pearl continental hotel

MOHAMMAD ALI JINNAH UNIVERSITY

“INTRODUCTION TO HUMAN RESOURCE MANAGEMENT”

Final Report on: “Stages Of Dying ”

Presented To: Maam Zaibunnisa.

Presented By: M. Wajih (SP08-BB-0081)

Rana Afaq (Sp08-BB- )

Ramiz Khan (Sp08-BB-0093)

Mubashir (Sp08-BB- )

Mohammad Ali Jinnah University 1

ACKNOWLEDGEMENT

“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 will be meaningless if we are not grateful to almighty

Allah for His kindness upon us. His benevolence and blessings have

made us capable.

We are extremely grateful to our course instructor Mr. Aftab Ahmed

who spent a lot of valuable time with us and gave all the related

information and expertise very generously about related courses


Table Of Content:

Contents:

1. HISTORY........................................................................................................................4INTRODUCTION:..............................................................................................................4 VISION:.......................................................................................................................5 MISSION:....................................................................................................................52. OBJECTIVES OF THE HUMAN RESOURCE DEPARTMENT:................................5 STRUCTURE OF HUMAN RESOURCE DEPARTMENT AT PC:......................63. PEARL-CONTINENTAL HOTEL’S HR ROLE IN EXECUTING STRATEGY:.......7 HR’S ROLE AS A STRATEGIC PARTNER:........................................................74. RECRUITMENT:............................................................................................................8 RECRUITMENT AT PC:.........................................................................................8 RECRUITMENT PROCEDURE:............................................................................8 RECRUITMENT PRACTICES AT PEARL CONTINENTAL HOTEL:..............10 SOURCES OF RECRUITMENT AT PC:.............................................................10 INSIDE CANDIDATES:........................................................................................11 OUTSIDE CANDIDATES:....................................................................................11 INTERNEES A SOURCE OF OUTSIDE CANDIDATES:...................................11 JOB ANALYSIS:...................................................................................................11a) JOB DESCRIPTION:.................................................................................................12b) JOB SPECIFICATION:.............................................................................................13 JOB EVALUATION:..............................................................................................135. SELECTION:................................................................................................................14 SELECTION PROCEDURE AT PC:....................................................................156. INTERVIEW:................................................................................................................167. ORIENTATION............................................................................................................178. TRAINNG & DEVELOPMENT:..................................................................................17 TRAINING APPRAISAL:.....................................................................................189. PERFORMANCE APPRAISAL PROCESS AND METHODS...................................1910. CHALLENGES FOR THE HUMAN RESOURCE DEPARTMENT........................2011. CONCLUSION:..........................................................................................................2112. RECOMMENDATIONS:............................................................................................22

Attached Questionnaire of our PROJECT:..............................................................................22


1. HISTORY:

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.


INTRODUCTION:

Located in the heart of the business hub and 15 km from the airport,

Pearl Continental Hotel Karachi - is a preferred choice for discerning

corporate and leisure travelers. Vibrant and progressive, it retains the

warmth and the spirit of Pakistan, while offering a variety of rooms,

stylish restaurants and contemporary business facilities, establishing

itself as an undisputed, premier business hotel. Whilst not forgetting

that Karachi is the city of dreams, an all enveloping sensory roller-

coaster ride which leaves you delighted and inspired at the same time.

There is a lot more to this city than what meets the eye.

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.

2. OBJECTIVES OF THE HUMAN RESOURCE DEPARTMENT:

1. Job analysis

2. Selection

3. Recruitment

4. Orientation

5. Training

6. Review benefits

STRUCTURE OF HUMAN RESOURCE DEPARTMENT AT PC:


Like all other HR Departments PC’s HR Department is responsible for

managing all the activities related to Human resource.

PC has the following Human Resource Management functions

1. Personnel planning

2. Recruitment

3. Selection

4. Interview

5. Orientation

6. Training

7. Performance appraisal

8. Benefits & Compensations

9. Health & safety

Mohammad Ali Jinnah University

DIRECTOR HUMAN RESOURCE

MANAGERHUMAN RESOURCE

HUMAN RESOURCE EXECUTIVE

ADMINISTRATION OFFICER

ADMINISTRATION SUPER-VISOR

OFFICE ASSISTANT

7

3. PEARL-CONTINENTAL HOTEL’S HR ROLE IN EXECUTING STRATEGY:

Pearl-continental hotel’s functional strategies support its competitive

strategies. To play a role in executing strategies PC must require

highly committed employees which are the part of the PC culture.

This means PC, begins its HR processes to create a committed,

competent, and customer-oriented workforce. Hotel’s HR department

supports strategy implementation in many ways. When HR played a

strategic role it becomes a good culture of PC.

HR’S ROLE AS A STRATEGIC PARTNER:

PEARL CONTINENTAL HOTEL can also play a vital role in making

strategies with other departments as well. They make their own

forecasting plans. Our view is that pear-continental hotel’s HR is

strictly operational and that HR activities are not strategic but it can

help organization in making strategies. HR can also adapt the

strategies made by the organization for them. Mostly the top

managements craft the strategies of the organization. The strategies

made for the HR dept. are then programmed to execute that strategy.

For Pearl-Continental Hotel’s strategies there is a matching human

resource strategy.


Here, HR’S role is not just to adapt its activities neither to the PC’s

business strategy, nor, certainly, just to carry out operational day-to-

day tasks like paying employees.

RECRUITMENT AT PC:


RECRUITMENT PROCEDURE:

The organization recruiting procedure is based on the nature of Job.

What kind of the job is it? Is it job for labor or some managerial level?

It depends upon the kind of work job contains, for permanent

employees is different, contractual is different.

Then according to the requirement, job specification and job

description is prepared by the HR manager. The immediate supervisor

has to actually tell about the place to be full-filled. HR manager then

has to consult with GM of the particular unit. After the proposal has

been discussed the approval is given.

Mohammad Ali Jinnah University

Recruiting: Build a pool of candidates

Use selection tools; tests to screen-out applicants

Applicants complete application form

Recruiting: Build a pool f candidates

10

Employment planning & forecasting

1. PC does not rehire employees which have gone. They prefer fresh

graduate’s employees.

2. Job posting is maximum of 9 months and minimum of 3 months.

During this period if the hired employee is found to be unsuitable

the next most suitable candidate is called from the waiting list to

replace him.

3. They hire permanent, monthly basis, and also daily basis

employees.

4. For labor work PC uses contractors to provide them with the

specified no. of employees as required. These employees are hired

by contractors on daily wages.

5. The organization does not go for child labor as it is unethical and

against the policies of major business firms.

6. They provide 100 % Diversity (Equal opportunity to both genders).

7. Applications from candidates are kept in separate files according to

the job titles and whenever there is a vacancy available.

Recruitment and selection is the process of:

“Creating a pool of well qualified and talented candidates and choosing the best candidate from that pool.”

The recruitment and selection process in an organization has to be

aligned with the corporate mission and objectives.


RECRUITMENT PRACTICES AT PEARL CONTINENTAL HOTEL:

PEARL CONTINENTAL HOTEL has standard a list of jobs that are

filled in accordance with international standards. However these lists

are not permanent and new jobs are added to it keeping in view the

changing needs of the workforce. A new vacancy in PEARL

CONTINENTAL HOTEL may arise because of the need to replace the

retiring staff, dismissed staff, promoted staff or replacing an employee

on job rotation. In case a department needs to fill in a vacancy, head

of that particular department sends a requisite form to the Personnel

Manager. The form contains specifics, e.g. whether the position is for

a new employee or a replacement, qualifications required for the job

and its respective justifications. This requisition form is sent to

Personnel Manager and General Manager respectively for their

approval

SOURCES OF RECRUITMENT AT PC:

INSIDE CANDIDATES:

As soon as a position is vacant a memo is issued throughout the

organization. The employees interested in the vacant position drop

their application forms at HR department. The other source for

internal candidates is referrals.


OUTSIDE CANDIDATES:

There are no means used for attracting the outside candidates. PC

makes no advertisements. The word of the mouth from the existing

candidates does the job of getting out side candidates. Internees are

one of the sources of the outside candidates.

INTERNEES A SOURCE OF OUTSIDE CANDIDATES:

Basic requirements for internees are the hotel management degrees

and diplomas/certificates in hotel management. The referred

candidates are given priority. Minimum duration of internship is one

month whereby internees are not paid. Free food and laundry services

are however provided.

JOB ANALYSIS:


At PC job description is prepared for only managerial level post. The

job description is written by the HR department, the employees who

are performing/ has performed the specific job make their

contributions by listing down their activities in provided diaries/logs &

then presenting them to the HR department which consequently

writes down the specifications for the personnel required.

a) JOB DESCRIPTION:

Job descriptions are lists of the general tasks, or functions, and

responsibilities of a position. Typically, they also include to whom the

position reports, specifications such as the qualifications needed by

the person in the job, salary range for the position, etc. Job

descriptions are usually developed by conducting a job analysis, which

includes examining the tasks and sequences of tasks necessary to

perform the job. Job descriptions are used especially for advertising to

fill an open position, determining compensation and as a basis for

performance reviews. In PEARL CONTINENTAL HOTEL, the job

description contains:

1. Skills and Efforts.

2. Tasks.

3. Responsibility.

4. Outlines of the Duty.

5. Whom to Report the Task


6. Everything is mentioned in it for the employees in a very

detailed manner.

b) 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:

1. Qualification of employee

2. Experience of employee

3. Training or development needed for the particular job

4. Personal attributes required for the job

5. Interpersonal skills and communication skills.

JOB EVALUATION:


Job Evaluation is the methods and practices of ordering jobs or

positions with respect to their value or worth to the organization.

According to PEARL CONTINENTAL HOTEL following factors are

considered important while making job evaluation which is:

1. Complexity of the Job.

2. How much Stress one can Bear.

3. Available Budget for Compensation.

4. Experience Required for the Job.

5. Company Need for the Employee for that Job.

6. Abilities required performing a Job.

7. Method used for Job Evaluation.

According to PEARL CONTINENTAL HOTEL, the method used for Job

Evaluation is as follows:

Classification Method.

Ranking Method.

Point Method.

PEARL CONTINENTAL HOTEL use Classification Method when an

employee is performing well and has a chance to get promoted with

the same position but at higher level. On the other hand PEARL

CONTINENTAL HOTEL believes that there hierarchy is flat in nature.

Due to which they consider that the pays varies according to the

position of the hierarchy. The top management will get more salary as

compared to employees of middle management. According to this

policy PEARL CONTINENTAL HOTEL is also following ranking

method.


5. SELECTION:

Selection varies according to the job post. At PC for some jobs (i.e.

chefs) they use work sample testing technique, whereas the basic

criteria for testing and selection listed are:

1. Appearance & Grooming.

2. Professional Qualifications.

3. Experience & Knowledge of Job applied for.

4. Communication Skills in English.

5. Balance Poise & Maturity.

6. Potential for Growth.


7. Reasoning & Judgment.

8. Computer Skills.

SELECTION PROCEDURE AT PC:

1. Firstly they trickle downs the CV’s. Then call only those for the

interview which have been selected.

2. Selection is based on the eligibility of qualification and

experience. If the candidate has the qualification and experience

according to the job specification then he is called for the

interview.

3. Minimum qualification is matriculation for the lower level staff.

And the minimum Qualification is bachelors for the upper level

staff.

They avoid negligent hiring because they are running five star hotels.

6. INTERVIEW:

Step by step procedure is followed in the interviews.


1. The candidate is first interviewed by the manager of PC and the

Director HR. This interview is unstructured, the HR manager

asks frequent question to screen out the eligibility and potential

of the candidate. After conducting interviews from all the

candidates he prepares a list of the capable candidates.

2. The second step, in this step the selected candidates are called

again for the structured interview which is to be conducted by

head of the particular department.

3. In such interviews general knowledge questions which are

related to the job are asked from the candidates. And also the

behavioral based question that what would be the behavior and

how a candidate would be performing in a given certain

situation. This helps them to judge the personality,

temperament, attitude, and the minimum stress could be

handled by the candidate.

4. The example of the whole procedure can be such as, like an

assistant marketing manager is required so he would be first

interviewed by director human resource manager then would be

going through a panel interview in which certain job related

question will be asked such as, describe 4 P’s of marketing or

consumer market and consumer buyer behavior etc. In their

opinion behavioral interviewing is a good screening process to

screen out the best of the best people.

For top level they also have Panel interview.


7. ORIENTATION :

1. New employees of 2 days orientation program. The employee is

given a brief introduction of the hotel, about every department,

working environment in which he has to work, and of the work

related colleagues.

2. The employees are also provided with the job description of

their work at the time of orientation, which guides them for

there services they have to provide, and also introduced to the

rules and regulation of the company which includes.

3. There is a difference in the dress code of each employee from

top to bottom.

4. Employee should respect the privacy of another employee

8. TRAINNG & DEVELOPMENT:

Steps used for the training and development of employees at PEARL

CONTINENTAL HOTEL are as follows;

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

job.

2. 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.

3. PC hotel also use different Training centers at locations like

they send their employees out of country for training.

4. Safety training is also provided to the employee.

TRAINING APPRAISAL:

After training, the trainee performance is appraised by the immediate

supervisor. The immediate supervisor in PEARL CONTINENTAL

HOTEL evaluates trainee performance on trainee’s assignment, tests

and on the job work. This appraisal is very important and it helps a lot

in judging trainee’s behavior. This appraisal also helps to evaluate

employees for promotion. This appraisal shows trainees:

1. Ability/Desire to learn new things.

2. Knowledge.


3. Leadership qualities.

4. Quality Consciousness.

5. Discipline.

6. Attitude.

7. Flexibility.

8. Personality.

9. Strengths.

10. Weakness.

The immediate supervisor gives his remarks (assessment) according

to trainees work and also attaches his tests and assignments during

training with that form. These appraisal forms are sent to HRD for re

evaluation and they keep these forms as a record of employee’s

performance.

9. PERFORMANCE APPRAISAL PROCESS AND METHODS:

1. Appraisal is essential for enhancing the productivity of

employees and to bring quality improvements in the overall

performance of the organization.


2. At PC appraisal is done by the head of the specific department

whose employee is being appraised. The appraisal method used

at PC is “Graphical Rating Scale”.

3. Employees’ promotion (or demotion) is finally approved by the

HR Manager. Appraisals are conducted every three months a

year.

The most important factors that are considered while appraising an employee are:

Appearance

Conduct

Professional Work

Leadership & Teamwork

Planning & Organization

Initiative & Creativity

Communication

Training Skills

Business Attitude & Operational Performance

Achievements of Objectives

Besides this they also consider their customers feedback regarding

employee performance in order to bring quality improvements.

4. .An immediate supervisor plays an important role in

performance appraisal. The actual appraising is done by the

immediate supervisor of each employee. After rating an

employee the supervisor consults with the HR manger and then

both of them decide how much to compensate each employee

and who is to be promoted?


5. When an employee is promoted, he/she is required to meet the

new post requirements. For example qualification, the employee

is ought to assure that he/she is the student of the required

program.

10. CHALLENGES FOR THE HUMAN RESOURCE DEPARTMENT :

In order to manage people effectively in today’s world of cut throat

competition, it is vital to understand and appreciate the significant

competitive, legal and social issues. The human resource department

of PEARL CONTINENTAL HOTEL has to cope with internal as well as

external challenges to ensure the achievement of its mission. Some of

the internal and external challenges faced by the human resource

department are presented below:

1. Relationship between the Workforce and Management.

2. Managing a Dynamic Environment.

3. Conflict Management.

4. Managing Workforce Diversity.

5. Lack of Trained Workforce.

6. Global Competitive Environment.

7. Economic Challenge.

8. Loyalty of Employees.


11. CONCLUSION:

After a thorough study of Human Resource Department at Pearl

Continental, Lahore we can conclude that PC is a huge name in the

hotel industry and its Human Resource Department is working

dynamically to pursue its organizational goals. This project has given

us the realistic view of how Human Resource practices are followed in

any organization.

12. RECOMMENDATIONS:

1. PC should send its managers/employees to abroad for training

purpose for it will ultimately improve the organization’s overall

performance.

2. Internees should be paid for their services.

3. More flexible benefits plans should be introduced for employee

so they can choose which suit them the best.

4. As PC doesn’t have any special program to bring the outside

talent in, so they need to take this area under consideration.

5. More incentive programs should be introduced to maintain

employee motivation.


Attached Questionnaire of our PROJECT:

Q No. 1: What are the key values of PC Hotel’s culture?

Ans: Integrity, Loyalty, Personality, Safety & Security etc.

Q No. 2: Describes the hierarchy of Human Recourse department?

Ans: DHR – MHR – HR- Exec – Admin Officer – Admin – Supervisor –

Office Assistant.

Q No. 3: Which methods PC use to analyze and evaluate the job?

Ans: We have a revised JDs and Job Specification System to evaluate

the job.

Q No. 4: Do you plan any pool of application to fill-up vacant post?

Ans: No

Q No. 5: What type of test you conduct at the time of recruitment?

Ans: Just a Personality Test, English, Presentation.

Q No. 6: What methods you adopt for screening candidates?

Ans: We have two days walk in interviews in a week.

Q No. 7: How you train and develop your employees?

Ans: We have a proper Training and development Department.

Q No. 8: Describes your performance appraisal method?

Ans: Not a particular one.


Q No. 9: Have you any compensational plans for new and current

employees you offer?

Ans: We have Bonuses, Hajj Lucky Draw etc.

Q No: 10: Do you offer any after job benefits to your employees?

Ans: Yes we have, Medical Facility, Hospitalization Insurance, Life

Insurance, Discount on Rooms and Restaurants etc.

QNo.11: Through which techniques you handle the stress among

employees?

Ans: We have a counseling system and have proper training session

regarding stress management.

Q No. 12: What are your social responsibilities being HR executive at

PEARL CONTINENTAL HOTEL?

Ans: My Social Responsibilities are to look after employee relation,

arranging their social activities like birthday Parties, Ladies Get

together etc.

Q No.13: what type of decisions you usually take, under the condition

of uncertainty or risk?

Ans: It depends upon the type of Risk.

Q No. 14: Describe the tools you use for planning?

Ans: Like Business Plan, Goal Setting Plan etc.

Q no. 15: For which type of activities you adopt strategic, operational

specific, standing or single use plan?

Ans: For Development, Growth, etc.


Q No. 16: Do you allow the employees to participate in developing

plans in your department?

Ans: Yes, we are.

QNo.17: How you handle candidates interviewed individually, in

group or through panel?

Ans: Depends upon the nature of the job. For top level we have Panel

interview also.

Q No. 18: What is your employee turnover?

Ans: It varies all the time.

Q No.19: What type of communication between managers and

employees?

Ans: Two way communication.

Q No. 20: How you motivate your employees for good performance?

Ans: We have Employee, Supervisor of the month, Departmental

Champion, Honesty Awards etc.


pearl continental hotel

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