Pearl Continental Hotel

Pearl Continental Peshawar

Hashoo Group of companies

Qaiser Saleem 4633

2013

[Type the company address]

Executive summary
Five star hotels play a very important role whenever there is a foreign People come for festivals, visiting, business tours, etc. It also for the locals to Visit and enjoy. Over a period of years, it has now been proved that good Environmental hotels can contribute effectively towards the advancement and Prosperity of a country as a whole and by improving the hospitality when they come and feel that they are the king. These, from the busy life whenever People feel free themselves they want to take over their stress by going the Place where there will be an element of refreshment. Pearl continental hotels has a solid foundation of 25 years in Pakistan, With a network of 7 branches, 5 Pearl continental in Lahore, Faisalabad, Rawalpindi bore bund, Peshawar, and 2 Marriott in Karachi & Islamabad

Introduction
Pearl Continental Hotels is the first Pakistani chain which has achieved excellent International standards of quality products and services. In recognition of its high standard, The Pearl Continental Hotel, Peshawar was conferred the prestigious membership of the "Leading Hotels of the World", an exclusive global organization of deluxe hotels established In 1968 by young and innovative Mr. Sadruddin Hashwani, the Hashoo Group initially operated as a trading enterprise. Through its founders vision, strategic direction and firm commitment, the Hashoo Group has emerged as Pakistans premium multinational with a diversified international business portfolio Pearl Continental Hotels are a chain owned and operated by Pakistan Service Limited. It sets the international standard for quality hotel accommodation in South Asia. The company manages seven branches in seven different cities of Pakistan; Karachi, Lahore, Rawalpindi, Gwadar, Peshawar, and Muzaffarabad, Bhurban. Mr. Sadruddin Hashwani is the chairman and Mr. Murtaza Hashwani is the chief executive officer. Pearl Continental chain of hotels has enjoyed being the symbol of ultimate luxury in Pakistan. With the launch of PC Dubai, they have stepped in to the international arena with the goal of making PC a global name in hospitality and comfort. The jewel of the Pearl Continental chain of hotels is truly on experience in itself. PC invites you to indulge in luxury class and above all the warmth and hospitality that you know and love. Pearl Continental has 148 guest rooms, which are also centrally air conditioned and fully equipped with the latest convenience technology. The 3rd floor has been converted into an executive floor. The whole building compromises 1,398 rooms itself.

Vision Statement
We are committed to dynamic growth and service excellence built upon our heritage of traditional hospitality. We strive to consistently meet and surpass guests, employees and other stakeholders expectations. We feel pride in making efforts to position Pakistan in the forefront of the international arena.

Mission Statement
Secrets to our sustained leadership in hospitality are Excellency and Dynamism through offering competitive and innovative high quality value added services to our guests and business partners. To meet the challenges of modern business, we constantly upgrade our operations and services in line with the latest technological facilities. As a responsible corporate citizen, maintaining the highest level of governance, ethical standards and prudence. Keeping close-watch at socio-political environment to make use of all available growth opportunities through aggressive and proactive approach. Believe in strong and professional workforce by providing challenging and rewarding environment and equal respect to all through creating the sense of participation towards the success of our vision.

External Audit
Key External forces Political factor

Political factors contribute highly towards the business of any organization. Therefore the political issues have great influence on business of any particular organization. The instability of the country and increases taxes are ruin the industry of every business. It include hotel industry as well, from last five years every business facing difficulties in serving, the deteriorating law and order situation in the country and continued large number of taxes, hotel industry is dependent on tourist, if the country is not in security so how tourist will visit Pakistan, and also there is no proper infrastructure for beauty of province that foreigners come Pakistan and stay in hotels, the fall in foreigners tourist when on 11 September when blasting in PC Peshawar

Economical factor Almost all the political meetings, concerts, seminars, marriage party are held in PC, Pearl continental hotel Peshawar has captured most of the higher class customers due to their strong economic power. PC is stronger than their competitors because they providing gym, sauna bath, swimming pool, restaurant etc. which give them edge on other Hotels, PC were close Bar B Q 2 years before but now again they open it for their demand of customers, the purchasing power of peoples were increased while instability make them inferior, but from last some months the condition of

Peshawar is somehow fine, When leading the businesses in good position Strategists need to consider the state of a Trading economy in the short and long-terms. This is especially true when planning for International marketing. For economical factor you need to look at 1. Interest rates 2. The level of inflation Employment level per capita 3. Long-term prospects for the economy Gross 4. Domestic Product (GDP) per capita, and so on Social factor Socially Pearl continental hotel is more preferred hotel chain to visit by its customers, as the Pearl continental hotel is based on Pakistani culture and traditional so its famous among the peoples and also famous worldwide by rich culture, as the prices of PC is high so Peshawar peoples would not come to PC for foods, so actually they are targeting good income peoples and high standard families for the staying, PC create a good image among customers and focusing on quality foods and services to their customers Technological factor All major credit are acceptable round the clock, Pearl continental hotel have latest technology for cooking and modern cooking recopies, from everyday utilities, to carpets, and antiques, our shopping area provides all, PC have entering electrical doors, and they have camera fix system, the rooms having own cards which can access through password, and every room have own fridge which have cool fruits there. Legal factor PC is five star hotel which is legalized properly recognized, and paid a lots tax to the country in every province, and they also hire employees from the every province which is also good for society, they are paying a large quantity tax to the country, which can help the country in progress and they are highly recognized and standardized their services by ISO 9001. Environmental factor Pearl continental hotel do not do anything regarding the climate changes, and environmental changes.

 Competitor Know your Competition is as an important issues as Know your Customers In order to obtain relevant information about the competition, a competitor survey should be under taken to gather data about direct and competitors. One objective of such a survey is to find out why we more or less successful then the direct competitor s and al lows us to recognize market saturation e.g. too many similar products offered for limited market It can provide opportunities to detect market niches toward which we can steer our operations . Lahore famous for its traditional hospitality offers an endless variety of places to see and delicacies to taste. From old forts to roadside cafes, Pearl Continental Hotel Lahore is the perfect base from which to explore to your hearts content there are so many Hotel s in Lahore those are popular for their Food.

Internal Audit
Key Internal forces

Functional Area

As The Management comes in internal audit for an organization the PCH functional departments listed as follow 1. Finance Department 2. Sales & Marketing Department 3. Engineering Department 4. House Keeping Department 5. Human Resource Department 6. Food and Beverage Department (Restaurants & kitchens) 7. Front Office

ORGANIZATION

Sales Department The basic sales are concerned with reservation of rooms. The sales department works under this consideration. This is the main department which is directly concerned with revenue generation as they brings business for the hotel by arranging meetings with corporate clients, executives and convince them to held their meetings, seminars, exhibitions, lunch, dinners, conferences, launching ceremonies, annual general meetings, process cycling meetings, weddings receptions, in the hotel. Marketing Department The marketing department is concerned with promotional activities, which includes Above the line marketing Below the line marketing

Above the line marketing includes promotional campaigns in print and electronic media. Below the line marketing includes local campaigns including banners, billboards and handouts. Finance Department It is concerned with the financial recording, provision and payments. It consists of a finance control controller, who is the head of the department. There is also a credit section for employees and customers, which recovers outstanding payments from the customers by daily basis so as to increase hotel credit policies. Engineering Department It is concerned with the maintenance of the rooms, offices, floors and lobby area. It ensures full time provision and maintenance of water, power and light in all places. House Keeping It is concerned with general cleanliness and hosting services to the guests. It has a supply section, which ensured provision of accessories and valuables. Corporate level purchases are made from Karachi section, while local level purchases include daily items. Human Resource Department This department is concerned with recruitment, promotion, training of Workers in the organization. There are 500 plus workers in the Hotel for which the department have to keep a union of worker which works for social security of the employees. It has three sections, which includes personnel department, human resource management department and human resource development department. Food & Beverage Department It is the main department in the hotel, which includes restaurants, kitchens, outside catering, banquet halls. This department is the backbone of hotel as the customer want delicious food. POLICY Training Investment in people and human resource development is an ongoing process in the Hashoo Group. New management concepts and intensive training programs are incorporated at all levels of supervisory and managerial positions. Hashoo group looks forward to imparting systematic and scientific knowledge of the operations of both tourism and hospitality business. Profitability In order to maximize profit through sourcing new business, different marketing arrangements are being made which include joint ventures and exclusive marketing agreements.

Growth Profile The outstanding growth can be achieved with excellent service, improvement in decor and facilities, variety of cuisine, expansion/addition of banquet halls, increase in airline catering business, and permission to serve food at marriage parties. Compatibility PC has pledged to keep pace with the change through consistent efforts and shall continue to achieve better results through higher sales and improved profitability. They compete with others through their high standard services and traditional environment and chain of PCs. Traditional Hospitability Pearl Continental Hotels is synonymous with a tradition of personal services, efficiency, convenience and guest satisfaction. Repeat customers business due to their exquisite cuisine and courteous service which give full value for money, is one of their most valuable assets. Health & Safety Environment PC Hotel is committed to constantly strive for higher standards in health, safety and environment to their employees, and guests. The hotel is very mindful of the Occupational Safety and Health issues and to cement their "environment friendly philosophy," they have undertaken a number of steps, which include periodical meetings and safety training of associates to acclimatize the human resources and create safety awareness amongst them. Environment of Professional Enhancement At PC Hotel, management strongly believes that without the development of top quality personnel, dynamic growth is not possible. Our core value is "Growth and Development for All" with the elements of learning environment and opportunities, provision of world class education and training and aligning people with latest technological trends. Enterprising PC Hotel is eager to expand its activities in all major locations of the country and abroad and to play a pivotal role in the development of tourism in Pakistan which can only be achieved through sustained support of the government, financial institutions, and of course our valued shareholders. Strength From the questionnaire and observation and personal experience that had done it the main responses of customers about the main strengths of PC are Those choose good area on road One of the most important strength is that PC is in the hotel market from last 36 years It also maintains quality in good quality food restaurants Quality services in the mind of customers Energetic staff and qualify staff External clients are economically rich, PIA and cell phone companies Foreigners are attracted towards only PC in the District Embassies ambassadors also stay in five star PC hotel international tourist are attracted to PC, because of 2 kilometers destination from airport Worldwide famous and high hotel chain in Pakistan Luxurious and comfortable rooms in the province All the facilities regarding, health, safety, security, picking and drop etc. High tradition food with great hospitality History of hospitality

They provide tradition wise in province After launching hotel in Dubai it become international five star hotel chain The key strength of PC is its voice mail card locking system for ideal security. Weakness PC being an old hotel in history bares a difficult weakness since old customers does not have a preference to visit the same hotel over & over. They desire to experience somewhat new. The famous saying "OLD IS GOLD" turns out to be the strength of this hotel as it diverts the attention of its customers back to the luxuries provided to customers. The extra weakness of PC lies in its telephone system which is again an old system. As Sheraton enjoys the great benefit of having latest technology that is it Tele-communication Opportunity A kind of monopoly in province The only five star hotel in the province No specific competitors Seminars are yet again a great opportunity for PC as worldwide seminars are being in custody in the city or else in PC Banquet halls which once more help PC to show its quality services as well as in this way people across the world come to the city and reserve rooms for themselves Parities wedding along with other extra circular activities are opportunity to help PC distinguish its name. If IELTS test are shift from Islamabad to Peshawar so it will be the biggest opportunity for them, they will take IELTS test in PC. If the condition of Peshawar is stable for foreign come to Peshawar for investment, so they will stay at PC. Threats Law along with order situation can also be a threat like strikes. If law along with order not uphold throughout the country people around the world would stay away from Pakistan and if people wont come in that case there will be no tourist so who will rent out the rooms. As if stuff doesnt work with customer at PC like if they negotiate for a room and PC is unable to fulfill their fulfillment then they can always walk across the road and just blow.

OBJECTIVES OF PCHP
The objective of an organization is the results it wants to achieve .A clearly defined organization objective is the key to success and gives a sense of direction to the management and the decision makers. It also provides driving force to achieve those objectives every organization has some objectives whether it is a profit oriented or non-profit seeking organization. Objectives are important as they also serve as standards against which performance is measured. PCH is a service industry and as it is engaged in offering services its major objective is to provide special facilities to all its customers. Some of the main objectives of Pearl Continental Hotel are given as below 1. The foremost objective is to provide a combination of the services, comfort, and pleasure and convince to its customers. These services includes a. Comfortable rooms b. A business center c. Large convection and conference facilities d. Health club and recreational facilities e. Concierge services f. Color TV, refrigerator and telephone in each room g. Round clock room service h. Laundry service and many more

2. To provide high quality products including food, beverages and other services to its customers

3. To maintain good relation with media like press, TV and radio so that they present good image of the hotel and give them a special coverage to its activities for publicity

4. Not only to establish but also to maintain and improve standards of service provided to the customers.

5. To maintain the good will of the hotel.

6. To hire and to thoroughly trained employees so as to provide best service to its customers.

7. Maintenance to profitable market leadership through responding to the guest, customer needs and wants. PCH provides the following major facilities to its customers who are holding conferences, seminars, and meetings in its premises. These are a. Table and chairs, TV, VCR, lighted podiums, overhead projectors and screens, flip charts, cassette recorder, slide projectors, and computers B. General Amenities provided to customer.

GOALS
1. Customer service Pearl Continental Hotels- the largest chain of hotels in Pakistan maintains the standards of excellence for which its famed worldwide. At the hotels, the art andscience of hospitality are applied in perfection to offer the most luxuriousambience and a wealth of services to the guests who are as precious as pearls. 2. Training Investment in people and human resource development is an ongoing processin the Hashoo Group. New management concepts and intensive trainingprograms are incorporated at all levels of supervisory and managerial positions. Hashoo group looks forward to imparting systematic and scientific knowledge of the operations of both tourism and hospitality business 3. Profitability In order to maximize profit through sourcing new business, differentmarketing arrangements ar e being made which include joint ventures andexclusive marketing agreements. 4. Growth profile The outstanding growth can be achieved with excellent service, improvement in decor and facilities, variety of cuisine, expansion/addition of banquet halls, increase in airline catering business, and permission to serve food at marriage parties

5. Compatibility Pakistan Services Limited has pledged to keep pace with the change through consistent efforts and shall continue to achieve better results through higher sales and improved profitability. They compete with others through their high standard services and traditional environment and chain of PCs. 6. Traditional hospitability Pearl Continental Hotels is synonymous with a tradition of personal services, efficiency, convenience and guest satisfaction. Repeat customers business due to their exquisite cuisine and courteous service which give full value for money, is one of their most valuable assets. 7. Health and safety environment PSL is committed to constantly strive for higher standards in health, safety and environment to their employees, and guests. The hotel is very mindful of the Occupational Safety and Health issues and to cement their "environment friendly philosophy," they have undertaken a number of steps, which include periodical meetings and safety training of associates to acclimatize the human resources and create safety awareness amongst them.

SWOT Matrix Analysis

SWOT is as an abbreviation for Strengths, Weaknesses, Opportunities, and Threats. These four factors make up the SWOT MATRIX. A SWOT analysis can be used to measure an organization's competencies and identify opportunities to taken by business management in the future. Organizations conduct a SWOT Analysis in order to identify various factors that can impact performance. In other words, SWOT is used to improve the current situation. Internal aspects are searched by looking at the Strengths and Weaknesses of the business such as employee skills and products. Opportunities and Threats are examined to reveal external factors facing the business, such as competitors or the economic situation SWOT analysis provides an efficient way to evaluate the range of factors that influence your operation, and can give a valuable guidance in making decisions about what to do next. It also provides a highly productive way to get our key personnel involved in the management decision-making process.

How to collect relevant data for the S.W.O.T.

In order to use the SWOT Analysis for the Pearl Continental Hotel, collect the data for the SWOT factors Lets start with the Strengths. To collect data for the Strengths in relation to Pearl Continental Hotel competitor, WE use the following as a guide What are the advantages of your company over your competitor? What are some of the customer benefit you can offer? What are some your customer relationship? What are some of the offers to customer your can fulfilled? What are some of the low cost operation capabilities? What are your financial strengths?

Similar to the Strengths, the Weaknesses is another internal factor that deals with the weaknesses of the operation. The impact of these weaknesses is more urgent when compared it with the competitors who are ahead of you. Below is the guideline you can use to identify weaknesses:-

What are some of the setback with your company or operation What are some of the "out-dated" or inefficient equipment? What are some of the bad customer experience? What are some of the repeated operation failure? What are some of the escalated cost components?

In the area of Opportunities, it is an external factor. When dealing with external factors, you have to be objectives. Keep focus on external factors that has an influence to the market and your sales opportunity and those are not within your control. You may use the following guidelines to help you to generate the list of opportunities:-

Political or Policy changes that may spur development Economic situation that encourage spending.

Societal stability that may encourage harmony (more spending) Technological advancement that can accelerate your operation In the area of Threats, it is another external factor you must deal with realistically and that the information has great impact to your business. Keep focus on external factors that has an influence to the market and your sales opportunity and those are not within your control. You may use the following guidelines to help you to generate the list of opportunities:-

Any new entrance to your industry? Any form of substitutions or alternatives What are some of the Political changes that influence the economy? Policy imposed that cost more in the long run Economic downturn in your own targeted market Societal instability Obsolete technology that hinder speed to market

Step 1 Draw a square containing four equal boxes. Label the boxes Strengths, Weaknesses, Opportunities and Threats. Step 2 List your business's strengths in the corresponding box. These are your internal skills and resources that provide you with an advantage. For example, your strength might be good customer service or patented technology. Step 3 Write down your companys weaknesses in the corresponding box. Weaknesses are areas that require improvement. They might include poor brand reputation or inexperienced staff. Step 4 Establish your opportunities and list them in the corresponding box. Opportunities are external situations from which you can benefit when you apply your internal strengths. For example, if market

research indicates a need for a new product and you have the skills to produce it, that would be an opportunity. Step 5 List the external threats to your business in the corresponding box. Threats are events with the potential to exploit your weaknesses. For example, if you have poor customer service and a competitor with strong customer service enters the market, it could threaten your business.

STRATEGY / SWOT MATRIX EXAMPLE

strengths-S
1. 2. 3. 4. 5. 6. Financially strong High quality product. High Pay scale Last option for foreigners Brand Image Executive meetings

weaknesses-W
1. 2. 3. no advertising price skimming employee turnover

Opportunities-O
1. Attractive banquet packages for
middle class 2. Expansion in Hotel industry. 3. Seminars/conferences at international level 4. Ielts test center

SO strategies
1. 2. New Hotel setup in big cities. (S1,O1) Easley target middle class customer

WO strategies
1. Can build up exposure and
better brand image for middle class family. (W1,O1,O2)

2. Can diversify in other Asian

region.

Threats-T
1. Law & Order worst day by da 2. V.V.I.P movement 3. adopted old culture

ST strategies
1. Overcoming competitors pressure through high quality products. (S2, T2)

WT strategies
1. Reduce general and administrative expenses to coupe with narrow turnover. (W3,T2) 2. Should consider employee perks to avoid irritations of labor unions.

SPACE matrix

The Strategic Position and Action Evaluation or the SPACE Matrix is a four-quadrant framework which indicates whether aggressive, conservative, defensive, or competitive strategies are most appropriate for a given enterprise or company. The SPACE Matrix Analysis is most often employed during professional market analysis of a firm or for graduate level MBA coursework . The axes of the SPACE Matrix represent the two internal dimensions of a competitive firm which are its financial strength or FS and its competitive advantage or CA] and two external dimensions which are environmental stability ES and industry strength or IS. These four factors are the most important determinants of an enterprise's overall strategic position in the marketplace.

(for an actual SPACE Matrix in action--follow this link for a graphic explanation with images)

Depending upon the type of firm and its industry, a number of variables could make up each of the dimensions represented on the axes of the typical SPACE Matrix. Factors that are typically included are those found in the firm's External Factor Analysis and its Internal Factor Analysis (EFA & IFA) and these should be considered in developing a SPACE Matrix. Other important variables that can be included in a SPACE Matrix examination are a firm's financial performance such as return on investment, leverage, liquidity, working capital, and cash flow commonly are considered determining factors of an organization's financial strength. Like the TOWS Matrix, the SPACE Matrix should be completely customized to the particular firm being studied and based on factual information derived from industry and market data

The SPACE matrix is constructed by plotting calculated values for the competitive advantage (CA) and industry strength (IS) dimensions on the X axis. The Y axis is based on the environmental stability (ES) and financial strength (FS) dimensions. The SPACE matrix can be created using the following seven steps:

Step 1: Choose a set of variables to be used to gauge the competitive advantage (CA), industry strength (IS), environmental stability (ES), and financial strength (FS).

Step 2: Rate individual factors using rating system specific to each dimension. Rate competitive advantage (CA) and environmental stability (ES) using rating scale from -6 (worst) to -1 (best). Rate industry strength (IS) and financial strength (FS) using rating scale from +1 (worst) to +6 (best).

Step 3: Find the average scores for competitive advantage (CA), industry strength (IS), environmental stability (ES), and financial strength (FS).

Step 4: Plot values from step 3 for each dimension on the SPACE matrix on the appropriate axis.

Step 5: Add the average score for the competitive advantage (CA) and industry strength (IS) dimensions. This will be your final point on axis X on the SPACE matrix.

Step 6: Add the average score for the SPACE matrix environmental stability (ES) and financial strength (FS) dimensions to find your final point on the axis Y.

Step 7: Find intersection of your X and Y points. Draw a line from the center of the SPACE matrix to your point. This line reveals the type of strategy the company should pursue.

SPACE matrix example The following table shows what values were used to create the SPACE matrix displayed above.

Each factor within each strategic dimension is rated using appropriate rating scale. Then averages are calculated. Adding individual strategic dimension averages provides values that are plotted on the axis X and Y.

Where do I go next? The SPACE matrix can help to find a strategy. But, what if we have 2-3 strategies and need to decide which one is the best one? The Quantitative Strategic Planning Matrix (QSPM) model can help to answer this question.

Space Matrix
Financial Strengths
Increase in net sales revenue Continuous increase in stock value (Rs. 130/-) Increased earning per share (Rs. 2.1 per share) TOTAL

Rating
4 6 5 15

Industry Strengths
Increasing competition in construction sector Increasing domestic demand for cement i.e.: 92%

Rating
4 5

Enhancements in the budget for Annual Development 5 Plan by 34% (Rs. 202 b) Increasing growth rate 3 TOTAL 17

Environmental Stability

Rating

Allowance of subsidized cement imports and lesser -4 rebates on export Cut throat competition has created instability -3 Currency rate difference has given much loss -3 Increasing rate of inflation -4 Rapid technological change -3 TOTAL -17

Competitive Advantage
Strong distribution network High quality products Highest export share Market development in Gulf countries Govt projects as DGP Army TOTAL

Rating
-2 -3 -4 -2 -3 -14

Conclusion
Environmental Stability Average is -17/5= 3.40 Industry Strengths Average is +17/4= 4.25 Competitive Advantage Average is -14/5= 2.80 Financial Strengths Average is +15/3= 5.00 Directional Vector Coordinates X axis: (CA + IS) = -2.80 + 4.25 = 1.45 Y axis: (ES + FS) = -3.40 + 5.00 = 1.60

Lucky cement should be in aggressive strategies

FS

ES It implies that company is staying at close to their basic competency. The industry is growing and the company is financially stable, with profound competitive advantage. They are in Market penetration (through aggressive selling) and market development (new factories being set and exports to Gulf region.

Boston Consulting Group (BCG) Matrix

Lucky Cement is a STAR organization having a high market share of more than 16%. As the company is now focusing on increasing its exports to foreign countries, particularly Gulf, therefore the share of the company in overall exports of the cement industry is increased to 47%. Since the cement industry is Pakistan is on boom with Government investments in construction projects and lower setup cost as compared to past, the industry is going through an obvious growth. All these signs ensure Lucky Cement to be a STAR organization.

QSPM matrix
KEY FACTORS WEIGHT AS TAS AS TAS

Opportunities
Upcoming national building projects Demand for cement in Gulf region Less freight charges for export of cement Expansion in cement industry due to house building loans by banks THREATS Government Regulations on Slots Price Competition Alliance Opposition Fluctuating Currency rates 0.10 0.15 0.15 0.10 1.00 3 2 2 0.30 0.30 0.30 2 3 3 0.20 0.45 0.45 0.15 0.25 0.10 0.10 4 3 4 4 0.60 0.75 0.40 0.40 3 3 2 3 0.45 0.75 0.20 0.30

Strengths
Strong Financial Position High Product Quality High Pay Scale Highest Export Share WEAKNESSES Low Advertising & Less Exposure Low Gratuity & PF Funds Increasing General & Administrative Exp. Organization Culture and Code of Ethics Staff strength is low as compare to operations 0.05 0.10 0.05 0.15 0.05 3 2 4 0.15 0.20 0.20 3 2 2 0.15 0.20 0.10 0.15 0.15 0.15 0.15 4 4 4 4 0.60 .60 .60 .60 3 4 4 3 0.45 0.60 0.60 0.45

sum total attractiveness score

1.00

6.00

5.35

Internal Factor Evaluation (IFE) Matrix

STRENGTHS OF LUCKY CEMENT 1. Strong Financial Position. 2. High Product Quality. 3. High Pay scale. 4. Highest Export Share. 5. Support by Yunus Group WEAKNESSES OF LUCKY CEMENT 1. Low Advertising and Less Exposure. 2. Low Gratuity and PF funds. 3. Increasing General & Administrative Expenses. STRENGTHS Strong Financial Position High Product Quality High Pay scale Highest Export Share Support by Yunus Group WEAKNESSES WEIGHT 0.15 0.15 0.10 0.20 0.10 WEIGHT RATING 4 4 3 3 2 RATING WEIGHTED SCORE 0.60 0.60 0.30 0.60 0.20 WEIGHTED SCORE

Low Advertising & Less Exposure Low Gratuity and PF funds Increasing General Administrative Exp. TOTAL &

0.10 0.10 0.10 1.00

3 2 2

0.30 0.20 0.20 3.00

External Factor Evaluation (EFE) Matrix

Opportunities of lucky cement
1. 2. 3. 4. 5. 1. 2. 3. 4. Upcoming national building projects. Demand for cement in Gulf region Less freight charges for export of cement Expansion in cement industry due to house building loans by banks. Advancements in technology. Government Regulations on Slots Price Competition Alliance Opposition. Labor Union Problems.

Threats of lucky cement

opportunities
Upcoming national building projects Demand for cement in Gulf region Less freight charges for cement export Expansion in cement industry due to house building loans by banks

weight
0.20 0.15 0.10 0.10

rating
3 2 3 4

weighted score
0.60 0.30 0.30 0.40

threats
Government Regulations on Slots Price Competition Alliance Opposition.

weight
0.20 0.10 0.15

rating
2 3 1

weighted score
0.40 0.30 0.15

Strategies
Diversification Strategy
Concentric Diversification Mega brands

PEARL CONTINENTAL HOTEL Pearl Continental Hotels have become synonymous with a tradition of personal services, efficiency, and convenience and guest satisfaction. Located in the heart of the business hub is a preferred choice for Discerning corporate and leisure travelers. Vibrant and progressive, it retains the warmth and the spirit of Pakistan, while offering a variety of rooms, stylish restaurants and contemporary business facilities, establishing itself as an undisputed, premier business hotel. an allenveloping sensory roller-coaster ride which leaves you delighted and inspired at the same time. There is a lot more to this city than what meets the eye.

RESTAURANTS MARCO POLO Marco polo coffee shop offers an elaborate multi cuisine menu, featuring continental, Chinese and Asian favorites in easygoing coziness. It provides our guests with room to relax, see and be seen. The semi open kitchen gives a peek at the professionals, behind the scenes, preparing to woo a diner's palate. TAIPAN The menu at Taipan gives Chinese classics a contemporary tweak; dishes are artfully presented in an elegant atmosphere. Soups and appetizers are 7 delicious way to start, but it is the hearty meals that earn the Taipan its lofty reputation amongst the loyal following. Desserts hold up their end of the bargain, especially the zesty and vibrant chocolate cake. CHANDNI The restaurant offers a very spacious yet highly sophisticated interior with an antique finish of bygone era. Traditional artwork elegantly drapes the walls and the atmosphere as a whole does indeed satisfy the yearnings of a mind bent toward whimsical creativity. Our Chefs at Chandni are the creative force behind capturing the exotic flavors, robust aromas of evocative Asian and International favorites. ROYAL ELEPHANT The imaginative menu at this stylish spot is a seafood lover's dream, featuring everything from fresh catch entrees to spicy pan-fried dishes, curries and reliable pad Thai noodle. It is the perfect spot for business, upscale casual, group or romantic dining, top choice for a quick good value bite. BISTRO Lobby level provides round the clock service of snacks and beverages in the most popular chic and affordable restaurant in Karachi GRAPEVIN A Sunken coffee shop in the lobby, serving light snacks, high tea, juices, tea & coffee from 10:00 AM to 10:00 PM. A live band plays throughout lunch and dinner here.

ROOMS 286 well-appointed rooms include Presidential, Deluxe and junior Suite. Modern day facilities include direct dial local, National and International Dialing, Cable TV, Heating and Air-conditioning. Electronic Safe with a self-setting code, and Computer controlled electronic door locks are also installed for your security. The attached bath boasts of a spacious tub, shower and continuous Hot and cold running water. Do not fret if you have forgotten your essentials, we take care of your basic toiletries.

Deluxe Rooms These elegantly appointed rooms are well equipped with modern amentias including mini bar, wireless Internet connectivity, phone and fax, in-room safe, plasma TV, 24- hour in-room dining, and laundry and butler service on demand. The Integrated Information & Entertainment System (IIES) brings you a feast of information services, world news, and unlimited access to on-line movies and music. Executive Rooms In addition to all the facilities of the deluxe room, Executive and the E- floor guest rooms have free local telephone calls, 24 hour personalized butler services and express check in and check out for the executive floor guests. Luxury Suites Tastefully designed, these exquisite executive suites feature a living room with a guest washroom, a separate bedroom with scenic views. Larger in size as compared to the executive suites the deluxe suites come with a living and dining area, guest bathroom which offers both tub and shower cubicle and a separate bedroom. Guests in suites can avail the facility of complimentary breakfast, use of meeting rooms (subject to availability), 24-hour personal butler service and limousine transfers to and from the airport. ROOM SERVICES Server you in the warmth and comfort of your own room, and offer a varied menu depending on the time of the day.

HEALTH & CREATION FACILITY The artistically built Health club includes Tennis, a temperature controlled swimming pool, treadmills and steppers for aerobics, multi machines for weight training, Sauna, Steam, Jacuzzi, and a soothing massage. A snooker / pool table and Table tennis are also available. Today the Health conscious people look towards PCHR. Our newly added Health Club offers you light music in the background and modern workout machines. Like motorized Jogger, Double Burner, Easy Glider, and Massage Static Cycling. Our Health Club Memberships are economical our monthly membership is Rs.3920.00, 3 Monthly Rs.7177.00, 6 Monthly Rs.10830.00, and Yearly 16960.00 (inclusive all taxes).

SWIMMING POOL Now you can swim at our modern Swimming Pool at any time of the year as the Swimming Pool has a controlled heating system. So dip into our swimming pool whenever you feel like. We offer you an opportunity to play billiard near the pool or suntan yourself.

BANQUET FACILITIES Tastefully refurbished, our Conference and Banquet facilities can cater from small meetings, to Royal banquets of 650 to 1500 people, in our Halls and the vast Eastern and Western lush green gardens. Our Grand Ballrooms offer perfect locations for traditional wedding ceremonies, exclusive parties and exhibitions. We do everything to create an inspired wedding that you will cherish forever. Our cordial and always-welcoming meticulous service is perfect to every detail from planning to execution, making those special moments of your life memorable. Superb cuisine at our banquets, complement the adaptable spaces to support the most demanding needs for a varied clientele. CONFERENCE FACILITIES The new Conference facilities have state of the art Audio visual aids, and are complemented by available ISDN lines. Rediscover the art of conferencing with Pearl Continental Hotel Karachi. Our wide range of fully equipped, private meeting rooms and regal banquet halls offer the perfect combination of efficiency, convenience and consummate style. Keeping in mind the business and commercial requirements of the trade capital, PCHK is the ideal location, fully equipped with state-of-the-art communications systems, impeccable service and presentation facilities to ensure the smooth running of your business event

Intensive Strategy
Market Development

PCH is now at Muzaffarabad, Dubai and soon it will open its new branches in other big cities of Pakistan i.e. Multan & Faisalabad.

HUMAN RESOURCE Strategies OF PCHP

The activities that managers engage in attracting and retention of employees and to ensure that they perform at the right level and contribute to the accomplishment of the organizational goals. In every organization the Human Resource Department undertake all those functions, which are concern with Human elements. The main objective of HR department is to see that Human Resource is effective and efficiently utilized for the maximum attainment and achievement of organizational goals. The HR department carries out the Human Resource management at PCHP. The personnel department is headed by the personal manager and assisted by the assistant personnel manager, training manager, HR officer, and timekeeper.

Objectives of the Human Resource Department 1. The creation of workforce with the ability and motivation to accomplish the basic organizational goals. 2.The recognition and satisfaction of the personal objectives of the members of the organization through monetary and non-monetary rewards, (monetary devices includes salaries, wages and other compensation etc. and non-monetary devices includes prestige recognition, security, certificates, status or some other psychic income). 3. Effective utilization of Human Resource in the achievement of the organizational goals. 4. To generate maximum individuals or group development within the organization by offering opportunities for advancement to the employees or worker through given them a training with the effective opportunities and transfers.

Functions of HR
The main office of the human resource department is of the manager human resource (personal manager) that is assisted by the assistant personnel manager and HR officer. HR department performs the following main functions. 1 2 3 4 Personnel Role Legal Roles Clerical Roles Welfare Roles

PERSONNEL FUNCTIONS Personnel function can be sub divided into different functions, which are explained below step by step; 1 Manpower planning Manpower planning is the process by which a management determines how an organization should move from its current manpower position to its desired manpower position. Through planning a management strives to have a right number and the right position of the people at the right place at the right time. Human resource department in consultation with other departments is performing the duties of human resource planning, keeping in view the areas of surplus personnel or areas in which there is shortage of personnel. The HR department collect information from various departments, which mainly includes

a) b) c) d) e)

Long range objectives and plans. Overall requirements for human resources Inventory of present human resources Net new human resource requirements Short term goals, plans and programs

The number of employees in the hotel for different departments is the sanctioned in budget of the hotel. However, this number can be increased or decreased according to the circumstances, if necessary. 2. Recruitment Recruitment is the process of finding and attracting capable applicant for employment. The process begins when new recruits are sought and ends when their applications are submitted. The result is a pool of applicants from which new employees are selected. If there is any vacant post in any department of the hotel, or if any department asks for an employee due to resignation of an existing employee or due to abundance of work then in all these cases the department heads inform the manager human resource. 3. Sources of recruitment PCHP uses the following sources to recruitment of the persons in the hotel. These resources are as follow. a) b) Internal recruitment External recruitment

a) Internal recruitment In order to get a suitable candidate for the vacant post, MHR initially try to get the enable candidates among their own employees. For this purpose MHR notifies the post along its job description and specification on the notice board of the hotel. b) External recruitment

The files at HR department

If no suitable candidate is available inside the hotel then MHR considers the activate files of the application received. The application of those jobs of the employees who were terminated in not considered for any jobs. Other PC hotels For the fulfillment of the managerial jobs and other important jobs, the MHR can contact other properties of the hotel through head quarter in Karachi.

Employees Referral The required person can be found and managed from the activities files well and good. If they are not then MHR consider candidates, which are brought by the employees of the hotel. Advertisement If the required person is not available from the above sources, then the post is advertised in newspaper, along with its specified job description and job requirements. Employment agencies Employment agencies are the most important tool for the recruitment. A contractor named MAHAM ENTERPRISES based as Peshawar is also used for the fulfillment of the important positions of the PC hotel Peshawar. They often provide contractual workers. The main purpose of such direct recruitment is to save time and to control expenses of the lengthy recruitment procedure. This is the direct recruitment of PCHP to reduce the complexities and the burdens of payroll calculations 4. Selection procedures For the selection of employee the manager of human resource department can interview the candidates and select the most suitable candidate among them. Then the departmental head of the concern department interviews the most suitable candidates and select the good and the best candidate among them. Then for the final approval GM interviews the candidate. Then the selected candidate fills the recruitment form named as the Application for the candidate for the employment, through which all the necessary required information about the candidate is obtained. The hotel management also verifies his character record from police and also his medical fitness certificate from the doctor. After the successful completion of all these stages the person who wants this job is to fill the agreement form, i-e he will obey the rules and regulations of this hotel. As he is selected as a candidate of the hotel and is provided a job description statement and in case of non-management candidate, a time card, uniform and a locker is also located to the person who is working in the hotel.

 Then in HR department, the employee fills up a yellow form (payroll form), containing information about the pay, the department, the date of the employment etc. this form is used at the time of appointment, increments, promotions, salary change, transfer, dismissal, termination etc. .it is filled in the personal file of the employee and a copy of it is sent to the accounts department. First three months of the newly recruited employee are the probationary months. At the end of each month the concerned department head sends an appraisal report of the employee to the MHR, who in the light of these appraisal reports, takes the decision that whether the employee should be made permanent or otherwise.

CLASSIFICATION OF THE EMPLLOYEES

Different categories of employees, groups and pay scales are considered, keeping in view the job description and specification with the help of the personnel records, for the purpose of the manpower planning. At PCHP presently employees are classified into following groups. 1. Permanent 2. Probationers 3. Temporary 4. Apprentices 5. Trainees 6. Casual / extra / daily wages labors Employee Recognition Programs

Almost every individual in an organization wants recognition, here are the different methods used by Pearl Continental Hotel to motivate their employees. New Idea Award An employee who gives a new idea which leads to cost cutting or improvement in service standard will be given an appreciation letter by the GM accompanied by a cash award commensurate with the quality of the idea. Sick leave

If an employee had not availed his sick leave for the whole year then, an award of Rs.1000/- will be paid to him at the years end. City Leisure Every employee from the management team will be provided 2 nights stay at any of the properties in one year.

Divisional & Departmental Heads Award If the hotel achieves its budgeted annual revenue and GOP, the divisional and departmental heads will be given one additional salary as a reward. Long & Meritorious Service Award It is considered desirable to give long and Meritorious Service Awards to employees; the exact nature and description of these awards will be as per the new Salary Structure & Compensation Package; as and when introduced. Behind the Scenes Employees Public area cleaners / Uniform attendants etc. will be given some monetary ex-gratia awards at least twice a year, based on the judgment of the GMs. The minimum amount should be Rs.600/- (could be more) on both occasions. Honesty Award For an act of honesty like taking care of guests valuables and saving Hotel Property from damage, an appreciation letter along with a cash award commensurate with the act, will be given by the GM. Best Groomed / Courteous Employees Quarterly awards in the form of Certificates along with cash award of Rs.500/- will be instituted for the best groomed and courteous employees in the following categories o o o o o o Reception Officers Front Office Cashiers Guest Relations Officers Hostesses of Restaurants Stewards Bell Boys

o o

Lift Operators Page Boys

Employee / Supervisor of the month Recognition of the employee of the month has proved to be very popular the employee of the month picture is placed prominently in employees areas. Every month the department head would nominate one employee and one supervisor from his department and among all the departments employee of the month and supervisor of the month will be declared and they will get a cash award of Rs.1000/- and Rs.1500/- respectively. Employee / Supervisor of the year will also be announced and monetary reward would be given. Jahez Fund This fund is provided to the employees relating trade union for their daughters marriage but with the condition that a person cannot afford the wedding in real sense. Fund is provided by the labor department and inquiry for the individual financial position is a legal requirement for them. Ordinary work If an employee performs a duty on his/her own will which is without his job description then the department head is required to recognize him for this act and can compensate him with the GMs approval. The Special Remembrance It is an optional opportunity to remember employees. It includes birthday congratulation along with a birthday cake and also death condolence with in the employee's family. Retirement recognition a special gift is presented by the GM Special allowances In addition to basic pay special allowances are also given o o o o House rent allowance Good attendance allowance Utilities allowance Incentive and awards

1. Bonus is paid to the permanent employees of the hotel, decided by management from time to time 2. Employees who qualify intermediate graduation, post-graduation or professional exam after one year of joining of service may be sanctioned suitable increment on passing such exam. 3. Each year a date of joining of hotel of an employee, a year performance is done and the personal manager in accordance of his or her performance sanctions him or her one or two increments.

TRAINING AND DEVELOPMENT

Training helps employees to improve his performance. Training is a major operational function. It is the responsibility of every supervisor, department head, GM and officers. It is one of those responsibilities, which cannot be delegated. It is the hotels policy that each department head and executive should have a replacement, qualified to assure his duties if not, he should be engaged in training a qualified replacement. o ON THE JOB TRAINING

It is provided to the employees in the actual working conditions i-e the supervisor trains the employee to perform his job in one way or other during the actual performance of the job. o OFF JOB TRAINING

It is provided to the employee in the artificial working conditions, which are similar to the actual working conditions. Giving lectures to the employees also provide off- the job training o EMPLOYEE SUGGESTION SYSTEM

Employee suggestion box is placed in which employees can put their suggestions Strategy Evolution

The finishing stage in strategic management is strategy evaluation along with control. All strategies are focus to future oriented for the reason that internal and external forces are regularly changing. Here the strategy assessment furthermore control process organization verify whether the chosen strategy is achieving the organization purpose. The primary strategy evaluation and control activities are; reviewing internal along with external forces that are the bases for present strategies measuring performance moreover if any deviations seem it taking corrective actions. The process of strategy evaluation includes of three activities. Review the basic forces on which strategy was formulated and examine that does there is any change in those forces. Compare the actual performance with budget performance (standard performance) Take corrective action according to requirements or correction of deviations: Strategy at different levels of business strategies exist at several levels in any organization raging from the overall business through individual working in it. Emergent strategies arise from a number of ad hoc choices, perhaps made lower down the hierarchy, which they may not initially be recognized as being of strategic importance. Emergent strategies develop out of patterns of behaviors in contrast, to planned or deliberate strategies which are imposed from above the hierarchy.

Intended strategies are those aspects of plans which are actually realized are called deliberate strategies. While emergent strategies are those which develop out of pattern of behaviors. The task of strategic management is to control and shape these emergent strategies as they develop. PCs management had explicitly planed market diversification strategy in order to increase their market share and profits by introducing new products along with some other facilities but due to recent terrorists attack, inflation, and poor security conditions of Pakistan have made their customers reluctant to visit hotels and restaurants which ultimately struck PC plan so before choosing strategy for PC we should evaluate their strategy. Suitability The strategy of market expansion is not suitable for PC at this stage in other words; it does not satisfy the goals of PC and cannot maintain their competitive advantages because of the poor security condition of Pakistan. Feasibility Their strategy cannot be implemented in inflation and in this unstable situation because this strategy requires huge investments and in this type of situation customers will not want to visit hotels and restaurants. Acceptability to stakeholder In current situation they will not meet their stakeholders expectations i.e. high return on investments, growth, high cash flow and market capitalization. Therefore PC should select any other strategy for those emerging patterns. Ansoff growth vector matrix can help PC in choosing the best alternative strategy for the current situation. Ansoff matrix can be seen below:

Implementation This is very significant step because strategy fails due to not appropriately implemented. This sounds easy or else obvious but in practice can be extremely difficult. When implementing the strategy, it is obviously advantageous to stay aware remaining flexible to changes in the surroundings. Engaging people at an expressive level with the strategy is essential to make sure that the strategies succeed. Implementing a strategy successfully depends on selecting the right combination of organizational structure, control systems, and culture. Companies need to monitor and oversee the strategy implementation process to achieve superior profitability. The main issues in designing organization structure are how to group tasks, functions, and divisions; how to allocate authority and responsibility; and how to use integrating mechanisms to improve coordination between functions.

Strategic control provides the monitoring and incentive systems necessary to make an organizational structure work as intended and extends corporate governance down to all levels inside the company. The main kinds of strategic control system are output control and bureaucratic control, rewards systems, and control through information technology At the functional level, each function requires a different combination of structure and control system to achieve its functional objectives. At the business level, structure, control, and culture must be combined in a way that helps them implement their business-level strategy and manage the relationships among all the functions.

STRAGY RECOMMENDATION
The strategy should be according to the current condition of Pearl Continental Hotel, the strategy is about the Buffet of Pearl Continental Hotel that how they can improve their sales through this strategy, and how they achieve their goals by this particular strategy, so following steps are making this strategy complete whether its gain profitable for PC or not. Every organization does marketing mix for the successful marketing operation. Products This includes the physical product or service that your company is offering to the customers, where Pearl continental hotel provide foods to their customers in the form of buffet, where customers can enjoy the different varieties of foods in large quantity, and they can choose among varieties of foods for the evening time, Pearl continental hotel should in the control of services that what are we serving to the customers, are we serving effective foods to them or not. The food should be tasty and delicious, foods names are, chowmein, fried rice, egg rice, fry chicken, chicken Qoarma, chicken palao, French fries, yellow rice, while in the category of BAR.B.Q, roast chicken, mutton tikka, seekh kabab, chicken boti, and Sweet corner should be awesome, different sort of Sweets, Kheer, Kheer with different flavor, Custard (fereni) with different taste, jelly, ice cream, and much more in this section. Chinese dishes also available, Most of the people of Peshawar they like to eat beef and mutton for eating. Price This second part of the marketing promotion mix is how much you are selling your product or service for. This can include the total cost of ownership as well. As Pearl continental hotel is the Five star hotel in the province, and they provide buffet for their customers at evening, so they were charging 1500 Rs for buffet, so they will charge more price as compare to their competitors, and PC vision and mission is to provide tradition services to their customers, and provide excellent hospitality to them, as from the market survey majority of people like the environment of PC, so its makes them high cost if customer want to go in such a beautiful atmosphere, and market survey also tell us that they should decrease their high price so thats why it should be not very high, so in new strategy the price should be 1200 rupees per person only, while in their old strategy they charging more rupees, so it will increase their customers, In new strategy we reduce the cost, so more customer will visit buffet as compare to old one and this new strategy Cold drinks will also provide to the customers, which include Dew and Pepsi, and

also Wah water. Most of buffet restaurants are charging buffet cost without Drink, but in new strategy it would be with buffet cost, because if customers will drinks more so they cannot eat more, because their stomach will be full, and also these Drinks have more calories so once time they get the calories so their ability to eat will be less. Placement This is where you can purchase your product or service. In the marketing mix, this is commonly called the distribution channel. Pearl continental hotel will make a very beautiful place for the buffet in hotel; it will be Top of mind terminology, once time customer see the placement area and he or she just love to see it again and again, the arrangement should be Top of mind, and customers attracted towards the placement of food items. The decoration of the area should be very nice. Promotion Promotion covers all of the different ways you choose to communicate your business to the consumers. TV, radio, internet ads, coupons, etc. in this new strategy the promotion part is very important for the achieving of organization goal, now a days the importance of promotion is increasing day by day, Pearl continental hotel should advertise their services on electronic media, on Avt Khyber channel while also concentrate on billboard, because effective billboards are attract customers and they trying to know about the new things in PC. So these two things will lead the sales of PC up, while in new strategy the price of buffet is not much so more customers will come and it will increase the PC sales. Image in customers in this new strategy the image of pearl continental hotel will be familiar, and nobody will hesitate that whether its costing high price or not, because the price range is normal now so everybody will willing to come and get maximum satisfaction from their buffet. The main force of the marketing promotion mix is optimizing these 4 P's and utilizing them in PC hotel to get maximum effect. As you get familiar with what is expected from your product or service, you can tailor the marketing mix to serve your interests better. Changing price, adding sales locations, increasing or changing ads can all help you increase overall consumer response to the product and services. Conclusion In this new strategy PC target high class people, but in this strategy normal class people can also participate it, because if middle level people would like to go Shiraz hotel for 750 Rs, for buffet, why not come PC to for 1000 Rs only, while there is a lots difference in PC and other restaurants, PC image, Five star hotel, awesome atmosphere, so what a customer want more? And more than 30 sorts of foods in varieties, PC have separate portion for Sweets as well. So customer knows more than us, what to choose and what not, they are more conscious and aware from varieties and qualities of food, in this new strategy people will love to taste the PC foods, and they can fill the gap between PC hotel and other restaurants. So it will increase their sales

Furthermore, external
The internal analysis of firm can identify by strength weakness of firm and BCG matrix model while the environment analysis assesses the macroeconomic economic growth interest rate and currency movement which are identify through PEST analysis and Michael five factors. Similarly clarifies other critical issues in this regard organization make plan and set its future goal and for achieving it set a strategies. Formulation To define for the organization how can best complete and to define where and how the organization will compete furthermore ensure that changes in strategy are linked to changes in the planning and execution process. Clarify the boundaries of permissible change. Similarly, define where to compete differentiators how to compete make a strategy map financial model and strategic change agenda. This stage has three aspects of strategy involve. Make strategy for corporate level business level and functional level strategy.

SUGGESTIONS /RECOMMENDATIONS
-> In my point of view Pearl Continental Hotel should have its own book of manual in which authorities and functions regarding to designation will be clearly described. This would result in democratic type of management and avoid rebaptism. -> Company polcies shall be clearly defined and planned which result in efficient management and progress over the night . -> Balanced rates for rooms and food items shall be charged, keeping in view the other competitor s in local hotel industry like Holiday Inn Lahore

References
JOURNALS/ MAGAZINES Accounting Manual Pakistan Service Limited Human Resource Manual Pakistan Service Limited Sales and Marketing Manual Pakistan Service Limited Front Office Manual Projects on Pearl Continental Hotel Peshawar in IM Sciences library Accounting Manual Pearl Continental Hotel Peshawar Human Resource Manual Pearl Continental Hotel Peshawar Sales and Marketing Manual Pearl Continental Hotel Peshawar Interviews

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