Klana Resort Seremban

1. EXECUTIVE SUMMARY

Service marketing is defined as the integrated system of business activities designed to plan, price, promote and distribute appropriate services for the benefit of existing and potential consumers to achieve organisational objectives. The perception of services marketing focuses on selling the services in the best interest of the customers. It is a systematic and coordinated effort of a service organisation to expand its market by delivering the best possible services. We have choose Klana Resort Seremban, a four-star rank hotel as the task. Klana Resort Seremban is offering the informal quarters in a casual resort dining and a lagoon-style pool, plus a team building course that have been the attraction for people to experience a resort in the city.

OVERVIEW

Klana Resort Seremban had their own strength, weakness, opportunity and threat to keep their position in giving the hospitality and services to the customer. Klana Resort Seremban have been renovated a several times and upgrading their services times to times for a better satisfaction for customer. As a survey, we had observe that Klana Resort Seremban need a few additional services to complete their customer needs.

• Baby Day Care Centre
• Local Cuisine Restaurant
• Outdoor Barbeque

With the addition of recommendations that we recommend very well for the Klana Resort Seremban. We could promise that in the future, this hotel may have the opportunity to rank five stars. What we hope is that, this Klana Resort Seremban is progressing and able to compete with other external hotels that are far more good and quality in terms of service and quality offered.

1. INTRODUCTION

Service can be defined as a set of processes for identifying or creating, communicating and delivering value to customer and for managing customer relationship in a way that benefit an organisation and stakeholders. Put in the simplest terms, services are deeds, processes and performances provided, coproduced or created by one entity or person for and/or with another entity or person. Services include all economic activities whose output is not a physical product or construction, is generally consumed at the time it is produced, and provides added value in forms. Service is the action of doing something for someone or something. It is largely intangible as it is not material. A service tends to be an experience that is consumed at the point where it is purchased, and cannot be owned since is quickly perishes. Meanwhile, marketing is the action or business of promoting and selling products or services, including market research and advertising.

Service marketing is defined as the integrated system of business activities designed to plan, price, promote and distribute appropriate services for the benefit of existing and potential consumers to achieve organisational objectives. The perception of services marketing focuses on selling the services in the best interest of the customers. It is a systematic and coordinated effort of a service organisation to expand its market by delivering the best possible services.

This task have been given to search on a four and five star rank hotel. Our group had present Klana Resort Seremban that located in Seremban, Negeri Sembilan. This is because of the hotel has their own uniqueness to attract the tourist to stay and experience the resort in the city. As we know that resort were provided with the private beach view or a seaside scenery. As the Klana Resort Seremban were offering is the resort in the city. Without any beach or a seaside but they had replaced with the leadership training programmes with professional and dedicated in-house facilitators would make those tourist fall in for the first side.

Services that Klana Resort Seremban have provided was at the most excellence rate. Klana Resort Seremban have upgrade their services by time to make sure that they have the best performance given to the guest. This is the first ever hotel that offering the different from the others. This is because normally people would go to the hotel to have their vacation or a corporate company would have their annual dinner by the hotel. Klana Resort Seremban had offering the leadership training programmed to the corporate or non-corporate guest.

1. BACKGROUND HOTEL

1. LOCATION OF HOTEL

Klana Resort Seremban was built on 1993. It is owned by Negeri Sembilan state government. For the last 15 years, Klana Resort Seremban is known as Allson Klana Resort, but in 2005 the resort has been renovated and under new management to date. The new owners of the resort had decided to drop the Allson brand from its name, it has promised to continue delivering uncompromised hospitality and services.         Located just 45 minutes from Kuala Lumpur and within easy reach from Malacca and Singapore, the hotel is an ideal location for meetings and conferences. Klana Resort Seremban is also a well-established team building destination, offering leadership training programmes with professional and dedicated in-house facilitators. The resort offered the perfect combination for both business and pleasure at one with nature. With 228 tastefully appointed and spacious rooms and suites including 49 garden-wing family rooms with private balconies and amenities overlooking a lush backdrop of the spectacular 24 - acre treasure trove of tropical greenery. Klana Resort Seremban is offering the informal quarters in a casual resort dining and a lagoon-style pool, plus a team building course that have been the attraction for people to experience a resort in the city.

3.2 FACILITIES AVAILABLE

1. CASCADE LOUNGE

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Cascade Lounge is right at the lobby Klana Resort Seremban. This lounge have completed with a drink bar and a stage with piano. Relaxing atmosphere are surrounding the lounge. The guest could have the meeting over drink in the morning or evening. The lounge is also completed with the view of the lagoon-style pool and the tropical green scenery to help them relax their mind by seeing the nature.

1. SELERA NEGERI COFFEE HOUSE

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Selera Negeri Coffee House is serving the International and Asian cuisine for guests to enjoying their breakfast and lunch. This coffee house are divided by two section, indoor and outdoor. The guests could choose either to have their meal by enjoying the nature and fresh air at the balcony or staying indoor with cosy environment. This coffee house can accommodate more than 100 persons in one time.