HTM 130

INTRODUCTION TO HOSPITALITY INDUSTRY

SWISS-GARDEN HOTEL MALACCA

PREPARED BY:
ZULHAIRI BIN ROSLAN
2020955259

NUR HIDAYAH BINTI OSMAN

2020531397

ZAHIRA AQILAH BINTI MOHD ZAIDI

2020955435

NURNAJLA AMANI BINTI MOHD NAZRI

2020742987

NURSYAHIRAH NABILAH BINTI SHAHREEN

2020716743

PREPARED FOR:
MADAM ZAITY AKHTAR MUKHTAR

SUBMISSION DATE:
29 JUNE 2020

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INDEX

NUM. CONTENT PAGE NUMBER

1 Cover page 1

2 Introduction 3

3 Internal and external factors that lead people to visit Swiss-

Garden Hotel Malacca

a) Internal factors 4
• Property amenities
• Service management
• Architecture style

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b) External factors
• Environment
• Local food
• Social environment

4 Current and future trends adopted by Swiss-Garden Hotel

Malacca

a) System 6-7
b) Hotel and room facilities
• Gymnasium 7
• Premier lounge 7-8
• Basketball court 8
• Deluxe room 8-9
• Executive suite 9-10
• Family suite 10

c) Promotion 11
d) Food and beverage restaurants 11-12
e) Meeting and events 13

5 Conclusion 14

6 Appendixes 15-16

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INTRODUCTION

Swiss-Garden Hotel Malacca lives in the historic State of Malacca, invested with the spirit of
cultural diversity; it is a modern hotel offering a serene and luxurious retreat in the sky. Ideally
located overlooking Malacca’s UNESCO World Heritage zone, the opulent hotel, tallest in the
state boasts 306 guest rooms with well-appointed facilities and an adjoining shopping complex
allowing guests to enjoy best of both world. Swiss-Garden Hotel Malacca is situated around the
historical tourist sites of the state and the famous Jonker Walk of Malacca is just a 15-minute
walk from the hotel. Guests can also take a captivating stroll along the river bank which flows
around the hotel overlooking Kampung Morten, a traditional Malay Village amidst the city.
Swiss-Garden Hotel also provides many facilities that will make a new tourist feel amazed.

It is overlooking the historical Malacca River, Swiss-Garden Hotel Malacca welcome

guests with 2 Olympic-size infinity pools, a tennis court and free Wi-Fi access. It offers direct
access to the Shore Shopping Mall and Shore Oceanarium Complex. This modern building
stands tall at 32-stories. Guests can enjoy a drink and the view of Malacca from the in-house
Sky Garden rooftop bar. The property is only a 10-minute walk from the famous Jonker Street
and 901 meter from Christ Church and Sam Po Kong Temple. Kuala Lumpur International
Airport is 53 miles away.

Enjoying panoramic views of the ocean and Malacca River, rooms at Swiss-Garden
Hotel Malacca are elegantly furnished and fully air-conditioned. Amenities include a balcony, a
private bathroom, a DVD player and a comfortable seating area. Staff at the 24-hour front desk
can assist you with a meeting or banquet facilities and free private parking facilities. Both Asian
and international meals can be enjoyed at Coffee Terrence Cafe. For alternative dining options,
room service is available. Last but not least, children will enjoy the large wading pool available
on-site.

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INTERNAL AND EXTERNAL FACTORS THAT LEAD PEOPLE TO VISIT SWISS-GARDEN
HOTEL MALACCA.

a) Internal Factors

Property Amenities
There are variety types of amenities and attractions that have been found in Swiss-Garden
Hotel Malacca. One of the attractions in the hotel is children playground water. With the
existence of this playground water, the number of clients comprising children will be increasing
especially when it comes to school holiday season. Not only enjoying the playground water at
the hotel, it is also providing lounge for elders. Swiss-Garden Hotel can be among of the hotels
in Malaysia that would be the first choice of guests when holiday season because not only will
bring benefits for the elders but it also for the children too. Many types of rooms are available
depends on guests budget.

Service Management
In hotel industry, front desk play an important role in order to present the hotel image with their
employees’ personalities. Swiss-Garden Hotel’s front desk is operated 24-hours. It will be easier
for guests to ask any questions or solve their problems in the hotel. This will impress guest
expectations. Staff at the 24-hour front desk will assist guest with a meeting or banquet facilities
and free private parking facilities. Staffs are friendly and well trained. They are all efficient. This
five-star hotel also provides an exclusive map only for tourist. It will be easier for them to
discover interesting places and unique things in Malacca. All at once, the rate of the tourist visit
to Malaysia will increase. Good service management from Swiss-Garden Malacca lead the
visitor escalation.

Architecture Styles
Swiss-Garden Hotel Malacca offers contemporary lifestyle accommodation overlooking the
UNESCO World Heritage Sites in Malacca. The styles of this hotel are one of the attractions
among the guests. It is because this hotel is a modern hotel. Every people will definitely enjoy
their stay. Modern styles hotel will make the guests more comfortable with the atmosphere.
Each room has different design and it is also unique in order to increase the number of guests
and to impress them to stay in the hotel.

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b) External factors

Environment
Swiss-Garden Hotel is strategically located in Malacca city centre so it definitely becomes most
tourist accommodation. It is because famous attractions in Malacca are nearby the hotel. Places
of interest are Jonker Walk, Kling Mosque, Maritime Museum, Baba Nyonya Heritage Museum,
Menara Taming Sari and A-Famosa. This will be a chance for Swiss-Garden Hotel Malacca to
attract a large number of guests due to their strategic location as it is close to tourist attractions.
One of the main reason Malacca became a trading port is because of its river channel in the
city. The houses are all build around it that ship this historical site and the best way to see it is
by taking the river cruise. Malacca is the birthplace of Peninsular Malaysia. Important port city it
was colognized by various empires. This UNESCO heritage site is now one of the attractions
most visited places.

Local foods
There are many street foods around Swiss-Garden Malacca that giving tourist to experience
local lifestyles with Malaysian foods. Just five minutes away from the hotel, there is one of the
popular stalls called “capitol seafood “. This stall located at the back alley between to shop lots.
They specialize in steam and wall snail mussel and oyster. Besides that, Southern court
restaurant serve Chinese foods where tourist can experience eat local foods. Meanwhile, there
are also halal restaurants for Muslim which they can go to Asam Pedas Clay Pot Klebang, Sate
Kampung Jawa Restaurant, Mango Float Royale, Cendol Kampung Hulu and many more.

Social Environment
Social environment is important because it includes all relationships, institutions, culture, and
physical structures. Social environment consists of the traditions and customs of the society. It
includes the standard of taste, preference, living and education level of people living in the
society. Malacca is very famous and well known with the uniqueness. It has attracted many
tourists and made it one of the most fun places to travel. At Malacca, there are many overseas
tourists so people can get to know a reliable outsider. They are very friendly with the residents
so everyone can make friends with new people and it can improve the social environment.

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CURRENT AND FUTURE TRENDS ADOPTED BY SWISS-GARDEN HOTEL MALACCA.

a) System

Check-In
The system check-in at Swiss-Garden Hotel is depends on what time the customer wants to
check-in but usually the system on Swiss-Garden Hotel their starting check-in from 3.00 p.m. or
the customers can request early to check-in but they must to pay more additional fees if they
want to check-in before the designated periods. That property offers luggage storage for the
guest before check-in and the front desk is always open for the guest on day or night.

Check-Out
Check-out systems is same like check-in system, the system check-out is they depends on what
time guests want to go out from the room and it must before 12.00 p.m. This may be offered by
the property, subject to availability. The customers also can use the luggage storage provided
by the Swiss-Garden Hotel to store belongings prior after check-out. The hotel’s front desk
operates for 24-hours a day.

System Booking
The system booking at Swiss-Garden Hotel Malacca is online booking through their official
website. On the website, the customers have to choose the state place they want to go because
Swiss-Garden Hotel had many branches such as Swiss-Garden Kuala Lumpur, Genting
Highlands, Malacca and many more. Next, visitors need to put the date that they want to check-
in and check-out. Then, they have to check availability to view room rates and scroll down the
website to choose the room promotions. Furthermore, if guests want to view guestroom
information and facilities, they have to click any room that is available. Then, check and read the
term and condition, guarantee and cancellation policies. Book to make registration, then click
continue and the page will show “One final step” and click the “secure” and agree. Lastly,
customers should update and pay with credit card and the hotel will confirm for booking and all
information will update to the customers through email address.

Events and Meeting Reservation

To provide guests event with excellent service, Swiss-Garden Hotel Malacca will need some
information about the event guests are planning. Guests should fill out and submit the form on
official website to book the events. It will be the management pleasure to contact guests and
discuss any needs or concerns. The visitors are required to fill out their personal details, event

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management that they wanted to request, the events start date and end date, event type,
number of attendees and the number of accommodation rooms required.

b) Hotel and room facilities

Gymnasium
Swiss-Garden hotel provide gymnasium that located next to the water theme park at 9th floor.
Guest can enjoy spectacular view of Malacca city. After an enjoyable day of shopping and
exploring historic Malacca city, guest can come to the gymnasium to work out. Gymnasium is
the best place to spend leisure time and it is open every day because they welcome guest who
want to eliminate health and mind. Staffs at the gym also kind hearted and friendly. If guests
need their help or want suggestion to use the gym equipments, they can ask them directly. The
equipment is high quality together with high security. If unwanted incident happens, gym staffs
will quickly handle the situation.

Picture 1.0 shows fuller-equipped gymnasium.

Premier Lounge
Swiss-Garden Hotel Malacca are delight to welcome guests to the Premier lounge at 30th floor.
It is open daily from 09.00 a.m. to 11.00 p.m. and they provides daily evening cocktails with
canapes from 05.00 p.m. to 07.00 p.m. while other complimentary like unlimited internet service,
coffee, tea and non-alcoholic beverages served from 09.00 a.m. to 11.00 p.m. The dress code

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is strictly smart casual attire. The lounge is open to guests 12 years of age and above staying
on selected rooms.

Picture 2.0 shows an exclusive lounge.

Basketball court
This is half-court of basketball court with the size 42 feet by 50 feet. This basketball court has
good and clean environment. Guests will enjoy their stay by spend time play the basketball.

Picture 3.0 shows half-court of basketball court.

Deluxe room
The room provides a working desk and it has a charging station, a telephone and some basic
stationery. Swiss-Garden Hotel Malacca always offers a twin sharing category room that comes
with two single beds. Each single bed has three pillows and in between the beds is the light
controller console together with power supply. There is also a comfortable sofa in between the

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bed and the balcony. This room is 32 square meters big and it does come with a king size bed
category as well. Decked in warm colours, the room comes with a host of well-appointed
amenities, including a LED flat-screen television with satellite channels and high-speed internet
access to let guests stay connected throughout their stay. The washroom is separated into three
sections, it has a toilet with the water closet and next to it is the shower section that has the
rainfall top showerhead together with the hand help removable head. The vanity area has a
single marble basin together with all the usual tonic amenities. There is something special about
this washroom which is the bath tub which people do not find most modern hotel nowadays.

Picture 4.0 shows a modern room that really comfort and ideal for perfect holiday.

Executive suite
If visitors need something bigger, there is the executive suite with an attached living room and
dining area. The room also comes with a walk-in closet that will definitely satisfy guest spacious
needs. Room amenities include a tea making facilities, safe deposit box, iron and board, a hair
dryer and an emergency torch. All the rooms in Swiss-Garden have a balcony with a beautiful
view. This room is 55 square meters big and it comes with the option of a direct connection with
a deluxe twin room, making it the perfect weekend getaway with family and friends. The blend of
modern warm colours and the high-speed internet access make this the perfect suite for the
urban travellers.

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 Picture 5.0 shows a charming living room in executive suite.

Family Suite
Perfectly appointed for travelling with family or friends, the 95 square meter 3-bedroom suite is
the perfect choice offering spacious and fully self-contained apartment. The suite comes with
wide range of amenities including high-speed internet access, making guest stay an enjoyable
trip, giving them the comfort and a guaranteed pleasure. This family suite provides one king size
bed and two single beds. Maximum occupancy for this room is five persons only.

Picture 6.0 shows a spacious room for family.

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c) Promotion

Book Direct
If guests book directly through the official website, they will enjoy the exclusive benefits such as
receive a complimentary welcome drink at the Sky Garden. Next, guests will get discount
voucher for selected F&B outlets for 30% discount on selected menu at The Garden Terrace,
Sky Garden & The Sky Deli restaurant. Then, discount voucher for selected attractions will get
20% discount at the Shore Sky Tower, Toy Museum, & 3D Interactive Park. Furthermore,
exclusive accommodation offers can get 15% off and get to early check in hotel that availability
for weekday only. Lastly, there is no hidden fee because they do not charge any booking fee.

Package
Swiss-Garden Hotel Malacca provides a package called “Let’s Balik Kampung” for only
MYR130.00 per night. The benefits of this package are visitor can get complimentary welcome
drink, food and beverage discount voucher at Sky Garden. Next, they will get a discount
voucher for attraction such as, Toy Museum, 3D Interactive Park and Sky Tower. They can also
get complimentary like a Wi-Fi, complimentary last check out up to 2.00 p.m. and complimentary
usage of facilities deck at level 9. Last but not least, complimentary covered parking.
Meanwhile, the package “Room and Breakfast Deal” from MYR208.00 per night is basically
guests will receive same offer like package of “let’s balik kampung” but in this package, guests
will get a daily buffet breakfast for 2 persons only and get a discount vouchers for food and
beverage at Sky Garden and discount vouchers for attractions.

d) Food and beverage restaurants.

Sky Garden
This is definitely a destination restaurant. By all accounts, Sky Garden, set on the 30th floor of
the Hotel tower, is a stunner. Drink and dine while enjoying the view of Malacca town, breath-
taking sunset or the majestic city night view over the Straits of Malacca. We are open to create
the ambience for romantic dinner, private function or even a customize event of guests’ choice
exclusively on the 30th floor.

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 Picture 7.0 shows panoramic view at night.

The Garden Terrace

All guests can head down to The Garden Terrace at level 3A for having breakfast. Guest may
find a variety of food from cut meats, a salad bar with cheese and pickles. The pastry section
has freshly baked breads and cakes while the cereal corner provides different types of cereal
and milk. There are light selections of international dishes with on the spot make cooking
station. Guests may also indulge on local cuisine like nasi lemak that for sure they will fall in
love with. Freshly make juices are readily available with coffee machine for caffeine fix. Savour
the finest of local, western and fusion specialties as people dine and unwind at The Garden
Terrace Coffee House overlooking the iconic “Rumah Traditional Kampung Morten Malacca”
and the Malacca River.

Picture 8.0 shows The Garden Terrace Restaurant.

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e) Meetings and events

Grand Hibiscus Ballroom

The Grand Hibiscus Ballroom is a place in hotel which can accommodate up to 800 guests for
private and corporate events. To achieve total customer satisfaction, professional banquet
associates have to make sure all need of functions are tailored. All ballrooms boast a distinctive
state-of-the-art audio-visual facility. This Grand Hibiscus Ballroom also for wedding venue.

Picture 9.0 shows Grand Hibiscus Ballroom.

Multi-Functional Meeting Rooms

Have nine multi-functional meeting rooms in Swiss-Garden Hotel Malacca. Near the area
Malacca River and Malacca City Centre, has four of these meeting rooms are located on the
hotel 31st floor with a spectacular view of the Straits of Malacca. This is a good place for do the
conference.

Picture 10.0 shows a multi-functional meeting rooms.

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CONCLUSION

The management of Swiss-Garden Hotel Malacca informed that due to the uncertainty of
the rapidly changing COVID-19 pandemic, they would like to advise that they shall temporarily
halt their hotel’s operations until 30 June 2020. It is indeed not an easy decision to make but this
is necessary to ensure that the safety and well-being of the esteemed guests and team of staff
remains their utmost priority. While Swiss-Garden temporarily close doors, they hope that
Malaysian citizen maintain the vital steps of keeping themselves indoors and staying safe.
During the closer, the staffs are still reachable should guests have any enquiries and the official
website too will remain open. Updates will be made available from time to time on website.

In these challenging times, the management are appreciating the understanding and
support from their business partners as well as clients and trust that will emerge stronger after
this difficult period. Thus, their work commitments to all will still continue during this period of
time. Swiss-Garden Hotel Malacca management shall take the opportunity to upgrade the
products. They look forward to having guest back soon and being able to welcome the guests
with the same warm hospitality as always through their team of staff in their brand-new spirit.

They hope everyone practices proper hygiene etiquette and remains healthy. All guests
give the best rating in Swiss-Garden official website. Swiss-Garden Hotel is the most beautiful
hotel and easy to find the details on website. Swiss-Garden Hotel Malacca is unforgettable hotel
that placed at the most memorial places in Malaysia.

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APPENDIXISE

Picture 11.0 shows the ariel view Swiss-Garden Hotel Malacca.

Picture 12.0 shows the gym view.

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 Picture 13.0 shows a mini water theme park for kids.

Picture 14.0 shows Infinity lap swimming pool (indoor).

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