Task 1

Describe the background of GMB.

Genting Malaysia Berhad (GMB) is a dominant company in leisure service and

hospitality industry. It was incorporated in 1980 and have been listed on Bursa
Malaysia’s Main Market in 1989. GMB is operating resort properties and casinos in
few branches, which are Malaysia, United Kingdom, Egypt, United State and Bahamas.
The top business of GMB is Resorts World Genting (RWG), it is located in Pahang,
Malaysia and it is also known as one of the most popular holiday spots in Malaysia,
with about 10,500 rooms in total of seven hotels, theme park, dining restaurants, and
entertainment attractions as well. Besides, Resort World Kijal (RWK) in Terengganu
and Resorts World Langkawi (RWL) in Langkawi Island are owned and run by GMB.
A various type of new facilities is added to RWG as they are running a 10-year master
plan under the Genting Integrated Tourism Plan (GITP). Other than that, in the year of
2005 to 2008, GMB was rewarded as World’s Leading Casino Resort. Furthermore,
GMB contains a total of 21,075 employees that with 12,869 male and 8206 female
employees. For the mission of GMB, they promised to be the leading integrated resort
operator in the world. For the vision, they committed to provide the most delightful and
memorable experiences to their customers and aim to maintain sustainable growth to
enhance shareholder value.
Task 2

Explain the human resource plan made by GMB to provide supportive working
culture for their employees.

To provide a supportive working culture for employees, GMB promised to create a

safe working place and encourage a harmony workplace, wellness and safe living
environment. They support diverse talents, providing training and organising
education programmes.

1. Support diverse talents

There is no racism in GMB, they hire talents based on their skills and experience.
Equality as in religions, races and gender are gathered in the workplace. By recruiting
diverse talents, it is beneficial to the individuals and company as well. The company
is able to innovate as there are new perspective and ideas given by the employees.
Besides, it also minimizes the employee turnover rate as employees are willing to work
and stay in the workplace because of the diversity. Other than that, it also helps GMB
to enter the new market as the employees with multiple religions will be using their
language skills for business collaboration. For example, the company will be arranging
the employee who knows about Japanese language to discuss with the Japan based
company for collaborations.

2. Provide training

GMB will provide training for the employees for the purpose of increasing the quality
of service and reduce the loss of customers. A greater productivity and better quality
of work performance will be shown when the employees are well-trained. Other than
that, the employees will be having high morale and work with a positive attitude as
there are proper training given. In addition, it helps to save time as the well-trained
employee will speed up the working procedure. For example, a trained housekeeper
can finish cleaning each room for 25 minutes.

3. Organise education programmes

Employees who continue education can improve the working performance. It is

because they are able to improve their skills and knowledge through the programme.
For example, learning extra language like Japanese language so it is easier for them
to communicate with Japanese supplier. Next, it will satisfy the employees as the
employees will that they are valued as the company is willing to invest in them.
Furthermore, the goals of GMB can be achieved in short period of time as the
employee with extra educations will work harder and smarter.
Task 2

Describe the employee engagement programme in GMB.

1. Weight Management Programme

This programme was held in Malaysia branch, it is to encourage a sustainable healthy

lifestyle and eating balance of their employees. This is a one-to-one consultations and
customised balance diet plan. Besides, this programme helps the employees to
manage their weight by eating healthy foods and exercise regularly. Nutritionist will be
hired for this programme and they will be providing personal diet strategy for each
person based on the body fat analysis. The employees can ask for advice from the
nutritionist.

2. Career Journey Programme

The objective of this programme is to provide the opportunities for the employees to
practice the skills, attitude and knowledge that must be involved for the next level of
their career. It was introduced in the United Kingdom branch.

3. National Insurance Programme

This programme was introduced in Bahamas branch and it benefits the non-
management employee. Through this programme, they will be getting medication
coverage.
Task 2

Discuss the advantage of Occupational Health and Safety Act 1994 that has
been adopted by GMB.

1. Minimize the number of accidents and injuries

By applying Occupational Health and Safety Act 1994, GMB will be providing safety
program to the employees. Therefore, they will be having the knowledge on safety and
they know what should be done in order to manage the risk. For example, before
entering to the kitchen, they should wear safety boots and uniform. This situation helps
both the employer and employees to be safe from the accidents.

2. Economic benefits

The company can save cost when the accidents and injuries are reduced. For example,
they do not need to pay medication bills, giving compensation and replacing broken
equipment with a new one. Other than that, the Occupational Health and Safety Act
1994 helps to increase the opportunity of investment for the company. It is because
the company that is well-inspected by the government will get the higher chance to be
invested by investor who is from other countries.

3. Protect employer and employees

Employer must be aware of the risk and putting the hazard sign in the workplace so
that the employees will pay more attention on their own safety. If the employee does
not care about the signboard and got injured from the risk. The employer is not liable
in this situation, and the employee is not be able to get compensation from the
company. If there are injuries and accidents happened, the employer must pay the
medication bills or giving compensation to the employees.
Task 3

Discuss a job description and person specification for the hotel and theme park
at GMB.

Job position in theme park

Job title: Amusement attendant

Job description: Amusement attendant is responsible on the functions of the ride by

ensuring the safety of the ride and controlling the ride operations. Besides, he or she
will assist the customers when they have any questions or issues. He or she will be
making sure that the cleanliness of the equipment in theme park is clean. In addition,
he or she should know the basic of so that they can practice it when there is accident.

Job duty and responsibility:

1. Provide information and details about the theme park to the customers.

2. Clean and maintain the cleanliness of the rides and the surroundings, and make
sure the rides function well.

3. Sell token to the customers who want to play the ride.

4. Give instruction to the customers by demonstrating on how to play the ride.

5. Monitor the ride to prevent any risks.

6. Provide safety tool such as safety helmet to the customers for safety purpose.

Job specification:

Employee Qualifications:

1. Diploma in Hospitality management

Skills and Abilities required:

1. Good communication skill

2. Good presentation skill

3. Having knowledge on safety rules and regulations

Job position in casino:

Job title: Gaming dealer

Job description: The gaming dealer is in charge of the table games and make sure
there is no cheating. Other than that, he or she will be informing the rules of game to
the players so that the game is always fair. He or she must be professional and able
to define winner by calculating the score immediately. As a formal gaming dealer, he
or she is required to get a license that proved by the government.

Job duty and responsibility:

1. Distribute cards to the players during games.

2. Identify and announce the winner after comparing the score among players.

3. Monitor the games and dismantle cheaters from games.

4. Check the game equipment and make sure it is function well.

5. Attract players to play the game.

6. Send reports about the gaming situation to the supervisors.

Job specification:

Employee Qualifications:

1. Diploma in Hospitality management

Skills and Abilities required:

1. Good communication skill

2. Good presentation skill

3. Good in calculation
Job position in hotel:

Job title: Hotel manager / General manager

Job description: The hotel manager takes responsible for all aspects of operations
at the hotel, to day-to-day staff management and guests. He or she must consist of
excellent leadership skills as hotel manager represents the image of the hotel and as
a role model for other employees as well.

Job duty and responsibility:

1. Ensure all decisions that he or she made are the best and benefits to the hotel.

2. Handle the customer complaints and monitor the service recovery procedures.

3. Attend meetings such as management meeting and department meeting with all
head of departments.

4. Give briefing to all head of departments such as Human Resource department,

Housekeeping department and many more.

5. Prepare monthly financial report and present to the hotel owner.

6. Responsible on the health and safety of employees and guests.

Job specification:

Employee Qualifications:

1. Bachelor in Hotel management

2. Degree in Business management

Skills and Abilities required:

1. Good written communication skill

2. Good interpersonal skill

3. Good computer system skill

Task 4

Explain THREE (3) benefits of training and development activities provided by

GMB to their employees.

1. Improvement of soft skills

The employee is able to improve their soft skill such as self-confidence and serve the
guests efficiently. Besides, teamwork is also one of the soft skills. The employee that
is well-trained will contribute to the team and discuss with the team as they believe
that problem can be solved when there is teamwork. Other than that, the employee
will complete the tasks on the time as a good and trained employee will have a good
time management and be motivated.

2. Success in business

An organization will become successful when there are well-trained employees. The
employees will be applying the skills and knowledge that have learnt through the
training on the workplace to ensure the good quality of product and service are offered.
In addition, the employees can also feel motivated and inspired to perform well in order
to meet the objective of an organization. When the goal is reached by the employees,
the shareholders for long-term investment will be guaranteed.

3. Minimize customer complaints

Problem-solving and communication skills can be improved in the training. Therefore,

they can solve the problems like customer complaints with a best way. Besides, they
will also have a positive attitude when serving customers. For example, greeting the
customers and willing to help them. This situation may reduce the customer complaints.
Meanwhile, it can increase the business and reputation will be improved as well.
References

Joakim Karlsson (2020) Diversity Matters: Why diverse talent is the future of your
workforce: https://www.ef.com/wwen/blog/corporate/diversity-matters/ [Accessed on
15 February 2020]

nibusinessinfo.co.uk (2019) Training your staff:

https://www.nibusinessinfo.co.uk/content/advantages-staff-training [Accessed on 15
February 2020]

Jim Vassallo (2015) Benefits of Workplace Education and Training:

https://www.business2community.com/human-resources/benefits-of-workplace-
education-and-training-01338458-education-and-training-01338458 [Accessed on 15
February 2020]

Aisyah (2012) Occupational Health and Safety Act (OSHA) 1994:

http://adminscience.blogspot.com/2012/09/occupational-safety-and-health-act-
osha.html [Accessed on 15 February 2020]

Job Description and Resume Examples (2019) Amusement Park Attendant Job
Description, Duties, and Responsibilities:
https://jobdescriptionandresumeexamples.com/amusement-park-attendant-job-
description-duties-and-responsibilities/ [Accessed on 15 February 2020]

OwlGuru.com (2019) Be A Gaming Dealer: What You Really Need:

https://www.owlguru.com/career/gaming-dealers/requirements/ [Accessed on 15
February 2020]

America's Job Exchange (2020) Gaming Dealer:

https://www.americasjobexchange.com/gaming-dealer-job-description [Accessed pn
15 February 2020]