1.

1 INTRODUCTION

Background of Berjaya Hills Resorts

In Berjaya Hills Resorts, there are 3 accommodations that provide rooms for their

guests. Firstly, The Chateau Spa and Organic Wellness Resort is a boutique hotel at

Berjaya Hills in Bukit Tinggi, offering premium health treatments alongside luxury

accommodation. A sanitised replica of the Château du Haut-Koenigsbourg in Alsace,

France, the resort is perched on a small hill directly opposite Colmar Tropicale across

the Le Chevalier building. Accommodation is provided in 126 luxury rooms and suites

spread across the castle complex, with facilities that include a swimming pool with salt-

infused water, fine dining restaurants, sophisticated spa treatment rooms and orchid

garden with a costly set of flowers rotated every few months from a nursery.

igure 1.1
Second is Colmar Tropicale. Colmar Tropicale is the central hotel and tourist attraction

of Berjaya Hills Resort, nestled on a mountain ridge at Bukit Tinggi between Bentong

and Genting Highlands. Inspired by the Alsace region of France, it features a medieval

French theme village of quaint design, lined with colourful timber-framed townhouses

that envelop an inner courtyard filled with activities, including dance performances, fun

fair games and clowns. Various restaurants provide a delectable spread of continental

cuisine, while apartment units housed within the complex provide budget family

accommodation. Other facilities here include a swimming pool, ballroom and spa. This

hotel having 235 rooms from variety of types, size and price.

Third is Berjaya Hills Golf & Country Club. Covering an area of 16,000 acres and

located 2,500 feet above sea level, Berjaya Hills Golf & Country Club (BHGCC) is

nestled high up in the mountains, amidst the serenity of lush greenery and tranquil

rainforest, a scenic and picturesque hill resort filled with fun excitement for golfers and

the whole family.

BHGCC offers a memorable experience and provides its golfers and visitors with

excellent golf facilities with “The Unlimited Golf” which allows serious and fanatic golfers

to enjoy a whole day golfing madness. It caters to those in need of a quick gateway

from the hectic city life or those simply looking to experience a quiet and peaceful

retreat amidst the cool mountain air.

The course has been voted “Top 20 Best Golf Course in Malaysia 2010/2011” and hole

no 17, our signature hole has been voted “4 th Most Scenic Hole in Malaysia 2010/2011”
in the Readers Poll conducted by Golf Malaysia Magazine. In March 2010, the club was

awarded The Brand Laureate award as the “The Best Highland Golf Course in Asia” by

the Asia Pacific Brands Foundation (APBF).

The scenic and memorable 18-holes par 72 with playing distance of 6312 meters,

BHGCC international golf course was designed by J.Michael Poellot and has hosted a

number of prestigious tournaments like the World Inter- Team Amateur Open, the

Hospitality Asia Championship, the Pahang Men and Ladies Amateur Open Golf

Championships.

BHGCC comprises of 22 units of luxuriously newly furnished suites and 12 units of

golfer’s Chalet & The Restaurant at the Club House overlokks the swimming pool with a

breathtaking forest view and offers a variety of dining options. It also serves a tasteful

selection of both local and international cuisine.

The Golfer’s Lounge is ideal for after-game drinks and snacks with a lovely view of the

golf course, while the bar and the karaoke room full of latest song are perfect venues for

relaxation and to unwind after a strenuous game of golf.

Adjacent to the Golf Club is the fully equipped Sports Complex which features facilities

like 12-lanes Brunswick bowling alley, outdoor swimming pool, tennis courts, a squash

court, badminton courts, snooker tables, table tennis, gymnasium, indoor archery and

futsal court. For the more adventurous, visit The Adventure Park with the longest flying

fox in South East Asia or enjoy the canopy walk that allows you see beautiful wildlife or

participate in a paintball warfare, one of the world’s fastest growing extreme sports
where teams compete against each other with semi-automatic paints guns and it is ideal

for teambuilding exercise.

Figure 1.3

1.2. Vision

To be the leading regional brand in Asia by the year 2010

Mission

Creating memorable total experiences for our customers, everyday

Our Values

 Desire or willingness to serve in a sincere manner

 Do more for customer

 Helping each other

 Share information

 Learn from experience

 We can always get better

 Speak the truth

 Admit mistake

 Speak up your mind

 Be a role model

 Practice what you have learned

 Reduce wastage

 Identify opportunity to enhance revenue

 1.3 Organizational Structure

Mr Vijay

Club Manager

Mr yunus Mr Suhaimi Mr Azizi Ms Jothy

Golf Manager Workshop Manager Engineering Manager Finance Manager
Manager

Mr Marcel Mrs Suriyana Chef Yuhani

F&B Supervisor Front Office Supervisor Golf Manager

Mrs Hayati

Housekeeping Maneger

Ms Safiah Mr Raj Mr Aliff Ms Aniza

Golf Coordinator General Worker Engineering Assistant Account Asst.

 1.4 Product and Service

1. Golf Rates

18 Holes Unlimited Round Rate Hotel/Members Guest

Weekdays RM98.00 nett RM88.00 nett

Weekends/PH RM168.00 nett RM130.00 nett

9 Holes Promotional Rates Hotel/Members Guest

Weekdays RM70.00 nett RM60.00 nett

Weekends/PH RM100.00 nett RM90.00 nett

Promotion

Crazy Monday RM312.00 nett per Flight (4 pax)

Senior Golfer RM78.00 nett for weekdays only

Ladies Golfer RM78.00 nett for weekdays only

Service

Caddy RM55.00 nett

Caddy advance booking RM70.00 nett

Buggy RM35.00 nett

 2. Room Rates

Room Type Price

Golfer Chalet RM 165.00

Deluxe Suites RM 260.00

Premier Suites RM 310.00

Price Inclusive

Breakfast for 2 persons, entrance to Colmar Tropicale & Japanese Tea House for 2

persons, Wifi, 10% service charge & 6% Gst. Additional Surcharge of RM 30.00 apply

during Weekend (Friday & Saturday) / Eve Public Holiday.

Function Room Rental

Function Room Location Half Day Full Day Hourly

Anthurium Hall 1&2 Sport Complex RM 1200 RM 1600 RM 250

Anthurium 1,2&3 Sport Complex RM 600 RM 800 RM 150

Begonia Club House RM200 RM 200 RM 100

Golfer Lounge Club House RM 600 RM 800 RM 100

BHGCC Poolside Club House RM 600 RM 800

The Restaurant Club House RM 600 RM 800

 Open Terrace Club House RM 600 RM 800

3. Sport Complex Facilities

Facilities

From the best courts to state-of-the-art fields, from the splash-friendly pools to the

serene trails, you’ll find something that fits your definition of fun right here.
 Figure 1.4

4. Restaurant

The Restaurant is situated in the Club House, offering our patrons the best of both food

and drinks and a refreshing look at the lush greenery. The Restaurant serves local
favorites, light snacks and beverages. It can accommodate up to 150 persons and is a

fantastic place to unwind after a game of golf.

The Restaurant offers a wide variety of authentic Malaysian spread. House specialties

include nasi lemak, curry mee, fried rice and fried kueh teow just to name a few. It also

serves numerous Chinese dishes, from noodles to rice specials and local starters such

as spring rolls and curry puffs. For those who prefer Western food, international flavor’s

such as fish & chip and chicken chop are on the menu. Patrons are also encouraged to

try out our house sandwiches.

2.0 Organization Analysis

2.1 Internal Factors

  Brand (good reputation)

Strengths  Customers loyalty (membership)

 Lack of staff

Weaknesses  Lower salary

 Lack of knowledge

2.2 External Factors

 Can expand the company income

Opportunities  Can introduce new product

 Economic constrains

Threats  Limited budget

strengths

Brand (good reputation)

The resort having a good reputation among their customers. The good service that

delivered to their customers will give a good impression towards the resort. By the

resort keep maintain or give the good serviced or product, they will survive in this

industry.

Customer loyalty

Since the resort already open in 1997’s, there are repetition customers that always

come to the resort. Usually the golfers are the regular customers at Berjaya Hills Golf &

Country Club. Besides, the resorts also open for the public to join their membership

which also can enjoy the special rates for rooms and golf.

Weaknesses

Lack of staff

The number of staff at this resort are low because this place far away from main road

and city. This problem caused by the management that not cared about their employee.

Such as, they want the off day but the management and human resource not approve

their off day. How come they work without get some rest.

Lower salary

Lower salary also one of weaknesses for this resort. They get salary but not suitable

with their job. The staff will run away because they not get suitable salary and this

weakness become more bad because they don’t have enough staff.

Lack of knowledge
This weakness appears because they hired more internship student that don’t have any

knowledge and experience about resort operation. They can’t give the good services

because they don’t have educated staff to train them very well.

Opportunities

Can expand the company income

This resort can get more income because they already have a good reputation with

introduce some promotion to their customers even they already have loyalty customers

or membership card. They can enjoy with this chance because the management give a

lot of special offer if they become a member of Berjaya Group.

Can introduce new product

They can introduce new product to attract more customer to come and play golf at this

resort. For example, they should open the driving range for beginner to learn how to

play golf very well. They will get more income wit this because not many golf club have

driving range even they get many demand from golfers.

Threat

Economic constrains

Some of economic constrain is our currency not stable and this can make the resort not

get more income because our money value is low compare with others. The

government should solve this problem quickly to make tourism industry growth rapidly.

Limited budget
This resort get budget from Berjaya Group under Tan Sri Vincent Tan. Limited budget

can cause the management need to cut and divide to 3 resort at Berjaya Hills. The

budget they get need to use wisely and just for important maintenance but the cost to

repair field is very high. Customers will keep complain if field not good and they will not

play at here anymore because they not satisfied with field condition.

2.3 Recommendations for Improvement

Hire more educated staff

Hire more staff can make reputation and quality in highest level to compete with other

organization in same industry. Customer can get the good service because staff have

knowledge to answer the question from customers. Hired more trainee cannot help the

organization to give the good service when customers are VIP and VVIP. The trainee

cannot give the good service but they can help the staff to deliver service to the

customers. In additional, trainee not stay longer than staff and they will back to their

school after they finish the training.

Renew the equipment

this organization got many complain from customers because they use the old

equipment and just repair when that equipment broken. Such as, buggy for golfer to

move from 1 hole to another hole. Customers always complain that buggy broken and

the tires not in good condition. Besides that, the golf course always soggy and the

golfers need to left the buggy at the track because the buggy cannot move in field to

avoid the field getting bad. The management should do the maintenance to make the

field getting better and can give more satisfaction to golfers when they play.

Increase salary for staff

Many staff run away from this organization because they get low of salary compare with

other organization in same industry. This organization save their budget with take the

trainee because they just got allowance from the company and lower than staff.

3.0 Tasks and Duties

3.1 Tasks and Responsibilities Assigned

Berjaya Hills Golf & Country Club are divided into two departments. First, Administration

Department and second, is Operation Department. This two department play important

role to make sure the Berjaya Hills Golf & Country Club run smoothly.

Administration Department

Administration refers to a group of individuals who are responsible for enforcing the

laws and regulations of the organization in addition to complete important tasks.

Administration department is the major components that support the services in the

management. It is support services in terms of customer service (complaints and

counter), transportation (car company), all management records, security and also

utilities. Administration departments are administered by four employees of the financial,

administrative assistant, and office assistant. This department will keep all the

equipment, record in and out items, documents that related to the company in good

condition. In addition, any officer who has a problem related to the job description can

also refer to the administration department. Internship student also managed under this

department.

Operation Department
This department responsible to make sure this organization running and get income

with selling product. The department below operation department is Housekeeping,

Food & Beverage and Front Office.

Housekeeping Department

 Be responsible for efficient and orderly management of cleaning, servicing and

repairing of guest rooms.

 clean the room that guest already check-out

 Be responsible for hotel linen and check its movement and distribution to room

attendants.

 Keep an inventory of all housekeeping supplies and check it regularly.

 Provide front office list of ready rooms for guests.

 Arrange training of staff within the department

 Update records and files.

 Compile the roster.

 Check the VIP and OOO rooms

Food & Beverage Department

Food and Beverage Department (F&B) is responsible for maintaining high quality of

food and service, food costing, managing restaurants and bars. Food and Beverage

service is the service of food made in the Kitchen and drinks prepared in the Bar to the

customers (guest) at the food & beverage premises.

F&B responsibilities

 Greet customers, present menus and help customers select menu items.

 Inform customers about daily specials.

 Record orders and place them with the kitchen and bar.

 Pick up and serve orders.

 Check that customers are enjoying their meals and correct any problems.

 Suggest and serve desserts and beverages.

 Clean and reset tables.

 Tabulate and present bills for payment.

Front Office Department

The front office or reception is an area where visitors arrive and first encounter a staff at

a place of business. Front office staff will deal with whatever question the visitor has,

and put them in contact with a relevant person at the company. Broadly speaking, the

front office includes roles that affect the revenues of the business. The term front office

is in contrast to the term back office which refers to a company's operations, personnel,

accounting, payroll and financial departments which do not interact directly with

customers.

The front office receives information about the customers and will then pass this on to

the relevant department within the company. The front office can also contact the

marketing or sales department should the customers have questions.

The most common work for the front office staff will be to get in touch with customers

and help out internally in the office. Staff working at the front office can also deal with

simple tasks, such as printing and typing tasks and sorting emails. Although front office

staff might only need to perform tasks such as answering the phone, using the printer

and fax machine, training is still needed on these tasks. Front office is related to a

service delivery system, where employees engage and dealing with customers.

3.2 Duties and Procedures Conformed

Front Office

 Greet customers, present menus, and explain daily specials to customers.

 Answer questions related to menu items.

 Take food and beverage orders from customers.

 Relay food and beverage orders to the kitchen staff.

 Prepare drinks and food garnishes.

 Carry trays of food or drinks from the kitchen to the dining tables.

 Remove dirty dishes and glasses, and clean tables after customer finish meals.

Prepare itemized checks and take payments from customers.

 Clean and set up dining areas, refill condiments, roll silverware into napkins, and

stock service areas.

Food and Beverage

 Greet customers, present menus and help customers select menu items.

 Inform customers about daily specials.

 Record orders and place them with the kitchen and bar.

 Pick up and serve orders.

 Wash all glass and cup.

 Taking stocks from purchasing.

 Clean and reset tables.

 Tabulate and present bills for payment.

 Refill the soft drinks

4.0 Case Analysis

 4.1 Issues or Problem That Have Been Identified

During the 4 month doing internship at Berjaya Hills Golf & Country Club, student have

identified some problem or issues that occur here.

Communication Barrier

This problem faced by all staff and trainer at resort because the guests can’t speak

English clearly. Usually this happen by Korean, Arabian and Japanese. They just use

their language to communicate with us and we can’t understand what they want to say.

This problem become big issue in our resort and they came here without translater or

someone that can speak English clearly.

Wrong Reservation

Trainer also have problem in how to make a reservation. This problem happened when

they forget to follow the step that staff already teach. To make reservation, they should

ask check in date, check out, type of room and how many persons. The guest will mad

will we make a wrong booking for the. For example, they booking Deluxe room with

price RM260 but they just get Golfer Chalet that price RM165 and they absolutely not

satisfied with our services.

Late services in Restaurant

This problem happened when the restaurant got many guest at one time but they don’t

have enough staff to handle the guest. Usually this problem happened in weekend

when golfer come to play golf and also have guest from another hotel in Berjaya Hills

that come here to eat because this restaurant is cheap compare with another hotel. The

staff at restaurant have a lot of work after taking order because they need to prepared

drinks and setup the table.

Waiting long time to get food

They guest always ask the waiter why their food not arrived yet even they waiting so

long in table. This because the waiter not check that food is done or not and don’t wait

the kitchen press the bell to call the waiter to send the food. Usually the kitchen staff will

press the bell when the food is ready to send to guest but if they got so many orders,

they will forget to press the bell and that time they press the bell maybe the waiter not

hear because they have another work to do like clear table or taking order.

4.2 Strategies or Action Taken to Solve the Issues

Communication Barrier

The management should provide training to staff and trainers how to speak another

language that guest come from. It is important to keep our commitment in highest level.

Another action is use body language to tell something that we not understand. This

action so helping because we can know what they want clearly.

Wrong Reservation

To overcome this problem, management should put one senior staff to look the trainer

when they do their job. Senior staff also can help when the trainer not understand or

don’t know how to do. Usually this problem happened when they got new trainer and

that trainer not remember the step how to do reservation.

Late Services in Restaurant

To overcome this problem, management should hire more staff at operation department

like restaurant and restaurant. Enough staff can cover when the restaurant in busy and

the guest not always complain why they got services so late. We also can make guest

satisfied if they got fastest service.

Waiting long time to get food

To overcome this problem. The waiter should stand by when they order food in kitchen

avoid food late arrive to the guest and food not hot. The waiter must check regularly

even the food not finish yet. Sometime the bell they press cannot hear by waiter at bar

or at open terrace.

4.3 Lesson Learnt from the Situations

Communication Barrier

As a tourism student, we should learn universal language because we will deal with

many people from different country and language especially Japan, Korea and China.

This country just used their language when travel to others country. Other than that, as

a tourism student, need to have a higher confidence level because in tourism industry

student will have to deal with various kind of people.

Wrong Reservation

During student internship there, as a tourism student should know more about

reservation, the mistakes that always occur during the reservations and also the

consequences if any mistake happened during the reservation, so before doing any

reservations student should learn carefully about the way of make the right reservation

for the sake of the company and also for the customer satisfaction.

Late Service in Restaurant

As a trainer at there, I learnt how to served guest very well to keep their satisfaction in

highest level. Even we are trainer and our work is just to help the staff delivered service

to the guest but without us they cannot running very well when the restaurant busy.

Sometime when we have event, the management will send another staff from Colmar

Tropicale Resort to cover our event.

5.0 Reflections
 5.1 Self-evaluation from the learning process

As a tourism student, I found out that my weaknesses during this 4 month internship at

Berjaya Hills Golf & Country Club are a little knowledge about resort, golf and service,

poor in communication skills especially when dealing with tourists or people and lower

confidence level when deal with tourist.

What I have learned from supervisors is we need to have an enough information when

deal with guests. So, that we able to explain and answer the question ask. Then, for

communication skill the supervisor advice to me to more talk with people and become

talkative especially when explaining about our organization. Other than that, the

confidence level must be at higher level. So, guests will trust and want to deal with us. It

will attract the customers to come to our place because of our communication and level

of confidence.

In the future, if I am not start to improve my weaknesses, it will affect my working life

especially if I enter the tourism industry. It is because in tourism industry, everyday we

need to deal with various kind of people.

Along with the company, the trainee was exposed to using Microsoft Office Word,

Microsoft Excel and Microsoft Power Point more deeply. Trainers typically use the

Microsoft Excel to create something like creating a package in the file for customers to

see more clearly.

5.2 Relevancy of the organization with programmed of study and

expected goals
The relevancy of the organization with student programmed of study and expected

goals are relevant as below:

 tudent are exposed on how to deal with customers, especially from hotel, and

others.

 Students are exposed on how to greet customers that walk in to the lobby and

from phone caller. Disseminate the information needed and give any

suggestion if guests need our opinion.

 Students can learn about customer behavior, how to communicate well with

customers and suppliers such as hotels, resorts, theme parks, transport &

others.

 Because sometimes company also held an event, students are exposed on

how to organize the event with the help of employer before, during and after

the events. Students can learn how the officer plan the whole event and how

they come up with backup plan in emergency.

 Students are exposed on how the organization activities was planned for a

year. The proposal or paperwork on what the event that will be organize, the

expected budget for each event or program and the expected date of the

event.

 Student are required to give their ideal to improve the customers service.

5.3 Organization’s management readiness to cooperate and consider the

suggestions and difficulties that have encountered

Because the company is not well known yet in the industry, they definitely will confront

many problems. But, of course they have their own strength and weaknesses as all

organization had. Students hope that company will accepts and at least listen to all the

suggestion given by the students. The acceptance of the suggestion definitely does not

mean that they drop the reputation of the company but to increase and to make sure the

company are maintaining their business in the industry.

Students also hope that with all the suggestion given by Berjaya Hills Golf & Country

Club always improve and successful in the future. Beside that students hope that they

will encountered the difficulties and will improve it for the future of the company.

6.0 Conclusion
All the Head of Department are giving 100% cooperation to students to finish 4 months

internship at Berjaya Hills Golf & Country Club. At the organization student also learn

many new things that not exposed during in classroom. Students also get new

experienced on how in meeting room look alike and how to organize an event.

Accepting the opportunities and spaces provided by the trainee to conduct industrial

training at Berjaya Hills Golf & Country Club, many inputs and outputs obtained during

the course of Industrial Training. Experience and all the knowledge devoted to teaching,

will be used in the future if given the opportunity to work in the same field.

Last but not least, students are enjoyed during the 4 months internship here. Thank you

to all the staff that helping student, give an advice, teach new things and others.

Hopefully, Berjaya Hills Golf & Country Club will success in the future.

Appendices