2. PEARL CONTINENTAL HOTEL
Ei10MBA015
Ei10MBA037
Ei10MBA044

3. 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 Hotels and became the largest and oldest five star hotel
chain of Pakistan.
In October 1985 all the Inter Continental hotels in
Karachi, Rawalpindi, Peshawar & Lahore became the PEARL CONTINENTAL
Hotels. Another pearl was added to the chain in1992 at Bhurban. PEARL
CONTINENTAL Hotels is the first Pakistani chain which has achieved
excellent international standards of services, quality and product.

4. 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 and
25 minutes away from Allama Iqbal International
Airport.
Most of the surrounding hotels lag far behind
PEARL CONTINENTALHOTEL Lahore in standards
because it has always been the choice for budget
meetings seminars symposium, conventions
weddings training courses corporate meetings and
conferences.

5. Contact Us
• Pearl-Continental Hotel, Lahore.
• Shahrah -e- Quaid-e- Azam
• P.O.Box#983,Lahore
• Tel:+92(42) 636-0210, 111-505-505
• Fax:+92(42)636-2760,636-4362
• Email:pchl@hashoogroup.com

6. VISION
“We’ll open the doors; you’ll see what’s in store.”

7. 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.”

8. OBJECTIVES OF THE HUMAN
RESOURCE DEPARTMENT
1. Job analysis
2. Selection
3. Recruitment
4. Orientation
5. Training
6. Review benefits

9. Structure Of Human Resource
Department At PC

10. CORPORATE PORTFOLIO ANALYSIS
Managers manage portfolio (or collection) of businesses using
corporate portfolio matrix such as the BCG Matrix.
BCG Matrix
Developed by the Boston Consulting Group
Considers market share and industry growth rate
Classifies firms as:
 Cash Cows: low growth rate, high market share
 Stars: high growth rate, high market share
 Question Marks: high growth rate, low market share
 Dogs: low growth rate, low market share

11. BCG MATRIX

12. PC has the following Human Resource
Management functions

13. PC has the following Human Resource
Management functions

14. Recruitment at PC

15. Recruitment Procedure
1 . PC does not rehire employees which have gone. They prefer fresh
graduate’s employees.
2. 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.
3. They hire permanent, monthly basis, and also daily basis employees.
4. 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.

16. Recruitment Procedure
5. The organization does not go for child labor as it is unethical
and against the policies of major business firms.
6. They provide 100 % Diversity (Equal opportunity to both
genders).
7. Applications from candidates are kept in separate files
according to the job titles and whenever there is a vacancy
available they use it.

17. Sources Of Recruitment at PC
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.
Outside Candidates:
There are no means used for attracting the outside
candidates. PC makes 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.

18. Sources Of Recruitment at PC
Internees a Source Of Outside Candidates:
Basic requirements for internees are the hotel
management degrees 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.

19. Job Analysis
Under job analysis followings heads are comes:
1. Job Description
2. Job Specification
3. Job Evaluation

20. Job Description
Job descriptions are lists of the general tasks, or
functions, and responsibilities of a position.
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.

21. Job Evaluation
According to PEARL CONTINENTAL HOTEL
following factors are considered important
while making job evaluation which is:
 Complexity of the Job.
 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.

22. Job Evaluation Method
According to PEARL CONTINENTAL HOTEL, the
method used for Job Evaluation is as follows:
1. Classification Method.
2. Ranking Method.
3. Point Method.

23. Selection
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.
 Experience & Knowledge of Job applied for.
 Communication Skills in English.
 Balance Poise & Maturity.
 Potential for Growth.
 Reasoning & Judgment.
 Computer Skills.

24. Selection Procedure at PC
1. Firstly they trickle downs the CV’s. Then call only those for
the interview which have been selected.
2. Selection is based on the eligibility of qualification and
experience. If the candidate has the qualification and
experience according to the job specification then he is
called for the interview.
3. Minimum qualification is matriculation starts for the lower
level staff, and
4. The minimum qualification is bachelors starts for the upper
level staff.

25. 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.
 The second step, in this step the selected candidates are called again for
the structured interview which is to be conducted by head of the particular
department.
In such interviews general knowledge questions which are related to the
job are asked from the candidates. This helps them to judge the
personality, temperament, attitude, and the minimum stress could be
handled by the candidate.

26. Orientation
 New employees of 2 days orientation 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.
 Employee should respect the privacy of another employee.

27. Training and Development
Steps used for the training and development of employees at PEARL
CONTINENTAL HOTEL are as follows;
 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.

28. Training Appraisal
After training, the trainee performance is appraised by the immediate supervisor.
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.

29. Performance Appraisal Process
and Method
 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”.

30. Challenges for the Human
Resource Department
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.

31. SWOT ANAYLISES
Strength:
 Quality product
 Excellent services
 Competitive Advantages
 Financial Strength
 Favorable Reputation
 Creative innovations
 Organized Management
Weakness:
 It is the negative pro of the hotels its price is very high and not
affordable by the middle class.
 Pay the low incentive for the worker.
 Less coordination of worker between each others.

32. SWOT ANAYLISES
Opportunities:
 Expand product line
 Enter new market
 Attract the tourists
Threats:
 In the market there are more than two or more brands of
the same types exist then face threats among themselves or
among customers but one can always plan before hand.
 Law and order situation can also be a threat such as strikes
and terrorism etc.

33. Pest Analysis
Political:
PC faces the problem of business bound because of government policies and run
their business under these policies if the VIP movements occurs they provided
special protocol in this process a lot of amount bears the pc.
Economical:
The inflation rate is high, so people have money but the value of money less and
the middle class cannot afford only elite class visit.
Social:
Pc has multinational business many branches of different countries. So they
balance the social factors according to every country. Like Pakistan made food
according to here people taste and so on.
Technological:
Pc provides the facilities our customers according to these needs like room
temperature depend upon weather and provided the air booking or internet etc.

34. Recommandation
1. PC should send its managers/employees to abroad for training
purpose for it will ultimately improve the organization’s overall
performance.
2. Internees should be paid for their services.
3. More flexible benefits plans should be introduced for employee so
they can choose which suit them the best.
4. As PC doesn’t have any special program to bring the outside talent
in, so they need to take this area under consideration.
5. More incentive programs should be introduced to maintain
employee motivation.

35. 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.

36. ….
A&Q