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ACKNOWLEDGEMENT
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ACKNOWLEDGEMENT
We wish to express our sincere gratitude to En. Azhan Bin Nawi, LecturerCourses Hotel and Lodging Operation ( HH 512 ) , Tourism and Hospitality
Department Of Politeknik Tuanku Syed Sijuddin for providing we an opportunity to do
group assignment work on Front Office Operation and thanks too for guidance and
encouragement in carrying out this assignment successfully.
We also wish to express our gratitude to the Putra Palace Hotel for give co-
operation when in interview period. We not forget to express our gratitude to the
Front Office ManagerMr. Mohd Firdaus Mazlin and Mr. Kamil Zolkipli executive of
sales and marketing for giving the information about the hotel and giving good
explanation about the front offices.
Last but not least we wish to avail ourselves of this opportunity, express a
sense of gratitude and love to our beloved parents for their manual support, strength,
help and for everything to succeed this assignment.
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INTRODUCTION
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INTRODUCTION
We choose the Putra Palace Hotel as our interview hotel because the hotel
rating accord with the demands of 3 star rates hotel. Putra Palace Hotel is a
Standard 3 star rates hotel, that provide basic of accommodation service and food
and beverage outlet.
In other side, the Putra Palace Hotel are near with our institutionPolytechnic ,we needed research the place near with our institution to save the cost
of rent car and another cost .
Another reason we choose it as the place we interview because the Front
Office Manager welcomed us to do the research about their hotel. Putra Palace
Hotel are accord with our require .
This assignment will show about the background of Putra Palace Hotel,
organization chart , type of room that hotel provide, facilities and amenities, and the
job description and specification in this hotel.
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HOTEL BACKGROUD
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Hotel ackgroud
Putra Palace Hotel was opened on February 21, 1993. Thus, it has been
operated near 21 years. Putra Palace Hotel is owned by Perbadanan Ekonomi
Perlis. Until now Putra Palace has change their names for the third times. When
Putra Palace was opened in 1993 their actual name is Fortune Hotel. In 1995 it was
change once again to Penters Traveller. In 1999 Almarhum Tuanku Syed Putra
Jamallulail was give name of Putra Palace Hotel.
Putra Palace Hotel is a Standard 3 star rates hotel. Putra Palace Hotel has 11th
floor which can fit 145 of rooms which include standard rooms, deluxe rooms, triple
rooms, family rooms, suite rooms pent house.
Putra Palace Hotel not only provide accommodation but it also provide halls,
meetings or seminar room rent and wedding ceremony. Putra Palace Hotel is
located at No. 135, Persiaran Jubli Emas, 01000, Kangar, Perlis. It is strategic place
because it has been built in the city so easier the tourist to find it and guest to go
around the city.
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ORGANISATION CHART
OF FRONT OFFICEDEPARTMENT
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Front Office Staff FRONT OFFICE ClerkBellman
Executive Front Office
FRONT OFFICE
MANAGER
ASSISTANT
MANAGER FRONT
OFFICE
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ROOM AND ROOMS
TARIFF
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Type of rooms and rooms tariff
Standard Room
Room rates = RM 188.00
Promotion rates = RM 118.00
Deluxe Room
Room rates = RM 218.00
Promotion rates = RM 118.00
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Suite Room
Room rates = RM 348.00
Promotion rates = RM 188.00
Triple Room
Room rates = RM 388.00
Promotion rates = RM 228.00
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Family Room
Room rates = RM 698.00
Promotion rates = RM 328.00
Pent House
Room rates = RM 798.00
Promotion rates = RM 388.00
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Term and Condition
Rates are quoted in Malaysian Ringgit.
All rates are subject to change without prior notice
Extra bed RM 25.00
Rates are inclusive of Buffer Breakfast
Complimentary Daily Local Newspaper
Group Rates are available upon request
Reserved Room will be held until 6.00 p.m unless otherwise stated
Check-in time: 2.00 p.m & Check-out time - 12.00 p.m noon
Extended Check-out time 3.00 p.m (subject to room availability)
Credit & Charge cards accepted : Master Card, Visa, American Express,
Dinner Club & JCB
The rates quoted above are subject to 10% service and 6% government tax.
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FACILITIES AND
AMENITIES PROVIDED
IN HOTEL
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ROOM, FACILITIES AND SERVICES
Facilities
Hotel
24 hour reception
24 hour room service
WiFi
24 hours free internet access
24 hour security
Surau & sejadah
Current package as per request also available
Baby Cot is available upon on request
Laundry service
Ample Free parking lot
Safe deposit boxes and forex services
Airport and jetty transfers
Room
Air-conditional
WiFi in room
Coffee & tea set
Iron & iron board in each room
Extra mattress (as per request)
Sejadah
Mineral water
Minibar (fridge)
Balcony rooms
24 hour room service
Daily housekeeping service
Extra pillow
Daily newspaper
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Writing table
Hair dryer
Fire protection system
CCTV
ROOMS / BANQUET / F&B
Putra Ballroom
on 7th floor
for 100 banquet tables pillarless
Setar Ballroom
on 7th floor
for 40 banquet tables
Seminar Room
On 1st floor.
Datai room ( 100 pax )
Zahir room ( 50 pax )
Nobar room ( 50 pax )
F&B
Western Restaurant ( serve buffet breakfast and dinner )
Chinese Rastaurant ( serve ala-carte local food and fried food )
Separated kitchen for wedding
Coffee house
operation hours ( 7 a.m - 10 a.m ) ( 12.30 p.m - 10 p.m )
ala carte menu
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JOB DESCRIPTION AND
SPECIFICATION
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CONCLUSION OR RECOMMENDATION
As conclusion, after we doing this assignment, that help improve our
knowledge about the front office operation , that also help our improve ourcommunicant with people. For example, when we interview the front office manager
we needed using more formal language to ask the question.
In other side, the Front Office manager also teach us about the skill to study
about the knowledge about front office.
Beside, when doing this assignment, we learn to co-operated to finish the
assignment with successful. We also work at the team to interview the manager, this
let we know about the important of teamwork.
After complete this assignment and some research abut Sentosa Regency
Hotel, we had our recommendation to improvise the star rated hotel and also make
the customers satisfied with their service. Our recommendation is such as to
upgrade their facilities such as swimming pool and gymnasium to increase the star
rated. Other than that, when a customer had an unsatisfied, they should fill the form
and duty officer will care about their problems and give a feedback about their
problems.
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APPENDIX AND
REFERENCE
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Appendix
Figure :Front view of Sentosa Regency Hotel.
Figure : View of Coffee House.
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Figure : Process of interview the Front Office Manager
During the process of interview we had an interview with the front office manager
and had some details about her.
Name : Mohd Firdaus Bin Mazlin
age: 30 years old
status: single
born in : Ipoh , perak
Starts working on Disember 1, 2013. he had started her carrier from F&B staff for 3
years and he just got transferred to front office department and then she had been
promoted to be a front office manager.
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Reference
Internet
- http://www.sentosaregencyhotel.com.my/
Tel : 04-7330372 / 04-7303999 Fax: 04-7308999
Human source
- Front office manager : Roslinda Binti Mohd Roslan