Pearl Continental

Pearl Continental

PRESENTED TO: Habib Khan

PRESENTED BY:

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Pearl Continental

ACKNOWLEDGEMENT Teachers have always been of great inspiration for our group. They helped us to understand this topic and guided us to complete in a better way. They provided us all possible assistance in order to tackle the hurdles. The

co-operation

of

staff

of

I.A.S.

and

PEARL

CONTINENTAL was great. Without their co-operation we were unable to collect this much information. We are also thankful to our seniors Dilawer Mughal, Usman and others who helped us a lot in completion of this assignment.

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Pearl Continental

DEDICATION It is dedicated to those who killed their children only because of hunger and those who make the creation of Pakistan possible.

FOREWORD Through the courtesy of the Prof. Shela Shoaib we got the opportunity to a glance of this extensive topic Pearl Continental. It was very difficult to sum up the vast information we have tried our best to make this report comprehensive and apprehensive

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INTRODUCTION Lahore Pearl continental hotel is one of the best hotels in Lahore. 250+ rooms in their old Mall wing and 200 Rooms in the new Atrium wing. The hotel is equipped with all amenities of a 5 star hotel. PC is a 5 Star Deluxe hotel centrally located in the heart of Lahore. The Hotel is 5 minutes drive away from the central city and 25 minutes away from Allama Iqbal International Airport. Main attraction for visitors to Lahore are Lahore Fort, Mughlai Badshahi Mosque, Mughlai Shalimar Gardens, Polo Club, Gymkhana Golf Course, Alhamra Arts Council, Lahore Museum, Quaid-e-Azam Library and Race Course Park which are within 10 km radius of the Hotel. Strategically located in the heart of Lahore ,The hotel caters to the business and leisure needs of local and international Market. The Hashwani Group (owner of PC) is a well known business house of Pakistan with interests in commodities, hotels, and textiles industrial minerals and agricultural. It also represents several international companies in PakistanThe Hashwani Group’s commitment to excellence, attention to detailed and personalized services ensure a loyal guest list. The hotel facilitates the guests with state of the arte Health club, Business center with Internet access round the clock. Business floors about 70% higher rate offer Computer Hi speed internet 29 inch tv in the room. .

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HISTORY OF “PEARL CONTINENTAL” LAHORE As Every body is familiar with the name of Pearl Continental. It has a well-known and established position in the hotel industry. Presently Hashwani or Hashoo group owns it. This group has maintained and improved the position of Pearl Continental. Initially, Pearl Continental was started with a title PSL (Pakistan Service Limited). An organization named as Intercontinental, which was consisted of PPIA & International ‘s group at that time Hashoo Group had a major share in international Group and so they played an influential role for the betterment of Pakistan services Limited (PSL). Intercontinental management was given with this opportunity to operate this contract to manage the business of this hotel. Pakistan Service Limited had started its business with one nineteen eighty rooms, &two Restaurants at Lahore. During this period, Hashoo group performed effective jobs for the development of PSL. As we know that era of sixties to eighties considers being on era of development and progress. Investments were made on these projects and the competition and quality was improving day by day. Hashoo group contributed a lot in terms of time, experience and their performance in order to develop integrity of Pakistan Services Limited. With the passage of time, they raised their share in this hotel. When in 1985, this contract was expired; Hashoo group owned this hotel and renamed kit as Pearl Continental. At this time, this was entirely owned by local groups and no foreign organization was. Refurbishment was held of the property and effective steps were taken to further develop this hotel. So in 1988, the foundation stone was build for the extension of the building. This was a huge project 6 Pak-AIMS (Institute Of Management Science)

Pearl Continental

and required a lot of supervision management and finance for the completion of this project. Finally, with the help of management and construction team this project was completed in February 1997.Now it has two seven rooms which includes Deluxe rooms & Suites. Restaurants are named as, Marco Polo café, Taipan, Bukhara, Dumpukht, Nadia. Tea lounge and Pavilion Ice Café.

THE “NEW” PEARL CONTINENTAL HOTEL LAHORE If location is really the key to success, Pearl Continental Hotel Lahore offers national and international retailers just that. Shops are in different sizes and are centrally air conditioned with individual controls. Display windows and door consist of minimum four beveled glass panes with teak with mounting. Display windows have uniform halogen lighting. The installed gypsum board ceiling is provided with electrical power points and can be modified according to display and decorative needs. Electricity is being provided with separate meter. The hotel‘s prime generator plant provides 100% back up in case of power failure or load shedding. Preparation for Telephone connection is provided, however the lines are to be obtained by the tenant. Hotel is equipped with the latest technology in fire detection and alarm system. An experienced and full fledge security department is looking after the interest of all.A tea and coffee making facility is at the disposal of the tenants on the Lawn level. Separate washrooms for the staff are provided on the Lawn level of Arcade as well.

Lahore.

Cultural Center of

Whether one would like to stroll through the lush green Gardens and sit in the gentle shade of trees there or have its incentive morning work out there with colleague, from a leisure weekend, a board 7 Pak-AIMS (Institute Of Management Science)

Pearl Continental

meting, a major convention never has there been a more versatile venue as this new Pearl Continental Hotel Lahore. Seventy Boutiques in our Pavilion The Shopping Mall, crown finally this superb venue and make it a city within a city where all shopping needs are being taken care of in this stylish and lavish decorated “City Center”. This hustle and bustle has created a fine tuned atmosphere of sophistication and elegance, yet informal, only known in centers such as Paris, New York and London. Pavilion the Hotel’s Shopping Mall, consists of 70 shops in different sizes, and is located in the center of the hotel, adjacent to the Atrium Lobby and around the Hotel’s Conventions center. Both, the Boutiques and the Convention center are accessible by the Hotels Main Entrance as well as by the purpose built South Entrance adjacent to the parking there. Access is all in silky white granite flooring and black granite walls. Escalators provide access to the Foyer of the Convention Center and showcase Gallery’s balustrade there, is a glass creation mounted on a subtle combination of brush finished stainless steel and a touch of brass. The Mall corridors themselves are fully carpeted with teak wood paneling, finished with Lapis Lazuli inlay. The Mall stretches out over two levels like Pavilions, Greece looking column s and pillar, give the area of classic look. The mezzanine level has natural light provided by the glass roof of the corridors there. 20 showcases are placed around the Mezzanine Gallery of the Foyer, framed with white Italian marble columns and finished with Lapis Lazuli, complete this magnificent new creation.

Pearl Continental – An overview ADDRESS Pearl Continental Hotel Shah rah –e- Quid –e- Azam, P.O. box 983, Lahore – 54000 (Pakistan) Phone; (92) 042-6360210 UAN 111 505 505 Fax; (92) 042- 6362760, 6364362 8 Pak-AIMS (Institute Of Management Science)

Pearl Continental

Telex; 44877 – 44167 PEARL PK Cable; “PEARL CONT” LAHORE

MISSION STATEMENT Every organization has a complete statement of the organization’s purpose what it wants to accomplish in the larger environment. A clear mission statement acts as an “invisible hand” that guides people in the organization so that they can work independently and yet collectively toward overall organization goals. Organizations have defined their business in service terms or in technological terms but the mission statement should be oriented, have a realistic approach should fit the market environment motivate and has a guidance by a vision. The mission statement of the Pearl Continental Hotel almost covers all aspects of an effective mission statement. Its Mission Statement can be defined as. “Our mission is to be the hotel, recognized as the leader in the industry in any aspect. We are committed to train and develop ass our staff members Allowing them to grow in their Careers and provide services and Standards which exceed guest expectations.” The hotel is trying to achieve there best to attract new customers as well as maintain the old ones. They believe that the customers satisfaction play a major role in the success of the hotels. This mission statement describes that they want to be the leader and catch maximum business out of the existing market of the hotels. The 9 Pak-AIMS (Institute Of Management Science)

Pearl Continental

2nd thing is to commitment for their employees up to their best level and also committed to develop their employee’s career. At Pearl Continental Hotel every department has defined its mission statement separately. The motto of each mission statement is:  To be the market leader  Commitment for their employees in developing career

their

 To provide services and Standards The hotel is running with the help of mission statement. The management also decides that the statement should be specific and attainable. It should set out where, how, and what markets the hotel will act, and it should describe achievements that are feasible. The mission of the hotel is to provide expertise and services to customers and corporate customers through out the greater area.

VISION We are committed to dynamic growth and service excellence built upon our heritage of traditional hospitality we strive to consistently meet and surpass guest, employees and other stakeholder’s expectations. We feel pride in making efforts to position Pakistan in The forefront of the International arena.

SETTING ORGANIZATION OBJECTIVES & GOALS Every organization has some defined objectives and goals in vision because an organization cannot meet at the customer needs so making goals is elective. 10 Pak-AIMS (Institute Of Management Science)

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Setting goals must also be operational and specific, that is useful for developing specific plans, and because goals in fact communicate to employees what their task and role should be. Because of the role goals play in implementing and choosing strategies, they must be consistent with reality and with each other. Setting unattainable goals can cause frustration and misallocation of company resources. Goals of the hotel may also differ at the same level of hierarchy.

Basic Goals And Objectives Of Pearl Continental.  To attain maximum dynamic growth out of the hotel industry  To maintain and add to its identity  To maintain excellent services based upon our heritage of traditional hospitality  To strive to consistently meet and surpass guest, employees and other stake holder’s expectations  The standard of the services must meet the expectation of the consumer  The standard of the services meet the expectations at the international level  To launch a new service while holding cost to its minimum  Meeting all the needs of the consumers

LOCATION Situated on Shah rah –e Quid –e- Azam (the mall) , opposite Governor House , 7 km from the Lahore international airport, 6 km 11 Pak-AIMS (Institute Of Management Science)

Pearl Continental

from the Main Railway Station and 1.5 km from the main city business center.

ACCOMODATION 485 Grand rooms including, 32 Junior Suits, 34 Executive Suites, 4 Deluxe Suites, and 3 Presidential Suites. Rooms measure approximately 450 sq. ft. Featuring, Facsimile machine, data port, Electronic key System, Radio and Television with satellite Channels, Butler Service, Separate Glazed Shower Compartments, Hair Dryers, Magnifying Shaving Mirror, and Direct Dialing, Voicemail.

PRODUCTS SERVICES

AND

Product is any thing that can be offered to a market for attention, acquisition, use or consumption that might satisfy a want or need of the person. It includes physical objects, services, person, places, organization and ideas. Products contain both tangible and intangible components, predominantly tangible products are called goods and intangible products are called the services. Services are the temporary provision of a products or the performance of an activity intended to satisfy certain need of buyers. They can avail the services but not in general own it. In our economy many organization provide services like school hospitals banks, transportation hotel services etc. Hotels provide an intangible services for use or enjoyment, not for the owner ship, however they have the product just the same.

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Services of Pearl Continental In the hotel industry, Pearl Continental has a complete image about its services. Pearl Continental establishes a complete brand name in the hotel industry. The services of these hotels are related with the persons, places or organizations or any combination of these

Pearl Continental & Marriott hotel are under the ownership of Hashwani’sgroup. The five Pearl Continental hotels are situated in Pakistan‘s foremost business. This hotel has a largest group of five star hotels in the country. The hotel provides the best services against its competitors. The hotel provides services up to twenty- four hours a day. There are different types of services that Pearl Continental provides to its customers. These services are given below.

Dining

Facilities

 Marco Polo Café; Round the clock, capacity 160 seats  Taipan; Chinese restaurant for lunch and dinner capacity 88

seats  Nadia Tea Lounge; For Hi Tea capacity 28 seats  Dumpukht; Royal Mogul Cuisine for Lunch and dinner capacity

80 seats  Bukhara; Open-air restaurant for Barbecue

Dinner capacity

150 seats 13 Pak-AIMS (Institute Of Management Science)

Pearl Continental

 Royal Elephant; The only authentic Thai Restaurant in town,

serving you the true taste of Thailand prepared exclusively for you by our expatriate Chefs. Open seven days a week for buffet lunch and Ala-carte dinner. Three private dining rooms are also available for exclusive family or business meals.  The Club; Located in business center, for club members only capacity 38 seats  Room Service; Round the clock  7 to 11; Popular Priced Restaurant  Ice-Cream Parlor; Round The Clock

Business Center Round The Clock Business center consists of two boardrooms and 3 offices. For in office dining facilities, “The Club” located in the Business Center offering dining facilities for 38 persons. (For members only)

Facilities

Recreational

Separate facilities for ladies and gentleman with Jacuzzi, Tennis and squash Courts. A large temperature controlled swimming pool with under water music, combined with amphitheatre set in beautiful land escaped gardens.

Arcade

Shopping

Located at Mezzanine floor, consists of 68 shops offering a wide range from High Fashion to Bukhara Carpets. 14 Pak-AIMS (Institute Of Management Science)

Pearl Continental

Parking Parking area is located at the Southern end of the building, provides the parking facility for approximately 850 cars

Currency Exchange Our cashier at the reception will be pleased to convert your foreign exchange into Pak. Rupee. Please note, we do not sell foreign currencies.

Doctor Services of a doctor are available round the clock, through reception.

Courier Services Your urgent documents and parcels can be rapidly dispatched worldwide.

Conference Facilities

&

Banquet

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The crystal room, Measuring 11500 sq. ft. can be divided in three sections by sound proof moveable partition; can accommodate 1350 guests in theatrical style. The Emerald Meeting Room, Measuring 5100 sq. ft. can be divided in three sections by sound proof moveable partition, can accommodate 540 guests in theatrical style. Pre-Function area, Measuring 7600 sq. ft. it can accommodate 540 guests for reception.

Shalimar Lawns Shalimar Lawns ideal for open air banquets, measuring 16000 sq. ft. with capacity of 1250 guests for reception.

WINGS

There are two wings a) Atrium Wing (New Wing) b) Mall Wing (Old Wing)

Pastry Shop A pastry shop is also situated at Pearl Continental for sweet, different types of cakes & spicy items.

Flower Shop You can get different type of flowers to share your pleasure at different occasions.

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Laundry / Dry Cleaning It has laundry department for dry cleaning facility not only to the hotel’s guest but also to the outsiders.

Available Equipment Hotel has the following audiovisual facilities; 1. Video Projection System 2. Screens 3. Magi Board 4. Flip Chart 5. Laser Pointers 6. Over heads Projectors 7. Slide Projectors 8. Integrated P/A System 9. Data Base 10.

Tape Recording Equipments

Photographer The Convention Department can arrange fort the hotel appointed photographer. Subject to prior arrangement photographs taken during the function, can be delivered with in three hours. 17 Pak-AIMS (Institute Of Management Science)

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Hospitality Desk A hospitality desk can be placed at your disposal in the area designated to that effect. We would wish fort the following rules to be followed by your personnel at the hospitality desk;  Proper attire at all times  No smoking, drinking or eating  Not engaging in any activity foreign to their duty  The pattern of display signs needs prior approval

Safes The hotel declines all responsibility for belongings and valuables. Safe deposits boxes are available at the reception desk.

Credit American express Master card Visa card Diner’s card JCB Habib Bank Muslim commercial bank 18 Pak-AIMS (Institute Of Management Science)

Pearl Continental

Unicard

ORGANIZATIONAL HEIRARCHY General Manager Peter f .Eyssens

Director Sales Farhan Zia

Night Manager Zahid Hussain Zahidi

Director HR Madam Rizwana

Ececutive Secretary Rehana Yousaf

Landry Manager Naveed Hussain

Deputy General Manager Syed Hasseb A.Gardazi

IT Manager Shaid Waqas

Secretary Tayyabe Qureshi

Front Office Asim Ali

Director Industrial affairs Rashid Ahmad Chadhry

Executive House Keeper Shahid Shopping Arcade

Manager External Affairs Hamid Masood Malik Reg. Chief Engineer Tahir Bashir Director F&B Nadeem Chadury Director finance Mohammad Amir

Executive Chief Anjum Javed Purchase Manager Bilal Ahmad Credit Manager Zafar Bashir Sec manager Shaid Bashir 19

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Pearl Continental

Purchase Manager Bilal Ahmad

HR Manager Aliya Randhawa

HRD Manager Nadia

Public Relation Manager Afshan Arif

FUNCTIONAL DEPARTMENTS Pearl Continental Hotel is one of the best hotel of Pakistan. All credit goes to the functional department of hotel, whose dedication and dexterity has been the one vital source of success of this venture. Some major departments and their function are discussed, namely. HR department  Front office department  Public relations department  Finance department  Laundry department  Reservation department

 Account department  House keeping department 20 Pak-AIMS (Institute Of Management Science)

Pearl Continental

 Security department  Engineering department  The Privilege club  Restaurants

PERSONNEL DEPARTMENT I foresee a brighter future for the hotel industry and I am determined that Pearl Continental Hotel will lay a vital role in promotion of tourism in Pakistan. I can accurately state that any organization, which runs excellently, is due to constituted body. So in this respect personnel department play basic and effective role in operation of any institution. The major role of this department is perhaps more accurately conveyed by the term Human Resource Management department. At Pearl Continental Hotel this include, • Recruitment and selection • Training and practice • Employees benefit scheme • Salary & payroll fixation • Employee’s matters • Termination and turn over • Performance appraisal 21 Pak-AIMS (Institute Of Management Science)

Pearl Continental

FRONT OFFICE DEPARTMENT Front office has first impression on numerous customers. Their role is very sensitive that customers are satisfied. In Pearl Continental Hotel front office is divided in four sections. 1.

Reception Counter

2.

Reservation Counter

3.

Restaurant cashier counter

4.

Concierge

Reception Counter Reception performs following functions; Information to customers Telephone information Contact with the rooms Scrolling register Preparation of the key cards Make up calls Room keys handling

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Reservation Counter Reservation through telephone Reservation through faxes & telex Reservation confirmation Reservation changing Reservation Cancellation Reservation finalization Reservation through sales Reservation through internet Hotel-to- Hotel Reservation Confirmed through telexes Group handling sales Airport pick & drop services arrangement Reservation correspondence filling Preparation of reservation slips Guest’s allotment

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Restaurant cashier counter Recording bills Meals recording of in house gusts Making bills Bill transferring Feeding in computer Outsider’s guest cash collection Cash transfer to general cashier

Concierge In Pearl Continental Hotel guest are not treated only through accommodation and dining but also a parting different services like; • Room service dry cleaning facilities • Room service iron facilities • Postal service • Apart in service • Bellboy service • Providing different information • First aid

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Guest Relation • Welcome to guests • Receiving V.I.P. Heartedly • Advance booking record • Handling misc. problems • Room checking • Proper cards • Room service

Business Center It has direct relations to different business centers. In – house and other guests find a new and full fledged round the clock Business Center, conveniently located in the Atrium lobby, offering full secretarial services. The professional and well- trained staff of the business center is proficient in the use of computers and complete audiovisual facilities, available at the disposal of guests. Two boardrooms and three private offices complement the center. The Club, an exclusive dining facility. The Business Center has been introduced to provide privacy and recognition in a private Club ambience. It features a Sam bonnet trolley service for Breakfast, Lunch, Dinner and Snacks with a “Menu Du Jour” also available. The club is open to members only.

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Pearl Continental

Rent A Car Pearl Continental Hotel provides rent a car service to the tourists. A separate office is given to this department. Various functions provided, these includes; 1. Rental car arrangements 2. Air port pick and drop service 3. For Reservation purpose 4. Maintaining bill and forwarding to front office

HR DEPARTMENT

Human Resource Manager Assistant Manager

HR Coordinator

Senior HR Officer

Senior HR Officer

HR Officer

HR Officer

HR Officer

HR Officer

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Hotel business mostly depends upon public relations. Management try to have positive image in public, so because of this Pearl Continental Hotel maintains a separate food office for public relations department. This department performs following important functions:  Organizing advertising companies  Conveying protocol on arrival of VIP’s  Publishing pamphlets, bulletin  Organizing festival  Functions

DEPARTMENT

FINANCE

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Director Finance Purchase Mng. Manager

Senior Purchase Officer

Finance Mng.

Purchase Officer

Purchase Officer

Purchase department is a part of the hotel because every demand of each department of the hotel in which purchasing is involved is done through this department. This department deals all the requirements of the hotel. Through purchasing department all requirements whether inside or where ever needs of anything fulfills the requirements. Multi needs are for;  General store  Engineering store  Food and Beverage dept. All multi things needed for rooms and requisition of different departments Purchase manager himself visit to the market and collect, different samples and quotation at least three and chooses one for placing order after the approval of G.M. Quotations are also called by advertisement in newspapers. Purchasing manager prepare list and send to front receiving office. On receiving goods this office clerk records in bin cards and kept in the store. The different departments adopt same process. 28 Pak-AIMS (Institute Of Management Science)

Pearl Continental

Purchase Balance Purchasing dept. is not dependent on other department s. they do not require any report from submission to accounts departments, for final checking. But purchase dept. has to be very careful about quality control of anything. Purchase Manager has some particular with himself. This balance serves as payment to the outsiders to sellers and vendors if something purchased in emergency. End of day he checks and maintains balance as required.

FOOD AND BEVERAGE DEPARTMENTS Food & Beverage department covers Food & Beverage. It has three sub department: 1.

Food controlling dept.

2.

Beverage controlling dept.

3.

General store dept.

Cost controller receives vouchers from finance department. Two vouchers are used for cost controlling. 1. General employees 2. From VIP account Amount written on it will less from total cost of consumed. While it will be added in total sale price. Cost controller maintains different types of report and statements. 1. Food reconciliation report 2. Beverage reconciliation report 29 Pak-AIMS (Institute Of Management Science)

Pearl Continental

3. Comparison of consumption 4. F & B cost march Cost controller collects all documents like: Purchasing & receiving reports from store controller. Sale report e.g. coffee corner, Bar BQ, Room service, Banquet, Health food. Reports are vouchers of employees Meal + entertainment. They compile all these reports and make reconciliation statement + price fluctuation report.

THE PRIVILIGE

CLUB

Manager Assistant Manager Coordinator

Coordinator

Coordinator

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Pearl Continental

The Privilege Club of Pearl Continental Hotel provides many privilege to its members. It issues a Gold Card and supplementary card to attain privilege.

LAUNDRY DEPARTMENT LAUNDRY MANAGER

Assistant Mng.

Assistant Mng.

Manager

Supervisor

Supervisor

Supervisor

Laundry department is a part of the hotel because every demand of each department of the hotel in which laundry is involved is done through this department. This department deals all the requirements of the hotel. The hotel is claiming that it has Pakistan’s biggest laundry set up. The department also has two collection centers in Lahore city. They also maintain the data base of every collection that from where it has been taken and what kind of operation it need. They have all automated machines taken from United States. The department also claim 5 times for the damage or any other defect in the cloth. it contains following main functions  Room to room Collecting  Entering in data base  Cleaning the clothes 31 Pak-AIMS (Institute Of Management Science)

Pearl Continental

 Taking back to Room  Efficiency

ACCOUNT DEPARTMENT Account department plays controlling role in any organization. Hence almost every document route through this section. This provides an opportunity to have check and control on the various departments of the hotel.

Account

Pearl Continental Hotel

Account department of Pearl Continental Hotel works under the supervision of Controller Finance, who is also the head of Finance Division due to the absence of General Manager Finance.

Department

Account

This department is divided into eight sections 1. Finance section 2. Credit receiving section 3. Purchase section 4. Dispatch section 5. Sales section 32 Pak-AIMS (Institute Of Management Science)

Pearl Continental

6. Cash section 7. Income auditor 8. Payable section

HOUSE KEEPING DEPARTMENT House keeping department is responsible for the cleanliness of the hotel including guest rooms, public areas, corridors, restaurants, lounge, laundry and uniform dept. are also under their jurisdiction also. The department is functioning with its first and foremost objective to clean each internal and external corner of the hotel. They look after the banquet lounges, health and VIP rooms. The department has supervisors, sewing machine operators, laundry attendant, and assistant housekeeping manager. Manager of housekeeping department is the one who is responsible to manage in such a manner to provide luxurious house keeping with minimized costs.

Linen House keeping is also responsible for all linen arrangement in the hotel. This includes storage, issuing replacement and repair. Housekeeping manager considers it worthwhile to do most of their laundry and linens maintenance themselves.

Laundry Maids Laundry hotel and guest, organizing linen for the laundry

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House Porters. Moving linen and other housekeeping supplies, heavy or difficult cleaning light maintenance.

SECURITY DEPARTMENT There have always been security needs whenever services are rendered, but traditionally this has been restricted to privilege. In modern era service organization have seen increasing sophistication of the security system Offset new and unexpected challenges. Some of the functions performed by this department are. ♦ Physical safety of guests ♦ Safety of guest’s belongings ♦ Safety of hotel premises from criminal acts ♦ Control of Pilferage ♦ Control of illegal occupancy of rooms by guests ♦ Control of unauthorized use of rooms ♦ Parking control The Pearl Continental Hotel organization has put into effect procedures where the security department is authorized to inspect or search any individual even the Assistant General Manager.

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ENGINEERING DEPARTMENT Under the veneer of the hotel façade the proverbial engine which keeps the operations literally afloat. The engineering function as glamorous as other functions, but just as important, the engineering department is responsible for: 1.

HAVC (Heating, ventilation, and air conditioning)

2.

Electrical System

3.

Telephone exchange system

4.

Audio/Video system

5.

Plumbing system

6.

Communication network

7.

Computer system

8.

Refrigeration system

9.

Kitchen equipment

RESTAURANTS The Pearl Continental Hotel offers a wide variety of international and local cuisine to suite all moods and taste.

ELEPHANT

ROYAL 35

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The only authentic Thai Restaurant in town, serving you the true taste of Thailand prepared exclusively for you by our expatriate Chefs. Open seven days a week for buffet lunch and Ala-carte dinner. Three private dining rooms are also available for exclusive family or business meals.

NADIA TEA LOUNGE Light mouth watering snacks and traditional afternoon te4qa served in elegant yet comfortable surroundings.

MARCO POLO

CAFÉ

Savor tantalizes flavors from both Continental and Pakistani cuisine, prepared and presented to ensure a memorable culinary experience.

BUKHARA Sizzling specialties straight from the grill served in a colorful and festive environment.

DUMPUKHT Royal Moguls Cuisine for lunch and dinner.

IS PC AN ORGANIC ORGANIZATION?

OR

MECHANISTIC

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   

PC is purely an organic organization as all the condition for the organic organization is present in it as they state Our organization is use and flexible We have division of labor The lose structure enables us to change rapidly as required. We are more formalized and standardized.

PLANNING As we all know that for the success of any organization or anything planning play very important and vital role .

DECISIONMAKING The decision-making process in PC is decentralized. The model used is dynamic and flexible, whereby the top management takes their time while making decisions and explore and evaluate all the possible alternatives before choosing the rationally economic and feasible solution. Programmed decisions are made by both the lower and top management with proper consultation with the lower managers while the daily and routine decisions are made by the line managers at the middle level with the prior permission or approval from the general manager. In decision making process manager of a department can take steps to make small planes but these plans should not be affecting the much to the department.

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CONCEPT OF PLANNING IN PC PC uses approximately all horizons for Planning including: • Short term • Long term • Strategic Planning

Short term In PC hotel short term planning means that every manager of a department can take steps to make small planes but these plans should not be affecting the much to the department as planning need some crucial steps, the department manager discuss it with his upper management and also take suggestions from his employees too. In case of the over all hotel planning the hotel administration 1st discuss it with lower management and take suggestions from the employees and then start operating on it.

Long term The long term planning is more like the strategic planning which is taken by the Board of Governors

STRATEGIES OF PEARL CONTINENTAL HOTEL 38 Pak-AIMS (Institute Of Management Science)

Pearl Continental

When we talk of strategic plan we mean plans that are organization wide, establish overall objectives and position in organization in terms of its environment. Here we will discuss different strategies adopted by the management of Pearl Continental in different departments.

Strategic Planning Without a strategy the organization is like a ship without a rudder, going around in circles. It’s like a tramp that has no place to go to.

Joel Ross and Michael Kami “The process of developing and maintaining a strategic fit between the organizations goals and capabilities and its changing marketing opportunities.” It relies on developing a clear mission statement supporting objectives, a sound business portfolio and coordinating functional strategies. As we know Pearl Continental has a strong image among five star hotels and has an established name in the hotel industry. Pearl Continental has an effective strategic planning at its centralized and decentralized levels. It has defined its goals and objectives at every level and tries to compete with the changing marketing opportunities. The strategic planning of the hotel is turned into detailed supporting objective that guide the whole hotel. Each separate division of the hotel decides what portfolio of the business and services is best for the hotel and how much support to give each separate division. Each separate division and services rate must develop detailed marketing and other department plans that support the wide plan of the hotel. 39 Pak-AIMS (Institute Of Management Science)

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The effective strategic planning originates:  To be the market leader  Commitment for their employees in developing their career  Innovation  To maintain excellent services based upon our heritage of traditional hospitality  To maintain excellent services based upon our heritage of traditional hospitality  To strive to consistently meet and surpass guest, employees and other stake holder’s expectations  The standard of the services must meet the expectation of the consumer  The standard of the services meet the expectations at the international level  To launch a new service while holding cost to its minimum  Meeting all the needs of the consumers

A strategic plan, then, is the bridge to the future, which an organization uses to lead from what it is to what it envisions it can become.

SWOT Analysis Strengths: 1. We are the market Leader. 2. We have a strong backing from Hashoo Group. 40 Pak-AIMS (Institute Of Management Science)

Pearl Continental

3. We have a very strong and established network of hotels. 4. We are a global brand. 5. Our brand is well established and popular among customers. 6. PC management very much takes care about employees training. 7. Strong IT infrastructure Weaknesses: 1. We deal in hotel which is very crucial so in the case of

2. 3. 4.

5.

defection we have to bear great loss. We are still striving for 5 star hotel’s luxuries. It involves a huge investment. Some of our competitors give some luxurious facilities to their guests. Staff Politics and salaries

Opportunities: 1. We are the introducers of this concept (Privilege Club) 2.

3. 4. 5. 6.

7.

so we have a unique identity. We are just approaching 5 star hotel standards. We will have great market share of this industry. We have a great Image in the mind of the people. We have discussable goodwill. We deal in standardize and imported material. There is significant development in tourism industry.

Threats: 1. We are the introducers so it is threat that whether we will be popular or not. 2. We have great 3 of competitors like Avari, Ambassedor which are growing. 3. People may ignore us and can join the competitors. 41 Pak-AIMS (Institute Of Management Science)

Pearl Continental 4. Due to expensive trend we may be flop.

5. Political and terrorism effects on hotel industry.

Planning Tools and Techniques In order to make better plans, one needs to have it in some better fashion and order. To do so, there are many tools and techniques are used which the PC management uses for there Planning like Gantt Chart, Load Chart and Pert Diagram.

HRM OBJECTIVES OF HRM • Recruiting quality people in the hotel. • Invest significant resources in selecting, training and rewarding employees. • Provide guidance to all departments in the selection and recruitment of new employees. • Regularly appraise the performance of the employees. • Continuously motivate and monitor the performance of the employees through reward and correction procedures. • Monitoring disciplinary actions of the employees and take necessary actions according rules and regulation. • Monitoring punctuality of the employees and keeping the record of leaves and other personal documentation of the employees. • Managing all the benefits which are give to employees • Job analysis for all departments

HRM

FUNCTIONS OF

• Recruitment 42 Pak-AIMS (Institute Of Management Science)

Pearl Continental

• Selection • Training and development • Compensation and Benefits • Motivation • Promotion • Attendance • RECRUITMENT Recruitment is the first part of the process of filling a vacancy. It includes examination of the vacancy, the consideration of sources of suitable candidates, making contact with those candidates, attracting application from them, short listening, interviews and finally induction of the selected candidates within the budget of the department company. Objectives: The objective of this policy is to established standards and provides guidance, in order to enable the organization to hire the right people. Procedure: A vacant position occurs mostly as replacement of employees who have left the company or as a part of some new or increased activity/expansion or re-organization. The PC does not waist much money in advertisement for recruitment because they have walk in candidates. so two days a week interviews are conducted at PC hotel, which are Tuesday and Wednesday. Selection Method In PC hotel we have only selection method which is interview. Interview: • 1st interview from the candidate is taken by the HR manager. it may be scenario based, then Head of department of relevant department & HR Management and final interview is conducted by G.M. 43 Pak-AIMS (Institute Of Management Science)

Pearl Continental

For an interview they have a panel, • HR Manager • Head of department of relevant department & HR Management • CEO Interview is a mixed type of interview; we ask the candidate general question and also specific question related to his field. Orientation Program After joining every employee has to go through an introduction program. Normally this orientation period is of 1 week but for senior manager it is for one to 1 week or long. We send them in different departments in different timings. the orientation kit given to each employee stated about expectation from both sides WHAT WE EXPECT FROM YOU!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! • A DAY’S WORK FOR A DAY’ PAY. • Your commitment to good service standards. • Concern for the guests, Your fellow employees and cooperation with your Seniors. •

If you put in 100% in it the sky‘s the Limit.

WHAT YOU CAN EXPIECT FROM US!!!!!!!!!!!!!!!!!!!! • • • • •

Proper training, so you know how to do your job. Good working conditions. Reasonable compensations for your efforts. Recognition and reward for a job well done. Respect and constant communication with management

your

senior

44 Pak-AIMS (Institute Of Management Science)

Pearl Continental

TRAINING AND DEVELOPMENT At PC on the job training is given the utmost importance we have a performance evaluation system. We evaluate employee’s jobs, personalities and performance. Job are evaluated by their immediate managers and counter signed by the seniors. We also identify lacking after discussion with the concern employee. On the basis of this evaluation we identify the areas where the employees are lacking and they suggest recommendation for training. We use a performance appraisal form and use a different dimensions for evaluate performance. As we are the market leader so we need to have skilled and well trained staff. Our every waiter or room server knows the a bit English language because our most of the guest are from foreigners. We believe in cross department training

THESE ARE SOME THINGS WHICH CAN BE DONE TO MAKE YOU FLY HIGH!!!!!!!!!!!!!!!! • • • • • • •

Smile Treat all guests a VIPs Guest is a priority(No matter how busy you are) Call guest by mane. Guest is always right. Maintain cleanliness, Grooming and posture should be presentable.

THINGS WHICH TROUBLE.

CAN

GET

US

IN

• Smoke, eat drink, chew gum, whistle, hum or sing in the lobby or any public area. 45 Pak-AIMS (Institute Of Management Science)

Pearl Continental

• Stand in groups and casual conversation with your coworkers. • Shout or talk in public areas. • Allow personal friends to visit you at the hotel. • Spit in any area. • Say anything negative about the hotel. • Enter other departments, public areas, or guest floors unless requited.

COMPENSATION AND BENEFITS Benefits: We have a regular analysis system and a performance appraisal system. For this they have committees who meet once a month to discuss the performance of the employees. We have performance appraisal method which we conduct 2 times annually for the new employee and annually for the old one and give them increment and benefits. ♦ Bonuses ♦ Annual Increments

Rules and Regulation Policies Pays: • Payday is last day of every month. • Overtime is double the hourly rate of pay WORK SCHEDULE • 9 work hours in one shift 46 Pak-AIMS (Institute Of Management Science)

Pearl Continental

• One day off during the week BRTESKS AND MEAL PERIODS • • • •

1 meal and 2 tea breaks in one shift 30 min for lunch/dinner. 15 min for each tea/breakfast Meals in staff cafeteria only.

LEAVE • Casual(Maximum 3) • Sick(Medical certificate for 3 or more) • Earned(Minimum 7)

EMPLOYEE SURVEY

SATISFACTION

Pearl Continental Hotel conducts an Employee Satisfaction survey on annual basis. The Survey targets permanent employees of PC with a view to determine their current satisfaction level on various categories.

This survey mainly focuses on the following objectives: • To measure, learn and improve the organization performance • To ensure that the employees are moving in the right direction in order to fit in the future • To listen and build upon the feedback from all employees 47 Pak-AIMS (Institute Of Management Science)

Pearl Continental

• To ensure that we are creating a successful working environment in which innovation can thrive • Commitment of the top management to follow up on the employee satisfaction level This year the survey result is more than 80% satisfaction level.PC conducted this survey with the help of a private firm. The top management of PC feels that it is important that they keep the employees motivated and take initiatives to increase their satisfaction level

LEADING LEADERSHIP STYLE The general manager of the company is at the topmost position in the organizational hierarchy; Even though he is not directly involved in its operations he is responsible for taking major administrative decisions regarding the company policy and Operations. Departmental managers are responsible for leading and directing their subordinates. These leaders focus on these areas:

 Increasing their employee’s efficiency  Empowerment  Resolving Conflict  Providing facilities  Managers motivate minimum-wage employees  Directing them to right way  Motivation Encouraging the employees to give new ideas so as to increase the customer satisfaction. 48 Pak-AIMS (Institute Of Management Science)

Pearl Continental

As there is a very high degree of delegation and participation so they believe that the leadership style used in all the departments of PC is democratic. Subordinates are given a fair treatment and are dealt in a very good manner so as to give them a feeling that you are not only an employee but also a member of the family. The managers at CCBPL are very supportive as they treat subordinates as equals, and have a highly open communication system. They are participative since they encourage the involvement of the employees in decision-making and make use of group discussions. However, some monetary and non-monetary rewards are used to create a high involvement from the employees especially at the lower level.

MOTIVATION Employee motivation is given a very high consideration at PC.The top level management of the hotel believe on the theory of Z(Japanese school of thought)In PC the employee’s salaries are not so high so it is because of the motivation which keep them enthusiastic and committed to their duties as they are working with their family members. In order to motivate their employees some mangers also work with the employees like as we reached in laundry department, the laundry manager was working as like lowest level employee. Related manager take care of every employee’s family matter and try to help him or her because they know that the employee who have problems can not work properly. In PC they usually give the promotion from within organization according to the employee’s previous performance. Promotions are bestowed on the performance basis. This performance base motivates employees to work hard and achieve the goals, which are very objective and are perceived achievable by most of the employees. Managers play a vital role in motivating employees as they give them the timely feedback about their activities. They also help them solve different problems, which can be job related or personal problems. Working environment and a challenging milestone are a major factor in employee motivation at PC. The hotel has reward system which includes monetary awards such as, Employee of the Month award Employee of the Year Award 49 Pak-AIMS (Institute Of Management Science)

Pearl Continental

CONTROLLING As control is important for all organizations, so it is equally important for PC. The control is important for the following reasons: • To check whether things are going as they were planned. • To avoid wrong use of empowerment by employees as well as the management. • It is also important to protect hotel from some sudden crisis, the market place of hotel, security alerts etc. Just as that of 9/11. The companies, who had comprehensive control, had less disruption of their business. Controlling Performance of PC Employees The hotel does not use the whole controlling process to monitor activities and performance. It just measures the performance of the employee and managers take Immediate actions to correct the deviations and inadequate standards found in the Performance. 1

Measuring the performance:

The managers measure the employee performance by personal observations, oral reports by supervisors and co-workers of the employee. By using these sources, managers can get firsthand comprehensive, formal and unfiltered knowledge of employee performance. The managers, by using these sources, get information about the behavior of employees at work place, absenteeism rates, employee satisfaction, turnover etc. 2

Taking necessary actions:

The managers in hotel do not go to the step of comparing; they directly move towards to take necessary actions so that the employee 50 Pak-AIMS (Institute Of Management Science)

Pearl Continental

performance can be corrected. Sometimes managers take direct actions at once, at the time of mistake, so as to correct that mistake. And sometimes they take basic corrective actions to eliminate the source that had caused the deviation. Taking immediate actions the managers at once •

The managers ask the employee to correct his performance at once. The managers might warn orally and at times, if deviations are frequent, written warning to employee to correct his performance so as to avoid frequent deviations

THINGS WHICH TROUBLE.

CAN

GET

US

IN

• Smoke, eat drink, chew gum, whistle, hum or sing in the lobby or any public area. • Stand in groups and casual conversation with your co-workers. • Shout or talk in public areas. • Allow personal friends to visit you at the hotel. • Spit in any area. • Say anything negative about the hotel. • Enter other departments, public areas, or guest floors unless requited For the controlling purpose PC hotel has defined some rules and restrictions for their employees who are not take interest in their duties and also can not participate in organizational goals Lack of courtesy towards the guest Continues violation of policy Insubordination or disobedience Frequent tardiness and absenteeism Non cooperativeness with fellow employees With full destruction of property Drunkenness or use of drugs 51 Pak-AIMS (Institute Of Management Science)

Pearl Continental

Absence without leave for more than 10 days Abusive towards guest or employees Theft fraud or dishonesty Striking work or inciting others to strike work

Profit Objective A major distinction among service provider is whether or not they seek financial profit. Hotel industry makes strategic marketing decisions based on potential return on investment. The basic purpose of Pearl Continental in the hotel industry is to achieve maximum profit of the business. The location, services, equipment and target potential groups of the hotel are chosen with an eye to making a profit.

Consumer Type Services firms have both consumers and organizational customers. The services are identical in some cases but different marketing strategies are required for the different customers. Pearl Continental hotel has two types of clients:  The Regular Corporate Client  The General Client Seventy five percent of the hotel’s business depends on the Corporate Client. Many large organizations have a contact with the hotel and their clients regularly avails the services of the hotel. Seventy percent of the tourists are regular corporate clients of the hotel. They come here and avail the services for business purpose or for recreation. There is another type of customers that is the general clients of the hotel. These customers come here for the recreation. 52 Pak-AIMS (Institute Of Management Science)

Pearl Continental

So the hotel has a different marketing strategies for the corporate clients and different for the general clients.

SUGGESTIONS RECOMMENDATIONS CONTINENTAL HOTEL

TO

AND PEARL

In my point of view Pearl Continental Hotel should have its own book of manual in which authorities and functions regarding to designation will be clearly described. This would result in democratic type of management and avoid rebaptism. Company policies shall be clearly defined and planned which result in efficient management and progress over the night. Balanced rates for rooms and food items shall be charged, keeping in view the other competitors in local hotel industry like Holiday Inn Avari Lahore Ambassador Lower workers should be influenced by the higher management for better results. The Pearl Continental Hotel organization doesn’t maintain and encourages performance excellence in form of monetary terms. There is a formal performance appraisal form for all employees, and this is tied to a reward system. It is my view that there are severe problems with the performance appraisal form in that it is very subjective in nature. Because of the subjectivity the system can lead to gross errors, and since this is linked to reward system, the error is not only perpetuated but exaggerated. They have now a computer information system which very efficient but they need to spread through all the departments. The layout of some offices should be improved. The travel guides should be appointed for visitors especially for foreigners. 53 Pak-AIMS (Institute Of Management Science)

Pearl Continental

Bibliography    

   

Aliah Randhawa Madam Tanzeena Madam Rizwana Naveed Hussain Javed Bhatti Mr Naeem Virk Mr Noshab Mr Salman

HR Manager Training Manager Didector HR Laundry Manager Engineer Protocol Officer Trainee Shef Trainee Manager

Official web site: ( www.pchotels.com )

54 Pak-AIMS (Institute Of Management Science)