POLITEKNIK TUANKU SYED SIRAJUDDIN

MINISTRY OF HIGHER EDUCATION

SWISS INN SUNGAI PETANI

NO 1, JALAN PAHLAWAN, 08000, SUNGAI PETANI KEDAH

Prepared by:

Name: Mohammed Akmal Bin Mohammed

Registered No: 18SHK07F2010

Department: Hospitality Department

Training Duration: 12 January 2009 – 12 June 2009

INDUSTRIAL TRAINING REPORT

PREPARED BY

MOHAMMED AKMAL BIN MOHAMMED

AT

Swiss Inn Sungai Petani

No 1, Jalan Pahlawan, 08000, Sungai Petani Kedah

Submitted to Hospitality Department In Partial Fulfillment

Of the Requirement for the Certificate Hotel Catering

Management

POLITEKNIK TUANKU SYED SIRAJUDDIN

JANUARY 2009

ACKNOWLEDGEMENT

Most of all, I want to acknowledge and thank to Allah SWT with my deepest

gratitude for the miracles He has performed in my life for the completion of this

practical report. I am able to complete this assignment which facilitated the

completion on this Industrial training report. This Industrial training report would have

not been carried successfully without the cooperation from many parties who

contributes in preparing and completing this study.

My sincere thanks and gratitude are extended to my dedicated and

understanding advisor Cik Nuradilah bt Abas, the lecturer of Politeknik Tuanku Syed

Sirajuddin, for her guidance and assistance, understanding and commitment

throughout the duration of this work. Her encouragement, understanding suggestion

and criticisms were helpful and essential in completing this Practical report.

I am also deeply indebted my supervisor Mr.Suhaidi b. Abd Ghani, Executive

Housekeeper, Mr.Ramzi b. Zakaria, HR Manager and all staffs at Swiss Inn Sungai

Petani for cooperation in providing materials and information for this practical report.

A special word of appreciation goes to all individuals and my friends who involved

directly or indirectly in giving useful information and valuable comments for me in

completing the practical report.

Not to forget, I am grateful to have very understanding family member who

always support my concern about my practical report. Here, I am honored to state

my family member and giving me courage. Thank you very much once again for all

people have been involved during the completing process in my practical report. The

cooperation are kindly appreciative.

TABLE OF CONTENT

CHAPTER CONTENTS PAGES

Title i

Acknowledgement ii

List of figures iii – vi

Table of content vii - viii

CHAPTER 1 INTRODUCTIONS

1.1 Introduction to industrial training 1 - 3

1.2 Organization background 4 – 12

1.3 Networking under Swiss Garden Hotel, resort 13 – 17

Inns.

CHAPTER 2 DAILY INDUSTRIAL TRAINING ACTIVITY

2.1 Summary of activity during industrial training 18 –

31

CHAPTER 3 HOUSEKEEPING DEPARTMENT OPERATIONS

3.1 Introduction to Housekeeping department 32 –

40

3.2 Housekeeping relationship with other department 40 –

44

3.3 Housekeeping general supplies 45 –

55

3.4 Room cleaning standard and procedures 56 –

71

3.5 Special cleaning project standard and procedures 72 –

86

CHAPTER 4 FRONT OFFICE OPERATIONS

4.1 Introduction to Front Office department 87 - 88

4.2 Front Office organization chart 89 – 95

4.3 Inter relationship between Front Offices and 96 – 97

Housekeeping Department

4.4 Standard and procedures Front Office operation 98 – 109

CHAPTER 5 FOOD AND BAVERAGE SERVICES OPERATIONS

5.1 Introduction to Food and Beverage services 110 - 111

production

5.2 F&B organization chart 112 – 115

5.3 Restaurant operating equipment 116 – 138

5.4 Handling serving dishes and utensils 139 – 142

5.5 The Banquet services 143 – 149

CHAPTER 6 HOTEL MARKETING PRODUCT

6.1 Introduction to sales and marketing 150 – 151

6.2 Sales Operations 151 – 155

CHAPTER 7 CONCLUSION 156 -157

CHAPTER 8 COMMENT AND RECOMMENDATION 158 – 159

REFERENCES 160

ENCLOSURE 161 - 164

- Pictures

- Hotel Promotion

- Document

CHAPTER 1 INTRODUCTIONS

1.1 INTRODUCTION TO INDUSTRIAL TRAINING

1.1.1 INTRODUCTION

For every student in Malaysian Politeknik Ministry of Higher Educations. That must

be done to contend with an industrial training within one semester before to

conferring of Certificate or Diploma. Within in five month proceeding in practical to

under organization government and private, the student will be expose to the service

line environment and real working life situations is more different compare than a

student life in Politeknik. For the each student is compulsory past an industrial

training module before to registering to the next semester. An industrial training will

be able to a student learned of patience, confidence and will accept all valuable

comment for self improvement or development in future.

1.1.2 Industrial Training Objectives

1. Expose of student for real working life condition.

2. Student will be able to form of spirit of teamwork and good relationships.

3. To increase of knowledge and skills during a work.

4. Student will be able for give a comments or opinions with a brave and

confidently.

5. To increase of self confident

6. Stipulated to conferring a certificate or diploma.

7. Increase spirit of trust and full responsibilities as an employees.

1.1.3 Objective of Industrial Log Book.

1. The establishment or organization will able to make evaluation about the

performance.

2. To help of lecture evaluate the level performance, self discipline, independence

during a practical.

3. As a guidelines for resolving of problem during proceeding practical and well

being practice while a working.

4. As a references for student during practical.

1.1.4 Importance of Industrial Training

1. Will be able to work as a teamwork and builds the good relationships.

2. To teach a particular person skill of type of behavior through practice and

instruction in a real working condition and equipment.

3. Expose trainee to the various aspect of industrial practices and ethics.

4. Provide trainee with a job experience and how to handle hotel daily task and

equipment efficiently.

5. To prepare them to enter working life since the job market nowadays demanded

competent and skillful employees.

6. Developing a sense of responsibility towards society.

7. Developing personality & communication skills for future.

8. Enabling to execute more informed judgement and accepting responsibility for it.

9. Understanding the formal and informal relationships in an industrial organization

so as to promote favorable human relations and teamwork.

10. Understanding real life situations in industrial organizations and their related

environments and accelerating the learning process of how knowledge

could be used in a realistic way.

11. Learning accepted service line practice in industry.

1.2 ORGANIZATION BACKGROUND

1.2.1 Introduction to Organization

Swiss-Inn Sungai Petani (SISP) is the three star hotels that located at north

Sungai Petani in state of Kedah. This hotel was owned by Swiss Garden

International Hotels, Resorts, and Inns. Swiss Garden International Hotels, Resorts,

and Inns have 7 network hotels all over Malaysia.

Now, SISP is on the way for maintaining and retaining their present and existing

customers so that they can build stronger and meaningful relationship. The sole

purpose of a business Peter Drucker once famously claimed was “to create a

customer”.

However, keeping the customer has become regarded as equally, if not more

important since Dawkins and Reinchheld (1990) reported that 5 per cent increase in

customer retention generated an increase in customer net value of between 25 per

cent and 95 per cent across a wide range of business environment.

1.2.2 Company Background Establishment

Picture 1.2.1 Swiss Inn Sungai Petani Logo

Swiss Inn Addressed

Swiss-Inn Sungai Petani, Kedah Darul Aman

No 1, Jalan Pahlawan, 08000 Sungai Petani, Kedah Darul Aman, Malaysia.

Tel: (604)-422 3333

Fax: (604)-423 3423 / 4224473

Website: www.swissgarden.com

E-mail: sales_sisp@swissgarden.c

Picture 1.2.2 Swiss Inn Hotel Sungai petani

History of Establishment

Swiss-Inn Sungai Petani (SISP) is three star hotels that located at north

Sungai Petani in state of Kedah. This hotel was owned by Swiss Garden

International Hotels, Resorts, and Inns. Swiss Garden International Hotels, Resorts,

and Inns have 7 network hotels all over Malaysia. They are also one of the biggest

hotel owners in South East Asia.

SISP managed by Swiss Garden International Hotels, Resorts, and Inns as a

subsidiary. SISP began their operation on 18th May 1996. After 5 years operation,

SISP was awarded as a three star hotel and become a member to PJ Development

Holdings Group.

But before SISP appeared, in 1994 this hotel was known as Pahlawan Wangi

because this hotel located near Jalan Pahlawan. After that this hotel can’t continue

because of serious losing. Then this hotel changed their named to JW Palace and

under new management the strategies were changing. Although the management

strategies were changing, JW Palace also has an experience such as Pahlawan

Wangi condition. It is happen because during that time there were lack of business

opportunities and not very famous especially in Kedah.

Until Swiss garden management was take over from JW Palace on year 1996,

this hotel business become more success because of that time Sungai Petani was

introduced as industrial area in Kedah. In addition, this hotel was provided 101

rooms with elegant decoration and become famous among people. Swiss-Inn Sungai

Petani was rated 3 star rating and 5 star rating interms of hotel’s products and

facilities by the Malaysian Tourism Board.

Location Map

Picture 1.2.3 Location map to SISP

Swiss-Inn Sungai Petani located at very strategic and prominent area in Sungai

Petani. The hotel situated adjacent to new commercial hub which is nearby to high

end Lagenda Heights properties, Banks, Business Centre and Hypermarkets.

Facilities offered:-

1. Olympic size swimming pool

2. International standard Squash court

3. Tennis court

4. Unisex deluxe sauna room

5. Ping pong

6. Gym with fitness equipments

7. Trained instructor

Product and Service Rendered

Picture 1.2.4 Types of room provided

Hotel Outlet

Garden Terrace Restaurant

Pool Pavillion

Lobby Lounge With Wifi

Ball room & 12 Seminar Rooms

Workshop Private Event Room

Picture 1.2.4 The Garden Terrace Restaurant

1.2.3 Swiss Inn Sungai Petani Organization Chart

Table 1.2.5 Organization Chart

Swiss Inn Sungai Petani have a total of 10 individuals department led by highly

competent Executives and Managers which comprises of Administration, Human

Resources, Finance, Sales and Marketing, Safety & Health, Housekeeping,

Maintenance & Engineering, Food & Beverage, Kitchen and Front Office

Departments. 3 departments which under the EXCO committees are Human

Resources, Finance and Sales.

1.2 4 Board Director

Swiss Garden International, Hotels, Resorts & Inns ( Exco Committees, Vice

President & Hotel General Manager)

GeneralManagerGeneralManager

KitchenDepartmentKitchen

Department

MaintenanceDepartment

MaintenanceDepartment

HumanResourcesHuman

Resources

MarketingDepartmentMarketing

Department

F&BDepartment

F&BDepartment

HousekeepingDepartment

HousekeepingDepartment

FrontOffice

Department

FrontOffice

Department

AccountingDepartmentAccountingDepartment

Mr Andrew Wong

Managing Director

Mr Raymond Yeoh Miss Melinda Ngew

Vice President Operations Vice President Business

Development

Winnie Teo

Financial Manager

Jerina Foong-Chin Radzman Tajuddin Louis Sebastian Rayan Komat

General Manager General Manager General Manager General Manager

SGIKL SGGRSDL SISP SGRSK

1.2.5 Company Vision and Mission Statement

Swiss Inn Vision Statement

To be a first choice hotel in Sungai Petani by providing excellent Hospitality product

and services to meet owner/shareholders bottom life expectation.

Swiss Inn Mission Statement

To be market leader in the Hospitality industry by providing quality product and

excellent services to all valued guest.

Swiss Garden International Hotel, Resort, Inns Mission Statement

To develop Swiss-Garden International Hotels, Resort & Inns as an established and

credible Malaysian based international Hotels, Resorts & Inns Management and

Consultancy Company that is equally focused on achieving the best in Customer

perception as well as obtaining the most favorable financial results.

1.2.6 Use of Technology

Type of office software is used by the organization is Office Software 2000

The Housekeeping Department used software called ProComm Plus

Office equipment available in the organization are facsimile machine,

Photostat machine, computer and walkie talkie.

The purpose of the office equipment such as facsimile machine is to sent

document to another organization if there is any quotation needed. Apart

from that facsimile machine also is to sent any information needed. While

Photostat machine is to photocopy any document such as report or form.

Computer is for networking. All the computer in the organization is link to

one and another so that the organization can sent and receive e – mail

from the headquarter. While walkie talkie is one of the main equipment use

within the organization because if there is any request from any department

or guests, the walkie talkie is needed so that the staff don’t have to rush

from one place to another.

Record Management

Record management system in Swiss Inn department/organization is based

on computer and manual log book.

1.3 NETWORKING UNDER SWISS GARDEN INTERNATIONAL

HOTELS, RESORTS, INNS

The Swiss Garden International Hotels, Resorts, Inns have a 7 company is to:-

1.3.1 Swiss Garden Hotel Kuala Lumpur

Picture 1.3.1 Swiss Garden Hotel Kuala Lumpur

The 310-room Swiss-Garden Hotel Kuala Lumpur is located in the heart of

bustling Kuala Lumpur and provides an ideal ambience for each guest, be it the

contemporary businessman or the leisure traveler. Situated between the well-known

shopping havens in the city, Bintang Walk and the colourful Chinatown, this hotel is

perfect for your business, holiday and shopping requirements. The newly-refurbished

rooms welcome to a refined stay in rooms that are tastefully designed in various

shades of earth tones.

1.3.2 Swiss Garden Golf Resorts & Spa Damai Laut

Picture 1.3.2 Swiss Garden Golf Resort & Spa Damai Laut

Swiss-Garden Golf Resort & Spa Damai Laut promises privacy, comfort and

luxury. The resort, built on a quiet peninsular on the Northern Straits of Malacca

offers you accommodation in 300 superbly furnished rooms. Wake up to the sight of

a luxurious sunrise or take a leisurely stroll along our private beach as the glorious

sunset paints the sky. Alternatively, guests may head down to the beach for the

many water sports activities available or experience the healing power of ancient

Balinese heritage at the resort’s Samsara Spa.

1.3.3 Swiss Garden Resort & Spa Kuantan

Picture 1.3.3 Swiss Garden Resort and Spa Kuantan

Located on the pristine white sandy beaches of Balok Beach, in the east coast

town of Kuantan, Swiss-Garden Resort & Spa Kuantan promises yoluxurious

accommodation in its 304 comfortably furnished rooms in natural surroundings.

1.3.4 Swiss Inn Kuala Lumpur

Picture 1.3.4 Swiss Inn Kuala Lumpur

Swiss-Inn Kuala Lumpur is ideally located in the heart of Chinatown, Kuala

Lumpur. Bursting with sights and sounds that will take back to Kuala Lumpur of old,

this inn is the perfect accommodation for guests who wish to experience the

exhilarating night bazaars in Kuala Lumpur. Step back into time and wonder at

modern and traditional architecture.

1.3.5 Swiss Inn Sungai Petani

Picture 1.3.5 Swiss Inn Sungai Petani

Swiss-Inn Sungai Petani is set in the charming and quaint northern town of

Sungai Petani. This inn offers recreational and leisure facilities such as an Olympic

size outdoor swimming pool, squash and tennis courts and also a golf course

nearby. Guests are assured of a comfortable and modern day amenities in all of the

inn’s 101 rooms.

1.3.6 Swiss Inn Waterfront Sandakan Sabah

Picture 1.3.6 Swiss Inn Waterfront Sandakan Sabah

Swiss-Inn Waterfront Sandakan is strategically located at the Sandakan Harbour

Square, a premier waterfront landmark set to be the entertainment, leisure and

commercial hub. The vibrant Waterfront offers an eclectic mix of sidewalk walk cafes

and quaint shops while nearby attractions includes a central market where local

produce, fresh seafood and souvenirs are abundant. The town’s historical and

architectural sights are within walking distance while eco-tourism attractions beckon

the adventurous travelers.

1.3.7 Damai Laut Golf & Country Club

1.3.7 Damai Laut Golf & Country Club

Damai Laut Golf & Country Club is a magnificent 18-hole par-72 championship

golf course. Designed by the world-renowned course designer, American Ronald

Fream, avid golfers will find this course to be one of the most exciting and

challenging in the region.

1.3.8 Garden Lodge Sydney, Australia

1.3.8 Garden Lodge Sydney, Australia

Garden-Lodge Sydney is conveniently located just 7 km away from Sydney

Central Business District, the city’s main commercial centre. The CBD is a lively

entertainment and shopping haven offering an eclectic mix of attractions from stylish

boutiques, historic arcades, quaint little shops, restaurants, cafes, theatres to pubs

and clubs.

Offering spacious and comfortable accommodation in its 32 rooms, Garden-

Lodge is an ideal location for both Corporate and Leisure travellers. Public transport

is just a doorstep away with the Summer Hill Train Station located within walking

distance thus enabling guests to access many interesting tourists’ attractions in

Sydney.

The Lodge offers a warm, friendly old fashioned welcome whilst still providing all

the facilities and services you come to expect. A range of services can be organized

from leisure tours of the city to office support requirements for the business

travellers.

CHAPTER 2

DAILY INDUSTRIAL TRAINING ACTIVITY

2.1 INTRODUCTION

There a first thing need to contend of student is performed the industrial

training as to fulfillment of requirement for the certificate and diploma. So for the first

day an industrial training the student should a present to organization and acquaint

himself to all staff in the organization. At the same time, the students wisely used the

time for get a lot of knowledge and experience from their staff. For the every task

should be accomplish with achieve a customer satisfaction. The first thing must be to

learn for during this practical session are patience and acceptable all comment.

Within in five month practical at the Swiss Inn, there have a lot daily task and activity

to be my performed. This is an activity during in five month practical.

Week: 1 (12 January 2009 – 17 January 2009)

1. For first day in my practical, we went to go to Swiss inn according the

conformation letter from UPLI and follow an instruction written. At the 8.30 a.m

we arrived to organization and wait in a few minutes for seeing to Human

Resources manager. At the same time, he has a meeting.

2. We went to see and introducing self to Mr Ramzi as a Human Resources at the

Swiss Inn. At the same time, we have listening a briefing regarding to hotel

rules, policies and procedures as an employees. After that, he has told us

how to punch a card with our attendance.

3. I was to start for training under Food and Beverage department (Garden

Terrace Restaurant). Suresh as Assistant F&B Executive has to introduce me

to the their F&B staff.

4. Walk around at the function room area for learn how to daily operations in

banquet. Suresh has to told me regarding of restaurant, banquet and task

should be to performed for me as a training. For the first job is sweep and

mopping restaurant floor after end of time for breakfast.

5. Attend for early morning for handling a guest breakfast, pick up the plate,

clearing soiled table and resetting the table until guest leave the restaurant.

6. Mopping floor after end of time for breakfast and set up the table for course by

course menu (table d’hote).

7. Handling a red wine for guest from Synergy Tours Sdn Bhd.

Week: 2 (18 January 2009 – 23 January 2009)

1. Attend to the garden terrace restaurant for morning shift. Greeting the guest

while arrived on the restaurant.

2. Clearing the plates, glasses, and soiled dishes on the table.

3. Resetting the ala carte table for the next guest.

3. Setting a buffet table for Suruhanjaya Koperasi Malaysia group 60 pax.

4. Setting a buffet line for place of meal.

5. Cleaning the bar and removed all expired food. After that, resetting and

replenish the new stock.

6. Making fresh orange and watermelon juices for a guest.

7. Wipe cutleries including table spoon, fork and knife.

8. Set a Chinese table for function during a Chinese New Year.

9. Making a centerpiece and Chinese New Year themes decoration for functions.

10. Check to the every floor for find a soiled plates from the room service.

11. Listening the briefing from F&B Manager about to “Lack of Business in Garden

Terrace Restaurant”.

Week: 3 (24 January 2009 – 30 January 2009)

1. Move to Housekeeping Department for second department, First task is listening a

daily morning briefing regarding to accommodation and lack of business.

2 Record the number of new linen and old linen for submit to accounting department.

3. Making the room with a staff at the 3 floor room. Followed the all instruction from

their staff. For the Chinese new year the occupancy is more busy than before. For

the every day, I need to help to room Attendant for making a room during a Chinese

New Year week or high period of time.

4. Sending the iron board to guest room and fulfilled the guest request.

5. Making the room with a staff a 4 floor and replenish the amenities on the trolley.

Week: 4 (31 January 2009 – 6 February 2009)

1. Listen the morning briefing from Executive Housekeeper regard to grooming and

etiquettes while front the guest.

2. Making a room at the second floor with room Attendant.

3. Received the linen from the laundry service and bring it back to a pantry for re-

arrangement.

4. Collect the linen for rewashing.

5. Send the iron board to a guest room.

6. Rearrange the room furniture for pest control process at the 4 floor room.

Week: 5 (7 February 2009 – 13 February 2009)

1. Make up the room with the staff.

2. Move the room furniture at third floor for pest control.

3. Collect the linen for rewashing to laundry service.

4. Vacuuming the carpet corridor for all level.

5. Double check room before to submit the status report to a front office.

6. Cleaned up the pantry.

7. Sending the extra bed.

Week: 6 (14 February 2009 – 20 February 2009)

1. To cleaned and make up the room with a staff.

2. Vacuuming the corridor floor and collect the iron board at the corridor and bring it

to a pantry.

3. Arranged the linen to a pantry.

4. Listen a morning briefing regard to the “room requirement”

5. Polishing the mirror to a floor corridor.

6. Send the 18 the extra bed to a first floor room for group booking from vacation

club.

Week: 7 (21 February 2009 – 27 February 2009)

1. Cleaned up the room with a staff, this week is high occupied.

2. Received the linen from laundry service and bring it to a pantry for

rearrangement.

3. Vacuuming the floor corridor and function room

4. Compute and find a total of number housekeeping Inventories for this month.

5. Polishing the outside mirror.

6. Vacuuming a staircase for the each area.

Week: 8 (28 February 2009 – 6 March 2009)

1. Attend and listening a morning briefing regarding to “Entering the guest room

procedure”.

2. Performed the special cleaning project in this week due to low occupancy.

3. Cleaning the air-cond grill and exhaust fan in the guest room.

4. Touch up and vacuuming a suites room.

5. Listen a morning briefing “how to place amenities in correct way”.

6. Rearranged the guest room furniture from 427 to 426 room.

Week: 9 (7 March 2009 – 13 March 2009)

1. Listen a morning briefing regarding to “Controlling used the Inventories”.

2. Make up the room at the 4 floor with a staff.

3. Making a special cleaning project is to spotting and removed a stain to carpet

corridor which used a carpet cleaner and coconut powder. Continue this special

project within in 5 days.

4. Spotting carpet at the entrance door.

5. Mopping and wet the floor using wet and dry vacuum.

Week: 10 (14 March 2009 – 20 March 2009)

1. Vacuuming the function room with a staff.

2. Remove a flower pot to a gardening area.

3. Making a room with a staff at the first floor.

4. Collect linen for rewashing.

5. Making and prepared the extra bed for large group will become to check in.

6. Listen for briefing regarding to “Budgeting for high occupancy”.

Week: 11 (21 March 2009 – 28 March 2009)

1. Move to Kitchen department for third department. Attend the early morning shift.

2. Prepared for breakfast, for the first day I have to learn how to making a variety of

eggs include a omelet, Sunny side up, well done and Over easy. Making a fried

eggs for every morning.

3. Standby at the egg counter until end of time for breakfast and fulfilling the guest

request.

4. After the end of time for breakfast, pick all soiled food insert to a kitchen for

rewashing and wrapping a food for use in tomorrow.

5. To Send a food to a canteen for a staff.

6. Making a mise-en-plus (food preparation) for breakfast and ala carte order.

7. I have to learn a techniques how to deboning chicken from the staff and debone a

chicken according which to learned.

8. Cutting a vegetables consist of a tomato, Carrot and green pepper.

9. Boiling the potatoes for making a Half brown potato

10. Learned from the staff how to making the bread pudding and banana pancakes

for breakfast.

11. Cut a watermelon and variety of fruit to VIP.

Week: 12 (29 March 2009 – 3 April 2009)

1. After for one week training in kitchen department, I am returned to housekeeping

because I need to supporting to Housekeeping department due to insufficient of their

staff.

2. Make up the room with a staff. During in small election until 7 April 2009 the room

is 100% is occupied under UMNO, PDRM, RTM group.

3. After cleaned the room replenish all amenities on the trolley.

4. Compute and find the total of number housekeeping inventories for this month.

Week: 13 (4 April 2009 – 10 April 2009)

1. Listen a morning briefing regarding to “Important Guest”

2. Make up the room with a staff for each of room status is Occupied Dirty (OD).

3. Touch up the suites room for VVIP group.

4. Touch up a floor staircase.

5. Placed a minibar item to room 401.

Week 14 (11 April 2009 – 24 April 2009)

1. Make up the room at the third floor.

2. Vacuuming floor corridor.

3. Double check and touch up the room including a suites.

4. Remove Jacuzzi sticker using an All Purposes Cleaner (APC).

5. Vacuuming staircase for every floor.

6. Cleaning a standing astray.

7. Backup a runner and fulfilled the guest request.

Week: 15 (25 April 2009 – 1 Mei 2009)

1. Listen a morning briefing regard to the “Consistent Product”

2. Performed the special cleaning project within in 3 days.

3. Cleaning a wall stain in the guest room and floor corridor.

4. Accumulate a new linen and find a total of number of linen include bath towel, bath

mat, face towel and hand towel.

5. Marking a new linen which following current date and year.

Week: 16 (2 Mei 2009 – 8 Mei 2009)

1. Cleaning sliding door and bottom track using a Vision and All Purposes Cleaner

(APC).

2. Cleaning a vanity top for every room. This task to take time within a 3 days.

3. Prepared the extra bed for large group from Segi Collage.

4. Spotting and removed a stain on the carpet floor using an all purposes cleaner

and dry coconut powder.

5. Touch up a suites room for the each floor.

Week: 17 (9 Mei 2009 – 15 Mei 2009)

1. Listening to morning briefing regarding to “Maintainence Defect”.

2. Polishing stainless steel item for every room, using a lotion and discard towel. This

special project has to take a time in 5 days.

3. Collect and find a total a number discard linen for submit to accounting

department.

4. Make the room at the first floor for replace a staff.

5. Polishing a mirror corridor for removing a finger mark.

Week: 18 (16 Mei 2009 – 22 Mei 2009)

1. Listening to morning briefing regarding to “Room Condition”

2. Make up the room with a staff.

3. Cleaning a sliding door and balcony at the suites room with using a wet and dry

vacuum.

4. Removed and replaced a new of service directory in guest room.

5. Put a new hotel brochures in the guest room for promote a new outlet and product.

Week: 19 (23 Mei 2009 – 29 Mei 2009)

1. Make the room at the second floor with a staff.

2. Making and prepared the extra bed for large group.

3. Collect and record the number of housekeeping inventories in this month

(Mei 2009)

4. Cleaning a bathtub stopper for every of room.

5. Removed and replaced the new auto boiler for every room.

6. Double check a room especially suites.

Week: 20 (30 Mei 2009 – 5 June 2009)

1. Move to front office department, and following the staff instruction. For the first day

I need to learn how to answer phone call including an internal and external call. The

staff has to explained to me, how to handling a front office equipment is composed

of from computer, telephone, walkie-talkie and facsimile machine.

2. Standby at the front office counter and fulfilling the guest preferences. At the same

time, I need to learned how to handling a guest complaint when the guest un-

satisfaction regard to the hotel product and service.

3. Check the room status terminology and get a vacant room (VC) from

housekeeping department.

4. Answer a phone call from a guest and informed to the housekeeping department

regarding to guest request.

5. Prepare the occupancy report for housekeeping and F&B.

Week: 21 (6 June 2009 – 12 June 2009)

1. Greeting the guest while arrived on the hotel. During a school holiday the room is

high occupancy. This week is final of my practical.

2. For the early morning prepared the occupancy report to a Housekeeping and F&B

department.

3. With a using walkie-talkie send an instruction to a Housekeeping department

about the guest request.

4. Standby at the Fidelio workstation and ready for answer phone call.

5. Handling a group reservation.

6. Handling the guest request and proceeds an instruction to the Housekeeping

department.

7. For the last day of my practical give the appraisal form to a supervisor for sign it.

CHAPTER 4 FRONT OFFICE OPERATION

4.1 INTRODUCTION TO FRONT OFFICE DEPARTMENT

The Front Office is a hotel is the department responsible for the sale of hotel

room through systematic method of reservation, followed by registration and

assigning room to customer. The term ‘sale’ of room may appear misleading to those

unfamiliar with the industry ‘sale’ hole means the use of hotel room at a price. A

room is termed ‘sold’ for the day when a guest leases the room for stay in the hotel.

The “room tariff” rate charge per room is computed for a revenue day which

begin at noon of a particular day and ends at 12.00 hrs. The next day, in other words

room charged are levied for a revenue day which is between noon and noon. The

room may be sold half a day as well for which special rates applicable.

The Front Office in a hotel holds prime importance in view of the basic nature of

business in a hotel to sell room. Revenue collect from the sell of room contributes to

more than 50 percent of total hotel sales. The profit percentage from sale of room is

very high. It has complementary role of image building, which the first and last point

of contact of every guest.

The Front Office function of a Hotel is to act as the public face of the hotel,

primarily by greeting hotel patrons and checking in guests. It also provides

assistance to guests during their stay, completes their accommodation, food and

beverage, accounts and receives payment from guests. This department is typically

composed of Reception, Reservation, Concierge, PBX (phone service system) and

Telephone.

It one looks at each component of a Front Office role. One could have a better

perception of this department. Which the title Front Office generic term to include a

number of activities. Thus a role the Front Office is thus to reserve, register, assign

room to guest and as a continues source of information to guest during at stay at the

hotel. Front Office is the "nerve center" in the entire hotel operations. All the

transaction passes through within this department.

4.2 FRONT OFFICE ORGANIZATION CHART

Diagram 4.1 To show the Front Office organization chart.

4.2.1 JOB DESCRIPTIONS

Front Office Manager

To manage front of the house operations of the hotel ensuring that the highest

standard of service and the best possible guest experience is maintained. Be

responsible of establishing and maintaining professional relationship with hotel

guests and patrons.

Relationships

Front Office

Manager

Front Office

SupervisorBellman

Reception

Clerk

AssistantFront Office

Manager

-Sales and Marketing Personnel

-Executive Housekeeper

-All Division/Department heads

-Hotel guests

Work performed

1. Manage operation of the Front desk including Cashier. Ensure that policies

procedures are complied with the highest standard of service and guest satisfaction.

2. Review room availability status, room blockage and special requests on a daily

basis through working closely with Reservations Manager and liase on all groups

and FIT movements.

3. Monitor open and close on day status to maximize room revenue and

demonstrate the concept of yield management.

4. Ensure that budget and cost effectiveness at the Front Desk are achieved.

5. Work with Housekeeping and Engineering on daily operations regards to

guestroom.

6. Handle guest complaints and review compliments.

7. Review Front Desk Logbook daily to monitor all activities and review all VIP room

blocking.

8. Supervise and train all Front Desk staff to ensure that the best guest experience

is provided.

11. Participate morning briefing, or organize afternoon hand-over briefing daily and

disseminate information to Reception team as soon as possible.

12. Approve duty roster prepared by Chief Receptionist and revise if necessary.

13. Chair monthly Reception meeting to review performance & discuss existing

problems for improvement.

14. Always conduct your job with concern for the environment and its resources.

Where practical and possible, REDUCE use of items, RE-USE whenever possible,

and RECYCLE those items that can be. Perform all duties, other than the above as

requested by the hotel policies and/or his/her direct supervisor.

15. Approve duty roster prepared by Chief Receptionist and revise if necessary.

16. Familiarize with Front Office policies and procedures and special rate &

programs.

17. Greet guests as time permits at lobby and assists Receptionist during busy

period.

18. Guide the staff to maintain the standard to make sure the cleanliness and

tidiness of premises. Make sure to prepare supper environment for club guests at

any time.

19. Ensure staff when performing their duties is in accordance with the Hotel's

Guiding Principles.

Assistant Front Office Manager

Be responsible for the whole operational aspects on the Executive Floor and have to

ensure the best services are rendered to all distinguished guests who are staying

with the Executive floors in terms of accommodation and F&B service. Provide

supervision, direction and leadership in the floors in accordance with the objectives,

performance and standards established by the Hotels.

Relationships

-Front Office Manager

-F&B Personnel

-Housekeeping Personnel

-Accounting Personnel

-Hotel Guests

Work performed

1. Check reservations for on day arrival to make sure room assignment is up to

guest’s preference or needs and make sure all instructions of the booking are clear.

2. Check guests’ folio after guest’s check-in to make sure billing instructions are

following instructions given and guest’s address is keyed in accurately in accordance

to the hotel standard.

3. Make sure to check guest bills prior to guests’ departure and make sure no errors

in the bill.

4. Entertain Hotel guests occasionally in order to create a more personal service

and contact as well as to make them familiarize with the various outlets available in

the Hotel.

5. Prepare monthly occupancy forecast report to Management and participate

meeting for replace the Front Office Manager.

Front Office Supervisor

Provide general secretarial services to house guests and patrons, handle guest’s

inquiries relating to their business and ensure the services rendered by Business

Center is up to guests satisfaction.

Relationships

-Front Office manager

-Assistant Front Office manager

-All section to other department

-Hotel Guests

Work Performed

1. Responsible for updating all valid business information, knowledge to operate

computer, typewriter, photocopier and telecommunication machines.

2. Supervise the reception Clerks to provide secretarial service as well as room

reservation and reconfirmation.

3. Ensure Front Office Manager being well informed on every aspect concerning

daily operation; perform any assignments as delegated by him or his assistant.

4. Be fully aware of the daily and monthly revenue related to the Business Center

and prepare report accordingly.

5. Staffing and training program development. Ensure the personal grooming,

attitude and hygiene of the business center clerk up to hotel standard. Prepare staff

duty roster to ensure adequate coverage of the occupancy of hotel. Conduct and

devise training program for all employees to uplift their morale and improve their

professional skill.

6. Maintain the cleanness of the working area and involved in energy conservation.

Bellman

Primarily tasked in providing the hotel guests / patrons the efficient Bell service, to

ensure the luggage being delivered collected, stored accurately and promptly all the

time. Meanwhile, should be more pro-active in practicing the salesmanship to

promote the hotel products at any guest contact, for example, when rooming the

guest.

Relationships

-All Front Office Personnel

-Hotel Guests

-All other division/ Department Personnel

Work Performed

1. Conducting the Bell service activities such as luggage service upon guest's arrival

and departure, luggage storage, message service fax delivery, parcel and mail hand-

over, information service and other related tasks.

2. Opening the door of the car for the guest in a professional manner at the main

entrance of the hotel and assisting to unload the luggage if any.

3. Rooming the guest in a professional way, which includes addressing the guest by

name, holding the lift for guest and extending hotel introduction to guest.

4. Being responsible for the cleanliness of the counter and the surrounding

environment.

5. Distributing the newspaper to long staying guest and departments concerned.

6. Maintain professional image while on duty with well grooming hygiene and

prescribed uniform.

Reception Clerk

Provide general secretarial services as well as handling special request, greeting the

guest, providing information for guest, assigning rooms and dispensing guests room

key.

Relationships

-Front Office supervisor

-All front office personnel

-Hotel Guests

Work Performed

1. Provide high level of secretarial service, e.g. typing & word processing service for

guests.

2. Greeting the guest while the guest arrived on the hotel.

3. Provide information on the import and export business and trading to guests as

requested.

4. Handling internal and external phone calls.

5. Handling a guest complaint and request.

6. Adopt a friendly, helpful and pleasant attitude to all guests.

7. Ensure appearance, hygiene, courtesy and telephone manners are in good order.

8. Maintain close working co-operation with other departments as well as all

sections in Front Office.

4.3 INTER-RELATIONSHIP BETWEEN FRONT OFFICE AND

HOUSEKEEPING DEPARTMENT.

The main two important co-operations where collaboration is vital between the

Housekeeping and Front Office Department are listed below:

1.Have always clean rooms for expected arrivals and stay over.

2.Satisfy special guest needs as far as amenities and facilities requested in their

rooms are concerned.

3.Housekeeping should be ensure the status a room was ready before to sales.

4.Housekeeping give an information about the room to a Front Office Department.

5. Front office give an instructions to Housekeeping Department about of vacant dirty

(VD) room status while the guest has been to checkup and Housekeeping instant

need to cleaned up.

6. Front Office has prepared the occupancy list to Housekeeping for the early

morning.

4.3.1 Room Status Terminology

Room will be assigned, when:

1. Properly cleaned by Housekeeping.

2. Verified as clean by second member of Housekeeping

3. Room status has been report to Front Office.

Occupied Room registered to a current guest

Stay Over Guest will stay in room at least one more night

Vacant Dirty Room vacant but not yet cleaned

Out of Order Room is not rentable, thus not assignable

Check-Out Guest has departed

Due-Out Guest has indicated that is last day he/she will use room

Lock-Out Guest’s items still in room, but guest will be denied

access until management approval of re-entry

Late Check- up Guest has requested and has been allowed an extension of

regular check out time

Do not Disturbed Room is occupied but not yet cleaned, due to guest request

DND not to be disturbed

Sleep out Room reported as occupied, but room was not used and

SO Guest may have left

Vacant Clean Room vacant, has been cleaned and can be assigned

VC to guest

Table 4.1 To indicated and explain the room status Terminology in most of the

hotel.

4.4 STANDARD AND PROCEDURES FRONT OFFICE OPERATION

4.4.1 Check up Group

Department: Front Office

Equipment Require: Bill Folio and Group Correspondent

Task: Check up group procedures

Procedures

Step 1: Greeting guest and Group leader.

Initiate to greet guest and tour leader with smile, say:" good morning, Sir/ Madam,

may I help you? Keep body straight up serve guest at first time and every and eye

contact.

Step 2: Inquire group name & No or the group member's room.

Politely inquire group name or room no: by saying “may I have your room no. or

group name sir/madam?” Withdraw group order from "expect check out group" for

guest double check.

Step 3: Collect room key. Use walkie-talkie if there is any mini bar consumption in

the room. Politely collect room from group leader for replacing use. Politely invite

group leader to inquiry guest it used minibar item: By saying Mr/Miss xx, would you

please ask the guest if they used is minibar?” If the guest used minibar write what

guest has used on minibar list and post on the charge in the computer.

Step 4: Print out master bill folio and guest incidental bill folio.

Say “Mr/Miss xx, here is your group guest bill folio.” Print out group master folio for

group leader review.

Step 5: Invite group leader for sign on master bill folio.

If group leader has no despite on master bill folio and payment for master bill folio

and sending to company, kindly invite group leader to sign on master bill folio.

Saying “Mr/Ms xx, if your agree to this bill folio, would you please sign here.’’

pay attention to tour leader's room charge's settlement. If it is not by company

should collect the deposit for room charge.

Step 6: Collect payment for incidental charged

Under tour leader's assistance, collect all charge payment from guest.

Step 7: Post payment into computer.

Post payment in group member's folio immediately.

Step 8: Bid farewell with guest

Friendly bid farewell with guest, say:"Thank you for staying in Swiss inn hotel We

wish you to come back again and have a pleasant trip."

Step 9: Post city ledger into computer and check out group in computer

If it is sending bill for group, post city ledger into computer to make master bill folio to

zero and check out group in computer.

Step 10: Filing

File group correspondence, master from company folio group voucher if it is tour

group and all necessary checks together.

4.4.2 Handling of Guest Complain

Department: Front Office

Equipment Require: Fidelio Workstation

Task: Handling of guest complaint

Procedures

Step 1: Guest reach to the front desk counter and give the complain comment.

Stay calm and listening with understanding this problem.

Step 2: Thank the guest.

Accept the complaint positively and smile. Saying “Thank you very much Mr/Ms xx,

we are glad that you enjoyed your stay with us.”

Step 3: Offer Guest the guest comment card.

If the guest request for comment.

Step 4: Offer additional service

If the guest does not ask for comment card, do not ask the guest to write this card.

“Mr/Ms if you did plan for visit any, can I have pleasure to make a room reservation

for you?”

Step 5: Collect the guest comment card.

Collect the card and give it to general manager.

4.4.3 Preparation For Guest Arrival

Department: Front Office

Equipment Required: Fidelio workstation

Task: Preparation for guest arrival procedures

Procedures

Step 1: Prepare welcome folder.

Print guests name, arrival date, departure date and room number on the welcome

folder clearly and neatly. Ensure that all insert are in order.

Step 2: Prepare key

Make the key, insert it into the welcome folder.

Step 3: Prepare welcome drink coupon.

Coupon is print out from the Fidelio. Insert it to the welcome folder.

Step 4: Attach copy of a correspondence which pertains to billing instruction only.

Attach the document sheet at back of the resistration card neatly only.

Step 5: Attach massage sheet with registration card.

Only those massage need to show how guest check in, otherwise put into guest

room.

4.4.4 Face to Face Handling Guest special Request

Department: Front Office

Equipment Required: Fidelio terminal, telephone

Task: Face to face handling guest special request

Procedures

Step 1: Greet the guest

Keep the smile and eye contact by saying: “Excuse me Sir/Madam, may I help you?”

Step 2: Listen the satisfied answer to the guest

Keep smile and eye contact, repeat the key point of the guest request.

Step 3: Record down

Politely ask the guest name and room number and simply write down the request on

the daily action form.

Step 4: Give the satisfied answer to the guest

Saying: “Mr/Mrs. XX, I understand your request, would you please……”

Step 5: If not sure the answer

Saying: “Mr/Mrs XX, I am very sorry, I need to confirm it with Mr XXX

(Department or person), would you please give me few minutes, and I will give you

an answer or would mind leaving your contact number to us, so we can inform you

afterwards, thank you for understanding. Follow up with department or person and

keep GSTL informed.

Step 6: Key in the guest special in the profile

Key in the guest special request in guest profile by Date, Guest name, Special

request and Action.

4.4.5 Maintaining Inventory and Requisition

Department: Front Office

Equipment Required: Fidelio Workstation

Task: Maintaining inventory and requisition procedures

Procedures

Step 1: To take note in the communication notebook

Front Desk rotated will mainly in charge of it. To write down the things that are

running low in supply.

Step 2: Monitoring the par stock

To check supplies against the stand par stock.

Step 3: Raising the requisition form

Make sure that this is done in timely manner. Look up in the communication

notebook. Run through existing stock and requisite enough supply to maintain par

stock.

Step 4: Handling of requisition form

To hand the form to a purchasing personnel for signature..

Step 5: Filing a copy of the requisition form.

File it systematically in the requisition folder for record purposes.

4.4.6 Check Out Long Staying Guest

Department: Front Office

Equipment Required: Fidelio Workstation, Bill Folio, Long staying guest contract

Task: Check out long staying guest procedures

Procedures

Step 1: Read through long staying guest contract one day before guest check up

Careful read through long staying guest contract. Be familiar with privilege which

entitle, payment terms and conditions.

Step 2: Print out bill folio for discount

Print out bill folio in summary and check it carefully according to contract. Long Stay

coordinator team will prepare and solve the daily bill requirement.

Step 3: Discount for Long Staying guest's F&B ,Laundry and etc consumption

Posting the credit amount of discount (Use Rebate Code) and should follow up the

discount rate .which set up by Sales or Accounting.

Step 4: Reprint the updated folio for guest check.

Print out the detail or summary folio for the guest review by his/ her request upon

guest C/O.

Step 5: Check Credit

Check guest credit. If the guest will settle his account by credit card to see is there

enough approval amount from bank.

Step 6: Prepare all guest check

Check if all checks of guest bill are in bucket. If come missing contact, financial

department to get copy from financial department. File guest registration card, all

guest checks and contract well and together.

4.4.7 Check Up Without Reservation-Walk In

Department: Front Office

Equipment Required: Fidelio Workstation

Task: Check up without reservation-walk in procedures

Procedures

Step 1: Greet guest

Greet guest upon guest approach front desk counter with smile by saying :"

welcome to Swiss Inn Sungai Petani May I help you, Sir./Madam?"

Step 2: Identify guest who come inquire guest name with smile and eye contact.

If guest has reservation, politely inquire guest name by saying;"May I have your last

name, sir/ madam?"

Step 3: Check reservation in computer

Find out reservation immediately in computer, if fail to find out, try other way, e.g. use

guest company name or travel agency name to check in computer.By saying:"Mr.

XX, may I have your company name or may I know the company you made your

booking with?"

Step 4: Confirm the room types with politely manner

Confirm room type and rate with guest according to reservation by clearly

description. By saying:" Mr. XX, thank you have booked our superior king size room,

is it correct?"

Step 5: Get the pre- prepared R card

By saying:"Just one moment, Mr. XX, I'm just going to get your registration card."

Draw out pre-registered registration card and prepared welcome booklet from

reservation form holding box.

Step 6: Check in guest in computer

Check in guest in computer immediately.

Step 7: Collect ID card/ business card for registration

Politely collect guest ID card/Business card for registration. Use two hands to receive

guest ID card/ business card, By saying:"Mr. XX, may I have your passport and

business card for reference ? Thank you ."

Step 8: Fill registration card

Clearly, neatly accurately and efficiency fill in the registration card for guest.

Step 9: Confirm collect the payment

Politely confirm payment with guest according to the reservation by saying:

"Mr. XX, how would you like to settle your payment?" if it is credit card, quickly take

in print.

Step 10: Get approval code for credit card

If the guest pay by credit card, input credit card number into EDC machine to get

approval code upon guest check in. If the credit card is decline, ask the guest to

changed payment by saying: Mr/Mrs XX, Im very sorry to inform you that after

checking with the blank we can't get approval code for your credit card, would

please change another card? Thank you.”

4.4.8 Greeting And Welcoming Guest

Department: Front Office

Equipment Required: Fidelio Workstation

Task: Greeting and welcoming the guest procedures

Procedures

Step 1: Use standard greeting for guest

Ask the approach the front desk counter, acknowledge their presence by greeting

them at least two meter away from counter by saying: “Good morning/ afternoon/

evening Mr/Mrs XXX (if name of guest is known, otherwise use sir/madam.

Establish and keep eye contact with the guest and smile genuinely. Stand upright

with an attentive body posture.

Step 2: Welcome guest to hotel

Saying: “Welcome to Swiss inn hotel.” If the guest is a returned guest, Saying:

“welcome back to Swiss inn hotel.”

Step 3: If guest should be kept waiting

Saying: “ Mr/Mrs. XX, thank you for waiting.’’ Offer assistance and identify guest's

name. Saying:"May I have your sir name, please?

4.4.9 End Of Shift

Department: Front Office

Equipment Required: Fidelio Workstation, computer

Task: End of shift procedures

Procedures

Step 1: Print out the shift summary report

There is a function in the system which can print out the cashier’s all operation in

same day. It consists of every charges, payment and C/O’s posting, all bill folios

which have been printed out during the duty shift and guest checks/ supporting in

different category according to the department code.

Step 2: Clear and check all bill folio

Calculate the total amount of bill folios or guest checks/ supporting under different

department code to check if it is balanced with the amount in the computer. Separate

the charges folio(Rebate, Masc. off line room charge, etc.) and payment folio (C/O

folio with R .Card deposit receipt etc.). Attach the tap which is printed out from the

calculator and show the total amount to the bill folios of each category.

If not balances, check if some bill folio is missing or carelessness reason. Wrong

department code is used when post in computer, more or less money is collected

from guest, wrong change is given to guest or wrong credit card voucher is used. If

balanced, file all bill folios, credit card vouchers, guest checks or supporting and

“ledger by department code” report.

Step 3: Count the cash

Check which receive on that day and check the cash float and money exchange

deposit fund. Check cash float to see if the amount of cash in the cash float can

match the amount of cash show on “ledger by department code ”report. Ensure the

amount of cash in the cash float is always as same as the fixed amount set by hotel.

Step 4: Invite team leader to check

GSTL will double check all the audit and also check the EDC summary if it is

balanced with the total amount which has posted by every GSA. After checked by

team leader and get approval, put all the supporting and "Ledger by department

code" report together in the design place for passing to day auditor.

Step 5: Remittance and hand in all supporting

Under witness drop remittance envelop into designated safe drop. Both front desk

GSA and security guide are requested to sign on remittance record form. Make all

the folio, supporting and vouchers neatly and clearly attach to the "Close cashier

report" then drop into the auditor's box.

Step 6: End of shift

Check if any things needed be handed over to next shift, if no, finish the shift.

CHAPTER 5

FOOD AND BAVERAGE SERVICE OPERATIONS

5.1 INTRODUCTION TO FOOD AND BAGERAGE SERVICES

PRODUCTION

The provision of food and beverages away from home forms a substantial part of

the activities of the hospitality industry and, indeed, of the economy as a whole. Like

the industry of which it is a major part, food and beverage operations are

characterized by their diversity. Outlets include private and public sector

establishments and range from small independently owned and operated units to

large multinational corporations managing global brands and from prison catering to

catering in the most luxurious hotels in the world. In other words, food and beverage

provision is simply one element of a broader hospitality industry. In conceptual terms,

this raises few problems except possibly with take-away food establishments where

in some cases the food may be taken home for consumption even though it is

prepared and provided away from home.

Food production may be defined as that phase of the food flow (i.e. from the

purchasing of the foods to service to the customer) mainly concerned with the

processing of raw, semi-prepared or prepared foodstuffs. The resulting product may

be in a ready-to serve state, for example in the conventional method (cook-serve); or

it may undergo some form of preservation, or example cook-chill or cook-freeze,

before being served to the customer. Beverage production may be defined as the

processing of the raw, semi-prepared or prepared beverage product, so that it is in a

ready-to-serve state before being served to the customer.

The fine dividing line between food and beverage production and food and

beverage service is not always distinguishable. The point at which production ends,

and service begins, is often difficult to define. It is often necessary, therefore, to

include certain aspects of, for example, food service when describing food

production methods, and order that the production method may be seen in the

context of the whole catering operation, and not in isolation. The decision as to which

food and beverage production method to use in a particular catering operation is

taken at the initial planning stage.

Today, have a many types of commercial organization outlet will be providing

food and beverage services to our customer for maximize the profit. For the Swiss

inn hotel Sungai Petani has been provide a two outlet in their hotel is Garden

Tarrace Restaurant and Banquet Service. Both of the outlet will be fulfilled of

customer satisfaction as many can.

5.2 JOB DISCRIPTION

Diagram 5.2 The organization in food and beverage department. Source from

Swiss inn hotel Sungai Petani.

5.2.1 Duties and Responsibilities of Restaurant Staff

All types of catering establishments require a variety of staff positions in order

to operate effectively and efficiently. The food and beverage service department

usually has the largest staff. Able leadership and supervision is required to effectively

direct the department and guide the staff. The personnel in the food and beverage

service industry require practical knowledge of operations as even a small error can

cause displeasure to the guest. Coordination of activities of all outlets is essential to

provide the guest with quality service at all times. Teamwork is the watchword in any

food and beverage service department. A dedicated and committed team, with able

leadership, under ideal working conditions, helps in fulfilling the establishment's

ultimate goal of guest satisfaction.

Food and BeverageManager

Waiter WaitressBanquet

Staff

Assistant F&BManager

Captain

BanquetManager

5.2.2 Food and Beverage Manager

The food and beverage manager is the head of the food and beverage service

department, and is responsible for its administrative and operational work. Food and

Beverage Managers direct, plan and control all aspects of food and beverage

services. Food and Beverage Managers require excellent sales and customer

service skills, proven human resource management skills,and good communication

and leadership skills. Desired knowledge for this position includes knowledge of the

products, services, sector, industry and local area, and knowledge of relevant

legislation and regulations, as well. Hence it is said that food and beverage manager

is a Jack-of-all-trades, as the job covers a wide variety of duties.

In general, food and beverage manager is responsible for:-

1. Budgeting

The food and beverage manager is responsible for preparing the budget for the

department. He should ensure that each outlet in the department achieves the

estimated profit margin.

2. Compiling new menus and wine lists

In consultation with the chef, and based on the availability of ingredients and

prevailing trends, the food and beverage manager should update and if necessary,

compile new menus. New and updated wine lists should also be introduced regularly.

3. Quality Control

The food and beverage manager should ensure quality control in terms of efficiency

in all service areas, by ascertaining that the staffs are adequately trained in keeping

with the standards of the unit.

4. Manpower Development

The food and beverage manager is responsible for recruitment, promotions, transfers

and dismissals in the department. He should hold regular meetings with section

heads, to ensure that both routine as well as projected activities of the department go

on as planned. He must also give training, motivate and effectively control staff.

5.2.3 Assistant Food and Beverage Manager

The assistant food and beverage manager assists the food and beverage manager

in running the department by being more involved in the actual day-to-day

operations. This position exists only in large organizations. An assistant food and

beverage manager job includes:-

1. Assisting section heads during busy periods.

2. Taking charge of an outlet, when an outlet manager is on leave.

3. Setting duty schedules for all the outlet managers and monitoring their

performance.

4. Running the department independently in the absence of the food and beverage

manager.

5.2.4 Food and Beverage Captain

The food and beverage captain has overall responsibility for operations. He prepares

the duty charts in consultation with the outlet manager. He oversees the Mise-en-

place, cleaning, setting up of the outlet and staffing to ensure that the outlet is always

ready for service. The captain receives the guests and hands them over to the

captain or station holder. He takes orders from guests if the captain is unable to do

so. The captain should be an able organizer and also be prepared to take over the

duties of any member of the staff as when required.

5.2.5 Banquet Manager

The banquet manager supervises the banquet operations, sets up break-down

service according to the standards established by the hotel. He co-ordinates the

banquet service in conjunction with other departments involved and prepares weekly

schedules for the banquet personnel. The banquet manager projects the budget of

the banquets, and works in close coordination with the chef in preparing menus. He

is responsible for making an inventory of all the banquet equipment and maintaining

a balance between revenue and expenditure.

5.2.6 Waiter and Waitress

The waiters and waitress serve the food and beverage ordered by a guest and is part

of a team under a station captain. They should be able to perform the duties of a

captain to a certain extent and be a substitute for the captain if he is busy or not on

duty. They should; also be knowledgeable about all types of food and beverages, so

that they can effectively take an order from a guest, execute the order and serve the

correct dish with its appropriate garnish and accompaniment. They should be able to

efficiently coordinate with the other staff in the outlet.

5.3 RESTAURANT OPERATING EQUIPMENT

The operating equipments used in hotels / restaurants play an important role in

attracting customers. The restaurant operating equipments include service

equipments, furnitures, fixtures and linen all of which squarely reflects the standard

and style of the restaurant. The atmosphere of a restaurant is largely affected by the

kind of furniture used. The furniture should be utilitarian and elegant to look at. Very

often by using different materials, designs and finishes and by careful arrangement,

one can change the atmosphere and appearance of the food service area to suit

different occasions. Food and beverage service equipment may be divided into

glassware, chinaware and tableware which are further subdivided into flatware,

cutlery and hollowware.

Diagram 5.3 Types of equipment are provided at the Garden Tarrace Restaurant.

5.3.1 Glassware

Restaurant

Equipment

Glassware Chinaware Tableware Linen

Glassware refers to glass and drinkware items besides tableware, such as dishes,

cutlery and flatware, used to set a table for eating a meal. The choice of the right

quality glass is a vital element if the cocktail is to be invitingly presented and give

satisfaction to the consumer. Well designed glassware combines elegance, strength

and stability, and should be fine and smooth rimmed and of clear glass.

Types of Glassware:-

Collins glassware

Collins glass is a glass tumbler, holding 240 to 350 ml, used to serve a mixed drink,

named after Tom Collins. This glass is somewhat narrower, and holds less than the

similar highball glass.

Picture 5.3.1 Collins Glass

Highball Glass

A highball glass is a glass tumbler, holding between 8 and 12 fluid ounces (240 to

350 ml), used to serve a mixed drink, or highball. This glass is taller than an Old-

Fashioned glass, and shorter than a Collins glass.

Picture 5.3.2 Highball Glass

Pilsner Glass

A pilsner glass is a glass used to serve many types of light beers, but is intended

for its namesake, the pilsner. Pilsner glasses are generally smaller than a pint

glass, usually in 250 ml or 330 ml sizes. They are tall, slender and tapered.

Wheat beer glasses are often mistakenly referred to as pilsner glasses, but a true

pilsner glass has an even taper without curvature. Pilsner glasses are made to

showcase the color, effervescence, and clarity of the pilsner, as well as to

maintain a nice head.

Picture 5.3.3 Pilsner Glass

Beer Stein

A beer stein is a traditionally-German beer tankard or mug, made of pewter, silver,

wood, porcelain, earthenware or glass; usually with a hinged lid and

levered thumb lift.

Picture 5.3.4 Beer Mug

Tulip Glass

A tulip glass not only helps trap the aroma, but also aids in maintaining large heads,

creating a visual and olfactory sensation. The body is bulbous, but the top flares out

to form a lip which helps head retention. It is recommended for serving Scottish ales,

barley wines, Belgian ales and other aromatic beers.

Picture 5.3.5 Tulip Glass

Goblet or Chalice

Chalices and goblets are large, stemmed, bowlshaped glasses adequate for serving

heavy Belgian ales, German bocks, and other big sipping beers. The distinction

between goblet and chalice is typically in the glass thickness. Goblets tend to be

more delicate and thin, while the chalice is heavy and thick walled.

Picture 5.3.6 Types of Water Goblet

Brandy Balloon or Snifter

Typically used for serving brandy and cognac, a snifter is ideal for capturing the

volatiles of aromatic beers, such as Belgian ales, India pale ales, barley wines and

wheat wines. The shape helps trap the volatiles, while allowing swirling to agitate

them and produce an intense aroma.

Picture 5.3.7 Brandy Balloon

Red Wine Glasses

Glasses for red wine are characterized by their rounder, wider bowl, which gives the

wine a chance to breathe. Since most reds are meant to be consumed at room

temperature, the wider bowl also allows the wine to cool more quickly after hand

contact has warmed it. Red wine glasses can have particular styles of their own,

such as:-

Bordeaux glass: Tall with a wide bowl, and is designed for full bodied red wines like

Cabernet and Merlot as it directs wine to the back of the mouth.

Burgundy glass: Larger than the Bordeaux glass, it has a larger bowl to accumulate

aromas of more delicate red wines such as Pinot Noir. This style of glass directs

wine to the tip of the tongue.

Picture 5.3.8 Red Wine Glass

White Wine Glass

White wine glasses are generally narrower, although not as narrow as champagne

flutes, with somewhat straight or tulip-shaped sides. The narrowness of the white

wine glass allows the chilled wine to retain its temperature for two reasons;

i ) The reduced surface area of the glass (in comparison to red wine glasses)

means less air circulating around the glass and warming the wine.

ii) The smaller bowl of the glass means less contact between the hand and the

glass, and so body heat does not transfer as easily or as fast to the wine.

Picture 5.3.9 White Wine Glass

Pitcher

This larger container usually has a handle and a lip or spout for pouring the contents

into several glasses. Available in glass, stainless steel or plastic. Generally used for

serving beer for a beer keg for draft beer or plain water.

Picture 5.3.10 Water Pitcher

Mug

Almost a smaller version of the beer mug, made of thick heavy glass and used for

coffee or teh tarik.

Picture 5.3.11 Coffee Mug

Handling of Glassware

1. Glassware is highly fragile and most delicate and expensive: hence atmost care

has to be taken while handling glass equipments.

2. Glasses are normally stored in a glass pantry and should be placed upside down

in single rows on paper-lined shelves, to prevent dust settling in them.

3. Tumblers should not be stacked inside one another as this may result in heavy

breakages and accidents.

4. The appearance of the drink mainly depends on the glass and therefore, the

glass should be sparkling clean and attractive in shape and style.

5. When glassware is machine or hand washed, each individual item must be

polished and dried with a glass cloth made of linen, as water leaves stains on

the glasses.

6. Glasses whether clean or dirty have to be handled by the base or stem, since

the finger prints left on the glass necessitates polishing.

5.3.2 Chinaware

China is a term used for crockery whether bone china (expensive and fine),

earthenware (opaque and cheaper) or vitrified (metallised). Most catering crockery

used nowadays tends to be vitrified earthenware, which is very durable and haven

been strengthened. Crockery is also usually given rolled edges to make it more chip

resistant. Chinaware is made of silica, soda ash, and china clay, glazed to give a fine

finish. Chinaware can be found in different colours and designs which are always

coated with glaze. Chinaware is more resistant to heat than glassware. There are

various classification of catering China. They are:-

Porcelain

Porcelain is a ceramic material made by heating selected and refined materials,

which often includes clay of kaolinite clay, to high temperatures. The raw materials

for porcelain, when mixed with water, form a plastic body that can be worked to a

required shape before firing in a kiln at temperatures between 1200°C and 1400°C.

The toughness, strength, and translucence of porcelain arise mainly from the

formation of glass at high temperatures and the mineral mullite within the fired body.

Bone China

Bone china is porcelain made of clay mixed with bone ash. This is very fine, hard

china that is very expensive. The decorations are to be found under the glaze only.

The price of bone china puts it out of reach of the majority of everyday caterers, and

only a few on the top class hotels and restaurants would use it. The range of design,

pattern and colour is very wide and there is something to suit all occasions and

situations.

Earthenware

Earthenware may sometimes be as thin as bone china and other porcelains, though

it is not translucent and is more easily chipped. Earthenware is also less strong, less

tough, and more porous than stoneware, but its low cost and easier working

compensate for these deficiencies. Due to its higher porosity, earthenware must

usually be glazed in order to be watertight.

Stoneware

Stoneware is a hard pottery made from siliceous paste, fired at high temperature to

vitrify (make glassy) the body. Stoneware is heavier and more opaque than

porcelain. The usual color of fired stoneware tends to be grayish, though there may

be a wide range of colors, depending on the clay. It has been produced in China

since ancient times and is the forerunner of Chinese porcelain.

Chinaware Serving Item

There are wide ranges of chinaware serving items and their sizes vary according to

the manufacturer and the design produced. Recent developments in chinaware

include the ovenproof ware (dishes, casserole and cocotte dishes), which allow food

to be brought straight from the oven to the table.

Picture 5.3.12 Chinaware

Handling of Chinaware

Whatever quality of china or crockery is used, the most important thing to ensure is

that it is washed, rinsed and dried correctly to ensure that no dirt, stains or streaks

appear.

1. Chinaware has a high breakage rate and, therefore, needs careful handling.

2. They should be stored on shelves in piles or stakes of approximately two dozen

each. Any higher may result in their toppling down.

3. They should be stored at a convenient height for placing on, and removing from

the shelves to avoid accidents.

4. Chinaware should be kept covered to prevent dust and germs settling on it.

5. Chipped and cracked items harbor germs and should, therefore, not be used

and disposed off carefully.

5.3.3 Tableware

Tableware includes the dishes, glassware, cutlery, and flatware eating utensils

(knives, forks, and spoons) used to set a table for eating a meal. The nature, variety,

and number of objects varies from culture to culture, and may vary from meal to meal

as well. Tableware may be categorized as follows:

Flatware

Flatware denotes all forms of spoon and fork. Flatware, especially that used by most

people when they eat informally, is usually made of stainless steel.

Cutlery

Cutlery refers to knives and other cutting instruments.

Picture 5.3.13 Cutlery and Flatware

Holloware

Holloware refers to table service items such as sugar bowls, creamers, coffee pots,

teapots, soup tureens, hot food covers, water pitchers, platters, butter plates

and other items excluding flatware and cutlery.

Picture 5.3.14 Holloware and Chinaware

Special Tableware

There is almost an unlimited range of flatware, cutlery and hollowware in use in the

catering industry. Apart from the familiar knife, fork, spoon, vegetable dishes and

lids, entrée dishes and lids, soup tureens, teapot, hot water jugs, sugar basins there

are a number of specialist items of equipment available for use with specific dishes.

Some common specialist equipments are listed below:-

Silver Tea Tong

The silver tea tongs (called also silver sugar tongs or silver sugar nips) are used for

lifting sugar cubes from the sugar bowls and add to tea cups. The basic forms in

which they were made are:-

-Fire tongs, of two arms joined at one end by a pivot

-Scissors tongs, of two arms pivoting at the centre, in the form of a pair of

scissors (tea tongs or sugar nips)

Picture 5.3.15 Sugar Tongs

Asparagus Holder

The asparagus holder is an utensil for a diner to hold a single stalk of asparagus. It is

made of a single strip of metal, bent in the form of U-shaped tongs, with a small

square plate at each end to grip the stalk.

Picture 5.3.16 Asparagus Holder

Pastry Fork

Pastry fork is a small fork designed for eating pastries and other desserts while

holding a plate. It is typically designed so that it can be used with the right hand,

while left hand holds the plate. It therefore has the left side widened to be used like a

knife to cut the food when pressed down on the plate. Left-handed pastry forks have

the right side widened instead. This fork may also be used to lift fruit pieces from the

plate.

Picture 5.3.17 Pastry fork

Pastry Slicer

Pastry slicer is used for serving pastries.

Picture 5.3.18 Pastry Slicer

Oyster Fork

A fork used for picking up shellfish cocktail or oysters. This fork is shaped like a

regular fork, but it slightly smaller and the tines are curved outward.

Picture 5.3.19 Oyster Fork

Lobster Pick

This long, narrow utensil is used to pull every shred of meat from the hard-to-reach

cavities (such as the legs) of lobsters and crabs. The tip of a lobster pick can either

be pointed or in the shape of a tiny, two-prong fork.

Picture 5.3.20 Lobster Pick

Skewers

A long, thin, pointed rod that comes in various sizes. Skewers are made of metal or

wood; the former often has a ring at one end. They're most often used to hold meat

in place during cooking/ serving, as well as to skewer meat and vegetables to be

grilled for shish kebab. The best skewers are square or flat-shaped that hold food

securely when moved. Usually made of stainless steel.

Picture 5.3.21 Skewers

Nutcracker

It is a tool for cracking hard nutshells, usually consisting of two hinged metal arms

between which the nut is squeezed.

Picture 5.3.22 Nutcracker

Ice Cream Scoop

It is used to remove ice cream from a carton or other container while forming the ice

cream into a ball or oval shape. Ice-cream scoops come in several styles and sizes.

The simplest is a plain metal scoop- or spade-shaped utensil. Next comes one

shaped like a half-globe or oval with a spring-action lever in the handle. When

squeezed, the lever moves an arc-shaped blade across the scoop's interior and

ejects the ice-cream ball. The nonstick-style scoop has antifreeze sealed inside.

Picture 5.3.23 Ice Cream Scoop

Handling of Tableware

1. Storage of cutlery and flatware is very important. Each item has to be stored

in the boxes or drawers lined with baize to prevent the items being

scratched.

2. They should be stored in cupboard or room which can be locked.

3. Cutlery and flatware may be stored in the sideboard.

5.3.4 Linen

Linens are fabric goods, such as tablecloths, napkins and slip cloths. Linen is a

material made from the fibers of the flax plant. Originally, many, such as bed sheets

and tablecloths, were made of linen. Today, the term "linen" has come to be applied

to all related products even though most are made of cotton, various synthetic

materials, or blends. The main items of linen normally found in a restaurant are:

tablecloths; slipcloths; buffet cloths; trolley and sideboard cloths; and waiter’s cloths

or service cloths.

Table Cloths

Table linens made from cotton or linen are not only more absorbent but also last

longer. The fibers don't pill or pile as easy as with synthetic table linens and they

don't become shiny when exposed to an iron's heat. Egyptian cotton and Irish linen

are considered the finest materials for table linens because of their long, durable

fibers. White is the most popular color for table linens because it's considered formal.

Table cloths should be large enough to cover the top as well as a portion of the legs

of a table without interfering with the guest's comfort while he is seated at the table.

The size of the tablecloth varies according to the size of the table it is required to

cover.

Types of Table Size of Table Size of Table Cloths

Square Table 76 cm sq 92 cm sq 137 x 137 cm 183 x 183

cm

Rectangular Table 136 x 76 cm 183 x 137 cm

Round Table 92 cm diameter 184 cm diameter

Table 5.3.1 Size of the Dining Room table and table cloths.

Slip Cloths

These are designed to be laid over the tablecloth to protect it from spillage and give it

a longer life. Using a slip cloth reduces the number of tablecloths used and thus

reduces the cost of inventory and laundry. Slip cloths may measure 1 meter square

approximately.

Picture 5.3.24 Slip Cloths

Napkins

A napkin or is a rectangle cloth or paper used at the table for wiping the mouth while

eating. It is usually small and folded. Conventionally, t he napkin is folded and placed

to the left of the place setting, outside the outermost fork. In an ambitious restaurant

setting, it may be folded into elaborate shapes and displayed on the empty plate.

Napkins may be of the same colour as tablecloths, or in a colour that blends with the

decor of the restaurant. Napkins should be spotlessly clean and well-pressed. The

ideal size for a napkin is between 46 to 50 cm sq.

Picture 5.3.25 Napkins

Buffet Cloths

For a buffet table, the minimum size of the tablecloth required is 2 m x 4 m.

Trolley Cloths and Sideboard Cloths

These are usually made from tablecloths well worn and not suitable for use on

tables, mended by the housekeeping department and folded to fit a sideboard or

trolley.

Waiter Cloth and Serving Cloths

A service cloth is a very important part of service equipment as well as being part of

the food server’s uniform. It must be kept clean and ironed at all times and only used

as a service cloth for certain activities such as:

i ) Carrying hot plates

ii ) Final polishing of plates

iii) Wiping Small spills

iv) Brushing crumbs onto a service plate

v) Wiping the undersides of the plates before placing plates on the table.

5.3.5 Sanitation Standards In Handling Serving Equipment

1. Use clean and sanitized glasses, flatware, chinaware and other equipment for

service.

2. All service equipment must be wiped dry with clean cloths to avoid watermarks.

The cloths used for this purpose must be segregated from other wiping cloths.

3. Bowls should be underlined with appropriate under liner and never to be served

with the finger touching the rim.

4. When serving straw serve them with their wrappers or in their respective

dispensers.

5. When serving additional utensils or napkin, place them in a small plate to avoid

direct contact with hand.

6. The thumb should be kept away from the plate to avoid touching the sauce,

meat or dish.

7. When setting up flatware and glasses, avoid leaving finger marks; carry them in

trays or with a cloth napkin.

8. Never serve food using cutleries that have fallen on the floor.

9. To avoid contamination, food must be covered when it is not served

immediately.

5.4 HANDLING SERVING DISHES AND UTENSILS

During service the right and left hands have distinct functions to perform. The left

hand carries while the right hand works. Flatware, glasses, cups, and the like are

always carried on a tray, never in hands. For safety and to prevent clattering, this

tray should always be covered with a paper or cloth napkin. While bringing platters to

the side table or guest table, always carry them in both hands. The hand towel

should be draped lengthwise over the cloth so you can hold the platter on both ends.

If several plates or serving dishes are carried at the same time, place them on the

towel so they will not slide. Serving bowls and sauce boats are always placed on a

small plate with a paper doily.

5.4.1 Procedures of Carrying Plates

1. A stack of plates

A stack of plates is always carried with both hands. Wrap your hand towel around the

plates so that you do not touch the plates with your bare hands. Do not hold the

plates against your body.

2. One Plates

Always hold a plate between the thumb and forefinger (index) finger. Your thumb

should be flat on the rim of the plate, pointing toward the rim, never into the plate.

3. Two Plates

Held from Below: Hold the first plate between the thumb and index finger. The index

finger is placed slightly behind the lower rim. Slide the second plate against the index

finger and support it with the other fingers from beneath. Held from Above: The first

plate is held with the thumb and index finger. With that hand turned slightly upward,

balance the second plate on the lower forearm and the ball of the thumb. Support the

upper plate with the other fingers.

Carrying Four Plates Procedures

Procedures:

1. Seize the first plate between the thumb and the forefinger.

2. Place the second plate between the forefinger (on the top) and the two fingers

major and ring finger (under).

3. Place the third plate over the basis of the thumb and the little finger.

4. The fourth plate is carried in the right hand, this will be the first plate placed on

table.

Picture 5.4.1 Procedures for carrying four plates

Carrying the Tray Procedure

1. It is important to organize the tray in a way that the weight is concentrated on a

precise point that will be maintained by the wrist and the left hand (a pile of under

cups)

2. Items less heavy will be placed around heavier items (cups and spoons).

Picture 5.4.2 Procedure for carrying tray

Clearing The Plates

The basic technique is the same as carrying two plates. After picking up the first

plate, arrange the flatware on it. The handle of the first fork is under your thumb. This

will secure the remaining flatware. Then slide the knife in at a right angle under the

fork. Now pick up the second plate with the flatware, and place the flatware on the

first plate, fork beneath the thumb and knife below. The remaining plates are stacked

on the second plate, while the flatware is arranged on the first plate. In an elegant

service, no more than four plates are cleared at one time. Small food remnants on

the plates can be pushed to the lower plate; be sure to turn away from the guest

when doing this. When the plates contain a lot of leftovers, they must be scraped

away from the table. Clear only two plates at a time and sort out in the waiter’s

station.

Picture 5.4.3 Procedures for clearing plates

5.5 THE BANQUET SERVICES

A banquet is a large public meal or feast and refers to groups of people who eat

together at one time and in one place. It usually serves purposes such as Gathering,

Meeting, Conference, Grand Dinner, Wedding, Celebrating birthday, and any

events. Most the banquet in a outlet of hotel normally provided a food and beverages

services to a guests often as a supper for break of the meeting. The banquet

operations is more different compare than a restaurant, because more needs a lot of

staff to manage of their functions and events for every weeks.

5.5.1 Banquet Setup Styles

Food and Beverages functions can require tables, chairs or both depending on the

types of event being held by the planner. As with meeting functions, the banquet

manager will know the best setup design for the particular room being used for each

function. Commonly used setup includes the following:-

Banquet Round Tables

This come in two sizes , with smaller one for table seating 8 and the larger up to 10

people. They are used for sit-down or buffet dinner. Round table are also commonly

used for meeting that are known as round table meetings. After the meeting this

tables can remain and be used for a ford function.

Buffet Tables

These are used for the buffet food lines or displays. A popular variation is a circular

buffet table setup. This can be achieved by using banquet rounds or serpentine

tables.

5.4.2 Banquet Table Set up Procedures

Set Up a Hollow Square Style

Department: F&B (Banquet)

Equipment: Tables, Chairs, Pencil, Sweet, Table cloths, Pad, Mineral Water and

Goblet

Task: Set up a hollow square style procedures

Procedures:

Step 1: Lay out table

Set per task hollow square-shape but open side should be closed in.

Step 2: Lay out tablecloth

Lay out the table clothes and fold it facing the back of the room. Make sure the table

cloths are not torn and the folding must face the back of the room. The edge of the

table must be straight.

Step 3: Skirt the table

Skirt the inside of the hollow square Use the skirt clip to skirt the table. Make sure the

skirting is clean, without stain and holes.

Step 4: Set up goblet, sweet and pad/ pencil.

Place the goblet and coaster at the right side of the seat set the pad and pencil in

front of every seat.

Step 5: Check the setup

Check through every seat, make sure the goblet has no spots and cracks, the chairs

have no dust. The chairs have no dust. Pencil and pad and sweet are nicely set.

Set Up a T-Shape Style

Department: F&B (Banquet)

Equipment: Table, chairs, table cloth, skirting, pad/pencil and mineral water.

Task: Set up a T-Shape style procedures

Procedures:

Step 1: Lay out table

Use long tables long enough to seat the expected number of persons at the head

table. Set per task T shape, but the middle line should at the center of head table.

From the center of head table and extending into rooms set double with tables as

long as required.

Step 2: Lay out tablecloth

Lay out the table clothes and fold it facing the back of the room.

Step 3: Skirt the table

Use the skirt clip to skirt the table, Make sure the skirting is clean.

Step 4: Set up goblet, sweet, mineral water and pad/ pencil.

Place the goblet and coaster at the right side of the seat set the pad and pencil in

front of every seat. One sweet bowl will share among 3 seats.

Step 5: Put the chair

Put down the chair along the E-shape, set 3 chairs per table.

Step 6: Check the setup

Check through every seat, make sure the goblet has no spots and cracks, the chairs

have no dust. The chairs have no dust. Pencil and pad and sweet are nicely set.

Set Up a Theater Style

Department: F&B (Banquet)

Equipment: Table, chairs, table cloth, skirting

Task: Set up a theater style procedures

Procedures:

Step 1: Lay out table (head table)

Lay out the Head table and centralized it.

Step 2: Lay out the tablecloth

Lay outs the table clothes and fold it facing the back of the room. Make sure the

tablecloths are well pressed, clean without stain and small holes.

Step 3: Skirt the head table

Use the skirt clip to skirt the head table Make sure the skirting is clean without stain

and well pressed.

Step 4: Step the chairs

Set chairs in a row. Set first row of chairs 6 feet from the edge of the head table or

plat form. Chairs must be clean without dust and in a straight line. Leave 2.5 feet

between each row of chairs for enough spacing.

Step 5: Check the setup

Check through every seat, make sure no dust and chairs are nicely placed.

Set up a Classroom Style

Department: F&B (Banquet)

Equipment: IBM table, green felt, pad, pencil and goblet

Task: Classroom setup procedures

Procedures:

Step 1: Lay out the rectangular tables 183cm x46cm

Lay out the number of tables required according to the floor plan and centralize

them. Lay out the remaining row by leaving 3 feet gap in between the row. Gap

between row must be even. The center aisle must be 3 feet away.

Step 2: Lay the green felt cloth

Lay the green felt and skirting it with a clip. The skirting must be without stains and

holes.

Step 3: Put down the chairs

Place 3 chairs per table, unless especially request by the guest and the chair must

spread evenly.

Step 4: Set the pencil, goblet, mineral water pad

Set pad and pencil on the table in front of every chair, and then set the coaster and

goblet at the right top of the pad. Pad/pencil must be in the center of the chairs

Set Up a U-Shape Style

Department: F&B (Banquet)

Equipment: Table cloth, chairs, pad and pencils, goblet.

Task: Set up a U- Shape style procedures

Procedures:

Step 1: Lay out table

Lay out the number of tables. Required and centralize them to indicate the correct

position. The chair spacing must be well balance and not too congested.

Step 2: Lay the table cloth

Lay out the table clothes and fold it facing the back of the room. Make sure the table

cloths are not torn and the folding must face the back of the room. The edge of the

table must be balance.

Step 3: Skirt the table

Use the skirt clip to skirt the table. Make sure the skirting is clean, without stain and

holes.

Step 4: Set the pencil/pad and goblet.

Place the goblet and coaster at the right side of the seat set the pad and pencil in

front of every seat. Check the goblet is clean, free of spots.

Check a function room

Department: F&B (Banquet)

Equipment: Event Order

Task: Check a function room procedures

Procedures:

Step 1: Pick up event order

Event order to be collected by the clerk form the catering office every day.

Step 2: Check equipment

Room set up must fully achieve require from the event order. White board and flip

chart must be clean and without dust and marker prints. Markers should be tested

before function starts. Check the floor carpet, floor should be clean without dust of 8

waste papers baskets. Check the air condition air-cond set at 20-21 degree. Check

the lighting. Turn on the equipment to make sure they are working properly.

Walk around table, look at the set-up and look at the skirting, tables, glasses, pads

and pencils. Table cloth must be clean without any spot and cracks.

Step 3: Turn the light

Turn on the light and air cond before 15 minutes function start.

CHAPTER 8

COMMENT AND RECOMMENDATION

From the industrial training that have been done by the Student. The Student has

a variable comment and suggestion while performed a task during in practical

session.

1. STUDENTS

The student should to indentified a specific task are related of student course

before going to practical.

Performed a task based on your course.

Get the information related of the tasks.

2. THE COMPANY

Providing a task and training are related of student course and study.

Give instant permission for changed of department without long need

consideration.

To pay attention and care of practical student during in practical.

8.1 QUALITY OF COMPANY SERVICES AND PRODUCT

In any service related business such Hospitality Service and Accommodation,

Quality is an important aspect that’s influences most customer. Quality is the most

powerful variables which can influence and encourage customers to choose Swiss

Inn Sungai Petani. Based on my practical, The operations department have a

problem concern to inconsistent product will being sold to the guest can cause the

guest will not returned. So in this case, I am believed that an excellent quality

provided can retain customer greatly. By retaining customer, it can improve customer

perception towards services and giving a good image to Swiss Inn Sungai Petani.

Then it will lead successful of relationship marketing orientation that to getting and

keeping more of the customers.

Quality will offer way of achieving success among competing services.

Customers will consistently demanding for high quality and only the firms that can

improve their quality of the services provided can retain customers for better

survivals ahead. It is a vital criterion in achieving success of the company too.

In order to success in relationship marketing for getting a lot more customer, I am

suggested that Swiss Inn Sungai Petani should focus more on:-

Customer retention

Orientation on product benefits

Long time - scale

High customer service emphasis

High customer contact

Quality is the concern of all