HR Department of Pearl continential

7/31/2010

Project of Human Resource Management | Successors

UNIVERSITY OF THE PUNJAB

HR DEPARTMENT OF PEARL CONTINENTAL (PC)

HR Department Of Pearl Continental (PC)

Project of Human Resource Management

Submitted to:

Sir Ashar Shakeel

Submitted by:

Attiq-ur-Rehmam MC09128

Shahzad Yamin MC09129

Sajid Ali MC09144

Ali Sufyan MC09130

Yasir Ayub MC09103

Ahmed Hayat Luck

MC09140

University of The Punjab | Project of Human ResourceManagement

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University of The Punjab | Project of Human ResourceManagement

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Dedication

Our group dedicates this project to our parents who encourage us & help us

in every field of life & of course our teacher without whom we could not

able to make this project. May they live long.

(Aamin)

University of The Punjab | Dedication iv


Acknowledgment

First of all we thank our Almighty ALLAH who has blessed us the courage,

energy to complete our final project.

This course work project which is the assignment of our M.com program is

dedicated unanimously to our Sir. What we have learnt from this program is

not the gift of our course books but is the relentless hard work and skill of

our instructor. Whatever benefit we will get by this course in our personal

life is one thing but the quality of the knowledge that has been delivered to

us will remain with us.

We are also thankful to all those who helped us to collect the data without

which my report would not have been completed

University of The Punjab | Acknowledgment v


Executive Summary

There are several information-related issues at hand for Pearl Continental

Hotel Lahore of primary importance is the human resource department

that has the capability of performing functions such as:

Job analysis, recruitment, training and development, performance appraisal,

setting compensation policies and providing safety and health to their

employees.

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.

University of The Punjab | Executive Summary vi


Table of Content

Introduction of the company 1

Vision statement 2

Mission statement 3

History of PC hotel 4

Organizational Chat 5

Business of the Organization 6

SWOT Analysis of PC 7

Strengths......................................................................................................7

Weakness.....................................................................................................7

Opportunities...............................................................................................8

Threats.........................................................................................................8

Departments of the PC 9

Hierarchy of HR Department 10

Activities performed by the HR department 11

HR’s Role as a Strategic Partner...............................................................11

Practices Followed by HR Department 12

Job Analysis 12

Job Description...........................................................................................12

Job Specification........................................................................................12

Recruitment and Selection Process 13

Recruitment Procedure..............................................................................14

Recruitment Practices................................................................................15

University of The Punjab | Table of Content vii


Sources of Recruitment.............................................................................15

Inside Candidates...................................................................................15

Outside Candidates.................................................................................15

Internees a Source of Outside Candidates.............................................15

Selection....................................................................................................16

Selection Procedure...................................................................................16

Interview....................................................................................................17

Orientation and Training process and procedures 18

Orientation.................................................................................................18

Training & Development............................................................................18

Training Appraisal......................................................................................18

Performance Appraisal Process and Methods 20

Method for Performance Appraisal............................................................20

Factors Considered while Appraising....................................................20

Employee Benefits 21

OTHER BENEFITS.....................................................................................21

Health & Safety Conditions 22

Career Development 23

Flaws 24

Conclusion 25

Recommendation 26

Glossary 27

Bibliography 28

University of The Punjab | Table of Content viii


University of The Punjab | Table of Content ix


Introduction of the company

Pakistan Services Limited (“PSL”) was incorporated in 1958

as a Public Limited company and is quoted on Karachi Stock

Exchange since 1964. The primary business of 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 &

Lahore became the pearl continental hotels. Another pearl

was added to the chain in1992 at bhurban.

Pearl Continental Hotel is the first Pakistani chain which has

achieved excellent international standards of services,

quality and

University of The Punjab | Introduction of the company x


Vision statement

The vision statement of PC Group of Hotels is

“We’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.

University of The Punjab | Vision statement xi


Mission statement

The mission statement of PC Group of Hotels is

“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.”

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.

University of The Punjab | Mission statement xii


History of PC hotel

The pearl continental hotel, Lahore is a five star hotel

located on Sharah-e-Quaid-e-Azam, on the same stretch of

road as the Alhamra Arts Council, Lahore Zoo, Avari hotel

and the Parliament building.

Pearl Continental Hotel Lahore being the only five star

hotels in town, offering matchless services and facilities

stands tall among the small hotels surrounding its premises.

Most of the surrounding hotels lag far behind Pearl

Continental Hotel Lahore in standards because it has always

been the choice for budget meetings seminars symposium,

conventions weddings training courses corporate meetings

and conferences. Over the years Pearl Continental Hotel

Lahore has gained the reputation of providing variety of

foods in different restaurants and managing outside

caterings.

The Pearl Continental Lahore is a 5 Star Deluxe hotel

centrally located in the heart of Lahore. The Hotel is 5

minutes drive away from the central city and 25 minutes

away from Allama Iqbal International Airport. Main

attraction for visitors to Lahore are Lahore Fort, Magalia

Badshahi Mosque, Magalia Shalimar Gardens, Polo Club,

Gymkhana Golf Course, Alhamra Arts Council, Lahore

Museum, Quaid-e-Azam Library and Race Course Park

which are within 10 km radius of the Hotel. The point of

interest for the guest also includes Wahgah Border.

University of The Punjab | History of PC hotel xiii


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.

University of The Punjab | History of PC hotel xiv


Organizational Chat

University of The Punjab | Organizational Chat xv


Business of the Organization

The nature of business of PC hotels is hospitality & provides

the following facilities:

Laundry/Dry Cleaning

Jeweler & Gem Shops

Car rental

Baby sitting

Parking

Travel desk

Airline office

In house doctor

Florist

Book store

Business centers

Pharmacy

24 hour room service

ATM

University of The Punjab | Business of the Organization xvi


SWOT Analysis of PC

Strengths

Market Leader

Quality Products & Services

Straight Staff

Brand Name

Brand Image

Weakness

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.

Few of the weaknesses of Pearl Continental Hotel are as

under;

Immediate promotion depends on situation to

situation. 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.

University of The Punjab | SWOT Analysis of PC xvii


PC’s HR department not has their specified questions

while conducting the interview. The main top

managers of the HR and the concerning department

take the unstructured interview in which no question

is asked on a specific pre-determined questionnaire

format. They ask on-time questions from the

interviewer.

Opportunities

New on going projects (flour parking)

Threats

Current Competitors:

• Holyday INN

• AVARI

• Royal Palm

• Country Club

New Competitors

Economic Situation

Political Situation

University of The Punjab | SWOT Analysis of PC xviii


Departments of the PC

Front office

Laundry

House keeping

Accounts

Credit

Purchase

F & B (food & brewages)

Kitchen

Sales

Public relation

Human resource

Training & Development

Security

IT

Engineering

Privilege club

University of The Punjab | Departments of the PC xix


Hierarchy of HR Department

University of The Punjab | Hierarchy of HR Department xx


Activities performed by the HR department

Personnel planning

Recruitment

Selection

Interview

Orientation

Training

Performance appraisal

Benefits & Compensations

Health & safety

Firing

HRIS

Payroll

HR’s Role as a Strategic Partner

The PC use competitive strategy. HR department helps

organization to achieve its goals by hiring committed,

competent, and customer-oriented workforce. There for

The recruitment and selection process in an organization

has to be aligned with the corporate mission and

objectives.

University of The Punjab | Activities performed by the HRdepartment

xxi


Practices Followed by HR Department

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 diaries/logs & then presenting them to

the HR department which consequently writes down the

specifications for the personnel required.

Job Description

Skills and Efforts

Tasks

Responsibility

Outlines of the Duty

Whom to Report the Task

Job Specification

Qualification of employee

Experience of employee

Personal attributes required for the job

Interpersonal skills and communication skills.

University of The Punjab | Job Analysis xxii


Recruitment and Selection Process

University of The Punjab | Recruitment and Selection Process xxiii


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.

Then according to the requirement, job specification

and job description is prepared by the HR manager.

The immediate supervisor tells about the place to be

full-filled. HR manager then has to consult with GM of

the particular unit. After the proposal has been

discussed the approval is given.

PC does not rehire employees which have gone. They

prefer fresh graduate’s employees.

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.

University of The Punjab | Recruitment and Selection Process xxiv


They provide 100 % Diversity (Equal opportunity to

both genders).

Applications from candidates are kept in separate files

according to the job titles and whenever there is a

vacancy available.

University of The Punjab | Recruitment and Selection Process xxv


Recruitment Practices

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 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.

Sources of Recruitment

Inside Candidates

As soon as a position is vacant a memo is issued throughout

the organization. The employees interested in the vacant

position drop their application forms at HR department. The

other source for internal candidates is referrals.

Outside Candidates

University of The Punjab | Recruitment and Selection Process xxvi


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.

Internees a Source of 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.

Selection

At PC for some jobs (i.e. chefs) they use work sample testing

technique, 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

Firstly they trickle downs the CV’s. Then call only

those for the interview which have been selected.

University of The Punjab | Recruitment and Selection Process xxvii


Selection is based on the eligibility of qualification and

experience. If the candidate has the qualification and

experience according to the job specification then he

is called for the interview.

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.

University of The Punjab | Recruitment and Selection Process xxviii


Interview

Step by step procedure is followed in the interviews.

The candidate is first interviewed by the manager of

PC and the Director HR. This interview is

unstructured, the HR manager asks frequent question

to screen out the eligibility and potential of the

candidate. After conducting interviews from all the

candidates he prepares a list of the capable

candidates.

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.

For top level they also have Panel interview.

University of The Punjab | Recruitment and Selection Process xxix


Orientation and Training process and procedures

Orientation

After the selection process the employee is given

A brief introduction of the hotel

Property Round

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.

For executives the orientation process is for a month.

The executives move from department to departments

Training & Development

English language course (for guest area employees)

Fire fighting

First Aid

They may send their employees out of country for

training( High level)

Training Appraisal

After training, the trainee performance is appraised by the

immediate supervisor. The immediate supervisor in pearl

University of The Punjab | Orientation and Training process andprocedures

xxx


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.

This appraisal shows trainees:

Ability/Desire to learn new things.

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.


xxxi


These appraisal forms are sent to HRD for re evaluation and

they keep these forms as a record of employee’s

performance.


xxxii


Performance Appraisal Process and Methods

Method for Performance Appraisal

360 degree

Graphic Rating

Factors Considered while Appraising

Conduct

Appearance

Professional Work

Leadership & Teamwork

Planning & Organization

Initiative & Creativity

Communication

Training Skills

Business Attitude & Operational Performance

Achievements of Objectives

Besides this they also consider their customers feedback

regarding employee performance in order to bring quality

improvements.

An immediate supervisor plays an important role in

performance appraisal. The actual appraising is done by the

immediate supervisor of each employee

University of The Punjab | Performance Appraisal Process andMethods

xxxiii


Employee Benefits

Medical facilities

Life insurance

Increments

Honesty award

Provident fund

Discount policy (50 % discount in Restaurants)

Free 7 days stay at any PC hotel for the employees

OTHER BENEFITS

Free uniform is provided to all employees.

Free laundry services for employees’ uniforms.

Free transportation for female workers.

Hajj Lucky Draw Package

University of The Punjab | Employee Benefits xxxiv


Health & Safety Conditions

In PC there is a Safety, Health & Environmental Committee

House doctor

Training manager

HR managers

Security

These all departments have one representative who is the

member of that committee

The following measures is taken by that committee

Health and safety laws

Security Measures

In-house doctor and Dispensary

Contract with Services Hospital

Hygiene of employees

Fire preventions

Energy conservation

University of The Punjab | Health & Safety Conditions xxxv


Career Development

This is in progress. Hr department helps the old employee

and make it ready to the new position.

University of The Punjab | Career Development xxxvi


Flaws

No proper method for compensation

No plan for carrier development

No proper method for job analysis

Less external recruitment

No benefit after retirement

No proper training program

University of The Punjab | Flaws xxxvii


Conclusion

After a thorough study of Human Resource Department at

Pearl Continental, Lahore we can conclude that PC is a huge

name in the hotel industry and its Human Resource

Department is working dynamically to pursue its

organizational goals. Although it’s HR Department have

some flows which can be recovered. This project has given

us the realistic view of how Human Resource practices are

followed in any organization.

University of The Punjab | Conclusion xxxviii


Recommendation

HR department should prepare a proper program for

external recruitment so that fresh blood comes in the

organization.

There should be proper compensation management.

HR department should plan for carrier development.

Should plan for after retirement.

There should be proper training for every department.

Should do job analysis for low & middle level job.

University of The Punjab | Recommendation xxxix


Glossary

F

F & B

Food & brewages

H

HRD

Human Resource Director

P

PSL

Pakistan service limited

University of The Punjab | Glossary xl


Bibliography

Websites:

http://www.google.com.pk/

http://www.en.wikipedia.org/

http://www.sribd.com

Persons:

Asis Manager HR: Aqeel Ahmed

Officior HR: Abdul Rasheed

University of The Punjab | Bibliography xli

Documents

HR Department of Pearl continential