Pearl Continental Hotels

MANAGERIAL POLICY

CASE STUDY

Pearl Continental Hotel, Karachi

Prepared by

M. Hashim Abbasi

Sarmad Tahir

Submitted to

Mr. Syed Abdul Mateen Ahmed

April 16, 2008

Institute of Business Administration

Karachi

Introduction

Pearl Continental Hotels (PC) was established in 1985 after locally acquiring a renowned hotel chain, Hotel Intercontinental. PC hotels are located in Karachi, Lahore, Rawalpindi, Peshawar, Bhurban and Gwadar. For the past 2 years PC Karachi has been the number 1 hotel based on occupancy, average daily rates and market share. Karachi is the only city where competition is present, in other parts of the country PC enjoys a monopoly.

PC Karachi is located in the heart of the commercial and shopping cosmopolitan city of Karachi and only 15km from Quaid-e-Azam International airport. The location of the hotel provides easy access to all major banks, multinationals, shopping centers, trading malls, sea port, etc. The Hotel has 286 rooms along with all other luxury services.

It is the only hotel in Karachi which is a member of The Leading Hotels of the World and one of the two hotels in Pakistan.

Vision Statement

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

Mission Statement

Our commitment is to consistently provide all guests with quality, professional customer service exceeding their expectations. We will focus on our dynamic progressive image in the market thus giving us opportunity to price our hotel accordingly.

We will strive to improve on our market share by maintaining trust of our stakeholder and loyalty of our associates by giving them fair chance for career development and equal respect to all without being prejudice; above all we aim to maintain our leadership in hospitality during 2007-2008.

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Core Values

• Growth & Development for all

 Competence and contribution as the only basis for job security

 Promotion from within

 Learning environment and opportunities

 Provision for world-class education and training

 Aligning people with latest technological trends

• Recognition & Reward

 Achievement orientation

 Appreciation

 Setting ever-rising standards of performance  Performance-based evaluation

 Incentives

• Innovation

 Listening and two-way interaction

 Participation

 Encouragement  Motivation

 Enterprises

 Initiative

• Trust

 Cooperation

 Integrity

 Dignity

 Respect

 Candidness  Support

 Teamwork

 Sense of ownership

 Empowerment

Products / Services

Pearl Continental Karachi is the first 5 star hotel of Pakistan and with this status it offers its guests all the luxury services that come with it. The services offered by PC are as follows:

• Suites

 Executive suites

 Deluxe Suites

 Executive club rooms

 E-Rooms

 Pearl Room

 Non-Smoking Rooms

• Guest Room Facilities

Centrally air conditioned, international direct dialing, satellite TV channels, 24 hours in house movies, 40” LCD TV, safe deposit lockers, mini bar, electronic lock system, DSL connectivity, etc.

• E-floor

 Pentium 4 PC’s with 24 hour internet access, cafe, airport transportation, free local calls, laundry service, scanner, printer, etc.

• Special features

 Express capsule elevator exclusively for roof top Board Rooms, E-floor,

• Restaurants

 Jason’s Steak house, Chandni restaurant, Sakura (Japanese), Taipan, Marco Polo, Grapevine, Royal Elephant

• Conference and Banquet Facilities

 Extensive banquet and seminar/convention space from boardroom style of 8 to a capacity of 1000 people.

 Ballroom, Shalimar, Dilkusha, Henna, Kohinoor, Mahnoor, Emerald.

 Tulip, Carnation & Orchid board rooms.

 Pool side Marquee

• Services and Facilities