contoh laporan akhir latihan industri politeknik merlimau melaka jabatan perhotalan dan pelancongan

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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.

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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.

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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 self-

confidence. 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.

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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

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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.

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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 )

k) 24 hours room service

http://www.ixorahotel.com/

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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

4 Bedroom Suite 4

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Vip Suite 1

2.2.4 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

to enjoy the fresh air and if you prefer listening to music, there is a lounge to

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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 “

2.2.9 Company Organization Chart

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Managing Director

Dato’ Ng Swee Chin

Director

Mr. Ng Sze Li

Director

Ms. Ng See YingHotel Operational Manager

Mr Mosses Poon

Executive Chef

Mr Beh

Assistant Director Of Sales

Mr Faishal

Chief Security Officer

Mr Zubir

Assistant Front Office Manager

Mr Kenji Wong

Human Resources Manager

Mr David Cheng

Assistant Housekeeper

Mr Wan Khairil

F & B Manager

Mr Cheng Koy Boon

Maintenance Executive

Mr Rosli

Assistant Director of Finance

Mr Sunny Chai

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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) Welcoming and greeting guests.b) Seating the guestc) Presenting menud) Taking drink orderse) Serving beveragesf) Taking food orders.g) Serving plated foodh) Clearing plates & glasses.i) Changing ashtraysj) Serving dessertk) Serving after dinner drinks, coffee or tea.l) Checking guest satisfaction.m) Presenting billsn) Thanking guest upon departureo) Arranging function room and set tables based on details of arrangement

for function.

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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

3.0.3 Training

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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.

3.0.5 Banquet – Work Progression In Per Week

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Week Date Activities conducted

1 17/6/2013

-

23/6/2013

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 set-

up the event and function for the buffet dinner in

the meeting room and ballroom.

2 24/6/2013

-

30/6/2013

a) Setup the meeting room style Class Room layout

the room following the plan from Captain in

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

the function tommorow.

d) Arrange the chairs with the table, table cloth and

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so on. Then need to set-up and put in the Meeting

Room for standby the next day function.

3 1/7/2013

-

7/7/2013

a) Set-up function above 100 pax in Ballroom, before

that we got the task from Captain Banquet. We

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.

d) Standby the take care the function for buffet and

coffee break, task giving from the captain then

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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

-

21/7/2013

a) In the Ballroom, task giving from the Manager

need to setup 300 pax for the Buffet Dinner.

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

-

28/7/2013

a) Meeting Room, need to set up the Class Room.

Pick up the class room table with a chairs.

b) Arrange the Coffee Break then Set up after lunch

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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

-

11/8/2013

a) Wiping all utensil like a plate, glasses, spoon, fork,

knife and so on for the function Food Testing.

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

then setup a new tasking for the function next day.

e) In the ballroom, Chineses Set Style bget ready a

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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

for the next day. Always do a classroom style and

the theater style in Meeting room.

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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

-

1/9/2013

a) Arrange room for the next function above 100 pax.

Task giving to setup this room for the Classroom

Style. Pick up some table and chairs also with the

utensil for the classroom equipment. Example like

a pen, writting paper, candy, and the last one is a

mineral water per one person only.

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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.

3.1.2 History Of Kitchen

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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

uses a similar chemical reaction between fish and the acidic content of rice

glazed with vinegar.

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3.1.5 Kitchen – Work Progression In Per Week

Week Date Activities conducted

12 1/9/2013

-

7/9/2013

Kitchen

Pastry

a) For the first task in kitchen pastry, pastry cook

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

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

Pastry

Kitchen

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.

b) Take care the buffet line pastry station only. Refill,

if decrease the food, pick up from pastry and

added more the food for buffet breakfast.

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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

Pastry

Kitchen

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

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

for the cake layer.

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15 24/9/2013

-

30/9/2013

Main

Kitchen /

Cold

Kitchen

a) For the first time in cold kitchen, task from the

chef cold kitchen needed to take care the egg

station counter. Station for ordering the egg,

example omellete, fried egg, scrambled egg, sunny

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

dirty vegetable.

f) Pick up food item for main kitchen and cold

kitchen from the storage department.

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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

Main

Kitchen /

Cold

Kitchen

a) Cutting, washing vegetable and throw out dirty

vegetable.

b) Cutting the fruit, then plating to the special fruit

plate.

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

-

21/10/2013

Banquet

Kitchen

a) For the first day in Banquet Kitchen, tasking from

Chef in charge giving to me to washing and clean

the chicken for the Buffet Dinner function for 400

pax.

b) Washing and clean fish.

c) Cutting the vegetable for the buffet function 400

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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

Banquet

Kitchen

a) Washing,cleaning the chicken/fish/prawn for the

function buffet/wedding 600 pax.

b) Washing, cutting vegetable then plating on to the

plate.

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

-

1/11/2013

Banquet

a) Everyday, need to washing chicken, fish and also

cutting the vegetable.

b) Cook for the staff canteen.

c) Make a mise-en-place food for the next function.

d) Working faster , skill improve.Then countinue to

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Kitchen 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.

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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.

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

29

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:-

2 Teabreak

1 Lunch

Usage of One functionroom with

standard Meeting facilities

(Minimum of 25 persons)

inclusive of:-

1 Teabreak

1 Lunch

Usage of One functionroom with

standard Meeting facilities

(Minimum of 25 persons)

Conference Rooms Information

30

Room Area

(Sq.M)

Theatre

W/O

(Stage)

(Pax)

Class

Room

(Pax)

U

Shape

(Pax)

Round

Table

(Pax)

Standing

Cocktail

(Pax)

Press

Room

68 60 (30) 30 20 30 50

Meeting

Room 1

118 130 (80) 65 40 70 (40) 150

Meeting

Room 2

118 130 (80) 65 40 70 (40) 150

Meeting

Room 3

118 130 (80) 65 40 70 (40) 150

Meeting

Room 4

118 130 (80) 65 40 70 (40) 150

Meeting

Room 5

229 250 (200) 120 60 120

(100)

350

Ballroom 1024 1200 320 800 1600

Pre-

Function

Area

737

Seminar Package Inclusions

a) Flipchart & White Board With Markerb) Writing Materials (Pen)

31

c) Bottle Drinking Waterd) Free Wireless High Speed Internet Accesse) 50% Off One Lcd Projector With Minimum 40 Personsf) Dvd Playerg) Pa System With Microphoneh) Portable Screen

Meeting Room Package Inclusions

a) Flipchart & White Board with markerb) Writing Materials (pen)c) Bottle drinking waterd) Free wireless high speed internet accesse) DVD Playerf) PA system with microphoneg) Portable screen

4.1 Job Description

4.1.1 Banquet Manager

32

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

4.1.3 Assistant Banquet Floor Manager

33

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.

4.2 Interview For Banquet – Question And Answer

34

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 ?

__________________________________________________________

4.2.2 Captain Position ( Banquet )


__________________________________________________________

35

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 ?

__________________________________________________________

4.2.3 Supervisor / Manager Position ( Banquet )


__________________________________________________________

36

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. ____________________________________________________

9. Please give me one good reason why the company must hiring you ?

__________________________________________________________

37

4.3 Banquet - Standard Operating Procedure (SOP)

4.3.1 Banquet Set Up Meeting And Seminar

38

StepStandard Operating Procedure

(SOP)

Explain

1 Understand Reading and understanding the event order

Why : make sure not mistake

2 Reception

Table

Arrange reception desk ( oblong table).

Why : standard f&b procedure

3 Table Cloth Place the table cloth and skirting.


4 Signage Set up the phone and signage for the reception desk.


5 Actual Guest Read the event order thoroughly, check on important

information and actual participants to set up and mise-

en-plus preparation.


Set up the table cloth and skirting for head table at the

39

6 Head Table right hand side or as per guest request.


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.


8 Screen Screen / lcd projector (if required) mounted on the

center of the meeting room.


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 )


10 Memo pad Two pages of memo pad for participant.


11 Pencil One pencil for each participant.


40

12 Drinking

water

One bottle of drinking water for each participant.


13 Stage Stage (if necessary) to fix skirting and set on the centre

of the room. Check the require size !


4.3.2 Study Banquet Event Order

41

Step

Standard

Operating

Procedure

(SOP)

Explain

1 Set Up Set up: theatre, classroom, u-shape or others.


2 Technical Technical requirements: clip mike, standing

microphone, wireless, lcd projector.


3 Others Other requirements: reception table, stage, podium,

white board, flipchart, screen


4 Special Special requirements: vip guest, red carpet


5 Meal Meal requirements: breakfast, morning coffee break,

lunch, afternoon coffee break, dinner, evening coffee

break, and supper.


42

6 Beverage Beverage requirements: beer, soft drinks, cordial


7 Housekeeping House keeping: cleanliness and beauty of the area,

check the toilet, surrounding cleanliness, hygiene

conditions and meeting rooms, foyer, etc..


8 Engineering Engineering: check all the sound system and meeting

equipment, lighting, mike, stage before the event start.


9 Decoration Decoration: make sure the backdrop was installed the

day before, the necessary decorations, special requests

from guests, led signage / direction / event signage


10 Accounting Accounting: check billing, to stated clearly number of

pax, breakdown and other relevant charges.


11 Landscape Landscape: check any plant require during the

function. ( if request )

43


12 Security Security: ensure parking area well-organized and tidy.

To ensure the safety of the participants.


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..


14 Out Sider Out sider : any arrangement involved not within hotel’s

department / staff.


4.3.3 Banquet Log In Book

44

Step

Standard

Operating

Procedure

(SOP)

Explain

1 Write the

comment

Banquet manager, floor manager, captain, staff to

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 in-

charge.


2 Revenue Revenue banquet of each function.


3 Staff in

charge

Staff who perform to care of the function.


4 Timing of

event

Log in time for every session, ie: when start, coffee

break, lunch, ending of each function.


5 Billing Bill settlement. The assigned person in charge of the

45

function to open the bill. For meeting event, bill have

to be settled during their last tea break session.


6 Feedback

from guest

Any comment( s ) from guest, compliment or

complaint must record.

Why : to follow up the necessary action later.

7 Check list Attached with the check list.


4.3.4 Handling The Function

46

Step

Standard

Operating

Procedure

(SOP)

Explain

1 Stand By Stand-by in the meeting room ½ hour before the event

took place with the event order.


2 Check Do your checking follow event order. Check through

all in details.


3 Greet Greet and welcome guests. Standby at foyer wait for

the first guest. ( organiser )

Introduce yourself as person in charge of the function.


4 Reconfirm Confirm the number of participants for meal

arrangement. Inform the guest location for lunch /

dinner took place ( if any).


5 Assist Assisting the guests if there is a last minute changes

47

(if any).


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.


7 Standby Coffee

Break

Coffee break to be ready, if any, 20 minute before the

actual time. Stand by to serve the guest.


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.


9 Standby Billing Stand-by the billing on the afternoon coffee break or

30 minute before the function end.


48

10 Thank The

Guest

Stand-by 30 minute before the event end and to thank

the guests


11 Belonging Assist the last guest for their belonging(s), then check

for any loss and found items.


12 Lock The

Room

Lock the meeting room area after the guests left the

room.


4.3.5 Clearing Plates From A Table (Buffet)

49

Step

Standard

Operating

Procedure

(SOP)

Explain

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

Yourself

After agreed by the guest move your right foot in

alongside the guest’s chair.

Why : To allow yourself to get closer to the table to

pick up the plates

Pick up the plate with your right hand. (Grab the rim

50

5 Grab 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

Movement

Step slightly backward from the table and transfer the

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

10Never Over

Stack

Continue this clearing as many plates as you feel

comfortable with. (Do not over stack)

51

Why : For safety

11 To Clearing

Point

Once you have finished clearing the table take the tray

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

4.3.6 Carrying Soiled Chinaware

Standard

52

Step

Operating

Procedure

(SOP)

Explain

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.


2 Place Place all large plates in the centre of the tray.

Why : for stability and balance

3 Stack To The

Size

Stack all plates and dishes according to their size. Do

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

5 Balancing The

Tray

Carry the tray with your left hand and rest the tray on

your left arm, use your left hand to balance the tray.

(For carry the big clearing tray)

53

Why : For stability

6 Spread your

finger

Place your left palm underneath the centre of the tray

and spread your fingers evenly. (for small tray or

round tray)

Why : for safety and balance the tray

7 The other hand

hold the tray

rim

Place your right hand at the front of the tray and hold

the rim. (for big tray)

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

4.3.7 Banquet Meeting Checklist

Name Of Event: ______________________________________________________

Venue: ______________ Date :___________________ Time :______________

Yes / No

54

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 ?

4.3.8 Coffee Break Checklist

Yes / No

Name Position Date SignaturePrepared by

Checked by

Approved by

55

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.

4.3.9 Changing Plates (Chinese Service)

Name Position Date SignaturePrepared by

Checked by

Approved by

56

Step

Standard

Operating

Procedure

(SOP)

Explain

1 Standard

procedure

To provide a consistent quality of a-la-carte service.

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

5 Remove Grip firmly of the plate and remove from table.

57

Why : For safety

4.3.10 Linen Control At Banquet

58

Step

Standard

Operating

Procedure

(Sop)

Explain

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

Staff

Record in linen log book after counted.

3 Send To Level

3

Housekeeping

Used the linen trolley sent to housekeeping.

4 Counted By

Linen Staff

To have second count by linen staff.

5 Send To

Supplier

All soiled linen to be collected by laundry supplier.

6 Received From After received from linen vender, housekeeping staff

59

Supplier will send to banquet department.

7 Clean Linen

Received From

Housekeeping

With Invoice

A copy of invoice will be attached with linen trolley

which is a photocopy from housekeeping.

8 Count By F &

B Staff

Banquet staff will count the linen and to make sure it

is tally with the invoice, if there were any differences

will inform housekeeping immediately or within 24

hours.

4.4 Introduction About Ixora Hotel – Kitchen

60

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.

4.5 Kitchen In Ixora Hotel - Standard Operating Producers

61

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

4.6.2 Lamb and Mutton

a) Lamb is under one year, after one year it is termed mutton

62

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.

b) The temperature must be maintained just above freezing-point.

c) Frozen fish must be stored in a deep-freeze cabinet or compartment.

63

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.

4.7 First Aid Application & Requirements in Kitchens

64

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.

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.

65

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.

4.7.6 Burns and Scalds

66

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.

c) Large establishments usually have medical staff such as a nurse and a

first aid room.

67

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.

4.8 Maintaining Kitchen Orderliness

New tenants and employees must:

68

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.

e) Unplug electrical appliances before cleaning, assembling or disassembling.

f) Wipe clean after each use.

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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.

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.

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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 off-

site 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.

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”.

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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

should be sent to the dishwashing area for cleaning. This reduces an overload in

the washing station.

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- 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.

- Check all refrigeration equipment to be sure that it is on and working and

locked.

- Re-check any cabinets that should be locked.

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- 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.

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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.

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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.

contoh laporan akhir latihan industri politeknik merlimau melaka jabatan perhotalan dan pelancongan

Education

student practice

report industrial training

student start

student need

c student

industry training

training site

future life student