Anam (Report)

7/31/2019 Anam (Report)

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PEARL CONTINENTAL

SUBMITTED TO:

Mr.MEHTAB AHMED SIDDIQUE.

SUBMITTED BY:ANAM MEHMOODFARINA RASHID.

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ACKNOWLEDGEMENTS:

In the name of ALLAH, the most merciful and beneficial, and humble regards to the HOLPPROPHET (PBUH), it was an honor for us to get the unexpected and plenty of help for thecompletion of the huge task we had to complete.

Heart felt appreciation and gratitude to Major.Mehtab Ahmed Siddique (Director HRM)without whose kind and honest patronage we would not have been able to show this muchof the work.

We also wish to express our grateful appreciation to Mr.Manzoor (Assistant ExecutiveHousekeeping) who have contributed her sincere co-operation and supplementalinformation for the completion of this report.

Last but not the least, we express our heartiest regards to our parents whosupported us morally, spiritually and prayed for our success to achieve goals inlife

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TABLE OF CONTENTS:

S.No CONTENTS PAGE NO.

Chapter1 Hotel Industry 5

1.1 History of hotel industry. 51.2 History of hotels in Pakistan 5

Chapter2 Introduction of organization. 6-21 2.1 Introduction to PC 6

2.2 Introduction to owner. 82.3 Introduction to PC Pindi. 102.4 PC Vision. 152.5 PC Mission statement 162.6 Goals of PC Hotel 17

2.7 Core Values 172.8 Chain of command 192.9 Team of PC Pindi Hotel 202.10 Departments in PC Pindi 202.11 Department Heads 21

Chapter3 Departmental Analysis 22-39

Chpater4 Hotel facilities 40-42

Chapter5 Objective of studying the organization 43

Chapter6 Finance Department 44-466.1 Purchase Department 446.2 Accounts Department 456.4 Cost control Department 466.3 Credit Department 46

Chapter7 Training the key to success 47-48

Chapter8 SWOT Analysis 49-50

Chapter9 Conclusion 51Recommendations 47

Chapter10 Departmental organizational charts. 52-57

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CHAPTER.1.

HOTEL INDUSTRY:

The purpose of this chapter is to provide a general overview of PearlContinental Company. It is not intended to be a comprehensive treatment of the overallfunction and working, but rather a brief review of corporate history of PC international andof PC in Pakistan. The facilities hotel is providing to its valuable customers in terms of rooms and different outstanding outlets.

1.1. History Of Hotel Industry:In early times, hotels and inns were defined as;

An establishment that had to provide transients with lodging, food drinks and

accommodation for stabling their houses.Obviously there requirement have changed over the years.

Of course, the building itself is a necessary part of hotels but now the wordHotel also includes all personnel property that must be used in its operations, includingits bedding and heating facilities. A tourists camp is no less than hotel because the

business in conducted in a group of building rather than in just one building.

1.2. History Of Hotels In Pakistan:As the history of hotels in Pakistan is concerned it started functioning after

creation of Pakistan. The first hotel was established during 1950s.In the earlier time therewas no concept of luxurious hotels in our country as mostly it is now. During 60s and 70sTaj Mahal Hotel, regent Plaza, Mehran Hotel, but in previous decade the industry grew

because of rising living standards and nations inclination to modernization.

Some world renowned hotels have started functioning in Pakistan areKarachi Sheraton, Pearl Continental Hotel, Marriott Hotel, Holiday Inn Hotel, Avari Tower Hotel, and so on.

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CHAPTER.2.

INTRODUCTION OF ORGANIZATION

2.1. Introduction To Pearl Continental:

Hashoo Group of Companies was established under the leadership of Mr.Sadruddin Hashwani. In a period of some three decades he through his single handeddedication and commitment to the Profession has transformed this Group in to a leadingindustrial group of Pakistan, well known for its forward-looking approach, and higheststandards of quality and integrity.

Starting with Cotton Trading, Hashoo Group of Companies today boasts the onlychain of Five -Star Hotels in Pakistan namely The Pearl Continental Hotels chain and the

Karachi Marriott and the Islamabad Marriott Hotels with presence in all the provincialcapitals and the Federal Capital except one. Today, Hashoo Group of Companies besideshotel industry encompasses oil and gas exploration, mining, ceramics, pharmaceuticals,tourism and travel. It also has considerable investment in real estate. Mr. SadruddinHashwani with his keen eye on the future is now guiding the Group to enter the field of Information Technology (IT). Towards that end a wholly owned subsidiary of the Groupknown as Net 21 (Pvt) Ltd is currently operating as Internet Service Provider, which is

planned to serve as springboard to launch substantive IT projects.

The oil and gas exploration is being done under the Orient Petroleum Inc, whichhas recently met with successful find. The Group is constantly on its forward march. Some

examples of it are: The construction of Pearl Continental Hotel Bhurban in the picturesqueMurree hills, Construction of new wing called Atrium Wing of The Pearl Continental HotelLahore equipped with the most modern amenities, Continual up-gradation andmodernization of Pearl Continental Hotels and Islamabad as well as Karachi MarriottHotels, Acquisitions of the state-of-the-art Ceramics Factory to design and producecrockery and a plant known as Gelcaps to manufacture halal gelatine capsules for the

pharmaceutical industry according to the most stringent quality standards. Mr. HashwanisVision knows no bounds and it will be difficult to predict as to what will be his focus of attention tomorrow. For him time is short and the Art is long. Therefore, his philosophy isthat each moment of life should go towards advancement of cause of humanity at large.

Mr. Hashwani runs Hashoo Foundation whose sole objective is to engage in philanthropic projects in support of social and cultural causes and for the uplift of thedeprived. Through this Foundation he not only fulfils his corporate responsibilities but alsomore importantly his unwavering commitment to promoting the good of common man.

The Pearl continental chain in Pakistan is owned by the Hashwani group under theholding company Pakistan Services Ltd (PSL) and Hashwani Hotels ltd respectively. ThePearl chain was acquired by the group in 1985, at a time when the image of the hotel was

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deteriorating due to service inefficiencies. At this time the name of the hotel was changedfrom Hotel Intercontinental to pearl continental, and several efforts were made to upgradeits image. These included a new dcor and fresh landscaping of the hotel grounds as well asupgrading of food and service through training of relevant personnel.

Pakistan Services Ltd. is one of the companies of Hashoo Group that owns fivehotels and was incorporated in 1958 and is quoted on the Karachi Stock Exchange.

The first hotel pearl continental (PC) was built in 1964 in Karachi. In 1967-68 PCLahore and Rawalpindi came in to existence respectively and in 1975 another PC hotelemerged in Peshawar. In 1985 Hashoo Group took over this company through privatizationand changed the name from Inter Continental to Pearl Continental (PC). In 1990 PCBhurban came into operation, in 1995 the expansion of Lahore was in operation. In 2007another PC hotel emerged in Muzafarabad.

Pearl Continental Hotel is the largest and Pakistan's only five star chain

The board of directors felt that future expansion of the holding company PSLshould not be focused on the hotel industry but also be related with tour operations, rent-a-car services and travel agencies. Accordingly a travel agency, Trans Air Travel, based inKarachi had recently been acquired.

2.2. Mr. Sadruddin Hashwani

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Mr . Sadruddin Hashwani hails from an illustrious family of Karachi. In 1960, he entered the business of cotton tradingand through his hard work and genius he within a decadeemerged as a prominent businessman on PakistansIndustrial 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 1972, Mr. Hashwani diverted his attention to otherbusiness ventures in diverse areas such as hoteliering, realestate, trading, and property development. Again he madehistory when in less than a decade, he earned the reputation of a highly successfulhotelier.

In 1978 and 1981, he consecutively built Holiday Inn Hotels first at Islamabad & thenat Karachi under the banner of Hashwani Hotels Limited. In 1992, these hotels weretotally revamped and refurbished to qualify for the well-known international 5-Starhotel chain Marriott. The Islamabad Marriott and the Karachi Marriott to day enjoythe same reputation as any other highest-class hotel anywhere in the world.

In 1985, he purchased the controlling shares of PakistanServices Limited, which owned Inter Continental Hotels inPakistan. These hotels were in bad shape and losing lot of money. Mr. Hashwani changed the name of this chain of Hotels,to Pearl Continental Hotels. He by dint of persistent hard workagainst all odds combined with extraordinary sense of correctdirection of the future transformed the Pearl Continental Hotelschain in to Pakistans largest and most elegant five-star hotel chain having presencein Karachi, Lahore, Rawalpindi and Peshawar. He took another bold initiative whenhe went ahead with the construction of a new Pearl Continental hotel at Bhurban in

the picturesque Murree Hills. The Pearl Continental Hotel, Lahore was expanded withthe addition of a new wing called Atrium Wing and refurbished with most modernamenities. The international recognition of high standards of Pearl Continental Hotelchain and those of the Islamabad Marriott and Karachi Marriott Hotels aredocumented in various forms. As an example, the Pearl Continental, Karachi isrecognised as One of the Leading Hotels of the World.

Mr. Hashwanis business acumen encouraged him to diversify into PetroleumIndustry. In 1995, he acquired controlling stocks of the US based Corporation,Occidental of Pakistan Inc., (now known as Orient Petroleum Inc.), which is activelyengaged in the exploration and production of Oil & Gas in the country. The OrientPetroleum has recently been rewarded with a successful find that is under evaluationfor reservoir capacity. In addition to being in hotel industry, he is also active intrading, real estate, pharmaceuticals, ceramics, mining, and oil & gas. His industrialconglomerate is known as Hashoo Group of Companies. Orient Petroleum Inc. is oneof the major divisions of the Hashoo Group. His latest focus is on the InformationTechnology (IT) and already an Internet Service Provider company by the name of Net 21 (Pvt) Ltd., is functioning as a subsidiary company of the Hashoo Group. Net21 (Pvt) Ltd. is designed to serve as a platform to make further inroads into thebrand new and vital field of IT.

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In recognition of his contributions to Pakistans business and economic progress, theInstitute of Business Administration, Karachi honored Mr. Hashwani in 1988 with theOutstanding Professional Contribution Award . For his distinguished services tothe Tourism Industry of Pakistan, he was awarded a Gold Medal at the TourismConvention held in 1993

2.3. Introduction To PC Pindi.

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The Mall Road | PO Box# 211, Rawalpindi, Pakistan.Rooms: 200

Hotel class:

Rawalpindi is the twin city of Islamabad, the capital of Pakistan. It is atransit city for visitors wishing to explore the fascinating Northern area.Islamabad airport, which serves the twin cities, is a ten-minute drive fromRawalpindi's only deluxe hotel, Pearl Continental and in close proximity toarchaeological sites in Taxila, historical monuments and hill stations. In 1967-68PC Rawalpindi came in to existence.

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Pearl Continental Hotel Rawalpindi Has 200 Newly Renovated Rooms,including:

10 Rooms have latest computers with hi software and internet. Presidential and Executive Suites. The Hotel has Four restaurants. 24 Hour Room Service. Rent-A-Car. Fully equipped Health Club and Business Center.

Banquet Facilities are available to cater from small meetings to a large conferences.

Pearl Continental Hotel Rawalpindi is located on Mall road, close to the shoppingcenters of the city. The hotel has 200 rooms including presidential, deluxe and junior suites. Hotel facilities include direct dialing facilities, national and international, from the

privacy of your bed room. Cable television, heating and Air-conditioning, Electronic safewith a self setting code and computer controlled electronic door locks are also installed for your security. The attached bath with spacious tub, shower and continuous hot and coldwater are at your disposal. Do not fret if you have forgotten your essentials, we take care of your basic toiletries.

Other important room accessories include the electronic safe. To cater to your off time eating urges we provide you with a beverage room minibar within the confines of your room

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Address Location

The Mall Road | PO Box# 211,Rawalpindi, Pakistan.

Pearl Continental are in close proximity to archaeological sites inTaxila, historical monuments and hillstations

Pick & Drop Service Accommodation

Complimentary pick and drop service between PChotel and Islamabad Airport.

200 guest rooms and suites featuringsatellite TV, in-room movie channel,modern port, international directdialing, radio and individual climate

control, mini bar and in-room safe.Handicap rooms also available.

Taipan:( Restaurant) Marcopolo:

Exclusively Chinese, it serves the best Cuisine inTown, and opens both for Lunch and Dinner

Serves Pakistani and ContinentalBuffet Cuisine, and is open for Breakfast, Lunch, and Dinner .

Bukhara: Front Page:

Opens to the lilting sounds of the local GhazalSinger, and is most famous for its mouth wateringPakistani cuisine, including live BarBQue

The Front Page Cafe is royallyfamous for its very affordable andvaried spread of Hi-Tea delicaciesin the evening, and it open round theclock for light snacks andrefreshments.

Room Service

24 hour in room dining facility. Server you in the warmth and comfort of your own room,and offer a varied menu depending on the time of the day

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Services & Facilities

Complimentary Facilities on StandardFloor

Concierge desk Buffet breakfast

Florist Airport transfer, subject to prior flight details.

Gift shop Fruit basket in each room

Clothing boutiques Choice of local newspaper

Beauty salon Late check out subject to roomavailability and upon request.

Guest laundry Use of health club, swimming pooland sauna.

Laundry / Dry Cleaning Electronic safe in each room.

24 hr full emergency self-power generated back-up system.

In-house movies and audiochannels.

Modem port in each room.

Complimentary Facilities on ExecutiveFloor Business Center

All the facilities of standard floor. A 24-hour facility to meet allcorporate needs from Internet accessto fax connectivity.

Express check in & check out onthe same floor.

Smart Rooms

Free local calls A room that works as an office.

Features include Modem / Notebook outlets, work desk and ample lighting.

Complimentary two small mineralwater bottles from mini bar.

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Night suit press in each room. Executive Club

Personalized stationery. An exclusive lounge for informalget-togethers offering lightrefreshments and the latest business

publications.

Butler service Health & Recreational Facilities

Meeting rooms for short businessmeetings.

A luxurious health club offering allweathers outdoor swimming pool,Jacuzzi, sauna, massage facility and afully equipped exercise room.

Snacks and beverages available inlounges till midnight.

Conference & Banquet Facilities

Tastefully refurbished, our Conference and Banquet facilities can cater fromsmall meetings, to Royal banquets of 650 to 1500 people, in our Halls and thevast Eastern and Western lush green gardens.

The new Conference facilities have state of the art Audio visual aids, and arecomplemented by available ISDN lines

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2.4. PC Vision:

The vision of PC hotel is;

WE ARE COMMITED TO DYNAMIC GROWTH AND SERVICES EXCELLENCE BUILT UPON OUR HERITAGE OF TRADITIONAL HOSPITALITY.WE STRIVE TO CONSISTENTLY MEET AND SURPASS GUESTS, EMPLOYEE AND OTHERSTAKE HOLDERS EXPECTATIONS.WE FEEL PRIDE IN MAKING EFFORTS TO

POSITION PAKISTAN IN THE FOREFRONT OF THE INTERNATIONAL ARENA.

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2.5. PC Mission Statement:

All company and hotels have basic theme behind their existence, usually called asmissions or objectives, which they set according to their requirements, in order to achieve

their targets and goals.

PC mission statements are:

TO WIN IN SERVICE BY PROACTIVELY OFFERING CUSTOMERS THE MOST VALUABLE ASSISTANCE, INFORMATION AND SUPPORT IN UNIQUELY WARM AND CARING MANNERS

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2.6 . Goals Of Pc Hotel:

1. To achieve 100% satisfaction.

2. Continuously motivation and training of staff so as to maintain high standard.

3. Insuring customization of good quality product through strict quality control.

4. Achievement and maintenance of excellence in service through constant dedication,

determination, loyalty and commitment to job.

2.7. Core Values:

G.R.I.T.

Growth development for all:

1. Competence and the contribution as the only basis for job security.

2. Promotion.

3. Learning environment and opportunities.

4. Provision for world-class education and training.

5. Aligning people with latest technological trends.

Recognition and reward:

1. Achievement orientation.

2. Performance based evaluation.

3. Appreciation.

4. Incentives.

5. Setting ever-rising standards of performance.

Innovations :

1. Listening and two-way interaction.

2. Participation.

3. Encouragement.

4. Motivation.

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5. Enterprise.

6. Incentives.

Trust:

1. Cooperation.

2. Support.

3. Teamwork.

4. Sense of ownership.

5. Empowerment.

6. Integrity.

7. Dignity.

8. Respect.

Pakistan Services limitedPC hotel RawalpindiPC Hotel BurbhanPC Hotel KarachiPC Hotel LahorePC Hotel PeshawarPC Hotel Muzafarabad.

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2.8. Chain Of Command:

Coordination is established in between and among different departments in such a

way that each managerial position is given some status in the chain of command and each

manager is given a degree of authority in order to meet his or her responsibilities. The

degree of authority gives boosts to employee immoral and increases their satisfaction level

to a great extent.

The General Manager heads the hotel management; the Executive Secretary and the

Executive Assistance Manager (EAM) assist him. Then comes the;

1. Health club manager.

2. Laundry Manger.

3. Executive Housekeeper.

4. Front office Manager.

5. Chief Engineers.

6. Personnel Manager.

7. Training Manager.

8. Manger special project.

9. Finance controller.

PC believes that, as general rule legislation is the most effective safeguard of

ethical conduct.

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2.9. Team Of PC Pindi Hotel:

Company Name Hashwani Hotels LimitedChairman Mr . Sadruddin HashwaniGeneral Manger Raja Mohammad Irfan UllahExecutive Assistance Manager Syed Kamal Ahmed

2.10. Departments In PC Pindi:

There are eleven departments in PC Pindi which are performing different task,

some are at the front house which means that they have a direct dealing with the customers

and the other are at the back house which dont have a direct dealing with the customer.

The departments are:

1. Human Resource Department.

2. Marketing and Sales Department.

3. Food and Beverages Department.

4. Finance Department.

5. Engineering Department.6. Security and Vigilance.

7. Front Office.

8. Housekeeping Department.

9. Credit Department.

10. Purchase Department.

11. IT Department.

12. Training Center (part of human resource department)

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2.11. Departments Heads:

Mehtab Ahmed Siddique Human Resource Manager A.B khan Balouch Credit Manager Sajid Balouch Chief Engineer Ijaz ul Haq Director Finance controller Mobeen Hussain Purchase Manager Ejaz Ahmed Director F&BTariq Amin Executive Chef (F&B- kitchen)Shafiq Ahmed Executive Housekeeper Abdul Hayee Front Office Manager Farhat Khan Director SalesShahid Ashraf Manager ITHaroon Malik Manager F&B

Tariq Mahmood Khan Director PR MarketingCol Anwar Manager Security & Vigilance

Therefore from the above structure of the organization I have reached tothat the organization has a functional departmentalization. Also the chain of command is there, because there is continues line authority that extends fromupper organizational levels to the lowest levels and clarifies that who reports towhom.

PC Pindi Hotel is functioning effectively as only the ExecutiveCommittee makes all the decisions. Also the member of Executive Committeereceives a lot of input from other employees as well. Therefore we say that theorganization is both centralized as well as decentralized, and it is very highlyformalized organization.

The organization of PC Hotel is more mechanistic than organic. It is moremechanistic because it has very high formalization in it; there is centralization;clear chain of commands; and high specialization. And the reasons to be organicorganization are that it has little bit of decentralization and have cross-functionalteams in it.

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CHAPTER.3.

DEPARTMENTAL ANALYSIS:

Departments in PC Pindi can be divided into two categories:

1. Operational Departments.2. Other Departments.

Operational Department:This department includes:

Front Office. House keeping Department. Food & Beverages. (Services). Food & Beverages. (Preparation).

Other Departments:This department includes:

Laundry Department. Engineering Department. Security Department. Accounting/Finance Department. Training and HR Department. Sales & Marketing Department. Telecommunication department IT Department.

DISCUSSION ABOUT DEPARTMENTS

Operational Departments: 1. FRONT OFFICE:

It includes:o Reception.o Reservation.o Concierge.o Business center.o Telephone exchange.o Airport counter.o Travel desk.o Health club.o Recreation.

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o Guest relations.Reception:

Reception is the very first place where a guest comes to fulfill the formalities tostay. Responsible for the successful overall supervision of the activities of allemployees who work in the front desk and bell desk areas of the hotel, ensuringmaximum occupancy and optimum guest service and satisfaction.

Checking in guests. Recording arrivals in the arrival block. Preparing guest folios. Keeping the rack current as to occupied, vacant and uncleaned rooms. Recording the revenue of the occupied payables rooms and rooms occupied

by the complement any guests; totaling and balancing. Guides and supports front desk and bell desk employees in the daily

performance of their duties. Maintains a thorough and complete knowledge of all departmental

procedures and assists in the administration of the hotel operations. Handles all guest requests in a prompt and courteous manner. Posts charges to guest accounts and makes adjustments and corrections as

necessary. Ensures a maximum level of service and satisfaction is achieved and

maintained.

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Reservation :

This department consists of positions whose primary functions are to provide travelinformation and make travel reservations. Travel reservationists typically performsome or all of the following duties;

Communicate with clients to determine destination, mode of transportation,travel dates, financial considerations and accommodation requirements.

Provide clients with brochures and publication containing travelinformation.

Plan itineraries. Arrange accommodations. Compute cost of travel and accommodations. Book domestic and international reservations. May specialize in domestic or international travel.

Concierge :

Concierge department in PC hotel is working as BELL STAFF. This section performs the following task:

Takes the luggage in, when arrives. This section circulates any fax or any other document.

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Keep record about the current affairs of the city. Informs the guest about the major events of the city. Keep postal cards or tickets for the guests and provide it on request. Medical equipment, medicine and oxygen cylinder are also provided by this

department in case of emergency.

Business Center:

Business centre of PC Pindi provides the secretarial services: Photocopy Spiral binding Transparencies etc.

Telephone Exchange:

In PC Hotel, Telephone Exchange Department manages the incoming and outgoingcalls. And also manage nay fire incident in hotel.

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Health Club:

PC hotel provides GYM facility to their guests.

Airport Counter:

PC has an airport counter in Islamabad International Airport to receive the guestfrom airport and also provide transport facilities to their guests.

Travel Desk:In PC this department provides travel facilities. This department is concerned with

airport counter.

Recreation:

Enjoy vigorous aerobic or callisthenic workout or pamper yourself with a steam bath at the full-featured Health Club. (Different timing for ladies & gentlemen.) Valet

parking. Temperature control outdoor swimming pool separate for ladies and gents Fitness centre Massage, sauna and steam.

Duties and Responsibilities of Front Office Manager:

Front office manager is responsible to the general manager for operations of front office including reservations, reception, conierge etc.

Some of the important duties and responsibilities of front office manager

are; Participates in the selection of front office personnel. Trains, cross-trains, and retrains all front office personnel. Schedules the front office staff Supervises workloads during shifts. Evaluates the job performance of each front office

employee.

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Maintains working relationships and communicates withall Departments.

Maintains master key control Verifies that accurate room status information is

maintained properly communicated Resolves guest related problems quickly, efficiently, and

courteously. Updates group information. Maintains, monitors, and

prepares group requirements. Relays information toappropriate personnel.

Reviews and completes credit limit report Works within the allotted budget for the front office. Receives information from the previous shift manager and

passes on pertinent details to the oncoming manager. Enforces all cash handling, check cashing, and credit

policies. Conducts regularly scheduled meetings of front office

personnel. Wears the proper uniform at all times. Requires all front

office employees to wear proper uniforms at all times. Upholds the hotel's commitment to hospitality

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2. HOUSE KEEPING DEPARTMENT :

House keeping department performs a very important role in overall outlook and image building of the hotel. This department supports all other departments inone-way or the other.

Functions of House Keeping Department: Maintenance of the rooms. Maintenance of the lobby. Maintenance of the gardens. Maintenance of the poolside. Maintenance of the back of the house. Making overall decoration of the hotel. Preparation of housekeepers reports. Lost and found facilities. Provision of Uniforms and linen.

Maintenance of The Rooms:

In PC hotel, every floor has four room maids and two rooms boys.Each room is prepared three times a day and the floor supervisor checks therooms to be up to the standard. Responsible for assisting the housekeepingmanagement with the successful overall coordination and direction of allactivities of the Room Attendants in the Housekeeping Department, ensuringan exceptional standard of cleanliness is achieved and maintained in all guestrooms.

Essential Duties and Responsibilities:

Inspects each assigned guest room, prior to occupancy, to ensurecleanliness and appearance, maintaining records of rooms that

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received cleaning approval, as well as rooms that requiredfurther cleaning and maintenance, as assigned.

Guides, supports and supervises Room Attendants and Porters inthe proper execution of their daily responsibilities.

Monitors computer system, in order to track room vacancies, for

cleaning and maintenance purposes. Takes responsibility for the security of a "Pass Key" during

assigned shift, turning it in at the end of the shift tohousekeeping management.

Maintains an adequate supply of linens, cleaning chemicals andamenity inventories, re-ordering and re-stocking whennecessary.

Properly tags lost and found items and calls security for pick-up. Assists in the preparation of various daily, weekly and monthly

reports, offering suggestions and recommendations, whereappropriate, to improve productivity and cost-efficiency.

Maintenance The Lobby:

Lobby should be neat and clean. There should not be any mishap over there because this is the most

sensitive area of the hotel because of the front office.

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Maintenance Of The Gardens.

It is the responsibility of house keeping department to hire expert

gardeners to maintain the beauty of the garden. Garden should be neat and clean so that guest can feel relax over

there.

Maintenance Of The Poolside.

It is also the responsibility of house keeping department to prepare pool for swimmers

Engineering department also responsible for swimming poolmaintenance.

Maintenance Of The Back Of The House. Although this is the relaxing area for employees but it must also be

neat and clean.

Making Overall Decoration Of The Hotel.

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Interior designers are hired by this department for the over alldecoration of the hotel.

Interior designers also decorate different areas of the hotelsaccording to the functions.

Flower Shop.

From floral settings to bouquets available in the lobby all day.

Preparation Of Housekeepers Reports. It is the responsibility of house keeping department to prepare daily

house keeping report. These reports are sent to the front office for the latest physical

condition of the rooms.

Lost And Found Facilities. If lost and found section found any valuable things of the guest then

they will send these items to front office. If front office not finds the owner of the item then after 6 months

these things are given to the employees as a reward.

Provision of Uniforms And Linen. This is the duty of house keeping department to provide uniform to

all the employees of the hotel. This department also provides linen to all other departments

3. FOOD AND BEVERAGES (PREPARATION):

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Mr. is the director of Food and Beverage Department and Mr. is themanager of this department. Food and Beverage outlets provide exceptional food and beverage service to our guests in the various restaurants in the Hotel. They have an award-winning reputation for

excellence in cuisinePC property offers guests multiple choices for dining. These options can range fromcasual Mediterranean-inspired menus or light luncheon and salad buffets to Frenchcontemporary cuisine in a classic and gracious European setting.

Kitchen:

The inspiration centre for our culinary delights, the kitchen both dazzles guests andsatisfies every craving. From a fluffy omelet at three in the morning to an elaborate banquetfunction, our kitchens are always in overdrive, meeting the demands of all of the Hotel'sFood and Beverage operations.

Catering:

From the small, intimate business meeting to the elegant, 500-person wedding, andour Catering team works to support clients' needs. This specialized team focuses on sellingand reserving the public room space, menu design and event coordination to ensure that itall happens flawlessly.

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4. FOOD AND BEVERAGES. (SERVICES)

Director of Sales:

The Mr. is the Director of Sales is responsible for maximizing theoccupancy and the average daily rate of the hotel, while upholding excellent guest serviceand accommodations to all guests. This position will work closely with the hotels

preferred accounts and group reservations. The Director of Sales manages the sales effortand supports the General Manager on operational issues. This position requires excellentcommunication skills, both written and verbal.

Sales & Catering Assistant:

The Sales & Catering Assistant is responsible for assisting the Sales team by

booking and servicing groups, meeting rooms, and conferences while providingexceptional customer service to guests and clients of the hotel. This position requiresexcellent guest service skills and the ability to understand the guests needs and ideas.

Convention/Conference Services

For those events that last a few days and require rooms in the Hotel, this team helpscoordinate the group room reservations and assists in all Catering event planning.

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Banquets

Banquets department is ready to serve and deliver every client's wish. The Banquetsdepartment is involved every step of the way for all types of functions, from the

planning, the elaborate set-up and the execution of service to the breakdown of theroom so it can all happen again the next day or even the next hour.

In-Room Dining

Always just a telephone call away 24 hours a day, seven days a week our In-Room Dining teams around the world provide in-room delivery of a vast array of food and beverage options. This department also serves functions held in guestrooms and assists to ensure that all private bars contain fresh and updated products.

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Stewarding

Working to make sure that every piece of silver shines and every plate sparkles, our Stewarding department works tirelessly behind the scenes. This department ensures anadequate supply of clean dishes and silverware for each outlet and for any special function

being held at the Hotel. It also keeps the kitchen area and the "heart of the house" clean andsafe.

Beverage Server

Responsible for providing beverage service to all casino guests in an efficient,courteous and professional manner displaying a high standard of guest services.

Duties and Responsibilities:

Provides prompt, efficient, accurate, and courteous beverage service to casinoguests in accordance with policies, procedures and standards.

Performs necessary tasks to service guests, i.e., taking and filling all beverageorders and assisting in maintaining guests gaming area in a clean and neat manner.

Monitors guests' needs on a continual basis ensuring all beverage requests will be promptly fulfilled.

Assists other beverage personnel with maintenance (side work, opening/closingduties) as necessary.

Maintains professional grooming and appearance and acts as a role modelaccording to established grooming and appearance policy.

Monitors guest alcohol consumption and responds accordingly.Works in a clean, sanitary, safe, and organized manner, abiding by all health andsafety regulations.

Cleans unwanted debris from the guests gaming area. Helps refill beverage supplies at all service stations. Requests identification from guests when legal age is in question.

Utilizes proper call order when ordering beverages from bartender in a courteousmanner. Helps keep service wells stocked, clean, and sanitary. Maintains thorough knowledge of casino food and beverage selections. Stays current on department and property knowledge and promotions. Follows all C.A.R.E. guidelines to help assist with guests' responsible consumption.

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Operational Departments:

This department includes:

Laundry Department.

Laundry and Valet department is there to fulfill guests' requests. Overnight pressing, laundry and dry cleaning are available 24 hours a day, seven days a week, to meetguests' needs.

Engineering Department.

Engineering employees keep PC hotel functioning safely and smoothly by providing routine and complex maintenance. Positions encompass general maintenance,electrical, carpentry, painting, HVAC, grounds keeping and other state-of-the-art systemson property.

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Security Department.

Keeping a watchful eye over everything that happens at PC hotel, Securityemployees ensure a safe, secure and fair experience for every guest and employee. SecurityOfficers are among the first people that customers see, and must be friendly, disciplinedand vigilant. Besides protecting the customers, Security Officers also go above and beyond

the call of duty and provide services such as escorts to cars, directions and medicalattention.

Accounting/Finance Department.

In PC hotel, finance department count rooms, handling wagers in the Race Book,redeeming coins, tokens and chips, taking care of guests credit transactions, and auditingthe numbers from all the various departments of the hotel. Employees in Financedepartment help generate daily, weekly and monthly financial results, forecast revenuesand provide in-depth analysis of financial results and budgets.

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Training and HR Department.

This department ensures the well being of all employees. It also assists the other departments with their recruiting and selection activities so that they are adequately staffed.

This department ensures that the various training programs are madeavailable to employees.

Sales & Marketing Department.

In PC hotel, sales and marketing department performs; day-to-day needs includedirect sales via phone, email and direct guest contact, development of promotional

presentation and publicity programs across a variety of media. This department may also provide guided tours for potential clients, all while continuously collaborating with eventand meeting planners.

Telecommunications Department:

As the voice of the Hotel, Telecommunications department receives all incomingcalls and ensures calls are connected to the correct guest room, department or pagingsystem. In addition, team members take messages and provide wake-up calls. Mostimportantly, this department responds to emergencies (such as fire or medical emergencies)and advises the necessary individuals by phone and radio contact.

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IT Department .

This department ensures that all the computers and computer systems in the hotelare installed correctly and run properly at all times. This department also ensures the

efficient functioning of the telephone switchboard equipment.

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CHAPTER 4.

HOTEL FACILITIES:

Rooms:

Total floors. 5Total Rooms. 200Executive floors. 5 th, 6 th

200 well appointed rooms include Presidential, Deluxe and junior Suite. Modernday facilities include direct dial local, National and International Dialing, Cable TV,Heating and Air-conditioning. Electronic Safe with a self-setting code, and Computer controlled electronic door locks are also installed for your security. The attached bath

boasts of a spacious tub, shower and continuous Hot and cold running water. Do not fret if you have forgotten your essentials, we take care of your basic toiletteries.

Stepping on to the elevator and going into your room, you find a spacious bedawaits you together with a cosy seating arrangement on one side of the room.

Not to mention the various options those are at your disposal to keep youentertained and comfortable while in the room. We provide you with the option of keepingyou musically entertained 24 hours of the day by giving you access to the music channel.Our 34 TV Channels keep you updated on current news to the latest movies and programs.

Other important room accessories include the electronic safe. To cater to youre off time eating urges we provide you with a beverage room minibar within the confines of your room.

Luxury does not end here. Walk into the bathroom and you will find it fit for aKing/Queen. A full range of bathroom accessories is available for your personal use. Youalso have the added facility of taking your calls in the bathroom as each bathroom is fittedwith a telephone unit.

Our services do not end here, Pearl-Continental Hotel, Rawalpindi provides you with thefacility of choosing from a range of deluxe rooms, executive suites with its separatelounges and facilities unmatched by any other hotel in Pakistan.

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Special features of executive floors:Following facilities are complimentary for guests staying on the executive

floors.

1. Conference rooms.2. Free local calls.3. Computer available in rooms.4. Free fax and printing facilities.5. Lounges for complimentary refreshment for 24 hours.

Restaurants:There are basically four restaurants in PC pindi, which have different

timings and specialties. Sumptuous foods served at four outlets make it amemorable culinary experience.

Restaurant Restaurant

1. TAIPAN:Exclusively Chinese, it serves the best Cuisine in Town, and opens both for Lunch andDinner. Seat yourself in our cosy Taipan Restaurant where everyone can have buffet lunchfrom 12:00 PM onwards where the finest Chinese buffet is served. In the evening enjoy thecuisine of your choice from 7:30 PM to 11:00 PM.

2. MARCOPOLO:Serves Pakistani and Continental Buffet Cuisine, and is open for Breakfast, Lunch, andDinner. Breakfast starts in Marco polo in the early hours of the morning serving lavish

buffet breakfast along with Ala Carte service. Lunch timing in Marco polo start from 12:00PM to 3:00 PM. whether you are a busy executive pressed for time or whether you want toenjoy your meal, Marco polo is an ideal Restaurant to do so.

3. BUKHARA:Opens to the lilting sounds of the local Ghazal Singer, and is most famous for its mouthwatering Pakistani cuisine, including live BarBQue. It opens at 7:30 PM serving youBar-B-Que. Buffet layout starts from Chicken Tikka, Seekh Kebab to endless number of Bar-B-Que delicacies.

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4. 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 andrefreshments.

Banquets: There are total 3 banquets in PC Pindi. Banquet A Banquet B Banquet C

Conference Halls: There are 3 conference halls in PC pindi

Conference I Conference II Conference III

Garden Hall:There is 1 garden hall in PC pindi

Other Facilities: Business centre. Health club. Pedicurist. Laundry shop. The Rumor.

Travel desk. Pearl Tour. Flower shop. Beauty saloon. Boutique.

CHAPTER.5:

OBJECTIVE OF STUDYING THEORGANIZATION

I did internship in PC Hotel, RWP with the aim to learn the management & operational

technique of this organization and also learn the working of finance department.. PC

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management provides me all the opportunities & encouraged me to achieve my objectives.

They spelled out the strong points, management techniques & some of their shortcomings

and steps they are taking to further improve their standard.

CHAPTER.6:

FINANCE DEPARTMENT:

I did my internship in finance department; it is concerned with the financialrecording, provision and payments. It consists of a finance control controller, who is thesupervisor of the department. There is also a credit section for employees and customers.

Following are the four departments where I have done my internship; Purchase Department.

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Accounts Department. Cost Control Department. Credit Department.

6.1. PURCHASE DEPARTMENT

Activity Flow Chart

Benefits

There was a manual system in the department but now it is computerized system.They can see the files very fast.They have dealing with the whole hotel.They require a purchase requisition form.

ProblemAccording to them they face no problem.

Training DurationIT department has trained them and duration time was 5 days.

Number of computersPurchase department has 3 computers.

6.2. ACCOUNTS DEPARTMENT

BenefitsOnline audit is done in the department.Oracle is being used in the daily transactions.It is very much helpful in data communicationThe software is used for more and more automation

PurchaseRequisition Sign Controller GM

ApproveRequisition

PurchaseDepartment

GMController Finance

Signature of theDepartment

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Digital electronic data sheets replace Page folios.Installation of this software has decreased the workload to half.

Cost benefit analysisCost benefit analysis shows that the benefits derived from this software are more

than its cost. Problems

Front house and back of the house integration problem regarding Accounting Management

According the accounts department speed has declined by the implementation of this system.Functional problem like numeric data entry problem.

ChangesAccording to them they are working on automation of data transaction.

Duration of Employee Training

The duration of employee training was 2 months.

No. Of computersThere are 5 computers in the department.

SuggestionsAccording to accounts department they suggest us that there should be use of fiber optics in order to optimize the speed.

6.3.COST CONTROL DEPARTMENT:

Activity flow chart

Problem

Working condition is low.Speed problem.Software is not a user friendly.

Benefits

Due to unawareness of the new technology they are unable to derive the benefits.

Training

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They are given one day training.

No. Of computersThere are 5 computers in their department.

SuggestionThey suggested that there is need to increase the speed of the computers.

6.4. CREDIT DEPARTMENT:

ProblemsUsers may charge the transaction to wrong department.They face problem in posting of data from front office to their own department.The major problem in the department is job fit.Unawareness of new technologyOperational difference is also a big problem.

BenefitsFastEasy accessWhole transaction is viewed irrespective of number of personsReporting system become easier and their no. have increased.

No. Of computersThere are 3 computers in the department.

TrainingDuration of training was two months.

CHAPTER.7:

TRAINING THE KEY TO SUCCESS:

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A separate training centre was there where the training was provided to theemployees of the hotel. I also worked there and I really enjoyed, different training sessionswere arranged in which different training was given to different group of people accordingto their requirement.

The primary purpose of training is to assist employees in improving their

professional competence, skills, knowledge and overall abilities so that their personalgrowth is enhanced and also that the needs of the hotels business are met in an appropriateand organized manner. Hotels professional competence is important for their ability toinnovate and to compete effectively in the market.

Employees are empowered to act in the best interests of the hotel rather thanseeking permission to do so.

Why Train?The benefits of training for hotel management:

Reduce learning time and cost. Improves job performance. Less supervision. Better recruitment and selection. (Training opportunities attract right type of associates) Reduces associates turn over. Reduces associates replacement cost. Increase associate motivational level towards work. High quality service-increases customer satisfaction. Empowerment.

Orientation Session:Orientation session is also conducted by the training centre,it is that in thus the

newly hired employees or the internees are given the brief overview of the hotel in whichthey are told about the history of the hotel,the detail about the facilities of the hotel and alsoabout rules and regulation of the hotel this is done with the help pf the presentation

prepared on the PowerPoint. Then afterward they are taken for the round of the hotel inwhich they are taken to each and every department and then they are introduced to thedepartment head and other members of the department.

House Rules:

Probation Period:1. New associates have a probation period of six months which can be extended

up to nine months.2. New associates are not entitled for any benefit during the probation period

except for the hotel transport and consulting house doctor for any illness.3. Pay day is 1 st of every month.4. One cannot refuse to perform overtime, when asked by the department head.

Duty Hours and Other Related Instructions:

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1. Working time is nine hours including two fifteen minutes tea break and half hour lunch time.

2. There is one day off in a week, which department heads decides when theyschedule the duty roster.

3. Always remain in the assigned area of duty. Roaming around in the hotel is

not allowed.4. Staying in the hotel is not allowed before and after hours unless the departmenthead need you to stay back.

5. Chewing gum, smoking, whistling, talking in high pitch voice, standing ingroups and having casual conversation is strictly not allowed in the hotel.

6. Shift and duty hours cannot be changed without supervisor/manager approval.7. You may also be scheduled to work in spilt shift instead of straight shift.8. Time office is the only entrance and exit gate for all associates.9. Do not swipe in or out for any other associate.10. Visitors are not allowed to visit in the hotel.11. Propogande, religious or political issues are not allowed in the hotel.

12. When walking in PC you are not allowed to take up any other job.13. Associates are not allowed to use any of the guest facilities.

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CHAPTER.8.

SWOT ANALYSIS

Each Hotel has its own SWOT based on their location, season etc. As for the SWOT

Analysis of PC pindi is concerned SWOT Analysis is basically done to find out that dothey have sufficient resources to cover their weakness and still achieve their objective?

Strengths:

One of the major strength of PC is that PC is in the hotel market for the past 36years.

Have most experience employees available at suitable job, which have proven their loyalty with PC.

PC as compare with its other competitions share the advantage of having 200luxuries 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 there customers, that is kept in record and when the same customer returns after sometime, his requirement made in history is available which then turns intocustomers 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. The major strength of PC is its voice mail card locking system for perfect security.

The strength of PC can be the weakness of other hotels as well as the weakness of PC itself in some sectors.

Weaknesses:

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 well known saying "OLD IS GOLD" turns out to be the strength of this hotel

as it diverts the attention of its customers back to the luxuries provided as some people are use to the atmosphere.

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The other weakness of PC lies in its telephone system, which is again an oldsystem.

As Sheraton enjoys the great advantage of having latest technology that is it Tele-communication system.

Opportunities:

The opportunities that PC faces are not much due to its well-established position.

Events organized in the city gives PC Karachi a great advantage as number of customers/people increase and PC get an opportunity to show its loyalty andservices to its customers.

One of the opportunities grasped by events being held in the city is that as touristincrease and in the same way people book rooms and avail services rendered byPC.

Seminars are again a great opportunity for PC as world wide seminars are being

held in the city or in PC Banquet halls which again help PC to show its qualityservices and in this way people across the world come to the city and book roomsfor themselves.

Parities wedding and other extra circular activities are opportunity to help PCrecognize its name.

PC looks up to these opportunities whole-heartedly.

Threats:

If in the market there are more than two or more brands of the same type or there exist analternative for that product then organization/companies face threats among themselves or

among customers but one can always plan before hand. Threats of new entrants like Islamabad Serena is a threat for PC but PC have

planned different alternatives for its threats. One of the biggest threats PC has to face is Sheraton being its next-door neighbor. As if things don't work with customer at PC like if they bargain for a room and PC

is unable to fulfill their satisfaction then they can always walk across the road and just knock.

Law and order situation can also be a threat such as strikes. If law and order notmaintain throughout the country people around the world would avoid to come toPakistan and if people wont come then there will be no tourist so who will rent the

rooms.

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CHAPTER.9.

Conclusion:

During our internship we gained much experience. We learned how to deal with

employees, how online audit can be done, how cost can be control etc. Managing asuccessful business (nonprofit or forprofit)or building up the health of an alreadyestablished businessrequires healthy, ongoing leadership and management, planning,

product and service development, marketing and financial management.We found that PC Pindi Hotels objectives are designed to maximize hotel revenue

and impact profit, maintain and improve assts quality and ensure appropriate financialcontrols and reporting are consistently maintained.

We found that this organization has full control over their Management, Accounting,Financial Reporting and Cost Control, Training, Human Resources, and Safety/Risk that istheir top priority.

Recommendations:

We didnt find such week area in this organization that we can critic on; we foundthis organization an ideal organization to our best knowledge in the subject of management.But there are some recommendations, which we want to suggest;

In our opinion hotel management should focus little more on their sales andmarketing. And should tell people that they are the best; they are the best in service, incustomer delight and in the taste.

Advertising and marketing management should make some comprehensive marketing plan, which leads to an effective tactical action plan, produces the best resulys. Theyshould incorporate the direct and indirect sales models into each marketing plan.

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CHAPTER.10DEPARTMENTAL ORGANIZATIONAL CHARTS:

ORGANIZATIONAL CHART OF FRONT OFFICE

52

Front Office Manager

AFOM

Duty Manager Ass.Manager Business Center Ass.Guest Relation Manager Ass.Manager Communication

Shift Incharge Business Center Executives Guest Relation Officer GSO(Telephones)

GSO (Reception)

GSO (Exe.Floor)

Bell Captain

Bell Boy

Doorman

Airport GSO

Transport Supervisor

Drivers


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ORGANIZATIONAL CHART OF SALES DEPARTMENT

53

Director of sales

AssistantDirectorSales

ManagerM&P A

SalesManager

SalesManager

SalesManager

AssistantManagerRev

AssistantManager M&P A

AssistantSalesManager

Assistant SalesManager

Assistant SalesManager

ReservationSupervisor

Guest ServiceOfficer

SalesCoordinator

SalesCoordinator

SalesCoordinator


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ORGANIZATION CHART OF HOUSEKEEPING

54

Executive Housekeeper

Dr.Executive Housekeeper

AHK

AFHK Public AreaSupervisor Linen Room InchargeUniform Incharge Butler Incharge Garden Head

Room Boy/Room Maid/Steward

House Man Tailor Butler Florist Gardener

Floor House Man Linen RoomAtt.Tailor


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ORGANIZATION CHART OF F&B KITCHEN

55

Executive Chef

Asst.Executive

Chef

hef Grade

anager Sons Chef Sons Chef Bakery Chef Pakistani Chef

Chef

D.Partie

Ass.Chef D.Parte

Cook-I

Cook-II

Cook-III

Trainee /

Helpers

Ass.Sons

Chef

Chef

D.Parte

Ass.Chef

D.Parte

Cook-I

Cook-II

Cook-III

Trainee /

Helpers

Conf.Superv

isor

Bakery

Supervisor

Confectioner

Baker

Baker

Trainee /

Helpers

Banquet

Chef

Cook-I

Cook-II

Cook-III

Trainee /

Helpers


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ORGANIZATIONAL CHART OF HUMAN RESOURCE:

56

Human ResourceHRD Manager

Personnel Manager

Personnel officer

me Officer Supervisor Assistant Personnel Officer

Time Keepers Personnel Assistant

HRD Coordinator


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DEPARTMENT

57

MANAGER

SECURITY &

ASSISTANT CHIEF

SECURITY OFFICER

SECURITY OFFICERS

ASSISTANT SECURITY

OFFICERS

GUARDS


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Documents

Anam (Report)