MOHD FAADHIL ASYRAF BIN MAHRUZAMAN 17DHK08F1011 THE DATAI LANGKAWI

THE DATAI LANGKAWI
f LOCATED ON THE NORTHWESTERN TIP OF LANGKAWI ISLAND,. f IT SURROUNDING BY NATURAL RAINFOREST. f OPENING ON 29TH OCTOBER 1993. f MANAGE BY GENERAL HOTEL MANAGEMENTS LTD (GHM). f HAS 122 UNITS ROOM WITH DIFFERENT CATEGORIES . f HAVE 4 LUXURY RESTAURANT. f FACILITIES:THE SPA, G-SHOP, HEALTH CLUB, MEETING ROOM,

AND ELSE.
f GM- MRS. ELEANOR HARDY & EAM- MR. GUIDO FARINA. f HAVE 9 DEPARTMENT INCLUDED KL SALES OFFICE. f

INDUSTRIAL TRAINING
FOOD & BEVERAGE DEPARTMENT

HOUSEKEEPING DEPARTMENT

FRONT OFFICE DEPARTMENT

HOUSEKEEPING DEPARTMENT

HOUSEKEEPING DEPARTMENT
EXECUTIVE HOUSEKEEPER EXEC. ASST. HOUSEKEEPER ASST. HOUSEKEEPER LAUNDARY MANAGER

HK/POOL/ GARDENER SUPERVISOR HK CLERK HK ATTENDANTS GARDENER

STAF HOUSING ATTENDANTS

POOL ATTENDANTS

ATTRIBUTES OF HOUSEKEEPING STAFF
f HONESTY f This is a very essential attribute for housekeeping staff and especially

among the room attendants, as they have access to all guest rooms. Sometimes very valuable guest belongings are found lying around in the room which may arouse temptation.
f GROOMING f Floor and public area supervisors, room attendants and housekeeping

staffs that are in constant guest contact should be well groomed at all time. The uniform should be crisp, cleaned and pressed. Lady staff should wear minimum jewelry, light make-up, light perfume, hair properly tied in to a bun and low heeled shoes.
f PERSONAL HYGIENE f Housekeeping staff must take bath regularly; fingernails should be short

and should ensure that no body or mouth odor is present. Any transferable disease must be reported immediately.

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PHYSICAL FITNESS It requires the strong physical constitutions to meet the demand of housekeeping job as the nature of this job itself is more manual and requires long hours of standing. f TACTFULNESS AND DIPLOMACY Often guest may comfort or facilities or services that are outside the management policy. It takes a lot of tact and diplomacy alone that can diffuse such a situation f COURTESY Floor and public area supervisors, room attendants and housekeeping staffs are constantly in contact with the guests. They should always greet the guest with smile. If any guest requests for some extra service or the other housekeeping services it should be done with politeness and charm. f CO-OPERATION Co-operation among the housekeeping staff and among the other department is a must because it is teamwork. It they fail to prepare departure room or report the lost and found or fail to report about the mini bar item that might can cause some problem in hotel revenue and image too. Or if they do not support room service depart; it would be impossible to run a quality hotel.

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RESPONSIBILITY
f Taking the responsibility of cleanliness, comfort and safety of entire

hotel. This department carries out great responsibility as it being an eye and ear of the management and the backbone of the hotel.
f This department makes a room appealing as well as keeps the aesthetic

value of the entire hotel. The housekeeping department is also responsible for providing guest room supplies and amenities for the convenience of the guest.
f The main mission of Housekeeping Department is to:

*provide a clean interior to upgrade room sales *protect the owner¶s investment

JOB ASSIGNED
f LINEN f LAUNDRY f CLERK f POOL ATTENDANT f HOUSEKEEPING ATTENDANT :

* ROOM ATTENDANT * TURNDOWN ATTENDANT
f PUBLIC AREA f HOUSEKEEPING SUPERVISOR

FOOD & BEVERAGE DEPARTMENT

BEACH CLUB RESTAURANT

FOOD & BEVERAGE DEPARTMENT
RESTAURANT MANAGER

ASST. MANAGER SUPERVISOR SENIOR CAPTAIN CAPTAIN SENIOR WAITERS

WAITERS

RESTAURANT PERSONNEL RESPONSIBLE
f Preparing for service. f Greeting guests f Taking the order f Serving the order f Creating a friendly atmosphere where guests can enjoy themselves. f Completing service f Helping co-workers as needed.

SEQUENCE OF SERVICE
f Greet the guests. f Escort guests to the appropriate table. f Take the cold towel and also give menu and wine list to guest. f Taking the order and describe specials. f Repeat the guest order and state to captain order. f Server takes beverage order starting with eldest lady guest and

continuing clockwise around table.
f Present beverages on the right side of the guest with the right hand. f Serving the meals with left hand and from the guest's left. Travel

counter-clockwise around the table, beginning with the eldest woman first.

SETTING AND COVER
f Lunch- Ala Carte

*Lights Mediterranean, Asian Cuisine, Grilled Seafood and Daily Specials.
f Dinner- Buffet

Romantic Dinner/ Private Dinner *Malaysia Menu *Fish and Seafood Menu *Mediterranean Menu *Classical Menu *Vegetarian Menu

*Malaysia Night *Seafood and Fish Market *Italian Night *South East Asian *Mediterranean Night

FRONT OFFICE DEPARTMENT

FRONT OFFICE DEPARTMENT
FRONT OFFICE MANAGER ASST.FRONT OFFICE MANAGER RESERVATION MANAGER GUEST RELATION MANAGER

ASST. MANAGER

CHIEF CONCIEGE

SUPV/OPERATOR SUPV

CAPTAIN

RECEPTIONIST

RESERVATIONIST

OPERATOR

FRONT OFFICE

FIRST IMPRESSION

INFORMATION CENTER

MAIN FUNCTION
f To allot the room to the guest, called as check-in. f To maintain the room records for reservation and allocation. f To collect the room charges and other miscellaneous charges for

various services used by guest during his/her stay at the hotel, at the time of departure of guest.
f To take advance booking for rooms. f To handle the phone calls of hotel.

GUEST CYCLE
Pre arrival phase

Departure phase

Arrival phase

Occupancy phase

TASK
f Pre-arrival f Reservations f ‡ reservation f ‡ identification of source of business f ‡ prepayment f ‡ other pre-arrival activities e.g. preregistration, f pre-assignment

f Arrival Registration f ‡ identification of guest status f ‡ registration f ‡ room assignment

‡ rate assignment ‡ establishment of credit ‡ creation of guest account ‡ issuing of room key ‡ rooming of guest

f Occupancy f Occupancy of Room f ‡ updating of room status f ‡ room/rate change f ‡ cashiering activities f ‡ communication with other departments f ‡ maintenance and auditing of accounts

Departure Settlement and Check-out ‡ settlement of guest accounts ‡ collection of room keys ‡ updating of room status ‡ communication with other departments ‡ creation of guest history ‡ follow-up on late charges

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