DEDICATED

This Venture is dedicated to my parents and teachers. Who empowered and empowering in our education.

MAJID BHUTTA & ILYUS SINDHU

ACKNOWLEDGEMENT

He who follows my guidance, no fears will be have nor will be grieves. Verily, we have revealed the book to thee in truth, for instructing mankind. He that receives guidance benefits his own soul. But that strays, injures his own soul.(39: 41). All our humbles thanks almighty Allah, and his Prophet Muhammad (PBUH) who gave his courage to follow his path. Special thanks to MBA report which opened doors of knowledge and wisdom to our. And our sincere gratitude to dearest teacher Pro N A Jaffery. We also owe a great respect seniors of Avari Hotel who inspired us and provide us a all the information. Thirdly, we owe thanks to my Brother Abdul Basit Bhutta who refer us to the GM of Avari Hotel.

CONTENTS
Sr.
1. 2. 3. 4. 5.

Topics
Introduction

Page #

Organizations Name Avari Hotel .... History of Organization.. History of Lahore Avari Hotel. Organizational Chart. Organ gram of the company . Structure of Sales Department GM. Director of Sales and Marketing .. Sales and Marketing Manager.. Sales Manager .. Regnational Sales Manager .. Assistant Sales Manager ......... Sales Man .. Selection . Size.. Responsibilities of Sales Management ........

6.

Recruitment of sales officers..

7. 8. 9. 10. 11. 12. 13. 14. 15.

Job Description ... The role of Sales force people .. Training , Recruiting of sales people.... Territory or Customer Management.. Bases for allocation of Sales Target. Performance appraisal method . Promotion Polices .. Reward on achievement of objectives . Compensation Plans

INTRODUCTION
NAME OF ORGNIZATION
The name of our selected organization is Avari Hotel. Avari Hotel is an organization which has many branches in many within the country and outside the country, like Karachi, Lahore, Jhelum, and outside the country like Dubai. But we have selected its Lahore Branch. That is VARI LAHORE

History of AVARI HOTEL.

When 27 years old Dinshaw Byarm Avari stepped into the dusty part town of Karachi in 1929, little did he realize that he was embarking upon a full of challenges? He could foresee the situation and then make up his mind. If he was sure about be positive outcome of his venture as he was going to take the risk. That is why despite warming notes by friends and advisors; he went ahead with his pet project The Luxury Hotel in 1947. it was understood, there would be scope for a first class hotel in the pervious Capital city of a newly found state and the expanding population with the arrival of refugees from across the border, through people were optical about the setting of hotel in the marshy and barrens lands bordering a creek. Begging with the 35 rooms and tents the palm fringed beach luxury grew into a 150 room plush hotel, complete with banquet hall, swimming pool and other such grand facilities. Karachi had its first luxury hotel. At the same time Dinshaw Avari acquired the park luxury hotel in Lahore, this hotel was late rebuilt by Avari Hotel in Lahore, and this hotel was late rebuilt by Avari hotels to meet the modern requirement and contracted out to Hilton. In 1988, it was taken back from Hilton. It now has a franchise arrangement with Ramada Renaissance Chin of Hotels. Standing among other historical landmarks in the Mall road, this hotel has emerged as the favorite meeting place or businessmen and landlords of intellectual and professionals. The Lahore Hilton which was founded on January 3,1978 is dedicated to late Khorshed Avari, the wife of Mr D B Avari to translate into reality his cherished dream of setting his unique traditions in the hotel industry. The Avari tradition in hotels is being meticulously carried out by Mr Byram Avari, the son of Mr D.B.Avari after the death of his father. When Hilton Lahore was started in 1978. there was only restaurant names KIMS later on continental restaurant Fort Grill was found. After two restaurants a banquet hall named Khorshed Mahal was built. In 1991 Bar B Q restaurant Tollington was started. In 1995 Chinese restaurant Dynasty was opened. In the same year Avari Dubai was opened. In 1996 Dinshaw banquet hall Avari , Chanab, Jhelum were inaugurated. In 1998, a unique change launched in Avari Lahore only, Japanese restaurant Fujiyama was inaugurated. At present there are six restaurants in Avari including lobby. Sameovar Language, two spacious banquet hall & three function rooms. There are total 185

room including standard rooms, business class and presidential suites. There are 45 suite & rest are standard rooms.

The history of Avari Lahore

Avari Lahore is beautiful constructed and ideally located in the heart of down town business Center of Lahore. It is located on the main road of city, Shah-rah-e-Quaid-e-Azam, formerly known as The Mall. It is surrounded by informal gardens and has pleasant view from several of the public areas. There are hanging gardens on each of its five floors. The hotel has 186 spacious, comfortable and attractively decorated guest rooms. It also has extensive meeting and convention facilities. The main faction hall, Khurshed Mahal has a capacity of 900 persons. Sutlej, another Hall, has capacity of 750 persons. Kunhar Hall can accommodate 400 persons; however function rooms can serve up 150 persons at a time. Besides these halls Dinshaw Mahal has a capacity of 750 person.

ORGANOGAM OF THE COMPANY

SALES DEPARTMENT CHART

GENERAL MAMAGER

Director Sales & Marketing

Sales & Marketing Manager

Sales Manager

Regional Manager

Assistant Sales Manager

Sales Man

Sale Department Manageing Style

The Management style in the sales Department is very cool. There does not seem to be the typical formal relationship at boss and subordinate. There is no interference by the bosses in the daily routine of their subordinates. It is, however, checked whether the set target is achieved or not at the end of the month. Also there are a lot of verbal appreciation to the subordinates by the bosses. As far us stress and strains in the department are concerned, the work is done in very relaxed manner. One of the reasons is the AVARI is enjoying its bloom times and the department of does not need to work much to yet business. However the sales manager would thee much strain in gas one of their customers companies needed room and there is no availability. In such case, the Front Office Manager is required for there always are some spare rooms for emergency needs. Moreover if the companys guest respective sales managers are reasonable for it. Also it is the company is not paying the dues on time. The sales manager is asked, I avoid such tensions, the sales manager does a complete homework and takes necessary action. He makes sure that the guest is coming over and over gain.

General Manager:
The General Manager responsible for the successful operation of his Hotel, He has the authority to make decisions in order to maintain optimum efficiency in operations and public relations. He is assisted by a team of experienced Department Heads; each heading a diiferent areas of operation. Most of the departments have more then one sections. They will now berifly discuss the functional activities of these departments. All these activities have one common objective to provide the best possible accommodation and service to our gusets.

Directors of sales & marketing :

The director of sales and marketing motivates his department in his own way. He sets the monthly target of getting the business called as the occupancy targets and if met it is celebrated in a very casual way. Since the company is enjoying it monopoly as far as the product is concerned the department achieves its targets very easily. According to the director Product wise we do not have any competition but hotel wise we do

Sales Manager
The function of the sales Manager is that they goes to different companies and try to convince them that they should prefer Avari over any other hotel. For

that purpose frequent meeting of the managers with the director takes place/ Companys list is formulate especially including multinationals. These companies are to be visited fortnightly.

Barging Manager
The Barging Manager in a business of new company is responsible for that company including the on time payment.

Responsibilities of Sales officer

The sales Department are responsible for soliciting business in a profitable manner by creating awareness of all the existing services and future promotions to the potential clients. It is the direct contact with valued clients before and after the use of the facilities available in the hotel. The primer aim of sales department is to build personal relation and contacts with all the clients to fulfill their requirements at any given time and any cost. There are many responsible which the sales people pay his as a duty: To build the contacts with clients Soliciting business in a profitability manners Booking of rooms To check the occupying status To check the record of booked rooms

Most of the bookings are made through faxes but some are made directly through telephones as well. While booking a room for a guest on telephone, some specific details have to be recorded like. o o o o o o o o o o o o Name of client Complete address Ph # Res/office ID card # Company name (if has) Company status Companys name if any Date check-in & check-out Flight # if pick and drop is required Which wing of the hotel is required Which category of room is required The person who is getting the room booked

For how many nights, the guest will be staying

It is the responsibility of sales people that give the benefits to their clients to attract more and more clients for their easiness.

Responsibility
Be Positive in your attitude: Take time consider the people you are working Show Recognition Eye contact Listen Make conversation with the Guest If you cannot help personally Never blame or criticize another member of staff If a guest is waiting for you and you are busy If a guest complains Dont argue with the guest, ever If you cannot give a guest what he wants Always try to develop a spirit of team work Use My Pleasure whenever being asked or during conversation with guest.

Be Positive in your attitude: Remember that you are a part of a team and your attitude will affect the functioning of the rest of the team. It will also affect the way in which the guest reacts to you. Take time to consider the people you are working With your team work at making it a happy and efficient one both you and the guest will benefit from it. It will also make you feel better and you will notice it has a very positive effect on those around you. Show Recognition It will make the stay of your guest at AVARI Lahore more personal one and it will make them feel more important. Eye contact Always look at people when speaking, do not be distracted by what is going on around you. Listen

Listen carefully to your guest and it is your responsibility to understand his require because it is your duty to solve the problem till 99%. Make conversation with the guest Dont be shy to sell the Hotel facilities your recommendation will be appreciated. If you cannot help personally If you cannot help personally then refer to some one other. Never blame Be proud of you work and colleagues and make them feel proud of you. If a guest is waiting for you and you are busy: If your guest is waiting for you but you are busy, in this case you must be with him soon as possible. If a guest complains If a guest complains and call you for the solution of matter but you are unable to deal with the matter, refer to your supervisor immediately. Dont argue with the guest, ever. Always apologize for inconvenience Always apologize for inconvenience borne by the guest, as it will mitigate his annoyance at once. If you cannot give a guest what he wants: If you cannot give a guest what he wants, thanks if you can offer a reasonable alternative. Everybody will work like a salesman. Always try to develop a spirit of team work among your colleagues. Remember sharing work makes the job easier. Use My Pleasure whenever being asked or during a conversation with the guest.

10

Recruitment of sale officers/ Selection Size

The management of AVARI HOTEL is very sensitive and conscious about the selection, training and recruiting of employees, because it is very important for any organization. AVARI HOTEL management first of recruit from there organization on the following bases 1. INTERNAL HIRING ( In house hiring) 2. EXTERNAL HIRING (Outside the Org)

INTERNAL HIRING (In house hiring)

Internal hiring means that, sales person hiring from within the organization and that is depends on following requirements: Experience Qualification Job record

If there is any sales person who fulfills these requirements, he is able to take stand on that responsible post. Then organization gives the chance. But if there is no single person who has no ability to fulfill these requirements, management cant believe on approach, because they well know their repute in the world GOOD WILL. So they try firstly to promote their person because an organization person can well known their rules and regulations and he or she can work well if has ability. But if they no single person who fulfill their job requirements, then AVARI HOTEL management use following ways

EXTERNAL HIRING
External hiring based on the sales person hiring from the outside of organization and that depends on following ways: Advertising on Personal Contact Unannounced Hiring

Advertisement:

11

AVARI HOTEL management use this way for every post but especially for Sales Department they use this because sales people are very important for the well Repute. So they give the advertisement in many News Papers. They have requirement of sales person is minimum F.A as a salesman. Personal Contact They use also personal contact but if he or she is able and have experience. Sometime they call sales person from other hotels. Who have ability and going good on the hotel market? Unannounced Hiring Unannounced hiring means that, sometime people take their CVs in sales departments for sales job. When organization need the sales person sometime use this way.

12

Role of sales force in an organization

The sales and marketing department of Avari Hotel, is always active in hunting business for the hotel. It has two main sections: Sales Department Public Relationship Department.

Sales Department:
Sales department consists of the Director sales and marketing, a number of sales managers, a sales coordinators and a sales secretary. The sales department is responsible for soliciting business in a profitable manner by creating awareness of all the existing services and future promotions to the potential clients. It is the direct content with valued client before and after the use of the facilities available in the hotel. The primary aim of the sales department is to build personal contact with all the client to fulfill their requirement at any given times. Most of the bookings are made through faxes but some are made directly through telephones as well. While booking a room for a guest on telephone, some specific details have to be recorded like: Names of the Guest Companys name if any Date check-in & check-out Flight # if pick and drop is required Which wing of the hotel is required Which category of room is required The person who is getting the room booked For how many nights, the guest will be staying Mode of payments which may be any of the following : Self Cash / Credit BTC (Bill to company) Telephone and fax numbers

Through the pick and drop services are complimentary; certain conditions apply to this facility. If the guest is arriving or leaving on regular times, hotel car is used but if the timings are odd like late night or early morning the guest is charged and the car used for this purpose is called guest car.

13

The sales department is responsible for promoting the hotel, attracting guest and creating sales promotion, these projections affect the workload and thus the staff requirement of the other departments. A large staff is required during the period of high occupancy but a smaller staff needed when the occupancy is low. One of the most responsibilities of the sales staff is to create and manage group sales. The sales Department is also responsible for planning and executing promotions to promote food a beverage sales. The main activities of sales Department are market research, advertising planning group sales and public relations. Depending on the size and market emphasis of the hotel. The sales staff may consist of one person or two. Regardless of size , the sales department of every hotel has three important mission: The main role of Avaris Sales Department are, 1. Attracting new customers 2. Motivating previous to return. 3. Internal service to existing guests Apart from the sales department, all hotel employees have an important role from the door attendant to a housekeeper. Every one who comes and contacts with the guest has a direct influence on the quality of the quest stays. A poplar saying in the marketing circle is that the Best form of promotion is the satisfied guest.

Advertising
Is any paid activity that promotes property, sings, television, commercial, newspapers, magazine, advertisements, posters, displays, and specially media such as pens, match box covers and stationery all seeks to spread awareness of the property names. Locations benefits.

Public Relations:
In any unpaid activity that promotes the property, press release, speeches to civic organizations and charity sponsorships are examples of public relation activities.

Sales Promotions:
Refer to the development of tools aimed at supporting the efforts of sales department. Promotional videotapes, slid presentation, and company newsletters are examples of sales promotion tools.

Personal Selling:
Personal selling is one of the most visible aspects of promotion, the efforts of employees to persuade customer to buy. Sales promotion, rate quotation and business lunches are example of selling.

14

Training, recruiting of sales people.

As we know that AVARI HOTEL provides service in hotel and restaurants. In this organization sales people cant work as other sales people. They trained especially to serve to attract to the customers by their well attitude and serving style. They trained their sales officer or salesman according to their job and they want to take work according to following two Categories 1. Customer 2. Hotel Management

What the guest Expects from You

The most important person you are dealing with in the course of the day, either directly or form behind the scene is our GUEST. His well being and satisfaction is our foremost duty and our goal. Without thats we have no reason to be and to remain in our respective position. Our hotel is a home for them, away from his own home an he expects to receive more than just the basic service he is paying for.

What Management Expects From their Employees.

The management is working with each other for the common goal of providing our guest with impeccable services to provide a most comfortable stay with us. Since they have 500 employees striving for the same goal. Rules and regulation have been established and are meant to be followed. The service should be as good as it was yesterday and will be tomorrow. Remember all polices, procedures and rules are made for the customers service and convenience.

15

erformance Appraisal Methods

Avari Hotel believes and practical the policy of Promotion from within Most of staff has advance from the lower position. There are many opportunities for advancement for those who care for a little more, a little better service and those who accept the challenges in their work. By constantly learning more, developing your skills, professional knowledge, and work habits, you maybe able to eventually take advantages of these opportunities. Every year your supervisor and department Head fills in an Employee Appraisal Form on their performance thus ensuring that no one is overlooked for promotion. New Employees: All new employees will appraised by their Department Head and the Training Manager after first 3month of services to ensure that achieve a satisfactory standard of services, hospitality and attitude. All employees must complete a satisfactory training programmed during this times. Transfer Within The Hotel: The AVARI HOTEL management has method of appraisal that you start in one department does not mean that you must remain there indefinitely. If you show an aptitude and if you are considered suitable for transfer, they may be transferred to another department. For the further details contact personnel Department. Transfer Within the Company: AVARI HOTEL give you the opportunity of transfer to other hotel of the company. To do this the employee must have develop their skills to a high level. If they are interested in a transfer within the company hotels, they should discuss the matter with personnel Manager for other requirements. Pension After having completed the probationary period successfully, you become eligible to join pension scheme through Employees Old age institution. Further information regarding this can be obtained from Personnel Department. Our Associations : The management of your hotel will ways be ready to help you to the limits of its possibilities by giving to their employees. Good working conditions and a

16

close relationship between our company and its employees are always one of our chief concerns.

Promotion Polices
There are many criteria to promote a salesman that are as follow Service Limits Qualification Recommendation DPC (Departmental Promotion Committee).

Details: Service Limits:

According to these criteria they have a rule to promote a person when his of her working period is 3-5 years. Then he has chance of promotion.

Qualification:
In this method, qualification means that promo table person has ability of promotion or not for the next post because it is compulsory to know that he has ability or not to work and take more responsibility. If he or she has qualification according to his previous report then he will promote otherwise not.

Recommendation:
In the confidential report the senior person recommend that he or she has is suitable or not.

DPC:
Avari Hotel has also a departmental promotion committee that approved to promote or not.

17

Rewards on Achievements of Objectives

AVARI HOTEL believes that employees hard working can be done when they have encouraged by the management because when employees receive even a single WORD of good or well, they feel happy and try to work more and well as before. AVARI HOTEL management also believe on that also, reward must be in shape of Rewards Appreciation Certificate Promotion Incentive Increase salary Cash Umra Visa

They have many other awards for their employees which work hard and give the excellent Performance that are following: Awards Service Award Courtesy Award

Service Award:
AVARI HOTEL Lahore recognizes longevity of employment with the company by awarding 5,10,15,20 and 25 years services awards.

Courtesy Award:
Every month, an employee is chosen for this award for showing outstanding courtesy to the guests. Recommendation for the courtesy award is made by the Department Heads and finals selection is done through voting. Similarly every year two supervisor are chosen for this award.

18

Territory or Customer Management

AVARI HOTEL is a serving organization that provides service in shape of hotel (room) and food. The salesman of this organization has no other territory outside the hotel. The management gives the territory within the hotel.

Customer Management
The sales department of AVARI HOTEL make the contacts with the organization like Air Lines and other well repute organization because like the Air Line, Sometime they cancel their fighlit in any emergency case than they take the service from Hotels for the staying of passengers. The sales department have the contacts with their regular customers , they attract them by following points Birth day wishes or Anniversary of organization ( They sent gifts) Special Days (EIDs) (They sent Gifts)

They have special budget for this business strategies ( 20,00,00) annual.

19

Compensation Plan
The management of AVARI HOTEL has well known that sales compensation plan is an essential part of the total program for motivating sales personnel. A compensation plan plays three roles To provide a living wages To relate pay to job performance To demonstrate the congruency between attainment of company goals of Individual sales persons. Avari Hotels sales men not work sales in the market they work only within the hotel so they have no other types of compensation rather then STRIGHT SALRY It is simplest compensation plan under it supervisions receives fixed sums are regulars intervals. There is no commission system no salary plus commission system but they compensate to their employees by giving straight salary and following compensation plans Times Holidays Sick leaves Personal leave

Retirement Programs Social Security Pension plan Insurance & medical Physical Examination Dental Examination Life Insurance Misalliances Meal (in working time twice)

20

Discount (in hotel and restaurant foods)

All these compensations are provided by AVARI HOTEL to their employees. Management wants to get good performance by their sales men so on this point of view they provide them more and more compensation. Avari Hotels sales men are not for the work of market they work in hotel. Although they companies provide the basic sales compensations like salary, commissions,. Bonus or some compensation thereof) should be in amount large enough to provide the living wages and sufficiently flexible to adjust for changes in job. A compensation of types available to sales personnel. Although AVARI HOTEL is not providing such that compensation which are provided by the other companies that have been write in last paragraph but their compensations plan is much attractive and beneficial for the sales man.

21

22