Total Quality Management

Islamabad Hotel

Submitted by:

Department of Electrical and Computer Engineering Islamabad May, 2011

Requirements for this report

Report s ould be 2!"#0 pages only$ Reports s ould mainly include %&M C'(CE)%S *empo+erment, employee in,ol,ement, customer satisfaction etc-$ .ritten pro/ect reports must be presented professionally$

Acknowledgement
0irst of all +e are t an1ful to 2lmig ty 23324 for 4is blessings upon us in t e completion of t is c allenging tas1$ .e are ig ly indebted to our onorable teac er Mr. Nadeem Shareef for is moti,ation, support and guidance t at led us to t e rig t pat and Mr$ Safi Mushtaq for is assistance$ .e are really t an1ful to Mr. Ehtasham-ul-Haq, 5M Islamabad 4otel, for is elp$ 4e not only elped us but +e also learned a lot from im$ 4is cooperation and support is also +ort mentioning$ .e +ould also li1e to t an1 all t ose + o directly or indirectly elped us +it t e pro/ect$

Executive Summary
% e pro/ect selected for %otal &uality Management is implementation of %&M concepts on Islamabad 4otel + ic as been pro,iding uman personali6e ser,ices and care to its ,alued customers since 1788$ During our researc and analysis, +e found t at t ey are implementing almost all t e aspects of %&M$ % eir processes are efficient and effecti,e$ Departmental analysis done as rendered t e functionality of ,arious departments$ %reats from ne+ entrants, buyers and suppliers as been clearly identify incorporating t e competiti,e analysis$ Recommendation suggested at t e end for Islamabad 4otel can bring about a ma/or c ange by t e application of t ese suggestion t ey can cast a positi,e impact on t eir customers to retain t em for longer span of time$ 9etter implementation of %&M in Islamabad 4otel +ill not only going to be elpful to ma1e Islamabad 4otel a role model but it +ill also be a step for+ard in bringing up a :uality culture in )a1istan$

ontents
Re:uirements for t is report<<<<<<<<<<<<<$2 2c1no+ledgement<<<<<<<<<<<<<<<<<# E=ecuti,e Summary<<<<<<<<<<<<<<<<$$; Contents<<<<<<<<<<<<<<<<<<<<$$$$! 1$ Introduction<<<<<<<<<<<<<<<<<$$> 2$ 'b/ecti,e of Study<<<<<<<<<<<<<<<? #$ Mission Statement<<<<<<<<<<<<<<<? ;$ @ision Statement<<<<<<<<<<<<<<<$$? !$ Core @alues<<<<<<<<<<<<<<<<<$? >$ %otal &uality Management<<<<<<<<<<<$$7 a- 0ocus on Customer Satisfaction<<<<<<<<$$7 b- Employee in,ol,ement<<<<<<<<<<<$$$11 c- Supplier )artners ip<<<<<<<<<<<<<1; d- Continuous process impro,ement<<<<<<<$$$1; e- )roduct 3iability<<<<<<<<<<<<<<$$1! f- &uality 2ssurance and Control<<<<<<<<$$$1! g- &uality Management System and 9enc mar1ing<$$$1! - Critical Success 0actor *CS0-<<<<<<<<<$1> 8$ Departmental 2nalysis<<<<<<<<<<<<<1> ?$ Departments at Islamabad 4otel: a! 0ront 'ffice<<<<<<<<<<<<<<<$$18 "! 2t your ser,ice<<<<<<<<<<<<<$$$$$1? c! 0ood A 9e,erages<<<<<<<<<<<<$$$$1? d! 4ouse Beeping<<<<<<<<<<<<<$$$$17 e! Security<<<<<<<<<<<<<<<<$$$$20 f! Engineering<<<<<<<<<<<<<$$$$$$$$$$$21
!

7$ Competitor 2nalysis<<<<<<<<<<<<<<22 10$ Recommendation<<<<<<<<<<<<<2; 11$ Conclusion<<<<<<<<<<<<<<<$$2! References<<<<<<<<<<<<<<<<<<<<2!

#$ %ntroduction
&istory'
Since 1788, Islamabad 4otel +as a franc ise of 4oliday Inn International + ic +as a four star otel but from last four years it is +or1ing as Islamabad 4otel and soon in Cune 2011 it +ill become Radisson 4otel + ic +ill be a franc ise of Radisson 4otels A Resorts$ It is stri,ing to ac ie,e t e standards of Radisson 4otels A Resorts and t atDs + y for an interim period it is +or1ing as Islamabad 4otel$ Radisson 4otels A Resorts is a +orld+ide c ain of ;#! otels, +it a total of 102,000 guest rooms, in >1 countries$ % e first Radisson 4otel +as built in Minneapolis, Minnesota in 1707, and +as named after t e 18t century 0renc e=plorer )ierre"Esprit Radisson$ % e otel +as purc ased by Curt Carlson *171;E1777in 17>2, and is still o+ned by is Carlson Companies$ % e Radisson 4otel Islamabad Ci,ic centre +ill be a fi,e star otel and +ill offer +orld"class facilities and ser,ices including a spa, ealt club, beauty parlor, s+imming pool, and a fully e:uipped business centre$ % e otel +ill also feature meetings facilities including function rooms for ban:uets and conference e,ents$ 2 c oice of restaurants and bars, as +ell as recreation and fitness facilities, +ill also be a,ailable$

>

(ocation'
Islamabad 4otel is located appro=imately alf a mile from Melody Cinema and Melody Mar1et and 1# miles from Islamabad International 2irport$ % is location is also alf a mile from t e 9lue 2rea, one mile from t e Rose and Casmine 5arden, t+o miles from Cinna Super Mar1et and t e )arliament 4ouse, t ree miles from S a1ar )arian, four miles from Ra+al 3a1e, and fi,e miles from Islamabad Foo$

Restaurants and (ounges'

% ere are four fine restaurants in t e otel$ 3aiba Coffee s op offers you snac1s A i"tea$ C inese Corner deals +it C inese specialties$ De+ania S ees a Cafe deals +it 2rabic specialties$ Roof"top 9ar"9"& restaurant gi,es you opportunity to en/oy traditional )a1istani food in fres and pollution"free air of Islamabad$ 2lso t ere is tempting coc1tail lounge and pastry s op$ 4otel amenities include t e fitness room, business center, gift s op, complimentary continental brea1fast$ Gou can a,e your meals at t e otel restaurants + ic ser,es a +ide ,ariety of cuisine$ % e c efs + ip up scrumptious dis es in t eir 1itc en using only fres ingredients$

Services and )acilities'

Islamabad 4otel is one of t e most illustrious otels in Islamabad$ % is otel is 1no+n for its +arm friendly en,ironment and offers a +ide range of ser,ices to facilitate its guests$ % e otel +it ; floors offer 121 guest rooms and 10 suites + ic are designed to pro,ide optimum comfort$

% e otel offers room ser,ice, concierge assistance, ,alet laundry ser,ice, laundry facilities, currency e=c ange, babysitting, s oe s iner, free +ee1day ne+spapers, and free par1ing$ % e meeting rooms at t e otel are e:uipped +it all t e modern facilities + ic include pro/ector, microp one, flip c art, modem lines and ,arious ot er audio ,isual e:uipments$ 2ll rooms feature satellite %@, in"room mo,ies, CD players, mini bars, coffeema1ers, airdryers, ig "speed Internet access, free local calls, indi,idual climate control, irons and ironing boards, ,oicemail, and +or1 des1s$ C ec1 in and c ec1 out timings is 12 p$m$ Complimentary 2irport S uttle ser,ice is a,ailable 2; ours a day$

*$ +",ective of study
% e ob/ecti,e of t is study is to carry out a compre ensi,e study on t e implication of %&M in t e organi6ation and to suggest different +ays of better application of %otal &uality concept$ .e are also going to suggest different +ays of increasing t e :uality of +or1 reduction in t eir +ays and increased efficiency and producti,ity$

-$ Mission Statement
Selling uman ser,ices for customer satisfaction$

.$ /ision Statement
%o earn ma=imum profit by satisfying our customers$

0$ ore /alues
?

Customer Satisfaction %eam+or1 Meeting International Standards of 4otel Management 3oyalty Ma=imum )rofit

1$ Total Quality Management

%otal &uality Management *%&M- is a compre ensi,e and structured approac to organi6ational management t at see1s to impro,e t e :uality of products and ser,ices t roug ongoing refinements in response to continuous feedbac1$ %otal &uality Management is a total company +ide effort t roug full in,ol,ement of t e entire +or1force and focus on continuous impro,ement t at organi6ation used to ac ie,e Customer satisfaction$ %&M is bot a compre ensi,e managerial p ilosop y and a collection of tools and approac es for its implementation$ Islamabad 4otel ta1es care of t e %&M by considering t ese factors:

a! )ocus on ustomer Satisfaction'

Customer is a 1ing of mar1et /ust li1e mango, to obtain a c asm of customers fully satisfied to t e ierarc y of needs, continuous feedbac1 to impro,e ,arious sectors is t e 1ey element$ Islamabad otelDs feedbac1 system from customers is timely and effecti,e$ % e t+o modes of feedbac1 applied at Islamabad 4otel are: Room questionnaire % ese forms are being filled by people + o a,ail our fully furnis ed room facility in t is are t e :uestions about general
7

en,ironment, type of ser,ice being pro,ided at t e otel, proper functionality of electronic gadgets and suggestions for impro,ement$

Restaurant questionnaire Eating outside is becoming a fas ion no+ a days and people li1e to be ser,ed ealt y and delectable food in a 1ind +ay to ensure t is feedbac1 forms are t ere + ic + en filled reflects t e general perception of people about food, en,ironment, ser,ices etc$ 2bo,e all t e otel ta1es t e input from t e customer t roug online feedbac1 system to alter t e ser,ices according to t e needs of t e customers resulting in ma=imum customer satisfaction, + ic is t e 1ey to its success$ % e e=cellence +e a,e ac ie,ed is because of t e long term commitment bet+een employees and t e customersH trust as elped us to abridge t e gap bet+een t e t+o and because of t is trust +e a,e old clientele$ Islamabad 4otel being t e oldest in t e ospitality industry in )a1istan en/oys a large old clientele t at are its strengt and an important factor in its continued success$ Islamabad 4otel put all t e possible efforts to retain t e old clientsI interest by pro,iding discounts, concessions and special offers in seasons$ Mar1eting department is engaged in acti,ities to attract ne+ customers, by arranging e,ents and sending broc ures, special discounts for t e ne+ comers and attracti,e offers from time to time in order to increase t e customer base, + ic +ill e,entually lead to t e ma=imum profitability$

10

'ur focus is our otel management system$ .e ne,er try to de,iate from t e system and +it t e elp of t is +e ensure ma=imum profitability by gi,ing complete satisfaction to our customers$ It is not t e re,enueH itDs t e ma=imum customer satisfaction + ic leads to ma=imum profitability in terms of promoting institutional reputation for ma=imum profit$

"! Employee involvement'

2t Islamabad otel, e,ery employee is an associate and ,alued as an asset$ E,ery employee from t e lo+est post to t e ig est post is considered e:ually important$ Human Resource Islamabad 4otelDs greatest asset is its employees$ E tas am"ul" 4a:, t e 5M of Islamabad 4otel, along +it is team sets a good e=ample of successful team+or1$ % e organi6ational structure is ,ery efficient$ % ere are different departments li1e 0ood A 9e,erage, 4ouse 1eeping, 0ront office, reception, )ersonnelJ4R, 0inanceJsales, Mar1eting, Information %ec nology, 5uest relationsJCustomer ser,ices and Engineering$ % ere is effecti,e inter"organi6ational communication + ic en ances its capabilities to pro,ide good results to its customers$ Islamabad 4otelDs recruitment process is ,igorous$ It ires t e +orld class professionals and moti,ates t em t roug out to de,elop t eir full potentials$ % ere is a collaborati,e and mutually supporti,e +or1 en,ironment t at encourages people to gro+$ % e employees are empo+ered + ic let t em participate in decision ma1ing process$ % ere is a re+ard system present in t e company + ic is a great moti,ator to t e employees$ Employees Motivation % ere is an old saying you can ta1e a orse to t e +ater but you cannot force it to drin1H it +ill drin1 if it is t irsty E so +it people$ % ey +ill do + at t ey +ant to do or ot er+ise moti,ated to do$ It
11

is to e=cel on t e +or1s op floor or in t e Ki,ory to+erD t ey must be moti,ated or dri,en to it$ % e traditional @ictorian style of strict discipline and t e punis ment as not only failed to deli,er t e ser,ice, but it as left a mood of discontent among t e associates$ )unis ment appears to a,e produced negati,e rat er positi,e results and ad increased ostility among t e mangers$ In contrast to t is approac Islamabad 4otel follo+s t e approac in,ol,ing appro,al, praise and recognition of + ic results in impro,ement in t e +or1 atmosp ere and gi,es employees enormous satisfaction$ 2t Islamabad 4otel t e ManagerDs main tas1 is to moti,ate t e employees, bot indi,idually and collecti,ely so t at t ey can deli,er t e ser,ice also deri,e satisfaction from it$ % e main tools a manger at Islamabad 4otel uses for moti,ating is employees: 2ppro,al, praise and recognition %rust, Respect and 3oyalty Cleanliness Cob enric ment 0inancial incenti,es 5ood communication

Islamabad 4otel ta1es care of its employees in a +ay t at eac employee considers imself ,alued$ Islamabad otel offers its employees sum fringe benefits li1e: Employee 'ld age benefits Medical 0acilities Recreational allo+ances 9onus *t+o times in a Gear-

12

 &uality 0ood *%ea, Dinner, 3unc E=ecuti,e Dinning 4all %ransportation facilities

Employees Training %raining and s1ill de,elopment programs en ance t e personal and professional s1ills of employees$ Islamabad 4otel offers special on /ob training programs for its employees: C ef training Inter departmental training Computer training 4otel management courses S1ill de,elopment Employees Empowerment 0or continuous impro,ement to +or1, management must empo+er employees so t ey are +illing to inno,ate and act in an atmosp ere of trust and respect$ %o empo+er our employees at Islamabad 4otel +e ensure t eir timely trainings, freedom to act and effecti,e communication for an empo+ered en,ironment$ Teamwork and Participation %eam+or1 and participation are t e foundation of employee in,ol,ement and encourage employee to c allenge ineffecti,e polices and use t eir creati,e energies to impro,e :uality and producti,ity$ % e foundation of employee in,ol,ement represent core principles of %&M are natural e=tension of effecti,e uman resource practices$

1#

% e concept of teams and team+or1 as ta1en on a ne+ meaning in Islamabad 4otelDs en,ironment$ % e teams formed a,e a specific ob/ecti,e for + ic t ey are structured$ Members of t e teams participate in t e team acti,ities and t ey directly report to t e ead of department$

c! Supplier 2artnership'
%&M considers as a + ole and suppliers are being part of t e organi6ation$ % us a ne+ trend as been establis ed of +or1ing in partners ip +it t e suppliers$ Islamabad otel ensures long term relations ips +it its ,alued suppliers$ Sourcing Sourcing refers to a number of procurement practices, aimed at finding, e,aluating and engaging suppliers of goods and ser,ices$ .e perform multiple sourcing$ 'ur mutual understanding, strong and ealt y relations ip +it our supplier is our strengt $ .e perform sourcing on t e basis of t e follo+ing factors: &uality &uantity 'n time deli,ery Specifications )rice %o furt er de,elop our relations ip +it our suppliers, +e create incenti,es for t em$ .e offer t em free passes for any carni,als eld in Islamabad 4otel$

d! ontinuous process improvement'

'ne ,ery important step in implementing %&M is to reduce or eliminate t e time and resources spend on acti,ities t at do not add ,alue to t e product or ser,ice$ @alue can be defined as t e any
1;

t ing t at customers considers important and +ort paying for$ % us a relati,e ne+ concept or reengineering as emerged, t is in,ol,es a careful study of t e entire process and elimination of no ,alue adding acti,ities$ Daily meetings Early !ird !rie"ing# 2t Islamabad 4otel, +e belie,e in continuous process impro,ement and to ensure t is +e a,e a uni:ue system of early bird briefing$ In t is meeting, eld on daily basis in + ic eads of eac department participate and discuss t e problem faced and plan for t e day$ 2t t e end 5M Islamabad 4otel proposed t e solution +it t e consensus of all 4ead of Departments$ In t is +ay non ,alue adding acti,ities are eliminated$ 2s t ese acti,ities are eliminated, t is not only reduces t e cost associated +it t e inspection but also reduces t e need for spending additional resources for fi=ing defects$

e! 2roduct (ia"ility'
% e company is liable if t ey produce product of bad :uality t at result in damage and in/uries$ In case of bad :uality, +e eartedly apologi6e to our customers and donDt c arge anyt ing on t e defected product$

f! Quality Assurance and ontrol'

Islamabad 4otel does not a,e any :uality assurance department but t e ead of eac department is responsible for :uality assurance and control$ % e ead of department timely gi,e feedbac1s to 5M of otel$ In ser,ices, :uality c ec1 is customerDs feedbac1$ % e 5M of otel randomly and regularly ,isits e,ery department for :uality c ec1 and control$

g! Quality Management System and 3enchmarking'

1!

.e t oroug ly follo+ t e standards of international otel association and do not re:uire any certification$ 'ur performance is yearly e,aluated by go,ernment officials$ % ey cross c ec1 our performance to disco,er + et er +e are meeting our re:uirements or not$ .e do not need to benc mar1, as +e only need to follo+ t e standards of otel association and go,ernment policies$

h! ritical Success )actor 4 S)!'

Critical success factors are t e factors t at contribute to ma1e strong position of t e business, t at ma1e it successful and matters t e most in its continued success$ In ot er +ords t ese are t e fe+ 1ey areas + ere t e t ings must go rig t for t e business to flouris and ac ie,e its ob/ecti,es$ It is important to set ob/ecti,es before embar1ing upon critical success factor analysis$ % e main ob/ecti,e of Islamabad 4otel is to obtain ma=imum profit and ma=imum occupation by t e customers in t e 4otel$ Customer satisfaction is t e main source of ac ie,ing t e ob/ecti,es and to allure t e customer to become t e member +it t e Islamabad 4otel and gi,e t em repeating ,isits$ In order to satisfy customers, Islamabad 4otel performs number of acti,ities$ % e t ree most important considerations for a business and leisure tra,eler or a regular customer to a otel are t e location of t e otel, safety and security and ratesJprice$ Islamabad 4otel satisfies t ese t ree conditions to t e utmost and ence t ese t ree factors become one of t e most critical success factors of t is industry$

5$ 6epartmental Analysis
6epartments at %slama"ad &otel'

1>

0ront 'ffice 2t your ser,ice department 0ood and be,erages department 4ouse Beeping department Security Engineering Department

)ront +ffice'
0ront 'ffice is said to be t e Lbac1bone of t e otelM$ It includes reception, reser,ation, tra,el des1, recreation center etc$ Hospitality at its best$ 'ur 0ront Des1 is at your ser,ice 2; ours a day$ 2 team of ? c arming and most elpful employeeDs daily care about offering you an e=ceptional standard of customer care$ 0ront office team as direct interaction +it t e customers$ % ey are really doing e,eryt ing possible to ensure you an e=tremely pleasant, +elcoming, polite and friendly 1st class ser,ice$ 0ront Des1 as se,eral responsibilities, suc as: Meet and greet ser,ice C ec1"in Ser,ice 3uggage 2ssistance if you need any Concierge Ser,ice *city information, reser,ations for concerts J restaurants J ta=i ser,ice J tra,el arrangements J $$$ Currency E=c ange Ser,ice Stamps 0a= Ser,ice ) otocopy Ser,ice Medical 2ssistance *if you need a doctor or a dentist in case of emergency C ec1"out Ser,ice Concierge ser,ices
18

 9eauty saloon Car par1ing facilities 3aundry and dry cleaning ser,ices % e 1ey factors for t e success of t is department are: 1$ Easy to approac ser,ice 2$ &uic1 ser,ice #$ Easy management information system ;$ 9e a,ior and attitude of t e staff !$ &uality of ser,ice

At your service'
% is department deals +it t e customer complaints and :ueries$ Islamabad 4otel e=presses se,eral e,eryday ,alues, e=perienced and s ared by our entire employeeDs rig t across our otel: &ospitality at its "est7 @ery +elcoming, al+ays smiling, c arming and most elpful ourteously at all times7 E=tremely pleasant, polite and friendly atmosp ere Exceptional standard of customer care7 E=cellent, prompt, ,ery efficient, outstanding, 1st class ser,ice 2rofessionalism at all levels Competent and +ell trained %mpecca"le cleanliness Spotless omforta"le for our guests7 2ttenti,e, +illing, doing e,eryt ing possible to ensure guests are comfortable % e 1ey success factors for t is department are: 1$ %imeliness 2$ 2ttitude #$ Empat y
1?

;$ !$ >$ 8$

'+ners ip 2cti,e listening E=pertise Dependability

)ood 8 3everages'
0ood and be,erages department elps t e guests in ma1ing t e c oice of food + ic t ey +ant to a,e$ It is also responsible for t e procurement and sale of t e food and be,erages$ 0ood and 9e,erages department is generally t e second"largest department in t e property, be ind rooms$ % e 1eys responsibilities are to impro,e producti,ity, food :uality, and ser,ice and merc andising to increase ,olume all food and be,erages operations, pro,ide a +arm and friendly +elcome to all guests, a,e a complete understanding of and ad ere to t e otelDs policies relating to ygiene, ealt and safety, to attend all training sessionsJ programs t at are re:uested by t e 4otelDs Management &uality is t e ,ery first step to be ta1en into t e account before t e food is ser,ed to t e guest$ &uality control measures are ta1en on daily basis by t e c efs$ Islamabad 4otel measures its :uality on daily basis$ &uality is c ec1ed by :uality controller and c efs$ Daily a department ead of any department is randomly assigned t e tas1 of c ec1ing food taste and :uality at t e restaurant and is comments are recorded in t e log boo1$ 5eneral Manager of t e otel can ,isit t e restaurant at any time and inspect t e foodDs :uality and taste$ % e 1ey factors for t e success of t is department are t e better and standard ser,ice + ic must be :uic1 and easy to approac $ Secondly t e be a,ior of t e staff and t e cleanliness of t e staff as +ell t e place + ere t e food is preser,ed and coo1ed s ould must be clean and approac able to t e customers$

17

2ll t e c efs t at are ta1en for t e /ob are already trained but if a ne+ c ef comes, e +or1s under t e guidance of any e=perienced c ef and gain e=perience$

&ouse 9eeping'
4ouse Beeping department plays an important role in t e o,erall outloo1 and image of t e otel$ % is department +or1s on t e maintenance of t e rooms, t e lobby, t e gardens, t e pool sides and t e bac1 of t e ouse$ Many otels +orld+ide tend to forget t e basic principles of a good otel: namely NfriendlinessN and NcleanlinessN$ 9ac1 to t e basisO 2t Islamabad 4otel +e are proud to confirm t at t ose 1ey issues are top priority all along t e otel$ Most probably t atIs + y +e recei,e so many positi,e comments from our customers, about our staff and more specifically our ouse1eeping department$ 4ouse1eeping department is responsible for o,erall outloo1 of t e otel$ % is particular department t ri,es on t e e=istence of a +ell t oug t t roug set of policies and procedures t at are rigorously follo+ed, and +it ongoing in"ser,ice training t at reinforces t ese practices and procedures o,er and o,er again % e 1ey success factors for t is department are: 1$ Rigidity of assignments 2$ Rigidity of sc eduling #$ Rigidity of super,ision So regarding t is 4ouse1eeping Manager as a crucial position +it in t e otel$ Cleanliness is for sure one of t e 1ey factors of a successful, +ell"managed otel$ 'ur 4ouse1eeping Manager as a uge responsibility super,ising our largest in" ouse department$ Continuously c ec1ing e,ery minor detail is one of t e daily c allengesO
20

'ur team is daily caring about t e cleaning of all rooms and public areas$ % is department +or1s at t e bac1 end and t ey a,e no direct interaction +it t e customers$

Security'
Security department is as muc important as t e soul in t e body$ Security means to pro,ide suc an en,ironment to t e customers in + ic t ey feel secured$ Safety and Security is t e biggest concerns of t e people tra,eling from one place to anot er due to t e increasing 4otel crimes$ Islamabad 4otel use electronic loc1s, eac room open +it an encoded 1ey card, + ic increases t e le,el of security$ Eac room features data )ort, Electronic in"room Safe, Safety 2larm, Radio and %ele,ision +it Satellite C annels, Direct Dial %elep one and t e Security"conscious can rest assured t at all our rooms are e:uipped +it smo1e detectors and sprin1lers$ % e use of t is system being rare in ot er otels of )a1istan ma1es it a critical success factor of Islamabad 4otel as t e customers re:uiring ig le,el of security +ill prefer to stay ere + ic +ill contribute to ac ie,ing t e ob/ecti,e$ 0or security, Islamabad 4otel as imported ne+ e:uipment t at c ec1s t e incoming person and its luggage t at +eat er is it secure or not$ 2lso t ey a,e ired as many as undreds of security guards for t e security purposes$ % ey also put an eye on t e employees +or1ing in t e otel, li1e t e management, t e labor or t e ot er staffO Security di,ision personnel are retired police or army officers$ %o pro,ide security to t e guests, and t eir belongings, and to t e otel itself are t e main functions of t is department$ C ief Security 'fficer is entrusted +it t e management, super,ision and
21

co"ordination of t e entire staff +or1ing in t is, particular department$ % ey a,e a distinct uniform$ % ey +or1 in s ifts and loo1 after assigned areas of t e otel premises %unctions o" t&e Security Department a- )atrols t e property b- Monitors super,ision e:uipment c- Ensures safety and security of guests, ,isitors, and employees

Engineering'
% is department plays a ,ery important role in o,erall +or1ing of any organi6ation$ It ta1es care of all mec anical and tec nical problems +it in t e property$ Engineering department +or1s at bac1 end and personnelDs of t is department donDt a,e any interaction directly +it t e customers$ % e C ief Engineer +ill acti,ely support t e 5eneral Manager manage t e o,erall success of t e, meeting or e=ceeding planned ob/ecti,es for re,enue and profit, and ensuring guest satisfaction and product :uality standards are met$ %o maintain t e entire otel facilities, including p ysical building structure, all mec anical, electrical, 4@2C systems and related e:uipment in accordance +it energy conser,ation and pre,entati,e maintenance programs$ Ensure t e up1eep of guest areas to maintain an attracti,e otel$ Manage all re abilitation, e=pansion and special pro/ects$ Re:uired to manage all areas of t e otels in accordance +it in brand and company standards to ac ie,e a friendly atmosp ere of superior guest ser,ice and product :uality$ )ro,ide e=emplary performance for staff to follo+$ Responsible for t e safety of our guest, employee and building$ 0rom departmental analysis +e conclude t at processes in t ese department are ,ery efficient because of t is +e ensure ultimate customer satisfaction, reduce :uality cost and minimal product

22

liability$ .e a,e most e=perience employees a,ailable at suitable /obs, + ic a,e pro,en t eir loyalty +it Islamabad 4otel$ % ey may apply ig end security systems to ensure safety and security of employees and customers in t e current scenario$ % ey need to implement a fle=ible organi6ational ierarc y$

;$ ompetitor Analysis
% e basis of industrial competiti,e analysis model is t at an enterprise e=ists +it in an industry and to succeed, it must effecti,ely deal +it t e competiti,e forces t at e=ist +it in t e particular industry$ 9ased on t e fi,e"forces model, +e are going to /udge t e Islamabad 4otel$ *See 0igure"1-$

)igure<# T&reats o" 'ew Entrants( (e+ otels t at are fi,e star and go for t e same customer categories as t e Islamabad 4otel$
2#

2ccess to ra+ material or resources, ot er+ise readily a,ailable being rerouted to ot er otels$ T&reat o" Products or Services( (e+ restaurants popping up all o,er Islamabad a,e put a strain on t e cafes and restaurants +it in t e otel$ Ri,al otels +it in t e ,icinity a,e offered t e same customer ser,ices as Islamabad 4otel$ % e ability to differentiate bet+een products and ser,ices being offered by Islamabad 4otel and ot er otels as become smudged$ !uyer)s Power customer#( )eople any+ ere in t e +orld lo,e t e ability to bargain and as suc put t e pro,ider in a toug position$ % e bargaining po+er of a customer coming to Islamabad 4otel is intensified because t e Marriot and Serena are in its ,icinity, at moments li1e t is + en t e customer t reatens to +al1"outH t e person at t e counter as t e aut ority to offer certain deals in order to 1eep t at customer$ % e abo,e statements ,erify t e fact t at t e customer is price sensiti,e and as many alternati,e sources of supply$ Supplier)s Power( % e number of supplierIs +it t e rig t products as decreased o,er t e years and suc as allo+ed t e party concerned to increase prices +it out fear of denial from t e otels$ % e go,ernment as also increased t e ta= :uota on t e business to 12$! P, t ereby, allo+ing t e suppliers a ,alid e=cuse for Nprice /ac1$N Since ot er suppliersJ resources are not readily a,ailable, t e otels a,e an increased o,er ead cost$

=$ Recommendations

2;

% eir processes are ,ery effecti,e and efficient$ % eir customers are totally satisfied$ % oug t ey are nearly co,ering all t e aspects of total :uality management but +e +ill strongly recommend t at t ey s ould establis a :uality policy council and may a,e fle=ible organi6ational ierarc y so t at employees can interact +it ig er aut orities +it out any esitation$ % ey may apply ig end security systems to ensure safety and security of employees and customers in t e current scenario$

#>$ onclusion
In conclusion +e +ould li1e to say t at Islamabad 4otel is a place + ere one can en/oy t eir time in a ,ery soot ing and rela=ing mood$ % e otel is a perfect place for all 1ind of acti,ities$ Gou can a,e business meetings, lunc es, dinners, conferences, parties, functions and seminars$ Islamabad 4otel as a good name, reputation and trust$ % ere is an arrangement of eac and e,eryt ing you can imagine, + ic ma1es it a role model$ % e management and employees are ,ery courteous and customer" oriented$ % ey ser,e you at t eir best le,el and certainly you +ill feel t e difference$ In t is report +e ga,e t e o,er,ie+ of Islamabad 4otel, and learnt about t eir management style, culture, t eir strengt s, +ea1nesses, opportunities and t reats, +e also analy6ed t eir critical success factors, and competiti,e analysis$ 2nalysis of Critical Success factor *CS0- elped us to learn about t e factors + ic are essential for success for a otel$ CS0 elps define business strategies$ It is basically t ose t ings + ic must go rig t if t e ob/ecti,es are to be ac ie,ed$ .e analy6ed t e competiti,e forces in an industry to elp define an appropriate o,erall business strategy$ It basically elps to
2!

determine + ic of t e forces pose a ma/or t reat to t e future success of t e business and in + at +ayQ

References
*ebsites( +++$radisson$com +++$pa1urban$com +++$islamabad otel$com +++$ olidayinn$com !ooks(
ontemporary lodging security
9y Mar1 4$ 9eaudry

Total Quality Management

9y 9esterfield

Enterpreneurship
9y 9ruce R$ 9arringer

Personals( E tas am"ul"4a: 5eneral Manager Mu ammad Fa oor 2bbasi E=ecti,e Secretary

2>