February 2015 - Terengganu

FEBRUARI 2015
Changes in lifestyle and demands in contemporary society
prepared using slow cook method gives the place an inviting
have made human needs more complex. People who can
atmosphere or scenery. The local cuisines should be authen-
choose what they want to eat, are beginning to become
tic to create the ‘sense of place’ which is unique to a particu-
more conscientious about dietary issues. In some parts of
lar environment. This fascination with famous dishes has
the world, people are bound by the religious restrictions
generated significant numbers people coming for a unique
such as Kosher and Halal will be more particular in choosing
culinary experience. Therefore, associating local cuisine with
and preparing the food. There are many parts of the world,
tourism by creating an awareness of the specific food for a
where as a result of poverty, these choices are simply not
specific region can be a key to creating a destination image.
available. Previous studies also found that education background, geography (urban versus rural), and the availability
Nevertheless, there still an overlap in understanding the
of resources highly influence food consumption and choices.
local ‘food’ and ‘cuisine’ concept especially in marketing a
In addition, the specific eating and cooking practices are part
tourist destination. In most cases, food is often associated
of the local cuisine identity of a specific geographic area.
with a specific type of dish or meal which is locally produced
Hence, the variation of food habits and patterns of consump-
and emphasises on the details of presentation as a sign of
tion either between or within a group of people indicate an
quality. Actually, the style of cooking and the use of specific
understanding of cuisine which has been extensively ex-
local ingredients is commonly referred to as cuisine. Never-
plored in the modern society.
theless, in order to market a tourist destination through a
selected or specific regional/local cuisine, a clear under-
In line with the discussion above, many people are starting
standing of the differences between both terms is crucial.
to realise that cuisine is not just to study of an appreciation
This could help in giving a better idea and direction on how
of food but also a platform for understanding of how raw
to fully utilise the regional/local food by means of exquisite
ingredients and food products are adapted to different occa-
cuisine characteristics so as to market the tourist destination
sions. This variation in preparation of food and ingredients
as a unique tourist destination experience. Alternatively one
are the appealing point which tourists like to experience.
can highlight distinctive features or enrich the main travel-
Utilising local cuisine as part of international destination
ling activities to market a tourist destination.
marketing strategies enable the destination marketing organisation to capture a different range of tourist market segments rather than being food tourist or foodies who are
merely craving for culinary experience. In France, for instance, ‘cassoulet’ which is a rich aesthetic values and is
Bertemakan “Perpaduan Transformasi Negara” program sambutan Maulidur Rasul 1436H peringkat UiTM
Terengganu yang melibatkan ketiga-tiga kampus iaitu Kampus Dungun, Kampus Kuala Terengganu dan
Kampus Bukit Besi telah berlangsung dengan jayanya pada 22 Januari 2015 bersamaan hari Khamis. Kemeriahan
sambutan Maulidur Rasul ini dapat dilihat apabila seluruh warga kampus UiTM Terengganu telah turut samasama meraikan program ini dengan menyertai perarakan dan berselawat ke atas Nabi junjungan secara beramairamai. Perarakan ini melibatkan kategori pelajar dan staf. Selain daripada pertandingan perarakan terbaik,
terdapat juga pertandingan sepanduk terbaik, kostium terbaik dan terbaik keseluruhan. Selain itu, Tokoh
Maulidur Rasul kategori staf (akademik dan bukan akademik) dan kategori pelajar juga turut diumumkan.
Antara bahagian yang melibatkan staf adalah terdiri daripada Bahagian Pentadbiran, Bahagian Hal Ehwal
Pelajar, Bahagian Hal Ehwal Akademik yang bergabung bersama Bahagian Penyelidikan dan Jaringan Industri
beserta Kelab Akademik, Bahagian Perpustakaan, Pejabat Bendahari, Hotel UiTM dan lain-lain. Manakala
bahagian pelajar pula adalah terdiri daripada pasukan Palapes, Brassband, Kesatria, Bomba, Kelab Kebudayaan,
Kelab Baitul Hadhari, Jawatankuasa Perwakilan Kolej dan lain-lain lagi. Perarakan sambutan Maulidur Rasul ini
bermula pada pukul 8.00 pagi dimana seluruh warga kampus UiTM Terengganu telah berkumpul di perkarangan
stadium gemilang seterusnya berarak secara beramai-ramai melalui jalan keluar ke Pos C dan melalui jalan
Pantai Teluk Lipat sehingga masuk semula melalui Pos A dan seterusnya ke Dewan Aspirasi.
Setelah tamatnya perarakan tersebut, program sambutan Maulidur Rasul ini diteruskan lagi dengan
ceramah daripada Sahibul Samahah Yang Berbahagia Dr. Haji Zulkifly Muda (Mufti Kerajaan Negeri
Terengganu). Tidak ketinggalan juga bacaan ayat-ayat suci Al-Quran turut diperdengarkan. Selain itu, terdapat
juga persembahan multimedia, persembahan nasyid, drama pentas serta pertandingan kuiz. Di akhir program,
pemenang-pemenang bagi setiap pertandingan telah diumumkan oleh pengacara majlis seterusnya majlis
penyampaian hadiah telah disempurnakan oleh Tuan Rektor UiTM Terengganu iaitu Prof Madya Dr Abdol
Samad Nawi diiringi oleh Pengerusi sambutan program iaitu Ustaz Wahairi Mahmud. Tahniah diucapkan
kepada semua yang terlibat dalam menjayakan program sambutan Maulidur Rasul 1436H pada kali ini dan
diharap program seperti ini akan diteruskan lagi di masa akan datang.
“Rasullullah, Tanpamu Siapalah Diriku.”
The hospitality sector is both supportive and dependent on tourism, which is the one of the most important revenue generators for Malaysia. More hotels are developed to cater to the demand for room and facilities and to fulfill customer needs and
wants. Customers will experience the products and services provided by the service provider during the service delivery process. Delivering quality services are essential to all hotels in today’s highly competitive market. However, customer relationships are broken when something goes wrong and service does not meet the customers’ expectation. The service failure will
affect the entire stay of a customer. In order to handle service failure, the hotels have to develop a service recovery program.
The success of service recovery affects customer outcomes such as customer satisfaction, re-purchase intention and positive
Word-Of-Mouth. In order to turn the dissatisfied into happy customers will acquire service recovery. Service recovery is an
umbrella term for systematic efforts by the hotels to correct a problem following a service failure and to retain customers’
goodwill. So… What should the hotels do? Perhaps start with the instructional justice, such as being empathetic and apologetic. Hotels should hear and also thank the guests for bringing up the problems as suggested in the model below. In procedural justice the whole process is clearly defined. Whereas distributive justice is about resolving the problem when it begins .
Classical Cuisine
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Classical cuisine actually started in the late nineteenth century and first half of the twentieth century and it was
started by the father of Cuisine, Auguste Escoffier.
Cooking is a technique and sometimes known as an art where the objective is to prepare food at home or commercially.
It can take place in a home or a restaurant kitchen.
Choosing the right ingredients for cooking is one of the most important aspect of the cooking process.
In classical cuisine either the method or the use of the ingredients will be the original ones.
Molecular Gastronomy
The hotels should document the service failure and recovery action for future to use and become the guideline for every employee. The report should also become a very valuable source in conducting service recovery training. Besides, Managers
should communicate and explain the model to the employees by conducting the proper training for each department and
attach the model at every working area or employee’s area as the checklist and reminder of handling complaints. The supervisors should remember the model during the daily briefing and ensure that all employees understand and are able to practice
it. Question and answer sessions are opened and exchanges ideas of handling customer complaints are needed. The supervisors also may empower the front office employees to apply service recovery within limits of certain parameters. For example,
to make customers happy after service breakdown, the front office employees can be authorized to give a complementary
fruit basket to the customer on behalf of the management without referring to the superior. In addition, the manager should
attach the customer complaint in Task Competency Indicators (TCI) and performance appraisals of every front office employee. To be confirmed in the position or get promoted, employees should achieve the TCI and gain good points in performance
appraisal. Human Resource also should give recognition to the employees who apply the model in service recovery and reduce
the service failure. The manager should give proper training continuously to their employees.
The hotel managers should play roles both in service recovery strategies and service excellence in order to tackle complaints
before it arises. If the hotels only practice the service recovery without improving their service level, it will increase the cost
and encourage the customers to complain because the customers will take advantage of the hotel by assuming the hotel will
entertain and pamper if they make compliants. Therefore, it is recommended that the hotels work towards crafting balanced
customer retention strategies.
REFERENCES
Beldona, S. and Prasad, K. (16-31 January 2009). Service recovery: When and how it works best, Fortnightly Insight for the Hospitality Trade.
Retrieved: http://www.expresshospitality.com/20090131/hospitalitylife02.shtml
Sumaco, F.T. (2011) Evaluation of Service Recovery Strategies at Front Office Department: The Case of a Five Star Hotel in Malaysia . Taylor’s
University, Malaysia. Retrived: http://iscthlr.turismo.wu-wien.ac.at/files/papers/p94_fullpaper.pdf
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Molecular gastronomy is also known as a culinology and it is refers to a modern style of cooking.
The molecular gastronomy is the modernization from science and innovation practices.
It is different from molecular gastronomy in all the three fields, technique, technology and science.
We can define molecular cooking as a culinary trend using new tools, ingredients, and methods.
Molecular gastronomy is combining all those methods and using advanced tools and equipment.
PATRONS
Assoc. Prof. Dr. Samad Abdol Nawi
Assoc. Prof. Madya Dr. Azemi Bin
Che Hamid
Assoc. Prof. Dr. Mazidah Puteh
ADVISOR
Gopala Krishnan
CHIEF EDITOR
Siti Nor Fadillah Ahmad Shariff
EDITOR
Mohd Azuan Bin Mohd Alias
LAYOUT AND GRAPHICS
Siti Nor Fadillah Ahmad Shariff