Post on 10-Apr-2015
7/31/2010
Project of Human Resource Management | Successors
UNIVERSITY OF THE PUNJAB
HR DEPARTMENT OF PEARL CONTINENTAL (PC)
HR Department Of Pearl Continental (PC)
Project of Human Resource Management
Submitted to:
Sir Ashar Shakeel
Submitted by:
Attiq-ur-Rehmam MC09128
Shahzad Yamin MC09129
Sajid Ali MC09144
Ali Sufyan MC09130
Yasir Ayub MC09103
Ahmed Hayat Luck
MC09140
University of The Punjab | Project of Human ResourceManagement
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HR Department Of Pearl Continental (PC)
University of The Punjab | Project of Human ResourceManagement
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HR Department Of Pearl Continental (PC)
Dedication
Our group dedicates this project to our parents who encourage us & help us
in every field of life & of course our teacher without whom we could not
able to make this project. May they live long.
(Aamin)
University of The Punjab | Dedication iv
HR Department Of Pearl Continental (PC)
Acknowledgment
First of all we thank our Almighty ALLAH who has blessed us the courage,
energy to complete our final project.
This course work project which is the assignment of our M.com program is
dedicated unanimously to our Sir. What we have learnt from this program is
not the gift of our course books but is the relentless hard work and skill of
our instructor. Whatever benefit we will get by this course in our personal
life is one thing but the quality of the knowledge that has been delivered to
us will remain with us.
We are also thankful to all those who helped us to collect the data without
which my report would not have been completed
University of The Punjab | Acknowledgment v
HR Department Of Pearl Continental (PC)
Executive Summary
There are several information-related issues at hand for Pearl Continental
Hotel Lahore of primary importance is the human resource department
that has the capability of performing functions such as:
Job analysis, recruitment, training and development, performance appraisal,
setting compensation policies and providing safety and health to their
employees.
This report covers all the aspects of the human resource management
concepts presently applied in PC. On the basis of observation it has been
extracted that Human Resource in PC is highly motivated due to the perfect
conditions provided to them.
University of The Punjab | Executive Summary vi
HR Department Of Pearl Continental (PC)
Table of Content
Introduction of the company 1
Vision statement 2
Mission statement 3
History of PC hotel 4
Organizational Chat 5
Business of the Organization 6
SWOT Analysis of PC 7
Strengths......................................................................................................7
Weakness.....................................................................................................7
Opportunities...............................................................................................8
Threats.........................................................................................................8
Departments of the PC 9
Hierarchy of HR Department 10
Activities performed by the HR department 11
HR’s Role as a Strategic Partner...............................................................11
Practices Followed by HR Department 12
Job Analysis 12
Job Description...........................................................................................12
Job Specification........................................................................................12
Recruitment and Selection Process 13
Recruitment Procedure..............................................................................14
Recruitment Practices................................................................................15
University of The Punjab | Table of Content vii
HR Department Of Pearl Continental (PC)
Sources of Recruitment.............................................................................15
Inside Candidates...................................................................................15
Outside Candidates.................................................................................15
Internees a Source of Outside Candidates.............................................15
Selection....................................................................................................16
Selection Procedure...................................................................................16
Interview....................................................................................................17
Orientation and Training process and procedures 18
Orientation.................................................................................................18
Training & Development............................................................................18
Training Appraisal......................................................................................18
Performance Appraisal Process and Methods 20
Method for Performance Appraisal............................................................20
Factors Considered while Appraising....................................................20
Employee Benefits 21
OTHER BENEFITS.....................................................................................21
Health & Safety Conditions 22
Career Development 23
Flaws 24
Conclusion 25
Recommendation 26
Glossary 27
Bibliography 28
University of The Punjab | Table of Content viii
HR Department Of Pearl Continental (PC)
University of The Punjab | Table of Content ix
HR Department Of Pearl Continental (PC)
Introduction of the company
Pakistan Services Limited (“PSL”) was incorporated in 1958
as a Public Limited company and is quoted on Karachi Stock
Exchange since 1964. The primary business of PSL is
hospitality. It initially operated under the management of
Inter Continental Hotel; however, when Hashoo Group
acquired PSL in 1985 it changed the name of the Hotels to
pearl continental hotels and became the largest and oldest
five star hotel chain of Pakistan. In October 1985 all the
Inter Continental hotels in Karachi, Rawalpindi, Peshawar &
Lahore became the pearl continental hotels. Another pearl
was added to the chain in1992 at bhurban.
Pearl Continental Hotel is the first Pakistani chain which has
achieved excellent international standards of services,
quality and
University of The Punjab | Introduction of the company x
HR Department Of Pearl Continental (PC)
Vision statement
The vision statement of PC Group of Hotels is
“We’ll open the doors; you’ll see what’s in store.”
We feel pride in making efforts to position Pakistan in the
forefront of the International arena.
University of The Punjab | Vision statement xi
HR Department Of Pearl Continental (PC)
Mission statement
The mission statement of PC Group of Hotels is
“Our mission is to be the hotel recognized as the
leader in the industry in any aspect. We are committed
to train and develop all our staff members allowing
them to grow in their careers and provide services and
standards which exceed guest expectations.”
The mission statement clearly shows that it aims at
becoming world-class leader in the service industry. It also
shows that the management at Pearl Continental Hotel
believes in an exceptional workforce to provide world-class
service to their customers. They want to ensure that not
only they satisfy their customers but also delight them.
University of The Punjab | Mission statement xii
HR Department Of Pearl Continental (PC)
History of PC hotel
The pearl continental hotel, Lahore is a five star hotel
located on Sharah-e-Quaid-e-Azam, on the same stretch of
road as the Alhamra Arts Council, Lahore Zoo, Avari hotel
and the Parliament building.
Pearl Continental Hotel Lahore being the only five star
hotels in town, offering matchless services and facilities
stands tall among the small hotels surrounding its premises.
Most of the surrounding hotels lag far behind Pearl
Continental Hotel Lahore in standards because it has always
been the choice for budget meetings seminars symposium,
conventions weddings training courses corporate meetings
and conferences. Over the years Pearl Continental Hotel
Lahore has gained the reputation of providing variety of
foods in different restaurants and managing outside
caterings.
The Pearl Continental Lahore is a 5 Star Deluxe hotel
centrally located in the heart of Lahore. The Hotel is 5
minutes drive away from the central city and 25 minutes
away from Allama Iqbal International Airport. Main
attraction for visitors to Lahore are Lahore Fort, Magalia
Badshahi Mosque, Magalia Shalimar Gardens, Polo Club,
Gymkhana Golf Course, Alhamra Arts Council, Lahore
Museum, Quaid-e-Azam Library and Race Course Park
which are within 10 km radius of the Hotel. The point of
interest for the guest also includes Wahgah Border.
University of The Punjab | History of PC hotel xiii
HR Department Of Pearl Continental (PC)
The Hotel has 487 exclusively appointed bedrooms, which
includes 193 Standard rooms, 238 Atrium Deluxe rooms and
49 Luxurious Suites providing various levels of guest
comfort. There are only 2 Presidential Suites in the hotel.
University of The Punjab | History of PC hotel xiv
HR Department Of Pearl Continental (PC)
Organizational Chat
University of The Punjab | Organizational Chat xv
HR Department Of Pearl Continental (PC)
Business of the Organization
The nature of business of PC hotels is hospitality & provides
the following facilities:
Laundry/Dry Cleaning
Jeweler & Gem Shops
Car rental
Baby sitting
Parking
Travel desk
Airline office
In house doctor
Florist
Book store
Business centers
Pharmacy
24 hour room service
ATM
University of The Punjab | Business of the Organization xvi
HR Department Of Pearl Continental (PC)
SWOT Analysis of PC
Strengths
Market Leader
Quality Products & Services
Straight Staff
Brand Name
Brand Image
Weakness
Focusing on the HR department, although PC has
maintained strong culture throughout the organization yet
we’ve observed that PC nevertheless needs some
improvements which will aid it in availing the opportunities
and be more competitive.
Few of the weaknesses of Pearl Continental Hotel are as
under;
Immediate promotion depends on situation to
situation. For instance recently H R director of PC is
required and no one is there to promote from junior
rank so they have to out sourced the vacancy.
University of The Punjab | SWOT Analysis of PC xvii
HR Department Of Pearl Continental (PC)
PC’s HR department not has their specified questions
while conducting the interview. The main top
managers of the HR and the concerning department
take the unstructured interview in which no question
is asked on a specific pre-determined questionnaire
format. They ask on-time questions from the
interviewer.
Opportunities
New on going projects (flour parking)
Threats
Current Competitors:
• Holyday INN
• AVARI
• Royal Palm
• Country Club
New Competitors
Economic Situation
Political Situation
University of The Punjab | SWOT Analysis of PC xviii
HR Department Of Pearl Continental (PC)
Departments of the PC
Front office
Laundry
House keeping
Accounts
Credit
Purchase
F & B (food & brewages)
Kitchen
Sales
Public relation
Human resource
Training & Development
Security
IT
Engineering
Privilege club
University of The Punjab | Departments of the PC xix
HR Department Of Pearl Continental (PC)
Hierarchy of HR Department
University of The Punjab | Hierarchy of HR Department xx
HR Department Of Pearl Continental (PC)
Activities performed by the HR department
Personnel planning
Recruitment
Selection
Interview
Orientation
Training
Performance appraisal
Benefits & Compensations
Health & safety
Firing
HRIS
Payroll
HR’s Role as a Strategic Partner
The PC use competitive strategy. HR department helps
organization to achieve its goals by hiring committed,
competent, and customer-oriented workforce. There for
The recruitment and selection process in an organization
has to be aligned with the corporate mission and
objectives.
University of The Punjab | Activities performed by the HRdepartment
xxi
HR Department Of Pearl Continental (PC)
Practices Followed by HR Department
Job Analysis
At PC job description is prepared for only managerial level
post. The job description is written by the HR department,
the employees who are performing/ has performed the
specific job make their contributions by listing down their
activities in provided diaries/logs & then presenting them to
the HR department which consequently writes down the
specifications for the personnel required.
Job Description
Skills and Efforts
Tasks
Responsibility
Outlines of the Duty
Whom to Report the Task
Job Specification
Qualification of employee
Experience of employee
Personal attributes required for the job
Interpersonal skills and communication skills.
University of The Punjab | Job Analysis xxii
HR Department Of Pearl Continental (PC)
Recruitment and Selection Process
University of The Punjab | Recruitment and Selection Process xxiii
HR Department Of Pearl Continental (PC)
Recruitment Procedure
The organization recruiting procedure is based on the
nature of Job. What kind of the job is it? Is it job for
labor or some managerial level? It depends upon the
kind of work job contains, for permanent employees is
different, contractual is different.
Then according to the requirement, job specification
and job description is prepared by the HR manager.
The immediate supervisor tells about the place to be
full-filled. HR manager then has to consult with GM of
the particular unit. After the proposal has been
discussed the approval is given.
PC does not rehire employees which have gone. They
prefer fresh graduate’s employees.
Job posting is maximum of 9 months and minimum of
3 months. During this period if the hired employee is
found to be unsuitable the next most suitable
candidate is called from the waiting list to replace
him.
They hire permanent, monthly basis, and also daily
basis employees.
For labor work PC uses contractors to provide them
with the specified no. of employees as required. These
employees are hired by contractors on daily wages.
The organization does not go for child labor as it is
unethical and against the policies of major business
firms.
University of The Punjab | Recruitment and Selection Process xxiv
HR Department Of Pearl Continental (PC)
They provide 100 % Diversity (Equal opportunity to
both genders).
Applications from candidates are kept in separate files
according to the job titles and whenever there is a
vacancy available.
University of The Punjab | Recruitment and Selection Process xxv
HR Department Of Pearl Continental (PC)
Recruitment Practices
Pearl continental hotel has standard a list of jobs that are
filled in accordance with international standards. However
these lists are not permanent and new jobs are added to it
keeping in view the changing needs of the workforce.
A new vacancy in pearl continental hotel may arise because
of the need to replace the retiring staff, dismissed staff,
promoted staff or replacing an employee on job rotation. In
case a department needs to fill in a vacancy, head of that
particular department sends a requisite form to the
Personnel Manager.
The form contains specifics, e.g. whether the position is for
a new employee or a replacement, qualifications required
for the job and its respective justifications. This requisition
form is sent to Personnel Manager and General Manager
respectively.
Sources of Recruitment
Inside Candidates
As soon as a position is vacant a memo is issued throughout
the organization. The employees interested in the vacant
position drop their application forms at HR department. The
other source for internal candidates is referrals.
Outside Candidates
University of The Punjab | Recruitment and Selection Process xxvi
HR Department Of Pearl Continental (PC)
There are no means used for attracting the outside
candidates. PC makes no advertisements. The word of the
mouth from the existing candidates does the job of getting
out side candidates. Internees are one of the sources of the
outside candidates.
Internees a Source of Outside Candidates
Basic requirements for internees are the hotel management
degrees and diplomas/certificates in hotel management. The
referred candidates are given priority. Minimum duration of
internship is one month whereby internees are not paid.
Free food and laundry services are however provided.
Selection
At PC for some jobs (i.e. chefs) they use work sample testing
technique, whereas the basic criteria for testing and
selection listed are:
Appearance & Grooming
Professional Qualifications
Experience & Knowledge of Job applied for
Communication Skills in English
Balance Poise & Maturity
Potential for Growth
Reasoning & Judgment
Computer Skills
Selection Procedure
Firstly they trickle downs the CV’s. Then call only
those for the interview which have been selected.
University of The Punjab | Recruitment and Selection Process xxvii
HR Department Of Pearl Continental (PC)
Selection is based on the eligibility of qualification and
experience. If the candidate has the qualification and
experience according to the job specification then he
is called for the interview.
Minimum qualification is matriculation for the lower
level staff. And the minimum Qualification is bachelors
for the upper level staff.
They avoid negligent hiring because they are running
five star hotels.
University of The Punjab | Recruitment and Selection Process xxviii
HR Department Of Pearl Continental (PC)
Interview
Step by step procedure is followed in the interviews.
The candidate is first interviewed by the manager of
PC and the Director HR. This interview is
unstructured, the HR manager asks frequent question
to screen out the eligibility and potential of the
candidate. After conducting interviews from all the
candidates he prepares a list of the capable
candidates.
The second step, in this step the selected candidates
are called again for the structured interview which is
to be conducted by head of the particular department.
In such interviews general knowledge questions which
are related to the job are asked from the candidates.
And also the behavioral based question that what
would be the behavior and how a candidate would be
performing in a given certain situation. This helps
them to judge the personality, temperament, attitude,
and the minimum stress could be handled by the
candidate.
For top level they also have Panel interview.
University of The Punjab | Recruitment and Selection Process xxix
HR Department Of Pearl Continental (PC)
Orientation and Training process and procedures
Orientation
After the selection process the employee is given
A brief introduction of the hotel
Property Round
The employees are also provided with the job
description of their work at the time of orientation,
which guides them for there services they have to
provide, and also introduced to the rules and
regulation of the company which includes.
There is a difference in the dress code of each
employee from top to bottom.
For executives the orientation process is for a month.
The executives move from department to departments
Training & Development
English language course (for guest area employees)
Fire fighting
First Aid
They may send their employees out of country for
training( High level)
Training Appraisal
After training, the trainee performance is appraised by the
immediate supervisor. The immediate supervisor in pearl
University of The Punjab | Orientation and Training process andprocedures
xxx
HR Department Of Pearl Continental (PC)
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.
University of The Punjab | Orientation and Training process andprocedures
xxxi
HR Department Of Pearl Continental (PC)
These appraisal forms are sent to HRD for re evaluation and
they keep these forms as a record of employee’s
performance.
University of The Punjab | Orientation and Training process andprocedures
xxxii
HR Department Of Pearl Continental (PC)
Performance Appraisal Process and Methods
Method for Performance Appraisal
360 degree
Graphic Rating
Factors Considered while Appraising
Conduct
Appearance
Professional Work
Leadership & Teamwork
Planning & Organization
Initiative & Creativity
Communication
Training Skills
Business Attitude & Operational Performance
Achievements of Objectives
Besides this they also consider their customers feedback
regarding employee performance in order to bring quality
improvements.
An immediate supervisor plays an important role in
performance appraisal. The actual appraising is done by the
immediate supervisor of each employee
University of The Punjab | Performance Appraisal Process andMethods
xxxiii
HR Department Of Pearl Continental (PC)
Employee Benefits
Medical facilities
Life insurance
Increments
Honesty award
Provident fund
Discount policy (50 % discount in Restaurants)
Free 7 days stay at any PC hotel for the employees
OTHER BENEFITS
Free uniform is provided to all employees.
Free laundry services for employees’ uniforms.
Free transportation for female workers.
Hajj Lucky Draw Package
University of The Punjab | Employee Benefits xxxiv
HR Department Of Pearl Continental (PC)
Health & Safety Conditions
In PC there is a Safety, Health & Environmental Committee
House doctor
Training manager
HR managers
Security
These all departments have one representative who is the
member of that committee
The following measures is taken by that committee
Health and safety laws
Security Measures
In-house doctor and Dispensary
Contract with Services Hospital
Hygiene of employees
Fire preventions
Energy conservation
University of The Punjab | Health & Safety Conditions xxxv
HR Department Of Pearl Continental (PC)
Career Development
This is in progress. Hr department helps the old employee
and make it ready to the new position.
University of The Punjab | Career Development xxxvi
HR Department Of Pearl Continental (PC)
Flaws
No proper method for compensation
No plan for carrier development
No proper method for job analysis
Less external recruitment
No benefit after retirement
No proper training program
University of The Punjab | Flaws xxxvii
HR Department Of Pearl Continental (PC)
Conclusion
After a thorough study of Human Resource Department at
Pearl Continental, Lahore we can conclude that PC is a huge
name in the hotel industry and its Human Resource
Department is working dynamically to pursue its
organizational goals. Although it’s HR Department have
some flows which can be recovered. This project has given
us the realistic view of how Human Resource practices are
followed in any organization.
University of The Punjab | Conclusion xxxviii
HR Department Of Pearl Continental (PC)
Recommendation
HR department should prepare a proper program for
external recruitment so that fresh blood comes in the
organization.
There should be proper compensation management.
HR department should plan for carrier development.
Should plan for after retirement.
There should be proper training for every department.
Should do job analysis for low & middle level job.
University of The Punjab | Recommendation xxxix
HR Department Of Pearl Continental (PC)
Glossary
F
F & B
Food & brewages
H
HRD
Human Resource Director
P
PSL
Pakistan service limited
University of The Punjab | Glossary xl
HR Department Of Pearl Continental (PC)
Bibliography
Websites:
http://www.google.com.pk/
http://www.en.wikipedia.org/
http://www.sribd.com
Persons:
Asis Manager HR: Aqeel Ahmed
Officior HR: Abdul Rasheed
University of The Punjab | Bibliography xli