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Housekeeping Supervisor
Duration: 13 May 2017 (Saturday) until 26 May 2017 (Friday)

During this 12 days i was learn,

Assigns workers their duties and inspects work for conformance to prescribed standards of cleanliness.

Investigates complaints regarding housekeeping service and equipment, and takes corrective action.

Obtains list of rooms to be cleaned immediately and list of prospective check-outs or discharges to prepare work assignments.

Coordinates work activities among departments.

Conducts orientation training and in-service training to explain policies, work procedures, and to demonstrate use and maintenance of equipment.

Inventories stock to ensure adequate supplies

Makes recommendations to improve service and ensure more efficient operation.

Prepares reports concerning room occupancy

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Housekeeping Coordinator
Duration : 03 May 2017 (Wednesday) until 12 May 2017 (Friday)

The responsibility and task that i m done are,

Consistently offer professional, friendly and engaging service

Coordinate and provide administrative support to all areas of the Housekeeping department

Work closely with all departments within the Rooms Division, communicating day to day updates and changes

Oversee the day-to-day operation of the Housekeeping office

Maintain all employee records within the Housekeeping department

Follow department policies, procedures and service standards

Follow all safety policies

Maintain the security of all room keys and locks to various cabinets and drawers

Consistently update records of lost and found

Creates housekeeping room attendant and supervisor worksheets and checklist

Ensures all guest requests are addressed and provided on a timely manner

Ensures housekeeping guest amenities and supplies are well stocked

Able to attend monthly one to one meeting with direct reports

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Public Area Attendance
Duration : 26 April 2017 (Wednesday) until 01 May 2017 (Monday)

What i learn from public area,

1. Entrance– Guest get their 1st impression of hotel from the entrance lobby. Entrances cleaned and maintained daily, it will become unpleasant for the guest due to heavy traffic and exposure. The maintenance and cleaning of the entrance and the door is important . So proper and daily cleaning is required in this areas. Normally cleaning is done at night.

2. Lobbies- These are the common meeting points of the guest near the reception. Many lobbies are carpeted while others are hard flooring. Floors in the lobbies are need to be cleaned frequently., since these are spaces where guest interact., relax etc. Lobbies may have high ceilings elaborate chandelier which are difficult to clean so it is cleaned at night. The daily cleaning tasks involves.

3. Glass surface and windows to be cleaned daily.

4. Doors and door knobs to be dusters and cleaned daily.

5. Any stain on the carpets and upholstery should be cleaned immediately.

6. Hard floor should be mopped regularly.

7. Front office- Housekeeping department is responsible for this Public area cleaning and maintaining of front office because front office is the face of the hotel. So daily cleaning of the department is required. Mopping of the floor, dusting of the furniture and fixture and vacuuming of carpets are essentials.

8. Elevators- Elevators must be cleaned at the time of day when it is least used. The necessary boards indicating the cleaning is carried out must be displayed promptly. Elevators doors are made of steel. In steel door shows lots of grease marks from finger easily. Elevators should be cleaned daily and more through cleaning may be done on periodic basic.

9. Stair case- Stair case should be cleaned when there is less traffic. While cleaning of staircase care should be taken that dart and dust do not fall down words.

10. Guest corridors- While cleaning of the corridors necessary boards indicating the public area cleaning is carried on must be displayed prominently. Carpets in the corridors should be vacuumed daily. The cleaning tasks of the guest corridors are as follows

11. Carpets should be vacuumed regularly.

12. The wall skirting should be cleaned regularly.

13. Any finger marks on the walls should be cleaned immediately.

14. All the wall painting should be dusted every day.

15. Banquet hall- Banquet hall mainly used for conferences, weddings exhibition etc. So proper public area cleaning is required for this department. The cleaning includes mopping of floor, vacuuming of the floor carpets regular dusting of fixture and furniture are required.

16.  Swimming Pool- Regular Public area cleaning and disinfecting of swimming pool is important for the point of hygiene. If is not regularly cleaned swimming pool may becomes carries of water borne disease.

In the conclusions

Proper dusting of equipments.

Damp dusting of furniture

Cleaning of glass and window panel.

Cleaning of carpet floor

Removing of soil linens and replacing with the fresh linen for future use.

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Public Area Attendance
Duration : 26 April 2017 (Wednesday) until 01 May 2017 (Monday)

In this week, i was assigned to public area assignments.
As, the public area attendant, i  need to cover

hotel lobby

staff local room and canteen

office and management areas

boardrooms and meeting rooms

gym, sauna and swimming pool

corridor, hotel entrances and pantry

restaurants and public toilet

Every day we need to implement at least 1 projects such as

Scrubbing the floor

Buffing carpet

Polishing floor or steal

Glass cleaning

Machine that used for project such as

scrubbing machine

Buffing machine

Vacuum

Polishing machine

Air blower

Buffing machine Taski Ergodisc 1200

Hand Polisher

Chemical that used
Taski (R2-plus) - Hygienic hard surface cleaning
Taski (R3-plus) - Multi Surface or glass cleaner- concentrate
Taski (R1-plus) - Toilet Cleaning
Zalpine (Z19z)
Carpet Shampoo - C2

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Hotel Room Attendance
Duration : 12 April 2017 (Wednesday) until 24 April 2017 (Monday)

After i has been a hotel room attendance i m notice that,

Having a clean hotel is one of the most important factors in gaining customer loyalty. Depending on the hotel and the services offered, there may be unique features that require a specialty cleaning solution. It is necessary to utilize a quality hotel cleaning service to achieve consistent customer satisfaction.

People tend to gravitate towards hotel options that are known to provide a clean environment. Quality is a major deciding factor for customers when considering hotels. As a result of the occasional negative experiences with hotel cleanliness, people are often concerned with the quality of hotel cleaning that they may receive prior to and during their stay.

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Hotel Room Attendance
Duration : 12 April 2017 (Wednesday) until 24 April 2017 (Monday)

In these week, i was assigned to room attendance task for morning and evening
12 April 2017 until 17 April 2017 - (8.30am to 5.30pm)
19 April 2017 until 24 April 2017 - (2.00pm to 11.00pm)

The job scopes of room attendance are bellow

1. Bedding
One of the main duties of hotel room attendants is to prepare the hotel room's bed for the guest. The attendant must remove the dirty bedding and pillow cases and replace them with fresh, clean linens. Some hotel chains also replace the duvet covers between guests. Hotel room attendants always change a room's bedding before a new guest arrives, and many attendants also make the guest's bed daily during his

2. Bathrooms

A clean bathroom is a sign that the hotel room attendant assigned to the room has put considerable effort into the room's upkeep. Attendants must scrub the toilet, wash the shower/bathtub, scrub the floor and tidy the counter and sink. The housekeeping staff is also responsible for removing used towels and replacing them with clean towels. Typically, a guest leaves his towel on the floor if he wants a new towel.

3. Cleaning

Hotel room attendants must clean the entire room before a new guest arrives. The level and quality of cleaning depends on the hotel and the attendant herself, but in high-end hotels, the attendant vacuums the floor, dusts the surfaces, empties the garbage cans, tidies the items on the desk and bedside table, cleans the fridge and coffeemaker, and wipes down the windows and mirrors.

4.Other

Although most hotels have staff responsible for dealing directly with guests, management expects that hotel room attendants will be courteous, friendly and professional when they encounter those staying at the hotel. It's common for housekeepers and guests to meet one another in a hotel's hallways, elevators or common rooms. Room attendants should greet guests warmly and help them if they have any requests. Attendants must also check the inventory of products in each room, such as toilet paper, shampoo and soap, and replace these items as necessary.

Every morning, we need to have short briefing about

Occupancy for today

Stay-over guests

Departure for today

Arrival for today

VIP arrival and stay-over

Tour group

Guests request such as decoration of room

The reasons of this short briefing is to know about what we need to plan for our work to meet the today guests arrival. We need to clean up the room that already had arrival for the afternoon and prevent the room still not yet prepare while the guests were arrival at the lobby.
Basically Novotel Melaka check in time will  be 3pm.

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Off-Duty

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Minibar and Laundry Task
02 April 2017 (Sunday) to 10 April 2017 (Monday)

In this 11 days which were started from 01/04 to 10/04, i was assigned to the task of minibar and Laundry.
In this position, i really learn how to identify the types of all linen and also the types for pillow such as, Polyester pillow, Latex pillow, Grouse feather pillow and also the Microfiber pillow.
In additional, checking minibar service is looked like easy, but awe need to check it very clearly to prevent mistake and avoid miscommunication with reception to prevent double charge or discharge.  At the same time, we also need to check the items in minibar didn't expired date

Every day i need to

Calculate the numbers of the staff uniform that need to sent laundry by categories and department.

Counting the Clean linen that send back by the laundry company by categories such as uniform, duvet cover, bed sheet, bathrobe and others. If there is balance or shortage from the counting list when the loundry company return the washed linen, i need to follow up back and make sure they are return to us when the loundry company come for the next time.

I also need to manage the stock of linen in the housekeeping office to make sure that the stock linen were enough to supply for today room attendance

Check minibar for floor level 16 to 18. If the guests consume the minibar items in the room then we need to charge them. Besides that, we also need to make sure the minibar was clean, function well and replace the items back when guests were consumed it.

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Start from today until 25 May 2017, i am will finish my internship in housekeeping department and the task was arranged by housekeeping manager Mr. Mazlan was below:
01/04/2017 to 10/04/2017 - Minibar and Laundry
12/04/2017 to 24/04/2017 - Room Attendance
26/04/2017 to 01/05/2017 - Public Area Attendance
03/05/2017 to 13/05/2017 - Coordinator
13/05/2017 to 25/05/2017 - Housekeeping Supervisor Task

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Today is my off day. I want to sharing the feedback from the guest that mention my name and posted on the guests comment board. This also my pleasure to keep moving on to give the best serve to the guests.
Guest comment that
" Lim, though still a new trainee, made sure that he got all the things done for me very efficiency and professional. Very pleasant and cheerful it was always good to have him around lounge."

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24 March 2017 (Friday) until 30 March 2017 (Thursday)

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24 March 2017 (Friday) until 30 March 2017 (Thursday)

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Start from this week my duty time will be on 6am to 3pm (24/03/2017 until 30/03/2017)
I was given the task of as the receptionist in Premier Lounge.
Every morning, Premier Lounge will having the breakfast just for the guests who stay at the executive and premier floor only which is level 18 and the suite room for floor 17 and 16.
Besides check in and check out guests in Premier Lounge for the selected guests which stated at the above, i also get the change to learn about the serving and Premier lounge breakfast table setting. The breakfast time will be start on 7.00am to 10.30am.
Bread, cereal, juices, salad and a lot of variety of food were offer and prepared to the guests.

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Off Duty.

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Today I was trained by Head of Department Mr.Faizal to study the Daily Information Report. The purpose of study that report is to more understanding the day and current status of the hotel and also the information and latest update activities for the hotel

The Daily Information Report divided into 11 parts;

1.       The weather forecast today and also the total number of room is ready for stay by guests after deduced the out of service room. Besides that, it also showed the numbers of the room arrival and departure of the guests for today and also the numbers of in house guests. The reasons are for the receptionists to know how many rooms are available for booking, will be departure and also make ready the rooms for the today arrival.

2.       Today’s Special Events such as the MICE ( wedding dinner, group dinner or wedding and others)

3.       Today Training programme (Staff Training)

4.       Hotel Occupancy, Room sold and others.

5.       Hotel Occupancy, Room sold by hotel members (AccorHotel)

6.       Guest Birthday or Anniversary

7.       Duty Manager

8.       Site Inspection

9.       VIP arrival for today and tomorrow

10.     VIP departure today and tomorrow
11.   The coming, In house and Departure of group list

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Today i am was duty from 2pm to 11pm. So that, i was giving the changes to follow my duty manager Mr.Patrick to experience the hotel and rooms inspection.

The reason of Hotel and room inspections is to keep the guests safe and secure.
During the room inspection, I need to find out the problems; issues by each floor suck as, locks not functioning, damage or spoiled stuff and so on. Besides that anything that could injure guest should be caught in public area or room should be fixed. The most important things is to checking the emergency stuff such as electric supply machine, ELV Riser, telephone raiser, exist sign board and others for each of the floor.
The importance of Inspection in the hotel industry is to provide standards and evaluate if the company meets those standards. The cleanliness and overall feel of the room should be the same. Follow up the issues and make improve to keep the good look of the hotel and get create the comfortable and safety environment to keep the guests return to the hotel.

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Off Duty .

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This is some of the Tips and General knowledge that shared by my Front Office Manager (Mr.Faizal) to make my self improvement to handling the guests and problems.

1. What I need to do if I can't understand guests question or request?

Ask the guest to repeat the question, or to explain it further. If the guest gets upset, reassure him or her that you want to make sure that you get everything right so that they can have the best experience possible. Other than that, we can get the assistance for the duty manager or the senior.

2. How can I help a guest make reservations?
Talk formally, and ask when the date of reservation they want is. We should also ask if they have any special preferences or require special services. For example, some guests want two beds in their room, while others want only one bed. Some guests will want a smoke-free room, while others need theirs to be wheelchair accessible.

3. How can a hotel receptionist deal with customer's complaints?

It depends on the situation. Sometimes, a receptionist doesn't have permission to authorize anything except for a room upgrade. If you can authorize breakfast or complimentary drink, then do so, otherwise, ask the permission from duty manager. Regardless of the junior receptionists’ course of action, then should let the manager on duty what's going on so that they are aware of the situation.

4. Are there certain words a receptionist should not use?

Never say "no problem." Always use the phrases "My pleasure," "It will be my pleasure to assist you," or "Of course. I can take care of this for you." Saying things like that reflect on you in a good way. As far as things you shouldn't say, use your common sense; for example, don't curse, ok, and end with la, lo .

5. How do I introduce myself?

A good way to introduce yourself over the phone would be, "Good morning/afternoon/evening. Thank you for choosing (name if hotel) in (city). My name is (name). How can I assist you?" In person you could just say, "Good morning/afternoon/evening. My name is (name). How can I assist you today?"

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I was ask to write a short step to my duty manager about the check out procedure. Bellow is my note.

1. The guests come to the reception counter ask for check-out.

·         Great the guest.

·         Enquire the Last name / First name of the guest.

·         Search for the guests record and the billing.
.         If the guest is booking for online, the payment is clear
.         If the guest payment status is City Ledger, so we will collect from            their company, or assigned party.

2.       Present the billing statement to guest for verifying and explaining what is the information had been stated in the statement (GST, Heritage Tax, Total amount)

·         First Name, Last Name.

·         Arrival Date. Time.

·         Departure Date.

·         Room Number.

·         Room Type.

·         Billing instructions.
.         Extra purchase detail (such as restaurant, extra bed)

·         The amount

3.       Confirm again the payment method that want to use by guests (Credit Card or Cash). Recomfirm again the amount will be charge to the guest.

4.       After complete all the guests detail and payment procedure

·         Get the return of key same as the number of issued.

·         Request the guest to sign on the receipt.

·         1 copy is for office use another 1 copy is for guests.

·         Update the guest details collected

·         File and update the Registration card and Payment statement.
·         Feedback form.

5.       Lastly, ask for guests need any taxi service for their next destination.

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I was ask to write a short step to my duty manager about the check in procedure. Bellow is my note.

1.       The guests arrival at the hotel, they will guide by concierge to the reception counter. At that time we need to;

·         Great the guest.

·         Enquire the Last name / First name of the guest.

·         Search for the reservation record and print registration card ( if the same is not pre-printed )

2.       Present the Registration Card to guest for verifying and reconfirm pre-printed details Like :

·         First Name, Last Name.

·         Arrival Date. Time.

·         Departure Date, Expected time of departure.

·         Room Rate.

·         Room Number.

·         Room Type.

·         Method of payment.

·         Billing instructions.

·         Meal Plan

3.       If the guest is from outsider which not Malaysian, we need to request for ID Proof and Passport or Visa details for foreigners. Following details to be completed:

·         Company Name.

·         Address Home / Business

·         City, Country

·         Postal Code

·         Telephone / Fax / Mobile numbers.

·         Email address.

·         Passport details.

·         Passport Number.

·         Nationality and country of residence.

·         Date of Birth

·         Passport Issue date and Expiry Date

4.       After complete all the customers detail and proceeding to;

·         Explain to the guest regarding late checkout policy if any.

·         Request the guest to sign on the Registration Card.

·         Sign the registration card on the provided field.

·         Update the guest details collected

·         File Registration card.

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Off duty day.
This Video is for last week 27 Feb 2017 during i am duty in Premier Lounge

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1 March 2017 (Friday) until 8 March 2017 (Wednesday)

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1 March 2017 (Friday) until 8 March 2017 (Wednesday)

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Start from today, i will been giving the task of as the front office assistance for duration 2 week which is from 1 March until 15 March.

Day 1

1. I have been assigned the task of printing the guest arrival list which are by group or individual for the purpose of assign room to guest before for the guests arrival to our hotel. Secondly, to identify the VIP name list and the arrival time.

2. Besides that, i m need to traces the request from the guests such as birthday decoration, view requested, or others.

3. Lastly, i m also has been calling for preparing the breakfast voucher for the guests .

Day 2

1. Issues Key Card by follow the date of arrival and departure. The guest who need to extended check out have to report to the reception for the purpose of renew the expired of the key card.

2. The safety and security of the guests is very important for the hotel. So, we as the reception is only giving 2 key cards to the guests.If the guest left their key card inside the room, we reception have to identify the customers name and room numbers, after that, we will assists them until their room.

Day 3

1. I was given the task of preparing the guests registration card. The purpose of registration card is to note down the guests information such as name, birth date, nationally, member numbers and others useful information for the future booking purpose and update for the latest information in the system.

2. After all the check in procedure is done by my colleague , i m need to explain the hotel information to the guests for example:

This is the room no. 1807 which at floor 18 and room 07

Since Mr.X, you is booking on our executive floor, you are entitle to enjoy our Premier Lounge and all the drinks is free of charge. The Evening Cocktail will be start at everyday 5.30pm to 7.30pm.

Besides that, u have the welcoming drink which can be get at our restaurant, Gourment Bar or The Square.

The location of lobby, restaurant, kids corner, business information counter (Floor G)

Gym and Sauna (Floor 5) Time operation 9am to 9pm

Swimming Pool (Floor 5) Time operation 9am to 10pm

Breakfast time ( Monday to Thursday 9am to 10.30am while Friday to Sunday 9am to 11am)

Anything or request u can call us by dial "0". Lastly wish for the guets have a nice day in NOVOTEL and Thank you.

Lastly wish for the guets have a nice day in NOVOTEL and Thank you.

Day 4 to Day 6

I was given the chance to check in and check out for the guests by using system named "OperaAccor". Before I m started to check in my 1st guests, i was given briefing by my duty manager which is Mr.Khairy.
The things that i need to alert are;

Walk in or Online Booking

Customers name

Booking Number

Customer identity card or passport

Identify the types of room and package that they booked

Reconfirm the date of arrival and departure and also the numbers of night guest staying. For example, Mr.X, you are booking from the date 08/03/2017 to 09/03/2017 which is 1 night booking through our website or Agoda or ....

Reconfirm the payment and get the deposit from the guest Check it already paid or not yet in the system. If not done payment ask the guest paid on now or during check out. ** If not yet paid, make Credit Card Pre-authorize as the safety propose.

While waiting for the receipt and room registration card printing out, get other information such as telephone number and email.

Key Card and guest sign for room registration card.

While Checking-Out the things that need alert are;

Get the room number from the guests and reconfirm.

Key Card Return from guest as the number of card issued.

Check for guest any extra consume or room service has been made.

Besides that, communicate with housekeeping which to identify the guest has consume the food or drink that prepared by minibar in the room or not.

If there are not extra purchase from guest, return the deposit to guest.

if there are extra purchase form guest, reconfirm and tell the guest the things that they had purchased.

Make payment and return the balance.

Check-Out

Feedback form and Thank for the guests for staying at NOVOTEL MELAKA.

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Happy Off Duty Day . HAHA

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27 February 2017 (Monday) until 8 March 2017 (Wednesday)

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27 February 2017 (Monday) until 8 March 2017 (Wednesday)

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Today i was assign to the Premier Lounge which location at 18th floor of Novotel Melaka.
Premium Lounge is a multifunction room for high tea, meeting room, relaxation, breakfast and evening cocktail. The guests who booking our Premier Executive Room and Suite Room only entitle to enter Premium Lounge. The food and drink are free of charge to the guests. Coffee machine also included in the Premier Lounge and also the alcohol drinks.
The food only will provided during Breakfast time 6am to 10am and Evening Cocktail 5.30pm to 7pm.

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Today i was given the task of promoting AccorHotel member card and explain the benefit of Accor member - Le Club Accor Hotel in customers service counter.
Being a member of Le Club AccorHotel gives guest access to exclusive service and benefits to transfer the trips into moments to remember. The special offer are priority welcome, upgrades room, guaranteed room availability and others benefits. Guests also can be receive exclusive privileges such as private sales which access offer specially selected for you 48 hours in advance, Welcome by Le Club Accorhotels which online check in service, fast check out and also welcome drink.

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24 February 2017 (Friday) until 25 February 2017 (Saturday)

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24 February 2017 (Friday) until 25 February 2017 (Saturday)

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Today, i was given the task of handle the tour agent.
1. I need to inform the reception of the arrival of tour agent.
2. Giving the instruction and information of the hotel to the tour guide, for example

The location of lobby, restaurant, kids corner, business information counter (Floor G)

Gym and Sauna (Floor 5) Time operation 9am to 9pm

Swimming Pool (Floor 5) Time operation 9am to 10pm

Breakfast time ( Monday to Thursday 9am to 10.30am while Friday to Sunday 9am to 11am)

Premium Lounge (Floor 18) time Operation 10am to 11pm

Room call romm Dial "8" follow by room number.

3. I also need to understand the hotel floor plan such as room numbers and the lift location.

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Today is my off day. During this week ( 17 Feb to 22 Feb 2017) i m learn,
1. communication skill on reservation
2. knowledge of approach and capture guests needed
3. provide the proper suggestion and option to guests
4. passion and nice to customers
5. self confident is very important when talk with the clients.

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Today i was assigned to the reservation position and operator. My  job scope are,

1.Reservation

Answering the guest phone for asking room rate.

Making reservation

Traces customers need and information such as higher floor requested, interconnecting rooms, anniversary and others.

Update the room booking status to prevent overbooking.

For example, Good Morning, thanks for calling Novotel Melaka, Reservation Lim speaking and how may i assist you? ....

Reply email

2.Operator

Answering and transferring call from outsider and internal.

Update the status of hotel such as room rate, occupancy, coming group and others.

Entering the data such as customers information and travel group info for departure and arrival to Novotel by using Accor Opera System.

Paper work

Provide Tour Guide the room numbers and confirmation number.

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20 February 2017 (Monday) until 21 February 2017 (Tuesday)

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20 February 2017 (Monday) until 21 February 2017 (Tuesday)

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RESERVATION - TRAINING DAY 2

Today, continue to reservation training. Today will be learn Reservation Cancellation Training, and Reservation Email Training.

1. Reservation Cancellation Training

Clients identification ( name and date of reservation and reconfirm)

Identify the reason for the cancellation

Offer an alternative option to cancellation the booking on hearing the reason for cancellation (to keep the clients on the sales. For example, Sir do you need to bring forward to another day rather than cancel the room booking...?)

Recap (provide a recap and give cancellation number)

2. Reservation Email Training.

Email reply on ASAP (as soon as possible do not over 2 hours)

Selling Initiatives ( offer room types according customers need, clear and precise, name of the room and features, at least 2 choices, attachment)

Civility / Professionalism (do not use argons language, proper address customers, prevent spelling mistake, written email professional such as logo, banner, hotel name)

Documentation (all the policies and conditional provide to guests)

Email format / Clarity of information

Customer Service (further assistance, follow up, provide hotel website for more information.

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20 February 2017 (Monday) until 21 February 2017 (Tuesday)

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20 February 2017 (Monday) until 21 February 2017 (Tuesday)

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RESERVATION - TRAINING DAY 1

Today, i was attend the reservation training. The training such as Reservation Call Training, Reservation Cancellation Training, and Reservation Email Training. A lot of  communication skills and knowledge i was learn during the training.

1. Reservation Call Training

Welcoming / greeting guests

Identify the client types (business trips, family or others)

Identify the clients members or not. (promote clients to join memberships to get more benefit)

Reconfirm the basic need (date or arrival and departure, numbers of person, and other requirement and request by clients)

Clients need investigation (travel reasons or preferences)

Commercial proposal (provide 2 option to clients such as 2 room different rates and 2 choices by features and benefits imagination)

Processes (get clients information and detail to making booking)

General sales conditional (briefly explain the sales conditions)

Recap (repeat the booking information and detail to clients)

Email confirmation (for booking number and information to clients)

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Today i was assigned to the reservation position. My  job scope are,

Answering the guest phone for asking room rate.

Making reservation

Traces customers need and information such as higher floor requested, interconnecting rooms, anniversary and others.

Update the room booking status to prevent overbooking.

For example, Good Morning, thanks for calling Novotel Melaka, Reservation Lim speaking and how may i assist you? ....

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Today was the busy day, Novotel Melaka occupancy rate is 98.20%
My  job scope of today are,

Answering and transferring call from outsider and internal.

Update the status of hotel such as room rate, occupancy, coming group and others.

Entering the data such as customers information and travel group info for departure and arrival to Novotel by using Accor Opera System.

Paper work

Lost and found

Provide Tour Guide the room numbers and confirmation number.

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As usual I was assigned the job of

Answering and transferring call from outsider and internal.

Update the status of hotel such as room rate, occupancy, coming group and others.

Entering the data such as customers information and travel group info for departure and arrival to Novotel by using Accor Opera System.

Paper work

Provide Tour Guide the room numbers and confirmation number.

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Today is my off day.
To conclude this week which from 10 Feb to 15 Feb what i had learn is

Sharing and training information to make improvement.

Leading and guide for your staff to correct direction.

Planing and decision making wisely for sudden request.

Team work and backup your team members.

Good communication skills with team members and guests to provide true and correct informations.

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As usual I was assigned the job of

Answering and transferring call from outsider and internal.

Update the status of hotel such as room rate, occupancy, coming group and others.

Entering the data such as customers information and travel group info for departure and arrival to Novotel by using Accor Opera System.

Paper work.

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Today i was giving the change to join the briefing (afternoon section)
During the briefing, my Head of Department (HOD) Mr.Faizal remain us about
1. For the early arrival guests, which they want to stay at hotel room since they arrival between 6am to 10am, we need to collect 50% from the room rate. Hotel normal check in time will be start 3pm.
2. MATA Fair was hold in Kuala Lumpur, so our room rate is RM150 for superior room (King sizes bed or twin bed) without breakfast package.
3. The occupancy for today is 100.00% we didint recieve any reservation so any walk in customers or online booking.

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Today morning we was have a small meeting and briefing.
After that, as usual I was assigned the job of

Answering and transferring call from outsider and internal.

Update the status of hotel such as room rate, occupancy, coming group and others.

Entering the data such as customers information and travel group info for departure and arrival to Novotel by using Accor Opera System.

Paper work.

# data[].attributes.body
I was assigned the job of

Answering and transferring call from outsider and internal.

Update the status of hotel such as room rate, occupancy, coming group and others.

Entering the data such as customers information and travel group info for departure and arrival to Novotel by using Accor Opera System.

Paper work

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As usual i was on in-house training. The special of today is we received call from guest request to decorate his from for celebrate his 8th anniversary with his wife. We (front office) make discuss with housekeeping for the decoration theme and the stuff that needed. Finally we successes to done it before the guest arrival which is 6pm.

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The Head of Front Desk from another AccorHotel brand which is Pullman and located at Putrajaya, Kuala Lumpur, Kak Ana come to Novotel to give us guidance and in-house training for improving reservation and operators.
The period of the in-house training is 2 days which was 11 and 12 of Feb (Sat & Sun)

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20 March 2017 (Monday) to 22 March 2017 (Wednesday)

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20 March 2017 (Monday) to 22 March 2017 (Wednesday)

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These 3 days, i was given the chances to manage the Premier Lounge.
The task that i need to handle is
1. Check in, Check out for the executive floor guests.
2. Checking the stock and balance of the food such as cookies and beverage.
3. To serve VIP (Premier Lounge only able for VIP use who is the Gold, and Platinum member.)
4. Daily Report Opening and Closing for Evening Cocktail or Breakfast
5. Assist guests and customers service.
6. Stock take for the beverage and food (Cookies)

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I was assigned the job of

Answering and transferring call from outsider and internal.

Update the status of hotel such as room rate, occupancy, coming group and others.

Entering the data such as customers information and travel group info for departure and arrival to Novotel by using Accor Opera System.

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Off duty for me. HappyThaipusam for all my indians friends. Have a nice day !

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7 February 2017 until 8 February 2018 - Tuesday & Wednesday

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7 February 2017 until 8 February 2018 - Tuesday & Wednesday

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I has join the training programme that organised by the Human Resource Department by the Miss Pei Wen to introduce and transfer group and hotel background, history, product knowledge and others useful information to help me more understanding the flow of Novotel during the internship period.

Novotel started the first hotel at 1967 in the Lillie, France. The founder of the Novotel is Gerard Pelisson and Paul Debrule. The meaning of Novotel is New Hotel (Novo-New). Novotel is a mid-scale hotel brand within the AccorHotels group, typically slotting between the Mercure and Pullman brands. Novotel has close to 400 hotels and resorts in 60 countries. (for more information http://www.novotel-melaka.com/)
AccorHotels Group has 19 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services from luxury to economy and in every corner of the globe the tagline. Novotel is one of the middle scale brand of the AccorHotels Group.The tagline of AccorHotels Group is Feel Welcome. Bernache is choose as the icon of accor group. (for more informationhttp://www.accorhotels-group.com/en.html)

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Today is my first day of intern. i had assigned to the front office as the operator for the 1st 2 month.
Some activities had done during in my 1st day such as,
1. Ice breaking

Head of Department         - Mr.Faizal

Asistance of Reservation - Mdm Alina

Assistance of Reception  - Mdm Mira and Mr Izuan

Reception                            - Jacinta, Sahna and me

2. Job description and briefing by Mr.Faizal (HOD)

Answering and transferring call from outsider and internal.

Update the status of hotel such as room rate, occupancy, coming group and others.

3. Novotel Melaka webpage

http://www.novotel-melaka.com/

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12 March 2017 (Sunday) to 14 March 2017 (Tuesday)

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12 March 2017 (Sunday) to 14 March 2017 (Tuesday)

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My experiences and things that I learn during the 15 days as the Receptionists in the hotel. (1 March 2017 to 15 March 2017)

As hotel receptionists, we are responsible for helping guests to make reservations, welcoming guests, answering questions asked by guests and meeting the expectation of guests during their stay. Receptionists are expected to be friendly, professional, responsive and able to multi-task.

1. The day-to-day tasks included:

Dealing with bookings

Completing procedures when guests arrive and leave

Choosing rooms and handing out keys

Preparing bills and taking payments

Taking and passing on messages to guests

Answering questions

Dealing with complaints or problems

2. Skills that I learned

Administration and customer service skills

IT skills such as u need to computerised booking and payment systems

Good in writing and speaking communication skills included foreign language(English, or others)

Friendly and professional telephone manner

The ability to stay calm under pressure and look after several things at once and find out the solution