APU’s School of Global Hospitality and Tourism (SoGHT) students gained first-hand insights into luxury hotel operations during a two-day educational visit to Penang, featuring industry-sharing sessions, facility tours, and interactive discussions with hospitality leaders at the Eastern & Oriental (E&O) and Angsana Teluk Bahang hotels.

Image

Asia Pacific University of Technology & Innovation’s (APU) School of Global Hospitality and Tourism (SoGHT) provided students with a valuable opportunity to step beyond the classroom and experience the realities of the hospitality industry through a two-day educational visit to Penang.

The visit brought 29 Hospitality and Tourism students closer to industry practices through immersive experiences at two distinguished hospitality establishments — the iconic Eastern & Oriental (E&O) and Angsana Teluk Bahang hotels.

The initiative aimed to bridge academic learning with real-world industry exposure by allowing students to explore hotel operations, service excellence, sustainability practices and hospitality management.

The educational visit was organised and coordinated by SoGHT Senior Lecturer, Mr Shazeel Ali Sardar Ali, and accompanied by Ms Siti Fariza Muhamad Amin, Ms Varalakshmi Sugumar and Mr Mohamad Imaduddin Zainal Abidin.

The first day of the educational tour began with a visit to the historic Eastern & Oriental (E&O) Hotel, one of Malaysia’s most renowned heritage luxury hotels. 

Upon arrival, the students were warmly welcomed by Ms Angela Lim, Director of Human Resources, and Ms Parabah Loganathan, Assistant Human Resources Manager, together with the hotel’s management team.

During the session, students were introduced to E&O Hotel’s rich heritage, remarkable journey and evolution as a symbol of Malaysian luxury hospitality. 

The briefing highlighted the hotel’s vision, service philosophy and commitment to preserving its historical legacy while continuing to deliver exceptional guest experiences.

Following the presentation, students embarked on a guided tour of the hotel’s facilities, exploring its signature dining venues, including Sarkies, known for its international buffet and Peranakan influences; 1885, its elegant fine-dining restaurant; and Java Tree, a contemporary all-day dining venue.

The tour also included visits to various guest room categories, where students gained insights into luxury accommodation standards, room design, guest amenities, housekeeping practices and daily operational management. 

Through direct observation and interaction with hospitality professionals, students developed a deeper understanding of the precision, dedication and service excellence required within the luxury hotel sector.

On the second day, the educational visit continued at Angsana Teluk Bahang, a contemporary beachfront resort managed by the Banyan Group. 

The students were welcomed by Mr Nanta Kumar, General Manager, and Ms Sharon Chow, Learning and Development Manager, alongside the resort’s management team.

Ms Sharon shared valuable insights into the resort’s development journey, service philosophy, sustainability initiatives and the importance of continuous employee learning and development in creating memorable guest experiences. 

Students gained a better understanding of how organisational culture, staff development and operational excellence contributed towards delivering high-quality hospitality services.

The visit continued with a guided tour of the resort’s facilities, including food and beverage outlets, recreational amenities, meeting spaces and guest accommodations. 

This provided students with first-hand exposure to resort operations and how hospitality management was integrated within a leisure tourism environment.

One of the highlights of the visit was the interactive Question and Answer (Q&A) session with Mr Nanta, Ms Sharon and Heads of Department representing various operational divisions. 

Students actively engaged with the management team by asking questions related to hotel operations, leadership, career development, guest satisfaction, sustainability efforts and emerging trends in the hospitality industry.

The discussion provided students with valuable professional insights and advice from experienced industry leaders. 

The participation of department representatives further enriched the session by offering diverse perspectives across different areas of hotel operations.

For Hospitality and Tourism student Momo Tomita, the visit provided an opportunity to experience first-hand what had been taught in the classroom.

“I was surprised to learn that, although many hotels in Japan use self-service kiosks for check-in, face-to-face check-in is still preferred by many guests in some hotels,” she shared.

Meanwhile, Alkanova Aiana Ruslanovna described the visit as a valuable learning experience that expanded her understanding of hotel management, guest services and different hospitality concepts.

“Visiting these hotels helped us understand the hospitality industry better and expanded our knowledge beyond what we learn in class. 

“I am grateful to our lecturers for organising this trip and giving us the opportunity to gain new experiences and learn something new,” she said.

Zareen Qureshi highlighted how the experience transformed her understanding of customer service and its impact on guest satisfaction.

“This trip helped us connect classroom knowledge with real-world experience. We learned that customer service is not just about performing a job, but about making guests feel welcomed, respected and comfortable throughout their visit,” she shared.

The Penang educational visit successfully strengthened students’ understanding of hospitality operations by connecting academic theories with industry practices. 

Through meaningful engagement with hospitality professionals, APU’s Hospitality and Tourism students gained valuable perspectives that will support their future careers and prepare them to excel in the evolving global hospitality industry.