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INDUSTRIAL TRAINING
PROSPECT OF INTERNSHIP AS PART OF COMPULSORY COURSE
SUBMITTED BY:
SAJANA SHRESTHA
NEPAL ACADEMY OF TOURISM AND HOTEL MANAGEMENT(AFFILIATED TO TRIBHUVAN UNIVERSITY)
FIFTH SEMESTER, 11TH
BATCH
EXAM ROLL NO: 1057/09
IN THE PARTIAL FULFILLMENT OF REQUIREMENT OF
THE COMPULSORY HOTEL TRAININGON
THE ZON REGENCY HOTEL BY THE SEA
JOHOR BAHARU, MALAYSIA
SUBMITTED TO:
OFFICE OF THE DEANFACULTY OF MANAGEMENT
TRIBHUVAN UNIVERSITY
KIRTIPUR
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ACKNOWLEDGEMENTS
I would like to extend my sincere thanks to Nepal Academy Of Tourism and Hotel
Management (NATHM), for providing the international exposure in the worlds world
economic crisis situation also. To gain the international exposure and apply same techniqueand knowledge here with local resources will be the core part of the exposure so far we did
successfully.
Mr.Surya Kiran Shrestha, co-odinator of NATHM is the most thankful person who
makes our dream of international exposure made to become true. For the rapid growing
industry in Nepal from the part of tourism, this hospitality industry is the coordinating wings
of the nation to show our self in the identity of the nation.
I couldnt make this report without the coordination with Assistant Manager of Palm Lounge
Ms.Noor yanti. She provides complete guidance and required training time after another. This
leads to make my report complete.
I would also like to pass my sincere gratitude to Mr. Surjit Singh Food and Beverage
Manger, Mr. Izwandy Assist food and Beverage Manager, Mr. Jamal Coffee House Manager.
They provided me required information of the restaurant and also support for daily operation
in the restaurant.
Lastly, without any hesitation I would like to give my decent acknowledgement to my
friend who provided me support and continuous follow up to my report.
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AIMS AND OBJECTIVES
As study is all about the hospitality industry and global contact point, core objective
of this study is all about to gain prior knowledge about the industry and understand it in
organizing manner. Accomplishing the international exposure what we learn in the book andmake it happen in real industry exposure. The key point of the study is to come through this
competitive market and keep you in the floor of hospitality.
Understanding of the commercial and hospitality industry relationship and grow our
self through the path of it to make a successful hospitality person in future. Basic concept of
the theory and industry difference, obstacle and career in the hospitality is only the idea ofthis exposure. Other academic objective of this study and industry exposuer is mentioned
below point wise:
For the understanding of scope, area and value of hospitality industry as agrowing business in this present context.
For checking the efficiency, quality, skills and capability in the real industry. To apply the skills that has been taught in theory as practical. For the proper application of business management as in various sectors. To understand the different variants for impact of tourism. To exhibit the work place attitude and work ethic in order to achieve
successful consequences in competitive environment.
Individual training For inner development of supervision and managerial skills through
observation.
To find out the resources use in the hotel in comparison to the resourceavailability in current market.
Real field and industry exposure and understanding of the operation in large
organization was basic objectives of the study and further trainee can implies same things on
job.
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TABLE OF CONTENTS
Pre faceAcknowledgements
Aims and Objectives
List of Tables
Project
Chapter 1: Introduction to InternshipA. Background of InternshipB. Objective of InternshipC. Methodology
i. Organization selectionii. Placement
D. Limitation
Chapter 2: Introduction to Hotel and Catering Industry
A. History of Hotel and Catering IndustryB. Introduction of Zon Regency Hotel by the SeaC. Intercontinental Hotel Group(IHG)D. History of IHGE. History of Zon Regency HotelF. LocationG. Facilities of Zon Regency Hotel
Chapter 3: Analysis of Activities and Problems During Internship
Chapter 4: Recommendation
ConclusionReference
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Chapter 1:
1. INTRODUCTION TO INTERNSHIP2. BACKGROUND OF INTERNSHIP3. OBJECTIVE OF INTERNSHIP4. METHODOLOGY5. ORGANIZATION SELECTION6. PLACEMENT7. LIMITATION OF INTERNSHIP
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1.Introduction to Internship
Internship is a system of on-the-job training for white-collar and professional careers.Internships for professional careers are similar to apprenticeships for trade and vocational
jobs. Although interns are typically college or university students, they can also be high
school students or post-graduate adults. Rarely, they can even be middle school or in some
cases elementary students.
Generally, the internship works as an exchange of services for experience between the
student and his or her employer. Students exchange their cheap or free labor to gainexperience in a particular field. They can also use an internship to determine if they have an
interest in a particular career, create a network of contacts, or gain school credit. Some interns
also find permanent, paid employment with the companies in which they interned. Thus,
employers also benefit as experienced interns need little or no training when they begin full-
time regular employment.
Hospitality Internships: Careers within the hospitality industry include jobs inhotels, casinos, restaurants, resorts and any other service position role within the tourism
industry. Students working towards achieving a qualification in the hospitality field such as
Hospitality Management or Food and Beverage Management are often required to gain
practical experience by completing an internship. Hospitality internships are supervisedprograms of work and study that allow you to apply the knowledge and skills that you have
learned in real-life situations.
Academic credit can be earned for a successful internship. They also give you the chance to
make more informed decisions about the career path you choose after graduation. This hands-
on experience as well as the networking opportunities internships offer will make you more
attractive to future employers. Many companies offer their interns full-time employment on
graduation as they have already proven their abilities and the learning curve is shorter.
Most internship are unpaid positions, while some interns are paid an hourly rate. However,
interns in the hospitality industry may receive other benefits in the form of on-site
accommodation, meals being provided or the use of swimming pools or other leisure
facilities. Because of the seasonal variations within the hospitality industry, internships may
be more easily obtained in the busier holiday period
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A.Back ground of BHM InternshipThis report is narrative about the training at the Zon Regency Hotel by the Sea over a period
of six working months. I have been arranged to this hotel as it symbolizes a landmark of
quality service and full of challenge. I believe working in a hotel we needed for an individual
to succeed and survive in the vicious world of the hospitality industry. Furthermore, Zon
Regency Hotel by the Sea is a best place to put my kn owledge and skill to test because its a
new place for us.
The agreement between college and hotel is to place me at single operating
department i.e. food and beverage department. The learning outcomes of the department areto widen my exposure at back of the house and front of the house and experience with people
from all the walks of life. As the results, I was acquiring the knowledge and basic skill that
are needed by the operation of this industry.
The started of my report, I will include the overview of Zon Regency Hotel by the
Sea, follow by my own learning experience in various departments, views and finding of my
training place and finally conclude the success of Zon Regency Hotel by the Sea as a whole.
B.Objective of the internshipThe objective to carry the industrial training is to know and learn how a five star hotel is
being operated.
To see the different facilities and equipment in the Hotels and learn its functioning. To learn how the different departments coordinates with each other. To learn how the different department does their work. To learn the attitudes and skills to became an effective and efficient Hotel
professional.
To know the history and its means of establishment. To know about the rule and regulations of the Hotel. To learn overall managerial aspects i.e. management procedures of any types of
hotels.
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C. Methodology:
I gathered the information from the various sources. The primary source includes my
personal inquiry to the hotel personnel and my experience. The secondary sources are hotel
websites, magazines, course notes and brochures.
ORGANATION SELECTION:
It is the way of choosing the organization to work in the particular form is called organization
selection. While doing so in the organization, as our course Bachelor in Hotel Management
(BHM) needs to be done industrial internship in the hotel as the part of our courses. In our
courses we did industrial internship in 5th semester. We need to select the hotels for our
internship either, four or five star hotels of National or International level.
I choose from international level Zon Hotel By The Sea, Malaysia for the following reasons:
Firstly, we was the first batch in that hotel. Secondly, due its popularity. Thirdly, due to duty free zone. Fourthly, due to longest coffee house in world record of Asia. Lastly, due to border side to Singapore(free entry for Nepalese)
These above were the reason behind selecting the Zon Hotel By The Sea, Malaysia for the
internship. Then the name of the students for the internship was sent by the college and our
interview were taken as per scheduled by the hotel and were selected for the internship in the
hotel by our dedication to the hotel and our capabilities. One to one individual interview were
taken and the college Nepal Academy of Tourism and Hotel Management (NATHM) also
played important role in being the part of the Zon Hotel By The Sea, Malaysia.
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PLACEMENT:
After selection of the industrial trainee by Zon Hotel By The Sea, Malaysia, Training
department called us for the orientation of the hotel and its various departments. Training
manager briefs us about the Hotel, its history and about its current goodwill and market
representation.
The Industrial placement had done to the industrial trainee in the single department which last
for total of 24 weeks starting from 1st Dec, 2011 till 30th May 2012. On which we will be
rotating to the various areas in one department for wider knowledge of operations and we arerequired to work on shifts.During this time I was entitled to one weekly roster day off and no
public holidays. The departments of my intern were:
1. Food and Beverage Departmenta. Salt n Pepper Restaurant(2/12/201221/12/2012)
b. Palm Lounge(22/12/201231/4/2012)c. Baccheus wine and cake shop andd. Little Havana(cigar) (1/5/201231/5/2012)
D. Limitations:
The study is based on descriptive method and is simply a partial requirement of BHM.The core area was insufficient to flow and gather the information as much as we can.
Time barrier was the reason where we dont have enough time as per the heading of
the report to make a research. So many things are collected through via different
methods rather to have it directly. Some other more limitations are mentioned below:
The lack of sufficient logistic supports and crises running on is the main problem ofthe study.
The major part of study is based on secondary data collected from the hotels: researchbased on secondary data is not always faithful.
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Chapter 2:
1. INTRODUCTION TO HOTEL AND CATERING INDUSTRY2. HISTORY OF HOTEL AND CATERING INDUSTRY3. INTRODUCTION TO ZON REGENCY HOTEL4. INTRODUCTION TO INTERCONTINENTAL HOTEL GROUP5. HISTORICAL BACKGROUND OF ZON REGENCY HOTEL6. LOCATION7. FACILITIES SPECIAL FEATURES
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Introduction of Hotel and Catering Industry
A hotel is an establishment that provides lodgingpaid on a short-term basis. The provision of
basic accommodation, in times past, consisting only of a room with a bed, a cupboard, a
small table and a washstand has largely been replaced by rooms with modern facilities,
including en-suite bathrooms and air conditioning or climate control. Additional common
features found in hotel rooms are a telephone, an alarm clock, a television, a safe, a mini-bar
with snack foods and drinks, and facilities for making tea and coffee. Luxury features include
bathrobes and slippers, a pillow menu, twin-sink vanities, and jacuzzibathtubs. Larger hotels
may provide additional guest facilities such as a swimming pool, fitness center, businesscenter, childcare, conference facilities and social function services
Hotel rooms are usually numbered (or named in some smaller hotels and B&Bs) to allow
guests to identify their room. Some hotels offer meals as part of a room and board
arrangement. In the United Kingdom, a hotel is required by law to serve food and drinks to
all guests within certain stated hours. In Japan, capsule hotelsprovide a minimized amount of
room space and shared facilities.
Caterers and their staff are part of the foodservice industry. Catering services provided vary
depending on the event and can include: cooking and delivering food to an outside location;
cooking, delivering and serving food; and full-service (preparing food, providing service
staff, decoration of event location, prep and clean-up). In some cases of full-service catering,
the caterer is called an "Event Management company."When most people refer to a "caterer", they are referring to an event caterer who serves food
with waiting staff at dining tables or sets up a self-serve buffet. The food may be prepared on
site, i.e., made completely at the event, or the caterer may choose to bring prepared food and
put the finishing touches on once it arrives.
The event caterer staff are not responsible for preparing the food but often help set up the
dining area. This service is typically provided at banquets, conventions, and weddings. Any
event where all who attend are provided with food and drinks or sometimes only hors
d'oeuvres is often called a catered event.
Many events require working with an entire theme or color scheme. A catering company or
specialist is expected to know how to prepare food and to make it attractive. As such, certain
catering companies have moved toward a full-service business model commonly associatedwith event planners. They take charge of not only food preparation but also decorations, such
as table settings and lighting.
The trend is towards satisfying all the clients senses with food as a focal point. With the
correct atmosphere, professional event caterers with experience can make an event special
and memorable.
Beautifully prepared food alone can appeal to the senses of taste, smell, and sight - perhaps
even touch, but the decorations and ambiance can play a significant part in a successfully
catered event.
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History of hotel industry
Evidence of hotels and the hospitality industry have been recorded as far back as biblical
times when Mary and Joseph arrived in Bethlehem during the census. As the Bible depicts,
Mary and Joseph were refused accommodations because there "was no room at the inn."
Since the beginning of time, people have travelled for commerce, religion, family, health,
immigration, education and recreation.
As cited by Texas Tech University, the word "hospitality" comes from the Latin root
meaning "host" or "hospice." The university further noted that the first hotels were nothing
more than private homes opened to the public. Most, unfortunately, had poor reputations.
Under the influence of the Roman Empire, inns and hotels began catering to the pleasure
traveler in an effort to encourage visitors.
The first inn located in America was recorded in the year 1607 and lead the way with many
other firsts in the hospitality industry. The first publicly held hotel (the City Hotel) opened in
New York in 1792. The first modern hotel (the Tremont) opened in Boston in 1809 and the
first business hotel (the Buffalo Statler) opened in 1908.
From there a surge of hotels flooded American and the rest of the world with prominent
names such as Radisson, Marriot and Hilton.
History of catering industry
While you may associate chefs and the culinary world in general with restaurants, it's easy to
forget that restaurants are a relatively new development. For a long time, the world of food
preparation was centred around feasts and celebrations for kings and other noblemen. In fact,
the first French restaurants didn't appear until after the French revolution when, lacking an
aristocracy, catering guilds were forced to find a new way to sell their talents.
In America, thecatering industryis still quite young. Catering started booming after the war
when companies who had previously made food supplies for World War II needed something
to do. As people became wealthier and the economy grew, caterers found demand for their
services, which has previously been reserved for the very rich.
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Introduction of ZON Regency Hotel By the sea
The ZON Regency Hotel by the sea Johor Bahru is a business class hotel with 400 tastefully
appointed guest rooms including 367 deluxe rooms and 33 suites. We offer our guests:
convenience, comfort & breath-taking views (Polo, City & Sea), all meeting the needs for
today's traveller. With four room categories to choose from Deluxe, Club Deluxe, Club Suiteand Corner Suite, we believe you will have an unforgettable stay and experience.
We are also a M.I.C.E. facilities provider in the Southern region of Malaysia and have gained
our reputation as "The Most Happening Hotel in Johor" through hosting numerous
international and national events.
The ZON Johor Bahru - is an exclusive Duty Free Zone, a new entertainment landmark
situated in a safe & secured gated city filled with fun, leisure, accommodation, music and life
that never sleeps. The ZON Johor Bahru with its panoramic views of Johor Bahru
overlooking the island republic of Singapore, well complemented with 6 integral business
and leisure facilities; namely, The ZON Duty Free.
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InterContinental Hotels GroupInterContinental Hotels Group plc (informally InterContinental Hotels or IHG) (LSE:
IHG,NYSE: IHG) is a British multinational hotels company headquartered in Denham,
United Kingdom. It is the largest hotels company in the world measured by rooms (with
646,000 as of January 2010), and has over 4,500 hotels across over 100 countries.[2] Its
brands include Crowne Plaza, Holiday Inn, InterContinental and Staybridge Suites.
Approximately 3,800 of its hotels operate under franchise agreements, 640 are managed by
the company but separately owned and 16 are directly owned.[3]
InterContinental Hotels has a primary listing on the London Stock Exchange and is aconstituent of the FTSE 100 Index. It has a secondary listing on the New York Stock
Exchange.
For over 20 years, youve trusted our seven hotel brands for your business trips, family
vacations, honeymoons and more. Youve also enjoyed the benefits of the worlds largest
hotel loyalty programPriority Club Rewardswhich allows you to earn points or airline
miles with every stay.
IHG continues to improve upon our reputation for outstanding service while growing our
brands and expanding our offerings to meet the needs of our guests. Creating Great Hotels
Guests Love remains our promise to you.
IHG(InterContinental Hotels Group) is a global organization with nine hotel brands
including InterContinental Hotels & Resorts,
Hotel Indigo, Crowne Plaza Hotels & Resorts, Holiday Inn Hotels and Resorts, Holiday
Inn Express, Staybridge Suites,
Candlewood Suites, as well as our two newest brands, EVEN Hotels and HUALUXE
Hotels & Resorts. IHG also manages
Priority Club Rewards, the world's first and largest hotel loyalty program with over 65
million members worldwide.
IHG franchises, leases, manages or owns over 4,500 hotels and more than 661,000 guest
rooms in nearly 100 countries and territories, and has more than 1,100 hotels in its
development pipeline.
HISTORY OF IHGInterContinental Hotels & Resorts is the first truly international hotel brand in the world
with each hotel designed to offer a unique experience.
With over 60 years of hospitality experience, our well-travelled guests have come to expect
superior, understated service and outstanding facilities. But what really sets InterContinentalapart is the way we share our knowledge and love of local culture with our guests, to give
them an authentic taste of their destination and to help them make the most of their stay with
us. InterContinental has a global portfolio of 166 hotels in over 60 countries.
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HISTORY OF ZON HOTEL
The Zon Regency Hotel is set on the south of Johor Bahru directly facing the sea. It is within
a short drive to the main shopping area, the railway station and the Royal Museum. The 12
storey business Zon Regency Hotel is situated within a composite downtown duty free
shopping and entertainment complex, offering tastefully, luxurious rooms. Formally known
as the Eden Garden Hotel.
EDEN GARDEN HOTEL JOHOR BAHRU, officially opened on 18th April, 1999 by the
Prime Minister of Malaysia, Y.A.B Dato Seri Dr. Mahathir Mohamad, stands tall today as
one of the Southern regions most prestigious landmarks. Later, EDEN GARDEN name was
replaced by ZON HOTEL BY THE SEA.
The 16-storey hotel is part of the Duty Free Zone (JB) in Stulang Laut which is surely
making headway in the countrys tourism industry, emerging as a one-stop shopping, dining,
entertainment and convention centre.
TheDuty Free Zone (JB), situated along the coastline of Johor Bahru, boasts of not just Eden
Garden Hotel but also a supermarket and departmental store, the Eden Floating Palace,
boutique shop lots, fast food outlets, a food court, an international ferry terminal,
entertainment outlets and an open air hawker place called the Stulang Laut Seafront
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ZON HOTEL OUTLETS
A. Salt 'n' Pepper Caf Restaurant
- Advocated as The Longest Caf Restaurant in the Malaysia Book of Records
1999, it serves local favourites, continental dishes and sumptuous daily buffets.
Daily Operation Hours: 6:30am to 1:00amLunch: 12:00pm noon to 2:30pm
Weekend Hi-Tea: 12:00pm noon to 4:30pm
Dinner: 6:30pm to 10:30pm
Tel: +607-221 9999 (Ext.5106)
Location: ZON Hotel, Level 5
B .Chinese Restaurant
- It offers a fine selection of cuisine from across the Chinese provinces,available daily at A La Carte prices for lunch.
Daily Operation Hours:
Lunch: From 11:30am to 2:30pmDinner: 6:30pm to 10:30pm
Closed On Monday.
Tel: +607-221 9999Location: ZON Hotel, Level 5
C.Palm Bistro
- The only open concept lounge in Johor, offering a variety of snacks, cocktails
and imported beverages, accompanied nightly live music entertainment.
Daily Operation Hours: 11:00am to 1:00amBand Schedule:8:00pm to 11:45pm (Every Monday)
7:30pm to 12:00midnight (Every Tuesday to Thursday)
7:30pm to 1:00am (Every Friday, Saturday & Eve of Public Holidays)
Tel: +607-221 9999 (Ext.5400)
Location: ZON Hotel, Level 5
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D. Palm Lounge
- Overlooking the Straits of Johor, this is the perfect setting for a casual meetingor family gathering for a light hearted meal.
Daily Operation Hours:
Dinner: 6:30pm to 12:00midnight
Tel: +607-221 9999 (Ext.5400)
Location: ZON Hotel, Level 5
E. Little Havana
Daily Operation Hours: From 3:00pm to 11:00pm
Tel: +607-221 9999 (Ext.5018)
Location: ZON Hotel, Level 5
F. Baccheus Wine & Cigar GalleryOperation Hours:
From 11:00am to 11:00pm (Every Sunday to Thursday)
From 11:00am to 12:00midnight (Every Friday, Saturday & Eve of Public
Holiday)
Location: ZON Hotel, Level 5
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LOCATION
Conveniently located within the heart of Johor Bahru City, Malayasia. there is plenty of
transport options to get to the ZON Johor Bahru.
- 10 Minutes from Singapore Causeway
- 15 Minutes from North-South Highway(Tebrau Exit)
- 45 Minutes from Senai International Airport
- 1 Hour from Changi International Airport
- 90 Minutes from Batam Island, Indonesia
- 150 Minutes from Bintan Island, Indonesia
We have 4 carparks with more than 1,000 carpark spaces, 700 motorcycle parking spaces and
8 bus parking lots to accommodate our visitors.
Parking Rates10:00am to 6:00pm: RM1.00 Per Entry
6:00pm to 10:00am: RM3.00 Per Entry
* Parking over 24 hours subject to hourly rate
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FACILITIES
Room Facilities:
Air Conditioned Hairdryer Internet Mini Bar Room Service Safety Deposit Box Tea / Coffee Facilities Telephone TV - In House Movies TV - Satelite / Cable
Deluxe Room:
Deluxe Rooms are fitted with a queen size bed or 2 single beds. Bathrooms have a bathtubwith an overhead shower.
Hotel Facilities:
Air Conditioned Bar Car Park Coffee Shop / Cafe Laundry Service Restaurant Shops
Internet & Business Facilities:
Business Centre Conference Facilities Wi Fi
Leisure Facilities:
Fitness Centre Massage Sauna Spa / Wellness Centre Swimming Pool
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FnB OUTLETS:
A great place to wine, dine & relax
Salt 'n' Pepper Caf Restaurant (level 5) Lotus Garden Chinese Restaurant (level 5) Palm Lounge (level 5) Palm Bistro (level 5) Little Havana (level 5) Baccheus Wine & Cigar Gallery (level 5)
ROOM SERVICE
BANQUETS:
Meeting, Incentives, Conventions & Exhibition Facilities
The Grand Ballroom Convention & Exhibition Hall 6 Function Rooms 2 Auditorium
OTHERS
FUN ZON
The Fun ZON is an elite project designed to bring fun and excitement in the city of Johor
Bahru to new heights and set unrivalled standards of quality and variety in entertainment.
Dedicated to wholesome fun, this prestigious and exciting element within the waterfront
leisure destination ofThe ZON Johor Bahru, is your first choice destination for dining,
recreation and total refreshment. Finally, here's a haven of happiness where locals or visitorsto Johor Bahru can enjoy a host of fun activities all within The ZON.
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ZON DUTY FREE
The ZON Duty Free is perhaps the only existing downtown duty free center in Southern
Malaysia with a very unique 'Airport in the City' concept.
Operating several duty free specialty outlets throughout the Mall, the ZON Duty Free offers
the widest selection of imported products at the most competitive prices.
Chocolates - Select from a broad range of well-known international brands, all imported with
quality assured
Alcohol - Fine wine, brandy, whisky, liquor, imported beers from around the world
Tobacco - Premium cigar and cigarettes
What Is Duty Free?
For eligible buyers, duty free implies exemption from import, sales or excise duties as
imposed by country's customs department.
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THE ZON MALL
Occupying 5 levels and more than 400,000 square feet of indoor retail space, the ZON Mallcomprises approximately 200 retail shop lots with a carefully planned tenant mix. With a new
entrance and atrium greeting customers, the ZON Mall sets customers' shopping comfort and
convenience as priority while adequately optimizing its variety.
The ZON Mall is committed to creating a unique shopping, leisure and
entertainment experience that will set new standards for Johor Bahru.
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ZON DEPARTMENT STORE
The ZON Department Store occupies a total of 150,000 square feet retail space over 5 levels,
offering a wide variety of merchandise from fashion apparel to household as well as
supermarket products.
A recent extreme makeover has completely transformed the Department Store into a
contemporary concept store, bringing new direction in lifestyle shopping. With attractive newlabels for a wider choice, spacious aisles for shopping comfort and emphasis on merchandise
display, The ZON Department Store has indeed created a new shopping experience for local
residents as well as visitors to Johor Bahru.
The Supermarket, located within the ZON Department Store, provides a wide selection ofmerchandise and with its realigned product placement, makes it much easier for shoppers to
locate what they want as well as giving shoppers a far more pleasant shopping experience.
In recognizing that its customers are the single biggest factor driving the business, the ZON
Department Store is committed to provide its customers
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Chapter 3:
1. FOOD AND BEVERAGE DEPARTMENT2. ORGANIZATION CHART OF FOOD AND BEVERAGE DEPARTMENT3. DUTIES AND RESPONSIBILITIES OF FOOD AND BEVERAGE DEPARTMENT4. PERSONNEL ATTRIBUTES OF FOOD AND BEVERAGE DEPARTMENT
STAFFS
5. RESTAURANT SERVICE
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FOOD AND BEVERAGE DEPARTMENT
The Food & Beverage department is the largest department on board comprising of various
areas working together to cater to our guests food and beverage needs. From mouth-watering
meals to deliciously refreshing cocktails, the food and beverage department works around the
clock to ensure our guests receive world class service, award winning cuisine and memorable
experiences at all our bars, restaurants and lounges. Entry level positions within this
department include waiters, cooks, bar servers, hotel stewards and galley stewards, however
there are numerous management and supervisory positions as well as opportunities for career
advancement.
Food and Beverage outlets
A. Salt and Pepper Caf Restaurant:Salt & Pepper Caf Restaurant, overlooking the Straits of Johor, has been recognized as the
longest caf restaurant in the country by the Malaysia Book of Records in 1999. It serves
international and Asian favorites. Buffet breakfast and dinner are featured daily while its Hi-
Tea Stretch every Saturday, Sunday and Public Holidays are highly popular, it serves local
favorites, continental dishes and sumptuous daily buffets.
Daily Operation Hours: 6:30am to 1:00amLunch: 12:00pm noon to 2:30pm
Weekend Hi-Tea: 12:00pm noon to 4:30pm
Dinner: 6:30pm to 10:30pm
Tel: +607-221 9999 (Ext.5106)
Location: ZON Hotel, Level 5
Promotion
Every Thursday, 02nd, 09th, 16th, 23rd and 30th.Buffet dinner for adult RM 50.00+ and 25.00+ for children
Theme is EAST TO WEST (6.30pm till 10.30pm)
Every Friday, 03rd, 10th and 17th.Buffet dinner for adult RM 50.00+ and 25.00+ for children
Theme is INTERNATIONAL BUFFET (6.30pm till 10.30pm)
Every Saturday, 04th, 11th, and 18th.Buffet dinner for adult RM 65.00+ and 35.00+ for children
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Christmas and New Year EVE Buffet Dinner, 24th and 31st
Buffet dinner for adult RM 90.00+ and RM 45.00+
Inclusive of party novelties and a bottle of wine for every 2 pax paying Adult
Christmas and New Year Buffet Hi-Tea, 25th and 01st
Buffet Hi-Tea for adult RM 45.00+ and RM 23.00+
(12.00 noon till 4.00pm)
Christmas and New Year Buffet Dinner, 25th and 01st
Buffet Dinner for adult RM 65.00+ and RM 35.00+
B. Lotus Garden Chinese Restaurant:An interior reflecting fine Oriental splendour and offering an even finer selection of Chinese
cuisine. Specialises in sharks fin and abalone dishes and live seafood. Open s daily for
lunch and dinner from 11.30am to 3.00pm and from 6.30pm to 11.00pm, respectively.Itoffers a fine selection of cuisine from across the Chinese provinces, available daily at A La
Carte prices for lunch.Daily Operation Hours:
Lunch: From 11:30am to 2:30pm
Dinner: 6:30pm to 10:30pm
Closed On Monday.
Tel: +607-221 9999
Location: ZON Hotel, Level 5
C. Palm Lounge and Bistro:Relax by the fountain and palm trees encircling the lounge and meet over coffee, tea or
cocktails under a sky-lit roof. Partake in light and savory snacks from the a la carte menu and
enjoy drinks at duty-free prices, from 11.00am to 1.00am daily. Happy Hours are from
5.00pm to 8.00pm daily while the resident band starts playing from 8.00pm to 12.15am daily.
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Palm Bistro:
- The only open concept lounge in Johor, offering a variety of snacks, cocktails and imported
beverages, accompanied nightly live music entertainment.
Daily Operation Hours: 11:00am to 1:00am
Band Schedule:
8:00pm to 11:45pm (Every Monday)
7:30pm to 12:00midnight (Every Tuesday to Thursday)
7:30pm to 1:00am (Every Friday, Saturday & Eve of Public Holidays)
Tel: +607-221 9999 (Ext.5400)
Location: ZON Hotel, Level 5
Palm lounge- Overlooking the Straits of Johor, this is the perfect setting for a casual meeting or family
gathering for a light hearted meal.
Daily Operation Hours:
Dinner: 6:30pm to 12:00midnight
Tel: +607-221 9999 (Ext.5400)
Location: ZON Hotel, Level 5
D. Baccheus Wine & Cigar Gallery:Operation Hours:
From 11:00am to 11:00pm (Every Sunday to Thursday)From 11:00am to 12:00midnight (Every Friday, Saturday & Eve of Public Holiday)
Location: ZON Hotel, Level 5
Promotion
50% discount after 9p.m 25% discount to hotel staffs 25%Zon community card discount Complimentary discount to
E.Sukhothai :
A Touch of Authentic Thai Cuisine Restaurant
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OTHERS
F. Little Havana Wine & Cigar Shop:Hand-rolled Cuban cigars, wine and champagne can be found in this delightful and cozy shop
opened daily from 3.00pm to 11.00pm. Items can be purchased, gift-wrapped or even ordered
for consumption at any of the hotels food and beverage outlets.
Daily Operation Hours: From 3:00pm to 11:00pm
Tel: +607-221 9999 (Ext.5018)
Location: ZON Hotel, Level 5
G. The Gallery and Eves Garden:The Gallery sells premium cognac, wines, imported beer and liquor at duty-free prices while
Eves Garden sells fresh and ornamental flowers, gift items, golf accessories and a variety of
basic necessities.
H.
Banquets:
Meeting, Incentives, Conventions & Exhibition Facilities
A variety of superbly equipped rooms to provide high flexibility and cater to the requirements
of conventions, conferences and meetings, the Zon hotel offers the largest convention and
banquet facility with capacity up to more than 1000 people.
The Grand Ballroom Convention & Exhibition Hall 6 Function Rooms 2 Auditoriums
Functions attended in banquets
Miss Tourism International(western set) Anwar Zen concert (dome set) Meetings and conference(set up) Chinese new year (Chinese set)
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Room Service
Room service is a personalized Food & Beverage outlet that is different from the other Food &
Beverage outlet, where only the in-house guests are served. Room service also may be described as
the food distribution system which emphasis right food, right room at the right time. Here, limited
item are served for 24 hours. The orders are taken through the phone, by the order taker, a cashier,
supervisory personnel or service personnel. The business hour is serving breakfast and it is the time
efficiency of this department is tested. The room service lies next to the main kitchen. It also provides
complimentary fruit basket and cookies to the guest on their arrival. The price of the menu in the
room dining is higher than of the restaurants because of the personalize service.
Since most of the guest talks mostly about the room service so, it becomes very much necessary for
the hotel to take maximum care for its efficient functioning.
Room service procedure
Order taker should attend the telephone on the 2nd
to 3rd
ring. Respond to call by identifying the department and wish as per the time of the day and
obtain the guest name and room number.
Always respond the guest with his/her name in a cheerful voice. Take order in K.O.T. If more than one phone call comes at time, pick all calls giving preferences to the first
caller.
All copies handled to chef de rang. Commis sets the trolley or tray selecting correct equipment. Order is picked up, waiter proceeds to the guest room. Check the room number, announce room service knocking gently. If there is DND sign or no response, then the guest is contacted from the floor
telephone.
With the guest as per the time and place the tray or trolley. Present the bill along with the pen. Inquire for more help. Then, inform and report to the office.
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Duties and Responsibities
1. Outlet Manager: Maintain the outlet facility clean and safe. Obtain customer feedbacks and recommend necessary outlet operational changes. Interview and hire associates for outlet operations. Schedule orientations and job trainings to outlet associates. Organize regular meetings to discuss about issues and updates. Analyze and resolve problems in a timely and accurate manner. Organize special events and entertainments to attract more customers. Address customer queries courteously and ensure customer satisfaction. Develop cost-effective operational plan to achieve outlet goals. Assist in cash handling activities and develop expense and revenue reports
2. Assistant Restaurant manager: Supervise and coordinate assigned shift; pre-meal meeting conducted with staff daily. Assist in overall supervision of the department. Check staff punctuality. Communicate with guests and receive feedback. Observe, teach, and correct staffs service.. Examine food preparation. Examine beverage presentation. Handle any guest complaint. Monitor timing of guest experience. Spot check liquor pars. Order daily supplies. Follow up on established training steps. Handle guest comments and complaints. Ensure guest satisfaction. Stay on the floor during peak hours.
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3. Captain: Inspect the cleanliness and presentation of all china, glass, and silver prior to use.
Check in with guests to ensure satisfaction.
Set tables according to type of event and service standards. Communicate additional meal requirements, allergies, dietary needs, and special
requests to the kitchen.
Maintain cleanliness of work areas throughout the day. Follow all company and safety and security policies and procedures; report accidents,
injuries, and unsafe work conditions to manager; and complete safety training and
certifications.
Ensure uniform and personal appearances are clean and professional, maintainconfidentiality of proprietary information, and protect company assets.
Welcome and acknowledge all guests according to company standards. Speak with others using clear and professional language, and answer telephones using
appropriate etiquette.
Develop and maintain positive working relationships with others, support team toreach common goals, and listen and respond appropriately to the concerns of other
employees.
Ensure adherence to quality expectations and standards.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 25pounds without assistance.
Stand, sit, or walk for an extended period of time. Perform other reasonable job duties as requested by Supervisors
4. Waiter: Check patrons' identification in order to ensure that they meet minimum age
requirements for consumption of alcoholic beverages.
Collect payments from customers. Write patrons' food orders on order slips, memorize orders, or enter orders into
computers for transmittal to kitchen staff. Take orders from patrons for food or beverages. Check with customers to ensure that they are enjoying their meals and take action to
correct any problems.
Serve food and/or beverages to patrons; prepare and serve specialty dishes at tables asrequired.
Prepare checks that itemize and total meal costs and sales taxes. Remove dishes and glasses from tables or counters, and take them to kitchen for
cleaning.
Present menus to patrons and answer questions about menu items, makingrecommendations upon request.
Inform customers of daily specials.
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PERSONAL ATTRIBUTES OF FOOD & BEVERAGE DEPARTMENT
Able to do manual on menial work. Willingness to serve. Capacity to take orders from his seniors. Cheerful attitude towards his work & people. Co-operation. Pride in his work. Must realize he is a representative of the organization & act in a manner which is
accordance with organizations status.
Honesty Courtesy Helpfulness
One of the most important attributes is the sense of urgency. Basically it means the capacity
of staff to do any work urgently, skill of doing right work at right time so time is saved &
organization is profited.
RESTAURANT SERVICE
PRODUCTIONFACILITIES
Managing food production is a major responsibility in every Food & Beverage departments. For the
food production in Zon Hotel, there is a main kitchen that is divided into the Asian Kitchen and
Continental Kitchen and a separate bakery section and a Cold section. These sections cook for the
entire restaurants, bars, lounges, and for the room service. But for the function areas..
BRIEFING
Briefing is a meeting of a restaurant staff prior to the opening of the restaurant. The captain is the
person who is directly responsible for the role of the stewards, thus he holds the responsibility. At the
briefing all the employees along with the trainees should line up for the inspection. The inspection
should include the following:
Uniform Shoes and Socks Hair Hands and Finger Face General waiters kit
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General waiters kit includes: writing pad, ball pen, bottle opener, waiters cloth and matchbox. These
are the things, which a waiter should never forget to carry.
A captain is a team leader who is always responsible for the performance of the stewards at their
service. He is also the main link between the junior staffs and the manager. Steward is the person who
does the actual service of Food & Beverage. He/she is the person who has to coordinate with the
kitchen staff as well. He/she takes the order from the guest and sees that the orders are placed received
and served in time to the guest.
In this session, the captain gives the instruction, checks their performance and receives suggestion or
problem of the staff. There are certain things that steward should always keep in mind before theirservice, such as:
Knowledge about the Food & Beverage items in the menu. Remember the last days Food & Beverage sale, number of cover sold, house
count, occupancy of the hotel and the name of the duty manager.
Knows the soup, main courses and dessert of the day. Should be equipped with waiters kit. Knows fully about the menu and beverage list.
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CHAPTER 4:
1. TASK PERFORMED PRACTICALLYRESTAURANT PREPARATION
2. PREPARATION AT DINNING AREAS3. ALLOCATION OF DUTIES AND RESPONSIBILITY4. TASK PERFORMED5. OUTLET HIERARCHY6. STANDARD PROCEDURE7. PAYMENT SYSTEM8. HANDLING GUEST COMPLAINS9. CHANGHING ASHTRAY10. SIDE STATION11. WIPEING GLASSWARE, CUTLERIES,CROCKERIES12.CASHERING13.TRAINING AND DEVELOPMENT14.BREAKEAGES POLICY15. PERSONAL GROOMING16.HOTEL COMMUNICATION17.UPSELLING TECHNICS18.GUEST COMMENT FORM19.CUSTOMERS EXPECTATION,DECOY SYSTEM,ITEM 8620.
PROJECT BASED PROBLEMS FROM GUEST AND STAFFS
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Analysis of Activities Done And Problem Solved
RESTAURANT PREPARATION
Some people think that, the duty of the waiter is to serve Food & Beverage only when guest sit at his
station. This is not true because even though his main job is to serve food, it will not be possible for
render his services in an efficient and satisfactory manner until and unless he has done some
preparation before the act. These pre-preparation duties can be divided broadly in three categories:\
1. Miseen-scenePutting into scene or Dressing the scene refers to preparing the environment of
the area in order to make it pleasant, comfortable, safe and hygiene, before eachservice session the restaurant should be made presentable enough to accept guest. The
supervisor and waiter should ensure the following mise-en-scene:
Carpets and floors are well brushed and hovered. All tables and chairs are serviceable. Table lights or wall lights have functioning bulbs.
2. Mise-en-placePutting into place or Dressing the place is the term attributed to the preparation of a work
place for ultimate smooth service. To ensure that the restaurant is ready for service, a station
comprises of a given number of tables which are attended by a given team of waiters. Thus
the restaurant may have several stations, each with a team of waiters. Also, before serving the
guest, the staffs should make the restaurant ready to serve. For this, he/she should care for.
a. Side-board PreparationBefore a restaurant opens, the side board must be equipped with following items:
Cold water in jugs with under plates and napkins to cover. All important proprietary sauce such as Worcestershire sauce, tobacco sauce,
tomato ketchup (the waiter should ensure that the necks of the bottle are clean)
Toothpick in (pony tumbler) toothpick holder. Sugar bowl for both brown and white sugar with tea spoon. Hot plates and order taking pads. Straws with straw holders. Pickles and chutneys. Ashtraysclean and polished Service spoons and forks. Extra cutlery of all kinds to be used on the tables. Salver and trays covered with napkin for service. Under plates, dolly paper.
Bread and butter plates, dinner plates. Spare restaurant linen of all types. Glasses Cloth napkins are folded and kept ready for service.
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b. Table LayoutBefore laying the cover, the table has to be clothed up with either tablecloth or the
tablemat is laid. There are two basic covers. They are:
i. A la Carte coverThis is a cover where cutlery and flatware for the meal is laid before each course is
served. There is variety of different approaches what is laid for this form of service.
But here is a traditional cover, which may include the following, several things:
Fish plate Napkin Fish knife Fish fork Side plate Wine glass Cruet set
ii. Table dhte CoverThis is a cover where cutlery and flatware for the meal is laid before the start of the
meal for all the courses that are to be served. There are some possible variation to
approach which is laid for the table dhte cover. But the traditional cover may
include the following things, for instance:
Soup spoon Joint knife and joint fork Sweet spoon and sweet fork Side plate and side knife Water goblet Wine glass Napkin Cruet set
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PREPARATION FORSERVICE AT THE DINING AREAS
There are several of duties to be carried out before the service commences and varied
according to the particular Food & Beverage service area concerned. A duty Rota indicating
the task and duties to be completed before service is allotted to every staffs. So, the staffs are
always responsible for their job. The list of possible task and duties is shown below:
Supervisor
Check the booking diaries for reservations. Make out the seating plan for the day and allocate customers accordingly. Make out a plan of the various stations and show where the staff will be working. Go over the menu with staff immediately before service is due to commence. Check that all duties on the duty Rota are covered and that a full team of staff is
present.
Housekeeping
Every day, vacuum or brush the surrounds whatever required. Clean and polish doors windows and glasses. Empty waste bins and ash trays. Polish all brasses. Dusting of all furniture and fixtures.
Linen
Collect the clean linen from the housekeeping department, check items against list. Distribute them to the various service points, laying tablecloth, tablemats, folding
napkins, tray mats, etc.
Ensure that stocks are sufficient to meet needs.
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Crockery and Cutlery
Collect all the cutlery, flatware and hollowware from the steward. Cleaning and wiping of various cutlery, flatware and hollowware. Checking and wiping of side plates, saucer, etc. The checking of crockery according to the menu and service requirements. Preparation of service plates for sideboards. Preparation of stocks of crockery for sideboards. Side plates. Tea/Coffee saucers.
Those cutlery, flatware and hollowware may include the cleaning of the following things:
Service Spoon Joint/ service Fork Sweet spoon and Sweet Fork Soup Spoon Tea/Coffee spoon Fish Knives and Fish Forks Joint Knives and Side Knives Tea, coffee and milk pot Vegetable dishes of various sizes and shapes.
Cruets, Ash trays, Table numbers and Butter dishes
The collection cruets, ashtrays and table numbers and butter dish.
Hacking, filling and polishing the cruets. The laying on tables of cruets, ashtrays, table numbers and butter dishes with knives,
according to headwaiters instruction.
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ALLOCATION OF DUTIES AND RESPONSIBILITY
The restaurant staffs are scheduled in two shifts, morning and evening. They have to run in
their duty roaster, which involves scheduling the staffs, working hour per and day off. All the
staffs are allotted with a different job, which they have to perform every day. For example:-
Before service
Wiping cutlery and crockery Setting of tables and cover Buffet setup and pickup Collecting and exchange of linen
During service
Order taker Server Soil pickup
After service
Buffet takeout Setting of table and cover for another meal Wiping cutlery and crockery and stock in side station. Linen exchange
The duty roaster is maintained as in two shifts in the morning and one in the evening:-
Morning shift6:00 AM14:00 PM
7:00 AM15:00 PM
Evening shift15:00 PM23:00 PM
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Task performed: Practically
Outlet (Salt n Pepper Caf Restaurant)
Advocated as The Longest Caf Restaurant in the Malaysian Book of Records 1999, it
overlooks the Johor Straits with a breath taking view of Singapore over the Straits. The
Salt n Pepper Caf Restaurant offers an extensive a la carte all day dining menu
offering local, continental and Asian cuisines.
An oasis of sumptuous spread of buffet dishes, The Salt n Pepper Caf Restaurant is
renowned for its daily theme buffets be it lunch or dinner, our guests are spoilt with achoice of lavish offerings.
Location : 5th Floor
Seating Capacity : 220 persons
Interior : Contemporary Setting
Music : Piped in Music
Schedule of Operation : Breakfast6.30am to 10.30am
Breakfast Buffet6.30am to 10.30am
All day dining11.00am to 12.30am
Lunch Buffet12.00noon to 2.30pm
Hi-Tea Buffet12.00noon to 4.00pm (weekends / PHs)
Theme Dinner Buffet6.30pm to 10.30pm
Type of Food Preparation : Local, Continental & Asian Favourites
Service Presentation : Chinaware / S/Steel Cutleries
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OUTLET HIERARCHY OF SNP RESTAURANT
Trainee
Mana er
Assistant Mana er
Su ervisors
Ca tains
Waiters
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STANDARD PROCEDURE OF SERVICE
Steps 1-
Welcoming Guest
Procedure
Welcome guest with a warm and sincere smile.
Greet guest cheerfully & according to thestandard greetings and use guests name orsalutation if known/possible.
Good Morning Mr. or Ms. Tan / Dr.Murgan / Dato Ahmad / Tan Sri / Puan Sri / YB /Tengku / Tunku / Your Excellency.
Enquire from guest whether he has made
reservation if yes, ask guest for his name andcheck against the reservation book to verify thebooking.
Once confirmed, lead guest to his designatedtable.
If no reservation, enquire from guest the nos. ofperson and his preference of smoking or non-smoking area.
If there is a table for him proceed to lead guest to
the table.
Arrange tables & seats to accommodate theguests, politely ask guest to wait. Once thearrangement is completed, proceed to lead guests
to the designated tables.
Standard
Courtesy displayed.
Standard greetings accordingly to time of day.Good Morning 12.01am to 11.59amGood Afternoon 12.00noon to 5.59pmGood Evening 6.00pm to 11.59pm
Good Night to use only when guest leave theoutlet after dinner.
Guest appreciates when name or salutation isused.
To confirm with guest on the reservation. Alwaysused guests name since identification is known.
Lead guest to correct table.
Ensure guest preferences are met.
Lead guest to correct table
Ensure guest preferences are met.
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Steps 2-
Leading Guest To Table
Procedure
Politely ask guest to follow you to the assignedtable, holding the menu in your left hand andright thumb pointing the way. (Always usedguest name or salutation throughout theconversation)
Walk with grace, in a moderate pace whenleading guest and always check to ensure theguest is not far behind.
Do PR with guest (short talk) by introducingtodays special or house specialties or food
promotions.
Standard
Mannerism/courtesy displayedOur Malaysian culture of showing the way.Guest appreciates when name or salutation isused.
Do not rush the guest. Do not swing around.
Up-selling skill displayed
Always move towards the right if you are encountering a head-on traffic.
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Steps 3-
Sit The Guest
Procedure
Always sit ladies first before gentlemen. Elderlybefore younger. Guest before host. Children arealways last.
If there is little child, politely ask the parentswhether a high (baby) chair is required. If yes,then ask the station waiter to delivery one to thetable.
Put the chair out for the guest and to gently push
the chair in when the guest is about to sit.
Check with parents to place the high chair. Assistin sitting the child and remove the cutleries &
china where the child is sitting.
Standard
Courtesy displayed.
Anticipating guest needs.
Assisting guest & courtesy displayed.
Avoid untoward incidents.
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Steps 4-
Presenting Menu
Procedure
Position yourself nearer to guest right side andexcuse yourself before presenting the menu withyour right hand. Move in clockwise direction ifpresenting to the round table or long table seating.
Ensure the guest has a firm hold on the menubefore completely releasing the menu.
After presenting the menu, recommend todaysspecialties, promotions or house specialties.
Encourage guests to visit the buffet line byintroducing the today/tonights theme buffet.
Excuse yourself from the table and inform thatthe captain/waiter will take their order.
Standard
Service convenience.
Avoid dropping on guest.
Displayed up-selling skill to increase averagecheck.
Courtesy displayed
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Steps 5-
Beverage Order
Procedure
The order taker approaches the table. Greets
the guests & introduce yourself. Inform guests
while they are going through the menu, offer
guests to take their beverage orders.
Good evening, ladies & gentlemen, my name
is Ahmad. May I take your beverage/drink
orders, please
If guest ask for recommendation
We have most of the tropical fruit juices
available here. Can I get you the watermelon
juice, madam?
Our house red wine is light and slightly dry
and excellent with most food. Can I get both
of you a bottle, sir?
Repeat the beverage orders to the guests.
Thank guests for the orders and assure their
beverages will serve shortly. Excuse yourself
while guests continue to read the menu.
Standard
Courtesy displayed. Instead of serving plain
water, order taker can increase guest average
check.
Standard greeting.
Displayed up-selling skill to increase
average check.
Displayed up-selling skill to increase
average check.
Avoid wrong orders.
Courtesy displayed
Captain Order with perforated stubsitems are written from last stub up.
Individual Captain Orderitems are written on individual copy.
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Steps 6-
Beverage Order(Micros)
Procedure
The beverage orders are keyed into the POS
machine located at the side / cashier station
by the order taker/cashier on duty.
Ensure the beverage orders are keyed in
correctly as the orders are printed out at the
bar counter.
Bartender prepares the drinks accordingly to
the print out.
Bartender attached a copy of the print out on
one of the glasses on the bar counter after
preparation.
Waiter checks the drink orders & arrange the
drinks as per cover number on beverage tray.
If coasters are used, placed in on the tray.
The print out is put in a box at the bar
counter before leaving the counter to thetable.
Standard
Depending on the number of POS machine
available.
Check to confirm correct orders.
Check print out before preparation.
Correct drinks for correct table.
Prearrange drinks for service convenience.
For check & balance during closing of shift.
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Steps 7-
Beverage Order(Captain Order)
Procedure
From the captain order (perforated stubs), the
first copy (white) is sent to the bar counter.
2nd copy (yellow) is retained by the order
taker or kept at side station for reference.
3rd copy (green) is sent to the cashier counter
for billing purpose.
Bartender prepares the drinks accordingly to
the captain order.
Bartender attached the captain order on one
of the glasses on the bar counter after
preparation.
Waiter checks the drink orders & arrange the
drinks as per cover number on beverage tray.
If coasters are used, placed them on the tray.
The captain order is put in a box at the bar
counter before leaving the counter to the
table.
Standard
Correct usage of captain order (stubs)
Bartender prepares drinks accordingly.
Correct drinks for correct table.
Prearrange drinks for service convenience.
For check & balance during closing of shift.
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Steps 8-
Beverage Service
Procedure
Carrying the beverage tray on your left hand,
the waiter approaches the guests and excuseyourself before serving.
Always serve lady first and gentleman/host
last.
Move closer towards the right side of guests
and transfer the drinks from tray by serving
the guests right side using your right hand.
Introduce the beverage to the guest before
placing on the upper right hand corner of the
placemat. Place coaster first if required.
Repeat the service process in a forward
direction i.e. clockwise direction.
After all beverages served, wish guest an
enjoyable drink and excuse yourself.
Enjoy your drinks madam/sir or cheers!
Standard
Correct service procedure & courtesy
displayed.
Correct service procedure.
Correct service procedure.
Confirming correct drink served.
Avoid untoward incidents.
Courtesy displayed.
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Steps 9-
Placing Beverage
Procedure
All beverages should be dispensed out
immediately after an order is transmitted to
the bar.
Thus, the printed orders/captain orders are to
be arranged accordingly in a neat row.
To place all beverages at pick-up counter
together with the respective printed
orders/order slips.
After waiter picks up the beverages, the
printed orders / order slips are placed into a
proper container.
At the end of each shift, beverage staff will
record down in the Beverage Sales
Book/Sheet the beverages and quantity sold
according to the printed orders / slips.
Standard
All beverages should be made on a first
come first serve basis.
Station waiter able to identify the respective
tables beverage orders.
To have a proper system and control.
Sales inventory at end of each shift should
tally with the cashier report.
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Steps 10-
Food Order
Procedure
While guests wait for the beverages/drinks to
be served, the order taker approaches the
guests for food orders or when guests are
ready to order their food.
Excuse yourself once again. Stand in a
straight posture next to each guest and never
bend your body to explain the dishes if
required.
Repeat food orders to each guest after taking
respective orders and seek permission from
guest to remove the menu before taking the
next order.
Always move in a forward position while
taking food orders for a long table/round
table.
If smaller table for 2 persons, order taker need
not have to move.
After all food orders taken, thank the guests
for their orders and assure their food will be
delivered shortly.
Standard
Read guests body language
Confident displayed on food knowledge.
Avoid wrong orders.
Courtesy displayed
To avoid unnecessary accident.
Courtesy displayed.
Captain Order with perforated stubsitems are written from last stub up.
Individual Captain Orderitems are written on individual copy.
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Steps 11-Food Order(Micros)
Procedure
The food orders are keyed into the POS
machine located at the side / cashier station
by the order taker/cashier on duty.
Ensure the food orders are keyed in correctlyas the orders are printed out at the kitchen
side.
Sections chef prepare food accordingly to the
print out.
Chef/barker attached a copy of the print out
on the plate at the respective section pick-up
counter after preparation.
Waiter checks the food order & arranged the
food as per cover number on service tray
together with sauces/compliments (if
available)
The print out is placed in a box at the kitchen
counter before leaving the counter to the
table.
Standard
Depending on the number of POS machine
available.
Check to confirm correct orders.
Check print out before preparation.
Correct dishes for correct table.
Correct compliment/sauce for food ordered.
For check & balance during closing of shift.
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Steps 12-
Food Order(Captain Order)
Procedure
From the Captain Order (perforated stubs),
the first copy (white) is sent to the kitchen
counter.
2nd copy (yellow) is retained by the order
taker or kept at side station for reference.
3rd copy (green) is sent to the cashier counter
for billing purpose.
Sections chef prepare food accordingly to the
captain order.
Chef/barker attached the captain order on the
plate at the counter after preparation.
Waiter checks the food order & arranged the
food as per cover number on service tray
together with accompanying condiments (if
available)
The captain order is put into a box at the
kitchen counter before leaving the counter tothe table.
Standard
Correct usage of Captain Order (stubs)
Different preparation of food section.
Correct dishes for correct table.
Correct condiments for food ordered.
For check & balance during closing of shift.
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Steps 13-
Food Service
Procedure
Carrying the service tray, the waiter
approaches the guests and excuse yourself
before serving.
If there are more dishes, bring along a tray
stand and placed it near the guests table or
send the food to the side station.
Always serve lady first and gentleman/host
last.
Move closer towards the right side of guests
and served the dish with your right hand from
right side of guests.
Announce the dish before placing it in front
of the guest on the placemat.
Repeat the service process in a forward
direction i.e. clockwise direction.
Wish guest a pleasant meal and excuseyourself. Please enjoy your meal,
Sir/Madam
Standard
If there are one or two dishes, serve directly
to guest.
To support the tray (more dishes mean the
tray is heavy)
Correct procedure.
Correct procedure.
Correct food ordered by guest. The main
meat must be directly in front of guest.
Avoid untoward incident.
Courtesy displayed.
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Steps 14-
Clearing Dish
Procedure
Check with guests whether they have
finished the meal. Excuse Sir/Madam, have
your finished your meal and may I clear your
plate
Place used cutleries on soiled plate and
removed from the table using your right hand
from the right side of guests.
Transfer the soiled plate to your left hand
while clearing the next with your right hand.
Never pick cutleries by crossing thecustomer face (unless necessarycorner
table)
Repeat the clearing process in a forward
direction i.e. clockwise direction.
If the load is too heavy, transfer the soiled
plates to side station / soiled trolley or
directly to the stewarding area.
Continue the process until all cutleries &plates are completely removed from table.
Wipe the table with a clean cloth & under
liner.
Standard
Courtesy displayed & confirmation with
guests.
Correct service procedure
Correct service procedure.
Never inconvenience the guests.
Avoid untoward incidents.
Never strain yourself.
Complete clearance of unused cutleries &
plates.
Correct service procedure.
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Steps 15-
Dessert Order
Procedure
The order taker approaches the table with the
menu & open the menu for desserts section.
Mr. Tan, here is the menu for dessert
Recommend to the guest todays special or
house specialties.
I strongly recommend the oven baked apple
pie a la mode topped with.
Can I get you one, Mr. Tan
How about a cup of freshly brewed coffee togo with
Thank the guest for the order.
Repeat the orders to the guest.
Continue the same process with other guests
on the same table.
If guests refuse dessert, always offer
coffee/tea as replacement.
Thank guests for the orders and assure their
orders will serve shortly.
Standard
Convenience for guest to read the desserts.
Courtesy displayed.
Displayed up-selling skill to increase average
check.
Courtesy displayed
Avoid wrong orders.
Ensure all guest orders are taken.
Displayed up-selling skill to increase average
check.
Courtesy displayed
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Steps 16-
Dessert Service
Procedure
Carrying the service tray with desserts, the
waiter approaches the guests and excuse
yourself before serving.
If there are more desserts bring along a tray
stand and placed it near the guests table or
send the desserts to the side station.
Always serve lady first and gentleman/host
last.
Move closer towards the right side of guests
and served the dessert with your right hand
from right side of guests.
Introduce the dessert to the guest before
placing it in front of the guest on the
placemat.
Repeat the service process in a forward
direction i.e. clockwise direction.
Wish guest a pleasant meal and excuse
yourself. Please enjoy your desserts
The waiter prepares coffee/tea and serve to
guests with hot milkin small milk jug The
cup & saucer must be placed on the upper
right side of the placemat. The milk jug in the
center of table.
Standard
If there is one or two dessert, serve directly
to guest. Courtesy displayed.
To support the tray.
Correct service procedure.
Correct service procedure.
Ensure correct desserts served to guests.
Avoid untoward incident.
Courtesy displayed.
Correct service procedure.
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Steps 17-
Dessert Clearance
Procedure
Check with guests to clear dessert plates.
Excuse Sir/Madam, may I clear your plate
Place used cutleries on soiled plate and
removed from the table using your right hand
from the right side of guests.
Transfer the soiled plate to your left hand
while clearing the next with your right hand.
Never pick cutleries by crossing thecustomer face (unless necessarycorner
table)
Repeat the clearing process in a forward
direction i.e. clockwise direction.
If the load is too heavy, transfer the soiled
plates to side station / soiled trolley or
directly to the stewarding area.
Continue the process until all cutleries &plates are completely removed from table.
Always ask guests for another cup of
coffee/tea.
Wipe the table with a clean cloth & under
liner if required.
Standard
Courtesy displayed & confirmation with
guests.
Correct service procedure
Correct service procedure.
Never inconvenience the guests.
Avoid untoward incidents.
Never strain yourself.
Complete clearance of unused cutleries &
plates.
To increase average check.
Correct service procedure.
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Steps 18-
Presenting Bill
Procedure
When guests have completed the meal, ask
cashier to prepare the bill according to the
captain orders.
Cashier to check the print out bill to ensure
all in order and place it in respective slot.
When guest ask for bill, waiter collect the
bill from cashier and to confirm the table
number & all orders are printed.
Place the bill in bill folder.
Approach the host and present it from the
right side of guest by opening the folder and
pointing the thumb at the total amount.
Never read the amount out unless asked to by
host.
Collect cash / credit card from guest or guest
may sign to his room accounts / bill to
company / city ledger.
Thanks the host for payment and proceed to
cashier for change / credit card imprint.
(Please refer to Payment Of Bill)
Standard
Standby the bill.
All items recorded & printed accordingly.
Confirming the bill is correct.
Correct procedure.
Highlighting to guest the amount.
Some hosts do not like their guests to know
the amount.
Different payment mode.
Courtesy displayed & for cashiers duty.
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Steps 19-
Billing (Cash Payment)
Procedure
Waiter returns to cashier counter with cash in
the bill folder.
Cashier confirms the amount and returns
correct change & a copy of the bill into thebill folder.
Waiter checks the change and bill in the
folder.
Approach the guest table with bill folder and
place it in front of the host.
Ask the host to check the change and stand a
short distance away from the guest. Do not
wait for tips.
After guest collect change & bill, approach
the host and thank all guests while collecting
back the bill folder and return to cashier
counter.
If guests leave the restaurant, wish guest
farewell. Thank you madam/sir, have a
pleasant day/evening and please do visit us
again.
Standard
For cashiers duty.
Confirming the change is correct.
Confirming the bill & change is correct.
Correct procedure.
Confirming with host on his change back.
Courtesy displayed
Courtesy displayed.
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Steps 20-
Credit Card Payment
Procedure
Accept credit cards that are recognized by
hotel.
Waiter returns to cashier counter with guests
credit card & bill in folder.
Cashier insert card into the credit card
machine and wait for approval code & follow
instructions as directed by the machine.
Always print 2 copies of the credit card
slips/vouchersone for cashier & one for
guest.
Cashier placed guest bill, credit card &
voucher in bill folder.
Waiter checks bill, credit card & voucher are
correct before approaching guest table.
Open bill folder, ask host to sign the voucher.
Check the signature against the credit card.
Return the bill, credit card & voucher to host.
Thank all guests while collecting back the bill
folder and return to cashier counter.
If guests leave the restaurant, wish guest
farewell. Thank you Mr. Tan /sir/madam,
have a pleasant day/evening and please do
visit us again.
Standard
For cashiers duty.
Follow credit card machine instructions.
Correct procedure.
Ensure all in order.
Confirming all in order.
Courtesy displayed. Ensure guest signs on
dotted line. Address guest by his name.
Courtesy displayed.
Courtesy displayed.
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Handling Guest Complain
Procedure
Using the HEAT method to handle guest
complaint.
Hear attentively to guest complaint and do not
interrupt. Note down the complaint.
Empathize with guest about he is feeling on the
complaint. Thank guest for highlighting the
problem to you.
Apologize to the guest
Take corrective action with guest approval. Agree
on the solution and act on that solution.
Check back to make sure guest is satisfied and
thank the guest.
If otherwise, inform guest that his complaint shall
be brought up to the Manager/Superior.
Standard
All complaints handled in a courteous and
professional manner.
Listen attentively and maintain eye contact.
Understanding the guest will calm him down.
Courtesy displayed.
Never blame other individuals or departments.
Accept the responsibility for rectifying the
situation.
Agreed on corrective action.
Problem resolved to guests satisfaction.
Information channeled to high authority for
corrective action.
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Side Station
Procedure
The side station must always be well stocked
with the outlets established mise-en-place.
This may include the following:
Inside cabinetlinen napkins, tablecloth, BB
plate, coffee cup & saucer, spoon, chopstick,
fork, knife, sugar sachet, toothpick, etc.
The top of the stationashtray, water
pitcher, ketchup & chili bottle, serviette,service tray,
The replenishment of mise-en-place must be
at least almost completed before the next
shift takes over.
Side station must always be kept cleaned at
all times.
Standard
Ensure smooth service operation.
Items placed inside and on top of station will
depend on the size of station and as per
established arrangement.
Service staff are responsible for their
respective station.
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Wiping Plates,Crockery,Cutleries and Glassware
Procedure
To collect plates and crockery from the
stewarding area.
Stack all plates nicely on the trolley and
transport slowly to pantry area/back lane.
Wipe all plates front and back with a clean,
dry cloth.
After wiping, stack and arrange the plates onthe counter.
To collect cutleries from stewarding area.
Carry cutleries rack carefully to the back
lane.
Wipe all cutleries with a dry cloth by holding
the handle with one end of the cloth.
Arrange cutleries orderly in a separate rack.
To collect glassware from stewarding area.
Stack glass racks on trolley and transfer to
back lane.
Fill up hot water in container/water pitcher.
Steam glassware and wipe.
Hot the stem or bottom of glass/goblet with
one end of the dry cloth and insert the
remaining cloth into the glass.
Put your thumb into it and the four fingers
outside.
Wipe by turning clockwise direction a few
times.Place the dry clean glassware onto a service
tray.
Standard
Never use a Room Service trolley for this.
Change cloth if too damp.
Never stack too high.
Cutleries drop on floor are returned for
washing.
Dip cutleries in hot water (container) to
remove stubborn stain.
Proper cutleries rack used.
Do not over stack.
For stubborn stain on glassware.
To remove stubborn stain.
Proper wiping procedure.
For replenishment to side stations.
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Cashering
A. Floats money: To ensure full control of float money. Unauthorized person is prohibited from handling the cash. Cashiers are to record in the log book the float money, during the change of
shift.
B. Cash collection: To ensure the amount to be submitted tally with managers report and
witnessed by manager.
Submission from on the safe deposit must also be witnessed.
C. Billing: Cash the bill and match the total to manager report. Any void must be properly explain and approved by manager/person in
charge (signature).
Discount given in base of entitlements Penalty for missing/undercharge/overcharge.
D. Tobaccos: Log down in a cigarette record book. Handover shift to be recorded. Any shortage is the responsibility of the cashier in charge.
Standard procedures of cashier
Start the duty with counting float money. Open bill before fire order. Close bill immediately, no hanging bill in system. Ensure guest signature on the bill for room charge, member, city ledger and credit
card settlement.
Check for the guest validity, room number against guest name, letter of undertaking,account receivable, discount and membership number.
Balance cashiering with manager report, casting all settlements, make sure total same. Close batch for credit card after each shift, total same with bills
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TRAINING AND DEVELOPMENT
B