PEARL CONTINENTAL HOTEL

Slogan of PC Hotel Rawalpindi “Focus on making things better not bigger”

ACKNOWLEDGEMENTS
“Starting with the name of ALLAH the most beneficent and the most merciful, whose blessings are abundant,and favors are unlimited.” As a mater a fact, people tend to forget those who are behind there achievements and have stood for them whenever they need assistant. Our gratitude1 will be meaningless if we are not grateful to almighty Allah for his kindness upon us. His benevolence and blessings have made us capable.

FOREWORD
There are several information and related issues at hand for PEARL CONTINENTAL HOTEL.Our primary importance is the oral communication skills with in and out side the organization the and the human resource department that has the capability of performing functions such as: Job analysis, recruitment, training and development, performance appraisal, setting compensation policies and providing safety and health to their employees. This report covers all the aspects of oral communication skills and the human resource management concepts presently applied in PC. On the basis of observation it has been extracted2 that Human Resource in PC is highly motivated due to the perfect conditions provided to them.

1 2

The quality or feeling of being grateful or thankful. To get, pull, or draw out.

TABLE OF CONTENTS
Introduction…………………………………………... 1 Vision and mission………………………………….. 3 Dominant features…………………………………… 4 Hierarchy……………………………………………… 5 Study regarding external clients…………………. 8 Survey requirement for clients…………………… 12 Medium of advertisement…………………………. 14 Structure of human resources department……. 16 Communication skills at the time of hiring…….. 18 Conclusion…………………………………………… 20 Bibliography…………………………………………. 21 Annexure……………………………………………. 22 Corporate profile…………………………………… 23 Gross room revenue………………………………. 25

2

PEARL CONTINENTAL HOTEL, RAWLAPINDI
INTRODUCTION
Parent organization Owner : Pakistan Services Ltd (P.S.L) : Mr. Sadrudin Hashwani

Director H.R Employee strength at PC: Approx.

: Malik Nadeem Ahmed : 1100

Just ten to fifteen minutes drive from the airport, pearl continental hotel is situated right in front of Signal Officer’s Mess and the road on which it exists is known as Mall road. The PC Hotel is the city’s only deluxe hotel, which attracts the local and foreign travelers in style. The hotel’s 200 guest rooms, with the exclusive suites, deluxe suites and the presidential suite, have been tastefully decorated, well designed and provide the guests with all the facilities and comforts, such as 30 satellite channels, 24 hrs in-house movies, international direct dialing, mini bar & exclusive electronic safes . In order to meet all the needs of the guests, the added facilities are also provided like for example, a mosque, airport pickup services on request, laundry, flower shop, travel agency, car rented service, valet parking, house doctor, authorized money changer, beauty salon for ladies & barber shop for men.

3

The hotel boasts of a number of excellent restaurants while the Banquet Halls, all of which could be divided into three sections each, are equipped with the latest audio visual facilities, which include video projection system, overhead projectors, slide projectors, & audio recording equipment, which aid in making the meeting/seminars. The guest can also avail the hotel’s recreational3 facilities such as the swimming pool, tennis court & the exercise room. These following services and facilities are available to guests at PEARL CONTINENTAL RAWALPINDI: Laundry/Dry Cleaning Parking Airline Offices Bookstore 24 Hour Room Service Jewellery & Gem Shops Car Rental Baby Sitting Travel Desk In-House Doctor Florist Business Centre Pharmacy Authorized Money Changers

The HR department is headed by Malik Nadeem Ahmed in PEARL CONTINENTAL HOTEL Rawalpindi.

VISION
“We’ll open the doors; you’ll see what’s in store.” We feel pride in making efforts to position Pakistan in the forefront of the International arena.

MISSION
“Our mission is to be the hotel recognized as the leader in the industry in any aspect. We are committed to train and develop all our staff members allowing them to grow in their careers and provide services and standards which exceed guest expectations.” The mission statement clearly shows that it aims at becoming world-class leader in the service industry. It also shows that the management at PEARL CONTINENTAL HOTEL believes in an exceptional workforce to provide world-class service to their customers. They want to ensure that not only they satisfy their customers but also delight them.

DOMINENT FEATURES OF PEARL CONTINENTAL
3

A pastime, diversion, exercise

4

Pakistan Services Limited (“PSL”) was incorporated in 1958 as a Public Limited company and is quoted on Karachi Stock Exchange since 1964. The primary business of PSL is hospitality. It initially operated under the management of Inter Continental Hotel; however, when Hashoo Group acquired PSL in 1985 it changed the name of the Hotels to PEARL CONTINENTAL HOTELs and became the largest and oldest five star hotel chain of Pakistan. In October 1985 all the Inter Continental hotels in Karachi, Rawalpindi, Peshawar & Lahore became the PEARL CONTINENTAL HOTELs. Another pearl was added to the chain in1992 at Bhurban. PEARL CONTINENTAL HOTELs is the first Pakistani chain which has achieved excellent international standards of services, quality and product. Other dominant features are,


    

First five star hotel in Pakistan. First started with four hotels. History of hospitality. Providing remarkable services from 1967 to till now. Islamic culture as compared to other competitor. After launching a hotel in Dubai it becomes an international hotel.

SURVEY REGARDING ORAL COMMUNICATION
Since PC Hotels are a part of the service industry, the HR element of the organization is fundamental4 and carries a great value. We interviewed Malik Nadeem Ahmed who is the HR Director at PC Rawalpindi regarding the role of oral communication flow with in and outside the organization. He provided us with his valuable time to brief some important aspects communication practices in PEARL CONTENENTAL.

SECTION1.
4

A foundation or basis

5

HIERARCHY/COMMUNICATION FLOW

OR Pear

Open door system:
6

There is a open door system in Pearl continental hotel .in open door system if an employee will have a problem he/she will directly come to the Manager of the department .their is no restriction between the lower level staff and the managers.

Bottom to top communication:
There is a top to bottom communication flow in pearl continantal hotel. if a low staff of any department have a problem within the organization he/she will directly report to the supervisor of that particular department and supervisor tries to solve that problem ,if the problem is difficult then the supervisor will go up step by step.

Top to bottom communication:
From top to bottom communication there are instructions and orders which flow down wordly.This is the flow of orders and restriction from top to bottom in any department. The flow of instructions from top to bottom of pearl continentals HR department is given below:
Director Human Resource

Human Resource Manager

Human Resource Officer

Training Manager Time Office Supervisor

Cafeteria Manager

7

Horizontals Communication:
There is no horizontal communication flow in Pearls continental hotel.

SECTION2. STUDY REGARDING EXTERNAL CLIENTS
The purpose of the conducted study is to evaluate the decision making process and its implications; all five stages in the decision making model (problem recognition, information search, evaluation of alternatives, purchase choice, and evaluation of outcome) are equally important in finding out what Consumer want and how they behave in this situation.

INFORMATION NEED
For external clients they require whole bio data specially identity card.due to the current situation they are more concentrating towards the security of there hotel as well as there clients.

BUYING BEHAVIOUR

8

This survey aims to asses the behavior of PEARL CONTINENTAL HOTEL consumers as well as to determine what characteristics and facilities are most important in making this high involvement purchase.

To summarise
• There are five stages of consumer purchase behaviour • Problem/Need Recognition • Information search. • Evaluation of purchases. • Purchase decision. • Post purchase behaviour. • Culture has an impact on the company. • Marketers should take into account Maslows hierarchy of needs. The research revealed that majority of hotel customers are business travellers. The attributes to be most important to customers of five star hotels are price, cleanliness, and convenience of location that are to be focused by the hotels in their future decisions. Moreover we provide      Consumer’s Satisfaction. Customer is king. Availability of each and every facility. Consumer’s privacy. Good, polite and desired services. Special staff for dealing with foreigners who’s language is other than English.

INTEREST
Broad issues that the Consumer Interest Forum works to advance include: Outreach and networking: They build stronger relationships between consumers and organizations to:

9

Increase standards awareness among consumer representatives,

including increased participation by government, consumers, business, and trade associations.

They build dialogue on key issues by providing a primary forum and

information source on consumer interest issues related to voluntary standards and conformity 5 assessment.

 

They develop effective information exchanges among consumer

professionals. Provide consumer a facility to give their feedback.

Policy development:
Facilitate enhanced consumer interest participation throughout their service process and organization.

Consumer participation:
Encourage consumer participation in the development of standards for consumer products and services to identify and meet consumer concerns and needs.

AGE GROUP
People lie in age group of generation X are the consusumers of PEARL CONTINENTAL.

Generation X
Householders born between 1965 and 1976 (averageage of 30) represent 21.7% of the market. This segmentis characterized by new careers launched and families started. Their spending priorities are more serious than those of Generation Y and are diffused among food, housing and transportation. As their lifestyles are busy, this segment spends significantly more than

5

Action in accord with prevailing social standards, attitudes, practices.

10

others on personal services such as domestic help and babysitting. They are also big spenders on their kids.


It includes working class. CEO’s, Managers, Company’s executives etc.

GENDER
Pakistan’s economy has not sustained the growth rates required to reduce the country’s dire poverty. Today, nearly 40 percent of the population lives below the poverty line, an increase from a decade ago. Several factors contributing to Pakistan’s disappointing economic performance are well known:

   

Excessive defense spending at the expense of human capital development Weak governance, Corruption, instability, Sectarian violence and the draining6 Kashmir conflict.

Another factor which has received less attention is Pakistan’s persistent, and in some cases growing, gender disparities. The critical link between the status of women in society, particularly literacy levels, and a nation’s economic growth is now well understood. The low socio-economic status of women in Pakistan is beginning to be recognized as a potentially significant drag7 on the country’s growth. However, within PEARL CONTINENTAL there is no gender discrimination. There consumers belongs to both the genders and they pay equal importance and attention to both.

6 7

To draw off gradually or completely Action, or advancement.

11

SECTION3 SURVEY REGARDING INFORMATION REQUIREMENT FOR INTERNAL AND EXTERNAL CLIENTS:
INTERNAL CLIENTS
Most of the stake holders are internal clients of PEARL CONTINENTAL, and some of them are listed below,       Board of directors Employees Management Suppliers Lenders Regulatory authority

12

 

CBR(Central board of revenue) SECP(Security and Exchange company of Pakistan)

To attract the internal client PEARL CONTINENTAL provides 50 percent discount.

EXTERNAL CLIENTS
Mostly the external clients of PEARL CONTINENTAL are,         Corporate clients Pharmaceutical companies Embassies PIA Development sector Cell phone companies Executives and Managers of different companies Foreigners

Here the question arises why the external clients select only the PEARL CONTINENTAL in the presence of other five star hotels? The most dominant reasons are,        History of hospitality. They provide tradition wise in different provinces. After launching a five star hotel in Dubai it becomes an International Five star chain. For PEARL CONTINENTAL clients are the king. Low prices as compared to competitors. PEARL CONTINENTAL have Islamic environment as compared to others. 10 percent foreigners,90 percent Pakistanis. Majority is priority.

13

SECTION4 MEDIUM TO REACH ITS CLIENTS
According to the Director HR, It is a five star chain and a well known brand. We don’t need to tell the people about us. There is no print and electronic media advertisement like others do. We put our selves at some level means we have a very high standard, and we are not doing any sort of road advertisement , because we don’t need that. We have corporate level clients, for capturing those there is no need of such advertisements. To give information regarding our different packages,   We show our packages on billboards with in PEARL CONTINENTAL boundary. Broachers for those who came hare on different functions.

14

Electronic media with in PEARL CONTINENTAL. TV’s are placed at different places with

in the hotel.

WAYS OF REACHING TO EXTERNAL CLIENTS
According to the Director HR we have our sales department just to enhance our sales. Each sales manager have 15 to 20 register companies like,          Pharmaceutical companies Embassies PIA Development sector Cell phone companies Yamaha Needo Nestle Unilever

And they should keep on visiting to those companies. Sales department managers deals with all the five star business in the market. We are having our regional offices as well for sales management purposes purposes. If a company wants to launch a new product or wants to conduct an annual function our regional offices refers them to different hotels according to there largess of function and capacity point of view.

15

SECTION 5 STRUCTURE OF HUMAN RESOURCE DEPARTMENT AT PC
DIRECTOR HUMAN RESOURCE

MANAGER HUMAN RESOURCE

16

HUMAN RESOURCE EXECUTIVE

ADMINISTRATION OFFICER

ADMINISTRATION SUPER-VISOR

OFFICE ASSISTANT

OBJECTIVES OF THE HUMAN RESOURCE DEPARTMENT
      Job analysis Selection Recruitment Orientation Training Review benefits

17

HIRING PROCESS
HR Department plays a vital rule in hiring process.

RECRUITMENT AT PC

Employment planning & forecasting

Recruiting: Build a pool of candidates

Applicants complete application form

Use selection tools; tests to screenout

Candidate becomes employee

Director or department head interview final candidates to make final choices

JOB SPECIFICATION
Once you are aware of the type of person you are looking to fit your job vacancy, you can now design a "Job Specification" profile. In PEARL CONTINENTAL HOTEL, the job specification includes:    Qualification of employee Experience of employee Training or development needed for the particular job

18

 

Personal attributes required for the job Interpersonal skills and communication skills.

COMMUNICAION SKILLS AT THE TIME OF HIRING
At the time of hiring the importance of communication skills differ with the post of the employee and the job situation. There are two types of employees with in PEARL CONTINENTAL, For both the education and communication skills requirement is different.

1)

In front of the house

In front of the house has to communicate with the clients, it includes,  Waiters Sales managers Receptionists Duty managers Supervisors Departmental trainers

 
  

For waiter we demand at least inter person, because inter person have the idea to understand and ability to answer the client. Waiter’s have no prolong8 communication is limited from yes! To no. Sales managers have a lot conversation on daily basis, he should have to be fluent in English, should also have dynamic communication skills. Receptionists have to give information to the customers, and there conversation is much more as compared to the waiters. They are selected on the basis of there communication skills.
8

Extended

19

Duty managers, Supervisors, and Departmental trainers have direct conversation with the clients and as well as employees, so command in communication skill matters a lot for there recruitment.

TRAINING & DEVELOPEMENT
Steps used for the training and development of employees at PEARL CONTINENTAL HOTEL are as follows;   They provide training their employees on the job and also off the job. In Pakistan very few organizations are able to provide trained workforce for the hotel

industry in accordance with international standards.  The human resource department of PEARL CONTINENTAL HOTEL has to recruit and

select the untrained candidates and train them according to their own needs.  PC hotel also use different Training centers at locations like they send their employees

out of country for training.  Safety training is also provided to the employee.

2)

Back of the house

For back of the house communication skills are not so much important, because they don’t have any sort of communication with the clients of PEARL CONTINENTAL. It includes,     Production department. Engineering department. Laundry department. Cleaning department.

20

Security department.

CONCLUSION
After a thorough study of all the departments of PEARL CONTINENTAL RAWALPINDI we can conclude that PC is a huge name in the hotel industry and its Human Resource Department and other departments are working dynamically to pursue its organizational goals. This project has given us the realistic view of how the oral communication practices are followed in any huge and high level organization.

BIBLOGRAPHY
REFERENCES
Malik Nadeem Ahmed Director Human Resources
 Mobile:+92 (300) 5003674 E-Mail: nadeem.malik@hashoogroup.com

21

Website:www.pchotels.com

Abdul Samad Trainee (Business administration student)
 Mobile: 0 (333)-538(2535)

Babar Imtiaz
MBA. (HR)

ANNEXTURE
IT INCLUDES:
   Memorandum Corporate Profile Gross room revenue of PEARL CONTINENTAL HOTELS

22

MEMORANDUM
Muhammad Umar
Mr. Sadruddin Hashwani Chairman Mr. Murtaza Hashwani Chief Executive Ms. Sarah Hashwani Mr. Vazir Ali F. Mohammad Mr. Syed Sajid Ali Mr. Mansoor Akbar Ali Mr. Shiraz Noordin

Features

and

purpose, and

information clients,

regarding,

internal

external

medium of advertisement. Farrukh Imtiaz  Introduction, recruitment of employees. Muhammad Haris Niaz

Hierarchy, study of external clients in terms of their information need.

CORPORATE PROFILE

Board of directors

23

Audit Committee

Mr. Sadruddin Hashwani Ms. Sarah Hashwani Mr. Vazir Ali F. Mohammad

Human Resource and Recruitment Committee Mr. Sadruddin Hashwani Mr. Murtaza Hashwani

Mr. Malik Nadeem Ahmed
Mr. Mansoor Akbar Ali Mr. Shiraz Noordin

Compensation Committee Mr. Sadruddin Hashwani Ms. Sarah Hashwani Mr. Vazir Ali F. Mohammad Company Secretary Mr. Mansoor Akbar Ali Bankers Habib Bank Limited National Bank of Pakistan PICIC Commercial Bank Limited Saudi Pak Commercial Bank Ltd. Union Bank Limited Registered Office A-9 Mohammad Ali Bogra Road Bath Island, Karachi, Pakistan Tel : 021-5872941-4 Tlx : 21259 HOTEL PK Fax :021-5879872-73 http://www.pchotels.com.pk http://www.hashoogroup.com.pk http://www.pchotels.biz http://www.hashoogroup.biz Chief Financial Officer Mr. Shiraz Noordin Auditors Taseer Hadi Khalid & Company Chartered Accountants Legal Advisor Liaquat Merchant & Associates Credit Rating Agency JCR-VIS Credit Rating Company Limited

24

25

26

Teacher’s remarks

27

Sign up to vote on this title
UsefulNot useful