Pearl Continental Hotel

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Pearl Continental Hotel

  1. 1. 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
  2. 2. 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 Mohammad Ali Jinnah University 2
  3. 3. Table Of Content: Contents: ACKNOWLEDGEMENT...................................................................................................2 INTRODUCTION:..............................................................................................................5 VISION:...............................................................................................................................5 We feel pride in making efforts to position Pakistan in the forefront of the International arena...........................................................................................................................................5 MISSION: ..........................................................................................................................5 2. OBJECTIVES OF THE HUMAN RESOURCE DEPARTMENT:................................6 STRUCTURE OF HUMAN RESOURCE DEPARTMENT AT PC:................................6 3. PEARL-CONTINENTAL HOTEL’S HR ROLE IN EXECUTING STRATEGY:.......8 HR’S ROLE AS A STRATEGIC PARTNER:....................................................................8 ...........................................................................................................................................9 RECRUITMENT AT PC: ...................................................................................................9 RECRUITMENT PROCEDURE:.....................................................................................10 RECRUITMENT PRACTICES AT PEARL CONTINENTAL HOTEL:........................12 SOURCES OF RECRUITMENT AT PC: .......................................................................12 INSIDE CANDIDATES:...................................................................................................12 OUTSIDE CANDIDATES:...............................................................................................13 INTERNEES A SOURCE OF OUTSIDE CANDIDATES:.............................................13 JOB EVALUATION: ......................................................................................................15 .........................................................................................................................................15 SELECTION PROCEDURE AT PC:................................................................................18 TRAINING APPRAISAL:................................................................................................21 12. RECOMMENDATIONS:............................................................................................24 Attached Questionnaire of our PROJECT:.............................................................................25 Mohammad Ali Jinnah University 3
  4. 4. 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. Mohammad Ali Jinnah University 4
  5. 5. • 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. Mohammad Ali Jinnah University 5
  6. 6. 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: Mohammad Ali Jinnah University 6
  7. 7. DIRECTOR HUMAN RESOURCE ADMINISTR MANAGER HUMAN ADMINISTR OFFICE ATION HUMAN RESOURCE ATION ASSISTANT SUPER- RESOURCE EXECUTIVE OFFICER VISOR 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 7
  8. 8. 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. Mohammad Ali Jinnah University 8
  9. 9. → RECRUITMENT AT PC: Mohammad Ali Jinnah University 9
  10. 10. Employment planning Recruiting: Build a Applicants complete & forecasting pool f candidates application form Recruiting: Build a Use selection tools; pool of candidates tests to screen-out applicants → 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 10
  11. 11. 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. Mohammad Ali Jinnah University 11
  12. 12. → 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. Mohammad Ali Jinnah University 12
  13. 13. → 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 Mohammad Ali Jinnah University 13
  14. 14. 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. Mohammad Ali Jinnah University 14
  15. 15. 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: Mohammad Ali Jinnah University 15
  16. 16. 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. Mohammad Ali Jinnah University 16
  17. 17. 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. Mohammad Ali Jinnah University 17
  18. 18. → 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. Mohammad Ali Jinnah University 18
  19. 19. 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. Mohammad Ali Jinnah University 19
  20. 20. 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. Mohammad Ali Jinnah University 20
  21. 21. → 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. Mohammad Ali Jinnah University 21
  22. 22. 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 Mohammad Ali Jinnah University 22
  23. 23. • 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. Mohammad Ali Jinnah University 23
  24. 24. 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. Mohammad Ali Jinnah University 24
  25. 25. 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. Mohammad Ali Jinnah University 25
  26. 26. 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. Mohammad Ali Jinnah University 26
  27. 27. 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. Mohammad Ali Jinnah University 27

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