Pearl Continental Hotel HRM PROJECT
Pearl Continental Hotel HRM PROJECT
Pearl Continental Hotel HRM PROJECT
1. ACKNOWLEDGMENT ……………………………. 2
2. FOREWARD. ……………………………………….. 2
3. HISTORY. …………………………………………… 3
4. INTRODUCTION TO PC LAHORE………………. 3
5. VISION………………………………………………… 5
6. MISSON………………………………………………. 5
7. OBJECTIVES ………………………………………... 5
8. STRUCTURE OF HR DEPARTMENT……………. 6
14. SELECTION………………………………………… 14
15. INTERVIEW………………………………………… 15
16. ORIENTATION…………………………………….. 16
21. WEAKNESSES……………………………………… 22
23. CONCLUSION……………………………………… 24
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PEARL CONTINENTAL HOTEL
1. ACKNOWLEDGEMENTS
“Starting with the name of ALLAH the most beneficent and the most merciful
whose blessings are abundant and favors are unlimited.”
As a mater a fact, people tend to forget those who are behind there achievements and
have stood for them whenever they need assistant.
Our gratitude will be meaningless if we are not grateful to almighty Allah for his
kindness upon us. His benevolence and blessings have made us capable.
2. FOREWORD
This report covers all the aspects of the human resource management concepts presently
applied in PC. On the basis of observation it has been extracted that Human Resource in
PC is highly motivated due to the perfect conditions provided to them.
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3. HISTORY
PEARL CONTINENTAL HOTELs is the first Pakistani chain which has achieved
excellent international standards of services, quality and product.
4. INTRODUCTION
The PEARL CONTINENTAL HOTEL, Lahore is a five star hotel located on Sharah-e-
Quaid-e-Azam, on the same stretch of road as the Alhamra Arts Council, Lahore Zoo,
Avari hotel and the Parliament building.
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PEARL CONTINENTAL HOTEL Lahore being the only five star hotels in town, offering
matchless services and facilities stands tall among the small hotels surrounding its
premises. Most of the surrounding hotels lag far behind PEARL CONTINENTAL
HOTEL Lahore in standards because it has always been the choice for budget meetings
seminars symposium, conventions weddings training courses corporate meetings and
conferences. Over the years PEARL CONTINENTAL HOTEL Lahore has gained the
reputation of providing variety of foods in different restaurants and managing outside
caterings.
The Pearl Continental Lahore is a 5 Star Deluxe hotel centrally located in the heart of
Lahore. The Hotel is 5 minutes drive away from the central city and 25 minutes away
from Allama Iqbal International Airport. Main attraction for visitors to Lahore are Lahore
Fort, Magalia Badshahi Mosque, Magalia Shalimar Gardens, Polo Club, Gymkhana Golf
Course, Alhamra Arts Council, Lahore Museum, Quaid-e-Azam Library and Race Course
Park which are within 10 km radius of the Hotel. The point of interest for the guest also
includes Wahgah Border.
The Hotel has 487 exclusively appointed bedrooms, which includes 193 Standard rooms,
238 Atrium Deluxe rooms and 49 Luxurious Suites providing various levels of guest
comfort. There are only 2 Presidential Suites in the hotel.
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The HR department is headed by Col. Sohail Bashiri in PEARL CONTINENTAL
HOTEL Lahore. Their human resource department is located in the basement near the
employee cafeteria and along with the other HR offices.
5. VISION
We feel pride in making efforts to position Pakistan in the forefront of the International
arena.
6. MISSION
“Our mission is to be the hotel recognized as the leader in the industry in any aspect. We
are committed to train and develop all our staff members allowing them to grow in their
careers and provide services and standards which exceed guest expectations.”
The mission statement clearly shows that it aims at becoming world-class leader in the
service industry. It also shows that the management at PEARL CONTINENTAL HOTEL
believes in an exceptional workforce to provide world-class service to their customers.
They want to ensure that not only they satisfy their customers but also delight them.
• Job analysis
• Selection
• Recruitment
• Orientation
• Training
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• Review benefits
DIRECTOR
HUMAN RESOURCE
MANAGER
HUMAN RESOURCE
HUMAN RESOURCE
EXECUTIVE
ADMINISTRATION
OFFICER
ADMINISTRATION
SUPER-VISOR
OFFICE ASSISTANT
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ROLE OF HR DEPARTMENT AT PC
Since PC Hotels are a part of the service industry, the HR element of the organization is
fundamental and carries a great value. We interviewed Aqeel Ahmed who is the HR
Executive at PC Lahore regarding the role of HR department in PC. He provided us with
his valuable time to brief some important aspects of PC’s HR practices.
Human resource plays a vital role in the smooth running of an organization. The total
numbers of employees working for PEARL CONTINENTAL HOTEL Lahore is more
than 1500. 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.
9. FUNCTIONS OF HR DEPARTMENT AT PC
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Like all other HR Departments PC’s HR Department is responsible for managing all the
activities related to Human resource.
• Personnel planning
• Recruitment
• Selection
• Interview
• Orientation
• Training
• Performance appraisal
PEARL CONTINENTAL HOTEL can also play a vital role in making strategies with
other departments as well. They make their own forecasting plans. Our view is that pear-
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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
managements craft 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.
10. RECRUITMENT
RECRUITMENT AT PC
Candidate
becomes Director or department head interview
employee final candidates to make final choices
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RECRUITMENT PROCEDURE
• The organization recruiting procedure is based on the nature of Job. What kind of
the job is it? Is it job for labor or some managerial level? It depends upon the kind
of work job contains, for permanent employees is different, contractual is
different.
• PC does not rehire employees which have gone. They prefer fresh graduate’s
employees.
• They hire permanent, monthly basis, and also daily basis employees.
• For labor work PC uses contractors to provide them with the specified no. of
employees as required. These employees are hired by contractors on daily wages.
• The organization does not go for child labor as it is unethical and against the
policies of major business firms.
• Applications from candidates are kept in separate files according to the job titles
and whenever there is a vacancy available.
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‘Creating a pool of well qualified and talented candidates and choosing the best
candidate from that pool.’
The recruitment and selection process in an organization has to be aligned with the
corporate mission and objectives.
PEARL CONTINENTAL HOTEL has standard a list of jobs that are filled in accordance
with international standards. However these lists are not permanent and new jobs are
added to it keeping in view the changing needs of the workforce. A new vacancy in
PEARL CONTINENTAL HOTEL may arise because of the need to replace the retiring
staff, dismissed staff, promoted staff or replacing an employee on job rotation. In case a
department needs to fill in a vacancy, head of that particular department sends a requisite
form to the Personnel Manager. The form contains specifics, e.g. whether the position is
for a new employee or a replacement, qualifications required for the job and its respective
justifications. This requisition form is sent to Personnel Manager and General Manager
respectively for their approval.
1) INSIDE CANDIDATES
2) 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.
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INTERNEES a SOURCE OF OUTSIDE CANDIDATES
Basic requirements for internees are the hotel management degrees and
diplomas/certificates in hotel management. The referred candidates are given priority.
Minimum duration of internship is one month whereby internees are not paid. Free food
and laundry services are however provided.
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
a) 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.
• Tasks
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• Responsibility
b) 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.
• Qualification of employee
• Experience of employee
Job Evaluation is the methods and practices of ordering jobs or positions with respect to
their value or worth to the organization.
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• How much Stress one can Bear.
According to PEARL CONTINENTAL HOTEL, the method used for Job Evaluation is
as follows:
• Classification Method
• Ranking Method
• Point Method
On the other hand PEARL CONTINENTAL HOTEL believes that there hierarchy is flat
in nature. Due to which they consider that the pays varies according to the position of the
hierarchy. The top management will get more salary as compared to employees of middle
management. According to this policy PEARL CONTINENTAL HOTEL is also
following ranking method.
14. 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:
• Professional Qualifications
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• Experience & Knowledge of Job applied for
• Computer Skills
SELECTION PROCEDURE AT PC
• Firstly they trickle downs the CV’s. Then call only those for the interview which
have been selected.
• 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.
15. INTERVIEW
• 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.
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• 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.
16. ORIENTATION
• The employees are also provided with the job description of their work at the time
of orientation, which guides them for there services they have to provide, and also
introduced to the rules and regulation of the company which includes.
• There is a difference in the dress code of each employee from top to bottom.
Steps used for the training and development of employees at PEARL CONTINENTAL
HOTEL are as follows;
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• They provide training their employees on the job and also off 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.
• PC hotel also use different Training centers at locations like they send their
employees out of country for training.
TRAINING APPRAISAL
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.
• Knowledge.
• Leadership qualities.
• Quality Consciousness.
• Discipline.
• Attitude.
• Flexibility.
• Personality.
• Strengths.
• Weakness.
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The immediate supervisor gives his remarks (assessment) according to trainees work and
also attaches his tests and assignments during training with that form.
These appraisal forms are sent to HRD for re evaluation and they keep these forms as a
record of employee’s performance.
• The most important factors that are considered while appraising an employee are:
o Appearance
o Conduct
o Professional Work
o Communication
o Training Skills
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o Achievements of Objectives
Besides this they also consider their customers feedback regarding employee
performance in order to bring quality improvements.
PC provides some kind of benefits and services to its employees in order to facilitate
them.
BENEFITS
WORK SCHEDULE
Work schedule differs for different posts as managers are required to be present at office
timings. For operations employees the facility of flexible work schedule is available that
is in three shifts. One day is off during the week.
Occasional need of putting in some extra work hours is informed and employees are paid
accordingly.
If an employee works all 7 days a week the department head is supposed to give him 2
days off in the next work week in order to compensate.
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BREAKS AND MEAL PERIODS
LEAVES
• Casual (Maximum 3)
• Earned (Minimum 7)
All above mentioned leaves are paid. In case an employee doesn’t avail any leave for a
year, he/she is awarded a cash amount.
MEDICAL FACILITIES
PC provides free medical facility to all its employees and their children.
LIFE INSURANCE
PC provides life insurance facility to its employees. Minor charges are deducted from
employee’s pay.
INCREMENTS
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PC offers yearly pay rise to its employees regardless of their performance. The rate of
increments is same for all employees.
OTHER BENEFITS
PROVIDENT FUND
MEDICAL ALLOWANCE
Employees not utilizing their medical facilities are awarded Rs.100/month. This amount
keeps on accumulating in the employees’ medical allowance which is handed over to
him/her at the time of retirement/resignation. Similarly this allowance is also conditional
for the termination cases.
Others are medical facility, hospitalization insurance, life insurance, laundry facility,
discount on rooms and restaurants etc.
COMPENSATIONS
Employees are provided with the counseling services during their training at the time of
retirement by the HR manger. These services include:
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FAMILY COUNSELING
Family Counseling is a counseling program for employees wherein they are suggested
how to 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 to
perform their jobs effectively and efficiently.
PRE-RETIREMENT COUNSELING
In pre-retirement counseling program employees who are willing to work after retirement
are given constructive guidance concerning their second careers.
21. WEAKNESSES:
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nevertheless needs some improvements which will aid it in availing the opportunities and
be more competitive.
• PC’s HR department not has their specified questions while conducting the
interview. The main top managers of the HR and the concerning department take
the unstructured interview in which no question is asked on a specific pre-
determined questionnaire format. They ask on-time questions from the
interviewer.
In order to manage people effectively in today’s world of cut throat competition, it is vital
to understand and appreciate the significant competitive, legal and social issues. The
human resource department of PEARL CONTINENTAL HOTEL has to cope with
internal as well as external challenges to ensure the achievement of its mission. Some of
the internal and external challenges faced by the human resource department are
presented below:
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• Lack of Trained Workforce
• Global Competitive Environment
• Economic Challenge
• Loyalty of Employees
• Smoke, eat, drink, chew gum, whistle, hum or sing in the lobby or any public
areas.
OTHER RECOMMENDATIONS:
• PC should send its managers/employees to abroad for training purpose for it will
ultimately improve the organization’s overall performance.
• More flexible benefits plans should be introduced for employee so they can
choose which suit them the best.
• As PC doesn’t have any special program to bring the outside talent in, so they
need to take this area under consideration.
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23. CONCLUSION
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Q No. 3 Which methods PC use to analyze and evaluate the job?
Ans: We have a revised JDs and Job Specification System to evaluate
the job.
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Q No. 12 Have you any health and safety plan for employees at
workplace?
Ans: We have Proper Health and Safety Committee, Proper Training
Session Regarding Health and Safety.
Q No. 13 Have you any compensational plans for new and current
employees you offer?
Ans: We have Bonuses, Hajj Lucky Draw etc.
Q No. 15 Through which techniques you handle the stress among employees?
Ans: We have a counseling system and have proper training session
regarding stress management.
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Q No. 18 what type of decisions you usually take, under the condition of
uncertainty or risk?
Ans: It depends upon the type of Risk
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Q No. 25 How you motivate your employees for good performance?
Ans: We have Employee, Supervisor of the month, Departmental
Champion, Honesty Awards etc.
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