A1 Operations Initiative - Hospitality ON

A1 Operations Initiative

Best Initiative in Talent Management

Presentation by Dishantt Naair

The need for a new initiative

A1 OPERATIONS INITIATIVE

REIMAGINE

Workforce Challenges

▪ War for talent – sourcing &retention.

▪ Rising Payroll costs impactingprofitability

▪ Dynamic businessenvironment resulting in needfor flexibility & agility.

▪ Guest expectation of non-obtrusive service byempowered associates.

▪ Bench-strength for futuregrowth

Presentation by Dishantt Naair

Initiative brief

Initiative Name

A1 Operations Initiative

Initiative Description

Industry leading initiative to re-imagine the traditional ways of working through multi-skilling and flexible deployment

Launch Date

August 2018

Presentation by Dishantt Naair

Initiative brief

Dimension of Operation

National. Will be launched in Dubai in Feb 2022

Target Audience

Internal & External

Presentation by Dishantt Naair

Objective

▪ Efficiency – enhance productivity

▪ Agility – create a flexible workforce

▪ Capability – building bench strength for future expansions

Impact

▪ Payroll cost optimization

▪ Empowered associates

▪ Optimal staffing during high transaction periods

▪ Available supervisory talent

▪ Enhances customer service experience – creating a WOW

Presentation by Dishantt Naair

Selection criterion

Profile

▪ Pleasing personality▪ Max. 27 years in age▪ Hotel management graduate▪ Ability to relocate

Behavioural competencies

▪ Interpersonal effectiveness▪ Result orientation▪ Service orientation

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Selection process

INTERNAL EXTERNAL

AWARENESS• Concept Shared with ManCom & HOD teams• Communication via Television & Notice Boards• Awareness sessions by L&D and HR in departmental

briefings

SCREENING• Interested associates to apply through HR• HR and L&D to shortlist candidates that meet the

criteria

SELECTION• Shortlisted candidates are interviewed by GM, HR,

L&D and HOD

IDENTIFY POTENTIAL CANDIDATES• Campus Recruitment• Job Portals • Employee References

AWARENESS & SCREENING• Concept Shared with ManCom & HOD teams• Sharing concept of A1 Operations with Interested

candidates• HR to screen applications of interested applicants

SELECTION• Shortlisted candidates are interviewed by GM, HR,

L&D and HOD• Offer letters shared and on-boarding procedure

initiated

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Capability building schedule

ORIENTATION• Induction (4 days)• Theory session (7 days) – FO/HK/F&B• 30 Key Skills Training – Check-in, Service,

HK Room Cleaning, etc• Evaluation Test to check the understanding

(conducted by L&D/ HR)

ON THE JOBDual Department shifts assigned

Development inputs provided:- Review by Regional Team- Online Programs - develop supervisory

skills- Small action learning assignments –

Improving departmental processes & NPS

DEPARTMENTAL ORIENTATION• Cross Exposure – Orientation to Key

Departments (60 Days) – FO/HK/F&B• Key Skill Certification ( Conducted by HOD

/L&D)

SUPERVISORY PHASEAssociates whose performance well, to be considered & groomed to move as A1 Supervisors

Presentation by Dishantt Naair

Initiative implementation

14 HOTELS

150 ASSOCIATES

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Customer speak

HotelNPS

18-19NPS

19-20

Taj Bangalore 74.53 73.31

Taj Bekal Resort & Spa, Kerala 70.67 69.13

Taj Green Cove Resorts & Spa, Kovalam 66.18 67.21

Taj Krishna, Hyderabad 36.29 55.29

Taj Madikeri Resort and Spa, Coorg 77.77 78.17

Taj Resort & Convention Centre, Goa (New Hotel)

NA NA

Taj Tirupati NA 57.14

Taj Wellington Mews, Chennai NA NA

Taj Yeshwantpur, Bengaluru 67.08 67.26

Vivanta Bengaluru, Whitefield 60.81 64.12

Vivanta by Taj - Begumpet, Hyderabad 42.11 50.76

Vivanta Goa, Miramar NA NA

Vivanta Panaji Goa 71.98 75.21

Vivanta Thiruvananthapuram (New Hotel) NA NA

Presentation by Dishantt Naair

Financial Impact

EBITDA % of these hotels – Most of the hotels showed a % increase in EBITDA over the Previous Year.

UnitEBITDA

%EBITDA

% Margin Lift18-19 19-20

Taj Bangalore 36% 39% 3%Taj Bekal Resort & Spa, Kerala 18% 21% 2%Taj Green Cove Resorts & Spa, Kovalam 23% 28% 5%Taj Krishna, Hyderabad 14% 22% 7%Taj Madikeri Resort and Spa, Coorg 26% 31% 5%Taj Resort & Convention Centre, Goa

NA -80%

New Hotel

Taj Tirupati NA 16% New HotelTaj Wellington Mews, Chennai NA NA New Hotel Taj Yeshwantpur, Bengaluru 20% 28% 8%Vivanta Bengaluru, Whitefield 25% 18% -7%Vivanta by Taj - Begumpet, Hyderabad 22% 27% 5%Vivanta Goa, Miramar NA NA New Hotel Vivanta Panaji Goa 30% 29% -1%Vivanta Thiruvananthapuram NA NA New Hotel

Overall Manning reduced by 25% over the previous year

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Communication – External

Identified as one of the key initiatives in enabling

the strategy of Spend Optimization

Quarter 4 FY 2020-21 IHCL Investors Meet

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Presentation by Dishantt Naair

Future strategy

By March 2022

Implementation of the A1 Initiative at a total of 20 HotelsIncluding Taj Exotica Resort and Spa Dubai.