Serena
Serena
Serena
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SUBMITED TO:
RESPECTED
MAM.UZMA NAEEM
MANAGEMENT REPORT
ON
SERENA HOTEL
SUBMITED BY:
• ABRAR AHMED
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• SYED ANEES UL HASSAN
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• UMAIR RASHID
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• SADAF PARVEEN
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• NARJIS FATIMA
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DEDECAT
ION
We DEDECATE THIS
ASSIGNMENT TO
FAMILY
MEMBERS
Acknowledgeme
nts
Executive
Summary
We selected SERENA HOTEL as a model for our
assigned project. First step was to develop
understanding of the structure, working
methodology, design and implementation strategies
that are developed and are in practice within hotel,
for the same purpose we met and interviewed
Director of Human Resources, MIS ZAHRA ZAHID
SHAH During interview we gathered information and
our emphasis was to deeply analyze their framework
of planning, organizing, leading and controlling. We
also developed understanding of their hierarchal
structure, chain of command, information flow, Job
responsibilities, appraisal, reward and award
processes, implementation of local applicable laws
and other external as well as internal factors and
their impact on working ; Consequent challenges
faced by management followed by measures taken
by management to effectively and efficiently handle
such situations.
TABLE OF CONTENTS
• Acknolowledgement
• Executive summary
• History
• Management
• Planning
• Leading
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• Organizing
• Controlling
• Organizational structure Chart
• Swot analysis
• Analyzing the environment
• Centralization/decentralization
• Quality
• Conclusion
• Questionnaires
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2.11 Vision/Mission
“Islamabad Serena hotel is positioned as Pakistan’s
leading and most luxurious hotel. We offer the best
value for money by providing the highest quality of
services, products and comforts exceeding
customer’s expectations. It plays an integral part in
destination development and remains active in
conservation and environment while promoting local
culture and heritage.”
SERENA HOTEL
Introduction
The Islamabad Serena Hotel stands at the foot of the
Margalla Hills on fourteen acres of areas with
beautiful gardens and near the Rawal Lake. The
architecture and interiors of this fabulous hotel
building are a mere reflection typical Pakistani
cultural heritage depicting the skills and
craftsmanship of talented artisans. Being state-of-the
art building, the hotel beautifully combines
traditional systems equipped with latest
technologies.
HOTEL FACILITES
• 387 rooms including
suites
• Limousine Airport
Transfer
• Dawat. Fine-dining restaurant serving Pakistani
cuisine with live music
• Zamana Restaurant ( international buffets, theme
nights)
• Al-Maghreb Restaurant with Moroccan and
Lebanese specialty cuisine
• Rakaposhi, Café and Ice Cream Parlour with
indoor & outdoor seating
• Wild Rice, a multi-cuisine restaurant from South
East Asian countries
• Mediterranean Restaurant with classical French
cuisine
• Baradari is a seasonal outdoor
barbeque restaurant
• Lobby Lounge serves tea, coffee and
light snacks
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BACKGROUND
The Aga Khan Development Network (AKDN) is
a group of development agencies with mandates
that include the environment, health, education,
architecture, culture, microfinance, rural
development, disaster reduction, and the promotion
of private-sector enterprise and the revitalization
of historic cities. AKDN agencies conduct their
programs without regard to faith, origin or gender.
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Tourism Development
AKFED’s Tourism Promotion Services (TPS) seeks to
develop tourism potential in selected areas in the
developing world, particularly in under-served
regions. It builds, rehabilitates and manages hotels
and lodges that contribute to economic growth and
the overall investment climate in an
environmentally and culturally sensitive manner.
TPS often seeks to develop properties in less-
traveled areas that require accommodation of an
international standard - accommodation that
supports tourism and business development - but
which often are ignored by commercial hotel chains.
2)
HOUSE KEEPING DEPARTMENT & LAUNDRY
DEPARTMENT:
MAIN FUNCTIONS:
3) HR DEPARTMENT:
• Related to the issues regarding to the
management, training of employees and solving
their problems.
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4) FINANCE DEPATMENT
• Related to the financial and budgeting matters of
the hotel.
Number of Employees
Product Lines
Product Line of SERENA HOTEL is as follow:
1. Rooms
2. Restaurants
3. Swimming Pool
4. Health Club
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5. Banquet Halls
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Innovation:
• Listening and two way interaction
• Participation
• Encouragement
• Motivation
• Enterprise
• Initiative
Trust:
• Cooperation, Support
• Teamwork, Empowerment
• Sense of ownership
• Integrity
• Dignity
• Respect
• Candidness
Recognition Reward:
• Achievement orientation
• Performance based evaluation
• Appreciation
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Organization
Organizations are an important part of our daily lives.
By organization, we mean two or more persons
engaged in a systematic effort to produce goods or
services. Our lives are indirectly affected by
organizations through the products we use. In
SERENA they have divided there hotel in different
departments. Which are controlled by heads of
departments.so it shows the complete hierarchy from
top to bottom.
Management:
Management is the process of achieving
organizational goals by engaging in the four major
functions of planning, organizing, leading, and
controlling. This definition recognizes that
management is an ongoing activity, entails reaching
important goals, and involves knowing how to
perform the major functions of management.
Planning:
Planning is the management function that
involves setting goals and deciding how best to
achieve them.
In SERENA manager make plans at different levels
according to the authority given to them.
These plans are formulized according to the levels
and authority
Organizing:
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Leading:
Leading is the management function
that influencing others to engage in the work
behaviors necessary to reach organizational
goals. Leading includes communicating with
others, helping to outline a vision of what can be
accomplished, providing direction, and motivating
organization members to put forth the substantial
effort required.
Controlling:
Controlling is the management function
aimed at regulating organizational activities so
that actual performance conforms to expected
organizational standards and goals. To do the
necessary regulating, managers need to monitor
ongoing activities.
ORGANITAZATION STRUCTURAL
CHART
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DIRECTORS
ASST.DIRECTORS
MANAGERS
INCAHRGES
COORDINATORS
EMPLOYEES
SWOT ANALYSIS
Strategic goals:
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international Arena.
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Threats
Cultural factors
Culture is the set of basic values, perceptions wants
and behaviors learned by a member of society from
the family and other important institutions.
Technological factors
Technolical factors are the innovations in the
technologies. And In SERENA they have properly
utilized this factor at all levels and in all operations
regarding the hotel.
Political factors
Political factors as now days there is political
instability so the business is in recession and less
chances of profit maximization.
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Economic factors
Economic factors include inflation, due to ecomic-
ression the Hotel is suffering a lot they have to cut
their costs as there in interview told we about they
are cutting there costs in many ways as saving
energy, logging of employees etc.
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Centralization/Decentralization
In SERENA now a days the management is both
Decentralized and centralized as it leads to faster
decision making at the lower levels, because most
decisions do not have to be referred up the hierarchy
Individuals at lower level may be closer to the
problem and, therefore, in a better position to make
good decisions. Finally, decentralization often leads
to the establishment of relatively independent units,
such as divisions, whose output is easier to measure
than that of units in a functional design.
Quality
As SERENA is the member of THE LEADING
HOTELS OF THE WORLD. it has to follow the rules
and of that entity and has to maintain its standard
according to the rules and regulation of THE
LEADING HOTELS OF THE WORLD .In SERENA the
management offers most in quality as all the foods
are approved after quality checking and quality test
and the quality standard is maintained for the
goodwill as both expatriates as well as nationals
choose at most SERENA for there stay.
Competitors
Any person or entity which is a rival against another.
In business, a company in the same industry or a
similar industry which offers a similar product or
service. Geographically looking Rawalpindi and
Islamabad are considered as twin cities and strong
competitors
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Ethics
Ethics are the Principles, values and beliefs that
define what is right and wrong behavior,
In SERENA when any employee is hired they are
given a written document to be signed by the
employee so in case of any unethical activity is being
performed he is punished according to the rules of
organization.
SOCIAL RESPONSIBILITY
SERENA hotel not only by providing the better
quality of food and residence to their customers
in order to maximize the profit but also it is
working for the betterment of society. Following is
the list of some social events:
Conclusion
It has been a great learning experience through
which we analyzed strengths and weaknesses,
internal and external factors effecting hotel’s
working and challenges faced by management and
their approach towards problem solving and
leadership.
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