Guidelines for Front Office Personnel at Berjaya Langkawi Resort

Guidelines for Front Office Personnel
at Berjaya Langkawi Resort

CONTENTS 1

Berjaya Langkawi Resort 2
3
Location 4
Accommodation 8
Room Categories 10
Resort Facilities & Services 11
Meeting Facilities 13
Restaurants & Bars 18
Food & Beverage Outlets Location 20
Recreation
Transportation 21

Reception 22
32
Check-in
Update Guest's Information

CONTENTS 40
40
Operator & One Stop Service 44
Answer the phone call
Update Information 47
47
Language 48
Greeting
Number 49

Organization Culture

Caution 50

Berjaya Langkawi Resort

Set amidst a lush tropical rainforest, yet
just steps away from the azure waters and
a gorgeous beachfront.

Berjaya Langkawi Resort is an invitation
to a magical sojourn embraced by Mother
Nature.

Hailed as one of the best 5-star
Langkawi resorts.

1

Location

Located about 30km off the coast of
Kedah and made up of a cluster of 99
islands.

Langkawi Island was accorded the World
Geopark little by UNESCO in 2007. It is a
favourite shopping destination for both local
and international visitors, thanks to its
status as a duty - free port.

Langkawi is accessible by ferry from
Kuala Kedah, Kuala Perlis and Penang, Daily
flights are also available from Penang, Kuala
Lumpur and Singapore.

2

Accommodation

5-star Safe deposit box
412 rooms and suites Mini bar
Air-conditioning Coffee and tea
Cable TV facilities
IDD telephone Hairdryer
In-room Wi-Fi access Individual balcony

3

Room Categories

Rainforest Chalet [32m²]

Rainforest Studio [65m²]

4

Room Categories

Family Chalet [65m²]

Premier Seaview Chalet [56m²]

5

Room Categories

Premier Chalet on Water [56m²]

Premier Suite on Water [65m²]

6

Room Categories

Executive Suite [115m²]

Presidential Suite [148m²]

7

Resort Facilities & Services

Computers with internet access
Courier mail and postage services
Foreign currency exchange
Major credit cards accepted
Wi - Fi access in public areas
Laundry service
Childcare service upon request (with 24 hours'
notice)

8

Resort Facilities & Services

Souvenir gift shop
Shuttle service within resort
Airport transfer
Shuttle service to town and night market
Car rental service
24-hour security
CCTV surveillance

9

Meeting Facilities

1. Matsirat Ballroom (up to 900 persons)

2. 8 Separate Meeting Rooms with Wi-Fi
- Gasing
- Chorong
- Timun
- Bun
- Rebak
- Tuba
- Singa
- Lalang

10

Restaurants & Bars

Dayang Café Beach Brasserie

Malaysian & international Western & Italian
cuisine cuisine

Pahn-Thai Restaurant Oriental Peart

authentic Thai Cantonese Szechuan &
cuisine Japanese cuisine

11

Restaurants & Bars

Lobby Lounge Rimba Sports Bar

Snacks & Cocktails with live Pub with music, Fun games,
entertainment Live sports channels, Cybercafe & Mini

library

Sunken Pool Bar Boat House Bar

Snacks & Beverages by the Snacks & Beverages at the
poolside beachfront

12

Food & Beverage Outlets Location

Dayang Café
(Coffee House)

Location : Main Building (Lower ground)
Capacity : 270 Person
Operation Hour : 7.00 am - 5.00 am

Breakfast : 7.00 am - 10.30 am
Lunch : 11.30 am - 6.30 pm
Dinner : 7.00 pm - 11.00 pm
Supper : 11.00 pm - 5.00 am
Descriptions :
- Serves a mixture of International and Local cuisine.
- Daily buffet breakfast, Daily theme buffet dinner and all day dining
menu.

Beach Brasserie

Location : Beach Front
Capacity : 127 Person
Operation Hour : 7.00 am - 11.00 pm

Breakfast : 7.00 am - 10.30 am
(Premier Chalet & Suite)

Lunch : 12.00 pm - 6.30 pm
Dinner : 6.30 pm - 11.00 pm
Descriptions :
- A place to wine and dine by the seafront offering Western & Italian
cuisine.
- Ala Carte menu, breakfast, lunch and dinner available.

13

Food & Beverage Outlets Location

Pahn-Thai Restaurant

Location : Premier Chalet
Capacity : 100 Person
Operation Hour : 6.30pm - 11.00pm (Dinner)
Descriptions :
- Menu ranges from appetizers, soups, main
dishes, including noodles selection.
- Hot and cold desserts are also available.
- Built on stilts, overlooking the Andaman Sea, Alfresco dining with
soothing Thai instrumental music playing the background.
- This specialty restaurant serves authentic Thai food.

Oriental Pearl Restaurant

Location : Main Building (Lower ground)
Capacity : 140 Person
Operation Hour : 6.00 pm - 11.00 pm
Descriptions :
- Serves authentic Chinese & Japanese
Cuisine with Ala Carte menu and set dinner.
- Steamboat ‘Chinese Fondue’ is available with a variety of fresh
seafood, meat and vegetables. Private Dining Room and Ozashiki
seating available.

14

Food & Beverage Outlets Location

Lobby Lounge
(Cocktail Lounge)

Location : Main Building
Capacity : 80 Person
Operation Hour : 10.00 am - 1.00 am

Happy Hour : 5.00pm - 7.00pm
Descriptions :
- Relaxing lounge with a scenic view
overlooking the resort's bay.
- A place to enjoy a glass of chilled beer or cuppa and nibble on an
array of snacks from the menu.
- While listening to live entertainment from 9.00 pm - 1 am.

Rimba Sports Bar
(Fun Pub / Entertainment / Games Room)

Location : Main Building
Capacity : 80 Person
Operation Hour : 5.00 pm - 1.00 am

Happy Hour : 5.00pm - 7.00pm
Internet Cafe : 9.00 am - 1.00 am)

Descriptions :
- The Rimba Sports Bar is your place to party and enjoy beverages.
- An entertainment complex with fun pub, live sports telecast, darts,
pool sports corner and PS4 games.

15

Food & Beverage Outlets Location

Sunken Pool Bar

Location : Poolside
Capacity : 120 Person
Operation Hour : 11.00 am - 7.00 pm

Happy Hour : 5.00pm - 7.00pm
Descriptions :
- A swim-up bar offering tropical
cocktails, coconut drinks and refreshing
beverages.

Boathouse Bar

Location : Beach Front
Capacity : 140 Person
Operation Hour : 11.00 am - 8.00 pm.

Happy Hour : 4.00 pm - 8.00 pm

Descriptions :
- Beach front bar offering tropical cocktails, coconut drinks and
refreshing beverages, facing the white sandy beach and beautiful sea
view.

16

Food & Beverage Outlets Location

Spa Cafe

Location : Taaras Spa
Capacity : 20 Person
Operation Hour : 11.00 am - 7.00 pm
Descriptions :
- Offering a selection of healthy snacks,
herbal tea and chilled beverages.

In Room Dining

Location : Main Building
Capacity : 412
Operation Hour : 7.00 am - 5.00 pm.

Breakfast : 7.00 am - 10.30 am (last call 10:00)
Lunch : 11.00 am - 6.30 pm
Dinner : 6.30 pm - 11.00 pm (last call 10:30)
Supper : 11.00 pm - 5.00 am (last call 4:30)
Descriptions :
- Offering Continental, Asian and American breakfast.
- Including lunch, dinner and supper menu.

17

Recreation

Taaras Spa (steam, sauna and outdoor Jacuzzi)
Kid's Club and playground
Swimming pool
Round island tour
Mangrove tour
Jungle trekking
Marine park
Sunset yacht cruise
Beach volleyball
Tennis

18

Recreation

Cycling

Table tennis

Gymnasium

Archery

Batik painting

Fishing

Sea sports (subject to weather and sea

conditions)

Parasailing Jet ski Banana boat
Scuba diving Joy boat ride Canoe/kayak
Windsurfing Water ski Boat charters
Snorkeling Island hopping

19

Transportation

By Air

Penang - Langkawi Island : 40 minutes
Kuala Lumpur - Langkawi Island : 1 hour
Singapore - Langkawi Island : 1 hour and 15 minutes

By Road

Langkawi International Airport - resort : 20 minutes
Kuah Jetty, Langkawi island - resort : 45 minutes

By Train

KL Sentral Train Station (KL) - Arau Train Station
(Perlis) : 6 hours
KL Sentral Train Station (KL) - Alor Setar Train
Station (Kedah) : 5 hours

By Sea (subject to weather, sea conditions and
fuel surcharge)

Kuala Perlis Jetty to Kuah Jetty, Langkawi Island :
45 minutes

Satun Jetty to Kuah Jetty, Langkawi Island : 1 hour
Kuala Kedah Jetty to Kuah Jetty, Langkawi Island :
1 hour and 15 minutes
Penang Island Jetty to Kuah Jetty, Langkawi Island :
2 hours and 30 minutes

20

Reception

The hotel receptionist serves as the first
point of contact for all guests at the hotel. As
such, the ideal candidate should be friendly,
welcoming, patient, helpful, and knowledgeable.

The responsibilities are welcome guests,
check guests in and out of the hotel, deal with
guest queries, provide prompt and professional
guest service to meet guest needs and ensure
guest satisfaction.

21

Check-in

1

Greeting with a smile and friendly voice
and ask for IC or passport from the
guest (Mostly, our guests already made
previous reservation, the walk-in one
rarely be seen.)

2

Whether there are more than one
traveling, we need to ask for the
booking name so that we can search for
the booking information in the system
and find the registration card. In case
they are VIP or High-paying guest,
whom the room rate is RM 600 or higher,
we need to pass them to GSO to do the
personalized check-in.

3

Take all IC or passports for the
photocopy.

22

Check-in

4

Inform the guests about their general
booking information. Such like, Room and
bed type, how many nights they stay.
After that, ask the guest to fill out the
registration card and sign to confirm the
check-in.

5

About the payment: There are 3
methods available for the payment
which are Cash, Credit Card and
Currency.

5.1

In case the room payment is already
paid, what we do is to collect the
security deposit. For Berjaya Langkawi
Resort, we collect 100 Ringgit per night.
And 5 ringgit per night for Tourism Fee.

23

Check-in

5.2

Incase the room payment has not been
paid, we need to collect the room rate,
security deposit and tourism fee.

5

After collect all payments, especially, the
security deposit. We need to inform the guest
to return the receipt when check-out for the
refund.

*In case the guest checks in before 3 p.m.
and room is not inspection yet. We need to
call and check with the housekeeping and ask
about the approximate time to get it done
whether the guest ask.

The most important thing is to not let the
guest wait. We need to let them know that we
concern, by usher them to the lobby lounge to
have welcome drink and inform them that
once the room is ready, we will let them know
as soon as possible.

24

Check-in

6

Give the Key and explain what is inside the
key holder: WIFI password, room key, voucher
packages.

And the most necessary part of the check-
in is to explain the Berjaya Langkawi Resort’s
map. We have a lot of facilities inside the
resort, such as 3 big restaurants, Tarass spa,
big swimming pool, gym, private beach etc.

7

After finish explaining the map, we must
inform the guest to have welcome drink at the
lobby lounge or inform them to proceed to the
concierge to get the shuttle to the room.

25

Check-in

Breakfast Voucher

Dine Around
Lunch/Dinner

Voucher

Tourism Fee
Receipt

26

Check-in

Key Holder / Welcome Card

Complimentary of non motorize
water sports activity for 1
hour voucher

Nature walk for 1 hour or
Usage of Bicycle for 2
hours voucher

27

Check-in

Official Receipt

Credit Card
Machine

Registration Form

28

Check-in

21

3

Map

1. We must inform our guest where we are now, so
that they won’t be confused.

2. Inform the guest where their room is. The first
digit of the room number is a track, so it’s easy for us
to approximately identify their room location.

3. Explain about the movement in the resort, all we
use is ‘shuttle’. If you need a room-pick-up or to go
anywhere within our resort, you can just call ‘0’ or ‘1’
to one stop service which is available for 24 hours.

29

Check-in

5

21 4.1

5 4.1
4.3 4.2

3
5

Map

4. Check if the guest has any special package
included or not, then explain what they have. And
describe about all the restaurants that available
within our resort.

5. Explain the facilities within the resort such as
swimming pool, spa, gym, gift shop, sports &
recreation desk, food & beverage desk and room
service.

30

Check-in

21
3

Map

6. Inform guest about the complimentary mini bar
in the room and be careful about monkeys. - Do not
feed the monkeys -If the guest is not in the room, do
not forget to lock the door and window.

7. Finally, inform guests about welcome drink that
is complimentary for guests at the lobby lounge and if
guests want to go to the room, they can proceed to
the concierge.

31

Update Guest's Information

1

Log in by using the
given password.

2

Click 'PMS' to the
next page.

3

Click ‘Front desk’
and choose
‘Arrivals’.

32

Update Guest's Information

4

Search by name or
confirmation
number.

5

Click 'Check In'

6

Go to ‘Front desk’ and
choose ‘In-house guest’

then search by room
numbers or name.

33

Update Guest's Information

3
1

2

7

Check guest’s name and basic information, then fill in their

country and origin.

In this page, you will see the mini box at the right side of the

guest’s name as per picture above. Click the box, it will take you

to ‘BLR-Individual Profile’.

4

8

Fill in the guest’s title for the properly salutation, reference
from their IC or Passport.

34

Update Guest's Information

6 7
5 8

9

9

Fill in the guest’s address, nationality, date of birth, passport

number and communications or contact. Then click ‘OK’ below to

return to previous page.

10
11

12

10

Click ‘More fields’ below the name box and fill in departure
flight information which is departure flight number, date and
time. Then click ‘OK’ to finish and return to previous page.

35

Update Guest's Information

11

Security deposit payment divided into 3 ways

11.1

1
2

Credit card : Fill in credit card number and expiration date

4
3

Click ‘Options’ >>> ‘Credit card’ >>> ‘Manual Approval

5
6

Then fill in deposit amount in the ‘Amount manually approved’ and also
‘Approval code’ below, reference from the receipt. Click ‘OK’ to finish

36

Update Guest's Information

11
.2

Cash (MYR) : If the guest pay by cash, just go to the ‘Comment’ box below
and follow the pattern as an example: #72345 – RM 300 DEPOSIT

11
.3

Cash (Other Currency) : In case the guest doesn’t have MYR, but their
own currency. We also do the same process. But fill their currency in the
system as per upon we collect from them. However, we will consider by
hotel’s currency rate only. For example: #72345 – USD 100 DEPOSIT

37

Update Guest's Information

11
.3

Don’t forget to put ‘Alert’ to remind GSA/GSO to notice this deposit
payment and return amount to the guest by their currency upon check out.

13
2

Click ‘Options’ >>> ‘Alert’ >>> ‘New’

4

Choose ‘ OTH ’ >>> ‘ Check out ’ >>> Type follow the pattern
as an example ‘ DEP 100 USD #72345 ’ >>> Click 'OK' to finish

38

Update Guest's Information

12


Choose ‘OK’ to Finish.

39

Answer the phone call

External Greeting Pattern
“Thank you for calling Berjaya Langkawi Resort.
This is Siti, how may I assist you?”

Internal Greeting Pattern
“Good morning/afternoon/evening one stop service
centre, this is Siti, how may I assisit you?”

Tricks for courtesy call
Placing call on hold
- When putting a caller on hold, always ask

permission. Examples: "Would you mind holding
while I check?" When taking a caller off of hold,
always thank them for holding.

40

Answer the phone call

- Sometimes you may have other lines ringing
too. Remember to write down the names of callers
holding so you avoid asking who the caller is
holding for more than once.

Transfer the call
- If the caller needs to speak to another person
or department, transfer the caller directly to the
desired person's extension rather than the operator.
- When transferring a caller, tell them who you
are transferring them to, and announce the caller
to the person you are transferring them to.

41

Answer the phone call

Call to guest’s room
Normally, the room number has 4 digits. If you
need to call directly to the guest’s room whether to
inform them about anything or to check feedback,
just press ‘8’ then follow by room number.
The most conversation that happened is room-
pick-up, cleaning the room, animals’ problems.

42

Answer the phone call

Screen

Botton on the left Recall
Number Conference

Hold Redial
Answer
Speaker

Transfer

43

Update Information

Log in by using the given password.
Click ‘Submit Jobs’ >>> ‘Guest Request’ >>> ‘Job Details’

1
2

Fill in the room number and should status of the guest
such as ooccupied, vacant or arrival.

3

Choose job category and fill in request dedails that
guest's want.

44

Update Information

4
5

Choose department which responsibility about the job.
Click ‘Submit Jobs’ to finish.

45

Update Information

Pending : we can see all the previous pending list here.

Completed: If some from the pending list are done, they will
appear here.

46

Language

Greeting English
Hello / Hi
Bahasa Melayu Good morning
Hello / Hai Good afternoon
Good evening
Selamat pagi Good night
Selamat tengahari Goodbye / Bye
How are you?
Selamat petang I'm fine
Selamat malam Thank you
Selamat tinggal / Babai You're welcome

Apa khabar?
Khabar baik
Terima kasih
Sama-sama

47