LIST OF ABBREVIATIONS HRM : Human Resource Management FHRAI : Federation of Hotel and Restaurant Association of India PHA : Pune Hoteliers Association GSTS : Guest Satisfaction Tracking System GSI : Guest Satisfaction Index KPI AND KPA : Key performance Indicators and Key performance Area L&D: Learning and Development CTDT : Certified Taj Departmental Trainer CBTM : Competency Based Training Matrix FO : Front Office HK : House Keeping F&B : Foods and Beverages FP : Food Production CET: Cross Exposure Training IET: Industrial Exposure Training HACCP : Hazard Analysis Critical Control Point HOD : Head of Department GM : General Manager ISO : International Organisation for Standardisation SOP: Standard operating procedure TNI: Training Need Identification ROI: Return on Investment HRACC: Hotel and Restaurant Approval and Classification Committee FSMS: Food Safety Management Systems Ph. D Thesis Suruchi Pandey submittd to TMV