SUMMER INTERNSHIP PR OJECT

REPORT
(13TH JUNE 2018 – 28TH JULY 2018)

On Training Undertaken at

“MAHINDRA HOLIDAYS AND RESORTS INDIA LTD”

Project Title:
RECRUITMENT & SELECTION

Submitted in partial fulfillment for the award of degree of

Master of Business Administration

FMS- The IIS University

Submitted By:- Submitted To:-

Diksha Sahu
Roll No.-24826 Dr. Kavaldeep Dixit

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 ACKNOWLEDGEMENT

I would like to take this opportunity to express my gratitude towards all those who have , in various ways ,
helped me in the completion of this project.

I express my sincere gratitude to Dr. Manju Nair principal, International school of informatics &
management, Jaipur for providing me an opportunity to undergo summer training. And also for those who
have guided and inspired me in completing this study.

I also express my sincere thanks to my project guide, for guiding me right from the inception till the
successful completion of the project. I would thank the entire Management Team of Mahindra Holidays
and Resorts India Ltd, Jaipur for giving me this wonderful opportunity to work on a one month Internship
in their esteemed organization.

I sincerely acknowledge him for extending her valuable support for literature, critical review of project
and the report and the above all, the moral support he provided me with throughout all state of report
preparation.

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 DECLARATION
I, DIKSHA SAHU hereby declare that the internship report entitled “HUMAN

RESOURCE MANAGEMENT OF MAHINDRA HOLIDAYS

AND RESORTS INDIA LTD” has been prepared by me and submitted to
IISUniversity Jaipur, is a record of original work done by me under the supervision of

I also declare that this internship report has not been submitted by me fully
or partially for the award of any degree, Diploma, title or recognition.

DATE: 25/07/2019 DIKSHA SAHU

FMS/IIS/2018/24826

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 CONTENT

CHAPTER TOPIC PAGENO.

NUMBER
1 INTRODUCTION

3 INDUSTRY PROFILE

4 COMPANY PROFILE

5 SWOTANALYSIS

6 LEARNING EXPERIENCE

7 FINDINGS ,SUGGESTIONS & CONCLUSION

8 BIBLIOGRAPHY

6
7
 Company Scenario
Mahindra Holidays & Resorts India Ltd. (MHRIL), a part of Leisure and
Hospitality sector of the Mahindra Group, offers quality family holidays
primarily through vacation ownership memberships and brings to the
industry values such as reliability, trust and customer satisfaction.
Started in 1996, the company's flagship brand ‘Club Mahindra
Holidays’, today has a fast-growing customer base of over 240,000
members and 50+ resorts at some of the most exotic locations in India
and abroad.

An organization is a social arrangement which pursues collective goals,

which controls its own performance, and which has a boundary
separating it from its environment. Organization is the association
formed by a group of people who see that there are benefits available
from working together towards some common goal.

Organization studies are the study of individual and group dynamics in

an organizational setting. As well as the nature of organizations
themselves. Whenever people interact in organizations, many factors
come in to play, organizational studies attempt to understand and model
these factors.

Organizational study is essential to any MBA graduate as it helps them

to connect theory with practice

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Over the last decade, MHRIL has established itself as a market leader in
the family holiday business. The company has followed a two-pronged
strategy- rapidly increasing its bouquet of resorts to provide more
variety in holidaying options and enhancing its service levels to its
members to provide delight at every point of interaction.
All MHRIL resorts are totally geared to cater to a variety of holiday
needs and experiences in all areas of operation, from housekeeping to
food & beverage to holiday activities. Creating and managing the
holiday experience is a core strength

BOARD OF DIRECTOR

MR. ARUN KUMAR NANDA (chairman)

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OBJECTIVES OF THE STUDY:
The study was conducted with certain objectives. Those are:
To study origin, mission vision, and status of the organization.
To study the functional departments at the organization
To provide some valuable suggestions to improve the efficiency in the
organization

Limitation of the study

Time limit were a major constraint

As per the company rules many information were not disclosed
As the managers were busy in their daily schedules were not possible
for us to spend more time in interacting with me.

METHODOLOGY
Both Primary and Secondary data were used for the study. Primary data
was collected through:

Primary data
1. Direct interview of 2 managers from finance Manager and HR
Manager
2. Interaction with supervisors and employees.
3. Data obtained from personal observation.

Secondary data
1. Magazines
2. Journals
3. Brochure

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Industry Profile
The hospitality industry consists of broad category of field within the
service industry that includes lodging, restaurant, event planning, theme
parks, transportation, cruise line, and additional fields within the tourism
industry. The hospitality of leisure time and disposable income. A
hospitality unit such as a facility maintenance, direct operation (servers,
housekeepers, porters, kitchen workers, bartenders, etc.) management,
marketing, and human resource.
The hospitality industry cover wide range of organizations offering food
service and accommodation .The hospitality industry is divided into
sectors according to the skills –set required for the work involved.
Sectors include accommodation, food and beverage, meeting and event,
gaming, entertainment and recreation, tourism services, gamming,
entertainment and recreation, tourism service, and visitor’s information.
The Mahindra group is a significant growth cover globally in terms of
market operation and sourcing. The US$4.5 billion Mahindra groups
among the top 10 industrial house in India. Mahindra and Mahindra is
only Indian company among the top four manufacturing in the world and
the market leader multi- utility vehicles in India.
The birth of Mahindra company Mahindra brother J.C and K.C
Mahindra together, with Gullah Mohammed conceived idea of secular
company consequently .On 2nd October 1945 Mahindra and
Mohammed was incorporated. K.C. Mahindra met Barney Ross
beginning the relationship between jeep and Mahindra. In1948 Mahindra
and Mahindra came in to existence.

INDIAN HOSPITALITY INDUSTRY

The Indian hospitality industry has emerged as one of the key industries
driving growth of the services sector in India. It has evolved into an
industry that is sensitive to the needs and desires of people. The fortunes
of the hospitality industry have always been linked to the prospects of
the tourism industry and tourism is the foremost demand driver of the

11
industry. The Indian hospitality industry has recorded healthy growth
fuelled by robust inflow of foreign tourists as well as increased tourist
movement within the country and it has become one of the leading
players in the global industry. Foreign tourist arrivals (FTAs)
Into the country increased steadily from 2005 to 20010. FTAs dipped in
2009, due to the global economic slowdown; however, the impact on the
Indian industry was much lower than that on the global counterparts.
FTAs are expected to increase in 2011. On the other hand, domestic
tourist movement within the country was the highest in 20014.

Economic growth
India is one of the fastest growing economies in the world. It recorded
healthy growth in the past few years, at more than 9% each during
FY06-
FY08. Despite the global economic slowdown, the Indian economy
clocked growth of 6.7% and 7.4% in FY09 and FY10respectively.
Attractiveness of India has encouraged foreign players to set up their
operational facilities in the country. Domestic industries have also made
heavy investments to expand their facilities through Greenfield and
Brownfield projects

Measures undertaken by the government

Various policy measures undertaken by the Ministry of Tourism
and tax incentives have also aided growth of the hospitality
industry; some of them include:

Allowance of 100% FDI in the hotel industry (including

construction of hotels, resorts, and recreational facilities) through
the automatic route
Introduction of ‘Medical Visa’ for tourists coming into the
country for medical treatment
Issuance of visa-on-arrival for tourists from select countries,
which include Japan, New Zealand, and Finland

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 Promotion of rural tourism by the Ministry of Tourism in
collaboration with the United Nations Development Programmers
Elimination of customs duty for import of raw materials,
equipment,
Liquor etc
Capital subsidy programmers for budget hotels
Exemption of Fringe Benefit Tax on crèches, employee sports,
and guest house facilities
Five-year income tax holidays for 2-4 star hotels established in
specified
Districts having UNESCO-declared 'World Heritage Sites'.

THE MAHINDRA GROUP BRANCHES OUT INTO SIX

SECTORS:

(a) Automotive sector

(b) Farm equipment sector
(c) Automotive component sector
(d) Trade and finance sector
(e) Infrastructure development sector
(f) Information technology sector

(a) Automotive sector

Automotive division
AutomartIndia ltd

(b) Farm equipment sector

The farm equipment is the first tractor
Company in the world to win the denning application

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(c) Automotive component sector
Siro plast ltd
Mahindra sona ltd
MUSCO
Mahindra engineering & chemical products ltd

(d) Trade and financial sector

Kotak Mahindra
Mahindra inter trade ltd
Mahindra steel &Service centre ltd
Mahindra &Mahindra financial service ltd

(e) Infrastructure development sector

Mahindra gesco development ltd
Mahindra acres consulting engineering ltd
Mahindra holiday resort India ltd
Mahindra industry industrial park ltd
Mahindra Ashtech ltd

(f) Information technology sector

Mahindra British telecom ltd
Mahindra logissoft business solution pvt ltd
Mahindra engineering service group
Mahindra special service group THE CORE TEAM
Corporate team
Sales team
Resort operation

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COMPANY PROFILE:

Corporate ID – club Mahindra corporate

Name –Mahindra holiday and resort ltd
Founded – 1996
Type – public
Key people – Ramesh Raman than CEO, Mr. Anand
Mahindra.
No of room -178
No of workers-253
Web site-www.club Mahindra .com

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 Managerial organization structure

MANAGING
DIRECTOR

Head-strategyandnewproduct Headmemberrelationdepartment
development

Chiefinformationoffic Head marketing

er

Chiefhumanresourceoffic headzest
er

Chief sales Headfinanceandcommercial

officer

Divisional Head
manager project

Head-travel related Head operation

service

Divisional manager internal manager

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 SWOT ANALYSIS
Strengths
1. Customer base of over 183000members
2. 46 resorts in various location
3. Brand presenceis quite high due to excellent advertising
4. New under explored and lesser known locations
5. High brand recall
6. Homely ambience and arrangements adds to its warmth

as a hospitality company
Weaknesses
1. Company policies regarding booking of rooms does not
always go well with customers (need to book 6 months
prior)
2. Constant political disturbances within the country
3. Quality of services and infrastructure is not constant throughout the
brand

Opportunities
1. Incredible India campaign has had a positive influence
on influx of foreigners traveling to India. Club Mahindra
should have programs for foreigners.
2. With reducing spending capacities , domestic travel is increasing
india

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Threats
1. International hospitality giant are entering all market
and catering to segments in this sector
2. Economic down turn might have an effect on
equity capital of the company

Working of HR:
A good human resource employee develops and manages their
company’s culture. They recruit new hires, maintain benefits and
payrolls, mediate conflict and engage in training and development.
Human resources managers plan, diret and administrative functions of
an organization.
They oversee specialists in their duties; consult with executives on
strategic planning.

TASKS OF AN HR :
 Consult with employers to identify needs and preferred
qualifications.
 Interview applicants about their experience, education and skills.
 Contact references and perform background checks.
 Inform applicants about job details such as benefits and conditions.
 Hire or refer qualified candidates.
 Conduct new employee orientations.
 Direct disciplinary procedures.
 Coordinate and supervise the work of specialists and staff.

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  Resolve issues between management and employees.
 Training and development.
 Compensation and benefits
 Legal compliance
 Health and safety

ALL THESE ARE THE THINGS THAT I HAVE LEARNT

FROM MY INTERNSHP:

So first of all I started observing all the telesales of each department.

OPC: Out Post Consultant includes

OPC WORKERS-SUPERVISORS-ASSISTANT MANAGER-HEAD
MANAGER
The work of opc’s is to provide information and data in market. They
provide information and data to the telesales for sales through vouchers.
Includes attendance list of opc, both opc and telesales.
 Dispatch register: all the important details.
 Letter receipt register, attendance register details including name,
date of birth, date of joining, designation.
ACTIVE and INACTIVE
 EMPLOYEE TIMING LIST: maintain records of time of coming
which includes employees are present or they are on call, tour,
venue etc.
 FORM: regarding things like mentioning person’s name.
 KIT: includes personal details, bank ac. No., aadhar card etc.

MEM (Member experience management)

EXECUTIVES-MANAGER-ZONAL HEAD-CORPORATE
MANAGER

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SALES:
SALES EXECUTIVE-SENIOR SALES EXECUTIVE-DIRECT
SALES MANAGER-TEAM MANAGER-BUSINESS UNIT HEAD

 CALL LIST: All day call list

 WALKING LIST: resume, new candidate interview including

name, which post, mail id, medium/channel, phone no., rejected,
callback, selected or on hold.

TEAM LEASE: off roles (employee id, employee name, date of birth,
acknowledgement id, resignation sign)

 ALL ADDRESS: including courier addresses.

 MEDICINE LIST: all things for medical purpose or use.

CCM (Collection and Credit Management)

EXECUTIVE-FIELD EXECUTIVE-ASSISTANT MANAGER-
BRANCH MANAGER

BLISS (NAME OF A PRODUCT OF MAHINDRA)..Above 50 year

member sell their membership.

TELESALES:
SALES EXECUTIVE-SENIOR SALES EXECUTIVE-DIRECT
SALES MANAGERS-TEAM MANAGER-BUSINESS UNIT HEAD-
BRANCH HEAD (main)

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TELEMARKETING:
TME (tele marketing executive)-TM LEADER-TELE MARKETING
MANAGER (senior executive)-BMM (business marketing manager)

WELCOME FAMILY LETTER: it is basically made on letter head

for entering into the Mahindra family given to all the present employees.

RECRUITMENT OF HR:
 Identify needs and develop position description.
 Recruitment planning
 Sourcing and advertising
 Access and interview candidates
 Controlling for sources
 Internal and external sources
 Screening and short listing

Mission
Good Living. Happy Families.
To enrich and enliven people’s lives by making family holidays a part of
their lifestyle.

Vision
We will be among the Top 5 VO companies of the world in terms of
member base by FY 2021
To become a dominant player in the life time holidays business in
Southeast Asia and eventually the world.

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Revenues
47%--156.73
EBIDTA: 44.58—63%
PAT—20.84—126%

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INTERVIEW ASSESSMENT SHEET:

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24
 Corporate Social Responsibility
Corporate Social Responsibility has always been an integral part of the
Mahindra Group's vision and the cornerstone of our Core Value of Good
Corporate Citizenship. - Keshub Mahindra, ex-chairman.
Over the years, Mahindra Group’s efforts in education, health, and
environment have transformed the lives of thousands of people all over
the world. 310,000 girls educated, 99,000 people treated, 15 million
trees planted, 25,000+ youths skilled, 65,000+ students trained, 5,000+
toilets built, and much more.

Social initiates
Initiatives by Club Mahindra
(Providing Relief) MHRIL Chennai - On 7th of January 2016, MHRIL
Chennai team visited four villages affected by floods to distribute the
relief material. Food packets consisting basic pulses, spices and milk
powder were handed over to the families. Besides, school bags and
stationery were provided to school children.

(Street Smart) MHRIL, Udaipur – On 11thJanuary 2016, the ESOP

Team conducted a Road Safety Drive with the staff. It is important that
before we start educating the community we educate our own staff and
empower them to take on the mantle of training others. The team
conducted quizzes and wrote slogans for safe driving.

(Swachh Bharat) MHRIL, Binsar – On 13th January 2016, the

Esopians at Binsar conducted a cleaning drive. All the litter strewn by
tourists and guests was collected and handed over to the concerned
authorities for disposal. The team will also plant trees to curb landslides
and soil erosion.

(Street Smart) MHRIL, Coorg – The Coorg Esopians conducted the

Road Safety Drive for three days. Different initiatives were conducted to
mark the day on 7th, 13th and 16th January 2016 for KSRTC employees

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at the KSRTC Depot in association with the Rotary Misty Hills, Traffic
Police Department and KSRTC Department. More than 80 drivers
availed the facility of free eye checkup. 54 ESOP Volunteers along with
40 community members participated in the Rally of four wheelers and
two wheelers carrying placards to spread the message of safe driving to
the community. The team also spends time with school children. A
competition was held under the theme of the Road Safety “Time for
Action” Environment and Safety competition.

(Street Smart) MHRIL, Kandahar - 23 Esopians joined hands with

the traffic police on 21st Jan 2016 to conduct a Road Safety Drive. The
team distributed pamphlets with safety drive measures and traffic rules
to disseminate information to the public to make our roads safe.

(Samantar) MHRIL, Ooty- On 26th January 2016, the ESOPs Team at

Derby Ooty spent the day with the senior citizens at Little Sisters of the
Poor, an international congregation of Roman Catholic women religious
founded in 1839 by Saint Jeanne.

(Street Smart) MHRIL, Tungi – On 22nd January 2016, in liaison with

INS Tungi team conducted a Road safety session for employees and
guests at the Resort. Some of the villagers from the nearby Tungi too
participated to share information with youth in the village.

(Gram Vikas) MHRIL, Coorg – On 6th February 2016, Esopians at

Coorg liaison with Kodagu Trust to support the Bee-Keepers of Surlabi
Village. 60 villagers were provided with pots to initiate the Bee-Keeping
enterprise to produce wild honey.
The natives of Surlabi village primarily depend on honey, spices and
vegetables grown on their land. Kala is a unique variety of honey
harvested in mud pots and found only in this village. The objective of
providing more pots to the villagers was to help them to increase the
produce of honey and thereby improve the economy.

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(Health Awareness) MHRIL, Naukuchiatal – On 4th February 2016,
the ESOP Team at Naukuchiatal conducted a cancer awareness
campaign for the employees and the community in the vicinity of the
resort to create awareness amongst the people and educate them about
prevention of this disease.

(Swachh Bharat) MHRIL, Pondicherry - On 22nd February 2016, 33

Esopians got together to clean up the beach. The team regularly
conducts cleanliness drives in this area and educates the tourists too to
keep the environment clean.

(Gyandeep) MHRIL, Kandahar – On 23rd February 2016, the project

of renovating the government school got completed. Government
Middle School Schidra village is in close proximity of Club Mahindra,
Kandahar. The school imparts education to the children of 4 villages in
the vicinity. There are 30 children in the school and 20 in the anganwadi.
The renovation project involved fencing the school’s entrance area for
children’s safety. School corridor was repaired and tiles were put.

(Swachh Bharat) MHRIL, Mahableshwar – From 20th January 2016

to 29th February 2016, Club Mahindra Mahableshwar conducted a
Swachh Bharat Abhiyan initiative in the rural villages in the vicinity of
the resort.

As Mahableshwar Taluka has been declared as eco sensitive zone, we

need to keep intact the integrity of the environment.
The team joined hands with municipal council Mahableshwar to
distribute 600 dustbins in the community and disseminate information
on segregation of waste to the public.

(Hunar) MHRIL, Kumarakom – On 22nd February 2016, ESOP team

at Kumarakom invited the facilitator from Agriculture University to
conduct training for the rural women from the community in the vicinity
of the resort.

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 This was to ensure the capital savings of female members through
income generation from the sale of mushroom and vegetables to resorts
and other markets. Another aim was to enhance organic vegetable
cultivation and reduce the use of chemicals and poisonous pest
controlling measures. Thus reduce diseases and promote organic
farming.

(Swachh Bharat) MHRIL, Binsar- On 24th February 2016, Binsar

ESOP team got together and collected all the plastic litter strewn on the
road in the vicinity of both our resorts. The team has been continuously
contributing and participating in the cleaning drives to make efforts to
keep the environment clean.

(Hunar) MHRIL, Corbett - Skills development is particularly

important to rural women who are more likely to be contributing family
workers, subsistence farmers or home-based micro entrepreneurs in the
informal sector, or performing low-paid, unskilled work as seasonal
workers.

MHRIL supported Harad Bathrad Swayam Sahayata Samooha by

giving microfinance in FY 13-14 to start goat farming. In the second
phase we are supporting their tailoring unit to equip women to learn the
skill. 12 women from village Ringora will be participating in this
project. The cheque was handed over by Cluster Head Prarit Agawam on
2nd February 2016.

(Gram Vikas) MHRIL, Kumbhalgarh- Poultry Farming Project for

Pahadinath Self-help Group visualizes to facilitate the Harijan women
from below poverty line strata to strengthen their income generating
means. This would also help the women to harvest eggs to sell, plus will

28
increase nutrition value of the meal amongst women and children. The
project was proposed in the month of December, in liaison with Kantilla
Sans than. It came to fruition on 28th March 2016.

(Hunar) MHRIL, Cheri – On 2nd February 2016, the ESOP Team

Launched Jute bag making initiative with a tailoring unit set up for the
women engaged with Kudumbashree to self-sustain them. After
providing adequate training they will be able to make jute bags for our
resort and other hotels and in supermarkets nearby to add to their income
and develop this initiative into a small scale business.

(Haryali) MHRIL, Baiguney - Club Mahindra Baiguney, observed

World Forestry Day on 26th March 2016. The team planted 500 plants
in the Piplay Secondary School premises and vicinity. Information and
awareness about the global warming and its causes was also provided.
More than 100 students, teachers and ESOP volunteers participated in
this programmes

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Significant Awards and Accolades won
•Mahindra Holidays won the ET NOW Rise with India – CSR
Leadership Award for ‘Regulation of Corporate and Environmental
Behavior 2017 – 2018.
•MHRIL has been recognized by 8th CII National HR Excellence Award
2017 – “Significant Achievement in HR Excellence” with Additional
“Special Recognition for Learning & Development”
•MHRIL is among the “Best 50 companies according to People Capital
Index 2017” recognized by Bombay & British Standard Institute
•MHRIL awarded the Health Brand of the Year – Food Category award
at the Indian Health and Wellness Summit & Awards 2017
•Awarded the Good Corporate Citizen Award from the Bombay
Chambers of Commerce & Industry in Social Development category
•Bestowed with the prestigious Golden Peacock Award for
Sustainability 2017
•Wins the prestigious TISS Leap Vault CLO Awards, 2017
•Club Mahindra awarded the Porter Prize for Creating Distinctive Value
•Mahindra Holidays secures a place amongst top 100 Best Places to
Work for in India, by the Great Place to Work® Institute
•The RCI President’s Club Award recognizes Club Mahindra as an
organization that transformed the vacation ownership experience in 2014
•The highest honor a hotel can receive from the Trip Advisor
community is the Traveler’s Choice award and in 2016 the Club
Mahindra Medicare, Coorg and Club Mahindra Munnar were awarded
as the best hotel for families in India
• Club Mahindra Meeker, Coorg was awarded as the best hotel for
families in Asia
• Club Mahindra was voted the Product of the Year 2012 in the
Hospitality/ Holidays segment in a consumer survey of product
innovation
• Club Mahindra was presented the 'CSI 2011 Awards for Excellence in
IT' for the Travel and Hospitality Sector by Computer Society of India
(CSI)

30
• Club Mahindra Munnar and Club Mahindra Varca Goa have received
the Ten Year Award for consistent recognition as a RCI Gold Crown
Resort from 2000 to 2009
• Club Mahindra’s Member Relation Center set a global benchmark by
making us the world’s first Vacation Ownership Company to COPC
certified in 2011
• Club Mahindra has been selected as a ‘Super Brand’ for the year 2014-
15
• MHRIL (Club Mahindra) has been listed amongst Mumbai’s Hot 50
Brands by Paul Writer & Hindustan Times
• MHRIL was recognized by CIO Review magazine as ‘Company of the
Year – Hospitality’ CR Companies of the Year 2014
• The Brand Trust Reports India Study 2013 ranked Club Mahindra
India’s most trusted vacation ownership brand in a study covering 19000
brands across 16 cities
• Mahindra Holidays and Resorts India Ltd. was the world’s first
Vacation Ownership Company to be ISO27001 certified in 2011

31