Introduction

Welcome to Pearl Continental Hotel Faisalabad
Located in the heart of Punjab, royally known as Lyallpur, harboring a population of more than twenty million people, the city that goes synonymous with success, the city that never sleeps, Faisalabad is also know as the Manchester of Pakistan. Home to the renowned clock tower and the legendary Nusrat Fateh Ali Khan, Faisalabad continues to grow towards modernity yet holds on to its rich and opulent culture. Once a quintessential agricultural town, Faisalabad has emerged from the shadow of Lahore to become the new life line of Pakistan. With a diversified economy and a growing population, Faisalabad is considered a city pulsation with life and is rush of blood.

About Hashoo Group
Founded by Mr.Saddaruddin Hashwani, Hashoo group is one of the larger conglomerates in Pakistan. Operating in, hospitality, cotton trades oil, gas exploration and production, and many other businesses. Sea Shell to a pearl, Hashoo Group was the think-tank behind the chain of contemporary luxury brand of hotels, The Pearl Continental, and truly the pioneer of introducing luxury, comfort and style to the hospitality business in the country.
Like many pearls spread on the sea shore, The Pearl Continental has various gems in various cities providing the best of facilities and service to each guest as if they were the only. Hashoo Group now launches another pearl in the string, in the city of Faisalabad. This for the first time is a franchise owned by Pakistan s renowned businessman Mr.Sheikh Tanveer Zia, Director of Marry Petroleum and the Mr.Rana Sajjad (Late). Located in the city centre, an easy approach makes the P C Faisalabad your best option to stay under the managerial supervision of Mr.Irshad. B. Anjum and indulge in some excellent luxury while you perform your business.

Department of Public Administration

Hotel One has following facilities:
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Meeting Rooms / Conference Rooms Restaurant Swimming pool International Direct Dialing facility Shuttle service Laundry service Wireless Internet(Hotspot)

Facilities

Dining

Conference Rooms

Banquet Halls

Department of Public Administration

5. VISION
³We¶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.

6. MISSION
³Our 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.

Department of Public Administration

Organizational Chart Department of Public Administration .

the HR element of the organization is fundamental and carries a great value.´ Since PC Hotels are a part of the service industry. We interviewed Aqeel Ahmed who is the HR Executive at PC Lahore regarding the role of HR department in PC. STRUCTURE OF HUMAN RESOURCE DEPARTMENT AT PC DIRECTOR HUMAN RESOURCE MANAGER HUMAN RESOURCE HUMAN RESOURCE EXECUTIVE ADMINISTRATION OFFICER ADMINISTRATION SUPER-VISOR OFFICE ASSISTANT ROLE OF HR DEPARTMENT AT PC ³Organization needs people and people need organizations.OBJECTIVES OF THE HUMAN RESOURCE DEPARTMENT · Job analysis · Selection · Recruitment · Orientation · Training · Review benefits 8. Department of Public Administration . He provided us with his valuable time to brief some important aspects of PC¶s HR practices.

A large number of these employees are working in Food & Beverage Department of Public Administration .Human resource plays a vital role in the smooth running of an organization. The total numbers of employees working for PEARL CONTINENTAL HOTEL is more than 1500.

com Managing Director Department of Public Administration . The Hotel One brand stems from a dynasty that personifies the luxury hospitality industry in Pakistan. Hotel One encapsulates the true essence of the word comfort.Comfortable rooms. Hotel One locations are an ideal business or leisure travelers¶ destination of choice. y y y y y Lahore Islamabad Faisalabad Sialkot Multan Hotel One Faisalabad 99 / C Peoples Colony Faisalabad. Hotel One brings you comforts and services by professionally trained staff and a management that has vast experience in building and developing hospitality business worldwide. And it's all at the best price!! Located in easily accessible vicinities very close to city hubs. Rooms and suites Meeting Rooms Namak Mandi Kafé One China One Banquets Gym 50 01 02 01 Tel: +44 208 144 6919 Fax: +44 239 294 0276 E-mail: info@tconnex. with quality and service being at the forefront of all that is presented to its guests. at a highly affordable price. services and amenities that make your stay more enjoyable. The functional interiors with a variety of services for the business traveler. Hotel One is a hallmark in itself.

sergidis@t-connex. Mini Bar. Department of Public Administration . Hotel One is a hallmark in itself. Lefteris Sergidis E-mail: l. all with Air Conditioning. Shoe Shine. Hair Dryer. Hotel One encapsulates the true essence of the word comfort.7 km The Clock Tower: 9 km D Ground Market: 1 km Railway Station: 4 km Faisalabad Chamber of Commerce: 5 km Accommodation 34 rooms. Movies In Room. Shower and Cable TV. at a highly affordable price. The functional interiors with a variety of services for the business traveler. High Speed Internet. Distances Faisalabad International Airport: 16. Hotel One Faisalabad¶s location is an ideal business or leisure travellers destination of choice. Andreas Burden Hotel One Faisalabad is located in an easily accessible vicinity very close to the city hub.com Operations & Creative Director Mr. Ironing Board/Trouser Press.Mr. Hotel One Faisalabad is situated between main roads of Faisalabad which are Satiana Rd and Jarawala Road in the People Colony 1D.

Fax Service.English. News Stand.Peshawar Cuisine China One . Fire Safety. Wheelchair Accessible Sports and Leisure Cineplex.Restaurants and bars Chingaari Restaurant . Hotel Safe Deposit. Beauty Shop/Salon. Phone Service.Snacks. Guest Laundry Facility. Health Club. Doctor On Call. Car Rental Desk. Handicap Facilities. Photo Copy Service. Laundry/Valet. Thai and Japanese Cuisine Kafe One . Housekeeping Daily. Room Service.Banquet Hall for up to 150 persons Cineplex for up to 120 persons Ruby Board Room for up to 50 persons Catering Services Multimedia Coffee and Tea Facilities Department of Public Administration . Punjabi. Urdu.24. Pakistani. Internet Access. Continental and Chinese Cuisine At your service Barber Shop/Hairdresser.Chinese. Multilingual Staff . Free Parking. Spa and Gym Conference Facilities Zaver Banquet Hall for up to 450 persons Pearl Hall . Pashto. Front Desk Hours .

It empowers hotels to enter and control hotel information including availability. Reservations are delivered to the hotel via email and/or fax as per the preference of the hotel. booking lead time. Department of Public Administration . the most advanced electronic reservations solution on the market while maintaining your individual hotel¶s image. closed to arrival. room types and descriptions with simple web-access alone and offers the exact breakdown of your rates. it is one of your most effective tools available to support your marketing and sales efforts. This sophisticated inventory management system will allow for an unlimited number of room and rate types as well as for every conceivable inventory restriction. minimum/maximum length of stay. including open/block. T-Connect offers a state-of-the-art on-line Booking Engine that is seamlessly integrated with your website and T-Connect¶s CRS (MyCRS). to better serve and reassure your guests.Online Booking Engine Turn Lookers into Bookers! Your website is your hotel¶s shop window. available throughout the world at any time. More and more people are looking to book on-line than ever before and are coming to expect that any professionally run hotel will have an on-line web site. and strengthen customer loyalty. rates and packages.

The Sales offices realise sales calls to Corporate accounts.T-Connect Offices Worldwide Our International Marketing Team is dedicated to supplying strategies and campaigns aimed at raising brand awareness and generating bookings to each affiliate¶s property. The Sales offices also develop FIT Packages including flights etc. These offices are contracted to promote and sell all T-Connect affiliated properties in important source markets. Travel Agents. MICE buyers and Government offices and enable clients to materialise on line bookings through the T-Connect CRS by providing them with Internet passwords. T-Connect currently has a total of 21 appointed Sales Offices representing the T-Connect portfolio of over 250 affiliated hotel partners in 23 countries. greatly enhancing T-Connect¶s ability to directly reach the leisure and corporate travel industries within their region. which are specifically tailored to the demands of their markets. Led by professionals. Our Worldwide Sales Team works daily to deliver business to each T-Connect affiliated hotel partner and create greater visibility Department of Public Administration . they bring T-Connect their unique hospitality expertise and a network of important contacts.

GDS Representation Internet Distribution Worldwide Sales Offices Consortia Programs Participation State-of-the-Art Inventory Management System Customised Booking Link (T-Link) Department of Public Administration . 4. 5. 2.Our Services 1. 6. 3.

What Makes One Part of Hotel One team? At Hotel One we have our guiding values. our doors are open for the Ones that believe in the ABCD of Hotel Ones Career Philosophy Appreciate Team Work Be Responsible Care for Customers Driving By Rules What Should be Ones Vision to Join Hotel One? Our vision is to "Achieve Organizational Excellence by Developing and Inspiring the True Potential of Human Capital and Ensuring Right Opportunities for Development and Innovation are Available" Opening Soon y Hotel One Downtown Lahore y Hotel One Bahawalpur y Hotel One Sahiwal y Hotel One Murree Department of Public Administration .

Mostly the top managements craft the strategies of the organization. What kind of the job is it? Is it job for labor or some managerial level? It depends upon the kind of work job contains. certainly. HR can also adapt the strategies made by the organization for them. Our view is that pearcontinental hotel¶s HR is strictly operational and that HR activities are not strategic but it can help organization in making strategies. Department of Public Administration . just to carry out operational day-to-day tasks like paying employees. are then programmed to execute that strategy. Here. They make their own forecasting plans. RECRUITMENT AT PC Employment planning & forecasting Recruiting: Build a pool of candidates Applicants complete application form Use selection tools. nor. contractual is different. HR¶s role is not just to adapt its activities neither to the PC¶s business strategy.HR¶S ROLE AS A STRATEGIC PARTNER: PEARL CONTINENTAL HOTEL can also play a vital role in making strategies with other departments as well. tests to screen-out applicants Director or department head interview final candidates to make final choices Candidate becomes employee RECRUITMENT PROCEDURE · The organization recruiting procedure is based on the nature of Job. For Pearl-Continental Hotel¶s strategies there is a matching human resource strategy. for permanent employees is different. The strategies made for the HR dept.

During this period if the hired employee is found to be unsuitable the next most suitable candidate is called from the waiting list to replace him. The immediate supervisor has to actually tell about the place to be full-filled. of employees as required. · They provide 100 % Diversity (Equal opportunity to both genders). · They hire permanent.· Then according to the requirement. and also daily basis employees. · Job posting is maximum of 9 months and minimum of 3 months. · Applications from candidates are kept in separate files according to the job titles and whenever there is a vacancy available. · For labor work PC uses contractors to provide them with the specified no.¶ The recruitment and selection process in an organization has to be aligned with the corporate mission and objectives. Recruitment and selection is the process of: 10 µCreating a pool of well qualified and talented candidates and choosing the best candidate from that pool. After the proposal has been discussed the approval is given. They prefer fresh graduate¶s employees. · PC does not rehire employees which have gone. monthly basis. · The organization does not go for child labor as it is unethical and against the policies of major business firms. Department of Public Administration . HR manager then has to consult with GM of the particular unit. These employees are hired by contractors on daily wages. job specification and job description is prepared by the HR manager.

promoted staff or replacing an employee on job rotation. qualifications required for the job and its respective justifications. However these lists are not permanent and new jobs are added to it keeping in view the changing needs of the workforce. head of that particular department sends a requisite form to the Personnel Manager. Internees are one of the sources of the outside candidates.g. A new vacancy in PEARL CONTINENTAL HOTEL may arise because of the need to replace the retiring staff. This requisition form is sent to Personnel Manager and General Manager respectively for their approval. The word of the mouth from the existing candidates does the job of getting out side candidates. Minimum duration of internship is one month whereby internees are not paid.RECRUITMENT PRACTICES AT PEARL CONTINENTAL HOTEL PEARL CONTINENTAL HOTEL has standard a list of jobs that are filled in accordance with international standards. The other source for internal candidates is referrals. dismissed staff. whether the position is for a new employee or a replacement. SOURCES OF RECRUITMENT AT PC: 1) INSIDE CANDIDATES As soon as a position is vacant a memo is issued throughout the organization. e. The employees interested in the vacant position drop their application forms at HR department. 2) OUTSIDE CANDIDATES There are no means used for attracting the outside candidates. Free food Department of Public Administration . In case a department needs to fill in a vacancy. INTERNEES a SOURCE OF OUTSIDE CANDIDATES Basic requirements for internees are the hotel management degrees and diplomas/certificates in hotel management. The form contains specifics. The referred candidates are given priority. PC makes no advertisements.

and laundry services are however provided. and responsibilities of a position. the employees who are performing/ has performed the specific job make their contributions by listing down their activities in provided diaries/logs & then presenting them to the HR department which consequently writes down the specifications for the personnel required a) JOB DESCRIPTION Job descriptions are lists of the general tasks. salary range for the position. you can Department of Public Administration . which includes examining the tasks and sequences of tasks necessary to perform the job. b) JOB SPECIFICATION Once you are aware of the type of person you are looking to fit your job vacancy. Typically. Job descriptions are used especially for advertising to fill an open position. In PEARL CONTINENTAL HOTEL. the job description contains: · Skills and Efforts · Tasks · Responsibility · Outlines of the Duty · Whom to Report the Task Everything is mentioned in it for the employees in a very detailed manner. etc. or functions. specifications such as the qualifications needed by the person in the job. Job descriptions are usually developed by conducting a job analysis. The job description is written by the HR department. determining compensation and as a basis for performance reviews. JOB ANALYSIS At PC job description is prepared for only managerial level post. they also include to whom the position reports.

· How much Stress one can Bear. According to PEARL CONTINENTAL HOTEL following factors are considered important while making job evaluation which is: · Complexity of the Job. · Available Budget for Compensation. the method used for Job Evaluation is as follows: · Classification Method · Ranking Method · Point Method Department of Public Administration . the job specification includes: · Qualification of employee · Experience of employee · Training or development needed for the particular job · Personal attributes required for the job · Interpersonal skills and communication skills.now design a "Job Specification" profile. · Abilities required performing a Job. Method used for Job Evaluation According to PEARL CONTINENTAL HOTEL. · Experience Required for the Job. JOB EVALUATION Job Evaluation is the methods and practices of ordering jobs or positions with respect to their value or worth to the organization. In PEARL CONTINENTAL HOTEL. · Company Need for the Employee for that Job.

e. According to this policy PEARL CONTINENTAL HOTEL is also following ranking method. If the Department of Public Administration . Due to which they consider that the pays varies according to the position of the hierarchy. The top management will get more salary as compared to employees of middle management.PEARL CONTINENTAL HOTEL use Classification Method when an employee is performing well and has a chance to get promoted with the same position but at higher level. · Selection is based on the eligibility of qualification and experience. At PC for some jobs (i. whereas the basic criteria for testing and selection listed are: · Appearance & Grooming · Professional Qualifications · Experience & Knowledge of Job applied for · Communication Skills in English · Balance Poise & Maturity · Potential for Growth · Reasoning & Judgment · Computer Skills SELECTION PROCEDURE AT PC · Firstly they trickle downs the CV¶s. Then call only those for the interview which have been selected. chefs) they use work sample testing technique. On the other hand PEARL CONTINENTAL HOTEL believes that there hierarchy is flat in nature. SELECTION Selection varies according to the job post.

the HR manager asks frequent question to screen out the eligibility and potential of the candidate. in this step the selected candidates are called again for the structured interview which is to be conducted by head of the particular department. · The example of the whole procedure can be such as. · They avoid negligent hiring because they are running five star hotels. And also the behavioral based question that what would be the behavior and how a candidate would be performing in a given certain situation. · Minimum qualification is matriculation for the lower level staff. This interview is unstructured. like an assistant marketing manager is required so he would be first interviewed by director human resource manager then would be going through a panel interview in which certain job related question will be asked such as. INTERVIEW · Step by step procedure is followed in the interviews.candidate has the qualification and experience according to the job specification then he is called for the interview. describe 4 P¶s of marketing or consumer market and consumer buyer behavior etc. attitude. · In such interviews general knowledge questions which are related to the job are asked from the candidates. After conducting interviews from all the candidates he prepares a list of the capable candidates. In their opinion behavioral interviewing Department of Public Administration . · The second step. and the minimum stress could be handled by the candidate. The candidate is first interviewed by the manager of PC and the Director HR. This helps them to judge the personality. And the minimum Qualification is bachelors for the upper level staff. temperament.

working environment in which he has to work. The human resource department of PEARL CONTINENTAL HOTEL has to recruit and select the untrained candidates and train them according to their own needs. For top level they also have Panel interview. which guides them for there services they have to provide. TRAINING & DEVELOPEMENT Steps used for the training and development of employees at PEARL CONTINENTAL HOTEL are as follows. about every department. · Employee should respect the privacy of another employee. · PC hotel also use different Training centers at locations like they send their employees out of country for training. and of the work related colleagues. ORIENTATION · New employees of 2 days orientation program. · In Pakistan very few organizations are able to provide trained workforce for the hotel industry in accordance with international standards. · Safety training is also provided to the employee. · They provide training their employees on the job and also off the job. Department of Public Administration . · There is a difference in the dress code of each employee from top to bottom. The employee is given a brief introduction of the hotel. and also introduced to the rules and regulation of the company which includes. · The employees are also provided with the job description of their work at the time of orientation.is a good screening process to screen out the best of the best people.

· Personality. These appraisal forms are sent to HRD for re evaluation and they keep these forms as a record of employee¶s performance. · Discipline. The immediate supervisor gives his remarks (assessment) according to trainees work and also attaches his tests and assignments during training with that form. · Weakness. · Attitude. Department of Public Administration . · Quality Consciousness. The immediate supervisor in PEARL CONTINENTAL HOTEL evaluates trainee performance on trainee¶s assignment. This appraisal also helps to evaluate employees for promotion. PERFORMANCE APPRAISAL PROCESS AND METHODS · Appraisal is essential for enhancing the productivity of employees and to bring quality improvements in the overall performance of the organization.TRAINING APPRAISAL After training. tests and on the job work. · Strengths. · Knowledge. · Flexibility. This appraisal is very important and it helps a lot in judging trainee¶s behavior. · Leadership qualities. the trainee performance is appraised by the immediate supervisor. This appraisal shows trainees: · Ability/Desire to learn new things.

After rating an employee the supervisor consults with the HR manger and then both of them decide how much to compensate each employee and who is to be promoted? · When an employee is promoted. he/she is required to meet the new post requirements.· At PC appraisal is done by the head of the specific department whose employee is being appraised. · An immediate supervisor plays an important role in performance appraisal. The actual appraising is done by the immediate supervisor of each employee. · Employees¶ promotion (or demotion) is finally approved by the HR Manager. · The most important factors that are considered while appraising an employee are: o Appearance o Conduct o Professional Work o Leadership & Teamwork o Planning & Organization o Initiative & Creativity o Communication o Training Skills o Business Attitude & Operational Performance 18 o Achievements of Objectives Besides this they also consider their customers feedback regarding employee performance in order to bring quality improvements. The appraisal method used at PC is ³Graphical Rating Scale´. Appraisals are conducted every three months a year. the employee is ought to assure that Department of Public Administration . For example qualification.

If an employee works all 7 days a week the department head is supposed to give him 2 days off in the next work week in order to compensate.he/she is the student of the required program. Occasional need of putting in some extra work hours is informed and employees are paid accordingly. BREAKS AND MEAL PERIODS PC supply free meals & tea to employees during working hours. One day is off during the week. BENEFITS WORK SCHEDULE Work schedule differs for different posts as managers are required to be present at office timings. BENEFITS & COMPENSATIONS PC provides some kind of benefits and services to its employees in order to facilitate them. · 1 meal and 2 tea breaks in one shift · 30 min for lunch/ dinner · 15 min for each tea/ breakfast Employees are given special discount packages on food LEAVES The leave structure of PC is as follows: · Casual (Maximum 3) · Sick (Medical certificate for three or more) · Earned (Minimum 7) Department of Public Administration . For operations employees the facility of flexible work schedule is available that is in three shifts.

In case an employee doesn¶t avail any leave for a year. · Hajj Lucky Draw Package BENEFITS AT RETIREMENT / TERMINATION PROVIDENT FUND Employees¶ provident fund handed over to them at the time of retirement/resignation of the employee. he/she is awarded a cash amount. MEDICAL FACILITIES PC provides free medical facility to all its employees and their children.All above mentioned leaves are paid. OTHER BENEFITS · Free uniform is provided to all employees. · Free laundry services for employees¶ uniforms. Department of Public Administration . · Free transportation for female workers. The rate of increments is same for all employees. This amount keeps on accumulating in the employees¶ medical allowance which is handed over to him/her at the time of retirement/resignation. INCREMENTS PC offers yearly pay rise to its employees regardless of their performance.100/month. LIFE INSURANCE PC provides life insurance facility to its employees. However. Similarly this allowance is also conditional for the termination cases. in the case of termination it is conditional. MEDICAL ALLOWANCE Employees not utilizing their medical facilities are awarded Rs. Minor charges are deducted from employee¶s pay.

COMPENSATIONS Employees are provided with the counseling services during their training at the time of retirement by the HR manger. · Hygiene of employees · Fire preventions · Energy conservation Department of Public Administration . laundry facility. So that the management is assured of the fact that employees are not under any stress and are able to put in their best effort to perform their jobs effectively and efficiently. life insurance. hospitalization insurance. These services include: 21 FAMILY COUNSELING Family Counseling is a counseling program for employees wherein they are suggested how to cope with their personal & family problems.Others are medical facility. PRE-RETIREMENT COUNSELING In pre-retirement counseling program employees who are willing to work after retirement are given constructive guidance concerning their second careers. HEALTH & SAFETY · Health and safety laws · Security Measures · Social security fund · In-house doctor and Dispensary · Contract with Services Hospital · Provide instructions regarding the recent issue of bird flu. discount on rooms and restaurants etc.

The main top managers of the HRand the concerning department take the unstructuredinterview in which no question is asked on a specific pre-determined questionnaire format. Few of the weaknesses of Pearl Continental Hotel are as under. although PC has maintained strongculture throughout the organization yet we¶ve observed that PCnevertheless needs some improvements which will aid it in availingthe opportunities and be more competitive. Opportunities New on going projects (flour parking) Department of Public Administration . Immediate promotion depends on situation to situation. They ask on-time questionsfrom the interviewer. For instance recently H R director of PC is required and no one isthere to promote from junior rank so they have to out sourcedthe vacancy.SWOT Analysis of PC Strengths Market Leader Quality Products & Services Straight Staff Brand Name Brand Image Weakness Focusing on the HR department. PC¶s HR department not has their specified questions while conducting the interview.

Threats Current Competitors: ‡ Holyday INN ‡ AVARI ‡Royal Palm WEAKNESSES: PC as a developing & growing organization makes advancements according to the requirements of the environment. Few of the weaknesses of PEARL CONTINENTAL HOTEL are as under. · Immediate promotion depends on situation to situation. The main top managers of the HR and the concerning department take the unstructured interview in which no question is asked on a specific predetermined questionnaire format. Focusing on the HR department. although PC has maintained strong culture throughout the organization yet we¶ve observed that PC nevertheless needs some improvements which will aid it in availing the opportunities and be more competitive. Department of Public Administration . For instance recently H R director of PC is required and no one is there to promote from junior rank so they have to out sourced the vacancy. They ask on-time questions from the interviewer. · PC¶s HR department not has their specified questions while conducting the interview.

The human resource department of PEARL CONTINENTAL HOTEL has to cope with internal as well as external challenges to ensure the achievement of its mission. Some of the internal and external challenges faced by the human resource department are presented below: Relationship between the Workforce and Management · Managing a Dynamic Environment · Conflict Management · Managing Workforce Diversity · Lack of Trained Workforce · Global Competitive Environment · Economic Challenge Picture with HR Manager Hotel One PC FSD. Department of Public Administration . it is vital to understand and appreciate the significant competitive.CHALLENGES FOR THE HUMAN RESOURCE DEPARTMENT In order to manage people effectively in today¶s world of cut throat competition. legal and social issues.

public areas. · Entering in other departments. OUR RECOMMENDATIONS THINGS WHICH AN EMPLOYEE SHOULD AVOID: · Smoke. eat. or guest floors. whistle. Department of Public Administration . hum or sing in the lobby or any public areas. · Allowing of personal friends to visit employees at the hotel. drink. · Stand in groups and casual conversation with co-workers. · Say anything negative about the hotel. chew gum.22. · Spit in any area. · Shout or talk in the public areas.

· Internees should be paid for their services. Department of Public Administration .OTHER RECOMMENDATIONS: · PC should send its managers/employees to abroad for training purpose for it will ultimately improve the organization¶s overall performance. so they need to take this area under consideration. · As PC doesn¶t have any special program to bring the outside talent in. · More flexible benefits plans should be introduced for employee so they can choose which suit them the best. · More incentive programs should be introduced to maintain employee motivation.

CONCLUSION It has been a great learning experience through which we analyzed strengths and weaknesses. Different department with well defined responsibilities are set that is giving best possible services to customer and maximum satisfaction to guests. Strong systems were implemented under administration to safe guard hotel's assets. Staff recognition and reward process was very well supported by management. The questionnaire is attached at the end of the report. Department of Public Administration . We also noticed well defined and thorough procedures were available in hotel that leads to successful and timely provision of required services and job satisfaction. internal and external factors effecting hotel's working and challenges faced by management and their approach towards problem solving and leadership.

com www. different departments. Huzaifa as a front line officer Mr. Asim as a HR Manager And Collect information about hotel. Also collect some information from net: www.statelife.com.pk Department of Public Administration .References Visit at Hotel One Faisalabad and meet different persons: Mr.google. organization structure & desgn.

Not yet 4. normally it based on personal progress report and answer of show cause. No. If so.Attached Questionnaire of our PROJECT 1. depends 10.Sialkot. Hotel one branches in which cities name mentioned? Ans. How many branches Hotel One in city of Lahore? Ans.Islamabad. explain what process or steps you used to conduct the dismissal? Ans. yes 3. there is no budgeted chain in pak 8. In which city the first hotel One branch opened? Ans. The owners name of the Hotel One ? Ans.Hashoo Group By Pearl Continental 2. Have you take any loan from the bank for the completion of Hotel One project? Ans no Department of Public Administration . Lahore Sahiwal and Faislabad 6.Multan. Have you any competitors in market? Ans. Have you personally hired trained and coached staff? Ans. Have you over fired someone due to erratic bahaviour? Ans. 3 7. Decession making strategy Centralized or decentralized? Ans. 5. Lahore 9.

12. 15. Not exactly 16.A really strong sense of loyalty and principles. Describe your management philosophy? Ans. Employee of the year. A manager is someone who gets results through other people by making them succesfull. 13. We have executive committee for every property separately. birthday celebrations and many more. How do you decide important decisions? Ans. Do you have experience working with union and non-union personel? Ans. We believe on solutions Department of Public Administration . We have some events on monthly bases for employees as employee get together. How do you motivate your staff to produce optimal performance? Ans. Do you pause or think of solution or do you act immediately with your customer? Ans. When a problem arises. Have you received any award or recognition that you are particularly proud of you? Ans. What makes you unique as leader? Ans. 14. 2007. employee of the month reward. appreciation letter from CEO 17.11.

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