SBLE3153 HOSPITALITY ENGLISH (GROUP E)

SEMESTER SESI 2021/2022 (A211)

ASSESSMENT 4: HOSPITALITY ESTABLISHMENT REPORT

PREPARED TO:

MADAM HAFIZANI BINTI HAMID

PREPARED BY: GROUP 2

NO NAME MATRIC NO

1. MAIZURAH BINTI ABDULLAH 261400

2. NURUL AKMA BINTI MOHD RAZALI 270258

3. NUR AIN NABILAH BINTI ABDUL MUTA’ALI 270383

4. NUR ATIQAH DELIANA BINTI MOHAMAD MAZHAR 271443

5. DANIA NUR IMAN BINTI ABDUL RAZAK 272864

DATE OF SUBMISSION: 8th DECEMBER 2021

 TABLE OF CONTENTS

1. INTRODUCTION 1
2. SOCIAL REMEDIES 4
3. MEASUREMENT 7
4. CONCLUSION 10
REFERENCES 11
APPENDIXES 12
 1. INTRODUCTION

When you are not at home and pay to stay, the hospitality industry encompasses all of
the services you utilize during your visit, whether they are within or related to or offered
by the place of stay. The welcoming and entertaining of guests, visitors, or strangers is
defined as "the friendly and generous reception and entertainment of guests, visitors, or
strangers." Welcome, friendliness, helpfulness, warmth, greeting, kindness, and more
words are used to describe hospitality. Hospitality entails welcoming a guest and making
them feel at ease while they are visiting your place by attending to their needs. Hotel
management is not always an easy job.

Do you want to feel like you are at home but actually that you are at a hotel? Grand
Alora Hotel serves home like stay to their customers. Grand Alora Hotel gives business
and family travellers the feel of a home away from home. You are going to have the luxury
of living in the heart of the city of Kedah with top-notch security, and surrounded with
choices of restaurants, entertainment, and business outlets. Besides that, Grand Alora
Hotel has received so many positive reviews saying that it is a nice hotel and very well
equipped. People love to enjoy their holidays here and without doubt they will pay a visit
to this hotel some other day. Grand Alora Hotel is ideally placed in the heart of Alor Setar
City, opposite TESCO hypermarket. The building is located only 10 minutes away by car
from Shahab Perdana Bus Station. Kepala Batas Airport is only 20-minute drive away
while Langkawi International Airport is 73 km away from this hotel. You may want to
devour the Kedah local dishes and it only takes a walking distance to experience it.

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 This hotel can be accessed through travel agent booking or hotel websites. Grand
Alora Hotel is located at No. 888, Persiaran Bandar Baru Mergong, Alor Setar, Kedah.
This hotel can be contacted at 04-770 8888. The reasons for conducting this hospital
establishment report are to figure out the significant issues that usually happen in the
hospitality industry and to tell the readers what to expect in the hospitality industry.

Arrival, familiarisation, engagement, and departure are the four stages of the
commercial hospitality cycle. To begin, the stage of arrival refers to the time when the
front desk will greet you and begin the registration process. Because of the ongoing
pandemic, this property can only accept bookings for necessary travel or stays. On arrival,
you may be requested to show proof of this. Extra-guest fees may apply and vary
depending on the property's policies. At the time of check-in, special requests are subject
to availability. Special demands cannot always be fulfilled and may result in additional
fees. During this stage of arrival, the guest may inquire about their upcoming stay as well
as the hotel service standards.

The front desk is in charge of managing guest service and resolving guest
complaints in the second stage. The guest receives early information on the amenities,
mealtimes, and services offered by Grand Alora Hotel at this stage. The hotel employees,
for example, can provide information regarding the hours of operation of the outdoor
swimming pool, spa, laundry facilities, and restaurant. Grand Alora Hotel may be able to
make travel recommendations, as there are many interesting sites to visit in Alor Setar.
During this stage, the guest will interact with the front desk a lot about their own common
or individual queries, which the front desk employees should be able to manage quickly.

The following cycle is engagement, in which the guest gets a first-hand look at the
hotel services and amenities. During this cycle, hotel staff may interact with guests more
often. The Grand Alora Hotel offers a variety of amenities, including outdoor swimming,
a health club, a bar, a restaurant, a sauna, and more. Guests may like to indulge in the
onsite spa facilities to pamper themselves. There are four treatment rooms, including a
couple's room. Hot stone massages, facials, body wraps, and body washes are among
the treatments available.

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 During the guest cycle's fourth and final phase, i.e. departure, the guest services
and accounting components are completed. The guest vacates the room upon departure,
obtains an exact statement of the settled bills, returns the room keys, and departs the
hotel. When a visitor checks out, the front desk changes the room's availability and
informs the housekeeping crew. Grand Alora Hotel collects input when guests leave and
uses it to improve their services. Grand Alora will always make it a point to admit their
errors, including bad service and other unpleasant situations that may have happened
during the guest's visit. This is to prove that the Grand Alora Hotel pays attention to their
grievances because its guests are so important to them.

The hotel industry is one of the world's fastest-growing industries, and it has been
marked by technological developments. These advancements have made a huge
difference in terms of organization, efficiency, and customer satisfaction. They have,
however, brought with them major difficulties facing the hospitality industry, which have
had an impact on how hotels and other services are run. Bottlenecks are created as a
result of these challenges, preventing the expected growth. Hoteliers and hospitality
managers would have an obvious advantage over the competition if they had a better
understanding of these management difficulties.

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2. SOCIAL REMEDIES

I. Positive Review 1

“Comfortable and clean room”

Grand Alora Hotel also has many positive impacts that make many tourists
attracted to come there. One of them is a comfortable and clean room. This is
because before tourists come to stay at this Hotel, they will first see if the room is
clean or not. If the hotel is not comfortable, they will not be easily attracted and will
not visit. The hotel room is very comfortable and clean because the staff and hotel
manager always pay attention and care about cleanliness so that tourists who
come feel comfortable. It can also prevent illness due to the dirty environment.
When dirty, pests will like it and make the room more dirty thus making the tourists
who come uncomfortable. In addition, the Grand Alora Hotel also provides
comfortable enough beds for tourists so that they feel worthwhile when staying
there. This is because the comfort of tourists must be given priority so that it has a
positive impact on the hotel. Grand Alora Hotel provides many tourist needs in the
room so that they are comfortable during their stay. Requirements provided are
free bottled water, toiletries, hair dryer, daily newspaper, ironing facilities, air
conditioning, non-smoking rooms, desk, in-room security, wireless internet (free),
wake-up call, telephone, alarm clock, maker coffee or tea and flat-screen
televisions. These requirements are all provided by the hotel so that they feel worth
coming to this hotel and do not have to bring a lot of stuff when staying. Grand
Alora Hotel also provides cleaners to come and clean every day so that tourists
are always in a comfortable and clean condition. Cleanliness is very important to
be maintained at all times. This is because if tourists bring small children, they will
not be susceptible to disease germs due to the dirty environment. Therefore, if the
room is always in a clean condition, tourists do not worry about letting their child
play.

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 II. Positive Review 2

“Good value for money and location”

Then, a positive review for Grand Alora Hotel is good value for money and
location. This is because as a guest you will make sure to choose a hotel that has
good value for money and location. This will give satisfaction to the guest to stay
at the hotel. So Grand Alora Hotel has these features and is a guest’s choice to
stay at this hotel. Grand Alora Hotel also has an excellent location in Alor Setar,
Kedah. This is because Alor Setar is the capital of Kedah, so Alor Setar is a focal
point for residents and tourists. With the Grand Alora Hotel in the city of Alor Setar,
with the existence of a beautiful view from the window of the room, Grand Alora
Hotel will be the main choice of guests. When in the city, this area becomes the
focus of business and will have many shops and restaurants, so guests can find a
lot of eateries within the Hotel vicinity, on certain days there will be a night market
so guests have many food options such as local foods. Next, Grand Alora Hotel
also has ample parking and this will provide convenience to guests. This makes
the guest feel happy and worth it. Finally, Grand Alora Hotel is also opposite to
TESCO mall, this makes guests feel choosing the Grand Alora Hotel is the right
choice.

III. Negative Review 1

“Unfriendly Staff and Unprofessional”

The negative is unfriendly staff and unprofessional. Staff that are not polite
and professional in their work may affect the Grand Alora hotel rating since
customer service is not performed adequately. Staff who do not put family
difficulties aside in terms of work might disturb their job performance and have a
negative influence on the customer since the stress experienced by the staff is
released to the client. For example, clients who come to the hotel wish to question

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or inquire about lodging at the hotel, but the staff is not adequately serviced, so the
customers are unsure whether or not to remain at the Grand Alora hotel.
Furthermore, the staff is too busy performing a lot of work in the hotel, forcing them
to treat clients poorly and unprofessionally. Staff cannot split their time to do work
and service clients at the same time. This shows that the workforce is not up to the
task. Staff are overworked as a result of the hotel's inability to share work evenly
among all employees. Staff are unable to work professionally as a result of this.

IV. Negative Review 2

“Bad maintenance from hotel management”

The next negative review is bad maintenance. As we know, for the

hospitality industry, having good maintenance is a must in order to give the best
service and keep a quality service to the customers. Hotel maintenance involves
all of the activities that are performed in order to maintain and repair all of the
hotel's overall infrastructure such as housekeeping tasks and electrical
infrastructure. Based on the review, the customer finds it uncomfortable to stay in
the room beside the incomplete toiletries in the toilet. The room is also stinky due
to the carpet. Even though Grand Alora Hotel stated in their website while the
customers make a booking that the toiletries will be provided but unfortunately, the
toothpaste and toothbrushes are no longer furnished in the toilet. So, the
customers had to purchase their personal toiletries. Then, the water heater also
did not function, so the customers needed to take a bath in bloodless water. The
worst part is, the aircon in the bedroom is not functioning well and gets turned off
several times. The customer finds that this room in Grand Alora Hotel was not
service regularly. For this matter, the customer will sleep in an uncomfortable
bedroom due to the aircon problem. This incident must not occur in hotel
management because good maintenance is important for the hotel to serve the
customers.

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 3. MEASUREMENT

In the hotel business, the satisfaction and good experience from the customers are
the keys to the long-term success of the business. The proper steps should be taken to
ensure that the hotel business can develop service standards that emphasize exceptional
service for every customer. Based on the issues analysed due to positive and negative
reviews in Grand Alora Hotel, there are several recommendations that can be made to
enhance service quality in order to maintain the customer's satisfaction in the future.

Firstly and foremost, Grand Alora Hotel can still make improvements in terms of
comfort and cleanliness so that tourists who come to stay at the hotel feel more satisfied.
The hotel can add a set of dust detectors to detect dust and dirt so that the room is always
in a clean condition. Dust detectors should be provided in every hotel so that the dust we
do not see is sucked clean. When the room is clean and comfortable, the inhaled air will
also be fresh. Room size can also be expanded so that tourists feel more comfortable.
This is because if they carry a lot of stuff, they can put the stuff in another corner without
obstructing the trip. As the room becomes more spacious, the comfort of tourists will also
increase and this will make them come again to stay at the Grand Alora Hotel. Obviously,
some tourists will look at comfort and cleanliness before they plan to come on holiday to
a hotel.

Next, the hotel can improve and increase facilities, while maintaining all existing
facilities. The purpose is to maintain the position of Grand Alora Hotel to be the main
choice by tourists who want to come to Alor Setar, Kedah. The hotel can increase the
facilities in terms of products and services such as giving room discounts on certain days
or food and beverages at the hotel. Next, the hotel can also hold events to attract the
attention of the public such as breaking fast events, celebrations, and so on. This will
make the name of Grand Alora Hotel will always be mentioned and known by the public.

Besides that, the hotel management can give training for hotel staff. Providing
enough tools for staff development may go a long way toward cultivating a productive and
happy team. Employees that are well-trained equal a well-run hotel, and very minor

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expenditures may have a major influence in this area. Try offering professional
development, workshops, courses, or even an educational stipend to your staff. It's also
critical to keep them up to speed with corporate policy revisions and industry
advancements. Another part of staff training is delivering positive feedback. It may appear
easy, but constructive criticism is an art form that is critical to employee development.
Hold staff performance meetings as frequently as feasible, incorporating both good and
negative criticism as constructively as possible. Finish these sessions by assisting them
in setting personal objectives for progress. It is also critical to provide staff with
personalised assistance. Listening is essential in this situation. Paying attention to your
workers' interests and talents might help them prepare for progress in a field that is a
good fit for them. Paying attention pays off because individuals perform better when they
are doing something they enjoy or are naturally drawn to. For example, if one staff
member has a natural ability to connect with visitors, her customer service talents should
be maximised by boosting her guest-facing tasks. The same may be said for someone
who is skilled with statistics or has exceptional organising abilities.

Lastly, the next issue is related to bad maintenance from the hotel management.
For this matter, Grand Alora Hotel can take action by scheduling or coordinating the
housekeeping tasks and maintenance teams to ensure that they have a clear line of
communication regarding issues that arise in guestrooms. Scheduling work for both
housekeeping and maintenance employees is an important part of coordination. For
example, the maintenance team needs to do inspections for electrical infrastructures such
as aircon and water heater due to the customer’s complaint regularly. Grand Alora Hotel
can create a maintenance schedule for the maintenance team to do the inspection. In
many cases, a cleaning and maintenance staff may do their usual activities in the same
area at the same time, by doing a good coordination of housekeeping tasks and
maintenance schedule can also take advantage to optimize room availability and save
more time. Grand Alora Hotel also can provide training for their employees in order to
ensure that the housekeeping staff is regularly cleaning to appropriate hotel standards
and the maintenance team can perform well to do their tasks. Good training will produce
the best workers hence can increase the hotel performance.

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 Therefore, Grand Alora Hotel needs to take the best steps to improve their
management services. They also need to have a better understanding of the most
common problem that the guests are facing and plan the strategies to find the best
solutions. It is significant since the hotel's performance is heavily influenced by its degree
of customer satisfaction and experience. When the customers have a positive experience,
they are more likely to return and will recommend the hotel to their friends and family.

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 4. CONCLUSION

The hotel industry is one of the world's fastest-growing industries, and it has been
marked by technological developments. These advancements have made a huge
difference in terms of organization, efficiency, and customer satisfaction. They have,
however, brought with them major difficulties facing the hospitality industry, which have
had an impact on how hotels and other services are run. Bottlenecks are created as a
result of these challenges, preventing the expected growth. Hoteliers and hospitality
managers would have an obvious advantage over the competition if they had a better
understanding of these management difficulties.

When most people think of hotels, they see a glitzy 5-star resort staffed by staffers
that wear a perpetual smile and have a deep understanding of how to delight each and
every guest who walks through the door. While this may be the ideal scenario for a hotel
stay, dealing with hotel guest complaints is a common issue for those in the hospitality
industry, and you will need to work hard to ensure that the difficulties do not negatively
impact the brand (Deputy, 2019)

For a multitude of reasons, running a hotel is difficult. There are a lot of moving
components, and it seems like no matter how hard the work, a customer will always
complain about something. Grand Alora Hotel should be informed of all common
complaints to ensure they are well prepared and be ready to fix all the mistakes.

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 REFERENCES

Agoda. (2021). Grand Alora. Retrieved December 7, 2021, from

https://www.agoda.com/grand-alora-hotel/hotel/alor-setar-my.html?cid=1844104

Booking.com. (2021). Grand Alora. Retrieved December 6, 2021, from

https://www.booking.com/hotel/my/grand-alora.en-gb.html?aid=356980;label=gog235jc

Deputy. (2019, February 20). The 20 Most Common Hotel Guest Complaints. Retrieved
December 7, 2021, from https://www.deputy.com/blog/the-20-most-common-hotel-
guest-com

New, Clean and comfortable Hotel within Alor Setar, mdazlanq8, March 2014,

https://www.tripadvisor.com.my/ShowUserReviews-g298282-d5028567-r209411944-
Grand_Alora_Hotel-Alor_Setar_Kota_Setar_District_Kedah.html

What is the Guest Life Cycle in Hotels? | Q4Launch. (2019, September 24). Retrieved
from Q4 Launch: https://q4launch.com/blog/guest-life-cycle/

Sappatti, M. (2018, July 24). Why Having a Positive Brand Identity Is Important for the
Hospitality Business? | By Madhurima Sappatti | Heymojo | Medium. Medium.
https://medium.com/heymojo/why-having-a-positive-brand-identity-is-important-for-the-
hospitality-business-957d929a6bb3.

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 APPENDIXES

● Facebook Page : Grand Alora Hotel

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● Booking Sites: http://www1.grandalorahotel.com / www.agoda.com

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REVIEWS OF GRAND ALORA HOTEL

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