Recursos naturales degradados y sus causas

(inclusive of wired broadband) Executive Deluxe

RM550.00++ per room night (inclusive of wired broadband) Junior/Studio

Suite

RM650.00++ per room night (inclusive of wired broadband)

Table 10: Embassies Room Rates JW Marriott Kuala Lumpur

iv. Room Rates The-Ritz Carlton Kuala Lumpur (Embassies Rate)

ROOM TYPE ROOM RATE

Deluxe per room per night RM480.00++

(include with butler service and wired broadband)

Executive Deluxe per room per night RM550.00++

(include with butler service and wired broadband)

Grand Deluxe per room per night RM850.00++

(include with butler service and wired broadband)

Premier per room per night RM950.00++

(include with butler service and wired broadband)

Table 11: Embassies Room Rates The Ritz-Carlton Kuala Lumpur

Step 4: Follow Up

Following up with the guest is one of the vital phases of planning for a function. The first thing to be done in following up is to ensure that the guest has indeed obtained the quotation from the hotel. Due to technological breakdown, sometimes faxes or emails are not received. Thus, it is important for the Sales Coordinator to follow up with client.

60 Step 5: Negotiation

After the client received and reviewed the proposal, the will be a negotiation between both parties especially about the rates and quotation offers. In this phase, it is very important in creating a win-win situation and there might be an adjustment to be done. The adjustment normally will consist of details below and will be sent to the client accordingly. The client later will states their agreement on the accommodation rates, meeting packages, hall rentals, separate rentals of AV equipment’s by signing the terms and conditions on the proposal and revert back to the Sales Coordinator.

 Revised Proposal

 Revised Floor Plan

 Pro Forma Invoice

Step 6: Payment

In the proposal, there will be statement and details about the deposit that the client need to pay in advance to secure their place as well as the cut-off date. Payment can be in the form of cash, credit card or bank draft. Besides that, clients who wish to make payment by cheque are required to forward the hotel a copy of the bank slip for reference. For a company who already have an account and good relationship with the hotel before, they may just send a Letter of Undertaking (LOU) and normally used by the Government Agencies. In addition to that, confirmation for payment can also be made by deposit or credit card authorization.

Step 7: Preparation and Distribution of the Banquet Event Order (BEO) and other related documents.

For internal circulation and client references, the BEO is prepared sequentially after the confirmation has been done by the guest. If obtained, the LOU can be attached together with the BEO along with the proposal. The BEO contains all information about the function disseminated to all departments. The other documents that need to be prepared and distribute along with the BEO are Artist Job Order, Purchase Order, Business Center Job Order, Floor plan and Change Form.

61 Step 8: Day of the Function

During this stage, it is a must for the Sales team to meet up the organizer to ensure that everything is running smoothly. If case there is a problem occurred, then the salesperson should manage it within acceptable time and manner. Other than that, by meeting up the organizer it will show the hotel desire in anticipating client’s needs and requirements.

Step 9: Full Payment

Once the function is over, payment needs to be done accordingly based on the terms mentioned in the Confirmation Letter and the BEO. The payment will be collected by the Banquet Captain or Banquet Assistant Manager and later will be forwarded to the Accounting Department. Besides that, the salesperson will also need to send the client a thank you letter as a token of appreciation for the business they have provided for the hotel and indicate the hotel’s intention to further cultivate the relationship between the hotel and the guest.

The diagram below is the summary of the process explained below:

Figure 9: Event Planning and Job Flows

Inquiries Blocking Events Generating Proposal Following up Negotiating Payment Preparation of BEO and Documents Day of

62 2.2.3 CONCLUSION

In a nutshell, my internship in the Sales Department has achieved my goals and objective where I wanted to obtain new and valuable experience for me. To be in the real industry is not like what we have been learning in classes even though it is similar based on theory. The lessons that I received in classes has equipped me with certain knowledge in order to survive in the real position, and I was glad that I had the exposure of being in the management side of the hotel.

The department was superbly managed, and the department has taught me how to me improve myself in order to raise the service standard that they deliver. Handling lots of workloads, become the key player of the team, learning how to communicate and attract customer and gain business for the entity has made me a ready to enter the working life.

Under this department, I came into guest contact under a few circumstances. They include:

i. Meeting and greeting the organizer and the attendees of an event in a few conditions such as welcoming them at JW Marriott Kuala Lumpur, having informal conversations, inquiries and others.

ii. Handling complaints from the attendees or organizer. iii. Communicating via phone calls and emails.

iv. Sales visits.

v. Bringing guest for site inspections and discussions.

vi. Encounter clients and guests at the Conference Center floor.

As a conclusion for this section, I would like to state that I personally feel that the department is not facing any problems with its operation and based on my observation, the flow of work is above the standard which perfection is their key to success and also minimize the spaces for mistake. Each associate are fully aware of their tasks and responsibilities performing their job well.

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In conclusion, I believe that a successful Sales person needs to have a professional, strong and good public speaking skill since their job scope includes them with large amount of communication imperative to verbal and written communication. A Sales person also needs to possess creative skill and reinventing himself in order to survive in the dynamic environment. He also need to have a good people skill, which he should be able to communicate as well as interact with other working professional including colleagues and clients of the hotel. Organizational skills and computer knowledge is a bonus and come in handy in order to be a good Sales person.

64 3.0 MISCELLANEOUS

Besides the facilities and services mentioned above, the hotel also offer memberships for its guests. There are two (2) different memberships offered, they are:

Marriott Rewards Program

Marriott Rewards is the loyalty program offered by Marriott International, Inc. It allows members to earn reward points or airline miles by staying at participating Marriott brand hotels, in addition to other membership benefits. Members can also earn points or miles for groups or events they book at participating Marriott brand hotels.

Members receive benefits such as priority hotel check-in and member-only specials. Frequent travelers can also earn ―elite level‖ benefits with Marriott Rewards, including room upgrades, bonus points or miles, and special gifts. There are four ―elite‖ levels—Silver, Gold, Platinum and Platinum Premier which is the highest level based on the number of nights stayed at Marriott hotels each year. Platinum Premier, although not officially listed, is said to be the top three percent (3%) of Marriott Rewards Platinum members based on the number of nights stayed at Marriott hotels each year and tenure in the Marriott Rewards program.

Rewards points can be redeemed for any of over two hundred and fifty (250) reward options, including future hotel stays at Marriott brand hotels, merchandise, cruises, spa or golf packages, and more. There are no blackout dates for hotel reward stays at participating locations. Members who choose to earn miles can redeem them with over thirty (30) United States and international airlines.

65 YTL Platinum Plus

YTL Platinum Plus program is a brand loyalty program introduced by YTL Hotels and Resorts in order to create a lasting bond and relationship between the organization and guests. The cardholder may redeem wonderful rewards and a host of existing YTL community privileges from wining and dining to luxurious hotel accommodation, attractive premiums and complimentary holiday destinations, including private helicopter and yacht tours. With the minimum annual membership fees of RM150, cardholders will collect points every time they patron any of the YTL properties.

Reward points will be recorded in the cardholder account for any purchases of qualifying goods and services and every RM1 they spent, they will receive one (1) point. It is also applicable for members to own an exclusive home or property with YTL Homes. Every RM100 spent on YTL Homes property entitles member to receive one (1) point.

66 4.0 S.W.O.T ANALYSIS

Strength:

i. Level of Services

At JW Marriott Kuala Lumpur, the levels of services delivered are specially crafted to leave the memorable experience and impression to the guest. Associates are emphasized on taking the guest for extra mile with the empowerment that provided by the

management. It shows how enthusiastic the management is in order to achieve maximum guest satisfactions. Based on my reviews on the Internet, it shows that besides the hotels room and restaurant, the level of services is the major reason why they are coming back to the hotel.

ii. Brand

The JW Marriott brand is a household name, recognized by the whole world. Guest know what type of product and services they will be having, thus make them patronizing the hotel. JW Marriott stands for luxury, upscale services to cater anyone’s needs and

requirements. To be under the YTL Hotels also, has made the hotel well recognized with the effort taken by the organization in order to make sure the JW Marriott Kuala Lumpur is still the happening hotel in town.

iii. Positions

JW Marriott has established itself on a very comfortable position, with loyal guest all over the world and business partners everywhere. It is the preferred venue for any VIP’s or international events and accommodations, with a bright profile of services.

iv. Product

To be in the same complex with Starhill Gallery and The Ritz-Carlton Kuala Lumpur, JW Marriott is truly a unique hotel with potpourri of products offered. From the

accommodation, restaurants, services, gymnasium, award winning spa, banks, boutique, and clinics to a household shop, there is nothing you cannot find in JW Marriott Kuala Lumpur.

67 Weakness:

i. Salary

Even though the management was efficient and supportive, but in terms of salary offered to the associates is considered very low. By comparing it to the other five (5) star

establishments in Kuala Lumpur and the workloads that they are facing, the salary offered is not worth it. It is simplest reason why the turnover of associates is rising currently, and soon it will lead to lack of staffs and other major problem to the hotel.

Opportunity: i. Location

Located at the heart of Kuala Lumpur Golden Triangle, it is the most happening place in town with millions of crowds gathered here every day. Perfect with luxury style and living, the location also easily accessible with various public transportations. Just a few minutes away from Kuala Lumpur City Center, Pavilion, Lot 10, Sungei Wang and many others tourist attraction contributed to its success.

ii. Product

The JW Marriott Kuala Lumpur is currently under one hundred percent (100%) renovation, with the smallest detail taken care of. Expected to be fully ready by early next year, Kuala Lumpur will witness the comeback of JW Marriott Kuala Lumpur as the number one hotel in Malaysia.

Threat:

i. Competitors

Bukit Bintang is too crowded with numbers of upscale hotels stands, and led to tight end competition in the area. Every hotel is trying to penetrate every single opportunity, and in order not only to survive but to stand out of the competition is far more difficult. With a few more hotels coming to town such as Grand Hyatt Kuala Lumpur which currently under construction, the competition is expected to rise.

68 ii. Brand

Even though JW Marriott brand is well recognized, but it is also harmful. Haunted by the JW Marriott and The Ritz-Carlton Jakarta terrorist bombing disaster, the hotel is exposed to danger at all time.

69 5.0 OVERALL CONCLUSION

With regards to my enrolment as a trainee during my internship period at JW Marriott Kuala Lumpur, I am expecting to learn and grab as much knowledge as I can. I aimed to become versed with something that I did not have chances to gain in classes, and focusing more on grooming myself to the management side. My working experience in hotel industry before really helps me a lot in understanding and making a fair comparison on how to develop my career in the future. Honestly, I am trying to escape from being in the department that I have learnt in classes before and also operational department. I am more interested in penetrating opportunities in the management level such as in the Sales Department.

Luckily, I managed to be in the Banquet and Sales Department which I truly do not have any experiences before in fact I considered the opportunity is once in a blue moon. Experience in planning while I was in the Banquet Department and applying it in the Sales Department really helps me a lot during my internship period. I personally feel that I achieved my aim to understand the hotel operation, grooming myself onto the corporate ladder, enhancing my knowledge and communication and managing my career in the future.

The internship I have just went through have made up my mind that hospitality industry is my cup of tea, and the passion that I instill since secondary school really reinforce me to involve in this industry. I will definitely pursuing my career in hotel, especially the management side or Administration level. I believed that one day I will achieved personal goal where I want to be a General Manager at international chained five (5) star establishments.

Referring to the syllabus that I have learnt in UiTM and comparing it to the internship experience that I received, I believed some of the subject prepared me with knowledge needed such as Food and Beverage Management 1 and 2 (HTH130 and HTH230), Food and Beverage Service 1 and 2 (HTH135 and HTH235). In the other words, the skills and knowledge equipped about the Food and Beverage really helps me going through my internship in the Banquet Department. For Hospitality Sales and Marketing (HTH366), it does help me in understanding very brief about the department, but I personally feels that it does not prepared me enough.

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During my internship training, the knowledge that I received is vast and really valuable. While I was in the Banquet Department, I was glad that I managed to be as a Banquet Captain which involves more on planning, guiding and assigning work. Without a very minimal knowledge that I have about Banquet, my stint in the department really helps me in understanding more on the overall department scope and their contribution to the hotel. As a Banquet Captain, I was taught about Audio Visual equipment’s, setting up function room, dealing with event organizer in order to make sure the event will went smooth, planning, briefing, assign assignment and many others. In the Sales Department, I managed to gain precious experience in skills and knowledge. As a salesperson, experience dealing with customer really taken in points where it will develop yourself in how do you present your property as well as yourself. Enhancing my verbal communication, sales skills, negotiating skills, self-confidence are just a few things that I managed to gain at the department.

Personally, I believed that a good hospitality manager must possess certain skills to be capable in handling daily operation of the organization or entity and the first skill is problem solving and decision making skill. A manager should know how to solve problem, knowing the method to use and to analyze the effectiveness. Second is planning skill where a manager should manage and develop relevant goals, objective, strategies, resources and budget. Thirdly is delegation of responsibility which will benefit the organization. Fourth is a good communication internally and externally. Good experience may also come in handy where the experience can be implemented to the organization. Flexibility, patient, interpersonal skill is just a few skills that may help a manager to be successful.

Briefly, I would like to express my gratitude to all JW Marriott associates especially Banquet and Sales Department for supporting in during my internship training at the hotel. They willingly teach me and share all the skills, experiences and knowledge both practically and theoretically. As the only intern who managed to be as Banquet Captain, they allowed me to perform my duties and having my back with my decision and treating me as the permanent staff. Besides that, the daily briefing sessions conducted by the department also gave me an insight on how things should be done, according to procedure.

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In connection with my experience and observation so far, the syllabus that is used at the Hotel Faculty is relevant enough to equipped students with the necessary skills and knowledge to enter the hospitality industry. Even though the syllabus is still relevant, it is too conventional to be taught to students. Hospitality industry in getting more dynamic and trends are changing, same goes to the syllabus. Syllabus shall be kept but modified based on current industry requirements. Ongoing assessment and practical classes should be added and reinforce with the latest knowledge and skills from the current industry. With example, serving classes should include with banqueting knowledge and constant practice should be emphasizes.

In a nutshell, I am satisfied with the experience I gained during my internship period. The experience I gained definitely valuable and priceless in order to equip me in developing my career path in the future. Two and half years of study really paid off, and I am sure that the hospitality industry is really my cup of tea.

72 APPENDIXES

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Appendix 3: Hotel Building Exterior 1 Appendix 4: Hotel Building Exterior 2

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Appendix 6: The Bellman _{Appendix 7: Hotel Atrium}

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Appendix 9: Hotel Lobby Appendix 10: Deluxe Room 1

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Appendix 15: Studio Suite _{Appendix 16: VIP Suite}

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Appendix 19: Boardroom Appendix 20: Business Center

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Appendix 23 : Shook! Restaurant

80 Appendix 24 : JW Marriott Proposal

Appendix 25 : JW Marriott Room Rates Agreement Appendix 26: Banquet Event Order

Appendix 27 : Coffee Breaks Menus Appendix 28 : Corporate Rates 2010

In document PLAN DE DESARROLLO TURÍSTICO DEL CANTÓN SUCÚA (página 35-39)