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Skytree Hotel Kuantan
Lim Ooi Chan A14A0277

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Final Report Skytree Hotel Kuantan Lim Ooi Chan (A14A0277).pdf

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https://www.youtube.com/watch?v=A4VbtvH-1NQ
Internship Video 2018 UMK, Lim Ooi Chan (A14A0277)

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I have been arranged to night shift for the last two days at cafe. As usual, I have to take order from guest and deliver food and beverage for them. I also have to clean up the work place before I went back to home. Suddenly I felt time flies and I gonna end up my internship program at Skytree Hotel very soon. Thank you for everyone that I met during my intern life.

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DAY OFF

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I work as morning shift these two days, from 6.30am to 2.30pm. Today I met a very polite and gorgeous guest. After he and his family finish for their breakfast, he help us to clear up like the photo show. This little action seriously warm my heart because he did to reduce our task volume.

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I have been arranged to work as night shift these four days from 4pm to 12pm. These few days I was learn to bake cake for breakfast and also events. One of the cake was show as below, which is kuih puteri ayu.

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DAY OFF

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These two days I work as morning shift, from 6.30am to 2.30pm. This is one of my memorable day because I able to manage 80 pax breakfast at the same time. This group of people check in for 25 rooms, and all of them came for breakfast at the same time. Even the situation was crowd with people, but I still able to handle with the guidance of my supervisor.

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Today I work from 2pm to 10pm, middle shift. I am happy with this arrangement because I need to work as morning shift tomorrow. I can sleep earlier tonight.

One of my colleague of morning shift can go back on time at 2.30pm as I come to work at 2pm. If not they have to work overtime until 4pm.

As I work at middle shift, I have to prepare and cut fruits such as watermelon, orange and honeydew for making fruit juice or salad.

According to my senior, for those who work middle shift need to sweep and mop the whole cafe. What I can do is just follow what they instruct me to do.

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These three days I work as night shift from 4pm to 12pm.

My daily job scopes as below:
-  Take accurate food and drink orders and key them into the system. There's nothing worse than getting an order wrong. It's frustrating for the server, the customer, and the chef.

- As a waitress, I have to always communicate with kitchen staff on orders or any issues. For example, some of guest are vegetarians, they will request not to put onion, garlic and meat for their food.

- I have to check in with customers to ensure they are enjoying their meal and that there are no problems. If there are problems, be sure to deal with customers complaints correctly and politely, as no one likes a rude waiter.

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DAY OFF

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I have been arranged to morning shift for Sunday and Monday. I felt tired when work at cafe compare to front office because of the arrangement of time table. I was lacking in sleeping time. However, the first thing I should learn is to be available to work flexible hours and be dependable.

Below is the example for breakfast of Monday. There will be one or two items are different everyday in case guest feel bored to the same menu. After guest has finished for their breakfast, I have to clear away dirty plates, glassware, flatware and clean tables.

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These four days I work as night shift from 4pm to 12pm. My colleague, Mimi and Wanis ask me to observe how they make cake, dessert and also homemade kaya. After this, I have to do it by myself. Everything can be easier if we follow the steps and flow. Senior of cafe already state down all the steps to bake cake and homemade kaya in a notebook.

Besides that, I have to do some cleaning duties such as sweeping and mopping the floor, tidying up the server station towards the end of the night. This is to always maintain a neat and clean dining area for customer in order to achieve their satisfaction level.

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DAY OFF

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Yesterday work until 12pm. Today have to work at 6.30am as morning shift. I only sleep for not enough than five hours after counting. HAHA! This gonna be  internship student's life.

Today is Monday. Breakfast is not that much compare than Sunday. People mostly checking out for their accommodations during Sunday. Hence, Monday will be a little relaxable than weekend.

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These four days I work as night shift at cafe, from 4pm to 12pm. Usually there are three staff include me to work at night shift because it will be slightly busy at dinner time.

My daily job scopes as below:
- Ensure the dining area is clean and hygiene.

- Present menu, answer questions and make suggestions regarding food and beverage to guest.

- Take order from guests, answer the queries about the menu.

- Deliver food and beverage to guest when ready.

- Remove plates and cutlery from the table when customers at the table are finished and bring them to the kitchen to be cleaned.

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DAY OFF

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Today I start to work at cafeteria department. I have been arranged to morning shift which is from 6.30am to 2.30pm. However, I have to work overtime until 4pm due to the shortage of manpower.

Morning shift's task included as below:
- Making beverage for guest who come in for breakfast, such as orange juice, coffee and tea.

- Ask guest to choose a la cart breakfast of the day, and transform their order to kitchen.

-  Served food to guest when ready, drink and bread were self service.

- Clean up the food and table when guest already finish their breakfast.

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These four days I also work as noon shift, from 3pm to 11pm.

Below is my daily job scopes:
- Answer all incoming calls and answer guests about the queries of hotel products and services.

- Forward incoming calls to the desired extension. For example, someone will tend to talk with manager. We have to ask for their name and also purpose for calling before we transfer the calls.

- I have to settle guest accounts by accepting cash, credit card or debit card during their check in process.

-  I have to update guests' credit transactions regularly, balance the cash and close the shift

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DAY OFF

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These two days I work as morning shift, from 7am to 3pm.

Checking out guest before 12pm is  the main task usually morning staff will do. I have to prepare guest bills and present the same for settlement at the same time of guest's departure.

Besides that, I have to notify to housekeeping department of all the check outs, late check outs, early check in and also special requests from guests.

Hence, I have to assign rooms and coordinate room status updates with the housekeeping department. This is to ensure the availability of rooms in cases of walk in guest and early check in guest.

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Today I work as noon shift, from 3pm to 11pm. However, I was assign to work at cafeteria due to the shortage of manpower.

I started with memorize the arrangement of tables. There are five sections of the table arrangement, A to E respectively.

Then followed by present menu to customers and taking order from them for their food and beverage. Once their order key in to the system by senior, they will start to making beverage accordingly.

After that I will serve food or beverages to customers, and prepare or serve with proper cutlery as required. Lastly, I have to clean the tables and their food after customers have finished dining.

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I work with my supervisor, kak Ili together as morning shift today. After my manager Ms Angel come to work place, she ask me to experience how housekeeping department run their procedure. Hence, I start to work at housekeeping department around 10am.

Today is Sunday. Mostly guests will check out on Sunday. It was slightly busy for front desk and also housekeeping department.

I was assign to level 2 and be an assistant to help. First, I help to take off all the blanket and towel. Then a housekeeper named kak Siti asked me to observe how the way she make bed become tidy and neat.

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Today I work as morning shift again, from 7am to 3pm

1. Counting cash float money
2. Fill in housekeeping form
3. Checking out guest
4. Collect remaining payment from guest
5. Update and balance payment transaction of guest profile
6. Renew the keys of accommodation
7. Update and inform housekeeping the rooms in check out or occupancy status.

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DAY OFF

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These few days I work as noon shift, from 3pm to 11pm. I decide to combine these four days and write my log activities together.

Everyday I do the same tasks. Start from counting petty cash, make breakfast coupon and checking in guest to the system.

These few days I met a very funny customer. He checked in around 8pm. Then he request to get 6 pieces detergents with my colleague. This is way too ridiculous 😂 My colleague said to the guest: “Sorry Sir, we only can give two pieces maximum.” After this he request again for 4 pieces. I wonder how come he is using those detergents just in short time. Haha 😂

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Morning shift, working alone from 7pm to 3pm.

There is 44 rooms check out for today. Some of guest request to check in early around 12/1pm. However, this hotel check in time is after 2pm. Yesterday the hotel is fully occupied, housekeepers need to take time to make up those rooms.

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These two days I have been arranged to morning shift, work together with my colleague, Lisha.

Below is my job scope of daily routine:
1. Counting float money
2. Renew all the room keys
3. Prepare guest's bill / tax invoice
4. Notify housekeeping of check out room, late check out and also early check in
5. Call guest and double confirm with them about their reservation
6. Balance the cash and close the shift

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Yesterday I have partner to work together. These two days I was work alone again as morning shift. It was a little bit difficult for me when I need go for washroom.

Morning shift can work alone because the tasks were not as heavy as noon shift. Checking out guest is much more easier compare to checking in guest. I just have to give the tax invoice or bill and also the balance of deposit to guest when they are going to check out. However, the procedure of checking in guest is more concern in system. We have to collect payment and key in guest information in database of the system.

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Today I work as morning shift. I work together with my colleague, Adda.

I feel gratitude because there is another person work with me. My task become lesser due to working two person. Yesterday I was working alone, even go to toilet also trouble me.

When I checking out guest, Adda will refund to guest if they have pay for deposit. When I fill in guest information on bill control report, Adda will renew keycard for new guest’s stay.

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Today I have been arranged to morning shift, from 7am to 3pm. I was working alone today due to the shortage of manpower.

As usual, I have to count for float money and make sure the cash in cashier tally with the system. I also need to fill up the housekeeping form before 9am. Housekeepers start come for work at 9am. Then I have to renew all the keys of accommodation when guests were check out. I need to also prepared guests' bill and present the same for settlement at the same time of guest's departure.

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This is the 2nd month for me to intern at Skytree Hotel Kuantan as receptionist. These two days I have been arranged to noon shift.

My daily tasks as below:
- counting float money and ensure cash in cashier balance with the figure in system.

- making breakfast coupon for guest tomorrow

- answer all the incoming calls, received & process the reservation via phone call or mail.

- verify with guest of their payment method and run a background credit check during check in.

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I apply two days on leave. Yesterday I work as morning shift then I took bus at 7.30pm from Kuantan to Kuala Lumpur. I went to Kuala Lumpur because I have to sweep my father’s tomb. This is also one of the Chinese culture to memorise people who already pass away. I will go back to work on 2/4/2018 Monday.

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I have been arranged to noon shift again for today. Tomorrow is my day off, hooray! 😆

Today me and my colleague received a group people from Raub Pahang who check in for 18 rooms at the same time. I feel blissful because I work with my supervisor today. She has so much of experience and expert to handle this circumstance. Before the group come for check in, my supervisor kak Ili already assign all the room and issued keys of their accommodations for them accordingly.

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Today I work as morning shift, from 7am to 3pm.

Time flies and I almost work for a month at front office department. I always did the same things for morning tasks.

I have to prepare bills and tax invoice for guest at the time of guest's departure. Some of guest may request for company cop at their tax invoice in order to claim with their company. Besides that, I need to notify housekeeping of all the guest's check out and late check out. This is convenience for them to clean up the room and also speed up their procedures.

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Noon shift , start working from 3pm to 11pm.

Below is my daily job scopes:
- answer all the incoming calls
- receives and process the reservation that request by regular or future guests
- Politely confirm the details of guest with confirmed reservation
- checking in guest and updates guest credit transaction regularly.

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Today I work as noon shift, from 3pm to 11pm.

Today I received a very annoying phone call from a guest. She tend to reserve a triple room in this coming Wednesday. I have to request for her contact number according to the procedures. This is conveniently for us to confirm reservations with those guest. However, she refuse to give her contact number and said that she will automatically call us when she really want the room. This is how we have to learn and overcome all the obstacles we faced during on duty.

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I have been arranged to morning shift again. Today I’m working alone from 7am to 9pm due to the same reason as yesterday, lacking people on duty.

Luckily today not busy as yesterday. I just check out guest and filling their information on bill control form. Then I have to renew the keycards when guest check out.

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Today I work as middle shift, which is from 9am to 5pm. This arrangement maybe due to lack of people on duty these few days.

I came to work and check out guest as usual like what morning shift staff will do. Then I been requested for do some photocopy at level two.

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Yesterday was my off day. Today I work as morning shift from 7am to 3pm. Today totally is one of the toughful day for me. My colleague didn’t came to work because of her kid injury. Then I force to work alone.

I have no idea many guest were check out by today. Actually check out procedures is much simple than check in procedures. I am still affordable with that. However, many of guest require to check in earlier around 2pm. Usually they tend to check in late around evening time. Then today I have to deal with them alone and there is a messy me at front desk. One more thing in trouble for my Black Friday, when guest came to check in at 2pm, the room is not ready yet! I’m getting nervous at front desk but I force to pretend like nothing and pamper those guests. Then they become impatience and start to blame why is the service so slow.

Reception department is quite challenging for me. Everyday need to confront and deal with different customer. There is still lot of things for me to learn in this department especially the way to manage with those uncivilised customers. I sincerely hope that I can overcome all the difficulties and frustration during my intern life.

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I have been arranged to noon shift again, from 3pm to 11pm.

As usual, I have to count petty cash before take over next shift and make breakfast coupon for guest tomorrow. Then I have to make phone calls to those guest who didn’t pick call from morning in order to confirm their reservation today.

There is a guest from Expedia tend to cancel her reservation, but already paid. My colleague said to the guest, payment for this time can bring forward to next stay. Maybe this is a way to keep their customers. Today Skytree Hotel full house again. Perhaps this is because school holidays period.

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Noon shift 3pm-11pm

Today Madam Hazi Hafizah Usolludin came to our internship workplace for site visit. There was a short talk session between madam and the operation manager, Mr David.

Madam and Mr David have a great communication. Madam concerns about our working attitude and also job responsibilities. Thank you madam Hafizah for the visit on behalf of our lovely entrepreneurship faculty.

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My working shift for today is morning shift from 7am-3pm.

Below is my daily job scopes:

- Check petty cash
- Checking out guest
- Refund them deposit before & give them tax invoice
- Making extra breakfast coupon if require
- Inform housekeeping which room already checked out
- Renew keycard
- Fill in bill control report
- Making phone calls to guest and confirm with their booking

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Noon shift 3pm-11pm

Noon shift on Sunday will not busy as weekdays. This is due to not that much people check in on Sunday.

My tasks for today:
- To receive and process the reservation request of regular or future guest.

- To process reservation from sales department or management.

- To answer all incoming calls

- To answer the queries about the hotel services and products

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My working schedule for today is noon shift, from 3pm-11pm.

- I have to register guest’s into their room

- During check in, I have to verify their payment method. For example, they may use debit or credit card to pay.

- I have to run a background of credit check after guest make for their payment.

- I also need to try to upsell  guest rooms. Today me and my colleague did it because all the rooms sold out and totally full house.

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When guest apply for CR, do not change the room rate first, ask guest fill in the form, then authorise particular amount. For example, the room rate is about rm108, we authorise rm250 first. Then after get the approval from management, charge guest the CR upon check out.

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Phone call reservation, 6 important tasks:
1. Date
2. Room types
3. How many night will be stay
4. Booking under who
5. Contact number
6. Reference: will be check in around what time

Give guest confirmation number accordingly.

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- while making breakfast coupon, manager ask me go level 2 for photocopy his documents.

- so many guest check in by today, full house

- many guest complained about WiFi lag & slow

- cancellation by two guests, one without notice

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- guest call to reception request Iron/ extra keycard/ hair dryer

- check in foreign guest, charge rm10 tourism tax per room per night ( in accordance with section 6 tourism tax Act 2017 ) charging tourism tax rate starts from 1st September 2017

- a guest from HK is sharing his previous experience when stay here.

- I have to deal with 3 person at the same time because my colleague having her dinner as well.

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Today is the 12th day I have my internship’s life as a receptionist at Skytree Hotel. I can’t attend for my company annual dinner due to I have been arranged to noon shift today. Many of my colleagues finish their work at 5pm and have their preparation to join for the dinner at Sungai Lembing. However, my manager Ms Angel promised to bring some food for us from the dinner.

Skytree Hotel can be considered as a business hotel. It will full house on weekdays usually because many of sales man and business man tend to stay here due to the lower price in town. However for weekend especially Sunday, less people will be check in at this hotel. It’s only 12 guest check in for today.

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Today is 11th I work as receptionist at Skytree Hotel Kuantan for this month. Maybe will rotate to others department next month. I have been arranged to noon shift today. Manager always advise staff come to work before 10 minutes.

There are three types of reservation for booking a room.
1. Walk in guest
2. Phone call reservation
3. Via online - Booking.com, Expedia & Traveloka

Today is Saturday. Plenty of guest walk in to book for their room. I served a woman for her reservation and she request one of us to bring her to view the room that she tend to check in on this upcoming weekend. She has lot of requirements along the room inspection with me. For example, she refuse to stay the room which confront with main road intersection that always occurs traffic accidents. As a receptionist on service line, I have to always satisfy my guest and provide incredible service to them.

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This is 10th days I work as front desk staff at Skytree Hotel Kuantan. I have been arranged to noon shift which is start working from 3pm to 11pm.

At the beginning, I make breakfast vouchers for guest tomorrow. Some of guests are purchased together with breakfast offers. For example, standard double room with breakfast 2 pax only for RM 108, without breakfast is RM 98. It’s only different RM 10. Total breakfast pax for today is 61 pax.

Today I already can check in guest slowly by myself. Job scope for noon shift staff mostly is check in for customer. I will greet them first, then ask for their identity card to register when they come forward to reception counter for check in. There will be registered information for regular guest in system because they have been stay here previously. Total guest who check in for today is 30 person.

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Finally it’s Wednesday! I’m that happy because tomorrow is Thrusday and it’s my off day. 😍
Today is the 9th day I have my intern’s life here. I been arranged for morning shift again. My favourite shift.

There will be a ‘Bill Control Form’ need to be filling in for every morning shift. I need to fill in guest’s information after they were check out. I have requested my colleague to snap me a photo while I’m filling in the form. Below is the attachment of the photo.

Besides that, I also learned a new task from my manager Mr David. That is we need to collect deposit from guest when they make booking for more than five rooms. According to Mr David, we have to collect half payment of the total room charges as deposit from guest if they are booking for five room and above. This is to secure their booking and also a safety plan for hotel if they cancel the booking in a sudden.

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This is the 8th day I practised at Skytree Hotel. I been arranged to morning shift today. Actually I like morning shift because can go home early. 😂

Today I have to make phone call for those who do a reservation before and going to check in by today. I need to double confirm with guest who make their booking in order to know whether they will come or not. Some of them perhaps will forget about their reservation. The purpose we call to confirm with them to avoid company loss and also as a soft reminder for them.

There are several steps to call guest in polite way. First is have to greet them first, for example good morning or good day Sir/ Miss. Then followed by ‘I am calling from Skytree Hotel Kuantan’. After that l only can double confirm with their types of room, how many night will be stay here, any requirement. Last and the most important, is to ask guest about what time they will be check in here. I need to note down in system after get their confirmation.

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Today is the 7th day I work at Skytree Hotel. Time flies and it was already one week been here. It’s morning shift again from 7am until 3pm.

Today I have learned about how to check guest’s room rate on system. Some of them can purchase their accommodation with corporate rate which is lower rate compare to normal room rate. Corporate rate only available for those who stay more than 5 nights at this hotel. They need to fill in a form in order to enjoy this lower rate.

How to know whether guest available for corporate rate or not? First I have to go to guest profile and then click into guest detail, then system will present guest’s previous transactions on the spot. If their previous records show them already stay for more than 5 nights, hence they are valid purchase in corporate rate.

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Today is the 5th day I intern at Skytree Hotel Kuantan. My timetable from morning shift changed to noon shift due the absentee of another staff at homestay  (other property of hotel’s founder). This arrangement was informed by manager yesterday.

I have learned about how to handle guest’s missing stuff in room for today. For example, when guest forget to bring their belongings or left something in the room, we will write the item at book which named ‘lost & found’ right after inform by housekeeper. Besides that, we will also write down the detail of item, guess name, room number, date when find it out and also staff who incharge at a piece of paper, and stick the paper together with item. This is convenient for guest when they come back to claim for their stuff.

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This is 6th day I work at Skytree Hotel Kuantan. There is morning shift for me which arranged by operation management and only sleep for 5 hours just now. 😂

Today, I have learned about how to fill in housekeeping form. There are four types of room check list which are occupied, check out, vacant dirty and vacant clean. Quick room system will show guest’s name when the room is occupied. After guest check out, we will deliver msg to housekeeping group and system will show the particular room as vacant dirty (VD). People who incharge room check service for the day will inform us after housekeepers have finish their job. Rooms are ready to sell when the room show vacant clean (VC) in the system.

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This is day 4th I work at Skytree Hotel Kuantan. My working shift for today is from 7am to 3pm as morning shift. Yesterday (Thrusday) is my off day.

What I have learned today is how to authorise a credit card. The purpose of authorisation is to hold particular amount from guest for their room charges. This is because some of them have no idea for how many night they will stay at hotel, hence allow us to hold certain amount from their credit card limit. According to my manager Mr David, the amount we hold only can valid for 7 days. Therefore, guest have to make payment before overdue.

Besides that, I also exposed to how the polite way to pick a phone call from guest. Normally guest will call in to the hotel to make a reservation otherwise there will be walk in guest to book for a room.

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This is the third days I intern at Skytree Hotel Kuantan. Today I have been arranged to morning shift which is work from 7am until 3pm. I same shift with a little chubby girl who name Adda but today do not have a good chance snap photo together.

I have to calculate float money and dump in cash of sales from previous shift in the strongbox with accurate amount no matter what shift I am. Then, I have to encode all the room keycard and put them in a new keycard folder.

Job scope of morning shift is slightly different when compared to noon shift. Noon shift is more focus on check in customer, however morning shift is concerned on check out customer. This is because check in period for guest is around 2pm until 9pm, whereas check out period is before 12pm.

After guest check out for their accommodation, I have to printed out their tax invoice or some how their called it as receipt. Then, I have to refund deposit to guest if required according to the bill. When they are completely finished the check out procedures, I have to fill in particular details such as room number, folio number, name of guest, refund amount and actual amount they paid for the room rate accordingly on Bill Control Report form.

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This is the second day of my internship’s life. Same as yesterday, I have been arranged to noon shift from 3pm until 11pm.

As usual, I open cashier and count for the float money and cash of sales to ensure amount is accurate. Then I started to make breakfast coupons for guest tomorrow. I key in F8 button to check at the system in order to know which room of guest purchase room rate together with breakfast promotion.

Today I start to check in guest along with the guidance by my colleague, Amirul and my assistant manager, Mr David. There is lot of steps to check in guest by using the room master system in computer. It’s abit complicated for me but I believe I will get used in one day soon. To check in guest, first is to get the identity card from them to fill in their basic information such as name and address in guest profile. Followed by double confirm with guest about their chosen of room types and how many night will be stay. Then check in button will only be click after guest are completely done for their payment.

Besides that, Ms Angel the manger of hotel also lead all the practical students including me go for a room visit in order to distinguish all the room types in hotel. This is to avoid staff to give information wrongly to guest in the future. There are six types of room in the hotel. Ms Aliah can refer my written report for more information about this hotel during submission date of the report. 😆

I have attached a photo below. He is my colleague Amirul for today. I feel gratitude because I learn uncountable things from him.

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Today is the first day for me to intern in Skytree Hotel Kuantan. I have been arranged to front office department for the coming days and weeks.

There are three shift in FO department. First shift is 7am until 3pm. Second shift is 3pm until 11pm. Third shift is 11pm until 7am. For today, I have been arranged to the second shift by manager in order to experience how they are working during noon shift.

Firstly, there was a self introduction among me and my other colleagues, then followed by a short briefing about the job scope as a front officer from my supervisor. Before we start working, we have to ensure the float money and cash of sales is accurate. Then, I have to prepare breakfast coupon for guest. According to my colleagues, the important thing is to remember all the room rate and distinguish between several types of rooms. This is to avoid mistake and misunderstanding during we recommend our product to guest.

They asked me to observe and focus how the ways they work and treat guest due to I’m still new to the environment. Tomorrow only I will be exposed to more details on check in and check out system.