Introduction To Hospitality Industry (powerpoint) 2s3v

Presented for Miss Lau Sing Yew

What is HOSPITALITY INDUSTRY??? • One of the largest industries in the world • Third largest employer of labour in worldwide • Encomes a wide range of businesses

Shangri-La Hotel Kuala Lumpur 11 Jalan Sultan Ismail, Bukit Bintang 50250 Kuala Lumpur.

Sheraton Imperial Hotel Kuala Lumpur Located at Jalan Sultan Ismail, 50250 Kuala Lumpur, Malaysia.

• The most opulent establishments in Malaysia‟s capital • 2010 - World Luxury Hotel Award‟s global winner in the “Luxury Business Hotel” category • The luxury hotels worldwide were regarded as the pinnacle of achievement • The awards congratulate hotels that have taken the extra step and differentiate themselves from good to exceptional hotels.

SHERATON IMPERIAL HOTEL K.L • Has more than 70 years • 2010 - Receives the „2009 Outstanding Care for Community‟ award • 2011 - Won a 2010 e-Marketer of the Year

• 2013 - Received award recognition as „Top 25 Business Hotels‟ throughout Asia

SHANGRI-LA HOTEL K.L.

• 662 graced and amenities guest rooms • 662 luxurious rooms • Leisure facilities - fitness room, sauna, spa treatment, swimming pool

SHERATON IMPERIAL HOTEL K.L.

• 385 guests room • Dining restaurants, café and bar, lounge, poolside café • Professional planners to tailor the wedding celebration or events • Outdoor swimming pool which is located at the fifth floor of the hotel

• Banquets, smoking area, conference and function rooms, souvenir shop, restaurants, mini bar • Mandara Spa with steam room, Jacuzzi, fitness center, sauna and • Laundry services, telephones also private treatment room services, clinic, beauty salon, safedeposit box

Location

Facilities

Service

• Strategically located within Kuala Lumpur Golden Triangle with abundance entertainment/leisure activities. • Close to tourists‟ attractions (KL Tower, Pavilion) • Restaurants and the Hard Rock Café is just across the road.

• Customers expect perfect environment. • High standard rooms (comfortable beds and top quality of pillow and sheets). • Leisure facilities, mini bar. • Great breakfast, lunch and dinner provided.

• Friendly staffs, not overbearing. • Offers Golden Circle hip.

With a good location, adequate facilities, best services, customers‟ needs and wants are fulfilled.

Location

• Easy accessible to other places with a Monorail train ride.

Facilities

Service

• Smile.   • Offers Starwood Preferred Guest (SPG)

SHANGRI-LA HOTEL K.L.

SHERATON IMPERIAL HOTEL K.L.

 Tourist

 Walk-in Guest

 Local tourists and foreign tourists  They travel for non-business activities (recreation and visiting)

 Such as downstairs guests who are interested in service  They usually look for food and beverage service.

 Families  They look for a short break and place to relax  They usually patronize the hotel during holidays. (Sometimes during weekends)

 Businesspersons  They patronize the hotel for meeting or transaction purpose.  They are generally willing to pay more

 Delegates  Meeting and convention purpose.  Elderly  Look for a hotel with pleasant and environmental friendly.

STRENGTHS Position at the heart of the city. Done well in satisfied customers needs and wants. Near to shopping centre, restaurant, convenience store.

THREATS Competitors are strong. Increasing of labour costs. Unexpected catastrophic like issue MH370.

WEAKNESSES

ShangriLa Hotel Kuala Lumpur

Limited focus on business travellers. Only famous in Asia countries.

OPPORTUNITIES “Visit Malaysia 2014”. The number of tourist will increase in this year. Shangri La Hotel is the best choice for tourist to stay at.

STRENGTHS

WEAKNESSES

Has over 400 hotels in 70 countries and over 60 resorts Design in Chinese urban modern style Royalty and treats to their desired guests.

The service is not so good compare to Sheraton in other country. Parking fee is expensive.

Sheraton Imperial Hotel Kuala Lumpur

OPPORTUNITIES Located beside the monorail station. Opportunity to attract guest who look for convenient.

THREATS

Congestion problem around the area Strong competitors around the area

MISSION “To delight our guests every time by creating engaging experiences straight from our hearts”

Many hotels surrounded Shangri-La Hotel K.L.

VISION “To be the first choice for guests, colleagues, shareholders and business partners”

Basic strategy used : DIFFERENTIATION PLAN => Offers different branding hotels with special Asian services model. • Divides the business into many segments • Increase revenue - Offer low budget brands of hotel

• Consistently go beyond their guests‟ anticipation for products and services • Exceed guests‟ expectations, improving and developing their communities • Focus on good quality of services to the guests

• Golden Circle can enjoy 50% discount for a room • Offer a Holiday in Style from MYR610 per night • 10% discount for the moon cake purchase for Privileged Card and Health Club

• Summer Escape Package-comes with 50% discount • Two nights package-20% discount per room by using credit card to pay • Purchasing two or above packages of spa and body treatment will get discount below MYR300 during Hari Raya Aidilfitri

• Investing heavily in training, and offer a multiple of programme for all levels • Every employees bring their core values of life for the guest • Nurture a new generation of hospitality specialty equipped with the flexibility, innovative skills, and service ethos

• Let customers turn every moments into memorable new experiences • A lot of policies act as another survival techniques • Offer for an outstanding associates experience worldclass training, exceptional benefits and strategic career development

• Both hotel are suitable for people who like to travel • To increase profit and expand hotel business internationally, they need loyalty customers and faithful employees