Chee Hong Final Report.doc

7/26/2019 Chee Hong Final Report.doc

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Chapter 1: Introduction

My industrial training lasts for 3 months which is from 27thMay 2013 to 25thAugust

2013. I applied to Ixora otel !dn "hd in #rai$ #enang for my internship. %hroughout my

training$ I had &een assigned in !ales 'epartment and Management 'epartment.

1.1 Goals of Industrial training

(ne of the main goals of industrial training is help us to put the )nowledge we

o&tained in classes and apply it to the real life pro&lem. *hat we learned in class is all the

theory &ased and not much practical could &e done to apply. %hus$ industrial training ser+ed

as a great opportunity for us to practice what we learned in the ,o& scope.

"esides$ industrial training helps us to o&tain additional practical s)ills and wor)ing

experience with expertise in the industry. %he industry experts pic)ed up much of +alua&le

)nowledge and specific s)ills after years of experience. %here are some specific s)ills that we

could not learn from the &oo) itself. %hus$ industrial training pro+ides us a platform to

ac-uire and a&sor& those additional s)ills and experience that will &e a )ey to our future.

(n the other hand$ industrial training ser+ed as a good opportunity for us to impro+e

our interpersonal s)ills as well as &uilding our teamwor) a&ility and progress a great two way

communication while we wor)ing with those professionals in the industry. %hroughout our

internship we ha+e to wor) as a team with those professionals with their guide and

super+ised$ so communication playing a main role to complete our tas). %wo way

communications ongoing well is a factor and )ey of wor) efficiency.

"esides interpersonal s)ills$ industrial training helps us adapt in a new en+ironment as

well$ it ena&le us learn and explore on our chosen industry and its related en+ironment so we

can treat the industrial training as an eye opener/ to o&ser+e the ,o& scope in our chosen

industry. *e are a&le to experience in ad+ance in chosen industry so that we could decide on


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our career goals$ a great opportunity for us to decide on whether the chosen industry is

suita&le profession or specialiation in our future.

Chapter 2: Organization

2.1 Background of Organization

Ixora otel is the four star hotel which located along the alan"aru$ #erai in state of

#enang and next to the largest shopping complex in !e&erang#erai which names Megamall

#inang. It is an independent hotel which manages &y two director Mr g !e i and Ms g

!ee 4ng. %he managing director is 'ato g !wee hin who had in+ol+ed in textile$ clothing$

carpeting$ manufacturing$ machinery and automation. Ixora otel is officially opening &y 4"

%uan im 6uan ng$ the #enang hief Minister in 18 'ecem&er 2011.'ato g !wee hin/s son$ Mr g !e i who learnt in the hotel management wished

to ta)e part in hotel &usiness after his graduation. %he &uilding has &een &uild &efore they

want to start this &usiness. %hey try to redecorate the &uilding and apply the license for this

&usiness.

Ixora otel is an 11 story &uilding which consists 329 rooms. %he le+el 1 is used for

any functions li)e wedding$ meeting$ wor)shop$ seminars and so on. In le+el 1$ it has 5

meeting rooms and press room for any function which can satisfy the guest re-uest due to the

num&er of participants. It also has a grand &all room which is the largest function room in

mainland #enang.

It located in a +ery strategy place which is &eside the alan "aru. %he distance from

Ixora otel to #enang Airport "ayan epas is 25.3 )m which means that around 20 minutes

dri+es to airport. "eside Ixora otel has a shopping mall names Megamall #inang which easy


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to access &y the Ixora/s guests. 6uests can ha+e their leisure time after wor) or meeting. (n

the other hand$ Megamall "us %erminal !tation is near to Ixora otel$ tra+elers could ha+e

their pu&lic transport to go to the place they want to +isit. It also proximity to the industrial

estates where can attract more &usiness tra+elers to stay while outstation. As a guest who

&rings their +ehicle$ they ,ust need to use 3 hours and 30 minutes to reach their destination

without traffic ,am +ia orth !outh ighway.

2.1.1 Organization Profile

Ixora Hotel, Perai

Address: 30;9$ alan"aru$"andar#erai aya$ 13900 #erai$ #ulau #inang.

ontact num&er: 08ax num&er : 08


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happiness$ warmth and awareness. %he font color is using &lac) color. "lac) means power$

formality$ classy$ protection$ sophistication$ wealth$ elegance and fear.

2.2 Mission & Vision

2.2.1 Mission

%o ensure guests experience the extraordinary ser+ice with genuine +alue.

2.2.2 Vision

%o ha+e dedicated staff to &e the leading hotel in the mainland #enang.

2.2.3 Objective

%o achie+e credi&le$ responsi&le &usiness practices including sociourther reinforcing our position in the mar)et place as a recognied and trusted otel

Management ompany

%o ensure a safe$ secure and healthy en+ironment and promote acti+e and wellness

lifestyles to our guests$ employees$ local community and nature 5?to create an


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international networ) of full ser+ice cityaishal and Assist >inance Manager

@Mr!unnyd hai hua 6hee.

2.3 Room ccommodation

%he main product for Ixora otel is the room. It is an 11 storey &uilding which has

329 rooms in the &uilding. As a four star hotel$ the decorate inside the rooms are up to date

and lighting &een used is softly to ensure that the guest is comforta&le with the en+ironment.


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%he room can &e di+ided to &udget room$ superior room$ deluxe room$ executi+e room$

superior suite$ DI# suite$ 2 "edroom and 8 "edroom. >or the &udget room$ it has types of

room which is single &ed and dou&le &ed. %he hotel will &e more focus on up sell the superior

room and deluxe room compare with &udget room. >urthermore$ the superior room and

deluxe room can also &e di+ided to single )ing sie &ed$ dou&le single &ed and com&ination

of a single plus )ing sie &ed or three single &eds for the family pac)age due to the guest

re-uest. All room will &e including free *i>i internet$ free ca&le internet$ satellite %D$ safety

deposit &ox$ &ar refrigerator and !%'EI'' phone. 6enerously spaced 1


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i. Banquet

"an-uet ser+ice is under the conference and e+ent which may help the hotel to

earn more profit &esides the lodging. Any e+ent which is rental the meeting room

usually will include &an-uet ser+ice li)e 2 tea &rea) plus 1 lunch for full day

seminar and so on. %hey will also pro+ide the ser+ice for wedding function$

&irthday cele&ration$ pri+ate gathering and so on. %a&le will &e setting due to the

re-uest li)e round ta&le or for seminar session could &e theatre style$ class room

style$ Griday and !aturday. It is &ecause Ixora otel will in+ite the li+e &and on >riday

and !aturday which will perform until 12am.%he guest could relax in lounge with

some snac) after daily wor).

iii. Roo !er"ice

Coom ser+ice is one of the ser+ice that hotel will pro+ide to the guest. Ixora

otel/s guest could choose to ha+e their meals on their room with using room

ser+ice. In house guest could order the food according to the menu room ser+ice.

%his will gi+e the con+enient to the guest who is &usy and no time to ha+e their

meal in the restaurant. %he payment for the room ser+ice can separate to &y cash

or &y room charge. *hen the guests chec) in with full payment and calling for the

room ser+ice$ they need to pay the charges &y cash. owe+er$ the guests who

chec) in with using the credit card and the front office has the guest/s credit card

num&er$ they can pay the &alance when they chec) out.

i". #he !trait$ Ca%&

%he !traits afF is the restaurant which &elongs to Ixora otel. ach month$ they

will ha+e the special promotion due to the theme that had &een decided. %he


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xecuti+e hef will design the new menu to fulfill the guest needed. >or the

&uffet line$ the decoration will &e change when the festi+al is around the corner.

Chapter ': Learning Outcoe$

3.1 ork 'erformed and ((lication of )*eor"+Model

!ales and Mar)eting department is a department that always aims to maximie

company profit and promote their products or ser+ices. I ha+e started my internship in !ales

and Mar)eting department of Ixora otels 6roup since 27thMay 2013. I learn a lot of new

things and s)ills during the whole period of training &ut on the other hand$ challenges and

difficulties come together as well.

(nce I entered the department$ I started with tas) li)e ma)e and recei+e calls from

different departments or customer. Most of the customers call !ales and Mar)eting

department to in-uiry and reser+e hall for their function or wedding dinner and as) for details


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while internal call from other departments are ha+e many different purposes such as follow

up details of e+ent.

%he four process of !ocial earning %heory which are attention$ retention$

reproduction and moti+ation. >irstly$ I do not )now what I should tal) when pic) up the

phone or ma)e some calls to customers$ so I pay attention and o&ser+ed the way of my

colleagues$ essie (oi spea) with customer such as their polite tone. %his process is attention

process. After I o&ser+ed different way of my colleagues when they tal)ing through the

phone$ I getting remem&ered the style and the proper tone when communicate with customers

as a hotel line employee. %his is retention process. %hird process is a&out reproduction. !ince

I start to &e a&le to remem&er the proper way to communicate with customers$ I gained the

confidence to pic) up the phone or ma)e calls. "esides$ I also getting more familiar in selling

and promote our hotel hall pac)ages through telemar)eting. ast &ut not least$ it is moti+ation

process. In order to reinforce people to continue imitate or act li)e the &eha+ior that has &een

modeled$ positi+e reinforcement are needed. >or example$ I recei+ed compliment from my

sales super+isor once I successful selling our hotel meeting pac)ages. It moti+ate me to

continue perform well in telemar)eting &ecause my efforts was appreciated and

ac)nowledged &y colleagues.

(n the other hand$ telemar)eting can &e related to two


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with scientific persuasion that this is the hotel policy in order to ensure consistent and rational

outcomes of the hotel$ we cannot simply allow anyone &ring their own foods and &e+erages

come to the hotel.

In order to persuade customer$ I always told them we are four star hotel hence we will

come out high -uality and sumptuous foods to satisfy them. Moreo+er$ Ixora otel offers

dining option which ser+e delicious local and international cuisine at it/s the !traits afF.

%his particular case shown that twoirst of

all$ my communication s)ills are impro+ing since I need to pic) up a phone call or ma)e call

to different people e+ery day. In the hotel which its profit are always come from its ser+ices$ I

also learnt that customers are always right and we need to try our &est to fulfill their re-uest

in order to maintain our hotel image and reputation. +en some time we might not a&le to

fulfill customer special re-uest &ut I still learnt to explained and persuaded customer &y

pro+iding facts and reasons. In order to pro+ide -uality ser+ices to customer$ I also learnt that

we must pro+ide accurate$ completed and confirmed information or details to e+ery customer

so they will not confuse with our hotel pac)ages or others.

'uring Camadhan month I was excited that I had chance to participate Camadhan

dinner with num&ers of orphans. %his particular Camadhan dinner &uffet was one of the

corporate social responsi&ility H!C? acti+ities of our hotel to contri&ute &ac) to the society.

onse-uently$ those orphan no need to pay any money of &uffet and each of them were

recei+ed duit rayaJ and door gift. 'uring the whole period of preparation for the Camadhan


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&uffet$ I was calculate and pac)ed hamper and door gift &ased on the total num&er of orphan

that came for the Camadhan &uffet$ coordinated the function to ensure e+erything go

smoothly. My responsi&ility is to guide guests and media persons to the function hall. It is a

+ery meaningful e+ent and related to my field of study which is #u&lic Celations as well.

%his particular function a&out the corporate social responsi&ilities H!C? was let me

gained and learned a lot. +en we cannot confirm the total num&er of guest will come we also

must calm and deal with the pro&lems effecti+ely and efficiently. I also learned that we

cannot simply expect or predict e+erything will go smoothly. *e must always &ear in mind

that uncertainty may occur anytime especially when deal with children. >or the issue a&out

controlling the schedule of program flow$ time is the most important thing. ence$ the use of

wal)ie


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"esides$ I ha+e to send out the corporate rate and -uotation to the guest as well. %here

is lot of in-uiry a&out our meeting room E function room from guest and some of them might

re-uest the corporate rate from Ixora otel$ therefore I ha+e to get their &asic information

such as their contact$ company address and nature of &usiness. *ith that information they

pro+ided$ I sent them agreement for the corporate rate. If any of them are interested in ha+ing

their function in Ixora otel$ I sent them the -uotation &ased on their demand of the set


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Manager$ Mr. Moses #oon. My duties including draft the hotel/s policy K procedure$ minutes

of ('s meeting and inspection of room cleaning inspection.

*ith assiatance of uman Cesource assistance$ Ms !erena we had read through few

department including >ront (ffice$ !ales and Mar)eting and !ecurity of !tandard (perationg

#rocedure$ I had learnt that the !(# should &e an all time guideline for all operation staff

when they are on duty. %he guideline not only ensure -uality of wor) &ut also our own right

and safety. "esides$ the satisfaction of guests is always our priority. %o &e producti+e$ a good

management team and well management of time is essential to ensure the following tas) is

completed &efore the deadline &y priotiing the main tas)s at hand.

In the progress of room cleaning inspection$ I ha+e to inspect the room done clean &y

ouse)eeping 'epartment with accompany of on duty 'uty Manager in Ixora otel. HIn

Ixora otel$ the lift ha+e to master with access card and all the in house guest will collect one

of it each room. %his policy is aim to ensure the security of guest. (nly 'uty Manager and

(perations Manager among all staff a&le to carry the master )ey card while they perfroming

their tas)s. ? %he 'uty Manager will colla&erate with me inspect all the room/s facilities and

condition to ensure all rooms are ser+es well. %he facilities and ser+ices must &e always

ready and functioning well$ dou&le chec)ing of completed wor) is crucial in decreasing the

possi&ility of errors.

Chapter (: Conclu$ion

%hroughout my 3 months of training in Ixora otel$ the management le+el from the

Ixora hotel has gi+en fully cooperation since i ,oin the hotel. All departments especially the

department that I ha+e &een assigned ha+e cooperated to help me achie+e my practice goal.

"esides that$ all )nowledge &een taught in Gni+ersity %un)u A&dul Cahman ha+e helped me

a lot in complete my tas) during my internship in Ixora otel. >or example$ in !ales and

Mar)eting 'epartment$ I could perform a well two way communication with wal) in guest$

e+ery one of them treated as a DI# &y us. %he )nowledge and communication s)ills I learnt

from classes can fully practice in my internship program in Ixora otel.


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As a trainee who lac) of experience in hotel industry and need to &e train$ my

colleagues is helpfulness and willing to guide me step &y step to ensure I can adapt to the new

en+ironment. *hen I encounter pro&lem$ they are willing to gi+e the ad+ice and suggestion

to sol+e the pro&lem. %hey are encouraging me to &e confidence and accept the new

challenge when I felt lost in the ,o& tas). In addition$ I still remem&er the !ales Manager said

when we don/t understand and don/t )now how to deal with guest we can refer &ac) with the

sales personnel. %hey won/t mind how many -uestions we as)ed$ at least we are follow the

right direction. *hen I was ma)ing a mista)e$ they will help to sol+e it and as)ed me to treat

this as a lesson &ecause no one is perfect. !ometimes$ they will as) my opinion for sol+ing

the pro&lem or personal toward the case had &een happened. %hey will accept my suggestion

if it is wor).

(+erall for the management in Ixora otel #rai$ they are always readiness to help the

trainee to fulfill their internship and considering the trainee/s difficulties encountered. I felt I

ha+e fully exposed the real hospitality world and adapt to the industry. All the )nowledge I

ha+e learnt will &e +alua&le for my career in future. I feel grateful &ecause I could ha+e this

opportunity to ha+e internship in Ixora otel. %his is an amaing experience &efore I

complete my studies. I ha+e &een assigned to two departments during my internship period.

%he )nowledge I gain is truly priceless and it is worth for me as a trainee in this hotel.

I ha+e met plenty types of guests and a&le to master the way to satisfied those re-uests from

guests.

"esides that$ I ha+e )nown the role as staff in the hotel line is +ery important &ecause

employee is the property for the hotel which can help the hotel to &uild up the reputation and

gi+e the &est impression to the guest. >urthermore$ this internship has gi+en me a great

opportunity gaining experience in the hospitality industry as a reference for my career

selection.


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astly$ the effort for Gni+ersity %un)u A&dul Cahman sending the student to

Internship program is good. It will help the students to de+elop their confidence and ma)e

them get ready for ,o& see)ing after gaining the experience through internship.

Re%erence

H2012?. Cetrie+ed uly 20$ 2013$ from Ixora otel: http:EEwww.ixorahotel.com

H2012?. Cetrie+ed August 1$ 2013$ from Insperity: http:EEwww.insperity.comE&logE8


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>igure1: Ixora otel outside +iew during e+ening.

>igure 2: ogo Ixora otel


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>igure 3: Map for Ixora otel


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>igure 8: (rganiation hart for Ixora otel


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!uperior !uperior %win

!uperior !uite 'eluxe

8 "edroom/s "athroom 8 "edroom !uite


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8 "edroom !uite@i+ing Coom 2 "edroom !uite@i+ing Coom

!egment "udget !uperior 'eluxe xecuti+e

Coom

!uperior

!uite

DI# !uite

Cac) CateHCM? 300LL 3=2LL 895LL 587LL 57=LL 2093LL

"ase CateHCM? 1;5LL 28=LL 302LL 359LL 379LL 1381LL

*al) in HCM? 177LL 230LL 2=0LL 328LL 382LL 121;LL

orporate HCM? < 1==LL 22=LL 292LL 279LL ;=9LL

6o+ernment HCM? 125LL 152LL 1;3LL 22=LL 281LL =5=LL

xtra &ed CM100LL per &ed per night with 1 &rea)fast.

%a&le 1: Coom Cate for Ixora otel.


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!etting for theater style *edding decoration 1

*edding decoration 2 *edding decoration 3

IXORA HOTEL


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Room Rental Charges 2013

Table 2: Room Rental Charge In 2013

IXORA HOTELPRICING FOR SEINAR PAC!AGE "2013#

FULL DAY SEMINAR PACKAGE30 persons and above

UNCH

COFFEE

BREAK SNACK

TOTA

SNACK

MENU

PRICE (++)

Period

ROOM

LOOR

!I"E AREA

CEIL

I#$HEIGHT

THEAT

RE"STAG

E#

CLA!!ROO

%SHAPE

RO%#&

TA$LE" $%FF

ET#

!TA#&

'I#$COC!T

AIL

&A'

12N

1PM'

(PM(P'

11P

)*H+

,AM'

(PM

)-H+

,AM'

12M#

)1*H+

HO%R

L.

RATE

)%P TO

2

HO%R

!+

ETER S)* ETER PAX PAX PAX PAX PAX R"++# R"++# R"++# R"++#

Fo,er /3/

11* X , 112 2,

130

),0+(0 *0

/0

)*0+1(0

(0 12(0 1(00 1(0

21* X , 112 2,

130

),0+(0 *0

/0

)*0+1(0

(0 12(0 1(00 1(0

31* X , 112 2,

130

),0+

(0 *0/0

)*0+

1(0(0 12(0 1(00 1(0

*1* X , 112 2,

130

),0+(0 *0

/0

)*0+1(0

(0 12(0 1(00 1(0

( 1*( X

122- 2,

2(0

)200+100 0

220

)1,0+*00 1200

2200 2,00 2(0

allroom

*1( X

2*-102* ( 1000 320 ' (0 100

/000 11000 1(000 1/(0

Pre44

Room

,3 5

,3, 2,

0 )*0+ 20 20 20 (0*30 ,00 -(0 10/(0


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1 unch 2 coffee

Bre!

Morn"n# $

Af%ernoon

2 he&'

*"#h%

,nc!,

RM -.

Per /er,on

1 unch

2 Coffee

Bre!

Morn"n# $

Af%ernoon

2 he&' 0

*"#h%

,nc!,

RM

/er /er,on

1 unch2 offee

"rea)

Morning E

Afternoon

2 hea+y$2 light8 snac)s

CM 9=per person

1 unch1 offee

"rea)

Morning (C

Afternoon

1 hea+y$ 2 light3 snac)s

CM 99per person

1 unch 1 offee"rea)

Morning (C

Afternoon1 hea+y$1 light 2 snac)s

CM 98

per person

1 unch I I I

CM 58per person

o unch

2 offee"rea)

Morning E

Afternoon

2 hea+y$ 8 light

9 snac)sCM 59

per person

o unch1 offee

"rea)

Morning (C

Afternoon

1 hea+y$2 light

3 snac)s

o unch1 offee

"rea)

Morning (C

Afternoon

1 hea+y$ 1 light

2 snac)s

ong Nterm

orporation

2 offee

"rea)

Morning E

Afternoon

2 hea+y$ 8 light

9 snac)sCM 58

per person

Ta-le 3. Pr//ng ll a, sem/nar 4a5age or 30 4ersons an a-o6e*

FULL DAY SEMINAR PACKAGE

1( 4ersons to 27 4ersons

LUNCHCOFFEEBREAK

SNACKTOTALSNACK

MENUPRICE (+

+)

1 Lunch 2 CofeeBreak

Morning /

Aternoon

2 hea!" 4

#ight

6 $nack$

%M 82&00'er 'er$on


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1 Lunch2 Cofee

Break

Morning /

Aternoon

2 hea!" 2

#ight

4 $nack$

%M 78&00'er 'er$on

Table *: Pri6ing 78ll da9 4eminar a6;age 7or 1/ er4on4 to 2- er4on4

FULL DAY SEMINAR PACKAGE

18 4ersons an -elo9

LUNCHCOFFEEBREAK

SNACKTOTALSNACK

MENUPRICE (+

+)

1 Lunch2 Cofee

Break

Morning /

Aternoon2 hea! "4

#ight

6 $nack$%M 1310&00'er $e$$ion

1 Lunch2 Cofee

Break

Morning /

Aternoon

2 hea!"2

#ight

4 $nack$

%M 1290&00'er $e$$ion

Table (: Pri6ing 78ll da9 4eminar a6;age 7or 1 er4on4 and beloE#I#$+

30 4ersons an a-o6e

LUNCHCOFFEEBREAK

SNACKTOTALSNACK

MENU PRICE(++)

1Lunch

1 CofeeBrea

1 hea!"

# $%&h'

nac

RM *,--.er .eron

1 Lunch1 Cofee

Break

1 hea!

1 #ight 2 $nack$

%M 59&00 'er'er$on

(oLunch

1 CofeeBreak

1 hea!

2 #ight3 $nack$

%M 47&00 'er

'er$on

(oLunch

1 CofeeBreak

1 hea!

1 #ight 2 $nack$%M 45&00 'er

'er$on

/// BOL0 (r' co$u2n)3 4or .u5$%h

Table : Pri6ing hal7 da9 4eminar a6;age 7or 30 er4on4 and abo?e

HALF DAY SEMINAR PACKAGE

)MOR#I#$ = ATER#OO# = E>E#I#$+1( 4ersons to 27 4ersons


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LUNCHCOFFEEBREAK

SNACKTOTALSNACK

MENU

PRICE (+

+)

1 Lunch 1 CofeeBreak

1 hea!

2 #ight 3 $nack$

%M 72&00'er 'er$on

1 Lunch1 Cofee

Break

1 hea!

1 #ight 2 $nack$

%M 70&00'er 'er$on

(oLunch

1 CofeeBreak

1 hea!

2 #ight 3 $nack$

(oLunch

1 CofeeBreak

1 hea!

1 #ight 2 $nack$

Table /: Pri6ing hal7 da9 4eminar a6;age 7or 1/ er4on4 to 2- er4on4

HALF DAY SEMINAR PACKAGE ( Roo ! " # $"ORNING : AFTERNOON : E;ENING#

18 4ersons an -elo9

LUNCHCOFFEEBREAK

SNACKTOTALSNACK

MENU PRICE(++)

1 Lunch1 Cofee

Break

1 hea!

2 #ight 3 $nack$

%M 900&00'er $e$$ion

) *u+,ectie -

1 Lunch1 Cofee

Break

1 hea!

1 #ight 2 $nack$

%M 880&00'er $e$$ion

) *u+,ectie -

(o Lunch1 Cofee

Break

1 hea!

2 #ight 3 $nack$

%M 820&00

'er $e$$ion) *u+,ectie -

(o Lunch1 Cofee

Break

1 hea!

1 #ight 2 $nack$

%M 820&00

'er $e$$ion) *u+,ectie -

Table ,: Pri6ing hal7 da9 4eminar a6;age 7or 1 er4on4 and belo


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