HR Department of Pearl Continential

7/31/2010
UNIVERSITY OF
THE PUNJAB
HR DEPARTMENT OF PEARL CONTINENTAL (PC)
Project of Human Resource Management | Successors

HR Department Of Pearl Continental (PC)
Project of Human Resource Management
Submitted to:
Sir Ashar Shakeel
Submitted by:
Attiq-ur-Rehmam MC09128
Shahzad Yamin MC09129
Sajid Ali MC09144
Ali Sufyan MC09130
Yasir Ayub MC09103
Ahmed Hayat Luck MC09140
University of The Punjab | Bibliography ii

University of The Punjab | Bibliography iii

Dedication
Our group dedicates this project to our parents who encourage us & help us in every
field of life & of course our teacher without whom we could not able to make this project.
May they live long.
(Aamin)
University of The Punjab | Bibliography iv

Acknowledgment
First of all we thank our Almighty ALLAH who has blessed us the courage, energy to
complete our final project.
This course work project which is the assignment of our M.com program is dedicated
unanimously to our Sir. What we have learnt from this program is not the gift of our
course books but is the relentless hard work and skill of our instructor. Whatever benefit
we will get by this course in our personal life is one thing but the quality of the
knowledge that has been delivered to us will remain with us.
We are also thankful to all those who helped us to collect the data without which my
report would not have been completed
University of The Punjab | Bibliography v

Executive Summary
There are several information-related issues at hand for Pearl Continental Hotel Lahore
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.
University of The Punjab | Bibliography vi

Table of Content
Project of Human Resource Management.......................................ii
Submitted to:....................................................................................................................ii
Submitted by:....................................................................................................................ii
Dedication...................................................................................iv
Acknowledgment..........................................................................v
Executive Summary.....................................................................vi
Table of Content.........................................................................vii
Introduction of the company.........................................................x
Vision statement.........................................................................xi
Mission statement......................................................................xii
History of PC hotel ....................................................................xiii
Organizational Chat...................................................................xiv
Business of the Organization.......................................................xv
SWOT Analysis of PC.................................................................xvii

Strengths........................................................................................................................xvii
Weakness.......................................................................................................................xvii
Opportunities................................................................................................................xviii
Threats..........................................................................................................................xviii
Departments of the PC................................................................xx
Hierarchy of HR Department.......................................................xxi
Activities performed by the HR department................................xxii

HR’s Role as a Strategic Partner...................................................................................xxii
Practices Followed by HR Department.......................................xxiv

University of The Punjab | Bibliography vii
Job Analysis.............................................................................xxiv
Job Description.............................................................................................................xxiv
Job Specification...........................................................................................................xxiv
Recruitment and Selection Process............................................xxv

Recruitment Procedure................................................................................................xxvi
Recruitment Practices ...............................................................................................xxviii
Sources of Recruitment .............................................................................................xxviii
Inside Candidates...................................................................................................xxviii
Outside Candidates.................................................................................................xxviii
Internees a Source of Outside Candidates...............................................................xxix
Selection........................................................................................................................xxix
Selection Procedure .....................................................................................................xxix
Interview.......................................................................................................................xxxi
Orientation and Training process and procedures......................xxxii

Orientation ..................................................................................................................xxxii
Training & Development.............................................................................................xxxii
Training Appraisal.......................................................................................................xxxii
Performance Appraisal Process and Methods............................xxxv

Method for Performance Appraisal ............................................................................xxxv
Factors Considered while Appraising.....................................................................xxxv
Employee Benefits..................................................................xxxvi
OTHER BENEFITS.....................................................................................................xxxvi
Health & Safety Conditions.....................................................xxxvii
Career Development.............................................................xxxviii
Flaws.....................................................................................xxxix
Conclusion..................................................................................xl
University of The Punjab | Bibliography viii

Recommendation........................................................................xli
Glossary....................................................................................xlii
Bibliography.............................................................................xliii
University of The Punjab | Bibliography ix

Introduction of the company

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 Hotel is the first Pakistani chain which has

achieved excellent international standards of services, quality and
University of The Punjab | Bibliography x

Vision statement
The vision statement of PC Group of Hotels is
“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.
University of The Punjab | Bibliography xi

Mission statement
The mission statement of PC Group of Hotels is
“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.
University of The Punjab | Bibliography xii

History of PC hotel
The pearl continental hotel, Lahore is a five star hotel located on

Sharah-e-Quaid-e-Azam, on the same stretch of road as the Alhamra
Arts Council, Lahore Zoo, Avari hotel and the Parliament building.
Pearl Continental Hotel Lahore being the only five star hotels in town,
offering matchless services and facilities stands tall among the small
hotels surrounding its premises. Most of the surrounding hotels lag
far behind Pearl Continental Hotel Lahore in standards because it has
always been the choice for budget meetings seminars symposium,
conventions weddings training courses corporate meetings and
conferences. Over the years Pearl Continental Hotel Lahore has
gained the reputation of providing variety of foods in different
restaurants and managing outside caterings.
The Pearl Continental Lahore is a 5 Star Deluxe hotel centrally

located in the heart of Lahore. The Hotel is 5 minutes drive away
from the central city and 25 minutes away from Allama Iqbal
International Airport. Main attraction for visitors to Lahore are
Lahore Fort, Magalia Badshahi Mosque, Magalia Shalimar Gardens,
Polo Club, Gymkhana Golf Course, Alhamra Arts Council, Lahore
Museum, Quaid-e-Azam Library and Race Course Park which are
within 10 km radius of the Hotel. The point of interest for the guest
also includes Wahgah Border.
The Hotel has 487 exclusively appointed bedrooms, which includes

193 Standard rooms, 238 Atrium Deluxe rooms and 49 Luxurious
Suites providing various levels of guest comfort. There are only 2
Presidential Suites in the hotel.
University of The Punjab | Bibliography xiii

Organizational Chat
University of The Punjab | Bibliography xiv

Business of the Organization
The nature of business of PC hotels is hospitality & provides the

following facilities:
 Laundry/Dry Cleaning
 Jeweler & Gem Shops
 Car rental
 Baby sitting
 Parking
 Travel desk
 Airline office
 In house doctor
 Florist
 Book store
 Business centers
 Pharmacy
 24 hour room service
University of The Punjab | Bibliography xv

 ATM
University of The Punjab | Bibliography xvi

SWOT Analysis of PC
Strengths
 Market Leader
 Quality Products & Services
 Straight Staff
 Brand Name
 Brand Image
Weakness
Focusing on the HR department, although PC has maintained strong
culture throughout the organization yet we’ve 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;
 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.
University of The Punjab | Bibliography xvii

 PC’s 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 pre-
determined questionnaire format. They ask on-time questions
from the interviewer.
Opportunities
 New on going projects (flour parking)
Threats
 Current Competitors:
• Holyday INN
• AVARI
• Royal Palm
• Country Club
 New Competitors
 Economic Situation
University of The Punjab | Bibliography xviii

 Political Situation
University of The Punjab | Bibliography xix

Departments of the PC
 Front office
 Laundry
 House keeping
 Accounts
 Credit
 Purchase
 F & B (food & brewages)
 Kitchen
 Sales
 Public relation
 Human resource
 Training & Development
 Security
 IT
 Engineering
 Privilege club
University of The Punjab | Bibliography xx

Hierarchy of HR Department
University of The Punjab | Bibliography xxi

Activities performed by the HR department
 Personnel planning
 Recruitment
 Selection
 Interview
 Orientation
 Training
 Performance appraisal
 Benefits & Compensations
 Health & safety
 Firing
 HRIS
 Payroll
HR’s Role as a Strategic Partner

The PC use competitive strategy. HR department helps
organization to achieve its goals by hiring committed, competent,
and customer-oriented workforce. There for The recruitment and
selection process in an organization has to be aligned with the
corporate mission and objectives.
University of The Punjab | Bibliography xxii

University of The Punjab | Bibliography xxiii

Practices Followed by HR Department
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.
Job Description
 Skills and Efforts
 Tasks
 Responsibility
 Outlines of the Duty
 Whom to Report the Task
Job Specification
 Qualification of employee
 Experience of employee
 Personal attributes required for the job
 Interpersonal skills and communication skills.
University of The Punjab | Bibliography xxiv

Recruitment and Selection Process
University of The Punjab | Bibliography xxv

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 tells 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 graduate’s 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.
University of The Punjab | Bibliography xxvi

 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.
University of The Punjab | Bibliography xxvii

Recruitment Practices
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.
Sources of Recruitment
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.
University of The Punjab | Bibliography xxviii
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.
Selection
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
 Firstly they trickle downs the CV’s. Then call only those for the
interview which have been selected.
 Selection is based on the eligibility of qualification and

experience. If the candidate has the qualification and
University of The Punjab | Bibliography xxix

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.
University of The Punjab | Bibliography xxx

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.
 For top level they also have Panel interview.
University of The Punjab | Bibliography xxxi

Orientation and Training process and

procedures
Orientation
After the selection process the employee is given
 A brief introduction of the hotel
 Property Round
 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.
 For executives the orientation process is for a month. The

executives move from department to departments
Training & Development

 English language course (for guest area employees)
 Fire fighting
 First Aid
 They may send their employees out of country for

training( High level)
Training Appraisal
University of The Punjab | Bibliography xxxii

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:
 Ability/Desire to learn new things.
 Knowledge.
 Leadership qualities.
 Quality Consciousness.
 Discipline.
 Attitude.
 Flexibility.
 Personality.
 Strengths.
 Weakness.
University of The Punjab | Bibliography xxxiii

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.
University of The Punjab | Bibliography xxxiv

Performance Appraisal Process and Methods
Method for Performance Appraisal

 360 degree
 Graphic Rating
Factors Considered while Appraising
 Conduct
 Appearance
 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.
An immediate supervisor plays an important role in performance

appraisal. The actual appraising is done by the immediate supervisor
of each employee
University of The Punjab | Bibliography xxxv

Employee Benefits
 Medical facilities
 Life insurance
 Increments
 Honesty award
 Provident fund
 Discount policy (50 % discount in Restaurants)
 Free 7 days stay at any PC hotel for the 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
University of The Punjab | Bibliography xxxvi

Health & Safety Conditions

In PC there is a Safety, Health & Environmental Committee
House doctor
Training manager
HR managers
Security
These all departments have one representative who is the member of

that committee
The following measures is taken by that committee
 Health and safety laws
 Security Measures
 In-house doctor and Dispensary
 Contract with Services Hospital
 Hygiene of employees
 Fire preventions
 Energy conservation
University of The Punjab | Bibliography xxxvii

Career Development
This is in progress. Hr department helps the old employee and make
it ready to the new position.
University of The Punjab | Bibliography xxxviii

Flaws
 No proper method for compensation
 No plan for carrier development
 No proper method for job analysis
 Less external recruitment
 No benefit after retirement
 No proper training program
University of The Punjab | Bibliography xxxix

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. Although it’s HR
Department have some flows which can be recovered. This project
has given us the realistic view of how Human Resource practices are
followed in any organization.
University of The Punjab | Bibliography xl

Recommendation
 HR department should prepare a proper program for external

recruitment so that fresh blood comes in the organization.
 There should be proper compensation management.
 HR department should plan for carrier development.
 Should plan for after retirement.
 There should be proper training for every department.
 Should do job analysis for low & middle level job.
University of The Punjab | Bibliography xli

Glossary
F
F&B
Food & brewages
HRD
Human Resource Director
PSL
Pakistan service limited
University of The Punjab | Bibliography xlii

Bibliography
Websites:
http://www.google.com.pk/
http://www.en.wikipedia.org/
http://www.sribd.com
Persons:
Asis Manager HR: Aqeel Ahmed
Officior HR: Abdul Rasheed
University of The Punjab | Bibliography xliii

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7/31/2010

Project of Human Resource Management | Successors

Project of Human Resource Management

Shahzad Yamin MC09129

Sajid Ali MC09144

Ali Sufyan MC09130

Yasir Ayub MC09103

Ahmed Hayat Luck MC09140

University of The Punjab | Bibliography ii

University of The Punjab | Bibliography iii

University of The Punjab | Bibliography iv

University of The Punjab | Bibliography v

Job analysis, recruitment, training and development, performance appraisal, setting

University of The Punjab | Bibliography vi

Introduction of the company.........................................................x

History of PC hotel ....................................................................xiii

Business of the Organization.......................................................xv

SWOT Analysis of PC.................................................................xvii

Departments of the PC................................................................xx

Activities performed by the HR department................................xxii

Practices Followed by HR Department.......................................xxiv

Recruitment and Selection Process............................................xxv

Recruitment Practices ...............................................................................................xxviii

Sources of Recruitment .............................................................................................xxviii

Internees a Source of Outside Candidates...............................................................xxix

Selection Procedure .....................................................................................................xxix

Orientation and Training process and procedures......................xxxii

Training & Development.............................................................................................xxxii

Performance Appraisal Process and Methods............................xxxv

Factors Considered while Appraising.....................................................................xxxv

Health & Safety Conditions.....................................................xxxvii

University of The Punjab | Bibliography viii

University of The Punjab | Bibliography ix

Introduction of the company

Pearl Continental Hotel is the first Pakistani chain which has

University of The Punjab | Bibliography x

The vision statement of PC Group of Hotels is

“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

University of The Punjab | Bibliography xi

The mission statement of PC Group of Hotels is

“Our mission is to be the hotel recognized as the leader in

The mission statement clearly shows that it aims at becoming world-

University of The Punjab | Bibliography xii

The pearl continental hotel, Lahore is a five star hotel located on

The Pearl Continental Lahore is a 5 Star Deluxe hotel centrally

The Hotel has 487 exclusively appointed bedrooms, which includes

University of The Punjab | Bibliography xiii

University of The Punjab | Bibliography xiv

Business of the Organization

The nature of business of PC hotels is hospitality & provides the

 Jeweler & Gem Shops

 24 hour room service

University of The Punjab | Bibliography xv

University of The Punjab | Bibliography xvi

 Quality Products & Services

Few of the weaknesses of Pearl Continental Hotel are as under;

 Immediate promotion depends on situation to situation. For

University of The Punjab | Bibliography xvii

 PC’s HR department not has their specified questions while

University of The Punjab | Bibliography xviii

University of The Punjab | Bibliography xix