Club Mahindra Case Study

6. Discussion and Findings:

6.1 About Club Mahindra:

Mahindra Holidays & Resorts India Ltd. (MHRIL) is a part of Mahindra Group and was founded in 1996. They offer holidays on a timeshare basis. It consists of the brands Club Mahindra Holidays, Club Mahindra Fundays and Zest. In 1996, Club Mahindra initially started with a single resort in Munnar. But now in present time the company operates around 46 resorts in India and abroad. According to Wikipedia, (2015), “In 2013, it was reported that the company is working towards acquiring and building additional resorts all over the world.”

Club Mahindra is a part of leisure and hospitality sector of the Mahindra group. Club Mahindra gives to the industry values such as customer satisfaction, trust

According to Khullar, (2015) “service has the potential to create the magic which the guests wishes to see.” And for this the employees should have proper service attitude. From the recruiting process to the selection process the HR department of club Mahindra mainly focuses on the service attitude of the people. Skills and qualifications are a secondary thing to them. The passion to serve the guests is what Club Mahindra looks in their employees.

Training and development: Club Mahindra gives special emphasis on the training and development of the employees. Club Mahindra is one of the only hospitality groups who will go beyond just hospitality to entertain their guests. Club Mahindra has many activities and evening entertainment programs in the club such as dance class, craft competition, DJ night, etc. to keep their guests entertained and for this the employees are specially trained. The employees are internally trained through a program initiated by club Mahindra called ‘fun-rovers’. For that every year young boys and girls are recruited and trained for holiday activities and entertainment for example, chorography, singing, dancing, organizing events etc. and are posted to all the club Mahindra resorts all over

This practice of the human resource department helps them recognize the employees who are dedicated and loyal to the company’s growth and who live the values of the club. The reward policy helps the employees to stay motivated to provide a good service to the guest. Fundays is a concept developed by the club to reward an employee for the good work performance. After getting certain points, the employee is awarded a holiday with his family in any of the club Mahindra resorts around India.

Employee benefits: Club Mahindra hosts an entertainment program once a week in most of their resorts called ‘champs show’ where the staff shows their unique talents like singing, joke telling, etc. to the guests. This program was initiated so that the staff feels truly engaged that they can work as well as showcase their talents. This gives the employees the recognition needed to be motivated to work better.

6.3 About Club