Project:

PEARL CONTINENTAL HOTEL LAHORE

Course Name:

Graduate Diploma in Hospitality Management

Batch No:

GDHM -01

Presented To:

Miss Sumreen Baber

Presented By:

Zaid Hamid (Group Leader)

Muhammad Aroos Ahmad

Adeel Ahmad

Submitted Date:

March 22ND, 2016

 ACKNOWLEDGEMENT

Starting with the name of ALLAH, the most beneficent and the most merciful

Whose blessings are abundant and favors are unlimited.

As a matter of fact, the people tend to forget those who are behind their achievements and
have to stand for them whenever they need assistant. Our gratitude will be meaningless if we
are not grateful to almighty ALLAH for his kindness upon us. His benevolence and blessings have
made us capable.

We are extremely thankful to our course instructor Miss. Sumreen Baber who spent a lot of
valuable time with us and gave all the related information and expertise generously related this
project.

Thanks to the PC Hotel assistant manager of Sales and Marketing Miss. Rania and training
coordinator Mr. Shoaib and training employee Miss. Mehak who gave us all the information of
the related property for this project.

And special thanks to PC Hotel HR-Manager Hussam K Qasmi, who organized the seminar for us
in the hotel out of his busy schedule.
Table of contents:

Welcome Note To Associate.

Executive summary.
Properties in Pakistan
Vision
Mission
Location.
History.
Conference and meeting halls.
Details of Department .
Front office
Room Division.
Food and Beverage.
Restaurants..
Human Resource Department.
Sales & Marketing..
Accounting...
Security
Other Facilities
Marcom Plan
Plan & Promotion.
 Pearl Continental Hotel Lahore

Welcome note to associate:

Welcome to one of the most innovative hotels of Pakistan, where art and originality
elegantly combine to offer you some rare spectacles. Located in a busy district, the sparkling
faade and chic environment will fill you with wonder.

Imagine an experience created to meet your every desire, where you are much more than the
name of register-where service is not just a word it is a way of being. The styles surround you
and make you feel sophisticated. You can actually feel the vibes of glamour, movie stars and
intellectuals that give Lahore a vibrant history.

Pearl Continental Hotel Lahore possesses a legacy that makes you realize that there is no place
like this-yet your experience is essentially and uniquely here.
Executive Summary:

Over the year PEARL CONTINENTAL HOTEL LAHORE has gained the reputation of providing
variety of foods in different restaurants and managing outside caterings. It is one of the largest
hoteling properties in Pakistan and has all the attractions and historical places around it. P.C
Hotel provides all the facilities which a guest expects. It has 8 restaurants and 2 local and in
house bars. P.C Lahore is the greatest revenue generator in the hospitality industry of Pakistan.
Most of the surrounding hotels lag far behind PEARL CONTINENTAL HOTEL LAHORE in
standards because it has always been choice for budget meetings seminars symposium,
conventions, wedding, training courses cooperate meetings and courses. Many top corporate
sign long term contracts with P.C Lahore for their conventions and other events.

Company Profile:

Pearl continental is one of the largest chains of hotels in Pakistan. Its located in more than 6
cities:-

Properties of Pearl Continental Hotels across Pakistan:

Pearl Continental Lahore

Pearl Continental Karachi
Pearl Continental Rawalpindi
Pearl Continental Peshawar
Pearl Continental Burbank
Pearl Continental Multan (Upcoming)

HOTEL ONE:
P.C Lahore also has economical class hotels for customers with the name of Hotel One. It was
founded in 2006 by Hashoo group for economical class business or leisure travelers. It has
branches in more than 8 cities of Pakistan.

Purpose:

The main purpose of P.C Hotel is to provide quality service assurance to its customers
and to meet customers demand in a way they want or expected them to be meant.

Vision:

We are committed to dynamic growth and service excellent, built upon our heritage of
traditional hospitality. We meet the expectations of the guest, the employees and other
stakeholders.

Well opens the doors: youll store whats in store.

We feel pride in making efforts in position Pakistan in the forefront of International

arena.

Mission:

Our mission is to be the hotel recognized as the leader in the industry in an aspect. We are
committed to train and develop all our staff members allowing them to grow in their carriers
and provide service and standards which exceed guest expectations

The mission statement clearly shows that it aims at becoming world-class leader in the service
industry. It also shows that the management at PEARL CONTINENTAL HOTEL LAHORE believes in
an exceptional workforce to their custom.

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 however; when Hashoo Group acquired PSL in 1985 it changed the name of hotels
to Pearl Continental Hotels and became the largest and the oldest five star hotel chain of
Pakistan.

In October 1985, all the inter continentals 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 Pakistan chain which has achieved excellent international
standards of services, quality and product.

Location:

Pearl Continental Hotel, Lahore located within a Shahrahe Quaid-e-Azam (The Mall). The hotel
offers a 5-star accommodation with free Wi-Fi and floor-to-ceiling windows. A free transfer is
provided to and from Lahore International Airport.
Pearl Continental Hotel, Lahore is a 6-km from Lahore Railway Station and 16-km from Allama
Iqbal International Airport. On-site parking free.

Contact us:

Pearl Continental Hotel Lahore.

Shahrahe 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
Details of Department:

1. FRONT OFFICE

Front office personnel play a central role in coordinating resources and services designed to
meet the guest needs. Its the time, a guest makes a reservation and arrives at a hotel through
the time he or she departs. It is the mirror of the hotel.

Guests generally have more contact with front office staff than with any other hotel department
staff; as a result to many guests, the front office is the hotel.

Guest will contact front office staff with questions, requests, comments, and complaints.

Front office staff members who effectively anticipated, respond and address these challenges
help exceed the expectations that the hotel guests have.
PC Lahore has special training programs for training of front desk officers as it is the most
important section of a hotel. Our customers will always find these front desk officers with a
smiling and courteous manner.

The staff of PEARL CONTINENTAL HOTEL LAHORE is always courteous and friendly to his guests
They passes smiling to his guest and make a good eye-contact with their.

They provide all of the facilities to the customer mentioned above. They care their customer like
their own family to make them important.

2. ROOMS DIVISION

Room division is the largest revenue generating department in any hotel.

Pearl Continental Lahore has 607 rooms. These rooms are divided in different categories and
these are:

Business Pearl rooms

Business Deluxe rooms
Business Deluxe Executive rooms
Business Suites
Executive suites
Royal Suites
Deluxe Suites
Pearl Suites
Presidential Suites

The Rent of these rooms is as follows:

All bedroom features are:

Electronic key system

International direct dialing
Wi-Fi
Data port
Safe deposit boxes
Satellite T.V channels
Mini-bar
Fruit baskets
To make sure the guest safety and security, all bedrooms are equipped with smoke detectors
and water sprinklers.

Banquet Halls:

Pearl Continental Hotel Lahore has 5- banquet halls in which people arranged their functions
and wedding ceremonies. The Pearl Continental Lahore can cater to any size of business and
3meet customers requirements .Service is at fingertips with staff motivated to perform their
perfection.
Following list provides the name of all the Banquet halls :

Crystal Hall
Palace Hall
Kohinoor Hall
Shahi Khema Hall
Pearl Hall

Conference and meeting Halls:

In Pearl Continental Hotel Lahore, there is also a conference centers and meeting halls in which
governmental and private conduct meetings for their employees and the staff of Pearl
Continental Hotel Lahore provide good services to them.
Conference Centers Meeting Halls

3. FOOD & BEVERAGE OPERATIONS

 It is second revenue generating department in a hospitality organization.

Staff of Pearl Continental Lahore works when it comes to superior service and wowing guests.

Managers are leaders and leaders involve their teams in the day to-day operation, suggesting
better ways to serve the guests and delivering to guests their very best.

Service styles, pre-shift meetings, suggestive selling and up selling, anticipatory service and
teamwork are all present in those operations that set out to do what it takes to satisfy guests.

Staff members are the most important resource in food& beverage operations, yet their labor
cost must be controlled.

From banquet to catered events, and from in-room-dining to on-site managed food and
beverage operations, the ultimate goal is to build guest loyalty and enhance the operations
relationship with each guest.

Kitchen:
PC Lahore has one of the biggest production areas in the hospitality industry. It is spread over
an area of 6000Square meter with a working staff of over 350 persons. The kitchen is
segmented into different sections for better efficiency and management.

Butcher Shop:

PC Lahore has a very fine butcher shop which produces large amount of meals on daily basis for
restaurants and banquet halls. Estimated 30 goats are consumed each day. The butcher shop
has all the state of the art facilities and machinery for cutting and grinding purposes. All the
food for marriage functions is also marinated here.
 4. RESTAURANTS:

There are many different types of different restaurants in Pearl Continental Hotel Lahore
which provides excellent services to the guests according to their need and demand. From
Italian to Chinese all kinds of varieties are available.

1. Bukhara Restaurant:

It is a branded cuisine reflecting Lahore richs culinary heritage. This luxurious setting decorated
with Mughal paintings, takes you back that Royal Mughlai kitchens, famous for the most exotic
and finest food for royal families served here:

Assorted kebab
Chicken Tikka
Rumalai roti are all flavours of Lahore on a plate.
1. Sakura Restaurant:
Sakura is the cherry blossom and the national flower of Japan that has captured the hearts of
many.
We invite you to share our passion for all things Japanese. Signature dishes, hand crafted from
the heart, for the love of traditional and new style Japanese cooking. Our concept of dining is
family style, dishes to be shared and served as they are prepared. Some raw or seared, and many
cooked in the different traditional methods. Your server will describe our new signature dishes
and recommend combinations that you may choose according to your preferences. The dishes
are portioned so you may taste a variety of dishes in quick succession. The dcor of Sakura is in
synchronicity with the elements of Air, Water, Fire and Earth. Open for lunch and dinner.
 2. Marco Polo Restaurant:

Marco polo features contemporary, cosmopolitan menu that unite influences from around the world
while honoring traditional lahori favorites. The striking interior design of this elegant restaurant is
distinguished by its floral wood paneling, marbling in midnight brown and deep fuchsia chandeliers. A la
carte and fixed-price menus are offered, along with Daily Specials that closely follow the flavours of the
particular season.
 3. Dumpukht Restaurant:

Like the nawabi (princely) culture from which it's drawn, the food and style at this restaurant are subtle
and refined. The vast repertoire of food includes delicately spiced meals packed with flavours: biryani,
delicious kebab and the special raan-e-dumpukht, a leg of mutton marinated and stuffed with onions,
cheese, and mint, bound to melt in your mouth... you are transported back into time of the Mughal
period.
5.Taipei Restaurant:

Dine in the splendor of South East Asia. Fun, fresh and surprisingly affordable, Taipan,
with its exciting and enticing open show kitchen, bridges the gap between fast food and fine South East
Asian dining. The delectable menu features all the region's favorites complemented with authentic
ethnic drinks, juices and desserts.

6.Covo-The Italian Kitchen:

The Italian food to be enjoyed in a classy and comfortable is in COVO. Chefs get
the freshest of fresh herbs, pasta and cheeses that melt when eaten in a delicious variety of crusty pizzas
and pasta dripping with sauces. COVO also served juicy local and imported steaks. Restaurant is on two
levels and has an ambiance perfect for small or large private get together. Open for dinner only, seven
days a week.

The Italian Kitchen

7. Nadia Coffee Shop:
Frequented by Lahores intelligentsia, Nadia Coffee shop is adjacent to the magnificent Hotel
lobby. It features contemporary fare appetizers, sandwiches and a wide selection of mouth-
watering pastries. In keeping with the citys coffeehouse tradition, a range of coffees is served,
along with scrumptious afternoon teas. The inviting and stylish ambience, enhanced by the
melodious tunes, provides an ideal opportunity to see and be seen.

8. Caf Latte:
Caf Latte is a swank heaven offering Coffee menu alla moda. The sharp espresso, classic
Cappuccino, wild and exotic mocha, earthy, and aromatic Latte with soft gooey biscuits are all
irresistible and delicious refreshments served here throughout the day. It is the best place to
loosen your tie after a hard day in the field or for a catch-up chit chat.
 4. HUMAN RESOURCE DEPARTMENT

Human Resource is an ever-changing field. Keeping up with it is mandatory for hospitality

business leaders for a variety of reasons, including remaining in compliance with government
regulations and developing an effective hospitality service organization.

There are several information-related issues at hand for Pearl Continental Hotel Lahore of
primary importance is the human resource department that has the capability of performing
functions such as: Job analysis, recruitment, training and development, performance appraisal,
setting compensation policies and providing safety and health to their employees. This report
covers all the aspects of the human resource management concepts presently applied in PC. On
the basis of observation it has been extracted that Human Resource in PC is highly motivated
due to the perfect conditions provided to them.

Focusing on the HR department, although PC has maintained strong culture throughout the
organization yet weve observed that nevertheless needs some improvements which will aid it
in availing the opportunities and be more competitive.

The Pearl Continental Hotel human resource works on 4Ms:

Men Human Resource

Money Financial Resources
Material Infrastructure
 Media Information Resource

The main focus of Pearl Continental Human Resource Department is right people for the right
job on right time and place.

The basic function of PC HRM is:

Job Analysis
Recruitment &Selection (Hiring )
Training & Development
Performance Management
Compensation & Benefits

Number of Employees:
PC Lahore has more than 1500 employees working in different department. All the
employees are well trained and educated. They have done their work that meets the
expectation of their guests.

5. Sales and Marketing Department:

Sales and marketing department is one most important department of Pearl Continental Hotel
Lahore. It is divided into two divisions

I. Sales Division
II. Marketing Division

Sales Division:

Sales division focuses on the sales strategic of the hotel. It focuses on the target points to
achieve the goals of the hotel. The sales division also works on strategic to increase in sales
and income of the hotel.

Marketing Division:
 The marketing division focuses on the promotions and marketing of the hotel. It focuses on
the different promotions and packages for their reliable customers to give them more and
more facilities.

6. ACCOUNTING DEPARTMENT

A hotels accounting department monitors the financial activities of the property. Some
hotels use off-premises accounting services to complement the work of these internal
accounting division. In this case, the hotels staff collects and transfers data to a service
bureau. PC Lahore has strong accounting with top class auditors for maintaining the balance
sheets. The night auditors make sure that all the transactions occurred in the particular day
are recorded properly and promptly. The accounting division success depends on close
coordination with the front office.

7. SECURITY DIVISION

PC Hotel provides state of the art security facility to its valuable customers. Every employee at
the hotel is concerned about the safety and security of hotel guests, visitors and there is a
special security division for foreign customers. A team of security force is established outside
the Hotel to ensure the safety of the guests.

Security is everyones responsibility. PC Hotel provides its colleagues and guests with not only a
friendly atmosphere but also one that is safe and secure.

OTHER RECREATION ACTIVITIES

Other Attractions in P.C Lahore are:

Gymnasium
 Health Club
Fashion Shows
Small Sport Complex
Swimming Pools
Basant Nights
Shopping Facilities
Rooftop BBQ

Gymnasium

Swimming Pool
Plan and Promotions:

Pearl Continental Lahore offers various types of plans and promotions to its regular and new
customers. Discounts are given to corporates and companies for their events. Up to 50%
discounts are offered to the customers who plan long term relations with the hotel. Special
promotions are made on national events or International days.

MARCOM PLAN:

Marketing communication are the tools which a company uses to deliver a range of promotional
messages to its target markets.

Business uses a range of marketing communication to promote their companies, their products
and their services.

Examples of marketing communication tools are:

Brochures
Websites
Magazine
Newspaper
Sales promotions
Exhibitions
Personal Selling

The Main purpose of marketing communication is to provide information to your target

audience in a way that encourages a positive, or buying, response.

Pearl continental Lahore has a very broad marketing plan which targets its audience of all
demographics. The main targets are corporate and business travelers which offer 50% of total
sales. The word is spread for promotions and sales through different mediums.

Occupancy rate of P.C Lahore is 95.9% due to its effective marketing plan. It is the leading
revenue generating hotel in all over the Pakistan.

A very effective team of professional marketers is hired to serve the purpose of marcom plan.
How does Hotel works:

The Hotel works with the help of number of departments. Each department has to be effective
and efficient in order to be productive and up to the mark. The most important department of a
hotel is the front office department. The staff on front office should be very courteous and
friendly to the guests. A rigid or misbehaving staff can be disastrous for a hotel. Benefits should
be given to workers in the hotel so that they may enjoy their work instead of doing it forcefully.

Proper auditing should be done regularly to keep the accounts in balance and for maintaining
the records at the end of the year.

Role of Sales & Marketing:

Sales and marketing has a very important role in the success and failure of a hotel. A successful
marketing team can lead a hotel from bottom to top within no time.

SALES AND MARKETING SERVICES:

Supervision by corporate VP of sales & marketing

Guided development and implementation of marketing plan

Advertising and marketing coordination

Coordination of attendance at appropriate trade shows and cost sharing with

participating hotels

Sales and marketing training at regular sales meetings and annual hospitality conference

Tools and systems for effective tracking and implementation of programs

 Reviews and approval of specific marketing strategies, programs, and print materials
(brochures, ads, flyers)

Corporate reviews of monthly sales reports

Participation and membership in key sales related organizations (i.e., National Tour
Association, American Bus Association, Hospitality Sales and Marketing Association, and
Society of Government Meeting Planners)

Assistance with recruiting, interviewing, hiring and development of sales staff

Sales training via webinar

Observations and Recommendations:

According to our observations Pearl Continental Lahore is one of the largest and most beautiful
hoteling industry in Pakistan. It has all the state of the art facilities and amenities a hotel could
provide to its customer. The Staff of the hotel is very courteous and helpful to its customers the
way it should be. The security system is highly effective and safe for its customers.

Few things which we would like to recommend are that there are few areas in the hotel which
needs to be improved and rectified. First of all the main structure of the hotel needs to be
repaired as it is aging by the time.
 Comments Page
Well request you to write your comments below:

Mian Shahid Mehmood (Executive Director)

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Mr.Naveed Saddiq Alvi (Head of F&B)

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Miss Sumreen Babar (Course Instructor)

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Group Photo at Pearl Continental Lahore