Report case study.docx - N O 1 2 3 4 5 6 7 8 9 10 CATEGORY POOR AVERAGE GOOD Introduction Background Information Hospitality Cycle Corrective Measures

Report case study.docx - N O 1 2 3 4 5 6 7 8 9 10 CATEGORY...

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N O. CATEGORY POOR AVERAGE GOOD EXCELLE NT 1 Introduction 1 2 3 4 2 Background Information 1 2 3 4 3 Hospitality Cycle 1 2 3 4 4 Corrective Measures 1 2 3 4 5 Conclusion 1 2 3 4 6 Recommendation 1 2 3 4 7 Appendices 1 2 3 4 8 Format 1 2 3 4 9 Organisation 1 2 3 4 10 Language 1 2 3 4 TOTAL /40 TABLE OF CONTENT No . Item Page No. 1. Acknowledgement x 2. 1.0 Introduction xx 2.0 Background information 3. 3.0 Hospitality cycle at the establishment 3.0.1 Arrival 3.0.2 Familiarisation 3.0.3 Engagement 3.0.4 Departure xx 4. 4.0 Social remedies/Corrective measures 4.0.1 English language usage 4.0.2 Service provided 4.0.3 Skills training 4.0.4 Employees’ knowledge xx 5. 5.0 Conclusion 5.0.1 Issue 1 5.0.2 Issue 2 5.0.3 Issue 3 5.0.4 Issue 4 xx
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6. 6.0 Recommendation 6.0.1 Recommendation 1 6.0.2 Recommendation 2 6.0.3 Recommendation 3 6.0.4 Recommendation 4 xx 7. 7.0 Appendix i. Permission letter ii. Maps/Organisation chart iii. Observation paper iv. Interview questions v. Questionnaires vi. Photos vii. Menu/Brochures/Promotions viii. CD xx ACKNOWLEDGEMENT Firstly, we would like to express our deepest appreciation to our lecturer Madam Nurazwani binti Zakaria subject of Hospitality English (SBLE3153) for the help and teaching during this semester to let me complete this field visit report on time. This field report help us to have a better understanding on hospitality four cycle which including arrival stage, familiarization stage, engagement stage and department stage. Apart from that we feel really appreciate for our partner, Mr. Mohamad Zairi for giving full cooperation throughout the session. We have put our best feet forward in completing this field visit report. Thirdly, we also want to thank you to our course mates in this hospitality English class. They really help us a lot by taking our video during this oral presentation. The tolerance and giving full cooperation spirit made us satisfy at all time. We enjoy the time and besides we learn with each other in class.
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Last but not least, we also want to thank our families who have a lot of encouragement and support during the coursework. They are the one that made us believes ourself by helping me in building confidents and trust to ourself.
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1.0Introduction Bustani Hotel is chose as the main hotel in this hospitality case study. There are few key problems and issues in the case study that we have found from the visit. First, improper usage of hospitality English. Second will be no bellboy service in the hotel. Third the appliances are not properly maintained and last but not least need improvement in restaurant’s menu and laundry service. To enhance the quality of such issues, proper hospitality english class is a must for improvement. There have 2 receptionist in the reception area and one can be the bellboy to welcome the customer and carry the luggage. The appliances should be regularly maintained to improvement the customer’s satisfaction. Enhancement and diversification of restaurant’s menu and additional laundry service is a must.
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