managment final report

8/4/2019 Managment Final Report

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Hotel Pak continental, Islamabad

CEO HAJI GUL AFRIDI

GM SUFIAN ABBASI

SALES & MARKETING MANAGER AIAZ AHMED

FINANACE MANAGER NAEEM ASHRAF

LOGISTICS M.INAIAT

HRM SHAN-e-OMER



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Table of content

Introduction_____________________________________________2

The Concept_____________________________________________3

History ___________________________________________________3

Classification & types of hotel_______________________________4

Size____________________________________________________4

Star category of hotel _____________________________________5

Pak continental hotel ___________________________________5

Efficiancy ____________________________________________5



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INTRODUCTION :

1.1. The Concept:

Hotel is a place which provides its customers facilities of food and accommodation on

payment. It is home away from home where all the modern amenities and facilities are

available on a payment basis. The definition presented by hotel operators to authorities

of the National Recovery Administration in Washington is found to be a more

comprehensive definition, presented by Stuart Mc Namara.

The definition states that, “According to the international laws a hotel is a place where a

traveler can receive food and shelter provided he is in a position to pay for it and is in a

fit condition to receive.”

HISTORY:

One of the fastest growing sectors of the economy of our time is the hotel industry. The

hotel industry alone is a multi-billion dollar and growing enterprise. It is exciting, never

boring and offer unlimited opportunities. The hotel industry is diverse enough for people

to work in different areas of interest and still be employed within the hotel industry. This

trend is not just in a single country, but globally.The hotel industry is a mature industry

marked by intense competition. According to a survey today around 15% of working

population of the world is engaged in the hospitality industry. Hotel today not only caters

to the basic needs of the guest like food and shelter but in addition to that they also

provide much more than that, like personalized services.

1.2. Classification & types of hotel:

Hotel can be classified into different categories or classes, based on their operationalcriteria. For example the type of accommodation they provide, location of the property,

type of services provided, facilities given and the client they cater to, can help to

categorize hotels today.



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Economy hotel: It provides efficient sanitary private rooms with bath. The

furnishing and decor are acceptable to majority of travelers. Food and beverage

service may or may not be available.

First class hotels: They are luxury hotels with exceptional decor better than

average food and beverage service, uniformed bell services. They often have 2

or 3 dining rooms, swimming pool, spas etc.

Traditional hotels: They have the basic concept of rooms with break fast, bell

desk services and the other usual services.

Resident hotels: Where guest stay for longer duration, stay like weeks, months

even years.

Government Approved Hotels: These are the hotels, which might not have applied

for star categorization or small enough to find them in the list. Many of the wildlife

resorts, lodges and hostels are government approved providing a minimum level of

accommodation facilities at far off places.

Commercial Hotels: These hotels cater mainly to business clients and usually

offer room service, coffee-shop, dining room, cocktail lounge, laundry and valet

service as well as access to computers and fax services.

Airport Hotels: They are located near airports and are conveniently located to

provide any level of service from just a clean room to room service and they mayprovide bus or limousine service to the air lines.

Conference Centers: are designed to specifically provide meeting space for

groups; they provide all services and equipment necessary to handle conventions.

1.3 . Size:

Hotels can be identified according to their size and the accommodation level they are

offering to their customers. According to Size HPC lies in the following category,

Small hotel: Upto 100 rooms.

1.5 . Star category of hotel



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The HPC hotel falls in 3 star category.

PAK CONTINENTAL HOTEL

EFFICIENCY OF HOTEL PAK CONTINENTAL’S MANAGERIAL

SYSTEM:

The Hotel Pak Continental’s managerial team comprises rich and trained human resource (HR)which recently has upgraded its skills in terms of the following:

a. People management

b.

Asset managementc. Efficient handling of equipment

d. Guest Relationing

The fore going constitute efficiency- specific improvement components of Hotel Pak Continental

(HPC). What the managerial team has put in place is effective and target oriented usage of its

input listed at a-d above. By employing all human, material and financial resources HPC’smanagerial team has attained optimum output which mathematically comes to the following ratio,

a. Input : 47% in terms of financial investment

b. Output : 53% of financial profit

EFFECTIVENESS OF HOTEL PAK CONTINENTAL’S

MANAGERIAL SYSTEM:

An effective managerial system hinges on multiple factors like trained human resources, efficient

use of investment portfolio and technically rewarding use of machine, equipment and fixed

assets. HPC’s management has demonstrated economy while using its investment portfolio and

best possible motivated man management of its available HR. While using minimum hotel spacefor maximum accommodation of guests and clients, HPC’s team has effectively delivered. Thefinancial owners of HPC’s have admitted effective managerial system of the hotel in running dayto day affairs which reflects appreciable hospitality management in the comparable market

environment of hotel industry.

IMPORTANT MANAGEMENT FUNCTION:

Going by the principle of result oriented management in the discipline of hospitality practices in

the hotel industry, it is the organizational skill i.e, ability to organize all the core elements of input

which result in the following:

a. Best planning

b. Best leadership



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c. Best control

It obviously means that HPC’s financial owners have selected an HR expertise through selectionof best managers who focus on service delivery as well as maximum revenue intake. The

managers have effectively organized the hotel operations in a manner that they have achieved the

preset goals of the financial owners. When compared with the chain of other hotels in the market,

HPC’s performance has been appreciated by independent assessors. This proves that the mostimportant management function of HPC’s managers has been ORGANIZING.

TECHNICAL SKILLS OF MANAGERS:

The primary technical skills of the HPC’s core managers relates to their pre-entry training into the

discipline of hospitality management and the style of running hotel industry in a competitive

market in urban centers. What we can safely conclude is a package of technical skills of HPC’smanagerial team resulting from their extensive training in hospitality management, guest

relationing and tourism industry.

MANAGERIAL HIERARCHY IN HOTEL PAK CONTINENTAL:

We have classified managers in our organization in the following hierarchy:

G.M &

Administrator

Sales &

Marketing

Manager

Assistant sales

manager

Assistant

marketing

manager

Finance

Controller

Finance manager

Assist. Finance

manager

Accountant

House keeping

Manager

Supervisor

House keeping

boys

Food &

Beverage

Manager

Assistant

Manager

Captain

Waiters

Room service

Manager

Assistant Manager

Order Taker

Front desk

Day manager

Receptionist

Telephone

operatorBell boy

Night manager

Receptionist

Telephone

operator



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CHAPTER 2

THE EVELUATION OF MANAGEMENT

BUREAUCRACY

Bureaucracy also exists in HPC hotel. This is also division in labors hierarchy and relationship

among workers.

HUMAN RESOURCE MANAGEMENTManagers of this hotel advised the

workers to deal with good behavior with customers.

HUMAN RELATION MANAGEMENT

The worker whose have maintain good relations with customer is more productive for business

QUANTITATIVE APPROACHIn 2002 when its owner is changed after that the new owner can use quantitative approach in

HPC. Because of which in very short period this hotel can make a name in Islamabad city. This

approach has contribute moat directly to management decision making in planning’s and control.

PROCESS APPROACH

The management of this hotel performs four functions. Planning , organizing, leading.

Controlling.

SYSTEM APPROACH

In this hotel there is a system of sharing information between different departments

CLOSE SYSTEM.

Those factors which cannot affect on the performance of hotel.

OPEN SYSTEM.

The external factors which affect on the performance.

CONTINGENCY APPROACH

The profit and expansion of the hotel is on probability that customers comes or not or what is

political condition

.management should recognizing and responding to situational tasks as they arise.

WORKFORCE DIVERISITY

Managers in this hotel can treat all workers equally

TOTAL QUANTITY MANAGEMENT



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The system of management works on responding customer needs. Managers thought that low

costs is only way to increase business

EMPOWERMENT

Managers of this hotel can improve their standards by assigning work individually

DOWNSIZING

Never done in the history of hotel.

CONTINGENT WORKERS

Many workers can work in the hotel as contingent worker.

Chapter 3

In hotel Pak Continental The role of manager is very vital in success of the business .thesuccess of hotel depends on quality of services ,staff, cleanliness, & comfortable stay in hotel

provision of excellent services greatly depend on leader ship quality of manager who has to keep

close eyes over the affairs of hotel management .He has to make agreement for provision of

excellent services to customers and ensure the comfortable stay of customer

CULTURE OF HOTEL:

Culture which exist in the hotel is strong values are widely share among workers. There is

strictness on workers to wear proper uniform .The manager keep close eyes on employees

behavior & advise them to give special attention on cleanness.

HOW MANAGERS PLAN:

Manager of hpc make long term planning by seeing the position of business, compitators etc

Managers identify their weakness and try to improve their organization .They remove all those

products which becomes barrier in their fast progress.

HOW MANAGERS ORGANIZE:

They organize their work by dividing the workers in groups.Managers interact with each

other in taking decision .Managers solve the problem of their employees during work.

LEADING:



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Manager of HPC lead in the way that every worker is satisfied with their work .Manager

should divide work equally among workers.

CONTROLLING:

The manager of this hotel control the activities of their workers by keeping close eyes on theirwork & advice the waiter to maintain good relations with customers. The manager also control

the workers by making their close relations (unions).

ETHICAL CULTURE :

Manager of hpc in a culture is supported for taking risk and innovations & discourage from

engaging in uncontrolled competition and pay attention how goals are achieved.

INNOVATION CULTURE:

The following are the innovation culture that are followed in HPC.

CHALLENGE AND INVOLVEMENT:

Employs of the hotel are motivated and committed for success of hotel.

FREEDOM:

Waiters independently define their work exercise etc.

TRUST:

Managers & workers are supportive and respectful to each other.

DEBATES:

All workers are allowed to express their opinion and put ideas for

consideration.

THE ENVIRONMENT

External environment:

The term external environment refuses to factors and forces outside the organization that’s

affect the organization performance.

SPECIFIC ENVIRONMENT:



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In this hotel mainly competitors can affect the work of managers.

MAIN FORCES OF SPECIFIC ENVIRONMENT:

CUSTOMERS:

Customers are very important for business organization and managers of HPC give specialattention to meet customer’s requirement.

SUPPLIERS:

Managers of HPC make good relation with suppliers .They pay to suppliers on time.

COMPETITORS:

Managers should not ignore competitors .They give special attention on working of competitors.

ECONOMIC CONDITION:

The manager fixes rates for room and provide discount by which we attract customers and

earn profit.

TECHNOLOGICAL CONDITIONS:

Energy crises during this era is big problem. Manager arranged alternate energy system

like generators.

CHAPTER 5

Social Responsibility and managerial ethics

ORGANIZATIONAL VIEW:

At Hotel pak continental they have classic view.

Their main priority is profit earning.

GREEN MANAGEMENT:

At hotel Pak Continental they try there best to make a clean environment in our Hotel.

Garbage and other remains of the hotel is picked up by CDA,they just put it the dust bin.There hotel has leagal approch (LIGHT GREEN).



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MAIN MOTIVE:

Profit is their main motive because without any profit organization is a failure.

Here there is touch with socioeconomic view but There consern with good behaviour with

customers is for making goodwill and increasing profit.

VALUE BASED MANAGEMENT:

They have value based management at some extent.

The main motive of the hotel is to earn profit, So they have told their employes to give

the great value to customer because they are the main source of profit.

STAGES OF MORAL DEVELOPMENT:

They just stick to rules and do what is needed at the situation.The hotel is at first level of moral development Preconventional.

EMPLOYEE EMPOWERMENT:

At Hotel Pak Continental they here out the employees if there suggestion is good they take action

on it like changes tables and chairs etc.

HIRING EPLOYESS:1) Waiter : Matric plus experience

2) Receptionist: Graduate plus experience

3) Master in Bussines administration plus experience.

PERFORMANCE AWARDS:Awards like agreement of salary increase at end of the year.

TRAINING PROGRAMES: The employees of each dept are trained by their departmental manager.

CHAPTER 6



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DECISION MAKING PROCCESS

In HPC decisions are takes by managers by seeing the situation

IDENTIFYING A PROBLEM

In HPC problems are identified by managers , supervisors etc

IDENTIFYING DECISION CRITERIA

Managers can take decisions by seeing cost, risk & desired results.

DEVELOPING ALTERNATIVES

The managers of HPC can list out the alternatives

ANALYZING ALTERNATIVEManagers of HPC can take information about other alternatives

SELECTING ALTERNATIVES

Manager can choose that alternative that is best for them

IMPLEMENTING ALTERNATIVES

Managers of HPC can order workers for implementations of their decision

EVALUATING DECISIONS EFFECTIVENESS

The most important and last step in decision making process by which managers see that for how

percentage their problem has solved

DECISION IN MANAGEMENT FUNCTIONS

Four steps in management functions

PLANNINGIn HPC the owner with the help of managers can make the long term planning’s for making their organization more profitable



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ORGANIZINGThe managers in this hotel can organize their workers for good results and make supervisors

LEADINGManagers of this hotel can see the work productivity of supervisors with close eyes

CONTROLLINGManagers can control the communication system for effectiveness

PERVASIVENESS OF DECISION MAKING

In HPC managers & GM of the hotel can make decisions on regular basis without any big hurdles

RATIONALITY

Managers in HPC will together make value maximizing choices with specified constraints

BOUNDED RATIONALITY

Managers in this hotel can make decisions according to their status in hotel

INTUITIVE DECISIONS

In HPC managers can make decisions in the basis of their skills and experience

TYPES OF PROBLEMS AND DECISIONS IN HPC

STRUCTURED PROBLEMS

The problems which occurred in past life of this hotel and managers are able to handle them very

easily

PROGRAMMED DECISIONSThe decisions make by the managers of HPC in routine activities

UNSTRUCTURED DECISIONS

The problems which the managers can never be seen in life of hotel e.g. shortage of electricity

NON PROGRAMED

That problems of hotel which are unique.

DECISIONS MAKING CONDITIONS IN HPC



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CERTAINITY

The managers of this hotel can make the accurate decisions because they have knowledge about

future position.

RISK Sometimes managers can not able to see future situation and there is a risk of loss.

UNCERTAINITY

In this hotel there also exists a situation on which it is very difficult for manager s to take any

decisions.

TYPES OF DECISION MAKER IN HPC

DIRECTIVEManagers of HPC can make decisions by little information.

ANALYTICManagers of HPC can make decisions very carefully by taking a lot of information.

CONCEPTUALManagers can make decisions on conceptual basis by seeing other alternatives

BEHAVIORAL

Managers can give suggestions

FONDATION OF PLANNING

Organizational goal:Our organizational goal is to maximize profit, customer satisfaction

&maintaining goodwill.

Corporate goal:They have a corporate goal like finance department has his goal to increase

profit, food & beverage department is to give best quality& vice versa.

Formal planning:



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They formed formal planning covering a period of time & shared with

organization members as how the goal will be achieved.

Specific plan:

Because of strict rules& regulations, they give directions to employees and leave no

room for interruption.

Time frame:Planning they are formed use only single time because of the situation prevail in

Pakistan.

Operational plan:They made different plans for different departments. That each

department has his own plan.

Tradional goal:Top management set the organizational goal & than broken into sub

goals for each level of organization.

CHAPTER 8

ORGANIZATIONAL STRATIGIES

Their Organizational strategy is to make position in the market, pleasing their customers

,achieving performance targets, increasing their market ranking, improving quality and customer

satisfaction.

SWOT ANALYSIS OF PAK CONTINENTAL HOTEL

Strengths

1. Became a strong and established brand name in a limited tenure of 7 years

SWOT

MATRIX

Strengths Weaknesses Opportunities Threats



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2. It is near to Islamabad airport about 15 minutes’ drive.

3. Have a bright name in the category of 3 star hotels in Islamabad

4. Using banquet facilities with complete range of audio- visual equipment’s.

5. Giving catering services at your door step.

6.

24/7 doctor available on a single call.

7. Standby generator for facing the power shortage in the country.

8. Spacious car parking, rent a car service and tour information services.

Weaknesses

1. Another weakness can be its short time period of existence in the sector of hospitality

where there are people sitting for more than 40 years.

2. Limited room space can be said another weakness for the hotel. With the occurrence of

other hotels of same category like Envoy Continental Hotel, Pak Continental needs to

look upon in increase their residence facilities but they are bound not to do it because of

cost and space constraints.

3. Opportunities

1. By introducing more packages like wedding and for Ramadan Pak continental can

increase its customer ship.

2. By introducing memberships for the business as well as for general public the hotel can

increase its business.3. By making affiliations and doing contracts with renowned boutiques and dress designers

it can arrange events which will attract the customers and will help in increase in the

market share of the hotel.

4. With sponsoring different local events like Basant and musical nights the hotel worth will

increase in the eye of public which will help it to increase in the profits.

5. Some special packages introduction in the hotel products like giving discounts to the

newly wed couple and on birthday parties will increase the customer ship of the hotel.

Threats1. Increasing competition can be said a vital threat for the hotel as new hotel like opening of

Hotel De Pape, Rose Garden and Envoy Continental which are situated in the same

region are a threat for Pak Continental.

2. Disorders due to the suicide bombing in the recent years have adversely affected the

tourism sector causing decrease in the business of hotels. As Pak Continental is a three



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star hotel and have a limited market, due to the global economic recession the buying

power of the customer has decreased affecting the hotel industry adversely.

COMPETITORS

The competitors of Hotel Pak Continental are Hotel De Pape, Envoy Continental, Rose Garden.

RESOURCES

Making a profit in the restaurant business is a challenge. Adequate sales, experience, and capital

can help in creating good business progress, but without solid financial and operational controls

in place, long-term success is not assured. That's why the Restaurant Resource Group was created

to empower restaurant operators in the form of simple, yet powerful, financial and management

products and services.

COMPETITIVE ADVANTAGE

Strategies are being used to develop and sustain current and competitive advantages for abusiness and to build competitive for the future. Competitive advantage depends on the command

of and access to effective utilization of its resources and knowledge. This provides organizations

the capability of implementing cost and differentiation strategies. An organization’s strategy alsoreflects its management’s perception and decision on how to respond external reality. Managerialperception shapes an organization’s knowledge resources and value of intellectual capital toorganizations. Hence, the choice of intellectual capital to be developed by an organization has to

take into consideration the question of whether it will be able to support the organization’sstrategy.

STRATEGY IN HOTEL PAK CONTINENTAL

They are having a flexible strategy because they have the ability to recognize major externalchanges, to quickly commit resources and to recognize when strategic decision isn’t working.

INNOVATION

Keeping in view the customer satisfaction and comfort level, they provide a friendly environmentto their customers. They also give customer service training to their employees so that they can

deal well with the customers. They design their innovation strategy according to two strategic

decisions that is innovation emphasis and innovation timing.

CHAPTER 9

ORGANIZATIONAL STRUCTURE AND DESIGN

FOMALIZATION:

IT PERTAINS TO THE AMOUNT OF WRITTEN DOCUMENTATION IN THE

ORGANIZAION. HPC HAVE DEFINED RULES AND REGULATIONS BUT OVER ALL WHEN WE TALK

ABOUT ORGANIZATIONAL LEVEL WE ARE NOT FORMALIZED AND WE FOCUS ON PROVIDING

BEST CUSTOMER SERVICES AND CUSTOMER SATISFACTION.

WORK SPECIALIZATION:



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HPC BELIVE IN WORK SPECILAIZATION AND ASSIGNED TO WORK THE

RESPECTIVE DEPARTMENT IN ORDER TO ACHIVE EFFECTIVE AND EFFICIENT PERFORMANCE.

DEPARTMENATALIZATION:

HPC HAS FUNCTIONAL DEPARTMENTALIZATION AND JOBS ARE GROUPED

TOGETHER ON THE BASIS OF FUNCTION PERFORMED.

CHAIN OF COMMAND:

IN HPC THE MANAGERS HAVE AUTHORITY TO DIRECT THE ORDER TO THEIR

DEPARTMENT’s EMPLOYEE AND TAKE THE EXPECTED THE RESULTS. EACH EMPLOYEE IN HPC IS

RESPONSIBLE TO PERFORM THE JOB ASSIGNED BY THE SUB ORDINATE .THERE IS A UNITY OF

COMMAND AND EACH EMPLOYEE REPORT TO ITS SUBORDINATE.

CENTRALIZATION AND DECENTRALIZATION

THERE IS CENTRALIZATION IN HPC BUT SOME TIME THE HPC ADOPT

DECENTRALIZATION SPECIALLY WHEN CONDUCTING MARRIAGE CERMONIES, PARTIES,

LAUNCHING NEW VARIETY OF FOOD etc. THE HPC ALSO USE EMPLOYEE EMPOWERMENT IN

KEEPING VIEW THAT EMPLOYEES MUST PROVIDE BEST CUSTOMER VALUES, SERVICES AND

SATISFACTION.

ORGANIZATIONAL DESIGN DECISIONS

THE HPC HAVE MECHANISTIC DESIGN DECISIONS ON MATTERS THAT ARE

OFTENLY FACED TO THE ORGANIZATION.THE HPC USE HIGH SPECIALIZATION,FUNCTIONAL

DEPARTMENTALIZATION,CLEAR CHAIN OF COMMAND,CENTRALIZATION AND HIGH

FORMALIZATION.BUT SOME TIME THE HPC USE ORGANIC DESIGN DECISIONS AND USE

DECENTRALIZATION AND FORMALIZATION WHILE ORGANIZING FUNCTION SUCH AS WEDDING

FUNCTIONS PARTIES AND ON SEMINARS.

COMMON ORGANIZATIONAL DESIGN

THE HPC USE FUNCTIONAL STRUCTURE IN AN ORGNIZATIONAL DESIGN

THAT GROUPS SIMILAR OR RELATED OCCUPATIONAL SPECIALITIES TOGETHER.

Human Ressource Management Process

In HPC hotel the department of human resource is not available & the human resource

management is done by General manager of this hotel.In HPC hotel,mainly two steps of (H.R)

planning are used1. Planning(if labour are managers required for job)

2. Selection of competent and skilled employees

Important Environment Considerations

Labour Unions



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Managers kept very close eyes on the friendship of waiters and employees so that he became a

barrier in the way of making unions.

Labour management relations

In HPC hotel, there,s no exist any labour union.And if any employees have any problem he candiscussed it with its supervisors.

Human Resource Planning

HRP is the process by which management ensures that it has the right no. and kind of people in

right places at right time.Who can do work efficiently.In case of HPC this task was done by

general manager and owner of this hotel.

Recruitment And Derecruitment

The process of locating and attracting capable applicants is very easy in the advancetechnology.When the administration requires more managers expert in different fields it can be

easily done by advertising jobs in newspapers,Internet etc.

Selection

In HPC the process of selection of applicants is not a complex task,the applicant can be selected

by GM or owner.

To create brand value with defined, consistent product standards and through exceptional

and personalized service, exceeding expectations, and inspiring a connection to our brand

in the experiences we provide.

2.2. Mission:

To fulfill our commercial objectives while ensuring maximum quality and service to the

customers.

2.3. Core values:

The following are the core values of Hotel Pak Continental.

Exceptional Service

Integrity

Respect

Continuous Improvement



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Hotel Pak Continental the company's smaller, luxury hotel designed to cater to the

discriminating individual traveler seeking the privacy, personalized service and elegance

of a small Pakistani hotel. The owner of the hotel is Mr. HAJI GUL AFRIDI who is the

Ex-senator. They offer a sense of sanctuary and luxury. In addition to state-of-the-art

technology, Hotel Pak Continental offer exceptional food and beverage facilities,

intimate, understated surroundings, and 24-hour personalized service. Since the opening

of Hotel Pak Continental in 2003, Hotel Pak Continental has become known as a leader

in the creation and operation of dramatic luxury hotels. Hotel Pak Continental is a 3 star

hotel.

Today, in the range of three star hotels, Hotel Pak Continental specializes in deluxe hotel

with meeting facilities and special services for the business traveler, operates hotel incapital city of Pakistan, airport location, and leading resort area in Islamabad. Hotel Pak

Continental has made a significant contribution to revitalizing the area and spurring

business.

2.4. Objectives:

The objectives of the Hotel Pak Continental are:

1. Establish and maintain high standards of leisure and comfort.

2. To satisfy customers by delivering quality service and through customization of

quality products.

2.5. Organizational structure:

Hotel Pak continental’s organizational structure is as follow:



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2.6. Description of the departments:

Food and Beverage (F&B) Department: F & B deals mainly with food and

beverage service allied activities. Different divisions are there in F & B like

Restaurants, Special Restaurants, Coffee Shop (24 hrs.), Bar, Banquets, Room

service etc. Apart from that they have Utility services (Cleaning).

Food Production Department: Food production deals with the preparation of

food items. It is basically engaged in preparing those dishes, which are ordered by

the guests. This department offers various Cuisines like Indian, Continental, Thai,

Italian, Konkani (Coastal Sea Food), South Indian, Chinese, Mexican, etc.

Different Chefs are appointed for these special cuisines.

Front Office Department: The front office is the command post for processing

reservations, registering guests, settling guests’ accounts, and checking out guests.

Front desk agents also handle the distribution of guestroom keys and mail,

messages or other information for guests. The most visible part of the front office

G.M &

Administrator

Sales &

Marketing

Manager

Assistant sales managerAssistant marketing

manager

Finance

Controller

Finance manager

Assist. Finance

manager

Accountant

House keeping

Manager

Supervisor

House keeping boys

Food &

Beverage

Manager

Assistant

Manager

Captain

Waiters

Room service

Manager

Assistant Manager

Order Taker

Front desk

Day manager

Receptionist

Telephone operator

Bell boy

Night manager

Receptionist

Telephone oper

Bell boy



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area is of course the front desk. The front desk can be a counter or, in some luxury

hotels, an actual desk where a guest can sit down and register.

Housekeeping Department: The housekeeping department is another important

department in hospitality world. Housekeeping is responsible for cleaning the

hotel’s guestrooms and public areas. This department has the largest staff,

consisting of an assistant housekeeper, room inspectors, room attendants, a house

person crew, linen room attendants and personnel incharge of employee uniforms.

They may also have their own laundry and valet service. Hotels with laundry and

valet equipment may use it only for hotel linens and uniforms and send guest

clothing to an outside service where it can be handled with specialized equipment.

Marketing & Selling Department: Sales and marketing has become one of the

most vital functions of the hotel business and an integral part of modern hotel

management. It includes packaging for selling, sales promotion, advertising and

public relations. The marketing division has the responsibility of keeping the

rooms in the hotel occupied at the right price.

Finance, Accounting Department: Accounting department is responsible for

keeping track of the many business transactions that occur in the hotel. The

accounting department does more than simply keeping the books. Financial

management is perhaps a more appropriate description of what the accounting

department does. Whereas the control department is concern with cost control

guideline e.g reduction in investment, reduction in operating cost, control of food

service costs, control of beverage costs, labour cost control, etc.

Administration Department: Top organizational members usually supervise the

Administration Department in a hotel. This department is responsible for all the work

connected with administration, personnel, manpower, employee’s welfare, medical,

health and security.

2.7. Products and service:

The scope of the hospitality industry comprises of a range of businesses that provide

services and facilities such as accommodation, food and beverage, entertainment,



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gaming and related products. Hotel Pak continental is a company of hospitality

sector and mainly it is offering

1. Products in terms of food.

2.

Services in terms of rooms and halls to stay and enjoy.

These two main categories are further explained as below:

2.8. Services:

Conference & Events facilities at Hotel Pak Continental: Pak Continental

Hotel Islamabad has a number of decent halls for parties, marriages and

conferences. All the hotel's dining and banqueting rooms have been designed to

offer maximum flexibility, together with state-of-the-art technical and lighting

facilities. This ensures that while even the most exquisite event can be

accommodated, the hotel can also offer the more intimate settings for the smaller,

private occasion.

Banqueting: Whatever the scale or the purpose of event, from the VIP breakfast

briefing for guests to a black tie dinner, the Pak Continental prides itself on being

able to host every imaginable dining and banqueting occasion in the greatest

comfort and style. All the hotel's dining and banqueting rooms have been

designed to offer maximum flexibility, together with state-of-the-art technical and

lighting facilities. This ensures that while even the most exquisite event can be

accommodated, the hotel can also offer the more intimate settings for the smaller,

private occasion. The customer is assured that hotel’s highly experienced

banqueting team will meet all their needs, combining effortless hospitality with

the highest professional standards and meticulous attention to detail. This service,

backed up by outstanding cuisine, will ensure that the event is truly a memorable

one.

Services: The Pak Continental Hotel offers complimentary airport shuttle service

including travel desk facilities and provides hotel links to all major international



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cities having membership of Leading Hotels of the world consortium. Within

Pakistan, Pak Continental Hotel offers 4 star deluxe services.

The hotel features over 30 satellite TV channels, In-house movies, Fax machines

in all suites and executive club's rooms, International direct dialing, Exclusive

electronic safes, Non-smoking floor, Centrally air-conditioned environment,

Beauty Salon/Barber Shop and a Shopping arcade.

Rooms and residence: The 10 guest rooms comprising of 18 Executive suites,

four super deluxe suites and 15 Executive Rooms are all designed to provide the

utmost comfort. All rooms are equipped with satellite television, in-house movies

and modern amenities. In fact, every facet and facility required by the discerning

traveler is provided. The room division offers the ultimate luxurious living with

24 hours in - house movies, satellite music and 30 satellite television channels.

Room Service operates round the clock caring for all the travelers' needs.

Fulfilling the smallest of requests to urgent needs, the room service assures in-

house guests of the best quality assistance. Personal facsimile machines are

available in all suites and executive club's rooms ensuring complete privacy and

confidentiality. Business Centre & Secretarial Services are also available

throughout the day and till midnight.

Exclusive Executive Club facility is also available for our business guests. The

Executive Club offers exclusive butler service and access to an Executive Club

lounge where continental breakfast is served for the guests. Throughout the day,

light snacks and refreshments are served along with high-tea from 4:00 PM to

7:00 PM

Hotel Pak continental also entertains its customers by giving seasonal packages of

1. wedding

2. Ramadan

2.9. Products:



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Besides these the above services following facilities are available for the guests:

40 fully equipped rooms

Wedding hall Hina

Wedding hall Sana

Conference hall Arosa

Conference hall Chandni

Authorized Money Changer

Business Centre

In-House Doctor

Pharmacy

Car Rental.

3. LEARNING AND EXPERIENCE:

3.1 . Internship duration and Rational for Selection:

My internship covers a period of 7 weeks starting from 6th of July, 2009 to 22nd of August,

2009. As I have interest in in the field of marketing so it was a very experience for me to

work in the Marketing department and was easy for me to understand various marketing and

sales concepts and techniques which were practically used there. It was all over a new

experience for me to use those methods to solve the tasks assigned to me. During my

internship in the hotel I got a chance to practically apply my knowledge to solve the tasks.

One of the reasons why I choose Hotel to do my internship was that in my point of view the

hospitality industry has a huge scope in Pakistan. It is a diamond mine waiting to be

explored.



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3.2. Task performed in the sales and marketing department:

I have performed almost all the tasks at sales and marketing department. The description of

job which was provided at orientation (start of the internship) time was consisting of the

following tasks which I had performed there:

1. Sales visits.

During the internship I visited various organizations in which we were visiting for the

first time and some of them were our clients and we visited them just for the courtesy so

that they may visit the hotel soon and give it some business.

The learning point in this task was the convincing discussion we had gone through

with the clients and I got a chance to get an idea how to use different tactics to get a

business.

2. Marketing visits:

With the manager and sometimes with his assistant we visited the market to analyse the

ways to attract new customers. As Ramadan was heading in August so in order to launch

the Ramadan scheme we visited the market to get an idea what other hotels were offering.

3. Sales Calls

In the mean time of my internship I also got the traing of making sales calls. It was

interesting in a way that we call to new companies and discuss with them our products

and services and the best part was the patience required for making the customer to get

agree to avail our product. Most of the times it happened that the customer agreed on the

phone and when we made a sales visit it totally refused our offer.

4. Courtesy calls.In the internship I was also trained to make courtesy calls in order to retain our old

customers and to tell them about any new package which we were going to launch in the

future.

5. Customer record, billing and recovery:



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This was the part of my internship which was directly related to my MBA. As I am a

finance student so I also got the training of:

maintaining the cutomer record

issung them letters for the outstanding of their accounts with us

recovery calls and visits

recovering the amounts

reminder letters

By doing all the above said tasks I learned a lot about how to mive in the organization

and how to work in the tensed environment. Before doing the internship I had no idea

how the courtesy is used and how this is difficult to make any organization our customer.

The tasks which I performed there in the hotel were a bit different which we are taught.

For instance sales and marketing are two separate departments in the books but in reality

both departments are working under one head.

I learned how to use my patience and how to make a new company client of the hotel.

The biggest key point I learned was the presentation of myself in front of executives of

the organization. Recovery of the outstanding amounts and giving discounts also help me

in increasing my information that how all these things are done in the real business life.

3.3 Swot Analysis of Pak Continental Hotel:

Strengths

9. Became a strong and established brand name in a limited tenure of 7 years

10. It is near to Islamabad air port about 15 minutes drive.

SWOT

MATRIX

Strengths Weaknesses Opportunities Threats



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11. have a bright name in the category of 3 star hotels in Islamabad

12. Using banquet facilities with complete range of audio- visual equipments.

13. Giving catering services at your door step.

14. 24/7 doctor available on a single call.

15. Standby generator for facing the power shortage in the country.

16. spacious car parking, rent a car service and tour information services.

Weaknesses

4. The site of the hotel can be said as a weakness for the hotel. As it is situated in a

market yet the area is surrounded by motor workshops and car showrooms which

is a point customer hasitate to come to the hotel.

5. Another weakness can be its short time period of existence in the sector of

hospitality where there are people sitting for more than 40 years.

6. Limited room space can be said another weakness for the hotel. With the

emergence of other hotels of same category like Envoy continental hotel Pak

continental need to look upon in increase their residence facilities but they are

bound not to do it because of cost and space constraints.

Opportunities

6. By introducing more packages like wedding and for Ramadan Pak continental can

increase its customership.7. By introducing memberships for the business as well as for general public the

hotel can increase its business.

8. By making affiliations and doing contracts with renowned boutiques and and

dress designers it can arrange events which will attract the customers and will

help in increase in the market share of the hotel.

9. With sponsoring different local events like Basant and musical nights the hotel

worth will increase in the eye of public which will help it to increase in the

profits.

10. Some special packages introduction in the hotel products like giving discounts to

the newly wed couple and on birthday parties will increase the customer ship of

the hotel.



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Threats

3. Increasing competition can be said a vital threat for the hotel as new hotel like

opening of hotel De Pape’, Rose garden and Envoy continental which are situated

in the same region are a threat for Pak continental.

4. lawlessness due to the suicide bombing in the recent years have adversely effect

the tourism sector causing decreasing in the business of hotels.

5. As Pak continental is a three star hotel and it has already a limited market and due

to the global economic recession the buying power of the customer has decreased

effecting the hotel industry adversely.

Recommendations

After this comprehensive report on the hospitality sector, I came up with some

suggestions for Pak continental hotel to tackle with the existing conditions and as well as

to cope with the merging competitors in the sector.

1. Pak continental should enhance its business by introducing new products

2. Hotel should give time to time promotions to retain its customers.

3. It should also consider the restaurants one of its competitors

4. New hall and lobbies should be constructed.

5. Human resource management is the merging new sector in the world and the hotel

is lacking in the department so it should introduce a H.R department in it so that

the optimal use of the employees can be made.

6. There is a deficiency observed in the hotel about training its employees and

conducting work shops to enhance their working capabilities. PAK continental

higher authority should also consider employee training in their near future plans



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Conclusion

I would like to conclude that I have been given a great opportunity in my to work in a the

hospitality sector, and in a private organization. While learning and gaining a

professional experience, I enjoyed there and it was the time when I felt independent,

confident, responsible and realized my decision making power.

The aim of my internship was to get a practical experience and exposure the difference

between the theoretical things and the practical implementation of them. I have exercised

what I have learned during my MBA. I have learned that how organizations are different

and how they are competing each other on the cut throat situation.

Working at sales and Marketing department was a bit different and lively experience in

the end. Each day I had to communicate with my customers. it was a good experience of

reconciling the record of customers and to update the customer outstanding balance. I had

a experience to watch and observe how to make new customers and how to persuade

them to again use our services. There were times when things were seemto move away

from us and there were times when is was taught that what ever the customer say “t he

customer is always right”.

In this 7 weeks of my work I noticed and analyzed my capabilities to cope stress and my

decision making on my observation and took chances to polish them as my capabilities

are originally going to be used after completion of my MBA. Hence working in Hotel

Pak continental enhanced by communicative skills and helped me to calculate my self in

different situations.



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References

1. www.Pakcontinental.com

2.

Wikipedia3. Hotel manual 2009

managment final report

Documents