Report on Holiday Inn
Chapter No. 1
EXECUTIVE SUMMARYHoliday Inn Multan is only international standard hotel in
Multan. Structure at Holiday Inn Multan is divided into eight
departments. The management of hotel is used strategic
management concept and they find their strength and
weaknesses through the process of internal assessment. The
tools for gathering the data is feed back from Guest
Comment Cards, Inspection by head office, complaints,
Inspections by G.M., Manager on special duty and this data is
assimilated and evaluated in meeting where the strategies
are built to eliminate the problems and gain competitive
edge over competitors.
Chapter No. 2Literature Review
INTERNAL ASSESSMENTInternal Audit is the part of the strategic Management process. All
organizations have strengths and weaknesses in the functional areas
of business. Internal strengths /weaknesses coupled with external
opportunities/Threats and a clear statement of mission are
establishing objectives and strategies. Objectives and strategies are
established with the intention of capitalizing upon internal strength
and overcoming weaknesses.
The key internal forces include.
Management
Marketing.
Finance/Accounting
Production/Operations
Research and development.
Computer information system
There are many areas with in these function, such as
customer service, warranties, advertising, packaging under
marketing.
REASON FOR AUDITINGA F I R M S T R E N G T H T H A T C A N N O T E A S I L Y M A T C H E D W I T H
C O M P E T I T O R S A R E C A L L E D D I S T I N C T I V E
C O M P E T E N C I E S . B U I L D I N G C O M P E T I T I V E A D V A N T A G E S
I N V O L V E S T A K I N G A D V A N T A G E O F D I S T I N C T I V E
C O M P E T E N C I E S . F O R E X A M P L E , 3 M E X P L O I T I T S
D I S T I N C T I V E C O M P E T E N C E I N R E S E A R C H A N D
D E V E L O P M E N T B Y P R O D U C I N G A W I D E R A N G E O F
I N N O V A T I V E P R O D U C T S . S T R A T E G I E S A R E D E S I G N E D I N
P A R T T O I M P R O V E O N A F I R M S W E A K N E S S E S , T U R N I N G
T H E M I N T O S T R E N G T H S , A N D M A Y B E E V E N I N T O
D I S T I N C T I V E C O M P E T E N C I E S .
THE PROCESS OF PERFORMING AN INTERNAL AUDIT
Representative managers and employees from throughout
the firm need to be involved in determining a firms strengths
and weaknesses. The internal audit requires gathering and
assimilating information about the firms management,
marketing, finance/accounting, production/operations,
research and development, and computer information
systems operations.
Compared to the external audit, the process of performing
an internal audit, provides more opportunity for participants
to understand how their jobs, departments, and divisions fit
into the whole organization. When marketing and
manufacturing managers jointly discuss issues related to
internal strengths and weaknesses, they gain a better
appreciation of issues, problems, concerns, and need in all
the functional areas. In organizations that do not use
strategic management, marketing, finance, and
manufacturing managers often do not interact with each
other in significant ways. performing an internal audit thus is
an excellent vehicle or forum for improving the process of
communication in organization.
MARKETING
Marketing can be described as the process of defining,
anticipating, creating and fulfilling customers needs and
wants for products and services .
There are the nine basis functions of marketing.
1. Customer Analysis
2. Buying Supplies
3. Selling Products/Services
4. Product And Service Planning
5. Pricing
6. Distribution
7. Marketing Research
8. Opportunity Analysis
9. Social Responsibility
MANAGEMENT
The function of management consists of five basic activities.
Planning
planning consist of all those managerial activities
related to Preparing for the future.
Organizing
Include all those managerial activities that result in a
structure of task and authority relationships.
Motivating
Motivating involves efforts directed towards shaping
human Behavior.
Staffing
Staffing activities are centered on personal on human
resource management.
Controlling
Controlling refers to all those managerial activities
directed towards assuming that actual results are
consistent with planned results.
Finance / Accounting
Financial condition often considered the single best measure
of a firms competitive position overall attractiveness to
investors determining an organizations financial strengths
and weaknesses is essential to formulating strategies
effectively. A firm’s liquidity, leverage, working capital,
Profitability, asset utilization, cash flow and equity can
eliminate some strategies as being feasible alternatives
financial factors often alter existing strategies and Change
implementation plans.
Production/ Operations
The production/operations functions of a business consist of
all those activities those transform inputs into goods and
services production/ operation management deal with inputs
transformations and outputs that vary across industries and
market Production/Operations management comprises five
Functions or decision areas.
Process.
Capacity.
Inventory.
Workforce.
Quality.
Research And Development
The fifth major area of internal operations that should be
examined for specific strengths and weaknesses is research
and development.
Many firm conduct research and development. The best
managed firms today seeks to organize research and
development activities in a way that break the isolation of
R&D form the rest of the company and promote a sprit of
partnership between R&D managers and the others
managers of firm. Research and development in firm can
take two basic forms
Internal research and development in which an organization
operates its own R&D department.
External research and development: in which a firm hires
independent researchers and independent agencies to
develop specific product.
Computer Information Systems
Computer information systems purpose in to improve the
performance of an enterprise by improving the quality of
managerial decision.
A computer information system receives raw material from
both the external and internal evaluation of an organization.
It gathers data about marketing, finance, production and
personnel matters internally and social ,cultural,
demographic, environmental and other technological and
competitors factor externally. Data are integrated in ways
needed to support managerial decision making.
Chapter No. 3Organization’s History
HOLIDAY INNHistory of hotel industry
The Hotel industry is among the top three constituents of the
world economy after oil and autos growing faster than the
petroleum and arms. It is larger than automobile industry in
Japan, agriculture in the U.S.A. and banking in Switzerland.
Although service concern industries are contributing for the comfort and business provision for the people all over the world but it took long time to recognize hotels as the main and most useful industry in Pakistan. The path of recognition to this industry was paved in 1980 when Prime Minister of Pakistan “ Benazir Bhutto’ declared it as a industry under certain act.
It leads to the development of hotel industry. It helped the
owners of the hotel to think more seriously so that hotel can
provide the benefits to the economy of our country through
attracting foreign tourists in this region.
The industry in Pakistan is not very large to begin with . The
major player are of course the Pearl Continental, Sheraton,
Marriott and Holiday Inn chains and then there is a Serina
hotel chain which is basically at the more prominent tourist
spot.
PEARL CONTINENTAL.
SHERATON.
MARRIOT.
HOLIDAY INN WORLD WIDE.
Introduction of Holiday Inn world wide
HIWW is the largest hotel chain offers the exceptional value
service in more than 80 countries of the world with more
than 1900 resorts world wide. With 5 hotels types. HIWW
is was established in 1950 . There is also a Holiday Inn hotel
for every travel occasion. It is owned by Bass International
based in America .
MAJOR TYPES OF HOLIDAY INN
1. Holiday Inn Crowne Plaza
These are Holiday Inn World wide premier properties located
in major gateway cities and designed primarily for business
travelers. These include Crown Plaza club floors, lounges,
and comprehensive meeting rooms, executive rooms, and
health club with pool. Holiday Inn Crowne plaza hotels in
Europe , Africa and Asia pacific provides outstanding sport
for business travelers , superior meeting facilities and a
professional conference staff , plus intensive business
services .
2. Holiday Inn Crown Plaza Resort
Crowne Plaza Resort in Europe , Africa and Asia Pacific also
provide extensive health and fitness facilities as well as
leisure service/concierge desk to assist in arranging resort
activities which include supervised programs. These hotels
are located in premier resorts destination worldwide. They
offer high caliber resorts experience at excellent value for
money.
3. Holiday Inn Hotels
Holiday Inn hotels are Conveniently located in small towns,
gateways near airports for business and shopping
throughout the world. They provide a restaurant , a
lounge ,Business Center and a range of different facilities .
4. Holiday Inn Resort
Holiday Inn Resort located in inviting resort destination
around the world. Holiday Inn resort features a full array of
activities for families including children’s club .They are also
known as Holiday Inn “Sunspree Resort” in America.
5. Holiday Inn Express.
Holiday Inn Express are simplified version of traditional
hotels designed for travelers who do not want or need full
service. In Asia Pacific each hotel has a restaurant , a
breakfast bar and a rapid check in/out .
Asia Pacific
Asia Pacific region offers around 77 hotels situated in 16
countries of Asia offering about 21,000 guest rooms. Asia
Pacific countries are controlled by the head office situated in
Hong Kong.
Holiday Inn In Pakistan.
In Pakistan HIWW has a chain of 4 hotels.
1. Holiday Inn Crowne Plaza Karachi.
2. Holiday Inn Islamabad.
3. Holiday Inn Multan.
4. Holiday Inn Lahore
Holiday Inn MultanEstablished in October 1994, situated at 76-Abdali Road
Holiday Inn Multan is the only international standard hotel in
Multan. It is a beautiful combination of quality and business
facility for travelers and business community. Being situated
in the business locality of Multan it is now approaching
towards the international standard by attracting the business
of Pharmaceutical Companies, Embassy, and Foreign
Travelers and has opened its gate for the tourists in this
region . Holiday Inn Multan is working with 216 employees ,
has 98 rooms and 3 banquet halls with a very little parking
lot .It is almost a three star hotel having an area of 2000
yards.
ORGANIZATION SETUP OF HOLIDAY INN MULTAN
Holiday Inn Multan officially announced in July 95 have
adopted a functional structure . Basically HIWW is a
“Franchised System” in which a main quality control head
office is established and the Franchise is granted to different
owners of the hotels. The hotel , in turn pays the royalty for
the name “Holiday-Inn” and strictly implement the
standards.
Structure of HIM is divided on the basis of functions.
Following departments are presently working in the hotel .
General Account Department
Front Office and Reception
Food & Beverages
Sales & Marketing
Engineering
Laundry
House Keeping
Human Resource Department
Beside this, hotel has 3 major outlets
Mehfil Restaurant
A buffet corner for Continental and Pakistani dishes.
Shang Palace
Offering typical Chinese food in sophisticated ambience
with moderated price.
TGI-76
It provides 24-hours service , Hi-tea, snacks and ice-cream
to customers.
Hotel has overall 98 rooms with 5 suits. It also has 3
banquet halls, 5 small meeting rooms, swimming pool
and direct access to the world wide reservation through
Holidex System.
Chapter No. 4 Case Study
Internal Assignment in Holiday Inn MultanThis report covering the procedure of internal assignment at
Holiday Inn Multan. For different types of organization such
as hospital universities Govt. agencies and hotels the
functional business areas of course differ. So structure at
holiday Inn Multan is divided on the basis of function
following department are presently working in the hotel.
General Account Department
Front Office and Reception
Food & Beverages
Sales & Marketing
Engineering
Laundry
House Keeping
Human Resource Department
There are many sub-area in these department like in HRM
department the sub-area is security checkup and in general
account department sub-area is purchase department.
As in one country majority of population proves to be
laggards this is all become of literacy rates and limited
scope. Especially in Multan people still think a hotel to be a
luxury because of social back ground Holiday Inn Multan had
to face great problems in the beginning but its management
tried hard to change the concept of management and
making them aware of “what is called International STD”
people are only price conscious not quality so business is not
growing much faster.
As requirement of our , we first give process of performing
internal and audit then there strength and weakness overall
and with respect to every department.
Process of Internal Audit at Holiday Inn Multan
The process of internal audit at Holiday Inn Multan carried
out in different ways. First the information are gathered
them assimilated and evaluated.
Following are the ways through which information are
gathered in the organization.
Forms
The head office send form to Holiday Inn Multan. The main
content of this form is about all services and product offering
in the hotel. Guest fill this form at the time of check out.
These forms are only available in room. The management of
Holiday Inn Multan take special care of these form because it
is necessary for them to send same number of form back to
head office at the end of month which he was received at
the beginning of month.
Guest Comment Card
It is also a tool for estimating the level of service at the
hotel. These cards are provided at each outlet with related
question to that outlet. This gives a quality of data about
strength and weakness.
Inspection By the Head Office
Generally once a years team from head office visit the hotel
and sometimes it is unannounced. He prepares the detail
report of each and every practice during their two days stay.
This report is presented to General Manager and Head Office
in Hong Kong Copy of this report is distributed among
department and target date for adjustment and rectification
is set General Managers periodically reviews the progress
and keep contact with Head Office.
Complaints
It is also a source of identifying the weaknesses. The
manager of every department take action to reduce these
complaints.
Inspection by the General Manager
As far as thorough check up of processes at all departments
is concerned General Manager carries out the unannounced
inspection at various unit along with the head of department
Quality Std are checked and deviation from standard is
recorded personal manager prepare the Discrepancy Report
and head of department is given a target data for
rectification and constant follow is maintained.
Manager as Special Duty
Management of Holiday Inn Multan has implemented a nice
procedure for regular inspection covering each and every
section of Organization Department Head are assigned a
duty of “MOSD” on one a week. This schedule is rotated by
the personal manager. Each department head performs
MOSD duty in addition to his regular working hours.
Assimilating and Evaluating the Information
Once the information is gathered it should be assimilated
and evaluated for the purpose of assimilated and evaluated
of information the tow types of melting held in Holiday Inn
Multan.
1. Routine meeting
2. Special meeting
Routine Meeting
Every day from 9:00 to 10:00 O’clock a meeting held in
Holiday Inn Multan. In which General Manager and all
head of department participate. In this meeting the
manager collectively identify the most important
opportunities and threat facing the firm and assimilated
evaluate the issues problem concern and need of all
department and give same measures.
Special Meeting
Special meeting occur when team from Head Office visit
the hotel on any big discrepancy occur.
Now here is some important Internal strength and weakness
of the organization.
Strengths 1. Holiday Inn Multan is the only International Std hotel in
Multan.
2. No risk factors is involved because the organization is
supported by Holiday Inn world wide (HIWW).
3. The technology using at the hotel is latest one.
4. Expenses one very limited because the company is
spending is spending very little on advertisement but
gaining much sale on the other hand and salaries are very
low.
5. The organization is financially strong.
6. Holiday Inn Multan is situated at very good place. The
location is prime commercial area.
7. Holiday Inn Multan is beautiful model of typical local touch
of architecture with blues tiles combination.
8. The employees of the Holiday Inn Multan are mare skillful
as compare to other hotel in Multan.
9. The Holiday Inn Multan offers mare services and product
as compared to any other organization.
Weaknesses1. The major weakness is the parking problem. Management
has constructed an underground parking area but it is also
limited space.
2. No direct entry far shag palace guests have to pass
through lobby main gate.
3. The reception disk is quite distant from main gate. It is
better to make reception center near the entrance.
4. Inter-distance between the table is very little mart guest
complaint about it.
5. Swimming pool is not available to the guest. Yes complete
arrangement such as attendant desk, chair, bed are
present but there is a constant problem of water
purification. Rusty water has damaged the titles of
swimming pool.
6. The employee of the organization do not have required
knowledge and proficiency in English. As there employees
have direct contact with the customer.