INDUSTRIAL TRAINING REPORT

SANI HOTEL KUALA LUMPUR

NURUL IZZAH BINTI ABD SAMAD

JAMALUDDIN

REPORT SUBMITTED IN PARTIAL FULFILMENT FOR

THE BACHELOR IN TOURISM PLANNING AND
DEVELOPMENT (HONOURS)

UNIVERSITI KUALA LUMPUR BUSINESS SCHOOL, KUALA LUMPUR

MALAYSIA

2022

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 TABLE OF CONTENT

NO CONTENT PAGES
DECLARATION i

ACKNOWLEDGEMENT ii

ABSTRACT iii

CHAPTER 1 : INTRODUCTION
1.1 Offer/ appointment letter from company/ reply letter. 9
1.2 Objectives of internship (requirement by UniKL). 10-11
1.3 Location of internship (company’s name and address). 12
1.4 Position assigned. 12-13
1.5 Supervisor/s name and roles. 13
1.6 Gantt Chart of the Internship. 14-15
1.7 Job specification and task. 15-17

CHAPTER 2 : COMPANY BACKGROUND AND

PORTFOLIO
2.1 Company’s Name And Principal/CEO Name. 18-19
2.2 Company’s Logo And Meaning. 19-20
2.3 Company’s History, Vision, Missions. 20-21
2.4 Description On Company’s Business Activities And 22-28
Product/Services.
2.5 Company’s Recognition, Reward, Professional Membership. 28-29

2.6 Company’s Maps And Location. 30

2.7 Company’s Overall Organization Chart And Description Of 30-31
Departmental Roles.
2.8 Company’s Specialty And Expertise. 31

CHAPTER 3 : JOB SPECIFICATION AND DAILY

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 ACTIVITIES
3.1 List Of Activities/Project/Responsibility/Outcome. 32-34
3.2 Methodology And Job Procedure. 35
3.3 Highlight Of Project. 35-37
-Project Name.
-Purpose/ Objective And Expected Outcome.
-Your Responsibility And Task.
3.4 Supervisor Evaluation On Trainee’s Job Performance. 38

CHAPTER 4 : COMPANY’S SUITABILITY FOR

BTPD’s INTERNSHIP
4.1 Company’s activities in relation to BTPD Program Learning 39
Outcome (PLO).
4.2 Job specification/task in relation to BTPD’s course Learning. 40
4.3 The company’s evaluation on trainee performance. 41
4.4 Trainee’s assessment on the company’s supervision. 42
4.5 SWOT analysis on BTPD program for internship. 43

CHAPTER 5 : COMPANY ANALYSIS

5.1 Assessing SWOT analysis. 44
5.2 Strategic portfolio analysis. 45
5.3 The industry analysis. 45
5.4 Competitor and customer analysis. 46
5.5 Operation and management. 47
5.6 Company’s positioning and future. 47

CHAPTER 6 : INTERNSHIP EVALUATION

6.1 Expectation before internship 48
6.2 Evaluation after internship 48-49
6.3 Working experience obtained during internship. 49-50
6.4 Company’s suitability for internship. 51
6.5 Impact towards BTPD’s program. 51-52
6.6 Sustainability of BTPD in relation to industry 53

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6.7 Impact of internship to career development. 53-54

CHAPTER 7 : ISSUES AND CONSTRAINTS

7.1 Issue in identification of internship placement. 55
7.2 Social, financial and cultural factors. 56
7.3 Organizational and operational factors. 56-57
7.4 Others 57

CHAPTER 8 : RECOMMENDATION
8.1 Recommendation on specific strategies for company’s 58
successful operation in marketplace.
8.2 Recommendation for competitive advantages of company. 58-59
8.3 Upgrading BTPD program based on internship 59-60
experienced/feedback.
8.4 Suggestions in improving project or tasks assigned. 60

CHAPTER 9 : CONCLUSION
9.1 Based on discussion in 4, 5 and 6 above. 62
(Brief summary- maximum 100 words)

REFERENCE 63

APPENDIX 64-65

LIST OF FIGURES

Figure 1 Acceptance from UNIKL Business School 9

Figure 2 Offer letter from Sani Hotel Kuala Lumpur 10
Figure 3 Company Logo of Sani Hotel Kuala Lumpur 12
Figure 4 Location on map 12
Figure 5 The picture of my industrial supervisor 13
Figure 6 Travel packages 16

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Figure 7 Invoice 17
Figure 8 Ramadhan buffet 2022 and package stay and dine 17
Figure 9 Company’s name 18
Figure 10 Chief Executive Officer’s name (CEO) 19
Figure 11 The logo of Sani Hotel Kuala Lumpur 20
Figure 12 Sani Hotel Building & Hotel Room 25
Figure 13 De’daun Café at Sani Hotel Kuala Lumpur 26
Figure 14 Business Event at Sani Hotel Kuala Lumpur 26
Figure 15 Bus Sani Express 28
Figure 16 The awards that they achieved for Bus Sani Express 29
Figure 17 The location and maps of Sani Hotel Kuala Lumpur 30
Figure 18 The organizational chart of Sani Hotel Kuala Lumpur 30
Figure 19 The corporate structure for Sani Hotel Kuala Lumpur 31
Figure 20 Ramadhan Buffet Sani Hotel Setup 35
Figure 21 Rumah Terbuka Buffet Sani Hotel Setup 37
Figure 22 Supervisor evaluation on trainee’s job performance 38
Figure 23 Sani Hotel Kuala Lumpur Building 64
Figure 24 Dedaun café Sani Hotel Kuala Lumpur 64
Figure 25 Sani Hotel Kuala Lumpur Room 65
Figure 26 Concierge service 65

LIST OF TABLE

Table 1 Gantt chart of the internship 14-15

Table 2 Description of task/activities 32-34
Table 3 SWOT analysis on BTPD program for internship 43
Table 4 SWOT analysis on company 45

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DECLARATION

I am Nurul Izzah Bt Abd Samad Jamaluddin hereby declare that the present report of
the Internship is entitled “Industrial Training Report Sani Hotel Kuala Lumpur”.
Except for the references, which have been acknowledged in the bibliography, I
assert that all of the parts of this report are indeed the result of my work.

I prepared this internship report after the completion of three months of work at Sani
Hotel Kuala Lumpur. As well as I clarified that this report was prepared solely for
my academic course requirement and no other purpose.

NURUL IZZAH BT ABD SAMAD JAMALUDDIN

62216119698
Bachelor in Tourism Planning & Development
Date: 8 June 2022

This report was read and verified by:

Date: 3 June 2022

(MOHD ZHAFAR IQBAL BIN AB

WAB)

Executive Human Resource Department

Date:

(ASRA ZALIZA BINTI ASBOLLAH)

University Supervisor Lecturer of UniKL Business School

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ACKNOWLEDGEMENT

Alhamdulillah praise is to Allah S.W.T, our creator. Finally, I am so happy and

blessed that I have managed to submit my internship report and complete my
industrial training successfully with Allah’s blessings. I would like to thank Him for
giving me good health and the ability to complete this industrial training and
internship report peacefully and well before the due date. My name is Nurul Izzah
Binti Abd Samad Jamaluddin, my ID number is 62216119698 and my course was
Bachelor in Tourism Planning and Development (Honours). I have to undergo
industrial training at Sani Hotel Kuala Lumpur, the address was number 63, Jalan
Putra, Chow Kit, 50350 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur for 16
weeks starting from 14 February 2022 to 6 June 2022.

First and foremost, I would like to thank the company at Sani Hotel Kuala Lumpur
for accepting and allowing me to undergo industrial training here. Next, I would like
to express my gratitude for the cooperation, guidance, encouragement, and ideas that
were bestowed upon me during my industrial training at the Hotel. Indeed, all of the
experience and understanding that has been given to me will be put to better use in
my future as I prepare to enter the working world. Finally, I would like to express my
appreciation to the members of my department who assisted me during my internship
at the Sani Hotel Kuala Lumpur. I also would like to thank Mr. Mohd Zhafar Iqbal
Bin Ab Wab, my supervisor at Sani Hotel, for allowing me to do industrial training
in their facility. I was able to do my internship at the Sani Hotel Kuala Lumpur for
three months and half. Finally, there is a lot of knowledge that I have gained, as well
as more experience and information from my supervisor.

Finally, I would like to thank my academic supervisor, Madam Asra Zaliza Binti
Asbollah, for always being there to help and guide me when I wasn't sure how to do
this report, as well as my family for their support and encouragement throughout this
industrial training. Do not forget to mention my friends who are also helpful
throughout the training period. Not only that, the industry also provides a lot of
assistance, guidance, and information that assisted me in completing and preparing
this industrial training report. Thank you incredibly much.

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ABSTRACT

This internship report was written to document the relevant information of my

practical training at the Sani Hotel Kuala Lumpur in Chow Kit, Kuala Lumpur. This
report will cover the details of my internship in the Sani Hotel Department for 16
weeks which began on 14th February 2022 till 6 June 2022 at Sani Hotel
Management Department. Students who are undertaking the Bachelor of Tourism
Planning & Development are compulsory to undergo industrial training at any
tourism and planning Industry Company for 16 weeks before graduating.

Students are free to choose any tourist industry or decision - making industry
organisation to do their industrial training. This is to ensure that students are
exposed to tourism and planning-related work rather than other non-tourism-related
work. The goal of this students will undergo to expose students to real-world work
situations, allow them to gain a good understanding of the course they are taking, and
provide them with the necessary work-related training in the planning and tourism
industries.

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CHAPTER I: INTRODUCTION

1.1 Offer / appointment letter from company / reply letter

Figure 1: Acceptance from UNIKL Business School

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 Figure 2: Offer letter from Sani Hotel Kuala Lumpur

1.2 Objectives of internship

Industrial training is a hands-on experience that every student must go through. This
is a training that encourages students to develop about real-world employment. The
practical industry is a phase of work occurrence that being provided by the company
employer to students just to ensure they will get expose to the real working
environment which can relate their course of study. Internships can last just less than
a week or as long as a year, hence in my case, my internship at Sani Hotel Kuala
Lumpur will last three and a half months, beginning on February 14th, 2021
completing on June 6th, 2022.

Furthermore, this internship can provide students with opportunities to apply their
knowledge and skills gained while studying on campus in a working environment, in

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keeping with the UniKL motto, "Where Knowledge is applied." Hence, students may
also be able to expand their knowledge given by the company. In addition, industrial
training is a platform to make students more productive in a highly skilled society to
make students better workers around the work environment through their “hands-on”
activities. Students can use this experience when training and use it as a platform to
go further in the future. Aside from that, internships emphasise moral standards and
professional competence such as time management, employment manner, teamwork,
and creditability, which can help students develop a positive character.

Furthermore, the practical training fosters a positive relationship between UniKL and
the practical companies involved, as they both share a social obligation. Internships
are one way for UniKL to identify industries' current needs and, as a result, improve
any weaknesses discovered. As an outcome, the University will be able to enhance
its education system and start producing the prompt graduate students that the
industry requires.

The following are the objectives proposed by University Kuala Lumpur Business
School:

1. Instill confidence in student’s implementation work.

2. Follow safety rules while at work and submit reports and assignments.

3. Continue to incorporate in students the value of industrial training.

4. Informing students about the realities of the workplace.

5. Participate in real-world industrial to gain real-world knowledge.

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1.3 Location of internship

• Company’s name and address

Figure 3: Company Logo of Sani Hotel Kuala Lumpur

Figure 4: Location on map

Company’s name: Sani Hotel Kuala Lumpur

Address: 63, Jalan Putra, Chow Kit, 50350 Kuala Lumpur,

Wilayah Persekutuan Kuala Lumpur.

1.4 Position assigned

My position at Sani Hotel Kuala Lumpur during my internship was as an assistant to

the management officer in Sani Hotel Kuala Lumpur. My scope of training was more

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to the management Hotel and slightly related to my course of study at UniKL
Business School. My job is to assist and contribute to the management office team at
Sani Hotel Kuala Lumpur. The task was to carry out the responsibility to ensure that
the entire hotel operations run smoothly.

Next, they assigned me to do posters and itineraries for Bus Sani Express packages
to various destinations such as Pulau Perhentian, Pulau Redang, Pulau Kapas, and
many more. I also was given a task to design travel packages to post out on the
Facebook account Sani Hotel for promotion purposes. Next, I was assigned to make
invoices for customers, data entry, file sales documents, answer customers’ calls,
make customer bookings for a hotel room, event reservations, Ramadhan buffet
2022, and many more.

1.5 Supervisor/s name and roles

Figure 5: The picture of my industrial supervisor.

Name: Mr Mohd Zhafar Iqbal Bin Ab Wab

Job specification: Executive Human Resource Department

Roles:

1. Hire the right employees.

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2. Process payroll.
3. Maintain employee records.
4. Contact disciplinary actions.

1.6 Gantt chart of the internship

NO TASK F MARC APRIL MAY J

E H U
B N

WEEK 34 1234 1234 1234 1

1 Introduction To Sani Hotel Kuala

Lumpur And Ice Breaking With The
Management Staffs.
2 Briefing Work Scope.

3 Make A Poster And Package

Itinerary To Pulau Perhentian.
4 Poster & Itinerary And Search For
The Price Rate (Resort) For Poster.
6 Filing Documents For Parking Ticket
Sales, Cafe Sales And Room Sales For
Sani Hotel (Dec 2021).
7 Filing Documents For Parking Ticket
Sales, Cafe Sales, And Room Sales
For Sani Hotel (Jan 2022 & Feb
2022).
8 Poster And Itineraries For Other
Packages.
9 Make Customer Invoice For Sani
Hotel.
10 Make Customer Invoice For Sani
Hotel.
11 Make a bible (Booking reservation

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 book for tea break, event booking
and café booking).
12 Make Data Entry (Room Sales).

13 Make A Poster And Package

Itinerary To Pulau Redang.
14 Make government invoice for room
booking using promotion stay and
dine (sahur and berbuka) (Local
Order.
15 Filling out a bank account statement
(list of transactions for a bank
account).
16 Prepare bible (booking reservation
for event, hi-tea break, rumah
terbuka buffet for Raya).
17 Design a list of menus for menu tea
break, menu Malay buffet, and menu
high-tea.
18 Preparation of working paper
reports.
19 Doing slide for presentation.

Table 1: Gantt chart of the internship

1.7 Job specification and task

My job specification and the task at Sani Hotel Kuala Lumpur was the assistant to
the management of Sani Hotel Kuala Lumpur. The task given is very flexible as I can
do the task based on my study course and new knowledge based on the staff teaches
me throughout the internship period of three months and a half. The task was to carry
out the responsibility to ensure that the entire hotel operations run smoothly.

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Next, they assigned me to do posters and itineraries for Bus Sani Express packages to
various destinations such as Pulau Perhentian, Pulau Redang, Pulau Kapas, and many
more. I also was given a task to design travel packages to post out on the Facebook
account Sani Hotel for promotion purposes. It includes the services, activities,
itineraries, and what is included and not included in the packages provided by Sani
Hotel Kuala Lumpur. Below are the examples of packages that I have made during
the internships.

Figure 6: Travel packages

Next, I was assigned to make an invoice for a customer’s hotel booking. A hotel
invoice is a receipt that gives a guest a statement and all the details of the fees
charged for room booking and other services. It is merely evidence of the guest's
payment. An invoice would include the room booking as well as the hotel's services
that are billable to customers. I also needed to make a copy of the invoice to post out
to the customers. This invoice is only for the government’s company’s request.
Below is the example of the invoice that I made.

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 Figure 7: Invoice

Other than that, I was assigned to make data entries, file sales documents, answer
customers’ calls, make customer bookings for a hotel room, event reservations,
Ramadhan buffet 2022, and many more.

I was assigned to do the preparation and set up for Ramadhan Buffet 2022 at the
lobby hotel. The decoration was prepared by me and the F&B staff. Not only that but
I was also been given the task to prepare a list of menus for the main course and
desserts for the buffet Ramadhan 2022. All the staffs were very helpful in helping me
toward the task given.

Figure 8: Ramadhan buffet 2022 and package stay and dine

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CHAPTER II: COMPANY BACKGROUND AND PORTFOLIO

2.1 Company’s name and Principal / CEO name

Figure 9: Company’s name: Sani Hotel Kuala Lumpur

2.1.1 Chief Executive Officer (CEO) Sani Hotel Background

The chief executive officer, Puan Ida Nureeni Ismail has been assigned to be the
Group Director, Finance and Business Development for 2015. She started to joined
Sani United Berhad since year 2005, when the company was based in Ukay Perdana,
Ampang, Selangor, and worked as the Personal Assistant to the founder of the
company, which is Dato' Wan Mohamamad Sani bin Salleh. She was in charge of
developing and implementing a complete and accurate internally and externally
business initiatives to boost up Sani United Berhad's and its investments' revenue and
profits.

She is fully involved in fulfilling and planning for various business plan initiated by
the founder of Sani United Berhad. She is indeed publicly responsible for strategic
planning, expansion of business, and the development and expansion of new
investment opportunities and strategies. She is always up to date on organisational
issues and has a thorough understanding of the organization's mission and goals. In
2020, he was appointed as the Chief Executive Officer of Sani Hotel & Travel Sdn

18
Bhd, which focus entirely on management, finance, exploration of various business
opportunities and development of Sani Hotel & Travel Sdn Bhd.

Figure 10: Chief Executive Officer’s name (CEO)

Ida Nureeni Ismail

2.2 Company’s logo and meaning

Sani Hotel Kuala Lumpur has created its logo that shows the identity of this
company. The choice of the red colour is their trademark which follows the colour of
the hotel building itself and their other product such as their bus express. Firstly the
reason they created the logo is that it is easy and simple to recognize the company
brand for their customers. It is one of the ways that can easily attract customers’
attention. Next, they design the logo for Sani Hotel Kuala Lumpur that is easy to
remember and pronounce to everyone once they saw the logo. Lastly, the meaning of
the logo is the identity of the company with the word “Sani” and red colour. Hence,
they can grow their business by capturing new customers with a logo that speaks to
them.

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 Figure 11: The logo of Sani Hotel Kuala Lumpur

2.3 Company’s history, vision, missions

 History of Sani Hotel Kuala Lumpur

The history of Sani Hotel & Travel Sdn Bhd (formerly known as Sani Hotel Sdn
Bhd) was established on 1 April 2009. The establishment is the result of the initiative
of the founder of Sani United Berhad, Dato 'Wan Mohammad Sani bin Dato' Salleh,
who has successfully established a transportation network express bus namely Sani
Express Sdn Bhd. Following on from the success of Sani Express Sdn Bhd, he plans
to further expand Sani's business network by establishing Sani Hotel Sdn Bhd and
Sani Travel Sdn Bhd.

On 5 November 2019, Sani Hotel Sdn Bhd and Sani Travel Sdn Bhd were merged
into Sani Hotel & Travel Sdn Bhd. The establishment aims to further develop the
hotel industry, express bus public transport, and tourism. The merger also aims to
standardize management under one roof as well as to ensure that hotel,
transportation, and tourism plans can be coordinated more effectively.

The three main focuses of Sani Hotel & Travel Sdn Bhd in 2021 are:

1) Boost the hotel industry, especially after the Sani Hotel Kuala Lumpur has fully
completed the renovation work and the addition of various types of facilities for
those who stay at the Sani Hotel Kuala Lumpur. New concept rooms that give a
difference to those who stay here. Sani Hotel Kuala Lumpur also focuses on family
accommodation, business accommodation, social accommodation, and upgrading

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facilities such as cafes suitable for the whole family, and social and business
meetings.

2) Sani Hotel & Travel Sdn Bhd will focus on the express bus public transport
industry. Sani Hotel & Travel Sdn Bhd is in the process of applying for a permit and
operator's license from the Land Public Transport Agency (APAD). If this
application is approved by APAD, Sani Hotel & Travel Sdn Bhd is ready to operate
and provide the best service to passengers. The main focus of the route is the Klang
Valley, North, and South to various tourist destinations on the East Coast such as
Kuala Besut, Kemaman, and so on. This operation will also boost the tourism sector
in the areas concerned.

3) The domestic tourism sector will also be emphasized Sani Hotel & Travel Sdn
Bhd is the legal holder of a tourism license by Motac. The interconnected industries
implemented by us are seen to have a very positive impact, especially on the
economic and tourism sectors in Malaysia.

• Vision of Sani Hotel Kuala Lumpur

To make the Sani Hotel & Travel Sdn Bhd brand a wholly Bumiputera-owned hotel
comparable to other international hotel brands.

• Mission of Sani Hotel Kuala Lumpur

1) To ensure that Sani Hotel & Travel Sdn Bhd's hotel, transportation, and tourism
services are the main choice of Malaysians.

2) Ensure the quality of hospitality, gastronomy, transportation and domestic tourism

provided by Sani Hotel & Travel Sdn Bhd meet the highest needs of Malaysians.

3) Provide the best satisfaction, comfort, and service to the customers of Sani Hotel
& Travel Sdn Bhd.

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4) Service delivery that emphasizes customer comfort, and efficient service
management and ensures that customers provide positive feedback on the
improvement of service quality.

2.4 Description on company’s business activities and product / services

1. Sani Hotel Kuala Lumpur

Sani Hotel, a newly designed three-star hotel with a five-star concept, offers
incredible great privilege, contentment, and pleasantness. Sani Hotel has expanded
its hotel room accommodations for its valued customers in multiple categories. The
categories offered are standard room, deluxe room, deluxe queen, and standard twin.
There are 137 room accommodations available to stay with family and friends. Not
only that, Sani Hotel Kuala Lumpur provides complete amenities and facilities for
their beloved customers to enjoy and experience. They provide suitable facilities and
amenities to all of the hotel elements which are their accommodations, café (food
and beverage), and the conference rooms. Moreover, this hotel location is very
strategic to the tourism elements which are the 5 A’s (Accommodation, Attraction,
Activities, Amenities & Accessibilities). For example, the convention and exhibition
centres which are the Putra World Trade Centre and Putra Mall Shopping Centre are
only within walking distance which is ten minutes from Sani Hotel Kuala Lumpur.
Next, it is very convenient for the customers to take public transport as it only takes
about 10 minutes away from the public transportation which is the Light Rail Transit
(LRT) station and the PWTC Commuter station.

Sani Hotel, a brand new three-star hotel with five-star concepts, offers incredible
great privilege, convenience, and pleasantness. Sani Hotel does indeed have 137
accommodations in multiple categories, all of which have coffee or tea makers.
Guests can watch cable Television as well as YouTube clips. Sani Hotel cordially
invites our guests to take advantage of our services, which include hotel
accommodations, seminars, and food and beverages. Sani Hotel Kuala Lumpur
provides an ideal gathering place, service, and amenities for any type of seminar.
Sani Hotel Kuala Lumpur has the functional hall that customers require, together
with respect and consideration and professionalism can learn to know from Sani

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Hotel Kuala Lumpur. Sani Hotel is an ideal choice of accommodation because it is
located in Kuala Lumpur's business and shopping district. Guests will have easy
access to all of the city's exciting activities.

The famous Putra World Trade Centre, Sunway Putra Mall, and GM Plaza are all
within five minutes of the Sani Hotel. Berjaya Times Square, Sungei Wang Plaza,
The Petronas Twin Towers, Pavilion Mall, and the Bukit Bintang area are all within
3 kilometres of this modern structure. In addition, we are only 46 kilometres from
Kuala Lumpur International Airport (KLIA). This hotel, like others in the area, has
accessibility to all forms of public transport, which would include Light Rail Transit,
monorail stations, and an express bus station, all of which are within walking
distance.

Sani Hotel This 3-star hotel offers several facilities and services to consider making
your visit to Klang Valley more enjoyable. The 137 rooms each have an LCD plasma
screen television, a hairdryer, a hot and cold shower, wireless internet access, a
minibar, and a safe deposit box. This hotel also offers a variety of function rooms for
your meetings, conferences, and as well for events. A transport system to tourist
destinations is also available.
De'daun Café, the in-house “halal” certified restaurant, serves local Malaysian
flavors as well as popular Western cuisine. Room service is also available for
additional dining options. At Sani Hotel, you'll find unrivaled service and a truly
prestigious address.

 Future planning for Sani Hotel Kuala Lumpur

For Sani Hotel, the management will focus on the best service to customers staying
at the Hotel. They have prepared their future planning for the Hotel starting from the
year 2022 until 2030. The future planning for Sani Hotel Kuala Lumpur as stated
below:

(2021-2022)

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  Renovation of rooms, cafe, lobby, and upgrading of facilities at Sani Hotel
Kuala Lumpur.
 Chatime franchise operations in the hotel lobby will provide new facilities to
customers and surrounding residents.
 Business recovery plan as a result of Covid-19 through more aggressive
marketing to promote brand new rooms and cafes to new and regular
customers.
 Promote family zone karaoke centre.
 Express bus service fully using Sani Hotel & Travel Sdn Berhad's permit.
 Open for various types of employment opportunities for Malaysians.

(2023-2025)

 Make exterior renovation work of Sani hotel Kuala Lumpur such as

repainting the building, installation of digital board (billboard) LED, and
installation of the facade that will attract visitors to Sani Hotel Kuala Lumpur.
 Exploration of new hotel ownership on Langkawi Island and Perhentian
Island.
 Business exploration of event management and catering wholly-owned Sani
Hotel Kuala Lumpur.
 Aggressive promotion to overseas customers through MOTAC and MATTA
Fair.
 Participate in various local and international tourism campaigns.
 Express bus services increased to 25 buses and the exploration of various new
tourist routes in Peninsular Malaysia.
 Offer more employment opportunities for Malaysians.

(2026-2030)

 Exterior and interior renovation work are in line with the concept of "Sani
Hotel Kuala Lumpur 2030".
 Ownership and operation of hotels in Langkawi Island and Perhentian Island
as well as exploration of new hotels such as in Johor Bahru and Terengganu.

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  Build, complete, and operate a 25 -story 5 -star hotel in Kuala Lumpur
complete with various international standard facilities such as a convention
center and so on.
 Listing Sani Hotel Kuala Lumpur & travel on the Malaysian stock exchange.
 Express bus services increased to 40 buses and the exploration of various new
tourist routes in Peninsular Malaysia.
 Offer more employment opportunities for Malaysians.

Figure 12: Sani Hotel Building & Hotel Room

2. De’daun Café Sani Hotel Kuala Lumpur

De’daun cafe at Sani Hotel Kuala Lumpur serves a variety of traditional Malay
menus, especially for customers who want to taste authentic Malay cuisine directly
from the kitchen of Sani Hotel Kuala Lumpur. The cafe also provides various food
reservations, catering services for various food delivery events, and so on. This
upgraded cafe is ideal for customers who want to hold social and business meetings
and enjoy a casual meal with the family.

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 Figure 13: De’daun Café at Sani Hotel Kuala Lumpur.

3. Business Event at Sani Hotel Kuala Lumpur

Next business activities provided by Sani Hotel Kuala Lumpur are the business
event. It is available for client and customers to make reservation venues and
convenient event services provided by Sani Hotel. This is a best choice for hosting
events such as seminars, corporate events, conferences and meetings. The hotel's
available venue can facilitate approximately to 250 people. A diverse variety of
facilities and amenities are available to make someone corporate event or event a
success, including a projection screen or Led indicator, free Wi-Fi, meeting
stationery, and audio-visual equipment.

Figure 14: Business Event at Sani Hotel Kuala Lumpur

4. Bus Sani Express

Sani Express operates using seven Scania double-decker buses owned by Sani Hotel
& Travel Sdn Bhd and 58 buses using Sani Express Sdn Bhd and Sani United Berhad

26
permits. It also focuses on tourist routes from the Klang Valley to Kuala Besut
(Pulau Perhentian). It also uses the Sani United Berhad permit, in the process of
obtaining approval to use the Sani Hotel & Travel Sdn Bhd permit. Next, the Sani
Express company plans to add ten buses by the end of 2021 by focusing on tourist
hotspots such as Kuala Besut (Pulau Perhentian), Kuala Berang (Tasik Kenyir),
Kuala Perlis (Pulau Langkawi). In addition, they also plan to exploring new routes
and destinations such as Putrajaya, Desaru, Johor Bahru, Melaka and others that aim
to increase the domestic tourism industry.

The holding company for the Sani Express bus brand is Sani United Berhad. They
are constantly in charge of providing bus services from Klang to Malaysia's east
coast and northern regions. Sani Express, founded in 2006, is a fast-growing
company that has earned the trust and popularity of Malaysians, particularly those
from Peninsular Malaysia's East Coast. Sani Express online bus tickets are now
available on their website, where customers can easily check Sani Express bus
schedules and book tickets.

Sani Express has always planned to improve and expand its services by trying to add
more areas and routes since its beginnings in 2006. Beginning with their bus services
travel routes from Kuala Terengganu, their red buses are now well-known in Kota
Bharu, Kuantan, and the northern region. Popular Sani Express bus services that can
be booked online include those from Kuala Lumpur to Terengganu, Kota Bharu, and
other states. Sani Express has used double deck buses to accommodate more
travellers due to increased market demand. Nonetheless, Sani Express is able
continue providing quality and dependable service to their passengers.

 Sani Hotel & Travel Sdn Bhd route plan 2021 & 2022

KAJANG / KLANG
KUALA BESUT

PUTRAJAYA
JERTEH

KUALA LUMPUR (TBS)

PASIR PUTEH

AJIL
27
 MELOR

BUKIT PAYONG
KOTA BHARU

SETIU
PASIR MAS

JERTEH
TANAH MERAH

KAMPUNG RAJA
SUNGAI PETANI

KUALA BESUT
ALOR SETAR

PASIR PUTEH
JITRA

CHANGLUN

KANGAR

KUALA PERLIS

Figure 15: Bus Sani Express

2.5 Company’s recognition, reward, professional membership

1) The MIROS SSG Award

In 2013, the Malaysian Institute of Road Safety Research (MIROS) introduced

Safety Star Grading (SSG) system-based approach to encourage safety practices
among all bus service operators and SANI Express made history by being the first
Express Bus service to get a 5-star grading in 2016. This consumer-based program

28
was created to provide the general public with knowledge on the safety performances
of bus operators when deciding which express bus to choose for their travel.

Sani Express will be able to proudly display its safety award to market its services as
a premium operator since passengers will want to be assured of a safe journey in a
bus that is equipped to offer that. Apart from benefiting from the marketing value of
the 5-star rating, SANI Express will ensure its safety rating is maintained through
continuous and meticulous maintenance of its all-Scania fleet. Without a doubt, our
Scania buses played a vital role in our success in getting the SSG 5-star award from
MIROS. All the built-in safety features in our Scania double-deckers coupled with
our well-trained drivers will ensure that our buses will continuously be regarded as a
safe ride to our passengers, said Iskandar.

Figure 16: The awards that they achieved for Bus Sani Express

Sani Hotel Kuala Lumpur also has received many awards by many e-marketing
platforms. The awards and recognition are listed below:

1. Top 25 Hotels in Malaysia, TripAdvisor.

2. Best conference venue hotel in Malaysia.
3. Best business hotel in Malaysia.
4. Best culinary experience in Malaysia.
5. Best city hotel in Malaysia.
6. Receive the best industry excellence award.

29
2.6 Company’s maps and location

SANI HOTEL
KUALA LUMPUR

Figure 17: The location and maps of Sani Hotel Kuala Lumpur

2.7 Company’s overall organization chart and description of departmental

roles

Figure 18: The organizational chart of Sani Hotel Kuala Lumpur.

30
 Figure 19: The corporate structure for Sani Hotel Kuala Lumpur

2.8 Company’s speciality

Speciality

 Strategic location for customer to stay that complete with 5 A’s elements
which is (Amenities, Activities, Attractions, Activities, and Accommodation,
Accessibility).
 Convenient location in central Kuala Lumpur.
 The public transport system is easily accessible with PWTC LRT station
located nearby.
 Comfortable accommodation with the standard of accommodation at this
hotel.
 Room rates for all rooms are very affordable price and good value for money.

31
CHAPTER III: JOB SPECIFICATION AND DAILY ACTIVITIES

3.1 List of Activities / Project / Responsibility / Outcome

During my internship, my job specification and the task at Sani Hotel Kuala Lumpur
was the assistant to the management of Sani Hotel Kuala Lumpur. The task given is
very flexible as I can do the task based on my study course and the new knowledge
based on the staff teaches me throughout the internship period of three months and a
half. The task was to carry out the responsibility to ensure that the entire hotel
operations run smoothly. There are a few lists of activities that I have done during
my 16 weeks in Sani Hotel Kuala Lumpur. The list of activities is as below:

No. Description of task/activities

Month - For the first day was the ice-breaking session with Sani Hotel staff.
1 - Briefing work scope.
- Meet Stuff from other departments (F&B and Front Office).
14/2- - Make poster and itinerary (search for the price rate (resort) for
28/2 poster).
- Filing documents for parking ticket sales, cafe sales, and room sales
for Sani Hotel (January and February 2022).
- Make customer invoice for Sani Hotel.
Month - Make a summary of parking sales.
2 - Make customer invoice for Sani Hotel.
- Filing documents for parking ticket sales, cafe sales, and room sales
1/3- for Sani Hotel (Feb 2022 & Mac 2022).
31/3 - Key in the system summary of room sales for Sani Hotel Kuala
Lumpur (start from January).
- Make data entry (Room sales).
- Make an itinerary and package 2022, 3 days 2 nights for Pulau
Redang.
- Make a quotation for lunch arrangements booked for 120
customers.

32
 - Prepare a logbook for coffee house and event hall booking. (April,
May, and June 2022).
- Answering customer's call for quotation lunch for 150 pax.
- Prepare a banquet kit 2022 (Menu tea break, Menu Malay buffet,
Menu buffet, Menu hi-tea, Menu BBQ set, Menu western set).
- Prepare a list of menu desserts for buffet Ramadhan.
Month - Printing a copy of the invoice for hotel booking.
3 - Set up for Ramadhan Buffet 2022 at the lobby of Sani Hotel Kuala
Lumpur.
1/4- - Set up the decorations for Ramadhan in the lobby.
30/4 - Filing Room sales and Cafe sales April 2022.
- Invoice for room booking.
- Create a list of menu for breaking the fast in Ramadhan 2022.
Month - Filing document for customer's invoice for room booking.
4 - Continue completing filing (room sales and cafe sales).
- Make a final setup for the Ramadhan buffet at the entrance hotel.
5/5- - Printing a copy of the invoice for hotel booking.
30/5 - Set up for Ramadhan Buffet 2022 at the lobby of Sani Hotel Kuala
Lumpur.
- Set up the decorations for Ramadhan in the lobby.
- Double-check the menu buffet on the list of menus.
- Prepare a list of menu desserts for buffet Ramadhan.
- Make an invoice for customers booking a hotel room.
- Make an invoice for Hotel bookings and Ramadhan buffet 2022.
- Make government invoice local order for room booking using
promotion stay and dine (sahur and berbuka).

33
Month - Filing document for customer’s invoice for room sales, café sales,
5 parking sales (May 2022).
- Filing document for booking details from Agoda, Expedia,
1/6- Booking.com, Trivago and many others.
3/6 - Printing a copy of invoice for hotel booking.
- Make an invoice for customer’s bookings for stay and dine and fit.
- Make a bible (Booking reservation book for tea break, event
booking and café booking).
- Make government invoice local order for room booking.
- Filling out a bank account statement
(List of transactions for a bank account).
- Continue completing internship report.
- Make slide report for internship report.
- Prepare bible (Booking Reservation For Event, Hi-Tea Break,
Rumah Terbuka Buffet For Raya).
- Prepare the local order (LO) for hotel room booking (May).
- Design a list of menus for menu tea break, menu Malay buffet, and
menu high-tea using Canva apps.
- Filing document for customer’s invoice for room sales, café sales,
parking sales (May 2022).
- Filing document for booking details from Agoda, Expedia,
Booking.com, Trivago and many others.
- Printing a copy of invoice for hotel booking.
- Make an invoice for customer’s bookings for stay and dine and fit.
- Make a bible (Booking reservation book for tea break, event
booking and café booking).
- Make government invoice local order for room booking.
- Filling out a bank account statement
(List of transactions for a bank account).
- Make slide report for internship report.

Table 2: Description of task/activities

3.2 Methodology and Job procedure

34
My method used during my experience as an internship student here at Sani Hotel, I
just follow the instruction given by all of the staffs. Indeed, I have learned a lot about
the scope of training of the management in Sani Hotel Kuala Lumpur. To be short,
my job scope at Sani Hotel Kuala Lumpur is stated as below:

Posters and
Itineraries
Design Travel
Hotel Packages
Management
My Job Scope at
Sani Hotel Kuala
Lumpur

Filing Sales
Invoice
Documents
Customers
Data Entry

3.3 Highlight of Project

Project name 1: Ramadhan buffet 2022 Sani Hotel Kuala Lumpur

35
 Figure 20: Ramadhan Buffet Sani Hotel Setup

For the highlight of the project in Sani Hotel Kuala Lumpur, there are not very many
activities or events that I have handled over the entire internship day. However,
during Ramadhan in April 2022, they have Buffet Ramadhan for one month period.

Purpose/objective and expected outcome: Ramadan is an incredible time for families

to get together and spend quality time with each other. It is a moment for uplifting
and self-improvement, so praying together as well as eating “suhur” and “iftar” as a
family becomes even more important during this time. Consider creating deals that
would be suitable for families to enjoy together, such as purchasing early bird prices
for the buffet or creating specific meal deals that can fill a whole family.

The purpose or objective of this event is to follow up with the current celebration to
make this Ramadhan for Muslim people more meaningful by experiencing the best
buffet you can taste in the heart of the city of Kuala Lumpur at an affordable price.
During this Ramadhan period, Sani Hotel also provides packages with a stay in a
hotel and dines for “sahur” and “iftar”. The customers have the privilege to stay and
dine in their comfort stay at the Sani Hotel room with delightful menus.

My responsibility and task: I have the opportunity to help the other stuff to prepare
the list for the item and things to buy for decorations and other kinds of stuff. The
preparation was made started on 1st March 2022 before Ramadhan starts. All the
stuffs for the Food and Beverages department have their special attire which is for
girls, they will wear modern “baju kurung” with “kain batik”. For boys, just have to
wear “baju Melayu” for the Ramadhan buffet event.

36
Project name 2 : Rumah Terbuka Buffet For Raya 2022 Sani Hotel Kuala Lumpur

Figure 21: Rumah Terbuka Buffet Sani Hotel Setup

The second activities or event that consider as highlight of project during my

internship was the “Rumah Terbuka” Buffet for Raya 2022 Sani Hotel Kuala
Lumpur. After the Ramadhan buffet for one month, the management hotel has
provided Hari Raya Buffet that was handled for one month.

Purpose/objective and expected outcome: After the Ramadhan month ended, the
celebration Raya has started and Sani Hotel management prepared the “Rumah
Terbuka” Buffet for those who want to celebrate with family, friends and co-workers
together.

My responsibility and task: I have the opportunity to help the other stuff to prepare
the list for the item and things to buy for decorations and other kinds of stuff. The
preparation was made started on 10 April 2022 before “Hari Raya” starts.

37
3.4 Supervisor evaluation on trainee’s job performance

Figure 22: Supervisor evaluation on trainee’s job performance

38
CHAPTER IV: COMPANY’S SUITABILITY FOR BTPD’s INTERNSHIP

4.1 Company’s activities in relation to BTPD Program Learning Outcome

(PLO)

During my internship at Sani Hotel Kuala Lumpur, when my course was Bachelor in
Tourism Planning and Development (Honours), The tourism development and
management program's goals are to produce graduates who can plan and manage the
development of tourism projects in both the private and public sectors. I have learned
many subjects about tourism planning and development and I will give my words
about the suitable of my company’s activities in terms of BTPD Program Learning
Outcome (PLO).

Firstly, for my company which is Sani Hotel Kuala Lumpur, the company activities
are related to BTPD Program Learning Outcome (PLO). The first point I was getting
to apply in-depth knowledge and skills in the area of specialization. For example, my
job specification and tasks are more to the management of Sani Hotel Kuala Lumpur.
That’s why I think Sani Hotel was suitable for my BTPD Program Learning
Outcome (PLO).

Secondly, my company can allow me to communicate ideas and information

effectively. At Sani Hotel Kuala Lumpur, the management of my department is well-
being and the information about the facilities which I can find on the brochures on
the management and impact of recreation.

Sani Hotel Kuala Lumpur is important for visitors to enjoy nature and explore the
history of that place so that we as research assistant staff can give the ideas from
maintaining the ecotourism by sharing with the research officer. I can give the ideas
and share them with the staff for the improvement of Sani Hotel Kuala Lumpur.

39
4.2 Job specification / task in relation to BTPD’s Course Learning Outcome

My job specification or task is given by this company that has relation to BTPD’s
Course Learning Outcome that really can rely on what I’ve studied before. Based on
what I have learned during this related study is stated below:

1) Business of Tourism

As we all know that hotel industry is also related to the business of tourism. It is part
of tourism activities. The task given was in line with the course taken. For example, I
need to handle invoice customers for room sales, café sales, and parking sales for 3
months and a half. During my 16 weeks of internship, I have experienced a lot of
their business activities in Sani Hotel Kuala Lumpur. I learn about room
management, sales, accounting, purchasing order, and many others.

2) Principles of marketing

Next, what I have learned from the task given that related to BTPD’s Course
Learning Outcome is the subject principles of marketing. This subject is also very
much related to my place of internship as I learn how to market and do promotion
through their websites, social media accounts, WhatsApp, and many other platforms.
I also manage to learn from the sales department which they ask me to communicate
with the customers to purchase and make a booking room.

3) Travel & Tour management

I also manage to learn from Sani Hotel that related to the subject travel & tour
management. Unfortunately, during the pandemic Covid-19, Sani Hotel didn’t
manage to run their travel packages to domestic or international trips just like before
the pandemic start. However, I have learned on how to prepare a travel package,
itineraries, comparing price from other competitor and many others after the endemic
in Malaysia has started to make sure the tourism industry can grow again.

40
4.3 The company's evaluation on trainee performance

SURVEY
PURPOSE
QUESTIONS

EVALUATION EVALUATION
METHODS PROCESS

EXAMPLE

41
4.4 Trainee’s assessment on the company's supervision

NEEDS LEARNING
ASSESSMENT OBJECTIVES

LEARNING COMMUNICATION
STYLE OF TRAINEE

CONTENT
DEVELOPMENT

42
4.5 SWOT analysis on BTPD program for internship

STRENGTH WEAKNESS

 Provides the first-hand  The duration is too short for

experience of the professional students to adapt to the internship
fields to the students. organisation and to perform
required works.
 The internship duration is the  Students should find
same as the education duration. organisations on their own self.
.

OPPORTUNITY THREAT

 Skill development.  Students cannot find a suitable

 Practice professionalism with organisation.
ethics and social responsibility.  Lack of job opportunity.
 Related on the field of tourism  It’s hard to find job.
planning and development.  Lack of task related to course
BTPD during the internship
period.

Table 3: SWOT analysis on BTPD program for internship

43
CHAPTER V: COMPANY ANALYSIS

5.1 Assessing SWOT analysis

The understanding of assessing the SWOT analysis which is the (Strengths,

Weaknesses, Opportunities, and Threats) is indeed a method of determining a
sustainable competitive position while also continuously developing strategic
plans SWOT weaknesses and the opportunities factors, along with existing and
anticipated probability.

A SWOT analysis is designed to allow for a feasible, reality-based,

information-based assessment of the companies involved, initiatives, or industry's
weaknesses and strengths. The company should always strive to maintain the
accuracy of its findings while also avoiding preconceptions and concentrating on
real-world contexts. Companies should view this as a guideline rather than a
prescription. There is SWOT analysis for my company which is Sani Hotel Kuala
Lumpur:

STRENGTH WEAKNESS

 Convenient location in central  Limited parking space.

Kuala Lumpur.  Air conditioning issues.
 The public transport system is  Need an improvement in the
easily accessible with PWTC LRT standard of food served for
station located nearby. breakfast.
 Comfortable accommodation with  They describe the food on offer
the standard of accommodation at as adequate and basic and would
this hotel. instead like to see a
 Room rates for all rooms are very greater variety of dishes as well
affordable price and good value as alternatives to Malaysian
for money. cuisine.
OPPORTUNITY THREAT

 Many job opportunities and  Forced to close Hotel due to

44
 internships. pandemic Covid-19.
 Good connection with key  Strong competition with the
elements known as the 5 A’s nearest hotel around Sani Hotel
(Amenities, Activities, Kuala Lumpur with slightly the
Attractions, Activities, and same price rate.
Accommodation, Accessibility)

Table 4: SWOT analysis on company

5.2 Strategic portfolio analysis

In Sani Hotel Kuala Lumpur, the top management always wants to improve their
room services, café dining services, gym services, karaoke services, and many more.
This product will make sure that the customer will feel satisfied with their stay at this
hotel. Therefore, the upgrading for this hotel must be done. They have prepared their
future planning for the Hotel starting from the year 2022 until 2030. The strategic
planning that they have planned is the renovation of rooms, cafe, lobby, and
upgrading of facilities at Sani Hotel Kuala Lumpur.

Next, they will make exterior renovation work of Sani hotel Kuala Lumpur such as
repainting the building, installation of digital board (billboard) LED, installation of
the facade that will attract visitors to Sani Hotel Kuala Lumpur. This can attract more
tourists to stay at this hotel. Moreover, they also plan the future for more aggressive
promotion to overseas customers through MOTAC and MATTA Fair. Next, their
strategy is to ensure their express bus services increased to 25 buses and the
exploration of various new tourist routes in Peninsular Malaysia. With this strategy,
Sani Hotel can compete with other hotel industries. Last but not least, the hotel
management would target to have ownership and operation of hotels in Langkawi
Island and Perhentian Island as well as exploration of new hotels such as in Johor
Bahru and Terengganu. All these strategies may achieve the vision and mission.

5.3 The industry analysis

Sani Hotel & Travel Sdn Bhd formerly known as Sani Hotel Sdn Bhd was
established on 1 April 2009. The establishment is the result of the initiative of the

45
founder of Sani United Berhad, Dato 'Wan Mohammad Sani bin Dato' Salleh, who
has successfully established an express bus transport network namely Sani Express
Sdn Bhd. Following on from the success of Sani Express Sdn Bhd, he plans to
further expand Sani's business network by establishing Sani Hotel Sdn Bhd and Sani
Travel Sdn Bhd.

On 5 November 2019, Sani Hotel Sdn Bhd and Sani Travel Sdn Bhd were merged
into Sani Hotel & Travel Sdn Bhd. The establishment aims to further develop the
hotel industry, public transport, express buses, and tourism. The merger also aims to
standardize management under one roof, besides ensuring that hotel, transportation,
and tourism plans can be coordinated more effectively.

5.4 Competitor and customer analysis

Competitive analysis, also known as competitive research, is the process of

identifying industry competitors and considering various marketing strategies. You
can use this information to identify your company's strengths and weaknesses in
comparison to each competitor. Sani Hotel has many competitors as there are many
hotels around the Sani Hotel building. Their competitor is because their business is
quite similar to one another. The other hotel located near Sani Hotel is Lazdana
Hotel, Sunway Putra Hotel, Wira Hotel, Hilton Garden Inn, Hotel Putra, Garden
Pacific Hotel, Wp Hotel, and many other hotels.

As I can see from my point of view, the other hotel’s strength is they are 4-star hotel
complete with tourism elements and customer’s needs and wants. For example,
Sunway Putra Hotel has luxurious hotel rooms, a dining place, meeting event, coffee
house, atrium lounge, facilities services such as a swimming pool, fitness center, and
many more. Not only that Sunway Putra Hotel is located opposite World Trade
Centre Kuala Lumpur and within walking distance of public transport which is Light
Rail Transit (LRT). This hotel may be one of the competitors for Sani Hotel because
Sunway Putra hotel’s range price is quite affordable with the room and services
provided.

46
As for Sani Hotel Kuala Lumpur, the location of this hotel is very strategic and it is
also complete with the 5 A’s elements in the tourism industry. As we know, Sani
Hotel Kuala Lumpur is located near public transport, shopping malls, convenience
stores, and food stalls. All of these elements are their strength to compete with other
nearest hotels. As mentioned before, Sani Hotel is 3-Star Hotel equipped with a
comfortable room bed and good basic services at affordable prices. The range of
price for the stay at Sani Hotel is between Rm 80 to Rm 100. Therefore, this business
may have its strength and weakness.

Then, for customer analysis, I can observe that majority of their customers are Malay
that stays at Sani Hotel Kuala Lumpur. This is one of their advantages as there is not
much competition as there are no other hotels owned by Malay. The customers
would rather stay at Hotel that is owned by the same race.

5.5 Operation and management

Sani Hotel Kuala Lumpur operates every day from Monday to Sunday. For Sani
Hotel management staff starts work at 9 AM until 6 PM. There are 6 days of working
every 2 weeks and 5 days of working every 2 weeks. However, the other staff from
other departments such as the front office, housekeeping, maintenance, food, and
beverages are different working hours. This department has to work by the shift that
usually starts from 7 AM – 3 PM, 3 PM – 11 PM, and 11 PM – 7 AM.

5.6 Company’s positioning and future

Actually, for the company’s positioning and future, they have been listed as top 30
best hotels in Kuala Lumpur. This position has been over 10 years and they still have
the recognition to be the best 3-star hotel in Kuala Lumpur. The service provided and
the staff is very satisfying all the customers. Sani Hotel has a strong potential to
compete with other hotel industries in Kuala Lumpur.

47
CHAPTER VI: INTERNSHIP EVALUATION

6.1 Expectation before internship

At first, before my internship at Sani Hotel Kuala Lumpur, my expectation was Sani
Hotel is a place that has to be a good place to gain knowledge and work in a new
environment. Next, I will have the opportunity to gain valuable work experience and
learn valuable work skills. For example, I will speak with my reporting manager
regarding an opportunity to expand and improve genuine vocational skills. Then, it
will be a specific project that I can own or be given a dedicated role in. The job
specification or task will be given according to the student placement letter.

Furthermore, I would love to discover the history of Sani Hotel because it was my
first time in an internship at Sani Hotel. Next, Sani Hotel is located at a strategic spot
for tourists to stay and visit the nearest attractions around the hotel. I hope I can be
treated with the same respect as any other member of staff. However, I have no
experience working in this field and I am a bit afraid if I make any mistakes during
the training period. But I challenge myself to give everything I have to help this
department and to give experience myself during this internship.

Lastly, my expectation before undergoing my industrial training was I will get the
knowledge and information from Sani’s staff management. Next, there will be more
knowledge and experience from the management that I will gain in the hotel
industry. That’s my expectation before the internship on 14th February 2022. Sani
Hotel Kuala Lumpur is located in the middle of the city of Kuala Lumpur and hope
will get along with the staff to have a good spirit working environment.

6.2 Evaluation after internship

During my last day of internship, what I discovered was the lack of my job
specification and task provided by the management staff and the company’s
supervisor. I don’t have a specific job or task each day. In the first week of my
internship, I get a chance to prepare a poster, itinerary, and many others related to

48
tourism activities. The task that has been given to me that is related to the course is
within 2-3 weeks only.

Other than that, I manage to learn more about the accounting field. I was able to
learn how to make data entries (room sales, café sales, parking sales), summary for
Make a summary for Hotel Sani Kuala Lumpur (Cafe sales, Room sales, Parking
Sales December 2021), invoices, and quotations. Other than that I was able to
prepare a logbook for coffee house and event hall booking.

Next, based on my 16 weeks of internship at Sani Hotel Kuala Lumpur, I would say
quite an interesting field to work in. But I am not interested to work in the operation
field so for me I not quite interested to continue my work there. Overall, my
internship went well, and I think my supervisor was also satisfied with my work
there. This is because my supervisor always comes to me, and he praises me and
asked me more than 10 times for me to continue working at Sani Hotel Kuala
Lumpur as full-time staff. I also realize that most of my internship had been covered
during my theory study at college. Although I don’t have the chance to get exposed
to a lot of work that is related to my field, I have gained many experiences and work
with task-related in other fields.

6.3 Working experience obtained during internship

1. Professional ethics

I obtained a lot of working experience during my internship. Firstly it is the

professional ethics as working in a real industry teaches us some basic ethics and
manners to keep good attitudes in our self. For instance, during a production
meeting, everyone involved in the meeting should respect others' opinions as we a
professionals should learn how to always keep our minds open to accept any
criticism constructively. That is the most important element I have learned about
ethics.

2. Communication skills

49
Communication skills in an industrial world are an essential element that needs
concern. I have improved myself a lot in the aspect of communicating with leaders,
employees, teammates, clients, and so on. Anything I do needs good communication
skills with the other staff as I must communicate well with my supervisor and
managing director for a discussion or making decisions.

3. Job experience

Job experience is also one of the benefits that I obtained. I got access to a variety of
tasks that I have never experienced at other places before. I have learned a lot and
gained valuable exposure to how the management of Sani Hotel Kuala Lumpur runs
its business. I also got the experience to take part in meetings and performing
assigned tasks in the real working world. I was able to help the other staff in the
management office to complete all the small tasks. After all, it is all worth it to learn
and work in this industry.

4. Build a strong resume

This useful work experience allows me to occupy my resume with authenticity and
thoroughness. Not only will I be able to add my internship duties and projects to the
experience section of my resume, but I will also be prepared to more fully define my
goal for a permanent position.

5. Secure good references and recommendations

The supervisor I met during my internship will be a useful reference for me as I seek
a full-time position. The more upbeat and hardworking I am, the more likely it is that
managers will recommend me for open positions. Internship references can be useful
in my career opportunities because those supervisors will have known me genuinely
and have seen how I helped contribute to the Sani Hotel Kuala Lumpur. They can
speak to specific details and define my growing skills as well as how my knowledge
prepares me for a job.

6.4 Company’s suitability for internship

50
In my opinion, Sani Hotel Kuala Lumpur is suitable for industrial training because it
can acquire knowledge about the hotel management industry. The hotel industry is
also included in the tourism field which is related to my study. I have learned the
subject with the topic Principles of management, Principle of marketing, Travel, and
Tours, E-Tourism, and many other subjects related to the hotel industry.

Sani Hotel Kuala Lumpur is suitable for tourism students to undergo internships as
they can learn how to manage customers’ booking hotels, market their promotional
offer for a hotel room, Ramadhan Buffet, and make travel packages, and itineraries.
The knowledge I received from the company, is related to the background of my
study that provides roles in the management of tourism activities in Sani Hotel Kuala
Lumpur.

This work experience would be a valuable learning experience for me as well as a

way for me to gain experience in the field of education. I will be exposed to job
challenges and will be able to learn a variety of skills ranging from managing work
stress to a higher level of my course. For example, the scope of work given is very
much in line with what I learned at university about tourism planning and
development. However, there are some of tasks given by the staffs that are not
related to my course of study. For example, the account field that I need to make data
entry using system account for room sales, café sales and parking sales. Overall,
based on my experience, Sani Hotel Kuala Lumpur is suitable for tourism students to
undergo internship.

6.5 Impact towards BTPD program

As for my experience during 3 months of training at Sani Hotel Kuala Lumpur, it has
given a lot of positive impact towards BTPD program. It is because, during my study
tourism course, I have learnt lots of subjects that relatable with this Sani Hotel
Company such as Principles of management, Principle of marketing, Travel, and
Tours, E-Tourism, and many other subjects related to the hotel industry. With the
knowledge I received from my study, I can apply it during my internship. Tourism

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planning aims to improve visitor satisfaction, increase economic benefits, and protect
the tourism industry in Malaysia.

I can understand that the subjects studied at the university are related to what I am
working on now because at Sani Hotel Kuala Lumpur is very much related to
tourism industry. I can learn to investigate and expand my practical and theoretical
knowledge of the intersections of tourism, planning, and development studies. I can
understand the management of tourism activities specifically for hotel industries.

The BTPD program helped me in seeing what the similarities were between what I
learned and what I practiced in industrial training as an example of the subject I
studied related to principles of management. In my daily activities, the scope of
training was carrying out development-related works such as managing the room
hotel bookings, listing menu for “berbuka puasa” for Ramadhan, Data entry, Filing
documents for room sales, café sales and parking sales.

I am glad to take BTPD course as it suitable and relate with my current internship
right now as assistant management in Sani Hotel Kuala Lumpur. During studies I just
learned all the basic things of all the subjects related, but during intern what you have
learned during study you will apply it in the work and it is really help to understand
some basic part of the task given. During study, my lecturer had taught me on
recruitment and training, during intern I apply on what my lecturer have given and
what my supervisor has assist me to do so I will combine it and perform it well.
Proud to say, they still looking for new intern student to join and be part of Sani
Hotel Kuala Lumpur family as they will learn new great skills from the company.

Lastly, the BTPD program opened my eyes to what our role is to gain knowledge and
practice in the workplace in the future. In addition, we have contributed to the field
of tourism management and development. BTPD program helps me to understand
tourism because tourism is important in the world nowadays.

6.6 Sustainability of BTPD in relation to industry

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Sustainable development is an advancement that fulfils the present needs without
jeopardizing the future's ability to needs of future generations (UN WCED, 1987).
Tourism has been shown to increase economic diversification in the BTPD program,
as well as assets can be apportioned to develop it. For example, the BTPD major
gives us the opportunities to be knowledgeable and innovative in the field of
planning in tourism development.

Next, the BTPD program can produce a person with quality leadership to assist their
role in the management and development of tourism activities. This course is very
helpful to students in processing their ideas and opinions in helping students become
a person who has the characteristics of an employee who always gives ideas for a
better purpose.

Then, BTPD programs provide opportunities for students who are capable of
embarking on business and technopreneurs activities. In the presence of a BTPD
program, it can provide benefits to the environment, help local communities, and can
have economic advantages. What I learned while I was studying in the BTPD
program, the subjects given by the lecturers were very helpful to me in acquiring
knowledge and will be practiced in my workplace in the future.

Furthermore, the sustainability of the BTPD program is to help students with more
opportunities for them to start their businesses in tourism or tourism-related areas.
The tourism industry provides new opportunities for students to venture into the
field, especially in tourism planning and development.

Lastly, the sustainability of BTPD program is very important for the industry because
the students can apply in-depth knowledge and skills in the area of specialization
example types of tourism products in Malaysia like ecotourism, urban area, and
government sectors.

6.7 Impact of internship to career development

Internships develop the student's career opportunities, educational performances, and

professional life in the real working area but the actual proof can mix regarding the

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impact of internship programs on employment prospects over the long-term and few
investigations appear to exist about the effects of internship programs towards the
student’s performance at the company.

Next, the primary goal of industrial training is to disclose you to a specific job as
well as a career path or industry. You could have a concept about what a job
involves, but you can't determine if this is what you predicted if you already have the
required expertise and experience and if it's all you enjoy conducting until you do it.

Hence, Industrial training helps us in getting information about the company we

choose as my practical training at Sani Hotel Kuala Lumpur, I gained a lot of
knowledge in addition to getting the scope of work given by the supervisor. Next,
industrial training gives students the opportunities and can be used as a platform to
obtain employment opportunities in the workplace for several months.

Then, this industrial training can be used as a platform to obtain employment

opportunities in the place where we practice. Internships are advantageous because
they help you improve your professional approach, strengthen your character, and
open more doors to opportunities. By investing in internships, you will provide
yourself with the broadest range of opportunities when looking for and applying for
jobs after college.

Lastly, the impact of internships on career development helps students in a new

world of work. Students can nurture intellectual and professional growth through
lifelong learning activities when finished their studies. Help students raise their
spirits to gain a lot of experience in a practical place.

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CHAPTER VII: ISSUES AND CONSTRAINTS

7.1 Issue in identification of internship placement

For me, the issue is that before I want to get a place for my first industrial training it
is difficult for me to get a job that I like especially in the field I am interested in
because nowadays the Covid-19 pandemic has hampered all sectors including the
tourism sector. With the current situation, it is difficult to find industrial training
places due to the relatively limited opportunities for the tourism sector and
considering the problems faced by industrial training students in terms of allowances
and transportation.

Next, the issue that occurs when looking for an industrial training place is finding out
whether the industrial training place is suitable for the current learning process at the
university. The learning process at the university is very helpful for students to be
practiced in their industrial training for several months.

Furthermore, an issue that often occurs when looking for a place for industrial
training is the inconsistency with what we learn at university for example students
make the wrong decision to do industrial training in a company that has nothing to do
with what was learned while at university. For me, Sani Hotel Kuala Lumpur has
giving me some exposure and great knowledge towards what I have learn during my
studies, however the job scope was very unsatisfactory. As I can see, my supervisor
didn’t give me a lot of tasks as they also don’t have a workload. Not only that, I
didn’t manage to learn new things as the job given was repetition.

Then, the next issue, I have to find an industry place with a situation via email, and
sometimes some companies don’t reply to the email I give them. I also found it
difficult to contact the company because when I called there was no response from
them.

Lastly, this issue often occurs when looking for a practical place because we as
students want to finish our studies to graduate. After all, an internship is important to
gain experience in a real job of your learning.

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7.2 Social, financial and cultural factors.

Culture refers to the set of common beliefs, ethical principles, social customs,
language, and regulations or norms of behaviour hosted by a nation, general public,
as well as other defined groups of people. Based on my experience’s internship in
Sani Hotel Kuala Lumpur, these issues do not occur during my working period
because our social interaction between staff is very strong and staffs always helps
each other if there is someone that upset and they help each other to understand and
do the work smoothly. We also do not have any problems or issues regarding
finances because Sani Hotel Kuala Lumpur uses the system and it helps us to
overcome any financial issues. Lastly, there are no cultural factors that occur during
working hours because the supervisor is always brief and advises us to work in
happy surroundings and be fair to all customers.

In addition, during my internship period, I received an allowance of RM 500 every

month. So there is no problem regarding financial issues. As for the cultural factors,
there are also no issues because as we all know that Sani Hotel Kuala Lumpur is a
hundred percent, Muslim owner. All the staffs are Malay except for the
housekeeping department. All of the staff are friendly and sporting so there are no
racist or cultural Muslims.

7.3 Organizational and operational factors

Organizational and operation factor is not a problem during internship because our
department executive and supervisor handle them very well. Even though there is
some problem or issues of management with our organization department, my
executive always handles it very well and considers their staff in Sani Hotel Kuala
Lumpur. As for the staff at Sani Hotel, there are some problems that they are facing
which they need to handle several tasks that they need to finish and need to complete
within a specific amount of time.

For example, the account staff department must handle many tasks at one time,
which as they must complete the data entry of Room sales, Café sales, Parking sales,
and many others. In case of that, they will ask for my help and assist the accounting

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staff to complete the task. However, the task is not related to my course of study, but
I gain a lot of new knowledge that helped me to learn basic things about the
accounting department.

7.4 Others

This is regarding UniKL's new system, the Intra system. This is because starting
before the start internship student does not understand the instruction given by the
person in charge. The student also has a hard time contacting the person in charge of
the system and it is quite disappointing because the student wants to make any
progress faster but no response from the person in charge. All of the systems that we
have been given were not systematically. Some students didn’t receive their
supervisor from UniKL Business School.

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CHAPTER VIII: RECOMMENDATION

8.1 Recommendation on specific strategies for company’s successful operation

in marketplace

My recommendation on specific strategies for the company’s successful operation in

the marketplace was to improve operations in Sani Hotel Kuala Lumpur. The first
recommendation I would suggest to Sani Hotel is to stay up-to-date with their
competitiveness in the hotel industry. They must keep up the new and fresh ideas to
ensure frequent customers and new customers stay and dine at Sani Hotel Kuala
Lumpur. In my experience during my 16 weeks of industrial training, as I can see
after the crisis of Pandemic Covid-19, the total sales and revenue for a day were
unsatisfactory. However, there are still loyal customers to stay at Sani Hotel Kuala
Lumpur for a day.

To cope with these issues, the management officer must enhance their marketing
strategies to attract customers and retain customers. They must be leveraging social
media that allows Sani Hotel to use the power of social networking sites to reach
their customers better. Social media such as Instagram, Twitter, YouTube, and many
others. This approach enables businesses to participate in online discussions and
participate and inform consumers. There are numerous appealing ways to get in
touch with customers on social media. Sani Hotel may post pictures or videos of its
hotel rooms or services, as well as communicate via comments or messages.
Consumers can gain knowledge about the company or its industry by using social
media. Engaging customers increase brand loyalty and improve customer service.

8.2 Recommendation for competitive advantages of company

Competitive advantage is defined as the ability of a company to develop new

products and services effectively or at a cheaper price than competitors. These
factors allow the advantageous organisation to start increasing sales revenue or
margins over its competition in the industry. I would recommend some suggestions
for Sani Hotel Kuala Lumpur's competitive advantages.

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Firstly, I would recommend they create their website for Sani Hotel Kuala Lumpur
and Bus Express. This is because Sani Hotel markets its products through Facebook
only. However, they must have a website and online presence strategy because it
allows the business to market their business online efficiently. A website is also
important because it helps to establish credibility as a business.

Next, I would recommend Sani Hotel Kuala Lumpur improvise its choice of menu
for Buffet Ramadhan that is in line with the price. This hotel does not have many
food choices on the menu. For now, the price for one person is Rm 90++ and there
are not many choices on the menu. In case of that, they must prepare and provide a
more interesting menu for breaking of fast.

Lastly, I would suggest that Sani Hotel Kuala Lumpur should make its building more
attractive by upgrading its building’s color and design every 4-5 years. The
importance of choosing a color and design for the hotel industry is to ensure that the
whole exterior and interior design holds the power of defining the first experience of
the property for the customers. In addition, the power of hospitality design thus helps
in promoting the impression of a hotel and influencing the customers to have a better
experience by staying in Sani Hotel Kuala Lumpur.

8.3 Upgrading BTPD program based on internship experienced / feedback

During my career management course, I realized that many students do not value
internships, even though internships are the best way to gain valuable experience that
will help us throughout our career. My internship experience provided me with a
path to follow to establish my career aims and outcomes.

Of course, the primary thing that I learned from my internships was the expertise or
skills required to complete tasks in the field. For me, the BTPD program is very
important to me as it helps me in practicing throughout my 3 months of industrial
training. I was able to learn about the importance of industrial training to students to
get a feel for the work experience. The BTPD program helps me a lot in
understanding what sectors are suitable for me to undergo industrial training and
allows me to find out what I am interested in for my future career development.

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Next, the experience of undergoing industrial training at Sani Hotel Kuala Lumpur is
an experience that I will never forget because it is in line with what I want for a
career after graduation.

As to upgrade BTPD program based on my internship experience, for my opinion,

UniKL should upgrade the program from 3 month internship to 6 months internship,
this is because during my 3 months journey internship at Sani Hotel Kuala Lumpur,
there are many things I need to explore and learn new skill and upgrading my
knowledge. 3 months is not enough for us to grasp all the knowledge given which
more into practical knowledge that you need to do it every day for you to understand
the certain task given.

As we can see 6 months internship can learn new things hands on, this can be seen
during my internship, I get to do things that I not have a chance to learn to do many
packages from different destinations. During internship I get all the hands-on tasks
given and not just based on theory. Next, to improvise or upgrading this program,
before they undergo their internship, BTPD program should give the students more
exposure or experience such as give student task that needed to do like exactly need
to do in real life job during their studies.

However, this program was able to make me a forward-thinking person in line with
what I learned at university. The tourist industry management and development
program's goals are to produce graduates who can plan and manage the development
of tourism projects in both the private and public sectors. My university has good
learning about the industries in which students want to do the internship. UNIKL is
the best university and gives the students the knowledge of the outside world,
especially in the world of working.

8.4 Suggestions in improving project or tasks assigned

My suggestions in improving projects or tasks assigned firstly, give the scope of

work with what is practiced in the workplace.

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For my part, I want to participate, but I'm carefully exploring employee
communication dynamics and determining how I can best contribute by being asked
for my opinion. It will eventually become comfortable, and they will begin to
actively contribute, insight, and respond according to their own. For me, Sani Hotel
Kuala Lumpur can improve their working skills development for the internship.

Next, to ensure student can improve project or task assigned, the supervisor need to
be clear and staff need to understand it very well before start doing something
because it will give two times works when one of them skip to understand the
project. Staffs also need to be a fast learner to learn something new and not scared to
learn without mistake. Supervisor also needs to supervise the staff until staff can do
the job well. For example, when I was given a task to do, the staffs should give me
clear instructions for me to do the job well. But students also need to be independent
and try to understand and adept with the situation.

Lastly, employers should also give more difficult tasks to interns. We will not learn
if we are given the same type of work. It will be no big exposure to learn if we
receive the same task every day. Companies and businesses want great interns. But
they also have to realize that students want to be challenged and respected in those
positions. If students have a great work experience, that will benefit the future to find
a career in the future.

I hope Sani Hotel Kuala Lumpur has a solution for improvement projects or tasks
given by internship students for their learning process towards a real job. As a
student, I want to be a part of the company’s process of working. Even though Sani
Hotel Kuala Lumpur always gives the internship job opportunities to students, but
they need to give a better scope of training for internship students so that the
internship students will graduate and get better results from their internship.

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CHAPTER IX: CONCLUSION

Based on discussion in Chapter IV, V and VI above

I can conclude from this internship, which has lasted 16 weeks, that it has enabled
me to gain first-hand experience with the working process. Internships have also
enabled me to apply what I've learned in my UniKL tourism course to the real world.
I have also seen how a business operates and the system in place to manage
employees and interns. Many issues have risen in my experience, and it is beneficial
for me to deal with them in the future. This internship has also helped me to become
more prepared for the future working industry. I am grateful to have the best
commitment from my university and company to complete both my internship and
my degree.

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REFERENCES

1. Sani Express E-Ticketing. Retrieved from,

http://eticketing.saniexpress.com.my/Main/Main.asp?pageID=002

2. Sani Hotel Kuala Lumpur Facebook. Retrieved from,

https://m.facebook.com/sanihotel/#_=_

3. Board of Directors. Retrieved from, http://www.sani.com.my/bod.php

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APPENDIX

Figure 23: Sani Hotel Kuala Lumpur Building

Figure 24: Dedaun café Sani Hotel Kuala Lumpur

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Figure 25: Sani Hotel Kuala Lumpur Room

Figure 26: Concierge service

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