CHAPTER NO.

History and Introduction of Ramada Hotel

1.1 History
The Ramada brand began in 1954, when a group of investors opened the first
Ramada Inn in Flagstaff, Arizona-the first in a series of "motor hotels." That same
year, the group adopted the name "Ramada," a Spanish word meaning "a shaded
resting place," and sold its first franchise. Since then, Ramada Worldwide has grown
to over 850 locations in 34 countries. Ramada Worldwide is a global presence that
provides a familiar heaven for travelers. Positioned to appeal to mid-market leisure
and business travelers, Ramada hotels offer guests a harmonious blend of comfort
and affordability.
About Ramada Worldwide

Ramada International is the company that owns, operates, and

franchises hotels using the Ramada name outside of the United States and Canada.
Ramada International was formerly owned by Marriott International, a competitor
of Cendant, which owned Ramada in the United States and Canada. In 2004, however,
Cendant purchased Ramada International from Marriott, which gives Cendant
worldwide rights to the Ramada name. Despite now being under the same ownership,
Ramada and Ramada International remained separate entities. In 2006, the hotels and
hospitality divisions of Cendant were spun off into Wyndham Worldwide.
1.2 Wyndham Hotel Group
Wyndham Hotel Group has locations in 50 countries spanning 6 continents. Our
brands compete in market segments from economy to upscale. Each brand has a
unique positioning in its segment and dedicated marketing programs. With our diverse
portfolio and world-class services and support, you will find that we offer you
opportunities that other franchise systems just cant match. The wyndham family of
brands has with a global presence of 12 brands in over 60 countries and almost 7,000
hotels offering over 580,000 guest rooms. Such as Bay Mont Inn, Days Inn, Knights

Inn, Ramada world wide, super 8, Wingate by Wyndham, Wyndham Hotels and
Resorts.

1.3 Six Commitments from Ramada

There are six commitments for the employees of Ramada inn hotel multan which are
given in the following.

R
A
M
A
D
A

eady. I am ready to take care of my guests with a smile and

great attitude. I am ready with my uniform and name tag. I
am ready to help my co-workers.

nticipating. I am anticipating my guests needs, thinking

ahead, and providing great service because I know what
they go through when traveling.

aking a connection. I am making a connection with

guests by smiling, looking into their eyes, and using
their name. I am making a connection with the right
body language and a happy, caring tone in my voice.

ware. I am aware of my hotels amenities and services. I am

aware of my hotels surrounding area in order to give good
directions and proper information.

elightful. I am delightful and care about the little things my

guests expect. I am delightful and never use the word no
when I talk to my guests and co-workers.

ppreciative. I am appreciative, thank my guests often, and

invite them to return. I am appreciative, to be associated
with my Ramada and Ramada world wide. I am
appreciative, of my co-workers.

CHAPTER NO.2

Objective, Mission of Ramada Inn

Hotel
2.1 Objective of Ramada Hotel
Actually, this is Hospitality industry as Ramada world wide Hotel and they want to
build more and more relationships with their guests or guests for their business. They
want to satisfy their Guests. The objective is ultimately to earn the maximum profit
with the utilization of minimum sources and to become a market leader.

2.2 Mission of Ramada Hotel

Building the worlds preferred places to meet relax and dream. That means to provide
best shelter and relax place to the guests where they can feel more comfortable than
their expectations. Because every guest wants to take best place to relax that must be
clean and luxurious with the modern standard. So its Ramada Inn Hotels mission to
provide all these kinds of facilities to their guest with secure and peace environment.

2.3 Goal of Ramada Hotel

The goal of Ramada hotel is to get a good will and want to sustain at the top of the
hospitality industry. Ramada inn hotel also trying to make its market share bigger than
the other competitors so thats why they are providing best facilities to their customers
particular in Multan city. So, Ramada hotel is trying to capture maximum area of the
market in Multan wants to be a market leader.

CHAPTER NO.3

Hospitality and its Meanings

3.1 What is Hospitality?
Hospitality is the relationship between a guest and a host, or the act or practice of
being hospitable. Specifically, this includes the reception and entertainment of guests,
visitors, or strangers, resorts, membership clubs, conventions, attractions, special
events, and other services for travelers and tourists.
"Hospitality" can also mean generously providing care and kindness to whoever is in
need.
The hospitality industry is vast and very diverse. Any time people travel, stay in a
hotel, eat out, go to the movies, and engage in similar activities, they are patronizing
establishments in the hospitality industry. The management of such establishments is
very challenging, as managers need to be flexible enough to anticipate and meet a
wide variety of needs. They must also handle tasks such as training employees,
handling staff, setting standards, and so forth.

3.2 Meaning of Hospitality

The word hospitality derives from the Latin word hospes, which is formed
from hostis, which originally meant a (to have power). The meaning of "host" can be
literally read as "lord of strangers." hostire means equalize or compensate.
In the Homeric ages, hospitality was under the protection of Zeus, the chief deity of
the Greek pantheon. Zeus was also attributed with the title 'Xenios Zeus' ('xenos'
means stranger); emphasizing the fact that hospitality was of the utmost importance. A
stranger passing outside a Greek house could be invited inside the house by the
family. The host washed the stranger's feet, offered food and wine, and only after the
guest was comfortable could ask his or her name.
Hospitality management studies provides a focus on management of hospitality
operations including hotels, restaurants, amusement parks, destination marketing
organizations, convention center, country clubs, and related industries.

How Is International Ramada Hotel operating today?

Today Ramada, which has been owned by Cendant Corp. since 1997, operates hotels
throughout the United States. The company is comprised of three segments:

Ramada Inns
Ramada Limited
Ramada Plaza Hotels

Travelers in motion can come to rest at Ramada. Ramada Worldwide is a leading hotel
franchisor with some 900 locations in more than 25 countries. In the US and Canada
the company operates through its Ramada Inn, Ramada Limited, Ramada Plaza, and
Ramada Hotel (Canada) brands. Its Ramada Inn hotels cater to the mid-market
hospitality segment and typically feature such amenities as swimming pools, lounges,
and restaurants, while its Ramada Limited offers fewer amenities for budget-minded
travelers. Its small number of Ramada Plaza properties targets the upscale segment.
The company also has brands specific to international markets. Ramada Worldwide is
a subsidiary of hospitality firm Wyndham Worldwide.

CHAPTER NO.4

Hierarchy of Ramada Inn Hotel

4.1 Hierarchy of Ramada Inn Hotel

M.D
M.D
(Sheikh Abdul Hameed)
(Sheikh Abdul Hameed)
CEO
CEO
(Mian Faisal)
(Mian Faisal)

G. Manager
G. Manager
Ehtasham ul Haq
Ehtasham ul Haq

H.R.M
SyedH.R.M
usman
Syed
usman
ahmad
ahmad

F.C
AjmalF.C
Ijlal
Ajmal Ijlal

Chief Engineer
Chief Engineer
Muhammad
Muhammad
Saleem
Saleem

R.D.M
R.D.M
Mam Maria
Mam Maria

Chief Exec.
Chief
Exec.
(House
Keeping)
(House Keeping)
Muhammad
Niaz
Muhammad Niaz

Manager
Manager
(Front
Office)
(Front
Office)
Mrs.
Anjum
Mrs. Anjum

Purchase Manager
Purchase
Manager
Muhammad
Muhammad
Nauman
Nauman

Manager
Manager
(Communication)
(Communication)
Muhammad
Aslam
Muhammad Aslam

Manager (I.T)
Manager
(I.T)
Tariq
Masood
Tariq Masood

F & B Manager
FMr.Khuram
& B Manager
Mr.Khuram

CHAPTER NO.5

Human Resources Department

Human Resources Department is the mother of the organizations and HR department

is playing a vital role in every organization so thats why every organization is mostly
relying on this particular department. Because HR department provides best resources
to the organization through which an organization can lead and develop and maximize
the profit. There are many functions of HRD and those having the great importance
but the main function of HRD is to hire and fire the employees on the basis of the set
standard. In the Ramada Hotel the HRD is also performing the functions such as
Recruitment, Selection, employee motivation, performance appraisal, employee
services, training and development. Actually, HRD hired employees on probationary
period of 3 months and appraise that whether that person is able to perform his job or
not.

5.1 Sections of HRD

There are two sections of HRD in Ramada Hotel Multan.
5.1.1 Time Office
Actually, time office is performing his duty under HRD and they are maintaining the
attendance records, furnitures records, disciplines, vehicle records, employees check
in and check out time and mail receive and mail dispatch as well. Time office is also
maintaining the vouchers of sick leaves, casual leaves, and annual/earned leaves.
These all records are maintaining on the basis of employees, whether they are related
with management level or labor level. The office timing is 9:00 am to 6:00 pm. Time
office is performing his duty on the basis of 24 hours because labor level employees
work on different shifts.
5.1.2 Security Office
The security office is very important and providing security to hotel. There are 20
members of security including one officer who is supervisor for all the security
members. Security officer gives the instructions about security particular how to use
guns and pistols. And then security officer maintains the record of all the security

members who are performing their job under the supervision of the security officer.
Main functions of Security are:

1. To secure things from its all possible threats.

2. To secure Building, Equipments, Hotels Guests, Staff and their Belongings.
3. To enforce and maintain discipline, law & order situation.
4. To control pilferage / Thefts.
5. Liaison with Local Administration.

5.2 CCTV Room

The security is very important for every organization particular this modern period
because there may be different threat so thats why CCTV that means close circuit
cameras is being control in this room. There are different cameras fitted inside the
hotel and outside the hotel as well. Through these cameras every person is being
captured with video recording. Activities of all people are also being captured that
they are performing with in the boundary of hotel or outside the hotel. There are two
persons those are controlling CCTV room in two shifts. First one is day and second
one is night.
5.3 Welcome to every employee by HR department
HR department says welcome to every person those has been hired by HR department
so after hiring the employees they give orientation check list to the new employees in
which all hotel policies are mentioned for

those new ones. The employees are

bounded to follow these policies. So they provide check list that is given following for
the new employees:

NEW EMPLOYEE ORIENTATION

Checklist

Organization hierarchy, introduction & functions of departments.

Shift timings for Male & Female.
Staff cafeteria timings & procedure.
Staff lockers & procedure.
Personal hygiene.
Bike, Motorbike & Vehicle Parking, procedures.
Hotel I.D.No / Time Clock No.
Time Office Procedures, (Time IN/Out, Body Search, Personal
Belongings, carrying heavy amount etc.).
Salary period (26 to 25 of each month), deductions (EOBI, ESSC,
Fine on disciplinary violations etc.)
Medical fitness policy.
Late coming policy.
Leave & Absenteeism policy.
Benefits (discount, medical, leaves, birthday cake, training courses,
etc.)
Use of Telephone.
Leaving place of work at the end of duty.
Smoking, Eating, Drinking during duty hours (only in staff cafeteria).
Salary increment, promotion, performance appraisal policy.
Disciplinary actions (Warnings, fine, suspension etc)
Lost & Found procedure.
Loyalty & Honesty with the organization.
Entering hotel premises after or before duty timings or after
resignation or services termination.
Job description.

I _________________________hereby declare that I have been fully briefed

about the above policies / procedures and in case any further query, I shall
prior contact the HRD.

Sign.__________

5.4 Functions of Human Resource Department

The functions of HR department are given in following such as recruitment, selection,
employee motivation, performance appraisal, and employee services, training and
development.
5.4.1 Recruitment
The pool through which you attract the skilled employees is called recruitment.
5.4.1.1 Technical Staff
Technical staff is further divided into following three categories.
5.4.1.2 Contractual
These type of people are manual worker those perform their work.
5.4.1.3 Daily wages
These types of people are labor and they perform their duties in hotels such as dish
washers, waiters, technicians etc.
5.4.1.4 Permanent Staff
In permanent staff there are top executives employees such as Managers, assistant
managers, supervisors, officers. They people are all come in permanent staff members
and performing high duty as they have been assigned. All the official work is
depending on these executives for the development of the organization.
5.4.2 Selection & its Criteria
The process through which you choose suitable employees is called selection.
Following is the selection criteria of employees in Ramada inn hotel.
5.4.2.1 Relevant Experience
A). to check skills you ask Questions from employees.
How many years of experience in previous organization?
What was your designation in previous organization?
What was your responsibility in that organization?
How much capable you are in resolving problems?
How much command & grip on staff members you have?

10

5.4.2.2 Qualification
The qualification will be based on following:
The criteria of the qualification of the employees must be relevant about 70%.
Original documents must be verified and there will be required experience certificate.
5.4.2.3 Appearance
Hows the personality of the person having? And how is he showing himself in front
of you?
5.4.2.4 Consent
There is need to think of the person about why, what and how he actually wants to do
this job?
5.4.2.5 Salary Package
There is need to ask that person about his last salary package and what package
organization will offer and what are his expectations?
5.4.2.6 Fringe benefits
Fringe benefits will be given to employees such as Bonuses, Eid packages, Medical
facilities.
5.4.2.7 Confidence
Confidence is necessary to perform every job so it has great importance and assess by
interviewer.
5.4.2.8 Devotion
How much interested that person to perform this job?

Following is the interview rating report of Ramada hotel multan through which
employees are being selected for the job.

11

RAMADA MULTAN
HUMAN RESOURCE DEPARTMENT
INTERVIEW RATING REPORT
Name of Candidate ______________________________________________
Position application for ___________________________________________
Out Standing

Good

Average

Poor

Remarks

Qualification
Professional Knowledge
Related Experience
Personal Appearance
Communication Skill
Reasoning & Judgment
Poise & Maturity
Potential
Strength for this Job: _________________________________________________________________
___________________________________________________________________________________
Weakness for this Job: ________________________________________________________________
___________________________________________________________________________________
General Comments: __________________________________________________________________
___________________________________________________________________________________

Recommendations
(A)

Recommended for
Employment

Approved By: ________________

_______________

(B)

Held for comparison with other candidates ___________

(C)

Not Recommended ______________

HRM

________________

HRD

_________________

Trail W.e.f

________to_______

Department __________________
Date

_________________

Interviewer _________________

12

5.4.3 Employee Motivation

To motivate employees, there are different things that Ramada hotel multan is
following as given below:
5.4.3.1 Letter of appreciation
When the employee of the Ramadas perform a great job then top management thinks
that the employee deserve the motivation and the letter of appreciation is issued to the
employee by the HR department and one copy will be patched in his file.
5.4.3.2 Employee Birthday cake
When the birthday of any employee will become then there is rule that the 2 pound of
cake will be given to that employee for his motivation whether he is labor or official
but it will be given on the basis of his identity card.
5.4.3.3 Increment on salary
When any employee performs his job in a better way then there was an increment on
his salary on different ratios basis on his performance towards job.
5.4.3.4 Designation increase
When any employee performs his job extra ordinary then his status will be increase
that was mostly in the department of Food and Beverage services.
5.4.3.5 Employee of the Month and year
Another way of motivation HR department adopts, that employee of the month or of
the year will be selected on two bases. Firstly, the department head will assess his
performance through out the month or year and then HR department will assess his
performance through his own way and then meeting will be conducted of top officials
and then employee of the month or year will be declared.
5.4.4 Employee Services
There are different facilities provided by Ramada Inn hotel to his employees.
5.4.4.1 Lockers
The facility of the lockers is provided to all employees by Ramada hotel whom they
can put their precious things in to the lockers and these lockers are issued to all
employees by the HR department on individual basis. Executive lockers are at
different place instead of other employees together.

13

5.4.4.2 Cafeteria
The lunch and tea facility is provided by Ramada hotel to all employees at noon
through out the week with different delicious dishes of menu and tea in morning and
evening as well.
5.4.4.3 Hostel facility
The hostel facility is also provided to those employees come from different cities and
work in Ramada. That is almost near to the hotel.
5.4.4.4 First Aid facility
The First aid facilities are also provided to all the employees by HR department such
as tablets of fever, pain, bandage etc.
5.4.4.5 Special Discount
The special discount is provided by Ramada hotel to his own employees till 20% in
all restaurants situated in to the hotel.
5.4.4.6 Car facility
When any employee wants to go out side the hotel for the purpose of hotel then the
car facility with driver is provided to the Manager, Executive. There is also one motor
bicycle all the departments but particular for finance department those deal cash with
state bank or other bank.
5.4.5 Performance Appraisal
The process through which the performance of employee is being assessed is called
performance appraisal. It may become after 3 months or before this period. The head
of the department will assess the performance of his subordinates and then fill up the
specimen and send it to HR department and then HR department will take action
against it. Specimen for performance appraisal is given in the following:

14

PERFORMANCE APPRAISAL / RATING SCALE

Date:________
Reason for this rating:________________________________________________
I.D.No.____________Employee Name_____________________________________
Department:______________Position:____________________Present:__________
Salary
Employment Date:_____________Date of last increment / Appraisal:_____________

JOB KNOWLEDGE
Consider his/her job
Knowledge gained
through Experience,
education or

POOR

FAIR

SATISFACTORY

GOOD

EXCELLENT

1
Serious gaps in
essentials of job

2
Satisfactory
knowledge of
routine job
aspects

3
Adequately
informed on
Most phases
of job.

4
Good
knowledge of
all phases of
job.

5
Excellent
Understanding
Of job.
Extremely well
informed.

Specialized training.
QUALITY OF WORK
Consider neatness,
accuracy and
dependability of results
regardless of volume.
QUANTITY OF WORK
Consider the volume of
work produced under the

normal conditions.
ATTITUDE /
COOPERATION:
Cooperative,
Enthusiasm,
Responsive, Helpful to
others, accept
suggestions and new
ideas.
ORAL AND WRITTEN
COMMUNICATION:
Able to understand,
deliver, receive, convey
messages well to others.

ABILITY TO PLAN/
JUDGEMENT /
INITIATIVE:

Able to make Decisions

or plan independently
and makes sound
decisions in out of
routine
ATTENDANCE &
PUNCTUALITY:

Poor quality,
many errors or
rejects.

Quality usually
ok, some
errors or
rejects.

Satisfactory
quality.

Quality
exceeds
normal
standards

Consistent
high quality
work

Falls below
minimum
requirements

Usually meets
min.
requirement

Satisfactory
quantity

Usually well
exceeds
minimum.

Consistently
produces
superior
quantity.

Uncooperative,
resents
suggestions, no
enthusiasm

Often
cooperate,
often accept
suggestions

Satisfactory
Cooperation,
accepts new
ideas.

Responsive,
cooperates
well, helpful to
others.

Excellent in
cooperation,
welcomes new
ideas, very
helpful &
enthusiastic

Unable to
express ideas
clearly. Often
mis-understood

Express ideas
satisfactorily
on routine
topics.

Generally
express
thoughts
adequately.

Consistently
Express
thoughts
clearly.

Excellent in
cooperation,
welcomes new
ideas, very
helpful &
enthusiastic

Decision often
wrong or
ineffective.

Judgements
often sound
but make
some errors.

Good
decisions
resulting from
sound
analysis of
factors.

Sound logical
thinker.

Consistently
makes sound
decisions,
even in out of
routine
situations

Consider leave availing

ratio & duty timings through
out the year.

15

LEADERSHIP/
POTENTIAL TO
HIGHER
POSITION.
Able to get job done from
others, potential for
promotion to Sr.
Positions

Points(

DEDUCTIONS (1 point each from date of last appraisal) for: Warning

4 times late in each month
Points Achieved (

Suspension

any other policy / procedures violation etc.

) Deductions (

) = Total Points (

OVERALL EVALUATION

1-8
POOR

9-16
FAIR

06%

SATISFACTORY

17-24

25-32
GOOD

33-40
EXCELLENT

08%

10%

12%

16

DEPARTMENTS RECOMMENDATIONS:
Based on the present evaluation, what action do you recommend?
Salary Increment

Promotion

Salary Adjustment

Amount Recommended (if increment or salary adjustment)

Rs._____________________
Position recommended (if promotion
recommended):___________________________
Recommended for employment
Y
N
(if evaluated after probation/trial)
Reason (if No) _______________________________________________________
___________________________________________________________________
___________________________________________________________________
or any other action recommended:________________________________________
___________________________________________________________________
___________________________________________________________________

____________________
Immediate Supervisor
Name / Sign.

_____________
DATE

_________________
Department Head
Name / Sign.

------------------------------------------------------HRD Remarks:

______________________
Human Resources Manager
Date:___________
_______________________________
APPROVED BY
Managing Director / General Manager

Agreed By:

Employee Name: __________________ Sign.________________ Date: __________

5.4.6 Training and Development
17

Training is a major operational function. It is responsibility of every Supervisor,

Department Head and the General Manager. It is one responsibility that cannot be
delegated. Training must be continuous process of the dynamic nature of our operations.
The company policy of promotion from within, plus changes in organization, job,
responsibilities, methods, business value and changes in individual employee behavior
and knowledge all call for increase modification of knowledge, attitude or skill. All of
these changes can be most effectively brought about by planned and continuous training.
Human Resources Department is responsible for imparting and supervising all training
activities. Training is the process of currently oriented that employee learns to perform

his job after getting training. While development is the future oriented through which
employees learn and develop him self to perform the job into the future. It means the
training provides different tools or skill to perform job right now but development
provides different tools or skills to perform the job in to the future. Almost daily every
department of Ramada is providing training to his employees in order to perform
better job.
5.4.6.1 Orientation
Here will provide direction to the employees by their head of department that what
they have to go and what to achieve? They give proper training to every employee so
that they perform their duty in a perfect way.
5.4.6.2 Scheduled
Proper schedule has pretty much important for every work so that in Ramada hotel
HR department provide proper schedule to every department then they follow that
particular schedule for training their employees.
5.4.6.3 Fire block training
This is probably a very important training in Ramada hotel when there will become
fired around every place then how would you going to tackle that. There are different
tools provided such as sand of buckets, fire protection cylinders on the wall. So this
type of the training is provided to every employee of the hotel as it is necessary for
every one.
5.4.6.4 Security training
Security training is very much important particular in this period where there is a
security threat of suicide or bomb blast so thats why security training is provided to
the security office by the Human Resources Department as it comes under the HRD.

5.4.6a Methods of Training

18

Although there are two or more than two methods of training from which the main are
two such as firstly on the job training method and secondly off the job training. So
Ramada hotel provides on the job training to their employees.
5.4.6a.1 On the Job training
The employees are performing their duties and the training is providing with their
according to the schedule that is made by HR department to all the departments.
5.5 Kinds of Employees
There are five kinds of employees in Ramada hotel.
1. Permanent
2. Temporary
3. Contractual
4. Apprentice/ Trainee
5. Daily wages
5.5.1 Permanent
Permanent employees are staff those actually are top executives, managers, assistants,
supervisors. There are different departments in Ramada hotel then permanent
members are also performing their duties in a great way as per the requirement of the
organization.
5.5.2 Temporary
Temporary employees are those who perform their duties on short term basis but not
permanently actually and they may be on probationary period of 3 months in which
they are being assessed by the HR department.
5.5.3 Contractual
Contractual employees are on the basis of short time period or long time period of
contract and performing their duties in a right way as they are assigned by top
management.
5.5.4 Apprentice/ Trainee
This is another type of employee who performs his duty as a trainee with some
amount of pay but in Ramada there were all trainees without pay from different
departments.

19

5.5.5 Daily Wages

These types of employees perform their jobs on the basis of daily wages. In Ramada
hotel there are a lot of daily wages employees those perform their duties on different
shifts.

20

CHAPTER NO.6

Finance Department

Finance Department
Finance department is also having the importance for every organization and performs
a very important role. So in Ramada Hotel finance department is performing functions
as strategy making for low budget, controlling price, reserving cash, maintaining
financial statements. Functions of Finance of Department are in the following:
6.1 Functions of Finance Department
6.1.1 Maintaining Balance sheet and profit & loss A/c
The major function of finance department is to maintain the balance sheet and profit
and loss account every year. Because balance sheet tells about the financial position of
the organization that how is the performance of that particular organization while
profit and loss account shows whether the organization is getting profit or loss. So it is
responsibility of financial controller (FC) to check all the records by his own behalf as
his subordinates perform that completely.
6.1.2 Making strategy for low budget
The strategies are also being made by finance department and they tell that how much
cash they actually have and how they have to expense it as much as low.
6.1.3 Controlling price
The major role of finance department is also to control price as the budget is
increasing. They provide some best suggestions about controlling the price.
6.1.4 Cash Reserve
Another important function of finance department is to reserve cash for bad
circumstances as they can happen any time.

21

Profit and loss account

For the year ended June 30, 2008
2008

2007

Rupees

Rupees

Sales

151,337,678

141,921,129

Cost of sales

107,318,523

98,302,916

Gross profit

44,019,155

43,618,213

37,065,927

34,297,102

2,636,282

2,002,969

39,702,209

36,300,071

Operating profit

4,316,946

7,318,142

Other income

2,244,969

1,801,947

6,561,915

9,120,089

5,587,359

2,405,067

Profit for the period before Taxation

974,556

6,715,022

Taxation

756,688

709,606

Profit/(Loss)after taxation

217,868

6,005,417

Accumulated loss from previous year

(119,279,879)

(125,285,296)

Unappropriated loss carried to Bal. Sheet

(119,062,011)

(119,279,879)

Operating expenses
Administration
Selling

Financial charges

22

Profit and loss account

For the year ended June 30, 2009
2009

2010

Rupees

Rupees

Sales

165,235,287

151,180,277

Cost of sales

117,512,496

107,918,523

Gross profit

47,722,791

43,261,754

36,653,979

36,314,862

2,984,408

2,629,532

86,317

39,638,387

39,030,711

2,755,736

2,244,969

10,840,140

6,476,012

Financial charges

5,570,109

1,184,867

Profit for the period before Taxation

5,270,031

5,291,145

1,510,540

5,270,031

3,780,605

Accumulated loss from previous year

(118,748,661)

(122,529,266)

Unappropriated loss carried to Bal. Sheet

(113,478,630)

(118,748,661)

Operating expenses
Administration
Selling
Other

Operating profit
Other income

Taxation
Profit/(Loss)after taxation

23

Horizontal Analysis of Profit & Loss A/c

Horizontal Analysis of Profit & loss A/c
(%)

Sales

2007

2008

2009

2010

RUPEES

RUPEES

RUPEES

RUPEES

100

107

109

91

0
Cost of sales

100

109

78

65

Gross profit

100

101

32

26

Administration

100

108

24

22

Selling

100

132

100

109

26

24

Operating profit

100

59

Other income

100

125

100

72

Financial charges

100

232

Profit for the period before Taxation

100

15

Taxation

100

107

Profit/(Loss)after taxation

100

Accumulated loss from previous year

100

95

-78

-74

Unappropriated loss carried to Bal. Sheet

100

-84

-75

-72

Operating expenses

Other

24

213

Vertical Analysis of Profit & Loss A/c

Vertical Analysis of Profit & loss A/c (%)
2008

RUPEES

RUPEES

RUPEES

RUPEES

100

100

100

100

Cost of sales

69

71

71

71

Gross profit

31

29

29

29

24

24

22

24

26

26

24

26

Operating profit

Other income

Financial charges

Profit for the period before Taxation

Taxation

Profit/(Loss)after taxation

Accumulated loss from previous year

-88

-79

-72

-81

Unappropriated loss carried to Bal. Sheet

-84

-79

-69

-79

Sales

2009

2010

2007

Operating expenses
Administration
Selling
other

25

Balance Sheet
For the period ended on 30 June 2008 & 2009
2009

2008

200000000

200000000

5600000

5600000

-113478630
-107878630

-118748661
-113148661

146596750

146596750

3277240
105252632

80832830
30483144

26340586

39474216

NOTE

SHARE CAPITAL AND RESERVE

Authorized Capital
2,000,000 ordinary shares
of Rs. 100/- each
Issued, subscribed and paid up
56,000 ordinary shares of Rs.100/each fully paid in cash
Unappropriated Profit/
(loss)
SURPLUS ON
REVALUATION
OF FIXED ASSETS
LONG TERM LOANS
CURRENT LIABILITIES
Current portion of long term loan
Short term loan
Creditors, accrued and
other
Liabilities.

Provision for taxation

1510540

FIXED ASSETS
Operating fixed assets
CURRENT ASSETS
Stocks and Stores
Account receivables
Advances, deposits,
prepayments and other
receivables
I. Tax Refundable

Cash and bank balances

1510540

136380998

152300730

175099118

185748819

130233465

138270936

6962871
19749120

8358626
23096955

4249268

4571758

10409750

7004884

3494644

4445660

44865653

47477883

175099118

185748819

Horizontal Analysis of Balance Sheet

(Horizontal Analysis %)
2009
SHARE CAPITAL AND
RESERVE

26

2008

Authorized Capital
2,000,000 ordinary shares
of Rs. 100/- each
Issued, subscribed and
paid up

100

56,000 ordinary shares of Rs.100/each fully paid in cash

100
Unappropriated Profit/(loss)
SURPLUS ON REVALUATION
OF FIXED ASSETS
LONG TERM LOANS
CURRENT LIABILITIES
Current portion of long term
loan
Short term loan
Creditors, accrued and other
Liabilities.

Provision for taxation

FIXED ASSETS
Operating fixed assets
CURRENT ASSETS
Stocks and Stores
Account receivables
Advances, deposits, prepayments and other receivables
I. Tax Refundable

Cash and bank balances

100
100

100
105
105

100
100
100
100

2466
29
150

100

100

100

106

100

106

100
100
100

120
117
108

100

67
127
106
106

100
100
100

27

100

Vertical Analysis of Balance Sheet

(Vertical Analysis %)
2009

2008

114

108

3
-65
-62

3
-64
-61

84

79

2
60

44
16

15

21

1
78
100

1
82
100

74

74

4
11
2
0
6

4
12
2
0
4

2
26
100

2
26
100

SHARE CAPITAL AND

RESERVE
Authorized Capital
2,000,000 ordinary shares
of Rs. 100/- each
Issued, subscribed and
paid up
56,000 ordinary shares of
Rs.100/each fully paid in cash
Unappropriated Profit/(loss)
SURPLUS ON
REVALUATION
OF FIXED ASSETS
LONG TERM LOANS
CURRENT LIABILITIES
Current portion of long
term loan
Short term loan
Creditors, accrued and
other
Liabilities.

Provision for taxation

FIXED ASSETS
Operating fixed assets
CURRENT ASSETS
Stocks and Stores
Account receivables
Advances, deposits, prepayments and other receivables
I. Tax Refundable

Cash and bank balances

28

6.2 Ratio Analysis

6.2.1 Current Ratio =

Current Assets
Current Liabilities

2009

4485653
136380998

0.032891

2008

47477883
152300730

0.312

Fig. 6.1

Interpretation:
Our current assets decreased by 0.033 times in year of 2009 against liabilities while it
was 0.312 in year of 2008.

29

6.2.2 Quick Ratio = T.Assets Inventory

Current Liabilities
2009

175099118 - 6962871 =
136380998

1.2328

2008

185748819 - 8358626 =
152300730

1.165

Quick Ratio
1.24

1.22

Ratio

1.2

1.18

Quick Ratio

1.16

1.14
1.12
2009

2008
Year

Fig. 6.2

Interpretation:
The most liquidate assets increased by 1.23 in year of 2009 while it was 1.16 in year
of 2008. Which shows that increases by 0.068 times.

30

6.2.3 Activity Ratio

Inventory turnover =
2009

C.G.S
Avg. Inventory

117512496
6962871

Inventory turnover in days =

2008

16.87

360 =
16.87

107918523
8358626

21.34 days

12.911

Inventory turnover in days = 360

=
12.911

27.88 days

Activity Ratio
18
16
14

Ratio

12
10
Activity Ratio
8
6
4
2
0
2009

2008
Year

Fig. 6.3

Interpretation:
The ratio of inventory turnover was high in year of 2009 with 16.87 but in year of
2008 it was low with 12.911. While inventory turnover was low in year of 2009 with
21.34 days as compared to the year of 2008 that was high with 27.88 days.

31

6.2.4 Average Collection Period

Receivables
Sales

2009

19749120
165235287

0.1195

2008

23096955 x 100
151180277

0.153

Average Collection Period

0.18
0.16
0.14

Ratio

0.12
0.1
Average
Collection
Period

0.08
0.06
0.04
0.02
0
2009

2008
Year

Fig. 6.4

Interpretation:
The average collection period in year of 2009 was low with 0.12 than the year of 2008
that was 0.15 and the difference between both was 0.03.

32

6.2.5 Profitability Ratio = G.P x 100

Sales
2009

474722791 x
165235287

100

2008

43261754 x 100
151180277

28.881

28.62

Profitability Ratio
28.95
28.9
28.85

Ratio

28.8
28.75
28.7

Profitability Ratio

28.65
28.6
28.55
28.5
28.45
2009

2008
Year

Fig. 6.5

Interpretation:
In the year of 2009 GP margin was high with 28.9 while in the year of 2008 GP
margin was low with 28.6.

33

6.2.6 Profitability Ratio = N.P x 100

Sales
2009

19749120 x
165235287

100

2008

3780605 x 100
151180277

3.189

2.5007

Profitability Ratio
3.5
3

Ratio

2.5
2
Profitability Ratio
1.5
1
0.5
0
2009

2008
Year

Fig. 6.6

Interpretation:
In year of 2009 the net profit margin was high with 3% while net profit margin was
low in year of 2008 with 2%.

34

CHAPTER NO.7

Food and Beverage Department

7.1 Food and Beverage Department

Actually this department has a great importance for the business of the Ramada Hotel
and maximum profit is being generated from this particular department. This
department has a great importance for the business of the hotel and hotel is also pretty
much depending on this particular department. Following are four types of restaurants
in Ramada Hotel Multan such as Buzz 76 (buffet restaurant), Mehfil (family
restaurant), and Shang palace (Chinese food Restaurant).

7.1.1 BUZZ 76 (Buffet Restaurant)

Actually, this is Pakistani restaurant where you will be served with Pakistani dishes.
This open plan restaurant is set off the lobby with views over the outside of the hotel.
It serves breakfast, Hi-tea, buffet lunch and buffet dinner. A wide selection of salads,
entrees, soups, and deserts awaits you here.
The service here is friendly and the setting with mood lighting and music in the back
ground, allow you to have that perfect meal out with friends and family.

Timings of Buzz 76 (Buffet Restaurant)

Break fast

6:30 AM to 10:30 AM

Buffet Lunch

1:00 PM to 04:00 PM

Hi- Tea

4:30 PM to 07:30 PM

Buffet Dinner

8:00 PM to 12:00 PM

35

7.1.2 Mehfil (Family Restaurant)

Mehfil restaurant brings together the essential elements of fine dinning, melodious
music and an elegant decor to offer you traditional fare adding welcome intrigue with
variety of continental oriental dishes. It is actually made particular for families those
will become and enjoy them selves through different type of food in excellent
environment.

Timings:

12:00 AM to 4:00 PM
07:00 PM to 12:00 PM

7.1.3 Shang Palace (Chinese Food Restaurant)

This is fine dinning restaurant at the first floor of the hotel. The huge variety of
Chinese food available in this restaurant. The style of this particular department is
totally basing on the environment of china. Almost every of the chinies dishes are
available with greatest taste as chinies food have.

Timings:

12:00 AM to 4:00 PM
07:00 PM to 12:00 PM

7.1.4 Caf whisper (Italian/ Continental Food Restaurant)

Caf whisper with its modern interior elevates it over other restaurants. Spacious and
lively, it captures the true spirit of modern caf by offering sumptuous all-day dinning
of international and traditional appeal. It is located besides the Buzz 76 and it is an
ideal place to meet friends and business associates over an authentic cup of tea/coffee,
delight snacks or a heartily meal.

Timings:

10:00 AM to 2:00 AM

36

CHAPTER NO. 8

Health and Recreation Activities

8.1 Gym and Exercise Facilities

We provide a relaxing, non-pressurised environment to make you feel at ease amongst
people of all ages and fitness levels. Our qualified and motivated Fitness Instructors
will guide you through your Personal Health Profile and will write a personal Training
Plan for you, tailored specifically to your needs. We recognise that everyone's lifestyle
is different and we'll build your plan so that it fits around yours. You really will be in
expert hands and can be assured that we'll help you every step of the way to achieving
your goals.

8.2 Swimming pool

Ramada Multan has outdoor swimming pool (seasonal) on site. This comprises of a
temperature controlled swimming pool. The water of swimming pool is changed on
almost daily basis for providing better service to their guests.

8.3 Safety Guard

Two safety guards are available every time to safe guests, particular those dont
properly swim or for their children.

8.4 Medical Facilities

The medical facilities are given to all the guests such as pain killers, tablets, and
bandage. Those are available at every time but will provide HR department in
Ramada hotel.

8.5 Elevators facility

There is also facility of elevators for using top to the bottom rooms of the hotel. Any
guest can use at any time this facility particularly those dont want to go with stairs to
the upper floor in their rooms.

37

CHAPTER NO. 9

Banquet & Conference

9.1 Banquet & Conference

Ramada Multan offers a unique location to hold conferences, conventions, seminars,
and banquets, for private and corporate functions. We offer exceptional personal
service, customize menu options and state of the art audio/visual presentation
equipment.
Everything is laid out in style to ensure your special day is an unforgettable event. We
do it in a style that you wish. All you need to do is give us a reason to celebrate and
we will add a touch of class and magic to your special occasion.
At Ramada Multan we understand the importance of your day to make it one of the
most memorable days of your life. Our spacious banquet halls can accommodate
conferences and parties up to 600 persons. Our dedicated wedding planner will
provide all possible assistance to ensure that you end up with the memorable
experience with us. Our professional staff will see to every detail of your event
ensuring you a quality experience. For outdoor functions, we have Outdoor space at
swimming pools side where we can accommodate many people.
9.1.1 Zainab Hall
The Hall is fully with comforts and air conditioned. It has one big and one small hall
with capacity of 550 people. The seating plan in this hall is same as on theater style
but there is no food facility available over here. Its rent is 90,000 rupees per function.
9.1.2 Fatima Hall
Fatima hall is also with comforts and well equipped such as air conditioned, lighting,
soft carpet. There is capacity of 200 people sitting over here. There is also facility of
providing food to all the people sitting here. Its rent is 60,000 rupees per function.
9.1.3 Zainab Hall
This is hall that is small one and there are capacities of 75 people those can sit easily
over here. But they will be sitting with theoretical style over there. Its rent is 40,000
per function and for meetings 10,000 rent will be charged.
38

9.1.4 Mariam Hall

Mariam Hall is such type of hall in which capacity of the people can be adjusted
accordingly such as 110, 150, and 70. The seating plan is available with theoretical
style or round the table. If 110 people are being adjusted over here then here will be
availability of food with that. If strength of the people is 150 then there will be no
food available over here. If strength of the people is just 70 then its up to you whether
you want to add food or not.
Actually, all banquet halls are beautiful and available for seminars, conventions,
meetings, wedding ceremonies, and functions. In Ramada hotel multan there comes a
lot of telecome companies for their meetings such as ufone, telenor, zong, warid. And
insurance companies also come for their meetings particularly in Ramada multan.
Apart from that wedding ceremonies and functions that come mostly in Ramada hotel
multan. The names and capacities of the people with their strength are mentioned
below in chart.

Sr.

Name

Capacity

Tax/Strength

Halls Rent

Zainab Hall

Seating in theater style with out

food

550

90,000

Fatima Hall

With food

200

60,000

Zainab Hall

Theoratical Style

75

10,000

Theoretical style with food

110

40,000

with out food

150

round table setting

70

(Small)
4

Mariam Hall

39

CHAPTER NO. 10

House Keeping Department

10.1 House keeping Department

House keeping department is also playing a vital role for the organization and the
major duties of this department is to provide luxurious and comfort rooms to the
guests with some innovative ideas. They have major concerns with guests. So they
deal with guests in a best way particular serving them into their rooms. There are
different types and different standards of room with different categories of amenities.
There are three types of beds using in the rooms.
10.1.1 King
This type of bed is provided to the particular guests such as president, prime minister,
interior minister. The king size of bed is used in a room named as presidential suit. Its
foam size is six and a half inches that is most comfortable and large than the others.
10.1.2 Queen
This type of bed is provided to the guests those come in a room named as executive
suit. Its foam size is five and a half inches that is also comfortable but not big than
king size.
10.1.3 Twin
This type of bed is also called as double bed. That is made up for those guests come in
the categories of or double standard rooms. Its foam size is up to four and a half
inches.

10.2 Functions of House Keeping Department

1. Decoration of the Room
2. Clarity of the room
3. Better services to guests
4. Provide safe
5. Provide food
40

10.2.1 Decoration of the Room

The important thing is to decorate the room with different things such as flowers,
paintings, fruit baskets even sitting and standing place in the room that is also pretty
much decorated.
10.2.2 Clarity of the Room
This is also main function of the House keeping department to clear the room in such
a way that there is no any dirt in a room and the things must be clear and maintain at
their place.
10.2.3 Better services to guests
This is main function of the house keeping department to provide better services to
the guests. Mostly guests complaint or want some thing then they alert themselves for
the better services to the guests at any time.
10.2.4 Provide safe
The safe is provided to the guests by the house keeping department. In this safe,
guests put their precious things and give their own pass word. The guests may put
their things such as cash, documents, metal etc.
10.2.5 Provide food
The better food is also provided to guest on his room at his request. In food there may
come different things such as break fast, juices, fruits etc.

10.3 Rooms Availability and Best Available Rates

Actually, the total availability of rooms is 96 in Ramada Hotel and these are available
at best rates. All the rooms are more comfortable, luxurious but amenities may be
differing among all the available rooms. There are four types of rooms in Ramada
Hotel. Those are categorized on the basis of their amenities and their rates.

10.3.1 Standard Rooms

In these rooms, the amenities are low but it is well furnished as the others. Single bed
is provided with television, soft carpet, classy Curtin, air condition, mini bar,
telephone facility, modern wash rooms.

10.3.1a Standard Rooms Rent

Standard rooms rents are being charged on the basis of per day as Rs. 6,000
excluding tax. The tax will apply as 25.3%. Whether a guests will stay one hour or
two hours or more, the rent will be charged as per day as mentioned above.

41

10.3.2 Double Standard Rooms

In double standard rooms, the amenities are high but these rooms are also well
furnished as the other rooms. Master bed/ twin bed is provided with television, soft
carpet, stylish Curtin, air condition, mini bar, telephone facility, modern wash rooms.

10.3.2a Double Standard Rooms Rent

Double standard rooms rents are being charged on the basis of per day as Rs. 7,000
excluding tax. The tax will apply as 25.5%. Whether a guests will stay one hour or
two hours or more, the rent will be charged as per day as mentioned above.

10.3.3 Single Deluxe Rooms

These rooms are categories of luxurious rooms in which amenities are pretty much
well than the standard rooms.

10.3.3a Single Deluxe Rooms Rent

Single deluxe rooms rents are being charged on the basis of per day as Rs. 8,000
excluding tax. The tax will apply as 25.5%. Whether a guests will stay one hour or
two hours or more, the rent will be charged as per day as mentioned above.

10.3.4 Double Deluxe Rooms

These rooms are also categories of luxurious rooms but more superior than single
deluxe rooms, particularly when comparing with amenities.

10.3.4a Double Deluxe Rooms Rent

Double deluxe rooms rents are being charged on the basis of per day as Rs. 9,000
excluding tax. The tax will apply as 25.5%. Whether a guests will stay one hour or
two hours or more, the rent will be charged as per day as mentioned above.

10.3.5 Executive Suit Rooms

Actually, in these rooms two rooms become interconnect for the Executive class
guests and amenities are high in Executive suit rooms than the previous rooms.

10.3.5a Executive Suit Rooms Rent

Executive suit rooms rents are also being charged on the basis of per day as Rs.
15,000 excluding tax. The tax rate will apply as 25.5%. Whether a guests will stay one
hour or two hours or more, the rent will be charged as per day as mentioned above.

42

10.3.6 Presidential Suit Rooms

This room is most luxurious and most expensive than the other rooms. It is obvious
that amenities are much greater than the other rooms. In Presidential suit rooms, there
is one big room that is provided to guests with all accessories.

10.3.6a Presidential Suit Rooms Rent

Presidential suit rooms rents are also being charged on the basis of per day as Rs.
20,000 excluding tax. The tax rate will apply as 25.5%. Whether a guests will stay one
hour or two hours or more, the rent will be charged as per day as mentioned above.

43

CHAPTER NO.11

Inspection of Ramada Hotel

11.1 Inspection of Ramada Hotel

The inspection team came into the Ramada hotel for examining the standards those
must be followed as the main head imposed on his branches through out the world.
That team comes particular from USA and it may be sudden visit as well. The
inspection may be examined in the following ways.
11.1.1 Yearly inspection
The inspection team may come on yearly basis as after 12 months. They examine that
all the things are going well and up to the standard.
11.1.2. Semiannually inspection
The inspection team may come on semiannually basis as after 6 months. They
examine that standards are going to meet or not.
11.1.3. Quarterly
The inspection team may come on quarterly basis as after 4 months. They examine all
the standards impose their branches.
11.2 What are the standards examined by the team?
Actually, this is a hospitality industry so what standards are going to examine by the
foreigners team. In these standards there comes restaurant locations, foods and their
availability, make up of the rooms for guests, other amenities are examined by the
44

team. This is Ramada hotel world wide so team comes as foreigner guests to
examining each and every thing of the hotel as mentioned above particular security
alerts.
11.3 If standards are not being followed?
11.3.1. Penalty imposed
When the standards are not being followed then team shows his examining report to
head then they imposed heavy penalty.
11.3.2. License cancelled
The license may cancel in case of not following standards.

45

CHAPTER NO.12

Engineering Department

12.1 Engineering Department

The Engineering Department has a great importance for Hospitality Industry that is
actually controlling the electricity, generators, chillers, boilers. The functions and
duties of Chief Engineer, his staff, and the engineering department have been
relegated to the subconscious of hotel management and certainly of the hotel guests.
The only time the functions of engineering department became noticeable was on
those unhappy occasions when something went wrong with one of the building
systems and guests and or management were in convinced. The role and mandate of
any property engineering department is the protection of the buildings/owners
assets; the structure from the faade or building envelope, to the integrity of the
floors, walls, ceilings and all of the furniture, fixtures, and equipment (FF&E)
contained therein. This includes the electrical transformers and the distribution
throughout, the domestic water distribution and sewage, the heating-ventilation-air
conditioning system, (HVAC), the fire alarm system and fire safety components, the
vertical transportation system (elevators), the property surroundings like parking and
landscaping and pest control. Utility management such as electrical, gas, steam, water.
A hotel is a plant encompassing a myriad of facilities and services and it is imperative
that all those elements work smoothly and in cohesion to ensure that the guests have a
comfortable and safe stay. Although hidden behind the scenes and rarely feted, a
hotels Engineering Division performs an invaluable role in the equation. With the
evolution of hotel building design and the ever growing range of features and
facilities being incorporated in hotels, the scope of the engineering function in hotels
is expanding exponentially. The engineering department has to keep records and
maintain the smooth functioning of the equipment without any hassle or disturbance
to the guest. They are on call 24 hours of the day, and have to ensure that the technical
side of the hotel is looked after. Each day routine checks are done, and the staff
46

walkthrough the entire hotel premises on regular basis, for inspection and attention.
Chief Engineer is entrusted to oversee the engineering staff, and they are entrusted
with different aspects and operations of the hotel machinery and equipment. The other
departmental heads of the hotel are expected to inform the chief engineer, in the case
of any need of repair or maintenance. Engineering department has categorized their
work in two ways; Preventive maintenance and scheduled maintenance. In preventive
maintenance the department sees to timely inspection of the machinery, shutting down
blocks of guest rooms and other areas periodically for refurbishment.

47

CHAPTER NO.13

Front office, I.T and Exchange

Department

13.1 Front Office, I.T and Exchange Department

The Front Office is the nerve center of a hotel. Members of the front-office
staff welcome the guests, carry their luggage, and help them register, give them their
room keys and mail, answer questions about the activities in the hotel and surrounding
area, and finally check them out. In fact, the only direct contact most guests have with
hotel employees, other than in the restaurants, is with members of the front-office
staff. The front office functions can be divided such as Reception, Bell service, mail
and information. The main function is that they are performing to reserve rooms
online for their guests.
The Information technology department has also great importance in Hotel
because there is also need to interconnect with all the systems in such a way with one
main server of the Hotel. There was a Munshi server in Ramada hotels it department
through which all the systems were controlling. The Munshi server was using as the
back up of all the data of Hotels computers. When ever they feel some problem with
some viruses in the systems and data destruction then they can easily another copy
from that main server named as Munshi. The internet facility is also provided to all
the department of the hotels with high speed. There was also the main function of that
department to networking with the computer systems of the departments. Information
technology department is one that has great importance for the hotel because world is
global now and every business is basing on I.T. They are using different types of
electronics and computer is pretty much important in every sort of business. In
Ramada hotel the facility of computer with internet, scanner, and printer is provided
to all the guests. Who wants to use that there is separate room available to use it and
all the computers of different departments are connected with each other but
controlling main server named as Munshi.
48

The exchange department has also very important for the hotel because it
provides facility of communicating telephone. Actually, they are controlling to
transfer the calls with in the boundary of the hotel and connecting the calls outside the
hotels towards the different people. Even they can record the calls of every day.
Mostly they are controlling the calls those are using with in the boundary of the hotel
among all the departments on daily basis.

49

CHAPTER NO.14

Purchase Department

14.1 Purchase Department

The concern of this department is with the daily purchase of different things such as
food items, meats, vegetables, and other different products such as computers,
medicines, and other necessary things required to different departments, they also
contact to purchase department for that. But there is need to make PR (purchase
requisition) that is issued by the purchase department to all the departments. The main
function of the purchase department is to bargain with different shops for the required
products and then products are being purchased by the purchase department and there
is also a major link of the purchase department with the finance department who is
actually controlling all the cash. All the things come at first in this department and
then send them towards different departments as per their requirements.

14.2 Major Functions

Following are the major functions of purchase department that they are performing.
1. Select the market
2. Bargaining
3. Minimizing expense

14.2.1 Select the market

At first purchase department selects the market from where they have to buy things at
low price currently and for future as well.

14.2.2 Bargaining
They also bargain with people not only their own shops but also in purchase
department as well. They fully tried to bargain shopkeeper at low prices.

14.2.3 Minimizing expense

It is also major function of purchase department to minimizing the expenses of the
hotel.

50

PURCHASE REQUISITION

Department ________________________________ Date _____________________

To the purchasing Department __________________________________________
Date Required________________________________________________________
Item
No.

Monthly
Balance
Consumption in Store

Qty
Unit
Required

Suggested Vendor

Description Price Per Total

& Utility
Unit

Verified By

Purchase Office

Purchase Order No _____________________

Date ______________ 20_________.
________________________ Controller Finance
Requested by: ___________________________
__________________
Department Head

__________________

________________

General Manager

Purchase Manager

51

CHAPTER NO.15

Swot Analysis

15.1 Strengths

Ramada is the only four star hotel in Multan.

It has 96 rooms more than any other hotel in Multan .It has also got 3 banquet
halls.

Due to name of Ramada (an international chain of hotels worldwide) foreigners

who visit Multan prefer to stay here.

It is located almost in the center of the city which is its main strength.

Near to airport and railway station and easily accessible through public transport.

Pick and drop facility from the airport.

Customer friendly service.

Its Chinese Restaurant (Shang Palace) and Caf whispers.

Buzz 76 being only restaurant in Multan offering Hi-Tea Buffet.

10 Best steam laundry and dry cleaners in town.

11 Only authorized and licensed dealers of wine in Multan.
12 It has one big swimming pool and latest gym in the city which has a membership
as well.
13 Discounted rates for companies and organizations.
14 No employee union.

52

15.2 Weaknesses
1

Quality of food in its buffet dinners.

Air conditioning system is pathetic.

Parking lot is very less.

Nothing special to motivate and retain employees.

Very low salaries as compared to market.

No or very less incentives, services and bonuses for the employees.

Not a true corporate culture organization as it is a Seth Culture organization.

Employees always fearful about their job security.

No travel agency offices for airline ticketing.

10 No shopping mall or shops inside.

15.3 Opportunities
1

Hiring of qualified, skilled employees with good packages can improve their
service.

As hotel has its monopoly so it can make use of it more to attract customers.

As its laundry is best in town so it can open its outlets in other parts of the city for
further expanding its businesses.

15.4 Threats
1

Coming of new standard hotels like Pearl Continental.

Employee turnover is already very high and due to coming of new hotels it may
further increase.

Sindbad Hotel and Sheza Inn hotel have restructured themselves and are a serious
threat to Ramada.

Upcoming restaurants and banquet halls in the town like Zanzibar, Shahjahan.

53

CHAPTER NO.16

PEST Analysis

16.1 Political/Legal
1. Due to the possible impacts on the Environment from the operations of a hotel,
there is a need to comply with Environment related regulations.
2. Industry specific taxes.
3. Difficulties in obtaining travel visas to this region.
4. The current war on terror situation may reduce non-essential leisure based
travel, which will have a negative impact on the hotel industry.

16.2 Economic
1. Due to the seasonal nature of demand, revenues and room occupancy can vary
significantly during peak and non-peak periods.
2. As hotels generally provide free food and lodging especially at the operational
level, their salaries are not that attractive compared with that of certain other
industries. This may make it difficult to attract employees for such positions.
3. Due to the non-essential nature of this type of service to a potential customer,
this would be one of the first areas that would be cut back at a time of
recession or economic downturn.

16.3 Social/Cultural
1. The lifestyle change which is growing among certain sections of the middle
class as well as the upper class.
2. As hotels benefit from holidaying the extent to which people take holidays
and their ability to get off from work for such holidays will have a direct
bearing on the demand experienced by an organization such as Ramada.
3. As hotels consume a large amount of resources such as water, soap, detergents
as well as cause a fair amount of pollution (from water, leftover food, use of
54

strong detergents), there exists a fair amount of pressure to be green

especially by Environmental pressure groups.
4. Employment of the employees may effect due to the change of corporate
culture.
5. As traveling for a holiday is seen as non-essential travel. Some may opt not to
engage in leisure travel especially where air travel is involved.

16.4 Technological
1. The hotel industry is seen as utilizing an increasing amount of technology with
a view of achieving greater customer satisfaction.
2. It can be seen that customers, even potential customers extensively use online
information sources including reviews and comments by previous customers
when making their own choice about holidays and places to visit.
3. The use of technology and other advanced techniques can be useful in
managing the consumption of resources such as water and electricity which
are resources that are extensively used in this industry. e.g: Power Factor
Corrections, recycling water.
4. The increasing use of IT/IS can help in improving the information available
for management decision making which will also allow the organization to
better plan its future activities and events.

55

CHAPTER NO.17

My Activities in Ramada
Hotel

17.1 My Activities
During my initial meeting with the Chief Executive Officer of the Hotel Mian Faisal,
He asked me about my specialization in MBA. I told him that my specialization is in
Human Resource Management so he asked me to do the internship in the HR
department of their Hotel. I had to carry out most of the activities as HR Officer was
also new to the job. Following is a brief summary of my activities:
I joined HR department of Ramada Multan on June 17, 2010.
The Staff in HR department included HR Manager and Assistant HR Manager said
that you are a part of our HR department as HRO and my responsibilities included:1. Deal with discipline matters as per the direction of HR Manager which normally
included preparation & processing of warning letters for defaulters and
maintaining their records.
2. Preparation and issuance of show cause/ Explanation letters and is a part of the
inquiry team and suggesting measures to resolve the matter.
3. Recommend and process promotion/increment in pay of employees in the light of
company policy and managements direction.
4. Assist in recruitment and selection of various employees to include:
5. Initial interview to prepare his profile for subsequent selection process.
6. Issue appointment letter to the successful candidates and guide him to the
department and the job he was selected for.

56

7. Maintain personal data of all employees of the organization containing the

following documents. Personal Bio data Sheet of every employee requires
following.
a. 3 Recent Photographs
b. Copy of CNIC
8. Guarantor form stamped by Councilor/ Nazim of the area is required. In case of
employee who is actually working under finance department then guarantor form
will be on the stamp paper.
9. Previous Experience Certificates (If any)
10. Qualification Certificates.
11. To ensure that the concerned departmental head submit performance appraisal of
probationary employees at the end of probation period to enable HR department
decide about the status of employee (Permanent or otherwise).
12. Process release/resignation of employees resigned from the job and preparation of
final settlement.
13. Plan relief and rotation of employees working in various shifts.
14. Keep an up to date attendance record of employees on daily basis. I used to enter
the absentees, leaves, day offs, suspensions (if any) of employees in the computer
software basing on that daily report.
15. Keep an up to date leave record of employees according to their terms of
employment. There were three types of workers working in the hotel. Firstly,
Permanent employees, secondly, Daily Wages Employees and lastly Temporary
Employees or Employees on trial base. According to their employment type they
were granted leaves. The leaves given could be sick leave, casual leave, special
leave, short leave and if an employee has been working for more than a year then
he is eligible for 15 earned leaves but for executive.

57

16. At the start of each month a list is printed from the software which contains the
birthdays of employees during that month. On the birthday that employee is given
a birthday cake of two pounds from the hotels bakery free of cost. This offer is
valid only for Permanent Employees and Employees on daily wages.
17. The salary period of the hotel is from 26th of every month to 25th of the next
month. On 26th of every month time office register was sent to the HR department
which contained number of days of all employees which they worked in that
month. This we had to tally with the number of days of employees already entered
in the software (as in the software we daily record the absent, leave record of
every employee). Once both records matches we process the salary towards
finance department which after further processing distribute the cheques on 2nd of
every month.
18. I also prepared memos ordered by GM to HR Manager and after preparing them
they were dispatched to the department heads.
19. File management was also part of my duties. I had to maintain following files:
a. CVs files according to the skills, education etc.
b. I had to place the warning letters, appreciation letters, increment/promotion
letters, resignations, final settlements etc.
c. Performance appraisal file.
20. In file management I was given a task by HR manager to check the department
wise files and check whether files were complete as per requirement i.e. they had
all the required necessary papers of employees. The Head of department of
employees with missing papers were informed about that and they were ordered to
submit the papers.
21. I was also responsible for allocating employees, lockers where they could keep
their personal things.

58

22. On daily basis security report to be checked, given by the security officers and to
be given to HR Manager.
23. Transferring of employees from one department to the other.
24. I issued uniform slips to the employees such as security officers, drivers, kitchen
cleaners, dish washers, waiters.

CHAPTER NO.18

Learning in Ramada
Hotel
18.1 What I learnt?
Following are few things which I think I learned after working in the organization:
1. I learnt how to work efficiently to the entire satisfaction of my superiors.
2. I got great experience while interviewing candidates.

59

3. I became bit expert in writing warning letters, appreciation letters, memos,

increment/promotion letter, show cause letters and also writing letters to
clients.
4. HR department in any organization has great nuisance value. This is one
department on which everybody looks upon for solutions of various personal
and professional matters.
5. I learned how to be polite with all employees and at the same time
encouraging & motivating them.
6. I was also part of conflict resolution committees and inquiries which helped
me a lot to understand how to listen to both parties and in decision making.
7. I learnt how to be tactful in performing some unpleasant duties.
8. I learnt about the difficulties and problems of employees.
9. I learnt about the problems of practical life.
10. I learnt how to attend professional meetings.

CHAPTER NO.19

Suggestions for the

Organization

19.1 Suggestions for the Organization

Following are a few suggestions for the organization:

1. Organization culture needs to be friendlier and more democratic.

2. Pays of employees should be according to the market.

60

3. Food quality to be improved.

4. They can have a bar b que introduced on their pool site during the nights.
5. Air conditioning system needs to be improved.
6. Monthly or quarterly performance based rewards or incentives to be given to
employees in order to get them motivated more towards their work.
7. System of bonuses to be introduced on Eid.
8. Rooms of the hotel to be more innovated.
9. Ethical lectures to be arranged for all employees once in two months.
10. They should have more structured training & development system in each and
every department.
11. Providing job security to employees.
12. Employees who work overtime they should be paid accordingly.
13. MOD (Manager on Duty) at night should have the facility to take dinner in the
restaurant of hotel as he is not paid extra for that duty.
14. They have to make more employee involvement more.
15. Hajj or Umrah policy needs to be introduced.
16. They have to raise pay more according to the competitive market.

61

CHAPTER NO.20

Manager of Ramada

If I were the Manager there?

If I be the manager there then I would have carried out following tasks on priority
basis:
1. Re-design the recruitment and selection criteria in order to have the best men
working in the organization.
2. Improve the incentives and compensation system.
3. Re-design the Training & Development aspect of every department.
4. Improve working conditions for the employees.
5. Providing job security to the employees.
6. Rewards to motivate the employees.
7. I prefer to conduct the meetings two times in a week.

62

Appendix

PERMISSION SLIP
i) Going out during duty hours due to personal or official reasons.
ii) Leaving early to normal duty hours due to personal or official reasons.
iii) Using Hotel Motorbike.

DATE:(When permission required)________________________________________

NAME:____________________ POSITION: ______________ DEPTT.__________
PURPOSE:___________________________________________________________
TYPE:OFFICIAL / PERSONAL:_________________________________________
TIME OUT:_____________________EXPECTED TIME IN:__________________
ALLOWED TO USE MOTOR BIKE (Y / N):___________CAR(Y/N)___________
IF YES: BIKE / CAR NO.:________________

_____________________
EMPLOYEE SIGNATURE

AUTHORISED BY:
Name: _________________ Position: _______________ Sign._________________
RECEIVED BY:
Name: _____________ Position: ____________ Date:_________ Sign___________
Note:

Filled permission slip shall be submitted to time office upon going out by the
concerned employee.
Timekeepers shall maintain the record separately of Official / Personal slips.
At the end of each month report shall be forwarded to all departments for better
control.

63

GUEST SERVICES VEHICLE / CAR APPROVAL

FOR USE WITHIN / OUTSIDE THE CITY
Date of issue: __________
1-Driver Name: ______________________________ Cell # _____________
2-Vehicle: Registration No. ____________________ Make: ______________
3-Vehicle:

Present Meter Reading _____________

Present estimated fuel ______________

4-Departure Time: ____________________ Expected Arrival_____________

5-Departure Date: ____________________ Expected Arrival_____________
6-Destinations: _________________________________________________
7-Route: Departure ______________________________________________
8-Route: Arrival _________________________________________________
9-Estimated Mileage: Departure _________________ Arrival_____________
10-Estimated fuel consumption (for whole journey):_____________________
11-Guest Particulars: Is he /she the room guest?_______________________
If yes: Room No. ____________ Name ______________________________
12-If he is not a room guest, describe details including name, address etc.
______________________________________________________________
______________________________________________________________
13-Is guest walk-in or reservation through company? ___________________
______________________________________________________________
14-Company Name:______________________________________________
15-Is facility requested by company or self? ___________________________
16-If guest is walk-in: Personal Reference / Surety______________________
______________________________________________________________
NIC No. ___________________________ Passport No._________________
Attach copy.

64

CHECKLIST FOR FOM / DUTY MGR.

Vehicle registration book present: YES

Drivers driving license present: YES

NO
NO

Validity: ___________
Validity: ___________

Vehicle Condition: Describe any discrepancy / fault / scratches, cleanliness etc. or

take 5 minute test drive: _________________________________________________
_____________________________________________________________________
Is vehicle ready to use: Remarks?__________________________________________

____________________

__________________

ALLOWED FOR TRAVEL

APPROVED BY

Name / Position / Sign

Name / Position / sign

Received by:
Security / T.K:Sign. ______________ Date___________ Time____________

65

FINAL SETTLEMENT CLEARANCE

Date:________________
Time Clock No.___________Name:________________________________
Position:_________________________
Department:____________________
EMPLOYEES DEPARTMENT

___________________________

________________

Immediate supervisor Acknowledge return of

All hotel property & handing / taking over

Verified By
Department Head

_____________________
Engineering Store Keeper
(for engineering staff)
HOUSEKEEPING DEPARTMENT

________________

____________________________

Verified By
Exec. Housekeeper

Linen / Uniform Attendant

Acknowledge return of hotel property

i) Cost control section

Amount of city ledger
to be deducted
=
Any other deduction =
_____________
A.MSC / Cost controller
_______________
Asstt. Mgr. Accounts

ii) Income Audit

Loan / advance
(if any)
=
Any other deduction=
__
___________ _____________
Gen. Cashier
Income Auditor
_______________
Controller Finance

HUMAN RESOURCES DEPARTMENT

Acknowledge return of following property:

Locker key (locker No.
)
Training Manual
Returnable Gate Passes:

Name tag
ESSC Card
Visiting Cards

H.I.D. Card
Hostel Key/Clearance
Official Diary

Last working day:

Absent / Suspension days:__________

No. of days worked:_________

Salary to be paid (days):____________

Last Drawn Salary:___________

Reason for leaving:________________

Any further details:_________________________________________________

________________________________________________________________
______________
__________________
___________________
A.HRM
HRM
General Manager
Certificate (to be signed by the employee)
I_________________ have received my all dues from Ramada, Multan and
have no claim regarding payment.

66

Signature

FULL AND FINAL SETTLEMENT / AFFIDAVIT

I_____________________S / D / of___________________ declare that I have

received all my dues until my last working date with Ramada, Multan in accordance
with the contract signed with the Ramada, Multan, in witness thereof I sign, affirming
that I have no further claims, dues or emoluments whatsoever from the said employer.
I also hereby confirm that I have returned all company documents, properties, dues
whatsoever, and there is nothing in my possession as on today and no legal
impediment.

____________________________________

_____

EMPLOYEE SIGNATURE & THUMB IMPRESSION

DATE

67

REQUEST FOR AVAILING DISCOUNT

By Using F&B Outlets For Self or Immediate Family Only.

20 % Discount Authorization

For Hotel Staff.

Dated:_______________
Name _________________________________ I. D. No._______________________
Department:_______________________Position:______________________
Relationship (to whom entertain)__________________________________________
Outlet (Name):______________________No. Of Person:______________________
Date / Time for Entertainment: ___________________________________________
I hereby declare that information provided above is true and I shall use F&B
outlet as per procedure without causing any interruption in operation and shall not
violate the discipline.
______________________
Employee Signature
_____________________

_____________________

Department Head

Manager HR

Recommendations by making sure that policy has not been violated.

_________________
General Manager
Approved By
Note:
1-Amount spent for entertainment shall be paid as a whole in cash only.
2-Staff on duty cannot join their family members.
3-Discount valid for self or immediate family members only.
4-Discount shall not be valid for Hi-Tea or special promotional packages.
5-Prior approval required for the purpose.
6-Approval shall be handed over to the concerned outlet Incharge in advance,
68

which shall later on be attached with the check.

OFFICIAL GUEST ENTERTAINMENT
APPROVAL
Ramada, Multan

Date: _______________
Guest Name: __________________________ Position:________________________
Organization:___________________________________________________
Date for Entertainment: ___________________ Time: __________________
Place for Entertainment ___________________ No. of Persons___________
Type Of Entertainment:___________________________________________
Reason:_______________________________________________________
______________________________________________________________
______________________________________________________________
Potential Business or Operational Benefit: ____________________________
______________________________________________________________

Recommended By:
Name: ________________ Position: _______________ Sign.: ______________

_________________
Approved By
M. D / G. M
Note:
1-Approval shall be taken in prior.
2-Approved slip shall be handed over to the outlet incharge, which
shall be attached with the entertainment check for the record of
Finance department.

69

PERSONNEL FOLDER
Checklist
Employment Application
NIC Copy
Photograph
Educational certificates
Experience certificates
Employment contract
Medical fitness

Tests report

Doctor Certificate)

Verification from former employer

Surety bond
Job description (received by employee)
New employee orientation checklist (briefed & signed)
Employee information updation: ___________ __________ ________
___________ __________ __________ ___________ __________
Annual performance appraisal: _________ __________ __________
__________ ___________ ___________ ___________ _________
Driving license (valid & renowned): _________ _________ ________
________ ________ __________ _________ ________ ________

70

CHECKLIST (AFTER LEAVING THE ORGANIZATION)

RESIGNATION

TERMINATION LETTER

EXIT INTERVIEW

CLEARANCE

FULL & FINAL SETTLEMENT STATEMENT

71

OFFICIAL VISIT
APPROVAL

The following staff members shall be proceeding on Official Visit:

S. No.

I.D. #

Name

Position

From

To

Destination Purpose

1.
2.
3.
4.

Employee ___________________ Department Head ___________________

Date of issue _________________

Department Head Responsible for sending. (if other than employee own
deptt.) ______________
APPROVED BY
Submitted to: Manager HR

For information & Personnel record

Managing Director / General Manager

72

ABSENT REPORT

This is for information that name of staff member mentioned below is absent from
duty, no prior leave application received to the time office till issue of this report:
I.D.No. ___________ Name. ___________________ Department: _______________
Position: ________________ Date of absence: _______________ till: ____________
_____________________

___________

Prepared by: Time Keeper

Date of issue

Name & Signature

----------------------------------------For HRD Use
EMPLOYEES STATEMENT:
______________________
Employee Name / Signature
Date:__________________
DEPARTMENT HEADS REMARKS:
Name:________________Position:_________________Signature:__________
Date:______________
ACTION TAKEN
_______________
Report initiated by
HRO

__________
Manager HR

Date:

Date:

73

INTIMATION FOR REMAINING WITHIN HOTEL PREMISES

BEFORE OR AFTER DUTY
DEPARTMENT:______________________DATE OF ISSUE_____________
______________________________________________________________
I.D.NO.

NAME

POSITION

DATE

TIME
FM

TO

______________________________________________________________
______________________________________________________________
_________________

_________________

DEPARTMENT HEAD

APPROVED BY
G. M

-Department head to present this slip in advance for approval to M. D or G.M.

-The approved slip shall be forwarded to HRD / Time Office for further
process.
Received By: Date _______________ Time_________ Sign. ___________________

74

Date:___________
I.D. No ___________________ Mr. / Miss___________________________
Position:___________________ Department: __________________
SUBJECT: ___________________
LATE ON DUTY
You are being informed that you came late for duty on __________________. As per
policy if any employee comes 4-times late in a month, one day salary is deducted
against that violation, and moreover habitual late coming comes into misconduct, due
to which various disciplinary actions can be taken.
You are therefore, advised to be punctual.
Copy of this letter shall be placed in your personal folder.
Thanking You,
Human Resources Department

75

STAFF BIRTHDAY INTIMATION

TO
FROM
DATED

:
:
:

Exec. Sous Chef

HRD
_____________

Birthday cakes have to be presented to the following staff members through revised
on 03/05/2003, the dates of birth and entitlement for cake is mentioned against each
name:

_____________________________________________________
S.N

NAME

POSITION

BIRTH
DATE

ENTITLEMENT
or 1 Kg

_____________________________________________________
1____________________________________________________
2____________________________________________________
3____________________________________________________
4____________________________________________________
5____________________________________________________
6____________________________________________________

PREPARED BY

________________

A.HRM

Manager HR

76

EXIT INTERVIEW

Employee Name: _____________________________ Date of Joining: ___________

I.D.NO.:_________Position:__________________Department:___________
_____________________________________________________________
Services
Terminated

Dismissed

Resignation

Contract
Completion

Date (Resignation, Services Termination, Dismissal): ___________________

Date Effective:_______________
______________________________________________________________
Reason for leaving Job (as explained by employee at the time of resignation or due
to which services terminated:)

______________________________________________________________
Exit Interviewer Comments or (any suggestions, discrepancies from
employee)
______________________________________________________________
EXIT INTERVIEW COMMITTEE

______________ _______________ ________________ ______________

HRM

____________
Date
______________________________________________________________
Employee Performance Summary ( to be completed by Department Head):
POOR

FAIR

GOOD

EXCELL
ENT

______________

______

SATISFA
CTORY

Job knowledge
Quality of work
Quantity of work
Attitude/Cooperation
Potential to higher
positions
Attendance &
Punctuality
Honesty

Can be re-hired
In future:

YES

NO

77

Department Head

Date

PERMISSION SLIP FOR WEEKLY DAY OFF CHANGE

Date:_____________

Name ________________ Position ______________ I.D.No __________

will avail his day off on __________instead of ____________due
to_____ _____ ______________.

______________________

____________________

Approved By Deptt. Head

Received By

------------------------------------------------------------------------------------------------------

78

References
www.ramadamultan.com

Sr.

Names

Designation

Sheikh Abdul Hameed

M.D

Mian Faisal

CEO

Shahid Mehmood

RDM

Mansoor. A. Siddique

G.M

Muhammad Shehzad

H.R.M

Ajmal Ijlal

F.C

Muhammad Niaz

Chief Exec. (House Keeping)

Muhammad Saleem

Chief Engineer

Mrs. Anjum

Manager (Front office)

10

Javed zia

F&B Manager

11

Muhammad Aslam

Manager (Communication)

12

Muhammad Umair

Manager (I.T)

13

Muhammad Nauman

Manager (Purchase)

14

Khurram

Manager (Store)

79

My Achievements

80