Reduction of Absenteeism Level in Hospitality Industry

ZOYA NASEEM

REG.NO: 3511110954

SUPERVISED BY Mr. R.SHIVA KUMAR PROJECT GUIDE PROF. SUNDARARAJAN DATE: 4TH MARCH – 30TH APRIL 2013

PREFACE

 The purpose of this report is to explain what I learned during my summer

project in the WOW express department at Sheraton Park hotel & towers,

Chennai. This report is also the requirement for the partial fulfillment of the

summer project at the conclusion of the 2nd year Masters in Business

Administration course. The report focuses on the assignments handled,

working environment, success and short comings I had encountered during

my summer project at Sheraton park hotels & towers, Chennai.

 The summer project report contains my Individual observation during the

stipulated period granted by the company and it would be imperative that

recommendations and suggestions be given, to better my observation skills

and knowledge about the company.

 I firmly believe that this stint at Sheraton park hotels & towers has helped

me hone my management skills and also acquire adequate technical skills

required for better understanding of the technical subjects I have chosen in

my final year Post graduation.

ACKNOWLEDGEMENTS  This summer project stint at the hotel has been a great learning experience for me personally, especially to be associated with a hotel like Sheraton park hotels & towers, which is one of the successful brands of Starwood hotels groups.  I would like to extend my sincere gratitude to Mr. Shiva Kumar – Manager, Learning Services & WOW express and his team for giving me the opportunity to complete my summer project at Sheraton park hotels and towers.  I would like to thank Mr. Anurag Mishra , Sheraton Park hotels & towers, for extending his support throughout the summer project and helping me coordinate with the necessary department staff during my stint at the company.  This acknowledgement would be incomplete without the mention of Mr.Prasad Pillai, Sheraton park hotels & towers, Chennai under whose assistance and effective guidance the summer project was completed.  Also would like to extend my gratitude to the entire team of Learning Services and WOW Express team for their kind cooperation and giving me adequate knowledge of the department they handle.

TABLE OF CONTENTS

Sl No Content Page No Chapter 1 Introduction 6 1.1 Industry Profile 7 1.2 Economic Growth 8 1.3 Growth of Industry 9 1.4 Organizational Profile 15 1.5 Need for Study 49 1.6 Literature Review 51 1.7 Objectives of the Study 53 1.8 Limitations 56 Chapter 2 Introduction 57 2.1 Sample Design 59 2.2 Tools of Analysis 60 2.3 Scope and Significance 68 Chapter 3 Six Sigma 69 3.1 Introduction 70 3.2 Features 71 3.3 Methodologies 71 3.4 Quality Management 73 tools 3.5 Six Sigma Softwares 73 3.6 Implementation Roles 74 3.7 Application 75

Chapter 4 DMAIC 76 4.0 Executive Summary 77 4.1 Define 77 4.2 Measure 80 4.3 Analyze 82 4.4 Improve 87 4.5 Control 88 Chapter 5 Conclusion 90 5.1 Improvement Initiatives 91 BIBLIOGRAPHY

CHAPTER 1 INTRODUCTION

 Starwood Hotels and Resorts Worldwide, Inc. is an American hotel and leisure company headquartered in Stamford, Connecticut. One of the world's largest hotel companies, it owns, operates, franchises and manages hotels, resorts, spas, residences, and vacation ownership properties under its nine owned brands.

 Some of the brand names included under Starwood are : Westin Hotels, Sheraton Park, Aloft, Le Meridien, St.Regis, The luxury collection etc.,

 The Sheraton Park hotels & towers are the largest brand serving the needs of business and leisure travellers worldwide. It is the first international hotel

brand to step into markets like China and captivating several key destinations worldwide. 1.1 INDUSTRY PROFILE (SECTOR PROFILE)

 Hospitality is the relationship between the guest and the host, or the act or practice of being hospitable. Specifically, this includes the reception and entertainment of guests, visitors, or strangers.

 The Hospitality industry is a broad category of fields within the service industry that includes lodging, restaurants, event planning, theme parks, transportation, cruise line, and additional fields within the tourism industry.

 The hospitality industry is a several billion dollar industry that mostly depends on the availability of leisure time and disposable income

 A hospitality unit such as a restaurant, hotel, or even an amusement park consists of multiple groups such as facility maintenance, direct operations (servers, housekeepers, porters, kitchen workers, bartenders, etc.), management, marketing, and human resources.

 A hotel is an establishment that provides lodging paid on a short-term basis. The provision of basic accommodation, in times past, consisting only of a room with a bed, a cupboard, a small table and a washstand has largely been

replaced by rooms with modern facilities, including en-suite bathrooms & air conditioning or climate control.

 The Hotel operations vary in size, function, and cost. Most hotels and major hospitality companies that operate hotels have set widely accepted industry standards to classify hotel types.

 The various categories of Hotel includes :- Conference & resort hotels, Historic Inns & boutique hotels, Select service hotels, Limited service hotels, Extended stay hotels, Timeshare hotels & Botels (Floating Hotels).

1.2 ECONOMIC GROWTH – LIBERALIZATION MEASURES

 The economic liberalization in India refers to on-going economic reforms in India that started on 24 July 1991. In 1991, after India faced a balance of payments crisis, it had to pledge 20 tons of gold to Union Bank of Switzerland and 47 ton to Bank of England as part of a bailout deal with the International Monetary Fund (IMF).

 The new neo-liberal policies included opening for international trade and investment, deregulation, initiation of privatization, tax reforms, and inflation-controlling measures.

 The overall direction of liberalization has since remained the same, irrespective of the ruling party, although no party has yet tried to take on

powerful lobbies such as the trade unions and farmers, or contentious issues such as reforming labour laws and reducing agricultural subsidies.

 The fruits of liberalization reached their peak in 2007, when India recorded its highest GDP growth rate of 9%. With this, India became the second fastest growing major economy in the world, next only to China. The growth rate has slowed significantly in the first half of 2012.

 An Organization for Economic Co-operation and Development (OECD) report states that the average growth rate of 7.5% will double the average income in a decade, and more reforms would speed up the pace.

1.3 GROWTH OF INDUSTRY – LAST DECADE  The constant transformation has made the Indian hotel industry more functional and practical and has gained a level of acceptance world over.

 The standards of facilities and services offered have evolved over the last decade towards the extensive use of technology, environment friendly services, pricing, market segmentation, regional preferences etc.,

 The Indian hotel industry has seen a significant growth in room inventory across categories from upscale luxury to limited services and, boutique and budget hotels.

 With the continued growth in India's GDP, improvement in the per capita income, and increased aspirational spending, the Indian hospitality sector is expected to grow faster than most countries around the world.

 According to the Consolidated FDI Policy, released by DIPP, ministry of Commerce and Industry, government of India, the government has allowed 100 per cent foreign investment under the automatic route in the hotel and tourism related industry.

 According to World Travel & Tourism Council, by 2020, travel and tourism investment is estimated to should reach US$ 109.3 billion or 7.7 per cent of total investment.

 Federation of Hotel and Restaurant Associations of India states that India currently has over 200,000 hotel rooms spread across hotel categories and guest-houses and is still facing a shortfall of over 100,000 rooms.

 The Indian hotel industry is seeing huge spurt of foreign investment and international brands entering the fray. Most major international hotel brands such as Starwood, Hilton, Marriott, Hyatt and Accor already have a growing presence in India

1.3.1 GROWTH DRIVERS OF HOSPITALITY INDUSTRY IN INDIA:

Regulatory External Drivers Internal drivers Drivers

 Incentives by Central &  Strong Economic Growth  Hosting major sporting State Governments events

 GDP growth rate of 9%  Elimination of Customs p.a was achieved for the  International sporting duty on the import of year 2010. Growth rate of events like Formula One raw materials, 8.7% p.a has been race in the National Equipment, Liquor etc., forecasted till 2016 to Capital Region (NCR) in  Fringe benefit tax enable hospitality sector 2011 are set to boost exempted on crèche, growth. hospitality. employee sports, guest  FDI inflow increased due  Ministry of Tourism house facilities. to allowance of 100% FDI estimates a shortage of  Five year tax holiday & better infrastructure 0.15 mn hotel rooms in granted to 2-4 star hotels availability. 2011, of which two-thirds in specified districts  Hospitality sector are in the budget having UNESCO world handled 5.58 mn category. heritage sites. international tourists  Rising disposable  Exemption of Luxury and arrivals(8.1% Y-o-Y incomes, cheaper sales tax for 5-7 years for growth) and 740.21 mn airfares, changing new projects. domestic tourists in 2010 consumer lifestyle and  Introduction of M-VISA (10.7% Y-o-Y growth) ease of financial to boost the medical  The “Incredible India” transactions leading. tourism in the country. and “Atithi Devo Bhavah” campaigns have improved foreign tourist outlook for India.

GRAPHICAL ANALYSIS OF OCCUPANCY LEVEL, AVERAGE ROOM RATE & REVENUE PER ACCOMODATION ROOM

Occupancy levels(%), Average Room Rate (USD) and RevPAR* (USD)

Average Room Rate RevPar Occupancy levels 200 74% 72% 70% 150 68% 66% 100 64% 62% 60% 50 58% 56% 0 54% FY2006 FY2007 FY2008 FY2009 FY2010

GRAPHICAL ANALYSIS OF FOREIGN TOURIST ARRIVAL

Foreign Tourist Arrivals (FTA) in mn

5.58 5.08 5.28 5.17 4.45

2006 2007 2008 2009 2010

1.3.2 KEY HOSPITALITY PLAYERS IN INDIA

Segment Future Expansion Players Brands Presence Plans

INTERNATIONAL

PLAYERS

InterContinental  InterContinental  Crowne Plaza Luxury, mid-  Holiday Inn  Plans to operate 45 new segment and  Holiday Inn Express hotels by 2015 business  Hotel Indigo  Staybridge Suites  Candlewood Suites

Carlson  Radisson Hotels and Luxury, Resorts  Plans to increase its business,  Park Plaza presence in India to 78 economy and  Country Inns & hotels by 2012, from 28 cruises Suites in 2009  Park Inn

INDIAN PLAYERS

TAJ group of hotels  Plans to construct 50 Luxury, mid-  Taj, Gateway budget hotels under the segment and  Vivanta Ginger brand over the budget  Ginger next four years

ITC Welcome group  ITC Hotel – Luxury Collection Luxury, budget  Welcome Hotel –  To invest USD 2,000 and heritage Sheraton mn over next few years  Fortune  Welcome Heritage

EIH Business ,  Plans to develop 750 leisure and  Oberoi additional hotel rooms cruises  Trident under the Trident brand over the next 2.5 years

The Leela Luxury and  Leela penta  Expected to add 349 heritage  Leela palace more rooms in 2012

1.4 ORGANIZATIONAL PROFILE  ITC LIMITED:

ITC Limited or ITC is an Indian public conglomerate company headquartered in Kolkata, West Bengal, India. Its diversified business includes four segments: Fast Moving Consumer Goods (FMCG), Hotels, Paperboards, Paper & Packaging and Agri Business. ITC's annual turnover stood at $7 billion and market capitalization of over $34 billion. The company has its registered office in Kolkata. It started off as the Imperial Tobacco Company of India and was rechristened

16 to India Tobacco Company in 1970, I.T.C. Limited in 1974 and finally ITC Limited in 2001

The company is headed by Yogesh Chander Deveshwar. It employs over 29,000 people at more than 60 locations across India and is listed on Forbes 2000. ITC Limited completed 100 years on 24 August 2010.

ITC has a diversified presence in FMCG (Fast Moving Consumer Goods), Hotels, Paperboards & Specialty Papers, Packaging, Agri-Business and Information Technology. While ITC is a market leader in its traditional businesses of Hotels, Paperboards, Packaging, Agri-Exports and Cigarettes, it is rapidly gaining market share even in its nascent businesses of Packaged Foods & Confectionery, Branded Apparel, Personal Care and Stationery. Meera Shankar joined the board of ITC Ltd as the first women director in its history. She is an additional non-executive director of the cigarettes-FMCG-hotel major.

HISTORY:

ITC was formed on August 24, 1910 under the name Imperial Tobacco Company of India Limited. Later the name of the Company was changed from Imperial Tobacco Company of India Limited to India Tobacco Company Limited in 1970 and then to I.T.C. Limited in 1974. ITC contains a wide range of businesses - Cigarettes & Tobacco, Hotels, Information Technology, Packaging, Paperboards & Specialty Papers, Agri-business, Foods, Lifestyle Retailing, Education & Stationery and Personal Care . Finally the company changed its name to 'ITC Limited’ on September 2001.

The earlier decades of the Company's existence were mainly depending on growth and consolidation of the Cigarettes and Leaf Tobacco businesses, In the Seventies it started to transform into a corporate. In 1975 the Company launched its Hotels

17 business with the acquisition of a hotel in Chennai which was rechristened 'ITC- Welcomgroup Hotel Chola'. The objective of ITC's entry into the hotels business was rooted in the concept of creating value for the nation In 1979, ITC entered the Paperboard business by promoting ITC Bhadrachalam Paperboards Limited, which today has become the market leader in India.

In 1985, ITC set up Surya Tobacco Co. in Nepal as an Indo-Nepal and British joint venture. Since inception, its shares have been held by ITC, British American Tobacco and various independent shareholders in Nepal. In August 2002, Surya Tobacco became a subsidiary of ITC Limited and its name was changed to Surya Nepal Private Limited (Surya Nepal). Also in 1990, leveraging its tends to 10 states covering over 4 million farmers. ITC's first rural mall, christened 'Choupal Saagar' was inaugurated in August 2004 at Sehore. On the rural retail front, 24 'Choupal Saagars' are now operational in the 3 states of Madhya Pradesh, Maharashtra and Uttar Pradesh.

In 2000, ITC forayed into the Greeting, Gifting and Stationery products business with the launch of Expressions range of greeting cards. A line of premium range of notebooks under brand “Paperkraft” was launched in 2002. To augment its offering and to reach a wider student population, the popular range of notebooks was launched under brand “Classmate” in 2003. “Classmate” over the years has grown to become India’s largest notebook brand and has also increased its portfolio to occupy a greater share of the school bag. Years 2007- 2009 saw the launch of Children Books, Slam Books, Geometry Boxes, Pens and Pencils under the “Classmate” brand. In 2008, ITC repositioned the business as the Education and Stationery Products Business and launched India's first environment friendly premium business paper under the “Paperkraft” Brand. “Paperkraft” offers a diverse portfolio in the premium executive stationery and office consumables

18 segment. Paperkraft entered new categories in the office consumable segment with the launch of Textliners, Permanent Ink Markers and White Board Markers in 2009.

ITC also entered the Lifestyle Retailing business with the Wills Sport range of international quality relaxed wear for men and women in 2000. The Wills Lifestyle chain of exclusive stores later expanded its range to include Wills Classic formal wear (2002) and Wills Clublife evening wear (2003).

In 2000, ITC spun off its information technology business into a wholly owned subsidiary, ITC Infotech India Limited, to more aggressively pursue emerging opportunities in this area. Today ITC Infotech is one of India’s fastest growing global IT and IT-enabled services companies and has established itself as a key player in offshore outsourcing, providing outsourced IT solutions and services to leading global customers across key focus verticals - Manufacturing, BFSI (Banking, Financial Services & Insurance), CPG&R (Consumer Packaged Goods & Retail), THT (Travel, Hospitality and Transportation) and Media & Entertainment.

ITC's foray into the Foods business is an outstanding example of successfully blending multiple internal competencies to create a new driver of business growth. It began in August 2001 with the introduction of 'Kitchens of India' ready-to-eat Indian gourmet dishes. In 2002, ITC entered the confectionery and staples segments with the launch of the brands mint-o and Candyman confectionery and Aashirvaad atta (wheat flour). 2003 witnessed the introduction of Sunfeast as the Company entered the biscuits segment. ITC's entered the fast growing branded snacks category with Bingo! in 2007. In just over a decade, the Foods business has grown to a significant size with over 200 differentiated products under six distinctive brands, with an enviable distribution reach, a rapidly growing market

19 share and a solid market standing. In 2002, ITC's philosophy of contributing to enhancing the competitiveness of the entire value chain found yet another expression in the Safety Matches initiative. ITC now markets popular safety matches brands like iKno, Mangaldeep, Aim, Aim Mega and Aim Metro. ITC's foray into the marketing of Agarbattis (incense sticks) in 2003 marked the manifestation of its partnership with the cottage sector. ITC's popular agarbattis brands include Spriha and Mangaldeep across a range of fragrances like Rose, Jasmine, Bouquet, Sandalwood, Madhur, Sambrani and Nagchampa.

ITC introduced Essenza Di Wills, an exclusive range of fine fragrances and bath & body care products for men and women in July 2005. Continuing with its tradition of bringing world class products to Indian consumers the Company launched 'Fiama Di Wills', a premium range of Shampoos, Shower Gels and Soaps in September, October and December 2007 respectively. The Company also launched the 'Superia' range of Soaps and Shampoos in the mass-market segment at select markets in October 2007 and Vivel De Wills & Vivel range of soaps in February and Vivel range of shampoos in June 2008.

LIST OF PRODUCTS AND BRANDS:

In FMCG, ITC has a strong presence in :

 Cigarettes: W.D. & H.O. Wills, Gold Flake Kings, Gold Flake Premium, Gold Flake Super Star, Navy Cut, Insignia, India Kings, Classic (Verve, Menthol, Menthol Rush, Regular, Citric Twist, Mild & Ultra Mild), 555, Benson & Hedges, SilkCut, Scissors, Capstan, Berkeley, Bristol, LuckyStrike, Players and Flake.

 Foods:(KitchensofIndia; Aashirvaad, Minto, Sunfeast, Candyman, Bingo, Yippee, Sunfeast Pasta brands in Ready to Eat, Staples, Biscuits, Confectionery, Noodles and Snack Foods);

 Apparel: (Wills Lifestyle and John Players brands);

 Personal care: (Fiama di Wills; Vivel; Essenza di Wills; Superia; Vivel di Wills brands of products in perfumes, haircare and skincare)

 Stationery: (Classmate and PaperKraft brands)

 Safety Matches and Agarbattis: [Ship (through ownership of WIMCO); iKno; Mangaldeep; Aim brands]

Other Businesses include:

 Hotels: ITC's hotels (under brands including WelcomHotel) have evolved into being India's second largest hotel chain with over 80 hotels throughout the country. ITC is also the exclusive franchisee in India of two brands owned by Sheraton International Inc.-

 The Luxury Collection and Sheraton which ITC uses in association with its own brands in the luxury 5 star segment. Brands in the hospitality sector owned and operated by its subsidiaries include Fortune and WelcomeHeritage brands.

 Paperboard, Specialty Paper, Graphic and other Paper;

 Packaging and Printing for diverse international and Indian clientele.

 Infotech (through its fully owned subsidiary ITC Infotech India Limited which is a SEI CMM Level 5 company)

Rural Initiatives:

ITC's Agri-Business is India's second largest exporter of agricultural products. ITC is one of the India's biggest foreign exchange earners (US $ 2 billion in the last decade). The Company's 'e-Choupal' initiative is enabling Indian agriculture significantly enhance its competitiveness by empowering Indian farmers through the power of the Internet. This transformational strategy, which has already become the subject matter of a case study at Harvard Business School, is expected to progressively create for ITC a huge rural distribution infrastructure, significantly enhancing the Company's marketing reach.

The company places computers with Internet access in rural farming villages; the e-Choupals serve as both a social gathering place for exchange of information (choupal means gathering place in Hindi) and an e-commerce hub. What began as an effort to re-engineer the procurement process for soy, tobacco, wheat, shrimp, and other cropping systems in rural India has also created a highly profitable distribution and product design channel for the company—an e-commerce platform that is also a low-cost fulfillment system focused on the needs of rural India. The e-Choupal system has also catalyzed rural transformation that is helping to alleviate rural isolation, create more transparency for farmers, and improve their productivity and incomes.

Corporate Philanthrophy:

ITC e-choupal creatively leverages information technology to set up a meta-market in favour of India's small and poor farmers, who would otherwise continue to operate and transact in 'un-evolved' markets.

As of July 2010, services through 6500 Echoupal across 10 states, reach more than 4 million farmers in about 40,000 villages. Free access to Internet is also opening windows ofrural India to the world at large.

ITC e-choupal is now being regarded as a reliable delivery mechanism for resource development initiatives. Its potential is being tested through pilot projects in healthcare, educational services, water management and cattle health management with the help of several service providers including non- governmental organizations.

Classmate notebooks were launched with the initiative of contributing 1 rupee towards the education of poor children,from every four notebooks it sold.

Classmate, has launched a programme called Classmate Ideas for India challenge. The programme would be a part of the company's centenary initiative. The nation- wide programme would invite ideas of the youth, who have the potential to transform India. Classmate Ideas for India challenge plans to reach out to 25 lakh students across 30 cities, 500 schools and 200 colleges across the country.

Forbes Ranking:

ITC features on the Forbes Global 2000 rankings for 2007 at position 1256.

ITC is the only Indian FMCG company that features on the Forbes Global 2000 rankings for 2009 at position 987.

ITC also featured on the Forbes World's Most reputable Companies List at position 95. ITC Products: Cigarettes

 Insignia

 India Kings

 Lucky Strike

 Classic

 Gold Flake

 Navy Cut

 Players

 Scissors

 Capstan

 Berkeley

 Bristol

 Flake

 Silk Cut

 Duke & Royal Foods

 Aashirvaad saurav

 Bingo!

 Sunfeast

 Mint-O

 Candiman

 Kitchens of India Lifestyle Retailing

 Wills Lifestyle

 John Players Personal Care

 Essenza Di Wills

 Vivel

 Fiama Di Wills

 Superia

Education and Stationery

 Color Crew

 Classmate

 Paperkraft

HOTELS

 ITC HOTELS  ITC GRAND CHOLA, CHENNAI

 Experience an era of magnificence & splendour. This ornate, palatial tribute to Southern India's greatest empires – the Imperial Cholas – overlooks verdant foliage in the heart of Chennai. It embodies the highest standards in Indian hospitality balanced with elegant restraint in a prime property with a distinct personality. The ITC Grand Chola has 522 rooms and 78 luxuriously appointed serviced apartments. Its 600 spacious guest rooms, suites and luxury serviced apartments, are the epitome of Indian grace and style, expertly appointed with thoughtful amenities. It exceeds the needs of both the business traveller as well as the bespoke requirements of the destination connoisseur.

 Ideal Location: The delights of this luxurious hotel are multifarious. As a fascinating throwback to a vibrant period in Indian history, ITC Grand Chola stands for timeless beauty and luxury. Built in the midst of the business hub of Guindy and located on Mount Road, ITC Grand Chola in Chennai is within close proximity to many key areas of Chennai and is just 8 km away from the domestic and international airport. This luxury hotel which exceeds the grandeur of existing 5-star hotels in Chennai is also an ideal destination for both business and leisure sojourns. The well-connected roads and

transportation system enable easy accessibility to commercial points and key areas in the city.

 Refined Artistry Towering facades and flowing architecture are leaves taken from the aesthetics of the Cholas, an ancient dynasty that made a deep impact on many regions within and outside of this country. From the shores of the Bay of Bengal to that of South Asian borders of Malaysia, China and Sri Lanka among others, the Cholas have influenced art, architecture and culture from their time to now. Impeccably carved temples, bronze sculptures of unparalleled beauty and keen attention to detail is aesthetics that continue to influence us.

 Experience the grandeur of Southern India's Golden Age ITC Grand Chola stands apart from existing luxury hotels in Chennai; the hotel expresses the glory of the Chola Dynasty – the greatest maritime power to have arisen in the region of South Asia. In its grandeur and royalty, splendid columns and stairways, granite carvings and vast spaces, ITC Grand Chola is an inspired rendition of the vision of the Great Masters. A symbol of entrepreneurship and the ideals of modern day creativity, ITC Grand Chola is indeed a beacon for the hospitality industry. Its monumental scale, intricacy of design and grandeur of space, reflects the rich cultural heritage of the city in which it is placed. This synergy of history and best-in- class hotel services will set new benchmarks for luxury in India and the world. ITC Hotels' flagship property in the Southern region of India, has been built to recall the grandeur of the Golden Era in Indian history in a modern retelling – this five-star luxury business hotel’s three separate wings feature a set of luxurious serviced apartments with the largest banquet and exhibition spaces in the country, a sprawling retail arcade, spectacular

recreational facilities, the finest of fine dining and accommodation that is truly spectacular.

 ITC MAURYA, NEW DELHI ITC Maurya, a premier 5 star hotel in Delhi is named after the famous ‘Mauryan” dynasty which gave Indian history it’s golden age where art, culture and architecture flourished. This luxury hotel in Delhi has 440 rooms, including 29 uniquely-designed suites, are available in a bouquet of room categories, from the Executive Club which pioneers a tradition in corporate hospitality to the Towers’ eight luxurious floors of elegance and tranquillity. ITC one rooms – our premium room category offers an allergy friendly environment with magnificent decor, impeccable service, and the latest in modern conveniences and amenities. Behind the lavishness is a crisp efficiency and a deep understanding of the needs of the global traveller. A Capital Address In the verdant, ridge fringed enclave of Chanakyapuri, the stateliness of ITC Maurya aptly reflects the quiet dignity of it location.

Situated in the diplomatic enclave of New Delhi, in close proximity to the corridors of power in the capital city, ITC Maurya has long been the favoured accommodation of heads of state, royalty and business leaders from across the world. Steeped in History Inspired by the grand Mauryan dynasty, one of the world’s largest and most powerful kingdoms at its zenith, this 5 star luxury hotel expresses the refined graciousness and majesty of this mighty empire.

It also reflects the many intriguing facets of the Mauryas and their ‘Golden Rule’, from the enigma of the Buddhist King Ashoka who was considered, at once, the most ferocious and the gentlest rulers of all time, the invincibility of Chandragupta and the unfathomable cunning of his advisor Chanakya and the grandeur of the dynasty.

Refined Artistry Replete with historical allusions that have sprung to life with the refreshing vitality of contemporary interpretation by some of India’s finest artists, ITC Maurya boasts a priceless and exquisite collection of art. In fact even its architecture has been inspired by Buddhist stupas, while its dome shaped lobby splashed with the stunning ‘procession of life’ painting by Krishen Khanna, has been modelled on the ancient Buddhist Chaitya cave temples in Karla, Maharashtra. Culinary Excellence A significant feature on the itineraries of gourmets across the world, ITC Maurya’s restaurants promise an uncommon experience of authentic Indian and international cuisine. Its award winning globally acclaimed restaurants are integral to the care and attention ITC Maurya accords to your indulgence when you stay here.

 ITC MARATHA, MUMBAI A Grand Revival In an ambience steeped in history, complemented by a richness of culture acquired through centuries, ITC Maratha, a premier 5 star hotel in Mumbai brings you world class luxury with the warmth of Indian hospitality in an experience that is unmistakably Majestic.

Inspired by the Maratha dynasty, this luxury hotel presents a range of cuisines, accommodation and recreation options that are comparable with the best in Mumbai, and the world. Elegant and distinguished. A short distance away from the airport, this majestic 5 star luxury hotel reaffirms the understated grandeur and ethos of Maharashtrian hospitality.

A luxurious business hotel built to capture the essence of Mumbai’s rich history; ITC Maratha’s most prominent architectural features express a confluence of European and Indian sensibilities. The distinctive domed roof that dominates its façade is perhaps its most recognisable feature of the Hotel.

Refined artistry Among the most luxurious of Mumbai’s 5 star business hotels, ITC Maratha features interiors that express a fusion of the old with the contemporary, efficiency with luxury and the soft richness of Maharashtrian art and furnishings, with an elegant European sensibility. Each floor features different themes that are brought to life by the hotel’s extensive art collection ranging from impressions of Ajanta frescoes to Chitrakatha drawings, Warli tribal art, tantric art forms, framed coins, exquisite jewellery and a host of other finely wrought artefacts.

A world of comfort and luxury, with responsibility ITC Maratha’s reputation as Mumbai’s leading 5 star luxury hotel is anchored in many factors, a prominent one being its restaurants which feature a spread of award winning cuisines and beverages, bringing you treasures of Indian, Continental and East and South East Asian culinary traditions along with some of

29 the world’s most well-appreciated and prized beverages.

At the centre of it all, the Peshwa Pavilion, an open-to-skylight 24-hour restaurant forms the pivot of activity, expresses the liberating spirit of Mumbai with its soaring ceiling and cheerful ambience. However, what’s most special about this luxury hotel is that it brings you this world of hospitality with the gentle touch of nature. Espousing the value of ‘Responsible Luxury’, 80% of the hotel’s energy is derived from renewable sources.

 ITC GARDENIA, BENGALURU ITC Gardenia embodies the splendours of Nature. This 5 star hotel in Bengaluru was built as a tribute to the beautiful city of Bengaluru, and inspired from the magnificent gardens of the City. The Hotel is conveniently located in the commercial heart of Bengaluru and is in close proximity to key business districts and IT hubs of Bengaluru. This luxury hotel in Bengaluru is equipped with 292 Luxury rooms and suites offering the discerning business and leisure traveller the best in hospitality and Hotel services. Forward to green ,back to nature Not far from this delightful spot, where the breeze bears the fragrance of fresh blossoms and new leaves, and the roads are shaded by the canopies of old trees, stands ITC Gardenia, ITC Hotels’ 5 star green luxury business hotel in Bengaluru. The crowning glory of ITC Hotels’ achievement in sustainable practices, ITC Gardenia is a labour of love for what we come from – an ancient tradition of returning to the earth what we take from it, and a commitment to bringing the best

30 of Indian hospitality to our guests, in a befitting culmination of all that ITC Hotels stands for– ResponsibleLuxury. Responsible Luxury for the discerning traveller An elegant building that appears unassuming at first glance, ITC Gardenia is a marvel of technological engineering and architectural genius, evident in the seamless blend of its outdoor and indoor spaces that convey a unique sense of the hotel’s garden inspiration, while shrinking your carbon footprint by over 60% when you stay here. From its wind cooled lobby that frames a stunning view of the beautiful outdoor island restaurant Lotus Pavilion with its vivid grass topped roof, to the vertical gardens in Cubbon Pavilion and the lobby, and the distinctive nature-driven theme on each floor moving up from earth to sky, ITC Gardenia brings together the best of what is natural and manmade. Asia's first LEED Platinum rated Green Hotel, ITC Gardenia uses frontier green technologies in its systems like water recycling, energy and waste management, along with eco friendly materials in its architecture and decor, to offer 5 star luxury for the discerning business traveller, with the soft touch of nature.

This commitment to greener practices also extends to the services that we offer. From green banquets to green conferencing, our associates will be pleased to share more on this with you Arrive in style at India’s first hotel with an operable helipad India’s first hotel to be granted permission to operate helicopters on its rooftop, ITC Gardenia features a 25m diameter helipad on the hotel’s 22nd floor, with the DGCA’s approval and authorisation, to land and take-off under day VFR conditions – interpreted as day time operations only. Designed to cater to twin engine CLASS 1 helicopters weighing upto 5.4 tonnes,

31 all operations are carried out by an experienced crew of qualified helicopter pilots.

Luxury at its finest From the most extravagant banqueting facilities, to the most exquisite and largest business suite in India, luxury accommodation in a range of categories and the finest fine dining facilities, ITC Gardenia offers a matchless experience of 5 star business and luxury hospitality in Bengaluru. Combined with its ambience of nature embracing luxury, warm hospitality and superlative facilities, ITC Gardenia offers the finest in 5 star business hospitality in Bengaluru.

 ITC WINDSOR, BENGALURU ITC Windsor, a 5 star hotel in Bengaluru, merges an old world ambience with international service to create a hotel experience that goes beyond expectation. This luxury hotel in Bengaluru has long acquired a reputation of playing host to the aristocracy of the world. The hotel is located a mere three kilometres from the business centre and 33 kilometres from the airport in a highly secure diplomatic pocket. This splendid downtown location is near the prominent business and commercial areas, the historic landmark Vidhana Soudha, and opposite the Bangalore Golf Course. Lush, landscaped gardens, wood panelling, and Queen Anne furniture paint a picture of the charm and grace of the Regency era. 240 guest rooms and suites promise are spite filled with opulence and grandeur. Balmy Bengaluru At 3018 feet above sea level, Bengaluru has the sort of gentle, affable weather that is eminently conducive to good health and a cheerful demeanour. It is no wonder

32 that among its many complimentary epithets it was also once befittingly called the ‘pensioner’s paradise’. WinsomeWindsor Situated in a charmed spot, in a serendipitous combination of location and climate, ITC Windsor offers a spectacular experience of 5 star luxury hospitality in this agreeable city. Perched at the edge of a promontory in the heart of the city, overlooking the lush expanse of the Bangalore Golf Club, this 5 star luxury business hotel cuts a fine figure against Bengaluru’s city skyline.

Reliving the regency life A stately manor built during the Raj Era, ITC Windsor’s colonial architecture, its elegant colonnades and balustrades, fluted pillars, Georgian windows, its magnificent chandeliers and period furniture create a stirring ambience of unhurried luxury and old world leisure. More than just Bengaluru’s finest business hotel, ITC Windsor offers a rich glimpse into the city’s past. Its hushed corridors, priceless art décor paintings of the Georgian and Edwardian Eras complemented by the regal splendour of the Manor Suites to evoke the grandeur of a bygone era.

Bengaluru’s finest From the grand cuisines of India, to some of the finest culinary encounters from across the world, paired with a rare selection of beverages, ITC Windsor presents an eclectic choice for Indian and international diners. Combined with its ambience of elegant luxury, warm hospitality and superlative accommodation options, ITC Windsor offers the finest in 5 star business hospitality in Bengaluru.

 ITC GRAND CENTRAL, MUMBAI Inspired by British Colonial architecture of old Bombay, this luxury hotel in Mumbai is located amidst business & recreational centers in Parel. The colourful

33 patchwork of the city’s cultures – its colonial past, old english charm, modern present and warm Indian Hospitality – fill our hotel with a fabled grandeur. This 5 star hotel has 242 guest rooms including 19 suites, non-smoking floors & for single lady travellers Eva floors with sophisticated security and building management system.

A meeting of two worlds Despite its status as one of India’s most cosmopolitan cities, there are parts of Mumbai that have the curious quality of straddling two worlds. They bear the characterful ambience of a timeless past while gently embracing the dizzying here-ness of the present. ITC Grand Central carries forth the culture and builds the character of the place through its fine blend of British colonial style with modern contemporary design. Parel is one such place. Once a buzzing centre of activity with a large concentration of cotton mills, and prior to that a posh colonial residential settlement where the erstwhile governor of Bombay – Sir William Hornby lived, Parel still bears the old world charm of a bygone era, despite a renewed spate of development and now the commercial hub of Mumbai

ITC Grand Central embodies this spirit with perfection. Embodying the spirit of Mumbai. Among south Mumbai’s most luxurious 5 star business hotels ITC Grand Central is conveniently situated close to the business district of south Mumbai. Built to embody the best of both the worlds it inhabits, ITC Grand Central cuts a striking figure against Parel’s skyline. While its tall spire expresses the invincible spirit of enterprise in Mumbai, the cobbled stone-paved characterful Millsquare

34 that forms the pivot of the hotel offers a befittingly charming tribute to the mills of Mumbai. A world of comfort and luxury, with responsibility ITC Grand Central’s reputation as Mumbai’s leading 5 star luxury hotel relies on its superlative luxury accommodation, its stellar award winning restaurants that rate among the best in Mumbai, its inviting business and banqueting facilities, its spectacular sky-high split level lounge – Point of View, and its luxury spa services at KayaKalp – The Spa. The Peace Zone or the tower, which houses the luxury accommodation at ITC Grand Central is separated from the Celebration Zone – where the restaurants and business and banqueting facilities are located, by Mill Square. As with all ITC Hotels properties, what is particularly special about this luxury hotel is that it brings you this world of hospitality with the gentle touch of nature. Espousing the value of ‘Responsible Luxury’.

 ITC SONAR, KOLKATA ITC Sonar, a 5 star hotel in Kolkata having a distinctively modern and sleek architectural design contrasting with the rich historical essence of Kolkata is nestled amidst acres of land, resplendent with greenery, sunshine, and water. This five-star deluxe hotel is en route from the airport and a 30-minute drive from the city centre. This luxury hotel in Kolkata has 238 tastefully appointed guest rooms, the hotel is just a short stroll from the city’s shopping, entertainment, cultural, and business districts. An array of award-winning culinary experiences range from the northwest frontier to traditional Indian delicacies and continental grills

Tribute to the city of joy: A historical richness of culture coursed through with an irrepressible love of poetry and music, complemented by a tempered inclination for refinement; ITC Sonar celebrates the spirit of Bengal in this exquisitely plush, understatedly stylish 5star luxury business hotel in Kolkata. Pride of Kolkata Situated close to the airport and just ten minutes from the Salt Lake silicon hub of Kolkata and the city’s shopping, entertainment, cultural and business districts, ITC Sonar offers an elegant oasis of luxury and warmth in an ambience that brings you closer to nature. The first hotel in the world to be registered by United Nations Framework Convention on Climate Change (UNFCCC) for Carbon Emission Reductions, ITC Sonar delivers graciously on ITC Hotels’ promise of Responsible Luxury.

An oasis of luxury Set in an enchanting expanse of beautifully designed gardens capes with over a million trees and gentle water bodies dotted with water lilies complemented by the artful minimalism of the hotel’s architecture, ITC Sonar offers an unusually leisure environment for a 5 star luxury business hotel, in Kolkata.

Inspired by the past, celebrating the golden era of Bengal, during the reign of the Pala dynasty, an age of extraordinary advancement in culture, ITC Sonar pays homage to this great moment in history through its grand Pala period replica statues prominently celebrated in the lobby and the corridors.

Warm & efficient service, combined with the understated elegance of architect Kerry Hill’s minimalist design and an exquisite landscape featuring the lily

36 studded water bodies inspired by Bengal’s picturesque ruralscape to which ponds are integral, contribute to an ambience which conveys an alluring sense of Kolkata’s many-layered cultural and historical legacies. Kolkata’s finest leisure, luxury and dining destination While this 5 star business hotel offers travellers every possible convenience through its superlative accommodation, eight meeting and conference rooms and state-of-the-art facilities, it also offers the finest array of award-winning culinary gems ranging from North West Frontier cuisine to traditional Indian fine dining, Cuisines of East Asia, International Bar & Grill, a Gourmet Shop and a 24-hour multi-cuisine restaurant. Additionally, Kaya Kalp, ITC Hotels’chain of luxury spas – which in Kolkata is the city’s largest world-class spa, offers an exquisite regime of therapies for complete body and mind relaxation and rejuvenation. At ITC Sonar, expect an unsurpassable experience of luxury and warmth, in the gentle embrace of nature.

 ITC KAKATIYA, HYDERABAD Built to mark a renaissance in standards of service and style, the 188 exquisitely- furnished guest rooms and suites at ITC Kakatiya is the finest 5 star hotel in Hyderabad present the finest in hospitality and personalised service. It serves as a great business hotel for the discerning business traveller. The hotel is also equipped with state-of-the art business and conference facilities as well as a selection of refined cuisine options. Telugu Grandeur One of the greatest Telugu kingdoms in the history of Andhra, the grand Kakatiya dynasty serves as the wellspring of inspiration for ITC Hotels’ exquisite luxury in Hyderabad.

A remarkable period defined by cultural exuberance, the grandeur of this kingdom is echoed as much in the rich décor of the hotel as in its fine facilities and services. While its key inspiration is driven by the irrepressibly enterprising Kakatiyas, the hotel also draws from the robust legacy of Hyderabad’s own antecedents, to present a delightful confluence of the finest aspects of this region’s rich history and culture in an ambience that is truly regal. Lavish Accommodation Situated in the most picturesque part of the city, at the commercial centre of Hyderabad, ITC Kakatiya overlooks the scenic Hussain Sagar Lake, affording magnificent views for its 188 exquisite rooms and suites.

More than just a 5 star business hotel, ITC Kakatiya offers warm, efficient and personalised services along with state-of-the-art luxury facilities in an inspired ambience for an expression of luxurious hospitality that befits a 5 star leisure resort.

Presenting the most lavish accommodation in Hyderabad, ITC Kakatiya features a range of options to meet your needs – from luxury suites and 5 star corporate lodging to fine executive rooms all of which come with a complement of superlative services. Indulgent Hospitality Built to inspire and indulge the discerning global business traveller, ITC Kakatiya offers a stellar line up of state-of-the art business and conference facilities and a fine selection of Indian and international cuisines ranging from the most indulgent kebabs and curried dishes from across India, to the delectable flavours of ‘Dakshin’ from Kerala, Tamil Nadu, Karnataka and Andhra Pradesh on to a wide range of international favourites.

The inviting outdoor pool, built around a natural rock and, promises a delightful experience of bliss. Kaya Kalp – The Spa, ITC Hotels’ award winning chain of luxury spas, in Hyderabad, which overlooks the pool at ITC Kakatiya offers a lavish regime of rejuvenating mind and body therapies. At the ITC Kakatiya, experience luxuriously warm hospitality in the ambience of Hyderabad’s finest 5 star business hotel.

 ITC RAJPUTANA, JAIPUR Experience the finest 5 star hotel in Jaipur - ITC Rajputana. We’re proud to offer the best accommodations in the city with a host of comforts and services in settings that reflect the spirit of Rajasthan and its royalty. Just 15 kilometres from the airport and half a kilometre from the city centre our regal-influenced design and gardens echo the city’s history.

Retreat to our 218 guest rooms and take in the view from your balcony while enjoying a fresh cup of coffee. You’ll wake up the next morning feeling absolutely refreshed and rejuvenated at this luxury hotel in Jaipur. Bring a group together for dinner at our restaurants that offer tastes from around the globe. Designed along the lines of traditional havelis, this 5 star leisure hotel in Jaipur has its own definition of space and splendour Elegant and Distinguished The ITC Rajputana is 5 star business hotel with a unique concept of accommodation in the heart of Jaipur (Rajasthan). ITC Rajputana reflects everything that is splendid about Rajasthan and all that is unique about ITC Hotels. Refined artistry Designed to echo the traditional havelis of the region, ITC Rajputana has a red brick exterior rising to different levels around a central area.

Long corridors, secluded courtyards and simplified lattice work recall Rajasthani architecture in a modern uncluttered and contemporary idiom and bring alive the spirit of Rajasthan and makes it distinguished amongst the luxury hotels of Jaipur. Discover all that Rajasthan has to offer while staying at the ITC Rajputana . A world of comfort and luxury, with responsibility ITC Rajputana is a legendary 5 star luxury hotel in Jaipur with 218 guest rooms and suites. Our guest rooms and suites offer spacious bathrooms, a refreshment centre, safety locker for your valuables, well designated sitting area for your comfort and Sweet Sleeper Bed™ - help you enjoy a pleasant night’s sleep. The lavish and rich food of Rajasthan at Jal Mahal or the old and authentic cuisine from the Northwest makes it an iconic luxury hotel in Jaipur offering a unique culinary experience. Unwind in our Kaya Kalp Spa, workout at our fitness centre or simply relax with signature massages or the complimentary steam and sauna, available at the hotel. A warm welcome awaits you at ITC Rajputana. We look forward to sharing the experience of Rajasthan. Leisure- A variety of recreational and leisure facilities are available for guests at ITC Rajputana.Enjoy fun games like croquet, water polo, table tennis or even the life sized snake & ladder board! Rejuvenate with a peaceful Yoga session or indulge in exotic therapies at the Kaya Kalp spa. Apart from these, the hotel also offers assistance in arranging a variety of in city experiences like sightseeing, city tours, shopping, horse riding ,hot air ballooning etc and for younger guests, the hotel offers gaming console, coloring books and a children's library.

 ITC MUGHAL, AGRA Sprawled over 35 acres of luxurious gardens, and in close proximity to the Taj Mahal, ITC Mughal, a 5 star hotel in Agra is a fitting tribute to the great Mughal builders of the past. The only Indian hotel to have won the prestigious Aga Khan

Award for its excellent representation of Mughal architecture, it now boasts of a brand new accommodation wing - the 'Khwab Mahal' - Palace of Dreams. This luxury hotel in Agra comprises of 233 opulent rooms and suites, recreating a paradise for the contemporary Mogul- full of splendor and perfection which was the hallmark of the Mughal Dynasty. A glorious inspiration One of the richest and most powerful empires in the world at its zenith, the Mughal Empire has commanded the admiration and fascination of historians, poets and artists across the world since it rose to fame for the enviable extent of its wealth, the refinement of its courtly culture and the exquisite legacy of architecture and artistry that it established. This legacy comes to you, magnified in grandeur, imbued with the unmitigated essence of its grand Mughal inspiration and gift wrapped in the soft indulgence of world class luxury, only at ITC Mughal, Agra.

Historic Setting ITC Hotels’ landmark 5 star leisure and luxury hotel in Agra, ITC Mughal is located not more than four kilometres away from the iconic Taj Mahal. The erstwhile capital of the Mughal Empire during the reign of Akbar, and an unmissable destination on the itinerary of every traveller to India, Agra offers a revealing glimpse into the refinement of Mughal courtly life and Mughal sensibilities, captured in its many historical sites, which in addition to Taj Mahal, include Fatehpur Sikri, the Agra Fort and the tombs of prominent members of the royal family. Honoured with the Aga Khan award for its architectural excellence, ITC Mughal has been built to pay a fitting tribute to this gloriously historic city.

Architects of a grand experience True to its stately inspiration, ITC Mughal expresses the untrammelled luxury of a royal refuge, with its 5 star luxury

41 accommodation, acres of gardens that bear the mark of the paradisiacal landscaping typical to Mughal gardens with the use of water channels, fruit and flower bearing trees and shaded walkways. It has the distinction of being the winner of the First Aga Khan Award for Architectural Excellence, in Asia, and till date, the only Indian Hotel to have won this prestigious International recognition. The hotel has got the award, because the architecture of the property is inspired with the heritage Mughal monuments, namely Fatehapur Sikri and Agra Fort.

In addition, cycling and jogging tracks, a mini-golfing green, a stunning swimming pool and the country’s largest, most luxurious award winning spa Kaya Kalp – The Royal Spa, along with a range of gourmet fine dining options which rate among the best in the city, ITC Mughal offers the finest leisure destination in the historic city of Agra, for an unsurpassable experience of royal Indian hospitality.ITC Mughal, Agra- A perfect destination wedding location ideally situated in the Heritage City of Love, Agra .

 SHERATON NEW DELHI HOTEL In heart of a busy upmarket residential area this red sandstone building rises eight storeys high. The hotel with exquisite cuisine and warmth of hospitality has earned a distinctive position amongst the 5 star hotels in Delhi. Residing in the historic city of Delhi, WelcomHotel Sheraton New Delhi resonates with cosmopolitan elegance and an unparallel magnetism that characterizes the capital of the nation. This deluxe hotel in Delhi is conveniently located in the business district and adjacent to the city centre of South Delhi; our hotel is also in close proximity to the Max International Healthcare Hospital and Apollo Hospital. The hotel is an easy 20 minute drive from the domestic/international airport, and

30 minutes from some of Delhi’s largest convention centres such as Pragati Maidan and India ExpoCentre. Amongst the 5 star business hotels of Delhi, WelcomHotel Sheraton New Delhi offers a warm residential ambience and impeccable personalized service that bestows every discerning traveller with an unforgettable experience. The 220 guest rooms are generously proportioned and bear the thoughtful touches which exude the warmth of Indian hospitality with contemporary convenience. The standard amenities include an executive writing desk, comfortable seating and plasma screen television with cable programming. The Business Centre offers a private meeting room along with state of the art facilities for business needs.

WelcomHotel Sheraton New Delhi’s award winning cuisine brands and warmth of personalized service makes it unique amongst the luxury hotels in New Delhi. A gourmet connoisseur’s heaven, at WelcomHotel Sheraton New Delhi one can savour the myriad tastes with Dakshin, Pan Asian and round the clock multi cuisine restaurant Baywatch. Dakshin offers ‘The Celebrated Tastes of Southern India”, recreates the splendour of southern cooking and revives the disappearing lifestyle of Peninsular India. A place unique for its authentic presentations of the finest creations from Andhra Pradesh, Tamil Nadu, Karnataka and Kerala. Pan Asian offers – “The Flavours of East Asia” is a one stop destination for Asian food lovers. The oriental flours are prepared by expatriate master chefs in a live and interactive environment. Baywatch overlooking the wide expanse of the swimming pool – offers a renewed and lavish spread and delectable variety of buffet fare for lunch as well as dinner, throughout the week. The buffet spread is exotic, and features an extensive choice of food, which includes soups, salads, kebabs, hot main course dishes and desserts

The gymnasium located at the Wellness Centre is well equipped and is complete with Cybex cardiovascular and strength training equipment. The advice and assistance of our qualified gymnasium and yoga instructors benefits guests in their wellness endeavours. The Swedish treatment available at the Wellness Centre offers a wide selection of oil. The separate beauty salon for ladies and gentlemen provides impeccable service with uncompromising dedication and individual attention. For those who prefer outdoors swimming pool located at the lobby level rejuvenates them. Our team of dedicated concierge will cater to all your personal needs and provide you information on the important cultural and business events in the city. An oasis of tranquillity in the bustling business and financial district of South Delhi, WelcomHotel Sheraton New Delhi Hotel attracts business and leisure travellers with a reverence.

 WELCOMHOTEL RAMA INTERNATIONAL, AURANGABAD

Aurangabad, one of the most industrially vibrant cities of the state of Maharashtra is also historically and culturally important as it is home to world heritage sites of Ajanta and Ellora caves and for its proximity to Shirdi. There are also a number of monuments in and around the city, such as the invincible Daulatabad Fort, which for a brief moment in history was the capital of India, and Bibi-ka-Maqbara, the tomb of Mughal Emperor Aurangzeb’s wife. WelcomHotel Rama International is a majestic 5 star luxury hotel in Aurangabad inspired by glorious Indian history and presents 132 rooms including 5 Deluxe Suites suiting your needs.

WelcomHotel Rama International deluxe suite features a separate living-cum-

44 dining room with wooden and marble flooring. Additional amenities include a state-of-the art Plasma television, In-room safe, as well as outdoor humidity and temperature control device. Elegant and distinguished Conveniently connected by air and rail from Delhi and Mumbai, by road from Mumbai, Pune, Nasik, and by rail from Hyderabad, WelcomHotel Rama International offers the perfect take off point for a momentous journey into history. Set within 14 acres of landscaped gardens, the hotel offers a comfortable and convenient base for business and leisure travellers. The luxurious Business hotel in Aurangabad has an exclusive Chamber rooms which offers corporate travellers luxury and style along with latest business facilities and superior conference and banqueting facilities.

Refined artistry Among the most luxurious of Aurangabad’s 5 star business hotels, WelcomHotel Rama features a business cum leisure Hotel with its own distinctive character. The WelcomHotel Rama International is a unique way to experience Aurangabad, one of India’s most vibrant and exotic destinations.

Recreating the magnificence of Ajanta and Ellora caves, in a beautiful setting; The Rama International is set in 13 acres of landscaped gardens with recreational facilities and beautiful interiors that create the architectural marvels of the Ajanta and Ellora caves. The rooms and suites set against lush greenery and the minute attention to detail creates a soothing blend of warm, effortless service and harmonious spaces. The Hotel having a distinctive frieze of elephants reminiscent of carvings at the Ajanta caves. A world of comfort and luxury, with responsibility WelcomHotel Rama International’s reputation as Aurangabad’s leading 5 star luxury hotel is anchored in many factors such as exclusive for the business traveller, Executive Club sets apart in an exclusive wing, understands the unique needs of the discerning business traveller. An enchanting setting, gracious décor

45 and the latest in modern conveniences and amenities distinguish the guest rooms at WelcomHotel Rama International, Aurangabad. All rooms are newly renovated with state-of-the-art amenities and facilities.

 WELCOMHOTEL VADODARA, VADODARA

A Grand Revival In an ambience steeped in history, complemented by a richness of culture acquired through centuries, Welcomhotel Vadodara is a leading 5 star hotel in Vadodara which brings you world class luxury with the warmth of Indian hospitality in an experience that is unmistakably grand. This 5 star business hotel presents a range of cuisines, accommodation and recreation options that are comparable with the best in Vadodara. Built around the swimming pool in style of the step wells of Gujarat, this contemporary structure offers modern furnishing and comforts, with the azure waters of swimming pool cooling environment during the hottest months. Vadodara, a rapidly developing industrial city, where the past is still alive in its traditional handicrafts, its culture and legends. WelcomHotel Vadodara the city’s only five star hotel, is located in the heart of the down town business and entertainment district.

Elegant and distinguished In Vadodara, just 8 km away from the airport, this majestic 5 star luxury hotel reaffirms the grandeur and popular architectural styles of Gujarat. A luxurious business hotel built to capture the essence of Vadodara’s rich history, Welcomhotel Vadodara’s building was conceived as an oasis in the busy downtown locality. The design and architecture reflects adaptations of various facets of “Gujarat” the Sunken Courtyard in the middle of the hotel is inspired by the “Vaovdi”, the fenestration in the external façade is based on the Jain temples which is one of the most popular architectural styles in Gujarat.

Refined artistry Among the most luxurious of Vadodara’s 5 star business hotels. The hotel has some splendid work of art by India’s renowned artist, Anjolie Ela Menon. Art in general has been important to city as the royal family were great collectors and patrons of fine art. This gracious and comfortable hotel exuding warmth from the very first glimpse. Light heartedly, portraits of a business man and his wife are encased in window- like frames, reminding visitors that they are indeed in the state of Gujarat. .

A world of comfort and luxury ,with responsibility

Welcomhotel Vadodara’s reputation as Vadodara’s leading 5 star luxury hotel is anchored in many factors. Having the distinction of being the city’s only Five Star Hotel, it has been the hotel’s ongoing endeavour to meet and exceed the expectations of our guests. The hotel offers 133 room including 6 suites of plush accommodation and top-of-the-line Business, Conference and Leisure facilities tailored to the requirement of the discerning and modern day business traveller.

 WELCOMHOTEL GRAND BAY, VISAKHAPATNAM

Vishakhapatnam, Vizag, Waltair, “The city of destiny”. Beautiful beaches and vast blue sea, green-capped hills, breathtaking valleys, dense jungles and crystal clear cascades, million year old caves, an 11th century temple, ancient Buddhist sites, the first submarine museum in Asia, lush green park and wholesome climate coupled with industrial hub comprising a gigantic steel plant, a world class port and largest shipyard. Vishakhapatnam has everything to perfectly blend leisure and business.The Welcomhotel Grand Bay is a leading 5 star hotel in Vishakhapatnam.

Welcomhotel Grand Bay is perched on hilltop, just 100 mtrs from the sea, and offers panaromic view of the Bay of Bengal and Vizag city in all its glory. Equipped with every facility and service for any discerning business traveller, WelcomHotel Grand Bay is the first choice amongst the 5 star business hotel in Vishakhapatnam. Elegant and distinguished In a rare, quiet spot in Vishakhapatnam, 16 km away from the airport, this majestic 5 star luxury hotel reaffirms the grandeur and ethos of hospitality.

Refined artistry Among the most luxurious of Vishakhapatnam’s 5 star business hotels,WelcomHotel Grand Bay features interiors that express a fusion of the old with the contemporary, efficiency with luxury and the soft richness of art and furnishings. Bright Sunshine, soft singing waves, the lure of the blue sea dotted with shipping vessels are a backdrop to WelcomHotel Grand Bay. The presence of a warm and inviting lobby, ethnic restaurants, well designed rooms et al… are just to name a few among a host of other facilities and amenities that makes WelcomHotel Grand Bay the most sought after destination in Visakhapatnam.

 SHERATON PARK HOTELS & TOWERS

 The WelcomHotel Sheraton Park Hotels and Towers is the finest 5 star hotel in Chennai, with its 283 luxuriously appointed rooms and suites is located in most fashionable neighbourhood in Chennai, where it has proven to be as distinguished as its surroundings.

 WelcomHotel Sheraton Park and Towers is one of the most sought after destination for travellers amongst the luxury hotels in Chennai.

 Over the years, ITC - Hotels has earned a reputation for excellence, for its iconic cuisine brands which showcase the best of Indian and international culinary traditions, distinguishable by their authentic flavours and quality ingredients.

 WelcomHotel Sheraton Park Hotel and Towers offers a range of accommodation options that rate among the best in hotel accommodation in Chennai. The hotel offers a fusion of rich South Indian design cues and classic World Class elegance, giving the best of both worlds - business and leisure with 281 rooms including 32 uniquely designed suites and a range of room categories.

 The hotel has a choice of culinary brands including Cappuccino, the 24- hour-coffee shop with a helping of Italian cuisine, the multi-cuisine The Residency with its Edwardian charm, The Westminster bar and contemporary international restaurant On The Rocks which offers an array of grills.

1.5. NEED FOR STUDY:

Absenteeism is a habitual pattern of absence from a duty or obligation. Traditionally, absenteeism has been viewed as an indicator of poor individual performance, as well as a breach of an implicit contract between employee and employer; it was seen as a management problem, and framed in economic or quasi- economic terms. More recent scholarship seeks to understand absenteeism as an indicator of psychological, medical, or social adjustment to work.

High absenteeism in the workplace may be indicative of poor morale, but absences can also be caused by workplace hazards or sick building syndrome. Many employers use statistics such as the Bradford factor that do not distinguish between genuine illness and absence for inappropriate reasons.

As a result, many employees feel obliged to come to work while ill, and transmit communicable diseases to their co-workers. This leads to even greater absenteeism and reduced productivity among other workers who try to work while ill. Work forces often excuse absenteeism caused by medical reasons if the worker supplies a doctor's note or other form of documentation. Sometimes, people choose not to show up for work and do not call in advance, which businesses may find to be unprofessional and inconsiderate. This is called a "no call, no show". According to Nelson & Quick (2008) people who are dissatisfied with their jobs are absent more frequently. They went on to say that the type of dissatisfaction that most often leads employees to miss work is dissatisfaction with the work itself.

The psychological model that discusses this is the "withdrawal model", which assumes that absenteeism represents individual withdrawal from dissatisfying working conditions. This finds empirical support in a negative association between absence and job satisfaction, especially satisfaction with the work itself.

Medical-based understanding of absenteeism find support in research that links absenteeism with smoking, problem drinking, low back pain, and migraines. Absence ascribed to medical causes is often still, at least in part, voluntary. Research shows that over one trillion dollars is lost annually due to productivity shortages as a result of medical-related absenteeism, and that increased focus on preventative wellness could reduce these costs. The line between psychological and medical causation is blurry, given that there are positive links between both work stress and depression and absenteeism. Depressive tendencies may lie behind some of the absence ascribed to poor physical health, as with adoption of a "culturally approved sick role". This places the adjective "sickness" before the word "absence", and carries a burden of more proof than is usually offered.

Evidence indicates that absence is generally viewed as "mildly deviant workplace behavior". For example, people tend to hold negative stereotypes of absentees, under report their own absenteeism, and believe their own attendance record is better than that of their peers. Negative attributions about absence then bring about three outcomes: the behavior is open to social control, sensitive to social context, and is a potential source of workplace conflict. Thomas suggests that there tends to be a higher level of stress with people who work with or interact with a narcissist, which in turn increases absenteeism and staff turnover.

As growing number of Absenteeism can be fatal to the Company, there arises a need to put an end to it in a right manner by knowing the root causes and methods to eradicate it. If people in the company take leave without notice, it causes loss of productivity and the performance of the company slows down which does not reflect a positive note to the industry on the whole. If the Absenteeism is reduced, the company’s work cycle would be constant and there would not be a need to issue warning or notices to people on the Job.

Sheraton Park Hotels and Towers had been facing increasing number of absenteeism among their employees since the last financial year 2012-2013, which started reflecting on the performance on the company in adverse ways. By the end of the year 2012 the absenteeism was drastically increased until March 2013. For the purpose of this project, the months which are taken under observation are January 2013, February 2013, March 2013 & April 2013.

1.6. LITERATURE REVIEW This project envisages the depth and importance of Human Resource in the Hospitality Industry. Every company comes across problems like absenteeism which puts them into loss of productivity which leads to failures in several processes. This can become a major issue if not tackled effectively and on time. Therefore, keeping that in mind, the major focus of this project has been on the Human Resource, their performance, their productivity, absenteeism, reasons of absenteeism and the adverse effects it can cause to their department and the Hotel. The project deals with certain Six Sigma tools like Pareto Analysis and Fish bone Diagram to narrow down the results into a clear picture so that the absenteeism of the employees are reduced effectively.  Six Sigma was created to help businesses and organizations achieve superior performance results. It is a better environment to implement this process in this world of hospitality. There are several areas that can benefit from Six Sigma as it continues to spread across the business industry.

 In an industry that deals with customers non-stop, this methodology can create increased productivity and satisfaction in customer loyalty, a reduction in employee turnover, reduction in costs, reduction in losses due

to billing errors, a marked increase in revenue, an increased balance in employee’s work-life.  The hotel industry is a great hospitality arena. Added value from the utilization of Six Sigma may occur in the following areas:  Increase in information accuracy.  A reduction of peak time check ins/check outs.  Elimination of billing errors.  A reduction in the amount of “no-shows”.  Reduction in housekeeping room turnaround times.  Standardized cleaning procedures/policies.  The food and beverage industry is yet another area of hospitality whose success is hinged upon customer satisfaction. Areas that can be impacted include:  Amount of time between order placements and deliveries  Waste and theft of product  Food and beverage output  Inventory control  There are various six sigma tools used in this project for the purpose of analysis, interpretation & for deriving conclusions.

 Service Quality is the core in hotel management. It's an inevitable choice for the hotel to implement continuous improvement in the light of the request of customers for the purpose to win in the competition.

 Considering both sides of enterprises and customers, Six Sigma is a kind of management method which emphasizes flow-oriented performance

improvement and takes efficiency as the centre on the whole management process.

 At least one organization in the hotel industry, Starwood Hotels implemented Six Sigma in 2001.As a result of the implementation that included launching 3500 Six Sigma projects at Starwood hotels worldwide, the company realized some quick financial wins.

 Food production, due to its similarities to the manufacturing industry has had success on case by case basis in using Lean and Six Sigma principles. A large scale food production at the Glostrup Hospital in Denmark utilized 5s and value stream mapping to eliminate wasted meals from 10% to 5%.

1.7. OBJECTIVES OF THE STUDY: Although Human Resources are not a big department in most organizations, HR processes have a major impact on the employee's efforts for delivering services or product. HR people handle the responsibility of retaining the employees while balancing the financial needs of the company. Compensation and benefit areas taken care of by the HR department include payroll administration, time and attendance management, leave policy, stock options and so on. Six Sigma Projects such as reducing time for the paycheck deposition process, faster performance review systems and eligibility study for ESOPs can be considered for the betterment of these activities of the HR. There could be a need for Six Sigma projects like improving multiple payroll systems for remote locations and reducing errors in employee information database.

HR personnel have to take care of areas like employee absenteeism, dispute resolution, health and safety issues, union negotiations, interpersonal communication and discrimination and harassment issues. Six Sigma projects can be undertaken to address the discrimination and harassment by way of monitoring and compliance audit, systems for improved communication among employees and executives. Six Sigma projects can aim at overall organizational development with regards to improvements in the career and succession planning, leadership, change management, workplace planning and organization, performance improvement and communication programs.

Staffing, Training and Retention - One basic responsibility of the HR department is staffing, background checks, selection and training and retention of employees. They have to design and schedule training and development programs for new employees, as well as existing ones. They also have to handle employee contracts for permanent and temporary employees and manage the process of relocation and outsourcing of employees. They have to manage the retrenchment issues and exit interviews. There can be projects like creating self-learning and evaluation modules for the employees. Projects to improve the hit rate for job postings followed by quick responses to the applicants, reduction in unnecessary security checks and so on can be undertaken by the HR department as Six Sigma projects. Six Sigma has been around for over a decade and as such it has been deployed at lots of companies around the world. More than 75% of the fortune 500 companies have deployed Six Sigma in one form or another. Some companies have chosen not to call it Six Sigma due to copyright or other issues. They have a similar approach but may call it by a different name (such as STRIVE, MEDIC, etc).

The overall study objective is to learn the operations of the company, analyze the employees from different departments and to reduce absenteeism by circulating absenteeism guidelines and reducing complacency among people regarding their absenteeism behavior Within this broad theme, there were specific objectives as follows: 1. To understand the impact of Absenteeism on the productivity of the organization 2. To examine and analyze the root cause of the behavior of the people which leads to absenteeism and Complacency 3. To assess employees of different departments in the Company and the changes that can be brought about for reduction of Absenteeism 4. To explore the ideas on the development of the Company by reduction of Absenteeism and sustaining that level for the future 5. Providing suggestive measures using Six Sigma methodology which leads to reduction of Absenteeism

1.8. LIMITATIONS OF THE STUDY: Limitations are certain uncontrollable factors that are bound to appear in a study or research that is carried out. There are two noteworthy limitations of this study: Time Constraints and Individual Assessment of the employees. For the purpose of this project, the months that have been taken into consideration are January 2012 to April 2013 when the Absenteeism was at its peak and required urgent attention. Due to time constraints, months prior to January 2013 were not taken into account which could have provided a clearer picture on the possible reasons of Absenteeism. Individual assessment of the employees could not be carried out, as the hospitality industry is the busiest place comparatively to the other industries, it was impossible to track down all the employees of a certain department and target them with a questionnaire at the same time. Therefore, the data that has been fished out from the several departments were used as a scale to measure the absenteeism levels. If every employee were put across with a questionnaire, there would have been possibilities to come out with an alternative solution to their problems rather than reviving and circulating absenteeism guidelines and Leave policies.

CHAPTER 2: METHODOLOGY

 A methodology is usually a guideline system for solving a problem, with specific components such as phases, tasks, methods, techniques and tools.  A Management research is an unbiased, structured and sequential method of enquiry, directed towards a clear implicit or explicit business objective.  Basically there are two types of business research. 1) Basic research 2) Applied research.  If the research conducted is vast and the time period involved is flexible, then it is said to be basic research, whereas if the research is goal oriented and focuses on immediate results then it is called applied research.  The research that has been carried out in this project falls under the applied research since it has been focused on the results with immediate effect and also action oriented.  Under the applied research category, there are two types of research namely 1) Exploratory research 2) Conclusive research.  Exploratory research allows the researcher to gain a better understanding of the concept and provides direction in order to initiate a structured approach, whereas conclusive research tests and authenticates propositions revealed by exploratory research.  This project is classified under the exploratory research since it is used to gain a deeper understanding of a situation which is a cause of concern.  The situation showcases de-growth suffered in the human resource department from the month of January and the necessary analysis and corrective measures to be carried out to kill the defect and thereby push the revenues in the upward direction.

2.1. SAMPLE DESIGN  It would be appropriate to discuss some sampling concepts before getting into the details of the sampling design.  The Population refers to any group of people or objects that form the object of study in a particular survey and are similar in one or more ways.  An element comprises a single member of the population. A sampling frame comprises of all the elements of a population with proper identification that is available to us for selection at any stage of sampling.  A sample is a subset of a population. It comprises only some elements of the populations. A sampling unit is a single member of the sample.  The sampling process is selection of adequate number of elements from the population so that study of the sample will not only help in understanding the characteristics of the population but will also enable us to generalize the results.  The sampling design refers to the process of selecting samples from a population. There are two types namely 1) Probability sampling design 2) Non probability sampling design.  The probability sampling design is a design in which each and every element of the population has a known chance of being selected in the sample. But known chance does not mean equal chance.  In a Non probability sampling design, elements of a population does not have any known chance of being selected in the sample.  The sampling design employed in this project is Non probability sampling design as it used in exploratory research.

2.2. TOOLS OF ANALYSIS  Certain tools were used to elucidate the data obtained and also to study the

causes and failures that led to Absenteeism in the hotel.

 The tools used in this project are listed below:

Sl No Tools Used 1 SIPOC 2 Project Charter 3 Pareto Chart 4 Cause and effect Diagram/Fish bone Analysis

 The above tools were used in different phases of the project and suitable

corrective measures were taken to kill the defects.

 A brief summary of the Tools used in this project are as follows.

SIPOC

 SIPOC stands for Supplier, Input, Process, Output & Customer.

 In process improvement, SIPOC (sometimes COPIS) is a tool that summarizes the inputs and outputs of one or more processes in table form.

 It was in use at least as early as the Total Quality management programs of the late 1980s and continues to be used today in Six Sigma and Lean manufacturing.

 To emphasize putting the needs of the customer foremost, the tool is sometimes called COPIS and the process information is filled in starting with the customer and working upstream to the supplier.

 The SIPOC is often presented at the outset of process improvement efforts such as Kaizen events or during the "define" phase of the DMAIC process.

 The above is a sample SIPOC template.

PROJECT CHARTER

 In project management, a project charter, project definition or project statement is a statement of the scope, objectives and participants in a project.

 It provides a preliminary delineation of roles and responsibilities, outlines the project objectives, identifies the main stakeholders, and defines the authority of the project manager.

 The three main uses of the project charter:

 To authorize the project.

 Serves as the primary sales document for the project.

 Serves as a focal point throughout the project.

 A sample charter template is given below

PARETO ANALYSIS

 A Pareto chart is a type of chart that contains both bars and a line graph,

where individual values are represented in descending order by bars, and

the cumulative total is represented by the line.

 The left vertical axis is the frequency of occurrence, but it can

alternatively represent cost or another important unit of measure.

 The right vertical axis is the cumulative percentage of the total number of

occurrences, total cost, or total of the particular unit of measure.

 The purpose of the Pareto chart is to highlight the most important among

the set of factors. In quality control, it often represents the most common

sources of defects, the highest occurring type of defect, or the most

frequent reasons for customer complaints, and so on.

FISH BONE ANALYSIS

Ishikawa diagrams (also called fishbone diagrams, herringbone diagrams, cause- and-effect diagrams, or Fishikawa) are causal diagrams created by Kaoru Ishikawa (1968) that show the causes of a specific event. Common uses of the Ishikawa diagram are product design and quality defect prevention, to identify potential factors causing an overall effect. Each cause or reason for imperfection is a source of variation. Causes are usually grouped into major categories to identify these sources of variation.

2.3. SCOPE AND SIGNIFICANCE OF STUDY: Absenteeism can be a great hindrance to the working environment; therefore, this study would eliminate the basic factors that leads to absenteeism. Hospitality industry is a busy place which needs man power round the clock. If people are not satisfied with their jobs or come up with alternative reasons and do not show up for their work, then the productivity of the different departments would be affected to a great extent. Different leave policy would be implemented in order to follow a particular pattern for the application of leave. It would be made mandatory and strict actions would be taken against the people who do not adhere to it. In this way, absenteeism would be reduced for the future years and people would not be complacent about their presence in the work place. This study would hold a high significance in the Human Resource area because people are the ones who constitute to the growth of all the departments. High absenteeism in the workplace may be indicative of poor morale which would be a bad reflection on the brand name. Sometimes, people choose not to show up for work and do not call in advance, which businesses may find to be unprofessional and inconsiderate. This study would reduce the reasons and activities which contribute to such kind of behavior.

CHAPTER 3 SIX SIGMA

3.1 SIX SIGMA – AN INTRODUCTION

 Six Sigma is a business management strategy originally developed by Motorola in 1986.

 Six Sigma seeks to improve the quality of process outputs by identifying and removing the defects by minimizing variability in manufacturing and business process.

 It uses a set of quality management methods and creates an infrastructure of people within the organization.

 The Six Sigma process is one in which 99.99966% of products manufactured are free from defects i.e., 3.4 defects per million.

 The term six sigma originated from the terminology associated with manufacturing.

 The term defect in Six Sigma is defined as any output that does not meet the customer specification.

3.2 SIX SIGMA – FEATURES

The Six Sigma process includes these features that set them apart from the previous quality method initiatives. They are:

 A clear focus on achieving measurable and quantifiable financial returns from any Six Sigma project.  An increased emphasis on strong and passionate management leadership and support.  A special infrastructure of Champions, Master Black Belts, Black Belts, Green and Red belts for implementation of the Six Sigma approach.  A clear commitment to making decisions on the basis of verifiable data rather than based on assumptions.

3.3 SIX SIGMA – METHODOLOGIES

 Six Sigma follows two methodologies based on Deming’s Plan-do-Check- Act cycle.

 DMAIC – Used for projects for improving an existing business process.

 DMADV – Aimed at creating a new products or process designs.

3.3.1 DMAIC METHODOLOGY

 The DMAIC methodology has 5 phases.  D – Define the problem, the project goals specifically.  M – Measure key aspects of current process and collect relevant data.  A – Analyse the data to investigate and verify cause and effect relationships. Determine the relationship and consider all factors. Find out the root cause of the problem.  I – Improve or Optimize the current process based on the data analysis using various techniques such as PokaYoke etc. to create a standard process.  C – Control the future state process to ensure to ensure that any deviations from the set target are identified and corrected before any defect is produced by implementing control systems.

3.3.2 DMADV METHODOLOGY (DFSS)

 The DMADV or DFSS methodology has 5 phases.  D – Define goals that are consistent with the customer demands and the entire strategy  M – Measure and Identify CTQ’s (Critical to Quality), product quality, production process capability and risks.  A – Analyse to develop and design alternatives, create high level design and evaluate design capability to select the best design.  D – Design details, optimize design and plan for design verification. This phase may require simulations.

 V – Verify the design, set up pilot runs, implement production process and hand it over to the process owner.

3.4 QUALITY MANAGEMENT TOOLS

 Six Sigma uses quality management tools and methods within the individual phases of DMAIC or DMADV process.  Chi squared test  ANOVA  Cause and Effect Diagram ( Fish bone diagram)  Failure Mode Effect Analysis  Regression Analysis

3.5 SIX SIGMA – SOFTWARES

 Analysis Tools – Used to perform Statistical and Operational analysis.

 Program Management Tools – Used to manage and track a corporation’s entire Six Sigma program.

 DMAIC & Lean Online project Collaboration Tools – Used by local and global teams.

 Data Collection Tools – Used for feeding information directly into the analysis tools and significantly reduce the time spent gathering the data.

3.6 IMPLEMENTATION ROLES

 Six Sigma identifies several key roles for its successful implementation.

 Executive Leadership that includes CEO and other members of the top management.  Champions, who take responsibility for six sigma implementation across the organization in an integrated manner. Also act as mentors for Black Belts.  Master Black Belts identified by champions, acts as an in-house coach on six sigma. They devote 100% of the time to six sigma and guide the black & green belts.  Black Belts work under the Master Black belts to implement the six sigma methodology to specific projects. They focus on six sigma project execution.  Green Belts take up six sigma implementation along with their other job responsibilities under the guidance of Black belts.

Some organizations have Yellow Belts, who have basic training in six sigma tools and generally participate in projects.

3.7 APPLICATION

 Six Sigma strategies were initially applied in the health care industry in March 1998.

 Commonwealth Health Corporation was the 1st health care organization to subsequently implement the effective strategy of Six Sigma.

 So the radiology department throughput improved 33% and cost of radiology procedure decreased by 21.5 %. Six Sigma was subsequently adopted across the globe.

CHAPTER 4 DMAIC

4.0. EXECUTIVE SUMMARY: Since January 2013, leaves on an average / month was 1499, out of wish absenteeism was 569 no. of days on an average. Hence absenteeism to overall leave was 37%

4.0.1. GOAL STATEMENT:  To reduce absenteeism contribution from 37 % to 10 %  To understand the Absenteeism, trend at Sheraton Park to reduce the absenteeism and formulate adherence of leave policy.

4.0.2. TEAM MEMBERS:

 Project Sponsor : Mr.Shiva Kumar

 Project Leader : Miss. Zoya Naseem

 Team members: Miss Raji, Mr. Renganathan & Mr. Mathew

4.1. DEFINE

Define phase of a 6 sigma project is the first phase of the study which consists of problem statement, goal statement, team members involved in the project. This phase magnifies the problem statement which is to be dealt with. Since January, the absenteeism level rose to 37% in the hotel due to which losses were incurred. The reason behind this level of absenteeism was due to the careless attitude of people towards their job and also no proper regulation of leave policy on the employees. The goal of the project is to reduce the absenteeism level up to 10%.

4.1.1 TOOLS USED

 Project Charter  SIPOC

PROJECT CHARTER

 The above project charter outlines the various aspects of the project that includes problems, goal to be achieved, scope of the project and the team members.  The charter highlights the time duration taken for the completion of each phase of the project. Each phase of the project is aimed at completion within or on the date of deadline.  This is being done so that the data obtained for the purpose of study and corrective measures does not become obsolete.

SIPOC

S I P O C SUPPLIER INPUT PROCESS OUTPUT CUSTOMER KITCHEN PERMISSION WEEKLY AUTHORIZED KITCHEN SLIPS ABSENTEEISM PERSONNELL TO REPORTS APPROVE LEAVE

KITCHEN ATTENDANCE LEAVES TO BE DEPARTMENTS KITCHEN STEWARD REGISTER APPROVED BY UPDATE STEWARD ATHORIZED ATTENDANCE&LEAVES PERSON AND HR MONITORS IT

SECURITY AND COMPUTER EVERY 2 DAYS GUIDELINES ON SECURITY AND TRANSPORT PUNCHING ATTENDANCE ABSENTEEISM IS TRANSPORT SYSTEM TO BE CIRCULATED CHECKED BY THE H.R.

HOUSEKEEPING LEAVE CARDS ALL LEAVES HOUSEKEEPING TO BE SETTLED BEFORE 25TH OF EVERY MONTH

ENGINEERING DUTY DISCIPLINARY ENGINEERING ROSTERS ACTION TO BE TAKEN AGAINST THE DEFAULTERS

 SIPOC stands for Supplier, Input, Process, Output, and Customer.  In this project the information is supplied from three sources namely :-  Kitchen  Kitchen Steward  Security and Transport

 Housekeeping  Engineering

 They provide the necessary input for the required process which is converted as an output and given to the respective customer.

 The customer is the internal customer i.e, managers of different department after which the suitable corrective measures are taken.

4.2 MEASURE PHASE:

 The measure phase is the second phase which involves numerical studies of the data for data analysis.

 The purpose of entering this phase is to bring in clarity or an understanding to the defined problem or rather.

 This phase focuses on measurement system validation and root causes.

4.2.1 TOOLS USED

 Fishbone diagram

Man Environment

Peer Influence Complacence Approachability Ignorance Unconduciveness

Sickness Causes Absenteeism

Outdated Communication Gap

Time Consuming Erratic Submission of Leave Tedious Cards Method and Chain of Command Procedure

 The Fishbone diagram (Ishikawa diagram or cause-effect diagram) is a tool wherein the root causes of a defect are identified.

 The above diagram indicates the various root causes that has led to the increase in the absenteeism level.

 Based on this above fishbone diagram, certain changes were mandated with the aim of reducing the Absenteeism Level.

4.3 ANALYSE PHASE:

 The analyse phase is the third phase which involves statistical analysis of the given problem.

 This phase statistically reviews the families of variation and will determine which significantly contribute to the output.

 This phase focuses on graphical analyses of the data obtained.

4.3.1 TOOLS USED

 Pareto Analysis  Failure Mode Effect Analysis (FMEA)

4.3.2 INFERENCES:

 The following Inferences were obtained from the Pareto chart analysed for duration of 3 months.  From the above pareto analysis, it is evident that this has got almost pareto effect,i.e, 80% of problems caused by 20% of root causes. as it is seen in the graph, the first 7 departments almost drive pareto effect out of the total 35 departments.  it also becomes evident kitchen, kitchen stewarding and security& transport contribute to more absenteeism than other departments

FMEA

4.4. IMPROVE PHASE:

 The improve phase requires understanding the KPIV's that are causing the effect.

 This phase will help determine the relationships and amounts of these key variables to the project "Y" and lead to optimal improvement ideas.

 The solutions have been identified and the implementations to reduce variation in improve target performance are executed in IMPROVE.

4.4.1. TOOLS USED PICK CHART

KILL CHALLENGE H I IRREGULARITY IS ISSUING WARNING LETTER G SIGNING ATTENDANCE TO THE ASSOCIATES WHO H WILL BE TREATED AS ARE IRREGULAR TO THE ABSENT. WORK

E F F O EVERY ASSOCIATE TO A SET OF GUIDELINES R BE ADVISED TO GET ON ABSENTEEISM HAS T THEIR LEAVES TO BE CIRCULATED APPROVED BY AMONG ASSOCIATES CONCERNED HOD’S AND STATING THE SUBMIT IT TO THE HR CONSEQUENCES OF L O DEPARTMENT BEFORE LEAVE WITHOUT PRIOR 25TH OF EVERY MONTH NOTICE W

POSSIBLE BENEFIT IMPLEMENT 88

4.5. CONTROL PHASE  The control phase is the conclusion of the team's journey.

 The final capability is determined and the closing performance and all related changes are documented on the closing contract.

 Rigorous follow-up and corrective action with comprehensive yet simple documentation can increase the likelihood that the gains are sustained. 4.5.1 TOOLS USED

 ACTION PLANNING MATRIX

S.NO TOPIC FREQUENCY IMPLEMENTATION PROCESS DATE OWNER 1 Every On every 30 APR,2013 Human associate to leave day Resource be advised to Manager get their leaves approved by concerned hod’s and submit it to the hr department before 25th of every month 2 A set of Weekly 28 APR,2013 Coordinator guidelines on absenteeism has to be circulated among associates

stating the consequences of leave without notice

3 Irregularity is Daily 29 APR 2013 Coordinator signing attendance will be treated as absent.

4 Introduction Once 30 APR,2013 Human of an H.R. Resource number Manager

5 Issuing Daily 27 APR 2013 Human warning Resource letter to the Manager associates who are irregular to the work

CHAPTER 5 CONCLUSION

5.1 IMPROVEMENT INITIATIVES

 Every associate to be advised to get their leaves approved by concerned HOD’s and submit it to the HR department before 25th of every month  A set of guidelines on absenteeism has to be circulated among associates stating the consequences of leave without notice  Irregularity is signing attendance will be treated as absent.  Introduction of an H.R. number  Issuing warning letter to the associates who are irregular to the work

5.1.1 PROCESS RECOMMENDATIONS

 The careless attitude of the people in regards to their leaves would be eliminated if the new policy is strictly adhered to.  The person who maintains a good attendance can be offered incentives every 6 months based on his/her performance on work  Every leave that’s taken should be followed by valid medical certificates or legitimate reasons for their absence  Leaves would not be considered sanctioned unless and until signed by the Head of the Departments otherwise it would be considered as Loss of Pay.

5.2.2. PRESENT PERFORMANCE

BIBLIOGRAPHY

As part of my summer project, I required certain information to complete my study and also for completing my report. The information required was collected from the following sources:

 http://www.itchotels.in/hotels/sheratonpark.aspx

 www.wikipedia.org

 http://hospitality.financialexpress.com/20111215/management03.shtml

 http://www.six-sigma-material.com

 http://www.managementstudyguide.com

 http://www.miconleansixsigma.com

 http://www.isixsigma.com/new-to-six-sigma/design-for-six-sigma- dfss/design-six-sigma-dfss-versus-dmaic/