UECB2104

SERVICES MANAGEMENT

ASSIGNMENT TITLE:

CONCEPTUAL DIAGRAM
(ALUNAN RESORT PULAU PERHENTIAN)

COURSE:
DIPLOMA IN BUSINESS MANAGEMENT (UDC21) (S2)

LECTURE’S NAME:
DATIN FARINDA ABDUL GHANI

NO NAME MATRIX NUMBER

1. CHONG SEE MIN UDC210013
2. LOKE WEN HUI UDC210038
3. NUR SYAZA FIRZANAH BINTI AZMAN UDC210089
4. NURUL EZANI NABILA BINTI MOHD EZAIROL REZAN UDC210093
5. NUR NAJLA BINTI AZMI UDC210242

SUBMISSION DATE:
3 MARCH 2023 (WEEK4)
Molecular Model Diagram

Lobby
and
reception
Sun
Decks

Restaurant

Ambience
of the
resort
Accommodation
Food
and
beverage
service

Customer

satisfaction

Spa
Cleanliness
Free Wi-Fi service
internet
access
Discover a contemporary resort experience in a natural oasis at Alunan Resort, Pulau Perhentian.
They provided a lot of personalized service and facilities, excellent staff, and service.
Located on a quiet, intimate stretch of Petani Beach, a lone resort sits on a rocky slope gently
sweeping down to merge with the sparkling azure ocean at its doorstep, enveloped by a stunning
backdrop of lush, verdant tropical rainforest. Alunan Resort has arrived on the shore of Pulau
Perhentian Kecil (Small Perhentian Island), off the East Coast of Peninsular Malaysia. A new
contemporary boutique resort experience can now be enjoyed in this private hideaway. Inspired
by gentle ocean waves, Alunan which means waves is dotted with sparkling boxes framed with
black steel, white-washed walls, and a broad expanse of glass, creating a magnificent view of
terraces cascading down the slope of the hill like a stream of rolling waves. (Alunan Perhentian
S.B. 2019)

Tangible benefits:
1. Lobby and reception
The staff will initially welcome guests and visitors in the lobby and reception area. It performs the
function of a waiting room and is essential for making a positive first impression on clients and
visitors. The Alunan Resort lobby and reception area's major function is to provide visitors with a
focal point and a location where they can check in and out, meet with friends and family, complete
some work, or just rest. It serves to both provide visitors with an initial idea of how their time at
the establishment will go and serve as a place where they may feel at ease while they are there.
2. Restaurant
Alunan resort got a rating of 4 stars for the restaurant. With panoramic sea views, Bayu
Restaurant is a casual dining experience with a passion for good Asian food and great times.
Tourists and guests who go to the Alunan Resort will be served food and beverages by the waiters
and waitresses after they place their orders at the Bayu Restaurant inside the Alunan Resort. So,
they can value their satisfaction through their orders as well as the services by the staff members
because food and beverages are the needs of humans and a part of travel. Besides, tourists can
view the scenery of the seaside and the slightly cool breeze when they enjoy their food and
beverages. Because of this, the mood of tourists will be good, and have a good experience.
3. Spa
Alunan Resort spa has a facility within the boundary of a resort building that provides
professionally administered personal care treatments such as body treatments, massages,
facials, hair care, and nail care. Treatments and charges vary greatly from spa to spa, but there
are some of the services frequently offered by Alunan Resort. First and foremost, a relaxing spa
visit is the best way to de-stress and calm our minds. It can let tourists enhance their sleep and
the staff will also give tourists massages to make sure they can relax and have a massage.
Science has found that the body benefits from increased levels of serotonin and dopamine
because of relaxing and calming treatments.
4. Sun decks
A private rooftop sun deck with relaxing space and sun loungers is accessible from the top level,
which allows Alunan Resort guests to immerse themselves in a haven of serenity. The sun deck
is the ultimate outdoor entertainment space, featuring a balcony set up for sunbathing. There are
many benefits of a sun deck in the accommodation area for guests staying. It can refresh one's
mind and body to have space to relax, calm the mind and absorb some Vitamin D. This outdoor
space will give them an extra place to entertain. The sun deck is also perfect for hosting gatherings
where guests can enjoy nature while relaxing and spending quality time together. The beachfront
sun deck at the Alunan Resort combines a lot of greenery around the deck to create a peaceful
courtyard oasis with cocktails and drinks for their guests while enjoying the sun’s view. Sun deck
at this resort always be open for their guests to enjoy the beauty of the scenery from Alunan
Resort from morning until night.

Intangible benefits:
1. Cleanliness service
Cleanliness is a top priority for Alunan Resort. Alunan Resort always gives good services and
ways to improve their standards of cleaning. The standards checklist guides staff to maintain
uniform standards of cleanliness in all the rooms and common areas. Tourists can always enjoy
the room cleanliness services when they need them, and they can just call the staff or put a card
that has cleaning instructions on the doorknob so the staff will know the tourists need the service.
So, tourists can enjoy a clean and tidy room anytime. The staff will also always keep the
cleanliness of the lobby and other places that tourists will go, and this can let the tourists have a
good impression of their resort so that they may come again to the Alunan Resort.
2. Food and beverage service
Food and beverage services at Bayu Restaurant broadly is the process of preparing, presenting,
and serving food and beverages to their customers. Tourists can also take advantage of their food
and beverage services. Chef Sham and his team curate a new menu every season, and
Malaysia's diverse cuisine, emphasizing combining delectable Asian flavors with locally sourced
ingredients to excite the palate. Halal food is made with the utmost care and attention to satisfy
any unique dietary restrictions. In terms of meals, if their customers and guests are sensitive or
allergic to anything, they can tell the staff, and the staff will pay attention to it and give excellent
service so that the tourists and all customers have a good dining experience at Bayu Restaurant
Alunan Resort.
3. Free Wi-Fi internet access
Hotel guests prioritize in-room free internet access to connect their WiFi-enabled devices such as
smartphones, tablets, and laptops and use them for leisure or business purposes. Alunan Resort
provides them with free wifi internet access in the rooms and all facilities for their customers.
Alunan Resort can segment and know better travelers by providing free guest Wi-Fi,
distinguishing new from returning guests, and innovating their offerings based on their
expectations. It will give a great experience to customers. Tourists also value free internet access
to stay in touch with family and friends while on vacation, whereas business travelers benefit from
free Wi-Fi connections for work.
4. Ambience of the resort
Ambience comes from a French word meaning “surrounding.” The ambience is the mood or
atmosphere of a certain environment. Tourists and guests at Alunan Resort not only can enjoy
the view of nature and the beautiful scenery from their rooms, but they provide a special space to
relax and enjoy various ambiences from their beachfront private rooftop sun decks even in the
morning, afternoon, dusk, and at night for their guests who stay there. They all can enjoy a variety
of ambiences and sights such as the sunrise in the morning, the sunset at dusk from the beach,
the twinkling of the stars, and the moonlight at night. Enjoying and spending time with the scenery
will put someone in a better mood. Research shows that scenery has many psychological effects
that enhance the long-lasting satisfaction of life and physical benefits and have been proven to
relieve stress. The beautiful space at Alunan Resort will reflect what reinforces a positive image
of their accommodation business.

5. Customer satisfaction
Customer satisfaction is a measurement used to assess how successfully a company's goods or
services live up to consumer expectations. Most tourists and guests think Alunan Resort is one
of all the modern mansions that would see nesting on top of the hills of Los Angeles but it can
actually be found right here in Malaysia, specifically in Perhentian Islands. For instance, because
of its good facilities and services, workers and all staff being eco-friendly and always focused on
guests, Alunan Resort receives a lot of good feedback from tourists and guests who enjoy the
environment of the resort. They were highly recommended by the guests after they stayed in the
resort for a holiday. It's one of the most significant indicators of customer loyalty and purchasing
intentions. As a result, it helps in predicting the revenue and business growth of Alunan Resort.