UNIVERSITI

TEKNOLOGI MARA PERMATANG PAUH

PULAU PINANG

ARENAA STAR HOTEL

HTH 162- INTRODUCTION TO

CUSTOMER SERVICE

TOPIC: CUSTOMER SERVICE VIA TECHNOLOGY

PREPARED BY:
NAME: AIMAN FIRDAUS BIN CHE MOHD SHUKRI

ID: 2023184501

GROUP: PHM1101A2
PREPARED FOR: MADAM NORAINI BINTI RAHIM
Table of content
 CONTENT PAGE
1. Introduction 4-6
2. Body of the assignment
- Personal Opinions 7
- Issues Involved
- Strategy 8
9-10
3. Conclusion 11
4. Appendix 12-16

Acknowledgement
Assalamualaikum, first and foremost, I would want to praise and thank Allah for providing me
with the strength and blessing in completing my work. I would not have gone this far without
his approval.
As a result, I'd want to thank Madam Noraini binti Rahim, my Lecturer, for guiding me through
this assignment. I will not comprehend and will be unable to complete this task without her
assistance. She fully supports me and instructs me on how to complete this task in order to
achieve a positive conclusion. I'd also like to thank her for instructing me on this course.
Following that, I'd like to thank my parents for their encouragement. Their encouragement and
support have been really beneficial to me to perform the assigned task on time. They also pray
for me and encourage me to never give up till I reach my goal. I would not have gotten this far
without them.
Last but not least, I'd like to thank my friends for their efforts in assisting me in learning more
about this assignment.
 INTRODUCTION

Hotels are places where people can stay and rest for a few days. Some came for business, while
others came for a vacation with their family or friends. Hospitality should be available in hotels.
The hospitality industry provides customers with a pleasant and enjoyable experience.
throughout their visit. Customer service must be exceptional. Customer service not only solves
problems and concerns for consumers, but it also reflects the hotel.
This might provide customers with a positive initial impression of the organization and make
them feel special during their stay.
Arenaa Star Hotel is a hotel on Jalan Hang Lekiu in Kuala Lumpur, adjacent to the Telekom
Museum. It provides a calm setting in which people can unwind and rejuvenate before their
next activity. History buffs will like this type of location and its contents.
place because students can learn about Kuala Lumpur's history. The location is easy for people
to access, so they can find a lot of shops there and don't have to worry about locations to go
out with family and friends. Kuala Lumpur is not just a shopping paradise. There are also many
spots to eat and take pictures, including the KL Tower, the Petronas Twin Towers, and the
forest.
Arenaa Star Hotel idea is a newly remodeled eleven-story skyscraper that combines a modern
247 hotel rooms with a Hollywood cinema theme. This was designed to remind customers of
the joy and
While staying at this hotel, you can enjoy some entertainment. This can encourage clients to
return while the hotel staff gives them a warm welcome in the hospitality business. Its purpose
is to ensure that guests feel at ease while staying at the hotel, and it is appropriate for both
leisure and business visitors.
Next, Arenaa Star Hotel is easily accessible, as it is only a few minutes' walk from Chinatown,
Masjid India, Central Market, and Independence Square. They are also in areas where public
transportation is available.

nearby Masjid Jamek, such as Lrt, Bas, Grab, and Taxi. It is also close to the Pasar Seni MRT
station, the Intercity Bus Terminal, and the KL Hop-on bus stop. Some hotels are surrounded by
restaurants and shops, making the Arenaa Star Hotel an ideal destination for travelers from all
over the world.
Staff at the Arenaa Star Hotel communicate with customers in a variety of languages, including
English, Arabic, Chinese, Hindi, Tamil, and local dialects.
Its purpose is to make it easier to communicate with customers from all around the world
ensure that they enjoy a pleasant stay at the Arenaa Star Hotel. Some hotels do not have
workers who can communicate in multiple languages; thus, travelers and staff must
communicate in English to ensure that both parties understand and interact easily.
In-house service and facilities are provided. 247 modern hotel rooms equipped with essential
facilities, 24 hour reception, free Wi-Fi to make it easier for clients to work or enjoy their
entertainments, and all day dining in a restaurant authentic India Restaurant, meeting halls,
conference rooms, local convenience shop, safe parking so that the clients can simply park,
room service, tour desk, bicycle rental and luggage store.
Finally, Arenaa Star Hotel Motto. They will provide comfortable housing in the heart of Kuala
Lumpur, but they will also provide much more, such as modern conveniences blended with a
flavor of the city's heritage. There are numerous sites to see in Kuala Lumpur. But, above all,
they will provide their guests with amazing convenience at a low cost.

Body of the Paragraph

What are your personal opinions on the issue?
My personal opinion on the matter is that, based on the online reviews, the hotel has a lot of
problems with their rooms and customer service each year. Despite the negative comments, it
is a good thing because it may be used as a learning experience. To the satisfaction of the
customers, the hotel service can be improved.
In my opinion, a negative demeanor and less effort from the personnel can lead to unfavorable
evaluations because the owner does not take the service seriously. The employees obey the
owner's directions and do what they are told. For me, the owner must set a good example for
the employees so that they will follow suit and ensure that the service runs smoothly.
Next, some issues will result in a negative evaluation since sometimes the workforce is
underpaid, therefore they will not do their work effectively, will put in zero effort, and will not
love their employment. For me, the personnel should be delighted because they still have jobs,
although many individuals have lost their jobs as a result of the pandemic.
Finally, the hotel's design on the website and in person, in my opinion differ. Customers who
book online will see a photograph of the hotel and choose it because they anticipate the hotel
to be the same as in the picture. This may cause problems for both clients and hotel workers.

What are the issues involved?

Not every hotel is perfect. Some of them must have concerns such as filthy facilities, poor
customer service, or problems with consumer complaints.
What I see from the comments the issue for this hotel is customer service. A lot of people have
bad experiences with management. The customers complain about the place and the
management don’t take it seriously. They will accept the complaint but don’t do anything to
improve the service. This can make the customers upset with the service and they never come
back to the hotel. The hotel can also lose money because the customers may not have
recommended it to their friends and family.
Next are the hotel rooms, where guests have complained about filthy rooms and unchanging
bed linens. Customers from all over the world who come here to enjoy their holiday with their
family or friends may have a negative experience as a result of this. Customers wanted to get
out of the hotel as soon as possible since they were uncomfortable being near it. This issue will
lead to some clients requesting a refund.
Apart from that, the hotel doesn't provide any freebies. A full supply, including shampoo, soaps,
coffee, and tea, was not placed. Prior to assigning the rooms to other patrons, they ought to
make sure the item is finished. Regretfully, clients who feel unsatisfied with the service may
write a bad review if this item is absent.
Finally, they slowly switch out the rooms. While waiting for their accommodation, customers
must wait a little bit longer because housekeeping did not have enough time to clean the room.
This occasionally occurs as a result of staffing shortages at the hotel or problems with
housekeeping. Negative reviews and hotel revenue may result from this.
What are your suggestions? Provide suggestions/strategy that companies can adopt to
enhance the services.
Businesses will run into issues with things like hotel rooms, hotel lobby, and customer service.
There are methods to enhance the quality of the offerings and give guests a memorable and
joyful hotel experience.
1. Complete complimentary supplies
Making ensuring there are adequate complementary goods for the clients is my first
recommendation. This is done to try and maintain the consumers' satisfaction. Towels and
other items in the closets should be kept clean and available for usage around the property,
and staff members should ensure that there is an adequate supply of these items. This can
guarantee that the cleaning crews have easy access to the supply closet in case a guest needs
towels, shampoo, body wash, or other items while they are on the premises.
2. Turnover Rooms
The employees then have to make sure that cleaning can rapidly turn over the rooms.
This can involve making sure, for example, that all of the property's housekeeping stations are
adequately supplied with cleaning supplies so they can have things cleaned swiftly in time for
the next group of guests to check in.
3. Check-in Process
In addition, in order to expedite the registration and check-in process, patrons ought to include
their email address on the registration form. This will enable the front desk to promptly retrieve
customer information and forward check-in details to the email address provided. However,
there are also drawbacks to this scenario, such as awkward inquiries from guests regarding why
the hotel requires an email. Some patrons would rather manually check in since they don't trust
technology. Furthermore, this will cause the check-in process to lag and could result in the
guest having to wait longer Gather the keys to their room. The hotel ought to look for
technological solutions that allow guests to check in conveniently using technology.
4. listen to the customer's problems
Finally, pay attention to the issues that clients bring up as they may be dissatisfied with the
staff, rooms, or services. Staff members must listen to customers and maintain composure in
order to provide excellent customer service. Although the situation appears straightforward,
listening to the customer's complaints requires a lot of experience.
 CONCLUSION
In conclusion, managing a hotel may be a very demanding profession. Staff members must
prepare for any issues the establishment may have with guests. Issues with hotels can take
many different shapes. Issues with clients' rooms, complaints from them, or paperwork—there
are always a lot of issues in the hotel that need to be resolved.
This may involve finding the right candidates with outstanding communication skills, even if
they speak a different language, but being proficient in English is still important because the
majority of tourists speak it, and they play a key role in presenting the hospitality industry's
initial impression.
APPENDIX