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Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan
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Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka Jabatan Perhotalan Dan Pelancongan

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Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka dari Jabatan Perhotelan Dan Pelancongan (Hotel & Catering) …

Contoh Laporan Akhir Latihan Industri Politeknik Merlimau Melaka dari Jabatan Perhotelan Dan Pelancongan (Hotel & Catering)

Contoh Laporan Akhir Latihan Industri Politeknik Jabatan Perhotelan Dan Pelancongan

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  • 1. 1 CHAPTER 1 Introduction 1.0 Industrial Practical Training In an industrial training is one of most important component for students to be awarded the certificate diploma. In five month, who wants to be getting the certificate diploma, student must go to the industrial training for a few months. In this case for the semester three, the student need learn how to working in real life and practice from the now for the future life student after graduation. The student will be placed a private companies or government agencies to practice them to real-life working environment which is very different from the learning situation in college. Often student will be get problem in their industrial training because some student not focusing on the work. Some student learns faster to try surviving in real life working. In real life working on industrial training, student get lot of encounter by various challenges and problem has been endured before.
  • 2. 2 The important of the condition in polytechnic is, all of the student must pass their industrial training before they are allowed to begin the next semester. Those who fail will have to repeat. In semester three, during on industrial training the student must to complete their final report for this industrial training before come back to polytechnic. Before submit a report industrial training, student need to prepare the slide show to presentation and also start to test for the interview season. While the student start going working on the industrial training, every student has given the task just like a assignment compulsory to be done namely daily report book. All of student have a daily report book. This book is very important for student because this book just like a simple note to remember what the student doing on their work in daily. If student not writing in daily, after finish on industrial training , maybe the student get lack of control to remember back what their doing on working when the student try to start writing full final report for industrial training. The most important key, daily report must writing every day start from first training until the end of their industrial training. For the last , after registration in semester four student must do the final report that has included about all of benefit they got from industrial training. After that final report submitted, the student have to make a presentation about their report and student also have to facing the interview session that is important to student to know the true step to find a job. Those who fail to do all of that will have to repeat the semester.
  • 3. 3 1.1 Industrial Training Objective On the whole its, training objective industry is to built market self for student to seek out training site, beside it also can expose student practice and link course knowledge and field theory has been learned for practical in that firm, and can expose to students about real job situation. As such, in time about five months undergo the industrial training, it is the suitable time for student to gain experience and work skills. 1.1.1 The industrial training objective is : a) To expose to students about the true working situation before graduated follow respective specialization field. b) Inculcate teamwork and good working relationship with fellow workers. c) Student can face challenges, problem, and trouble which arise calmly. It gives experience to students in facing challenging working world and lump sum train student crossing various obstacles to brilliantly successful. This would be vital to produce knowledgeable graduates and capable in doing those tasks given whether in fields or out of field adopted even if. d) Can nurture trustworthy attitude, responsible, and constructed high selfconfidence. The matter very important to ensure work quality well off students in high-level and fulfilling all parties that. e) So that can nurture and educating students to observe and practiced all good safety regulations and work ethic during undergo this industry training with his victory. f) Able to provide opportunity to private organization, statutory body and government to move suitable experience and expertise to students over excellent professional energy formation, glorious and famous.
  • 4. 4 g) In effort to further improve excellence inside field academic, perseverance, positive attitudes and wise needed. Hence, this industry training somewhat can make inside students achieve and obtain excellence is hoped in fields academic. h) As such, the student can clearly seen and real will live interest through this industry training. It can assess student self ability and enable students to adjust with job would go through later. 1.1.2 Importance In Industrial Training a) Will be able to work as teamwork and builds the good relationships. b) To teach a particular person skill of type of behavior through practice and instruction in a real working condition and equipment. c) Expose trainee to the various aspect of industrial practices and ethics. d) Provide trainee with a job experience and how to handle hotel daily task and equipment efficiently. e) To prepare them to enter working life since the job market nowadays demanded f) Competent and skillful employees. g) Developing a sense of responsibility towards society. h) Developing personality & communication skills for future. i) Enabling to execute more informed judgment and accepting responsibility for it. j) Understanding the formal and informal relationships in an industrial organization so as to promote favorable human relations and teamwork. k) Understanding real life situations in industrial organizations and their related l) Environments and accelerating the learning process of how knowledge m) Could be used in a realistic way. n) Learning accepted service line practice in industry
  • 5. 5 CHAPTER 2 Ixora Hotel Background 2.0 Company Overview Officially open by Penang Chief Minister, YB Tuan Lim Guan Eng on 14th December 2011. Owned by Datuk Ng Swee Chin. The Ixora Hotel is a new leading 4-star standard hotel in mainland Penang, conveniently located within five minutes away from the Penang Bridge, and on the doorstep of the town’s largest shopping district, an array of restaurants and night entertainments. Ixora Hotel offer a range of facilities and services, including rejuvenation spa, gymnasium, in-room workout, valet parking and 24-hour concierge service. Our hotel provides a fully serviced business centre and meeting facilities for business travelers.
  • 6. 6 2.1 Company Logo 2.2 Company Address Ixora Hotel 3096 Jalan baru, Bandar Perai Jaya, 13600 Perai, Penang, Malaysia. Telephone: +60 4 3828888 Fax: +06 4 3828800 Website : www.ixorahotel.com 2.2.1 Facilities Offered a) Concierge and Lounge b) Safe Deposit Box c) Business Centre d) Courier Service e) Taxi Service f) Laundry Service g) WIFI h) Elevator i) Gymnasium (7.00 am – 9.00 am) j) Library ( coming soon )
  • 7. 7 k) 24 hours room service l) Free car park 2.2.2 Product And Services Rendered Be inspired by our 326 extra spacious guestrooms with 13 type of room and 11th floor. Designed to make you feel and look fresh throughout your stay with us, our rooms features attached private bathrooms with separate rain forest shower and bathtub, toilet bidet, bathroom amenities and hair dryer. Bedrooms are appointed with pocket spring mattresses, non allergic duvets and pillows, as well as 250 thread-count sheets. Stay connected with Free WIFI Internet access in a stylish work desk and ergonomic chairs. 2.2.3 Information Room Type Room Type Total Room Budget Room 17 Superior King 44 Superior Twin 52 Superior Triple 8 Superior Family 8 Superior Suite 5 Disable Access 1 Deluxe King 91 Deluxe Twin 59 Deluxe Family 12 Executive King 10 2 Bedroom Suite 15
  • 8. 8 4 Bedroom Suite Vip Suite 2.2.4 4 1 Guestroom Facilities a) 24-hour in room dining b) Thermo state air-conditioning system c) Complimentary wired and wireless broadband Internet access d) IDD telephone and voice mail e) Astro channels on 32”-40” LCD TV f) Tea and coffee making facilities g) In-room laptop size safe h) Hairdryer, bathrobe and slippers i) Key card door and elevator access j) Radio alarm clock / iHome iPod docking system k) In-room bar and snacks 2.2.5 Hotel Outlet a) Straits Cafe & Lounge b) Grand Ballroom c) Meeting Rooms d) Press Room e) Lobby Lounge 2.2.6 Straits Cafe And Lounge Located on the grounded floor, our top Nyonya Chefs will tickle your taste buds with the mouth watering South East Asian Cuisine to cater up to 190 persons. Apart from the good food, there is an open terrace for you
  • 9. 9 to enjoy the fresh air and if you prefer listening to music, there is a lounge to cater your needs. The cozy ambience of lounge makes it a nice place to unwind and enjoy its selection of drinks. 2.2.7 Conference And Events Our banquet and meeting rooms are fully equipped with advanced audio visual system, WIFI connectivity and multimedia technology to accommodate every function. For bigger celebrations or events, plan to impress in IXORA’s luxurious Ballroom – one of the largest banquet hall in mainland Penang. Unwind in our delightful dining of South East Asian, international buffets and authentic Chinese cuisine. Lobby lounge provides for guests when they are waiting for check-in and enjoy welcome drink. 2.2.8 Company Mission And Vision Mission “ To ensure guest experience the extraordinary service with genuine value To ensure guest experience the extraordinary service with genuine value “ Vision “ To have dedicated staff to be the leading hotel in the mainland Penang “
  • 10. 10 2.2.9 Company Organization Chart Managing Director Dato’ Ng Swee Chin Director Director Mr. Ng Sze Li Ms. Ng See Ying Hotel Operational Manager Mr Mosses Poon Executive Chef Maintenance Executive Mr Beh Mr Rosli Assistant Director Of Sales F & B Manager Mr Cheng Koy Boon Mr Faishal Assistant Director of Finance Assistant Housekeeper Mr Sunny Chai Mr Wan Khairil Assistant Front Office Manager Chief Security Officer Mr Kenji Wong Mr Zubir Human Resources Manager Mr David Cheng
  • 11. 11 CHAPTER 3 Work Progression 3.0 Department Banquet In Food And Beverages To increase the up selling on the Hotel Business in provide a food and beverage service in accordance with policies and guidelines of the hotel. Responsible for preparing materials and equipment, organizing the function rooms, setting the tables and serving in specific function. Delight our customers by providing them with the highest possible service excellence. 3.0.1 Duties And Responsibilities - Multi skilling a) b) c) d) e) f) g) h) i) j) k) l) m) n) Welcoming and greeting guests. Seating the guest Presenting menu Taking drink orders Serving beverages Taking food orders. Serving plated food Clearing plates & glasses. Changing ashtrays Serving dessert Serving after dinner drinks, coffee or tea. Checking guest satisfaction. Presenting bills Thanking guest upon departure
  • 12. 12 o) Arranging function room and set tables based on details of arrangement for function. p) Obtain requisite supplies, materials and equipment from Stewarding, Housekeeping and other departments. q) Clean and polishes material and equipment such as glassware, chinaware and silverware. r) Inform superior of need for repair of operating equipment, fixtures and furniture in function rooms. s) Sending down used linen to Housekeeping. t) Ensure that all storerooms are kept clean. u) May be assigned to perform duties of Captain when necessary. v) Perform duties common to all rank and file and non-supervisory personnel and other duties as may be assigned. 3.0.2 Customer Relations a) Handles all interactions with a smile, calm and courteous manner. b) Attend guests’ needs, requirements and complaints promptly. c) To check customers’ satisfaction before, during and after each function. d) Ensure that all set-up and service sequence is accorded to the convenience of the guests and is strictly adhered to the Banquet Minimum Quality Standard and Banquet Standard Operating Procedure. e) To demonstrate respect, humility, courtesy and helpfulness through sincerity. f) To achieve customer loyalty through delighting them by providing courteous, friendly and efficient service
  • 13. 13 3.0.3 Training a) To attend all personal development classes assigned or nominated. b) Consistently practice Banquet Guiding Principles, Banquet Minimum Quality Standard and Banquet Standard Operating Procedure to achieve customer delight. 3.0.4 Environment Awareness a) Reduces waste and re-use as much as possible. b) Recycles whenever possible. c) Conserves water and energy. d) Maintain a healthy and clean surrounding. e) Participates in activities relative to the protection of the environment.
  • 14. 14 3.0.5 Banquet – Work Progression In Per Week Week Date 1 17/6/2013 23/6/2013 Activities conducted a) Orientation about what is Ixora meaning and what Ixora Hotel to do. b) Induction program with Mr.David Human Resourses Manager. c) Assigned to our department and introduced who is a respective HOD’s (Head Of Department) d) Introduced about Department Banquet with Manager Mr.Nizam and giving some information about Department Banquet. Example, the name of the item, equipment, guide to arrange, how to setup a function and also the events. e) Meeting with Manager and staff of Banquet Department about the schedule. f) First task from the Banquet Captain , need to setup the event and function for the buffet dinner in the meeting room and ballroom. 2 24/6/2013 a) Setup the meeting room style Class Room layout - the room following the plan from Captain in 30/6/2013 charge. b) Clear the room and start to setup for the Buffet , Tea Break and also standby for function in Ballroom and the Meeting Room. c) Pick up the cutlery, item, equipment then setup for
  • 15. 15 the function tommorow. d) Arrange the chairs with the table, table cloth and so on. Then need to set-up and put in the Meeting Room for standby the next day function. 3 1/7/2013 a) Set-up function above 100 pax in Ballroom, before - that we got the task from Captain Banquet. We 7/7/2013 need to wipe the utensils and also the cutlery before to setup on the table. b) Setup the Dinner Chinese Style for the Dinner Function in Ballroom. c) Arrange the equipment, item, cutlery, plate and so on then follow up the guide from task Banquet Captain to manage the Coffee Break. d) Setup Meeting Room with Style Class Room, need to pick up the oblong table, chairs, ibm, speaker, writing paper, pen, pencil, mineral water and also the sweet candy. Put on the table. e) 1 person got 4 item on the table. First 1 pen, 1 mineral water, 3 candy and 3 of the writing paper. 4 8/7/2013 14/7/2013 a) Task from the Event Order, need to set-up the function style Class Room in Meeting Room, b) Arrange the table, chair, white board and so on then change to style Meeting U Shape. c) Pick up the cutlery, item, equipment then wipe. After finish, need to setup class room, buffet and coffee break for the function tommorow.
  • 16. 16 d) Standby the take care the function for buffet and coffee break, task giving from the captain then need to clearing plate, cutlery after they done to eat. e) Mise-en-place food the utensil, equipment, cutlery for the next day function. f) Have a function for the Food Testing, task giving from the Banquet Captain to take care the guest for the Food Testing then serve food course by course. 5 15/7/2013 a) In the Ballroom, task giving from the Manager - need to setup 300 pax for the Buffet Dinner. 21/7/2013 b) Arrange the table, chair and pick up table cloth and also the chair cover for function Buffet Dinner tommorow. c) Folding napking, wipe the cutlery and also the glasses. d) Pick up Mineral Water from the Storage, 50 box inside have a 24 bottoles. e) In the Meeting Room, the Banquet Captain giving task to put on the table som e of a equipment. Example, a candy, pen, mineral water and also the writting paper. f) Take care for the function, and do some clearing on the Coffee Break. g) Refresh and reset then setup a next day function. 6 22/7/2013 a) Meeting Room, need to set up the Class Room.
  • 17. 17 28/7/2013 Pick up the class room table with a chairs. b) Arrange the Coffee Break then Set up after lunch with following the Event Order for the next days. c) Arrange, organize and counted table cloth. Table top, chairs cover, napkin, and also the buffet cover. d) Wiping the utensil and set up another table setting because we have an event for the next day. e) Arranged table and also the chair then bring into the Ballroom for the next dah function. f) Folding napkin for 500-600 pax function. 7 29/7/2013 4/8/2013 a) In the Meeting Room, task to do for this week from Banquet Captain in Charge. We need to set up from Class Room change to Theatre Style. Only pick up the chairs and the class room table sent into the storage banquet. b) Wiping then setup. g) Mise-en-place food the utensil, equipment, cutlery for the next day function. 8 5/8/2013 a) Wiping all utensil like a plate, glasses, spoon, fork, - knife and so on for the function Food Testing. 11/8/2013 b) Preparation for set up the meeting room , follow up the classroom style. c) Wiping for utesil Coffee Break and ready to standby setup. d) Clearing all of meeting room. Refreshment back
  • 18. 18 then setup a new tasking for the function next day. e) In the ballroom, Chineses Set Style bget ready a utensil with a equipment and also the cutlery for setup function. Before do this task, we need to arrange the table and chair follow up the layout plan from Banquet Manager. f) Preparation welcome drink for the bigger dinner function like a wedding then put on water in to the guest glass. We call it a goblet. g) Time in started live on function, we do like a waiter to serve some food to the guest , do some clearing on table guest, change a new plate and refill the water to guest drinking. 9 12/8/2013 18/8/2013 a) Normally tasking get it in two time in per month, from the Banquet Captain their giving some task for do a little clearing the Linen Room. b) Arrange and separating the old, dirty, torn tablecloth on to the Housekeeping linen to washing. c) For the Coffee Break and also the Buffet Lunch, the task from Manager in charge we need to take care all of guest eating. Doing some clearing plate and refill some food if their buffet food become half empty. d) Function for the meeting, we need to refresh back then top up some mineral water and writting paper to the guest . e) The most important, task giving to setup function
  • 19. 19 for the next day. Always do a classroom style and the theater style in Meeting room. f) Pick some food from the pastry and banquet kitchen for the breakfast morning tea break. g) From the Storage Department in basement hotel, task giving to take some mineral water. Total of box is a 50. Inside per box have a 24 bottles following then take some equipment for the classroom meeting. Example is a pen, writting paper, marker pen and so on. 10 19/8/2013 25/8/2013 a) In Meeting Room, setup function for buffet. Total table is a 10, 10 person per table. Is a 100 pax for setup buffet luch. b) Wiping the cutlery with the utensil also.Then after finish all of task, need to setup and layout the table following the plan from Banquet Captain. Take same table cloth, chair cover, napkin and so on. Organize all of thing. c) After finish the function in Ballroom, the Manager giving a new task to rushing and faster to clearing all of thing in Ballroom then to setup back Style Buffet Dinner for the next day.. 11 26/8/2013 a) Arrange room for the next function above 100 pax. - Task giving to setup this room for the Classroom 1/9/2013 Style. Pick up some table and chairs also with the utensil for the classroom equipment. Example like
  • 20. 20 a pen, writting paper, candy, and the last one is a mineral water per one person only. b) Function on the ballroom, Dome Style need to arrange the table, chair and ofcouse the dome set with the cutlery. c) Cleaning the plate and wiping the glass for function. Preparing the standby equipment for the backup plate and glass for guest in live function. 3.1 Department Kitchen 3.1.1 Introduction The best part of the hotel department is a Kitchen Department. Kitchen is a room or part of room used for cooking and food preparation. In the West, a modern residential kitchen is typically equipped with a stove, a sink with hot and cold running water, a refrigerator and kitchen cabinets arranged according to modular design. Many household have a microwave oven, a dishwasher and other electric appliances. The main function of kitchen is a cooking or preparing food but it may also be used for dining, food storage, entertaining, dishwashing and laundry.
  • 21. 21 3.1.2 History Of Kitchen The houses in Ancient Greece were commonly of the atrium type: the rooms were arranged around a central courtyard for women. In many such homes, a covered but otherwise open patio served as the kitchen. Homes of the wealthy had the kitchen as a separate room, usually next to bathroom (so that both room could be heated by the kitchen fire), both rooms being accessible from the court. In such houses, there was often a separate small storage room in the back of the kitchen used for storing food and kitchen utensils. 3.1.3 Kitchen Type Restaurant and canteen kitchen found in hotels, hospitals, educational and work place facilities, army barracks, and similar establishments are generally (in developed countries) subject to public health laws. They are inspected periodically by public-health officials, and forced to close if they do not meet hygienic requirements mandated by law. 3.1.4 Cooking Cooking or cookery is the art or practice of preparing food for consumption the use of heat. Cooking techniques and ingredients vary widely across the world, reflecting unique environmental, economic, and cultural traditions. Cooks themselves also vary widely in skill and training. Cooking can also occur through chemical reaction without the presence of heat, most notably as in Ceviche, a traditional South American dish where fish is cooked with the acids in lemon or lime juice. Sushi also
  • 22. 22 uses a similar chemical reaction between fish and the acidic content of rice glazed with vinegar. 3.1.5 Kitchen – Work Progression In Per Week Week Date Activities conducted 12 1/9/2013 a) For the first task in kitchen pastry, pastry cook 7/9/2013 chef oii giving some guide to make a bread for the breakfast with following the standard recipe. b) Making a muffin for the breakfast with following Kitchen Pastry the instruction on standard recipe. c) Practice to make a bread without reading the standard recipe. Note, practice mind to remember the standard recipe. d) Pick up pastry food in the storage department. e) Bake the muffin, bread and so on. f) Every day after finish the breakfast, from the chef giving task to clearing the food pastry on the buffet line for the breakfast time finish. g) Making again a food of pastry for the next day function on breakfast buffet. Example, make a waffle, yogurt, bread, muffin and cake counter. 13 8/9/2013 16/9/2013 a) In buffet breakfast, the task from chef pastry need to take care and pick up some food to refill if the food pasty on the buffet breakfast is decrease.
  • 23. 23 b) Take care the buffet line pastry station only. Refill, Pastry Kitchen if decrease the food, pick up from pastry and added more the food for buffet breakfast. c) Making a dough of bread wih following the standard recipes. d) Pick up pastry food and pastry item from the storage department. e) Follow the instruction guidelines “first in first out” if a new item and pastry food already coming in pastry kitchen. Clearing the food pastry on buffet breakfast. f) Making a cake, muffin, waffle, bread, chocolate garnishing, sponge cake and so on. 14 17/9/2013 23/9/2013 a) Every day doing a same task, refill the food pastry from the buffet breakfast. b) After finish the buffet breakfast, need to clearing then making again some food for the next day Pastry Kitchen buffet breakfast. c) Task from chef pastry, need to making a bread, pizza, and also the cookies for the next day function. d) Pick up item pastry from the storage department. e) Arranged the item food of pastry with following the standard procedure “first in first out” f) Practice to learn more in pastry kitchen with following the instruction in standard recipe. Practice work more faster than yesterday. g) Tasking from chef pastry, need to make a sponge
  • 24. 24 for the cake layer. 15 24/9/2013 a) For the first time in cold kitchen, task from the - chef cold kitchen needed to take care the egg 30/9/2013 station counter. Station for ordering the egg, example omellete, fried egg, scrambled egg, sunny Main Kitchen / Cold Kitchen side up and so on. b) From the egg station counter, taking a guest ordering for the egg then need to cook and after done need give to them with a smile. c) Mise-en-place like a fruit, vegetable and so on. Then prepare to standby food for the next day buffet breakfast. d) List down the item, food and so on for the cold kitchen and main kitchen to pick up in storage department. e) Cutting fruit, washing the vegetable, cut and debone chicken or fish for the ala carte menu. f) Preparing early food for the buffet breakfast. 16 1/10/2013 7/10/2013 Main Kitchen / Cold Kitchen a) Station counter. Station for ordering the egg, example omellete, fried egg, scrambled egg, sunny side up and so on. b) Cutting the fruit for the lunch buffet. c) Preparation food for the next day buffet breakfast. d) Stir the egg with seasoning for the egg station counter. e) Cutting, washing clear vegetable and throw out the
  • 25. 25 dirty vegetable. f) Pick up food item for main kitchen and cold kitchen from the storage department. g) Arrange and organize the food, chicken, fish, vegetable in chiller and freezer with following the standard procedure FIFO (First In First Out) 17 8/10/2013 14/10/2013 a) Cutting, washing vegetable and throw out dirty vegetable. b) Cutting the fruit, then plating to the special fruit plate. Main Kitchen / Cold Kitchen c) Mise-en-place for the condiment like a mix vegetable with a mushroom and also the cheese for the Egg Station Counter. d) Washing,clean the hairs chicken, marinate chicken wing then wrap and put in to the freezer. e) In the morning, time in buffet breakfast the tasking from the chef in charge giving to do a runner food to pick food and refill back into the buffet breakfast insert food. f) Check list the food from main kitchen and cold kitchen. List down if the item does not enough to preparation for next day. Then pick up from storage department. 18 15/10/2013 a) For the first day in Banquet Kitchen, tasking from - Chef in charge giving to me to washing and clean 21/10/2013 the chicken for the Buffet Dinner function for 400
  • 26. 26 pax. Banquet b) Washing and clean fish. Kitchen c) Cutting the vegetable for the buffet function 400 pax. d) Make mise-en-place food for staff canteen. e) Cook for staff food. f) Pick up food, item and so on from Storage Department. g) Arrange/organize the food and vegetable in the chiller/freezer 19 22/10/2013 29/10/2013 a) Washing,cleaning the chicken/fish/prawn for the function buffet/wedding 600 pax. b) Washing, cutting vegetable then plating on to the plate. Banquet Kitchen c) Mise-en-place food condiment for the next day function. d) Take care and handling for plating food to serve. e) Check list food items in storage banquet. If does not enough need to ordering more. f) Arrange new items food and put in to the storage banquet. g) Clean up the food items in chiller and freezer. h) In the buffet dinner, look around the buffet line to refill a food. If the food does not enough. 20 30/10/2013 - a) Everyday, need to washing chicken, fish and also cutting the vegetable.
  • 27. 27 1/11/2013 b) Cook for the staff canteen. c) Make a mise-en-place food for the next function. Banquet Kitchen d) Working faster , skill improve.Then countinue to cleaning the chiller and the freezer e) Pick up items food from the Storage Department. f) Arrange the food in chiller and freezer. g) Helping the chef if the time very busy.
  • 28. 28 CHAPTER 4 Technical Report 4.0 Introduction About Ixora Hotel – Banquet Heart of the Ixora Hotel is a one of service in Food & Beverage. Without food and beverage department of a hotel is unable to generate income. A hotel is not just offering accommodation for guest but also offer a food & beverage service. The food & beverage service is not just for the in house guest, but also for outside guest. At Ixora Hotel, we have The Straits Cafe & Lounge located at Ground Floor as our diner restaurant. There are 3 sections at The Straits Cafe & Lounge. Section A and B is for indoor dine and section C is outdoor dine area also for smoking area. There is a lounge with a bar too. All beverages prepared at the bar. There are lounge corner for guest to enjoy beverage and relax also can enjoy live music band every Friday and Saturday night from 9 pm until midnight. People come to dine in our restaurant because we provide good food, good service and good atmosphere. People step in our restaurant because celebrating birthday, anniversary, or memorable occasion. Sometimes they wanting a change in atmosphere and variety and seeking consolation in food. If we give all the expectation, the customer will know they have spent their money and time well (value). If customers are satisfied, they will pass the word around.
  • 29. 29 Conferences And Events - Banquet When we in Ixora Hotel to do some event or Conferences the feeling will be in a good situation because the nestled tranquility can feel, be spoilt with choices of 326 spacious, luxurious guest rooms that will make you feel at home. Or unwind in our delightful dining of South East Asian, international buffets and authentic Chinese cuisine. In a our banquet for the conference and events in the meeting rooms are fully equipped with advanced audio visual system and we have a super speed WIFI connectivity and multimedia technology to accommodate every function. For bigger celebrations or events, plan to impress in IXORA’s luxurious Ballroom – the largest banquet hall in mainland Penang. Package For Conferences And Events Full Day Seminar Package Half Day Seminar Package inclusive of:- inclusive of:- 2 Teabreak 1 Teabreak 1 Lunch 1 Lunch Usage of One functionroom with Usage of One functionroom with standard Meeting facilities standard Meeting facilities (Minimum of 25 persons) (Minimum of 25 persons)
  • 30. 30 Conference Rooms Information Room Area Theatre Class U Round Standing (Sq.M) W/O Room Shape Table Cocktail (Stage) (Pax) (Pax) (Pax) (Pax) (Pax) Press 68 60 (30) 30 20 30 50 118 130 (80) 65 40 70 (40) 150 118 130 (80) 65 40 70 (40) 150 118 130 (80) 65 40 70 (40) 150 118 130 (80) 65 40 70 (40) 150 229 250 (200) 120 60 120 350 Room Meeting Room 1 Meeting Room 2 Meeting Room 3 Meeting Room 4 Meeting Room 5 (100) Ballroom 1024 Pre- 737 Function Area 1200 320 800 1600
  • 31. 31 Seminar Package Inclusions a) b) c) d) e) f) g) h) Flipchart & White Board With Marker Writing Materials (Pen) Bottle Drinking Water Free Wireless High Speed Internet Access 50% Off One Lcd Projector With Minimum 40 Persons Dvd Player Pa System With Microphone Portable Screen Meeting Room Package Inclusions a) b) c) d) e) f) g) Flipchart & White Board with marker Writing Materials (pen) Bottle drinking water Free wireless high speed internet access DVD Player PA system with microphone Portable screen
  • 32. 32 4.1 Job Description 4.1.1 Banquet Manager The Banquet Manager is responsible for the operation, management and overall performance of the outlet operations. As such the Banquet Manager will be directly involved in the day to day running of these areas in connection with staffing, customer services and product quality. Delegation of duties and responsibilities to his assistants is necessary to ensure the proper functioning of all phases of F&B service in the areas under the Service Manager control. The Banquet Manager is to implement all standardized procedures, rules and regulations systematically to be in line with hotel standards and policies. It should be noted that Banquet Manager can be designated in charge of any area at any time and therefore must have a full and comprehensive working knowledge of all areas within the Food and Beverage Division. 4.1.2 Banquet Floor Manager To deputize the Banquet Manager in his/her absence. Assisting the Outlet Manager to manage all aspects of the section he is in-charge of, ensuring smooth day-to-day operation in accordance with the policies and guidelines of the hotel. To develop and maintain the highest standard of quality relating to food and beverage service, presentation and providing guests with the highest possible service excellence
  • 33. 33 4.1.3 Assistant Banquet Floor Manager Assist the Banquet Floor Manager / Assistant Banquet Floor Manager in managing the section in accordance with the policies and guidelines of the hotel. Ensuring smooth operations of the sections appointed in the F&B division. He / she will maximize profits, maintain food / beverage / service quality and ensure customer satisfaction. 4.1.4 Banquet Captain Assist the Banquet Floor Manager and Assistant Banquet Floor Manager in managing the section in accordance with the policies and guidelines of the hotel. Constantly strive to give friendly, courteous and efficient service to our customers. 4.1.5 Banquet Waiter / Waitress To up sell and provide food and beverage service in accordance with policies and guidelines of the hotel. Responsible for preparing materials and equipment, organizing the function rooms, setting the tables and serving in specific function. Delight our customers by providing them with the highest possible service excellence.
  • 34. 34 4.2 Interview For Banquet – Question And Answer 4.2.1 Waiter / Waitress Position ( Banquet ) 1. How to greet the guest ? __________________________________________________________ 2. What is “ Classroom style ” means to you ? __________________________________________________________ 3. Please write down 4 examples of “ HOT BEVERAGE ” you know well ? __________________________________________________________ 4. What will you do if you sick and cannot come to work ? __________________________________________________________ 5. Can you work if there is Public Holiday like Hari Paya Puasa ? __________________________________________________________ 6. Today you are working but it is heavy raining, you think you should come to work on time or wait until the raining is stop ? __________________________________________________________ 7. “ Kenduri ” is important or “ Kerja ” is important ? __________________________________________________________
  • 35. 35 4.2.2 Captain Position ( Banquet ) 1. How to greet the guest ? __________________________________________________________ 2. What is “ Theatre Style ” means to you ? __________________________________________________________ 3. Please name 5 things need to set up of “ Coffee Break ” ? __________________________________________________________ 4. What will you do if you sick and cannot come to work ? __________________________________________________________ 5. Can you work if there is Public Holiday like Hari Paya Puasa ? __________________________________________________________ 6. What is the standard size for a round table for 10 persons ? __________________________________________________________ 7. What will you be doing if the guest tell you that there is a hair inside the “ Mee Goreng ” ? __________________________________________________________ 8. If you are handle of one function of 20 pax, what will you doing if you know that guest will go for lunch at 12.30pm ? __________________________________________________________
  • 36. 36 4.2.3 Supervisor / Manager Position ( Banquet ) 1. How to greet the guest ? __________________________________________________________ 2. What is “ BRIEFING / COMMUNICATION BOOK ” means to you ? __________________________________________________________ 3. Why the Event Order is important ? __________________________________________________________ 4. From your experience, every function who is the most important person you think must handle well ? __________________________________________________________ 5. If your staff did not call or inform and did not turn up to work, what will you do ? __________________________________________________________ 6. If 2 person doing the set-up for 30 pax classroom, how long do you take to finish the job ? __________________________________________________________ 7. What will you be doing if the guest tell you that there is a hair inside the “ Mee Goreng ” ? __________________________________________________________ 8. Please give 2 example to provide extra ordinary service to the guest ? i. ____________________________________________________ ii. ____________________________________________________
  • 37. 37 9. Please give me one good reason why the company must hiring you ? __________________________________________________________
  • 38. 38 4.3 Banquet - Standard Operating Procedure (SOP) 4.3.1 Step 1 Banquet Set Up Meeting And Seminar Standard Operating Procedure (SOP) Understand Explain Reading and understanding the event order Why : make sure not mistake 2 Arrange reception desk ( oblong table). Table 3 Reception Why : standard f&b procedure Table Cloth Place the table cloth and skirting. Why : standard f&b procedure 4 Signage Set up the phone and signage for the reception desk. Why : standard f&b procedure 5 Actual Guest Read the event order thoroughly, check on important information and actual participants to set up and miseen-plus preparation.
  • 39. 39 Why : standard f&b procedure 6 Head Table Set up the table cloth and skirting for head table at the right hand side or as per guest request. Why : standard f&b procedure 7 Chairs Arrange chairs based on the actual number of participants as stated in the event order. Normally 8 to 10 chairs per roll, and 2 feets away from each roll. Why : standard f&b procedure 8 Screen Screen / lcd projector (if required) mounted on the center of the meeting room. Why : standard f&b procedure 9 White board White board and flip chart (if required), mounted on the left hand side ( stand at entrance door, facing inside the room ) of the room. For each white board 3 types of color markers provided. ( blue, black and red ) Why : standard f&b procedure 10 Memo pad Two pages of memo pad for participant. Why : standard f&b procedure
  • 40. 40 11 Pencil One pencil for each participant. Why : standard f&b procedure 12 One bottle of drinking water for each participant. water 13 Drinking Why : standard f&b procedure Stage Stage (if necessary) to fix skirting and set on the centre of the room. Check the require size ! Why : standard f&b procedure
  • 41. 41 4.3.2 Study Banquet Event Order Standard Step Operating Explain Procedure (SOP) 1 Set Up Set up: theatre, classroom, u-shape or others. Why : standard f&b procedure 2 Technical Technical requirements: clip mike, standing microphone, wireless, lcd projector. Why : standard f&b procedure 3 Others Other requirements: reception table, stage, podium, white board, flipchart, screen Why : standard f&b procedure 4 Special Special requirements: vip guest, red carpet Why : standard f&b procedure 5 Meal Meal requirements: breakfast, morning coffee break, lunch, afternoon coffee break, dinner, evening coffee
  • 42. 42 break, and supper. Why : standard f&b procedure 6 Beverage Beverage requirements: beer, soft drinks, cordial Why : standard f&b procedure 7 Housekeeping House keeping: cleanliness and beauty of the area, check the toilet, surrounding cleanliness, hygiene conditions and meeting rooms, foyer, etc.. Why : standard f&b procedure 8 Engineering Engineering: check all the sound system and meeting equipment, lighting, mike, stage before the event start. Why : standard f&b procedure 9 Decoration Decoration: make sure the backdrop was installed the day before, the necessary decorations, special requests from guests, led signage / direction / event signage Why : standard f&b procedure 10 Accounting Accounting: check billing, to stated clearly number of pax, breakdown and other relevant charges. Why : standard f&b procedure
  • 43. 43 11 Landscape Landscape: check any plant require during the function. ( if request ) Why : standard f&b procedure 12 Security Security: ensure parking area well-organized and tidy. To ensure the safety of the participants. Why : standard f&b procedure 13 Front Office Front office: check on billing. The number of pax and type of room, the name of the vip guest, fruit basket, schedule, etc.. Why : standard f&b procedure 14 Out Sider Out sider : any arrangement involved not within hotel’s department / staff. Why : standard f&b procedure
  • 44. 44 4.3.3 Banquet Log In Book Standard Step Operating Explain Procedure (SOP) 1 Write the Banquet manager, floor manager, captain, staff to comment write log book on every shift after event is finished, make sure write full info received from the function in log book,, including name of event, name of organizer, billing, positive and negative feed back and person incharge. Why : standard f&b procedure 2 Revenue Revenue banquet of each function. Why : standard f&b procedure 3 Staff who perform to care of the function. charge 4 Staff in Why : standard f&b procedure Timing of Log in time for every session, ie: when start, coffee event break, lunch, ending of each function. Why : standard f&b procedure
  • 45. 45 5 Billing Bill settlement. The assigned person in charge of the function to open the bill. For meeting event, bill have to be settled during their last tea break session. Why : standard f&b procedure 6 Feedback Any comment( s ) from guest, compliment or from guest complaint must record. Why : to follow up the necessary action later. 7 Check list Attached with the check list. Why : standard f&b procedure
  • 46. 46 4.3.4 Handling The Function Standard Step Operating Explain Procedure (SOP) 1 Stand By Stand-by in the meeting room ½ hour before the event took place with the event order. Why : standard f&b procedure 2 Check Do your checking follow event order. Check through all in details. Why : standard f&b procedure 3 Greet Greet and welcome guests. Standby at foyer wait for the first guest. ( organiser ) Introduce yourself as person in charge of the function. Why : standard f&b procedure 4 Reconfirm Confirm the number of participants for meal arrangement. Inform the guest location for lunch / dinner took place ( if any). Why : standard f&b procedure
  • 47. 47 5 Assist Assisting the guests if there is a last minute changes (if any). Why : standard f&b procedure 6 Communication Standby in the room until meeting start, take about 10 minutes in the room or standby outside the meeting room to ensure everything go smooth then leave the meeting room. Inform the guest how to locate banquet staff if assistance needed. Why : standard f&b procedure 7 Standby Coffee Coffee break to be ready, if any, 20 minute before the Break actual time. Stand by to serve the guest. Why : standard f&b procedure 8 Refreshment Stand-by at foyer before the scheduled lunch area, to direct guests to the meal area. For security reason to lock the meeting room after refresh the meeting room. Why : standard f&b procedure 9 Standby Billing Stand-by the billing on the afternoon coffee break or 30 minute before the function end. Why : standard f&b procedure
  • 48. 48 10 Thank The Stand-by 30 minute before the event end and to thank Guest the guests Why : standard f&b procedure 11 Belonging Assist the last guest for their belonging(s), then check for any loss and found items. Why : standard f&b procedure 12 Lock The Lock the meeting room area after the guests left the Room room. Why : standard f&b procedure
  • 49. 49 4.3.5 Clearing Plates From A Table (Buffet) Standard Step Operating Explain Procedure (SOP) 1 Flexibility Clearing plates from a table (buffet) requires flexibility, to use tray or without. For soiled plate to use hand to carry, for glassware to use tray. Why : standard procedure 2 Tray Pick up clean tray from Back-of-the-House area. Why : The tray will be used for stacking plates, scraps and cutlery 3 Approach Approach the guest on the right hand side saying, “Excuse me sir/Madam may I take your plate?” Why : For politeness. To ensure the guest has finished 4 Position After agreed by the guest move your right foot in Yourself alongside the guest’s chair. Why : To allow yourself to get closer to the table to pick up the plates
  • 50. 50 5 Grab Pick up the plate with your right hand. (Grab the rim of the plate using thumb and lift gently with the rest of the fingers supporting the bottom part). Why : For hygiene and safety 6 Body Step slightly backward from the table and transfer the Movement plate onto the tray in your left hand. Why : To allocate enough space for body movement 7 Apply 3’S Place the plate in the center of the tray with the cutlery on the right hand side. Apply 3s (separate, scrape and stack). Why : For stability 8 Next Guest Proceeding clockwise to the next guest and on their right hand side, with your right hand pick up their plate. Why : Standard F&B Procedure 9 Stack Properly Place the plate with your right hand onto the tray carefully placing it on top of the existing plate. (Use 3s) Follow the same procedure as in Step # 7. Why : To stack in an organized pile
  • 51. 51 10 Never Over Continue this clearing as many plates as you feel Stack comfortable with. (Do not over stack) Why : For safety 11 To Clearing Once you have finished clearing the table take the tray Point in both hands and proceed to the nearest work station for separation of cutlery, plates and scraps. Why : Preparing for washing 12 Be Gentle Clear plates, cutlery and scraps without any noise. Why : In order not to disturb the guests
  • 52. 52 4.3.6 Carrying Soiled Chinaware Standard Step Operating Explain Procedure (SOP) 1 Clearing Clearing tables in a banquet is the same service standard as a-la-carte. The difference is the plate and utensils are accumulated in a big tray or a station before buss to the washing area. Why : standard f&b procedure 2 Place Place all large plates in the centre of the tray. Why : for stability and balance 3 Stack To The Stack all plates and dishes according to their size. Do Size not mix different sizes. E.g. Do not stack big plates on top of small plates. Why : for safety when carrying 4 Cutlery Place all used cutlery on the right hand side of the tray. Why : for uniformity
  • 53. 53 5 Balancing The Carry the tray with your left hand and rest the tray on Tray your left arm, use your left hand to balance the tray. (For carry the big clearing tray) Why : For stability 6 Spread your Place your left palm underneath the centre of the tray finger and spread your fingers evenly. (for small tray or round tray) Why : for safety and balance the tray 7 The other hand Place your right hand at the front of the tray and hold hold the tray the rim. (for big tray) rim Why : for safety and maintaining the balance of the tray 8 Stand up Slowly begin to stand up keeping your back straight. Make any minor adjustments with your hand or tray positioning that may be necessary. Why : to ensure you are confident with the tray 9 To claering point Proceed to the washing area for segregation of utensils. Why : for washing
  • 54. 54 4.3.7 Banquet Meeting Checklist Name Of Event: ______________________________________________________ Venue: ______________ Date :___________________ Time :______________ Yes / No 1 Seating arrangement is set-up accordingly to event order? 2 Backdrop and banners are a put-up accordingly to event order? 3 Directional signage is a put-up? 4 Event room is tidy and clean? 5 Reception table if any is clean and neat with no torn tablecloth? 6 Skirting / and the colour for Reception table ? 7 Any blown bulbs or lighting in the event room? 8 Seating arrangement is neat with no torn tablecloth and stained chairs ? 9 Goblets / Hi-ball glasses are clean? 10 Writing pads are neatly arranged with workable pencils? 11 Mint sweets are provided? 12 Plants are provided for the stage ? 13 Whiteboard and flip charts are provided with clean and workable markers? markers? 14 All AV equipment provided are clean and workable? 15 Screen provided is clean ? Name Prepared by Checked by Approved by Position Date Signature
  • 55. 55 4.3.8 Coffee Break Checklist Yes / No 1 Coffee break around the area is Clean and Tidy? 2 Table arrangement is neat with no torn tablecloth / Skirting? 3 Center piece for coffee break table? 4 All Cutleries or Chinaware provided are clean? 5 Cocktail Serviette are provided? 6 Name tags are provided for snacks? 7 Sugar / Creamer / Stirrer / Wastage basket ? 8 Coffee / Tea and snacks are ready at least 20 minutes before schedule ? Checked By: ___________________________ Function : ____________________________ Venue : ___________________________ Date : ___________________________ Time : ___________________________ All events must be checked using a checklist at least half an hour before the event start. Name Prepared by Checked by Approved by Position Date Signature
  • 56. 56 4.3.9 Changing Plates (Chinese Service) Standard Step Operating Explain Procedure (SOP) 1 Standard To provide a consistent quality of a-la-carte service. procedure Plates need to be constantly monitored and changed whenever deemed necessary. Prepare extra plates at your station or pantry area. (do not use chipped or cracked plates) Why :to change used plate 2 Count Count the number of guests at the table. Why : to change and standby plates 3 Prepare Prepare your clean plates on tray evenly. Why : service convenience 4 Approach Approach guest from right side and left hand carry tray, slightly bend body when doing clearing and say e.g. “Excuse me sir/madam” before step close to their table. Why : Standard F&B procedure
  • 57. 57 5 Remove Grip firmly of the plate and remove from table. Why : For safety
  • 58. 58 4.3.10 Linen Control At Banquet Standard Step Operating Explain Procedure (Sop) 1 Soiled Linen All soiled linen to be counted by F&B staff and bundled in 10 pieces on each bundled 2 Count By F&B Record in linen log book after counted. Staff 3 Send To Level Used the linen trolley sent to housekeeping. 3 Housekeeping 4 Counted By To have second count by linen staff. Linen Staff 5 Send To Supplier All soiled linen to be collected by laundry supplier.
  • 59. 59 6 After received from linen vender, housekeeping staff Supplier will send to banquet department. Clean Linen A copy of invoice will be attached with linen trolley Received From 7 Received From which is a photocopy from housekeeping. Housekeeping With Invoice 8 Count By F & Banquet staff will count the linen and to make sure it B Staff is tally with the invoice, if there were any differences will inform housekeeping immediately or within 24 hours.
  • 60. 60 4.4 Introduction About Ixora Hotel – Kitchen In Ixora Hotel have four (4) kitchen department. Four of the Ixora Hotel kitchen is a Asian Kitchen, Cold Kitchen, Pastry Kitchen and Banquet Kitchen. Four of this kitchen can make a food but every department can produces a different food preparation. Cold Kitchen in Ixora Hotel is a fresh area where usually prepare the salads and plates that no required hot to be prepared. For the Pastry Kitchen, the pastry iis the given to various kinds of baked products made from ingredient such as flour, sugar, milk, butter, shortening, baking and/or egg. Small tart and other sweet baked products are called “Pastries”. Pastry may also refer to the dough from which such baked products are made. Pastry dough is rolled out thinly and used as a base for baked products. Common pastry dishes include pies, tarts, quiches and pasties. In the Asian Kitchen on Ixora Hotel, they product food focusing in Peranakan Food, Baba Nyonya, Malay Cuisine, sometime they can preparation Western Food. For the Banquet Kitchen, they are focusing in event or function activity for preparation food on buffet, wedding, coffee tea break, and so on. Banquet Kitchen is a busy kitchen in Ixora Hotel, they work very quickly based on time to finish and target to done their work in cook for the event.
  • 61. 61 4.5 Kitchen In Ixora Hotel - Standard Operating Producers Purchasing, Handling & Storage Of Food All commodities must be procured from reputable and approved suppliers. Commodities must be received, inspected and stored in line with each commodity’s requirements for better quality and preservation To ensure that the hotel/ lodge receives and uses the best quality of commodities at a fair price. To also ensure that hygienic requirements of the commodities are met. 4.6 Food Storage 4.6.1 Meat Most important as takes a major share of total expenditure on food. a) Fresh meat must be hung to allow it to become tender. b) Ideal storage temperature for fresh meat (-1 degree Celsius relative humidity of 90%). c) Safe storage times, under hygienic conditions: - Beef up to 3 weeks - Veal up to 1-3 weeks - Lamb up to 10 – 15 days d) Meat should be suspended on hooks
  • 62. 62 4.6.2 Lamb and Mutton a) Lamb is under one year, after one year it is termed mutton b) The carcass should be compact and evenly fleshed c) Flesh should be firm and of a pleasing dull red color d) Bones should be porous in young animals 4.6.3 Tongue a) Tongues must be fresh b) They should not have an excessive amount of waste at the root-end. c) They must smell pleasant. d) Ox tongues may be used fresh or salted. e) Sheep’s tongues are used unsalted. 4.6.3 Chicken a) The breast of the bird should be plump. b) The vent-end of the breast-bone must be pliable. c) The flesh should be firm. d) The skin ought to be white and unbroken, with a faint bluish tinge. e) The legs should be smooth, with small scales and small spurs. f) Old birds have large scales and large spurs on the legs. 4.6.4 Fish Types or varieties: Oily fish - these are round in shape (e.g. herring, mackerel, salmon) White fish - Round (e.g. cod, whiting, hake). Flat (e.g. plaice, sole, turbot). Shellfish - Crustacean (e.g. lobster, crabs). Mollusk (e.g. oysters, mussels). Storage a) Fresh fish are stored in a fish-box containing ice, in a separate refrigerator or part of a refrigerator used only for fish.
  • 63. 63 b) The temperature must be maintained just above freezing-point. c) Frozen fish must be stored in a deep-freeze cabinet or compartment. d) Smoked fish must be stored in a refrigerator. 4.6.5 Green vegetables a) They must absolutely fresh. b) The leaves must be bright in color, crisp and not wilted. c) Cabbage and Brussels sprouts should have tightly growing leaves and be compact. d) Cauliflowers should have closely grown flowers and firm, white head; not too much stalk or too many outer leaves. e) Peas and beans should be crisp and of medium size. Pea-pods should be full, beans not stringy. f) Blanched stems must be firm, white, crisp and free from soil. Storage a) Root vegetables should be emptied from sacks and stored in bins or racks. b) Salad vegetables can be left in their containers and stored in a cool place. 4.6.6 Milk a) Fresh milk should be kept in the container in which it is delivered. b) Milk must be stored in the refrigerator. Uses of milk: - Soups and sauces; - Cooking of fish, vegetables and gnocchi; - Making of puddings, cakes, sweet dishes; - Cold drinks- milk, shakes, malts; - Hot drinks- tea, coffee, cocoa, chocolate.
  • 64. 64 4.7 First Aid Application & Requirements in Kitchens It is essential that people working in the kitchen and restaurant areas are capable of using the tools and equipment in a manner which will neither harm themselves nor those with whom they work. To prevent accidents, incidents and subsequent injuries resulting from improper use and handling of utensils and equipment and maintenance of work areas First Aid As the term implies this is the immediate treatment on the spot to a person who has been injured or is ill. Since 1982 it has been a legal requirement that adequate first aid equipment, facilities and personnel to give first aid are provided at work. If the injury is serious the injured person should be treated by a doctor or nurse as soon as possible. 4.7.1 Shock The signs of shock are faintness, sickness, clammy skin and a pale face. Shock should be treated by keeping the person comfortable, lying down and warm. Cover the person with a blanket or clothing, but do not apply hot water bottles. 4.7.2 Fainting Fainting may occur after a long period of standing in a hot, badly ventilated kitchen. The signs of an impending faint are whiteness, giddiness and sweating.
  • 65. 65 A faint should be treated by raising the legs slightly above the level of the head and, when the person recovers consciousness, putting the person in the fresh air for a while and making sure that the person has not incurred any injury in fainting. 4.7.3 Cuts All cuts should be covered immediately with a waterproof dressing, after the skin round the cut has been washed. When there is considerable bleeding it should be stopped as soon as possible. Bleeding may be controlled by direct pressure, by bandaging firmly on the cut. It may be possible to stop bleeding from a cut artery by pressing the artery with the thumb against the underlying bone; such pressure may be applied while a dressing or bandage is being prepared for application but not for longer than 15 minutes. 4.7.4 Nose Bleeds Sit the person down with head forward, and loosen clothing round the neck and chest. Ask them to breathe through the mouth and to pinch the soft part of the nose. After ten minutes release the pressure. Warn the person not to blow the nose for several hours. If the bleeding has not stopped then, or recurs in 30 minutes, obtain medical assistance. 4.7.5 Fractures A person suffering from a broken bone should not be moved until the injured part has been secured so that it cannot move. Medical assistance should be obtained.
  • 66. 66 4.7.6 Burns and Scalds Place the injured part gently under slowly running cold water or immerse in cool water, keeping it there for at least 10 minutes or until the pain ceases. If serious, the burn or scald should be covered with a clean cloth or dressing (preferably sterile) and the person sent immediately to hospital. Do not use adhesive dressings, apply lotions or ointments or break blisters. 4.7.7 Electric Shock Switch off the current. If this is not possible, free the person by using a dry insulating material such as cloth, wood or rubber, taking care not to use the bare hands otherwise the electric shock may be transmitted. If breathing has stopped, give artificial respiration and send for a doctor. Treat any burns as above. 4.7.8 Gassing Do not let the gassed person walk, but carry them into the fresh air. If breathing has stopped apply artificial respiration and send for a doctor. First Aid Equipment a) First aid boxes must be easily identifiable and accessible in the work area. They should be in the charge of a responsible person, checked regularly and refilled when necessary. b) All establishments must have first aid equipment and employees qualified in first aid.
  • 67. 67 c) Large establishments usually have medical staff such as a nurse and a first aid room. d) The room should include a bed or couch, blankets, chairs, a table, sink with hot and cold water, towels, tissues and a first aid box. Hooks for clothing and a mirror should be provided. e) Small establishments should have members of staff trained in first aid and in possession of a certificate. f) After a period of three years trained first aid staff must update their training to remain certified. g) All catering workers are recommended to attend a first aid course run by the St John Ambulance, Mars or Red cross Society. A first aid box, as a minimum, should contain: a) A card giving general first aid guidance b) 20 x Individually wrapped, sterile, adhesive, waterproof dressings of various sizes c) 4 x 25g (1oz) cotton wool packs d) 12 x Safety pins e) 2 x Triangular bandages f) 2 x Sterile eye pads, with attachment g) 4 x Medium sterile un-medicated dressings h) 2 x Large sterile un-medicated dressings i) 2 x Extra large un-medicated dressings j) Tweezers k) Scissors And a report book to record all injuries.
  • 68. 68 4.8 Maintaining Kitchen Orderliness New tenants and employees must: a) Review this procedure. b) Sign off on the new tenant/employee training checklist. When working in the kitchen, tenants and employees must: Generally: a) Wipe all spills immediately and thoroughly - Do not use that towel again for prep. b) Sweep floors frequently and always before and after each “rush” period. In the dish area: a) Keep the floor dry near the dish area. b) Let all items air dry before putting away. c) Avoid putting large amounts of starchy foods into the drains: rice, cereals. d) Avoid putting fats into the drains: shortenings, icings, oils, butters. In the prep areas: a) Use Cutting Boards b) Wash, rinse, and sanitize any board and knives used for cutting raw meats c) Keep the items on work tables organized - Do not crowd the tabletop. d) Keep all knives visible: Do not cover knives with food, towels, etc. e) Wipe up spills right away. When using small appliances: a) Pay close attention whenever using equipment with moving parts. b) Use appliances according to their instructional manuals. c) Do not overload blenders, food processors, mixers, fryers. d) Do not leave mixing/chopping appliances running un-attended.
  • 69. 69 e) Unplug electrical appliances before cleaning, assembling or disassembling. f) Wipe clean after each use. g) Store attachments (lids, blades, hooks, paddles, whip, etc.) in their right place. When using large heating appliances: ovens, ranges, broilers, etc.: a) Wipe up all spills immediately. b) Monitor temperatures on a set schedule: once per rental period. Enter readings in the log. When using cooling appliances: a) Wipe up all spills immediately. b) Keep door handles, door seals, floors and shelves clean. c) Vacuum and de-grease cooling coils / fan area weekly. d) Do not block air-exchange passages with food. e) Monitor temperatures once each rental period. Record temperatures in a log. 7 f) Wrap, label and date all items. g) Store items in their designated spots. h) Empty and clean refrigerators at the end of each rental period. 4.8.1 Storage Guidelines: a) Store knives so they are visible and will not fall or be covered. b) Before opening a new food container, be sure the old one is used up - not “lost”. c) Avoid stacking items to the point they become unstable. d) Thaw foods in the refrigerators as much as possible. e) Raw meats should be stored at the bottom of the fridges, covered. f) Dairy products and raw meats should be held in the coldest (usually the bottom) part of the fridge.
  • 70. 70 g) Fish and Poultry should be in plastic bags, covered in ice, packed in perforated pans that drip into a deeper catch-pan. h) Produce should be kept cold but out of danger of freezing. i) Store ordinary onions and potatoes in a cool, dry, dark pantry. j) Unused and/or surplus ingredients which are brought into the kitchen for food preparation shall not be removed from the kitchen and stored offsite for later use. All ingredients used in on-site preparation must be stored on-site in a locked cabinet when not in use. 4.8.2 General Safety Guidelines: a) Keep food temperatures below 40 (5C) and above 140 (60C). b) Understand and apply the principles of safe, sanitary food handling. c) Do not work when you have a cold. d) Keep your hands CLEAN at all times. e) In emergencies, quick-thaw frozen food under cool (70°F) running water, with the food held in a f) vessel in the sink, not just in the sink. g) NO RUNNING. h) Carry knives point down at your side. i) Do not point or gesture with knives. j) Let falling knives fall. k) Keep all knives sharp. l) Never leave a knife in a sink or in a drawer. m) Wipe up all spills immediately and thoroughly. n) Do not store food on the floor. o) Keep aisles open. p) Store cleaning supplies and chemicals in a separate location - away from food. q) Do not block your sight when you walk with an item.
  • 71. 71 r) Clean pocket thermometers with alcohol swabs between uses. s) Wear gloves if you have cuts on your hands. t) Taste foods with utensils - no fingers or “double-dipping”. u) All renters should know basic first aid for cuts and burns. v) Check First Aid Kit daily to be sure its contents are adequate; report needed items in the daily log. w) All renters should know how to dial emergency phone numbers. 4.8.3 Fire Safety: a) All renters should know how to locate and use the portable fire extinguishers, and understand the limitations there fire extinguishers. b) All renters should know how to safely evacuate the building. c) Extinguish very small flame-ups with salt or baking soda. d) Do not use water on a grease fire, as it will just make it worse. e) Do NOT “clean” grills or broilers by setting the heat to MAX to burn food off. 4.9 Closing the Kitchen New tenants and employees must: a) Review this procedure. b) Sign off on the new tenant/employee training checklist. When closing the kitchen, tenants and employees must: - As time permits, begin closing the kitchen during the last hour of a rental period. Soiled bowls, tools, boards, pans, etc. that is least likely to be needed again
  • 72. 72 should be sent to the dishwashing area for cleaning. This reduces an overload in the washing station. - Before general cleaning tasks commence, all food should be repacked as necessary. Hot foods should be stored in shallow, wide containers. This speeds up the cooling process. - All food should be labeled, dated and sealed. Leftovers should be dated in a way that states when they were first prepped… not just when they were last put away. - As soon as the food preparation is complete, shut off and wipe down all heating equipment (allow time for equipment to cool down). - Wash, rinse and sanitize the hand tools: knives, special cutters. - Unplug, wash, rinse, and sanitize small appliances. - Wash, rinse, and sanitize kitchen fixtures: tables, shelving, cabinets. - Lock up special tools and cooking alcohols. - Write any notes for the next tenant or Market Manager in the daily log. - Update inventory sheets. - Make final checks of the coolers and freezers. Write temps on log sheets. - Lock all cabinets and coolers. Put the keys in their storage place (no pockets!). - Re-check that all ovens, ranges, grills, etc. are shut off. - Put soiled towels in the proper hampers. - Complete putting away all items after washing and allowing air-drying. - Wash down walls and shelving all around and under washing area. - Check and refill chemicals as necessary. - Wash and dry slides. - Store cleaning tools: scrapers, squeegees. - Collect all trash receptacles. Empty, wash, leave to air dry. Re-line when dry. - Gather the floor mats, clean and hang to dry. - Sweep and wash floors. - Double-check that no perishable foods have been left out.
  • 73. 73 - Check all refrigeration equipment to be sure that it is on and working and locked. - Re-check any cabinets that should be locked. - Re-checked all heating equipment to be certain all units are off. - Monitor the general cleanliness and orderliness. - Determine that everyone else has left. - Shut off the fans and the lights. - Lock interior doors as needed. - Activate the alarm system (if applicable). - Document departure time in daily log. - Exit, checking that the exterior door is secure.
  • 74. 74 CHAPTER 5 Conclusion 5.0 Conclusion about Ixora Hotel For the real in the hotel industry, discipline is more important and the attitude key point to success in real working. Keep in mind, to be a optimum quality worker must be focused on the job, do the best for the best result to the guest or humanity. The part and the best key point is a teamwork, because work in team we can serve the best quality. For the best quality service, the guest can respectful to Ixora Hotel for the service. Behavior and manners should be taken care. If the guest emotional on their communication for the service of Ixora Hotel, we must to take care and quickly to solve the problem and one of the most important aspects that influence customer satisfaction. Quality is a force that can encourage customers to choose Ixora Hote, Penang. In my working on industrial training at Ixora Hotel, I totally feel satisfied with the treat from all staff because all of the staff very dedication in their work with spirit teamwork. All the staff in Ixora Hotel very care to their job. If we do not know how to do some task giving, they can teach a lot to me in all my assigned to finish the task.
  • 75. 75 CHAPTER 6 Comment And Suggestions 6.0 Comment And Suggestions For Ixora Hotel For Ixora Hotel, I would like to give some suggestion what that can be used for the future hotel improve their service and more quality perspective environment. For the example Ixora Hotel must improve their restaurant food menu and restaurant decoration. This hotel is need to provide more decoration on sophisticated facilities for the convenience of customers. Stand up for the order to success in the relationship marketing to gain customers trust to Ixora Hotel. I suggest that Ixora Hotel, Penang should be more focus on the quality of customer service as a smart initiative to maintain customer trust because of why customer is a “money” income for the benefit Ixora Hotel. If the customer not trust their service and if Ixora Hotel not be a good maintain management for Hotel Service, maybe Ixora Hotel will be gone the quality and trusted from guest then for the income benefit will be come fallen. The good quality leader management in the Hotel can give best salary and workers did not complain about their total amount of salary not good enough to compare cost of living in Penang. What did I know this hotel also should regularly hold activities to foster relationships between all staff like organize Annual Ixora Hotel Family Days.

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