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HRM INTERNSHIP REPORT ON HOLIDAY INN,

MULTAN
History

Kemmons Wilson initially came up


with the idea after a family road trip
to Washington, D.C., during which he
was disappointed by the quality and
consistency provided by the roadside
motels of the time. The name Holiday
Inn was given to the original hotel by
his architect Eddie Bluestein as a joke, in reference to the Bing Crosby
movie. Mr. Wilson partnered with Wallace E. Johnson to build the first
four motels on the byroads entering Memphis, TN. Holiday Inn's
corporate headquarters was in a converted plumbing shed owned by
Mr. Johnson in 1953 when the company built its first four hotels, one
covering each approach to Memphis. On the occasion of Mr. Johnson's
death Wilson was quoted as saying, "The greatest man I ever knew
died today. He was the greatest partner a man could ever have,"
Together they started what Mr. Wilson would shepherd into Holiday
Corp., one of the world's largest hotel groups.

In 1957, Wilson franchised the chain as Holiday Inn of America and it


grew dramatically, following Wilson's original tenet that the properties
should be standardized, clean, predictable, family-friendly and readily
accessible to road travellers. By 1958, there were 50 locations across
the country, 100 by 1959, 500 by 1964, and the 1000th Holiday Inn
opened in San Antonio, Texas, in 1968. The chain dominated the motel
market, leveraged its innovative Holidex reservation system, put
considerable financial pressure on traditional hotels and set the
standard for its competitors, like Ramada Inns, Quality Inn, Howard
Johnson's, and Best Western. By June 1972, when Wilson was featured
on the cover of Time magazine, there were over 1,400 Holiday Inn
hotels worldwide. Innovations like the company's Holidome indoor
pools turned many hotels into roadside resorts.

The company later branched into other enterprises, including Medi-


Center nursing homes, Continental Trailways, Delta Queen, and Show-
Biz, Inc., a television production company that specialized
in syndicated country musicshows. Wilson also later developed the

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Orange Lake Resort and Country Club near Orlando and a chain called
Wilson World Hotels. The family of founder Kemmons Wilson still
operates hotels as part of the Kemmons Wilson Companies of
Memphis. Wilson retired from Holiday Inn in 1979.

Although still a healthy company, changing business conditions and


demographics saw Holiday Inn lose its market dominance in the 1980s.
Holiday Inns, Inc. was renamed "Holiday Corporation" in 1985 to reflect
the growth of the company’s brands, including Harrah's
Entertainment, Embassy Suites Hotels, Crowne Plaza, Homewood
Suites by Hilton and Hampton Inn. In 1988, Holiday Corporation was
purchased by UK-based Bass PLC (the owners of the Bass beer brand),
followed by the remaining domestic Holiday Inn hotels in 1990, when
founder Wilson sold his interest, after which the hotel group was known
asHoliday Inn Worldwide. The remainder of Holiday Corporation
(including the Embassy Suites Hotels, Homewood Suites by
Hilton and Hampton Inn brands) was spun off to shareholders
as Promus Companies Incorporated. In 1991, Bass launched Holiday
Inn Express, a complementary brand in the limited service segment. In
1994, Bass launched Crowne Plaza, a move into the upscale hotel
market. In 1997, Bass created and launched a new hotel brand,
Staybridge Suites by Holiday Inn, entering the North American upscale
extended stay market. In March 1998, Bass acquired
theInterContinental brand, expanding into the luxury hotel market. In
2000, Bass sold its brewing assets (and the rights to the Bass name)
and changed its name to Six Continents PLC. InterContinental Hotels
Group (IHG) was created in 2003 after Six Continents split into two
daughter companies: Mitchells & Butlers PLC to handle restaurant
assets, and IHG to focus on soft drinks and hotels, including the
Holiday Inn brand.

The brand name Holiday Inn is now owned by IHG, which in turn
licenses the name to franchisees and third parties who operate hotels
under management agreements. In January 2002, The Wall Street
Journal reported that the company, led by Ravi Saligram, was
producing a new 130-room "Next Generation" prototype hotel to
rebuild the brand. It would include a bistro-like restaurant and an

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
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indoor pool. The first of these prototype hotels, the Holiday Inn
Gwinnett Center, was built in Duluth, Georgia, in 2003.

On 24 October 2007, IHG announced a worldwide relaunch of the


Holiday Inn brand. The relaunch is "focused on delivering consistently
best in class service and physical quality levels,
including a redesigned welcome experience [and]
signature bedding and bathroom products..." The
first relaunched Holiday Inn opened in the USA in
the spring of 2008. Currently there are more than
2,500 relaunched Holiday Inn brand hotels around
the world, and the Holiday Inn global brand
relaunch process is on track to be completed by
the end of 2010.
In September 2008, IHG announced the creation of a new timeshare
brand, Holiday Inn Club Vacations, a strategic alliance with The Family
of Orange Lake Resorts

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
MULTAN
The Great Sign (Holiday Inn)

The "Great Sign" is the traditional,


historic roadside sign used by Holiday Inn
during their original era of expansion in
the 1950s-1970s. It was the brainchild of
Kemmons Wilson, who introduced it to
the world when he opened his first motel
on August 1, 1952. The signs were
extremely large and eye-catching, but
were expensive to construct and operate.
The designers and manufacturers of the
sign were members of the Balton family,
whose ancestor D.F. Balton founded
Balton & Sons in Memphis, TN in 1875.
The story goes that the sign’s colors were
selected because they were favorites of
Kemmons Wilson’s mother. In 1982,
following Kemmons Wilson's departure, the Holiday Inn board of
directors made the decision to phase out the "Great Sign" in favor of a
cheaper and less catchy backlit sign that still maintained the classic
script logo. The decision was not without controversy as it essentially
signalled the end of the Kemmons Wilson era and removed a
ubiquitous and internationally recognizable company icon.

In 2003, in a program of hotel redesign, the company brought back a


revamped version of the Great Sign that showed up the company's
advertising under the slogan "Relax, its Holiday Inn." The makeover
came with a new prototype hotel that included photography of the sign
and a retro-style diner named after founder Kemmons Wilson.

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
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Business Relationship with Gulf

In 1963, Holiday Inns signed


a long-term deal with Gulf Oil
Corporation in which the
lodging chain would accept
Gulf credit cards to charge
food and lodging at all of its
hotels (in the United States
and Canada). In return, Gulf
would build service
stations on the premises of
many Holiday Inn properties,
particularly those along or
near major U.S. and
Interstate highways. Many
older Holiday Inns locations
(including some no longer
part of the chain) still have
the service station properties intact today, either still in operation or
closed down. With the exception of a few locations in the eastern U.S.,
hardly any of the still-open stations are now Gulf outlets. The portion of
the agreement which permitted Gulf credit cards to be used for
payment of food and lodging at Holiday Inns was copied by competing
lodging chains and major oil companies during the mid-to-late 1960s.
Most of those agreements fizzled out with the 1973 oil crisis. The
Gulf/Holiday Inn arrangement ended around 1982.

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
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HISTORICAL TRADEMARK CONFLICTS

For two decades a hotel called Holiday Inn located in Niagara Falls,
Ontario prevented the Holiday Inn Corporation from operating one of
its own hotels in that city since the name was already in use. The hotel
used a logo similar to the old Holiday Inn logo from the 1970s. The
Holiday Inn Corporation directory referred to the hotel as "not part of
this Holiday Inn system". The hotel also owned the holidayinn.com
domain which forced the much larger corporation to use holiday-
inn.com. In 2006, an agreement between IHG and the Niagara Falls,
Ontario hotel owners was reached that allowed both the Hotel and
Holidayinn.com to be incorporated into the IHG system.

During the 1960s and early 1970s, Holiday Inn hotels located in Myrtle
Beach, South Carolina were simply called "Holiday" because a local
motel already had the "Holiday Inn" name. The name was contested
by Holiday Inns, Inc. v Holiday Inn before the United States District
Court for the District of South Carolina (Florence division) in 1973. The
South Carolina Holiday Inn had franchised their name to Strand
Development Corporation, which filed a counterclaim against Holiday
Inns, Inc. The dispute resulted in a concurrent use registration for the
Myrtle Beach hotel, which still operates as "Holiday Inn", although it is
required to use a distinctly different font.

Holiday Corporation logo: 1985-1990

Previous Holiday Inn logo used from 1989-2009

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
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Current Holiday Inn Logo used from 2009-present

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
MULTAN
HOLIDAY INN CLUB VACATIONS

In the early 1980s Wilson


bought a large plot of land
bordering Walt Disney
World. On this land he built
the Orange Lake Resort
which currently features four
golf courses, two mini-golf
courses, more than 5 pools,
restaurants on site, tennis
courts, basketball courts, a
lake with beach, and River
Island, a water park on
property. Orange Lake
Orlando is broken up into
four villages, the original
West Village, the North
Village, East Village, and
River Island. Recently,
Orange Lake has bought out
other resorts and still plans
to acquire more. Because
there are now many resorts
in the company the Holiday Inn Vacation Club was launched in
September 2008. There are currently six Holiday Inn Club Vacations
resort properties: Holiday Inn Club Vacations at Orange Lake Resort,
Orlando, FL; Holiday Inn Club Vacations at Lake Geneva Resort, Lake
Geneva, WI; Holiday Inn Club Vacations at Ascutney Mountain Resort,
Brownsville, VT; Holiday Inn Club Vacations at Bay Point Resort,
Panama City, FL; Holiday Inn Club Vacation at South Beach Resort in
Myrtle Beach, SC; Holiday Inn Vacation Club at Smoky Mountain Resort,
Gatlinburg, TN.

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
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ABOUT HOLIDAY INN CLUB VACATIONS & THE HOLIDAY INN CLUB

H ISTORY OF HOLIDAY INN AND THE FAMILY OF O RANGE LAKE RESORTS

Kemmons Wilson built the first Holiday Inn hotel in 1952 in Memphis,
TN, redefining how families’ vacation together and quickly added
others to create the industry-leading hotel chain. Thirty years later,
Kemmons continued this quest by opening Orange Lake Resort, a first-
class, affordable, timeshare ownership resort.

HOLIDAY INN CLUB VACATIONS™


Holiday Inn Club Vacations provides quality vacation experiences in top
leisure destinations that provide more value for your money. If it is
important for you to spend quality time with your family, gain more
control over your vacation experiences, and get the most vacation
value for your money, timeshare ownership with Holiday Inn Club
Vacations™ is the perfect answer for you.

HOLIDAY INN CLUB™ - BENEFITS OF MEMBERSHIP


The Holiday Inn Club™ is an independently owned and operated
exchange program for participating owners of timeshare in Holiday Inn
Cub Vacations resorts. As a member, you can enjoy exclusive
privileges, flexibility and vacation choices that bring you:

 More Flexibility. Turn your timeshare ownership week into

several shorter stays at any Holiday Inn Club Vacations™

-branded property, or exchange through any of more than 4,000

RCI resorts in over 100 countries.

 More Options. Redeem your Holiday Inn Club™ program Points

for airline travel, car rentals, hotel accommodations and much

more.

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
MULTAN
 More Rewards. Receive points and benefits through Priority

Club® Rewards – the world’s largest hotel loyalty program.

 More Destinations. Exchange your Holiday Inn Club™ program

Points for Priority Club Rewards points which may then be used

to stay at over 4,000 hotels worldwide as part of the

InterContinental Hotels Group family of hotels.

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
MULTAN
INTRODUCTION TO HOLIDAY INN:

Holiday Inn is an international hotel and resort chain having


hotels and resorts in every known big city in the present world.
The head office of Asian subcontinent is located in Mumbai
(India). There chains include:

 Intercontinental Hotel & Resorts

 Crown Plaza Hotel & Resorts

 Express by Holiday Inn

 Stay Bridge Suites

 Holiday Inn Express

 Holiday Inn Hotels & Resorts

Holiday Inn- The most recognizable tier of service. There are two
distinct types: high-rise, full-service plaza hotels and low-rise, full-
service hotels. The former also included many high-rises with round,
central-core construction, instantly recognizable from the 1970s. Both
offer a restaurant, pools at most locations, room service, an exercise
room, and functional but comfortable rooms.

Holiday Inn Hotel & Suites - properties offering all the amenities
and services of a regular Holiday Inn but consists of rooms mixed with
suites.

Holiday Inn Resort - Offering all the amenities and services of a full-
service Holiday Inn, resorts are considered a more of an advertising
branding than a completely different brand. Most Holiday Inn Resorts
are located in high leisure tourism markets.

Holiday Inn Select – upper range full-service hotels which cater to


business travelers. In 2006, it was announced that Holiday Inn Select
hotels will be discontinued. Existing hotels may continue to operate

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
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under the Holiday Inn Select flag until their existing license expires,
however many are converting to Crowne Plaza or regular Holiday Inn
hotels, with no further marketing or advertising based around the
"Select" moniker.

Holiday Inn Sunspree Resorts – properties in resort areas with full-


service amenities and deluxe service. These are typically very large
properties.

Holiday Inn Garden Court – which exist only in Europe and South
Africa and are designed to reflect the national culture?

Holiday Inn Express – Smaller versions of Holiday Inn hotels with less
amenities and services.

MISSION STATEMENT

“Their mission is to create the


quality for their customers”

VISION STATEMENT

“Achieve Quality Excellence and


Serve Customers with Quality
Products”

SHARED VALUES

 They value & respect their customers.

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 They communicate openly.

 They have integrity.

 They are committed to winning.

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
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OBJECTIVES OF STUDYING HOLIDAY INN:

• To review the general working of the organization and especially


its human resource wing on Micro Level.

• Analysis of the organization’s mission / vision / strategy / goals


and diverse functions of HR Department.

• To look into the special assignments carried out by HR team like


preparation of the job description for all field positions and
conducted TNA research program to detect gaps in KSQ
(Knowledge, Skill and Personal Qualities) of Employees.

• An exclusive probe into training needs assessment strategy of


HRM wing.

• To conduct Strength, Weakness, Opportunities and Threats


(SWOT) analysis OF TNA/HR wing policies.

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
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Organization: Selected in Hotel Holiday Inn
Multan

Bilz (Pvt) Ltd

Holiday Inn Multan Hotel

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
MULTAN
ABOUT MANAGEMENT
FUNCTIONS OF MANAGEMENT:

 Planning

 Leading

 Organizing

 Controlling

PLANNING

Long term plan:

The long term objective of Holiday Inn is to earn


revenue.

Becoming the leader in hotel industry in


Pakistan

Short term plan

The short term objectives are to provide


courteous, friendly, caring and best services to its customers.

Making guests feel welcomed by providing unquestionable service and


care.

To achieve short term or long term objectives plans are made. Plans
regarding financial matters are made entirely by the exclusive
management. To make a plan for achieving any short term objective
the executive management takes decisions from middle management
and the employees as they play a huge part in achieving the desired
goals.

As according to DSM Ahmad:

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
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I have a team of three sales managers. We plan on weekly bases. We
use frequency charts which are filled everyday of daily records.

We develop a strategy, then roll out of specific strategy and then wait
for the desired outcomes.

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
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Contingency Planning

The restaurant has contingency plans for every department. For


example in HR department the contingency plan is that in case if the
chief chef leaves the job for some reason or expires the restaurant will
hire a trained chef from somewhere on contract basis until it finds a
chef of its own.

The advantages of contingency plans are that:

 Helps getting into a better position to cope with unexpected


developments

 Avoid the shock of complete surprise

 Avoid halting of operations during emergencies.

ORGANIZING

When we talk about the organizing, Holiday Inn organizes its


management in a very authentic way. They organize rooms, banquets,
and weddings and arrange for trainings, seminars, conferences and
any desired functions.

They also organize for cultural events, multinational seminars, political


lectures or debates or any type of business briefings. For example,
during the international cricket season, Holiday Inn prepared itself in a
very impressive way to facilitate the foreign cricketers. They provided
them the comfort and relaxation, so they could feel at home.

Holiday Inn has organized their rooms in three different categories


which are

 Standard Rooms

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
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 Exclusive Rooms

 Family suites

In a total they have 120 rooms. They do their unsurpassed to provide


an outstanding environment to make their customers feel at ease.

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
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ORGANIZATIONAL STRUCTURE:

The organization chat of Holiday Inn hotel reveals that the structure in
the hotel is

 Vertical structure

 Centralized Power

 Defined Reporting Relationships

 Formal Control System

These essentially indicate that there is:

 Routine tasks

 More formalization

 Emphasis on rules and regulations

LEADING

Holiday Inn leads, motivates and inspires its


workers by providing them different
incentives and fulfilling facilities and
incentives. When he (Ahmad) joined Holiday
Inn his staff was already on their target, he
himself also decided to work with his staff to
accomplish that target. Mr. Salam said,

If u doesn’t want to waste time and just do


real business, then I advise you to only meet
with the top managers of the organization, like decision makers of the
organization. Mr. Salam’s employers say that he has provided them a
very friendly environment, in which they feel comfortable to give their
opinion relating to anything. They all work very hard as a team and

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
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individually because the markets are changing dynamically day-by-
day. For motivation Mr. Salam goes into the market with his teams. He
says he takes off his coat and tie and works side by side with his
teams, unable to differentiate between manager and employee.

CONTROLLING

Controlling means evaluating the results


and taking the correct measures against
them. The hotel practices control in every
department. For employees, employee
appraisal form is filled by the supervisor
after every 3 months evaluating the
performance of the employee. If the
supervisor feels satisfied with the
employee then he is passed and if not
then the employee is instructed by the
supervisor until his performance is
improved.

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
MULTAN
COMPANY AND ITS OPERATION

The company is a Private Limited Company incorporated under the


Companies Ordinance 1984. The main object of the company is to run
a four Star Hotel with the Franchised Name Holiday Inn. The Holiday
Inn Hotels is the International Chain owned by Six Continents Hotels
(Formerly known as Bass Hotels and Resorts). The Head Office of the
chain is situated in Australia.

ORDINARY SHARE CAPITAL OF THE COMPANY

The authorized capital of the company is Rs. 20.000 (Millions). The


issued subscribed capital of the company is Rs. 5.600 (Million).

BOARD OF DIRECTORS

At present there are 6 Directors of the Company in the Board of


Directors.

Sheikh Abdul Hameed Chairman

Dr. M.J Ahmad Director

Sheikh Faisal Hameed Director

Sheikh Akmal Hameed Director

Ms. Fareeda Parveen Director

Mrs. Zeba Javed Ahmad Director

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
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They all belong to the same family; therefore this is family
company which is being run by the owner and his wife and children.

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
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ORGANIZATION STRUCTURE OF THE COMPANY

There are 9 Departments in this Organization:

1. Hotel Management Over all control of all the


allied departments

2. Front Office Rooms Dealing

3. House Keeping Hotel Cleaning

4. Food & Beverages Restaurants Banquets and Room


Services and

Vend Shop.

5. Sales & Marketing Selling

6. Laundry Laundry Valet

7. Engineering Maintenance of the Hotel

8. Human Resource Dept. Management of Man Power

9. Finance Controlling Financial Matters

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
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FINANCE DEPARTMENT

STRUCTURE OF FINANCE
DEPARTMENT

FINANCE OFFICE

CONTROLLER FINANCE
MANAGER FINANCE

It is responsibility of the finance


department to carry on all the functions
relating to the matter of finance, like:
accounting, book keeping, managing revenue, making payments for the
goods purchased, taxation matters and payroll of the staff, and payments
of the utilities and

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
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SERVICES

COST AND PURCHASE DEPARTMENT:

The cost and purchase department is responsible for the purchase of all
the items for the hotel; it is their prime responsibility to ensure that top
quality stuff id being purchased at the best price.

COST CONTROLLER

PURCHASER

RECEIVING OFFICER

STORE KEEPER

ACCOUNTS PAYABLE DEPARTMENT

ACCOUNTS PAYABLE INCHARGE

ACCOUNTS RECEIVABLE
DEPARTMENT

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
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CREDIT CONTROLLER

He sees that the credit has not exceeded


the limit set for a particular person or
company and sets limits in consultation
with the top management, to which the
organization can go safely.

RECOVERY OFFICER

It is the job of the recovery officer to


make efforts to get the outstanding
dues/bills from various customers/guest.
He puts in a daily progress report for the
Cost controller who puts it up to the
financial controller.

FRONT OFFICE AND RESTAURANTS

The main reception is called the front


office of the Hotel; it is the main activity
center for the Hotel Business. There are
usually four or five smartly dressed
employees present. The main duty of the
front office is to guide the guest to their
respective rooms, or to the facility like
restaurants coffee shops or laundry or
bakery. The bills are made at the front
office. The payments are also received
there.

GENERAL CASHIER

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
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He is responsible for all the cash and payments; he usually deals with the
banks etc.

INCOME AUDITOR

His concern is about the income or the revenue received.

NIGHT AUDITORS

Night Auditors are there to


account for the income from
the front office and the
restaurants after the office is
closed.

CASHIERS

They work under the financial


controller and there is a
separate cashier for each
restaurant the coffee shop,
bakery and the laundry i.e.
wherever the direct money
transactions are involved.

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ACCOUNTING SYSTEM
PURCHASING

PURCHASE REQUISITION

PURCHASE ORDER

RECEIVING RECORD

FOOD

BEVERAGE

PMFL AND LIQURE

GENERAL STORE

ENGINEERING

STORE

INVENTORY CARD

ATOCK REGISTER

ACCOUNTS PAYABLE

POSTING OF EXPENSES
VOUCHERS

VOUCHERS

PAYMENTS

CHEQUE

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
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SELLING

GUEST FOLIO FOR ROOMS RENT TAXES AND OTHER CHARGES.

FRONT OFFICERS CASHIER

CHECK FOR RESTAURANTS, MINI BAR, BANQUETS AND VEND SHOP

CASHIERS

VOUCHERS FOR TELEPHONE FAXES TELEPHONE OPERATOR

CREDIT DEPARTMENT

MAINTAINING RECORD CREDIT SALES

POSTING OF CREDIT GUEST FOLOIOS

CREATING CREDIT INVOICES

AND RECOVERY OF CREDITS

AUDIT DEPARTMENT

INTERNAL AUDITOR TOTAL INTERNAL AUDIT

INCOME AUDITOR AUDIT OF REVENUE

NIGHT AUDITOR AUDIT OF DAY SALE

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CREATING EARLY BIRD REPORT

REVENUE REPORT: This report shows the total revenue and the heads
of accounts from where this revenue has been earned.

D.CARD REPORT

SALES RECAPITALULATION REPORT

Internal Audit Report

This report is made for the managing director it point out any irregularity
to the top management, according to the Managing Director this is the
most important report as it gives him a total picture of what is going on
and where the hotel deviated from the set procedures and rules.

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STRENGTHS:

The able management and the


quick decision making is the
main strength of the hotel. The
hotel is the only four star hotel
in the area, Multan is big city
and many big industries, the
industrialists and the landed
aristocracy frequent the hotel
almost on daily basis. The
engineers and the consultants
who come to visit the plants
and machinery installed usually
stay in this hotel. The strength of the hotel is its monopoly in its class;
there is no other hotel that is comparable with this hotel. Hotel is huge
investment, and there is no immediate threat of a competitor coming into
this field in Multan. Jon at Holiday Inn Multan is considered to be a
prestigious appointment; people who get a job are sure to be in great
demand for other jobs in and around Multan.

The quality of service and the outlook or décor of the hotel is very good.
Food was also very good but surprisingly there were few guests in the
Mehfil Dining Hall. In Shang Palace, which is, their Chinese Restaurant was
full. The Coffee Shop was also attracting a large number of guests at the
time of hi-tea. The occupancy rate was usually around 50%, which is well

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
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above the average break-even point. At the time of my stay there the
occupancy was above 95% as only two to three rooms were vacant. The
management has also got permit for selling liquor recently and told me
that like hotel after Lahore it is the only permit for sale of liquor in South
of Punjab outside Lahore. The sale record for liquor was not shown to me,
but the managing director was beaming when he told me that they are
making very good sales. The laundry was also of very high quality and it
has good sales, bakery sales were also very promising.

WEAKNESSES

Taxes and duties:

There are too many taxes imposed by


both the provincial and the federal
Governments, I was told they are
subjected to 27 different types of taxes,
at present the hotel was in litigation
with the Income Tax Department, the
Provincial Excise Department and the
Sales Tax Department. They are also in
appeal against the decision of State
Bank of Pakistan with the Federal
Finance Division.

High Turn Over:

The rate of employee turn over is high,


as soon as people become trained they
get other better-paid jobs, the work experience of Holiday Inn gives
credibility to the curriculum vitae.

Weaknesses in System:

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The system of Accounts and MIS was not that of very efficient
organization, the handling of taxation matters was not adequate. Old
record and files are not retained in an orderly manner. As files of
procurement for furniture were not traceable at the time of my stay in the
hotel, the depreciation calculation was being done on erratic basis.
Although computers were there in almost all the departments but they
were not linked, the programming is not geared towards generating
reports for the management. A project to this effect was going on and is
to complete by the years end.

Lack of Parking Space:

The parking space is very less, like in Holiday Inn Lahore: they have
a big constraint in parking vehicles in the Hotel premises. Although the
basement can accommodate around 100 vehicles even then, this was a
general complain.

Small Swimming Pool:

The Swimming pool is very small and its design is also not very
conductive for swimming, it is rather ornamental type of thing.

Staff Manners:

Majority of staff was very courteous and polite but I could recall one
or two instances where they were not very helpful, like once a guest
asked for tea and a bottle of mineral water he was advised by the kitchen
staff to contact housekeeping for water. The guest was obviously annoyed
and reported this incident.

Sometimes the staff at checkout counter worked at very slow pace


and sometimes the guests complained about it.

Lack of Formal Training:

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
MULTAN
On enquiry form various staff members in different departments, I
was told there is no formal training for the employees, when every the
general manager is changed he brings new methods and techniques for
the staff. But the hotel seemed lacking in this area, particularly some staff
dealing with room service needed training.

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
MULTAN
Opportunities:

As there is not competition in and around Multan, the hotel business


is bound to grow, if the standard is maintained it would go up. The
management does not have any expansion plans at the moment at their
present hotel but they were to launch renovation projects of replacing the
furniture and the crockery.

Outside catering is also in


great demand as the locale is a
mixture of urban and rural landed
aristocracy people are impressed
by the name of and International
Chain. Many big occasions were
landed by the hotel where they
have provided catering services as
far away as Kot Adu Power Plant,
which is about hundred miles
away. Outside catering is quite
profitable and it costs less. It is
becoming increasingly popular.

The permit room or the sale


of liquor is projected to grow at the
rate of 75% per annum, the hotel
is making good profits on it and
these profits are likely to grow in
future.

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
MULTAN
Trends:

The management is considering plans to start


another hotel at Islamabad. The sales at
Multan would increase because there is no
competition. The management has plans to
purchase land adjacent to increase the parking
space. Multan has become International
Airport, although there is only one flight per week
from and to Dubai, there is likely hood of its growth and in turn it would
boast the hotel business.

The organization collects primary data through the following sources:

1. Comment cards which give the value for the different services,
like food room service, etc.

2. Complaint book, Comment book, is available at the reception.

3. Front office manager attends if somebody Complaints about


any point related to the hotel.

4. Comment service card, are also available at reception.

5. HRD, Manager goes to these cards and

6. sales

7. Complaint action letter of sorry/thanks to Singapore at the


headquarters of the Holiday Inn world wide.

8. Different organizations like APTMA, Chamber of Commerce and


Industries etc.

9. Companies, which have done business previously with the


hotel.

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
MULTAN
10. Telephonic contact is used to collect the data.

11. Email not much.

8. ORGANIZATIONAL STRUCTURE

1. Main Office

2. HRM Operations

1. Strengthening of organization on
functional lines:

2. Selection of Personal after Need and


Requirement Analysis:

3. Training after selection:

4. Motivation existing employees:

5. Employee Retention:

6. Employee Training after TNA.

Name Current official

& B.S Address (IncludingTelephone, E-MailRes Address

Designation City)

Off: Res Mobile Permanent Postal

11. HRM team prepared job Description (JDs) and conducted an


organization wide Training

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MULTAN
Needs Assessment (TNA) research program to detect gaps in KSQs
of employees.

12. HRM is pursuing approach to gear up Personal commitment to attain


high efficiency and skill oriented work culture throughout the
organization.

10. FUNCTIONS OF THE HRM DEPARTMENT

1. Major Functions

• Recruitment

• Selection

• Placement

• Promotion

• Appraisal

• Assessment

• Training & Organization


development

• Termination

• Policy Initiation and Formulations

• Service

• Compensation

• Career planning

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
MULTAN
• Cost effective system

• Internal Control

• Communication

• Special Assignment

• HR Audit

9. STRUCTURE OF THE HRM DEPARTMENT:

Please see Exhibit

01

1. Number of employees working in HRM department

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
MULTAN
RECRUITMENT:

Presently all the recruitments in are being made through


advertisement in the local press, for some posts at senior level National
level newspapers are used.

Training

Posting & Transfer

Job Evaluation

Administration of Benefits

Criteria of promotion

Service

The service responsibility of HR department includes staffing,


retention, training & Development and compensation along with
allied benefit administration functions and coordinating with other
departments.

Internal Control

HR department carries out important internal control functions. It


monitors the performance of line department and other staff departments
to ensure the implementation of personal policy, procedure and practices.
The control functions of the HRM are like activities of a Quality Control
Group that constantly checks service quality to its perfection.

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
MULTAN
2. SUPPORT TO THE OTHER DEPARTMENTS

11 CRITICAL ANALYSIS of the theoretical concepts relating to practical


experiences i.e. relate the theoretical concepts with your practical
experience during your internship with the HRM department.

Why Reforms:

3. Requirement Analysis:

OBJECTIVES OF TNA:

Training Needs Assessment was carried out


to identify a profile of the training needs of the
employees in the context of required KSQ and to
make a visible strategic plan for raising
competency level of employees through training
and development to meet the

MODERN REQUIREMENTS

Purpose of Needs Assessment:

Purpose of TNA was to know how a task should be performed as well


as the way it is currently being performed.

STRUCTURE OF TNA REPORT

It shows a detailed report about all aspects of personnel qualities,


short comings and ways to improve, with the kind of training needed.

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
MULTAN

11.2 DATA GATHERING:

The Research methodology adopted during the TNA research


process was based on the evaluation by the supervisor; of job holder’s
current level of KSQs vis-à-vis the desired levels as per their Job
Descriptions.

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
MULTAN
SYSTEM DESIGN:

A. DATA ENTRY AND


ANALYSIS:

B. STUDY DESIGN: This is a


cross-sectional quantitative and
descriptive research to assess and
analyze the training needs (TNA) of the
employees.

C. SAMPLING:

D. REASEARCH INSTRUMENT – TNA FORM: A three dimensional


assessment from was designed to collect data form all the reporting
officers based on their assessment as per respective job descriptions, and
assessment of the required competency level in terms of the training
priority of the respective KSQs.

A sample TNA form is annexed with this report:

E. RATING SCALE: The rating scales for training needs assessment


define the current competency level and the training priority level of 1-
5 where:

• 1 = very low current competency level.

• 2 = could be trained

• 3 = the minimum required level.

• 4 = the desired level

• outstanding level

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
MULTAN
As regards the training priority Out of the scale of 1-3,

• 1 = very low priority

• 3 = highest training priority and

• 2 = the high training priority for respective competency.

E. RESEARCH METHODOLOGY:

The TNA forms were distributed to all the


reporting officers of the position included in the
population for the research. The evaluated TNA
forms were collected from the field and coded
for data entry. Statistical program for social
sciences (SPSS) was used for generating
descriptive reports for this assessment.
Aggregated result for each position was generated on the basis of feed
back.

G. DATA ANALYSIS METHODOLOY: The simple aggregated result for


this assessment are to be further used to assess the training GAP and the
training priority of the KSQs for all the position. Lickert’ scaling model
is used for interpretation of the results generating from the aggregated
responses.

11.4 IMPLEMENTATION & INTERPRETATION OF ANALYSIS:

1. Current level Vs Required Level: Target level of every competency


is “4”. The current level below “4” highlights the training gap for
respective KSQs.

2. Current Training Areas: As mentioned earlier “4” is the minimum


expected level. All assessments of current levels below “3” indicate gaps,
which needs to be abridged through training.

SHORT FALLS / WEAKNESSES OF TNA / THE HRM WING:

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
MULTAN
Before looking into short falls / weaknesses of HRM wing in general and
TNA research process in particular, SWOT analysis of TNA / HRM shall
unveil interesting feathers about the objectives achieved.

STRENGTHS:

1. One advantage of TNA is that it reduces the possibility of errors that


emerge in later stages but derive from early decision.

2. TNA replaces personal management with HRM that reckons


employees are human capital

3. TNA of course, enhances skill and quality (KSQ) of employees, which


limits the threat of de-manning and downsizing.

4. TNA addresses competency level and leads to improve efficiency in


the system which receives appreciation / confidence of stake holders.

5. Use of information technology shall be cost effective.

6. In broad spectrum, HR reforms initiatives are brining in healthy


signs of change in old mind set.

7. TNA is not merely a paper shuffling activity. Rather it is strategic,


continuous and consistent process.

8. HRM is aiming to link training needs analysis as an integral part of


the career appraisement cycle.

Weaknesses of TNA / HRM Program:

1. Encapsulation: Training are not being applied in practical jobs.

2. Pitfalls in judging competency level: one blanket cannot cover all.


Policy of judging competency level is static and biased.

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
MULTAN
3. Training which the implementation plan of TNA is, it is being carried
out in a stereo type manner. Participants show least interest.

4. Lack of communication with junior employees does not let the


management by objective (MBO) concept to flourish with its true
potential.

5. Use of technology is causing increase in employee’ stress because


employees feel that performance expectations are constantly being
increased.

6. TNA does not suggest any remedy to raise the motivation


potential in a job or to mitigate on – job stress under automation.

7. HRM initiatives and even TNA does not lay any talent pipeline /
job rotation / salary structure / promotional structure in the hotel
to encourage high skilled and high performers for vertical growth in the
career development.

8. Out Sourcing is inadequate, resource persons invited from outside


do not belong to any specialized well-known training institutions.

Threats:

o Organizational culture, managerial capacity and bureaucratic


environment pose a real threat to change.

o Lack of interest in training needs.

o Low motivational level is the threats to TNA program in particular


and HR reforms in general.

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
MULTAN
o The incentive scheme hardly motivates an individual or team for
efficient and dedicated performance.

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
MULTAN
Conclusions:

Recommendations

1. As regards pitfalls judging


competency level judged by the
evaluator, according to new concepts
of HRM, it is not the evaluator who
determines the level of competence
or deficiency in a particular area of
knowledge. Rather it is employee
who gives the option of the area in
which he/she requires training.
Performance during in-house training
should be linked with job evaluation.

2. Local institutions can play a


vital role.

3. it is high time that organizational culture should be changed. Role of


HR wing is critical in this sense to seek competitive edge and make the
organization, a real learning and modern organization.

4. Succession Planning provides the best alternate talent pipe line


in the department to built 2nd generation of employees.

5. Career Development Path: Cross functional approach can help


building high competency level in the organization.

6. Cash Rewards and Incentives: There is much room to provide


the reward scheme and its correct implementation.

7. International benchmarks of efficiency can be emulated through


use of risk management system.

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
MULTAN
Reference & Sources Used:

I have consulted following references and sources to make the


report and a viable informatory document.

For Description Info: Author Excerpts

i) Job Description HRM


Wing JD Form

ii) Training Needs Analysis


–do- TNA Form

iii) Managing HR Wayn F.


Theoretical

Cascio
Concepts

iv) Strategic Management Fred David –do-

For Statistical Info:

Annexes

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
MULTAN
Exhibit-01: Organogram

Exhibit-02: Organogram of HRM wing

Exhibit-03: Synopsis of my report Part I & II

Exhibit-04: TNA Form

Exhibit-05: JD Form

Exhibit-06: Charts entailing competency level needs I & II.

TRAINING NEED ASSESSMENT


Incumbents: ……………… Please Identity Number of Personnel Evaluated
EVALUATED BY:

Instruction Encircle the appropriate option against each competency


[See Scale at End]

Current Level Training Priority


Competencies 5 4 3 2 1 Height Medium Low
Knowledge 5 4 3 2 1 11 M L
Knowledge of Org. 5 4 3 2 1 11 M L
Macro Economic Planning and 5 4 3 2 1 11 M L
Management
Strategic Planning 5 4 3 2 1 11 M L
Financial Controls and Budgeting 5 4 3 2 1 11 M L
Others (Please identity) 5 4 3 2 1 11 M L
Skills 5 4 3 2 1 11 M L
Strategic Change management 5 4 3 2 1 11 M L
Leadership 5 4 3 2 1 11 M L
PC Skills 5 4 3 2 1 11 M L
Presentation Skills 5 4 3 2 1 11 M L
Time Management 5 4 3 2 1 11 M L
Communication Skills 5 4 3 2 1 11 M L
Negotiation Skills 5 4 3 2 1 11 M L
Others (Please identity) 5 4 3 2 1 11 M L
Qualities / Attitudes 5 4 3 2 1 11 M L
Decision Marking and Problem Solving 5 4 3 2 1 11 M L
Guest Facilitation 5 4 3 2 1 11 M L
Knowledge of Best Practices in 5 4 3 2 1 11 M L
Employees Training and Development
Others (Please identity) 5 4 3 2 1 11 M L

Scale (From 1 to 5)
5 Current Level is exceptionally good and requires no training.

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
MULTAN
4 Current Level is better than requirement.

3 Current Level is per requirement of the job.

2 Current Level is below the required level and high training need.

1 Current Level is substantially below the required level and critical there is need for training.

Signature of the Evaluator

A SAMPLE JOB DESCRIPTION FORM

Main Purpose of Job Units Functions Controlled

Key Result Areas Avg% Performance

Standards

Required

3. Effective utilization of 20% Recommendation for Reward


Human Resource and recognition.

Knowledge Special Skills Personal Qualities


Communication Skills Intelligent
Analytical Skills Vigilant
MS Word and Excel Efficient
Hardworking
Trustworthy
Alert & Inquisitive
Physical Stamina

The End

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
MULTAN
SUGGESTIONS TO BE EFECTIVE MANAGERS

Mr. Ahmed Salman suggested us


very effective strategies to adapt,
so that we can be an effective
manager. There are SIX basic
suggestions which he gave us, as
stated below:

1) MARKET INTELLIGENCE

2) COMPETITION ANALYSIS

3) PROVIDING SERVICES WITH


EMERGING MARKET TRENDS

4) STRONG FOLLOWER

5) BUSINESS MATERIALIZATION

6) CUSTOMER RETENTION

MARKET INTELLIGENCE:

To be at the top and to fulfill all the


managerial roles, initially you should be aware of each and every thing
out in the market. You should have the knowledge of all upcoming events
so that an organization can present itself in a good manner, to attract the
customers. In these days the market is revolutionizing day by day, so we
should also keep pace with the changing market. We should know all the
pros and cons of the market which we are entering.

COMPETITION ANALYSIS:

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
MULTAN
You should be conscious of your competitors, so that you can analyze and
develop the strategy to maximize the profit. It is very important to be one
step ahead of your competitor in any way possible. As a manager you
should have full knowledge about the competitor’s strategies.

PROVIDING SERVICES WITH EMERGING MARKET


TRENDS:

Providing up-to-date, high-tech services to the customers is a very


innovative way to attract them. Now a day’s our society is changing so
rapidly and everyone is the search for greater heights. If you stick to one
kind of service and don’t change you will encounter great loss. Therefore,
to change according to the arising demands is the sign of a good
management. So it is necessary to provide maximize facilities to your
customers to gain profit and to satisfy your customers.

STRONG FOLLOWER:

The stronger your challenger is, the more you will compete and you will
be more passionate for your firm’s success. You should have faith in your
own decision, and if you believe that all what you are doing is profitable
and within the resources of the business, then you should go for it! You
should work enthusiastically and motivate your subordinates to
accomplish the targets set.

BUSINESS MATERIALIZATION:

For the betterment of your job you should conduct different seminars so
that you can be aware of all the effective activities which are going
around you, should give presentations to increase your communication
skills, and then last but not the least, you should also attend all official
meetings so that with the help of it you can interact with different people.

CUSTOMER RETENTION:

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
MULTAN
We know that the customers are the backbone of every business’s
success. So the customers should be provided facilities in a very
organized manner with hospitality; services should be cheap and at the
same time good in quality and which should be provided efficiently. These
qualities will attract customers who will always place you on their top
most priority list. Fulfilling the consumers needs not only will provide you
with business but also superiority in the market.

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
MULTAN
MANAGEMENT SKILLS TO BE USED:

Mr. Ahmed Salman utilizes all the major skills at his position. Conceptual
skills are used to solve and analyze the critical situation. With the help of
his mental ability he is able to take the correct decisions at the right time.
He (Mr. Salman) has 15 years of experience, which enhances his ability to
handle every type on problem. Due to his experience his concepts are
crystal clear and he can easily handle the difficult situations by posing
better and improved solutions. Mr. Salman organizes the tasks knowing
what should be done first and what should be done after some time.
Conceptual skills are very important
in this field of job. As a manger of
sales and marketing, Mr.
Salman identifies the opportunity for
innovations and recognizes problem
areas and implements
solutions to eliminate the
problem.

Mr. Ahmad Salman uses his


human skills, which is the ability
to work well with other people
individually or in a group, although
he is on high post i.e. Director of
Holiday Inn but he still considers he a normal middle-class human being,
who also started his career from the initial stages. He is a down to earth
type of person, who knows and respects his cultural and moral values due
to which he has the ability to understand the needs of his people. He is
kindhearted and polite to his subordinates; he said that he works with his
staff as if he is one of them. On the other hand, Mr. Salman has very high
communication skills which can easily influence his communication and
understanding with others. He motivates his staff and gives them full

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
MULTAN
support. He is role model for his subordinated, who guides them and
shows them the right path to follow.

A good leader can express himself by his effective skills, he has the ability
to manage the time, to divide the task in proper way and maintain the
discipline. His work does not end by imposing the tasks on the employees,
but his duty is also to check whether the work is being done properly or
not. Last but not the least; he uses his technical skills as well. Although he
is a manager but it is also his duty to be aware of all the basics first. Mr.
Salman has a clear understanding of his job-specific needs, so that he can
teach his staff without any difficulty, what to do and how to do. As a
manager, who leads and appoints jobs, his own technical skills need to be
well defined. Mr. Salman has all the qualities for a being an excellent
manager in his field.

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
MULTAN

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MULTAN

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HRM INTERNSHIP REPORT ON HOLIDAY INN,
MULTAN
SYNOPSIS OF MY REPORT

1. History

2. Introduction

3. About Management

4. Company and its operation

5. Organization structure of the company

6. Brief introduction about the working of


various departments

7. SWOT analysis

8. HRM studied in detail

9. Orgaogram

10. Staff and their duties

11. Support and interaction with other


departments

12. Training, TNA, its objectives, structure of TNA report

13. Data gathering, Analysis methodology

14. SWOT analysis of HRM wing

15. Shortfalls and weaknesses of the HRM wing

16. Suggestions to be effective Manager

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