ACKNOWLEDGEM
ENT
All praise to Allah, the most generous, kind and humanitarian, and the source
of all Information, understanding within and beyond my conception. All
respect and a possible tribute goes to my Holy Prophet Mohammad (SAW),
who is forever guidance and knowledge for all human Beings on this earth.
Internship program of minimum six weeks is a compulsory training for m.com
students of UNIVERSITY OF Gujrat Sialkot Campus. In this regard, I am
grateful to my department and specially Mr. Qamar Abbas (General Manager
of Hotel Javson) who provided me the chance to work in Hotel Javson.
Thanks to All.
TABLE OF CONTENTS
EXECUTIVE SUMMARY
Its compulsory internship report which was allocated to me, for this I have to
do this and I did in Hotel Javson for eight weeks, and I am making this report
to face conversation. Hotel Javson is the 4 star hotel in the heart of Sialkot,
its luxurious hotel and handles all type of functions like professional
business mostly revolve around the business employees and executive, there
beauty salon, banquet halls. My job was there an internee is sales &
Generally, it was a thrilling practice and I have learned a lot from this
INTRODUCTION
The Hotel Javson is located in the heart of the city Sialkot that is only 25 mints from the Sialkot
international airport and 10 mints from the main city. The hotel has a grand facade, which leads into an
elegantly decorated lobby presenting an eye-catching blend of National and International decor. The well-
trained and highly qualified staff at the front desk to ensures that all guests needs are met instantly.
Hotel has three Banquets, four Traditional Restaurants and has 48 luxurious suites and well-appointed
guests rooms, which provide to all the requirements of the commercial and holiday travelers. These
rooms contain High-level, Executive, Business Complements beside Standard, Deluxe, Executive and
Executive Deluxe and Special Honeymoon Suite.
Depending on the season and their wants, visitors can adore more services and special offers for both
leisure and business activities. Hotel have Crystal Ballroom, boasts of an Events department recognized
as one of the hospitality leaders in the Sialkot-Pakistan, Established in Feb 2013, it have two banquet
halls have total area of 2-9600 Sq. ft. and seating capacity of 800-1200 persons.
Almost 1000 persons can easily be recommodated. Entrance is from the main Defense Road from the rear
with large parking spaces in front and separate parking area in basement. Hotel Banquet Halls have been
built in an elegant style and have been stylishly furnished. Sound arrangement to cater to the wants of
Marriages Events, conferences, seminars and Fashion shows, Concerts & Meeting of all types has been
installed.
The Hotel Fitness Centre has the latest in interactive exercise workouts for improved aerobic endurance
and general body toning. Sweat out by using state of the art equipment and trim yourself. A must for
fitness fanatics both. Being away from home need not mean being away from your health and fitness
routine.
Fitness Centre services include a gym, swimming pool and a wellness spa, sauna, steam room and
massages.
MISSION STATEMENT
To be familiar as one of the best best hotel in Sialkot and to constantly strive
to improve, allowing us to prosper as a business for the benefit of our guests,
our employees and investors.
VISION
The success of any business is contingent on the ability to meet and exceed
customer expectations. At the Hotel Javson, we are proud of our strong
commitment to both our guests and our team associates. We identify that
the delivery of typical guest service is dependent on a group of caring team
members who share common goals and a true spirit to serve. Those aims
and service spirit are voiced in Our Big Three, which lies at the emotion of
our hotel task statement our hotel is a place where every guest
receives100% satisfaction in the service, foods and atmosphere we proudly
provide.
Organization Structure
BOARD OF DIRECTORS
Mr. Malik Javed
Mr. Malik Shahid
Mr. Malik Rahat
Mr. Malik Zahid
DEPARTMENTS
FRONT OFFICE
Front office has been described as the hub or nerve center of the hotel. The
department makes a first impression on the guest and one that the guest relies on
throughout his or her stay for information and service. Its duty is to enhance guest
services by constantly developing services to meet guest needs. The functions of
front office are the followings:
To sell and up-sell rooms
The front office will hand over all the expected arrivals and available rooms. The
front office will try to sell out all the remaining rooms to call-in or walk-in guests to
ensure 100%occupancy. In addition, it should apply the yield management that is up
selling the features of a larger area, a advanced floor or a improved view in higher
price for someone booking a room with shortly notice when the demand of room is
high.
To maintain balanced guest account
The office should make use of the property management systems (PMS) and point-
of-sale terminals (POS) to open a guest account for each customer and post all
charges from the sections. This means that visitor charges from the numerous
outlets are directly debited to the guests account and payment can be received on
guest check out or transferred to the company in the case of BTC for company
corporate guests.
To offer service such as administering mails, faxes, communications and hotel info
Customers always approach the front desk with questions so the front desk workers
should have enough knowledge about the hotel. The forward-facing desk is
operated through the twenty-four hours by three shifts to provide facility. Every
alteration has altered responsibilities to fix. Most likely, the front desk need to note
things and check on the log book to see if there is some guests request for room
changes, check on the room position, number of predictable checkouts still to leave
in order to update the forecast of the nights occupancy and handle guest check-ins
and take reservations.
RESERVATIONS
The reservation section is one first contact to the guest making the
reservation for room. In the meantime some visitors may be shopping for the
best value, it is vital to trade the hotel by emphasizing the hotels rewards.
Its main accountability is to trade all of the hotel rooms for the extreme
value and escape guest resentment of being overcharged. The reservation
can be done by a variability of sources such as telephone, corporate
numbers, travel agents, internet and walk-in. The dominant reservations
system edges with the hotels inventory and simultaneously allows
reservations by individual hotel reservation persons. There are two kinds of
reservation that the department wishes to consider.
Confirmed reservation
HOUSEKEEPING
The four major zones of tasks for the executive housekeeper are as follows:
GUEST SERVICE
The guest service department is answerable to give the guest positive first
impressions. The staff contains of door assistant, buzzer person and
custodian.
Door helpers are dressed in inspiring uniforms. They greet visitors at the
hotel forward-facing door, assist in opening or closing automobile doors,
removing bags from the trunk, welcoming taxis, keeping the door
appearance clear of vehicles and giving guest info about the hotel and the
local area in a polite and pleasant way.
SECURITY
Security section is providing guest safety and loss avoidance. And it
comprises four elements.
HUMAN RESOURCE
Manpower Planning
It includes the planning for the future and outcome that how many
employees will be needed in the future by the business and what types of
skills should they possess.
It depends on the following factors
HR Sector is also involved in planning the Job analysis and Job explanation
for the prospective jobs.
A job inquiry is the procedure used to collect data about the duties,
responsibilities, necessary skills, outcomes, and work environment of a
specific job.
Job descriptions are inscribed statements that define the:
Duties,
Responsibilities,
Most significant contributions and results desirable from a position,
Required qualifications of candidates, and
Reporting connection and co-workers of a specific job.
One of the most important jobs HR department is to recruit the best people
for the organization. This is of vital significance as the achievement of any
organization depends on the quality of its workforce.
Performance Appraisal
Once the employees are employed, the HR Department has to review their
performance on a consistent basis through proper performance appraisals.
Performance appraisal is the procedure of gaining, analysing and recording
info about the relative value of an employee. The attention of the
performance appraisal is measuring and improving the real performance of
the employee and also the future prospective of the worker. Its objective is to
evaluate what an employee does.
Based on performance appraisal the HR Department will set up an action
plan for each worker. If the employee wants any training then he provided
that.
High opposition amongst the hotels, need the capable team of Sales and Marketing
to support the product among the challengers.
Main Responsibilities
- Responsible for construction the image of the organization between the customers
- Responsible for hitting up a effective sales and marketing plan
- Responsible for carrying out market investigation product development promotion
etc.
- Responsible for discovery new segment in market
- Responsible for carrying business and helping out funding department to attain the
set targets.
The Food and Beverage Manager is the controler of all parts of the food
and beverage operations onboard, including revenues, food costs,
budgets, inventories, sanitation onboard and discipline in his
department of Hotel.
Subordinate Personnel
F&B Controller
Executive Chef
All other workers in the F&B departments
ENGINEERING
The primary duty of a hotel chief engineer is to ensure the smooth daily
operation and guest claim of the hotel. Inside the hotel, chief engineers may
direct the upkeep staff on small repairs, such as fixing drywall, fixing faulty
wiring, or unclogging drains. Problems that are more compound may need
the chief engineer to check blueprints or product manuals in order to answer
boilers or air-conditioning engines. Chief engineers might also allocate staff
to repair sprinklers or instruct grounds crew to maintain outside landscaping.
Hotel chief engineers may also act as managers of maintenance workers,
and these professionals lease, train, and mentor staff. For example, a chief
hotel engineer might train an employee on how to appropriately install a
faucet. Furthermore, hotel chief engineers may assess a staff member's
collective performance, noting areas for development. Lastly, hotel chief
engineers budget material, labor expenses, and give in to these assessments
to the hotel manager.
PURCHASING DEPARTMENT
ACCOUNTS DEPARTMENT
Overall objectives
Main duties
Records
Safeguarding of assets
Financial reports
To make and interpret the financial statements and reports of the hotel.
Management information
To ensure that the hotels computer systems and their software are fully
used, well safeguarded and properly upheld. To implement future
changes/additions to the electronic data processing systems of the hotel.
Cashiers
To confirm that there are proper measures and controls for the guest cashiers
and other cashiers in the hotel, nevertheless the fact that these areas are
not the direct accountability of the controller. To ensure proper controls for
F&B cashiers.
Stock takes
To certify that physical records of all supplies, are being taken on a monthly
basis and of all operating equipment on a quarterly basis.
To warrant that the hotel fulfils with the established credit and gathering
procedures, with particular thoughtfulness to front office, group and
meetings/banqueting processes.
Expenditures
Payments
Bank accounts
Income audit
To guarantee that all income due to the hotel is properly accounted for and
reconciled.
Receivables
To confirm that all Debtors are collected within the hotels credit periods.
Accounts payable
to certify that payments are complete for all goods and services on a timely
base.
To ensure that all payments are sufficiently supported by documentation,
properly coded and properly approved. To ensure that suppliers accounts are
reconciled to the hotels
records on a regular basis.
Payroll
LOCATION
I have gained much from the marketing department peoples, by seeing those
making phone calls personal selling meetings and by using their personal
relations, they are doing good job for their hotel.
Hotel Javson also has highly intelligent executives of all departments.
The Hotel Javson is popular for its types of rooms which are 6 types, like
deluxe king, deluxe king interconnected, honey moon suit room, junior suit
room, standard king inter connected, standard twin. This quality
differentiates Hotel Javson from the other hotels.
The hotel Javson has an office in Hotel with transport van and car which is
ready to take customers from airport.
WEAKNESSES
DISCREPENACIES AMONG STAFF
FAVORITISM
LACK OF GARDENS
Gardens give a new and fresh looks to hotel where u can have seasons
plants growing seasons flowers and gives the broader looks to the hotel. In
addition, may be customers like to have some open air then can use it.
LACK OF SPACE
With the growing, needs I think the space of the hotel is a bit less, they
should do something to solve this problem. Open Space provides a good
open looks to the hotel like other big hotels. However, in Defense road area it
is hard to do this.
INVOLVEMENT OF MDS
OPPORTUNITIES
INNOVATION
For growth everyone has to innovate and discover new idea and make new
solutions. Its not cool to make an innovation but just to do anything in a new
way is innovation.
Now a days Sialkot getting good atmosphere, security is tight and with a
more better security plan of a city, that all will attract the visitors to come to
the city and opportunity is to have these guests in to this hotel.
LOW RATES
Its a big opportunity for me too because the reason is there are getting high
prices ago hotels rooms but I heard business people asking to make the rates
less. However, all should be done on the basis of person-to-person.
In that kind atmosphere which our hotel industry is facing one hotel can grow
but increase its affiliation and links is needed, for obvious reasons hotel with
better links with business customers will have more guests and for hotel
keep having guest is very important and no hotel can work without it.
THREATS
There are three or four new hotels coming with modern facilities & state of
the art equipments. To provide the need of customers as we all know that
customer awareness has been improved.
TECHNOLOGICAL CHANGES
Pakistani Hotels are very much affected by the deviations in technology. The
Cause is mostly hotel are not rapid to adapt the new technologies and the
techniques so it can effect future progress.
GOVERNMENT INSTABILITY
The government instability had affected this business in such a way that
each government has its own rules and regulations concerning to the hotel
industry. And in Pakistan mostly rules can be changed with the change of
new government.
LACK OF TOURISIM
Hotel industry can be disturbed by the lack of tourism in Pakistan, and the
government of Pakistan has never taken important steps to the growth of the
tourism industry, Pakistan tourism industry has the chance of becoming the
largest Pakistani income generated industry.
BOMB ATTACKS
Conclusion
I would like to conclude that I have been given a great opportunity to do
work in a hospitality sector of this private institute. During learning and
achieving a professional experience, I enjoyed there a lot while doing work
and it was the time when I felt myself independent, confident, responsible
and realized how speedily my decision making power improved.
The aim of my internship was to get a practical experience and exposure the
difference between the theoretical things and the practical application of
them. I have implemented what I had learned during my M.com. I have
learned that how organizations are different and how they compete each
other on the cutthroat situation.
Working at sales and marketing department was a bit different and energetic
experience in the completion. Each day I had to interconnect with my clients.
It was a good experience of reconciling the record of customers and to
update the customer remaining balance. I had an experience to lookout and
perceive how to make new customers and how to persuade them to use our
services again. There were times when things were seem to move away from
us and there were times when was taught that whatever the customer say
the customer is always right.
BIBLOGRAPHY
BOOKS
Kotler Philip Principles of marketing 13th edition.
Marketing Management (Philip Kotler).
Brand Management
Sales Management
Marketing Research
WEB
www.google.com
www.hoteljavson.com
www.wikipedia&encylopidia.com
PERSONAL CONTACTS
Mr. Qamar Abbas (General Manager)
Mr. Assadullah Ghalib (ex Manager sales & marketing)
Mr. Mohsin Mohammad Manager Sales & Marketing