BAHRIA UNIVERSITY ISLAMABAD BBA 1, Management Final Project

ON

Pearl Continental Hotel Rawalpindi

““Human Human Resource Resource

Management Management Project” Project”

Group Members:Group Members:

Usman QureshiUsman QureshiSyed Harris LaeequeSyed Harris LaeequeWaris SalmanWaris SalmanZain Ali ShahZain Ali ShahYasir SultanYasir Sultan

BBA 1-C

AcknowledgmentAcknowledgment

“ “IN THE NAME OF ALLAH THE MOST MERCIFUL AND BENEFICENT”IN THE NAME OF ALLAH THE MOST MERCIFUL AND BENEFICENT” First and foremost gratitude to Al-Mighty ALLAH the most First and foremost gratitude to Al-Mighty ALLAH the most

merciful and beneficent, who created human being, bestowed him merciful and beneficent, who created human being, bestowed him wisdom to seek knowledge of various sciences and spread it wisdom to seek knowledge of various sciences and spread it among others to make the world happier and prosper.among others to make the world happier and prosper.

We have no words at our commands to express our We have no words at our commands to express our

deepest sense of gratitude of Al-Mighty ALLAH who enabled us to deepest sense of gratitude of Al-Mighty ALLAH who enabled us to complete our project against all odds.complete our project against all odds.

We acknowledge the untiring efforts of our teachers We acknowledge the untiring efforts of our teachers

especially Madam Amina, who has been a beacon of light for us. especially Madam Amina, who has been a beacon of light for us. She broadened our horizons by allowing us to research on our She broadened our horizons by allowing us to research on our own and gave us free will to write whatever we wanted to. We own and gave us free will to write whatever we wanted to. We also thank her that she taught us to analyze things on the basis of also thank her that she taught us to analyze things on the basis of facts, figures and ground realities.facts, figures and ground realities.

We would also like to thank all those people who We would also like to thank all those people who

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

And at the last but not least most important of them And at the last but not least most important of them

all our parents we all thank them for their prayers and patience all our parents we all thank them for their prayers and patience for letting us doing all the work by ourselves.for letting us doing all the work by ourselves.

Group ProfileGroup Profile

Hashoo Group of Companies was established under the leadership of Mr. Sadruddin 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 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 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, leading industrial group of Pakistan, well known for its forward-looking approach, and  highest standards of quality and integrity. and  highest standards of quality and integrity.

Starting with Cotton Trading, Hashoo Group of Companies today boasts the only 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 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 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 provincial capitals and the Federal Capital except one. Today, Hashoo Group of Companies besides hotel industry encompasses oil and gas exploration, mining, Companies besides hotel industry encompasses oil and gas exploration, mining, ceramics, pharmaceuticals, tourism and travel. It also has considerable investment 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 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 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 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 operating as Internet Service Provider, which is planned to serve as springboard to launch substantive IT projects. launch substantive IT projects.

The oil and gas exploration is being done under the Orient Petroleum Inc, which 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 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 march. Some examples of it are: The construction of Pearl Continental Hotel Bhurban in the picturesque Murree hills, Construction of new wing called Atrium Bhurban in the picturesque Murree hills, Construction of new wing called Atrium Wing of The Pearl Continental Hotel Lahore equipped with the most modern Wing of The Pearl Continental Hotel Lahore equipped with the most modern amenities, Continual up-gradation and modernization of Pearl Continental Hotels amenities, Continual up-gradation and modernization of Pearl Continental Hotels and Islamabad as well as Karachi Marriott Hotels, Acquisitions of the state-of-the-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 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 manufacture halal gelatine capsules for the pharmaceutical industry according to the most stringent quality standards. Mr. Hashwani’s Vision knows no bounds to the most stringent quality standards. Mr. Hashwani’s Vision knows no bounds and it will be difficult to predict as to what will be his focus of attention tomorrow. 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 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. 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 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 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 the deprived. Through this Foundation he not only fulfils his corporate responsibilities but also more importantly his unwavering commitment to responsibilities but also more importantly his unwavering commitment to promoting the good of common man.promoting the good of common man.

Pakistan Services LimitedPakistan Services Limited

Pakistan Services Limited was incorporated in 1958 as a Public Limited Pakistan Services Limited was incorporated in 1958 as a Public Limited Company and is quoted on the Stock Exchange. It owns and operates the Company and is quoted on the Stock Exchange. It owns and operates the Pearl Continental Hotels (formerly Inter Continental Hotels) and is Pearl Continental Hotels (formerly Inter Continental Hotels) and is recognized as the largest and oldest hotel company in Pakistan.recognized as the largest and oldest hotel company in Pakistan.

   Pearl Continental Hotels is the first Pakistani chain which has achieved Pearl Continental Hotels is the first Pakistani chain which has achieved

excellent international standards of quality products and services. In excellent international standards of quality products and services. In recognition of its high standard, the Pearl Continental Hotel, Karachi was recognition of its high standard, the Pearl Continental Hotel, Karachi was conferred the prestigious membership of the "Leading Hotels of the conferred the prestigious membership of the "Leading Hotels of the World", an exclusive global organization of deluxe hotels established in World", an exclusive global organization of deluxe hotels established in 1928.1928.

   Pearl Continental Hotels, beside in -house reservations network, are also Pearl Continental Hotels, beside in -house reservations network, are also

linked with Utell International to have international exposure and linked with Utell International to have international exposure and overseas reservation network.overseas reservation network.

   Investment in people and human resource development is an ongoing Investment in people and human resource development is an ongoing

process in the Hashoo Group. New management concepts and intensive process in the Hashoo Group. New management concepts and intensive training programs have been introduced at all levels of supervisory and training programs have been introduced at all levels of supervisory and managerial positions through establishment of an in-house Training managerial positions through establishment of an in-house Training School located at Pearl Continental Hotel, Bhurban. The Training School School located at Pearl Continental Hotel, Bhurban. The Training School looks forward to imparting systematic and scientific knowledge of the looks forward to imparting systematic and scientific knowledge of the operations of both tourism and hospitality business.operations of both tourism and hospitality business.

  Pearl Continental Hotels have become synonymous with a tradition of Pearl Continental Hotels have become synonymous with a tradition of personal services, efficiency, convenience and guest satisfaction.personal services, efficiency, convenience and guest satisfaction.

Mr. Sadruddin HashwaniMr. Sadruddin Hashwani

Mr. Sadruddin Hashwani hails from an illustrious family of Karachi. Mr. Sadruddin Hashwani hails from an illustrious family of Karachi. In 1960, he entered the business of cotton trading and through his In 1960, he entered the business of cotton trading and through his hard work and genius he within a decade emerged as a prominent hard work and genius he within a decade emerged as a prominent businessman on Pakistan’s Industrial scene. Within a short span of businessman on Pakistan’s Industrial scene. Within a short span of 10 years, Mr. Hashwani was at the pinnacle of cotton business and 10 years, Mr. Hashwani was at the pinnacle of cotton business and was rightly known as the ``Cotton King” being top exporter of was rightly known as the ``Cotton King” being top exporter of cotton, besides rice and other commoditiescotton, besides rice and other commodities

In 1972, Mr. Hashwani diverted his attention to other business In 1972, Mr. Hashwani diverted his attention to other business ventures in diverse areas such as hoteliering, real estate, trading, ventures in diverse areas such as hoteliering, real estate, trading, and property development. Again he made history when in less and property development. Again he made history when in less than a decade, he earned the reputation of a highly successful than a decade, he earned the reputation of a highly successful hotelier.hotelier.

In 1978 and 1981, he consecutively built Holiday Inn Hotels first at In 1978 and 1981, he consecutively built Holiday Inn Hotels first at Islamabad & then at Karachi under the banner of Hashwani Hotels Islamabad & then at Karachi under the banner of Hashwani Hotels Limited. In 1992, these hotels were totally revamped and Limited. In 1992, these hotels were totally revamped and refurbished to qualify for the well-known international 5-Star hotel refurbished to qualify for the well-known international 5-Star hotel chain Marriott. The Islamabad Marriott and the Karachi Marriott to chain Marriott. The Islamabad Marriott and the Karachi Marriott to day enjoy the same reputation as any other highest-class hotel day enjoy the same reputation as any other highest-class hotel anywhere in the world.anywhere in the world.

Corporate Profile: Corporate Profile: Board of DirectorsBoard of Directors Mr. Sadruddin HashwaniMr. Murtaza Hashwani Chairman Chief Mr. Sadruddin HashwaniMr. Murtaza Hashwani Chairman Chief

Executive Ms. Sarah Hashwani Mr. Vazir Ali F. Mohammad  Mr. Syed Executive Ms. Sarah Hashwani Mr. Vazir Ali F. Mohammad  Mr. Syed Sajid Ali Mr. Mansoor Akbar Ali Mr. Shiraz Noordin Sajid Ali Mr. Mansoor Akbar Ali Mr. Shiraz Noordin

Audit CommitteeHuman Resource and Recruitment CommitteeAudit CommitteeHuman Resource and Recruitment Committee Mr. Sadruddin Hashwani Ms. Sarah Hashwani Mr. Vazir Ali F. Mr. Sadruddin Hashwani Ms. Sarah Hashwani Mr. Vazir Ali F.

MohammadMr. Sadruddin Hashwani Mr. Murtaza Hashwani Mr. MohammadMr. Sadruddin Hashwani Mr. Murtaza Hashwani Mr. Vazir Ali F. Mohammad Mr. Mansoor Akbar Ali Mr. Shiraz NoordinVazir Ali F. Mohammad Mr. Mansoor Akbar Ali Mr. Shiraz Noordin

Compensation Committee Compensation Committee  Mr. Sadruddin HashwaniMs. Sarah HashwaniMr. Vazir Ali F. Mr. Sadruddin HashwaniMs. Sarah HashwaniMr. Vazir Ali F.

Mohammad Mohammad  Company Secretary Chief Financial OfficerCompany Secretary Chief Financial Officer Mr. Mansoor Akbar AliMr. Shiraz Noordin Mr. Mansoor Akbar AliMr. Shiraz Noordin  Bankers AuditorsBankers Auditors Habib Bank Limited National Bank of Pakistan PICIC Commercial Habib Bank Limited National Bank of Pakistan PICIC Commercial

Bank Limited Saudi Pak Commercial Bank Ltd. Union Bank Bank Limited Saudi Pak Commercial Bank Ltd. Union Bank LimitedTaseer Hadi Khalid & CompanyChartered AccountantsLimitedTaseer Hadi Khalid & CompanyChartered Accountants

Legal AdvisorLegal Advisor Liaquat Merchant & Associates Liaquat Merchant & Associates  Registered OfficeCredit Rating AgencyRegistered OfficeCredit Rating Agency A-9 Mohammad Ali Bogra Road Bath Island, Karachi, Pakistan Tel : A-9 Mohammad Ali Bogra Road Bath Island, Karachi, Pakistan Tel :

021-5872941-4 Tlx : 21259 HOTEL PK Fax :021-5879872-73 021-5872941-4 Tlx : 21259 HOTEL PK Fax :021-5879872-73 http://http://www.pchotels.com.pkwww.pchotels.com.pk http://http://www.hashoogroup.com.pkwww.hashoogroup.com.pk http://http://www.pchotels.bizwww.pchotels.biz http://http://www.hashoogroup.bizwww.hashoogroup.biz JCR-VIS Credit Rating JCR-VIS Credit Rating Company LimitedCompany Limited

ORGANIZATION CHARTORGANIZATION CHARTPearl Continental Hotel, RawalpindiPearl Continental Hotel, Rawalpindi

GENERAL MANAGERGENERAL MANAGER

EXEC. ASST. MANAGER

EXEC. SECY

ROOM DIV. MGR DIR SALES H.R.MC.FDIR F&B C.E

EXECT. H.K

L.M

S.M

MGR M&C

PER.MGR

T.M

T.O. SUP

CRED.MGR

A/F&B M

BQT MGR

ACE HL&P

EXEC. CHEF

F.O.M

PUR.MGR

I.T.MGR

A.C.F

ACE R&MSECU.MGR

GOALS/ OBJECTIVES:GOALS/ OBJECTIVES:

Customer service:Customer service: Training:Training: Profitability:Profitability: Growth profile:Growth profile: Compatibility:Compatibility: Traditional hospitabilityTraditional hospitability:: Environment of professional Environment of professional

enhancement:enhancement:

VISION/MISSIONVISION/MISSION::

We are committed to dynamic growth and service excellence built upon our heritage of traditional We are committed to dynamic growth and service excellence built upon our heritage of traditional hospitability. We strive to consistently meet and surpass guests, employees and other stake holder’s hospitability. We strive to consistently meet and surpass guests, employees and other stake holder’s expectations. We feel pride in making efforts to position Pakistan in the forefront of the international arena.expectations. We feel pride in making efforts to position Pakistan in the forefront of the international arena.

Corporate culture:Corporate culture: Innovation:Innovation: Listening and two way interactionListening and two way interaction ParticipationParticipation EncouragementEncouragement MotivationMotivation EnterpriseEnterprise InitiativeInitiative

– Growth and development for all:Growth and development for all: Competence and contribution as the only basis for job security.Competence and contribution as the only basis for job security. Promotion from withinPromotion from within Learning environment and opportunitiesLearning environment and opportunities Provision for world class education and trainingProvision for world class education and training Aligning people with latest trends.Aligning people with latest trends.

– Trust:Trust: CooperationCooperation SupportSupport TeamworkTeamwork Sense of ownershipSense of ownership EmpowermentEmpowerment IntegrityIntegrity DignityDignity RespectRespect CandidnessCandidness

– Recognition Reward:Recognition Reward: Achievement orientationAchievement orientation Performance based evaluationPerformance based evaluation AppreciationAppreciation IncentivesIncentives Setting ever-rising standards of performance.Setting ever-rising standards of performance.

Introduction to Pearl Continental Hotel R.W.P:Introduction to Pearl Continental Hotel R.W.P:

Only ten minutes drive from the airport and in close proximity to Only ten minutes drive from the airport and in close proximity to the down town shopping centers, the PC Hotel is the city’s only the down town shopping centers, the PC Hotel is the city’s only deluxe hotel, which caters to local and foreign travels in style. The deluxe hotel, which caters to local and foreign travels in style. The hotel’s 200 guest rooms, with the exclusive suites, deluxe suites hotel’s 200 guest rooms, with the exclusive suites, deluxe suites and the presidential suite, have been tastefully decorated and and the presidential suite, have been tastefully decorated and provide the guests with all the facilities and comforts, such as 30 provide the guests with all the facilities and comforts, such as 30 satellite channels, 24 hrs in-house movies, international direct satellite channels, 24 hrs in-house movies, international direct dialing, mini bar and exclusive electronic safes to name a few. All dialing, mini bar and exclusive electronic safes to name a few. All these go a long way in marketing the guests stay in the hotel most these go a long way in marketing the guests stay in the hotel most pleasant. pleasant.

In order to meet all the needs of the guests, the added facilities In order to meet all the needs of the guests, the added facilities are also provided like for example, a mosque, airport pickup are also provided like for example, a mosque, airport pickup services on request, laundry, concierge, flower shop, travel services on request, laundry, concierge, flower shop, travel agency, car rented service, valet parking, house doctor, authorized agency, car rented service, valet parking, house doctor, authorized money changer, beauty salon for ladies & barber shop for men. money changer, beauty salon for ladies & barber shop for men.

The hotel boasts of a number of excellent restaurants while the The hotel boasts of a number of excellent restaurants while the Banquet Halls, all of which can be partitioned into three sections Banquet Halls, all of which can be partitioned into three sections each, are equipped with the latest audio visual facilities, which each, are equipped with the latest audio visual facilities, which include video projection system, overhead projectors, slide include video projection system, overhead projectors, slide projectors, and audio recording equipment, which aid in making projectors, and audio recording equipment, which aid in making the meeting/seminars a complete success.the meeting/seminars a complete success.

The guest can also avail the hotel’s recreational facilities such as The guest can also avail the hotel’s recreational facilities such as the swimming pool, tennis court & the exercise room the swimming pool, tennis court & the exercise room

Nature of the Organization:Nature of the Organization:

The services offered by this hotel are come under The services offered by this hotel are come under hybrid category of offer. The offer consists of equal hybrid category of offer. The offer consists of equal parts of goods and services. People patronize hotels parts of goods and services. People patronize hotels for their food and their services, rooms and their for their food and their services, rooms and their services.services.

The services offered by the PC Hotel are:The services offered by the PC Hotel are:– Both equipment-based as well as people based.Both equipment-based as well as people based.– Requires the client’s presence.Requires the client’s presence.– Meet both a personal need as well as business need.Meet both a personal need as well as business need.– Having the objective (i.e. profit-oriented) and ownership Having the objective (i.e. profit-oriented) and ownership

(public limited).(public limited). Business Volume:Business Volume: Total revenue (Yearly) = 3 Million approx.Total revenue (Yearly) = 3 Million approx. Operating expenses are 70-80% of the hotel Operating expenses are 70-80% of the hotel

revenue. revenue. Non-operating expenses and depreciation are almost Non-operating expenses and depreciation are almost

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

Number of Employees:Number of Employees:

The total numbers of employees working in PC Hotel Rawalpindi The total numbers of employees working in PC Hotel Rawalpindi are more than 600 out of which 427are permanent while are more than 600 out of which 427are permanent while remaining are on daily wages. Major portion of employees are remaining are on daily wages. Major portion of employees are working in F&B (food and beverage) department and working in F&B (food and beverage) department and housekeeping department. Because, as we know that hotel housekeeping department. Because, as we know that hotel industry basically deals with restaurants and rooms, so to make industry basically deals with restaurants and rooms, so to make and maintain their standards concerning these areas (rooms and and maintain their standards concerning these areas (rooms and restaurants) employees are needed. They are also needed to restaurants) employees are needed. They are also needed to cook and serve food and to maintain the services in halls, to cook and serve food and to maintain the services in halls, to maintain rooms & services in rooms. 23 numbers of employees maintain rooms & services in rooms. 23 numbers of employees are working in the Human Resource Department of them 5 are are working in the Human Resource Department of them 5 are working in HR Office.working in HR Office.

Product Lines:Product Lines:

Product Line of PC Hotel RWP are as follow:Product Line of PC Hotel RWP are as follow: RoomsRooms RestaurantsRestaurants Swimming PoolSwimming Pool Health ClubHealth Club Baker’s Boutique Baker’s Boutique Banquet HallsBanquet Halls

Overview of Human Resource DepartmentOverview of Human Resource Department

Introduction:Introduction:

The primary objective of the Human resource The primary objective of the Human resource Department is to provide detailed guidelines, for the Department is to provide detailed guidelines, for the various procedures, which cover the company policies various procedures, which cover the company policies for personnel, training and security i.e., to oversee and for personnel, training and security i.e., to oversee and direct all aspects of personnel operation which cover direct all aspects of personnel operation which cover the following: -the following: -

Budget.Budget. Recruitment.Recruitment. Orientation.Orientation. Training.Training. Career Counseling/legal/employee relation.Career Counseling/legal/employee relation. Union Contract.Union Contract. Review personnel policies.Review personnel policies. Review benefits/compensation etc.Review benefits/compensation etc. Develop employee security/safety measures.Develop employee security/safety measures.

Central Focusing Theme of HR Department:Central Focusing Theme of HR Department:

““We Are Committed To Dynamic Growth And Service We Are Committed To Dynamic Growth And Service Excellence Built Upon Our Heritage Of Traditional Excellence Built Upon Our Heritage Of Traditional Hospitality. We Strive To Consistently Meet And Surpass Hospitality. We Strive To Consistently Meet And Surpass Guests’, Employees’ And Other Stake Holders’ Guests’, Employees’ And Other Stake Holders’ Expectations. We Feel Pride In Making Efforts To Position Expectations. We Feel Pride In Making Efforts To Position Pakistan In The Forefront Of The International Arena.”Pakistan In The Forefront Of The International Arena.”

Vision statement is further broken into following to help Vision statement is further broken into following to help the organization to achieve its objectives successfully.the organization to achieve its objectives successfully.

To excel in providing five star services and product To excel in providing five star services and product quality by:quality by:

Recognizing that a satisfied customer is the ultimate goal.Recognizing that a satisfied customer is the ultimate goal. Having satisfied and motivated associates.Having satisfied and motivated associates. Positioning for changing customer needs by bringing Positioning for changing customer needs by bringing

more variety and customization to the product.more variety and customization to the product. Improving physical structure and equipment.Improving physical structure and equipment. Positioning the hotel to cope with upcoming competition.Positioning the hotel to cope with upcoming competition. Providing personal example of excellence and attention.Providing personal example of excellence and attention. Efficiently handling of human resources to help the Efficiently handling of human resources to help the

management in achieving hotel objectives.management in achieving hotel objectives.

Functions of HRM Department in PCFunctions of HRM Department in PC

Main Functions:Main Functions:

– Recruit new personnel whenever it receives Recruit new personnel whenever it receives Vacancy Notices from any of the Vacancy Notices from any of the department.department.

– Imparts induction and on-going training to Imparts induction and on-going training to the employees.the employees.

– Union contracts.Union contracts.– Review personnel policies.Review personnel policies.

Human Resource DepartmentHuman Resource Department

This department basically deals with the matters like This department basically deals with the matters like payroll, admin, training & development, recruitment, payroll, admin, training & development, recruitment, discipline hygiene, pay and allowances, leaves, security discipline hygiene, pay and allowances, leaves, security etc of the employees of the hotel. etc of the employees of the hotel.

Slogan of HR DepartmentSlogan of HR DepartmentPC Hotel RawalpindiPC Hotel Rawalpindi

““Focus on making things better not bigger”Focus on making things better not bigger”

Organizational Structure:Organizational Structure: This department is headed by Human Resource This department is headed by Human Resource

Manager assisted by Asst Personnel Manager, then Sr. Manager assisted by Asst Personnel Manager, then Sr. Personnel Officer then Staff Oriented Officer, Sr. Personnel Officer then Staff Oriented Officer, Sr. Training Coordinator and Sr. Time Office Supervisor this Training Coordinator and Sr. Time Office Supervisor this is the team, which looks after the HRM requirements of is the team, which looks after the HRM requirements of entire employees (more than 600 employees), which entire employees (more than 600 employees), which includes all the function of HR departmentincludes all the function of HR department..

Tasks / Responsibilities:Tasks / Responsibilities:

Human Resource Manager:Human Resource Manager: The Human Resource Manager of PC Hotel is responsible for The Human Resource Manager of PC Hotel is responsible for

the direction, supervision and administration of all staff other than the direction, supervision and administration of all staff other than executives. General duties of Personnel manager are as under: -executives. General duties of Personnel manager are as under: -

Organizes and directs the efficient and timely hiring for all levels of Organizes and directs the efficient and timely hiring for all levels of employees, including Executive Committee Members for the Hotel. employees, including Executive Committee Members for the Hotel. Hiring should be in conformity to companies hiring policy.Hiring should be in conformity to companies hiring policy.

Responsibilities to include the following: recruiting of qualified Responsibilities to include the following: recruiting of qualified candidates from all available sources, e.g., Internal & External candidates from all available sources, e.g., Internal & External referrals, advertising campaigns, employment agency contacts; referrals, advertising campaigns, employment agency contacts; screening & interviewing candidates; scheduling candidate screening & interviewing candidates; scheduling candidate interviews with department heads; performing reference checks; interviews with department heads; performing reference checks; making hire/no hire recommendations to responsible making hire/no hire recommendations to responsible management; and make offers of employment and subsequent management; and make offers of employment and subsequent follow-up to effectively meet all manpower needs follow-up to effectively meet all manpower needs and maximize and maximize the cost effectiveness of the hotel’s operation.the cost effectiveness of the hotel’s operation.

Arranges computerization of HR records.Arranges computerization of HR records.

Organizes HR records, arranges its storage and retrieval. Organizes HR records, arranges its storage and retrieval.

Ensures classified information and all personnel data are kept Ensures classified information and all personnel data are kept under proper security and confidentiality is maintained.under proper security and confidentiality is maintained.

Interprets, administers and be the hotel representative for any Interprets, administers and be the hotel representative for any personnel related bargaining agreements in effect at the hotel personnel related bargaining agreements in effect at the hotel to ensure uniform application and cost effectiveness and to to ensure uniform application and cost effectiveness and to further ensure all management rights are exercised to the further ensure all management rights are exercised to the optimum in accordance with common sense. Handles optimum in accordance with common sense. Handles grievances at various steps/levels. Responsible for the grievances at various steps/levels. Responsible for the completion of the preparation for union contract and bargaining completion of the preparation for union contract and bargaining process. Responsible for establishing effective rapport with process. Responsible for establishing effective rapport with union officials to better facilitate administration of the contract.union officials to better facilitate administration of the contract.

Directs the administration and control of all hotel employee Directs the administration and control of all hotel employee benefit programs and their related costs by providing benefit programs and their related costs by providing assistance to the employees to explain the various employee assistance to the employees to explain the various employee benefits, initiating all requests for retirement benefits; benefits, initiating all requests for retirement benefits; preparing and submitting various benefit reports to Corporate preparing and submitting various benefit reports to Corporate office; and remaining cognizant of statutory requirements that office; and remaining cognizant of statutory requirements that pertain to employee benefit programs.pertain to employee benefit programs.

Constantly keeps in touch with the legal advisor regarding labor Constantly keeps in touch with the legal advisor regarding labor problems and advises corrective action to management.problems and advises corrective action to management.

Represents & protects the hotel’s interest in labor hearings by Represents & protects the hotel’s interest in labor hearings by processing and maintaining adequate records on all claims, processing and maintaining adequate records on all claims, providing information to agencies, attending court hearings, providing information to agencies, attending court hearings, reviewing all compensation awards, disputing improper awards reviewing all compensation awards, disputing improper awards as necessary to insure the best possible cost impact to the hotel.as necessary to insure the best possible cost impact to the hotel.

Organizes, manages and administers the hotel Wage and Salary Organizes, manages and administers the hotel Wage and Salary Administration program by performing local wage surveys. Administration program by performing local wage surveys. Maintains all job descriptions and salary grades in an up-to-date Maintains all job descriptions and salary grades in an up-to-date manner; establishes and maintains employee performance manner; establishes and maintains employee performance appraisal programs; maintains a pay for performance increase appraisal programs; maintains a pay for performance increase program to ensure the hotel attracts, retains and motivates the program to ensure the hotel attracts, retains and motivates the best qualified employees while maximizing the cost best qualified employees while maximizing the cost effectiveness of the hotel operation.effectiveness of the hotel operation.

Plans, organizes and directs the development and maintenance Plans, organizes and directs the development and maintenance of employee orientation program to induct all new employees. of employee orientation program to induct all new employees. This program is to provide assistance in the explanation and This program is to provide assistance in the explanation and distribution of various hotel information, rules and regulations; distribution of various hotel information, rules and regulations; explanation of employee benefits; and thus facilitates the explanation of employee benefits; and thus facilitates the smooth transition of new employees into the hotel work force.smooth transition of new employees into the hotel work force.

Develops, coordinates and maintains overall responsibility for Develops, coordinates and maintains overall responsibility for

the training activities in the hotel including seminars, training the training activities in the hotel including seminars, training programs and outside educational programs. Continually programs and outside educational programs. Continually identifies and develops hotel employees with transfer and/or identifies and develops hotel employees with transfer and/or promotion potential; coordinates the participation in corporate promotion potential; coordinates the participation in corporate management development programs. management development programs.

Develops and administers employee and community relations Develops and administers employee and community relations programs for the hotel to include employee recognition programs for the hotel to include employee recognition programs, service awards, and any other programs that will programs, service awards, and any other programs that will enhance the relationship of employees to the hotel, establish enhance the relationship of employees to the hotel, establish better lines of communication and equitably resolve any job better lines of communication and equitably resolve any job related problems, and foster the best possible relationship related problems, and foster the best possible relationship between the hotel and the community.between the hotel and the community.

Coordinates for Annual Budget for Manpower and prepares Coordinates for Annual Budget for Manpower and prepares budget for Training & Development of Associates.budget for Training & Development of Associates.

Up dating and preparing salary structure comparisons of hotel Up dating and preparing salary structure comparisons of hotel industry.industry.

Organizes, directs and manages the maintenance of all Organizes, directs and manages the maintenance of all

personnel records according to good business practices that personnel records according to good business practices that the hotel is in compliance with all statutory requirements.the hotel is in compliance with all statutory requirements.

Coordinates and maintains the hotel’s safety programs and Coordinates and maintains the hotel’s safety programs and maintains all employee accident records, ensures regular maintains all employee accident records, ensures regular safety/fire training seminars are held and all employees attend safety/fire training seminars are held and all employees attend on a regular basis.on a regular basis.

Directs & supervises the timekeeping office to ensure accurate, Directs & supervises the timekeeping office to ensure accurate, friendly and efficient keeping of time records.friendly and efficient keeping of time records.

Coordinates / administers discipline and grievance procedures in Coordinates / administers discipline and grievance procedures in accordance with all statutory requirements.accordance with all statutory requirements.

Acts as an advisor to General Manager on Human Resources.Acts as an advisor to General Manager on Human Resources.

Functions as primary support to the direction of Human Functions as primary support to the direction of Human Resources, including activities in employment, benefits, payroll, Resources, including activities in employment, benefits, payroll, worker’s compensation and associate relations. Implement the worker’s compensation and associate relations. Implement the Hotel’s business plan and develop a Human Resources strategy Hotel’s business plan and develop a Human Resources strategy in alignment with this.in alignment with this.

21. 21. Create, implement and oversee the Hotel training Create, implement and oversee the Hotel training programs and learning systems to support workforce planning programs and learning systems to support workforce planning and career development.and career development.

Monitor the compliance of PC policies.Monitor the compliance of PC policies.

Act as consultant on associates issues and counsel managers Act as consultant on associates issues and counsel managers and associates.and associates.

Provide positive relations/interact with highly diverse Provide positive relations/interact with highly diverse associates, vendors, community, agencies, clients/guest, and associates, vendors, community, agencies, clients/guest, and corporate/regional Human Resources staff.corporate/regional Human Resources staff.

Responsible for all office correspondence. Incoming and Responsible for all office correspondence. Incoming and outgoing mail.outgoing mail.

Responsible for the shifts and arranging the staff transports.Responsible for the shifts and arranging the staff transports.

Keeps a close contact with law enforcing agencies and Keeps a close contact with law enforcing agencies and authorities in maintaining law and order in the event of authorities in maintaining law and order in the event of special VIP visits to the special VIP visits to the

hotel and functions.hotel and functions.

He also instructs and supervises the preparation of: -He also instructs and supervises the preparation of: -

Monthly statement of the employee’s group insurance.Monthly statement of the employee’s group insurance. Fortnightly report.Fortnightly report. Social security.Social security. Employee’s old age benefit records.Employee’s old age benefit records.

Minimum Experience for Employment of HR Manager:Minimum Experience for Employment of HR Manager:

HR management with knowledge of PC’s HR policies and procedures HR management with knowledge of PC’s HR policies and procedures or completion of PC’s HR program.or completion of PC’s HR program.

Other PC management experience with appropriate training.Other PC management experience with appropriate training. Basic computer skills.Basic computer skills. Certificate in Human Resource Management.Certificate in Human Resource Management. College Degree.College Degree.

Potential Career Opportunities:Potential Career Opportunities:

HR manager larger scope, Director of Personnel Services, Director of HR manager larger scope, Director of Personnel Services, Director of HR.HR.

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

Responsibilities of Asst Personnel ManagerResponsibilities of Asst Personnel Manager::

Basic responsibility of Asst Personnel manager is to assist the Basic responsibility of Asst Personnel manager is to assist the Human Resource Manager in all the above-mentioned duties. His Human Resource Manager in all the above-mentioned duties. His duties are:duties are:

Duties and ResponsibilitiesDuties and Responsibilities

Supervises and controls all administrative affairs, ensuring Supervises and controls all administrative affairs, ensuring compliance with all Corporate and hotel policies and procedures; compliance with all Corporate and hotel policies and procedures; and local and government regulations pertaining to employment and local and government regulations pertaining to employment practices. practices.

Develops and implements recruiting and screening systems and Develops and implements recruiting and screening systems and procedures in order to attract most qualified candidates for procedures in order to attract most qualified candidates for position vacancies. position vacancies.

Assists the HRM to keep a constant check on man power hiring as Assists the HRM to keep a constant check on man power hiring as per authorized strengths/policies.per authorized strengths/policies.

Assists HRM to conduct interviews.Assists HRM to conduct interviews. Assesses needs, recommends and oversees training in Assesses needs, recommends and oversees training in

coordination with the Training Manager. coordination with the Training Manager. Counsels hotel personnel as needed in areas such as career Counsels hotel personnel as needed in areas such as career

planning, training, and development, employee relations, and legal planning, training, and development, employee relations, and legal requirements related to personnel. requirements related to personnel.

Investigates and reviews all disciplinary actions to ensure union Investigates and reviews all disciplinary actions to ensure union

agreements, applicable laws regulations and PCH policies / agreements, applicable laws regulations and PCH policies / procedures are followed. Consults with department heads on procedures are followed. Consults with department heads on appropriate action and recommends to HRM final action to be appropriate action and recommends to HRM final action to be taken. taken.

Serves as a member of union contract negotiations team as Serves as a member of union contract negotiations team as directed. Actively participates in the establishing of union directed. Actively participates in the establishing of union contracts. contracts.

Reviews personnel policies, procedures and practices Reviews personnel policies, procedures and practices recommending improvements to HRM. recommending improvements to HRM.

Implements and monitors and effective employee relations Implements and monitors and effective employee relations program in the hotel. program in the hotel.

Disseminates information affecting employer employee relations, Disseminates information affecting employer employee relations, employee activities and hotel personnel policies and programs. employee activities and hotel personnel policies and programs.

Maintains and updates files on employee records, legal Maintains and updates files on employee records, legal documents, policies and procedures and other Personnel matters.documents, policies and procedures and other Personnel matters.

Keeps all HR records up to date.Keeps all HR records up to date.

Inspects regular, employee locker rooms, lockers and other Inspects regular, employee locker rooms, lockers and other

employee facilities to ensure they are well maintained. Also checks employee facilities to ensure they are well maintained. Also checks the cleanliness and food of cafeteria on regular basis. the cleanliness and food of cafeteria on regular basis.

Monitors transport/conveyance facility for employees.Monitors transport/conveyance facility for employees.

Participates in developing and implementing programs to ensure Participates in developing and implementing programs to ensure employee health and safety. employee health and safety.

Monitors present and future trends, practices and systems in the Monitors present and future trends, practices and systems in the personnel field and makes recommendations relating thereto. personnel field and makes recommendations relating thereto.

Analyzes hotel manpower requirements and recommends selection Analyzes hotel manpower requirements and recommends selection and development activities to meet those requirements. and development activities to meet those requirements.

Oversees implementation and administration of union agreements. Oversees implementation and administration of union agreements.

Performs related duties and special projects as assigned by Human Performs related duties and special projects as assigned by Human Resources Manager of the Hotel. Resources Manager of the Hotel.

Assists HRM by constantly keeping in touch with the legal adviser Assists HRM by constantly keeping in touch with the legal adviser regarding labor problems and advises corrective action to regarding labor problems and advises corrective action to managememanageme

HRM Practices on HRM FunctionsHRM Practices on HRM Functions Job DescriptionJob Description

Need for a job:Need for a job:

As far as the creation of a job is concerned the HR Dept in PC As far as the creation of a job is concerned the HR Dept in PC Hotel knows that a vacant place or job has been created in any of Hotel knows that a vacant place or job has been created in any of the department. Firstly the PC Hotel has provided a list of jobs the department. Firstly the PC Hotel has provided a list of jobs that are filled in accordance with international standards, however that are filled in accordance with international standards, however this is not a compulsion and depends upon the needs of the hotel this is not a compulsion and depends upon the needs of the hotel management. Secondly in case a dept feels to fill in a vacancy, management. Secondly in case a dept feels to fill in a vacancy, head of a particular department sends a requisite form to the head of a particular department sends a requisite form to the Personnel Manager. In this form head of the department specifies Personnel Manager. In this form head of the department specifies whether the position is for a new employee, replacement, whether the position is for a new employee, replacement, qualifications required and their respective justifications. This qualifications required and their respective justifications. This requisition form is sent to Personnel Manager and General requisition form is sent to Personnel Manager and General Manager respectively for their approval.Manager respectively for their approval.

The need of vacancy may also arise because of:The need of vacancy may also arise because of: New job creation.New job creation. Replacing old retiring staff.Replacing old retiring staff. Replacing dismissed staff.Replacing dismissed staff. Replacing promoted staff.Replacing promoted staff. Replacing an employee on job rotation.Replacing an employee on job rotation.

Recruitment Media:Recruitment Media:

Mostly walk-in interviews are a part of recruitment method being Mostly walk-in interviews are a part of recruitment method being followed by the HR Dept. applications are kept in separate files followed by the HR Dept. applications are kept in separate files according to the job titles and when ever there is a vacancy according to the job titles and when ever there is a vacancy suitable candidates are called for selection. HR management in PC suitable candidates are called for selection. HR management in PC Rawalpindi has also tried consulting Central Bargain Agents for Rawalpindi has also tried consulting Central Bargain Agents for hiring employees but it failed to come up their standards.hiring employees but it failed to come up their standards.

Selection ProceduresSelection Procedures

It covers the following aspects: -It covers the following aspects: -

Selection Board:Selection Board:

It includes: -It includes: - General Manager.General Manager. Human Resource Manager.Human Resource Manager. Asst Personnel Manager.Asst Personnel Manager. Head of Vacant post dept.Head of Vacant post dept.

Working of Selection Board:Working of Selection Board:

The methodology of this board in PC Hotel is quite The methodology of this board in PC Hotel is quite different. During the process of assessment they don’t different. During the process of assessment they don’t consult with each other but give their independent views consult with each other but give their independent views about the suitability or unsuitability of a particular about the suitability or unsuitability of a particular candidate. Walk-in interviews are open all the times and candidate. Walk-in interviews are open all the times and when there is a vacancy for any job in any of the when there is a vacancy for any job in any of the departments; CVs of the candidates are consulted.departments; CVs of the candidates are consulted.

Role of HR Department:Role of HR Department:

Staff Oriented Officer short-lists the candidates for Staff Oriented Officer short-lists the candidates for interviews and carries out their initial screening. After interviews and carries out their initial screening. After necessary scrutiny he verifies the eligibility of various necessary scrutiny he verifies the eligibility of various candidates for the vacant posts. Thereafter he selects the candidates for the vacant posts. Thereafter he selects the candidates for further assessment and interviews. The candidates for further assessment and interviews. The selected candidates are sent to Human Resource Manager selected candidates are sent to Human Resource Manager for further tests.for further tests.

Role of a Human Resource ManagerRole of a Human Resource Manager::

The HR Manager of PC Hotel Rawalpindi notes the The HR Manager of PC Hotel Rawalpindi notes the analysis result of ach on an assessment form. He analysis result of ach on an assessment form. He takes care of following aspects during the interview / takes care of following aspects during the interview / test of a candidates:-test of a candidates:-

Personality tests.Personality tests. Psychological tests.Psychological tests. Aptitude tests.Aptitude tests. Mannerism checks.Mannerism checks. Learning capabilities.Learning capabilities. These tests are taken in an informal way where the These tests are taken in an informal way where the

candidate is unconscious of the fact that he is being candidate is unconscious of the fact that he is being tested. The HR Manager notes down the results on his tested. The HR Manager notes down the results on his Assessment Performa for further evaluation. The time Assessment Performa for further evaluation. The time for evaluation of a candidate varies depending upon for evaluation of a candidate varies depending upon his personality depth and capabilities.his personality depth and capabilities.

Head of the Concerned Dept:Head of the Concerned Dept:

After evaluation by HR Manager the Head of Vacant After evaluation by HR Manager the Head of Vacant Post’s Dept interviews the candidate where he is Post’s Dept interviews the candidate where he is interviewed. The Head of the Dept also conducts interviewed. The Head of the Dept also conducts technical test, related to the job.technical test, related to the job.

General Manager:General Manager:

The rating by HR Manager and head of the dept is The rating by HR Manager and head of the dept is strictly done by their own personal opinion. After this strictly done by their own personal opinion. After this the General Manager assesses the result of both, calls a the General Manager assesses the result of both, calls a meeting, assessment is discussed and finally the most meeting, assessment is discussed and finally the most suitable candidate is selected for the vacancy. A few of suitable candidate is selected for the vacancy. A few of the candidates are kept on the waiting list, so that after the candidates are kept on the waiting list, so that after the probation period the unsuitable candidates can be the probation period the unsuitable candidates can be replaced.replaced.

Background ChecksBackground Checks::

The candidates who are considered for a position in The candidates who are considered for a position in PC Hotel are also checked for their previous records PC Hotel are also checked for their previous records if any. A letter of confirmation and opinion is sent by if any. A letter of confirmation and opinion is sent by HR Dept to the previous organization to check the HR Dept to the previous organization to check the experience and reliability of the candidate. However experience and reliability of the candidate. However personal misunderstandings and problems in the personal misunderstandings and problems in the previous organization are not considered. previous organization are not considered.

Medical Test:Medical Test:

The last test in the PC Hotel regarding the selection The last test in the PC Hotel regarding the selection of a candidate is the medical test batter, which the of a candidate is the medical test batter, which the candidate qualifies for the positioncandidate qualifies for the position..

Job EvaluationJob Evaluation

The higher authorities of the Hotel judge The higher authorities of the Hotel judge the performance of newly hired employee. the performance of newly hired employee. After the employment the new employee is After the employment the new employee is kept on a probation period where he is kept on a probation period where he is given training specific to his job. The given training specific to his job. The probation period is maximum of 9 months probation period is maximum of 9 months and minimum of 3 months. During this and minimum of 3 months. During this period if the hired employee shows period if the hired employee shows expected level of skills and abilities expected level of skills and abilities required by the job, his employment is required by the job, his employment is confirmed.confirmed.

Development and EvaluationDevelopment and Evaluation

Training department:Training department:

To maintain its high standards, the Hotel Management organizes To maintain its high standards, the Hotel Management organizes and conducts good quality of training of their employees. This Dept and conducts good quality of training of their employees. This Dept is closely assisted by HR Development (HRD) i.e. under taken by is closely assisted by HR Development (HRD) i.e. under taken by Training Manager along with an Assistant. This training is Training Manager along with an Assistant. This training is organized within the Hotel as follows: -organized within the Hotel as follows: -

A dedicated training staff to plan and conduct the training of staff / A dedicated training staff to plan and conduct the training of staff / employees.employees.

Initially the new enrolled staff is employed and observed for 3-9 Initially the new enrolled staff is employed and observed for 3-9 months of probation period.months of probation period.

The employees are briefed about the house rules on their arrival.The employees are briefed about the house rules on their arrival. Detailed orientation of all the departments is carried out.Detailed orientation of all the departments is carried out. The new employees are introduced to key people of the Hotel.The new employees are introduced to key people of the Hotel. On the job training is conducted and the employees are placed On the job training is conducted and the employees are placed

under a supervision of senior staff member of the particular under a supervision of senior staff member of the particular department to watch, supervise and correct their mistakes.department to watch, supervise and correct their mistakes.

Orientation:Orientation: A booklet of rules and regulations is issued to each newly selected A booklet of rules and regulations is issued to each newly selected

employee to introduce the basic ethics and rules of the Hotel. This employee to introduce the basic ethics and rules of the Hotel. This ensures proper grooming and discipline. The new employee is taken ensures proper grooming and discipline. The new employee is taken around all the departments and explained about their working. He around all the departments and explained about their working. He also spends some time with each department to have an overview of also spends some time with each department to have an overview of the Hotel’s complete way of working.the Hotel’s complete way of working.

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

development and evaluation process at PC Hotel Rawalpindi, which development and evaluation process at PC Hotel Rawalpindi, which includes: -includes: -

The HR Dept of PC Hotel lays special emphasis over the further The HR Dept of PC Hotel lays special emphasis over the further career planning of its employees who have the potential to rise.career planning of its employees who have the potential to rise.

HR planning is carried out to identify the future needs of the Hotel HR planning is carried out to identify the future needs of the Hotel and steps are taken to ensure that employees are placed at the right and steps are taken to ensure that employees are placed at the right position where their skills can be further improved or where their position where their skills can be further improved or where their skills, abilities and capabilities can be fully utilized….skills, abilities and capabilities can be fully utilized…. Best Person Best Person for the best Job.for the best Job.

Those who have the potential to rise further are picked up and Those who have the potential to rise further are picked up and groomed/trained for the next appointments.groomed/trained for the next appointments.

Employees are also provided the opportunities to attend various long Employees are also provided the opportunities to attend various long and short courses to further improve their skills. HR Dept ensures and short courses to further improve their skills. HR Dept ensures arrangement of such activities.arrangement of such activities.

To make the employee familiar to the current trends and improve To make the employee familiar to the current trends and improve their skills, frequent seminars, lectures and departmental briefings their skills, frequent seminars, lectures and departmental briefings are conducted.are conducted.

Performance AppraisalPerformance Appraisal

Performance appraisal is the systematic description of Performance appraisal is the systematic description of the job relevant strengths and weakness of an individual the job relevant strengths and weakness of an individual or a group. This is given due weightage by the HR Dept or a group. This is given due weightage by the HR Dept keeping in view the following two major processes: -keeping in view the following two major processes: -

Improving the job performance of employees.Improving the job performance of employees. Providing information to the employees and managers Providing information to the employees and managers

for use in making decisions.for use in making decisions. Performance appraisal is being done on monthly basis in Performance appraisal is being done on monthly basis in

PC Hotel and record is also maintained. The main PC Hotel and record is also maintained. The main purpose is to create competitive environment in the purpose is to create competitive environment in the Hotel. Hotel.

To give feed back to employees, employee of the month To give feed back to employees, employee of the month is selected and his credentials along with the is selected and his credentials along with the photograph are displayed in various departments.photograph are displayed in various departments.

Similarly supervisor displaying good performance is also Similarly supervisor displaying good performance is also selected and declared supervisor of the month.selected and declared supervisor of the month.

Purpose of Performance

Appraisal Systems

EmploymentDecisions

EmployeeFeedback

Diagnosis of Organizational

Problems

Objectives for

Training Program

Criteria in Test

Validation.

Purpose of the performance appraisal at PC Hotel Purpose of the performance appraisal at PC Hotel Rawalpindi is briefly described with the help of following Rawalpindi is briefly described with the help of following diagram.diagram.

Compensation and ProtectionCompensation and Protection

This basically covers the programs that encourage and This basically covers the programs that encourage and ensures reward performance. Pay system and various ensures reward performance. Pay system and various incentives at PC Hotel are designed to attract, retain incentives at PC Hotel are designed to attract, retain and motivate employees; to achieve internal, external and motivate employees; to achieve internal, external and individual harmony. It also helps the HR Dept to and individual harmony. It also helps the HR Dept to maintain a balance in relationship between direct and maintain a balance in relationship between direct and non-supervisory employeesnon-supervisory employees..

Pay SystemPay System:: This is tied / linked to the strategic mission of the Hotel. This is tied / linked to the strategic mission of the Hotel.

Labor market conditions, ability to pay and skill of an Labor market conditions, ability to pay and skill of an employee are also kept in view while devising various employee are also kept in view while devising various pay scales. Their broad objective in developing pay pay scales. Their broad objective in developing pay system is to assign, a monetary value to each job system is to assign, a monetary value to each job category. Pay structure is devised to achieve category. Pay structure is devised to achieve comparable worth, the effect of inflation, pay comparable worth, the effect of inflation, pay compression and pay raises.compression and pay raises.

Incentives/RewardsIncentives/Rewards

To keep an environment of competition among To keep an environment of competition among the employees and to encourage them for their the employees and to encourage them for their good performance various rewards and good performance various rewards and incentives are given to them by the incentives are given to them by the management. These are: -management. These are: -

Commendation awards.Commendation awards. Honesty awardsHonesty awards Employee of the month.Employee of the month. Supervisor of the month.Supervisor of the month. Promotion to the next rank.Promotion to the next rank. Cash awards.Cash awards.

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

Transportation.Transportation. Free meals during working hours and free laundry for Free meals during working hours and free laundry for

the uniform.the uniform. Free medical checkups.Free medical checkups. 15 days sick leave during the year with full pay15 days sick leave during the year with full pay Medical, casual and earned leaves are given as per the Medical, casual and earned leaves are given as per the

Govt rules.Govt rules. Recreation allowance.Recreation allowance. Provident Fund.Provident Fund. Birthday cake for employees.Birthday cake for employees. GratuityGratuity BonusBonus

Security/Safety/HealthSecurity/Safety/Health

The HR Dept looks after its employees with regards to their The HR Dept looks after its employees with regards to their health and safety/security aspects as well, which includes: -health and safety/security aspects as well, which includes: -

Pre-employment medical.Pre-employment medical. 100 % free medical facilities are provided to the employees.100 % free medical facilities are provided to the employees. Comprehensive coverage through social security Hospitals.Comprehensive coverage through social security Hospitals. Social security hospital cards are issued to each employee.Social security hospital cards are issued to each employee. House Doctor for medical treatment during working hours.House Doctor for medical treatment during working hours. Comprehensive group insurance.Comprehensive group insurance. Periodic vaccination of employees.Periodic vaccination of employees.

Employees Relation / Assessment:Employees Relation / Assessment:

HR Dept in PC Hotel creates a productive and satisfactory HR Dept in PC Hotel creates a productive and satisfactory work environment through effective employee relation. work environment through effective employee relation. Having a check on their activities and anticipating the future Having a check on their activities and anticipating the future challenges achieve it.challenges achieve it.

Development of Employee’s Relation:Development of Employee’s Relation:

SOPs of the 5 properties (PC Karachi, PC Rawalpindi, SOPs of the 5 properties (PC Karachi, PC Rawalpindi, PC Lahore, PC Peshawar, and PC Bhurban) are followed PC Lahore, PC Peshawar, and PC Bhurban) are followed in his regard.in his regard.

Inter and intra departmental relations are developed Inter and intra departmental relations are developed through frequent interactions.through frequent interactions.

Employees are taught how to deal with their colleagues Employees are taught how to deal with their colleagues within the dept and with other depts.within the dept and with other depts.

Frequent training including job training is conducted to Frequent training including job training is conducted to make the employees familiar with each other.make the employees familiar with each other.

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

In case of any problem, counseling of the employee is In case of any problem, counseling of the employee is conducted through a counseling committee.conducted through a counseling committee.

Internal rifts among the employees are resolved Internal rifts among the employees are resolved through mutual understanding and co-operationthrough mutual understanding and co-operation

Employee’s Union-PC Hotel:Employee’s Union-PC Hotel:

PC Hotel looks after its employees by allowing healthy Union activities. PC Hotel looks after its employees by allowing healthy Union activities. The Union works in a manner so as to look after the interest/welfare of The Union works in a manner so as to look after the interest/welfare of the employees as well as the Hotel.the employees as well as the Hotel.

Objectives:Objectives:

To fulfill the legal demands of the employees.To fulfill the legal demands of the employees. Help the Management in smooth running of the Hotel.Help the Management in smooth running of the Hotel. Work in close co-ordination with Hotel Management.Work in close co-ordination with Hotel Management. To help the Management in discipline matters of the employeesTo help the Management in discipline matters of the employees..

Working Strategy:Working Strategy:

Demands are gathered during frequent meetings with the employees.Demands are gathered during frequent meetings with the employees. Demands are finalized after every two years in June however demands Demands are finalized after every two years in June however demands

of immediate nature are catered ASP.of immediate nature are catered ASP. Demands are given the shape of a Chapter.Demands are given the shape of a Chapter. Charter is presented to the Management.Charter is presented to the Management. Negotiations with Management are carried out in the presence of Negotiations with Management are carried out in the presence of

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

employees.employees.

SWOT AnalysisSWOT Analysis

Strengths/Scope of HR DepartmentStrengths/Scope of HR Department

Following are the strengths of PC Rawalpindi:Following are the strengths of PC Rawalpindi:

The whole HR department is very well and highly The whole HR department is very well and highly qualified. The higher management tries to increase the qualified. The higher management tries to increase the personal and professional qualification of the HR personal and professional qualification of the HR employees by holding different seminars and workshops employees by holding different seminars and workshops on latest HR practices.on latest HR practices.

The hotel welcomes very much if any inexperienced The hotel welcomes very much if any inexperienced person enters in HR department. Because they are of so person enters in HR department. Because they are of so sure about their HR department that all of the Existing sure about their HR department that all of the Existing Employees will try their best to train him/her for his/her Employees will try their best to train him/her for his/her future HR job.future HR job.

The HR department also arranges the visits of its HR The HR department also arranges the visits of its HR employees to the HR departments of other hotels like employees to the HR departments of other hotels like Marriot International Islamabad and Serena International Marriot International Islamabad and Serena International Islamabad.Islamabad.

Weaknesses:Weaknesses:

In order to manage people effectively in today’s world of work, it In order to manage people effectively in today’s world of work, it is essential to understand and appreciate the significant is essential to understand and appreciate the significant competitive, legal and social issues. The HR Dept of PC Hotel competitive, legal and social issues. The HR Dept of PC Hotel Rawalpindi has to cope with following weaknesses to help the Rawalpindi has to cope with following weaknesses to help the management to achieve their objectives:management to achieve their objectives:

Internal weaknesses:Internal weaknesses:

Relationship between workforce and organization is the main Relationship between workforce and organization is the main challenge. HR Dept in consultation with union management has challenge. HR Dept in consultation with union management has to ensure a continuous flow of good relationship between the to ensure a continuous flow of good relationship between the management and employees. management and employees.

Due to highly changed dynamic environments HR department has Due to highly changed dynamic environments HR department has to remain current with regards to duties, skills, future needs, to remain current with regards to duties, skills, future needs, current trends efficiency and smooth running of the hotel.current trends efficiency and smooth running of the hotel.

Handling of personality conflicts among Hotel employees Handling of personality conflicts among Hotel employees possessing diverse nature and habits is also one of the great possessing diverse nature and habits is also one of the great challenges encountered by the HR department of PC Hotel. To challenges encountered by the HR department of PC Hotel. To overcome such type of conflicts successfully, the HR dept carries overcome such type of conflicts successfully, the HR dept carries out counseling of such individuals at each level. The immediate out counseling of such individuals at each level. The immediate supervisors on arising also deal with such conflicts.supervisors on arising also deal with such conflicts.

External weaknesses:External weaknesses:

Managing Workforce Diversity:Managing Workforce Diversity: Being run at international standards Being run at international standards and to ensure that same nationals, PC Hotel, attend customers and to ensure that same nationals, PC Hotel, attend customers approaching from other countries recruits and maintains a diverse approaching from other countries recruits and maintains a diverse workforce. So diverse cultural workforce posses a great challenge to PC workforce. So diverse cultural workforce posses a great challenge to PC Hotel to ensure smooth relationship and work environments among the Hotel to ensure smooth relationship and work environments among the employees.employees.

Lack of Trained Workforce:Lack of Trained Workforce: In Pakistan very few institutes are able to In Pakistan very few institutes are able to provide trained workforce for the hotel industry on international provide trained workforce for the hotel industry on international standards. The HR dept of PC Hotel has to recruit and select the raw standards. The HR dept of PC Hotel has to recruit and select the raw material and convert it into efficient workforce.material and convert it into efficient workforce.

Global Competitive Environment:Global Competitive Environment: Since PC is an International Since PC is an International organization, so it has to maintain some standards through out the world. organization, so it has to maintain some standards through out the world. HR Dept has to play the key role to help the hotel to achieve these HR Dept has to play the key role to help the hotel to achieve these standards.standards.

Economic Challenge / Govt. Policies:Economic Challenge / Govt. Policies: Impact and effects of the Impact and effects of the economic changes due to Govt. policies pose another major challenge to economic changes due to Govt. policies pose another major challenge to the HR Dept of PC Hotel. Economic changes affect the pay benefits and the HR Dept of PC Hotel. Economic changes affect the pay benefits and various financial packages, so the HR Dept has to strive hard to devise various financial packages, so the HR Dept has to strive hard to devise new packages.new packages.

Main Competitor:Main Competitor: To keep the employees loyal to the Hotel and To keep the employees loyal to the Hotel and ensure their retention, the turnover rate has to be kept minimum by the ensure their retention, the turnover rate has to be kept minimum by the HR Dept.HR Dept.

Opportunities:Opportunities:

Following are some of the opportunities which Following are some of the opportunities which are available to HR department in near future:are available to HR department in near future:

As the PC Hotel is an International hotel Chain As the PC Hotel is an International hotel Chain all over the world and maintaining its HR all over the world and maintaining its HR department in every set up so the employees department in every set up so the employees here have chance to work in a broader here have chance to work in a broader prospective and gain greater experience and prospective and gain greater experience and knowledge about latest HR practices.knowledge about latest HR practices.

In January 2005, the whole HR department is In January 2005, the whole HR department is starting seminars and workshops on latest HR starting seminars and workshops on latest HR practices after1 month duration. So this will practices after1 month duration. So this will provide training and development to the HR provide training and development to the HR employees.employees.

ThreatsThreats::

HRM has gained much importance in today’s time. HRM has gained much importance in today’s time. Without proper HR Dept no organization can achieve its Without proper HR Dept no organization can achieve its objectives efficiently and successfully. Although the objectives efficiently and successfully. Although the Personnel Dept of PC Hotel performs all the duties, Personnel Dept of PC Hotel performs all the duties, which the HR Dept is suppose to perform. However if which the HR Dept is suppose to perform. However if faces certain problem in absence of a proper HR Dept. faces certain problem in absence of a proper HR Dept. PC Hotel is in the process of developing HR Dept on PC Hotel is in the process of developing HR Dept on international standards and in the period of the month international standards and in the period of the month or so it will be converted into HR Dept. presently the or so it will be converted into HR Dept. presently the problems being faced are: -problems being faced are: -

Present staff of HR Office is over burdened due to the Present staff of HR Office is over burdened due to the fact that it has to perform all the duties of HR Dept with fact that it has to perform all the duties of HR Dept with the same strength.the same strength.

The Hotel is lagging behind from the International The Hotel is lagging behind from the International Hotels standard that affects its performance in some Hotels standard that affects its performance in some areas of HRM. areas of HRM.

Performance of the HR Office is erratic at times.Performance of the HR Office is erratic at times. Erratic performance of HR Dept also results in low Erratic performance of HR Dept also results in low

productivity of employees.productivity of employees. Needs of the modern technology are not fulfilled due to Needs of the modern technology are not fulfilled due to

the absence of this Dept.the absence of this Dept.

Recommendations and SuggestionsRecommendations and Suggestions

To help the Management to achieve its objectives successfully on the To help the Management to achieve its objectives successfully on the International standards following suggestions are offered:-International standards following suggestions are offered:-

It should introduce Strategic Human Resource Management to use the It should introduce Strategic Human Resource Management to use the workforce most wisely with respect to the strategic needs of the workforce most wisely with respect to the strategic needs of the organization. This should cater for committed employees, uncompromising organization. This should cater for committed employees, uncompromising dedication to quality, developing of talented people, focus on growth and dedication to quality, developing of talented people, focus on growth and building career opportunities. building career opportunities.

To further improve the quality of work reward-based suggestion system To further improve the quality of work reward-based suggestion system should be designed and implemented. should be designed and implemented.

Progressive organizations rotate their best managers through various Progressive organizations rotate their best managers through various specialized HRM functions as a required part of their development and a specialized HRM functions as a required part of their development and a way of bringing line experience to HRM problems. PC Hotel should ensure way of bringing line experience to HRM problems. PC Hotel should ensure that higher level of education and experience is given to those individuals that higher level of education and experience is given to those individuals who are employed on HRM assignment. For this purpose training in HR who are employed on HRM assignment. For this purpose training in HR duties should be conducted.duties should be conducted.

Extensive seminars and lectures should be conducted to identify the needs Extensive seminars and lectures should be conducted to identify the needs before introducing the HR Dept.before introducing the HR Dept.

Apart from the walk-in interviews alternative method should also be Apart from the walk-in interviews alternative method should also be employed to fill the vacant posts.employed to fill the vacant posts.

Today emphasis is on effective use of Information Technology to reshape Today emphasis is on effective use of Information Technology to reshape HR functions in order to meet the management needs. Keeping this in view HR functions in order to meet the management needs. Keeping this in view the Hotel should also develop HR Information System and all the data of the the Hotel should also develop HR Information System and all the data of the employees should computerized.employees should computerized.

Alternative methods of employees’ performance appraisal should also be Alternative methods of employees’ performance appraisal should also be used.used.

ConclusionConclusion

The importance of Human Resource Management in The importance of Human Resource Management in an organization cannot be denied. In case of a Hotel an organization cannot be denied. In case of a Hotel industry it gains more importance where a large industry it gains more importance where a large number of diverse workforces have to be handled by number of diverse workforces have to be handled by the management. At PC Hotel Rawalpindi the HR the management. At PC Hotel Rawalpindi the HR Dept is providing the Human Resource Services to Dept is providing the Human Resource Services to fulfill the management requirements smoothly and fulfill the management requirements smoothly and efficiently. We have concluded that in PC Rawalpindi efficiently. We have concluded that in PC Rawalpindi HRM is running in a very organized and systematic HRM is running in a very organized and systematic manner. Through their dedication and commitment manner. Through their dedication and commitment to their duties the HR Dept has made an endeavor to to their duties the HR Dept has made an endeavor to successfully implement the management’s policies successfully implement the management’s policies and procedures in the Hotel. and procedures in the Hotel.

ReferencesReferences

Col Zulfiqar AhmedCol Zulfiqar AhmedHuman Resource ManagerHuman Resource ManagerHR DepartmentHR Department

Attique –ur- RehmanAttique –ur- RehmanHuman Resource CoordinatorHuman Resource CoordinatorHR DepartmentHR Department

Contact numbers:Contact numbers:051-556601 – EXT- 5870 051-556601 – EXT- 5870 -5692-5692