BACHELOR OF BUSINESS (HONS) IN INTERNATIONAL BUSINESS

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BBB3346 / BBB2153 / BBB3342. INTERNSHIP

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Title : Industrial Training

Submission Date : 21 April 2017

Academic Supervisor : Ms. Raja Norhasmah Raja Soh

Name: Adegbenro Isaac Adegbite

Student ID#:110042840

Term: 2016/2017

THE PROJECT REPORT IS PREPARED FOR FACULTY OF BUSINESS MANAGEMENT &

GLOBALIZATION LIMKOKWING UNIVERSITY OF CREATIVE TECHNOLOGY IN PARTIAL
FULFILMENT
FOR
BACHELOR OF BUSINESS (HONS) IN INTERNATIONAL BUSINESS
FACULTY OF BUSINESS MANAGEMENT & GLOBALIZATION
LIMKOKWING UNIVERSITY OF CREATIVE TECHNOLOGY
APRIL 2017

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 CHAPTER 1: THE ORGANIZATION

1.0 COMPANY PROFILE

1.0.1 COMPANY BACKGROUND

Zamar Travel & Tours Sdn.Bhd is a registered ‘Bumiputera’ company and managed by a few

people that has experienced in the field of travelling. Zamar Travel & Tours started operating

since 10 August 2012.

Zamar Travel & Tours Sdn.Bhd began operating at the area of Ampang, Selangor. Located at

the main city of Kuala Lumpur near with some recreation places which is now become the

main attraction by the citizen.

Even though there is a few more travel agency operating near the region but they believed

that with the good planning and right marketing strategy can attract customers to get their

interesting tour packages either domestic or overseas from Zamar Travel & Tour Sdn. Bhd.

With the right location, completed infrastructure, good public facilities and excellent services,

they believed it is appropriate to start the travelling agency business at this area of Ampang,

Selangor. Operation time was on Monday to Friday from 9.00 am to 6.00 and on Saturday

from 9.00 am to 1.00 pm.

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1.0.2 SERVICES

 Domestic Travel
 Overseas Travel
 Airline Tickets Booking
 Hotel Reservations
 Car & Bus/Van Rental Reservation
 Umrah & Haji
 Visa Arrangement
 Travel Insurance
 Event Management
 MICE

1.0.3 OBJECTIVES, MISSION, VISIONS AND MOTO

OBJECTIVES

 Making the travelling activity become one of the main activities for every citizen of

Malaysia.
 Make Malaysia become the hub for the fans of scuba driving to get the license

activities for scuba driving through PADI, NAVI, SSI because of the affordable price

compared to the other country in the world.

 Promoting the islands in Malaysia which is rich with beautiful coral and underwater

creatures.
 Give pleasure to our dear customers by providing excellent services.

MISSION

 Become one a successful Bumiputera company in the travelling sector.

 Producing an excellent and affordable product and services in the market.

VISIONS

 Become one of the companies that are able to give fully commitment to our

customers and become one of the travelling agencies that are reliable and be

respected globally.

MOTO

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  “Travel With Passion, Fly With Dream”

1.0.4 LICENSES AND CERTIFICATES (Refer Appendix 6.1)

 Ministry Of Tourism Malaysia

I. Tourism Business In The Country
II. Tour Operating Business Abroad
III. Business Travel Agency
 MATTA
 Bumitra Malaysia
 Ministry of Finance Malaysia (MOF)
 Bumiputera Certificate

1.0.5 CONTACT NUMBER

 Tel: 03-42707705/2705
 Hotline:
I. 013-2742286
II. 012-3742286
III. 019-7722286
 Email:
I. info@zamartravel.com.my
II. tour@zamartravel.com.my
III. tour1@zamartravel.com.my

1.1 COMPANY LOCATION

Zamar Travel & Tours Sdn Bhd commenced operations in Ampang, Selangor. Located in

outskirts of Kuala Lumpur, close to several recreational and focus of the city's residents in a

weekend.

Although there are several travel agencies operating in this area but we are confident that

with good planning and the right strategy to be able to market their tourism products and

services, especially among local and foreign tourists.

With a convenient location, complete infrastructure, good public facilities and the excellent

service we felt it was appropriate to start a business travel agency in Ampang, Selangor.

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 No 29D, Jalan Wawasan Ampang 2/3, Bandar Baru Ampang 68000 Ampang, Selangor

1.2 OFFICE LAYOUT

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1.3 ORGANIZATION CHART

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1.5 DETAILS OF INDUSTRIAL SUPERVISOR

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Zamar Travel & Travel was a travel agency who managed by a man, who named Muhamad

Shahrulezam Bin Hasan, 36 years old and birth on 4th June 1980 at Perak Darul Ridzuan.

He have being the managing director of the Zamar Travel & Tours for 5 years since Zamar

Travel & Tours opened on 10th August 2011 with the 9 staff at the first of operation.

Mr. Shahrulezam has more than 10 years of professional experience in travel agency sector.

He has worked as a tour executive at 6 travel agency before him making the decision to

open his own travel agency, Zamar Travel & Tours. List of travel agency that he has worked

is Lintas Travel, Triways Travel, Dimawardah Travel and RV Travel. He also has a good

knowledge of the Income Tax Act 1967, Income Tax Public Rulings, Promotion of Investment

Act 1986, Real Property Gains Tax Act 1976, related Acts in indirect taxes, and provisions of

the various double taxation agreements.

Because of the deepest interest of travel agency sector and existing experience that he

have, he decide to open his own travel agency. Because of Mr. Shahrulezam and other

staffs hard work, now Zamar Travel & Tours increasingly recognized by others people out

there and still survive until now.

CHAPTER 2: THE INTERSHIP POSITION

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 2.0 POSITIONS

2.0.1 Tour Operator

My first position is Tour Operator. Tour operators are responsible for organizing and

preparing holiday tours. They follow trends in the popularity of destinations and packages,

and adjust company plans accordingly.

Responsibilities of the job vary according to the time of year and size of employer, but

generally include:

 deciding how many holidays to sell each season and the resorts/countries to use

 visiting resorts to ascertain accommodation quality and suitability

 liaising with coach operators, airlines, hoteliers and resort reps

 agreeing service levels, contracts and costs

 confirming customer names with airlines/hotels

 collecting, evaluating and responding (as appropriate) to customer feedback

 using market research information to guide decisions

 producing brochures and internet-based information

 providing pricing information

 marketing holidays to clients via travel agents, websites, brochures and television

advertising

 handling bookings, invoicing and issuing of tickets

 predicting profits or number of bookings.

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2.0.2 Telephone Operator

My second position during my intership period is Telephone Operator. Telephone operator

needs to speaks clearly, distinctly, and with a friendly, courteous tone. Uses listening skills to

put callers at ease and obtains accurate, complete information. Answers incoming calls and

directs them to respective department through the telephone console or to travel agent

personnel or departments.

Takes and distributes messages for customers, provides information on customersservices,

and answers inquires about current promotion activities

TELEPHONE OPERATOR DUTIES AND RESPONSIBILITIES:

1. Answers incoming calls.

2. Directs call staff, or departments through the switchboard or PBX system.

3. Places outgoing calls.

4. Receives customers messages.

5. Provides information about travel agent service to customers.

6. Knows what action to take when an emergency call is required.

7. Assists in reporting telephone equipment or service complaints and problems.

8. Following telephone etiquette

9. Trains or assists wit training new telephone operators in performance of job duties.

10. Multitasking abilities will always come in handy, because a switchboard operator

may be asked to do other jobs as well.

11. Must be polite and courteous while answering the phone.

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 12. Keep records of calls placed and received by all departments and recording the call

charges.

2.0.3 Human Resource Assistance

My third position is Human Resources Assistant.Human Resources assistant purposely to

supports human resources processes by administering tests; scheduling appointments;

conducting orientation; maintaining records and information.

The responsibilities of Human Resource Assistanst as follow :

1. Substantiates applicants' skills by administering and scoring tests.

2. Schedules examinations by coordinating appointments.

3. Welcomes new employees to the organization by conducting orientation.

4. Provides payroll information by collecting time and attendance records.

5. Submits employee data reports by assembling, preparing, and analyzing data.

6. Maintains employee information by entering and updating employment and status-

change data.

7. Provides secretarial support by entering, formatting, and printing information;

organizing work; answering the telephone; relaying messages; maintaining

equipment and supplies.

8. Maintains employee confidence and protects operations by keeping human resource

information confidential.

9. Maintains quality service by following organization standards.

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 10. Maintains technical knowledge by attending educational workshops; reviewing

publications.

11. Contributes to team effort by accomplishing related results as needed

2.1 TASK AND RESPONSIBILITIES

2.1.0 EMAIL CHECKING AND UPDATING

 Before start any work, every workers has to check their email inbox.
 Encourage to email the promotional materials to new prospect customer (minimum 5

customers). Find 5 prospect customers from the internet and email them with ‘Let's

Plan A Special Trip with Zamar Travel & Tours Sdn Bhd’

EMAIL FORMAT

TO: customer email

CC: info@zamartravel.com.my, shah@zamartravel.com.my

Subject: Let's Plan A Special Trip with Zamar Travel & Tours Sdn Bhd

Attached File: TOURISM MALAYSIA, BUMITRA, Kementerian Kewangan

Malaysia, MATTA, Profile Syarikat (image)

Example:

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2.1.1 ANSWER PHONE CALL

 Answering phone calls by three time ringing.

 When answering the phone the phone call, always started the conversation as

follows :-

*Good Morning / Good Afternoon / Good Evening..Zamar Travel....

*My name is Isaac, how may I assist you?
*May I get your details sir / miss?

- name , phone number , email

2.1.2. CUSTOMER INQUIRY

The following form is used for customer inquiry or request. The purpose of this form is to

make person in charge easy to follow up and take action when they are not around. This is

useful to recall or recheck the previous customer inquiry and request.

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  After received all the completed information as above, it shall be noted in the ZTT

Customer Request for the company references.

 Shall send the quotation to the customer at least within the 24 hours. If the quotation

is not been prepared yet, the customer should be called and explained early.
 After 3 days, it should be Follow-Up with customer that has been asked about the

package in order to get the feedback from them.

2.1.3 CUSTOMER PAYMENT

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  After customer confirmed about their package, they should pay 50% from the

package price as deposit.

 All booking that has been received should be on the writing format (email/fax). Make

sure the customer showed the payment proof to Zamar Travel Tours.
 Ensure customer pay 50% down payment from the package price and the full

payment should be done a month before the customer departure.

 Do not proceed the booking without any written confirmation and without any proof

of the payment from the customer (FOR THE BOOKING LESS THAN 7 DAYS)
 Make sure the receipt that have been showed by the customer, should been kept

and photocopied as our references.

2.1.4 BUS BOOKIING AND QUOTATION

2.1.4.1TYPES OF BUS AND BUS KIND OF USES

TYPES OF BUS PURPOSE OF BUSES

COASTER COACH – 25 Seater IN OUT USE

VIP COACH– 30 Seater EVERYDAY USE

NORMAL COACH – 44 Seater ONE DAY TOUR

VAN – 11 Seater

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2.1.4.2 STEP ON HOW TO MAKE BUS QUOTATION

STEP 1: Get all the important customer information from the customer request form. Write

the ZTT number in the ZTT Book and also in the customer request form.

STEP 2: Prepare quotation based on customer request and preferences. Get the Request

Quotation from in folder Rate Transportation folder

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 Complete the quote information bus (REQUEST QUOTATION BAS), copy paste & email to

those 3 bus companies.

i) Ken Hin Travel (info@khtravel.biz )

ii) Zeala Travel (zealatravel@gmail.com)

iii) Akasia Travel (akasiacarrental@gmail.com )

EMAIL FORMAT

To: (bus agent email)

CC: info@zamartravel.com.my, shah@zamartravel.com.my

Subject: REQUEST QUOTATION FOR TRANSPORTATION (ZTT)

**Once email, and there is no responses from those 3 bus companies within 2-3 hours,

should call them and asked for quotation**

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STEP 3: When already get the quotation from the 3 bus companies, pick one with lowest

price among them. Example of quotation that have been received:

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Calculation of the price:

FORMAT: (Agent Quotation) + RM 300.00 (Company Mark Up) + RM 18.00 (GST 6%)

Example: RM 3922.00 + RM 300.00 + RM 18.00

= RM 4240.00/Per Coach

Step 4: Edit the quotation from the Rate Transportation folder, then save and save As PDF

at the Folder Send Quotation.

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  Open email and copy paste SEND QUOTATION that has been edited. Next, attach
the PDF quotation file that has been done with the bus picture from bus agent at

Folder Rate Transportation booked and send to the customer.

STEP 5: After 3 days, do a Follow Up with the customer. Once customer confirms:

 Email confirm & booking to bus agent

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 Make invoice, then save as PDF.

 Send email with the invoice, exemption letter, bus details customer, agreement letter

attachment to the customer. Customer need to fill all of the form and send back to us.

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STEP 6: Email exemption letter from customer to bus agent.

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STEP 7: Email the customer’s agreement letter to the agent.

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STEP 8: Email to bus agent for bus and driver details.

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2.1.4.3 REQUEST OF CONTRACT RATE

Request contract rate is a first step in order to obtain an agent price from the supplier

(hotel/island/resort/theme Park/ etc.) That means, contract rate for the agent price will be

used by Zamar Travel & Tours on prepare the package and then it will be sold to the

customers. Zamar Travel & Tours will mark-up the price from the publish rate supplier as the

company profit.

Step on how to request contract rate from the hotel/island/resort/theme Park/ etc.:

STEP 1: Find the hotel/island/resort/theme Park/ etc. from the internet. Go to their website

and see ‘contact us’. Copy they email address to request contract rate.

STEP 2: Send email request contract rate to hotel/island/resort/theme Park/ etc. along with

the MATTA, BUMITRA, Tourism Malaysia certificate and the request contract rate document.

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STEP 3: Example of Contract Rate from Terrapuri Heritage

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STEP 4: Place a signature, company stamp and fax again to the hotel/island/resort/theme

Park/ etc.

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STEP 5: Check the validity date, commission and GST. If do not understand or not sure with

all those information on the contract rate, call them for a confirmation.

2.1.4.4 STEPS TO CREATE HONEYMOON PACKAGE

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STEP 1: For domestic honeymoon package we will mark up RM 100.00/couple from the

price that they have been given. For international honeymoon package, convert the price to

MYR markup RM 300.00/couple from the price they have been given.

STEP 2: Go to Honeymoon Package folder, click any of package, save as (name of

hotel/package) and copy paste the new package that we received from hotel/agent with the

price that have been markup.

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STEP 3: Make sure of validity, package include/exclude and peak season.

STEP 4: Create a honeymoon package index.

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STEP 5: Create an advertising using Microsoft Publisher and promote at Zamar Travel &

tours face book.

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2.1.4.5 STEPS ON HOW TO MAKE A GROUND ARRAGEMENT

DOMESTIC/INTERNATIONAL PACKAGE

STEP 1: For domestic package we will mark up RM 150.00/person from the price that they

have been given. For international package, convert the price to MYR markup RM

150.00/person from the price they have been given.

STEP 2: Go to Domestic/International Package folder, click any of package, save as (name

of hotel/package) and copy paste the new package that we received from hotel/agent with

the price that have been markup.

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STEP 3: Make sure of validity, package include/exclude and peak season.

STEP 4: Create a ground arrangement package index.

STEP 5: Create an advertising using Microsoft Publisher and promote at Zamar Travel &

tour’s face book.

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2.1.4.6 HOW TO CREATE A FULLBOARD PACKAGE

STEP 1: Searching flight ticket, baggage prices at Air Asia and Malaysia Airlines for the

destination based on customer request.

STEP 2: Prepare a coasting.

Example:

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STEP 3: Create a full board package and email to customer.

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4.6 STEPS ON HOW TO CREATE ADVERTISING

STEP 1: Searching background picture at internet

STEP 2: Using Microsoft publisher, place the background picture and the info of the

package.

STEP 3: Save as JPEG File Interchange Format.

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STEP 4: Promote at Zamar Travel & Tours‘s face book.

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CHAPTER 3: DIFFICULTIES AND PROBLEMS

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3.0 LACK OF FACILITIES AND EQUIPMENT TO WORK

I faced some difficulties in doing my work especially when I joined Human Resource

department. The computer provided is limited and the condition is not good. I need to share

the computer with my senior staff since there only one computer in Human Resource

department. There is a certain time, the computer has a breakdown. To turn computer back

to normal, we need to press the keyboard "ctrl + alt + delete" .This situation make my work

delay and sometimes I lost the entire document. Apart from that, Photostat machine also

experienced some problems such as paper jam and ink spilled on the paper. Staffs need to

make a report and complaint to technician staff to fix the machine. Its take 3 to 4 days to get

in normal condition. As a result, the qualities of work become decreased since the staffs

depend so much on Photostat machine for documentation process and forms. In addition, I

faced some difficulties when I joined the front desk section which is being a telephone

operator. The telephone provided is not in good condition. The conversation with customers

was interrupted by unnecessary sound produced by telephone. A lot of complaint has been

making, but there is no action taken by the management.

3.1 THE PROFESSIONAL AND ETHICAL ISSUES

Unethical issues is one of the difficulties during my internship .There are a few of staffs in the

company is take advantage on internship students availability. Some of staff forced me to

complete the task that is not relevant and beyond my expertise. This is making me stress

and feel not comfortable with the working environment. The reason why this issue arises is

because of the manager not always around and lack of monitoring from them. The staff feels

very freedom during work time.

3.2 COMMUNICATION RPOBLEMS

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Majority of the staff is local people and they converse in Malay language among each other.

This situation makes me fell weird and isolate because I’m not understand what they talk

about. The problem also arises when I deal with local customer who can’t speak English

well. This is challenge for me, since I needs to use additional material during communication

process and the service takes a long time. As an alternative, I learn some Malay words in

order to make myself easier to deal with local customer.

CHAPTER FOUR: WORK ENVIRONMENT

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 Work environment is the location where a task is completed. When pertaining to a place of

employment, the work environment involves the physical geographical location as well as

the immediate surroundings of the workplace, such as a construction site or office building.

The example of positive working environment as follow:

1) Give and Take

Such two-way open communication will eventually break down the hurdles present in

hierarchical or bureaucratic organizations. At the end of it all, it promotes trust in day-to-day

interactions between co-workers, as well as between subordinates and

supervisors.Everyone becomes more united with the organization’s mission in their mind.

There is mutual respect among all employees, regardless of their official statuses.

2) The Constant Juggle

When employees fulfill their various needs and goals in life, such as those of family, friends,

spiritual pursuits, self-growth, etc, they can then feel more confident about themselves and

perform their best at work. Apart from that, employees that are exposed to more experiences

in life outside of work can use what they’ve gained and apply that to their work.

3) A Nod from the Top

‘Good’ employees or workers are often defined as those who put in loads of effort and

sacrificed their personal.Zamar Travel and Tours provide positive working environemnt to

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me. The environment helps and encourage me to learn and work better. The working

environment consist of :

 Collegue relationship

Zamar Travel and Tours has 30 staff including trainees . Most of them is Malay and

Chinese .The bond and realtionship among them is very good and close. They are

willing to help and support each others during working hour. This positive vibes

encourage me to give my best and take all the assingment given as a challenges .

Most of senior staff assist me very well and guide me during working hour. As a result

, i able to handle ticketing system within 3 days learning .

 Facilities and equipment

Facilites and equipment enhance work performance. Zamar Travel and Tour unable

to provide good facilities and equipment to their staff and customers. As i mention in

difficulties scetion , i had a lot of problem during working hour since the equipment

not in good condition . The management should look this matter seriously and

upgrade their faciliteies and equipment .

 Procedure and system

A standard operating procedure, or SOP, is a set of step-by-step instructions

compiled by an organization to help workers carry out routine operations. SOPs aim

to achieve efficiency, quality output and uniformity of performance, while reducing

miscommunication and failure to comply with industry regulations. In Zamar Travel

and Tour , the SOP is clearly stated and well elobrated to their staff including trainees

. To avoid and minimize mistakes , all staffs compulsory to follow the instruction in

SOP given to them . This can avoid customer’s complaint and minimize their

mistake .

 Motivational factor

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 Motivation is an employee's intrinsic enthusiasm about and drive to accomplish

activities related to work. Motivation is that internal drive that causes an individual to

decide to take action. An individual's motivation is influenced by biological,

intellectual, social and emotional factors. The management very encourage and

motivate their staff to perform better . One of the way is offer extra payment for

overtime job and allowance. Besides that , The manager also always give motivation

and consultation to their staff regularly .

 Management

Support from managemet very vital in organization . Support is not only by monetary

element but non – monetory as well. By providing a good and safe working place ,

advisory and guidance , rules and regulations,compensation etc can motivate staff to

perform better .Zamar Travel and Tour’s management very concern and particular in

this matters.

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 CHAPTER 5: EVALUATION

6.0 APPENDIX

Appendix 6.0

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 Licenses and Certificates

Appendix 6.1

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 Domestic Ground Arrangement Package

International Ground Arrangement Package.

Appendix 6.2

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 Domestic Package advertising using Microsoft

Publisher

Appendix 6.3

Domestic Honeymoon Package.

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 International Honeymoon Package.

Appendix 6.4

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Index Domestic Package

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 Index Domestic Honeymoon Package.

Index International Honeymoon Package

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Appendix 6.5

Payment Check from IJN Foundation, Kuala Lumpur.

Appendix 6.6

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Appendix 6.7

Hotel Booking Price.

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Appendix 6.8

Create Design Of Flyers For MATTA Fair 2017.

Appendix 6.9

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 Zamar Travel & Tours at MATTA Fair 2017.

Appendix 6.10

Make A Booking To Hotel/Resort By Fax The

Transmission.

Appendix 6.11

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 Example of Payment Receipt to Customer.

Appendix 6.12

Appendix 6.13

Customer Tour Voucher.

Appendix 6.14

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Agreement Letter for Installment Payment Package to Padang Bukit Tinggi.

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