pc hotel rwp(oral communication)
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PEARL CONTINENTAL HOTEL
Slogan of
PC Hotel Rawalpindi
“Focus on making things better not bigger”
ACKNOWLEDGEMENTS
“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 gratitude1 will be meaningless if we are not grateful to almighty Allah for his kindness upon
us. His benevolence and blessings have made us capable.
FOREWORD
There are several information and related issues at hand for PEARL CONTINENTAL
HOTEL.Our primary importance is the oral communication skills with in and out side the
organization the and 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 oral communication skills and the human resource
management concepts presently applied in PC. On the basis of observation it has been
extracted2 that Human Resource in PC is highly motivated due to the perfect conditions
provided to them.
TABLE OF CONTENTS1 The quality or feeling of being grateful or thankful.2 To get, pull, or draw out.
Introduction…………………………………………... 1
Vision and mission………………………………….. 3
Dominant features…………………………………… 4
Hierarchy……………………………………………… 5
Study regarding external clients…………………. 8
Survey requirement for clients…………………… 12
Medium of advertisement…………………………. 14
Structure of human resources department……. 16
Communication skills at the time of hiring…….. 18
Conclusion…………………………………………… 20
Bibliography…………………………………………. 21
Annexure……………………………………………. 22
Corporate profile…………………………………… 23
Gross room revenue………………………………. 25
PEARL CONTINENTAL HOTEL, RAWLAPINDI1
INTRODUCTION
Parent organization : Pakistan Services Ltd (P.S.L)
Owner : Mr. Sadrudin Hashwani
Director H.R : Malik Nadeem Ahmed
Employee strength at PC: Approx. : 1100
Just ten to fifteen minutes drive from the airport, pearl continental hotel is situated right in front
of Signal Officer’s Mess and the road on which it exists is known as Mall road.
The PC Hotel is the city’s only deluxe hotel, which attracts the local and foreign travelers in
style. The hotel’s 200 guest rooms, with the exclusive suites, deluxe suites and the presidential
suite, have been tastefully decorated, well designed and provide the guests with all the facilities
and comforts, such as 30 satellite channels, 24 hrs in-house movies, international direct dialing,
mini bar & exclusive electronic safes .
In order to meet all the needs of the guests, the added facilities are also provided like for
example, a mosque, airport pickup services on request, laundry, flower shop, travel agency, car
rented service, valet parking, house doctor, authorized money changer, beauty salon for ladies
& barber shop for men.
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The hotel boasts of a number of excellent restaurants while the Banquet Halls, all of which could
be divided into three sections each, are equipped with the latest audio visual facilities, which
include video projection system, overhead projectors, slide projectors, & audio recording
equipment, which aid in making the meeting/seminars. The guest can also avail the hotel’s
recreational3 facilities such as the swimming pool, tennis court & the exercise room.
These following services and facilities are available to guests at PEARL CONTINENTAL
RAWALPINDI:
Laundry/Dry Cleaning Jewellery & Gem Shops Car Rental
Parking Baby Sitting Travel Desk
Airline Offices In-House Doctor Florist
Bookstore Business Centre Pharmacy
24 Hour Room Service Authorized Money Changers
The HR department is headed by Malik Nadeem Ahmed in PEARL CONTINENTAL HOTEL
Rawalpindi.
VISION
“We’ll open the doors; you’ll see what’s in store.”
We feel pride in making efforts to position Pakistan in the forefront of the International arena.
MISSION
“Our mission is to be the hotel recognized as the leader in the industry in any aspect. We are
committed to train and develop all our staff members allowing them to grow in their careers and
provide services and standards which exceed guest expectations.”
The mission statement clearly shows that it aims at becoming world-class leader in the service
industry. It also shows that the management at PEARL CONTINENTAL HOTEL believes in an
exceptional workforce to provide world-class service to their customers. They want to ensure
that not only they satisfy their customers but also delight them.
DOMINENT FEATURES OF PEARL CONTINENTAL3 A pastime, diversion, exercise
3
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.
Other dominant features are,
First five star hotel in Pakistan.
First started with four hotels.
History of hospitality.
Providing remarkable services from 1967 to till now.
Islamic culture as compared to other competitor.
After launching a hotel in Dubai it becomes an international hotel.
SURVEY REGARDING ORAL COMMUNICATION
Since PC Hotels are a part of the service industry, the HR element of the organization is
fundamental4 and carries a great value. We interviewed Malik Nadeem Ahmed who is the HR
Director at PC Rawalpindi regarding the role of oral communication flow with in and outside the
organization. He provided us with his valuable time to brief some important aspects
communication practices in PEARL CONTENENTAL.
SECTION1.
4 A foundation or basis
4
HIERARCHY/COMMUNICATION FLOW
ORGANIZATION CHARTORGANIZATION CHARTPearl Continental Hotel, RawalpindiPearl Continental Hotel, Rawalpindi
GENERAL MANAGERGENERAL MANAGER
EXEC. ASST. MANAGER
EXEC. SECY
ROOM DIV. MGR DIR SALES H.R.MC.FDIR F&B C.E
EXECT. H.K
L.M
S.M
MGR M&C
PER.MGR
T.M
T.O. SUP
CRED.MGR
A/F&B M
BQT MGR
ACE HL&P
EXEC. CHEF
F.O.M
PUR.MGR
I.T.MGR
A.C.F
ACE R&MSECU.MGR
Open door system:
5
There is a open door system in Pearl continental hotel .in open door system if an employee will have a problem he/she will directly come to the Manager of the department .their is no restriction between the lower level staff and the managers.
Bottom to top communication :
There is a top to bottom communication flow in pearl continantal hotel. if a low staff of any department have a problem within the organization he/she will directly report to the supervisor of that particular department and supervisor tries to solve that problem ,if the problem is difficult then the supervisor will go up step by step.
Top to bottom communication: From top to bottom communication there are instructions and orders which flow down wordly.This is the flow of orders and restriction from top to bottom in any department.The flow of instructions from top to bottom of pearl continentals HR department is given below:
6
Horizontals Communication:
There is no horizontal communication flow in Pearls continental hotel.
Human Resource Manager
Director Human Resource
Human Resource Officer
TrainingManager
Time Office Supervisor
Cafeteria Manager
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SECTION2.
STUDY REGARDING EXTERNAL CLIENTS
The purpose of the conducted study is to evaluate the decision making process and its
implications; all five stages in the decision making model (problem recognition, information
search, evaluation of alternatives, purchase choice, and evaluation of outcome) are equally
important in finding out what
Consumer want and how they behave in this situation.
INFORMATION NEED
For external clients they require whole bio data specially identity card.due to the current
situation they are more concentrating towards the security of there hotel as well as there clients.
BUYING BEHAVIOUR
This survey aims to asses the behavior of PEARL CONTINENTAL HOTEL consumers as well
as to determine what characteristics and facilities are most important in making this high
involvement purchase.
To summarise
• There are five stages of consumer purchase behaviour
• Problem/Need Recognition
• Information search.
• Evaluation of purchases.
• Purchase decision.
• Post purchase behaviour.
• Culture has an impact on the company.
• Marketers should take into account Maslows hierarchy of needs.
8
The research revealed that majority of hotel customers are business travellers. The attributes to
be most important to customers of five star hotels are price, cleanliness, and convenience of
location that are to be focused by the hotels in their future decisions.
Moreover we provide
Consumer’s Satisfaction.
Customer is king.
Availability of each and every facility.
Consumer’s privacy.
Good, polite and desired services.
Special staff for dealing with foreigners who’s language is other than English.
INTEREST
Broad issues that the Consumer Interest Forum works to advance include:
Outreach and networking:
They bui ld stronger relat ionships between consumers and organizations to:
Increase standards awareness among consumer representat ives,
including increased part icipation by government, consumers, business,
and trade associat ions.
They bui ld dialogue on key issues by providing a primary forum and
information source on consumer interest issues related to voluntary
standards and conformity 5 assessment.
They develop effect ive information exchanges among consumer
professionals.
Provide consumer a faci l i ty to give their feedback.
Policy development:
Facil i tate enhanced consumer interest part icipation throughout their service
process and organization.
5 Action in accord with prevailing social standards, attitudes, practices.
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Consumer participation:
Encourage consumer part icipation in the development of standards for
consumer products and services to identi fy and meet consumer concerns and
needs.
AGE GROUP
People lie in age group of generation X are the consusumers of PEARL CONTINENTAL.
Generation X
Householders born between 1965 and 1976 (averageage of 30) represent 21.7% of the market.
This segmentis characterized by new careers launched and families started. Their spending
priorities are more serious than those of Generation Y and are diffused among food, housing
and transportation. As their lifestyles are busy, this segment spends significantly more than
others on personal services such as domestic help and babysitting. They are also big spenders
on their kids.
It includes working class.
CEO’s, Managers, Company’s executives etc.
GENDER
Pakistan’s economy has not sustained the growth rates required to reduce the country’s dire
poverty. Today, nearly 40 percent of the population lives below the poverty line, an increase
from a decade ago. Several factors contributing to Pakistan’s disappointing economic
performance are well known:
Excessive defense spending at the expense of human capital development
Weak governance,
Corruption, instability,
Sectarian violence and the draining6 Kashmir conflict.
6 To draw off gradually or completely
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Another factor which has received less attention is Pakistan’s persistent, and in some cases
growing, gender disparities. The critical link between the status of women in society,
particularly literacy levels, and a nation’s economic growth is now well understood.
The low socio-economic status of women in Pakistan is beginning to be recognized as a
potentially significant drag7 on the country’s growth.
However, within PEARL CONTINENTAL there is no gender discrimination.
There consumers belongs to both the genders and they pay equal importance and attention to
both.
7 Action, or advancement.
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SECTION3
SURVEY REGARDING INFORMATION REQUIREMENT FOR
INTERNAL AND EXTERNAL CLIENTS:
INTERNAL CLIENTS
Most of the stake holders are internal clients of PEARL CONTINENTAL, and some of them are
listed below,
Board of directors
Employees
Management
Suppliers
Lenders
Regulatory authority
CBR(Central board of revenue)
SECP(Security and Exchange company of Pakistan)
To attract the internal client PEARL CONTINENTAL provides 50 percent discount.
EXTERNAL CLIENTS
Mostly the external clients of PEARL CONTINENTAL are,
Corporate clients
Pharmaceutical companies
Embassies
PIA
Development sector
Cell phone companies
Executives and Managers of different companies
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Foreigners
Here the question arises why the external clients select only the PEARL CONTINENTAL in the
presence of other five star hotels?
The most dominant reasons are,
History of hospitality.
They provide tradition wise in different provinces.
After launching a five star hotel in Dubai it becomes an International Five star chain.
For PEARL CONTINENTAL clients are the king.
Low prices as compared to competitors.
PEARL CONTINENTAL have Islamic environment as compared to others.
10 percent foreigners,90 percent Pakistanis. Majority is priority.
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SECTION4
MEDIUM TO REACH ITS CLIENTS
According to the Director HR,
It is a five star chain and a well known brand. We don’t need to tell the people about us. There is
no print and electronic media advertisement like others do.
We put our selves at some level means we have a very high standard, and we are not doing
any sort of road advertisement , because we don’t need that.
We have corporate level clients, for capturing those there is no need of such advertisements.
To give information regarding our different packages,
We show our packages on billboards with in PEARL CONTINENTAL boundary.
Broachers for those who came hare on different functions.
Electronic media with in PEARL CONTINENTAL. TV’s are placed at different places with
in the hotel.
WAYS OF REACHING TO EXTERNAL CLIENTS
According to the Director HR we have our sales department just to enhance our sales.
Each sales manager have 15 to 20 register companies like,
Pharmaceutical companies
Embassies
PIA
Development sector
Cell phone companies
Yamaha
Needo
Nestle
Unilever
And they should keep on visiting to those companies. Sales department managers deals with all
the five star business in the market.
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We are having our regional offices as well for sales management purposes purposes. If a
company wants to launch a new product or wants to conduct an annual function our regional
offices refers them to different hotels according to there largess of function and capacity point of
view.
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SECTION 5
STRUCTURE OF HUMAN RESOURCE DEPARTMENT AT PC
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DIRECTOR HUMAN RESOURCE
MANAGERHUMAN RESOURCE
HUMAN RESOURCE EXECUTIVE
ADMINISTRATION OFFICER
ADMINISTRATION SUPER-VISOR
OFFICE ASSISTANT
OBJECTIVES OF THE HUMAN RESOURCE DEPARTMENT
Job analysis
Selection
Recruitment
Orientation
Training
Review benefits
HIRING PROCESS
HR Department plays a vital rule in hiring process.
RECRUITMENT AT PC
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Employment planning & forecasting
Recruiting: Build a pool
of candidates
Applicants complete
application form
Use selection
tools; tests to screen-
out
Director or department head interview final candidates to make
final choices
Candidate becomes employee
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
Experience of employee
Training or development needed for the particular job
Personal attributes required for the job
Interpersonal skills and communication skills.
COMMUNICAION SKILLS AT THE TIME OF HIRING
At the time of hiring the importance of communication skills differ with the post of the employee
and the job situation.
There are two types of employees with in PEARL CONTINENTAL, For both the education and
communication skills requirement is different.
1) In front of the house
In front of the house has to communicate with the clients, it includes,
Waiters
Sales managers
Receptionists
Duty managers
Supervisors
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Departmental trainers
For waiter we demand at least inter person, because inter person have the idea to understand
and ability to answer the client.
Waiter’s have no prolong8 communication is limited from yes! To no.
Sales managers have a lot conversation on daily basis, he should have to be fluent in English,
should also have dynamic communication skills.
Receptionists have to give information to the customers, and there conversation is much more
as compared to the waiters. They are selected on the basis of there communication skills.
Duty managers, Supervisors, and Departmental trainers have direct conversation with the
clients and as well as employees, so command in communication skill matters a lot for there
recruitment.
TRAINING & DEVELOPEMENT
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.
8 Extended
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2) Back of the house
For back of the house communication skills are not so much important, because they don’t have
any sort of communication with the clients of PEARL CONTINENTAL. It includes,
Production department.
Engineering department.
Laundry department.
Cleaning department.
Security department.
CONCLUSION
After a thorough study of all the departments of PEARL CONTINENTAL RAWALPINDI
we can conclude that PC is a huge name in the hotel industry and its Human Resource
Department and other departments are working dynamically to pursue its organizational
goals. This project has given us the realistic view of how the oral communication
practices are followed in any huge and high level organization.
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BIBLOGRAPHY
REFERENCES
Malik Nadeem Ahmed
Director Human Resources
Mobile:+92 (300) 5003674
E-Mail: nadeem.malik@hashoogroup.com
Website:www.pchotels.com
Abdul Samad
Trainee (Business administration student)
Mobile: 0 (333)-538(2535)
Babar Imtiaz
MBA. (HR)
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ANNEXTURE
IT INCLUDES:
Memorandum
Corporate Profile
Gross room revenue of PEARL CONTINENTAL HOTELS
MEMORANDUM
Muhammad Umar
Features and purpose, information regarding, internal and external clients,
medium of advertisement.
Farrukh Imtiaz
Introduction, recruitment of employees.
Muhammad Haris Niaz
Hierarchy, study of external clients in terms of their information need.
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CORPORATE PROFILE
Board of directors
Audit Committee
Human Resource andRecruitment Committee
Mr. Sadruddin Hashwani Ms. Sarah Hashwani Mr. Vazir Ali F. Mohammad
Mr. Sadruddin Hashwani Mr. Murtaza Hashwani Mr. Malik Nadeem
Ahmed
Mr. Mansoor Akbar Ali Mr. Shiraz Noordin
Compensation Committee
Mr. Sadruddin HashwaniMs. Sarah HashwaniMr. Vazir Ali F. Mohammad
Company Secretary
Chief Financial Officer
Mr. Mansoor Akbar Ali Mr. Shiraz Noordin
Bankers
Auditors
Habib Bank Limited National Bank of Pakistan PICIC Commercial Bank Limited Saudi Pak Commercial Bank Ltd.
Taseer Hadi Khalid & CompanyChartered Accountants
Legal Advisor
Mr. Sadruddin HashwaniMr. Murtaza Hashwani
Chairman Chief Executive
Ms. Sarah Hashwani Mr. Vazir Ali F. Mohammad Mr. Syed Sajid Ali Mr. Mansoor Akbar Ali Mr. Shiraz Noordin
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Union Bank LimitedLiaquat Merchant & Associates
Registered Office Credit Rating Agency
A-9 Mohammad Ali Bogra Road Bath Island, Karachi, Pakistan Tel : 021-5872941-4 Tlx : 21259 HOTEL PKFax :021-5879872-73http://www.pchotels.com.pkhttp://www.hashoogroup.com.pkhttp://www.pchotels.bizhttp://www.hashoogroup.biz
JCR-VIS Credit Rating Company Limited
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Teacher’s remarks
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