HASHOO GROUP

The Hashoo Group, was established in 1960 by Mr. Sadruddin

Hashwani. This group is one of the leading groups in Pakistan.
Through its founder’s vision, strategic direction and unwavering
commitment, the Hashoo Group has emerged as Pakistan’s
premium conglomerate with a diversified international business
portfolio.
From its humble origins in cotton trading, the Hashoo Group
business interests today span the globe and encompass
hospitality, oil and gas exploration and production, information
technology, investments, minerals, ceramics, pharmaceuticals,
travel and tourism, real estate and commodity trading
businesses.
The Hashoo Group of Companies has in its fold, as owners and
operators, the Pearl Continental Hotels and Marriott Hotels
brands with presence in all major cities of Pakistan and Orient
Petroleum International Inc., a prestigious Oil and Gas
exploration and production company.
With focus on specific sectors, each company of the Group
shares a common policy to explore emerging markets and
opportunities to stay ahead of its competitors and sustain a
leading position. The success can be attributed to a business
approach which blends together innovation, excellence,
integrity, service and social responsibility that defines the
Hashoo Group’s core business philosophy.
As a responsible corporate citizen, the Hashoo Group maintains
highest level of governance, quality standards and ethical
values contributing effectively towards community welfare and
national development.
Portfolio of Hashoo Group
Subsidiaries of Hashoo Group
 Hotels & Resorts
Pakistan Services Limited
Hashwani Hotel Limited

Tours & Travels

Pearl Tours & Travels (Pvt) Limited

Trans Air Travels (Pvt) Limited

Investments

Hashoo Holding (Pvt) Limited

Hashwani Sales & and Services (Pvt) Limited

Ceramics

Cera-e-Noor

Oil & Gas

Orient Petrolium International Inc.

Zaver Petrolium Corporation

Minerals
Zaver Chemicals (Pvt) Limited
Zaver Oil Limited
Zaver Mining Company Limited

Real Estate & Developers

Hashoo (Private) Limited
Associate Builders (Pvt) Limited
Murtaza Construction Company (Pvt) Limited

Pharmaceuticals
Gelcaps/*- (Pakistan) Ltd.

Welfare

Hashoo Foundation
HOAP International
HOAP Foundation
Umeed-e-Noor

Trading Companies

Genesis Trading (Pvt) Limited

Hasan Ali & Company (Pvt) Limited
Hashoo international (Pvt) Limited
We are committed to dynamic growth and service excellence
built upon our heritage of traditional hospitality. We strive to
consistently meet and surpass guests’, employees’, and other
stakeholders’ expectations. We feel pride in making efforts to
position Pakistan in the forefront of the international arena.
• 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 carrier and
provide services and standards which exceed guest
expectations.
• The hotel is trying to achieve their best to attract new
customers as well as maintain the old ones. They believe
that customer satisfaction plays a major role in the
success of the hotels. This mission statement describes
that they want to catch maximum business out of the
existing market of hotels. They should try to have a
position at the top level in the market and make certain
attempts to maintain that post. At Pearl Continental every
department has defined its mission statement separately.
Each division of the hotel like sales & Marketing, Human
Resource Development, Research & Development. Food &
Beverage, Front office, Gust Relations Department etc,
has its own mission statement.
The motto of mission statement of each Department is
• Customer Satisfaction
• To Achieve Maximum Business out of the Existing Market

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

Setting Organization Objectives & Goals

Every organization has some defined objectives and goals in
vision because an organization cannot meet at the customer
needs so marketing goals must be elective.
Marketing goals must also be operational and specific, that is
useful for developing specific plans, and because goals in fact
communicate to employees what there task and roles should
be. Because of the role goals play in choosing and
implementing strategies, they must be consistent with reality
and with each other. Setting unattainable goals can cause
frustration and the misallocation of company resources. Goals
of the hotel may also differ at the same level of the hierarchy.
Basic Goals And Objectives Of Pearl Continental
• To attain maximum business out of the hotel industry
• To maintain and add to its identity
• To create variation in services
• The quality of the services must meet the expectation of
the consumers

• The standard of services meets the expectations at the

international levels
• To launch a new service while holding costs to a minimum
• To create awareness about all services among consumers
• Meeting all the needs of the consumers
 “History of "Pearl Continental”
As Every body is familiar with the name of Pearl Continental
Hotel. It has a well-known and established position in the hotel
industry.
Presently, Hashwani or Hashoo Group owns it. This group has
maintained and improved the position of Pearl Continental.
Initially, Pearl Continental was started with a title of PSL
(Pakistan Service Limited). An organization named as
Intercontinental, which was consisted of PIA & Intercontinental
group. At that time, Hashoo Group had a major share in
International Group and so they played an influential role for
the betterment of Pakistan Services Limited (PSL)
Intercontinental management was given with this opportunity to
operate this hotel (PSL) on contract basis. In 1967,
Intercontinental was offered with this contract to manage the
business of this hotel. Pakistan Services Limited (PSL) had
started its business with one ninety-eight rooms, & two
Restaurants at Lahore. During this period, Hashoo group
performed effective jobs for the development of Pakistan
Services Limited (PSL). As we know, that era of sixties to
eighties considers being on era of development and progress.
Investments were made on these projects and the competition
and quality was improving day by day. Hashoo group
contributed a lot in terms of time, experience and their
performance in order to develop integrity for Pakistan Services
Limited (PSL). With the passage of time, they raised their
shares in this hotel. When, in 1985, this contract was expired,
Hashoo group owned this hotel and renamed it as Pearl
Continental. AT this time, this was entirely owned by local
groups and no foreign organization was involved.
Refurbishment was held of the property and effective steps
were taken to further develop this hotel. So, in 1988, the

foundation stone was build for the extension of the building.

This was a huge project and required a lot of supervision,
management and finance for the completion of this project.
Finally, with the help of management and construction team,
this project was completed in February 1997. Now, it has Five
Sixty One Rooms which includes Deluxe rooms & Suites.
Restaurants are named as, Marco polo Café Late, Taipan,
Bukhara, Dumpukht, Thai,Nadia.Tea Lounge and Pavilion Ice
Café.

The "New" Pearl Continental Hotel Lahore

If location is really the key to retail success, Pearl Continental
Hotel Lahore offers national and international retailers just
that.
Shops are in different sizes and are centrally air conditioned
with individual controls. Display windows and door consists of
minimum four beveled glass panes with teak wood mounting.
Display windows have uniform halogen lighting. The installed
gypsum board ceiling is provided with electrical power points
and can be modified according to display and decorative needs.

Electricity is being provided with separate meter. The Hotel's

prime generator plant provides 100% backup in case of power
failure or load shedding. Preparation for Telephone connections
is provided, however the lines are to be obtained by the tenant.

Hotel is equipped with the latest technology in fire detection

and alarm system. Sprinklers are standard features in all areas.
An experienced and full fledge security department is looking
after the interest of all.

Hotel operates a small Cafe on the Mezzanine level for the

convenience of the retailers. A tea and coffee making facility is
at the disposal of the tenants on the Lawn level. Separate
washrooms for the staff are provided on the Lawn level of the
Arcade as well.

An efficient team is ready to provide further information and to

schedule a private showing. The ongoing Festivals, Food
Promotions, Musical events and Concerts, Theater Plays and
Puppet Shows, a fine mixture of International and Pakistani
origin.

Cultural Centre of Lahore

Whether one would like to stroll through the lush green
Gardens and sit in the gentle shade of trees there or have its
incentive morning workout there with colleagues, from a leisure
weekend, a board meting, a major convention, never has there
been a more versatile venue as this new Pearl Continental
Hotel Lahore.
Seventy Boutiques in the Pavilion, The Shopping Mall, crown
finally this superb venue and make it a City within a City where
all shopping needs are being taken care of in this stylish and
lavish decorated "City Centre". This hustle and bustle has
created a fine tuned atmosphere of sophistication and
elegance, yet informal, only known in centers such as Paris,
New York and London.

Pavilion, the Hotel's Shopping Mall, consists of 70 shops in

different sizes, is located in the centre of the Hotel, adjacent to
the Atrium Lobby and around the Hotel's Convention Centre.
Both, the Boutiques and the Convention Centre are accessible
by the Hotel's Main Entrance as well as by the purpose built
South Entrance adjacent to the parking area there.

Access is all in silky white granite flooring and black granite

walls. Escalators provide access to the Foyer of the Convention
Centre and Showcase Gallery's balustrade there, is a glass
creation mounted on a subtle combination of brush finished
stainless steel and a touch of brass.

The Mall corridors themselves are fully carpeted with teak wood
paneling, finished with Lapis Lazuli inlay. The Mall stretches
out over two levels like Pavilions, Greece looking columns and
pillars, give the area a classic look. The Mezzanine level has
natural light provided by the glass roof of the corridors there.

20 Showcases are placed around the Mezzanine Gallery of the

Foyer, framed with white Italian marble columns, and finished
with Lapis Lazuli, complete this magnificent new creation.
Pearl Continental Hotel Lahore an Overview
=> ADDRESS
Pearl Continental Hotel
Shahrah-e- Quaid -e- Azam, P.O. Box 983, Lahore - 54000
(Pakistan)
Phone: (92) 042-6360210 UAN.111 505 505
Fax: (92) 042-6362760, 6364362
Telex: 44877 - 44167 PEARL PK
Cable: "PEARLCONT" Lahore.
For bookings, please call Ext. Conventions Department
Reservations worldwide through Utell International
=> LOCATION
Situated on Shahrah-e -Quaid e Azam (The Mall),
Opposite Governor House,

7 Km from the Lahore International Airport,

6 Km from the Main Railway Station, and 1.5 Km from the main
City Business Centre.
=> ACCOMMODATION:
Standard Rooms at Mall wing 262
Standard Rooms at New wing 238
Deluxe Executives Rooms 12
Suites
Business Suites 20
Business Executive Suites 08
Total 28
Deluxe Suites 14
Deluxe Executive Suites 05
Total 19
Presidential Suites 02
Total 49
Grand Total 561

Room measure approximately 450 sq. ft. Featuring, Facsimile

machine, Data Port, Electronic Key System, Electronic in room
Safe, Mini Bar, Safety Alarm, Fire Sprinkler System, Radio and
Television with Satellite Channels, In House Movie Channel,
Butler Service, Separate Glazed Shower Compartment, Hair
Dryers, Magnifying Shaving Mirror, and Direct Dial Telephone,
Voice Mail.
 FUNCTIONAL DEPARTMENTS
Pearl Continental Hotel is one of the best hotel of Pakistan. All
credit goes to the functional dept. of hotel, whose dedication
and dexterity has been the one vital source of success of this
venture. Some major departments and their function are
discussed, namely

 Personnel Human Resource department

 Front office department
 Public relations department
 Sales & Marketing department
 Purchasing department
 Cost / Inventory controller department
 Account department
  House keeping department
 Security department
 Engineering department
 The Privilege Club
 Restaurants
 IT department
 Food and Beverages

PERSONNEL DEPARTMENT
I foresee a brighter future for the hotel industry and I am
determined that Pearl Continental Hotel will play a vital role in
promotion of tourism in Pakistan. I can accurately state that
any organization, which runs excellently, is due to constituted
body. So in this respect personnel department plays basic and
effective role in operation of any institution.

The major role of this department is perhaps, more accurately

conveyed by the term Human Resources Department. At Pearl
Continental Hotel, this include,
  Recruitment and Selection
 Training and practice
 Employees benefit schemes
 Salary & payroll fixation
 Employee’s matters
 Termination and turn over
 Performance appraisal

FRONT OFFICE DEPARTMENT

Front office has first impression on numerous customers. Their
role is very sensitive that customers are satisfied. In Pearl
Continental Hotel front office is divided in four sections.
1. Reception Counter
2. Reservation Counter
3. Restaurant cashier counter
4. Concierge

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

Reservation Counter
• Reservations through telephone
• Reservation through faxes & telex
• Reservation confirmation
• Reservation changing
• Reservation Cancellation
• Reservation finalization
• Reservation through sales
• Hotel-to-Hotel Reservation
• Confirmed through telex

• Group handling sales

• Airport pick & drop service arrangements
• Reservation correspondence filling
• Preparation of reservation slips
• Guest’s allotment
• Room checking

Restaurant Cashier
• Recording bills.
• Meals recording of in house guests.
• Making bills.
 • Bills transferring.
• Feeding in computer.
• Outsider's guest cash collection.
• Cash transfer to general cashier.

Front Office Report

Following office reports maintained by Front office:
1. Making bills of different services
2. Departmental reports
3. Front office cash report
Summary of sales report

Concierge
In Pearl Continental Hotel guest are not only treated through
accommodation and dinning but also a parting different
services like:
• Room Service dry cleaning facilities
• Room service iron facilities
• Postal service

• Aparting service
• Bellboy part luggage service
• providing different information
• First Aid

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

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

Rent A Car
Pearl Continental Hotel provide rent a car service to the
tourists. A separate office (counter) is given to this department.
Various functions provided, these includes:
Rental car arrangements
Air port pick and drop service
For Reservation purposes
Maintaining bill and forwarding to front office

MARKETING AND SALES DEPARTMENT

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

BANQUET HALL MARKETING

This is treated separately by virtue of the unique nature of the
Banquet Halls, and is handled by another department. As
mentioned in the introduction there are a number of large
capacity halls namely, Shalimar Hall, Crystal Hall, Emerald
Hall. These are used for different kind of activities like
conventions, conferences, exhibitions and marriage
ceremonies.

To market these sales executive is assigned major customers

based on historical data, and is expected to all upon them
regularly. Also there are numerous professional organizations
that have either held conferences or are potential new
customers that are contacted on the telephone.

PURCHASE DEPARTMENT
Purchase department is a part & parcel of the hotel because
every demand of each department of the hotel in which
purchasing is involved is done through this department. This
department deals all the requirements of the hotel. Through
purchasing department all requirements whether inside or
wherever needs of anything fulfills the requirements. Multi
needs are for:

General store
Engineering store
Food and Beverage dept
All multi things needed for rooms and requisition of
different departments

Purchase manager himself visit to the market and collect,

different samples and quotations (at least three) and chooses
one for placing order after approval from G.M. Quotations are
also called by advertisement in newspapers. Purchasing
manager prepare lists and give to front receiving office. When
order is placed, goods received by front receiving office. On
receiving goods this office clerk tally with the list received from
purchasing department. Then he records in bin cards and kept
in the store, (if not perishable). Same process is adopt by the
different dept., (G. store, Engineering etc)

COST/INVENTORY CONTROLLING DEPT

Inventory controlling department covers Food & Beverage. It
has three sub departments:

1. Food controlling dept.

 2. Beverage controlling dept.
3. General store dept.
Cost controller receives vouchers from purchasing deptt. Two
vouchers are used for cost controlling.

General employee's
From VIP's account
Amount written on it will less from total cost of consumed.
While it will be added in total sales’price. Cost controller
maintains different types of report and statements.

1. Food reconciliation report.

2. Beverage reconciliation report.
3. Comparison of consumption.
4. F & B cost march.
5. Food reconciliation report for factor only.
(Further segregation reports are under)
Cost controller collects all documents like:

1. Purchasing & receiving reports from store controller.

2. Sale report e.g. coffee corner, Bar BQ. Bar, Room
service, Banquet, Health food.
Reports or vouches of employees Meal + entertainment.
They/he compile all these reports and make reconciliation
statements + price fluctuation report.

Inventory Controlling
Inventory controller generally maintains two types of reports.
Daily receiving reports
It includes:
a) General stores
 b) Engineering stores

Store room requisition

It includes:
a) Issuance of material
b) Issuance of supplies
He compiles these reports and maintains a final report of
reconciliation as per store requisition.

Explanation
In this report or statement there is written as:
Opening Inventory + purchase - Expenses issues = Balance
Adjusted entries are recorded as previous three months e.g. if
any entry maintain later on these will be included as adjusted
entries.

THE PRIVILEGE CLUB

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

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

Pearl Continental Hotel Account

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

Account Department
This department is divided into eight sections
Finance section
Credit receiving section
Purchase section
Dispatch section
Sales section
Cash section
Income Auditor
Payable section

Food and Beverages

Food and Beverages is the major and largest department in
Pearl Continental Hotel Lahore. There are Seven Department
workings under Foods And Beverages in Pearl continental Hotel
Lahore. These are as under:

Account Department
Kitchen
Stewarding
Bakery
Service Bar
Banquet Operation
Credit Department