Professional Documents
Culture Documents
60
53
Meeka Javed
56
Sonam Shahzadi
57
Table of Contents
1
Maam
Acknowledgement -------------------------------------------------- 03
Foreword -------------------------------------------------------------- 03
Goals/Objectives ---------------------------------------------------04
Vision &Mission ---------------------------------------------------04
Structure -------------------------------------------------------------05
History
-------------------------------------------------------------------06
Nature of the organization ---------------------------------------07
Overview of HR Department --------------------------------------08
HR department -------------------------------------------------------09
Tasks/Responsibilities of HR manager --------------------------10
HRM Practices on HRM functions --------------------------------13
SWOT analysis ---------------------------------------------------------19
Recommendations ----------------------------------------------------21
2
Acknowledgment
FOREWORD
There are several information-related issues at hand for PEARL
CONTINENTALHOTEL Rawalpindi; of primary importance is the
human resource department that has the capability of performing
functions such as: Job analysis, recruitment, training and
development, performance appraisal, setting compensation
policies and providing safety and health to their employees. This
report covers all the aspects of the human resource management
concepts presently applied in PC. On the basis of observation it
has been extracted that Human Resource in PC is highly
motivated due to the perfect conditions provided to them
GOALS/ OBJECTIVES
Customer service
Training
Profitability
Growth profile
Compatibility
Traditional hospitability
Environment of professional
Enhancement
VISION
Well open the doors; youll see whats in store.
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.
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.
STRUCTURE
OF
HUMAN
DEPARTMENT AT PC
RESOURCE
DIRECTOR
HUMAN
RESOURCE
MANAGER
HUMAN
RESOURCE
HUMAN
RESOURCE
EXECUTIVE
ADMINISTRATIO
N OFFICER
ADMINISTRATIO
N SUPER-VISOR
OFFICE
ASSISTANT
HISTORY
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 InterContinental 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. In recognition of its high standard, the Pearl Continental
Hotel, Karachi was conferred the prestigious membership of the
quot; Leading Hotels of the World quot, an exclusive global
organization of deluxe hotels established in 1928.
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.
Business Volume:
Number of Employees:
The total numbers of employees working in PC Hotel Rawalpindi
are more than 600 out of which 427are permanent while
remaining are on daily wages. Major portion of employees are
working in F&B (food and beverage) department and
housekeeping department. Because, as we know that hotel
industry basically deals with restaurants and rooms, so to make
and maintain their standards concerning these areas (rooms and
restaurants) employees are needed. They are also needed to cook
and serve food and to maintain the services in halls, to maintain
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Product Lines
Product Line of PC Hotel RWP is as follow:
o
o
o
o
o
o
Rooms
Restaurants
Swimming Pool
Health Club
Bakers Boutique
Banquet Halls
Organizational Structure:
This department is headed by Human Resource Manager assisted
by Asst Personnel Manager, then Sr. Personnel Officer then Staff
Oriented Officer, Sr. Training Coordinator and Sr. Time Office
Supervisor this is the team, which looks after the HRM
requirements of entire employees (more than 600 employees),
which includes all the function of HR department.
10
Minimum Experience
Manager:
for
Employment
of
HR
Recruitment Media:
14
Selection Procedures
Background Checks:
15
Medical Test:
The last test in the PC Hotel regarding the selection of a
candidate is the medical test batter, which the candidate
qualifies for the position.
Job Evaluation
The higher authorities of the Hotel judge the performance of
newly hired employee. After the employment the new
employee is kept on a probation period where he is given
training specific to his job. The probation period is maximum
of 9 months and minimum of 3 months. During this period if
the hired employee shows expected level of skills and
abilities required by the job his employment is confirmed.
Orientation:
A booklet of rules and regulations is issued to each newly selected
employee to introduce the basic ethics and rules of the Hotel. This
ensures proper grooming and discipline. The new employee is
taken around all the departments and explained about their
working. He also spends some time with each department to have
an overview of the Hotels complete way of working.
Career Planning
Career planning of the employees is one of the important
stages of development and evaluation process at PC Hotel
Rawalpindi, which includes: HR planning is carried out to identify the future needs of the
Hotel and steps are taken to ensure that employees are
placed at the right position where their skills can be further
improved or where their skills, abilities and capabilities can
be fully utilized. Best Person for the best Job.
Employees are also provided the opportunities to attend
various long and short courses to further improve their skills.
HR Dept. ensures arrangement of such activities.
To make the employee familiar to the current trends and
improve their skills, frequent seminars, lectures and
departmental briefings are conducted.
17
Performance Appraisal
Performance appraisal is the systematic description of the job
relevant strengths and weakness of an individual or a group. This
is given due weightage by the HR Dept. keeping in view the
following two major processes: Improving the job performance of employees.
Providing information to the employees and managers for
use in making decisions.
Performance appraisal is being done on monthly basis in PC
Hotel and record is also maintained. The main purpose is to
create competitive environment in the Hotel.
To give feedback to employees, employee of the month is
selected and his credentials along with the photograph are
displayed in various departments.
Purpose of the performance appraisal at PC Hotel Rawalpindi
is briefly described with the help of following diagram.
Diagnosis
of
Organizati
onal
Problems
18
Employm
ent
Feedback
Employm
ent
Decision
s
Purpose
of
Performa
nce
Appraisal
Objectives
Systems
Criteria in
for
Training
Program
Test
Validation
Incentives/Rewards
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.
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.
19
Medical, casual and earned leaves are given as per the Govt
rules.
Recreation allowance. Provident Fund.
Birthday cake for employees.
Gratuity.
Bonus.
SWOT Analysis
Strengths/Scope of HR Department
Following are the strengths of PC Rawalpindi:
The whole HR department is very well and highly qualified.
The higher management tries to increase the personal and
professional qualification of the HR employees by holding
different seminars and workshops on latest HR practices.
The hotel welcomes very much if any inexperienced person
enters in HR department. Because they are of so sure about
their HR department that all of the Existing Employees will
try their best to train him/her for his/her future HR job.
The HR department also arranges the visits of its HR
employees to the HR departments of other hotels like Marriot
International Islamabad and Serena International Islamabad.
Weaknesses
In order to manage people effectively in todays world of work, it
is essential to understand and appreciate the significant
competitive, legal and social issues. The HR Dept. of PC Hotel
Rawalpindi has to cope with following weaknesses to help the
management to achieve their objectives.
20
Internal weaknesses:
Relationship between workforce and organization is the main
challenge. HR Dept. in consultation with union management
has to ensure a continuous flow of good relationship
between the management and employees.
Due to highly changed dynamic environments HR
department has to remain current with regards to duties,
skills, future needs, current trends efficiency and smooth
running of the hotel.
Handling of personality conflicts among Hotel employees
possessing diverse nature and habits is also one of the great
challenges encountered by the HR department of PC Hotel.
To overcome such type of conflicts successfully, the HR dept.
carries out counseling of such individuals at each level. The
immediate supervisors on arising also deal with such
conflicts.
External weaknesses:
Opportunities
As the PC Hotel is an International hotel Chain all over the
world and maintaining its HR department in every set up so
the employees here have chance to work in a broader
prospective and gain greater experience and knowledge
about latest HR practices.
In January 2005, the whole HR department is starting
seminars and workshops on latest HR practices after1 month
duration. So this will provide training and development to
the HR employees.
Threats
21
Conclusion
The importance of Human Resource Management in an
organization cannot be denied. In case of a Hotel industry it
gains more importance where a large number of diverse
workforces have to be handled by the management. At PC Hotel
Rawalpindi the HR dept. is providing the Human Resource
Services to fulfill the management requirements smoothly and
efficiently. We have concluded that in PC Rawalpindi HRM is
running in a very organized and systematic manner. Through
their dedication and commitment to their duties the HR dept.
has made an endeavor to successfully implement the
managements policies and procedures in the Hotel.
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