PC Hotel Lahore

PEARL CONTINENTAL HOTEL LAHORE

Institute of Business Administration 1

ACKNOWLEDGEMENT

Thanks to almighty Allah for enabling me to fulfill all the requirements for the

completion of my internship report.

It is most appropriate to mention the ingenuity of my respected teacher and Institute who

provided me an opportunity to enhance my management skills and to learn a lot form this

practical work experience in this well established organization.

It is my privilege to express my deep gratitude and in calculating thanks to the

management of Pearl Continental Hotel, Lahore especially to Ms. Aasma Naheed

(Training & Development Manager) and to Mr. Umar Arshad Shah (Training &

Development Coordinator) who provided me the opportunity to work in the

environment where quality is everything.

My special thanks to Col. (R) Shahzad Rafique Malik (Director Human Resource) for

his kind and cooperative way of guidance and cooperation and to Maj. (R) Zafar Iqbal

(Human Resource Manager) for his friendly nature of teaching. I thank both of them

specially Maj (R) Zafar Iqbal to make me feel as a part of the department in real sense

which taught me the importance of word ‘Team Work”.

I would also like to pay thanks to Mr. Aqeel Ahmed (Assistant Human Resource

Manager), Mr. Salamat Bhatti (Human Resource Officer), Mr. Nafees Ahmed

(Human Resource Officer) and Mr. Shahid Mahmood (Human Resource

Coordinator) for their support and Cooperation.



PREFACE

Passion and innovations drag me from yesterday and drive to tomorrow the era of change.

In fact we are rapidly shifting into the new era of human history on this planet having

gone from gatherers and hunters to agriculture producers to industrial manufacturers to

the current gatherers and users of information. Theories remain Black & White if

supported by the colors of practicality. To quench the thirst of practical exposure, I joined

the Pearl Continental Hotel Lahore and gathered all necessary information by which the

dream of the esteemed internship report could come true. Efforts have been made to

compile this report in such a way that activates its salient features not only for students

but also for the layman.

Here I Moattar Iqbal being the student of BBA (Hons.) in Punjab University as its study

center INSTITUTE OF BUSINESS ADMINISTRATION (IBA), Roll # 002-M, during

Session 2009-2013, completed my Internship at PC Hotel Lahore. At the end of my

practical training I have prepared an internship report elaborating the details about the

company and its work done thereto.

At the end of this remarkable session I would like to thanks all of them who encouraged

me a lot during my study course.

MOATTAR IQBAL



EXECUTIVE SUMMARY

Five star hotels play a very important role whenever foreign people come for festivals,

visiting, business tours, etc. Over a period of years, it has now been proved that good

environmental hotels can contribute effectively towards the advancement and prosperity

of a country as a whole and by improving the hospitality when they come and feel that

they are the king. Whenever people feel free they want to take over their stress by going

to the place where there will be an element of refreshment. Pearl continental hotels has a

solid foundation of 26 years in Pakistan, Six Pearl continental in Lahore, Karachi,

Rawalpindi, Bhurban, Peshawar and Muzaffarabad.

The report is divided into eight parts. The first part refers to the introduction of the

organization and its mission and vision. The second Part describes the Company’s

management system, its policies and management styles. The third part deals with the

various administrative styles with special focus on the HR department. The fourth part

includes brief introduction to the production facilities. The fifth part deals with the

marketing mix of PC and its marketing strategies. The sixth part which is the most

important part of the report includes complete financial analysis of PC. The seventh part

deals with training program and summary of tasks that I have learnt during my internship.

The last section deals with the analysis of the organizations including the SWOT analysis

and recommendations.

Pearl Continental is a well reputed hotel industry in Pakistan. Its equity position is very

strong because of its good hospitality. It has a competitive edge due to its more modern

and convenience facilities such as, ATM, courier services, exchange currency, Doctors,

shopping centre, Rent a Car, Business Centre and other facilities. That is why it is

considered as the most modern hotel of the country.



CONTENTS

INTRODUCTION OF PCHL ................................................................................................................ 11

FACILITIES ................................................................................................................................... 11

RESTAURANTS ............................................................................................................................ 11

HASHOO GROUP ......................................................................................................................... 12

CORPORATE PROFILE / INFORMATION ...................................................................................... 13

BOARD OF DIRECTORS ............................................................................................................ 13

Pakistan Services Limited (PSL) .................................................................................................. 15

HISTORY OF THE PCHL .................................................................................................................... 16

ORIGIN OF PCHL ......................................................................................................................... 16

PRIVITIZATION ............................................................................................................................ 16

INTER CONTINENTAL HOTEL ...................................................................................................... 16

PRESENT STATUS OF THE ORGANIZATION IN BUSINESS WORLD ................................................... 17

INTERNATIONAL BUSINESS ACTIVITIES ...................................................................................... 17

MODERN GADGETS .................................................................................................................... 17

BUSINESS VOLUME: .................................................................................................................... 18

NATURE OF THE ORGANIZATION: .............................................................................................. 18

SERVICES ..................................................................................................................................... 18

COMPARISON WITH INDUSTRY OF SAME SECTOR ......................................................................... 19

COMPETITORS ............................................................................................................................ 19

PC'S COMPETITIVE ANALYSIS ..................................................................................................... 19

Critical Success Factor: ........................................................................................................... 20

Safety and Security: ................................................................................................................ 22

Rates: ...................................................................................................................................... 22

Critical Success Segments ....................................................................................................... 22

VISION ............................................................................................................................................. 25

MISSION .......................................................................................................................................... 25

OBJECTIVES ................................................................................................................................. 26

CODE OF CONDUCT .................................................................................................................... 26

CORE VALUES .............................................................................................................................. 26

LOGO .......................................................................................................................................... 27

COMPANY MANAGEMENT SYSTEM ............................................................................................... 29

MANAGEMENT AT ...................................................................................................................... 29



PEARL CONTINENTAL HOTEL, LAHORE ....................................................................................... 29

ORGANIZATIONAL CHART OF THE GOVERNING BODY ............................................................... 30

POLICY FORMULATION MEETINGS ................................................................................................. 31

SENIOR MANAGEMENT MEETINGS ............................................................................................ 31

DEPARTMENT WISE SCHEDULED MEETINGS.............................................................................. 31

RULES AND REGULATION POLICIES ............................................................................................ 32

BOARD OF DIRECTORS ................................................................................................................ 32

BOARD OF DIRECTOR’S MEETINGS ............................................................................................. 33

SAMPLE OF NOTICE OF ANNUAL GENERAL MEETING ................................................................ 33

ROLE AND RESPONSIBILITIES OF THE CHAIRMAN AND CHIEF EXECUTIVE ................................. 33

AUDIT COMMITTEE .................................................................................................................... 34

LEADERSHIP STYLE ...................................................................................................................... 34

PLANNING ....................................................................................................................................... 35

DECISION-MAKING ..................................................................................................................... 35

CONCEPT OF PLANNING IN PC ................................................................................................... 35

STRATEGIES OF PEARL CONTINENTAL HOTEL ............................................................................ 36

MANAGEMENT STRUCTURE AT PEARL CONTINENTAL .................................................................. 37

MARKETING DEPARTMENT: ....................................................................................................... 37

FINANCE/ ACCOUNTS DEPARTMENT: ........................................................................................ 37

ENGINEERING DEPARTMENT: .................................................................................................... 38

HOUSEKEEPING: ......................................................................................................................... 39

HUMAN RESOURCE DEPARTMENT: ............................................................................................ 39

FRONT OFFICE ............................................................................................................................ 40

BUSINESS CENTRE ....................................................................................................................... 42

FOOD AND BEVERAGE DEPARTMENT (F&B): ............................................................................. 43

EMPLOYEES/PERSONNEL IN VARIOUS SECTIONS ........................................................................... 45

CAREER LADDER ......................................................................................................................... 47

JOB ASSESSMENT AT PCHL ......................................................................................................... 48

PERFORMANCE APPRAISAL/ EVALUATION: ............................................................................... 48

FACILITIES AND BENEFITS PROVIDED BY PC ............................................................................... 49

ACCOUNTABILITY INCENTIVES ................................................................................................... 50

COMMENTS ON JOB SATISFACTION OF EMPLOYEES ................................................................. 51

MANAGERIAL STYLE ................................................................................................................... 52

Democratic Leadership ........................................................................................................... 53



ADMINISTRATIVE/ MANAGEMENT STYLES .................................................................................... 55

CULTURE AT PC ........................................................................................................................... 55

CULTURE AND MANAGEMENT STYLE ......................................................................................... 55

DEMOCRATIC STYLE ................................................................................................................ 56

HOW PC MANAGES TO BE EFFECTIVE WITH DEMOCRATIC CULTURE: ...................................... 57

IMPACT OF MANAGEMENT STYLE ON EMPLOYEES ................................................................... 58

MOTIVATION .......................................................................................................................... 58

MORALE AND PRODUCTIVITY ................................................................................................. 58

MORE INDIVIDUAL RESPONSIBILITY ....................................................................................... 58

SUPPORTIVE ENVIRONMENT .................................................................................................. 58

JOB EFFICIENCY AND SATISFACTION ...................................................................................... 58

ROLE OF HR DEPARTMENT IN PEARL CONTINENTAL HOTEL LAHORE .............. 59

HUMAN RESOURCE DEPARTMENT ................................................................................................. 60

INTRODUCTION: ......................................................................................................................... 60

Vision ..................................................................................................................................... 60

Mission ................................................................................................................................... 60

HIERARCHY OF HR DEPARTMENT: .............................................................................................. 61

Overview of the Human Resource Department: ..................................................................... 61

Role of HR Department at PC: ................................................................................................ 62

Objectives of HR: .................................................................................................................... 62

Duties of HR in PC: .................................................................................................................. 63

PEARL-CONTINENTAL HOTEL’S HR ROLE IN EXECUTING STRATEGY .......................................... 64

HR Role as a Strategic Partner: ............................................................................................... 64

Recruitment & Selection of employees .................................................................................. 64

Recruitment Practices at Pearl Continental Hotel.................................................................. 65

SOURCES OF RECRUITMENT AT PC: ........................................................................................... 65

Job Analysis: ........................................................................................................................... 66

Job Description: ...................................................................................................................... 66

Job Specification: .................................................................................................................... 67

Job Evaluation:........................................................................................................................ 67

METHODS USED FOR JOB EVALUATION: .................................................................................... 67

SELECTION .................................................................................................................................. 68

INTERVIEW: ................................................................................................................................ 68

TRAINING & DEVELOPMENT .......................................................................................................... 70



TRAINING APPRAISALS: .............................................................................................................. 70

ANALYSIS OF PC HR DEPARTMENT .............................................................................. 72

STRENGTHS OF THE HR DEPARTMENT: ...................................................................................... 73

WEAKNESSES OF THE HR DEPARTMENT: ................................................................................... 75

RECOMMENDATIONS: ................................................................................................................ 77

PRODUCTION FACILITIES ................................................................................................................ 80

PRODUCTION FACILITIES OF HASHOO GROUP ........................................................................... 81

MARKETING AND PUBLIC RELATIONS DEPARTMENT IN PC ...................................... 84

APPROACH TO DIFFERENT ORGANIZATIONS ............................................................................. 84

Objectives: .............................................................................................................................. 84

Action Plan .............................................................................................................................. 85

PRODUCT/SERVICE ......................................................................................................................... 86

SERVICES OF PEARL CONTINENTAL: ........................................................................................... 86

DINING: ....................................................................................................................................... 88

Taipan ..................................................................................................................................... 88

Front Page Café ...................................................................................................................... 88

Bukhara ................................................................................................................................... 89

Marcopolo .............................................................................................................................. 89

SPA & FITNESS ............................................................................................................................ 89

Health Club ............................................................................................................................. 89

MEETINGS AND BANQUETS ........................................................................................................ 90

Banquets ................................................................................................................................. 90

SERVICES: ........................................................................................................................................ 90

SERVICE CLASSIFICATIONS .......................................................................................................... 91

LABOUR AND EQUIPMENT NEEDS.............................................................................................. 92

PRICES OF PEARL CONTINENTAL: ................................................................................................... 93

MARKETING STRATEGIES ................................................................................................................ 94

STRATEGIC PLANNING: ............................................................................................................... 94

THE MARKETING PROCESS: ........................................................................................................ 95

Analyzing the Marketing Opportunities: ................................................................................ 96

Selecting Target Markets: ....................................................................................................... 96

Developing the Marketing Mix ............................................................................................... 96

Managing the Marketing Effort .............................................................................................. 96

MARKET SEGMENTATION: ......................................................................................................... 97



SEGMENTATION IN CONSUMER MARKETS ................................................................................ 97

Geographic Segmentation ...................................................................................................... 98

Demographic Segmentation ................................................................................................... 98

Psychographic Segmentation ................................................................................................. 98

Behavioral Segmentation ....................................................................................................... 99

Selecting Market Segments .................................................................................................... 99

Undifferentiated Marketing ................................................................................................... 99

Differentiated Marketing........................................................................................................ 99

Concentrated Marketing: ..................................................................................................... 100

MARKET POSITIONING: ............................................................................................................ 100

Positioning Strategies ........................................................................................................... 101

Product/Service Attributes ................................................................................................... 101

INTRODUCTION: ........................................................................................................................... 103

Performance at a Glance .............................................................................................................. 104

Financial Analysis .......................................................................................................................... 106

HORIZONTAL ANALYSIS ............................................................................................................ 106

VERTICAL COMMON SIZE ANALYSIS ......................................................................................... 106

PROFIT AND LOSS ACCOUNT ........................................................................................................ 110

Vertical Analysis of Balance Sheet ................................................................................................ 114

PROFIT AND LOSS ACCOUNT .................................................................................................... 115

VERTICAL ANALYSIS ...................................................................................................................... 116

FINANCIAL ANALYSIS RATIOS ....................................................................................................... 117

LIQUIDITY RATIOS ......................................................................................................................... 117

CURRENT RATIO ....................................................................................................................... 118

QUICK ACID TEST RATIO ........................................................................................................... 119

WORKING CAPITAL: .................................................................................................................. 120

ACTIVITY RATIOS ........................................................................................................................... 121

INVENTORY TURNOVER ............................................................................................................ 121

AGE OF INVENTORY .................................................................................................................. 122

FIXED ASSET TURNOVER ........................................................................................................... 122

TOTAL ASSET TURNOVER.......................................................................................................... 123

LONG TERM DEBT PAYING ABILITY .............................................................................................. 124

DEBT RATIOS ............................................................................................................................. 124

DEBT EQUITY RATIO ................................................................................................................. 125



TIME INTEREST EARNED (LONG TERM PERSPECTIVE) .............................................................. 126

PROFITABILITY RATIOS ................................................................................................................. 127

GROSS PROFIT MARGIN............................................................................................................ 127

OPERATING PROFIT MARIN ...................................................................................................... 128

NET PROFIT MARGIN (RETURN ON SALES) ............................................................................... 129

RETURN ON INVESTMENT (ASSETS) ......................................................................................... 130

RETURN ON EQUITY ................................................................................................................. 131

SUMMARY OF FINANCIAL ANALYSIS OF PC .................................................................................. 132

SUMMARY OF FINANCIAL RATIOS ................................................................................................ 133

TRAINING AND DEVELOPMENT DEPARTMENT ............................................................................ 135

TASKS ........................................................................................................................................ 135

HUMAN RESOURCE DEPARTMENT ............................................................................................... 139

SUB DEPARTMENTS OF HUMAN RESOURCE ............................................................................ 139

FUNCTIONS OF HUMAN RESOURCE DEPARTMENT: ................................................................ 140

HUMAN RESOURCE PLANNING AND FORECASTING: ............................................................... 141

EMPLOYEES RECRUITMENT AND SELECTION: .......................................................................... 141

TRAINING & DEVELOPMENT ........................................................................................................ 142

TRAINING NEEDS ASSIGNMENT: .............................................................................................. 142

EMPLOYEE DEVELOPMENT:...................................................................................................... 142

PERFORMANCE MANAGEMENT: .............................................................................................. 142

EMPLOYEES COMPENSATION AND BENEFITS: ......................................................................... 143

COUNSELING: ........................................................................................................................... 145

ORGANIZATIONAL CAREER MANAGEMENT: ............................................................................ 146

ANALYSIS OF ................................................................................................................................. 151

PEARL CONTINENTAL HOTEL ........................................................................................................ 151

PEST ANALYSIS .............................................................................................................................. 152

SWOT ANALYSIS:........................................................................................................................... 153

COMPETITOR ANALYSIS ................................................................................................................ 158

Corporate Social Responsibility (CSR) .......................................................................................... 164

CORPORATE PHILANTHROPY: ................................................................................................... 164

FUTURE PROSPECTS: ................................................................................................................ 164

RECOMMENDATIONS: .............................................................................................................. 165

CONCLUSION ............................................................................................................................ 166



PART 1

INTRODUCTION OF PEARL

CONTINENTAL HOTEL LAHORE



INTRODUCTION OF PCHL

Pearl Continental Hotel is one of the world famous five star hotels all over the world. It

provides very ostentatious services to all its clients. 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 &

exclusive electronic safes to name a few. All these go a long way in marketing the guests

stay in the hotel most pleasant.

FACILITIES

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 guests can also avail the hotel’s

recreational facilities such as the swimming pool, tennis court & the exercise room.

RESTAURANTS

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 projectors, &

audio recording equipment, which aid in making the meeting/seminars a complete

success. A list of all restaurants of PCHL is as follows:

Bukhara

SAKURA

Marcopolo

Dumpukht

Taipan



COVO

Nadia Coffee Shop

Café Latte

In- Room Dinning

HASHOO GROUP

Mr. Sadruddin Hashwani hails from an illustrious

family of Karachi. In 1960, he entered the business

of cotton trading and through his hard work and

genius he, within a decade, emerged as a prominent

businessman on Pakistan’s industrial scene. Within

a short span of 10 years, Mr. Hashwani was at the

pinnacle of cotton business and was rightly known

as the "Cotton King" being top exporter of cotton,

besides rice and other commodities.

In 1985, Mr. Hashwani purchased the controlling shares of Pakistan Services Limited,

which owned Inter Continental Hotels in Pakistan. These hotels were in bad shape and

losing money. He changed their name, to “Pearl Continental Hotels.” By dint of persistent

hard work against all odds combined with extraordinary sense of correct direction of the

future, he transformed the Pearl Continentals into Pakistan’s largest and most elegant

five-star hotel chain having presence in Karachi, Lahore, Rawalpindi and Peshawar. Mr.

Hashwani took another bold initiative by the construction of a new Pearl Continental

hotel at Bhurban in the picturesque Murree Hills. The Pearl Continental Hotel, Lahore

was expanded with the addition of a new wing called Atrium Wing and refurbished with

most modern amenities. The Pearl Continental, Karachi is recognized as “One of the

Leading Hotels of the World”



CORPORATE PROFILE / INFORMATION

Pearl Continental Hotels, a chain owned and operated by Pakistan Services Limited, sets

the international standards for quality hotel accommodation in South Asia. The Company

manages 5 luxury hotels at Karachi, Lahore, Rawalpindi, Peshawar and Bhurban;

comprising 1301 rooms with registered office in Karachi, Pakistan.

BOARD OF DIRECTORS

Mr. Sadruddin Hashwani Chairman

Mr. Murtaza Hashwani Chief Executive Officer

Ms. Sarah Hashwani

Mr. M. A. Bawany

Mr. Mansoor Akbar Ali

Syed Sajid Ali

Mr. Muhammad Rafique

Mr. Rolf Richa rd Bauer

Mr. Bashir Ahmed

AUDIT COMMITTEE

Mr. Sadruddin Hashwani

Ms. Sarah Hashwani

Mr. Mansoor Akbar Ali

Syed Sajid Ali

COMPENSATION COMMITTEE


Mr. Murtaza Hashwani

Mr. M. A. Bawany



HUMAN RESOURCE & RECRUITMENT COMMITTEE


Mr. Murtaza Hashwani

Mr. M. A. Bawany

Mr. Bashir Ahmed

CHIEF FINANCIAL OFFICER

Mr. Muhammad Rafique

COMPANY SECRETARY

Mr. Mansoor Khan

AUDITORS

M/s KPMG Taseer Hadi & Co.

Chartered Accountants

6th Floo r, State Life Building No. 5

Jinnah Avenue, Blue A rea Islamabad.

LEGAL ADVISOR

M/s Liaquat Merchant & Associates

BANKERS

National Bank of Pakistan

The Bank of Punjab

Habib Bank Limited

Soneri Bank Limited

United Bank Limited



Askari Bank Limited

Albaraka Islamic Bank (Pakistan) Limited

Allied Bank Limited

Bank Alfalah Limited

JS Bank Limited

KASB Bank Limited

NIB Bank Limited

Silk Bank Limited

Standard Chartered Bank (Pakistan) Limited

Pakistan Services Limited (PSL)

Pakistan Services Limited was incorporated in 1958 as a Public Limited Company and is

quoted on the Stock Exchange. It owns and operates the Pearl Continental Hotels

(formerly Inter Continental Hotels) and is recognized as the largest and oldest hotel

company in Pakistan. Pearl Continental Hotels is the first Pakistani chain which has

achieved excellent international standards of quality products and services. Investment in

people and human resource development is an ongoing process in the Hashoo Group.

New management concepts and intensive training programs have been introduced at all

levels of supervisory and managerial positions through establishment of an in-house

Training School located at Pearl Continental Hotel, Bhurban. The Training School looks

forward to imparting systematic and scientific knowledge of the operations of both

tourism and hospitality business. Pearl Continental Hotels have become synonymous with

a tradition of personal services, efficiency, convenience and guest satisfaction.

PC hotel Rawalpindi

PC Hotel Bhurban

PC Hotel Karachi

PC Hotel Lahore

PC Hotel Peshawar

PC Hotel Muzaffarabad



HISTORY OF THE PCHL

ORIGIN OF PCHL

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 were a public limited company and were 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.

EXPANSION OF HOTELS

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.

FIRST LUXURY HOTEL

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.

PRIVITIZATION

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.

INTER CONTINENTAL HOTEL

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 Hotels is the first Pakistani chain which has achieved

excellent international standards of services, quality and product.

PRESENT STATUS OF THE ORGANIZATION IN

BUSINESS WORLD

In the city of graceful mosques, imposing fortresses, and historic bazaars, Pearl

Continental Hotel, Lahore is located at the most prestigious financial, business and

commercial avenue, Shahrah-e-Quaid-e-Azam.

INTERNATIONAL BUSINESS ACTIVITIES The introduction of the grandiose project, "The Atrium Wing", is the addition of large

banquet facilities measuring up to 7600 sq ft. along with 287 Deluxe Rooms, including 28

Business Suites and 2 Presidential Suites, to the existing 200 rooms’ property. Expertise

and luxuries have been gathered from all over the world to make it a venue of

international business activities.

MODERN GADGETS Each room opens with an encoded key card and has the added luxury of a dedicated

butler, to attend to the guest's needs. The rooms are also fully equipped with all modern

gadgets such as Data Port, Electronic in-room Safe and a personal mini bar.

SPECIALTY RESTAURANT Bukhara is the hotel's specialty restaurant, renowned for its fine Bar BQ delicacies and

ethnic atmosphere. Marco polo is highly recommended for superb Pakistani and

Continental dishes, whereas Nadia Tea Lounge serves Tea menu and Coffee. The Club is

an exclusive dining facility for resident guests in the Business Center, While Tai Pan is

the place to sample regional Chinese dishes.

CONFERENCES The Atrium Wing's Convention Centre can hold Conferences & Banquets for up to 2000

guests, while the hotel's fully fledged Business Center features two fully equipped board

rooms and three private offices. The guests can spend time at the hotel's fitness center or

shop at "Pavilion", the hotel's impressive shopping arcade.



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.

NATURE OF THE ORGANIZATION: 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.

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).

Product Lines:

Product Line of PC Hotel Lahore is as follow:

Rooms

Restaurants

Swimming Pool

Health Club

Baker’s Boutique

Banquet Halls

The Business Centre



COMPARISON WITH INDUSTRY OF SAME SECTOR

COMPETITORS

Knowing your Competition is as an important issue as Knowing your Customer. In order

to obtain relevant information about the competition, a competitor survey should be

undertaken to gather data about direct and indirect competitors. One objective of such a

survey is to find out why we are more or less successful then the direct competitors and

allows us to recognize market saturation e.g. too many similar products offered for

limited market. It also can provide opportunities to detect market niches toward which we

can steer our operations. Lahore is famous for its traditional hospitality offers an endless

variety of places to see and delicacies to taste. Pearl Continental Hotel Lahore is the

perfect base from which to explore to your heart’s content. There are so many Hotels in

Lahore those are popular for their Food.

The Competitors of PCHL are:

Islamabad Serena

Holiday Inn

Park Plaza

Marriott Hotel

AVARI

PC'S COMPETITIVE ANALYSIS

The basis of industrial competitive analysis model is that an enterprise exists within an

industry and to succeed, it must effectively deal with the competitive forces that exist

within the particular industry. Based on the forces involved in Porter's model we are

going to judge the PC hotel in Lahore.

Threats of New Entrants:

New hotels that are five stars and go for the same customer categories as the Pearl

Continental.

Access to raw material or resources, otherwise readily available being rerouted to

Other hotels.



Threat of Products or Services:

New restaurants popping up all over Lahore have put a strain on the cafes and

restaurants within the hotel.

Rival hotels within the vicinity have offered the same C.S as PC.

The ability to differentiate between products and services being offered by PC and

other hotels has become smudged.

Buyer's Power (Customer):

People anywhere in the world love the ability to bargain and as such put the

provider in a tough position.

The bargaining power of a customer coming to PC is intensified because other

hotels are right across the street, at moments like this when the customer threatens

to walk-out, the person at the counter has the authority to offer certain deals in

order to keep that customer.

The above statements verify the fact that the customer is price sensitive and has

many alternative sources of supply.

Supplier's Power:

The number of supplier's with the right products has decreased over the years and

such has allowed the party concerned to increase prices without fear of denial

from the hotels.

The government has also increased the tax quota on the business to 12.5 %,

thereby, allowing the suppliers a valid excuse for "price jack."

Since other suppliers/ resources are not readily available, the hotels have an

increased overhead cost.

Critical Success Factor: Critical success factors are the factors that contribute to make strong position of the

business, that make it successful and matters the most in its continued success. In other

words these are the few key areas where the things must go right for the business to



flourish and achieve its objectives. It is important to set objectives before embarking upon

critical success factor analysis. The main objective of Pearl Continental Hotels is to

obtain maximum profit and maximum occupation by the customers in the Hotel.

Customer satisfaction is the main source of achieving the objectives and to allure the

customer to become the member with the Pearl Continental Hotel and give them

repeating visits.

The three most important considerations for a business and leisure traveler or a regular

customer to a hotel are the:

Location of the hotel

Safety and security

Rates/price.

Pearl Continental hotels satisfy these three conditions to the utmost and hence these three

factors become one of the most critical success factors of this industry.

Location

The location of all the Pearl Continental Hotels contribute to its successful operations as

they are not far away from the airports and lies in the heart of their respected cities.

Travelers Pearl Continental Hotel, which is the member of the `Leading Hotels of the World', is the

premier choice of business and leisure travelers. It is ideally located only fifteen

kilometers away from the airport, situated in the heart of commercial centre and provides

excellent business and conference facilities and easy access to shopping centers of the

city.

Commercial Avenue

In the city of graceful mosques, imposing fortresses and historical bazaars, Pearl


commercial avenue, Shahra-e-Quaid-e-Azam (The Mall), opposite Governor House, 7 km

from the Lahore International Airport, 6 km from the Main Railway Station and 1.5 km

from the main City Business Center.



Safety and Security:

Safety and Security is the biggest concerns of the people travelling from one place to

another due to the increasing Hotel crimes. All Pearl Continental hotels use electronic

locks, each room opens with an encoded key card, which increases the level of security.

Each room features data Port, Electronic in-room Safe, Safety Alarm, Radio and

Television with Satellite

Channels, Direct Dial Telephone and the Security-conscious can rest assured that all our

rooms are equipped with smoke detectors and sprinklers. The use of this system being

rare in other hotels of Pakistan makes it a critical success factor of Pearl Continental

hotels as the customers requiring high level of security will prefer to stay here which will

contribute to achieving the objective.

Rates:

Two factors are involved in increasing the profitability; by increasing the rate and by

increasing the volume but increasing the volume does not guarantee profits. Pearl

Continental increased 20% of the revenue by increasing the rates along with special

discounts. Rates are however negotiable in certain cases which ensured that the segments

that provide profits do not lose their interest by increasing the rates.

Critical Success Segments

The segments, which are critical to the success of Pearl Continental Hotels, are:

Airline Crew:

Reservations of the local and international airline crews are very important as the

products to them are sold in bulks every time they arrive. They are given the wholesale

rates so that they do not select another hotel. The information of the incoming flights is

kept so that respective airlines are informed about the rates in order to book the rooms for

their crew.



Tourist Group:

The rates for the tourist groups that come to the hotel directly or through some travel

agency are given are comparatively less and negotiable depending on the law and order

conditions of the country. The arrangements of transport and tourist guides are made on

request specially when there are some events or activities going on in the city.

Corporate Activities:

These activities include embassy-related activities, business activities, bureaucratic

activities, foreign or religious delegations, conferences and seminars. Some business

organizations become the members with the hotel and given concession for organizing

seminars, workshops and conferences. International conferences and seminars which

brings a large number of guest along, booked in advance are given at fixed rates as large

number of rooms

are sold along with the seminar halls for a longer time period. Special services are

provided to these guests and are taken care of as they are the source of profit.

Shaadi Packages:

The rates for the wedding and traditional events packages are fixed however attractive

offers are given along with it e.g. free room for the couple with wedding cake and

bouquet of flowers.

IMPROVED SERVICES:

The Pearl Continental Hotels' rooms, executive suites, super deluxe suites, Executive

Rooms, are designed to provide the utmost comfort and luxury where guests are

pampered in every possible way. All rooms are equipped with satellite television, in-

house movies, music and 30 channel satellite television network and modern amenities. In

fact, every facet and facility required by the discerning traveller is catered to. Room

Service operates round the clock caring for all the travellers’ needs. Personal facsimile

machines are available in all suites and executive rooms ensuring complete privacy and



confidentiality. Business Centre& Secretarial Services are also available throughout the

day and up to mid night.

OLD AND NEW CLIENTELE:

Pearl Continental Hotels being the oldest in the hospitality industry in Pakistan enjoys a

large old clientele that are its strength and an important factor in its continued success.

Pearl Continental Hotels put all the possible efforts to retain the old clients' interest by

providing discounts, concessions and special offers in seasons.

Pearl Continental Hotels, beside in -house reservations network, are also linked with Utell

International to have international exposure and overseas reservation network. Investment

in people and human resource development is an ongoing process in the Hashoo Group.

New management concepts and intensive training programs have been introduced at all

levels of supervisory and managerial positions through establishment of an in-house

Training School located at Pearl Continental Hotel, Bhurban. The Training School looks

forward to imparting systematic and scientific knowledge of the operations of both

tourism and hospitality business. Pearl Continental Hotels have become synonymous with

a tradition of personal services, efficiency, convenience and guest satisfaction.

HOTEL REGISTRATION / CHECK IN

Hotel Registration Cards are handed over directly to the guests upon arrival, which has to

be filled in complete and presented at the reception desk or at the desk set up for

thisspecial purpose to obtain room keys. Hotel expects to receive detailed group naming

listone month prior to the arrival date



VISION

We are committed to dynamic growth and service

excellence built upon our heritage of traditional

hospitability. We strive to consistently meet and surpass

guests, employees and other stakeholder’s expectations. 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.



OBJECTIVES Sustain potential market share through managed average daily rate

Ensure successful completion of all expansion projects

Seek improvement in employees’ competencies and enhancing performance goals

Continue achieving sales growth to support long term plan

Reinforce all areas of security risks to Company’s assets and guests

CODE OF CONDUCT The smooth and successful flow of processes and operations cannot be achieved without

the active participation and concerned efforts of all the employees of the Company.

Discipline and professional working environment largely depends on behavior and

attitude of the employees. Hence the Company has established its own standards of:

Confidentiality

Attendance and punctuality

Working relationships

Discussion topics

Behavior and Attitude-in-General

Misconduct

CORE VALUES

Innovation:

Listening and two way interaction

Participation

Encouragement

Motivation

Enterprise

Initiative

Growth and development for all:

Competence and contribution as the only basis for job security.

Promotion from within

Learning environment and opportunities



Provision for world class education and training

Aligning people with latest trends.

Trust:

Cooperation

Support

Teamwork

Sense of ownership

Empowerment

Integrity

Dignity

Respect

Candidness

LOGO



PART 2

MANAGEMENT SYSTEM OF

PEARL CONTINENTAL HOTEL

LAHORE



COMPANY MANAGEMENT SYSTEM

MANAGEMENT AT

PEARL CONTINENTAL HOTEL, LAHORE

Sadruddin Hashwani

CHAIRMAN

Murtaza Hashwani

CEO

Irshad B. Anjum

REGIONAL VICE PRESIDENT

OPERATIONS (N) / GM

Col ® Shahzad Rafique Malik

DIRECTOR HUMAN RESOURCE



ORGANIZATIONAL CHART OF THE GOVERNING BODY



POLICY FORMULATION MEETINGS

Regular meetings are organized at each level of the organization to keep the company

moving in a systematic manner. The main objective behind these meetings is to bring

forth the employees at a forum, where they can discuss their problems, give suggestions

for improvement and development. Also they can share their experiences with each other.

Some meetings are held at periodic basis which are necessary to keep a check on the

progress of the company. These are:

Senior Management Meetings

Department Wise Scheduled Meetings

SENIOR MANAGEMENT MEETINGS Every month, the Senior Managers hold a meeting to discuss major policy issues facing

the management. The Human Resources Manager plays the role of a guardian for

establishment and development of the policies. At the Senior Management meetings, the

suggested policies are presented before the General Manager and Senior Management.

The Senior Management discusses the feasibility of these policies. The recommended

policy is the one that has the approval of all members. Only after, the whole of this

exercise has been done; it is presented before the Chief Executive. He takes the ultimate

decision which is always in the best interest of the company and its employees.

DEPARTMENT WISE SCHEDULED MEETINGS In addition to the high level meetings and sales preview; every department holds several

scheduled and non-scheduled meetings. Scheduled meetings are organized to keep all

members of the department up to date about the complete workings of the department.

Members discuss their problems; give suggestions for improvements, generate ideas for

development of their department and share experiences with each other as well the

respective bosses. This helps develop communication through all levels of the hierarchy.

And management remains aware of the work being done by the sub-ordinates. Non-

scheduled meetings can be called anytime to discuss urgent issues. These do not have any

prescribed date/day/time as compared to the scheduled meetings.



RULES AND REGULATION POLICIES

Pays:

Pay day is last day of every month.

Overtime is double the hourly rate of pay

Work Schedule:

9 work hours in one shift

One day off during the week

Tea Breaks and Meal Periods:

1 meal and 2 tea breaks in one shift

30 min for lunch/dinner.

15 min for each tea/breakfast

Meals in staff cafeteria only.

Leave:

Casual(Maximum 3)

Sick(Medical certificate for 3 or more)

Earned(Minimum 7)

BOARD OF DIRECTORS The Board of Directors currently comprises executive Chairman, Chief

Executive/Managing Director, three directors, company secretary and Chief financial

officer. The Directors meet after three months to review the progress and performance of

the company. The Board has delegated the day-to-day operations of the company to the

Managing Director. However, the Directors are equally accountable under the law for the

proper handling of the Company’s affairs.



BOARD OF DIRECTOR’S MEETINGS During the year 2012, the Board of Directors had the following meetings:

Date of Meeting Time Place

January 09, 2012 10.00 a.m. PSL Head Office, Rawalpindi

April 10, 2012 10.00 a.m. PSL Head Office, Rawalpindi

July 17, 2012 10.00 a.m. Royal Palm, Lahore

October 22, 2012 09.00 a.m. PSL Head Office, Rawalpindi

SAMPLE OF NOTICE OF ANNUAL GENERAL MEETING

Notice is hereby given that the 52nd Annual General Meeting of Pakistan Services

Limited will be held on Saturday, 29 October 2012 at 11:00 a.m. at Marriott Hotel,

Islamabad to transact the following business:

1. To confirm the Minutes of the Extra Ordinary General Meeting held on 28 March

2012.

2. To receive, consider and adopt the Audited Financial Statements together with

the Directors and the Auditors’ Reports thereon for the year ended 30 June 2012.

3. To appoint auditors for the year 2012-13 and fix their remuneration.

4. To discuss any other business with the permission of the Chair.

ROLE AND RESPONSIBILITIES OF THE CHAIRMAN AND CHIEF EXECUTIVE

The role of the Chairman and the Chief Executive are segregated and they have distinct

responsibilities. The Chairman of the Board has responsibilities and powers vested in him

by law and the Articles of Association of the Company, as well as duties assigned to him

by the Board.



In particular, the Chairman coordinates the activities of the Board and presides over the

meetings of the Board of Directors and shareholders.

The Managing Director is the Chief Executive Officer of the Company and is responsible

for the day-to-day operations and conduct of its business in accordance with the powers

vested in him by law, the Articles of Association of the Company and authority delegated

to him through Board of Directors’ resolutions from time to time. The Managing Director

Recommends policy and strategic direction and annual business plans for Board of

Directors’ approval and is responsible for exercising the overall control, discretion,

administration and supervision for sound and efficient management and conduct of the

business of the Company.

AUDIT COMMITTEE The Audit Committee comprises three members including the chairman of the committee.

All members are non-executive directors. The terms of reference of the committee, which

is in line with the Code of Corporate Governance, has been presented and approved by

the Board of Directors.

LEADERSHIP STYLE The general manager of the company is at the top most position in the organizational

hierarchy; Even though he is not directly involved in its operations he is responsible for

taking major administrative decisions regarding the company policy and Operations.

Departmental managers are responsible for leading and directing their subordinates.

These leaders focus on these areas:

Increasing their employee’s efficiency

Empowerment

Resolving Conflict

Providing facilities

Motivating minimum-wage employees

Directing them to right way

Motivation



They encourage the employees to give new ideas so as to increase the customer

satisfaction. As there is a very high degree of delegation and participation so they believe

that the leadership style used in all the departments of PC is democratic. Subordinates are

given a fair treatment and are dealt in a very good manner so as to give them a feeling

that you are not only an employee but also a member of the family. The managers at PC

are very supportive as they treat subordinates as equals, and have a highly open

communication system.

PLANNING As we all know that for the success of any organization or anything planning play very

important and vital role.

DECISION-MAKING The decision-making process in PC is decentralized. The model used is dynamic and

flexible, whereby the top management takes their time while making decisions and

explore and evaluate all the possible alternatives before choosing the rationally economic

and feasible solution. Programmed decisions are made by both the lower and top

management with proper consultation with the lower managers while the daily and

routine decisions are made by the line managers at the middle level with the prior

permission or approval from the general Manager. In decision making process manager of

a department can take steps to make small plans but these plans should not be affecting

the much to the department.

CONCEPT OF PLANNING IN PC PC uses approximately all horizons for Planning including:

Short term

Long term

Strategic Planning

Short term:

In PC hotel short term planning means that every manager of a department can take steps

to make small plans but these plans should not be affecting the much to the department as



planning need some crucial steps, the department manager discuss it with his upper

management and also take suggestions from his employees too. In case of the overall

hotel planning the hotel administration 1st discuss it with lower management and take

suggestions from the employees and then start operating on it.

Long term:

The long term planning is more like the strategic planning which is taken by the Board of

Governors.

STRATEGIES OF PEARL CONTINENTAL HOTEL

When we talk of strategic plan we mean plans that are organization wide, establish

overall objectives and position in organization in terms of its environment. Here we will

discuss different strategies adopted by the management of Pearl Continental in different

departments.

Strategic Planning:

It relies on developing a clear mission statement supporting objectives, a sound business

portfolio and coordinating functional strategies. As we know Pearl Continental has a

strong image among five star hotels and has an established name in the hotel industry.

Pearl Continental has an effective strategic planning at its centralized and decentralized

levels. It has defined its goals and objectives at every level and tries to compete with the

changing marketing opportunities. The strategic planning of the hotel is turned into

detailed supporting objective that guide the whole hotel. Each separate division of the

hotel decides what portfolio of the business and services is best for the hotel and how

much support to give each separate division. Each separate division and services rate

must develop detailed marketing and other department plans that support the wide plan of

the hotel.



MANAGEMENT STRUCTURE AT PEARL CONTINENTAL Pearl Continental Hotel is one of the best hotels of Pakistan. All credit goes to the

functional dept. of hotel, whose dedication and dexterity has been the one vital source of

success of this venture.

There are eight major functional departments in Pearl Continental Hotel Lahore. These

are

1. Finance

2. Sales

3. Credit

4. Engineering

5. House keeping

6. Human Resource

7. Front office (food and beverage section)

8. Security

MARKETING DEPARTMENT: The marketing department is concerned with promotional activities, which includes

Above the line marketing

Below the line marketing

Above the line marketing includes promotional campaigns in print and electronic media.

Below the line marketing includes local campaigns including banners, bill-boards and

handouts.

FINANCE/ ACCOUNTS DEPARTMENT: It is concerned with the financial recording, provision and payments. It consists of a

finance control controller, who is the supervisor of the department. There is also a credit

section for employees and customers.

Account department plays controlling role in any organization. Hence almost every

document passes through this section. This provides an opportunity to have check and

control on the various departments of the Hotel.



Account department of Pearl Continental works under the supervision of Controller

Finance, who is also the head of Finance Division due to the absence of General Manager

Finance.

This department is divided into eight sections:

Finance section

Credit receiving section

Purchase section

Dispatch section

Sales section

Cash section

Income Auditor

Payable section

ENGINEERING DEPARTMENT: It is concerned with the maintenance of the rooms, offices, floors and lobby area. It

ensures full time provision and maintenance of water, power and light in all places. Under

the veneer of the hotel facade lays the proverbial engine which keeps the operations

literally afloat. The

Engineering/maintenance functions not as glamorous as other functions, but just as

important, the engineering department is responsible for:

HAVC (Heating, ventilation and air conditioning)

Electrical System

Telephone exchange systems

Audio / video systems

Plumbing system

Communication network

Computer system

Refrigeration system.

Kitchen equipment etc



HOUSEKEEPING: It is concerned with general cleanliness and hosting services to the guests. It has a supply

section which ensures provision of accessories and valuables. Housekeeping department

is responsible for the cleanliness of the hotel including guest rooms, public areas,

corridors, restaurants, lounges, laundry and uniform department are under their

jurisdiction. This department is functioning with its first and foremost objective to clean

each internal and external corner of the hotel. They look after the banquet lounges, health

and VIP rooms. This department has supervisors, sewing machine operators, laundry

attendant and assistant housekeeping manager. Manger of housekeeping department is the

one who is responsible to manage in such a manner to provide luxurious housekeeping

with minimized costs.

LINEN: Housekeeping is also responsible for all linen arrangements in the hotel. This includes

storage issuing replacements and repair. Housekeeping managers consider it worthwhile

to do most of their laundry and linen maintenance themselves.

HUMAN RESOURCE DEPARTMENT: This department is concerned with recruitment, promotion, training of Workers in the

organization. There are 300 plus workers in the Hotel for which the department have to

keep a union of worker which works for social security of the employees. It has three

sections, which includes personnel department, human resource management department

and human resource development department.

I can accurately state that any organization, which runs excellently, is due to constituted

body. So in these respect personnel department plays basic and effective role in operation

of any institution. The major role of this department is perhaps, more accurately conveyed

by the term Human Resources Department. At Pearl Continental Hotel, this include,

Recruitment and Selection

Training and practice

Employees benefit schemes

Salary & payroll fixation

Employee’s matters

Termination and turn over

Performance appraisal



FRONT OFFICE Front office has first impression on numerous customers. Their role is very sensitive in

satisfying customers. In Pearl Continental Hotel front office is divided in four sections.

Reception Counter

Reservation Counter

Restaurant cashier counter

Concierge

Reception Counter

Reception performs following functions:

Information to customers.

Telephone information.

Contact with the rooms.

Scrolling register.

Preparation of key cards.

Make up calls.

Room keys handling.

Reservation Counter

Reservations through telephone

Reservation through faxes & telex

Reservation confirmation

Reservation changing

Reservation Cancellation

Reservation finalization

Reservation through sales

Hotel-to-Hotel Reservation

Confirmed through telex

Group handling sales

Airport pick & drop service arrangements

Reservation correspondence filling

Preparation of reservation slips

Guest’s allotment



Restaurant Cashier

Recording bills.

Meals recording of in house guests.

Making bills.

Bills transferring.

Feeding in computer.

Outsider's guest cash collection.

Cash transfer to general cashier.

Front Office Report

Following office reports maintained by Front office:

Making bills of different services

Departmental reports

Front office cash report

Summary of sales report

Concierge

In Pearl Continental Hotel guest are not only treated through accommodation and dinning

but also by providing different services like:

Room Service dry cleaning facilities

Room service iron facilities

Postal service

Bellboy part luggage service

providing different information

First Aid

Guest Relation

Welcome to guests

Receiving V.I.P's Heartedly

Advance booking record

Handling misc. problems

Room checking

Room service



BUSINESS CENTRE It has direct relations to different business centres. In-house and other guests find a new

and fully fledged round the clock Business Centre, offering full secretarial services. The

professional and well-trained staffs of the Business Centre are proficient in the use of

computers and complete audiovisual facilities, available at the disposal of guests. Two

boardrooms and three private offices complement the centre. The Club, an exclusive

dining facility in the Business Centre has been introduced to provide privacy and

recognition in a private Club ambience. It features a Sam bonnet trolley service for

Breakfast, Lunch, Dinner and Snacks. The club is open to members only.

Rent a Car

Pearl Continental Hotel provide rent a car service to the tourists. A separate office

(counter) is given to this department. Various functions provided include:

Rental car arrangements

Airports pick and drop service

For Reservation purposes

Maintaining bill and forwarding to front office



FOOD AND BEVERAGE DEPARTMENT (F&B): It is the main department in the hotel, which includes

Restaurants:

Sumptuous foods are served at four outlets.

O Taipan:

Exclusively Chinese, it serves the best Cuisine in Town, and opens both for Lunch and

Dinner. In Taipan Restaurant, people can have buffet lunch from 12:00 PM onwards

where the finest Chinese buffet is served. In the evening timings are from 7:30 PM to

11:00 PM.

O Marcopolo:

It serves Pakistani and Continental Buffet Cuisine, and is open for Breakfast, Lunch, and

Dinner. Breakfast starts in Marcopolo in the early hours of the morning serving lavish

buffet breakfast. Lunch timing in Marcopolo starts from 12:00 PM to 3:00 PM.

O Bukhara:

Opens to the lilting sounds of the local Ghazal Singer, and is most famous for its mouth

watering Pakistani cuisine, including live Bar–B–Que. It opens at 7:30 PM serving Bar-

B-Que. Buffet layout starts from Chicken Tikka, Seekh Kebab to endless number of Bar-

B-Que delicacies.

O Front Page:

The Front Page Cafe is royally famous for its very affordable and varied spread of “Hi-

Tea” delicacies in the evening and it open round the clock for light snacks and

refreshments.

Rooms:

200 well appointed rooms include Presidential, Deluxe and junior Suite. Modern day

facilities include direct dial local, National and International Dialling, Cable TV, Heating

and Air-conditioning. Electronic Safe with a self-setting code, and Computer controlled

electronic door locks are also installed for guest’s security. The attached bath boasts of a

spacious tub, shower and continuous Hot and cold running water. Other important room

accessories include the electronic safe. To cater to off time eating urges, they provide you

with a beverage room mini bar within the confines of your room.



Health club:

The aesthetically built Health club includes Tennis, a temperature controlled swimming

pool, treadmills and steppers for aerobics, multi machines for weight training, Sauna,

Steam, Jacuzzi, and a soothing massage. A snooker / pool table and Table tennis are also

available. Newly added Health Club offers its guests light music in the back ground and

modern workout machines.

Other facilities:

Besides these the following services and facilities are available to their guests:

O Room Service:

PC server their guest in the warmth and comfort of their own room, and offer a varied

menu depending on the time of the day.

O Laundry / Dry Cleaning:

The best service in town offers same day delivery.

O Banquet Facilities:

Tastefully refurbished, their Conference and Banquet facilities can cater from small

meetings to royal banquets of 650 to 1500 people, in their Halls and the vast Eastern and

Western lush green gardens.

O Conference Facilities:

The new Conference facilities have state of the art Audio visual aids, and are

complemented by available ISDN lines.

O Barber Shop / Beauty Salon:

Trained personnel take care of their guest’s tresses, and trim and shape them to make

guests look good.

O Pearl Tours:

A sister concern, offers chauffer driven Cars, Busses, and Mini vans. Open round the

clock.

O Trans Air:

Another sister concern, takes care of all the travel needs.

O Florist:

From floral settings to bouquet’s available in the lobby all day.



O Shopping:

From every day utilities, to Carpets, and Antiques, their shopping area provides all.

O Bakers Boutique:

Exquisite Cakes, Bakes, and Pastries are available for individual and party consumption.

O Banking:

Habib Bank Ltd. Operates within the premises, and can take care of all the banking needs

of the guests.

O Credit Cards:

All major Credit cards are accepted round the clock.

EMPLOYEES/PERSONNEL IN VARIOUS SECTIONS A person who is hired to provide services to a company on a regular basis in exchange for

compensation is an employee.

DEPARTMENT NUMBER OF EMPLOYEES

Finance 44

Engineering 35

Sales 11

Housekeeping 29

Food & Beverage (service)

(kitchen)

39

34

Human Resource 10

Credit 6

Security 22

Front office 33

Health Club 2

Laundry 11

Stewarding 12

Executive office 5

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Qualification Requirements:

For lower level jobs such as housekeeping or gardener, a person with Matric is eligible

whereas for office job sixteen years education is compulsory in the related fields. For

executive jobs such as managers MBA or any other Masters degree is the prerequisite.

Competency Dimension:

In this section, different behavioral indicators, in accordance with the

performance are checked. These indicators are as follows:

Communication Skill

Result Orientation

Team Player

Customer Consciousness

Self-Confidence

Leadership Qualities

Development Orientation

Strategic Visioning

Business Knowledge

Critical Reasoning

Human resource Development



CAREER LADDER

HUMAN RESOURCE:

HUMAN RESOURCE OFFICER

HUMAN RESOURCE ASSISTANT

TRAINING MANAGER

TRAINING COORDINATOR



JOB ASSESSMENT AT PCHL

Once a new employee has completed the one year probation year, he is evaluated by the

managers and immediate supervisors to decide whether he/she is eligible for the particular

job or not. For this purpose performance appraisals are frequently used by the managers.

PERFORMANCE APPRAISAL/ EVALUATION: Performance appraisal or performance evaluation is a systematic and periodic process that

assesses an individual employee’s job performance and productivity in relation to certain

pre-established criteria and organizational objectives. Immediate officer appraises

performance.

For the appraisal of the performance, there is a Performa, which is filled by immediate

officer. An important component of PC performance appraisal process is the

identification of SMART goals. SMART Goals are widely known and recognized tools

in performance management. All employees are asked to identify a series of goals that are

Specific, Measurable, Actionable, Realistic, and Time-bound that they can work towards

achieving in the year ahead.

Results: The results of appraisals are then evaluated by a panel of managers to determine whether

the person can achieve the targets in the required time frame or not.

Performance improvement plan: In this section, the immediate manager gives some suggestions and recommendations.

Comments:

The employee/ subordinate and the manager give their comments. Employee comments

may be how he found the work place? Who supported him? And the Manager gives the

comments according to his observation. In the last they put their signatures with date.



FACILITIES AND BENEFITS PROVIDED BY PC

Health & Safety:

To safeguard the health and safety of the employees, PC has a doctor in its premises to

provide medical facilities to employees. In this regard, periodic checkups, inoculations,

and

family planning programs are arranged. A dispensary with qualified doctors is working

for this purpose in the factory premises. The health of the employee at the time of

recruitment has to be sound and fit persons are employed who are medically examined at

the time of appointment.

Adult Education:

All illiterate workers have the facility of adult education. Qualified teachers take adult

education classes. Workers are paid for the time they spent in the classes as these studies

are during the working hours. Books and other educational materials are provided free.

Bonus: All the employees get handsome bonus every year, which varies from grade to grade.

Personal Cleanliness:

Every worker is provided with a cake of soap each month for personal hygiene. All the

workers are given uniforms. The factory provides the washing facilities and maintenance.

Lockers, change rooms and showers are available to all the employees. Each worker gets

one pair of shoes annually and also has the locker facility.

Overtime:

Over time facility is available for all the workers. During Ramadan overtime is not

allowed.

Recreational Facility:

The management also encourages recreational activities. Employees in groups are

encouraged to go on excursion trips and the Company pays the transportation and other

miscellaneous expenses.



Attendance Award: Among the worker, who shows a good record of attendance throughout the year, a

monetary award is provided.

Meals: Each and every employee of PC is entitled to have lunch, dinner and tea at the cafeteria.

Good quality and hygiene food is provided to every employee.

Mosque:

One beautiful mosque is in the hotel premises so that everybody can offer his prayers, and

I observed that, considerably large number of employees uses this facility.

On job training:

PC attached a great deal of importance to the training programs of the employees to help

them to increase their skills and expertise. This helps to increase the efficiency of the

employees. The training and development department impart daily trainings to its

workers.

Social Security:

Social Security Scheme is applicable to all the workers of the company who are drawing

up to Rs. 1800. In case of injured employees, the company ensures full payment to the

worker by paying the balance, in advance in addition to benefits given by the social

security.

ACCOUNTABILITY INCENTIVES 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

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

COMMENTS ON JOB SATISFACTION OF EMPLOYEES

During my six weeks of stay at PCHL I found that people at PC are regular, responsible

and punctual. They are highly committed and put their extra efforts to accomplish their

assign tasks. Most of them are loyal and working with PC since its incorporation, got

experienced with passage of time and presently working on key posts. This strong sense

of commitment and loyalty with organization develops satisfaction and leads towards

higher productivity.

This strong adherence of the employees to the organization is a proof of their

considerable satisfaction level at PC.

Employees since then are satisfied as PC offers great job security and it’s the most

important factor of the employee’s adherence to the firm. But also have developed their

comfort zone at their respective departments and job areas.

However, over the years PC went on growing and now it stands at a mature stage.

Employees still consider it a premium place on the rest due to Pakistan’s going on

economic and political instabilities.



Interviewing Employees When employees of different sections were asked about their satisfaction from their job,

they gave the following reasons:

Appreciation from seniors

Gender Non-discrimination

A strong career path

Job security

A professional environment

Sociable working hours

Appreciation of work

Strong leadership

Motivation

Respect

MANAGERIAL STYLE

The relationship between employee and employer is sometimes fragile. The worker may

feel pressured to keep his job while harbouring unfavourable opinions about his boss,

while the boss wonders if the employee is working to the best of his ability. Employers

are also concerned about the morale of workers, because low morale could lead to

expensive issues with turnover or low productivity.

Responsibilities

One of the most difficult responsibilities that any manager assumes is that of managing

people even if he is responsible for managing a homogeneous group. The difficulty of this

task is magnified with the size of the organization and as diversity is introduced to the

group (cultural diversity, gender, age, beliefs, disabilities etc.). PC is an example of such

an organization which is large in size and diverse in culture. The original culture of PC

still prevails and the key managers face a tough task of managing the people and making

them adapt to the culture. No formal data could be obtained on the managerial style for

managers at PC; the following detail rests on my personal observation.



Senior Management The relation between the senior management and the employees was very open and

flexible. Employees were allowed to give suggestions on policy formulation. The

employees of a particular department and the organization as a whole knew that not only

are they valued, but their opinion is also welcome. The more they feel that their input is

valued, the greater the sense of ownership they'll have in their department's mission.

Democratic Leadership

Therefore I observed that the managerial style at Pearl Continental Hotel Lahore was

“Democratic leadership”. The democratic leadership style is a very open and collegial

style of running a team. Ideas move freely amongst the group and are discussed openly.

Everyone is given a seat at the table, and discussion is relatively free-flowing.

Improvements

This style is needed in dynamic and rapidly changing environments where very little can

be taken as a constant. In a fast moving organization like PC, every option for

improvement has to be considered to keep the group from falling out of date.

Unity

The democratic leadership style means facilitating the conversation, encouraging people

to share their ideas, and then synthesizing all the available information into the best

possible decision. The democratic leader must also be able to communicate that decision

back to the group to bring unity the plan is chosen.



PART 3

ADMINISTRATIVE

/MANAGEMENT STYLES OF PEARL

CONTINENTAL HOTEL LAHORE



ADMINISTRATIVE/ MANAGEMENT STYLES

The process of getting activities completed efficiently with and through other

people is called management.

CULTURE AT PC

The main activities of managers are:

Planning

organizing

leading

Controlling

CULTURE AND MANAGEMENT STYLE

PC is best in providing the best quality services. The management of the hotel always

shows their utmost attention towards their service and never wants to disappoint their

guests. Let’s start from the business centers, this fully equipped and modern facility can

easily handle all your corporate needs. From worldwide internet access to slide

preparation, the Business Center ensures seamless execution for your business activities.

The services at all the restaurants are also fast and propitious. Every order takes 15 to 20

minutes and not more than that, in the mean time you can enjoy the piano playing some

hit numbers and the nice melodious music. Besides this the room service, catering at

poolside, service at the banquet halls and at various shops in the hotel is also fabulous.

The staff members and the waiters are very polite and nice, and they at their best while

serving the guests. You can easily find the necessary commodities from a small tablet to

expensive jewellery at the various shops which remain open up to 9 PM. The hotel is also

offering services like restaurants which remain open for (breakfast, lunch, dinner), 24

hour room service, laundry valet, shoe shine, hair salon/barber, concierge services, Gift

shop/newsstand, secretarial services are also available, safe deposit box at front desk,

rental car desk, airline desk etc.



DEMOCRATIC STYLE

As discussed earlier the Culture at PC is “Democratic”.

When situations change frequently, democratic leadership offers a great deal of flexibility

to adapt to better ways of doing things. Unfortunately, it is also somewhat slow to make a

decision in this structure, so while it may embrace newer and better methods; it might not

do so very quickly. Democratic leadership style can bring the best out of an experienced

and professional team. It capitalizes on their skills and talents by letting them share their

views, rather than simply expecting them to conform. If a decision is very complex and

broad, it is important to have the different areas of expertise represented and contributing

input – this is where democratic leader shines.

Democratic Leadership at PC:

In PC Managers offer guidance to group members, but they also participate in the group

and allow input from other group members. They encourage group members to

participate, but retain the final say over the decision-making process. Group members feel

engaged in the process and are more motivated and creative. This is often a highly

effective form of leadership. People are more likely to excel in their positions and

develop more skills when they feel empowered, and people are empowered when they are

involved in the decision-making process.

Although it may take some time to achieve full participation from a group, the end result

will be rewarding if you can manage to establish a power-sharing environment in your

group project. You will find that democratic practices often lead to a more productive and

higher quality work group.

Examples of Democratic Leadership in PC:

Asking all group members for ideas and input.

Voting on the best course of action in a project.

Asking group members to work with their strengths and provide input on how to

divide the work.

Enabling members to work at their own pace and set their own deadlines.



HOW PC MANAGES TO BE EFFECTIVE WITH DEMOCRATIC CULTURE: Managers of PC follow the following guidelines to be effective:

Keep Communication Open: If the marketplace of ideas is going to be open

for business, everyone needs to feel comfortable enough to put their ideas on the

table. The democratic leadership style thrives when all the considerations are laid

out for everyone to examine.

Focus the Discussion: It’s hard to keep unstructured discussion productive.

It’s the leader’s job at PC to balance being open to ideas and keeping everything

on-topic. If the conversation begins to stray, remind everyone of the goal on hand

and then steer it back. Apart from this managers of PC make sure to take note of

off-topic comments and try to return to them when they are pertinent.

Be Ready To Commit: In the democratic leadership style, you get presented

with so many possibilities and suggestions that it can be overwhelming and

difficult to commit. But as the leader, when the time comes, you have to choose

and do so with conviction. The team depends on the clear and unambiguous

mandates to be committed.

Respect the Ideas: PC and its team might not agree with every idea, and

that’s ok. It is important, however, that you create a healthy environment where

those ideas are entertained and considered --not maligned-- or the flow of ideas

will slow to a trickle.

Explain, But Don’t Apologize: PC want the advocates of the solutions that

were not selected to understand that their thoughts were considered and had

validity, but that ultimately you had strong reasons to go a different direction. It’s

important that the decision be communicated, but you should not apologize for

deciding on what you think.



IMPACT OF MANAGEMENT STYLE ON EMPLOYEES The following are the impacts of management style that employees have:

MOTIVATION The term motive implies action to satisfy a need. Motivation can be defined as a

willingness to expend energy to achieve a goal or a reward. The management styles

adopted by the PCHL affect greatly, and employees are motivated in order to enhance

their performance and achieve the derived goals.

MORALE AND PRODUCTIVITY

The employees possess high morale, and thus exhibit high productivity. The employees

are happy and are also productive workers. Job attitudes and morale are quite positive for

two reasons. Firstly employees gain social satisfaction from interactions at the work

place. Working conditions and supervision are good; secondly high morale results from

high motivation to produce

MORE INDIVIDUAL RESPONSIBILITY The employees of PC exhibit individual responsibility and they are fully aware of their

job and responsibility towards organization.

SUPPORTIVE ENVIRONMENT The environment of the PC is very friendly and supportive. There is a good

communication among departments and employees.

JOB EFFICIENCY AND SATISFACTION

Consequently the overall impact of the well-equipped management styled organization is

the job efficiency and job satisfaction. At PC the employees are very much satisfied with

the job and the overall working conditions of the bank.

Management is fully aware of every matter and monitors the performance of its

employees. Also the style is not 100% participative. Management takes decision of its

own where it is needed to avoid any issue.



ROLE OF HR

DEPARTMENT IN

PEARL CONTINENTAL

HOTEL LAHORE



HUMAN RESOURCE DEPARTMENT

The HR Team consists of:

Director Human Resource – Col. (R) Shahzad Rafique Malik

HR Manager – Maj (R) Zafar Iqbal

Assistant HR Manager – Mr. Aqeel Ahmed

HR Officer – Mr. Salamat Bhatti

HR Officer – Mr. Nafees Ahmed

HR Coordinator – Mr. Shahid Mahmood

INTRODUCTION: The human Resource Department of Pearl Continental Hotel Lahore is capable of

performing the following functions:

Job Analysis

Recruitment

Training and Development

Performance Appraisal

Setting Compensation Policies

Providing safety and health to employees

Vision

“ We’ll open the doors; you’ll see what’s in store.”

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.”



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.

HIERARCHY OF HR DEPARTMENT:

Overview of the Human Resource Department:

Their aim is to manage the hotel by human resource policies which encourage and reward

individual and unified effort and achievement, provide training and personal development

opportunities and create a working environment in which staff can feel a real sense of job

involvement. Proper human resources management can be the difference between a really

well run hotel and a poorly one hotel. The human resources manager can control almost

the whole feeling and presence of the entire hotel. This makes the importance of human

resources management for hotels very evident. The primary objective of HRD is to

provide detailed guidelines for the various procedures which cover the company policies

and make it easy for each and every employee of the hotel to be aware of them. The

department is involved in budgeting, recruitment, selection, orientation, training, career

succession planning, dealing with the union, reviewing of policies regarding employees,

benefits, compensation and developing employee security in the form of provident funds

etcetera.

DIRECTOR HUMAN RESOURCE

HUMAN RESOURCE OFFICER

HUMAN RESOURCE ASSISTANT

TRAINING MANAGER

TRAINING COORDINATOR



Role of HR Department at PC:

“Organization needs people and people need organizations.”

Since PC Hotels are a part of the service industry, the HR element of the organization is

fundamental and carries a great value. Human resource plays a vital role in the smooth

running of an organization. The total numbers of permanent employees working for Pearl

Continental Hotel Lahore is more than 300. 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. They want to focus on making things better, not

bigger. Their vision statement can be understood by deriving meaning from this simple

slogan in the way that they recognize that the priority is customer satisfaction which is a

byproduct of provision of excellent services, which in turn are dependent on how well

trained and punctual your staff is. They have to position their hotel and train their

employees in such a manner that they can cope with competition from other renowned

hotels and grab a larger market share. They have to efficiently handle their HR

department to help the management of hotel objectives.

Objectives of HR:

Job analysis; i.e. making job descriptions and job specifications for each and every

post.

Selection

Recruitment

Orientation

Training and development

Negotiation and conflict management

Performance appraisals



Duties of HR in PC:

Recruit new personnel whenever it receives vacancy notices from any of the

department. The employees that are hired in a hotel can really alter the quality of

service and the whole atmosphere of the hotel. This means that it is very important

to pick upbeat, dedicated workers for each position. It is the job of the human

resources manager to make sure that good people are chosen to work in the hotel.

In many cases many hotel workers are only participating in hotel work because

they can find nothing else to do. Not many people have a dream of running or

serving in a hotel environment. However, there are some people who do want to

work in that capacity, and it is the job of the human resources manager to find

those people.

Retaining the employee is also crucial for the HRD. Managers can provide good

training and incentive programs that will cause employees to stay longer at the

hotel. Having a clear progression plan to advance to higher levels of service will

also cause employees to stick around much longer.

Dealing with union contracts and their issues to ensure an alignment of work

practices and ethics with minimal disruption.

They deal with and tap employee progression and promotion.

Employee orientation is also their job because they realize that improper

employee orientation can turn the recruitment and selection practices to a mere

turnover statistic.

Dealing with matters regarding payroll, allowances such as fuel allowance and

mobile phone allowance, leaves, medical or otherwise, disciplinary action in case

of theft or any other disruption or violation of work ethics on the part of an

employee, provident fund, gratuity etcetera.

Employee’s old age benefits records.



PEARL-CONTINENTAL HOTEL’S HR ROLE IN EXECUTING STRATEGY Pearl-continental hotel’s functional strategies support its competitive strategies. To play a

role in executing strategies PC must require highly committed employees which are the

part of the PC culture. This means PC, begins its HR processes to create a committed,

competent, and customer-oriented workforce. Hotel’s HR department supports strategy

implementation in many ways. When HR played a strategic role it becomes a good

culture of PC.

HR Role as a Strategic Partner:

Pearl Continental Hotel can also play a vital role in making strategies with other

departments as well. They make their own forecasting plans. My view is that Pearl-

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 management crafts 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.

Recruitment & Selection of employees

Employment planning and forecasting.

Recruit / build a pool of candidates.

Applicants complete application form.

Use selection tools/tests to screen out candidates.

Director or department head interviews the final candidate to make a final choice.

Candidate becomes the employer of the organization.

Selection board consists of the General Manager, HR Director, HR Manager and Head of

the vacant posts` department. Independent views about the suitability of a candidate are

given. Walk in interviews are conducted at all times and when a vacancy arises, the CVs



of the candidates are consulted. There are around 300 employees working currently in PC

Lahore and most of them are permanent, while the remaining are on daily wages. The

majority of employees are required for the housekeeping and food and beverage

department. This is due to the fact that the hotel industry basically deals with restaurants

and rooms, so to make and maintain the required standards concerning these significant

areas, employees are needed.

Recruitment Practices at Pearl Continental Hotel

Pearl Continental Hotel has a standardized 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 for their approval.

SOURCES OF RECRUITMENT AT PC:

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:

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.

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:

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.

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.



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. In Pearl Continental Hotel, 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.

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

following factors are considered important while making job evaluation which is:

Complexity of the Job.

How much Stress one can Bear.

Available Budget for Compensation.

Experience Required for the Job.

Company Need for the Employee for that Job.

Abilities required performing a Job.

METHODS USED FOR JOB EVALUATION:

According to Pearl Continental Hotel, the method used for Job Evaluation is as follows:

Classification Method

Ranking Method

Point Method

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. 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:

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.

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.

INTERVIEW:

Step by step procedure is followed in the interviews. The candidate is first

interviewed by 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.

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.

For top level they also have Panel interview.

Orientation:

During the orientation, the employee is given a brief introduction of the hotel,

about every department, working environment in which he has to work, and of the

work related colleagues.

The employees are also provided with the job description of their work at the time

of orientation, which guides them for their 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.

Employee should respect the privacy of another employee.



TRAINING & DEVELOPMENT

Steps used for the training and developments of employees at Pearl Continental Hotel are

as follows:

They provide training to their employees on 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.

Safety training is also provided to the employee.

TRAINING APPRAISALS: 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. 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.



These appraisal forms are sent to HRD for re evaluation and they keep these forms as a

record of employee’s performance.

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.

At PC appraisal is done by the head of the specific department whose employee is

being appraised. The appraisal method used at PC is “Graphical Rating Scale”.

Employees’ promotion (or demotion) is finally approved by the HR Manager.

Appraisals are conducted every three months a year.

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

O 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. 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. For example qualification, the employee is ought to assure that

he/she is the student of the required program.



ANALYSIS OF PC HR

DEPARTMENT



STRENGTHS OF THE HR DEPARTMENT:

There is good coordination and flow of communication between the HR director

and the HR managers who keep each other informed of whatever decisions are

being taken regarding employees and whoever is being hired. In case of medical

issues of employees, they are given preferential treatment and their issues are

resolved by the HR manager and director on priority basis.

The HR department is very systematic in terms of handling information. The files

and database of employees has been properly maintained since the inception of the

hotel. Even when data entry was done manually, those records are present with the

proper names, departments, year of joining and reasons for leaving mentioned.

HR officer makes an effort to keep every employee informed of the policies. The

policies are available for employees to read whenever the need arises.

When employees become permanent they are clearly told and explained of all the

benefits they are entitled to like medical allowance etcetera. Plus they are also

given the choice of whether or not they want to be a part of the provident fund

group. In case of lower level employees who are not familiar with what the term

means, the HR manger duly explains to them every important thing.

The HR manger knows every employee by name, ranging from a cook to positions

of directors. Knowing this gives the impression that employees are valued, they

have an identity. When they feel that the organization values them and they are a

huge part of it, they strive to work better, which results in better performance.

Performance appraisals are duly checked by the HR mangers after being done by

the department heads.

Employees who work overtime are paid on a priority basis by the HR manager.

Their pays are not kept pending.

They have a lot of trainees who they are training. This means that at a later stage

when they are hiring for a vacant position in the HR department, these trainees

might apply and hiring them would be beneficial for the organization because they

are already familiar with the work procedures, ethics and have a more realistic job

preview as opposed to a totally new employee who has no familiarity with the

system. This leads to better retaining of employees.



In case of warning letters and disciplinary hearings, proper procedures are carried

out that do not lead to the feeling to the employee that he has been mistreated.

Universal Enterprises is the recruitment agency that is arranging some of the

employees that work on temporary basis. The major contribution by an agency is

their ability to provide a total, professional service and when anonymity is needed.

Besides paying an agency to conduct the screening can save time for the

employing organization. The consultants can mostly ask questions that a potential

employer cannot. Similarly, an applicant is likely to give information to a third

party (independent), that they would not be prepared to give to a potential

employer. For example, not many applicants would admit to a prospective

employer that they did not get on well with their current boss.

The preferred source of hiring is internal hiring. This means that the orientation

provided has to be minimal. The employees are already aware of the culture of the

employing organization, the policies, work ethics and procedures.

References as a method of recruitment has its advantages because there is

opportunity to check the accuracy of the some of the statements made on the

application form and to double check on the assessors reading of the individual

candidate.

For the food and beverage department, the employees that are hired in the kitchen

are selected on the basis of work samples, that how well they are able to do the

job. This technique has a high predictive validity which suggests that the chances

of being able to predict a perfect match between the candidate and their

performance in the job are higher which means successful recruitment and

selection.

Challenges for the HR Department:

Managing a dynamic and rapidly changing environment.

Conflict management

Managing workforce diversity

Lack of trained workforce

Global competitive environment

Economic challenges

Loyalty of employee



WEAKNESSES OF THE HR DEPARTMENT: A lot of the work and files are still manually handled, or the previous data has not

been computerized. That leads to wasting of time when the manger has to go

through the files and try to find an employee who worked for the company in, for

example, the year 1997. Time is of essence in today`s dynamic and challenging

work place and lag actually signifies that in the long run , the manger is able to get

less work done and is less productive.

Scheduling of employees is still done manually; this can result in clashes and

haphazard coordination leading to mismanagement.

There are no proper trainings and workshops that the mangers attend that can keep

them abreast of the modern changes in the field of HR.

There are problems with the union i.e. workforce and organization. This is a huge

issue in terms of trying to ensure a continuous flow of good relationship between

the management and employees.

There is very less stress on career succession and development. They are not

exactly tapping their future needs. They have to strive to remain current with latest

trends that can ensure smooth running of the hotel. Immediate promotion depends

on situation to situation. They have to outsource the middle level or top level

positions instead of being able to promote someone from the junior ranks who has

been trained on these lines.

There should be more stress on how to deal with conflict management. There are

employees working who have a diverse background, nature and habits. HR has to

be quick in counselling on every level to streamline such issues.

Trainees are not given planned training. They are given tasks that are not exactly a

reflection of what an internship is supposed to be.

In Pakistan, very few institutes are able to provide trained workforce for the hotel

industry on international standards. Though Universal Enterprises is the firm

doing that for PC but that has its disadvantages. A candidate might form a

negative image of the organization after being in touch with the outsourced firm

that has nothing to do with what the organizational culture is. The consultant will

be taken by the applicant as a representative of the employing organisation, and



therefore the way in which they are treated will be taken as indicative of the

organisation`s treatment of staff. The briefing given to the consultants needs to be

thorough and action should be taken to check understanding. There is a danger

that the consultant, naturally, will use personal interpretations and prejudices that

may be contrary to those implicit in the organisation`s culture.

Reference as a selection process has a very low predictive validity. However,

references are extensively being used for even the entry level positions. Even if

there is no space in a department for more employees, they are being adjusted just

because the reference is strong. This disappoints those who do not have references

and the organisation image weakens in the minds of the potential applicant.

Eventually, the best person for the job might end up working for a competitor

hotel just because he/she was not given a chance here. A line has to be drawn

between nepotism and references.

Internal hiring has its disadvantages in the long run. New people which can bring

new innovation, ideas, experiences and creativity are not given a chance.

When interviews are being taken, they are not structured. They do not have pre

planned specified questions that they can ask from the interviewee. Unstructured

interviews are conducted in which no question is asked on a predetermined

format.

This means that when a lot of people are being interviewed, they are no way of

evaluating them on the same scale because everyone has been asked different

questions. This is when bias creeps in while making the final decision and the best

candidate for the position might get rejected.



RECOMMENDATIONS:

There should be software that can help the managers in scheduling of

employees so that there is no mismanagement and clashes while scheduling.

The system should be computerised. Investment in data entry once can

actually make things easier when employee records have to be rechecked. The

data of all employees must be computerized.

Apart from walk in interviews, other methods must be employed to fill vacant

posts. Structured interviews should be conducted, where the questions are pre-

planned and properly thought out. Each applicant should be asked questions

on

the same way so that evaluation when being done is fair and comparison

between candidates is done in an efficient manner.

HR mangers must be given a chance to attend training workshops and

seminars to keep abreast of the latest human resource practices in dealing with

personnel.

To further improve the quality of work, 360 degree appraisal should be used

more properly which reduces bias during evaluation.

The HR department in general should strive to improve the selection / search

process for filling vacant positions, develop succession plans, forecast critical

skills/knowledge and ability needs, identify critical skills, knowledge and

ability deficiencies, create a career development system that reflects the

organizational mission.

Strategic HR decisions should be stressed upon to use the workforce most

wisely. This can contribute to employee commitment, development of talented

people focused on growth and building career opportunities.

References and internal hiring should not be the only way of hiring people.

Other alternative means of hiring people should be considered that can give

more chance to fresh people from the market entering. They can actually be



more talented and productive instead of those who are coming through

references.

Mentoring or coaching can be an efficient technique to train the current

employees to rise up to the standards required for top level management.

Flexible benefit plans from which employees can choose the benefits they

want to avail can be a good idea so that employees can choose that which suits

them best.

The pay scales in general should be revised keeping in mind the inflation in

the country.

Bonuses paid to the employees should be in the form of extrinsic motivation

i.e. cash as well as intrinsic motivation.



PART 4

PRODUCTION FACILITIES



PRODUCTION FACILITIES As Pearl Continental Hotels belongs to the hospitality industry, therefore it is involved in

the production of services. Owing to the vision of its founder, Mr. Sadruddin Hashwani,

Hashoo Group of Companies is a preeminent player in hospitality industry in Pakistan.

Since its inception in 1972, it has offered its valued guests warm hospitality, impeccable

service and unparalleled facilities promising a memorable experience.

Strategically situated at prime locations, the hotels cater to the business and leisure needs

of local and international market. The Group’s commitment to excellence, attention to

details and personalized services ensures a loyal guest list. The Pearl Continental Hotel

Lahore combines the finest tradition of warmth and hospitality, with a level of services

and facilities guaranteed to satisfy the most discerning guests.

In order to increase the production facilities, the PC hotels needs to increase its

employees and stress should be laid on their training. In order to increase the food

production, the food making machinery shall be increased. Moreover, the existing

machinery shall be checked so that any fault could be eliminated. The PC hotel

management keeps a sound check on the production facilities. The supervisor of kitchen

and laundry, weekly checks the machines to know if they are working properly. Every 3

months, a particular batch of kitchen, laundry and housekeeping employees goes for a

training course.

Offers They offer:

• Shopping arcade: Bookshop, Carpets, and Antiques shop, Handicraft shop.

• Banking: United Bank Limited operates within the premises, and can take care of all

your banking needs. Chauffer driven Cars & Bus services round the clock. Trans Air

travel desk takes care of all your travel needs.

• Concierge

• Laundry / Dry Cleaning

• Barber Shop: Trained personnel take care of your tresses and shape them to perfection.

• Xavier Beauty Saloon & Foot Care

• Florist

• Car Rental Services

• In House Doctor



Business Centre

The hotel has a fully equipped business centre open 24 hours with all the latest in office

automation and secretarial services.

Privilege Club:

The world of Pearl-Continental Hotels welcomes you to the Privilege Club. Your

membership to the Privilege Club entitles you to a host of exclusive privileges. When

visiting the Pearl Continental Hotel restaurants in Karachi, Lahore, Peshawar,

Rawalpindi, and Bhurban, which are renowned for unparalleled quality of cuisine

attentive service and authentic design surroundings, your dining experience in any of the

listed restaurants when using your Privilege Club Card is guaranteed to be unique and

memorable. Furthermore, you will be offered a variety of other benefits like 70%

discount on rooms, when using selected hotel services. A sample of Privilege club

membership form is given in the appendix.

PRODUCTION FACILITIES OF HASHOO GROUP

The Investment Portfolio of Hashoo Group is as under:

Hotels and Resorts

Oil and Gas

Information Technology

Trading

Pharmaceuticals

Minerals

Real Estate

Tour and Travels

Ceramics



The Hotel and Resort industry has been discussed above.

Some of the production facilities are discussed below:

Ceramics:

It includes Cera-e-Noor:

Cera-e-Noor (Manufacturers of finest Porcelain wares):

“Perfection in color and style”

Located in Lasbela, Baluchistan, Cera-e-Noor was acquired by Hashoo group of

Companies in the year 2000. Cera-e-Noor, Pakistan 's premier porcelain tableware

manufacturing facility has been setup in collaboration with Bernardaud Liamoges ,

France . They are now part of the dynamic Hashoo Group, owners and operators of the

chain of 5-star Marriott and Pearl Continental Hotels throughout the country.

Cera e Noor is one of the leading manufacturers of fine porcelain tableware in Pakistan,

with presence in International market as well.

Pharmaceuticals:

Gelcaps Pakistan Limited

“Adding both years to life and life to years”

Gelcaps Pakistan was incorporated in 1984, with a challenging and inspiring mission to

improve the quality of human life.

Gelcaps Pakistan manufactures Halal gelatin capsules using indigenous and halal raw

materials which can be supplied in any single or combination of different colors, in

opaque or natural form. These capsules are manufactured in one of the most modern and

sophisticated plants. The plant has automated humidity control and a sanitized

atmosphere which eliminates the risk of introducing bacteria.



PART 5

MARKETING MIX OF PC



MARKETING AND PUBLIC RELATIONS DEPARTMENT IN PC

Hotel business mostly depends on public relations. Management try to have positive

image in public, so because of this Pearl Continental Hotel maintains a separate good

office of public relations department. This department performs following important

functions:

Organizing advertising campaigns

Conveying protocol on arrival of VIP's

Publishing pamphlets, bulletin

Organizing festivals

Functions

APPROACH TO DIFFERENT ORGANIZATIONS One thing which I observed in Pearl Continental Hotel is that that they are very interested

to have approach to National and International Agencies / Organization. Some special

delegation and teams approach to them and express their facilities. Sometime they give

them complimentary lunch or dinner or any other gift etc. All these works are controlled

by:

Marketing office

Sales office

Business Promotion office

Objectives:

1. To maintain a positive image in the media

2. To strengthen media relations

3. To be a part of important business social, and sports events in the city

4. To arrange social and cultural events in the hotel in collaboration with other

companies

5. To participate in community relations activities

6. To promote activities for Ladies in the hotel

7. To promote activities for Children in the hotel

8. To present promotional material of good quality

9. Effective advertising



Action Plan To maintain a positive image in the media

News Papers

Magazines

Dawn

Herald

The News

She

Nation

News line

Jang

Friday times

Nawa-e-waqt

Travelogue

Select a topic for the release, which should highlight hotel services. We will focus

upon the following:

Safety Systems

Different outlets of the hotel

Details of decor in the hotel

Participation in the plant and tree plantations

Measures adopted for environmental protection

Highlighting the prestigious events taking place

Press releases for cultural events, interviews of artists and post function coverage

To Strengthen Media Relationship

Call upon important media personalities. 8 working hours will be allocated every week,

for this focus will be on:

Television

Newspapers

Magazines

Public relation heads of other important organizations including govt. concerns



Action Plan: Periodic entertainment in the hotel from time to time

Send birthday cakes to media personalities

Keep them posted about important events taking place in the hotel which will

provide them opportunity to cover these events.

PRODUCT/SERVICE

Product is anything that can be offered to a market for attention, acquisition, use or

consumption that might satisfy a want or need of the person. It includes physical objects,

services, person, places, organization and ideas.

Products contain both tangible and intangible components, predominantly tangible

products are called goods and intangible products are called the services.

Services are the temporary provision of a product or the performance of an activity

intended to satisfy certain needs of buyers. They can avail the services but not in general

own it. In our economy many organizations provide services like schools, hospitals,

banks, transportation, hotel services etc. Hotels provide an intangible service for use or

enjoyment, not for the ownership; however they have the product just the same.

SERVICES OF PEARL CONTINENTAL:

In the hotel industry, Pearl Continental has a complete image about its services. Pearl

Continental establishes a complete brand name in the hotel industry. The services of these

hotels are related with the persons, places or organizations or any combination of these.

Pearl Continental & Marriott hotels are under the ownership of Hashwani’s group. The

six Pearl Continental hotels are situated in Pakistan's foremost business. This hotel has a

largest group of five star hotels in the country. The hotel provides the best services

against its competitor. The hotel provides services up to twenty-four hours a day. There

are different types of services that Pearl Continental provides to its customers. These

services are given below:



Rooms:

Encompassing unparalleled sense of comfort and opulence, each room at Pearl

Continental Hotel Lahore, imparts a liberating sense of space with detailed attention on

the needs of corporate or leisure guests. Well equipped with modern amenities and

efficient service, these elegant spaces serve as an unexpected oasis of exclusive

tranquility immersed in the frenzy of the city centre.

Special Features of Deluxe Rooms:

• Mini bar in all rooms

• 24-hour broadband internet facility.

• A variety of information, services, world news, unlimited access to on-line movies and

music

• Fruit basket in each room.

• Choice of local & international newspaper.

• Airport transfer, by hotel shuttle, subject to prior flight details.

• Use of health club, swimming pool with sauna and steam bath.

• Electronic safe deposit box.

• International direct dialing

The Executive Club Floor

• All the facilities of Deluxe rooms

• 24-hour broadband internet with Pentium 4 personal computers

• Free local telephone calls

• Deluxe fruit basket.

• Express check-in and check-out exclusive for Executive floor guests.

• Personalized butler service round the clock

The use of Club Lounge includes:

• Continental breakfast

• Snacks and beverages available till midnight

• Hi-Tea served in lounge from 1600 hrs – 1800 hrs



Suites:

Their spacious suites have been thoughtfully designed in rich tones, with avant-garde

details, to accommodate your specific needs. Well-appointed bathrooms, having over-

sized shower and bath areas, self contained kitchen with modern appliances, dining

lounge and working area bring luxurious livability.

Decorated with unique paintings and antiques, these suites transport guests into a world of

regal grandeur.

Features

• Pantry with large fridge

• One spacious living room and large bed room

• Connecting room available with an extension facility

• CD player

• P-IV Compaq computers

• High speed internet

• Printer

DINING:

Taipan

Walking through the dramatic entrance of Taipan is like stepping into the Chinese

dynasty and across the Pacific. The warmth and professionalism in this oriental and

elegantly modeled restaurant is instantly recognizable, from the attentive staff to the well-

prepared Mandarin-style Chinese food. The menu parallels the decors up market

ambitions, with relishing taste of dry-wok-fired Szechuan chicken, tangerine beef with

celery hearts, crispy fish and steamed prawns with garlic. The presentation is just as

beautiful as the flavor. If you are particular about standards you will not be disappointed.

Front Page Café

Suffused with Charm, the color theme at the Front Page Café is based on gold and silver

shades framed by natural light and softly glowing wall panels, adding flair to even the

most casual of midday meals. Attentive service satisfies the sense of occasion, with an

extensive menu from salads to signature sandwiches, soups, and varied spread of Hi-Tea

delicacies. The goal is to ensure that our guests eat the way they love to eat.



Bukhara The exotic atmosphere inside Bukhara whisks you to a serene ambience - delicious food

arrives, in sync with the tunes of the poetry entangled with melody and revives you with

the lilting sound of the Ghazal singer. The sumptuous Pakistani cuisine buffet ensembles

everything from chicken tikka, qorma and biryani to an endless number of barbeque

delights savored in elegant traditional environs.

Marcopolo

Warm, serene and elegant, Marcopolo has a unique combination of traditional and

continental cuisine buffet, along with a variety of exquisite desserts. The menu includes

an appetizing and diverse selection for breakfast, lunch and dinner, as well as a weekend

brunch. The menu and the contemporary décor of Marcopolo appeal to everyone.

SPA & FITNESS

Health Club

The Health Club & Spa at Pearl Continental Hotel Lahore look after the complete well

being and relaxation of your body and mind. The fully equipped fitness room and

professionally designed work out programmes foster the motivation to achieve balance

and lasting health. As fitness goals are dynamic, their approach helps you to harness and

resolve to achieve maximum results within and beyond your doors. You will embrace

Fitness as a way of living.

The Spa has:

• Fully-equipped gymnasium with cardiovascular, resistance and weight stations.

• Qualified personal trainers offering advice on exercise and nutrition.

• Personalized fitness assessments and training programmes catering to all levels of

fitness.

• Poolside relaxation area offering a delicious menu of healthy dishes and drinks.

• Jacuzzi, steam room and sauna in both ladies' and gentlemen's dressing rooms.

• Table Tennis, Snooker, Lawn Tennis facilities.

• Outdoor all season temperature control swimming pool.



MEETINGS AND BANQUETS Rediscover the art of conferencing with Pearl Continental Hotel Lahore. Their fully-

equipped Business Centre and regal banquet halls offer the perfect combination of

efficiency, convenience and consummate style, keeping in mind the business and

commercial requirements of the nation.

PC grand Banquet halls offer perfect locations for traditional wedding ceremonies,

exclusive parties and exhibitions. They do everything to create an inspired wedding that

you will cherish forever. Their cordial and always-welcoming meticulous service is

perfect to every detail from planning to execution, making those special moments of your

life memorable. Superb cuisine at their banquets, complement the adaptable spaces to

support the most demanding needs for a varied clientele.

Banquets

PC grand Banquet halls offer perfect locations for traditional wedding ceremonies,

exclusive parties and exhibitions. PC does everything to create an inspired wedding that

you will cherish forever. Their cordial and always-welcoming meticulous service is

perfect to every detail from planning to execution, making those special moments of your

life memorable. Superb cuisine at our banquets, complement the adaptable spaces to

support the most demanding needs for a varied clientele.

SERVICES:

The Pearl Continental Hotel Lahore combines the finest tradition of warmth and

hospitality, with a level of services and facilities guaranteed to satisfy the most discerning

guests.

PC OFFER: -

• Shopping arcade: Bookshop, Carpets, and Antiques shop, Handicraft shop.

• Banking: United Bank Limited operates within the premises, and can take care of all

your banking needs. Chauffer driven Cars & Bus services round the clock. Trans Air

travel desk takes care of all your travel needs.

• Concierge

• Laundry / Dry Cleaning

• Barber Shop: Trained personnel take care of your tresses and shape them to perfection.



• Xavier Beauty Saloon & Foot Care

• Florist

• Car Rental Services

• In House Doctor

• A baby sitter on demand.

Business Centre

The hotel has a fully equipped business centre open 24 hours with all the latest in office

automation and secretarial services.

SERVICE CLASSIFICATIONS Services are related with the intangible products and differ from the tangible products.

Services are classified into the different groups. Classification is important as it gives us a

great understanding of the values that we provide to our customers. This understanding

about calcification of services provides the insight needed to create effective marketing

strategies.

Pearl Continental has classified its services on

Profit Objective

Customer Type

Labor and Equipment needs

Profit Objective

A major distinction among service providers is whether or not they seek financial profit.

Hotel industry makes strategic marketing decisions based on potential return on

investment. The basic purpose of Pearl Continental in the hotel industry is to achieve

maximum profit out of the business. The location, services, equipment and target

potential groups of the hotel are all chosen with an eye to making a profit.

Consumer Type

Service firms have both consumers and organizational customers. The services are

identical in some cases; but different marketing strategies are required for the different

type of customers. Pearl Continental has two types of clients;

O The Regular Corporate Client

O The General Client.



The seventy five percent (75%) of the hotel's business is dependent on the corporate

client. Many large organizations have a contact with the hotel and their clients regularly

avail the services of the hotel. Seventy percent (70%) of the tourists are regular corporate

client of the hotel. They come here and avail the services for the business purposes or for

recreation. There is another type of customers that is the general clients of the hotel.

These customers come here for the recreation. So the hotel has a different marketing

strategies for the corporate client and different for the general client

LABOUR AND EQUIPMENT NEEDS

Labour Based Services

Labour-based services are those services that are delivered by the people and are

primarily concerned with the activities of the people.

Pearl Continental provides services to its customers directly through the people. They

have a direct marketing with their customers. They send their personnel in different

organizations and they give them information about the new service.

Equipment Based Service Equipment based services are those that are delivered by equipment and Pearl Continental

also use the equipment based services. They inform the customers about the services

through telephone, fax, E - mail, computers etc.



PRICES OF PEARL CONTINENTAL:

As we know that each room at Pearl Continental Hotel Lahore, imparts a liberating sense

of space with detailed attention on the needs of their corporate or leisure guests. Well

equipped with modern amenities and efficient service, these elegant spaces serve as an

unexpected oasis of exclusive tranquility immersed in the frenzy of the city centre.

Following are the some prices concerning the room rates of the Pearl Continental.

CLIENT CATEGORY CHARGES

Commercial Clients Rs. 5200- Rs. 6000

Corporate Clients Rs. 4000- Rs. 4600

Preferred Clients Rs. 4000

TARIFFS:

As we know that Pearl Continental has a very strong position in the hotel market. The

success of this organization is due to its effective and efficient policies and its

implementation. Few years ago, Pearl Continental had very low number of competitors

and it had a “Seller Market" which means that it set its own prices according to their

profit margin and whoever could afford that price can avail their services. They did not

bother about the consumer suggestion & concerning prices. This was due to the fact that

Pearl Continental had a few competitors. Their marketing was based on Margin Strategy

i.e. they keep a great profit margin in their prices which reduces the volume of their

customers. They did not believe on volume strategy.

ROOM TYPE CHARGES

Single Rs.7000

Twin or Double Rs. 8000

Standard Suite Rs. 12000

Executive Suite Rs. 15000



MARKETING STRATEGIES This concept includes:

Strategic Planning

Organization’s Mission

Marketing Process

Market Segmentation

Market Positioning

STRATEGIC PLANNING: “ The process of developing and maintaining a strategic fit between the organization's

goals and capabilities and its changing marketing opportunities.”

It relies on developing a clear mission supporting objectives, a sound business portfolio,

and coordinated functional strategies. As we know that Pearl Continental has a strong

image among five star hotels and has an established name in the hotel industry. Pearl

Continental has an effective strategic planning at its centralized and decentralized levels.

It has defined its goals and objectives at every level and tries to compete with the

changing marketing opportunities.

The strategic planning of the hotel is turned into detailed supporting objectives that guide

the whole hotel. Each separate division of the hotel decides what portfolio of businesses

and services is best for the hotel and how much support to give to each separate division.

Each separate division and service rate must develop detailed marketing and other

departmental plans that support the wide plan of the hotel. The effective strategic

planning originates:

Customer Satisfaction

Innovation

Variation of Services

Provision of Peaceful & Attractive Environment



Due to this strong strategic planning, Pearl Continental has achieved a great name &

image in the hotel industry. The planning and control officer of the hotel involves in all

type of strategic planning and looking at what has happened in the past and forecasting

what is likely to happen in the future:

To the Hotel

To its Competitors

To the Market

The hotel has best strategic planning which involves the hotel's performance and of

conditions in the market place.

Among all these conditions involves the needs and wants of consumers and the activities

of competitors to satisfy them.

Forecasting:

Forecasting phase is the important aspect of the strategic planning process in this hotel.

Forecasting of the hotel depends on all the future conditions provided by the hotel. Goals

are very important for every organization.

Goal setting:

The next step of strategic planning process is the goal setting. This is no easy task. The

manager of the hotel must select from a large number of alternatives and conflicting goals

those will most effectively guide the hotel's effort. The marketing concept suggests that

the overall goal of a hotel should be to satisfy consumer needs at a profit. The hotel

involves issues of organization and scheduling for the implementation of the strategic

planning. All the managers in the hotel are decision makers. They must implemental all

the steps of planning.

THE MARKETING PROCESS:

The marketing process influences the organization marketing strategy. There are four

steps in the marketing process:

Analyzing Marketing Opportunities



Selecting Target Market

Developing the Marketing mix

Managing the market effort

Analyzing the Marketing Opportunities:

In the marketing process the first step is to analyze the long-run opportunities in the

market for improving its performance as business division. Pearl Continental keeps its

view on all the opportunities of market. This analysis is very necessary for providing

better services to their customers.

Selecting Target Markets:

For selecting targets markets, marketing management faces two major types of problems.

How to select a specific market or markets

How to approach that market

The selection of the organization's target market and the creation and maintenance of a

marketing mix that satisfies the market's needs for a specific service is not an easy task.

Pearl Continental sometimes defines the total market for a particular service as its target

market. When hotel select its target market for food and beverage, the whole market like

children, young, old are involved in it. When this hotel taking target marketing to the

extreme, it might choose to treat every customer as an individual market segments. P.C

also targets the corporate clients of multinational organization. Like PIA, Nestle, Service

Industries, Packages, ICI, Kohinoor Group etc.

Developing the Marketing Mix

The marketing mix consists of everything; the firm can do to influence the demand for its

products. The many possibilities can be collected into four groups of variables knows as

the four Ps: Product/ service, price, Place and promotion. Pearl Continental developed a

very effective marketing mix strategy for its hotel.

Managing the Marketing Effort

Marketing effort is the last step in the marketing process. This process involves four

marketing management functions-analysis, planning, implementation and control. Pearl

Continental works according to all these activities. This hotel first develops overall

strategic plans. Then through implementation, the hotel turns the strategic and marketing



plans into actions that will achieve the hotel objectives. The target audience who work

inside or outside the hotel implements these plans.

MARKET SEGMENTATION:

The Market segmentation is:

“The process of dividing a large market into smaller segments of consumers or

organizations that is similar in characteristics, behavior, wants or needs”.

Each of these marketing segments can then be targeted using variations of the marketing

mix. Market segmentation divides the distinct group of buyers with different needs. In

market segmentation each individual has different need for different things. Pearl

Continental does not see just one big market for its hotel. Yet everyone has to come here,

but hotel

Management knows that not everyone has same need in its hotel. Some people come here

for attending meeting they are the regular corporate client of the hotel and are the regular

Customers, some as tourists, some people come here for attending functions, and some

spend their leisure time here. So when different people come in this hotel, they have

different needs with similar characteristics. So the hotel divides its whole target market

into different segments.

SEGMENTATION IN CONSUMER MARKETS

There is no single way to segment a market. A marketer has to try different segmentation

variables, along and in combination, to find the best way to view the market structure.

Consumer market is divided into different specific variables. This segmentation includes

different variables. These include:

Geographic

Demographic

Psychograph

Behavioral Variables



Geographic Segmentation

When marketers define their segments according to where they will market they are using

geographic segmentation. With geographic segmentation you can identify one or more

countries, regions, states, cities, and communities’ even individual blocks, to divide the

consumer market into meaningful subsets. Pearl Continental divides its total market

according to geographic segmentation. Pearl Continental has its outlays in different cities

of the country. Hence according to geographic segmentation in each outlay services are

different. People have different needs in different regions. This hotel emphasizes the right

services in the right geographical area at the right time.

Demographic Segmentation Demographic segmentation consists of dividing the market into groups based on variables

such as age, gender, family size, family life cycle, income, occupation, education,

religion, race and nationality. Demographic factors are the most popular bases for

segmenting consumer groups. One reason is that wants and usage rates are different

according to the different demographic factors. For each demographic variable service is

different Pearl Continental also dividing its market according to the demographic

segmentation.

In this hotel, services differ, according to the age, sex, race, religion, marital status etc.

People belong to different age group has different needs. Services of the hotel differ

according to the gender differentiation. Similarly all other variables are also very

important. Many services can be naturally and realistically targeted for segments define

by different demographic variables.

Psychographic Segmentation Psychographic segmentation divides buyers into different groups based on social class,

lifestyles, activities, opinions, beliefs and personality characteristics. People in the same

demographic group can have a very different Psychographic group. A Psychographic

dimension can be used by itself to segment a market, or it can be combined with other

types of segmentation variables. In Pearl Continental Psychographic segmentation is very

necessary. Social class is one of the basic characteristics of Psychographic segmentation.

In this hotel many services belong to specific social class.



Example For example Pearl Continental offers "The Club" facility, provided in business centre.

This facility is availed only by the business class. Hotel also provides different facilities

according to the lifestyle of the people. Hotel Provide "Dumpukht" restaurant according

to the Royal Mughal style. So people with this lifestyle avail this service of the hotel.

Different people have different images about the services provided by hotel. Hence

Psychographic segmentation is very necessary in consumer market.

Behavioral Segmentation When marketers use people's behavior toward service to segment the market, they are

practicing behavioral segmentation. Behavioral variables include product / service usage,

consumer needs for certain benefits, price sensitivity, brand loyalty and different other

characteristics. All of the above behavioral issues are applied in Pearl Continental. Most

of the consumers are loyal and sensitive about their hotel. Hence we see that Pearl

Continental divide its consumer market into different segments according to the

geographic, demographic, psychographic and behavioral variables.

Selecting Market Segments

An organization can adopt one of three market coverage strategies. These strategies are:

Undifferentiated Marketing

Differentiated Marketing

Concentrated Marketing

Undifferentiated Marketing

At one extreme is undifferentiated marketing in which the organization offer only one

service/product. In undifferentiated marketing strategy, a firm might decide to ignore

market segment differences and go after the whole market with one offer. The offer will

focus on what is common in the needs of consumers rather than on what is different.

Differentiated Marketing

In the differentiated marketing, companies offers many services or service variations

aimed at specific market segments, using various marketing mixes. These organizations

are still attempting to satisfy a large proportion of the total market, but instead of doing it

with one service offered one way, they market a wide variety of services designed to

appeal to well defined subgroups of the whole.



Concentrated Marketing: Concentrated marketing targets a single market segment with a single product/service or

climate line of products/services.

There are two basic reasons that organization chooses this strategy

either the structure of the market makes the other approaches impractical,

Or the organization does not have the resources to pursue the other strategies.

Among all these three target market options Pearl Continental one of the largest hotel to

adopt Differentiated Marketing.

As we see that in differentiated marketing strategy a firm decides to target several market

segments and designs separate offer for each. This is a true case in Pearl Continental

hotel. Because this hotel provides several market segments for their target consumers.

This hotel provides many services like restaurants, banquet and conference halls, sports

club, shopping Mall, swimming, business centre etc. Each service in this hotel has its own

promotional program designed for its own market. The hotel is still attempting to satisfy a

large proportion of the total market.

MARKET POSITIONING:

Market positioning is arranging for a service to occupy a clear, distinctive and desirable

place in the minds of target consumers relative to competing services. In this way

consumers on important attributes define the services. The management of Pearl

Continental plans positions that distinguish their services from competitor's services. The

hotel compares its services to those of various competitors and concludes that they

provide maximum satisfaction to their consumers. To make great position in the hotel

industry, the hotel first identifies possible competitive advantages about its services. To

gain this competitive advantage, the hotel must offer greater value to choose target

segments, either by charging lower prices than competitors do or by offering more

benefits to justify prices. Once this hotel has chosen a desired position, it must take strong

steps to deliver and communicate that position to target consumers.



Positioning Strategies Marketers can follow several, positioning strategies. These positioning strategies against a

competitor are:

Product/Service Attributes

Usage Occasions

Users

Product/Service Attributes

In this positioning strategy organization can position their services on specific attributes.

There are certain specific attributes in each service. With the help of this positioning

Pearl Continental has achieved a strong position in the hotel industry.

Usage occasions

Usage occasions are very important to make strong position in any field. In Pearl

Continental usage occasions are very important. The hotel can be positioned according to

these usage occasions. The hotel offered different packages indifferent occasions and in

different seasons.

Users

It is another approach to position the service for certain classes. This hotel has improved

its position by providing different services to different users. The hotel has also made its

position directly against its competitor. This hotel uses a combination of all these

positioning strategies.



PART 6

FINANCIAL ANALYSIS OF PC



INTRODUCTION:

Pearl Continental Hotels, a chain owned and operated by Pakistan Services Limited (the

Company) sets the international standards for quality hotel accommodation in South Asia.

The Company manages 6 luxury hotels at Karachi, Lahore, Rawalpindi, Peshawar,

Bhurban and Muzaffarabad; comprising 1,480 rooms with registered office in Islamabad,

Pakistan.

It is the responsibility of the Company’s management to establish and maintain a system

of internal control, and prepare and present the above said statements in conformity with

the approved accounting standards and the requirements of the Companies Ordinance,

1984.

Pearl Continental Hotels, conducts audit in accordance with auditing standards as

applicable in Pakistan. These standards require that whatever it plans and perform the

audit to obtain reasonable assurance about whether the statements are free of any material

misstatement. An audit includes examining, on a test basis, evidence supporting the

amounts and disclosures in statements. An audit also includes assessing the accounting

policies and significant estimates made by management, as well as, evaluating the overall

presentation of the statements.

Management conducts financial analysis for the purpose of internal control and to better

provide what capital suppliers seek in financial conditions and performance from the

firm. Management needs to undertake the financial analysis in order to plan and control

effectively.



Performance at a Glance

INTERPRETATION OF INCREASE IN REVENUE:

Rooms Revenue

The average room-occupancy during the period under report ascended to 56 percent from

53 percent of that of the corresponding period of the preceding year. The Average Daily

Room Rate (ADR) also marked improvement from Rs.7, 471 to Rs.7, 552 when

compared to the corresponding period of year proceeding immediately. Due to these

favorable features rooms revenue (exclusive of GST) was recorded at Rs.1, 684 million as

against Rs.1, 571 million (exclusive of GST) of the comparative period of last year,

showing a growth of Rs.113 million

Pearl Continental Hotel

Performance at a glance (Rupees 000)

As at March 31, 2012

2012 2011

Sales and Services net 4,084,341 3,736,522

Gross Profit 1,721,675 1,517,014

Profit before taxation 852,465 756,982

Profit after taxation 600,233 535,635

Earnings Per Share (Rupees) 18.45 16.47



Food & Beverage Revenue

During the period under review, Food & Beverage Sales (exclusive of GST) contributed a

major portion (54 percent) of the total revenue. F&B revenue were recorded at Rs.2, 191

million and registered an increase of Rs.223 million as against that of Rs.1, 968 million

during the comparative period of last year. The increase in revenue from this segment

reflects nearly 11 percent growth.

Other Related Services, Shop License Fees & Tour Division

Performance of these minor operating segments registered 6 percent growth by adding

Rs.12 million to the revenues. Revenue (exclusive of GST) from these segments for the

period under review was recorded at Rs.209 million as compared to Rs.197 million of the

corresponding period of last year.

Consolidated Results:

The total revenue based on the consolidated financial information for the nine months

period under report stood at Rs.4, 157 million against Rs.3, 809 million that of the

corresponding period of last year, reflecting increase of Rs.348 million which represents a

growth of 9 percent. Profit before tax achieved is Rs.894 million in comparison with

Rs.691 million that of corresponding period of last year. Profit after tax for the period

under report was recorded at Rs.637 million as against Rs.464 million of the comparative

period.



Financial Analysis

It is often useful to express balance sheet and income statement items as percentages. For

this common size analysis and index analysis are extremely helpful in comparing firms

whose data differ significantly in size because every item on the financial statements gets

placed on a relative, or standardized, basis. These two analyses are as follows:

Horizontal Analysis

Vertical Analysis

HORIZONTAL ANALYSIS

Horizontal common size analysis is also called “Year to Year “analysis in which we

compare each amount with a base amount for a selected base year. An analysis of

percentage financial statements where all balance sheet or income statement figures for a

base year equal 100.0 (percent) and subsequent financial items are expressed as

percentages of their values in Base year. This analysis is also called Index Analysis.

VERTICAL COMMON SIZE ANALYSIS

It is the analysis of financial statements, where all balance sheet items are divided by

total assets and all income statement items are divided by net sales or revenues.

The balance sheet and profit and loss account is given in the appendix section.



HORIZONTAL ANALYSIS OF BALANCE SHEET Balance sheet (Rupees 000) (Percentages) As at March 31, 2012

Assets 2011 2012

Non-Current Assets

Property, Plant and

Equipment

100 101.83

Advance for Capital

Expenditure

100 121.74

Long term Investment 100 107.60

Long term Deposits 100 100

Advance for Equity

Investment

100 232

Current Assets

Stores, spare parts and loose

tools

100

124.41

Stock in trade - food and

beverages

100

132.20

Trade debts 100

156.31

Advances 100

107.77

Trade deposits and

prepayments

100

185.35

Interest accrued 100

139.59

Other receivables 100

139.86

Other financial assets 100

107.04

Cash and bank balances 100

86.45

Total Assets 100 102.88



Liabilities

Non-Current Liabilities

Long term financing – secured 100

128.33

Long term deposits 100

99.01

Deferred liabilities 100

103.76

Current Liabilities

Trade and other payables 100

106.06

Mark up accrued 100

112.63

Short term borrowings –

secured

100

38.95

Current portion of long term

financing

100

439.81

Provision for taxation 100

149.22

Equity

Share capital and

Reserves

Authorized share capital

50,000,000 (30 June 2011:

50,000,000) ordinary shares of

Rs. 10 each.

100

100

Issued, subscribed and paid up

share capital

100

100

Reserves 100 100



HORIZONTAL ANALYSIS

HIGHLIGHTS

Assets

Cash is the most liquid asset .It has increased to 86.4% in the year 2012 as

compared to the year 2011 .It indicates a favorable trend.

Fixed assets were increased with highest percentage by 101.83 % in 2012.

The increase was seen in deposits with 100% in 2012 that makes company more

financially stable in future.

Currents assets have increased in current year. It shows persistence upward

movement.

Liabilities

Deposits of the company are increasing .This indicates that company is

developing rapidly and it has a strong financial position

Current liabilities in the year 2012 have remained almost constant as compared

to prior years. This is due to decrease in long term finances.

Owner’s Equity

The total equity includes the reserves, as well as the authorized capital, share

capital & issued capital. The total amount has remained the same in 2012 as the

share capital has remained the same for both years.



PROFIT AND LOSS ACCOUNT

2011 2012

Sales and Service – net 100

109.30

Cost of sales and

services

100

106.44

Gross profit

100

113.49

Administrative expenses

100

117.08

Finance cost

100

107.46

Other operating income 100

111.47

Profit before taxation

100

112.61

Taxation

100

113.95

Profit for the period

100

112.06

Earnings per Share 16.47 18.45



HORIZONTAL ANALYSIS

HIGHLIGHTS

Sales have increased sharply with 109.30% rapidly in 2012 which is a good sign

for company.

After paying higher taxes in 2012 comparatively in 2011, it is still earning

handsome amount of profits after taxation which is a very good sign.

Substantial increase in administrative expenses i.e. 117 % in year 2012 followed

by a substantial decrease in 2011.

Profits have increased rapidly in 2012 which is very encouraging for the

company. It shows that company is operating efficiently and is more concern

about its income, try to curtailing its expenses in order to increase its profit.



Vertical Analysis of Balance Sheet

Balance sheet (Rupees 000) As at March 31, 2012

Assets 2011 (%) 2012(%)

Non-Current Assets

Property, Plant and

Equipment

83.90 83.04

Advance for Capital

Expenditure

2.97 3.51

Long term Investment 4.66 4.87

Long term Deposits 0.051 0.04

Advance for Equity

Investment

0.155 0.351

Current Assets


tools

0.328

0.397


beverages

0.205

0.263

Trade debts 1.217

1.850

Advances 2.300

2.40

Trade deposits and

prepayments

0.141

0.255

Interest accrued 0.188

0.255

Other receivables 0.203

0.276

Other financial assets 1.74

1.81

Noncurrent assets held for sale 0.13

0.21

Cash and bank balances 0.29

0.24

Total Assets 100 100



Liabilities


Long term financing - secured 1.90

2.37

Long term deposits 0.19

0.18

Deferred liabilities 1.39

1.40

Current Liabilities

Trade and other payables 5.06

5.22

Mark up accrued 0.12

0.13

Short term borrowings -

secured

1.48

0.56


financing

0.13

0.58

Provision for taxation 0.18

0.26

Equity

Share capital and

Reserves


50,000,000 (30 June 2011:


Rs. 10 each.

1.90

1.85


share capital

1.24

1.20

Reserves 7.13

6.93



Vertical Analysis of Balance Sheet

HIGHLIGHTS

In order to evaluate the financial position of the company, horizontal analysis of PC

balance sheet was made keeping total assets as base.

Long term investment is increasing in the year 2012 by 4.87% as compared to

the previous year which indicates a favorable trend.

Current Assets are increasing collectively in the year 2012 as compared to the

previous year.

Advances have increased in the year 2012 which is considered favorable.

Long term deposits have decreased in the year 2012.

Mark up Accrued has increased in the year 2012.

Share Capital has shown a decrease in the year 2012 due to decrease in reserves.



Vertical Analysis

PROFIT AND LOSS ACCOUNT

2011 2012

Sales and Service – net 3,736,522

4,084,341

Cost of sales and services

59.4

57.84

Gross profit

40.59

42.15


21.10

22.61

Finance cost

3.54

3.48

Other operating income 4.71

4.81


20.25

20.87

Taxation

5.92

6.17


14.33

14.69




VERTICAL ANALYSIS

In order to evaluate the profitability of the company, vertical common size analysis of

PC Profit and Loss Account was made keeping net sales as base.

HIGHLIGHTS

Gross profit has increased to 42.15% due to decrease in the cost of good sales.

Basically vertical common size analysis highlights the relationship between

Revenue, cost and expenses.

All expenses including Distribution expenses, Administrative expenses and other

operating expenses have also increased because company is bearing cost due to

inflationary pressure in country.

Profit before tax rose to 20.87%, followed by significant decrease in 2009.

Profit after tax shows a slightly increasing effect which is encouraging for the

company. It rose from 14.33 % in 2011 to 14.69% in 2012. This shows that

company is operating efficiently and it has a high growth rate.



FINANCIAL ANALYSIS RATIOS

Ratio analysis involves the method of calculating and interpreting financial ratios to

assess the organization’s performance. Financial ratios can be divided into these basic

categories.

Liquidity

Activity

Debt

Profitability

LIQUIDITY RATIOS

Liquidity ratios measure the ability of a company to meet its short-term

financial obligations in a timely manner.

Liquidity of a firm is measured by its ability to satisfy its short term obligations as they

come due. Liquidity refers to the solvency of firm’s overall financial position-the ease

with which it can pay off its bills.

Because a common precursor to financial distress and bankruptcy is low or declining

liquidity, these ratios can provide early signs of cash flow problems and business failure.

The firms creditors are particularly interested in short term liquidity of firm. The basic

measure of liquidity ratios are:

Current ratio

Quick (acid test) ratio



CURRENT RATIO

It Measure the firm’s ability to meet its short term obligations: A measure of liquidity is

calculated by dividing the firm’s current assets by current liabilities. It is expressed as

follows:

Formula:

Calculation:

Interpretation:

For PC the current ratio is increasing from 0.96% at the end of 2011 to 1.17% at end of

the year 2012. The upward movement in the current ratio is due to decrease in current

liabilities. This shows that the company has 1.17 of current assets to cover current

liabilities as they come due. As it should be 2:1 i.e. for covering one liability the firm has

two assets. When current liabilities are increasing current ratio is low. This indicates a

negative trend considering liquidity. Lower the ratio less liquid the company appears to

be.

2012 =2,152,395 /1,832,143 = 1.17%

2011 =1,771,350/ 1,832,175 = 0.96%

Current Ratio= Current assets / Current Liabilities



QUICK ACID TEST RATIO

Quick ratio provides a better measure of firm’s overall liquidity. It relates the most liquid

assets to current liabilities. It is a measure of liquidity calculated by dividing the firm’s

current assets minus inventory by its current liabilities. Higher the ratio more liquid the

firm considered to be. It is calculated as follows:

Formula:

Calculation:

Interpretation

It should ideally be 1:1 and a quick ratio of 1 or greater is recommended it means that

even after deducting the less liquid assets the firm has enough of assets to cover the

liabilities. The analysis shows a increasing rate of Quick ratio. The Analysis revealed that

quick ratio shows a increasing trend as it increases from 0.89 in 2011 to 1.07 in 2012.

Increase in quick ratio is favorable for the company.

.

2012 = (2,152,395-178321) / 1,832,143 = 1.07%

2011 = (1,771,350 –139954) / 1,832,175 = 0.89%

Quick Ratio = Current assets – Inventory

Current liabilities



WORKING CAPITAL:

Working capital compares current assets to current liabilities, and serves as the liquid

reserve available to satisfy contingencies and uncertainties.

Formula:

Calculation:

Interpretation:

The working capital of PC has increased in the year 2012 which shows that its assets are

more than its liabilities. It is a good indicator of company’s liquidity

2012 = 2,152,395- 1,832,143 = 320252 %

2011 =1,771,350 - 1,832,175 = -60825 %

Net working capital = Current assets – Current liabilities



ACTIVITY RATIOS

It measures the effectiveness of a company’s management of its assets. Activity ratio

measures the speed with which various accounts are converted into sales or cash-inflows

or outflows. If a business does not use its assets effectively, investors in the business

would rather take their money and place it somewhere else. In order for the assets to be

used effectively, the business needs a high turnover.

Unless the business continues to generate high turnover, assets will be idle as it is

impossible to buy and sell fixed assets continuously as turnover changes. Activity ratios

are therefore used to assess how active various assets are in the business. Activity ratios

include:

Inventory Turnover Ratio

Fixed Asset Turnover Ratio

Total Asset Turnover Ratio

INVENTORY TURNOVER

“It Measures the activity or liquidity of a firm’s inventory.”

Formula:

Calculation:

Interpretation

The ratios seem to be decreasing as the ratio for 2012 is the less showing the fact that the

inventory takes more time to be converted into sales.

2012 = 2,362,666/178321 = 13.24:1

2011 = 2,219,508 /139954 = 15.85:1

Inventory Turnover = Cost of goods sold / Inventory



AGE OF INVENTORY “Average number of day’s sales in inventory”

Formula:

Calculation:

FIXED ASSET TURNOVER

“It is found by dividing sales by net fixed assets”

Formula:

Calculation:

Interpretation Fixed asset turnover shows that ratio has increased in 2012 as compared to 2011.

2012 = 360/ 13.24 = 27 days

2011 = 360 / 15.85 = 22 days

2012 = 4,084,341 / 22,394,360 = 0.18%

2011 = 3,736,522/ 21,990,412 = 0.16%

Average age of inventory = 360 / Inventory Turnover

Fixed Asset Turnover = Sales/Net fixed assets



TOTAL ASSET TURNOVER

“Indicates the efficiency with which the firm uses its assets to generate sales”.

Formula:

Calculation:

Interpretation

Total asset turnover has increased in 2012 showing the fact that less emphasis is made on

current asset.

2012 = 4,084,341/ 26,965,425 = 0.15:1

2011 = 3,736,522/ 26,208,842 = 0.14 :1

Total Asset Turnover = Sale/ Total Assets



LONG TERM DEBT PAYING ABILITY

DEBT RATIOS

“Debt ratio indicates firm’s long term debt paying ability .It indicates percentage of

assets financed by the Creditors”.

Higher the ratio, the greater the amount of other people’s money being used in an attempt

to generate profits. It indicates the amount of other people’s money being used to

generate profits. The ratio is calculated as follows:

Formula:

Calculation:

Interpretation This ratio indicates that at the end of the year 2012 the debt ratio for PC is 0.10 showing

the percentage that how many of the assets have been financed through the long term

debts and liabilities. Higher the ratio, higher the firm’s degree of indebtness. Increased

indebtedness cause deterioration in Company’s ability to pay debt adequately.

2012 = 2923673/ 26,965,425 = 0.10%

2011 = 2748278 / 26,208,842 = 0.10%

Debt Ratio = Total Liabilities

Total Assets



DEBT EQUITY RATIO

It is another computation that determines the entity’s long term debt paying ability. This

ratio compares the total liabilities with total shareholder’s equity. From the perspective of

long term debt paying ability, low the ratio is, better the firm’s debt position.

Formula:

Calculation:

Interpretation

This is a very critical ratio that shows the long-term solvency position of an organization.

PC debt/equity ratio is less in 2012 as compared to 2011 .Lower the ratio better for the

lenders.

2012 = 2923673/ 4053027 = 0.72%

2011 = 2748278 / 3452794 = 0.79%

Debt/Equity Ratio = Total Liabilities

Shareholder’s Equity



TIME INTEREST EARNED (LONG TERM PERSPECTIVE)

It indicates firm long term debt paying ability from Income statement point of view. If

the ratio is adequate little danger exist that firm will not be able to meet its interest

obligations. A relatively high stable coverage of interest over the years indicates a good

record .Low fluctuating coverage from the year to year indicate a poor record. It

Measures the firm ability to make contractual interest payments, sometimes called the

interest coverage ratio.

Formula:

Calculation:

Interpretation

This ratio indicates that Times Interest Earned ratio in the year 2012 is more as compared

to prior years. This indicates a positive trend .PC is able to fulfill its interest obligations

and it has a good margin of safety.

2012 = 852,465/ 142,281 = 5.99%

2011 = 756,982/ 132,395 = 5.71%

Time Interest Earned = Earnings before tax

Interest Expense



PROFITABILITY RATIOS

“It Measures the efficiency of a company’s operations as percentage of earnings”.

GROSS PROFIT MARGIN

Gross profit margin measures the percentage of revenue a firm earned after it has paid for

its expenses. Gross Profit rate usually lies between 20% to 50% .High the gross profit

margin, the better and lower the relative cost of merchandise sold. It is calculated as

follows:

Formula:

Calculation:

Interpretation This ratio is very helpful in determining the relationship between gross profit and sales.

Gross profit margin for PC has increased slightly in year 2012 i.e. 42% as compared to

prior year. It means cost of goods sold has been decreased.

2012 = 1,721,675/4,084,341 = 42.1%

2011 = 1,517,014 /3,736,522 = 40%

Gross profit margin = Gross Profit/ Sales



OPERATING PROFIT MARIN

Operating profit is pure because it measures the profit earned on operations. It Measures

the percentage of each sales dollar remaining after all costs and expenses other than

interest.

Formula:

Calculation:

Interpretation Operating profit of PC has increased slightly. This increase is due to decrease in interest

expense. This indicates a positive trend .It is very encouraging for the company .Hence

PC has a strong financial position.

2012 = 852,465/ 4,084,341 = 20.8%

2011 = 756,982/ 3,736,522 = 20.2 %

Operating profit Margin = EBIT

Sales



NET PROFIT MARGIN (RETURN ON SALES)

It measures how profitable a company’s sales are after all expenses including taxes and

interest have been deducted.

Formula:

Calculation:

2012 = 600233 /4,084,341 = 0.14 %

2011 = 535635/ 3,736,522 = 0.14%

Net Margin Ratio = earnings after taxes / Net Sales



RETURN ON INVESTMENT (ASSETS)

The return on investment shows the average return earned by all the investors and

stakeholders of the business. The net profit available to the share holders whereas mark

up is paid to the creditor’s .Return on investment is a type of return on capital. It is a

measure of firm’s ability to reward those who provide long-term funds and to attract the

providers .It is computed as follows

Formula:

Calculation:

2012 = 600,233 / 26,965,425 = 0.02

2011 = 535,635 / 26,208,842 = 0.02

Interpretation

This ratio indicates the profit earned on the resources employed. The ratio has remained

the same over the two years. It is not a bad indicator.

Return on investment = Profit after Tax

Total Assets



RETURN ON EQUITY

This ratio relates the net profits to the amount of capital funds or equity that have been

employed in making that profit.

Formula:

Calculation:

Interpretation The above given ratios suggest that the profitability has increased in the year 2012 as

compared to 2011 indicating relatively more profitable operations.

2012 = 600,233 / 4053027 = 15.8 %

2011 = 535,635 / 3452794 = 15.5%

Return on equity = Profit after Tax

Shareholder’s Equity



SUMMARY OF FINANCIAL ANALYSIS OF PC

The following conclusions can be drawn from the above table:

EPS has increased considerably

Profit after tax has shown an increase

Gross Profit has increased

This increase in sales is due to:

Increase in rooms revenue

Increase in food and beverage revenue

The details of increased have been discussed above.


Performance at a glance (Rupees 000)


2012 2011

Sales and Services net 4,084,341 3,736,522

Gross Profit 1,721,675 1,517,014

Profit before taxation 852,465 756,982

Profit after taxation 600,233 535,635

Earnings Per Share (Rupees) 18.45 16.47



SUMMARY OF FINANCIAL RATIOS

CURRENT RATIO: For PC the current ratio has increased at end of the year 2012. The upward movement in

the current ratio is due to decrease in current liabilities. This shows that the company has

enough current assets to cover current liabilities as they come due.

QUICK ACID TEST RATIO This ratio is similar to current ratio but it excludes inventory, which is generally the least

liquid current asset. The Analysis revealed that quick ratio shows a increasing trend as it

increases from 0.89 in 2011 to 1.07 in 2012. Increase in quick ratio is favourable for the

company.

DEBT EQUITY RATIO: Debt to Equity ratio tells us the amount of debt of the company against the shareholders

equity. PC debt/equity ratio is less in 2012 as compared to 2011 .Lower the ratio better

for the lenders.

TIME INTEREST EARNED RATIO: This ratio indicates that Times Interest Earned ratio in the year 2012 is more as compared

to prior years. This indicates a positive trend .PC is able to fulfill its interest obligations

and it has a good margin of safety.

GROSS PROFIT MARGIN: This ratio is very helpful in determining the relationship between gross profit and sales.

Gross profit margin for PC has increased slightly in year 2012 i.e. 42% as compared to

prior year. It means cost of goods sold has been decreased.

RETURN ON EQUITY: This ratio suggests that the profitability has increased in the year 2012 as compared to

2011 indicating relatively more profitable operations.



PART 7

TRAINING PROGRAMME



I joined Pearl Continental Hotel Lahore on dated July 8, 2012 as an internee. I completed

my internship program for two weeks in Training and Development which is a sub

department of Human Resource and remaining period in the Human Resource

Department.

ORIENTATION On the very start of the internship, we received an orientation session by T&D Manager

Mam. Aasma Naheed, which was about the Pearl Continental Hotel, its History, rules

and regulations management hierarchy, the infrastructure of the whole hotel chain. There

was a documentary film explaining all the aspects mentioned above and Ms. Aasma

briefed about each topic in a very skilled manner. We are also been provided by an

Employee’s Hand Book and some more helpful hints about to be followed during the

internship period.

PROPERTY ROUND: In the end, there was a property round in which we thoroughly visited the whole hotel

building and its departments etc. while our guide (Ms. Aasma) kept briefing us about all

the functions of different sectors and important places of the property.

That was a quite tiresome session but overall that orientation was quite impressive.

TRAINING AND DEVELOPMENT DEPARTMENT

The T&D Team consisted of

T&D Manager – Ms. Aasma Naheed

T&D Coordinator – Mr. Umar Arshad Shah

TASKS

The Major Tasks I learnt and performed there are as follows:

REMINDERS AND FOLLOW UPS:

It is T&D duty to give reminders in the morning to every department for their coming

classes or training classes according to the Monthly Training Calendar and then in the

evening taking their feeds backs and follow ups as by taking their attendance sheets.



TAKING CARE OF NOTICE BOARDS:

All the soft boards in the house are T&D’s responsibility. Keeping them up to date and

collecting material about the monthly campaign was one of the tasks I learnt and

performed.

ENTERING DATA IN AN ATTENDANCE FILES:

Keeping all the attendance files up to date and entering data in all on daily basis was also

one of the duties I performed.

MAKING CALLS TO RECRUIT NEW INTERNEES:

Calling up the candidates for the interviews of internship and then making their joining

letters was also an interesting task to do.

NEWS FLASH:

I also worked on the daily online magazine of PC that was named “News Flash”

To gather the material for different sections of the magazine like Jokes, daily horoscope

and theme of the month etc. and to modify its sections time by time were my

responsibilities.

TRAINING CALENDAR:

One of the duties of mine was to prepare a monthly Training Calendar after getting

training topics from all the departments. I have to prepare three sections of training

calendars.

T&D Sessions

Departmental Training Sessions

Daily Training Sessions

TYPES OF REPORTS:

Following are the reports are made in T&D department

Daily Training Report

Monthly Training Report

Orientation Report

Departmental Training Report

Internees Report



Daily training report is subject to submit to the DHR on daily basis while other reports are

submitted on monthly basis.

MAKING PHOTOCOPIES:

Making the photocopies of relevant document was also one of my duties in the hotel. I

have to go to account office for making the photocopies of the documents specially letters

and memos.

MAKING FLIP CHARTS:

Making flip charts regarding different trainings, announcement of events, and submission

of nominations for cross exposure, skill trainers and departmental champions was also my

duty at PC.

MAINTAINED THE FILES: Maintained different documents in the relevant files was also my duties like Internées

documents, Training attendance sheets, Memos, Occupancy documents etc.

GUIDING THE NEW INTERNEES:

One of my duties was to guide new internees to their relevant departments, how to get the

uniform from Housekeeping department and helping them in making their time cards

from the HR Office. I also take the new candidates to the relevant department heads for

the interviews regarding the trainings and internships.

INTERNEES DATABASE:

During my internship I have prepared an internees database showing how many internees

are currently working in a particular department and also showing their duration in

department and institution of the internees.

EMPLOYEE OPINION SURVEY:

I have also participated in Employee Opinion Survey and it was a great experience for me

to work in a survey of 1600 employees. I have learnt a lot while getting suggestions from

middle and lower management employees and making the employee survey report

showing the response of employees from each department and their participation in the

survey.



CAMPAIGNS:

During my internship I have worked in three campaigns

Dengue Fever

Smile and Courtesy

Calling Guests by their Names

For these campaigns I have to search material from the internet like (saying and

quotations etc, making flip charts regarding the campaign and visits the departments with

my boss for the application of campaign. Also visit the cafeteria for the quiz regarding the

campaign and distribute the reward tickets to the employees.

TYPING AND EDITING:

I have also took part in typing and editing the important documents of the department like

Internees joining letter

Internee’s certificates

Letters to HOD

Skill Trainers Certificates

Skill Trainee Certificates

PC Newsletter

ORIENTATION CHECKLIST:

During my internship I have participated in the preparation of new “Orientation

Checklist” including two parts:

Orientation Session Checklist

Property Orientation Checklist

These checklists are signed by the candidate and it is submitted to HR department while

one copy is kept in the records of Training and Development department’s file.



SAMPLE FORMS

Training Need Analysis

Training Calendar

Exit Interview Form

Attendance Sheet

Internship Application Form

Exit Clearance Form

HUMAN RESOURCE DEPARTMENT

The HR Team consisted of:

Director Human Resource – Col. (R) Shahzad Rafique Malik

HR Manager – Maj (R) Zafar Iqbal

Assistant HR Manager – Mr. Aqeel Ahmed

HR Officer – Mr. Salamat Bhatti

HR Officer – Mr. Nafees Ahmed

HR Coordinator – Mr. Shahid Mahmood

During my internship I observed and learnt a lot of things. I had a great experience of

working with highly professional and cooperative people that definitely are highly useful

for my business knowledge as well as for my professional career.

My major learning and duties there were as follows:

SUB DEPARTMENTS OF HUMAN RESOURCE

TIME OFFICE

Time Office may be called the gateway to enter a new world for the employees where

they can think that their work can bring a better future for their thoughts and family.

The main objective or work of the time office is to keep the attendance record of the

employees of the organization. It is the basic need of the organization to calculate its own

expenses as well as employees benefits. Time Office supervisor is responsible and

reportable to Director Human Resource.



Employees Cafeteria All employees are provided food in their respective duty shifts. They are given one 30

minutes break for meal and two tea breaks of 15 minutes each. This food is available free

of cost for all. Cafeteria Manager is responsible for all its operations and directly reports

to Director Human Resource.

FUNCTIONS OF HUMAN RESOURCE DEPARTMENT:

Human Resource is the base of management. All the management decisions are made by

Human Resource Department and then to announce to other department. For example all

the procedures of hiring and firing employees are followed by there. All the increment

decisions in salaries of the employees are decide here.

Therefore it is very important for the Human Resource Department to motivate the

employees in the right way, for this purpose many sort of benefits are offered to

employees that includes:

1. Preparation and checking of pay rolls, and handling all its related issues.

2. Preparation of monthly reports i.e Group Life Insurance, Head Count Reports,

Budgeted, Non- Budgeted, Replacement Summary, Hospitalization etc….

3. Processing of Hiring Approval forms, Police verifications and documentation

forms to new hiring,

4. Completing the process of lying off, termination, etc…

5. Processing of Provident Fund, Insurance, and confirmations forms, etc…

6. Issuing of different certificates to employees i.e service certificate, etc…..

7. Conduct Interview for providing manpower to the departments.

8. Completion of all processes of hiring, i.e Human Resource Requisition, and

personal files & Medical checkup forms, police verification forms, and uniform

slips, Jobs Descriptions forms, etc…

9. Distribution of daily mails.

10. Working for Employees welfare, allotting lockers, Uniforms,

11. Making Service Agreements, Appointment letters, Retirements of employees,

EOBI Registrations, Social Security Registration forms, annual Increments and

evaluation forms, etc…

12. Preparing of Apprenticeships forms, and registrations,



13. Selection of Employee of the month and the selected candidate’s Picture is pasted

to the notice board to encourage him and others.

14. Honesty awards are also awarded to the deserving employees.

15. Same strategy is followed of the month.

16. As all the employees are always welcome to give their new ideas to improve

productivity therefore the person who gave the best idea is appreciated and

rewarded.

17. Every month an Employee birthday party is celebrated, in which all the

employees having their birthdays in the month, all Head of Departments, DGM,

and Gm are present.

18. A general Staff meeting is conducted with GM and General Associates, in which

common problems facing by the employees are discussed with GM, Just to let

them feel that they are also apart of hotel property.

19. Conveyance allowance is given to the relative employees.

20. Mobile allowance is given to sales and marketing department.

21. HRIS is extensively used for maintaining and updating employee relation records.

HUMAN RESOURCE PLANNING AND FORECASTING:

Human Resource planning and forecasting is depend on the functions to be held in the

Pearl Continental Hotel Lahore. They forecast their every month schedule in advance to

over look it with accordance to the happenings and with the consultation with finance

department, as Human Resource can not plan any thing if they have no resource in

Finance Department. This is all done under Human Resource department.

EMPLOYEES RECRUITMENT AND SELECTION:

Internal Recruitment

In Pc hotel there are different ways for advertisement for employment.

1. Internal Jobs Posting

2. Advertisement trough Notice Board

3. Internal Promotions

4. Internal Transfers



External Recruitment

1. CV Data Bank

2. News Papers Ads

3. Internet (Web)

4. Walk Ins.

5. Reference

Screen out the candidates which are compatible, and then short listing is done.

Interview is taken by HRM, Department Heads, and finally by GM.

Selection of perfect employees

Assessment of employee

Training of the employee

TRAINING & DEVELOPMENT

TRAINING NEEDS ASSIGNMENT: On the annual appraisal of every department, Department Heads recommend the job

related training necessary for the future requirement of the specific jobs. In pc all this

managed in very précised meaner.

EMPLOYEE DEVELOPMENT: Employee development is very important for the employee and the employer. The

development of the employee is important for better performance. When the employees

are trained and know how to deal with new technologies, it will be very helpful for the

organization.

PC management arranged many training workshops, seminars, corporate training develop

the employees.

PERFORMANCE MANAGEMENT:

Setting performance standards and expectations:

Whenever a new employee comes in the organization he is surly not very perfect to work

in the new atmosphere. So, for the new employees some performance standards and

expectation are settled so that they are to work under that standards and expectation. In pc

I see that there is a complete setup of required trainings for new in coming.



Performance Appraisal:

I have a chance to discuss the performance appraisal system at Pearl Continental Hotel

with HR manager Maj(R) Zafar Iqbal. He told me that performance appraisal is

conducted on annual basis and there are three categories of performance appraisal at PC.

Performance appraisal of Executive

Performance appraisal of Supervisors

Performance appraisal of Rank and File

On the basis of Performance Appraisal following decisions can be made

Promotions

Increments

Transfers

How Performance Appraisal Report Is Written:

Performance report is based on the result on the sets standards and the performance given

by the employee according to the standard given.

As the employee work same is like the sets standards he will be considered good.

If he is below the standard he will be poor.

And if he is more than the standards he will be excellent.

In performance describe the full details of weaknesses, qualities, strengths of an

employee. And also motive the employee towards the promotions, and hard work. If

training is necessary then provide the opportunity of training to that employee.

EMPLOYEES COMPENSATION AND BENEFITS:

Pearl Continental Hotel, Lahore provides some kind of benefits to its employees. That is

as follows:

Leaves:

Sick Leave

Causal Leave



Earned Leave

Compensatory leaves

Maternity Leave (for Female Employees)

Free Meals Facility:

In Pearl Continental hotel Lahore, management provides free breakfast, lunch, tea, dinner

and Supper to its employees on the duty. It is very beneficial to the employees.

Free Pick and Drops:

Pc management also provide free pick and drop facility to its female employees, which

saves the time and rents of the employees and also provide the security. It is also very

valuable for female employees.

Free Laundry Facility: In Pearl continental Hotel, management gives free laundry for the uniform of the

employees.

Provident Fund:

Pc management gives provident fund to its employees with full benefits when they retired

or leave the company.

Gratuity Fund:

Pc management provides the benefits of the gratuity to its all unionized workers.

Life Insurance:

Pc confers life insurance facility to its employees.

PICIC Insurance:

Pc presents PICIC Insurance to its employees and their families (Spouse, children) in case

of hospitalization.

Medical Facility:

Medical facility is given to employees and their families.



In – House Doctor:

They provide in House Doctor for the employees to give them at time recovery. House

doctor and male nurse are available in the Dispensary.

Car & Fuel Allowance and Mobile Phone:

Pc gives Car, Mobile phone and fuel allowance to its managerial level.

Hajj Lucky Draws Packages:

Pc Management award to its employee’s free Hajj lucky draw packages.

Minority Draws:

Pc Management also compensate the Minority by gives them incentive through lucky

draw.

Annual Employees Day Function:

Pc management arranged Annual Employee’s day function for their employees and their

families.

Ladies Get together:

Pc management arranges ladies get together function for female employees.

Increments:

Pc management gives annual increment to its employees according to their performance

and on merit basis.

COUNSELING:

Family Counseling: Family counseling is counseling for employees where in they are suggested how 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 their jobs

effectively and efficiently.

Pre- Retirement Counseling:

In pre- retirement counseling employees who are willing to work after retirement are

given constructive guidance their second careers from the Pearl continental.



ORGANIZATIONAL CAREER MANAGEMENT:

Employee Job Change in the Organization:

In Pearl continental Hotel, Lahore there are different ways to change jobs in the

organization, which are described below.

Promotion:

Promotion in the Pearl Continental Hotel is given to the employees after their best work.

When the employee is more than their expectation they give promotion, rewards to

motivate them to work hard.

Transfer:

Transfer is giving to the Pearl Continental employees on the rotational job performance

experience, and the employee’s eager. As 1 person is working hard at Lahore, and he is

much experienced in his work then he can be transfer to the head office that is Islamabad

as there they need a well need a well experienced and trained persons. There are two

ways of transferring.

1. Transfer to other department in the same Property

2. Transfer to other properties of the company within the group.

Demotion:

Demotion is given to those employees who are below than standards and expectations,

who are not working well in the hotel, and in the given particular tasks. So for those types

of employees they demote them to the low level rank previous.

Separation:

Layoff:

In Pearl Continental hotel the layoff is done when the downsizing is needed. When the

downsizing is done the employees are short listed and in that process some of the

employees separate from the hotel.

Termination:

Termination is done when the employee go against the code of conducts and ethics of the

Pearl Continental Hotel, Lahore. i.e Dishonesty, embezzlement, Sex harassment, long

absent, etc…



Resignation:

Resignation in the Pearl Continental is done when the employees is not interested to work

anymore with them. There are many reasons of the resign. Mostly female employees

resigned after marriage. Another reason is that employee has better opportunity. Some

employees resign for their completion of education their education.

Retirement:

Retirement is done after the completing the total period of the job. The male employees

retired at the age of 60 years. And female employees retired on the reaching of the age of

55 years.

A separation register is maintained in which enter All the employees who was retired,

terminated, resigned, or laid off.

Labour Management Relation:

Labour management relation is very important in any organization. If the labour

management have good realtion with each other they better. In the Pearl Continental

Hotel, Lahore the labour management relationship is good. When the management

cooperates with the labour and fulfills his all requirements then the labour work with hard

and with more potential as they are happy with management. And when workers in the

hotel is doing its best and do all the work by heart the management is happy from the

person and then the management gives him many facilities and advantages. In PC

workers has its own Union, CBA. CBA is the repetitive of the all workers, and deals all

financial and other matters with the management.

Job Descriptions:

I have also participated in the formation of new Job Descriptions of all the employees of

the hotel. With the help of old job description and getting the lists of duties and

responsibilities of the relevant employees. I with my boss prepared the job descriptions of

the HR employees. It was a great experience for me to know how job descriptions are

made.

Helping Candidates: I have also involved in helping the candidates to fill their forms and to tell them how to

apply for the job and what the procedure of hiring the candidates is. I have also filling the

forms by myself of those candidates who are not able to write even their names. Since



Wednesday and Thursday were set for Walk – in Interviews that’s why to handle all

candidates for interviews with MHR and relevant Department Head was my

responsibility.

File Work:

I have also worked in Admin Office side by side with HR and mostly done a file work

like I have prepared a new file of the employees who recently resigned or terminated by

the management. And prepared list in a register showing their Name, Designation, Clock

no, Duration and reason for left thing organization. I have also maintained a file of CVs

for the vacant post. It was also my duty to place the documents of all the interviewees

after their interviews in their relevant departments’ files.

Helping New Employees:

It was my duty to take the new employees with my boss for the final interview with the

General Manager. It was also my duty to take the new employees to the training

department for the Orientation session.

Making Photocopies:

Making the photocopies of relevant document was also one of my duties in the hotel. I

have to go to account office for making the photocopies of the documents specially CVs,

letter and memos.

Mentioning Interviewee Status:

During the interviews of the candidates with the Human Resource Manager, it was my

duty to mention the status of every candidate in the register of MHR after the remarks of

Human Resource Manager which helps the HR department to search the status of every

interviewee. After the interview session I have to enter the data of the interviewees in the

HR Database Excel file, which include the candidates Name, applied for the post, his file

status, mobile no. and qualification.

Handling CVs:

It was my very first job there to collect the CVs of the candidates and put them safe in the

relevant folder under the relevant and desired section. The CVs are received through e-

mails or by mails or by walk-in interviews and some CVs are comes through references.



Observing Interviews:

Being a trainee of Human Resource department I closely experienced the daily walk-in-

interviews for different positions during recruiting stage. And observed Human Resource

Manager how he chooses the best ones for final selection. It helped me a lot in the sense

that I got the idea how such interviews are conducted and how the candidates are rated at

back end.

Prepare Interviewee File:

I prepared the files of the selected candidates who qualified with the related Department

Heads and HR Team.

Standard Maintaining activities in relation with mission statement

To achieve the prescribed international and guest expectations of five star standards

following activities are practiced

Facilities and Services

"Whatever our interest we are never far from it"

Building an image is always easier than maintaining it.

Pearl Continental has a global reputation of being one of the finest hotels in the world.

They take great care to up holds the integrity of that statement, with each new

establishment. Their hotels always have more than the standard requirement for a five star

hotel. They implement regular exterior, elegant decor, subtleness of taste etc.

The beauty of Pearl Continental begins with the exterior of the premises, when we enter

the hotel lobby; the floor is made of glazed brown marble and well carpeted. Beside of

huge lobby is a reception counter. A black glass is besides the reception, while in front of

it a corridor like hell street can be seen, where some shops, offices of Airlines (Singapore,

Thai, Japan) bank, beauty parlor are there, surrounded by natural plants, where we find a

highly trained staff with their smiling and welcoming faces.

A highly professional secretarial staff is available for secretarial services for the guests

typing and other official works. International fax and telex with modern are also

available. To park the guest’s cars, a special valet staff is hired, giving their welcoming

attitude and pleasant appearance.



Guest Services

Cradle of Pearl Continental is open for National and International tourists at any

convenient time. Well-dressed and smiling faces staff always welcome heartedly and

treated and accommodate honorably. The maxims of this hotel express in form of good

management and behave well.

They can proudly say that there is one thing that other hotels hare and we don't. Small

rooms the only kinds they have are large, larger and largest. All furnished with

impeccable taste and with one objective in mind, that being the comfort or our guests. No

wonder some people make their rooms their permanent home.



ANALYSIS OF

PEARL CONTINENTAL HOTEL



PEST ANALYSIS

POLITICAL Political instability in Pakistan can lead to changes in laws and policies which can be in

favor or against the hotel industry sector.

ECONOMIC Economy of Pakistan is facing issues about employment, inflation, illiteracy, which

hinders business growth.

SOCIAL Cultural issues can be there but still as there are a number of multinational companies

there, therefore, cultural issues are not prominent.

TECHNOLOGY People are highly skilled and PC can introduce new technology to increase competencies.



SWOT ANALYSIS:

Each Hotel has its own SWOT based on their location, season etc. As for the SWOT

Analysis of PC Lahore is concerned SWOT Analysis is basically done to find out that do

they have sufficient resources to cover their weakness and still achieve their objectives?

STRENGTHS (Internal Pros or positive points of an organization)

Quality Product

PC is the symbol of quality with respect to its offering i.e.; restaurants

Excellent Services

PC aims at providing excellent services to all type of customer

Competitive Advantage

PC has an edge over its competitor’s i.e.; it provides executive club services.

Financial Strength

PC is financially strong hotel because in the current economic conditions it is

maintaining its position because of financial strength.

Favourable Reputation/Image

PC has captured the favourable image in the mind of the customers.

Creative/Innovative

After every 6 month, PC launches new offering which is very stylish and eye

catching.

Organized Management

PC’s management is highly qualified, competent and organized.

Market Research

PC has its own research department, which scans the customers need and their

responses to the different products/services

Services with Latest Technology

PC has its control room in which the rooms and halls temperature is controlled

and maintained according to the environment and customer’s requirement.



Other pros of PC are:

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 compared to its other competitors shares the advantage of having 150+

luxury 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 their customers, that is kept in record and when the same customer returns after

sometime, his requirement made in history is 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.



WEAKNESSES:

(Internal cons or negative points of an organization)

High Prices

PC charges very high prices for all of its services especially room facility and

most of the people in Pakistan can’t afford it.

Lack of co-ordination

There is much lack of co-ordination among its workers

Low Incentives

PC offers low incentives to its customers, so fails to attract the middle class.

Other weaknesses of PC are:

As fashion changes need, demand and idea also changes. As PC being an old hotel

in history bares a difficult weakness, as old customers do not prefer to visit the

same hotel over and over. They prefer to experience something new.

The other weakness of PC lies in its telephone system, which is again an old

system. As Sheraton enjoys the great advantage of having latest technology that is

its Tele communication system.

OPPORTUNITIES

(External pros or plus points of an organization)

Expansion of Product Line

PC can expand their product line by offering other facilities like home delivery of

food etc;

Enter the New Market

PC can enter the new market by opening its branches in cities like Multan,

Faisalabad etc;

Attract the Tourists

PC can attract a large number of tourists by advertising in international magazines

and journals.



Diversify to Broad Risk

PC should diversify their product, production and services as were because you

must not rely heavily and put your resources on one product.

Improve Customer Relationship

PC can improve its relationship with its customers by providing different

incentive plans

The opportunities that PC faces are not much due to its well-established position.

Events organized in the city gives PC Lahore a great advantage as number of

customers/people increase and PC get an opportunity to show its loyalty and

services to its customers.

One of the opportunities grasped by events being held in the city is that as tourist

increase and in the same way people book rooms and avail services rendered by

PC.

Seminars are again a great opportunity for PC as worldwide seminars are being

held in the city or in PC Banquet halls which again help PC to show its quality

services and in this way people across the world come to the city and book rooms

for themselves.

Parties, wedding and other extra circular activities are opportunity to help PC

recognize its name.



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.

Worst Economic Conditions

Present economic conditions are not favourable for the growth and flourishment

of hotel industry.

Increased Sales Tax

Sales tax has increased which results in the increased customer prices and reduced

sales level.

Restricted Government Policy

Restriction imposed by the government regarding tax payment effects profitability

of PC.

Decrease in Customers Purchasing Power

Increase in overall prices has decreased the customer’s purchasing power for all

the products.

Other threats for PC are

Threats of new entrants like Islamabad Serena are a threat for PC but PC has

planned different alternatives for its threats.

Law and order situation can also be a threat such as strikes. If law and order is not

maintained throughout the country then people around the world would avoid to

come to Pakistan and if people won’t come then there will be no tourist so who

will rent the rooms.



In the SWOT analysis we came to know about their strengths and the weaknesses of a

hotel industry and especially of PC hotels. We learned how they can enhance their

strengths and overcome their weaknesses. SWOT analysis also gives an idea of

opportunities and the threats for PC. We analyzed how they can take full advantage of the

opportunities and guard against the threats. Analysis of Critical Success factor (CSF)

helped us to learn about the factors which are essential for success for a hotel. CSF helps

define business strategies. It is basically those things which must go right if the objectives

are to be achieved. We analyzed the competitive forces in an industry to help define an

appropriate overall business strategy. It basically helps to determine which of the forces

pose a major threat to the future success of the business and in what way

COMPETITOR ANALYSIS

Knowing your Competition is as an important issue as Knowing your Customer. In order

to obtain relevant information about the competition, a competitor survey should be

undertaken to gather data about direct and indirect competitors. One objective of such a

survey is to find out why we are more or less successful then the direct competitors and

allows us to recognize market saturation e.g. too many similar products offered for

limited market. It also can provide opportunities to detect market niches toward which we

can steer our operations. Lahore is famous for its traditional hospitality offers an endless

variety of places to see and delicacies to taste. Pearl Continental Hotel Lahore is the

perfect base from which to explore to your heart’s content. There are so many Hotels in

Lahore those are popular for their Food.

The Competitors of PCHL are:

Islamabad Serena

Holiday Inn

Park Plaza

Marriott Hotel

AVARI



PC'S COMPETITIVE ANALYSIS

The basis of industrial competitive analysis model is that an enterprise exists within an

industry and to succeed, it must effectively deal with the competitive forces that exist

within the particular industry. Based on the forces involved in Porter's model we are

going to judge the PC hotel in Lahore.

Threats of New Entrants:

New hotels that are five stars and go for the same customer categories as the Pearl

Continental.

Access to raw material or resources, otherwise readily available being rerouted to

Other hotels.

Threat of Products or Services:

New restaurants popping up all over Lahore have put a strain on the cafes and

restaurants within the hotel.

Rival hotels within the vicinity have offered the same C.S as PC.

The ability to differentiate between products and services being offered by PC and

other hotels has become smudged.

Buyer's Power (Customer):

People anywhere in the world love the ability to bargain and as such put the

provider in a tough position.

The bargaining power of a customer coming to PC is intensified because other

hotels are right across the street, at moments like this when the customer threatens

to walk-out, the person at the counter has the authority to offer certain deals in

order to keep that customer.

The above statements verify the fact that the customer is price sensitive and has

many alternative sources of supply.



Supplier's Power:

The number of supplier's with the right products has decreased over the years and

such has allowed the party concerned to increase prices without fear of denial

from the hotels.

The government has also increased the tax quota on the business to 12.5 %,

thereby, allowing the suppliers a valid excuse for "price jack."

Since other suppliers/ resources are not readily available, the hotels have an

increased overhead cost.

Critical Success Factor:

Critical success factors are the factors that contribute to make strong position of the

business, that make it successful and matters the most in its continued success. In other

words these are the few key areas where the things must go right for the business to

flourish and achieve its objectives. It is important to set objectives before embarking upon

critical success factor

Analysis. The main objective of Pearl Continental Hotels is to obtain maximum profit

and maximum occupation by the customers in the Hotel. Customer satisfaction is the

main source of achieving the objectives and to allure the customer to become the member

with the Pearl Continental Hotel and give them repeating visits.

The three most important considerations for a business and leisure traveler or a regular

customer to a hotel are the:

Location of the hotel

Safety and security

Rates/price.

Pearl Continental hotels satisfy these three conditions to the utmost and hence these three

factors become one of the most critical success factors of this industry.

Location

The location of all the Pearl Continental Hotels contribute to its successful operations as

they are not far away from the airports and lies in the heart of their respected cities.



Travelers Pearl Continental Hotel, which is the member of the `Leading Hotels of the World', is the

premier choice of business and leisure travelers. It is ideally located only fifteen

kilometers away from the airport, situated in the heart of commercial centre and provides

excellent business and conference facilities and easy access to shopping centers of the

city.

Commercial Avenue

In the city of graceful mosques, imposing fortresses and historical bazaars, Pearl


commercial avenue, Shahra-e-Quaid-e-Azam (The Mall), opposite Governor House, 7 km

from the Lahore International Airport, 6 km from the Main Railway Station and 1.5 km

from the main City Business Center.

Safety and Security:

Safety and Security is the biggest concerns of the people travelling from one place to

another due to the increasing Hotel crimes. All Pearl Continental hotels use electronic

locks, each room opens with an encoded key card, which increases the level of security.

Each room features data Port, Electronic in-room Safe, Safety Alarm, Radio and

Television with Satellite

Channels, Direct Dial Telephone and the Security-conscious can rest assured that all our

rooms are equipped with smoke detectors and sprinklers. The use of this system being

rare in other hotels of Pakistan makes it a critical success factor of Pearl Continental

hotels as the customers requiring high level of security will prefer to stay here which will

contribute to achieving the objective.

Rates:

Two factors are involved in increasing the profitability; by increasing the rate and by

increasing the volume but increasing the volume does not guarantee profits. Pearl

Continental increased 20% of the revenue by increasing the rates along with special

discounts. Rates are however negotiable in certain cases which ensured that the segments

that provide profits do not lose their interest by increasing the rates.



Critical Success Segments

The segments, which are critical to the success of Pearl Continental Hotels, are:

Airline Crew:

Reservations of the local and international airline crews are very important as the

products to them are sold in bulks every time they arrive. They are given the wholesale

rates so that they do not select another hotel. The information of the incoming flights is

kept so that respective airlines are informed about the rates in order to book the rooms for

their crew.

Tourist Group:

The rates for the tourist groups that come to the hotel directly or through some travel

agency are given are comparatively less and negotiable depending on the law and order

conditions of the country. The arrangements of transport and tourist guides are made on

request specially when there are some events or activities going on in the city.

IMPROVED SERVICES:

The Pearl Continental Hotels' rooms, executive suites, super deluxe suites, Executive

Rooms, are designed to provide the utmost comfort and luxury where guests are

pampered in every possible way. All rooms are equipped with satellite television, in-

house movies, music and 30 channel satellite television network and modern amenities. In

fact, every facet and facility required by the discerning traveler is catered to. Room

Service operates round the clock caring for all the travelers’ needs. Personal facsimile

machines are available in all suites and executive rooms ensuring complete privacy and

confidentiality. Business Centre& Secretarial Services are also available throughout the

day and up to mid night.

OLD AND NEW CLIENTELE:

Pearl Continental Hotels being the oldest in the hospitality industry in Pakistan enjoys a

large old clientele that are its strength and an important factor in its continued success.

Pearl Continental Hotels put all the possible efforts to retain the old clients' interest by

providing discounts, concessions and special offers in seasons.



PART 8

CONCLUSION AND

RECCOMENDATION



Corporate Social Responsibility (CSR)

Pakistan Services Limited, as a responsible corporate entity has accorded high priority to

social welfare activities for betterment of people.

CORPORATE PHILANTHROPY:

The Company has given financial support to well-reputed NGOs with good track record

of improving education, healthcare and other social welfare activities all over the country.

Their guiding principles in managing social, ethical, and environmental commitments

remain unchanged and they are continuing to play active role in meeting the growing

needs of the social welfare sector. The main focus of the Company is to concentrate on

healthcare, education, rural development, environment conservation and strengthening of

the civil society through Aga Khan Foundation and the Hashoo Foundation, who are

engaged in different projects of social welfare. The Company is working for greater

financial independence and self-reliance of individuals, families and communities. During

the year under review it has made an aggregate donation of Rs.88.727 million to Shaukat

Khanum Memorial Cancer Hospital and Research Centre, the Aga Khan Foundation and

the Hashoo Foundation. PC stand committed to enhance share in the public welfare

projects regardless of whether in the areas where such projects are underway have their

business presence or not. Their cause is general uplift of masses and the deprived

communities.

FUTURE PROSPECTS:

An oracle based system is being incorporated in the hotel for better information system

technology. Each department will have its own vision, which will complement the overall

vision of the hotel and PSL as a whole.

Two new projects at Gwadder and Muzzafarabad are in progress and will be completed

next year; this will provide excellent hoteling facilities to the citizens of these cities.



Management at Pearl Continental Hotel wants to secure their business in the face of

growing competition from international market. They want to fulfil their vision by

creating a good organizational environment and satisfied customers; for which they

believe in the improvement of their employees. They are also planning to recruit

experienced personals from abroad for a global understanding of increasing potential

market.

RECOMMENDATIONS:

PC should also invite people from outside to help in training.

The sitting arrangement at PC offices is un-satisfactory. There is no waiting room

for guests, even high profile clients have to wait out-side while standing or sitting

in their own vehicle, there are also inconvenient sitting arrangements inside the

department.

With the employees perspective the company must focus on reducing the

dissatisfaction amongst the employees. The majority of the employees are

dissatisfied due to a cut down in benefits provided by the company, medical,

bonus, increment to name a few.

Human resource constitutes the most valuable asset for an organization. To

improve the professional skills and quality, PC must conduct some training

programs for existing employees to improve their proficiency.

Company should give some more incentive to its employees in order to remove

the conflict between lower and higher officers.

They should introduce creativity into the work, so that the employees can do their

work active minded.

Recruitments should be strictly on merit basis and induction should be after proper

and extensive training.

The other important thing that will help them in excelling is that the consistency

of the policies should be implemented.-In this way every employee and worker is

well aware of the policies and rules and regulation.



Recruit new and fresh graduates to the company so that through their new ideas

the management of the packages can increase there working capability and

capture new markets and clients.

The management should revise the salary package of the employee so that they

can work with full dedication and concentration.

PC is the leading Hotel Chain in Pakistan. It was not an easy job for internees to

study the complete working of this organization within six weeks. I think one need

allot more time to study such a versatile type organization. It was very difficult for

the internees to manipulate all sort of information. This internship program was

very fascinating experience for me and during my stay at PC, I learned so many

things. So it was the best time for me to see the application of the theoretical

frame work studied by me in practical fields.

CONCLUSION

In conclusion I would like to say that Pearl Continental Hotel is a place where one can

enjoy their time in a very soothing and relaxing mood. The hotel is a perfect place for all

kind of activities. You can have business meetings, lunches, dinners, conferences, parties,

functions and seminars. PC has a good name, reputation and trust. There is an

arrangement of each and everything you can imagine, which makes it a role model. The

management and employees are very courteous and customer-oriented. They serve you at

their best level and certainly you will feel the difference. In this report we gave the

overview of PC, and learnt about their management style, culture, their strengths,

weaknesses, opportunities and threats, we also analyzed their critical success factors, and

competitive analysis.



APPENDIX




Balance Sheet

Balance sheet (Rupees 000) As at March 31, 2012

Assets 2011 2012

Non-Current Assets

Property, Plant and Equipment 21,990,412 22,394,360

Advance for Capital

Expenditure

778,817 948,160

Investment Property 391,763 47,000

Long term Investment 1,222,418 1,315,378

Long term Deposits 13,382 13,382

Advance for Equity Investment 40,700 94,750

24,437,492 24,813,030

Current Assets


tools

86,121

107,149


beverages

53,833

71,172

Trade debts 319,190

498,932

Advances 602,955

649,830

Trade deposits and prepayments 37,163

68,884

Interest accrued 49,340

68,875



Other receivables 53,296

74,542

Other financial assets 456,760

488,950

Noncurrent assets held for sale 35,700

57,500

Cash and bank balances 76,992

66,561

1,771,350 2,152,395

Total Assets 26,208,842 26,965,425

Liabilities


Long term financing – secured 500,000

641,667

Liabilities against assets subject

to finance lease

- 20,494

Long term deposits 50,884

50,384

Deferred liabilities 365,219

378,985

Non Current Liabilities 916,103 1,091,530

Current Liabilities

Trade and other payables 1,327,119

1,407,619

Markup accrued 31,484

35,462

Short term borrowings - secured 390,233

152,000




financing

36,000

158,333

Current portion of liabilities

against assets subject to finance

lease

- 8,089

Provision for taxation 47,339

70,640

Current Liabilities 1,832,175 1,832,143

Equity

Share capital and

Reserves


50,000,000 (30 June 2011:


Rs. 10 each.

500,000

500,000


share capital

325,242

325,242

Reserves 1,869,424

1,869,424

Unappropriated profit 1,258,128

1,858,361

3,452,794

4,053,027

Total Equity and Liabilities 3, 073, 520 3, 248, 915




Profit and Loss Account


2011 2012

Sales and Service – net 3,736,522

4,084,341

Cost of sales and services

(2,219,508)

(2,362,666)

Gross profit

1,517,014

1,721,675


(788,713)

(923,497)

Other operating expenses

(15,265)

-

Finance cost

(132,395)

(142,281)

Other operating income 176,341

196,568


756,982

852,465

Taxation

(221,347)

(252,232)


535,635

600,233




Pearl-Continental Lahore

JOB DESCRIPTION

Job Title : Accounts Manager Department : Finance Reports to : Director Finance Supervises/controls/ directs activities : __________________ Job holder’s (name) : __________________

1. Job duties & Responsibilities

a. To see overall Smooth Operation of the Accounts Department.

b. Preparation of Monthly Accounts and Preparation of Comments.

c. Preparation and review of all Balance Sheet reconciliation’s.

d. Preparations of Income Tax Details.

e. Participation in the preparation of Budgets.

f. Matters relating to employees Income Tax.

g. Preparation of Executive Department Heads payroll on Monthly Basis.

h. Preparation of Corporate Office and Hotels current accounts reconciliation’s.

i. Any other work assigned by Controller Finance time to time.

2. Specifications (in brief)

Qualifications MBA Finance

Professional experience 3-5 Years

Age 30-35 years

Others Nil



Brief Requirements

Ability to plan, organize activities of subordinates. Ability to express ideas clearly. Ability to modify leadership style. Knowledge of principles and techniques of team leadership ……………………………………………………….. etc.

3. Limit of authority

(a)

(b)

To appraise the performance of the subordinate staff

To Supervise subordinate staff

4. Executive Duties

To assume the functions and responsibilities of Manager on duty in accordance with the hotel’s duty manager’s roster.

This job description is not an exclusive or exhaustive list of all jobs, duties,

functions that the Management staff in this position is required to perform

from time to time.

I read, understood,

and acknowledged to undertake the duties and responsibilities coupled with the limits of

authorities, stipulated above.

Signature Date



Last Name

Middle Name

First Name

Company Name

Company Address

Phone

Fax

E-mail

Mail my card At Office

Mode of payment Cash

Home Address

Submit Clear Form

Membership Card

Membership Form

http://www.pchotels.com/PCHR/pri_card.php

http://www.pchotels.com/PCHR/pri_member.php



BIBLIOGRAPHY

www.hashoogroup.com.pk

www.pchotels.com.pk

www.corporateinformation.com

www.google.com

www.wikepedia.com

http://www.hashoogroup.com.pk/

http://www.pchotels.com.pk/

http://www.corporateinformation.com/

http://www.google.com/

Documents

PC Hotel Lahore