ACKNOWLEDGMENT

Alhamdulillah and thank you to Allah S.W.T for giving me the strength and good health

so that I am able to complete this internship training report. First of all, I like to express my

gratitude to my dearest Academic Supervisor, Madam Norjiah for all the guidance and assistance

given throughout my internship.

I also would like to thank the Manager of WNS Homestay, Mr. Wan Haron B. Wan

Hamid for giving me the opportunity to complete my internship at his establishment. Not to

forget, my appreciation also goes to Mrs. Wan Nor Suraya and Mrs. Norizah for all the help

given to me during the internship. Last but not least, for the staff of WNS homestay, Mr. Ansari

and Mr. Hafizan, for giving me the cooperation needed for every task given.

All in all, I would like to thank to Allah S.W.T for the gift of such a wonderful family

that always supports me no matter in what I do, especially my father.

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1.0 INTRODUCTION

Industrial training for students actually forms part of the requirements prior to being

awarded degree. Students are required to undergo industrial attachment with government

agencies, firms or companies for a specified duration of time, with the idea of exposing to the

real work environment. Moreover, this industrial training would also enabling to familiar with

the work related problem and challenges as faced by organizations.

The industrial training programme should also provide students to preparing with the

necessary knowledge, skills and abilities as required by organizations. It is hoped that students

undergoing the industrial training would be able to perform the best of their abilities and at same

time maintain good reputation and image of university.

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1.1 Placement Department

The intership started from 18 May 2015 until 29 August 2015 for 15 weeks, take place at

WNS Homestay, that is situated at Jalan Mahkota off Jalan Stadium which is at the heart of the

city Alor Setar. The trainee is given a position as Marketing and Sales Operator during the

internship.

As for working hours, formally, it is from 9 a.m until 5.30 p.m for six days a week.

However, since this establishment offers various type of events, so it is possible to work extra

hours and also working during weekend depending on the booking that was made.

As the one in charge of marketing and sales, the trainee was instructed to ensure that the

customers are satisfied with the service provided by the homestay, in term of accommodation

and event management.

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1.2 Training Objective

The following are among the objectives of industrial training programme:

To provide opportunity for students to gain access to information on the current needs

and requirements of industry.

To expose students to the latest technology and management utilized by industry.

To enable students to gain experience and exposure to the reality of working environment

in organizations.

To exposed students to work related problems and issues and in way develop their

thinking capabilities in decision making.

To enable students to apply the theories and concepts to real workplace situation.

To provide opportunity for students to be involved as worker in organizations.

1.3 Issues To Be Handled

1. Prepare quotation

2. Distribute banquet event order (Dinner, Meeting, Wedding)

3. Assist on event programme (Dinner, Meeting, Wedding)

4. Administration

5. Pick up calls

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6. Attend banquet event order briefing

7. Marketing

1.4 Types of assignment to be submitted

1. Prepare quotation

After I gathered all the information regarding client's reservation, I need to fill the client’s

information into catering reservation form before I can prepare a quotation. All quotation that

have been done then will be submitted to the Operation Manager as an approval to proceed with

the preparation. A receipt will be given to the client for every client's reservations or bookings.

This is to ensure that if there is a problem in the future, we will refer to the receipt issued to the

client. We also will contact the client back when the date for their reservation is near, in order to

confirm whether the reservation or event can be proceed. The reason for asking the client for the

second time is in order to make sure that there are no changes have been made during the period

of time from the reservation and the day of the event.

2. Distribute banquet event order (Dinner, Meeting, Wedding)

Banquet event order is an agreement form that details selections for food and beverage,

audio/visual, room setup(s), staffing requirements and other event needs for a particular venue. It

also confirms full costs (including service fees, taxes, etc.) and dates associated with payments .

From here, I will distribute the task for the staffs who are in charge in every related fields. This

method is done in order to increase the efficiency. At the same time, I will also monitors the

progress of the preparation that has been made by the staffs is according to the client's order or

not.

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3. Assist on event programme (Dinner, Meeting, Wedding)

I also have to assist the staffs during the preparation of events such as by helping setting

up the vvip tables, make sure all the clients order are in place and also to set up the scallops for

the tents for the event.

4. Administration

If there is no event to be handle, I will do some administrative work. For example, I will

do the filing for all the clients reservation for future use. I also will administer the surrounding of

the homestay to ensure that all the tables, chairs and decorations were kept nicely.

5. Pick up calls

I also will pick up calls from the clients for reservation and enquiries about the package

offered by this homestay.

6. Attend banquet event order briefing

I need to attend some meetings with the caterers, or PA systems supplier from time to

time in order to discuss if there is anything need to be improve.

7. Marketing

As the one who issued the matter of marketing during staffs meeting, I was put in charge

with the marketing of this homestay by using social medias such as Facebook and Instagram.

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1 ORGANIZATION BACKGROUND

2.1 History of establishment

This homestay was established in the year of 2006. It is situated at Jalan Stadium, Alor

Setar, Kedah. This bungalow was bought by the Manager, Mr. Wan Harun from the former Chief

Minister of Kedah, Dato' Seri Syed Nahar Shahudin. The name of WNS was chosen by the

Manager or the owner after the name of his daughter, Wan Nor Suraya Hanim which is now the

Operation Manager of this establishment.

This establishment is a family-based business, thus most of the upper staff is the family

of the owner, Mr. Wan Harun. For example, as mentioned above, Mrs. Wan Nor Suraya as the

Operation Manager and Mrs. Norizah Ibrahim as the Financial Manager. This homestay is

supported with some other staffs which is not related to the family to be in charge with other

work than the administration.

This establishment provided 8 rooms, 1 seminar hall, 2 living hall and a place for leisure

at the back of the homestay. The first customer after this establishment is open is the contingent

of Perak for Sukan Malaysia (SUKMA) 2006 which was held in Kedah. They rented the

homestay for one month from before the tournament started until the closing ceremony.

This homestay also has the history of organizing events for royal families of Kedah and

Perlis. The events that always organized by this establishment are weddings, reunions, seminars

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and meetings. Besides, WNS homestay also involve in local charity program to help the people

in need.

In the year of 2008, WNS homestay opened up a futsal centre under the name of WNS

Futsal Centre. This sport centre not only providing sports arena for people but also hostels and

homestay. In the near future WNS will take another leap by opening their next branch of

homestay with the concept of hotel in a bungalow.

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2.2 Motto, Vision and Mission

2.2.1 Motto

"Clients satisfaction is our priority"

WNS homestay always put their customer before anything else in order to maintain the image of

this establishment and to ensure the clients satisfied with the service provided.

2.2.2 Vision

To ensure that WNS will become a company that will always advance and progressive in order

to have a business empire though out the nation.

2.2.3 Mission

WNS prepared lists of missions in order for the company to able to achieve the vision.

Make sure all the clients are satisfied with the service provided

Ensure that all the operational activity at the top performance in order to give a good

service quality

Always be alert with the changes of era (newspaper, wifi and etc.) in order for the

company to be able to upgrade the quality of service for the clients.

Targets for a long term profits.

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2.3 Core business of company

Apart from accommodation, WNS Homestay Alor Setar also provided:

I. A place for organizing events such as weddings, dinner party and reunion.

II. Room and Hall that can be rented

Seminar Hall

8 accommodation room

• Bilik Mawar

• Bilik Melur

• Bilik Melati

• Bilik Ros

• Bilik Seroja

• Bilik Teratai

• Bilik Anggerik

• Bilik Cempaka

2 Living Hall

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1 Leisure space

III. List of services provided by WNS Homestay

Business meetings

Weddings

Catering

IV. WNS Homestay also involved with these activities

Welfare charity for orphanages

Sponsors for youth sports event

ACHIEVEMENTS AND FUTURE PLANS (ORGANIZATION GOAL)

Held a wedding events with over 5000 guest.

Held a dinner party involving royal families including the Sultans of Kedah and

Perlis.

Most of the customer of this homestay are groups of government officials and

also future brides and grooms that wanted to held their wedding at this homestay.

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Based on the company's vision and mission, WNS Homestay will always improve

their services quality in order to achieve client's satisfaction in order to become a

progressive company within the nation.

3.0 ORGANIZATION CHART

Since WNS Homestay is not a large company, this homestay is manage by the family of the

owner and also the Manager of this homestay, Mr. Wan Harun. However, there are designated

roles given to the family members and also additional staffs on each field they are in charge with.

Even though it is a family-based company, WNS Homestay applies the system of a large

company to make things in order.

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Organization Chart

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Wan Haron Bin Wan Hamid(Manager)

Norizah Binti Ibrahim

(Financial Manager)

Wan Norsuraya Hanim Binti Wan

Haron(Operation Manager)

StaffSallizan Bin Zainon

Ansari Fani Bin ZainuddinShahrin Rizal Bin Mohd Sharif

Isa Ruby Bt. IsmailMuhamad Amirul

Ahmad Zuhri Bin Fadzil

(Operation Manager)

3.2 Task And Responsibility Of Department

Task and responsibility at WNS Homestay are divided according to the events organize

by this homestay.

1 Bookings

Fill up client's details and order in the form.

Brief the clients on the package offers by the establishment.

Discuss the suitable date to held the event.

Make sure to issue a receipt after taken the deposit from clients.

2 Wedding Event

Setting up PA system

Arrange the tables and chairs according to client's needs.

Setting up the table for VVIP.

Put up scallops around the tent/canopy as decoration according to the color chose by

the clients.

Ready the hall for Bridal stage

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3 Client's Organization Meetings

Setting up the tables appropriate for meetings.

Setting up the PA system.

Check all the utilities such as lights and air conditioner to be in good condition to

provide comfort for the clients.

Ready food and beverages for customers if ordered.

4 Accommodation

Make sure the room is neat and tidy.

Check all the utilities to be in good condition.

On standby if the clients seek for assistance.

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4.0 GENERAL OPERATION

WNS Homestay provides services such as accommodation for holidays and for events.

This homestay also provided services for weddings with the package includes, rooms, halls, PA

systems and tables for guests. WNS Homestay also offers a place for government's offices to

held a regional meetings in a nice and comfort seminar halls.

OFFICE HOURS

Company office is open daily from 9 a.m to 5 p.m but clients still be able to reach the the

staff by phone calls outside office hours.

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5.0 ACTIVITIES DURING TRAINING

5.1 List task and responsibilities

1. Prepare quotation

Get and fill clients information to catering reservation form

Compile all the information

Key in and prepare quotation for clients

Get signature from person in charge

Send quotation through email or fax to clients

2. Monitor clients feedback

Assist in handling feedback in quotation price, menu and packages

Monitor on daily basis

Assign the feedback to the person in charge via email phone calls

Prepare monthly database analysis

3. Ad hoc programme

Assist on additional event and meeting with government bodies and private company

Prepare an amendment to distribute to all department

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4. Administration

Assist on documentation and agreement which need to be submitted to the regional

office and legal department.

Preparing memorandum for agreement and documentation.

Communicate via telephone and email with department related and clients for the

documentation and agreement.

Key in data in Microsoft excel

Filing quotations and banquet event order

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5.2 Experiences or knowledge required

Able to apply what I learned from university into the working environment.

Identify the organization structure and understand the role play by each department.

Able to communicate and interact among top level management, officemate and

public.

Able to give own opinion, gain confidence, innovative and ability to resolve problems

effectively.

Perform task given with full responsible and integrity.

Able to work as a team and foster teamwork spirit.

Knowing to communicating with email, Microsoft outlook.

Knowing how to used create database system using Microsoft excel.

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6.0 COMMENT

As a trainee in this internship program, it is an opportunity to gain a very good

experience related to field of studies by observing and participating in the operation of this

company. The trainee also gain lots of experience and able to understand the hardship of working

life. The trainee also able to improve lots of individual skills prior to the internship program thus

felt enjoyed working with the company.

However, there are things that need to be improved by the company in order to cope with

current standards. As in the point of view of a trainee, this company still relying on manual

methods. For example, filling up a form and all the data of previous clients are kept manually.

Even though it is not give any harm in using manual methods but by having backup data online

may help the company if anything happens.

As the trainee noticed, there are no staff uniforms for the staffs of WNS Homestay. This

create confusion for the clients during event such as weddings because they do not know which

person to refer to due to lack of identity as a staff. In addition, the company did not provide tools

of communication for the staffs during events thus it create lack of efficiency due to time

consuming in relaying information to others. This company also lack of marketing according to

the current trend. There are no marketing done by the company in social medias such as

Facebook and Instagram.

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As for the working atmosphere, the staff of this company is very friendly and helped a lot

throughout the internship. There are several mistakes done during working but they are always

there to help the trainee when needed. Working atmosphere is very important for a person even

though as a trainee because it gives a motivational boosts for the person to work harder.

6.1 RECOMMENDATION

Even though WNS Homestay is not a big company, but by looking at the history of

establishment and future plans of this company it shows that this company is worth to do an

internship program.

It is because this company apply hands on experience which requires the trainee to do the

job by themselves. Any trainee who comes here to do an internship program will be able to

manage and organize the event by themselves which not any companies will allow it for a

trainee.

It is suggested that future trainee that comes to do an internship here to be prepared

physically and mentally because life is a learning process and experience is not easy to get. It

requires efforts and time.

7.0 CONCLUSION

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As a conclusion, the involvement and experience gained from this internship program are

significant to the studies. This program provided an excellent and rewarding knowledge that

cannot be gain in the classroom. For example, the trainee is able to reduce the nervousness when

speaking with new people due to lots of encounter with the clients during the internship.

Now the trainee can see the world in a business angle and able to put the theories learnt at

the universities into practical use. The theories is important but without a real practical working

experience it is useless. This program will be able to produce more efficient and productive

workers. This program also helped the trainee to be more mature, self aware and built a strong

self confidence by giving the trainee a chance to manage, to encounter the clients and to work

under pressure.

CHAPTER 1

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PROJECT OVERVIEW

1.1 INTRODUCTION

Organizations today face a dynamic and changing environment that requires frequent

change and adaptation. Therefore, it is vital to gain knowledge regarding factors that facilitate

organizational change. By making suggestions for changes, the administration can improve its

proficiency in parallel with current times. For example, by upgrading its database from

conventional data saving using filing systems to digital database which enable the company to

save their data online by using cloud storage such as Dropbox and Google Drive. Plus, by

making suggestions for changes its not only can improve in term of administration but also in

term of marketing. For example, nowadays almost all people have a smartphone in their pocket

and they bring it wherever they go. Thus, by making changes coping with latest trend, company

can make use of social network which can be access easily using smartphone by promoting their

company's products or promotions. By using this homestay as a model, it can survive without

making changes of using online database or doing a promotion on social network. It already has

its regular individual customers and also corporate customers. However, by making this changes,

this homestay will be even more well known as it broaden its marketing field. While in term of

administration, the database will be even more organize, easier to find and the most important is

well secure.

ADMINISTRATION AND MANAGEMENT

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I. Database (Administration)

According to Theo Haimann as stated in Management Study Guide (2015),

“Administration means overall determination of policies, setting of major objectives, the

identification of general purposes and laying down of broad programmes and projects”. It refers

to the activities of higher level. It lays down basic principles of the enterprise. According to

Newman, “Administration means guidance, leadership & control of the efforts of the groups

towards some common goals”.

In administration work for the company like WNS homestay, database is very important

as it is the source for the admin of the company to acquire information about previous customers

in case of there are problems related during customer's accomodation and also it is the source to

revise previous deals done by the company with the suppliers. Thus, database needs to be easily

access by the administration as in can improve the company's efficiency.

II. Marketing

Management Study Guide (2015) also stated that "management involves conceiving,

initiating and bringing together the various elements; coordinating, actuating, integrating the

diverse organizational components while sustaining the viability of the organization towards

some pre-determined goals. In other words, it is an art of getting things done through & with the

people in formally organized groups."

From the above statement, it can be deduced that marketing is a part of management

work. It is because marketing needs to be manage and monitor. The management part can just

stick with its already well establish marketing program as it already brings profits to the

company. But, as a part of management system, it has to be known that world nowadays is

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rapidly evolves. There are tons of new ways of marketing that can be of use for the management

to bring profits for the company. By coping with latest trends which is by using social network to

promote the homestay, the management will be of help in booming company's profit.

In short, there is no difference between administration and management. As a manager in

an establishment, he is concerned with both administrative and management functions. However,

the manager who is the higher up in the hierarchy focuses more on administrative function and

the subordinate or lower level staff denote more time on directing and controlling worker's

performance. Provided below the graph to show the degree of administration and management

performed by different level of management.

Figure 1

1.2 PROBLEM STATEMENT

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All this time this homestay kept all their customer's data and all others data in manual, in

filing systems which is unorganized and not safe. Database is vital for the company thus it has to

have backup and cannot only relying on one database system. The old and conventional filing

system database can still be in use but it can be improve by adding online database as a backup.

Technology nowadays is rapidly changing, ten years ago radio station and newspaper

advertisement are still the major player in advertising products of a company and it require lots

of money to advertise short ads. However, in this era social network such as Facebook,

Instagram and Twitter has overtaken the role of major player in advertising products and it only

requires small amount of money. Thus, it is such a waste if this oppurtunity is not being use by

the company.

1.3 OBJECTIVE OF THE STUDY

To overcome the problems in the old style management system (database).

Ensure the company learn the reality of changes in business according to current trend.

To ensure the system use by the company is always up to date.

Make sure that the company always have a backup database (online).

Ensure that the company make use of social network in advertising the homestay.

To improve the already well establish marketing programme.

To suggest new ways of marketing for the benefits of the company.

1.4 LIMITATION OF STUDY

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This study will only focus on the management system of WNS homestay. This study had

some limitations due to the fact the trainee is only doing an internship program here at this

company thus the trainee cannot go in depth but still will explain briefly on the improvement that

can be made in WNS Homestay management and administration system. However, there are few

constraints or obstacles that the trainee had to face in order to perform this study.

I. Time Constraint

The most major factor that become an obstacle to the trainee is time constraint. Due to

the limitation of time the trainee is unable to go through thoroughly all the problems faced y the

company in management and administration context. The trainee also only able to do some

minor changes in the management system of this company as the fact that the trainee is only

doing an internship.

II. Data Acquisition

Due to the old style filing system, it is hard for the trainee to acquire the data of the

previous customers, financial reports and many other things in order for the trainee to help the

company creating a backup database online.

CHAPTER 2

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LITERATURE REVIEW

Marketing managers are facing difficulties and challenges as they come to terms with the

sometimes bewildering pace of change and the phenomenal growth of the global market in which

they operate. Among others deregulation, reduction of tariffs, internet usage, competition,

technological advances, and the need to monitor costs are just a few.

Competition in many industry sectors is fierce as organizations seek ways to become

more efficient and effective in their marketing operations. While some businesses are barely

surviving others are thriving and if there is a short cut to success, few businesses have found it.

Successful companies win over their competitors by constant hard work, and striving to make

continuous improvements a way of life.

To achieve this end, the organization needs to gather input from all sources. While the

core principle of marketing is to focus on the ‘external customer’, the ‘internal customer’ can

also provide important input for the organization’s success. The stated intention of internal

marketing is that employees will become more involved, committed and enthusiastic Mudie

(2003).

According to Du Plessis, Marx and Wilson (2008) opinion that marketing managers are

to provide suggestions or ideas that will be directed to improving the performance of their

company’s practices as well as through means by which their external customers are satisfied.

Employees should then be recognized for those suggestions that management feel will be useful

to the organization.

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Gupta (2008) Said that the significance of listening to employees for better leadership by

management personnel. Simple conversation about marketing initiatives or soliciting feedback

from front line employees as to customer responses will help to create a culture where employees

feel a sense of belonging to the organization

Darragh-Jeromos, (2005) found that larger organizations can submit suggestions on a

sales-team basis rather than individually. Teams can be both informal who come together to

merely work on an idea, or a more formally chartered group using a structured problem-solving

process over a longer period.

According to Womack et al (2007), "Kaizen Teian is a Japanese term for a suggestion

system in which employees are motivated to come up with small ideas and implement the ideas

themselves rather than presenting ideas for someone else to analyses and execute".

According to the Japan Human Relations Association (JHRA), the origin would be a

small box placed at the entrance of the Edo Castle in 1721 for people to drop written suggestions,

requests and complaints. This box would be a remote ancestor of the modern systems based on

suggestion boxes. The practice of asking employees’ suggestions, according to JHRA (1992)

uses the word teian (proposal) to call the suggestion system according to this approach. The

system objective is to render an atmosphere favorable to the participation of all employees in

day-to-day problem solution towards continuous improvement (kaizen), forming then the

expression teian kaizen. The more people participate the more will be the gradual accumulation

of small knowledge steps that is the kaizen philosophy.

Suggestion system of the most classics in which is the suggestion box, are put to use to capture

the ideas from the employees minds. The following steps, capitalization, involves the transfer of

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these ideas into innovations. These can be product, services, process or organizational

innovations. From the perspectives of knowledge development and diffusion in the firm,

suggestion system aim at capturing good ideas, the first part of the “knowledge-brokering cycle”

(Hardagon and Sutton, 2000)

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CHAPTER 3

METHODOLOGY

Methodology is the way to gathered information related to the study. They are several

ways the trainee obtain the information as concluded below.

3.1 RESEARCH METHOD

Informal Interview

Due to limitation of time, the trainee decided to use this method to gather all the data and

information. This type of interview is more relaxing and do not take so much time between the

trainee as the interviewer and the interviewee. The interview is done with Mr. Wan Harun, the

manager of WNS Homestay as he is the one responsible in administration and management of

this company.

Questionnaire

As a trainee who is involve directly with the management and administration of this

homestay, the trainee decided to use this opportunity to observe the working environment of this

company and gives the customer a questionnaire upon their check out of the homestay. It is done

to collect data regarding customer's feedback on the homestay.

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3.2 DATA SOURCE

Data - Burns and Bush (2003) stated secondary data represent any data that have already

been collected by someone else for purpose other than the problem at hand. In this study,

secondary data consists of concept, definitions, evolution of green marketing, facts, reports and

opinions from the previous research that have been conducted.

There are many channels that we can use to find data such as feedback records, the

suggestion box system, article, magazine, internet and journals. Compared to the interview and

observation deem to be more quickly and inexpensively in the obtaining process. However, the

data can be only used to support the researcher in making conclusion and provide insight

knowledge about this study.

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CHAPTER 4

FINDINGS

4.0 INTRODUCTION

The chapter is analyzing the primary or secondary data that have been collected from the

resources. It is called data analysis and interpretation. As the result, it shows the achievement of

the findings.

This chapter will highlight the finding and observation of the data that has been gathered

for administration and management system.

4.1 FINDINGS

Introduction

This chapter is to present the result of all the information gathered from observation and

informal interview based on the administration and management system of this company from all

aspects such as accommodation and event management. The purpose of this study is to examine

the deficiency and make improvement in the administration and management systems of WNS

Homestay.

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Findings

Based on my research, I noticed that this company used an old system of family business.

All the decision making is the responsible on the manager of this company that is Mr. Wan

Harun. It is practical for a small family business but as the vision of the company is to be the

leading company on this field and to open branches all over the country, it is not practical and

can create a major deficiency in administration and management of the company. As for now,

there are WNS Homestay and WNS Futsal and upcoming another homestay bearing the name of

this company, the manager unable to monitor all the management and maintenance of all the

establishment at the same time.

In addition, there is no board meeting or staff meeting done by this company ever. THere

should be a weekly or monthly meetings in order for the upper level to know the problems face y

the staff in the lower levels. Without such meetings, it is hard for the company to make any

improvement as there is no platform for the staff to gather and suggest improvement and

brainstorm for new ideas.

Another issue that can be notice from the observation is that this company do not have

any backup database in the cloud storage (Google Drive or Dropbox) or online. This make it

hard for the management to refer to old customers data or orders and also ake it hard to retrieve

information of old deals with the caterers and PA systems suppliers.

As for addition, I observe that this company is lacking of marketing. There are no effort

taken in term of marketing for this homestay. This company is only depends on mouth to mouth

of the previous customers to promote this establishment. This company also do not take the

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advantage of using today's social medias such as Facebook and Instagram as a medium to

promote their homestay and promote the offers done by the company.

Another thing that can be notice is that there is no inventory checklist of things kept in

the homestay's storeroom. In addition, the maintenance of things such as tables and chairs after

events are not done properly. Thus this will create a bad image for the company if customers

comes seeing lots of tables and chairs in front of the homestay.

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CHAPTER 5

RECOMMENDATION AND CONLUSION

5.0 RECOMMENDATION

Based on the findings of this research study, the following suggestions are recommended

in order to help improving the current situation at WNS Homestay.

1. Create online database

As mention before, this company uses an old method to kept their data which is by filing

system. This method is not convenience because it is hard to go through and not safe if there is to

happen things such as flood or anything else. Thus, by creating a cloud storage accounts such as

Google Drive or Dropbox will ensure its safety. Plus, the staff or manager can easily go through

all the documents wherever they go as this platform can be opened using smartphones. The data

can be keep online by scanning all the forms filled by the customers and all the receipt issued to

customers or suppliers.

2. Setup monthly staff meetings

Without a meetings the upper level such as manager and operating managers do not know

the problems face by the staff in lower level and they do not have a platform to present their

ideas for the benefits of the company and the management individuals also can do a post mortem

of the company during meetings. As I suggested it to the manager, a meeting had been made.

From the meetings lots of ideas comes out from the staff in order to improve the homestay and to

increase customer's satisfaction. Besides, this meetings also can be a stepping stone for the

company to transform from family business style to corporate style. Example of ideas that been

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suggested are to create a uniform for all the staff so that during event the customer can easily

noticed which one is the staff of the homestay. Another thing is to provide walkie talkie for all

the staff involved with organizing the events. By providing this tool of communication it will

increase the efficiency rate as the staff do not have to run around the homestay to relay

information or give command. Asking a deposit from the customer for each time they check in

also has been suggested. It can be use by the company as insurance if there are things stolen from

the room.

3. Marketing

This company is lacking in term of promoting the homestay. Thus, I suggested that the

company take the advantage of using social medias such as Facebook and Instagram to promote

this homestay and the package that they offers. It is because most of the people nowadays have at

least one social medias account thus it will surely help to promote this homestay. I also

suggested the company to create a new banner to promote the company and produce lots of

flyers to give around. I personally go and put the flyers at people cars and motorcycles at the

"Bazar Ramadhan" near the homestay. Next, I suggested the management to use their previous

customers data to call or SMS them and promote them with the latest offers provided by the

homestay. I also suggested this company to use local radio station to make an advertisement to

promote this homestay to the listeners of the local radio station.

4. Facility Maintenance

There is a new storeroom that been build to keep all the things to be used by the

homestay during events. But, there are no inventory checklist prepared by the management. So, I

suggested that an inventory checklist being made by the management in order to facilitate the

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things used or kept in the storeroom. By having an inventory checklist, the staff can notice if

there are things missing or being used only by looking at the inventory sheet. I also suggested

that all the tables and chairs being arranged at the side or at the back of the homestay. This is to

get a better impression from the customers when they come to the homestay.

5.2 CONCLUSION

Based on the findings, it can e concluded that there are lots of things that need to e improved in

administration and management system of WNS Homestay. Administration and management is a

vital factors for the company to keep in business. If there are problems in administration and

management system of an establishment it will affect the company and they may have to suffer

some losses.

Impact to myself

Lesson learnt and experience gained

There are lots of lessons and experience gained throughout this internship programme and it is

almost impossible to list them all. In the university, students focused on subjects and try to get

their best results in order to try to achieve a perfect score, but the exposure to the learning is very

little. What they did is 90% memorizing and basically have no clues what the theories are for.

I also had learn that there a lot more things to be learn rather than in the classroom. This is due to

the fact that everything in work has only one objective, to incorporate all the resources available

to make the best interpretation. However in the classroom, subjects are separated even though

they are related. The student still misses to see that. This is the thing that university to need

improve on, diversification of subjects. Relate them together as you can see a clearer picture.

Business values, ethics and management skills

One of the main objective of this internship program is to expose the students to the real working

environment so that they can relate theoretical knowledge with application in the industry

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