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Human Resource Management

Project:
Job Analysis

Submitted to:
Madam Wajiha Kazim

Submitted by:
BBA 2006
Semester 5th (Morning)

Tehreem Ilyas 07
Sohail arshad 27
Osaid ur Rehman 32
Saad Amin 35
Sarosh Kanwal 40

Institute of Business Administration,

University of the Punjab, Lahore
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Acknowledgement

Every word of praise and gratitude goes to Allah

Almighty whose blessings and bounties are
innumerable to realize and count, and due respect to
Holy Prophet (peace be upon Him) who enables us to
recognize our creator and whose teachings are a role
model for us to follow in the time of darkness and
despair

Our extreme and heartiest thanks to Madam Wajiha ,

who guided us so well at every stage of this project of
Human Resource Management when we could not
just step ahead without her kind assistance. She is a
true source of knowledge and information for all of us!
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Country Clubs

Country club membership is a status symbol, and a privilege of the

moneyed. It mirrors the natural human desire of living in a paradise of
abundance in which nature is overwhelming, laughter is endless, and
worries are nowhere. It is an illusion that people frustratingly want to
realize. Because outside the country club, there is sadness, there is
poverty, there is stress, and the world seems to be dark and gloomy.

Membership in a country club is one of the perks of being wealthy.

Members are entitled to enter a haven of leisure and recreation wherein
problems do not exist and only beautiful things abound. They have
exclusive access in a luxurious land of athletic and amusement
possibilities, from golf courses to outdoor and indoor tennis, gymnasiums
to swimming pools. They can bring their families, relatives, friends and
business partners in a private wonderland wherein they can bond together
as if the whole world is theirs.

Children can indulge in indoor and outdoor playgrounds that combine

physical games, educational activities and high-tech kids' entertainment,
complete with teachers and guides. Mothers can forget the kids and stay
at the spa and have rejuvenating beauty treatments, massages and
aromatic therapies. Fathers are free to conquer a vast field of greenery
and play sports with their colleagues. Group gatherings are always carved
into unforgettable events with sophisticated dining halls and lavish
venues.

The clubs offer a potpourri of full-time, part-time and seasonal job

opportunities, although some properties are now seeking international
help because they reportedly cannot find enough dedicated local
employees to fill their needs.
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TEMPO LIBERO-Bringing Colors To Life

Country Club offers its members (young and older, business owners,
executives and community leaders) a comfortable atmosphere where
family and friends can relax. We offer a variety of social and recreational
amenities for members and their guests' enjoyment (swimming, tennis,
golf, exercise and dining facilities). We would also be regularly scheduling
social events for families such as fun nights, swimming galas and ladies
only parties, family bingo, youth & junior’s parties, golf/fitness seminars,
ethnic food buffets, new(er) member receptions, etc. We will be offering
our members exciting events all year round!

Our Mission

To grow and maintain an active membership and enhance the reputation

of the club by providing premier services and facilities, finest staff, and
activities with an ambiance of casual elegance while preserving the rich
traditions.

Our Vision:

The vision is alive for TEMPO LIBERO Country Club to become an

ambassador for Pakistan inviting world culture and business networking
within an oasis of leisure, sport and hospitality

Our Objectives:

Our objective statement reflects:

The current strengths and assets which we desire to maintain and

enhance.
The weaknesses we intend to overcome or eliminate.
The opportunities we wish to take advantage of in order to achieve our
goals in the future.
Continue to identify customer needs and desires and ways to satisfy those
expectations by flexibility, capability, and responsiveness.

Our Logo’

Our logo represents elements or phases of life, which we shape, color and
make it . . . ‘what u desire.

CLUB FACILITIES

At TEMPO LIBERO Country Club you will find all the facilities and services
you would expect in a top-quality hotel and a true country club, including
an 18-hole championship golf course. Set to sprawling green
environments, TEMPO LIBERO is offering swimming pools, indoor games,
health clubs, well serviced rooms and professionally trained manpower to
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meet every need of our members. The club is equipped to deal with
member's banquets and business needs. Also, weekend activities,
competitions and contest help engage and build a clubbing community.
Every aspect of this prestigious club has been designed by experts with
proven expertise and extensive depth of knowledge in their respective
fields. The blend of foreign and local knowledge is set to deliver nothing
less than a world-class facility and an exciting experience to people from
all walks of life.
There’s a variety of accommodation choices, including hotel rooms,
accommodation for business travelers and 5-star luxury suites in the main
Country Club complex.

Food and Beverage Facilities

Food and beverage facilities include:

2 a la carte dining rooms (each with its own kitchen) seating 350.
4 private dining rooms seating 180.
Ballroom that accommodates 250.
3 Meeting Rooms that seat 50.
1 Formal Dining Room that seats 250.
Men's Grill that seats 45.

Dining room special features:

• Accomplished award-winning chef
• Golf course and lake views
• Lunch and dinner seating always available
• Large variety of regularly scheduled events
• Disabled guest facilities
• Manager on duty 24 hours per day

The full service 350 seat dining room serves lunch six days per week and
evening dining five nights per week. The menus offer you a wide variety of
gourmet meals under the direction of the award-winning executive chef.
There are also special ethnic menus and casual dining. Members are
invited to participate in social evening events ranging from dinner dances,
theme nights, show nights and special sports events.

Athletic Facilities

Athletic facilities include 18 holes of golf, 15 outdoor tennis courts, three

indoor tennis courts, 2 outdoor pools and a state-of-the-art fitness center.

Golf Facilities:
18 hole course.
• With challenging fairways, water hazards and fast greens that are
truly of championship standard.
• Coaching facility
• The course is meticulously maintained by our team of green
keepers.
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• The course will remain open 7days a week, 9am-7pm.

Tennis Facilities
• 5 outdoor, lighted Hard courts.
• 3 indoor tennis courts.
• The courts will remain open for 7days a week, 10am-6pm(outdoor
courts)
• And 10am-9pm (indoor courts).
• Our Tennis Program is bigger and better than ever.
• Tennis program will be offering coaching from our professionals.
• Coaching will be available only on weekdays i.e. 5days a week.
• The junior programs-a hit with both the kids and parents.
• The Tennis Program also offers an extensive year-round social and
tournament calendar for all abilities.
• Tennis players enjoy the courts with court separation fencing, wind
screens and player controlled court lighting.

Swimming Facilities
• 2 Outdoor pools.
• Heated year round.
• Special coaching classes for men, women and children of all ages.
• Coaching available for 5 days a week with coaching timing of 3pm-
6pm.
• The professional staff organizes lessons, swim team, and social
events
• Throughout the summer.
• Our swimming complex is designed for adults and children alike
• With three separate pools for diving, laps and wading.
• Lifeguards are on duty during operating hours in the summer,
• Comfortable chairs with shaded sitting areas.
• Cabana Grille service.
• Restrooms and shower on deck.
• The swim team welcomes children of all levels.

The conveniently located, Olympic size eight-lane swimming pool with 12-
foot diving well heated swimming pool has locker room and rest room
which are easily accessible. Food and refreshment service is available in
the adjacent Cabana Grill. Fitness center water aerobics classes are
always well attended. It is properly fenced with large lounging area
equipped with lounging furniture and tables.

Other Athletic Facilities

• A State of the Art Fitness Center.
• Offering yoga, Pilates, spinning and personal training
• equipped with top of the line strength and aerobic fitness equipment
to
• Help maintain a healthy lifestyle.
• Whether building up your cardio resistance or adding muscle tone
our state of the art equipment is user friendly and generally
accessible.
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• Members can have access to the health experts who can guide
them in the maintenance of their healthful lifestyle.
• Also offering a steam room, shower rooms and all amenities to get
you out the door and back to the office or onto the course.

Reception Facilities

At TEMPO LIBERO Country Club, you can celebrate your wedding, small
gathering, business meeting or conference with a choice of breathtaking
indoor and outdoor venues. Beautiful lawns, terraces and with a
spectacular view of the Golf Course make Royal Palm Golf & Country Club
perfect choice of all types of events. Our spectacular venues meet the
highest standards of privacy and security. The atmosphere is dynamic,
the mood energetic and events guests feel instantly welcome.
TEMPO LIBERO Country Club is focusing on turning Lahore events into
truly personalized occasions-whether it’s a wedding, small gathering,
business meeting or conference.
We will be offering the members to celebrate their special events or
meetings with us by tailoring the events according to their requirements.
Our reception facilities include event management of functions like:
• Weddings
• Parties
• Meetings and conferences
The top floor of the clubhouse is a perfect area for wedding receptions,
alumni reunions, parties and important meetings. The area is available for
rent on a per-day basis. A fully-equipped kitchen and bar is included along
with a carpeted meeting/dining area and a dance floor with bandstand. An
outdoor balcony allows for a spectacular view of the course and swimming
pool. Men's and women's bathrooms/dressing rooms also exist on this
floor. Capacity of 500 people is available. We have a large selection of
Wedding Styles and different packages available to cover all inclusive
Weddings or just a small part of our members special day. We would be
pleased to tailor something to suit the member's specific needs.

Other Facilities

Our club will be facilitating our members with many other facilities like:
• a library- where all the members can have access to all kinds of
books; along with the internet facility
• a store/bakery- where they can buy any type of grocery of daily use;
can place an order for specific bakery products
• a well maintained mosque
• guest rooms- where members can get rooms for themselves and for
the guests
• a magazine-in which all the members can contribute
• along with all the facilities all the members are assured of safety
through a well-trained team of our security guards

Resort Facilities
• Gymnasium - free for house guests
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• Swimming pool with spa - free for house guests

• Sauna - free for house guests
• Flood lit tennis court
• Paddle boats (seasonally)
• Self-cook BBQ areas - free for house guests
• Room service
• Stand-alone Convention Centre
• Conference and business facilities
• Adjacent to 18-hole Clare Golf Course
• Massage therapist by appointment
• Wireless broadband
• Direct dial telephone IDD and STD
• Guest laundry facilities
• Dry cleaning service
• Secure off-street car-parking for all rooms

Membership:

We offer three types of memberships

• Golden
• Silver
• ******
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OUR CLIENTS

SOHAIL MANJAN PVT ltd.

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ORGANIZATIONAL HIERARCHY
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JOB ANALYSIS

Job Analysis is a process to identify and determine in detail the particular

job duties and requirements and the relative importance of these duties
for a given job. Job Analysis is a process where judgments are made about
data collected on a job.

The Job; not the person An important concept of Job Analysis is that the
analysis is conducted of the Job, not the person. While Job Analysis data
may be collected from incumbents through interviews or questionnaires,
the product of the analysis is a description or specifications of the job, not
a description of the person.

Purpose of Job Analysis

The purpose of Job Analysis is to establish and document the 'job
relatedness' of employment procedures such as training, selection,
compensation, and performance appraisal.

Determining Training Needs

Job Analysis can be used in training/"needs assessment" to identify or
develop:
• training content
• assessment tests to measure effectiveness of training
• equipment to be used in delivering the training
• methods of training (i.e., small group, computer-based, video,
classroom...)

Performance Review
Job Analysis can be used in performance review to identify or develop:
• goals and objectives
• performance standards
• evaluation criteria
• length of probationary periods
• duties to be evaluated

Job Analysis should collect information on the following areas:

• Duties and Tasks The basic unit of a job is the performance of
specific tasks and duties. Information to be collected about these
items may include: frequency, duration, effort, skill, complexity,
equipment, standards, etc.
• Relationships Supervision given and received. Relationships with
internal or external people.
• Requirements The knowledge, skills, and abilities (KSAO's)
required performing the job. While an incumbent may have higher
KSA's than those required for the job, a Job Analysis typically only
states the minimum requirements to perform the job.

Job descriptions are lists of the general tasks, or functions, and

responsibilities of a position. Typically, they also include to whom the
position reports, specifications such as the qualifications needed by the
person in the job, salary range for the position, etc.
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Job Specification
Job Specification is an analysis of the kind of person it takes to do the job,
that is to say, it lists the qualifications. Normally, this would include is an
analysis of the kind of person it takes to do the job, that is to say, it lists
the qualifications. Typically this would include
• Degree of education
• Desirable amount of previous experience in similar work
• Specific Skills required
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Job Description

Job identification

Position title: General Manager Operations

Job Status: Permanent
Job Location: Lahore, Pakistan

Job Overview
The operations manager job description seems vague, it's because many
of an operations manager's core duties are hard to classify. In essence, an
operations manager's job description entails keeping a business running
smoothly. Often, an operations manager will coordinate a larger
managerial staff, facilitating interdepartmental communication and
allocating tasks and resources as needed. Another reason that operations
manager job descriptions tend to be vague is that an operations manager
is responsible for a variety of activities, not all of which come up on a day-
to-day basis. During certain times of year, an operations manager may be
more concerned with budget and goal-setting; during others, he or she
may be focused on business or product development. A good operations
manager tries to anticipate problems and set policies in place to deal with
them when or if they do happen. This leader will develop and implement
standard operating procedures and preventive maintenance programs,
develop and oversee short and long term capital expenditure plans and
will analyze and develop strategies to reduce utility costs.
Duties and responsibilities include formulating policies, managing daily
operations, and planning the use of materials and human resources, but
are too diverse and general in nature to be classified in any one functional
area of management or administration, such as personnel, purchasing, or
administrative services. The operating manager will have complete
oversight of all club operations including golf, golf maintenance, tennis,
fitness, pools, the food and beverage staff and facilities. The Operational
Manager's purpose is to direct all phases of Club operations to provide
quality service and product to Club Members.

Essential Functions and Accountabilities / Duties and

Responsibilities
• Adhere to all of the various written mandatory standards of
operations, policies and procedures, manuals, memos, oral
instructions, etc., all which go to make up the essential functions
• Responsible for setting club goals, both qualitative and quantitative.
Develop business and financial plans for club. Monitor club
performance according to plan.
• Devise and implement actions to ensure club's performance to plan.
• Ensure the club is not placed in a position of liability by acts of
negligence or poor management decisions.
• Ensure all club policies & procedures are adhered to and ensure all
club staff is accountable for compliance of theses policies &
procedures.
• Identify opportunities for Member events, food and beverage
services, golf and tennis operations and recreational facilities that
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satisfy on-going Member needs and implement to achieve revenue

objectives.
• Plan, coordinate, and evaluate the organization, staffing, and
operational activities for the Operations division of club
• Recruit, select and develop a qualified staff of Department Heads to
understand the relationships between value, Member Satisfaction
and Member retention/attrition.
• Select, train, motivate, and evaluate assigned staff; provide or
coordinate staff training and development; work with employees to
correct deficiencies; implement discipline and termination
procedure; assign tasks, projects, and monitor assigned personnel;
work with staff to ensure quality service.
• Facilitate interdepartmental cooperation and understanding; provide
training methods for staff to ensure a positive work environment.
• Identify opportunities to improve operations and service methods
and procedures; assist in the implementation of goals, objectives,
policies, and procedures for assigned areas to ensure quality
service.
• Maintain the vehicle and equipment use plan and complete
inventory of equipment; manage an inventory control system.
• Coordinate and promote services, activities and events with other
club departments, outside agencies and the general public to
ensure successful programming.
• Prepare specifications and contract documents for facility repair and
construction activities and capital expenditures; review construction
and repair projects as needed.
• Respond to and solve sensitive, difficult, or confidential issues as
they relate to facility rental and/or operation.
• Adhere to safe work practices and procedures.
• Attend and participate in staff meetings, professional group
meetings and related activities; attend workshops, conferences, and
classes to increase
• Handle members’ queries and complaints not able to dealt by other
key personnel
• Upkeep cleanliness and maintenance of the club by daily
operational audits
• Plans and implements various indoor and outdoor activities for both
members and guests
• Ensures that the centers physical structure, facilities and equipment
are maintained in perfect condition at all times
• Work to maintain a safe environment for members, employees, and
guests

Supervisory Responsibilities
The GM operations look after the working and performances of the
managers in the concerned fields. He carries out supervisory
responsibilities in accordance with the policies and applicable laws of the
club. He makes it sure that the food and beverage department under his
supervision are working in a healthy environment providing quality based
products and services to the members; Similarly in case of the athletic
department he makes sure that the concerned professionals are not
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negligence of their work and they are meeting the standards of what
members demand from them. Responsibilities also include careful
selection of the professionals, analysis of their performance and proper
orientation to them. Operational manager is also responsible for new
business development, and also ensures the inventory availability via
supply chain manager.

Job Related and Essential Qualifications

Knowledge of:
• Operational characteristics, services, and activities of a
comprehensive multi-events facility.
• Organization and management practices as applied to the analysis
and evaluation of multi-events facility programs, policies, and
operational needs.
• Principles and practices of multi-events facility program
development and administration.
• Methods, materials, equipment, procedures, and practices utilized in
multi-events facility maintenance and repair.
• Principles and practices of crowd management.
• Advanced negotiation skills.
• Principles of supervision, training, and performance evaluation.
• Modern office procedures, methods, and equipment.
• Principles and practices of working safely.
• Fully familiarity with the day-to-day basis dining, sports and fitness
related practices.

Skill to:
• Operate modern office equipment.
• Good practical knowledge of the technologies and best practices.
• Excellent leading and strategic management skills able to inspire
others with vision, drive and energy and orchestrate them to bring
about results.
• Strong people management skills, able to balance interests of
various internal parties
• Previous experience in direct leading a sizeable team is essential.
• Assertive and persuasive, able to win support from others.
• Organized and good at presentation.
• Good spoken English

Ability to:
• Analyze problems, identify alternative solutions, project
consequences of proposed actions, and implement
recommendations in support of goals.
• Communicate clearly and concisely, both orally and in writing.
• Interact courteously and effectively with the public.
• Deal effectively with difficult people.
• Deal with sensitive and confidential matters or situations.
• Plan and organize work to meet schedules and time lines.
• Prepare and administer budget.
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• Provide administrative and professional leadership and direction for

department personnel of dining, sports and fitness center.
• Research, analyze, and evaluate new service delivery methods,
procedures, and techniques.
• Select, supervise, train, and evaluate staff for related fields.
• Exercise good judgment, flexibility, creativity, and sensitivity in
response to changing situations and needs.
• Establish, maintain, and foster positive and harmonious working
relationships with those contacted in the course of work.

Education and Experience:

• Equivalent to a Bachelor's or Master's degree in Business, Facility
Management, or a related field.
• Five to six years experience in club management and operation, in
operations administration and staff management or related fields.
• Thorough and effective understanding of customers’ needs,
competition within the industry, and achievement of competitive
advantage via financial, strategic and marketing issues
Job Description

Job identification

Position title: General Manager Finance

Job Status: Permanent
Job Location: Lahore, Pakistan

Job Overview
Financial considerations are at the root of all major business decisions.
Clear budgetary planning is essential to be able to plan for the future,
both short and long term. In this scenario finance manager develop
strategies and implement the short and long-term goals of the club He
also oversee the preparation of financial reports, and implement cash
management strategies.

Essential Functions and Accountabilities / Duties and

Responsibilities
• Compliance with all applicable laws and regulations, company
policies and procedures,
• Establishment of an effective system of internal controls.
• Administration of the department consistent with established
practices and with the principles of fairness, rationality and due
process.
• Provide professional financial information and strategic advice to
support and manage the company's business growth
• Develop and analyze information to assess the current and future
financial status of firms.
• Establish procedures for custody and control of assets, records, loan
collateral, and securities, in order to ensure safekeeping.
• Evaluate data pertaining to costs in order to plan budgets.
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• Evaluate financial reporting systems, accounting and collection

procedures, and investment activities, and make recommendations
for changes to procedures, operating systems, budgets, and other
financial control functions.
• Oversee the in and out flow of cash
• Plan, direct, and coordinate programs of establishments to control
risks and losses.
• Prepare operational and risk reports for management analysis.
• Communicate with stockholders and other investors to provide
information, and to raise capital.
• Prepare financial and regulatory reports required by laws,
regulations, and boards of directors.
• providing and interpreting financial information;
• business modeling and forecasting;
• monitoring performance and efficiency;
• analyzing change and conducting risk assessment;
• participating in strategic planning, and formulating long-term
business plans;
• researching and reporting on factors influencing business
performance;
• pricing and competitor analysis;
• developing complex finance models;
• assessing the financial implications of new or existing ventures;
• conducting reviews and evaluations for cost-reduction opportunities;
• preparing accounts and reconciling balance sheets;
• overseeing budgetary control;
• monitoring cash flow;
• leading, or working on, projects;
• liaising with other members of the team and across the business;
• Supervising other staff.
• Manage corporate taxation and corporate affairs.
• Streamline corporate policies and procedures.
• Liaison with external and internal auditors.
• Look after all banking matters including
arrangements/enhancement of financing facility etc.
• Monitor fixed assets of the company

Supervisory Responsibilities
Supervises Account managers and finance manager. Carries out
supervisory responsibilities in accordance with the Clubs policies and
applicable laws. Responsibilities include interviewing and training
employees; planning, assigning, and directing work; appraising
performance; recommending for hire, rewarding and disciplining
employees; addressing complaints and resolving problems.

Job Related and Essential Qualifications

Education and Experience:
Incumbent must be MBA & CA with at least 5-year experience in same
position
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Ability to
• Lead and to contribute to the team.
• Proven administrative, leadership and management ability in the
areas of strategic planning and organizational development.
• Ability to devise and implement strategic development and resource
plans, particularly in the areas of service development, staff
development and the management of change.
• Ability to work on own initiative, priorities work, handle pressure and
take day-to-day decisions on the running of the organization.
• Ability to develop, monitor and maintain management information
systems and procedures.
• Ability to undertake fundraising and marketing activities.
• Experience of financial responsibility for a budget, including
experience of SORP accounting guidelines, end of year accounts and
external liaison with auditors.
• Ability to communicate effectively in person, in writing and over the
telephone with individuals and with a wide variety of organizations
and audiences and to research, analyze and interpret complex
information and produce clear verbal and written reports.
• Understanding of equalities and diversity best practice and
legislative requirements in relation to service delivery, business
development and Recruitment of staff and volunteers.

Skills to
• have two to three years experience in Budgeting & Finance
• A Team player
• Candidate should be talented and motivated
• Strong analytical and interpreting skills
• Excellent communication skills, both written and oral
• Hard working
• Basic Knowledge of Computer
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Job Description

Job Identification

Position title: General Manager Customer Relations

Job Status: Permanent
Job Location: Lahore, Pakistan

Job Overview
Country club requires a customer relation manager to gain customers and
also for marketing purposes. Customer relation manager works at various
levels, from head office to the front end of the club marketing and
relational operations. Work might include: helping to develop a customer
service policy for an entire club policy; managing a team of customer
services staff; or handling face-to-face enquiries from customers.
Possible roles vary widely. Customer services manager covers a range of
job titles, including customer care manager, corporate services manager,
relationship manager and customer operations manager. For all of these
roles, customer services managers is expected to understand, meet and
exceed their customers' requirements.
One major operation is to develop quantitative performance measures for
all marketing activities. This includes judicious use of marketing research
to create a database on customers and their behavior. Another element is
that promotional activities at the club were assigned specific goals, and
indices are developed to track prospective customer awareness, inquiries,
and trials. Finally, pricing policies should be revised to enable flexible
programs based on value-added analyses and contribution-margin
accounting.
Ads designed to promote its family-orientation, affordability, and larger
capacity, and to counter the impression that the club was stuffy.
Prospects to be offered gifts like free putters and free rounds of golf. Ad
response measurement by increase in awareness, traffic, and trial
memberships. Ads run in regional editions that cost less because of the
club's more defined customer profile.
Seeking other organizations for clients identification and making corporate
deals for providing services like health centers, cafeteria etc and also
managing and directing sales force for achieving target customer
memberships.

Essential Functions and Accountabilities / Duties and

Responsibilities
• providing help and advice to customers, using the organization’s
products or services
• communicating courteously with customers by telephone, email and
face to face
• investigating and solving customers' problems (these may be more
complex or long-standing problems that have been passed over by
customer service assistants)
• handling customer complaints or any crises, such as security issues
or a customer being taken ill
• issuing refunds or compensation to customers
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• keeping accurate records of discussions or correspondence with

customers
• writing reports analyzing the customer service that your
organization provides
• visiting customers to provide a one-to-one service
• developing feedback or complaints procedures for customers to use
• developing customer service policies and standards for your
organization or department
• meeting with other managers to discuss possible improvements to
customer service provided
• being involved in staff recruitment and appraisals
• training staff to deliver a high standard of customer service
• leading or supervising a team of customer service staff
• learning about your organization’s products or services and keeping
up to date with any changes
• keeping ahead of developments in customer service by reading
relevant journals, going to meetings and attending courses
• Online services etc.
• Business relationships — Interaction with other companies and
partners for bringing more customers(members)
• Plan target-marketing campaigns, conceive business strategies, and
judge the success of CRM activities (e.g., market share, number and
types of customers, revenue, and profitability).
• Sales Force directing
• 'Managing Campaigns'
• Designing and executing targeted marketing campaigns
• Analyzing customer behavior in order to make decisions relating to
products and services (e.g. pricing, product development)
• Customer drift
• Customer trends
• New business development and marketing efforts
• Hired and trained managers, ensured quality service and cleanliness
standards

Supervisory Relationships
Lead and direct the consumer and corporate sales managers, train and
assist customer service assistants and supervising customer relation
officers for 24 hr helpline via customer assistant managers

JOB RELATED AND ESSENTIAL QUALIFICATIONS

Well accomplished and talented professional with solid experience in
areas of customer service, account management, staff training, and
marketing. Areas of experience include food service, golf, and corporate
membership deals. Maintain excellent interpersonal communication,
organizational and time management skills. Equally effective at
collaborating with others to achieve established goals.

Education and Experience

• Typically 6 to 9 years of relevant marketing, brand, and/or
CRM experience.
• Experience in the Interactive Marketing arena preferred.
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• Masters degree in Marketing or related field and/or equivalent

experience.
Skills to
• Process development skills, ability to keep work flowing, minimizing
problems or delays.
• Project management skills, must be able to manage multiple
programs at one time.
• Outstanding relationship building skills
• Effective oral and written communication skills
Ability to
• Deciding and Initiating Action
• Team Working
• Role Modeling Our Client's Way and Values
• Relating and Networking, Persuading and Influencing
• Documenting and Reporting, Analyzing
• Creating and Innovating, Planning and Organizing
• Delivering Quality and Results
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Job Identification

Position title: General Manager Information System

Job Status: Permanent
Job Location: San Francisco, Pakistan

Job Overview
Information systems manager is responsible for the computer systems
within the club, overseeing installation, ensuring back up systems operate
effectively, purchasing hardware and software, providing the ICT
technology(information and communication) infrastructures for an
organization, and contributing to organizational policy regarding quality
standards and strategic planning Information systems manager is also
responsible for the implementation of technology within an organization
and direct the work of systems/business analysts, computer programmers,
support specialists, and other computer-related workers.
All the transactions from membership fees, event budgeting, routine
transactions, day to day accounting operations and many other operations
have to be maintained. The most important function of MIS manager is to
keep a check and ensure proper entry and record keeping of members.
For this managing the data base and the MIS staff. Employee evaluation
for work performance and training requirements
For analysis and decision making installing management reporting
systems and decision support systems these reports contain summary
and information regarding all the operations carried out in the club.
Reporting systems for other company divisions to provide data related
with customers or other operations carried out in the club e.g. providing
inventory control data for cafeteria and other operations. DSS system for
retrieving data for decision support e.g. customer information retrieving
for implementing any business strategy or any marketing campaign by
customer relation manager. Keeping members records by developing a
database for enhancing data flexibility, fast response, lower costs, data
integrity and better management and data security. And proper data
administration for proper retrieval and record keeping.

Essential Functions and Accountabilities / Duties and

Responsibilities
• evaluating user needs and system functionality and ensuring that
ICT facilities meet these needs;
• planning, developing and implementing the ICT budget, obtaining
competitive prices from suppliers where appropriate, to ensure cost
effectiveness;
• scheduling upgrades and security backups of hardware and
software systems;
• researching and installing new systems;
• ensuring the smooth running of all ICT systems, including anti-virus
software, print services and email provision;
• ensuring that software licensing laws are adhered to;
• providing secure access to the network for remote users;
• ensuring the security of data from internal and external attack;
• providing users with appropriate support and advice;
 HRM: Job Analysis24

• managing crisis situations, which may involve complex technical

hardware or software problems;
• monitoring and training new ICT support staff;
• keeping up to date with the latest technologies
• Lead, Train and Manage the MIS Department
• IT Project Management and Activities
• Audit Experience
• Budgeting reports
• Accounts records
• Financial statement compilation
• Payroll
• Portfolio analysis
• Marketing analysis
• Sales tracking
• Inventory control
• CAD
• Employee evaluation
• IT hardware and software Procurement
• IT Support & Administrative
• Technical troubleshooting, fault solution & installation of software,
in-house applications and network
• infrastructure.
• Available to provide 24x7 IT support for other divisions
• Decision support system
• Management reporting system
• Transaction processing system
• Customer record (database management)
• Provide data for prospectus preparation, annual report and other
marketing/advertising mediums.
• Appraise and review staff performance and assess training and
development
Needs
• Managing and developing the website of the club.
• Supervise and line manage MIS assistants, admin staff and
reception staff.

Supervisory Relationships
Administrating the IT manager for managing the database for member’s
data record keeping and maintaining the IT division. Lead and train the
manager administration for ensuring proper flow of information to other
departments for decision support and other operations.

Job Related and Essential Qualifications

Knowledge and Education
• Diploma/Degree in Information Technology
• 6 to 8 years experience in similar role with Hospitality
Background such as Hotels or Country Clubs
• Business Continuity Plan (BCP)
• Cisco Switching
• HP Procure Switching
• IBM and Dell Database and Application Servers
• Linux Servers backup solutions
 HRM: Job Analysis25

• VPNS
• Firewalls
• Microsoft SQL Server 2000 / 2005
• Microsoft SQL Database
• Microsoft Exchange Server 2003
• Microsoft Virtual Server 2005
• Microsoft Windows 2003 Servers
• Microsoft Windows XP
• Decision support system
• Reporting system

Skills to
• Good communication skills
• Strong and broad range of technical skills in Hardware, Software,
Networking, Operating Systems, Applications, Firewalls and Security
Technologies
• Trust-worthy, Ethical, Hard-working, Dynamic, Flexible, Hands-On
and Meticulous
• Bi-lingual in both English and Punjabi ( Written & Spoken )
• Experience of database management and proven background of MIS
• Knowledge of reporting methodologies.
• Experience of data analysis and manipulation.
• IT skills particularly in the use of database and spreadsheets in a
networked environment.
• Good standard of literacy, numeracy and verbal communication
• Ability and experience of staff management.
• Willing to undertake professional development
• Good knowledge of Learning and Skills Council funding methodology
and ability to keep up to date with rapidly changing post 14 funding
environment.

Ability To
• Ability to read, analyze, and interpret common scientific and
technical journals, financial reports, and legal documents
• Respond to common inquiries or complaints from customers,
regulatory agencies, or members of the business community.
• Ability to write speeches and articles for publication that conform to
prescribed style and format.
• Ability to effectively present information to management, public
groups, and/or boards of directors.
• Calculate figures and amounts such as discounts, interest,
commissions, proportions, percentages, area, circumference, and
volume.
• Apply concepts of basic algebra and geometry.
• Apply principles of logical or scientific thinking to a wide range of
intellectual and practical problems.
• Deal with nonverbal symbolism (formulas, scientific equations,
graphs, musical notes, etc.,) in its most difficult phases.
• Master new software packages.
• Lead a team.
 HRM: Job Analysis26

Job Identification

Position title: General Manager Events

Job Status: Permanent
Job Location: Lahore, Pakistan

Job Overview
Event management includes organizing the supply of equipment,
materials and services well ahead of time.
This enables:
• The use of alternatives should any of these prove be to be difficult
to obtain.
• Marketing to be effective with a good ‘lead in time’
• Advertising to be booked well in advance i.e. advertisers sell space
many months before publication.
• People travelling from other cities or regions to organize their
commitments and plan for accommodation, transport or any other
needs with ample time.

Private clients using event managers to plan and implement their event
will often also have pre-set ideas on how it should be run or have very
high expectations. They pay the club to ensure that all their ideas will
work and the event lives up to their expectations. They may also expect
the organizer to come up with a range of innovative and interesting ideas.
This requires skills beyond those of an organizational and management
nature. Party planners conceive, organize, and execute special affairs
such as corporate receptions, weddings, birthday parties and
anniversaries in the club. They custom design an event to suit their
customers' needs and budgets. Party planners, sometimes called party
consultants, assume various responsibilities depending on their clients'
requests. They begin by meeting with customers to determine the type of
party they would like to host and the amount of money they wish to
spend. Party planners listen to clients' ideas and also make their own
suggestions. Party planners often do extensive research and assume all
responsibilities for planning a party, from ordering the food and sending
the invitations to making special parking arrangements. They must also
be present during the event to handle any problems that arise. In
addition, they remain at the club after the affair is over to supervise the
cleanup.
An example may be a birthday party for a very wealthy client; the client
may expect the Event Manager to show an extraordinary depth of
imagination i.e. in the decorations used, the layout of the room, the menu
planning and so on. The wealthy client may want the ‘party to beat all
parties’. Second best may not be good enough. It is wise for the event
manager, irrelevant of the size and nature of the event, to use the
approach: “That’ll do” won’t do!
Event organizer is responsible for the production of events from
conception through to completion in the club. Events can include:
• exhibitions and fairs;
• festivals;
• conferences;
• promotions and product launches;
 HRM: Job Analysis27

• Fundraising and social events.

The role of event organizer is hands-on and often involves working as part
of a team. Event organizer must be able to complete a wide range of
activities requiring clear communication, excellent organizational skills
and attention to detail. They must work well under pressure, ensuring the
smooth and efficient running of an event in the club.

Developing an excellent reputation is the best way to ensure

ongoing work.
Event manager need to have a firm understanding of the event planned
and the reasons for holding it: the What, Where, Why and Who?
What type of event is to be held and what is the budget?
Where is it to be held?
Why is the event being held?
Who is the event being held for, who are the supporters, and who is to be
involved?

Essential Functions and Accountabilities / Duties and

Responsibilities
The event manager plays a critical role in the planning, coordination and
subsequent success of any event in the club. This is a complex task as it
often requires the event manager to assume the role of creative director,
human resource manager, operations coordinator, trouble shooter, public
relations officer, licensee, accountant, health and safety officer, and
master of ceremonies.
Event manager need to be aware of these responsibilities and, as much as
possible, ensure that their event management plans account for the
health, safety and comfort of event patrons and staff, and minimize any
disruption and harm to the community.
The role of event organizer varies depending on the type of event
involved. Typical activities include:
• liaising with clients to ascertain their precise event requirements;
• producing detailed proposals for events (e.g. timelines, venues,
suppliers, legal obligations, staffing and budgets);
• agreeing to and managing a budget;
• ensuring insurance, legal, health and safety obligations are adhered
to;
• coordinating venue management, caterers, stand designers,
contractors and equipment hire;
• organizing facilities for car parking, traffic control, security, first aid,
hospitality and the media;
• identifying and securing speakers or special guests;
• planning room layouts and the entertainment programs, scheduling
workshops and demonstrations;
• coordinating staffing requirements and staff briefings;
• selling sponsorship/stand/exhibition space to potential
exhibitors/partners;
• preparing delegate packs and papers;
• liaising with marketing and PR colleagues to promote the event;
• liaising with clients and designers to create a brand for the event
and organizing the production of tickets, posters, catalogues and
sales brochures;
 HRM: Job Analysis28

• coordinating suppliers, handling client queries and troubleshooting

on the day of the event to ensure that all runs smoothly;
• overseeing the dismantling and removal of the event and clearing
the venue efficiently;
• post-event evaluation (including data entry and analysis and
producing reports for event stakeholders).

Supervisory Relationship
GM events play an important role in planning, coordination and
subsequent success of any event in the club by directing the project and
interiors manager.

Job Related and Essential Qualifications

Knowledge of:
• Set design and construction.
• Interior design.
• Costuming.
• Floral arranging and entertainment.
• Principles and practices of working safely.
• Modern office procedures, methods, and equipment.
• Advanced negotiation skills.
Skills To
• Excellent organizational skills and attention to detail.
• Time-management skills problem-solving skills and diplomacy.
• Strong communication, teamwork, and negotiation skills.
• Sales and/or marketing skills.
• A flexible and adaptable approach.
• Must think strategically and execute under tight deadlines.
• Excellent oral and written communications skills.
Ability to:
• Work late hours and travel.
• Both work autonomously and are a team player required.
• Manage budgets.
• Work under pressure.
• Ability to Prior experience in budget management
• deal with unexpected problems calmly and effectively
Experience and Education
• A minimum of five years prior experience in marketing and event.
Management related activities, financial services industry
experience a plus.
• Project management experience.
• Equivalent to a Bachelor's or Master's degree in Business, Event
Management, or a related field.

Interdepartmental Relationship:
For an organization it is of significant importance that the management remains in touch with
all departments. As all have to be familiar with the current financial position, and all the
processes going within the club, so there exists a relation between all the members.
The operational manager requires MIS to gather and provide data for decision making and
new products or services. Customer relation brings new clients for events and club services
and operations and CR work together for studying customer needs for business development
 HRM: Job Analysis29

and growth. Similarly financial analysis, reporting and budgeting reports maintained by MIS
on request of Finance division.

Future Prospects