NO.CATEGORYPOORAVERAGEGOODEXCELLENT1Introduction12342Background Information12343Hospitality Cycle12344Corrective Measures12345Conclusion12346Recommendation12347Appendices12348Format12349Organisation123410Language1234TOTAL/40TABLE OF CONTENTNo.ItemPage No.1.Acknowledgementx2.1.0 Introductionxx2.0 Background information3.3.0 Hospitality cycle at the establishment3.0.1 Arrival3.0.2 Familiarisation3.0.3 Engagement3.0.4 Departurexx4.4.0 Social remedies/Corrective measures4.0.1 English language usage4.0.2 Service provided4.0.3 Skills training4.0.4 Employees’ knowledgexx5.5.0 Conclusion5.0.1 Issue 15.0.2 Issue 25.0.3 Issue 35.0.4 Issue 4xx
6.6.0 Recommendation6.0.1 Recommendation 16.0.2 Recommendation 26.0.3 Recommendation 36.0.4 Recommendation 4xx7.7.0 Appendixi.Permission letterii.Maps/Organisation chartiii.Observation paperiv.Interview questionsv.Questionnairesvi.Photosvii.Menu/Brochures/Promotionsviii.CDxxACKNOWLEDGEMENTFirstly, we would like to express our deepest appreciation to our lecturerMadam Nurazwani binti Zakaria subject of Hospitality English (SBLE3153) for thehelp and teaching during this semester to let me complete this field visit report ontime. This field report help us to have a better understanding on hospitality fourcycle which including arrival stage, familiarization stage, engagement stage anddepartment stage.Apart from that we feel really appreciate for our partner, Mr. Mohamad Zairifor giving full cooperation throughout the session. We have put our best feet forwardin completing this field visit report. Thirdly, we also want to thank you to our coursemates in this hospitality English class. They really help us a lot by taking our videoduring this oral presentation. The tolerance and giving full cooperation spirit madeus satisfy at all time. We enjoy the time and besides we learn with each other inclass.
Last but not least, we also want to thank our families who have a lot ofencouragement and support during the coursework. They are the one that made usbelieves ourself by helping me in building confidents and trust to ourself.
1.0IntroductionBustani Hotel is chose as the main hotel in this hospitality case study. Thereare 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 thehotel. Third the appliances are not properly maintained and last but not least needimprovement in restaurant’s menu and laundry service.To enhance the quality of such issues, proper hospitality english class is amust for improvement. There have 2 receptionist in the reception area and one canbe the bellboy to welcome the customer and carry the luggage. The appliancesshould be regularly maintained to improvement the customer’s satisfaction.Enhancement and diversification of restaurant’s menu and additional laundryservice is a must.