Presentation Practical

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MOHD FAADHILASYRAF BIN MAHRUZAMAN

17DHK08F1011

THE DATAI LANGKAWI



THE DATAI LANGKAWI

f LOCATED ON THE NORTHWESTERN TIP OF LANGKAWI ISLAND,.

f IT SURROUNDING BY NATURAL RAINFOREST.

f OPENING ON 29TH OCTOBER 1993.

f

MANAGE BY GENERAL HOTEL MANAGEMENTS LTD (GHM).f HAS 122 UNITS ROOM WITH DIFFERENT CATEGORIES .

f HAVE 4 LUXURY RESTAURANT.

f FACILITIES: THE SPA, G-SHOP, HEALTH CLUB, MEETING ROOM,AND ELSE.

f GM- MRS. ELEANOR HARDY & EAM- MR. GUIDO FARINA.

f HAVE 9 DEPARTMENT INCLUDED KL SALES OFFICE.

f



INDUSTRIAL TRAINING

HOUSEKEEPINGDEPARTMENT

FRONT OFFICEDEPARTMENT

FOOD &BEVERAGE

DEPARTMENT



HOUSEKEEPING DEPARTMENT



HOUSEKEEPING DEPARTMENT

EXECUTIVEHOUSEKEEPER

EXEC. ASST.HOUSEKEEPER

ASST. HOUSEKEEPER LAUNDARY MANAGER

POOL ATTENDANTS

HK/POOL/ GARDENERSUPERVISOR

HK CLERK HK ATTENDANTS GARDENER

STAF HOUSINGATTENDANTS



ATTRIBUTES OF HOUSEKEEPING STAFF

f HONESTYf This is a very essential attribute for housekeeping staff and especially

among the room attendants, as they have access to all guest rooms.

Sometimes very valuable guest belongings are found lying around in the

room which may arouse temptation.

f GROOMINGf Floor and public area supervisors, room attendants and housekeeping

staffs that are in constant guest contact should be well groomed at all

time. The uniform should be crisp, cleaned and pressed. Lady staff shouldwear minimum jewelry, light make-up, light perfume, hair properly tied in

to a bun and low heeled shoes.f PERSONAL HYGIENE

f Housekeeping staff must take bath regularly; fingernails should be short

and should ensure that no body or mouth odor is present. Any

transferable disease must be reported immediately.



PHYSICAL FITNESS

f It requires the strong physical constitutions to meet the demand of housekeeping job as the nature of this job itself is more manual and requires

long hours of standing.f TACTFULNESS AND DIPLOMACY

f Often guest may comfort or facilities or services that are outside themanagement policy. It takes a lot of tact and diplomacy alone that candiffuse such a situation

f COURTESY

f Floor and public area supervisors, room attendants and housekeeping staffsare constantly in contact with the guests. They should always greet the guestwith smile. If any guest requests for some extra service or the other housekeeping services it should be done with politeness and charm.

f CO-OPERATION

f Co-operation among the housekeeping staff and among the other departmentis a must because it is teamwork. It they fail to prepare departure room or report the lost and found or fail to report about the mini bar item that mightcan cause some problem in hotel revenue and image too. Or if they do notsupport room service depart; it would be impossible to run a quality hotel.

f



RESPONSIBILITYf Taking the responsibility of cleanliness, comfort and safety of entire

hotel. This department carries out great responsibility as it being an eye

and ear of the management and the backbone of the hotel.

f This department makes a room appealing as well as keeps the aesthetic

value of the entire hotel. The housekeeping department is also

responsible for providing guest room supplies and amenities for the

convenience of the guest.

f The main mission of Housekeeping Department is to:

*provide a clean interior to upgrade room sales

*protect the owner¶s investment



JOB ASSIGNED

f LINEN

f LAUNDRY

f CLERK

f

POOL ATTENDANTf HOUSEKEEPING ATTENDANT :

* ROOM ATTENDANT

* TURNDOWN ATTENDANT

f PUBLIC AREA

f HOUSEKEEPING SUPERVISOR



FOOD & BEVERAGE DEPARTMENT

BEACH CLUB RESTAURANT



FOOD & BEVERAGE DEPARTMENT

RESTAURANTMANAGER

SUPERVISOR

ASST. MANAGER

CAPTAIN

SENIOR CAPTAIN

WAITERS

SENIORWAITERS



RESTAURANT PERSONNEL RESPONSIBLE

f Preparing for service.

f Greeting guests

f Taking the order

f

Serving the orderf Creating a friendly atmosphere where guests can enjoy themselves.

f Completing service

f Helping co-workers as needed.



SEQUENCE OF SERVICE

f Greet the guests.

f Escort guests to the appropriate table.

f Take the cold towel and also give menu and wine list to guest.

f Taking the order and describe specials.

f Repeat the guest order and state to captain order.

f Server takes beverage order starting with eldest lady guest andcontinuing clockwise around table.

f Present beverages on the right side of the guest with the right hand.

f Serving the meals with left hand and from the guest's left. Travel

counter-clockwise around the table, beginning with the eldest woman

first.



SETTING AND COVER

f Lunch- Ala Carte

*Lights Mediterranean, Asian Cuisine, Grilled Seafood and Daily

Specials.

f Dinner- Buffet

*Malaysia Night

*Seafood and Fish Market

*Italian Night

*South East Asian

*Mediterranean Night

Romantic Dinner/ Private Dinner

*Malaysia Menu

*Fish and Seafood Menu

*Mediterranean Menu

*Classical Menu

*Vegetarian Menu



FRONT OFFICE DEPARTMENT



FRONT OFFICE DEPARTMENT

FRONT OFFICE MANAGER ASST.FRONT OFFICE

MANAGER

CHIEF CONCIEGEASST. MANAGER GUEST RELATIONMANAGER

SUPV/OPERATOR

SUPV

RECEPTIONIST

RESERVATION

MANAGER

RESERVATIONIST

OPERATOR

CAPTAIN



FRONT OFFICE

FIRST IMPRESSION INFORMATION CENTER



MAIN FUNCTION

f To allot the room to the guest, called as check-in.

f To maintain the room records for reservation and allocation.

f To collect the room charges and other miscellaneous charges forvarious services used by guest during his/her stay at the hotel, at the

time of departure of guest.

f To take advance booking for rooms.

f To handle the phone calls of hotel.



GUEST CYCLE

Pre arrivalphase

Arrivalphase

Occupancyphase

Departurephase



TASK

f Pre-arrival

f Reservations

f reservation

f identification of source of business

f prepayment

f other pre-arrival activities e.g. preregistration,

f pre-assignment

f Arrival Registration

f identification of guest status

f registration

f room assignment

rate assignment

establishment of credit

creation of guest account

issuing of room key

rooming of guest



f Occupancy

f Occupancy of Room

f updating of room status

f room/rate change

f cashiering activities

f communication with other departments

f maintenance and auditing of accounts

Departure

Settlement and Check-out

settlement of guest accounts

collection of room keys

updating of room status

communication with other departments

creation of guest history

follow-up on late charges

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Presentation Practical