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INDUSTRIAL TRAINING REPORT
1.0 STUDENTS BIODATA
1.1 NAME :
Siti Athirah Binti Che Ghani
1.2 IDENTIFICATION CARD NO. :
860621-29-5412
1.3 STUDENT NO. :MDB 05-01-009
1.4 HOMES ADDRESS :
No. 137, Blok 6 Jalan Kenanga, Felda Kemahang 3,
17510 Tanah Merah, Kelantan.
1.5 AGE & GENDER :
21 Years Old
Female
1.6 NAME & ADDRESS OF COMPANY :
Naza Hotel Melaka
No. 177, Jalan Tun Ali
73000 Melaka.
1.7 DATE & DURATION OF INDUSTRIAL TRAINING :
4th June 24th August 2007
3 Month ( 82 days )
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2.0 ACKNOWLEGEMENT
Alhamdulillah Grace is upon Allah swt the Almighty, with HIS
blessings, my Industrial Training Report have successfully finished and ready to
submitted on 10th August 2007.
Im Siti Athirah Binti Che Ghani wish to thank to my lovely college
Kolej Professional Mara Melaka for organize this Industrial Training Program
and giving me a chance to change myself from being a student to be an
employee for the organization. It is very helpful for me because I can implement
what I have learned before at KPMM in practically. Thank you to all my D1 until
D5 lecturers. Especially to Pn. Alina my Academy Advisor for this training
program. A lot of thanks to you for your help and giving me an advice before and
after I start my practical traning.
I also would like to thank to Naza Hotel Melaka for accepting me to
be a Trainee at Sales Department and Purchasing Department. Thanks for give
me an opportunity to expose myself in the working environment. I wish to thank
to the Hotel Manager, Mr.Hassan Ismail. During my 1
st
day at hotel in SalesDepartment, he always give me a direction how to work, always follow up my
performance day by day and briefly explain to me about the product of the hotel
and show me all the department including the Ballroom, other function rooms and
all rooms that Naza Hotel have.
Also not forgotten to all Sales Department Team. They are Pn.
Rozlin, En.Azizulilmi (Sales Executive), Ms.Angela (Sales Coordinator) and
acting as my supervisor. Thanks a lot to all of you especially to Kak Angel for
teach me how to make a quotation, follow up calls, and the process to prepared
Event Order. To Kak Lin and En.Zul, thanks for being my mentor within 2 month
at your department. Im very appreciated it.
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Thank you to Pn.Raziah (Purchasing Clerk) for teaches me to open
Purchase Order (PO), Purchase Requisition (PR), and Payment Voucher (PV).
This is the important element in Purchasing. Thanks for your trust and for your
valuable advice Kak Azie. To Puan Shobha (Admin&HR Exec) and Kas Ass
(Asst. HR) thank you for giving me all the relevant information about the
company and take care of me along my training program at the hotel.
Lastly, a million thanks to my parents for the support and give me
the monthly pocket money. Thank for the trust and let me do my Industrial
Training at Melaka. Also to my friend that always being with me when Im
needed.
Thanks a lot guys.
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3.0 INTRODUCTION
3.1 ABOUT THE PROGRAM
Industrial Training Program is the new learning
syllabus which is compulsory to all KOLEJ PROFESIONAL
MARA students. The Industrial Training Program is
compulsory to all students started from batch 2005. This is
one the requirement from Lembaga Akreditasi Negara (LAN)
as a condition for Diploma conferment.
This is carried out with learning session by Semester
6 student except for the student that have to continue their
study in semester 6. Before final semester examination, the
academy advisors for each course are organized the
Taklimat Pra-placement for all KPMM future practical
student. They only can enjoy their holiday for 1 to 2 weeks
only before starting their Industrial Training Program on
Monday on the first month of June or December.Duration of Industrial Training is about 10 to 12 week
(2 - 3 month) depend on the company. After that, the
scope of work must relate to the syllabus during learning
session in the college. Other than that, the students are free
find and choose their own choice on the place/company. The
chosen company must fill the following conditions :-
- Registered company under SSM.
- The company must have their own premise not
working at home.
- Government agency and state and statutory
body.
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The assessment is give for four(4) credit hour on GPA and
the valuation are based on the Log Book (20%), Attendance
(10%), Training Report (50%) and Supervisor Report (20%).
Those who get not more than 60% from the above
component are eligible to get an A in Industrial Training
Program.
3.2 OBJECTIVE / PURPOSES OF INDUSTRIAL TRAINING
The main objective / purpose of Industrial Training Program
are as follows :-
1. Industrial Training is one of the ways to improve the
student skills in terms of their communication,
attitude, discipline and their skill of work.
2. KPMM will produce quality students that have a
qualification to expose in the world of business and
working environment.
3. The students can learn a lot regarding the business,the way to manage the business and company
account. At least the students have a value adding in
their working experience that can help them in the
future.
4. Otherwise, the student can communicate very well
with others also will make a new friends and a lot of
business contacts that very helpful in the future when
needed.
5. Will manage themselves to be more efficient,
committed on work, active and responsible.
6. Able to settle the entire task given and also able to
make a good decision when in problems.
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7. Be creative, innovative, sincere, can generate an
ideas and able to think something out of the box.
8. To balance and implement the knowledge from
college to the organization in practically.
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4.0 ABOUT THE COMPANY
4.1 NAME OF THE COMPANY :
Naza Hotel Melaka
4.2 ADDRESS :
No. 177, Jalan Tun Ali
73000 Melaka
4.3 TELEPHONE & FAX. NO
TEL : 06 288 2288
FAX : 06 288 2289
4.4 TYPE OF BUSINESS, REGISTRATION NO. & COMPANYS
REGISTRATION DATE
NAZA HOTEL MANAGEMENT SDN BHD was registered
under Company Act 1965 on 1
st
of June 2001.The Companys Registration No. : 549185 W
Naza Hotel Management also was registered with
Kementerian Kewangan Malaysia under the sub items as
follow:-
- 080100 Bahan Minuman
- 080501 Makanan Bermasak Islam
- 220210 Hotel Management
- 221708 Loundry
- 010201 Stationary
- 220208 P.A System
- 220204 Exhibition & stage Management
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P.A System, Projector, white board & flip chart, standing,
table and wireless microfon.
4.5 STATUS OF COMPANY
Sendirian Berhad (SDN BHD)
4.6 OWNER / BOARD OF DIRECTORS
Naza Group of Companies has 6 Board of Directors. They
are :-
Tan Sri Dato Seri SM Nasimuddin SM Amin
Puan Sri Datin Seri Zaleha Ismail
Dato Haji SM Shafiuddin SM Amin
Dato Haji SM Shalahuddin Ayubi Azad SM
Amin
Dato Haji SM Zulkifli SM Amin
Tan Sri Datuk Abdul Aziz Ismail
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4.7 ORGANISATION CHART / STAFF
SALES DEPARTMENT
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SALES EXECUTIVE
ROZLIN MOHD TALIB
MARKETING EXECUTIVE
MOHD AZIZULILMI DAUD
SALES COORDINATOR
ANGELA ANAK ARING
10
HOTEL MANAGER
ABU HASSAN ISMAIL
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ACCOUNT DEPARTMENT
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PURCHASING
RAZIAH BINTI SENIN
HOTEL MANAGER
ABU HASSAN ISMAIL
ACCOUNT CLERK
MOHD NIZAM JOHARI
ACCOUNT ASSISTANT
NUR SALILA BINTI SALIH
ACCOUNT EXECUTIVE
SAIFUL SHAH RAIZA
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4.8 VISION & MISSION OF COMPANY
Naza Hotel
Vision Statement
To be a preferred business hotel by providing friendly
hospitality and an efficient service to our valued guests, thus
achieving our financial goals for the owners and business
associates.
Simply Means ;
A 3 star hotel with 5 star service
Naza Hotel
Mission Statement (Credo)
We will provide the finest personal service to all our
guests
We will treat our guest and fellow colleagues with
respect and dignity, extending a warn and sincere
greeting and bid a warm farewell to all guests.
We will own every guests complaint and will do our
best to resolve it to the guests satisfaction.
We will use the guest name al all times if and when
possible
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We will create pride and joy in our work place and is
responsible to create a work environment of
teamwork
We will responsible for the cleanliness in our working
area
We will be ambassador of our hotel in and outside of
the workplace.
We will take pride and care of our personal
appearance.
4.9 HISTORY OF THE COMPANY
Naza Group of Companies is a well known motor
trading and property development company, which began
operations in 1974 in Malaysia. Naza Group is the franchise
holder forSouth Korea's Kia vehicles in Malaysia. Naza have
rebadged Kia's Carnival and Carens vehicles as Naza Ria
and Citra respectively for Malaysian market. The group is led
by Nasimuddin Amin who is also the founder the company.
Naza Corporation Sdn Bhd was incorporated in year
2005. It is a new entity under the Naza Group of Companies
established to distribute, sell and service its range of locally-
made cars, Naza Sutera, Naza Bestari and its future models
through its network which consists of 68 sales outlets and
supported by 35 service centres for after sales service
nationwide.
Naza Corporation Sdn Bhd is also exporting its
products to other countries through its current Appointed
International Dealers such as Malta, Cyprus, Sri Lanka,
Brunei, India, Bangladesh, South Africa, United Kindom,
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http://en.wikipedia.org/wiki/Malaysiahttp://en.wikipedia.org/wiki/South_Koreahttp://en.wikipedia.org/wiki/Kia_Motorshttp://en.wikipedia.org/wiki/Malaysiahttp://en.wikipedia.org/wiki/Kia_Carnivalhttp://en.wikipedia.org/wiki/Kia_Carenshttp://en.wikipedia.org/wiki/Nasimuddin_Aminhttp://en.wikipedia.org/wiki/Malaysiahttp://en.wikipedia.org/wiki/South_Koreahttp://en.wikipedia.org/wiki/Kia_Motorshttp://en.wikipedia.org/wiki/Malaysiahttp://en.wikipedia.org/wiki/Kia_Carnivalhttp://en.wikipedia.org/wiki/Kia_Carenshttp://en.wikipedia.org/wiki/Nasimuddin_Amin -
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Pakistan, Nepal, Singapore and other ASEAN countries.
Naza Corporation Sdn Bhd will continue sourcing for a
suitable business partners in penetrating and promoting their
vehicles worldwide.
5.0 MAJOR OBSERVATION
Major Policies / Procedures / System used
5.1 MANAGEMENT
Based on my observation within 3month at Naza
Hotel Melaka, I found that the main procedures make by En.
Hassan is Management Briefing every morning starting at
9:00 am to 10:30 am. All the Head of Department are
compulsory to attend the meeting and minute will take by
Hajariah (Secretary).
En. Hassan will give the HOD briefly explanations
about the sales and will discuss about the problems arise
between the staff and etc. At the meeting also, HOD have to
present report with suggestion to improve the hotels
services especially. For example:
Sales Department: Puan Rozlin and En.Azizulilmi
will attend the HOD Briefing. They will present about the
sales either calls in from organizer or sales make by them.
Basically they will show to En.Hassan the Weekly Function
Forecast. Other than that, they also discuss about their
target sales for the month of June, July & August 2007. For
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June & July, Sales Department exceed target. It gives the
hotel a lot of revenue before the huge renovation on August.
With that En.Hassan very proud with Sales Department
especially to Ms.Angela, Pn.Rozlin and En.Azizulilmi.
Account Department: Normally En.Saiful Raiza Zam
Zam will attend the morning briefing. He will present the
revenue report such as the Breakdown for Rooms, Daily
Earning Report, and Daily Cashier Report. Basically he also
discusses about the Credit Note, Local Order and not forgets
about the problems happen related to the payment by the
organizer. In Account Department, it is happen almost
everyday.
Human Resource Department: Attend by Puan
Sobhasini. She will stress about the thing that related to the
workers, discipline, and very concerned with the late comers,
attendance and time card. She will compound all the late
comers which is exceeding 3 times come late to the hotel.
Security Officer: En. Haris are normally attended to
the meeting. He always discusses and gives a suggestionregarding the parking site. The parking lots are always giving
him the problem when the Hitech investors come to collect
their money at Naza Hotel Melaka. Especially on 7th, 14th,
21th and 30th every month. When it come to that date,
parking lot are not enough to staff to parking their car.
Food & Baverage Department: Either En.Saifuddin
or Azizan Azmee will attend the meeting. Normally, they will
present about the profit made by the F&B including the sales
from Kaferia. F&B also one of the departments that always
giving profit to the hotel. Because their valued guest are not
only from in house guest but also walk in guest that having
their lunch or dinner at Naza Hotel Melaka Kaferia.
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Front Office Department: Attend by En.Ramli. He
will present report about the guest check in and check out
and room reservation every day.
Kithen : Attend by Chef Faizal. Discuss the problem
about the food with the way to solve it and always talk about
meals arrangement.
The major policies that I found from my observation
are ;
The primary objective of Naza Hotel is to provide the best
possible service to the Hotels guests and make their stay a
memorable one. In order to accomplish this objective, the
hotel must be staffed with adequate well trained employee.
Candidate seeking employment in the Hotel are selected
through the process of the interview based on related
qualification and experience regardless of race, religion, sex,
culture, custom or creed. It is the Hotel policy that make by
management to employ the right person for the rightposition. It is important to select people with the right attitude
and commitment to quality service.
The procedures that used by Naza Hotel Management for :-
Termination of Employment Contract.
The worker may terminate the employment by giving written
notice during probationary within 14 days notice. On & after
conformation is 1 months notice. The notice must be give to
HR Executive and Hotel Manager.The employee upon
resignation or termination shall observe and comply with
procedure relating to such circumstance. Hotels property
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shall be duly returned including uniforms, shoes, employee
identification card and handbook.
Retirement.
All employees shall retire at age of 55 years. In the absence
of birth certification, employees date of birth shall be that
shown on his national Resignation Identity card for the
purpose of determining the retiring age. If only the year of his
birth is stated, he shall deem to have born on the 31 st
December of that year.
Sources Of Information.
I found that the Staff Notice Board is along the corridors and
information of important, new development and activities of
the Hotel are displayed on that notice board. The staffs also
always approach their Department Head or the HumanResources Department to clarify or seek information relating
to their job, problems or grievances, Hotels policies and
regulation or any matter which they are not sure of.
Working Hours.
Naza Hotel Melaka is operate on a 24 hours basis and the
staff are required to work on straight shift or split shift which
is from 8:30am to 3:00pm (morning shift) and 3:00pm to
3:00pm to 11:00pm (night shift). For management and admin
staff, their working hours are from 9:00am to 5:30pm. Other
than that, the staff also must not exceed the time limit
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granted for meal breaks or other such approved breaks from
work.
Nazas staffs also are not allowed to linger around the Hotel
premises more than 45 minutes before or after the shift time.
Attandance / Time Card.
Time card is the most important thing because the staff
cannot cheat their HOD. The staffs who are required to
document his attendance and punctuality shall record such
particular on his time card upon entering the Hotel premises.
Tampering with, removing or retaining any time card is a
serious misconduct. Human Resources Executive was very
concerned about the card. The staff will be liable to
disciplinary action for habitual late coming and will be
deemed to be absent if he is late in reporting for duty 30
minute or more.
Benefits.
Clinical Naza Hotel Melaka was appointed Klinik Famili
and Klinik Mawar as companys panel doctor for all staff.
Only in the event of emergency the companies reimburse
staff for treatment at non-panel doctor.
Employment Provident Fund (EPF).
All staff are required to contribute to the EPF at the current
statutory rate of 11% of their basic salary upon joining the
company. The companys contribution to the EPF shall be
12%.
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SOCSO.
All staff earning a monthly salary of RM2000.00 or less are
required law to contribute to the SOCSO upon joining the
company. The staff earning more than RM2000.00 a month
nad have previously contributing to SOCSO on the basis of
Once In Always In.
Annual Leave.
General Manager & above - 25 days
Executive, Manager & Senior Manager - 21 days
General Worker - 14 16 days
SAFETY & SECURITY
Exit Pass
The staff is not permitted to leave the Hotel premises whilst
on duty or during meal or tea breaks without a valid Exit
Pass approved by authorized personnel (Department Head,
Human Resource & Hotel Manager)
Parcel Pass.
The staff is not permitted to bring into the Hotel personnel
property or items or remove any property or items or articles
unless a Valid Parcel Pass is approved by an authorized
personnel (Department Head, Human Resource, and
General Manager).
5.2 OPERATION
I have been in two departments for the operation side. I was
at Sales Department for two month and one month left I was
transferred in Purchasing Department.
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The major procedures used by the SALES DEPARTMENT :-
Since two month I was in Sales department, I have
learned a lot regarding how to make a good sales and how
to entertain customer. In my observation about, I was found
the Major Procedures used by Sales Department regarding
the function in the Hotel.
Basically, all the call in from the organizer which is
interested to organized a seminar or other function in Hotel,
the reception will pass the call to Sales Department. Second
step, the sales executive or sales coordinator will note down
all the details such as the callers full name, full address,
company name, contact no. is very important, type of
function, no. of pax, function date, hall setting required and
meals arrangement.
After all the information taken, the sales coordinatorwill make a quotation and she will state together all the items
that the organizer required complete with the price. Then,
sales coordinator will fax the quotation to the organizer.
When the function date comes close, the sales executive
have to call and follow up with the organizer regarding the
function. On that time the organizer have to confirm whether
they want to proceed or cancel their function. If the organizer
is agreeing to precede their function in the Hotel, the sales
executive will ask his coordinator to fax the confirmation
letter to the organizer. After they received the confirmation
from Naza Hotel, the organizer have to sign the confirmation
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and faxed back to us with the detail about the function such
as list of candidates, backdrop and mode of payment.
A next procedure is, after received the confirmation
and all the details from organizer. Sales coordinator will
proceed with the event order (EO). Event order is very
important because every thing related to the function was
stated there. For an example, the function name, date, no.of
pax, authorized name, mode of payment, meals
arrangement, backdrop, hall setting with the basic equipment
needed and so on. Event order has to distribute to every
each of the department. Before the department head take
the event order, they must sign into the EO distributed book
for the safety to sales department. After the all the
department received the event order, the HOD have to make
sure that his staff do their work as stated in the event order.
If the organizer wants to change arrangement, cancel
or add accommodation, sales executive have to make anAmendment to inform every department about the new
changes of the function. Amendment has to distribute quickly
to every department to make sure the function going
smoothly and successfully.
Major procedures used by PURCHASING DEPARTMENT :-
As what I can see after 1 month at Purchasing
Department, I realize that sales and purchasing are different
scope of work. Job specification for purchasing is to order
thing or items from a supplier based on the department
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request, take care of two store that are stationary store and
wet store and to settle payment to the supplier.
There a several procedures that used by the
purchaser to order items from the department request to give
a payment to the supplier. Normally, the purchaser will order
items for kitchen department and chef almost everyday will
give the market list to make an order. Firstly, chef d cuisine
will return the market list and also the list of the items
needed to the purchaser. After that, purchaser will fax the list
to supplier. Once the purchaser delivered the entire goods
request from the supplier, the supplier will issued the invoice
to the purchaser.
After that purchaser will authorized chop and
Photostat all the invoice. The purchaser will kept the original
copy to precede the process of payment and the Photostat
copy will gave to En. Saiful. Then, he will key in the entire
supplier name and the amount to the IFCA system. After thathe gave it back to the purchaser to filing in the creditor list
file. Next step are, the invoice have to chop with 3 authorized
personnel. There are the HOD that requests the goods,
Account Executive and Hotel Manager to approval. The
purchaser have to make sure that they sign the invoice after
order the goods start with the signature of the HOD, followed
by En.Saifuls signature and the most important is the
approval from the Hotel manager.
After get the approval from Hotel Manager, Purchaser
will open Purchase Order (PO) and Purchase Requisition
(PR). Purchase Order are open to the small item that always
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request or the basic item for kitchen such as source, onion,
meat, powder, salt & sugar and etc. all the items have to fill
in the PO in a details including the quantity, unit price and
total. While the Purchase Requisition is open if it is a direct
order from the department. All the PO and PR have to have
the approval from the Account Executive and Hotel Manger
also. If not, the purchaser cannot simply order the goods.
Next, the purchaser will open Payment Voucher (PV).
All the details about the supplier must key in the format such
as the company name, authorized name, account no., the
amount and the invoice no. After print out the PV, the
purchaser has to sign, the give to Account Executive to sign.
Then, the PV has to double check with the cash machine to
make sure that the amounts in the PV are same with the
invoice. Also have to make sure the name is correct because
when it wrong, the supplier will return back to the Hotel and
the purchaser have to issued the new PV.
After that, the purchaser will make a PV summary
before she courier all the PV. Those PV will courier together
with the photocopy of PV summary. It is because, with PV
summary, HQ can easier check whether the PV is in the
envelope or not. After all the procedures done, the PVs are
ready to courier to the Naza Hotel Management Sdn. Bhd
(HQ) and once the HQ delivered the PVs, the account
department will issued cheque on the name of supplier and
courier back to Naza Hotel Melaka attention to Purchasing
and the purchaser will give the cheque to the supplier. It was
the last procedures for Purchasing Department.
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5.3 MARKETING
Sales Department are appointed department to handle all
the process of marketing in Naza Hotel Melaka. Based on my
observation, I found the several types and ideas from Sales
Department team has done to market hotel and make a profit for
hotel based on the several celebration in Malaysia. The promotions
that Naza Hotel Melaka has done are as follow:-
Fathers Day Hi-Tea Featuring The Academy House Band
This is the huge promotion and celebration that Naza Hotel
Melaka has done for the year 2007. All Sales Department
team include some workers from F&B Department was
distributed flyers to all the selected area and near to Naza
Hotel Melaka. For an example Taman Cempaka.
Buffet Ramadhan Promotion
Have distributed to all by the staff and general workers, this
special promotion are valid on 17th September to 12th
October 2007. The price is at RM 30.00 nett per person (10
paxs + 1 free).
The target Market that has been recognized by En. Hassan Ismail
(Hotel Manager) is from Government Servant and Corporation
Company and Travel agent.
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5.4 FINANCE
In my observation, Account Department are used IFCA
System as the major database in the Hotel to record any
transaction regarding the Creditors, Debtors, Receipt, Paid
out voucher, Daily earning report, Daily cashier report and
Summary report.
Major procedures used by ACCOUNT DEPARTMENT :-
Account Department and Sales Department are inter
connected each other regarding the function procedures.
After the function finished, normally the organizer will settled
the full payment after received the Hotel Invoice. So that, the
account assistant will check back the Event Order about the
payment then she will print out the invoice and statement of
account and courier to the organizer. All the details about the
organizer, account will check with sales.
All the internal receipt relating to the function, account
department will keep and filing together with the statement ofaccount for reference. If the organizer wants to make a
payment, the account clerk will post the Debit Note to the
organizer. Then, if the payment is trough bank in to the Naza
Hotel Management Sdn. Bhd account no. the account clerk
will ask for a proof either fax of post the bank slip or other
payment transaction to the Hotel.
Account Executive will record and key in all the data
regarding the payment from the organizer into IFCA
Database System. So that it will make his work easier to
present report to Hotel Manager and easy to make a Closing
an account every end of the month.
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6.0 STRENGTHS, WEAKNESSES, OPPORTUNITY & THREATS
OBSERVED. SWOT ANALYSIS OF THE OVERALL
ORGANIZATION.
STRENGTHS
Conveniently located just 1 km from Melaka Sentral
(Terminal Bus Station) within short distance are Tesco
Hypermarket, Hang Tuah Mall and Business Centre.
Can be the ideal stopover for a visit to the historical city of
Melaka.
Very high capital investment.
Already establish for more than 5 years.
Bumiputra Company which is the owner is Tan Sri Dato Seri
SM Nasimuddin SM Amin.
Have many branches in Malaysia and abroad. There are
Naza Hotel Melaka, Naza Hotel Penang, Naza Hotel Johor
Bharu. Also two branches in USA, Naza Hotel Management
Corporation Ramada LTD and NHCA Inc. Sheraton LA
Harbor Hotel Ltd.
Well known among other Hotel Management, competitors
and customers.
Have qualified and skilled workers in every department.
WEAKNESSES
No improvement in Lobby, Rooms and Office decoration.Still used the same decoration for many years ago especially
in guest rooms.
Administrative planning is not systematic. Many workers are
not doing their job effectively but the person in charge just let
them go.
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Not enough workers on banquet department (F&B).
High in financing cost.
Communication breakdown between the staff and the
manager (HOD). Not to work in a team as what Tan Sri had
said. Misunderstanding always happen between them
especially in management office staff.
OPPORTUNITY
Naza Hotel Melaka has a potential to be the latest 3 star
hotels with a 5 star services.
Be able to expose and compete with the world of hospitality
services.
Able to produce a member of a team of dedicated workers
bent in maintaining standards and providing an Excellent
Services.
THREATS
From my observation, the main threats that Naza Hotel have
are from the big competitors Golden Legacy Hotel. The 5
star Hotel with a super excellent service. The room rates
between both Hotels are not different very far. For Standard
Deluxe Room, Naza Hotel Melaka offer RM135 on weekdays
where as Legacy Hotel offer RM145.
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7.0 7.1 WHAT DO YOU LEARN / YOUR WORK EXPERIENCE /
DESCRIPTION OF TASK.
Working at Naza Hotel Melaka as a Trainee to complete my
Industrial Training Program is a very meaningful to me. It is
the best experience that I never had before.
I was learned a lot at Naza Hotel especially at Sales
Department. I have learned how to survive in the business
world, what is actually business environment, how to making
a business with a good intention. They also teach me the
right way to entertain customer and how to manage our work
to be more efficient and complete on time. With that, Im also
can improve myself to be more competent in business and
working environment. Im also has improve myself to be
more brave, confident to talk in front and not shame to
generates idea with the communities.
Beside that, my conversation and communication in English
was improved very well. Luckily I had a supervisor (Kak
Angela) that always talked with me in English and always
beside me to guide and teach me all things about the sales
in Hotel. Ive learned to make Quotation, Event Order, Event
Board Signage, Amendment and how to answering a phone
call from the organizer.
WORKING EXPERIENCE
During three month doing my Industrial Training Program at
Naza Hotel Melaka, I have had a very extreme working
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experience that I never had before because this is my first
timer expose in working environment. Ive make a new
friends or a matured friends that thought me about the real
life, real working environment and about the responsibility to
the company. I also have much new business contact that
can help me at the future in my own business.
In my first day at Sales Department, Kak Rozlin has show
me all the department that Naza Hotel have such as Food &
Beverage Department, Front Office Department, Kitchen,
Housekeeping Department, Maintenance, Account
Department, Human Resource and Security. After that, Kak
Angela teaches me how to use Photostat machine and fax
machine. In sales department, I used this entire machine
almost everyday to Photostat Event Order, Amendment, and
all document that relating to the function such as list of
candidates, undertaking letter and bank slip.
Other than that, my working experience at sales is to assistSales Manager in organizing sales activities, Help Kak
Angela to handle and monitor the group and convention
chart. To review sales productivity, incentive, promotion
program regularly. To set up sales calls, attend and
organizes sales calls. Help Sales Coordinator to Photostat
Event Order and distributed to every department and screen
daily sales reports and providing appropriates remarks. To
handling all correspondence addressed as well as that
assigned by Sales Manager. To understand & implement the
Hotel Vision Statement, maintain the current information and
complete knowledge as to the Hotels facilities and services.
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In Purchasing Department, Ive learned to open Purchase
Order, Purchase Requisition, Market List, and Payment
Voucher, filing Market List, Supplier quotation and creditors
file. During at Account Department Im just doing the basic
job such as filing the Paid Out Voucher, filing the Night Audit
report, Daily Cashier report and Daily Earning report. Help
them to courier Payment Voucher, Invoice, Debit Note and
Statement of Account.
DESCRIPTION OF TASK
Sales Department
To answering a sales calls and to take down all the
details about the caller regarding the function as well.
Such as name, company name, type of function, no.
of pax, function date and contact no.
To make a quotation and the information or details
about the function must refer to the Sales Manager
first. Will fax the quotation after Sales Manager approved
all the details with the price are completed.
To take down messages for sales Personnel during
their absent.
Help Sales Coordinator to precede Event Order after
received the confirmation and payment from the
organizer.
To Photostat the Event Order, under taking letter and
bank slip.
Distributed all the Event Order complete with the
undertaking letter and other information related to the
function to every department.
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Preparation of weekly and monthly function forecast.
To filing the Past Event Order, Daily HODs Briefing,
Daily Earning and Sales Memorandum.
Account & Purchasing Department
In Purchasing Department, Ive learned to open
Purchase Order, Purchase Requisition, Market List,
and Payment Voucher.
To filing Market List, Supplier quotation and creditors
file.
Help Kak Azie to take care of two stores, Dry Store
and Stationary Store.
To record the PV Summary in a record book before
courier to the HQ.
To record all transaction after received cheque from
HQ for the payment to the supplier and to record the
amount and cheque no into the supplier book record
after they received the payment.
During at Account Department Im just doing the basic
job such as filing the Paid Out Voucher, filing the
Night Audit report, Daily Cashier report and Daily
Earning report.
Help Account clerk to courier Payment Voucher,
Invoice, Debit Note and Statement of Account to the
debtors.
Filing the copy of Debit Note into the Debtors List file.
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7.2 RELEVENCE OF COURCES TAKEN AT KPM TO
PRESENT WORK EXPERIENCE
1) Information Technology Fundamental (Semester 1)
- Learn the basic used of Microsoft Word, Excel, Powerpoint
and Internet. This subject was much related with my work at
Naza Hotel Melaka.
- Microsoft Work ; make a quotation, confirmation letter and
also a formal letter for the organizer.
- Microsoft Excel ; to preparation of Event order, Weekly
Function Forecast, prepare Payment voucher and PV
Summary.
- Microsoft Power Point ; to make a Event Board Signage for
F&B department.
2) Principles of Management (Semester 2)
- In management side, I have learned a lot about how to
manage the department, how to be the organized person
and etc.
3) Principles of Marketing (Semester 3)- In Sales Department I have implement all the particular item
or sub topics that I have learn in Principles of Marketing
subject such as the Market Segmentation, Target market
and etc.
4) Organization Behavior (Semester 3)
- Organization Behavior has taught me about the peoples
behavior in terms of information of human behavior like
sensing, communicating, deciding and writing. This is
happen in the Hotel and I can handle this because this is
very relating with what Puan Faezah have lecture in an OB
class.
5) Communication English (Semester 3)
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- This subject I was implement when En.Hassan want me to
join the Sales Meeting every Thursday at 11 am. This is
related with Communication English because Mr.Yan was
already teaching me how to conduct and behave when in
meeting room.
6) Human Resource Management (Semester 4)
- I have to be more discipline and be punctual in order to
punch card every 9am, be more committed at work place
and know my obligation as a trainee. This all what I have
learned when I was in semester 4.
7) Entrepreneurship (Semester 5)
- In Sales Department, I always have to filing the Penyata
Kewangan and Company Registration Certificate. Im very
familiar in these terms because I already learn in
Entrepreneurship at semester 5.
8) Industrial Relation (Semester 5)
- I was implementing the chapter 9 of Industrial Relation
subject that is Discipline at The Work Place. These chapters
are talking about the disciplinary action, dismissing anemployee guilty of misconduct & penalties. I was following all
the Naza Hotel Melaka Rule & Regulation as what I have in
IR.
9) Business Ethics (Semester 5)
- Naza Hotel Management is very concern in work ethic of
every staff. Every unethical behavior such as
smoking,sleeping at office, HR Manager will give a
punishment, either attend for seminar or cut salary.
10)Management Information System (Semester 5)
- Its not to hard for me to used the company system (IFCA
DATABASE) to print Paid Out Voucher, Daily Earning Report,
Room reservation, Daily Casher Report and also Debit Note.
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8.0 SUGGESTION OR RECOMMENDATIONS TO
IMPROVE THE PERFORMANCE OF THE DEPARTMNET /
COMPANY
1) Human Resources Manager have to organized a
Employment Seminar Talk to all workers and staff to improve their
performance of work, discipline, more responsibility and committed
to work.
2) Organized an Annual Family Day to all workers and staff. It
is one of the way to overcome the problems between the
Department Head and staff in terms of improve in communications
and make a good relationship so that they can work in team without
any misunderstood.
3) (Sales Department) : No need to fax confirmation letter to
the organizer if there is a last minute function. The Sales people
only have to make a call and ask them to fax us the undertaking
letter with details about the function.
4) The Sales Coordinator must have own telephone line.
Because she has to assist all sales call and follow up the quotation
with the organizer.
5) Naza Hotel Melaka must make a new improvement in lobby,
quest rooms and office decoration. New look can make a new
customer perception.
6) The Purchaser must be stricter and make a limitation in
department request items. It will overcome high financing cost
problem and also misspend the items.
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9.0 THE BENEFITS OF THE INDUSTRIAL TRAINING PROGRAM
Nowadays, it is a vital for all students to go far for the
Industrial Training Program. But before proceed to the benefits of
the Industrial Training Program, lets look out its definition first.
Training Program can be describe as a specific program that trains
and equip students to achieve well organized mission and vision.
While Industrial on the other hand can related to various field of
industry that we have in our country.
The main reason why college encourages their students to
go for Industrial Training is because, it is good for preparation and
training ground for them to gain the knowledge about the real
working environment. By attending this program undergraduates
can know exactly what the industries looking for and as a result,
students can equip themselves to meet all the expectations. In
short, Industrial Training Program is a good simulation to the real
world.
Another reason is to teach students about the all attributes
that they should learn and have to fit the career world. Examples ofthe attributes stress by the industries are punctual, self-motivation,
independent, be more disciplines, committed with work and etc. so
it can be consider as a process for the undergraduates to learn and
teach themselves about the values needed in an industry.
Among all, the most important point that should be
highlighted is the students can apply all the theories that they have
learn in classroom. So that they will know either they are eligible or
ready to expose themselves to the real extreme working
environment or not.
Experience is the best teachers, that phrase can be
referres to the Industrial Training Program because the students
can gain a precious experience and knowledge from it.
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10.0 CONCLUSION
Industrial Training Program is the best simulation for
students regarding a real working environment. Based on my
experience and my observation to the company. I can conclude that
Naza Hotel Management Sdn Bhd is among stable company and
the latest 3 star hotels in Malacca city centre.
It is applicable with Naza Hotel Vision Statement that is To
be a preferred business hotel by providing friendly hospitality and
an efficient service to our valued guests, thus achieving our
financial goals for the owners and business associates.
During 3 month at Naza Hotel Melaka, I found that the major
policies that used by Management, Operation, Marketing, and
Finance are very consistent and easy to follow especially on
Operation in the Hotel such as F&B, Kitchen, Sales and
Purchasing. Naza Hotel also used IFCA Database system as their
major System use by every department.
Based on my observation, I also found the strengths,
weaknesses, opportunity and threats of the hotel. One of thestrengths of Naza Hotel Melaka is building in strategic area
because it is located just 1 km from Melaka Sentral (Terminal Bus
Station). Within short distance are Tesco hypemarket, Hang Tuah
Mall and Business centre. The weaknesses are no improvement in
hotel interior decoration especially at lobby, coffee house and guest
room.
Other than that, in this Training Report I also write about my
work experience and the description of task. Im also giving some
suggestions to improve for the whole department of the hotel.
Lastly, I would like to stress that the Industrial Training
Program is important to all KPM students and a ticket to enter into
the reality life of working environment