HOSPITALITY CASE STUDY REPORTUNIVERSITI UTARA MALAYSIASBLE3153 HOSPITALITY ENGLISHSEMESTER TWO: A192 (2019/2020)HOSPITALITY ESTABLISHMENT:The Luxury Collection Andaman Resort LangkawiGROUP:CPREPARED BY:1.Nur Hidayah Binti Ayob (253692):2.Siti Noor Aqilah Binti Ahmad Kamal Idris (267904):3.Li Yu Xing (248766):4.Muhammad Shamil Khan Bin Ahmad Suffian (255511)5.Hashi Nuradin Khalif (243829)6.Emad Ahmed Ali Al-Dhamayi (252028)PREPARED FOR:Madam Hafizani Binti HamidSUBMISSION DATE:26thJune 20202
TABLE OF CONTENTSITEMPAGE NO.Acknowledgements11.0 Introduction22.0 Background Information3-43.0 Hospitality Cycle 3.1 Arrival3.2 Familiarisation3.3 Engagement3.4 Departure5-74.0 Social Remedies/ Corrective Measures4.1 English language usage4.2 Service provided4.3 Skills training4.4 Employees’ knowledge8-105.0 Recommendation116.0 Conclusion127.0 Appendices i.Permission letterii.Maps/Organisation chartiii.Interview questionsiv.Questionnairesv.Photosvi.Menu/Brochures/Promotionsvii.CDiiiiiiiv-vvivii-viiiix
ACKNOWLEDGEMENTFirst and foremost, praises and thanks to the God, the Almighty, for His showers ofblessings throughout my research work to complete the assignment successfully.We would like to express our deep and sincere gratitude to our Hospitality English’slecturer, Madam Hafizani Binti Hamdi for her guidance and encouragement in finishing thisassignment and also for teaching us this course. This course really helps us a lot inunderstanding more in hospitality.We also wish to express our sincere gratitude to G-Hotel Kelawai’s TalentDevelopment Executive,Mr Aaron Leong, for providing us an opportunity to interview himregarding G Hotel Kelawai’s management although he had a very tight schedule. We willnever forget the warm welcome that we received from him and his extraordinarycooperation during the interview. We also want to thank you to our course mates in this Hospitality English class. Theyreally help us a lot in guiding us doing this report. The tolerance and giving full cooperationspirit made us satisfy at all time. We have put our best feet forward in completing this fieldvisit report. We enjoy the time and besides we learn with each other in class. This case study help us to have a better understanding on hospitality as we observingthe hospitality provided by G Hotel Kelawai during our fieldwork including four hospitalitycycle which including arrival, familiarization, engagement and departure stage.1
1.0 INTRODUCTIONG Hotel Kelawai had been chosen as the main hotel in this hospitality case study.There is nothing much issues or problems that we found during the field visit to the hotel.We only found that there are variety of departments in G Hotel such as front office,housekeeping, food and beverages, finance and human resource. Basically, the staffs willundergo their own departmental training according to the needs and requirements of thatparticular department. However, having separate departmental training is not enough.