HOTEL MPLUS BOUTIQUE SDN BHD JOHOR

THIRUMAHAL A/P GOVINDAN

DIPLOMA IN MANAGEMENT

UNITAR COLLEGE JOHOR BAHRU 2019

1
DECLARATION PAGE

DECLARTION STUDENT

I Thirumahal Govindan, hereby declare that the presented report of internship tilted “FRONT OFFICE
AT HOTEL MPLUS BOUTIQUE (M+ HOTEL) is uniquely prepared by me after the completion of three
months” work at Hotel Mplus boutique.

I also confirm that, the report is only prepared for my academic requirement not for any other purpose
it might not be used with the interest of opposite party of the corporation.

thiru
…………………………………………….
THIRIMAHAL GOVINDAN
DIPLOMA IN MANAGEMENT
UNITAR JOHOR BAHARU

2
 ABSTRACT PAGE

FINAL REPORT OF THE PRACTICAL TRAINING

BY

THIRUMAHAL A/L GOVINDAN

This Final Report is submitted to Faculty of Business Administration,

UNITAR International University in partial fulfillment of the requirements for:

DIPLOMA IN MANAGEMAENT
UNITAR INTERNATIONAL UNIVERSITY
.

3
 DEDICATION PAGE

This Final Report is dedicated to:

My caring father, Govindan A/L Malaisamy who showed me the importance of

continuing education for the betterment of life;

My loving mother, Mrs Selvi A/P Sundram , who taught me the very essence of
a strong family institution; and

My lecturer, Puan Nur Azira Binti Ismail, who has so much to give but expect
so little in return

4
ACKNOWLEDGEMENT

I would like to express my utmost gratitude to Puan Asmah bt Sibin who have
individually given their guidance throughout the practical training period. I also
would like to say thank you to my colleagues as they help me so much during my
training.

I would like to express my appreciation to all lecturers and especially to my

supervisor Puan Nur Azira Binti Ismail from the Faculty of Business Administration,
UNITAR for their support and guidance in assisting me in my report writing.

I would like to extend my sincere gratitude and thanks to my parents for their
sincere support they have given. Without their support this report cannot done
completely. I will continue to work on to improve the knowledge that I have gained in
order to attain desired career objectives.

5
 TABLE OF CONTENT

CONTENTS PAGE/
NUMBER
Declaration
Abstract
Acknowledgement
List of Figure and tables
Chapter 1 : INTRODUCTION
1.1 Training date
1.2 Company
1.3 Supervisors
1.4 Responsibilities and task
1.5 Arrangement of report

Chapter 2 : BACKGROUND OF COMPANY

2.1 Company background
2.2 Organisation Chart
2.3 Mangement of hotel
2.4 online booking
2.5 Service at hotel

6
Chapter 3 : TRAINING EXPERIENCE
3.1 Responsibilities
3.1.1 Daily Work
3.1.1.1 Description of task
3.1.1.2 Problem encountered
3.1.1.3 Ways to overcome problems
3.1.1.4 Ways to improve tasks
3.1.2 Special assignments/project
3.1.2.1 Planning-Time Frames, Objectives
3.1.2.2 Organizing-Methods and tools used
3.1.2.3 Leading-Responsible people
3.1.2.4 Controlling-Problem encountered,
Ways to solve problems, evaluate
Success pf project
3.2 Lesson Learned
3.2.1 Skills developed technical,
communication human
3.2.2 Knowledge gained

Chapter 4 : TRAINING ASSESMET AND

EVALUATION

4.1 Training Assessment

4.2 Suitability of organization
4.3 Weakness Of Recommendation

Chapter 5 : Conclusion

7
CHPTER 1:
INTRODUTION

8
1.1 Training date

NAME DATE UNIT

THIRUMAHAL A/P 4th may 5th july FONT OFFICE

GOVINDAN

UNITAR COLLGE JOHOR

BAHARU

Table 1.1 Training Date Schedule

9
1.2 COMPANY

Figure 1.1 Logo

HOTEL PLUS HOTEL (783532-M) 16&18 JALAN SILC 1/14

ADDRESS : KAWASAN PERINDUSTRIAN SILC 79200 NUSAJAYA
JOHOR

TELEPHONE NUMBER : 07 509 9090

FAX NUMBER : 07 209 9090

EMAIL ADDRESS : frontoffice@mplushotel.com.my

COMPANY MAIN ACTIVITIES : Home stay and staying guest by night

Table 1.2.1 Logo and Company Details

10
1.3 SUPERVISORS

Within the training period, I was assigned to report to

NAME : MISS DEVAYANI A/L PALAISAMY

DESIGNATION : Admin Executive

ORGANIZATION : Hotel MPLUS SDN BHD

PHONE NUMBER : 0113171512

EMAIL : devayani0715@gmail.com

OFFICE ADDRESS : 16 & 18 JALAN SILC 1/14 KAWASAN

PERINDUSTRIAN SILC 79200 NUSAJAY JOHOR

They supervise me thru out my internship program at Hotel Mplus SDN BHD.
They were very kind and encouraging Their guidance and patience during my
practical period helps me to learn and perform with less stress and complication.
They also taught me on how to encounter problems during the whole program
and gives me the opportunity to learn and experience the entire working
environment. I am very grateful to them. Furthermore, my supervisor from
UNITAR, Madam Nur Azira Binti Ismail who guide me with persistence.

11
1.4 RESPONSIBLITES AND TASK

In the Hotel Mplus Johor (M+HOTEL) the trainee was placed in the Front Office unit because this unit
is a major course Diploma in E-Secretary. The trainee scheduled for 3 months practical in this unit. In
addition, there are two operating units namely the front office and administrative and financial unit.

The front desk clerk is a position that is commonly found in the hotel and health care
industry. The front desk clerk responsibilities comprise attending the guests, understanding their
requirements, providing them with the necessary information, directing them to the concerned
personnel, etc. If you have good interpersonal communication skills with some basic education and
are willing to learn new things and adapt to the changing situations, then handling the front desk clerk
duties would definitely be much easier. Though this is an entry level position that essentially requires
him/her to handle the basic front end duties, it is a crucial position in the organization, as he/she is
the first person to be responsible for impressing the guests and creating a positive image of the
organization.

Key Responsibilities of a Front Desk Clerk

The front desk clerk is responsible for handling the reception, administrative and some of the
accounting duties as well. He/she is responsible for welcoming the guests, serving them,
promoting the services of the organization, maintaining hospitality at all times, and
interacting with them in a courteous, friendly manner, both on the phone as well as while
interacting with them face to face. This, he/she needs to perform some basic, but very
important duties and to understand them in a better way, let us have a look at some key
responsibilities that are mentioned below:

1. To welcome the incoming guests by immediately acknowledging their presence with a

pleasant smile
2. To anticipate the needs of the guest and to provide them assistance by allotting guest
rooms based on their budget
3. To follow all the procedures of the organization with respect to check in and check
out procedures, understanding the concerns of the guests and sorting them out,
accepting the payment by check or cash mode, etc.
4. To handle the incoming calls and to provide accurate details regarding the facilities,
rates, amenities, etc.
5. To handle the mails and route the incoming calls to the concerned person in the right
department, to handle the fax operations, voice mail system and assist the guests in
retrieving the messages
6. To be responsible for adhering to all the rules and regulations of the organization and
set as a role model for the other staff members.

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1.6 ARRANGEMENT OF REPORT

The arrangement of the report is a comprehensive summary of chapter one until chapter
five. For chapter one is an introduction where trainee starts industrial training at Hotel Masai
Utama (M+ HOTEL) and supervisor is DEVAYANI GOVINDAN who is responsible for signing
trainee weekly log book in this chapter trainee includes some of knowledge for three months
in (M+ HOTEL).

For chapter two, trainee declares the information of Hotel Masai Utama Johor such as
background, mission & vision and logo used. In this chapter also trainee explain the system
used, customer who came deal with the service provided in (M + HOTEL)

For chapter three is divided in three, the first is the responsibility of undertaking industrial
training, special assignments / projects and lesson learned. In this chapter trainee mentioned
the assignment for three months at (M+ HOTEL) Johor. For the past three months trainee
also experienced some difficulty in the assignment and looking for a solution the problems
encountered. Trainee can explain how organizing work on controlling the current situation.
Lastly from this chapter trainee can develop skills in the application of theory that learn in
class practical work situation and also develop skills and techniques directly their careers

Other than that, industrial training the scene of responsibility and also expose real work
environment experience and by going industrial training, trainee learn a new potential and
general knowledge also will increase levels of academic performance since already did a hand
on in working.

In chapter four is training assessment and evaluation where trainee submit the assessment of
the training supervisor and manger be examined and state the weaknesses of
recommendation in the office of Hotel Masai Utama (M+ HOTEL).

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CHAPTER 2
COMPANY BACKGROUND

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2.1 COMPANY BACKGROUND

I choose Hotel M+ HOTEL Johor which is located In 16&18 jalan silc 1/14kwasan
perindustrian silc nusajaya gelang patah JOHOR BAHARU. I thankful them to give me a
opportunity to handle events and also gain a different types of experiences.

Figure 2.1.1 view of hotel

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2.2 ORGANIZATIONAL CHART

MR CONG SOON CHEN

(EXECUTIVE MANAGER)

MISS DEVAYANI
Mr JACKY (GENERAL MANAGER) FARAH ABDULLAH
Mr ALLAN
(ADMIN EXECUTIVE)
Mr LEE
(CEO OF HOTEL)
THIRUMAHAL
THIAGU
DINESAN
(FRONT OFFICE

2.2.1 Organizational chart

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2.3 MANAGEMENT SYSTEM

In our hotel management used a system that is called easy system is written for small hotel
operations such as motels, budget hotels, bed and breakfast. This software is designed to be easy
and can be installed easily.

• set room types

• set seasons price weekdays and weekend rates)
• billing – per person, per day, combination set early check in
• book multiple rooms
• guest history
• scan or capture from webcam, images of guest documents
• read machine readable passports – OCR and auto face detection
• register guests using MYKAD reader
• print nice looking bills
• reports

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 start

log in to the
finish
system

room
data process selection
produce

make a room
guest upate
check in
procedure
produce

Flow chart 2.3.1 Check In Guest Room

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 pre
arrival

depature arrival

in-house

Flow chart 2.3.2 Guest Cycle Stage

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1. PRE- ARRIVAL
• reservation

2. ARRAVIAL

• Registration
• Room assignment
• issuance of room key
• baggage handling

3. IN HOUSE
• Mail and message handling
• guest account
• safe deposit

4. DEPARTURE
• preparing the guest bill
• settlement of guest account
• future reservation

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2.4 ONLINE BOOKING

We provide two company to guest online booking that is:

• AGODA
• EXPEDIA
• Ctrip

FIGURE 2.4.1 ONLINE RATING

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2.5 SERVICE AT HOTEL

• Here got 5 types of rooms we provide to customer. There are below:

Single room
• ( RM 70.00 ) per night one single bed only.

Figure 2.5.1 Single Rooms

• Superior Room

• RM 90.40 per night 2 single beds

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 Figure 2.5.2 Superior Room

• Deluxe Room
• (RM 77.80) per night 1 queen bed.

Figure 2.5.3 Deluxe Room

• Executive suit

• (RM 150.90) per night 1 single bed and 1 queen bed

Figure 2.3.4 Executive suit

23
 • Family room

• (RM 200.00) per night 2 queen bed

Figure 2.1.5 Family Suit

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CHAPTER 3

25
3.1 Responsibility

The front desk clerk is responsible for handling the reception, administrative and some of the
accounting duties as well. He/she is responsible for welcoming the guests, serving them,
promoting the services of the organization, maintaining hospitality at all times, and
interacting with them in a courteous, friendly manner, both on the phone as well as while
interacting with them face to face. Thus, he/she needs to perform some basic, but very
important duties and to understand them in a better way, let us have a look at some key
responsibilities that are mentioned below:

1. To welcome the incoming guests by immediately acknowledging their presence with a

pleasant smile
2. To anticipate the needs of the guest and to provide them assistance by allotting guest
rooms based on their budget
3. To follow all the procedures of the organization with respect to check in and check
out procedures, understanding the concerns of the guests and sorting them out,
accepting the payment by check or cash mode, etc.
4. To handle the incoming calls and to provide accurate details regarding the facilities,
rates, amenities, etc.
5. To handle the mails and route the incoming calls to the concerned person in the right
department, to handle the fax operations, voice mail system and assist the guests in
retrieving the messages
6. To be responsible for adhering to all the rules and regulations of the organization and
set as a role model for the other staff members.

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3.1.1 Daily Work

• Greet the guest on their arrival.

• Politely confirm the details of guests with confirmed reservation.
• Politely confirm the details of guests with confirmed reservation.
• Check the availability of rooms in case of walk ins.
Notifying housekeeping of all check outs, late check outs, early check ins
• Assign rooms & call the bell boy to escort guests to their rooms.
• Use upselling techniques to sell expensive rooms & also to promote other hotel services.
• Coordinate room status updates with the house keeping department.
• Process guest check out requests.
• Post all the credit charges to the guest folios (bills).

3.1.1.1 Description Of Task

The front desk clerk is a position that is commonly found in the hotel and health care industry.
The front desk clerk responsibilities comprise attending the guests, understanding their requirements,
providing them with the necessary information, directing them to the concerned personnel, etc.

27
3.1.1.2 Problem Encountered

• Reservations issues. “Whether the reservations agent, the front desk associate or the guest
made a mistake during the reservation process, the front desk associate will take on the
challenge of correcting the issue,” says Kidd. “This can range from having a room with the
appropriate bed-type, a suite, a preferred view, a preferred floor, or connecting to another
room.”

• Loyalty programs. “Front desk associates are responsible for ensuring that guests with loyalty
status receive the appropriate perk or providing additional perks to resolve a guest’s problem.
The perks and resolutions range from room upgrades and welcome gifts to additional loyalty
points,” says Kidd.

• Guest room issues. “If something is wrong with the guest’s room, or if the guest has
questions about the room, the first point-of-contact is the front desk associate. Generally, the
front desk associate has the responsibility of coordinating guests’ comments and complaints
to the correct personnel in other departments to address issues and manage service
recovery. Guests’ calls can include a TV or lamp that is not working, a need for more towels or
a different type of pillow, assistance with in-room technology or heating and air-
conditioning,” says Kidd.

• Hotel services and amenities. “Front desk associates are also the first point-of-contact for
guest’s questions regarding in-house restaurants, lounges, fitness centers, swimming pools,
retail shops, and other hotel amenities. Likewise, if the guest has a problem with any of these
services, the front desk associate usually receives the feedback and is empowered to address
and resolve the issue or to get resolution from management or another department,” says
Kidd.

• Billing questions. “As guests’ check-out, questions about charges to their bill are handled by
the front desk associates. Guests will sometimes have questions about state and local taxes,
resort charges, restaurant and bar charges, and technology charges,” says Kidd. “Front desk
associates will verify the accuracy of the charges and explain anything that is unfamiliar to the
guest.”

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3.1.1.3 Way to Overcome The Problem

1. Identify the issues.

• Be clear about what the problem is.

• Remember that different people might have different views of what the issues are.
• Separate the listing of issues from the identification of interests (that's the next step!)

2. Understand everyone's interests.

• This is a critical step that is usually missing.

• Interests are the needs that you want satisfied by any given solution. We often ignore
our true interests as we become attached to one particular solution.
• The best solution is the one that satisfies everyone's interests.
• This is the time for active listening. Put down your differences for awhile and listen to
each other with the intention to understand.
• Separate the naming of interests from the listing of solutions.

3. List the possible solutions (options)

• This is the time to do some brainstorming. There may be lots of room for creativity.
• Separate the listing of options from the evaluation of the options.

4. Evaluate the options.

• What are the pluses and minuses? Honestly!

• Separate the evaluation of options from the selection of options.

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3.1.2.4 Ways to improve task

1. Improve listening skills and then coach others to do the same

We all need to not only hear but listen with better intensity. The front desk is
the communication centre of every hospitality property. It is the financial centre
for reservations and much of the cash activity at many properties. A front office
manager must be able to overseer both guest and staff interaction to insure
proper guest service and procedure. Guide those staff that need it, coach,
appropriately and increase the two-way communication cycle.

2. Work towards customer delight

In any hospitality property, customer service is supreme. The only method that
will ensure your guests are satisfied with the service provided by the front desk
is if you value your guests.

• Each guest has to be treated professionally and courteous.

• Be sure you have time to hear the tiniest problem and resolve it.
• When you make commitments to customers, – meet them.
• Train your employee’s to check in guests quickly and also accelerate the
check out as fast as possible.

3. Make sure you and your staff know everything about the
property & services

The most obvious requirement for any successful front office manager is to
know all the details about the hospitality properties product & services.

• Personally inspecting every type of accommodation in your hotel. Learn

the differences and potential benefits of each type and how they can be of
value to different customers. This tour should be monthly or even weekly
to keep you aware of changes in the property and can also help
management to be better aware of potential problems.

30
 • Maintain your awareness of the property of the whole. This includes
parking areas, public areas, access points to the hotel and the all-
important curb appeal.
• If you have work with an adjacent restaurant or another external service
that is part of your offerings, regularly assess their quality and how it
affects your guests’ satisfaction.
• Effective front office managers take pride in their property and often offer
to assist senior management in room inspections or in the sales effort as
appropriate.

4. Make sure you know everything about the services and

product of those properties that you are competing with

As in the preceding strategy, effective front office managers know who their
competition is, and everything about them. They learn their strengths and
weaknesses and plan accordingly as they try to increase market share at the
expense of their competitors. It is not the sole responsibility of the “sales” team
or general manager to be part of the Upselling effort – successful front office
managers embrace the mantra “Everyone Sells.”

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3.1.2 Special Assignment

3.1.2.1 Planning

To plan for front office staff must promote other profit centers of the hotel. This planning
includes setting objectives, brainstorming areas for promotion, evaluating alternatives, drawing
up budgets, and developing an evaluation tool for feedback. Without a plan, a point - of - sale
front office will have little chance of being successful. This plan should be developed in
consultation with hotel management, department managers, and frontline employees from
various departments. Team members are selected to assist in ensuring that a workable,
profitable plan is developed.

3.1.2.2 Organizing
The organization chart in Figure depicts a typical organization of staff for a front office manager. The
staff includes desk clerk, cashier, reservations manager, concierge, night auditor, telephone
operator, bell staff, room key clerk, and elevator operator. Not all of these positions are found in
every lodging establishment. In some operations, the front desk clerk acts as desk clerk, cashier,
telephone operator, and reservations clerk, as required by the volume of business. Many large, full -
service hotels employ the complete staff as listed.

Staffing the front desk positions incurs a cost to the lodging establishment. The front office manager,
in consultation with the general manager, usually prepares a personnel budget that is related to
salary levels throughout the lodging establishment.

The responsibilities of the front office staff are quite varied. The position of the desk clerk can
encompass many duties, which typically include verifying guest reservations, registering guests,
assigning rooms, distributing keys, communicating with the housekeeping staff, answering
telephones, providing information about and directions to local attractions, accepting cash and
giving change, and acting as liaison between the lodging establishment and the guest as well as the
community.

3.1.2.3 Leading

Generally, the term "front office lead" refers to the person who is responsible for administering and
managing workers in an office with a front office or front desk. Front office leads may be front office
managers or they may simply be in charge during their shifts. Often, front-office lead workers are
responsible for a number of administrative tasks, as well as customer care and managing other employees.

32
3.1.2.4 Controlling

It is the duty and responsibility of the front desk staff to ensure the right guest is given the key
to his room and his safety and security pertaining to issuance of key is not compromised or
violated during his stay in the hotel.
Front Desk Agent should never give keys, room numbers, messages, parcels or mails to any
person without first requiring appropriate identification.
For Security reason hotels uses at least three types of keys, Emergency Key, Master key and
guest room keys. Types of keys used may vary hotel by hotel but the process of handling them
remains pretty much the same.

3.2 Lesson learned

Plan your product knowledge information. Create some sort of a database where you will
keep all important information about the hotel, about your outlets and the F&B menus,
meeting rooms and ballrooms, special promotions, contact information of team members,
important forms that you will be using, etc. Make sure it’s easily accessible to all your
employees on a shared network drive or as a hard copy in a folder.

If possible create a user-friendly plan of floors and rooms with the description of various
window views the guests will see from their rooms. It is for your team members to use as
they must be experts in the main product they are providing for the guests – hotel rooms.
Your Property Management System will have this functionality, however, see if you can
create a more interactive and visually appealing plan in an external application, like
PowerPoint.

Your Property Management System must be set up and configured in advance. In my

example, I will refer to Opera PMS. The configuration of Opera is crucial. Try your best to
have all features, specials, floors and floor plans, connecting / interconnecting rooms,
financial transactions codes and Opera reports set up at least 2 months before you open, so
you do your training and pre-opening simulations on a real system.

33
3.2.1 Skills developed

• Communication
is critical for hotel front desk employees. They speak with guests in person and over the
phone all day, so it is important that they speak clearly and maintain a positive tone.

• Friendliness
front desk employee is typically the first person a guest sees upon entering a hotel.
Therefore, front desk workers have to be extremely welcoming. A good guest services
employee greets every guest with a smile and a friendly word.

• Organization
Front desk employees are always multitasking; they must answer phones, greet guests,
answer questions, check out customers, and more. Being organized allows a front desk
worker to juggle these multiple tasks.

3.2.2 Knowledge gained

Professional communications

Working in a professional setting for the first time can be difficult to get used to. But it is the
best way to learn how to navigate the working world through real-life, hands-on
experience.One of the most valuable skills you will gain from an internship is the ability to
speak with people in a professional setting. Discussions with bosses or coworkers are
different from discussions with lecturers or fellow students,After your internship, you should
have a better idea of the appropriate way to behave as a professional. This will help you a lot
when you start interviewing for jobs because you will be more confident and will sound more
mature and experienced in a business setting .

Taking constructive criticism well

Naturally, no one likes to be criticised and performance evaluations can be quite scary. You
will probably make a few mistakes and receive constructive criticism about your work from
both your colleagues and your boss.Always remind yourself that it’s not personal. It is for
your own good and growth and it will improve the quality of your work.

34
Independence

Often, we think being spoon-fed is the way to learn, but working independently has proved
to be very important. Your internship will teach you to make my own decisions and do things
on your own.Being able to work independently with little guidance is very important in the
working world.

Making connections

In addition to the people who will be your references in the future, try to leave your
internship with new connections: senior employees, clients, fellow interns, etc.These people
can provide guidance, advice and help you in future job searches. Keep them in the loop on
where you are in your career, and offer to help them whenever you can.To do this, you’ll
need to make an effort during the course of your internship to build relationships with
people around the office.

35
CHAPTER 4

36
4.1 Training Assessment

During the training period in office of Hotel mplus botel Johor for fourteen weeks that has a lot of
information that trainee got. Trainee has indicated the work environment here. Trainee also made
observations as training assessment.

First the team spirit is very important in every individual on licensing unit, found this attitude indeed
applied by cash employee, regardless of rank for any given task are related each other. For example
all the staff worked tirelessly ensure the success of a hotel guide license. Clearly, even if every
employee has a different ask but, every employee is able handle other task as well as trained so
capable.

Other than that close relationship between the worker is determining success on all division unit
also establish friendly relations with the customer come office everyday which will take an
exemption. Every division unit always satisfy with customers who come provide all information
required by the customer in connection with the application for exemption check in, check out and
home stay.

4.2 Suitability of organization

The organization became one of the catalysts the growth of the hotel industry in the johor state as a
role model for Hotel Masai Utama organization directly involved in the spatial opritunities for the
public get involved in the hotel business responsible for licensing of tour operating companies and
regulating the current performance of the company in order be competitive in the industry.

37
4.3 Weaknesses of recommend

As worker in Hotel Masai Utama or negative parts of the hotel/entrepreneurship are listed down. For
example-Bad location of the hotel, high cost structure, poor reputation etc.

Hotel industry is getting shirked because of the depression in the spending power of the
consumers and decrease in the room occupancy in the all hotel. Various company also
decreasing the number of business trip by its executive in order to cost cutting so that
respective company can survive in the recession.

This Factor including the reputation of the brand incurred in the market in that geographical
area, type of the hotel i.e. is it a small-medium or a chain hotel? Geographical coverage of
the hotel in the area, quality of the rooms and services.

The major hotel chains simply do not have the bandwidth to market to these locally based
audiences. Itis up to the franchised hoteliers to identify and approach these local markets. As
mentioned, the Internet is the preferred communication and marketing medium for all of
these important customer segments. If you do not "speak" to each of these audiences, you
will lose most of them to your competition.

38
CHAPTER 5

39
5.0 Conclusion

All thanks to The God, for allowing me to finally managed to do my case study within the
periods given. It was such a great, wonderful and joyful experience for me as it was the hat
we cannot expect what we had learned at the college must be totally the same like what
happen in a real life. Now, I truly understand that, doing a case study is not as simple as
everyone was thinking about as to complete it we need to be hardworking, full of courage,
knowledge and wisdoms, humble and responsible in every action that we want to take. Being
friendly to everyone and kind-hearted will help us to get a full cooperation from many people
that will surely help us directly or indirectly to do the case study. Even though to finish this
case study is very hard and full of challenges, I am proud of myself as I able to conquer my
laziness and sleeping habits and change it into some good actions that eventually brought me
to the end of the my case study.

40
5.2 Reference

ttps://www.google.com/search?q=how+to+overcome+problem+at+work&rlz=1C1RLNS_enMY
740MY740&oq=how+&aqs=chrome.0.69i59l2j69i57j0l3.3109j0j8&sourceid=ch

https://www.google.com/search?ei=NOEcX9rtMo-
o9QP3_I_oDw&hotel_occupancy=&q=hotel+m+plus+website&oq=hotel+m+plus+website&gs_lcp=C
gZwc3ktYWIQAzoECAAQRzoLCC4QxwEQrwEQkwI6BggAEBYQHjoICCEQFhAdEB5QtS5Yi3Bgp3VoAnAB
eACAAYYBiAHqBZIBAzkuMZgBAKABAaoBB2d3cy13aXrAAQE&sclient=psy-
ab&ved=0ahUKEwja14Hb5unqAhUPVH0KHXf-A_0Q4dUDCAw&uact=5

41