INTERNSHIP REPORT_NURUL WAJIHAH BINTI SAMI'ON(2018260626)

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EXECUTIVE SUMMARY

This internship report stresses on the work experience I have gathered as an Intern for almost six
months at Amerald Properties Sdn. Bhd. from March 1, 2021 until August 13, 2021. In this report,
I mainly have incorporated my experience at Amerald Properties Sdn. Bhd. especially in Finance
Department. The report also includes the training reflection, SWOT analysis, discussion and
recommendation. This study allows us to recognize the lesson more thoroughly as we can adapt
and propose suitable recommendation for the company. A products and services are provided by
the Amerald Properties Sdn. Bhd. including hospitality, luxurious living and dining rooms, sports
and recreational and provide any events.

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TABLE OF CONTENT

EXECUTIVE SUMMARY .......................................................................................................................... 2
ACKNOWLEDGEMENT ............................................................................................................................ 4
STUDENT PROFILE ................................................................................................................................... 5
COMPANY PROFILE ................................................................................................................................. 6

ABOUT COMPANY................................................................................................................................ 6
ORGANIZATIONAL STRUCTURE & SERVICES............................................................................... 7
TRAINING REFLECTION........................................................................................................................ 10
SWOT ANALYSIS .................................................................................................................................... 11
DISCUSSION AND RECOMMENDATION ............................................................................................ 12
STRENGTHS ......................................................................................................................................... 12

1. Diverse hotel products and services. ....................................................................................... 12
2. Convenient location and well-established transport systems................................................ 13
WEAKNESS........................................................................................................................................... 14
1. Internal Debt ............................................................................................................................. 14
2. Low Paid Employees................................................................................................................. 15
OPPORTUNITIES.................................................................................................................................. 16
1. Online Marketing to attract customers................................................................................... 16
2. Near to various massive development area............................................................................. 17
THREATS .............................................................................................................................................. 18
1. Coronavirus (COVID-19) Pandemic....................................................................................... 18
2. Competition with other Tourism Center ................................................................................ 19
CONCLUSION........................................................................................................................................... 20
REFERENCES ........................................................................................................................................... 21
APPENDICES ............................................................................................................................................ 22

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ACKNOWLEDGEMENT

At the very outset, I am very much thankful to almighty Allah for giving me strength, courage and
ability to accomplish the internship program as well as the internship report in a scheduled time in
spite of various complications especially during the pandemic of Covid-19.

I would like to show my deepest gratitude to Amerald Properties Sdn. Bhd. for accepting
me to do my internship at Amerald Resort Hotel. Thank you to my supervisors Ms. Yainne Rais
and Ms. Zalizah Ali for their patience, guidance and support. I have benefited greatly from their
wealth of knowledge and I am very grateful that they took me on as a student and continued to
have faith in me over the months.

Then, my sincere thanks go to my advisor, Puan Rudza Hanim binti Mohamed Anuar for
her guidance and support in completing this internship report. Also not to forget, I am very thankful
to my colleagues and friends during my internship who give their help and ideas in completing
this internship report.

Lastly, my warm and heartfelt thanks to my parents and family for their tremendous support
and hope they had given to me. I really appreciate their unconditional and loving support. Without
their support I did not manage to complete this internship successfully. Thank you!

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STUDENT PROFILE

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COMPANY PROFILE

ABOUT COMPANY

Vision Mission
To be recognizable by service and product To give back meaningful experience toward

quality standard; and to be consistent in our customer and employee.
promotion of excellence, novelties and future

development.

Goal
To be known as no one resort in Desaru.

Amerald Resort Hotel is a hotel that build up by Amerald Properties Sdn. Bhd. company. This
hotel was registered in July, 2018 and it is coming to three years of their establishment this year.
It was registered under a private limited company. Location of the hotel is at Lot 1231 Jalan Kg
Punggai, Sungai Rengit, 81600 Pengerang, Johor. Amerald Resort Hotel operation hours starting
from 9:00 a.m. until 5:00 p.m. for office hours and their reception counter is open for 24 hours.
Amerald Resort Hotel is approximately 100 kilometres from Singapore by road and by ferry from
Tanah Merah ferry port to Tanjung Belungkor ferry terminal, which takes only 30 minutes and has
daily departures and arrivals. Furthermore, it is roughly 45 minutes from Senai Airport, which
giving you the option of flying or simply driving down their tranquil motorways, which connect
you to the resort without difficulty.

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The Amerald Resort Hotel features 251 luxury rooms with panoramic views of the South China
Sea and a lovely beach, as well as 13 Suites that are elegantly equipped for your comfort and
enjoyment. Five Royal suites and eight Junior suites, designed for the wealthy and discriminating,
have luxury living and dining areas, as well as some rooms with views of the beautiful greenery.
ORGANIZATIONAL STRUCTURE & SERVICES

1. TOP MANAGEMENT

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Human Resources Department
Recruitment, interviewing, personnel orientation, training, and pay are all handled by the
Human Resources department. Job queries and job postings at the hotel are both part of the
recruitment process. The candidates are then interviewed for the first time, followed by a
second interview with the Human Resources Manager and the Head of Department. Aside
from that, they'd be in charge of the employee familiarization program and the hotel laws
and regulations briefing. This department oversees all training and seminar programs for
all departments, as well as managing EPF, SOCSO, and insurance claims of the employees.
Finance Department
Accounts receivable, accounts payable, and payroll are all handled by the finance
department. Payments from travel agencies and corporations are processed in advance by
the accounts receivable office. In the meanwhile, the accounts payable office would be in
charge of paying suppliers and banks in advance. All workers' wages and salaries, including
part-timers, are handled by the payroll office.
Sales Department
The hotel's sales department is in charge of room, banquet, food and beverage, and
conference sales. The sales department is divided into three divisions: corporate, private,
and travel agents. The Sales and Marketing department provides services to a variety of
market areas.

2. FRONT OFFICE DEPARTMENT

There are numerous sub-departments within the Front Office Department. A supervisor is
in charge of each sub-department. Reception, Reservations, Switchboard Operator,
Cashier, Concierge, and Business Center are the sub-departments. After office hours, the
Reception service conducts check-in, answers questions, handles complaints, and takes
reservations. The Reservation Department accepts reservations from travel companies,
organizations, corporations, and individuals, among other things. The Reservation
Department also monitors room occupancy on a daily basis, handles special requests for
visitors prior to their arrival at the hotel, provides paging services, records messages for
guests, transmits telex and fax, manages in-house movie channels, and makes morning
calls to guests. Checking out, posting bills to respective guests' accounts, managing safe

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deposit boxes, and monitoring guests' belongings are all services provided by the Cashier
Department. Other services include escorting VIPs to their rooms, booking and
reconfirming flights, and organizing tours for visitors. The Business Center offers both in-
house guests and outsiders services such as typing, shorthand, and internet access.
3. HOUSEKEEPING DEPARTMENT
There are variety of sub-departments within the Housekeeping department. A supervisor is
in charge of each sub-department. Rooms, Public Area, and Laundry are the sub-
departments. The Rooms division is responsible for providing turndown service as well as
cleaning all of the rooms and hallways. The Public Area division is in charge of cleaning
the public restrooms, lobby, eateries, and parking lot. Finally, the Laundry section cleans
the guest's and staff's uniforms.

4. FOOD AND BEVERAGE DEPARTMENT
Same goes to this department, it consists several sub-departments within the Food and
Beverage department. An assistant manager leads each sub-department, which is supported
by a supervisor. Outdoor Catering, Banqueting, Restaurants, and Room Service are the
sub-departments. Within the Pengerang radius, the Outdoor Catering department provides
services such as buffet and gourmet dining to residents, businesses, and organizations.
Wedding receptions, yearly dinners, and conferences are among services provided by the
Banquet department. Various sorts of cuisines are available for customers to select from at
the restaurant outlets.

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TRAINING REFLECTION

The duration of my training in Amerald Resort Hotel is 24 weeks which is from 1st March 2021
until 13th August 2021. My working hours at Amerald Resort Hotel is 8 hours per day which is
from 9.00 a.m. until 5.00 a.m. and six days a week which is from Monday to Saturday.

I start my internship at March by a position as an Account Payable which is under Finance
Department. My job scope as an Account Payable is preparing Payment Voucher if been asking
by my Finance Manager. The function of the Payment Voucher is to clarify the amount of the debt
that we want to pay to the suppliers. Other than that, I also do an Approval Listing which is the
listing of the name of some suppliers that we want to make a payment to them. Then, I also need
to key in the invoices that received from the suppliers that do not have a Purchase Order in the
system. Every end of the month, I need to count the inventory of items in each of the department
at the hotel.

Benefit that I received as a trainee at there is by getting an allowance which is RM15 per
day. The company also provide staff meal for the trainees and employees. Other than that, I learned
new skills and experience on how to do Account Payable as I am not majoring in account in my
study. I also learned the new software which is IFCA software that had been licensed to Finance
Department in Amerald Resort Hotel. The system function is to record all the revenue and expenses
that come in to the company. Sometime I also do a part time during the busy period at the hotel by
helping Housekeeping Department and Food & Beverages Department.

For knowledge and skills related to personal development, I learn so much about
accounting in a reality situation related to a huge decision that need to make by a company. Other
than that, I learn to improve my communication skills due to at Finance Department we really need
a good communication to avoid any misunderstanding because it involving a huge amount of
money.

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SWOT ANALYSIS

STRENGTHS WEAKNESS
1. Internal Debt.
1. Diverse hotel products and services. 2. Low paid employees

2. Convenient location and well-
established transport systems.

OPPORTUNITIES THREATS

1. Online marketing to attract 1. Coronavirus (COVID-19)
customers. Pandemic.

2. Near various massive development 2. Competition with ither tourism
area. center.

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DISCUSSION AND RECOMMENDATION

STRENGTHS
1. Diverse hotel products and services.
Amerald Resort Hotel not only offers luxury rooms for their customers, but it also
provides variety of products and services that can satisfy their customers expectation
during their stay at there. They gained a competitive advantage by offering a wide range of
products and services aimed towards various market groups. Some of the products and
services that will serve by them at there are mini waterpark, skywalk and all-terrain
vehicles. It is become an attraction for guest to check in at the hotel especially for guest
who bring their children for a holiday. They can enjoy doing exciting activities together
with their child by riding an all-terrain vehicle along the beach or play in the mini
waterpark.

Other than that, Amerald Resort Hotel present many events that can be done at their
place. For example, guest can book for a wedding ceremony at the hotel that come with
some set of menu that will be serve during the ceremony. At Amerald Resort Hotel, it has
a big ballroom that can occupied about 500 peoples at one time. So, it is very suitable to
held a wedding ceremony at there. After that, the brides can do their photography along
the beach which give a beautiful scenery picture. Then, guest also can have their birthday
party or anniversary at the hotel. The hotel staff provide a service to decorate or prepare
what their guest request with an extra charge. So all the products and services that have
been offer at there will increase the revenue of the hotel and can attract more people to stay
at Amerald Resort Hotel.

Apparently, for hotel to sustain or expand its strengths, they must improve their
quality of products and services. To maximize customer happiness and hotel profitability,
high-quality goods and services are required to seek continual quality improvement.
(Shaoping Qiu, 2017) For example, some improvement can be done by Amerald Resort
Hotel is by providing services that can help assist guest to pick up their load. Other than
that, the hotel can provide valet parking to the guest who come to stay. Instead of guest
need to find their own parking, guest vehicles will be parked by a valet person. High quality
of products and services will enhance guest loyalty and increase competitive advantages.

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2. Convenient location and well-established transport systems.
Amerald Resort Hotel is located by the sea which is become a good attraction for

guest who want to experience the feel of sea breeze. Beauty of nature by the beach can
catch the guest eyes. Other than that, the location is near to the locality of that place which
is among the residents who stay there. Each place has its own uniqueness that symbolizes
the background of the certain places. Same goes to Pengerang, it is popular with seafood
meals because the location near by the sea making most of the locals work as fishermen
and most of the restaurants at here serve fresh seafood meals. This will attract guest who
want to try the taste of fresh seafood to come stay at Amerald Resort Hotel especially
people who stay outside of the Pengerang city because it is the nearest hotel within the
local area that served fresh seafood with an affordable price.

Then, the area of Amerald Resort Hotel has a good road transportation system. This
is because many transportation systems can be found near the area such as a bus and taxi
station. Local people who stay at the area usually using public transport system as their
alternative to go to their wanted destination. Other than that, tourist from other country
such as from Singapore and Indonesia may come to the hotel because there are two ferry
terminal located within the hotel radius.

Transportation is a critical facilitator of tourism, since it transports visitors from
their starting point to their ultimate destination and then to different attractions. Transport
connects markets in tourism-producing regions to destinations and allows visitor internal
mobility between components of the tourist experience; it may also be a key attraction or
an experience in and of itself. (OECD, 2016) For example, Amerald Resort Hotel may offer
a service to pick up guest from their bus or taxi station to enhance a good experience for
the guest during their stay.

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WEAKNESS
1. Internal Debt
Amerald Resort Hotel got many internal debts from various of suppliers. This is
because many unpaid invoices from January 2021 have not been settled yet and every
month there will be more debt that will be key in in the system because the hotel will keep
ordering items and stuffs requested by the department for operation of the hotel. This
situation become more worst when the pandemic of COVID-19 happened. The hotel got
no revenue because the tourism attraction has to closed due to the pandemic. So, it become
more difficult for the hotel to pay off the debts.
With income and cash flow being squeezed for both owners and operators, it's
critical to rapidly identify areas where available money may not be enough to satisfy
obligations. For example, it may be necessary to enter into early and transparent
negotiations in order to find constructive solutions for servicing debt obligations that are
due, or restructuring other costs that are committed at levels that are no longer
commensurate with the business's future operating levels. Many lenders and financiers are
tolerant of late payments and may be willing to renegotiate arrangements.
A big number of hotel owners may be trying to restructure their debts, which might
lead to purchases by private equity firms and larger operators with considerable financial
reserves. Companies that want to restructure must be able to prove internal and external
stakeholders that their plan is viable and that it is the best choice for ensuring that the firm
can continue to operate after constraints are relaxed. (Thorton, 2020) Amerald Resort Hotel
can do a planning by reduce the usage of operation items and avoid any waste that can
happened to reduce any additional debts because of no revenue during the Movement
Restriction Order (MCO).

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2. Low Paid Employees
Amerald Resort Hotel offers quite low wages to their employees. It is a standard

wage that have been suggested for the minimum wages by ministry in Malaysia, but for
person that has a commitment such as parents, family and pay for rent it can put them in
burden to wait for another month to receive their salary. This is because some of the
workers there complained about their low paid salaries that have been received by them.
Even though management tries to keep employees pleased, if they do not think they are
being treated properly, they will not show behaviours that have a good influence on
consumers. Employee turnover can also be influenced by feelings of being undesired,
untrained, or similar.

As a result, excessive turnover may lead to a drop in service quality. Employees are
the most crucial component in terms of production and service, and they play a substantial,
if not irreplaceable, role in an organization's performance and long-term viability. Creating
a sense of belonging to the company among committed employees and cultivating
employee loyalty may be a competitive advantage.

Employees in the hotel sector want to be rewarded, and managers must recognize
this. It is not enough for managers to develop fair and equitable human resource
management processes; it is also critical that the procedures' outcomes are as fair as
possible, and that the employees'/service providers' necessary perspective is favourable.
(Drd. Joshep Takacs III, 2017) So, Human Resource Management at Amerald Resort Hotel
can be a third party to communicate with the owner for the consideration to raise the
employee salaries.

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OPPORTUNITIES
1. Online Marketing to attract customers
Nowadays, nearly any information needed is on the internet where the users can
always search on the web. Mostly platforms that are being used by the tourist to search an
information is social media websites. There are many platform of social media websites
that can assist customers to find the best hotel and activities that has been promoted. It also
can help customers to make decisions on which hotel they want to go. According to (Robert
Ackland, 2015) definition of social media is a platform in a form of electronic
communication that allows users to create, publish, share and exchange ideas, information
and experience.
In Amerald Resort Hotel, we have a Facebook pages and Instagram as a social
media. Other than that, Amerald Resort Hotel also can be find in online travel agency such
as Booking.com and Agoda. (Noor Alyani Nor Azazi, 2020) agree that all the information
on the organizations shared and how they share it in social media have an important role
in organization’s image and reputation growth and influence the public perception on the
organization.
Amerald Resort Hotel can take advantages on this opportunity by do advertisement
on their new promotion in social media. They can upload about the products and services
that are still available during this pandemic. They also can post about how to keep safe
from the pandemic while using their products and services. Other than that, Amerald Resort
Hotel can publish a blog about the activities and their events provided in blog. They write
about Amerald Resort Hotel services recent activities and the reason why people should
choose Amerald Resort Hotel. By doing this, Amerald Resort Hotel can reach new viewer
and can increase the number of guests to choose the resort as a tourism destination.

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2. Near to various massive development area.
Amerald Resort Hotel opportunity is there are various massive development in this

region. For example, PIPC and RAPID oil and gas project near Pengerang. Pengerang
Integrated Petroleum Complex (PIPC) is oil and gas projects that focus on adding value to
the Johor downstream oil and gas value chain. It is one of the greatest investments spread
across a single 20,000-acre property in the Pengerang district which is located near to
Amerald Resort Hotel. The Refinery and Petrochemical Integrated Development (RAPID)
project and other related facilities are part of Pengerang Integrated Petroleum Complex
(PIPC). According to Datuk Md Arif Mahmood in Bernama said there are 4,000 workers
that are still on site. In order to have a safe operation on site due to following movement
control order, RAPID project need a reliable food and beverages supply for their workers.

This can increase company profit because of many people that work near the project
use Amerald Resort Hotel product and services. Especially food and beverages products
and delivery services. Amerald Resort Hotel has established customer connection with
RAPID project person and can develop reliable partner. Because of this, Amerald Resort
Hotel continue survive by foods and beverages product during this pandemic Covid-19.
Amerald Resort Hotel has been chosen to have a contract to supply foods and beverages to
RAPID project.

According to (Shaw, 2020), foods and beverages relies on two major parts which
is production and distribution. Amerald Resort Hotel can take advantages on this
opportunity by increasing this two major parts in their foods and beverages. For production,
Amerald Resort Hotel can upgrade their technology. By upgrading their technology,
Amerald Resort Hotel can operate efficiently. It increasing the production and reducing
cost. For distribution, Amerald Resort Hotel can upgrade their delivery services. For
example, Amerald Resort Hotel can develop their own delivering system or use Foodpanda
service to deliver the product in Desaru area. Excellent of distribution channels can expose
business to new consumers and reach new markets.

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THREATS
1. Coronavirus (COVID-19) Pandemic
First threat is recent pandemic Coronavirus (COVID-19). Start from year 2020, the
whole world had facing the newly discovered coronavirus (COVID-19) disease. This virus
can be transferred when an infected person exhales, sneezes, coughs or having a direct
contact. COVID-19 pandemic changes our daily life drastically and lead world to adapt
new norms in aspects of pharmaceutical services. Malaysia's government has made great
measures to limit the spread of the virus.

In order to break the chain of COVID-19, the Government of Malaysia has carry
out a Movement Control Order that starting from March 18, 2020. Implementation of
Movement Control Order can be a threat on certain services sector which are involve
physical interaction especially in hotel and tourism industries. There are Standard
Operating Procedure which are very strict and need to be followed. For example,
restrictions on any social activities in the hotel. Hotel industry are the most affected due to
the lockdown in whole country. Most tourist and visitors are consider to avoid travel and
accommodation due to hygiene and health concerns. Amerald Resort Hotel is badly
affected as they offering services such as hospitality and tourism activities.

In order to survive, Amerald resort hotel must find another alternative to make
profit. Amerald Resort Hotel should move toward innovation by improve revenue with
new day-use services. For example, Amerald Resort Hotel can focus on food and beverages
services. Other than that, according to (Ali Ihtiyar, 2019), hoteliers can also develop
suitable approach based on various market segments in order to meet the demands of
various accommodation target groups. This strategy is easier for company focus with
marketing efforts and resources on targeting the special audiences to achieve business goal.
By doing this, Amerald Resort Hotel can develop new products and services after finding
the new marketing opportunities.

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2. Competition with other Tourism Center
Location of Desaru is near the sea and have a nice view. Many Hotel and Resort

are established in this area included the big Hotel such as Desaru coast, Tunamaya Hotel
and Resort and Lotus Desaru. The hotel market competition can be a very challenging as
they need to fight to capture a similar type of customers. When competitors work hard as
you, maintaining a healthy profit can be hard.

As the location is one of the demanded tourism destinations, the competition for
leadership in the tourism industry can increase the new market entrants and investments in
this area. They will offer a similar product and service that can risk Amerald Resort Hotel
business. Because of substitute product will limit the price rate, they can reduce the appeal
and profitability of an industry. It is become more intense when the internet helps the
competitors and markets more dynamic. High market competition generates
unpredictability in the environment, making it harder to plan and regulate operations. Other
than that, hotel industry's distinctive qualities, such as intangibility and perishability, as
well as the short cycle in product manufacture, distribution, and consumption, add to the
high level of unpredictability.

Amerald Resort Hotel can overcome this threat by having competitive advantage.
Competitiveness is crucial for a company since it may boost a company's or
accommodation provider's success. According to (Riavoglou, 2019), revenue managers
that fully utilize their competitive sets will be able to improve their pricing strategy and
will eventually take advantage of every chance to enhance revenue. Amerald Resort Hotel
can have competitive advantage in foods and beverages sector. Amerald Resort Hotel
“selera kampung” take away set is very popular in Desaru. Amerald Resort Hotel can use
cost leadership strategy in order to gain competitive advantages. According to (Schabel,
2019) cost leadership is a popular approach aimed to produce lower product and service
delivery costs than the competitors. Amerald Resort Hotel should enable to produce this
product at the lowest cost by consider to use cheap material. However, company need to
keep doing continuous improvement on the products and services. This is because this
advantage may be lost if competitors enhance their products or services, making them more
desirable to customers.

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CONCLUSION

In the Covid-19 Pandemic, Amerald Resort Hotel need to use a marketing campaign. In a pandemic
crisis, human resources and hotel facilities can be used to develop and innovate. In this
circumstance, the hotel cannot only rely on the room reservation to keep it alive. The method
employed is extremely beneficial to the continued survival of the Amerald Resort Hotel. So, the
staff can learn fresh lessons and came up with new ideas for increasing hotel income. Even if the
company's goal cannot be realized entirely, the Amerald Resort Hotel can help satisfy the
requirements of the inhabitants of Pengerang and its environs, at least during the Covid-19
epidemic. As a result, Amerald Resort Hotel is recommended to maintain quality and pricing in
order to nurture client loyalty, as well as to be constant in following health procedures in order to
make people feel at ease while engaging with the hotel team. Covid-19 may be utilized as a
springboard to continue innovating and contributing to Malaysia's country and people.

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REFERENCES

Ali Ihtiyar, M. B. (2019). Experiential marketing, social judgements, and customer shopping
experience in emerging markets. Asia Pacific Journal of Marketing and Logistics, 499-
515.

Drd. Joshep Takacs III, D. S. (2017). A SWOT Analysis of the Global Hospitality Industry.
Revista Economica.

Noor Alyani Nor Azazi, M. M. (2020). Social Media and Decision Making Process among
Tourist: A Systematic Review. Jurnal Komunikasi: Malaysian Journal of
Communication, 395-409.

OECD. (2016). Seamless Transport to Enhance the Visitor Experience. In OECD Tourism
Trends and Policies. Paris: OECD Publishing.

Riavoglou, V. (2019). The Importance of Proper Competition Identification within The Hotel
Industry. Retrieved from Hoteliar Academy: https://www.hotelieracademy.org/the-
importance-of-identifying-the-right-competition/

Robert Ackland, K. T. (2015). Development Impact of Social Media. World Development
Report.

Schabel, L. (2019, June 27). How to Gain Competitive Advantage. Retrieved from Strategy
Mangement Consulting: https://www.google.com/amp/s/www.smestrategy.net/blog/how-
to-gain-a-competitive-advantage%3fhs_amp=true

Shaoping Qiu, L. W. (2017, Jan). SWOT Analysis and Competition Approaches of Hotels in
Guangzhou. Journal of Business and Management, 19-25.

Shaw, A. A. (2020, May 11). SWOT Analysis of the Food and Beverage Industry. Retrieved from
Marketing Tutor.Net: https://www.marketingtutor.net/swot-analysis-of-the-food-and-
beverage-industry/

Thorton, G. (2020). Hotel Industry: Navigating the Impact of COVID-19. Surviving, Adapting
and Preparing for the New Normal.

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APPENDICES

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