Upload
naveed-ahmed
View
752
Download
1
Embed Size (px)
Citation preview
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 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
Page | 1
HRM INTERNSHIP REPORT ON HOLIDAY INN, MULTAN
"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 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
Page | 2
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.
Page | 3
HRM INTERNSHIP REPORT ON HOLIDAY INN, MULTAN
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.
Page | 4
HRM INTERNSHIP REPORT ON HOLIDAY INN, MULTAN
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
Current Holiday Inn Logo used from 2009-present
Page | 5
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.
Page | 6
HRM INTERNSHIP REPORT ON HOLIDAY INN, MULTAN
ABOUT HOLIDAY INN CLUB VACATIONS & THE HOLIDAY INN CLUB
HISTORY OF HOLIDAY INN AND THE FAMILY OF ORANGE 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.
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.
Page | 7
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 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.
Page | 8
HRM INTERNSHIP REPORT ON HOLIDAY INN, MULTAN
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.
They communicate openly.
They have integrity.
They are committed to winning.
Page | 9
HRM INTERNSHIP REPORT ON HOLIDAY INN, MULTAN
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.
Page | 10
HRM INTERNSHIP REPORT ON HOLIDAY INN, MULTAN
Organization: Selected in Hotel Holiday Inn Multan
Bilz (Pvt) Ltd
Holiday Inn Multan Hotel
Page | 11
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:
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.
Page | 12
HRM INTERNSHIP REPORT ON HOLIDAY INN, MULTAN
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
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.
Page | 13
HRM INTERNSHIP REPORT ON HOLIDAY INN, MULTAN
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 individually because the markets are changing
dynamically day-by-day. For motivation Mr. Salam goes into the market with his teams.
Page | 14
HRM INTERNSHIP REPORT ON HOLIDAY INN, MULTAN
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.
Page | 15
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
They all belong to the same family; therefore this is family company which is
being run by the owner and his wife and children.
Page | 16
HRM INTERNSHIP REPORT ON HOLIDAY INN, MULTAN
Page | 17
HRM INTERNSHIP REPORT ON HOLIDAY INN, MULTAN
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
Page | 18
HRM INTERNSHIP REPORT ON HOLIDAY INN, MULTAN
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
Page | 19
HRM INTERNSHIP REPORT ON HOLIDAY INN, MULTAN
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
Page | 20
HRM INTERNSHIP REPORT ON HOLIDAY INN, MULTAN
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
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.
Page | 21
HRM INTERNSHIP REPORT ON HOLIDAY INN, MULTAN
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.
Page | 22
HRM INTERNSHIP REPORT ON HOLIDAY INN, MULTAN
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
Page | 23
HRM INTERNSHIP REPORT ON HOLIDAY INN, MULTAN
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
Page | 24
HRM INTERNSHIP REPORT ON HOLIDAY INN, MULTAN
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.
Page | 25
HRM INTERNSHIP REPORT ON HOLIDAY INN, MULTAN
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 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
Page | 26
HRM INTERNSHIP REPORT ON HOLIDAY INN, MULTAN
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:
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.
Page | 27
HRM INTERNSHIP REPORT ON HOLIDAY INN, MULTAN
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:
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.
Page | 28
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.
Page | 29
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.
10. Telephonic contact is used to collect the data.
11. Email not much.
Page | 30
HRM INTERNSHIP REPORT ON HOLIDAY INN, MULTAN
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
&
Designation
B.S
Current official
Address (Including
City)
Telephone, E-Mail Res Address
Off: Res Mobile Permanent Postal
11. HRM team prepared job Description (JDs) and conducted an organization wide Training
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.
Page | 31
HRM INTERNSHIP REPORT ON HOLIDAY INN, MULTAN
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
Cost effective system
Internal Control
Communication
Special Assignment
HR Audit
Page | 32
HRM INTERNSHIP REPORT ON HOLIDAY INN, MULTAN
9. STRUCTURE OF THE HRM DEPARTMENT:
Please see Exhibit
01
1. Number of employees working in HRM department
Page | 33
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.
Page | 34
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.
Page | 35
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.
Page | 36
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
As regards the training priority Out of the scale of 1-3,
1 = very low priority
Page | 37
HRM INTERNSHIP REPORT ON HOLIDAY INN, MULTAN
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:
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.
Page | 38
HRM INTERNSHIP REPORT ON HOLIDAY INN, MULTAN
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.
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.
Page | 39
HRM INTERNSHIP REPORT ON HOLIDAY INN, MULTAN
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.
o The incentive scheme hardly motivates an individual or team for efficient and
dedicated performance.
Page | 40
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.
Page | 41
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
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.
Page | 42
HRM INTERNSHIP REPORT ON HOLIDAY INN, MULTAN
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 Management
5 4 3 2 1 11 M L
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 Employees Training and Development
5 4 3 2 1 11 M L
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.
4 Current Level is better than requirement.
Page | 43
HRM INTERNSHIP REPORT ON HOLIDAY INN, MULTAN
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 QualitiesCommunication Skills Intelligent Analytical Skills Vigilant MS Word and Excel Efficient
HardworkingTrustworthy Alert & InquisitivePhysical Stamina
The End
Page | 44
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:
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
Page | 45
HRM INTERNSHIP REPORT ON HOLIDAY INN, MULTAN
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:
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.
Page | 46
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 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
Page | 47
HRM INTERNSHIP REPORT ON HOLIDAY INN, MULTAN
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.
Page | 48
HRM INTERNSHIP REPORT ON HOLIDAY INN, MULTAN
Page | 49
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
Page | 50