HOSPITALITY CASE STUDY REPORT (examples) (1).docx - HOSPITALITY CASE STUDY REPORT UNIVERSITI UTARA MALAYSIA SBLE3153 HOSPITALITY ENGLISH SEMESTER TWO

HOSPITALITY CASE STUDY REPORT (examples) (1).docx -...

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HOSPITALITY CASE STUDY REPORT UNIVERSITI UTARA MALAYSIA SBLE3153 HOSPITALITY ENGLISH SEMESTER TWO: A192 (2019/2020) HOSPITALITY ESTABLISHMENT : The Luxury Collection Andaman Resort Langkawi GROUP : C PREPARED 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 Hamid SUBMISSION DATE : 26 th June 2020 2
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TABLE OF CONTENTS ITEM PAGE NO. Acknowledgements 1 1.0 Introduction 2 2.0 Background Information 3-4 3.0 Hospitality Cycle 3.1 Arrival 3.2 Familiarisation 3.3 Engagement 3.4 Departure 5-7 4.0 Social Remedies/ Corrective Measures 4.1 English language usage 4.2 Service provided 4.3 Skills training 4.4 Employees’ knowledge 8-10 5.0 Recommendation 11 6.0 Conclusion 12 7.0 Appendices i. Permission letter ii. Maps/Organisation chart iii. Interview questions iv. Questionnaires v. Photos vi. Menu/Brochures/Promotions vii. CD i ii iii iv-v vi vii-viii ix
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ACKNOWLEDGEMENT First and foremost, praises and thanks to the God, the Almighty, for His showers of blessings throughout my research work to complete the assignment successfully. We would like to express our deep and sincere gratitude to our Hospitality English’s lecturer, Madam Hafizani Binti Hamdi for her guidance and encouragement in finishing this assignment and also for teaching us this course. This course really helps us a lot in understanding more in hospitality. We also wish to express our sincere gratitude to G-Hotel Kelawai’s Talent Development Executive, Mr Aaron Leong, for providing us an opportunity to interview him regarding G Hotel Kelawai’s management although he had a very tight schedule. We will never forget the warm welcome that we received from him and his extraordinary cooperation during the interview. We also want to thank you to our course mates in this Hospitality English class. They really help us a lot in guiding us doing this report. The tolerance and giving full cooperation spirit made us satisfy at all time. We have put our best feet forward in completing this field visit 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 observing the hospitality provided by G Hotel Kelawai during our fieldwork including four hospitality cycle which including arrival, familiarization, engagement and departure stage. 1
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1.0 INTRODUCTION G 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 will undergo their own departmental training according to the needs and requirements of that particular department. However, having separate departmental training is not enough.
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