Pearl Continental Hotel

MOHAMMAD ALI JINNAH UNIVERSITY

“INTRODUCTION TO HUMAN RESOURCE
MANAGEMENT”

Final Report on:
“Stages Of Dying”

Presented To: Maam Zaibunnisa.

Presented By: M. Wajih (SP08-BB-0081)
Rana Afaq (Sp08-BB- )
Ramiz Khan (Sp08-BB-0093)
Mubashir (Sp08-BB- )

Mohammad Ali Jinnah University 1

ACKNOWLEDGEMENT

“Starting with the name of ALLAH the most beneficent and the most merciful
whose blessings are abundant and favors are unlimited.”
As a mater a fact, people tend to forget those who are behind there achievements
and have stood for them whenever they need assistant. Our gratitude will be
meaningless if we are not grateful to almighty Allah for His kindness upon us. His
benevolence and blessings have made us capable.
We are extremely grateful to our course instructor Mr. Aftab Ahmed who spent
a lot of valuable time with us and gave all the related information and expertise
very generously about related courses


Table Of Content:

Contents:
ACKNOWLEDGEMENT...................................................................................................2
INTRODUCTION:..............................................................................................................5
VISION:...............................................................................................................................5
We feel pride in making efforts to position Pakistan in the forefront of the International
arena...........................................................................................................................................5
MISSION: ..........................................................................................................................5
2. OBJECTIVES OF THE HUMAN RESOURCE DEPARTMENT:................................6
STRUCTURE OF HUMAN RESOURCE DEPARTMENT AT PC:................................6
3. PEARL-CONTINENTAL HOTEL’S HR ROLE IN EXECUTING STRATEGY:.......8
HR’S ROLE AS A STRATEGIC PARTNER:....................................................................8
...........................................................................................................................................9
RECRUITMENT AT PC: ...................................................................................................9
RECRUITMENT PROCEDURE:.....................................................................................10
RECRUITMENT PRACTICES AT PEARL CONTINENTAL HOTEL:........................12
SOURCES OF RECRUITMENT AT PC: .......................................................................12
INSIDE CANDIDATES:...................................................................................................12
OUTSIDE CANDIDATES:...............................................................................................13
INTERNEES A SOURCE OF OUTSIDE CANDIDATES:.............................................13
JOB EVALUATION: ......................................................................................................15
.........................................................................................................................................15
SELECTION PROCEDURE AT PC:................................................................................18
TRAINING APPRAISAL:................................................................................................21
12. RECOMMENDATIONS:............................................................................................24
Attached Questionnaire of our PROJECT:.............................................................................25


1. HISTORY:
Pakistan Services Limited (“PSL”) was incorporated in 1958 as a Public Limited
company and is quoted on Karachi Stock Exchange since 1964. The primary
business of PSL is hospitality. It initially operated under the management of Inter
Continental Hotel; however, when Hashoo Group acquired PSL in 1985 it
changed the name of the Hotels to PEARL CONTINENTAL Hotels and became
the largest and oldest five star hotel chain of Pakistan. In October 1985 all the
Inter Continental hotels in Karachi, Rawalpindi, Peshawar & Lahore became the
PEARL CONTINENTAL Hotels. Another pearl was added to the chain in1992 at
Bhurban. PEARL CONTINENTAL Hotels is the first Pakistani chain which has
achieved excellent international standards of services, quality and product.


• INTRODUCTION:

Located in the heart of the business hub and 15 km from the airport, Pearl
Continental Hotel Karachi - is a preferred choice for discerning corporate and
leisure travelers. Vibrant and progressive, it retains the warmth and the spirit of
Pakistan, while offering a variety of rooms, stylish restaurants and contemporary
business facilities, establishing itself as an undisputed, premier business hotel.
Whilst not forgetting that Karachi is the city of dreams, an all enveloping sensory
roller-coaster ride which leaves you delighted and inspired at the same time.
There is a lot more to this city than what meets the eye.

• VISION:

“We’ll open the doors; you’ll see what’s in store.”

We feel pride in making efforts to position Pakistan in the forefront of the
International arena.

• MISSION:

“Our mission is to be the hotel recognized as the leader in the industry in any
aspect. We are committed to train and develop all our staff members allowing
them to grow in their careers and provide services and standards which exceed
guest expectations.”
The mission statement clearly shows that it aims at becoming world-class leader
in the service industry. It also shows that the management at PEARL
CONTINENTAL HOTEL believes in an exceptional workforce to provide world-
class service to their customers.


They want to ensure that not only they satisfy their customers but also delight
them.

2. OBJECTIVES OF THE HUMAN RESOURCE
DEPARTMENT:

1. Job analysis

2. Selection

3. Recruitment

4. Orientation

5. Training

6. Review benefits

→ STRUCTURE OF HUMAN RESOURCE
DEPARTMENT AT PC:


DIRECTOR
HUMAN
RESOURCE

ADMINISTR
MANAGER HUMAN ADMINISTR OFFICE
ATION
HUMAN RESOURCE ATION ASSISTANT
SUPER-
RESOURCE EXECUTIVE OFFICER
VISOR

Like all other HR Departments PC’s HR Department is responsible for managing
all the activities related to Human resource.
PC has the following Human Resource Management functions

1. Personnel planning

2. Recruitment

3. Selection

4. Interview

5. Orientation

6. Training

7. Performance appraisal

8. Benefits & Compensations

9. Health & safety


3. PEARL-CONTINENTAL HOTEL’S HR ROLE IN
EXECUTING STRATEGY:

Pearl-continental hotel’s functional strategies support its competitive strategies.
To play a role in executing strategies PC must require highly committed
employees which are the part of the PC culture. This means PC, begins its HR
processes to create a committed, competent, and customer-oriented workforce.
Hotel’s HR department supports strategy implementation in many ways. When
HR played a strategic role it becomes a good culture of PC.

→ HR’S ROLE AS A STRATEGIC PARTNER:

PEARL CONTINENTAL HOTEL can also play a vital role in making strategies
with other departments as well. They make their own forecasting plans. Our view
is that pear-continental hotel’s HR is strictly operational and that HR activities
are not strategic but it can help organization in making strategies. HR can also
adapt the strategies made by the organization for them. Mostly the top
managements craft the strategies of the organization. The strategies made for the
HR dept. are then programmed to execute that strategy. For Pearl-Continental
Hotel’s strategies there is a matching human resource strategy.
Here, HR’S role is not just to adapt its activities neither to the PC’s business
strategy, nor, certainly, just to carry out operational day-to-day tasks like paying
employees.


→ RECRUITMENT AT PC:


Employment planning Recruiting: Build a Applicants complete
& forecasting pool f candidates application form

Recruiting: Build a Use selection tools;
pool of candidates tests to screen-out
applicants

→ RECRUITMENT PROCEDURE:

The organization recruiting procedure is based on the nature of Job. What kind of
the job is it? Is it job for labor or some managerial level? It depends upon the
kind of work job contains, for permanent employees is different, contractual is
different.

Then according to the requirement, job specification and job description is
prepared by the HR manager. The immediate supervisor has to actually tell about
the place to be full-filled. HR manager then has to consult with GM of the
particular unit. After the proposal has been discussed the approval is given.


1. PC does not rehire employees which have gone. They prefer fresh graduate’s
employees.

2. Job posting is maximum of 9 months and minimum of 3 months. During this
period if the hired employee is found to be unsuitable the next most suitable
candidate is called from the waiting list to replace him.

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

4. For labor work PC uses contractors to provide them with the specified no. of
employees as required. These employees are hired by contractors on daily
wages.

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

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

7. Applications from candidates are kept in separate files according to the job
titles and whenever there is a vacancy available.

Recruitment and selection is the process of:

“Creating a pool of well qualified and talented candidates and
choosing the best candidate from that pool.”

The recruitment and selection process in an organization has to be aligned with
the corporate mission and objectives.


→ RECRUITMENT PRACTICES AT PEARL
CONTINENTAL HOTEL:

PEARL CONTINENTAL HOTEL has standard a list of jobs that are filled in
accordance with international standards. However these lists are not permanent
and new jobs are added to it keeping in view the changing needs of the workforce.
A new vacancy in PEARL CONTINENTAL HOTEL may arise because of the need
to replace the retiring staff, dismissed staff, promoted staff or replacing an
employee on job rotation. In case a department needs to fill in a vacancy, head of
that particular department sends a requisite form to the Personnel Manager. The
form contains specifics, e.g. whether the position is for a new employee or a
replacement, qualifications required for the job and its respective justifications.
This requisition form is sent to Personnel Manager and General Manager
respectively for their approval

 SOURCES OF RECRUITMENT AT PC:

→ INSIDE CANDIDATES:

As soon as a position is vacant a memo is issued throughout the organization. The
employees interested in the vacant position drop their application forms at HR
department. The other source for internal candidates is referrals.


→ OUTSIDE CANDIDATES:

There are no means used for attracting the outside candidates. PC makes no
advertisements. The word of the mouth from the existing candidates does the job
of getting out side candidates. Internees are one of the sources of the outside
candidates.

→ INTERNEES A SOURCE OF OUTSIDE
CANDIDATES:

Basic requirements for internees are the hotel management degrees and
diplomas/certificates in hotel management. The referred candidates are given
priority. Minimum duration of internship is one month whereby internees are
not paid. Free food and laundry services are however provided.

→ JOB ANALYSIS:

At PC job description is prepared for only managerial level post. The job
description is written by the HR department, the employees who are performing/
has performed the specific job make their contributions by listing down their


activities in provided diaries/logs & then presenting them to the HR department
which consequently writes down the specifications for the personnel required.

a) JOB DESCRIPTION:

Job descriptions are lists of the general tasks, or functions, and responsibilities of
a position. Typically, they also include to whom the position reports,
specifications such as the qualifications needed by the person in the job, salary
range for the position, etc. Job descriptions are usually developed by conducting
a job analysis, which includes examining the tasks and sequences of tasks
necessary to perform the job. Job descriptions are used especially for advertising
to fill an open position, determining compensation and as a basis for
performance reviews. In PEARL CONTINENTAL HOTEL, the job description
contains:

1. Skills and Efforts.
2. Tasks.
3. Responsibility.
4. Outlines of the Duty.
5. Whom to Report the Task
6. Everything is mentioned in it for the employees in a very detailed
manner.


b) JOB SPECIFICATION:

Once you are aware of the type of person you are looking to fit your job vacancy,
you can now design a "Job Specification" profile. In PEARL CONTINENTAL
HOTEL, the job specification includes:

1. Qualification of employee

2. Experience of employee

3. Training or development needed for the particular job

4. Personal attributes required for the job
5. Interpersonal skills and communication skills.

→ JOB EVALUATION:

Job Evaluation is the methods and practices of ordering jobs or positions with
respect to their value or worth to the organization. According to PEARL
CONTINENTAL HOTEL following factors are considered important while
making job evaluation which is:


1. Complexity of the Job.
2. How much Stress one can Bear.
3. Available Budget for Compensation.
4. Experience Required for the Job.
5. Company Need for the Employee for that Job.

6. Abilities required performing a Job.
7. Method used for Job Evaluation.

According to PEARL CONTINENTAL HOTEL, the method used for Job
Evaluation is as follows:
 Classification Method.
 Ranking Method.
 Point Method.

PEARL CONTINENTAL HOTEL use Classification Method when an
employee is performing well and has a chance to get promoted with the same
position but at higher level. On the other hand PEARL CONTINENTAL HOTEL
believes that there hierarchy is flat in nature. Due to which they consider that the
pays varies according to the position of the hierarchy. The top management will
get more salary as compared to employees of middle management. According to
this policy PEARL CONTINENTAL HOTEL is also following ranking method.


5. SELECTION:
Selection varies according to the job post. At PC for some jobs (i.e. chefs) they use
work sample testing technique, whereas the basic criteria for testing and selection
listed are:

1. Appearance & Grooming.

2. Professional Qualifications.

3. Experience & Knowledge of Job applied for.

4. Communication Skills in English.

5. Balance Poise & Maturity.

6. Potential for Growth.

7. Reasoning & Judgment.

8. Computer Skills.


→ SELECTION PROCEDURE AT PC:

1. Firstly they trickle downs the CV’s. Then call only those for the interview
which have been selected.
2. Selection is based on the eligibility of qualification and experience. If the
candidate has the qualification and experience according to the job
specification then he is called for the interview.
3. Minimum qualification is matriculation for the lower level staff. And the
minimum Qualification is bachelors for the upper level staff.
They avoid negligent hiring because they are running five star hotels.

6. INTERVIEW:

Step by step procedure is followed in the interviews.
1. The candidate is first interviewed by the manager of PC and the Director
HR. This interview is unstructured, the HR manager asks frequent
question to screen out the eligibility and potential of the candidate. After
conducting interviews from all the candidates he prepares a list of the
capable candidates.

2. The second step, in this step the selected candidates are called again for
the structured interview which is to be conducted by head of the particular
department.


3. In such interviews general knowledge questions which are related to the
job are asked from the candidates. And also the behavioral based question
that what would be the behavior and how a candidate would be performing
in a given certain situation. This helps them to judge the personality,
temperament, attitude, and the minimum stress could be handled by the
candidate.

4. The example of the whole procedure can be such as, like an assistant
marketing manager is required so he would be first interviewed by director
human resource manager then would be going through a panel interview
in which certain job related question will be asked such as, describe 4 P’s
of marketing or consumer market and consumer buyer behavior etc. In
their opinion behavioral interviewing is a good screening process to screen
out the best of the best people.

 For top level they also have Panel interview.

7. ORIENTATION:

1. New employees of 2 days orientation program. The employee is given a
brief introduction of the hotel, about every department, working
environment in which he has to work, and of the work related colleagues.

2. The employees are also provided with the job description of their work at
the time of orientation, which guides them for there services they have to
provide, and also introduced to the rules and regulation of the company
which includes.


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

4. Employee should respect the privacy of another employee

8. TRAINNG & DEVELOPMENT:

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

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

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

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

4. Safety training is also provided to the employee.


→ TRAINING APPRAISAL:

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

1. Ability/Desire to learn new things.
2. Knowledge.
3. Leadership qualities.
4. Quality Consciousness.
5. Discipline.
6. Attitude.
7. Flexibility.
8. Personality.
9. Strengths.
10.Weakness.

The immediate supervisor gives his remarks (assessment) according to trainees
work and also attaches his tests and assignments during training with that form.
These appraisal forms are sent to HRD for re evaluation and they keep these
forms as a record of employee’s performance.


9. PERFORMANCE APPRAISAL PROCESS AND

METHODS:

1. Appraisal is essential for enhancing the productivity of employees and to
bring quality improvements in the overall performance of the
organization.

2. At PC appraisal is done by the head of the specific department whose
employee is being appraised. The appraisal method used at PC is
“Graphical Rating Scale”.

3. Employees’ promotion (or demotion) is finally approved by the HR
Manager. Appraisals are conducted every three months a year.
The most important factors that are considered while appraising an employee
are:

• Appearance
• Conduct
• Professional Work
• Leadership & Teamwork
• Planning & Organization
• Initiative & Creativity
• Communication


• Training Skills
• Business Attitude & Operational Performance
• Achievements of Objectives

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

4. .An immediate supervisor plays an important role in performance
appraisal. The actual appraising is done by the immediate supervisor of
each employee. After rating an employee the supervisor consults with the
HR manger and then both of them decide how much to compensate each
employee and who is to be promoted?

5. When an employee is promoted, he/she is required to meet the new post
requirements. For example qualification, the employee is ought to assure
that he/she is the student of the required program.

10. CHALLENGES FOR THE HUMAN RESOURCE
DEPARTMENT:

In order to manage people effectively in today’s world of cut throat competition,
it is vital to understand and appreciate the significant competitive, legal and
social issues. The human resource department of PEARL CONTINENTAL
HOTEL has to cope with internal as well as external challenges to ensure the
achievement of its mission. Some of the internal and external challenges faced by
the human resource department are presented below:

1. Relationship between the Workforce and Management.


2. Managing a Dynamic Environment.

3. Conflict Management.

4. Managing Workforce Diversity.

5. Lack of Trained Workforce.

6. Global Competitive Environment.

7. Economic Challenge.

8. Loyalty of Employees.

11. CONCLUSION:

After a thorough study of Human Resource Department at Pearl Continental,
Lahore we can conclude that PC is a huge name in the hotel industry and its
Human Resource Department is working dynamically to pursue its
organizational goals. This project has given us the realistic view of how Human
Resource practices are followed in any organization.

12. RECOMMENDATIONS:

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

2. Internees should be paid for their services.


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

4. As PC doesn’t have any special program to bring the outside talent in, so
they need to take this area under consideration.

5. More incentive programs should be introduced to maintain employee
motivation.

Attached Questionnaire of our PROJECT:

Q No. 1: What are the key values of PC Hotel’s culture?
Ans: Integrity, Loyalty, Personality, Safety & Security etc.

Q No. 2: Describes the hierarchy of Human Recourse department?
Ans: DHR – MHR – HR- Exec – Admin Officer – Admin – Supervisor – Office
Assistant.

Q No. 3: Which methods PC use to analyze and evaluate the job?
Ans: We have a revised JDs and Job Specification System to evaluate the job.

Q No. 4: Do you plan any pool of application to fill-up vacant post?
Ans: No

Q No. 5: What type of test you conduct at the time of recruitment?
Ans: Just a Personality Test, English, Presentation.

Q No. 6: What methods you adopt for screening candidates?
Ans: We have two days walk in interviews in a week.


Q No. 7: How you train and develop your employees?
Ans: We have a proper Training and development Department.

Q No. 8: Describes your performance appraisal method?
Ans: Not a particular one.

Q No. 9: Have you any compensational plans for new and current employees you
offer?
Ans: We have Bonuses, Hajj Lucky Draw etc.

Q No: 10: Do you offer any after job benefits to your employees?
Ans: Yes we have, Medical Facility, Hospitalization Insurance, Life Insurance,
Discount on Rooms and Restaurants etc.

QNo.11: Through which techniques you handle the stress among employees?
Ans: We have a counseling system and have proper training session regarding
stress management.

Q No. 12: What are your social responsibilities being HR executive at PEARL
CONTINENTAL HOTEL?
Ans: My Social Responsibilities are to look after employee relation, arranging
their social activities like birthday Parties, Ladies Get together etc.

Q No.13: what type of decisions you usually take, under the condition of
uncertainty or risk?
Ans: It depends upon the type of Risk.

Q No. 14: Describe the tools you use for planning?
Ans: Like Business Plan, Goal Setting Plan etc.


Q no. 15: For which type of activities you adopt strategic, operational specific,
standing or single use plan?
Ans: For Development, Growth, etc.

Q No. 16: Do you allow the employees to participate in developing plans in your
department?
Ans: Yes, we are.

QNo.17: How you handle candidates interviewed individually, in group or
through panel?
Ans: Depends upon the nature of the job. For top level we have Panel interview
also.

Q No. 18: What is your employee turnover?
Ans: It varies all the time.

Q No.19: What type of communication between managers and employees?
Ans: Two way communication.

Q No. 20: How you motivate your employees for good performance?
Ans: We have Employee, Supervisor of the month, Departmental Champion,
Honesty Awards etc.


Pearl Continental Hotel

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