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INTERNSHIP REPORT
On

PEARL CONTINENTAL HOTEL

Rawalpindi

Submitted by:

ZOABARIA ASLAM KHAN

(Mc090200648)
Session 2009-2011

Date of submission:
11-July-2012

VIRTUAL UNIVERSITY OF PAKISTAN

Scanned Copy of Letter of Undertaking

Scanned Copy of Internship Certificate

DEDICATION
I dedicate this work to my parents and my family who always supported me in my life.

ACKNOWLEDGEMENTS
In the name of GOD, the most merciful and beneficial, it was an honor for me to get the
unexpected and plenty of help for the completion of the huge task I had to complete.
Heart felt appreciation and gratitude to Ms. Haseena Gul (Director HRM) without whose
kind and honest patronage I would not have been able to show this much of the work.
I also wish to express my grateful appreciation to Mr. Rashid & Mr. Muhammad Irfan
(HR Officers) who have contributed her sincere co-operation and supplemental
information for the completion of this report.
Last but not the least, I express my heartiest regards to Ms. Nadra who
supported me in regards of Reservation department.
At end I would like to thank my parents who supported me morally, spiritually
and prayed for my success to achieve goals in life.

EXECUTIVE SUMMARY
There are several information-related issues at hand for PEARL CONTINENTAL
HOTEL 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.

PEARL CONTINENTAL

SUBMITTED BY:
ZOABARIA ASLAM KHAN

TABLE OF CONTENTS
Chapter

Page

Hotel Industry...............................................................................................................08
Introduction to Organization.........................................................................................09
Introduction to PC Pindi................................................................................................11
Hotel Facilities..............................................................................................................14
Chain Of Command......................................................................................................17
Departments in PC Pindi...............................................................................................18
Departmental Analysis..................................................................................................19
PC Pindi Brief Intro......................................................................................................31
Objectives of HR Department.......................................................................................33
Operations of HR Department......................................................................................34
Tasks Performed During Internship..............................................................................36
Hierarchy of HR ...........................................................................................................38
Functions of HR............................................................................................................39
Critical Analysis............................................................................................................49
SWOT Analysis.............................................................................................................50
Conclusion....................................................................................................................52
Recommendations.........................................................................................................53
References ....................................................................................................................54

HOTEL INDUSTRY
The purpose of this chapter is to provide a general overview of Pearl Continental
Company. It is not intended to be a comprehensive treatment of the overall function and
working, but rather a brief review of corporate history of PC international and of PC in
Pakistan. The facilities hotel is providing to its valuable customers in terms of rooms and
different outstanding outlets.
History Of Hotel Industry:
In early times, hotels and inns were defined as; An establishment that had to provide
transients with lodging, food drinks and accommodation for stabling their
houses.Obviously there requirement have changed over the years.
Of course, the building itself is a necessary part of hotels but now the word Hotel also
includes all personnel property that must be used in its operations, including its bedding
and heating facilities. A tourists camp is no less than hotel because the business in
conducted in a group of building rather than in just one building.
History Of Hotels In Pakistan:
As the history of hotels in Pakistan is concerned it started functioning after creation of
Pakistan. The first hotel was established during 1950s.In the earlier time there was no
concept of luxurious hotels in our country as mostly it is now. During 60s and 70s Taj
Mahal Hotel, regent Plaza, Mehran Hotel, but in previous decade the industry grew
because of rising living standards and nations inclination to modernization.
Some world renowned hotels have started functioning in Pakistan are Karachi Sheraton,
Pearl Continental Hotel, Marriott Hotel, Holiday Inn Hotel, Avari Tower Hotel, and so on.

INTRODUCTION OF ORGANIZATION
Introduction To Pearl Continental:
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 upgradation 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. Hashwanis 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.
The Pearl continental chain in Pakistan is owned by the Hashwani group under the
holding company Pakistan Services Ltd (PSL) and Hashwani Hotels ltd respectively. The
Pearl chain was acquired by the group in 1985, at a time when the image of the hotel was
deteriorating due to service inefficiencies. At this time the name of the hotel was changed
from Hotel Intercontinental to pearl continental, and several efforts were made to upgrade

10

its image. These included a new dcor and fresh landscaping of the hotel grounds as well
as upgrading of food and service through training of relevant personnel.
Pakistan Services Ltd. is one of the companies of Hashoo Group that owns five hotels
and was incorporated in 1958 and is quoted on the Karachi Stock Exchange.
The first hotel pearl continental (PC) was built in 1964 in Karachi. In 1967-68 PC Lahore
and Rawalpindi came in to existence respectively and in 1975 another PC hotel emerged
in Peshawar. In 1985 Hashoo Group took over this company through privatization and
changed the name from Inter Continental to Pearl Continental (PC). In 1990 PC Bhurban
came into operation, in 1995 the expansion of Lahore was in operation. In 2007 another
PC hotel emerged in Muzafarabad.
Pearl Continental Hotel is the largest and Pakistan's only five star chain
The board of directors felt that future expansion of the holding company PSL should not
be focused on the hotel industry but also be related with tour operations, rent-a-car
services and travel agencies. Accordingly a travel agency, Trans Air Travel, based in
Karachi had recently been acquired.

11

INTRODUCTION TO PC PINDI

The Mall Road | PO Box# 211, Rawalpindi, Pakistan.

Rooms: 200
Hotel class:
Rawalpindi is the twin city of Islamabad, the capital of Pakistan. It is a transit city for
visitors wishing to explore the fascinating Northern area. Islamabad airport, which serves
the twin cities, is a ten-minute drive from Rawalpindi's only deluxe hotel, Pearl
Continental and in close proximity to archaeological sites in Taxila, historical monuments
and hill stations. In 1967-68 PC Rawalpindi came in to existence.
Pearl Continental Hotel Rawalpindi Has 200 Newly Renovated Rooms,
including:
10 Rooms have latest computers with hi software and internet.
Presidential and Executive Suites.
The Hotel has Four restaurants.
24 Hour Room Service.
Rent-A-Car.
Fully equipped Health Club and Business Center.
Banquet Facilities are available to cater from small meetings to a large conferences.
Pearl Continental Hotel Rawalpindi is located on Mall road, close to the shopping centers
of the city. The hotel has 200 rooms including presidential, deluxe and junior suites.
Hotel facilities include direct dialing facilities, national and international, from the
privacy of your bed room. Cable television, heating and Air-conditioning, Electronic safe
with a self setting code and computer controlled electronic door locks are also installed
for your security. The attached bath with spacious tub, shower and continuous hot and
cold water are at your disposal. Do not fret if you have forgotten your essentials, we take
care of your basic toiletries.

12

Other important room accessories include the electronic safe. To cater to your off time
eating urges we provide you with a beverage room minibar within the confines of your
room
Address
The Mall Road | PO Box# 211, Rawalpindi,
Pakistan.

Location
Pearl Continental are in close proximity
to archaeological sites in Taxila,
historical monuments and hill stations

Pick & Drop Service

Accommodation

Complimentary pick and drop service between PC

hotel and Islamabad Airport.

200 guest rooms and suites featuring

satellite TV, in-room movie channel,
modern port, international direct dialing,
radio and individual climate control,
mini bar and in-room safe. Handicap
rooms also available.

Taipan:( Restaurant)

Marcopolo:

Exclusively Chinese, it serves the best Cuisine in

Town, and opens both for Lunch and Dinner

Serves Pakistani and Continental Buffet

Cuisine, and is open for Breakfast,
Lunch, and Dinner.

Bukhara:

Front Page:

Opens to the lilting sounds of the local Ghazal Singer, The Front Page Cafe is royally famous
and is most famous for its mouth watering Pakistani for its very affordable and varied spread
cuisine, including live BarBQue
of Hi-Tea delicacies in the evening,
and it open round the clock for light
snacks and refreshments.
Room Service
24 hour in room dining facility. Server you in the warmth and comfort of your own room, and
offer a varied menu depending on the time of the day

Goals Of PC Hotel:
1. To achieve 100% satisfaction.
2. Continuously motivation and training of staff so as to maintain high standard.
3. Insuring customization of good quality product through strict quality control.
4. Achievement and maintenance of excellence in service through constant
dedication, determination, loyalty and commitment to job.

13

Core Values:
G.R.I.T.
Growth development for all:
1. Competence and the contribution as the only basis for job security.
2. Promotion.
3. Learning environment and opportunities.
4. Provision for world-class education and training.
5. Aligning people with latest technological trends.
Recognition and reward:
1. Achievement orientation.
2. Performance based evaluation.
3. Appreciation.
4. Incentives.
5. Setting ever-rising standards of performance.
Innovations:
1.
2.
3.
4.
5.
6.
Trust:
1.
2.
3.
4.
5.
6.
7.
8.

Listening and two-way interaction.

Participation.
Encouragement.
Motivation.
Enterprise.
Incentives.
Cooperation.
Support.
Teamwork.
Sense of ownership.
Empowerment.
Integrity.
Dignity.
Respect.

Pakistan Services limited:

PC hotel Rawalpindi
PC Hotel Burbhan
PC Hotel Karachi
PC Hotel Lahore
PC Hotel Peshawar
PC Hotel Muzafarabad.

14

HOTEL FACILITIES
Rooms:
Total floors.
Total Rooms.
Executive floors.

5
200
5th, 6th

200 well appointed rooms include Presidential, Deluxe and junior Suite. Modern day
facilities include direct dial local, National and International Dialing, Cable TV, Heating
and Air-conditioning. Electronic Safe with a self-setting code, and Computer controlled
electronic door locks are also installed for your security. The attached bath boasts of a
spacious tub, shower and continuous Hot and cold running water. Do not fret if you have
forgotten your essentials, we take care of your basic toiletteries.
Stepping on to the elevator and going into your room, you find a spacious bed awaits you
together with a cosy seating arrangement on one side of the room.
Not to mention the various options those are at your disposal to keep you entertained and
comfortable while in the room. We provide you with the option of keeping you musically
entertained 24 hours of the day by giving you access to the music channel. Our 34 TV
Channels keep you updated on current news to the latest movies and programs.
Other important room accessories include the electronic safe. To cater to youre off time
eating urges we provide you with a beverage room minibar within the confines of your
room.
Luxury does not end here. Walk into the bathroom and you will find it fit for a
King/Queen. A full range of bathroom accessories is available for your personal use. You
also have the added facility of taking your calls in the bathroom as each bathroom is
fitted with a telephone unit.
Our services do not end here, Pearl-Continental Hotel, Rawalpindi provides you with the
facility of choosing from a range of deluxe rooms, executive suites with its separate
lounges and facilities unmatched by any other hotel in Pakistan.

15

Special features of executive floors:

Following facilities are complimentary for guests staying on the executive
floors.
1. Conference rooms.
2. Free local calls.
3. Computer available in rooms.
4. Free fax and printing facilities.
5. Lounges for complimentary refreshment for 24 hours.
Restaurants:
There are basically four restaurants in PC pindi, which have different timings and
specialties. Sumptuous foods served at four outlets make it a memorable culinary
experience.

Restaurant

Restaurant

1. TAIPAN:
Exclusively Chinese, it serves the best Cuisine in Town, and opens both for Lunch and
Dinner. Seat yourself in our cosy Taipan Restaurant where everyone can have buffet
lunch from 12:00 PM onwards where the finest Chinese buffet is served. In the evening
enjoy the cuisine of your choice from 7:30 PM to 11:00 PM.
2. MARCOPOLO:
Serves Pakistani and Continental Buffet Cuisine, and is open for Breakfast, Lunch, and
Dinner. Breakfast starts in Marco polo in the early hours of the morning serving lavish
buffet breakfast along with Ala Carte service. Lunch timing in Marco polo start from
12:00 PM to 3:00 PM. whether you are a busy executive pressed for time or whether you
want to enjoy your meal, Marco polo is an ideal Restaurant to do so.
3. BUKHARA:
Opens to the lilting sounds of the local Ghazal Singer, and is most famous for its mouth
watering Pakistani cuisine, including live BarBQue. It opens at 7:30 PM serving you
16

Bar-B-Que. Buffet layout starts from Chicken Tikka, Seekh Kebab to endless number of
Bar-B-Que delicacies.
4. FRONT PAGE:
The Front Page Cafe is royally famous for its very affordable and varied spread of HiTea delicacies in the evening and it open round the clock for light snacks and
refreshments.
Banquets:
There are total 3 banquets in PC Pindi.
Banquet A
Banquet B
Banquet C
Conference Halls:
There are 3 conference halls in PC pindi
Conference I
Conference II
Conference III
Garden Hall:
There is 1 garden hall in PC pindi
Other Facilities:

Business centre.
Health club.
Pedicurist.
Laundry shop.
The Rumor.
Travel desk.
Pearl Tour.
Flower shop.
Beauty saloon.
Boutique.

17

CHAIN OF COMMAND
Coordination is established in between and among different departments in such a way
that each managerial position is given some status in the chain of command and each
manager is given a degree of authority in order to meet his or her responsibilities. The
degree of authority gives boosts to employee immoral and increases their satisfaction
level to a great extent.
The General Manager heads the hotel management; the Executive Secretary and the
Executive Assistance Manager (EAM) assist him. Then comes the;
1. Health club manager.
2. Laundry Manger.
3. Executive Housekeeper.
4. Front office Manager.
5. Chief Engineers.
6. Personnel Manager.
7. Training Manager.
8. Manger special project.
9. Finance controller.
PC believes that, as general rule legislation is the most effective safeguard of
ethical conduct.

18

DEPARTMENTS IN PC PINDI
There are eleven departments in PC Pindi which are performing different task, some are
at the front house which means that they have a direct dealing with the customers and the
other are at the back house which dont have a direct dealing with the customer. The
departments are:
1. Human Resource Department.
2. Marketing and Sales Department.
3. Food and Beverages Department.
4. Finance Department.
5. Engineering Department.
6. Security and Vigilance.
7. Front Office.
8. Housekeeping Department.
9. Credit Department.
10. Purchase Department.
11. IT Department.
12. Training Center (part of human resource department)
I have reached to that the organization has a functional departmentalization. Also the
chain of command is there, because there is continues line authority that extends from
upper organizational levels to the lowest levels and clarifies that who reports to whom.
PC Pindi Hotel is functioning effectively as only the Executive Committee makes all the
decisions. Also the member of Executive Committee receives a lot of input from other
employees as well. Therefore we say that the organization is both centralized as well as
decentralized, and it is very highly formalized organization.
The organization of PC Hotel is more mechanistic than organic. It is more mechanistic
because it has very high formalization in it; there is centralization; clear chain of
commands; and high specialization. And the reasons to be organic organization are that it
has little bit of decentralization and have cross-functional teams in it.

19

DEPARTMENTAL ANALYSIS
Departments in PC Pindi can be divided into two categories:
1. Operational Departments.
2. Other Departments.

Operational Departments:
1. Front Office:
It includes:
o Reception.
o Reservation.
o Concierge.
o Business center.
o Telephone exchange.
o Airport counter.
o Travel desk.
o Health club.
o Recreation.
o Guest relations.
Reception:

Reception is the very first place where a guest comes to fulfill the formalities to stay.
Responsible for the successful overall supervision of the activities of all employees who
work in the front desk and bell desk areas of the hotel, ensuring maximum occupancy and
optimum guest service and satisfaction.

20

Reservation:

This department consists of positions whose primary functions are to provide travel
information and make travel reservations. Travel reservationists typically perform some
or all of the following duties.
Concierge:

Concierge department in PC hotel is working as BELL STAFF. This section performs

the following task:
Business Center:

Business centre of PC Pindi provides the secretarial services:

21

Telephone Exchange:

In PC Hotel, Telephone Exchange Department manages the incoming and outgoing calls.
And also manage nay fire incident in hotel.
Health Club:

PC hotel provides GYM facility to their guests.

Airport Counter:
PC has an airport counter in Islamabad International Airport to receive the guest from
airport and also provide transport facilities to their guests.
Travel Desk:
In PC this department provides travel facilities. This department is concerned with airport
counter.
Recreation:
Enjoy vigorous aerobic or callisthenic workout or pamper yourself with a steam bath at
the full-featured Health Club. (Different timing for ladies & gentlemen.) Valet parking.
2. House Keeping Department:
House keeping department performs a very important role in overall outlook and image
building of the hotel. This department supports all other departments in one-way or the
other.

22

Functions of House Keeping Department:

Maintenance of the rooms.
Maintenance of the lobby.
Maintenance of the gardens.
Maintenance of the poolside.
Maintenance of the back of the house.
Making overall decoration of the hotel.
Preparation of housekeepers reports.
Lost and found facilities.
Provision of Uniforms and linen.
3. Food and beverages (preparation):
Food and Beverage outlets provide exceptional food and beverage service to our guests in
the various restaurants in the Hotel. They have an award-winning reputation for
excellence in cuisine.
PC property offers guests multiple choices for dining. These options can range from
casual Mediterranean-inspired menus or light luncheon and salad buffets to French
contemporary cuisine in a classic and gracious European setting.
4. Food and beverages (services):
Director of Sales is responsible for maximizing the occupancy and the average daily rate
of the hotel, while upholding excellent guest service and accommodations to all guests.
This position will work closely with the hotels preferred accounts and group
reservations. The Director of Sales manages the sales effort and supports the General
Manager on operational issues. This position requires excellent communication skills,
both written and verbal.
Convention/Conference Services

For those events that last a few days and require rooms in the Hotel, this team helps
coordinate the group room reservations and assists in all Catering event planning.

23

Banquets

Banquets department is ready to serve and deliver every client's wish. The Banquets
department is involved every step of the way for all types of functions, from the planning,
the elaborate set-up and the execution of service to the breakdown of the room so it can
all happen again the next day or even the next hour.
In-Room Dining

Always just a telephone call away 24 hours a day, seven days a week our In-Room
Dining teams around the world provide in-room delivery of a vast array of food and
beverage options. This department also serves functions held in guest rooms and assists
to ensure that all private bars contain fresh and updated products.

24

Stewarding

Working to make sure that every piece of silver shines and every plate sparkles, our
Stewarding department works tirelessly behind the scenes. This department ensures an
adequate supply of clean dishes and silverware for each outlet and for any special
function being held at the Hotel. It also keeps the kitchen area and the "heart of the
house" clean and safe.
Beverage Server
Responsible for providing beverage service to all casino guests in an efficient, courteous
and professional manner displaying a high standard of guest services.

Other Departments:
This department includes:
Laundry Department.

Laundry and Valet department is there to fulfill guests' requests. Overnight pressing,
laundry and dry cleaning are available 24 hours a day, seven days a week, to meet guests'
needs.
Engineering Department.

25

Engineering employees keep PC hotel functioning safely and smoothly by providing

routine and complex maintenance. Positions encompass general maintenance, electrical,
carpentry, painting, HVAC, grounds keeping and other state-of-the-art systems on
property.
Security Department.

Keeping a watchful eye over everything that happens at PC hotel, Security employees
ensure a safe, secure and fair experience for every guest and employee. Security Officers
are among the first people that customers see, and must be friendly, disciplined and
vigilant. Besides protecting the customers, Security Officers also go above and beyond
the call of duty and provide services such as escorts to cars, directions and medical
attention.
Accounting/Finance Department.

In PC hotel, finance department count rooms, handling wagers in the Race Book,
redeeming coins, tokens and chips, taking care of guests credit transactions, and auditing
the numbers from all the various departments of the hotel. Employees in Finance
department help generate daily, weekly and monthly financial results, forecast revenues
and provide in-depth analysis of financial results and budgets.

26

Training and HR Department.

This department ensures the well being of all employees. It also assists the other
departments with their recruiting and selection activities so that they are adequately
staffed.
This department ensures that the various training programs are made available
to employees.
Sales & Marketing Department.
In PC hotel, sales and marketing department performs; day-to-day needs include direct
sales via phone, email and direct guest contact, development of promotional presentation
and publicity programs across a variety of media. This department may also provide
guided tours for potential clients, all while continuously collaborating with event and
meeting planners.
Telecommunications Department:

As the voice of the Hotel, Telecommunications department receives all incoming calls
and ensures calls are connected to the correct guest room, department or paging system.
In addition, team members take messages and provide wake-up calls. Most importantly,
this department responds to emergencies (such as fire or medical emergencies) and
advises the necessary individuals by phone and radio contact.

27

IT Department.

This department ensures that all the computers and computer systems in the hotel are
installed correctly and run properly at all times. This department also ensures the efficient
functioning of the telephone switchboard equipment.

Objective Of Studying The Organization

I did internship in PC Hotel, RWP with the aim to learn the management & operational
technique of this organization and also learn the working of HR and Reservation
department. PC management provides me all the opportunities & encouraged me to
achieve my objectives. They spelled out the strong points, management techniques &
some of their shortcomings and steps they are taking to further improve their standard.

Finance Department:
I did my internship in finance department; it is concerned with the financial recording,
provision and payments. It consists of a finance control controller, who is the supervisor
of the department. There is also a credit section for employees and customers.
Following are the four departments where I have done my internship;
Purchase Department.
Accounts Department.
Cost Control Department.
Credit Department.

28

PURCHASE DEPARTMENT
Activity Flow Chart

Purchase
Requisition

Signature of the
Department

Sign

Controller

Finance

GM

GM
Controller

Approve
Requisition

Purchase
Department

Benefits
There was a manual system in the department but now it is computerized system.
They can see the files very fast.
They have dealing with the whole hotel.
They require a purchase requisition form.
Problem
According to them they face no problem.
Training Duration
IT department has trained them and duration time was 5 days.
Number of computers
Purchase department has 3 computers.
ACCOUNTS DEPARTMENT
Benefits
Online audit is done in the department.
Oracle is being used in the daily transactions.
It is very much helpful in data communication
The software is used for more and more automation
Digital electronic data sheets replace Page folios.
Installation of this software has decreased the workload to half.
Cost benefit analysis
Cost benefit analysis shows that the benefits derived from this software are more
than its cost.
Problems
Front house and back of the house integration problem regarding
Accounting
Management
29

 According the accounts department speed has declined by the implementation of

this system.
Functional problem like numeric data entry problem.
Changes
According to them they are working on automation of data transaction.
Duration of Employee Training
The duration of employee training was 2 months.
No. Of computers
There are 5 computers in the department.
Suggestions
According to accounts department they suggest us that there should be use of
fiber optics in order to optimize the speed.
COST CONTROL DEPARTMENT:
Activity flow chart
Purchase

Control

Payable

Problem
Working condition is low.
Speed problem.
Software is not a user friendly.
Benefits
Due to unawareness of the new technology they are unable to derive the benefits.
Training
They are given one day training.
No. Of computers
There are 5 computers in their department.
Suggestion
They suggested that there is need to increase the speed of the computers.

30

CREDIT DEPARTMENT:
Problems
Users may charge the transaction to wrong department.
They face problem in posting of data from front office to their own department.
The major problem in the department is job fit.
Unawareness of new technology
Operational difference is also a big problem.
Benefits
Fast
Easy access
Whole transaction is viewed irrespective of number of persons
Reporting system become easier and their no. have increased.
No. Of computers
There are 3 computers in the department.
Training
Duration of training was two months.

31

PC RAWALPINDI BRIEF INTRODUCTION

Rawalpindi is the twin city of Islamabad, the capital of Pakistan. It is a transit city for
visitors wishing to explore the fascinating Northern area. Islamabad airport, which serves
the twin cities, is a ten-minute drive from Rawalpindi's only deluxe hotel, Pearl
Continental and in close proximity to archaeological sites in Taxila, historical monuments
and hill stations. In 1967-68 PC Rawalpindi came in to existence.
Pearl Continental Hotel Rawalpindi Has 200 Newly Renovated Rooms,
including:

10 Rooms have latest computers with hi software and internet.

Presidential and Executive Suites.
The Hotel has four restaurants.
24 Hour Room Service.
Rent-A-Car.
Fully equipped Health Club and Business Center.

Banquet Facilities are available to cater from small meetings to large conferences.
Pearl Continental Hotel Rawalpindi is located on Mall road, close to the shopping centers
of the city. The hotel has 200 rooms including presidential, deluxe and junior suites.
Hotel facilities include direct dialing facilities, national and international, from the
privacy of your bed room. Cable television, heating and Air-conditioning, Electronic safe
with a self setting code and computer controlled electronic door locks are also installed
for your security. The attached bath with spacious tub, shower and continuous hot and
cold water are at your disposal. Do not fret if you have forgotten your essentials, we take
care of your basic toiletries.
Other important room accessories include the electronic safe. To cater to your off time
eating urges we provide you with a beverage room minibar within the confines of your
room

Address
The Mall Road | PO Box# 211, Rawalpindi,
Pakistan.

Location
Pearl Continental are in close proximity
to archaeological sites in Taxila,
historical monuments and hill stations

Pick & Drop Service

Accommodation

Complimentary pick and drop service between PC

hotel and Islamabad Airport.

200 guest rooms and suites featuring

satellite TV, in-room movie channel,
modern port, international direct dialing,
radio and individual climate control,
mini bar and in-room safe. Handicap
rooms also available.

32

Taipan:( Restaurant)

Marcopolo:

Exclusively Chinese, it serves the best Cuisine in

Town, and opens both for Lunch and Dinner

Serves Pakistani and Continental Buffet

Cuisine, and is open for Breakfast,
Lunch, and Dinner.

Bukhara:

Front Page:

Opens to the lilting sounds of the local Ghazal Singer, The Front Page Cafe is royally famous
and is most famous for its mouth watering Pakistani for its very affordable and varied spread
cuisine, including live BarBQue
of Hi-Tea delicacies in the evening,
and it open round the clock for light
snacks and refreshments.
Room Service
24 hour in room dining facility. Server you in the warmth and comfort of your own room, and
offer a varied menu depending on the time of the day

Duration Of Internship
My internship period started on 12th April, 2012 to 30th May, 2012.
Departments
I completed my internship in following departments
I. Human resource Department
II. Reservation/Sales Department

33

OBJECTIVES OF THE HUMAN RESOURCE DEPARTMENT

Job analysis

Selection

Recruitment

Orientation

Training

Review benefits

Role Of HR Department At PC
Organization needs people and people need organizations.
Since PC Hotels are a part of the service industry, the HR element of the organization is
fundamental and carries a great value. We interviewed HR Executive at PC Rawalpindi
regarding the role of HR department in PC. He provided us with his valuable time to brief
some important aspects of PCs HR practices.
Human resource plays a vital role in the smooth running of an organization. The total
numbers of employees working for PEARL CONTINENTAL HOTEL Rawalpindi is
more than 1500. A large number of these employees are working in Food & Beverage
Department and House Keeping Department.
Although PEARL CONTINENTAL HOTEL segregates its employees and their duties in
departments, the individual employees work together as a team to provide the guests with
exclusive services. They view their guests as their first priority and provide them with an
everlasting experience. They struggle hard to maintain the nations most exciting hotel
experience. Collectively they provide the guests with such services that the client rediscovers the simple pleasures of life.

34

OPERATIONS OF HR DEPARTMENT AT PC
Like all other HR Departments PCs HR Department is responsible for managing all the
activities related to Human resource.
PC has the following Human Resource Management functions

Personnel planning

Recruitment

Selection

Interview

Orientation

Training

Performance appraisal

Benefits & Compensations

Health & safety

35

Pearl-Continental Hotels HR Role In Executing Strategy

Pearl-continental hotels 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.
Hotels HR department supports strategy implementation in many ways. When HR
played a strategic role it becomes a good culture of PC.
HRs 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 pearcontinental hotels 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 Hotels
strategies there is a matching human resource strategy.
Here, HRs role is not just to adapt its activities neither to the PCs business strategy, nor,
certainly, just to carry out operational day-to-day tasks like paying employees.

36

TASKS PERFORMED DURING INTERNSHIP

Mainly I worked in HR and Sales departments of PC Rawalpindi.
I will be explaining those tasks that were performed by me under supervision.
HR Department
i) Arrangement of CVs.
I arranged different CVs according to Gender.
ii) Department vise details of employees
This includes arrangement of files of the employees according to their respective
departments, i.e segregating files of finance, HR and other departments in different racks
and drawers.
iii) News letter
In news letter of PC these are the details which are to be mentioned:Room occupancy at the end of the day.
Calculation of the vacated rooms at the end of the day, so that total availability can be
authenticated.
Activities of the day
To check if any meetings and conferences are to be held within a day and try to make
necessary arrangements for successful inaugurations.
Name of new family if arrived
If there is any arrival of new member for the day.
Name of MOD (Manager Of Department)
To confirm the name of the person who would be performing his duty at front office.
iv) HRIS
It is software used to maintain employees record. The record includes fields of name of
employee, department of employee, employee number, Date of joining, total duration of
job, holidays allowed, holidays in actual.
v) Arranging files of departments
Departmental files are arranged in a departmental order. So that if record relating to any
employee of a particular department can easily be searched.
vi) Arranging employees updated forms
Employees forms are updated. Updating is related to different fields like permanent and
present address, telephone numbers, hotel id number.
vii) Selection of CVs for hiring at a certain post
I selected different CVs for the post in finance department. The criteria for selection was
provided to me by the supervisor.
viii) Employees performance appraisals
Performance evaluation is determined by the checking of following fields arranged in a
tabular form. The heading of the columns are Outstanding, Very Good, Good,
Satisfactory, Unsatisfactory, Comments if any. For example if total of outstanding column
is in between 30-40 then promotion is expected to other department.

37

Reservation\Sales Department

i) Online reservation system

For online reservation system software named Opera Xpress is used. It includes a form
for reservation, and after being reserved I kept informing customers by providing them a
confirmation number, which helps to track the reservations. The reservation form has
following fields Name, check inn time, check out, flight number, time arrival at hotel,
type of room (i.e single, double and twin), standard of room ( standard, executive,
deluxe), date of payment, mode of payment.
ii) Calculating room occupancy
Room occupancy is normally calculated at the end of the day. The data fields were total
rooms, occupied rooms, Occupied Percentile, Avg rate, month of the day. All these data
are collected from all the branches of PC throughout the country. Then data of previous
day and current day was to be matched to check the efficiency.
iii) Ensuring the hygienic conditions of rooms
Supervisor taught me how to ensure the hygienic condition of the rooms. Rooms must be
cleaned after and before the arrival of guests.

38

HIERARCHY OF HUMAN RESOURCE DEPARTMENT AT PC

DIRECTOR
HUMAN RESOURCE

MANAGER
HUMAN RESOURCE

HUMAN RESOURCE
EXECUTIVE

ADMINISTRATION
OFFICER

ADMINISTRATION
SUPER-VISOR

OFFICE ASSISTANT

39

FUNCTIONS OF HR DEPARTMENT AT PC
Like all other HR Departments PCs HR Department is responsible for managing all the
activities related to Human resource.
PC has the following Human Resource Management functions

Personnel planning

Recruitment

Selection

Interview

Orientation

Training

Performance appraisal

Benefits & Compensations

Health & safety

Performance Appraisal Process And Methods

Appraisal is essential for enhancing the productivity of employees and to bring

quality improvements in the overall performance of the organization.

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.

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:
o Appearance
o Conduct
o Professional Work
o Leadership & Teamwork
o Planning & Organization
o Initiative & Creativity
o Communication
o Training Skills
o Business Attitude & Operational Performance
o Achievements of Objectives
40

Besides this they also consider their customers feedback regarding employee
performance in order to bring quality improvements.

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?

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.

Benefits & Compensations

PC provides some kind of benefits and services to its employees in order to facilitate
them.
Benefits

Work Schedule

Work schedule differs for different posts as managers are required to be present at office
timings. For operations employees the facility of flexible work schedule is available that
is in three shifts. One day is off during the week.
Occasional need of putting in some extra work hours is informed and employees are paid
accordingly.
If an employee works all 7 days a week the department head is supposed to give him 2
days off in the next work week in order to compensate.

Breaks And Meal Periods

PC supply free meals & tea to employees during working hours.

1 meal and 2 tea breaks in one shift

30 min for lunch/ dinner

15 min for each tea/ breakfast

Employees are given special discount packages on food

Leaves

The leave structure of PC is as follows:

41

Casual (Maximum 3)

Sick (Medical certificate for three or more)

Earned (Minimum 7)

All above mentioned leaves are paid. In case an employee doesnt avail any leave for a
year, he/she is awarded a cash amount.

Medical Facilities

PC provides free medical facility to all its employees and their children.

Life Insurance

PC provides life insurance facility to its employees. Minor charges are deducted from
employees pay.

Increments

PC offers yearly pay rise to its employees regardless of their performance. The rate of
increments is same for all employees.
Other Benefits

Free uniform is provided to all employees.

Free laundry services for employees uniforms.

Free transportation for female workers.

Hajj Lucky Draw Package

Benefits At Retirement / Termination

Provident Fund

Employees provident fund handed over to them at the time of retirement/resignation of

the employee. However, in the case of termination it is conditional.

Medical Allowance

Employees not utilizing their medical facilities are awarded Rs.100/month. This amount
keeps on accumulating in the employees medical allowance which is handed over to
him/her at the time of retirement/resignation. Similarly this allowance is also conditional
for the termination cases.

42

Others are medical facility, hospitalization insurance, life insurance, laundry facility,
discount on rooms and restaurants etc.

Compensations

Employees are provided with the counseling services during their training at the time of
retirement by the HR manger. These services include:
Family Counseling
Family Counseling is a counseling program for employees wherein they are suggested
how to cope with their personal & family problems. So that the management is assured of
the fact that employees are not under any stress and are able to put in their best effort to
perform their jobs effectively and efficiently.
Pre-Retirement Counseling
In pre-retirement counseling program employees who are willing to work after retirement
are given constructive guidance concerning their second careers.
Health & Safety

Health and safety laws

Security Measures
Social security fund
In-house doctor and Dispensary
Contract with Services Hospital
Provide instructions regarding the recent issue of bird flu.
Hygiene of employees
Fire preventions
Energy conservation

Recruitment
Recruitment At PC
Employment
planning &
forecasting

Recruiting:
Build a pool
of candidates

Candidate
becomes
employee

Applicants
complete
application
form

Use selection
tools; tests to
screen-out
applicants

Director or department head interview

final candidates to make final choices

43

Recruitment Procedure

Highlighted Portion is copied from

43% match (Internet from 6/24/11)
http://fliiby.com
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15% match (Internet from 4/24/12)
http://www.bookrags.com
3
1% match (Internet from 6/3/11)
http://www.slideshare.net
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1% match (Internet)
http://www.aradolibrary.org.eg
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1% match (Internet from 9/4/03)
http://206.252.133.124

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.

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

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.

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

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.

The organization does not go for child labor as it is unethical and against the
policies of major business firms.

44

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

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:
1) 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.
2) 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.

45

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:

Skills and Efforts

Tasks

Responsibility

Outlines of the Duty

Whom to Report the Task

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:

Qualification of employee

46

Experience of employee

Training or development needed for the particular job

Personal attributes required for the job

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:

Complexity of the Job.

How much Stress one can Bear.

Available Budget for Compensation.

Experience Required for the Job.

Company Need for the Employee for that Job.

Abilities required performing a Job.

47

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.
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:

Appearance & Grooming

Professional Qualifications

Experience & Knowledge of Job applied for

Communication Skills in English

Balance Poise & Maturity

Potential for Growth

Reasoning & Judgment

Computer Skills

Selection Procedure At PC

Firstly they trickle downs the CVs. Then call only those for the interview which
have been selected.

48

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.

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.

2. Interview

Step by step procedure is followed in the interviews. 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.

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.

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.

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 Ps 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.

3. Orientation

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.

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.

There is a difference in the dress code of each employee from top to bottom.

Employee should respect the privacy of another employee.

4. Training & Developement

49

Steps used for the training and development of employees at PEARL CONTINENTAL
HOTEL are as follows;

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

In Pakistan very few organizations are able to provide trained workforce for the
hotel industry in accordance with international standards. The human resource
department of PEARL CONTINENTAL HOTEL has to recruit and select the
untrained candidates and train them according to their own needs.

PC hotel also use different Training centers at locations like they send their
employees out of country for training.

Safety training is also provided to the employee.

Training Appraisal
After training, the trainee performance is appraised by the immediate supervisor. The
immediate supervisor in PEARL CONTINENTAL HOTEL evaluates trainee performance
on trainees assignment, tests and on the job work. This appraisal is very important and it
helps a lot in judging trainees behavior. This appraisal also helps to evaluate employees
for promotion.
This appraisal shows trainees:

Ability/Desire to learn new things.

Knowledge.

Leadership qualities.

Quality Consciousness.

Discipline.

Attitude.

Flexibility.

Personality.

Strengths.

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 employees performance.

50

CRITICAL ANALYSIS
Weaknesses:
PC as a developing & growing organization makes advancements according to the
requirements of the environment. Focusing on the HR department, although PC has
maintained strong culture throughout the organization yet weve observed that PC
nevertheless needs some improvements which will aid it in availing the opportunities and
be more competitive.
Few of the weaknesses of PEARL CONTINENTAL HOTEL are as under;
Mention it in swot analysis.

Immediate promotion depends on situation to situation. For instance recently H R

director of PC is required and no one is there to promote from junior rank so they
have to out sourced the vacancy.

PCs HR department not has their specified questions while conducting the
interview. The main top managers of the HR and the concerning department take
the unstructured interview in which no question is asked on a specific predetermined questionnaire format. They ask on-time questions from the
interviewer.

You need to relate the theoretical knowledge with you practical experience during
your internship with HR Department.

Challenges For The Human Resource Department

In order to manage people effectively in todays 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:
Relationship between the Workforce and Management
Managing a Dynamic Environment
Conflict Management
Managing Workforce Diversity
Lack of Trained Workforce
Global Competitive Environment
Economic Challenge
Loyalty of Employees

51

Copied from same sources.

52

SWOT ANALYSIS
Each Hotel has its own SWOT based on their location, season etc. As for the SWOT
Analysis of PC pindi is concerned SWOT Analysis is basically done to find out that do
they have sufficient resources to cover their weakness and still achieve their objective?
Strengths:

One of the major strength of PC is that PC is in the hotel market for the past 36
years.
Have most experience employees available at suitable job, which have proven
their loyalty with PC.
PC as compare with its other competitions share the advantage of having 200
luxuries rooms with big bathrooms which no hotel in Pakistan is able to
accomplish.
PC carries out loyalty program such as keep track of its customers.
Keep history record of customers who avail the room facilities.
Records like if a customer prefer something different in his/her room as compared
to there customers, that is kept in record and when the same customer returns after
sometime, his requirement made in history is available which then turns into
customers satisfaction as he does not need to specify his requirements all over
again.
Major strength in identifying the name of PC as a continental hotel has been
played by PC Bhurban.
PC bares the great advantages on the performances on maintaining good health
clubs, swimming pools, squash courts, tennis courts and all other sports activities.
It also maintains excellence in good quality food restaurants.
The major strength of PC is its voice mail card locking system for perfect
security.

The strength of PC can be the weakness of other hotels as well as the weakness of PC it
self in some sectors.
Weaknesses:
As fashion changes need, demand and idea also changes.
As PC being an old hotel in history bares a difficult weakness, as old customers
do not prefer to visit the same hotel over and over.
They prefer to experience something new.
The well known saying "OLD IS GOLD" turns out to be the strength of this hotel
as it diverts the attention of its customers back to the luxuries provided as some
people are use to the atmosphere.
The other weakness of PC lies in its telephone system, which is again an old
system.

53

As Sheraton enjoys the great advantage of having latest technology that is it Telecommunication system.

Opportunities:
The opportunities that PC faces are not much due to its well-established position.

Events organized in the city gives PC Karachi a great advantage as number of

customers/people increase and PC get an opportunity to show its loyalty and
services to its customers.
One of the opportunities grasped by events being held in the city is that as tourist
increase and in the same way people book rooms and avail services rendered by
PC.
Seminars are again a great opportunity for PC as world wide seminars are being
held in the city or in PC Banquet halls which again help PC to show its quality
services and in this way people across the world come to the city and book rooms
for themselves.
Parities wedding and other extra circular activities are opportunity to help PC
recognize its name.
PC looks up to these opportunities whole-heartedly.

Threats:
If in the market there are more than two or more brands of the same type or there exist an
alternative for that product then organization/companies face threats among themselves
or among customers but one can always plan before hand.
Threats of new entrants like Islamabad Serena is a threat for PC but PC have
planned different alternatives for its threats.
One of the biggest threats PC has to face is Sheraton being its next-door neighbor.
As if things don't work with customer at PC like if they bargain for a room and
PC is unable to fulfill their satisfaction then they can always walk across the road
and just knock.
Law and order situation can also be a threat such as strikes. If law and order not
maintain throughout the country people around the world would avoid to come to
Pakistan and if people wont come then there will be no tourist so who will rent the
rooms.

54

CONCLUSION:
During our internship we gained much experience. We learned how to deal with
employees, how online audit can be done, how cost can be control etc. After a thorough
study of Human Resource Department at Pearl Continental, Rawalpindi 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.
Managing a successful business (nonprofit or forprofit)or building up the health of an
already established businessrequires healthy, ongoing leadership and management,
planning, product and service development, marketing and financial management. We
found that PC Pindi Hotels objectives are designed to maximize hotel revenue and
impact profit, maintain and improve assts quality and ensure appropriate financial
controls and reporting are consistently maintained. We found that this organization has
full control over their Management, Accounting, Financial Reporting and Cost Control,
Training, Human Resources, and Safety/Risk that is their top priority.

55

RECOMMENDATIONS
Things which an employee should avoid:

Smoke, eat, drink, chew gum, whistle, hum or sing in the lobby or any public
areas.

Stand in groups and casual conversation with co-workers.

Shout or talk in the public areas.

Allowing of personal friends to visit employees at the hotel.

Spit in any area.

Say anything negative about the hotel.

Entering in other departments, public areas, or guest floors.

Other Recommendations:

PC should send its managers/employees to abroad for training purpose for it will
ultimately improve the organizations overall performance.

Internees should be paid for their services.

More flexible benefits plans should be introduced for employee so they can
choose which suit them the best.

As PC doesnt have any special program to bring the outside talent in, so they
need to take this area under consideration.

More incentive programs should be introduced to maintain employee motivation.

56

REFERENCES
Provide references in APA format.

www.wikipedia.com
www.esnips.com
www.scribd.com
www.investopedia.com
www.google.com

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