INTRODUCTION TO INTERNSHIP

The word internship actually came from the French word interner which means a houseman. This word intern was earlier used for the persons working in the medical field, which was later on followed in every field. It was started for the first time in 186570. The internship refers to a stage during which an individual students get opportunity to experience his/her industry of interest before entering into future career field. An Internship provides real world experience to those looking to explore or gain the relevant knowledge and skills required to enter into a particular career field. Internships are relatively short term in nature with the primary focus on getting some on the job training and taking whats learned in the classroom and applying it to the real world. Interns generally have a supervisor who assigns specific tasks and evaluates the interns overall work. Interns can be high school or college students or even adults interested in trying out a new career. Many college students do internships to gain relevant experience in a particular career field as well as to get exposure to determine if they have a genuine interest in the field. Internships are an excellent way to begin building those all-important connections that are invaluable in developing and maintaining a strong professional network for the future. An internship may be either paid, unpaid or partially paid. Paid internships are most common in the foreign countries. But in context of Nepal, internships are often unpaid, volunteer positions; in some cases, the interns have to pay to the business organization. Internships may be part-time or full-time. They usually last 3-6 months, but can be shorter or longer based on the company for which they intern.

HOTEL INTERNSHIP
1

Hotel internship is the part of our fifth semester study, which can be done within the country or overseas for about six months in different departments of the hotel. It is especially done to gain the work experience in the hotels to show our working skills with your capability towards work. In the context of Nepal, internship is usually unpaid but in case of foreign countries, internship is usually paid. One can choose any hotel of different grades for the internship whether 3 star 4 stars or 5 stars. During this period, we are supposed to use the knowledge and skills, which we have learned during our practical class in our college and bring them in practice in real hotel environment and enhance them according to the real hotel. This helps in developing our skills and knowledge and helpful for our final year. Internship provides the best way to become aware about our future career. Learning by doing and being exposed to professionals working in the field provides valuable experience, a professional reference, and often leads to a position upon graduation. Active learning by participants, inclusion of disciplined reflection about individual goals, inter-cultural competence, and personal attention from internship.

ADVANTAGES OF INTERNATIONAL
2

INTERNSHIP
I did my internship in Malaysia in zon regency hotel by the sea. With the development of economies and globalization, exposure to international business and culture is becoming a necessary and valuable experience for college graduates entering into the job market. An international experience in an academic program brings a significant edge to individuals when seeking career employment. Employers are always looking for persons who are self-confident, worldly and knowledgeable of a multicultural world. Successful completion of an international internship will further develop characteristics, which are desired by companies in the real business world. An internship is an excellent way to determine if the industry and the profession is the best career option to pursue. Interns not only gain practical work experience in a field that they intend to pursue but also build experience in international platforms. Internships help individuals to combine theory with practical work experience. Internships helps to develop professional work habits; provides an understanding of corporate cultures, gives an opportunity to analyze international business settings, offers platforms to compare differences in work styles. Internships taken internationally offers the privilege to observe differences in businesses, and see how projects are handled in different cultures, which might be conducted differently in the interns home country. Internships may present a potential for an offer of full time employment. International work experience is the most beneficial advantage that can be acquired by completing an internship. For students or fresh graduates, having this work experience on their resume can be the best way to get the foot in the door. This can result in more job offers as compared to individuals who lack such work experience. With globalization, more and more, employers are looking for individuals who have an international background, and that is where the advantage comes in.

OBJECTIVES OF INTERNSHIP
3

 The following are the list of objective, which a student should target during their internship: Internships will provide students the opportunity to test their interest in a particular career before permanent commitments are made. Internship students will develop skills in the application theory to practical work situations. Internship will provide career-developing opportunity. Internship will provide the students the opportunity to understand informal organizational interrelationship. Internship will provide the students with an in depth knowledge of formal functional activities of a participating organization. Internship will provide the knowledge and skills how to work in real hotel environment and adjust according to it.

METHODOLOGY
Methodology is composed of two words method and logy which means a way, system or any procedure of proceeding or doing something,
4

especially a systematic or regular one and logic. The word methodology was used in 18th century in neo Latin word methodologia. This word was first used in the field of medical and later used by the other- fields also. A system of broad principles or rules from which specific methods or procedures may be derived to interpret or solve different problems within the scope of a particular discipline. Unlike an algorithm, a methodology is not a formula but a set of practices. A body of practices, procedures, and rules used by those who work in a discipline or engage in an inquiry; a set of working methods: the methodology of genetic studies; a poll marred by faulty methodology. The study or theoretical analysis of such working methods. The branch of logic that deals with the general principles of the formation of knowledge. Methodology can properly refer to the theoretical analysis of the methods appropriate to a field of study or to the body of methods and principles particular to a branch of knowledge. In this sense, one may speak of objections to the methodology of a geographic survey (that is, objections dealing with the appropriateness of the methods used) or of the methodology of modern cognitive psychology (that is, the principles and practices that underlie research in the field).

SELECTION OF ORGANISATION:
Organization is a group of people working together in an organized and in a systematic way to achieve organizational goal. Selection of organization means selecting the organization to work. Our course of Bachelor in hotel management (BHM) has industrial training program. We have to do industrial training in our 5th semester. We have to select any 4 or 5 star hotel for our internship either in Nepal or outside the Nepal.
5

First, I have send my CV and had to give interview before being selected. Later I was selected in The Zon regency hotel Johor bahru, Malaysia for my internship program.

PLACEMENT:
After selecting the zon regency hotel for my internship I have face many interviews and has to wait for long time. When finally I was selected we were called by Miss ruby karmacharya for simple orientation in GEN consultancy before leaving for Malaysia for zon regency hotel. On 30 th November took flight to Malaysia. On 1th December we went to zon regency hotel .On 2nd of December we went for orientation class were met our training manager, Mr thiru and our HR manager, Ms. Irene toh and were congratulated for being selected and were hand over by the letter of terms and condition of our training period in hotel, the rules and regulations of the hotel, Dos and Donts for the Trainees then the orientation class started with the brief introduction by Training manager. After orientation we were taken for visit of interior and exterior of hotel and after visit we were taken to the related department for our training.

DURATION:
The duration for my training was 181 days in which I was moved to 2 different outlets of f&b departments of the hotel. Department Food and Outlets Coffee house FROM 2nd Dec TO 22nd Dec
6

beverage Palm lounge and bistro 23rd Dec 31st may

Schedule for coffee house Date: from December 2nd to December 22nd Duration: 20 days Reported to: Mr.thiru, training manager Supervised by: Mr. Jamal, outlet manager Schedule for Palm lounge and bistro Date: from December 23rd to 31st may Duration: 161 days Reported to: mr.thiru, training manager Supervised by: Miss Alice anak juti, asst.outlet manager

INTRODUCTION TO HOTEL INDUSTRY

HOTEL
The word hotel is originally derived from the word Host. Hotel is one of the components of tourism industry. The combination of many other components as a whole is called the hospitality industry. This means hotel is not only the component of tourism industry but also the component
7

hospitality industry. The hotel sectors represents a vital part of hospitality earnings since the provision of accommodation, food and beverage is essential for anyone spending time away from home, whether it is for business or pleasure, because a hotel is considered as Home Away From Home. Hotel is defined as hospitality organization of tourism activities for eating n lodging. According to the British laws a hotel is a place where a bona fide traveler can receive food and shelter provided he is in a position to pay for it and is in a fit condition to be received. Thus a hotel must provide food, beverage and shelter to travelers on payment and has the right to refuse if the traveler is not in the fit condition or is not in the position to pay for the service. The hotel industry is perhaps the oldest form of commercial industry in the world. It was way back in the 6th century BC when the inns were probably started in and around the London city, where the first Olympic game took place. A family who provide modest food and beverage and a hall to make their own bed and sleep on the floor opened the earliest inns. This condition of the inns prevailed for several hundred years, until the industrial revolution in England, which brought about new ideas and progress in the business at inn keeping. The invention of the steam engine made traveling even more prominent which had to more and more people traveling not only for business but also for leisure reasons. This lead to the actual development of the hotel industry as we know it today.

The word hotel was used in England in 1760. But the ideal growth of the modern hotel industry took place in America with opening of city hotel. The refine forms of Inns are the todays ultramodern hotels around the world. Hotel todays are not only cater to the basic needs of the guest like food and shelter provides but much more than that, like personalized services etc. Hotels today are a Home away from home. Classification of hotel
8

Hotel can be classified into different categories or classes, based on their operational criteria. For example:- the type of accommodation they provide, location of the property, types of services provided, facilities given and the clientele they cater can help categories hotels today. On the basis of location: Down town hotel Sub urban(residential)hotel Transit hotel Resort Motels On the basis of size: Small( guest rooms from 1-25) Medium (guest rooms from 26-100) Large/big(guest rooms from 101-300) Very large/very big (guest rooms above 300) On the basis of ownership and affilation: Owner operated hotel Owner managed hotel Independent hotel Franchised hotels Chained operated hotels

On the basis of star category: One star[*] Two star[**] Three star [***] Four star[****] Five star [*****] On the basis of guest stay: Inns
9

Residential (suburban) Transit Apartment Resort

On the basis of target market: Commercial hotel Airport hotel Casino hotel Conference Development of hotel companies: International corporate hotels and chains: These are large chains which are almost household words in the industry such as HILTON, INTERCONTINENTAL,HYATT, etc. Some of the groups are combination of company owned, franchise and management contract operation while others are entirely owned by any individual or a company. Their main features include standardization of services facilities and price, and many chain attempt to operate a hotel in most major capital cities throughout the world.

National hotel companies: Some countries have national hotel companies which operates home and abroad such as Taj, Oberoi hotel groups. These are both companies both are well known outside India. Small hotel groups:
10

Not all groups of hotels are large or widely dispersed. Some companies own a group which may consist of number more than 4-5 hotels and they may be confined to a particular area such as beach resorts. Independent hotels: These hotels are those which are privately owned or independent of any companies. Many guests enjoy staying at an established of this type of because of the individuality of the operation.

Development of hotel industry in Nepal

After the return of king Tribhuvan in February 1950, opened the door for the foreigner waiting to visit Nepal. Though the door was not totally closed for eager visitors. Nepal was considered only as forbidden land. There were few lucky visitors who could get permission to enter in this mysterious Himalayan country Nepal.
11

Hotel industry is the fastest growing industry in Nepal. There are many hotel industries established by the motto of serving the tourists. According the hotel association of Nepal, business in the hotel industry has grown nearly 15% in the current fiscal year as compared to the previous years. The hotel industry is considered to have the highest local private sector investment in Nepal with the recorded investment of around rs.100 billion. HAN has 8 five star, 3 four star, 12 three star, 22 two star, and 18 one star hotels and 165 non star, four allied and 33 resorts. There are 307 hotels including 42 outside the valley, which have 22661 rooms with 34,958 beds in the country. The first hotel opened in Nepal was Nepal Hotel in Jawalakhel in around 1951/1952 and closed within the year of its opening. 1952 Paras Hotel now closed 1954 Snow view Hotel now closed 1962 Hotel Green now closed 1964 Panorama and Shankar Panorama closed 1965 Annapurna 1966 Soaltee 1968 Blue Star now closed 1970 Crystal now closed 1971 Shiraz and Manaslu now closed The first purposely built building for the Hotel was hotel Coronation in 1956 in Bagbazar, Kathmandu. Hotels and restaurants opening boomed in Nepal in the decade of 60s when the Hippies were attracted in Nepal. The situation remained the same for about the decades and then after eighteen started opening many other good hotels and resorts.

12

THE ZON REGENCY HOTEL BY THE SEA

13

14

INTRODUCTION
The ZON Regency Hotel by the sea is located on the southernmost coastal state of Johor, known as the "Southern Gateway of Peninsular Malaysia". It is uniquely situated within an integrated duty free shopping and entertainment complex in the Duty Free Zone Johor Bahru.Other points of interest near this hotel include Sultan Ibrahim Building and Istana Besar. Zon Regency is a business class hotel that boasts of 400 tastefully appointed guestrooms. These include 367 rooms and 33 suites, which offer convenience, comfort and breathtaking views. The hotel offers all facilities and amenities to meet all the modern day needs of the guests. The Zon Regency Hotel offers four room categories to choose from so that the travelers have an unforgettable stay experience. The various categories include single, double, twin and deluxe rooms. The rates for most rooms include delicious American breakfast. The Zon Regency Hotel offers an expert blend of services with state-of-theart facilities to the travelers. Various amenities available at Zon Regency include banquet facilities, business center, caf, cocktail bar, conference facilities, disabled facilities, laundry facilities, lobby, lounge, reception, room service, sauna and spa, swimming pool, Internet etc. In addition to 4 restaurants, The Zon Regency Hotel By the sea offers a coffee shop/caf and a grocery. A bar/lounge is open for drinks. Room service is available 24 hours a day. The hotel serves a complimentary hot and cold buffet breakfast. Recreational amenities include an outdoor pool, a children's pool, a health club, and a fitness facility. The property's full service health spa has body treatments, massage/treatment rooms, facials, and beauty services. This 5 star property has a business center and offers small meeting rooms, secretarial services, and technology support staff. Complimentary wireless Internet access is available in public areas. This Johor Bahru property has event space consisting of banquet facilities, conference/meeting rooms, a ballroom and exhibit space.

15

For a surcharge, the property offers a round trip airport shuttle (available on request). Business services, wedding services and limo/town car service are available. Guest parking is complimentary. Additional property amenities include valet parking, a concierge desk, and multilingual staff. The property has designated areas for smoking. A total renovation of this property was completed in October 2009. 400 air-conditioned guestrooms at The Zon Regency Hotel By The Sea feature minibars and laptop compatible safes. Accommodations offer city or sea views. Beds come with down comforters and premium bedding. At this 5 star hotel, accommodations include kitchenettes with refrigerators and coffee/tea makers. Guestrooms share bathrooms; amenities include bidets, makeup/shaving mirrors, and bathrobes. Wireless Internet access is complimentary. In addition to desks and complimentary newspapers, guestrooms offer direct dial phones with voice mail. Televisions have free movie channels. Rooms also include complimentary bottled water and slippers. A turndown service is available nightly.

16

BOARD OF DIRECTOR
Mustafa Kamal Bin Abdul Hamid General Manager

Division Heads
Liew Pei King, Samantha Executive Assistant Manager Hii Geng Hing, Stanley Financial Controller Azhar Bin Muhammad Senior Director of Communication Toh Lay Choo, Irenne Human Resource Manager

Head of Department
Prakash A/L Verakrishnan Front Office Manager Miss Mary Executive Housekeeper Surjit singh F&B Manager Chong Ching Hiong Deputy Maintenance Manager Tan Soo Mei, Cindy Xcess Manager Mahuddin Bin Musliman Creative Head Chhin Yen Ping, Janet Senior Sales & Marketing Manager

HISTORY
17

Zon regency hotel by the sea is formally known as Eden Garden hotel. Eden Garden hotel officially opened on 18th April, 1999 by the Prime Minister of Malaysia, Y.A.B Dato Seri Dr. Mahathir Mohammad, stands tall today as one of the Southern regions most prestigious landmarks. The 16-storey hotel is part of the Duty Free Zone (JB) in Stulang Laut, which is surely making headway in the countrys tourism industry, emerging as a one-stop shopping, dining, entertainment and convention centre. The Duty Free Zone (JB), situated along the coastline of Johor Bahru, boasts of not just Eden Garden Hotel but also a supermarket and departmental store, the Eden Floating Palace, boutique shop lots, fast food outlets, a food court, an international ferry terminal, entertainment outlets and an open-air hawker place called the Stulang Laut Seafront.

18

LOCATION

The Zon Regency Hotel by The Sea Johor Bahru is infra-structurally convenient, as it a mere 10 minutes' drive from the central business district, the Johor-Singapore Causeway, the Johor Tourist Information and the Royal Museum, 45 minutes' drive from Sultan Ismail Airport in Senai and 1 hour's drive from Singapore International Changi Airport. ADDRESS 88 Jalan Ibrahim Sultan, Stulang Laut, Johor Darul Takzim, Johor Bahru Malaysia

19

JOHOR BAHRU, MALAYSIA

Johor Bahru is the capital city of Johor in southern Malaysia. Johor Bahru is the southernmost city of the Eurasian mainland. Pasir Pelangi, the royal village,is located within Johor Bahru. With a population of approximately 900,000 in the city, and nearly million in the metropolitan area, Johor Bahru is the second largest urban area in Malaysia, after the national capital, Kuala Lumpur, and its associated Klang Valley region. The total population of the Singapore-Johor Bahru conurbation is 7 million. It is also part of the 8-million-person metropolitan area of the Sijori Growth Triangle one of the largest in Southeast Asia. Johor Bahru is easily reached from Singapore and receives 49.9 percent of the country's annual 22.5 million foreign tourists via its bridges and road links to Singapore. The city is an important industrial, tourism and commercial hub for southern Malaysia and one of the biggest industrial centres of the country. The Duty Free Zone (JB), situated along the coastline of Johor Bahru.

WHAT IS DUTY FREE?

20

For eligible buyers, duty free implies exemption from import, sales or excise duties as imposed by country's customs department. The ZON Duty Free is perhaps the only existing downtown duty free center in Southern Malaysia with a very unique 'Airport in the City' concept. Operating several duty free specialty outlets throughout the Mall, the ZON Duty Free offers the widest selection of imported products at the most competitive prices. Chocolates - Select from a broad range of well-known international brands, all imported with quality assured Alcohol - Fine wine, brandy, whisky, liquor, imported beers from around the world Tobacco - Premium cigar and cigarettes

DUTY FREE ZON

21

The DFZ Group is a well-recognized and well-established group of companies involved in various aspects of the tourism industry. With businesses in Duty Free Retail, Hospitality, Recreation and Travel & Tours, the DFZ Group is one of the few entities in the country offering such diverse products and services in the tourism business. The products and services of DFZ Group are marketed under the brand name ZON.

With existing presence throughout Malaysia, DFZ will continue to improve and strive towards making ZON a name recognized and identified by the public as a trusted brand that promises fair and competitive prices for quality products and services.
22

Together with the support of its shareholders, Naluri and Atlan, the DFZ Group is able to capitalise on its strength as the largest licensed duty-free operator in Malaysia. It has the expertise and resources to secure sizeable volumes of merchandises at competitive prices. Naturally, the customers at its duty free outlets throughout Malaysia can expect to enjoy such benefits through comfortable shopping environment, efficient and friendly services and competitive pricing of the wide range of chocolates, liquor and cigarette products. Spreading over 18 acres of prime land, the ZON Johor Bahru boasts a direct waterfront location and is being developed into a full-fledged leisure destination offering facilities such as hotel accommodation, shopping, dining, entertainment, recreation and sea traveling, all in one. DFZ is also embarking on an elite project called the Fun Zon, which is designed to bring fun and excitement in the city of Johor Bahru to new heights and set unrivalled standards of quality and variety in entertainment. The Fun Zon offers 10 units of elegantly designed eateries within the Glass House, an exclusive beach club by the sea with live band performances and al fresco dining and a beautiful Dancing Fountain that creates a festive mood for its customers. DFZ believes that the level of customer satisfaction is a good indication of how successful it is as an excellent host. The previews of the some brands of Zon are The zon mall The zon department store The zon ferry terminal Fun zon The zon regency hotel by the sea

THE ZON MALL

23

Occupying 5 levels and more than 400,000 square feet of indoor retail space, the ZON Mall comprises approximately 200 retail shop lots with a carefully planned tenant mix. With a new entrance and atrium greeting customers, the ZON Mall sets customers' shopping comfort and convenience as priority while adequately optimizing its variety. The ZON Mall is committed to creating a unique shopping, leisure and entertainment experience that will set new standards for Johor Bahru. THE ZON DEPARTMENT STORE

The ZON Department Store occupies a total of 150,000 square feet retail space over 5 levels, offering a wide variety of merchandise from fashion apparel to household as well as supermarket products. A recent extreme makeover has completely transformed the Department Store into a contemporary concept store, bringing new direction in lifestyle shopping. With attractive new labels for a wider choice, spacious aisles for shopping comfort and emphasis on merchandise display, The ZON Department Store has indeed created a new shopping experience for local residents as well as visitors to Johor Bahru. The Supermarket, located within the ZON Department Store, provides a
24

wide selection of merchandise and with its realigned product placement, makes it much easier for shoppers to locate what they want as well as giving shoppers a far more pleasant shopping experience. In recognizing that its customers are the single biggest factor driving the business, the ZON Department Store is committed to provide its customers nothing but 'Better Value Always'. THE ZON FERRY TERMINAL

The ZON Ferry Terminal in Stulang Laut, Johor Bahru is an official seaport and an international entry point in Southern Malaysia with ferry services to several international destinations, including Batam and Bintan Islands in Indonesia. Ferries operating the routes are spacious, fully air-conditioned and comfortable with various capacities of high speed monohaul & catamaran ferries. Only 90 minutes to Batam Island(Batam Center) and 150 minutes to Bintan Island(Tanjung Pinang).

FUN ZON

Fun ZON is an elite project designed to bring fun and excitement in the city of Johor Bahru to new heights and set unrivalled standards of quality and
25

variety in entertainment. Dedicated to wholesome fun, this prestigious and exciting element within the waterfront leisure destination of The ZON Johor Bahru, is your first choice destination for dining, recreation and total refreshment Modesto's Starbucks Coffee Dolce Dance Club 9MM Bistro Chill Pub & Bistro Roost

26

THE ZON REGENCY HOTEL BY THE SEA

The Zon Regency Hotel By The sea has a full-service spa, a health club, and an outdoor pool. Complimentary wireless Internet access is available in public areas. This hotel features business amenities including a business center, small meeting rooms, and limo/town car service. The hotel offers 4 restaurants along with a coffee shop/caf and a bar/lounge. Guests are served a complimentary breakfast. The staff can arrange wedding services, event catering, and business services. Additional amenities include a children's pool, a nightclub, and spa services. Rooms have sea or city views. The 400 air-conditioned guestrooms at The Zon Regency Hotel By The sea include laptop-compatible safes and minibars. Beds have down comforters and premium bedding. Guests can use the in-room complimentary wireless high-speed Internet access. Televisions are equipped with free movie channels. All accommodations provide desks, complimentary newspapers, and direct-dial phones with voice mail. Guests share bathrooms and amenities include bathrobes, bidets, and makeup/shaving mirrors. All units have kitchenettes with refrigerators and coffee/tea makers. Additional amenities include slippers and complimentary bottled water.

27

ROOMS AND ACCOMODATION

The ZON Regency by the sea is a business class hotel with 400 tastefully appointed guest rooms including 367 rooms and 33 suites. It offers different categories of rooms to choose from Deluxe, Club Deluxe, Club Suite and Corner Suite. Deluxe rooms are in different shades of green with medium red wood furniture and have a homely classic English feel. The beige green bathrooms have combined bathtubs and showers. The older rooms are in different color scheme of cream and peach. Rooms are equipped with broadband Internet access and complimentary coffee/tea. Rooms have views of the city and the sea. Club Deluxe rooms are located on Level 15, Club Suites on Level 16 and Corner Suites are located on every corner of Level 8-15. These tastefully appointed rooms are especially dedicated to indulge guests with additional facilities and services.

28

FEATURES
Wi-Fi High-speed internet access Telephone with voice mail services Bedside control panel Spacious bathroom TV with multiple channel Multi-channel radio Fully-stocked mini bar Refrigerator Tea & coffee Personal safe deposit box Hair dryer Electric iron & ironing board in all rooms Daily local newspaper delivered to all rooms

Others Services Babysitting service Currency exchange Laundry and dry cleaning service Car rental and limousine service Tour service Safe deposit boxes Frequent guest storage facilities Sea view

29

FACILITIES & AMENITIES IN THE HOTEL

Swimming Pool includes a children and lap pool. Gymnasium is equipped with basic fitness equipment. Medium sized lobby Spa

Concierge Room Service 24 hours 1 outdoor pool Wi-fi Gymnasium Boutique Travel agency facilities Car rental facilities Laundry facilities and dry cleaning Business center Bar Restaurants Secretarial Services Club lounge Florist Airport transport The gym

30

31

Introduction to Food and Beverage Department

The hotel is almost incomplete without the food & service department. The service department in hotel creates massive impact in hotel and earns great share of revenue. The food and beverage service department deals with the service of food and beverage to its guest. The department is responsible for the providing varieties of food and beverage in appropriate quality temperature and comfortable surrounding as per as the desire and order of the customer. It is the most labour intensive department. Team work is the essence of a well-run food and beverage service department. The service of this department reflects the quality of the hotel as per as the size, specialization, types of services offered by the hotel, the function of this department divided into various section known as outlet. The food and beverages department is the major revenue centre of the hotel as it earns 40% of the hotel revenue. The hotel offers guest more than single food and beverages outlet, like quick service, table service, restaurant, coffee shop and bar. The food and beverages division supports other hotel functioning such as room service, banquet, catering planning. This department not only serves the food but also maintain high level of hygiene, which impress the guest and also help to maintain the hotel standard.

32

Responsibilities of the f&b department

33

 Meet and greet customers on arrival. Ensure all tables are clean and set up with table talkers, condiments, ashtrays and inside tables with cutlery and serviettes. Preparation and service of all beverages including coffee, soft drinks and alcohol. Full table service following the company "Sequence of Service". Restock all waiter stations, equipment, machinery and products ready for shift and as and when required. Carry out till operations. Utilizing the sales plan as directed by your manager to ensure targets are achieved. All cups, cutlery, glasses, plates to be washed and put away during and after your shift (i.e. before the start of the next shift). Empty and clean all containers and refill for next shift. Clean restaurant areas i.e. sweeping floors, wiping tables & surfaces, general cleanliness of restaurant areas, emptying & re-lining bins. Clean equipment and coffee machines as you go and at the end of service. Complete all paperwork accurately, legibly and clearly. Complete timesheets and have them verified by your supervisor. Deal with customer complaints in accordance with company policy. Comply with the requirements under the Responsible Service of Alcohol. Attend all meeting and training sessions. Comply with all other legal obligations, company policies & practices. Any other duties as directed by management.

Attributes of Food & Beverage Service Personnel

Personal Hygiene
34

 Knowledge of Foods and Beverages Punctuality Local Knowledge Personality and technical ability Attitudes to Customers Good Memory Honesty Loyalty Good Conduct Salesmanship Sense of Urgency Customer satisfaction Handling Complain

Outlet of food and beverage department

Salt n pepper restaurant

Advocated as The Longest Caf Restaurant in the Malaysia Book of Records 1999, it serves local favorites, continental dishes and sumptuous daily buffets.

Palm Lounge

35

Johors only open concept lounge. Offers a variety of snacks, cocktails and imported beverages and live music entertainment. PALM BISTRO

Palm bistro where Overlooking the Straits of Johor which is perfect setting for a casual meeting or family gathering for a lighthearted meal.

Little Havana

An upmarket retail outlet,which caters for the taste of sophisticated spirit and cigar lovers.

Wine shop
36

Our team of highly experienced and knowledgeable wine professionals will assist you in choosing the right product for any occasion.

Chinese Restaurant

It offers a fine selection of cuisine from across the Chinese provinces, available daily at A La Carte prices for lunch. Daily Operation Hours: Lunch: From 11:30am to 2:30pm Dinner: 6:30pm to 10:30pm

Banquet
37

The ZON Regency Hotel by the sea is the ideal venue for meetings, seminars, conventions, exhibitions and wedding receptions. With theatre style settings, the Grand Ballroom and JB Convention & Exhibition Centre can accommodate up to 1,500 and 3,000 guests respectively. The Auditoriums are best suited for lectures, press conferences and product launching; each can accommodate 80-250 guests For smaller and more private functions, the hotel has 6 Function Rooms: each with a seating capacity of 80 guests.

Room service
38

Room Service represents a fast, efficient, convenient and personalized service. Located on level 5 behind the Salt & Pepper Caf Restaurant, the food and beverage orders are transported straight away to the room service pantry area for delivery to the rooms /suites by tray or trolley service. All food & beverage orders are received through phone calls or doorknobs, advance order. Order takers are stationed at Room Service or Coffee House. During overnight shift, telephone operator will assist in the role of order taker. Location: 5th Floor Seating Capacity: 400 rooms/suites Business Centre, Poolside. Interior: Back of the house office (behind Salt & Pepper Caf Restaurant) Schedule of Operation: 24 hours Breakfast Service 6.00am to 11.00am All day dining 11.00am to 6.00am Type of Food Preparation: Similar selected dishes from Salt & Pepper Restaurant All Day Dining menu. Food ordered from Chinese restaurant and Palm Bistro Menus are available upon request, subject to the outlets operation hours. Service Presentation: Personalized tray or trolley service.

Room Service Procedures

In a well-run Room Service department, Room Service staffs have to complete work during slow periods or prior to the beginning of the service
39

period so they have only a minimum number of task to perform during the peak business hours. To ensure that the operation have an adequate number of items at the beginning of their shift, use a checklist of Room Service equipment and supplies to monitor and request accordingly. Before Room Service staff begins work, they should be briefed about any functions in-house, the amount of forecasted business, any unavailable menu items, food promotions, special of the day, a list of VIP and groups of people staying in the hotel and any other information that will enable them to provide good service to the guest. From the guest perspective, the key elements of a well run Room Service operation includes: a. The prompt and courteous answering of Room Service telephone when orders are called in. b. The close attention to all details of guests orders. c. The efficient and quick delivery of order and taking orders. d. The tact and courtesy by waiters when delivering and taking orders. e. Strict adherence to rules of safety when using equipment that involves electricity, chemicals. f. To ensure hot and cold food and beverages are at the correct temperature when served. g. The prompt clearing of trays and other equipment when guests have finished their meals. During my intern, I did intern at

40

Advocated as The Longest Caf Restaurant in the Malaysian Book of Records 1999, it overlooks the Johor Straits with a breath taking view of Singapore over the Straits. The Salt n Pepper Caf Restaurant offers an extensive a la carte all day dining menu offering local, continental and Asian cuisines. An oasis of sumptuous spread of buffet dishes, The Salt n Pepper Caf Restaurant is renowned for its daily theme buffets be it lunch or dinner, our guests are spoilt with a choice of lavish offerings. Location: 5th Floor Seating Capacity: 220 persons Interior: Contemporary Setting Music: Piped in Music Schedule of Operation: Breakfast 6.30am to 10.30am Breakfast Buffet 6.30am to 10.30am All day dining 11.00am to 12.30am Lunch Buffet 12.00noon to 2.30pm Hi-Tea12.00noon to 4.00pm (weekends / PHs) Theme Dinner Buffet 6.30pm to 10.30pm Type of Food Preparation: Malaysians, Continental & Asian Favorites Service Presentation: Chinaware / Stain less Steel Cutleries

Tasked to be performed:
41

 At 7 am in the morning attend in assigned outlet Manager assigns work an own section Though salt n pepper offers buffet service, sometime according to
guest need, I used to serve them.

Pick the soiled dishes and place them as decoy system. Instant table layout. When the breakfast time is over, I used be assigned for the set up of
lunch.

Handle guest request. Set the side stations. Refill the ice water. After Set up for lunch we had 45-minute break for lunch.

The lounge that provide a live music and different varieties of snacks,
42

cocktail and imported beverage. Perfect setting for a lighthearted meal designed for a casual meeting or family gathering. It has its own rules and regulation regarding the dress of the guest i.e. no slipper, no slip vest, no short pants and guest are strictly avoided to bring outside food and drinks a in palm lounge. Location: 5th Floor Seating Capacity: 270 persons Music: Live music Schedule of Operation: 11:00am to 1:00am Happy hour: 5:00pm to 8:00pm Lunch period. 3:00pm to 5:00pm Normal period: 8:00pm to 1:00am Band Schedule: 8:00pm to 11:45pm (Every Monday) 7:30pm to 12:00midnight (Every Tuesday to Thursday) 7:30pm to 1:00am (Every Friday& Saturday) Service Presentation: Chinaware / Stain less Steel Cutleries

It is the restaurant attached with the palm lounge and its for the guest who came in short pants and slipper in palm lounge. It provides same food and beverage as palm lounge. Overlooking the Straits of Johor, this is the perfect setting for a casual meeting or family gathering for a lighthearted meal.
43

Location: 5th Floor Seating Capacity: 100 persons Music: Live music Schedule of Operation: 11:00am to 1:00am Happy hour: 5:00pm to 8:00pm Normal period: 8:00pm to 1:00am Service Presentation: Chinaware / Stain less Steel Cutleries

ORGANIZATIONAL CHART

44

45

Although the palm lounge and bistro are different outlets but the bistro is also the one section of the lounge where the guest can get as good service as lounge. Lounge has 3 section A, B and bistro. Staffs are assigning for different task like cashier, billing, order taker, leader, service, hostess and runner where they have to do their duty till the closing.

Task to be performed
At 5 pm attend the briefing. Outlet manager will assign the section and give task. Give the dinner break for 45 minutes. Take the guest order and need to punch in micros along with the table number. Runner will bring the food and beverage order and we have to serve. Present the bill. Give money to the cashier. Return the balance. All the staff must do their task properly. Taking last order for happy hour and dinner period is must. During closing all the glassware and cutleries must put inside the respective area.

Wine shop & little Havana

46

It is the place where the guest can buy different types of wine, liqueur, beer, cigar, pastry and cigarette in the affordable price. Operating hour: 10:00 am to 1:00 am During my intern in palm lounge I was assign to wine shop & little Havana where the guest came to buy different types of cigarette, cigar, wine and pastry item. Task to be performed In morning shift we have to open the wine shop and little Havana by taking key from the security. Cleanliness should be done in the shop. Put the item name in the pastry and cake Check the order of the cake. Check the inventory. Then arrange the table and chairs in palm lounge and bistro. Wipe and put ashtray on the table. Take the float money of wine shop, palm lounge and bistro from the safe deposit locker. (Float money is the certain back up money for each outlet.) Count the float money and record in float money book. Open the micros by the manager or certain staff ID card. If the guest came then attend the guest. In evening shift, handover cash transaction by the morning staff.
47

 During closing, staff need to print out the daily revenue sales, tobacco sales and should write in the logbook. Remittance should be fill up by putting the total revenue of the day. Different report like cashier, discount and officer /entertainment report should prepare. After preparing the report, take the outlet manager sign and with the help of security take the money to the safe deposit locker and report to the front office department Before taking the report and remittance staff should close the wine shop and little Havana.

During my training I got different opportunity to learn about:

48

Policies & Regulations Customers Expectation Welcoming / Greeting Guest Leading Guest to Table Sit the Guest Presenting Menu Taking Beverage Order Beverage Order (Micros) Beverage Service Food Order (Micros) Food Service Clearing Dishes Presenting the Bill Serving white/rose Serving Champagne Serving Red Wine How to Check on Guest Satisfaction How to Handle A Special Request How to Handle Guest Feedback How to Handle Guest Complaint Changing Ashtray Behave With Guests Decoy Systems Item 86 How to do up selling Operating break equipment. Lost and found

49