Holiday Innnn

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HOLIDAYINNHOTELS,ANOVERVIEW: .............................................................................................................. 5

INTRODUCTIONTOTHE,SALES MARKETING MANAGER .................................................................................... 7

FUNCTIONSOF MANAGEMENT: ........................................................................................................................ 8

Long term plan:.............................................................................................................................................. 8

Short term plan.............................................................................................................................................. 8

Contingency Planning: ................................................................................................................................ 9

ORGANIZATIONALSTRUCTURE: ................................................................................................................... 10

INTERPERSONALROLES: .................................................................................................................................. 13

INFORMATIONALROLES: ................................................................................................................................. 13

DECISION MAKING: ......................................................................................................................................... 13

MARKETINTELLIGENCE: .................................................................................................................................. 15

COMPETITIONANALYSIS: ................................................................................................................................ 15

PROVIDINGSERVICESWITHEMERGING MARKETTRENDS: .............................................................................. 15

STRONG FOLLOWER: ....................................................................................................................................... 16

CUSTOMERRETENTION: .................................................................................................................................. 16


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Our Honored and Respectful, Prof. A. Amjad, who provided us with endless and

invaluable guidance.

We thank the management ofHoliday Inn for giving us their valuable time and co-

operating with us. They treated us with courtesy and provided us with all the

information we needed.

We also would like to thank all the individuals who have contributed towards the

completionof this project.


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In this project we have tried toobserve anorganization and see how it is running.

The mainobjectives were:

To practicallyobserve the managerial functions, skills and roles.

How the managers performs his managerial functions, skills and roles.

Learnhow the manager controls his staffusing his skills.


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MMIISSSSIIOONN SSTTAATTEEMMEENNTT

THEIR MISSION IS TO CREATE QUALITY

FOR THEIR CUSTOMERS

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Achieve Quality Excellence and Serve Customers with Quality

Products

HHOOLLIIDDAAYY IINNNN SSHHAARRDD VVAALLUUEESS

They value & respect their customers.

They communicate openly.

They have integrity.

They are committed to winning.


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HOLIDAY INN HOTELS, AN OVERVIEW:

olidayInn is an international hotel and resort chainhaving hotels and resorts

in every known big city in the present world. The head office of Asian

subcontinent is located in Mumbai (India). There chains includes

Intercontinental Hotel & Resorts

Crown Plaza Hotel & Resorts

Express byHolidayInn

Stay Bridge Suites HolidayInnExpress

HolidayInnHotels & Resorts

Holiday Inn Lahore started its operation and functioning in July 1995. Holiday Inn

Lahore is a perfect place,comfortable and luxurious. Holiday inn is a four star hotel.

They offer a variety of services and amenities such as full service restaurants and

swimming pools. Credit card guarantee required for all arrivals- Deposit may be

required during special events.

Holiday Inn Lahore, franchise of the Inter Continental Hotels Groups family is

striving to achieve new landmarks on roads to success. They are always in rent less

pursuit of excellence ensuring the social privacy of our valuables customers and

guests. We know that they are always there to add value to our prestige and

enhance our reputation in the world care,comfort and hospitality.

IHG is the worlds most global hotel company and the largest bynumber of rooms.

They group has more than 3700 owned, leased, managed and franchised hotels andover 600,000 guest rooms across nearly 100 countries and territories.

Their strategy is the aim to provide all their guests outstanding quality and comfort

with genuine friendliness and professional warmth, surpassed bynone.

H


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Holiday Inn is located on Egerton Road Lahore 25-26. It is a 4 star hotel with all

amenities if a 5 star hotels. It is conveniently located incentral Lahore and is close to

all business centers. At this time it employees 400 employers, working in three

shifts. The owner and ChairmanofHolidayInnLahore is Khawaja Tariq Latif. MD is

Khawaja Khurram.

Holiday Inn LHR has the following features:

120 Guest Rooms

8 Suites

15 non-Smoking Rooms

68 Double bedded Rooms

52 single bedded Rooms

1 Special Rooms for disabled

Downtown /CityCentre

9 Floors

Cocktail Lounge

3 Restaurants (China grills,Lahore gates & roof Barbeques) Airline Desk:World Travel

Rental Car Desk:International Tours (PVT)


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INTRODUCTION TO THE, SALES MARKETING MANAGER

Mr. Ahmad Salman is the Deputy D irector of Sales & Marketing at

Ho l iday I nn. He graduated from Punjab University in MPA. He started

his career in 1988 with an assignment, where he got responsibility of

OTC products , like Jo hr-Joshanda , there he worked for 3 years , then

he jo ined Avari in 1991, till 2005 in sales & marketing department. Then

S ir A hmad jo ined Serena Hotel, after wh ic h he jo ined Uni-Lever in

Islamabad as a Regio nal Sales Manager of the No rth Sector for a

duratio n of 2 years. No t fu lly satisfied, he then jo ined Teleno r

Pak istan as a Manger of Profit & Sales in Faisalabad. Last year in

September 2009 he moved to Lahore and jo ined Ho l iday I nn and now he

is presently work ing as a D irector of Sales & Marketing.


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FUNCTIONS OF MANAGEMENT:

y Planning

y Leading

y Organizing

y Controlling

PLANNING

Long term plan:

y

The long term objective ofHolidayInn is to earn revenue.y Becoming the leader inhotel industry in Pakistan.

Short term plan

y The short term objectives are to provide courteous, friendly, caring and best

services to its customers.

y Making guests feel welcomed by providing unquestionable service and care.

To achieve short term or long term objectives plans are made. Plans regarding

financial matters are made entirely by the exclusive management. To make a plan

for achieving any short term objective the executive management takes decisions

from middle management and the employees as they play a huge part in achieving

the desired goals.

As according toDSM Ahmad:

I have a team of three sales managers. We plan on weekly bases. We usefrequency charts which are filled everyday of daily records.

We develop a strategy, then roll out of specific strategy and then wait for the

desired outcomes.


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Contingency Planning:

The restaurant has contingency plans for every department. For example in HR

department the contingency plan is that incase if the chiefchef leaves the job forsome reasonor expires the restaurant will hire a trained chef from somewhere on

contract basis until it finds a chefof its own.

The advantagesofcontingency plans are that:

y Helps getting into a better position tocope withunexpected developments.

y Avoid the shockofcomplete surprise

y Avoid halting ofoperations during emergencies.

ORGANIZING

When we talk about the organizing,HolidayInnorganizes

its management in a very authentic way. They organize

rooms, banquets, weddings and arrange for trainings,

seminars,conferences and any desired functions.

They also organize for cultural events, multinational

seminars, political lectures or debates or any type ofbusiness briefings. For example, during the international cricket season,HolidayInn

prepared itself in a very impressive way to facilitate the foreign cricketers. They

provided them the comfort and relaxation, so theycould feel at home.

HolidayInnhas organized their rooms in three different categories which are

Standard Rooms

Exclusive Rooms

Family suites

In a total they have 120 rooms. They do their unsurpassed to provide an

outstanding environment to make their customers feel at ease.


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GENERALMANAGER

FinancialController

accountsManager

CreditManager

FrontManager

asst. ofmanager

deputymanager

DirectorSales andMarketing


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CONTROLLING

Controlling means evaluating results and taking the

correct measures against them. The hotel practices

control in every department. For employees,

employee appraisal form is filled by the supervisor

after every 3 months evaluating the performance of

the employee. If the supervisor feels satisfied with the employee thenhe is passedand ifnot then the employee is instructed by the supervisor until his performance is

improved.

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RROOLLEESS

INTERPERSONAL ROLES:

Mr. Ahmed Salman has very effective strategy to welcome the customers, theyhave a team to greet people and their duty is to receive customers with great care

and happiness, they show delight at every ones arrival. They provide very kind

environment to the customers so that customers can adjust easily. They allow their

customers tocomment on their services or suggestions are always welcomed. They

make customers feel free and at home. Dealing with the suppliers or anyone how is

linked up with the hotel in a very friendly manner, they listen to all the

requirements of everyone whether he is an employee or a customer. For all these

services, first they train their employees in a very good manner; they guide them inways to provide excellent services.

INFORMATIONAL ROLES:

He said that providing information and receiving information is really very

important part of the running business. It includes so many things; they inform

people about all the new arrivals in the hotel by displays of the products, so as to

attract the people,TV ads, banners, pamphlets & brochures. He said that usuallyhe

makes 10 to 15 calls per day. They implement new strategies such as- how to

approach market trends, they also refer to attract foreigners and cricket teams,

including sponsorship and discounted packages to attract more customers and make

them aware about the offers. They try and use every way possible just to get the

word out about anynew-coming or happening.

DECISION MAKING:

Decision making is the most important role among the three managerialroles as described by MINTZBREG It is the first responsibility of a manager to

understand the environment and make new decisions.

Ahmed Salman said the profit as their revenue of this year fell down from 30% to

25%, sohe used his set of authorities to minimize the extra staff,cut down the extra

costs to maximize the profits without incurring high costs. He makes his own


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decisions according to the situation; he has high authority to make decisions

without any ones consent and consultation. He said that he has set of

responsibilities with the authorities.

Mr. Salman says he has been givenauthority with limits, so he makes decisionson the spot which he feels comfortable with and he knows that will result in

benefits.

Now a days our country is economically facing a down fall, most of the

businesses are declining, so theres a need to make decisions quickly. He said that

who react first will take over the business.

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Mr. Ahmed Salman suggested us very effective strategies to adapt, so that we

can be an effective manager. There are FIVE basic suggestions whichhe gave us, as

stated below:

1) MARKETINTELLIGENCE2) COMPETITIONANALYSIS3) PROVIDINGSERVICESWITHEMERGING MARKETTRENDS4) STRONG FOLLOWER5) CUSTOMERRETENTION

MARKET INTELLIGENCE:To be at the top and to fulfill all the managerial roles, initially you should be

aware of each and every thing out in the market. You should have the knowledge of

all upcoming events so that anorganizationcan present itself in a good manner, to

attract the customers. In these days the market is revolutionizing day by day, so we

should alsokeep pace with the changing market. We should know all the pros and

cons of the market which we are entering.

COMPETITION ANALYSIS:

You should be conscious of your competitors, so that you can analyze and

develop the strategy to maximize the profit. It is very important to be one step

ahead of your competitor in any way possible. As a manager you should have full

knowledge about the competitors strategies.

PROVIDING SERVICES WITH EMERGING MARKET TRENDS:Providing up-to-date, high-tech services to the customers is a very innovative

way to attract them. Now a days our society is changing so rapidly and everyone is

the search for greater heights. Ifyou stick toone kind of service and dont change

you will encounter great loss. Therefore, to change according to the arising

demands is the signof a good management. So it is necessary to provide maximize

facilities toyour customers to gain profit and to satisfyyour customers.


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STRONG FOLLOWER:

The stronger your challenger is, the more you will compete and you will be more

passionate for your firms success. You should have faith inyour own decision, and if

you believe that all what you are doing is profitable and within the resources of the

business, thenyou should go for it! You should work enthusiastically and motivate

your subordinates to accomplish the targets set.

CUSTOMER RETENTION:

We know that the customers are the backbone of every businesss success. So the

customers should be provided facilities in a veryorganized manner withhospitality;

services should be cheap and at the same time good in quality and which should be

provided efficiently. These qualities will attract customers who will always place you

on their top most priority list. Fulfilling the consumers needs not only will provide

you with business but also superiority in the market.

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Mr. Ahmed Salmanutilizes all the major skills at his position. Conceptual skills are

used to solve and analyze the critical situation. With the help ofhis mental abilityhe

is able to take the correct decisions at the right time. He (Mr. Salman) has 15 yearsof experience, which enhances his ability tohandle every type on problem. Due to

his experience his concepts are crystal clear and he can easily handle the difficult

situations by posing better and improved solutions. Mr. Salmanorganizes the tasks

knowing what should be done first and what should be done after some time.

Conceptual skills are very important in this field of job. As a manger of sales and

marketing, Mr. Salman identifies the opportunity for innovations and recognizes

problem areas and implements solutions to eliminate the problem.

Mr. Ahmad Salman uses his human skills, which is the ability to work well with

other people individually or in a group, althoughhe is onhigh post i.e. Director of

Holiday Inn but he still considers himself a normal middle-class human being, who

also started his career from the initial stages. He is a down to earth type of person,

who knows and respects his cultural and moral values due to which he has the

ability to understand the needs of his people. He is kindhearted and polite to his

subordinates; he said that he works withhis staff as ifhe is one of them. On the

other hand, Mr. Salman has very high communication skills which can easilyinfluence his communication and understanding withothers. He motivates his staff

and gives them full support. He is role model for his subordinated, who guides them

and shows them the right path to follow.

A good leader can express himself by his effective skills, he has the ability to

manage the time, to divide the task in proper way and maintain the discipline. His

work does not end by imposing the tasks on the employees, but his duty is also to

check whether the work is being done properlyor not.

Last but not the least; he uses his technical skills as well. Although he is a

manager but it is alsohis duty to be aware of all the basics first. Mr. Salmanhas a

clear understanding ofhis job-specificneeds, so that he can teachhis staff without

any difficulty, what to do and how to do. As a manager, who leads and appoints


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jobs,his own technical skills need to be well defined. Mr. Salmanhas all the qualities

for a being an excellent manager inhis field.

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GUAIDENCE GIVEN TO US:

As said by Mr. Ahmad Salman:

Come,Work and Go,never involve yourself inOrganization Politics

&

Always keep your INTERGITY, feel comfortable about your work and dont let anyone point a finger at you

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THANK YOU!!!!

Holiday Innnn

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