Submitted by Hafiza Nayab Gul Cheema

Hina Zahoor

Mehak Kiani

Maryam Javed

Rutaba Butt

SERENA HOTEL ISLAMABAD

INTRODUCTION:• The Serena Group comprises a collection of 32 luxury resorts, safari

lodges and hotels, which are located in East Africa (Kenya, Tanzania, Rwanda, Uganda and Mozambique) and Southern Asia (Pakistan, Afghanistan and Tajikistan).

• The Serena Hotels Group is one of 96 companies that make up the Aga Khan Fund for Economic Development (AKFED), the for-profit arm of the Aga Khan Development Network (AKDN). The Group trades under the name Tourism Promotion Services (TPS Serena).

SERENA MISSION AND VISION• Create buildings of outstanding ethnic design

• to offer the highest standards of service and product

• to provide our management and staff with an environment that enables us all to deliver a level of operating standards, which will both exceed the level of our guests' expectations and result in satisfactory returns to our stakeholders.

• The development of those projects that accord optimum regard to environmental concerns in terms of; design, planning, construction and operation.

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

CONT’D• We practise 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.

• Serena is 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.

• We always endeavour to conserve rather than exploit nature.

SERENA HOTELS- REALIZING TOURISM POTENTIAL IN AN ENVIRONMENTALLY

SENSITIVE MANNER.• The Serena selection of resorts, safari lodges and hotels spans some of the

most evocative, exotic and enchanting destinations in the world. The Serena Group comprises a collection of 32 luxury resorts, safari lodges and hotels, which are located in East Africa (Kenya, Tanzania, Rwanda, Uganda and Mozambique) and Southern Asia (Pakistan, Afghanistan and Tajikistan).

• The Serena service profile guarantees unprecedented luxury, extensive amenities and unrivalled warmth of personal attention.

SERENA SERVICES

• SERENA CARE

• SERENA QUALITY

• TREASURING OUR HERITAGE

THE SERENA GROUP AND CORPORATE SOCIAL RESPONSIBILITY

• OUR CORPORATE ENVIRONMENTAL MISSION STATEMENT

• The Serena Group believes that corporate social responsibility (CSR) should not just be about philanthropy and compliance but that it should also offer a more holistic corporate approach towards economic, social, and environmental impacts as a whole. The group also places strong emphasis on measuring its success, not only in terms of financial gain, but also in terms of the degree to which it has contributed towards local economic development, environmental conservation and social justice.

CONT’D• SUSTAINING THE ENVIRONMENT

• SUPPORTING THE NATIONAL ECONOMY

• PROMOTING GOOD GOVERNANCE

• WORKING WITH THE LOCAL COMMUNITY

• SUPPORTING THE LOCAL ECONOMY

• SUPPORTING THE LOCAL SOCIETY

• Youth support

• Charitable donations in cash and in-kind

SERENA HOTEL ISLAMABAD• The Islamabad Serena Hotel is located at the foot of the Margalla hills;

occupying six acres of lush gardens with serene water features nearby Rawal Lake and next t the Diplomatic Enclave. The architecture and interiors of this exceptional hotel reflect the expression and cultural heritage of Pakistan, skills of local craftsmen evident throughout. Developed to the highest standards, the hotel beautifully combines tradition with state of the art technology. Guest room decor, inspired by two rich historical regions of Pakistan, feature all the modern conveniences demanded by discerning travellers. Personalised Service, attention to detail, creating a truly memorable guest experiences, place the Islamabad Serena Hotel in a class by itself.

THE RICHNESS OF PAST ERAS IS THE HALLMARK OF THIS HOTEL

• The Islamabad Serena Hotel stands at the foot of the Margalla Hills, on fourteen acres of land, with beautiful gardens and serene water shore of the Rawal Lake in close proximity, next to the Diplomatic Enclave. The architecture and interiors of this fabulous Hotel building is a mere reflection of typical Pakistani cultural heritage depicting the skills and craftsmanship of native artisans. In this state-of-the-art building, local traditions are elegantly combined with latest technologies in order to provide a comfortable stay to our prestigious guests.

• The true spirit of the Hotel is reflected in the aesthetics of the public areas, corridors, rooms, and restaurants, highlighting trademarks of Islamic architecture. The Hotel’s remarkable architecture is a blend of rich, elaborated, and vivid designs where the artisans have really shown their magical skills especially on the ceilings, floors, and walls.

HOTEL FACILITIES

• Zamana Restaurant offering continental buffet for lunch and dinner

• Dawat Restaurant; a fine dining restaurant serving Pakistani cuisine with live music

• Al-Maghreb Restaurant specializing in Moroccan and Lebanese cuisine

• Rakaposhi Café and Patisserie with indoor & outdoor seating

• Bazaar Court; serving a range hors d'œuvres and specialty grilled items

• Lobby Lounge, open 24 hours a day, offering tea, coffee, soft drinks, and light snacks

• Nazara Lounge; a unique and special restaurant, located on rooftop level

• Baradari, a seasonal outdoor BBQ restaurant serving traditional Pakistani BBQ

• Wild Rice; a spectacular oriental cuisine restaurant

• Maisha Spa & Health Club

• Shopping Arcade

• Conference / events center

• 24-hour business centre

• High definition TV with international channels

• Currency exchange

• Room service, valet & laundry

CONFERENCES, MEETINGS AND EVENTS• The Serena group has unrivalled experience in organizing a unique range of

corporate and social events, all of which are supported by state-of-the-art facilities and orchestrated by highly-trained personnel, giving our guest the opportunity to enjoy luxury accommodation, world class catering, and diverse leisure options.

• The Islamabad Serena Hotel has its own dedicated conference and banquet facilities lavished with attributes of Islamic and Moorish excellence. The architectural splendours of these exquisite halls are a visual feast. Elegant materials enhanced by spectacular design and proficient craftsmanship have created an atmosphere of classic beauty within the Hotel.

FUNCTIONAL AREAS OF THE SERENA HOTEL ISLAMABAD

• Human Resource (HR) Department

• HCMS--- Attendance Software, Bio matrix Scanners, Automatic attendance

• Finance Department

• MFF--- Micros Finario Financing (Account related transactions)

• IT department

• Payable Department

• Cost Department

• Purchasing Department

• FMC--- Fitelio Material Control

• Health & Safety Department

• Credit Department

• Accounts of Guests (Credit Cards)

EXISTING INFORMATION SYSTEM OF THE SELECTED FUNCTIONAL AREA & ITS ANALYSIS

• Selected functional area:

The functional area selected by our group is Finance & IT as they are interrelated to one another, here, at Serena Hotel Islamabad.

INFORMATION SYSTEM USED:• Servers:

• Windows server 2003

• opera Application

• opera Database

• opera Interface—transference

• Windows server 8 (Domain Range)

• All the network of the hotel is on the fibre optics.

• IT & FINANCE uses the following software for the transactions, be it the daily basis or weekly based.

INFORMATION SYSTEMS USED:• OPERA V5:

It is used for property management.

• VISION FOR OPERA:

Operating tool----- guest check-in, check-out, history of guests, time of come and go.

• BLUE BIRD:

Rent works of the hotel limousines to the guests for going anywhere in Pakistan for visiting or for going to the airport.

• EPABX:

It is the exchange system that is used all over the hotel. It is used for telephone exchange.

• ZTE:

It is an entity that monitors all the exchange working of the hotel.

GUEST REQUIREMENTS

• Video conference—HDX 8000

• room internet

• Wi-Fi

• Ethernet

• Dedicated—Any fibre link

• IP TV System--- Work on Internet cable, it is nowhere used in Pakistan except Serena Hotels & lodges in Pakistan.

TELEPHONE EXCHANGE:

• Previous Exchange:

• normal manual switches

• Present Exchange:

• V pond---G pon

• Nayatel

• ONT

• Fibre links distributer

• Dedicated internet

• Fibre net switches

CONT’D• BUSINESS CENTER:

Fax, Phone, Internet, Photocopy

Handi Press Software--- Given to Guests and the embassy

• HIGH PROFILE BANDWIDTH:

1 line for 15-20 days for Rs. 20 lac

HOW DATA IS RECOVERED

• Data disaster & recovery is used by IT.

• DAILY BASIS BACKUP

• On DVD

• Taken space on internet

• DB server

• Stand alone backup--- Temporary (Attached with the server)

MANAGEMENT HIERARCHY OF IT & FINANCE DEPARTMENT

GM (Corporate Director Finance)

Finance Controller

Assistant Finance Controller

Acc Manager Purchase Manager Credit Manager Income Auditor Mgr Payable InchargeIT Manager

BOTTLENECKS AND THEIR SOLUTION

• The management of the Serena Hotel are very much contended with their IT system because when there are changes made in the WHS, the top management responds to it in a very effective manner by bringing about the demanded changes to meet the standards of the WHS.

• Also when there is a demand of some upgradation of the softwares by the IT staff, the management also pays heed to it and responds appropriately.

Thank you