1. Internship Report
On
Philia Resort & Spa, Melaka, Malaysia
Submitted By:
Shristi Karki
Nepal Academy of Tourism and Hotel Management
Roll No: 1551/11
A Report Submitted to:
Office of the dean
Nepal Academy of Tourism & Hotel Management
In the partial fulfillment of the requirements for the degree of
Bachelor of Hotel Management, Fifth Semester
Ravibhawan, Kathmandu
July, 2014
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Acknowledgement
I have presented this report, entitled ”Internship at Philea Resort & Spa, Malaysia,” on the
experiences and challenges faced during my time as an intern and a modus operandi of a
recognized hotel in Malaysia.
It feels ecstatic to wind up a project. I am writing this note in order to express my wholehearted
gratitude to those who have sincerely helped me in my approach to acquire enough information
on the methodology of the hospitality industry. Without their persistent support and cooperation
this report would have gone awry.
I appreciate all the concerned stakeholders of NATHM for their ever unfailing interest towards
student’s betterment. With their larger help and encouragement, this project came into existence.
I am fortunate in that Philea Resort & Spa, Malaysia and many individuals, far too numerous to
mention by name, have opened their doors to me in my request for information.
I am grateful to the student’s of NATHM (BHM) who just completed their internship in both the
national and international hotels. I am also grateful to Mr. Surya Kiran Shrestha (BHM
coordinator of NATHM) for his encouragement to prepare this report and inspiration and
suggestions.
I would like to thank the entire staffs of the Philea Resort & Spa, Malaysia from the managerial
body to all the supporting staffs for the inspecting and providing me continuous support during
my internship.
I also would like to express my heart-full thanks to my family members, friends, faculty
members and staffs of NATHM, and everyone else involved in helping me prepare this report.
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Table of Contents
1. Introduction to Internship 5
o Objectives of Internship 5
o Methodology 6
Organization Selection 7
Placement 7
Duration 7-8
2. Introduction to Philea Resort & Spa
• Information and History 9
• Room/Catering/Banquet/Recreational Activities 10-12
• Board of Directors (BOD) 13
• Map & Location 13
3. Introduction to Departments
A. Front Office (F/O) Department
• Introduction 14
• Main Functions 15
• Reception 15-16
B. House Keeping Department
a. Introduction 17
b. Personal attributes 18
c. Room/Types of Rooms/Public Areas 19-23
C. Food Production Department 24
D. F&B Department
a. Introduction 25
b. Individual Outlets (Restaurants) 26-28
c. Meeting and Banquet 29-30
d. Room Service/IRD 31
e. Executive Dining Room 31
f. Briefing 32
g. Breakfast Serving Procedure 50
h. Side Station 32-33
i. Billing 33-34
4. 4
E. Observation & Learning Outcome 35
F. Analysis
a. Inter & Intra Departmental Relationship 36
b. Guest Complaints 37
c. Guest Satisfaction 37
d. Grooming of Personnel 37
G. Recommendations & Suggestion 38
Conclusion 39
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Introduction to Internship
An internship is a work-related learning experience for individuals who wish to develop hands
on work experience in a certain occupational field. Most internship is temporary assignments that
last approximately three months up to a year. Interns are usually college or university students,
but they can also be high school students or post graduate adults seeking skills for a new career.
Student internships provide opportunities for students to gain experience in their field, determine
if they have an interest in a particular career, create a network of contacts, or gain school credit.
It provides employers with cheap or free labor for (typically) low-level tasks. Some interns find
permanent, paid employment with the companies in which they interned. Their value to the
company may be increased by the fact that they need little to no training.
It provides students with an opportunity to put into practice skills they have learned while in
school. In addition, students should have an opportunity to enhance those skills, obtain the
perspective of a work environment and benefit from a mentor or supervisor’s experience and
advice. To gain maximum benefit, the work experience must have a supervisor or mentor
available to provide coaching and evaluation of the student.
Thus, it helps individuals to combine theory with practical work experience. It helps develop
professional work habits; provides an understanding of corporate cultures, gives an opportunity
to analyze international business settings, offers platforms to compare differences in work styles.
Hotel report comprises of a part of our study and is the conclusive reportage on the 6 months
of training as an internee. The hotel report and Industrial Exposure consists of 18 credit
hours. While selecting the organization to intern at, I chose Philea Resort & Spa, an exotic 5-
Star rated hotel at Melaka, Malaysia.
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Objectives of Internship
The objective of the industrial exposure is to bridge the gap between theoretical input and the
real life work experiences. What you expect to learn or experience during your time in a
professional environment are the goals, objectives and motives of your internship. Objectives are
not tactics. In other words, objectives are not a punch list of tasks to be performed. Tactics
should be listed for each objective. Each tactic should advance the particular objective it
supports.
Its objective is to facilitate reflection on experiences obtained in the internship and to enhance
understanding of academic material by application. It will provide students the opportunity to
test their interest in a particular career before permanent commitments are made.
Apart from these, internship is more important;
To develop skills and techniques directly applicable to the career.
To provide students the opportunity to develop attitudes conducive to effective
interpersonal relationships.
To provide students with an in-depth knowledge of the formal functional activities of a
participating organization.
To combine theory with practical work experience.
To develop professional work habits.
To provides an understanding of corporate cultures and see how projects are handled in
different cultures.
To enhance advancement possibilities of graduates.
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Organization Selection
In simple words, the process of choosing the organization to work is organization selection.
While selecting the organization, we need to select the hotels for the internship either in a 4 or 5
Star hotel located on global settings.
I chose Philea Resort & Spa, Malaysia for the following reasons:
• One of the top brands of the resort in Malaysia, the arrival of global and posh tourist is
common.
• Higher guest flow and room occupancy ratio.
• Recommended hotel from the seniors & friends.
• The overall working methodology, morals and ethics of the establishment.
• The one and only heritage and boutique resort in the entire nation.
Internship opportunity at such global settings allows a student to explore other nations and
experience the modus operandi of the hotels and foreign community.
Placement
After selection of the industrial trainee by Philea Resort & Spa, Malaysia, training department
called us for the orientation of the resort and its various departments. Assistant Human Resource
Manager briefed us about the workings, history, standards. It lasted for a day.
The Industrial placement in the various departments lasted for total of 6 months, starting from
14th
September, 2013 and ended at 24th
February 2014, during which we rotated through various
departments for wider knowledge of operations while working in a shift.
During the time, we were entitled to one weekly roster day off, along with the public holidays of
the country.
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Philea Resort & Spa
INFORMATION & HISTORY
Philea Resort & Spa is a 5 Star award-winning resort located in the Melaka city, an equally
exotic and historic city of Malaysia. Settled on the bed of hills and covered by forests on all
sides, this resort can be termed the Xanadu.
Spanning over 15 acres and strategically located in the budding town of Ayer Keroh in Melaka,
the resort is a niche example of man-made ecological wonders. It was built using only natural
materials; including 8,000 pieces of disused railway sleepers for the staircase, more than 6,000
tons of marble from Perak as block fencing and recycled materials from shipwrecks as the
furniture in the lobby.
…
It consist of 201 guest rooms, all fitted with air-conditioner,
mini bar and safes. A guest can use the in-room
complementary wireless with high speed internet access.
Television is equipped with satellite channels.
It has a full-service spa, an outdoor pool and a sauna. Wireless
Internet access is available in public areas as well. This eco-
friendly resort features corporate amenities including a
business center and multiple meeting rooms, available at
anytime upon request. The poolside bar and additional
amenities including a fitness center, tour/ticket assistance,
and a garden add charm to the overalls of the resort. The
property also has designated areas for smoking.
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Accommodation
Philea Resort & Spa each of which is well air-conditioned and maintained to the highest level.
Every room boasts luxurious and rich interiors & lush environment.
The Philia Resort & Spa offers 201 rooms, which include:
1. Pavilion Room
2. Royal Villa
3. Philea Suite
Dining & Entertainment
F&B makes up the largest department in Philea Resort & Spa, Malyasia. It operates many outlets
scattered all over the hotel presenting different tastes, themes and experiences.
There are many options when it comes to dining. They offer meal and drinks as per the
customer’s desire, therefore, managing multiple outlets serving different cuisines is quite
common.
1. Cravo Cravo
2. The Coffee Shop (Tropic Lounge)
3. Nusantara
4. Chill Out
5. Bayu Cabana
Banquet & Meeting Facilities
Philea Resort & Spa offers guests a unique experience by thinking differently and being
unconventional in our approach, offering you the guarantee of consistency in dealing in dealing
with the big issues, as well as flair and individuality in planning and delivering of the small
details that go a long way in leaving and creating a memorable lasting event.
Function rooms are directly accessible from the front of the hotel & can accommodate any
events to suit the guest needs for meetings, cocktail party, conference, gala dinner or for any
special occasions.
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Conference & Banquet Facilities
NAME SIZE THEATER CLASSROOM RECEPTION
Ballroom 25.65m*17.15m 450-475 pax 150 pax 800 pax
Ballroom 1 10.9mx17.1m 125 pax 80 pax 100 pax
Ballroom 2 14.6m*17.1m 200 pax 120 pax 200 pax
Cumin 9.65m*7.05m 50 pax 30 pax 38 pax
Coriander 15.39m*5.5 80 pax 30 pax 40 pax
Karaoke 5.97m*7.05m 25 pax 18 pax 20 pax
Lounge 4.07m*3.52m 10 pax
Preparation & setup in the banquet halls is done according to the function Prospective (FP). The Function
Prospectus contains all the information of the function of the day. FP is prepared by the Banquet Manager
consulting with the Host.
Recreation Facilities
Philea Resort & Spa offers many options to entertain the guest and to accommodate their stay at
the resort pleasant and lively.
Famous for its spa service, Philea does also provide gymnasium, sauna, swimming pool and
safari.
Gymnasium (Fitness Centre)
The Fitness Center in Philea Resort & Spa is in wonderful area to relax, unwind and
feel invigorated. It is equipped with the latest life fitness equipments. It can be a great
place to get rid of stress after the long day of hard work. There is also fully equipped
health and recreation center with separate facilities for ladies and gents like steam,
sauna and Jacuzzi. The center also boasts an outdoor swimming pool on the ground
floor and offers various types of rejuvenating massages.
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The Fitness Center of resort provide relax, renew, rejuvenate, and the feeling of the
difference. Services available are;
• Gymnasium
• Outdoor pool
• Massage
The travel desk can arrange car rental, national/international flights and other necessary transport
requirements.
ADDRESS
Philea Resort & Spa, 75450 Ayer Keroh, Melaka, Malaysia
Phone: +606-289-3399
Email: info@phileahotel.com.my
Website: www.phileahotel.com.my
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Board of Director
1. Mr. Francas Lee Chairman
2. Mr. Dzulkarnai General Manager
3. Mrs. Chui Ling Managing Director
4. Mrs. Khairul Azami F&B Director
5. Mrs. Yusuf Housekeeping Director
6. Mr. Mantmaran Food Production Director
7. Mr. Stella Hor Front Office Director
Map and Location
Philea Resort & Spa, 75450 Ayer Keroh, is located at a distance of a minute from the Ayer
Keroh interchange of the North South Highway, 90 minutes from The Kuala Lumpur
International Airport and 20 minutes from the UNESCO World Heritage city of Melaka,
Malaysia.
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FRONT OFFICE DEPARTMENT
INTRODUCTION
The department where guests are checked in and out, payments on an account are made
and messages are exchanged is known as “Front Office Department”. It is an important
department in any hotel, which is situated at the frontline of the hotel and is responsible for the
sale of hotel room through the systematic methods of reservation followed by registration rooms
to the guest. It is a mirror of the hotel because it is the first and last point of guest contact. As the
old adage says, “The first impression lasts longer,” the layout of the front desk, its informative
ability and manner and conduct of its staffs are directly proportional to the moral of the guest. It
is the most responsive department as its dealings are always with guests --the saviors of any
hotel.
In other words, it is the “Show Case Window” which reflects the image of a hotel. It is the back
bone as the “Nerve Center” from where all the information and message are communicated to
the different departments or personnel. The front office in a hotel holds prime important in view
of the basic nature of a business of a hotel that is to sell the rooms. Revenue collected from the
sale of room contributes to more than 50% of the total sales. Thus, the role of front office is to
reserve, receive register, and allocate room to the guest and acts a continuous source of
information to the guest during their stay at the hotel. Other major function of the department
includes settlement of guest account, providing guest service, preparation of guest history card,
luggage handling, airport pick-up etc.
The front office department develops and maintains up to date records based on guest
information. It is also responsible for welcoming the guest, greeting them and handling the
complaints if there are any. Hence, the staffs perform similar to the knights in a battlefield.
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The main functional areas of the front office are,
1. Reception
2. Reservation
3. Front Cashier
4. Operator
5. Business center
6. Bell Desk
7. Travel Desk
8. Health Club/Fitness Center
9. Lobby
RECEPTION
This section is responsible for receiving the guest and assigning them a room after a complete
registration and other formalities.
Duties of Receptionist
• Received and welcome the guest.
• Register guest and assign them the rooms.
• Update room rack continuously.
Philea Resort’s Lobby
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• Calculate room position and advise reservation.
• Issue VIP amenities voucher.
• Complete pre-registration for VIP’S, invalids old people and group.
• Execute government formalities regarding foreigners.
• Co-ordinate with H/K for cleanliness of room, room reports and occupancy statistics.
• Received and welcome the guest.
• Register guest and assign them the rooms.
Switchboard
Philea Resort’s Lobby
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HOUSEKEEPING DEPARTMENT
INTRODUCTION
Housekeeping deals with offering cleanliness, comfort and aesthetic up keep of each and every
area of a hotel. A hotel’s largest margin of profit comes from the room sales because a room
once made can be sold over and over again.
A hotel operation ensures optimal room-sales for the maximum profit. Therefore housekeeping
department is responsible for performing their job up to date. The facilities provided by the
housekeeping department turns the ordinary hotel to the best tourist destination. Therefore
housekeeping department is the heart of the hotel.
Honeymoon Suite in Philea Resort & Spa
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Housekeeping Personal Attributes
Hotels being hospitality industry personal attribute of hotel staff play a very important role. It
enhances the image of the hotel. Quality workforce determines the quality service as tourism is a
service industry and service provided by manpower. So that “Quality workforce for quality
Tourism”. Based on the nature of jobs the following attribute among the housekeeping staff are
must.
• Honesty is a very essential attribute for housekeeping staff and especially among the
room attendants, as they have access to all guest rooms.
• Floor and public area supervisors, room attendants and housekeeping staffs who are
constant guest contact should be well groomed at all times.
• Regarding to personal hygiene, housekeeping staff must take bath regularly,
fingernails should be short and should ensure that no body or mouth odor is present.
• Eye for detail enables housekeeping staffs to take consideration of the minute details
when the time is still premium.
• Strong physical constitutions are required to meet the demand of housekeeping job as
the nature of this job itself is more manual and requires long hours of standing.
• It takes lot of tact and diplomacy to diffuse guests request in comfort, facilities or
services that are outside the management policy.
• Floor and public area supervisors, room attendant and housekeeping staffs are
constantly in contact with the guests.
• Co-operation among the housekeeping staff and among other department is a must
because it is teamwork.
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Guest Room
House-keeping is an eye and ear of the hotel. This unit is also responsible for providing supplies
and amenities for guest room so that guest feel that his/her entire stay would be very
comfortable.
The primary goal of the house keeping is to make guest rooms appealing and comfortable. Thus,
the personal effort of the department makes in giving a guest a desirable room, which has a direct
impact on the gust experience in a hotel.
Rooms in Philia Resort & Spa, Malaysia
Philea Resort & Spa has a total 201 guest rooms, each of which is well air-
conditioned and maintained to the highest level. Every room boasts luxurious and
rich interiors & lush environment.
Every room and suite are fully equipped with individual air conditioning/heating,
hair dryer, tea/coffee making facilities, iron and iron board, in-room safety deposit
locker, satellite television, mini bar, international direct dialing, etc.
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Types of Room
The rooms in Philia Resort & Spa are divided into 3 major categories, which are;
A. Pavilion Room
• Superior King (SPK )
o Superior Twin (SPT)
Pavilion Room Facilities
• Courtesy airport transfer by car
• Express check-in and check-out
• Welcome drink on arrival
• Fruit and flowers in the room
• Evening amenities
• Complimentary buffet Breakfast in the Nusantara from 7:00 to 10:00am .
• Complimentary tea/coffee and light snacks from 12noon to 7:00pm
• Happy hours form 5:30pm to 7:30pm
• Complimentary ironing of one suit/ dress per stay
• In room fax machine/ computer on hire
• 20% discount on laundry
• Local calls free
• Two bottles of mineral water complimentary everyday
• Complimentary International Newspaper
• Personalized stationary
• Assistance in confirmation of airlines seats
• Late checkout till 4:00pm, upon availability
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B. Royal Villa
• Junior Room Royal villa
o Non-Smoking Royal Villa
Royal Villa Facilities
Philea royal villa an exclusive executive floor provides warm and exclusive services to the
discerning business travelers seeking for high standards of luxurious hospitality. These Plaza
Club Rooms are located on the first and second floor of the hotel.
Royal Villa guests are provided with;
• Complimentary airport to hotel and hotel to airport transfers by luxury car
• Express check-in and Check-out
• Complimentary deluxe fruit basket- Fruit contain to be revised.
• Complimentary breakfast in the Nustantara Lounge from 7:00 to 10:00 am.
• Complimentary Dinner for one at Cravo Cravo per stay
• Complimentary evening relishes with ice bucket daily ( to be placed between
4:45pm to 5:00pm)
• Complimentary tea/ coffee use the lounge throughout the day
• Complimentary ticket reconfirmation service
• Turn down service with pralines
• Complimentary laundry
• Mobile phone on hire
• In room coffee/ tea maker
• Iron and ironing board in room
• In room fax machine on request
• Small Souvenir in the room
• Complimentary incoming fax
• Electronic safe in every room
• Free internet / e-mail use from room
• Complimentary Newspaper – International
• Local calls are free & there is no charge for international line access ( AT & T )
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• Complimentary two bottles of mineral water everyday
• Access to Clark Hatch Fitness Center & Swimming Pool - Separate charges for
massage with special discount of 20%
C. Philea Suite Room
• Club Suite King ( SKP )
• Club Suite Twin ( STP )
o Non – Smoking Club Suite King ( NPS )
Philea Suite Room Facilities
• Complimentary airport pick-up and drop
• Check-in in room/Express check-out
• Complimentary deluxe fruit basket- Fruit contain to be revised
• Complimentary Breakfast at The Fun Café from 6:30am to 10:30am.
• Dinner for one at The Fun Café every night – non transferable and non
reimbursable
• Complimentary – 2 standard drinks at Corner Bar
• Complimentary two bottles of mineral water everyday
• Turn down service with pralines
• Complimentary Newspaper
• Free internet / e-mail use from room
• Complimentary incoming fax
• Mobile phone on hire
• In room coffee/ tea maker
• Iron and ironing board in room
• Electronic safe in every room
• Access to Fitness Center & Swimming Pool - Separate charges for massage with
special discount of 20%
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Public Areas
Public areas consist of a property's entrance, lobbies, corridors, staircase, elevator, restrooms,
etc. Other areas which the guest sees include dining areas banquet and meeting rooms and
sometimes administration and sales offices some properties engineer public areas to convey a
particular mood through such dramatic features as high ceilings, balconies, decorative
architecture, walls and floors and ornate furniture and fixtures.
So, the staff assigned in those public areas must take extra care for maintaining public areas
up to the Philea resort& spa standards and staffs are very alert for checking those areas on a
regular basic. The staff assigned in those public areas is responsible forgiving maintenance
report to the maintenance department regarding cracks, water leakage or anything is not
working property things, which are not in good condition, should be rectified quickly and
effectively according to the hotel standard. So, extra care should be given to those public
areas.
For the public area cleaning the equipment's used are Broom, buffing machines, mop and
accessories such as duster feather brush Colin Brasso, paper rolls, Air freshener and so on.
During the first hour of the work public area attendant does the dusting then brooming and
then wet mopping. If the public area attendant is assigned for the food and beverage outlets
then he/she does first dusting and brooming and then the mopping and last the rest rooms.
And after finishing the basic cleaning he does the regular inspection assigned area. This is the
typical working schedule of the public area attendant.
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FOOD PRODUCTION DEPARTMENT
INTRODUCTION
Food production is a modern term in a professional cookery. It devotes preparation and cooking.
It follows a flow pattern, which commence with the purchasing and selection of materials, their
handling, processing and the ultimate presentation of the dishes, to the customer where “food
service” takes over. In French, the word “Cuisine” devotes the art of cooking, preparing dishes
and the place, the kitchen in which they are prepared.
The food production department is basically responsible for the production of various food and
beverages items for guests as per the standard and according to the order of the guest. This
department has to function in close relation with service department as the food prepared by the
production department needs to be served by the service department. The production department
is also responsible to prepare food for entire outlets of the hotel. The food production department
of a hotel is one of the major revenue generating departments. To make the job performance
easy, this department has also been classified into various sections and each of the specified with
a particular task to perform regarding specific type of preparation.
It is one of the most important departments that deal with the preparation of various types of
food of the various cuisines. All the food prepared, heightens the image of the hotel, so care must
be given while selecting the food materials and choosing the kitchen personnel. The food
preparation process is composed of greater number of individual work steps using variety of
utensils, as well as the major pieces of equipments. Therefore, facilities layout is critically an
important point. The staffs of this department convert raw ingredients into eatable product under
different cooking methods. The staffs are responsible to create the food of actual taste; color and
presentation. So, there must be good working environment.
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FOOD AND BEVERAGE DEPARTMENT
INTRODUCTION
Hotel is the place where a guest can receive food & lodging. Food & Beverage department (F&B)
in a hotel ensures the supply of food and beverages to the guests which staying/not-staying in the
hotel. F&B must be responsible for preparing and presenting varieties of dishes (assorted by the
hotel) in an appropriate quality and temperature, as per the customer’s desire and order.
The hotel generates second largest amount of revenue by selling food & beverage item.
Therefore Food & Beverage department must be responsible to provide the guest’s choice
of taste.
This department in any hotel plays a vital role in the generating revenue for the hotel. Among the
total revenue earned, almost 40% of the total receipts come from F&B. This department is
specialized by its output of the products that satisfies customers demand for food and beverage.
For the proper control and the effective management of the total staffs and their duties this
department is divided into different units or section, which is also called as an outlet each outlet,
is specialized for the special functions.
For the systematic and a good service process of
any F&B outlets, presentation, time keeping,
order taking and the suggestive selling are the key
element of a service to be maintained by service
staffs. The standard of food and beverage service
are basically focused on the activities of an
operation that posses good attitude,
cooperativeness, courteousness by the F&B staffs
in any outlets.
It is the largest department as well operating
many outlets scattered all over the hotel
presenting different tastes, themes and
experiences.
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Introduction to Individual F&B Outlets
A. Restaurants
1. Cravo Cravo
This is the premiere restaurant in the resort located
at the Lobby. immersed in an ambience of
memorable luxury. One can enjoy the fantastic
range of Continental & Asian dining concept in a
contemporary and relaxed atmosphere. In Lunch
and Dinner guest are also given the choice of a la
carte menu
Opening Time:
11 am - 11 pm
2. The Coffee Shop(Tropic Lounge)
The Lobby Lounge opens up to a vibrant and
inviting space serves a wide range of liqueur.
Coffee specialties, scrumptious snacks and variety
of alternative in-house cocktails.
Opening time:
11 am – 11 pm
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3. Nusantara
Savor our delectable variety of Asian and
International cuisine prepared and cooked by
our Chef and his team. Air conditional, this
restaurant is located and his team. Air-
conditional, this restaurant is located at the
lower ground floor at the Banquet Grand
Ballroom.
The lunch starts from 11:30 am to 2:30 pm.
Similarly Dinner starts from 6:30 pm to 10:30
pm. The buffet is laid in buffet station and guest
has to take themselves. Only water is served in the table. In Lunch and Dinner guest are
also given the choice of a la carte menu.
Opening Time:
• Breakfast: 6:30 am – 11 am
• Lunch: 12 pm - 3 pm
• Dinner: 7 pm - 10:30 pm
4. Chill Out
A lively meeting place in the heart of the resort.
Chill Out offers an exclusive selection and colorful
cocktails, a wide range of wines and liquor and
other tempting refreshments.
Live telecast of international sport events. Games
room and cigar divan. Guests can enjoy the drinks
with the live music at corner bar
Opening Time:
6:00 pm to 1:00 pm
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5. Bayu Cabana
Located at the scenic riverfront, it is place to sip
your favorite cocktail as you laze at the poolside
and have a good time with old and new found
friends.
With a refreshing cocktail or cold beer, you will
find yourself in a blissful contentment over a
breathtaking sunset. It is mostly famous for
steamboat and hot stone.
Opening time:
7:00 pm - 11:00 pm
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B. Meeting and Banquet
Designed to look after big numbers of delegates in stunning event rooms, the Philea Resort &
Spa offers guests a unique experience by thinking differently and being unconventional in our
approach, offering you the guarantee of consistency in dealing in dealing with the big issues, as
well as flair and individuality in planning and delivering of the small details that go a long way
in leaving and creating a memorable lasting event.
Function rooms are directly accessible from the front of the hotel & can accommodate any
events to suit the guest needs for meetings, cocktail party, conference, gala dinner or for any
special occasions. The meeting rooms are suitable for hosting, gathering of all kinds, from
political summits to intimate family reunions to corporate meeting & incentive trips. There is
also full range of audiovisual equipment facilities. Choose between several adaptable meeting
and function rooms of varying sizes and décor ranging from five to 800. Conference, theatre and
classroom- style seating arrangements are available.
The Banquet provides the A la carte menu & also theme parties are also available in package
tailor made to suit the wishes of guest & guest delegates. Banquet is not only responsible to serve
the functions held in banquets halls but also for providing facilities of outdoor catering.
Conference & Banquet Facilities
NAME SIZE THEATER CLASSROOM RECEPTION
Ballroom 25.65m*17.15m 450-475 pax 150 pax 800 pax
Ballroom 1 10.9mx17.1m 125 pax 80 pax 100 pax
Ballroom 2 14.6m*17.1m 200 pax 120 pax 200 pax
Cumin 9.65m*7.05m 50 pax 30 pax 38 pax
Coriander 15.39m*5.5 80 pax 30 pax 40 pax
Karaoke 5.97m*7.05m 25 pax 18 pax 20 pax
Lounge 4.07m*3.52m 10 pax
Preparation & setup in the banquet halls is done according to the function Prospective (FP). The Function
Prospectus contains all the information of the function of the day. FP is prepared by the Banquet Manager
consulting with the Host.
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C. Room Service/IRD
This outlet is an integral part of F&B service department. It is also called "In Room Dining
(IRD)". Room service provides the service of food & beverage items in the guest room. Service
is provided 24 hrs. Room service menu is the simplified version of a coffee shop menu & the
priced slightly higher because the service in room needs extra effort, manpower &equipments.
All trolleys & trays after guests use are cleared immediately. In room service, all orders of food
and Beverages are taken from in-house guests through telephone. Besides serving the guests in
room, room service also provides drinking water in all the Executive offices and also provides
toffees to the front desk reception.
D. Executive Dining Room
It is dining room where all the executives of the hotel have their day meal except the lunch. The
executive have their tea & dinner in the EDR. The lunch only they take in their staff cafeteria.
The Room Service is responsible to look after the EDR. One steward is allocated for the EDR.
He does all the required setups & places the food before the meal time. Until the meal finishes
the steward do all the cleaning, refilling of the foods. After the meal time over he finishes the
cleaning & performs his normal duty in the room service.
Briefing
Briefing is a short meeting held between the staffs & the management (head of the outlet). In
briefing they talk about the problem they were facing, sales target they have to achieve, sales of
the previous day.
Unavailable item, dish of the day, new item added in the menu. Beside these major things they
also talk about the other things. According to the briefing the staff prepare for the function if they
have, if not they start to prepare for the normal A la’ Carte service.
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Breakfast Serving Procedure
The outlet receives the list of guest with the room number registered in the hotel with B&B plan
from the front office early in the morning.
• In the guest arrival, the restaurant hostess well come them & ask their room number &
mark in the list.
• The waiter seats them according to their wish & the guest leaves their belongings in the
table so that others couldn’t occupy that table.
• Guest receives the food from the buffet & has that food using the cutleries laid in the
table.
• Waiter belonging to that section serves the tea, coffee according to the guest wish.
• The waiter clears all soiled plates, cutleries & glasses.
• After the guest leaves the waiter clear the table & relay the cover to occupy the other
guest.
The non registered guest can also have breakfast in the GT. For that they have to pay RYM
45++10% service charge+ 13% VAT.
By 10:30 breakfast will be over, a captain or senior captain report the number of guest who had
taken breakfast in the restaurant & receive the breakfast coupon equal to the number of guest
they served (Only in house guest with B&B plan).
Side Station
There are two side stations in the fun café restaurant. The waiters reserve the extra napkin,
cutleries, corkers and other necessary equipment for the restaurant. And they served regular
water for the restaurant so they keep enough water jugs. Micro Machine is also managed there;
on the side board they prepaid the bills immediately after the guest having meal.
Service Procedure
• Restaurant hostess welcome and seat the guest. (If they have any booking the hostess seat
in the reserved table).
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• Waiter serves the water and presents the menu.
• Captain takes the order in KOT and allocates one waiter to serve that table. (KOT is
prepared one copy only).
• The waiter makes an order of the food in the concern kitchen.
• The service person arranged the cover according to the food in the guest table.
• The waiter receives food and beverage from the kitchen/ bar into the sideboard. Check
for any accompaniment and garnish required, after that the food is served to the guest. All
required accompaniment is served (Food served is pre plated).
• After taking food by the guest, the waiter clears the soiled plates and cutleries.
• The waiter serve the another course to the guest. (The same above step is followed for
serve the all courses)
• After the last course (Dessert) the waiter present a bill. The captain or senior captain
receives a payment. No any cashier was allocated in the outlet.
• The service staff removes all the soiled cutleries and crockery from the table, wipe table
with damp duster and relay the table.
Work Assigned
• Opening the bar
• Stocking drinks in the refrigerator
• Preparing Mise-en-place
• Taking order of a guest
• Serving ordered drinks
• Presenting bill
• Closing the bar
Billing System
Computerized billing system is practiced in every outlet of the Philea resort & spa. Bill is
prepared in two copies. It include 10% service charge & 13% VAT in the total amount. In the
buffet parties the numbers of the plates consumed were counted & that number is multiplied by
the rate / plate that is pre fixed (printed in the Function Prospectus).
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At the end of every shift the head captain or senior stewards have to fill up the log book. Log
book is a record of the daily happening. The revenue earned in that particular day, remaining
sales target they have to achieve & problem arise during the work all are recorded in the
logbook. The night shift staff arrive at 11 pm & the evening staff handover the shift.
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Observation & Learning Outcome
The initial days were as difficult as they were till the end of internship period. I never had an
experience of working such under great pressure. I, along with my colleagues, was asked to clean
and wipe arrays of plates and crockery, which seemed an endless task most of the times. In
adherence to the strict policies and polity of the hotel, my superiors couldn’t see me standing
idle; therefore, I had to keep myself busy with any chores I could lay my hands on. Cleaning up
the soiled plates and wiping up the cutleries was the menial job we did in the beginning,
While learning the tricks of surviving in the hotel industry, I grasped the idea of adopting and
accepting the ever-changing environment of the work in the department. I learned to keep
patience and enjoy my work, which in return helped me earn their respect and trust. They, later,
provided me with an opportunity of taking meal orders from the guest, receive reservation of
table and also deal with billings, moreover, I was rewarded with an opportunity of serving the
VIP guests of the resort.
Being involved in the many outlets of the resort and understanding the modus operandi of F&B
overalls, it made me experienced enough in handling any types of customer.
Therefore, my overall experience of working in Philea Resort & Spa, Malaysia as an intern was
rewarded with utmost experiences and gratitude. My colleagues looked up to me when needed
and my superiors recommended me for the hardest of the tasks.
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Analysis
Inter & Intra Departmental Relationships
F&B Department is one of the most important sections of the hotel. The department is fully
responsible for provide quality meal and beverages to the guest whenever and wherever required.
Therefore, it should work along with other department as well as within their sections in order to
operate the described jobs smoothly and effectively. This has also made the functioning of the
organization very smooth. Positive co-operation and co-ordination can be found in between the
intra departmental staffs, as they are willing to lend a helping hand during busy operation hours
and happily exchange their ideas and views with each other.
1. Housekeeping
F&B Department serves meal to the guests in their room, during room service or IRD.
They receive meal orders from the guests direct from their room. F&B must ensure to
serve a quality meal in a respective temperature, time and manner to the guest in their
room.
2. Front Office
All the charges, vouchers receive from the F&B Department for room service, front
office cashier prepare the master bills and presented to the account section. The
payment is directly made to the front office by the guests.
3. Food Production
Guests who dine inside a hotel; in a restaurant or room service, must be looked after by
the F&B Department. Food Production Department prepares meals and beverages for
the orders received by F&B Department. It helps run the F&B smoothly by providing
requested meals at a certain, temperature and manner.
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Guest Complaints
When the guests are not satisfied with the meals offered, they complain. A guest may
complain the F&B Department for different reason. As the only sector which looks
after guest’s dining, F&B must satisfy their wants, therefore, F&B must be conscious
about the complaint made and should handle very promptly.
Guest Satisfaction
Guests are guests. They arrive with many desires for a better service and quality time in
a hotel. A hotel must create the Home away from home environment. F&B Department
must ensure following point to meet the guest expectation.
• Promptly & Personalized -Working in the Hotel industry means coming in the
contact with different kinds of people from different countries and background. In
this job, we must learn to recognize what their expectation and requirement,
meeting their needs to the highest possible standards.
• Cleanliness & Hygiene
• Polite & Courteous Staff
• Privacy and security
• Value for money
Grooming of the Personnel
An acute sense of grooming can be found in the personnel of F&B Department. As this is the one
of places where meals are prepared and served, the staffs must present themselves in order to
create a positive impression on guests.
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Recommendation & Suggestion
Perfection is a vague sense of determining what works best. Even though, we can’t reach the
perfection, we can still strive to make ourselves close to perfect.
Philea Resort & Spa is one of the best and most achieved hotels in greater Malaysia. It has an
availability of most hospitable and hard-working staffs; however, there are few things which I
always found difficult to deal with while doing my internship.
Lack of proper accommodation and lack of awareness of the local culture were the most difficult
things I, along with colleagues, had to deal with during my stay at Malaysia. A sudden culture
shock was felt when we first encountered the ultra-orthodox lifestyle of the country. If the
representatives of the hotel were able to brief us about the culture and everyday lifestyle of
locals, we could have prepared ourselves better in accepting the norms without complaints.
Lack of proper accommodation for the interns was a huge problem during the initial phase.
Being an employee of such a fine establishment, we were neglected of our right to stay in a
desired location. The condition did improve at the latter time, however, I’d highly suggest if the
establishment can look into the matter and help foreign students adopt the Malaysian lifestyle
better.
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Conclusion
Performing as a trainee at Philea Resort & Spa, Malaysia for the duration of 6 months was the
most amazing journey of my brief life. I am very much thankful to the Philea Resort & Spa and
all the staffs for accepting and admiring me as a part of the team. Completing the internship
program was full of new experiences and various challenges.
As a student of Hotel Management, industrial exposure at a foreign location helped me
familiarize to a hotel industry and its modus operandi. Learning in theory and implying the same
theory onto practice comes with greater difficulties. The best thing about the Philea Resort & Spa
is, it’s one of the best hotels in greater Malaysia and its staffs are as hospitable as anyone could
ever be in the entire world. They brought forth positive attitude in me. I am full of confidence
and ability to handle any guest in any environment and situations given.
I would like to thank everyone involved with the program for their kind co-operation. I would
also like to offer immense gratitude to NATHM and its entire faculty for providing me with
greater knowledge on the subject.
