Presented for Miss Lau Sing Yew

S
What is HOSPITALITY INDUSTRY???

One of the largest industries in the world
Third largest employer of labour in worldwide
Encompasses a wide range of businesses




Shangri-La Hotel Kuala Lumpur
11 Jalan Sultan Ismail, Bukit Bintang 50250 Kuala
Lumpur.



Sheraton Imperial Hotel Kuala
Lumpur
Located at Jalan Sultan Ismail, 50250 Kuala Lumpur,
Malaysia.



The most opulent establishments in Malaysias capital

2010
- World Luxury Hotel Awards global winner in the Luxury Business
Hotel category

The luxury hotels worldwide were regarded as the pinnacle of
achievement

The awards congratulate hotels that have taken the extra step
and differentiate themselves from good to exceptional hotels.



SHERATON IMPERIAL HOTEL K.L

Has more than 70 years

2010
- Receives the 2009 Outstanding Care for Community award

2011
- Won a 2010 e-Marketer of the Year

2013
- Received award recognition as Top 25 Business Hotels
throughout Asia


SHANGRI-LA HOTEL K.L. SHERATON IMPERIAL HOTEL K.L.
662 graced and amenities guest
rooms

662 luxurious rooms

Leisure facilities - fitness room,
sauna, spa treatment, swimming
pool

Banquets, smoking area,
conference and function rooms,
souvenir shop, restaurants, mini bar

Laundry services, telephones
services, clinic, beauty salon, safe-
deposit box

385 guests room

Dining restaurants, caf and bar,
lounge, poolside caf

Professional planners to tailor the
wedding celebration or events

Outdoor swimming pool which is
located at the fifth floor of the hotel

Mandara Spa with steam room,
Jacuzzi, fitness center, sauna and
also private treatment room

Friendly staffs, not overbearing.
Offers Golden Circle Membership.

Service
Strategically located within Kuala Lumpur Golden
Triangle with abundance entertainment/leisure activities.
Close to tourists attractions (KL Tower, Pavilion)
Restaurants and the Hard Rock Caf is just across the
road.
Location
Customers expect perfect environment.
High standard rooms (comfortable beds and top quality of
pillow and sheets).
Leisure facilities, mini bar.
Great breakfast, lunch and dinner provided.
Facilities
With a good location, adequate facilities, best services,
customers needs and wants are fulfilled.
Easy accessible to other places with a Monorail
train ride.

Location

Facilities
Smile.
Offers Starwood Preferred Guest (SPG)

Service


SHANGRI-LA HOTEL K.L. SHERATON IMPERIAL HOTEL K.L.
Tourist
Local tourists and foreign tourists
They travel for non-business
activities (recreation and visiting)

Families
They look for a short break and
place to relax
They usually patronize the hotel
during holidays. (Sometimes during
weekends)

Businesspersons
They patronize the hotel for
meeting or transaction purpose.
They are generally willing to pay
more

Walk-in Guest
Such as downstairs guests who are
interested in service
They usually look for food and
beverage service.

Delegates
Meeting and convention purpose.

Elderly
Look for a hotel with pleasant and
environmental friendly.

Shangri-
La
Hotel
Kuala
Lumpur
STRENGTHS
Position at the heart of
the
city.
Done well in satisfied
customers needs and
wants.
Near to shopping
centre,
restaurant, convenience
store.
WEAKNESSES
Limited focus on
business
travellers.
Only famous in Asia
countries.
OPPORTUNITIES
Visit Malaysia 2014.
The number of tourist will
increase in this year.
Shangri La Hotel is the
best
choice for tourist to stay
at.
THREATS
Competitors are strong.
Increasing of labour
costs.
Unexpected catastrophic
like issue MH370.

STRENGTHS
Has over 400 hotels in 70
countries and over 60 resorts
Design in Chinese urban
modern
style
Royalty and treats to their
desired guests.
WEAKNESSES
The service is not so
good
compare to Sheraton in
other country.
Parking fee is expensive.
OPPORTUNITIES
Located beside the monorail
station.
Opportunity to attract guest
who
look for convenient.


THREATS
Congestion problem
around
the area
Strong competitors
around
the area

Sheraton
Imperial Hotel
Kuala Lumpur
MISSION
To delight our guests every time
by creating engaging
experiences straight from our
hearts
VISION
To be the first choice for guests,
colleagues, shareholders and
business partners
Basic strategy used :
DIFFERENTIATION PLAN
=> Offers different branding hotels with special Asian
services
model.
Many hotels
surrounded
Shangri-La
Hotel K.L.

Divides the business into many
segments
Increase revenue - Offer low budget brands of hotel


Consistently go beyond their guests anticipation for
products and services
Exceed guests expectations, improving and developing
their communities
Focus on good quality of services to the guests



Golden Circle members can enjoy 50% discount for a
room

Offer a Holiday in Style from MYR610 per night

10% discount for the moon cake purchase for Privileged
Card and Health Club members

Summer Escape Package-comes with 50% discount

Two nights package-20% discount per room by using
credit card to pay

Purchasing two or above packages of spa and body
treatment will get discount below MYR300 during Hari
Raya Aidilfitri

Investing heavily in training, and offer a multiple of
programme for all levels

Every employees bring their core values of life for the
guest

Nurture a new generation of hospitality specialty
equipped with the flexibility, innovative skills, and service
ethos

Let customers turn every moments into memorable new
experiences

A lot of policies act as another survival techniques

Offer for an outstanding associates experience world-
class training, exceptional benefits and strategic career
development





Both hotel are suitable for people who like to travel

To increase profit and expand hotel business
internationally, they need loyalty customers and faithful
employees