DEDICATION
To the one!
EXECUTIVE SUMMERY
Serena Hotels is the international chain, which has achieved excellent international standards of quality products and services. In recognition of its high standard, the Serena Hotel was conferred the prestigious membership of the "Leading Hotels of the World". Serena Hotel is one of the world famous five star hotels all over the world. It provides very ostentatious services to all its clients. Like many other department human resource department has gained much importance in todays time. Without proper HR Dept no organization can achieve its objectives efficiently and successfully.
TABLE OF CONTENTS
TOPICS. PAGE#
HISTORY--------------------------------------------------------------------------------------------------------------------07 BUSINESS PORTFOLIO------------------------------------------------------------------------------------------------08 INTRODUCTION-----------------------------------------------------------------------------------------------------------09 SERENA IN DIFFERENT COUNTRIES-----------------------------------------------------------------------------09 ORGANOGRAM ----------------------------------------------------------------------------------------------------------11 GENERAL POLICIES----------------------------------------------------------------------------------------------------12 RECRUITMENT PROCESS WITH REFERENCE TO BOOK RECRUITMENT & SELECTION ------------------------------------------------------------------------- 14 RECRUITMENT STRATEGY---------------------------------------------------------------------------------14 OPENING & FRAMING JOB RESPONSIBILITIES-----------------------------------------------------15 SOURCES OF RECRUITMENT-----------------------------------------------------------------------------16 PATTERN OF ADVERTISEMENT--------------------------------------------------------------------------17 SCRUITINIZING, SELECTION & SOCIALIZATION----------------------------------------------------19 SCREENING & SHORTLISTING---- ---------------------------------------------------------------------- 19 JOB INTERVIEWS & TYPES---------------------------------------------------------------------------------20 SELECTION CRITERIA----------------------------------------------------------------------------------------22 RECRUITMENT PROCESS OF SERENA HOTEL ESTABLISHING REQUIREMENTS----------------------------------------------------------- -------24 CREATING POSTS----------------------------------------------------------------------------------------24 FRAMING JOB RESPONSIBILITIES------------------------------------------------------------------25 ANNOUNCEMENT OF VACANCY---------------------------------------------------------------------26 ADVERTISEMENT-----------------------------------------------------------------------------------------27 SCRUITINIZATION & COMPILATION OF APPLICATIONS------------------------------------29 REVIEW & SHORTLISTING-----------------------------------------------------------------------------29 ISSUEANCE OF CALL LETTER FOR INTERVIEWS --------------------------------------------31 INTRVIEWING PANEL------------------------------------------------------------------------------------31 INTERVIEW PROCEDURE---------------------------------------------------------------------- -------31
EVALUATION & SELECTION CRITERIA ------------------------------------------------------------32 ASSIGNING JOB RESPONSIBILITIES ---------------------------------------------------------------33 ANALYSIS ------------------------------------------------------------------------------------------------------------------------34 CONCLUSION ----------------------------------------------------------------------------------------------------------35 REFRENCES------------------------------------------------------------------------------------------------------------36
HISTORY: Founded and guided by His Highness the Aga Khan, the Aga Khan Development Network (AKDN) brings together a number of development agencies, institutions, and programs that work primarily in the poorest parts of Asia and Africa. AKDN agencies conduct their programs without regard to the faith, origin or gender.
Organizational Chart:
Business Portfolio: Agha Khan Development network includes 5the following businesses: Aga Khan Agency for Microfinance (AKAM) Aga Khan Education Services (AKES) Aga Khan Foundation (AKF) Aga Khan Fund for Economic Development (AKFED) Aga Khan Health Services (AKHS) Aga Khan Planning and Building Services (AKPBS)
Aga Khan Trust for Culture (AKTC) Aga Khan University (AKU) Focus Humanitarian Assistance (FOCUS) The University of Central Asia (UCA) Habib Bank Ltd.
There are a number of social activities being performed by His Highness the Aga Khan and the required fundings are supported by various institutes and one of the earning arms is the chain of Serena Hotels scattered all over the world.
Introduction:
Serena Hotels are affiliated by the Tourism Promotion Services (TPS). The Serena selection of luxury resorts, safari lodges and hotels spans some of the most evocative, exotic and enchanting destinations in the world. The Serena Group comprises a collection of 32 luxury resorts, safari lodges and hotels, which are located in East Africa (Kenya, Tanzania, Rwanda, Uganda and Mozambique) and Southern Asia (Pakistan, Afghanistan and Tajikistan). The Serena service profile guarantees unprecedented luxury, extensive amenities and unrivalled warmth of personal attention.
In Pakistan we have Serena in the following cities: Faisalabad Gilgit Hunza Islamabad Quetta Sawat Shigar fort near Skardu
The hotel, which is built on seven levels, features a range of terraces and pavilions, all of which enjoy long views over the northern valleys. On the ground floor, the conference and banqueting arena feature their own private entrances and have been designed to accommodate five thousand guests. The world-class business centre offers a range of services including nine interactive meeting spaces. The hotel features the Maisha Mind Body and Spirit Spa, which is the first facility of its kind to be built in Pakistan. As well as showcasing a roof-top temperaturecontrolled swimming pool, this uniquely luxurious health facility offers a state-ofthe-art gymnasium, sauna, steam, plunge pools and a series of treatment rooms offering a wide range of holistic well-being services.
Getting there
The hotel is situated in central Islamabad, 18 kilometers from Islamabad International Airport. Map: National University of Modern Languages and Sciences 8
Organogram:
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free medical consultations and subsidized medication through its on-site clinics. As an extension to this concept, the Group also operates a Wellness Program, which offers community education on the basics of healthy living and the dangers inherent in such health hazards as Malaria and HIV/AIDS. As far as infrastructure is concerned, the Group is committed to providing clean drinking water for all those communities that surround their hotels and, in many cases, to providing good road connections to local markets and community centres. Youth support The Group is committed to supporting the youth of the local communities via the provision of career, leisure, educational and training opportunities. The Group also extends youth employment opportunities by hosting regular career talks and involving local school-leavers in job-experience schemes. Charitable donations in cash and in-kind Serena and its staff support a broad range of charitable causes and community initiatives. These take many forms; cash, supply of foodstuffs or clothing, hosting of community events or provision of employee-time in the form of visits to orphanages, hospitals, old-people's homes or mental institutions.
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Selection:
The selection procedure is the system of functions and devices adopted in a company to ascertain whether the candidates specifications are matched with the job specifications and requirements or not. Or Selection is a process of hiring the best from the options available.
Recruitment Strategy
The Recruitment Strategy is a complete mix of the recruitment processes, targets to hire and approach to hire the best talents. The Recruitment Strategy is a document to define the approaches and to get the best talents from the job market. The recruitment strategy has to be connected fully with other strategic HR documents to provide the rest of the organization with a clear picture about the HRM approach to the issue.
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The recruitment strategy can also define some special programs to get the best potential candidates to the company and to attract them to be employed with the organization.
Job Analysis
A job analysis is the process used to collect information about the duties, responsibilities, necessary skills, outcomes, and work environment of a particular job. You need as much data as possible to put together a job description, which is the frequent outcome of the job analysis. Additional outcomes include recruiting plans, position postings and advertisements, and performance development planning within your performance management system.
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The HRM Function has to decide about the selection approach, the right competencies set and the ideal salary for the candidate. The HRM Function has the knowledge of the whole organization and it is a full HR role and responsibility to choose the candidate, who fits inside the organization.
Sources of Recruitment
Internal Recruitment
The Internal Recruitment is the most favorite source of candidates in the stable and developed companies. The Internal Recruitment needs a strong support from other HR Processes, because the unmanaged internal recruitment process can lead to disappointed managers and employees in the organization. The Succession Planning and strong and consistent Performance Management are needed to ensure the success of the internal recruitment. The internal recruitment can offer the chance to change the job position to anyone in the organization. The internal job candidate should be known to the organization and the HRM Function should provide the hiring manager with the information about the background information. The internal recruitment process has to be driven by strict and agreed HR Rules and HR Policies as the unclear rules for the process can bring a lot of tension inside the organization as the best employees can be easily stolen among different units and different managers. This issue looks pretty simple to solve, but the reality can bring difficult issues and conflicts among the management team and can affect the performance of the organization hardly.
External Recruitment
The External Recruitment brings new people to the organization, which can be a huge benefit for the organization. The External Recruitment allows the organization to define the right requirements and the organization can select the candidate, which suits the organization best. The external recruitment can be in many situations quicker solutions, mainly in the situation, when the job market is full of potential job candidates. The external recruitment and proper campaign increase the popularity of the organization on the job market, which helps to improve the position for further expansion.
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On the other hand, the external recruitment is expensive and takes a lot of energy from the HRM Function to handle all the job candidates in the selection process. Sources for the External Recruitment
Referral Recruitment
A very special kind of the recruitment source is the referral recruitment, when the employees are paid to provide the organization with their friends as potential employees. This can look strange, but it can provide the organization with many interesting candidates, who are not reachable via any other recruitment source.
Pattern of Advertisement
The attractive internal or external job poster
Many organization do promote their vacancies internally or they just simply put a flyer to the windows of the company to promote their vacancies to the public audience. Generally, this approach is fully correct, but the flyers are usually very BORING. The boring job advertisement can kill an even very good position. The people are not interested to read long articles and to know all the exciting details about the job position. The HR Marketing can help a lot to point out several important things and to make the advert look interesting enough to gain the attraction.Not using the attractive job posting and job posters is a huge mistake in the overall recruitment strategy.
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Job Interview
The job interview is not just about the selection of the best candidate for the vacancy in the organization. The role of the HRM Function during job interviews is to keep the alignment of the candidates with the corporate culture and overall recruitment strategy of the organization. The HR Recruiter has to know all the details about the corporate culture and the HR Recruiter is the person to test the fit between the candidate and the conditions inside the organization. The HR Recruiter has to be skilled and trained to recognize the values and drivers of the candidate to have a quick opinion about the fit of the candidate and the corporate culture.
Types of Interviews
All job interviews have the same objective, but employers reach that objective in a variety of ways. You might enter the room expecting to tell stories about your professional successes and instead find yourself selling the interviewer a bridge or editing code at a computer. One strategy for performing your best during an interview is to know the rules of the particular game you are playing when you walk through the door. The Informational Interview A meeting that you initiate, the informational interview is underutilized by jobseekers who might otherwise consider themselves savvy to the merits of networking. Job seekers ostensibly secure informational meetings in order to seek the advice of someone in their current or desired field as well as to gain further references to people who can lend insight. Employers that like to stay apprised of available talent even when they do not have current job openings, are often open to informational interviews, especially if they like to share their knowledge, feel flattered by your interest, or esteem the mutual friend that connected you to them. During an informational interview, the jobseeker and employer exchange information and get to know one another better without reference to a specific job opening. The Directive Style In this style of interview, the interviewer has a clear agenda that he or she follows unflinchingly. Sometimes companies use this rigid format to ensure parity between interviews; when interviewers ask each candidate the same series of questions, they can more readily compare the results. Directive interviewers rely upon their own questions and methods to tease from you what they wish to know. You might feel like you are being steam-rolled, or you might find the conversation develops naturally. Their style does not necessarily mean that they National University of Modern Languages and Sciences 19
have dominance issues, although you should keep an eye open for these if the interviewer would be your supervisor. The Stress Interview Astounding as this is, the Greek hazing system has made its way into professional interviews. Either employers view the stress interview as a legitimate way of determining candidates' aptness for a position or someone has latent maniacal tendencies. You might be held in the waiting room for an hour before the interviewer greets you. You might face long silences or cold stares. The interviewer might openly challenge your believes or judgment. You might be called upon to perform an impossible task on the fly-like convincing the interviewer to exchange shoes with you. Insults and miscommunication are common. All this is designed to see whether you have the mettle to withstand the company culture, the clients or other potential stress. The Behavioral Interview Many companies increasingly rely on behavior interviews since they use your previous behavior to indicate your future performance. In these interviews, employers use standardized methods to mine information relevant to your competency in a particular area or position. Depending upon the responsibilities of the job and the working environment, you might be asked to describe a time that required problem-solving skills, adaptability, leadership, conflict resolution, multi-tasking, initiative or stress management. You will be asked how you dealt with the situations. The Abillity Test For some positions, such as computer programmers or trainers, companies want to see you in action before they make their decision. For this reason, they might take you through a simulation or brief exercise in order to evaluate your skills.. the ability test can be enormously useful to you as well, since it allows you to demonstrate your abilities in interactive ways that are likely familiar to you. The simulations and exercises should also give you a simplified sense of what the job would be like. If you sense that other candidates have an edge on you in terms of experience or other qualifications, requesting an audition can help level the playing field.
emerged; some attempt to identify specific characteristics, while others attempt to identify personality as a whole.
A test, usually involving a standardized series of questions or tasks, used to describe or evaluate a subject's personality characteristics. Reference Check A test, usually involving a standardized series of questions or tasks, used to describe or evaluate a subject's personality characteristics. The Group Interview Interviewing simultaneously with other candidates can be disconcerting, but it provides the company with a sense of your leadership potential and style. The group interview helps the company get a glimpse of how you interact with peersare you timid or bossy, are you attentive or do you seek attention, do others turn to you instinctively, or do you compete for authority? The interviewer also wants to view what your tools of persuasion are: do you use argumentation and careful reasoning to gain support or do you divide and conquer? The interviewer might call on you to discuss an issue with the other candidates, solve a problem collectively, or discuss your peculiar qualifications in front of the other candidates. The Follow-up Interview Companies bring candidates back for second and sometimes third or fourth interviews for a number of reasons. Sometimes they just want to confirm that you are the amazing worker they first thought you to be. Sometimes they are having difficulty deciding between a short-list of candidates. Other times, the interviewer's supervisor or other decision makers in the company want to gain a sense of you before signing a hiring decision. The second interview could go in a variety of directions, and you must prepare for each of them. When meeting with the same person again, you do not need to be as assertive in your communication of your skills. You can focus on cementing rapport, understanding where the company is going and how your skills mesh with the company vision and culture. Still, the interviewer should view you as the answer to their needs. You might find yourself negotiating a compensation package. Alternatively, you might find that you are starting from the beginning with a new person.
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Selection Criteria
Selection criteria are essential to the selection process. They supply the means by which a selection committee can assess the relative merit of applicants and ensure that the assessment in shortlisting, interviewing and the reference checking stages is made on the same bases for all applicants.
Socialization
In order to reduce the anxiety that new employees may experience, attempts should be made to integrate the person into the informal organization. The initial T&D effort designed for employees is Socialization, the guided adjustment of new employees to the company, the job, and the work group.
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Hiring Criteria:
They select inexperienced people (raw hand) at certain levels. They have a policy that they train and hire their own employees instead of taking employees from the competitors. The probation period given to their employees is usually of six months.
Policies on Employees:
Their policy on number of employees is to have round about 700+ employees. They strictly follow the policy of no gender discrimination and each employee gets an equal opportunity of gaining experience from their organization.
Policy Reviewing:
They make sure their policies are reviewed and complied with on regular basis. Example: In 2001 they had a policy on providing transport allowance worth Rs.1800/- to their employees. But with the passage of time they felt the necessity to increase the transport allowance.
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Vacancy Chart:
Another thing kept in mind for the job analysis is their vacancy chart which defines the current posts, the proposed posts and the needed posts. They also use the technique of multitasking jobs to increase the efficiency of the employees.
Nature of Contracts:
Serena hotel has a philosophy known as THE SERENA FAMILY. This means there is no hiring on contract basis. They only offer permanent jobs and they NEVER FIRE THEIR EMPLOYEES. Example: Swats Serena Hotel has been closed for the last three years due to the security reasons yet they have not fired a single employee.
Salary Package:
They are offering 4-5 levels of salary packages for their employees along with some fringe benefits.
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Announcement Of Vacancy:
Nature of Hiring:
Serena hotel follows dual nature of hiring. i.e. Internal and External hiring. They also have local and international hiring.
Internal hiring:
Recruitment carried out within the existing workforce. Internal recruitment gives employees opportunities for promotion and to develop new skills.Internal hiring is employee friendly, boosts the morale of the employees and also saves the costs of the company.
o Medium: Notice board. o Techniques: Multitasking and training of employees. External Hiring:
The External Recruitment brings new people to the organization, which can be a huge benefit for the organization. The External Recruitment allows the organization to define the right requirements and the organization can select the candidate, which suits the organization best. The external recruitment can be in many situations quicker solutions, mainly in the situation, when the job market is full of potential job candidates o Types of External Hiring: International Hiring Local Hiring o Medium: Internet and news papers
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Pattern of Advertisement:
The pattern used by Serena hotel to advertise their jobs include: Announcement of job on internet Contracts with the job sites. Job adds in newspaper along with Job Specification forms. Some of their adds are given below: Add on Internet:
Chief Stewarding - Dushanbe Serena Serena Hotels- Pakistan and Central Asia
The nature of work includes but not limited to:
Hotel
Organize and co-ordinate F&B Support Team to ensures the availability of equipment, safety, cleanliness and hygiene of areas and equipment as per international standards. Ensures prompt, courteous and accurate service to all internal customers, in order to achieve a high level of satisfaction. Proposes and ensures the achievement of organizational standards in hygiene, cleanliness and safety for all F&B areas and equipment. Responsible for the organization of work within the stewarding department, including assignments & time schedules. Responsible for the preparation of Capital and Operational Budgets of the department in consultation with concerned department heads. Responsible for coordinating with Engineering for PMP and repair of all stewarding equipment. Ensures the necessary availability of all quality kitchen and service equipment by effective planning, maintenance, receiving, storing and issuing. Recommends changes in systems and procedures, to increase the efficiency and performance of the F&B operation. Develops and recommends new styles/designs of equipment, in order to improve on prevalent international standards. Proposes and ensures the effective utilization and availability of resources (men, material, cleaning supplies, energy, etc.) in the department. National University of Modern Languages and Sciences 26
Ensures practice of hygiene and safety precautions as well as compliance with hotel and company policies by the kitchen staff through training. Ensures career development and succession planning for subordinates through training.
Skills
Graduate / Diploma in hotel management 5 years hands-on experience in a stewarding department in a 3 to 5 star hotel Exposure to kitchen and F&B Service. Communicates all relevant information through daily briefings to all subordinates. Maintains friendly and professional relationship with all the employees. Always to have an open and positive attitude. Co-ordinates with Purchase department to ensure timely delivery of equipment. Negotiable remuneration package commensurate with qualification and experience will be offered.
Education
Bachelors
Company Profile
Serena Hotels, is a leading brand name in luxury hotels, are located in some of the world's most exciting and exotic destinations and each Serena experience is tailored to be
a unique and unforgettable experience. Our commitment to service and quality is legendary and unmatched. We ensure to use only the finest products. It is natural, therefore, to look for the finest in Human Resource too. Tourism Promotion Services (Pakistan) Limited, owners and managers of Serena Hotels in Pakistan and Central Asia are looking for the bright and energetic individuals to accept the challenging opportunities.
Job Details
Job Location: Tajikistan Company Industry: Hospitality/Tourism Job Role: Customer Service Joining Date: Unspecified Employment Status: Full time Employment Type: Employee Monthly Salary Range: Unspecified Manages Others: Yes National University of Modern Languages and Sciences 27
Number of Vacancies: 1
Preferred Candidate
Career Level: Mid Career Years of Experience: 5 - 7 years Residence Location: Unspecified Gender: Unspecified Nationality: Unspecified Degree: Bachelor's degree/higher diploma
Add In Newspaper:
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Methods:
The methods used for this process are of dual nature i.e. automated and manual. Automated: Automated process of sorting applications is generally used for the senior posts like post of manager, director, regional manager etc by using different softwares. National University of Modern Languages and Sciences 29
Manual: They also use manual process for the sorting of the applications. It is mostly used for the lower posts like waiter, bell boy, security guards etc.
Review:
After comparing with the requirements the applications and CVs are reviewed by using the skill matrix. Skill Matrix: Skill matrix is that scale on which each job is graded according to the job requirements.
Shortlisting:
On the basis of skill matrix the best of the applications and CVs are then selected for the interview.
Methods of contacts:
The methods used for contacting the applicants are: For Senior Staff: o E-mail o Telephones
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Interviewing Panel:
For the interview of the candidates usually the line managers and related department heads are on the panel.
Procedure of Interview:
Testing of Eligibility:
The interview panel tests the skills and abilities mentioned on the CVs.
Trials:
The trials are then taken by the Department Heads before the selection. These trials are of specific time period depending on the nature of the job. Example: o Trial for chef is for 3 days. o Trial for waiter is for 1 day
Types of Interviews:
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The types of interview conducted by the hotel are: Structured Non Structured Behavioral : for senior staff Non behavioral : for junior staff They are also planning to introduce psychometrics test before recruiting a person. For this test they have decided to have an internal panel consisting of their own psychiatrist. It will be applicable by 3 to 4 months. Honesty test: they practically observe their employees and then they are rewarded for their honesty. Ability test: the employer fills the assessment form and their feedbacks are then recorded in their files which are the basis for the promotion of the employees.
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Analysis
After visiting and obtaining detailed information on hiring and recruitment process of Serena Hotel we observed that they are following the General Principles and the International Standards for them.
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We also observed that the hotel is following and is planning to introduce some new policies to make their working environment innovative and more effective. For example: Introducing psychometrics tests in their interviews etc. In our view the hotels HR department is working in accordance to the international standards with full devotion and need no further improvements.
Conclusion
The importance of Human Resource Management in an organization cannot be denied. In case of a Hotel industry it gains more importance where a large
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number of diverse workforces have to be handled by the management. At Serena Hotel Islamabad the HR Dept is providing the Human Resource Services to fulfill the management requirements smoothly and efficiently. I have concluded that in Serena Hotel Islamabad HRM is running in a very organized and systematic manner. Through their dedication and commitment to their duties the HR Dept has made an endeavor to successfully implement the managements policies and procedures in the Hotel.
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