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At first week of this month wasnt that busy and i was assigned for afternoon shift. After finished tasks during the day and it come at night if only left for a few more guest arrival, me and my colleague assist night shift to print out and prepared an arrival for the next day.

There is a situation during checkin time which the guest was request to have look at the room first before proceed with checkin. Since it was not so busy at the moment i chosed to bring the guest up to show some kind of the room that we have. After all the guest chosed to have Executive Deluxe Room as it was more comfortable for them.

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Started by this month my shift was changed to afternoon 1500pm - 2300pm. By this shift i started to learned how to do Checkin guest with supervisor assisted me along the procedure.

After finished with the checkin process, i will have to do a courtesy call to guest room to ask their feedback regarding the room if there any issues occur.

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For this month is kind of hectic and busy month since its going to be Christmast and Newyear celebration will going on.

For this first week there are few groups arrival from Marine Discovery Travel and My Passion Travel estimated around 70rooms (+-).

Also, I had an opportunity to assist a guest in making a reservation over the phone. Answering the call promptly, I greeted the guest warmly and introduced myself as a member of the Front Office team. I listened attentively to the guest's requirements, including their preferred dates of stay, room type preferences, and any special requests they may have.

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Arrived at St Giles The Wembley Hotel early at 0830am as per mentioned by HR Assistant Mr Taufiq to meet at HR office around 0900am.

Fill in registration form given by Mr Taufiq regarding all hotel property (nametag, locker key, uniform and allowance).

Orientation and short briefing began at 1000am. The information given was very details in working hours, staff right, leave also an explaination about hotel and management. As per cover letter, i was placed 3 month in Front Office department and another 3 month in Housekeeping department.

Mr Taufiq then bring me to met with housekeeping to collect my uniform and show where was my locker placed. After that he bring to met with sale person for taking a photo of me.

I was released to front office department after and get to know with Ms Kooisee (Front Office Manager), she then introduced me to my supervisor Ms Humairah who will guided me along this 2 weeks.

For this 1st day, Ms Humairah want me to study about the hotel she then explained to me every information about the hotel and how its operated. Next she bring me for a tour at each floor operated of the hotel included ( Room, Ballroom, Function room, Fitness center, Gymnasium, Cafe and Staff Canteen )

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I was involved in a guest recovery initiative aimed at addressing an air conditioning issue experienced by a guest. Upon receiving a report of the discomfort caused by a malfunctioning air conditioning unit in the guest's room, I immediately escalated the matter to the relevant maintenance team for resolution.

Additionally, as part of our guest recovery protocol, I coordinated with the housekeeping department to send a complimentary fruit basket to the guest's room as a gesture of goodwill and apology for the inconvenience caused.

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At first week of this month wasnt that busy and i was assigned for afternoon shift. After finished tasks during the day and it come at night if only left for a few more guest arrival, me and my colleague assist night shift to print out and prepared an arrival for the next day.

There is a situation during checkin time which the guest was request to have look at the room first before proceed with checkin. Since it was not so busy at the moment i chosed to bring the guest up to show some kind of the room that we have. After all the guest chosed to have Superior Twin Room as it was more comfortable for them.

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Started this month i was changed to Housekeeping Department for the whole month to experience with their operations. First thing in the morning is to change my uniform to housekeeping.

In this department i was inspected by my supervisor Kak Yana and Executive Housekeeping Mr Shidi. Both of them will assigned me with assignment along this one month.

For the first week of month i have learned to pull off linen from all room that guest have been departed at each floor. The reason to do this because to save time for room staff to make up room and do cleaning to prepared for next arrival guest.

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Name: Sunan Promwichit a/l Wirach

No. Matric: 275567

Semester: 8

Programme: Bachelor of Hospitality Management with Honours

School: School of Tourism, Hospitality and Event Management (STHEM)

Internship Placement: St Giles The Wembley Hotel

Internship Period: 16/10/2023 - 16/04/2024

Department: Front Office & Housekeeping

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As second week of this month my shift was Morning, senior staff will have to teach me to prepared an arrival for VIP.

First thing is i will have to print out welcome letter, register card and keycard then put it aside not to put together with the other guests.

Checking in VIP guest was abit different since that we have to explain what did they entitled for, for instance most of VIP guest will entitled for an evening cocktail at their Executive Lounge level 30.

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Since that it was a month that everyone are having a holiday due to school break, there are alot of family coming to check-in and most are going to check in before the exact time.

We as a guest service agent will have to explain to them that the actual check in time was at 3pm hence most of the room was not yet in Inspected status, what we can do at the time was only register for them.

Presented a new challenge as I assisted a guest with a room change request. Upon receiving the request, I promptly coordinated with the front desk team to identify available rooms and facilitate the smooth transition for the guest. I ensured that the new room met the guest's requirements and preferences, while also managing their expectations regarding the process. This experience taught me the importance of flexibility and problem-solving in accommodating guest needs.

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First thing in the morning when arrived at hotel was changing uniform and get ready to attend a shift handover briefing before starting our work.

For this 2 weeks, i was taught by Ms Humairah to do and focus more on doing CheckingOut guest. I have to take note on every single procedure that has been assigned.

By this week i get to know and communicated with all the colleagues at FO department. They all was supportive and friendly.

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Started from this week the occupancy run quite slow since it was month of Ramadhan and theres only a few of arrival incoming meanwhile at free time we have to prepare for next day incoming group checkin.

Today presented a challenging yet insightful experience as my duty manager and I responded to a guest room with a pipe burst incident. Upon receiving the report of the issue, we immediately sprung into action, prioritizing the safety and comfort of the affected guest. We swiftly proceeded to the guest room, where we assessed the extent of the damage and ensured that the guest was relocated to a new room without delay.

As part of our recovery efforts, we not only facilitated the seamless room change process but also arranged for a complimentary late checkout for the inconvenience caused to the guest. We personally assisted the guest with their belongings and ensured that they were comfortably settled into their new accommodation.

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As of this week was Chinese New Year, i have received several guest that want to do the reservations by phone. Most of them was requested for more than 2 rooms.

Other than that, i also have to assigned room for incoming arrival of groups by the end of the shift (Morning Shift).

There are some foreigner that need help with taxi booking so i assists them with the reservations for taxi. Also some of them was just asking for some specific place so i have point out where was that place at.

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Second week i have learned to separate all type of towels and linen. I have to separate accordingly for stain,torn and clean towels so the outside laundry will come to collect the stain towels/linen for treatment.

Separate all type of towels and put it in a bag to bring it for stain treatment.

All the used linen and towels was pass down form each floor by staff that will do room cleaning. All linen and towels will then come down to M floor which will use to keep used linen.

After done with the towels and linen, i have to counted all the empty glass bottle of mineral water that have been used by Executive Room started from level 22 until 30 and report the quantity to Mr Shidi

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I had the valuable opportunity to accompany my duty manager on a departure room inspection. This activity is crucial in ensuring that guest rooms are properly maintained and prepared for the next arrivals. Under the guidance of the duty manager, I learned about the meticulous process of inspecting rooms for cleanliness, functionality, and any maintenance issues. We systematically went through each room scheduled for departure, checking the condition of furniture, amenities, and ensuring that all items were in place as per the hotel standards.

Throughout the inspection, my duty manager provided valuable insights and shared best practices for conducting thorough room checks. This experience not only allowed me to gain a deeper understanding of the housekeeping operations but also underscored the importance of attention to detail and quality assurance in maintaining guest satisfaction.

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Today, I had the privilege of participating in a special Hari Raya video shooting organized by the hotel. As part of the Front Office team, I was tasked with representing the hotel staff in the video, which aimed to showcase the spirit of Hari Raya and promote the hotel's festive offerings. The video shoot took place in the hotel's lobby area, which was adorned with vibrant decorations in celebration of Hari Raya.

Under the guidance of the videography team, I participated in various scenes portraying interactions with guests, showcasing traditional Hari Raya greetings, and highlighting the hotel's festive ambiance. It was an enriching experience to be part of this creative endeavor, and I thoroughly enjoyed collaborating with colleagues from different departments to bring the vision of the video to life. This opportunity not only allowed me to contribute to the hotel's marketing efforts but also provided a memorable and festive experience for guests and staff alike.

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Today i had encountered a guest complaint regarding their door being left open. Upon receiving the complaint, I promptly apologized to the guest for the inconvenience and assured them that their concerns would be addressed immediately. I ask my duty manager initiated an investigation into the matter, working closely with security personnel to review surveillance footage and identify the cause of the incident. Upon reviewing the footage, it was determined that the door had been inadvertently left open by a staff member during routine maintenance work in the vicinity.

Additionally, I offered the guest a complimentary upgrade to a higher room category as a gesture of apology and appreciation for their understanding. This experience highlighted the importance of swift and thorough resolution of guest complaints, as well as the significance of maintaining a safe and secure environment for all guests.

Today, I had the opportunity to provide personalized guest assistance by escorting a guest from the lobby to the car park. Upon noticing that the guest was carrying luggage and seemed unsure of the directions to the car park, I approached them and offered assistance. I greeted the guest warmly and inquired if they needed any help. Upon learning that they were heading to the car park, I offered to accompany them to ensure they reached their destination comfortably and without any hassle. Throughout the journey, I engaged in friendly conversation with the guest, providing information about the hotel amenities and nearby attractions. Upon reaching the car park, I assisted the guest with loading their luggage into their vehicle and bid them farewell with a warm smile. This experience allowed me to enhance the guest experience by providing personalized assistance and showcasing the hotel's commitment to exceptional service.

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This week i have received task from Executive Housekeeping Mr Shidi to change all the pillow to a new one at Wembley Hotel (level 26 & 28) and Cititel Express (level 16 & 19).

Rearrange all the linen at pantry to keep it as an inventory.

After finished change all new pillow, i will have to collect all the old pillow to floor 11. From there i will have to separated the pillow based on the tag at pillow belong to either The Wembley or Cititel Express Hotel.

All tasks that have been done regarding the rearrangement or separated have to be record the quantity and report it to Mr Shidi.

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This last week was very busy with arrival and departure. On Christmast day ive to do Overtime from 11am until 11pm as a bellman since the regular bellman staff was on leave that day.

My tasks on that day was to assist most of guest with their luggage either bring it to their room and help them to keep it at luggage room. Also it was the day ive earned some tips from guest.

I was assigned for night shift on the last week of this month. Have to come early at least 2 hour to prepare all the voucher and arrival for tomorrow.

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Today, I had the opportunity to assist a guest in making a reservation over the phone. Answering the call promptly, I greeted the guest warmly and introduced myself as a member of the Front Office team. I listened attentively to the guest's requirements, including their preferred dates of stay, room type preferences, and any special requests they may have.

Utilizing the hotel's reservation system, I efficiently checked the availability of rooms for the requested dates and provided the guest with suitable options based on their preferences. I explained the room rates, amenities, and any ongoing promotions to assist the guest in making an informed decision.

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As part of the Front Office team we had the responsibility of assisting in the preparation for the arrival of a large group of guests at the hotel, we collaborated closely with the reservations department and the housekeeping team to ensure that all arrangements were in place to accommodate the group seamlessly. This involved coordinating room allocations, ensuring sufficient staff coverage at the front desk, and preparing welcome amenities for the group members.

Additionally, we liaised with the concierge team to arrange for transportation and luggage assistance upon the group's arrival. By proactively anticipating the needs of the incoming group and working collaboratively with other departments, we aimed to provide a warm and efficient welcome experience for the group members. This experience reinforced the importance of teamwork and effective communication in ensuring the smooth execution of group arrivals.

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Morning routine when arrived is to help coordinator to send an OOS REPORT SWPG/CEPG to Maintanance Department. After that follow by keyin extrabed list in sharepoint (which stayover room is requested for extrabed)

Every morning and afternoon outside laundry will send laundry to housekeeping and i will have to sign the Delivery Order and key in to sharepoint excel.

I have to incharge of receiving calls either from guest or staff. Usually guest will request for amenities so i will have to send it directly to their room immediately as per request. All received/requested must have to record in a form.

Using Opera System to check if there any departed room because staff room attend will call and ask for it.

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Today presented a new challenge as I assisted a guest with a room change request. Upon receiving the request, I promptly coordinated with the front desk team to identify available rooms and facilitate the smooth transition for the guest. I ensured that the new room met the guest's requirements and preferences, while also managing their expectations regarding the process. This experience taught me the importance of flexibility and problem-solving in accommodating guest needs.

I had the opportunity to enhance the guest experience by personalizing their stay through various guest service tasks. In addition to preparing welcome drinks and assisting with luggage, I actively engaged with guests to anticipate their needs and preferences. I also had the chance to assist in fulfilling special requests, such as room changes and additional amenities. This experience reinforced the importance of attention to detail and proactive communication in delivering exceptional service.

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Today, I had the opportunity to assist in providing exemplary guest services by preparing a welcome drink for arriving guests. Under the guidance of the senior staff, I learned the recipe for the hotel's signature welcome drink and practiced its preparation. This task not only allowed me to engage with guests upon their arrival but also provided insight into the importance of creating a positive first impression.

I assisted in the seamless check-in process by handling guest luggage and escorting them to their rooms. I carefully tagged and transported luggage to ensure the safe delivery to guest rooms. Additionally, I had the opportunity to assist in assigning rooms to guests based on their preferences and special requests. This task required attention to detail and effective communication with the front desk team to ensure guest satisfaction.

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I had the pleasure of assisting a guest who was seeking recommendations for local attractions and dining options in the area. As part of providing personalized guest service, I engaged in a conversation with the guest to understand their preferences and interests.

After gaining insights into the guest's preferences, I suggested visiting Penang Hill, a renowned landmark known for its sightseeing of Penang Island. I provided information on the attraction's operating hours, ticket prices, and nearby amenities to assist the guest in planning their visit.

In addition to recommending a local attraction, I also suggested a New Lane Street Food, a popular food hawker known for its local food just for walking distance from hotel.