Project report on Human resource

department of Pearl Continental

Prepared By
Bachelors of Business
administration Students
Submitted By
Submitted TO
Anita Arif
Ansa Iqbal
Rabia Tasawar

60
53

Meeka Javed

56

Sonam Shahzadi

57

Table of Contents
1

Maam

Acknowledgement -------------------------------------------------- 03
Foreword -------------------------------------------------------------- 03
Goals/Objectives ---------------------------------------------------04
Vision &Mission ---------------------------------------------------04
Structure -------------------------------------------------------------05
History
-------------------------------------------------------------------06
Nature of the organization ---------------------------------------07
Overview of HR Department --------------------------------------08
HR department -------------------------------------------------------09
Tasks/Responsibilities of HR manager --------------------------10
HRM Practices on HRM functions --------------------------------13
SWOT analysis ---------------------------------------------------------19
Recommendations ----------------------------------------------------21
2

Conclusion ---------- ----------------------------------------------------22

Acknowledgment

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 ANSA, 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.

FOREWORD
There are several information-related issues at hand for PEARL
CONTINENTALHOTEL Rawalpindi; of primary importance is 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 the human resource management
concepts presently applied in PC. On the basis of observation it
has been extracted that Human Resource in PC is highly
motivated due to the perfect conditions provided to them

GOALS/ OBJECTIVES

Customer service
Training
Profitability
Growth profile
Compatibility
Traditional hospitability
Environment of professional
Enhancement

VISION
Well open the doors; youll see whats 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.

STRUCTURE
OF
HUMAN
DEPARTMENT AT PC

RESOURCE

DIRECTOR
HUMAN
RESOURCE
MANAGER
HUMAN
RESOURCE
HUMAN
RESOURCE
EXECUTIVE
ADMINISTRATIO
N OFFICER
ADMINISTRATIO
N SUPER-VISOR
OFFICE
ASSISTANT

HISTORY
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 InterContinental 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 World quot, 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 network. 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.

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 clients presence.
Meet both a personal need as well as business need.
Having the objective (i.e. profit-oriented) and ownership
(public limited).

Business Volume:

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
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rooms & services in rooms. 23 numbers of employees are working

in the Human Resource Department of them 5 are working in HR
Office.

Product Lines
Product Line of PC Hotel RWP is as follow:
o
o
o
o
o
o

Rooms
Restaurants
Swimming Pool
Health Club
Bakers Boutique
Banquet Halls

Overview of Human Resource Department

Introduction:

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:
Budget.
Recruitment.
Orientation.
Training.
Career Counseling/legal/employee relation.
Union contract.
Review personnel policies.
Review benefits/compensation etc.
Develop employee security/safety measures.

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
hotel.

Slogan of HR Department PC Hotel Rawalpindi

Focus on making things better not bigger

Organizational Structure:
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.

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Tasks / Responsibilities Human Resource

Manager and Asst Personnel Manager
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 hotels operation.
Arranges computerization of HR records.
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.
Coordinates for Annual Budget for Manpower and prepares
budget for Training & Development of Associates.
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 Updating and preparing salary structure comparisons of hotel

industry.
Coordinates and maintains the hotels 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.
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,
workers compensation and associate relations.
Monitor the compliance of PC policies.

He also instructs and supervises the preparation

of: o
o
o
o

Monthly statement of the employees group insurance.

Fortnightly report.
Social security.
Employees old age benefit records.

Minimum Experience
Manager:

for

Employment

of

HR

o HR management with knowledge of PCs HR policies and

procedures or completion of PCs HR program. Other PC
management experience with appropriate training.
o Basic computer skills.
o Certificate in Human Resource Management.
o College Degree.

Potential Career Opportunities:

o HR manager larger scope, Director of Personnel Services,
Director of HR.
o Manager HR front desk manager, housekeeping manager.
o Management or Department head position.
12

 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:
o 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.
o Develops and implements recruiting and screening systems
and procedures in order to attract most qualified candidates for
position vacancies.
o Assists the HRM to keep a constant check on man power hiring
as per authorized strengths/policies.
o Assists HRM to conduct interviews.
o Assesses needs, recommends and oversees training in
coordination with the Training Manager.
o 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.
o Serves as a member of union contract negotiations team as
directed.
o Maintains and updates files on employee records, legal
documents, policies and procedures and other Personnel
matters.
o Keeps all HR records up to date.
o 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.
o Monitors transport/conveyance facility for employees.
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o Participates in developing and implementing programs to

ensure employee health and safety.
o Monitors present and future trends, practices and systems in
the personnel field and makes recommendations relating
thereto.
o Analyzes hotel manpower requirements and recommends
selection and development activities to meet those
requirements.

HRM Practices on HRM Functions

Job Description 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

Recruitment Media:
14

 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 whenever 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 standards.

Selection Procedures

It covers the following aspects: Selection Board:

It includes: General Manager.
Human Resource Manager.
Asst Personnel Manager.
Head of Vacant post dept.

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 candidates: Personality tests.
Psychological tests.
Aptitude tests.
Mannerism checks.
Learning capabilities.
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.

Background Checks:
15

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.

Medical Test:
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.

Job Evaluation
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 confirmed.

Development and Evaluation

Training department:
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
follows: Initially the new enrolled staff is employed and
observed for 3-9 months of probation period.
The employees are briefed about the house rules on
their arrival.
16

 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.

Orientation:
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 Hotels complete way of working.

Career Planning
Career planning of the employees is one of the important
stages of development and evaluation process at PC Hotel
Rawalpindi, which includes: 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.
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.
17

 Performance Appraisal
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 making decisions.
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 feedback to employees, employee of the month is
selected and his credentials along with the photograph are
displayed in various departments.
Purpose of the performance appraisal at PC Hotel Rawalpindi
is briefly described with the help of following diagram.

Diagnosis
of
Organizati
onal
Problems
18

Employm
ent
Feedback

Employm
ent
Decision
s

Purpose
of
Performa
nce
Appraisal
Objectives
Systems
Criteria in
for
Training
Program

Test
Validation

 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.

Incentives/Rewards
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:

Commendation awards.
Honesty awards
Employee of the month.
Supervisor of the month.
Promotion to the next rank.
Cash awards.

The employees are also given full advantage of the fringe benefits
such as: - Transportation.
Free meals during working hours and free laundry for the
uniform.
Free medical checkups.
15 days sick leave during the year with full pay.
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 Medical, casual and earned leaves are given as per the Govt
rules.
Recreation allowance. Provident Fund.
Birthday cake for employees.
Gratuity.
Bonus.

SWOT Analysis
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.

Weaknesses
In order to manage people effectively in todays 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.

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 Internal weaknesses:
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 employees.
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.

External weaknesses:

Managing Workforce Diversity.

Lack of Trained Workforce.
Global Competitive Environment
Economic Challenge / Govt. Policies.
Main Competitor

Opportunities
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 HR practices.
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 employees.

Threats
21

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 overburdened 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 employees. 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.
22

 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 vacant posts.
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.

Conclusion
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
managements policies and procedures in the Hotel.

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