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Observation of how restaurant operators properly meet the needs and expectations of guests.

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Date: 17 march 2025

Day: Monday

Time: 8am - 5pm

Objectives:

1. Ensures guests feel welcomed and valued

2. Maintain Cleanliness and Comfortable Dining Environment

3. Personalize the dining experience based on guest feedback

People involved:

1. Hostess

2. Waiters

3. Guests

Activities conducted:

1. Polite and formal ways to speak with guest

2. Learn the best way to approach and welcome guests during guest arrival

3. The correct manners to serve and explain about the food in details to guest

Remarks:

1. Communication about restaurant information clearly and politely

2. Explain the ingredients used in the dishes and provide a clear description of the restaurant’s menu

3. Present food using proper serving techniques.

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I am Syazlien Binti Che Hussain, matric number 285080, an intern student (A242) from Universiti Utara Malaysia. For my final year, I am completing my internship under the course code GHZX4908 Practicum at Grand Hyatt Kuala Lumpur.

I am undertaking my internship program for a duration of four months, commencing from 16 March 2025 until 18 July 2025, at Grand Hyatt Kuala Lumpur. The hotel is located at 12 Jalan Pinang, just steps away from the Petronas Twin Towers. It has been in operation since 2012.

The hotel operates under Hyatt Hotels Corporation, through an affiliation agreement with Bahagia Investment Corporation (Malaysia) Sdn Bhd.

During my internship, I am under the guidance of my supervisor, Dr. Hamimi Binti Omar. I have also worked under three different department managers during my internship period: Miss Nazira from THIRTY8 Restaurant, Mr. Gobinathan from Poolhouse Restaurant, and Mr. Affandi from the Concierge Department.

Throughout my time here, I have learned and explored a great deal of new knowledge related to tourist satisfaction during travel, the importance of providing quality facilities for tourists, explore the tourist attractions at Kuala Lumpur, the proper ways to serve and interact with guests, and I have also observed how the hotel delivers excellent services to its guests. This has enabled the hotel to maintain a strong performance and reputation as a prestigious establishment, while effectively achieving high levels of guest satisfaction.

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Promoting and explaining chargeable menu items to guests by offering "Chocolate Trolley" to guest.

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Date: 25 march 2025

Day: Tuesday

Time: 8am - 5pm

Objectives:

1. To increase revenue through effective upselling techniques

2. Ensure guests are fully informed about the features, ingredients, and prices of chargeable items to avoid confusion

3. Match recommendations with guest preferences and guest interest

People involved:

1. guest

2. waiter

Activities conducted:

1. Offering dessert (chargeable food) to suitable age of guest and]celebrations

2. Explain the food offered clearly

3. Interact and communication with guest closely

Remarks:

1. Explain about the price and taste clearly

2. Win the guest’s interest with warm and persuasive words by describing the chocolate trolley as a delightful and popular dessert that many guests love

3. Enhance the presentation of chargeable desserts by thoughtfully arranging the items and incorporating high-quality chocolate packaging as decorative elements to create a luxurious and display

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Date: 1 April 2025

Day: Tuesday

Time: 8am - 5pm

Objectives:

1. Learn proper serving techniques, plate arrangement, and food handling practices

2. Gain a deeper understanding of menu items, detail ingredients, cooking methods, and food presentation

3. To respond to guests' questions about the food being served with confidence and without hesitation

People involved:

1. Chef

2. Restaurant manager

3. Waiter

Activities conducted:

1. The chef explains the main ingredients used in the food being served

2. The chef demonstrates awareness of guests’ food allergies by clearly explaining which ingredients are used and ensuring that meals are prepared safely to avoid allergic reaction of the guest.

3. The chef explains the quality of the ingredients used in the dish, including details such as imported products, the specific type and cut of meat, and the overall texture and presentation of the food.

Remarks:

1. Inform that ingredients can be adjusted based on the guest’s preferences, such as for vegetarian or vegan guests.

2. Gaining knowledge about food allergy awareness, ingredients used, cooking methods, and food pricing.

3. Enhance communication skills

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Coordinate and carry out all necessary preparations for the event or ceremony - Dine with Chef Event

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Date: 9 April 2025

Day: Wednesday

Time: 9am - 6pm

Objectives:

1. Coordinate all logistical elements including venue setup, decoration table, and equipment

2. Facilitate effective communication by joining briefing with the event's team members

3. Enhance guest experience and satisfaction

People involved:

1. Chef

2. F&B manager

3. Restaurant operator

Activities conducted:

1. Offering guest the foods and drinks

2. Set up convenience event's space and decorations

3. Explaining the guest about the food offered in details

Remarks:

1. Improved organizational and planning skills

2. Enhance team's cooperation

3. Strengthened customer service and guest focus

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Set up the buffet dessert table with a visually appealing arrangement and elegant decorations to enhance presentation and attract guests

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Date: 17 April 2025

Day: Thursday

Time: 9am - 6pm

Objectives:

1. Gain practical experience in food presentation, layout, and design of event setting.

2. Arranging desserts and decorations that align with the event's theme or brand standards.

3. Ensure the dessert table is set up in accordance with food safety and hygiene regulations.

People involved:

1. Chef

2. Restaurant's team leader

3. Guest

Activities conducted:

1. Arranging the food layout

2. Wipes plates and cutleries

3. Decorate the table buffet attractively and appropriately

Remarks:

1. Enhance guest interest with the food

2. Effectively managed time and resources to complete the setup within the required timeframe

3. Demonstrated creativity and attention to detail in arranging desserts and choosing elegant decorations

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Serve food to guests using the pass-around service style during a standing event, ensuring smooth circulation and polite interaction with guests - Company Award Event

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Date: 25 April 2025

Day: Wednesday

Time: 9am - 6pm

Objectives:

1. Ensure polite, respectful, and engaging interaction with guests while serving food.

2. Practice correct tray handling, portion presentation, and safe food service procedures while moving through the crowd.

3. Strengthen confidence in guest facing roles through direct interaction in a crowd environment.

People involved:

1. Guest

2. VIP guest

3. Restaurant manager

Activities conducted:

1. Offering food and beverages by placing them on a tray and walking around to offer them to guests.

2. Communicate with guests by explaining the food being offered in detail to ensure awareness of any guest allergies

3. Clearing tables by collecting used plates and glasses into a tray and arranging the dirty dishes and cups neatly in the kitchen area.

Remarks:

1. Demonstrated professionalism and politeness while offering food and beverages to guests during the event

2. Effectively communicated with guests, clearly explaining menu items and being mindful of food allergies

3. Handled trays with care and maintained a smooth flow of service in a busy standing event environment

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Deliver buffet service based on a freshly chef-made concept, where dishes are prepared by the chef right after guest order to ensure freshness and an interactive dining experience - PoolHouse BBQ Buffet

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Date: 3 May 2025

Day: Saturday

Time: 9am - 6pm

Objectives:

1. Learn how freshly prepared, made-to-order dishes are executed in a buffet setting to ensure quality and freshness

2. Assist in creating an engaging dining experience by interacting with guests and conveying the live cooking concept.

3. Observe how chefs plate and present food for visual appeal, learning about garnishing, portioning, and aesthetics.

People involved:

1. Chef

2. Restaurant manager

3. event's guests

Activities conducted:

1. Explain the types of food offered and the process of how the food is prepared and served, and perform table clearing after the guests have finished dining

2. perform table clearing after the guests have finished dining

3. Ask guests about the food they would like to order, serve the food to the guests' table once it is cooked

Remarks:

1. Displayed excellent communication skills

2. Followed proper hygiene and safety practices

3. Showed initiative and teamwork in supporting both kitchen staff and service operations.

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Observe and memorize the hotel layout in relation to key places that guests frequently visit

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Date: 12 May 2025

Day: Monday

Time: 11am - 8pm

Objectives:

1. Develop In-Depth Knowledge of Hotel Facilities

2. Observational skills by paying close attention to layout changes, signage, and guest flow, ensuring up-to-date knowledge of all facilities

3. Responding to and providing accurate information about the operating hours to guests regarding the places they frequently visit

People involved:

1. Concierge Manager

2. Concierge Team Leader

3. Guest

Activities conducted:

1. Recognize of the locations that guests frequently ask about, such as the event hall, check-in and check-out lobby, the hotel's three restaurants, prayer room (surau), toilets, smoking area, parking validation area, and the pool

2. Responding to and giving correct directions to the places that guests wish to visit and explaining the guest about the food offered in details

3. Escort and assist guests to their intended destinations within the hotel while clearly and politely informing them about the location, using formal and proper language at all times

Remarks:

1. Improved communications skills

2. Strengthened self confidence

3. Gained positives feedback and reaction of the guests

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Handle guests' luggage and personal belongings carefully by assisting with delivery to their rooms and ensuring all items are kept safe and secure at all times

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Date: 20 May 2025

Day: Tuesday

Time: 11am - 8pm

Objectives:

1. Ensure a warm welcome by assisting guest with luggage

2. Understand hotel 0perations and guest flow

3. Ensure safety and security of guest belongings

People involved:

1. Manager of concierge

2. Bell man

3. Guest

Activities conducted:

1. Offer the service of delivering guests' luggage and belongings to their room after they have alighted from their vehicle

2. Welcome and escort VIP guests upon their arrival at the ground floor for check-in

3. Arrange guests' bags and luggage in a proper place

Remarks:

1. Improved communications skills

2. Strengthened self confidence

3. Gained positives feedback and reaction of the guests

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Manage and handle guest movement when the hotel receives VVIP guests during important events such as the ASEAN Summit

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Date: 28 May 2025

Day: Monday

Time: 11am - 8pm

Objectives:

1. Coordinate efficient guest movement

2. Develop professionalism skill during important event

3. Adapt quickly to last-minute changes according the time of VIP arrival

People involved:

1. VIP guest

2. Guest in house

3. Security

Activities conducted:

1. Politely inform the guests to give way for the VIP arrival, which includes the Prime Minister and the King

2. Manage and guide guest movement by ensuring they use the designated guest elevators to access their rooms, instead of elevator specifically reserved for VIP use

3. Assist international guests to book their public transportation (Grab car) to their desired destinations, and guide them to use the back entrance while the main entrance is temporarily closed or congested due to VIP arrivals

Remarks:

1. Control the pressure while coordinating with security and and police

2. Present professional work management

3. Maintaining a calm atmosphere during high-profile arrivals.

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Delivering door gifts to guest rooms one by one during a company event. This is referred to as a 'drop drop'

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Date: 5 Jun 2025

Day: Thursday

Time: 11am - 8pm

Objectives:

1. Create a memorable and personalized welcome for event guests through in-room gifting.

2. Develop time punctuality to ensure timely delivery as per the event or organizer's request

3. Contribute to the overall positive impression of the company event and hotel service

People involved:

1. Event crew

2. Guest in house

3. Concierge

Activities conducted:

1. Neatly arrange the door gifts on a trolley for organized distribution

2. Prepare a form listing guest names and room numbers sorted by floor level to streamline the delivery process

3. Greet guests warmly 'Good morning' and politely inform them about the gift being delivered to ensure a pleasant guest experience

Remarks:

1. ensuring efficient delivery and minimizing errors

2. Provided excellent guest interaction

3. Elevate the event’s service standards

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Delivering guests' personal items such as luggage, food, and clothing to their room after they arrive at the hotel.

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Date: 13 Jun 2025

Day: Friday

Time: 11am - 8pm

Objectives:

1. To ensure guests feel welcomed and well-cared

2. Improve time management and efficiency

3. Demonstrate responsibility and care

People involved:

1. Guest

2. Security

3. Bell man

Activities conducted:

1. Carefully lifting guests’ bags and personal belongings from the car trunk onto the hotel trolley, arranging them in an orderly manner.

2. Providing the luggage ticket to the guest and informing them to present the ticket at the front desk during check-in, after which their luggage will be delivered to their room as soon as possible by the bellman.

3. Delivering the guest’s luggage and personal items to their room using a trolley if the items are in large quantity, by politely knocking on the door and ringing the doorbell three times, and informing the guest of the bellman’s presence for bell service.

Remarks:

1. Improved communications skills

2. Strengthened self confidence

3. Learned responsibility and accountability

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Escorting a large group of guests (company stay) to the lobby and organizing them to queue up for the check-in process.

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Date: 21 Jun 2025

Day: Saturday

Time: 11am - 8pm

Objectives:

1. Ensure a smooth and organized check-in process

2. Saving time in the process for guests to check in to their rooms

3. Support front office operations

People involved:

1. Guest

2. Front officer

3. Concierge

Activities conducted:

1. Being aware of the group guests' arrival time at the hotel in order to be prepared to welcome them, making them feel greeted and appreciated by staying alert through the WhatsApp group to receive arrival information

2. Welcoming them by saying 'Welcome to Grand Hyatt Kuala Lumpur, and good evening' upon their entry into the hotel, then informing them that the check-in location is at the hotel lobby on Level 39, also known as the Sky Lobby, while giving them clear and concise directions to take the elevator

3. Kindly asking the guests to queue in an orderly manner along the designated pathway to facilitate the check-in process and allow space for other guests and the bellman with the trolley to pass through the front desk area. Then, guiding the next guest to proceed to the check-in counter once the previous guest has completed their check-in process.

Remarks:

1. Developed crowd management abilities

2. Improved multitasking ability to work on the busy arrival

3. Developing patience and self-discipline by handling large guest arrivals in a calm and composed manner

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Warmly welcoming guests upon their arrival at the hotel entrance

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Date: 29 Jun 2025

Day: Sunday

Time: 11am - 8pm

Objectives:

1. Create a positive first impression

2. Enhance guest satisfaction and experience

3. Improve verbal communication and body language

People involved:

1. Guest

2. Security

3. Bell man

Activities conducted:

1. Waiting for the arrival of guests by staying alert to their car plate numbers and names, in order to greet them with the correct information and make them feel more valued and appreciated

2. Opening and closing the guests' car doors, greeting them with phrases such as 'Welcome' and 'Good morning,' and engaging in friendly conversation like 'How are you?' or 'Happy to see you' to provide a warm welcome and express appreciation for their arrival

3. Assisting guests with carrying their luggage to the elevator for the check-in process while engaging in light conversation, such as asking about their flight, where they are from, how their journey was, and whether they have eaten in order to make them feel more welcomed and comfortable with our service

Remarks:

1. Improved guest engagement skills

2. Enhanced hospitality etiquette

3. Developed attentiveness and personalization

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Being at the concierge desk, ready to answer all guest inquiries and fulfill their requests efficiently and courteously

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Date: 8 July 2025

Day: Sunday

Time: 11am - 8pm

Objectives:

1. Provide excellent guest service

2. Develop problem-solving and communication skills

3. Support overall hotel operations

People involved:

1. Guest

2. Concierge

3. House keeping department

Activities conducted:

1. Assisting guests in booking a rental car, such as a GrabCar, to their desired destinations such as the airport, restaurants, shopping malls, or specific tourist attractions. I also recorded important booking details into a piece note such as the car’s plate number, vehicle type, arrival time, and fees, and clearly explained this information to the guest in an appropriate and polite tone.

2. Assisting guests by providing recommendations on popular tourist attractions around Kuala Lumpur, including dining spots, shopping malls, entertainment venues, and children-friendly attractions, along with accurate information and clear directions to ensure a smooth and enjoyable experience

3. Responding to guest calls from their rooms and attending to their requests related to room service such as additional towels, malfunctioning utilities like iron, or extra hangers by promptly relaying the information to the housekeeping department to ensure timely assistance

Remarks:

1. Learned to coordinate efficiently with the housekeeping department to ensure guest requests were fulfilled promptly

2. Enhanced my ability to handle guest logistics and manage time-sensitive arrangements with confidence

3. Developed better product knowledge of Kuala Lumpur’s tourist spots, shopping malls, restaurants, and family attractions.