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HOLIDAY INN HOTELS, AN OVERVIEW: .............................................................................................................. 5 INTRODUCTION TO THE, SALES MARKETING MANAGER .................................................................................... 7 FUNCTIONS OF MANAGEMENT: ........................................................................................................................ 8 Long term plan: .............................................................................................................................................. 8 Short term plan .............................................................................................................................................. 8 Contingency Planning: ................................................................................................................................ 9 ORGANIZATIONAL STRUCTURE: ................................................................................................................... 10 INTERPERSONAL ROLES: .................................................................................................................................. 13 INFORMATIONAL ROLES: ................................................................................................................................. 13 DECISION MAKING: ......................................................................................................................................... 13 MARKET INTELLIGENCE: .................................................................................................................................. 15 COMPETITION ANALYSIS: ................................................................................................................................ 15 PROVIDING SERVICES WITH EMERGING MARKET TRENDS: .............................................................................. 15 STRONG FOLLOWER: ....................................................................................................................................... 16 CUSTOMER RETENTION: .................................................................................................................................. 16

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ACKNOWLEDGMENT:

Our Honored and Respectful, Prof. A. Amjad, who provided us with endless and invaluable guidance.

We thank the management of Holiday Inn for giving us their valuable time and cooperating with us. They treated us with courtesy and provided us with all the information we needed.

We also would like to thank all the individuals who have contributed towards the completion of this project.

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OBJECTIVE:

In this project we have tried to observe an organization and see how it is running. The main objectives were:

To practically observe the managerial functions, skills and roles.

How the managers performs his managerial functions, skills and roles.

Learn how the manager controls his staff using his skills.

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MISSION STATEMENT

THEIR MISSION IS TO CREATE QUALITY FOR THEIR CUSTOMERS

OBJECTIVESAchieve Quality Excellence and Serve Customers with Quality Products

HOLIDAY INN SHARD VALUES

They value & respect their customers. They communicate openly. They have integrity. They are committed to winning.

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HOLIDAY INN HOTELS, AN OVERVIEW:

H S

oliday Inn is an international hotel and resort chain having hotels and resorts in every known big city in the present world. The head office of Asian subcontinent is located in Mumbai (India). There chains includes

Intercontinental Hotel & Resorts Crown Plaza Hotel & Resorts Express by Holiday Inn Stay Bridge Suites Holiday Inn Express Holiday Inn Hotels & Resorts Holiday Inn Lahore started its operation and functioning in July 1995. Holiday Inn Lahore is a perfect place, comfortable and luxurious. Holiday inn is a four star hotel. They offer a variety of services and amenities such as full service restaurants and swimming pools. Credit card guarantee required for all arrivals- Deposit may be required during special events. Holiday Inn Lahore, franchise of the Inter Continental Hotels Groups family is striving to achieve new landmarks on roads to success. They are always in rent less pursuit of excellence ensuring the social privacy of our valuables customers and guests. We know that they are always there to add value to our prestige and enhance our reputation in the world care, comfort and hospitality. IHG is the world s most global hotel company and the largest by number of rooms. They group has more than 3700 owned, leased, managed and franchised hotels and over 600,000 guest rooms across nearly 100 countries and territories. Their strategy is the aim to provide all their guests outstanding quality and comfort with genuine friendliness and professional warmth, surpassed by none.

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Holiday Inn is located on Egerton Road Lahore 25-26. It is a 4 star hotel with all amenities if a 5 star hotels. It is conveniently located in central Lahore and is close to all business centers. At this time it employee s 400 employers, working in three shifts. The owner and Chairman of Holiday Inn Lahore is Khawaja Tariq Latif. MD is Khawaja Khurram.

Holiday Inn LHR has the following features : 120 Guest Rooms 8 Suites 15 non- Smoking Rooms 68 Double bedded Rooms 52 single bedded Rooms 1 Special Rooms for disabled Downtown /City Centre 9 Floors Cocktail Lounge 3 Restaurants (China grills, Lahore gates & roof Barbeques) Airline Desk: World Travel Rental Car Desk: International Tours (PVT)

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INTRODUCTION TO THE, SALES MARKETING MANAGER

Mr. Ahmad Salman is the Deputy Director of Sales & Marketing at Holiday Inn. He graduated from Punjab University in MPA. He started his career in 1988 with an assignment, where he got responsibility of OTC products, like Johr-Joshanda, there he worked for 3 years, then he joined Avari in 1991, till 2005 in sales & marketing department. Then Sir Ahmad joined Serena Hotel, after which he joined Uni-Lever in Islamabad as a Regional Sales Manager of the North Sector for a duration of 2 years. Not fully satisfied, he then joined Teleno r Pakistan as a Manger of Profit & Sales in Faisalabad. Last year in September 2009 he moved to Lahore and joined Holiday Inn and now he is presently working as a Director of Sales & Marketing.7|P ag e

FUNCTIONS OF MANAGEMENT:y y y y Planning Leading Organizing Controlling

PLANNINGLong term plan: y The long term objective of Holiday Inn is to earn revenue. y Becoming the leader in hotel industry in Pakistan.

Short term plan y The short term objectives are to provide courteous, friendly, caring and best services to its customers. y Making guests feel welcomed by providing unquestionable service and care. To achieve short term or long term objectives plans are made. Plans regarding financial matters are made entirely by the exclusive management. To make a plan for achieving any short term objective the executive management takes decisions from middle management and the employees as they play a huge part in achieving the desired goals. As according to DSM Ahmad: I have a team of three sales managers. We plan on weekly bases. We use frequency charts which are filled everyday of daily records. We develop a strategy, then roll out of specific strategy and then wait for the desired outcomes.

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Contingency Planning: The restaurant has contingency plans for every department. For example in HR department the contingency plan is that in case if the chief chef leaves the job for some reason or expires the restaurant will hire a trained chef from somewhere on contract basis until it finds a chef of its own. The advantages of contingency plans are that: y Helps getting into a better position to cope with unexpected developments. y Avoid the shock of complete surprise y Avoid halting of operations during emergencies.

ORGANIZINGWhen we talk about the organizing, Holiday Inn organizes its management in a very authentic way. They organize rooms, banquets, weddings and arrange for trainings, seminars, conferences and any desired functions. They also organize for cultural events, multinational seminars, political lectures or debates or any type of business briefings. For example, during the international cricket season, Holiday Inn prepared itself in a very impressive way to facilitate the foreign cricketers. They provided them the comfort and relaxation, so they could feel at home. Holiday Inn has organized their rooms in three different categories which are Standard Rooms Exclusive Rooms Family suites In a total they have 120 rooms. They do their unsurpassed to provide an outstanding environment to make their customers feel at ease.

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ORGANIZATIONAL STRUCTURE:The organization chat of Holiday Inn hotel reveals that the structure in the hotel is Vertical structure Centralized Power Defined Reporting Relationships Formal Control System These essentially indicate that there is: Routine tasks More formalization Emphasis on rules and regulations

LEADINGHoliday Inn leads, motivates and inspires its workers by providing them different incentives and fulfilling facilities and incentives. When he (Ahmad) joined Holiday Inn his staff was already on their target, he himself also decided to work with his staff to accomplish that target. Mr. Salam said, if udon t want to waste time and just do real business, then I advise you to only meet with the top managers of the organization , like decision makers of the organization.

Mr. Salman s employers say that he has provided them a very friendly environment, in which