ACKNOWLEDGEMENT Astounding by day, Stunning by night, Compassionate by

ACKNOWLEDGEMENT

The internship chance I had with Quetta Serena Hotel was a great
opportunity for education and professional progress. I consider myself lucky as
I had opportunity to be a part of it. I am also proud of having a chance to
meet experts who helped me through my internship period.

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By writing this report I want to convey my special
thanks to the Mr. Muhammad Shahid, Financial
Controller of Quetta Serena Hotel who
guided me throughout my internship period, despite of being busy he was so much
helpful and nice to me.

I am also thankful to Mr. Muhammad Adeel, Income Auditor, Mr. Muhammad Umar, Accounts Payable Incharge, Mr. Muhammad Bilal, Assistant Manager Credit and Mr. Salman Amin, Manager Accounts for
taking part in valuable decision & giving essential information and
guidance and provided all facilities. I also appreciate his support.

 I am
also thankful to Mj. Muhammad Imran;
Chief Security Officer who helped me to achieve this opportunity of being an
internee in Quetta Serena Hotel, being thankful to my parents for the support
will be the truest source of writing this report.

 

 

 

 

 

EXECUTIVE
SUMMARY

Six to eight weeks of internship is mandatory
for BBA degree in Quaid-i-Azam University Islamabad. For this, I had a
recommendation letter from the placement office due to which I got the chance
to work as an internee in Quetta Serena Hotel. This report has been written for
the experiences achieved from the internship.

Working as an internee in Quetta Serena Hotel
was good experience for me, Quetta Serena Hotel Astounding by day, Stunning by
night, Compassionate by day and visionary by night has practical environment
where you can achieve experience, managers and employees are helpful and nice
by which you can have any type of information regarding to finance/accounts.

I was selected as an internee in Accounts
office where all the financial activities of Quetta Serena Hotel was carried
out, there were different departments which controlled all the financial
activities. There was Income Auditor, Payable Incharge, Credit Officer and
Manager Accounts who were responsible for these activities, I have worked with
them and I feel lucky for I got the chance to work there.

In this report I have stated all my
observations and happenings. Mostly it was an interesting experience and I have
gained a lot from this internship and will be using this knowledge in my
career.

 

 

LIST OF ABBRIVIATIONS

·      
FC (Financial Controller)

·      
AFC (Assistant Financial Controller)

·      
GM (General Manager)

·      
CM (Credit Manager)

·      
AMC (Assistant Manager Credit)

·      
 MA (Manager Accounts)

·      
CO (Credit Officer)

·      
API (Accounts Payable In charge)

·      
IT (Information Technology)

·      
IA (Income Auditor)

·      
HRM (Human Resource Management)

·      
CSO (Chief Security Officer)

·      
HKE (House Keeping Executive)

·      
FO (Front Office)

·      
F & B (Food and Beverages)

·      
GC (General Cashier)

·      
NA (Night Auditor)

·      
BTC (Bill to company)

 

TABLE OF CONTENT

1.     
INTRODUCTION OF ORGANIZATION                                                            7

2.     
MISSION AND VISION STATEMENT                                                              8

3.     
THE SERENA GROUP AND CSR                                                                       8

4.     
HISTORY OF ORGANIZATION                                                                         9

5.     
COMPETITORS                                                                                   
                11

6.     
INTERNSIP REPORT                                                                                    
      12

7.     
SWOT ANALYSIS                                                                                               15

8.     
CONCLUSIONS AND RECOMMANDATIONS                                              17

9.     
ANNEXURE                                                                                                         18

10.  REFERENCES                                                                                                      19

 

 

 

 

 

 

 

 

 

Chapter
No.1

INTRODUCTION OF ORGANIZATION

The Serena Hotel in
Quetta Pakistan is ideally located in the city center and spread over six
acres. Our prominent location on Shahrah-e-Zarghoon in the Cantonment area is
conveniently accessible from all parts of the country and is linked by air,
rail, and road network.
Quetta Serena Hotel has a character of its own, incorporating many stunning
architectural and decorative elements of the local Baloch people – famed for
their chivalry and martial prowess. Traditional arts and crafts, decorative
patterns and other graphic designs found throughout the plush interior of the
hotel are an affirmation of pride in the local culture and aesthetic
traditions.

With stunning mountain
views on all sides, our luxury hotel in Quetta is set amid flower-filled
courtyards with fountains and water channels around the fruit orchards. It
provides guests with first-class amenities and a world of luxury where the
service is warm and gracious. From the welcoming doormen and the friendly
reception, to room service and everything in between, Quetta Serena Hotel
promises to make each guest’s stay a memorable one.

 

 

 

 

CHAPTER
NO.2

MISSION AND VISION

“Our Mission is to
create outstanding facilities faithfully reflecting ethnic designs that offer
the highest standards of product and service and to provide Management and
staff with an environment that enables them to deliver operating standards
beyond the level of our guests’ expectations, resulting in satisfactory returns
to our stakeholders.”

THE SERENA GROUP AND CORPORATE
SOCIAL RESPONSIBILITY

We are committed to the
development of those projects that accord optimum regard to environmental
concerns in terms of; design, planning, construction and operation.

We will be sensitive
towards monitoring the interests of the local population; particularly with
regard to the safeguarding of their traditions, culture and future development.

We will practice a
responsible attitude towards energy conservation in terms of the reduction and
recycling of waste; the control of sewage disposal, air-emissions and
pollutants; the reduction in use of such unfriendly products as CFSs,
pesticides and other toxic substances; and the reduction of noise and visual
pollution.

We will be sensitive to
the conservation of environmentally protected or threatened areas, species and
scenic aesthetics. We shall also aim to achieve the enhancement of the
landscape, wherever possible, by means of indigenous plant material
reinforcement.

Operational
Countries: Pakistan, Afghanistan, Kenya, Rwanda,
Tajikistan, Uganda, Mozambique.

CHAPTER
NO.3

HISTORY OF ORGANIZATION

Serena Hotels is a
hospitality company which operates up-scale hotels and resorts
in East Africa, Southern Africa and South Asia. The Serena Hotels Group trades
under the name Tourism Promotion Services (TPS Serena). The company is
listed on the Nairobi Stock Exchange (NSE), where it trades under the symbol
TPS.

Among hotels in
Pakistan, Quetta Serena Hotel is considered one of the premier showcases of authentic
Balochi art and design.

Quetta, derived from
Kuatta, means fort in the Pashto language. The city is a natural fort,
surrounded by imposing hills on all sides. The hills are called Chiltan,
Takatu, and Mehrdar (so called because of its beauty, but now known as Murdar),
and Zarghoon.

Quetta lies at the
altitude of 1,675 meters. It is a small city of about 1 Million people. It is
one of the few planned cities of Pakistan. The pleasantly tree-lined streets of
Quetta are all rebuilt after the earthquake of 1935. The food and goods on sale
in the bazaars give it a certain Central Asian feel and a reason to see it.
Afghan refugees have brought with them fresh crafts like the distinctive Hazara
rugs, to add to such traditional items as Baloch mirror work, wooden crafts
from Sind & Punjab and many other merchandise from Iran & Afghanistan.

 

 

OFFERINGS

·        
ACCOMODATION

Executive Suite

Offering
an expansive 300 square feet of living space, Executive Suites feature plush
King pillow
top beds and garden views. Ideal for business stays, this
accommodation is equipped with a sitting area for meetings, working or for
relaxing.

·        
DINING

Xueline Restaurant

With a wonderfully opulent dining area and an outdoor
terrace overlooking the gardens, Xuelian Restaurant is known for serving the
best Chinese and Thai food in Quetta.

·        
FACILITIES

Complimentary Airport
Shuttle

Outdoor Swimming
Pool 

Maisha Health Club

Surrounded by fruit
orchards

A choice of three
multi-cuisine restaurants

Executive Lounge with
butler service

 

 

 

CHAPTER NO.5

COMPETITORS

·        
PC
(Pearl Continental)

·        
Marriott

·        
Ramada

·        
Hotel
One

·        
Avari

·        
Grand
Ambassador Hotel Islamabad

 

 

 

 

 

 

 

 

 

 

 

CHAPTER NO.6

INTERNSHIP
REPORT

Quetta Serena Hotel’s revenue is based on several departments i.e. (Food
& Beverages department, Hi-tea, Xueline, BBQ, Banquets and room services).
The major part of revenue is generated through Foods and Beverages and room
services. The Accounts department in Quetta Serena Hotel is also known as the
backbone of it and Income Auditor/Revenue Auditor had the lions share in that
working

I have worked in Quetta Serena Hotel for 6 weeks (2nd Aug to
13th sept) where I learned different techniques of calculations and
management. I was working as Assistant Income Auditor where I was educated how
to check bills and receipts

Accounts are checked day to day for the sake of calculation of revenue
from different departments, there was Night Auditor (NA) too for the early
bird, which means that he/she first audits all the bills and then it was
transferred to Accounts department to Income Auditor who further audits and
finalizes the total with the system record

There was different bills which had to be audit i.e. (laundry, mini bar,
housekeeping), I had to check whether the bills are posted accordingly, I also
had to check the total amount so that there might not be any ambiguity or
difference

I also learned how to audit Incentive Vouchers for selling of the room,
where I came to know that Executive rooms had higher rates and standards and
all those workers/receptionists who sold these rooms gets incentives

This was also finalized by Income Auditor. These things were carried out
on Excel where I learned how to record these bills and their total amounts on
Microsoft Excel

Income Auditor also had to check and analyze general cashier reports
that whether the amounts have been written correctly and if there is any
ambiguity in the report, there I have learned how to audit general cashier
report, I had to check whether the real amount in the envelope is equal to that
of written in the report

Quetta Serena Hotel also deals in Credit with different companies and
organizations, Credit Officer verifies whether the organization is eligible to
deal in credit with or not. Firms or organizations like PIA, NDI, UNHCR and
different banks are dealing in credit with Quetta Serena Hotel

The employees of all these organization/firms are entertained with room
services and many other perks under the regulations of hotel and the bill is
called BTC (Bill to Company), which means that the bill of that client will be
paid by their respective company/organization, there is a proper documentation
for such regulations, Credit officer have to check the bills.

I audited some BTC receipts; I had to check whether there is any
ambiguity like wrong digits or wrong name of the particular organization, I
also learned posting the data of health club membership on Microsoft Excel
where I had to check if there is any problem in names, date or CNIC, I audited
serial numbers and application for annual membership for health club in which I
had to check the dates of new memberships and also the renewal dates

In Payable department of Quetta Serena Hotel, they deals with all the
payables of the hotel, in payable section, I audited wages of the workers in
which I had to check the NO. of days workers worked,

I also had to figure out all those workers who had done over time and to
write the amounts accordingly

I also got to know the softwares used for the calculations and auditing
of all the financial activities of Quetta Serena Hotel i.e. FMC (Food Material
Control), Micros Cash and Sun Client, I also learned auditing different
invoices in credit department.

 

 

 

 

 

 

 

 

 

 

 

CHAPTER NO.7

SWOT
ANALYSIS

STRENGTHS:

·        
Efficient
management

·        
Location

·        
Learning
environment

·        
Contended
employees, Hygienic factor

·        
Physical,
financial, technological, human resources

·        
Technological
sophistication

WEAKNESSES

·        
Lake of
leadership i.e. direction, decision making and effectiveness

·        
Use of conventional
marketing strategies and techniques

·        
Lake of
effective utilization of resources

·        
Rigid
office schedule

·        
Negligence
in innovation

OPPORTUNITIES

·        
Quetta
Serena Hotel can start home delivery to capture middle class

·        
Quetta
Serena Hotel has an opportunity to use contemporary marketing techniques media
awareness campaigns for the advertisements

·        
They
must bring changes to different departments, they can use different management
techniques for the motivation of the employees

·        
They
also have an opportunity to utilize their resources efficiently for more profit

·        
Quetta
Serena Hotel also have the opportunity to sponsor different TV celebs and
endorse sports stars in Quetta and Pakistan for brand equity and advertisements

THREATS

·        
Terrorism
law and order

·        
High
Prices

·        
Lack of
coordination among workers

·        
Lack of
advertisement strategies

·        
Distinction
of cultures in Quetta

·        
High
employee turnover

·        
Low
salaries

 

 

 

 

 

 

 

 

CHAPTER NO.8

CONCLUSION
AND RECOMMANDATIONS

As an internee I enjoyed a lot working with experts and I feel lucky
that I got chance to have an experience in Quetta Serena Hotel, I learned a lot
from Accounts department i.e. Auditing, working on Microsoft Excel, using
different softwares for auditing and calculating financial activities, a part
of these technical learnings, I had an experience of being with those people
who were masters in their field, they had skills which they tried to transfer
or convey to me as they were helpful. I haven’t seen any ethical dilemma in
their working environment, people were friendly and loyal to their work

Apart of the friendly practical and technical
environment, I have a recommendation that there must not be rigid working hours
as I have seen in Quetta Serena Hotel that employees worked 9 to even 10 hours
shift a day, Quetta Serena Hotel must be able to hire good managers to control
the financial activities in Accounts department as I have seen that they were
lacking managers and employees in Accounts office due to which workload on
other managers/employees was increased. This increase can cause dissatisfaction
which will result in high turnover rate of employees which in my terms is the
biggest threat for any organization; therefore I indicated the leadership should make strategy
to nurture the retention culture and to retain valuable employees.

 

 

 

ANNEXURE

DEPARTMENTS

·        
Human Resource Management Department

·        
Sales and marketing Department

·        
Accounts/Finance Department

·        
F & B Department

·        
Production Department

·        
Security Department

·        
Front Office Department

·        
IT Department

·        
House Keeping Department

·        
Engineering Department

·        
Prestige club

·        
Maisha Spa

LINE OF AUTHORITY

 

·        
 

                                                                                                    

 

 

 

 

CHAPTER
NO.10

REFERENCES

http://www.serenahotels.com/serenaquetta/en/default.html

http://www.serenahotels.com/serenaislamabad/en/default.html

https://en.wikipedia.org/wiki/Serena_Hotels