1

CHAPTER 1

Introduction

1.0

Industrial Practical Training

In an industrial training is one of most important component for students to

be awarded the certificate diploma.
In five month, who wants to be getting the certificate diploma, student must
go to the industrial training for a few months. In this case for the semester three, the
student need learn how to working in real life and practice from the now for the
future life student after graduation.
The student will be placed a private companies or government agencies to
practice them to real-life working environment which is very different from the
learning situation in college.
Often student will be get problem in their industrial training because some
student not focusing on the work. Some student learns faster to try surviving in real
life working. In real life working on industrial training, student get lot of encounter
by various challenges and problem has been endured before.
The important of the condition in polytechnic is, all of the student must pass
their industrial training before they are allowed to begin the next semester. Those
who fail will have to repeat.

In semester three, during on industrial training the student must to complete

their final report for this industrial training before come back to polytechnic. Before
submit a report industrial training, student need to prepare the slide show to
presentation and also start to test for the interview season.
While the student start going working on the industrial training, every
student has given the task just like a assignment compulsory to be done namely
daily report book.
All of student have a daily report book. This book is very important for
student because this book just like a simple note to remember what the student
doing on their work in daily. If student not writing in daily, after finish on industrial
training , maybe the student get lack of control to remember back what their doing
on working when the student try to start writing full final report for industrial
training.
The most important key, daily report must writing every day start from first
training until the end of their industrial training.
For the last , after registration in semester four student must do the final
report that has included about all of benefit they got from industrial training. After
that final report submitted, the student have to make a presentation about their
report and student also have to facing the interview session that is important to
student to know the true step to find a job.
Those who fail to do all of that will have to repeat the semester.
1.1

Industrial Training Objective

On the whole its, training objective industry is to built market self for
student to seek out training site, beside it also can expose student practice and link
course knowledge and field theory has been learned for practical in that firm, and
can expose to students about real job situation. As such, in time about five months
undergo the industrial training, it is the suitable time for student to gain experience
and work skills.

1.1.1

The industrial training objective is :

a) To expose to students about the true working situation before graduated
follow respective specialization field.
b) Inculcate teamwork and good working relationship with fellow workers.
c) Student can face challenges, problem, and trouble which arise calmly. It
gives experience to students in facing challenging working world and
lump sum train student crossing various obstacles to brilliantly
successful. This would be vital to produce knowledgeable graduates and
capable in doing those tasks given whether in fields or out of field
adopted even if.
d) Can nurture trustworthy attitude, responsible, and constructed high selfconfidence. The matter very important to ensure work quality well off
students in high-level and fulfilling all parties that.
e) So that can nurture and educating students to observe and practiced all
good safety regulations and work ethic during undergo this industry
training with his victory.
f) Able to provide opportunity to private organization, statutory body and
government to move suitable experience and expertise to students over
excellent professional energy formation, glorious and famous.
g) In effort to further improve excellence inside field academic,
perseverance, positive attitudes and wise needed. Hence, this industry
training somewhat can make inside students achieve and obtain
excellence is hoped in fields academic.

h) As such, the student can clearly seen and real will live interest through
this industry training. It can assess student self ability and enable
students to adjust with job would go through later.

1.1.2

Importance In Industrial Training

a) Will be able to work as teamwork and builds the good relationships.
b) To teach a particular person skill of type of behavior through practice
and instruction in a real working condition and equipment.
c) Expose trainee to the various aspect of industrial practices and ethics.
d) Provide trainee with a job experience and how to handle hotel daily task
and equipment efficiently.
e) To prepare them to enter working life since the job market nowadays
f)
g)
h)
i)

demanded
Competent and skillful employees.
Developing a sense of responsibility towards society.
Developing personality & communication skills for future.
Enabling to execute more informed judgment and

accepting

responsibility for it.

j) Understanding the formal and informal relationships in an industrial
organization so as to promote favorable human relations and teamwork.
k) Understanding real life situations in industrial organizations and their
related
l) Environments and accelerating the learning process of how knowledge
m) Could be used in a realistic way.
n) Learning accepted service line practice in industry

CHAPTER 2

Ixora Hotel Background

2.0

Company Overview

Officially open by Penang Chief Minister, YB Tuan Lim Guan Eng on 14th
December 2011. Owned by Datuk Ng Swee Chin.
The Ixora Hotel is a new leading 4-star standard hotel in mainland Penang,
conveniently located within five minutes away from the Penang Bridge, and on the
doorstep of the towns largest shopping district, an array of restaurants and night
entertainments.
Ixora Hotel offer a range of facilities and services, including rejuvenation
spa, gymnasium, in-room workout, valet parking and 24-hour concierge service.
Our hotel provides a fully serviced business centre and meeting facilities for
business travelers.

2.1

Company Logo

2.2

Company Address

Ixora Hotel
3096 Jalan baru, Bandar Perai Jaya, 13600 Perai, Penang, Malaysia.
Telephone: +60 4 3828888
Fax: +06 4 3828800
Website : www.ixorahotel.com

2.2.1

Facilities Offered
a) Concierge and Lounge
b) Safe Deposit Box
c) Business Centre
d) Courier Service
e) Taxi Service
f) Laundry Service
g) WIFI
h) Elevator
i) Gymnasium (7.00 am 9.00 am)
j) Library ( coming soon )
k) 24 hours room service
l) Free car park

2.2.2

Product And Services Rendered

Be inspired by our 326 extra spacious guestrooms with 13 type of
room and 11th floor. Designed to make you feel and look fresh throughout
your stay with us, our rooms features attached private bathrooms with
separate rain forest shower and bathtub, toilet bidet, bathroom amenities and
hair dryer. Bedrooms are appointed with pocket spring mattresses, non
allergic duvets and pillows, as well as 250 thread-count sheets. Stay

connected with Free WIFI Internet access in a stylish work desk and
ergonomic chairs.
2.2.3

2.2.4

Information Room Type

Room Type

Total Room

Budget Room
Superior King
Superior Twin
Superior Triple
Superior Family
Superior Suite
Disable Access
Deluxe King
Deluxe Twin
Deluxe Family
Executive King
2 Bedroom Suite
4 Bedroom Suite
Vip Suite

17
44
52
8
8
5
1
91
59
12
10
15
4
1

Guestroom Facilities
a) 24-hour in room dining
b) Thermo state air-conditioning system
c) Complimentary wired and wireless broadband Internet access
d) IDD telephone and voice mail
e) Astro channels on 32-40 LCD TV
f) Tea and coffee making facilities
g) In-room laptop size safe
h) Hairdryer, bathrobe and slippers
i) Key card door and elevator access
j) Radio alarm clock / iHome iPod docking system

k) In-room bar and snacks

2.2.5

Hotel Outlet
a) Straits Cafe & Lounge
b) Grand Ballroom
c) Meeting Rooms
d) Press Room
e) Lobby Lounge

2.2.6

Straits Cafe And Lounge

Located on the grounded floor, our top Nyonya Chefs will tickle
your taste buds with the mouth watering South East Asian Cuisine to cater
up to 190 persons. Apart from the good food, there is an open terrace for you
to enjoy the fresh air and if you prefer listening to music, there is a lounge to
cater your needs. The cozy ambience of lounge makes it a nice place to
unwind and enjoy its selection of drinks.

2.2.7

Conference And Events

Our banquet and meeting rooms are fully equipped with advanced
audio visual system, WIFI connectivity and multimedia technology to
accommodate every function. For bigger celebrations or events, plan to
impress in IXORAs luxurious Ballroom one of the largest banquet hall in
mainland Penang. Unwind in our delightful dining of South East Asian,
international buffets and authentic Chinese cuisine. Lobby lounge provides
for guests when they are waiting for check-in and enjoy welcome drink.

2.2.8

Company Mission And Vision

Mission
To ensure guest experience the extraordinary service with genuine value To
ensure guest experience the extraordinary service with genuine value

Vision
To have dedicated staff to be the leading hotel in the mainland Penang

2.2.9

Company Organization Chart

Managing Director
Dato Ng Swee Chin

Director
Mr. Ng Sze
Li

Director
Hotel Operational Manager

Ms. Ng See
Ying

Mr Mosses Poon

Executive Chef
Mr Beh

Maintenanc
e Executive
Mr Rosli

Assistant Director
Of Sales
Mr Faishal

F & B Manager
Mr Cheng Koy
Boon

10

Assistant Director
of Finance

Assistant
Housekeeper

Mr Sunny Chai

Mr Wan Khairil

Assistant Front
Office Manager

Chief Security
Officer

Mr Kenji Wong

Mr Zubir
Human Resources
Manager
Mr David Cheng

CHAPTER 3

Work Progression

3.0

Department Banquet In Food And Beverages

To increase the up selling on the Hotel Business in provide a food and
beverage service in accordance with policies and guidelines of the hotel.
Responsible for preparing materials and equipment, organizing the function rooms,
setting the tables and serving in specific function. Delight our customers by
providing them with the highest possible service excellence.

Asst. F. Office Mgr.

Mr. Kenji Wong

11

3.0.1

Duties And Responsibilities - Multi skilling

a)
b)
c)
d)
e)
f)
g)
h)
i)
j)
k)
l)
m)
n)
o)
p)
q)
r)
s)
t)
u)
v)

3.0.2

Welcoming and greeting guests.

Seating the guest
Presenting menu
Taking drink orders
Serving beverages
Taking food orders.
Serving plated food
Clearing plates & glasses.
Changing ashtrays
Serving dessert
Serving after dinner drinks, coffee or tea.
Checking guest satisfaction.
Presenting bills
Thanking guest upon departure
Arranging function room and set tables based on details of arrangement
for function.
Obtain requisite supplies, materials and equipment from Stewarding,
Housekeeping and other departments.
Clean and polishes material and equipment such as glassware, chinaware
and silverware.
Inform superior of need for repair of operating equipment, fixtures and
furniture in function rooms.
Sending down used linen to Housekeeping.
Ensure that all storerooms are kept clean.
May be assigned to perform duties of Captain when necessary.
Perform duties common to all rank and file and non-supervisory
personnel and other duties as may be assigned.

Customer Relations

a) Handles all interactions with a smile, calm and courteous manner.

b) Attend guests needs, requirements and complaints promptly.
c) To check customers satisfaction before, during and after each function.

12

d) Ensure that all set-up and service sequence is accorded to the

convenience of the guests and is strictly adhered to the Banquet
Minimum Quality Standard and Banquet Standard Operating Procedure.
e) To demonstrate respect, humility, courtesy and helpfulness through
sincerity.
f) To achieve customer loyalty through delighting them by providing
courteous, friendly and efficient service

3.0.3

Training
a) To attend all personal development classes assigned or
nominated.
b) Consistently practice Banquet Guiding Principles, Banquet
Minimum Quality Standard and Banquet Standard Operating
Procedure to achieve customer delight.

3.0.4

Environment Awareness
a)
b)
c)
d)
e)

Reduces waste and re-use as much as possible.

Recycles whenever possible.
Conserves water and energy.
Maintain a healthy and clean surrounding.
Participates in activities relative to the protection of the environment.

13

3.0.5

Banquet Work Progression In Per Week

Week

Date

17/6/2013
23/6/2013

Activities conducted
a) Orientation about what is Ixora meaning and what
Ixora Hotel to do.
b) Induction program with Mr.David Human
Resourses Manager.
c) Assigned to our department and introduced who is
a respective HODs (Head Of Department)
d) Introduced about Department Banquet with
Manager Mr.Nizam and giving some information
about Department Banquet. Example, the name of
the item, equipment, guide to arrange, how to
setup a function and also the events.
e) Meeting with Manager and staff of Banquet
Department about the schedule.
f) First task from the Banquet Captain , need to setup the event and function for the buffet dinner in
the meeting room and ballroom.

14

24/6/2013

a) Setup the meeting room style Class Room layout

the room following the plan from Captain in

30/6/2013

charge.
b) Clear the room and start to setup for the Buffet ,
Tea Break and also standby for function in
Ballroom and the Meeting Room.
c) Pick up the cutlery, item, equipment then setup for
the function tommorow.
d) Arrange the chairs with the table, table cloth and
so on. Then need to set-up and put in the Meeting
Room for standby the next day function.

1/7/2013

a) Set-up function above 100 pax in Ballroom, before

that we got the task from Captain Banquet. We

7/7/2013

need to wipe the utensils and also the cutlery

before to setup on the table.
b) Setup the Dinner Chinese Style for the Dinner
Function in Ballroom.
c) Arrange the equipment, item, cutlery, plate and so
on then follow up the guide from task Banquet
Captain to manage the Coffee Break.
d) Setup Meeting Room with Style Class Room, need
to pick up the oblong table, chairs, ibm, speaker,
writing paper, pen, pencil, mineral water and also
the sweet candy. Put on the table.
e) 1 person got 4 item on the table. First 1 pen, 1
mineral water, 3 candy and 3 of the writing paper.

8/7/2013

a) Task from the Event Order, need to set-up the

function style Class Room in Meeting Room,

b) Arrange the table, chair, white board and so on

14/7/2013

then change to style Meeting U Shape.

15

c) Pick up the cutlery, item, equipment then wipe.

After finish, need to setup class room, buffet and
coffee break for the function tommorow.
d) Standby the take care the function for buffet and
coffee break, task giving from the captain then
need to clearing plate, cutlery after they done to
eat.
e) Mise-en-place food the utensil, equipment, cutlery
for the next day function.
f) Have a function for the Food Testing, task giving
from the Banquet Captain to take care the guest
for the Food Testing then serve food course by
course.

15/7/2013

a) In the Ballroom, task giving from the Manager

need to setup 300 pax for the Buffet Dinner.

b) Arrange the table, chair and pick up table cloth

21/7/2013

and also the chair cover for function Buffet Dinner

tommorow.
c) Folding napking, wipe the cutlery and also the
glasses.
d) Pick up Mineral Water from the Storage, 50 box
inside have a 24 bottoles.
e) In the Meeting Room, the Banquet Captain giving
task to put on the table som e of a equipment.
Example, a candy, pen, mineral water and also the
writting paper.
f) Take care for the function, and do some clearing
on the Coffee Break.
g) Refresh and reset then setup a next day function.

22/7/2013

a) Meeting Room, need to set up the Class Room.

16

28/7/2013

Pick up the class room table with a chairs.

b) Arrange the Coffee Break then Set up after lunch
with following the Event Order for the next days.
c) Arrange, organize and counted table cloth. Table
top, chairs cover, napkin, and also the buffet cover.
d) Wiping the utensil and set up another table setting
because we have an event for the next day.
e) Arranged table and also the chair then bring into
the Ballroom for the next dah function.
f) Folding napkin for 500-600 pax function.

29/7/2013
4/8/2013

a) In the Meeting Room, task to do for this week

from Banquet Captain in Charge. We need to set
up from Class Room change to Theatre Style.
Only pick up the chairs and the class room table
sent into the storage banquet.
b) Wiping then setup.
g) Mise-en-place food the utensil, equipment, cutlery
for the next day function.

5/8/2013
11/8/2013

a) Wiping all utensil like a plate, glasses, spoon, fork,

knife and so on for the function Food Testing.
b) Preparation for set up the meeting room , follow
up the classroom style.
c) Wiping for utesil Coffee Break and ready to
standby setup.
d) Clearing all of meeting room. Refreshment back
then setup a new tasking for the function next day.
e) In the ballroom, Chineses Set Style bget ready a
utensil with a equipment and also the cutlery for
setup function. Before do this task, we need to
arrange the table and chair follow up the layout
plan from Banquet Manager.

17

f) Preparation welcome drink for the bigger dinner

function like a wedding then put on water in to the
guest glass. We call it a goblet.
g) Time in started live on function, we do like a
waiter to serve some food to the guest , do some
clearing on table guest, change a new plate and
refill the water to guest drinking.

12/8/2013
18/8/2013

a) Normally tasking get it in two time in per month,

from the Banquet Captain their giving some task
for do a little clearing the Linen Room.
b) Arrange and separating the old, dirty, torn
tablecloth on to the Housekeeping linen to
washing.
c) For the Coffee Break and also the Buffet Lunch,
the task from Manager in charge we need to take
care all of guest eating. Doing some clearing plate
and refill some food if their buffet food become
half empty.
d) Function for the meeting, we need to refresh back
then top up some mineral water and writting
paper to the guest .
e) The most important, task giving to setup function
for the next day. Always do a classroom style and
the theater style in Meeting room.
f) Pick some food from the pastry and banquet
kitchen for the breakfast morning tea break.
g) From the Storage Department in basement hotel,
task giving to take some mineral water. Total of
box is a 50. Inside per box have a 24 bottles
following then take some equipment for the
classroom meeting. Example is a pen, writting

18

paper, marker pen and so on.

10

19/8/2013
25/8/2013

a) In Meeting Room, setup function for buffet. Total

table is a 10, 10 person per table. Is a 100 pax for
setup buffet luch.
b) Wiping the cutlery with the utensil also.Then after
finish all of task, need to setup and layout the table
following the plan from Banquet Captain. Take
same table cloth, chair cover, napkin and so on.
Organize all of thing.
c) After finish the function in Ballroom, the Manager
giving a new task to rushing and faster to clearing
all of thing in Ballroom then to setup back Style
Buffet Dinner for the next day..

11

26/8/2013

a) Arrange room for the next function above 100 pax.

Task giving to setup this room for the Classroom

1/9/2013

Style. Pick up some table and chairs also with the

utensil for the classroom equipment. Example like
a pen, writting paper, candy, and the last one is a
mineral water per one person only.
b) Function on the ballroom, Dome Style need to
arrange the table, chair and ofcouse the dome set
with the cutlery.
c) Cleaning the plate and wiping the glass for
function. Preparing the standby equipment for the
backup plate and glass for guest in live function.

19

3.1

Department Kitchen
3.1.1

Introduction
The best part of the hotel department is a Kitchen Department.
Kitchen is a room or part of room used for cooking and food preparation. In
the West, a modern residential kitchen is typically equipped with a stove, a
sink with hot and cold running water, a refrigerator and kitchen cabinets
arranged according to modular design. Many household have a microwave
oven, a dishwasher and other electric appliances.
The main function of kitchen is a cooking or preparing food but it
may also be used for dining, food storage, entertaining, dishwashing and
laundry.

3.1.2

History Of Kitchen
The houses in Ancient Greece were commonly of the atrium type:
the rooms were arranged around a central courtyard for women. In many
such homes, a covered but otherwise open patio served as the kitchen.
Homes of the wealthy had the kitchen as a separate room, usually next to
bathroom (so that both room could be heated by the kitchen fire), both
rooms being accessible from the court. In such houses, there was often a
separate small storage room in the back of the kitchen used for storing food
and kitchen utensils.

20

3.1.3

Kitchen Type
Restaurant and canteen kitchen found in hotels, hospitals,
educational and work place facilities, army barracks, and similar
establishments are generally (in developed countries) subject to public
health laws. They are inspected periodically by public-health officials, and
forced to close if they do not meet hygienic requirements mandated by law.

3.1.4

Cooking
Cooking or cookery is the art or practice of preparing food for
consumption the use of heat. Cooking techniques and ingredients vary
widely across the world, reflecting unique environmental, economic, and
cultural traditions. Cooks themselves also vary widely in skill and training.
Cooking can also occur through chemical reaction without the
presence of heat, most notably as in Ceviche, a traditional South American
dish where fish is cooked with the acids in lemon or lime juice. Sushi also
uses a similar chemical reaction between fish and the acidic content of rice
glazed with vinegar.

3.1.5

Kitchen Work Progression In Per Week

Week

Date

Activities conducted

12

1/9/2013

a) For the first task in kitchen pastry, pastry cook

7/9/2013

chef oii giving some guide to make a bread for the

breakfast with following the standard recipe.
b) Making a muffin for the breakfast with following
the instruction on standard recipe.

21

Kitchen
Pastry

c) Practice to make a bread without reading the

standard recipe. Note, practice mind to remember
the standard recipe.
d) Pick up pastry food in the storage department.
e) Bake the muffin, bread and so on.
f) Every day after finish the breakfast, from the chef
giving task to clearing the food pastry on the
buffet line for the breakfast time finish.
g) Making again a food of pastry for the next day
function on breakfast buffet. Example, make a
waffle, yogurt, bread, muffin and cake counter.

13

8/9/2013
16/9/2013
Pastry
Kitchen

a) In buffet breakfast, the task from chef pastry need

to take care and pick up some food to refill if the
food pasty on the buffet breakfast is decrease.
b) Take care the buffet line pastry station only. Refill,
if decrease the food, pick up from pastry and
added more the food for buffet breakfast.
c) Making a dough of bread wih following the
standard recipes.
d) Pick up pastry food and pastry item from the
storage department.
e) Follow the instruction guidelines first in first out
if a new item and pastry food already coming in
pastry kitchen.
Clearing the food pastry on buffet breakfast.
f) Making a cake, muffin, waffle, bread, chocolate
garnishing, sponge cake and so on.

14

17/9/2013
23/9/2013

a) Every day doing a same task, refill the food pastry

from the buffet breakfast.
b) After finish the buffet breakfast, need to clearing
then making again some food for the next day

22

Pastry
Kitchen

buffet breakfast.
c) Task from chef pastry, need to making a bread,
pizza, and also the cookies for the next day
function.
d) Pick up item pastry from the storage department.
e) Arranged the item food of pastry with following
the standard procedure first in first out
f) Practice to learn more in pastry kitchen with
following the instruction in standard recipe.
Practice work more faster than yesterday.
g) Tasking from chef pastry, need to make a sponge
for the cake layer.

15

24/9/2013

a) For the first time in cold kitchen, task from the

chef cold kitchen needed to take care the egg

30/9/2013

station counter. Station for ordering the egg,

example omellete, fried egg, scrambled egg, sunny

Main
Kitchen /
Cold
Kitchen

side up and so on.

b) From the egg station counter, taking a guest
ordering for the egg then need to cook and after
done need give to them with a smile.
c) Mise-en-place like a fruit, vegetable and so on.
Then prepare to standby food for the next day
buffet breakfast.
d) List down the item, food and so on for the cold
kitchen and main kitchen to pick up in storage
department.
e) Cutting fruit, washing the vegetable, cut and
debone chicken or fish for the ala carte menu.
f) Preparing early food for the buffet breakfast.

16

1/10/2013

a) Station counter. Station for ordering the egg,

23

7/10/2013
Main
Kitchen /
Cold
Kitchen

example omellete, fried egg, scrambled egg, sunny

side up and so on.
b) Cutting the fruit for the lunch buffet.
c) Preparation food for the next day buffet breakfast.
d) Stir the egg with seasoning for the egg station
counter.
e) Cutting, washing clear vegetable and throw out the
dirty vegetable.
f) Pick up food item for main kitchen and cold
kitchen from the storage department.
g) Arrange and organize the food, chicken, fish,
vegetable in chiller and freezer with following the
standard procedure FIFO (First In First Out)

17

8/10/2013

a) Cutting, washing vegetable and throw out dirty

vegetable.
b) Cutting the fruit, then plating to the special fruit

14/10/2013

plate.
c) Mise-en-place for the condiment like a mix
Main
Kitchen /
Cold
Kitchen

vegetable with a mushroom and also the cheese for

the Egg Station Counter.
d) Washing,clean the hairs chicken, marinate chicken
wing then wrap and put in to the freezer.
e) In the morning, time in buffet breakfast the tasking
from the chef in charge giving to do a runner food
to pick food and refill back into the buffet
breakfast insert food.
f) Check list the food from main kitchen and cold
kitchen. List down if the item does not enough to
preparation for next day. Then pick up from
storage department.

18

15/10/2013

a) For the first day in Banquet Kitchen, tasking from

24

Chef in charge giving to me to washing and clean

21/10/2013

the chicken for the Buffet Dinner function for 400

Banquet
Kitchen

pax.
b) Washing and clean fish.
c) Cutting the vegetable for the buffet function 400
pax.
d) Make mise-en-place food for staff canteen.
e) Cook for staff food.
f) Pick up food, item and so on from Storage
Department.
g) Arrange/organize the food and vegetable in the
chiller/freezer

19

22/10/2013

a) Washing,cleaning the chicken/fish/prawn for the

function buffet/wedding 600 pax.

b) Washing, cutting vegetable then plating on to the

29/10/2013

plate.
c) Mise-en-place food condiment for the next day
Banquet
Kitchen

function.
d) Take care and handling for plating food to serve.
e) Check list food items in storage banquet. If does
not enough need to ordering more.
f) Arrange new items food and put in to the storage
banquet.
g) Clean up the food items in chiller and freezer.
h) In the buffet dinner, look around the buffet line to
refill a food. If the food does not enough.

20

30/10/2013

a) Everyday, need to washing chicken, fish and also

cutting the vegetable.

b) Cook for the staff canteen.
c) Make a mise-en-place food for the next function.
d) Working faster , skill improve.Then countinue to

1/11/2013
Banquet

cleaning the chiller and the freezer

e) Pick up items food from the Storage Department.

25

Kitchen

f) Arrange the food in chiller and freezer.

g) Helping the chef if the time very busy.

CHAPTER 4

26

Technical Report

4.0

Introduction About Ixora Hotel Banquet

Heart of the Ixora Hotel is a one of service in Food & Beverage. Without
food and beverage department of a hotel is unable to generate income. A hotel is not
just offering accommodation for guest but also offer a food & beverage service. The
food & beverage service is not just for the in house guest, but also for outside guest.
At Ixora Hotel, we have The Straits Cafe & Lounge located at Ground Floor as our
diner restaurant.
There are 3 sections at The Straits Cafe & Lounge. Section A and B is for
indoor dine and section C is outdoor dine area also for smoking area. There is a
lounge with a bar too. All beverages prepared at the bar. There are lounge corner for
guest to enjoy beverage and relax also can enjoy live music band every Friday and
Saturday night from 9 pm until midnight.
People come to dine in our restaurant because we provide good food, good
service and good atmosphere. People step in our restaurant because celebrating
birthday, anniversary, or memorable occasion. Sometimes they wanting a change in
atmosphere and variety and seeking consolation in food. If we give all the
expectation, the customer will know they have spent their money and time well
(value). If customers are satisfied, they will pass the word around.
Conferences And Events - Banquet
When we in Ixora Hotel to do some event or Conferences the feeling will be
in a good situation because the nestled tranquility can feel, be spoilt with choices of
326 spacious, luxurious guest rooms that will make you feel at home. Or unwind in
our delightful dining of South East Asian, international buffets and authentic
Chinese cuisine.

27

In a our banquet for the conference and events in the meeting rooms are
fully equipped with advanced audio visual system and we have a super speed WIFI
connectivity and multimedia technology to accommodate every function.
For bigger celebrations or events, plan to impress in IXORAs luxurious
Ballroom the largest banquet hall in mainland Penang.

Package For Conferences And Events

Full Day Seminar Package

Half Day Seminar Package

inclusive of:-

inclusive of:-

2 Teabreak

1 Teabreak

1 Lunch

1 Lunch

Usage of One functionroom with

Usage of One functionroom with

standard Meeting facilities

standard Meeting facilities

(Minimum of 25 persons)

(Minimum of 25 persons)

Conference Rooms Information

Room

Area

Theatre

Class

Round

Standing

(Sq.M)

W/O

Room

Shape

Table

Cocktail

(Stage)

(Pax)

(Pax)

(Pax)

(Pax)

(Pax)

28

Press

68

60 (30)

30

20

30

50

Room
Meeting

118

130 (80)

65

40

70 (40)

150

Room 1
Meeting

118

130 (80)

65

40

70 (40)

150

Room 2
Meeting

118

130 (80)

65

40

70 (40)

150

Room 3
Meeting

118

130 (80)

65

40

70 (40)

150

Room 4
Meeting

229

250 (200)

120

60

120

350

(100)
800

1600

Room 5
Ballroom
Pre-

1024
737

1200

320

Function
Area

Seminar Package Inclusions

a)
b)
c)
d)
e)
f)
g)
h)

Flipchart & White Board With Marker

Writing Materials (Pen)
Bottle Drinking Water
Free Wireless High Speed Internet Access
50% Off One Lcd Projector With Minimum 40 Persons
Dvd Player
Pa System With Microphone
Portable Screen

29

Meeting Room Package Inclusions

a)
b)
c)
d)
e)
f)
g)

4.1

Flipchart & White Board with marker

Writing Materials (pen)
Bottle drinking water
Free wireless high speed internet access
DVD Player
PA system with microphone
Portable screen

Job Description

4.1.1

Banquet Manager
The Banquet Manager is responsible for the operation, management
and overall performance of the outlet operations. As such the Banquet
Manager will be directly involved in the day to day running of these areas in

30

connection with staffing, customer services and product quality. Delegation

of duties and responsibilities to his assistants is necessary to ensure the
proper functioning of all phases of F&B service in the areas under the
Service Manager control. The Banquet Manager is to implement all
standardized procedures, rules and regulations systematically to be in line
with hotel standards and policies. It should be noted that Banquet Manager
can be designated in charge of any area at any time and therefore must have
a full and comprehensive working knowledge of all areas within the Food
and Beverage Division.

4.1.2

Banquet Floor Manager

To deputize the Banquet Manager in his/her absence. Assisting the
Outlet Manager to manage all aspects of the section he is in-charge of,
ensuring smooth day-to-day operation in accordance with the policies and
guidelines of the hotel. To develop and maintain the highest standard of
quality relating to food and beverage service, presentation and providing
guests with the highest possible service excellence

4.1.3

Assistant Banquet Floor Manager

Assist the Banquet Floor Manager / Assistant Banquet Floor
Manager in managing the section in accordance with the policies and
guidelines of the hotel. Ensuring smooth operations of the sections
appointed in the F&B division. He / she will maximize profits, maintain
food / beverage / service quality and ensure customer satisfaction.

31

4.1.4

Banquet Captain
Assist the Banquet Floor Manager and Assistant Banquet Floor
Manager in managing the section in accordance with the policies and
guidelines of the hotel. Constantly strive to give friendly, courteous and
efficient service to our customers.

4.1.5

Banquet Waiter / Waitress

To up sell and provide food and beverage service in accordance with
policies and guidelines of the hotel. Responsible for preparing materials and
equipment, organizing the function rooms, setting the tables and serving in
specific function. Delight our customers by providing them with the highest
possible service excellence.

4.2

Interview For Banquet Question And Answer

4.2.1

Waiter / Waitress Position ( Banquet )

1. How to greet the guest ?
__________________________________________________________
2. What is Classroom style means to you ?
__________________________________________________________
3. Please write down 4 examples of HOT BEVERAGE you know well ?
__________________________________________________________

32

4. What will you do if you sick and cannot come to work ?

__________________________________________________________
5. Can you work if there is Public Holiday like Hari Paya Puasa ?
__________________________________________________________
6. Today you are working but it is heavy raining, you think you should
come to work on time or wait until the raining is stop ?
__________________________________________________________
7. Kenduri is important or Kerja is important ?
__________________________________________________________

4.2.2

Captain Position ( Banquet )

1. How to greet the guest ?
__________________________________________________________
2. What is Theatre Style means to you ?
__________________________________________________________

3. Please name 5 things need to set up of Coffee Break ?

__________________________________________________________
4. What will you do if you sick and cannot come to work ?
__________________________________________________________
5. Can you work if there is Public Holiday like Hari Paya Puasa ?
__________________________________________________________

6. What is the standard size for a round table for 10 persons ?

__________________________________________________________

33

7. What will you be doing if the guest tell you that there is a hair inside the
Mee Goreng ?
__________________________________________________________
8. If you are handle of one function of 20 pax, what will you doing if you
know that guest will go for lunch at 12.30pm ?
__________________________________________________________

4.2.3

Supervisor / Manager Position ( Banquet )

1. How to greet the guest ?
__________________________________________________________
2. What is BRIEFING / COMMUNICATION BOOK means to you ?
__________________________________________________________
3. Why the Event Order is important ?
__________________________________________________________
4. From your experience, every function who is the most important person
you think must handle well ?
__________________________________________________________
5. If your staff did not call or inform and did not turn up to work, what will
you do ?
__________________________________________________________
6. If 2 person doing the set-up for 30 pax classroom, how long do you take
to finish the job ?
__________________________________________________________
7. What will you be doing if the guest tell you that there is a hair inside the
Mee Goreng ?
__________________________________________________________
8. Please give 2 example to provide extra ordinary service to the guest ?
i.
____________________________________________________
ii.
____________________________________________________

34

9.

Please give me one good reason why the company must hiring you ?
__________________________________________________________

35

4.3

Banquet - Standard Operating Procedure (SOP)

4.3.1

Step

Banquet Set Up Meeting And Seminar

Standard
Operating
Procedure
(SOP)

Understand

Explain

Reading and understanding the event order

Why : make sure not mistake

Reception

Arrange reception desk ( oblong table).

Table

Why : standard f&b procedure

Table Cloth

Place the table cloth and skirting.

Why : standard f&b procedure

Signage

Set up the phone and signage for the reception desk.

Why : standard f&b procedure

Actual Guest

Read the event order thoroughly, check on important

information and actual participants to set up and miseen-plus preparation.
Why : standard f&b procedure

36

Head Table

Set up the table cloth and skirting for head table at the
right hand side or as per guest request.
Why : standard f&b procedure

Chairs

Arrange chairs based on the actual number of

participants as stated in the event order. Normally 8 to
10 chairs per roll, and 2 feets away from each roll.
Why : standard f&b procedure

Screen

Screen / lcd projector (if required) mounted on the

center of the meeting room.
Why : standard f&b procedure

White board

White board and flip chart (if required), mounted on

the left hand side ( stand at entrance door, facing
inside the room ) of the room. For each white board 3
types of color markers provided. ( blue, black and red )
Why : standard f&b procedure

10

Memo pad

Two pages of memo pad for participant.

Why : standard f&b procedure

11

Pencil

One pencil for each participant.

Why : standard f&b procedure

37

12

13

Drinking

One bottle of drinking water for each participant.

water

Why : standard f&b procedure

Stage

Stage (if necessary) to fix skirting and set on the centre

of the room. Check the require size !
Why : standard f&b procedure

4.3.2

Study Banquet Event Order

38

Standard
Step

Operating

Explain

Procedure
(SOP)

Set Up

Set up: theatre, classroom, u-shape or others.

Why : standard f&b procedure

Technical

Technical requirements: clip mike, standing

microphone, wireless, lcd projector.
Why : standard f&b procedure

Others

Other requirements: reception table, stage, podium,

white board, flipchart, screen
Why : standard f&b procedure

Special

Special requirements: vip guest, red carpet

Why : standard f&b procedure

Meal

Meal requirements: breakfast, morning coffee break,

lunch, afternoon coffee break, dinner, evening coffee
break, and supper.
Why : standard f&b procedure

Beverage

Beverage requirements: beer, soft drinks, cordial

Why : standard f&b procedure

39

Housekeeping

House keeping: cleanliness and beauty of the area,

check the toilet, surrounding cleanliness, hygiene
conditions and meeting rooms, foyer, etc..
Why : standard f&b procedure

Engineering

Engineering: check all the sound system and meeting

equipment, lighting, mike, stage before the event start.
Why : standard f&b procedure

Decoration

Decoration: make sure the backdrop was installed the

day before, the necessary decorations, special requests
from guests, led signage / direction / event signage
Why : standard f&b procedure

10

Accounting

Accounting: check billing, to stated clearly number of

pax, breakdown and other relevant charges.
Why : standard f&b procedure

11

Landscape

Landscape: check any plant require during the

function. ( if request )
Why : standard f&b procedure

12

Security

Security: ensure parking area well-organized and tidy.

To ensure the safety of the participants.

40

Why : standard f&b procedure

13

Front Office

Front office: check on billing.

The number of pax and type of room, the name of the
vip guest, fruit basket, schedule, etc..
Why : standard f&b procedure

14

Out Sider

Out sider : any arrangement involved not within hotels

department / staff.
Why : standard f&b procedure

4.3.3

Banquet Log In Book

Standard
Step

Operating
Procedure
(SOP)

Explain

41

Write the

Banquet manager, floor manager, captain, staff to write

comment

log book on every shift after event is finished, make

sure write full info received from the function in log
book,, including name of event, name of organizer,
billing, positive and negative feed back and person incharge.
Why : standard f&b procedure

Revenue

Revenue banquet of each function.

Why : standard f&b procedure

Staff in

Staff who perform to care of the function.

charge

Why : standard f&b procedure

Timing of

Log in time for every session, ie: when start, coffee

event

break, lunch, ending of each function.

Why : standard f&b procedure

Billing

Bill settlement. The assigned person in charge of the

function to open the bill. For meeting event, bill have
to be settled during their last tea break session.
Why : standard f&b procedure

Feedback

Any comment( s ) from guest, compliment or

from guest

complaint must record.

Why : to follow up the necessary action later.

42

Check list

Attached with the check list.

Why : standard f&b procedure

4.3.4

Handling The Function

Standard
Step

Operating

Explain

Procedure
(SOP)

Stand By

Stand-by in the meeting room hour before the event

took place with the event order.

43

Why : standard f&b procedure

Check

Do your checking follow event order. Check through

all in details.
Why : standard f&b procedure

Greet

Greet and welcome guests. Standby at foyer wait for

the first guest. ( organiser )
Introduce yourself as person in charge of the function.
Why : standard f&b procedure

Reconfirm

Confirm the number of participants for meal

arrangement. Inform the guest location for lunch /
dinner took place ( if any).
Why : standard f&b procedure

Assist

Assisting the guests if there is a last minute changes

(if any).
Why : standard f&b procedure

Communicatio

Standby in the room until meeting start, take about 10

minutes in the room or standby outside the meeting

room to ensure everything go smooth then leave the
meeting room. Inform the guest how to locate
banquet staff if assistance needed.
Why : standard f&b procedure

44

Standby Coffee

Coffee break to be ready, if any, 20 minute before the

Break

actual time. Stand by to serve the guest.

Why : standard f&b procedure

Refreshment

Stand-by at foyer before the scheduled lunch area, to

direct guests to the meal area. For security reason to
lock the meeting room after refresh the meeting
room.
Why : standard f&b procedure

Standby Billing

Stand-by the billing on the afternoon coffee break or

30 minute before the function end.
Why : standard f&b procedure

10

Thank The

Stand-by 30 minute before the event end and to thank

Guest

the guests
Why : standard f&b procedure

11

Belonging

Assist the last guest for their belonging(s), then check

for any loss and found items.
Why : standard f&b procedure

12

Lock The

Lock the meeting room area after the guests left the

Room

room.
Why : standard f&b procedure

45

4.3.5

Clearing Plates From A Table (Buffet)

Standard
Step

Operating

Explain

Procedure
(SOP)

Flexibility

Clearing plates from a table (buffet) requires flexibility, to

use tray or without. For soiled plate to use hand to carry,
for glassware to use tray.
Why : standard procedure

Tray

Pick up clean tray from Back-of-the-House area.

46

Why : The tray will be used for stacking plates, scraps

and cutlery

Approach

Approach the guest on the right hand side saying,

Excuse me sir/Madam may I take your plate?
Why : For politeness. To ensure the guest has finished

Position

After agreed by the guest move your right foot in

Yourself

alongside the guests chair.

Why : To allow yourself to get closer to the table to
pick up the plates

Grab

Pick up the plate with your right hand. (Grab the rim
of the plate using thumb and lift gently with the rest of
the fingers supporting the bottom part).
Why : For hygiene and safety

Body

Step slightly backward from the table and transfer the

Movement

plate onto the tray in your left hand.

Why : To allocate enough space for body movement

Apply 3S

Place the plate in the center of the tray with the cutlery
on the right hand side. Apply 3s (separate, scrape and
stack).
Why : For stability

47

Next Guest

Proceeding clockwise to the next guest and on their

right hand side, with your right hand pick up their
plate.
Why : Standard F&B Procedure

Stack Properly

Place the plate with your right hand onto the tray
carefully placing it on top of the existing plate. (Use
3s) Follow the same procedure as in Step # 7.
Why : To stack in an organized pile

10

Never Over

Continue this clearing as many plates as you feel

Stack

comfortable with. (Do not over stack)

Why : For safety

11

To Clearing

Once you have finished clearing the table take the tray

Point

in both hands and proceed to the nearest work station

for separation of cutlery, plates and scraps.
Why : Preparing for washing

12

Be Gentle

Clear plates, cutlery and scraps without any noise.

Why : In order not to disturb the guests

48

4.3.6

Carrying Soiled Chinaware

Standard
Step

Operating

Explain

Procedure
(SOP)

Clearing

Clearing tables in a banquet is the same service

standard as a-la-carte. The difference is the plate and
utensils are accumulated in a big tray or a station
before buss to the washing area.
Why : standard f&b procedure

Place

Place all large plates in the centre of the tray.

Why : for stability and balance

Stack To The

Stack all plates and dishes according to their size. Do

Size

not mix different sizes.

49

E.g. Do not stack big plates on top of small plates.

Why : for safety when carrying

Cutlery

Place all used cutlery on the right hand

side of the tray.
Why : for uniformity

Balancing The

Carry the tray with your left hand and rest the tray on

Tray

your left arm, use your left hand to balance the tray.
(For carry the big clearing tray)
Why : For stability

Spread your

Place your left palm underneath the centre of the tray

finger

and spread your fingers evenly. (for small tray or

round tray)
Why : for safety and balance the tray

The other hand

Place your right hand at the front of the tray and hold

hold the tray

the rim. (for big tray)

rim

Why : for safety and maintaining the balance of the

tray

Stand up

Slowly begin to stand up keeping your back straight.

Make any minor adjustments with your hand or tray
positioning that may be necessary.
Why : to ensure you are confident with the tray

50

4.3.7

To claering
point

Proceed to the washing area for segregation of

utensils.
Why : for washing

Banquet Meeting Checklist

Name Of Event: ______________________________________________________

Venue: ______________

Date :___________________ Time :______________

Yes / No

1
2

Seating arrangement is set-up accordingly to event order?

Backdrop and banners are a put-up accordingly to event

3
4
5

order?
Directional signage is a put-up?
Event room is tidy and clean?
Reception table if any is clean and neat with no torn

6
7
8

tablecloth?
Skirting / and the colour for Reception table ?
Any blown bulbs or lighting in the event room?
Seating arrangement is neat with no torn tablecloth and

9
10
11
12
13

stained chairs ?
Goblets / Hi-ball glasses are clean?
Writing pads are neatly arranged with workable pencils?
Mint sweets are provided?
Plants are provided for the stage ?
Whiteboard and flip charts are provided with clean and

14
15

workable markers? markers?

All AV equipment provided are clean and workable?
Screen provided is clean ?
Name

Prepared
by
Checked
by
Approved
by

Position

Date

Signature

51

4.3.8

Coffee Break Checklist

Yes / No

1
2
3
4
5
6
7
8

Coffee break around the area is Clean and Tidy?

Table arrangement is neat with no torn tablecloth / Skirting?
Center piece for coffee break table?
All Cutleries or Chinaware provided are clean?
Cocktail Serviette are provided?
Name tags are provided for snacks?
Sugar / Creamer / Stirrer / Wastage basket ?
Coffee / Tea and snacks are ready at least 20 minutes before
schedule ?

Checked By: ___________________________

Function :

____________________________

Venue :

___________________________

Date :

___________________________

Time :

___________________________
All events must be checked using a checklist at least half an hour
before the event start.
Name

Position

Prepared
by
Checked
by
Approved
by

4.3.9

Changing Plates (Chinese Service)

Date

Signature

52

Standard
Step

Operating

Explain

Procedure
(SOP)

Standard

To provide a consistent quality of a-la-carte service.

procedure

Plates need to be constantly monitored and changed

whenever deemed necessary. Prepare extra plates at
your station or pantry area. (do not use chipped or
cracked plates)
Why :to change used plate

Count

Count the number of guests at the table.

Why : to change and standby plates

Prepare

Prepare your clean plates on tray evenly.

Why : service convenience

Approach

Approach guest from right side and left hand carry

tray, slightly bend body when doing clearing and say
e.g. Excuse me sir/madam
before step close to their table.
Why : Standard F&B procedure

Remove

Grip firmly of the plate and remove from table.

Why : For safety

53

4.3.10 Linen Control At Banquet

Standard

54

Step

Operating

Explain

Procedure
(Sop)

Soiled Linen

All soiled linen to be counted by F&B staff and

bundled in 10 pieces on each bundled

Count By F&B

Record in linen log book after counted.

Staff

Send To Level

Used the linen trolley sent to housekeeping.

3
Housekeeping

Counted By

To have second count by linen staff.

Linen Staff

Send To

All soiled linen to be collected by laundry supplier.

Supplier

Received From

After received from linen vender, housekeeping staff

Supplier

will send to banquet department.

Clean Linen

A copy of invoice will be attached with linen trolley

Received From

which is a photocopy from housekeeping.

Housekeeping

55

With Invoice

Count By F &

Banquet staff will count the linen and to make sure it

B Staff

is tally with the invoice, if there were any differences

will inform housekeeping immediately or within 24
hours.

4.4

Introduction About Ixora Hotel Kitchen

In Ixora Hotel have four (4) kitchen department. Four of the Ixora Hotel
kitchen is a Asian Kitchen, Cold Kitchen, Pastry Kitchen and Banquet Kitchen.
Four of this kitchen can make a food but every department can produces a different
food preparation.
Cold Kitchen in Ixora Hotel is a fresh area where usually prepare the salads
and plates that no required hot to be prepared.

56

For the Pastry Kitchen, the pastry iis the given to various kinds of baked
products made from ingredient such as flour, sugar, milk, butter, shortening, baking
and/or egg. Small tart and other sweet baked products are called Pastries. Pastry
may also refer to the dough from which such baked products are made. Pastry
dough is rolled out thinly and used as a base for baked products. Common pastry
dishes include pies, tarts, quiches and pasties.
In the Asian Kitchen on Ixora Hotel, they product food focusing in
Peranakan Food, Baba Nyonya, Malay Cuisine, sometime they can preparation
Western Food.
For the Banquet Kitchen, they are focusing in event or function activity for
preparation food on buffet, wedding, coffee tea break, and so on. Banquet Kitchen is
a busy kitchen in Ixora Hotel, they work very quickly based on time to finish and
target to done their work in cook for the event.

4.5

Kitchen In Ixora Hotel - Standard Operating Producers

Purchasing, Handling & Storage Of Food

All commodities must be procured from reputable and approved suppliers.
Commodities must be received, inspected and stored in line with each commoditys
requirements for better quality and preservation

57

To ensure that the hotel/ lodge receives and uses the best quality of
commodities at a fair price. To also ensure that hygienic requirements of the
commodities are met.

4.6

Food Storage
4.6.1

Meat
Most important as takes a major share of total expenditure on food.
a) Fresh meat must be hung to allow it to become tender.
b) Ideal storage temperature for fresh meat (-1 degree Celsius relative
humidity of 90%).
c) Safe storage times, under hygienic conditions:
-

Beef up to 3 weeks
Veal up to 1-3 weeks
Lamb up to 10 15 days

d) Meat should be suspended on hooks

4.6.2

Lamb and Mutton

a) Lamb is under one year, after one year it is termed mutton
b) The carcass should be compact and evenly fleshed
c) Flesh should be firm and of a pleasing dull red color
d) Bones should be porous in young animals

4.6.3

Tongue
a) Tongues must be fresh
b) They should not have an excessive amount of waste at the root-end.

58

c) They must smell pleasant.

d) Ox tongues may be used fresh or salted.
e) Sheeps tongues are used unsalted.
4.6.3

Chicken
a) The breast of the bird should be plump.
b) The vent-end of the breast-bone must be pliable.
c) The flesh should be firm.
d) The skin ought to be white and unbroken, with a faint bluish tinge.
e) The legs should be smooth, with small scales and small spurs.
f) Old birds have large scales and large spurs on the legs.

4.6.4

Fish
Types or varieties:
Oily fish - these are round in shape (e.g. herring, mackerel, salmon)
White fish - Round (e.g. cod, whiting, hake). Flat (e.g. plaice, sole, turbot).
Shellfish - Crustacean (e.g. lobster, crabs). Mollusk (e.g. oysters, mussels).
Storage
a) Fresh fish are stored in a fish-box containing ice, in a separate
refrigerator or part of a refrigerator used only for fish.
b) The temperature must be maintained just above freezing-point.
c) Frozen fish must be stored in a deep-freeze cabinet or compartment.
d) Smoked fish must be stored in a refrigerator.

4.6.5

Green vegetables
a) They must absolutely fresh.
b) The leaves must be bright in color, crisp and not wilted.

59

c) Cabbage and Brussels sprouts should have tightly growing leaves and be
compact.
d) Cauliflowers should have closely grown flowers and firm, white head;
not too much stalk or too many outer leaves.
e) Peas and beans should be crisp and of medium size. Pea-pods should be
full, beans not stringy.
f) Blanched stems must be firm, white, crisp and free from soil.

Storage
a) Root vegetables should be emptied from sacks and stored in bins or
racks.
b) Salad vegetables can be left in their containers and stored in a cool place.
4.6.6

Milk
a) Fresh milk should be kept in the container in which it is delivered.
b) Milk must be stored in the refrigerator.
Uses of milk:

4.7

Soups and sauces;

Cooking of fish, vegetables and gnocchi;

Making of puddings, cakes, sweet dishes;

Cold drinks- milk, shakes, malts;

Hot drinks- tea, coffee, cocoa, chocolate.

First Aid Application & Requirements in Kitchens

It is essential that people working in the kitchen and restaurant areas are
capable of using the tools and equipment in a manner which will neither harm
themselves nor those with whom they work.

60

To prevent accidents, incidents and subsequent injuries resulting from

improper use and handling of utensils and equipment and maintenance of work
areas
First Aid
As the term implies this is the immediate treatment on the spot to a
person who has been injured or is ill. Since 1982 it has been a legal
requirement that adequate first aid equipment, facilities and personnel to give
first aid are provided at work. If the injury is serious the injured person should
be treated by a doctor or nurse as soon as possible.

4.7.1

Shock
The signs of shock are faintness, sickness, clammy skin and a pale
face. Shock should be treated by keeping the person comfortable, lying
down and warm. Cover the person with a blanket or clothing, but do not
apply hot water bottles.

4.7.2

Fainting
Fainting may occur after a long period of standing in a hot, badly
ventilated kitchen. The signs of an impending faint are whiteness, giddiness
and sweating.
A faint should be treated by raising the legs slightly above the level
of the head and, when the person recovers consciousness, putting the person
in the fresh air for a while and making sure that the person has not incurred
any injury in fainting.

4.7.3

Cuts

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All cuts should be covered immediately with a waterproof dressing,

after the skin round the cut has been washed. When there is considerable
bleeding it should be stopped as soon as possible. Bleeding may be
controlled by direct pressure, by bandaging firmly on the cut.
It may be possible to stop bleeding from a cut artery by pressing the
artery with the thumb against the underlying bone; such pressure may be
applied while a dressing or bandage is being prepared for application but not
for longer than 15 minutes.

4.7.4

Nose Bleeds
Sit the person down with head forward, and loosen clothing round
the neck and chest. Ask them to breathe through the mouth and to pinch the
soft part of the nose. After ten minutes release the pressure. Warn the person
not to blow the nose for several hours. If the bleeding has not stopped then,
or recurs in 30 minutes, obtain medical assistance.

4.7.5

Fractures
A person suffering from a broken bone should not be moved until the
injured part has been secured so that it cannot move. Medical assistance
should be obtained.

4.7.6

Burns and Scalds

Place the injured part gently under slowly running cold water or
immerse in cool water, keeping it there for at least 10 minutes or until the
pain ceases.

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If serious, the burn or scald should be covered with a clean cloth or

dressing (preferably sterile) and the person sent immediately to hospital. Do
not use adhesive dressings, apply lotions or ointments or break blisters.

4.7.7

Electric Shock
Switch off the current. If this is not possible, free the person by using
a dry insulating material such as cloth, wood or rubber, taking care not to use
the bare hands otherwise the electric shock may be transmitted. If breathing
has stopped, give artificial respiration and send for a doctor. Treat any burns
as above.

4.7.8

Gassing
Do not let the gassed person walk, but carry them into the fresh air. If
breathing has stopped apply artificial respiration and send for a doctor.

First Aid Equipment

a) First aid boxes must be easily identifiable and accessible in the work
area. They should be in the charge of a responsible person, checked
regularly and refilled when necessary.
b) All establishments must have first aid equipment and employees
qualified in first aid.
c) Large establishments usually have medical staff such as a nurse and a
first aid room.
d) The room should include a bed or couch, blankets, chairs, a table, sink
with hot and cold water, towels, tissues and a first aid box. Hooks for
clothing and a mirror should be provided.

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e) Small establishments should have members of staff trained in first aid

and in possession of a certificate.
f) After a period of three years trained first aid staff must update their
training to remain certified.
g) All catering workers are recommended to attend a first aid course run by
the St John Ambulance, Mars or Red cross Society.

A first aid box, as a minimum, should contain:

a) A card giving general first aid guidance
b) 20 x Individually wrapped, sterile, adhesive, waterproof dressings of
various sizes
c) 4 x 25g (1oz) cotton wool packs
d) 12 x Safety pins
e) 2 x Triangular bandages
f) 2 x Sterile eye pads, with attachment
g) 4 x Medium sterile un-medicated dressings
h) 2 x Large sterile un-medicated dressings
i) 2 x Extra large un-medicated dressings
j) Tweezers
k) Scissors
And a report book to record all injuries.

4.8

Maintaining Kitchen Orderliness

New tenants and employees must:
a) Review this procedure.
b) Sign off on the new tenant/employee training checklist.

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When working in the kitchen, tenants and employees must:

Generally:
a) Wipe all spills immediately and thoroughly - Do not use that towel again for
prep.
b) Sweep floors frequently and always before and after each rush period.
In the dish area:
a) Keep the floor dry near the dish area.
b) Let all items air dry before putting away.
c) Avoid putting large amounts of starchy foods into the drains: rice, cereals.
d) Avoid putting fats into the drains: shortenings, icings, oils, butters.
In the prep areas:
a) Use Cutting Boards
b) Wash, rinse, and sanitize any board and knives used for cutting raw meats
c) Keep the items on work tables organized - Do not crowd the tabletop.
d) Keep all knives visible: Do not cover knives with food, towels, etc.
e) Wipe up spills right away.
f)
When using small appliances:
a) Pay close attention whenever using equipment with moving parts.
b) Use appliances according to their instructional manuals.
c) Do not overload blenders, food processors, mixers, fryers.
d) Do not leave mixing/chopping appliances running un-attended.
e) Unplug electrical appliances before cleaning, assembling or disassembling.
f) Wipe clean after each use.
g) Store attachments (lids, blades, hooks, paddles, whip, etc.) in their right place.
When using large heating appliances: ovens, ranges, broilers, etc.:
a) Wipe up all spills immediately.

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b) Monitor temperatures on a set schedule: once per rental period. Enter readings
in the log.
When using cooling appliances:
a) Wipe up all spills immediately.
b) Keep door handles, door seals, floors and shelves clean.
c) Vacuum and de-grease cooling coils / fan area weekly.
d) Do not block air-exchange passages with food.
e) Monitor temperatures once each rental period. Record temperatures in a log. 7
f) Wrap, label and date all items.
g) Store items in their designated spots.
h) Empty and clean refrigerators at the end of each rental period.
i)
4.8.1

Storage Guidelines:
a) Store knives so they are visible and will not fall or be covered.
b) Before opening a new food container, be sure the old one is used up - not
c)
d)
e)
f)

lost.
Avoid stacking items to the point they become unstable.
Thaw foods in the refrigerators as much as possible.
Raw meats should be stored at the bottom of the fridges, covered.
Dairy products and raw meats should be held in the coldest (usually the

bottom) part of the fridge.

g) Fish and Poultry should be in plastic bags, covered in ice, packed in
perforated pans that drip into a deeper catch-pan.
h) Produce should be kept cold but out of danger of freezing.
i) Store ordinary onions and potatoes in a cool, dry, dark pantry.
j) Unused and/or surplus ingredients which are brought into the kitchen for
food preparation shall not be removed from the kitchen and stored offsite for later use. All ingredients used in on-site preparation must be
stored on-site in a locked cabinet when not in use.
4.8.2

General Safety Guidelines:

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a)
b)
c)
d)
e)

Keep food temperatures below 40 (5C) and above 140 (60C).

Understand and apply the principles of safe, sanitary food handling.
Do not work when you have a cold.
Keep your hands CLEAN at all times.
In emergencies, quick-thaw frozen food under cool (70F) running

f)
g)
h)
i)
j)
k)
l)
m)
n)
o)
p)

water, with the food held in a

vessel in the sink, not just in the sink.
NO RUNNING.
Carry knives point down at your side.
Do not point or gesture with knives.
Let falling knives fall.
Keep all knives sharp.
Never leave a knife in a sink or in a drawer.
Wipe up all spills immediately and thoroughly.
Do not store food on the floor.
Keep aisles open.
Store cleaning supplies and chemicals in a separate location - away from

q)
r)
s)
t)
u)
v)

food.
Do not block your sight when you walk with an item.
Clean pocket thermometers with alcohol swabs between uses.
Wear gloves if you have cuts on your hands.
Taste foods with utensils - no fingers or double-dipping.
All renters should know basic first aid for cuts and burns.
Check First Aid Kit daily to be sure its contents are adequate; report

needed items in the daily log.

w) All renters should know how to dial emergency phone numbers.

4.8.3

Fire Safety:
a) All renters should know how to locate and use the portable fire
b)
c)
d)
e)

extinguishers, and understand the limitations there fire extinguishers.

All renters should know how to safely evacuate the building.
Extinguish very small flame-ups with salt or baking soda.
Do not use water on a grease fire, as it will just make it worse.
Do NOT clean grills or broilers by setting the heat to MAX to burn
food off.

4.9

Closing the Kitchen

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New tenants and employees must:

a) Review this procedure.
b) Sign off on the new tenant/employee training checklist.
When closing the kitchen, tenants and employees must:
-

As time permits, begin closing the kitchen during the last hour of a rental period.
Soiled bowls, tools, boards, pans, etc. that is least likely to be needed again
should be sent to the dishwashing area for cleaning. This reduces an overload in

the washing station.

Before general cleaning tasks commence, all food should be repacked as
necessary. Hot foods should be stored in shallow, wide containers. This speeds

up the cooling process.

All food should be labeled, dated and sealed. Leftovers should be dated in a way
that states when they were first prepped not just when they were last put

away.
As soon as the food preparation is complete, shut off and wipe down all heating

equipment (allow time for equipment to cool down).

Wash, rinse and sanitize the hand tools: knives, special cutters.
Unplug, wash, rinse, and sanitize small appliances.
Wash, rinse, and sanitize kitchen fixtures: tables, shelving, cabinets.
Lock up special tools and cooking alcohols.
Write any notes for the next tenant or Market Manager in the daily log.
Update inventory sheets.
Make final checks of the coolers and freezers. Write temps on log sheets.
Lock all cabinets and coolers. Put the keys in their storage place (no pockets!).
Re-check that all ovens, ranges, grills, etc. are shut off.
Put soiled towels in the proper hampers.
Complete putting away all items after washing and allowing air-drying.
Wash down walls and shelving all around and under washing area.
Check and refill chemicals as necessary.
Wash and dry slides.
Store cleaning tools: scrapers, squeegees.
Collect all trash receptacles. Empty, wash, leave to air dry. Re-line when dry.
Gather the floor mats, clean and hang to dry.
Sweep and wash floors.
Double-check that no perishable foods have been left out.

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Check all refrigeration equipment to be sure that it is on and working and

locked.
Re-check any cabinets that should be locked.
Re-checked all heating equipment to be certain all units are off.
Monitor the general cleanliness and orderliness.
Determine that everyone else has left.
Shut off the fans and the lights.
Lock interior doors as needed.
Activate the alarm system (if applicable).
Document departure time in daily log.
Exit, checking that the exterior door is secure.

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CHAPTER 5

Conclusion

5.0

Conclusion about Ixora Hotel

For the real in the hotel industry, discipline is more important and the
attitude key point to success in real working. Keep in mind, to be a optimum quality
worker must be focused on the job, do the best for the best result to the guest or
humanity.
The part and the best key point is a teamwork, because work in team we can
serve the best quality. For the best quality service, the guest can respectful to Ixora
Hotel for the service.
Behavior and manners should be taken care. If the guest emotional on their
communication for the service of Ixora Hotel, we must to take care and quickly to
solve the problem and one of the most important aspects that influence customer
satisfaction. Quality is a force that can encourage customers to choose Ixora Hote,
Penang.
In my working on industrial training at Ixora Hotel, I totally feel satisfied
with the treat from all staff because all of the staff very dedication in their work with
spirit teamwork. All the staff in Ixora Hotel very care to their job. If we do not know
how to do some task giving, they can teach a lot to me in all my assigned to finish
the task.

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CHAPTER 6

Comment And Suggestions

6.0

Comment And Suggestions For Ixora Hotel

For Ixora Hotel, I would like to give some suggestion what that can be used
for the future hotel improve their service and more quality perspective environment.
For the example Ixora Hotel must improve their restaurant food menu and restaurant
decoration.
This hotel is need to provide more decoration on sophisticated facilities for
the convenience of customers. Stand up for the order to success in the relationship
marketing to gain customers trust to Ixora Hotel.
I suggest that Ixora Hotel, Penang should be more focus on the quality of
customer service as a smart initiative to maintain customer trust because of why
customer is a money income for the benefit Ixora Hotel.
If the customer not trust their service and if Ixora Hotel not be a good
maintain management for Hotel Service, maybe Ixora Hotel will be gone the quality
and trusted from guest then for the income benefit will be come fallen. The good
quality leader management in the Hotel can give best salary and workers did not
complain about their total amount of salary not good enough to compare cost of
living in Penang. What did I know this hotel also should regularly hold activities to
foster relationships between all staff like organize Annual Ixora Hotel Family Days.