1.1 INTRODUCTION 1.1.1 MARRIOTT INTERNATIONAL
Figure 1: Marriott Logo JW Marriott is an exquisite brand which belongs to Marriott International, named after Mr John Willard Marriott, the Chairman and Chief Executive Officer (CEO) of the Marriott International. JW Marriott is recognized and specially tailored as an upscale brand of hotels under the group, and headquartered in suburban Maryland, United States. The earliest history of Marriott started when Mr J.Willard Marriot and his wife opened a root beer stand in Washington D.C back in year 1927. The successful story continues by expanding their enterprises into a chain of restaurants and introducing ―in-flite‖ catering which later becomes a phenomenon in airline industries. They later opened the Marriott first hotel which is The Key Bridge Marriott in Arlington, Virginia . Their son was named as the current Chairman and Chief Executive Officer, J.W. (Bill) Marriott, Jr. and has led the company to spectacular worldwide growth. Today, Marriott International has about 3,150 lodging properties located in the United States and 67 other countries and territories. Marriott International is a group of brands which is well-known for its unique products and services offered all over the world. Their product varies from Full Service, Selected Service, Extended Stay and others. Marriott International is inferable when it comes to their brand, which is guaranteed luxury and tremendous experience both dining’s and stays. There are numbers of brands under the Marriott flagship, each with own kind of style and tailored to achieve maximum satisfaction. Below are the brands that Marriott International offers;
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Full Service Lodging Marriott Hotels & Resorts JW Marriott Hotels & Resorts Renaissance Hotels & Resorts Marriott Conference Centers Ritz-Carlton Hotels & Resorts BULGARI Hotels & Resorts Edition Hotels & Resorts Autograph Collection Hotels & Resorts
Select Service Lodging Courtyard by Marriott Fairfield Inn by Marriott SpringHill Suites by Marriott
Extended Stay Lodging Residence Inn by Marriott TownePlace Suites by Marriott Marriott ExecuStay Marriott Executive Apartments
Timeshare Marriott Vacation Club International (MVCI) Marriott Grand Residence Club The Ritz-Carlton Club The Ritz-Carlton Destination Club
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1.1.2 YTL HOTELS
Figure 2: YTL Hotels Logo
The JW Marriott Kuala Lumpur is franchised from Marriott International by YTL (Yeoh Tiong Lay) Corporation, under its subsidiary YTL Hotels & Properties Sdn Bhd which took over the management of the old hotel in Bukit Bintang in the year of 1996 and transformed it to the most happening hotel in the Kuala Lumpur Golden Triangle. YTL Hotels then required The Ritz Carlton Kuala Lumpur and launched the luxurious all-suite Residence at The Ritz-Carlton Kuala Lumpur which believed have added the luxurious living and fine life at Bintang Walk, and represent all that best in an urban neighborhood. YTL Hotels is synonym of their ownership and manages a stellar collection of internationally renowned, award-winning hotels and resorts throughout Malaysia. Each enterprise is unique, featuring impressive services, accommodations, and facilities. Each has won its acclaim for its ability to cater precisely to the needs of its customers.
YTL Hotels also owns the highly praised Vistana chain in Malaysia, a luxury middle classed hotel which focused and specially designed as moderate priced hotels catered on the need of business travellers in this rapid changing world nowadays. The colorful story continues when YTL Hotels started to expand their wings to international market by opening world-renowned properties all over the world.
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YTL’s HOTELS AND RESORTS
YTL LUXURY RESORT Pangkor Laut Resort, Malaysia Tanjung Jara Resort, Malaysia Cameron Highland Resort, Malaysia Nisekon Village, Japan The Chedi, Phuket The Surin, Phuket, Thailand (Reopening in November 2010) Pulau Gaya Resort, Sabah, Malaysia (Opening in 2011) Pulau Tiga Resort, Sabah, Malaysia (Opening in 2011)
YTL LUXURY ESCAPES Eastern and Oriental Express Train The Estates at Pangkor Laut Villa Tassana, Phuket Bray House, England
YTL LUXURY HOTELS JW Marriott Kuala Lumpur, Malaysia The Ritz-Carlton Kuala Lumpur, Malaysia Hilton Niseko, Japan MUSE, Hotel De Luxe, France Swatch Art Peace Hotel, Shanghai, China
YTL LUXURY CLASSIC HOTEL The Majectic Melaka, Malaysia
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YTL LUXURY SPA Spa Village Resort, Tembok Bali Spa Village, Cameron Highland Spa Village, Kuala Lumpur Spa Village, Pangkor Laut Spa Village, Tanjung Jara Spa Village, Melaka
YTL LUXURY MID CLASS HOTEL Vistana Hotel, Kuantan Vistana Hotel, Kuala Lumpur Vistana Hotel, Penang
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1.1.3 JW MARRIOTT KUALA LUMPUR
Figure 3: JW Marriott Kuala Lumpur Old Logo and New Logo
The 29-storey, 561-room hotel is located in the heart of the exciting "Golden Triangle", the city s prime business and shopping district and is adjoining to the prestigious Starhill Gallery and in the same complex with The Ritz-Carlton Kuala Lumpur. It is also strategically located on "Bintang Walk", the lively and vibrant shopping strip where shopping centers house upscale brands, a vast variety of restaurants and entertainment outlets.
As one of the world's nine flagship JW Marriott hotels, JW Marriott Kuala Lumpur is designed with the discriminating individual in mind. Opulent is just one way to describe the look and feel of the rooms at JW Marriott Kuala Lumpur. With a host of top-of-the-range facilities such as a complete business center and a multitude of award-winning Food and Beverage (F&B) outlets, JW Marriott Kuala Lumpur suits the high-powered businessman and the elite leisure guest.
Designed with the jet-setting professional in mind, the guestrooms at JW Marriott Kuala Lumpur all come with an ample working area and high-speed Internet access. Suite guests and Marriott Marquis members have full access to the plush JW Lounge, which offers complimentary breakfast, light refreshments and evening cocktails.
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1.1.4 LOCATION
Figure 4: JW Marriott Kuala Lumpur Location Map JW Marriott Hotel Kuala Lumpur 183 Jalan Bukit Bintang Kuala Lumpur, 55100 Malaysia Phone
: 60 3 2715 9000
Fax
: 60 3 2715 7000
Sales
: 60 3 2717 8000
JW Marriott Kuala Lumpur strategically located in the heart of the Kuala Lumpur Golden Triangle, nearby with the Embassies Row, had added the spark of ideal location for business and leisure. With the new couture shopping mall, Pavillion Kuala Lumpur as the nearest neighbor, there are 450 stores and shopping experience like that of New York 5th avenue and Tokyo’s Ginza. With easy access to any of the transportation type, JW Marriott truly a great place to stay and experience both luxury and leisure living.
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1.1.5 ACCOMODATION Accommodation rooms in JW Marriott is styled with elegant sophistication and enhanced with the residential comforts of home. Guest room is starts on the 7th Floor until 29th Floor which is the highest floor in the hotel and home of two (2) Chairman Suite and a Presidential Suite which have step in by many well-known individuals all over the world. On the 24th Floor is the JW Lounge, an executive lounge for invited House Guest only in example Repeated Guests and Very Important Person’s (VIP). What is interesting with the hotel is there is no 13th Floor, and also room with numbers of four (4) and thirteen (13). I personally believed it is related to the old Chinese believes which will bring bad luck to the enterprise. JW Marriott offers smoking and non-smoking floors, which there are 5 smoking floor namely 8th, 9th, 15th, 16th and 17th Floor. Room Type
No of Rooms
Published Rate
Deluxe
466 Rooms
RM850.00++
Executive Deluxe
25 Rooms
RM1000.00++
Studio Suite
19 Suites
RM1,100.00++
Junior Suite
32 Suites
RM1,100.00++
Executive Suite
4 Suites
RM1, 200.00++
One-Bedroom Suite
8 Suites
RM1,300.00++
Two Bedroom Suite
3 Suites
RM1,900.00++
Chairman Suite
1 Suite
RM10,000.00++
VIP Suite 1 & 2
2 Suites
RM7,000.00++
Presidential Suite
1 Suite
RM16,000.00++
Table 1: No. of Rooms, Types and Rates
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1.1.6 RESTAURANTS AND OUTLETS To be in the same complex with Starhill Gallery, it had added multifariousness choices of fine cuisine which is specially tailored for guest’s and diners preferences when they stayed at JW Marriott Kuala Lumpur.
With total of 21 choices in total including restaurants, bars, lounges and café within the Starhill Gallery and JW Marriott Kuala Lumpur, it is truly one of it kinds in Malaysia. Big names in restaurant industry in Malaysia have piecing together the uniqueness and luxuries that only JW Marriottt Kuala Lumpur can offer. Below are the lists of restaurant that offered in JW Marriott Kuala Lumpur;
Restaurant Feast Village, Feast Floor – LG
Shook! Restaurant
Serve the best of Japanese, Chinese, Italian and Western Grill open kitchen cuisines. Opening hours: 6.00am till 1.00am (Daily)
Luk Yu Tea House
Mouth-watering Chinese cuisines, Hong-Kong style Dim Sum and a vast selection of tea from China and Taiwan. Opening hours: 12.00pm till 1.00am (Monday to Saturday) : 11.00am till 1.00am (Sunday and Public Holiday)
Enak Kuala Lumpur
Serve fine Indonesian and Malaysian specialties. Opening hours: 12.00pm till 1.00am (Daily)
Pak Loh Chiu Chow
Serves the authentic Teochew style Chinese cuisine, a non-halal restaurant. Opening hours: 12.00pm till 1.00am (Daily) 9
Sentidos Tapas
Offers hot and cold combination, as part of social scene in Spanish bars and tascas, with wide range of wine and imported beers. Opening hours: 12.00pm till 1.00am (Daily)
Koryo Won
One of the first Korean restaurants in the Kuala Lumpur and specializes in aunthentic Korean cuisine, including the traditional spicy pickled Kimchi and Korean ginseng. Opening hours: 12.00pm till 1.00am (Daily)
Tarbush
Serve authentic home style Lebanese cuisine. Tarbush is well known for its exquisite grilled meats and signature dishes. Opening hours: 12.00pm till 1.00am (Daily)
Fisherman’s Cove
Well known for serving a unique symphony of fresh seafood with impeccable tastes that sparkles brilliantly and equally famous and appetizing. Opening hours: 12.00pm till 1.00am (Daily)
Jake’s Charbroil Steak
Serve mouth-watering steaks, luscious lobsters, oysters and fish. Opening hours: 12.00pm till 1.00am (Daily)
Vansh
Serve authentic regional Indian food. The menu focuses on tawa (grilled) and tandoori (grills from an earthen oven) delicacies served in bite-sized portions Opening hours: 12.00pm till 1.00am (Daily)
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Relish Floor – 3rd Floor
Gonbei
Offer the most authentic Japanese cuisine in Malaysia. There are 5 counters for Teppayanki, Suhshi, Robatayaki, Tempura and Sake Opening hours: 12.00pm till 3.00am, 6.30pm till 11.00pm (Daily)
Jogoya
Buffet Restaurant serving fine dining Japanese cuisine over 200 kinds of Japanese, Chinese, Western and Malaysian cuisine with the freshest seafood, meat, appetizers, drinks, desserts and fruits. Opening hours: 11.30am till 12.30pm (Monday - Friday)
JW Marriott Kuala Lumpur Eddy’s Café & Bar Popular institution offering mouth-watering local specialties, all-time Western favorites, coffee and selection of desserts in a casual setting perfect for a laid-back meal with friends, family or colleagues. Opening hours: 10.00am till 9.30pm (Daily) Jacky Chan’s Café Here is the place where guest can enjoy premium range of Jackie’s propriety coffees, cakes, pastries and local favorites at affordable price as well as to contribute to society as a percentage of the café revenue are donated to charity. Opening hours: 10.00am till 9.30pm (Daily)
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Shanghai Restaurant Specialize in exquisite Shanghainese cuisine from the Northern and Southern region of Shanghai. Opening hours: 12.00pm till 2.30pm (Lunch – Monday to Sunday) 10.30am till 2.30pm (Brunch – Sunday and Public Holidays) 6.30pm till 10.30pm (Dinner – Daily)
Third Floor Restaurant Offers contemporary blends of French, Australian and Pacific-Rim cuisine with a hint of Asian flavors, accompanied by great wines and impeccable service. Opening hours: 12.00pm till 2.30pm (Lunch – Monday to Friday) 7.00pm till 11.00pm (Dinner – Monday to Saturday)
Bars Village Bars Serve a different beverage, a wine bar, hard liquor bar, nice wine bar including juice bar. Opening hours: 12.00pm till 1.00am (Daily)
The Lounge at Starhill Serve variety of beverages, pastries, savories and light snacks. Opening hours: 10.00am till 1.00am (Daily)
Al-Halabi Lounge With décor featuring classic and modern Moroccan and Syrian pieces, a delicious range of finger foods and unique shisha flavors that one can sample while listening to soothing Oriental instrumental music, this opulent lounge offers a Middle-Eastern experience like no other. Open 24 Hours (Daily)
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1.1.7 MEETING AND CONFERENCE SPACES
JW Marriott Kuala Lumpur in well-known for its luxury and upscale Meeting and Convention spaces, owned in total of 22 function rooms including a Grand Ballroom.
The function rooms are divided based on name, which is categorized as Starhill Conference Center and Mayang & Bintang Conference Center. The differences between the both category is where Mayang & Bintang Conference Center is equipped with partition in each room, allows it to be divided into two room based on the requirements and needs of the particular event. The details of each function room capacity are explained in the Table (
1.1.8 FACILITIES Room Facilities
Hotel Facilities
Air Conditioned
Concierge Desk
Cable/Satellite Television
Laundry Service
Direct Dial Telephone
Limousine Service
Private Bathroom
Cash Machine/ATM
Mini Bar
24 Hour Room Service
Hairdryer
Evening Turndown Service
Alarm Clock
Cribs Available (On Request)
Refrigerator
Babysitting Service (On Request)
Rollaway Beds
Surau
Safe Deposit Box
Coffee/Tea Making Facilities
High Speed Internet
Newspaper
Sports & Leisure
Meeting Facilities
Business Centre
Starhill Conference Center 13
Swimming Pool
Fitness Centre or Spa
Gymnasium
Tennis Court
MAYANG SARI & BINTANG CONFERENCE CENTRE, JW MARRIOTT KUALA LUMPUR Function Room Capacity ROOM Mayang Sari GBR Mayang Sari I Mayang Sari II Mayang Sari I & II Mayang Sari III Mayang Sari IV Mayang Sari III & IV Bintang I Bintang II Bintang I & II Bintang III Bintang IV Bintang III & IV Bintang V Bintang VI Bintang V & VI Bintang VII Boardroom I Boardroom II
LOCATION
DIMENSION ( Metre )
Lower Level 3
23 x 39.5
Lower Level 3 Lower Level 3 Lower Level 3 Lower Level 3 Lower Level 3 Lower Level 3 Level 3 Level 3 Level 3 Level 3 Level 3 Level 3 Level 4 Level 4 Level 4 Level 4 Level 4 Level 4
6.5 x 7.5 6.5 x 7.5 4 x 15.5 6.5 x 7 7 x 7.5 5 x 14 9 x 10 10 x 10.5 12 x 19.5 8 x 12 7 x 7.5 7.5 x 19.5 7x8 7x8 4.5 x 14 6.5 x 7.5 5x8 5x6
DIMENSION ( Feet )
THEATRE ( Pax )
"U" SHAPE ( Pax )
ROUND TABLE ( Table )
BANQUET ( Pax )
BOARD ROOM ( Pax )
CLASSROOM ( Pax )
878 m²
75 x 129
BUILT UP AREA 9450 sqf
879
-
77
770
-
624
45 m²
22 x 25
488 sqf
32
15
1
20
18
15
44 m²
22 x 25
475 sqf
32
15
1
20
18
15
89 m²
14 x 51
963 sqf
75
36
4
50
40
39
40 m²
21 x 24
440 sqf
29
14
1
20
14/18
12
48 m²
24 x 25
524 sqf
34
14
1
20
18
12
89 m²
16 x 49
964 sqf
77
34
4
50
38
38
96 m²
30 x 33
971 sqf
65
23
4
60
30
32
98 m²
33 x 35
1059 sqf
77
24
4
60
30
32
190 m²
39 x 64
2052 sqf
207
36/48 & 56/76
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110 / 140
52
96/110/112/114
89 m²
26 x 40
959 sqf
82
30
4
60
30
48
55 m²
24 x 26
602 sqf
43
15
2
40
18 / 22
34
145 m²
26 x 64
1562 sqf
150
52
8/9
100/110/120
58
80
53 m²
23 x 26
576 sqf
41
19
2
40
18 / 22
20
53 m²
23 x 26
578 sqf
40
19
2
40
18 / 22
20
107 m²
15 x 46
1154 sqf
88
36
7
90
40
48
50 m²
21 x 25
539 sqf
38
18
2
30
20 / 22
22
39 m²
17 x 26
420 sqf
-
-
-
-
14
-
30 m²
16 x 20
331 sqf
-
-
-
-
14
-
BUILT UP AREA
Mayang Sari Grand Ballroom: Ceiling Height @ 19' 8” Bintang Conference Centre: Ceiling Height @ 10' Table 2: Mayang Sari and Bintang Function Rooms Capacity 14
STARHILL CONFERENCE CENTRE, JW MARRIOTT KUALA LUMPUR Function Room Capacity THEATRE ( Pax )
"U" SHAPE ( Pax )
ROUND TABLE ( Table )
BANQUET ( Pax )
BOARD ROOM ( Pax )
CLASSROOM ( Pax )
212
30
12
180
42
112
2384 sqf
212
30
12
180
42
112
46 x 47
2534 sqf
212
30
12
180
42
112
1119 sqf
LOCATION
DIMENSION ( Metre )
Starhill 1
Level 4
13 x 14
220 m²
43 x 47
BUILT UP AREA 2377 sqf
Starhill 2
Level 4
13 x 14
221 m²
43 x 47
Starhill 3
Level 4
14 x 14
235 m²
ROOM
BUILT UP AREA
DIMENSION ( Feet )
Starhill 4
Level 4
7.5 x 13
104 m²
25 x 43
108
30
6
80
34
56
Starhill 5
Level 4
8 x 18.5
150 m²
27 x 61
1620 sqf
169
46
10
110
50
84
Starhill 6
Level 4
7.5 x 16
120 m²
24 x 53
1291 sqf
134
38
8
90
44
64
1307 sqf
Starhill 7
Level 4
7.5 x 16
121 m²
25 x 53
134
38
8
90
44
64
Starhill 8
Level 4
7.5 x 10
81 m²
25 x 33
880 sqf
74
22
4
60
24
40
Starhill 9
Level 4
8 x 16
129 m²
27 x 53
1388 sqf
148
38
8
90
44
64
- Starhill Conference Centre: Ceiling Height @ 8' 9”
Table 3: Starhill Function Rooms Capacity
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1.1.9 VISION,MISSION, VALUE STATEMENT 1.1.9 (a) MARRIOTT INTERNATIONAL
MARRIOTT VISION ―To Be the World 1st Choice for Full-Service Hospitality‖
MARRIOTT CORE VALUES Based on my experience working in two (2) Marriott properties before, I can conclude that Marriott core values have been crafted with personal touch and experience of the founder of Marriott International, Mr J. Willard Marriott. It focuses on how the spirit to serve the customer or handling the customer at the top notch which will be practiced every day and become a culture in any of Marriott establishment. Marriott establishment will never address their employees as ―staff, workers, employees‖ and others. They will be called as ―associates‖ which Mr J. Willard Marriott personally believes it will create the bond between the persons within the organization thus will create an enthusiastic feeling towards Marriott.
Marriott Spirit to Serve ―Spirit to Serve our Associates, our Customers and our Communities‖
Marriott Culture ―Marriott Culture is the experience we create for our customers, which is demonstrated by the behavior of our associates‖
Marriott Promise Marriott promise to deliver service that is uniquely warm, caring and dependable. The service will go above and beyond.
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1.1.9 (b) YTL HOTELS
THE YTL CORPORATE OBJECTIVES AND CULTURE ―To Achieve and to Deliver World Class Products and Services at Third World (or competitive) Prices‖
THE YTL HOTELS PHILOSOPHY ―We do not just build properties, we craft inspired experiences‖
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1.1.9 (c) JW MARRIOTT KUALA LUMPUR
THE JW MARRIOTT COMMITMENT ― At the JW Marriott, we provide an environment of simple elegance where our guests feel welcome, confortable and free to be themselves. Together we orchestrated a personalized experience with attention to even the smallest details. The JW Marriott experience authentically reflects the surroundings, imparts a sense of harmony and wellness, and beautifully delivers lasting memories
‖
THE JW MARRIOTT KUALA LUMPUR VISION
―To be Malaysia’s and the world’s first choice for full-service hospitality‖
THE JW MARIOTT KUALA LUMPUR MISSION
`` To win in service by proactively offering customers the most valuable assistant, information and support in uniquely warm and caring manner. To provide the latest and outstanding product to customers comparing to other hotel in Malaysia‖
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1.2 JW MARRIOTT KUALA LUMPUR ORGANIZATIONAL CHART In JW Marriott Kuala Lumpur, General Manager set as the highest position in the hotel and in charge of the entire departments in the property and to ensure all department moves smoothly according the standard grade that is set up by Marriott International.
JW Marriott Kuala Lumpur has 13 departments including Front of the House and Back of the House namely;
1)
Human Resource Department
2)
YTL Centralized Accounting Department
3)
YTL Centralized Sales Department
4)
YTL Centralized Marketing and Strategy Department
5)
YTL Centralized Finance and Purchasing Department
6)
Front Office Department
7)
Food and Beverage Department
8)
Housekeeping Department
9)
Engineering and Maintenance Department
10) Kitchen Division 11) Spa Division 12) Information Technology (IT) Department 13) Loss Prevention Department
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1.2.1 THE JW MARRIOTT KUALA LUMPUR MANAGEMENT TEAM Name President YTL Hotels Vice President of YTL Hotels General Manager Hotel Manager Executive VP Operation / Sales Director of Sales (Travel/Industry) Director of Sales (Travel/Industry) Director of Sales (Corporate) Director of Sales (Corporate) Director of Sales (Corporate) Director of Sales (Australia) Executive VP of Marketing & Strategy Director of Public Relation Director of Brand Communication Vice President of Finance Financial Controller Credit Controller Purchasing Manager Executive Assistant Manager (F&B) Shanghai Restaurant Manager Chef De'Hote Chief Steward Starhill Lounge and JW Lounge Manager Shook Restaurant Manager Banquet Manager Rooms Manager: Reservation Manager Customer Service Manager Assistant Front Office Manager Housekeeping Manager Housekeeper Assistant Housekeeping Manager (Public Area) Laundry Manager Vice President of Spa Division Starhill Spa Manager Vice President of Human Resources & Learning Human Resources Manager Training Manager Maintenance Manager Loss Prevention Manager Director of IT and Business Development IT Manager
Position Mr James Mc Bride Joseph Yeoh Keong Shya Mr Mahmoud Skaf Mr Justin Lee Mr Carl Kono Ms Cheryl Loo Mr Jeffery Bruyns Ms Steffany Boak Mr Eddie Phuah Ms Debbie Ng Siew Yoke Mr Gopalan Menon Mr Edwin Yeoh Ms Tracy Khee Ms Serena Tog Sandra Widjaja Ms Mawar Idris Ms Ghee Yoke Mei Ms Kimberly Long Madam Idy Lee Ms Alicia Chan Mr Zaffar B. Abdul Samad Mr Nilamegan Ms Rohaya Mr Steven Ooi Mr Khosim Bin Sapie Ms Ashley Lai Ms Radhika A/P Ramakrishnan Ms Jane Lee Ms Aya Kaneko Mr Melvin Foo Ms Serena Chau Ms Tika Mr Jeff Gan Ms Chik Lai Ping Ms Helen Phang Nancy Teoh Mr Vernon C. Fernandez Ms Marina Rahim Mr Puah Aik Kee Mr Sivakumar Mohd Zuhannes Dzulkifli Mr Edward Ling
Table 4: JW Marriott Kuala Lumpur Management Team 20
1.3.2 ORGANIZATIONAL CHART
General Manager
Hotel Manager
Marketing Department
Sales Department
Housekeeping Department
Front Office Department
Loss Prevention Department
Kitchen
Enginering Department
IT Department
Finance Department
Spa Division
Accounting Department
Human Resources Department
F&B Department Figure 5: JW Marriott Kuala Lumpur Organizational Chart 21
1.2.3 DEPARTMENT SET UP
Human Resources Department is responsible to oversees all associates, benefit, selection and training and development. The department is also responsible for providing training in order to instill the Marriott culture among each associates as well as recruiting new candidates for any vacancies.
Finance Department is combined with Purchasing Department handles in terms hotels financial aspect. As centralized finance department, it obligated to control all purchases and orders made by YTL Hotels and Resorts.
Sales Department is also another centralized department minding the store of all YTL Hotels and Resorts. Divided into a few divisions, which is Corporate Sales, International Sales, Telemarketing and other which believed added the efficient value that required running the hotel to the maximum revenue and occupancy. Working close with Front Office and Banquet, the department is liable for handling any meeting, conferences as well as selling accommodation rooms.
Marketing Department is categorized as centralized department as well since it handles any marketing efforts and publicity for all the YTL Hotels and Resorts. Press release, new promotion, flyer, advertisement and others are all come under the responsibilities of this department. Accounts Department handles the entire hotel’s transaction, work closely with all the revenuegenerate department in the hotel. It ensures that all transaction is count into order which in the end of the day will contribute to the hotel’s total revenue.
Food and Beverage Department is one of the main revenue contributors for JW Marriott Kuala Lumpur. Led by a lady, this department is accountable for few outlets namely Shanghai Restaurant, JW Lounge, Starhill Lounge and others. With Kitchen, Banquet and Steward Department under a roof, the department is in charge any needs of foods, conference and meeting in the hotel as well as maintain the hotel inventories of steward items. 22
Kitchen Department is separated by a few sub-departments which include the Main Kitchen, Chinese Banquet Kitchen, Cold Kitchen, Pastry Kitchen, Butchery, Staff Cafeteria Kitchen and Shanghai Kitchen. Managed under the Food and Beverage Department, it holds the responsibilities in preparing and presenting the up-scale foods for the hotel diners.
Housekeeping Department which belongs to the Room Division along with Front Office Department is responsible for the hotel cleanliness. This department consists of Room Attendant, Laundry and Public Area, plays a significant role to create a pleasant atmosphere and ambience as well as to get ready the hotel main product to be sold which is the accommodation rooms
Front Office Department is the first department when a guest check in into a hotel, play a vital role to ensure that satisfaction and wonderful crafted experience delivered to the guest. Another member of the Room Division along with Housekeeping Department, it consists of 5 sections which are Front Desk, Concierge, Reservation cum Telephone Operator, JW Lounge and Guest Recognition. Engineering Department is responsible for the maintaining the hotel’s air conditioning system, heating and ventilation, steam and boilers, electricity, hot and cold water supply and repairs all the broken equipment. Overall, this department has to maintain interior and exterior of the all hotels areas in order to deliver safe, reliable and comfortable service.
Haunted by the bombing incident in JW Marriott Jakarta, the Loss Prevention Department holds a very tough job in order to maintain the security condition is above the line. It also ensures the safety of the guest belongings, any loss items, security of the hotel’s surrounding areas.
Spa Department is located on the 5 floor which namely Starhill Spa. This department includes a Health Spa, a gymnasium and sauna. It also handles the recreational activities at the swimming pool as well as the twin tennis court.
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Information Technology is another department in this hotel. It is liable for all multimedia activities in the hotel. This department is also responsible for the maintenance of all multimedia and IT properties in order to preserve and prolog the properties.
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1.3 TRAINING SCHEDULE
Date 17 May 2010
Duration 1 Day
Department Orientation
17th May 2010 till 4th July 2010
8 Weeks
Banquet Department
5th July 2010 till 19th September 2010
10 Weeks
Sales Department
th
Table 3: Training Schedule My internship started with a half-day orientation which is handled by the Human Resources Department under the responsibility of the Training Manager. During the orientation with the rest of the interns form Universiti Teknologi Mara (UiTM) and an intern from Malaysia Multimedia University (MMU), we are exposed with the Marriott history and philosophy as well as JW Marriott Kuala Lumpur core values, goals and mission. It is vital since it helps interns to understand well how is the standard required from each of the individuals who will be working under the flagship of the organization.
During my stint at the Banquet Department, at first I was assigned as a Banquet Server who is primarily concentrated on handling function on daily basis. The scope of a server is to make sure the entire requirement for an event is fulfilled, well informed about their breakdown of the day by referring to the Banquet Event Order (BEO) and Forecast that is generated by the Sales Department. It includes preparing all the specification in the function room set-up, Audio Visual (AV) set-up, Coffee Break snacks and Lunch Venues. The assignment of each function will be assigned to each server by the Banquet Manager in a day advance and can be checked trough the Banquet Assignment Sheet. The server responsibilities also varies to setting up the function room for tomorrow or upcoming events, which includes Tear Down, Turn Over, Set Up or Reset each respective function room. I also learned each Banquet serving style, type of function room setup which is important in order to plan ahead for the next upcoming event.
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After a few weeks as a server, I later have given an opportunity as Banquet Captain which rarely had given to interns. As a Banquet Captain, my responsibility is getting wider by handling a few events alone or in charge of the whole floor. By holding this responsibility, I have to communicate with the Event Organizer and Sales Representative regarding the event to ensure smooth event flows. I also have to hand over and explained carefully the task and assignments to each server who are under my command. Opening Banquet Bills, handling Banquet System, collecting the payment from each respective Event Organizer also falls under my bound of responsibilities. In the Sales Department, I was assigned as a Sales Coordinator under a team of three (3) peoples which concentrated on Educations, Embassies, Groups, Organizations and Religions. Any inquiries or proposals from this particular market will fall into my team responsibilities. I was taught how to use the Banquet Management System (BAMS), preparing proposals, BEO’s, Amenity Requests, Entertainment Request, Room Rates Agreements and others.
As in Sales Department, I am no longer under the flagship of JW Marriott Hotel Kuala Lumpur where I worked directly under the YTL Sales which comprises JW Marriott Kuala Lumpur, The Ritz-Carlton Kuala Lumpur and Vistana Hotels. Here is where the property knowledge is crucial where I have to be fully-equipped with all the answers to counterclaim any of the client’s inquiries. I also have the chances to follow my Sales Manager for a sales visit, become the hotel’s representative to any of the embassies celebration such as National Day, meeting potential clients for a house tour and others.
After showing tremendous improvement, I was later added another assignment where I have to assist another Sales Director who is in charge of the Government market segment. Here I realize how tough my job can be by coordinating two Managers works and follow up each of the proposal that have gone through. Everything will only become clearer and backbreaking when a proposal is confirmed, and it has to go through various processes in order to complete the BEO.
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During my industrial training, my main objective is to gain knowledge and experience from the market leader in order to achieve a high standard working experience. I personally aimed myself to achieve knowledge that does not come in classes, that is simply why I choose to be in Banquet and Sales Department even though they originally offered me to be in the Housekeeping and Front Office Department.
Besides that, I also want to grab as many opportunity as I can to build a strong character in order for me to be somebody in the industry. It also helps me to understand the industry better, and help me in carefully crafting my path of career in the future.
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2.0
DEPARTMENTS
2.1
FOOD AND BEVERAGE DEPARTMENT
2.1.1 INTRODUCTION
Food and Beverage Department in JW Marriott Kuala Lumpur can be divided into a few divisions under the department, mainly handling any encounters of foods, conferences, meetings and others in the hotel. The division is namely Banquet Department, Room Service, Kitchen, Shanghai Restaurant, Steward Department and Staff Cafeteria which known as ―Hot Shoppe‖, named after the first restaurant opened by J. Willard Marriott.
As a department who contribute large percentage of revenue to the hotel, it plays a vital role to maintain the growth of the revenue as well as to deliver high standard of services and foods which will lead to customer satisfaction. Each of these divisions participates in different nature of jobs but naturally come together to ensure the operation of the hotel runs as smoothly as possible.
As in this department, I only have the opportunity to be in the Banquet Department where the other restaurants were not directly managed by the hotel. The only restaurant that comes under their control is the Shanghai Restaurant and Third Floor Restaurant which is categorized as nonhalal and due to the restriction; I am only assigned to the Banquet Department.
The department currently led by an Executive Assistant Manager (F&B), two (2) Banquet Managers, two (2) Banquet Assistant Manager which one of them is specialized in handling Outside Catering and another person is in charge of inventories and storage. The hierarchy later goes down to a Banquet Supervisor, assisted by four (4) Banquet Captains, five (5) Business Center Coordinator, three (3) Storeman, three (3) AV Technicians, a Bartender and twelve (12) Banquet Servers.
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Executive Assistant Manager (F&B) Madam Idy Lee
Banquet Manager Mr Tang Kim Soon
Banquet Manager Mr Khosim Sapie
Banquet Supervisor Mr Faizal
Banquet Captains (4 persons)
Bartender (1 person)
Banquet Servers (12 persons)
Storeman (3 persons)
Business Center Coordinator
AV Technician (3 persons)
Figure 6: Banquet Organization Chart The Banquet office is normally will start at 6.00am, but it can be earlier than that depends on the situation. The department itself does not have a proper schedule for their associates since Banquet is normally working around the clock and events handled have different requirements which do not allow the department to have proper timetable. But it all sort out by having the Assistant Banquet Manager or the Banquet Manager himself sorted all assignment in a day advance and the assignment sheet will be posted in the office for the all associates to check their schedule for the next day. Their time table is done on weekly basis, since it is impossible to predict what event that will be confirmed earlier than that.
During my two (2) months internship period in Banquet, I noticed that they missed something that is very valuable which is briefing. Based on my past experience, briefing is the best medium for interaction, sharing information, keeping updates and ended by having a quick training or a question and answer (Q&A) session. 29
It is advantageous to the department to carry these briefing sessions as it allows a proper medium of information distribution from the management to the associates. Additionally, these sessions will also provide a channel for the associates to directly communicate with the management. Operationally, the briefings will not only brush up the associate’s knowledge on the hotel, they will also enhance the relationships among them. This will simultaneously encourage better working relationships in the department.
By not practicing briefing, what I found out is where even though the department was filled with talented, skillful, high in experience but the department does not ran smoothly simply because they do not have a proper communication between them. The important message does not delivered, no mutual respect, selfish, fighting over small issues and many other bad elements that are caused from the ignorance of the briefing. They will only conduct briefing only for certain event that is very important, which I totally believe that it have to be conducted every single day for the sake of the good things that it will bring because after, guest satisfaction does matter.
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2.1.2 CONFERENCE FACILITIES JW Marriott Kuala Lumpur named their conference center as Starhill Conference Center (SCC) symbolizes the location of the business district. SCC are equipped with twenty-three (23) function rooms, which are categorized under the name of Mayang Sari Function Rooms, Bintang Function Rooms, Starhill Function Rooms, Private Meeting Room and Boardrooms.
The Mayang Sari Function Rooms is assemble a grand ballroom named Mayang Sari Grand Ballroom and two (2) more smaller function rooms which are Mayang Sari 1&2 and Mayang Sari 3&4. Both of the room comes with partition and can be split into smaller room. The grand ballroom is built up with the dimension of 23 x 39.5 or 878 m² built up area, can accommodate up to 880 persons maximum at a time.
The Bintang Function Rooms consist of seven (7) rooms, started at Bintang 1&2 until Bintang 7 and followed by two (2) Boardrooms and a Private Meeting Room. The Starhill Function Rooms comprise of nine (9) function rooms namely Starhill 1 until Starhill 9. All the room came with their own foyer and Wireless Internet Broadband. Level
Function Rooms Mayang Sari Grand Ballroom Mayang Sari I & II Lower Level 3 Mayang Sari III & IV Bintang I & II Level 3 Bintang III & IV Bintang V & VI Bintang VII Boardroom 1 Boardroom 2 Private Meeting Room 1 Starhill 1 Starhill 2 Level 4 Starhill 3 Starhill 4 Starhill 5 Starhill 6 Starhill 7 Starhill 8 Starhill 9 Table 5: Function Room Location 31
The Banquet department comes close in relationship with other department especially Kitchen and Sales. Relevantly, the Sales Department will look for the potential clients and events that will occupy all the function rooms and Kitchen is responsible in providing foods to the Banquet events. Banquet used certain terminology to describe what action to be taken to a specific function room which are described below;
Set up
: Set up is when a room that needs to be set up and the room is empty because there is no event held in the room before.
Tear down
: The function room finished the event and there is no event waiting in the list for the room in the day after, so all the items and equipment will be cleared and leave the room empty.
Turn over
: The current event floor layout will be change to another layout for another event that come up tomorrow.
Reset
: The room comes in the same layout, just refilling all the amenities and items in the room.
There are also some set up or floor layout that is synonym with the task and duties that the Banquet associates performed daily which are;
Banquet seating
Classroom seating
Theater seating
Round Tables seating
Hollow Square seating
Boardroom seating
Standing reception
Cluster seating
U-Shape seating
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Seminar packages Seminar packages is vary depends on the company nature of business and as well as their requirements and agreement with the Sales Representative. It generally, the entire seminar package will include;
Main Room Hire
Writing pads & Pencils,
Mineral Water
Mints
1 LCD Projector Screen
1 Rostrum with 1 wired mic
1 Whiteboard with assorted markers
1 Flipchart with assorted markers
1 Four-gang socket extension cord
2 Coffee break sessions ( flexible, chargeable accordingly)
1 Lunch at Feast Village ( flexible, chargeable accordingly)
Seminar Package Coffee Break
The coffee breaks items which normally 4 items per session is prepared at the Kitchen and approximately two (2) hours before the coffee break session starts, Banquet Servers have to pick up all the items and arrange it on the snack counter. Seminar Package Lunch Arrangement
Seminar lunch is normally arrange at the Feast Village where all the participant is provided with a voucher daily which entitled them to have their lunch at any of the participated outlets. Lunch is not necessary held at the Feast Village, it can be organized to be in the function room itself but prior reservation and agreement has to done beforehand.
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2.1.3 SUB DEPARTMENT / POSITIONS
2.1.3 (a) BANQUET SERVER
Banquet Server Responsibilities
Guest Relations
A big part of being a Banquet Server is guest relations. While a banquet server might have fewer interactions with guests than he would if he were a restaurant server, a banquet server can still be expected to deal with a variety of customers with many different needs. As a banquet server, I need to inform guests of what the meal will be, as well as answering questions and making recommendations for drink orders or other items. Whether it's finding a booster seat for a young guest, refilling a glass of wine or making sure someone gets the vegetarian meal she ordered ahead of time, the banquet server works to make the banquet's guests feel comfortable.
Setup
Banquet servers can be expected to set up tables and chairs. Included in the setup are placing tablecloths, china, silverware, napkins and table décor on tables. Assignments can include setting up steam tables, food serving tables and drink stations. Sometimes servers can be asked to put up banner and decorations, depending on the specific need of the event.
Food Preparation and Delivery
While a banquet server might not prepare the food, we will often assist in some of the food preparation, such as assembling salads and cutting portions for dessert. We also might make the drink orders, as well as providing refills when necessary. When the food is ready to deliver, the banquet server is usually there to bring it out and set it in front of the guests. The banquet server will also clear away unwanted plates, glasses and silverware to help keep the table clean and easy to navigate for the guests. If a guest has a problem with her meal, such as chicken seeming undercooked, the banquet server will help solve those problems by sending the food back to the kitchen or by making other suggestions.
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Clean Up
After the guests have left the banquet room, the banquet server will begin cleaning. This typically involves removing plates, glasses, silverware, napkins and whatever other items are still on the table. The server will remove the tablecloth and throw it away if it is disposable or place it with other laundry items if it needs to be cleaned. The banquet server will also wipe down the table and chairs, as well as vacuuming and sweeping to get the banquet room back to clean and ready condition. Other responsibilities may include kitchen cleanup, refilling salt and pepper shakers, doing laundry, storing items in the refrigerator, freezer or dry storage and tearing down and storing banquet tables and chairs if they are to be removed from the room.
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Banquet Server Daily Task and Duties 1. Check Assignment Sheet The duties started when the server comes into the office and received their particular assignment; normally a banquet server will be stationed at an event alone or assisted by another server based on the type of event and requirements. The banquet server has to be there until the event finished, but if he is replaced by another server then he need to convey all the message and information that is important regarding the event. There are two (2) documents that a server need when taking care of an event which are;
i.
Banquet Event Order BEO is vital since it have the entire requirement, set up, billing instruction, menus and other information. It will be the bible for the server to understand about the event, and also as reference if any incident occurs.
ii.
Event Forecast Event forecast copy will be prepared by the Business Center Coordinator daily, and it will list all definite events in a week. It is normally used for planning what is the next action need to be taken to the function room after the current event is finished.
2. Check function room setting After received the function room that I stationed, immediately go to the function room and check all the setting and set up while review the BEO. Inspect whether all everything is in order and according to the standard. It there is something that is not there, quickly solve it before the event starts. All additional requirements will be charge accordingly. 5. Confirming the event attendance All the BEO will have confirmed attendance, and I as a Banquet Server have to check with the organizer the total attendance on that day or the other option is to get the Sales Representative in charge to provide with the information. The reason is where if the number is exceeded, than certain charges based per head will be applied and if the number is below the guaranteed attendance, then we will stick to the guaranteed number. It will help hotel to cut a lot of cost as well as generating revenues.
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6. Notify restaurant The actual number of attendances also useful where the information will be conveys to the restaurant that the group will be having their lunch or dinner. It will help the restaurant to manage the spaces, seats and food arrangements.
7. Pick up coffee break snacks Coffee breaks sessions is have 2 sessions, which are AM Coffee Break and PM Coffee Break. It is depends on the company that organizing to the event whether they want to have both, one or not having any coffee break at all. If there is any coffee break arrangement, it will be stated in the BEO along with the menu for the snacks. Coffee breaks items need to be picked up at the respective kitchen around 2 hours before the session starts.
8. Reset room Reset room is applicable when all the attendees went for their lunch and actions are taken such as to replenish mints, replacing the mineral water and goblet. Depends on the certain condition, note pad and pencils also will be replenish.
9. Change set up Depending on the Event Forecast, the room later will be set up depends on the upcoming event requirements. The room might be tearing down, reset or turn over.
Check assignment sheet
Check function room setting
Confirming attendance
Notify restaurant
Change set up
Reset room
Pick up Coffee Break snacks
Figure 7: Banquet Server Job Flows
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2.1.3 (b) BANQUET CAPTAIN As an intern, I was lucky enough to be given the opportunity as a Banquet Captain where other interns before never had the same chance as me and I believe that I have to utilize this opportunity to the maximum in order to gain knowledge and experience. A banquet captain's from my perspective are important in working as a liaison between at several different parties or departments, including the event hos or organizer, event guests, chef and kitchen staff, the banquet manager, and the serving staff, either at a catered party or large business meal. The banquet captain’s main goal is to ensure guest’s overall satisfaction and happiness at the function by calling on his well-oiled banquet staffs.
As a Banquet Captain, my responsibilities expanded from stationed at a function room to in charge for the whole floor. In charge of a whole floor means that I am monitoring numerous events at a time, and ensure that they have the highest quality of services provided. I order to achieve that, I was told to consistently communicate with the event organizer as well as the Banquet Server. Try to pop out question to the banquet server such as how many attendees, where is their lunch venue, what time they will be having their lunch is one of my method to make sure that all the Banquet Server well aware of the event details.
Banquet Captain Responsibilities
Makes and Delegates Staff Assignments
As a Banquet Captain, I need to convey to my team about their responsibilities and delegates table set-up, guest reception, serving and attention, event tear-down, side work down to the smallest details like who refills water glasses.
Attends to the Guests' Needs and Complaints
Holding the position of Banquet Captain require me to ensures the satisfaction of the event guests and present myself well since I am the face of the banquet staff. I need to resolves complaints within the scope of my authority at an event site.
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Coordinates Food Service
The banquet captain communicates with the kitchen staff and banquet servers to ensure that they maintain good communication and understand one another's need. This duty is particularly important if the banquet captain and his team are at a different event site and working with a different staff, but even if the site and employees are the same, this is an important function. When the banquet captain acts as a buffer between the two entities, he can clear up any misunderstandings and help overall productivity, quality and speed of service to the guests.
Assists in Administrative Duties
In preparation for a banquet or party, the banquet captain assists in basic administrative duties include knowing and charting a seating diagram, maintaining inventory records and staffing records, attending staff meetings and completing a captain's report for each event.
Helps to Prepare Tables and Food
To be a Banquet Captain does not mean that I only delegate the appropriate responsibilities and performed all of my other duties, I also should help set up for the event, which can include setting the tables with tablecloths, napkins, silverware and others. Banquet Captain Duties
Prepare assignments for staff assigned to each event
Greet host for assigned events and stay in contact throughout the events.
Work closely with Banquet Manager and Sales Coordinator to plan all events.
Ensure front and back of the house are maintained in a clean and orderly fashion.
Know the menu for each function served and be able to explain the major ingredients and preparation methods for each item to be served.
Promotes and maintains the highest level of customer service.
Resolves guest complaints within scope of authority.
Performs other job related duties as assigned.
Attend meetings as required by management.
Implements and maintains JW Marriott Kuala Lumpur policies and procedures.
Collect payment, posting and producing Banquet Check after the event finished. 39
Banquet Systems Banquet staff does not use system frequently, except for the Banquet Captain and Banquet Manager. The system that they are using is;
i.
Squirrel Mail Squirrel Mail is an internal email system, which also used by other YTL properties all over Malaysia. It will list out all email list from each property and make it easy to contact for certain reasons. Email normally will be used by Banquet Managers to distribute information or receive formal instruction for other department or personnel.
ii.
Squirrel Café A point-of-sales (POS), used to create bills, checks and posting the related charges into the system which will go directly to the Account Department. It also used to print the checks in order to collect the payment and get the signature of the organizer.
iii.
Banquet Management System (BAMS) Banquet Managers and Captains do not have much authority in operating this system and only use it to check and print out the Event Forecast only.
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2.1.4 CONCLUSION
To be in Banquet Department is a new and valuable experience for me since I never encounter it before, even in classes. I do learn about Food and Beverage subject such as HTH230 and HTH250 but it does not include lessons about Banqueting. The department functions and system is more less similar or match based on the books and lessons in the school, but based on my experience it varies depending on the particular organization or situations.
There are a few discrepancies that I identified, comparing the hotel and the school. Firstly, students are not exposed with the Banquet scope of responsibilities and tasks. They may have done small events before such as Faculty Dinner, but they did not receive any formal lessons for Banquet. Not to underestimated the knowledge, it is very important for a student to master it in order to climb the corporate ladder. Next is all the systems, equipment’s, storage, amenities are not used or practiced in the UiTM Hotel. Maybe because of the gap between the hotel standard compared to the school hotel, but in terms of storing, organizing and services are not an excuse not to practices any. Under this department, I came into guest contact under a few circumstances. They include: i.
Meeting and greeting the organizer and the attendees of an event in a few conditions such as welcoming them at JW Marriott Kuala Lumpur, having informal conversations, inquiries and others.
ii.
Handling complaints from the attendees or organizer.
iii.
Guest encounter on the Banquet floors.
As a conclusion for this section, I would like to state that I personally feel that the department is not facing any major problems with its operation and based on my observation, the flow of work usually goes very smoothly but there is always space for mistake. Each associate seems to be aware of their tasks and responsibilities performing their job well.
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What I can conclude about the task and responsibilities of a Banquet person is where a successful server should be attentive to guests without being intrusive. He should be knowledgeable about the food he is serving, taking time before a meal service to review the menu so he can answer any questions the guests may have. A successful banquet person should be able to serve a multicourse meal efficiently and fluidly. He should be able to make the guest feel at ease and create a comfortable environment. In addition to customer service, he must also be a team player. A good person recognizes when fellow colleagues may need help and offers assistance gladly. Lastly, I do identify certain problem in the department itself and I believed that if it is not cured now, it will lead to destruction. First, the department did not practice briefing in every shift and it is the major problem that leads to other problems, relevantly the associates does not have proper medium to do training, sharing information, passing message and communicating among associates and management. Next is the associate’s attitude problem where maybe because of the workload that they carried and dissatisfaction with salary offered. Lastly, lack of staff also contributes to rigid timetable and massive workloads.
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2.2
SALES DEPARTMENT
2.2.1 INTRODUCTION The JW Marriott Sales Department is placed under the direct surveillance of the YTL Vice President of Operations and General Managers from the JW Marriott Kuala Lumpur and The Ritz-Carlton Kuala Lumpur. The department is no longer under the JW Marriott management, but it is bounded under the flagship of YTL Hotels and Resorts. So in general, Sales Department here is called YTL Corporate Sales Office, with another wing of YTL Catering Sales Office which stationed at The Ritz-Carlton Kuala Lumpur. In other words, YTL Corporate Sales Office is responsible for selling and managing any corporate sales and functions which will be held at JW Marriott Kuala Lumpur and The Ritz-Carlton Kuala Lumpur. The Corporate Sales Office later divided into a few divisions which are Resorts Sales, International & Travel Industries Sales and Telemarketing Sales that is in control for selling Spa Villages.
All Sales Associates are office-based, but the Sales Executive and above positions will be travelling out of the office in most of the time for sales calls and appointments. The Sales Department in general consists of twelve (12) persons under the International & Travel Industries Sales, ten (10) persons under the Catering Sales, three (3) persons under the Resorts Sales, thirtyone (31) persons under the Corporate Sales and the Telemarketing Sales for Spa Village is outsourced to a company named Hospitality Direct Sdn Bhd.
The Corporate Sales later encircled of six (6) Sales Account Director, a (1) Senior Sales Account Manager, seven (7) Sales Account Manager, a (1) Event Manager, a (1) Sales Account Assistant, three (3) Sales Account Executive, a (1) Sales Administration Assistant and eleven (11) Sales Coordinator. In the same office also, it is home a Group Yield Management which comprises of three (3) persons which are the Group Yield Manager, two (2) Market Analysis Administrator and two (2) Group Coordinator who are under the Front Office Department.
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Senior Sales Account Manager (1 person) Sales Account Assistant (1 person) Sales Account Director
Sales Account Manager
(6 persons)
(7 persons) Sales Account Executive (3 persons) Event Manager (1 person) Sales Coordinator (11 persons)
Sales Administrator Assistant (1 persons)
Figure 8: Corporate Sales Department Organizational Chart
The Sales Director is the highest rank of the hierarchy, followed by the Senior Sales Account Manager and Sales Account Manager. Each of them represent different account of market segment or industry that there are accountable for. Each manager represents a team, filled with Sales Account Assistant or Sales Account Executive. All the top positions stated above is the one who responsible for meeting customer, going for sales calls or visits and appointments. Most of the time they are in direct contact with the client and away from the office. Sales Coordinator is responsible for coordinating the team paperwork, handling appointments for the manager, meeting clients for site inspection and others.
Being different than other hotels Sales Department who normally delegated and assigned their Sales Representative based on territories or zone, YTL Corporate Sales Department narrowing it down to assigned each manager which represents a team to specific industry and market. Any inquiries or proposal from companies will go through Sales Administrator Assistant and he will send the details to the Sales and Catering Administrator to allocate the inquiry for availability before forwarding it to the Sales Team in-charged. 44
The Sales Department work shift started at 9.00am until 6.00pm, from Monday till Friday only. All the Sales associates are entitled of two (2) off-days and any events of Public Holidays in Malaysia. The shift normally started with a briefing, which a Sales Coordinator will be in charge of reading the JW Marriott Kuala Lumpur and The Ritz-Carlton Kuala Lumpur daily packet which includes all the information about the latest hotel industry news, Marriott International news, YTL news, promotions, group in-house, occupancies, VIP in-house until the smallest details of associates birthday. During the briefing, there will be a question and answer session in order to polish the Sales persons product knowledge. The briefing took place in the office floor, often joined by the President of YTL Hotels, YTL Vice President of Operations and General Managers from JW Marriott Kuala Lumpur as well as The Ritz-Carlton Kuala Lumpur.
Team
JW Marriott
Name
Position
Debbie Ng
Sales Account Director
Matthew Chan
Sales Account Executive
Market / Industry Oil & Gas, Petrol Chemical, Mitsubishi Company
Team A
Water / Waste Industries, Chemicals
Mohd Romi Irwan
Sales Coordinator
Cleaning Services, Pest Control Fast Food, Franchise,
Christine Wong
Senior Sales Account
Restaurant,
Manager
Hypermarkets, Hotels
JW Marriott Team B
Food & Beverage, Mohd Romi Irwan
Sales Coordinator
Packaging ( Manufacturing, Trading, Services )
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YTL Owner Co, Affiliations Shino Low
Sales Account Executive
Subsidiary & Referral BizAutomation
Aerospace / Aviation
JW Marriott
Defence Technology
Team C
Security Services
Marine, Shipping, Noridayu Ibrahim
Sales Coordinator
Expedition Courier Services Transportation Services
Eddie Phuah
Sales Account Director
Meeting, Incentive, Convention & Exhibition Event Management
Lim Chinn Yi
Event Manager
Media, Entertainment, Broadcasting.
JW Marriott
PR & Advertising, Film
Team D
House Guan Li
Sales Account Executive Travel Agencies & Industries ( Conference for JWM &
Diana Affandi
Sales Coordinator
RCKL Only )
Airlines 46
Power Generation Fiona Yong
Sales Account Manager
JW Marriott
Energy & Utility
Plantations, Agriculture
Team E Mining, Mineral, Quarries Chai Li Ting
Sales Coordinator Tobacco
Yap Wai Ming
Sales Account Manage Training
JW Marriott Team F
Noraini Talib
Sales Coordinator
Kent Choong
Sales Coordinator
Colin Siow
Sales Account Manager
Consultancy, Marketing, Management
Embassy Valiram Group Meena Ramalingam
Sales Account Assistant
( Corporate & Catering Colin Siow )
JW Marriott
Earma Eza Sagzir
Sales Coordinator
Team G
Associations, Clubs Societies, Foundations Churches, Religious & Organisations
Muhammad Salihin
Management Trainee /
Colleges, Institutions,
Jaafar
Sales Coordinator
Universities
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Steffany Boak
Sales Account Director
Computer, Software & Hardware, Semiconducter ( Manufacturing / Trading
JW Marriott
/ Services ) Hendric Mohan
Sales Account Manager
Team H
Telecommunications Electronics, Electricals ( Manufacturing / Product Syafiq Ridha
Sales Coordinator
Sales / Services )
Real Estate, Property Maintenance Architect, Interior Design Jessica Teh
Sales Account Manager Recreation, Amusement Gaming & Sports Team Computer Games
JW Marriott
Legal
Team I
Employment Agencies Business Centre Mechanical, Machineries, Metal & Steel Daryl Chung
Sales Coordinator
Factoring
Furniture, Wood & Paper Industries Construction, Developer, Cement 48
Financial Institution Sonja Yap
Sales Account Director
Investment, Merchant Banking Securities
JW Marriott
Sharon Liang
Sales Account Executive
Team J
Commercial Bank / Credit Card Financial Services
Accountancy / Research Noridayu Ibrahim
Sales Coordinator Insurance / Re-insurance
Steven Chen
Sales Account Manager
Pharmaceutical
JW Marriott Team K
Medical Services, Hospital Daryl Chung
Sales Coordinator
Dental & Medical Supplies
General Trading Kent Chung
Sales Account Manager
JW Marriott
Consumer Products, Retail
Team L
Sales Chai Li Ting
Sales Coordinator Direct Selling
JW Marriott Team M
Rosihan Anuar
Sales Account Director
Muhammad Salihin
Management Trainee/
Jaafar
Sales Coordinator
Table 6: Corporate Sales Teams 49
Government
Speaking to one of the Sales Director to acquire more information, I was told that the Sales Account Director and Sales Account Managers are doing sales for Malaysia and Singapore. They are also assigned to specific market and industries and based on two (2) factors:
i.
Needs and requirements of certain company and industry When the organization assigned each Sales Representative to concentrate only to specific industry, it will help them to understand the need and requirements of the industry since most of the companies will be generally sharing the same nature of the industry in terms of promotions, managements, restrictions, rules and regulations. In the other hand, it will create a salesperson that will be in their shoes and at the same time obtaining sales for the hotel.
ii.
Experience and knowledge When a salesperson is concentrating in the industry for quite a time, he will be very familiar with the nature of the industry players and experienced enough in handling specific type of persons as well as create a network within the industry players. It will create a long term bond between the hotel and the industry which will generate revenue to the hotel. Knowledge about the industry is crucial for salespersons, and what most of the hotel do is they assigned their salespersons based on region which I personally believed it is not practical. A region will include a lot of industries in a single category and to be honest, it will be quite a mess. By dealing with specific market, salespersons can keep updated about the latest news, trends, rules and regulations and many other which will benefit both parties.
Sales Department and Marketing Department normally belongs in a department, like most of the hotel does but not is JW Marriott Kuala Lumpur. Sales and Marketing is totally two different department, and they are both centralized and under direct surveillance of YTL Hotels and Resorts. But even though marketing is not under the Sales Department, the salespersons of YTL Corporate Sales still carry out their marketing effort in order to have a direct contact with the customer or analyzing the potential customer. Below are the methods of sales and marketing that normally practiced by the salespersons;
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Method
Explanation
To distribute latest promotions, information’s and services in the hotel.
Email sent will be included with contact details in case the person or the company interested to acquire services from the
E-mail
hotel.
As a medium of interaction between clients.
As example during the Ramadhan month, salespersons double their effort of sales by emailing the Ramadhan Buffet Dinner promotion to their entire client in order to gain business to the hotel.
Sales calls or sales visits are where the salesperson will make an appointment with the potential customers who are interested in acquiring services from the hotel.
They visit normally will be joined by the General Manager from JW Marriott Kuala Lumpur or The Ritz-Carlton Kuala
Sales Calls / Sales Visit
Lumpur as a sign of support and how enthusiasts the hotel would be to provide the services to them.
During this method, they will normally bring along some souvenir from the hotel and Sales Kit to give clearer picture about the hotel and how admiration the hotel towards the potential event.
Entertainment
Entertainment is an effort or a method used by the way of treating the guest or client with hotel’s product for complimentary to further enhance the hotel’s image as well as to make them feel honored.
It will create a long term relationship between the hotel and the client, and can be done by sending cakes during their birthday, inviting them over to taste the latest promotion in the air, free spa treatment and many others.
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Site Inspection
If a client wants to have a site inspection, then it means that the chances to get the business have expanded to larger percentage. This is the best time and method by convincing them why they should do it at our property.
During this session, we will bring the potential clients to view all type of rooms, outlets, facilities, services and others in order to amaze them and make them believe there is no other place better than at our property.
Buddy
―Buddy‖ is where your clients or your colleagues introduce you to potential clients.
As example, the Sales Account Manager who is in-charged for the Medical Services and Hospital market found out that his client which is a doctor also act as a board member in the Malaysian Medical Association so he introduce him to the Sales Account Manager who is in-charged for the Association market.
Table 7: Sales Approach and Method
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As mentioned above, Sales Kit is one of the salespersons best friend which he or she will bring most of the time and the items contained are listed below; i.
The Ritz-Carlton Hotels And Resort of Asia Book
ii.
The Ritz-Carlton Kuala Lumpur Flash Presentation CD-R
iii.
The Ritz-Carlton Kuala Lumpur Fact Sheet
iv.
The Ritz-Carlton Kuala Lumpur Function Room Capacity List
v.
The Ritz-Carlton Kuala Lumpur Conference Center Floor Layout
vi.
Latest Promotions Flyer and Booklets (e.g. Ramadhan Buffet Dinner)
vii.
Starhill Gallery Information Booklet
viii.
JW Marriott Kuala Lumpur Fact Sheet
ix.
JW Marriott Kuala Lumpur Function Room Capacity List
x.
JW Marriott Kuala Lumpur Conference Center Floor Layout
xi.
YTL Hotels Fact Sheet
xii.
The Majestic Malacca Fact Sheet
xiii.
Spa Village Tembok Bali Fact Sheet
xiv.
Cameron Highlands Resort Fact Sheet
xv.
Tanjung Jara Resort Fact Sheet
xvi.
Pangkor Laut Fact Sheet
xvii.
YTL Life Magazine
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2.2.2 SUB DEPARTMENT / POSITION 2.2.2 (a) SALES COORDINATOR During my internship period in the YTL Corporate Sales Offices, I was assigned as a Sales Coordinator under the team led by Mr. Colin as the Sales Account Manager, assisted by Miss Meena as the Sales Account Assistant and Miss Earma Eza as the Sales Coodinator. The team is in-charge of;
1. Embassies 2. Valiram Group 3. Associations, Clubs, Societies, Foundations, Organizations 4. Churches, Religious 5. Colleges, Institutions, Universities
After a few weeks in the department, I later was assigned to assist a Sales Account Director who is in charge of Government Market, Mr Rosihan Anuar due to the absence of his coordinator. In general, I was assigned to two market accounts and it is really tough in managing all the workloads coming from both teams. As a Sales Coordinator, it is my role to support my sales team in attaining the monthly as well as annual targets and operates with management and clients to determine business requirement. It is my duty to answers phones, makes follow-up calls with prospective clients, and holds meetings for my Sales Account Manager with clients who are looking forward to book an event. I reports report directly to the manager about conflicts and concerns with a party booking a group function. Additionally, coordinators follow-through with client requests until the event finished.
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Sales Coordinator Duties and Responsibilities
1. Maintaining a healthy relationship with existing customers while opening up fresh customers 2. Providing sales and administrative support involving efficient handling of top and confidential agreements. 3. Supporting the sales team in attaining sale targets. 4. Preparing proposals, agreements, sales report, presentations, BEO’s, Sales Kits and related documents needed. 5. Updating the sales database 6. Maintaining an efficient work environment 7. Coordinating and responding to all requests from the client. 8. Follow up with prospective clients and recent clients. 9. Hold meeting or follow the Sales Account Manager for a sales visit. 10. Ensure that all the work is updated and done before the dateline.
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Systems
In Sales Department, there are a few systems that are used to manage and planning event and it is explained below;
1. Banquet Management System (BAMS) BAMS is a system that is created and generated by the YTL Communications and widely used in all YTL Property all over the world. The system is used to block function room, prepare BEO’s, opening an account, updating the sales team database and publish the change form.
2. Squirrel Mail Every sales person has their own email address and the mail system is connected internally to all YTL hotels and resorts personnel. It also used as a marketing method whereby the email will included with certain clauses of hotel information, contact details and promotions. Each salesperson will have two emails, one is for the hotel they in charge and another one is for YTL. Below are the samples of the email addresses;
[email protected]
[email protected]
3. Microsoft Visio The system is used to create the function room floor plan, and it is filled with the actual size of the room and banquet equipment. When the proposed floor plan is generated, it will be sent to the prospective clients for their confirmation and later will be distributed to the department related.
4. Sales N-Drive Sales N-Drive is a sharing system where all salespersons will have their own folder in it and used to keep all the documents and database inside. It can be access through from all computers and laptops in the department, and also from home. It will help the salesperson to update or look for their documents at anywhere and anytime.
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Event Planning’s and Job Flows
An inquiry may be made in form of phone calls, letters, and visits or via email. I will explain step by step process of how an inquiry will be attended.
Step 1: Attending an Inquiry As explained above, an inquiry may be made from various sources and the salesperson has to utilize the ―Sales Inquiry Form‖ in order to attain all the details needed to proceed with the next step. Inquiry normally will go through the Sales Administration Assistant who handles all the in and out calls and he is the one who will take all the details and send it to the Sales and Catering Administrator for further action. Below are the lists of details needed from the prospective client; Company Name
Email Address
Industry
Date Of Event
Preferred Hotel
Type of Event
Contact Name
Time
Contact Number
Person Approximate (pax)
Fax Number
Set Up
Mobile Number
Remarks
Step 2: Blocking the Event Once the Sales Inquiry Form is filled with all the details needed, it later will be forwarded to the Sales and Catering Administrator to block the proposed function room. The inquiry details later will be forwarded to the Sales Account Manager in-charge of the industry along with the name of the function room blocked, status and cut-off date via email.
Step 3: Generating Proposal The sales team in-charge of the industry later will receive the email from the Sales and Catering Administrator and responsible to generate the proposal along with the quotation or seminar package based on the requirements of the prospective client. The packages are classified based on; 57
i. Seminar Package JW Marriott Kuala Lumpur SEMINAR PACKAGE
PACKAGE RATE
FULL DAY: 9am to 5pm Meeting Package is inclusive of 2 Coffee Breaks & 1 Lunch Only
RM180.00++ per person per day
HALF DAY: 9am to 12noon / 12noon to 5pm Meeting Package is inclusive of 1 Coffee Break & 1 Lunch Only
RM155.00++ per person per day
PACKAGE INCLUDES Main Room Hire Writing pads & Pencils, Mineral Water, Mints 1 Screen 1 Rostrum with 1 wired microphone 1 Whiteboard with markers 1 Flipchart with markers, 1 Four-gang socket extension cord
Table 8: Seminar Package JW Marriott Kuala Lumpur
ii. Seminar Package The Ritz-Carlton Kuala Lumpur SEMINAR PACKAGE
PACKAGE RATE
FULL DAY: 9am to 5pm Meeting Package is inclusive of 2 Coffee Breaks & 1 Lunch Only
RM200.00++ per person per day
HALF DAY: 9am - 12pm / 12pm - 5pm Meeting Package is inclusive of 1 Coffee Breaks & 1 Lunch Only
PACKAGE INCLUDES
Complimentary use of the main meeting room from 9.00am – 5.00pm with a dedicated server Free flow of coffee & tea Bottled water, mints, writing pads and pencils One flip chart or one white board with markers
RM185.00++ per person per day
Table 9: Seminar Package The Ritz-Carlton Kuala Lumpur
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iii. Room Rates JW Marriott Kuala Lumpur ( Embassies Rates) ROOM TYPE
ROOM RATE RM380.00++ per room night
Deluxe (King/Twin)
(inclusive of wired broadband)
RM550.00++ per room night
Executive Deluxe
(inclusive of wired broadband)
RM650.00++ per room night
Junior/Studio Suite
(inclusive of wired broadband)
Table 10: Embassies Room Rates JW Marriott Kuala Lumpur
iv. Room Rates The-Ritz Carlton Kuala Lumpur (Embassies Rate) ROOM TYPE
ROOM RATE RM480.00++ per room per night
Deluxe
(include with butler service and wired broadband)
RM550.00++ per room per night
Executive Deluxe
(include with butler service and wired broadband)
RM850.00++ per room per night
Grand Deluxe
(include with butler service and wired broadband)
RM950.00++ per room per night
Premier
(include with butler service and wired broadband)
Table 11: Embassies Room Rates The Ritz-Carlton Kuala Lumpur Step 4: Follow Up Following up with the guest is one of the vital phases of planning for a function. The first thing to be done in following up is to ensure that the guest has indeed obtained the quotation from the hotel. Due to technological breakdown, sometimes faxes or emails are not received. Thus, it is important for the Sales Coordinator to follow up with client.
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Step 5: Negotiation After the client received and reviewed the proposal, the will be a negotiation between both parties especially about the rates and quotation offers. In this phase, it is very important in creating a win-win situation and there might be an adjustment to be done. The adjustment normally will consist of details below and will be sent to the client accordingly. The client later will states their agreement on the accommodation rates, meeting packages, hall rentals, separate rentals of AV equipment’s by signing the terms and conditions on the proposal and revert back to the Sales Coordinator.
Revised Proposal
Revised Floor Plan
Pro Forma Invoice
Step 6: Payment In the proposal, there will be statement and details about the deposit that the client need to pay in advance to secure their place as well as the cut-off date. Payment can be in the form of cash, credit card or bank draft. Besides that, clients who wish to make payment by cheque are required to forward the hotel a copy of the bank slip for reference. For a company who already have an account and good relationship with the hotel before, they may just send a Letter of Undertaking (LOU) and normally used by the Government Agencies. In addition to that, confirmation for payment can also be made by deposit or credit card authorization.
Step 7: Preparation and Distribution of the Banquet Event Order (BEO) and other related documents. For internal circulation and client references, the BEO is prepared sequentially after the confirmation has been done by the guest. If obtained, the LOU can be attached together with the BEO along with the proposal. The BEO contains all information about the function disseminated to all departments. The other documents that need to be prepared and distribute along with the BEO are Artist Job Order, Purchase Order, Business Center Job Order, Floor plan and Change Form.
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Step 8: Day of the Function During this stage, it is a must for the Sales team to meet up the organizer to ensure that everything is running smoothly. If case there is a problem occurred, then the salesperson should manage it within acceptable time and manner. Other than that, by meeting up the organizer it will show the hotel desire in anticipating client’s needs and requirements.
Step 9: Full Payment Once the function is over, payment needs to be done accordingly based on the terms mentioned in the Confirmation Letter and the BEO. The payment will be collected by the Banquet Captain or Banquet Assistant Manager and later will be forwarded to the Accounting Department. Besides that, the salesperson will also need to send the client a thank you letter as a token of appreciation for the business they have provided for the hotel and indicate the hotel’s intention to further cultivate the relationship between the hotel and the guest.
The diagram below is the summary of the process explained below: Inquiries
Blocking Events
Generating Proposal
Payment
Negotiating
Following up
Preparation of BEO and Documents
Day of Function
Full Payment
Figure 9: Event Planning and Job Flows
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2.2.3 CONCLUSION
In a nutshell, my internship in the Sales Department has achieved my goals and objective where I wanted to obtain new and valuable experience for me. To be in the real industry is not like what we have been learning in classes even though it is similar based on theory. The lessons that I received in classes has equipped me with certain knowledge in order to survive in the real position, and I was glad that I had the exposure of being in the management side of the hotel.
The department was superbly managed, and the department has taught me how to me improve myself in order to raise the service standard that they deliver. Handling lots of workloads, become the key player of the team, learning how to communicate and attract customer and gain business for the entity has made me a ready to enter the working life. Under this department, I came into guest contact under a few circumstances. They include: i.
Meeting and greeting the organizer and the attendees of an event in a few conditions such as welcoming them at JW Marriott Kuala Lumpur, having informal conversations, inquiries and others.
ii.
Handling complaints from the attendees or organizer.
iii.
Communicating via phone calls and emails.
iv.
Sales visits.
v.
Bringing guest for site inspections and discussions.
vi.
Encounter clients and guests at the Conference Center floor.
As a conclusion for this section, I would like to state that I personally feel that the department is not facing any problems with its operation and based on my observation, the flow of work is above the standard which perfection is their key to success and also minimize the spaces for mistake. Each associate are fully aware of their tasks and responsibilities performing their job well.
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In conclusion, I believe that a successful Sales person needs to have a professional, strong and good public speaking skill since their job scope includes them with large amount of communication imperative to verbal and written communication. A Sales person also needs to possess creative skill and reinventing himself in order to survive in the dynamic environment. He also need to have a good people skill, which he should be able to communicate as well as interact with other working professional including colleagues and clients of the hotel. Organizational skills and computer knowledge is a bonus and come in handy in order to be a good Sales person.
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3.0
MISCELLANEOUS
Besides the facilities and services mentioned above, the hotel also offer memberships for its guests. There are two (2) different memberships offered, they are:
Marriott Rewards Program Marriott Rewards is the loyalty program offered by Marriott International, Inc. It allows members to earn reward points or airline miles by staying at participating Marriott brand hotels, in addition to other membership benefits. Members can also earn points or miles for groups or events they book at participating Marriott brand hotels. Members receive benefits such as priority hotel check-in and member-only specials. Frequent travelers can also earn ―elite level‖ benefits with Marriott Rewards, including room upgrades, bonus points or miles, and special gifts. There are four ―elite‖ levels—Silver, Gold, Platinum and Platinum Premier which is the highest level based on the number of nights stayed at Marriott hotels each year. Platinum Premier, although not officially listed, is said to be the top three percent (3%) of Marriott Rewards Platinum members based on the number of nights stayed at Marriott hotels each year and tenure in the Marriott Rewards program. Rewards points can be redeemed for any of over two hundred and fifty (250) reward options, including future hotel stays at Marriott brand hotels, merchandise, cruises, spa or golf packages, and more. There are no blackout dates for hotel reward stays at participating locations. Members who choose to earn miles can redeem them with over thirty (30) United States and international airlines.
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YTL Platinum Plus YTL Platinum Plus program is a brand loyalty program introduced by YTL Hotels and Resorts in order to create a lasting bond and relationship between the organization and guests. The cardholder may redeem wonderful rewards and a host of existing YTL community privileges from wining and dining to luxurious hotel accommodation, attractive premiums and complimentary holiday destinations, including private helicopter and yacht tours. With the minimum annual membership fees of RM150, cardholders will collect points every time they patron any of the YTL properties. Reward points will be recorded in the cardholder account for any purchases of qualifying goods and services and every RM1 they spent, they will receive one (1) point. It is also applicable for members to own an exclusive home or property with YTL Homes. Every RM100 spent on YTL Homes property entitles member to receive one (1) point.
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4.0
S.W.O.T ANALYSIS
Strength: i.
Level of Services At JW Marriott Kuala Lumpur, the levels of services delivered are specially crafted to leave the memorable experience and impression to the guest. Associates are emphasized on taking the guest for extra mile with the empowerment that provided by the management. It shows how enthusiastic the management is in order to achieve maximum guest satisfactions. Based on my reviews on the Internet, it shows that besides the hotels room and restaurant, the level of services is the major reason why they are coming back to the hotel.
ii.
Brand The JW Marriott brand is a household name, recognized by the whole world. Guest know what type of product and services they will be having, thus make them patronizing the hotel. JW Marriott stands for luxury, upscale services to cater anyone’s needs and requirements. To be under the YTL Hotels also, has made the hotel well recognized with the effort taken by the organization in order to make sure the JW Marriott Kuala Lumpur is still the happening hotel in town.
iii.
Positions JW Marriott has established itself on a very comfortable position, with loyal guest all over the world and business partners everywhere. It is the preferred venue for any VIP’s or international events and accommodations, with a bright profile of services.
iv.
Product To be in the same complex with Starhill Gallery and The Ritz-Carlton Kuala Lumpur, JW Marriott is truly a unique hotel with potpourri of products offered. From the accommodation, restaurants, services, gymnasium, award winning spa, banks, boutique, and clinics to a household shop, there is nothing you cannot find in JW Marriott Kuala Lumpur.
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Weakness:
i.
Salary Even though the management was efficient and supportive, but in terms of salary offered to the associates is considered very low. By comparing it to the other five (5) star establishments in Kuala Lumpur and the workloads that they are facing, the salary offered is not worth it. It is simplest reason why the turnover of associates is rising currently, and soon it will lead to lack of staffs and other major problem to the hotel.
Opportunity: i.
Location Located at the heart of Kuala Lumpur Golden Triangle, it is the most happening place in town with millions of crowds gathered here every day. Perfect with luxury style and living, the location also easily accessible with various public transportations. Just a few minutes away from Kuala Lumpur City Center, Pavilion, Lot 10, Sungei Wang and many others tourist attraction contributed to its success.
ii.
Product The JW Marriott Kuala Lumpur is currently under one hundred percent (100%) renovation, with the smallest detail taken care of. Expected to be fully ready by early next year, Kuala Lumpur will witness the comeback of JW Marriott Kuala Lumpur as the number one hotel in Malaysia.
Threat: i.
Competitors Bukit Bintang is too crowded with numbers of upscale hotels stands, and led to tight end competition in the area. Every hotel is trying to penetrate every single opportunity, and in order not only to survive but to stand out of the competition is far more difficult. With a few more hotels coming to town such as Grand Hyatt Kuala Lumpur which currently under construction, the competition is expected to rise.
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ii.
Brand Even though JW Marriott brand is well recognized, but it is also harmful. Haunted by the JW Marriott and The Ritz-Carlton Jakarta terrorist bombing disaster, the hotel is exposed to danger at all time.
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5.0
OVERALL CONCLUSION
With regards to my enrolment as a trainee during my internship period at JW Marriott Kuala Lumpur, I am expecting to learn and grab as much knowledge as I can. I aimed to become versed with something that I did not have chances to gain in classes, and focusing more on grooming myself to the management side. My working experience in hotel industry before really helps me a lot in understanding and making a fair comparison on how to develop my career in the future. Honestly, I am trying to escape from being in the department that I have learnt in classes before and also operational department. I am more interested in penetrating opportunities in the management level such as in the Sales Department.
Luckily, I managed to be in the Banquet and Sales Department which I truly do not have any experiences before in fact I considered the opportunity is once in a blue moon. Experience in planning while I was in the Banquet Department and applying it in the Sales Department really helps me a lot during my internship period. I personally feel that I achieved my aim to understand the hotel operation, grooming myself onto the corporate ladder, enhancing my knowledge and communication and managing my career in the future.
The internship I have just went through have made up my mind that hospitality industry is my cup of tea, and the passion that I instill since secondary school really reinforce me to involve in this industry. I will definitely pursuing my career in hotel, especially the management side or Administration level. I believed that one day I will achieved personal goal where I want to be a General Manager at international chained five (5) star establishments.
Referring to the syllabus that I have learnt in UiTM and comparing it to the internship experience that I received, I believed some of the subject prepared me with knowledge needed such as Food and Beverage Management 1 and 2 (HTH130 and HTH230), Food and Beverage Service 1 and 2 (HTH135 and HTH235). In the other words, the skills and knowledge equipped about the Food and Beverage really helps me going through my internship in the Banquet Department. For Hospitality Sales and Marketing (HTH366), it does help me in understanding very brief about the department, but I personally feels that it does not prepared me enough. 69
During my internship training, the knowledge that I received is vast and really valuable. While I was in the Banquet Department, I was glad that I managed to be as a Banquet Captain which involves more on planning, guiding and assigning work. Without a very minimal knowledge that I have about Banquet, my stint in the department really helps me in understanding more on the overall department scope and their contribution to the hotel. As a Banquet Captain, I was taught about Audio Visual equipment’s, setting up function room, dealing with event organizer in order to make sure the event will went smooth, planning, briefing, assign assignment and many others. In the Sales Department, I managed to gain precious experience in skills and knowledge. As a salesperson, experience dealing with customer really taken in points where it will develop yourself in how do you present your property as well as yourself. Enhancing my verbal communication, sales skills, negotiating skills, self-confidence are just a few things that I managed to gain at the department.
Personally, I believed that a good hospitality manager must possess certain skills to be capable in handling daily operation of the organization or entity and the first skill is problem solving and decision making skill. A manager should know how to solve problem, knowing the method to use and to analyze the effectiveness. Second is planning skill where a manager should manage and develop relevant goals, objective, strategies, resources and budget. Thirdly is delegation of responsibility which will benefit the organization. Fourth is a good communication internally and externally. Good experience may also come in handy where the experience can be implemented to the organization. Flexibility, patient, interpersonal skill is just a few skills that may help a manager to be successful.
Briefly, I would like to express my gratitude to all JW Marriott associates especially Banquet and Sales Department for supporting in during my internship training at the hotel. They willingly teach me and share all the skills, experiences and knowledge both practically and theoretically. As the only intern who managed to be as Banquet Captain, they allowed me to perform my duties and having my back with my decision and treating me as the permanent staff. Besides that, the daily briefing sessions conducted by the department also gave me an insight on how things should be done, according to procedure.
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In connection with my experience and observation so far, the syllabus that is used at the Hotel Faculty is relevant enough to equipped students with the necessary skills and knowledge to enter the hospitality industry. Even though the syllabus is still relevant, it is too conventional to be taught to students. Hospitality industry in getting more dynamic and trends are changing, same goes to the syllabus. Syllabus shall be kept but modified based on current industry requirements. Ongoing assessment and practical classes should be added and reinforce with the latest knowledge and skills from the current industry. With example, serving classes should include with banqueting knowledge and constant practice should be emphasizes.
In a nutshell, I am satisfied with the experience I gained during my internship period. The experience I gained definitely valuable and priceless in order to equip me in developing my career path in the future. Two and half years of study really paid off, and I am sure that the hospitality industry is really my cup of tea.
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APPENDIXES
Appendix 1 : Marriott Brand Logo 72
Appendix 2: YTL Hotels Brands Logo
73
Appendix 4: Hotel Building Exterior 2
Appendix 3: Hotel Building Exterior 1
Appendix 5: Hotel Entrance 74
Appendix 6: The Bellman
Appendix 7: Hotel Atrium
Appendix 8: Starhill Lounge
75
Appendix 9: Hotel Lobby
Appendix 10: Deluxe Room 1
Appendix 11: Deluxe Room 2
Appendix 12: Presidential Suite Bedroom
76
Appendix 13: Two Bedroom Suite
Appendix 14: One Bedroom Suite
Appendix 15: Studio Suite
Appendix 16: VIP Suite
77
Appendix 17: Grand Ballroom
Appendix 18: Ballroom Foyer
Appendix 19: Boardroom
Appendix 20: Business Center
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Appendix 21: Village Bar
Appendix 22: Third Floor Restaurant
Appendix 23 : Shook! Restaurant
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Appendix 24 : JW Marriott Proposal Appendix 25 : JW Marriott Room Rates Agreement Appendix 26: Banquet Event Order Appendix 27 : Coffee Breaks Menus Appendix 28 : Corporate Rates 2010 Appendix 29 : Seminar Lunch Packages at Feast Village
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