INTRODUCTION housekeeping to all customers. Customer can request


Background of the Organization

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Golden Roof Hotel has five branches in
Malaysia which is Ipoh, Sunway Ipoh City, Taiping, Kuala Kangsar and Seri
Iskandar. Ipoh is the first branch and the main office to all branches.

Top Management (Structure)


Core Business (Business Activities)

            Golden Roof Hotel Ipoh features 80
rooms, with a wide selection of room types. Not content to simply accommodate
for guests, Golden Roof Hotel also provide additional facilities for both
leisure and business.

            An outstanding environment, quiet
surroundings, fresh air out of the congested city, quality room facilities,
helpful staff and front desk are among the great features offered. With its
stylish and elegant design and excellent customer service, the branch new
Golden Roof Hotel creates a heart-warming place for tourists and guests that
bring nothing short of the feeling of being at home.

            Slogan of Golden Roof Hotel is “Expect
the unexpected!”



Is a process of coordinating, planning,
organizing, directing and controlling the activities of the production function
such as to make a product, typically involving effective control of scheduling,
cost, performance, quality and waste requirements.

Products (Goods or Service)

A)    Rooms

Golden Roof Hotel has
provided eighty rooms with different type to guest. These are the room type that
has been provided: Superior Single, Deluxe Queen, Premier King, Superior Suite,
Deluxe Suite, Double Queen and Family Suite. Guest can do booking through
online or walk in. Rooms are in different price with different rate. The rates
of the rooms are weekday rate, weekend rate, public holiday rate and peak
season rate.

B)    Housekeeping

Golden Roof Hotel has
provided housekeeping to all customers. Customer can request for room cleaning
when they needs.

C)    Facilities

The facility that has
been provided by Golden Roof Hotel to all guests is Wi-Fi, CCTV, 24-Hour
security and parking.

D)    Conference

The Golden Roof Hotel
Conference hall offers a flexible space with stylish business environments
which cater to all business needs. Customer can booking conference hall for
meeting uses, event or celebration uses.

E)     Membership

Guest can apply normal membership or VIP
membership to enjoy more benefits offered. Member can check in a room with
member rate such as 10% discount or addition 5% discount when taking a
promotion package. Besides that, normal member also can get 30% discount during
the birthday month while VIP member can get a complementary room during
birthday month.


Role of Production Management

A)    Interpersonal

As a production manager
or employees, he needs to have a good relationship with other people. For
example, front desk should have a good manner when invitation with customer.

B)    Informational

As a production manager
or employees, he needs to give good and correct information to customer. For
example, front desk should give the correct information to customer and avoid
making any mistake when doing check in, payment, extending and checking out.

C)    Decisional

As a production manager, he needs to do
the right decision for every issue. For example, a manager should always make a
good decision or conclusion for all issues. Manager should always make sure
that there are no mistakes or reduce the mistake which make by other employees.
For example, manager should give warning such as verbal warning when a staff
make a mistake.


Quality Control

Quality is the consistent delivery of
service that meets the standards set by the owners of Golden Roof Hotel. Guests
expect quality service and reward it with the loyalty and referrals. When
guests know they can expect to receive the same level of service every time
they visit, its means Golden Roof Hotel have achieved effective quality
management. To have a good control in quality, Golden Roof Hotel should:-

A)    Starts
with Good Hiring

During a hiring
process, Golden Roof Hotel should have strict policies that required hiring
managers to closely check references and place new hires on probation for a
period of time.

B)    Embraces
All Staff Members

Employees in Golden
Roof Hotel are all expected to provide exceptional customer service. From the
housekeep to the front desk, maintenance staff and operation manager must
undergo continuing training and mentoring to remember their mantras.

C)    Show
Up in the Profits

Profits in Golden Roof
Hotel are directly related to the number of rooms that are filled every day.
Occupancy rates are the most important indicator for profitability. For
example, Golden Roof Hotel will full house during school holiday and public
holiday season.

D)    Oriented
to Solution

Manager should be
practical and creative in solving customer and staff problems as they arise in
order to maintain a quality of Golden Roof Hotel. For example, operation
manager should settle all the problem such as overbook, duplicated check in or maintenance
problem in a short period.













management is an area of financial decision making, harmonizing individual
motives and accomplished the goals. As such it deals with the situations that
require selection of specific assets, the selection of specific liability or
combination of liabilities as well as the problem of size and growth of an





focusing on your wealth management goals, investment income is very important.
A typical long-term portfolio might produce about half its return as income and
the other half as capital growth. In this low-interest rate climate, some
sources of income have become expensive and can be disappointing against your
spending needs. The
golden roof hotel take some strategies roles for overseeing the group’s
objectives, direction, productivity, services, quality and long term of the



are very important for every business. The customer base is the group who
purchase the goods or services of a business. The customer is a main source of
revenue for a company. The customer base can make growth and innovation
difficult. Golden roof
hotel has goal the people, they believe that people it means “customer” has
their assets for their business.












of Cash Flow.

 This is necessary for the successful day to
day operations of the business so that it can discharge its obligations as and
when they rise. In fact, it involves matching of cash inflows against outflows
and the manager must forecast the sources and timing of inflows from customers
and use them to pay the liability.       

the Flow of Internal Funds

 Here the Manager has to keep a track of the
surplus in various bank accounts of the organisation and ensure that they are
properly utilised to meet the requirements of the business. This will ensure
that liquidity position of the company is maintained intact with the minimum
amount of external borrowings.

3)      To Facilitate Pricing
of Product, Product Lines and Services

 The Financial Manager can supply important
information about cost changes of production and the profit margins needed to
carry on the business successfully.


function of asset management focuses on the decision-making role of the
financial manager. Finance personnel meet with other officers of the firm and
participate in making decisions affecting the current and future utilization of
the firm’s resources. As an example, managers may discuss the total amount of
assets needed by the firm to carry out its operations. They will determine the
composition or a mix of assets that will help the firm best achieve its goals.




financial accounting, an asset is an economic resource. Anything tangible or
intangible that can be owned or controlled to produce value and that is held by
a company to produce positive economic value is an asset. Simply stated, assets
represent           value of ownership
that can be converted into cash. The Golden Roof Hotel have own      assets. Golden Roof Hotel has five branch
in Malaysia which is Ipoh, Sunway Ipoh
City, Taiping, Kuala Kangsar, and Seri
Iskandar. Golden Roof Hotel Ipoh features 80 rooms, with a wide selection
of room types.



financial accounting, a liability is defined as the future sacrifices of
economic benefits that the entity is obliged to make to other entities as a
result of past transactions or other past events, the settlement of which may
result in the transfer or use of assets, provision of services or other
yielding of economic benefits in the future.





Marketers defined marketing as putting
the right product in the right place, right price and right time. It develops
the hotel for further development and creates a positive image to customers.

4 P’s

A)    Product/

In Golden Roof Hotel,
the product that sold to customers is the service which can fulfil the need
from customers when staying in the hotel. A good service that provide to
customers will make them feel satisfactoriness when they left the hotel and will
give a positive brand image to them.

B)    Price

The price
determinations that fix by hotel will affect the profit margin, supply, demand
and marketing strategy of hotel. A cheap or reasonable price can get the
attraction of many customers.

C)    Place

A well location with
many facilities around it can attract customers come have a stay at the hotel.
Golden Roof Hotel had surrounding by many facilities such as Clinic 1 Malaysia,
badminton hall, gym and others.

D)    Promotion

Promotion can pass to customers through
advertising, social media and public relations which can promote hotel to
worldwide. Hotel organizes some promotional activities to attract the







Role of marketing management

Maximizing revenue of

department has to increase income or revenue of hotel. They organize some
promotional activities such as member day which give discount for the member
for staying in hotel. Marketing manager need to coordinate marketing and
promotional activities which occur in the hotel to get more customers.

Development of hotel

department develop hotel through different programme to increase occupancy and
make profit by its accommodation, leisure facilities and meeting. Marketing
collect opinions that make from customers and understand want of customers to
make change for improvement of hotel.

Build good brand name
of hotel

manager is responsible to create a good brand name and image for hotel through
reputation for serving customers. They need to make sure every customer can get
the best service when they staying in the hotel.

Have a good
relationship and corporate with every department in hotel

need to corporate well with every department for the effectiveness of doing
anything such as management information system (MIS). They promote hotel by
create a webpage so that customers can know the details about hotel through
internet which need help from MIS department.










Marketing Strategies

1.      Promotion

They use promotion
strategy by doing promotional activities such as staying one week in hotel will
free one more day without charging the fees for that day.

2.      Product

They use product
strategy which is service strategy by provide different type of service to fulfil
need of customers such as morning call, room service and others.

3.      Price

The pricing strategy is
used by there was a cheapest price compare with normal price when you having a
stay in hotel in the weekdays expect the weekend and public holidays.

4.      Distribution

They use distribution strategy by
opening few outlets at different place such as in Ipoh, Taiping, Kuala Kangsar
and Seri Iskandar.














resource Management(HRM)


A standout amongst the most important
department of any hotel staff is HRM. Appropriate HRM can be the distinction
between an extremely well run hotel and an inadequately one hotel. The human
resources manager can control nearly the entire feeling and nearness of the
whole hotel. This makes the significance of HRM for hotels exceptionally

A)    The important of Human
Resource Management 

There are a few unique regions in which HRM is
important. One of these zones is for recently procured workers. The
representatives that are employed in a hotel can truly change the nature of
administration and the entire climate of the hotel. This implies it is
important to pick perky, committed labourer for each position. It is the
activity of the human resources manager to ensure that great individuals are
worked in the hotel. Much of the time numerous hotel labourer are just
partaking in hotel work since they can discover nothing else to do. Not a lot
of individuals have a fantasy of running or serving in a hotel domain.
Notwithstanding, there are a few people who would like to work in that limit,
and it is the activity of the human resources manager to discover those


B)    The issue of Human
Resource Management

The issue of representative movement and advancement
is likewise another expansive issue for the hotel business. The significance of
HRM for hotels is demonstrated around there. Hotels which give approaches to
representatives to progress in position, or that give preparing to workers so
they can pick up aptitudes essential for a propelled position are important to
the standard for dependability of representatives. It is anything but difficult
to actualize administrations of this nature and the cost is unimportant
contrasted with the cost and time important to continually discover new workers
to supplant the ones that dependably leave soon after being contracted.


C)    The relationship
between HRM and employees/worker

The significance of HRM for hotels is likewise
important in the territory of worker administrations. In the event that the
representatives know they can go to the human resources manager at whatever
point they have an issue or issue then it is less demanding for them to work in
great heart. Numerous human resources offices execute diverse recreations and
exercises to make the workplace additionally fascinating and a good time for
representatives. There are a wide range of administrations that a human
resources manager can consider to help worker assurance. Possibly the hotel
could actualize a keeping an eye on, or have a recreation center day
consistently. These little administrations go far towards making glad
representatives. Cheerful representatives make upbeat organizations and glad


HRM is the best for a hotel

As should be obvious, the significance HRM for
hotels is extremely extraordinary. There are a great many ways that a human
resources manager can influence a hotel to run all the more easily and all the
more productively. There are various zones that can profit by the experience
and direction of a human resources manager. In this way it is important to not
undermine the manager’s significance. Without the human resources manager a
hotel isn’t the same or as satisfying to customers and workers.












of Information System(MIS)


Golden Roof Hotel using two type of
software system, they are management information systems and transaction
processing system. Management information system is give
information required by the hotel for appropriate management of employee and
the offices. Transaction processing system is permits
business transactions including the collection, retrieval, and modification of
transaction information.


Golden Roof Hotel using three type of
Technology such as:-

v  Smartcard

Ø  To
enter the room guest have to use smartcard

v  Texting

Ø  Guest
requests their needs to staff through a smartphone.

v  High
Speed Internet

Ø  Provide
guests with access to high speed internet service as fast as the internet that
guests use at house.


role of MIS

The role of the MIS in an organization
can be contrasted with the part of heart in the body. The data is the blood and
MIS is the heart. In the body the heart assumes the part of providing
unadulterated blood to every one of the components of the body including the
mind. The heart work quicker and supplies more blood when required. It directs
and controls the approaching debased blood, handled it and sends it to the goal
in the amount required. It satisfies the necessities of blood supply to human
body in typical course and furthermore in emergency. The framework guarantees
that a suitable information is gathered from the different sources, prepared
and send further to all the penniless goals. The framework is required to
satisfy the data needs of an individual, a gathering of people, the management
functionaries and best management.


of MIS

MIS assumes an imperative part in the
organization makes an effect on the organization’s capacities, execution and
efficiency. The effect of MIS on the capacities is in its administration with a
decent MIS bolsters the administration of marketing, finance, production and
human resource turns out to be more proficient. The chief is kept alarm by
giving certain data showing and likely patterns in the different parts of
business. The administrator’s consideration is purchased to a circumstance
which is normal in nature, instigating him to make a move or a choice in the
issue. Taught data announcing framework makes structure database and a learning
base for every one of the general population in the organization. The MIS makes
another effect in the organization which identifies with the comprehension of
the business itself. The MIS starts with the meaning of information, substance
and its traits. It utilizes a lexicon of information, substance, individually,
intended for data age in the organization. There is regular comprehension of
terms and phrasing in the organization acquiring lucidity the correspondence
and a comparative comprehension of an occasion in the organization. The MIS
requires a systematization of the business operations for a viable framework
outline. This prompts spilling of the operations which confounds the framework
plan. It improves the organization of the business by getting a teach its
operations as everyone is required to take after and utilize frameworks and



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