Professional Documents
Culture Documents
Pearl Continental Hotel HRM PROJECT
Pearl Continental Hotel HRM PROJECT
1. 1. TABLE OF CONTENTS
2. ACKNOWLEDGEMENT
3. HISTORY
4. INTRODUCTION TO PEARL CONTINENTAL HOTEL, KARACHI.
5. 2. PLANNING
6. VISION,
7. MISSION.
8. OBJECTIVES
9. 3. ORGANIZING
10. STRUCTURE OF HR DEPARTMENT
11. FUNCTIONS OF HR DEPARTMENT
12. RECRUITMENT
13. SOURCES OF RECRUITMENT
14. JOB ANALYSIS
15. JOB EVALUATION
16. SELECTION
17. INTERVIEW
18. ORIENTATION
19. 4. LEADING /MOTIVATION:
20. TRAINING AND DEVELOPMENT
21. PERFORMANCE APRAISAL
22. BENEFITS COMPENSATION
23. HEALTH AND SAFETY
24. 5. CONTROLLING:
25. SWOT ANALYSIS
26. BCG MATRIX
27. 6. CONCLUSION.
1
Pearl continental hotel
ACKNOWLEDGEMENTS
“Starting with the name of ALLAH the most beneficent and the most merciful
whose blessings are abundant and favors are unlimited.”
As a mater a fact, people tend to forget those who are behind there achievements and
have stood for them whenever they need assistant.
Our gratitude will be meaningless if we are not grateful to almighty Allah for his
kindness upon us. His benevolence and blessings have made us capable.
FOREWORD
This report covers all the aspects of the human resource management concepts presently
applied in PC. On the basis of observation it has been extracted that Human Resource in
PC is highly motivated due to the perfect conditions provided to them.
HISTORY
2
PSL is hospitality. It initially operated under the management of Inter Continental Hotel;
however, when Hashoo Group acquired PSL in 1985 it changed the name of the Hotels to
PEARL CONTINENTAL HOTELs and became the largest and oldest five star hotel
chain of Pakistan. In October 1985 all the Inter Continental hotels in Karachi,
Rawalpindi, Peshawar & Karachi became the PEARL CONTINENTAL HOTELs.
Another pearl was added to the chain in1992 at Bhurban.
PEARL CONTINENTAL HOTELs is the first Pakistani chain which has achieved
excellent international standards of services, quality and product.
1. INTRODUCTION
The PEARL CONTINENTAL HOTEL, Karachi is a five star hotel located on club road ,
Karachi ,Pakistan .PEARL CONTINENTAL HOTEL Karachi being the only five star
hotels in town, offering matchless services and facilities stands tall among the small
hotels surrounding its premises. Most of the surrounding hotels lag far behind PEARL
CONTINENTAL HOTEL Karachi in standards because it has always been the choice for
budget meetings seminars symposium, conventions weddings training courses corporate
meetings and conferences. Over the years PEARL CONTINENTAL HOTEL Karachi has
3
gained the reputation of providing variety of foods in different restaurants and managing
outside caterings.
The Hotel has 487 exclusively appointed bedrooms, which includes 193 Standard rooms,
238 Atrium Deluxe rooms and 49 Luxurious Suites providing various levels of guest
comfort. There are only 2 Presidential Suites in the hotel.
VISION
We feel pride in making efforts to position Pakistan in the forefront of the International
arena.
MISSION
“Our mission is to be the hotel recognized as the leader in the industry in any aspect. We
are committed to train and develop all our staff members allowing them to grow in their
careers and provide services and standards which exceed guest expectations.”
4
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.
• Job analysis
• Selection
• Recruitment
• Orientation
• Training
• Review benefits
DIRECTOR
HUMAN RESOURCE
MANAGER
HUMAN RESOURCE
5
HUMAN RESOURCE
EXECUTIVE
ADMINISTRATION
OFFICER
ADMINISTRATION
SUPER-VISOR
OFFICE ASSISTANT
ROLE OF HR DEPARTMENT AT PC
Since PC Hotels are a part of the service industry, the HR element of the organization is
fundamental and carries a great value. We interviewed Zia Jaan who is the HR Executive
at PC Karachi regarding the role of HR department in PC. He provided us with his
valuable time to brief some important aspects of PC’s HR practices.
6
Human resource plays a vital role in the smooth running of an organization. The total
numbers of employees working for PEARL CONTINENTAL HOTEL Karachi is more
than 1500. A large number of these employees are working in Food & Beverage
Department and House Keeping Department.
Although PEARL CONTINENTAL HOTEL segregates its employees and their duties in
departments, the individual employees work together as a team to provide the guests with
exclusive services. They view their guests as their first priority and provide them with an
everlasting experience. They struggle hard to maintain the nation’s most exciting hotel
experience. Collectively they provide the guests with such services that the client re-
discovers the simple pleasures of life.
FUNCTIONS OF HR DEPARTMENT AT PC
Like all other HR Departments PC’s HR Department is responsible for managing all the
activities related to Human resource.
• Personnel planning
• Recruitment
• Selection
• Interview
• Orientation
• Training
• Performance appraisal
7
PEARL-CONTINENTAL HOTEL’S HR ROLE IN EXECUTING STRATEGY
PEARL CONTINENTAL HOTEL can also play a vital role in making strategies with
other departments as well. They make their own forecasting plans. Our view is that pear-
continental hotel’s HR is strictly operational and that HR activities are not strategic but it
can help organization in making strategies.
HR can also adapt the strategies made by the organization for them. Mostly the top
managements craft the strategies of the organization. The strategies made for the HR
dept. are then programmed to execute that strategy. For Pearl-Continental Hotel’s
strategies there is a matching human resource strategy.
Here, HR’s role is not just to adapt its activities neither to the PC’s business strategy, nor,
certainly, just to carry out operational day-to-day tasks like paying employees.
8
RECRUITMENT
RECRUITMENT AT PC
Candidate
becomes Director or department head interview
employee final candidates to make final choices
RECRUITMENT PROCEDURE
• The organization recruiting procedure is based on the nature of Job. 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, for permanent employees is different, contractual is
different.
• PC does not rehire employees which have gone. They prefer fresh graduate’s
employees.
9
• Job posting is maximum of 9 months and minimum of 3 months. 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.
• They hire permanent, monthly basis, and also daily basis employees.
• For labor work PC uses contractors to provide them with the specified no. of
employees as required. These employees are hired by contractors on daily wages.
• The organization does not go for child labor as it is unethical and against the
policies of major business firms.
• Applications from candidates are kept in separate files according to the job titles
and whenever there is a vacancy available.
‘Creating a pool of well qualified and talented candidates and choosing the best
candidate from that pool.’
The recruitment and selection process in an organization has to be aligned with the
corporate mission and objectives.
PEARL CONTINENTAL HOTEL has standard a list of jobs that are filled in accordance
with international standards. However these lists are not permanent and new jobs are
added to it keeping in view the changing needs of the workforce. A new vacancy in
PEARL CONTINENTAL HOTEL may arise because of the need to replace the retiring
staff, dismissed staff, promoted staff or replacing an employee on job rotation. In case a
department needs to fill in a vacancy, head of that particular department sends a requisite
10
form to the Personnel Manager. The form contains specifics, e.g. whether the position is
for a new employee or a replacement, qualifications required for the job and its respective
justifications. This requisition form is sent to Personnel Manager and General Manager
respectively for their approval.
1) INSIDE CANDIDATES
2) OUTSIDE CANDIDATES
There are no means used for attracting the outside candidates. PC makes no
advertisements. The word of the mouth from the existing candidates does the job of
getting out side candidates. Internees are one of the sources of the outside candidates.
Basic requirements for internees are the hotel management degrees and
diplomas/certificates in hotel management. The referred candidates are given priority.
Minimum duration of internship is one month whereby internees are not paid. Free food
and laundry services are however provided.
JOB ANALYSIS
At PC job description is prepared for only managerial level post. The job description is
written by the HR department, the employees who are performing/ has performed the
specific job make their contributions by listing down their activities in provided
11
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, or functions, and responsibilities of a
position. Typically, they also include to whom the position reports, specifications such as
the qualifications needed by the person in the job, salary range for the position, etc. Job
descriptions are usually developed by conducting a job analysis, which includes
examining the tasks and sequences of tasks necessary to perform the job. Job descriptions
are used especially for advertising to fill an open position, determining compensation and
as a basis for performance reviews.
• Tasks
• Responsibility
b) JOB SPECIFICATION
Once you are aware of the type of person you are looking to fit your job vacancy, you can
now design a "Job Specification" profile.
12
In PEARL CONTINENTAL HOTEL, the job specification includes:
• Qualification of employee
• Experience of employee
JOB EVALUATION
Job Evaluation is the methods and practices of ordering jobs or positions with respect to
their value or worth to the organization.
According to PEARL CONTINENTAL HOTEL, the method used for Job Evaluation is
as follows:
• Classification Method
• Ranking Method
13
• Point Method
On the other hand PEARL CONTINENTAL HOTEL believes that there hierarchy is flat
in nature. 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. According to this policy PEARL CONTINENTAL HOTEL is also
following ranking method.
SELECTION
Selection varies according to the job post. At PC for some jobs (i.e. chefs) they
use work sample testing technique, whereas the basic criteria for testing and selection
listed are:
• Professional Qualifications
• Computer Skills.
14
SELECTION PROCEDURE AT PC
• Firstly they trickle downs the CV’s. Then call only those for the interview which
have been selected.
• Minimum qualification is matriculation for the lower level staff. And the
minimum Qualification is bachelors for the upper level staff.
• They avoid negligent hiring because they are running five star hotels.
INTERVIEW
• The second step, in this step the selected candidates are called again for the
structured interview which is to be conducted by head of the particular
department.
• In such interviews general knowledge questions which are related to the job are
asked from the candidates. And also the behavioral based question that what
would be the behavior and how a candidate would be performing in a given
certain situation. This helps them to judge the personality, temperament, attitude,
and the minimum stress could be handled by the candidate.
15
• The example of the whole procedure can be such as, 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, describe 4 P’s of marketing or consumer
market and consumer buyer behavior etc. In their opinion behavioral interviewing
is a good screening process to screen out the best of the best people.
ORIENTATION
• The employees are also provided with the job description of their work at the time
of orientation, which guides them for there services they have to provide, and also
introduced to the rules and regulation of the company which includes.
• There is a difference in the dress code of each employee from top to bottom.
Steps used for the training and development of employees at PEARL CONTINENTAL
HOTEL are as follows;
• They provide training their employees on the job and also off the job.
• In Pakistan very few organizations are able to provide trained workforce for the
hotel industry in accordance with international standards. The human resource
department of PEARL CONTINENTAL HOTEL has to recruit and select the
untrained candidates and train them according to their own needs.
16
• PC hotel also use different Training centers at locations like they send their
employees out of country for training.
TRAINING APPRAISAL
After training, the trainee performance is appraised by the immediate supervisor. The
immediate supervisor in PEARL CONTINENTAL HOTEL evaluates trainee
performance on trainee’s assignment, tests and on the job work. This appraisal is very
important and it helps a lot in judging trainee’s behavior. This appraisal also helps to
evaluate employees for promotion.
• Knowledge.
• Leadership qualities.
• Quality Consciousness.
• Discipline.
• Attitude.
• Flexibility.
• Personality.
• Strengths.
• Weakness.
The immediate supervisor gives his remarks (assessment) according to trainees work and
also attaches his tests and assignments during training with that form.
These appraisal forms are sent to HRD for re evaluation and they keep these forms as a
record of employee’s performance.
17
2. PERFORMANCE APPRAISAL PROCESS AND METHODS
• The most important factors that are considered while appraising an employee are:
o Appearance
o Conduct
o Professional Work
o Communication
o Training Skills
o Achievements of Objectives
Besides this they also consider their customers feedback regarding employee
performance in order to bring quality improvements.
18
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?
PC provides some kind of benefits and services to its employees in order to facilitate
them.
BENEFITS
WORK SCHEDULE
Work schedule differs for different posts as managers are required to be present at office
timings. For operations employees the facility of flexible work schedule is available that
is in three shifts. One day is off during the week.
Occasional need of putting in some extra work hours is informed and employees are paid
accordingly.
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.
19
• 15 min for each tea/ breakfast
LEAVES
• Casual (Maximum 3)
• Earned (Minimum 7)
All above mentioned leaves are paid. In case an employee doesn’t avail any leave for a
year, he/she is awarded a cash amount.
MEDICAL FACILITIES
PC provides free medical facility to all its employees and their children.
LIFE INSURANCE
PC provides life insurance facility to its employees. Minor charges are deducted from
employee’s pay.
INCREMENTS
PC offers yearly pay rise to its employees regardless of their performance. The rate of
increments is same for all employees.
OTHER BENEFITS
20
• Free transportation for female workers.
PROVIDENT FUND
MEDICAL ALLOWANCE
Employees not utilizing their medical facilities are awarded Rs.100/month. This amount
keeps on accumulating in the employees’ medical allowance which is handed over to
him/her at the time of retirement/resignation. Similarly this allowance is also conditional
for the termination cases.
Others are medical facility, hospitalization insurance, life insurance, laundry facility,
discount on rooms and restaurants etc.
COMPENSATIONS
Employees are provided with the counseling services during their training at the time of
retirement by the HR manger. These services include:
FAMILY COUNSELING
Family Counseling is a counseling program for employees wherein they are suggested
how to cope with their personal & family problems. 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.
21
PRE-RETIREMENT COUNSELING
In pre-retirement counseling program employees who are willing to work after retirement
are given constructive guidance concerning their second careers.
SWOT ANALYSIS:
Each Hotel has its own SWOT based on their location, season etc. As for
the SWOT Analysis of PC Karachi is concerned SWOT Analysis is basically done
to find out that do they have sufficient resources to cover their weakness and still
achieve their objective?
Strengths
• One of the major strength of PC is that PC is in the hotel market for the past
36 years.
• Have most experience employees available at suitable job, which have
proven their loyalty with PC.
• PC as compare with its other competitions share the advantage of having
300+ luxuries rooms with big bathrooms which no hotel in Pakistan is able
to accomplish.
• PC carries out loyalty program such as keep track of its customers.
• Keep history record of customers who avail the room facilities.
• Records like if a customer prefer something different in his/her room as
compared to there customers, that is kept in record and when the same
customer returns after sometime, his requirement made in history is
22
available which then turns into customers satisfaction as he does not need
to specify his requirements all over again.
• Major strength in identifying the name of PC as a continental hotel has been
played by PC Bhurban.
• PC bares the great advantages on the performances on maintaining good
health clubs, swimming pools, squash courts, tennis courts and all other
sports activities.
• It also maintains excellence in good quality food restaurants.
• The major strength of PC is its voice mail card locking system for perfect
security.
The strength of PC can be the weakness of other hotels as well as the weakness of
PC it self in some sectors.
*PC has a long lobby, which helps it not to look crowded - Sheraton small lobby.
Weaknesses
As fashion changes need, demand and idea also changes.
Opportunities
The opportunities that PC faces are not much due to its well-established position.
23
• Parities wedding and other extra circular activities are opportunity to help
PC recognize its name.
• PC looks up to these opportunities whole-heartedly.
Threats
If in the market there are more than two or more brands of the same type or there
exist an alternative for that product then organization/companies face threats
among themselves or among customers but one can always plan before hand.
• Threats of new entrants like Islamabad Serena are a threat for PC but PC
has planned different alternatives for its threats.
• One of the biggest threats PC has to face is Sheraton being its next door
neighbor.
• As if things don't work with customer at PC like if they bargain for a room
and PC is unable to fulfill their satisfaction then they can always walk
across the road and just knock.
• Law and order situation can also be a threat such as strikes. If law and order
not maintain throughout the country people around the world would avoid
to come to Pakistan and if people wont come then there will be no tourist so
who will rent the rooms.
BCG MATRIX:
STAR PRODUCTS:
CHANDNI
SAKOORA JAPENESE
MARCOPOLO.
24
CASH COWPRODUCTS
Banquet halls
Services
Food chain.
OUR RECOMMENDATIONS
• Smoke, eat, drink, chew gum, whistle, hum or sing in the lobby or any public
areas.
OTHER RECOMMENDATIONS:
• PC should send its managers/employees to abroad for training purpose for it will
ultimately improve the organization’s overall performance.
• More flexible benefits plans should be introduced for employee so they can
choose which suit them the best.
• As PC doesn’t have any special program to bring the outside talent in, so they
need to take this area under consideration.
25
CONCLUSION
26
Q No. 6 What type of test you conduct at the time of recruitment?
Ans: Just a Personality Test, English, Presentation.
Q No. 12 Have you any health and safety plan for employees at
workplace?
Ans: We have Proper Health and Safety Committee, Proper Training
Session Regarding Health and Safety.
Q No. 13 Have you any compensational plans for new and current
employees you offer?
Ans: We have Bonuses, Hajj Lucky Draw etc.
27
Q No: 14 Do you offer any after job benefits to your employees?
Ans: Yes we have,
Medical Facility, Hospitalization Insurance, Life Insurance,
Discount on Rooms and Restaurants etc.
Q No. 15 Through which techniques you handle the stress among employees?
Ans: We have a counseling system and have proper training session
regarding stress management.
Q No. 18 what type of decisions you usually take, under the condition of
uncertainty or risk?
Ans: It depends upon the type of Risk
28
Q no. 20 For which type of activities you adopt strategic, operational,
specific, standing or single use plan?
Ans: For Development, Growth, etc.
29