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Presented to : Sir Zargham Ullah Khan M.B.A (Pb), L.L.B.

Project: On HR department of AVARI HOTEL Lahore

Presented by:

Aroosh Mehmood M10MBA026

Saba Sabir M10MBA049

Aqsa Iftikhar M10MBA065

Neelam Parveen M10MBA070

Misbah Amjad M10MBA061

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TABLE OF CONTENTS

1. ACKNOWLEDGMENT…...................................................................... 52. INTRODUCTION OF AVARI INTERNATIONAL HOTEL............. 63. FOREWARD…………………………………………………………… 64. VISION...................................................................................................... 75. MISSON.................................................................................................... 76. OUR BASICS............................................................................................ 87. INTRODUCTION OF AVARI LAHORE.............................................. 98. HISTORY AND BACKGROUND OF AVARI LAHORE.................... 99. BRANCHES OF AVARI INTERNATIONAL HOTEL........................ 1010. FACILITIES PROVIDED IN THE HOTEL…...................................... 1311. OBJECTIVES............................................................................................ 1312. STRUCTURE OF HR DEPARTMENT……………………………….. 1313. FUNCTIONS OF HR DEPARTMENT…………................................... 1414. RECRUIEMENT....................................................................................... 1515. SOURCES OF RECRUITMENT…………............................................. 1616. JOB ANALYSIS......................................................................................... 1717. JOB EVALUATION.................................................................................. 1818. SELECTION............................................................................................... 1819. INTERVIEW…………………………………………………………...… 1920. ORIENTATION.......................................................................................... 1921. TRAINING AND DEVELOPMENT…………………………………… 2022. PERFORMANCE APPRAISAL................................................................ 2123. BENEFITS .................................................................................................. 2124. BENEFITS AT RETIREMENT/TERMINATION…………………….. 2225. COMPENSATIONS……………………………………………………… 2326. HEALTH AND SAFETY............................................................................ 2327. AWARDS & RECOGNITION................................................................... 2428. SWOT ANALYSIS...................................................................................... 2629. OUR RECOMMENDATIONS.................................................................. 2830. CONCLUSION............................................................................................ 29

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ACKNOWLEDGEMENTS“Starting with the name of ALLAH the most beneficent and the most merciful whose

blessings are abundant and favors are unlimited.”

As a mater a fact, people tend to forget those who are behind there achievements and

have stood 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.

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INTRODUCTION

Avari Hotels is founded in 1944 and is a Pakistani chain which manages hotels in Pakistan, Dubai,

and Toronto, Canada. It was founded by Dinshaw Avari and is now run by his son Byram Dinshawji

Avari, the CEO of Avari Hotels Ltd, and his two sons Dinshaw and Xerxes. Avari's three hotels in

Pakistan are the Avari Towers, Karachi, the Avari Lahore, and the older Beach Luxury Hotel in

Karachi. All hotels offer accommodation, restaurants and outdoor dining.

Portraits of Dinshaw Avari and his wife Khorshed hang in the entrance lobby of the Avari

Towers Hotel in Karachi,Lahore where the two largest function rooms are named after them -

Dinshaw Mahal and Khorshed Mahal.

FOREWORD

There are several information-related issues at hand for AVARI HOTELLahore 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 AVARI HOTEL. On the basis of observation it has been extracted that Human

Resource in AVARI HOTEL is highly motivated due to the perfect conditions provided to them.

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VISION

“Together we can make the difference.”Perfect co-ordination guarantees maximum performance.

MISSION STATEMENTWe aim to provide all our guests outstanding quality and comfort with genuine friendliness and

professional warmth,surpassed by none.

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Standard To Achieve Our Mission

Unconditional team work and communication.

Being Fair with our guests and with our colleagues.

Personal responsibility

For oneself

For property

Protecting assests and identifying defects

For knowing the product

For making guest complaints your own and recoeding them properly to prevent

a repeat occurrence.

Salesmanship being everyone’sresponsibility

Always talk positive about hotel

Sell services of hotel

Being profitable

OUR BASICS Always greet a guest warmly and sincerely,with eye contact and using guest name if

and when possible.

Always smile sincerely

Always present your self in a professional manner.

Proper footwear,clean and polished

Correct name tag

Clean,neat,and properly fitting uniform

Always be ready to help a guest

Always use appropriate language when talking to guests and colleagues

Always follow safety rules

Always report hazards to your supervisors

Always treat your colleagues

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AVARI HOTEL LAHORE

INTRODUCTION

Industry :Hospitality, Tourism

Founded :1962

Headquarters :Karachi,Pakistan

Key people :Dinshaw Avari:Byram Dinshawji Avari (CEO):Dinshaw & Xerxes Avari (Managers)

General manager

H.R Manager

Products

:Mr. Qasim Jafri

:Mr.Awais Khan

:Hotels, resorts

Website :www.avari.com (Pakistan)

The AVARI HOTEL , Lahore is a five star hotel located on Sharah-e-Quaid-e-Azam, on the same

stretch of road as the Alhamra Arts Council, Lahore Zoo, Pearl Continental hotel and the Parliament

building.

HISTORY AND BACKGROUND OF AVARI LAHORE

The year in 1905 Two Italian gentleman,Falettis and Nedous,start building a hotel in

Lahore.Completed in 1908,named the Nedous,this hotel is not only in the heart of the city,but also in

the heart of history itself,as it belongs to the daughter of Mr.Nedous,who marries Sheikh Abdullah,the

late president of post partition Kashmir.

In 1947,after the independence of Pakistan,Nedous was not run as hotel,but was turned into

numerous small offices.

In 1961,Nedous was auctioned to the late Mr.Dinshaw Avari and after extensive

renovations,Park Luxury Hotel came into existence in 1962. 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, Magalia Badshahi Mosque, Magalia Shalimar

Gardens, Polo Club, Gymkhana Golf Course, Alhamra Arts Council, Lahore Museum, Quaid-e-

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Azam Library and Race Course Park which are within 10 km radius of the Hotel. The point of

interest for the guest also includes Wahgah Border.

Total 80 rooms,50 of which were suites,park Luxury boasted of 5 dining halls,a lobby,card

room,billiard rooms,garages and 150 rooms for servants.Each of the 50 suites, besides a huge

bath offered attached dressing and sitting rooms,alongwith their own servant room and a

parking garage!”Vadera” (rich landlords) and businessmen were the usual clients.

Year 1970 saw the end of this grandeur as this building was demolished according to a contract with

the Government.The foundation stone for the present hotel was laid on September 23rd 1973 and was

inaugurated on January 3rd 1978,in association with Hilton International for 10 years.Hilton

International Lahore operated as one of the only two five-star Hotels in Lahore.

On October 1st 1988,this contract to an end and the management of Hilton International Lahore

reverted back to the owners, Avari Hotels Limited.

The Avari Hotels in Lahore and Karachi now portray a new corporate logo with the name Avari Lahore

and Avari Tower Karachi.

BRANCHES OF AVARI INTERNATIONAL HOTEL

Location

The 20 story, 236 rooms & suites, newly renovated hotel is located in downtown Karachi near major cultural attractions within walking distance of shopping and commercial centers. Just 30 minutes drive from Jinnah International Airport via car-shuttle with a straight approach through the main highway Shahra-e-Faisal.

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Location INTRODUCTION

Beach Luxury Hotel is ideally located adjacent to the central banking & business district (I.I. Chundrigar Road) and close to the port and other commercial areas. It is still the only resort hotel in the port city of Karachi, established on March 21, 1948, being the first internationally-acclaimed hotel established after Partition in Karachi.

The Hotel is the only one in Karachi (for that matter, in Pakistan) set amongst lush tropical gardens and palm trees, offering unique views of the creek leading to Karachi Harbour, 100 acres of natural mangroves, variety of birds in their natural setting and the most fabulous winter setting sun!

Location

The 5 star Avari Islamabad is scheduled for soft opening in late 2012.Avari Xpress is ideally located in the heart of business hub with easy access; 30 minutes away from International Airport, 5 minutes from city Centre Shopping Malls and close to all major landmarks including the glorious Faisal Mosque. Due to its location, Avari Xpress has become an ideal choice of travelers.

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Location

This hotel is not only in the heart of the city,but also in the heart of history itself .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, Magalia Badshahi Mosque,

Magalia 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. The point of interest for the guest also includes Wahgah Border.

OverviewLocated just minutes away from Dubai International Airport near the Clock Tower in Deira, this 4-star hotel offers a convenient location to the business and commercial areas of Deira. Near to the Deira City Centre, guests will enjoy the convenience of shopping.LocationLocated near the Clock Tower in Deira, Avari Dubai is just minutes away from Dubai International Airport and Deira City Centre Shopping Mall. The hotel is within walking distance from Al Rigga Metro Station and the famous Dubai Creek.

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FACILITIES IN ALL BRANCHES OF AVARI HOTEL

Business Center Wireless Internet Banquet Facilities Conference/Meeting

rooms 24-hour front desk Family rooms Luggage storage Designated smoking area Express Check-In/-Out 24 Hour Room Service

Currency Exchange Fitness Center Swimming Pool Massage Services Sauna/Spa Billiards Barber/Beauty Salon Laundry/Dry

Cleaning Tour Desk Babysitting Service Car Rental

Parking Facilities for the Disabled Airport shuttle VIP room facilities Shoe shine Fax/photocopying Concierge service Shuttle service (free) Shuttle service (surcharge) Special Diet Menus (on

request) Trouser Press

HR DEPARTMENT AT AVARI HOTEL LAHOREThe HR department is headed by Mr.Awais Khan in AVARI HOTEL Lahore. Their

human resource department is located in the employee cafeteria and along with the other HR

offices.

OBJECTIVES OF THE HUMAN RESOURCE DEPARTMENT

Job analysis

Selection

Recruitment

Orientation

Training

Review benefits

STRUCTURE OF HUMAN RESOURCE DEPARTMENT AT AVARI

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Human Resource ManagerAssistent ManagerHR ExecutiveHR OfficerCafeteria Supervisor

ROLE OF HR DEPARTMENT AT AVARI

“Organization needs people and people need organizations.”

Since AVARI Hotels are a part of the service industry, the HR element of the organization is

fundamental and carries a great value. We interviewed Awais Khan who is the HR

Manager at Avari Hotel Lahore regarding the role of HR department in avari. He provided us

with his valuable time to brief some important aspects of Avari’s HR practices.

Human resource plays a vital role in the smooth running of an organization. The total

numbers of employees working for AVARI HOTEL Lahore is approximately 562.

Although AVARI HOTEL segregates its employees and their duties in departments, the

individual employees work together as a team to provide the guests with exclusive services.

They view their guests as their first priority and provide them with an everlasting experience.

They struggle hard to maintain the nation’s most exciting hotel experience. Collectively they

provide the guests with such services that the client re-discovers the simple pleasures of life.

FUNCTIONS OF HR DEPARTMENT AT AVARI HOTEL

Like all other HR Departments Avari’s HR Department is responsible for managing all the

activities related to Human resource.

Avari has the following Human Resource Management functions

Personnel planning

Recruitment

Selection

Interview

Orientation

Training

Performance appraisal

Benefits & Compensations

Health & safety

AVARI HOTEL’S HR ROLE IN EXECUTING STRATEGY

Avari hotel’s functional strategies support its competitive strategies. To play a

role in executing strategies Avari must require highly committed employees which are the

part of the Avari culture. This means Avari, begins its HR processes to create a committed,

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competent, and customer-oriented workforce.Hotel’s HR department supports strategy

implementation in many ways. When HR played a strategic role it becomes a good

culture of Avari.

HR’S ROLE AS A STRATEGIC PARTNER

HRD also play a vital role in making strategies with other departments as well. They make their

own forecasting plans. Our view is that Avari hotel’s HR is strictly operational and that HR

activities are not strategic but it can help organization in making strategies. HR can also

adapt the strategies made by the organization for them. Mostly the top

managements craft the strategies of the organization. The strategies made for the HR dept.

are then programmed to execute that strategy. For Avari Hotel’s strategies there is a

matching human resource strategy.

RECRUITMENT

RECRUITMENT AT AVARI

RECRUITMENT PROCEDURE

The organization recruiting procedure is based on the nature of Job. What kind of the

job is it? Is it job for labor or some managerial level? It depends upon the kind of work

job contains, for permanent employees is different, contractual is different.

Then according to the requirement, job specification and job description is

prepared by the HR manager. The immediate supervisor has to actually tell about the

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Employment Planning & forecastingRecruiting: Build a pool of candidatesApplicants complete application formUse selection tools: Interview to screen-out applicantsDirector or department head interview final candidates to make final choicesCandidate selected as employees

place to be full-filled. HR manager then has to consult with GM .After the

proposal has been discussed the approval is given.

AVARI does not re-hire employees which have gone. They prefer fresh

graduate’s employees.

Job posting is maximum of 9 months and minimum of 3 months. During this period

if the hired employee is found to be unsuitable the next most suitable

candidate is called from the waiting list to replace him.

They hire permanent, monthly basis employees.

The organization does not go for child labor as it is unethical and against the policies of

major business firms.

They provide 100 % Diversity (Equal opportunity to both genders).

Applications from candidates are kept in separate files according to the job titles and

use whenever there is a vacancy available.

Recruitment and selection is the process of:

“Creating a pool of well qualified and talented candidates and choosing the best

candidate from that pool.”

The recruitment and selection process in an organization has to be aligned with

the corporate mission and objectives.

RECRUITMENT PRACTICES AT AVARI HOTEL

AVARI HOTEL has standard a list of jobs that are filled in accordance with international

standards. However these lists are not permanent and new jobs are added to it keeping in

view the changing needs of the workforce. A new vacancy in AVARI HOTEL may arise

because of the need to replace the retiring staff, dismissed staff, promoted staff or replacing an

employee on job rotation.

In case a department needs to fill in a vacancy, head of that particular department sends a

requisite form to the Human Resource Manager. The form contains specifics, e.g. whether the

position is for a new employee or a replacement, qualifications required for the job and its

respective justifications. This requisition form is sent to General Manager respectively for their

approval.

SOURCES OF RECRUITMENT AT AVARI:

1) INSIDE CANDIDATES

As soon as a position is vacant a memo is issued throughout the organization.

The employees interested in the vacant position drop their application forms at HR

department. The other source for internal candidates is referrals.

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2) OUTSIDE CANDIDATES

There are no means used for attracting the outside candidates. AVARI makes no

advertisements. The word of the mouth from the existing candidates does the job

of getting out side candidates. Internees are one of the sources of the outside candidates.

INTERNEES A SOURCE OF OUTSIDE CANDIDATES

Basic requirements for internees are the hotel management degrees and

diplomas/certificates in hotel management. The referred candidates are given priority.

Minimum duration of internship is one month whereby internees are not paid. Free food and

laundry services are however provided.

JOB ANALYSIS At AVARI job description is prepared for only managerial level post. The job description is

written by the HR department, the employees who are performing/ has performed the

specific job make their contributions by listing down their activities in provided

diaries/logs & then presenting them to the HR department which consequently writes

down the specifications for the personnel required

.

a) JOB DESCRIPTION

Job descriptions are lists of the general tasks, or functions, and responsibilities of

a position. Typically, they also include to whom the position reports, specifications such as

the qualifications needed by the person in the job, salary range for the position, etc. Job

descriptions are usually developed by conducting a job analysis, which includes

examining the tasks and sequences of tasks necessary to perform the job. Job descriptions

are used especially for advertising to fill an open position, determining compensation and

as a basis for performance reviews.

In AVARI HOTEL , the job description contains:

Skills and Efforts

Tasks

Responsibility

Outlines of the Duty

Whom to Report the Task

Everything is mentioned in it for the employees in a very detailed manner.

b) JOB SPECIFICATION

Once you are aware of the type of person you are looking to fit your job vacancy, you can

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now design a "Job Specification" profile.

In AVARI HOTEL , the job specification includes:

Qualification of employee

Experience of employee

Training or development needed for the particular job

Personal attributes required for the job

Interpersonal skills and communication skills.

JOB EVALUATION Job Evaluation is the methods and practices of ordering jobs or positions with respect to

their value or worth to the organization.

According to AVARI HOTEL following factors are considered important while making

job evaluation which is:

Complexity of the Job.

How much Stress one can Bear.

Available Budget for Compensation.

Experience Required for the Job.

Company Need for the Employee for that Job.

Abilities required performing a Job.

Method used for Job Evaluation

According to AVARI HOTEL , the method used for Job Evaluation is as follows:

Classification Method

Ranking Method

Point Method

AVARI HOTEL use Classification Method when an employee is performing well and

has a chance to get promoted with the same position but at higher level.On the other hand

AVARI HOTEL believes that there hierarchy is flat in nature. Due to which they consider that

the pays varies according to the position of the hierarchy. The top management will get more

salary as compared to employees of middle management. According to this policy AVARI

HOTEL is also following ranking method.

SELECTION Selection varies according to the job post. At AVARI for some jobs (i.e. chefs) they use work

sample testing technique, whereas the basic criteria for testing and selection listed are:

Appearance & Grooming

Professional Qualifications

Experience & Knowledge of Job applied for

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Communication Skills in English

Balance Poise & Maturity

Potential for Growth

Reasoning & Judgment

Computer Skills

SELECTION PROCEDURE AT AVARI

Firstly they trickle downs the CV’s. Then call only those for the interview which have

been selected.

Selection is based on the eligibility of qualification and experience. If the

candidate has the qualification and experience according to the job specification then he

is called for the interview.

Minimum qualification is matriculation for the lower level staff. And the

minimum Qualification is bachelors for the upper level staff.

They avoid negligent hiring because they are running five star hotels.

INTERVIEW Step by step procedure is followed in the interviews. The candidate is

first interviewed by the assistant manager of AVARI and then the HR Manger.

This interview is unstructured, the HR manager asks frequent question to screen out

the eligibility and potential of the candidate. After conducting interviews from all the

candidates he prepares a list of the capable candidates.

The second step, in this step the selected candidates are called again

for the structured interview which is to be conducted by head of the

particular department.

In such interviews general knowledge questions which are related to the job are asked

from the candidates. And also the behavioral based question that what

would be the behavior and how a candidate would be performing in a

given certain situation. This helps them to judge the personality, temperament, attitude,

and the minimum stress could be handled by the candidate.

For top level they also have Panel interview.

ORIENTATION New employees of 2 days orientation program. The employee is given a brief

introduction of the hotel, about every department, working environment in which he has

to work, and of the work related colleagues.

The employees are also provided with the job description of their work at the time

of orientation, which guides them for there services they have to provide, and also

introduced to the rules and regulation of the hotel.

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Tell the difference in the dress code of each employee from top to bottom.

Teach them that each employee should respect the privacy of another employee.

TRAINING & DEVELOPEMENT Steps used for the training and development of employees at AVARI HOTEL are as follows;

They provide training their employees on the job and also off the job.

In Pakistan very few organizations are able to provide trained workforce for the hotel

industry in accordance with international standards. The human resource

department of AVARI HOTEL has to recruit and select the trained as well as

untrained candidates and train them according to their own needs.

AVARI hotel also use different Training centers .

Safety training is also provided to the employee.

TRAINING APPRAISAL

After training, the trainee performance is appraised by the immediate supervisor. The

immediate supervisor in AVARI HOTEL evaluates trainee performance on trainee’s

assignment, tests and on the job work. This appraisal is very important and it helps a lot in

judging trainee’s behavior. This appraisal also helps to evaluate employees for promotion.

This appraisal shows trainees:

Ability/Desire to learn new things.

Knowledge.

Leadership qualities.

Quality Consciousness.

Discipline.

Attitude.

Flexibility.

Personality.

Strengths.

Weakness.

The immediate supervisor gives his remarks (assessment) according to trainees work and

also attaches his tests and assignments during training with that form.

These appraisal forms are sent to HRD for re evaluation and they keep these forms as a

record of employee’s performance.

PERFORMANCE APPRAISAL PROCESS AND METHODS

Appraisal is essential for enhancing the productivity of employees and to bring quality

improvements in the overall performance of the organization.

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At AVARI appraisal is done by the head of the specific department whose employee is

being appraised. The appraisal method used at AVARI is “Behaviourally Rating Scale”.

Employees’ promotion (or demotion) is finally approved by the HR Manager.

Appraisals are conducted every year.

The most important factors that are considered while appraising an employee are:

Appearance

Conduct

Professional Work

Leadership & Teamwork

Planning & Organization

Initiative & Creativity

Communication

Training Skills

Business Attitude & Operational Performance

Achievements of Objectives

Besides this they also consider their customers feedback regarding

employee performance in order to bring quality improvements.They maintain comment

boxes and also E-room for their feedback about the services.

An immediate supervisor plays an important role in performance appraisal. The actual

appraising is done by the immediate supervisor of each employee. After rating an

employee the supervisor consults with the HR manger and then both of them decide

how much to compensate each employee and who is to be promoted?

When an employee is promoted, he/she is required to meet the new

post requirements. For example qualification, the employee is ought to

assure that he/she is the student of the required program.

BENEFITS & COMPENSATIONS AVARI provides some kind of benefits and services to its employees in order to facilitate them.

BENEFITS:1. WORK SCHEDULE:

Work schedule differs for different posts as managers are required to be present at office

timings. For operations employees the facility of flexible work schedule is available that

is in three shifts. One day is off during the week.

Occasional need of putting in some extra work hours is informed and employees are paid

accordingly.If an employee works all 7 days a week the department head is supposed to give

him 2 days off in the next work week in order to compensate.

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2. BREAKS AND MEAL PERIODS:

AVARI supply free meals & tea to employees during working hours.

• 1 meal and 2 tea breaks in one shift

• 30 min for lunch/ dinner

• 15 min for each tea/ breakfast

Employees are given special discount packages on food

3. LEAVES:

The leave structure of AVARI is as follows:

• Casual (Maximum 3)

• Sick (Medical certificate for three or more)

• Earned (Minimum 7)

All above mentioned leaves are paid. In case an employee doesn’t avail any leave for a

year, he/she is awarded a cash amount.

4. MEDICAL FACILITIES:

AVARI provides free medical facility to all its employees and their children.

5. LIFE INSURANCE:

AVARI provides life insurance facility to its employees. Minor charges are deducted from

employee’s pay.

6. INCREMENTS:

AVARI offers yearly pay rise to its employees regardless of their performance. The rate of

increments is same for all employees.

7. OTHER BENEFITS:

• Free uniform is provided to all employees.

• Free laundry services for employees’ uniforms.

• Free transportation for female workers.

BENEFITS AT RETIREMENT / TERMINATION:I. PROVIDENT FUND:

Employees’ provident fund handed over to them at the time of retirement/resignation of

the employee. However, in the case of termination it is conditional.

II. MEDICAL ALLOWANCE:

Employees not utilizing their medical facilities are awarded Rs.100/month. This amount

keeps on accumulating in the employees’ medical allowance which is handed over to

him/her at the time of retirement/resignation. Similarly this allowance is also conditional

for the termination cases.

Others are medical facility, hospitalization insurance, life insurance, laundry facility,

discount on rooms and restaurants etc.

COMPENSATIONS:

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Employees are provided with the counseling services during their training at the time of

retirement by the HR manger. These services include:

I. FAMILY COUNSELING:

Family Counseling is a counseling program for employees wherein they are suggested

how to cope with their personal & family problems. So that the management is assured of

the fact that employees are not under any stress and are able to put in their best effort to

perform their jobs effectively and efficiently.

II. PRE-RETIREMENT COUNSELING:

In pre-retirement counseling program employees who are willing to work after retirement

are given constructive guidance concerning their second careers.

HEALTH & SAFETY Health and safety laws

Security Measures

Social security fund

In-house doctor and Dispensary

Hygiene of employees

Fire preventions

Energy conservation

CHALLENGES FOR THE HUMAN RESOURCE DEPARTMENTIn order to manage people effectively in today’s world of cut throat competition, it is vital

to understand and appreciate the significant competitive, legal and social issues.

The human resource department of AVARI HOTEL has to cope with

internal as well as external challenges to ensure the achievement of its mission. Some of

the internal and external challenges faced by the human resource department are

presented below:

Relationship between the Workforce and Management

Managing a Dynamic Environment

Conflict Management

Managing Workforce Diversity

Lack of Trained Workforce

Global Competitive Environment

Economic Challenge

Loyalty of Employees

AWARDS & RECOGNITIONAVARI HOTEL Lahore enjoys WORLD’S LEADING HOTEL from last five years. Avari Lahore Garden awarded first prize in Spring Festival 2010. Winner of Annual Chrysanthemum Award.

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Avari Lahore Hotel has been awarded the World Travel Award for the fifth time as Pakistan's Leading Hotel in 2010

Avari Lahore Garden awarded first prize in Spring Festival 2010

World Travel Award for Pakistan's Leading Hotel

Winner of Annual Chrysanthemum Award

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Also other branches of AVARI HOTEL is awarded for their dining.i-e Fujiyama & Dynasty

cousine

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SWOT ANALYSIS

The AVARI HOTEL took SWOT ANALYSIS about 2 ½ years before.During conducting SWOT

ANALYSIS the management of AVARI HATEL observes their :

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Strengths

1. WIFI(Wireless Internet)

2. Lady Avari

3. Fujiyama

4. Big Lawns

5. WTA(World Travel Awards)

6. The Avari Chain

7. GDS(Reservation System)

Weakness

1. Limited Numbers of Rooms

2. Small Parking Area

3. Limited Banquet Space

4. Old Building

5. Image for Number Two

6. Building is not much Visible

7. No Music Function

Opportunities

1. Upcoming Renovation System

2. New Property at Islamabad

3. Future Renovation and Extension Plans

4. AVARI Gold Card

5. Economic Growth of Country

6. Upcoming Lahore Expo Center

7. New Technology

8. Airport Counter

Threats1. PC’s Extention

2. New Hotels

3. Low rates Hotels and Guest Houses

4. Political Instability

5. Poor Country Image

6. Under cutting policy by Competition

7. City’ Image as an expensive one

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OUR RECOMMENDATIONS:THINGS WHICH AN EMPLOYEE SHOULD AVOID:

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Smoke, eat, drink, chew gum, whistle, hum or sing in the lobby or any public areas.

Stand in groups and casual conversation with co-workers.

Shout or talk in the public areas.

Allowing of personal friends to visit employees at the hotel.

Spit in any area.

Say anything negative about the hotel.

Entering in other departments, public areas, or guest floors.

OTHER RECOMMENDATIONS: AVARI should send its managers/employees to abroad for training purpose for it will

ultimately improve the organization’s overall performance.

Internees should be paid for their services.

More flexible benefits plans should be introduced for employee so they

can choose which suit them the best.

As AVARI doesn’t have any special program to bring the outside talent in, so they

need to take this area under consideration.

More incentive programs should be introduced to maintain employee motivation.

CONCLUSION: After a thorough study of Human Resource Department at AVARI Lahore we

can conclude that AVARI is a huge name in the hotel industry and its Human

Resource Department is working dynamically to pursue its organizational goals. This project

has given us the realistic view of how Human Resource practices are followed in

any organization.

The questionnaire is attached at the end of the project report.

Attached Questionnaire of our PROJECT

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Q No. 1: What are the key values of AVARI Hotel’s culture?Ans: Integrity, Loyalty, Personality, Safety & Security etc.

Q No. 2 Describes the hierarchy of Human Recourse department?Ans: Human Resource Manager Assistant Manager Admin Officer Admin Supervisor Office Assistant.

Q No. 3 Which selection methods are used in recruitment & selection process?Ans:

Q No. 4 What is your criterion of selecting the professionals in your hotel, such as managers?Ans: For managers minimum experience is 3 years in managerial work, minimum education is Masters degree in relevant field with additional diplomas.

Q No.5 How many times you hire employees in one year?Ans: Depends on opening of job vacancy.

Q No. 6 What methods you adopt for screening candidates?Ans: We conduct interviews for screen-out the candidates.

Q No. 7 What type of employees you are hire trained or untrained?Ans: We hire both trained and untrained employees,the after giving training to them.

Q No.8 Do you make performance standards for the different positions?Ans: Yes

Q No.9 Who compare the performance of employees with performance standards?Ans: The immediate supervisor

Q No.10 Describes your performance appraisal method?Ans: We use Behaviorally rating scale method.

Q No.11 Do you provide incentives and benefits to the senior officers?

Ans: Yes.

Q No.12 Have you any health and safety plan for employees at workplace?Ans: We have Proper Health and Safety Committee, Proper Training Session Regarding Health and Safety.

Q No: 13 Do you offer any after job benefits to your employees?Ans: Yes we have ,Medical Facility, Hospitalization Insurance, Life Insurance, Discount on Rooms and Restaurants etc.

Q No. 14 Through which techniques you handle the stress among employees?Ans: We have a counseling system and have proper training session regarding stress management.

Q No. 15 Do you developing and give training your managers?Ans: Yes we give training

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Q No. 16 What is your responsibilities being HR manager at AVARI HOTEL ?Ans: My Responsibilities are to recruit candidates ,their selection, training, benefits and compensations and also to look after employee relation, their needs, their problems relevant to the job etc.

Q No. 17 What negotiation techniques you use to handle the conflict?Ans: We have a proper counseling session; also we have an inquiry committee from different departments.

Q No. 18 What are the legislations regarding pension & insurance claims and other allowances of the employees in your hotel?Ans: We obey the EOBI (Employee Old-Age Benefits Institution) Act in providing the pension,insurance claims and other allowances.

Q no. 19 Who is establishing goals?Ans:.Senior Management

Q No. 20: Do you allow the employees to participate in developing plans in your department?Ans: yes, we are.

Q No. 21 How you handle candidates interviewed individually, in group or through panel?Ans: Depends upon the nature of the job. For top level we have Panel interview also

Q No. 22 What is your employee turnover ratio ?Ans: It varies all the time.But according to last reports approximately we have 16% employees turnover ratio.

Q No. 23 What type of communication between managers and employees?Ans: Depend upon the situation.

Q No. 24 Are you giving advices in making new policies and strategies?Ans: Yes

Q No. 25 Do you take SWOT analysis?Ans: Yes,we conduct SWOT analysis about 2 ½ years before.

Q No. 26 Do you take feedback from customers about your management in the hotel or observe the staff behavior by yourself that they perform well or not?Ans: Yes we took the feedback from customers,and maintain comments boxes and E-Room for comment online about our staff & services.

Q No.27 What type of strategies you use ?Ans: We use Functional strategies.

Q No. 28 What is toughest part of HR job and why?Ans: Nothing is toughest for me.

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