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PEARL CONTINENTAL
SUBMITTED TO: Mr.MEHTAB AHMED SIDDIQUE. SUBMITTED BY: ANAM MEHMOOD FARINA RASHID.

ACKNOWLEDGEMENTS:
In the name of ALLAH, the most merciful and beneficial, and humble regards to the HOLP PROPHET (PBUH), it was an honor for us to get the unexpected and plenty of help for the completion of the huge task we had to complete. Heart felt appreciation and gratitude to Major.Mehtab Ahmed Siddique (Director HRM) without whose kind and honest patronage we would not have been able to show this much of the work. We also wish to express our grateful appreciation to Mr.Manzoor (Assistant Executive Housekeeping) who have contributed her sincere co-operation and supplemental information for the completion of this report. Last but not the least, we express our heartiest regards to our parents who supported us morally, spiritually and prayed for our success to achieve goals in life

TABLE OF CONTENTS: S.No Chapter1 1.1 1.2 Chapter2 2.1 2.2 2.3 2.4 2.5 2.6 2.7 2.8 2.9 2.10 2.11 Chapter3 Chpater4 Chapter5 Chapter6 6.1 6.2 6.4 6.3 Chapter7 Chapter8 Chapter9 Chapter10 CONTENTS Hotel Industry History of hotel industry. History of hotels in Pakistan Introduction of organization. Introduction to PC Introduction to owner. Introduction to PC Pindi. PC Vision. PC Mission statement Goals of PC Hotel Core Values Chain of command Team of PC Pindi Hotel Departments in PC Pindi Department Heads Departmental Analysis Hotel facilities Objective of studying the organization Finance Department Purchase Department Accounts Department Cost control Department Credit Department Training the key to success SWOT Analysis Conclusion Recommendations Departmental organizational charts. PAGE NO. 5 5 5 6-21 6 8 10 15 16 17 17 19 20 20 21 22-39 40-42 43 44-46 44 45 46 46 47-48 49-50 51 47 52-57

CHAPTER.1. HOTEL INDUSTRY: The purpose of this chapter is to provide a general overview of Pearl Continental Company. It is not intended to be a comprehensive treatment of the overall function and working, but rather a brief review of corporate history of PC international and of PC in Pakistan. The facilities hotel is providing to its valuable customers in terms of rooms and different outstanding outlets. 1.1. History Of Hotel Industry: In early times, hotels and inns were defined as; An establishment that had to provide transients with lodging, food drinks and accommodation for stabling their houses. Obviously there requirement have changed over the years. Of course, the building itself is a necessary part of hotels but now the word Hotel also includes all personnel property that must be used in its operations, including its bedding and heating facilities. A tourists camp is no less than hotel because the business in conducted in a group of building rather than in just one building. 1.2. History Of Hotels In Pakistan: As the history of hotels in Pakistan is concerned it started functioning after creation of Pakistan. The first hotel was established during 1950s.In the earlier time there was no concept of luxurious hotels in our country as mostly it is now. During 60s and 70s Taj Mahal Hotel, regent Plaza, Mehran Hotel, but in previous decade the industry grew because of rising living standards and nations inclination to modernization. Some world renowned hotels have started functioning in Pakistan are Karachi Sheraton, Pearl Continental Hotel, Marriott Hotel, Holiday Inn Hotel, Avari Tower Hotel, and so on.

CHAPTER.2. INTRODUCTION OF ORGANIZATION 2.1. Introduction To Pearl Continental: Hashoo Group of Companies was established under the leadership of Mr. Sadruddin Hashwani. In a period of some three decades he through his single handed dedication and commitment to the Profession has transformed this Group in to a leading industrial group of Pakistan, well known for its forward-looking approach, and highest standards of quality and integrity. Starting with Cotton Trading, Hashoo Group of Companies today boasts the only chain of Five -Star Hotels in Pakistan namely The Pearl Continental Hotels chain and the Karachi Marriott and the Islamabad Marriott Hotels with presence in all the provincial capitals and the Federal Capital except one. Today, Hashoo Group of Companies besides hotel industry encompasses oil and gas exploration, mining, ceramics, pharmaceuticals, tourism and travel. It also has considerable investment in real estate. Mr. Sadruddin Hashwani with his keen eye on the future is now guiding the Group to enter the field of Information Technology (IT). Towards that end a wholly owned subsidiary of the Group known as Net 21 (Pvt) Ltd is currently operating as Internet Service Provider, which is planned to serve as springboard to launch substantive IT projects. The oil and gas exploration is being done under the Orient Petroleum Inc, which has recently met with successful find. The Group is constantly on its forward march. Some examples of it are: The construction of Pearl Continental Hotel Bhurban in the picturesque Murree hills, Construction of new wing called Atrium Wing of The Pearl Continental Hotel Lahore equipped with the most modern amenities, Continual 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. Hashwanis Vision knows no bounds and it will be difficult to predict as to what will be his focus of attention tomorrow. For him time is short and the Art is long. Therefore, his philosophy is that each moment of life should go towards advancement of cause of humanity at large. Mr. Hashwani runs Hashoo Foundation whose sole objective is to engage in philanthropic projects in support of social and cultural causes and for the uplift of the deprived. Through this Foundation he not only fulfils his corporate responsibilities but also more importantly his unwavering commitment to promoting the good of common man. The Pearl continental chain in Pakistan is owned by the Hashwani group under the holding company Pakistan Services Ltd (PSL) and Hashwani Hotels ltd respectively. The Pearl chain was acquired by the group in 1985, at a time when the image of the hotel was

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

2.2. Mr. Sadruddin Hashwani

Mr. Sadruddin Hashwani hails from an illustrious family of Karachi. In 1960, he entered the business of cotton trading and through his hard work and genius he within a decade emerged as a prominent businessman on Pakistans 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 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. In 1978 and 1981, he consecutively built Holiday Inn Hotels first at Islamabad & 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. In 1985, he purchased the controlling shares of Pakistan Services Limited, which owned Inter Continental Hotels in Pakistan. These hotels were in bad shape and losing lot of money. Mr. Hashwani changed the name of this chain of Hotels, to Pearl Continental Hotels. He by dint of persistent hard work against all odds combined with extraordinary sense of correct direction of the future transformed the Pearl Continental Hotels chain in to Pakistans largest and most elegant five-star hotel chain having presence in Karachi, Lahore, Rawalpindi and Peshawar. He took another bold initiative when he went ahead with the construction of a new Pearl Continental hotel at Bhurban in the picturesque Murree Hills. The Pearl Continental Hotel, Lahore was expanded with the addition of a new wing called Atrium Wing and refurbished with most modern amenities. The international recognition of high standards of Pearl Continental Hotel chain and those of the Islamabad Marriott and Karachi Marriott Hotels are documented in various forms. As an example, the Pearl Continental, Karachi is recognised as One of the Leading Hotels of the World. Mr. Hashwanis business acumen encouraged him to diversify into Petroleum Industry. In 1995, he acquired controlling stocks of the US based Corporation, Occidental of Pakistan Inc., (now known as Orient Petroleum Inc.), which is actively engaged in the exploration and production of Oil & Gas in the country. The Orient Petroleum has recently been rewarded with a successful find that is under evaluation for reservoir capacity. In addition to being in hotel industry, he is also active in trading, real estate, pharmaceuticals, ceramics, mining, and oil & gas. His industrial conglomerate is known as Hashoo Group of Companies. Orient Petroleum Inc. is one of the major divisions of the Hashoo Group. His latest focus is on the Information Technology (IT) and already an Internet Service Provider company by the name of Net 21 (Pvt) Ltd., is functioning as a subsidiary company of the Hashoo Group. Net 21 (Pvt) Ltd. is designed to serve as a platform to make further inroads into the brand new and vital field of IT.

In recognition of his contributions to Pakistans business and economic progress, the Institute of Business Administration, Karachi honored Mr. Hashwani in 1988 with the Outstanding Professional Contribution Award. For his distinguished services to the Tourism Industry of Pakistan, he was awarded a Gold Medal at the Tourism Convention held in 1993

2.3. Introduction To PC Pindi.

The Mall Road | PO Box# 211, Rawalpindi, Pakistan. Rooms: 200 Hotel class: Rawalpindi is the twin city of Islamabad, the capital of Pakistan. It is a transit city for visitors wishing to explore the fascinating Northern area. Islamabad airport, which serves the twin cities, is a ten-minute drive from Rawalpindi's only deluxe hotel, Pearl Continental and in close proximity to archaeological sites in Taxila, historical monuments and hill stations. In 1967-68 PC Rawalpindi came in to existence.

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Pearl Continental Hotel Rawalpindi Has 200 Newly Renovated Rooms, including: 10 Rooms have latest computers with hi software and internet. Presidential and Executive Suites. The Hotel has Four restaurants. 24 Hour Room Service. Rent-A-Car. Fully equipped Health Club and Business Center. Banquet Facilities are available to cater from small meetings to a large conferences. Pearl Continental Hotel Rawalpindi is located on Mall road, close to the shopping centers of the city. The hotel has 200 rooms including presidential, deluxe and junior suites. Hotel facilities include direct dialing facilities, national and international, from the privacy of your bed room. Cable television, heating and Air-conditioning, Electronic safe with a self setting code and computer controlled electronic door locks are also installed for your security. The attached bath with spacious tub, shower and continuous hot and cold water are at your disposal. Do not fret if you have forgotten your essentials, we take care of your basic toiletries. Other important room accessories include the electronic safe. To cater to your off time eating urges we provide you with a beverage room minibar within the confines of your room

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

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

Pick & Drop Service

Complimentary pick and drop service between PC 200 guest rooms and suites featuring hotel and Islamabad Airport. satellite TV, in-room movie channel, modern port, international direct dialing, radio and individual climate control, mini bar and in-room safe. Handicap rooms also available. Taipan:( Restaurant) Marcopolo:

Exclusively Chinese, it serves the best Cuisine in Serves Pakistani and Continental Town, and opens both for Lunch and Dinner Buffet Cuisine, and is open for Breakfast, Lunch, and Dinner. Bukhara: Front Page:

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

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Services & Facilities Concierge desk Florist Gift shop Clothing boutiques Beauty salon Guest laundry Laundry / Dry Cleaning

Complimentary Facilities on Standard Floor Buffet breakfast Airport transfer, subject to prior flight details. Fruit basket in each room Choice of local newspaper Late check out subject to room availability and upon request. Use of health club, swimming pool and sauna. Electronic safe in each room. In-house channels. movies and audio

24 hr full emergency self-power generated back-up system.

Modem port in each room. Complimentary Facilities on Executive Floor All the facilities of standard floor. Business Center A 24-hour facility to meet all corporate needs from Internet access to fax connectivity. Smart Rooms A room that works as an office. Features include Modem / Notebook outlets, work desk and ample lighting.

Express check in & check out on the same floor. Free local calls

Complimentary two small mineral water bottles from mini bar.

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Night suit press in each room. Personalized stationery.

Executive Club An exclusive lounge for informal get-togethers offering light refreshments and the latest business publications. Health & Recreational Facilities A luxurious health club offering all weathers outdoor swimming pool, Jacuzzi, sauna, massage facility and a fully equipped exercise room.

Butler service

Meeting rooms for short business meetings.

Snacks and beverages available in lounges till midnight. Conference & Banquet Facilities Tastefully refurbished, our Conference and Banquet facilities can cater from small meetings, to Royal banquets of 650 to 1500 people, in our Halls and the vast Eastern and Western lush green gardens. The new Conference facilities have state of the art Audio visual aids, and are complemented by available ISDN lines

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2.4. PC Vision: The vision of PC hotel is; WE ARE COMMITED TO DYNAMIC GROWTH AND SERVICES EXCELLENCE BUILT UPON OUR HERITAGE OF TRADITIONAL HOSPITALITY.WE STRIVE TO CONSISTENTLY MEET AND SURPASS GUESTS, EMPLOYEE AND OTHER STAKE HOLDERS EXPECTATIONS.WE FEEL PRIDE IN MAKING EFFORTS TO POSITION PAKISTAN IN THE FOREFRONT OF THE INTERNATIONAL ARENA.

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2.5. PC Mission Statement: All company and hotels have basic theme behind their existence, usually called as missions or objectives, which they set according to their requirements, in order to achieve their targets and goals. PC mission statements are: TO WIN IN SERVICE BY PROACTIVELY OFFERING CUSTOMERS THE MOST VALUABLE ASSISTANCE, INFORMATION AND SUPPORT IN UNIQUELY WARM AND CARING MANNERS

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2.6. Goals Of Pc Hotel: 1. To achieve 100% satisfaction. 2. Continuously motivation and training of staff so as to maintain high standard. 3. Insuring customization of good quality product through strict quality control. 4. Achievement and maintenance of excellence in service through constant dedication, determination, loyalty and commitment to job. 2.7. Core Values: G.R.I.T. Growth development for all: 1. Competence and the contribution as the only basis for job security. 2. Promotion. 3. Learning environment and opportunities. 4. Provision for world-class education and training. 5. Aligning people with latest technological trends. Recognition and reward: 1. Achievement orientation. 2. Performance based evaluation. 3. Appreciation. 4. Incentives. 5. Setting ever-rising standards of performance.

Innovations: 1. Listening and two-way interaction. 2. Participation. 3. Encouragement. 4. Motivation.

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5. Enterprise. 6. Incentives. Trust: 1. Cooperation. 2. Support. 3. Teamwork. 4. Sense of ownership. 5. Empowerment. 6. Integrity. 7. Dignity. 8. Respect.

Pakistan Services limited

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

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

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2.9. Team Of PC Pindi Hotel: Company Name Chairman General Manger Executive Assistance Manager Hashwani Hotels Limited
Mr. Sadruddin Hashwani

Raja Mohammad Irfan Ullah Syed Kamal Ahmed

2.10. Departments In PC Pindi: There are eleven departments in PC Pindi which are performing different task, some are at the front house which means that they have a direct dealing with the customers and the other are at the back house which dont have a direct dealing with the customer. The departments are: 1. Human Resource Department. 2. Marketing and Sales Department. 3. Food and Beverages Department. 4. Finance Department. 5. Engineering Department. 6. Security and Vigilance. 7. Front Office. 8. Housekeeping Department. 9. Credit Department. 10. Purchase Department. 11. IT Department. 12. Training Center (part of human resource department)

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2.11. Departments Heads:

Mehtab Ahmed Siddique A.B khan Balouch Sajid Balouch Ijaz ul Haq Mobeen Hussain Ejaz Ahmed Tariq Amin Shafiq Ahmed Abdul Hayee Farhat Khan Shahid Ashraf Haroon Malik Tariq Mahmood Khan Col Anwar

Human Resource Manager Credit Manager Chief Engineer Director Finance controller Purchase Manager Director F&B Executive Chef (F&B- kitchen) Executive Housekeeper Front Office Manager Director Sales Manager IT Manager F&B Director PR Marketing Manager Security & Vigilance

Therefore from the above structure of the organization I have reached to that the organization has a functional departmentalization. Also the chain of command is there, because there is continues line authority that extends from upper organizational levels to the lowest levels and clarifies that who reports to whom. PC Pindi Hotel is functioning effectively as only the Executive Committee makes all the decisions. Also the member of Executive Committee receives a lot of input from other employees as well. Therefore we say that the organization is both centralized as well as decentralized, and it is very highly formalized organization. The organization of PC Hotel is more mechanistic than organic. It is more mechanistic because it has very high formalization in it; there is centralization; clear chain of commands; and high specialization. And the reasons to be organic organization are that it has little bit of decentralization and have cross-functional teams in it.

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CHAPTER.3. DEPARTMENTAL ANALYSIS:

Departments in PC Pindi can be divided into two categories: 1. Operational Departments. 2. Other Departments. Operational Department: This department includes: Front Office. House keeping Department. Food & Beverages. (Services). Food & Beverages. (Preparation). Other Departments: This department includes: Laundry Department. Engineering Department. Security Department. Accounting/Finance Department. Training and HR Department. Sales & Marketing Department. Telecommunication department IT Department. DISCUSSION ABOUT DEPARTMENTS Operational Departments: 1. FRONT OFFICE: It includes: o Reception. o Reservation. o Concierge. o Business center. o Telephone exchange. o Airport counter. o Travel desk. o Health club. o Recreation.

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o Guest relations. Reception:

Reception is the very first place where a guest comes to fulfill the formalities to stay. Responsible for the successful overall supervision of the activities of all employees who work in the front desk and bell desk areas of the hotel, ensuring maximum occupancy and optimum guest service and satisfaction. Checking in guests. Recording arrivals in the arrival block. Preparing guest folios. Keeping the rack current as to occupied, vacant and uncleaned rooms. Recording the revenue of the occupied payables rooms and rooms occupied by the complement any guests; totaling and balancing. Guides and supports front desk and bell desk employees in the daily performance of their duties. Maintains a thorough and complete knowledge of all departmental procedures and assists in the administration of the hotel operations. Handles all guest requests in a prompt and courteous manner. Posts charges to guest accounts and makes adjustments and corrections as necessary. Ensures a maximum level of service and satisfaction is achieved and maintained.

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Reservation:

This department consists of positions whose primary functions are to provide travel information and make travel reservations. Travel reservationists typically perform some or all of the following duties; Communicate with clients to determine destination, mode of transportation, travel dates, financial considerations and accommodation requirements. Provide clients with brochures and publication containing travel information. Plan itineraries. Arrange accommodations. Compute cost of travel and accommodations. Book domestic and international reservations. May specialize in domestic or international travel. Concierge:

Concierge department in PC hotel is working as BELL STAFF. This section performs the following task: Takes the luggage in, when arrives. This section circulates any fax or any other document.

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Keep record about the current affairs of the city. Informs the guest about the major events of the city. Keep postal cards or tickets for the guests and provide it on request. Medical equipment, medicine and oxygen cylinder are also provided by this department in case of emergency.

Business Center:

Business centre of PC Pindi provides the secretarial services: Photocopy Spiral binding Transparencies etc.

Telephone Exchange:

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

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Health Club:

PC hotel provides GYM facility to their guests. Airport Counter: PC has an airport counter in Islamabad International Airport to receive the guest from airport and also provide transport facilities to their guests. Travel Desk: In PC this department provides travel facilities. This department is concerned with airport counter. Recreation: Enjoy vigorous aerobic or callisthenic workout or pamper yourself with a steam bath at the full-featured Health Club. (Different timing for ladies & gentlemen.) Valet parking. Temperature control outdoor swimming pool separate for ladies and gents Fitness centre Massage, sauna and steam.

Duties and Responsibilities of Front Office Manager: Front office manager is responsible to the general manager for operations of front office including reservations, reception, conierge etc. Some of the important duties and responsibilities of front office manager are; Participates in the selection of front office personnel. Trains, cross-trains, and retrains all front office personnel. Schedules the front office staff Supervises workloads during shifts. Evaluates the job performance of each front office employee.

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Maintains working relationships and communicates with all Departments. Maintains master key control Verifies that accurate room status information is maintained properly communicated Resolves guest related problems quickly, efficiently, and courteously. Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel. Reviews and completes credit limit report Works within the allotted budget for the front office. Receives information from the previous shift manager and passes on pertinent details to the oncoming manager. Enforces all cash handling, check cashing, and credit policies. Conducts regularly scheduled meetings of front office personnel. Wears the proper uniform at all times. Requires all front office employees to wear proper uniforms at all times. Upholds the hotel's commitment to hospitality

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2. HOUSE KEEPING DEPARTMENT: House keeping department performs a very important role in overall outlook and image building of the hotel. This department supports all other departments in one-way or the other. Functions of House Keeping Department: Maintenance of the rooms. Maintenance of the lobby. Maintenance of the gardens. Maintenance of the poolside. Maintenance of the back of the house. Making overall decoration of the hotel. Preparation of housekeepers reports. Lost and found facilities. Provision of Uniforms and linen. Maintenance of The Rooms:

In PC hotel, every floor has four room maids and two rooms boys. Each room is prepared three times a day and the floor supervisor checks the rooms to be up to the standard. Responsible for assisting the housekeeping management with the successful overall coordination and direction of all activities of the Room Attendants in the Housekeeping Department, ensuring an exceptional standard of cleanliness is achieved and maintained in all guest rooms. Essential Duties and Responsibilities: Inspects each assigned guest room, prior to occupancy, to ensure cleanliness and appearance, maintaining records of rooms that

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received cleaning approval, as well as rooms that required further cleaning and maintenance, as assigned. Guides, supports and supervises Room Attendants and Porters in the proper execution of their daily responsibilities. Monitors computer system, in order to track room vacancies, for cleaning and maintenance purposes. Takes responsibility for the security of a "Pass Key" during assigned shift, turning it in at the end of the shift to housekeeping management. Maintains an adequate supply of linens, cleaning chemicals and amenity inventories, re-ordering and re-stocking when necessary. Properly tags lost and found items and calls security for pick-up. Assists in the preparation of various daily, weekly and monthly reports, offering suggestions and recommendations, where appropriate, to improve productivity and cost-efficiency.

Maintenance The Lobby:

Lobby should be neat and clean. There should not be any mishap over there because this is the most sensitive area of the hotel because of the front office.

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Maintenance Of The Gardens.

It is the responsibility of house keeping department to hire expert gardeners to maintain the beauty of the garden. Garden should be neat and clean so that guest can feel relax over there.

Maintenance Of The Poolside.

It is also the responsibility of house keeping department to prepare pool for swimmers Engineering department also responsible for swimming pool maintenance.

Maintenance Of The Back Of The House. Although this is the relaxing area for employees but it must also be neat and clean.

Making Overall Decoration Of The Hotel. 30

 Flower Shop.

Interior designers are hired by this department for the over all decoration of the hotel. Interior designers also decorate different areas of the hotels according to the functions.

From floral settings to bouquets available in the lobby all day. Preparation Of Housekeepers Reports. It is the responsibility of house keeping department to prepare daily house keeping report. These reports are sent to the front office for the latest physical condition of the rooms. Lost And Found Facilities. If lost and found section found any valuable things of the guest then they will send these items to front office. If front office not finds the owner of the item then after 6 months these things are given to the employees as a reward. Provision of Uniforms And Linen. This is the duty of house keeping department to provide uniform to all the employees of the hotel. This department also provides linen to all other departments 3. FOOD AND BEVERAGES (PREPARATION): 31

Mr. is the director of Food and Beverage Department and Mr. is the manager of this department. Food and Beverage outlets provide exceptional food and beverage service to our guests in the various restaurants in the Hotel. They have an award-winning reputation for excellence in cuisine PC property offers guests multiple choices for dining. These options can range from casual Mediterranean-inspired menus or light luncheon and salad buffets to French contemporary cuisine in a classic and gracious European setting. Kitchen:

The inspiration centre for our culinary delights, the kitchen both dazzles guests and satisfies every craving. From a fluffy omelet at three in the morning to an elaborate banquet function, our kitchens are always in overdrive, meeting the demands of all of the Hotel's Food and Beverage operations. Catering:

From the small, intimate business meeting to the elegant, 500-person wedding, and our Catering team works to support clients' needs. This specialized team focuses on selling and reserving the public room space, menu design and event coordination to ensure that it all happens flawlessly. 32

4. FOOD AND BEVERAGES. (SERVICES) Director of Sales: The Mr. is the Director of Sales is responsible for maximizing the occupancy and the average daily rate of the hotel, while upholding excellent guest service and accommodations to all guests. This position will work closely with the hotels preferred accounts and group reservations. The Director of Sales manages the sales effort and supports the General Manager on operational issues. This position requires excellent communication skills, both written and verbal. Sales & Catering Assistant: The Sales & Catering Assistant is responsible for assisting the Sales team by booking and servicing groups, meeting rooms, and conferences while providing exceptional customer service to guests and clients of the hotel. This position requires excellent guest service skills and the ability to understand the guests needs and ideas. Convention/Conference Services

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

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Banquets

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

In-Room Dining

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

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Stewarding

Working to make sure that every piece of silver shines and every plate sparkles, our Stewarding department works tirelessly behind the scenes. This department ensures an adequate supply of clean dishes and silverware for each outlet and for any special function being held at the Hotel. It also keeps the kitchen area and the "heart of the house" clean and safe. Beverage Server Responsible for providing beverage service to all casino guests in an efficient, courteous and professional manner displaying a high standard of guest services. Duties and Responsibilities: Provides prompt, efficient, accurate, and courteous beverage service to casino guests in accordance with policies, procedures and standards. Performs necessary tasks to service guests, i.e., taking and filling all beverage orders and assisting in maintaining guests gaming area in a clean and neat manner. Monitors guests' needs on a continual basis ensuring all beverage requests will be promptly fulfilled. Assists other beverage personnel with maintenance (side work, opening/closing duties) as necessary. Maintains professional grooming and appearance and acts as a role model according to established grooming and appearance policy. Monitors guest alcohol consumption and responds accordingly. Works in a clean, sanitary, safe, and organized manner, abiding by all health and safety regulations. Cleans unwanted debris from the guests gaming area. Helps refill beverage supplies at all service stations. Requests identification from guests when legal age is in question. Utilizes proper call order when ordering beverages from bartender in a courteous manner. Helps keep service wells stocked, clean, and sanitary. Maintains thorough knowledge of casino food and beverage selections. Stays current on department and property knowledge and promotions. Follows all C.A.R.E. guidelines to help assist with guests' responsible consumption.

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Operational Departments: This department includes: Laundry Department.

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

Engineering employees keep PC hotel functioning safely and smoothly by providing routine and complex maintenance. Positions encompass general maintenance, electrical, carpentry, painting, HVAC, grounds keeping and other state-of-the-art systems on property.

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Security Department.

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

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

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Training and HR Department.

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

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

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IT Department.

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

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CHAPTER 4. HOTEL FACILITIES: Rooms: Total floors. Total Rooms. Executive floors. 5 200 5th, 6th

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

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

Restaurant

Restaurant

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

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4. FRONT PAGE: The Front Page Cafe is royally famous for its very affordable and varied spread of HiTea delicacies in the evening and it open round the clock for light snacks and refreshments. Banquets: There are total 3 banquets in PC Pindi. Banquet A Banquet B Banquet C Conference Halls: There are 3 conference halls in PC pindi Conference I Conference II Conference III Garden Hall: There is 1 garden hall in PC pindi Other Facilities: Business centre. Health club. Pedicurist. Laundry shop. The Rumor. Travel desk. Pearl Tour. Flower shop. Beauty saloon. Boutique.

CHAPTER.5: OBJECTIVE OF STUDYING THE ORGANIZATION

I did internship in PC Hotel, RWP with the aim to learn the management & operational technique of this organization and also learn the working of finance department.. PC

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management provides me all the opportunities & encouraged me to achieve my objectives. They spelled out the strong points, management techniques & some of their shortcomings and steps they are taking to further improve their standard.

CHAPTER.6: FINANCE DEPARTMENT: I did my internship in finance department; it is concerned with the financial recording, provision and payments. It consists of a finance control controller, who is the supervisor of the department. There is also a credit section for employees and customers. Following are the four departments where I have done my internship; Purchase Department.

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Accounts Department. Cost Control Department. Credit Department.

6.1. PURCHASE DEPARTMENT Activity Flow Chart

Purchase Requisition

Sign

Controller

GM

Approve Requisition

Signature of the Department

Finance

GM Controller

Purchase Department

Benefits There was a manual system in the department but now it is computerized system. They can see the files very fast. They have dealing with the whole hotel. They require a purchase requisition form. Problem According to them they face no problem. Training Duration IT department has trained them and duration time was 5 days. Number of computers Purchase department has 3 computers. 6.2. ACCOUNTS DEPARTMENT Benefits Online audit is done in the department. Oracle is being used in the daily transactions. It is very much helpful in data communication The software is used for more and more automation

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 Digital electronic data sheets replace Page folios. Installation of this software has decreased the workload to half. Cost benefit analysis Cost benefit analysis shows that the benefits derived from this software are more than its cost. Problems Front house and back of the house integration problem regarding Accounting Management According the accounts department speed has declined by the implementation of this system. Functional problem like numeric data entry problem. Changes According to them they are working on automation of data transaction. Duration of Employee Training The duration of employee training was 2 months. No. Of computers There are 5 computers in the department. Suggestions According to accounts department they suggest us that there should be use of fiber optics in order to optimize the speed.

6.3.COST CONTROL DEPARTMENT: Activity flow chart

Purchase Control Payable

Problem Working condition is low. Speed problem. Software is not a user friendly. Benefits Due to unawareness of the new technology they are unable to derive the benefits. Training

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 They are given one day training. No. Of computers There are 5 computers in their department. Suggestion They suggested that there is need to increase the speed of the computers. 6.4. CREDIT DEPARTMENT: Problems Users may charge the transaction to wrong department. They face problem in posting of data from front office to their own department. The major problem in the department is job fit. Unawareness of new technology Operational difference is also a big problem. Benefits Fast Easy access Whole transaction is viewed irrespective of number of persons Reporting system become easier and their no. have increased. No. Of computers There are 3 computers in the department. Training Duration of training was two months.

CHAPTER.7: TRAINING THE KEY TO SUCCESS:

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A separate training centre was there where the training was provided to the employees of the hotel. I also worked there and I really enjoyed, different training sessions were arranged in which different training was given to different group of people according to their requirement. The primary purpose of training is to assist employees in improving their professional competence, skills, knowledge and overall abilities so that their personal growth is enhanced and also that the needs of the hotels business are met in an appropriate and organized manner. Hotels professional competence is important for their ability to innovate and to compete effectively in the market. Employees are empowered to act in the best interests of the hotel rather than seeking permission to do so. Why Train? The benefits of training for hotel management: Reduce learning time and cost. Improves job performance. Less supervision. Better recruitment and selection. (Training opportunities attract right type of associates) Reduces associates turn over. Reduces associates replacement cost. Increase associate motivational level towards work. High quality service-increases customer satisfaction. Empowerment. Orientation Session: Orientation session is also conducted by the training centre,it is that in thus the newly hired employees or the internees are given the brief overview of the hotel in which they are told about the history of the hotel,the detail about the facilities of the hotel and also about rules and regulation of the hotel this is done with the help pf the presentation prepared on the PowerPoint. Then afterward they are taken for the round of the hotel in which they are taken to each and every department and then they are introduced to the department head and other members of the department. House Rules: Probation Period: 1. New associates have a probation period of six months which can be extended up to nine months. 2. New associates are not entitled for any benefit during the probation period except for the hotel transport and consulting house doctor for any illness. 3. Pay day is 1st of every month. 4. One cannot refuse to perform overtime, when asked by the department head. Duty Hours and Other Related Instructions:

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1. Working time is nine hours including two fifteen minutes tea break and half hour lunch time. 2. There is one day off in a week, which department heads decides when they schedule the duty roster. 3. Always remain in the assigned area of duty. Roaming around in the hotel is not allowed. 4. Staying in the hotel is not allowed before and after hours unless the department head need you to stay back. 5. Chewing gum, smoking, whistling, talking in high pitch voice, standing in groups and having casual conversation is strictly not allowed in the hotel. 6. Shift and duty hours cannot be changed without supervisor/manager approval. 7. You may also be scheduled to work in spilt shift instead of straight shift. 8. Time office is the only entrance and exit gate for all associates. 9. Do not swipe in or out for any other associate. 10. Visitors are not allowed to visit in the hotel. 11. Propogande, religious or political issues are not allowed in the hotel. 12. When walking in PC you are not allowed to take up any other job. 13. Associates are not allowed to use any of the guest facilities.

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CHAPTER.8. SWOT ANALYSIS Each Hotel has its own SWOT based on their location, season etc. As for the SWOT Analysis of PC pindi is concerned SWOT Analysis is basically done to find out that do they have sufficient resources to cover their weakness and still achieve their objective? Strengths:

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

The strength of PC can be the weakness of other hotels as well as the weakness of PC it self in some sectors.

Weaknesses: As fashion changes need, demand and idea also changes.

As PC being an old hotel in history bares a difficult weakness, as old customers do not prefer to visit the same hotel over and over. They prefer to experience something new. The well known saying "OLD IS GOLD" turns out to be the strength of this hotel as it diverts the attention of its customers back to the luxuries provided as some people are use to the atmosphere.

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The other weakness of PC lies in its telephone system, which is again an old system. As Sheraton enjoys the great advantage of having latest technology that is it Telecommunication system.

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

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

Threats: If in the market there are more than two or more brands of the same type or there exist an alternative for that product then organization/companies face threats among themselves or among customers but one can always plan before hand.

Threats of new entrants like Islamabad Serena is a threat for PC but PC have planned different alternatives for its threats. One of the biggest threats PC has to face is Sheraton being its next-door neighbor. As if things don't work with customer at PC like if they bargain for a room and PC is unable to fulfill their satisfaction then they can always walk across the road and just knock. Law and order situation can also be a threat such as strikes. If law and order not maintain throughout the country people around the world would avoid to come to Pakistan and if people wont come then there will be no tourist so who will rent the rooms.

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CHAPTER.9. Conclusion: During our internship we gained much experience. We learned how to deal with employees, how online audit can be done, how cost can be control etc. Managing a successful business (nonprofit or forprofit)or building up the health of an already established businessrequires healthy, ongoing leadership and management, planning, product and service development, marketing and financial management. We found that PC Pindi Hotels objectives are designed to maximize hotel revenue and impact profit, maintain and improve assts quality and ensure appropriate financial controls and reporting are consistently maintained. We found that this organization has full control over their Management, Accounting, Financial Reporting and Cost Control, Training, Human Resources, and Safety/Risk that is their top priority. Recommendations: We didnt find such week area in this organization that we can critic on; we found this organization an ideal organization to our best knowledge in the subject of management. But there are some recommendations, which we want to suggest; In our opinion hotel management should focus little more on their sales and marketing. And should tell people that they are the best; they are the best in service, in customer delight and in the taste. Advertising and marketing management should make some comprehensive marketing plan, which leads to an effective tactical action plan, produces the best resulys. They should incorporate the direct and indirect sales models into each marketing plan.

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CHAPTER.10 DEPARTMENTAL ORGANIZATIONAL CHARTS:

ORGANIZATIONAL CHART OF FRONT OFFICE

Front Office Manager

AFOM

Duty Manager

Ass.Manager Business Center

Ass.Guest Relation Manager

Ass.Manager Communication

Shift Incharge
GSO (Reception)

Business Center Executives

Guest Relation Officer

GSO (Telephones)

GSO (Exe.Floor)

Bell Captain
Bell Boy

Doorman

Airport GSO

Transport Supervisor

Drivers

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ORGANIZATIONAL CHART OF SALES DEPARTMENT

Director of sales

Assistant Director Sales

Manager M&P A

Sales Manager

Sales Manager

Sales Manager

Assistant Manager Rev

Assistant Manager M &P A

Assistant Sales Manager

Assistant Sales Manager

Assistant Sales Manager

Reservation Supervisor

Guest Service Officer

Sales Coordinator

Sales Coordinator

Sales Coordinator

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ORGANIZATION CHART OF HOUSEKEEPING

Executive Housekeeper

Dr.Executive Housekeeper

AHK

AFHK

Public Area Supervisor

Uniform Incharge

Butler Incharge

Linen Room Incharge

Garden Head

Room Boy/ Room Maid/ Steward

House Man

Tailor

Butler

Florist

Gardener

Floor House Man

Linen Room Att.Tailor

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ORGANIZATION CHART OF F&B KITCHEN

Executive Chef

Asst.Executive Chef

Chef Grade Sons Chef Manager Chef D.Partie Ass.Sons Chef Chef
Ass.Chef D.Parte

Sons Chef

Bakery Chef

Pakistani Chef

Conf.Superv isor

Bakery Supervisor Baker

Banquet Chef Cook-I

D.Parte Ass.Chef Cook-I D.Parte Cook-II Cook-I

Confectione r

Baker

Cook-II

Cook-III

Cook-II Cook-III Cook-III Trainee / Helpers Trainee Helpers / Trainee / Helpers Trainee / 55 Helpers

ORGANIZATIONAL CHART OF HUMAN RESOURCE:

Human Resource Manager HRD Manager

Personnel Manager

Personnel officer

HRD Coordinator

Time Officer Supervisor

Assistant Personnel Officer

Time Keepers

Personnel Assistant

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DEPARTMENT

MANAGER SECURITY & VIGILANCE ASSISTANT CHIEF SECURITY OFFICER

SECURITY OFFICERS

ASSISTANT SECURITY OFFICERS

GUARDS

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