1

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;

2

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

3

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.

4

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

6

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

9

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.

Opening hours: 12.00pm till 1.00am (Daily)

10

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.

Opening hours: 12.00pm till 1.00am (Daily)

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.

Opening hours: 12.00pm till 1.00am (Daily)

Tarbush

Serve authentic home style Lebanese cuisine. Tarbush is well known for its exquisite grilled

meats and signature dishes.

Opening hours: 12.00pm till 1.00am (Daily)

Fisherman’s Cove

Well known for serving a unique symphony of fresh seafood with impeccable tastes that sparkles

brilliantly and equally famous and appetizing.

Opening hours: 12.00pm till 1.00am (Daily)

Jake’s Charbroil Steak

Serve mouth-watering steaks, luscious lobsters, oysters and fish.

Opening hours: 12.00pm till 1.00am (Daily)

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

Opening hours: 12.00pm till 1.00am (Daily)

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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)

12

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.

Opening hours: 12.00pm till 1.00am (Daily)

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

Air Conditioned

Cable/Satellite Television

Direct Dial Telephone

Private Bathroom

Mini Bar

Hairdryer

Alarm Clock

Refrigerator

Rollaway Beds

Safe Deposit Box

Coffee/Tea Making Facilities

High Speed Internet

Newspaper

Meeting Facilities

Business Centre

Starhill Conference Center

Hotel Facilities

Concierge Desk

Laundry Service

Limousine Service

Cash Machine/ATM

24 Hour Room Service

Evening Turndown Service

Cribs Available (On Request)

Babysitting Service (On Request)

Surau

Sports & Leisure

Swimming Pool

Fitness Centre or Spa

Gymnasium

Tennis Court

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MAYANG SARI & BINTANG CONFERENCE CENTRE, JW MARRIOTT KUALA LUMPUR

Function Room Capacity

ROOM LOCATION

DIMENSION

( Metre )

BUILT UP

AREA

DIMENSION

( Feet )

BUILT

UP

AREA

THEATRE

( Pax )

"U" SHAPE

( Pax )

ROUND

TABLE

( Table )

BANQUET

( Pax )

BOARD

ROOM

( Pax )

CLASSROOM

( Pax )

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 7 x 8 53 m² 23 x 26 576 sqf 41 19 2 40 18 / 22 20

Bintang VI Level 4 7 x 8 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 5 x 8 39 m² 17 x 26 420 sqf - - - - 14 -

Boardroom II Level 4 5 x 6 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

ROOM LOCATION

DIMENSION

( Metre )

BUILT UP

AREA

DIMENSION

( Feet )

BUILT

UP

AREA

THEATRE

( Pax )

"U" SHAPE

( Pax )

ROUND

TABLE

( Table )

BANQUET

( Pax )

BOARD

ROOM

( Pax )

CLASSROOM

( Pax )

Starhill 1 Level 4 13 x 14 220 m² 43 x 47 2377 sqf 212 30 12 180 42 112

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

Starhill 7 Level 4 7.5 x 16 121 m² 25 x 53 1307 sqf 134 38 8 90 44 64

Starhill 8 Level 4 7.5 x 10 81 m² 25 x 33 880 sqf 74 22 4 60 24 40

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

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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

Vice President of YTL Hotels

General Manager

Hotel Manager

Mr James Mc Bride

Joseph Yeoh Keong Shya

Mr Mahmoud Skaf

Mr Justin Lee

Executive VP Operation / Sales

Director of Sales (Travel/Industry)

Director of Sales (Travel/Industry)

Director of Sales (Corporate)

Director of Sales (Corporate)

Director of Sales (Corporate)

Director of Sales (Australia)

Mr Carl Kono

Ms Cheryl Loo

Mr Jeffery Bruyns

Ms Steffany Boak

Mr Eddie Phuah

Ms Debbie Ng Siew Yoke

Mr Gopalan Menon

Executive VP of Marketing & Strategy

Director of Public Relation

Director of Brand Communication

Mr Edwin Yeoh

Ms Tracy Khee

Ms Serena Tog

Vice President of Finance

Financial Controller

Credit Controller

Purchasing Manager

Sandra Widjaja

Ms Mawar Idris

Ms Ghee Yoke Mei

Ms Kimberly Long

Executive Assistant Manager (F&B)

Shanghai Restaurant Manager

Chef De'Hote

Chief Steward

Starhill Lounge and JW Lounge Manager

Shook Restaurant Manager

Banquet Manager

Madam Idy Lee

Ms Alicia Chan

Mr Zaffar B. Abdul Samad

Mr Nilamegan

Ms Rohaya

Mr Steven Ooi

Mr Khosim Bin Sapie

Rooms Manager:

Reservation Manager

Customer Service Manager

Assistant Front Office Manager

Housekeeping Manager

Housekeeper

Assistant Housekeeping Manager (Public Area)

Laundry Manager

Ms Ashley Lai

Ms Radhika A/P Ramakrishnan

Ms Jane Lee

Ms Aya Kaneko

Mr Melvin Foo

Ms Serena Chau

Ms Tika

Mr Jeff Gan

Vice President of Spa Division

Starhill Spa Manager

Ms Chik Lai Ping

Ms Helen Phang

Vice President of Human Resources & Learning

Human Resources Manager

Training Manager

Nancy Teoh

Mr Vernon C. Fernandez

Ms Marina Rahim

Maintenance Manager Mr Puah Aik Kee

Loss Prevention Manager Mr Sivakumar

Director of IT and Business Development

IT Manager

Mohd Zuhannes Dzulkifli

Mr Edward Ling

Table 4: JW Marriott Kuala Lumpur Management Team

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1.3.2 ORGANIZATIONAL CHART

General Manager

Hotel Manager

Sales Department

Marketing Department

Front Office Department

Housekeeping Department

Kitchen Loss Prevention

Department

IT Department Enginering

Department

Spa Division Finance

Department

Human Resources

Department

Accounting 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.

23

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.

24

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.

25

1.3 TRAINING SCHEDULE

Date Duration Department

17th

May 2010 1 Day Orientation

17th

May 2010

till

4th

July 2010

8 Weeks Banquet Department

5th

July 2010

till

19th

September 2010

10 Weeks Sales Department

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.

26

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.

27

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.

29

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.

Executive Assistant Manager (F&B)

Madam Idy Lee

Banquet Manager

Mr Khosim Sapie

Banquet Manager

Mr Tang Kim Soon

Storeman

(3 persons)

Business Center

Coordinator

Banquet Servers

(12 persons)

Bartender

(1 person)

Banquet Supervisor

Mr Faizal

Banquet Captains

(4 persons)

AV Technician

(3 persons)

30

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

Lower Level 3

Mayang Sari Grand Ballroom

Mayang Sari I & II

Mayang Sari III & IV

Level 3 Bintang I & II

Bintang III & IV

Level 4

Bintang V & VI

Bintang VII

Boardroom 1

Boardroom 2

Private Meeting Room 1

Starhill 1

Starhill 2

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.

Figure 7: Banquet Server Job Flows

Check assignment

sheet

Check function room setting

Confirming attendance

Notify restaurant

Pick up Coffee Break snacks

Reset room Change set up

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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.

42

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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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.

Sales Account Director

(6 persons)

Senior Sales Account Manager

(1 person)

Sales Account Manager

(7 persons)

Event Manager

(1 person)

Sales Account Assistant

(1 person)

Sales Account Executive

(3 persons)

Sales Coordinator

(11 persons)

Sales Administrator Assistant

(1 persons)

45

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

JW Marriott

Team A

Debbie Ng Sales Account Director Oil & Gas, Petrol

Chemical, Mitsubishi

Company

Water / Waste Industries,

Chemicals

Cleaning Services, Pest

Control

Matthew Chan Sales Account Executive

Mohd Romi Irwan Sales Coordinator

JW Marriott

Team B

Christine Wong Senior Sales Account

Manager

Fast Food, Franchise,

Restaurant,

Hypermarkets, Hotels

Food & Beverage,

Packaging

( Manufacturing, Trading,

Services )

Mohd Romi Irwan Sales Coordinator

46

JW Marriott

Team C

Shino Low Sales Account Executive

YTL Owner Co,

Affiliations

Subsidiary & Referral

BizAutomation

Aerospace / Aviation

Defence Technology

Security Services

Marine, Shipping,

Expedition

Courier Services

Transportation Services

Noridayu Ibrahim Sales Coordinator

JW Marriott

Team D

Eddie Phuah Sales Account Director

Meeting, Incentive,

Convention & Exhibition

Event Management

Media, Entertainment,

Broadcasting.

PR & Advertising, Film

House

Travel Agencies &

Industries

( Conference for JWM &

RCKL Only )

Airlines

Lim Chinn Yi Event Manager

Guan Li Sales Account Executive

Diana Affandi Sales Coordinator

47

JW Marriott

Team E

Fiona Yong Sales Account Manager

Power Generation

Energy & Utility

Plantations, Agriculture

Mining, Mineral, Quarries

Tobacco

Chai Li Ting Sales Coordinator

JW Marriott

Team F

Yap Wai Ming Sales Account Manage

Training

Consultancy, Marketing,

Management

Noraini Talib Sales Coordinator

Kent Choong Sales Coordinator

JW Marriott

Team G

Colin Siow Sales Account Manager

Embassy

Valiram Group

( Corporate & Catering -

Colin Siow )

Associations, Clubs

Societies, Foundations

Churches, Religious &

Organisations

Colleges, Institutions,

Universities

Meena Ramalingam Sales Account Assistant

Earma Eza Sagzir Sales Coordinator

Muhammad Salihin

Jaafar

Management Trainee /

Sales Coordinator

48

JW Marriott

Team H

Steffany Boak Sales Account Director

Computer, Software &

Hardware, Semiconducter

( Manufacturing / Trading

/ Services )

Telecommunications

Electronics, Electricals

( Manufacturing / Product

Sales / Services )

Hendric Mohan Sales Account Manager

Syafiq Ridha Sales Coordinator

JW Marriott

Team I

Jessica Teh Sales Account Manager

Real Estate, Property

Maintenance

Architect, Interior Design

Recreation, Amusement

Gaming & Sports Team

Computer Games

Legal

Employment Agencies

Business Centre

Mechanical, Machineries,

Metal & Steel

Factoring

Furniture, Wood & Paper

Industries

Construction, Developer,

Cement

Daryl Chung Sales Coordinator

49

JW Marriott

Team J

Sonja Yap Sales Account Director

Financial Institution

Investment, Merchant

Banking

Securities

Commercial Bank / Credit

Card

Financial Services

Accountancy / Research

Insurance / Re-insurance

Sharon Liang Sales Account Executive

Noridayu Ibrahim Sales Coordinator

JW Marriott

Team K

Steven Chen Sales Account Manager

Pharmaceutical

Medical Services, Hospital

Dental & Medical Supplies

Daryl Chung Sales Coordinator

JW Marriott

Team L

Kent Chung Sales Account Manager

General Trading

Consumer Products, Retail

Sales

Direct Selling Chai Li Ting Sales Coordinator

JW Marriott

Team M

Rosihan Anuar Sales Account Director

Government Muhammad Salihin

Jaafar

Management Trainee/

Sales Coordinator

Table 6: Corporate Sales Teams

50

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;

51

Method Explanation

E-mail

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.

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 / Sales Visit

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

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.

52

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

53

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

54

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.

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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.

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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.

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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

Industry

Preferred Hotel

Contact Name

Contact Number

Fax Number

Mobile Number

Email Address

Date Of Event

Type of Event

Time

Person Approximate (pax)

Set Up

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;

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i. Seminar Package JW Marriott Kuala Lumpur

SEMINAR PACKAGE PACKAGE RATE PACKAGE INCLUDES

FULL DAY:

9am to 5pm

Meeting Package is inclusive of

2 Coffee Breaks & 1 Lunch Only

RM180.00++

per person per day

Main Room Hire

Writing pads & Pencils,

Mineral Water,

Mints

1 Screen

1 Rostrum with 1 wired microphone

1 Whiteboard with markers

1 Flipchart with markers,

1 Four-gang socket extension cord

HALF DAY:

9am to 12noon / 12noon to 5pm

Meeting Package is inclusive of

1 Coffee Break & 1 Lunch Only

RM155.00++

per person per day

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

Meeting Package is inclusive

of 2 Coffee Breaks & 1

Lunch Only

RM200.00++ per

person per day

Complimentary use of the main meeting room

from 9.00am – 5.00pm with a dedicated server

Free flow of coffee & tea

Bottled water, mints, writing pads and pencils

One flip chart or one white board with markers

HALF DAY:

9am - 12pm / 12pm - 5pm

Meeting Package is inclusive

of

1 Coffee Breaks & 1 Lunch

Only

RM185.00++ per

person per day

Table 9: Seminar Package The Ritz-Carlton Kuala Lumpur

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iii. Room Rates JW Marriott Kuala Lumpur ( Embassies Rates)

ROOM TYPE ROOM RATE

Deluxe

(King/Twin)

RM380.00++

per room night (inclusive of wired broadband)

Executive Deluxe RM550.00++

per room night (inclusive of wired broadband)

Junior/Studio

Suite

RM650.00++

per room night (inclusive of wired broadband)

Table 10: Embassies Room Rates JW Marriott Kuala Lumpur

iv. Room Rates The-Ritz Carlton Kuala Lumpur (Embassies Rate)

ROOM TYPE ROOM RATE

Deluxe RM480.00++

per room per night (include with butler service and wired broadband)

Executive Deluxe RM550.00++

per room per night (include with butler service and wired broadband)

Grand Deluxe RM850.00++

per room per night (include with butler service and wired broadband)

Premier RM950.00++

per room per night (include with butler service and wired broadband)

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.

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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.

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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:

Figure 9: Event Planning and Job Flows

Inquiries Blocking Events

Generating Proposal

Following up Negotiating Payment

Preparation of BEO and

Documents

Day of Function

Full Payment

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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.

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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.

64

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.

65

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.

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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.

67

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.

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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.

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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.

70

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.

71

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.

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APPENDIXES

Appendix 1 : Marriott Brand Logo

73

Appendix 2: YTL Hotels Brands Logo

74

Appendix 3: Hotel Building Exterior 1 Appendix 4: Hotel Building Exterior 2

Appendix 5: Hotel Entrance

75

Appendix 6: The Bellman Appendix 7: Hotel Atrium

Appendix 8: Starhill Lounge

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Appendix 9: Hotel Lobby Appendix 10: Deluxe Room 1

Appendix 11: Deluxe Room 2 Appendix 12: Presidential Suite Bedroom

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Appendix 15: Studio Suite Appendix 16: VIP Suite

Appendix 13: Two Bedroom Suite Appendix 14: One Bedroom Suite

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Appendix 19: Boardroom Appendix 20: Business Center

Appendix 17: Grand Ballroom Appendix 18: Ballroom Foyer

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Appendix 23 : Shook! Restaurant

Appendix 21: Village Bar Appendix 22: Third Floor Restaurant

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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