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PEARL CONTINENTAL HOTEL Slogan of PC Hotel Rawalpindi “Focus on making things better not bigger” ACKNOWLEDGEMENTS “Starting with the name of ALLAH the most beneficent and the most merciful, whose blessings are abundant,and favors are unlimited.” As a mater a fact, people tend to forget those who are behind there achievements and have stood for them whenever they need assistant. Our gratitude 1 will be meaningless if we are not grateful to almighty Allah for his kindness upon us. His benevolence and blessings have made us capable. FOREWORD There are several information and related issues at hand for PEARL CONTINENTAL HOTEL.Our primary importance is the oral communication skills with in and out side the organization the and the human resource department that has the capability of performing functions such as: Job analysis, recruitment, training and development, performance appraisal, setting compensation policies and providing safety and health to their employees. 1 The quality or feeling of being grateful or thankful.

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Page 1: pc hotel rwp(oral communication)

PEARL CONTINENTAL HOTEL

Slogan of

PC Hotel Rawalpindi

“Focus on making things better not bigger”

ACKNOWLEDGEMENTS

“Starting with the name of ALLAH the most beneficent and the most merciful, whose blessings

are abundant,and favors are unlimited.”

As a mater a fact, people tend to forget those who are behind there achievements and have

stood for them whenever they need assistant.

Our gratitude1 will be meaningless if we are not grateful to almighty Allah for his kindness upon

us. His benevolence and blessings have made us capable.

FOREWORD

There are several information and related issues at hand for PEARL CONTINENTAL

HOTEL.Our primary importance is the oral communication skills with in and out side the

organization the and the human resource department that has the capability of performing

functions such as:

Job analysis, recruitment, training and development, performance appraisal, setting

compensation policies and providing safety and health to their employees.

This report covers all the aspects of oral communication skills and the human resource

management concepts presently applied in PC. On the basis of observation it has been

extracted2 that Human Resource in PC is highly motivated due to the perfect conditions

provided to them.

TABLE OF CONTENTS1 The quality or feeling of being grateful or thankful.2 To get, pull, or draw out.

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Introduction…………………………………………... 1

Vision and mission………………………………….. 3

Dominant features…………………………………… 4

Hierarchy……………………………………………… 5

Study regarding external clients…………………. 8

Survey requirement for clients…………………… 12

Medium of advertisement…………………………. 14

Structure of human resources department……. 16

Communication skills at the time of hiring…….. 18

Conclusion…………………………………………… 20

Bibliography…………………………………………. 21

Annexure……………………………………………. 22

Corporate profile…………………………………… 23

Gross room revenue………………………………. 25

PEARL CONTINENTAL HOTEL, RAWLAPINDI1

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INTRODUCTION

Parent organization : Pakistan Services Ltd (P.S.L)

Owner : Mr. Sadrudin Hashwani

Director H.R : Malik Nadeem Ahmed

Employee strength at PC: Approx. : 1100

Just ten to fifteen minutes drive from the airport, pearl continental hotel is situated right in front

of Signal Officer’s Mess and the road on which it exists is known as Mall road.

The PC Hotel is the city’s only deluxe hotel, which attracts the local and foreign travelers in

style. The hotel’s 200 guest rooms, with the exclusive suites, deluxe suites and the presidential

suite, have been tastefully decorated, well designed and provide the guests with all the facilities

and comforts, such as 30 satellite channels, 24 hrs in-house movies, international direct dialing,

mini bar & exclusive electronic safes .

In order to meet all the needs of the guests, the added facilities are also provided like for

example, a mosque, airport pickup services on request, laundry, flower shop, travel agency, car

rented service, valet parking, house doctor, authorized money changer, beauty salon for ladies

& barber shop for men.

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The hotel boasts of a number of excellent restaurants while the Banquet Halls, all of which could

be divided into three sections each, are equipped with the latest audio visual facilities, which

include video projection system, overhead projectors, slide projectors, & audio recording

equipment, which aid in making the meeting/seminars. The guest can also avail the hotel’s

recreational3 facilities such as the swimming pool, tennis court & the exercise room.

These following services and facilities are available to guests at PEARL CONTINENTAL

RAWALPINDI:

Laundry/Dry Cleaning Jewellery & Gem Shops Car Rental

Parking Baby Sitting Travel Desk

Airline Offices In-House Doctor Florist

Bookstore Business Centre Pharmacy

24 Hour Room Service Authorized Money Changers

The HR department is headed by Malik Nadeem Ahmed in PEARL CONTINENTAL HOTEL

Rawalpindi.

VISION

“We’ll open the doors; you’ll see what’s in store.”

We feel pride in making efforts to position Pakistan in the forefront of the International arena.

MISSION

“Our mission is to be the hotel recognized as the leader in the industry in any aspect. We are

committed to train and develop all our staff members allowing them to grow in their careers and

provide services and standards which exceed guest expectations.”

The mission statement clearly shows that it aims at becoming world-class leader in the service

industry. It also shows that the management at PEARL CONTINENTAL HOTEL believes in an

exceptional workforce to provide world-class service to their customers. They want to ensure

that not only they satisfy their customers but also delight them.

DOMINENT FEATURES OF PEARL CONTINENTAL3 A pastime, diversion, exercise

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Pakistan Services Limited (“PSL”) was incorporated in 1958 as a Public Limited company and is

quoted on Karachi Stock Exchange since 1964. The primary business of PSL is hospitality. It

initially operated under the management of Inter Continental Hotel; however, when Hashoo

Group acquired PSL in 1985 it changed the name of the Hotels to PEARL CONTINENTAL

HOTELs and became the largest and oldest five star hotel chain of Pakistan.

In October 1985 all the Inter Continental hotels in Karachi, Rawalpindi, Peshawar & Lahore

became the PEARL CONTINENTAL HOTELs. Another pearl was added to the chain in1992 at

Bhurban.

PEARL CONTINENTAL HOTELs is the first Pakistani chain which has achieved excellent

international standards of services, quality and product. 

Other dominant features are,

First five star hotel in Pakistan.

First started with four hotels.

History of hospitality.

Providing remarkable services from 1967 to till now.

Islamic culture as compared to other competitor.

After launching a hotel in Dubai it becomes an international hotel.

SURVEY REGARDING ORAL COMMUNICATION

Since PC Hotels are a part of the service industry, the HR element of the organization is

fundamental4 and carries a great value. We interviewed Malik Nadeem Ahmed who is the HR

Director at PC Rawalpindi regarding the role of oral communication flow with in and outside the

organization. He provided us with his valuable time to brief some important aspects

communication practices in PEARL CONTENENTAL.

SECTION1.

4 A foundation or basis

4

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HIERARCHY/COMMUNICATION FLOW

ORGANIZATION CHARTORGANIZATION CHARTPearl Continental Hotel, RawalpindiPearl Continental Hotel, Rawalpindi

GENERAL MANAGERGENERAL MANAGER

EXEC. ASST. MANAGER

EXEC. SECY

ROOM DIV. MGR DIR SALES H.R.MC.FDIR F&B C.E

EXECT. H.K

L.M

S.M

MGR M&C

PER.MGR

T.M

T.O. SUP

CRED.MGR

A/F&B M

BQT MGR

ACE HL&P

EXEC. CHEF

F.O.M

PUR.MGR

I.T.MGR

A.C.F

ACE R&MSECU.MGR

Open door system:

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There is a open door system in Pearl continental hotel .in open door system if an employee will have a problem he/she will directly come to the Manager of the department .their is no restriction between the lower level staff and the managers.

Bottom to top communication :

There is a top to bottom communication flow in pearl continantal hotel. if a low staff of any department have a problem within the organization he/she will directly report to the supervisor of that particular department and supervisor tries to solve that problem ,if the problem is difficult then the supervisor will go up step by step.

Top to bottom communication: From top to bottom communication there are instructions and orders which flow down wordly.This is the flow of orders and restriction from top to bottom in any department.The flow of instructions from top to bottom of pearl continentals HR department is given below:

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Horizontals Communication:

There is no horizontal communication flow in Pearls continental hotel.

Human Resource Manager

Director Human Resource

Human Resource Officer

TrainingManager

Time Office Supervisor

Cafeteria Manager

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SECTION2.

STUDY REGARDING EXTERNAL CLIENTS

The purpose of the conducted study is to evaluate the decision making process and its

implications; all five stages in the decision making model (problem recognition, information

search, evaluation of alternatives, purchase choice, and evaluation of outcome) are equally

important in finding out what

Consumer want and how they behave in this situation.

INFORMATION NEED

For external clients they require whole bio data specially identity card.due to the current

situation they are more concentrating towards the security of there hotel as well as there clients.

BUYING BEHAVIOUR

This survey aims to asses the behavior of PEARL CONTINENTAL HOTEL consumers as well

as to determine what characteristics and facilities are most important in making this high

involvement purchase.

To summarise

• There are five stages of consumer purchase behaviour

• Problem/Need Recognition

• Information search.

• Evaluation of purchases.

• Purchase decision.

• Post purchase behaviour.

• Culture has an impact on the company.

• Marketers should take into account Maslows hierarchy of needs.

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The research revealed that majority of hotel customers are business travellers. The attributes to

be most important to customers of five star hotels are price, cleanliness, and convenience of

location that are to be focused by the hotels in their future decisions.

Moreover we provide

Consumer’s Satisfaction.

Customer is king.

Availability of each and every facility.

Consumer’s privacy.

Good, polite and desired services.

Special staff for dealing with foreigners who’s language is other than English.

INTEREST

Broad issues that the Consumer Interest Forum works to advance include:

Outreach and networking:

They bui ld stronger relat ionships between consumers and organizations to:

Increase standards awareness among consumer representat ives,

including increased part icipation by government, consumers, business,

and trade associat ions.

They bui ld dialogue on key issues by providing a primary forum and

information source on consumer interest issues related to voluntary

standards and conformity 5 assessment.

They develop effect ive information exchanges among consumer

professionals.

Provide consumer a faci l i ty to give their feedback.

Policy development:

Facil i tate enhanced consumer interest part icipation throughout their service

process and organization.

5 Action in accord with prevailing social standards, attitudes, practices.

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Consumer participation:

Encourage consumer part icipation in the development of standards for

consumer products and services to identi fy and meet consumer concerns and

needs.

AGE GROUP

People lie in age group of generation X are the consusumers of PEARL CONTINENTAL.

Generation X

Householders born between 1965 and 1976 (averageage of 30) represent 21.7% of the market.

This segmentis characterized by new careers launched and families started. Their spending

priorities are more serious than those of Generation Y and are diffused among food, housing

and transportation. As their lifestyles are busy, this segment spends significantly more than

others on personal services such as domestic help and babysitting. They are also big spenders

on their kids.

It includes working class.

CEO’s, Managers, Company’s executives etc.

GENDER

Pakistan’s economy has not sustained the growth rates required to reduce the country’s dire

poverty. Today, nearly 40 percent of the population lives below the poverty line, an increase

from a decade ago. Several factors contributing to Pakistan’s disappointing economic

performance are well known:

Excessive defense spending at the expense of human capital development

Weak governance,

Corruption, instability,

Sectarian violence and the draining6 Kashmir conflict.

6 To draw off gradually or completely

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Another factor which has received less attention is Pakistan’s persistent, and in some cases

growing, gender disparities. The critical link between the status of women in society,

particularly literacy levels, and a nation’s economic growth is now well understood.

The low socio-economic status of women in Pakistan is beginning to be recognized as a

potentially significant drag7 on the country’s growth.

However, within PEARL CONTINENTAL there is no gender discrimination.

There consumers belongs to both the genders and they pay equal importance and attention to

both.

7 Action, or advancement.

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SECTION3

SURVEY REGARDING INFORMATION REQUIREMENT FOR

INTERNAL AND EXTERNAL CLIENTS:

INTERNAL CLIENTS

Most of the stake holders are internal clients of PEARL CONTINENTAL, and some of them are

listed below,

Board of directors

Employees

Management

Suppliers

Lenders

Regulatory authority

CBR(Central board of revenue)

SECP(Security and Exchange company of Pakistan)

To attract the internal client PEARL CONTINENTAL provides 50 percent discount.

EXTERNAL CLIENTS

Mostly the external clients of PEARL CONTINENTAL are,

Corporate clients

Pharmaceutical companies

Embassies

PIA

Development sector

Cell phone companies

Executives and Managers of different companies

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Foreigners

Here the question arises why the external clients select only the PEARL CONTINENTAL in the

presence of other five star hotels?

The most dominant reasons are,

History of hospitality.

They provide tradition wise in different provinces.

After launching a five star hotel in Dubai it becomes an International Five star chain.

For PEARL CONTINENTAL clients are the king.

Low prices as compared to competitors.

PEARL CONTINENTAL have Islamic environment as compared to others.

10 percent foreigners,90 percent Pakistanis. Majority is priority.

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SECTION4

MEDIUM TO REACH ITS CLIENTS

According to the Director HR,

It is a five star chain and a well known brand. We don’t need to tell the people about us. There is

no print and electronic media advertisement like others do.

We put our selves at some level means we have a very high standard, and we are not doing

any sort of road advertisement , because we don’t need that.

We have corporate level clients, for capturing those there is no need of such advertisements.

To give information regarding our different packages,

We show our packages on billboards with in PEARL CONTINENTAL boundary.

Broachers for those who came hare on different functions.

Electronic media with in PEARL CONTINENTAL. TV’s are placed at different places with

in the hotel.

WAYS OF REACHING TO EXTERNAL CLIENTS

According to the Director HR we have our sales department just to enhance our sales.

Each sales manager have 15 to 20 register companies like,

Pharmaceutical companies

Embassies

PIA

Development sector

Cell phone companies

Yamaha

Needo

Nestle

Unilever

And they should keep on visiting to those companies. Sales department managers deals with all

the five star business in the market.

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We are having our regional offices as well for sales management purposes purposes. If a

company wants to launch a new product or wants to conduct an annual function our regional

offices refers them to different hotels according to there largess of function and capacity point of

view.

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SECTION 5

STRUCTURE OF HUMAN RESOURCE DEPARTMENT AT PC

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DIRECTOR HUMAN RESOURCE

MANAGERHUMAN RESOURCE

HUMAN RESOURCE EXECUTIVE

ADMINISTRATION OFFICER

ADMINISTRATION SUPER-VISOR

OFFICE ASSISTANT

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OBJECTIVES OF THE HUMAN RESOURCE DEPARTMENT

Job analysis

Selection

Recruitment

Orientation

Training

Review benefits

HIRING PROCESS

HR Department plays a vital rule in hiring process.

RECRUITMENT AT PC

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Employment planning & forecasting

Recruiting: Build a pool

of candidates

Applicants complete

application form

Use selection

tools; tests to screen-

out

Director or department head interview final candidates to make

final choices

Candidate becomes employee

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JOB SPECIFICATION

Once you are aware of the type of person you are looking to fit your job vacancy, you can now

design a "Job Specification" profile.

In PEARL CONTINENTAL HOTEL, the job specification includes:

Qualification of employee

Experience of employee

Training or development needed for the particular job

Personal attributes required for the job

Interpersonal skills and communication skills.

COMMUNICAION SKILLS AT THE TIME OF HIRING

At the time of hiring the importance of communication skills differ with the post of the employee

and the job situation.

There are two types of employees with in PEARL CONTINENTAL, For both the education and

communication skills requirement is different.

1) In front of the house

In front of the house has to communicate with the clients, it includes,

Waiters

Sales managers

Receptionists

Duty managers

Supervisors

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Departmental trainers

For waiter we demand at least inter person, because inter person have the idea to understand

and ability to answer the client.

Waiter’s have no prolong8 communication is limited from yes! To no.

Sales managers have a lot conversation on daily basis, he should have to be fluent in English,

should also have dynamic communication skills.

Receptionists have to give information to the customers, and there conversation is much more

as compared to the waiters. They are selected on the basis of there communication skills.

Duty managers, Supervisors, and Departmental trainers have direct conversation with the

clients and as well as employees, so command in communication skill matters a lot for there

recruitment.

TRAINING & DEVELOPEMENT

Steps used for the training and development of employees at PEARL CONTINENTAL HOTEL

are as follows;

They provide training their employees on the job and also off the job.

In Pakistan very few organizations are able to provide trained workforce for the hotel

industry in accordance with international standards.

The human resource department of PEARL CONTINENTAL HOTEL has to recruit and

select the untrained candidates and train them according to their own needs.

PC hotel also use different Training centers at locations like they send their employees

out of country for training.

Safety training is also provided to the employee.

8 Extended

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2) Back of the house

For back of the house communication skills are not so much important, because they don’t have

any sort of communication with the clients of PEARL CONTINENTAL. It includes,

Production department.

Engineering department.

Laundry department.

Cleaning department.

Security department.

CONCLUSION

After a thorough study of all the departments of PEARL CONTINENTAL RAWALPINDI

we can conclude that PC is a huge name in the hotel industry and its Human Resource

Department and other departments are working dynamically to pursue its organizational

goals. This project has given us the realistic view of how the oral communication

practices are followed in any huge and high level organization.

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BIBLOGRAPHY

REFERENCES

Malik Nadeem Ahmed

Director Human Resources

Mobile:+92 (300) 5003674

E-Mail: [email protected]

Website:www.pchotels.com

Abdul Samad

Trainee (Business administration student)

Mobile: 0 (333)-538(2535)

Babar Imtiaz

MBA. (HR)

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ANNEXTURE

IT INCLUDES:

Memorandum

Corporate Profile

Gross room revenue of PEARL CONTINENTAL HOTELS

MEMORANDUM

Muhammad Umar

Features and purpose, information regarding, internal and external clients,

medium of advertisement.

Farrukh Imtiaz

Introduction, recruitment of employees.

Muhammad Haris Niaz

Hierarchy, study of external clients in terms of their information need.

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CORPORATE PROFILE

Board of directors

Audit Committee

Human Resource andRecruitment Committee

Mr. Sadruddin Hashwani Ms. Sarah Hashwani Mr. Vazir Ali F. Mohammad

Mr. Sadruddin Hashwani Mr. Murtaza Hashwani Mr. Malik Nadeem

Ahmed

Mr. Mansoor Akbar Ali Mr. Shiraz Noordin

Compensation Committee 

Mr. Sadruddin HashwaniMs. Sarah HashwaniMr. Vazir Ali F. Mohammad

 Company Secretary 

Chief Financial Officer

Mr. Mansoor Akbar Ali Mr. Shiraz Noordin

 Bankers 

Auditors

Habib Bank Limited National Bank of Pakistan PICIC Commercial Bank Limited Saudi Pak Commercial Bank Ltd.

Taseer Hadi Khalid & CompanyChartered Accountants

Legal Advisor

Mr. Sadruddin HashwaniMr. Murtaza Hashwani 

Chairman Chief Executive

Ms. Sarah Hashwani Mr. Vazir Ali F. Mohammad  Mr. Syed Sajid Ali Mr. Mansoor Akbar Ali Mr. Shiraz Noordin

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Union Bank LimitedLiaquat Merchant & Associates

 

Registered Office Credit Rating Agency

A-9 Mohammad Ali Bogra Road Bath Island, Karachi, Pakistan Tel : 021-5872941-4 Tlx : 21259 HOTEL PKFax :021-5879872-73http://www.pchotels.com.pkhttp://www.hashoogroup.com.pkhttp://www.pchotels.bizhttp://www.hashoogroup.biz

JCR-VIS Credit Rating Company Limited

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Teacher’s remarks

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