ABSTRACT

Under the course of study for Designing Work

Organization, Group 1 studied and researched
on the Gautami Heights Hotel present in
Kashipur, Uttarakhand.
PGP16071: Shah Krupesh Dharmesh bhai
PGP16081: Naveen Kumar K
PGP16091: Darshan D
PGP16101: KshitizBathom
PGP16111: MohitMalviya
PGP16121: JigeshRathod
GAUTAMI HEIGHTS PGP16131: Aasim Zafar Khan

Kashipur, Uttarakhand
Group A
 Acknowledgement

We, the members of Group A of Section B, Batch 2016-18, Indian Institute of

Management Kashipur extend our deep gratitude and sincere thanks to Prof.

Rakesh Kumar Agrawalhisinvaluable guidance and keen interest throughout the

course of this project.

We take this opportunity to thank him for the sheer support and also the

willingness to spare his precious time to clarify our queries for the completion of

this project.

Group A, Section B, PGP 2016-18

Indian Institute of Management Kashipur,
PGP16071: Shah Krupesh Dharmesh bhai
PGP16081: Naveen Kumar K
PGP16091: Darshan D
PGP16101: KshitizBathom
PGP16111: MohitMalviya
PGP16121: JigeshRathod
PGP16131: Aasim Zafar Khan
Contents
1. Introduction and history: ...................................................................................................................... 3
2. Organization Structure:......................................................................................................................... 3
3. Organizational Design: .......................................................................................................................... 4
3.a. Organizational environment .................................................................................................................. 5
4. Decision making under Process: ........................................................................................................... 6
5. Organization Culture: ............................................................................................................................ 7
6. Organization Linkages: .......................................................................................................................... 9
A) Nature of Relationship between Functional/ divisional Areas: ........................................................ 9
B) How is integration achieved within the organization? ..................................................................... 9
C) Linkages with the outside environment: ........................................................................................ 10
7. Contingency/ Problem Solving: ........................................................................................................... 10
A) Customer centric: ........................................................................................................................... 10
B) Within the organization: ................................................................................................................. 11
8. Recruitment: ....................................................................................................................................... 11
9. Challenges faced by the Customer: .................................................................................................... 13
10. Suggestions: .................................................................................................................................... 14
11. Interview: ........................................................................................................................................ 15
12. Employee Experience: ..................................................................................................................... 17
13. Inferences: ...................................................................................................................................... 18
14. Recommendations and Conclusions: .............................................................................................. 19
1. Introduction and history:
Gautamiheights, initially started as a franchise under Best western group, which is an

international chain of hotels. However, later on it got separated from the chain and started

working independently. It has been 4 years since Gautami is working under its current name and

independent of the Best Western group.

Ownership: The Owner of the Hotel is Ram Mehrotra. He is also the owner of SRS Cinemas and

has a construction company of his own. He is essentially into Real estate business and

politics(BJP).

2. Organization Structure:
The Organization Structure is as Follows
The Organization under Ram Mehrotra is headed by the General Manager Mr. Gagandeep Singh

who has been closely associated with Mr. Ram Mehrotra for a long time and has family

connections as well. Apart from Mr. Gagandeep Singh, Mr. S. Jeetendra is another GM of

Gautami Heights who handles the organization day to day affairs.

3. Organizational Design:
The organization is more of a vertically structured as there is strict hierarchy in place and

communication and reporting systems are vertical in nature. Also the decision making is more

centralized. With regard to the topic of being functional or divisional the organization is hybrid

in nature as it is separated both on the basis of function and also on the basis of divisions. Strict

rules are followed in the organization and so it is more of a rational organization than being a

political organization.

The information flow is in the organization is top down in nature. The higher level employee’s

constant pass on information or orders to their subordinates and this information is elaborate and

complete.

The organization is not many written down rules and procedures regarding day to day operations

but the mangers follow or have adopted general accepted rules and procedures with regard to day

to day functioning of the organization.

The manager and other department heads are the ones who have good experience in their area

and are thus specialists with regard to those departments or functions. Thus the organization

score high with regard employees strength and specialization.

The levels in the organization define the hierarchy in the organization and the level of influence

with regard to people from other departments or functions. Thus during interactions and
undertaking of various process with regard to functioning of the organization each person is

aware of the position of the other with respect to himself.

The organization is highly centralized and with the decision making vesting in the hands of the

General Manager (Mr. Gagan Deep)

3.a. Organizational environment

Industry sector: Competitors are The Manor Kashipur Hotel, Hotel

AnanyaRegency,HotelAnand Castle, Hotel Sherina etc.

Raw Materials Sector: Suppliers from Delhi and local market

Human Resource: People are hired and trained for 1 month

Financial Resource sector: Having good amount of revenue in crores, Reservation starting from

2500-5500 per day

Market Sector: Tourist of Kashipur, Students of IIM kashipur, Marriage and other anniversary.

Hotel Gautami Heights falls under Low-Moderate Uncertainty as

 Its Stable environmental change as elements remain slow or change slowly like change of

infrastructure, services, employees

 Its Complex environmental complexity as its depends on large no of external elements

like number of customers checking in, rates of raw materials

 Many departments are present like Accounts, Banquet, HR, Market which need

integrating roles and moderate response

4. Decision making under Process:
In organizations like these which are mainly focused on Hospitality and Customer Service the

approach for effectiveness cannot be just based on one of the strategic approaches such as

Resource-Based approach, Internal Process approach or Goal-Based approach rather it has to be

a mix of all the three with respect to situation in hand. As when it comes to suppliers there will

be an element of bargaining which we found in this organization also hence it is a part of their

strategy.

Similarly, when it comes to hiring staff they do make sure it is in a cost effective manner so as to

be competitive in this market hence they do strategize for effectiveness using internal process

approach and in the end as their main goal is to provide good facility to their customers with

respect to rooms, food and services hence they always follow a goal based approach for higher

effectiveness with respect to the competition.

Strategic Direction –

As we found here that both the general managers are involved in strategic decision making for

running the business. The managers at various levels provide feedback and help senior

management in formulating a strategy or goals. These goals are then discussed with the owner

and once owner approval is received necessary steps are taken to achieve those goals.
A meeting thereafter is held wherein all the department heads are present and they are

communicated the goals of the business. In this meeting, suitable changes in the organization

design which needs to be taken for better performance and rewards are discussed and finalized

for implementation. These goals are then communicated by the various department heads back to

their teams with the action plan for near future.The general manager keeps evaluating the

progress.

Day-to-Day Decision Making –

Day to day decision making is vested upon department heads with the managers who are

required to send in a report to the General Manager on a weekly basis sharing the functional

details and progress with respect to actions to be taken for achieving the goal. The Managers

frame operative goals or departmental goals based on the official goals agreed during the annual

meeting and checks the weekly status of progress in same direction.

5. Organization Culture:
As we observed with ‘Gautami’ that they have a primary focus on involvement of their

department heads and managers for strategic decision making as there is rapid change in demand

from customers which is received to top management through them we see their culture as kind

of a Clan Culture. As they receive greater commitment from their employees by their

involvement and participation and creating a sense of responsibility in them.

Visible and Invisible part - Being in hospitality sector we observed that they treat their

customers well and general attitude towards customer is welcoming which goes to tell a lot about

their culture.
Nature of relationship among employees – Though it is basically hierarchical and strict control

is enforced at various levels by immediate seniors but managers try to break this hierarchical

relationship by having an occasional chat with their team members as to how things are going

with their personal life and what is their motivational like working here.

Managing Diversity - Though most of the basic staff is regional but they do hire from distant

places as per reference and even from hotel management institute in Haldwani area.

Rituals in the organization – Though it was a normal culture of celebration of owner’s birthday

by the employees, birthday wishes were sent to all employees on their birthday and managers on

their own birthday celebrated with their immediate team by sharing sweets. Anniversary of the

organization was highly celebrated.

Keeping the Culture Alive -While recruiting the Human Resource manager gives his stamp of

approval that the employee selected would fit into the organization culture. Also, regular

meetings were conducted by managers to motivate their teams and sink in the organizational

culture with their new employees.

Technology Adaptation -Communication was through e-mails and SMSs which shows their
employees were fairly educated at every level. And also most of the staff we found were good
with computers. Also they have applied latest technologies for payment services as well as room
services.

6. Organization Linkages:
A) Nature of Relationship between Functional/ divisional Areas:
The departments are allotted their tasks that they need to carry out. Each department comes

under the direct purview of General Manager.He directly controls all the departments.

Hence according to Thompson’s classification of Interdependence and management implications,

the structure of the organization is a Reciprocal structure. There is high functional

interdependency among various Departments. Hence the high coordination is required and is

achieved through the link of GM. The chances of conflict among the divisions are high as they

are highly dependent on one another in their functions. There will be more number of cross

functional meetings on a frequent basis. Mutual adjustment is required among the divisions to

ensure the smooth functioning of the departments and the organizations. Teamwork will be the

key to success of the organization.

B) How is integration achieved within the organization?

The integration is a type of the direct contact. This type of integrating mechanism is the simplest

mechanism between the subunit managers. Managers of the various subunits contact each other

when they have a common concern. Sometimes the managers have the differing orientations that

impede coordination hence the contact may not be effective at that time. Managers of various

subunits might have different opinions because they have their own different tasks.

For example, Kitchen manager are typically concerned with food production issues, cost control,

and quality control, whereas banquet managers are concerned with decoration of the banquet

halls and ensuring the timely availability.

These differences may inhibit communication between managers, who may not speak the same

language. Managers can become so engrossed in their functional units that they might lack the

respect for other subunits and that may inhibit the communication among various departments.

For these reasons, direct contact may not be sufficient to achieve coordination between subunits

when the need for integration is high.

C) Linkages with the outside environment:

The linkages with the outside environment mainly consists of the vendors and collaborations

with portals like Make my Trip and other portals. Supplies of food and bar are usually done

through contract basis with vendors. To attract the customers they have tie ups with Make my

trip, and other portals. This Part is handled by the GM marketing. Other supplies like furniture,

decorative items, and various interior assets are sourced from Delhi. These activities comes

under the direct purview of the GM.

7. Contingency/ Problem Solving:

A) Customer centric:
As any Hotels will follow, this particular hotel also follows the customer centric approach. Any

problem is first dealt with at the reception. If the problem is not solved or addressed there, it is

forwarded from the reception to the The concerned department. Therefore the person handling

the reception must have excellent communication skills and a decent knowledge of the functions

of the Hotel and good problem solving analytical skills. The receptionis under the direct control

of the GM. This shows the importance given to the customers problems as the reception has a

direct link to The General manager.

When High value customers are expected to come there are direction directly from the Owner

and he tries to stay involved with the process at all the levels as much as possible.
B) Within the organization:
The problem which may arise within the departments are the Inter group conflicts. To address

this problem directly the General Manager steps in to resolve the conflicts. Meetings of the

concerned managers are arranged to address the problems. Inter group conflicts happen because

of task Interdependence. The goals of the concerned departments are different as they have

altogether different tasks to perform. Also as the Hotel is located in the remote location of

Kashipur the resources are also limited and sometimes there is the shortage of the resources.

Therefore, at times the conflict arises.

When serious fights break out between the employees also the General Manager steps in.

So during Contingency the General Manager has a larger role to Play.

8. Recruitment:
a)Process:
Primary source of recruitment is through Referrals. At the lower level, workers who have worked

at other places will refer their friends. Other way is the Higher level managers use their contacts

to get information about the people looking for jobs. Third way is through advertisements in

newspapers. For recruitment to higher positions they also go to Hotel Management institutes.

Nearest one is in haldwani. The Hr. manager interacts with the person before finalizing the

recruitment to accessones suitability with regard to the work culture of Gautami.

b) Training:
Each department head is responsible for training new staff. Also he identifies other senior people

in his department to help the new person. When the new worker joins them, they gave easy work

to do so that the worker observed him carefully. After observing them two-three times the
worker has to handle that work. All the worker has 2-10 days of training. There is training for ten

days for the lower level of the workers who serves to the customers.

C)Promotion:
There is no promotion policy in this organization. But if a vacancy at the higher level arises a

person at the next lower position might be considered for promotion based on his experience.

One of the Steward who work from the beginning, four months before he got promoted to the

captain who work under the Food and Beverages manager.

d)Temporary or Contractual Staff:

Usually during big parties, functions, marriages and some festivals contractual staff from outside

are recruited on contract basis. For this theyhave a tie up with a contractor for the workers or call

the temporary worker who regularly work with them.

e) Remuneration:
Usually the remuneration or the salary remains fixed but based on the number of years of service

it would be incremented. But for this the person has to approach his superior and forward the

application to the HR and then it will pass to GM who will approved it.

Managers and other higher level staff can write directly to Hr. and forward the application to GM

and GM has to approach the owner for increment. One of the Banquet staff, Ramesh had starting

salary of around 5000 thousand per month, but after several increments now his salary is around

7500 thousand per month.

f)Incentive / Rewards:
Incentive and rewards are usually not present. But bonus during festivals are given to the

employees.
9. Challenges faced by the Managers:
There are various managers for various departments, and they face various challenges in day to

day affairs some of which are given below:

Accounts Manager:Faces daily challenges related to expenditures and revenues consolidation.

Also, they are responsible towards all the payments and purchases. These purchases vary from

daily needs of kitchen, maintenance assortments etc. All the purchases are first approved by

accounts division. Rest of the divisions which come later below have to get necessary approvals

from accounts division before getting any purchase done or send the necessary detail to accounts

divison.

Food and Beverages division: Food and beverages department is connected to bar and kitchen

division and most of the challenges which it faces is with day to day transactions with these two

departments. Its’ main focus is to keep all the necessary food and drinks updated in its’ stock

irrespective of whether it is perishable or not.

Banquet Manager: Role of Banquet Manager covers every single thing related to any banquet

function being conducted in Gautami Heights, i.e. from transacting with other division to hiring

of workers for that specific day when any function is organized.

Housekeeping Supervisor: His role varies from training of untrained staff to making sure that the

staff is cordial and gentle towards the guest. He also makes sure that the proper stuff related to

housekeeping is always present in the stock.

Maintenance head: he works closely with the housekeeping department and make sure that

everything is in place. He has to regularly check that the employee under him check for issues
related to bathrooms, furniture, bedding, cots, electric, plumbing, repair, painting jobs and

logistics related issues as well.

Kitchen manager: he has been hired based on experience and recommendation and take cares of

preparation of food. He has to make sure that food is prepared in accordance to wishes of the

visitors, apart from this he also has to make sure that all the junior chefs are trained and are of

good quality. One of the issue which they regularly face is during the banquet events cause the

food is prepared in accordance to wishes of point of contact and the real person whom the head

cook has to face is during the event, so if anything goes wrong then head cook has to make sure

to make the customer happy.

HR Manager: HR manager has to make sure that he is hiring the right person cause in hotel

industry many people leave job after some time as the progression chances are very low. He also

needs to make sure that the employees are motivated and retained for the Hotel. One strange

thing which we came to know was this that Gautami doesn’t have any gift system to motivate

their employees as is done in other organizations.

10. Suggestions:
One issue where all the departments of Gautami were lacking is the issue of motivation among

its’ employees. Most of the workers leave job after some time and the HR manager has to contact

the middle man who arranges the workers again and Gautami end up paying the middle man

money for arranging the workers. To counter such scenarios, it would be really good if they

provide rewards to good working employees and make sure that the lower level workers are

motivated to continue in their job.

11. Interview:
This interview was conducted by two of the Team Members Darshan and Aasim. It was

conducted on 12th of December 2016. We contacted the reception first and told them about our

requirement and asked them if we could meet the Manager in Charge for the Day. We were

asked to be seated and to be seated and while we were waiting we were offered water and

beverages. Their attitude was very welcoming.

We were later directed to the Chamber of Mr.S .Jitendra General Manager in charge of

Marketing. One of the Waiters directed us to him chamber. He chamber was located at the end of

the one of the floors which also had Rooms for the guests on the same floor. However his room

was near the stairways and was separted by a door. Once we entered in this area , we saw it was

not that tidy as part which the guests had access.

We entered his room and he welcomed us by getting up from his chair. We were asked to be

seated. We found his chamber to be a bit shabby with papers lying in a disorganized fashion on

his table. Also many visiting cards were lying on his desk.

We explained him our requirement and he was happy to share whatever information he is able to

share with us. We first asked him about how the organization started and how has been its

journey. We came to know that it earlier started as a franchisee and later on started working

independently.

We later enquired about the various departments in the hotel and who are in charge of those

departments. We came to know that Marketing department is Headed by him and he is the only

person working in his department. There is another General Manager who is looking after all the

functions of the Hotel and under him there are managers and supervisory heads handling various

departments and functions. He happens to be the powerful person in the organization. However
above him is the Owner Mr.RamMehrotra. Mr. Ram Mehrotra is is from Kashipur and he also

has other business like SRS cinemas, Constructions Business. Mr. Mehrotra also is involved in

politics.

Later on we came to know that HR department is headed by a manager Mr. Piyush and happened

to be not present that day. We further enquired about other departments and tried to understand

the structure of the organization. Later on we enquired about the decision making process , how

contingency is handled, what is the size of the organization, what are the various process in the

organization, what is the level of interference by the owner in the organization, what is the

culture of the organization. We also tried to under the various aspects of the recruitment process

and what role the HR manager plays in the organization.

In most of his answers there was inclination towards marketing.i.e most of his answers ended

with some examples of Marketing. During the course of interview the Manager asked the

reception to send us water and a coffee.

Finally toward the end of the interview the Manager highlighted the level of engagement he has

with our college by showing us the list of contacts of faculty members he has having and that he

has a good rapport with them. Then asked us to share our contact and invited us for the party on

New Year’s Eve.

Finally we thanked and asked for a picture with his to which he readily agreed and and asked for

his permission to interview a few of the employees. He later on spoke with the waiter ,Mr. Suraj

who had directed to us to the General Managers room and enquired about his level of satisfaction

of working with the organization and who were his previous employers . We also spoke with the

some of the Housekeeping staff and also the Receptionist our first point of contact.
Visit Interview Date: 12/12/2016

12. Employee Experience:

General Manager (Mr. S .Jitendra): Mr. Jitendra is on his second stint with the organization. He

had quit the organization 2 and half years back and was later on again recalled back to the

organization. Mr. Jitendra has worked at various places and in different roles. He has also opened

up his own business. He had worked as sales Manager in TVS in Chennai, had his own travel

Agency. We also came to Know that Mr. Jitendra is from Andhra Pradesh but has a lot of

experience working in north india. But however he is happy with his work and has no regrets

about being far from his home town.

Waiter (Mr. Suraj): Mr. Suraj has joined the organization 3 months back and is happy working

for the organization as the pay happens to be decent and also highlighted the fact that he gets

tipped well when big customers come in and during major parties. He earlier worked as a waiter

in a resort in Nainital and decided to come back to Kashipur as he is basically from this place.

Receptionist (Mr. Anand): Mr. Anand has been with the organization for over a year now. Mr.

Anand was also happy working with the organization. He was not comfortable answering the

questions related to satisfaction level and previous employers. He was also busy attending to

others works.
13. Inferences:
Based on our interaction with the GM , receptionist and other staff some of the infereneces we

were able to draw are that the working conditions especially the chamber and rooms were the

people actually work are not the hygienic and are a secluded . Most of the space is allotted for

the guests area and in the remainder the staff are accommodated.

General manager seems to be disorganized in his work and though he proclaims of adopting

technology and at all levels he seems to be uncomfortable in using it as he had entered most of

the data on his dairy . This shows that there is no technology related training given to the

staff.Mr. Jitendra has been recalled to his post after quiting and that has made him feel being

important to the organization and is one reason for him being happy and satisfied with his Job.

The waiter Mr. Suraj on the other hand is a new recruit and he is happy as he feels that his pay is

good and the fact the he staying close to his home. The receptionist on the Other hand seems to

be a bit unhappy with the organization as we have learned that the promotions policy is not

followed and also the fact that the salary is general not hiked periodically.

With regard to the organization structure we feel it is a mixture of functional and divisional

approach and falls in the zone of Hybrid structure. Also the fact that it is more of a centralized

structure with the GM assuming a primary role. The HR manger is related to that is basic

functions such as preparing of pay rolls and other matters related to recruitment. Owner gets

involved in the running of the organization. This that people who are specialized and

experienced at handling activities have their role curtailed because of the involvement shown by

the Owner.

The lower levels employees are given only orders and are asked to adhere to the same there is no

system of gathering the feedback from them with regard to improving the process. The lower
level employees are asked to strictly adhere to the culture of being nice with the customers and

are controlled through the use of coercive powers. This we were able to gauge with the attitude

shown by the higher level staff to the lower level staff.

14. Recommendations and Conclusions:

The recommendations we wish to give are as follows firstly, the work environment must be

improved for better workforce satisfaction. Workplace should be more conducive as people

spend most of their time at workplace only. Next there must be a promotion policy in place as it

will encourage all employees to work towards collective goal of organisation.

Next, there must be a proper feedback mechanism so that the flow of information ust be

complete a cycle. Decision making must be decentralized so that each and every employee is

motivated and get an opportunity to be a part of decision making. The HR should be allowed to

play a greater role in the organization and he should be in charge of coming up process which

will not hamper the present dynamics in the organization but at the same time they will bring in

the necessary change.

The owner should act as a guiding force and must not meddle with day to day working of the

organization, day to day to working of organization must be left to employees themselves.

A floor Manager must be appointed to play the role of integrator, who should work as a link

between different departments. Employees should be made more tech-friendly so that they can

adapt to changing environment.