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8/9/2019 Presentation Practical
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MOHD FAADHILASYRAF BIN MAHRUZAMAN
17DHK08F1011
THE DATAI LANGKAWI
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THE DATAI LANGKAWI
f LOCATED ON THE NORTHWESTERN TIP OF LANGKAWI ISLAND,.
f IT SURROUNDING BY NATURAL RAINFOREST.
f OPENING ON 29TH OCTOBER 1993.
f
MANAGE BY GENERAL HOTEL MANAGEMENTS LTD (GHM).f HAS 122 UNITS ROOM WITH DIFFERENT CATEGORIES .
f HAVE 4 LUXURY RESTAURANT.
f FACILITIES: THE SPA, G-SHOP, HEALTH CLUB, MEETING ROOM,AND ELSE.
f GM- MRS. ELEANOR HARDY & EAM- MR. GUIDO FARINA.
f HAVE 9 DEPARTMENT INCLUDED KL SALES OFFICE.
f
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INDUSTRIAL TRAINING
HOUSEKEEPINGDEPARTMENT
FRONT OFFICEDEPARTMENT
FOOD &BEVERAGE
DEPARTMENT
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HOUSEKEEPING DEPARTMENT
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HOUSEKEEPING DEPARTMENT
EXECUTIVEHOUSEKEEPER
EXEC. ASST.HOUSEKEEPER
ASST. HOUSEKEEPER LAUNDARY MANAGER
POOL ATTENDANTS
HK/POOL/ GARDENERSUPERVISOR
HK CLERK HK ATTENDANTS GARDENER
STAF HOUSINGATTENDANTS
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ATTRIBUTES OF HOUSEKEEPING STAFF
f HONESTYf This is a very essential attribute for housekeeping staff and especially
among the room attendants, as they have access to all guest rooms.
Sometimes very valuable guest belongings are found lying around in the
room which may arouse temptation.
f GROOMINGf Floor and public area supervisors, room attendants and housekeeping
staffs that are in constant guest contact should be well groomed at all
time. The uniform should be crisp, cleaned and pressed. Lady staff shouldwear minimum jewelry, light make-up, light perfume, hair properly tied in
to a bun and low heeled shoes.f PERSONAL HYGIENE
f Housekeeping staff must take bath regularly; fingernails should be short
and should ensure that no body or mouth odor is present. Any
transferable disease must be reported immediately.
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PHYSICAL FITNESS
f It requires the strong physical constitutions to meet the demand of housekeeping job as the nature of this job itself is more manual and requires
long hours of standing.f TACTFULNESS AND DIPLOMACY
f Often guest may comfort or facilities or services that are outside themanagement policy. It takes a lot of tact and diplomacy alone that candiffuse such a situation
f COURTESY
f Floor and public area supervisors, room attendants and housekeeping staffsare constantly in contact with the guests. They should always greet the guestwith smile. If any guest requests for some extra service or the other housekeeping services it should be done with politeness and charm.
f CO-OPERATION
f Co-operation among the housekeeping staff and among the other departmentis a must because it is teamwork. It they fail to prepare departure room or report the lost and found or fail to report about the mini bar item that mightcan cause some problem in hotel revenue and image too. Or if they do notsupport room service depart; it would be impossible to run a quality hotel.
f
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RESPONSIBILITYf Taking the responsibility of cleanliness, comfort and safety of entire
hotel. This department carries out great responsibility as it being an eye
and ear of the management and the backbone of the hotel.
f This department makes a room appealing as well as keeps the aesthetic
value of the entire hotel. The housekeeping department is also
responsible for providing guest room supplies and amenities for the
convenience of the guest.
f The main mission of Housekeeping Department is to:
*provide a clean interior to upgrade room sales
*protect the owner¶s investment
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JOB ASSIGNED
f LINEN
f LAUNDRY
f CLERK
f
POOL ATTENDANTf HOUSEKEEPING ATTENDANT :
* ROOM ATTENDANT
* TURNDOWN ATTENDANT
f PUBLIC AREA
f HOUSEKEEPING SUPERVISOR
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FOOD & BEVERAGE DEPARTMENT
BEACH CLUB RESTAURANT
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FOOD & BEVERAGE DEPARTMENT
RESTAURANTMANAGER
SUPERVISOR
ASST. MANAGER
CAPTAIN
SENIOR CAPTAIN
WAITERS
SENIORWAITERS
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RESTAURANT PERSONNEL RESPONSIBLE
f Preparing for service.
f Greeting guests
f Taking the order
f
Serving the orderf Creating a friendly atmosphere where guests can enjoy themselves.
f Completing service
f Helping co-workers as needed.
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SEQUENCE OF SERVICE
f Greet the guests.
f Escort guests to the appropriate table.
f Take the cold towel and also give menu and wine list to guest.
f Taking the order and describe specials.
f Repeat the guest order and state to captain order.
f Server takes beverage order starting with eldest lady guest andcontinuing clockwise around table.
f Present beverages on the right side of the guest with the right hand.
f Serving the meals with left hand and from the guest's left. Travel
counter-clockwise around the table, beginning with the eldest woman
first.
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SETTING AND COVER
f Lunch- Ala Carte
*Lights Mediterranean, Asian Cuisine, Grilled Seafood and Daily
Specials.
f Dinner- Buffet
*Malaysia Night
*Seafood and Fish Market
*Italian Night
*South East Asian
*Mediterranean Night
Romantic Dinner/ Private Dinner
*Malaysia Menu
*Fish and Seafood Menu
*Mediterranean Menu
*Classical Menu
*Vegetarian Menu
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FRONT OFFICE DEPARTMENT
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FRONT OFFICE DEPARTMENT
FRONT OFFICE MANAGER ASST.FRONT OFFICE
MANAGER
CHIEF CONCIEGEASST. MANAGER GUEST RELATIONMANAGER
SUPV/OPERATOR
SUPV
RECEPTIONIST
RESERVATION
MANAGER
RESERVATIONIST
OPERATOR
CAPTAIN
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FRONT OFFICE
FIRST IMPRESSION INFORMATION CENTER
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MAIN FUNCTION
f To allot the room to the guest, called as check-in.
f To maintain the room records for reservation and allocation.
f To collect the room charges and other miscellaneous charges forvarious services used by guest during his/her stay at the hotel, at the
time of departure of guest.
f To take advance booking for rooms.
f To handle the phone calls of hotel.
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GUEST CYCLE
Pre arrivalphase
Arrivalphase
Occupancyphase
Departurephase
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TASK
f Pre-arrival
f Reservations
f reservation
f identification of source of business
f prepayment
f other pre-arrival activities e.g. preregistration,
f pre-assignment
f Arrival Registration
f identification of guest status
f registration
f room assignment
rate assignment
establishment of credit
creation of guest account
issuing of room key
rooming of guest
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f Occupancy
f Occupancy of Room
f updating of room status
f room/rate change
f cashiering activities
f communication with other departments
f maintenance and auditing of accounts
Departure
Settlement and Check-out
settlement of guest accounts
collection of room keys
updating of room status
communication with other departments
creation of guest history
follow-up on late charges