TABLE OF CONTENTS ……………………………. 1. ACKNOWLEDGMENT ……
2
2. FOREWARD. ………………………………………..
2
3. HISTORY. ……………………………………………
3
4. INTRODUCTION TO TO PC PC LA LAHORE……… ………… ………. ….
3
ISION… N……… ………… ………… ………… ………… ………… ………… ………… ………… …… 5. VISIO
5
6. MISSON……………………………………………….
5
JECTIVE IVES ……… …………… ……… ……… ………… ………… ……… ……… …….. .... 7. OBJEC
5
8. STRUCTURE OF OF HR HR DE DEPARTMENT……… ………… ……..
6
9. FUNCTION IONS OF OF HR DE DEPARTMENT ……… …………… ……..
7
10. RECRUIEMENT ……………………………………
9
OF RE RECRUITM ITMENT……… ……… ……… ………. …... .. 11. SOURCES OF
11
12. JOB ANALYSIS… IS……… ……… ……… ………… ………… ……… ……… ………… ……
12
13. JOB EVALUATION ION …… ………… ………… ……… ……… ………… ………. …... ..
13
14. SELECTION…………………………………………
14
15. INTERVIEW…………………………………………
15
16. ORIENTATION……………………………………..
16
17. TRAINING AN AND DEV DEVELOPMENT……………….
16
APPRAISAL…………………… 18. PERFORMANCE AP
18
COMPENSATIONS……………. 19. BENEFITS AND CO
19
20. HEALTH AND SAFETY……………………………
22
21. WEAKNESSES………………………………………
22
22. OUR RECOMMENDATIONS……………………..
23
23. CONCLUSION………………………………………
24
1
PEARL CONTINENTAL HOTEL
1. ACKN ACKNOW OWLE LEDG DGEM EMEN ENTS TS “Starting with the name of ALLAH the most beneficent and the most merciful whose blessings are abundant and favors are unlimited.”
As a mater a fact, people tend to forget those who are behind there achievements and have stood for them whenever whenev er they need assistant. Our gratitude will be meaningless if we are not grateful to almighty Allah for his kindness upon us. His benevolence and blessings have made us capable.
2. FOREWORD
There There are severa severall inform informati ationon-rel relate ated d issues issues at hand for PEARL PEARL CONTIN CONTINENT ENTAL AL HOTEL Lahore;
of primary importance is the human resource department that has the
capability of performing functions such as: Job analys analysis, is, recrui recruitme tment, nt, traini training ng and develop developmen ment, t, perfor performan mance ce apprai appraisal sal,, settin setting g compensation policies and providing safety and health to their employees. This report covers all the aspects of the human resource management concepts presently applied in PC. On the basis of observation it has been extracted that Human Resource in PC is highly motivated due to the perfect conditions provided to them.
2
3. HISTORY
Pakist Pakistan an Servic Services es Limite Limited d (“PS (“PSL”) L”) was incorp incorpora orated ted in 1958 as a Public Public Limite Limited d company and is quoted on Karachi Stock Exchange since 1964. The primary business of PSL is hospitality. It initially operated under the management of Inter Continental Hotel; however, when Hashoo Group acquired PSL in 1985 it changed the name of the Hotels to PEARL CONTINENTAL HOTELs and became the largest and oldest five star hotel chain chain of Paki Pakist stan an.. In Octo Octobe berr 1985 1985 all all the the Inte Interr Cont Contin inent ental al hote hotels ls in Kara Karach chi, i, Rawalpi Rawalpindi ndi,, Peshawa Peshawarr & Lahore Lahore became became the PEARL PEARL CONTIN CONTINENT ENTAL AL HOTELs HOTELs.. Another pearl was added to the chain in1992 at Bhurban. PEARL PEARL CONTIN CONTINENT ENTAL AL HOTELs HOTELs is the first first Pakist Pakistani ani chain chain which which has achieved achieved excellent international standards of services, quality and product.
PEARL CONTINENTAL HOTEL, LAHORE
4. INTR INTRO ODUCT DUCTIO ION N
Parent organization
: Pakistan Services Ltd (P.S.L)
Owner
: Mr. Sadrudin Hashwani
Director H.R
(RETD.) Sohail Bashir : Lt. Col. (RETD.)
H.R.M Manager
: Madam Aliya
H.R Executive
: Mr. Aqeel Ahmed
Employee strength at PC Lahore: Approx.
: 1600
The PEARL CONTINENTAL HOTEL, Lahore is a five star hotel located on Sharah-eQuaid-e-Azam, on the same stretch of road as the Alhamra Arts Council, Lahore Zoo, Avari hotel and the Parliament building.
3
PEARL CONTINENTAL CONTINENTAL HOTEL Lahore being the only on ly five star hotels in town, offering matchl matchless ess service servicess and facili facilitie tiess stands stands tall tall among among the small small hotels hotels surrou surroundi nding ng its premi premises ses.. Most Most of the surrou surroundi nding ng hotels hotels lag far behind behind PEARL PEARL CONTIN CONTINENT ENTAL AL HOTEL Lahore in standards because it has always been the choice for budget meetings seminars symposium, conventions weddings training courses corporate meetings and conferences. Over the years PEARL CONTINENTAL HOTEL Lahore has gained the reputation of providing variety of foods in different restaurants and managing outside caterings. The Pearl Continental Lahore is a 5 Star Deluxe hotel centrally located in the heart of Lahore. The Hotel is 5 minutes drive drive away from the central central city and 25 minutes away from Allama Iqbal International Airport. Main attraction for visitors to Lahore are Lahore Fort, Magalia Badshahi Mosque, Magalia Shalimar Gardens, Polo Club, Gymkhana Golf Course, Alhamra Arts Council, Lahore Museum, Quaid-e-Azam Library and Race Course Park which are within 10 km radius of the Hotel. The point of interest for the guest also includes Wahgah Border. The Hotel has 487 exclusively appointed bedrooms, which includes 193 Standard rooms, 238 Atrium Deluxe rooms and 49 Luxurious Suites providing various levels of guest comfort. There are only 2 Presidential Suites in the hotel.
Thes Thesee
foll ollowin owing g
servi ervice cess
and and
facil aciliities ties are are
avai availa labl blee
to gues guests ts at PEARL EARL
CONTINENTAL HOTEL: Laun Laundr dry/ y/Dr Dry y Clea Cleani ning ng
Jewe Jewell ller ery y & Ge Gem m Sh Shop opss
Car Car Rent Rental al
Parking
Baby Sitting
Travel Desk
Airline Offices
In-House Doctor
Florist
Bookstore
Business Centre
Pharmacy
24 Hour Room Service
Authorized Money Changers
4
The HR departm department ent is headed headed by Col. Col. Sohail Sohail Bashiri Bashiri in PEARL PEARL CONTINEN CONTINENT TAL HOTEL Lahore. Their human resource department is located in the basement near the employee cafeteria and along with the other HR offices. 5. VISION
“We’ll “We’ll open the doors; you’ll see what’s what’s in store.” We feel pride in making efforts to position Pakistan in the forefront of the International arena.
6. MISSION
“Our mission is to be b e the hotel recognized as the leader lead er in the industry in any aspect. We are committed to train and develop all o ur staff members allowing them to grow in their careers and provide services and standards which exceed guest expectations.” The mission statement clearly shows that it aims at becoming world-class leader in the service industry. It also shows that the management at PEARL CONTINENTAL HOTEL believes in an exceptional workforce to provide world-class service to their customers. They want to ensure that not only they satisfy their customers but also delight them.
7. OBJECTIVES OBJECTIVES OF OF THE HUMAN HUMAN RESOURCE RESOURCE DEP DEPARTMENT ARTMENT •
Job analysis
•
Selection
•
Recruitment
•
Orientation
•
Training
5
•
Review benefits
8. STRUCTURE STRUCTURE OF HUMAN RESOUR RESOURCE CE DEPAR DEPARTMENT TMENT AT PC
DIRECTOR HUMAN RESOURCE
MANAGER HUMAN RESOURCE
HUMAN RESOURCE EXECUTIVE
ADMINISTRATION OFFICER
ADMINISTRATION SUPER-VISOR
OFFICE ASSISTANT ASSISTANT
6
ROLE OF HR DEPARTMENT AT PC
“Organization needs people and people need organizations.”
Since PC Hotels are a part of the service industry, the HR element of the organization is fundamental and carries a great value. We interviewed Aqeel Ahmed who is the HR Executive at PC Lahore regarding the role of HR department in PC. He provided us with his valuable time to brief some important aspects of PC’s PC’s HR practices.
Human resource plays a vital role in the smooth running of an organization. The total numbers of employees working for PEARL CONTINENTAL HOTEL Lahore is more than than 1500. 1500. A lar large numbe numberr of thes thesee emplo employe yees es are are work workin ing g in Food Food & Beve Bevera rage ge Department and House Keeping Department.
Although PEARL CONTINENTAL HOTEL segregates its employees and their duties in departments, the individual employees work together as a team to provide the guests with exclusive services. They view their guests as their first priority and provide them with an everlasting experience. They struggle hard to maintain the nation’s most exciting hotel experience. Collectively they provide the guests with such services that the client rediscovers the simple pleasures of life.
9. FUNCTIO FUNCTIONS NS OF HR DEP DEPARTME ARTMENT NT AT PC
7
Like all other HR Departments PC’s HR Department is responsible for managing all the activities related to Human resource.
PC has the following Human Resource Management functions •
Personnel planning
•
Recruitment
•
Selection
•
Interview
•
Orientation
•
Training
•
Performance appraisal
•
Benefits & Compensations
•
Health & safety
PEARL-CONTINENTAL HOTEL’S HR ROLE IN EXECUTING STRATEGY
Pearl-continental hotel’s functional strategies support its competitive strategies. To play a role in executing executing strategies strategies PC must require highly committed committed employees employees which are the part of the PC culture. This means PC, begins its HR processes to create a committed, competent, and customer-oriented workforce. Hotel’ Hotel’ss HR depart departmen mentt suppor supports ts strate strategy gy implem implement entati ation on in many ways. ways. When When HR played a strategic role it becomes a good culture of PC.
HR’S ROLE AS A STRATEGIC PARTNER:
PEARL CONTINENTAL HOTEL can also play a vital role in making strategies with other departments as well. They make their own forecasting plans. Our view is that pear-
8
continental hotel’s HR is strictly operational and that HR activities are not strategic but it can help organization in making strategies.
HR can also adapt the strategies made by the organization for them. Mostly the top managements craft the strategies of the organization. The strategies made for the HR dept. dept. are then then progra programme mmed d to execute execute that that strateg strategy y. For PearlPearl-Cont Contine inenta ntall Hotel’ Hotel’ss strategies there is a matching human resource strategy. strategy. Here, HR’s role is not just to adapt its activities neither to the PC’s business strategy, strategy, nor, certainly, certainly, just to carry out operational d day-to-day ay-to-day tasks like paying employees.
10. RECRUI RECRUITME TMENT NT
RECRUITMENT AT PC
Employment planning & forecasting
Recruiting: Build a pool of candidates
Candidate becomes employee
Applicants complete application form
Use selection tools; tests to screen-out applicants
Director or department head interview final candidates to make final choices
9
RECRUITMENT PROCEDURE •
The organization recruiting procedure is based on the nature of Job. What kind of the job is it? Is it job for labor or some managerial level? It depends upon the kind of work work job contain contains, s, for perman permanent ent employ employees ees is differ different ent,, contrac contractua tuall is different.
•
Then Then accordi according ng to the requir requireme ement, nt, job specif specificat ication ion and job descri descripti ption on is prepared by the HR manager. The immediate supervisor has to actually tell about the place to be full-filled. HR manager then has to consult with GM of the particular unit. After the proposal has been discussed the approval is given.
•
PC does not rehire employees which have gone. They prefer fresh graduate’s employees.
•
Job posting is maximum of 9 months and minimum of 3 months. During this period if the hired employee is found to be unsuitable the next most suitable candidate is called from the waiting list to replace him.
•
They hire permanent, monthly basis, and also daily basis e mployees.
•
For labor work PC uses contractors to provide them with the specified no. of employees as required. These employees are hired by contractors on daily wages.
•
The organization does not go for child labor as it is unethical and against the policies of major business firms.
•
They provide 100 % Diversity (Equal opportunity to both genders).
•
Applications from candidates are kept in separate files according to the job titles and whenever there is a vacancy available.
Recruitment and selection is the process of:
10
‘Creating a pool of well qualified and talented candidates and choosing the best candidate from that pool.’
The recruitment and selection process in an organization has to be aligned with the corporate mission and objectives.
RECRUITMENT PRACTICES AT PEARL CONTINENTAL HOTEL
PEARL CONTINENTAL HOTEL has standard a list of jobs that are filled in accordance with international standards. However these lists are not permanent and new jobs are added to it keeping in view the changing needs of the workforce. A new vacancy in PEARL CONTINENTAL HOTEL may arise because of the need to replace the retiring staff, dismissed staff, promoted staff or replacing an employee on job rotation. In case a department needs to fill in a vacancy, head of that particular department sends a requisite form to the Personnel Manager. The form contains specifics, e.g. whether the position is for a new employee or a replacement, qualifications required for the job and its respective justificat justifications. ions. This requisition requisition form is sent to Personnel Personnel Manager and General Manager respectively for their approval.
11. SOURCES OF RECRUITMENT AT PC:
1) INSIDE CANDIDATES CANDIDATES
As soon as a position is vacant a memo is issued throughout the organization. The emplo employe yees es inte intere rest sted ed in the the vacan vacantt posi positi tion on drop drop thei theirr appli applicat catio ion n form formss at HR department. The other source for internal candidates is referrals. 2) OUTSIDE CANDIDATES CANDIDATES
Ther Theree are are no mean meanss used used for for attr attrac acti ting ng the the outs outsid idee cand candid idat ates es.. PC make makess no advertisements. The word of the mouth from the existing candidates does the job of getting out side candidates. Internees are one of the sources of the outside candidates.
11
INTERNEES a SOURCE OF OUTSIDE CANDIDATES
Basi asic
requirement ents
for
internees ees
are
the
hot hotel
managemen ementt
degrees ees
and
diplomas/certificates in hotel management. The referred candidates are given priority. Minimum duration of internship is one month whereby internees are not paid. Free food and laundry services are however provided.
12. JOB ANALYSIS ANALYSIS
At PC job description is prepared for only managerial level post. The job description is written by the HR department, the employees who are performing/ has performed the specif specific ic job make make their their contrib contributi utions ons by listin listing g down their their activi activitie tiess in provid provided ed diaries/logs & then presenting them to the HR department which consequently writes down the specifications for the personnel required
. a) JOB JOB DES DESCR CRIP IPTI TION ON
Job descri descripti ptions ons are lists lists of the genera generall tasks, tasks, or functi functions ons,, and respons responsibi ibilit lities ies of a position. Typically, they also include to whom the position reports, specifications such as the qualifications needed by the person in the job, salary range for the position, etc. Job descr descrip ipti tions ons are are usua usuall lly y devel develope oped d by cond conduct uctin ing g a job job analy analysi sis, s, whic which h incl include udess examining the tasks and sequences of tasks necessary to perform the job. Job descriptions are used especially for advertising to fill an open position, determining compensation and as a basis for performance reviews. In PEARL CONTINENTAL CONTINENTAL HOTEL, the job description contains: c ontains: •
Skills and Efforts
•
Tasks
12
•
Responsibility
•
Outlines of the Duty
•
Whom to Report the Task Task
Everything is mentioned in it for the employees in a very detailed manner.
b) JOB JOB SPEC SPECIF IFIC ICA ATION TION
Once you are aware of the type of person you are looking to fit your job vacancy, you can now design a "Job Specification" profile. In PEARL CONTINENTAL CONTINENTAL HOTEL, the job specification includes: •
Qualification of employee
•
Experience of employee
•
Training or development needed for the particular job
•
Personal attributes required for the job
•
Interpersonal skills and communication skills.
13. JOB EVALUA EVALUATION TION
Job Evaluation is the methods and practices of ordering jobs or positions with respect to their value or worth to the organization. Accordi According ng to PEARL PEARL CONTIN CONTINENT ENTAL AL HOTEL HOTEL follow following ing factor factorss are consid considere ered d important while making job evaluation which is:
•
Complexity of the Job.
13
•
How much Stress one can Bear.
•
Available Budget for Compensation.
•
Experience Required for the Job.
•
Company Need for the Employee for that Job.
•
Abilities required performing a Job.
Method used for Job Evaluation
According to PEARL CONTINENTAL HOTEL, the method used for Job Evaluation is as follows: •
Classification Method
•
Ranking Method
•
Point Method
PEARL PEARL CONTIN CONTINENT ENTAL AL HOTEL HOTEL use Classi Classific ficati ation on Method Method when when an employe employeee is performing well and has a chance to get promoted with the same position but at higher level. On the other hand PEARL CONTINENTAL HOTEL believes that there hierarchy is flat in nature. Due to which they consider that the pays varies according to the position of the hierarchy. The top management will get more salary as compared to employees of middle manag manageme ement nt.. Accor Accordi ding ng to this this policy policy PEAR PEARL L CONT CONTIN INEN ENT TAL HOTE HOTEL L is also also following ranking method. 14. SEL SELECT ECTION ION
Selection varies according to the job post. At PC for some jobs (i.e. chefs) they use work sample testing technique, whereas the basic criteria for testing and selection listed are: •
Appearance & Grooming
•
Professional Qualifications
14
•
Experience & Knowledge of Job applied for
•
Communication Skills in English
•
Balance Poise & Maturity
•
Potential for Growth
•
Reasoning & Judgment
•
Computer Skills SELECTION PROCEDURE AT PC
•
Firstly they trickle downs the CV’s. Then call only those for the interview which have been selected.
•
Select Selection ion is based based on the eligib eligibili ility ty of qualifi qualificat cation ion and experie experience. nce. If the candidate candidate has the qualification qualification and experience experience according to the job specificatio specification n then he is called for the interview. interview.
•
Mini Minimu mum m quali qualifi ficat catio ion n is matr matric icul ulat atio ion n for for the the lowe lowerr level level staf staff. f. And And the the minimum Qualification is bachelors for the upper level staff.
•
They avoid negligent hiring because they are running five star hotels.
15. INTER INTERVIE VIEW W •
Step by step procedure is followed in the interviews. The candidate is first inter intervi view ewed ed by the the manag manager er of PC and the the Dire Direct ctor or HR. HR. This This inte interv rvie iew w is unstructured, the HR manager asks frequent question to screen out the eligibility and potential of the candidate. After conducting interviews from all the candidates he prepares a list of the capable candidates.
•
The second step, in this step the selected candidates are called again for the stru struct ctur ured ed inte interv rvie iew w whic which h is to be cond conduc ucte ted d by head head of the the part partic icul ular ar department.
15
•
In such interviews general knowledge questions which are related to the job are asked from the candidates. And also the behavioral based question that what would be the behavior and how a candidate would be performing in a given certain situation. This helps them to judge the personality, temperament, attitude, and the minimum stress could be handled by the candidate.
•
The example of the whole procedure can be such as, like an assistant marketing manager is required so he would be first interviewed by director human resource manager then would be going through a panel interview in which certain job related question will be asked such as, describe 4 P’s of marketing or consumer market and consumer buyer behavior etc. In their opinion behavioral interviewing is a good screening process to screen out the best of the best people.
For top level they the y also have Panel interview. interview.
16. ORIENT ORIENTATION •
New employees employees of 2 days orientation orientation program. program. The employee is given a brief introduction of the hotel, about every department, working environment in which he has to work, and of the work related colleagues.
•
The employees are also provided with the job description of their work at the time of orientation, which guides them for there services they have to provide, and also introduced to the rules and regulation of the company which includes.
•
There is a difference in the dress code of each employee from top to bottom. b ottom.
•
Employee should respect the privacy of another employee.
17. TRAINING TRAINING & DEVELOPEM DEVELOPEMENT ENT
Steps used for the training and development of employees at PEARL CONTINENTAL HOTEL are as follows;
16
•
They provide training their employees on the job and also off the job.
•
In Pakistan very few organizations are able to provide trained workforce for the hotel industry in accordance with international standards. The human resource department of PEARL CONTINENTAL HOTEL has to recruit and select the untrained candidates and train them according to their own needs.
•
PC hotel also use different Training centers at locations like they send their employees out of country for training.
•
Safety training is also provided to the employee. TRAINING APPRAISAL
After training, the trainee performance is appraised by the immediate supervisor. The imme immedi diat atee
supe superv rvis isor or
in
PEAR PEARL L
CONT CONTIN INEN ENT TAL
HOTE HOTEL L
eval evalua uate tess
trai traine neee
performance on trainee’s assignment, tests and on the job work. This appraisal is very important and it helps a lot in judging trainee’s behavior. This appraisal also helps to evaluate employees for promotion. This appraisal shows trainees: •
Ability/Desire to learn new things.
•
Knowledge.
•
Leadership qualities.
•
Quality Consciousness.
•
Discipline.
•
Attitude.
•
Flexibility.
•
Personality.
•
Strengths.
•
Weakness.
17
The immediate supervisor gives his remarks (assessment) according to trainees work and also attaches his tests and assignments during training with that form. These appraisal forms are sent to HRD for re evaluation and they keep these forms as a record of employee’s performance.
18. PERFORMANCE APPRAISAL PROCESS AND METHODS •
Appraisal is essential for enhancing the productivity of employees and to bring quality improvements in the overall performance of the organization.
•
At PC appraisal is done by the head of the specific department whose employee is being appraised. The appraisal method used at PC is “Graphical Rating Scale”.
•
Employees’ promotion (or demotion) is finally approved by the HR Manager. Appraisals are conducted every three months a year.
•
The most important factors that are considered while appraising an employee are: o
Appearance
o
Conduct
o
Professional Work
o
Leadership & Teamwork
o
Planning & Organization
o
Initiative & Creativity
o
Communication
o
Training Skills
o
Business Attitude & Operational Performance
18
o
Achievements of Objectives
Besid Besides es this this they they also also consi conside derr thei theirr cust custome omers rs feed feedbac back k rega regard rdin ing g emplo employe yeee performance in order to bring quality qu ality improvements. •
An immediate supervisor plays an important role in performance appraisal. The actual appraising is done by the immediate supervisor of each employee. After rating rating an employee employee the supervisor supervisor consults consults with the HR manger and then both of them decide how much to compensate each employee and who is to be promoted?
•
When When an empl employ oyee ee is prom promot oted ed,, he/sh he/shee is requi require red d to meet meet the the new post post requirements. For example qualification, the employee is ought to assure that he/she is the student of the required program.
19. BENEFITS BENEFITS & COMPENSATIONS COMPENSATIONS
PC provides some kind of benefits and services to its employees in order to facilitate them.
BENEFITS WORK SCHEDULE
Work schedule differs for different posts as managers are required to be present at office timings. For operations employees the facility of flexible work schedule is available that is in three shifts. One day is off during the week. Occasional need of putting in some extra work hours is informed and employees are paid accordingly. If an employee works all 7 days a week the department head is supposed to give him 2 days off in the next work week in order to compensate.
19
BREAKS AND MEAL PERIODS
PC supply free meals & tea to employees e mployees during working hours. •
1 meal and 2 tea breaks in one shift
•
30 min for lunch/ dinner
•
15 min for each tea/ breakfast
Employees are given special discount packages on food
LEAVES
The leave structure of PC is as follows: •
Casual (Maximum 3)
•
Sick (Medical certificate for three or more)
•
Earned (Minimum 7)
All above mentioned leaves are paid. In case an employee doesn’t avail any leave for a year, he/she is awarded a cash amount.
MEDICAL FACILITIES
PC provides free medical facility to all its employees and their children.
LIFE INSURANCE
PC provides life insurance facility to its employees. Minor charges are deducted from employee’s pay.
INCREMENTS
20
PC offers yearly pay rise to its employees regardless of their performance. The rate of increments is same for all employees.
OTHER BENEFITS •
Free uniform is provided to all employees.
•
Free laundry services for employees’ uniforms.
•
Free transportation for female workers.
•
Hajj Lucky Draw Package
BENEFITS AT RETIREMENT / TERMINATION PROVIDENT FUND
Employees’ provident fund handed over to them at the time of retirement/resignation of the employee. However, in the case of termination it is cond itional.
MEDICAL MEDICA L ALLOWANCE ALLOWANCE
Employees not utilizing their medical facilities are awarded Rs.100/month. This amount keeps on accumulating in the employees’ medical allowance which is handed over to him/her at the time of retirement/resignation. Similarly this allowance is also conditional for the termination cases. Others are medical facility facility,, hospitaliza hospitalization tion insurance, insurance, life insurance, insurance, laundry laundry facility facility,, discount on rooms and restaurants etc.
COMPENSATIONS
Employees are provided with the counseling services during their training at the time of retirement by the HR manger. manger. These services include:
21
FAMILY COUNSELING
Family Counseling is a counseling program for employees wherein they are suggested how to cope with their personal & family problems. So that the management is assured of the fact that employees are not under any stress and are able to put in their best effort to perform their jobs effectively and efficiently. efficiently.
PRE-RETIREMENT COUNSELING
In pre-retirement counseling program employees who are willing to work after retirement are given constructive guidance concerning their second careers.
20. HEALTH HEALTH & SAFETY SAFETY •
Health and safety laws
•
Security Measures
•
Social security fund
•
In-house doctor and Dispensary
•
Contract with Services Hospital
•
Provide instructions regarding the recent issue of bird flu.
•
Hygiene of employees
•
Fire preventions
•
Energy conservation
21. WEAKNE WEAKNESSES SSES::
PC as a develop developing ing & growin growing g organi organizat zation ion makes makes advancem advancement entss accordi according ng to the requirements of the environment. Focusing on the HR department, although PC has mainta maintaine ined d strong strong cultur culturee through throughout out the organi organizat zation ion yet we’ve we’ve observ observed ed that that PC
22
nevertheless needs some improvements which will aid it in availing the opportunities and be more competitive.
Few of the weaknesses of PEARL CONTINENTAL CONTINENTAL HOTEL are as under; •
Immediate promotion depends on situation to situation. For instance recently H R director of PC is required and no one is there to promote from junior rank so they have to out sourced the vacancy.
•
PC’s PC’s HR departm department ent not has their their specif specified ied questio questions ns while while conduct conducting ing the interview. The main top managers of the HR and the concerning department take the unstruct unstructured ured intervie interview w in which which no questio question n is asked on a specif specific ic prepredete determ rmin ined ed ques questi tion onnai naire re form format at.. They They ask ask on-t on-tim imee ques questi tion onss from from the the interviewer.
CHALLENGES FOR THE HUMAN RESOURCE DEPARTMENT DEPARTMENT
In order to manage people effectively in today’s world of cut throat competition, it is vital to understand and appreciate the significant competitive, legal and social issues. The human human resour resource ce departm department ent of PEARL PEARL CONTIN CONTINENT ENTAL AL HOTEL HOTEL has to cope with with internal as well as external challenges to ensure the achievement of its mission. Some of the the inte intern rnal al and and exte extern rnal al chall challeng enges es faced faced by the the huma human n reso resour urce ce depar departm tmen entt are are presented below:
•Relationship between the Workforce and Management
•
Managing a Dynamic Environment
•
Conflict Management
•
Managing Workforce Diversity
23
•
Lack of Trained Workforce
•
Global Competitive Environment
•
Economic Challenge
•
Loyalty of Employees
22. OUR RECOMMENDA RECOMMENDATIONS TIONS THINGS WHICH W HICH AN EMPLOYEE SHOULD AVOID: •
Smoke, eat, drink, chew gum, whistle, hum or sing in the lobby or any public areas.
•
Stand in groups and casual conversation with co-workers.
•
Shout or talk in the public areas.
•
Allowing of personal friends to visit employees at the hotel.
•
Spit in any area.
•
Say anything negative about the hotel.
•
Entering in other departments, public areas, or g uest floors.
OTHER RECOMMENDATIONS: RECOMMENDATIONS: •
PC should send its managers/employees to abroad for training purpose for it will ultimately improve the organization’s organization’s overall performance.
•
Internees should be paid for their services.
•
More flexible benefits plans should be introduced for employee so they can choose which suit them the best.
•
As PC doesn’t have any special program to bring the outside talent in, so they need to take this area under consideration.
•
More incentive programs should be introduced to maintain employee motivation.
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23. CONCLU CONCLUSIO SION N
After a thorough study of Human Resource Department at Pearl Continental, Lahore we can conclude that PC is a huge name in the hotel industry and its Human Resource Department is working dynamically to pursue its organizational goals. This project has given us the realistic view of how Human Resource practices are followed in any organization.
The questionnaire is attached at the end of the report.
Attached Questionnaire of our PROJECT Q No. No. 1: 1:
What What are are the the key key values values of PC PC Hote Hotel’ l’ss cultu culture re??
Ans Ans:
Inte Integr grit ity y, Loyalty alty,, Person rsonal aliity, Saf Safety & Se Securi curitty etc. tc.
Q No. No. 2
Desc Descri ribe bess the the hier hierar arch chy y of of Huma Human n Rec Recou ours rsee dep depar artm tmen entt?
Ans:
DHR – MHR – HR- Exec – Ad Admin Officer – Ad Admin – Supervisor – Office Assistant. Assistant.
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Q No. No. 3
Whic Which h met metho hods ds PC use use to to ana analy lyze ze and and eva evalu luat atee the the job? job?
Ans:
We ha have a rev revised sed JD JDs an and Jo Job Sp Specific fication Sy System to ev evaluate the job.
Q No. No. 5
Do you you pla plan n any any poo pooll of of appl applic icat atio ion n to fill fill-u -up p vac vacan antt post post??
Ans:
No
Q No. No. 6
What What type type of test test you you con condu duct ct at the the tim timee of of recr recrui uitm tmen ent? t?
Ans:
Just a Personality Test, English, Presentation.
Q No. No. 7
What What meth method odss you you adop adoptt for for scre screen enin ing g can candi dida date tes? s?
Ans:
We have two days walk in interviews in a week
Q No. 8
Do you have any mana anageme ement asse ssessment centre at PEARL CONTINENTAL HOTEL?
Ans:
No
Q No. No. 9
How How you you trai train n and and dev develop elop your our em emplo ployees yees??
Ans:
We have a proper Training and developme pment Departm rtment.
Q No. No. 10
Desc Descri ribe bess you yourr per perfo forma rmanc ncee app appra rais isal al meth method od??
Ans:
Not a particular one.
Q No. No. 11
What What syst system em of caree careerr devel develop opme ment nt of empl employ oyee eess you usua usuall lly y adopt?
Ans:
No
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Q No. 12
Have you any health and safety plan for employees at workplace?
Ans:
We ha have Pr Proper He Health an and Sa Safety Co Commi mmittee, Pr Proper Tr Training Session Regarding Health and Safety.
Q No. 13
Have you any comp ompensational plans for new and current employees you offer?
Ans:
We have Bonuses, Hajj Lucky Draw etc.
Q No: No: 14
Do you you offer offer any any afte afterr job job bene benefi fits ts to to your your emp emplo loye yees es??
Ans:
Yes we have, Medical Medical Facility Facility,, Hospitali Hospitalizatio zation n Insurance, Insurance, Life Insurance, Insurance, Discount on Rooms and Restaurants etc.
Q No. No. 15
Throug Through h whic which h techn techniqu iques es you handle handle the stress stress among among employ employees ees??
Ans:
We ha have a cou counseling sy system an and ha have pr proper tr training se session regarding stress management.
Q No. No. 16
What What nego negotia tiatio tion n tech techniq niques ues you use to handle handle the confli conflict? ct?
Ans:
We ha have a pr proper co counseling se session; al also we we ha have an an in inquiry committee from different departments
Q No. 17
What What is your your soci social al resp respon onsi sibi bili liti ties es bein being g HR exec execut utiv ivee at PEARL CONTINENTAL HOTEL?
Ans:
My So Social Re Responsibilities ar are to to lo look aft afteer emp emplloyee re relation, arranging their social activities like birthday Parties, Ladies Get together etc. 27
Q No. No. 18
what what type type of dec decisi ision onss you you usual usually ly tak take, e, unde underr the con condi diti tion on of uncertainty or risk?
Ans:
It depends upon the type of Risk
Q No. No. 19
Desc Descri ribe be the the too tools ls you you use use for for pla plann nnin ing? g?
Ans:
Like Business Plan, Goal Setting Plan etc.
Q no. no. 20
For For whic which h type type of acti activi viti ties es you adopt adopt strat strateg egic ic,, oper operat atio iona nal, l, specific, standing or single use plan?
Ans:
For Development, Growth, etc.
Q No. 21:
Do you you allow allow the the employe employees es to part partici icipat patee in devel developi oping ng plans plans in your department?
Ans:
yes, we are.
Q No. No. 22
How How you handl handlee candid candidat ates es inter intervi view ewed ed indiv individ idua uall lly y, in grou group p or through panel?
Ans:
Depends up upon the nature of th the job. Fo For to top level we ha have Pa Panel interview also
Q No. No. 23
What What is your your empl employ oyee ee turn turnov over er??
Ans:
It varies all the time.
Q No. 24
What
type
of
communication
between
managers
and
employees? Ans:
Two way communication 28
Q No. No. 25
How How you you moti motiva vate te you yourr empl employ oyees ees for for good good per perfo forma rmanc nce? e?
Ans:
We have Employee, Supervisor of the month, Departmental Champion, Honesty Awards etc.
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