This report is based on my internship at The Ritz-Carlton Kuala Lumpur Hotel. My internship commenced from 6/10/2010 to 15/01/2011. This is a five star luxury hotel which is situated at the heart of Kuala Lumpur which is also known as ‘The Golden Triangle’ area. I was assigned to few different departments in the hotel such as The Lobby Lounge, Carlton Gourmet, Housekeeping and Front Office. I have gained more knowledge and also widen my network with people from all walks of life.

I also feel that The Ritz-Carlton Kuala Lumpur Hotel is a great place to gain experience as I have acquired about new techniques and skills which I have never known. Furthermore, being able to work in one of the world’s most prestige hotel really gave me a chance to test my skills and ability to cope with the harsh environment of the hotelier’s life. In my report, I will include my working experience with The Ritz-Carlton Kuala Lumpur Hotel, my views during training and overall success of the hotel.

Company Profiles

The Ritz-Carlton Hotel Company, L.L.C. was founded in August, 1983 following the purchase of The Ritz-Carlton, Boston and the rights to the name Ritz-Carlton throughout the United States. The Ritz-Carlton Hotel Company, L.L.C. maintains its corporate headquarters in Atlanta, Georgia. Although the Company was officially formed in 1983, its history and traditions date back to the 1800s.

Regarding the famous logo of the Ritz-Carlton, the crown was a symbol of British Royalty and the lion was actually the logo of an insurance company. The founder of the Ritz-Carlton hotels, Cesar Ritz decided to combine the two symbols together and in 1968 the logo was redesigned from a normal looking tamed lion to a look that was more elegant and yet sophisticated. This has made a change in direction for The Ritz-Carlton Hotel Company, L.L.C. in the years to come.

The Ritz-Carlton Kuala Lumpur Hotel in particular is owned by a company called YTL CORPORATION BERHAD. YTL stands for YEOH TIONG LAY. This company is one of the biggest corporation in Malaysia and it is very well known for its award winning world class hotels and resorts such as JW MARRIOT , THE RITZ-CARLTON,PANGKOR LAUT AND VISTANA KUALA LUMPUR .

Located within the famous Golden Triangle district, The Ritz-Carlton Kuala Lumpur has won multiple 5 Star Awards with its 250 guest rooms including 30 suites, 25 meeting rooms totaling up to 30,000 square feet and four exceptional restaurants such as The Lobby Lounge, Carlton Gourmet, Cesar and award winning Li Yen.

Map to The Ritz-Carlton, Kuala Lumpur Hotel.

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The Ritz-Carlton Kuala Lumpur Hotel is located at No. 168, Jalan Imbi 52100 Kuala Lumpur. It is interconnected with Starhill Galery and the J.W. Marriot Hotel. This hotel is situated at a very strategic place because it is near to shopping malls such as Pavilion, Lot 10, Sungei Wang and the Menara Times Square.

TYPES OF FACILITIES

Facilities at The Ritz-Carlton Kuala Lumpur Hotel include a general swimming pool and also a personal swimming pool for every penthouse. The operation hours for the general swimming pool are from 6.00 A.M to 8.00 P.M. The hotel also provides a gymnasium which runs 24 hours a day, 7 days a week. The hotel’s Jacuzzi, Sauna and Steam Bath operate from 6.00 A.M to 10.00 P.M daily.

Massage and Spa services are available at Spa Village which is one of Malaysia’s most renowned Spa centre. Their signature treatments are the Sensory Exploration and ‘Campur Campur’. Spa Village also has their own private swimming pool catered for Spa guest and residence only. Their operating hour is from 9.00 A.M to 9.00 P.M. All of the above facilities mentioned are located on the 4th floor of the hotel wing.

A Business Center can be found on the 1st floor of the hotel wing which caters mostly for businessmen, Internet users and gift shop for guest. Meeting room which can fit up to 6 person maximum is available for rental for RM 120++ per hour .As for the Suites Wing site, there are 25 more meeting rooms available for rental. For hotel guest who needs to use the internet, Internet usage is chargeable at RM 40 per hour. Other services such as fax, printing, photocopy and binding is also available at the same floor. In addition, hotel guest who wants to buy souvenirs such as postcards and hotel amenities, a gift shop is available also at the business center. Business center is open from Monday to Friday at 8.00 A.M to 10.00 P.M and Saturday, Sunday and Public Holidays at 9.00 A.M to 5.00 P.M. This is a luxury hotel so therefore the facilities are very limited.

ORGANIZATIONAL CHART

Mr. Stephen Andrew Cokkinias (General Manager)

Ms. Aishah Khalid (Rooms Division Manager)

Mr. Paolo Savi (Rooms Manager)

Mr. Carlos De La Barra Lascurain (Director of Food and Beverage)

Ms. Cheryl Loo Su-Ann (Director of Sales)

Ms. Lim Chui Fung (Director of Human Resources)

Mr. Joshua Lim (Suite Wing Manager)

Ms. Katrina Ong Peik See (Financial Controller)

Mr. Vincent Wong (Maintenance Manager)

~DEPARTMENTS~

Organizational Chart for Carlton Gourmet

Outlet Manager

Assistant Manager

Waiter (x3) Chef (x2)

Waitresses (x1)

Steward (x1)

Cashier (x1)

This is the organization chart for Carlton Gourmet. With revenue of more than RM 80,000 a month this outlet has really pushed its limits and raised the standards. Carlton Gourmet is a very relaxed yet refined place to be at. The operation hours are from 7.30 A.M. to 6.00 P.M. This outlet concentrates mainly on breakfast, lunch and high tea. The morning shift crew which consists of the Manager, one chef and two waiters and one cashier whose shifts start at 7.00 A.M. to 3.00 P.M. As for the afternoon shift crew it consists of the Assistant Manager, one chef, and three waiters whose shifts start at 10.00 A.M. to 6.00 P.M. Only the steward stays from the start of the operation till the end.

For breakfast, it is a semi-buffet selection which consist of a continental bar and a selection of Eggs and Omelet’s or ‘From the Griddle’. The continental bar consists of items such as fruits, salads, compote, cereal and many others. In the ‘Eggs and Omelets’ menu there are six different types of selection to choose from which are ‘two eggs any style’, ‘western omelet’, ‘smoked salmon omelet’, ‘egg white omelet’, ‘eggs benedict’, and ‘corned beef hash with two eggs’. All of those six choices will come with a hash brown. As for the ‘From the Griddle’ menu, you could choose from the ‘silver dollar pancakes’ or ‘French toast with Belgian waffles’. The breakfast menu will only be served from 7.30 A.M. to 10.30 A.M. after that continued by the lunch menu until 6.00 A.M. which serves a variety of salads, pastas, sandwiches and wraps, sausages and ‘from the grill’ such as burgers and grilled meats.

At Carlton Gourmet, a variety of snacks, drinks, pastries, bakeries, chocolates and tea are sold there. They use the finest coffee from Italy which is ‘illy’ coffee and serves a range from cappuccino to latte or even espresso. Sunkist oranges are used to make juices for the guest and in a day almost a whole box of oranges will be used. Carlton Gourmet also specializes in hamper packing. Hampers for occasions such as Arab Season, Hari Raya, Christmas, and Chinese New year will be packed for the hotel and suite guests. Roughly 200 hampers are handmade by the staff of Carlton Gourmet for each and every occasion mentioned.

This are the duties needed to be carried out by the morning shift crew: