Human Resource Management

Project

Pearl Continental Hotel Rawalpindi

Preface & Acknowledgements

First of all we are thankful to Almighty Allah who gave us the knowledge and the power
to complete this project successfully.

We are also thankful to the Department of Administrative Sciences Quaid-i-Azam

University, Islamabad, who provided us with the opportunity to gain the knowledge and
information of the Human Resource Department of PC Rawalpindi.

We would specially like to thank the chairman of the department Dr. Naseer Ahmed and
the vice chairman Mr. G.S.K Niazi

We would like to thank our teacher Mr. Noor Talpur who provided us with the
knowledge of Human Resource Management that helped us in the better understanding of
the working of the HR department of PC Rawalpindi

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 Table of Contents

TOPICS PAGE
Preface and Acknowledgement 2

Introduction and Objectives of Study 4

Overview of Hotel 5

Overview of HR Department 9

Functions of HR Department 11

Human Resource Department 12

Tasks/Responsibilities 12
HR Practices on HRM Functions 20
----Job Description 20
----Selection Procedures 21
----Job Evaluation 24
----Development & Evaluation 25
----Performance Appraisal 27
----Compensations 29

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----Incentives & Rewards 30
----Security/Safety/Health 31
SWOT Analysis 34
Recommendations & Suggestions 39
Conclusion 40
References 41

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 Introduction and Objectives of study

Being the students of MBA-3 we all have the compulsory course of Human Resource
Management.our course coordinator of HRM Mr. Noor Talpur assingend us to visit any
well reputed organization inorder to aplly our course practically.

In this regard we did our project on PC Hotel, RWP with the aim to learn the Human
Resource Management practices of this organization.

PC HR provided us with all the opportunities and encouraged us to achieve our

objectives. They spelled out the strong points, HR management techniques and some of
their shortcomings and steps they are taking to further improve their standards.

The main objective of this study was to analyze ourselves that how much we can apply
our theoretical knowledge with the practical work in the organization.

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 Overview of Pearl Continental Hotel
Little rain drops in a cloud can convert ordinary sunlight into breath taking colors of
rainbow in the same way we have maneuvered this project in a comprehensive way
which firstly seemed to us as understanding as an odyssey
PC Rawalpindi is one of the world famous five star hotels all over the world. It provides
very ostentatious services to all its clients.

Introduction to Pearl Continental Hotel R.W.P:

Only ten minutes drive from the airport and in close proximity to the down town
shopping centers, the PC Hotel is the city’s only deluxe hotel, which caters to local and
foreign travels in style. The hotel’s 200 guest rooms, with the exclusive suites, deluxe
suites and the presidential suite, have been tastefully decorated 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 and exclusive electronic safes to name a few. All
these go a long way in marketing the guests stay in the hotel most pleasant.

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, concierge, flower shop,
travel agency, car rented service, valet parking, house doctor, authorized money changer,
beauty salon for ladies & barber shop for men.

The hotel boasts of a number of excellent restaurants while the Banquet Halls, all of
which can be partitioned into three sections each, are equipped with the latest audio
visual facilities, which include video projection system, overhead projectors, slide

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projectors, and audio recording equipment, which aid in making the meeting/seminars a
complete success.
The guest can also avail the hotel’s recreational facilities such as the swimming pool,
tennis court & the exercise room.

Brief History:

The origin of the Pearl Continental Hotel takes us back to 1958, when Pakistan airlines in
collaboration with international hotel corporation of USA established Pakistan services
limited. Pakistan services was a public limited company and was quoted in stock
exchange with an object to set and operate a chain of five star hotels in the major
commercial canters of the country.

It took start from Karachi in 1964; later in 1967 it expanded the range of hotels to
Lahore and Rawalpindi and then in 1974 made a place in Peshawar as well. In 1991-92
another grand hotel was built and started operations in the hills of Bhurban.

In short, the chain of PC hotels backs to years 1964, when the first luxury hotel in the
name of Inter Continental hotel in Karachi, Lahore, Rawalpindi, Peshawar and Bhurban
became the Pearl Continentals Hotels.

In early 1985, Pakistan services limited (PSL) was privatized and sold to Hashwani
Group that was lead by Mr. Sudderddin Hashwani Pakistan Services Limited (PSL) runs
the hotels, majority shares of the company are owned by Mr. Saddurddin Hashwani, who
has the honor to be the chairman of Pakistan Services Limited.

Nature of the Organization:

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The services offered by this hotel are come under hybrid category of offer. The
offer consists of equal parts of goods and services. People patronize hotels for
their food and their services, rooms and their services.

The services offered by the PC Hotel are:

 Both equipment-based as well as people based.

 Requires the client’s presence.
 Meet both a personal need as well as business need.
 Having the objective (i.e. profit-oriented) and ownership (public
limited).

Business Volume:

Total revenue (Yearly)= 3 Million approx.

Operating expenses are 70-80% of the hotel revenue.
Non-operating expenses and depreciation are almost 10 % of the total revenue.
So the left out profit is 10-15 % of the total revenue.

Number of Employees:
The total numbers of employees working in PC Hotel Rawalpindi are more than
600 out of which 427are permanent while remaining are on daily wages. Major
portion of employees are working in F&B (food and beverage) department and
house keeping department. Because, as we know that hotel industry basically deals
with restaurants and rooms, so to make and maintain their standards concerning
these areas (rooms and restaurants) employees are needed. They are also needed to
cook and serve food and to maintain the services in halls, to maintain rooms &

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services in rooms. 23 numbers of employees are working in the Human Resource
Department of them 5 are working in HR Office.

Product Lines:
Product Line of PC Hotel RWP are as follow:

1. Rooms
2. Restaurants
3. Swimming Pool
4. Health Club
5. Baker’s Boutique
6. Banquet Halls

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 Overview of Human Resource Department

Introduction:

The primary objective of the Human resource Department is to provide detailed

guidelines, for the various procedures, which cover the company policies for personnel,
training and security i.e., to oversee and direct all aspects of personnel operation which
cover the following: -
 Budget.
 Recruitment.
 Orientation.
 Training.
 Career Counseling/legal/employee relation.
 Union Contract.
 Review personnel policies.
 Review benefits/compensation etc.
 Develop employee security/safety measures.

Central Focusing Theme of HR Department:

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 “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 Stake Holders’ Expectations. We Feel
Pride In Making Efforts To Position Pakistan In The Forefront
Of The International Arena.”

Vision statement is further broken into following to help the organization to achieve its
objectives successfully.

To excel in providing five star services and product quality by:

 Recognizing that a satisfied customer is the ultimate goal.

 Having satisfied and motivated associates.

 Positioning for changing customer needs by bringing more variety and

customization to the product.

 Improving physical structure and equipment.

 Positioning the hotel to cope with upcoming competition.

 Providing personal example of excellence and attention.

 Efficiently handling of human resources to help the management in achieving

hotel objectives.

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 Functions of HRM Department in PC

Main Functions:

 Recruit new personnel whenever it receives Vacancy Notices from any of

the department.

 Imparts induction and on-going training to the employees.

 Union contracts.

 Review personnel policies.

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 Human Resource Department

This department basically deals with the matters like payroll, admin, training &
development, recruitment, discipline hygiene, pay and allowances, leaves, security etc of
the employees of the hotel.

Slogan of HR Department
PC Hotel Rawalpindi

“Focus on making things better not bigger”

Organizational Structure:
This department is headed by Human Resource Manager assisted by Asst Personnel
Manager, then Sr. Personnel Officer then Staff Oriented Officer, Sr. Training Coordinator
and Sr. Time Office Supervisor this is the team, which looks after the HRM requirements
of entire employees (more than 600 employees), which includes all the function of HR
department.

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 Tasks / Responsibilities:

Human Resource Manager:

The Human Resource Manager of PC Hotel is responsible for the direction,

supervision and administration of all staff other than executives. General duties of
Personnel manager are as under: -
1. Organizes and directs the efficient and timely hiring for all levels of employees, including
Executive Committee Members for the Hotel. Hiring should be in conformity to companies
hiring policy.

2. Responsibilities to include the following: recruiting of qualified candidates from all

available sources, e.g., Internal & External referrals, advertising campaigns, employment agency
contacts; screening & interviewing candidates; scheduling candidate interviews with department
heads; performing reference checks; making hire/no hire recommendations to responsible
management; and make offers of employment and subsequent follow-up to effectively meet all
manpower needs and maximize the cost effectiveness of the hotel’s operation.

3. Arranges computerization of HR records.

4. Organizes HR records, arranges its storage and retrieval. Ensures classified information
and all personnel data are kept under proper security and confidentiality is maintained.

5. Interprets, administers and be the hotel representative for any personnel related
bargaining agreements in effect at the hotel to ensure uniform application and cost effectiveness
and to further ensure all management rights are exercised to the optimum in accordance with
common sense. Handles grievances at various steps/levels. Responsible for the completion of the
preparation for union contract and bargaining process. Responsible for establishing effective
rapport with union officials to better facilitate administration of the contract.

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6. Directs the administration and control of all hotel employee benefit programs and their
related costs by providing assistance to the employees to explain the various employee benefits,
initiating all requests for retirement benefits; preparing and submitting various benefit reports to
Corporate office; and remaining cognizant of statutory requirements that pertain to employee
benefit programs.

7. Constantly keeps in touch with the legal advisor regarding labor problems and advises
corrective action to management.

8. Represents & protects the hotel’s interest in labor hearings by processing and maintaining
adequate records on all claims, providing information to agencies, attending court hearings,
reviewing all compensation awards, disputing improper awards as necessary to insure the best
possible cost impact to the hotel.

9. Organizes, manages and administers the hotel Wage and Salary Administration program
by performing local wage surveys. Maintains all job descriptions and salary grades in an up-to-
date manner; establishes and maintains employee performance appraisal programs; maintains a
pay for performance increase program to ensure the hotel attracts, retains and motivates the best
qualified employees while maximizing the cost effectiveness of the hotel operation.

10. Plans, organizes and directs the development and maintenance of employee orientation
program to induct all new employees. This program is to provide assistance in the explanation
and distribution of various hotel information, rules and regulations; explanation of employee
benefits; and thus facilitates the smooth transition of new employees into the hotel work force.

11. Develops, coordinates and maintains overall responsibility for the training activities in
the hotel including seminars, training programs and outside educational programs. Continually
identifies and develops hotel employees with transfer and/or promotion potential; coordinates the
participation in corporate management development programs.

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12. Develops and administers employee and community relations programs for the hotel to
include employee recognition programs, service awards, and any other programs that will
enhance the relationship of employees to the hotel, establish better lines of communication and
equitably resolve any job related problems, and foster the best possible relationship between the
hotel and the community.

13. Coordinates for Annual Budget for Manpower and prepares budget for Training &
Development of Associates.
14. Up dating and preparing salary structure comparisons of hotel industry.

15. Organizes, directs and manages the maintenance of all personnel records according to
good business practices that the hotel is in compliance with all statutory requirements.

16. Coordinates and maintains the hotel’s safety programs and maintains all employee
accident records, ensures regular safety/fire training seminars are held and all employees attend
on a regular basis.

17. Directs & supervises the timekeeping office to ensure accurate, friendly and efficient
keeping of time records.

18. Coordinates / administers discipline and grievance procedures in accordance with all
statutory requirements.

19. Acts as an advisor to General Manager on Human Resources.

20. Functions as primary support to the direction of Human Resources, including activities in
employment, benefits, payroll, worker’s compensation and associate relations. Implement the
Hotel’s business plan and develop a Human Resources strategy in alignment with this.

21. Create, implement and oversee the Hotel training programs and learning systems to
support workforce planning and career development.

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22. Monitor the compliance of PC policies.

23. Act as consultant on associates issues and counsel managers and associates.

24. Provide positive relations/interact with highly diverse associates, vendors, community,
agencies, clients/guest, and corporate/regional Human Resources staff.

25. Responsible for all office correspondence. Incoming and outgoing

mail.

26. Responsible for the shifts and arranging the staff transports.

27. Keeps a close contact with law enforcing agencies and authorities in
maintaining law and order in the event of special VIP visits to the
hotel and functions.

He also instructs and supervises the preparation of: -

 Monthly statement of the employee’s group insurance.

 Fortnightly report.

 Social security.

 Employee’s old age benefit records.

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Minimum Experience for Employment of HR Manager:

 HR management with knowledge of PC’s HR policies and procedures or

completion of PC’s HR program.

 Other PC management experience with appropriate training.

 Basic computer skills.

 Certificate in Human Resource Management.

 College Degree.

Potential Career Opportunities:

 HR manager larger scope, Director of Personnel Services, Director of HR.

 Manager HR front desk manager, housekeeping manager.

 Management or Department head position.

Responsibilities of Asst Personnel Manager:

Basic responsibility of Asst Personnel manager is to assist the Human Resource Manager
in all the above-mentioned duties. His duties are:

Duties and Responsibilities

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1. Supervises and controls all administrative affairs, ensuring compliance with all Corporate
and hotel policies and procedures; and local and government regulations pertaining to
employment practices.

2. Develops and implements recruiting and screening systems and procedures in order to
attract most qualified candidates for position vacancies.

3. Assists the HRM to keep a constant check on man power hiring as per authorized
strengths/policies.

4. Assists HRM to conduct interviews.

5. Assesses needs, recommends and oversees training in coordination with the Training
Manager.

6. Counsels hotel personnel as needed in areas such as career planning, training, and
development, employee relations, and legal requirements related to personnel.

7. Investigates and reviews all disciplinary actions to ensure union agreements, applicable
laws regulations and PCH policies / procedures are followed. Consults with department heads on
appropriate action and recommends to HRM final action to be taken.

8. Serves as a member of union contract negotiations team as directed. Actively participates

in the establishing of union contracts.

9. Reviews personnel policies, procedures and practices recommending improvements to

HRM.

10. Implements and monitors and effective employee relations program in the hotel.

11. Disseminates information affecting employer employee relations, employee activities and
hotel personnel policies and programs.

12. Maintains and updates files on employee records, legal documents, policies and
procedures and other Personnel matters.

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13. Keeps all HR records up to date.

14. Inspects regular, employee locker rooms, lockers and other employee facilities to ensure
they are well maintained. Also checks the cleanliness and food of cafeteria on regular basis.

15. Monitors transport/conveyance facility for employees.

16. Participates in developing and implementing programs to ensure employee health and
safety.

17. Monitors present and future trends, practices and systems in the personnel field and
makes recommendations relating thereto.

18. Analyzes hotel manpower requirements and recommends selection and development
activities to meet those requirements.

19. Oversees implementation and administration of union agreements.

20. Performs related duties and special projects as assigned by Human Resources Manager of
the Hotel.

21. Assists HRM by constantly keeping in touch with the legal adviser regarding labor
problems and advises corrective action to management

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 HRM Practices on HRM Functions

Job Description
Need for a job:
As far as the creation of a job is concerned the HR Dept in PC Hotel knows that a vacant
place or job has been created in any of the department. Firstly the PC Hotel has provided
a list of jobs that are filled in accordance with international standards, however this is not
a compulsion and depends upon the needs of the hotel management. Secondly in case a
dept feels to fill in a vacancy, head of a particular department sends a requisite form to
the Personnel Manager. In this form head of the department specifies whether the
position is for a new employee, replacement, qualifications required and their respective
justifications. This requisition form is sent to Personnel Manager and General Manager
respectively for their approval.

The need of vacancy may also arise because of:

 New job creation.
 Replacing old retiring staff.
 Replacing dismissed staff.
 Replacing promoted staff or
 Replacing an employee on job rotation.

Recruitment Media:

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Mostly walk-in interviews are a part of recruitment method being followed by the HR
Dept. applications are kept in separate files according to the job titles and when ever there
is a vacancy suitable candidates are called for selection. HR management in PC
Rawalpindi has also tried consulting Central Bargain Agents for hiring employees but it
failed to come up their standards.

Selection Procedures
It covers the following aspects: -

Selection Board:
It includes: -
 General Manager.
 Human Resource Manager.
 Asst Personnel Manager.
 Head of Vacant post dept.

Working of Selection Board:

The methodology of this board in PC Hotel is quite different. During the process of
assessment they don’t consult with each other but give their independent views about the
suitability or unsuitability of a particular candidate. Walk-in interviews are open all the
times and when there is a vacancy for any job in any of the departments; CVs of the
candidates are consulted.

Role of HR Department:
Staff Oriented Officer short-lists the candidates for interviews and carries out their initial
screening. After necessary scrutiny he verifies the eligibility of various candidates for the

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vacant posts. Thereafter he selects the candidates for further assessment and interviews.
The selected candidates are sent to Human Resource Manager for further tests.

Role of a Human Resource Manager:

The HR Manager of PC Hotel Rawalpindi notes the analysis result of ach on an
assessment form. He takes care of following aspects during the interview / test of a
candidates:-
 Personality tests.
 Psychological tests.
 Aptitude tests.
 Mannerism checks.
 Learning capabilities.

These tests are taken in an informal way where the candidate is unconscious of the fact
that he is being tested. The HR Manager notes down the results on his Assessment
Performa for further evaluation. The time for evaluation of a candidate varies depending
upon his personality depth and capabilities.

Head of the Concerned Dept:

After evaluation by HR Manager the Head of Vacant Post’s Dept interviews the
candidate where he is interviewed. The Head of the Dept also conducts technical test,
related to the job.

General Manager:

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The rating by HR Manager and head of the dept is strictly done by their own personal
opinion. After this the General Manager assesses the result of both, calls a meeting,
assessment is discussed and finally the most suitable candidate is selected for the
vacancy. A few of the candidates are kept on the waiting list, so that after the probation
period the unsuitable candidates can be replaced.

Background Checks:
The candidates who are considered for a position in PC Hotel are also checked for their
previous records if any. A letter of confirmation and opinion is sent by HR Dept to the
previous organization to check the experience and reliability of the candidate. However
personal misunderstandings and problems in the previous organization are not
considered.

Medical Test:
The last test in the PC Hotel regarding the selection of a candidate is the medical test
batter, which the candidate qualifies for the position.

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 Job Evaluation

The higher authorities of the Hotel judge the performance of newly hired employee. After
the employment the new employee is kept on a probation period where he is given
training specific to his job. The probation period is maximum of 9 months and minimum
of 3 months. During this period if the hired employee shows expected level of skills and
abilities required by the job, his employment is confirmed.

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 Development and Evaluation

Training department:
To maintain its high standards, the Hotel Management organizes and conducts good
quality of training of their employees. This Dept is closely assisted by HR Development
(HRD) i.e. under taken by Training Manager along with an Assistant. This training is
organized within the Hotel as follows: -
 A dedicated training staff to plan and conduct the training of staff / employees.
 Initially the new enrolled staff is employed and observed for 3-9 months of
probation period.
 The employees are briefed about the house rules on their arrival.
 Detailed orientation of all the departments is carried out.
 The new employees are introduced to key people of the Hotel.
 On the job training is conducted and the employees are placed under a supervision
of senior staff member of the particular department to watch, supervise and
correct their mistakes.

Orientation:
A booklet of rules and regulations is issued to each newly selected employee to introduce
the basic ethics and rules of the Hotel. This ensures proper grooming and discipline. The
new employee is taken around all the departments and explained about their working. He

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also spends some time with each department to have an overview of the Hotel’s complete
way of working.

Career Planning:
Career planning of the employees is one of the important stages of development and
evaluation process at PC Hotel Rawalpindi, which includes: -
 The HR Dept of PC Hotel lays special emphasis over the further career planning of
its employees who have the potential to rise.

 HR planning is carried out to identify the future needs of the Hotel and

steps are taken to ensure that employees are placed at the right position where their
skills can be further improved or where their skills, abilities and capabilities can be
fully utilized…. Best Person for the best Job.
 Those who have the potential to rise further are picked up and groomed/trained for
the next appointments.
 Employees are also provided the opportunities to attend various long and short
courses to further improve their skills. HR Dept ensures arrangement of such
activities.
 To make the employee familiar to the current trends and improve their skills,
frequent seminars, lectures and departmental briefings are conducted.

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 Performance Appraisal

Performance appraisal is the systematic description of the job relevant strengths and
weakness of an individual or a group. This is given due weightage by the HR Dept
keeping in view the following two major processes: -
 Improving the job performance of employees.
 Providing information to the employees and managers for use in making
decisions.
 Performance appraisal is being done on monthly basis in PC Hotel and record is
also maintained. The main purpose is to create competitive environment in the
Hotel.
 To give feed back to employees, employee of the month is selected and his
credentials along with the photograph are displayed in various departments.
 Similarly supervisor displaying good performance is also selected and declared
supervisor of the month.
 Purpose of the performance appraisal at PC Hotel Rawalpindi is briefly described
with the help of following diagram.

Employment
Decisions

Diagnosis of Employee
Organizational Feedback
Problems 27
 Purpose of Performance
Appraisal Systems

Objectives for Criteria in Test

Training Program Validation.

 Performance appraisal at PC Hotel is carried out keeping in view the

factors like attendance, appearance, dependability, and quality of work, job

knowledge and relationship with senior and juniors

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 Compensation and Protection

This basically covers the programs that encourage and ensures reward performance. Pay
system and various incentives at PC Hotel are designed to attract, retain and motivate
employees; to achieve internal, external and individual harmony. It also helps the HR
Dept to maintain a balance in relationship between direct and non-supervisory
employees.

Pay System:
This is tied / linked to the strategic mission of the Hotel. Labor market conditions, ability
to pay and skill of an employee are also kept in view while devising various pay scales.
Their broad objective in developing pay system is to assign, a monetary value to each job
category. Pay structure is devised to achieve comparable worth, the effect of inflation,
pay compression and pay raises.

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 Incentives/Rewards

To keep an environment of competition among the employees and to encourage them for
their good performance various rewards and incentives are given to them by the
management. These are: -

 Commendation awards.
 Honesty awards
 Employee of the month.
 Supervisor of the month.
 Promotion to the next rank.
 Cash awards.

The employees are also given full advantage of the fringe benefits such as: -

 Transportation.

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 Free meals during working hours and free laundry for the uniform.
 Free medical checkups.

 15 days sick leave during the year with full pay

 Medical, casual and earned leaves are given as per the Govt rules.
 Recreation allowance.
 Provident Fund.
 Birthday cake for employees.
 Gratuity
 Bonus

Security/Safety/Health

The HR Dept looks after its employees with regards to their health and safety/security
aspects as well, which includes: -

 Pre-employment medical.
 100 % free medical facilities are provided to the employees.
 Comprehensive coverage through social security Hospitals.
 Social security hospital cards are issued to each employee.
 House Doctor for medical treatment during working hours.
 Comprehensive group insurance.
 Periodic vaccination of employees.

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 Employees Relation / Assessment:

HR Dept in PC Hotel creates a productive and satisfactory work environment through

effective employee relation. Having a check on their activities and anticipating the future
challenges achieve it.

Development of Employee’s Relation:

SOPs of the 5 properties (PC Karachi, PC Rawalpindi, PC Lahore, PC Peshawar, and PC

Bhurban) are followed in his regard.
 Inter and intra departmental relations are developed through frequent interactions.
 Employees are taught how to deal with their colleagues within the dept and with
other depts.
 Frequent training including job training is conducted to make the employees
familiar with each other.
 Special meetings are held in case of any problems and troubles.
 In case of any problem, counseling of the employee is conducted through a
counseling committee.

 Internal rifts among the employees are resolved through mutual understanding

and co-operation

Employee’s Union-PC Hotel:

PC Hotel looks after its employees by allowing healthy Union activities. The Union
works in a manner so as to look after the interest/welfare of the employees as well as the
Hotel.

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Objectives:

 To fulfill the legal demands of the employees.

 Help the Management in smooth running of the Hotel.
 Work in close co-ordination with Hotel Management.
 To help the Management in discipline matters of the employees.

Working Strategy:

 Demands are gathered during frequent meetings with the employees.

 Demands are finalized after every two years in June however demands of

immediate nature are catered ASP.

 Demands are given the shape of a Chapter.
 Charter is presented to the Management.
 Negotiations with Management are carried out in the presence of Union reps.

A central
settlement is

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reached and
agreed benefits
are given to the
employees.

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 SWOT Analysis

Strengths/Scope of HR Department

Following are the strengths of PC Rawalpindi:

• The whole HR department is very well and highly qualified. The higher
management tries to increase the personal and professional qualification of the
HR employees by holding different seminars and workshops on latest HR
practices.

• The hotel welcomes very much if any inexperienced person enters in HR

department.Because they are of so sure about their HR department that all of the
Existing Employees will try their best to train him/her for his/her future HR job.

• The HR department also arranges the visits of its HR employees to the HR

departments of other hotels like Marriot International Islamabad and Serena
International Islamabad.

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Weaknesses:

In order to manage people effectively in today’s world of work, it is essential to

understand and appreciate the significant competitive, legal and social issues. The HR
Dept of PC Hotel Rawalpindi has to cope with following weaknesses to help the
management to achieve their objectives:

Internal weaknesses:

 Relationship between workforce and organization is the main challenge. HR Dept

in consultation with union management has to ensure a continuous flow of good
relationship between the management and employees.
 Due to highly changed dynamic environments HR department has to remain
current with regards to duties, skills, future needs, current trends efficiency and
smooth running of the hotel.
 Handling of personality conflicts among Hotel employees possessing diverse
nature and habits is also one of the great challenges encountered by the HR
department of PC Hotel. To overcome such type of conflicts successfully, the HR
dept carries out counseling of such individuals at each level. The immediate
supervisors on arising also deal with such conflicts.

External weaknesses:

 Managing Workforce Diversity: Being run at international standards and to

ensure that same nationals, PC Hotel, attend customers approaching from other
countries recruits and maintains a diverse workforce. So diverse cultural

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workforce posses a great challenge to PC Hotel to ensure smooth relationship and
work environments among the employees.

 Lack of Trained Workforce: In Pakistan very few institutes are able to

provide trained workforce for the hotel industry on international standards. The
HR dept of PC Hotel has to recruit and select the raw material and convert it into
efficient workforce.

 Global Competitive Environment: Since PC is an International

organization, so it has to maintain some standards through out the world. HR Dept
has to play the key role to help the hotel to achieve these standards.

 Economic Challenge / Govt. Policies: Impact and effects of the economic

changes due to Govt. policies pose another major challenge to the HR Dept of PC
Hotel. Economic changes affect the pay benefits and various financial packages,
so the HR Dept has to strive hard to devise new packages.

 Main Competitor: To keep the employees loyal to the Hotel and ensure their

retention, the turnover rate has to be kept minimum by the HR Dept.

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Opportunities:
Following are some of the opportunities which are available to HR department in near
future:

• As the PC Hotel is an International hotel Chain all over the world and maintaining
its HR department in every set up so the employees here have chance to work in a
broader prospective and gain greater experience and knowledge about latest HR
practices.

• In January 2005, the whole HR department is starting seminars and workshops on

latest HR practices after1 month duration. So this will provide training and
development to the HR employees.

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 Threats:

HRM has gained much importance in today’s time. Without proper HR Dept no
organization can achieve its objectives efficiently and successfully. Although the
Personnel Dept of PC Hotel performs all the duties, which the HR Dept is suppose to
perform. However if faces certain problem in absence of a proper HR Dept. PC Hotel is
in the process of developing HR Dept on international standards and in the period of the
month or so it will be converted into HR Dept. presently the problems being faced are: -

 Present staff of HR Office is over burdened due to the fact that it has to perform
all the duties of HR Dept with the same strength.

 The Hotel is lagging behind from the International Hotels standard that affects its
performance in some areas of HRM.

 Performance of the HR Office is erratic at times.

 Erratic performance of HR Dept also results in low productivity of employees.

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 Needs of the modern technology are not fulfilled due to the absence of this Dept.

Recommendations and Suggestions

To help the Management to achieve its objectives successfully on the International
standards following suggestions are offered:-

 It should introduce Strategic Human Resource Management to use the workforce

most wisely with respect to the strategic needs of the organization. This should cater for
committed employees, uncompromising dedication to quality, developing of talented
people, focus on growth and building career opportunities.

 To further improve the quality of work reward-based suggestion system should be

designed and implemented.

 Progressive organizations rotate their best managers through various specialized

HRM functions as a required part of their development and a way of bringing line
experience to HRM problems. PC Hotel should ensure that higher level of education and
experience is given to those individuals who are employed on HRM assignment. For this
purpose training in HR duties should be conducted.

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 Extensive seminars and lectures should be conducted to identify the needs before
introducing the HR Dept.

 Apart from the walk-in interviews alternative method should also be employed to
fill the vacant posts.

 Today emphasis is on effective use of Information Technology to reshape HR

functions in order to meet the management needs. Keeping this in view the Hotel should
also develop HR Information System and all the data of the employees should
computerized.

 Alternative methods of employees’ performance appraisal should also be used.

Conclusion
The importance of Human Resource Management in an organization cannot be denied. In
case of a Hotel industry it gains more importance where a large number of diverse
workforces have to be handled by the management. At PC Hotel Rawalpindi the HR Dept
is providing the Human Resource Services to fulfill the management requirements
smoothly and efficiently. We have concluded that in PC Rawalpindi HRM is running in a
very organized and systematic manner. Through their dedication and commitment to their
duties the HR Dept has made an endeavor to successfully implement the management’s
policies and procedures in the Hotel.

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 References

1. Col Zulfiqar Ahmed

Human Resource Manager
HR Department

2. Attique –ur- Rehman

Human Resource Coordinator
HR Department

Contact numbers:

051-556601 – EXT- 5870

-5692

Email Address:

Tamman_1@yahoo.com

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