BAHRIA UNIVERSITY ISLAMABAD
BBA 1, Management Final Project
earl Continental Hot
Syed Harris Laeeque
Zain Ali Shah
“IN THE NAME OF ALLAH THE MOST MERCIFUL AND BENEFICENT”
First and foremost gratitude to Al-Mighty ALLAH the most merciful and
beneficent, who created human being, bestowed him wisdom to seek
knowledge of various sciences and spread it among others to make the
world happier and prosper.
We have no words at our commands to express our deepest
sense of gratitude of Al-Mighty ALLAH who enabled us to complete our
project against all odds.
We acknowledge the untiring efforts of our teachers especially
Madam Amina, who has been a beacon of light for us. She broadened our
horizons by allowing us to research on our own and gave us free will to
write whatever we wanted to. We also thank her that she taught us to
analyze things on the basis of facts, figures and ground realities.
We would also like to thank all those people who helped us
during this project. We are great full to all those who helped us and
participated in the surveys.
And at the last but not least most important of them all our
parents we all thank them for their prayers and patience for letting us
doing all the work by ourselves.
Hashoo Group of Companies was established under the leadership of Mr. Sadruddin
Hashwani. In a period of some three decades he through his single handed dedication and
commitment to the Profession has transformed this Group in to a leading industrial group
of Pakistan, well known for its forward-looking approach, and highest standards of
quality and integrity.
Starting with Cotton Trading, Hashoo Group of Companies today boasts the only chain 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 provincial capitals and
the Federal Capital except one. Today, Hashoo Group of Companies besides hotel industry
encompasses oil and gas exploration, mining, ceramics, pharmaceuticals, tourism and
travel. It also has considerable investment in real estate. Mr. Sadruddin Hashwani 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 Group known 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, which has
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 picturesque
Murree hills, Construction of new wing called Atrium Wing of The Pearl Continental Hotel
Lahore equipped with the most modern amenities, Continual up-gradation and
modernization of Pearl Continental Hotels and Islamabad as well as Karachi Marriott
Hotels, Acquisitions of the state-of-the-art Ceramics Factory to design and produce
crockery and a plant known as Gelcaps to manufacture halal gelatine capsules for the
pharmaceutical industry according to the most stringent quality standards. Mr.
Hashwani’s Vision 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 is that 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 the deprived.
Through this Foundation he not only fulfils his corporate responsibilities but also more
importantly his unwavering commitment to promoting the good of common man.
Pakistan Services Limited
Pakistan Services Limited was incorporated in 1958 as a Public Limited Company
and is quoted on the Stock Exchange. It owns and operates the Pearl Continental
Hotels (formerly Inter Continental Hotels) and is recognized as the largest and
oldest hotel company in Pakistan.
Pearl Continental Hotels is the first Pakistani chain which has achieved excellent
international standards of quality products and services. In recognition of its high
standard, the Pearl Continental Hotel, Karachi was conferred the prestigious
membership of the quot;Leading Hotels of the Worldquot;, an exclusive global organization
of deluxe hotels established in 1928.
Pearl Continental Hotels, beside in -house reservations network, are also linked with
Utell International to have international exposure and overseas reservation
Investment in people and human resource development is an ongoing process in the
Hashoo Group. New management concepts and intensive training programs have
been introduced at all levels of supervisory and managerial positions through
establishment of an in-house Training School located at Pearl Continental Hotel,
Bhurban. The Training School looks forward to imparting systematic and scientific
knowledge of the operations of both tourism and hospitality business.
Pearl Continental Hotels have become synonymous with a tradition of personal
services, efficiency, convenience and guest satisfaction.
Mr. Sadruddin Hashwani
Mr. Sadruddin Hashwani hails from an illustrious family of Karachi. In 1960,
he entered the business of cotton trading and through his hard work and
genius he within a decade emerged as a prominent businessman on
Pakistan’s Industrial 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
In 1972, Mr. Hashwani diverted his attention to other business ventures in
diverse areas such as hoteliering, real estate, trading, and property
development. Again he made history when in less than a decade, he earned
the reputation of a highly successful hotelier.
In 1978 and 1981, he consecutively built Holiday Inn Hotels first at
Islamabad & then at Karachi under the banner of Hashwani Hotels Limited.
In 1992, these hotels were totally revamped and refurbished to qualify for
the well-known international 5-Star hotel chain Marriott. The Islamabad
Marriott and the Karachi Marriott to day enjoy the same reputation as any
other highest-class hotel anywhere in the world.
Board of Directors
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
Audit CommitteeHuman Resource and Recruitment Committee
Mr. Sadruddin Hashwani Ms. Sarah Hashwani Mr. Vazir Ali F. MohammadMr.
Sadruddin Hashwani Mr. Murtaza Hashwani Mr. Vazir Ali F. Mohammad Mr.
Mansoor Akbar Ali Mr. Shiraz Noordin
Mr. Sadruddin HashwaniMs. Sarah HashwaniMr. Vazir Ali F. Mohammad
Company Secretary Chief Financial Officer
Mr. Mansoor Akbar AliMr. Shiraz Noordin
Habib Bank Limited National Bank of Pakistan PICIC Commercial Bank
Limited Saudi Pak Commercial Bank Ltd. Union Bank LimitedTaseer Hadi
Khalid & CompanyChartered Accountants
Liaquat Merchant & Associates
Registered OfficeCredit Rating Agency
A-9 Mohammad Ali Bogra Road Bath Island, Karachi, Pakistan Tel :
021-5872941-4 Tlx : 21259 HOTEL PK Fax :021-5879872-73 http://
www.pchotels.com.pk http://www.hashoogroup.com.pk http://
www.pchotels.biz http://www.hashoogroup.biz JCR-VIS Credit Rating
Pearl Continental Hotel, Rawalpindi
EXEC. ASST. MANAGER
ROOM DIV. MGR DIR SALES DIR F&B C.F H.R.M C.E CRED.MGR I.T.MGR
F.O.M S.M A/F&B M A.C.F PER.MGR ACE HL&P
EXECT. H.K SECU.MGR ACE R&M
BQT MGR PUR.MGR
Environment of professional
We are committed to dynamic growth and service excellence built upon our heritage of traditional hospitability.
We strive to consistently meet and surpass guests, employees and other stake holder’s expectations. We feel
pride in making efforts to position Pakistan in the forefront of the international arena.
Listening and two way interaction
– Growth and development for all:
Competence and contribution as the only basis for job security.
Promotion from within
Learning environment and opportunities
Provision for world class education and training
Aligning people with latest trends.
Sense of ownership
– Recognition Reward:
Performance based evaluation
Setting ever-rising standards of performance.
Introduction to Pearl Continental Hotel R.W.P:
Only ten minutes drive from the airport and in close proximity to the down
town shopping centers, the PC Hotel is the city’s only deluxe hotel, which
caters to local and foreign travels in style. The hotel’s 200 guest rooms, with
the exclusive suites, deluxe suites and the presidential suite, have been
tastefully decorated 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 and exclusive electronic safes to name a
few. All these go a long way in marketing the guests stay in the hotel most
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, concierge, flower shop, travel agency, car rented service, valet
parking, house doctor, authorized money changer, beauty salon for ladies &
barber shop for men.
The hotel boasts of a number of excellent restaurants while the Banquet
Halls, all of which can be partitioned into three sections each, are equipped
with the latest audio visual facilities, which include video projection system,
overhead projectors, slide projectors, and audio recording equipment, which
aid in making the meeting/seminars a complete success.
The guest can also avail the hotel’s recreational facilities such as the
swimming pool, tennis court & the exercise room
Nature of the Organization:
The services offered by this hotel are come under hybrid
category of offer. The offer consists of equal parts of goods
and services. People patronize hotels for their food and their
services, rooms and their services.
The services offered by the PC Hotel are:
– Both equipment-based as well as people based.
– Requires the client’s presence.
– Meet both a personal need as well as business need.
– Having the objective (i.e. profit-oriented) and ownership (public
Total revenue (Yearly) = 3 Million approx.
Operating expenses are 70-80% of the hotel revenue.
Non-operating expenses and depreciation are almost 10 % of
the total revenue.
So the left out profit is 10-15 % of the total revenue.
Number of Employees:
The total numbers of employees working in PC Hotel Rawalpindi are more
than 600 out of which 427are permanent while remaining are on daily
wages. Major portion of employees are working in F&B (food and
beverage) department and housekeeping department. Because, as we
know that hotel industry basically deals with restaurants and rooms, so to
make and maintain their standards concerning these areas (rooms and
restaurants) employees are needed. They are also needed to cook and
serve food and to maintain the services in halls, to maintain rooms &
services in rooms. 23 numbers of employees are working in the Human
Resource Department of them 5 are working in HR Office.
Product Line of PC Hotel RWP are as follow:
Overview of Human Resource Department
The primary objective of the Human resource Department is to
provide detailed guidelines, for the various procedures, which
cover the company policies for personnel, training and security
i.e., to oversee and direct all aspects of personnel operation
which cover the following: -
Career Counseling/legal/employee relation.
Review personnel policies.
Review benefits/compensation etc.
Develop employee security/safety measures.
Central Focusing Theme of HR Department:
“We Are Committed To Dynamic Growth And Service Excellence
Built Upon Our Heritage Of Traditional Hospitality. We Strive To
Consistently Meet And Surpass Guests’, Employees’ And Other
Stake Holders’ Expectations. We Feel Pride In Making Efforts To
Position Pakistan In The Forefront Of The International Arena.”
Vision statement is further broken into following to help the
organization to achieve its objectives successfully.
To excel in providing five star services and product
Recognizing that a satisfied customer is the ultimate goal.
Having satisfied and motivated associates.
Positioning for changing customer needs by bringing more
variety and customization to the product.
Improving physical structure and equipment.
Positioning the hotel to cope with upcoming competition.
Providing personal example of excellence and attention.
Efficiently handling of human resources to help the management
in achieving hotel objectives.
Functions of HRM Department in PC
– Recruit new personnel whenever it receives
Vacancy Notices from any of the department.
– Imparts induction and on-going training to the
– Union contracts.
– Review personnel policies.
Human Resource Department
This department basically deals with the matters like payroll,
admin, training & development, recruitment, discipline hygiene,
pay and allowances, leaves, security etc of the employees of the
Slogan of HR Department
PC Hotel Rawalpindi
“Focus on making things better not bigger”
This department is headed by Human Resource Manager
assisted by Asst Personnel Manager, then Sr. Personnel Officer
then Staff Oriented Officer, Sr. Training Coordinator and Sr.
Time Office Supervisor this is the team, which looks after the
HRM requirements of entire employees (more than 600
employees), which includes all the function of HR department.
Tasks / Responsibilities:
Human Resource Manager:
The Human Resource Manager of PC Hotel is responsible for the
direction, supervision and administration of all staff other than executives.
General duties of Personnel manager are as under: -
Organizes and directs the efficient and timely hiring for all levels of
employees, including Executive Committee Members for the Hotel. Hiring
should be in conformity to companies hiring policy.
Responsibilities to include the following: recruiting of qualified candidates
from all available sources, e.g., Internal & External referrals, advertising
campaigns, employment agency contacts; screening & interviewing
candidates; scheduling candidate interviews with department heads;
performing reference checks; making hire/no hire recommendations to
responsible management; and make offers of employment and subsequent
follow-up to effectively meet all manpower needs and maximize the cost
effectiveness of the hotel’s operation.
Arranges computerization of HR records.
Organizes HR records, arranges its storage and retrieval. Ensures
classified information and all personnel data are kept under proper
security and confidentiality is maintained.
Interprets, administers and be the hotel representative for any
personnel related bargaining agreements in effect at the hotel to ensure
uniform application and cost effectiveness and to further ensure all
management rights are exercised to the optimum in accordance with
common sense. Handles grievances at various steps/levels. Responsible
for the completion of the preparation for union contract and bargaining
process. Responsible for establishing effective rapport with union
officials to better facilitate administration of the contract.
Directs the administration and control of all hotel employee benefit
programs and their related costs by providing assistance to the
employees to explain the various employee benefits, initiating all
requests for retirement benefits; preparing and submitting various
benefit reports to Corporate office; and remaining cognizant of statutory
requirements that pertain to employee benefit programs.
Constantly keeps in touch with the legal advisor regarding labor
problems and advises corrective action to management.
Represents & protects the hotel’s interest in labor hearings by processing
and maintaining adequate records on all claims, providing information to
agencies, attending court hearings, reviewing all compensation awards,
disputing improper awards as necessary to insure the best possible cost
impact to the hotel.
Organizes, manages and administers the hotel Wage and Salary
Administration program by performing local wage surveys. Maintains all
job descriptions and salary grades in an up-to-date manner; establishes
and maintains employee performance appraisal programs; maintains a
pay for performance increase program to ensure the hotel attracts,
retains and motivates the best qualified employees while maximizing the
cost effectiveness of the hotel operation.
Plans, organizes and directs the development and maintenance of
employee orientation program to induct all new employees. This program
is to provide assistance in the explanation and distribution of various hotel
information, rules and regulations; explanation of employee benefits; and
thus facilitates the smooth transition of new employees into the hotel
Develops, coordinates and maintains overall responsibility for the
training activities in the hotel including seminars, training programs
and outside educational programs. Continually identifies and develops
hotel employees with transfer and/or promotion potential; coordinates
the participation in corporate management development programs.
Develops and administers employee and community relations programs
for the hotel to include employee recognition programs, service
awards, and any other programs that will enhance the relationship of
employees to the hotel, establish better lines of communication and
equitably resolve any job related problems, and foster the best possible
relationship between the hotel and the community.
Coordinates for Annual Budget for Manpower and prepares budget for
Training & Development of Associates.
Up dating and preparing salary structure comparisons of hotel industry.
Organizes, directs and manages the maintenance of all personnel
records according to good business practices that the hotel is in
compliance with all statutory requirements.
Coordinates and maintains the hotel’s safety programs and maintains all
employee accident records, ensures regular safety/fire training seminars
are held and all employees attend on a regular basis.
Directs & supervises the timekeeping office to ensure accurate, friendly
and efficient keeping of time records.
Coordinates / administers discipline and grievance procedures in
accordance with all statutory requirements.
Acts as an advisor to General Manager on Human Resources.
Functions as primary support to the direction of Human Resources,
including activities in employment, benefits, payroll, worker’s
compensation and associate relations. Implement the Hotel’s business
plan and develop a Human Resources strategy in alignment with this.
21. Create, implement and oversee the Hotel training programs
and learning systems to support workforce planning and career
Monitor the compliance of PC policies.
Act as consultant on associates issues and counsel managers and
Provide positive relations/interact with highly diverse associates,
vendors, community, agencies, clients/guest, and corporate/regional
Human Resources staff.
Responsible for all office correspondence. Incoming and outgoing mail.
Responsible for the shifts and arranging the staff transports.
Keeps a close contact with law enforcing agencies and authorities in
maintaining law and order in the event of special VIP visits to the
hotel and functions.
He also instructs and supervises the preparation of: -
Monthly statement of the employee’s group insurance.
Employee’s old age benefit records.
Minimum Experience for Employment of HR Manager:
HR management with knowledge of PC’s HR policies and procedures or
completion of PC’s HR program.
Other PC management experience with appropriate training.
Basic computer skills.
Certificate in Human Resource Management.
Potential Career Opportunities:
HR manager larger scope, Director of Personnel Services, Director of HR.
Manager HR front desk manager, housekeeping manager.
Management or Department head position.
Responsibilities of Asst Personnel Manager:
Basic responsibility of Asst Personnel manager is to assist the Human
Resource Manager in all the above-mentioned duties. His duties are:
Duties and Responsibilities
Supervises and controls all administrative affairs, ensuring compliance with
all Corporate and hotel policies and procedures; and local and government
regulations pertaining to employment practices.
Develops and implements recruiting and screening systems and procedures
in order to attract most qualified candidates for position vacancies.
Assists the HRM to keep a constant check on man power hiring as per
Assists HRM to conduct interviews.
Assesses needs, recommends and oversees training in coordination with the
Counsels hotel personnel as needed in areas such as career planning,
training, and development, employee relations, and legal requirements
related to personnel.
Investigates and reviews all disciplinary actions to ensure union
agreements, applicable laws regulations and PCH policies / procedures are
followed. Consults with department heads on appropriate action and
recommends to HRM final action to be taken.
Serves as a member of union contract negotiations team as directed.
Actively participates in the establishing of union contracts.
Reviews personnel policies, procedures and practices recommending
improvements to HRM.
Implements and monitors and effective employee relations program in the
Disseminates information affecting employer employee relations, employee
activities and hotel personnel policies and programs.
Maintains and updates files on employee records, legal documents,
policies and procedures and other Personnel matters.
Keeps all HR records up to date.
Inspects regular, employee locker rooms, lockers and other employee
facilities to ensure they are well maintained. Also checks the cleanliness
and food of cafeteria on regular basis.
Monitors transport/conveyance facility for employees.
Participates in developing and implementing programs to ensure
employee health and safety.
Monitors present and future trends, practices and systems in the
personnel field and makes recommendations relating thereto.
Analyzes hotel manpower requirements and recommends selection and
development activities to meet those requirements.
Oversees implementation and administration of union agreements.
Performs related duties and special projects as assigned by Human
Resources Manager of the Hotel.
Assists HRM by constantly keeping in touch with the legal adviser
regarding labor problems and advises corrective action to manageme
HRM Practices on HRM Functions
Need for a job:
As far as the creation of a job is concerned the HR Dept in PC Hotel knows
that a vacant place or job has been created in any of the department.
Firstly the PC Hotel has provided a list of jobs that are filled in accordance
with international standards, however this is not a compulsion and depends
upon the needs of the hotel management. Secondly in case a dept feels to
fill in a vacancy, head of a particular department sends a requisite form to
the Personnel Manager. In this form head of the department specifies
whether the position is for a new employee, replacement, qualifications
required and their respective justifications. This requisition form is sent to
Personnel Manager and General Manager respectively for their approval.
The need of vacancy may also arise because of:
New job creation.
Replacing old retiring staff.
Replacing dismissed staff.
Replacing promoted staff.
Replacing an employee on job rotation.
Mostly walk-in interviews are a part of recruitment method being followed
by the HR Dept. applications are kept in separate files according to the job
titles and when ever there is a vacancy suitable candidates are called for
selection. HR management in PC Rawalpindi has also tried consulting
Central Bargain Agents for hiring employees but it failed to come up their
It covers the following aspects: -
It includes: -
Human Resource Manager.
Asst Personnel Manager.
Head of Vacant post dept.
Working of Selection Board:
The methodology of this board in PC Hotel is quite different.
During the process of assessment they don’t consult with each
other but give their independent views about the suitability or
unsuitability of a particular candidate. Walk-in interviews are
open all the times and when there is a vacancy for any job in
any of the departments; CVs of the candidates are consulted.
Role of HR Department:
Staff Oriented Officer short-lists the candidates for interviews
and carries out their initial screening. After necessary scrutiny
he verifies the eligibility of various candidates for the vacant
posts. Thereafter he selects the candidates for further
assessment and interviews. The selected candidates are sent to
Human Resource Manager for further tests.
Role of a Human Resource Manager:
The HR Manager of PC Hotel Rawalpindi notes the analysis
result of ach on an assessment form. He takes care of
following aspects during the interview / test of a candidates:-
These tests are taken in an informal way where the candidate
is unconscious of the fact that he is being tested. The HR
Manager notes down the results on his Assessment Performa
for further evaluation. The time for evaluation of a candidate
varies depending upon his personality depth and capabilities.
Head of the Concerned Dept:
After evaluation by HR Manager the Head of Vacant Post’s Dept
interviews the candidate where he is interviewed. The Head of
the Dept also conducts technical test, related to the job.
The rating by HR Manager and head of the dept is strictly done
by their own personal opinion. After this the General Manager
assesses the result of both, calls a meeting, assessment is
discussed and finally the most suitable candidate is selected for
the vacancy. A few of the candidates are kept on the waiting list,
so that after the probation period the unsuitable candidates can
The candidates who are considered for a position in PC Hotel
are also checked for their previous records if any. A letter of
confirmation and opinion is sent by HR Dept to the previous
organization to check the experience and reliability of the
candidate. However personal misunderstandings and
problems in the previous organization are not considered.
The last test in the PC Hotel regarding the selection of a
candidate is the medical test batter, which the candidate
qualifies for the position.
The higher authorities of the Hotel judge the
performance of newly hired employee. After the
employment the new employee is kept on a
probation period where he is given training
specific to his job. The probation period is
maximum of 9 months and minimum of 3
months. During this period if the hired employee
shows expected level of skills and abilities
required by the job, his employment is
Development and Evaluation
To maintain its high standards, the Hotel Management organizes and
conducts good quality of training of their employees. This Dept is closely
assisted by HR Development (HRD) i.e. under taken by Training Manager
along with an Assistant. This training is organized within the Hotel as
A dedicated training staff to plan and conduct the training of staff /
Initially the new enrolled staff is employed and observed for 3-9 months of
The employees are briefed about the house rules on their arrival.
Detailed orientation of all the departments is carried out.
The new employees are introduced to key people of the Hotel.
On the job training is conducted and the employees are placed under a
supervision of senior staff member of the particular department to watch,
supervise and correct their mistakes.
A booklet of rules and regulations is issued to each newly selected employee
to introduce the basic ethics and rules of the Hotel. This ensures proper
grooming and discipline. The new employee is taken around all the
departments and explained about their working. He also spends some time
with each department to have an overview of the Hotel’s complete way of
Career planning of the employees is one of the important stages of
development and evaluation process at PC Hotel Rawalpindi, which includes:
The HR Dept of PC Hotel lays special emphasis over the further career
planning of its employees who have the potential to rise.
HR planning is carried out to identify the future needs of the Hotel and
steps are taken to ensure that employees are placed at the right position
where their skills can be further improved or where their skills, abilities and
capabilities can be fully utilized…. Best Person for the best Job.
Those who have the potential to rise further are picked up and
groomed/trained for the next appointments.
Employees are also provided the opportunities to attend various long and
short courses to further improve their skills. HR Dept ensures arrangement
of such activities.
To make the employee familiar to the current trends and improve their
skills, frequent seminars, lectures and departmental briefings are conducted.
Performance appraisal is the systematic description of the job
relevant strengths and weakness of an individual or a group.
This is given due weightage by the HR Dept keeping in view the
following two major processes: -
Improving the job performance of employees.
Providing information to the employees and managers for use in
Performance appraisal is being done on monthly basis in PC
Hotel and record is also maintained. The main purpose is to
create competitive environment in the Hotel.
To give feed back to employees, employee of the month is
selected and his credentials along with the photograph are
displayed in various departments.
Similarly supervisor displaying good performance is also selected
and declared supervisor of the month.
Purpose of the performance appraisal at PC Hotel Rawalpindi is
briefly described with the help of following diagram.
Diagnosis of Employee
Objectives for Criteria in Test
Compensation and Protection
This basically covers the programs that encourage and ensures
reward performance. Pay system and various incentives at PC
Hotel are designed to attract, retain and motivate employees; to
achieve internal, external and individual harmony. It also helps
the HR Dept to maintain a balance in relationship between direct
and non-supervisory employees.
This is tied / linked to the strategic mission of the Hotel. Labor
market conditions, ability to pay and skill of an employee are also
kept in view while devising various pay scales. Their broad
objective in developing pay system is to assign, a monetary value
to each job category. Pay structure is devised to achieve
comparable worth, the effect of inflation, pay compression and
To keep an environment of competition among the
employees and to encourage them for their good
performance various rewards and incentives are given
to them by the management. These are: -
Employee of the month.
Supervisor of the month.
Promotion to the next rank.
The employees are also given full advantage of the fringe
benefits such as: -
Free meals during working hours and free laundry for the
Free medical checkups.
15 days sick leave during the year with full pay
Medical, casual and earned leaves are given as per the Govt
Birthday cake for employees.
The HR Dept looks after its employees with regards to their
health and safety/security aspects as well, which includes: -
100 % free medical facilities are provided to the employees.
Comprehensive coverage through social security Hospitals.
Social security hospital cards are issued to each employee.
House Doctor for medical treatment during working hours.
Comprehensive group insurance.
Periodic vaccination of employees.
Employees Relation / Assessment:
HR Dept in PC Hotel creates a productive and satisfactory work
environment through effective employee relation. Having a check
on their activities and anticipating the future challenges achieve
Development of Employee’s Relation:
SOPs of the 5 properties (PC Karachi, PC Rawalpindi, PC
Lahore, PC Peshawar, and PC Bhurban) are followed in his
Inter and intra departmental relations are developed through
Employees are taught how to deal with their colleagues within
the dept and with other depts.
Frequent training including job training is conducted to make
the employees familiar with each other.
Special meetings are held in case of any problems and troubles.
In case of any problem, counseling of the employee is
conducted through a counseling committee.
Internal rifts among the employees are resolved through mutual
understanding and co-operation
Employee’s Union-PC Hotel:
PC Hotel looks after its employees by allowing healthy Union activities. The
Union works in a manner so as to look after the interest/welfare of the
employees as well as the Hotel.
To fulfill the legal demands of the employees.
Help the Management in smooth running of the Hotel.
Work in close co-ordination with Hotel Management.
To help the Management in discipline matters of the employees.
Demands are gathered during frequent meetings with the employees.
Demands are finalized after every two years in June however demands of
immediate nature are catered ASP.
Demands are given the shape of a Chapter.
Charter is presented to the Management.
Negotiations with Management are carried out in the presence of Union reps.
A central settlement is reached and agreed benefits are given to the
Strengths/Scope of HR Department
Following are the strengths of PC Rawalpindi:
The whole HR department is very well and highly qualified. The
higher management tries to increase the personal and
professional qualification of the HR employees by holding
different seminars and workshops on latest HR practices.
The hotel welcomes very much if any inexperienced person
enters in HR department. Because they are of so sure about
their HR department that all of the Existing Employees will try
their best to train him/her for his/her future HR job.
The HR department also arranges the visits of its HR employees
to the HR departments of other hotels like Marriot International
Islamabad and Serena International Islamabad.
In order to manage people effectively in today’s world of work, it is
essential to understand and appreciate the significant competitive, legal
and social issues. The HR Dept of PC Hotel Rawalpindi has to cope with
following weaknesses to help the management to achieve their objectives:
Relationship between workforce and organization is the main challenge.
HR Dept in consultation with union management has to ensure a
continuous flow of good relationship between the management and
Due to highly changed dynamic environments HR department has to
remain current with regards to duties, skills, future needs, current trends
efficiency and smooth running of the hotel.
Handling of personality conflicts among Hotel employees possessing
diverse nature and habits is also one of the great challenges encountered
by the HR department of PC Hotel. To overcome such type of conflicts
successfully, the HR dept carries out counseling of such individuals at each
level. The immediate supervisors on arising also deal with such conflicts.
Managing Workforce Diversity: Being run at international standards and to
ensure that same nationals, PC Hotel, attend customers approaching from other
countries recruits and maintains a diverse workforce. So diverse cultural workforce
posses a great challenge to PC Hotel to ensure smooth relationship and work
environments among the employees.
Lack of Trained Workforce: In Pakistan very few institutes are able to provide
trained workforce for the hotel industry on international standards. The HR dept of PC
Hotel has to recruit and select the raw material and convert it into efficient workforce.
Global Competitive Environment: Since PC is an International organization, so
it has to maintain some standards through out the world. HR Dept has to play the key
role to help the hotel to achieve these standards.
Economic Challenge / Govt. Policies: Impact and effects of the economic
changes due to Govt. policies pose another major challenge to the HR Dept of PC
Hotel. Economic changes affect the pay benefits and various financial packages, so the
HR Dept has to strive hard to devise new packages.
Main Competitor: To keep the employees loyal to the Hotel and ensure their
retention, the turnover rate has to be kept minimum by the HR Dept.
Following are some of the opportunities which are
available to HR department in near future:
As the PC Hotel is an International hotel Chain all
over the world and maintaining its HR department
in every set up so the employees here have
chance to work in a broader prospective and gain
greater experience and knowledge about latest
In January 2005, the whole HR department is
starting seminars and workshops on latest HR
practices after1 month duration. So this will
provide training and development to the HR
HRM has gained much importance in today’s time. Without
proper HR Dept no organization can achieve its objectives
efficiently and successfully. Although the Personnel Dept of PC
Hotel performs all the duties, which the HR Dept is suppose to
perform. However if faces certain problem in absence of a proper
HR Dept. PC Hotel is in the process of developing HR Dept on
international standards and in the period of the month or so it
will be converted into HR Dept. presently the problems being
faced are: -
Present staff of HR Office is over burdened due to the fact that it
has to perform all the duties of HR Dept with the same strength.
The Hotel is lagging behind from the International Hotels
standard that affects its performance in some areas of HRM.
Performance of the HR Office is erratic at times.
Erratic performance of HR Dept also results in low productivity of
Needs of the modern technology are not fulfilled due to the
absence of this Dept.
Recommendations and Suggestions
To help the Management to achieve its objectives successfully on the International
standards following suggestions are offered:-
It should introduce Strategic Human Resource Management to use the workforce most
wisely with respect to the strategic needs of the organization. This should cater for
committed employees, uncompromising dedication to quality, developing of talented
people, focus on growth and building career opportunities.
To further improve the quality of work reward-based suggestion system should be
designed and implemented.
Progressive organizations rotate their best managers through various specialized HRM
functions as a required part of their development and a way of bringing line experience
to HRM problems. PC Hotel should ensure that higher level of education and experience
is given to those individuals who are employed on HRM assignment. For this purpose
training in HR duties should be conducted.
Extensive seminars and lectures should be conducted to identify the needs before
introducing the HR Dept.
Apart from the walk-in interviews alternative method should also be employed to fill the
Today emphasis is on effective use of Information Technology to reshape HR functions
in order to meet the management needs. Keeping this in view the Hotel should also
develop HR Information System and all the data of the employees should computerized.
Alternative methods of employees’ performance appraisal should also be used.
The importance of Human Resource Management in an
organization cannot be denied. In case of a Hotel industry it
gains more importance where a large number of diverse
workforces have to be handled by the management. At PC
Hotel Rawalpindi the HR Dept is providing the Human
Resource Services to fulfill the management requirements
smoothly and efficiently. We have concluded that in PC
Rawalpindi HRM is running in a very organized and
systematic manner. Through their dedication and
commitment to their duties the HR Dept has made an
endeavor to successfully implement the management’s
policies and procedures in the Hotel.
Col Zulfiqar Ahmed
Human Resource Manager
Attique –ur- Rehman
Human Resource Coordinator
051-556601 – EXT- 5870