POLITEKNIK TUANKU SYED SIRAJUDDIN MINISTRY OF HIGHER EDUCATION

SWISS INN SUNGAI PETANI NO 1, JALAN PAHLAWAN, 08000, SUNGAI PETANI KEDAH

Prepared by: Name: Mohammed Akmal Bin Mohammed Registered No: 18SHK07F2010 Department: Hospitality Department Training Duration: 12 January 2009 – 12 June 2009

INDUSTRIAL TRAINING REPORT

PREPARED BY MOHAMMED AKMAL BIN MOHAMMED AT Swiss Inn Sungai Petani No 1, Jalan Pahlawan, 08000, Sungai Petani Kedah

Submitted to Hospitality Department In Partial Fulfillment Of the Requirement for the Certificate Hotel Catering Management

POLITEKNIK TUANKU SYED SIRAJUDDIN JANUARY 2009

ACKNOWLEDGEMENT

Most of all, I want to acknowledge and thank to Allah SWT with my deepest gratitude for the miracles He has performed in my life for the completion of this practical report. I am able to complete this assignment which facilitated the completion on this Industrial training report. This Industrial training report would have not been carried successfully without the cooperation from many parties who contributes in preparing and completing this study. My sincere thanks and gratitude are extended to my dedicated and understanding advisor Cik Nuradilah bt Abas, the lecturer of Politeknik Tuanku Syed Sirajuddin, for her guidance and assistance, understanding and commitment throughout the duration of this work. Her encouragement, understanding suggestion and criticisms were helpful and essential in completing this Practical report. I am also deeply indebted my supervisor Mr.Suhaidi b. Abd Ghani, Executive Housekeeper, Mr.Ramzi b. Zakaria, HR Manager and all staffs at Swiss Inn Sungai Petani for cooperation in providing materials and information for this practical report. A special word of appreciation goes to all individuals and my friends who involved directly or indirectly in giving useful information and valuable comments for me in completing the practical report. Not to forget, I am grateful to have very understanding family member who always support my concern about my practical report. Here, I am honored to state my family member and giving me courage. Thank you very much once again for all people have been involved during the completing process in my practical report. The cooperation are kindly appreciative.

TABLE OF CONTENT

CHAPTER

CONTENTS
Title Acknowledgement List of figures Table of content

PAGES
i ii iii – vi vii - viii

CHAPTER 1 1.1 1.2 1.3

INTRODUCTIONS Introduction to industrial training Organization background Networking under Swiss Garden Hotel, resort Inns. 1-3 4 – 12 13 – 17

CHAPTER 2 2.1 31 CHAPTER 3 3.1 40 3.2 44 3.3 55 3.4 71

DAILY INDUSTRIAL TRAINING ACTIVITY Summary of activity during industrial training 18 –

HOUSEKEEPING DEPARTMENT OPERATIONS Introduction to Housekeeping department Housekeeping relationship with other department Housekeeping general supplies Room cleaning standard and procedures 32 – 40 – 45 – 56 –

3.5 86

Special cleaning project standard and procedures

72 –

CHAPTER 4 4.1 4.2 4.3 4.4 CHAPTER 5 5.1 5.2 5.3 5.4 5.5 CHAPTER 6 6.1 6.2 CHAPTER 7 CHAPTER 8 REFERENCES

FRONT OFFICE OPERATIONS Introduction to Front Office department Front Office organization chart Inter relationship between Front Offices and Housekeeping Department Standard and procedures Front Office operation FOOD AND BAVERAGE SERVICES OPERATIONS Introduction to Food and Beverage services production F&B organization chart Restaurant operating equipment Handling serving dishes and utensils The Banquet services HOTEL MARKETING PRODUCT Introduction to sales and marketing Sales Operations CONCLUSION COMMENT AND RECOMMENDATION 150 – 151 151 – 155 156 -157 158 – 159 160 112 – 115 116 – 138 139 – 142 143 – 149 110 - 111 98 – 109 87 - 88 89 – 95 96 – 97

ENCLOSURE - Pictures - Hotel Promotion - Document

161 - 164

CHAPTER 1 INTRODUCTIONS 1.1 INTRODUCTION TO INDUSTRIAL TRAINING

1.1.1 INTRODUCTION
For every student in Malaysian Politeknik Ministry of Higher Educations. That must be done to contend with an industrial training within one semester before to conferring of Certificate or Diploma. Within in five month proceeding in practical to under organization government and private, the student will be expose to the service line environment and real working life situations is more different compare than a student life in Politeknik. For the each student is compulsory past an industrial training module before to registering to the next semester. An industrial training will be able to a student learned of patience, confidence and will accept all valuable comment for self improvement or development in future.

1.1.2 Industrial Training Objectives

1. Expose of student for real working life condition. 2. Student will be able to form of spirit of teamwork and good relationships. 3. To increase of knowledge and skills during a work. 4. Student will be able for give a comments or opinions with a brave and confidently. 5. To increase of self confident 6. Stipulated to conferring a certificate or diploma. 7. Increase spirit of trust and full responsibilities as an employees.

1.1.3 Objective of Industrial Log Book. 1. The establishment or organization will able to make evaluation about the performance. 2. To help of lecture evaluate the level performance, self discipline, independence during a practical. 3. As a guidelines for resolving of problem during proceeding practical and well being practice while a working. 4. As a references for student during practical.

1.1.4 Importance of Industrial Training

1. Will be able to work as a teamwork and builds the good relationships. 2. To teach a particular person skill of type of behavior through practice and instruction in a real working condition and equipment. 3. Expose trainee to the various aspect of industrial practices and ethics. 4. Provide trainee with a job experience and how to handle hotel daily task and equipment efficiently. 5. To prepare them to enter working life since the job market nowadays demanded competent and skillful employees. 6. Developing a sense of responsibility towards society. 7. Developing personality & communication skills for future. 8. Enabling to execute more informed judgement and accepting responsibility for it. 9. Understanding the formal and informal relationships in an industrial organization so as to promote favorable human relations and teamwork. 10. Understanding real life situations in industrial organizations and their related environments and accelerating the learning process of how knowledge could be used in a realistic way. 11. Learning accepted service line practice in industry.

1.2 ORGANIZATION BACKGROUND

1.2.1 Introduction to Organization Swiss-Inn Sungai Petani (SISP) is the three star hotels that located at north Sungai Petani in state of Kedah. This hotel was owned by Swiss Garden International Hotels, Resorts, and Inns. Swiss Garden International Hotels, Resorts, and Inns have 7 network hotels all over Malaysia. Now, SISP is on the way for maintaining and retaining their present and existing customers so that they can build stronger and meaningful relationship. The sole purpose of a business Peter Drucker once famously claimed was “to create a customer”. However, keeping the customer has become regarded as equally, if not more important since Dawkins and Reinchheld (1990) reported that 5 per cent increase in customer retention generated an increase in customer net value of between 25 per cent and 95 per cent across a wide range of business environment.

1.2.2 Company Background Establishment

Picture 1.2.1 Swiss Inn Sungai Petani Logo

Swiss Inn Addressed

Swiss-Inn Sungai Petani, Kedah Darul Aman No 1, Jalan Pahlawan, 08000 Sungai Petani, Kedah Darul Aman, Malaysia. Tel: (604)-422 3333 Fax: (604)-423 3423 / 4224473 Website: www.swissgarden.com E-mail: sales_sisp@swissgarden.c

Picture 1.2.2 Swiss Inn Hotel Sungai petani

History of Establishment

Swiss-Inn Sungai Petani (SISP) is three star hotels that located at north Sungai Petani in state of Kedah. This hotel was owned by Swiss Garden International Hotels, Resorts, and Inns. Swiss Garden International Hotels, Resorts, and Inns have 7 network hotels all over Malaysia. They are also one of the biggest hotel owners in South East Asia. SISP managed by Swiss Garden International Hotels, Resorts, and Inns as a subsidiary. SISP began their operation on 18th May 1996. After 5 years operation, SISP was awarded as a three star hotel and become a member to PJ Development Holdings Group. But before SISP appeared, in 1994 this hotel was known as Pahlawan Wangi because this hotel located near Jalan Pahlawan. After that this hotel can’t continue because of serious losing. Then this hotel changed their named to JW Palace and under new management the strategies were changing. Although the management strategies were changing, JW Palace also has an experience such as Pahlawan Wangi condition. It is happen because during that time there were lack of business opportunities and not very famous especially in Kedah. Until Swiss garden management was take over from JW Palace on year 1996, this hotel business become more success because of that time Sungai Petani was introduced as industrial area in Kedah. In addition, this hotel was provided 101 rooms with elegant decoration and become famous among people. Swiss-Inn Sungai Petani was rated 3 star rating and 5 star rating interms of hotel’s products and facilities by the Malaysian Tourism Board.

Location Map

Picture 1.2.3 Location map to SISP Swiss-Inn Sungai Petani located at very strategic and prominent area in Sungai Petani. The hotel situated adjacent to new commercial hub which is nearby to high end Lagenda Heights properties, Banks, Business Centre and Hypermarkets. Facilities offered:1. Olympic size swimming pool 2. International standard Squash court 3. Tennis court 4. Unisex deluxe sauna room 5. Ping pong 6. Gym with fitness equipments 7. Trained instructor

Product and Service Rendered

Picture 1.2.4 Types of room provided Hotel Outlet • • • • • Garden Terrace Restaurant Pool Pavillion Lobby Lounge With Wifi Ball room & 12 Seminar Rooms Workshop Private Event Room

Picture 1.2.4 The Garden Terrace Restaurant

1.2.3 Swiss Inn Sungai Petani Organization Chart

General General Manager Manager

Human Human Resources Resources Accounting Accounting Department Department

Marketing Marketing Department Department

Front Front Office Office Department Department

Housekeeping Housekeeping Department Department

F&B F&B Department Department

Kitchen Kitchen Department Department

Maintenance Maintenance Department Department

Table 1.2.5 Organization Chart Swiss Inn Sungai Petani have a total of 10 individuals department led by highly competent Executives and Managers which comprises of Administration, Human Resources, Finance, Sales and Marketing, Safety & Health, Housekeeping, Maintenance & Engineering, Food & Beverage, Kitchen and Front Office Departments. 3 departments which under the EXCO committees are Human Resources, Finance and Sales.

1.2 4 Board Director Swiss Garden International, Hotels, Resorts & Inns ( Exco Committees, Vice President & Hotel General Manager)

Mr Andrew Wong Managing Director

Mr Raymond Yeoh Vice President Operations

Miss Melinda Ngew Vice President Business Development

Winnie Teo Financial Manager

Jerina Foong-Chin General Manager SGIKL

Radzman Tajuddin General Manager SGGRSDL

Louis Sebastian General Manager SISP

Rayan Komat General Manager SGRSK

1.2.5 Company Vision and Mission Statement Swiss Inn Vision Statement To be a first choice hotel in Sungai Petani by providing excellent Hospitality product and services to meet owner/shareholders bottom life expectation.

Swiss Inn Mission Statement To be market leader in the Hospitality industry by providing quality product and excellent services to all valued guest. Swiss Garden International Hotel, Resort, Inns Mission Statement To develop Swiss-Garden International Hotels, Resort & Inns as an established and credible Malaysian based international Hotels, Resorts & Inns Management and Consultancy Company that is equally focused on achieving the best in Customer perception as well as obtaining the most favorable financial results.

1.2.6 Use of Technology • Type of office software is used by the organization is Office Software 2000

The Housekeeping Department used software called ProComm Plus

Office equipment available in the organization are facsimile machine, Photostat machine, computer and walkie talkie.

The purpose of the office equipment such as facsimile machine is to sent document to another organization if there is any quotation needed. Apart from that facsimile machine also is to sent any information needed. While Photostat machine is to photocopy any document such as report or form. Computer is for networking. All the computer in the organization is link to one and another so that the organization can sent and receive e – mail from the headquarter. While walkie talkie is one of the main equipment use within the organization because if there is any request from any department or guests, the walkie talkie is needed so that the staff don’t have to rush from one place to another.

Record Management • Record management system in Swiss Inn department/organization is based on computer and manual log book.

1.3 NETWORKING UNDER SWISS GARDEN INTERNATIONAL HOTELS, RESORTS, INNS
The Swiss Garden International Hotels, Resorts, Inns have a 7 company is to:1.3.1 Swiss Garden Hotel Kuala Lumpur

Picture 1.3.1 Swiss Garden Hotel Kuala Lumpur The 310-room Swiss-Garden Hotel Kuala Lumpur is located in the heart of bustling Kuala Lumpur and provides an ideal ambience for each guest, be it the contemporary businessman or the leisure traveler. Situated between the well-known shopping havens in the city, Bintang Walk and the colourful Chinatown, this hotel is perfect for your business, holiday and shopping requirements. The newly-refurbished rooms welcome to a refined stay in rooms that are tastefully designed in various shades of earth tones.

1.3.2 Swiss Garden Golf Resorts & Spa Damai Laut

Picture 1.3.2 Swiss Garden Golf Resort & Spa Damai Laut Swiss-Garden Golf Resort & Spa Damai Laut promises privacy, comfort and luxury. The resort, built on a quiet peninsular on the Northern Straits of Malacca offers you accommodation in 300 superbly furnished rooms. Wake up to the sight of a luxurious sunrise or take a leisurely stroll along our private beach as the glorious sunset paints the sky. Alternatively, guests may head down to the beach for the many water sports activities available or experience the healing power of ancient Balinese heritage at the resort’s Samsara Spa. 1.3.3 Swiss Garden Resort & Spa Kuantan

Picture 1.3.3 Swiss Garden Resort and Spa Kuantan Located on the pristine white sandy beaches of Balok Beach, in the east coast town of Kuantan, Swiss-Garden Resort & Spa Kuantan promises yoluxurious accommodation in its 304 comfortably furnished rooms in natural surroundings.

1.3.4 Swiss Inn Kuala Lumpur

Picture 1.3.4 Swiss Inn Kuala Lumpur Swiss-Inn Kuala Lumpur is ideally located in the heart of Chinatown, Kuala Lumpur. Bursting with sights and sounds that will take back to Kuala Lumpur of old, this inn is the perfect accommodation for guests who wish to experience the exhilarating night bazaars in Kuala Lumpur. Step back into time and wonder at modern and traditional architecture. 1.3.5 Swiss Inn Sungai Petani

Picture 1.3.5 Swiss Inn Sungai Petani Swiss-Inn Sungai Petani is set in the charming and quaint northern town of Sungai Petani. This inn offers recreational and leisure facilities such as an Olympic size outdoor swimming pool, squash and tennis courts and also a golf course nearby. Guests are assured of a comfortable and modern day amenities in all of the inn’s 101 rooms.

1.3.6 Swiss Inn Waterfront Sandakan Sabah

Picture 1.3.6 Swiss Inn Waterfront Sandakan Sabah Swiss-Inn Waterfront Sandakan is strategically located at the Sandakan Harbour Square, a premier waterfront landmark set to be the entertainment, leisure and commercial hub. The vibrant Waterfront offers an eclectic mix of sidewalk walk cafes and quaint shops while nearby attractions includes a central market where local produce, fresh seafood and souvenirs are abundant. The town’s historical and architectural sights are within walking distance while eco-tourism attractions beckon the adventurous travelers. 1.3.7 Damai Laut Golf & Country Club

1.3.7 Damai Laut Golf & Country Club Damai Laut Golf & Country Club is a magnificent 18-hole par-72 championship golf course. Designed by the world-renowned course designer, American Ronald Fream, avid golfers will find this course to be one of the most exciting and challenging in the region.

1.3.8 Garden Lodge Sydney, Australia

1.3.8 Garden Lodge Sydney, Australia Garden-Lodge Sydney is conveniently located just 7 km away from Sydney Central Business District, the city’s main commercial centre. The CBD is a lively entertainment and shopping haven offering an eclectic mix of attractions from stylish boutiques, historic arcades, quaint little shops, restaurants, cafes, theatres to pubs and clubs. Offering spacious and comfortable accommodation in its 32 rooms, GardenLodge is an ideal location for both Corporate and Leisure travellers. Public transport is just a doorstep away with the Summer Hill Train Station located within walking distance thus enabling guests to access many interesting tourists’ attractions in Sydney. The Lodge offers a warm, friendly old fashioned welcome whilst still providing all the facilities and services you come to expect. A range of services can be organized from leisure tours of the city to office support requirements for the business travellers.

CHAPTER 2 DAILY INDUSTRIAL TRAINING ACTIVITY

2.1 INTRODUCTION

There a first thing need to contend of student is performed the industrial training as to fulfillment of requirement for the certificate and diploma. So for the first day an industrial training the student should a present to organization and acquaint himself to all staff in the organization. At the same time, the students wisely used the time for get a lot of knowledge and experience from their staff. For the every task should be accomplish with achieve a customer satisfaction. The first thing must be to learn for during this practical session are patience and acceptable all comment.

Within in five month practical at the Swiss Inn, there have a lot daily task and activity to be my performed. This is an activity during in five month practical. Week: 1 (12 January 2009 – 17 January 2009) 1. For first day in my practical, we went to go to Swiss inn according the conformation letter from UPLI and follow an instruction written. At the 8.30 a.m we arrived to organization and wait in a few minutes for seeing to Human Resources manager. At the same time, he has a meeting. 2. We went to see and introducing self to Mr Ramzi as a Human Resources at the Swiss Inn. At the same time, we have listening a briefing regarding to hotel rules, policies and procedures as an employees. After that, he has told us how to punch a card with our attendance. 3. I was to start for training under Food and Beverage department (Garden Terrace Restaurant). Suresh as Assistant F&B Executive has to introduce me to the their F&B staff. 4. Walk around at the function room area for learn how to daily operations in banquet. Suresh has to told me regarding of restaurant, banquet and task should be to performed for me as a training. For the first job is sweep and mopping restaurant floor after end of time for breakfast. 5. Attend for early morning for handling a guest breakfast, pick up the plate, clearing soiled table and resetting the table until guest leave the restaurant. 6. Mopping floor after end of time for breakfast and set up the table for course by course menu (table d’hote). 7. Handling a red wine for guest from Synergy Tours Sdn Bhd.

Week: 2 (18 January 2009 – 23 January 2009) 1. Attend to the garden terrace restaurant for morning shift. Greeting the guest while arrived on the restaurant. 2. Clearing the plates, glasses, and soiled dishes on the table. 3. Resetting the ala carte table for the next guest. 3. Setting a buffet table for Suruhanjaya Koperasi Malaysia group 60 pax. 4. Setting a buffet line for place of meal. 5. Cleaning the bar and removed all expired food. After that, resetting and replenish the new stock. 6. Making fresh orange and watermelon juices for a guest. 7. Wipe cutleries including table spoon, fork and knife. 8. Set a Chinese table for function during a Chinese New Year. 9. Making a centerpiece and Chinese New Year themes decoration for functions. 10. Check to the every floor for find a soiled plates from the room service. 11. Listening the briefing from F&B Manager about to “Lack of Business in Garden Terrace Restaurant”.

Week: 3 (24 January 2009 – 30 January 2009) 1. Move to Housekeeping Department for second department, First task is listening a daily morning briefing regarding to accommodation and lack of business. 2 Record the number of new linen and old linen for submit to accounting department. 3. Making the room with a staff at the 3 floor room. Followed the all instruction from their staff. For the Chinese new year the occupancy is more busy than before. For the every day, I need to help to room Attendant for making a room during a Chinese New Year week or high period of time. 4. Sending the iron board to guest room and fulfilled the guest request. 5. Making the room with a staff a 4 floor and replenish the amenities on the trolley.

Week: 4 (31 January 2009 – 6 February 2009) 1. Listen the morning briefing from Executive Housekeeper regard to grooming and etiquettes while front the guest. 2. Making a room at the second floor with room Attendant. 3. Received the linen from the laundry service and bring it back to a pantry for rearrangement.

4. Collect the linen for rewashing. 5. Send the iron board to a guest room.

6. Rearrange the room furniture for pest control process at the 4 floor room.

Week: 5 (7 February 2009 – 13 February 2009) 1. Make up the room with the staff. 2. Move the room furniture at third floor for pest control. 3. Collect the linen for rewashing to laundry service. 4. Vacuuming the carpet corridor for all level. 5. Double check room before to submit the status report to a front office. 6. Cleaned up the pantry. 7. Sending the extra bed.

Week: 6 (14 February 2009 – 20 February 2009) 1. To cleaned and make up the room with a staff.

2. Vacuuming the corridor floor and collect the iron board at the corridor and bring it to a pantry. 3. Arranged the linen to a pantry. 4. Listen a morning briefing regard to the “room requirement” 5. Polishing the mirror to a floor corridor. 6. Send the 18 the extra bed to a first floor room for group booking from vacation club.

Week: 7 (21 February 2009 – 27 February 2009) 1. Cleaned up the room with a staff, this week is high occupied. 2. Received the linen from laundry service and bring it to a pantry for rearrangement. 3. Vacuuming the floor corridor and function room 4. Compute and find a total of number housekeeping Inventories for this month. 5. Polishing the outside mirror. 6. Vacuuming a staircase for the each area.

Week: 8 (28 February 2009 – 6 March 2009)

1. Attend and listening a morning briefing regarding to “Entering the guest room procedure”. 2. Performed the special cleaning project in this week due to low occupancy. 3. Cleaning the air-cond grill and exhaust fan in the guest room. 4. Touch up and vacuuming a suites room. 5. Listen a morning briefing “how to place amenities in correct way”. 6. Rearranged the guest room furniture from 427 to 426 room.

Week: 9 (7 March 2009 – 13 March 2009) 1. Listen a morning briefing regarding to “Controlling used the Inventories”. 2. Make up the room at the 4 floor with a staff. 3. Making a special cleaning project is to spotting and removed a stain to carpet corridor which used a carpet cleaner and coconut powder. Continue this special project within in 5 days. 4. Spotting carpet at the entrance door. 5. Mopping and wet the floor using wet and dry vacuum.

Week: 10 (14 March 2009 – 20 March 2009) 1. Vacuuming the function room with a staff.

2. Remove a flower pot to a gardening area. 3. Making a room with a staff at the first floor. 4. Collect linen for rewashing. 5. Making and prepared the extra bed for large group will become to check in. 6. Listen for briefing regarding to “Budgeting for high occupancy”.

Week: 11 (21 March 2009 – 28 March 2009) 1. Move to Kitchen department for third department. Attend the early morning shift. 2. Prepared for breakfast, for the first day I have to learn how to making a variety of eggs include a omelet, Sunny side up, well done and Over easy. Making a fried eggs for every morning. 3. Standby at the egg counter until end of time for breakfast and fulfilling the guest request. 4. After the end of time for breakfast, pick all soiled food insert to a kitchen for rewashing and wrapping a food for use in tomorrow. 5. To Send a food to a canteen for a staff. 6. Making a mise-en-plus (food preparation) for breakfast and ala carte order. 7. I have to learn a techniques how to deboning chicken from the staff and debone a chicken according which to learned.

8. Cutting a vegetables consist of a tomato, Carrot and green pepper. 9. Boiling the potatoes for making a Half brown potato 10. Learned from the staff how to making the bread pudding and banana pancakes for breakfast. 11. Cut a watermelon and variety of fruit to VIP.

Week: 12 (29 March 2009 – 3 April 2009) 1. After for one week training in kitchen department, I am returned to housekeeping because I need to supporting to Housekeeping department due to insufficient of their staff. 2. Make up the room with a staff. During in small election until 7 April 2009 the room is 100% is occupied under UMNO, PDRM, RTM group. 3. After cleaned the room replenish all amenities on the trolley. 4. Compute and find the total of number housekeeping inventories for this month.

Week: 13 (4 April 2009 – 10 April 2009) 1. Listen a morning briefing regarding to “Important Guest”

2. Make up the room with a staff for each of room status is Occupied Dirty (OD). 3. Touch up the suites room for VVIP group. 4. Touch up a floor staircase. 5. Placed a minibar item to room 401.

Week 14 (11 April 2009 – 24 April 2009) 1. Make up the room at the third floor. 2. Vacuuming floor corridor. 3. Double check and touch up the room including a suites. 4. Remove Jacuzzi sticker using an All Purposes Cleaner (APC). 5. Vacuuming staircase for every floor. 6. Cleaning a standing astray. 7. Backup a runner and fulfilled the guest request.

Week: 15 (25 April 2009 – 1 Mei 2009) 1. Listen a morning briefing regard to the “Consistent Product”

2. Performed the special cleaning project within in 3 days. 3. Cleaning a wall stain in the guest room and floor corridor. 4. Accumulate a new linen and find a total of number of linen include bath towel, bath mat, face towel and hand towel. 5. Marking a new linen which following current date and year.

Week: 16 (2 Mei 2009 – 8 Mei 2009) 1. Cleaning sliding door and bottom track using a Vision and All Purposes Cleaner (APC). 2. Cleaning a vanity top for every room. This task to take time within a 3 days. 3. Prepared the extra bed for large group from Segi Collage. 4. Spotting and removed a stain on the carpet floor using an all purposes cleaner and dry coconut powder. 5. Touch up a suites room for the each floor.

Week: 17 (9 Mei 2009 – 15 Mei 2009)

1. Listening to morning briefing regarding to “Maintainence Defect”. 2. Polishing stainless steel item for every room, using a lotion and discard towel. This special project has to take a time in 5 days. 3. Collect and find a total a number discard linen for submit to accounting department. 4. Make the room at the first floor for replace a staff. 5. Polishing a mirror corridor for removing a finger mark.

Week: 18 (16 Mei 2009 – 22 Mei 2009) 1. Listening to morning briefing regarding to “Room Condition” 2. Make up the room with a staff. 3. Cleaning a sliding door and balcony at the suites room with using a wet and dry vacuum. 4. Removed and replaced a new of service directory in guest room. 5. Put a new hotel brochures in the guest room for promote a new outlet and product.

Week: 19 (23 Mei 2009 – 29 Mei 2009)

1. Make the room at the second floor with a staff. 2. Making and prepared the extra bed for large group. 3. Collect and record the number of housekeeping inventories in this month (Mei 2009) 4. Cleaning a bathtub stopper for every of room. 5. Removed and replaced the new auto boiler for every room. 6. Double check a room especially suites.

Week: 20 (30 Mei 2009 – 5 June 2009) 1. Move to front office department, and following the staff instruction. For the first day I need to learn how to answer phone call including an internal and external call. The staff has to explained to me, how to handling a front office equipment is composed of from computer, telephone, walkie-talkie and facsimile machine. 2. Standby at the front office counter and fulfilling the guest preferences. At the same time, I need to learned how to handling a guest complaint when the guest unsatisfaction regard to the hotel product and service. 3. Check the room status terminology and get a vacant room (VC) from housekeeping department.

4. Answer a phone call from a guest and informed to the housekeeping department regarding to guest request.

5. Prepare the occupancy report for housekeeping and F&B.

Week: 21 (6 June 2009 – 12 June 2009) 1. Greeting the guest while arrived on the hotel. During a school holiday the room is high occupancy. This week is final of my practical. 2. For the early morning prepared the occupancy report to a Housekeeping and F&B department. 3. With a using walkie-talkie send an instruction to a Housekeeping department about the guest request. 4. Standby at the Fidelio workstation and ready for answer phone call. 5. Handling a group reservation. 6. Handling the guest request and proceeds an instruction to the Housekeeping department. 7. For the last day of my practical give the appraisal form to a supervisor for sign it.

CHAPTER 4 FRONT OFFICE OPERATION 4.1 INTRODUCTION TO FRONT OFFICE DEPARTMENT
The Front Office is a hotel is the department responsible for the sale of hotel room through systematic method of reservation, followed by registration and assigning room to customer. The term ‘sale’ of room may appear misleading to those unfamiliar with the industry ‘sale’ hole means the use of hotel room at a price. A room is termed ‘sold’ for the day when a guest leases the room for stay in the hotel. The “room tariff” rate charge per room is computed for a revenue day which begin at noon of a particular day and ends at 12.00 hrs. The next day, in other words room charged are levied for a revenue day which is between noon and noon. The room may be sold half a day as well for which special rates applicable.

The Front Office in a hotel holds prime importance in view of the basic nature of business in a hotel to sell room. Revenue collect from the sell of room contributes to more than 50 percent of total hotel sales. The profit percentage from sale of room is very high. It has complementary role of image building, which the first and last point of contact of every guest. The Front Office function of a Hotel is to act as the public face of the hotel, primarily by greeting hotel patrons and checking in guests. It also provides assistance to guests during their stay, completes their accommodation, food and beverage, accounts and receives payment from guests. This department is typically composed of Reception, Reservation, Concierge, PBX (phone service system) and Telephone. It one looks at each component of a Front Office role. One could have a better perception of this department. Which the title Front Office generic term to include a number of activities. Thus a role the Front Office is thus to reserve, register, assign room to guest and as a continues source of information to guest during at stay at the hotel. Front Office is the "nerve center" in the entire hotel operations. All the transaction passes through within this department.

4.2 FRONT OFFICE ORGANIZATION CHART

Front Office Manager

Assistant Front Office Manager

Front Office Supervisor

Reception

Bellman

Clerk

Diagram 4.1 To show the Front Office organization chart.

4.2.1 JOB DESCRIPTIONS Front Office Manager To manage front of the house operations of the hotel ensuring that the highest standard of service and the best possible guest experience is maintained. Be responsible of establishing and maintaining professional relationship with hotel guests and patrons.

Relationships -Sales and Marketing Personnel -Executive Housekeeper -All Division/Department heads -Hotel guests Work performed 1. Manage operation of the Front desk including Cashier. Ensure that policies procedures are complied with the highest standard of service and guest satisfaction. 2. Review room availability status, room blockage and special requests on a daily

basis through working closely with Reservations Manager and liase on all groups and FIT movements. 3. Monitor open and close on day status to maximize room revenue and demonstrate the concept of yield management. 4. Ensure that budget and cost effectiveness at the Front Desk are achieved. 5. Work with Housekeeping and Engineering on daily operations regards to guestroom. 6. Handle guest complaints and review compliments. 7. Review Front Desk Logbook daily to monitor all activities and review all VIP room blocking. 8. Supervise and train all Front Desk staff to ensure that the best guest experience is provided.

11. Participate morning briefing, or organize afternoon hand-over briefing daily and disseminate information to Reception team as soon as possible.

12. Approve duty roster prepared by Chief Receptionist and revise if necessary. 13. Chair monthly Reception meeting to review performance & discuss existing problems for improvement. 14. Always conduct your job with concern for the environment and its resources. Where practical and possible, REDUCE use of items, RE-USE whenever possible, and RECYCLE those items that can be. Perform all duties, other than the above as requested by the hotel policies and/or his/her direct supervisor. 15. Approve duty roster prepared by Chief Receptionist and revise if necessary. 16. Familiarize with Front Office policies and procedures and special rate & programs. 17. Greet guests as time permits at lobby and assists Receptionist during busy period. 18. Guide the staff to maintain the standard to make sure the cleanliness and tidiness of premises. Make sure to prepare supper environment for club guests at any time. 19. Ensure staff when performing their duties is in accordance with the Hotel's Guiding Principles.

Assistant Front Office Manager

Be responsible for the whole operational aspects on the Executive Floor and have to ensure the best services are rendered to all distinguished guests who are staying with the Executive floors in terms of accommodation and F&B service. Provide supervision, direction and leadership in the floors in accordance with the objectives, performance and standards established by the Hotels. Relationships -Front Office Manager -F&B Personnel -Housekeeping Personnel -Accounting Personnel -Hotel Guests Work performed 1. Check reservations for on day arrival to make sure room assignment is up to guest’s preference or needs and make sure all instructions of the booking are clear. 2. Check guests’ folio after guest’s check-in to make sure billing instructions are following instructions given and guest’s address is keyed in accurately in accordance to the hotel standard. 3. Make sure to check guest bills prior to guests’ departure and make sure no errors in the bill. 4. Entertain Hotel guests occasionally in order to create a more personal service and contact as well as to make them familiarize with the various outlets available in the Hotel. 5. Prepare monthly occupancy forecast report to Management and participate

meeting for replace the Front Office Manager. Front Office Supervisor

Provide general secretarial services to house guests and patrons, handle guest’s inquiries relating to their business and ensure the services rendered by Business Center is up to guests satisfaction. Relationships -Front Office manager -Assistant Front Office manager -All section to other department -Hotel Guests Work Performed 1. Responsible for updating all valid business information, knowledge to operate computer, typewriter, photocopier and telecommunication machines. 2. Supervise the reception Clerks to provide secretarial service as well as room reservation and reconfirmation. 3. Ensure Front Office Manager being well informed on every aspect concerning daily operation; perform any assignments as delegated by him or his assistant. 4. Be fully aware of the daily and monthly revenue related to the Business Center and prepare report accordingly. 5. Staffing and training program development. Ensure the personal grooming, attitude and hygiene of the business center clerk up to hotel standard. Prepare staff duty roster to ensure adequate coverage of the occupancy of hotel. Conduct and devise training program for all employees to uplift their morale and improve their professional skill. 6. Maintain the cleanness of the working area and involved in energy conservation.

Bellman

Primarily tasked in providing the hotel guests / patrons the efficient Bell service, to ensure the luggage being delivered collected, stored accurately and promptly all the time. Meanwhile, should be more pro-active in practicing the salesmanship to promote the hotel products at any guest contact, for example, when rooming the guest. Relationships -All Front Office Personnel -Hotel Guests -All other division/ Department Personnel Work Performed 1. Conducting the Bell service activities such as luggage service upon guest's arrival and departure, luggage storage, message service fax delivery, parcel and mail handover, information service and other related tasks. 2. Opening the door of the car for the guest in a professional manner at the main entrance of the hotel and assisting to unload the luggage if any. 3. Rooming the guest in a professional way, which includes addressing the guest by name, holding the lift for guest and extending hotel introduction to guest. 4. Being responsible for the cleanliness of the counter and the surrounding environment. 5. Distributing the newspaper to long staying guest and departments concerned. 6. Maintain professional image while on duty with well grooming hygiene and prescribed uniform.

Reception Clerk

Provide general secretarial services as well as handling special request, greeting the guest, providing information for guest, assigning rooms and dispensing guests room key. Relationships -Front Office supervisor -All front office personnel -Hotel Guests Work Performed 1. Provide high level of secretarial service, e.g. typing & word processing service for guests. 2. Greeting the guest while the guest arrived on the hotel. 3. Provide information on the import and export business and trading to guests as requested. 4. Handling internal and external phone calls. 5. Handling a guest complaint and request. 6. Adopt a friendly, helpful and pleasant attitude to all guests. 7. Ensure appearance, hygiene, courtesy and telephone manners are in good order. 8. Maintain close working co-operation with other departments as well as all sections in Front Office.

4.3 INTER-RELATIONSHIP BETWEEN FRONT OFFICE AND

HOUSEKEEPING DEPARTMENT.
The main two important co-operations where collaboration is vital between the Housekeeping and Front Office Department are listed below: 1.Have always clean rooms for expected arrivals and stay over. 2.Satisfy special guest needs as far as amenities and facilities requested in their rooms are concerned. 3.Housekeeping should be ensure the status a room was ready before to sales. 4.Housekeeping give an information about the room to a Front Office Department. 5. Front office give an instructions to Housekeeping Department about of vacant dirty (VD) room status while the guest has been to checkup and Housekeeping instant need to cleaned up. 6. Front Office has prepared the occupancy list to Housekeeping for the early morning.

4.3.1 Room Status Terminology Room will be assigned, when:

1. Properly cleaned by Housekeeping. 2. Verified as clean by second member of Housekeeping 3. Room status has been report to Front Office.

Occupied Stay Over Vacant Dirty Out of Order Check-Out Due-Out Lock-Out Late Check- up Do not Disturbed DND Sleep out SO Vacant Clean VC

Room registered to a current guest Guest will stay in room at least one more night Room vacant but not yet cleaned Room is not rentable, thus not assignable Guest has departed Guest has indicated that is last day he/she will use room Guest’s items still in room, but guest will be denied access until management approval of re-entry Guest has requested and has been allowed an extension of regular check out time Room is occupied but not yet cleaned, due to guest request not to be disturbed Room reported as occupied, but room was not used and Guest may have left Room vacant, has been cleaned and can be assigned to guest

Table 4.1 To indicated and explain the room status Terminology in most of the hotel.

4.4 STANDARD AND PROCEDURES FRONT OFFICE OPERATION
4.4.1 Check up Group Department: Front Office

Equipment Require: Bill Folio and Group Correspondent Task: Check up group procedures Procedures Step 1: Greeting guest and Group leader. Initiate to greet guest and tour leader with smile, say:" good morning, Sir/ Madam, may I help you? Keep body straight up serve guest at first time and every and eye contact. Step 2: Inquire group name & No or the group member's room. Politely inquire group name or room no: by saying “may I have your room no. or group name sir/madam?” Withdraw group order from guest double check. Step 3: Collect room key. Use walkie-talkie if there is any mini bar consumption in the room. Politely collect room from group leader for replacing use. Politely invite group leader to inquiry guest it used minibar item: By saying Mr/Miss xx, would you please ask the guest if they used is minibar?” If the guest used minibar write what guest has used on minibar list and post on the charge in the computer. Step 4: Print out master bill folio and guest incidental bill folio. Say “Mr/Miss xx, here is your group guest bill folio.” Print out group master folio for group leader review. "expect check out group" for

Step 5: Invite group leader for sign on master bill folio. If group leader has no despite on master bill folio and payment for master bill folio and sending to company, kindly invite group leader to sign on master bill folio. Saying “Mr/Ms xx, if your agree to this bill folio, would you please sign here.’’

pay attention to tour leader's room charge's settlement. If it is not by company should collect the deposit for room charge. Step 6: Collect payment for incidental charged Under tour leader's assistance, collect all charge payment from guest. Step 7: Post payment into computer. Post payment in group member's folio immediately. Step 8: Bid farewell with guest Friendly bid farewell with guest, say:"Thank you for staying in Swiss inn hotel We wish you to come back again and have a pleasant trip." Step 9: Post city ledger into computer and check out group in computer If it is sending bill for group, post city ledger into computer to make master bill folio to zero and check out group in computer. Step 10: Filing File group correspondence, master from company folio group voucher if it is tour group and all necessary checks together.

4.4.2 Handling of Guest Complain Department: Front Office Equipment Require: Fidelio Workstation

Task: Handling of guest complaint Procedures Step 1: Guest reach to the front desk counter and give the complain comment. Stay calm and listening with understanding this problem. Step 2: Thank the guest. Accept the complaint positively and smile. Saying “Thank you very much Mr/Ms xx, we are glad that you enjoyed your stay with us.” Step 3: Offer Guest the guest comment card. If the guest request for comment. Step 4: Offer additional service If the guest does not ask for comment card, do not ask the guest to write this card. “Mr/Ms if you did plan for visit any, can I have pleasure to make a room reservation for you?” Step 5: Collect the guest comment card. Collect the card and give it to general manager.

4.4.3 Preparation For Guest Arrival Department: Front Office Equipment Required: Fidelio workstation Task: Preparation for guest arrival procedures

Procedures Step 1: Prepare welcome folder. Print guests name, arrival date, departure date and room number on the welcome folder clearly and neatly. Ensure that all insert are in order. Step 2: Prepare key Make the key, insert it into the welcome folder. Step 3: Prepare welcome drink coupon. Coupon is print out from the Fidelio. Insert it to the welcome folder. Step 4: Attach copy of a correspondence which pertains to billing instruction only. Attach the document sheet at back of the resistration card neatly only. Step 5: Attach massage sheet with registration card. Only those massage need to show how guest check in, otherwise put into guest room.

4.4.4 Face to Face Handling Guest special Request Department: Front Office Equipment Required: Fidelio terminal, telephone Task: Face to face handling guest special request

Procedures Step 1: Greet the guest Keep the smile and eye contact by saying: “Excuse me Sir/Madam, may I help you?” Step 2: Listen the satisfied answer to the guest Keep smile and eye contact, repeat the key point of the guest request. Step 3: Record down Politely ask the guest name and room number and simply write down the request on the daily action form. Step 4: Give the satisfied answer to the guest Saying: “Mr/Mrs. XX, I understand your request, would you please……” Step 5: If not sure the answer Saying: “Mr/Mrs XX, I am very sorry, I need to confirm it with Mr XXX (Department or person), would you please give me few minutes, and I will give you an answer or would mind leaving your contact number to us, so we can inform you afterwards, thank you for understanding. Follow up with department or person and keep GSTL informed. Step 6: Key in the guest special in the profile Key in the guest special request in guest profile by Date, Guest name, Special request and Action.

4.4.5 Maintaining Inventory and Requisition Department: Front Office Equipment Required: Fidelio Workstation Task: Maintaining inventory and requisition procedures

Procedures Step 1: To take note in the communication notebook Front Desk rotated will mainly in charge of it. To write down the things that are running low in supply. Step 2: Monitoring the par stock To check supplies against the stand par stock. Step 3: Raising the requisition form Make sure that this is done in timely manner. Look up in the communication notebook. Run through existing stock and requisite enough supply to maintain par stock. Step 4: Handling of requisition form To hand the form to a purchasing personnel for signature.. Step 5: Filing a copy of the requisition form. File it systematically in the requisition folder for record purposes.

4.4.6 Check Out Long Staying Guest Department: Front Office Equipment Required: Fidelio Workstation, Bill Folio, Long staying guest contract Task: Check out long staying guest procedures

Procedures Step 1: Read through long staying guest contract one day before guest check up Careful read through long staying guest contract. Be familiar with privilege which entitle, payment terms and conditions. Step 2: Print out bill folio for discount Print out bill folio in summary and check it carefully according to contract. Long Stay coordinator team will prepare and solve the daily bill requirement. Step 3: Discount for Long Staying guest's F&B ,Laundry and etc consumption Posting the credit amount of discount (Use Rebate Code) and should follow up the discount rate .which set up by Sales or Accounting. Step 4: Reprint the updated folio for guest check. Print out the detail or summary folio for the guest review by his/ her request upon guest C/O. Step 5: Check Credit Check guest credit. If the guest will settle his account by credit card to see is there enough approval amount from bank. Step 6: Prepare all guest check Check if all checks of guest bill are in bucket. If come missing contact, financial department to get copy from financial department. File guest registration card, all guest checks and contract well and together.

4.4.7 Check Up Without Reservation-Walk In Department: Front Office Equipment Required: Fidelio Workstation Task: Check up without reservation-walk in procedures

Procedures Step 1: Greet guest Greet guest upon guest approach front desk counter with smile by saying :" welcome to Swiss Inn Sungai Petani May I help you, Sir./Madam?" Step 2: Identify guest who come inquire guest name with smile and eye contact. If guest has reservation, politely inquire guest name by saying;"May I have your last name, sir/ madam?" Step 3: Check reservation in computer Find out reservation immediately in computer, if fail to find out, try other way, e.g. use guest company name or travel agency name to check in computer.By saying:"Mr. XX, may I have your company name or may I know the company you made your booking with?" Step 4: Confirm the room types with politely manner Confirm room type and rate with guest according to reservation by clearly description. By saying:" Mr. XX, thank you have booked our superior king size room, is it correct?"

Step 5: Get the pre- prepared R card By saying:"Just one moment, Mr. XX, I'm just going to get your registration card." Draw out pre-registered registration card and prepared welcome booklet from reservation form holding box.

Step 6: Check in guest in computer Check in guest in computer immediately. Step 7: Collect ID card/ business card for registration Politely collect guest ID card/Business card for registration. Use two hands to receive guest ID card/ business card, By saying:"Mr. XX, may I have your passport and business card for reference ? Thank you ." Step 8: Fill registration card Clearly, neatly accurately and efficiency fill in the registration card for guest. Step 9: Confirm collect the payment Politely confirm payment with guest according to the reservation by saying: "Mr. XX, how would you like to settle your payment?" if it is credit card, quickly take in print. Step 10: Get approval code for credit card If the guest pay by credit card, input credit card number into EDC machine to get approval code upon guest check in. If the credit card is decline, ask the guest to changed payment by saying: Mr/Mrs XX, Im very sorry to inform you that after checking with the blank we can't get approval code for your credit card, would please change another card? Thank you.”

4.4.8 Greeting And Welcoming Guest Department: Front Office Equipment Required: Fidelio Workstation Task: Greeting and welcoming the guest procedures

Procedures Step 1: Use standard greeting for guest Ask the approach the front desk counter, acknowledge their presence by greeting them at least two meter away from counter by saying: “Good morning/ afternoon/ evening Mr/Mrs XXX (if name of guest is known, otherwise use sir/madam. Establish and keep eye contact with the guest and smile genuinely. Stand upright with an attentive body posture. Step 2: Welcome guest to hotel Saying: “Welcome to Swiss inn hotel.” If the guest is a returned guest, Saying: “welcome back to Swiss inn hotel.” Step 3: If guest should be kept waiting Saying: “ Mr/Mrs. XX, thank you for waiting.’’ Offer assistance and identify guest's name. Saying:"May I have your sir name, please?

4.4.9 End Of Shift Department: Front Office Equipment Required: Fidelio Workstation, computer Task: End of shift procedures

Procedures Step 1: Print out the shift summary report There is a function in the system which can print out the cashier’s all operation in same day. It consists of every charges, payment and C/O’s posting, all bill folios which have been printed out during the duty shift and guest checks/ supporting in different category according to the department code. Step 2: Clear and check all bill folio Calculate the total amount of bill folios or guest checks/ supporting under different department code to check if it is balanced with the amount in the computer. Separate the charges folio(Rebate, Masc. off line room charge, etc.) and payment folio (C/O folio with R .Card deposit receipt etc.). Attach the tap which is printed out from the calculator and show the total amount to the bill folios of each category. If not balances, check if some bill folio is missing or carelessness reason. Wrong department code is used when post in computer, more or less money is collected from guest, wrong change is given to guest or wrong credit card voucher is used. If balanced, file all bill folios, credit card vouchers, guest checks or supporting and “ledger by department code” report. Step 3: Count the cash Check which receive on that day and check the cash float and money exchange deposit fund. Check cash float to see if the amount of cash in the cash float can match the amount of cash show on “ledger by department code ”report. Ensure the amount of cash in the cash float is always as same as the fixed amount set by hotel.

Step 4: Invite team leader to check GSTL will double check all the audit and also check the EDC summary if it is balanced with the total amount which has posted by every GSA. After checked by team leader and get approval, put all the supporting and "Ledger by department code" report together in the design place for passing to day auditor. Step 5: Remittance and hand in all supporting

Under witness drop remittance envelop into designated safe drop. Both front desk GSA and security guide are requested to sign on remittance record form. Make all the folio, supporting and vouchers neatly and clearly attach to the "Close cashier report" then drop into the auditor's box. Step 6: End of shift Check if any things needed be handed over to next shift, if no, finish the shift.

CHAPTER 5 FOOD AND BAVERAGE SERVICE OPERATIONS 5.1 INTRODUCTION TO FOOD AND BAGERAGE SERVICES PRODUCTION
The provision of food and beverages away from home forms a substantial part of the activities of the hospitality industry and, indeed, of the economy as a whole. Like the industry of which it is a major part, food and beverage operations are characterized by their diversity. Outlets include private and public sector establishments and range from small independently owned and operated units to large multinational corporations managing global brands and from prison catering to catering in the most luxurious hotels in the world. In other words, food and beverage provision is simply one element of a broader hospitality industry. In conceptual terms, this raises few problems except possibly with take-away food establishments where in some cases the food may be taken home for consumption even though it is prepared and provided away from home.

Food production may be defined as that phase of the food flow (i.e. from the purchasing of the foods to service to the customer) mainly concerned with the processing of raw, semi-prepared or prepared foodstuffs. The resulting product may be in a ready-to serve state, for example in the conventional method (cook-serve); or it may undergo some form of preservation, or example cook-chill or cook-freeze, before being served to the customer. Beverage production may be defined as the processing of the raw, semi-prepared or prepared beverage product, so that it is in a ready-to-serve state before being served to the customer. The fine dividing line between food and beverage production and food and beverage service is not always distinguishable. The point at which production ends, and service begins, is often difficult to define. It is often necessary, therefore, to include certain aspects of, for example, food service when describing food production methods, and order that the production method may be seen in the context of the whole catering operation, and not in isolation. The decision as to which food and beverage production method to use in a particular catering operation is taken at the initial planning stage. Today, have a many types of commercial organization outlet will be providing food and beverage services to our customer for maximize the profit. For the Swiss inn hotel Sungai Petani has been provide a two outlet in their hotel is Garden Tarrace Restaurant and Banquet Service. Both of the outlet will be fulfilled of customer satisfaction as many can.

5.2 JOB DISCRIPTION

Food and Beverage Manager Assistant F&B Manager Banquet Manager

Captain

Waiter

Waitress

Banquet Staff

Diagram 5.2 The organization in food and beverage department. Source from Swiss inn hotel Sungai Petani. 5.2.1 Duties and Responsibilities of Restaurant Staff All types of catering establishments require a variety of staff positions in order to operate effectively and efficiently. The food and beverage service department usually has the largest staff. Able leadership and supervision is required to effectively direct the department and guide the staff. The personnel in the food and beverage service industry require practical knowledge of operations as even a small error can cause displeasure to the guest. Coordination of activities of all outlets is essential to provide the guest with quality service at all times. Teamwork is the watchword in any food and beverage service department. A dedicated and committed team, with able leadership, under ideal working conditions, helps in fulfilling the establishment's ultimate goal of guest satisfaction.

5.2.2 Food and Beverage Manager The food and beverage manager is the head of the food and beverage service department, and is responsible for its administrative and operational work. Food and Beverage Managers direct, plan and control all aspects of food and beverage services. Food and Beverage Managers require excellent sales and customer service skills, proven human resource management skills,and good communication and leadership skills. Desired knowledge for this position includes knowledge of the products, services, sector, industry and local area, and knowledge of relevant legislation and regulations, as well. Hence it is said that food and beverage manager is a Jack-of-all-trades, as the job covers a wide variety of duties. In general, food and beverage manager is responsible for:1. Budgeting The food and beverage manager is responsible for preparing the budget for the department. He should ensure that each outlet in the department achieves the estimated profit margin. 2. Compiling new menus and wine lists In consultation with the chef, and based on the availability of ingredients and prevailing trends, the food and beverage manager should update and if necessary, compile new menus. New and updated wine lists should also be introduced regularly. 3. Quality Control The food and beverage manager should ensure quality control in terms of efficiency in all service areas, by ascertaining that the staffs are adequately trained in keeping with the standards of the unit.

4. Manpower Development The food and beverage manager is responsible for recruitment, promotions, transfers and dismissals in the department. He should hold regular meetings with section heads, to ensure that both routine as well as projected activities of the department go on as planned. He must also give training, motivate and effectively control staff. 5.2.3 Assistant Food and Beverage Manager The assistant food and beverage manager assists the food and beverage manager in running the department by being more involved in the actual day-to-day operations. This position exists only in large organizations. An assistant food and beverage manager job includes:1. Assisting section heads during busy periods. 2. Taking charge of an outlet, when an outlet manager is on leave. 3. Setting duty schedules for all the outlet managers and monitoring their performance. 4. Running the department independently in the absence of the food and beverage manager.

5.2.4 Food and Beverage Captain

The food and beverage captain has overall responsibility for operations. He prepares the duty charts in consultation with the outlet manager. He oversees the Mise-enplace, cleaning, setting up of the outlet and staffing to ensure that the outlet is always ready for service. The captain receives the guests and hands them over to the captain or station holder. He takes orders from guests if the captain is unable to do so. The captain should be an able organizer and also be prepared to take over the duties of any member of the staff as when required. 5.2.5 Banquet Manager The banquet manager supervises the banquet operations, sets up break-down service according to the standards established by the hotel. He co-ordinates the banquet service in conjunction with other departments involved and prepares weekly schedules for the banquet personnel. The banquet manager projects the budget of the banquets, and works in close coordination with the chef in preparing menus. He is responsible for making an inventory of all the banquet equipment and maintaining a balance between revenue and expenditure.

5.2.6 Waiter and Waitress The waiters and waitress serve the food and beverage ordered by a guest and is part of a team under a station captain. They should be able to perform the duties of a captain to a certain extent and be a substitute for the captain if he is busy or not on duty. They should; also be knowledgeable about all types of food and beverages, so that they can effectively take an order from a guest, execute the order and serve the correct dish with its appropriate garnish and accompaniment. They should be able to efficiently coordinate with the other staff in the outlet.

5.3 RESTAURANT OPERATING EQUIPMENT

The operating equipments used in hotels / restaurants play an important role in attracting customers. The restaurant operating equipments include service equipments, furnitures, fixtures and linen all of which squarely reflects the standard and style of the restaurant. The atmosphere of a restaurant is largely affected by the kind of furniture used. The furniture should be utilitarian and elegant to look at. Very often by using different materials, designs and finishes and by careful arrangement, one can change the atmosphere and appearance of the food service area to suit different occasions. Food and beverage service equipment may be divided into glassware, chinaware and tableware which are further subdivided into flatware, cutlery and hollowware.

Restaurant Equipment

Glassware

Chinaware

Tableware

Linen

Diagram 5.3 Types of equipment are provided at the Garden Tarrace Restaurant.

5.3.1 Glassware

Glassware refers to glass and drinkware items besides tableware, such as dishes, cutlery and flatware, used to set a table for eating a meal. The choice of the right quality glass is a vital element if the cocktail is to be invitingly presented and give satisfaction to the consumer. Well designed glassware combines elegance, strength and stability, and should be fine and smooth rimmed and of clear glass.

Types of Glassware:Collins glassware
Collins glass is a glass tumbler, holding 240 to 350 ml, used to serve a mixed drink, named after Tom Collins. This glass is somewhat narrower, and holds less than the similar highball glass.

Picture 5.3.1 Collins Glass

Highball Glass A highball glass is a glass tumbler, holding between 8 and 12 fluid ounces (240 to 350 ml), used to serve a mixed drink, or highball. This glass is taller than an OldFashioned glass, and shorter than a Collins glass.

Picture 5.3.2 Highball Glass Pilsner Glass

A pilsner glass is a glass used to serve many types of light beers, but is intended for its namesake, the pilsner. Pilsner glasses are generally smaller than a pint glass, usually in 250 ml or 330 ml sizes. They are tall, slender and tapered. Wheat beer glasses are often mistakenly referred to as pilsner glasses, but a true pilsner glass has an even taper without curvature. Pilsner glasses are made to showcase the color, effervescence, and clarity of the pilsner, as well as to maintain a nice head.

Picture 5.3.3 Pilsner Glass Beer Stein A beer stein is a traditionally-German beer tankard or mug, made of pewter, silver, wood, porcelain, earthenware or glass; usually with a hinged lid and levered thumb lift.

Picture 5.3.4 Beer Mug Tulip Glass A tulip glass not only helps trap the aroma, but also aids in maintaining large heads, creating a visual and olfactory sensation. The body is bulbous, but the top flares out to form a lip which helps head retention. It is recommended for serving Scottish ales, barley wines, Belgian ales and other aromatic beers.

Picture 5.3.5 Tulip Glass

Goblet or Chalice Chalices and goblets are large, stemmed, bowlshaped glasses adequate for serving heavy Belgian ales, German bocks, and other big sipping beers. The distinction between goblet and chalice is typically in the glass thickness. Goblets tend to be more delicate and thin, while the chalice is heavy and thick walled.

Picture 5.3.6 Types of Water Goblet Brandy Balloon or Snifter Typically used for serving brandy and cognac, a snifter is ideal for capturing the volatiles of aromatic beers, such as Belgian ales, India pale ales, barley wines and wheat wines. The shape helps trap the volatiles, while allowing swirling to agitate them and produce an intense aroma.

Picture 5.3.7 Brandy Balloon

Red Wine Glasses Glasses for red wine are characterized by their rounder, wider bowl, which gives the wine a chance to breathe. Since most reds are meant to be consumed at room temperature, the wider bowl also allows the wine to cool more quickly after hand contact has warmed it. Red wine glasses can have particular styles of their own, such as:-

Bordeaux glass: Tall with a wide bowl, and is designed for full bodied red wines like Cabernet and Merlot as it directs wine to the back of the mouth. Burgundy glass: Larger than the Bordeaux glass, it has a larger bowl to accumulate aromas of more delicate red wines such as Pinot Noir. This style of glass directs wine to the tip of the tongue.

Picture 5.3.8 Red Wine Glass

White Wine Glass White wine glasses are generally narrower, although not as narrow as champagne flutes, with somewhat straight or tulip-shaped sides. The narrowness of the white wine glass allows the chilled wine to retain its temperature for two reasons; i ) The reduced surface area of the glass (in comparison to red wine glasses) means less air circulating around the glass and warming the wine.

ii) The smaller bowl of the glass means less contact between the hand and the glass, and so body heat does not transfer as easily or as fast to the wine.

Picture 5.3.9 White Wine Glass

Pitcher This larger container usually has a handle and a lip or spout for pouring the contents into several glasses. Available in glass, stainless steel or plastic. Generally used for serving beer for a beer keg for draft beer or plain water.

Picture 5.3.10 Water Pitcher Mug Almost a smaller version of the beer mug, made of thick heavy glass and used for coffee or teh tarik.

Picture 5.3.11 Coffee Mug

Handling of Glassware 1. Glassware is highly fragile and most delicate and expensive: hence atmost care has to be taken while handling glass equipments.

2. Glasses are normally stored in a glass pantry and should be placed upside down in single rows on paper-lined shelves, to prevent dust settling in them. 3. Tumblers should not be stacked inside one another as this may result in heavy breakages and accidents. 4. The appearance of the drink mainly depends on the glass and therefore, the glass should be sparkling clean and attractive in shape and style. 5. When glassware is machine or hand washed, each individual item must be polished and dried with a glass cloth made of linen, as water leaves stains on the glasses. 6. Glasses whether clean or dirty have to be handled by the base or stem, since the finger prints left on the glass necessitates polishing.

5.3.2 Chinaware China is a term used for crockery whether bone china (expensive and fine), earthenware (opaque and cheaper) or vitrified (metallised). Most catering crockery used nowadays tends to be vitrified earthenware, which is very durable and haven been strengthened. Crockery is also usually given rolled edges to make it more chip resistant. Chinaware is made of silica, soda ash, and china clay, glazed to give a fine finish. Chinaware can be found in different colours and designs which are always coated with glaze. Chinaware is more resistant to heat than glassware. There are various classification of catering China. They are:-

Porcelain
Porcelain is a ceramic material made by heating selected and refined materials, which often includes clay of kaolinite clay, to high temperatures. The raw materials for porcelain, when mixed with water, form a plastic body that can be worked to a required shape before firing in a kiln at temperatures between 1200°C and 1400°C. The toughness, strength, and translucence of porcelain arise mainly from the formation of glass at high temperatures and the mineral mullite within the fired body.

Bone China
Bone china is porcelain made of clay mixed with bone ash. This is very fine, hard china that is very expensive. The decorations are to be found under the glaze only. The price of bone china puts it out of reach of the majority of everyday caterers, and only a few on the top class hotels and restaurants would use it. The range of design, pattern and colour is very wide and there is something to suit all occasions and situations.

Earthenware
Earthenware may sometimes be as thin as bone china and other porcelains, though it is not translucent and is more easily chipped. Earthenware is also less strong, less tough, and more porous than stoneware, but its low cost and easier working compensate for these deficiencies. Due to its higher porosity, earthenware must usually be glazed in order to be watertight.

Stoneware
Stoneware is a hard pottery made from siliceous paste, fired at high temperature to vitrify (make glassy) the body. Stoneware is heavier and more opaque than porcelain. The usual color of fired stoneware tends to be grayish, though there may be a wide range of colors, depending on the clay. It has been produced in China since ancient times and is the forerunner of Chinese porcelain. Chinaware Serving Item There are wide ranges of chinaware serving items and their sizes vary according to the manufacturer and the design produced. Recent developments in chinaware include the ovenproof ware (dishes, casserole and cocotte dishes), which allow food to be brought straight from the oven to the table.

Picture 5.3.12 Chinaware

Handling of Chinaware

Whatever quality of china or crockery is used, the most important thing to ensure is that it is washed, rinsed and dried correctly to ensure that no dirt, stains or streaks appear.

1. Chinaware has a high breakage rate and, therefore, needs careful handling. 2. They should be stored on shelves in piles or stakes of approximately two dozen each. Any higher may result in their toppling down. 3. They should be stored at a convenient height for placing on, and removing from the shelves to avoid accidents. 4. Chinaware should be kept covered to prevent dust and germs settling on it. 5. Chipped and cracked items harbor germs and should, therefore, not be used and disposed off carefully.

5.3.3 Tableware Tableware includes the dishes, glassware, cutlery, and flatware eating utensils (knives, forks, and spoons) used to set a table for eating a meal. The nature, variety, and number of objects varies from culture to culture, and may vary from meal to meal as well. Tableware may be categorized as follows:

Flatware
Flatware denotes all forms of spoon and fork. Flatware, especially that used by most people when they eat informally, is usually made of stainless steel.

Cutlery
Cutlery refers to knives and other cutting instruments.

Picture 5.3.13 Cutlery and Flatware Holloware Holloware refers to table service items such as sugar bowls, creamers, coffee pots, teapots, soup tureens, hot food covers, water pitchers, platters, butter plates and other items excluding flatware and cutlery.

Picture 5.3.14 Holloware and Chinaware

Special Tableware There is almost an unlimited range of flatware, cutlery and hollowware in use in the catering industry. Apart from the familiar knife, fork, spoon, vegetable dishes and lids, entrée dishes and lids, soup tureens, teapot, hot water jugs, sugar basins there are a number of specialist items of equipment available for use with specific dishes. Some common specialist equipments are listed below:Silver Tea Tong The silver tea tongs (called also silver sugar tongs or silver sugar nips) are used for lifting sugar cubes from the sugar bowls and add to tea cups. The basic forms in which they were made are:-Fire tongs, of two arms joined at one end by a pivot

-Scissors tongs, of two arms pivoting at the centre, in the form of a pair of scissors (tea tongs or sugar nips)

Picture 5.3.15 Sugar Tongs

Asparagus Holder The asparagus holder is an utensil for a diner to hold a single stalk of asparagus. It is made of a single strip of metal, bent in the form of U-shaped tongs, with a small square plate at each end to grip the stalk.

Picture 5.3.16 Asparagus Holder Pastry Fork Pastry fork is a small fork designed for eating pastries and other desserts while holding a plate. It is typically designed so that it can be used with the right hand, while left hand holds the plate. It therefore has the left side widened to be used like a knife to cut the food when pressed down on the plate. Left-handed pastry forks have the right side widened instead. This fork may also be used to lift fruit pieces from the plate.

Picture 5.3.17 Pastry fork

Pastry Slicer Pastry slicer is used for serving pastries.

Picture 5.3.18 Pastry Slicer

Oyster Fork A fork used for picking up shellfish cocktail or oysters. This fork is shaped like a regular fork, but it slightly smaller and the tines are curved outward.

Picture 5.3.19 Oyster Fork

Lobster Pick This long, narrow utensil is used to pull every shred of meat from the hard-to-reach

cavities (such as the legs) of lobsters and crabs. The tip of a lobster pick can either be pointed or in the shape of a tiny, two-prong fork.

Picture 5.3.20 Lobster Pick Skewers A long, thin, pointed rod that comes in various sizes. Skewers are made of metal or wood; the former often has a ring at one end. They're most often used to hold meat in place during cooking/ serving, as well as to skewer meat and vegetables to be grilled for shish kebab. The best skewers are square or flat-shaped that hold food securely when moved. Usually made of stainless steel.

Picture 5.3.21 Skewers

Nutcracker It is a tool for cracking hard nutshells, usually consisting of two hinged metal arms

between which the nut is squeezed.

Picture 5.3.22 Nutcracker Ice Cream Scoop It is used to remove ice cream from a carton or other container while forming the ice cream into a ball or oval shape. Ice-cream scoops come in several styles and sizes. The simplest is a plain metal scoop- or spade-shaped utensil. Next comes one shaped like a half-globe or oval with a spring-action lever in the handle. When squeezed, the lever moves an arc-shaped blade across the scoop's interior and ejects the ice-cream ball. The nonstick-style scoop has antifreeze sealed inside.

Picture 5.3.23 Ice Cream Scoop

Handling of Tableware

1. Storage of cutlery and flatware is very important. Each item has to be stored in the boxes or drawers lined with baize to prevent the items being scratched. 2. They should be stored in cupboard or room which can be locked. 3. Cutlery and flatware may be stored in the sideboard.

5.3.4 Linen Linens are fabric goods, such as tablecloths, napkins and slip cloths. Linen is a material made from the fibers of the flax plant. Originally, many, such as bed sheets and tablecloths, were made of linen. Today, the term "linen" has come to be applied to all related products even though most are made of cotton, various synthetic materials, or blends. The main items of linen normally found in a restaurant are: tablecloths; slipcloths; buffet cloths; trolley and sideboard cloths; and waiter’s cloths or service cloths. Table Cloths Table linens made from cotton or linen are not only more absorbent but also last longer. The fibers don't pill or pile as easy as with synthetic table linens and they don't become shiny when exposed to an iron's heat. Egyptian cotton and Irish linen are considered the finest materials for table linens because of their long, durable fibers. White is the most popular color for table linens because it's considered formal. Table cloths should be large enough to cover the top as well as a portion of the legs of a table without interfering with the guest's comfort while he is seated at the table. The size of the tablecloth varies according to the size of the table it is required to cover. Types of Table Square Table Rectangular Table Round Table Size of Table 76 cm sq 92 cm sq 136 x 76 cm 92 cm diameter Size of Table Cloths 137 x 137 cm 183 x 183 cm 183 x 137 cm 184 cm diameter

Table 5.3.1 Size of the Dining Room table and table cloths.

Slip Cloths These are designed to be laid over the tablecloth to protect it from spillage and give it a longer life. Using a slip cloth reduces the number of tablecloths used and thus reduces the cost of inventory and laundry. Slip cloths may measure 1 meter square approximately.

Picture 5.3.24 Slip Cloths Napkins A napkin or is a rectangle cloth or paper used at the table for wiping the mouth while eating. It is usually small and folded. Conventionally, t he napkin is folded and placed to the left of the place setting, outside the outermost fork. In an ambitious restaurant setting, it may be folded into elaborate shapes and displayed on the empty plate. Napkins may be of the same colour as tablecloths, or in a colour that blends with the decor of the restaurant. Napkins should be spotlessly clean and well-pressed. The ideal size for a napkin is between 46 to 50 cm sq.

Picture 5.3.25 Napkins

Buffet Cloths

For a buffet table, the minimum size of the tablecloth required is 2 m x 4 m. Trolley Cloths and Sideboard Cloths These are usually made from tablecloths well worn and not suitable for use on tables, mended by the housekeeping department and folded to fit a sideboard or trolley. Waiter Cloth and Serving Cloths A service cloth is a very important part of service equipment as well as being part of the food server’s uniform. It must be kept clean and ironed at all times and only used as a service cloth for certain activities such as: i ) Carrying hot plates ii ) Final polishing of plates iii) Wiping Small spills iv) Brushing crumbs onto a service plate v) Wiping the undersides of the plates before placing plates on the table.

5.3.5 Sanitation Standards In Handling Serving Equipment

1. Use clean and sanitized glasses, flatware, chinaware and other equipment for service. 2. All service equipment must be wiped dry with clean cloths to avoid watermarks. The cloths used for this purpose must be segregated from other wiping cloths. 3. Bowls should be underlined with appropriate under liner and never to be served with the finger touching the rim. 4. When serving straw serve them with their wrappers or in their respective dispensers. 5. When serving additional utensils or napkin, place them in a small plate to avoid direct contact with hand. 6. The thumb should be kept away from the plate to avoid touching the sauce, meat or dish. 7. When setting up flatware and glasses, avoid leaving finger marks; carry them in trays or with a cloth napkin. 8. Never serve food using cutleries that have fallen on the floor. 9. To avoid contamination, food must be covered when it is not served immediately.

5.4 HANDLING SERVING DISHES AND UTENSILS
During service the right and left hands have distinct functions to perform. The left hand carries while the right hand works. Flatware, glasses, cups, and the like are always carried on a tray, never in hands. For safety and to prevent clattering, this tray should always be covered with a paper or cloth napkin. While bringing platters to the side table or guest table, always carry them in both hands. The hand towel should be draped lengthwise over the cloth so you can hold the platter on both ends. If several plates or serving dishes are carried at the same time, place them on the towel so they will not slide. Serving bowls and sauce boats are always placed on a small plate with a paper doily. 5.4.1 Procedures of Carrying Plates 1. A stack of plates A stack of plates is always carried with both hands. Wrap your hand towel around the plates so that you do not touch the plates with your bare hands. Do not hold the plates against your body. 2. One Plates Always hold a plate between the thumb and forefinger (index) finger. Your thumb should be flat on the rim of the plate, pointing toward the rim, never into the plate. 3. Two Plates Held from Below: Hold the first plate between the thumb and index finger. The index finger is placed slightly behind the lower rim. Slide the second plate against the index finger and support it with the other fingers from beneath. Held from Above: The first plate is held with the thumb and index finger. With that hand turned slightly upward, balance the second plate on the lower forearm and the ball of the thumb. Support the upper plate with the other fingers.

Carrying Four Plates Procedures Procedures: 1. Seize the first plate between the thumb and the forefinger. 2. Place the second plate between the forefinger (on the top) and the two fingers major and ring finger (under). 3. Place the third plate over the basis of the thumb and the little finger. 4. The fourth plate is carried in the right hand, this will be the first plate placed on table.

Picture 5.4.1 Procedures for carrying four plates

Carrying the Tray Procedure 1. It is important to organize the tray in a way that the weight is concentrated on a precise point that will be maintained by the wrist and the left hand (a pile of under cups) 2. Items less heavy will be placed around heavier items (cups and spoons).

Picture 5.4.2 Procedure for carrying tray

Clearing The Plates

The basic technique is the same as carrying two plates. After picking up the first plate, arrange the flatware on it. The handle of the first fork is under your thumb. This will secure the remaining flatware. Then slide the knife in at a right angle under the fork. Now pick up the second plate with the flatware, and place the flatware on the first plate, fork beneath the thumb and knife below. The remaining plates are stacked on the second plate, while the flatware is arranged on the first plate. In an elegant service, no more than four plates are cleared at one time. Small food remnants on the plates can be pushed to the lower plate; be sure to turn away from the guest when doing this. When the plates contain a lot of leftovers, they must be scraped away from the table. Clear only two plates at a time and sort out in the waiter’s station.

Picture 5.4.3 Procedures for clearing plates

5.5 THE BANQUET SERVICES
A banquet is a large public meal or feast and refers to groups of people who eat together at one time and in one place. It usually serves purposes such as Gathering, Meeting, Conference, Grand Dinner, Wedding, Celebrating birthday, and any events. Most the banquet in a outlet of hotel normally provided a food and beverages services to a guests often as a supper for break of the meeting. The banquet operations is more different compare than a restaurant, because more needs a lot of staff to manage of their functions and events for every weeks. 5.5.1 Banquet Setup Styles Food and Beverages functions can require tables, chairs or both depending on the types of event being held by the planner. As with meeting functions, the banquet manager will know the best setup design for the particular room being used for each function. Commonly used setup includes the following:Banquet Round Tables This come in two sizes , with smaller one for table seating 8 and the larger up to 10 people. They are used for sit-down or buffet dinner. Round table are also commonly used for meeting that are known as round table meetings. After the meeting this tables can remain and be used for a ford function. Buffet Tables These are used for the buffet food lines or displays. A popular variation is a circular buffet table setup. This can be achieved by using banquet rounds or serpentine tables.

5.4.2 Banquet Table Set up Procedures Set Up a Hollow Square Style Department: F&B (Banquet) Equipment: Tables, Chairs, Pencil, Sweet, Table cloths, Pad, Mineral Water and Goblet Task: Set up a hollow square style procedures Procedures: Step 1: Lay out table Set per task hollow square-shape but open side should be closed in. Step 2: Lay out tablecloth Lay out the table clothes and fold it facing the back of the room. Make sure the table cloths are not torn and the folding must face the back of the room. The edge of the table must be straight. Step 3: Skirt the table Skirt the inside of the hollow square Use the skirt clip to skirt the table. Make sure the skirting is clean, without stain and holes. Step 4: Set up goblet, sweet and pad/ pencil. Place the goblet and coaster at the right side of the seat set the pad and pencil in front of every seat. Step 5: Check the setup Check through every seat, make sure the goblet has no spots and cracks, the chairs have no dust. The chairs have no dust. Pencil and pad and sweet are nicely set.

Set Up a T-Shape Style Department: F&B (Banquet) Equipment: Table, chairs, table cloth, skirting, pad/pencil and mineral water. Task: Set up a T-Shape style procedures Procedures: Step 1: Lay out table Use long tables long enough to seat the expected number of persons at the head table. Set per task T shape, but the middle line should at the center of head table. From the center of head table and extending into rooms set double with tables as long as required. Step 2: Lay out tablecloth Lay out the table clothes and fold it facing the back of the room. Step 3: Skirt the table Use the skirt clip to skirt the table, Make sure the skirting is clean. Step 4: Set up goblet, sweet, mineral water and pad/ pencil. Place the goblet and coaster at the right side of the seat set the pad and pencil in front of every seat. One sweet bowl will share among 3 seats. Step 5: Put the chair Put down the chair along the E-shape, set 3 chairs per table. Step 6: Check the setup Check through every seat, make sure the goblet has no spots and cracks, the chairs have no dust. The chairs have no dust. Pencil and pad and sweet are nicely set.

Set Up a Theater Style Department: F&B (Banquet) Equipment: Table, chairs, table cloth, skirting Task: Set up a theater style procedures Procedures: Step 1: Lay out table (head table) Lay out the Head table and centralized it. Step 2: Lay out the tablecloth Lay outs the table clothes and fold it facing the back of the room. Make sure the tablecloths are well pressed, clean without stain and small holes. Step 3: Skirt the head table Use the skirt clip to skirt the head table Make sure the skirting is clean without stain and well pressed. Step 4: Step the chairs Set chairs in a row. Set first row of chairs 6 feet from the edge of the head table or plat form. Chairs must be clean without dust and in a straight line. Leave 2.5 feet between each row of chairs for enough spacing. Step 5: Check the setup Check through every seat, make sure no dust and chairs are nicely placed.

Set up a Classroom Style Department: F&B (Banquet) Equipment: IBM table, green felt, pad, pencil and goblet Task: Classroom setup procedures Procedures: Step 1: Lay out the rectangular tables 183cm x46cm Lay out the number of tables required according to the floor plan and centralize them. Lay out the remaining row by leaving 3 feet gap in between the row. Gap between row must be even. The center aisle must be 3 feet away. Step 2: Lay the green felt cloth Lay the green felt and skirting it with a clip. The skirting must be without stains and holes. Step 3: Put down the chairs Place 3 chairs per table, unless especially request by the guest and the chair must spread evenly. Step 4: Set the pencil, goblet, mineral water pad Set pad and pencil on the table in front of every chair, and then set the coaster and goblet at the right top of the pad. Pad/pencil must be in the center of the chairs

Set Up a U-Shape Style Department: F&B (Banquet) Equipment: Table cloth, chairs, pad and pencils, goblet. Task: Set up a U- Shape style procedures Procedures: Step 1: Lay out table Lay out the number of tables. Required and centralize them to indicate the correct position. The chair spacing must be well balance and not too congested. Step 2: Lay the table cloth Lay out the table clothes and fold it facing the back of the room. Make sure the table cloths are not torn and the folding must face the back of the room. The edge of the table must be balance. Step 3: Skirt the table Use the skirt clip to skirt the table. Make sure the skirting is clean, without stain and holes. Step 4: Set the pencil/pad and goblet. Place the goblet and coaster at the right side of the seat set the pad and pencil in front of every seat. Check the goblet is clean, free of spots.

Check a function room Department: F&B (Banquet) Equipment: Event Order Task: Check a function room procedures Procedures: Step 1: Pick up event order Event order to be collected by the clerk form the catering office every day. Step 2: Check equipment Room set up must fully achieve require from the event order. White board and flip chart must be clean and without dust and marker prints. Markers should be tested before function starts. Check the floor carpet, floor should be clean without dust of 8 waste papers baskets. Check the air condition air-cond set at 20-21 degree. Check the lighting. Turn on the equipment to make sure they are working properly. Walk around table, look at the set-up and look at the skirting, tables, glasses, pads and pencils. Table cloth must be clean without any spot and cracks. Step 3: Turn the light Turn on the light and air cond before 15 minutes function start.

CHAPTER 8 COMMENT AND RECOMMENDATION
From the industrial training that have been done by the Student. The Student has a variable comment and suggestion while performed a task during in practical session.

1. STUDENTS


The student should to indentified a specific task are related of student course before going to practical. Performed a task based on your course. Get the information related of the tasks.

2. THE COMPANY • • • Providing a task and training are related of student course and study. Give instant permission for changed of department without long need consideration. To pay attention and care of practical student during in practical.

8.1 QUALITY OF COMPANY SERVICES AND PRODUCT In any service related business such Hospitality Service and Accommodation, Quality is an important aspect that’s influences most customer. Quality is the most powerful variables which can influence and encourage customers to choose Swiss Inn Sungai Petani. Based on my practical, The operations department have a problem concern to inconsistent product will being sold to the guest can cause the guest will not returned. So in this case, I am believed that an excellent quality provided can retain customer greatly. By retaining customer, it can improve customer perception towards services and giving a good image to Swiss Inn Sungai Petani. Then it will lead successful of relationship marketing orientation that to getting and keeping more of the customers. Quality will offer way of achieving success among competing services. Customers will consistently demanding for high quality and only the firms that can improve their quality of the services provided can retain customers for better survivals ahead. It is a vital criterion in achieving success of the company too. In order to success in relationship marketing for getting a lot more customer, I am suggested that Swiss Inn Sungai Petani should focus more on:-

 Customer retention  Orientation on product benefits  Long time - scale  High customer service emphasis  High customer contact  Quality is the concern of all

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