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I HOSPITALITY CASE STUDY REPORT UNIVERSITI UTARA MALAYSIA SBLE3153 HOSPITALITY ENGLISH SEMESTER TWO: A192 (2019/2020) HOSPITALITY ESTABLISHMENT : THE ANDAMAN, A LUXURY COLLECTION 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 : 26THJUNE 2020
TABLE OF CONTENTS ITEM PAGE NO. Acknowledgements i 1.0Introduction ii 2.0Background Information iii-iv 3.0Hospitality Cycle 3.1 Arrival 3.2 Familiarisation 3.3 Engagement 3.4 Departure v-vi 4.0Social Remedies/ Corrective Measures 4.1 English language usage 4.2 Service provided 4.3 Skills training 4.4 Employees’ knowledgevii-ix 5.0Recommendation x-xi 6.0Conclusion xii 7.0Appendices i.Maps, addressed and promotional package ii.Interview questions iii.Person Interviewed iv.Interview Session v.Photos xiii xiv xv xvi xvii-xix
I ACKNOWLEDGEMENT First of all we are grateful that we managed to finish our Hospitality English assignment within the time given. This assignment are done smoothly because of the high cooperation within the group members by showing effort, committed and hardworking to get this report done. We are also sincerely appreciate the help and guidance by our lecturer Madam Hafizani for her utmost support towards our group. Without her teaching and advice surely we would not get to finish our report in time. Apart from that we would also like to thanked the vice chancellor of University Utara Malaysia The honorable Professor Dato’ Dr. Bashawwir Bin Abdul Ghani for giving us the permission to undergo this interview with the establishment. Last but not least we would like to thanked The Andaman, a Luxury Collection Resort Langkawi especially Madam Ummi Sahila Binti Dato’ Haji Abu Bakar for their time and knowledge of letting us interviewed and portray their respectful hotel in our assignment. Then we would also wanted to thanks our friends, parents and all of the people that help us in making this assignment a reality, May Allah SWT bless all of you.
ii 1.0INTRODUCTION We are now entering a new era which are The Fourth Industrial Revolution 4.0, where The Fourth Industrial Revolution (4IR) it's predicted the way we live, function, and connect would shift. It is, therefore, possible that items we consider and how we view them in the future will shift as well. We can already see constantly shifting business practices and trends in employment at present. Hospitality sectors such as hotel industry serves one of the main reliable industry in the world. The hospitality sector is also one of the broader travel industry's most significant elements, caring for travelers who require overnight lodging. It is closely linked to the travel and tourism industry and the hospitality industry even though there are significant differences in scope.