Submitted to

| Maam Jawayriah |

Submitted By
| Ahsan Saddal |
| Javeria Nadeem |
 Executive Summary
Smart architecture and design. An effective Global Sales presence. Award winning and unique
restaurant concepts. A thoughtful approach to growth that makes our hotels incomparable.
These key strengths stand out among the reasons why owners and developers put their
confidence in Pearl Continental Hotels. Yet above all, our key strengths emerge from a
thoughtful philosophy of excellent hospitality extended to the guests of our 5 star hotels and
resorts within Pakistan. Pearl Continental Hotels have always achieved excellent international
standards of quality products and services. The top hotels in Pakistan have become
synonymous with a tradition of personal service, efficiency, convenience and guest
satisfaction. Pearl Continental Hotels have positioned itself as an eminently successful chain
with fully owned Five Star Luxury Hotels and resorts in Pakistan, making their mark
in Karachi, Lahore, Rawalpindi, Peshawar, Bhurban, Muzaffarabad and Gwadar. The Group is
consistently focused on enhancing its brand preference by always improving the performance
of the existing hotels’ portfolios and also successfully expanding the presence of its hotels
locally, and internationally.

Background
The first hotel pearl continental (PC) was built in 1964 in Karachi. In 1967-68 PC Lahore and
Rawalpindi came in to existence respectively and in 1975 another PC hotel emerged in
Peshawar. In 1985 Hashoo Group took over this company through privatization and changed
the name from Inter Continental to Pearl Continental (PC). In 1990 PC Bhurban came into
operation, in 1995 the expansion of Lahore was in operation. Pearl Continental Hotel is the
largest and Pakistan's only five star chain. The board of directors felt that future expansion of
the holding company PSL should not be focused on the hotel industry but also be related with
tour operations, rent-a-car services and travel agencies. Accordingly a travel agency, Trans Air
Travel, based in Karachi had recently been acquired. Hotel Information Location ideally
situated in the five star district of Pakistan's commercial capital, and a 20 minutes, drive from
Quaid-e-Azam International Airport. Rooms The 290 guest rooms comprising of 18 Executive
suites, four super deluxe suites and 30 Executive Rooms are all designed to provide the utmost
in comfort. All rooms are equipped with satellite television, in-house movies and modern
amenities. The pearl continental hotel, Lahore is a five star hotel located on Sharah-e-Quaid-e-
Azam, on the same stretch of road as the Alhamra Arts Council, Lahore Zoo, Avari hotel and
the Parliament building. Pearl Continental Hotel Lahore being the only five star hotels in town,
offering matchless services and facilities stands tall among the small hotels surrounding its
premises. Most of the surrounding hotels lag far behind Pearl Continental Hotel Lahore in
standards because it has always been the choice for budget meetings seminars symposium,
conventions weddings training courses corporate meetings andconferences. Over the Main att
raction for visitors to Lahore are Lahore Fort, Magalia Badshahi Mosque, Magalia Shalimar
Gardens, Polo Club, Gymkhana Golf Course, Al-hamra Arts Council, Lahore Museum, Quaid-
e-Azam Library and Race Course Park which are within 10 km radius of the Hotel. The point
of interest for the guest also includes Wagah Border. The Hotel has 487 exclusively appointed
bedrooms, which includes193 Standard rooms, 238 Atrium Deluxe rooms and 49 Luxurious
Suites providing various levels of guest comfort. There are only 2Presidential Suites in the
hotel.
 CHECK LIST

1. Is there any issue regarding price quality, quantity in Pearl Continental Hotel and

Restaurants’ hospitality, services and products?

2. Relating to the situation what are its consequences, solutions or benefits?

3. Do consumer face any issue or difference in commitment with excellence and 5 star

hospitality in overall Pearl Continental Hotels in Pakistan?

4. Are your served product fresh? Yes/No,

5. Relating to the situation what could be its Consequence, Solution or benefits?

6. Is Sanitation a key practice in Pearl Continental Hotel? Yes/No

7. Relating to the situation what could be its Consequence, Solution or benefits?

8. Are Kitchen Injuries a major risk for employees? Yes/No

9. Relating to the situation what could be its Consequence, Solution or benefits?

10. Does P.C face problems on promotional objective e.g.

 Neglecting brand standards?

 Underutilizing Social Media?

 Media relation?

11. Relating to the situation what could be its Consequence, Solution or benefits?
No there isn’t any issue regarding our excellent service and commitment of our products and

food, But sometimes the issue that we faced is food taste issue, the chef don’t make it

properly or sometime leave it little bit tasteless. So we have to change our chef team, but our

hospitality services are best, we fulfill our guest requirement who are staying in our hotel we

provide them luxury rooms and also other services and product that we are providing to every

customer are: dining facilities, accommodation, business, recreational facilities, shopping

arcade, parking, currency exchange and many other services.

Relating to the situation Pearl Continental has always believed in excellence in commitment

due to which not just the Nation of Pakistan are satisfied and love to spend their free time in

Pearl Continental Hotel different Clubs but also whenever Foreigners visit Pakistan their first

priority is to take accommodation in Pearl Continental Hotel and resorts. On the other hand

people love to visit Bhurban just because of the unique place and sceneries that can be

visualized from Pearl Continental Hotels, Resorts and Clubs. The people who come from

other country like to stay here because of tight security and to maintain their privacy, further

they get benefit of having hotel luxury transport for travelling. This facility is not provided by

other hotels

The facility they provide to their customer are according to their commitment with their guest

and customer and their commitment. Its specialty in this every guest will be welcomed with

same protocols including foreign customers, the one thing that they added in their food menu

is Chinese food that is specially now launched as a specific Chinese cuisine just because of the

Chinese businesspersons who works remotely in whole Pakistan but just make their

accommodation in Murree Bhurban. Although through research it has been observed that not

only the Chinese business persons or nationals like and love to eat their home food in Pakistani
Murree Bhurban but the Pakistanis visiting Murree Bhurban have also tried Chinese cuisine

and loved it there in a peaceful and a location with the most beautiful series not just including

Murree but also in Muzaffarabad, Gwadar.

Yes they provide fresh food almost all the time whether it is being served in restaurants or

rooms, rarely one in million product in whole stock if found stale is suggested to not pass to

kitchen by the stock and food hygienic management. And in this way all the things go well.

There are several measurements which are taken before using anything raw. Every single item

in stock is recorded in software with complete specification as well as their delivery time and

date with their expiry dates. Software is totally automatic updating all data base in fact also

gives alerts regarding expiries to three departments (i.e. Purchase, Store and Kitchen). Several

approvals are taken on software for purchase and issuance of anything in stock from respective

department. So there is no concept unhygienic food.

Relating to the situation, as discussed above, the food item in stock that has crossed its expiry

date is not passed ahead to the kitchen and cooking staff and immediately wasted. Already

Pearl Continental as meeting its excellence with best hospitality in food and other services

visitors never doubt for a single thing. So in this way Pearl Continental always fulfills its

promises of serving the 5 star facilities and always gaining its customers not just on national

level but also on International Level.

Yes, Sanitation is key practice in all over the Pearl Continental Hotels and Resorts. There is

never a single complain registered regarding any wastage around the outside of the hotel and

resort or in the lobbies and waiting rooms and last but not the least the receptions of the hotel

and resort.
Relating to the situation sanitation is being maintained by singing contracts with third party

employers for hundreds of staff for cleaning for keeping clean all the areas of hotels and resorts,

such as lobbies, kitchen, parking areas, clubs, playing areas, meeting rooms or other

conferences rooms etc

Yes, there is always risk in kitchen injuries, sometimes it is the carelessness of the chefs or the

working staff at Pearl Continental Kitchen and sometimes due to the involvement or

recruitment of under professional staff.

Relating to the situation if pearl continental staff is injured during the food making process in

kitchen of any of the Pearl continental hotel, he or she is immediately given first aid as there

are a team of doctors for emergency. The Health management manage it all and provide full

medical checkup and treatment of injury.