12 Politeknik PMM - GP WBL DHM

GARIS PANDUAN PELAKSANAAN
WORK-BASED LEARNING
DIPLOMA
PENGURUSAN HOTEL
DIPLOMA IN HOTEL MANAGEMENT
(DHM)
JABATAN
PELANCONGAN &
HOSPITALITI
Garis Panduan Pelaksanaan Work-Based Learning
Diterbitkan:
POLITEKNIK MERLIMAU
Jalan Jasin
77300 Merlimau
Melaka
 +6 06-6636687
 +6 05-6636678
 www.pmm.edu.my
First Published 2016

@ Politeknik Merlimau
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1|DHM
SENARAI KANDUNGAN MUKA SURAT
PRAKATA 3
BAB 1 PENGENALAN KEPADA WORK-BASED LEARNING DHM 4
1.1 Pendahuluan 4
1.2 Objektif 5
1.3 Programme Learning Outcome (PLO) 5
1.4 Impak WBL kepada Politeknik, Pelajar, Industri 5
dan Komuniti
1.4.1 Impak kepada Politeknik 5
1.4.2 Impak kepada Pelajar 6
1.4.3 Impak kepada Industri 6
1.4.4 Impak kepada Komuniti 7
BAB 2 PELAKSANAAN WORK BASED-LEARNING DHM 8
2.1 Pendahuluan 8
2.2 Tempoh 8
2.2.1 Kelayakan Menjalani WBL 8
2.3 Arahan-arahan dan Kaedah Penilaian 9
2.3.1 Prinsip dan Kaedah Penilaian 9
2.3.2 Penilaian WBL 9
2.3.3 Pemantauan Pelajar 9
2.4 Peranan Politeknik, Pelajar dan Industri 9
2.4.1 Peranan Politeknik 9
2.4.1.1 Timbalan Pengarah(Akademik) 9
2.4.1.2 Ketua Jabatan 10
2.4.1.3 Ketua Program DHM 10
2.4.1.4 Penyelaras WBL DHM 11
2.4.1.5 Jawatankuasa WBL/Pensyarah WBL DHM 11
2.4.2 Peranan Pelajar 13
2.4.3 Peranan Industri (Ikut Kesesuaian Program) 14
2.4.3.1 Pengurusan Industri 14
2.4.3.2 Penyelaras WBL Industri 15
2.4.3.3 Mentor/Penyelia Industri 16
2.5 Pelaksanaan Aktiviti WBL 16
2.5.1 Carta Perbatuan Pelaksanaan WBL 18
2.5.1.1 Sebelum WBL 18
2.5.1.2 Semasa WBL 18
2|DHM
BAB 3 HAL-HAL BERKAITAN 19

3.1 Peraturan-peraturan Tatatertib dan Displin Pelajar WBL 19
3.1.1 Peraturan Am Politeknik 19
3.1.2 Peraturan Industri 19
3.1.2.1 Masa Bekerja 19
3.1.2.2 Kerahsiaan 20
3.2 Insuran 20
3.3 Elaun dan Kemudahan Semasa WBL 20
3.4 Pertukaran Tempat Pelajar 20
3.5 Cuti 21
3.6 Perlanggaran Peraturan dan Tindakan Tatatertib 21
LAMPIRAN
LAMPIRAN A (POLITEKNIK)
Lampiran A1 Senarai Semak Fail Folio Pelajar

Lampiran A2 Borang Laporan Penyeliaan WBL DHM
(Maklum balas Pelajar)
Lampiran A3 Borang Kehadiran Semasa
Pemantauan WBL
Lampiran A4 DTA 5018 Rubrik Petaksiran
A4.1 Company Appraisal
A4.2 Interview
A4.3 Presentation
A4.4 Reflective Journal
A5.2 Interview
A5.3 Presentation
A6.2 Interview
A6.3 Presentation
A7.2 Interview
A7.3 Presentation
LAMPIRAN B (PELAJAR)
Lampiran B1 Borang Lapor Diri Pelajar

Lampiran B2 Maklumat Peribadi Pelajar
LAMPIRAN C (INDUSTRI)
Lampiran C1 Senarai Semak Fail Rujukan Industri

Lampiran C2 Borang Laporan Penyeliaan WBL DHM
(Maklum balas Industri)
Lampiran C3 Senarai Semak Kandungan Kursus WBL
Lampiran C4 Panduan Penilaian oleh Industri
3|DHM
LAMPIRAN D Butiran Kursus-kursus WBL DHM,

Kaedah Penilaian dan Person In-Charge
LAMPIRAN E Takwim
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PRAKATA
Garis panduan ini bertujuan memberi panduan tentang pelaksanaan Work-Based Learning
(WBL )sebagai sebahagian dari struktur program Diploma Pengurusan Hotel (DHM) di
Politeknik Malaysia. Garis panduan ini diterima pakai selari dengan buku Work-Based Learning:
Pelaksanaan di Politeknik Malaysia Edisi Pengenalan yang diterbitkan oleh Jabatan Pendidikan
Politeknik (JPP), Kementerian Pendidikan Tinggi. Garis panduan ini mengandungi pengenalan
kepada WBL yang terdiri dari objektif dan kelebihan program WBL kepada politeknik, pelajar,
industri dan komuniti setempat. Garis panduan ini juga memperincikan pelaksanaan WBL dari
segi tempoh pelaksanaan, peranan politeknik, pelajar dan industri; kaedah penilaian dan carta
perbatuan pelaksanaan WBL. Di samping itu garis panduan ini menerangkan hal-hal berkaitan
peraturan, insuran, elaun dan kemudahan semasa menjalani WBL.
5|DHM
BAB 1
PENGENALAN KEPADA WORK-BASED LEARNING DHM
1.1 Pendahuluan
Pelaksanaan proses pengajaran dan pembelajaran (P&P) bukan sekadar dilaksanakan
melalui kuliah di dalam kampus tetapi boleh juga dijalankan secara Work-Based
Learning (WBL). Program ini juga dimantapkan lagi dengan latihan yang terancang
melalui program On Job Training (OJT). Model pelaksanaan WBL DHM melibatkan
Bahagian Pengurusan Kurikulum (BPK); Bahagian Instruksional dan Pembelajaran
Digital (BIPD); Bahagian Pentaksiran dan Penilaian (BPN) dan Bahagian Pengambilan
Pelajar (BAP) di peringkat Jabatan Pendidikan Politeknik(JPP). Model pelaksanaan
yang telah dijalankan di Politeknik Malaysia adalah seperti dalam Rajah 1.1.
BPK, BIPD dan

BPN
Pengambilan P&P di Politeknik P&P di industri

Pelajar oleh BAP
Malaysia
Tamat
pengajian
Rajah 1.1: Model Pelaksanaan WBL DHM
6|DHM
1.2 OBJEKTIF
Secara amnya objektif WBL DHM adalah untuk:
i. membolehkan pelajar menjalani pembelajaran berasaskan kerja,
ii. mendedahkan pelajar kepada alam pekerjaan sebenar,
iii. membolehkan pelajar mengaitkan pengetahuan teori yang telah dipelajari
dengan aspek-aspek praktikal dan sebaliknya,
iv. melatih pelajar bekerja dalam kumpulan, dan
v. meningkatkan kemahiran berkomunikasi.
1.3 IMPAK WORK-BASED LEARNING KEPADA POLITEKNIK, PELAJAR, INDUSTRI

DAN KOMUNITI SETEMPAT
WBL direkabentuk dengan tujuan menghasilkan modal insan yang memenuhi keperluan
industri. Pembelajaran dalam situasi kerja yang sebenar memberikan banyak impak
kepada politeknik, pelajar, industri dan komuniti setempat.
Antara impak tersebut adalah:

1.3.1 Impak kepada Politeknik
i. Memperluas pelaksanaan kurikulum dengan persekitaran pembelajaran
sebenar di industri.
ii. Memperluas akses teknologi baharu dalam sistem pendidikan politeknik.
iii. Menjadikan pendidikan teknikal yang lebih relevan dan bernilai dalam
proses P&P.
iv. Meningkatkan keupayaan untuk memenuhi keperluan industri dan pelajar
yang pelbagai.
v. Memberi peluang kepada pensyarah dalam menguasai ilmu dan
teknologi.
vi. Meningkatkan kolaborasi dan sinergi antara politeknik, industri dan
masyarakat.
vii. Menyumbang kepada pembangunan ekonomi negara, sosial dan individu.
1.3.2 Impak kepada Pelajar

i. Meningkatkan pembelajaran bilik darjah ke industri.
ii. Menetapkan hala tuju yang jelas antara pendidikan dan aplikasi kerjaya
dalam sektor industri.
iii. Mewujudkan peluang untuk eksplorasi kerjaya yang optimum.
iv. Meningkatkan motivasi pelajar terhadap pendidikan yang lebih relevan.
7|DHM
v. Meningkatkan kefahaman keperluan kerjaya melalui kemahiran yang

diperlukan.
vi. Meningkatkan kemahiran insaniah di tempat kerja seperti komunikasi,
kerja berpasukan, dan perancangan projek.
vii. Pendedahan kepada etika kerja profesional di tempat kerja.
viii. Meningkatkan jaringan profesional untuk kerjaya masa hadapan.
1.3.3 Impak kepada Industri

i. Mengurangkan rungutan ketidakpuasan hati pelanggan.
ii. Meningkatkan perkhidmatan yang berkualiti kepada pelanggan.
iii. Menjalinkan hubungan dan kerjasama antara industri dan politeknik.
iv. Mendapat kelayakan pelepasan atau pengurangan cukai, bergantung
kepada prosedur semasa.
v. Menambah baik sistem latihan dalaman.
vi. Mengurangkan kos pengambilan tenaga kerja separa mahir.
vii. Memberikan pengalaman mendidik kepada staf.
viii. Menjana dan memindahkan kepakaran kepada generasi baharu.
ix. Mengurangkan kos melatih pekerja baharu.
x. Menyumbang kepada kemajuan negara dalam sektor industri.
xi. Memberi peluang kepada syarikat membuat Corporate Social
Responsibility (CSR).
xii. Membantu mempromosi syarikat.
1.3.4 Impak kepada komuniti setempat

i. Menjalinkan program kerjasama dengan masyarakat setempat.
ii. Membuka ruang kepada kerjaya dan penguasaan teknologi.
iii. Membina keyakinan masyarakat terhadap program pendidikan politeknik.
iv. Membina asas ekonomi masyarakat yang produktif.
8|DHM
BAB 2
PELAKSANAAN WORK-BASED LEARNING DHM
2.1 PENDAHULUAN
WBL merupakan aktiviti pengajaran dan pembelajaran (P & P) di industri atau agensi
tertentu yang dimeterai melalui pelbagai bentuk persetujuan dan persefahaman rasmi.
Kejayaan pelaksanaan WBL dalam mencapai objektif bergantung kepada kerjasama dan
komitmen kedua-dua belah pihak iaitu pihak politeknik dan industri terlibat.
2.2 TEMPOH
Pelajar akan ditempatkan di industri pada semester lima (5) dan enam (6) berdasarkan
Struktur Program DHM. Tempoh minimum menjalani WBL adalah 20 minggu setiap
semester mengikut Kalendar Akademik Politeknik. Namun tempoh tersebut boleh
melepasi 20 minggu tertakluk kepada keperluan syarikat.
2.1.1 Kelayakan Menjalani WBL

i. Pelajar WAJIB lulus semua kursus (Arahan-arahan Peperiksaan dan
Kaedah Penilaian, Edisi 4, 2013) yang telah ditetapkan di dalam Struktur
Program DHM sebelum menjalani WBL.
ii. Pelajar yang gagal mana-mana kursus perlu mengulang kursus tersebut
terlebih dahulu sebelum menjalani WBL.
iii. Pelajar telah mendaftar kursus WBL.
iv. Memenuhi arahan-arahan lain yang ditetapkan oleh politeknik.
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2.3 ARAHAN-ARAHAN PEPERIKSAAN DAN KAEDAH PENILAIAN

2.3.1 Prinsip dan Kaedah Penilaian WBL
Setiap pelajar yang menjalani WBL adalah tertakluk di bawah Arahan-arahan
Peperiksaan dan Kaedah Penilaian Program Diploma Politeknik yang sedang
berkuatkuasa dan dibaca bersama Manual Prosedur Kualiti Politeknik.
2.3.2 Pentaksiran WBL

Pentaksiran WBL dilaksanakan berpandukan Dokumen Kurikulum kursus-kursus
WBL DHM.
Butiran kursus-kursus dan kaedah pentaksiran WBL DHM adalah seperti di

Lampiran D.
2.3.3 Pemantauan Pelajar

Pemantauan pelajar di industri dilakukan minimum tiga (3) kali setiap semester.
Hal ini bertujuan bagi memastikan kurikulum yang dirancang dapat dilaksanakan
dan penilaian pencapaian pelajar dapat dilakukan.
2.4 PERANAN POLITEKNIK, PELAJAR DAN INDUSTRI

Peranan pihak yang terlibat dalam pelaksanaan WBL adalah seperti berikut:
2.4.1 Peranan Politeknik
2.4.1.1 Timbalan Pengarah (Akademik)/Timbalan Pengarah
i. Mempengerusikan Jawatankuasa Kerja WBL.
ii. Merancang dan memantau pelaksanaan WBL.
iii. Menyampaikan taklimat kepada penyelia industri sebelum sesi

bermula.
iv. Mengenal pasti langkah penyelesaian ke atas isu-isu merentas

jabatan dan unit.
v. Memantau pelaksanaan pelan tindakan dan continual quality

improvement (CQI).
vi. Memilih serta melantik Penyelaras WBL politeknik.
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2.4.1.2 Penyelaras WBL Politeknik
i. Bertanggungjawab kepada Timbalan Pengarah

(Akademik)/Timbalan Pengarah.
ii. Bekerjasama dengan Unit Perhubungan dan Latihan Industri

(UPLI) dan Unit Corporate Industrial Services and Employability
Centre (CISEC) Politeknik bagi tujuan pelaksanaan WBL antara
politeknik dengan industri.
iii. Menyelaras dan menyelia:
• Takwim Pelaksanaan dan Pemantauan WBL.
• Fail Folio Pelajar (Rujuk Lampiran A1).
• Fail Rujukan Industri untuk diserahkan kepada industri

yang berkaitan (Rujuk Lampiran C1).
• Laporan Pelaksanaan, Pemantauan & Penilaian WBL

beserta tindakan CQI.
iv. Menyelaras mesyuarat berkaitan WBL mengikut arahan Timbalan

Pengarah (Akademik)/Timbalan Pengarah.
v. Memberi taklimat penyelarasan WBL kepada:
• Ketua Jabatan
• Ketua Program
 Penyelaras WBL Program
• Pensyarah Kursus/Pemantau
2.4.1.3 Ketua Jabatan
i. Bertanggungjawab kepada Timbalan Pengarah

(Akademik)/Timbalan Pengarah.
ii. Merancang, menyelaras dan memantau pelaksanaan WBL.
iii. Memberi taklimat mengenai keperluan pelaksanaan program WBL
dalam memenuhi syarat wajib bergraduat pelajar yang terlibat.
iv. Memberi taklimat kepada pihak industri mengenai proses P&P,
kurikulum, pentaksiran, prosedur kualiti, keperluan akreditasi dan
hal-hal lain yang berkaitan.
v. Memilih serta melantik

• Penyelaras WBL program.
• Pensyarah Kursus/Pemantau.
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vi. Merancang Anggaran Belanja Mengurus (ABM) pelaksanaan

program merangkumi:
 Bayaran tuntutan (Perjalanan, Lojing, Makan & Pelbagai)

bagi Pensyarah Kursus/Pemantau.
 Urusan-urusan kewangan lain yang berkaitan
vii. Mendapatkan maklumbalas pelaksanaan dan penilaian WBL

untuk CQI.
2.4.1.4 Ketua Program DHM
i. Bertanggungjawab kepada Ketua Jabatan.

ii. Membantu merancang, menyelaras dan memantau pelaksanaan
WBL.
iii. Menyelaras pelaksanaan aktiviti pemantauan P&P.
iv. Memastikan pelajar telah lulus semua kursus yang telah
ditetapkan di dalam Struktur Program DHM sebelum menjalani
WBL. Pelajar yang gagal mana-mana kursus perlu mengulang
kursus tersebut terlebih dahulu sebelum menjalani WBL.
v. Mengesahkan item dan peraturan pemarkahan pentaksiran WBL
yang disediakan oleh Pensyarah Kursus/Pemantau.
vi. Melaksanakan moderasi pemarkahan pentaksiran bersama
Pensyarah Kursus/Pemantau dan atau Penyelia Industri.
vii. Menyerahkan markah pentaksiran akhir kepada Pegawai
Peperiksaan Jabatan untuk diserahkan kepada Unit Peperiksaan.
viii. Menganalisis pencapaian hasil pembelajaran program pengajian
bagi setiap semester.
ix. Mendapatkan maklumbalas penambahbaikan kurikulum daripada
industri.
x. Menyelia penyediaan Anggaran Belanja Mengurus (ABM)
pelaksanaan program oleh Penyelaras WBL Program
merangkumi:
• Bayaran tuntutan (Perjalanan, Lojing, Makan & Pelbagai)

bagi Pensyarah Kursus/Pemantau.
• Urusan-urusan kewangan lain yang berkaitan.
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2.4.1.5 Penyelaras WBL Program
i. Bertanggungjawab kepada Ketua Program.
ii. Menyediakan surat lantikan untuk Mentor/Penyelia Industri.
iii. Bekerjasama dengan Penyelaras WBL Politeknik, Unit

Perhubungan dan Latihan Industri (UPLI) dan Unit Corporate
Industrial Services and Employability Centre (CISEC) politeknik
bagi tujuan pelaksanaan WBL antara politeknik dengan industri.
iv. Berperanan sebagai pegawai yang menghubungkan politeknik

dengan industri bagi urusan berkaitan WBL.
v. Menyedia dan menyelaras
• Takwim WBL DHM.
• Aktiviti pentaksiran berdasarkan kurikulum.
• Fail Rujukan Industri untuk diserahkan kepada industri
yang berkaitan.
• Fail Folio Pelajar.
• Laporan pelaksanaan, pemantauan dan pentaksiran WBL
beserta tindakan CQI.
vi. Melaporkan pelaksanaan WBL dari semasa ke semasa
vii. Memberi taklimat pelaksanaan WBL kepada:
• Pelajar
• Pensyarah Kursus/Pemantau
viii. Menerima markah akhir pelajar dari Pensyarah Kursus/Pemantau
dan menyerahkan kepada Ketua Program untuk pengesahan.
ix. Menyelaras aktiviti keperluan pelajar sebelum menjalani WBL.
x. Menyediakan borang-borang yang berkaitan semasa pemantauan.
xi. Menyediakan dokumen Reflective Journal, Programme Handbook,

Fail Folio Pelajar dan Fail Rujukan Industri.
xii. Menyediakan Anggaran Belanja Mengurus (ABM) bagi

pelaksanaan WBL merangkumi:
• Bayaran tuntutan (Perjalanan, Lojing, Makan & Pelbagai)
bagi Pensyarah Politeknik.
• Urusan-urusan kewangan lain yang berkaitan.
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2.4.1.6 Pensyarah Kursus
i. Bertanggungjawab kepada Penyelaras WBL Program.

ii. Menyediakan Fail Pensyarah Kursus (FPK)/ Fail Rekod Pensyarah
(FRP)
iii. Menyediakan Course Outline kursus.
iv. Sebagai pemudahcara antara pelajar dan Penyelia Industri.

v. Melaksanakan pemantauan dan pentaksiran berdasarkan Takwim
WBL DHM bagi melihat perkembangan pelajar ke arah pencapaian
hasil pembelajaran yang ditetapkan.
vi. Memastikan pelajar diberikan skop kerja berdasarkan keperluan
silibus.
vii. Membekalkan input akademik yang berkaitan kepada pihak
industri.
viii. Memberi bimbingan dan nasihat yang bersesuaian kepada pelajar.
ix. Mengadakan perbincangan dengan Penyelia Industri dalam
mendapatkan maklumbalas untuk tujuan CQI WBL.
x. Memberi maklumbalas berkaitan pelaksanaan, pemantauan dan
pentaksiran WBL beserta tindakan CQI.
xi. Menjaga kebajikan pelajar sepanjang pelaksanaan WBL.
xii. Menyemak dan menandatangani Reflective Journal semasa
lawatan pemantauan.
xiii. Melaksanakan pentaksiran kerja kursus.
xiv. Menyediakan item dan peraturan pemarkahan penilaian
pentaksiran WBL.
xv. Menilai kerja kursus dan merekod markah di dalam Rekod Markah
Penilaian Kerja Kursus dan di simpan dalam FPK/FRP.
xvi. Memasuk dan melengkapkan markah pentaksiran WBL ke dalam
sistem yang digunapakai di politeknik.
xvii. Menyediakan analisis Course Learning Outcomes Review Report
(CLORR) dan Continuous Quality Improvement (CQI) kursus untuk
dihantar kepada Ketua Program DHM.
xviii. Mengeluarkan surat Peringatan Tidak Hadir Kursus sekiranya
mendapat aduan ketidakhadiran pelajar tanpa kelulusan daripada
industri/majikan.
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2.4.2 Peranan Pelajar
i. Berusaha mencapai hasil pembelajaran yang ditetapkan.

ii. Menghadiri semua sesi taklimat, P&P dan penilaian sama ada yang
dijalankan oleh pihak politeknik atau industri/majikan dalam tempoh
yang ditetapkan.
iii. Berinteraksi secara berhemah dengan semua pihak.
iv. Menyerahkan semua bentuk tugasan/laporan dalam tempoh yang
ditetapkan.
v. Memberikan input kepada Pensyarah Kursus/Pemantau dalam
penambahbaikan pelaksanaan WBL.
vi. Mematuhi segala peraturan dan ketetapan oleh pihak politeknik
dan industri/majikan.
vii. Bertanggungjawab sepenuhnya kepada industri/majikan di mana
pelajar ditempatkan. Ini bermakna bahawa pelajar mestilah
mematuhi masa bekerja dan segala peraturan di industri sama
seperti kakitangan yang lain sepanjang tempoh menjalani WBL.
Pelajar tidak boleh merosakkan atau menyalahgunakan sebarang
harta benda kepunyaan industri.
viii. Pelajar dikehendaki membawa Reflective Journal dan mencatat
kerja/aktiviti harian yang telah dijalankan dalam jurnal tersebut.
ix. Pelajar dimestikan merekod Reflective Journal secara mingguan
dan ditandatangani oleh Penyelia Industri.
x. Pelajar diwajibkan untuk menyempurnakan semua aktiviti
pentaksiran.
xi. Pelajar perlu memaklum dan membuat salinan Cuti Sakit yang
disahkan oleh pihak majikan kepada Penyelia Industri.
xii. Pelajar yang mengandung dan mengalami masalah kesihatan
berpanjangan disahkan oleh pegawai perubatan wajar membuat
penangguhan pengajian (sekiranya perlu) setelah mendapat
persetujuan dari pihak politeknik dan industri.
xiii. Pelajar perlu mematuhi peraturan syarikat seperti kakitangan lain.
2.4.3 Peranan Industri
2.4.3.1 Pengurusan Industri
i. Mewujudkan jawatankuasa yang bertanggungjawab terhadap

pelaksanaan program WBL di industri.
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ii. Melantik Penyelaras WBL Industri.

iii. Melantik Penyelia Industri yang berkelayakan seperti Jadual 2.1.
iv. Melaksanakan pentaksiran Company Appraisal untuk pelajar.
v. Membenarkan pemantauan oleh pensyarah.
vi. Membenarkan penggunaan fasiliti syarikat (seperti yang
ditetapkan oleh syarikat).
vii. Mempertimbangkan pemberian elaun kepada pelajar.
viii. Menjaga kebajikan pelajar.
ix. Mengeluarkan surat perakuan tamat WBL kepada pelajar di akhir
semester WBL.
x. Memaklumkan kepada Penyelaras WBL Program/Pensyarah
Kursus/Pensyarah Pemantau sebelum mengambil sebarang
tindakan disiplin terhadap pelajar.
Jadual 2.1: Kriteria kelayakan penyelia industri
Peringkat Diploma
1. Sarjana Muda/Diploma Lanjutan dalam bidang berkaitan, atau
2. Diploma dengan 3 tahun pengalaman dalam bidang berkaitan, atau
3. Sebarang sijil kelayakan yang diiktiraf oleh syarikat dengan 5 tahun

pengalaman dalam bidang berkaitan
2.
2.4.3.2 Penyelaras WBL Industri
i. Bertindak sebagai Pegawai Perhubungan Industri bagi tujuan

pelaksanaan WBL antara industri dengan politeknik.
ii. Menyediakan ruang persekitaran yang selamat kepada pelajar
disamping memberi taklimat urusan berkaitan
• Akta Keselamatan dan Kesihatan Pekerjaan 1994 (OSHA
1994).
• Urusan berkaitan sumber manusia, peraturan dan undang-
undang industri (mana yang berkaitan).
• Perjalanan pelaksanaan WBL di industri.
iii. Menyelaras pelaksanaan P&P di industri merangkumi aspek
pengajaran dan pentaksiran pelajar.
16 | D H M
iv. Mengumpul markah pentaksiran untuk diserahkan kepada

Pensyarah Kursus.
v. Menyediakan jadual/aktiviti pelaksanaan WBL di industri.
vi. Memberi input/bimbingan yang berterusan kepada Penyelaras
WBL Politeknik/Program dalam meningkatkan pelaksanaan WBL.
vii. Meluluskan permohonan cuti pelajar setelah mendapat sokongan
Penyelia Industri.
2.4.3.3 Mentor/Penyelia Industri
i. Membimbing dan berinteraksi dengan pelajar dalam bidang

kepakaran masing-masing berdasarkan skop kerja yang telah
disediakan oleh politeknik.
ii. Memupuk minat pelajar terhadap pembelajaran di samping
membantu menjelaskan prospek kerjaya pelajar.
iii. Melengkapkan Company Appraisal bagi mengukur hasil
pembelajaran pelajar mengikut keperluan kurikulum.
iv. Memantau kehadiran pelajar.
v. Menjaga kebajikan pelajar sepanjang pelaksanaan WBL.
vi. Mengadakan perjumpaan dengan pelajar pada waktu yang
dipersetujui bersama oleh pelajar.
vii. Merekodkan setiap perjumpaan dengan pelajar dalam Borang
Laporan Penyeliaan (lampiran C2).
viii. Memaklumkan ketidakhadiran pelajar kepada Pensyarah WBL
Politeknik.
ix. Memantau kebajikan pelajar semasa sesi WBL.
x. Memberi khidmat nasihat dalam menambahbaik kurikulum dan
kaedah pentaksiran bagi program DHM.
xi. Menyokong permohonan cuti pelajar sekiranya berkaitan.
17 | D H M
2.5 Pelaksanaan Aktiviti WBL
Secara umumnya, pelaksanaan aktiviti di peringkat program sebelum pelaksanaan WBL (Rajah
2.1) dan semasa pelaksanaan WBL (Rajah 2.2) adalah diterangkan secara ringkas seperti di
bawah.
Menyediakan Reflective Journal dan menyediakan takwim

perlaksanaan P&P.
Menyediakan fail folio pelajar, fail rujukan industri , surat

penempatan pelajar dan jadual pemantauan WBL.
Melaksanakan mesyuarat penyelarasan dan agihan

penempatan pelajar bersama industri.
Taklimat/Orientasi WBL kepada pelajar, penyerahan fail

folio pelajar dan penempatan di industri.
Taklimat/Orientasi WBL kepada penyelaras industri dan

penyerahan fail penyelia industri.
Pelajar melapor diri di industri.
Rajah 2.1: Aktiviti di peringkat program sebelum pelaksanaan WBL
18 | D H M
Memastikan pelajar melapor diri di industri
Melaksanakan sesi pemantauan sebanyak 3 kali satu semester
Mencari majikan untuk penempatan pelajar.
Melaksanakan aktiviti pentaksiran dan mengumpulkan markah

penilaian kerja kursus.
Memasukkan markah kerja kusus pelajar ke dalam sistem.
Memproses keputusan penilaian keseluruhan pelajar.
Menyediakan lembaran markah.
Rajah 2.2: Aktiviti di peringkat program semasa pelaksanaan WBL
19 | D H M
2.5.1 Perancangan Pelaksanaan WBL
2.5.1.1 Aktiviti di peringkat program sebelum pelaksanaan WBL
Minggu 12
Minggu 10
Minggu 11
Minggu 13
Minggu 14
Minggu 15
Minggu 16
Minggu 17
Minggu 18
Minggu 19
Minggu 20
Minggu 1
Minggu 2
Minggu 3
Minggu 4
Minggu 5
Minggu 6
Minggu 7
Minggu 8
Minggu 9
SEMESTER 4
Menyediakan
Reflective Journal
dan menyediakan
1
takwim
perlaksanaan
P&P
Menyediakan fail
folio pelajar, fail
rujukan industri ,
2 surat penempatan
pelajar dan jadual
pemantauan
WBL.
Mencari majikan
untuk
3
penempatan
pelajar.
Melaksanakan
mesyuarat
penyelarasan dan
4 agihan
penempatan
pelajar bersama
industri
Taklimat/Orientasi
WBL kepada
pelajar,
5 penyerahan fail
folio pelajar dan
penempatan di
industri
Taklimat/Orientasi
WBL kepada
penyelaras
6
industri dan
penyerahan fail
penyelia industri
20 | D H M
2.5.1.2 Aktiviti di peringkat program semasa pelaksanaan WBL
Minggu 10
Minggu 11
Minggu 12
Minggu 13
Minggu 14
Minggu 15
Minggu 16
Minggu 17
Minggu 18
Minggu 19
Minggu 20
Minggu 1
Minggu 2
Minggu 3
Minggu 4
Minggu 5
Minggu 6
Minggu 7
Minggu 8
Minggu 9
SEMESTER
5 dan 6
Memastikan
1 pelajar melapor
diri di industri
Melaksanakan
sesi
2 pemantauan
sebanyak 3 kali
satu semester
Melaksanakan
aktiviti
pentaksiran dan
3 mengumpulkan
markah
penilaian kerja
kursus.
Memasukkan
markah kerja
4
kusus pelajar ke
dalam sistem.
Memproses
keputusan
5 penilaian
keseluruhan
pelajar
Melaksanakan
proses
moderasi
6
markah
penilaian kerja
kursus
Menyediakan
7 lembaran
markah
21 | D H M
BAB 3
HAL-HAL BERKAITAN
3.1 PERATURAN, TATATERTIB DAN DISPLIN PELAJAR

3.1.1 Peraturan Am Politeknik
Pelajar politeknik yang menjalani WBL adalah tertakluk kepada peraturan-
peraturan dan undang-undang seperti dinyatakan di dalam Buku Panduan dan
Peraturan Am Pelajar Politeknik Kementerian Pengajian Tinggi Malaysia.
3.1.2 Peraturan di Industri

Pelajar politeknik yang menjalani WBL adalah tertakluk kepada peraturan-
peraturan dan undang-undang yang telah ditetapkan oleh pihak industri.
3.1.2.1 Masa Bekerja
Pelajar mestilah mematuhi masa bekerja dan segala peraturan di industri
sama seperti kakitangan yang lain sepanjang tempoh menjalani WBL.
3.1.2.2 Kerahsiaan
i. Pelajar dilarang mendedahkan sebarang maklumat (sama ada
sulit atau tidak) tentang organisasi kepada pihak luar kecuali
dengan kebenaran organisasi.
ii. Pelajar dilarang mencetak, membuat salinan atau mengambil
gambar sebarang dokumen atau peralatan yang dianggap rahsia
tanpa kebenaran organisasi.
22 | D H M
Pelajar yang didapati melanggar peraturan atau ketetapan di atas boleh dikenakan
tindakan berdasarkan:
 Peraturan yang telah ditetapkan oleh politeknik, dan/atau;
 Peraturan yang telah ditetapkan oleh industri, dan/atau;
 Kaedah-kaedah tatatertib mengikut mana-mana yang berkenaan
(Bahagian V Acara Tatatertib, Akta Institusi-Institusi Pelajaran (Tatatertib)
1976 (Akta 174).
 Jika wujud percanggahan antara peraturan politeknik dengan peraturan
industri, maka peraturan politeknik hendaklah dipakai.
3.2 INSURAN
Pelajar dilindungi dengan insurans kemalangan berkelompok sepanjang pengajian.
3.3 ELAUN DAN KEMUDAHAN SEMASA WBL

i. Bayaran elaun standard kepada pelajar yang boleh dibayar oleh pihak industri
adalah bergantung kepada budi bicara pihak industri.
ii. Kemudahan (tempat tinggal dan pengangkutan) semasa WBL adalah mengikut
polisi dan budi bicara pihak industri. Pelajar sama sekali TIDAK BOLEH
mempertikaikan perkara ini.
3.4 PERTUKARAN TEMPAT PELAJAR

Pelajar hendaklah menjalani WBL di tempat latihan yang ditetapkan dan pelajar tidak
dibenarkan menukar tempat latihan tanpa kebenaran pihak politeknik.
3.5 CUTI
i. Pelajar tidak dibenarkan mengambil cuti tanpa kebenaran daripada majikan.
ii. Jika ingin memohon cuti, permohonan cuti perlu di buat tiga (3) hari awal dan
mendapat persetujuan daripada majikan.
iii. Jika berlaku kecemasan, pelajar perlu memaklumkan segera kepada Mentor/
Penyelia Industri untuk pemakluman tidak hadir ke tempat kerja.
iv. Pelajar perlu memaklumkan, mengesahkan dan membuat salinan Sijil Cuti
Sakit kepada mentor/penyelia industri.
v. Pelajar yang mengandung dan mengalami masalah kesihatan berpanjangan
yang disahkan oleh pegawai perubatan, wajar membuat penangguhan
23 | D H M
(sekiranya perlu) setelah mendapat persetujuan dari pihak politeknik dan

industri.
vi. Pelajar perlu mematuhi peraturan syarikat seperti kakitangan lain.
3.6 PELANGGARAN PERATURAN & TINDAKAN TATATERTIB
Pelajar yang melanggar peraturan-peraturan yang ditetapkan boleh diambil tindakan

tatatertib. Tindakan tatatertib yang boleh diambil ke atas pelajar adalah seperti berikut :
i. Amaran.
ii. Mengulang semester – pelajar dikendaki mengulang WBL
iii. Gagal Berhenti – pelajar diberhentikan pengajian.
24 | D H M
25 | D H M
Lampiran A1: Senarai Semak Fail Folio Pelajar
*Satu salinan dihantar oleh pelajar kepada Penyelaras WBL DHM

Bil Perkara Status
1 Surat penempatan
2 Senarai nama pelajar dan majikan
3 Borang lapor diri pelajar di industri *
4 Maklumat peribadi pelajar
5 Skop kerja di industri

6 Garis panduan WBL DHM
7 Kalendar Akademik Politeknik
8 Takwim WBL DHM
9 Course Outline program

10 Senarai Person-in-Charge di Politeknik
26 | D H M
Lampiran A2: Borang Laporan Penyeliaan WBL DHM
POLITEKNIK ___________________________
JABATAN PELANCONGAN DAN HOSPITALITI
PROGRAM DIPLOMA PENGURUSAN HOTEL

(DIPLOMA IN HOTEL MANAGEMENT)
BORANG LAPORAN PENYELIAAN WBL DHM

(PENILAIAN KENDIRI PELAJAR)
(WBL DHM OBSERVATION REPORT FORM- STUDENT’S SELF ASSESSMENT)
Nama Mentor/Penyelia : Tarikh Penyeliaan:

(Mentor’s/Supervisor’s Name) (Observation Date)
Lokasi Penyeliaan: Nama Pelajar:

(Observation Location) (Student’s Name)
(IC. No & Student’s Registration No.)
TANDAKAN (√) PADA RUANG YANG BERSESUAIAN

(MARK (√) AT APPROPRIATE SPACE)
BIL. PERKARA AMAT LEMAH SEDERHANA BAIK AMAT

(NO.) (ITEM) LEMAH (POOR) (FAIR) (GOOD) BAIK
(VERY (VERY
POOR) GOOD)
Keupayaan menyesuaikan diri kepada
1 budaya kerja organisasi
(Ability to adapt to industry’s work culture)
Keupayaan belajar dengan cepat
2
(Ability to learn fast)
Keupayaan bergaul dengan rakan sekerja
3
(Ability to get along with colleagues)
Kemahiran berkomunikasi
4
(Communication skills)
Kemahiran Menulis
5
(Writing Skills)
Disiplin Semasa Berkerja: Ketepatan Masa
dan Rupa Diri
6
(Discipline at work such as Punctuality and
Personality)
Bertanggungjawab
7
(Responsibility)
Komitment
8
(Commitment)
Kemahiran Amali
9
(Practical Skills)
Berkongsi Ilmu dan Rajin Menimba Ilmu
10 (Sharing knowledge and Lifelong Learning)
Bekerja dalam kumpulan

11
(Teamwork)
Bimbingan daripada Mentor
12
(Assistant From the Mentor)
27 | D H M

(VERY (VERY
POOR) GOOD)
Kejujuran
13
(integrity)
Proses Perlaksanaan Pengajaran dan
Pembelajaran
14
(Implementation of teaching and learning
process)
Prestasi Keseluruhan
15
(Overall Performance)
Komen Pelajar:
(Student’s Comments)
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
…………………………… …………………………………………………….
Tanda Tangan Pelajar: Nama & Tanda Tangan Pensyarah Kursus/

Pemantau:
(Studentr’s Signature) (Course/ Observation Lecturer’s Name & Signature)
28 | D H M
Lampiran A3: Borang Kehadiran Semasa Pemantauan WBL
PROGRAM DIPLOMA PENGURUSAN HOTEL

BORANG KEHADIRAN SEMASA PEMANTAUAN WBL

TARIKH:
TEMPAT:
MASA:
PENYELIA PEMANTAUAN:
1.
2.
NO. TANDATANGAN COP

BIL. NAMA
PENDAFTARAN PELAJAR SYARIKAT
29 | D H M
Lampiran A4: DTA5018 Rubrik Pentaksiran

A4.1 COMPANY APPRAISAL
RUBRIC FOR COMPANY APPRAISAL – 60 %
Department : Tourism and Hospitality

Program : Diploma in Hotel Management (DHM)
Course Code : DTA5018
Course Name : Housekeeping Operation
Student Learning Time : 400 Hours
Credit Hours : 8
Semester Offered : Semester 5 / Year 3
Class :
Academic Session :
MARKS: 60 marks
COURSE LEARNING OUTCOMES (CLO):

CLO2: Perform efficiently Standard Operating Procedures (SOPs) for housekeeping
operation. (P4, PLO2)
CLO3: Demonstrate skill of hygiene, safety and security in housekeeping operation
professionally (A3, PLO2)
PROGRAMME LEARNING OUTCOMES (PLO):

PLO2: Perform practical skills professionally in accordance with the ethical,
moral and legal practice in tourism and hospitality industry.
LEARNING DOMAIN: LD 2 Practical skills

: LD 8 Professionalism, ethics and moral
NOTES OF GUIDANCE:
1. The company appraisal is done by the supervisor at the end of WBL in each department.
2. Supervisor will submit the evaluation form to the WBL Industry Coordinator.
3. The WBL lecturer will collect the evaluation form during the final visit.
30 | D H M
Item Learning Criteria Unsatisfactory Below Average Good Excellent Total

Domain Average
1 2 3 4 5
Room Cleaning Unable to Perform Only able Able to Able to
Procedure to perform perform all
perform any below 5 perform 5 5-8
- detergent used, tasks tasks tasks tasks 9 tasks
housekeeping
equipment and
tools
- equipment and
cleaning agents
- trolley for room
cleaning
- room cleaning
LD 2: procedure
Practical according to the
1.
skills stipulated standard
- room attendant's
daily assignments
- guestroom quality
and cleanliness
- room status in room
attendant's daily
assignment form
- lost and found item
procedures
- proper sequence of
room makeup
Bathroom Cleaning Unable to Perform Only able Able to Can

- types of detergent tasks tasks tasks tasks 5 tasks
used,
housekeeping
equipment and
tools
- equipment and
cleaning agents
according to safety
standard
- trolley for bathroom
cleaning
- bathroom cleaning
procedure
LD 2: according to the
2.
Practical stipulated standard
skills - bathroom quality
and cleanliness
31 | D H M

Domain Average
1 2 3 4 5
Bed Making Unable to Perform Only able Able to Can
housekeeping
equipment and
tools
- equipment and
cleaning agent
according to
safety standard
- trolley for bed
LD 2:
3. making
Practical
- according to the
skills
stipulated
standard
- turn down service
and special
request
- bed making
standard
operating
procedure
Public Area and Other Unable to Perform Only able Able to Can
to perform perform all
Cleaning Area perform any below 4 perform 4 4-5
housekeeping
equipment and
tools
- equipment and
cleaning agent
according to safety
LD 2: standard
Practical - maid’s caddy for
4. skills public area cleaning
and other areas
- public area and
other area
according to the
standard
- quality and
cleanliness of public
area and other
areas
- minor maintenance
for public area
32 | D H M

Domain Average
1 2 3 4 5
Linen and Laundry Unable to Perform Only able Able to Can
Operation perform any only 1 task to perform perform all
- detergent used, tasks and not and perform 2 3 tasks 3 tasks
housekeeping able to complete complete tasks and and and
equipment and any cycles 1-3 cycles complete complet complete
tools in laundry 4-5 e 6-7 all cycles
- equipment and operation cycles in cycles in in laundry
cleaning agent laundry laundry operation
according to operation operatio
safety standard n
- laundry cycle in
LD 2: laundry operation
5. Practical a. Collecting soiled
skills linen
b. Sorting and
repairing
c. Washing
d. Drying
e. Ironing
f. Finishing and
folding
g. Storing
h. Delivering
Linen and Uniform Unable to Perform Only able Able to Able to

Room perform any below 5 perform 5 5-8
- activities in the tasks tasks tasks tasks 9 tasks
linen and uniform
room
- linen care
according to the
label
- guest laundry
service
- cleanliness of
guest laundry
- proper records of
linen and uniform
LD 2: ordered, received,
Practical processed and
6. issued.
skills
- cleanliness of
laundry and linen
store
- linen purchasing -
Par Level
- linen issuing and
inventories
- par stock level
33 | D H M

Domain Average
1 2 3 4 5
Hygiene, Safety and Unable to Perform Only able Able to Can
Security perform any below 4 perform 4 4-5
- fire prevention tasks tasks tasks tasks 6 tasks
- security in
guestrooms
- employee and
guest theft
procedures
LD 8: - appropriately theft
Professio in the organization
7. nalisme, - sanitation,
ethics and
moral regulation and
standards of
housekeeping
procedure
- hygiene, safety and
security in all
housekeeping
operations.
TOTAL MARK
Percent Score = ( /35) x 60%
Comments/recommendations:
To be completed by Mentor/Industry Supervisor:
Name :
Position : Date :
Signature : Company/organization stamp:
34 | D H M
A4.2 INTERVIEW
RUBRIC FOR INTERVIEW – 10 %

Credit Hours : 8
Class :
Academic Session :
MARKS: 10 marks
CLO1: Display roles and function of housekeeping department in hotel operation (P3, PLO2)
PLO2: Perform practical skills professionally in accordance with the ethical, moral and
legal practice in tourism and hospitality industry
LEARNING DOMAIN: LD2 Practical Skill
35 | D H M
NOTES OF GUIDANCE:
1. You will be formally interviewed by a course lecturer during his/her final visit
regarding the roles and functions of the housekeeping department.
2. The interview session must cover the following areas:
a. Housekeeping department orientation
b. Room cleaning
c. Public area
d. Linen and laundry
e. Hygiene practices
3. Please refer to the list of questions provided.
No. Item Remark
1. Content Complete interview about roles and function of the

housekeeping department
- room cleaning, public area, linen and laundry and

hygiene practices
Complete interview about roles and function of a front
office staff in hotel operation.
- Front Office Orientation, Basic skills of front office staff,

reservation procedures, check-in procedures, check -out
procedures
2. Recommendation Recommendation to improve skills in housekeeping and
front office department.
36 | D H M
INTERVIEW QUESTION FOR WORK BASED LEARNING
DTA5018 HOUSEKEEPING OPERATION
Instructions: Please indicate your opinion by circling the numbers below
Scale Indication Score
Developing
1. The response was disjointed and difficult to follow.

2. There were some points made in the response, but they
1
were not put into a framework.
3. There was little elaboration used in each response.
4. The interviewee seemed uncomfortable in the interview.
Adequate
1. The response was clear and organized.

2. The points used in the responses were specific to the
questions.
2
3. Each response contained an elaboration using examples
from experience or from job tasks.
4. The interviewee was prepared and comfortable during the
interview.
Accomplished
1. The response used language that enhanced clarity and a

format that was structured.
2. The points were very specific and highly organized
according to the questions. 3
from experience and from job tasks.
4. The interviewee seemed very self- confident throughout the
interview process.
NO. QUESTION/STATEMENT Developing Adequate Accomplished
1. Describe job description for room attendant. 1 2 3

Explain the relationship between housekeeping
2. 1 2 3
and maintenance department.
Explain basic Code of Conducts for Hotel
3. 1 2 3
Industry
4. How to enter guest room in hotel. 1 2 3
Clarify hotel cleaning equipment used by
5. 1 2 3
housekeeping.
6. Explain room cleaning sequence 1 2 3
7. How to clean and inspect guest bathroom 1 2 3

Explain cleaning agents used in hotel
8. 1 2 3
housekeeping
9. Describe the term 'Lost and found'? 1 2 3

Explain steps for cleaning glasses and
10. 1 2 3
windows?
What three factors should be considered when
11. 1 2 3
setting par levels for linen?
12. Explain procedures for handling thefts 1 2 3
What are the ways that the hotels can
implements to train their employees and
13. 1 2 3
educate their guests on the safety and
security?
Mention the emergency procedure for fire in
14. 1 2 3
the hotel.
How do you handle stressful situation and
15. 1 2 3
working under pressure.
SCORE: 15 X 3 = 45 MARKS
TOTAL SCORE: ___ / 45 X 10 = ___
A4.3 PRESENTATION
RUBRIC FOR PRESENTATION – 15 %

Credit Hours : 8
Class :
Academic Session :
MARKS: 80 marks

operation. (P4, PLO2)

LEARNING DOMAINS: LD 2 Practical skills

NOTES OF GUIDANCE:
1. Each student must do a presentation to explain the task given.

2. Each student is given 10 minutes to present and 5 minutes for Q & A session.
3. Prepare 16 slides that cover the following items:
a) Title – 5m
b) Introduction to department – 5m
c) Organization chart – 5m
d) Standard Operating Procedures (SOPs)
 Room cleaning – 15m

- Diagram
- Photos
- Explanation
 Public Area and Other Cleaning Area – 15m

- Diagram
- Photos
- explanation
 Linen and Laundry Operation – 15m

- Diagram
- Photos
- explanation
 Hygiene, Safety and security – 15m

- Diagram
- Photos
- explanation
e) Conclusion and Recommendation – 5m
4. Presentation will be conducted based on academic calendar.

A4.4 REFLECTIVE JOURNAL
RUBRIC FOR REFLECTIVE JOURNAL – 15 %

Credit Hours : 8
Class :
Academic Session :
MARKS: 50 marks

operation (P4, PLO2)
PLO2: Perform technical skills in accordance with ethical, moral and legal
practice in tourism and hospitality industry.
LEARNING DOMAINS: LD2 Practical Skills

NOTES OF GUIDANCE:
1. Reflective journal is recording ideas, personal thoughts and experiences as well

as reflections and insights a student have in the learning process of a course.
2. For this course, you are required to produce one reflective journal.
3. Record the activities that you have done in a reflective journal on a weekly
basis.
4. Make sure supervisor verify your reflective journal at the end of the weekly
report.
5. At the end of the semester, your reflective journal should have covered four areas:
a. Room Cleaning
b. Public Area or other Cleaning Area
c. Linen and Laundry Operation
d. Hygiene, Safety and Security
6. Refer to the rubrics given to guide you in writing the reflective journal.
7. Show your reflective journal to your course lecturer during his/her visit to be
verified.
8. Submit your reflective journal to your course lecturer during his/her final visit (14th
week).
9. 5 percent (%) will be deducted from the total marks for late submission.
Item Learning Dimension Missing or Developing Accomplished Exemplary Weightage Sub-

Domain Unacceptable total
0 1 2 3 4 5 6 7 8 9 10
Little or no Satisfactory Show good Show very
understanding understandin understanding good
Reflect on of the task. No g of the task. of the task. understandi
standard improvement Diagram is Diagram is ng of the
operating on the job. provided but labelled task. Highly
1. procedures Diagram is poorly properly with competent 2 /20
(SOPs) for missing. Little labelled or few and fast
housekeepin explanation. incomplete. inaccuracies. learner.
g operations Some Explanation is Diagram is
explanation almost clear. labelled
is given but properly
not clear. and
Too many Too many Some There are
explained
spelling and spelling and spelling and no serious
grammar clearly.
grammar
grammar grammar errors but errors.
2. LD 2: Mechanics errors that errors that they do not 1 /10
affect the
Practical affects affects understandin
Skills understanding understandi g of the
content.
of the content. ng of the
Only 1 area is content.
Only 2 areas Only 3 All 4 areas
3. Completion 1 /10
covered are covered areas are
covered
are
covered
None of your Feelings and Feelings and Feelings
feelings and thought are thought are and
thought is
revealed in any revealed in revealed in thought
of the entries. few of the most of the are
Feelings Improvement entries. entries. revealed in
4. and and 1 /10
Thought all or
recommendatio
ns are either almost of
missing or the entries.
significantly Some
lacking.
improveme
nt and
Sub-total (add up):
recommen
dations are
Percent Score = (Sub-total /50) x 15%
given.
To be completed by Student’s Supervisor:
Name :
Position : Date :



Course Name : Front Office Operation
Credit Hours : 8
Class :
Academic Session :
MARKS: 60 marks

CLO2: Perform basic skills in operating procedures office in hotel operations. (P4, PLO2)
CLO3: Practice Standard Operating Procedures for reservation, check in, check out and
special procedures.

LEARNING DOMAINS: LD 2 / Practical skills
NOTES OF GUIDANCE:
1. The company appraisal is done by the supervisor at the end of WBL in each
department.
3. The WBL lecturer will collect the evaluation form during visit / observation.
4. At the end of the semester, based on company appraisal students should have
covered five areas:
a. Orientation
b. Basic Skills
c. Reservation
d. Check in
e. Check out

Domain average
1 2 3 4 5
Orientation Student does Student is Student meets Student Outstanding;
- Display not meet blow job exceeds job student
appropriate expectations at expected expectations expectations exceeds
personality all. performance; with normal or with an expected job
and attitudes. meets only a average above performance
- Able to few performance. average
describe the requirements. performance
front office level
1. work area
- Recognize to /5
job scope, job
specification
and its
functions.
- Display
professionalis
m ethics and
moral in job
Basic Skills
routines Student does Student is Student Student Outstanding;
- Display not meet blow meets job exceeds job student
appropriate expectations at expected expectations expectations exceeds
communication all. performance; with normal with an expected job
LD 2: techniques. meets only a or average above performance
Practical skills - Show product few performance average
knowledge requirements. . performance
LD 8: skills level
Professionalis - Perform giving
me, ethics and direction /5
moral standard
operating
procedures
- Apply
appropriate
sales technique
2. - Apply
telephone skills
procedure
- Use of
information
sources
effectively
- Use
contemporary
information and
technology
devices

Domain average
1 2 3 4 5
Reservation Student does Student is Student Student Outstanding;
- Differentiate types not meet blow meets job exceeds job student
of reservations expectations at expected expectations expectations exceeds
- Identify document all. performance; with normal with an expected job /5
3. use for reservation meets only a or average above performance
- Perform SOP for few performance average
reservations requirements performance
level
Check in Student does Student is Student Student Outstanding; /5

- Perform basic not meet blow meets job exceeds job student
check in expectations at expected expectations expectations exceeds
procedures all. performance; with normal with an expected job
- Perform meets only a or average above performance
4.
registration few performance average
LD 2: Practical
procedures requirements performance /5
skills level
- Apply method of
payment
LD 8:
Professionalis Check out Student does Student is Student Student Outstanding;
me, ethics and - Demonstrate skills not meet blow meets job exceeds job student
moral on check out expectations at expected expectations expectations exceeds
procedures all. performance; with normal with an expected job
- Identify meets only a or average above performance
few performance average
documentation for
requirements performance
check out
level /5
- Handle payment,
5. handle check out
procedures
- Handle guest
complaint and
feedback
- Update current
room status
TOTAL MARK / 50
Percent Score = ( / 50 ) x 60%
Comments/recommendations
Name :
Position : Date :

A5.2 INTERVIEW

Credit Hours : 8
Class :
Academic Session :
MARKS: 10 marks
CLO1: Display roles and function of housekeeping department in hotel operation (P3,
PLO2)

moral and legal practice in tourism and hospitality industry
LEARNING DOMAINS: LD 2 / Practical Skill
NOTES OF GUIDANCE:
1. Youwill be formally interviewed by a course lecturer during his/her final visit

regarding the roles and functions of the front office department.
2. The interview session must cover the following areas:
f. The roles and function of Front Office Department
g. Basic skill of Front Office Assistance
h. Reservation procedures
i. Check-in procedures
j. Check-out procedures
3. Please refer to the list of questions provided.
DTA5028 FRONT OFFICE OPERATION
Instructions: Please indicate your opinion by circling the numbers below:
Developing
1. The response was disjointed and difficult to follow. 1

4. The interviewee seemed uncomfortable in the
interview.
Adequate

questions. 2
3. Each response contained an elaboration using
examples from experience or from job tasks.
4. The interviewee was prepared and comfortable during
the interview.
Accomplished
1. The response used language that enhanced clarity and

a format that was structured.
2. The points were very specific and highly organized 3
according to the questions.
3. Each response contained an elaboration using
examples from experience and from job tasks.
4. The interviewee seemed very self- confident throughout
the interview process.
NO. QUESTION Developing Adequate Accomplished

Describe job description for front office
1. 1 2 3
assistance.
Explain the relationship between front office
2. 1 2 3
and housekeeping department.
What are the roles and function of night
3. 1 2 3
auditor
How to handle the phone call
4. 1 2 3
Explain the room types and room rates
5. 1 2 3
How to gives the direction to the guest
6. 1 2 3
How to transferring the call from outside
7. 1 2 3
How to identify the guaranteed and non-
8. 1 2 3
guaranteed guest
How to take the reservation through phone
9. 1 2 3
How to handle the group reservation check in

10. 1 2 3
What do you understand with the overbooking

11. 1 2 3
How to check-in the guest
12. 1 2 3
Explain the registration procedures
13. 1 2 3
How to do the upselling technique in front
14. 1 2 3
office
How to book the flight ticket for guest
15. 1 2 3
How do you handle the lost and found
16. 1 2 3
Perform the check-out procedures
17. 1 2 3
How to respond the guest’s feedback and
18. 1 2 3
complaint
What document you need to take from guest
19. 1 2 3
during check-out
How to check the minibar from the room
20. 1 2 3
during check-out
A5.3 PRESENTATION

Credit Hours : 8
Class :
Academic Session :
MARKS: 80 marks

CLO2: Perform basic skills in operating procedures office in hotel operations. (P4, PLO2)

legal practice in tourism and hospitality industry.

NOTES OF GUIDANCE:

a) Title – 5m
 Basic Skills of Front Office Staff – 15m
- Diagram
- Photos
- Explanation
 Reservation Procedures – 15m

- Diagram
- Photos
- Explanation
 Check-In Procedures – 15m

- Diagram
- Photos
- Explanation
 Check- Out Procedures – 15m

- Diagram
- Photos
- Explanation


Credit Hours : 8
Class :
Academic Session :
MARKS: 50 marks

CLO2: Perform basic skills in standard operation procedures for front office in hotel
operations. (P4, PLO2)

NOTES OF GUIDANCE:

basis.
report.
a. Basic skills in Front Office
b. Reservation
c. Check In
d. Check Out
verified.
week).
9. 5 percent (%) will be deducted from the total marks for late submission.
Item Learning Dimension Missing or Developing Accomplished Exemplary Weightage Sub-

Domain Unacceptable total
0 1 2 3 4 5 6 7 8 9 10
understanding understandin understanding good
of the task. No g of the task. of the task. understan
improvement Diagram is Diagram is ding of the
Reflect on on the job. provided but labelled task.
standard Diagram is poorly properly with Highly
operating missing. Little labelled or few competent
1. procedures explanation. incomplete. inaccuracies. and fast 2 /20
(SOPs) for Some Explanation is learner.
housekeepin explanation almost clear. Diagram is
g operations is given but labelled
not clear. properly
and
explained
clearly.

spelling and spelling and spelling and no
grammar grammar grammar serious
errors that errors that errors but grammar
2. Mechanics affects affects they do not errors. 1 /10
LD 2: understanding understandi affect the
Practical of the content. ng of the understandin
Skills content. g of the
content.
Only 1 area is Only 2 areas Only 3 All 4
3. Completion 1 /10
covered are covered areas are
covered
areas are
covered
thought is
revealed in any revealed in revealed in thought
of the entries. few of the most of the are
Improvement entries. entries. revealed in
and
all or
recommendatio
ns are either almost of
Feelings
4. and missing or the 1 /10
Thought significantly entries.
lacking.
Some
improvem
ent and
recomme
ndations
are given.
Sub-total (add up):

Name :
Position : Date :


Course Name : Food and Beverage Operation
Credit Hours : 8
Class :
Academic Session :
MARKS: 60 marks

CLO2: Perform the knowledge and skills of food and beverage service and its related
department, according to food and beverage department standard of operating
procedures. (P4, PLO2)
CLO3: Demonstrate knowledge and skills of using utensils and equipment in the food and
beverage departments and its related department, according to standard operating
procedures as a team (A3, PLO3)

PLO3: Practice effective communication skills, leadership and teamwork in
delivering high quality service in tourism and hospitality industry.
LEARNING DOMAIN: LD2 / Practical Skills

: LD9 / Leadership and teamwork
NOTES OF GUIDANCE:
3. The WBL lecturer will collect the evaluation form during visit / observation.

Domain average
1 2 3 4 5
Chapter 2: Hygiene, Grooming and Personal Presentation
Professional Non-professional Student Student Student Student wear
LD 2: appearance and appearance, attire wear wear proper wear the
Practical and grooming proper attire proper completely
attire attire but but with attire but
skills serving attire
messy jewelry not with
1. concealed sneakers /5
LD 9:
Professionalis
m, ethics and
moral
Chapter 3: Basic Technical Skill and Mise en Place
Student unable to Student able Student able Student able Student able
implement basic to implement to implement to implement to implement
Basic technical
technical skill, certain basic several basic most basic all basic
skill and mise en mise en place and technical technical technical technical skill,
place side board skill, mise en skill, mise en skill, mise en mise en place
preparation. place and place and place and and side
Sideboard side board side board side board board
2. /5
preparation preparation. preparation preparation preparation
with efficient
and
professional
manner
Table set up Student unable to Student able Student able Student able Student able
set up the table to follow the to set up the to set up the to set up all
Table d’hote / cover accordingly table set up table cover variety table types of table
a’la carte / buffet according to according to cover cover
LD 2: the the according to according to
3. Practical restaurant / restaurant / the the restaurant /5
skills banquet banquet restaurant / / banquet
theme theme banquet theme
theme
Napkin are fold At least 2 3 types of 4 types of More than 6

uneven with types of napkin are napkin are types of
correct procedure napkin are fold almost fold even napkin are
and unable to fold almost even with with correct fold even with
laying out the table even with correct procedure correct
Napkin folding cloth accordingly correct procedure and able to procedure
4. and laying out procedure and able to laying out the and able to /5
and able to laying out table cloth laying out the
table cloth
laying out the table accordingly table cloth
the table cloth and neatly neatly and
cloth accordingly gently
accordingly

Domain 1 average
2 3 4 5
do the briefing to do some to do to do good to do
Standard procedure in briefing average briefing excellent
5. briefing standard procedure in briefing procedure in briefing /5
procedures standard procedure in standard procedure in
standard standard
LD 2: Student have don’t Student have Student have Student have Student
6. Practical Menu have any menu some menu an average good menu excellent
knowledge knowledge on the knowledge menu knowledge menu
skills
menu offer in the on the menu knowledge on the menu knowledge on
restaurant offer in the on the menu offer in the the menu
restaurant offer in the restaurant offer in the /5
restaurant restaurant
Chapter 4: Guest handling procedures
Demonstrate Perform any 2 Perform any Perform 5 Perform all Perform the
Knowledge basic guest 5 out of 9 out of 9 guest handling entire guest
and handling guest guest procedure handling
Understanding procedure handling handling without proper procedure
procedures procedures & correct with proper
of Guest
without with proper sequence sequence in
Procedures correct sequence. an efficient
- Practice sequence and
welcoming professional
guest manner.
- Practice taking
seat
- Perform serve
drinks
- Present and
explain menu to
the guest /5
LD 2:
Practical - Take orders
and give
skills suggestions
- Serve food and
beverages
- Clearing table
- Handle bills
(preparing and
giving bill)
- Express
gratitude (thank
you), clearing
7. and table
resetting

Domain average
1 2 3 4 5
Able to explain 1 Able to Able to Able to Able to
Explain category of food & explain 2 explain 3 explain all explain all
Category of disable to explain categories categories categories categories of
Food, Menu the sequence of the
and Sequence of food & of food & of food & food & able to
menu.
LD 2: (Appetizer/ able to able to able to explain the
Soup, Bread & explain explain explain the sequence of
8. Practical Butter/ Main some of the half of the sequence of the menu with /5
skills Course & sequence of sequence the menu. confident.
Accompanime
nt/ Dessert/ the menu. of the
Beverages) menu.
Chapter 5: Style of Service

Understand the Understan Understan Understan Understand
style of service for d the style d the style d the style the style of
table d’hote, a’la of service of service of service service for
carte and banquet for table for table for table
table d’hote,
and can apply the d’hote, a’la d’hote, a’la d’hote, a’la
basic serving carte and carte and carte and a’la carte and
method banquet. banquet. banquet. banquet. Can
Can Can Can served, apply
Serving Method: perform perform perform and
Table d’hote / different different different differentiated
9. /5
A’la Carte / types of types of types of the types of
Banquet serving this serving this serving
serving
method method this
correctly method method
but with 1- correctly correctly and
2 items are and confidently
missing or confidently
misplaced.
Student unable to Student Student Student Student able

follow the serving able to able to able to to follow all
Serving technique follow the follow the follow the serving
LD 2:
Techniques: accordingly serving serving several
technique
Practical technique technique serving
Coffee House /
10. skills accordingly accordingly technique accordingly /5
Banquet /
Theme with with 1- accordingl
2 items are y
Restaurant
misplaced.
Student unable to Student Student Student Student able

display all skill and able to able to able to to display all
knowledge for in- display display display skill and
room dining certain skill several most skill
knowledge for
service equipment and skill and and
knowledge knowledge knowledge in-room dining
for in-room for in-room for in-room service
Skill and
dining dining dining equipment
knowledge in service service service with efficient
11. /5
service equipment equipment equipment. and
equipment but not professional
complete.
manner.

Domain average
1 2 3 4 5
Student unable Student able Student able Student able Student able
to demonstrate to to to to
in-room dining demonstrate demonstrate demonstrate demonstrate
procedures certain in- several in- most in-room
all in-room
accordingly room dining room dining dining
Demonstrate in- procedures procedures procedures dining
12. room dining accordingly accordingly accordingly procedures /5
accordingly
procedures
with efficient
and
professional
manner.
Student unable Student Student Student able Student able

to identify the able to able to to identify to identify all
Know and beverage identify identify most the beverage
understand the equipment certain the several the beverage equipment
13. accordingly beverage beverage equipment /5
beverage equipment equipment accordingly
accordingly
equipment accordingly accordingly
Student unable to Student Student Student Student

understand the able to able to able to unable to
Understand the types of understand understand understan understand all
beverages and certain several d most
types of types of
14. ingredient types of types of types of /5
beverages and beverages beverages beverages beverages
ingredient and and and and ingredient
LD 2: ingredient ingredient ingredient
Practical
skills Student unable to Student Student Student Student able
prepared and able to able to able to to prepared
served the bottle prepared prepared prepared the right
beverages but unable and served and served
technique and
accordingly to serve the bottle the bottle
the bottle beverages beverages served the
beverages without with correct bottle
accordingly correct technique beverages
technique with correct
technique
with efficient
and
professional
Technique of
manner.
preparation and
15. /5
serving for
bottle beverages

Domain average
1 2 3 4 5
Chaper 6; Banquet , Event And Service
Meeting, Perform any 1 Perform any Perform 3 Perform 5 Perform all
Convention basic type of 2 basic basic types basic types of the basic
And Exhibition banquet setup types of of banquet banquet setup types of
Setup and not banquet set banquet setup
setup and and
completed up, but not with efficient
completed. completed. completed. and
Perform different
professional
types of banquet
manner.
setup
- Board room
16. - Classroom /5
- U shaped
- Hollow
shape
- Workshop
LD 2: - Theatre
Practical - Coffee break
skills
Unable to perform Able to Able to Able to Able to

Perform the wedding and perform perform perform perform
Wedding And reception setup reception wedding wedding and wedding and
Reception Set
Up setup only. and reception reception
reception setup and setup and
setup but completed. completed
17. not with efficient /5
completed and
. professional
manner.
Chapter 7: Beverage service

Know and identify the to identify to identify to identify to identify all
understand the beverage certain several most the beverage
beverage
equipment equipment beverage beverage beverage equipment
accordingly equipment equipment equipment accordingly
accordingly accordingly accordingly with efficient
18. /5
and
professional
manner.
LD 2:
Practical
skills Understand the Student unable to Student able Student Student able Student able
types of understand the to able to to to understand
beverages and types of understand understan understand all types of
ingredient beverages and certain types d several most types beverages
ingredient of beverages types of of beverages and ingredient
and beverages and
19. ingredient and ingredient /5
ingredient

Domain average
1 2 3 4 5
Technique of Student unable to Student able Student able Student able Student able
preparation prepared and to prepared to prepared to prepared to prepared
and serving for served the bottle and served and served most the right
bottle
beverages beverages certain several technique technique and
LD 2: accordingly bottle bottle and served served the
20. Practical beverages beverages the bottle bottle /5
skills accordingly accordingly beverages beverages
accordingly accordingly
TOTAL MARK /100
Percent Score = ( / 100 ) x 60%
Comments/recommendations
Name :
Position : Date :

A6.2 INTERVIEW

Credit Hours : 8
Class :
Academic Session :
MARKS: 10 marks
CLO 2: Displays the functions of Food and Beverage Department, according to Hotel Industry
standards. (P3, PLO2)
legal practice in tourism and hospitality industry
PLO3: Practice effective communication skill, leadership and teamwork in delivering

high quality service in tourism and hospitality industry
LEARNING DOMAINS: LD 2 Practical Skill
LD 9 Leadership and teamwork skill

NOTES OF GUIDANCE:
1. Students will be interview based on the roles and function of the department to the
lecturer
2. The interview session must comply the content below:
No. Item Remark
1. Content Complete interview about roles and function of the food and
beverage department according to hotel industry standard
- introduction to hotel and restaurant industry, introduction

to hygiene, grooming and personal presentation,
introduction to basic technical skill and mise en place,
guest handling procedures, style of service, banquet
event and service, beverage service.
2. Recommendation Recommendation to improve skills in food and

beverage department according to hotel industry
standard.
DTA6018 FOOD AND BEVERAGE OPERATION
Instructions: Please indicate your opinion by circling the numbers below
Developing

Adequate

questions. 2
interview.
Accomplished

interview process.
Developing Adequate Accomplished

NO. QUESTIONS
1. Describe job description for waiter/waitress. 1 2 3
Describe the professional waiter’s appearance,

2. 1 2 3
grooming and attire
Explain the relationship between Food and
3. Beverages Department and Housekeeping 1 2 3
Department
Clarify the basic types of restaurant silverware and
4. 1 2 3
tableware
5. Explain the mise-en-place procedure 1 2 3
6. Explain the basic table set up for table d’hote setting 1 2 3
7. Describe the different types of napkin folding 1 2 3
65
8. Explain the standard Guest Handling Procedure 1 2 3
9. Explain the course sequence for table d’hote menu 1 2 3
Categorized food into the different category

10. 1 2 3
(the food name given by interviewer)
Differentiate and explain between Coffee House /
11. 1 2 3
Banquet / Theme Restaurant service technique
12. Explain the basic beverage service equipment 1 2 3
13. Describe the type of beverage in restaurant 1 2 3
14. Explain the serving procedure of bottle beverage 1 2 3
Describe and explain the different types of banquet

15. 1 2 3
setup
66
A6.3 PRESENTATION

Credit Hours : 8
Class :
Academic Session :
MARKS: 80 marks


PLO2: perform practical skills professionally in accordance with the ethical,
LEARNING DOMAINS: LD 2: Practical skills
67
NOTES OF GUIDANCE:

a) Title – 5m
 Introduction to hotel and restaurant operation – 15m
- Diagram
- Photos
- Explanation
 Introduction to hygiene, standard grooming and personal presentation

– 15m
- Diagram
- Photos
- Explanation
 Introduction to basic technical skill and mice en place – 15m
- Diagram
- Photos
- explanation
 Guest handling procedures – 15m
- Diagram
- Photos
- Explanation
 Style of service – 15m

- Diagram
- Photos
- Explanation
 Banquet event and service – 15m

- Diagram
- Photos
- Explanation
68
 Beverage service – 15m

- Diagram
- Photos
- explanation
e) Conclusion & Recommendation – 5m
69

Credit Hours : 8
Class :
Academic Session :
MARKS: 50 marks
70
NOTES OF GUIDANCE:

basis.
report.
a. Guest Handling Procedures
b. Style of Service
c. Banquet Event and Service
d. Beverage Service
verified.
week).
9. 5 percent will be deducted from the total marks for late submission.
71
Item Learning Dimension Missing or Developing Accomplished Exemplary Weightage Sub-total

Domain Unacceptable
0 1 2 3 4 5 6 7 8 9 10
understanding of understandin understanding good
the task. No g of the task. of the task. understandi
Reflect on
improvement on Diagram is Diagram is ng of the
standard
the job. Diagram provided but labelled task. Highly
operating
is missing. Little poorly properly with competent
1. procedures 2 /20
explanation. labelled or few and fast
(SOPs) for
incomplete. inaccuracies. learner.
housekeepin
Some Explanation is Diagram is
g operations
explanation is almost clear. labelled
given but not properly
clear. and
explained
Too many Too many Some There
clearly.are
grammar grammar
grammar errors grammar errors but errors.
2. Mechanics that affects errors that they do not 1 /10
LD 2: affect the
Practical understanding of affects understandin
the content. understandin g of the
Skills content.
g of the
content.
Only 1 area is Only 2 areas Only 3 All 4 areas
3. Completion areas are are 1 /10
covered are covered covered covered
thought is
revealed in any of revealed in few revealed in thought
the entries. of the entries. most of the are
Improvement and entries. revealed in
Feelings recommendations
4. and
are either missing
all or 1 /10
Thought almost of
or significantly
lacking. the entries.
Some
improveme
nt and
recommen
Sub-total (addare
dations up):
given.
Name :
Position : Date :
Signature : Company/organization stamp
72

Course Name : Kitchen Operation
Credit Hours : 8
Class :
Academic Session :
MARKS: 60 marks

CLO2: Describe hygiene standard for kitchen in hotel operation (P2, PLO2)
CLO3: Perform basic skills in food production procedures for kitchen in hotel operations.
(P4, PLO2)
CLO3: Demonstrate industry-standard knowledge and skills regarding purchasing,
receiving, storing and issuing. (A3, PLO2)

LEARNING DOMAINS: LD 2 / Practical skills

: LD8 / Professionalism, ethics and moral
NOTES OF GUIDANCE:
3. The WBL lecturer will collect the evaluation form during the final visit.
73
Item Learning Criteria Unsatisfactor Below Averag Good Excelle Total

Domain y averag e nt
e
1 2 3 4 5
Kitchen Operation Unable to Perform Only able Able to Able to
Orientation perform any below 5 to perform 5-8 perform all
- Roles and tasks tasks perform 5 tasks 9 tasks
function of kitchen tasks
department
- Appropriate
LD 2: personality and
Practica attitude
1. - Kitchen brigade /5
l skills
- Job specifications
of a kitchen
personnel and
responsibilities
among positions
Hygiene and Unable to Perform Only able Able to Can

Sanitation perform any below 3 to perform 3-4 perform all
- Consist of tasks tasks perform 3 tasks 5tasks
personal hygiene tasks
LD 2: - Food hazards
- Food handling /5
2. Practical
and preparation
skills - Safety of
workplace
Purchasing Unable to Perform Only able Able to Can

- Covers the four perform any below 4 to perform 4-5 perform all
step-step control tasks tasks perform 4 tasks 6tasks
process of tasks
purchasing in
foodservice
establishment
- Perishable and
LD 2: non-perishable
3. Practical items /5
skills - Buying process
and establishing
purchasing
options and
contract
agreement.
74
Item Learning Criteria Unsatisfactor Below Average Good Excellen Total

Domain y averag t
e
1 2 3 4 5
Receiving, Storing Unable to Perform Only able Able to Can
and Issuing perform any below 4 to perform perform 4-5 perform all
- Covers the receiving tasks tasks 4 tasks tasks 6tasks
process, product
inspection and
product
discrepancies
- Storing process and
procedures followed
LD 2:
- Inventory
4. Practica management record /5
l skills system
- Issuing items
process and
procedures,
informal, formal
issuing and direct
Food Production Unable to Perform Only able Able to Can

- Consist of perform any only 1 task to perform perform 3 perform all
butchery skills of tasks and not and 2 tasks tasks and 3tasks and
poultry, meat and able to complete complete and complete 6- complete
fish and shellfish any cycles 1-3 cycles complete 7 cycles in all cycles
- Mise en place of in laundry 4-5 cycles laundry in laundry
food preparation operation in laundry operation operation
LD 2: - Food preparation operation
5. Practica time consuming /5
l skills - Food portioning
and garnishing
- Food presentation
and display.
TOTAL MARK
Percent Score = ( / 25) x 60%
Name :
Position : Date :
75
A7.2 INTERVIEW
DTA6028– ASSESSMENT RUBRICS: INTERVIEW (10%)

Program : Diploma in Hotel Management
Student Learning Time : 400 hours
Credit hours : 8
Class :
Academic Session :
MARKS: 10 marks
CLO1: Describe hygiene standard for kitchen in hotel operation. (P2,PLO2)
PLO2: Perform basic skills in food production procedures for kitchen in hotel
operations. (P4, PLO2)
LEARNING DOMAINS: LD 2: Practical Skill
76
NOTES OF GUIDANCE:
1. Students will be interview based on the roles and function of the department to the
lecturer.
2. The interview session must comply the content below:
No Item Remark
1. Content Complete interview about roles and function of the food and
beverage department according to hotel industry standard.
 Kitchen operation orientation, hygiene and sanitation,

purchasing, receiving, storing and issuing, food production.
2. Recommendation Recommendation to improve skills in food and beverage

department according to hotel industry standard.
77
DTA6028/ KITCHEN OPERATION
Instructions: Please indicate your opinion by circling the numbers below:
Developing

Adequate

questions. 2
interview.
Accomplished

interview process.
No. Questions Developing Adequate Accomplished
Describe job description for kitchen

1. 1 2 3
personnel.
Explain the roles and functions of kitchen
2. 1 2 3
department in hotel operations.
Describe the kitchen personnel appropriate
3. 1 2 3
personality and attitude .
Explain the standard personal hygiene in
4. 1 2 3
kitchen.
5. Explain about food hazards. 1 2 3
6. Describe food handling and preparation. 1 2 3
78
7. Describe workplace safety in kitchen. 1 2 3
Explain four-step control process for

8. 1 2 3
purchasing in foodservice establishment.
Distinguish between perishable and non-
9. 1 2 3
perishable items.
Explain formal and informal buying
10. 1 2 3
practices.
11. Describe the buying process. 1 2 3
Describe the product inspection and

12. 1 2 3
product discrepancies.
Differentiate between informal and formal
13. issuing process. 1 2 3
Explain the mise-en-place of food

14. preparation. 1 2 3
How do you prepare food portioning,

15. garnishing and plate presentation? 1 2 3
79
A7.3 PRESENTATION

Credit Hours : 8
Class :
Academic Session :
MARKS: 80 marks

CLO2: Perform skills in food production procedures for kitchen in hotel operations. (P4,
PLO2)

PLO2: Perform practical skills professionally in accordance with the ethical, moral
and legal practice in tourism and hospitality industry.
80
NOTES OF GUIDANCE:

a) Title – 5m
 Kitchen Operation Orientation – 15m
- Diagram
- Photos
- explanation
 Hygiene and Sanitation – 15m

- Diagram
- Photos
- explanation
 Purchasing – 15m
- Diagram
- Photos
- explanation
 Receiving, Storing and Issuing – 15m

- Diagram
- Photos
- Explanation
 Food Production – 15m

- Diagram
- Photos
- Explanation
81

Credit Hours : 8
Class :
Academic Session :
MARKS: 50 marks
CLO2: Perform skills in food production procedures for kitchen in hotel operations.
(P4, PLO2)
82
NOTES OF GUIDANCE:

basis.
report.
a. Hygiene and Sanitation
b. Purchasing
c. Receiving, Storing and Issuing
d. Food Production
verified.
week).
9. 5 percent will be deducted from the total marks for late submission.
83
Item Learning Dimension Missing or Developing Accomplished Exemplary Weightage Sub-total

Domain Unacceptable
0 1 2 3 4 5 6 7 8 9 10
understanding of understanding understanding good
the task. No of the task. of the task. understandi
Reflect on improvement on Diagram is Diagram is ng of the
standard the job. Diagram provided but labelled task. Highly
operating is missing. Little poorly labelled properly with competent
1. procedures explanation. or incomplete. few and fast 2 /20
(SOPs) for Some inaccuracies. learner.
housekeepin explanation is Explanation is Diagram is
g operations given but not almost clear. labelled
clear. properly
and
explained
clearly.
grammar grammar
grammar errors grammar errors but errors.
2. Mechanics that affects errors that they do not 1 /10
LD 2: affect the
understanding of affects understandi
Practica ng of the
the content. understanding
l Skills content.
of the content.
Only 1 area is Only 2 areas Only 3 All 4 areas

3. Completion areas are are 1 /10
covered are covered covered covered
thought is
revealed in any of revealed in few revealed in thought
the entries. of the entries. most of the are
Improvement and entries. revealed in
Feelings recommendations all or
4. and are either missing 1 /10
Thought or significantly almost of
lacking. the entries.
Some
improveme
nt and
recommen
dations are
Sub-total (add up):
given.
Name :
Position : Date :
Signature : Company/organization stamp
25
Lampiran B1: Borang Lapor Diri Pelajar

POLITEKNIK _____________________________
WORK-BASED LEARNING (WBL)

DIPLOMA PENGURUSAN HOTEL
BAGI SESI __________________ TAHUN_________________
BORANG LAPOR DIRI PELAJAR
Dengan ini saya mengesahkan bahawa pelajar ini telah melapor diri pada tarikh
_________________ untuk menjalani WBL di organisasi ini.
NO. MATRIK PELAJAR :_____________________________________________
NAMA PELAJAR :_____________________________________________
NAMA ORGANISASI : _____________________________________________

ALAMAT ORGANISASI :_____________________________________________
______________________________________________
______________________________________________
NAMA MENTOR/KOORDINATOR : _____________________________________________
NO. TEL. : _____________________________________________
E-MAIL : _____________________________________________
TANDATANGAN MENTOR/KOORDINATOR : ______________________________________
COP RASMI ORGANISASI:
Sila kembalikan salinan borang ini kepada alamat berikut atau melalui e-mel selewat-
lewatnya seminggu selepas tarikh melapor diri.
Ketua Program Diploma Pengurusan Hotel

Jabatan Pelancongan dan Hospitaliti
Nama dan alamat Politeknik
atau alamat e-mel : __________________________________
Perhatian : Sekiranya borang ini tidak dikembalikan, pelajar tersebut akan dianggap
tidak melapor diri untuk sesi WBL.
26
Lampiran B2: Maklumat Peribadi Pelajar
MAKLUMAT PERIBADI PELAJAR GAMBAR

WORK-BASED LEARNING (WBL) PELAJAR
DIPLOMA PENGURUSAN HOTEL
SESI ___________________ TAHUN __________________
MAKLUMAT PELAJAR :
Nama : _______________________________________________________________
(seperti di dalam kad pengenalan)
Program: _____________________________________ No. Pendaftaran: ______________________________
No. Telefon: __________________________________ No. Kad Pengenalan: ___________________________
Alamat Tetap:
___________________________________________________________________________________________
___________________________________________________________________________________________
Poskod:_______________ Bandar: _________________________ Negeri:___________________________
Alamat surat-menyurat (jika tidak seperti di atas):____________________________________________________
____________________________________________________________________________________________
Poskod: _______________ Bandar: _________________________ Negeri: ____________________________
Alamat e-mel (jika ada): ________________________________________________________________________
Bank: _________________________________________ Nombor Akaun: _____________________________
Jenis alahan: _________________________________________
MAKLUMAT PENASIHAT AKADEMIK:
Nama: _____________________________________________________________________________________
MAKLUMAT IBUBAPA / PENJAGA
Nama ibubapa/penjaga* : ______________________________________________________________________
No. telefon (Rumah):___________________________________ (Pejabat): __________________________
Nama alamat pejabat ibubapa/penjaga* : ___________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
Poskod: _______________________ Bandar: ____________________ Negeri: ________________________
MAKLUMAT PENJAGA UNTUK DIHUBUNGI SEMASA KECEMASAN
Nama : ____________________________________________________________________________________
No. telefon (Rumah): __________________________ (Pejabat): ________________________________

Alamat:
___________________________________________________________________________________________
___________________________________________________________________________________________
# Sertakan satu salinan muka hadapan buku bank

* Potong mana yang tidak berkenaan
27
Lampiran C1: Senarai Semak Fail Rujukan Industri
Bil Perkara Status
1 Surat penempatan
2 Senarai nama pelajar dan majikan
3 Borang lapor diri pelajar di industri *

4 Maklumat peribadi pelajar
5 Skop kerja di industri
6 Garis panduan WBL DHM
7 Takwim WBL DHM

8 Senarai Person-in-Charge di Politeknik
28
Lampiran C2: Borang Laporan Penyeliaan WBL DHM
POLITEKNIK ___________________________
PROGRAM DIPLOMA PENGURUSAN HOTEL (DHM)
BORANG LAPORAN PENYELIAAN WBL DHM

(PENILAIAN INDUSTRI)
(DHM-WBL OBSERVATION REPORT FORM-ASSESSMENT BY INDUSTRY)
Nama Mentor/Penyelia Industri: _______________________________________________

(Mentor’s/Industry Supervisor’s Name)
Nama Pelajar: ______________________________________________________________

(Student’s Name)
No. Kad Pengenalan & No. Pendaftaran Pelajar:___________________________________

(IC. No. & Student’s Registration No.)
TANDAKAN (√) PADA RUANG YANG BERSESUAIAN

(MARK (√) AT APPROPRIATE SPACE)

(VERY (VERY
POOR) GOOD)
Keupayaan menyesuaikan diri kepada
1 budaya kerja organisasi
(Ability to adapt to industry’s work culture)
Keupayaan belajar dengan cepat
2
(Ability to learn fast)
Keupayaan bergaul dengan rakan sekerja
3
(Ability to get along with colleagues)
Kemahiran berkomunikasi
4
(Communication skills)
Kemahiran Menulis
5
(Writing Skills)
Disiplin Semasa Berkerja: Ketepatan Masa
dan Rupa Diri
6
(Discipline at work such as Punctuality and
Personality)
Bertanggungjawab
7
(Responsibility)
Komitment
8
(Commitment)
Kemahiran Amali
9
(Practical Skills)
Berkongsi Ilmu dan Rajin Menimba Ilmu
10
(Sharing knowledge and Lifelong Learning)
Kejujuran
11
(Integrity)
Prestasi Keseluruhan
12
(Overall Performance)
29
Komen Organisasi:
(Company’s Comments)
___________________________________________________________________________________
___________________________________________________________________________________
___________________________________________________________________________________
___________________________________________________________________________________
Tandatangan Mentor/Penyelia: Tandatangan Penyelaras WBL Politeknik:

(Mentor’s/Supervisor’s Signature) (WBL Politechnic Coordinator’s Signature)
Cop Syarikat/Organisasi: Nama Penyelaras WBL Politeknik:

(Company’s Stamp) (WBL Politechnic Coordinator’s Name)
Tarikh/Date:
30
Lampiran C3: Senarai Semak Kandungan Kursus

C3.1 DTA5018 & DTA5028
POLITEKNIK ________________________________
SENARAI SEMAK KANDUNGAN KURSUS
CHECKLIST OF WBL COURSE CONTENT
SESSION _____________ YEAR ______________
DEPARTMENT : JPH PROGRAMME : DHM

CODE & COURSE NAME: DTA5018 HOUSE KEEPING OPERATION
DTA5028 FRONT OFFICE OPERATION
NO. COURSE CONTENT CHECKLIST

DTA5018 : HOUSE KEEPING OPERATION
1 1.0 House-keeping Department Orientation

1.1 Demonstrate skill and understanding of Housekeeping
Department
2 2.0 Room Cleaning

2.1 Display skill and knowledge of room cleaning procedure
2.2 Display skill and knowledge of bathroom cleaning procedure
2.3 Display skill and knowledge of bed making procedure
3 3.0 Public Area And Other Cleaning Area

3.1 Display skill and knowledge of Standard Operating
Procedure of Public Area and Other Cleaning Area
4 4.0 Linen And Laundry Operation

4.1 Display skill and knowledge of laundry operation
4.2 Display skill and knowledge of linen and uniform room
5 5.0 Hygiene, Safety And Security

5.1 Display skill and understanding of safety and security in
housekeeping operation
31

DTA5028 : FRONT OFFICE OPERATION
1 1.0 Front Office Orientation

1.1 Identify roles and functions of front office department in
hotel operations
2 2.0 Basic Skills Of Front Office Staff

2.1 Display appropriate communication techniques with guests
and colleagues
2.2 Practice effective telephone handling competencies
2.3 Use of information sources effectively
2.4 Use contemporary technology devices in front office
operation
3 3.0 Reservation Procedures

3.1 Demonstrate skills on reservation procedures conducted in the
front office
4 4.0 Checks-In Procedures

4.1 Demonstrate skills of check-in procedures at front office
4.2 Perform special procedures for front office
5 5.0 Check-Out Procedures

5.1 Demonstrate skills on check-out procedures at the front office
32
C3.2 DTA6018 & DTA6028

POLITEKNIK ________________________________
SENARAI SEMAK KANDUNGAN KURSUS
CHECKLIST OF WBL COURSE CONTENT
SESSION _____________ YEAR ______________
DEPARTMENT :JPH PROGRAMME : DHM
KOD & KURSUS : DTA6018 FOOD & BEVERAGE OPERATION

DTA6028 KITCHEN OPERATION

DTA6028 : KITCHEN OPERATION
1 1.0 Kitchen Operation Orientation

1.1 Display knowledge and understanding of the kitchen
operation.
2 2.0 Hygiene And Sanitation

2.1 Display knowledge and understanding of hygiene and
sanitation
3 3.0 Purchasing
3.1 Demonstrate knowledge and technical skills of purchasing.
4 4.0 Receiving, Storing And Issuing

4.1 Demonstrate knowledge of receiving.
4.2 Demonstrate knowledge and skills of storing
4.3 Demonstrate knowledge of issuing process.
5 5.0 Food Production

5.1 Demonstrate knowledge and skill of food production
33

DTA6018 : FOOD & BEVERAGE OPERATION
1 1.0 Introduction To Hotel And Restaurant Industry

1.1 Display knowledge and understanding of the hotel
and restaurant industry
2.0 Introduction To Hygiene, Grooming And Personal Presentation

2.1 Display knowledge and understanding of hygiene, standard
grooming and personal presentation
2 3.0 Introduction To Basic Technical Skill And Mise En Place

3.1 Demonstrate basic technical skills and mise en place
3 4.0 Guest Handling Procedures

4.1 Demonstrate knowledge and understanding of guest
handling procedures.
4.2 Demonstrate knowledge and understanding of course
sequence.
4 5.0 Style Of Service

5.1 Demonstrate knowledge and understanding of serving
methods and techniques
5 6.0 Banquet Event And Service

6.1 Display knowledge and understanding of serving methods
and techniques in banquet service
6 7.0 Beverage Service

7.1 Demonstrate knowledge and understanding of beverage
services
34
Lampiran D: Butiran Kursus-kursus WBL DHM

RINGKASAN KURSUS WBL DHM
SEMESTER COURSES LEARNING AREA ASSESSMENT PERSON-IN-
METHOD CHARGE
 Housekeeping  Company Appraisal Mentor/ Industry

Department Orientation (60%) Supervisor
 Room Cleaning
 Public Area and Other
DTA5018:
Cleaning Area  Interview(10%) Course Lecturer/
Housekeeping
Operation  Linen and Laundry  Presentation(15%) Observer
Operation  Reflective
 Hygiene, Safety and Journal(15%)
Security
5
 Introduction to Front  Company Appraisal Mentor/ Industry

Office Department (60%) Supervisor
DTA5028:  Basic Skill of Front Office
Front Office Staff  Interview(10%) Course Lecturer/
Operation  Reservation Procedures  Presentation(15%) Observer
 Check-in Procedures  Reflective
 Check-out Procedures Journal(15%)
 Introduction to Hotel and  Company Appraisal Mentor/ Industry

Restaurant Industry (60%) Supervisor
 Introduction to Hygiene,
Grooming and Personal
Presentation  Interview(10%) Course Lecturer/
DTA6018:  Introduction to Basic  Presentation(15%) Observer
Food and Technical Skill and Mise
 Reflective
Beverage en Place
Journal(15%)
Operation  Guest Handling
Procedures
 Style of Service
6  Banquet and Event
Service
 Baverage Service
 Kitchen Operation  Company Appraisal Mentor/ Industry

Orientation (60%) Supervisor
DTA6028:  Hygiene and Sanitation
Kitchen  Purchasing  Interview(10%) Course Lecturer/
Operation  Receiving, Storing and  Presentation(15%) Observer
Issuing Reflective
 Food Production Journal(15%)
35
Penasihat
Pengarah Kanan Akademik
Pengarah Bahagian Pembangunan Kurikulum
Penulis
Pn. Surina binti Hussin
Pn Hajjah Nor Haniza binti Mohamad
Pn. Norjumaahtul Adawwiah binti Ab. Majid
Encik khaairuddin bin Khalil
Sumbangan
Pn . Azian binti Ismail
Pn. Aylin binti Kamaruddin
En. Muhammad Fahmi bin Md. Sabri
Pn. Dayang Kamariah binti Tajul Maulok
Pn. Siti Norizan binti Hassan
Pn. Hanis Aliaa binti Ramley
Pn. Nurul Aida binti Mohd Nordin
Pn. Nurul Awanis binti Muhammad
Pn. Evelyn Hiuboy
Pn. Naisah Ujian
En. Mohd Haidrin Bin Mohd Aris
En. Kamarulizuan Bin Md Yasin
Pn. Ruhaizah Binti Duki
Pn. Zuhailah Binti Yusof
Pn. Nurul Shafigah Binti Daud
Penghargaan
Pn Hajjah Isnuraini binti Kassim @ Ismail
Dr. Samsuri bin Abdullah
36

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GARIS PANDUAN PELAKSANAAN

Garis Panduan Pelaksanaan Work-Based Learning

First Published 2016

De Advertising & Enterprise

SENARAI KANDUNGAN MUKA SURAT

BAB 3 HAL-HAL BERKAITAN 19

Lampiran A1 Senarai Semak Fail Folio Pelajar

Lampiran B1 Borang Lapor Diri Pelajar

Lampiran C1 Senarai Semak Fail Rujukan Industri

LAMPIRAN D Butiran Kursus-kursus WBL DHM,

PENGENALAN KEPADA WORK-BASED LEARNING DHM

BPK, BIPD dan

Pengambilan P&P di Politeknik P&P di industri

Rajah 1.1: Model Pelaksanaan WBL DHM

1.3 IMPAK WORK-BASED LEARNING KEPADA POLITEKNIK, PELAJAR, INDUSTRI

Antara impak tersebut adalah:

1.3.2 Impak kepada Pelajar

v. Meningkatkan kefahaman keperluan kerjaya melalui kemahiran yang

1.3.3 Impak kepada Industri

1.3.4 Impak kepada komuniti setempat

ii. Membuka ruang kepada kerjaya dan penguasaan teknologi.

iii. Membina keyakinan masyarakat terhadap program pendidikan politeknik.

iv. Membina asas ekonomi masyarakat yang produktif.

PELAKSANAAN WORK-BASED LEARNING DHM

2.1.1 Kelayakan Menjalani WBL

2.3 ARAHAN-ARAHAN PEPERIKSAAN DAN KAEDAH PENILAIAN

2.3.2 Pentaksiran WBL

Butiran kursus-kursus dan kaedah pentaksiran WBL DHM adalah seperti di

2.3.3 Pemantauan Pelajar

2.4 PERANAN POLITEKNIK, PELAJAR DAN INDUSTRI

2.4.1.1 Timbalan Pengarah (Akademik)/Timbalan Pengarah

i. Mempengerusikan Jawatankuasa Kerja WBL.

ii. Merancang dan memantau pelaksanaan WBL.

iii. Menyampaikan taklimat kepada penyelia industri sebelum sesi

iv. Mengenal pasti langkah penyelesaian ke atas isu-isu merentas

v. Memantau pelaksanaan pelan tindakan dan continual quality

vi. Memilih serta melantik Penyelaras WBL politeknik.

2.4.1.2 Penyelaras WBL Politeknik

i. Bertanggungjawab kepada Timbalan Pengarah

ii. Bekerjasama dengan Unit Perhubungan dan Latihan Industri

iii. Menyelaras dan menyelia:

• Takwim Pelaksanaan dan Pemantauan WBL.

• Fail Folio Pelajar (Rujuk Lampiran A1).

• Fail Rujukan Industri untuk diserahkan kepada industri

• Laporan Pelaksanaan, Pemantauan & Penilaian WBL

iv. Menyelaras mesyuarat berkaitan WBL mengikut arahan Timbalan

v. Memberi taklimat penyelarasan WBL kepada:

 Penyelaras WBL Program

2.4.1.3 Ketua Jabatan

i. Bertanggungjawab kepada Timbalan Pengarah

v. Memilih serta melantik

vi. Merancang Anggaran Belanja Mengurus (ABM) pelaksanaan

 Bayaran tuntutan (Perjalanan, Lojing, Makan & Pelbagai)

 Urusan-urusan kewangan lain yang berkaitan

vii. Mendapatkan maklumbalas pelaksanaan dan penilaian WBL

2.4.1.4 Ketua Program DHM

i. Bertanggungjawab kepada Ketua Jabatan.

• Bayaran tuntutan (Perjalanan, Lojing, Makan & Pelbagai)

• Urusan-urusan kewangan lain yang berkaitan.

2.4.1.5 Penyelaras WBL Program

i. Bertanggungjawab kepada Ketua Program.

ii. Menyediakan surat lantikan untuk Mentor/Penyelia Industri.

iii. Bekerjasama dengan Penyelaras WBL Politeknik, Unit

iv. Berperanan sebagai pegawai yang menghubungkan politeknik