PC HRM prjoect — Presentation Transcript

1. BAHRIA UNIVERSITY ISLAMABAD BBA 1, Management Final Project ON

2. earl Continental Hot Rawalpindi

3. “Human Resource Management Project”

Yasir Sultan BBA 1-C Zain Ali Shah Waris Salman Syed Harris Laeeque

Usman Qureshi 4. Group Members:

parents we all thank them for their prayers and patience for letting us doing all the

work by ourselves. And at the last but not least most important of them all our

during this project. We are great full to all those who helped us and participated in

the surveys. We would also like to thank all those people who helped us

Madam Amina, who has been a beacon of light for us. She broadened our horizons

by allowing us to research on our own and gave us free will to write whatever we

wanted to. We also thank her that she taught us to analyze things on the basis of

facts, figures and ground realities. We acknowledge the untiring efforts of our

teachers especially sense of gratitude of Al-Mighty ALLAH who enabled us to

complete our project against all odds. We have no words at our commands to

express our deepest First and foremost gratitude to Al-Mighty ALLAH the most

merciful and beneficent, who created human being, bestowed him wisdom to seek

knowledge of various sciences and spread it among others to make the world

happier and prosper. “IN THE NAME OF ALLAH THE MOST MERCIFUL AND

BENEFICENT” 5. Acknowledgment

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. recently met with successful find. The Group is constantly on its forward

march. Some examples of it are: The construction of Pearl Continental Hotel

Bhurban in the picturesque Murree hills, Construction of new wing called Atrium

Wing of The Pearl Continental Hotel Lahore equipped with the most modern

amenities, Continual up-gradation and modernization of Pearl Continental Hotels

and Islamabad as well as Karachi Marriott Hotels, Acquisitions of the state-of-the-

art Ceramics Factory to design and produce crockery and a plant known as

Gelcaps to manufacture halal gelatine capsules for the pharmaceutical industry

according to the most stringent quality standards. Mr. Hashwani’s Vision knows no

bounds and it will be difficult to predict as to what will be his focus of attention

tomorrow. For him time is short and the Art is long. Therefore, his philosophy is that

each moment of life should go towards advancement of cause of humanity at large.

Mr. Hashwani runs Hashoo Foundation whose sole objective is to engage in

philanthropic 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 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 Hashoo Group of Companies was established under the

leadership of Mr. Sadruddin 6. Group Profile

services, efficiency, convenience and guest satisfaction. 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 Investment in people and

human resource development is an ongoing process in the Utell International to

have international exposure and overseas reservation network. Pearl Continental

Hotels, beside in -house reservations network, are also linked with international

standards of quality products and services. In recognition of its high standard, the

Pearl Continental Hotel, Karachi was conferred the prestigious membership of the

quot;Leading Hotels of the Worldquot;, an exclusive global organization of deluxe

hotels established in 1928. Pearl Continental Hotels is the first Pakistani chain

which has achieved excellent and is quoted on the Stock Exchange. It owns and

operates the Pearl Continental Hotels (formerly Inter Continental Hotels) and is

recognized as the largest and oldest hotel company in Pakistan. Pakistan

Services Limited was incorporated in 1958 as a Public Limited Company 7.

Pakistan Services Limited

In 1978 and 1981, he consecutively built Holiday Inn Hotels first at Islamabad In

1972, Mr. Hashwani diverted his attention to other business ventures in diverse

areas such as hoteliering, real estate, trading, and property development. Again he

made history when in less than a decade, he earned the reputation of a highly

successful hotelier. he entered the business of cotton trading and through his

hard work and genius he within a decade emerged as a prominent businessman on

Pakistan’s Industrial scene. Within a short span of 10 years, Mr. Hashwani was at

the pinnacle of cotton business and was rightly known as the ``Cotton King” being

top exporter of cotton, besides rice and other commodities Mr. Sadruddin

Hashwani hails from an illustrious family of Karachi. In 1960, 8. Mr. Sadruddin

Hashwani & then at Karachi under the banner of Hashwani Hotels Limited. In

1992, these hotels were totally revamped and refurbished to qualify for the well-

known international 5-Star hotel chain Marriott. The Islamabad Marriott and the

Karachi Marriott to day enjoy the same reputation as any other highest-class hotel

anywhere in the world.

Habib Bank Limited National Bank of Pakistan PICIC Commercial Bank Limited

Saudi Pak Commercial Bank Ltd. Union Bank LimitedTaseer Hadi Khalid Mr.

Mansoor Akbar AliMr. Shiraz Noordin Bankers Auditors Mr. Sadruddin

HashwaniMs. Sarah HashwaniMr. Vazir Ali F. Mohammad Company Secretary

Chief Financial Officer Mr. Sadruddin Hashwani Ms. Sarah Hashwani Mr. Vazir

Ali F. MohammadMr. Sadruddin Hashwani Mr. Murtaza Hashwani Mr. Vazir Ali F.

Mohammad Mr. Mansoor Akbar Ali Mr. Shiraz Noordin Compensation Committee

Mr. Sadruddin HashwaniMr. Murtaza Hashwani Chairman Chief Executive Ms.

Sarah Hashwani Mr. Vazir Ali F. Mohammad Mr. Syed Sajid Ali Mr. Mansoor Akbar

Ali Mr. Shiraz Noordin Audit CommitteeHuman Resource and Recruitment

Committee Board of Directors 9. Corporate Profile: & Liaquat

MerchantCompanyChartered Accountants Legal Advisor & A-9 Mohammad Ali

Bogra Road Bath Island, Karachi, Pakistan Tel : 021-5872941-4 Tlx : 21259

HOTEL PK Fax :021-5879872-73 http:// www.pchotels.com.pk

http://www.hashoogroup.com.pk http:// www.pchotels.biz

http://www.hashoogroup.biz JCR-VIS Credit Rating Company LimitedAssociates

Registered OfficeCredit Rating Agency

10. ORGANIZATION CHART Pearl Continental Hotel, Rawalpindi GENERAL

MANAGER EXEC. SECY EXEC. ASST. MANAGER ROOM DIV. MGR DIR SALES

DIR F&B C.F H.R.M C.E CRED.MGR I.T.MGR F.O.M S.M A/F&B M A.C.F

PER.MGR ACE HL&P EXECT. H.K SECU.MGR ACE R&M BQT MGR PUR.MGR

MGR M&C T.M L.M EXEC. CHEF T.O. SUP

enhancement: Environment of professional Traditional hospitability:

Compatibility: Growth profile: Profitability: Training: Customer service: 11.

GOALS/ OBJECTIVES:

Setting ever-rising standards of performance. Incentives Appreciation

Performance based evaluation – Recognition Reward: Achievement orientation

Candidness Respect Dignity Integrity Empowerment Sense of ownership Teamwork Support – Trust: Cooperation Aligning people with latest trends.

Provision for world class education and training Learning environment and

opportunities Promotion from within – Growth and development for all:

Competence and contribution as the only basis for job security. Initiative

Enterprise Motivation Encouragement Participation Listening and two way

interaction Innovation: We strive to consistently meet and surpass guests,

employees and other stake holder’s expectations. We feel pride in making efforts to

position Pakistan in the forefront of the international arena. Corporate culture: We

are committed to dynamic growth and service excellence built upon our heritage of

traditional hospitability. 12. VISION/MISSION:

In order to meet all the needs of the guests, the added facilities are also provided

like for example, a mosque, airport pickup services on request, laundry, concierge,

flower shop, travel agency, car rented service, valet parking, house doctor,

authorized money changer, beauty salon for ladies town shopping centers, the PC

Hotel is the city’s only deluxe hotel, which caters to local and foreign travels in

style. The hotel’s 200 guest rooms, with the exclusive suites, deluxe suites and the

presidential suite, have been tastefully decorated and provide the guests with all

the facilities and comforts, such as 30 satellite channels, 24 hrs in-house movies,

international direct dialing, mini bar and exclusive electronic safes to name a few.

All these go a long way in marketing the guests stay in the hotel most pleasant.

Only ten minutes drive from the airport and in close proximity to the down 13.

Introduction to Pearl Continental Hotel R.W.P: & The guest can also avail the

hotel’s recreational facilities such as the swimming pool, tennis court The hotel

boasts of a number of excellent restaurants while the Banquet Halls, all of which

can be partitioned into three sections each, are equipped with the latest audio

visual facilities, which include video projection system, overhead projectors, slide

projectors, and audio recording equipment, which aid in making the

meeting/seminars a complete success. barber shop for men. & the exercise room

the total revenue. So the left out profit is 10-15 % of the total revenue. Non-

operating expenses and depreciation are almost 10 % of Operating expenses are

70-80% of the hotel revenue. Total revenue (Yearly) = 3 Million approx. – Both

equipment-based as well as people based. – Requires the client’s presence. –

Meet both a personal need as well as business need. – Having the objective (i.e.

profit-oriented) and ownership (public limited). Business Volume: 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: The services offered by this hotel are come under

hybrid 14. Nature of the Organization:

than 600 out of which 427are permanent while remaining are on daily wages.

Major portion of employees are working in F The total numbers of employees

working in PC Hotel Rawalpindi are more 15. Number of Employees: &B (food and

beverage) department and housekeeping department. Because, as we know that

hotel industry basically deals with restaurants and rooms, so to make and maintain

their standards concerning these areas (rooms and restaurants) employees are

needed. They are also needed to cook and serve food and to maintain the services

in halls, to maintain rooms & Banquet Halls Baker’s Boutique Health Club

Swimming Pool Restaurants Rooms Product Line of PC Hotel RWP are as

follow: services in rooms. 23 numbers of employees are working in the Human

Resource Department of them 5 are working in HR Office. Product Lines:

Develop employee security/safety measures. Review benefits/compensation

etc. Review personnel policies. Union Contract. Career

Counseling/legal/employee relation. Training. Orientation. Recruitment.

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. The primary objective of

the Human resource Department is to Introduction: 16. Overview of Human

Resource Department

in achieving hotel objectives. Efficiently handling of human resources to help the

management Providing personal example of excellence and attention.

Positioning the hotel to cope with upcoming competition. variety and

customization to the product. Improving physical structure and equipment.

Positioning for changing customer needs by bringing more Having satisfied and

motivated associates. quality by: Recognizing that a satisfied customer is the

ultimate goal. organization to achieve its objectives successfully. To excel in

providing five star services and product Built Upon Our Heritage Of Traditional

Hospitality. We Strive To Consistently Meet And Surpass Guests’, Employees’ And

Other Stake Holders’ Expectations. We Feel Pride In Making Efforts To Position

Pakistan In The Forefront Of The International Arena.” Vision statement is further

broken into following to help the “We Are Committed To Dynamic Growth And

Service Excellence 17. Central Focusing Theme of HR Department:

– Recruit new personnel whenever it receives Vacancy N Main Functions: 18.

Functions of HRM Department in PC otices from any of the department. – Imparts

induction and on-going training to the employees. – Union contracts. – Review

personnel policies.

admin, training This department basically deals with the matters like payroll, 19.

Human Resource Department & 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. This department is headed by Human Resource Manager

Organizational Structure: 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”

Responsibilities to include the following: recruiting of qualified candidates from all

available sources, e.g., Internal 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. direction,

supervision and administration of all staff other than executives. General duties of

Personnel manager are as under: - The Human Resource Manager of PC Hotel is

responsible for the Human Resource Manager: 20. Tasks / Responsibilities: &

External referrals, advertising campaigns, employment agency contacts; screening

& Arranges computerization of HR records.interviewing candidates; scheduling

candidate interviews with department heads; performing reference checks; making

hire/no hire recommendations to responsible management; and make offers of

employment and subsequent follow-up to effectively meet all manpower needs and

maximize the cost effectiveness of the hotel’s operation.

problems and advises corrective action to management. 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 personnel related bargaining

agreements in effect at the hotel to ensure uniform application and cost

effectiveness and to further ensure all management rights are exercised to the

optimum in accordance with common sense. Handles grievances at various

steps/levels. Responsible for the completion of the preparation for union contract

and bargaining process. Responsible for establishing effective rapport with union

officials to better facilitate administration of the contract. Directs the administration

and control of all hotel employee benefit classified information and all personnel

data are kept under proper security and confidentiality is maintained. Interprets,

administers and be the hotel representative for any 21. Organizes HR records,

arranges its storage and retrieval. Ensures

22. Represents & employee orientation program to induct all new employees. This

program is to provide assistance in the explanation and distribution of various hotel

information, rules and regulations; explanation of employee benefits; and thus

facilitates the smooth transition of new employees into the hotel work force.

Administration program by performing local wage surveys. Maintains all job

descriptions and salary grades in an up-to-date manner; establishes and maintains

employee performance appraisal programs; maintains a pay for performance

increase program to ensure the hotel attracts, retains and motivates the best

qualified employees while maximizing the cost effectiveness of the hotel operation.

Plans, organizes and directs the development and maintenance of and

maintaining adequate records on all claims, providing information to agencies,

attending court hearings, reviewing all compensation awards, disputing improper

awards as necessary to insure the best possible cost impact to the hotel.

Organizes, manages and administers the hotel Wage and Salary protects the

hotel’s interest in labor hearings by processing

Training for the hotel to include employee recognition programs, service awards,

and any other programs that will enhance the relationship of employees to the

hotel, establish better lines of communication and equitably resolve any job related

problems, and foster the best possible relationship between the hotel and the

community. Coordinates for Annual Budget for Manpower and prepares budget for

training activities in the hotel including seminars, training programs and outside

educational programs. Continually identifies and develops hotel employees with

transfer and/or promotion potential; coordinates the participation in corporate

management development programs. Develops and administers employee and

community relations programs 23. Develops, coordinates and maintains overall

responsibility for the & records according to good business practices that the hotel

is in compliance with all statutory requirements. Organizes, directs and manages

the maintenance of all personnel Development of Associates. Up dating and

preparing salary structure comparisons of hotel industry.

employee accident records, ensures regular safety/fire training seminars are held

and all employees attend on a regular basis. Directs24. Coordinates and

maintains the hotel’s safety programs and maintains all & and learning systems to

support workforce planning and career development. including activities in

employment, benefits, payroll, worker’s compensation and associate relations.

Implement the Hotel’s business plan and develop a Human Resources strategy in

alignment with this. 21. Create, implement and oversee the Hotel training programs

Functions as primary support to the direction of Human Resources, accordance

with all statutory requirements. Acts as an advisor to General Manager on Human

Resources. and efficient keeping of time records. Coordinates / administers

discipline and grievance procedures in supervises the timekeeping office to

ensure accurate, friendly

maintaining law and order in the event of special VIP visits to the hotel and

functions. Keeps a close contact with law enforcing agencies and authorities in

Responsible for the shifts and arranging the staff transports. vendors, community,

agencies, clients/guest, and corporate/regional Human Resources staff.

Responsible for all office correspondence. Incoming and outgoing mail.

associates. Provide positive relations/interact with highly diverse associates, Act

as consultant on associates issues and counsel managers and 25. Monitor the

compliance of PC policies.

Management or Department head position. Manager HR front desk manager,

housekeeping manager. HR manager larger scope, Director of Personnel

Services, Director of HR. Potential Career Opportunities: College Degree.

Certificate in Human Resource Management. Basic computer skills. completion

of PC’s HR program. Other PC management experience with appropriate training. HR management with knowledge of PC’s HR policies and procedures or

Employee’s old age benefit records. Minimum Experience for Employment of HR

Manager: Social security. Fortnightly report. 26. He also instructs and

supervises the preparation of: - Monthly statement of the employee’s group

insurance.

Basic responsibility of Asst Personnel manager is27. Responsibilities of Asst

Personnel Manager: training, and development, employee relations, and legal

requirements related to personnel. Training Manager. Counsels hotel personnel

as needed in areas such as career planning, Assesses needs, recommends and

oversees training in coordination with the authorized strengths/policies. Assists

HRM to conduct interviews. in order to attract most qualified candidates for

position vacancies. Assists the HRM to keep a constant check on man power hiring

as per all Corporate and hotel policies and procedures; and local and government

regulations pertaining to employment practices. Develops and implements

recruiting and screening systems and procedures Supervises and controls all

administrative affairs, ensuring compliance with Resource Manager in all the

above-mentioned duties. His duties are: Duties and Responsibilities to assist the

Human

policies and procedures and other Personnel matters. Keeps all HR records up to

date. activities and hotel personnel policies and programs. Maintains and updates

files on employee records, legal documents, hotel. Disseminates information

affecting employer employee relations, employee improvements to HRM.

Implements and monitors and effective employee relations program in the

Actively participates in the establishing of union contracts. Reviews personnel

policies, procedures and practices recommending agreements, applicable laws

regulations and PCH policies / procedures are followed. Consults with department

heads on appropriate action and recommends to HRM final action to be taken.

Serves as a member of union contract negotiations team as directed. 28.

Investigates and reviews all disciplinary actions to ensure union

regarding labor problems and advises corrective action to manageme Resources

Manager of the Hotel. Assists HRM by constantly keeping in touch with the legal

adviser Performs related duties and special projects as assigned by Human

development activities to meet those requirements. Oversees implementation and

administration of union agreements. personnel field and makes recommendations

relating thereto. Analyzes hotel manpower requirements and recommends

selection and employee health and safety. Monitors present and future trends,

practices and systems in the Participates in developing and implementing

programs to ensure facilities to ensure they are well maintained. Also checks the

cleanliness and food of cafeteria on regular basis. Monitors transport/conveyance

facility for employees. 29. Inspects regular, employee locker rooms, lockers and

other employee

Replacing an employee on job rotation. Replacing promoted staff. Replacing

dismissed staff. Replacing old retiring staff. 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. As far as the creation of

a job is concerned the HR Dept in PC Hotel knows Job Description Need for a

job: 30. HRM Practices on HRM Functions

Head of Vacant post dept. Asst Personnel Manager. Human Resource

Manager. General Manager. It includes: - Selection Board: It covers the

following aspects: - by the HR Dept. applications are kept in separate files

according to the job titles and when ever there is a vacancy suitable candidates are

called for selection. HR management in PC Rawalpindi has also tried consulting

Central Bargain Agents for hiring employees but it failed to come up their

standards. Selection Procedures Mostly walk-in interviews are a part of

recruitment method being followed 31. Recruitment Media:

and carries out their initial screening. After necessary scrutiny he verifies the

eligibility of various candidates for the vacant posts. Thereafter he selects the

candidates for further assessment and interviews. The selected candidates are

sent to Human Resource Manager for further tests. Staff Oriented Officer short-

lists the candidates for interviews During the process of assessment they don’t

consult with each other but give their independent views about the suitability or

unsuitability of a particular candidate. Walk-in interviews are open all the times and

when there is a vacancy for any job in any of the departments; CVs of the

candidates are consulted. Role of HR Department: The methodology of this board

in PC Hotel is quite different. 32. Working of Selection Board:

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.

These tests are taken in an informal way where the candidate Learning

capabilities. Mannerism checks. Aptitude tests. Psychological tests. result of

ach on an assessment form. He takes care of following aspects during the interview

/ test of a candidates:- Personality tests. The HR Manager of PC Hotel

Rawalpindi notes the analysis 33. Role of a Human Resource Manager:

by their own personal opinion. After this the General Manager assesses the result

of both, calls a meeting, assessment is discussed and finally the most suitable

candidate is selected for the vacancy. A few of the candidates are kept on the

waiting list, so that after the probation period the unsuitable candidates can be

replaced. The rating by HR Manager and head of the dept is strictly done

interviews the candidate where he is interviewed. The Head of the Dept also

conducts technical test, related to the job. General Manager: After evaluation by

HR Manager the Head of Vacant Post’s Dept 34. Head of the Concerned Dept:

candidate is the medical test batter, which the candidate qualifies for the position.

The last test in the PC Hotel regarding the selection of a 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 candidates who are considered for a

position in PC Hotel 35. Background Checks:

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. The higher authorities of the Hotel judge the

36. Job Evaluation

To maintain its high standards, the Hotel Management organizes and conducts

good quality of training of their employees. This Dept is closely assisted by HR

Development (HRD) i.e. under taken by Training Manager along with an Assistant.

This training is organized within the Hotel as follows: - A dedicated training staff t

Training department: 37. Development and Evaluation supervision of senior staff

member of the particular department to watch, supervise and correct their

mistakes. On the job training is conducted and the employees are placed under a

The new employees are introduced to key people of the Hotel. Detailed

orientation of all the departments is carried out. probation period. The employees

are briefed about the house rules on their arrival. employees. Initially the new

enrolled staff is employed and observed for 3-9 months of o plan and conduct the

training of staff /

skills, frequent seminars, lectures and departmental briefings are conducted.

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

groomed/trained for the next appointments. Employees are also provided the

opportunities to attend various long and steps are taken to ensure that employees

are placed at the right position where their skills can be further improved or where

their skills, abilities and capabilities can be fully utilized…. Best Person for the best

Job. Those who have the potential to rise further are picked up and planning of its

employees who have the potential to rise. HR planning is carried out to identify the

future needs of the Hotel and development and evaluation process at PC Hotel

Rawalpindi, which includes: - The HR Dept of PC Hotel lays special emphasis over

the further career 38. 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 Hotel’s complete way of working.

Career Planning: Career planning of the employees is one of the important stages

of

and declared supervisor of the month. selected and his credentials along with the

photograph are displayed in various departments. Similarly supervisor displaying

good performance is also selected Hotel and record is also maintained. The main

purpose is to create competitive environment in the Hotel. To give feed back to

employees, employee of the month is making decisions. Performance appraisal is

being done on monthly basis in PC Providing information to the employees and

managers for use in 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. Performance

appraisal is the systematic description of the job 39. Performance Appraisal

Systems Objectives for Criteria in Test Training Validation. Program Performance

Appraisal briefly described with the help of following diagram. Employment

Decisions Diagnosis of Employee Organizational Feedback Problems Purpose of

40. Purpose of the performance appraisal at PC Hotel Rawalpindi is

market conditions, ability to pay and skill of an employee are also kept in view

while devising various pay scales. Their broad objective in developing pay system

is to assign, a monetary value to each job category. Pay structure is devised to

achieve comparable worth, the effect of inflation, pay compression and pay raises. This is tied / linked to the strategic mission of the Hotel. Labor 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. Pay System: This basically covers the

programs that encourage and ensures 41. Compensation and Protection

Cash awards. Promotion to the next rank. Supervisor of the month.

Employee of the month. Honesty awards employees and to encourage them for

their good performance various rewards and incentives are given to them by the

management. These are: - Commendation awards. To keep an environment of

competition among the 42. Incentives/Rewards

Bonus Gratuity Birthday cake for employees. Provident Fund. rules.

Recreation allowance. Medical, casual and earned leaves are given as per the

Govt 15 days sick leave during the year with full pay uniform. Free medical

checkups. Free meals during working hours and free laundry for the 43. The

employees are also given full advantage of the fringe benefits such as: -

Transportation.

environment through effective employee relation. Having a check on their activities

and anticipating the future challenges achieve it. HR Dept in PC Hotel creates a

productive and satisfactory work Employees Relation / Assessment: Periodic

vaccination of employees. Comprehensive group insurance. House Doctor for

medical treatment during working hours. Social security hospital cards are issued

to each employee. Comprehensive coverage through social security Hospitals.

100 % free medical facilities are provided to the employees. health and

safety/security aspects as well, which includes: - Pre-employment medical. The

HR Dept looks after its employees with regards to their 44. Security/Safety/Health

understanding and co-operation conducted through a counseling committee.

Internal rifts among the employees are resolved through mutual In case of any

problem, counseling of the employee is the employees familiar with each other.

Special meetings are held in case of any problems and troubles. the dept and

with other depts. Frequent training including job training is conducted to make

frequent interactions. Employees are taught how to deal with their colleagues within

Lahore, PC Peshawar, and PC Bhurban) are followed in his regard. Inter and

intra departmental relations are developed through SOPs of the 5 properties (PC

Karachi, PC Rawalpindi, PC 45. Development of Employee’s Relation:

employees. A central settlement is reached and agreed benefits are given to the

Negotiations with Management are carried out in the presence of Union reps.

Charter is presented to the Management. immediate nature are catered ASP.

Demands are given the shape of a Chapter. Demands are finalized after every

two years in June however demands of Demands are gathered during frequent

meetings with the employees. To help the Management in discipline matters of

the employees. Working Strategy: Work in close co-ordination with Hotel

Management. Help the Management in smooth running of the Hotel. To fulfill

the legal demands of the employees. Union works in a manner so as to look after

the interest/welfare of the employees as well as the Hotel. Objectives: PC Hotel

looks after its employees by allowing healthy Union activities. The 46. Employee’s

Union-PC Hotel:

to the HR departments of other hotels like Marriot I 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 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 The whole HR department is

very well and highly qualified. The Following are the strengths of PC Rawalpindi:

Strengths/Scope of HR Department 47. SWOT Analysis nternational Islamabad

and Serena International Islamabad.

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. 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. HR

Dept in consultation with union management has to ensure a continuous flow of

good relationship between the management and employees. Relationship

between workforce and organization is the main challenge. 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: Internal weaknesses: In order to

manage people effectively in today’s world of work, it is 48. Weaknesses:

retention, the turnover rate has to be kept minimum by the HR Dept. changes due

to Govt. policies pose another major challenge to the HR Dept of PC Hotel.

Economic changes affect the pay benefits and various financial packages, so the

HR Dept has to strive hard to devise new packages. Main Competitor: To keep the

employees loyal to the Hotel and ensure their it has to maintain some standards

through out the world. HR Dept has to play the key role to help the hotel to achieve

these standards. Economic Challenge / Govt. Policies: Impact and effects of the

economic trained workforce for the hotel industry on international standards. The

HR dept of PC Hotel has to recruit and select the raw material and convert it into

efficient workforce. Global Competitive Environment: Since PC is an International

organization, so ensure that same nationals, PC Hotel, attend customers

approaching from other countries recruits and maintains a diverse workforce. So

diverse cultural workforce posses a great challenge to PC Hotel to ensure smooth

relationship and work environments among the employees. Lack of Trained

Workforce: In Pakistan very few institutes are able to provide Managing

Workforce Diversity: Being run at international standards and to 49. External

weaknesses:

starting seminars and workshops on latest HR practices after1 month duration. So

this will provide training and development to the HR employees. 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

available to HR department in near future: As the PC Hotel is an International

hotel Chain all Following are some of the opportunities which are 50.

Opportunities:

absence of this Dept. employees. Needs of the modern technology are not

fulfilled due to the Erratic performance of HR Dept also results in low productivity

of standard that affects its performance in some areas of HRM. Performance of

the HR Office is erratic at times. has to perform all the duties of HR Dept with the

same strength. The Hotel is lagging behind from the International Hotels HRM

has gained much importance in today’s time. Without proper HR Dept no

organization can achieve its objectives efficiently and successfully. Although the

Personnel Dept of PC Hotel performs all the duties, which the HR Dept is suppose

to perform. However if faces certain problem in absence of a proper HR Dept. PC

Hotel is in the process of developing HR Dept on international standards and in the

period of the month or so it will be converted into HR Dept. presently the problems

being faced are: - Present staff of HR Office is over burdened due to the fact that it

51. Threats:

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. vacant posts. Today emphasis is on effective use of Information

Technology to reshape HR functions introducing the HR Dept. Apart from the

walk-in interviews alternative method should also be employed to fill the functions

as a required part of their development and a way of bringing line experience to

HRM problems. PC Hotel should ensure that higher level of education and

experience is given to those individuals who are employed on HRM assignment.

For this purpose training in HR duties should be conducted. Extensive seminars

and lectures should be conducted to identify the needs before designed and

implemented. Progressive organizations rotate their best managers through various

specialized HRM 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 standards following suggestions are offered:- It should introduce Strategic Human

Resource Management to use the workforce most To help the Management to

achieve its objectives successfully on the International 52. Recommendations and

Suggestions

organization cannot be denied. In case of a Hotel industry it gains more

importance where a large number of diverse workforces have to be handled by the

management. At PC Hotel Rawalpindi the HR Dept is providing the Human

Resource Services to fulfill the management requirements smoothly and efficiently.

We have concluded that in PC Rawalpindi HRM is running in a very organized and

systematic manner. Through their dedication and commitment to their duties the

HR Dept has made an endeavor to successfully implement the management’s

policies and procedures in the Hotel. The importance of Human Resource

Management in an 53. Conclusion

051-556601 – EXT- 5870 -5692 Human Resource Coordinator HR Department

Contact numbers: Human Resource Manager HR Department Attique –ur-

Rehman Col Zulfiqar Ahmed 54. References