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.
PEARL CONTINENTAL HOTEL LAHORE
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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
PEARL CONTINENTAL HOTEL LAHORE
Institute of Business Administration 3
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.
PEARL CONTINENTAL HOTEL LAHORE
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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
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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
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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
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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
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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
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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
PEARL CONTINENTAL HOTEL LAHORE
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PART 1
INTRODUCTION OF PEARL
CONTINENTAL HOTEL LAHORE
PEARL CONTINENTAL HOTEL LAHORE
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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
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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”
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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. Sadruddin Hashwani
Mr. Murtaza Hashwani
Mr. M. A. Bawany
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HUMAN RESOURCE & RECRUITMENT COMMITTEE
Mr. Sadruddin Hashwani
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
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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
PEARL CONTINENTAL HOTEL LAHORE
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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
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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.
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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
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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.
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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
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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
Continental Hotel, Lahore is located at the most prestigious financial, business and
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.
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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.
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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
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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
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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.
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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
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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
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PART 2
MANAGEMENT SYSTEM OF
PEARL CONTINENTAL HOTEL
LAHORE
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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
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ORGANIZATIONAL CHART OF THE GOVERNING BODY
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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.
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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.
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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.
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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
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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
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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.
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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.
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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
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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
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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
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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
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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
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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.
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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.
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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
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CAREER LADDER
HUMAN RESOURCE:
HUMAN RESOURCE OFFICER
HUMAN RESOURCE ASSISTANT
TRAINING MANAGER
TRAINING COORDINATOR
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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.
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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.
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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
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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.
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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.
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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.
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PART 3
ADMINISTRATIVE
/MANAGEMENT STYLES OF PEARL
CONTINENTAL HOTEL LAHORE
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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.
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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.
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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.
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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.
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ROLE OF HR
DEPARTMENT IN
PEARL CONTINENTAL
HOTEL LAHORE
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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.”
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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
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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
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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.
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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
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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.
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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.
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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
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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.
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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.
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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.
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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.
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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.
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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
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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
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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.
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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
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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.
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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
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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
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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.
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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
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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
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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:
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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
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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.
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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.
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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.
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• 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.
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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.
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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
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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
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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
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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
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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
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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.
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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.
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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.
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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.
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PART 6
FINANCIAL ANALYSIS OF PC
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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.
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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
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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.
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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.
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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
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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
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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.
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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
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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.
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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
Stores, spare parts and loose
tools
0.328
0.397
Stock in trade - food and
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
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Liabilities
Non-Current 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
Current portion of long term
financing
0.13
0.58
Provision for taxation 0.18
0.26
Equity
Share capital and
Reserves
Authorized share capital
50,000,000 (30 June 2011:
50,000,000) ordinary shares of
Rs. 10 each.
1.90
1.85
Issued, subscribed and paid up
share capital
1.24
1.20
Reserves 7.13
6.93
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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.
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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
Administrative expenses
21.10
22.61
Finance cost
3.54
3.48
Other operating income 4.71
4.81
Profit before taxation
20.25
20.87
Taxation
5.92
6.17
Profit for the period
14.33
14.69
Earnings per Share 16.47 18.45
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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.
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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.
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
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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.
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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.
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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
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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.
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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.
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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.
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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,
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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
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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.
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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
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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.
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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.
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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…
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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
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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.
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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.
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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.
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ANALYSIS OF
PEARL CONTINENTAL HOTEL
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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.
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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.
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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.
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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.
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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.
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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.
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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
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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.
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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.
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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
Continental Hotel, Lahore is located at the most prestigious financial, business and
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.
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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.
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PART 8
CONCLUSION AND
RECCOMENDATION
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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.
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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.
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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.
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Pearl Continental Hotel
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
Stores, spare parts and loose
tools
86,121
107,149
Stock in trade - food and
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
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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
Non-Current 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
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Current portion of long term
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
Authorized share capital
50,000,000 (30 June 2011:
50,000,000) ordinary shares of
Rs. 10 each.
500,000
500,000
Issued, subscribed and paid up
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
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Pearl Continental Hotel
Profit and Loss Account
As at March 31, 2012
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
Administrative expenses
(788,713)
(923,497)
Other operating expenses
(15,265)
-
Finance cost
(132,395)
(142,281)
Other operating income 176,341
196,568
Profit before taxation
756,982
852,465
Taxation
(221,347)
(252,232)
Profit for the period
535,635
600,233
Earnings per Share 16.47 18.45
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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
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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
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Last Name
Middle Name
First Name
Company Name
Company Address
Phone
Fax
Mail my card At Office
Mode of payment Cash
Home Address
Submit Clear Form
Membership Card
Membership Form
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BIBLIOGRAPHY
www.hashoogroup.com.pk
www.pchotels.com.pk
www.corporateinformation.com
www.google.com
www.wikepedia.com
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