TABLE OF CONTENTS

CONTENTS

PAGE NO

Acknowledgement
History
Introduction
Vision & Mission
Introduction Of Human Resource Department
Objectives
Structure Of HR Department
Functions Of HR Department
Recruitment
Recruitment Procedure
Job Analysis
Selection
Orientation
Training And Development
Performance Appraisal Methods And Process
Work Schedule
Benefits And Compensation
Medical Facilities
Benefits At Retirement/ Termination
Compensation
Arbitration
Firing
Social Responsibilities
Swot Analysis
Challenges For HR Department
Recommendations
Conclusion

PEARL CONTINENTAL HOTEL

Acknowledgements:

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 their achievements and
have stood for them whenever 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.

History:
Pakistan Services Limited (PSL) was incorporated in 1958 as a Public Limited
company and is quoted on Karachi Stock Exchange since 1964. The primary business of PSL
is hospitality. It initially operated under the management of Inter-Continental Hotel.
However, when hashoo group acquired psl in 1985, it changed the name of the
hotels to pearl continental hotel and became the largest and oldest five star hotel chain of
Pakistan. In October 1985, all the inter-continental hotels in Karachi, Rawalpindi, and
Peshawar Lahore became the pearl continental hotels. Another pearl was added to the chain
in 1992 at bourbon. Pearl continental hotels are the first Pakistani chain which has achieved
excellent international standards of services, quality and product.

Introduction:
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. Most of the
surrounding hotels lag far behind pearl continental hotel Lahore in standards because it has
always been the choice for budget meetings seminars symposium, conventions wedding
training courses corporate meetings and conferences.
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.

These following services and facilities are available to guests at PEARLCONTINENTAL

HOTEL:
Laundry/Dry Cleaning

Jewelry & Gem Shops

Car Rental

Parking

Baby Sitting

Travel Desk

Airline Offices

In House Doctor

In House Doctor

Florist

Bookstore

Business Centre

Pharmacy

24 Hour Room Service

Authorized Money Changers

VISION
Well open the doors; youll see whats in store.
We feel pride in making efforts to position Pakistan in the forefront of the International arena.

MISSION
Our mission is to be the hotel recognized as the leader in the industry in any aspect. We are
committed to train and develop all our staff members allowing them to grow in their careers
and provide services and standards which exceed guest expectations.
The mission statement clearly shows that it aims at becoming world-class leader in
the service industry. It also shows that the management at PEARL CONTINENTAL
HOTEL believes in an exceptional workforce to provide world-class service to their
customers. They want to ensure that not only they satisfy their customers but also delight
them.

INTRODUCTION OF HR. DEPARTMENT:

The HR department is headed by Col. Sohail Bashir in PEARL CONTINENTAL
HOTEL Lahore. Their human resource department is located in the basement near the
employee cafeteria and along with the other HR offices.
Pearl continental Lahore
Organization
Owner
Director

Pakistan service limited

Mr. Sadrudin Hashwani
Lt. Col. (RETD.) Sohail Bashir

H.R.M manager

Miss Aliya

H.R executive

Mr Aqeel Ahmed

Employee strength

1500

Vision of HR department
We are committed to dynamic growth and service excellence built upon our heritage of
traditional hospitality. We strive to consistently meet and surpass guests employees and other

stake holders expectations. We feel pride in making efforts to position Pakistan in the
forefront of international arena.

Objectives of the Human Resource Department

Job analysis
Selection
Recruitment
Orientation
Training
Review benefits

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 PCs 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 1500. A large number of these employees are working in Food & Beverage 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 nations most exciting hotel
experience. Collectively they provide the guests with such services that the client rediscovers the simple pleasures of life.

STRUCTURE OF HR DEPARTMENT
Director Human
Resource

Human Resource
Manager

Human
Resource
Assistant

Human
Resource Officer

Human Resource
Coordinator

Number of Employees:

Currently more than 1500 employees are working under the supervision of HR
Department

Functions of Hr. Department at Pc

Like all other HR Departments PCs HR Department is responsible for managing all
the activities related to Human resource. PC has the following Human Resource Management
functions

Recruitment
Selection
Interview
Orientation
Training
Performance appraisal
Benefits & Compensations
Health & safety

RECRUITMENT
Recruitment of Employees is one of the basic functions of HR Department

Recruitment Process at PC:

Job analysis
specified from
consulting dept.

Recruiting:
Build a pool of
Candidate

Applicants
Complete
application form

Use selection
Tools according
to post

Director or
department Head
make
Interviews
Candidate
becomes
Employee

How to Fill Vacancy at PC:

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 department
needs to fill in a vacancy, head of that particular department sends a requisite form to the
Personnel Manager. The form contains specifics, e.g. whether the position is for a new
employee or a replacement, qualifications required for the job and its respective justifications.
This requisition form is sent to Personnel Manager and General Manager respectively for
their approval.

Rules Regarding Recruitment:

PC does not rehire employees which have gone. They prefer fresh graduates
employees.
Job posting is maximum of 9 months and minimum of 3 months. During
this period if the hired employee is found to be unsuitable the next most
suitable candidate is called from the waiting list to replace him.
They hire permanent, monthly basis, and also daily basis employees.
For labor work PC uses contractors to provide them with the specified no.
of employees as required. These employees are hired by contractors on daily
wages.
The organization does not go for child labor as it is unethical and against
the policies of major business firms.
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.

Sources of Recruitment at Pc:

1) Inside Candidates
As soon as a position is vacant a memo is issued throughout the organization. The
employees interested in the vacant position drop their application forms at HR department.
The other source for internal candidates is referrals.

2) Outside Candidates
There are no means used for attracting the outside candidates. PC makes noadvertise
ments. 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.

JOB ANALYSIS

At PC job description is prepared for only managerial level post. The job description is
written by the HR department, the employees who are performing/ has performed the
specific job make their contributions by listing down their activities in provided diaries/logs
& then presenting them to the HR department which consequently writes down the
specifications for the personnel required.

1. Job Description
Job descriptions are lists of the general tasks, or functions, and responsibilities of a positio
n 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
descriptions are usually developed by conducting a job analysis, which includes 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 HOTEL, the job description contains:

Skills and Efforts

Tasks
Responsibility
Outlines of the Duty
Whom to Report the Task

Everything is mentioned in it for the employees in a very detailed manner.

2. Job Specification
Once you are aware of the type of person you are looking to fit your job vacancy, you
cannot design a "Job Specification" profile. In PEARL 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.
Appearance & Grooming
Professional Qualifications

Specimen of Job Analysis of Different Jobs

Particulars

Chefs

Waiters/guard

Officers

Salary
Qualification
Type of test
Experience
Relationships
Skill
Requirement

Minimum 10000

Minimum 30000

Diplomas

Matric

Minimum Graduate

Trials

Presentations

According To Job

Required

Not Required

Required

assistants

Customers

Creativity skills

Language and
communication skills

Supervisory
relationship
Leadership and
Motivational skills

INTERVIEW
Step by step procedure is followed in the interviews.
The candidate is first interviewed by the manager of PC and the director HR.
This interview is unstructured, the HR manager asks frequent question to screen out
the eligibility and potential of the candidate.
In next step the selected candidates are called again for the structured interviews
which are to be conducted by head of particular department.
In such interviews general knowledge questions which are related to the job are asked
from the candidates. And also the behavioral based question that what would be the
behavior and how a candidate would be performing in a given certain situation. This
helps them to judge the personality, temperament, attitude, and the minimum stress
could be handled by the candidate.
They conduct mostly One to One interviews for lower level staff and Panel
interviews for middle and high level post.

EXIT INTERVIEW
They also conduct exit interviews from the employees who are leaving. If the employee
is one of their key employees they offer them extra salary and incentives.

Reasons of leaving:
Better opportunities
Personal reasons
Higher studies in abroad

ORIENTATION

For new employees PC conduct orientation programs normally for one day for lower
level staff, 1 week for senior post and maximum it goes for 2 weeks. Following are the
contents of orientation program:

Brief introduction of hotel

Introduction of relative department
Working environment
Information about colleagues
There is a difference in the dress code of each employee from top to bottom.
Employee should respect the privacy of another employee

The employees are also provided with the job description of their work at the time of
orientation, which guides them for their services they have to provide, and also introduced to
the rules and regulation of the company which includes.

TRAINING & DEVELOPEMENT

Following steps have been taken for training and development of employees by PC
Lahore:
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.
Special language skill training For Japanese and Italian restaurants.
Safety training is also provided to the employee.
Employees are trained on monthly basis at all levels.

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 in Morning, Evening and Night Shifts and each shift consists of 8 hours.
One day is off during the week.
No EID holidays are given at lower level in order to balance the work load. In order to
compensate them alternative leaves are given.
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
2days off in the next work week in order to compensate them.

JOB ROTATION
To enhance the ability and skills of employees and to avoid fraud, corruption and unhealthy
unions in department PC uses Job Rotation techniques.

INTERNSHIP PROGRAM
The students which are enrolled at Hashoo Foundation are given internship at PC
hotel and the basic requirement for the internees is to have hotel management degrees and
diplomas/certificates in hotel management. Internees are given uniform and free food facility.
As such no compensation is given to internees. The referred candidates are given priority.
Minimum duration of internship is one month whereby internees are not paid

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. 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:

Appearance
Conduct
Professional Work
Leadership & Teamwork
Planning & Organization
Initiative & Creativity
Communication
Training Skills
Business Attitude & Operational Performance
Achievements of Objectives

Besides this they also consider their customers feedback regarding employee performance
in order to bring quality improvements. An immediate supervisor plays an important role in
performance appraisal. The actual appraising is done by the immediate supervisor of each
employee. After rating an employee the supervisor consults with the HR manger and then
both of them decide how much to compensate each employee and who is to be promoted?

BENEFITS ,COMPENSATIONS & AWARDS

PC provides some kind of benefits and services to its employees in order to facilitate
them.

ON JOB BENEFITS
Following benefits are given to the employees of pearl continental;

Breaks and Meal Periods

PC supply free meals & tea to employees 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 doesnt avail any leave for a
year, he/she is awarded a cash amount.

Health & Safety Benefits

Health and safety laws

Reimbursement of medical bills
Security Measures
Social security fund
In-house doctor and Dispensary
Contract with Services Hospital
Hygiene of employees
Fire preventions
Energy conservation

Life Insurance
PC provides life insurance facility to its employees. Minor charges are deducted from
employees pay.

Increments
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 on yearly basis

Free laundry services for employees uniforms
Free transportation for female workers
Hajj Lucky Draw Package
Special discount to the families of employees

BENEFITS AT RETIREMENT / TERMINATION

Following benefits are given:
PC provides pension to its retired employees.
Employees Old Age Benefit is also given to employees.
Employees provident fund handed over to them at the time of retirement/resignation
of the employee. However, in the case of termination it is conditional.
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.
Employees medical allowance is also conditional for the termination case

AWARDS
Appreciation letters are issued to competent employees. Following awards are given
periodically:
Supervisor of the month
Employee of the month
Honesty award

COUNSELING SERVICES
Employees are provided with the counseling services during their training and at the
time of retirement by the HR manger. These services include:

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.

Pre-Retirement Counseling
In pre-retirement counseling program employees who are willing to work after
retirement are given constructive guidance concerning their second careers.

ADVOCACY ROLE
Management itself resolves all the matters and conflicts. They follow rules and
regulations properly in order to avoid biasness. They also give warnings to the accused party
and safeguard the rights of plaintiff.

SOCIAL RESPONSIBILITIES
PC hotel has a number of social Responsibilities towards its Employees.

PC Hotel Conducts Birthdays of Its employees.

Hires disabled people
Provides maternity leaves
Charity to different trusts
Purchasing energy efficient equipment and machines
Hotel also celebrates different Days like
Earth day
Cleanliness day
Campaigns regarding Hygienic Awareness
Dengue awareness campaigns are also conducted by the Hotel

FIRING
If an employee behaves unethically and does not follow the rules and regulations of hotel
than following procedure is executed:
HR management follows labor laws
Discipline committee takes action
Warnings are issued to accused employee
If there is no impact of warning on employee then department conduct enquiry
committee
If enquiry committee thinks fit, termination letter is issued

EMPLOYEES REVIEW

SWOT ANALYSIS
Strengths:

 The HR Department of Pearl Continental Hotel is very well and highly qualified. The
higher Management tries to increase the personal and professional qualifications of
the HR Employees by holding different seminars and workshops.
The hotel welcomes very much an inexperienced person enters in HR department ,
because they are so sure of their HR department that will train him/her for his/her
future job
The HR department also arranges visit of its HR employees to the HR departments of
other Hotels like Marriot International Islamabad, Serena international Islamabad.

Weaknesses:
Few of the weaknesses of PEARL CONTINENTAL HOTEL are as under;
Immediate promotion depends on situation to situation. For instance recently
HR director of PC is required and no one is there to promote from junior rank so
they have to out sourced the vacancy.
Relationship between workforce and organization is the main challenge. HR
department in consultation with union management has to ensure a continuous
flow of good relationship between the management and employees.
In Pakistan very few Institutes are able to provide trained workforce for the Hotel
Industry on international Standards. The HR department of PS Hotel has to recruit
and select the raw material and convert it in to efficient workforce.
Impacts and effects of the economic changes due to Govt. policies pose another
major challenge to HR department of PC Hotel. Economic changes
PCs HR department not has their specified questions while conducting the
interview. The main top managers of the HR and the concerning department take
the unstructured interview (one to one) in which no questions is asked on a
specific pre-determined questionnaire format. They ask on time questions.

Opportunities:
Following are some of the opportunities which are available to HR department in
near future
As PC Hotel is an international hotel chain all over the World and maintaining its HR
Department in every setup, so the employees here have a chance to work in a broader
perspective and gain greater experience and knowledge about latest HR practices.
As HR Department has started seminars and workshops on latest HR practices so this
will provide training and development to the employees.
By providing outstanding facilities it can attract more and more foreigners.

Threats:
Threats faced by HR department are
Performance of the HR Department is erratic at times.

 Erratic performance of the HR department results in low productivity.

Law and order situation can also be a threat, such as terrorism and strikes etc.

CHALLENGES FOR THE HUMAN RESOURCE

DEPARTMENT
In order to manage people effectively in todays world of cut throat competition, it is
vital to understand and appreciate the significant competitive, legal and social issues.
Thehuman resource department of Pearl Continental Hotel has to cope with internal as well
as external challenges to ensure the achievement of its mission. Some
of the internal and external challenges faced by the human resource department are presented
below:

Relationship between the Workforce and Management

Managing a Dynamic Environment

Conflict Management
Managing Workforce Diversity
Lack of Trained Workforce
Global Competitive Environment
Economic Challenge
Loyalty of Employees

RECOMMENDATIONS
Things Which 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 guest floors.

Other Recommendations:
PC should send its managers/employees to abroad for training purpose for it will
ultimately improve the organizations 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 doesnt 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.

CONCLUSION
After a thorough study of Human Resource Department at Pearl Continental, Lahore
we can conclude that PC is a huge name in the hotel industry and its Human Resource
Department is working dynamically to pursue its organizational goals. This project has given
us the realistic view of how Human Resource practices are followed in any organization