3. Chapter 1 - Chapter 4

INDUSTRIAL TRAINING SHANGRI – LA TANJUNG ARU RESORT & SPA
1
Accounting and Finance/June-Dec’14
CHAPTER 1: INTRODUCTION OF ORGANIZATION
1.1 Introduction Of Organization
Tanjung Aru Hotel Sdn. Bhd.was incorporated on September 19, 1981, with a paid-up
capital of RM83 million. 60% is owned by Innoprise Corporation Sdn. Bhd., an
investment arm under the Sabah Foundation. The remaining 40% is owned by Orange
Grove Holdings Pte. Ltd., a subsidiary company of Shangri-La Hotel Ltd.,
Singrapore.
The company owns and operates a resort hotel at Tanjung Aru, Kota Kinabalu, Sabah.
Initially, this resort was known as Tanjung Aru Beach Hotel, with 254 guestrooms
and 4 restaurants, and managed by Beaufort International Hotel. The 128th
Rulers’
Conference was the first function held at the resort and it marked the official opening
of this luxury resort on October 09, 1983.
On December 01, 1988, Shangri-La International Hotel Management Ltd., Hong
Kong, took over the management of this resort and renovated its guestrooms the
following year. Upon completion of the renovation, this resort was re-named as
Shangri-La’s Tanjung Aru Resort in November 1989, or its more popularly known
acronym as ―STAR‖.
Due to overwhelming demand for hotel accommodation, the Kinabalu Wing was
constructed and officially opened on 8 May 1994 and today, STAR consist of the 4-
storey Tanjung Wing facing the South China Sea and the sweeping Tanjung Aru
Beach, and the 7-storey Kinabalu Wing with rooms facing the idyllic islands of the
Taman Tunku Abdul Rahman or the Crocker Range, capped by its highest peak the
Mount Kinabalu.
In 2008, STAR officially launched its CHI, the spa at Shangri-La, and the resort was
renamed as Shangri-La’s Tanjung Aru Resort & Spa.

2
Shangri-La Tanjung Aru Resort & Spa is a set amidst 25 acres of landscaped gardens,
with 492 beautifully appointed guestrooms which have been designed to reflect the
relaxed, easy-going lifestyle of Sabah. All rooms open onto private balcony and
panoramic views of the gardens, the sea and the outlying islands.
Source: TAH Company Profile (2013)
1.1.1 Organizational Chart of Excom (Executive Committee)
Members.
Andrew David Den Oudsten
General Manager
Paul Loader
Resident Manager
Ngoh Ai Nium
Financial Controller
Param Sivasamy
Dir. of Human Resource
Michele Ma
Dir. of Sales and Marketing
Yusuf Yaran
Executive Chef
Daniel John France
Dir. of Recreation
Michael Wang
Dir. of Food and Beverage
Supratik Guha
Dir. of Rooms
Ewan Yap Kim Yip
Dir. of Engineering

3
1.1.2 Shangri-La’s Philosophy, Vision, Mission, and Core
Values
Our Philosophy
Shangri-La Hospitality from a Caring Family
Our Vision
To be the first choice for our guests, colleagues, shareholders and business partners
Our Mission
To delight our guest every time by creating engaging experiences straight from our hearts.
Our Core Service Values
Respect, Humility, Courtesy, Helpfulness and Sincerity
Source: http://www.shangri-la.com
1.2 Facilities
There are various types of facilities that provided by the company for the employees such as:-
a. Lockers Room (Locker and Restroom)
 The restroom mostly used by staffs that worked on the overnight shift.
Restrooms for staffs are located near the receiving area. Beds prepared for
staffs to take a nap at the restroom. Staffs also provided with locker to keep
their personal items. Makeup table and mirror are available in locker room to
be use by staffs. They can take shower in the restroom as well.
b. Café (Nabahu)
 Nabahu is a canteen for staff. Nabahu operation hours are:-
Particulars Time
Breakfast 06.30 am to 08.00 am
Lunch 11.30 am to 02.30 pm
Dinner 06.30 pm to 07.30 pm
Supper 02.30 am to 03.30 am

4
c. Parking space
 Parking space is provided for staff at Tanjung Park that only can be access by staff
that has a sticker on their vehicles. For those that didn’t have the sticker they can
park at Kinabalu park where this parking supposed to be for guests and visitors.
d. Gym
 The gym located behind the Human Resource Department. The gym operation
hours are 09.00 am to 09.00 pm (Monday to Saturday). Closed on Sunday and
public holidays.
e. Lift
 The lift mostly used by housekeeping, laundry, bell boy, and in room dining to
the guest’s room.
f. Laundry Service
 Uniform is provided for department like housekeeping, front office,
stewarding, and kitchen .Besides that, laundry also provide uniform for Level
1 (Manager), Level 2 (Asst. Manager), and Level 3 (Service Manager).
1.3 Various Departments
There are various departments in Shangri – La Tanjung Aru Resort and Spa, such as:-
1. Human Resources (HR)
 HR develops advice on and implements policies relating to the effective use of
personnel within an organisation. Besides that, their aim is to ensure that the
organisation employs the right balance of staff in terms of skills and
experience, and that training and development opportunities are available to
employer’s business aims.
2. Account and Finance
 Account and Finance department are consist of various divisions:-
 Credit
 General Ledger
 Accounts Payable

5
 Income Audit
 Cost Control
 Receiving
 Inventory
 Purchasing
 Accounts Receivable
 General Cashier
 Payroll
 Fixed Assets
3. Housekeeping
 The priorities of housekeeper in a hotel are to maintain the cleanliness and
appearance of guest rooms and public areas. In the guest rooms, they keep the
rooms stocked with clean cups, coffee supplies, towels and other bathroom
items, such as shampoo and soap and change sheets and make beds. In public
areas, they sweep, mop, dust, vacuum and clean bathrooms and windows.
They often remove trash and deposit it in the building’s dumpsters. Many
refill toilet paper rolls and hand soap in the washrooms, and keep an eye out
for issues such as burned—out light bulbs that need replacing, sometimes
changing the bulbs or telling maintenance/engineering about the issues.
4. Security
 The primarily functions of the security department may include patrolling the
property, monitoring surveillance equipment and insuring that the guests,
employees and their properties safe and secure at all times. This department is
typically categorized as front of the house security and back of the house
security. However, their duties and responsibilities are similar in nature.
5. Engineering/ Maintenance
 The engineering/maintenance departments play a role important role in
maintaining a safe and fully functioning facility while ensuring compliance
with various federal, state, and local environmental, health, safety, operating,
and building codes, standards and regulations. They responsible for the

6
maintenance and repair of physical building and all of its features, including
day to day system operation and maintenance routines, preventive
maintenance, minor and major repairs and improvements, and support for
other operating department and guest activities.
6. Recreation
 This department offer a several of activities or facilities and services for guests
such as tennis, massage and spa (Chi the Spa), and fitness (Health Club).
These services are provided to enhance guests’ experience of staying at
Shangri-La Tanjung Aru Resort and Spa.
7. Front Office and Guest Services
 This department act as a keys to our Guest Satisfaction drivers, these
department are critical the continued success of our hotel, our brands, and our
company as a whole. The Front Office and Guest Services departments are in
constant contact with guests, and have the most diverse operating exposure
within hotel.
8. Food & Beverage (F&B)
 The F&B department in a hotel responsible for the operation and maintenance
of the dining rooms, restaurants, room service, and the needs of any other
function such as a meeting or party that might desire food and beverages.
9. Sales & Marketing
 The sales and marketing department is responsible for promotion of an
organisation and its services to new and repeat guest and customers. They also
will make sure the image of the business is always maintained at the highest
possible level.

7
CHAPTER 2: INTRODUCTION OF DEPARTMENT
2.1 Major Section
Each sector of the hospitality industry has key departments and in turn, each of these
key departments has essential roles and functions which must be performed to provide
customers with quality products and services. These key departments can be classified
in two ways, front of house and back of house. Front of house are department which
have direct contact with customers like Front Office. While back of house are
department which work behind the scenes like Account and Finance. During the last 6
months I undergo my internship in back of house department which is Account and
Finance Department. The Account and Finance Department are responsible for the
hotel’s accounting and financial management requirements, managing the accounting,
procurement function and electronic data processing systems. To provide the general
manager and unit management team with meaningful and timely information on the
status of the hotel’s performance. To assist proactively with cost containment,
revenue enhancement, profit improvement opportunities and safeguarding of the
company’s assets.

8
2.2 Organization Chart Of Department

9
2.3 Job Description
During the last 6 months at Shangri-La Tanjung Aru Resorts and Spa, I undergo my
internship in Account and Finance Department only in 8 division that are Credit,
Income Audit, General Ledger, Fixed Assets, Cost Control, Payroll, Account
Payables, and Account Receivables. I will explain the job description of each division
that I went on below.
i. Credit (01st
July – 27th
July 2014)
Involves qualifying the extension of credit to a customer, monitors the reception and
logging of payments on outstanding invoices, the initiation of collection procedures,
and the resolution of disputes or queries regarding charges on a customer invoice. It
also accurately assesses the credit-worthiness of the travel agents. Credit Department
focuses on providing the travel agent with accurate and timely statements or invoices.
The invoices must be delivered to the customer in a reasonable amount of time before
the due date. The Credit also responsible to privilege authorization on booking in
OPERA after their charges on guest or travel agents credit card then they will ask
Account Receivables to post the payment on the OPERA system.
ii. Income Audit (28th
July – 10th
Aug 2014 and 21st
Aug – 27th
Aug 2014)
Responsible for recording any revenue received by a hotel or resort, which can
include guest room fees and payments made by third-party vendors connected with
hotel operations or banquet services. Working with a night auditor, they reconcile
nightly reports on revenues, and prepare accounts receivable information for entry in
the property's general accounting ledger.
iii. General Ledger(11th
Aug – 20th
Aug 2014)
Responsible for maintenance of monthly bank reconciliation, profit & loss schedule
for income tax submission. Besides that, regularly maintain and update chart of
account and liaise with counterparts in the other properties on current accounting
practices and discuss with superior for implementation, service tax computation,
prepayment and accrual schedules, monitoring of cash floats and review
reconciliation of suppliers statement. Review general ledger account accounts to
ensure account allocations are correct and suppliers’ statement to ensure regular

10
reconciliation with Account Payables subsidiary ledgers, discrepancies are resolved
with Purchasing, Account Payables, Receiving or supplier. In addition, they
responsible to update and provide itemised schedules of prepayment and accruals,
check on items against General Ledger accounts for possible errors in accounts,
follow up and resolve long outstanding items, and discuss with superiors on long
outstanding account.
iv. Fixed Assets (28th
Aug – 14th
Sept 2014)
Fixed Assets are responsible for tracking the value and changes in a company's assets.
The assets they are concerned with may be tangible or intangible. Some of the duties
conducted are the calculation and recording of the depreciation of fixed assets and the
investigation of assets' potential obsolescence. They help companies compare their
asset expenditures with their capital budgets. Besides that, fixed assets responsible for
tagging all fixtures and fitting and to key in all hotel asset on CAPEX (Capital
Expenditure).
v. Cost Control (15th
Aug - 12nd
Oct 2014)
The hotel cost controller’s main focus is to monitor the costs of the hotel and compare
them to the projected budget. They may also be responsible for recording financial
and business activities to prepare periodic statements. The cost controller will usually
meet regularly with other key members of the company, including accountants,
financial managers and other controlling executives. They also responsible to present
cost and budget analyses to formulate any needed plan of action.
vi. Payroll (13rd
Oct - 26th
Oct 2014)
Responsibility of the Paymaster is to ensure that payroll records are created and
updated based on original approved Input Documents and the Input Documents are
verified before update into Payroll System. Paymaster also needs to make sure payroll
is accurately and promptly processed and casual labour payments are supported by
approved requisition and attendance record. Besides that, Paymaster responsible to
prepare and submit all statutory return to the respective government authorities
relating to Provident Fund, Personal Income Tax, Social Security, and etc.

11
vii. Account Payable (27th
Oct – 19th
Nov 2014)
Responsibility of the Account Payable function is to ensure that original invoices are
received for goods delivered and services rendered and the invoices are verified by
matching against supporting documents. They also need to make sure to filing of
payments vouchers in running cheque number sequence and supplier statement of
accounts and official receipts are supported, approved and keyed into WINAC.
Besides that, responsible to make sure payments are processed via Cheques, TT
(Telegraphic Transfer), Bank Draft or through Electronic Banking for adhoc, fixed
charge and SLIM (Shangri-La International Management) Billings.
viii. Account Receivable (20th
Nov – 31st
Dec 2014)
Responsibility of the Account Receivable is to ensure that posting to Fidelio PMS
Holding Areas are verified and processed daily, to ensure no pending items. Billings
to debtors are processed accurately and timely, based on original approved supporting
document and AR balancing posted daily is tally with the Fidelio Trial Balance report.
Besides that, they also responsible for processing of payment of commission to Travel
Agent and issuing debit/credit notes such as agent commission, and over/short charge.
Ensure all charges and credit to the various accounts are entered accurately and
timely, all invoices and statement are mailed on correct address, and apply
unallocated payment to the correct invoice to make sure amount posted is tally with
the Summary Daily Receipts from General Cashier.
Source: Shangri-La Hotels and Resort Manual of Accounting Procedures
: Shangri-La Tanjung Aru Resort & Spa Job Description by sections

12
2.4 Equipment and Layout
2.4.1 Equipment
Each office is provided with equipment such as:-
 Computers
 Chairs
 Desks
 Stationeries :
1. Pens
2. Pencils
3. Highlighters
4. Staplers
5. Papers
6. Rulers
7. Punchers
8. Glues
9. Binder Clips
 Printers & Scanners
 Telephones and Fax Machines
 Calculators
 Casting Machines (Printed Calculator)

13
 Cranking Machine (Only available at Account Payable Office)
 Tagging Serial Number Machine (Only available at Fixed Asset Office)
 Cheque’s Printer (Only available at Account Payable Office)
 Credit Card Machine (Only available at Account Receivable Office)

14
2.4.2 Layouts
Credit Office

15
Payroll, Account Receivable and Income Audit Offices
Documents Cabinet
DocumentsCabinet
Documents Cabinet
DocumentsCabinet
Documents Cabinet
Documentscabinet

16
Accounts and Finance Offices
Slidingdoorcabinet
SafeCabinetwith4
drawer

17
Cost Control Offices
DocumentsCabinet
Documents Cabinet
DocumentsCabinet

18
2.5 Daily Operational Activities
For daily operational activities all finance members responsible for the hotel’s
accounting and financial management requirements. The operation hour of the hotel’s
management is:
*Off day on Saturday, Sunday and Public Holiday
This company is using Microsoft Excel, Microsoft Word, OPERA PMS, WINAC,
Check EAM, Lotus E-mail and Tanjung-Aru Post (Infrasys) as their operation in the
business. The system is easy to use and understand. For another particular, this
company use this software because it has been format on their own ways. For other
document letter, they were using Microsoft Words and for working paper and
program, they use Microsoft Excel. This firm website is offer many advantages to the
people. Public people can surf the internet at www.shangri-la.com for more info.
Day Time
LUNCH
Time
Monday - Thursday 09:00 a.m. – 12:00 p.m. 01:00 p.m. – 06:00 p.m.
Friday 09:00 a.m. – 12:00 p.m. 01:00 p.m. – 05:00 p.m.

19
CHAPTER 3: ANALYSIS
3.1 Analysis of the Establishment
Shangri-La hotels and Resorts are founded in 1971 which is the first deluxe hotel in
Singapore by the Malaysian-Chinese tycoon Robert Kuok. The name was inspired by
British author James Hilton’s novel ―Lost Horizon‖. The meaning of Shangri-La is
ethnic youth, peace and tranquillity.
Shangri-La hotels and Resorts is the first enter to a Chinese hotel market as a foreign
investor and built its headquarters in Hong-Kong. From 1982 to 2002 the company
went through aggressive expansion in Asia pacific region specially focus on Chinese
market. During expanding period Asia has a rapid economic growth and a high
demand of the luxury hotel for business travellers and international tourists’ needs in
Asian. Therefore, the company was growing rapidly and save more funds for future
expansion. Also the company is the largest luxury hotel chain in mainland China.
From 2002, the company continues to expand of brand globally with a strong
foundation and great reputation in Asia.
Today, the company is a world class deluxe Asian hotel chain and its business
throughout Asia Pacific, North American and the Middle East. Moreover, by 2010 the
company owned 69 hotel and resorts and 29 under development of new hotels around
the world. Due to its legendary service, Shangri-La hotel received many international
awards from the publication and hotel industry. As the result, Shangri-La hotels and
Resorts is the leading player in the Luxury hotel industry.
Source: www.ukessays.com
3.1.1 Shangri-La’s Philosophy, Vision, Mission, and Core Values
Philosophy
Shangri-La Hospitality from a caring family.
It means the hotel will provide the great services and let the customer feel like being at home.

20
Mission
―To delight our guests every time by creating engaging experiences straight from our hearts‖
It identified the company’s main task is attractive more customers in order to achieve the
business goals of expanding to be a leader in global hotel industry.
Vision
―To be the first choice for guests, colleagues, shareholders and business partners‖. The
company states that it puts its customers to be the first choice to attract more customers in
order to increase the business profit. The employee, shareholders and business partner will
get more benefit from the business. Moreover, due to excellent services to customers, the
reputation of company will increase.
Core Value
Respect, humility, courtesy, helpfulness, sincerity
This five core value is developed by Shangri-La Hospitality. It involves the positive
influences to successfully running the business. And the core value creates a relationship
between customer satisfactions and employees’ behaviours.
3.1.2 Shangri-La’s Logo
According to company’s logo ―S‖, it presents unique Asian architectural forms of the hotel
location designing. It means hotel like a majestic mountain and the lake or ocean should
surround it. The most of five star Shangri-La hotel and resorts provide an ocean or lake view
to their customers.
3.1.3 Basic Strategy and Key Success Factors
We all know that Shangri-La is a well-known establishment all over the world. Shangri-La
basic strategy is differentiation in niche market. The company offers different branding
hotels to meet different niche groups of customers’ expectations with unique Asian

21
hospitality services model such as spa branding hotel and trader hotel and now they have
introduces Kerry hotel and Jen Hotel.
Moreover, it divided the business into different segments. It provides various services to their
niche market such as commercial and service apartment market and management contracts of
running business for other parties.
There is distinct about lucrative of company’ revenue and a competitive advantage of
expanding business globally by using of focused differentiation strategy.
The key success factors of this establishment because of the offered high quality of services
and products increase brand image and customers satisfaction. Besides that, differentiated
products and services to focus on different target marketing and culture training program in
everyday performance specifically also the major success factors. Another key success factor
is the loyalty program delight customers that make the customers like family. In addition,
compensation and reward growth where employees are rewarded for a high performances
standard and this making employees more valuable by compensation motivation.
3.1.4 Internal Analysis Financial Performances “FIT” (Fully
Inclusive Tour) Strategy Analysis.
The company’s focused differentiation strategy matching the resources and capabilities of the
firm arises the opportunities from the external environment. It has advantages for competitive
leisure industry and is capable to fit the economic trends. Moreover, Shangri-La has a well
management of its financial system, even though, its revenue is lower than previous years,
and the company skill keeps growth for profit in each year. In addition, there is the large
investment to expanding of new hotels and projects in future, which it believes the company
will add more value to shareholders and become stronger on its financial performance in next
few years. Therefore, the company still needs to be improved to increase its revenue and
profits, but the current financial performance is showing positive. The company consider the
following qualitative efforts to fit success factors.

22
The company has to focus differentiation strategy and continues to increase the brand
awareness and loyalty to attractive more customers. The company should implement the
human resource management by training employees and unique high quality services.
In order to increase the revenues, the company should offer low budget brands of hotel to
appeal more customers. Innovation some unique high quality services to against strong
competition such as partnership with Airline Company or Car Rental Company.
Due to stuff competition, the company should put more investment on the employee’s
compensation in order to motivate their high performances.
3.1.5 Marketing Mix and Industry Life Cycle.
Marketing Mix
Shangri-La had 4 main businesses segments:
 Hotel ownership and operations
 Property development, it includes commercial building and services
 Hotel management services to group owned and third party hotels
 Spas at Shangri-La provides private spa suite and help the traveller relaxing and
restoring the balance to mind and body.
It offers five star and four star hotels in four different brands. The most of five star
Shangri-La hotel and resorts provide an ocean or lake view to their customers. Also the
company specially promotes Asian hospitality for high quality services to meet the customer
needs in different hotel brands. There are three main brands of hotel in the company to target
different customers’ needs. The brand of Shangri-La hotel is a five star luxury hotel and
typically target market comes from the higher income busy travellers. It is located in premier
city. Shangri-La resorts are a five star luxury hotel target high income travellers and families.
It offers a relaxing environment for customer vacation. It is located in some of the world’s
most exotic destination.

23
Industry Life Cycle
The company is a growth market stage, because the consumer has brand awareness on this
company and potential market is very competitive environment for new local hotels entering
and existing global company in hotel industry. The company should continue on
differentiation strategy to increase the market share. Moreover, the company needs to
increase the customer loyalty and brand image to get a high ratio on customer return. Also
aggressive promotion and operation expend can appeal to more customers. As these
strategies, company can achieve the goals of growing faster than market average.
3.2 Analysis of the Department
While doing my industrial training at Shangri-La Tanjung Aru Resort and Spa, I’ve
been to 8 sections/divisions; - Credit, Income Audit, General Ledger, Fixed Assets,
Cost Control, Payroll, Account Payable, and Account Receivable.
Credit
Credit Office is the second smallest office in Account & Finance Department after
General Cashier Office. It was located near to BOST (Back Office Support Team)
Office, General Cashier Office and F&B Office at 1st
Floor Tanjung Wing behind the
reservation counter. Conducted by 4 staffs, this section under Ms Doreen Chin
guidance as Service Manager – Credit and assist by Ms Eva Rose Raquiza as Asst.
Service Manager – Credit and two others are Ms Saibih Ampawih and Hillarius
Jipulin. This section use OPERA PMS system for daily operation routines and
Microsoft Word and Microsoft Excel for issued other things like letters, summary
daily report and etc.
Income Audit
Income Audit located at the 2nd
Floor Kinabalu Wing. This section share office with 2
others section that are Account Receivable and Payroll, conducted by 4 staffs under
guidance of Mr Tommy Wong as Service Manager – Income Audit and assist by Mr
Denny Philip as Service Leader – Income Audit, Mr Sam Lim and Ms Laurrianne
Hadymond both as Service Associates – Income Audit. This section mainly use
OPERA PMS and Tanjung-Aru Post (Infrasys System).

24
General Ledger
General Ledger located at Account and Finance Office in 5th
Floor Kinabalu Wing.
General Ledger only conducted by one person that is Mr Peter Chua as Service
Manager – General Ledger. He mainly used WINAC system in his daily operation
activities.
Fixed Assets
Fixed Assets located at Account and Finance Office in 5th
Fixed Assets only conducted by one person that is Ms Felecity Applonius as Service
Associate – Fixed Assets. She mainly used Bizpoint system in his daily operation
activities.
Cost Control
Cost Control located at Basement Floor of the hotel, this section share office with
Receiving Section. Cost Control conducted by 3 staffs that are Ms Fazilla Bulat, Mr
Raimon Bakar both are Service Leader – Cost Control, and Ms Sabrina Maybellyn
Dunsing (Service Associate – Cost Control). This section mainly used Tanjung Aru
Post (Infrasys System) and Check EAM in daily operation activities.
Payroll
Payroll located at the 2nd
Floor Kinabalu Wing. This section share office with 2 others
section that are Account Receivable and Income Audit, Payroll only conducted by one
person that is Ms Joanah Joseph (Service Manager – Paymaster). She mainly used
Orisoft Unified Payroll Management System, but I never get a chance to learn these
systems from her since her work are private and confidential.
Account Payable
Account Payable located at Account and Finance Office in 5th
Account Payable conducted by 3 staffs that are Ms Edna Charles (Service Manager –
Account Payable), Ms Melynda Sheena Denisius (Service Leader – Account Payable)
and Ms Sharon Mona Johny (Service Associate – Account Payable). This section
mainly used WINAC system and Check EAM in daily operation activities.

25
Account Receivable
Account Receivable located at the 2nd
Floor Kinabalu Wing. This section share office
with 2 others section that are Payroll and Income Audit, Account Receivable
conducted by 4 staff that are Ms Marwinie Adnan (Service Manager – Account
Receivable), Mr Affrizan Jaiman, Ms Susany Ahip, and Ms Mirna Bukut. The three of
them are Service Associates – Account Receivable. Account Receivable mainly used
OPERA PMS in daily operation activities and WINAC only used by Ms Marwinie
Adnan once in a month.
3.3 Comparisons against Competitor
Shangri-La hotel and resorts as one of the top luxurious hotel in Asia, still faces a
strong competition with many other top global hotel companies and domestic hotel
companies. The top competitors of this company are:
Hotels Descriptions
Four Seasons Hotel Resorts It operates by high level quality service hotel,
private residual property renting in 35
countries and owns over 84 five star hotels.
Hong Kong and Shanghai Hotels Limited It has more than 24 deluxe hotels,
commercial and residential properties in
Asia, Australia, Europe, and North America.
New World Development It offers broad differentiation service lines to
attract a width range of customers. Its
business includes apartments, office
buildings, hotels, department stores, roads
and power plants in Hong Kong, mainland
China and Southeast Asia.

26
Marriott Hotel Chain It operates different brands of hotels which
include Ritz-Carlton, Renaissance and
Courtyard. Also there is large market share in
North American hotel industry and the
company began expanding in Asian over 100
hotels by end of 2010.
Mandarin Oriental Hotel Group It operates over 42 hotels in 30 countries

27
CHAPTER 4: CONCLUSION AND RECOMMENDATION
4.1 Conclusion and Recommendation
4.1.1 Conclusion
They are a great opportunity having an internship programme in Shangri-La Tanjung
Aru Resort and Spa. Besides the experience gained during the 6 months it is widen up
my minds on what is mean by working environment. I have covered the knowledge of
auditing and accounting during my time spent inside the company. Through this
training, I have learned much technical and non-technical stuff. About the non-
technical stuff, I learned such as way managing the relationship between workers and
boss, the right attitude in solving problem, and the way to deal with clients.
Before my internship started my ideas did not match the experiences have gained
during my internship. There is a big difference in the college projects and the tasks
and activities during the actual work. In college we learn how to describe the work in
projects, where in work you learn how to implement them in reality. This internship
was definitely an introduction to the actual work field for me. I have learned to work
in a business organisation and apply my knowledge into practice.
I learned a lot from the different interns that I have been working with during my
internship. Each intern had a different educational background and that made it
interesting for me. By working with them I got to learn from them and become aware
educational background.
This internship was definitely beneficial for me and I’m grateful and thankful that I
got to experience and learn many things.
4.1.2 Recommendations
4.1.2.1 Recommendations for the Internship Company
Shangri-La Tanjung Aru Resort and Spa is a great learning company for interns.
Shangri-La is a big company and helps interns improve and develops their skills. I
would recommend Shangri-La to keep hiring interns with different educational
background, to help build and improve the company with the knowledge they gained

28
from their studies. Last but not least, I hope in future Shangri-La Tanjung Aru Resort
and Spa will give allowances to the interns to motivate intern work harder and take
the task given as they responsibility.
4.1.2.2 Recommendations for the College
Asian Tourism International (ATI) College is well known for the Hospitality,
Tourism, and Culinary Courses but not for the Accounting and Business Courses. So,
I would recommend ATI College management to act aggressively to introduce School
of Business to the world. As we know School of Business only has a few students
that we can count by hand for every intake, I believe this is because of the marketing
team that fail to introduce School of Business to the public. Accounting and Business
Courses is promise students to have job opportunity since this field has been growth
rapidly. So, I hope ATI college management will do something regarding this matter
to make sure School of Business sustained.
4.2 Past Knowledge
Before undergo my internship in the real industry, I never imagined what an account
clerks or finance clerks could do. I never work and I don’t have any experience in this
field except the knowledge that I learnt in college. On my first day, they give me my
schedule for the 6 months in Shangri-La Tanjung Aru Resort and Spa. After few days
intern, I realised that I need a lot of things to improve. With everything computerized,
all I know how to use is Microsoft Power Point, Microsoft Word, Microsoft Excel,
L.A.K Weighing System and UBS Accounting. Besides that, I realised that I lack of
knowledge of how to work effectively, precisely,how to communicate well over the
phone, communication skills and about the computerized system that they used.
4.3 Present Skills Acquired
I set up goals halfway during my internship, to develop and improve areas that I find
needed to be improved. The working areas I develop and improved in during my
internship are the following:
Work effectively - I want to learn how to work effectively. I have achieved this
halfway my internship by working and using a to-do list. This to-do-list was notes that

29
my trainer give me. The to-do-list existed of work that needed to be done first and had
more priority than other daily tasks.
Work precisely - I want to work more precisely. At the beginning of my internship, I
noticed that there are lots of mistakes found in my work. Mistakes that I meant are
mistakes in spelling and grammar but also in delivering work that is not done yet.
Halfway my internship, I have improved in this area by reading, listening and
focusing better on my work. Ms Marwinie Adnan (Service Manager – Account
Receivable) is the one that always remind me that reading, listening, and focus is
important if I want to improve myself.
Improve my communication - I want to improve my communication skills. At the
beginning of my internship, I realized that I didn’t communicate often. This is
because I was at the time unsecure about my English. Halfway my internship I have
improved this by communicating more with the interns that I have worked with and
talking to them about all kind different subjects.
Phone calls - I want to be able to make calls and answer the phone more easily. At the
beginning I had difficulties communicating over the phone. This is because I was at
the time unsecure about my English. Halfway my internship I have practiced and
improved answering the phone more than usually.
Computerized System – I want to be able to use the system. At the beginning I only
know how to use Microsoft Power Point, Microsoft Word, Microsoft Excel, L.A.K
Weighing System and UBS Accounting system. Halfway my internship I have learnt
they computerized system and able to use it. The computerized system that I meant
are accounting software called WINACC. It’s basically the same with using UBS
Accounting when I learned in college. I also learnt how to use OPERA PMS which is
mainly used by each sections in Account and Finance Department. I also learned how
to use Tanjung Aru Post (Infrasys Systema), which is software only used by Income
Audit and Cost Control. Income Audit used to check, verify and print bills from the
hotel’s outlets while Cost Control used to know in and out of the items.

30
4.4 Future Career Paths and Industry Development
School of Business students have a very wide selection of career paths after
graduating from college. Apart from being an Accountant, fresh graduated students
can also choose being a Lecturer, Auditor or work in Bank. In Shangri – La I had
expose myself to environment other than an accounting firm but also to other
environment, especially in Hospitality Industry. After graduating I am sure and
believe that I will never get problem to get a job.
While undergo my internship in Shangri-La Tanjung Aru Resort and Spa what can I
see hospitality industries grow rapidly, hospitality industry can give lots of benefits in
development of our country because the colourful multi- ethnic group practising
multi-culturalism in Malaysia has attracted millions of foreign visitor to the country .
So, if we take the responsibility for the industry development, it is surely giving the
biggest impact in developing our country.

3. Chapter 1 - Chapter 4

Recomendados

Recomendados

Más contenido relacionado

La actualidad más candente

La actualidad más candente (20)

Destacado

Destacado (20)

Similar a 3. Chapter 1 - Chapter 4

Similar a 3. Chapter 1 - Chapter 4 (20)

3. Chapter 1 - Chapter 4