Internship Report

INTERNSHIP REPORT
Intake
May 2022
Internship Period
11th September-31st December 2023
Course Lecturer
CHEF ZUKIFLI HASHIM
Student’s Name
SHIEH LI TONG
Assignment Cover Sheet
This sheet must be attached to the front of all work submitted. Please write clearly and legibly and ensure that
you receive the tear-off receipt upon submission. Students are advised to keep a copy of all assignments
submitted.
Student Name SHIEH LI TONG

Student ID Number B1022000095
Programme Diploma in Patisserie (May 22)
Subject Code and Title InternsFCA
Assignment Title Internship Report
Lecturer’s Name Chef Zulkifli Hashim
Submission Date 19/1/2024
STUDENT DECLARATION:
I hereby declare that:
1. Materials in this assignment are my own work except where there is clear acknowledgement or
reference to the work of others.
2. This work has not been submitted for assessment in any other subject or programme within BERJAYA
UC or elsewhere.
3. I have not copied the work of other students and I have not allowed or enabled other students to copy
from my work.
4. I am aware of and understand BERJAYA UC’s plagiarism policy and the resultant penalties.
Student Signature:…………………………………………………………….. Date:…………………………………..
FOR OFFICE USE ONLY
Date received:……………………………….. Staff name:…………………………………………………….
✀ Cut along dotted lines
ACKNOWLEDGEMENT SLIP – INDIVIDUAL / GROUP ASSIGNMENT
Student Name:……………………………………………………………… Student ID Number:……………………………………….
Subject Code and Title: ………………………………………………… Lecturer’s Name: ……………………………………………
Assignment Title: ………………………………………………………………………………………………………………………………………….
Date Received: …………………………………………………………… Staff Name: ………………………………………………………..

IMPORTANT: It is your responsibility to keep this acknowledgement as proof of your submission
DIPLOMA IN PATISSERIE
ASSESSMENT OF PWP PORTFOLIO OF ACHIEVEMENT
Student Name :
Placement :
I hereby sign and state that the material in this submission is original and a result of my own effort.
Any material copied from other sources will be given their due respect in the form of referencing
and bibliography.
Signature of Student: Student No:
ASSESSMENT SUMMARY
PRACTICAL (50%) PERCENT GRADE
Performance Appraisal /100%
REPORT (50%) PERCENT GRADE
A. Personal Development
Reflective Commentary
/15%
Self-Development Essay
/20%
B. Learning Agreements /30%
C. Reflective Journal /30%
D. Presentation & Organisation of Materials /5%
Overall Grade for Portfolio /100%
Name of Assessor : _______________________________________________________
Signature : _______________________________________________________
Date : _______________________________________________________
Presentation and Overall Comments Range of Grades

A = 85 – 100% (Distinction)
B+ = 75 – 84% (Merit)
B = 70 – 74% (Very Good)
C+ = 60 – 69% (Good)
C = 50 – 59% (Satisfactory)
D = 40 – 49% (Weak)
F = 0 - 39% (Fail)
PERFORMANCE APPRAISAL (100%)
SUBJECT CODE / SUBJECT NAME
STUDENT NAME
STUDENT ID
ALLOCATED MARKS RECEIVED ALLOCATED MARKS RECEIVED

APPRAISAL REPORT CRITERIA Appraisal 1 Appraisal 2
Appearance, timekeeping, A B C D E F A B C D E F
reliability, etc. always beyond
5 4 3 2 1 0 5 4 3 2 1 0
reproach
Is highly competent in carrying out A B C D E F A B C D E F

tasks of an operational level
5 4 3 2 1 0 5 4 3 2 1 0
Uses time, people and other A B C D E F A B C D E F
resources effectively to deliver work
5 4 3 2 1 0 5 4 3 2 1 0
on time
Accepts criticism, reflects on A B C D E F A B C D E F

performance and uses this 5 4 3 2 1 0 5 4 3 2 1 0
information to improve
performance
Grasps concepts and ideas quickly, A B C D E F A B C D E F

recognizes and solves problems
5 4 3 2 1 0 5 4 3 2 1 0
Has clearly identified personal A B C D E F A B C D E F
objectives and is committed to
5 4 3 2 1 0 5 4 3 2 1 0
achieving these
Energizes staff and colleagues to A B C D E F A B C D E F

action
5 4 3 2 1 0 5 4 3 2 1 0
Contributes to teams and support A B C D E F A B C D E F
fellow team members
5 4 3 2 1 0 5 4 3 2 1 0
Expresses self clearly and is easily A B C D E F A B C D E F
understood by all levels of staff
5 4 3 2 1 0 5 4 3 2 1 0
Performs well when under pressure A B C D E F A B C D E F
5 4 3 2 1 0 5 4 3 2 1 0
Builds excellent relationships and is A B C D E F A B C D E F
responsive to customer needs
5 4 3 2 1 0 5 4 3 2 1 0
TOTAL /55 /55
(Appraisal 1 + appraisal 2) / 110 x 50 x 2 =
REFLECTIVE COMMENTARY (15%)
STUDENT NAME
STUDENT ID
CRITERIA ALLOCATED MARKS RECEIVED ALLOCATED MARKS RECEIVED

Reflective Commentary 1 Reflective Commentary 2
Able to draw on A B C+ C D F A B C+ C D F
information provided in the
10-9 8-7 6-5 4-3 2-1 0 10-9 8-7 6-5 4-3 2-1 0
performance appraisal and
develop a persuasive,
critical and original
argument about their self-
development
Provides a realistic plan on A B C+ C D F A B C+ C D F
how/what they would do to
10-9 8-7 6-5 4-3 2-1 0 10-9 8-7 6-5 4-3 2-1 0
further develop their
strengths/ weaknesses
Draws on theoretical A B C+ C D F A B C+ C D F
knowledge to support their
10-9 8-7 6-5 4-3 2-1 0 10-9 8-7 6-5 4-3 2-1 0
arguments
Comprehensive, well A B C+ C D F A B C+ C D F
structured, well written and
10-9 8-7 6-5 4-3 2-1 0 10-9 8-7 6-5 4-3 2-1 0
complete
Reflects high analytical A B C+ C D F A B C+ C D F
thought
10-9 8-7 6-5 4-3 2-1 0 10-9 8-7 6-5 4-3 2-1 0
TOTAL /50 /50
(Commentary 1 + Commentary 2) / 100 x 15 =

SELF DEVELOPMENT ESSAY (20%)
STUDENT NAME
STUDENT ID
ASSESSMENT CRITERIA ALLOCATED MARKS

SELF DEVELOPMENT ESSAY RECEIVED
Objective Of The Assignment A B C+ C D F

10-9 8-7 6-5 4-3 2-1 0
Overall Planning And Organization A B C+ C D F
10-9 8-7 6-5 4-3 2-1 0
The essay is persuasive, critical and original - reflects a very good A B C+ C D F

understanding of the personal development which has taken 10-9 8-7 6-5 4-3 2-1 0
place
Able to draw on information provided in the other parts of the A B C+ C D F

Portfolio of Achievement i.e. Learning Agreements, Reflective
10-9 8-7 6-5 4-3 2-1 0
Journals, Reflective Commentaries and Performance Appraisal forms
to develop a critical analysis of their self-development
Provides a realistic plan on how/what they would do to further A B C+ C D F
develop their strengths/ weaknesses or their future plans based 10-9 8-7 6-5 4-3 2-1 0
on the 5 months experience. Is also able to draw from their
experience(s) and present their views about the industry - the
requirements, demands, opportunities, etc.
A delightful piece of work - 'good read'! A B C+ C D F

10-9 8-7 6-5 4-3 2-1 0
Draws on theoretical knowledge to support their arguments A B C+ C D F

10-9 8-7 6-5 4-3 2-1 0
A comprehensive, well written, well structured, in essay format, A B C+ C D F

with introduction and conclusion 10-9 8-7 6-5 4-3 2-1 0
Reflects high analytical thought A B C+ C D F

10-9 8-7 6-5 4-3 2-1 0
Presentation/Style A B C+ C D F
10-9 8-7 6-5 4-3 2-1 0
TOTAL / 100 X 20 =
LEARNING AGREEMENT (30%)
STUDENT NAME
STUDENT ID

Learning Agreement 1 Learning Agreement 2
Presents a comprehensive, A B C+ C D F A B C+ C D F
persuasive and original
10-9 8-7 6-5 4-3 2-1 0 10-9 8-7 6-5 4-3 2-1 0
argument/comments/state
ments; considered any (if
possible) counter
arguments
Demonstrates having taken A B C+ C D F A B C+ C D F
independent research from
10-9 8-7 6-5 4-3 2-1 0 10-9 8-7 6-5 4-3 2-1 0
wide sources e.g.
interviews, SOPs, text etc.
Comprehensively covers the A B C+ C D F A B C+ C D F
learning outcomes
10-9 8-7 6-5 4-3 2-1 0 10-9 8-7 6-5 4-3 2-1 0
Demonstrates a very good A B C+ C D F A B C+ C D F
understanding of the link
10-9 8-7 6-5 4-3 2-1 0 10-9 8-7 6-5 4-3 2-1 0
between theoretical
knowledge/concepts and
practical experience
Well written, comprehensive A B C+ C D F A B C+ C D F

and in essay/report format
10-9 8-7 6-5 4-3 2-1 0 10-9 8-7 6-5 4-3 2-1 0
with an introduction and
conclusion
TOTAL /50 /50
(Agreement 1 + Agreement 2) / 100 x 30 =

REFLECTIVE JOURNALS (30%)
STUDENT NAME
STUDENT ID

Reflective Journal 1 Reflective Journal 2
Demonstrates A Good A B C+ C D F A B C+ C D F
Understanding Of The Link
10-9 8-7 6-5 4-3 2-1 0 10-9 8-7 6-5 4-3 2-1 0
Between The 'Learning'
With 'Reflections From
Experience' And/Or ‘What
Happened'
There Is A Good A B C+ C D F A B C+ C D F
Understanding Of The Link
10-9 8-7 6-5 4-3 2-1 0 10-9 8-7 6-5 4-3 2-1 0
Between Issues Identified In
'Reflections From A B C+ C D F A B C+ C D F
Experience' With Learning
10-9 8-7 6-5 4-3 2-1 0 10-9 8-7 6-5 4-3 2-1 0
Outcomes
Is Able To Link Between
Theoretical
Knowledge/Concepts With
Practical Experience
Demonstrates Critical A B C+ C D F A B C+ C D F
Reasoning And Having
10-9 8-7 6-5 4-3 2-1 0 10-9 8-7 6-5 4-3 2-1 0
Carried Out Independent
Research E.G. Interviews,
Sops Text Etc.
Comprehensive, Well A B C+ C D F A B C+ C D F
Written And Well Structured
10-9 8-7 6-5 4-3 2-1 0 10-9 8-7 6-5 4-3 2-1 0
TOTAL /50 /50
(Reflective 1 + Reflective 2) / 100 x 30 =

PRESENTATION & ORGANISATION OF MATERIALS (5%)
STUDENT NAME
STUDENT ID
PRESENTATION ASSESSMENT CRITERIA ALLOCATED MARKS RECEIVED
Objective Of The Assignment A B C+ C D F

10-9 8-7 6-5 4-3 2-1 0
Overall Planning And Organization A B C+ C D F
10-9 8-7 6-5 4-3 2-1 0
Feasibility A B C+ C D F
10-9 8-7 6-5 4-3 2-1 0
Creativity and Effort A B C+ C D F
10-9 8-7 6-5 4-3 2-1 0
Presentation/Style A B C+ C D F
10-9 8-7 6-5 4-3 2-1 0
Logical, easy to understand structure A B C+ C D F
10-9 8-7 6-5 4-3 2-1 0
Referencing and Bibliography A B C+ C D F
10-9 8-7 6-5 4-3 2-1 0
Conclusion A B C+ C D F
10-9 8-7 6-5 4-3 2-1 0
Presentation of Material A B C+ C D F
10-9 8-7 6-5 4-3 2-1 0
Clarity / Comprehension A B C+ C D F
10-9 8-7 6-5 4-3 2-1 0
TOTAL 100 X 5 =
Table of Content
1.0 Introduction
1.1 Shangri-La Group………………………………………………………………………………………………. 1
1.2 Vision & Mission……………………………………………………………………………………………….. 2
1.3 Management Team…………………………………………………………………………………………… 2
1.4 Shangri-La Hotel Kuala Lumpur…………………………………………………………………………. 3
1.5 Restaurants & Bars……………………………………………………………………………………………. 4
1.6 Health & Leisure……………………………………………………………………………………………….. 8
2.0 Learning Agreement………………………………………………………………………………………………………. 9
3.0 Reflective Journals
3.1 Reflective Journal 1…………………………………………………………………………………………… 13
3.1.1 What happened
3.1.2 Reflections on experience
3.1.3 Learning from experience
3.1.4 Action Plan
3.2 Reflective Journal 2……………………………………………………………………………………………. 15
3.2.1 What happened
3.2.4 Action Plan
4.0 PWP Appraisal Form
4.1 PWP Appraisal Form 1……….………………………………………………………………………………. 18
4.2 PWP Appraisal Form 2……………………………………………………………………………………….. 23
5.0 Reflective Commentaries
5.1 Reflective Commentary 1………………………………….………………………………………………… 28
5.1.1 The Process
5.1.2 Identified Strengths
5.1.3 Areas for improvement
5.1.4 Any other comments
5.2 Reflective Commentary 2……………………………………………………………………………………. 32
5.2.1 The Process
5.2.2 Identified Strengths
5.2.4 Any other comments
6.0 Self-Development Essay…………………………………………………………………………………………….…… 35
7.0 Learning Outcome Overview Sheet………………………………………………………………………………… 41
7.1 Operation-Hygiene and safety practices…………….………………………………………………. 42
7.2 Operation-Communication channels…………………..……………………………………………… 44
7.3 Human Resources-Training…………………………………………………………………………………. 46
7.4 Marketing-Promotions and advertising………………………………………………………………. 47
7.5 Marketing-Competitors………………………………………………………………………………………. 49
8.0 Conclusion………………………………………………………………………………………………………………………. 50
9.0 Reference…………………………………………………………………………….………………………………………….. 51
Appendices
Appendix A-Buffet Setup....................................................................................................... 53
Appendix B-Function............................................................................................................. 56
Appendix C-Kitchen Productions...........................................................................................57
Appendix D-Junior Chef Session........................................................................................... 58
Appendix E-The Colleagues................................................................................................... 59
1.1 Introduction to the Shangri-La Group
With its roots in Hong Kong, the Shangri-La Group has
grown from a small hotel company to a multinational
enterprise with a well-rounded portfolio. With its primary
location in the energetic city of Hong Kong, the organization is a vital component of the Kuok
Group, a dynamic international conglomerate that specializes in real estate, transportation,
agriculture, maritime, and hospitality. The Shangri-La Group is a global hotel management,
operation, and ownership company that runs a family of four brands: Traders, JEN, Kerry
Hotels, and Shangri-La Hotels and Resorts.
The organization has consciously grown from its solid Asian foundation into essential
global gateway cities and markets. Shangri-La's properties, located away in prime locations
and a distant area, provide settings that make it easy to live, work, play, dine, and relax. The
narrative of the group is related to the economic expansion of Asia and involves collaborations
with business executives and local government officials to improve the local economy.
The Shangri-La Group, a pioneer in Asian hospitality, is ideally situated to take advantage of
the region's expanding middle class, urbanization, and worldwide affluence. The group's
dedication to providing outstanding customer experiences is consistent with the goal of its
founder, Robert Kuok, which was to establish upscale hotels that offer warm welcomes. With
half a century of history, the Shangri-La Group has contributed to historical moments and
celebrated important life events, earning it a unique place in people's hearts.
The group, which takes pride in introducing the world to Asian heritage, infuses a
variety of diverse cultures into the interior design and architecture of its properties. One
characteristic that sets the Shangri-La Group apart is its dedication to thoughtful service,
which is based on a culture of anticipating needs and providing for guests. Together with a
dedication to employee welfare, the group's strong emotional ties and relationships with both
guests and coworkers have helped it to become the undisputed leader in Asian hospitality.
1
1.2 Vision and Mission
Vision
To be the first choice for guests, colleagues, shareholders and business partners.
Shangri-La envisions becoming the primary choice for guests, colleagues, shareholders, and
business partners. This aspiration reflects a commitment to being a leading and preferred
brand across various stakeholders, emphasizing excellence in hospitality and service.
Mission
To delight our guests every time by creating engaging experiences straight from our heart.
The core philosophy of "To treat a stranger as one of our own" embodies the brand's
commitment to hospitality that goes beyond mere service. Shangri-La ensures a globally
consistent standard of world-class service, offering tranquil surroundings adorned with
inspirational architecture and design. The group believes that the key to creating memorable
stays lies in delivering heartfelt hospitality, a principle upheld across all its brands and
properties.
1.3 The Shangri-La Group Management
Chairman Chief Financial Officer Chief Human

Kuok Hui Kwong Chua Chee Wui Resources Officer
George C Tan
Chief Technology Officer Chief Operating Officer Chief Executive Officer

Spencer Lam Sunny Paw Kuok Hui Kwong
2
1.4 The Shangri-La Hotel Kuala Lumpur
Shangri-La Hotel Kuala Lumpur is a five-
star hotel located in the heart of the city. It
provides a tranquil oasis right in the bustling city
center. Nestled among beautiful and lush
gardens, the hotel provides a calm, relaxing
environment, attracting the guests to unwind and enjoy a peaceful and tranquil haven within
the heart of Kuala Lumpur.
Shangri-La has been awarded the SafeGuard Hygiene Excellence and Safety label by
Bureau Veritas, demonstrating its commitment to guest safety. This guarantees a strict
dedication to hygiene and safety, giving visitors a worry-free stay and letting them concentrate
on leisure and fun.
Shangri-La has planned unique family-friendly activities that promote togetherness
and help make lasting memories. The hotel strives to be more than just a place to stay; it's a
place where families can connect and enjoy their time together. Besides, Shangri-La offers a
varied gastronomic experience by offering a wide variety of local and international cuisines.
The hotel offers a wide variety of cuisine, from mouthwatering international dishes to tasty
local favourites, so every visitor will have a great dining experience.
Shangri-La's hospitality philosophy represents their dedication to the welfare of their
guests. In addition to offering excellent food and amenities, they create a warm and inviting
atmosphere for their guests to unwind in. Creating a genuine and comfortable experience for
all guests is more important than focusing on extravagance.
In essence, the Shangri-La Hotel Kuala Lumpur is more than just a place to stay. In an
effort to give every guest a unique and memorable experience, the retreat combines comfort,
safety, family-friendly activities, and a wide variety of culinary selections.
3
1.5 Restaurants and Bars
Lemon Garden Cafe
Lemon Garden Cafe at Shangri-La Hotel
Kuala Lumpur stands out as a grand
seafood buffet, providing an ideal setting
for various social gatherings. Bathed in
natural light with tropical outdoor views,
the cafe offers spacious seating for family,
friends, and business associates. The buffet
is a culinary journey, featuring a lavish spread of Western and Asian delicacies. Sustainability
is at the core, with nine specialty live kitchens emphasizing
sustainably sourced seafood and ethically raised produce.
A highlight is the signature seafood bar, offering freshly
shucked oysters, premium shellfish, sashimi, and sushi.
Lemon Garden Cafe is not just a dining experience; it's a
celebration of diverse flavors and a commitment to responsible sourcing.
Moreover, Lemon Garden Cafe enhances its offerings with a dedicated Kids Dining section
available during the weekends. The little ones can indulge in a delightful selection of sweet
and savory goodies. From mini pancakes and meatballs to
doughnuts, the Kids Dining counter ensures that children
have a memorable and enjoyable experience. Lemon Gar
den Cafe goes beyond being a buffet; it's a family-friendly
destination where both adults and children can relish a
variety of culinary delights in a welcoming and relaxed
atmosphere.
4
Lemon Garden 2GO
Lemon Garden 2GO caters to those on the
move, providing a convenient spot for quick
bites and coffee. Located near the main
lobby entrance, it offers a wide selection of
sandwiches, pastries, and desserts. The
outlet is a haven for those seeking a
balance between convenience and quality.
From made-to-order signature sandwiches
to local delights, Lemon Garden 2GO ensures that guests can indulge in delightful treats even
when time is of the essence. Additionally, it features custom-made chocolates, cookies,
pastries, pasta, and salads, along with other Shangri-La branded retail products.
Shang Palace
Shang Palace is a culinary masterpiece that
brings forth the authentic flavors of Cantonese
and Szechuan cuisines. Helmed by Chef Terence
Foong, the restaurant offers a timeless dining
experience. Guests are invited to savor
signature dishes such as pan-fried lamb cutlet
with chef's special sauce and deep-fried prawn
with nutmeg and mayonnaise sauce. The ambiance mirrors the richness of ancient Cantonese
grandeur, creating an immersive atmosphere that elevates the dining experience. Shang
Palace is not just a restaurant; it's a gastronomic journey into the heart of Chinese culinary
traditions.
5
Zipangu
Zipangu at Shangri-La Hotel Kuala Lumpur
promises an authentic Japanese dining
experience in a Zen-like setting. Serving only the
finest ingredients, the restaurant takes guests
on a journey through premium sushi, sashimi,
grilled specialties, Teppanyaki delights, and
hearty hot pot and bento box sets. Japanese
Head Chef Kazuo Takizawa, renowned for his
artistry, infuses traditional Japanese flavors with an innovative touch. Each dish tells a story,
and every bite is a masterpiece. The essence of Japan comes alive in Zipangu, where culinary
artistry meets a celebration of Japanese cultural richness.
Arthur's Bar & Grill
Arthur's Bar & Grill, with its Manhattan-style
ambiance, offers more than just a dining
experience—it's a rendezvous for indulging in
potently delicious cocktails and generous
portions of delightful food. Jazzed up with leather
chairs and booths, the bar boasts tall shelves
stocked with rows of liquor, creating an elegant
yet cozy vibe. It's the perfect place to unwind after work, meet up for drinks, or enjoy casual
dining. The menu features a commendable selection of both local and international
interpretations, ensuring that guests can enjoy a diverse culinary experience.
Lobby Lounge
Set against the backdrop of a lush water garden,
the Lobby Lounge at Shangri-La Hotel Kuala
Lumpur offers a sophisticated and comfortable
setting for casual meetings and gatherings.
Behind floor-to-ceiling glass walls, guests can
enjoy an idyllic view while sipping creative cocktails. In the evening, the lounge transforms
into a haven for those seeking a relaxing ambiance. It's not just a lounge; it's an invitation to
linger over delightful concoctions and immerse oneself in a tranquil environment.
6
Poolside Terrace
The Poolside Terrace at Shangri-La Hotel Kuala
Lumpur is a casual and inviting spot, creating a
haven for relaxation. Situated by the pool, it offers
a quaint setting where guests can sip on tropical
cocktails and order a round of snacks to share
with friends. The atmosphere is laid-back, making it an excellent choice for those looking to
unwind and enjoy a leisurely time by the water. The Poolside Terrace is more than just a spot
for refreshments; it's a charming retreat within the hotel premises.
24-Hour Room Service
For the ultimate convenience and luxury, Shangri-La Hotel Kuala Lumpur provides 24-hour
room service. Guests can enjoy a curated selection of dishes from the comfort of their rooms,
ensuring that culinary delights are just a phone call away, day or night. The extensive room
service menu caters to diverse tastes, offering a seamless and delightful dining experience
within the privacy of the guest's room. Whether it's a late-night craving or an early morning
indulgence, the 24-hour room service adds an extra layer of comfort and culinary excellence
to the overall guest experience.
7
1.6 Health and Leisure
The Health Club
Shangri-La Hotel Kuala Lumpur offers a comprehensive
Health Club equipped with state-of-the-art facilities for
a holistic well-being experience. The club features
cutting-edge equipment for strength training, toning,
cardio workouts, and bodybuilding. Additionally, guests can indulge in relaxation at hot
whirlpool baths, saunas, and steam rooms, providing a perfect blend of fitness and
rejuvenation. The Health Club caters to diverse fitness needs, ensuring that guests can
maintain their wellness routines even while traveling. Whether it's an invigorating workout or
a tranquil session of relaxation, the Health Club at Shangri-La is designed to meet the varied
preferences of its guests.
Gym
The hotel houses a well-equipped gym that caters to fitness enthusiasts seeking a rigorous
workout routine. The gym is furnished with modern exercise equipment, allowing guests to
engage in comprehensive fitness activities. Whether guests prefer cardiovascular exercises,
weight training, or other fitness regimens, the gym provides a dedicated space for them to
pursue their health goals.
Swimming Pools
The hotel boasts an adult swimming pool and a children's
paddling pool, offering an oasis of aquatic serenity for
guests of all ages. The outdoor pools provide a refreshing
escape, allowing guests to unwind amidst lush
surroundings. While adults can enjoy a leisurely swim,
children have their own designated area for water play. The pools are meticulously maintained,
providing a delightful environment for relaxation and recreation.
The Spa
For a rejuvenating experience, guests can retreat to The Spa at Shangri-La. Renowned for its
spa treatments, it offers a wide array of holistic therapies designed to promote relaxation,
recharge energies, and revitalize the body and mind. Signature massages, foot reflexology,
customized facials, and detoxifying treatments are delivered with utmost care and
professionalism.
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2.0 LEARNING AGREEMENT
STUDENT NAME : _SHIEH LI TONG________________________________
DEPARTMENT : _PASTRY KITCHEN______________________________
ASSESSOR : _CHEF FAZRIZA CHE ZAINULDIN___________________
SUBJECT AREA : _DIPLOMA IN PATISSERIE________________________
Objective(s)
1. Adapt to a professional working environment:
• Develop a thorough understanding of professional standards, emphasizing hygiene,
work ethic, and food safety protocols.
• Gain hands-on experience in pastry production, with a focus on delivering high-quality
products and service to guests.
2. Gain experience in producing creative desserts and plating style:
• Explore and experiment with various dessert recipes to enhance creativity in pastry
production.
• Learn diverse plating styles to present desserts in an aesthetically pleasing and visually
appealing manner.
3. Enhance soft skills such as communication, teamwork, stress-management, time-
management:
• Improve communication skills to effectively convey ideas and collaborate with team
members.
• Develop stress-management techniques to handle pressure in a fast-paced kitchen
environment.
• Enhance time-management skills to efficiently organize and prioritize tasks.
4. Enhance hard skills in related areas:
• Strengthen breadmaking, pastry making, and chocolate & confectionery skills through
hands-on practice and guidance from experienced professionals.
5. Explore desserts from different cultures and festivals:
9
• Research and experiment with desserts from various cultural backgrounds, gaining
exposure to diverse flavours and traditions.
• Create desserts tailored to specific festivals such as Deepavali, Halloween, Christmas,
and New Year celebrations.
6. Adapt and perform well in a fast-paced, busy working environment:
• Thrive in a high-energy kitchen setting by adapting quickly to fast-paced demands.
• Prioritize maintaining the quality of work under time constraints, ensuring consistency
and excellence in pastry production.
7. Develop interpersonal skills and overcome social anxiety:
• Actively engage with guests and colleagues to build strong interpersonal connections.
• Work towards speaking confidently and comfortably with guests, aiming to overcome
social anxiety and create a welcoming atmosphere.
Strategies for achieving the objectives

1. Attend Training Sessions
I will actively seek and attend training sessions recommended by my supervisor, asking
questions and seeking guidance from experienced colleagues to enhance my skills and stay
updated on industry trends.
2. Maintain Clean Working Station
I will prioritize hygiene by consistently cleaning and sanitizing my working station before and
after using any tools or surfaces, ensuring a safe and sanitary environment for pastry
production.
3. Learn from Colleagues
I will actively observe and learn from my colleagues during dessert production, taking notes,
capturing photos, and documenting new recipes or techniques to build my own knowledge
repository.
4. Participate in Various Functions
I will seize opportunities to participate in different functions, themed events, buffets, and
outside catering services to enhance my adaptability and gain diverse experience.
5. Effective Team Communication
10
I will foster effective communication within the team by actively listening and engaging in
discussions, remembering that I am part of a team. I'll seek assistance when needed and
collaborate with colleagues to boost overall productivity.
6. Photograph Buffet Setups
I will capture photos of buffet setups during festivals and themed events, actively participating
in themed-menu production, such as for Halloween and Christmas, to draw inspiration for my
future career as a pastry chef.
7. Embrace Criticism and Advice
I will cultivate an open-minded attitude, welcoming criticism and advice from chefs and
colleagues. I'll use constructive feedback as a tool for improvement, refining my skills and
performance.
8. Clarify Doubts Promptly
I will proactively seek clarification by asking questions whenever problems arise. If instructions
are unclear, I will approach the person in charge promptly to avoid serious mistakes and
ensure a smooth workflow.
9. Initiate Interaction with Colleagues and Customers
I will take the initiative to meet new colleagues and engage with customers, overcoming social
anxiety by consistently interacting with guests. I'll seek feedback on their dining experience,
gaining insights into preferences regarding flavor and presentation of desserts.
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3.1 Reflective Journal 1 Date: October 17 2023
Reflections on Workplace Experience
3.1.1 What Happened?
Forgot to put a date mark on the desserts that I made (strawberry mousse, butter cake and financier) and
straightaway wrap and put inside the chiller.
I was wrapping batches of desserts when I suddenly lost track of the important date marking step, probably
from being tired after a long shift (9am-10pm). A combination of fatigue and a brief moment of laziness in
looking for the date marking labeller led to the decision to skip date marking. The supervisor later
expressed dissatisfaction during a routine check after noticing the lack of date marking, highlighting the
significance of following correct procedures. I felt extremely embarrassed and regret as a result of this
error. I regretted cutting corners and realised there might be impacts if food safety regulations were broken.
As for right now, the experience has raised awareness of how important accurate date marking is to
maintaining food safety. This incident teaches me a valuable lesson and motivates me to work even harder
and more precisely on all food preparation tasks.
1. Impacts on training
This experience showed that we need specific training on dealing with stress, staying focused during
long shifts, and making sure everyone understands how to keep things clean and safe in the kitchen.
For example, due to my eager to go home, I skip the crucial step and simply put the products into
the chiller which will definitely cause a big trouble for the other colleagues. I realised that I undergo
insufficient trainings in terms of food safety, stress-management and hygiene and this makes me
ignored the importance of these aspects in a kitchen.
2. Impacts on food safety
I now see why it's essential to follow safety rules. Ongoing training is crucial to make sure everyone
sticks to the right practices, like date marking, to keep our food safe. In our hotel, we have a food
rotation system which is using the colour coding date mark. This ensures the staff to clearly know
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about the expiry date of certain food. Besides, lacking of date mark will also cause loss of
traceability to the product.
My mistake will confuse the other colleagues since they will not be sure about the expiry date of
these products and do not know whether they need to be kept or discarded. The shelf life and
freshness of the products could not be traced and if they discard it but it is still fresh, this will
increase wastage to our kitchen and also impact the financial department. If they keep it but it has
already been few days in the chiller, there will be risk of food safety which might cause food illness
if the guests consume it.
3. Impacts on finance
It may lead to increased food costs and waste, impacting operational efficiency. Once the customers
consume these products and they are not happy with it, customer dissatisfaction could affect
revenue and brand reputation, while legal consequences and penalties add financial strain. Also,
there will be need of investing in training and compliance measures which will increases the costs
but is essential to prevent errors and maintain financial stability.
3.1.4 Action Plans
1. Attend training/seminar
Attend additional training sessions provided by the hotel on food safety and kitchen protocols to
stay updated on industry best practices. Continuous learning enhances knowledge and reinforces
the importance of following proper procedures.
2. Build a personal reminder system
Create a personal reminder system to help me remember important things. Use digital tools or
paper notes for this. This reduces the possibility of errors, particularly during burdening and
exhausting shifts.
3. Organize every procedure
Make a complete food preparation checklist that includes detailed instructions on date marking.
Make sure the workspace has the checklist clearly visible and easily accessible. By taking this
proactive step, I can ensure that date marking is done carefully and consistently, which will stop
mistakes from happening again. Making the arrangement, wrapping of food items and application
of date marks become routine is the objective in order to reduce hesitation and highlight the
significance of each step.
(50 MARKS)
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3.2 Reflective Journal 2 Date: October 17 2023
Reflections on Workplace Experience
3.2.1 What Happened?
Placed uncooked bread and butter pudding mixture, creme brulee mixture at the same level as cooked
food like whipped cream, jam, and glaze.
I made a decision without consulting colleagues because I was unaware of the essential rule about keeping
cooked and uncooked food separate in the chiller (uncooked always be at the bottom of the trolley/rack).
I arranged uncooked items like bread-and-butter pudding and creme brulee mixture together with cooked
products like glaze, jam and whipped cream. At the time, the possibility of cross-contamination was not
entirely recognised. My supervisor found the incorrect storage during a routine check and quickly fixed the
issue. The action acted as an important reminder of how crucial it is to follow the right procedures for
storing food in the kitchen.
I felt deep sense of guilt and responsibility after realising the error, understanding that my inexperience
and lack of seeking advice had led to an error that could have had an impact on food safety. Now, I
am becoming more conscious of why it's important to keep cooked and raw food separate in the kitchen.
This correction has taught me a valuable lesson that has strengthened my courage to ask for advice and
follow the guidelines in order to maintain the highest standards of food safety in the kitchen.
1. Impact on security
Storing uncooked food especially food that contains liquid like cake batter, mixtures at the bottom
in the chiller can definitely reduce the risk of spilling. When items are placed too high, it will be
challenging when we wanted to grab them, spillage might occur and the liquid might contaminate
other ready-to-eat items which will affect their freshness and shelf life.
2. Impact on food safety
Closely stored uncooked food ready-to-eat food will increase the risk of cross contamination among
the items. If the uncooked food/cooked food was not wrapped, kept properly, bacteria in the
uncooked food will multiply and contaminate the cooked food which speeds up the rotten process,
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causing spoilage and wastage. I realised that this concept can be applied in every kitchen, for
instance, uncooked meat cannot be stored above cooked meat since the raw meat juices might drip
to the cooked meat and cause growth of bacteria and contamination. This will also affect the kitchen
hygiene because if cross contamination happens and food items were spoiled, the hygiene of the
food storage container and the food will be affected too. Moreover, if the uncooked mixture spills,
the rack/trolley will be dirty, this impacts our kitchen hygiene and it will consume a lot of time to
remove all of the items and clean the rack/trolley.
3. Impact on finance
Spoilage of food occur; we have to discard the certain item and wastage increase. This will affect
the food costs and our precious time since we have to redo it. A proper food storage ensures cost-
efficiency, which also prevent ordering too many ingredients again just to recreate the spoiled
items. Applying appropriate food storage procedures is essential to reducing these difficulties. By
reducing the possibility of food deterioration, we maintain cost-effectiveness by following
established storage guidelines. By doing this, we avoid having to replace spoiled ingredients and
save precious time that would otherwise be used to redo the entire preparation process. Our entire
financial performance is impacted because less waste means we can better manage food expenses
and resource allocation. Maintaining appropriate storage procedures also helps to keep a kitchen
operation more profitable and sustainable by reducing the need for frequent ingredient reorders.
3.2.4 Action Plans
1. Self-remind
Always keep the proper food storage methods in mind. Develop personal checklists for various
aspects of food storage, including date marking, separation of raw and cooked items, and labelling.
These checklists serve as visual aids to reinforce key procedures.
2. Double check
Include a verification procedure in my daily operations. Take a moment to double-check important
details like date marking, where to put cooked and raw food, and how everything is organised in
the storage area before completing any food storage and going back.
Develop the skill of being extremely careful when storing food. This involves ensuring that items
are placed in the proper places and double-checking labels and container seals.
3. Communicate with all of the colleagues
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Always communicate with the colleagues from interns to senior staff members. Remind or correct
each other immediately when notice any errors or improper storage of food. This ensures quick
corrections and strengthen the shared responsibility culture in our kitchen.
4. Attend trainings and do research
Engage in important training sessions provided by the hotel. Attend workshops, seminars, or
courses on advanced culinary techniques, food safety, and hygiene
Use the concept of lifelong learning by keeping up with the most recent developments in the
culinary industry.
(50 MARKS)
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A. TWO (2) Reflective Commentaries (1 Commentaries 50 Marks)
5.1 Reflective Commentaries 1 Date: January 3th 2024
5.1.1 The process
Think about your appraisal - was it done at the right time, by the right person, in the right place? Were
both parties fully prepared? Did you feel able to be honest?
My PWP appraisal form was done at the end of my training by my chef, Fazriza Che Zainuldin (Chef Combi),
which is suitable because the assessor could give her comment towards my overall performance
comprehensively throughout the four months of industrial training. I gave my form two weeks before the
end of my internship but during that time, our kitchen was extremely busy since Christmas, New Year
celebrations were coming soon, thus, she explained that she did not want to rush for my appraisal form,
instead, she wanted to complete it during her free time so that I can receive a fair and objective
comments.
Besides, Chef Combi did not only give the comments based on her own opinions but also other staffs in
the kitchen as well (CDP: Siang, Chenny and Crystal). In view of this, I am sure that this appraisal form is
true and honest.
5.1.2 Identified strengths
Exceptional team player
Based on the comments and marking on the appraisal form, I discovered that my biggest strength is that
I am willing to cooperate with the team members which means that I am good in teamworking. I received
a grading of A in the column “ability to work in a team” and chef commented that I always help other staff
and cooperate with them during any functions, festivals.
I consistently demonstrated a proactive approach, always ready to assist and cooperate with team
members. Whether it was supporting colleagues with their tasks or actively engaging in group projects, I
ensured that a spirit of teamwork prevailed. This commitment to collaboration not only contributed to
the overall success of our team but also created a positive and cohesive work atmosphere.
For example, during 9th of October 2023, we went to an OCS (outside catering service) at Istana Negara.
For me as a trainee, my working hour was supposed to be 9 hours (on that day, from 6am to 3pm) but
after we came back at 4pm, I decided to assist my colleagues to unload the things and prepare for the
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evening function instead of going back home without considering my fellow colleagues. Besides, during
Halloween, Deepavali, Christmas and New Year celebrations, I assisted my colleagues in the Lemon
Garden buffet set up, I realised that with a good teamwork, we can complete our job on time or even
earlier and also lessen the pressure of other staff. After we finished the buffet set up, we were satisfied
and happy although we feel extremely tired.
Stress management skill
Throughout my internship at Shangri-La Hotel in Kuala Lumpur, I encountered diverse challenges that
required adaptability and resilience. While I successfully navigated these challenges, I recognize the need
to further develop my stress management skills. Although I saw that my chef gave me a grade A in
“performance under pressure” but I knew that I have to make a lot of improvements on this because
when it was busy, I felt panicked and nervous easily because I had never been to such large-scale hotel.
For example, in December 2023, Lemon Garden was extremely busy (everyday 400-500 pax) and
sometimes, due to understaffed problem, the chef could only assign two people to be in charge of the
buffet which was really challenging. At that time, I really feel the pressure and were little bit lost when
the guests started to come.
Fortunately, after a few days of the same situation, I started to get used to it and can slowly handle the
buffet but I still need to strengthen my stress-management skill because I knew that if I wanted to work
in this fast-paced industry, this is the most important skill to ensure that I can carry out my job effectively.
Guests’ interaction and social skills

While I successfully executed tasks and contributed to team projects, I recognized instances where my
ability to engage and connect with customers fell short of the standards I aspire to achieve. For example,
when I was taking care of the Lemon Garden buffet, some customers came and requested for our
signature, Durian Cake but at that moment, we were completely out of stock due to the dining speed of
the guests. Thus, I answered honestly and I saw that he was very disappointed. On the other day, same
situation happened but my partner which was more experienced answered the same thing but the
difference was he led the guest to the other cakes and promote them to the guests to make up for the
regret of not being able to get the Durian Cake.
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From this incident, I knew that I have to improve myself in term of social skills to prevent letting customers
down because our reply and attitude represented the hotel as well. I should improve on this to provide
the customers a satisfaction and memorable dining experience.
5.1.4 Action Plans /Any other comment
Based on this experience, you must then list down points on how you can prepare/improve yourself so
that you will be able to cope better with ‘working world’.
Strengthening stress-management skill
1. Strategic time allocation
Recognizing the value of time away from work, I want to use my off-days wisely. This requires
striking an appropriate equilibrium between leisure, hobbies, meaningful time with friends and
family, and adequate self-care. I intend to establish a well-rounded personal life that matches my
professional commitments by carefully improving my off-day activities.
2. Targeted problem solving
Identifying particular triggers and addressing them in a focused manner is an important aspect of
good stress management. I will take the time to consider what causes stress in my workplace and
develop targeted solutions. This could include better time management, better communication
with team members, or using proactive problem-solving techniques.
3. Seeking guidance and support from seniors
Recognizing the wealth of expertise possessed by senior colleagues, I plan to have discussions
with them about stress management actions. By asking their advice, I expect to learn useful
insights into managing the challenges of the hospitality industry. Learning from their experiences
may provide practical ideas and coping methods that can be customized to my own career journey.
Enhancing customer interaction and social skills
1. Observe and learn from experienced colleague
I can seek advice and insights from experienced colleagues who excel at dealing with customers.
Observe their strategy, communication style, and handling of difficult situations. Imitate their ways
of communicating with the guests.
2. Role-play exercise
Play role-playing exercises to recreate various customers scenarios. Respond to customer
requests, problems, and disappointments with a pleasant and solution-oriented attitude. I can
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practice this with my friends or family and they might also give me useful advice since some of my
family members are working in the service industry too.
3. Expand product knowledge
I should increase my knowledge of our desserts and also other sections in the buffet such as
Chinese, Malay, Western Cuisines so that when the customers have any inquiries, I can clearly
show and explain to them. This understanding will also enable me to confidently provide
alternatives in case the same situation that I had mentioned above happen again.
Other comments:
I will strive to maintain/improve on my strength, my teamworking ability and also make a huge
improvement on both of the drawbacks mentioned above. I will strive to improve myself to join the
hospitality industry as soon as possible with the experience of my internship and also advice given by the
colleagues.
(50 MARKS)
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A. TWO (2) Reflective Commentaries (1 Commentaries 50 Marks)
5.2 Reflective Commentaries 2 Date: January 3th 2024
5.2.1 The process
Think about your appraisal - was it done at the right time, by the right person, in the right place? Were
both parties fully prepared? Did you feel able to be honest?
Since when I was training at bakery section, my supervisor was still the same, thus I had given another
copy of my appraisal form to another leader, the CDP, Siang. It was also completed at the end of my
training, which was appropriate because he could provide detailed feedback on my overall performance
throughout the four months of industrial training. I submitted my form two weeks before the end of my
internship, but our kitchen was extremely busy because Christmas and New Years were approaching, so
Siang could only complete my appraisal form at the very end of my internship, which I think it is good
since Siang did not rush on my appraisal form which might cause inaccurate comments.
5.2.2 Identified strengths
High quality of work and efficiency
Throughout my internship at the Shangri-La Hotel in Kuala Lumpur, I have continuously showed a
dedication to producing high-quality work. This is evident in my chef's commendation, which recognised
my commitment to maintaining outstanding standards in all parts of my work.
For example, when I knew the estimated number of pax of Lemon Garden was high (more than 300 pax),
I came early into the kitchen for dessert production. I tried my best to do the work as fast as I can and
ensured the quality of my work as well to provide a sufficient number of desserts for the dinner/lunch.
Besides, during set menu plating function, I will always strictly follow the sample dessert to make sure
that every plate of dessert is the same. Moreover, I will always ask questions whenever I encountered any
problem or things that I did not understand. I think this attitude really made me learnt a lot of things and
extra knowledge that I did not learn during class.
The comment of “high quality of work and efficiency” showed that I am able to deliver a high-quality
work within a set timeline which is crucial in hospitality industry since we are aiming to serve and provide
our customers a great dining experience. Besides, to develop a high quality of work, I should also have
the enthusiasm of learning and accepting criticism which are also recognised as my strengths along this
industrial training. I am willing to learn even though I have learnt that in campus. For instance, I have
learnt the way of making sponge in class but in Shangri-La Hotel, my leader wanted to teach me their way
of making sponge and I was very happy because I knew that I can receive two different ways of making it
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and I can compare the result. Of course, I have failed during some production but I accept the criticism
and I use the information given by seniors to improve my performance to prevent the same mistakes from
happening.
Creativity in creating desserts
During my internship, I have identified a key area for improvement in my pastry journey. That is, I need
to enhance my creativity and innovation towards desserts, especially in the creation of stunning and eye
appealing desserts. While I have shown high efficiency and maintain high quality of work, I recognize the
importance of inserting a higher level of creativity into my future desserts creations to elevate my pastry
and culinary experience.
When I am decorating the desserts for buffet, I realised that I lack of creativity in decoration compared to
the other interns and colleagues. For instance, they can always figure out different types of decorations
(chocolate, fruits, piping…) but I could only think of piping cream on top of the desserts which makes my
desserts look boring and slightly unattractive compared to the others.
Furthermore, I also found that I am lack of knowledge about diverse desserts culture. This will cause a
serious negative result when I am serving the guests since some of the guests might ask for explanation
or recommendations. For instance, during the Deepavali festival, we have served several Indian desserts
at the buffet (Halwa, Ras malai, Mango Kheer…), some of the non-Indian guests had come and ask me
about these desserts in terms of origin, texture, flavour and ingredients but I have limited knowledge
about these desserts and that restricted the information that I can share to my customers.
5.2.4 Action Plans /Any other comment
Based on this experience, you must then list down points on how you can prepare/improve yourself so
that you will be able to cope better with ‘working world’.
Enhancing the creativity of desserts
1. Seek constructive feedback/advice
After/before decorating the desserts, ask for the opinions from other colleagues/experienced chef
for improvements or other suggestions. Take photographs for every decorated dessert to
document them.
2. Stay updated on current pastry trends
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Follow related social media account to gain ideas and inspirations, always be open minded to
desserts from other cultures. Record down anything creative or innovative once seen so that I can
save the inspirations for my future dessert production.
3. Attend workshops and extra classes
Attend workshops held by renowned chefs to gain knowledge, techniques or creative approach
regarding desserts making. Attend various type of classes such as desserts from different
countries, Wagashi from Japan, French pastries, Chinese pastries and more. Prevent limiting
myself to attend classes that I am familiar with, instead, be willing to accept and learn to
appreciate desserts around the world.
4. Read cookbooks/related article
Spend some time reading cookbooks and culinary books with a dessert-focused content. Discover
the origins, preparation methods, and cultural significance of different desserts. Seek for lecturer
or colleagues’ suggestions about must-read cookbooks or recipe books that will be useful and
beneficial to my pastry making.
I should invest more time on this to improve my creativity so that I can serve my customers better and
also create more stunning desserts in my future because creativity and innovation are important for a
pastry chef, which determine how good the desserts created by the chef in terms of flavour, appearance,
texture.
(50 MARKS)
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6.0 Self-development Essay
My name is Shieh Li Tong, currently studying in the Diploma in Patisserie program. I
embarked on a four-month internship at Shangri-La Hotel Kuala Lumpur, specifically in the
pastry kitchen. The journey of the internship took place from September 11, 2023, to
December 31, 2023.
On the first day when I arrived to the hotel, I needed to report to Human Resources,
and then the manager briefed us about the hotel and gave us a hotel tour. After that, we went
into our own kitchen. When I stepped into the kitchen, I felt like the pastry kitchen had a
serious, busy, and fast-paced atmosphere because everyone inside was walking very fast and
doing their own work very seriously. I still remember on that day I was assigned to do a large
portion of creme brulee, and when I saw the recipe book, the measurements of ingredients
really shocked me because they were all in massive portions (e.g., milk 5kg, egg 7kg). Then, I
started to measure the ingredients, cracking the eggs, and when I wanted to throw the
eggshells, this was where a huge mistake happened. I found that there were three types of
garbage bins: dry, wet, and glove. I ignored it and just threw the shells into the dry one. After
a moment, I was called by one of the staff, and she asked me to pick all of the shells and throw
them into the right garbage bin (the wet one). From that time, I understood that in the
workplace, you cannot just simply do things that you like or simply ignore anything that you
don't understand as well as assuming anything in the kitchen. The best way to prevent
unnecessary errors is to open my mouth and ask, although I might get insulted or scolded by
the colleagues, but it is better than getting scolded after making a serious error which will
cause trouble for all of the staff members in the kitchen.
During the first few weeks, honestly, I could not get used to the working environment
because it was so tiring and stressful since we had to do production and take care of the buffet
every day. Every day when I think of going to work, I felt mentally tired and refused to go
(although I still managed to go to work every day). One day, I started to encourage myself by
telling myself that I came here to learn things and experience the real working world. If I can't
get used to it or accept it, it will be better if I just give up my internship as well as the course
that I joined. I also told myself that people have to work; it cannot be changed. What can be
changed is how we feel about going to work, is it happy? Angry? Sad? Tired? Also, I had told
my parents regarding this matter and they encouraged me and cheered me up.
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From that day onwards, I felt that I had become better when I was working; I feel
energetic and become more willing to help others and learn new things. Moreover, I feel like
when I'm more optimistic towards my job, I can easily absorb things or knowledge that my
colleagues taught me. For example, during the first few weeks, my senior only gave me to do
some simple production like lava cake, creme brulee, bread butter pudding, and panna cotta,
but I feel tired due to unsatisfied feeling towards the workplace. After a few weeks more,
another senior started to let me do some challenging things like flourless sponge, vanilla
sponge, and chiffon sponge, which require a lot of energy but I feel very happy to learn and
make them although I was tired too. He taught me the industrial method of making sponge
cakes, that is using our hands to fold in the ingredients. This is one of the differences between
the work place and the campus. In the campus, we are learning and we have to do a small
portion only but, in the hotel, we have to make large amount of production. I think this is why
people said the only way to do great work is to love what you do. This is what I could conclude
through my industrial training.
Besides, the other reasons that make me feel exhausted and challenging is overtime
(OT), "working at SLKL will have to crazily work overtime," this is what my chef told me since
the first day I came in. At first, I really could not withstand that I have to OT until 7 pm
(supposed 6 pm can go back) because at that time, all I wanted to do every day is to go home
and rest. But like I say, when I encourage myself and switch my mood as well as my attitude
towards work, I feel a great responsibility on my shoulder and I knew that I should help my
colleagues so that we can all go home together with all the things done. Speaking of which,
Mark Twain once said, never put off till tomorrow what can be done today, this is also an
important lesson that I had learnt during my training. That is why when we are doing the mis
en place before daily production, the leader will always write one “to-do-list” to be completed
daily. Thinking about myself, wanting to go home early without helping my colleagues is an
extremely selfish attitude. Luckily, I have gotten rid of it in a short period of time. I started to
accept that I might need to OT until 10 pm (morning shift: supposed 9 am-6 pm) to get the
things done and also to prevent my colleagues from going back home every day at 2 am or 3
am midnight. The big difference is I started to voluntarily stay and work overtime. During my
internship, I really met many good colleagues, including interns, part-timers, and permanent
staff. I'm really grateful that I can meet them. Although I've been scolded by most of the staff
at the beginning since my worse attitude, doing things carelessly, and never think about the
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consequences like that I have mentioned in my journal and reflective commentaries, I
appreciate that they are willing to correct me and teach me the right way as well as explaining
the reasons and effects to me. This job, although I very resisted it at first, but after that, I really
feel warm and happy when I'm working there; people are willing to help, reduce each other's
burden.
For example, I remember one day I have to do a great portion of flourless sponge
before I go home, but my senior has to go and oversee the function at the ballroom. Honestly,
I was quite panic at that time since before that I have only made the sponge once, I scared
that I might mess up and create trouble for my senior. But then when I start making it, a few
staff came and taught me, helped me to spread the cake batters on baking trays, and telling
each other that: today she came in at 9 am, let's help her and let her go home earlier; if not,
she will be very tired. The moment when I heard these words, I was both happy and touched;
I started to feel like working in here is not as terrible and scary as I first thought. Besides, I
really felt the power of teamwork; it really speeds up everything, and the task can be easily
done. The power of teamwork can be reflected in another case too. During Christmas Eve,
Lemon Garden Cafe, which I mostly been assigned to, was having a lot of guests, normally
maximum 350 pax but they expand to 500 pax of guests. We were crazily doing production in
the kitchen for the buffet, and the kitchen has an extremely lively atmosphere since everyone
was so busy doing their work to ensure that the guests can receive a memorable dining
experience on this special festival (function team, Lemon Garden team, artist team, Lemon
Garden2Go team). Thanks to the great teamwork, my team members, and I managed to set
up the buffet nicely on time, and the result was amazing. We took photos together and also
captured our hard work with photos. The moment when I saw the guests were taking photos
of our buffet and told us that the buffet was amazing, I felt satisfied and happy, I knew that
our hard works paid off. If this has to be done by one person, it is impossible to be done on
time, but with a great team, we can definitely complete it on time with a satisfaction level.
During my internship, I've met a lot of interesting people including colleagues from the
pastry kitchen and other colleagues from different kitchens. Since my chef will sometimes
assign me to help the function team, I get to know more people like people from the main
kitchen, cold kitchen, banquet kitchen, etc. They share their experience with me and advised
me that I have to really think carefully before making the decision of becoming permanent
staff in any hotel since this industry is extremely busy and stressful; they said that I have to be
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physically and mentally strong because being a staff is totally different from now, an intern.
Moreover, they told me that working in a small size cafe is also not as easy as I think since
there will be less employee welfare compared to the hotel, for example, there will be no
laundry, staff cafe, and such a big locker room. Besides, I also met a lot of interns from other
departments like Human Resources, Zipangu Restaurant, and Arthur's Bar and Grill Restaurant.
We will sit and eat together during our mealtime and exchange our experience about the
internship. Thanks to everyone I've met during my internship, every advice given was very
helpful.
Next, I also found that real-life work is full of different types of challenges. For example,
during the first two months, I was led by a few young leaders (ZhiXuan, Peggy and Angela),
they were the only three staffs that were working at the Lemon Garden team but I found out
that they were going to resign after the end of October. Since all of the leaders were resigning
soon, people in charge of Lemon Garden were very less, only me and another intern. Then,
people in charge in the function have to come and help us until new staff come. A few weeks
later, two new staff came; the other intern and I would have to teach them, in other words,
we had become small leaders. Honestly, this situation really stressed me out because I thought
I came here to learn things from the experienced colleagues but end up leading other staff.
During the first week they came, I was quite annoyed by their slow and lazy attitude since this
will really affect our productivity; that is why I often showed feelings and emotions of
impatience and anger towards them, but I realized that I used to be like them too; I should
give them time and teach them or help them instead of showing emotions which will only
stress everyone out. A few weeks later, we became friends, and they are used to the buffet
routine; things can run very smoothly. Also, luckily, I have the intern friend, Jia Jie, who always
helps me with that. We help each other and always tell each other about our problems and
concerns. This really lessens my stress and makes me feel positive about teaching people the
things that I had learned when those leaders were there. We teach them the way of opening
and closing the buffet, production of a few desserts that we are confident with. Fortunately,
my chef had assigned one really experienced Senior Chef de Partie (CDP, Siang) from the
function team to in charge of Lemon Garden; he is the one who taught me a lot of production
like sponge, French pastries, glazed mousse cakes etc. that I had mentioned before. I can say
that with his help and guidance, I learnt a lot of things including creative and attractive ways
of setting up the buffet. Every time when he demonstrates anything to us, he will explain the
38
method and the reasons behind it, after that he will let us do and assist along the production.
I am lucky to have such a good and detailed-oriented leader.
Furthermore, during this internship, I found a big difference between the work place,
especially hotels and the university. During the school time, we can always take our time and
slowly do the product until we are satisfied with it, if we failed, we can always redo it and no
one will give us stress since we are only doing it for ourselves but in the hotel, everything we
do has to be nice, accurate, and fast. We got no time to slowly think of the ideas to decorate
the desserts. That's why, I had learned a very important skill in the kitchen, observation, I have
to always observe what people do. With this skill, when the leader asked me to decorate the
cake, I can easily decorate it without hesitation because I have seen how people decorate it
before and I can also add a little of my creativity, play around with the decorations so that I
can enhance my creativity and also complete the task on time. Besides, I am pretty sure that
I have a huge improvement on my piping technique. When I am in the campus, one of my
biggest weaknesses is my piping technique because it is quite difficult for me to control the
strength which directly affects the appearance of my dessert. During my internship, I grabbed
every opportunity to pipe cream, icing on cake, and other desserts to practice my piping. My
leader is also willing to give me the chance. Whenever I piped a failed result, he will ask me
to scrap it and pipe again until we are satisfied with the decoration instead of turning a blind
eye to the failed result. He once told me, if you don't have high demands on yourself, people
will not give you work that requires high demands too, and you will always have to do easy
and basic things which you couldn't learn anything further than that. Although he is a strict
leader, I feel grateful because due to his strictness, I was able to make a big progress on my
piping technique.
After my internship, I think carefully about the things that my colleagues told me
regarding whether to work in a hotel or restaurant/cafe. I feel like I should try working as a
part-timer in a small size cafe to gain more experience and compare with the hotel since it
might be better to experience by myself than hearing so much from other people. However,
these considerations did not dampen my passion for patisserie. The internship experience
solidified my love for creating desserts. The challenges, lessons, and camaraderie shaped my
determination to pursue patisserie as a career. The concluding phase of my internship served
as a launchpad for future pastry journey, marked by a blend of self-reflection, industry insights,
and a renewed commitment to the art of patisserie.
39
In conclusion, my internship at Shangri-La Hotel Kuala Lumpur unfolded as a journey
of self-discovery, professional growth, and a deepened passion for patisserie. The initial
challenges paved the way for resilience, adaptability, and a positive shift in perspective. The
friendship with colleagues, the lessons learned through teamwork, and the exposure to
diverse aspects of the culinary world enriched my understanding of the industry. As I
contemplate future career paths, the invaluable experiences gained during this internship will
remain in my memory, guiding my aspirations and shaping my identity as a budding pastry
chef.
For more details, please refer to Appendix
40
7.0 Learning Outcomes
Learning Outcome Page
1. Operations-Hygiene and Safety Practices
42
Evaluate safe, hygienic working practices
2. Operations-Communication Channels
Recognize the communication channels which exist and distinguish 44
between effective and non-effective communication
3. Human Resources-Training
Appraise the effectiveness of training provided for management and 46
staff
4. Marketing-Promotions and Advertising
Consider the approach of the organization to the marketing of its 47
product(s)
5. Marketing-Competitors
Identify your organization’s competitors and discuss their strengths 49
and weaknesses
41
7.1 Operations-Hygiene and Safety Practices
During my internship at Shangri-La Hotel Kuala Lumpur, I observed several practical measures
taken in the kitchen to ensure safety, hygiene, and allergen management. In addition to what
I previously mentioned, here are some more insights into their everyday practices.
The hotel kitchen prioritizes using up existing stock before opening new items, following the
First in First Out (FIFO) rule. For instance, in the Lemon Garden Cafe, they use the old ice cream
before opening a new one, even if there are a few of the same flavour. This not only helps save
resources but also aligns with a responsible approach to managing inventory.
To prevent cross-contamination, the kitchen employs a straightforward color-coded system
for chopping boards. White is used for ready-to-eat foods, green for fruits and veggies, yellow
for poultry, and blue for seafood. This simple yet effective practice ensures that each board is
used appropriately, minimizing the risk of mixing different food types.
A practical food rotation system is in place, marked with color-coded date labels. For example,
a purple mark indicates Monday, simplifying the process of identifying the freshness of food.
This system helps the kitchen staff efficiently manage inventory and reduce food waste.
In terms of food storage, especially in the chiller, a strict two-day rule is followed. This means
that items, regardless of their apparent condition, are discarded after two days to prevent any
potential issues. This cautious approach contributes to maintaining the quality and safety of
the food.
For non-perishable items like cookies, gummies, and ice cream, a white date mark is used to
indicate a one-month expiry period. It's a straightforward reminder to use these items before
they exceed their shelf life.
Regarding allergen management, the kitchen maintains a comprehensive list of different types
of allergens such as nuts, eggs, and dairy. Specific shelves are designated for storing items
containing these allergens. For instance, there is a dedicated level on the shelf exclusively for
nut items like peanut butter, pecans, and walnuts. This meticulous organization ensures that
allergen-containing items are stored separately to prevent cross-contact and promote a safe
dining experience for guests with allergies.
In line with their commitment to cleanliness, the kitchen undergoes a deep clean every
Monday. Stewards clean everything from chillers and freezers to floors and tables. Additionally,
quick clean-ups are done before and after work each day to ensure a consistently hygienic
environment.
42
In summary, Shangri-La Hotel Kuala Lumpur's kitchen implements practical measures,
including meticulous allergen management, to ensure safety, hygiene, and responsible food
handling. These practices, such as FIFO, color-coded systems, straightforward labelling, and
allergen-specific storage, contribute to the efficient and responsible functioning of the kitchen
43
7.2 Operations-Communication Channels
Simplified operations are dependent on excellent communication. Based on my observations,
the most common way of internal communication in the kitchen is a combination of verbal
interactions and WhatsApp.
Chef Combi, at the helm of communication, spearheads this effort by utilizing WhatsApp. She
creates a group encompassing every staff member in the pastry kitchen. This WhatsApp group
becomes a centralized platform for sharing vital information, including the weekly roster,
order lists, and the number of patrons for functions or the Lemon Garden buffet. Additionally,
important documents, such as the Chef Daily Brief, find their way into the group, fostering a
seamless exchange of essential information.
Beyond routine updates, the WhatsApp group proves invaluable for immediate
communication during unexpected events. Whether it's malfunctioning equipment, such as
ovens or freezers, or the need for additional assistance due to high demand, this real-time
communication ensures swift responses and collaborative problem-solving among the pastry
kitchen staff.
For communication among different departments, email emerges as a preferred channel.
Additionally, when placing orders with other departments, an interdepartmental transfer
form is filled out, serving as a formal proof for both parties. This structured approach
guarantees accountability and transparency in cross-departmental interactions.
Every morning, all chefs partake in a daily briefing held in the meeting room. Post-briefing, a
detailed summary, including important topics such as fumigation, pest control, staff training,
daily revenue reports, and recruitment, is compiled into a PDF and distributed to every kitchen
staff member. By systematically distributing information, the team as a whole is kept informed
and in sync with departmental objectives and daily priorities.
Communication with guests is facilitated through the hotel's website. Contact details,
including email addresses and phone numbers, are readily available, enabling the pastry
kitchen staff to address guest inquiries or consultations effectively. In-person consultations
with the front desk provide an additional avenue for direct communication with guests,
fostering a personalized and responsive service approach.
In conclusion, Shangri-La Kuala Lumpur's pastry kitchen adeptly utilizes a combination of
verbal communication, WhatsApp, email, and formal documentation to ensure effective
44
communication channels. This multipronged approach not only facilitates smooth internal
operations but also strengthens interactions with other hotel departments and guests.
45
7.3 Human Resources-Training
The commitment to training at Shangri-La Kuala Lumpur is
evident from the very onset of the internship, marked by a
comprehensive orientation day that goes beyond traditional
practices. My first day involved a unique blend of practical and
theoretical elements, setting the tone for an impactful training
experience.
Shangri-La Food Safety (SFS) High Risk Policies Training & Quiz
Immediately following a tour of the hotel, the orientation day
featured an online test known as the Shangri-La Food Safety (SFS)
High Risk Policies Training & Quiz. This interactive assessment delved into crucial aspects of
food safety and hygiene through engaging videos covering topics such as handwashing, food
storage, shelf-life, and cooking temperatures. The trainer ensured that everyone successfully
completed the quiz, underscoring the hotel's commitment to foundational knowledge before
progressing to subsequent sessions.
Global Handwashing Day Training
A notable highlight was my participation in
"The Global Handwashing Day" training on
October 15, 2023. Facilitated by
representatives from Diversey Holdings, a
provider of cleaning and hygiene products,
the session focused on the intricacies of
handwashing. The presentation included
comprehensive insights into handwashing duration, techniques, and its paramount
importance. Diversey Holdings also introduced us to the Global Handwashing Day,
emphasizing the global significance of this hygiene practice. The training, delivered
predominantly through PowerPoint slides, took an engaging turn during a special session
where an interactive experiment simulated the efficacy of soap in removing germs. This
hands-on demonstration made the concept tangible, offering a memorable and effective
learning experience.
The experiment involved simulating germs with coarse black pepper and our hands with water.
Combining both, the presenter demonstrated the impact of soap by dipping a finger with a
46
drop of soap into the water-pepper mixture, showcasing how the black pepper dispersed. This
tangible illustration effectively conveyed the function of soap in handwashing, making the
content less tedious and more accessible.
In a final segment, the presenter demonstrated the correct handwashing technique,
emphasizing duration and then provided an opportunity for us to practice the correct method.
This interactive approach transformed what could be perceived as a routine topic into a
genuinely insightful and practical training experience.
In conclusion, Shangri-La Kuala Lumpur's training initiatives, as exemplified by the orientation
day and specialized sessions like "The Global Handwashing Day," showcase a commitment to
providing a holistic and engaging learning environment. By integrating interactive elements
and practical demonstrations, the hotel ensures that training transcends traditional
boundaries, making it an effective and memorable experience for interns and staff alike.
7.4 Marketing-Promotions and Advertising

Within the ever-evolving sphere of Shangri-La Hotel Kuala Lumpur's marketing initiatives,
Facebook and Instagram are essential channels for advertising and promotion. A detailed look
at the company's marketing strategy, particularly in the lead-up to holidays such as the recent
Chinese New Year promotion, indicates a carefully constructed and successful plan
implemented by the marketing staff.
Instagram and Facebook take centre stage as the primary channels for engaging the audience.
The marketing team orchestrates daily posts on Instagram, offering a visually captivating array
of content related to the Chinese New Year promotion. From tempting images of CNY cookies,
decorations, and desserts to showcasing hampers, gift sets, and promotions at various
restaurants like Lemon Garden Cafe, Shang Palace, and Zipangu Restaurant, the social media
feeds serve as a visual feast for potential guests.
Recognizing the dominance of Instagram, the marketing team strategically utilizes the
platform's Stories feature to share visually striking posters. This dynamic approach capitalizes
on the interactive nature of Stories, ensuring that promotional content is not only visually
appealing but also easily consumable by the audience.
Integral to this marketing strategy is the collaboration with kitchen staff. The team is tasked
with producing samples of new or festival-themed products, which are then meticulously
captured by a group of professional photographers. This process ensures that the promotional
47
materials are not just visually striking but also authentically represent the high-quality
offerings of Shangri-La Hotel Kuala Lumpur.
The effectiveness of these promotions became evident during my internship, particularly in
the Christmas month. Restaurants like Lemon Garden Cafe and Shang Palace, offering buffet
and à la carte/set menu options respectively, experienced full bookings every day. The
resonance of these promotions, fuelled by attractive posters and images, significantly
contributed to the hotel's exceptional year-end business performance.
In conclusion, Shangri-La Kuala Lumpur's strategic use of Instagram and Facebook for
promotions and advertising reflects a meticulous understanding of the digital marketing
landscape. The synergy between creative content, collaboration with kitchen staff, and
professional photography showcases a commitment to excellence in presentation and
promotion. The appreciable success during peak seasons underscores the successfulness of
these efforts, emphasizing the crucial role of social media in shaping the hotel's marketing
narrative.
48
7.5 Marketing-Competitors
In the city of Kuala Lumpur, Shangri-La Hotel finds itself in the
midst of competition from neighbouring hotels such as
Concorde, Equatorial and Grand Millennium.
Shangri-La enjoys a strategic location in the heart of the city,
offering proximity to the Bukit Nanas monorail station, a
convenience highly appealing to tourists exploring the city. The
hotel's grandeur is further accentuated by its expansive size,
architectural designs, and a lush garden that serves as a tranquil oasis within the city. The
family-friendly appeal is fortified by engaging activities like the Junior Chef Cooking Session
and a dedicated kids' dining section at the Lemon Garden Cafe during weekends, creating a
warm and inviting atmosphere. The culinary offerings at the Lemon Garden Buffet stand out
for their diverse range of cuisines, earning praise on social media for their variety and quality.
In this competitive landscape, Concorde Hotel emerges
as a strong contender, boasting a favourable location
and a competitive room rate of RM158. Equatorial Hotel
Kuala Lumpur positions itself as a compelling alternative,
offering value for money at a rate of RM168+.
However, Shangri-La faces challenges common to city-centric hotels. Despite incorporating
green spaces, the hotel cannot replicate the immersive beachside experience provided by
resorts. This limitation may influence guest perceptions, especially those with a preference
for the coastal ambiance. Additionally, the pricing of the Lemon Garden Buffet at RM258 per
person positions it at a higher tier compared to nearby competitors, potentially impacting the
decision-making of budget-conscious guests.
In conclusion, each hotel, including Shangri-La and its competitors, possesses unique
strengths and faces distinct challenges. Shangri-La stands out for its central location, expansive
facilities, and diverse culinary offerings, but the competitive landscape introduces
considerations of cost and alternative amenities. Striking a delicate balance and continuously
innovating to meet evolving guest preferences will be crucial for Shangri-La to maintain its
appeal in a competitive hotel scene where each establishment contributes its own distinctive
offerings to the rich tapestry of hospitality.
49
8.0 Conclusion
Concluding my internship at Shangri-La Hotel Kuala Lumpur, a five-star establishment in the
bustling city centre, has been a challenging yet entirely new experience for me. This lifestyle
of busyness, exhaustion, and stress was unfamiliar, and there were moments when I
contemplated giving up.
However, my family's support and my own self-encouragement kept me going. Adopting a
mindset of continuous learning, working diligently, and maintaining optimism allowed me not
only to endure the demanding four months but also to find happiness and satisfaction in the
process. Being recognized by my colleagues and superiors, and witnessing my own changes
and growth, I am glad that I did not give up halfway.
Additionally, I had the opportunity to meet many interesting colleagues during my internship,
including current employees and interns. We shared our joys, sorrows, and insights, creating
a supportive network that motivated me to persevere. Participating in major events from
September to December, such as Halloween, Deepavali, Christmas, and New Year, brought
added challenges with the doubled workload, but it also provided valuable insights into
various desserts, contributing significantly to my future career.
Through this internship, I even had the privilege of going to the National Palace (Istana Negara)
for the first time to create desserts for royal members and political figures, exposing me to the
outside catering model. Grateful for these opportunities to contribute to our hotel, I am aware
of my current shortcomings and areas requiring improvement. I am committed to continuous
growth, enhancing my understanding of desserts and their production.
Acknowledging my remaining areas for improvement, my passion for desserts has only
intensified. Looking ahead, my aspiration is to craft beautiful, delicious, and unique desserts
that bring joy to many. I extend my heartfelt gratitude to all the individuals and experiences
encountered during my internship, as they have contributed significantly to my personal and
professional development.
50
9.0 References
Shangri-La Hotels & Resorts - bringing Asian hospitality to the world (2019) Martin Roll.
Available at: https://martinroll.com/resources/articles/asia/shangri-la-hotels-resorts-
bringing-asian-hospitality-to-the-world/ (Accessed: 16 January 2024).
Shangri-La Group (2019) Luxury escape at best rate. Available at: https://www.shangri-
la.com/group/our-story/leadership-team# (Accessed: 16 January 2024).
Luxury Hotels and resorts: Official site shangri-la hotels and Resorts (no date) Luxury Hotels
and Resorts | Official Site Shangri-La Hotels and Resorts. Available at:
https://www.shangri-
la.com/en/kualalumpur/shangrila/offers/?gad_source=1&gclid=Cj0KCQiAhomtBhDgA
RIsABcaYynLh644as0dV11uZDv_swUi1GlcUXHOYqKwoMUcbfEKOTZ5680zU3A
aAvQvEALw_wcB&gclsrc=aw.ds (Accessed: 16 January 2024).
Department of Health & Human Services (1999) Food Safety and Storage, Better Health
Channel. Available at: https://www.betterhealth.vic.gov.au/health/healthyliving/food-
safety-and-storage (Accessed: 16 January 2024).
Nipah: Best buffet lunch and dinner in KL (2024) EQ Kuala Lumpur. Available at:
https://www.eqkualalumpur.equatorial.com/dining/nipah/ (Accessed: 16 January 2024).
Feast mode: Weekend buffet delights (2024) Concorde Hotels & Resorts. Available at:
https://kualalumpur.concordehotelsresorts.com/offers/weekend-buffet-delights/
(Accessed: 16 January 2024).
51
Appendix
52
Appendix A-Buffet Set-up
53
54
55
Appendix B-Function
56
Appendix C-Kitchen Productions
57
Appendix D-Junior Chef Session
58
Appendix E-The Colleagues
59

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INTERNSHIP REPORT

11th September-31st December 2023

CHEF ZUKIFLI HASHIM

Student Name SHIEH LI TONG

Student Signature:…………………………………………………………….. Date:…………………………………..

FOR OFFICE USE ONLY

Date received:……………………………….. Staff name:…………………………………………………….

✀ Cut along dotted lines

ACKNOWLEDGEMENT SLIP – INDIVIDUAL / GROUP ASSIGNMENT

Student Name:……………………………………………………………… Student ID Number:……………………………………….

Subject Code and Title: ………………………………………………… Lecturer’s Name: ……………………………………………

Assignment Title: ………………………………………………………………………………………………………………………………………….

Date Received: …………………………………………………………… Staff Name: ………………………………………………………..

ASSESSMENT OF PWP PORTFOLIO OF ACHIEVEMENT

Signature of Student: Student No:

PRACTICAL (50%) PERCENT GRADE

Performance Appraisal /100%

REPORT (50%) PERCENT GRADE

B. Learning Agreements /30%

C. Reflective Journal /30%

D. Presentation & Organisation of Materials /5%

Overall Grade for Portfolio /100%

Name of Assessor : _______________________________________________________

Presentation and Overall Comments Range of Grades

B = 70 – 74% (Very Good)

SUBJECT CODE / SUBJECT NAME

ALLOCATED MARKS RECEIVED ALLOCATED MARKS RECEIVED

Is highly competent in carrying out A B C D E F A B C D E F

Accepts criticism, reflects on A B C D E F A B C D E F

Grasps concepts and ideas quickly, A B C D E F A B C D E F

Energizes staff and colleagues to A B C D E F A B C D E F

SUBJECT CODE / SUBJECT NAME

CRITERIA ALLOCATED MARKS RECEIVED ALLOCATED MARKS RECEIVED

TOTAL /50 /50

(Commentary 1 + Commentary 2) / 100 x 15 =

SUBJECT CODE / SUBJECT NAME

ASSESSMENT CRITERIA ALLOCATED MARKS

Objective Of The Assignment A B C+ C D F

The essay is persuasive, critical and original - reflects a very good A B C+ C D F

Able to draw on information provided in the other parts of the A B C+ C D F

A delightful piece of work - 'good read'! A B C+ C D F

Draws on theoretical knowledge to support their arguments A B C+ C D F

A comprehensive, well written, well structured, in essay format, A B C+ C D F

Reflects high analytical thought A B C+ C D F

SUBJECT CODE / SUBJECT NAME

CRITERIA ALLOCATED MARKS RECEIVED ALLOCATED MARKS RECEIVED

Well written, comprehensive A B C+ C D F A B C+ C D F

TOTAL /50 /50

(Agreement 1 + Agreement 2) / 100 x 30 =

SUBJECT CODE / SUBJECT NAME

CRITERIA ALLOCATED MARKS RECEIVED ALLOCATED MARKS RECEIVED

TOTAL /50 /50

(Reflective 1 + Reflective 2) / 100 x 30 =

SUBJECT CODE / SUBJECT NAME

PRESENTATION ASSESSMENT CRITERIA ALLOCATED MARKS RECEIVED

Objective Of The Assignment A B C+ C D F

Chairman Chief Financial Officer Chief Human

Chief Technology Officer Chief Operating Officer Chief Executive Officer

Strategies for achieving the objectives

Guests’ interaction and social skills

7.4 Marketing-Promotions and Advertising

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