itp report by atie

8/2/2019 Itp Report by Atie

1/36

INDUSTRIAL TRAINING REPORT

1.0 STUDENTS BIODATA

1.1 NAME :

Siti Athirah Binti Che Ghani

1.2 IDENTIFICATION CARD NO. :

860621-29-5412

1.3 STUDENT NO. :MDB 05-01-009

1.4 HOMES ADDRESS :

No. 137, Blok 6 Jalan Kenanga, Felda Kemahang 3,

17510 Tanah Merah, Kelantan.

1.5 AGE & GENDER :

21 Years Old

Female

1.6 NAME & ADDRESS OF COMPANY :

Naza Hotel Melaka

No. 177, Jalan Tun Ali

73000 Melaka.

1.7 DATE & DURATION OF INDUSTRIAL TRAINING :

4th June 24th August 2007

3 Month ( 82 days )

IT/DBS/July Dec07 1


2/36

2.0 ACKNOWLEGEMENT

Alhamdulillah Grace is upon Allah swt the Almighty, with HIS

blessings, my Industrial Training Report have successfully finished and ready to

submitted on 10th August 2007.

Im Siti Athirah Binti Che Ghani wish to thank to my lovely college

Kolej Professional Mara Melaka for organize this Industrial Training Program

and giving me a chance to change myself from being a student to be an

employee for the organization. It is very helpful for me because I can implement

what I have learned before at KPMM in practically. Thank you to all my D1 until

D5 lecturers. Especially to Pn. Alina my Academy Advisor for this training

program. A lot of thanks to you for your help and giving me an advice before and

after I start my practical traning.

I also would like to thank to Naza Hotel Melaka for accepting me to

be a Trainee at Sales Department and Purchasing Department. Thanks for give

me an opportunity to expose myself in the working environment. I wish to thank

to the Hotel Manager, Mr.Hassan Ismail. During my 1

st

day at hotel in SalesDepartment, he always give me a direction how to work, always follow up my

performance day by day and briefly explain to me about the product of the hotel

and show me all the department including the Ballroom, other function rooms and

all rooms that Naza Hotel have.

Also not forgotten to all Sales Department Team. They are Pn.

Rozlin, En.Azizulilmi (Sales Executive), Ms.Angela (Sales Coordinator) and

acting as my supervisor. Thanks a lot to all of you especially to Kak Angel for

teach me how to make a quotation, follow up calls, and the process to prepared

Event Order. To Kak Lin and En.Zul, thanks for being my mentor within 2 month

at your department. Im very appreciated it.

IT/DBS/July Dec07 2


3/36

Thank you to Pn.Raziah (Purchasing Clerk) for teaches me to open

Purchase Order (PO), Purchase Requisition (PR), and Payment Voucher (PV).

This is the important element in Purchasing. Thanks for your trust and for your

valuable advice Kak Azie. To Puan Shobha (Admin&HR Exec) and Kas Ass

(Asst. HR) thank you for giving me all the relevant information about the

company and take care of me along my training program at the hotel.

Lastly, a million thanks to my parents for the support and give me

the monthly pocket money. Thank for the trust and let me do my Industrial

Training at Melaka. Also to my friend that always being with me when Im

needed.

Thanks a lot guys.

IT/DBS/July Dec07 3


4/36

3.0 INTRODUCTION

3.1 ABOUT THE PROGRAM

Industrial Training Program is the new learning

syllabus which is compulsory to all KOLEJ PROFESIONAL

MARA students. The Industrial Training Program is

compulsory to all students started from batch 2005. This is

one the requirement from Lembaga Akreditasi Negara (LAN)

as a condition for Diploma conferment.

This is carried out with learning session by Semester

6 student except for the student that have to continue their

study in semester 6. Before final semester examination, the

academy advisors for each course are organized the

Taklimat Pra-placement for all KPMM future practical

student. They only can enjoy their holiday for 1 to 2 weeks

only before starting their Industrial Training Program on

Monday on the first month of June or December.Duration of Industrial Training is about 10 to 12 week

(2 - 3 month) depend on the company. After that, the

scope of work must relate to the syllabus during learning

session in the college. Other than that, the students are free

find and choose their own choice on the place/company. The

chosen company must fill the following conditions :-

- Registered company under SSM.

- The company must have their own premise not

working at home.

- Government agency and state and statutory

body.

IT/DBS/July Dec07 4


5/36

The assessment is give for four(4) credit hour on GPA and

the valuation are based on the Log Book (20%), Attendance

(10%), Training Report (50%) and Supervisor Report (20%).

Those who get not more than 60% from the above

component are eligible to get an A in Industrial Training

Program.

3.2 OBJECTIVE / PURPOSES OF INDUSTRIAL TRAINING

The main objective / purpose of Industrial Training Program

are as follows :-

1. Industrial Training is one of the ways to improve the

student skills in terms of their communication,

attitude, discipline and their skill of work.

2. KPMM will produce quality students that have a

qualification to expose in the world of business and

working environment.

3. The students can learn a lot regarding the business,the way to manage the business and company

account. At least the students have a value adding in

their working experience that can help them in the

future.

4. Otherwise, the student can communicate very well

with others also will make a new friends and a lot of

business contacts that very helpful in the future when

needed.

5. Will manage themselves to be more efficient,

committed on work, active and responsible.

6. Able to settle the entire task given and also able to

make a good decision when in problems.

IT/DBS/July Dec07 5


6/36

7. Be creative, innovative, sincere, can generate an

ideas and able to think something out of the box.

8. To balance and implement the knowledge from

college to the organization in practically.

IT/DBS/July Dec07 6


7/36

4.0 ABOUT THE COMPANY

4.1 NAME OF THE COMPANY :

Naza Hotel Melaka

4.2 ADDRESS :

No. 177, Jalan Tun Ali

73000 Melaka

4.3 TELEPHONE & FAX. NO

TEL : 06 288 2288

FAX : 06 288 2289

4.4 TYPE OF BUSINESS, REGISTRATION NO. & COMPANYS

REGISTRATION DATE

NAZA HOTEL MANAGEMENT SDN BHD was registered

under Company Act 1965 on 1

st

of June 2001.The Companys Registration No. : 549185 W

Naza Hotel Management also was registered with

Kementerian Kewangan Malaysia under the sub items as

follow:-

- 080100 Bahan Minuman

- 080501 Makanan Bermasak Islam

- 220210 Hotel Management

- 221708 Loundry

- 010201 Stationary

- 220208 P.A System

- 220204 Exhibition & stage Management

IT/DBS/July Dec07 7


8/36


9/36

P.A System, Projector, white board & flip chart, standing,

table and wireless microfon.

4.5 STATUS OF COMPANY

Sendirian Berhad (SDN BHD)

4.6 OWNER / BOARD OF DIRECTORS

Naza Group of Companies has 6 Board of Directors. They

are :-

Tan Sri Dato Seri SM Nasimuddin SM Amin

Puan Sri Datin Seri Zaleha Ismail

Dato Haji SM Shafiuddin SM Amin

Dato Haji SM Shalahuddin Ayubi Azad SM

Amin

Dato Haji SM Zulkifli SM Amin

Tan Sri Datuk Abdul Aziz Ismail

IT/DBS/July Dec07 9


10/36

4.7 ORGANISATION CHART / STAFF

SALES DEPARTMENT

IT/DBS/July Dec07

SALES EXECUTIVE

ROZLIN MOHD TALIB

MARKETING EXECUTIVE

MOHD AZIZULILMI DAUD

SALES COORDINATOR

ANGELA ANAK ARING

10

HOTEL MANAGER

ABU HASSAN ISMAIL


11/36

ACCOUNT DEPARTMENT

IT/DBS/July Dec07 11

PURCHASING

RAZIAH BINTI SENIN

HOTEL MANAGER

ABU HASSAN ISMAIL

ACCOUNT CLERK

MOHD NIZAM JOHARI

ACCOUNT ASSISTANT

NUR SALILA BINTI SALIH

ACCOUNT EXECUTIVE

SAIFUL SHAH RAIZA


12/36

4.8 VISION & MISSION OF COMPANY

Naza Hotel

Vision Statement

To be a preferred business hotel by providing friendly

hospitality and an efficient service to our valued guests, thus

achieving our financial goals for the owners and business

associates.

Simply Means ;

A 3 star hotel with 5 star service

Naza Hotel

Mission Statement (Credo)

We will provide the finest personal service to all our

guests

We will treat our guest and fellow colleagues with

respect and dignity, extending a warn and sincere

greeting and bid a warm farewell to all guests.

We will own every guests complaint and will do our

best to resolve it to the guests satisfaction.

We will use the guest name al all times if and when

possible



13/36

We will create pride and joy in our work place and is

responsible to create a work environment of

teamwork

We will responsible for the cleanliness in our working

area

We will be ambassador of our hotel in and outside of

the workplace.

We will take pride and care of our personal

appearance.

4.9 HISTORY OF THE COMPANY

Naza Group of Companies is a well known motor

trading and property development company, which began

operations in 1974 in Malaysia. Naza Group is the franchise

holder forSouth Korea's Kia vehicles in Malaysia. Naza have

rebadged Kia's Carnival and Carens vehicles as Naza Ria

and Citra respectively for Malaysian market. The group is led

by Nasimuddin Amin who is also the founder the company.

Naza Corporation Sdn Bhd was incorporated in year

2005. It is a new entity under the Naza Group of Companies

established to distribute, sell and service its range of locally-

made cars, Naza Sutera, Naza Bestari and its future models

through its network which consists of 68 sales outlets and

supported by 35 service centres for after sales service

nationwide.

Naza Corporation Sdn Bhd is also exporting its

products to other countries through its current Appointed

International Dealers such as Malta, Cyprus, Sri Lanka,

Brunei, India, Bangladesh, South Africa, United Kindom,

http://en.wikipedia.org/wiki/Malaysiahttp://en.wikipedia.org/wiki/South_Koreahttp://en.wikipedia.org/wiki/Kia_Motorshttp://en.wikipedia.org/wiki/Malaysiahttp://en.wikipedia.org/wiki/Kia_Carnivalhttp://en.wikipedia.org/wiki/Kia_Carenshttp://en.wikipedia.org/wiki/Nasimuddin_Aminhttp://en.wikipedia.org/wiki/Malaysiahttp://en.wikipedia.org/wiki/South_Koreahttp://en.wikipedia.org/wiki/Kia_Motorshttp://en.wikipedia.org/wiki/Malaysiahttp://en.wikipedia.org/wiki/Kia_Carnivalhttp://en.wikipedia.org/wiki/Kia_Carenshttp://en.wikipedia.org/wiki/Nasimuddin_Amin


14/36

Pakistan, Nepal, Singapore and other ASEAN countries.

Naza Corporation Sdn Bhd will continue sourcing for a

suitable business partners in penetrating and promoting their

vehicles worldwide.

5.0 MAJOR OBSERVATION

Major Policies / Procedures / System used

5.1 MANAGEMENT

Based on my observation within 3month at Naza

Hotel Melaka, I found that the main procedures make by En.

Hassan is Management Briefing every morning starting at

9:00 am to 10:30 am. All the Head of Department are

compulsory to attend the meeting and minute will take by

Hajariah (Secretary).

En. Hassan will give the HOD briefly explanations

about the sales and will discuss about the problems arise

between the staff and etc. At the meeting also, HOD have to

present report with suggestion to improve the hotels

services especially. For example:

Sales Department: Puan Rozlin and En.Azizulilmi

will attend the HOD Briefing. They will present about the

sales either calls in from organizer or sales make by them.

Basically they will show to En.Hassan the Weekly Function

Forecast. Other than that, they also discuss about their

target sales for the month of June, July & August 2007. For



15/36

June & July, Sales Department exceed target. It gives the

hotel a lot of revenue before the huge renovation on August.

With that En.Hassan very proud with Sales Department

especially to Ms.Angela, Pn.Rozlin and En.Azizulilmi.

Account Department: Normally En.Saiful Raiza Zam

Zam will attend the morning briefing. He will present the

revenue report such as the Breakdown for Rooms, Daily

Earning Report, and Daily Cashier Report. Basically he also

discusses about the Credit Note, Local Order and not forgets

about the problems happen related to the payment by the

organizer. In Account Department, it is happen almost

everyday.

Human Resource Department: Attend by Puan

Sobhasini. She will stress about the thing that related to the

workers, discipline, and very concerned with the late comers,

attendance and time card. She will compound all the late

comers which is exceeding 3 times come late to the hotel.

Security Officer: En. Haris are normally attended to

the meeting. He always discusses and gives a suggestionregarding the parking site. The parking lots are always giving

him the problem when the Hitech investors come to collect

their money at Naza Hotel Melaka. Especially on 7th, 14th,

21th and 30th every month. When it come to that date,

parking lot are not enough to staff to parking their car.

Food & Baverage Department: Either En.Saifuddin

or Azizan Azmee will attend the meeting. Normally, they will

present about the profit made by the F&B including the sales

from Kaferia. F&B also one of the departments that always

giving profit to the hotel. Because their valued guest are not

only from in house guest but also walk in guest that having

their lunch or dinner at Naza Hotel Melaka Kaferia.



16/36

Front Office Department: Attend by En.Ramli. He

will present report about the guest check in and check out

and room reservation every day.

Kithen : Attend by Chef Faizal. Discuss the problem

about the food with the way to solve it and always talk about

meals arrangement.

The major policies that I found from my observation

are ;

The primary objective of Naza Hotel is to provide the best

possible service to the Hotels guests and make their stay a

memorable one. In order to accomplish this objective, the

hotel must be staffed with adequate well trained employee.

Candidate seeking employment in the Hotel are selected

through the process of the interview based on related

qualification and experience regardless of race, religion, sex,

culture, custom or creed. It is the Hotel policy that make by

management to employ the right person for the rightposition. It is important to select people with the right attitude

and commitment to quality service.

The procedures that used by Naza Hotel Management for :-

Termination of Employment Contract.

The worker may terminate the employment by giving written

notice during probationary within 14 days notice. On & after

conformation is 1 months notice. The notice must be give to

HR Executive and Hotel Manager.The employee upon

resignation or termination shall observe and comply with

procedure relating to such circumstance. Hotels property



17/36

shall be duly returned including uniforms, shoes, employee

identification card and handbook.

Retirement.

All employees shall retire at age of 55 years. In the absence

of birth certification, employees date of birth shall be that

shown on his national Resignation Identity card for the

purpose of determining the retiring age. If only the year of his

birth is stated, he shall deem to have born on the 31 st

December of that year.

Sources Of Information.

I found that the Staff Notice Board is along the corridors and

information of important, new development and activities of

the Hotel are displayed on that notice board. The staffs also

always approach their Department Head or the HumanResources Department to clarify or seek information relating

to their job, problems or grievances, Hotels policies and

regulation or any matter which they are not sure of.

Working Hours.

Naza Hotel Melaka is operate on a 24 hours basis and the

staff are required to work on straight shift or split shift which

is from 8:30am to 3:00pm (morning shift) and 3:00pm to

3:00pm to 11:00pm (night shift). For management and admin

staff, their working hours are from 9:00am to 5:30pm. Other

than that, the staff also must not exceed the time limit



18/36

granted for meal breaks or other such approved breaks from

work.

Nazas staffs also are not allowed to linger around the Hotel

premises more than 45 minutes before or after the shift time.

Attandance / Time Card.

Time card is the most important thing because the staff

cannot cheat their HOD. The staffs who are required to

document his attendance and punctuality shall record such

particular on his time card upon entering the Hotel premises.

Tampering with, removing or retaining any time card is a

serious misconduct. Human Resources Executive was very

concerned about the card. The staff will be liable to

disciplinary action for habitual late coming and will be

deemed to be absent if he is late in reporting for duty 30

minute or more.

Benefits.

Clinical Naza Hotel Melaka was appointed Klinik Famili

and Klinik Mawar as companys panel doctor for all staff.

Only in the event of emergency the companies reimburse

staff for treatment at non-panel doctor.

Employment Provident Fund (EPF).

All staff are required to contribute to the EPF at the current

statutory rate of 11% of their basic salary upon joining the

company. The companys contribution to the EPF shall be

12%.



19/36

SOCSO.

All staff earning a monthly salary of RM2000.00 or less are

required law to contribute to the SOCSO upon joining the

company. The staff earning more than RM2000.00 a month

nad have previously contributing to SOCSO on the basis of

Once In Always In.

Annual Leave.

General Manager & above - 25 days

Executive, Manager & Senior Manager - 21 days

General Worker - 14 16 days

SAFETY & SECURITY

Exit Pass

The staff is not permitted to leave the Hotel premises whilst

on duty or during meal or tea breaks without a valid Exit

Pass approved by authorized personnel (Department Head,

Human Resource & Hotel Manager)

Parcel Pass.

The staff is not permitted to bring into the Hotel personnel

property or items or remove any property or items or articles

unless a Valid Parcel Pass is approved by an authorized

personnel (Department Head, Human Resource, and

General Manager).

5.2 OPERATION

I have been in two departments for the operation side. I was

at Sales Department for two month and one month left I was

transferred in Purchasing Department.



20/36

The major procedures used by the SALES DEPARTMENT :-

Since two month I was in Sales department, I have

learned a lot regarding how to make a good sales and how

to entertain customer. In my observation about, I was found

the Major Procedures used by Sales Department regarding

the function in the Hotel.

Basically, all the call in from the organizer which is

interested to organized a seminar or other function in Hotel,

the reception will pass the call to Sales Department. Second

step, the sales executive or sales coordinator will note down

all the details such as the callers full name, full address,

company name, contact no. is very important, type of

function, no. of pax, function date, hall setting required and

meals arrangement.

After all the information taken, the sales coordinatorwill make a quotation and she will state together all the items

that the organizer required complete with the price. Then,

sales coordinator will fax the quotation to the organizer.

When the function date comes close, the sales executive

have to call and follow up with the organizer regarding the

function. On that time the organizer have to confirm whether

they want to proceed or cancel their function. If the organizer

is agreeing to precede their function in the Hotel, the sales

executive will ask his coordinator to fax the confirmation

letter to the organizer. After they received the confirmation

from Naza Hotel, the organizer have to sign the confirmation



21/36

and faxed back to us with the detail about the function such

as list of candidates, backdrop and mode of payment.

A next procedure is, after received the confirmation

and all the details from organizer. Sales coordinator will

proceed with the event order (EO). Event order is very

important because every thing related to the function was

stated there. For an example, the function name, date, no.of

pax, authorized name, mode of payment, meals

arrangement, backdrop, hall setting with the basic equipment

needed and so on. Event order has to distribute to every

each of the department. Before the department head take

the event order, they must sign into the EO distributed book

for the safety to sales department. After the all the

department received the event order, the HOD have to make

sure that his staff do their work as stated in the event order.

If the organizer wants to change arrangement, cancel

or add accommodation, sales executive have to make anAmendment to inform every department about the new

changes of the function. Amendment has to distribute quickly

to every department to make sure the function going

smoothly and successfully.

Major procedures used by PURCHASING DEPARTMENT :-

As what I can see after 1 month at Purchasing

Department, I realize that sales and purchasing are different

scope of work. Job specification for purchasing is to order

thing or items from a supplier based on the department



22/36

request, take care of two store that are stationary store and

wet store and to settle payment to the supplier.

There a several procedures that used by the

purchaser to order items from the department request to give

a payment to the supplier. Normally, the purchaser will order

items for kitchen department and chef almost everyday will

give the market list to make an order. Firstly, chef d cuisine

will return the market list and also the list of the items

needed to the purchaser. After that, purchaser will fax the list

to supplier. Once the purchaser delivered the entire goods

request from the supplier, the supplier will issued the invoice

to the purchaser.

After that purchaser will authorized chop and

Photostat all the invoice. The purchaser will kept the original

copy to precede the process of payment and the Photostat

copy will gave to En. Saiful. Then, he will key in the entire

supplier name and the amount to the IFCA system. After thathe gave it back to the purchaser to filing in the creditor list

file. Next step are, the invoice have to chop with 3 authorized

personnel. There are the HOD that requests the goods,

Account Executive and Hotel Manager to approval. The

purchaser have to make sure that they sign the invoice after

order the goods start with the signature of the HOD, followed

by En.Saifuls signature and the most important is the

approval from the Hotel manager.

After get the approval from Hotel Manager, Purchaser

will open Purchase Order (PO) and Purchase Requisition

(PR). Purchase Order are open to the small item that always



23/36

request or the basic item for kitchen such as source, onion,

meat, powder, salt & sugar and etc. all the items have to fill

in the PO in a details including the quantity, unit price and

total. While the Purchase Requisition is open if it is a direct

order from the department. All the PO and PR have to have

the approval from the Account Executive and Hotel Manger

also. If not, the purchaser cannot simply order the goods.

Next, the purchaser will open Payment Voucher (PV).

All the details about the supplier must key in the format such

as the company name, authorized name, account no., the

amount and the invoice no. After print out the PV, the

purchaser has to sign, the give to Account Executive to sign.

Then, the PV has to double check with the cash machine to

make sure that the amounts in the PV are same with the

invoice. Also have to make sure the name is correct because

when it wrong, the supplier will return back to the Hotel and

the purchaser have to issued the new PV.

After that, the purchaser will make a PV summary

before she courier all the PV. Those PV will courier together

with the photocopy of PV summary. It is because, with PV

summary, HQ can easier check whether the PV is in the

envelope or not. After all the procedures done, the PVs are

ready to courier to the Naza Hotel Management Sdn. Bhd

(HQ) and once the HQ delivered the PVs, the account

department will issued cheque on the name of supplier and

courier back to Naza Hotel Melaka attention to Purchasing

and the purchaser will give the cheque to the supplier. It was

the last procedures for Purchasing Department.



24/36

5.3 MARKETING

Sales Department are appointed department to handle all

the process of marketing in Naza Hotel Melaka. Based on my

observation, I found the several types and ideas from Sales

Department team has done to market hotel and make a profit for

hotel based on the several celebration in Malaysia. The promotions

that Naza Hotel Melaka has done are as follow:-

Fathers Day Hi-Tea Featuring The Academy House Band

This is the huge promotion and celebration that Naza Hotel

Melaka has done for the year 2007. All Sales Department

team include some workers from F&B Department was

distributed flyers to all the selected area and near to Naza

Hotel Melaka. For an example Taman Cempaka.

Buffet Ramadhan Promotion

Have distributed to all by the staff and general workers, this

special promotion are valid on 17th September to 12th

October 2007. The price is at RM 30.00 nett per person (10

paxs + 1 free).

The target Market that has been recognized by En. Hassan Ismail

(Hotel Manager) is from Government Servant and Corporation

Company and Travel agent.



25/36

5.4 FINANCE

In my observation, Account Department are used IFCA

System as the major database in the Hotel to record any

transaction regarding the Creditors, Debtors, Receipt, Paid

out voucher, Daily earning report, Daily cashier report and

Summary report.

Major procedures used by ACCOUNT DEPARTMENT :-

Account Department and Sales Department are inter

connected each other regarding the function procedures.

After the function finished, normally the organizer will settled

the full payment after received the Hotel Invoice. So that, the

account assistant will check back the Event Order about the

payment then she will print out the invoice and statement of

account and courier to the organizer. All the details about the

organizer, account will check with sales.

All the internal receipt relating to the function, account

department will keep and filing together with the statement ofaccount for reference. If the organizer wants to make a

payment, the account clerk will post the Debit Note to the

organizer. Then, if the payment is trough bank in to the Naza

Hotel Management Sdn. Bhd account no. the account clerk

will ask for a proof either fax of post the bank slip or other

payment transaction to the Hotel.

Account Executive will record and key in all the data

regarding the payment from the organizer into IFCA

Database System. So that it will make his work easier to

present report to Hotel Manager and easy to make a Closing

an account every end of the month.



26/36

6.0 STRENGTHS, WEAKNESSES, OPPORTUNITY & THREATS

OBSERVED. SWOT ANALYSIS OF THE OVERALL

ORGANIZATION.

STRENGTHS

Conveniently located just 1 km from Melaka Sentral

(Terminal Bus Station) within short distance are Tesco

Hypermarket, Hang Tuah Mall and Business Centre.

Can be the ideal stopover for a visit to the historical city of

Melaka.

Very high capital investment.

Already establish for more than 5 years.

Bumiputra Company which is the owner is Tan Sri Dato Seri

SM Nasimuddin SM Amin.

Have many branches in Malaysia and abroad. There are

Naza Hotel Melaka, Naza Hotel Penang, Naza Hotel Johor

Bharu. Also two branches in USA, Naza Hotel Management

Corporation Ramada LTD and NHCA Inc. Sheraton LA

Harbor Hotel Ltd.

Well known among other Hotel Management, competitors

and customers.

Have qualified and skilled workers in every department.

WEAKNESSES

No improvement in Lobby, Rooms and Office decoration.Still used the same decoration for many years ago especially

in guest rooms.

Administrative planning is not systematic. Many workers are

not doing their job effectively but the person in charge just let

them go.



27/36

Not enough workers on banquet department (F&B).

High in financing cost.

Communication breakdown between the staff and the

manager (HOD). Not to work in a team as what Tan Sri had

said. Misunderstanding always happen between them

especially in management office staff.

OPPORTUNITY

Naza Hotel Melaka has a potential to be the latest 3 star

hotels with a 5 star services.

Be able to expose and compete with the world of hospitality

services.

Able to produce a member of a team of dedicated workers

bent in maintaining standards and providing an Excellent

Services.

THREATS

From my observation, the main threats that Naza Hotel have

are from the big competitors Golden Legacy Hotel. The 5

star Hotel with a super excellent service. The room rates

between both Hotels are not different very far. For Standard

Deluxe Room, Naza Hotel Melaka offer RM135 on weekdays

where as Legacy Hotel offer RM145.



28/36

7.0 7.1 WHAT DO YOU LEARN / YOUR WORK EXPERIENCE /

DESCRIPTION OF TASK.

Working at Naza Hotel Melaka as a Trainee to complete my

Industrial Training Program is a very meaningful to me. It is

the best experience that I never had before.

I was learned a lot at Naza Hotel especially at Sales

Department. I have learned how to survive in the business

world, what is actually business environment, how to making

a business with a good intention. They also teach me the

right way to entertain customer and how to manage our work

to be more efficient and complete on time. With that, Im also

can improve myself to be more competent in business and

working environment. Im also has improve myself to be

more brave, confident to talk in front and not shame to

generates idea with the communities.

Beside that, my conversation and communication in English

was improved very well. Luckily I had a supervisor (Kak

Angela) that always talked with me in English and always

beside me to guide and teach me all things about the sales

in Hotel. Ive learned to make Quotation, Event Order, Event

Board Signage, Amendment and how to answering a phone

call from the organizer.

WORKING EXPERIENCE

During three month doing my Industrial Training Program at

Naza Hotel Melaka, I have had a very extreme working



29/36

experience that I never had before because this is my first

timer expose in working environment. Ive make a new

friends or a matured friends that thought me about the real

life, real working environment and about the responsibility to

the company. I also have much new business contact that

can help me at the future in my own business.

In my first day at Sales Department, Kak Rozlin has show

me all the department that Naza Hotel have such as Food &

Beverage Department, Front Office Department, Kitchen,

Housekeeping Department, Maintenance, Account

Department, Human Resource and Security. After that, Kak

Angela teaches me how to use Photostat machine and fax

machine. In sales department, I used this entire machine

almost everyday to Photostat Event Order, Amendment, and

all document that relating to the function such as list of

candidates, undertaking letter and bank slip.

Other than that, my working experience at sales is to assistSales Manager in organizing sales activities, Help Kak

Angela to handle and monitor the group and convention

chart. To review sales productivity, incentive, promotion

program regularly. To set up sales calls, attend and

organizes sales calls. Help Sales Coordinator to Photostat

Event Order and distributed to every department and screen

daily sales reports and providing appropriates remarks. To

handling all correspondence addressed as well as that

assigned by Sales Manager. To understand & implement the

Hotel Vision Statement, maintain the current information and

complete knowledge as to the Hotels facilities and services.



30/36

In Purchasing Department, Ive learned to open Purchase

Order, Purchase Requisition, Market List, and Payment

Voucher, filing Market List, Supplier quotation and creditors

file. During at Account Department Im just doing the basic

job such as filing the Paid Out Voucher, filing the Night Audit

report, Daily Cashier report and Daily Earning report. Help

them to courier Payment Voucher, Invoice, Debit Note and

Statement of Account.

DESCRIPTION OF TASK

Sales Department

To answering a sales calls and to take down all the

details about the caller regarding the function as well.

Such as name, company name, type of function, no.

of pax, function date and contact no.

To make a quotation and the information or details

about the function must refer to the Sales Manager

first. Will fax the quotation after Sales Manager approved

all the details with the price are completed.

To take down messages for sales Personnel during

their absent.

Help Sales Coordinator to precede Event Order after

received the confirmation and payment from the

organizer.

To Photostat the Event Order, under taking letter and

bank slip.

Distributed all the Event Order complete with the

undertaking letter and other information related to the

function to every department.



31/36

Preparation of weekly and monthly function forecast.

To filing the Past Event Order, Daily HODs Briefing,

Daily Earning and Sales Memorandum.

Account & Purchasing Department

In Purchasing Department, Ive learned to open

Purchase Order, Purchase Requisition, Market List,

and Payment Voucher.

To filing Market List, Supplier quotation and creditors

file.

Help Kak Azie to take care of two stores, Dry Store

and Stationary Store.

To record the PV Summary in a record book before

courier to the HQ.

To record all transaction after received cheque from

HQ for the payment to the supplier and to record the

amount and cheque no into the supplier book record

after they received the payment.

During at Account Department Im just doing the basic

job such as filing the Paid Out Voucher, filing the

Night Audit report, Daily Cashier report and Daily

Earning report.

Help Account clerk to courier Payment Voucher,

Invoice, Debit Note and Statement of Account to the

debtors.

Filing the copy of Debit Note into the Debtors List file.



32/36

7.2 RELEVENCE OF COURCES TAKEN AT KPM TO

PRESENT WORK EXPERIENCE

1) Information Technology Fundamental (Semester 1)

- Learn the basic used of Microsoft Word, Excel, Powerpoint

and Internet. This subject was much related with my work at

Naza Hotel Melaka.

- Microsoft Work ; make a quotation, confirmation letter and

also a formal letter for the organizer.

- Microsoft Excel ; to preparation of Event order, Weekly

Function Forecast, prepare Payment voucher and PV

Summary.

- Microsoft Power Point ; to make a Event Board Signage for

F&B department.

2) Principles of Management (Semester 2)

- In management side, I have learned a lot about how to

manage the department, how to be the organized person

and etc.

3) Principles of Marketing (Semester 3)- In Sales Department I have implement all the particular item

or sub topics that I have learn in Principles of Marketing

subject such as the Market Segmentation, Target market

and etc.

4) Organization Behavior (Semester 3)

- Organization Behavior has taught me about the peoples

behavior in terms of information of human behavior like

sensing, communicating, deciding and writing. This is

happen in the Hotel and I can handle this because this is

very relating with what Puan Faezah have lecture in an OB

class.

5) Communication English (Semester 3)



33/36

- This subject I was implement when En.Hassan want me to

join the Sales Meeting every Thursday at 11 am. This is

related with Communication English because Mr.Yan was

already teaching me how to conduct and behave when in

meeting room.

6) Human Resource Management (Semester 4)

- I have to be more discipline and be punctual in order to

punch card every 9am, be more committed at work place

and know my obligation as a trainee. This all what I have

learned when I was in semester 4.

7) Entrepreneurship (Semester 5)

- In Sales Department, I always have to filing the Penyata

Kewangan and Company Registration Certificate. Im very

familiar in these terms because I already learn in

Entrepreneurship at semester 5.

8) Industrial Relation (Semester 5)

- I was implementing the chapter 9 of Industrial Relation

subject that is Discipline at The Work Place. These chapters

are talking about the disciplinary action, dismissing anemployee guilty of misconduct & penalties. I was following all

the Naza Hotel Melaka Rule & Regulation as what I have in

IR.

9) Business Ethics (Semester 5)

- Naza Hotel Management is very concern in work ethic of

every staff. Every unethical behavior such as

smoking,sleeping at office, HR Manager will give a

punishment, either attend for seminar or cut salary.

10)Management Information System (Semester 5)

- Its not to hard for me to used the company system (IFCA

DATABASE) to print Paid Out Voucher, Daily Earning Report,

Room reservation, Daily Casher Report and also Debit Note.



34/36

8.0 SUGGESTION OR RECOMMENDATIONS TO

IMPROVE THE PERFORMANCE OF THE DEPARTMNET /

COMPANY

1) Human Resources Manager have to organized a

Employment Seminar Talk to all workers and staff to improve their

performance of work, discipline, more responsibility and committed

to work.

2) Organized an Annual Family Day to all workers and staff. It

is one of the way to overcome the problems between the

Department Head and staff in terms of improve in communications

and make a good relationship so that they can work in team without

any misunderstood.

3) (Sales Department) : No need to fax confirmation letter to

the organizer if there is a last minute function. The Sales people

only have to make a call and ask them to fax us the undertaking

letter with details about the function.

4) The Sales Coordinator must have own telephone line.

Because she has to assist all sales call and follow up the quotation

with the organizer.

5) Naza Hotel Melaka must make a new improvement in lobby,

quest rooms and office decoration. New look can make a new

customer perception.

6) The Purchaser must be stricter and make a limitation in

department request items. It will overcome high financing cost

problem and also misspend the items.



35/36

9.0 THE BENEFITS OF THE INDUSTRIAL TRAINING PROGRAM

Nowadays, it is a vital for all students to go far for the

Industrial Training Program. But before proceed to the benefits of

the Industrial Training Program, lets look out its definition first.

Training Program can be describe as a specific program that trains

and equip students to achieve well organized mission and vision.

While Industrial on the other hand can related to various field of

industry that we have in our country.

The main reason why college encourages their students to

go for Industrial Training is because, it is good for preparation and

training ground for them to gain the knowledge about the real

working environment. By attending this program undergraduates

can know exactly what the industries looking for and as a result,

students can equip themselves to meet all the expectations. In

short, Industrial Training Program is a good simulation to the real

world.

Another reason is to teach students about the all attributes

that they should learn and have to fit the career world. Examples ofthe attributes stress by the industries are punctual, self-motivation,

independent, be more disciplines, committed with work and etc. so

it can be consider as a process for the undergraduates to learn and

teach themselves about the values needed in an industry.

Among all, the most important point that should be

highlighted is the students can apply all the theories that they have

learn in classroom. So that they will know either they are eligible or

ready to expose themselves to the real extreme working

environment or not.

Experience is the best teachers, that phrase can be

referres to the Industrial Training Program because the students

can gain a precious experience and knowledge from it.



36/36

10.0 CONCLUSION

Industrial Training Program is the best simulation for

students regarding a real working environment. Based on my

experience and my observation to the company. I can conclude that

Naza Hotel Management Sdn Bhd is among stable company and

the latest 3 star hotels in Malacca city centre.

It is applicable with Naza Hotel Vision Statement that is To

be a preferred business hotel by providing friendly hospitality and

an efficient service to our valued guests, thus achieving our

financial goals for the owners and business associates.

During 3 month at Naza Hotel Melaka, I found that the major

policies that used by Management, Operation, Marketing, and

Finance are very consistent and easy to follow especially on

Operation in the Hotel such as F&B, Kitchen, Sales and

Purchasing. Naza Hotel also used IFCA Database system as their

major System use by every department.

Based on my observation, I also found the strengths,

weaknesses, opportunity and threats of the hotel. One of thestrengths of Naza Hotel Melaka is building in strategic area

because it is located just 1 km from Melaka Sentral (Terminal Bus

Station). Within short distance are Tesco hypemarket, Hang Tuah

Mall and Business centre. The weaknesses are no improvement in

hotel interior decoration especially at lobby, coffee house and guest

room.

Other than that, in this Training Report I also write about my

work experience and the description of task. Im also giving some

suggestions to improve for the whole department of the hotel.

Lastly, I would like to stress that the Industrial Training

Program is important to all KPM students and a ticket to enter into

the reality life of working environment

itp report by atie

Documents