This study is based on my internship at The Ritz-Carlton Kuala Lumpur Hotel. My internship commenced from 6/10/2010 to 15/01/2011. This is a five leading luxury hotel which is situated at the bosom of Kuala Lumpur which is besides known as ‘The Golden Triangle ‘ country. I was assigned to few different sections in the hotel such as The Lobby Lounge, Carlton Gourmet, Housekeeping and Front Office. I have gained more cognition and besides widen my web with people from all walks of life.
I besides feel that The Ritz-Carlton Kuala Lumpur Hotel is a great topographic point to derive experience as I have acquired about new techniques and accomplishments which I have ne’er known. Furthermore, being able to work in one of the universe ‘s most prestige hotel truly gave me a opportunity to prove my accomplishments and ability to get by with the rough environment of the hotelkeeper ‘s life. In my study, I will include my working experience with The Ritz-Carlton Kuala Lumpur Hotel, my positions during preparation and overall success of the hotel.
The Ritz-Carlton Hotel Company, L.L.C. was founded in August, 1983 following the purchase of The Ritz-Carlton, Boston and the rights to the name Ritz-Carlton throughout the United States. The Ritz-Carlton Hotel Company, L.L.C. maintains its corporate central office in Atlanta, Georgia. Although the Company was officially formed in 1983, its history and traditions day of the month back to the 1800s.
Sing the celebrated logo of the Ritz-Carlton, the Crown was a symbol of British Royalty and the king of beasts was really the logo of an insurance company. The laminitis of the Ritz-Carlton hotels, Cesar Ritz decided to unite the two symbols together and in 1968 the logo was redesigned from a normal looking tamed king of beasts to a expression that was more elegant and yet sophisticated. This has made a alteration in way for The Ritz-Carlton Hotel Company, L.L.C. in the old ages to come.
The Ritz-Carlton Kuala Lumpur Hotel in peculiar is owned by a company called YTL CORPORATION BERHAD. YTL stands for YEOH TIONG LAY. This company is one of the biggest corporation in Malaysia and it is really good known for its award winning universe category hotels and resorts such as JW MARRIOT, THE RITZ-CARLTON, PANGKOR LAUT AND VISTANA KUALA LUMPUR.
Located within the celebrated Golden Triangle territory, The Ritz-Carlton Kuala Lumpur has won multiple 5 Star Awards with its 250 invitee suites including 30 suites, 25 meeting suites numbering up to 30,000 square pess and four exceeding eating houses such as The Lobby Lounge, Carlton Gourmet, Cesar and award winning Li Yen.
Map to The Ritz-Carlton, Kuala Lumpur Hotel.
Degree centigrades: UsersVINCENTDesktop
The Ritz-Carlton Kuala Lumpur Hotel is located at No. 168, Jalan Imbi 52100 Kuala Lumpur. It is interconnected with Starhill Galery and the J.W. Marriot Hotel. This hotel is situated at a really strategic topographic point because it is near to shopping promenades such as Pavilion, Lot 10, Sungei Wang and the Menara Times Square.
TYPES OF FACILITIES
Facilities at The Ritz-Carlton Kuala Lumpur Hotel include a general swimming pool and besides a personal swimming pool for every penthouse. The operation hours for the general swimming pool are from 6.00 A.M to 8.00 P.M. The hotel besides provides a secondary school which runs 24 hours a twenty-four hours, 7 yearss a hebdomad. The hotel ‘s Jacuzzi, Sauna and Steam Bath operate from 6.00 A.M to 10.00 P.M daily.
Massage and Spa services are available at Spa Village which is one of Malaysia ‘s most celebrated Spa Centre. Their signature interventions are the Sensory Exploration and ‘Campur Campur ‘ . Spa Village besides has their ain private swimming pool catered for Spa invitee and abode merely. Their operating hr is from 9.00 A.M to 9.00 P.M. All of the above installations mentioned are located on the fourth floor of the hotel wing.
A Business Center can be found on the first floor of the hotel flying which caters largely for business communities, Internet users and gift store for invitee. Meeting room which can suit up to 6 individual upper limit is available for rental for RM 120++ per hr.As for the Suites Wing site, there are 25 more meeting suites available for rental. For hotel invitee who needs to utilize the cyberspace, Internet use is indictable at RM 40 per hr. Other services such as facsimile, printing, photocopy and binding is besides available at the same floor. In add-on, hotel invitee who wants to purchase keepsakes such as post cards and hotel comfortss, a gift store is available besides at the concern centre. Business centre is unfastened from Monday to Friday at 8.00 A.M to 10.00 P.M and Saturday, Sunday and Public Holidays at 9.00 A.M to 5.00 P.M. This is a luxury hotel so hence the installations are really limited.
Mr. Stephen Andrew Cokkinias ( General Manager )
Ms. Aishah Khalid ( Rooms Division Manager )
Mr. Paolo Savi ( Rooms Manager )
Mr. Carlos De La Barra Lascurain ( Director of Food and Beverage )
Ms. Cheryl Loo Su-Ann ( Director of Gross saless )
Ms. Lim Chui Fung ( Director of Human Resources )
Mr. Joshua Lim ( Suite Wing Manager )
Ms. Katrina Ong Peik See ( Financial Controller )
Mr. Vincent Wong ( Maintenance Manager )
Organizational Chart for Carlton Gourmet
Waiter ( x3 ) Chef ( x2 )
Waitresss ( x1 )
Steward ( x1 )
Cashier ( x1 )
This is the organisation chart for Carlton Gourmet. With gross of more than RM 80,000 a month this mercantile establishment has truly pushed its bounds and raised the criterions. Carlton Gourmet is a really relaxed yet refined topographic point to be at. The operation hours are from 7.30 A.M. to 6.00 P.M. This mercantile establishment concentrates chiefly on breakfast, tiffin and high tea. The forenoon displacement crew which consists of the Manager, one chef and two servers and one teller whose shifts start at 7.00 A.M. to 3.00 P.M. As for the afternoon displacement crew it consists of the Assistant Manager, one chef, and three servers whose displacements start at 10.00 A.M. to 6.00 P.M. Merely the steward stays from the start of the operation till the terminal.
For breakfast, it is a semi-buffet choice which consist of a Continental saloon and a choice of Eggs and Omelet ‘s or ‘From the Griddle ‘ . The Continental saloon consists of points such as fruits, salads, compote, cereal and many others. In the ‘Eggs and Omelets ‘ bill of fare there are six different types of choice to take from which are ‘two eggs any manner ‘ , ‘western omelet ‘ , ‘smoked pink-orange omelet ‘ , ‘egg white omelet ‘ , ‘eggs Benedict ‘ , and ‘corned beef hash with two eggs ‘ . All of those six picks will come with a hash brown. As for the ‘From the Griddle ‘ bill of fare, you could take from the ‘silver dollar battercakes ‘ or ‘French toast with Belgian waffles ‘ . The breakfast bill of fare will merely be served from 7.30 A.M. to 10.30 A.M. after that continued by the tiffin bill of fare until 6.00 A.M. which serves a assortment of salads, pastas, sandwiches and wraps, sausages and ‘from the grill ‘ such as Burgers and grilled meats.
At Carlton Gourmet, a assortment of bites, drinks, pastries, bakeshops, cocoas and tea are sold at that place. They use the finest java from Italy which is ‘illy ‘ java and serves a scope from cappuccino to latte or even espresso. Sunkist oranges are used to do juices for the invitee and in a twenty-four hours about a whole box of oranges will be used. Carlton Gourmet besides specializes in shackle wadding. Shackles for occasions such as Arab Season, Hari Raya, Christmas, and Chinese New twelvemonth will be packed for the hotel and suite invitees. Approximately 200 shackles are handmade by the staff of Carlton Gourmet for each and every juncture mentioned.
This are the responsibilities needed to be carried out by the forenoon displacement crew:
Collect junior-grade hard currency money from Accounts Department
Collect newspapers and In House Details from Front Desk
On all the visible radiations in the mercantile establishment
Overturn the java cups
Prepare milk and butter for each tabular array
Fix the breakfast semi-buffet saloon
Collect bakeshops from Cesar eating house
Count and direct all their dirty serviettes to laundry during their tiffin interruption
Fold all clean serviettes and shop in closet
And most significantly attend to the invitees
This are the responsibilities needed to be carried out by the afternoon displacement crew:
Collect bakeshops and pastries from J.W. Marriot
Clear forenoon puting on tabular array to replace with tiffin puting
Ensure the drinks stock is at par
Serve invitees and do drinks
Peel oranges for juices
Wipe dry cutters, cups, spectacless and disks
Do table scene for the following twenty-four hours breakfast
Sweep and wipe up the floor during shutting clip
Arrange measures into orderly mode
Log off teller and return money back to Accounts Department
Ensure all the visible radiations are off except the entryway visible radiation
Ensure all doors are locked and return keys back to Security Department
My experience at Carlton Gourmet
I have been developing at this Food and Beverage mercantile establishment since 06/10/2010 to 17/10/2010. Working for two hebdomads at the Carlton Gourmet has given me an inside expression on how to run a little yet successful dining mercantile establishment. The experience that I have gained over the yearss working at that place had made me a more knowing individual. Although this mercantile establishment is little and non truly busy during normal yearss, I still managed to input a immense sum of working accomplishment in me. Learning the different types of pastries and bakeshops from names such as poulet pie, to names that my lingua can non even pronounce, this is the 1 topographic point where I learnt about nutrient from all over the Earth.
This mercantile establishment usually caters to suite flying guest instead than hotel invitees. There are many long term invitees at the suite wing so one of my hardest challenges was one- retrieving their names and how to turn to them right, two- retrieving their room figure and how many complimentary breakfast do they hold, and three- retrieving their nutrient and drink penchants. For illustration, Ms. Mink Ong is a lady who is in her late 40 ‘s and she owns three stores at the Starhill Gallery. Every forenoon approximately about 10.00 A.M. she would come to Carlton Gourmet and no inquiries asked, she should be served her crescent rolls and fresh cut of papaia ( with a bowl of hot H2O for her to rinse it in ) . After eating her fruits, clear her dirty home bases and serve her one cup of java and a little jug of hot milk.
What I have realized and noticed is that the small things that you take inaugural to care about the invitee make a really large difference. Because other than the staff of the hotel, the invitees are besides the 1s who could do or interrupt the gross of the hotel and finally the wage that goes into our pockets.
Organizational Chart for The Lobby Lounge
Bartender Server ( X4 )
This is the organisation chart for the Lobby Lounge at The Ritz-Carlton Kuala Lumpur. With gross of more than RM 120,000 monthly, this is an mercantile establishment where working criterions had to run into with measure and quality. The operation hr for this mercantile establishment is from 10.00 A.M. to 1.00 A.M. Morning shift staff and trainees starts at 9.00 A.M. to 3.00 P.M. The afternoon displacement trainee comes in at 3.00 P.M. to 11.00 P.M. where by the afternoon displacement staff comes in at 5.00 P.M. to 1.00 A.M. The director of this mercantile establishment merely comes in from 11.00 A.M. onwards.
This mercantile establishment can be rather slow in the forenoon because usually all the invitees that comes in will merely hold tea or java. But when he sun sets and dark attacks, normally the Lobby Lounge will be packed with invitees. At the Lobby Lounge, we serve a assortment of FOURTHY different types of tea which are broken down into 4 classs which are “ Black Tea ” , “ Fruit Tea ” , “ Green Tea ” , and “ Herbs Tea ” . All of the teas are imported from different states such as Europe, USA, China, Japan, India and many other topographic points. The saloon consists of more than 30 trade names of vino. The spirits served at the saloon is based on a full saloon set up which has vodka, rum, whiskey, Cognac, gin, cordial, and bitters. We have more than 20 different types of whiskey trade names runing from individual malt whiskeies to intermix whiskeies.
Equally far as drinks goes, we serve our celebrated “ Afternoon Tea ” . It is a really keen English tea tradition carried out by English people back in the yearss. It starts from 3.00 P.M. to 5.00 P.M. from Mondays to Saturdays. There is this watch/ jewellery store in Starhill Galery named Mouawad. They signed a one twelvemonth contract for us to present the “ Afternoon Tea set ” to their store everyday from Mondays to Saturdays. Normally the Afternoon displacement staff will direct it to them.
We besides have an juncture called “ The Sunday Roast ” . It is a really elegant event which is purely conducted by our F & A ; B Director Mr. Carlos De La Barra Lascurain. This event merely takes topographic point on every Sunday and no staff can take off for this weekend event. The Sunday Roast starts from 11.00 A.M. to 3.00 P.M. which will be accommodated by a three-piece wind set dwelling of a expansive piano, dual bass and a saxophone. This event is serves a semi-buffet manner. With one chief class to take from which could either be the Angus Prime Black Beef, Scottish Salmon or Darling Roast Lamb. The chief class will be placed on a portable streetcar which the chef will force to a invitees tabular array and cut in forepart of them. As for the counter counter, it consists of cheese from around the universe, sausages, cocoas, salads, puddings, seafood, soup and sushi. The Afternoon Tea will non be served on this twenty-four hours.
This are the responsibilities needed to be carried out by the forenoon displacement crew:
Take junior-grade hard currency money from Accounts Department at 2nd floor
Opening of hard currency registry
Set up the saloon and arrange all the intoxicant drinks.
Wipe all the glass tabular arraies and saloon top.
Prepare Mise-en-place and garnishes for drinks.
Arrange magazines and day-to-day newspapers.
On the java machine.
Ensure adequate hot H2O is boiled for tea.
Make welcome drink ( to be placed at hotel flying anteroom ) .
Make cigar and coffin nail stock list.
Ensure all cups and spectacless are clean and arrange neatly on shelf.
Collect ice regular hexahedrons for saloon from chief kitchen ( Cesar, 1st floor ) .
Tidy up the pillows and couch.
Write down inter-transfer list for ‘Afternoon Tea ‘ .
Send soiled serviettes to laundry at 3rd floor.
Collect ‘Afternoon Tea ‘ from cold kitchen and pastry kitchen.
Send a set of ‘Afternoon Tea ‘ humor cutter and home bases to Mouawad by 2.30 P.M.
Do stock list for gross revenues shutting.
Do handover of hard currency registry to afternoon displacement staff.
This are the responsibilities needed to be carried out by the Afternoon displacement crew:
Make 2nd cigar and coffin nail stock list of the twenty-four hours.
Check for stock of bottled beer and juices.
Light tea-light tapers at 7.00 P.M. and to be placed on each tabular array.
Dim down the visible radiations at 7.00 P.M.
Push out the cup bar streetcar.
Ensure adequate hot H2O is boiled for tea.
Do shutting of hard currency registry.
Do stock list for gross revenues shutting.
Hand over junior-grade hard currency money to Accounts Department ( in an Elsafe )
Bundle up all client grosss of the twenty-four hours and placed at pigeon hole at Accounts Department.
Clean up for following twenty-four hours.
My experience at The Lobby Lounge
I have been developing at this Food and Beverage mercantile establishment since 18/10/2010 to 06/11/2010. My experience at the Lobby Lounge was a antic 1. I felt really comfy when I was making my internship at that place. Yes there were some unsmooth and pressured times but the staff at the Lobby Lounge felt like a small household to me. Everyone was so knowing sing the drink that was sold at The Lobby Lounge. I had the privilege to analyze cocktail and mocktail devising by the barman. I besides learnt how to pour a perfect glass of beer by the Captain. I besides learnt how to do Latte and Cappuccino. I learnt about the different types of intoxicant, vino and its beginnings excessively.
There was abundant of things for me to larn in so small clip. I besides learnt that standing behind the saloon and being a barman, one has to hold a really joyful and friendly attitude. Because for the guest posing at the saloon counter, they expect to be conversed with. There was this 1 clip where this invitee name Josh from the US came to the saloon everyday to hold a few drinks because he felt comfy posing and chew the fating with me. Working forepart of the house meant you have to hold a positive attitude and attend to guest professionally while believing “ What would I want if I was in the clients places? “ .
As for the manner of functioning nutrient and drinks to the invitee, I learnt that the method practiced over there was ‘Serve from the right, clear from the right ‘ . Many things I learnt at Tunku Abdul Rahman College, did non truly use to the work method in this mercantile establishment. But still, I was really grateful because now I know different ways of functioning a guest/ client.
Having done my internship here at The Lobby Lounge thought me that I would Desire to be in this line of responsibility. Serving and mixing with the clients and guest of the hotel. It was a great pleasance working with my small household at The Lobby Lounge. They are the best at what they do.
Organizational Chart for Front Office
Front Office Manager
Assistant Front Office Manager
Duty Manager ( X6 )
Guest Service Assistance ( X 11 ) Concierge ( X3 ) Bell Men ( X9 )
Door Man ( X5 )
This is the organisation chart for the Front Office Department at The Ritz-Carlton Kuala Lumpur. Basically this section is broken down into 3 groups which are Concierge counter, Bell Counter and the Reception. Merely for the Bell counter ( which includes the Door Men ) and the Reception group operates uninterrupted on a 24 hours footing. As for the Concierge, it merely operates from 7.00 A.M. until 11.00 P.M. As for the on the job displacements in this section, merely four displacements are provided which are:
A.M. Shift – 7.00 A.M. to 3.00 P.M.
P.M. Shift – 3.00 P.M. to 11.00 P.M.
Night Shift – 11.00 P.M. to 7.00 A.M.
Relief Shift – 12.00 P.M. to 8.00 P.M.
My experience at Front Office
My houseman at this section began from the 7th of November 2010 to the 12th of December 2010. I had five hebdomads in this section and first hebdomad of this section started off at being a Door Man and a Bell Man. Bing a Door Man is rather simple because all you have to make is unfastened and shut the anteroom door for the invitees as they walk in and out of the hotel, call for cab which are on standby opposite the hotel for the invitees and sometimes assist the Bell Man to transport some baggages. Bing a Bell Man has thought me to be crisp on the occupation because we had to label and watch after invitee baggages. We had 2 types of ticket. One was for the Arrival Tag whereby when the invitee checks into the hotel, the name and room of the invitee will be written on the Arrival Tag so that the Bell Man can convey the baggages up for the invitee. As for the Departure Tag, it could be used for either during guest look into out or hive awaying the baggages for invitee.
Then came to the 2nd hebdomad of being at Front Office where I spent two whole hebdomads at the concierge counter. I truly gained a batch of information about Malaya that I did non even know about. Did you know that the Petronas Twin Tower serves a luxury tiffin and dinner at the 86th floor which overlooks the metropolis skyline? Well now I know. Bing in the concierge had widened my cognition sing the small admirations that Malaysia has to offer and I had to larn about about anything and everything in Kuala Lumpur sing all the tourer sights. Every twenty-four hours, the staff at the concierge counter has to publish out the reaching and going list some guest arrive at the hotel with their ain manner of conveyance but for those who like to be pampered, a Mercedes Limousine conveyance can be arranged for the invitee but for those who wants a more inexpensive but yet epicurean option, a VIP Train Service can be arranged to pick up guest all the manner from the airdrome to KL Central followed by a limousine choice up straight to the hotel.
Wai Kong Tours is a tour company where by it works in concurrence with the Ritz-Carlton Kuala Lumpur Hotel. Wai Kong Tours would supply the concierge counter with their broachers for us to advance their Tourss for them. What would go on is, if the invitee would desire to travel for a circuit from the broacher, we ( the concierge ) have to inquire Wai Kong Tours whether there is any available circuit that the invitee wants for that that twenty-four hours. Because sometimes the Tours may be full and the policy for Wai Kong Tour is that if a invitee wants to travel for a certain circuit, it has to be two individual and above. Basically being in the concierge meant you had to hold a huge sum of cognition sing the country that surrounds you, non merely that but besides have knowledge about the operating hours of tourer locations and new publicities. For the first few yearss when I was in concierge, I was even excessively frightened to reply the phone. But as the yearss progressed, I started to derive a certain sum of assurance in myself. As for the staff of the concierge, hats off to them because they are the 1s that thought me a batch.
After my preparation at the concierge, I moved on the response counter where I was to be as a Guest Service Assistant. I had to larn the HIS System and larn how to look into in invitee. To look into in a invitee, I had to make full in their specifics on the enrollment card ( which will be printed by the afternoon displacement staff the twenty-four hours before ) . Guest specifics included their place reference, nomadic figure, e-mail reference, dual look into the name, recognition card inside informations ( if they were to pay with it ) and last but non least, acquire the guest signature. Once I have collected all the information that I needed, I would inquire the guest how his or her manner of payment would be. If he or she is utilizing a recognition card, we had to explicate that an sum of RM200 per dark will be blocked from the recognition card so that the invitee can merely subscribe the measure if he or she is telling in room dining or paying for wash. For illustration, if Mr. Guth ‘s room rate is at RM600 per dark and is remaining for three darks, so all together a Guest Service Assistant ( GSA ) has to keep an sum of RM1,200 of the recognition card. If a invitee pays hard currency for their room, so we have to compose the words ‘COD ‘ on the enrollment card and alarm all the mercantile establishments such as the Food and Beverage mercantile establishments and laundry section that the invitee would and should pay hard currency for anything purchased. After roll uping the manner of payment from the invitee, we issue a cardinal card to them and escort the invitee to their room. While escorting the invitee, the GSA ‘s would brief them sing the installations at the hotel and some celebrated tourist musca volitanss around Kuala Lumpur. The GSA ‘s would so open the room door for the invitee and explicate about the room ‘s complimentary cyberspace and mini saloon or the ‘Kiblat ‘ mark for Muslim invitee.
We besides had to make going calls to cognize what clip the invitee is go forthing and whether they would necessitate any luggage aid or transit upon going. As for invitee aftermath up calls, it will be recorded down and at the terminal of the twenty-four hours handed over to the operator. If there is a VIP checking in, an express cheque in is done where by the GSA would pre-check in the invitee, escort the guest up to his or her room with the recognition card machine and take down the invitee specifics in the room itself. At the terminal of every displacement, the GSA ‘s will subject all their cheque out grosss to the Duty Manager for review in instance there has been any mix up.
Bing at the response was slightly pressuring because you had to confront the guest twenty-four hours in and twenty-four hours out even affairs that is non your mistake but the guest merely wants to allow all his defeats out on you. But on the cheery side up, the Front Office crew is a clump of people that truly knows how to work under force per unit area yet they can keep to be lively and cheerful each and every twenty-four hours. The Front Office may be a little section but it is a powerful one. The whole hotel chiefly relies on it to bring forth more income. The Front Office IS the encephalon of the hotel industry.