FACULTY OF BUSINESS AND MANAGEMENT CAMPUS REMBAU

DIPLOMA OF BUSINESS STUDIES

GROUP ASSIGNMENT 1

COURSE CODE: CUSTOMER SERVICE IN BUSINES (MKT 243)

PREPARED BY:
NO. GROUP NAME STUDENT NO.
1 Ahmad Syaheer bin Sheikh Salim 2023846008
2 Nur’Ain Balqis Binti Mohd Asmadi 2023825726
3 Nur Amirah Izzati binti Zairul Norimy 2023803932
4 Nur Aisyah Syahmina Binti Muhadir 2023489924
5 Muhammad Haiqal Bin Khir Salleh 2023879504

PREPARED TO:

MADAM FARAH NADIA BINTI BAHARUDDIN

SUBMISSION DATE: WEEK 5

TABLE OF CONTENTS

ACKNOWLEDGEMENT…………………………………………………….3

INTRODUCTION…………………………………………………………….4

1.0 COMPANY BACKGROUND……………….….………………….5-11

2.0 AREA OF OBSERVATION

2.1 POSITIVE EXPERIENCE………………………………….

2.2 NEGATIVE EXPERIENCE…………………………………

2.3 PROS AND CONS ABOUT THE BUSINESS……………

CONCLUSION
ACKNOWLEDGEMENT

Alhamdulillah, first of all we would like to thank and express our gratitude to Allah the
Almighty for granting us the opportunity and strengths to complete out assignment during the
demanding period.

Apart from that, we would like to express our gratitude to our lecturer, Madam Farrah
Nadia binti Baharuddin for her unwavering guidance, support, and also constructive feedback
throughout our work. Her explanation during our classes about criteria of places to choose is
really helped to complete our project. Without her support and explanation, we are unable to
complete this project.

Furthermore, this assignment could not have been completed without the effort and
cooperation of all of my team members. Even though we are getting rejected by almost two
business, my teammates are not giving up and keep working together to find the suitable
business. Without their hard work, the process throughout the project would have been much
more difficult. Thank you to our team members, who continuously contributed their full
commitment to completing this project until the end.
INTRODUCTION

Lexis Hibiscus, Port Dickson is a luxurious resort situated in Port Dickson, Malaysia that
known for its unique design and stunning beachfront views. Lexis Hibiscus famous for its
architecture resembling a hibiscus flower villas placed direct real picture to the sea. This resort
combines modern with tropical atmosphere making couple, families, and leisure travellers
interested to have vacation there.

The resort offers accommodations speciality like various type villas including private
overwater villa including its own pool inside of each and huge living area. They prepare 639
pool villas, comprising 522 overwater villas and 117 tower rooms. It's perfect spot to unwind
and enjoy some privacy. Furthermore, they are several dining options at the resort. Customers
can indulge in a delicious meal at The Hibiscus, which mix of local and international dishes
they serve 4 different types of restaurants. Some company or family often book their buffet for
celebration occasion. Whether you want to relax at the spa, take a dip in one of the pools, or
try out some water sports for example kayaking there's plenty activities to keep entertained.

Our group chose an observation through Lexis Hibiscus staff making a tour around
there including at the tower room and outside the villas area. We collect this opportunity to get
all the information with the observation on the way their staff treat the customer and feel the
surrounding atmosphere. We also take point on all the aspect from welcome to farewell till the
end of their customer vacation. In Addition, we wanted to understand the whole journey of a
guest's experience that highlighted the little moments of attention that contribute to a
memorable stay.

When we arrive, we also notice one staff to another has their role. Firstly, we are
greeting at the main entrance. Secondly, we were attaining by another staff asking what we
were looking for. After that, we also can take free drink that serve by other staff while waiting
in the lobby area. We also noted they wisely choose their word and keep smiling.

This subject realising us knowing that communication is important skill set in customer
service. The company that gave the best customer service can win customer heart to stay loyal
and give satisfaction on each other side. Increasing customer retention is one of the biggest
challenges for small business and large companies alike.
2.1 POSITIVE EXPERIENCE

Lexis hibiscus Port Dickson is the best place to stay in Malaysia if you want a luxury
and unique experience. The overwater houses are the most unique thing about the resort. Each
one has its own private pool and sauna, making it a perfect place for guests to relax. Imagine
coming back to your house and being able to swim in the pool without going outside or resting
in a steam room by yourself. This amount of comfort is a big part of why guests have such
good memories.
Another feature that sets the resort unique are the views. A lot of houses have stunning
views of the sea, especially at sunrise and sunset when the ocean and sky are glowing with
vibrant colours. Even the floors of some houses are made of glass, allowing you to glance down
and enjoy the fish swimming underneath.
Guests also value the variety of activities offered, which includes family-friendly
entertainment, spa services, water sports and bike rentals. Families, couples and solo travellers
all find it to be a great option because there is something for everyone. There are various
alternatives available to visitors which many claim makes their stay enjoyable and
unforgettable whether they wish to spend time by their private pool or participate in
adventurous activities.
A lot of guests comment on how warm and friendly service from the staff makes them
feel welcome, which helps to the attraction. Another highlight is the dining option, which
includes both foreign and local cuisine and a few on-side restaurants. The breakfast buffet adds
a touch of elegance and convenience and is popular for its quality and variety. Overall, Lexis
Hibiscus Port Dickson offers guests a refreshing holiday that leaves an impression, which
makes it a popular choice for a unique and peaceful seaside vacation.
2.2 NEGATIVE EXPERIENCE

Before going on visits there we prepare ourselves by reading though the good and bad
reviews on the internet and asking our family and friends that have been staying there. We
decided to pay close attention to the room's overall environment.

While the resort has beautiful views and a great concept there are several issues that
caught our eyes and can take away from guest enjoyment. One of the first things we noticed
was the bathroom. The floor was slippery, which may be a big concern for the elderly members
and children. The personal pool was smaller than expected and some villas did not have privacy
because the personal pool was facing each other's room.

Secondly, cleanliness was a major concern as well. What we saw, bed sheets and towels
were stained and had hair on them which was quite unsettling. Additionally, the bedroom floor
was dusty since maybe the room was not booked by customer for long time. This lack of
attention to detail was disappointing for the price customers paid. Another part we would like
to highlight is about the buggy service were told only for customer went to their villas from the
lobby. Guests cannot use the buggy service to ride along to enjoy the view there was not logic
for people less strength.

Thirdly, as we observed the waiting time. Not only customers had to deal with slow
check in process but they also had to face an unusually long wait time before finally get to their
room. The buggy services are not fully utilized as we only saw only 1-2 that are active out of
nearly 30 buggies that the hotel provided.

In summary, the resort has incredible potential with its stunning setting. Addressing
these concerns could enhance the guest experience. Improving safety features, cleanliness and
accessibility can make all guests feel comfortable during their stay.
2.3 PROS AND CONS ABOUT THE BUSINESS

In reviewing both the positives and negatives, I realized that the Lexi Hibiscus Hotel is
one of the main destinations in Malaysia because it is famous for its unique hibiscus-shaped
architecture and luxurious facilities. The hotel's distinctive design allows customers to enjoy
beautiful sea views, attracting both local and international guests. Not only that, almost all of
the villas in this hotel also provide exclusive private swimming pools and their proximity to
Kuala Lumpur makes this hotel easily accessible as the best choice for a holiday destination.

Apart from that, this hotel also provides extensive resort hotel facilities, including a
fitness center, spa, and various dining options to satisfy the needs of those who come there.
Apart from that, this hotel also provides extensive resort hotel facilities, including a fitness
center, spa, and various dining options to satisfy the needs of those who come there. From
another perspective, the balance of relaxation and adventure makes Lexis Hibiscus ideal for
those seeking a premium holiday experience with activities such as jet skiing, banana boat rides
and kayaking.

However, for budget-conscious travelers this may not be the best hotel option for them.
At the higher end of the price spectrum, Lexis Hibiscus is suitable for those willing to invest
in luxury accommodation. Guests are encouraged to consider their budget when planning a
visit to the resort.

Another obstacle is the issue of congestion during peak seasons, which can cause long
wait times for service and disrupt the peaceful atmosphere that guests desire. In addition, there
are several concerns regarding environmental cleanliness, especially in waste management, due
to the high number of visitors. Based on this issue it can also improve the overall experience
and ensure efficient operational effectiveness.

In conclusion, Lexis Hibiscus Port Dickson is among the hotels that offer a unique and
luxurious experience in terms of extraordinary design, private swimming pools, and various
recreational activities. Although the high cost may pose a challenge for guests, the many
advantages of the resort make it the choice of the majority in Malaysia and abroad for those
looking for an unforgettable and interesting vacation. By studying and balancing the
shortcomings and advantages of Lexis Hibiscus Port Dickson in the future, we will attract more
visitors and enjoy the extraordinary luxury offered at this hotel.
CONCLUSION

To conclude, Lexis Hibiscus Port Dickson is one of the best hotels in Malaysia for
vacation with family and friends as the hotel provides almost complete infrastructures and
facilities. This place is appropriate for wealthy people as it is quite expensive for people with
average income. Apart from that, Lexis Hibiscus Port Dickson needs to maintain its quality in
view of the fact that they are a 5-star hotel. The guest will have the higher expectation since
they are paying large amount of money to experience a more luxurious and extended stay in a
high-end hotel accommodation.

In my opinion, that it is imperative that they can create a more friendly environment
within the hotel staffs and the guest to develop a more understanding relationship between
them. Naturally, there will be some over demanding guest that are unsatisfied with the service
rendered. It is of paramount importance that the staffs are trained with absolute
professionalism.

In terms of infrastructure to carry the name of this luxurious hotel and to maintain its
brand, the management will have to extend and improve the current infrastructure as the guest
would expect each and every time of their visit, the hotel had something new to offer and to
ensure that the effective use of technology data and information are being provided.