Hotel Pak continental, Islamabad

CEO GM SALES & MARKETING MANAGER FINANACE MANAGER LOGISTICS HRM

HAJI GUL AFRIDI SUFIAN ABBASI AIAZ AHMED NAEEM ASHRAF M.INAIAT SHAN-e-OMER

Table of content
Introduction_____________________________________________2 The Concept_____________________________________________3 History ___________________________________________________3 Classification & types of hotel_______________________________4 Size____________________________________________________4 Star category of hotel _____________________________________5 Pak continental hotel ___________________________________5

Efficiancy ____________________________________________5

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INTRODUCTION :
1.1. The Concept:
Hotel is a place which provides its customers facilities of food and accommodation on payment. It is home away from home where all the modern amenities and facilities are available on a payment basis. The definition presented by hotel operators to authorities of the National Recovery Administration in Washington is found to be a more comprehensive definition, presented by Stuart Mc Namara. The definition states that, According to the international laws a hotel is a place where a
traveler can receive food and shelter provided he is in a position to pay for it and is in a fit condition to receive.

HISTORY:
One of the fastest growing sectors of the economy of our time is the hotel industry. The hotel industry alone is a multi-billion dollar and growing enterprise. It is exciting, never boring and offer unlimited opportunities. The hotel industry is diverse enough for people to work in different areas of interest and still be employed within the hotel industry. This trend is not just in a single country, but globally.The hotel industry is a mature industry marked by intense competition. According to a survey today around 15% of working population of the world is engaged in the hospitality industry. Hotel today not only caters to the basic needs of the guest like food and shelter but in addition to that they also provide much more than that, like personalized services.

1.2. Classification & types of hotel:

Hotel can be classified into different categories or classes, based on their operational criteria. For example the type of accommodation they provide, location of the property, type of services provided, facilities given and the client they cater to, can help to categorize hotels today.

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Economy hotel: It provides efficient sanitary private rooms with bath. The furnishing and decor are acceptable to majority of travelers. Food and beverage service may or may not be available.

First class hotels: They are luxury hotels with exceptional decor better than average food and beverage service, uniformed bell services. They often have 2 or 3 dining rooms, swimming pool, spas etc.

Traditional hotels: They have the basic concept of rooms with break fast, bell desk services and the other usual services. Resident hotels: Where guest stay for longer duration, stay like weeks, months even years.
Government Approved Hotels: These are the hotels, which might not have applied for star categorization or small enough to find them in the list. Many of the wildlife resorts, lodges and hostels are government approved providing a minimum level of accommodation facilities at far off places.

Commercial Hotels: These hotels cater mainly to business clients and usually offer room service, coffee-shop, dining room, cocktail lounge, laundry and valet service as well as access to computers and fax services.

Airport Hotels: They are located near airports and are conveniently located to provide any level of service from just a clean room to room service and they may provide bus or limousine service to the air lines.

Conference Centers: are designed to specifically provide meeting space for groups; they provide all services and equipment necessary to handle conventions.

1.3. Size:

Hotels can be identified according to their size and the accommodation level they are offering to their customers. According to Size HPC lies in the following category,
Small hotel: Upto 100 rooms.

1.5. Star category of hotel

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The HPC hotel falls in 3 star category.

PAK CONTINENTAL HOTEL

EFFICIENCY OF HOTEL PAK CONTINENTALS MANAGERIAL SYSTEM:
The Hotel Pak Continentals managerial team comprises rich and trained human resource (HR) which recently has upgraded its skills in terms of the following: a. People management b. Asset management c. Efficient handling of equipment d. Guest Relationing The fore going constitute efficiency- specific improvement components of Hotel Pak Continental (HPC). What the managerial team has put in place is effective and target oriented usage of its input listed at a-d above. By employing all human, material and financial resources HPCs managerial team has attained optimum output which mathematically comes to the following ratio, a. Input : 47% in terms of financial investment b. Output : 53% of financial profit

EFFECTIVENESS OF MANAGERIAL SYSTEM:

HOTEL

PAK

CONTINENTALS

An effective managerial system hinges on multiple factors like trained human resources, efficient use of investment portfolio and technically rewarding use of machine, equipment and fixed assets. HPCs management has demonstrated economy while using its investment portfolio and best possible motivated man management of its available HR. While using minimum hotel space for maximum accommodation of guests and clients, HPCs team has effectively delivered. The financial owners of HPCs have admitted effective managerial system of the hotel in running day to day affairs which reflects appreciable hospitality management in the comparable market environment of hotel industry.

IMPORTANT MANAGEMENT FUNCTION:

Going by the principle of result oriented management in the discipline of hospitality practices in the hotel industry, it is the organizational skill i.e, ability to organize all the core elements of input which result in the following: a. Best planning b. Best leadership

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c. Best control It obviously means that HPCs financial owners have selected an HR expertise through selection of best managers who focus on service delivery as well as maximum revenue intake. The managers have effectively organized the hotel operations in a manner that they have achieved the preset goals of the financial owners. When compared with the chain of other hotels in the market, HPCs performance has been appreciated by independent assessors. This proves that the most important management function of HPCs managers has been ORGANIZING.

TECHNICAL SKILLS OF MANAGERS:

The primary technical skills of the HPCs core managers relates to their pre-entry training into the discipline of hospitality management and the style of running hotel industry in a competitive market in urban centers. What we can safely conclude is a package of technical skills of HPCs managerial team resulting from their extensive training in hospitality management, guest relationing and tourism industry.

MANAGERIAL HIERARCHY IN HOTEL PAK CONTINENTAL:

We have classified managers in our organization in the following hierarchy:

G.M & Administrator

Sales & Marketing Manager

Finance Controller

House keeping Manager

Food & Beverage Manager

Room service Manager

Front desk

Assistant sales manager

Assistant marketing manager

Assistant Finance manager Supervisor Manager Assistant Manager Day manager Night manager

Assist. Finance manager

House keeping boys

Captain

Order Taker

Receptionist

Receptionist

Accountant

Waiters

Telephone operator

Bell boy

Telephone operator

Bell boy

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CHAPTER 2

THE EVELUATION OF MANAGEMENT BUREAUCRACY

Bureaucracy also exists in HPC hotel. This is also division in labors hierarchy and relationship among workers.

HUMAN RESOURCE MANAGEMENTManagers of this hotel advised the

workers to deal with good behavior with customers.

HUMAN RELATION MANAGEMENT

The worker whose have maintain good relations with customer is more productive for business

QUANTITATIVE APPROACH
In 2002 when its owner is changed after that the new owner can use quantitative approach in HPC. Because of which in very short period this hotel can make a name in Islamabad city. This approach has contribute moat directly to management decision making in plannings and control.

PROCESS APPROACH
The management of this hotel performs four functions. Planning , organizing, leading. Controlling.

SYSTEM APPROACH
In this hotel there is a system of sharing information between different departments

CLOSE SYSTEM.
Those factors which cannot affect on the performance of hotel.

OPEN SYSTEM.
The external factors which affect on the performance.

CONTINGENCY APPROACH
The profit and expansion of the hotel is on probability that customers comes or not or what is political condition .management should recognizing and responding to situational tasks as they arise.

WORKFORCE DIVERISITY
Managers in this hotel can treat all workers equally

TOTAL QUANTITY MANAGEMENT

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The system of management works on responding customer needs. Managers thought that low costs is only way to increase business

EMPOWERMENT
Managers of this hotel can improve their standards by assigning work individually

DOWNSIZING
Never done in the history of hotel.

CONTINGENT WORKERS
Many workers can work in the hotel as contingent worker.

Chapter 3
In hotel Pak Continental The role of manager is very vital in success of the business .the success of hotel depends on quality of services ,staff, cleanliness, & comfortable stay in hotel provision of excellent services greatly depend on leader ship quality of manager who has to keep close eyes over the affairs of hotel management .He has to make agreement for provision of excellent services to customers and ensure the comfortable stay of customer

CULTURE OF HOTEL:
Culture which exist in the hotel is strong values are widely share among workers. There is strictness on workers to wear proper uniform .The manager keep close eyes on employees behavior & advise them to give special attention on cleanness.

HOW MANAGERS PLAN:

Manager of hpc make long term planning by seeing the position of business, compitators etc Managers identify their weakness and try to improve their organization .They remove all those products which becomes barrier in their fast progress.

HOW MANAGERS ORGANIZE:

They organize their work by dividing the workers in groups.Managers interact with each other in taking decision .Managers solve the problem of their employees during work.

LEADING:

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Manager of HPC lead in the way that every worker is satisfied with their work .Manager should divide work equally among workers.

CONTROLLING:
The manager of this hotel control the activities of their workers by keeping close eyes on their work & advice the waiter to maintain good relations with customers. The manager also control the workers by making their close relations (unions).

ETHICAL CULTURE :
Manager of hpc in a culture is supported for taking risk and innovations & discourage from engaging in uncontrolled competition and pay attention how goals are achieved.

INNOVATION CULTURE:
The following are the innovation culture that are followed in HPC.

CHALLENGE AND INVOLVEMENT:

Employs of the hotel are motivated and committed for success of hotel.

FREEDOM:
Waiters independently define their work exercise etc.

TRUST:
Managers & workers are supportive and respectful to each other.

DEBATES:
All workers are allowed to express their opinion and put ideas for consideration.

THE ENVIRONMENT External environment:

The term external environment refuses to factors and forces outside the organization thats affect the organization performance.

SPECIFIC ENVIRONMENT:

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In this hotel mainly competitors can affect the work of managers.

MAIN FORCES OF SPECIFIC ENVIRONMENT: CUSTOMERS:

Customers are very important for business organization and managers of HPC give special attention to meet customers requirement.

SUPPLIERS:
Managers of HPC make good relation with suppliers .They pay to suppliers on time.

COMPETITORS:
Managers should not ignore competitors .They give special attention on working of competitors.

ECONOMIC CONDITION:
The manager fixes rates for room and provide discount by which we attract customers and earn profit.

TECHNOLOGICAL CONDITIONS:
Energy crises during this era is big problem. Manager arranged alternate energy system like generators.

CHAPTER 5 Social Responsibility and managerial ethics ORGANIZATIONAL VIEW:

At Hotel pak continental they have classic view. Their main priority is profit earning.

GREEN MANAGEMENT:
At hotel Pak Continental they try there best to make a clean environment in our Hotel. Garbage and other remains of the hotel is picked up by CDA,they just put it the dust bin. There hotel has leagal approch (LIGHT GREEN).

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MAIN MOTIVE:
Profit is their main motive because without any profit organization is a failure. Here there is touch with socioeconomic view but There consern with good behaviour with customers is for making goodwill and increasing profit.

VALUE BASED MANAGEMENT:

They have value based management at some extent. The main motive of the hotel is to earn profit, So they have told their employes to give the great value to customer because they are the main source of profit.

STAGES OF MORAL DEVELOPMENT:

They just stick to rules and do what is needed at the situation. The hotel is at first level of moral development Preconventional.

EMPLOYEE EMPOWERMENT:
At Hotel Pak Continental they here out the employees if there suggestion is good they take action on it like changes tables and chairs etc.

HIRING EPLOYESS:
1) Waiter : Matric plus experience 2) Receptionist: Graduate plus experience 3) Master in Bussines administration plus experience.

PERFORMANCE AWARDS:
Awards like agreement of salary increase at end of the year.

TRAINING PROGRAMES:
The employees of each dept are trained by their departmental manager.

CHAPTER 6

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DECISION MAKING PROCCESS

In HPC decisions are takes by managers by seeing the situation

IDENTIFYING A PROBLEM
In HPC problems are identified by managers , supervisors etc

IDENTIFYING DECISION CRITERIA

Managers can take decisions by seeing cost, risk & desired results.

DEVELOPING ALTERNATIVES
The managers of HPC can list out the alternatives

ANALYZING ALTERNATIVE
Managers of HPC can take information about other alternatives

SELECTING ALTERNATIVES
Manager can choose that alternative that is best for them

IMPLEMENTING ALTERNATIVES
Managers of HPC can order workers for implementations of their decision

EVALUATING DECISIONS EFFECTIVENESS

The most important and last step in decision making process by which managers see that for how percentage their problem has solved

DECISION IN MANAGEMENT FUNCTIONS

Four steps in management functions

PLANNING
In HPC the owner with the help of managers can make the long term plannings for making their organization more profitable

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ORGANIZING
The managers in this hotel can organize their workers for good results and make supervisors

LEADING
Managers of this hotel can see the work productivity of supervisors with close eyes

CONTROLLING
Managers can control the communication system for effectiveness

PERVASIVENESS OF DECISION MAKING

In HPC managers & GM of the hotel can make decisions on regular basis without any big hurdles

RATIONALITY
Managers in HPC will together make value maximizing choices with specified constraints

BOUNDED RATIONALITY
Managers in this hotel can make decisions according to their status in hotel

INTUITIVE DECISIONS
In HPC managers can make decisions in the basis of their skills and experience

TYPES OF PROBLEMS AND DECISIONS IN HPC

STRUCTURED PROBLEMS
The problems which occurred in past life of this hotel and managers are able to handle them very easily

PROGRAMMED DECISIONS
The decisions make by the managers of HPC in routine activities

UNSTRUCTURED DECISIONS
The problems which the managers can never be seen in life of hotel e.g. shortage of electricity

NON PROGRAMED
That problems of hotel which are unique.

DECISIONS MAKING CONDITIONS IN HPC

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CERTAINITY
The managers of this hotel can make the accurate decisions because they have knowledge about future position.

RISK
Sometimes managers can not able to see future situation and there is a risk of loss.

UNCERTAINITY
In this hotel there also exists a situation on which it is very difficult for manager s to take any decisions.

TYPES OF DECISION MAKER IN HPC

DIRECTIVE
Managers of HPC can make decisions by little information.

ANALYTIC
Managers of HPC can make decisions very carefully by taking a lot of information.

CONCEPTUAL
Managers can make decisions on conceptual basis by seeing other alternatives

BEHAVIORAL
Managers can give suggestions

FONDATION OF PLANNING Organizational goal:

Our organizational goal is to maximize profit, customer satisfaction &maintaining goodwill.

Corporate goal:
They have a corporate goal like finance department has his goal to increase profit, food & beverage department is to give best quality& vice versa.

Formal planning:

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They formed formal planning covering a period of time & shared with organization members as how the goal will be achieved.

Specific plan:
Because of strict rules& regulations, they give directions to employees and leave no room for interruption.

Time frame:
Planning they are formed use only single time because of the situation prevail in Pakistan.

Operational plan:
They made different plans for different departments. That each department has his own plan.

Tradional goal:
Top management set the organizational goal & than broken into sub goals for each level of organization.

CHAPTER 8 ORGANIZATIONAL STRATIGIES

Their Organizational strategy is to make position in the market, pleasing their customers ,achieving performance targets, increasing their market ranking, improving quality and customer satisfaction.

SWOT ANALYSIS OF PAK CONTINENTAL HOTEL

SWOT MATRIX

Strengths

Weaknesses

Opportunities

Threats

Strengths
1. Became a strong and established brand name in a limited tenure of 7 years

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2. It is near to Islamabad airport about 15 minutes drive. 3. Have a bright name in the category of 3 star hotels in Islamabad 4. Using banquet facilities with complete range of audio- visual equipments. 5. Giving catering services at your door step. 6. 24/7 doctor available on a single call. 7. Standby generator for facing the power shortage in the country. 8. Spacious car parking, rent a car service and tour information services.

Weaknesses
1. Another weakness can be its short time period of existence in the sector of hospitality where there are people sitting for more than 40 years. 2. Limited room space can be said another weakness for the hotel. With the occurrence of other hotels of same category like Envoy Continental Hotel, Pak Continental needs to look upon in increase their residence facilities but they are bound not to do it because of cost and space constraints. 3.

Opportunities
increase its customer ship.

1. By introducing more packages like wedding and for Ramadan Pak continental can

2. By introducing memberships for the business as well as for general public the hotel can increase its business. 3. By making affiliations and doing contracts with renowned boutiques and dress designers it can arrange events which will attract the customers and will help in increase in the market share of the hotel. 4. With sponsoring different local events like Basant and musical nights the hotel worth will increase in the eye of public which will help it to increase in the profits. 5. Some special packages introduction in the hotel products like giving discounts to the newly wed couple and on birthday parties will increase the customer ship of the hotel.

Threats
1. Increasing competition can be said a vital threat for the hotel as new hotel like opening of Hotel De Pape, Rose Garden and Envoy Continental which are situated in the same region are a threat for Pak Continental. 2. Disorders due to the suicide bombing in the recent years have adversely affected the tourism sector causing decrease in the business of hotels. As Pak Continental is a three

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star hotel and have a limited market, due to the global economic recession the buying power of the customer has decreased affecting the hotel industry adversely.

COMPETITORS
The competitors of Hotel Pak Continental are Hotel De Pape, Envoy Continental, Rose Garden.

RESOURCES
Making a profit in the restaurant business is a challenge. Adequate sales, experience, and capital can help in creating good business progress, but without solid financial and operational controls in place, long-term success is not assured. That's why the Restaurant Resource Group was created to empower restaurant operators in the form of simple, yet powerful, financial and management products and services.

COMPETITIVE ADVANTAGE
Strategies are being used to develop and sustain current and competitive advantages for a business and to build competitive for the future. Competitive advantage depends on the command of and access to effective utilization of its resources and knowledge. This provides organizations the capability of implementing cost and differentiation strategies. An organizations strategy also reflects its managements perception and decision on how to respond external reality. Managerial perception shapes an organizations knowledge resources and value of intellectual capital to organizations. Hence, the choice of intellectual capital to be developed by an organization has to take into consideration the question of whether it will be able to support the organizations strategy.

STRATEGY IN HOTEL PAK CONTINENTAL

They are having a flexible strategy because they have the ability to recognize major external changes, to quickly commit resources and to recognize when strategic decision isnt working.

INNOVATION
Keeping in view the customer satisfaction and comfort level, they provide a friendly environment to their customers. They also give customer service training to their employees so that they can deal well with the customers. They design their innovation strategy according to two strategic decisions that is innovation emphasis and innovation timing.

CHAPTER 9 ORGANIZATIONAL STRUCTURE AND DESIGN FOMALIZATION:

IT PERTAINS TO THE AMOUNT OF WRITTEN DOCUMENTATION IN THE ORGANIZAION. HPC HAVE DEFINED RULES AND REGULATIONS BUT OVER ALL WHEN WE TALK ABOUT ORGANIZATIONAL LEVEL WE ARE NOT FORMALIZED AND WE FOCUS ON PROVIDING BEST CUSTOMER SERVICES AND CUSTOMER SATISFACTION.

WORK SPECIALIZATION:
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HPC BELIVE IN WORK SPECILAIZATION AND ASSIGNED TO WORK THE RESPECTIVE DEPARTMENT IN ORDER TO ACHIVE EFFECTIVE AND EFFICIENT PERFORMANCE.

DEPARTMENATALIZATION:
HPC HAS FUNCTIONAL DEPARTMENTALIZATION AND JOBS ARE GROUPED TOGETHER ON THE BASIS OF FUNCTION PERFORMED.

CHAIN OF COMMAND:
IN HPC THE MANAGERS HAVE AUTHORITY TO DIRECT THE ORDER TO THEIR DEPARTMENTs EMPLOYEE AND TAKE THE EXPECTED THE RESULTS. EACH EMPLOYEE IN HPC IS RESPONSIBLE TO PERFORM THE JOB ASSIGNED BY THE SUB ORDINATE .THERE IS A UNITY OF COMMAND AND EACH EMPLOYEE REPORT TO ITS SUBORDINATE.

CENTRALIZATION AND DECENTRALIZATION

THERE IS CENTRALIZATION IN HPC BUT SOME TIME THE HPC ADOPT DECENTRALIZATION SPECIALLY WHEN CONDUCTING MARRIAGE CERMONIES, PARTIES, LAUNCHING NEW VARIETY OF FOOD etc. THE HPC ALSO USE EMPLOYEE EMPOWERMENT IN KEEPING VIEW THAT EMPLOYEES MUST PROVIDE BEST CUSTOMER VALUES, SERVICES AND SATISFACTION.

ORGANIZATIONAL DESIGN DECISIONS

THE HPC HAVE MECHANISTIC DESIGN DECISIONS ON MATTERS THAT ARE OFTENLY FACED TO THE ORGANIZATION.THE HPC USE HIGH SPECIALIZATION,FUNCTIONAL DEPARTMENTALIZATION,CLEAR CHAIN OF COMMAND,CENTRALIZATION AND HIGH FORMALIZATION.BUT SOME TIME THE HPC USE ORGANIC DESIGN DECISIONS AND USE DECENTRALIZATION AND FORMALIZATION WHILE ORGANIZING FUNCTION SUCH AS WEDDING FUNCTIONS PARTIES AND ON SEMINARS.

COMMON ORGANIZATIONAL DESIGN

THE HPC USE FUNCTIONAL STRUCTURE IN AN ORGNIZATIONAL DESIGN THAT GROUPS SIMILAR OR RELATED OCCUPATIONAL SPECIALITIES TOGETHER.

Human Ressource Management Process

In HPC hotel the department of human resource is not available & the human resource management is done by General manager of this hotel.In HPC hotel,mainly two steps of (H.R) planning are used 1. Planning(if labour are managers required for job) 2. Selection of competent and skilled employees

Important Environment Considerations Labour Unions

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Managers kept very close eyes on the friendship of waiters and employees so that he became a barrier in the way of making unions.

Labour management relations

In HPC hotel, there,s no exist any labour union.And if any employees have any problem he can discussed it with its supervisors.

Human Resource Planning

HRP is the process by which management ensures that it has the right no. and kind of people in right places at right time.Who can do work efficiently.In case of HPC this task was done by general manager and owner of this hotel.

Recruitment And Derecruitment

The process of locating and attracting capable applicants is very easy in the advance technology.When the administration requires more managers expert in different fields it can be easily done by advertising jobs in newspapers,Internet etc.

Selection
In HPC the process of selection of applicants is not a complex task,the applicant can be selected by GM or owner.

To create brand value with defined, consistent product standards and through exceptional and personalized service, exceeding expectations, and inspiring a connection to our brand in the experiences we provide. 2.2. Mission: To fulfill our commercial objectives while ensuring maximum quality and service to the customers. 2.3. Core values: The following are the core values of Hotel Pak Continental. Exceptional Service Integrity Respect Continuous Improvement

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Hotel Pak Continental the company's smaller, luxury hotel designed to cater to the discriminating individual traveler seeking the privacy, personalized service and elegance of a small Pakistani hotel. The owner of the hotel is Mr. HAJI GUL AFRIDI who is the Ex-senator. They offer a sense of sanctuary and luxury. In addition to state-of-the-art technology, Hotel Pak Continental offer exceptional food and beverage facilities, intimate, understated surroundings, and 24-hour personalized service. Since the opening of Hotel Pak Continental in 2003, Hotel Pak Continental has become known as a leader in the creation and operation of dramatic luxury hotels. Hotel Pak Continental is a 3 star hotel. Today, in the range of three star hotels, Hotel Pak Continental specializes in deluxe hotel with meeting facilities and special services for the business traveler, operates hotel in capital city of Pakistan, airport location, and leading resort area in Islamabad. Hotel Pak Continental has made a significant contribution to revitalizing the area and spurring business.

2.4. Objectives:
The objectives of the Hotel Pak Continental are:

1. Establish and maintain high standards of leisure and comfort. 2. To satisfy customers by delivering quality service and through customization of
quality products.

2.5. Organizational structure: Hotel Pak continentals organizational structure is as follow:

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G.M & Administrator

Sales & Marketing Manager

Finance Controller

House keeping Manager

Food & Beverage Manager

Room service Manager

Front desk

Assistant sales manager

Assistant marketing manager

Finance manager

Supervisor

Assistant Manager

Assistant Manager

Day manager

Night manager

Assist. Finance manager

House keeping boys

Captain

Order Taker

Receptionist

Receptionist

Accountant

Waiters

Telephone operator

Telephone operator

Bell boy

Bell boy

2.6. Description of the departments: Food and Beverage (F&B) Department: F & B deals mainly with food and beverage service allied activities. Different divisions are there in F & B like Restaurants, Special Restaurants, Coffee Shop (24 hrs.), Bar, Banquets, Room service etc. Apart from that they have Utility services (Cleaning). Food Production Department: Food production deals with the preparation of food items. It is basically engaged in preparing those dishes, which are ordered by the guests. This department offers various Cuisines like Indian, Continental, Thai, Italian, Konkani (Coastal Sea Food), South Indian, Chinese, Mexican, etc. Different Chefs are appointed for these special cuisines. Front Office Department: The front office is the command post for processing reservations, registering guests, settling guests accounts, and checking out guests. Front desk agents also handle the distribution of guestroom keys and mail, messages or other information for guests. The most visible part of the front office

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area is of course the front desk. The front desk can be a counter or, in some luxury hotels, an actual desk where a guest can sit down and register. Housekeeping Department: The housekeeping department is another important department in hospitality world. Housekeeping is responsible for cleaning the hotels guestrooms and public areas. This department has the largest staff, consisting of an assistant housekeeper, room inspectors, room attendants, a house person crew, linen room attendants and personnel incharge of employee uniforms. They may also have their own laundry and valet service. Hotels with laundry and valet equipment may use it only for hotel linens and uniforms and send guest clothing to an outside service where it can be handled with specialized equipment. Marketing & Selling Department: Sales and marketing has become one of the most vital functions of the hotel business and an integral part of modern hotel management. It includes packaging for selling, sales promotion, advertising and public relations. The marketing division has the responsibility of keeping the rooms in the hotel occupied at the right price. Finance, Accounting Department: Accounting department is responsible for keeping track of the many business transactions that occur in the hotel. The accounting department does more than simply keeping the books. Financial management is perhaps a more appropriate description of what the accounting department does. Whereas the control department is concern with cost control guideline e.g reduction in investment, reduction in operating cost, control of food service costs, control of beverage costs, labour cost control, etc. Administration Department: Top organizational members usually supervise the
Administration Department in a hotel. This department is responsible for all the work connected with administration, personnel, manpower, employees welfare, medical, health and security.

2.7. Products and service:

The scope of the hospitality industry comprises of a range of businesses that provide services and facilities such as accommodation, food and beverage, entertainment,

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gaming and related products. Hotel Pak continental is a company of hospitality sector and mainly it is offering

1. Products in terms of food. 2. Services in terms of rooms and halls to stay and enjoy.
These two main categories are further explained as below: 2.8. Services: Conference & Events facilities at Hotel Pak Continental: Pak Continental Hotel Islamabad has a number of decent halls for parties, marriages and conferences. All the hotel's dining and banqueting rooms have been designed to offer maximum flexibility, together with state-of-the-art technical and lighting facilities. This ensures that while even the most exquisite event can be accommodated, the hotel can also offer the more intimate settings for the smaller, private occasion. Banqueting: Whatever the scale or the purpose of event, from the VIP breakfast briefing for guests to a black tie dinner, the Pak Continental prides itself on being able to host every imaginable dining and banqueting occasion in the greatest comfort and style. All the hotel's dining and banqueting rooms have been designed to offer maximum flexibility, together with state-of-the-art technical and lighting facilities. This ensures that while even the most exquisite event can be accommodated, the hotel can also offer the more intimate settings for the smaller, private occasion. The customer is assured that hotels highly experienced banqueting team will meet all their needs, combining effortless hospitality with the highest professional standards and meticulous attention to detail. This service, backed up by outstanding cuisine, will ensure that the event is truly a memorable one. Services: The Pak Continental Hotel offers complimentary airport shuttle service including travel desk facilities and provides hotel links to all major international

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cities having membership of Leading Hotels of the world consortium. Within Pakistan, Pak Continental Hotel offers 4 star deluxe services. The hotel features over 30 satellite TV channels, In-house movies, Fax machines in all suites and executive club's rooms, International direct dialing, Exclusive electronic safes, Non-smoking floor, Centrally air-conditioned environment, Beauty Salon/Barber Shop and a Shopping arcade. Rooms and residence: The 10 guest rooms comprising of 18 Executive suites, four super deluxe suites and 15 Executive Rooms are all designed to provide the utmost comfort. All rooms are equipped with satellite television, in-house movies and modern amenities. In fact, every facet and facility required by the discerning traveler is provided. The room division offers the ultimate luxurious living with 24 hours in - house movies, satellite music and 30 satellite television channels. Room Service operates round the clock caring for all the travelers' needs. Fulfilling the smallest of requests to urgent needs, the room service assures inhouse guests of the best quality assistance. Personal facsimile machines are available in all suites and executive club's rooms ensuring complete privacy and confidentiality. Business Centre & Secretarial Services are also available throughout the day and till midnight. Exclusive Executive Club facility is also available for our business guests. The Executive Club offers exclusive butler service and access to an Executive Club lounge where continental breakfast is served for the guests. Throughout the day, light snacks and refreshments are served along with high-tea from 4:00 PM to 7:00 PM Hotel Pak continental also entertains its customers by giving seasonal packages of 1. 2. wedding Ramadan

2.9. Products:

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Besides these the above services following facilities are available for the guests: 40 fully equipped rooms Wedding hall Hina Wedding hall Sana Conference hall Arosa Conference hall Chandni Authorized Money Changer Business Centre In-House Doctor Pharmacy Car Rental.

3. LEARNING AND EXPERIENCE:

3.1. Internship duration and Rational for Selection:
My internship covers a period of 7 weeks starting from 6th of July, 2009 to 22nd of August, 2009. As I have interest in in the field of marketing so it was a very experience for me to work in the Marketing department and was easy for me to understand various marketing and sales concepts and techniques which were practically used there. It was all over a new experience for me to use those methods to solve the tasks assigned to me. During my internship in the hotel I got a chance to practically apply my knowledge to solve the tasks. One of the reasons why I choose Hotel to do my internship was that in my point of view the hospitality industry has a huge scope in Pakistan. It is a diamond mine waiting to be explored.

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3.2. Task performed in the sales and marketing department:

I have performed almost all the tasks at sales and marketing department. The description of job which was provided at orientation (start of the internship) time was consisting of the following tasks which I had performed there:

1. Sales visits.
During the internship I visited various organizations in which we were visiting for the first time and some of them were our clients and we visited them just for the courtesy so that they may visit the hotel soon and give it some business. The learning point in this task was the convincing discussion we had gone through with the clients and I got a chance to get an idea how to use different tactics to get a business.

2. Marketing visits:
With the manager and sometimes with his assistant we visited the market to analyse the ways to attract new customers. As Ramadan was heading in August so in order to launch the Ramadan scheme we visited the market to get an idea what other hotels were offering.

3. Sales Calls
In the mean time of my internship I also got the traing of making sales calls. It was interesting in a way that we call to new companies and discuss with them our products and services and the best part was the patience required for making the customer to get agree to avail our product. Most of the times it happened that the customer agreed on the phone and when we made a sales visit it totally refused our offer.

4. Courtesy calls.
In the internship I was also trained to make courtesy calls in order to retain our old customers and to tell them about any new package which we were going to launch in the future.

5. Customer record, billing and recovery:

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This was the part of my internship which was directly related to my MBA. As I am a finance student so I also got the training of:

maintaining the cutomer record issung them letters for the outstanding of their accounts with us recovery calls and visits recovering the amounts reminder letters
By doing all the above said tasks I learned a lot about how to mive in the organization and how to work in the tensed environment. Before doing the internship I had no idea how the courtesy is used and how this is difficult to make any organization our customer. The tasks which I performed there in the hotel were a bit different which we are taught. For instance sales and marketing are two separate departments in the books but in reality both departments are working under one head. I learned how to use my patience and how to make a new company client of the hotel. The biggest key point I learned was the presentation of myself in front of executives of the organization. Recovery of the outstanding amounts and giving discounts also help me in increasing my information that how all these things are done in the real business life.

3.3 Swot Analysis of Pak Continental Hotel:

SWOT MATRIX

Strengths

Weaknesses

Opportunities

Threats

Strengths
9. Became a strong and established brand name in a limited tenure of 7 years 10. It is near to Islamabad air port about 15 minutes drive.
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11. have a bright name in the category of 3 star hotels in Islamabad 12. Using banquet facilities with complete range of audio- visual equipments. 13. Giving catering services at your door step. 14. 24/7 doctor available on a single call. 15. Standby generator for facing the power shortage in the country. 16. spacious car parking, rent a car service and tour information services.

Weaknesses
4. The site of the hotel can be said as a weakness for the hotel. As it is situated in a market yet the area is surrounded by motor workshops and car showrooms which is a point customer hasitate to come to the hotel. 5. Another weakness can be its short time period of existence in the sector of hospitality where there are people sitting for more than 40 years. 6. Limited room space can be said another weakness for the hotel. With the emergence of other hotels of same category like Envoy continental hotel Pak continental need to look upon in increase their residence facilities but they are bound not to do it because of cost and space constraints.

Opportunities
6. By introducing more packages like wedding and for Ramadan Pak continental can increase its customership. 7. By introducing memberships for the business as well as for general public the hotel can increase its business. 8. By making affiliations and doing contracts with renowned boutiques and and dress designers it can arrange events which will attract the customers and will help in increase in the market share of the hotel. 9. With sponsoring different local events like Basant and musical nights the hotel worth will increase in the eye of public which will help it to increase in the profits. 10. Some special packages introduction in the hotel products like giving discounts to the newly wed couple and on birthday parties will increase the customer ship of the hotel.

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Threats
3. Increasing competition can be said a vital threat for the hotel as new hotel like opening of hotel De Pape, Rose garden and Envoy continental which are situated in the same region are a threat for Pak continental. 4. lawlessness due to the suicide bombing in the recent years have adversely effect the tourism sector causing decreasing in the business of hotels. 5. As Pak continental is a three star hotel and it has already a limited market and due to the global economic recession the buying power of the customer has decreased effecting the hotel industry adversely.

Recommendations
After this comprehensive report on the hospitality sector, I came up with some suggestions for Pak continental hotel to tackle with the existing conditions and as well as to cope with the merging competitors in the sector. 1. Pak continental should enhance its business by introducing new products 2. Hotel should give time to time promotions to retain its customers. 3. It should also consider the restaurants one of its competitors 4. New hall and lobbies should be constructed. 5. Human resource management is the merging new sector in the world and the hotel is lacking in the department so it should introduce a H.R department in it so that the optimal use of the employees can be made. 6. There is a deficiency observed in the hotel about training its employees and conducting work shops to enhance their working capabilities. PAK continental higher authority should also consider employee training in their near future plans

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Conclusion
I would like to conclude that I have been given a great opportunity in my to work in a the hospitality sector, and in a private organization. While learning and gaining a professional experience, I enjoyed there and it was the time when I felt independent, confident, responsible and realized my decision making power. The aim of my internship was to get a practical experience and exposure the difference between the theoretical things and the practical implementation of them. I have exercised what I have learned during my MBA. I have learned that how organizations are different and how they are competing each other on the cut throat situation. Working at sales and Marketing department was a bit different and lively experience in the end. Each day I had to communicate with my customers. it was a good experience of reconciling the record of customers and to update the customer outstanding balance. I had a experience to watch and observe how to make new customers and how to persuade them to again use our services. There were times when things were seemto move away from us and there were times when is was taught that what ever the customer say the customer is always right. In this 7 weeks of my work I noticed and analyzed my capabilities to cope stress and my decision making on my observation and took chances to polish them as my capabilities are originally going to be used after completion of my MBA. Hence working in Hotel Pak continental enhanced by communicative skills and helped me to calculate my self in different situations.

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References
1. www.Pakcontinental.com 2. Wikipedia 3. Hotel manual 2009

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