Report On Kingwood Hotel Sibu

Prepared by Lau Tiew Yong

Part A – Introduction

History

Kingwood Hotel Sibu was formally established in April 1995. Its founder is Datuk Hii

Yii Peng and passed away in 2015 (Hotel, 2020). Kingwood Hotel Group become

Sarawak largest privately-owned and managed hotel chain which is located in Miri,

Kuching, Sibu, Mukah. Kingwood Hotel Sibu is the first four-star hotel in Sibu, and it

is also the only hotel in Sibu built next to the Rejang River (Sibu, 2020).

Core Business

The core business of Kingwood Hotel Sibu is to provide consumers with “affordable

high-quality services.” The rooms are elegantly furnished and equipped with modern

amenities providing comfort and convenience of a four-star hotel. It not only provides

accommodation services, but also has a large banquet hall that can accommodate

thousands of people. It is the first choice for large-scale events in Sibu (Sibu, 2020).

Vision

Kingwood Hotel Group’s vision is to become the king of hoteliers in Sarawak. In recent

years, ecological and cultural tourism has become a trend in Sarawak, and the state

government fully supports the development of tourism. Thus, Kingwood Hotel Group

seized this opportunity to pioneer its expansion in the hotel industry (Story, 2010).

Kingwood Hotel Sibu also completed a new expansion in 2010. Now it has a total of

420 rooms, which is the largest hotel in Sibu (Sibu, 2020).

Mission

Kingwood Hotel Group’s mission is to cooperate with the state government’s policy to

promote Sarawak’s local tourism industry. Therefore, Kingwood Hotel Group provides

high-quality hotel services to attract tourists. Besides, Kingwood Hotel Sibu also

operates a travel agency that provides services such as air tickets and hotel

accommodation for outbound and inbound travel. At the same time, Kingwood Hotel

Group’s policy is to give priority to the employment of locals and provide employment

opportunities everywhere. Until now, the group‘s hotels employ more than 500

employees (Story, 2010).

Organization Structure

The type of organization structure of Kingwood Hotel Sibu is Bureaucratic Structure.

Kingwood Hotel Sibu has a typical hotel organization structure. There is a director who

has the highest level of authority and goes through with different departments which

are the Rooms Division Department, Personnel Department, Accounting Department,

Marketing & Sales Department, Engineering Department, Purchasing Department,

Food & Beverages Department. The Bureaucratic Structure model allows everyone’s

responsibilities and roles to be clearly defined. In addition, authority distinctions in

Kingwood Hotel Sibu are clearly marked. These departments cooperate to ensure the

normal operation of the hotel and achieve higher goals (Sibu, 2020).

Part B (1) – Benefits or Features of the Service; How the Service

Meets Customer’s Needs

Kingwood Hotel Sibu provides the most “affordable premium service” in Sibu. It is the

first four-star hotel in Sibu and the only hotel in Sibu built on the Rejang Riverbank.

This is its most unique feature. In order to better benefit its passengers, it established

Sibu’s only Riverfront Cafe, Penthouse Bar & Cafe to satisfy its passengers. It provides

a wide range of services, including newly decorated rooms, various business facilities,

and venue services for large-scale banquet events. In addition, it also provides high-

level services of hotel facilities such as swimming pool, fitness center, exhibition hall,

and SPA room.

When Kingwood Hotel Sibu was founded, there were only 168 rooms and there were

not many hotel facilities yet. Kingwood Hotel Sibu was expanded in 2010 to reach the

current scale which has the only Riverfront Cafe in Sibu, provide fitness center service,

a new parking building and has 420 rooms that can be provided. In order to ensure

services meet customers’ needs, Kingwood Hotel Sibu regularly Provides service

training and assessment for employees. Before consumers leave, the staff will invite

them to fill out a feedback form to discover service problems. During different festivals,

Kingwood Hotel Sibu will also decorate the hotel to let consumers feel the joy of the

festival.

Part B (2) – SWOT

Strength

The strength of Kingwood Hotel Sibu is that it is the first four-star hotel in Sibu and it

is located on the side of the longest river in Malaysia, the Rejang River. The river-view

characteristic hotel developed by the river is its most differentiated strength in Sibu. It

built Sibu’s only floating restaurant, Riverfront Cafe and used the incredible panoramic

view of the river to set up a Coffee and Bar and swimming pool. The strength of the

beautiful river view has enabled it to successfully establish its distinctive positioning

among many hotels in Sibu. Kingwood Hotel Sibu is ranked No. 1 hotel in Sibu in the

minds of Sibu people, or all hotel booking platforms. Its unique features make it the

best choice for consumers to stay or hold large-scale events.