Jumat, 01 April 2011

report in Hotel malaysia


ACKNOWLEGEMENT

            In this good oppurtunity, the writer say thanks to our God. Because thy stil blessing and wonderful mercy so that the writer was able to finish the technical training program at Sunway Lagoon Kuala Lumpur
            In this report, the writer is reqired to felfiil the program which have been specified by the students of Medan Hotel School, beside that, this reporting also as a proof that the writer has been successful in finishing the training.
            Therefore, I would like to express my special thanks to :
1.      Mr. Daniel Sihombing Am, Par. SE, foundation of  MHS
2.      Mr. Aaron Soon, as Chief Excutive Offiecer in Sunway Lagoon.
3.      Afrizal, as senior excutive Entertaiment
4.      To all mentor who had helped  and mentor the writer in finishing the report
5.      To all the writer writer’s parents who had supported the writer starting of the material and supporting.
6.      To all friends of MHS who had helped th writer to finish this report
            The writer,  realizes that this repot ins’t perfect yet. As we hope, so haveby be very glad to receive the suggestion and crities in developing and compliments this reporting.
Medan,     february 2010
                                                                                                The writer

    ( Fredi alfret gohae. )
                                                                                          Nim : 200830003


TABLE OF CONTENT

 




ACKNOWLEDGMEN      …………………………………………….     i
TABLE OF CONTENT       …………………………………………...    iii

CHAPTER I:            INTRODUCTION

1.1              Background of Training …………………….......      1
1.2              Description of Training …………………………      2

CHAPTER II: GENERAL DISCRIPTION OF HOTEL

2.1        Introduction .........................................................      3
2.2        History of Place ………………………………...      3
2.3        The History  of Park …………………….………     4
2.4        Theme Park  Facilities  …………………………       4
2.5        Public  Facilities ………………………………..       7
2.6        Organization chart ………………………………     9

CHAPTER III: ACTIVITIES DURING TRAINING

3.1              Introduction ...........................................................    10
3.2              Job Description ………………………………….     11
3.3              The Writer’s Activity During Training  ………..       12
3.4              Relation with Other Section…………….……….     12
3.5              Facilities or Activities Of  Entertainment Department….13
3.6              Organization Chart on Entertainment…………..       16
CHAPTER IV CONCLUSION & SUGGESTION
4.1              Conclusion ……………………………………..       17
4.2              Suggestion …………………………………….        18






CHAPTER 1
INTRODUCTION

1.1  Background of Training
Job training is one of the activities which give students the opportunity to get direct experience in the company and would increase their professionalism.
Industrial training may help students to develop their tourism knowledge. With the knowledge gained from Tourism Academic of Medan Hotel School, the writer could practice directly in the hospitality industry especially in hotel management. Basically the purpose of this training is to train students to become a professional worker.
Nowadays, tourism is a very important aspect in generating a country’s revenue. It is used as a bridge to develop and grow the country’s economy. Many hotels are built close to the tourist spots. These places attract foreign travelers which will then spend their time and money which result to the country’s income. One good example is Berjaya Times Square Hotel & Convention Centre (BTSH) where the writer did his practical training. BTSH is one of the in famous hotels in Kuala Lumpur, Malaysia.
The writer was very proud to have the chance to do his training in overseas, especially in BTSH Malaysia. By doing practical training there, the writer gained a lot of experience and able to meet many people from all over the world. Further details on the job training will be explained in the next part in this report.
The industrial training is a good chance for the writer to apply his skills in hotel management. It enables the writer to experience the real-life industry and also to improve his English and learn to adapt to the new society.
The writer hopes that the knowledge gained from the industrial training in BTSH will be useful as a capital to compete with others in the related industry.

1.2  Description of Training
The writer’s training started from January to July 2007 in Berjaya Times Square Hotel Kuala Lumpur, Malaysia. The writer worked in 2 (two) departments which are Housekeeping department and Front Office department at reservation. However, the writer would focus more on the experience in Housekeeping Department as a Room Attendant.
While being trained as a Room Attendant, the writer has learnt on how to prepare the room which is comfortable and enjoyable for the guess. The writer has to follow the Standard Operationing Procedure of the hotel as guidance especially at Housekeeping Department. 
Housekeeping Department consists of Clerk or Housekeeping Operator, Floor Supervisor, Linen Attendant (Runner), Room Attendant, and Public Area.
Basically, Room Attendant must know how to handle guest’s inquiries inside the room. Besides, as universal knowledge, he must know how to set up the bed and prepare the room which is clean and complete hence satisfy the guest.
Furthermore, the writer will explain all the activities during the training period in Berjaya Times Square Hotel Kuala Lumpur in more completely in the next chapter.






CHAPTER II
GENERAL EXPLANATION

2.1       History of Place
Berjaya Times Square Hotel and Convention Center is located right on the heart of the Golden Triangle of Kuala Lumpur at Jalan Imbi No.1. The distance from the Kuala Lumpur International Airport (KLIA) is about 75 Km which takes about an hour drive. Whereas, Kuala Lumpur Central Station (KL Sentral) is 4 Km away and it takes 6 minutes only to reach by KL Monorail.  There are many star hotels and shopping centres around that area such as Plaza Berjaya, Imbi Plaza, Sungei Wang, Amoda, Pavillion, and etc.

2.2       History of Hotel
            Berjaya Times Square Hotel and Convention Center was opened in 29th September 2003. It consists of 2 (two) towers which are East Tower and West Tower. Starting from level one to level thirteen is used as shopping complex. It has 45 floors in total counted from the lower ground. Both of the towers have 1146 rooms which are located on level 14 onwards. It is adjoined to Times Square, with a plentiful selection of seven different types of suites ranging from the modestly proportioned Studio Suite to the two-bedroom Brooklyn Suite. The 44th floor is used for penthouse and on there is a helipad on the top of the East Tower. There are 14 major thrilling rides at the indoor theme park to a wide range of 900 retail shops plus IMAX 3D and 2D theatre, 9 Cineplexes, 65 food and entertainment outlets are also available all under one roof.
Berjaya Hotel & Convention Center with other leisure resort is under Berjaya Land Berhad (201765-A) which is a subsidiary of Berjaya Group of Companies, a public listed Malaysian conglomerate. At present, the group operates 18 local and international hotels and resort which is growing. Berjaya Group also owns and manages premier country clubs, 12 premier hotels and resorts and also several up market condominiums and service suites in Malaysia.

2.3       Hotel Classification
            According to the classification, Berjaya Times Square Hotel & Convention Center can be categorized as follows:
           
2.3.1 According to the hotel location
            Berjaya Times Square Hotel & Convention Center is located in the heart of Kuala Lumpur’s central district. The KL Monorail stops just right in front and linked to Times Square. By taking KL monorail, it takes 6 minutes to KL Sentral Station and it is about an hour drive from Kuala Lumpur International Airport (KLIA). It is an excellent location for key conferencing and banquet functions. BTSH also has a spectacular view of the city skyline especially at night; therefore guests may enjoy the view of beautiful glittering city lights from their rooms. Guests can also witness the in famous Petronas Twin Towers from the heli­-pad in some selected rooms.



2.3.2 According to the star
            Berjaya Times Squares Hotel & Convention Center is classified as five stars hotel because it has more than 1000 rooms and due to the facilities which fulfill the required standard.

2.3.3 According to the room
This hotel has 900 suites rooms with the types as follows:
Type
Suite Category
Sq Ft
Sq M
B
Studio Suite
550
51.0
E
Standard Suite
578
23.7
C
Superior Suite
612
56.8
D1
Deluxe Suite
634
58.9
D
Premier Suite
665
61.8

NYC Suite
915
85.0
A
Brooklyn Suite (2 Bedrooms)
1070
99.4

All suites have individual controller with air-conditioning, a living room and a dining room, long bath and separate shower area, a 29-inch color television, IDD telephone line, a stereo with CD/ VCD functions, a mini refrigerator and a coffee/ tea-maker. BTSH Kuala Lumpur also has three kind of Penthouse as follows:
a.       Penthouse no P-05 (Royal Suite) – 3,831 sq ft
b.      Penthouse no P-07 (Ambassador Suite) – 3,799 sq ft
c.       Penthouse no P-01 (Empress Suite) – 3,799 sq ft
2.4 Hotel Facilities
            Berjaya Times Square & Convention Centre is a premier 5-star hotel. It offers good facilities as follows:
2.4.1 Food and Beverage Facilities
                        2.4.1.1 Big Apple Restaurant
                                    a. Buffet (180 packs)
Guests can enjoy represented typical food amongst Western food, Malay food, and Chinese food. During buffet, many kinds of salads and cakes are also provided. The varieties of fruits are changing everyday.
Operation hours:
Breakfast:        07.00 am to 10.30 am
Hi-tea:             12.30 am to 00 00 pm

                                    b. Ala Carte
Providing cookery assorted choices: Local & Western cuisine, Italian delight, Thai temptations, appetizer and inspired dessert assorted ice cream and cakes. In Ala Carte, guests need to order food from the waiters. These waiters are skillful employees with good command of English and some of them speak Chinese too.
                        2.4.2 Banquet Facilities
Berjaya Times Square provides conference and facilities as follows:
                                    2.4.2.1 Manhattan Ballroom
                                    2.4.2.2 Seven (7) meeting rooms or Bronx (I-VI)
                        2.4.3 Accommodation Facilities
                                    2.4.3.1 Separate living and dining area
                                    2.4.3.2 Controlled air-conditioning
                                    2.4.3.3 Bathroom with separate shower, long bath and bidet  
                                    2.4.3.4 A 29-inch colour television
                                    2.4.3.5 Mini stereo with CD/ VCD functions
                                    2.4.3.6 Mini refrigerator
                                    2.4.3.7 Coffee/ tea-maker
                                    2.4.3.8 IDD telephone line
                                    2.4.3.9 Individual controlled air-conditioning
                                    2.4.3.10 Internet access (in selected rooms)
                                    2.4.3.11 Laptop size in-rooms safe (in selected rooms)
                                    2.4.3.12 Hair dryer
                                    2.4.3.13 Holy Bible
                                    2.4.3.14 Satellite broadcast (in selected rooms)
                                    2.4.3.15 Sofa bed (in selected rooms)
                                    2.4.3.16 Iron and ironing board (upon request)

                        2.4.4 Recreational Facilities
                                    2.4.4.1 Fitness center
                                                Located on level 15 at Tower B
                                                Operation hours are from 07.00 am to 10.00 pm
                                                (Free of charge for In-house guest)
                                    2.4.4.2 Steam and Sauna room          
                                                Located on Level 15 at Tower A
                                                Operation Hours are from 08.00 am to 10.00 pm
                                    2.4.4.3 Swimming Pool
                                                Located on level 15 at along both towers
                                                Operation hours are from 08.00 am to 10.00 pm
                                    2.4.4.4 Squash Courts
                                                Located on level 14 at Tower A
                                                Operation hours are from 08.00 am to 10.00 pm
                                    2.4.4.5 Kids Playground
                                                Operations hours are from 08.00 am to 10.00 pm
2.4.5 General Services & Facilities
                                    2.4.5.1 Security and Closed Circuit TV with 24-hours surveillance
                                    2.4.5.2 24-hours Concierge
                                    2.4.5.3 Limousine Services
                                    2.4.5.4 Car Rental
                                    2.4.5.5 Business Centre
                                    2.4.5.6 Laundry, dry cleaning & pressing
                                    2.4.5.7 Parcel & postal service
                                    2.4.5.8 Foreign currency exchange
                                    2.4.5.9 Kiblat sign for Muslim guests
                                    2.4.5.10 Major credit cards accepted

                        There are some discount facilities on selected credit cards and member
clubs in 2006-2007 as follows:
2.4.5.11 American Express (valid till 31 December 2006) card    holder is
entitled for 25% discount on food and beverage excluding     tobacco,
alcohol, weekday buffet and special promotion.
2.4.5.12 Hong Leong Bank (valid till 30 June 2006) card holder is entitled
for 25% discount on food and beverage excluding tobacco,  alcohol, and promotional items.
Hotel room package at RM280++ for 1 bedroom studio or   standard suite including 2 breakfasts (additional Rm30++ upgrade to each category)
Hotel room package at RM580++ for Brooklyn suite including 4 breakfasts
2.4.5.13 Public Bank (on going till further notice) car holder is entitled for
25% discount on food and beverages excluding tobacco, alcohol  and promotional items.
Hotel room package at RM240++ for 1 bedroom studio standard suite including 2 breakfasts
2.4.5.14 Visa Platinum (valid till 30 June 2006) car holder is entitled for       
25% discount on food and beverages excluding tobacco, alcohol  and weekday buffet.  
Hotel room package at RM240++ for 1 bedroom Studio or Standard Suite only and including 2 breakfasts
                        2.4.5.15 BTSHCC Privilege Card (ongoing till further notice)
                                    2 person dining – 50% discount on food and beverage excluding
                                    tobacco, alcohol and promotional items.
                                    3 person dining – 30% discount on food and beverage excluding
                                    tobacco, alcohol and promotional items.
                                    4 person dining – 25% discount on food and beverage excluding
                                    tobacco, alcohol and promotional items.
                                    5 person dining – 20% discount on food and beverage excluding
                                    tobacco, alcohol and promotional items.
                        2.4.5.16 On card – The Buffet Club (ongoing till further notice)
20% discount on food and beverage excluding tobacco, alcohol and promotional items. Offer is not valid on Christmas Eve, Christmas Day, New Year’s Eve, Valentine’s Day and Mother’s Day.
                        2.4.5.17 Berjaya Staff (valid till 31 March 2007) Room only
                                    Studio/ Standard: RM198++ (additional RM30 nett to upgrade to
each category)
Brooklyn:        RM448++
20% discount on food and beverage excluding tobacco, alcohol and promotional items. Valid upon presentation of staff ID.
            2.4.6 Berjaya Times Square Shopping
                        2.4.6.1 Malaysia’s first IMAX 3D and 2D theatre
                        2.4.6.2  1 Major department store
                        2.4.6.3 1 Supermarket
                        2.4.6.4 9-screen Cineplex
                        2.4.6.5 12 levels of leisure, entertainment and shopping complex
                        2.4.6.6 14 major rides at the indoor theme park
                        2.4.6.7 20 tour coach bays
                        2.4.6.8 47 elevators
                        2.4.6.9 56-lane bowling alley center
                        2.4.6.10 65 cafes, bistros, restaurants and fast food outlets
                        2.4.6.11 162 escalators
                        2.4.6.12 900 retail outlets
                        2.4.6.13 4500 car park bays
            2.4.7 Clinic
                        It is the place for the guests and staffs for checking-up their health and has
the medicines. Price is applied on terms and conditions.
Operation Hours: Monday to Friday 09.00 am to 10.00 pm.Clinic closed on Saturday,Sunday and also on Public Holiday.For staff Berjaya Times Square and Convention Center have to present their ID card and also give them a medical slip,which is already signed of head department.

CHAPTER III
ACTIVITIES DURING TRAINING

3.1       Introduction
            Activities during training at Housekeeping Department will be further explained in this chapter in more details. The position as Housekeeping Attendant is constantly challenging, therefore the writer needs to adapt and carry out his tasks effectively and efficiently. The job description which will be explained is closely related to any job position in this field especially in Berjaya Times Square Hotel. However, the management seeks the understanding of incumbent to allow some percentage of varities on the performance and execution of the job functions as needed by the property.
            Having understood the contents of the job description of a housekeeping attendant, the writer shall sign bellow accepting the same treatment and work together with the management and organization of Berjaya Times Square & Convention Center for a rewarding and successful future.

3.2       Job Description of Waiter
            Basically, a Room Attendant must ensure that he/she meets the organization’s expectations. Additionally, cleaning occupied rooms and ensuring guest’s satisfaction on a daily basis is part of the tasks. Hence, the following are the guidance principles being a room attendant:


3.2.1    How to clean an occupied room
            3.2.1.1 Prioritize the room with make signs. If there is a DND sign, follow-up
with your supervisors so that they can contact the guest between 1 to 2 pm to check with them on the status of the room.
3.2.1.2 Ring the bell at the door once, followed by appropriate greeting, say this is
your Room attendant (state your name), and ask the guest whether they need us to clean the room.
3.2.1.3 Open the door wide and block the cart. Place the key with energizer in the
holder close to the entrance door to switch on the lights and air conditioning.
            3.2.1.4 Adjust the thermostat control to the standard temperature.
            3.2.1.5 Open wide the curtain.
            3.2.1.6 Strip the bed.
            3.2.1.7 Collect all trash and clean table ashtray.
            3.2.1.8 Collect any service tray, dishes and call Room Service to pick up.
            3.2.1.9 Make the bed using fresh linens.
            3.2.1.10 Wipe out dust and replenish supplies.
3.2.1.11 Wash drinking glasses, refill cold water in jug & replenish mini bar
   consumption.
            3.2.1.12 Vacuum carpeted floor.
            3.2.1.13 Clean the bathroom bowl, bathtub, sink, etc.
            3.2.1.14 Wipe the bathroom dry including fixtures.
            3.2.1.15 Spray the room with air freshener.
            3.2.1.16 Close the curtain.
            3.2.1.17 Check maintenance deficiencies and report to the supervisor.
            3.2.1.18 Take a last glance of the room if everything is in proper order and
   nothing is missing in the room.
            3.2.1.19 Remove the key in the energizer holder, return back the make up sign
   into its original position.
            3.2.1.20 Close the door gently and proceed to the next room.
3.2.2    How to clean a check-out room
            3.2.2.1 Switch on all lights, to check if they all are working
3.2.2.2 Check if mini bar consumption (if such service is provided) of the
previous guest has been reported. If there is any, report to Housekeeping/ Front Office cashier for necessary late charges.
            3.2.2.3 Check if the guest left the safety deposit locked. Advise your supervisor so
they can coordinate with Front Office Manager for necessary action.
            3.2.2.4 Open the blackout curtain.
            3.2.2.5 Collect and place all the rubbish into a plastic bag. Wash and wipe dry the
 waste bins and return to their proper places.
            3.2.2.6 Collect all used glasses, ashtray and bring them to the bathroom sink for
washing.
            3.2.2.7 Strip the bed (replace bed pad and duvet with stain only). Place duvet and
pillows.
            3.2.2.8 Bring soiled linens to cart’s canvas and prepare to make the bed.
            3.2.2.9 Do the dusting and replenish bedroom supplies.
            3.2.2.10 Wash used drinking glasses, refill jug with cold water and clean table
   ashtray then return them to its original set up.
            3.2.2.11 Vacuum carpeted floor and clean the bathroom then wipe dry the
   bathroom including the fixtures.
            3.2.2.12 Replenish solid towels and bathroom amenities.
            3.2.2.13 Check maintenance deficiencies and report to your immediate supervisor
   for proper and immediate action.
            3.2.2.14 Take a last glance of the room if everything is in proper order.
3.2.3    How to make a bed
            3.2.3.1 Check the bed skirting whether it is in proper place and clean.
            3.2.3.2 Arrange the bed pad on the center of the bed mattress.
            3.2.3.3 Pull the bed away from the head board to have access in moving anywhere
around the bed.
            3.2.3.4 Spread the first sheet on top of the mattress with the underside (hemline)
 nit in reverse and the sheet edges are equally hanging in four sides.
            3.2.3.5 First tuck in the top edge in between the back spring and mattress (near the
headboard), then fold firmly (envelope style) on both sides (left and right).
            3.2.3.6 Pull firmly the bottom edge of the sheet and then tuck in from both sides.
            3.2.3.7 Spread the second sheet with the reverse under side (hemline) on the bed.
The top edge of the sheet should be leveled evenly in the edge of the mattress head.
            3.2.3.8 Spread the duvet with the fresh cover on top of the sheet, approximately
six inches away from the headboard.
            3.2.3.9 Fold the top of the second sheet approximately two inches then fold again
to cover the duvet.
            3.2.3.10 Tuck in both sides along the head portion allow one side to tuck in half
                        portion only (esp. the portion near the light or side table) for the purpose
of opening the bed during turn down service.
            3.2.3.11 Pull firmly the sheets and duvet at the foot of the edge of the bed, then
  tuck in tightly including the two sides.
            3.2.3.12 Change the cases of pillows and place near the headboard of the bed.
            3.2.3.13 Spread the bedcover and tuck in the pillows to the bedcover.
            3.2.3.14 Push the bed back in its original against the wall/ headboard. Ensure that
  the bedcover hangs evenly on both sides and feet of the bed.

3.2.4    How to set-up Room Attendant’s cart
            In order to present an orderly and well-arranged cart on the floor and organize the work all Room Attendants must follow the procedure. The procedure in arranging guest amenities or stocking guest supplies good for six (6) rooms and replenish lunch on top of organizer box are as follows:






  1. 4 rolls toilet papers
c. 4 box facial tissues
e. 12 bottle conditioners
g. 12 bottle moisturizers
i. 12 bottle shampoos
k. 12 bottle bath foams
m. 12 pkt. Cotton balls & tips
o. 12 pcs toothbrushes
q. 12 pcs shower caps
s. 12 pcs shavers
u. 12 nos. soap
w. 6 sewing kits
b. 1 candleholder
d. 2 ashtrays
f. 2 drinking glasses
h. 6 ball pens
j. 2 stationery folder
l. 12 stationery paper
n. 3 hotel magazines
p. 3 service directories
r. 12 breakfast menu/ doorknob menu
t. 12 envelopes
v. 6 notepads
x. 6 utility bags

Arrange properly the following folded linens and towels in shelving of cart:
  1. 12 bed sheets
  2. 12 pillowcases
  3. 12 bath towels
  4. 12 hand towels
  5. 12 face towels
  6. 6 bath mats
  7. 6 duvet covers (3 for king size, 3 for twin size)


Arrange the following cleaning supplies in a plastic pail:
  1. Sponge/ scouring pad
  2. Toilet bowl brush
  3. Rags (glass/ dust cloth)
  4. Rubber hand gloves
  5. Window squeeze
  6. Atomizer for: air freshener, glass cleaner, furniture polish and disinfectant.
Install clean linen and trash canvas in both corners of the cart.
  1. Place a plastic trash bag in trash canvas.

3.3       The Writer’s Activity During Training
            The writer’s activities during training in Berjaya Times Square Hotel & Convention Center as a room maid and the terms used are as follows:
            3.4.1 Occupied Cleaning: room with guests but still in good shape.
            3.4.2 Occupied Dirty: room with guests and in a state of dirty.
            3.4.3 Vacant Dirty: room in empty status which is dirty.
            3.4.4 Vacant Cleaning: room in empty status and in a state of clean and tidy.
            3.4.5 Expected Departure: room which is still occupied by guests who are
         checking out immediately.
3.4.6 Expected Arrival Dirty: room with booked status but still in a dirty state.
3.4.7 Do Not Disturb (DND): room with guests resting.
3.4.8 Double Lock: room which is locked from within room which needs
         additional key which is available at room’s door.

3.4       The Writer Solving Problem
            During the training in Berjaya Times Square especially in the Housekeeping Department the writer encountered some problems. However, since the writer was trained by the senior staff, fortunately all problems could be handled at that time. For instance, sometimes there are some guests which don’t feel satisfied with the service. This happen when there is not enough equipment which is needed in the room, therefore the writer must know how to speak politely and apologize properly and hence to please the guess.
            At other time, there are some trainees who do not obey the rules during their duties. For instance, not being punctual on working time and being playful while doing their tasks. The writer realized that those attitudes are not good and need to be changed in order to become a good trainee. The writer also realized that all the responsibility given must be done with pleasure and passion in order to achieve something better in future.

3.5       Relation with Other Section
            In the hospitality industry, keeping good relationship is a very important aspect, be it with our own department partners or other departments’ staffs. Having good cooperation with other is an advantage. Housekeeping Department is keeping good relationship with some other departments such as:
           


3.4.1    Front Office Department
                        The Front Office services always informs to the Housekeeping  Department concerning the arrival, room changes, departures, and maintains a detail up to the minute inventory of rooms and occupancies.
            3.4.2    Food and Beverage Department
            The room boy/ maid give information to the Food and Beverage Department about the dirty service equipment from the guest rooms. So the waiter/ waitress can clear up the dirty service equipment from the guest room or corridor.
            3.4.3    Maintenance Department
            Room maid gives information to the maintenance department about the broken equipment in the hotel. So that the maintenance department can maintain and repair all installations, equipment, machines, building, and other hotel properties.
            3.4.4    Security Department
            The security has the main function in keeping the stabilization in the hotel especially around the guess rooms.
3.6       Differences with Theory
            Although the writer is majoring in Academic of Tourism for Diploma, there is not much different between training in Berjaya Times Square Hotel & Convention Center and the theory which has been learnt from college. Therefore, during the training the writer could apply all the knowledge into real working experience. With the help of the knowledge gained in college, the writer was able to complete the tasks and duties given during training. Besides, all the staffs have also participated and given guidance and responsibility in completing the tasks given.

3.7       The Organization Chart of Housekeeping Department






CHAPTER IV
CONCLUSION AND SUGGESTION

4.1       Conclusion
            In this chapter, the writer will give out the conclusion during the 6 months training in Berjaya Times Square Hotel & Convention Center Kuala Lumpur, Malaysia. Those conclusions are as follows:
            4.1.1 Berjaya Times Square is a five-star hotel in Kuala Lumpur, Malaysia which
         is accredited as Five Star Hotel.
4.1.2 Most of the guests are from the Middle East, Australia, India, Pakistan,
                     China, Singapore, North America, and Indonesia.
            4.1.3 Training is one practical study to build up a professional worker for future
         use especially for the hotel management industry.
4.1.4 The writer could maintain the job especially in Housekeeping Department
          on how to follow the rule of Standard Operational Procedure in Berjaya 
          Times Square Hotel Kuala Lumpur, Malaysia.
4.1.5 The writer is very proud to have the chance to do job training overseas.
4.1.6 Have a good team work with the staffs to make job easier.
4.1.7 Every complain and problem faced during training must be solved in a good
         way.



4.2       Suggestion
            The writer has some suggestions that  will be useful in the future, some of them are as follows:
            4.2.1 All departments must have a good connection. As in the hospitality industry service is the number one important aspect, the management entertaiment should set up a competitive environment which will make the employees to perform better in serving the guests in future.
            4.2.2 Manager of Entertaiment Department should  accept all  comments from  his staff on what the entertaiment  is doing. This will be make the staff feel apreciated.
            4.2.3 All the staffs must be responsible with their given duties/ tasks to make caracter.
            4.2.4 Try to accept differences that you encounter in the job training.
            4.2.5 The supervisor of Housekeeping must be able to keep a good relationship
                     with his team and gain their respects.



           

           




ON JOB THE TRAINING
IN
SUNWAY LAGOON THEME PARK
MALAYSIA














By:
FREDI ALFRET GOHAE
Nim : 200830003

AKADEMI PRIWISATA
MEDAN HOTEL
SCHOOL

JL. A. H. nasuton komp. Griya Milala Mas Blok A No. I  Medan
Telp: 061-7852956




           

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