3. Chapter 1 - Chapter 4

INDUSTRIAL TRAINING SHANGRI – LA TANJUNG ARU RESORT & SPA

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Accounting and Finance/June-Dec’14

CHAPTER 1: INTRODUCTION OF ORGANIZATION

1.1 Introduction Of Organization

Tanjung Aru Hotel Sdn. Bhd.was incorporated on September 19, 1981, with a paid-up

capital of RM83 million. 60% is owned by Innoprise Corporation Sdn. Bhd., an

investment arm under the Sabah Foundation. The remaining 40% is owned by Orange

Grove Holdings Pte. Ltd., a subsidiary company of Shangri-La Hotel Ltd.,

Singrapore.

The company owns and operates a resort hotel at Tanjung Aru, Kota Kinabalu, Sabah.

Initially, this resort was known as Tanjung Aru Beach Hotel, with 254 guestrooms

and 4 restaurants, and managed by Beaufort International Hotel. The 128th

Rulers’

Conference was the first function held at the resort and it marked the official opening

of this luxury resort on October 09, 1983.

On December 01, 1988, Shangri-La International Hotel Management Ltd., Hong

Kong, took over the management of this resort and renovated its guestrooms the

following year. Upon completion of the renovation, this resort was re-named as

Shangri-La’s Tanjung Aru Resort in November 1989, or its more popularly known

acronym as ―STAR‖.

Due to overwhelming demand for hotel accommodation, the Kinabalu Wing was

constructed and officially opened on 8 May 1994 and today, STAR consist of the 4-

storey Tanjung Wing facing the South China Sea and the sweeping Tanjung Aru

Beach, and the 7-storey Kinabalu Wing with rooms facing the idyllic islands of the

Taman Tunku Abdul Rahman or the Crocker Range, capped by its highest peak the

Mount Kinabalu.

In 2008, STAR officially launched its CHI, the spa at Shangri-La, and the resort was

renamed as Shangri-La’s Tanjung Aru Resort & Spa.


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Shangri-La Tanjung Aru Resort & Spa is a set amidst 25 acres of landscaped gardens,

with 492 beautifully appointed guestrooms which have been designed to reflect the

relaxed, easy-going lifestyle of Sabah. All rooms open onto private balcony and

panoramic views of the gardens, the sea and the outlying islands.

Source: TAH Company Profile (2013)

1.1.1 Organizational Chart of Excom (Executive Committee)

Members.

Andrew David Den Oudsten

General Manager

Paul Loader

Resident Manager

Ngoh Ai Nium

Financial Controller

Param Sivasamy

Dir. of Human Resource

Michele Ma

Dir. of Sales and Marketing

Yusuf Yaran

Executive Chef

Daniel John France

Dir. of Recreation

Michael Wang

Dir. of Food and Beverage

Supratik Guha

Dir. of Rooms

Ewan Yap Kim Yip

Dir. of Engineering


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1.1.2 Shangri-La’s Philosophy, Vision, Mission, and Core

Values

Our Philosophy

Shangri-La Hospitality from a Caring Family

Our Vision

To be the first choice for our guests, colleagues, shareholders and business partners

Our Mission

To delight our guest every time by creating engaging experiences straight from our hearts.

Our Core Service Values

Respect, Humility, Courtesy, Helpfulness and Sincerity

Source: http://www.shangri-la.com

1.2 Facilities

There are various types of facilities that provided by the company for the employees such as:-

a. Lockers Room (Locker and Restroom)

The restroom mostly used by staffs that worked on the overnight shift.

Restrooms for staffs are located near the receiving area. Beds prepared for

staffs to take a nap at the restroom. Staffs also provided with locker to keep

their personal items. Makeup table and mirror are available in locker room to

be use by staffs. They can take shower in the restroom as well.

b. Café (Nabahu)

Nabahu is a canteen for staff. Nabahu operation hours are:-

Particulars Time

Breakfast 06.30 am to 08.00 am

Lunch 11.30 am to 02.30 pm

Dinner 06.30 pm to 07.30 pm

Supper 02.30 am to 03.30 am


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c. Parking space

Parking space is provided for staff at Tanjung Park that only can be access by staff

that has a sticker on their vehicles. For those that didn’t have the sticker they can

park at Kinabalu park where this parking supposed to be for guests and visitors.

d. Gym

The gym located behind the Human Resource Department. The gym operation

hours are 09.00 am to 09.00 pm (Monday to Saturday). Closed on Sunday and

public holidays.

e. Lift

The lift mostly used by housekeeping, laundry, bell boy, and in room dining to

the guest’s room.

f. Laundry Service

Uniform is provided for department like housekeeping, front office,

stewarding, and kitchen .Besides that, laundry also provide uniform for Level

1 (Manager), Level 2 (Asst. Manager), and Level 3 (Service Manager).

1.3 Various Departments

There are various departments in Shangri – La Tanjung Aru Resort and Spa, such as:-

1. Human Resources (HR)

HR develops advice on and implements policies relating to the effective use of

personnel within an organisation. Besides that, their aim is to ensure that the

organisation employs the right balance of staff in terms of skills and

experience, and that training and development opportunities are available to

employer’s business aims.

2. Account and Finance

Account and Finance department are consist of various divisions:-

Credit

General Ledger

Accounts Payable


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Income Audit

Cost Control

Receiving

Inventory

Purchasing

Accounts Receivable

General Cashier

Payroll

Fixed Assets

3. Housekeeping

The priorities of housekeeper in a hotel are to maintain the cleanliness and

appearance of guest rooms and public areas. In the guest rooms, they keep the

rooms stocked with clean cups, coffee supplies, towels and other bathroom

items, such as shampoo and soap and change sheets and make beds. In public

areas, they sweep, mop, dust, vacuum and clean bathrooms and windows.

They often remove trash and deposit it in the building’s dumpsters. Many

refill toilet paper rolls and hand soap in the washrooms, and keep an eye out

for issues such as burned—out light bulbs that need replacing, sometimes

changing the bulbs or telling maintenance/engineering about the issues.

4. Security

The primarily functions of the security department may include patrolling the

property, monitoring surveillance equipment and insuring that the guests,

employees and their properties safe and secure at all times. This department is

typically categorized as front of the house security and back of the house

security. However, their duties and responsibilities are similar in nature.

5. Engineering/ Maintenance

The engineering/maintenance departments play a role important role in

maintaining a safe and fully functioning facility while ensuring compliance

with various federal, state, and local environmental, health, safety, operating,

and building codes, standards and regulations. They responsible for the


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maintenance and repair of physical building and all of its features, including

day to day system operation and maintenance routines, preventive

maintenance, minor and major repairs and improvements, and support for

other operating department and guest activities.

6. Recreation

This department offer a several of activities or facilities and services for guests

such as tennis, massage and spa (Chi the Spa), and fitness (Health Club).

These services are provided to enhance guests’ experience of staying at

Shangri-La Tanjung Aru Resort and Spa.

7. Front Office and Guest Services

This department act as a keys to our Guest Satisfaction drivers, these

department are critical the continued success of our hotel, our brands, and our

company as a whole. The Front Office and Guest Services departments are in

constant contact with guests, and have the most diverse operating exposure

within hotel.

8. Food & Beverage (F&B)

The F&B department in a hotel responsible for the operation and maintenance

of the dining rooms, restaurants, room service, and the needs of any other

function such as a meeting or party that might desire food and beverages.

9. Sales & Marketing

The sales and marketing department is responsible for promotion of an

organisation and its services to new and repeat guest and customers. They also

will make sure the image of the business is always maintained at the highest

possible level.


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CHAPTER 2: INTRODUCTION OF DEPARTMENT

2.1 Major Section

Each sector of the hospitality industry has key departments and in turn, each of these

key departments has essential roles and functions which must be performed to provide

customers with quality products and services. These key departments can be classified

in two ways, front of house and back of house. Front of house are department which

have direct contact with customers like Front Office. While back of house are

department which work behind the scenes like Account and Finance. During the last 6

months I undergo my internship in back of house department which is Account and

Finance Department. The Account and Finance Department are responsible for the

hotel’s accounting and financial management requirements, managing the accounting,

procurement function and electronic data processing systems. To provide the general

manager and unit management team with meaningful and timely information on the

status of the hotel’s performance. To assist proactively with cost containment,

revenue enhancement, profit improvement opportunities and safeguarding of the

company’s assets.


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2.2 Organization Chart Of Department


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2.3 Job Description

During the last 6 months at Shangri-La Tanjung Aru Resorts and Spa, I undergo my

internship in Account and Finance Department only in 8 division that are Credit,

Income Audit, General Ledger, Fixed Assets, Cost Control, Payroll, Account

Payables, and Account Receivables. I will explain the job description of each division

that I went on below.

i. Credit (01st July – 27

th July 2014)

Involves qualifying the extension of credit to a customer, monitors the reception and

logging of payments on outstanding invoices, the initiation of collection procedures,

and the resolution of disputes or queries regarding charges on a customer invoice. It

also accurately assesses the credit-worthiness of the travel agents. Credit Department

focuses on providing the travel agent with accurate and timely statements or invoices.

The invoices must be delivered to the customer in a reasonable amount of time before

the due date. The Credit also responsible to privilege authorization on booking in

OPERA after their charges on guest or travel agents credit card then they will ask

Account Receivables to post the payment on the OPERA system.

ii. Income Audit (28th

July – 10th

Aug 2014 and 21st Aug – 27

th Aug 2014)

Responsible for recording any revenue received by a hotel or resort, which can

include guest room fees and payments made by third-party vendors connected with

hotel operations or banquet services. Working with a night auditor, they reconcile

nightly reports on revenues, and prepare accounts receivable information for entry in

the property's general accounting ledger.

iii. General Ledger(11th

Aug – 20th

Aug 2014)

Responsible for maintenance of monthly bank reconciliation, profit & loss schedule

for income tax submission. Besides that, regularly maintain and update chart of

account and liaise with counterparts in the other properties on current accounting

practices and discuss with superior for implementation, service tax computation,

prepayment and accrual schedules, monitoring of cash floats and review

reconciliation of suppliers statement. Review general ledger account accounts to

ensure account allocations are correct and suppliers’ statement to ensure regular


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reconciliation with Account Payables subsidiary ledgers, discrepancies are resolved

with Purchasing, Account Payables, Receiving or supplier. In addition, they

responsible to update and provide itemised schedules of prepayment and accruals,

check on items against General Ledger accounts for possible errors in accounts,

follow up and resolve long outstanding items, and discuss with superiors on long

outstanding account.

iv. Fixed Assets (28th

Aug – 14th

Sept 2014)

Fixed Assets are responsible for tracking the value and changes in a company's assets.

The assets they are concerned with may be tangible or intangible. Some of the duties

conducted are the calculation and recording of the depreciation of fixed assets and the

investigation of assets' potential obsolescence. They help companies compare their

asset expenditures with their capital budgets. Besides that, fixed assets responsible for

tagging all fixtures and fitting and to key in all hotel asset on CAPEX (Capital

Expenditure).

v. Cost Control (15th

Aug - 12nd

Oct 2014)

The hotel cost controller’s main focus is to monitor the costs of the hotel and compare

them to the projected budget. They may also be responsible for recording financial

and business activities to prepare periodic statements. The cost controller will usually

meet regularly with other key members of the company, including accountants,

financial managers and other controlling executives. They also responsible to present

cost and budget analyses to formulate any needed plan of action.

vi. Payroll (13rd

Oct - 26th

Oct 2014)

Responsibility of the Paymaster is to ensure that payroll records are created and

updated based on original approved Input Documents and the Input Documents are

verified before update into Payroll System. Paymaster also needs to make sure payroll

is accurately and promptly processed and casual labour payments are supported by

approved requisition and attendance record. Besides that, Paymaster responsible to

prepare and submit all statutory return to the respective government authorities

relating to Provident Fund, Personal Income Tax, Social Security, and etc.


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vii. Account Payable (27th

Oct – 19th

Nov 2014)

Responsibility of the Account Payable function is to ensure that original invoices are

received for goods delivered and services rendered and the invoices are verified by

matching against supporting documents. They also need to make sure to filing of

payments vouchers in running cheque number sequence and supplier statement of

accounts and official receipts are supported, approved and keyed into WINAC.

Besides that, responsible to make sure payments are processed via Cheques, TT

(Telegraphic Transfer), Bank Draft or through Electronic Banking for adhoc, fixed

charge and SLIM (Shangri-La International Management) Billings.

viii. Account Receivable (20th

Nov – 31st Dec 2014)

Responsibility of the Account Receivable is to ensure that posting to Fidelio PMS

Holding Areas are verified and processed daily, to ensure no pending items. Billings

to debtors are processed accurately and timely, based on original approved supporting

document and AR balancing posted daily is tally with the Fidelio Trial Balance report.

Besides that, they also responsible for processing of payment of commission to Travel

Agent and issuing debit/credit notes such as agent commission, and over/short charge.

Ensure all charges and credit to the various accounts are entered accurately and

timely, all invoices and statement are mailed on correct address, and apply

unallocated payment to the correct invoice to make sure amount posted is tally with

the Summary Daily Receipts from General Cashier.

Source: Shangri-La Hotels and Resort Manual of Accounting Procedures

: Shangri-La Tanjung Aru Resort & Spa Job Description by sections


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2.4 Equipment and Layout

2.4.1 Equipment

Each office is provided with equipment such as:-

Computers

Chairs

Desks

Stationeries :

1. Pens

2. Pencils

3. Highlighters

4. Staplers

5. Papers

6. Rulers

7. Punchers

8. Glues

9. Binder Clips

Printers & Scanners

Telephones and Fax Machines

Calculators

Casting Machines (Printed Calculator)


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Cranking Machine (Only available at Account Payable Office)

Tagging Serial Number Machine (Only available at Fixed Asset Office)

Cheque’s Printer (Only available at Account Payable Office)

Credit Card Machine (Only available at Account Receivable Office)


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2.4.2 Layouts

Credit Office


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Payroll, Account Receivable and Income Audit Offices

Documents Cabinet

Do

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et

Documents Cabinet

Do

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Documents Cabinet

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Accounts and Finance Offices

Slid

ing

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cab

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Safe Cab

inet w

ith 4

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Cost Control Offices

Do

cum

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abin

et Documents Cabinet

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2.5 Daily Operational Activities

For daily operational activities all finance members responsible for the hotel’s

accounting and financial management requirements. The operation hour of the hotel’s

management is:

*Off day on Saturday, Sunday and Public Holiday

This company is using Microsoft Excel, Microsoft Word, OPERA PMS, WINAC,

Check EAM, Lotus E-mail and Tanjung-Aru Post (Infrasys) as their operation in the

business. The system is easy to use and understand. For another particular, this

company use this software because it has been format on their own ways. For other

document letter, they were using Microsoft Words and for working paper and

program, they use Microsoft Excel. This firm website is offer many advantages to the

people. Public people can surf the internet at www.shangri-la.com for more info.

Day Time

LUNCH

Time

Monday - Thursday 09:00 a.m. – 12:00 p.m. 01:00 p.m. – 06:00 p.m.

Friday 09:00 a.m. – 12:00 p.m. 01:00 p.m. – 05:00 p.m.

http://www.shangri-la.com/


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CHAPTER 3: ANALYSIS

3.1 Analysis of the Establishment

Shangri-La hotels and Resorts are founded in 1971 which is the first deluxe hotel in

Singapore by the Malaysian-Chinese tycoon Robert Kuok. The name was inspired by

British author James Hilton’s novel ―Lost Horizon‖. The meaning of Shangri-La is

ethnic youth, peace and tranquillity.

Shangri-La hotels and Resorts is the first enter to a Chinese hotel market as a foreign

investor and built its headquarters in Hong-Kong. From 1982 to 2002 the company

went through aggressive expansion in Asia pacific region specially focus on Chinese

market. During expanding period Asia has a rapid economic growth and a high

demand of the luxury hotel for business travellers and international tourists’ needs in

Asian. Therefore, the company was growing rapidly and save more funds for future

expansion. Also the company is the largest luxury hotel chain in mainland China.

From 2002, the company continues to expand of brand globally with a strong

foundation and great reputation in Asia.

Today, the company is a world class deluxe Asian hotel chain and its business

throughout Asia Pacific, North American and the Middle East. Moreover, by 2010 the

company owned 69 hotel and resorts and 29 under development of new hotels around

the world. Due to its legendary service, Shangri-La hotel received many international

awards from the publication and hotel industry. As the result, Shangri-La hotels and

Resorts is the leading player in the Luxury hotel industry.

Source: www.ukessays.com

3.1.1 Shangri-La’s Philosophy, Vision, Mission, and Core Values

Philosophy

Shangri-La Hospitality from a caring family.

It means the hotel will provide the great services and let the customer feel like being at home.


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Mission

―To delight our guests every time by creating engaging experiences straight from our hearts‖

It identified the company’s main task is attractive more customers in order to achieve the

business goals of expanding to be a leader in global hotel industry.

Vision

―To be the first choice for guests, colleagues, shareholders and business partners‖. The

company states that it puts its customers to be the first choice to attract more customers in

order to increase the business profit. The employee, shareholders and business partner will

get more benefit from the business. Moreover, due to excellent services to customers, the

reputation of company will increase.

Core Value

Respect, humility, courtesy, helpfulness, sincerity

This five core value is developed by Shangri-La Hospitality. It involves the positive

influences to successfully running the business. And the core value creates a relationship

between customer satisfactions and employees’ behaviours.

3.1.2 Shangri-La’s Logo

According to company’s logo ―S‖, it presents unique Asian architectural forms of the hotel

location designing. It means hotel like a majestic mountain and the lake or ocean should

surround it. The most of five star Shangri-La hotel and resorts provide an ocean or lake view

to their customers.

3.1.3 Basic Strategy and Key Success Factors

We all know that Shangri-La is a well-known establishment all over the world. Shangri-La

basic strategy is differentiation in niche market. The company offers different branding

hotels to meet different niche groups of customers’ expectations with unique Asian


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hospitality services model such as spa branding hotel and trader hotel and now they have

introduces Kerry hotel and Jen Hotel.

Moreover, it divided the business into different segments. It provides various services to their

niche market such as commercial and service apartment market and management contracts of

running business for other parties.

There is distinct about lucrative of company’ revenue and a competitive advantage of

expanding business globally by using of focused differentiation strategy.

The key success factors of this establishment because of the offered high quality of services

and products increase brand image and customers satisfaction. Besides that, differentiated

products and services to focus on different target marketing and culture training program in

everyday performance specifically also the major success factors. Another key success factor

is the loyalty program delight customers that make the customers like family. In addition,

compensation and reward growth where employees are rewarded for a high performances

standard and this making employees more valuable by compensation motivation.


3.1.4 Internal Analysis Financial Performances “FIT” (Fully

Inclusive Tour) Strategy Analysis.

The company’s focused differentiation strategy matching the resources and capabilities of the

firm arises the opportunities from the external environment. It has advantages for competitive

leisure industry and is capable to fit the economic trends. Moreover, Shangri-La has a well

management of its financial system, even though, its revenue is lower than previous years,

and the company skill keeps growth for profit in each year. In addition, there is the large

investment to expanding of new hotels and projects in future, which it believes the company

will add more value to shareholders and become stronger on its financial performance in next

few years. Therefore, the company still needs to be improved to increase its revenue and

profits, but the current financial performance is showing positive. The company consider the

following qualitative efforts to fit success factors.


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The company has to focus differentiation strategy and continues to increase the brand

awareness and loyalty to attractive more customers. The company should implement the

human resource management by training employees and unique high quality services.

In order to increase the revenues, the company should offer low budget brands of hotel to

appeal more customers. Innovation some unique high quality services to against strong

competition such as partnership with Airline Company or Car Rental Company.

Due to stuff competition, the company should put more investment on the employee’s

compensation in order to motivate their high performances.


3.1.5 Marketing Mix and Industry Life Cycle.

Marketing Mix

Shangri-La had 4 main businesses segments:

Hotel ownership and operations

Property development, it includes commercial building and services

Hotel management services to group owned and third party hotels

Spas at Shangri-La provides private spa suite and help the traveller relaxing and

restoring the balance to mind and body.

It offers five star and four star hotels in four different brands. The most of five star

Shangri-La hotel and resorts provide an ocean or lake view to their customers. Also the

company specially promotes Asian hospitality for high quality services to meet the customer

needs in different hotel brands. There are three main brands of hotel in the company to target

different customers’ needs. The brand of Shangri-La hotel is a five star luxury hotel and

typically target market comes from the higher income busy travellers. It is located in premier

city. Shangri-La resorts are a five star luxury hotel target high income travellers and families.

It offers a relaxing environment for customer vacation. It is located in some of the world’s

most exotic destination.

http://www.ukessays.com/


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Industry Life Cycle

The company is a growth market stage, because the consumer has brand awareness on this

company and potential market is very competitive environment for new local hotels entering

and existing global company in hotel industry. The company should continue on

differentiation strategy to increase the market share. Moreover, the company needs to

increase the customer loyalty and brand image to get a high ratio on customer return. Also

aggressive promotion and operation expend can appeal to more customers. As these

strategies, company can achieve the goals of growing faster than market average.

3.2 Analysis of the Department

While doing my industrial training at Shangri-La Tanjung Aru Resort and Spa, I’ve

been to 8 sections/divisions; - Credit, Income Audit, General Ledger, Fixed Assets,

Cost Control, Payroll, Account Payable, and Account Receivable.

Credit

Credit Office is the second smallest office in Account & Finance Department after

General Cashier Office. It was located near to BOST (Back Office Support Team)

Office, General Cashier Office and F&B Office at 1st Floor Tanjung Wing behind the

reservation counter. Conducted by 4 staffs, this section under Ms Doreen Chin

guidance as Service Manager – Credit and assist by Ms Eva Rose Raquiza as Asst.

Service Manager – Credit and two others are Ms Saibih Ampawih and Hillarius

Jipulin. This section use OPERA PMS system for daily operation routines and

Microsoft Word and Microsoft Excel for issued other things like letters, summary

daily report and etc.

Income Audit

Income Audit located at the 2nd

Floor Kinabalu Wing. This section share office with 2

others section that are Account Receivable and Payroll, conducted by 4 staffs under

guidance of Mr Tommy Wong as Service Manager – Income Audit and assist by Mr

Denny Philip as Service Leader – Income Audit, Mr Sam Lim and Ms Laurrianne

Hadymond both as Service Associates – Income Audit. This section mainly use

OPERA PMS and Tanjung-Aru Post (Infrasys System).


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General Ledger

General Ledger located at Account and Finance Office in 5th

Floor Kinabalu Wing.

General Ledger only conducted by one person that is Mr Peter Chua as Service

Manager – General Ledger. He mainly used WINAC system in his daily operation

activities.

Fixed Assets

Fixed Assets located at Account and Finance Office in 5th


Fixed Assets only conducted by one person that is Ms Felecity Applonius as Service

Associate – Fixed Assets. She mainly used Bizpoint system in his daily operation

activities.

Cost Control

Cost Control located at Basement Floor of the hotel, this section share office with

Receiving Section. Cost Control conducted by 3 staffs that are Ms Fazilla Bulat, Mr

Raimon Bakar both are Service Leader – Cost Control, and Ms Sabrina Maybellyn

Dunsing (Service Associate – Cost Control). This section mainly used Tanjung Aru

Post (Infrasys System) and Check EAM in daily operation activities.

Payroll

Payroll located at the 2nd

Floor Kinabalu Wing. This section share office with 2 others

section that are Account Receivable and Income Audit, Payroll only conducted by one

person that is Ms Joanah Joseph (Service Manager – Paymaster). She mainly used

Orisoft Unified Payroll Management System, but I never get a chance to learn these

systems from her since her work are private and confidential.

Account Payable

Account Payable located at Account and Finance Office in 5th


Account Payable conducted by 3 staffs that are Ms Edna Charles (Service Manager –

Account Payable), Ms Melynda Sheena Denisius (Service Leader – Account Payable)

and Ms Sharon Mona Johny (Service Associate – Account Payable). This section

mainly used WINAC system and Check EAM in daily operation activities.


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Account Receivable

Account Receivable located at the 2nd

Floor Kinabalu Wing. This section share office

with 2 others section that are Payroll and Income Audit, Account Receivable

conducted by 4 staff that are Ms Marwinie Adnan (Service Manager – Account

Receivable), Mr Affrizan Jaiman, Ms Susany Ahip, and Ms Mirna Bukut. The three of

them are Service Associates – Account Receivable. Account Receivable mainly used

OPERA PMS in daily operation activities and WINAC only used by Ms Marwinie

Adnan once in a month.

3.3 Comparisons against Competitor

Shangri-La hotel and resorts as one of the top luxurious hotel in Asia, still faces a

strong competition with many other top global hotel companies and domestic hotel

companies. The top competitors of this company are:

Hotels Descriptions

Four Seasons Hotel Resorts

It operates by high level quality service hotel,

private residual property renting in 35

countries and owns over 84 five star hotels.

Hong Kong and Shanghai Hotels Limited

It has more than 24 deluxe hotels,

commercial and residential properties in

Asia, Australia, Europe, and North America.

New World Development

It offers broad differentiation service lines to

attract a width range of customers. Its

business includes apartments, office

buildings, hotels, department stores, roads

and power plants in Hong Kong, mainland

China and Southeast Asia.


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Marriott Hotel Chain

It operates different brands of hotels which

include Ritz-Carlton, Renaissance and

Courtyard. Also there is large market share in

North American hotel industry and the

company began expanding in Asian over 100

hotels by end of 2010.

Mandarin Oriental Hotel Group

It operates over 42 hotels in 30 countries



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CHAPTER 4: CONCLUSION AND RECOMMENDATION

4.1 Conclusion and Recommendation

4.1.1 Conclusion

They are a great opportunity having an internship programme in Shangri-La Tanjung

Aru Resort and Spa. Besides the experience gained during the 6 months it is widen up

my minds on what is mean by working environment. I have covered the knowledge of

auditing and accounting during my time spent inside the company. Through this

training, I have learned much technical and non-technical stuff. About the non-

technical stuff, I learned such as way managing the relationship between workers and

boss, the right attitude in solving problem, and the way to deal with clients.

Before my internship started my ideas did not match the experiences have gained

during my internship. There is a big difference in the college projects and the tasks

and activities during the actual work. In college we learn how to describe the work in

projects, where in work you learn how to implement them in reality. This internship

was definitely an introduction to the actual work field for me. I have learned to work

in a business organisation and apply my knowledge into practice.

I learned a lot from the different interns that I have been working with during my

internship. Each intern had a different educational background and that made it

interesting for me. By working with them I got to learn from them and become aware

educational background.

This internship was definitely beneficial for me and I’m grateful and thankful that I

got to experience and learn many things.

4.1.2 Recommendations

4.1.2.1 Recommendations for the Internship Company

Shangri-La Tanjung Aru Resort and Spa is a great learning company for interns.

Shangri-La is a big company and helps interns improve and develops their skills. I

would recommend Shangri-La to keep hiring interns with different educational

background, to help build and improve the company with the knowledge they gained


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from their studies. Last but not least, I hope in future Shangri-La Tanjung Aru Resort

and Spa will give allowances to the interns to motivate intern work harder and take

the task given as they responsibility.

4.1.2.2 Recommendations for the College

Asian Tourism International (ATI) College is well known for the Hospitality,

Tourism, and Culinary Courses but not for the Accounting and Business Courses. So,

I would recommend ATI College management to act aggressively to introduce School

of Business to the world. As we know School of Business only has a few students

that we can count by hand for every intake, I believe this is because of the marketing

team that fail to introduce School of Business to the public. Accounting and Business

Courses is promise students to have job opportunity since this field has been growth

rapidly. So, I hope ATI college management will do something regarding this matter

to make sure School of Business sustained.

4.2 Past Knowledge

Before undergo my internship in the real industry, I never imagined what an account

clerks or finance clerks could do. I never work and I don’t have any experience in this

field except the knowledge that I learnt in college. On my first day, they give me my

schedule for the 6 months in Shangri-La Tanjung Aru Resort and Spa. After few days

intern, I realised that I need a lot of things to improve. With everything computerized,

all I know how to use is Microsoft Power Point, Microsoft Word, Microsoft Excel,

L.A.K Weighing System and UBS Accounting. Besides that, I realised that I lack of

knowledge of how to work effectively, precisely,how to communicate well over the

phone, communication skills and about the computerized system that they used.

4.3 Present Skills Acquired

I set up goals halfway during my internship, to develop and improve areas that I find

needed to be improved. The working areas I develop and improved in during my

internship are the following:

Work effectively - I want to learn how to work effectively. I have achieved this

halfway my internship by working and using a to-do list. This to-do-list was notes that


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my trainer give me. The to-do-list existed of work that needed to be done first and had

more priority than other daily tasks.

Work precisely - I want to work more precisely. At the beginning of my internship, I

noticed that there are lots of mistakes found in my work. Mistakes that I meant are

mistakes in spelling and grammar but also in delivering work that is not done yet.

Halfway my internship, I have improved in this area by reading, listening and

focusing better on my work. Ms Marwinie Adnan (Service Manager – Account

Receivable) is the one that always remind me that reading, listening, and focus is

important if I want to improve myself.

Improve my communication - I want to improve my communication skills. At the

beginning of my internship, I realized that I didn’t communicate often. This is

because I was at the time unsecure about my English. Halfway my internship I have

improved this by communicating more with the interns that I have worked with and

talking to them about all kind different subjects.

Phone calls - I want to be able to make calls and answer the phone more easily. At the

beginning I had difficulties communicating over the phone. This is because I was at

the time unsecure about my English. Halfway my internship I have practiced and

improved answering the phone more than usually.

Computerized System – I want to be able to use the system. At the beginning I only

know how to use Microsoft Power Point, Microsoft Word, Microsoft Excel, L.A.K

Weighing System and UBS Accounting system. Halfway my internship I have learnt

they computerized system and able to use it. The computerized system that I meant

are accounting software called WINACC. It’s basically the same with using UBS

Accounting when I learned in college. I also learnt how to use OPERA PMS which is

mainly used by each sections in Account and Finance Department. I also learned how

to use Tanjung Aru Post (Infrasys Systema), which is software only used by Income

Audit and Cost Control. Income Audit used to check, verify and print bills from the

hotel’s outlets while Cost Control used to know in and out of the items.


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4.4 Future Career Paths and Industry Development

School of Business students have a very wide selection of career paths after

graduating from college. Apart from being an Accountant, fresh graduated students

can also choose being a Lecturer, Auditor or work in Bank. In Shangri – La I had

expose myself to environment other than an accounting firm but also to other

environment, especially in Hospitality Industry. After graduating I am sure and

believe that I will never get problem to get a job.

While undergo my internship in Shangri-La Tanjung Aru Resort and Spa what can I

see hospitality industries grow rapidly, hospitality industry can give lots of benefits in

development of our country because the colourful multi- ethnic group practising

multi-culturalism in Malaysia has attracted millions of foreign visitor to the country .

So, if we take the responsibility for the industry development, it is surely giving the

biggest impact in developing our country.