Internship Report

1.
1 INTRODUCTION
1.1.1 MARRIOTT INTERNATIONAL
Figure 1: Marriott Logo
JW Marriott is an exquisite brand which belongs to Marriott International, named after Mr John
Willard Marriott, the Chairman and Chief Executive Officer (CEO) of the Marriott International.
JW Marriott is recognized and specially tailored as an upscale brand of hotels under the group,
and headquartered in suburban Maryland, United States.
The earliest history of Marriott started when Mr J.Willard Marriot and his wife opened a root
beer stand in Washington D.C back in year 1927. The successful story continues by expanding
their enterprises into a chain of restaurants and introducing ―in-flite‖ catering which later
becomes a phenomenon in airline industries. They later opened the Marriott first hotel which is
The Key Bridge Marriott in Arlington, Virginia . Their son was named as the current Chairman
and Chief Executive Officer, J.W. (Bill) Marriott, Jr. and has led the company to spectacular
worldwide growth. Today, Marriott International has about 3,150 lodging properties located in
the United States and 67 other countries and territories.
Marriott International is a group of brands which is well-known for its unique products and
services offered all over the world. Their product varies from Full Service, Selected Service,
Extended Stay and others. Marriott International is inferable when it comes to their brand, which
is guaranteed luxury and tremendous experience both dining’s and stays. There are numbers of
brands under the Marriott flagship, each with own kind of style and tailored to achieve maximum
satisfaction. Below are the brands that Marriott International offers;
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Full Service Lodging
Marriott Hotels & Resorts
JW Marriott Hotels & Resorts
Renaissance Hotels & Resorts
Marriott Conference Centers
Ritz-Carlton Hotels & Resorts
BULGARI Hotels & Resorts
Edition Hotels & Resorts
Autograph Collection Hotels & Resorts
Select Service Lodging

Courtyard by Marriott
Fairfield Inn by Marriott
SpringHill Suites by Marriott
Extended Stay Lodging

Residence Inn by Marriott
TownePlace Suites by Marriott
Marriott ExecuStay
Marriott Executive Apartments
Timeshare
Marriott Vacation Club International (MVCI)
Marriott Grand Residence Club
The Ritz-Carlton Club
The Ritz-Carlton Destination Club
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1.1.2 YTL HOTELS
Figure 2: YTL Hotels Logo
The JW Marriott Kuala Lumpur is franchised from Marriott International by YTL (Yeoh Tiong
Lay) Corporation, under its subsidiary YTL Hotels & Properties Sdn Bhd which took over the
management of the old hotel in Bukit Bintang in the year of 1996 and transformed it to the most
happening hotel in the Kuala Lumpur Golden Triangle. YTL Hotels then required The Ritz
Carlton Kuala Lumpur and launched the luxurious all-suite Residence at The Ritz-Carlton Kuala
Lumpur which believed have added the luxurious living and fine life at Bintang Walk, and
represent all that best in an urban neighborhood.
YTL Hotels is synonym of their ownership and manages a stellar collection of internationally
renowned, award-winning hotels and resorts throughout Malaysia. Each enterprise is unique,
featuring impressive services, accommodations, and facilities. Each has won its acclaim for its
ability to cater precisely to the needs of its customers.
YTL Hotels also owns the highly praised Vistana chain in Malaysia, a luxury middle classed
hotel which focused and specially designed as moderate priced hotels catered on the need of
business travellers in this rapid changing world nowadays. The colorful story continues when
YTL Hotels started to expand their wings to international market by opening world-renowned
properties all over the world.
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YTL’s HOTELS AND RESORTS
YTL LUXURY RESORT

Pangkor Laut Resort, Malaysia
Tanjung Jara Resort, Malaysia
Cameron Highland Resort, Malaysia
Nisekon Village, Japan
The Chedi, Phuket
The Surin, Phuket, Thailand (Reopening in November 2010)
Pulau Gaya Resort, Sabah, Malaysia (Opening in 2011)
Pulau Tiga Resort, Sabah, Malaysia (Opening in 2011)
YTL LUXURY ESCAPES

Eastern and Oriental Express Train
The Estates at Pangkor Laut
Villa Tassana, Phuket
Bray House, England
YTL LUXURY HOTELS

JW Marriott Kuala Lumpur, Malaysia
The Ritz-Carlton Kuala Lumpur, Malaysia
Hilton Niseko, Japan
MUSE, Hotel De Luxe, France
Swatch Art Peace Hotel, Shanghai, China
YTL LUXURY CLASSIC HOTEL

The Majectic Melaka, Malaysia
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YTL LUXURY SPA
Spa Village Resort, Tembok Bali
Spa Village, Cameron Highland
Spa Village, Kuala Lumpur
Spa Village, Pangkor Laut
Spa Village, Tanjung Jara
Spa Village, Melaka
YTL LUXURY MID CLASS HOTEL

Vistana Hotel, Kuantan
Vistana Hotel, Kuala Lumpur
Vistana Hotel, Penang
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1.1.3 JW MARRIOTT KUALA LUMPUR
Figure 3: JW Marriott Kuala Lumpur Old Logo and New Logo
The 29-storey, 561-room hotel is located in the heart of the exciting "Golden Triangle", the city s
prime business and shopping district and is adjoining to the prestigious Starhill Gallery and in the
same complex with The Ritz-Carlton Kuala Lumpur. It is also strategically located on "Bintang
Walk", the lively and vibrant shopping strip where shopping centers house upscale brands, a vast
variety of restaurants and entertainment outlets.
As one of the world's nine flagship JW Marriott hotels, JW Marriott Kuala Lumpur is designed
with the discriminating individual in mind. Opulent is just one way to describe the look and feel
of the rooms at JW Marriott Kuala Lumpur. With a host of top-of-the-range facilities such as a
complete business center and a multitude of award-winning Food and Beverage (F&B) outlets,
JW Marriott Kuala Lumpur suits the high-powered businessman and the elite leisure guest.
Designed with the jet-setting professional in mind, the guestrooms at JW Marriott Kuala Lumpur
all come with an ample working area and high-speed Internet access. Suite guests and Marriott
Marquis members have full access to the plush JW Lounge, which offers complimentary
breakfast, light refreshments and evening cocktails.
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1.1.4 LOCATION
Figure 4: JW Marriott Kuala Lumpur Location Map
JW Marriott Hotel Kuala Lumpur

183 Jalan Bukit Bintang
Kuala Lumpur, 55100 Malaysia
Phone : 60 3 2715 9000
Fax : 60 3 2715 7000
Sales : 60 3 2717 8000
JW Marriott Kuala Lumpur strategically located in the heart of the Kuala Lumpur Golden
Triangle, nearby with the Embassies Row, had added the spark of ideal location for business and
leisure. With the new couture shopping mall, Pavillion Kuala Lumpur as the nearest neighbor,
there are 450 stores and shopping experience like that of New York 5th avenue and Tokyo’s
Ginza. With easy access to any of the transportation type, JW Marriott truly a great place to stay
and experience both luxury and leisure living.
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1.1.5 ACCOMODATION
Accommodation rooms in JW Marriott is styled with elegant sophistication and enhanced with
the residential comforts of home. Guest room is starts on the 7th Floor until 29th Floor which is
the highest floor in the hotel and home of two (2) Chairman Suite and a Presidential Suite which
have step in by many well-known individuals all over the world.
On the 24th Floor is the JW Lounge, an executive lounge for invited House Guest only in example
Repeated Guests and Very Important Person’s (VIP). What is interesting with the hotel is there is
no 13th Floor, and also room with numbers of four (4) and thirteen (13). I personally believed it is
related to the old Chinese believes which will bring bad luck to the enterprise.
JW Marriott offers smoking and non-smoking floors, which there are 5 smoking floor namely 8th,
9th, 15th, 16th and 17th Floor.
Room Type No of Rooms Published Rate

Deluxe 466 Rooms RM850.00++
Executive Deluxe 25 Rooms RM1000.00++
Studio Suite 19 Suites RM1,100.00++
Junior Suite 32 Suites RM1,100.00++
Executive Suite 4 Suites RM1, 200.00++
One-Bedroom Suite 8 Suites RM1,300.00++
Two Bedroom Suite 3 Suites RM1,900.00++
Chairman Suite 1 Suite RM10,000.00++
VIP Suite 1 & 2 2 Suites RM7,000.00++
Presidential Suite 1 Suite RM16,000.00++
Table 1: No. of Rooms, Types and Rates
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1.1.6 RESTAURANTS AND OUTLETS
To be in the same complex with Starhill Gallery, it had added multifariousness choices of fine
cuisine which is specially tailored for guest’s and diners preferences when they stayed at JW
Marriott Kuala Lumpur.
With total of 21 choices in total including restaurants, bars, lounges and café within the Starhill
Gallery and JW Marriott Kuala Lumpur, it is truly one of it kinds in Malaysia. Big names in
restaurant industry in Malaysia have piecing together the uniqueness and luxuries that only JW
Marriottt Kuala Lumpur can offer. Below are the lists of restaurant that offered in JW Marriott
Kuala Lumpur;
Restaurant
Feast Village, Feast Floor – LG

 Shook! Restaurant
Serve the best of Japanese, Chinese, Italian and Western Grill open kitchen cuisines.
Opening hours: 6.00am till 1.00am (Daily)
 Luk Yu Tea House

Mouth-watering Chinese cuisines, Hong-Kong style Dim Sum and a vast selection of tea from
China and Taiwan.
Opening hours: 12.00pm till 1.00am (Monday to Saturday)
: 11.00am till 1.00am (Sunday and Public Holiday)
 Enak Kuala Lumpur

Serve fine Indonesian and Malaysian specialties.
Opening hours: 12.00pm till 1.00am (Daily)
 Pak Loh Chiu Chow

Serves the authentic Teochew style Chinese cuisine, a non-halal restaurant.
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 Sentidos Tapas
Offers hot and cold combination, as part of social scene in Spanish bars and tascas, with wide
range of wine and imported beers.
 Koryo Won
One of the first Korean restaurants in the Kuala Lumpur and specializes in aunthentic Korean
cuisine, including the traditional spicy pickled Kimchi and Korean ginseng.
 Tarbush
Serve authentic home style Lebanese cuisine. Tarbush is well known for its exquisite grilled
meats and signature dishes.
 Fisherman’s Cove
Well known for serving a unique symphony of fresh seafood with impeccable tastes that sparkles
brilliantly and equally famous and appetizing.
 Jake’s Charbroil Steak

Serve mouth-watering steaks, luscious lobsters, oysters and fish.
 Vansh
Serve authentic regional Indian food. The menu focuses on tawa (grilled) and tandoori (grills
from an earthen oven) delicacies served in bite-sized portions
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Relish Floor – 3rd Floor
 Gonbei
Offer the most authentic Japanese cuisine in Malaysia. There are 5 counters for Teppayanki,
Suhshi, Robatayaki, Tempura and Sake
Opening hours: 12.00pm till 3.00am, 6.30pm till 11.00pm (Daily)
 Jogoya
Buffet Restaurant serving fine dining Japanese cuisine over 200 kinds of Japanese, Chinese,
Western and Malaysian cuisine with the freshest seafood, meat, appetizers, drinks, desserts and
fruits.
Opening hours: 11.30am till 12.30pm (Monday - Friday)
JW Marriott Kuala Lumpur
Eddy’s Café & Bar

Popular institution offering mouth-watering local specialties, all-time Western favorites, coffee
and selection of desserts in a casual setting perfect for a laid-back meal with friends, family or
colleagues.
Opening hours: 10.00am till 9.30pm (Daily)
Jacky Chan’s Café

Here is the place where guest can enjoy premium range of Jackie’s propriety coffees, cakes,
pastries and local favorites at affordable price as well as to contribute to society as a percentage
of the café revenue are donated to charity.
Opening hours: 10.00am till 9.30pm (Daily)
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Shanghai Restaurant
Specialize in exquisite Shanghainese cuisine from the Northern and Southern region of Shanghai.
Opening hours: 12.00pm till 2.30pm (Lunch – Monday to Sunday)
10.30am till 2.30pm (Brunch – Sunday and Public Holidays)
6.30pm till 10.30pm (Dinner – Daily)
Third Floor Restaurant

Offers contemporary blends of French, Australian and Pacific-Rim cuisine with a hint of Asian
flavors, accompanied by great wines and impeccable service.
Opening hours: 12.00pm till 2.30pm (Lunch – Monday to Friday)
7.00pm till 11.00pm (Dinner – Monday to Saturday)
Bars
Village Bars
Serve a different beverage, a wine bar, hard liquor bar, nice wine bar including juice bar.
The Lounge at Starhill

Serve variety of beverages, pastries, savories and light snacks.
Opening hours: 10.00am till 1.00am (Daily)
Al-Halabi Lounge
With décor featuring classic and modern Moroccan and Syrian pieces, a delicious range of finger
foods and unique shisha flavors that one can sample while listening to soothing Oriental
instrumental music, this opulent lounge offers a Middle-Eastern experience like no other.
Open 24 Hours (Daily)
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1.1.7 MEETING AND CONFERENCE SPACES
JW Marriott Kuala Lumpur in well-known for its luxury and upscale Meeting and Convention
spaces, owned in total of 22 function rooms including a Grand Ballroom.
The function rooms are divided based on name, which is categorized as Starhill Conference
Center and Mayang & Bintang Conference Center. The differences between the both category is
where Mayang & Bintang Conference Center is equipped with partition in each room, allows it to
be divided into two room based on the requirements and needs of the particular event. The details
of each function room capacity are explained in the Table (
1.1.8 FACILITIES
Room Facilities Hotel Facilities
 Air Conditioned  Concierge Desk

 Cable/Satellite Television  Laundry Service
 Direct Dial Telephone  Limousine Service
 Private Bathroom  Cash Machine/ATM
 Mini Bar  24 Hour Room Service
 Hairdryer  Evening Turndown Service
 Alarm Clock  Cribs Available (On Request)
 Refrigerator  Babysitting Service (On Request)
 Rollaway Beds  Surau
 Safe Deposit Box
Sports & Leisure
 Coffee/Tea Making Facilities
 High Speed Internet
 Swimming Pool
 Newspaper
 Fitness Centre or Spa
 Gymnasium
Meeting Facilities
 Tennis Court
 Business Centre
 Starhill Conference Center
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MAYANG SARI & BINTANG CONFERENCE CENTRE, JW MARRIOTT KUALA LUMPUR
Function Room Capacity
ROUND BOARD
DIMENSION DIMENSION BUILT
ROOM LOCATION BUILT UP THEATRE "U" SHAPE TABLE BANQUET ROOM CLASSROOM
( Metre ) ( Feet ) UP
AREA ( Pax ) ( Pax ) ( Table ) ( Pax ) ( Pax ) ( Pax )
AREA
Mayang Sari GBR Lower Level 3 23 x 39.5 878 m² 75 x 129 9450 sqf 879 - 77 770 - 624
Mayang Sari I Lower Level 3 6.5 x 7.5 45 m² 22 x 25 488 sqf 32 15 1 20 18 15

Mayang Sari II Lower Level 3 6.5 x 7.5 44 m² 22 x 25 475 sqf 32 15 1 20 18 15
Mayang Sari I & II Lower Level 3 4 x 15.5 89 m² 14 x 51 963 sqf 75 36 4 50 40 39
Mayang Sari III Lower Level 3 6.5 x 7 40 m² 21 x 24 440 sqf 29 14 1 20 14/18 12

Mayang Sari IV Lower Level 3 7 x 7.5 48 m² 24 x 25 524 sqf 34 14 1 20 18 12
Mayang Sari III & IV Lower Level 3 5 x 14 89 m² 16 x 49 964 sqf 77 34 4 50 38 38
Bintang I Level 3 9 x 10 96 m² 30 x 33 971 sqf 65 23 4 60 30 32

Bintang II Level 3 10 x 10.5 98 m² 33 x 35 1059 sqf 77 24 4 60 30 32
Bintang I & II Level 3 12 x 19.5 190 m² 39 x 64 2052 sqf 207 36/48 & 56/76 11 110 / 140 52 96/110/112/114
Bintang III Level 3 8 x 12 89 m² 26 x 40 959 sqf 82 30 4 60 30 48
Bintang IV Level 3 7 x 7.5 55 m² 24 x 26 602 sqf 43 15 2 40 18 / 22 34
Bintang III & IV Level 3 7.5 x 19.5 145 m² 26 x 64 1562 sqf 150 52 8/9 100/110/120 58 80
Bintang V Level 4 7x8 53 m² 23 x 26 576 sqf 41 19 2 40 18 / 22 20

Bintang VI Level 4 7x8 53 m² 23 x 26 578 sqf 40 19 2 40 18 / 22 20
Bintang V & VI Level 4 4.5 x 14 107 m² 15 x 46 1154 sqf 88 36 7 90 40 48
Bintang VII Level 4 6.5 x 7.5 50 m² 21 x 25 539 sqf 38 18 2 30 20 / 22 22
Boardroom I Level 4 5x8 39 m² 17 x 26 420 sqf - - - - 14 -
Boardroom II Level 4 5x6 30 m² 16 x 20 331 sqf - - - - 14 -
 Mayang Sari Grand Ballroom: Ceiling Height @ 19' 8”

 Bintang Conference Centre: Ceiling Height @ 10'
Table 2: Mayang Sari and Bintang Function Rooms Capacity
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STARHILL CONFERENCE CENTRE, JW MARRIOTT KUALA LUMPUR
Function Room Capacity
ROUND BOARD
DIMENSION DIMENSION BUILT
ROOM LOCATION BUILT UP THEATRE "U" SHAPE TABLE BANQUET ROOM CLASSROOM
( Metre ) ( Feet ) UP
AREA ( Pax ) ( Pax ) ( Table ) ( Pax ) ( Pax ) ( Pax )
AREA
Starhill 1 Level 4 13 x 14 220 m² 43 x 47 2377 sqf 212 30 12 180 42 112

Starhill 4 Level 4 7.5 x 13 104 m² 25 x 43 1119 sqf 108 30 6 80 34 56
Starhill 5 Level 4 8 x 18.5 150 m² 27 x 61 1620 sqf 169 46 10 110 50 84

- Starhill Conference Centre: Ceiling Height @ 8' 9”
Table 3: Starhill Function Rooms Capacity
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1.1.9 VISION,MISSION, VALUE STATEMENT
1.1.9 (a) MARRIOTT INTERNATIONAL
MARRIOTT VISION
―To Be the World 1st Choice for Full-Service Hospitality‖
MARRIOTT CORE VALUES
Based on my experience working in two (2) Marriott properties before, I can conclude that
Marriott core values have been crafted with personal touch and experience of the founder of
Marriott International, Mr J. Willard Marriott. It focuses on how the spirit to serve the customer
or handling the customer at the top notch which will be practiced every day and become a culture
in any of Marriott establishment.
Marriott establishment will never address their employees as ―staff, workers, employees‖ and
others. They will be called as ―associates‖ which Mr J. Willard Marriott personally believes it
will create the bond between the persons within the organization thus will create an enthusiastic
feeling towards Marriott.
Marriott Spirit to Serve

―Spirit to Serve our Associates, our Customers and our Communities‖
Marriott Culture
―Marriott Culture is the experience we create for our customers, which is demonstrated by the
behavior of our associates‖
Marriott Promise
Marriott promise to deliver service that is uniquely warm, caring and dependable. The service
will go above and beyond.
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1.1.9 (b) YTL HOTELS
THE YTL CORPORATE OBJECTIVES AND CULTURE

―To Achieve and to Deliver World Class Products and Services at Third World (or competitive)
Prices‖
THE YTL HOTELS PHILOSOPHY

―We do not just build properties, we craft inspired experiences‖
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1.1.9 (c) JW MARRIOTT KUALA LUMPUR
THE JW MARRIOTT COMMITMENT
― At the JW Marriott, we provide an environment of simple elegance where our guests

feel welcome, confortable and free to be themselves.
Together we orchestrated a personalized experience with attention to even the smallest
details.
The JW Marriott experience authentically reflects the surroundings, imparts a sense of
harmony and wellness, and beautifully delivers lasting memories ‖
THE JW MARRIOTT KUALA LUMPUR VISION
―To be Malaysia’s and the world’s first choice for full-service hospitality‖
THE JW MARIOTT KUALA LUMPUR MISSION
`` To win in service by proactively offering customers the most valuable assistant, information
and support in uniquely warm and caring manner. To provide the latest and outstanding product
to customers comparing to other hotel in Malaysia‖
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1.2 JW MARRIOTT KUALA LUMPUR ORGANIZATIONAL CHART
In JW Marriott Kuala Lumpur, General Manager set as the highest position in the hotel and
in charge of the entire departments in the property and to ensure all department moves
smoothly according the standard grade that is set up by Marriott International.
JW Marriott Kuala Lumpur has 13 departments including Front of the House and Back of
the House namely;
1) Human Resource Department

2) YTL Centralized Accounting Department
3) YTL Centralized Sales Department
4) YTL Centralized Marketing and Strategy Department
5) YTL Centralized Finance and Purchasing Department
6) Front Office Department
7) Food and Beverage Department
8) Housekeeping Department
9) Engineering and Maintenance Department
10) Kitchen Division
11) Spa Division
12) Information Technology (IT) Department
13) Loss Prevention Department
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1.2.1 THE JW MARRIOTT KUALA LUMPUR MANAGEMENT TEAM
Name Position
President YTL Hotels Mr James Mc Bride
Vice President of YTL Hotels Joseph Yeoh Keong Shya
General Manager Mr Mahmoud Skaf
Hotel Manager Mr Justin Lee
Executive VP Operation / Sales Mr Carl Kono
Director of Sales (Travel/Industry) Ms Cheryl Loo
Director of Sales (Travel/Industry) Mr Jeffery Bruyns
Director of Sales (Corporate) Ms Steffany Boak
Director of Sales (Corporate) Mr Eddie Phuah
Director of Sales (Corporate) Ms Debbie Ng Siew Yoke
Director of Sales (Australia) Mr Gopalan Menon
Executive VP of Marketing & Strategy Mr Edwin Yeoh
Director of Public Relation Ms Tracy Khee
Director of Brand Communication Ms Serena Tog
Vice President of Finance Sandra Widjaja
Financial Controller Ms Mawar Idris
Credit Controller Ms Ghee Yoke Mei
Purchasing Manager Ms Kimberly Long
Executive Assistant Manager (F&B) Madam Idy Lee
Shanghai Restaurant Manager Ms Alicia Chan
Chef De'Hote Mr Zaffar B. Abdul Samad
Chief Steward Mr Nilamegan
Starhill Lounge and JW Lounge Manager Ms Rohaya
Shook Restaurant Manager Mr Steven Ooi
Banquet Manager Mr Khosim Bin Sapie
Rooms Manager: Ms Ashley Lai
Reservation Manager Ms Radhika A/P Ramakrishnan
Customer Service Manager Ms Jane Lee
Assistant Front Office Manager Ms Aya Kaneko
Housekeeping Manager Mr Melvin Foo
Housekeeper Ms Serena Chau
Assistant Housekeeping Manager (Public Area) Ms Tika
Laundry Manager Mr Jeff Gan
Vice President of Spa Division Ms Chik Lai Ping
Starhill Spa Manager Ms Helen Phang
Vice President of Human Resources & Learning Nancy Teoh
Human Resources Manager Mr Vernon C. Fernandez
Training Manager Ms Marina Rahim
Maintenance Manager Mr Puah Aik Kee
Loss Prevention Manager Mr Sivakumar
Director of IT and Business Development Mohd Zuhannes Dzulkifli
IT Manager Mr Edward Ling
Table 4: JW Marriott Kuala Lumpur Management Team
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1.3.2 ORGANIZATIONAL CHART
General
Manager
Hotel Manager
Marketing Sales
Department Department
Housekeeping Front Office

Department Department
Loss Prevention
Kitchen
Department
Enginering
IT Department
Department
Finance
Spa Division
Department
Human
Accounting
Resources
Department
Department
F&B Department
Figure 5: JW Marriott Kuala Lumpur Organizational Chart
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1.2.3 DEPARTMENT SET UP
Human Resources Department is responsible to oversees all associates, benefit, selection and
training and development. The department is also responsible for providing training in order to
instill the Marriott culture among each associates as well as recruiting new candidates for any
vacancies.
Finance Department is combined with Purchasing Department handles in terms hotels financial
aspect. As centralized finance department, it obligated to control all purchases and orders made
by YTL Hotels and Resorts.
Sales Department is also another centralized department minding the store of all YTL Hotels
and Resorts. Divided into a few divisions, which is Corporate Sales, International Sales,
Telemarketing and other which believed added the efficient value that required running the hotel
to the maximum revenue and occupancy. Working close with Front Office and Banquet, the
department is liable for handling any meeting, conferences as well as selling accommodation
rooms.
Marketing Department is categorized as centralized department as well since it handles any

marketing efforts and publicity for all the YTL Hotels and Resorts. Press release, new promotion,
flyer, advertisement and others are all come under the responsibilities of this department.
Accounts Department handles the entire hotel’s transaction, work closely with all the revenue-
generate department in the hotel. It ensures that all transaction is count into order which in the
end of the day will contribute to the hotel’s total revenue.
Food and Beverage Department is one of the main revenue contributors for JW Marriott Kuala
Lumpur. Led by a lady, this department is accountable for few outlets namely Shanghai
Restaurant, JW Lounge, Starhill Lounge and others. With Kitchen, Banquet and Steward
Department under a roof, the department is in charge any needs of foods, conference and meeting
in the hotel as well as maintain the hotel inventories of steward items.
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Kitchen Department is separated by a few sub-departments which include the Main Kitchen,
Chinese Banquet Kitchen, Cold Kitchen, Pastry Kitchen, Butchery, Staff Cafeteria Kitchen and
Shanghai Kitchen. Managed under the Food and Beverage Department, it holds the
responsibilities in preparing and presenting the up-scale foods for the hotel diners.
Housekeeping Department which belongs to the Room Division along with Front Office
Department is responsible for the hotel cleanliness. This department consists of Room Attendant,
Laundry and Public Area, plays a significant role to create a pleasant atmosphere and ambience
as well as to get ready the hotel main product to be sold which is the accommodation rooms
Front Office Department is the first department when a guest check in into a hotel, play a vital
role to ensure that satisfaction and wonderful crafted experience delivered to the guest. Another
member of the Room Division along with Housekeeping Department, it consists of 5 sections
which are Front Desk, Concierge, Reservation cum Telephone Operator, JW Lounge and Guest
Recognition.
Engineering Department is responsible for the maintaining the hotel’s air conditioning system,
heating and ventilation, steam and boilers, electricity, hot and cold water supply and repairs all
the broken equipment. Overall, this department has to maintain interior and exterior of the all
hotels areas in order to deliver safe, reliable and comfortable service.
Haunted by the bombing incident in JW Marriott Jakarta, the Loss Prevention Department
holds a very tough job in order to maintain the security condition is above the line. It also ensures
the safety of the guest belongings, any loss items, security of the hotel’s surrounding areas.
Spa Department is located on the 5 floor which namely Starhill Spa. This department includes a
Health Spa, a gymnasium and sauna. It also handles the recreational activities at the swimming
pool as well as the twin tennis court.
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Information Technology is another department in this hotel. It is liable for all multimedia
activities in the hotel. This department is also responsible for the maintenance of all multimedia
and IT properties in order to preserve and prolog the properties.
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1.3 TRAINING SCHEDULE
Date Duration Department

th
17 May 2010 1 Day Orientation
17th May 2010
till 8 Weeks Banquet Department
4th July 2010
5th July 2010

till 10 Weeks Sales Department
19th September 2010
Table 3: Training Schedule
My internship started with a half-day orientation which is handled by the Human Resources
Department under the responsibility of the Training Manager. During the orientation with the
rest of the interns form Universiti Teknologi Mara (UiTM) and an intern from Malaysia
Multimedia University (MMU), we are exposed with the Marriott history and philosophy as well
as JW Marriott Kuala Lumpur core values, goals and mission. It is vital since it helps interns to
understand well how is the standard required from each of the individuals who will be working
under the flagship of the organization.
During my stint at the Banquet Department, at first I was assigned as a Banquet Server who is
primarily concentrated on handling function on daily basis. The scope of a server is to make sure
the entire requirement for an event is fulfilled, well informed about their breakdown of the day by
referring to the Banquet Event Order (BEO) and Forecast that is generated by the Sales
Department. It includes preparing all the specification in the function room set-up, Audio Visual
(AV) set-up, Coffee Break snacks and Lunch Venues. The assignment of each function will be
assigned to each server by the Banquet Manager in a day advance and can be checked trough the
Banquet Assignment Sheet. The server responsibilities also varies to setting up the function room
for tomorrow or upcoming events, which includes Tear Down, Turn Over, Set Up or Reset each
respective function room. I also learned each Banquet serving style, type of function room setup
which is important in order to plan ahead for the next upcoming event.
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After a few weeks as a server, I later have given an opportunity as Banquet Captain which rarely
had given to interns. As a Banquet Captain, my responsibility is getting wider by handling a few
events alone or in charge of the whole floor. By holding this responsibility, I have to
communicate with the Event Organizer and Sales Representative regarding the event to ensure
smooth event flows. I also have to hand over and explained carefully the task and assignments to
each server who are under my command. Opening Banquet Bills, handling Banquet System,
collecting the payment from each respective Event Organizer also falls under my bound of
responsibilities.
In the Sales Department, I was assigned as a Sales Coordinator under a team of three (3) peoples
which concentrated on Educations, Embassies, Groups, Organizations and Religions. Any
inquiries or proposals from this particular market will fall into my team responsibilities. I was
taught how to use the Banquet Management System (BAMS), preparing proposals, BEO’s,
Amenity Requests, Entertainment Request, Room Rates Agreements and others.
As in Sales Department, I am no longer under the flagship of JW Marriott Hotel Kuala Lumpur
where I worked directly under the YTL Sales which comprises JW Marriott Kuala Lumpur, The
Ritz-Carlton Kuala Lumpur and Vistana Hotels. Here is where the property knowledge is crucial
where I have to be fully-equipped with all the answers to counterclaim any of the client’s
inquiries.
I also have the chances to follow my Sales Manager for a sales visit, become the hotel’s
representative to any of the embassies celebration such as National Day, meeting potential clients
for a house tour and others.
After showing tremendous improvement, I was later added another assignment where I have to
assist another Sales Director who is in charge of the Government market segment. Here I realize
how tough my job can be by coordinating two Managers works and follow up each of the
proposal that have gone through. Everything will only become clearer and backbreaking when a
proposal is confirmed, and it has to go through various processes in order to complete the BEO.
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During my industrial training, my main objective is to gain knowledge and experience from the
market leader in order to achieve a high standard working experience. I personally aimed myself
to achieve knowledge that does not come in classes, that is simply why I choose to be in Banquet
and Sales Department even though they originally offered me to be in the Housekeeping and
Front Office Department.
Besides that, I also want to grab as many opportunity as I can to build a strong character in order
for me to be somebody in the industry. It also helps me to understand the industry better, and help
me in carefully crafting my path of career in the future.
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2.0 DEPARTMENTS
2.1 FOOD AND BEVERAGE DEPARTMENT
2.1.1 INTRODUCTION
Food and Beverage Department in JW Marriott Kuala Lumpur can be divided into a few
divisions under the department, mainly handling any encounters of foods, conferences, meetings
and others in the hotel. The division is namely Banquet Department, Room Service, Kitchen,
Shanghai Restaurant, Steward Department and Staff Cafeteria which known as ―Hot Shoppe‖,
named after the first restaurant opened by J. Willard Marriott.
As a department who contribute large percentage of revenue to the hotel, it plays a vital role to
maintain the growth of the revenue as well as to deliver high standard of services and foods
which will lead to customer satisfaction. Each of these divisions participates in different nature of
jobs but naturally come together to ensure the operation of the hotel runs as smoothly as possible.
As in this department, I only have the opportunity to be in the Banquet Department where the
other restaurants were not directly managed by the hotel. The only restaurant that comes under
their control is the Shanghai Restaurant and Third Floor Restaurant which is categorized as non-
halal and due to the restriction; I am only assigned to the Banquet Department.
The department currently led by an Executive Assistant Manager (F&B), two (2) Banquet
Managers, two (2) Banquet Assistant Manager which one of them is specialized in handling
Outside Catering and another person is in charge of inventories and storage. The hierarchy later
goes down to a Banquet Supervisor, assisted by four (4) Banquet Captains, five (5) Business
Center Coordinator, three (3) Storeman, three (3) AV Technicians, a Bartender and twelve (12)
Banquet Servers.
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Executive Assistant Manager (F&B)
Madam Idy Lee
Banquet Manager Banquet Manager

Mr Khosim Sapie Mr Tang Kim Soon
Banquet Supervisor
Mr Faizal
Banquet Captains
(4 persons)
Bartender Banquet Servers Storeman Business Center

(1 person) (12 persons) (3 persons) Coordinator
AV Technician
(3 persons)
Figure 6: Banquet Organization Chart
The Banquet office is normally will start at 6.00am, but it can be earlier than that depends on the
situation. The department itself does not have a proper schedule for their associates since Banquet
is normally working around the clock and events handled have different requirements which do
not allow the department to have proper timetable. But it all sort out by having the Assistant
Banquet Manager or the Banquet Manager himself sorted all assignment in a day advance and the
assignment sheet will be posted in the office for the all associates to check their schedule for the
next day. Their time table is done on weekly basis, since it is impossible to predict what event
that will be confirmed earlier than that.
During my two (2) months internship period in Banquet, I noticed that they missed something
that is very valuable which is briefing. Based on my past experience, briefing is the best medium
for interaction, sharing information, keeping updates and ended by having a quick training or a
question and answer (Q&A) session.
29
It is advantageous to the department to carry these briefing sessions as it allows a proper medium
of information distribution from the management to the associates. Additionally, these sessions
will also provide a channel for the associates to directly communicate with the management.
Operationally, the briefings will not only brush up the associate’s knowledge on the hotel, they
will also enhance the relationships among them. This will simultaneously encourage better
working relationships in the department.
By not practicing briefing, what I found out is where even though the department was filled with
talented, skillful, high in experience but the department does not ran smoothly simply because
they do not have a proper communication between them. The important message does not
delivered, no mutual respect, selfish, fighting over small issues and many other bad elements that
are caused from the ignorance of the briefing. They will only conduct briefing only for certain
event that is very important, which I totally believe that it have to be conducted every single day
for the sake of the good things that it will bring because after, guest satisfaction does matter.
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2.1.2 CONFERENCE FACILITIES
JW Marriott Kuala Lumpur named their conference center as Starhill Conference Center (SCC)
symbolizes the location of the business district. SCC are equipped with twenty-three (23)
function rooms, which are categorized under the name of Mayang Sari Function Rooms, Bintang
Function Rooms, Starhill Function Rooms, Private Meeting Room and Boardrooms.
The Mayang Sari Function Rooms is assemble a grand ballroom named Mayang Sari Grand
Ballroom and two (2) more smaller function rooms which are Mayang Sari 1&2 and Mayang Sari
3&4. Both of the room comes with partition and can be split into smaller room. The grand
ballroom is built up with the dimension of 23 x 39.5 or 878 m² built up area, can accommodate
up to 880 persons maximum at a time.
The Bintang Function Rooms consist of seven (7) rooms, started at Bintang 1&2 until Bintang 7
and followed by two (2) Boardrooms and a Private Meeting Room. The Starhill Function Rooms
comprise of nine (9) function rooms namely Starhill 1 until Starhill 9. All the room came with
their own foyer and Wireless Internet Broadband.
Level Function Rooms
Mayang Sari Grand Ballroom
Lower Level 3 Mayang Sari I & II
Mayang Sari III & IV
Bintang I & II
Level 3
Bintang III & IV
Bintang V & VI
Bintang VII
Boardroom 1
Boardroom 2
Private Meeting Room 1
Starhill 1
Starhill 2
Level 4
Starhill 3
Starhill 4
Starhill 5
Starhill 6
Starhill 7
Starhill 8
Starhill 9
Table 5: Function Room Location
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The Banquet department comes close in relationship with other department especially Kitchen
and Sales. Relevantly, the Sales Department will look for the potential clients and events that will
occupy all the function rooms and Kitchen is responsible in providing foods to the Banquet
events. Banquet used certain terminology to describe what action to be taken to a specific
function room which are described below;
Set up : Set up is when a room that needs to be set up and the room is empty because
there is no event held in the room before.
Tear down : The function room finished the event and there is no event waiting in the list for
the room in the day after, so all the items and equipment will be cleared and leave
the room empty.
Turn over : The current event floor layout will be change to another layout for another event
that come up tomorrow.
Reset : The room comes in the same layout, just refilling all the amenities and items in
the room.
There are also some set up or floor layout that is synonym with the task and duties that the
Banquet associates performed daily which are;
 Banquet seating
 Classroom seating
 Theater seating
 Round Tables seating
 Hollow Square seating
 Boardroom seating
 Standing reception
 Cluster seating
 U-Shape seating
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Seminar packages
Seminar packages is vary depends on the company nature of business and as well as their
requirements and agreement with the Sales Representative. It generally, the entire seminar
package will include;
 Main Room Hire
 Writing pads & Pencils,
 Mineral Water
 Mints
 1 LCD Projector Screen
 1 Rostrum with 1 wired mic
 1 Whiteboard with assorted markers
 1 Flipchart with assorted markers
 1 Four-gang socket extension cord
 2 Coffee break sessions ( flexible, chargeable accordingly)
 1 Lunch at Feast Village ( flexible, chargeable accordingly)
Seminar Package Coffee Break

The coffee breaks items which normally 4 items per session is prepared at the Kitchen and
approximately two (2) hours before the coffee break session starts, Banquet Servers have to pick
up all the items and arrange it on the snack counter.
Seminar Package Lunch Arrangement

Seminar lunch is normally arrange at the Feast Village where all the participant is provided with
a voucher daily which entitled them to have their lunch at any of the participated outlets. Lunch is
not necessary held at the Feast Village, it can be organized to be in the function room itself but
prior reservation and agreement has to done beforehand.
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2.1.3 SUB DEPARTMENT / POSITIONS
2.1.3 (a) BANQUET SERVER
Banquet Server Responsibilities

 Guest Relations
A big part of being a Banquet Server is guest relations. While a banquet server might have fewer
interactions with guests than he would if he were a restaurant server, a banquet server can still be
expected to deal with a variety of customers with many different needs. As a banquet server, I
need to inform guests of what the meal will be, as well as answering questions and making
recommendations for drink orders or other items. Whether it's finding a booster seat for a young
guest, refilling a glass of wine or making sure someone gets the vegetarian meal she ordered
ahead of time, the banquet server works to make the banquet's guests feel comfortable.
 Setup
Banquet servers can be expected to set up tables and chairs. Included in the setup are placing
tablecloths, china, silverware, napkins and table décor on tables. Assignments can include setting
up steam tables, food serving tables and drink stations. Sometimes servers can be asked to put up
banner and decorations, depending on the specific need of the event.
 Food Preparation and Delivery

While a banquet server might not prepare the food, we will often assist in some of the food
preparation, such as assembling salads and cutting portions for dessert. We also might make the
drink orders, as well as providing refills when necessary. When the food is ready to deliver, the
banquet server is usually there to bring it out and set it in front of the guests. The banquet server
will also clear away unwanted plates, glasses and silverware to help keep the table clean and easy
to navigate for the guests. If a guest has a problem with her meal, such as chicken seeming
undercooked, the banquet server will help solve those problems by sending the food back to the
kitchen or by making other suggestions.
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 Clean Up
After the guests have left the banquet room, the banquet server will begin cleaning. This typically
involves removing plates, glasses, silverware, napkins and whatever other items are still on the
table. The server will remove the tablecloth and throw it away if it is disposable or place it with
other laundry items if it needs to be cleaned. The banquet server will also wipe down the table
and chairs, as well as vacuuming and sweeping to get the banquet room back to clean and ready
condition. Other responsibilities may include kitchen cleanup, refilling salt and pepper shakers,
doing laundry, storing items in the refrigerator, freezer or dry storage and tearing down and
storing banquet tables and chairs if they are to be removed from the room.
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Banquet Server Daily Task and Duties
1. Check Assignment Sheet

The duties started when the server comes into the office and received their particular assignment;
normally a banquet server will be stationed at an event alone or assisted by another server based
on the type of event and requirements. The banquet server has to be there until the event finished,
but if he is replaced by another server then he need to convey all the message and information
that is important regarding the event. There are two (2) documents that a server need when taking
care of an event which are;
i. Banquet Event Order

BEO is vital since it have the entire requirement, set up, billing instruction, menus and
other information. It will be the bible for the server to understand about the event, and
also as reference if any incident occurs.
ii. Event Forecast
Event forecast copy will be prepared by the Business Center Coordinator daily, and it will
list all definite events in a week. It is normally used for planning what is the next action
need to be taken to the function room after the current event is finished.
2. Check function room setting

After received the function room that I stationed, immediately go to the function room and check
all the setting and set up while review the BEO. Inspect whether all everything is in order and
according to the standard. It there is something that is not there, quickly solve it before the event
starts. All additional requirements will be charge accordingly.
5. Confirming the event attendance

All the BEO will have confirmed attendance, and I as a Banquet Server have to check with the
organizer the total attendance on that day or the other option is to get the Sales Representative in
charge to provide with the information. The reason is where if the number is exceeded, than
certain charges based per head will be applied and if the number is below the guaranteed
attendance, then we will stick to the guaranteed number. It will help hotel to cut a lot of cost as
well as generating revenues.
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6. Notify restaurant
The actual number of attendances also useful where the information will be conveys to the
restaurant that the group will be having their lunch or dinner. It will help the restaurant to manage
the spaces, seats and food arrangements.
7. Pick up coffee break snacks

Coffee breaks sessions is have 2 sessions, which are AM Coffee Break and PM Coffee Break. It
is depends on the company that organizing to the event whether they want to have both, one or
not having any coffee break at all. If there is any coffee break arrangement, it will be stated in the
BEO along with the menu for the snacks. Coffee breaks items need to be picked up at the
respective kitchen around 2 hours before the session starts.
8. Reset room
Reset room is applicable when all the attendees went for their lunch and actions are taken such as
to replenish mints, replacing the mineral water and goblet. Depends on the certain condition, note
pad and pencils also will be replenish.
9. Change set up
Depending on the Event Forecast, the room later will be set up depends on the upcoming event
requirements. The room might be tearing down, reset or turn over.
Check
Check function Confirming Notify
assignment
room setting attendance restaurant
sheet
Pick up Coffee
Change set up Reset room
Break snacks
Figure 7: Banquet Server Job Flows
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2.1.3 (b) BANQUET CAPTAIN
As an intern, I was lucky enough to be given the opportunity as a Banquet Captain where other
interns before never had the same chance as me and I believe that I have to utilize this
opportunity to the maximum in order to gain knowledge and experience. A banquet captain's
from my perspective are important in working as a liaison between at several different parties or
departments, including the event hos or organizer, event guests, chef and kitchen staff, the
banquet manager, and the serving staff, either at a catered party or large business meal. The
banquet captain’s main goal is to ensure guest’s overall satisfaction and happiness at the function
by calling on his well-oiled banquet staffs.
As a Banquet Captain, my responsibilities expanded from stationed at a function room to in

charge for the whole floor. In charge of a whole floor means that I am monitoring numerous
events at a time, and ensure that they have the highest quality of services provided. I order to
achieve that, I was told to consistently communicate with the event organizer as well as the
Banquet Server. Try to pop out question to the banquet server such as how many attendees,
where is their lunch venue, what time they will be having their lunch is one of my method to
make sure that all the Banquet Server well aware of the event details.
Banquet Captain Responsibilities

 Makes and Delegates Staff Assignments
As a Banquet Captain, I need to convey to my team about their responsibilities and delegates
table set-up, guest reception, serving and attention, event tear-down, side work down to the
smallest details like who refills water glasses.
 Attends to the Guests' Needs and Complaints

Holding the position of Banquet Captain require me to ensures the satisfaction of the event guests
and present myself well since I am the face of the banquet staff. I need to resolves complaints
within the scope of my authority at an event site.
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 Coordinates Food Service
The banquet captain communicates with the kitchen staff and banquet servers to ensure that they
maintain good communication and understand one another's need. This duty is particularly
important if the banquet captain and his team are at a different event site and working with a
different staff, but even if the site and employees are the same, this is an important function.
When the banquet captain acts as a buffer between the two entities, he can clear up any
misunderstandings and help overall productivity, quality and speed of service to the guests.
 Assists in Administrative Duties

In preparation for a banquet or party, the banquet captain assists in basic administrative duties
include knowing and charting a seating diagram, maintaining inventory records and staffing
records, attending staff meetings and completing a captain's report for each event.
 Helps to Prepare Tables and Food

To be a Banquet Captain does not mean that I only delegate the appropriate responsibilities and
performed all of my other duties, I also should help set up for the event, which can include setting
the tables with tablecloths, napkins, silverware and others.
Banquet Captain Duties

 Prepare assignments for staff assigned to each event
 Greet host for assigned events and stay in contact throughout the events.
 Work closely with Banquet Manager and Sales Coordinator to plan all events.
 Ensure front and back of the house are maintained in a clean and orderly fashion.
 Know the menu for each function served and be able to explain the major ingredients and
preparation methods for each item to be served.
 Promotes and maintains the highest level of customer service.
 Resolves guest complaints within scope of authority.
 Performs other job related duties as assigned.
 Attend meetings as required by management.
 Implements and maintains JW Marriott Kuala Lumpur policies and procedures.
 Collect payment, posting and producing Banquet Check after the event finished.
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Banquet Systems
Banquet staff does not use system frequently, except for the Banquet Captain and Banquet
Manager. The system that they are using is;
i. Squirrel Mail
Squirrel Mail is an internal email system, which also used by other YTL properties all
over Malaysia. It will list out all email list from each property and make it easy to contact
for certain reasons. Email normally will be used by Banquet Managers to distribute
information or receive formal instruction for other department or personnel.
ii. Squirrel Café
A point-of-sales (POS), used to create bills, checks and posting the related charges into
the system which will go directly to the Account Department. It also used to print the
checks in order to collect the payment and get the signature of the organizer.
iii. Banquet Management System (BAMS)
Banquet Managers and Captains do not have much authority in operating this system and
only use it to check and print out the Event Forecast only.
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2.1.4 CONCLUSION
To be in Banquet Department is a new and valuable experience for me since I never encounter it
before, even in classes. I do learn about Food and Beverage subject such as HTH230 and
HTH250 but it does not include lessons about Banqueting. The department functions and system
is more less similar or match based on the books and lessons in the school, but based on my
experience it varies depending on the particular organization or situations.
There are a few discrepancies that I identified, comparing the hotel and the school. Firstly,
students are not exposed with the Banquet scope of responsibilities and tasks. They may have
done small events before such as Faculty Dinner, but they did not receive any formal lessons for
Banquet. Not to underestimated the knowledge, it is very important for a student to master it in
order to climb the corporate ladder.
Next is all the systems, equipment’s, storage, amenities are not used or practiced in the UiTM
Hotel. Maybe because of the gap between the hotel standard compared to the school hotel, but in
terms of storing, organizing and services are not an excuse not to practices any.
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. Guest encounter on the Banquet floors.
As a conclusion for this section, I would like to state that I personally feel that the department is
not facing any major problems with its operation and based on my observation, the flow of work
usually goes very smoothly but there is always space for mistake. Each associate seems to be
aware of their tasks and responsibilities performing their job well.
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What I can conclude about the task and responsibilities of a Banquet person is where a successful
server should be attentive to guests without being intrusive. He should be knowledgeable about
the food he is serving, taking time before a meal service to review the menu so he can answer any
questions the guests may have. A successful banquet person should be able to serve a multi-
course meal efficiently and fluidly. He should be able to make the guest feel at ease and create a
comfortable environment. In addition to customer service, he must also be a team player. A good
person recognizes when fellow colleagues may need help and offers assistance gladly.
Lastly, I do identify certain problem in the department itself and I believed that if it is not cured
now, it will lead to destruction. First, the department did not practice briefing in every shift and it
is the major problem that leads to other problems, relevantly the associates does not have proper
medium to do training, sharing information, passing message and communicating among
associates and management. Next is the associate’s attitude problem where maybe because of the
workload that they carried and dissatisfaction with salary offered. Lastly, lack of staff also
contributes to rigid timetable and massive workloads.
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2.2 SALES DEPARTMENT
2.2.1 INTRODUCTION
The JW Marriott Sales Department is placed under the direct surveillance of the YTL Vice
President of Operations and General Managers from the JW Marriott Kuala Lumpur and The
Ritz-Carlton Kuala Lumpur. The department is no longer under the JW Marriott management, but
it is bounded under the flagship of YTL Hotels and Resorts. So in general, Sales Department here
is called YTL Corporate Sales Office, with another wing of YTL Catering Sales Office which
stationed at The Ritz-Carlton Kuala Lumpur. In other words, YTL Corporate Sales Office is
responsible for selling and managing any corporate sales and functions which will be held at JW
Marriott Kuala Lumpur and The Ritz-Carlton Kuala Lumpur. The Corporate Sales Office later
divided into a few divisions which are Resorts Sales, International & Travel Industries Sales and
Telemarketing Sales that is in control for selling Spa Villages.
All Sales Associates are office-based, but the Sales Executive and above positions will be
travelling out of the office in most of the time for sales calls and appointments. The Sales
Department in general consists of twelve (12) persons under the International & Travel Industries
Sales, ten (10) persons under the Catering Sales, three (3) persons under the Resorts Sales, thirty-
one (31) persons under the Corporate Sales and the Telemarketing Sales for Spa Village is
outsourced to a company named Hospitality Direct Sdn Bhd.
The Corporate Sales later encircled of six (6) Sales Account Director, a (1) Senior Sales Account
Manager, seven (7) Sales Account Manager, a (1) Event Manager, a (1) Sales Account Assistant,
three (3) Sales Account Executive, a (1) Sales Administration Assistant and eleven (11) Sales
Coordinator. In the same office also, it is home a Group Yield Management which comprises of
three (3) persons which are the Group Yield Manager, two (2) Market Analysis Administrator
and two (2) Group Coordinator who are under the Front Office Department.
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Senior Sales Account Manager
(1 person)
Sales Account Assistant
(1 person)
Sales Account Director Sales Account Manager
(6 persons) (7 persons)
Sales Account Executive
(3 persons)
Event Manager
(1 person)
Sales Coordinator
(11 persons)
Sales Administrator Assistant

(1 persons)
Figure 8: Corporate Sales Department Organizational Chart
The Sales Director is the highest rank of the hierarchy, followed by the Senior Sales Account
Manager and Sales Account Manager. Each of them represent different account of market
segment or industry that there are accountable for. Each manager represents a team, filled with
Sales Account Assistant or Sales Account Executive. All the top positions stated above is the one
who responsible for meeting customer, going for sales calls or visits and appointments. Most of
the time they are in direct contact with the client and away from the office. Sales Coordinator is
responsible for coordinating the team paperwork, handling appointments for the manager,
meeting clients for site inspection and others.
Being different than other hotels Sales Department who normally delegated and assigned their
Sales Representative based on territories or zone, YTL Corporate Sales Department narrowing it
down to assigned each manager which represents a team to specific industry and market. Any
inquiries or proposal from companies will go through Sales Administrator Assistant and he will
send the details to the Sales and Catering Administrator to allocate the inquiry for availability
before forwarding it to the Sales Team in-charged.
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The Sales Department work shift started at 9.00am until 6.00pm, from Monday till Friday only.
All the Sales associates are entitled of two (2) off-days and any events of Public Holidays in
Malaysia. The shift normally started with a briefing, which a Sales Coordinator will be in charge
of reading the JW Marriott Kuala Lumpur and The Ritz-Carlton Kuala Lumpur daily packet
which includes all the information about the latest hotel industry news, Marriott International
news, YTL news, promotions, group in-house, occupancies, VIP in-house until the smallest
details of associates birthday. During the briefing, there will be a question and answer session in
order to polish the Sales persons product knowledge. The briefing took place in the office floor,
often joined by the President of YTL Hotels, YTL Vice President of Operations and General
Managers from JW Marriott Kuala Lumpur as well as The Ritz-Carlton Kuala Lumpur.
Team Name Position Market / Industry

Oil & Gas, Petrol
Debbie Ng Sales Account Director
Chemical, Mitsubishi
Company
JW Marriott Matthew Chan Sales Account Executive
Water / Waste Industries,
Team A
Chemicals
Mohd Romi Irwan Sales Coordinator Cleaning Services, Pest

Control
Fast Food, Franchise,
Senior Sales Account Restaurant,
Christine Wong
Manager Hypermarkets, Hotels
JW Marriott
Team B Food & Beverage,
Mohd Romi Irwan Sales Coordinator Packaging

( Manufacturing, Trading,
Services )
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YTL Owner Co,
Affiliations
Shino Low Sales Account Executive Subsidiary & Referral
BizAutomation
Aerospace / Aviation
JW Marriott
Defence Technology
Team C
Security Services
Marine, Shipping,
Noridayu Ibrahim Sales Coordinator
Expedition
Courier Services
Transportation Services
Meeting, Incentive,
Eddie Phuah Sales Account Director
Convention & Exhibition
Event Management
Lim Chinn Yi Event Manager Media, Entertainment,

Broadcasting.
JW Marriott PR & Advertising, Film
Team D House
Guan Li Sales Account Executive
Travel Agencies &

Industries
( Conference for JWM &
Diana Affandi Sales Coordinator RCKL Only )
Airlines
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Power Generation
Fiona Yong Sales Account Manager Energy & Utility
JW Marriott Plantations, Agriculture

Team E
Mining, Mineral, Quarries
Chai Li Ting Sales Coordinator
Tobacco
Yap Wai Ming Sales Account Manage

Training
JW Marriott
Noraini Talib Sales Coordinator
Team F Consultancy, Marketing,
Management
Kent Choong Sales Coordinator
Colin Siow Sales Account Manager
Embassy
Valiram Group
Meena Ramalingam Sales Account Assistant ( Corporate & Catering -
Colin Siow )
JW Marriott
Earma Eza Sagzir Sales Coordinator Associations, Clubs
Team G
Societies, Foundations
Churches, Religious &
Organisations
Muhammad Salihin Management Trainee / Colleges, Institutions,
Jaafar Sales Coordinator Universities
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Steffany Boak Sales Account Director Computer, Software &
Hardware, Semiconducter
( Manufacturing / Trading
/ Services )
JW Marriott
Hendric Mohan Sales Account Manager
Team H
Telecommunications
Electronics, Electricals
( Manufacturing / Product
Syafiq Ridha Sales Coordinator Sales / Services )
Real Estate, Property

Maintenance
Architect, Interior Design
Jessica Teh Sales Account Manager

Recreation, Amusement
Gaming & Sports Team
Computer Games
JW Marriott Legal
Team I Employment Agencies
Business Centre
Mechanical, Machineries,
Metal & Steel
Daryl Chung Sales Coordinator Factoring
Furniture, Wood & Paper

Industries
Construction, Developer,
Cement
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Financial Institution
Sonja Yap Sales Account Director
Investment, Merchant
Banking
Securities
JW Marriott Sharon Liang Sales Account Executive Commercial Bank / Credit

Team J Card
Financial Services
Accountancy / Research
Noridayu Ibrahim Sales Coordinator
Insurance / Re-insurance
Steven Chen Sales Account Manager Pharmaceutical

JW Marriott
Team K Medical Services, Hospital
Daryl Chung Sales Coordinator Dental & Medical Supplies
General Trading
Kent Chung Sales Account Manager

JW Marriott Consumer Products, Retail
Team L Sales
Chai Li Ting Sales Coordinator

Direct Selling
Rosihan Anuar Sales Account Director
JW Marriott
Muhammad Salihin Management Trainee/ Government
Team M
Jaafar Sales Coordinator
Table 6: Corporate Sales Teams
49
Speaking to one of the Sales Director to acquire more information, I was told that the Sales
Account Director and Sales Account Managers are doing sales for Malaysia and Singapore. They
are also assigned to specific market and industries and based on two (2) factors:
i. Needs and requirements of certain company and industry

When the organization assigned each Sales Representative to concentrate only to specific
industry, it will help them to understand the need and requirements of the industry since
most of the companies will be generally sharing the same nature of the industry in terms
of promotions, managements, restrictions, rules and regulations. In the other hand, it will
create a salesperson that will be in their shoes and at the same time obtaining sales for the
hotel.
ii. Experience and knowledge
When a salesperson is concentrating in the industry for quite a time, he will be very
familiar with the nature of the industry players and experienced enough in handling
specific type of persons as well as create a network within the industry players. It will
create a long term bond between the hotel and the industry which will generate revenue to
the hotel. Knowledge about the industry is crucial for salespersons, and what most of the
hotel do is they assigned their salespersons based on region which I personally believed it
is not practical. A region will include a lot of industries in a single category and to be
honest, it will be quite a mess. By dealing with specific market, salespersons can keep
updated about the latest news, trends, rules and regulations and many other which will
benefit both parties.
Sales Department and Marketing Department normally belongs in a department, like most of the
hotel does but not is JW Marriott Kuala Lumpur. Sales and Marketing is totally two different
department, and they are both centralized and under direct surveillance of YTL Hotels and
Resorts. But even though marketing is not under the Sales Department, the salespersons of YTL
Corporate Sales still carry out their marketing effort in order to have a direct contact with the
customer or analyzing the potential customer. Below are the methods of sales and marketing that
normally practiced by the salespersons;
50
Method Explanation
 To distribute latest promotions, information’s and services in
the hotel.
 Email sent will be included with contact details in case the
person or the company interested to acquire services from the
hotel.
E-mail
 As a medium of interaction between clients.
 As example during the Ramadhan month, salespersons double
their effort of sales by emailing the Ramadhan Buffet Dinner
promotion to their entire client in order to gain business to the
hotel.
 Sales calls or sales visits are where the salesperson will make
an appointment with the potential customers who are
interested in acquiring services from the hotel.
 They visit normally will be joined by the General Manager
from JW Marriott Kuala Lumpur or The Ritz-Carlton Kuala
Sales Calls / Sales Visit Lumpur as a sign of support and how enthusiasts the hotel
would be to provide the services to them.
 During this method, they will normally bring along some
souvenir from the hotel and Sales Kit to give clearer picture
about the hotel and how admiration the hotel towards the
potential event.
Entertainment  Entertainment is an effort or a method used by the way of
treating the guest or client with hotel’s product for
complimentary to further enhance the hotel’s image as well as
to make them feel honored.
 It will create a long term relationship between the hotel and
the client, and can be done by sending cakes during their
birthday, inviting them over to taste the latest promotion in the
air, free spa treatment and many others.
51
Site Inspection  If a client wants to have a site inspection, then it means that
the chances to get the business have expanded to larger
percentage. This is the best time and method by convincing
them why they should do it at our property.
 During this session, we will bring the potential clients to view
all type of rooms, outlets, facilities, services and others in
order to amaze them and make them believe there is no other
place better than at our property.
Buddy  ―Buddy‖ is where your clients or your colleagues introduce
you to potential clients.
 As example, the Sales Account Manager who is in-charged for
the Medical Services and Hospital market found out that his
client which is a doctor also act as a board member in the
Malaysian Medical Association so he introduce him to the
Sales Account Manager who is in-charged for the Association
market.
Table 7: Sales Approach and Method
52
As mentioned above, Sales Kit is one of the salespersons best friend which he or she will bring
most of the time and the items contained are listed below;
i. The Ritz-Carlton Hotels And Resort of Asia Book
ii. The Ritz-Carlton Kuala Lumpur Flash Presentation CD-R
iii. The Ritz-Carlton Kuala Lumpur Fact Sheet
iv. The Ritz-Carlton Kuala Lumpur Function Room Capacity List
v. The Ritz-Carlton Kuala Lumpur Conference Center Floor Layout
vi. Latest Promotions Flyer and Booklets (e.g. Ramadhan Buffet Dinner)
vii. Starhill Gallery Information Booklet
viii. JW Marriott Kuala Lumpur Fact Sheet
ix. JW Marriott Kuala Lumpur Function Room Capacity List
x. JW Marriott Kuala Lumpur Conference Center Floor Layout
xi. YTL Hotels Fact Sheet
xii. The Majestic Malacca Fact Sheet
xiii. Spa Village Tembok Bali Fact Sheet
xiv. Cameron Highlands Resort Fact Sheet
xv. Tanjung Jara Resort Fact Sheet
xvi. Pangkor Laut Fact Sheet
xvii. YTL Life Magazine
53
2.2.2 SUB DEPARTMENT / POSITION
2.2.2 (a) SALES COORDINATOR
During my internship period in the YTL Corporate Sales Offices, I was assigned as a Sales
Coordinator under the team led by Mr. Colin as the Sales Account Manager, assisted by Miss
Meena as the Sales Account Assistant and Miss Earma Eza as the Sales Coodinator. The team is
in-charge of;
1. Embassies
2. Valiram Group
3. Associations, Clubs, Societies, Foundations, Organizations
4. Churches, Religious
5. Colleges, Institutions, Universities
After a few weeks in the department, I later was assigned to assist a Sales Account Director who
is in charge of Government Market, Mr Rosihan Anuar due to the absence of his coordinator. In
general, I was assigned to two market accounts and it is really tough in managing all the
workloads coming from both teams. As a Sales Coordinator, it is my role to support my sales
team in attaining the monthly as well as annual targets and operates with management and clients
to determine business requirement. It is my duty to answers phones, makes follow-up calls with
prospective clients, and holds meetings for my Sales Account Manager with clients who are
looking forward to book an event. I reports report directly to the manager about conflicts and
concerns with a party booking a group function. Additionally, coordinators follow-through with
client requests until the event finished.
54
Sales Coordinator Duties and Responsibilities
1. Maintaining a healthy relationship with existing customers while opening up fresh customers
2. Providing sales and administrative support involving efficient handling of top and confidential
agreements.
3. Supporting the sales team in attaining sale targets.
4. Preparing proposals, agreements, sales report, presentations, BEO’s, Sales Kits and related
documents needed.
5. Updating the sales database
6. Maintaining an efficient work environment
7. Coordinating and responding to all requests from the client.
8. Follow up with prospective clients and recent clients.
9. Hold meeting or follow the Sales Account Manager for a sales visit.
10. Ensure that all the work is updated and done before the dateline.
55
Systems
In Sales Department, there are a few systems that are used to manage and planning event and it is
explained below;
1. Banquet Management System (BAMS)

BAMS is a system that is created and generated by the YTL Communications and widely used in
all YTL Property all over the world. The system is used to block function room, prepare BEO’s,
opening an account, updating the sales team database and publish the change form.
2. Squirrel Mail
Every sales person has their own email address and the mail system is connected internally to all
YTL hotels and resorts personnel. It also used as a marketing method whereby the email will
included with certain clauses of hotel information, contact details and promotions. Each
salesperson will have two emails, one is for the hotel they in charge and another one is for YTL.
Below are the samples of the email addresses;
 salihin_jaafar@ytlhotels.com.my
 salihin_jaafar@ritzcarlton.com.my
3. Microsoft Visio
The system is used to create the function room floor plan, and it is filled with the actual size of
the room and banquet equipment. When the proposed floor plan is generated, it will be sent to the
prospective clients for their confirmation and later will be distributed to the department related.
4. Sales N-Drive
Sales N-Drive is a sharing system where all salespersons will have their own folder in it and used
to keep all the documents and database inside. It can be access through from all computers and
laptops in the department, and also from home. It will help the salesperson to update or look for
their documents at anywhere and anytime.
56
Event Planning’s and Job Flows
An inquiry may be made in form of phone calls, letters, and visits or via email. I will explain step
by step process of how an inquiry will be attended.
Step 1: Attending an Inquiry

As explained above, an inquiry may be made from various sources and the salesperson has to
utilize the ―Sales Inquiry Form‖ in order to attain all the details needed to proceed with the next
step. Inquiry normally will go through the Sales Administration Assistant who handles all the in
and out calls and he is the one who will take all the details and send it to the Sales and Catering
Administrator for further action. Below are the lists of details needed from the prospective client;
 Company Name  Email Address

 Industry  Date Of Event
 Preferred Hotel  Type of Event
 Contact Name  Time
 Contact Number  Person Approximate (pax)
 Fax Number  Set Up
 Mobile Number  Remarks
Step 2: Blocking the Event

Once the Sales Inquiry Form is filled with all the details needed, it later will be forwarded to the
Sales and Catering Administrator to block the proposed function room. The inquiry details later
will be forwarded to the Sales Account Manager in-charge of the industry along with the name of
the function room blocked, status and cut-off date via email.
Step 3: Generating Proposal

The sales team in-charge of the industry later will receive the email from the Sales and Catering
Administrator and responsible to generate the proposal along with the quotation or seminar
package based on the requirements of the prospective client. The packages are classified based
on;
57
i. Seminar Package JW Marriott Kuala Lumpur
SEMINAR PACKAGE PACKAGE RATE PACKAGE INCLUDES
FULL DAY:
Main Room Hire
9am to 5pm RM180.00++
Writing pads & Pencils,
Meeting Package is inclusive of per person per day
Mineral Water,
2 Coffee Breaks & 1 Lunch Only
Mints
1 Screen
1 Rostrum with 1 wired microphone
HALF DAY:
1 Whiteboard with markers
9am to 12noon / 12noon to 5pm RM155.00++
1 Flipchart with markers,
Meeting Package is inclusive of per person per day
1 Four-gang socket extension cord
1 Coffee Break & 1 Lunch Only
Table 8: Seminar Package JW Marriott Kuala Lumpur
ii. Seminar Package The Ritz-Carlton Kuala Lumpur

SEMINAR PACKAGE PACKAGE RATE PACKAGE INCLUDES
FULL DAY:
9am to 5pm
RM200.00++ per
Meeting Package is inclusive
person per day
of 2 Coffee Breaks & 1  Complimentary use of the main meeting room
Lunch Only from 9.00am – 5.00pm with a dedicated server
 Free flow of coffee & tea
 Bottled water, mints, writing pads and pencils
HALF DAY:
 One flip chart or one white board with markers
9am - 12pm / 12pm - 5pm
RM185.00++ per
Meeting Package is inclusive
person per day
of
1 Coffee Breaks & 1 Lunch
Only
Table 9: Seminar Package The Ritz-Carlton Kuala Lumpur
58
iii. Room Rates JW Marriott Kuala Lumpur ( Embassies Rates)
ROOM TYPE ROOM RATE
RM380.00++
Deluxe
per room night
(King/Twin)
(inclusive of wired broadband)
RM550.00++
Executive Deluxe per room night
RM650.00++
Junior/Studio
per room night
Suite
Table 10: Embassies Room Rates JW Marriott Kuala Lumpur
iv. Room Rates The-Ritz Carlton Kuala Lumpur (Embassies Rate)

ROOM TYPE ROOM RATE
RM480.00++
Deluxe per room per night
(include with butler service and wired broadband)
RM550.00++
Executive Deluxe per room per night
RM850.00++
Grand Deluxe per room per night
RM950.00++
Premier per room per night
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.
59
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.
60
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:
Blocking Generating
Inquiries
Events Proposal
Payment Negotiating Following up
Preparation of
Day of
BEO and Full Payment
Function
Documents
Figure 9: Event Planning and Job Flows
61
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.
62
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.
63
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.
64
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.
65
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.
66
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.
67
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.
68
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.
69
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.
70
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.
71
APPENDIXES
Appendix 1 : Marriott Brand Logo
72
Appendix 2: YTL Hotels Brands Logo
73
Appendix 3: Hotel Building Exterior 1 Appendix 4: Hotel Building Exterior 2
Appendix 5: Hotel Entrance

74
Appendix 6: The Bellman Appendix 7: Hotel Atrium
Appendix 8: Starhill Lounge
75
Appendix 9: Hotel Lobby Appendix 10: Deluxe Room 1
Appendix 11: Deluxe Room 2 Appendix 12: Presidential Suite Bedroom
76
Appendix 13: Two Bedroom Suite Appendix 14: One Bedroom Suite
Appendix 15: Studio Suite Appendix 16: VIP Suite
77
Appendix 17: Grand Ballroom Appendix 18: Ballroom Foyer
Appendix 19: Boardroom Appendix 20: Business Center
78
Appendix 21: Village Bar Appendix 22: Third Floor Restaurant
Appendix 23 : Shook! Restaurant
79
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
Appendix 29 : Seminar Lunch Packages at Feast Village
80

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1.

1.1.1 MARRIOTT INTERNATIONAL

Figure 1: Marriott Logo

Select Service Lodging

Extended Stay Lodging

Figure 2: YTL Hotels Logo

YTL LUXURY RESORT

YTL LUXURY ESCAPES

YTL LUXURY HOTELS

YTL LUXURY CLASSIC HOTEL

YTL LUXURY MID CLASS HOTEL

Figure 3: JW Marriott Kuala Lumpur Old Logo and New Logo

Figure 4: JW Marriott Kuala Lumpur Location Map

JW Marriott Hotel Kuala Lumpur

Room Type No of Rooms Published Rate

Table 1: No. of Rooms, Types and Rates

Feast Village, Feast Floor – LG

 Luk Yu Tea House

 Enak Kuala Lumpur

 Pak Loh Chiu Chow

 Jake’s Charbroil Steak

JW Marriott Kuala Lumpur

Eddy’s Café & Bar

Jacky Chan’s Café

Third Floor Restaurant

The Lounge at Starhill

 Air Conditioned  Concierge Desk

Function Room Capacity

Mayang Sari I Lower Level 3 6.5 x 7.5 45 m² 22 x 25 488 sqf 32 15 1 20 18 15

Mayang Sari I & II Lower Level 3 4 x 15.5 89 m² 14 x 51 963 sqf 75 36 4 50 40 39

Mayang Sari III Lower Level 3 6.5 x 7 40 m² 21 x 24 440 sqf 29 14 1 20 14/18 12

Mayang Sari III & IV Lower Level 3 5 x 14 89 m² 16 x 49 964 sqf 77 34 4 50 38 38

Bintang I Level 3 9 x 10 96 m² 30 x 33 971 sqf 65 23 4 60 30 32

Bintang III Level 3 8 x 12 89 m² 26 x 40 959 sqf 82 30 4 60 30 48

Bintang IV Level 3 7 x 7.5 55 m² 24 x 26 602 sqf 43 15 2 40 18 / 22 34

Bintang V Level 4 7x8 53 m² 23 x 26 576 sqf 41 19 2 40 18 / 22 20

Bintang V & VI Level 4 4.5 x 14 107 m² 15 x 46 1154 sqf 88 36 7 90 40 48

Bintang VII Level 4 6.5 x 7.5 50 m² 21 x 25 539 sqf 38 18 2 30 20 / 22 22

Boardroom I Level 4 5x8 39 m² 17 x 26 420 sqf - - - - 14 -

Boardroom II Level 4 5x6 30 m² 16 x 20 331 sqf - - - - 14 -

 Mayang Sari Grand Ballroom: Ceiling Height @ 19' 8”

Function Room Capacity

Starhill 2 Level 4 13 x 14 221 m² 43 x 47 2384 sqf 212 30 12 180 42 112

Starhill 3 Level 4 14 x 14 235 m² 46 x 47 2534 sqf 212 30 12 180 42 112

Starhill 6 Level 4 7.5 x 16 120 m² 24 x 53 1291 sqf 134 38 8 90 44 64

Starhill 9 Level 4 8 x 16 129 m² 27 x 53 1388 sqf 148 38 8 90 44 64

- Starhill Conference Centre: Ceiling Height @ 8' 9”

Table 3: Starhill Function Rooms Capacity

1.1.9 (a) MARRIOTT INTERNATIONAL

―To Be the World 1st Choice for Full-Service Hospitality‖

MARRIOTT CORE VALUES

Marriott Spirit to Serve

THE YTL CORPORATE OBJECTIVES AND CULTURE

THE YTL HOTELS PHILOSOPHY

THE JW MARRIOTT COMMITMENT

― At the JW Marriott, we provide an environment of simple elegance where our guests

THE JW MARRIOTT KUALA LUMPUR VISION

THE JW MARIOTT KUALA LUMPUR MISSION

1) Human Resource Department

Housekeeping Front Office

Figure 5: JW Marriott Kuala Lumpur Organizational Chart

Marketing Department is categorized as centralized department as well since it handles any

Date Duration Department