager, Assistant Front Office Manager
Job Definition : To attend to all errands & take care of guest C/In & C/O in strict accordance with laid out policy & procedures

a. To greet all guests on arrival as per standards instructed
b. To welcome guests warmly and courteously to the Hotel
c. To escort all FIT arrivals to their allotted rooms as per standards instructed
d. To take guest baggage to their allotted room on guest arrival
e. To collect baggage from a departure room as per instruction from the front desk
f. To assist during room changes
g. To operate the guest elevators
h. To tag all guest luggage with guest name and room number
i. To ensure the safety and security of guest baggage in the luggage room
j. To ensure that the lobby, lobby seating and reception area is clean and orderly at all times

k. To carry out external errands for the guests
l. To carry out the task of paging the guest
m. To bid a warm farewell to each guest on departure
n. To carry out any duties assigned by the Manager
o. To follow the house rules and policies laid down by the management
p. To adhere to strict grooming and hygiene standards
q. To consciously and continuously strive to better his/ her skills and increase his/ her knowledge
1.9 DOORMAN
Job Position : Doorman

Category : Staff
Responsible To : Front Office Manager/ Assistant Manager- Front Office
Job Definition : To open the doors for all visitors to the Hotel and welcome them

a. To open the front doors for all visitors as per procedure laid out
b. To open the car door for guests ensuring that ladies and the elderly take precedence over gents
c. To ensure cleanliness and tidiness of the Hotel entrance at all times
d. To ensure the cleanliness of the front doors at all times
e. To smile and speak courteously to all guests
f. To give directions to guests
g. To assist guests with any requests that they may have
h. To carry out any duties assigned by the Manager
i. To follow the house rules and policies laid down by the management
j. To adhere to strict grooming and hygiene standards
k. To consciously and continuously strive to better his/ her skills and increase his/ her knowledge

1.10 PARKING VALET / DRIVER
Job Position : Parking Valet/ Driver

Category : Staff
Responsible To : Front Office Manager/ Assistant Manager- Front Office
Job Definition : To park all guest vehicles and act as driver for the Hotel if required

a. To park all guest vehicles safely, as per procedure laid out
b. To hand over the keys of all guest vehicles, with parking tags, at the front desk
c. To undertake all tasks requiring driving to and fro to a given destination, when required to do so
d. To ensure maintenance and repair of the vehicle(s) assigned to him
e. To keep vehicles clean at all times
f. To speak courteously and as per standards instructed, to all guests at all times
g. To undertake outstation trips if required
h. To carry out any duties assigned by the Manager
k. To consciously and continuously strive to better his/ her skills and increase his/ her knowledge

1.11 EXECUTIVE HOUSEKEEPER
Job Position : Executive Housekeeper
Category : Department Head / Executive
Responsible To : General Manager, Corporate Housekeeper
Job Definition : Responsible for excellent upkeep of the entire Hotel. With this end in view to organise, supervise and co-ordinate the
functions of his/ her department for safety, cleanliness, and General maintenance order and establishment renovation
a. To supervise all housekeeping operations and to take daily inspection rounds of the Hotel
b. To check the departmental log book maintained by the supervisors and maintain liaison with the laundry
c. Supervise and direct the daily activities of all Housekeeping staff and are responsible for the efficient and smooth operation of the department.
d. Lay down service standards regarding cleanliness, amenities and maintenance in rooms and public areas and ensure adherence to them.
e. Responsible for the stock and upkeep of all room and F&B linen in the hotel.
f. Responsible for stock and upkeep of all hotel uniforms
g. Monitor and control consumption of guest and cleaning supplies, devise methods for optimal usage of cleaning supplies
h. Ensure through regular monitoring of guest feedback, prompt, efficient and accurate service to all guests.
i. Plan and implement cleaning schedules for rooms and public areas.
j. Monitor productivity standards and Schedule staff in order to optimize manpower.
k. Ensure that all the operational standard procedures set for all the processes/activities/situations are followed (Key Control, Lost & Found etc).
l. To plan departmental budget and to ensure effective inventory controls
m. To plan & schedule all renovations & regular maintenance of rooms in advance, in consultation with the front office manager & the chief engineer
n. To check on lost and found property controls
o. To see to guest requests, VIP’s, baby sitting and call on ailing guests
p. To ensure that all equipment required for the cleaning and maintenance of rooms and public area are kept in good working condition
q. To organise pest control schedules for the entire hotel in coordination with various departments.
r. To ensure the gardening, horticulture and flower arrangements of the hotel are as per the prescribed standards
s. To participate in the selection of staff for the department
t. To plan training programmes and train supervisory and other staff in the department with the assistance of the training manager
u. To take performance reports of all the staff with the assistance of the Assistant Housekeeper and the Supervisory staff
v. To attend the General Managers Meeting, F&B department Meeting and the Rooms Division Meeting
w. To conduct staff meetings in the department

1.12 HOUSEKEEPING SUPERVISOR
Job Position : Housekeeping Supervisor

Category : Supervisor
Responsible To : Executive Housekeeper
Job Definition : In - charge of day to day supervision of all service personnel working in assigned areas of the Hotel. Responsible for
the proper cleaning and appointment of guest rooms and public area under his/ her control. Responsible for the maintenance and supervision of
service specifications and proper training of housekeeping staff

a. To conduct shift wise briefings and assign daily duties to all housekeeping personnel
b. To prepare cleaning schedules for various areas of the hotel
c. To check each finished room with special emphasis on bathrooms, bath tubs, WCs , wash basins, beds, carpets and all other fixtures and furniture
d. To check all par stocks of linen on floors & ensure timely delivery of linen from the linen room to the floors
e. To ensure strict adherence to linen and uniform exchange procedures and timings and to bring damaged or misused linen / uniforms to the
attention of the Executive Housekeeper.
f. To maintain floor pantries and trolleys in a clean and orderly manner
g. To immediately report lost & found items and ensure adherence to lost and found procedures of the hotel
h. To check and complete weekly and daily cleaning schedules and report about it daily.
i. Responsible for all equipments its handling, handing over upkeep & maintenance especially vacuum cleaners.
j. To maintain regular and complete advance schedule for annual and periodic maintenance
k. To ensure detailed checking of all public areas
l. To ensure detailed checking of all back of the house and out areas of the hotel
m. To liaison with the engineering department for day to day maintenance work, to follow up and ensure completion of the same
n. To supervise all laundry operations and timely exchange of linen, uniforms and guest laundry
o. To follow up on daily flower requirements of the hotel in public areas as well as F&B areas of the hotel
p. To requisition for and maintain stocks of all cleaning chemicals and cleaning supplies
q. To supervise pest control operations in various areas of the hotel
r. To ensure adherence to DND procedures
s. To ensure proper handling and record keeping of all master keys of the hotel
t. To ensure upkeep and proper handling of all Housekeeping equipment
u. To maintain the daily log book and other records, follow up on occupancy reports, Expected Arrivals and Departures and coordinate clearance of
rooms to the Front Office Department

v. To handle the Housekeeping desk from time to time as per the guidelines and procedures laid out
w. To handle guest queries and complaints in a polite and courteous manner
x. To adhere to strict grooming and hygiene standards
1.13 ROOM ATTENDANTS / HOUSEMAN
Job Position : Room Attendants/ Houseman

Category : Staff
Responsible To : Executive Housekeeper, Housekeeping Supervisor
Job Definition : To maintain the guest bedrooms & bathrooms as per the standards laid down by the management. Also to clean the
public area in the Hotel

a. To clean guest bedrooms and replenish supplies
b. To clean guest bathrooms and replenish supplies
c. By the end of his shift, the boy should be able to complete a maximum of 12 to 14 rooms per floor.
d. To report missing or damaged Hotel property to the supervisor
e. To maintain a polite, dignified and helpful attitude towards guests
f. To clean all carpeted space with the help of a vacuum cleaner
g. To clean guest corridors, elevators and wash rooms using the right chemicals and as per procedure
h. To carry out spring cleaning as and when instructed by the supervisor
i. To clean and polish floors
j. To set up the housekeeping pantry area and the housekeeping trolleys
k. To communicate maintenance requests in guest rooms to the housekeeping desk
l. To maintain par stocks in the housekeeping pantry

1.14 HOUSEKEEPING DESK ATTENDANT
Job Position : Housekeeping Desk Attendant

Category : Staff
Job Definition : To act as information and transmitting centre for all communication within the department and between guests and the
department as well as between the department and other departments

a. To deal with the entire HK department through the telephone with the purpose of making a note & forwarding all communication for necessary
action
b. To maintain direct link between FO & the HK supervisor to clean all vacated rooms so as to maintain vacant clear room inventory
c. To receive various maintenance orders and prepare a maintenance slip to forward to the engineering department after recording in the
housekeeping maintenance register, as per procedure
d. To prepare proper room status report on the basis of occupancy lists received from guest floors
e. To transmit all the information received from the FO to the HK supervisor for necessary action with regard to rooms allotted to VIP’s, scanty
baggage etc
f. To receive all guest messages, complaints and requests with regard to housekeeping and to transmit them for necessary action
g. To handle all lost and found enquiries
h. To handle the issue and retrieval of all keys under the charge of housekeeping
i. To be courteous and patient, speak in a clear and pleasant voice and to be able to grasp a guest’s request or complaint at the first explanation.
Should also have a good command over the English language
j. To be conversant and familiar with all areas of the Hotel, so as to ensure correct and swift compliance of any orders and actions
k. To distribute and receive back all master keys and other keys
l. Maintain record of all extra items like heater, hot water bottle, hard pillows etc issued to guests on request
m. Maintain the availability of all records and registers like- lost and found, attendance, uniforms etc
n. To adhere to strict grooming and hygiene standards

1.15 UNIFORM AND LINEN ROOM ATTENDANT
Job Position : Uniform and Linen Room Attendant

Category : Staff
Job Definition : Responsible for effective functioning of the uniform and linen room in order to ensure the required standards with
regard to Hotel linen and employee uniforms

a. Responsible for the proper upkeep and required standards of linen and uniforms
b. To check and ensure that uniforms are properly cleaned and ironed before issue
c. To undertake routine checks on the condition of the Hotel linen and uniforms
d. To ensure proper control on the issue of clean linen and uniforms
e. To check continually with the laundry for his/her requirements
f. To ensure control of inventory both periodic and weekly
g. To maintain proper par stock in circulation
h. To issue uniforms to all Hotel employees
i. To count the soiled uniforms/ linen received and ensure their proper delivery to the laundry
j. To maintain records of linen and uniforms
k. To carry out detailed and thorough checking of all items for mending
l. To adhere to strict grooming and hygiene standards

1.16 FOOD AND BEVERAGE MANAGER
Job Position : Food and Beverage Manager
Category : Departmental head
Job Definition : To organise, develop, operate & administer all the Food & Beverage Outlets.
a. Responsible for food and beverage service in all pre-determined service areas
b. To work in co-ordination with the Executive Chef for the development of new menus and menu changes
c. To plan for and schedule manpower, equipment and supply requirements for the F&B service department
d. To improve employee productivity and food quality by selecting the most flexible facility design and the best layout and equipment
e. Responsible for hiring, training and proficiency of employees in F&B Service department
f. To determine & evaluate menu planning, style, design, marketing effectiveness & pricing for the best competitive advantage
g. To formulate & adapt sample forms for easier planning, purchasing, pricing, safety & recipe development activities
h. To assess profitability by comparing budgeted F&B costs with actual costs based on standard recipes & recipe costs
i. To consult with the Executive Chef & decide the price structure for various items in the menu in relation to competition
j. To recommend F&B service standards and specifications in clear relation to industry standard, Hotel policy and external competition
k. Retain guests and enhance guest loyalty through introduction of various schemes, food festivals or other retention programmes.
l. Review the monthly profit and loss statement for various outlets .
m. To originate and approve the general stores requisition, beverage requisition and the kitchen requisition as per weekly/ daily schedules planned.
n. To maintain par stocks for silverware, china, linen, dry food stuff, stationary and non-alcoholic beverages. Also, to revise these par stocks as per
seasonal changes
o. To recommend the periodic purchase of special items both domestic and imported
p. To initiate programmes on guest recognition, and put forth various incentives to achieve guest recognition in various outlets
q. To ensure co-ordination with the F&B controller:
 To take constant rounds with the F&B controller to ensure that the control procedures laid down by the management are implemented
 To conduct regular tastings of various food items/ canned items/ soft drinks/ Indian spirits at regular intervals, so as to ensure that best
possible quality is maintained and procured for the Hotel
r. To keep abreast with the competition by conducting periodic competition and market surveys
s. To conduct a menu engineering exercise annually to be able to identify the fast moving and slow moving items on the menu(s)
t. To ensure that pay-rolls are kept at the lowest level in the department, and ensure the maximum utilization of manpower available
u. To conduct method studies to eliminate manpower wastage and increase productivity

v. To plan & conduct food festivals & promotions to up sell the slow moving & non-moving items on the menu(s)
w. In consultation with the executive chef, to remove those items from the menu which are non- moving and introduce better replacements.
x. To ensure reasonable variety on daily buffets
y. Responsible for maintaining reasonable cost control in the department without compromising on quality
z. To keep wastage of food to the minimum, by timely buffet replenishment, controlling food wastage, ensuring appropriate portions & checking
pilferage
aa. To account for the spoilage of food and beverage items and breakage of glassware and china
bb. To maintain & enforce such systems & methods in the area of F&B service as laid down by the management
cc. To develop new and superior methods of professional food and beverage service
dd. To ensure proper accounting of all guest cheques and staff tips
ee. To ensure that all banquet functions are conducted in a pre-planned manner, keeping the guest’s request in mind. Also to ensure that such events
do not disturb guests in other areas of the Hotel
ff. To ensure regular sales calling for promoting business. Maintain regular contacts with corporate and individual customers, and build strong
relationships with them.
gg. Develop & implement strategies to achieve a larger market share & attract new segments, for the various outlets.
hh. To ensure that all room service orders are served in standard time, as per guest request and with proper professional etiquette
ii. To prepare the capital and operational budgets for his department
jj. To conduct daily briefings and ensure that shift beginning and shift end briefings are being held at the beginning and end of each shift
kk. To be present in the area of operation at the peak operation hours
ll. To ensure that employees in the department conform to house rules and policies of the Hotel
mm. To work closely with the Banquet Manager, Assistant Managers in the F&B Service Area/ restaurants, & the Kitchen Steward for the attainment
of profit, quality & service standards of the department & the Hotel
nn. To initiate the performance evaluation of his subordinate staff
oo. To formulate and ensure adherence to Service standard.
pp. To ensure the grooming of his staff as per the standard laid down by the management
qq. To personally meet with ailing guests or guests with special requests. Also, to meet with any guest who has a complaint regarding food or a beverage or
service provided by staff in his department
rr. To ensure proper sanitation and safety in the operations of the F&B department

1.17 ASSISTANT MANAGER – F&B / FOOD AND BEVERAGE EXECUTIVE
Job Position : Assistant Manager - F&B / Food & Beverage Executive
Responsible To : General Manager, F&B Manager
Job Definition : To organise, develop, operate & administer the F&B pre-determined service area that has been assigned to him/ her.
a. Responsible for food and beverage service in the pre-determined area assigned to him / her
b. To conduct the functions of the F&B Manager in his absence
c. To recommend F&B service standards and specifications in clear relation to industry standard, Hotel policy and external competition
d. To originate and approve the general stores requisition, beverage requisition and the kitchen requisition as per weekly/ daily schedules planned.
e. To maintain par stocks for silverware, china, linen, dry food stuff, stationary and non-alcoholic beverages. Also, to revise these par stocks as per
seasonal changes
f. To recommend the periodic purchase of special items both domestic and imported
g. To keep abreast with the competition by conducting periodic competition and market surveys
h. To conduct a menu engineering exercise annually to be able to identify the fast moving and slow moving items on the menu(s)
i. To analyse guest comments & ensure that the negative factors in food quality and service are removed without causing further damage
j. To help in uniform inspections of service personnel and co-ordinate with the housekeeper for improvements, if any
k. To plan & conduct food festivals & promotions to up sell the slow moving & non-moving items on the menu(s)
l. To ensure the timely pick-up and replenishment of all buffets
m. To ensure reasonable variety on daily buffets
n. To make random checks and ensure that the quantities of various items indicated in the records are the same as the physical inventory
o. To ensure that pest control is done at regular intervals and regular schedules are maintained for the same
p. Responsible for maintaining reasonable cost control in the department without compromising on quality
q. To keep wastage of food to the minimum, by timely buffet replenishment, controlling food wastage, ensuring appropriate portions and checking
pilferage
r. To account for the spoilage of food and beverage items and breakage of glassware and china
s. To maintain and enforce such systems and methods in the area of F&B service as laid down by the management
t. To develop new and superior methods of professional food and beverage service
u. To ensure proper accounting of all guest cheques and staff tips
v. To ensure that all room service orders are served in standard time, as per guest request and with proper professional etiquette
w. To conduct daily briefings and ensure that shift beginning and shift end briefings are being held at the beginning and end of each shift
x. To be present in the area of operation at the peak operation hours

y. To ensure that employees in the department conform to house rules and policies of the Hotel
z. To initiate the performance evaluation of his subordinate staff
aa. Supervise the Mis-en-place and the service operation of the staff. Must comply the restaurant checklist before each meal period.
bb. To formulate and ensure adherence to Service standard.
cc. To ensure the grooming of his staff as per the standard laid down by the management
dd. To personally meet with ailing guests or guests with special requests. Also, to meet with any guest who has a complaint regarding food or a
beverage or service provided by staff in his department
ee. To ensure proper sanitation and safety in the operations of the his/ her department
1.18 CAPTAIN
Job Position : Captain
Responsible To : F&B Manager, Assistant F&B Manager
Job Definition : To organize, supervise & train all service personnel in his department with a view to providing fast & courteous
service to guests
a. To organize train and supervise over the restaurant / in-room-dining / bar service staff for the purpose of giving satisfactory service to guests
b. To be able to take complete charge in the absence of the restaurant manager
c. To develop restaurant sales through setting high standards of service to guests
d. To conduct daily briefings and allot duties to subordinate staff
e. To acquire thorough knowledge of food and beverage control procedures and implement the same
f. To handle guest complaints and ensure guest satisfaction through immediate action
g. To inspect table cover layouts and equipment placement and settings before commencement of service
h. To inspect all service staff
i. To plan the staff duty roster with the approval of the manager in charge
j. To co-ordinate with housekeeping for proper, clean and adequate supply of restaurant linen as per par stocks
k. To co-ordinate with engineering for maintenance of the fittings and equipment in the service area
l. To consciously and continuously strive to better his/ her skills and increase his/ her knowledge
In addition to the above mentioned duties and job functions, any other assignment given on an occasional basis or daily basis by the immediate superior or
the management.
1.19 STEWARD
Job Position : Steward

Category : Staff
Responsible To : F&B Manager, Assistant F&B Manager, Captain
Job Definition : To ensure the service of food and beverage to the guest with appropriate courtesy and efficiency

a. To develop restaurant sales by setting high standards of service
b. To ensure complete preparation of restaurant/ room service / bar / banquet hall mis-en-place before the area opens for operation
c. To take the guest order correctly and with appropriate courtesy
d. To assist the guest in choosing the best items on the menu, thereby increasing sales, by up selling and suggestive selling
e. To handle all guests without bias or prejudice
f. Build relationships with guest and staff – utilizing the guest history program to recall personal preferences in order to anticipate and exceed
guests expectations
g. To write out guest cheques & ensure their proper processing by presenting them to guests & en-cashing the same
h. To assist the captain in preparing the general stores requisition
i. To carry out any duties assigned by the Captain/ Manager
j. To follow the house rules and policies laid down by the management
k. To adhere to strict grooming and hygiene standards
l. To consciously and continuously strive to better his/ her skills and increase his/ her knowledge

1.20 BARTENDER
Job Position : Bartender

Category : Staff
Job Definition : Organize the bar counter for courteous and prompt service and ensure guest satisfaction through properly mixing and
serving of cocktails and drinks

a. To organize the bar counter every morning with all the drinks available in the right place
b. To keep the bar counter clean neat and attractive
c. To ensure the proper functioning of all bar equipment
d. To requisition and replenish liquor on the basis of the previous days consumption
e. To prepare the garnishes for service
f. To collect food from the kitchen to be served in the bar
g. To have thorough knowledge of cocktails, liquor and mixing
h. To ensure that the correct and clean glassware is available for the various drinks to be served
i. To have a thorough knowledge of all beverages, cocktails, mocktails
j. To prepare and serve beverages with flourish and flair
k. To know thoroughly the food & beverage control procedures & implement the same including statutory records
l. To ensure appropriate service to each guest as per pre determined standards laid down by the management
m. To generate guest checks if required and ensure their proper processing by presenting them to guests and receiving payment for the same
n. To assist the captain in preparing the general stores and beverage stores requisition
o. To carry out any duties assigned by the Captain / Manager
p. To follow the house rules and policies laid down by the management
q. To adhere to strict grooming and hygiene standards
r. To consciously and continuously strive to better his / her skills and increase his / her knowledge

1.21 HOSTESS
Job Position : Hostess

Category : Staff
Job Definition : To continually strive for the development of sales in the restaurant by maintaining the highest standards in guest
handling

a. To maintain reservations and allocate tables
b. To welcome guests to the restaurant in an appropriately warm and courteous manner and guide them to their tables, help them to get seated and
present them the menu
c. To coordinate with the other service personnel in the restaurant for overall operational efficiency. Particularly through proper maintenance of
reservations, allocation of tables so as to facilitate service by appropriate distribution of work load
d. Maintaining menus and other guest supplies and special equipment entrusted to her by the management
e. To take the guest order correctly and with appropriate courtesy
f. To assist the guest in choosing the best items on the menu, thereby increasing sales, by up selling and suggestive selling
g. To handle all guests without bias or prejudice
h. To carry out any duties assigned by the Captain/ Manager
k. To consciously and continuously strive to better her skills and increase her knowledge

1.22 ROOM SERVICE ORDER TAKER
Job Position : Room Service Order Taker

Category : Staff
Responsible To : Food and Beverage Manager
Job Definition : Responsible for taking F&B orders from guest over the telephone & relaying the same information to the service staff

a. To take food and beverage orders at the room service for the relevant meal period
b. To attend to all calls as per Hotel standards
c. To speak courteously to the guest and answer promptly to all guest queries
d. To assist the guest in choosing the most appropriate food and beverage item
e. To ensure accuracy by repeating the order
f. To write down the order systematically on a ‘kitchen order ticket’ (KOT)
g. To utilize the techniques to up selling and suggestive selling so as to enhance room service revenues
h. To keep all checks in serial order
i. To ensure clearance from rooms as per time requested
j. To deputize for the cashier as per requirement
k. To assist the room service captain in tray set-ups and clearance
l. To ensure the availability of all kinds of stationary at all times
m. To co-ordinate with kitchen stewarding for the availability of silverware, glassware and china at all times
n. To co-ordinate with the kitchen for ‘not-available’ items
o. To use the standard phrases given by the management

1.23 EXECUTIVE CHEF
Job Position : Executive Chef

Category : Departmental head
Responsible To : General Manager, Corporate Chef
Job Definition : To organise, develop, operate and administer the main kitchen and all satellite kitchens producing delectable food at a
pre-determined cost and strictly in time for service

a. Responsible for food production in all the kitchens
b. To assist the F&B Manager in the development of new menus and menu changes in coordination with Corporate Chef
c. To recommend to the F&B Manager the price structure for various items in the menu in coordination with Corporate Chef.
d. To recommend food & beverage standards & specifications & portions in clear relation to prices & external competition
e. To originate and approve the daily requisition while ordering meats, dairy products, fresh fruits and vegetables. To also set the minimum levels of
inventory for perishables in coordination with Corporate Chef.
f. Devise methods for optimal use of raw materials & fuel and maintain the budgeted food cost.
g. Ensure availability of stock & raw materials through proper planning & co-ordination with Purchase.
h. Monitor adherence to Safety, Hygiene and Cleanliness standards.
i. To recommend the periodic purchase of special items, orders of canned and dried fruits, dried food items both domestic and imported
j. To recommend the purchase of new items and delete the purchase of existing items which do not move
k. Responsible for maintaining reasonable cost control in food preparation
l. To keep wastage of food to the minimum at all stages of food production
m. To account for the usage, consumption, spoilage & control of all food stuff produced or stored under his supervision
n. To attend the GMs & F&B managers meeting & to conduct departmental meetings whenever necessary
o. To maintain & enforce such systems & methods in the area of F&B production as laid down by the management
p. To develop new products and improve on existing recipes and research new methods of food preparation
q. To ensure that employees in the department conform to house rules and policies of the Hotel
r. To work closely with the Banquet Manager, Assistant Managers in the F&B Service Area/ restaurants & the Kitchen Stewarding for the
attainment of profit, quality & service standards of the department & the Hotel
s. To initiate the performance evaluation of his subordinate staff
t. To formulate and ensure adherence to standard recipes.
u. To ensure that the main kitchen and all the satellite kitchens are clean at all times
v. To ensure that employees in the department conform to hygiene and sanitation practices

w. To personally supervise the maintenance of proper cooking, thawing and storage temperatures for all raw and cooked food in his/ her department
x. To keep abreast with the competition by conducting periodic competition and market surveys
y. To be actively involved in the purchase committee for ordering kitchen supplies & equipment as per requirement
z. To ensure regular sales calling for promoting business
aa. To undertake the responsibility for the following in the absence of a Kitchen Stewarding Executive:
 Responsibility for food and service made available for the staff in the cafeteria
 To ensure that prescribed cleaning formulae are being used to maintain highest possible standards of cleaning
 To develop standard procedures for new tasks and changed conditions
 To co-ordinate with the receiving manager for checking of the equipment in order to ensure conformity with specified/ expected standards
 To co-ordinate pest control operations for all the kitchens
 To make conscious and continuous efforts to develop local suppliers to substitute imported/ expensive items
1.24 SOUS CHEF
Job Position : Sous Chef

Responsible To : General Manager, Food & Beverage Manager, Executive Chef
Job Definition : To organise, develop, operate & administer the main kitchen as per standards & recipes developed by the executive
chef. Also, to handle independently one or more of the satellite kitchens assigned to him

a. To look after the function of the executive chef in his absence
b. To approve requisitions from stores for stations assigned
c. Responsible for all food production in the area assigned to him
d. Responsible for overall food cost control without affecting standards & procedures as laid out by the mgmt.
e. To account for the usage, consumption, spoilage & control of food stuff produced & stored under his supervision
f. Responsible for the preparation of mis-en-place at all stations
g. Responsible for maintaining all attendance records
h. To recommend the periodic purchase of special items, orders of canned and dried fruits, dried food items both domestic and imported
i. To keep wastage of food to the minimum at all stages of food production

j. To maintain & enforce such systems & methods in the area of F&B production as laid down by the mgmt.
k. To ensure that employees in the department conform to house rules and policies of the Hotel
l. To work closely with the Banquet Manager, Assistant Managers in the F&B Service Area/ restaurants, & the Executive Kitchen Steward for the
attainment of profit, quality and service standards of the department and the Hotel
m. To initiate the performance evaluation of his subordinate staff
n. To ensure that the main kitchen and all the satellite kitchens are clean at all times
o. To ensure that employees in the department conform to hygiene and sanitation practices
p. To personally supervise the maintenance of proper cooking, thawing and storage temperatures for all raw and cooked food in his/ her department
q. To keep abreast with the competition by conducting periodic competition and market surveys
r. To facilitate the timely pick-up of food orders placed by the service staff
s. To co-ordinate with the engineering department for maintenance of all kitchen equipment. Also to ensure proper and adequate supply of gas
t. To undertake the responsibility for the following in the absence of a Kitchen Stewarding Executive:
 Responsibility for food and service made available for the staff in the cafeteria
 To ensure that prescribed cleaning formulae are being used to maintain highest standards of cleaning
 To co-ordinate with the receiving manager for checking of the equipment in order to ensure conformity with specified/ expected standards
 To co-ordinate pest control operations for all the kitchens
 To make conscious & continuous efforts to develop local suppliers to substitute imported / expensive items
1.25 CHEF DE PARTIE
Job Position : Chef de Partie

Responsible To : Executive Chef, Sous Chef
Job Definition : Responsible for food production and waste control in his area

a. Responsible for all food production in the area assigned to him
b. To assure conformance to all food production standards and specifications set by the executive chef
c. To control usage and eliminate wastage with a view to minimising food costs
d. To maintain a high standard of cleanliness in his station

e. To make out daily requisitions for the supplies needed with the approval of the executive chef or the Sous Chef
f. To upkeep all equipment used in his section
g. To work with all other sections and maintain harmony in the main kitchen
h. To train and supervise kitchen personnel in his station
i. To ensure that employees in the department conform to house rules and policies of the Hotel
j. To initiate the performance evaluation of his subordinate staff
k. To ensure that kitchen personnel in his station conform to hygiene and sanitation practices
l. To personally supervise the maintenance of proper cooking, thawing and storage temperatures for all raw and cooked food in his/ her station
m. To facilitate the timely pick-up of food orders placed by the service staff
1.26 COMMIS
Job Position : Commis

Category : Staff
Responsible To : Executive Chef, Sous Chef, Chef De Partie
Job Definition : Responsible for all soup, sauces & food preparation as per menu & orders of chef

a. To assist chef de partie in preparing food according to the requirements or recipes or standards, and the specifications for his department
b. To prepare the mis-en-place as required by the daily menu
c. To maintain his work station and area in clean and orderly condition at all times
d. To advise his supervisor on items in short supply and book the same as needed from stores after getting the approved requisition
e. To carry out any duties assigned by the chef
f. To follow the house rules and policies laid down by the management
g. To adhere to strict grooming and hygiene standards
h. To consciously and continuously strive to better his/ her skills and increase his/ her knowledge

1.27 KITCHEN STEWARDING EXECUTIVE / SUPERVISOR
Job Position : Kitchen Stewarding Executive / Supervisor
Responsible To : Executive Chef, Food & Beverage Manager
Job Definition : To ensure effective functioning of the KST Department with a view to achieving and maintaining the following:
 High standards of hygiene and sanitation in the kitchens and other assigned areas
 Availability of food service & production equipment in excellent performance condition for the food and beverage department
 Efficient utilization of kitchen and service equipment
a. To make the operational par stocks of the food and beverage operations equipment and to forecast the consumption of these equipment
b. To plan the yearly requirements of china, glassware, silverware, & kitchen equipment and to order them for the Hotel
c. In co-ordination with the F&B manager, executive chef & outlet managers, to work out the capital budget requirements of the restaurant(s) and
the kitchen(s)
d. Responsible for the food and service made available for the staff in the cafeteria.
e. To review with the food and beverage manager all reports concerning the department
f. To maintain and supervise all controls relating to this department as laid down by the management
g. To ensure that the prescribed cleaning formulae are being used to maintain highest possible standards of cleaning
h. To keep himself/ herself well informed of the latest cleaning products, equipments and methods of cleaning
i. To ensure proper maintenance of silverware in the hotel
j. To develop standard procedures for new tasks and changed conditions
k. To co-ordinate with the receiving manager for the checking of the equipment in order to ensure conformity with specified/ expected standards
l. To co-ordinate the pest control operations for the kitchens
m. To make conscious & continuous efforts to develop local suppliers to substitute imported/ expensive items
n. To attend the following meetings:
 Food and Beverage Meeting
 Purchase committee meeting
 Cafeteria committee meeting
 Supervisor’s meeting

1.28 UTILITY WORKER
Job Position : Utility Worker

Category : Staff
Responsible To : Executive Kitchen Steward / Executive Chef / Food & Beverage Manager
Job Definition : To carry out miscellaneous jobs in the department as instructed by the kitchen steward responsible or by other seniors

a. To clean/ wash all soiled kitchen utensils, light and heavy equipment, glassware, silverware and china
b. To clean/ wash all fixed equipment in the kitchen including hoods, filters etc
c. To polish items like glassware, china, silverware and utensils vim, liquid detergent, caustic soda, etc as per cleaning instructions for each item
d. To restock clean glassware, china, silverware & other equipment in designated areas of the Hotel, including the cafeteria
e. To carry the stocks of china, glassware, silverware & equipment etc from the general stores to the kitchen stewarding areas & the stewarding
stores
f. To bring the cleaning material to the stewarding area
g. To operate and maintain different machines in a clean condition
h. To remove leftover food from the dished and dispose it in garbage cans
i. To remove the garbage cans to the garbage room or a pre-defined garbage area and screen them out to take material like glassware, silverware,
china and other items out of it
j. To wash the garbage cans and take them to different areas and keep the garbage room as well as the receiving area clean
k. To keep the locker rooms clean including the wash rooms and the lavatories
l. Responsible for the cleanliness of the entire kitchen back area
m. Responsible for the set-up of display kitchens as per requirement

1.29 CHIEF ENGINEER
Job Position : Chief Engineer
Category : Department Head
Responsible To : General Manager, Corporate Engineer
Job Definition : To supervise, check & execute all activities of his department to ensure guest safety & comfort. These activities will
include ensuring the smooth & appropriate functioning of air conditioning / heating systems, water supply, heat, light & power, & all equipment in
the hotel, while keeping a control on energy costs of the hotel.

a. To supervise all workmen, electricians, plumbers, air-conditioning technicians, carpenters, painters, etc in his department
b. To ensure the most effective use of heat, light and power
c. To constantly check and maintain a checklist pertaining to all equipment installed in the Hotel
d. To schedule all preventive and planned maintenance work for the entire Hotel
e. To prepare capital budget and repair and maintenance budget and present the same for approval
f. To carry out methodically all periodic maintenance
g. To constantly monitor & review spare part requirement & make every effort to develop them indigenously
h. To assist the security officer on a regular monthly basis to work out codes of alarm to be used by key personnel in case of emergency. (This is in
particular reference to fires)
i. To ensure adherence to all statutory requirements such as Sewage Treatment plants, etc.
j. To prepare and develop methods for greater productive and economical operation of equipment by ensuring its optimum upkeep and maintenance
k. To use innovative skills to reduce the operational cost in his own area and any other area possible

1.30 ENGINEERING SUPERVISOR
Job Position : Engineering Supervisor

Responsible To : Chief Engineer
Job Definition : To ensure the preventive maintenance of all machinery and equipment including civil works as per schedule, to
maintain history cards and check-lists of all equipment. To assist the chief engineer in day to day operational activities

a. To ensure the effective running & maintenance of the air conditioning plant and the refrigeration equipment
b. To supervise the operation of the plant room, boiler room, mechanical & electrical works & the control room
c. To ensure the smooth functioning of the generators and supply and storage of diesel
d. To periodically check and supervise the functioning of the gas bank, cylinder replacement, etc.
e. To maintain contact with all equipment suppliers for periodic and emergency servicing and repairs
f. To constantly check on the maintenance jobs in various areas and ensure their timely completion
g. To plan preventive maintenance schedules in all areas including rooms & ensure their timely completion
h. To supervise repairs in case of breakdowns and ensure their timely completion
i. To keep the chief engineer informed of the daily maintenance progress & performance of various machines
j. To officiate for the chief engineer when required to do so
k. To co-ordinate with housekeeping for scheduled maintenance
l. To coordinate with food and beverage and other departments for maintenance of equipment and machinery

1.31 ENGINEERING TECHNICIAN
Job Position : Engineering Technician
Category : Staff
Responsible To : Chief Engineer, Engineering Supervisor
Job Definition : To complete the maintenance work assigned as per area of specialization, competently and completely
a. To complete all maintenance jobs in the specific area of specialization, quickly, accurately & completely
b. To maintain proper records of all tasks completed and pending
c. To ensure proper usage and minimum wastage of spare parts
d. To work in such a manner as to ensure the safety of self and others
e. To give proper and complete handover at the end of his shift
f. To constantly strive to better his skills and abilities
1.32 ACCOUNTS MANAGER
Job Position : Accounts Manager
Responsible To : General Manager / Corporate Finance Controller
Job Definition : To administer, control & develop the accounting function of the Hotel on the basis of the uniform system of accounts in the
company, & to exercise complete control over income, expenditure, cash flow, fixed assets & movable assets of the Hotel in strict accordance with
the company policies and systems. Responsible for maintaining accurate accounting records pertaining to all expense accounts & income accounts
a. Responsible for the daily and recurring operations of the accounts department and the preparation of required financial statements
b. To ensure that the front office and restaurant cashiers, night auditors, stores and receiving clerks carry out their functions properly
c. To maintain on a daily basis all Hotel accounting records in strict accordance with the uniform system of accounting in practice, or in accordance
with the adjusted system of such accounting that may have been modified to suit local needs
d. To provide the financial data to carry out financial analysis of operations so as to assist the management to take corrective actions wherever
necessary
e. Responsible for implementing the credit policy & decisions of the company & maintaining city ledger records
f. To make constant efforts to reduce the outstanding accounts by checking these accounts regularly and initiating action for their settlement
g. To prepare monthly forecasts on sales costs and payroll wherever applicable
h. To prepare annual financial budgets and submit them to the management
i. To maintain payroll records for the entire Hotel
j. To authorize and participate in the discarding of capital equipment, fixtures and material
k. To train and develop his personal on a continuing basis and for this purpose to co-ordinate with the training manager
l. To appraise the performance of his subordinates
m. To ensure wage accounting for the entire Hotel
n. To ensure the deposit of all taxes and provident fund deductions from employees, with the government
1.33 GENERAL CASHIER
Job Position : General Cashier

Responsible To : Accounts Manager
Job Definition : Providing assistance on all matters pertaining to cash collection and deposit

a. To undertake all banking transactions as required
b. To check if all foreign exchange encashment certificates are entered in serial order
c. To provide the restaurant cashiers and other outlets with the change that they require
d. To make all petty cash payments to the employees and record them in the petty cash payment register
e. To fill pay-in-slips of all the incoming cheques to be deposited with the bank
f. To disburse the salaries of all employees at month end

1.34 ACCOUNTS ASSISTANT - PAYABLES
Job Position : Accounts Assistant- Payables

Job Definition : Responsible for liquidating all liabilities incurred by the Hotel after carefully scrutinizing all records and ensuring that they
have been processed accurately. Also responsible for all disbursements of accounts payable

a. To scrutinize all invoices and verify their accuracy
b. To double check invoices with purchase orders and receiving receipts
c. To maintain records of all disbursements as required for company controls
d. In case of payments of large amounts, to enter the amounts in cheque registers and prepare cheques for final signature and disbursement
e. To maintain all records as required by the Hotel
f. To prepare accounts of sundry creditors & advance schedules & tally the same with the control ledger
1.35 ACCOUNTS ASSISTANT - RECEIVABLES
Job Position : Accounts Assistant- Receivables

Job Definition : To check, audit and record all outstanding accounts with a view to obtaining early realization of the same

a. To post daily charges to city ledgers and guest folios
b. To audit pick-up errors, if any
c. To prepare monthly schedule of sundry debts and tally with controls
d. To prepare and submit monthly bills on time
e. To reconcile inter-company accounts
f. To maintain travel agents deposits and commission accounts
g. To follow-up on outstanding collections
h. To ensure up-to-date maintenance of credit card system
i. To adhere to strict grooming and hygiene standards
1.36 RESTAURANT CASHIER
Job Position : Restaurant Cashier

Responsible To : Food & Beverage Manager, Accounts Manager
Job Definition : Responsible to ensure that all services supplied to the guests in F&B service areas are paid for

a. To operate all equipment such as computers, EDC machines etc
b. To maintain income statements
c. To maintain all cash registers and ensure that that they are in proper working order
d. To maintain the pre-determined imprest amount in the cash drawer at all times
e. To ensure the availability of adequate change in his cash drawer
f. To price all items as per menu while preparing restaurant bills
g. To adhere to discounting policies as laid down by the management
h. To scrutinize that all credit checks have been properly signed and the room numbers indicated
i. To ensure prompt delivery of credit checks to the front office cashier for timely posting
j. To account for the ‘bank’ given to him by the management
k. To tally all summary sheets with the checks - both cash and credit
l. To adhere to strict grooming and hygiene standards

1.37 NIGHT AUDITOR
Job Position : Night Auditor

Job Definition : To organise his section with a view to compile, and audit all revenue transactions enacted in all revenue producing
areas of the Hotel. To reconcile all accounting statements pertaining to daily transactions of business including their summarization

a. To carry out all Hotel revenue accounting
b. To post room charges and taxes in any, and to post any charged cheques during the day
c. To reconcile all revenue statements and the balance of all revenue outlets with machine and controls
d. To balance and account for all city ledger transfers
e. To prepare summary report of total revenue as posted from different outlets
f. To carry out all cash and other transactions as performed by shift cashiers
g. To ensure the accurate accounting of all revenue that has been posted to guest accounts
h. To adhere to strict grooming and hygiene standards
1.38 FOOD AND BEVERAGE CONTROLLER
Job Position : Food and Beverage Controller

Category : Supervisor / Executive
Responsible To : Accounts Manager, General Manager
Job Definition : Designing F&B control systems & procedures; planning, organizing, co-ordinating & controlling the implementation of the
stipulated F&B control systems & procedures to optimize returns on cost in food and beverage, and to achieve economy in F&B costs

a. To gather, process, analyse & present relevant data on the performance of the F&B department with appropriate comments to the management
b. To take corrective action whenever necessary & counsel the F&B manager & the Chef accordingly
c. To plan the ‘Standards & specifications’ for the food & beverage merchandise in consultation with the F&B manager, Executive Chef, Purchase
manager & the Accounts Manager. Also to review the standards & specifications at regular intervals
d. To prepare monthly profit and loss statements for each F&B outlet
e. To initiate and introduce improvements in F&B controls; systems & procedures which are found necessary to ensure effective F&B control
f. To conduct spot checks in the receiving, stores, food production and all F&B service areas
g. To periodically review receiving procedures and routines
h. To keep strict control over liquor; consumption, ordering, spoilage as well as breakage
i. To review with the GM the performance of each kitchen and the food and beverage sales outlets
k. To co-ordinate with the F&B manager to review reports on his department & recommend appropriate corrective action
l. To co-ordinate with the purchase manager for constant post audit of contract prices as per the bidding sheets
m. To co-ordinate with the chief accountant to review the food and beverage stores systems and procedures
n. To co-ordinate with the executive chef for the periodic F&B inventories
o. To co-ordinate with the personnel department in matters pertaining to employee discipline, recruitment, selection etc
p. To maintain liaison with excise for licensing of bars
1.39 PURCHASE MANAGER
Job Position : Purchase Manager

Job Definition : To organise, develop & operate effectively the purchase department. To strictly follow the procedure of purchasing
laid down by the management with the objective of procuring the right merchandise at the right time and at the best available price

a. To ensure close liaison & co-ordination with F&B Department, HK, Engineering etc for meeting their needs
b. To study thoroughly the items needed to purchase & to have sufficient knowledge about them & their use
c. To ensure supply of merchandise for various departments keeping in mind the ‘lead time’ required for procurement
d. To process & keep track of every purchase requisition, purchase order, contract for regular supplies, upkeep & maintenance of these supplies &
lists for kitchens for daily perishables & other standing order requirements
e. To sort out the requirements into- top priority (immediate action), urgent (required in less than half the lead time) and normal (within the lead time)
f. To ensure conformity to standards and specifications of merchandise as required by the management

g. To ensure that the requisitions from the originating department are routed through proper channels
h. To constantly endeavour to obtain goods at competitive prices without sacrificing the desired quality standards
i. To maintain proper planning and control systems by filing of different purchase orders in serial order- department wise, lead time demarcation for
each item and stated delivery time for each item
j. Preparation of contracts and their terms, use of proper signatures and stamp papers as per existing laws, notation of expiry of contract period, and
advertising through local papers to invite tenders etc
k. To ensure that store inventories do not exceed desired limits
l. To keep track of capital items ordered and keep track of their timely delivery
m. Ensuring that items ordered have complete billing and delivery instructions and in case of default that, ‘ penalty’ clauses are suitably added to the
purchase orders as per the demand of the items
n. Keeping track of the Performa invoice, dates of cheque submissions and keeping close liaison with accounts department for clearing documents
etc in time
o. To maintain follow-up files
p. To keep himself up-to-date on the purchase function and the market situation
q. To scan through the purchase requisitions originated by the stores section for regular stores items & other items & select the vendors/ suppliers
for the items, & also advise them of the receiving times, place of delivery, packing etc
1.40 STORES ASSISTANT
Job Position : Stores Assistant

Category : Staff
Responsible To : Purchase Manager
Job Definition : To receive & store all merchandize ordered by the purchase manager strictly in accordance with the standards and
specifications laid out

a. To design/ review receiving systems and procedures
b. To strictly follow the specifications laid down, while receiving merchandize
c. To physically inspect all merchandize as per purchase requisitions
d. To conduct quantitative and qualitative checks on the merchandize received

e. To co-ordinate with accounts and stores for ‘blind transfer’ of merchandize at the receiving point
f. To co-ordinate with the purchase department for timely communication on the day’s scheduled deliveries from the purchasing department and
communication regarding previous days deliveries duly received
g. To send confirmations for merchandise received during the day and posting them on the system
h. Responsible for the receipt and issue of goods to different departments against properly filled requisitions and posting them on the system
i. To take physical inventory of all the items on a regular basis and tally with the records
1.41 SALES MANAGER
Job Position : Sales Manager

Category : Departmental Head
Responsible To : General Manager, Head – Sales
Job Definition : Responsible for maintaining & continuously increasing a high level of sales performance both for rooms as well as food &
beverage services for his own Hotel first & then for other Hotels in the region & finally for the company as a whole. To maximize revenues of the
hotel by driving maximum contribution from all producing segments through the various sources. To also develop and co-ordinate various programs
and policies relating to all marketing and promotional activities of the hotel.

a. To formulate a sales programme ahead & plan week-to-week sales activities with a view to maximizing the use of staff time & promotional
finance
b. To research the market on a continuous basis in order to determine where business comes from, how it is influenced, to identify the Hotel’s
clients and how they arrive in the city etc
c. To maintain within the community & in neighbouring marketing areas, contacts with airlines, travel agencies, commercial houses, private clubs,
professional associations etc, to produce new business & repeat business for the Hotel. This is to be done by means of personals calls, telephone
contacts & written communication
d. To keep himself up-to-date of market trends and Hotel selling techniques
e. To maintain liaison with corporate sales and marketing team and keep abreast of developments in the chain with a view to promoting weak
properties and taking advantage of strong ones
f. To review internal promotional items on a regular basis to ensure that all Hotel signs, posters, tent cards etc are adequate, visually effective, and
consistent with the company standards

g. To make recommendations to the GM for local advertisement campaigns, media selection, timing, copy etc.
h. To suggest expenditure for direct mail programmes and special promotions, as well as estimate costs for the expenses of the sales department
i. To organize and promote in co-operation with the food and beverage department special projects such as food festivals, promotions, exhibitions,
parties etc, in order to stimulate food and beverage sales
j. To prepare & execute regular direct mail campaigns which stimulate local interest in the Hotel’s facilities by announcing special event or a
promotion
k. To set-up appropriate filing systems of existing and potential accounts and keep them up-to-date and properly categorized
l. Build an accurate and effective database of current and potential guests/accounts
m. Implement revenue management techniques and ensure improved RevPAR
n. Co-ordinate with the Accounts Manager on credit limits & outstanding from various guests / corporate
o. Create a work environment that is high in employee morale & provide constant training & development.
1.42 ASSISTANT MANAGER – SALES / SALES EXECUTIVE
Job Position : Assistant Manager – Sales / Sales Executive

Responsible To : Sales Manager, General Manager
Job Definition : Responsible for promoting room sales and food and beverage sales by cultivating the sources of business as assigned
by the sales manager
a. To plan and execute a daily system of sales calls on travel agents, Airline Offices, Commercial Houses, Industrial and professional associations,
diplomatic missions etc
b. To make regular sales calls and maintain a systematic record of sales calls made, with corresponding room nights booked with various accounts
c. To look after booking arrangements for individuals, groups and tours etc
d. To compile and maintain a mailing list for the dispatch of promotional material
e. To assist the sales manager in day-to-day work and follow-up
f. To adhere to strict grooming and hygiene standards
g. Build an accurate and effective database of current and potential guests/accounts
h. Maintain accurate & up to date information on competition’s performance.
i. Develop a comprehensive market mix guideline and ensure sales as per those targets.
j. Identify key customer needs through formal research, survey, sales calls & meetings.
k. Co-ordinate with the Credits Manager on credit limits & outstanding from various guests / corporate.
l. Build relationships, network & maintain regular contacts with corporate and individual customers, bookers, media, hoteliers and socialites.
m. To set-up appropriate filing systems of existing and potential accounts and keep them up-to-date and properly categorized
1.43 BANQUET SALES EXECUTIVE
Job Position : Banquet Sales Executive
Responsible To : Sales Manager, Food and Beverage Manager
Job Definition : To sell available banquet space with a view to promote F&B sales through conferences, conventions, meetings etc

a. To undertake daily prospecting of clients with a view to selling banqueting facilities available
b. To maintain constant contact and liaison between the Hotel and the regular clientele
c. To identify local competition and suggest means of combating the same
d. To prepare written reports on a daily or weekly basis of prospective clients, communicated to the Food and Beverage Manager and through him,
to the sales manager and the general manager
e. To help the accounts department in the realization of outstanding payment from guests
f. To go on daily sales calls to prospective clients and maintain proper records for the same
g. To handle telephonic enquiries as per standards laid down
h. To meet with guests to maintain cordial relationships
i. To escort prospective clients for a property show-around
j. To co-ordinate with the F&B manager to arrange for various conference aids
k. To negotiate rates with the client so as to get the best deals for the Hotel as well as the client
l. To co-ordinate with the executive chef regarding the menu and its pricing
the management.

1.44 HR MANAGER
Job Position : HR Manager / AM – HR / HR Executive

Responsible To : General Manager, Head – HR & Training
Job Definition : The main purpose of the job is to develop a congenial employer-employee relationship aimed at ensuring that employees
contribute effectively to the organisation & facilitate employee development & growth. Also to assist the management in all activities relating to
recruitment, selection, training, appraisals, promotions, transfers & maintenance of discipline. Assist & advise the management in the overall control
of the payroll as budgeted by top management and the maintenance of personnel records

a. To initiate employee recruitment (as per requirements of different departments) which includes release of advertisements, screening of
applications, fixing interviews etc
b. To issue appointment letters to duly selected staff and organise their induction and orientation. Also to organise confirmation interviews at the
expiry of the probationary period
c. To frame/ review employee conduct and discipline rules pertaining to the particular unit in consultation with the general manager and the Head –
HR and Training
d. To ensure that all personnel records are up-to-date in terms of:
 Hotel’s prescribed application form for appointment duly filled in
 Appointment letter
 Periodical performance appraisal
 All memos/ letters issued to staff regarding his/ her job performance, warning or appreciation letters, increment letters etc
 Job description
e. To handle staff grievances, assist management in staff grievances, analyse repeated grievances and suggest corrective measures. Also to counsel
employees whenever necessary
f. To ensure that all statutory obligations relating to the personnel function are met & maintained, effective liaison with the government labour
authorities & other government authorities established under labour laws
g. To keep himself/ herself informed of such activities which may have repercussions on the industrial relations climate of the unit and to upraise
the management of the same from time to time
h. To handle/ assist the management in union negotiations & attend conciliation meetings & labour tribunals as and when necessary
i. In case of disciplinary action, to advise the management, the course of action to be taken, & frame memos, charge sheets etc. Also responsible for
organising & holding enquiries and implementing disciplinary action
j. To co-ordinate on staff development matters & the apprenticeship training scheme
k. To suggest welfare and incentive schemes to increase productivity and enhance staff motivation
l. To advise the Accounts Mgr on monthly payroll adjustments on account of employee leave, sickness, absence etc
m. To ensure the proper issue of identity cards , uniforms, lockers etc for new employees
n. To maintain a ‘live register’ for all categories of employees to facilitate filling up of vacancies at short notice
o. To ensure that the staff performance appraisal exercise is completed regularly & on time by all departments
p. To conduct and coordinate exit interviews
q. To furnish any information on personnel required by the GM or GM – HR & Training
r. Send to corporate human resource division required manpower reports regularly
1.45 TRAINING MANAGER
Job Position : Training Manager

Category : Departmental Head
Responsible To : General Manager, Head – HR and Training
Job Definition : Responsible to ensure the proper training of all staff & supervisors of the Hotel so that every level & every category
of employee’s professional competence in his job in terms of knowledge, skills and attitudes, is geared to meet the company’s standard

a. To design, co-ordinate and implement training activities for the staff, supervisors and management of the entire Hotel
b. To identify the training needs of staff , supervisors and management
c. To conduct induction and other suitable training programmes for all new employees
d. To organise safety, fire prevention and control programmes for all employees
e. To organise programmes for staff on methods, procedures and systems in guest handling, selling, cost consciousness, F&B Service, Food
production, housekeeping, front office etc
f. To organise periodic supervisory development programmes
g. To co-ordinate with departmental heads on various training programmes
h. To assist the human resource department in organising executive development programme
i. To have adequate information so as to be able to recommend external training programmes which might be of value in enhancing the professional
capabilities of employees in the Hotel and by application of which the Hotel would benefit
j. To take theory or practical sessions independently or with the help of the concerned departments for all trades in the Hotel

k. To conduct tests departmentally and submit proficiency reports
l. To carry out daily spot checks on all departments to see that what has been taught in the trainings is being applied on the job & discuss with the
concerned departmental heads any problem that the employees may have.
m. To maintain liaison with catering institutes in India to keep abreast of developments in any field, and also to co-ordinate the Training of industrial
trainees
n. To supervise, plan and co-ordinate the training of all Industrial trainees in the Hotel
o. To analyse guest complaints for identifying areas which require improvement, and handling training requirements for these areas
p. To maintain a Hotel library and collection of slides, films and other training aids
q. To organise, with prior approval, professionally educative tours for staff
r. To consciously and constantly develop better training material so as to make the training sessions more informative and enjoyable
s. To send proper reports to the Head – HR & Training in the stipulated time period
1.46 SECURITY OFFICER
Job Position : Security Officer

Job Definition : Responsible to ensure the safety and security of guests, guest belongings, staff as well as the Hotel property
a. To develop, standardize and implement security systems and procedures for the entire Hotel
b. To ensure the safety and security of all guests and their belongings
c. To ensure the safety and security of all employees and Hotel property
d. To ensure the maintenance of the fire safety system in the Hotel through regular inspection and check-ups
e. To train all staff in fire safety in co-ordination with the training manager
f. To ensure a proper system for the issue & deposit of keys. Also to ensure the implementation of such a system
g. To conduct regular drills for handling of emergency situations
h. To brief his supervisors and guards on a daily basis
i. To ensure that departments or areas which require to be opened in emergencies, outside of their regular timings are opened in the presence of a
security guard.
j. To take regular rounds of the hotel premises and be aware of all activities of the hotel

k. To liaise with the HR manager, regarding the maintenance of attendance of all staff through the security personnel located at the employee
entrance
l. To ensure that no item should leave the Hotel without a gate pass. Similarly, no item should enter the hotel premises without being recorded
m. To ensure that no employee enters or leaves the Hotel without proper checking
n. To ensure that the entry & exit of all visitors through the employee entrance is recorded and that each visitor is issued a valid identity card
o. To initiate strict security measures for high profile guests such as government dignitaries or celebrity guests
p. To personally supervise any and all emergency situations with a clearly defined action plan
q. To assist other departments if required with a guest who is behaving inappropriately or who has a proven criminal record
r. To carry out enquiries in cases of theft, as per the prescribed procedures.
1.47 SECURITY SUPERVISOR

Job Position : Security Supervisor
Responsible To : Security Officer
Job Definition : To ensure that all security systems & procedures laid down by the management are duly followed by the department.
To be responsible for the safety & security of hotel property, guests & employees.
a. To supervise all security personnel and ensure smooth functioning of the department
b. To plan and monitor the duty rosters of all security personnel
c. To conduct daily departmental briefings and assign shift-wise responsibilities
d. To ensure that all employee checking and time office procedures are adhered to at all times
e. To ensure that all other operational procedures viz., gate pass, key control, etc are adhered to at all times
f. To inspect records filled in by the security guards related to visitors’ entry, gate pass register, key register, employee movement register, etc.
g. To inspect all fire safety equipment and ensure that their scheduled maintenance is carried out regularly
h. To conduct fire safety exercise periodically with all security personnel
i. Responsible for administering first aid in emergency situations
j. To supervise the handling of all emergency situations
k. To handle guest queries and complaints in a polite and efficient manner
l. To handle guests who display inappropriate behaviour as per prescribed procedure
m. To carry out any duties assigned by the Security Officer
n. To ensure strict adherence to house rules and policies laid down by the management
o. To ensure strict adherence to grooming and hygiene standards by all security personnel
the management.
1.48 SECURITY GUARD
Job Position : Security Guard

Category : Staff
Responsible To : Security Officer, Security Supervisor
Job Definition : To guard the area entrusted to them with a view to protecting hotel property, guests and employees.

a. To be alert at all times and guard any area entrusted to their care.
b. To inspect / frisk all employees and check their belongings while entering or leaving the Hotel premises
c. To ensure that employees swipe / punch their time cards while entering and leaving the hotel premises
d. To report any deviations to the supervisor immediately
e. To follow the key issue procedure while issuing keys to employees, and record the same as prescribed
f. To ensure that no visitor is permitted entry through the employee entrance without proper checking and a visitors pass
g. To ensure that no tangible item leaves the Hotel premises without a valid gate pass
h. To check all material entering the hotel through the receiving entrance and ensure proper check and record is maintained
i. To patrol the property as and when assigned to do so, by covering all areas with a vigilant eye
j. To assist guests when entering or leaving the hotel
k. To handle guest queries and complaints in a polite and efficient manner
l. In case of a fire emergency, to follow the prescribed procedure in ensuring the safety of all guests, guest belongings and all Hotel employees
m. Similarly to follow prescribed procedures in handling other emergencies
n. To carry out any duties assigned by the Security Supervisor/ Security Officer
o. To adhere to strict grooming and hygiene standards
p. To consciously and continuously strive to better his/her skills and increase his/her knowledge

2.0 JOB SPECIFICATION
2.1 GM
Qualification Degree/ Diploma in Hotel Management with 15 year experience in senior position of independently handling a 3 - 4 Star
Hotel
Age 35 – 45 years
Special Attributes Dynamic personality, excellent leadership and communication skills, team builder
2.1.1 Resident Manager / Manager - Operations

Qualification Degree/ Diploma in Hotel Management with 10 years of relevant experience in senior position in the Hotel industry
Age 30 – 35 years
Special Attributes Dynamic personality, excellent leadership and communication skills
2.2. FRONT OFFICE
2.2.1 Front Office Manager

Qualification Diploma in Hotel Management, with 6- 8 years of relevant experience in a reputed 3- 4 star hotel including 1 - 3 years in
similar capacity
Age 25- 32 years
Special Attributes Smart, pleasing personality, Excellent communication skills, Good leader
2.2.2 Assistant Front Office Manager / Guest Relations Executive / Lobby Manager
Qualification Diploma in Hotel Management, with 6- 8 years of relevant experience

Age 25- 32 years
Special Attributes Smart, pleasing personality, Excellent communication skills
2.2.3 Front Office Assistant
Qualification Hotel Management Graduate having 1- 2 years experience in a reputed 3 - 4 Star Hotel. Knowledge of computers
essential
Age 20- 25 years
Special Attributes Pleasing personality, excellent command over English

2.2.4 Bell Boys
Qualification Matriculates with a years’ experience in similar position

Age 19- 23 years
Special Attributes Good command over English language
2.2.5 Telephone Operator
Qualification 10+ 2
Age 20 - 23 years
Special Attributes Excellent command over spoken English, knowledge of IDS
2.2.6 Doorman
Qualification Matriculate, with 4-6 years of relevant experience

Age 25 – 40 years
Special Attributes Good height and physique
2.3. HOUSEKEEPING
2.3.1 Executive Housekeeper
Qualification Diploma in Hotel Management, having 6- 8 years of relevant experience, including at least 2 years of experience in a
similar position
Age 25- 32 years
Special Attributes Team player, good personality, able to motivate, excellent communication skill
2.3.2 Housekeeping Supervisor
Qualification Hotel Management or Home Science graduate, including at least 01 year experience in the hospitality industry
Age 21 - 25 years
Special Attributes Expertise in housekeeping practices for guest rooms and public areas

2.3.3 Room Attendant / Houseman
Qualification Fresh Diploma holder in Hotel Management, or 2 years of relevant experience

Age 19 - 25 years
Special Attributes Expertise in housekeeping practices for guest rooms and public areas
2.3.4 Uniform & Linen Room Attendant
Qualification Hotel Management Graduate / Diploma holder with minimum 2 years’ experience of in a 3- 4 Star hotel
Age 20- 25 years
Special Attributes Good command over English language
2.4. FOOD & BEVERAGE
2.4.1 F & B Manager
Qualification Diploma holder in Hotel Management, having 7- 8 years of relevant experience

Age 27 - 32 years
Special Attributes Dynamic and energetic personality, with ability to manage all F & B Outlets, good leadership skills
2.4.2 Assistant Manager - F & B (S) / Food and Beverage Executive

Age 23- 28 years
Special Attributes Good communication and leadership skills, impressive personality
2.4.3 Captain

Age 23- 28 years
Special Attributes Good communication skills, impressive personality

2.4.4 Steward
Qualification Fresh Diploma holder in Hotel Management or 2- 4 years of relevant experience

Age 20- 25 years
Special Attributes Good communication skills, pleasing personality
2.4.5 Hostess
Qualification Diploma holders in Hotel Management having 0-1 years of relevant experience
Age 20- 25 years
Special Attributes Good communication skills, pleasing personality
2.5. FOOD PRODUCTION
2.5.1 Executive Chef
Qualification Diploma holder in Hotel Management, having 10- 12 years of relevant experience in a reputed 3- 4 Star Hotel
Age 30 – 40 years
Special Attributes Dynamic personality, with ability to plan and control all F & B production functions in a single large multi cuisine
kitchen
2.5.2 Sous Chef
Qualification Diploma holder in Hotel Management, with minimum 3 years experience in any specialised kitchen
Age 28 - 32 years
Special Attributes Well versed in menu planning, cost control with excellent culinary skills.
2.5.3 Chef De Partie
Qualification Diploma holder in Hotel Management with 2 years of relevant experience or 8 years of experience in a reputed 3 - 4 Star
Hotel
Age 25 – 30 years
Special Attributes ---
2.5.4 Commis I, II, III
Qualification Specialty Chinese / Indian / Continental / Pantry / Bakery / Confectionery cooks with similar experience in reputed 3- 4
Star Hotels
Age 20 – 28 years
2.5.5 Kitchen Stewarding Executive / Supervisor

Qualification Graduate with 2- 3 years’ supervisory experience in cleaning, inventory management, breakage control and sanitation of
the hotel’s kitchens and service equipment
Age 25- 30 years
2.6. ENGINEERING
2.6.1 Chief Engineer

Qualification Graduate in Mechanical/ Electrical Engineering having 10 - 12 years of relevant experience, including 3 year
experience of independent handling of an engineering department
Age 27 – 35 years
Special Attributes Knowledge of operation and maintenance of equipment- DG sets, boilers, air compressors. Purifiers, heat exchangers,
pumps, water treatment plants, refrigeration & air- conditioning, instrumentation and controls, environmental
management systems, laundry & kitchen equipment and computerised building management systems.
2.6.2 Engineering Supervisor

Qualification Diploma holder (civil, mechanical, electrical and HVAC), having 6 years experience in maintaining hotel facilities
Age 23 – 28 years
2.6.3 Technician
Qualification Diploma holder (civil, mechanical, electrical and HVAC), having 2 years experience in maintaining hotel facilities
Age 20- 25 years

2.7 FINANCE
2.7.1 Accounts Manager
Qualification Commerce Graduate, preferably C.A. with 6- 8 years of relevant experience including 2 - 4 years in similar capacity
Age 30 - 35 years
Special Attributes Excellent knowledge of all financial aspects
2.7.2 General Cashier

Qualification Commerce graduate, minimum 10 years’ of relevant experience in a mid size organisation, able to handle heavy amount
of cash
Age 25 –30 years
Special Attributes Computer literate, knowledge in financial packages
2.7.3 Accounts Assistant – Receivables / Payables

Qualification Commerce graduate with minimum 2 years of relevant experience. Computer knowledge essential
Age 23- 28 years
Special Attributes Outgoing and pleasing personality
2.7.4 Restaurant Cashiers

Qualification Commerce graduates, with knowledge of computerised accounting and a years’ experience in a similar position.
Age 20- 25 years
Special Attributes Pleasing personality
2.7.5 Night Auditor

Qualification Commerce Graduate, having 3-5 years of relevant experience in a mid sized organization
Age 25- 30 years
Special Attributes Computer Literate
2.7.6 F & B Controller

Qualification Commerce Graduate/ Diploma Holder in Hotel Management, having 5 - 10 years of relevant experience in a reputed 3 -
4 Star Hotel, including 3 -5 years in similar capacity
Age 25 - 30 years
Special Attributes Excellent knowledge of F & B Control, Food Costing and Inventory Control

2.8 PURCHASE
2.8.1 Purchase Manager
Qualification Graduate with degree / Diploma in Materials Management with 7 years of relevant experience
Age 27 – 35 years
Special Attributes Excellent Negotiation skills with Diverse Product knowledge with quality focus.
2.8.2 Stores Assistant
Qualification Graduate with 2 years of relevant experience, preferably in the Hotel industry. Knowledge of computers is mandatory
Age 23- 28 years
2.9 SALES AND MARKETING
2.9.1 Sales Manager
Qualification MBA in Sales and Marketing, with 2-4 years’ experience in Sales and Marketing in a reputed 3- 4 Star Hotel
Age 26 - 32 years
Special Attributes Dynamic, possessing excellent negotiation skills and convincing power
2.9.2 Asst. Manager – Sales / Sales Executive
Qualification MBA with 2- 3 years’ experience in Sales preferably in a reputed 3 - 4 Star Hotel
Age 23 - 26 years
Special Attributes Young, Smart, Dynamic with good negotiation skills
2.9.3 Banquet Sales Executive
Qualification Diploma holder in Hotel Management or MBA in Marketing with 2 years of relevant experience
Age 23 - 28 years
Special Attributes Good communication skills, impressive personality, strong convincing power, dynamic

2.10 HUMAN RESOURCE
2.10.1 Human Resources Manager

Qualification Post Graduate degree / diploma in Personnel Management or Masters degree in social work with specialisation in
personnel management and industrial relations. 4 years experience in developing and implementing HR policies and
programmes in a 3 - 4 star hotel or service industry is essential
Age 25 - 30 years
Special Attributes Excellent presentation and communication skills
2.10.2 Training Manager

Qualification Degree / Diploma in Hotel Management/ Human Resources from a reputed institute, with 6 - 8 years of relevant
experience
Age 28- 35 years
Special Attributes Excellent communication skills, ability to conduct and coordinate all training and development activities at all levels
2.11 SECURITY
2.11.1 Security Officer
Qualification Ex Service Officer / Person from Police / Paramilitary Forces with at least 3 years past experience of working in Hotel /
allied service industry
Age 30 – 40 years
Special Attributes Ability to shoulder responsibility, Good physique
2.11.2 Security Supervisor

Qualification Graduate with 1-2 years of relevant experience
Age 21- 25 years
Special Attributes Good physique
2.11.3 Security Assistant

Qualification 10+2
Age 25- 30 years
Special Attributes Good physique
The above eligibilities are illustrative only and by no means exhaustive. GM can modify the same in coordination with HR Department of
Clarks Inn Corporate Office.
3.0 MANPOWER PLANNING
Manpower Planning is an important function of the management & it includes proper & efficient selection, approval & development of the
Personnel to fill the roles designed into an organization structure. Manpower planning should therefore look after future requirements, have
adequate development programmes, preparing the existing personnel to counter future job responsibilities. It will also evaluate trends in
employment for action to correct imbalances between labour supply & demand. An employment requisition form has being designed by the HR
Department, which has to be first completed by the user department & then sent to the HR dept for further action. This form also incorporates a
note if the staff requisition is above the approved staff strength & what are the reasons & justifications for filling in this extra position.
3.1 Budget
 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 Center, Swimming pool, Heat, Light and Power are taken as separate headings.
4. Accounts, 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 salary for the month of October is inflated by 4500/- 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 70% 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.

4.0 CLASSIFICATION OF EMPLOYEES
(a) All workmen shall be classed as :

1. Permanent
2. Probationer
3. Substitute
4. Fixed Term Contract
5. Apprentice
(b) A ‘PERMANENT’ workman is a workman who has been engaged on a permanent employment basis & includes any person who has been
confirmed by an executive order on his appointment after he satisfactorily completed the probationary period in accordance with his specified
terms of appointment or as laid down in the Standing Orders in the same or another occupation in a prescribed Pay Scale.
(c) A ‘PROBATIONAR’ is a workman who is provisionally employed for a period of 06 months on a consolidated salary & has not
completed the probationary period. The Probationary period may be extended at the sole discretion of the management. A probationer shall be
closely watched by his superior in regard to his skill, knowledge, attitude, punctuality & other relevant factors. During the probation period, the
services may be terminated at any point of time on or before the expiry of probation period without any notice or assigning any reason or pay in
lieu thereof at the sole discretion of the management.
(d) A ‘SUBSTITUTE’ workman is one who is employed on the post of a permanent workman or probationar, who may be temporarily absent
on leave or otherwise, and whose name is entered in the register of substitute workman.
(e) A ‘FIXED TERM CONTRACT’ workman is one who is engaged for a work purely on a fixed term basis which is of an essentially
temporary character or who is engaged on a fixed period as specified in the contract but not more than 240 days as additional workman &
includes person who has been engaged on contract or outsource basis in any activity of the business on a specified terms & tenure will
automatically come to an end on expiry of the fixed term contract period & no notice or pay in lieu thereof or retrenchment compensation etc. be
payable. Thereafter the workman will neither have any right nor any lien on the job / any kind of claim of continuous employment even if any
vacancy of the said post exists.
(f) An ‘APPRENTICE’ is a learner whether paid or unpaid during the period of his training & is engaged in accordance with a scheme
prepared in that behalf & approved by the State Government.
(g) The posts under the Establishment shall be classified as follows:

1. L-1 Category: Employees such as House Man, Room Boy, Bell Boy, Assistant Stewards, Stewards, Gardeners, Driver, Electrician, Plumber,
U.T. and KST, etc.
2. L-2 Category: All supervisory positions such as Front Office Assistant, House Keeping Supervisors, Captains, Restaurant Hostess, Commis;
3. E-1 Category: Front Office Executive, Accounts Executive and other Executive positions;
4. E-2 Category: All HODs and Managers.
5. E-3 Category: All Unit Heads
6. E-4 Category: All Corporate Heads
7. E-5 Category: Regional Director – Operations, Director – Operations
8. E-6 Category: All Vice Presidents

5.0 RECRUITMENT AND JOINING PROCEDURE
 After having realized that there exists a vacancy for any position (after checking the Budget Manpower with Actual Manpower), the HR Head
of the unit contacts the department head to check if this position should be filled in from within the department, otherwise other sources are
contacted to fill in the appropriate position.
 Applications are short-listed and candidates are called for interviews, thereby selecting the respective incumbents after observing a three - tier
system,.i.e., the candidate is first seen by the Unit HR from the viewpoint of the personal interview, then the Department Head checks him /
her from the technical point, which is the followed by the General Manager.
 After the selection of the candidate, he / she is sent for a pre - employment medical test (if applicable).
 After clearing the medical, the incumbent joins the organization on a Monday. Unit HR puts him through the 1 ½ days of induction. On the
second day, the incumbent joins the respective department in a shift as decided by his department head.
 The HR department checks the incumbent's antecedents from his past employers by sending an employment inquiry (For HODs and up, this
enquiry is done discreetly before sending the offer letter).
 The incumbent is also required to submit the following documents:
- Past Employer’s Certificate.
- Educational Qualification Certificate.
- Documentary Evidence of Date of Birth, Permanent Address Proof, No Dues Certificate
- Three photographs.
 The incumbent is also checked on his references submitted.
 The residential address submitted by him is also checked to see if the incumbent is really staying there.
 The appointment letter is prepared for and given to the incumbent only after his Personal File is complete.
5.1 Recruitment Sources

Upon receipt of a requisition form, the Unit HR’s key responsibilities are to search for candidates, Conduct screening interviews based on the job
description and person specification, and prepare a shortlist or suitably qualified applicants for the Department Manager to interview.
1. From within the hotel
2. From External sources
Recruitment of all Executives and HODs will have to be routed through the Corporate Office. Employment of relatives is prohibited in situations
where one can exert Managerial influence over another in the same supervisory chain or where conflict of interest may occur.
5.1.1 Recruitment from Within the Hotel - A thorough search for internal candidates should be conducted before a further search is undertaken.
5.1.2 External Sources - If there are no suitable candidates within the hotel an external search should be initiated by the Unit HR. There are
several potential sources which can be used. These include

* Applicants on file
* Advertising
* Catering Schools & Colleges
* Employment Agencies/Head Hunters
* Social Networking Sites such as Facebook and Linkedin
(a) Applicants on File : The Unit HR shall maintain a file containing unsolicited job application field by job type in order to obtain maximum
benefit from this resource. The HR should ensure that any applicant held on file is suitably qualified for a position within the hotel. Ideally,
applicants held on file will have been screened by the Unit HR & only applications which are current will be maintained on file. If this resource is
managed in an effective manner, the HR should be able to recommend a possible candidate for a position as soon as it becomes available.
(b) Advertising : Any advertisements placed for positions available should adhere to the guidelines outlined by Clarks Inn Group of Hotels. All
such advertisements should be places only after the written permission from Clarks Inn Corporate Office.
(c) Catering Schools & Colleges : Local catering schools & colleges are often ideal source of potential applicants. As a result, it is
recommended to establish a good relationship with these institutions by being supportive of work experience programs, & offering professional
advice on academic curriculum. It is also essential that in dealing with these institutions & students that the hotel projects a professional image at
all times. Vacancies which may be filled by graduates or students can be advertised via campus notice boards.
(d) Employment Agencies : Due to expenses involved, employment agencies should only be used as a "last resort" source of potential
candidates. In the event HR has exhausted all other options and must use an agency, approval must be given by Clarks Inn Corporate Office.
(e) Social Networking Sites : Professional & Social Sites such as Facebook, Linkedin, etc. may also be used. However, care to taken to maintain
the image of the company. It is advised to take a written approval, of the text to be posted on these sites, from Clarks Inn Corporate Office.
5.2 Interview Procedure

 As a part of Selection Committee the Unit HR, relevant HOD and GM must interview the candidate.
 An Interview Evaluation Form, duly recording the reasons for approval / rejection must be made and signed by the concerned interviewers.
 It should be remembered that an interview is a 2 - way process, & candidates should be given every opportunity to ask questions, to ensure
that they have a full understanding of the post for which they are applying & the way the Company operates. The interview process projects
the first impression about the organization. Care should be taken to conduct the interviews in a well - furnished office or room.
 In addition to interviews, a range of other selection techniques may be used. In such circumstances reasonable notice and relevant information
will be given to ensure that candidates have sufficient time and information to prepare.
 All appointments will be made strictly on merit and related to the requirements of the job.
 All interviewed candidates will be notified of the outcome of the selection process as soon as possible, either by telephone or e - mail.
 All unsuccessful candidates’ application forms & interview notes will be retained for 01 year from the date of interviews taking place. After
this date they will be destroyed.

5.3 Reference Checks
Ideally all candidates who have been short-listed should be reference checked. A job offer should NEVER be made without conducting a
reference check. At least 01 previous employer should be contacted by telephone & asked to give a verbal appraisal of the candidate.
During the reference check open ended, probing questions should be asked about the candidate's skills, behavior, personality & capabilities. All
comments made during the conversation with the referee should be recorded on Reference Check form using the referee's exact words, rather than
an interpretation of their comments. Information from the reference check should not be revealed to the candidate
A candidate's current employer should not be contacted unless the candidate gives permission to do so.
5.4 Offer Letter Procedure

 After the selection of the candidate formal offer letter, as per prescribed format, will be given to the employee mentioning the position being
offered to him and the expected date of joining.
 The offer letter must contain the details of the documents to be submitted in HR as a part of Pre Joining formalities.
 For Unit Head and Department Heads, the offer letter will be sent by the Corporate Office after the approval of Director – Operations.
 For Supervisory Cadre and below, the offer letter will be sent by the Unit HR keeping the Corporate Office in loop.
5.5 Handling Transmittal Slip

 An intimation is given to the various Departments to inform them of the new employee joining the organization.
 New employee usually joins the organization on a Monday & hence a transmittal slip is required to be filled in latest by the previous Friday.
A copy of this slip should be given to the Housekeeping Department, the Security Department and the Kitchen.
5.6 Employee Joining Procedure

 Any new employee joining, reports to the HR Department on a Monday at 10.00 am.
 The candidate is then sent to the Housekeeping department with a uniform slip for his/her uniform.
 After changing into the respective uniform the candidate is then inducted.
5.7 Personal Filing Procedure

 The personal files are maintained in the HR department, department wise.
 The following is the order in which the documents are placed in the personal file.
1. Application of the candidate.
2. Offer letter.
3. Bio-data of Candidate.

4. Medical Reports.
5. School leaving certificate or any other document that confirms the date of birth and year.
6. Educational certificate
7. Past experience certificate
8. Post Employment inquiry
9. Duplicate copy of Appointment letters.
10. Duplicate copy of Experience letter.
11. Increment letter.
12. Warning letter or an appreciation letter
13. Employment Verification Forms
14. Appointment Letter
15. Job Description
5.8 Employment Verification Procedure

 As soon as the employee joins the employment, verification forms are sent to the previous employer to check credentials.
 After the reply of the verification is received, it is filed in the employee personal file.
 In case of any false information given by the candidate, appropriate action is taken.

6.0 CAREER ADVANCEMENT
The main focus to the company HR Dept. is the development of staff. Those individuals who show potential to progress shall be encouraged to
develop through career tracking. A long-term goal shall be established for the employee & then the action steps to be taken to attain that goal.
This process can involve cross exposure programs, performance development reviews, systems for monitoring progress & succession planning.
6.1 Confirmation of Employee

 All employees are put on probation for 6 months.
 After the successful completion of the probation period, the employee concerned is put up for confirmation by his department head with the
G.M and the Unit HR. The confirmation is done after a Performance Appraisal by the department head in writing.
 If the performance is not satisfactory, the probation period may be extended up to a maximum of 06 months. Else, the confirmation letter is
issued to the candidate and a copy of the same is kept in his personal file.
6.2 Increment and Performance Appraisal Procedure
 Appraisals are done annually for the entire staff of the hotel.
 The Performance Appraisal is done for the following purposes:
1. Confirmation of services / Review Performance
2. Promotion and / or Increments and / or Special Increments.
 The appraisal form must be filled for all employees / trainees after every six months, which is generally one month prior to the increment /
appraisal due date for the staff cadre and by 1st March for the Executives. It is then returned to the Unit HR.
 The interview should focus on the employee's performance during the past year in order to judge the achievement the employee has achieved.
 There are suggestions, which are given for improving the employee's productivity.
 The GM conducts the appraisal interviews for departmental heads. The HOD shall conduct the appraisal interview for all Executives & Staff.
 The major aim of a performance Development Review is to provide feedback on job performance and guidelines for improvement. The
emphasis should be on highlighting strengths and identifying areas in which further training and development needs to occur.
a) Review performance of the staff against assigned tasks and responsibility
b) Identify the areas of weaknesses and provide positive feedback to the staff on their individual and team performance;
c) Identify the areas of strength in each staff
d) Identify staff that can be developed to take up increased responsibilities
e) Identify the staff training needs
f) Create a basis for rewarding superior performance
 The signature of the concerned employee must be obtained on the performance appraisal forms after the assessor has discussed the appraisal
with the employee.
 The increments are usually done in the month of April and October (or as per applicable unit policy).
 Every employee is entitled for an increment only on completion of one year. It is done only once in a year. For employees joining between
Jan – June, the increment is done in April. For employees joining between July – December, the increment is done in October.
 An increment sheet is prepared which consists of columns such as last date of increment, last increment amount, proposed increment, new
salary & remarks.
 The HOD sits with each employee and does the Performance Appraisal. The same is then forwarded to the Unit HR with recommendations.
 When all the sheets are completed, the Unit HR sits with the G.M for his approval for the increment/promotion etc.
 The final recommendations are sent to the corporate office for final approval.
6.3 Handling Resignations & Clearance Procedure
Upon receipt of a formal letter or verbal resignation from an employee, the Department Manager should discuss with the employee their reasons
for leaving. If the person is a valuable employee, time should be taken to assess the reasons and determine if any corrective action can be taken to
avoid departure. If this is not possible then a letter of resignation should be forwarded to Unit HR. The Unit HR with the necessary comments
forward the same to the Corporate Office.
Prior to the day of departure the relevant managers should give the employee their No Dues Form, which they should complete and have signed.
The employee should bring this form to the HR Department and the Unit HR should not issue the final pay unless all items are returned. The
respective person has to submit his locker key, Nametag and identity card. Should all items not be returned, the HR Department may withhold the
employee's final pay to the value of the items not returned. This No Dues form has to be signed by the following department heads:
1. HR Department.
2. Department Head.
3. Housekeeping Department.
4. Accounts Department.
After checking the No Dues Form, the Unit HR should arrange an exit interview with the employee before the employee leaving the Hotel and
thereafter all these documents must be placed before the General Manager, before final clearance is given.
The Resignations of Departmental Heads to be forwarded immediately to the HR Department of Clarks Inn Corporate Office.
6.4 Terminating an Employee

Termination of an employee should only be undertaken as a last resort action. Before terminating any employee the correct warning procedures
must be carried out or alternatively the employee must have acted in a manner, which justifies instant termination. Each specified circumstances
where management is within their rights to dismiss an employee in general terms include :
Termination after conducting Domestic Inquiry
 Gross Misconduct
 Serious Neglect of Duty

 Consistent poor performance
 Breaking hotel rules on more than three occasions, provided the earlier two times, the management have issued the warning letter.
The Unit Head in consultation with Clarks Inn Corporate Office shall carry out termination of Departmental Heads. In the case of other staff
members the Unit HR & Unit Head shall handle the termination after approval from the Corporate Office. It is important to ensure that prior to
such a situation all the facts are clearly established & the correct procedures of terminations are carried out. The employee must receive
appropriate termination pay according to the provisions.
6.5 Conducting Exit Interviews

Ideally prior to entering the interview the employee should be asked to complete an Exit Interview From in the first few minutes of the Exit
Interview the Unit HR should attempt to put the employee at ease and explain the purpose of the Exit Interview. During the Interview, points
raised by the employee on the Exit Interview should form the basis of discussion. These would normally include.
 Factors, which contributed to the employee leaving.
 How the decision could have been prevented.
 What they intend to do in the future.
 Recommendations for improvement in the workplace.
Thanking the employee for their efforts during their employment at the hotel should conclude the exit interview and they should be left with a
positive impression of the hotel and company. It is also recommended that a forwarding address be obtained for future correspondence.
Once the Exit Interview is over, the Interviewer conducting the Exit Interview shall record on the Exit Interview Form their own thoughts on
what the employee’s real reasons for leaving were & also any action if any that should be taken to prevent further resignations. This should then
be followed through in the appropriate manner.
The Unit Head and Clarks Inn Corporate Office will conduct the Exit Interview of Departmental Heads. Clarks Inn Corporate Office will conduct
the GM’s Exit Interview.
6.6 Handling Exit Employee Records

 After the final clearance is done the papers of the employee along with the final clearance form is stapled together & then filed in a box file.
 The box file is then given a respective number and a LIST of all the employees whose papers are filed in that file is prepared.
 In case a certain employee’s papers are required, the respective file in which the papers are kept can be traced by going through the LIST
which is kept in a separate file for ready reference.

6.7 Salary Procedure
 The On Roll Staff are paid through cheques while the trainees are paid by cash.
 Salaries are prepared after the 30th / 31st of every month.
 The attendance period from 1st to the 30th / 31st of the current month is used as basis for salary preparation. The no of days are then fed in the
system taking into consideration the leaves/absenteeism, etc.
 The A/C Department gives all the details of the advances, deductions, TDS etc., which is deducted from the salaries payable to the employees.
 Once the salary is prepared, it is checked by the Unit Head and then sent to the Accounts Department for payment.
 The salaries are paid by the 7th of every month.
6.8 Disciplinary Procedure

Except for acts of gross misconduct or serious neglect of duty the following disciplinary procedure should be carried out prior to dismissing an
employee.
Verbal Warning : For minor breach of hotel rules or failure to achieve satisfactory standards, the employee’s immediate supervisor should issue
a verbal warning normally.
The details of the incident, date time and fact that a verbal warning has been given should be recorded and forwarded to the Manager (HR) to be
filed in the employee’s personal file.
Written Warning : In the event that a further breach or a more serious offense occurs the Department Head should issue a written warning. A
written warning should contain: -
a) a detailed description of the act or behavior which prompted the warning. This should include the date, time, witness, amount involved.
b) an objective opinion as to the consequences of the active guest complaint, loss of profits, and danger to others should be furnished.
c) a clear statement should be recorded on a letter which is signed by the employee.
Copies to: - Employee, Department Head, Personnel File
6.9 Re – Employment Policy

It is the practice of the management to re-employ past employees, however those employees who performed poorly during their employment
should not be considered for re-employment. Former employees who are re-employed are considered as new employees for the purpose of
determining the eligibility for benefits.

7.0 Other Procedures
7.1 Staff & Executive Food Timings

 Executives are requested to refrain from having their meals between the following hours in the Cafeteria.
From: 08.00 hrs. to 10.00 hrs.
12.00 hrs. to 14.00 hrs
20.00 hrs. to 23.00 hrs.
 They are advised to have their meals after 14.00 hrs. & 23.00 hrs.
 Staff Meal Timings are as follows :
From: 07.00 hrs to 7.30 hrs (Breakfast)
10.30 am to 11.00 hrs (Tea)
12.30 hrs to 14.30 hrs (Lunch)
16.30 hrs to 17.00 hrs.(Tea)
19.00 hrs to 20.30 hrs (Dinner)
12.30 hrs to 1.00 hrs (Mid-night Snack) (if applicable)
7.2 Rounds taken by the HR Manager

 The Unit HR takes rounds on daily basis but there are no fixed timings.
 The Unit HR 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.
 Any unauthorized matter found by him is strictly dealt with.
7.3 Nametags
 Nametags form a very important part of the uniform.
 As soon as the employee joins, his/her name is taken down and a nametag is issued within 02 days time.
 A nametag, which is broken, is given back to the Unit HR who replaces the nametag after charging a nominal fee.
 The employee is required to wear their nametag as a part of their complete uniform.
 The nametag always bears the name of the employees.
7.4 Handling Cake Requisition forms

All employees/trainees are entitled to get 30% discount on the purchase of cakes on the following terms & conditions: -
 The quantity of cakes shall be limited to one cake for staff and two cakes for executives.
 The maximum weight of each cake should not exceed ½ kg each time.
 Orders for all cakes should be placed 48 hrs in advance of requirement by completing a cake request form, which will be made available at
the HR Department.
 A cake request form should be collected from the HR Department, which should be duly filled up and returned back.
 The cake request form should then be submitted to the room service department for an order to be placed.
 The amount to be paid should be in the form of cash only and no credit should be entertained.
 The discount facilities are available to the employee on purchase made for his/her personal consumption only.
 The employee/trainee will personally sign the bill check presented to him/her at the purchases of cakes.
 In case the bill is not signed by the concerned employee it shall be treated as a normal bill and the recovery for the full payment will be
initiated while ignoring discount facility.
7.5 Swipe Cards & Attendance

 After the incumbent has joined the organization a user name for attendance purpose is created for the employee. The user name is attached to
the fingerprint which is fed into the system.
 All employees in the hotel are required to use the attendance machine whenever they check in/out of the hotel.
 Employees who also come in the hotel on their off days either for department meetings etc. are also required to use the machine.
 Any employee found not using the attendance machine is seriously dealt with.
 The respective Department Heads also marks the attendance of their staff. Therefore, each Department also maintains an attendance master
which is tallied at the end of the month with the attendance report for salary preparation. Similarly, the Executives also sign in a separate
register, which is kept at the desk of the General Managers Office.
7.6 Time Sheets

 The detailed time sheet of all employees department wise is printed out on a monthly basis and handed over to the department head so as to
inform the department head if any employee is habitually coming late or leaving the hotel early to ensure proper timings.
 The time sheet also contains the total working hours of the employee for that particular day.
7.7 Preparing Monthly Report

 Manpower sheet is sent on 1st and 15th of every month to Corporate Office with a copy to the Unit Head.
 The Manpower Sheet contain a comparison between the Budgeted Manpower and Actual Manpower.
 A HR & Training Report is also to be sent by the 10th of every month to the Corporate Office with a copy to the Unit Head. The report is self
explanatory.

7.8 Cafeteria Food Register
 A Cafeteria Food register is maintained in the HR department for the executives to comment on the food.
 Each Executive is given a particular day to taste the food and put his/her comments.
 In case the Executive has his off on that particular day he is required to eat on the previous or the following day.
 The register is duly signed by Chef on weekly basis and by the General Manager on Monthly basis.
7.9 Handling Lockers

 Every employee is given a locker facility depending on the availability of lockers. A Staff Locker Undertaking is signed by the employee and
filed in the personal file of the employee.
 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 Unit HR.
 Periodic locker checks are conducted along with the Security to ensure that no unauthorized items are kept in the lockers.
7.10 Birthday Celebration of Staff & Executives

 The Birthdays of all the employees in the organization are celebrated on a particular day in the staff Cafeteria.
 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.
 The birthdates of the employees are written on the notice - board every day.
 Birthday of an Executive is celebrated individually.
 When there is a birthday of any Executive to be celebrated, a cake order is placed a day in advance and the General Manager and the other
Executives sign a birthday card.
 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 concern department are present for the cake cutting.
7.11 Employee of the Month

 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.
 The employee of the month is chosen from the nominations sent from the various departments by the General Manager in consultation with
the Unit HR. Employee of the Month ‘Nomination Form’ forms the basis for such awards.
 The Employee of the month award for the previous month is handed over to the respective employee during the birthday celebrations of that
month.

 All the employees are invited for the presentation of the award.
 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.
7.12 Gifts to Staff By Guest

Gifts given by the guest to the staff should be declared by the concerned staff member to the department head and only with the specific written
permission of the Department Head and approved by the GM should such gifts be allowed to be taken out of the hotel premises by the employee
concerned. The practice of accepting gifts should, however, be discouraged.
 Whenever any employee receives any gifts from guest, he/she should immediately inform the area-in charge or the Department Head about
the specifics of the guest’s room no. and name and nature of gifts.
 No item purported to be a gift item from the guest should be seen in possession of an employee or in his/her locker without a written slip with
the initials of the areas-in charge or the Department Head and approved by the GM.
 An employee not declaring the gifts before the Department Head or possessing a slip signed by the Department Head and approved by GM
shall be liable to disciplinary action if the item is recovered from his/her possession.
 In case of a person who frequently gets gifts from guests, a check should be made by tactfully verifying the same from the guest.
 Liquor as a gift by a guest will have to be deposited with the F & B Control department.
7.13 Staff Welfare Programs

Social activities are excellent means of prompting camaraderie and team spirit amongst hotel staff. The personnel in charge is responsible for
initiating regular social and sporting activities which provide opportunities for staff to get to know each other outside work.
Hotel shall consider the needs of its employees and develop the recreation room with these needs like magazines related with hotel industry,
newspapers and indoor games like chess, carom, etc. Inter hotel matches in various sports field will be encouraged.
Following is the month – wise activity calendar, which needs to be conducted in the hotel :
January 2014 February 2014
Celebration of Republic Day and Special Lunch for Staff in the
Cafeteria on the occasion Health Check Up by Doctor – General Physician
Town Hall Meeting and monthly Staff Birthday Cake Cutting and Town Hall Meeting and monthly Staff Birthday Cake Cutting and Employee
Employee of the Month announcement of the Month announcement
Food festival celebration at staff dinning
March 2014 April 2014
Movie Show for Staff Motivational Session By External Management Personnel

Dental Check Up by Doctor – Dentist
May 2014 June 2014
Food festival celebration at staff dinning Movie Show for Staff
Indoor Games Competition Staff Picnic
July 2014 August 2014
Eye Check Up by Doctor Staff Celebration of Independence Day 15th August, 2014
Staff Sports and Indoor Activities Motivational Session By External Management Personnel
September 2014 October 2014
Movie Show for Staff Food festival celebration at staff dinning
Quiz Competition for Entire Staff Diwali Sweet Distribution
November 2014 December 2014
Conduct lectures by ESIC & PF authorities Food festival celebration at staff dinning
Movie Show for Staff Christmas Day Celebration
7.14 F&B Discounts

As part of Clarks Inn Group of Hotels policy is to provide adequate welfare amenities. Employees will be eligible for food & beverage discounts
for personal consumptions as detailed below:
All Executives will be entitled for discounts at all F & B outlets (except banquets). Staff / Supervisors shall be entitled for discounts only at a
pastry shop on cash payment and will not be allowed to entertain / eat at any of the outlets. Prior approval of G.M. needs to be taken.

GENERAL RULES
 Employees shall be entitled for 50% discounts at F&B outlets as detailed above for each of the category and a 30% in pastry shop (where
applicable).
 However the billed amount shall be only on cash payment basis. Other than the H.O.D.’s / managers all other category of employees shall
take the permission of the GM before availing this facility.
 Executives should not use any outlet of a hotel, which is generally busy. In any case guest bookings will have priority over reservations made
by the executives.
8.0 Statutory Compliance
8.1 ESIC Procedure

 Every employee who draws a Gross salary below 15000/- is covered under the ESIC scheme.
 4.75% is calculated for employer's contribution and 1.75% is employee's contribution. Hence, the contribution is 6.5% of the total salary i.e.
(Basic + HRA)
 All employees joining the firm are required to fill the ESIC form for the coverage under the ESIS scheme.
 An employee who has just joined and does not have a temporary card from the ESIC will be covered under ESIC form-86 in case of accidents
occurring during the course of employment.
Statutory Forms for ESIC Compliance :
 Form – 01 - Employer’s Registration Form.
 Form – 01 (A) - Form of Annual Information on Factory / Establishment covered under ESI Act
 Form – 1 - Declaration Form
 Form – 1 (A) - Family Declaration Form
 Form – 2 - Addition / Deletion in Family Declaration Form
 Form – 3 - Return of Declaration Form
 Form – 5 - Return of Contribution
 Form – 6 - Register of Employees. It is Half Yearly returns of each and every employee. it should be submitted before of 12th
of May & November
8.2 Provident Fund

Every month from the employee’s salary a deduction is made by way of employee’s share of contribution i.e., 12% of Basic pay. A similar
amount is also deducted from the employer out of which 8.33% goes to the Pension Fund subject to a ceiling of Rs.541/- This being the
maximum allowable under the Provident Fund Act for an employee drawing a Basic salary up to Rs. 6,500/-, the balance amount of 3.67% of the

employer’s contribution goes to the Provident Fund and the difference of the salary of the employee drawing a basic salary more than Rs. 6,500/-
also goes to the Provident Fund.
Statutory Forms for PF Compliance :
 Registration Form - Form Registration of Employer
 Form 2 (Revised) - It is a nomination form and should be filled for every new joinee
 Form 5 - Return of Employees qualifying for membership to the Employees' Provident Fund for the first time during every
month. Within 15 Days of the following month. Should be submitted every month on or before 25th . Details to be entered are name of new
joinee, Fathers name, Date of Birth and Date of joining.
 Form 10 - Return of members leaving service during the month. Should be submitted every month on or before 25th along
with Form 5 Details to be entered are name of leaving employee, Fathers name and Date of leaving.
 Form 12A - Consolidated Statement of dues and remittance by 25th of the following month to which the dues relate.
 Form 3A - Member's annual Contribution card : Form showing month wise recoveries towards EPF & Pension Fund in
respect of a member for one financial year. To be furnished by the employer before 30th April of the following year.
 Form 6A - Consolidated annual contribution statement : This form provides annual contributions of each member of the
establishment . A vital form for compiling the annual Provident Fund statement of a subscriber. To be submitted by 30th April.
8.3 Gratuity Procedure

 The Gratuity to every employee is payable if any one of the following is fulfilled:
1. 5 Years of continuous service.
2. Death.
3. Permanent total disability.
[Whichever is earlier].
 15 days of salary for every year of completion of service is applicable.
 The basic salary is divided by 26 days for arriving at the per day figure i.e. if an employee completes his 5 Years of service. The employee
will then be eligible for 75 days gratuity.
 Form F has to be filled as a nomination form under the payment of Gratuity Act .
8.4 Filing of ER-I & ER-II

 Under the compulsory notification of vacancies act, each and every organization has to file two returns known as ER-I and ER-II.
 ER-I is a quarterly return, specifying the no of employees engaged by an organization and the no of vacancies arising.
 ER-II is a annual return to be submitted to the Employment Exchange specifying the brief history of the organization and various positions in
the organization specifying the required qualifications.

9.0 FORMATS
9.1 MANPOWER SHEET
CLARKS INN - MANPOWER SHEET

BUDGET ACTUAL
Other Date of Date of
Department Designation No. Salary Name Designation No. Salary Benefits Joining Increment
Admn GM 1
ACCOUNTS
Accounts AM - Accounts 1
Accounts A/C Exec. 1
PURCHASES & STORES

Admn Purchase Exec 1
HUM AN RESOURCE
HR AM – HR 1
EDP
Admn IT Executive 1
FRONT OFFICE
Front office AM – FO 1
Front office FO Exec. 1
Front office GRE 1
Front office FOA 1

Front office FOA 1

Front office FOA 1
Front office Bell Boy 1
HOUSEKEEPING
HK AM – HK 1
HK HK Sup. 1
HK HK Sup. 1
HK Desk Att. 1
HK Room Att. 1
HK Room Att. 1
HK Room Att. 1
HK Room Att. 1
HK PA Att. 1
HK PA Att. 1
HK PA Att. 1
HK Tailor 1
MAINTENANCE
Engg Maint. Engg. 1
Engg Engg. Sup. 1
Engg Technician 1
Engg Technician 1
Engg Technician 1
Engg Plumber 1
Engg Painter 1

F&B SERVICE
F&B F&B Manager 1
Banquets
F&B Banquet Exec. 1
F&B Captain 1
F&B Sr.Steward 1
F&B Steward 1
Bar
F&B Bartender 1
F&B Ass. Bartender 1
F&B Steward 1
Room Service
F&B Captain 1
F&B Steward 1
F&B Steward 1
F&B Steward 1
Restaurant
F&B Captain 1
F&B Captain 1
F&B Steward 1
F&B Steward 1
F&B Steward 1
F&B PRODUCTION
Food Prod. Exec. Chef 1

Indian
Food Prod. CDP 1

Food Prod. Commis 1 1

Chinese
Food Prod. DCDP 1
Continental & Pantry
South Indian
Tandoor
Food Prod. DCDP 1
Halwai
Food Prod. DCDP 1
Bakery
Kitchen Stewarding
Food Prod. KST Sup. 1
Food Prod. KST Boy 1
TRANSPORT / VALET
Admn Driver 1
Sales
Sales Sales Manager 1
Sales AM – Sales 1
SECURITY
Security Sec. Sup. 1
Security Guard 1
Security Guard 1
Security Guard 1
Security Guard 1
Security Guard 1
Total 0 0 Total 0 0
BUDGET ACTUAL VARIANCE

No. Salary No. Salary No. Salary
Total 0 0 0 0 0 0
Amount Amount
Co. ESI Contribution 0 0 0 0 0 0
Co. PF Contribution 0 0 0 0 0 0
Accommodation 0 0 0
S&W 0 0 0 0 0 0
Hotel Revenue 0
S&W Percentage

9.2 INTERVIEW APPRAISAL (Please attach this form with Application for employment)
FORM
NAME : ________________________ PERSONAL DETAILS: AGE:_________ MARITAL STATUS: ________
EDUCATIONA L QUALIFICATION: __________________________________________________
______________________________________________________________________________________
CURRENT POSITION: _______________ POSITION APPLIED FOR: __________________
SALARY DRAWN: Rs. __________________ SALARY EXPECTED: Rs. ___________________
WORK EXPERIENCE: ________________________________________________________________
Reference: 1) _______________________________________________________________________
2) _____________________________________ __________________________________
FOR OFFICE USE ONLY Rating: 1. Below Average 2. Average 3. Good 4. Outstanding
HRM HOD GM/VP Total Rating
Qualities
Grooming & Personality
Communication Skills
General Status of Health
General Knowledge
Job Knowledge
Attitude
OTHER OBSERVATIONS: ____________________________________________________________

REMARKS: __________________________________________________________________________
ASSESSED BY: ___________________________ SIGNATURE:________________________
DATE:__________________
HR MANAGER DEPARTMENT HEAD GM /

VP

9.3 REFERENCE Referee Name
CHECK Relationship with the Candidate
Period of Acquaintance
Reference Rating
The key competencies and skills From your observations, how do you rate the candidate on each of these competencies?
we are looking for are: (elaborate on competencies as necessary) Rating on a scale of 1-10, 10 being the highest.
Strategic Capability Rating:
Reason :
Functional Excellence Rating:
Reason :
Taking Ownership Rating:
Reason :
Loyalty and Integrity Rating:
Reason :
Man – Management Capability Rating:
Reason :
How well did the candidate get on with his/her:
Peers -
Superiors –
Subordinates –
What was the candidate’s timekeeping like? Was he/she prepared to work extra hours when required?
Did the candidate have any personal, health or injury problems that affected his/her performance? (Eg: illness, chronic injury,
relationships, alcohol, drugs, debts, gambling, crime).
Would you re-employ the candidate if you had a suitable position? (ascertain speed of response)
We are considering the candidate for a Senior position in the company, which involves close interactions with the senior-most
executives. How do you think he/she would go in this position?
Integrity:
Technical Competence:
Team Leader & Member:
Reliability:
Personality:
Suggested Areas of Improvements :

9.4 OFFER Address of Candidate
LETTER
Date:
Subject: OFFER OF APPOINTMENT
In reference to your application and subsequent interviews with us, we are pleased to offer you the posit ion
of (Position) – (Unit Name), on behalf of (Unit Company Name) on the terms and conditions as discussed
with you.
You are requested to report on duty, on or before (Date) at (Unit Name) at 10 am & take charge of your
position. In case, you fail to report on duty on the date stated above, unless otherwise agreed in written, the
Offer shall stand automatically withdrawn.
On the day of your joining you are required to submit the following documents for processing the
appointment letter.
1. Relevant copies of Academic / Professional attainments and work experience.

2. Documentary evidence of Date of Birth, Permanent Address Proof, No Dues Certificate and Relieving
letter.
3. Details of last salary appointment letter of current employer.
4. Three copy of color photographs.
The formal letter shall be handed over to you soon after your joining the company.
WITH BEST WISHES,
FOR AND ON BEHALF OF

(Unit Company Name)
(Designation and Unit Address)

9.5 PERSONAL FILE CHECKLIST
DOCUMENT CHECKLIST FOR PERSONAL FILES
Source of
S No. Documents Qty Remarks
Documents
1 Resume 1
2 Photographs 4
Company Details
3 Interview Appraisal Form 1
4 Personal History Form 1
5 Signed Appointment Letter 1
6 Permanent Address Proof 1
7 Verification Copy 1
8 12th Marks Sheet 1
Qualificatio
Education
9 Degree Marks Sheet 1
n
10 Degree certificate/provisional degree certificate 1
11 Any other Degree / Certificate 1
12 Working Appointment Letter for previous company 1
13 Last Salary slip 1
Last
14 Relieving letter from previous employers 1

15 Experience Letter from all previous employers 1
16 Performance Appraisal 1
Other Documents
17 Increment / Promotion Letter 1

18 Appreciation Letters 1
(If Any)
19 Warning Letters 1
20 1
21 1

9.6 APPLICATION FORM –
STAFF APPLICATION FORM
POST ___________________
1. Name (Full) ______________________________________
2. Father’s / Husband’s Name __________________________
3. Date of Birth______________________________________
4. Place of Birth_____________________________________
5. Nationality _______________________________________
6. Permanent Address ________________________________
7. Present Address ___________________________________
8. Contact No. _______________________________________
9. Marital Status _____________________________________
10. ID Proof _________________________________________
11. Family Background:
Name Occupation Age Contact No.

Father’s Name
Mother’s Name
Brother / Sister
Spouse Name
Son
Daughter
12. Educational Qualifications/Institutional Training:
Examination University / Board / Year Division Subjects

Passed Institute

13. Service Experience:

Organisation & Add. From To Salary Reason of Leaving
14. Languages Known:

Write Oral Read Speak
English
Hindi
Other Language
Other Language
15. References:
S. No. Name Relationship Designation Contact No.
16. Does any relative work in our organisation. If Yes mention the detail below:
S. No. Name Relationship Designation Contact No.

17. Certified that the Statements made by me in answer to the foregoing questions are true
complete and correct to the best knowledge and belief. I understand that any mispresentation
or material omission made on the personal history rendors me liable to termination or
dismissal in any employment obtained on the basis of statement made herein.
Date:______________ Signature: _______________
For office use only
JOINING REPORT
NAME:
DESIGNATION:
DEPARTMENT:
DATE OF JOINING:
CONTACT NO:
E MAIL ID:
SIGNATURE & DATE:
EMPLOYEE CODE
PF NO.
ESIC NO.
CTC
SIGNATURE OF HR MANAGER
DATE

9.8 APPLICATION FORM –
EXECUTIVE (To be filled by the candidate in his own handwriting)
1. Position
2. Name in full (Block capitals)
3. Present Address
______________________
4. Permanent Address
______________________
5. Phone (if any) ______________________

6. Date of Birth & Age
7. Father’s Name & Occupation
8. Place of Birth
9. Marital Status Married   Bachelor   Others ( )
10. Spouse’s name & occupation ________________________
11. No. of children with age ________________________
12. Academic Record (please begin with High School)
Qualification Year School / College Main Subjects Class Awards /
Passed Board / University / Div Achievements
13. Professional Membership (Are you a member or any professional organisations? If y es,
give details.)
Name & Address of Organisation / Date since Contribution (if any)
Association Member

14. Employment History (Begin with your PRESENT employment & work backwards)
Month & Year Name & Address of Designation Salary per month Reasons for
Employer and (gross) leaving. Please
Nature of Business be specific
From To On On
Joining Leaving

15. Details of Present Salary and Benefits
Name Particulars Amount Per Month Remarks
Remuneration  Basic Salary
 DA
 Other Allowance
Residence  Free Accommodation
 Free furnished / Semi
furnished
 House Rent Allowance
Conveyance  Company Car
 Conveyance Reimbursement
Others  Medical Subsidy / Allowance
 Leave Travel Allowance
 Bonus / Ex Gratia
Retirement  Contributory P.F. @ Rate
Benefits  Gratuity
 Pension Benefit
Additional information / details not given above.
_________________
16. Extra Curricular Activities __
__
__
17. Passport Details _______________________________________________________

__
__
18. Driving License Details ______________

_______________________________________________________________________
_______________________________________________________________________
____________________________________________________________________
19. Have you ever been convicted by any court? _____________
_______

20. References: Other than relatives.
Name & Designation Address with Phone Number
A.
B.
C.
21. Have you any objection to our making enquiries from your present employer? Yes / No :
22. Have you had any recent serious / long illness in the last 02 years.If so please give
details.
____________________________________________________________
____________________________________________________________
23. Employment might entail assignment and travel to any part of India. Have you any
disinclination or disabilities which might limit your prospective field of work of your
ability to engage in travel or residence in any part of India? Yes / No :
I Certify that the statements made by me in answer to the foregoing questions are true
complete and correct to the best of my knowledge and belief.I understand that any
misrepresentation or material omission made on the personal History renders me liable to
termination or dismissal in any employment without notice obtained on the basis of Statement
made herein.
Date:
Place: (Signature of Candidate)
FOR OFFICE USE ONLY

(To be filled by accounting authority)
Designation
Grade & CTC P.M.
Place of Posting Date of Joining
Manager (HR)

9.8 APPOINTMENT LETTER
Date
Mr.
Address
Dear Mr.__________,
This has reference to your application and subsequent interviews you had with us. We are pleased to offer you a position of (Designation), behalf of (Unit
Company Name), on the following terms & Conditions:
APPOINTMENT:
The appointment will take effect from the date of your joining, which should not be later than (date).
COMPENSATION:
The Package shall be as per annexure attached herewith
PROBATION:
1. You will be on Probation for a period of Six months from the Date of Joining. During the period of probation, your service may be terminated
by the management without assigning any reason(s) thereof.
2. If found necessary, the probationary period may be extended for a period up to Six months at the sole discretion of the management or
may be dispensed with earlier during the probation or the extended period of probation.
3. On Satisfactory Completion of the probationary period, you will be confirmed & confirmation will be construed to have taken place only when
you are notified by us in writing to this effect. Unless Confirmed in Writing, You will be deemed to be a Probationer even after the expiry or
either initial or extended period of probation.
4. During the period of probation of your service you will not be eligible for any leave. However, in case of emergency, if you do not report to duty
on any day (s), the said day (s) will be treated as ‘Absent’ and you will not be entitled for the salary during the period of your absence
5. At any time during your employment if you wish to leave the services of the company, you are required to give a notice period of one month or
give one – month salary in lieu of notice. After confirmation, in case you are being terminated, you will be served with one month notice or given
one month salary in lieu of notice.

PLACE OF POSITION:
6. Your place of posting will be at our Unit Hotel, but the management may transfer you to any other unit / section / department and / or its
subsidiaries and associates in any part of the country where the company has an office / branch / unit / works or may have at any time
depending upon the exigencies of work and at the sole discretion of the management. 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.
INCREMENT:
7 Your Annual increment will be based on your efficient and satisfactory performance, the discharge of your duties as well as financial prosperity
of the company and can be withheld in case your work and performance are not satisfactory and the management will be the s ole judge.
REPORTING:
8 You will report to (Unit GM / Department Head) or any other person nominated by the Management of the company, as and when required.
DUTIES:
9 (Overall Responsibility)
MAINTENANCE OF SECRECY :
10 You will not divulge or give out to anyone in any manner particulars or details or any other trade secrets, manufacturing or research process,
financial, administrative and / or organizational matters or any transactions or affairs of the company of confidential nature. Any breach of this
confidence will cause your services to be terminated.
ACCOUNTAB ILITY :
11 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.
RULES & REGULATIONS :
12 During your employment in our company, the terms of service governing officers of the company, which may be changed or modifi ed at any
time by the management according to prevailing conditions will apply mutatis -mutandis at the discretion of the management.

13 Apart from above, you will also be bound by any rules and regulations and office orders enforced by the management from ti me to time. On any
matters relating to service conditions or otherwise, which will be deemed as rules and regulations and form part of these ter ms of employment.
GENERAL RULES:
14 The company’s personnel are whole time employees and are expected of them to devote their whole time attention towards the interest of the
company. You will not thus engage yourself either paid or in the honorary capacity, for any work other than the company’s work.
15 This position as offered to you is in the officer’s cadre and its continuance is subject to your being found and remaining medically fit. You shall
appear before the medical practitioner nominated for the purpose of medical examination and / or health survey from time to time.
16 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 without
assigning any reason.
17 You will retire from the services of the company on attaining the age of 58 years.
You are requested to return the duplicate copy of this letter duly signed by you in token of you acceptance of the appointment on the above terms and
conditions.
With best Wishes,
DECLARATION BY THE EMPLOYEE: Yours Sincerely,

I have read and understood the above terms and conditions.
I under take to abide by the terms and conditions.
(Unit Head Name)
DESIGNATION
Signature of Mr.
DATE :
ANNEXURE-I
MONTHLY SALARY PACKAGE COST TO COMPANY OF

Mr.
Basic Pay
HRA
Conveyance Allowance:
Medical Reimbursement:
Special Allowance
Provident Fund
Gross package CTC
NOTE: ALL THE REIMB URS EMENTS SHALL BE SUBJECTED TO SUBMISSION OF

RECEIPTS
(Unit Head Name)

DESIGNATION
9.9 CONFIRMATION LETTER
Name
Designation
Unit Name
Place
Date :
Sub : Confirmation Letter
Dear Mr. ,
Keeping in view of your performance, the management is pleased to confirm your employment with us with effect
from ________________(date).
All other terms and conditions of your employment shall remain the same as per your appointment letter.
Best Wishes
For Unit Name
General Manager’s Name

Designation
9.10 INCREMENT LETTER
Date
Mr.
Designation & Unit Hotel Address
Sub : Increment Letter
Keeping in view of your performance and your evaluation, the Management is pleased to raise your salary to Rs.(Amount) CTC per month
with effect from (Date).
Best Wishes
For Unit Name
Unit Head
Designation
Annexure : MONTHLY SALARY PACKAGE (COST TO COMPANY) of Mr.
Basic Pay
HRA
Special Allowance
Gross package CTC
NOTE: ALL THE REIMBURSEMENTS SHALL BE SUBJECTED TO SUBMISSION OF RECEIPTS
(Unit Head)
Designation
9.11 PROMOTION LETTER
Mr.
Unit Head Name
Address
Date :
Sub : Promotion Letter
Dear Mr. ,
Keeping in view of your performance, the Management is pleased to promote you to (Designation) with effect from (Date).
Best Wishes
For Unit Hotel Name
Unit Head Name

Designation
9.12 PROMOTION AND INCREMENT LETTER
Mr.
Designation
Address
Date :
Sub : Promotion and Increment Letter
Dear Mr. ,
Keeping in view of your performance, the Management is pleased to promote you to (Designation) with effect from (Date).
In addition, we are also pleased to raise your basic salary to Rs (Amount) Per Month with effect from (Date) as per annexure attached
herewith.
Best Wishes
For Unit Hotel Name
Unit Head Name
Designation
Annexure : MONTHLY SALARY PACKAGE (COST TO COMPANY) of Mr.
Basic Pay
HRA
Special Allowance
Gross package CTC
NOTE: ALL THE REIMBURSEMENTS SHALL BE SUBJECTED TO SUBMISSION OF RECEIPTS

(Unit Head Name)
Designation
9.13 PERFORMANCE APPRAISAL FORM – STAFF
Name of employee _________________ Employee Code ________________
Date of Joining ____________________ Designation on Joining ___________
Department ______________________ Designation at present ___________
Period under review__________ to ________
To be rated by the Appraiser Outstanding Good Satisfactory Poor

10 8 6 4
1 Job Knowledge
2 Ability to work with people
3 Dependability
4 Initiative
5 Attitude towards work / organization
6 Ability to communicate
7 Tidiness of work place / equipment
8 Attendance
9 Grooming
10 Supervisory skills (*Applicable to Supervisors category)
Grand Total
Whether recommended for promotion : Yes / No
If yes, give reasons _____________________________________________________________________________
Comments of the HOD _____________________________________________________________________________
Signature of appraisee Signature of appraiser Signature of HOD
Date Date Date
Signature of HRM Signature of GM

Date Date
9.14 PERFORMANCE APPRAISAL FORM – EXECUTIVES
Name_______________________________ Joined on___________________________ Designation__________________________
W.E.F._____________Dept______________ Present Salary Rs.____________________ Others______________________________
Qualification________________________________________________________________
PREVIOUS RECORD
S.No. Month & Year Amount Increment / Promotion
Attributes (Performance) Rating (Scale)

Exceptional V.Good Good Fair Unsatisfactory
Job Knowledge (Theoretical and practical Know - how to do job
Attitude (Enthusiasm shown to job and loyalty to company)
Organising ability (Effectiveness in planning own work and of subordinates)
Judgement (Ability to obtain and analyse facts & apply judgement)
Dependability (Ability to carry out assignments effectively so as to achieve desired
results)
Dealing with people, ability to control and influence staff
Delegation ability to assign work and coordination with sense of responsibility
Leadership ability to stimulate others to Work
Speed, correctness in work
Cost Consciousness
Foresight ability to forecast requirements
Potential for development
Appraisal done by_____________________________Designation________________________

Remarks if any_________________________________________________________________ (Signature of Appraiser)
Reviewed by__________________________ Designation_______________________________

Remarks if any_________________________________________________________________
Signature of Appraisee Signature of Reviewer
9.15 CLEARANCE FORM
CLEARANCE FORM
Name : ______________________________________ Designation : ___________________________
Employee Code : ______________________________ Department : ___________________________
Date of Joining : _______________________________ Date of Leaving : ________________________
HEADS SIGNATURE AND DATE

F&B Production
F&B Service
Front Office
Housekeeping
Information Technology
Purchase
Accounts
Human Resources ID Card
Name Badge
Locker Key
Uniform
General Manager
9.16 EXIT INTERVIEW FORM
EMPLOYEE NAME: EMPLOYEE CODE:
DESIGNATION: JOINING DATE:
REPORTING TO: DATE OF INTERVIEW:
INTERVIEWER NAME:
1. Reasons for leaving the job?
2. Did anything trigger the decision to leave?
3. Most satisfying thing about the job?
4. Least satisfying thing about the job?
5. If you can change something, then, what would you change in your job
6. Did your job-duties turnout to be as you expected?
7. Did you receive enough training to do your job effectively?
8. Did you receive adequate support to do your job?
9. Were you satisfied with this company’s performance review process?
10. Did the company help you to fulfill your career goals?
11. What would you improve to make our workplace better?
12. Would you consider working again for this company in the future?
13. What do you like most about the company?
14. What could your immediate supervisor do to improve his or her management style?
ALMOST ALWAYS SOMETIMES NEVER
1) Was consistently fair?
2) Provided recognition?
3) Resolved complaints?
4) Was sensitive to employees’ needs?
5) Provided feedback on performance?
6) Was receptive to open communication?
7) Followed company’s policies?
15. What does you new company offer which this company doesn’t?
16. Can this company do anything to encourage your stay?
17. If you had had a magic-wand, then what would you have changed here?
18. Did you find any change in the people’s behavior after your resignation?
19. Would you like to be an Alumni for this company?
20. Any other comments?
INTERVIEWEE SIGNATURE INTERVIEWER SIGNATURE
9.17 ACCEPTANCE OF RESIGNATION
Mr.
Designation
Hotel Name and Address
Date:
Subject: ACCEPTANCE OF RESIGNATION
With reference to your resignation dated ______________, the management has accepted your r esignation.
Your last date of working would be ______________________ and you are, hereby, advised to complete the Formal Handover Process..
FOR AND ON BEHALF OF

Unit Name
Name of Unit Head

Designation
9.18 SALARY SHEET

Proposed Salary for the Month of February 2014
Sal ary Breakup

Employer
Name of Basic M edical Spl . Total W orking

S.No. empl oyee Designation Dept DOJ CTC Pay HRA Conv. Al l ow . Allow. Gross EPF ESI Days Days
Actual Sal ary Breakup w ith Deduction

Employee
Basic M edi. Spl

Pay HRA Conv. Al l ow . Al l ow . Gross PF ESI ADV/Mob Arrears Net in Hand
9.19 STAFF
LOCKER Name: Employee Code
UNDERTAKING
Designation Department
To
HR Manager
Clarks Inn
Sub.: Staff Locker Undertaking
I acknowledge that I have taken the possession of Locker No. ______________ with one key bearing number _________, which is allotted to me
for my use w.e.f. __________ .
I have taken the Locker as mentioned above under the following terms & conditions:
1. I shall report the loss of the key anytime to the HR Department immediately a nd I agree to pay a sum of Rs.50/- (Rupees Fifty Only) towards
the cost of the duplicate key. Also I shall not make any duplicate key further on my cost and hand it over to any other person.
2. I shall not change the lock without prior permission of HR Department.
3. I am aware that the locker has been given to me solely for the purpose of keeping my uniform and my personal clothing during my duty
hours. I will not keep food, alcoholic drinks, perishables, inflammable materials and soiled clothes or such articles specifically prohibited.
4. The Locker shall be kept clean at all times.
5. I understand that the management reserves the right to inspect the lockers at any time, at their discretion without my knowle dge.
6. I am aware that the locker facilities can be withdrawn at the discretion of the management at any time.
7. I will surrender the locker and the key at the termination of my services or on my leaving the services, before my other dues are cleared.
8. I am aware that the management is not responsible for the safekeeping, theft or loss of any article that is kept in the locker by me. However
management has taken every precautionary step to avoid any theft.
9. I have a copy of this letter for my information and a copy of the same is being placed in my Personal File.
10. I shall share the locker if so required by the management.
_______________
Employee Signature
9.20 NOMINATION
FORM FOR CLARKS INN
EMPLOYEE OF
THE MONTH
NOMINATION FOR EMPLOYEE OF THE MONTH
Name of the Employee:

___________________________________ Emp. Code: ______________
Department:____________________________________________ Month:
(Please tick one)

S. No Criteria / Parameter Outstanding Excellent Good Remarks
1 Attendance
2 Punctuality
3 Grooming
4 Team Work
5 Customer Orientation
6 Ownership
7 Product knowledge
8 Target
RECOMMENDATION BY THE HOD:
SIGNATURE OF HOD
Note: For qualifying for nomination, the Team Member should have 100% attendance during the mon th
9.21 EMPLOYEE OF THE MONTH CERTIFICATE
9.22 Name : Date of Counseling : Department :
EMPLOYEE Designation : DOJ : Employee No. :
COUNSELING Nature of Violation : Action Taken :
FORM Improper Conduct Verbal Warning
Refused to Follow Instructions Written Warning
Breach Of Company Rules Suspension
Unexcused Absences and/or Tardiness Termination
Unsatisfactory Performance Others, Please Specify :
Carelessness during duty hours
Harassment
Misappropriation of company assets / funds
Summary of Violation (Attach any additional documents, if required) ___________________________________________________

_______________________________________________________________________________________________________________
Has Employee been counseled previously? YES NO
Previous Counseling Session:

Action Taken Date By Whom
First Counseling
Second Counseling
Third Counseling
Employee’s Remarks (regarding violation): _________________________________________________________________________

_______________________________________________________________________________________________________________
Supervisor/ Manager’s Remarks: __________________________________________________________________________________

_______________________________________________________________________________________________________________
Corrective / Disciplinary Action to be Taken: ________________________________________________________________________

_______________________________________________________________________________________________________________
Follow up Date (s) ____________________________
I have read this “Counseling Statement” and understood it. The Form of discipline depends on the circumstances, including per formance, attendance
and behavior issues.
_________________ ______________________ _____________________

Signature of Employee HOD’s Sign Manager Human Resources
9.23 HR & HUMAN RESOURCES & TRAINING REPORT
TRAINING NAME OF THE HOTEL :_____________________________ NUMB ERS OF ROOMS : _______ MONTH : ______________
REPORT A : Opening Manpower Count B : Closing Manpower Count C : Monthly Average Manpower Count (A+B/2)
Regular HOT / JT / IT Total Regular HOT / JT / IT Total Regular HOT / JT / IT Total
D : Monthly Attrition (A-B) E : Monthly Attrition % (D/C X 100) F : Total New Joinees G : Total Open Positions
H : Total Payroll Amount I : Payroll % of Revenue J : Nos. of employees K : Cost of employees engagement
engagement activities activities
LIST OF EMPLOYEMENT ACTIVITIES

Description Date of Activity Time Venue No. of Employees Attended
LIST OF NEW JOINEES

Name Department Designation DOJ Gross Previous Previous Previous Gross
Salary Organisation Designation Salary
LIST OF SEPARATED EMPLOYEES

Name Department Designation Date of Leaving Reason for Leaving Tenure in the Hotel
LIST OF OPEN POSITIONS

Designation Department Gross Salary Net Salary Average Experience Pre-requisites Qualification
Training & Development

Total No. of Training Hours Conducted By
Front House F&B Service Food Engineering Purchase Unit Head Human Total Training
Office Keeping Production & Stores Resources Hours

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CLARKS INN GROUP OF HOTELS

S.No. Topic Page No.

1.1 General Manager 7 – 10

1.6 Reservations Assistant 15 – 16

1.7 Telephone Operator 16 – 17

1.8 Bell Boy 17 – 18

1.10 Parking Valet / Driver 19

1.11 Executive Housekeeper 20

1.12 Housekeeping Supervisor 21 – 22

STANDARD OPERATING PROCEDURES – HUMAN RESOURCE Page 1 UP HOTELS CLARKS LIMITED

1.25 Chef de Partie 35 – 36

1.27 Kitchen Stewarding Executive / Supervisor 37

1.28 Utility Worker 38

1.29 Chief Engineer 39

1.30 Engineering Supervisor 40

1.31 Engineering Technician 41

STANDARD OPERATING PROCEDURES – HUMAN RESOURCE Page 2 UP HOTELS CLARKS LIMITED

1.45 Training Manager 52 – 53

1.46 Security Officer 53 – 54

1.47 Security Supervisor 54 – 55

1.48 Security Guard 55

2.0 Job Specifications 56 – 61

3.0 Manpower Planning 64

STANDARD OPERATING PROCEDURES – HUMAN RESOURCE Page 3 UP HOTELS CLARKS LIMITED

6.3 Handling Resignations and Clearance Procedure 72

6.4 Terminating an Employee 72 – 73

6.5 Conducting Exit Interviews 73

6.6 Handling Exit Employee Records 73

6.7 Salary Procedure 74

6.8 Disciplinary Procedure 74

6.9 Re – Employment Procedure 74

STANDARD OPERATING PROCEDURES – HUMAN RESOURCE Page 4 UP HOTELS CLARKS LIMITED

7.9 Handling Lockers 77

7.10 Birthday Celebration of Staff and Executive 77

7.11 Employee of the Month 77 – 78

7.12 Gifts to Staff By Guest 78

7.13 Staff Welfare Programs 78 – 79

7.14 F&B Discounts 79 – 80

8.0 Statutory Compliances 80 - 81

8.1 ESIC Procedure 80

8.2 Provident Fund 80 – 81

8.3 Gratuity Procedure 81

8.4 Filing of ER – I and ER – II 81

9.1 Manpower Sheet 82 – 86

9.2 Interview Appraisal Form 87

9.3 Reference Check 88

9.4 Offer Letter 89

9.5 Personal File Checklist 90

9.6 Application Form - Staff 91 – 93

9.7 Application Form – Executives 94 – 97

STANDARD OPERATING PROCEDURES – HUMAN RESOURCE Page 5 UP HOTELS CLARKS LIMITED

9.9 Confirmation Letter 102

9.10 Increment Letter 103

9.11 Promotion Letter 104

9.12 Promotion and Increment Letter 105