Pearl Continental

Pearl Continental
PRESENTED TO:
Habib
Khan
PRESENTED BY:
2
Pak-AIMS (Institute Of Management Science)
Pearl Continental
ACKNOWLEDGEMENT
Teachers have always been of great inspiration for our
group. They helped us to understand this topic and guided
us to complete in a better way. They provided us all possible
assistance in order to tackle the hurdles.
The co-operation of staff of I.A.S. and PEARL
CONTINENTAL was great. Without their co-operation we were
unable to collect this much information. We are also thankful
to our seniors Dilawer Mughal, Usman and others who
helped us a lot in completion of this assignment.
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Pearl Continental
DEDICATION
It is dedicated to those who killed their children only because

of hunger and those who make the creation of Pakistan
possible.
FOREWORD
Through the courtesy of the Prof. Shela Shoaib we

got the opportunity to a glance of this extensive topic Pearl
Continental.
It was very difficult to sum up the vast information we
have tried our best to make this report comprehensive
and apprehensive
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Pearl Continental
INTRODUCTION
Lahore Pearl continental hotel is one of the best hotels in Lahore.
250+ rooms in their old Mall wing and 200 Rooms in the new Atrium
wing. The hotel is equipped with all amenities of a 5 star hotel. PC is
a 5 Star Deluxe hotel centrally located in the heart of Lahore. The
Hotel is 5 minutes drive away from the central city and 25 minutes
away from Allama Iqbal International Airport. Main attraction for
visitors to Lahore are Lahore Fort, Mughlai Badshahi Mosque,
Mughlai 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.
Strategically located in the heart of Lahore ,The hotel caters to the
business and leisure needs of local and international
Market.
The Hashwani Group (owner of PC) is a well known business house

of Pakistan with interests in commodities, hotels, and textiles
industrial minerals and agricultural. It also represents several
international companies in PakistanThe Hashwani Group’s
commitment to excellence, attention to detailed and personalized
services ensure a loyal guest list. The hotel facilitates the guests with
state of the arte Health club, Business center with Internet access
round the clock. Business floors about 70% higher rate offer
Computer Hi speed internet 29 inch tv in the room. .
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Pearl Continental
HISTORY OF “PEARL
CONTINENTAL” LAHORE
As Every body is familiar with the name of Pearl Continental. It has a

well-known and established position in the hotel industry.
Presently Hashwani or Hashoo group owns it. This group has
maintained and improved the position of Pearl Continental. Initially,
Pearl Continental was started with a title PSL (Pakistan Service
Limited). An organization named as Intercontinental, which was
consisted of PPIA & International ‘s group at that time Hashoo Group
had a major share in international Group and so they played an
influential role for the betterment of Pakistan services Limited (PSL).
Intercontinental management was given with this opportunity to
operate this contract to manage the business of this hotel. Pakistan
Service Limited had started its business with one nineteen eighty
rooms, &two Restaurants at Lahore. During this period, Hashoo
group performed effective jobs for the development of PSL. As we
know that era of sixties to eighties considers being on era of
development and progress. Investments were made on these
projects and the competition and quality was improving day by day.
Hashoo group contributed a lot in terms of time, experience and their
performance in order to develop integrity of Pakistan Services
Limited. With the passage of time, they raised their share in this hotel.
When in 1985, this contract was expired; Hashoo group owned this
hotel and renamed kit as Pearl Continental. At this time, this was
entirely owned by local groups and no foreign organization was.
Refurbishment was held of the property and effective steps were
taken to further develop this hotel. So in 1988, the foundation stone
was build for the extension of the building. This was a huge project
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Pearl Continental
and required a lot of supervision management and finance for the

completion of this project. Finally, with the help of management and
construction team this project was completed in February 1997.Now it
has two seven rooms which includes Deluxe rooms & Suites.
Restaurants are named as, Marco Polo café, Taipan, Bukhara,
Dumpukht, Nadia. Tea lounge and Pavilion Ice Café.
THE “NEW” PEARL CONTINENTAL

HOTEL LAHORE
If location is really the key to success, Pearl Continental Hotel Lahore
offers national and international retailers just that.
Shops are in different sizes and are centrally air conditioned with
individual controls. Display windows and door consist of minimum
four beveled glass panes with teak with mounting. Display windows
have uniform halogen lighting. The installed gypsum board ceiling is
provided with electrical power points and can be modified according
to display and decorative needs.
Electricity is being provided with separate meter. The hotel‘s prime
generator plant provides 100% back up in case of power failure or
load shedding. Preparation for Telephone connection is provided,
however the lines are to be obtained by the tenant.
Hotel is equipped with the latest technology in fire detection and

alarm system. An experienced and full fledge security department is
looking after the interest of all.A tea and coffee making facility is at
the disposal of the tenants on the Lawn level. Separate washrooms
for the staff are provided on the Lawn level of Arcade as well.
Cultural Center of
Lahore.
Whether one would like to stroll through the lush green Gardens and
sit in the gentle shade of trees there or have its incentive morning
work out there with colleague, from a leisure weekend, a board
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Pearl Continental
meting, a major convention never has there been a more versatile

venue as this new Pearl Continental Hotel Lahore.
Seventy Boutiques in our Pavilion The Shopping Mall, crown finally
this superb venue and make it a city within a city where all shopping
needs are being taken care of in this stylish and lavish decorated
“City Center”. This hustle and bustle has created a fine tuned
atmosphere of sophistication and elegance, yet informal, only known
in centers such as Paris, New York and London.
Pavilion the Hotel’s Shopping Mall, consists of 70 shops in different
sizes, and is located in the center of the hotel, adjacent to the Atrium
Lobby and around the Hotel’s Conventions center. Both, the
Boutiques and the Convention center are accessible by the Hotels
Main Entrance as well as by the purpose built South Entrance
adjacent to the parking there.
Access is all in silky white granite flooring and black granite walls.
Escalators provide access to the Foyer of the Convention Center and
showcase Gallery’s balustrade there, is a glass creation mounted on
a subtle combination of brush finished stainless steel and a touch of
brass.
The Mall corridors themselves are fully carpeted with teak wood
paneling, finished with Lapis Lazuli inlay. The Mall stretches out over
two levels like Pavilions, Greece looking column s and pillar, give the
area of classic look. The mezzanine level has natural light provided
by the glass roof of the corridors there.
20 showcases are placed around the Mezzanine Gallery of the Foyer,
framed with white Italian marble columns and finished with Lapis
Lazuli, complete this magnificent new creation.
Pearl Continental – An
overview
ADDRESS
Pearl Continental Hotel
Shah rah –e- Quid –e- Azam, P.O. box 983, Lahore – 54000
(Pakistan)
Phone; (92) 042-6360210 UAN 111 505 505 Fax; (92) 042- 6362760,
6364362
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Pearl Continental
Telex; 44877 – 44167 PEARL PK

Cable; “PEARL CONT” LAHORE
MISSION STATEMENT
Every organization has a complete statement of the organization’s
purpose what it wants to accomplish in the larger environment. A
clear mission statement acts as an “invisible hand” that guides people
in the organization so that they can work independently and yet
collectively toward overall organization goals. Organizations have
defined their business in service terms or in technological terms but
the mission statement should be oriented, have a realistic approach
should fit the market environment motivate and has a guidance by a
vision.
The mission statement of the Pearl Continental Hotel almost covers
all aspects of an effective mission statement.
Its Mission Statement can be defined as.
“Our mission is to be the hotel, recognized as the leader in the

industry in any aspect. We are committed to train and develop ass
our staff members
Allowing them to grow in their Careers and provide services and
Standards which exceed guest expectations.”
The hotel is trying to achieve there best to attract new customers as

well as maintain the old ones. They believe that the customers
satisfaction play a major role in the success of the hotels. This
mission statement describes that they want to be the leader and
catch maximum business out of the existing market of the hotels. The
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Pearl Continental
2nd thing is to commitment for their employees up to their best level

and also committed to develop their employee’s career. At Pearl
Continental Hotel every department has defined its mission statement
separately.
The motto of each mission statement is:
 To be the market leader
 Commitment for their employees in developing their

career
 To provide services and Standards
The hotel is running with the help of mission statement. The

management also decides that the statement should be specific and
attainable. It should set out where, how, and what markets the hotel
will act, and it should describe achievements that are feasible. The
mission of the hotel is to provide expertise and services to customers
and corporate customers through out the greater area.
VISION
We are committed to dynamic growth and service excellence built
upon our heritage of traditional hospitality we strive to consistently
meet and surpass guest, employees and other stakeholder’s
expectations.
We feel pride in making efforts to position Pakistan in The forefront of
the International arena.
SETTING ORGANIZATION
OBJECTIVES & GOALS
Every organization has some defined objectives and goals in vision
because an organization cannot meet at the customer needs so
making goals is elective.
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Pearl Continental
Setting goals must also be operational and specific, that is useful for
developing specific plans, and because goals in fact communicate to
employees what their task and role should be. Because of the role
goals play in implementing and choosing strategies, they must be
consistent with reality and with each other. Setting unattainable goals
can cause frustration and misallocation of company resources. Goals
of the hotel may also differ at the same level of hierarchy.
Basic Goals And Objectives Of

Pearl Continental.
 To attain maximum dynamic growth out of the hotel
industry
 To maintain and add to its identity
 To maintain excellent services based upon our heritage of

traditional hospitality
 To strive to consistently meet and surpass guest,

employees and other stake holder’s expectations
 The standard of the services must meet the expectation of
the consumer
 The standard of the services meet the expectations at the

international level
 To launch a new service while holding cost to its minimum
 Meeting all the needs of the consumers
LOCATION
Situated on Shah rah –e Quid –e- Azam (the mall) , opposite
Governor House , 7 km from the Lahore international airport, 6 km
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Pearl Continental
from the Main Railway Station and 1.5 km from the main city
business center.
ACCOMODATION
485 Grand rooms including, 32 Junior Suits, 34 Executive Suites, 4
Deluxe Suites, and 3 Presidential Suites. Rooms measure
approximately 450 sq. ft. Featuring, Facsimile machine, data port,
Electronic key System, Radio and Television with satellite Channels,
Butler Service, Separate Glazed Shower Compartments, Hair Dryers,
Magnifying Shaving Mirror, and Direct Dialing, Voicemail.
PRODUCTS AND
SERVICES
Product is any thing that can be offered to a market for attention,
acquisition, use or consumption that might satisfy a want or need of
the person. It includes physical objects, services, person, places,
organization and ideas.
Products contain both tangible and intangible components,
predominantly tangible products are called goods and intangible
products are called the services.
Services are the temporary provision of a products or the
performance of an activity intended to satisfy certain need of buyers.
They can avail the services but not in general own it.
In our economy many organization provide services like school
hospitals banks, transportation hotel services etc. Hotels provide an
intangible services for use or enjoyment, not for the owner ship,
however they have the product just the same.
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Pearl Continental
Services of Pearl
Continental
In the hotel industry, Pearl Continental has a complete image about

its services. Pearl Continental establishes a complete brand name in
the hotel industry. The services of these hotels are related with the
persons, places or organizations or any combination of these
Pearl Continental &

Marriott
hotel are under the ownership of Hashwani’sgroup. The five Pearl
Continental hotels are situated in Pakistan‘s foremost business. This
hotel has a largest group of five star hotels in the country. The hotel
provides the best services against its competitors. The hotel provides
services up to twenty- four hours a day. There are different types of
services that Pearl Continental provides to its customers. These
services are given below.
Dining Facilities
 Marco Polo Café; Round the clock, capacity 160 seats
 Taipan; Chinese restaurant for lunch and dinner capacity 88

seats
 Nadia Tea Lounge; For Hi Tea capacity 28 seats
 Dumpukht; Royal Mogul Cuisine for Lunch and dinner capacity

80 seats
 Bukhara; Open-air restaurant for Barbecue Dinner capacity

150 seats
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Pearl Continental
 Royal Elephant; The only authentic Thai Restaurant in town,

serving you the true taste of Thailand prepared exclusively for
you by our expatriate Chefs. Open seven days a week for buffet
lunch and Ala-carte dinner. Three private dining rooms are also
available for exclusive family or business meals.
 The Club; Located in business center, for club members only
capacity 38 seats
 Room Service; Round the clock
 7 to 11; Popular Priced Restaurant
 Ice-Cream Parlor; Round The Clock
Business Center
Round The Clock Business center consists of two boardrooms and 3
offices. For in office dining facilities, “The Club” located in the
Business Center offering dining facilities for 38 persons.
(For members only)
Recreational
Facilities
Separate facilities for ladies and gentleman with Jacuzzi, Tennis and
squash Courts.
A large temperature controlled swimming pool with under water
music, combined with amphitheatre set in beautiful land escaped
gardens.
Shopping
Arcade
Located at Mezzanine floor, consists of 68 shops offering a wide
range from High Fashion to Bukhara Carpets.
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Pearl Continental
Parking
Parking area is located at the Southern end of the building, provides
the parking facility for approximately 850 cars
Currency Exchange
Our cashier at the reception will be pleased to convert your foreign
exchange into Pak. Rupee. Please note, we do not sell foreign
currencies.
Doctor
Services of a doctor are available round the clock, through reception.
Courier Services
Your urgent documents and parcels can be rapidly dispatched
worldwide.
Conference & Banquet

Facilities
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Pearl Continental
The crystal room,

Measuring 11500 sq. ft. can be divided in three
sections by sound proof moveable partition; can accommodate
1350 guests in theatrical style.
The Emerald Meeting Room,
Measuring 5100 sq. ft. can be divided
in three sections by sound proof moveable partition, can
accommodate 540 guests in theatrical style.
Pre-Function area,
Measuring 7600 sq. ft. it can accommodate 540 guests for reception.
Shalimar Lawns
Shalimar Lawns ideal for open air banquets, measuring 16000 sq. ft.
with capacity of 1250 guests for reception.
WINGS
There are two wings
a) Atrium Wing (New Wing)
b) Mall Wing (Old Wing)
Pastry Shop
A pastry shop is also situated at Pearl Continental for sweet, different
types of cakes & spicy items.
Flower Shop
You can get different type of flowers to share your pleasure at
different occasions.
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Pearl Continental
Laundry / Dry Cleaning

It has laundry department for dry cleaning facility not only to the
hotel’s guest but also to the outsiders.
Available Equipment
Hotel has the following audiovisual facilities;
1. Video Projection System
2. Screens
3. Magi Board
4. Flip Chart
5. Laser Pointers
6. Over heads Projectors
7. Slide Projectors
8. Integrated P/A System
9. Data Base
10. Tape Recording Equipments
Photographer
The Convention Department can arrange fort the hotel appointed
photographer. Subject to prior arrangement photographs taken during
the function, can be delivered with in three hours.
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Pearl Continental
Hospitality
Desk
A hospitality desk can be placed at your disposal in the area
designated to that effect. We would wish fort the following rules to
be followed by your personnel at the hospitality desk;
 Proper attire at all times
 No smoking, drinking or eating
 Not engaging in any activity foreign to their duty
 The pattern of display signs needs prior approval
Safes
The hotel declines all responsibility for belongings and valuables.
Safe deposits boxes are available at the reception desk.
Credit
American express
Master card
Visa card
Diner’s card
JCB
Habib Bank
Muslim commercial bank
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Pearl Continental
Unicard
ORGANIZATIONAL
HEIRARCHY
General Manager Director Sales

Peter f .Eyssens Farhan Zia
Night Manager Director HR

Zahid Hussain Zahidi Madam Rizwana
Ececutive Secretary Landry Manager

Rehana Yousaf Naveed Hussain
Deputy General Manager IT Manager

Syed Hasseb A.Gardazi Shaid Waqas
Secretary Front Office

Tayyabe Qureshi Asim Ali
Executive House Keeper

Director Industrial affairs Shahid
Rashid Ahmad Chadhry
Shopping Arcade
Manager External Affairs
Hamid Masood Malik Executive Chief
Anjum Javed
Reg. Chief Engineer
Tahir Bashir Purchase Manager
Bilal Ahmad
Director F&B
Nadeem Chadury Credit Manager
Zafar Bashir
Director finance
Mohammad Amir Sec manager
Shaid Bashir
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Pearl Continental
Purchase Manager HR Manager

Bilal Ahmad Aliya Randhawa
HRD Manager Public Relation Manager

Nadia Afshan Arif
FUNCTIONAL
DEPARTMENTS
Pearl Continental Hotel is one of the best hotel of Pakistan. All credit
goes to the functional department of hotel, whose dedication and
dexterity has been the one vital source of success of this venture.
Some major departments and their function are discussed,
namely.
HR department
 Front office department
 Public relations department
 Finance department
 Laundry department
 Reservation department
 Account department
 House keeping department
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Pearl Continental
 Security department
 Engineering department
 The Privilege club
 Restaurants
PERSONNEL
DEPARTMENT
I foresee a brighter future for the hotel industry and I am determined
that Pearl Continental Hotel will lay a vital role in promotion of tourism
in Pakistan. I can accurately state that any organization, which runs
excellently, is due to constituted body. So in this respect personnel
department play basic and effective role in operation of any
institution.
The major role of this department is perhaps more accurately

conveyed by the term Human Resource Management department.
At Pearl Continental Hotel this include,
• Recruitment and selection
• Training and practice
• Employees benefit scheme
• Salary & payroll fixation
• Employee’s matters
• Termination and turn over
• Performance appraisal
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Pearl Continental
FRONT OFFICE
DEPARTMENT
Front office has first impression on numerous customers. Their role is
very sensitive that customers are satisfied. In Pearl Continental Hotel
front office is divided in four sections.
1. Reception Counter
2. Reservation Counter
3. Restaurant cashier counter
4. Concierge
Reception Counter
Reception performs following functions;
Information to customers
Telephone information
Contact with the rooms
Scrolling register
Preparation of the key cards
Make up calls
Room keys handling
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Pearl Continental
Reservation
Counter
Reservation through telephone
Reservation through faxes & telex
Reservation confirmation
Reservation changing
Reservation Cancellation
Reservation finalization
Reservation through sales
Reservation through internet
Hotel-to- Hotel Reservation
Confirmed through telexes
Group handling sales

Airport pick & drop services arrangement
Reservation correspondence filling
Preparation of reservation slips
Guest’s allotment
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Pearl Continental
Restaurant cashier counter

Recording bills
Meals recording of in house gusts
Making bills
Bill transferring
Feeding in computer
Outsider’s guest cash collection
Cash transfer to general cashier
Concierge
In Pearl Continental Hotel guest are not treated only through
accommodation and dining but also a parting different services like;
• Room service dry cleaning facilities
• Room service iron facilities
• Postal service
• Apart in service
• Bellboy service
• Providing different information
• First aid
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Pearl Continental
Guest Relation
• Welcome to guests
• Receiving V.I.P. Heartedly
• Advance booking record
• Handling misc. problems
• Room checking
• Proper cards
• Room service
Business Center
It has direct relations to different business centers. In – house and
other guests find a new and full fledged round the clock Business
Center, conveniently located in the Atrium lobby, offering full
secretarial services.
The professional and well- trained staff of the business center is
proficient in the use of computers and complete audiovisual facilities,
available at the disposal of guests. Two boardrooms and three private
offices complement the center. The Club, an exclusive dining facility.
The Business Center has been introduced to provide privacy and
recognition in a private Club ambience. It features a Sam bonnet
trolley service for Breakfast, Lunch, Dinner and Snacks with a “Menu
Du Jour” also available. The club is open to members only.
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Pearl Continental
Rent A Car
Pearl Continental Hotel provides rent a car service to the tourists. A
separate office is given to this department. Various functions
provided, these includes;
1. Rental car arrangements
2. Air port pick and drop service
3. For Reservation purpose
4. Maintaining bill and forwarding to front office
HR DEPARTMENT
Human Resource
Manager
Assistant Manager
HR Coordinator Senior HR Officer Senior HR Officer
HR Officer HR Officer
HR Officer HR Officer
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Pearl Continental
Hotel business mostly depends upon public relations. Management

try to have positive image in public, so because of this Pearl
Continental Hotel maintains a separate food office for public relations
department. This department performs following important functions:
 Organizing advertising companies
 Conveying protocol on arrival of VIP’s
 Publishing pamphlets, bulletin
 Organizing festival
 Functions
FINANCE
DEPARTMENT
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Pearl Continental
Director Finance
Purchase Mng. Finance Mng.

Manager
Senior Purchase Purchase

Purchase Officer Officer
Officer
Purchase department is a part of the hotel because every demand of

each department of the hotel in which purchasing is involved is done
through this department. This department deals all the requirements
of the hotel. Through purchasing department all requirements
whether inside or where ever needs of anything fulfills the
requirements. Multi needs are for;
 General store
 Engineering store
 Food and Beverage dept. All multi things needed for rooms
and requisition of different departments
Purchase manager himself visit to the market and collect, different

samples and quotation at least three and chooses one for placing
order after the approval of G.M. Quotations are also called by
advertisement in newspapers. Purchasing manager prepare list and
send to front receiving office. On receiving goods this office clerk
records in bin cards and kept in the store. The different departments
adopt same process.
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Pearl Continental
Purchase Balance
Purchasing dept. is not dependent on other department s. they do not
require any report from submission to accounts departments, for final
checking. But purchase dept. has to be very careful about quality
control of anything. Purchase Manager has some particular with
himself. This balance serves as payment to the outsiders to sellers
and vendors if something purchased in emergency. End of day he
checks and maintains balance as required.
FOOD AND BEVERAGE

DEPARTMENTS
Food & Beverage department covers Food & Beverage. It has three
sub department:
1. Food controlling dept.
2. Beverage controlling dept.
3. General store dept.
Cost controller receives vouchers from finance department. Two

vouchers are used for cost controlling.
1. General employees
2. From VIP account
Amount written on it will less from total cost of consumed. While it

will be added in total sale price. Cost controller maintains different
types of report and statements.
1. Food reconciliation report
2. Beverage reconciliation report

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Pearl Continental
3. Comparison of consumption
4. F & B cost march
Cost controller collects all documents like:
Purchasing & receiving reports from store controller.
Sale report e.g. coffee corner, Bar BQ, Room service, Banquet,
Health food.
Reports are vouchers of employees Meal + entertainment.
They compile all these reports and make reconciliation statement +
price fluctuation report.
THE PRIVILIGE
CLUB
Manager
Assistant Manager
Coordinator Coordinator Coordinator
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Pearl Continental
The Privilege Club of Pearl Continental Hotel provides many privilege

to its members. It issues a Gold Card and supplementary card to
attain privilege.
LAUNDRY
DEPARTMENT
LAUNDRY MANAGER
Assistant Mng. Assistant Mng.

Manager
Supervisor Supervisor Supervisor
Laundry department is a part of the hotel because every demand of

each department of the hotel in which laundry is involved is done
through this department. This department deals all the requirements
of the hotel. The hotel is claiming that it has Pakistan’s biggest
laundry set up. The department also has two collection centers in
Lahore city. They also maintain the data base of every collection that
from where it has been taken and what kind of operation it need.
They have all automated machines taken from United States. The
department also claim 5 times for the damage or any other defect in
the cloth. it contains following main functions
 Room to room Collecting
 Entering in data base
 Cleaning the clothes
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Pearl Continental
 Taking back to Room
 Efficiency
ACCOUNT DEPARTMENT
Account department plays controlling role in any organization. Hence
almost every document route through this section. This provides an
opportunity to have check and control on the various departments of
the hotel.
Pearl Continental Hotel

Account
Account department of Pearl Continental Hotel works under the
supervision of Controller Finance, who is also the head of Finance
Division due to the absence of General Manager Finance.
Account
Department
This department is divided into eight sections
1. Finance section
2. Credit receiving section
3. Purchase section
4. Dispatch section
5. Sales section
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Pearl Continental
6. Cash section
7. Income auditor
8. Payable section
HOUSE KEEPING DEPARTMENT

House keeping department is responsible for the cleanliness of the
hotel including guest rooms, public areas, corridors, restaurants,
lounge, laundry and uniform dept. are also under their jurisdiction
also.
The department is functioning with its first and foremost objective to

clean each internal and external corner of the hotel. They look after
the banquet lounges, health and VIP rooms.
The department has supervisors, sewing machine operators, laundry
attendant, and assistant housekeeping manager. Manager of
housekeeping department is the one who is responsible to manage in
such a manner to provide luxurious house keeping with minimized
costs.
Linen
House keeping is also responsible for all linen arrangement in the
hotel. This includes storage, issuing replacement and repair.
Housekeeping manager considers it worthwhile to do most of their
laundry and linens maintenance themselves.
Laundry Maids
Laundry hotel and guest, organizing linen for the laundry
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Pearl Continental
House Porters.
Moving linen and other housekeeping supplies, heavy or difficult
cleaning light maintenance.
SECURITY DEPARTMENT
There have always been security needs whenever services are

rendered, but traditionally this has been restricted to privilege. In
modern era service organization have seen increasing sophistication
of the security system
Offset new and unexpected challenges.
Some of the functions performed by this department are.
♦ Physical safety of guests
♦ Safety of guest’s belongings
♦ Safety of hotel premises from criminal acts
♦ Control of Pilferage
♦ Control of illegal occupancy of rooms by guests
♦ Control of unauthorized use of rooms
♦ Parking control
The Pearl Continental Hotel organization has put into effect

procedures where the security department is authorized to inspect or
search any individual even the Assistant General Manager.
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Pearl Continental
ENGINEERING
DEPARTMENT
Under the veneer of the hotel façade the proverbial engine which
keeps the operations literally afloat. The engineering function as
glamorous as other functions, but just as important, the engineering
department is responsible for:
1. HAVC (Heating, ventilation, and air conditioning)
2. Electrical System
3. Telephone exchange system
4. Audio/Video system
5. Plumbing system
6. Communication network
7. Computer system
8. Refrigeration system
9. Kitchen equipment
RESTAURANTS
The Pearl Continental Hotel offers a wide variety of international and
local cuisine to suite all moods and taste.
ROYAL
ELEPHANT
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Pearl Continental
The only authentic Thai Restaurant in town, serving you the true
taste of Thailand prepared exclusively for you by our expatriate
Chefs. Open seven days a week for buffet lunch and Ala-carte
dinner. Three private dining rooms are also available for exclusive
family or business meals.
NADIA TEA LOUNGE

Light mouth watering snacks and traditional afternoon te4qa served in
elegant yet comfortable surroundings.
MARCO POLO
CAFÉ
Savor tantalizes flavors from both Continental and Pakistani cuisine,
prepared and presented to ensure a memorable culinary experience.
BUKHARA
Sizzling specialties straight from the grill served in a colorful and
festive environment.
DUMPUKHT
Royal Moguls Cuisine for lunch and dinner.
IS PC AN ORGANIC OR MECHANISTIC
ORGANIZATION?
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Pearl Continental
PC is purely an organic organization as all the condition for the

organic organization is present in it as they state
 Our organization is use and flexible
 We have division of labor
 The lose structure enables us to change rapidly as required.
 We are more formalized and standardized.
PLANNING
As we all know that for the success of any organization or anything

planning play very important and vital role
.
DECISION-
MAKING
The decision-making process in PC is decentralized. The model used
is dynamic and flexible, whereby the top management takes their
time while making decisions and explore and evaluate all the possible
alternatives before choosing the rationally economic and feasible
solution.
Programmed decisions are made by both the lower and top
management with proper consultation with the lower managers while
the daily and routine decisions are made by the line managers at the
middle level with the prior permission or approval from the general
manager.
In decision making process manager of a department can take steps

to make small planes but these plans should not be affecting the
much to the department.
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Pearl Continental
CONCEPT OF PLANNING
IN PC
PC uses approximately all horizons for Planning including:
• Short term
• Long term
• Strategic Planning
Short term
In PC hotel short term planning means that every manager of a
department can take steps to make small planes but these plans
should not be affecting the much to the department as planning
need some crucial steps, the department manager discuss it with
his upper management and also take suggestions from his
employees too. In case of the over all hotel planning the hotel
administration 1st discuss it with lower management and take
suggestions from the employees and then start operating on it.
Long term
The long term planning is more like the strategic planning which is
taken by the Board of Governors
STRATEGIES OF PEARL CONTINENTAL

HOTEL
38
Pearl Continental
When we talk of strategic plan we mean plans that are organization

wide, establish overall objectives and position in organization in terms
of its environment.
Here we will discuss different strategies adopted by the management
of Pearl Continental in different departments.
Strategic Planning
Without a strategy the organization is like a ship without
a rudder, going around in circles. It’s like a tramp that
has no place to go to.
Joel Ross and Michael Kami
“The process of developing and

maintaining a strategic fit between the organizations goals and
capabilities and its changing marketing opportunities.”
It relies on developing a clear mission statement supporting

objectives, a sound business portfolio and coordinating functional
strategies. As we know Pearl Continental has a strong image among
five star hotels and has an established name in the hotel industry.
Pearl Continental has an effective strategic planning at its centralized
and decentralized levels. It has defined its goals and objectives at
every level and tries to compete with the changing marketing
opportunities.
The strategic planning of the hotel is turned into detailed supporting

objective that guide the whole hotel. Each separate division of the
hotel decides what portfolio of the business and services is best for
the hotel and how much support to give each separate division. Each
separate division and services rate must develop detailed marketing
and other department plans that support the wide plan of the hotel.
39
Pearl Continental
The effective strategic planning originates:
 To be the market leader

 Commitment for their employees in developing their
career
 Innovation
 To maintain excellent services based upon our heritage of
 To maintain excellent services based upon our heritage of
 To strive to consistently meet and surpass guest,

employees and other stake holder’s expectations
 The standard of the services must meet the expectation of
the consumer
 The standard of the services meet the expectations at the

international level
 To launch a new service while holding cost to its minimum
 Meeting all the needs of the consumers
A strategic plan, then, is the bridge to the future, which an

organization uses to lead from what it is to what it envisions it can
become.
SWOT Analysis
Strengths:
1. We are the market Leader.

2. We have a strong backing from Hashoo Group.
40
Pearl Continental
3. We have a very strong and established network of

hotels.
4. We are a global brand.
5. Our brand is well established and popular among
customers.
6. PC management very much takes care about
employees training.
7. Strong IT infrastructure
Weaknesses:
1. We deal in hotel which is very crucial so in the case of

defection we have to bear great loss.
2. We are still striving for 5 star hotel’s luxuries.
3. It involves a huge investment.
4. Some of our competitors give some luxurious facilities
to their guests.
5. Staff Politics and salaries
Opportunities:
1. We are the introducers of this concept (Privilege Club)

so we have a unique identity.
2. We are just approaching 5 star hotel standards.
3. We will have great market share of this industry.
4. We have a great Image in the mind of the people.
5. We have discussable goodwill.
6. We deal in standardize and imported material.
7. There is significant development in tourism industry.
Threats:
1. We are the introducers so it is threat that whether we

will be popular or not.
2. We have great 3 of competitors like Avari,
Ambassedor which are growing.
3. People may ignore us and can join the competitors.
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Pearl Continental
4. Due to expensive trend we may be flop.

5. Political and terrorism effects on hotel industry.
Planning Tools and

Techniques
In order to make better plans, one needs to have it in some better
fashion and order. To do so, there are many tools and techniques are
used which the PC management uses for there
Planning like Gantt Chart, Load Chart and Pert Diagram.
HRM
OBJECTIVES OF HRM
• Recruiting quality people in the hotel.

• Invest significant resources in selecting, training and rewarding
employees.
• Provide guidance to all departments in the selection and
recruitment of new employees.
• Regularly appraise the performance of the employees.
• Continuously motivate and monitor the performance of the
employees through reward and correction procedures.
• Monitoring disciplinary actions of the employees and take
necessary actions according rules and regulation.
• Monitoring punctuality of the employees and keeping the record
of leaves and other personal documentation of the employees.
• Managing all the benefits which are give to employees
• Job analysis for all departments
FUNCTIONS OF
HRM
• Recruitment
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Pearl Continental
• Selection
• Training and development
• Compensation and Benefits
• Motivation
• Promotion
• Attendance
•
RECRUITMENT
Recruitment is the first part of the process of filling a vacancy. It

includes examination of the vacancy, the consideration of sources of
suitable candidates, making contact with those candidates, attracting
application from them, short listening, interviews and finally induction
of the selected candidates within the budget of the department
company.
Objectives:
The objective of this policy is to established standards
and provides guidance, in order to enable the organization to hire the
right people.
Procedure:
A vacant position occurs mostly as replacement of
employees who have left the company or as a part of some new or
increased activity/expansion or re-organization. The PC does not
waist much money in advertisement for recruitment because they
have walk in candidates. so two days a week interviews are
conducted at PC hotel, which are Tuesday and Wednesday.
Selection Method
In PC hotel we have only selection method which is interview.
Interview:
• 1st interview from the candidate is taken by the HR manager. it
may be scenario based, then Head of department of relevant
department & HR Management and final interview is conducted
by G.M.
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Pearl Continental
For an interview they have a panel,

• HR Manager
• Head of department of relevant department & HR Management
• CEO
Interview is a mixed type of interview; we ask the candidate general
question and also specific question related to his field.
Orientation Program
After joining every employee has to go
through an introduction program. Normally this orientation period is of
1 week but for senior manager it is for one to 1 week or long. We
send them in different departments in different timings. the orientation
kit given to each employee stated about expectation from both sides
WHAT WE EXPECT FROM YOU!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
• A DAY’S WORK FOR A DAY’ PAY.

• Your commitment to good service standards.
• Concern for the guests, Your fellow employees and cooperation
with your Seniors.
• If you put in 100% in it the sky‘s the Limit.
WHAT YOU CAN EXPIECT FROM US!!!!!!!!!!!!!!!!!!!!
• Proper training, so you know how to do your job.

• Good working conditions.
• Reasonable compensations for your efforts.
• Recognition and reward for a job well done.
• Respect and constant communication with your senior
management
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Pearl Continental
TRAINING AND DEVELOPMENT

At PC on the job training is given the utmost importance we have a
performance evaluation system. We evaluate employee’s jobs,
personalities and performance. Job are evaluated by their immediate
managers and counter signed by the seniors. We also identify lacking
after discussion with the concern employee. On the basis of this
evaluation we identify the areas where the employees are lacking and
they suggest recommendation for training. We use a performance
appraisal form and use a different dimensions for evaluate
performance. As we are the market leader so we need to have skilled
and well trained staff. Our every waiter or room server knows the a bit
English language because our most of the guest are from foreigners.
We believe in cross department training
THESE ARE SOME THINGS WHICH CAN BE DONE TO MAKE

YOU FLY HIGH!!!!!!!!!!!!!!!!
• Smile
• Treat all guests a VIPs
• Guest is a priority(No matter how busy you are)
• Call guest by mane.
• Guest is always right.
• Maintain cleanliness,
• Grooming and posture should be presentable.
THINGS WHICH CAN GET US IN

TROUBLE.
• Smoke, eat drink, chew gum, whistle, hum or sing in the
lobby or any public area.
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Pearl Continental
• Stand in groups and casual conversation with your co-

workers.
• Shout or talk in public areas.
• Allow personal friends to visit you at the hotel.
• Spit in any area.
• Say anything negative about the hotel.
• Enter other departments, public areas, or guest floors unless
requited.
COMPENSATION AND BENEFITS

Benefits:
We have a regular analysis system and a performance appraisal

system. For this they have committees who meet once a month to
discuss the performance of the employees.
We have performance appraisal method which we conduct 2 times
annually for the new employee and annually for the old one and give
them increment and benefits.
♦ Bonuses
♦ Annual Increments
Rules and Regulation Policies

Pays:
• Payday is last day of every month.
• Overtime is double the hourly rate of pay
WORK SCHEDULE
• 9 work hours in one shift

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Pearl Continental
• One day off during the week
BRTESKS AND MEAL PERIODS
• 1 meal and 2 tea breaks in one shift

• 30 min for lunch/dinner.
• 15 min for each tea/breakfast
• Meals in staff cafeteria only.
LEAVE
• Casual(Maximum 3)
• Sick(Medical certificate for 3 or more)
• Earned(Minimum 7)
EMPLOYEE SATISFACTION
SURVEY
Pearl Continental Hotel conducts an Employee Satisfaction survey
on annual basis. The Survey targets permanent employees of PC
with a view to determine their current satisfaction level on various
categories.
This survey mainly focuses on the following objectives:
• To measure, learn and improve the organization performance

• To ensure that the employees are moving in the right direction
in order to fit in the future
• To listen and build upon the feedback from all employees
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Pearl Continental
• To ensure that we are creating a successful working

environment in which innovation can thrive
• Commitment of the top management to follow up on the
employee satisfaction level
This year the survey result is more than 80% satisfaction level.PC
conducted this survey with the help of a private firm. The top
management of PC feels that it is important that they keep the
employees motivated and take initiatives to increase their
satisfaction level
LEADING
LEADERSHIP STYLE
The general manager of the company is at the topmost position in the

organizational hierarchy; Even though he is not directly involved in its
operations he is responsible for taking major administrative decisions
regarding the company policy and Operations. Departmental
managers are responsible for leading and directing their
subordinates. These leaders focus on these areas:
 Increasing their employee’s efficiency

 Empowerment
 Resolving Conflict
 Providing facilities
 Managers motivate minimum-wage employees
 Directing them to right way
 Motivation
Encouraging the employees to give new ideas so as to increase the

customer satisfaction.
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Pearl Continental
As there is a very high degree of delegation and participation so they

believe that the leadership style used in all the departments of PC is
democratic. Subordinates are given a fair treatment and are dealt in a
very good manner so as to give them a feeling that you are not only
an employee but also a member of the family.
The managers at CCBPL are very supportive as they treat
subordinates as equals, and have a highly open communication
system. They are participative since they encourage the involvement
of the employees in decision-making and make use of group
discussions. However, some monetary and non-monetary rewards
are used to create a high involvement from the employees especially
at the lower level.
MOTIVATION
Employee motivation is given a very high consideration at PC.The top
level management of the hotel believe on the theory of Z(Japanese
school of thought)In PC the employee’s salaries are not so high so it
is because of the motivation which keep them enthusiastic and
committed to their duties as they are working with their family
members. In order to motivate their employees some mangers also
work with the employees like as we reached in laundry department,
the laundry manager was working as like lowest level employee.
Related manager take care of every employee’s family matter and try
to help him or her because they know that the employee who have
problems can not work properly. In PC they usually give the
promotion from within organization according to the employee’s
previous performance. Promotions are bestowed on the performance
basis. This performance base motivates employees to work hard and
achieve the goals, which are very objective and are perceived
achievable by most of the employees.
Managers play a vital role in motivating employees as they give them
the timely feedback about their activities. They also help them solve
different problems, which can be job related or personal problems.
Working environment and a challenging milestone are a major factor
in employee motivation at PC. The hotel has reward system which
includes monetary awards such as,
Employee of the Month award
Employee of the Year Award
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Pearl Continental
CONTROLLING
As control is important for all organizations, so it is equally
important for PC. The control is important for the following reasons:
• To check whether things are going as they were planned.
• To avoid wrong use of empowerment by employees as well as
the management.
• It is also important to protect hotel from some sudden crisis, the
market place of hotel, security alerts etc. Just as that of 9/11.
The companies, who had comprehensive control, had less
disruption of their business.
Controlling Performance of PC Employees
The hotel does not use the whole controlling process to monitor
activities and performance. It just measures the performance of the
employee and managers take
Immediate actions to correct the deviations and inadequate standards
found in the
Performance.
1 Measuring the performance:
The managers measure the employee performance by personal

observations, oral reports by supervisors and co-workers of the
employee. By using these sources, managers can get firsthand
comprehensive, formal
and unfiltered knowledge of employee performance.
The managers, by using these sources, get information about
the behavior of employees at work place, absenteeism rates,
employee satisfaction, turnover etc.
2 Taking necessary actions:
The managers in hotel do not go to the step of comparing; they directly

move towards to take necessary actions so that the employee
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Pearl Continental
performance can be corrected. Sometimes managers take direct actions

at once, at the time of mistake, so as to correct that mistake. And
sometimes they take basic corrective actions to eliminate the source that
had caused the deviation. Taking immediate actions the managers at
once
• The managers ask the employee to correct his performance at

once. The managers might warn orally and at times, if
deviations are frequent, written warning to employee to correct
his performance so as to avoid frequent deviations
THINGS WHICH CAN GET US IN

TROUBLE.
• Smoke, eat drink, chew gum, whistle, hum or sing in the lobby
or any public area.
• Stand in groups and casual conversation with your co-workers.
• Shout or talk in public areas.
• Allow personal friends to visit you at the hotel.
• Spit in any area.
• Say anything negative about the hotel.
• Enter other departments, public areas, or guest floors unless
requited
For the controlling purpose PC hotel has defined some rules and
restrictions for their employees who are not take interest in their
duties and also can not participate in organizational goals
Lack of courtesy towards the guest

Continues violation of policy
Insubordination or disobedience
Frequent tardiness and absenteeism
Non cooperativeness with fellow employees
With full destruction of property
Drunkenness or use of drugs
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Pearl Continental
Absence without leave for more than 10 days

Abusive towards guest or employees
Theft fraud or dishonesty
Striking work or inciting others to strike work
Profit Objective
A major distinction among service provider is whether or not they
seek financial profit. Hotel industry makes strategic marketing
decisions based on potential return on investment.
The basic purpose of Pearl Continental in the hotel industry is to

achieve maximum profit of the business. The location, services,
equipment and target potential groups of the hotel are chosen with an
eye to making a profit.
Consumer Type
Services firms have both consumers and organizational customers.
The services are identical in some cases but different marketing
strategies are required for the different customers.
Pearl Continental hotel has two types of clients:
 The Regular Corporate Client
 The General Client
Seventy five percent of the hotel’s business depends on the

Corporate Client. Many large organizations have a contact with the
hotel and their clients regularly avails the services of the hotel.
Seventy percent of the tourists are regular corporate clients of the
hotel. They come here and avail the services for business purpose or
for recreation. There is another type of customers that is the general
clients of the hotel. These customers come here for the recreation.
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Pearl Continental
So the hotel has a different marketing strategies for the corporate

clients and different for the general clients.
SUGGESTIONS AND
RECOMMENDATIONS TO PEARL
CONTINENTAL HOTEL
In my point of view Pearl Continental Hotel should have its own book
of manual in which authorities and functions regarding to designation
will be clearly described. This would result in democratic type of
management and avoid rebaptism.
Company policies shall be clearly defined and planned which result in
efficient management and progress over the night.
Balanced rates for rooms and food items shall be charged, keeping in
view the other competitors in local hotel industry like
Holiday Inn
Avari Lahore
Ambassador
Lower workers should be influenced by the higher management for

better results.
The Pearl Continental Hotel organization doesn’t maintain and
encourages performance excellence in form of monetary terms.
There is a formal performance appraisal form for all employees, and
this is tied to a reward system. It is my view that there are severe
problems with the performance appraisal form in that it is very
subjective in nature. Because of the subjectivity the system can lead
to gross errors, and since this is linked to reward system, the error is
not only perpetuated but exaggerated. They have now a computer
information system which very efficient but they need to spread
through all the departments.
The layout of some offices should be improved.
The travel guides should be appointed for visitors especially for
foreigners.
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Pearl Continental
Bibliography
 Aliah Randhawa HR Manager

 Madam Tanzeena Training Manager
 Madam Rizwana Didector HR
 Naveed Hussain Laundry Manager
 Javed Bhatti Engineer
 Mr Naeem Virk Protocol Officer
 Mr Noshab Trainee Shef
 Mr Salman Trainee Manager
Official web site:

( www.pchotels.com )
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Pearl Continental

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Pearl Continental

It is dedicated to those who killed their children only because

Through the courtesy of the Prof. Shela Shoaib we

have tried our best to make this report comprehensive

The Hashwani Group (owner of PC) is a well known business house

As Every body is familiar with the name of Pearl Continental. It has a

and required a lot of supervision management and finance for the

THE “NEW” PEARL CONTINENTAL

Hotel is equipped with the latest technology in fire detection and

meting, a major convention never has there been a more versatile

Telex; 44877 – 44167 PEARL PK

Its Mission Statement can be defined as.

“Our mission is to be the hotel, recognized as the leader in the

The hotel is trying to achieve there best to attract new customers as

2nd thing is to commitment for their employees up to their best level

The motto of each mission statement is:

 To be the market leader

 Commitment for their employees in developing their

 To provide services and Standards

The hotel is running with the help of mission statement. The

Basic Goals And Objectives Of

 To maintain and add to its identity

 To maintain excellent services based upon our heritage of

 To strive to consistently meet and surpass guest,

 The standard of the services meet the expectations at the

 To launch a new service while holding cost to its minimum

 Meeting all the needs of the consumers

In the hotel industry, Pearl Continental has a complete image about

Pearl Continental &

 Taipan; Chinese restaurant for lunch and dinner capacity 88

 Nadia Tea Lounge; For Hi Tea capacity 28 seats

 Dumpukht; Royal Mogul Cuisine for Lunch and dinner capacity

 Bukhara; Open-air restaurant for Barbecue Dinner capacity

 Royal Elephant; The only authentic Thai Restaurant in town,

 Room Service; Round the clock

 7 to 11; Popular Priced Restaurant

 Ice-Cream Parlor; Round The Clock

Conference & Banquet

The crystal room,

There are two wings

a) Atrium Wing (New Wing)

b) Mall Wing (Old Wing)

Laundry / Dry Cleaning

1. Video Projection System

6. Over heads Projectors

8. Integrated P/A System

10. Tape Recording Equipments

 Proper attire at all times

 No smoking, drinking or eating

 Not engaging in any activity foreign to their duty

 The pattern of display signs needs prior approval

Muslim commercial bank

General Manager Director Sales

Night Manager Director HR

Ececutive Secretary Landry Manager

Deputy General Manager IT Manager

Secretary Front Office

Executive House Keeper

Purchase Manager HR Manager

HRD Manager Public Relation Manager

 Front office department

 Public relations department

 House keeping department