INTRODUCTION

AKBARS Resort is located on the River Chenab, GT Road Wazirabad. The resort is spread over 8 acres and is located in between the north bound of GT road. It provides access to many nearby cities like Gujrat, Gujranwala, Wazirabad and Sialkot. The land of 50 canals was purchased by the Akbars Resort Partnership in 2004 A.D and planning and designing the structure of AR took one year. The structure built by Madlow Builders with association of Izhar Pvt limited. Within three years, the physical look of Resort has arrived. In 2007, on Eid-ul-fitar, a soft opening ceremony of Kinara Bar B Q, Masjid, Banqueting Halls, Laundry and Basement Offices was held. Right after one year, second opening ceremony of two inside Restaurants, Rooms, Lobby, Gift Shop, and Pastry Shop was conducted in which more than three thousands guests were invited.

Mission We aim to provide All Our Guest Outstanding Quality and Comfort with Genuine Friendliness and Professional Warmth, Surpassed by none. Our Promise Our promise is to make your relationship with the resort as comfortable as possible; we strive to deliver to our maximum. Our goal is to make you feel at home, to know your needs beyond your experience, fulfill them in a manner that you wont feel that you are away from environment.

Objectives and Goals Our goal is to endow our guests with truly outstanding hospitality experience and also to propose opportunities to broaden their horizons and rejuvenate. Our most imperative purpose is to provide luxurious and lavish facilities to all of our precious guests. Our secondary target is to launch a chain of hotels in Pakistan, starting by our first branch in Gujrat. Restaurants Their restaurants include: Kinara Mobi Coffee Shop Khans Buffet Chobara

Kinara is a river open air Barbeque Restaurant with mainly Pakistani cuisine. Seating of the Restaurant is on the edge of the river hence called Kinara. Mobi Coffee Shop is 24 hours Coffee shop with Breakfast, lunch, and dinner services. Khans Buffet is the buffet restaurant with a

variety of dishes from around the world. Chobara is the roof top restaurant with a Punjabi touch, traditional furniture with ghazal programs in the evening. The resort consists of 26 guest rooms. The rooms are divided into Delux, Superior and Suits that are as follows; 8 Deluxe, 16 Superior, 2 Suites All the guest rooms come standard with following amenities: Internet and Cable TV facility in all superior rooms and suites Mini Bar Private safe deposit lockers Temperature control systems Luxury Ensuit Bathrooms

There is a Banquet space available for a wide variety of occasions with the capacity to host 10 to 2000 guests. A health club with latest Cardio and Strength equipment is also there with separate timings for males and females. A beauty salon for females is also there which is aimed at providing the best treatment to its clients. Other hotel services include internet, Executive Lounge, Laundry, Car Rental, Convenient Shop, event Management, Travel Desk, Bakery and Patisserie Shop and Ice Cream Parlour. Business and conference rooms are ails available for meetings.

HEIRARCHY

CEO

DIRECTORS ADMINISTRATION, FINANCE, MARKETING, HR etc

DIRECTOR PROCUREMENT

MARKETING MANAGER

FINANCIAL MANAGER

HUMAN RESOURCE MANAGER

SALES & PURCHASE MANAGER

Besides this, cashiers, technicians, operators, head chefs, assistant to head chef, butchers and waiters, gatekeepers etc. are there.

Departments 1. Rooms Division Department 2. Food And Beverage Departments 3. Sale And Marketing Department 4. The Accounting Department 5. The Purchasing Department

6. The Information Technology Department 7. The Human Resource Department 8. The Engineering Department

Human Resource Department Since Akbars Resort is a part of service industry, so HR department of a hotel is fundamental and carries a great value. A hotels reputation for good services depends on choosing and training the right employees. This department is concerned with all aspects of employment like recruitment, selection, training & development, employee service, safety, employee benefits and socialization of employees. This is also responsible to maintain labour management relations and looks after employees benefits and discipline. The HR department maintains complete and up to date service record in respect of all employees.

Objectives of the HUMAN Resource Department Job Analysis Recruitment Selection Orientation Training Compensation

Human Resource Management Process

Strategic behavior of Human Resource Department
The hotel management is using the strategic management process to determine its future human resource needs. As it is a developing project now, so it has the need to hire new staff for each of its new plan. Strategic Planning Akbars Resort was planned as follows; A 24 room luxury hotel accommodation Luxury penthouses with 2 bedroom suites for families Indoor Chinese Restaurant Open Air Barbeque with Huts by the Riverbank named as Kinara. Indoor continental buffet breakfast, lunch and dinner Indoor coffee shop and lunch Al Carte. Resorts own Patisserie shop with Bakery and Sweets. A Gift Shop for visitors Roof top Barbeque restaurant with splendid open views Health Club Business Centre with state of the art equipment Open Air Joy land and Mini Golf Club Banqueting Hall on Level 1 catering for up to 600 Guests Banqueting hall for up to 800 Guests Banqueting lawns for weddings with 2500 guests A modern architect mosque for visitors The project is totally Centrally Air conditioned and heating in winter. Superior views from all sides of the hotel

Explicit Interiors in all parts of the building.

A number of plans have been implemented. Now the remaining part of the project is under construction. They use strategic planning to determine future HR needs. For example, Chobara and Joy land are under construction. The hotel will need to hire new employees to meet its future needs. Need for new staff of hotel is determined through current supply of labor and future demand for labor. It also gives a clear assessment of what quality and quantity of labor is needed in the future. The hotel management then decides that when to recruit new staff in future. Hotel management has currently generated a pool of CVs for new employees which would be checked out in the future as the need to hire new employees would originate. The functional strategy of Akbars Resort supports its competitive strategy. To play a role in executing its strategies, Akbars Resort requires highly committed employees which are the part of the hotels culture. The HR department at hotel tries to play its strategic role to fulfill the needs.

Job Analysis HR Policy

The human resource manager of hotel collects data about different work activities which are necessary to run the operation of the hotel. Then the necessary skills, abilities and knowledge are determined which are necessary to perform the work tasks. Performance standards are determined. The environment or context in which the specific tasks are to be performed is also determined. The human resource department of hotel sees the organizations hierarchy and then checks out that what jobs would be performed by which position of employees. The policies oh HR department are;

 Reporting directly to G.M.

Staff recruitments according to Manning guide priority approved by G.M and C.E.O.

Staff recruitments to be carried out as noted below:

To arrange the candidates through newspaper ads personal contacts and other job Seekers Sources.

To check the requirements forwarded by Department Heads. Collect the CVs and ensures the CVs are correct.

Arrange interviews with Dept Head, G.M.

After selection of candidate, prepare personnel File, inform the candidate about Salary, date of joining, companys HR policies.

Regarding firing a report to be collected from Dept. Head and initial enquiry to be completed. If required, second enquiry to be conducted by G.M to prepare the final verdict. If the employee is found involved in theft, pilferage or any sort of malpractice, should be terminated immediately without any benefits.

HR will manage Security, Transport, and Staff Welfare including accommodation bed or Linen, Staff Medical, Staff vacations, Staff appraisals with due approval of department Head or finally the G.M.

Recruitment
After making the Job Analysis and developing Job Description and Job Specifications, HR manager then make efforts to recruit applicants for the available positions. Akbars Resort recruited through giving ads in newspapers only for the first time. Most of the staff is recruited on reference basis or through contacts of management. Sources of recruitment at Akbars Resort are:

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 of hotel.

Outside Candidates The hotel does not use advertising to attract external candidates. Advertising was used only for the first time. The word of mouth from existing employees does the job of getting the outside candidates. Internees are a source of outside candidates.

Staffing Procedure

The organizations recruiting procedure is based on the nature of the job. What kind of job it is? Is it job for labor or some managerial level?

Then according to the job requirement, job description and job specification is prepared by HR manager with the collaboration of related departments directors/GM. The supervisors have to tell about the position to be filled. The HR manager has to consult with the GM of the particular unit. After the proposal has been discussed the approval is given.

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

Whenever a vacancy is available, the applicants are called for interviews.

The selection is done on the basis of defined criteria for different jobs.

Employement Planning & Forecasting

Recruitment Creating a pool of candidates

Applicants' application forms

Selection tools (Interviews)

Candidate becomes employee

Selection
Selection varies according to the job post. CVs are trickle down. For some jobs (like chefs) work sample technique is used. Selection is based on the qualification and experience relative to job specification. The candidates are then called for interviews. The interviews may be structured or unstructured depending on the nature of job. For example candidates like lower staff members are interviewed by HR manager or GM in unstructured way. Panel interview is usually used to hire the management staff. While candidates like managers, are interviewed by directors of the related department in a more structured manner. The situational interviews are used to determine how a candidate would be behaving in a given situation. Such questions are asked which check out the personality, temperament and attitude of the candidates.

The basic criteria for selection are; Appearance and Grooming Professional Qualification Experience and Knowledge for the job applied Communication skills Potential for growth Reasoning and judgment Computer skills

Orientation
After selection of employees, an orientation program is held. The employee is given a brief introduction if the hotel, about every department and the working environment in which he has to work. The employees are provided with the job description at the time of orientation which guides them for the services they have to provide. New employees are told about the norms, culture, ethics, and rules and regulations of the hotel. It is the duty of all the employees to respect the customers and other staff members. The privacy of other employees should be respected.

Training and Development

Employees are then trained according to the hotels needs. They provide on the job training to their employees. Safety training is also provided to the employees. Employees are trained for the basics of the hotel which comprise the culture of Akbars Resort.

Their Basics Always greet a guest warmly and sincerely, with eye contact and using guest name if and when possible. Always smile sincerely. Always present yourself in a professional manner. Proper footwear, clean and polished. Correct name tag Clean, neat and properly fitting uniform.

Always use appropriate language when talking to guest and colleagues. Always report hazards to your supervision. Always treat your colleagues with respect.

The trainees performance is judged and evaluated by the supervisors. This appraisal shows employees: Ability and Desire to learn Leadership Qualities and Team Work Discipline Attitude Flexibility Personality Strengths and Weaknesses

Performance Appraisal
The supervisor gives his remarks about the performance of the employee. This appraisal is essential for enhancing the productivity of the employees and to bring quality improvement in overall performance of the organization.

Performance appraisal is done by the supervisor who reports to the director of the related department. The most important factors that are considered while appraising an employee are:

Appearance Professional Work Leadership and Teamwork Communication Business Attitude and Operational Performance Achievements of Objectives

Benefits and Compensation

Work Schedule and Pay Structure Work schedule differs for different employees. For example, different managers are required to be present in official timings. For operational employees the facility of flexible work is there in two shifts. One day is off during the week. Employees are paid according to their job position. However, employees are paid equally for equal work. Employee Cafeteria This is the important section to facilitate the employees. The hotel offers free meals and tea to employees. Leaves The leaves structure is as follows; 10 Sick leaves with medical certificate 15 Annual leaves

Medical Facilities Employees are also provided with the medical facility in the recommended hospitals. Transport Facility and Other Benefits Free pick and drop service is provided to the employees. Free uniform and laundry service is also provided to all the employees. The hotel provides the benefit of pay rise to all of the employees. It follows the law of equal pay for work of equal worth.

Challenges for the HRM Department

As it is a developing project, so HRM Department of Akbars Resort has to cope with internal as well as external challenges to ensure the achievements of its mission. Some of the challenges may be: Economic Challenges Loyalty of Employees Competitive Environment Lack of Trained Workforce Conflict Management

Flaws and Recommendations

Certain flaws which are observed in the HR practices of the hotel are given by along with recommendations: The HR department at Akbars Resort is somehow deactivated. It should be an activated one like other departments. It should always be searching for new opportunities to hire the most capable staff in order to fulfill the needs of the organization to meet its strategic goals. The hotel should have clear organizational chart to allocate the authorities and responsibilities. The selection criteria for different staff members need to be reconsidered. It should be modified to ensure that most efficient employees have been selected. Upper management must There must be periodic training programs to train their staff in order to bring their hotel up to the five star hotels standards. No bonuses are offered to employees for better performance. More incentives should be provided to the staff members in order to keep them motivated. Management should take serious notice to reduce turnover rate of employees. Moreover, management should make policies to retain their employees. Employees socialization and career development need to be considered. Outside talent in different areas must be encouraged to increase performance of the organization.