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PRESENTATION INTERNSHIP AT MARRIOTT PERHENTIAN RESORT AND SPA

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The First Internship was in the Recreation Department. (17 March-20 April 2025)

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The First Internship was in the Recreation Department. (17 March-20 April 2025)

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My First Day as an Intern

Today is my first day as an intern. I feel a mix of nervous and excited. Everything is new — the people, the office, and even the forms I have to fill out.

I sat at the table with other interns. We smiled at each other, not sure what to say yet. I saw my name tag, and it made me feel proud. This is the start of something important.

I know I have a lot to learn, but I’m ready. I want to do my best, meet new people, and grow. This is just the beginning, and I’m excited to see where this journey takes me.

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Kids Club:

The Recreation Manager assigned me to the Kids Club during my first month. My main responsibility was to assist with activities and ensure the safety and comfort of the children. I also helped in organizing games, arranging toys, and keeping the area clean and welcoming. It was a valuable experience that taught me how to interact with young guests and support their enjoyment during their stay.

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Learn how to use Walkie Talkie:

I am currently learning how to use the walkie-talkie effectively as part of my daily tasks to ensure smooth communication with other staff members. For example, when a guest requests a buggy, I have to press Channel 1 to contact the buggy team and make the necessary arrangements. I also use Channel 6 when I need to communicate with the recreation team regarding activities or guest inquiries.

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Learn to how use the office telephone:

As shown in the picture, I use the office telephone to contact the kids' parents whenever necessary — for example, to inform them about their child’s condition, updates, or any special arrangements. The telephone also plays an important role in handling various communication tasks at the front desk, including answering calls from guests, making internal calls to different departments, and responding to general inquiries. It is an essential tool that helps ensure smooth and efficient communication in the workplace.

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Form for Parents:

The form is used for parents to register their children and provide important details like their name, age, medical conditions, and emergency contact. The schedule shows the fun activities planned for the kids each day, such as games, crafts, and outdoor play. These documents help keep the children safe and make sure they have a fun and organized experience.

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During my first month, I was assigned to the recreation department. On the first day, I was given a tour around the recreation area, which includes the lap pool, family pool, kids pool, and kids club. The staff explained the rules, responsibilities, and services provided to guests. It was a great opportunity for me to learn about the environment and observe how the team managed guest activities and maintained the area.

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Beach and Sea Colouring:

In this activity, the child is engaged in a fun and creative colouring session at the kids club. They are using coloured pencils to bring a beach-themed drawing to life, which helps to enhance their fine motor skills and encourages self-expression through art. Activities like this are part of the kids club experience, making learning enjoyable and interactive.

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Make a Kite:

This handmade kite is one of the creative activities offered at the Kids Club in Perhentian Marriott Resort & Spa. Made with simple materials like tissue paper and string, it allows children to explore their artistic side while learning about traditional games. Not only is it fun to make, but it also gives kids a chance to enjoy the outdoors by flying their own handcrafted kite.

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Animal Towel Making:

It looks like you did a super fun and creative towel folding activity with the kids at the kids club! The towels have been folded into adorable elephant shapes what a great hands-on way to encourage creativity, fine motor skills, and teamwork. The kids seem really engaged, and it’s such a cute result too!

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Eid Mubarak Kids Activities List:

During our Kids Club Eid celebration, I had a wonderful time carrying out various festive activities with the children. We started the day by making colourful Eid Mubarak cards, followed by moon and star paper plate decorations that sparked their creativity. After lunch, the kids enjoyed weaving their own ketupat crafts and painting moon and star-themed art. In the afternoon, they made vibrant Eid lanterns and excitedly joined a fun-filled Eid scavenger hunt. As the evening approached, we crafted personalised Eid money envelopes and wrapped up the day with a peaceful Eid colouring session. It was a joyful and meaningful celebration filled with laughter, learning, and festive spirit.

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Ketupat Woven Craft:
This ketupat craft was a hands-on activity I did with the kids, using green paper strips to weave a traditional ketupat shape. It was a great opportunity to introduce them to the cultural significance of ketupat during Hari Raya. The kids were excited to try the weaving pattern, and it turned out to be both a fun and meaningful way to celebrate and learn about tradition together.

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Eid Mubarak Card:
I made this beautiful Eid Mubarak card together with the kids as a fun and creative activity to celebrate the special occasion of Eid. We used colored paper to create a crescent moon and mosque, and added little star doodles to complete the festive look. The kids really enjoyed designing and decorating the card, and it was a lovely way to teach them the meaning of Eid while letting their creativity shine.

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Orientation Day:

On this day, I attended an orientation session with the Human Resources department. The session was led by Mr. Mark Martin, who shared insightful information about the growth and development of Marriott. He also spoke about his personal experiences, which were both inspiring and motivating. One of the engaging activities he introduced was drawing an animal that best represents our personality or character traits. We then participated in a “meet and greet” role-play, where we took turns acting as guests and hosts. To wrap up the session, we played a fun “fact or fiction” game about ourselves, where others had to guess what was true or false. The orientation concluded with an introduction to the managers of each department.

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Rolling the Towel:

In this photo, I am carefully rolling a blue and white striped pool towel, preparing for guests to enjoy a relaxing time by the water. The neatly arranged towels in the background reflect a clean and welcoming environment, where every detail matters. This simple task is part of creating a calm, organized space that brings comfort and care to everyone who visits. It's a small gesture, but one that helps make every poolside moment a little more special.

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Closing the Kids Pool:

As part of the kids' pool closing routine, we will be lowering and securing all umbrellas, collecting any litter found around the area, and picking up towels or other items left behind to ensure the space remains clean, safe, and well-prepared for the next use.

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Batik Painting:
We also tried batik painting, where each child got a piece of cloth with pre-drawn designs. They used brushes and colorful dyes to fill in the patterns, painting things like animals and flowers. It was a great way to introduce them to traditional Malaysian art, and they really enjoyed expressing their creativity through the beautiful colors.

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Eid Lantern Craft:
For the Eid lantern craft, the kids used cardboard templates to trace the lantern shape onto colorful paper. After cutting them out, they decorated the lanterns with origami stars and yellow strings to make them more festive. This activity helped them get into the spirit of Eid while also practicing their cutting and decorating skills.

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Opening Kids Club;

As part of my opening duties at the Kids Club, I am responsible for sweeping and mopping the floor, wiping the glass doors and windows, cleaning the toilets, and ensuring the whole area is neat, hygienic, and ready to welcome the children.

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Briefing:

Every day, our recreation team holds a briefing session at the Kids Club, led by our manager, Miss Najwa, who shares important updates such as guest feedback, ongoing issues, and suggestions for improving our work and service quality. She also provides guidance to ensure smooth daily operations and team alignment. In addition to the briefing, we are responsible for the opening and closing of several facilities including the Kids Club, Family Pool, Kids Pool, Lap Pool, and Gym, where we carry out tasks such as cleanliness checks, equipment preparation, safety inspections, and final reports at the end of the day.

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Water Dispenser:

Every morning, I am responsible for ensuring that the water dispenser is filled and ready for use. I collect both ice and water from the kitchen to prepare it. Throughout the day, I monitor the water level, and if it begins to run low, I must promptly refill it to ensure continuous availability. This water is provided for the convenience and comfort of guests visiting the kids club. At the end of the day, during the closing routine, I clean and sanitize the water dispenser thoroughly. Once it is cleaned, I store it securely in a designated safe location to maintain hygiene and readiness for the next day.

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Rounding at Lap Pool:

I was assigned to conduct routine rounds at the lap pool area. During the inspection, I checked the overall condition of the pool to ensure it was clean and safe for guests. I looked out for any litter around the area and picked up dirty towels that had been left behind. I also made sure the water dispenser was filled and ready for use. In addition, I ensured that all equipment and facilities around the pool were in proper condition and reported any issues that required maintenance or attention. This routine helps maintain a clean and welcoming environment for all guests.

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How to folding the cool towel;

Our supervisor taught us the proper method for folding cool towels. After demonstrating the correct technique, each of us was required to fold the towel individually in front of her to ensure we understood and followed the instructions correctly. This was done to maintain consistency and presentation standards. These cool towels are specially prepared and provided to guests participating in the sunset cruise, as a gesture of hospitality and comfort. The towels must be neatly folded and chilled before being served to ensure a refreshing experience for the guests. This task also emphasizes the importance of attention to detail and maintaining high service standards.

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Gym;

"Ensure that the gym is kept clean, organized, and hygienic at all times by regularly sanitizing all equipment, maintaining the cleanliness of workout areas, and promptly addressing any maintenance or safety concerns. Uphold a high standard of care for all facilities to create a safe, welcoming, and motivating environment for members and guests. Support the overall operation of the gym by assisting with daily inspections, reporting any issues, and maintaining a positive and professional attitude at all times."

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Passport Check In and Chill Out:

Each child is given a special passport to "check in and chill out" at the kids club. They must complete the activities provided and record them inside their passport. Once all the activities are done, they will list everything they have completed. A stamp is then added to each page of the passport to acknowledge their participation and achievements.

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Moon and Star Painting:
I did this moon and star painting with the kids using a paper plate as the base. We painted it dark blue to represent the night sky and then decorated it with colorful paper stars. A large yellow star was added at the top to complete the look. The kids were really excited to see their artwork come together, and it was a fun way to explore shapes and colors.

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Cutleries in Tissue Pocket for Breakfast;

The image shows breakfast cutleries—fork, knife, and spoon—neatly arranged inside folded white tissue pockets. These are stacked in trays for easy access and placed on a counter beside a set of small plates. One complete set is displayed on a placemat to show the proper setup. This organized presentation ensures cleanliness, convenience, and a tidy appearance during breakfast service.

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Dinner Setup;

The table is neatly set for four guests. Each place has a turquoise placemat, a glass, a neatly folded dark napkin, a fork, knife, and spoon, along with a small rustic plate. At the center of the table, there is a small arrangement with a table number card labeled "D5". The setup is located in a modern indoor-outdoor dining area, with a scenic view of greenery and the ocean in the background, creating a calm and elegant atmosphere for dinner.

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Napkin Folding;

This image shows neatly folded grey cloth napkins prepared for table setup. The napkins are folded into a clean and uniform shape, ready to be placed at each dining spot. A stack of unfolded napkins is also visible, indicating preparation in progress. Proper napkin folding adds a touch of elegance and

organization to the dining experience.

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Table Cleaning Spray;

This is the cleaning spray used for wiping tables. The bottle contains "Ecolab Oasis Compaq 10," a heavy-duty all-purpose degreaser cleaner. It is placed on a tray along with several pink cleaning cloths, ready for use. This solution helps ensure all surfaces are properly sanitized and free from grease or dirt, maintaining a clean and hygienic dining area.

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Pre-Breakfast Setup Before Closing;

Before closing the restaurant at night, we ensure all tables are properly set up for the next day’s breakfast service. Each table is neatly arranged with placemats, cutleries wrapped in napkins, and plates. Table numbers and condiments are also placed in advance. This preparation helps ensure a smooth and efficient start for the morning shift.

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Cleaning Station;

Before ending the shift, we must ensure that all placemats, trays, and buzzing buckets are properly washed and cleaned. Cleanliness and hygiene are essential to maintain food safety standards and ensure everything is ready for the next service.

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Coffee and Tea Cups:

Before closing, all coffee and tea cups must be properly arranged on trays. Make sure each cup is clean, dry, and free from stains. Stack the cups carefully to avoid any damage or scratches. Tea cups and coffee cups should be placed separately and organized by type if possible. Arrange them neatly on clean trays and place the trays in the designated area. This preparation helps the morning team start service smoothly and keeps everything organized and presentable.

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Juice Glasses in Chiller;

All juice glasses must be cleaned, dried, and arranged neatly inside the chiller before closing. Make sure each glass is spotless and free from watermarks. Place them in a straight line or stack them carefully, depending on the space available. This step ensures the glasses are chilled and ready to use during breakfast service, helping to maintain efficiency and a clean presentation the next morning.

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Clean and Organize All Stations;

Before ending the shift, make sure every station is clean and well-organized. Wipe down all surfaces, remove any trash, and return all tools or equipment to their proper place. Check that nothing is left out, and the area looks neat and ready for the next team. Keeping each station tidy ensures a smooth start for the next shift and maintains a professional and hygienic work environment.

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Baby Chairs:

Always ensure baby chairs are cleaned thoroughly after each use. Wipe down the tray, seat, backrest, and footrest with a sanitized cloth to remove any food crumbs, stains, or spills. Check the straps and under the seat as well. Once cleaned, return the chairs to their designated storage area neatly. Keeping baby chairs clean helps maintain hygiene, ensures safety for the next child, and reflects good service standards.

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Napkin for In-Room Dining (IRD);

Each IRD napkin must be folded neatly in a pocket style to hold essential items securely. It should include a fork and knife, along with sachets of salt, pepper, and wet tissue or condiments, depending on the order. The presentation should be clean, uniform, and elegant to reflect hotel standards. Always double-check for cleanliness, no stains or wrinkles, and ensure items are inserted properly before delivery to the guest’s room.

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Plates Arrangement for Buffet;

Ensure all plates are neatly stacked according to size and type—dinner plates, side plates, and soup bowls. The stacks should be aligned, clean, and easily accessible for guests. Always check for chips or stains before placing them. Refill and arrange regularly to maintain presentation and guest convenience throughout the buffet service.

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Drying the Placemats After Washing;

After washing the placemats, ensure they are properly hung to dry as shown in the image. Spread them out evenly on the drying rack to avoid wrinkles and ensure full air circulation. This helps maintain cleanliness, shape, and readiness for the next use. Always check they are fully dry before storing to prevent any mold or odor.

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Juice Glasses Arrangement at the Bar;

All juice glasses must be neatly arranged upside down on the tray at the bar counter as shown in the image. Ensure the glasses are clean, dry, and aligned properly to maintain hygiene and presentation standards. Always check for any smudges or watermarks before placing them. Keep extra trays stacked nearby to ensure smooth service during busy hours.

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Deep Cleaning Around the Bar Area;

Ensure the entire bar station is thoroughly cleaned at the end of each shift. This includes:

- Wipe and sanitize the sink and surrounding surfaces.

- Clean and dry all utensils, shakers, jiggers, and bar tools before placing them back in their designated spots.

- Disinfect the chopping board and allow it to dry properly.

- Clear any water residue around the sink and on the counter.

- Wipe down all machines, including the water boiler.

- Empty and clean the small condiment containers and racks.

Maintain cleanliness to ensure hygiene and a professional appearance at all times.

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Deep Cleaning for Fresh Juice Display Area;

Ensure this section is cleaned thoroughly every day:

- Remove all juice containers or display trays.

- Scrub and wipe down all stainless steel surfaces, especially around the lighting fixtures.

- Check and clean around the light fittings to remove any dust or juice residue.

- Wipe the cables gently and ensure they're dry.

- Clean the drainage area to prevent clogs or foul smells.

- Dry the entire compartment before placing items back.

This keeps the area hygienic, presentable, and safe for fresh juice display.

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Arrange Culturies;

All cutleries such as spoons, forks, knives, and serving utensils must be properly sorted and arranged according to their respective categories after washing. This helps ensure easy access during service, maintains hygiene standards, and keeps the dishwashing area neat and organized at all times.

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Prepare Order Slips;

Prepare small coffee order slips by neatly cutting the printed sheets. Make sure each slip includes table number, server name, time, and coffee options (e.g. Black Coffee, Cappuccino, Latte, etc.). These slips must be ready at all times at the barista station to ensure smooth and accurate coffee service. Keep them organized in a container for easy access.

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Wrote the Name on Chalkboard;

In preparing for food service, I wrote the names of menu items on small rectangular chalkboard signs using white chalk. This method is practical and visually appealing, especially for buffet-style settings or events, as it helps guests easily identify each dish. Among the menu items labeled were Baked Seabass, Lamb Stew, Corn on Cob, Potato au Gratin, Beef Mandarin in B. Paper, and Slow Cooked Chicken. The boards were first cleaned and dried before writing to ensure a neat presentation. This simple yet effective approach not only enhances the overall dining experience but also adds a professional touch to the food display.

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Organizing the Storeroom;

On this day, I assisted in organizing the storeroom by arranging supplies neatly and ensuring the area was clean and well-maintained. This task taught me the importance of proper inventory management and workspace organization.

By keeping the storeroom tidy, it helped improve efficiency for the team and made it easier to locate items when needed during service.

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Reffill the Water in Air Cooler Fan;

I learned how to fill and maintain the air cooler fan, an important part of keeping beverages cold and refreshing for guests. This task gave me hands-on experience with equipment maintenance behind the scenes.

Understanding how to properly manage the air cooler fan helped me appreciate the technical aspects of beverage service and the teamwork needed to keep everything running smoothly.

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Training session about the Various of Tea:;

I attended a detailed training session on various types of tea including English Breakfast, Oolong, Earl Grey, Peppermint, and Jasmine Green Tea. This expanded my product knowledge significantly.

With this knowledge, I feel more confident in assisting guests and explaining the different teas offered, enhancing their overall dining experience.

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Use the Walkie-Talkie;

On this day, I used a walkie-talkie to communicate effectively with other staff members. For example, I coordinated guest requests like arranging buggy service.

This experience improved my communication skills and helped me understand how important smooth coordination is in hospitality operations.

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Arrange the Various Types of Milk, Tea and Soft Drinks follow the categories;

I organized various types of milk, tea, and soft drinks according to category and brand. This task emphasized the importance of systematic arrangement for efficient service.

Keeping products well-organized not only speeds up service but also aids in accurate inventory control.

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Compile list of products;

I compiled a list of available milk, tea, and soft drink products in the stockroom. This exercise enhanced my skills in stock monitoring and record keeping.

Accurate inventory lists are essential to prevent shortages and maintain smooth operations in the food and beverage department.

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Par Stock Iventory List;

I learned how to fill out par inventory sheets, tracking stock in hand, stock in, stock out, transfer in, and transfer out. This process is vital for managing stock levels effectively.

Understanding inventory control systems has helped me appreciate the complexity behind maintaining product availability.

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Organizing Buzzing Training;

I participated in buzzing training, learning how to organize clearing trays to keep the dining area running smoothly.

This training helped me understand the importance of teamwork and efficient table clearing in maintaining a great guest experience.

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Coffee Training;

During the coffee training session, I learned about the different types of coffee commonly served in the hotel such as espresso, americano, cappuccino, and latte. I was taught how to differentiate them based on taste, strength, and preparation methods.

We also practiced using the coffee machine, including how to extract espresso shots, steam milk correctly, and present drinks in a professional way. This training helped me gain confidence in making coffee and deepened my understanding of the barista role in providing quality service to guests.

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Daily Task;

I completed my daily assigned tasks such as preparing service stations, refilling items, and assisting team members during service hours. Each task followed a set checklist to ensure everything was in place, clean, and ready before guest arrival.

Routine responsibilities like these are crucial to ensure smooth and efficient daily operations in a fast-paced F&B environment. It also taught me discipline, time management, and the importance of teamwork.

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Basic Training (Table Clearing) & Recognizing Table Positions;

During this training session, I learned the proper way to clear tables efficiently and professionally. This includes the correct technique to carry plates, cutleries, and glassware without making noise or causing discomfort to guests. We were also trained on hygiene and safety procedures while handling used items to maintain cleanliness and service standards.

Additionally, I was taught how to recognize and remember table positions according to floor layout. This skill is important to ensure smooth service flow, especially during busy periods. Knowing exact table positions helps in delivering orders accurately, assisting the kitchen or bar team, and responding to guest requests more effectively. This training helped sharpen my attention to detail and improved my coordination as part of the service team.

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Taking Guest Orders (Coffee & Tea);

I was assigned to take guest orders specifically for coffee and tea, ensuring each order was taken accurately and delivered in a timely manner. This task required active listening, product knowledge, and clear communication with both guests and the beverage team.

Handling orders directly improved my confidence in interacting with guests, especially in understanding their preferences and managing multiple orders under pressure. It taught me to stay calm, professional, and efficient during service hours, contributing to a smooth guest experience.

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Basic Training (Table Clearing) & Recognizing Table Positions;

During this training session, I was taught the proper way to clear tables in a professional and efficient manner. This includes learning how to carry plates, cutleries, and glasses safely while maintaining cleanliness and minimizing disruption to guests. I also learned how to use a buzzing tray to collect multiple items at once, which improves speed and reduces the number of trips to the dishwashing area. The training emphasized hygiene, proper posture, and careful handling to prevent accidents or breakage during service.

In addition to table clearing, I was trained to recognize and remember table positions according to the restaurant layout. This involved memorizing table numbers, zones, and seating arrangements to ensure orders were delivered accurately and guests were attended to promptly. Understanding table positions is crucial for effective communication with the kitchen and service team, especially during peak hours. This session helped me develop stronger situational awareness, improved my confidence on the floor, and gave me a better understanding of service flow in a real restaurant setting.

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9 JUNE untill 3 JULY  (FRONT OFFICE DEPARTMENT)

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9 JUNE untill 3 JULY  (FRONT OFFICE DEPARTMENT)

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Introduction about AYS;

On this day, I was assigned to the At Your Service (AYS) section. My first day involved an introduction session led by the AYS Supervisor, where I learned about the roles and responsibilities of the AYS team. This helped me understand how AYS supports guests by providing personalized and attentive service.

Additionally, I was introduced to the Guest Service Agent (GSA) role and how it complements AYS in ensuring guest satisfaction. This initial briefing gave me a clear overview of the guest service operations and the importance of teamwork between departments.

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Learn about Operation Hours;

On this day, I learned about the operation hours for various F&B outlets in the hotel. This includes detailed timings for the Greatroom Bar, Dapur (All-Day Dining), and Sekoci (Specialty Restaurant). I discovered that each outlet has specific opening hours and service structures, such as à la carte for lunch and dinner at the Greatroom Bar with advance reservation required, breakfast and dinner buffet timings at Dapur, and scheduled seating for dinner service at Sekoci featuring a BBQ seafood set menu.

This information is very important in F&B operations, especially for frontliners and hosts, to ensure guests are guided properly and reservations are handled efficiently. Understanding operation hours also allows better communication with guests and supports smooth daily operations. Learning these helped me appreciate the importance of timing, service flow, and coordination between departments in delivering quality service.

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Prepare Welcoming Drink;

"On this particular day, I was given the responsibility of preparing and serving welcome drinks for guests who had just arrived at the resort. The drink I prepared was lemonade, which is commonly served to refresh guests after their journey. I ensured each glass was filled with ice and presented neatly on the tray. This task taught me the importance of maintaining cleanliness, efficiency, and presentation in beverage service. It also helped me understand how small gestures like serving a welcome drink can create a warm and positive first impression in the hospitality industry."

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Welcoming Guest;

On this special occasion, I was given the opportunity to welcome guests arriving at Marriott Perhentian Resort and Spa. As part of the cultural tradition and to reflect the warm Malaysian hospitality, I was required to wear traditional attire, which included a beautifully patterned kain batik and a matching blouse. The moment felt truly special, as I stood proudly at the entrance with my fellow team member, holding the decorative bunga manggar symbolizing celebration and honor.

This task not only taught me the importance of first impressions but also allowed me to be part of a cultural experience that merges professionalism with local identity. It was a memorable experience that deepened my appreciation for hospitality and tradition.

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Create a Organizing Chart for Team AYS;

"Throughout my internship in the At Your Service (AYS) department at Marriott, I was assigned the task of designing and preparing an organizational chart for the team. This chart outlines the roles, reporting lines, and structure of the AYS department from the Director of Room to the Front Office Manager, AYS Supervisor, Assistant Manager, and all AYS Agents.

By working on this task, I was able to strengthen my understanding of the operational hierarchy and how each role contributes to guest satisfaction. It also gave me the chance to enhance my skills in digital design, attention to detail, and data organization. This experience helped me better visualize how an efficient and structured team functions within a luxury hospitality setting."

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Informational Wall Title – At Your Service (AYS) Department;

This title card was specially designed as the main heading for the information wall of the At Your Service (AYS) department at Marriott Perhentian Resort and Spa. It serves as a clear identifier for the section where important documents and references are displayed, such as the AYS organizational chart, duty schedules, standard procedures, and daily task lists.

The purpose of this title is not only for visual clarity but also to ensure that team members can quickly and easily access the information they need to perform their roles effectively. By having a centralized information board with a clear title, communication within the department becomes more efficient, and operational consistency is maintained. This simple tool plays an important role in supporting smooth daily operations and building a well-informed team environment.

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Preparing Amenities Cards for Our Valued Guests;

Getting the amenities cards ready for our wonderful guests at Perhentian Marriott Resort and Spa. These cards are more than just a piece of paper—they’re a warm, personal welcome that shows how much we care about every guest’s stay. We want our guests to feel comfortable and valued from the moment they arrive, knowing that any assistance they need is just a message away. It’s these small, thoughtful touches that make a big difference in creating memorable experiences and lasting impressions. At Marriott, hospitality isn’t just a service, it’s a genuine commitment to making every guest’s visit exceptional. #GuestExperience #MarriottPerhentian #HospitalityMatters #WelcomeCard

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How to Use the Office Telephone (NEC System);

This NEC office telephone is one of the key communication tools used at the resort to ensure efficient internal and external communication between departments, staff, and guests. It is mainly used in departments like AYS (At Your Service), front office, and housekeeping.

Functions:

- Dial Pad (0-9): Used to dial extension numbers or make outside calls (if allowed).

- Hold Button: Places the caller on hold.

- Transfer: Allows the call to be transferred to another extension.

- Speaker: Activates speakerphone for hands-free communication.

- Recall: Redials the last number called.

- Mic On/Off: Mutes or unmutes your voice during a call.

- Answer: Picks up incoming calls.

- Feature/Menu: Used to access advanced settings or voicemail.

To make a call, simply pick up the handset, dial the extension, and speak.

To transfer a call, press the Transfer button, dial the desired extension, then press Transfer again.

This telephone system plays an important role in day-to-day operations, especially in handling guest requests, inter-departmental coordination, and maintaining professional service standards.

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Title: Micros Oracle System – Keying in Guest Orders;

This is the Micros Oracle POS (Point of Sale) System, which is used to key in food and beverage orders at the resort. The system plays a vital role in recording guest transactions accurately and efficiently, especially for dine-in, take-out, or in-room dining services.

Staff will select the type of guest (Hotel Guest or Walk-In) and the service type (Eat In or Take Out).

Once selected, they can begin entering the order details, which are then sent directly to the kitchen or bar for preparation. The screen also includes options for managing transactions such as cancelling orders, switching outlets (RVC), reprinting checks, and assigning drawers.

This system helps streamline the workflow in the F&B department, reduces human error, and improves guest satisfaction by ensuring prompt and accurate service.

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Marriott Perhentian Resort & Spa Room Location Map;

This image displays the complete guest room layout map of Marriott Perhentian Resort & Spa. It serves as a reference for staff to easily identify room numbers, room types, and the exact location of each building block within the resort.

The map includes various room categories such as SA King, SA Double Double, 1 Bedroom Villa, and Tent Villa. Each type is color-coded for easier recognition and navigation. It is especially helpful for making deliveries, giving guests directions, and managing housekeeping or maintenance tasks.

This map is particularly useful for new staff or anyone working in the At Your Service (AYS) department, as it speeds up operations and ensures efficient and accurate service for guests.

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Hotel Information Board – Marriott Perhentian Resort & Spa;

This board provides important and up-to-date internal information for team members at Marriott Perhentian Resort & Spa. It includes key operational notes to assist with guest service and smooth daily routines.

Highlights:

- Room Categories & Numbers: Lists for Sanctuary Villa, Pool Villa, and Royal Villa to assist with guest location.

- Transportation Details: Schedules for ferry transfers (MP–FF, FF–MP), public boats, and water taxis including fare rates.

- In-Room Dining: Available menu items such as pizza and nugget & fries.

- Restaurant Hours:

- Dapur: breakfast (6:30am–10am), dinner (6:30pm–10:30pm)

- Setoc: lunch à la carte, dinner (buffet/self-menu)

- Greatroom: à la carte, with last order at 10:30pm

- Activity Details: Sunset Cruise, Kayak Adventure, with schedules and pricing.

- Extra Charges: Policies for third-person guests and child charges.

- Available Beverages & Snacks: Soft drinks, curry puffs, keropok, mushroom soup, etc.

This board is updated regularly and is essential for staff reference to maintain quality service, accurate guest communication, and daily coordination across departments.

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Guide to Using the Guest Experience Platform (GXP);

This visual guide outlines the steps and key notes for navigating and operating the GXP system—a platform used to manage guest requests, service tracking, and internal task coordination efficiently.

Key Functions:

- Create & Manage Cases: Used to record guest requests or complaints.

- Example: Sweet, Associate, Club, Spa, DLL.

- Check Reservation Status: Useful to confirm if the guest is in-house, pre-arrival, or checked out.

- Reservation Lookup: Use “Reservation Look Up” feature to search by room number for clear updates.

- Case Subtype: Select correct subtype (e.g., room call pickup).

- Update & Save: After action, tick the case and change status to either Closed or Completed.

- Reminders:

- Open cases must be closed once completed.

- Always record actions clearly in the system for tracking.

- Maintain accuracy when assigning or updating case details.

This system is essential to ensure smooth service recovery, traceable guest feedback, and consistent follow-ups, making it a critical tool in delivering exceptional guest experiences.

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Preparing Amenities & Personalized Cards for Guests;

As part of Marriott's commitment to creating memorable guest experiences, team members prepare thoughtful amenities and handwritten cards to recognize special occasions or guest loyalty.

Types of Marriott Bonvoy Memberships:

1. Ambassador (Mr. Kevin)

2. Titanium (Mr. Ram – frequent repeat guest)

3. Platinum

4. Gold Elite

5. Silver Elite

6. Base Member

Loyalty Recognition:

- Guest loyalty is celebrated through small gestures such as welcome amenities or special occasion cards.

- Platinum, Titanium & Ambassador (PIA) guests receive high-priority attention.

- Gold, Silver & Base Members (GSM) may receive standard tokens of appreciation.

Card Amenities Include:

- Birthday, Anniversary, Honeymoon, or Thank You cards.

- Handwritten notes are used to add a personal touch.

- Cards should be neat, colourful, and sincere to enhance guest satisfaction.

Note: GXP → GPS (Guest Planning Services) – used to track amenity delivery and guest interaction.

This practice reinforces Marriott’s culture of genuine care and personalized service.

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Handling Guest Calls Professionally;

In the hospitality industry, effective communication is key. This guide outlines the standard call handling script and emergency procedures for team members at Marriott Resort Perhentian.

Standard Call Flow:

- Start with a warm greeting:

“Good morning/afternoon, thank you for calling Marriott Resort. This is [Name], how may I assist you?”

- Always confirm the guest's name and room number.

- Offer help clearly and confidently.

- Close politely:

“Thank you & have a nice day, bye-bye!”

Reservation Transfer Example:

- “One moment, I will transfer you to our reservations team.”

Emergency Calls – Key Steps:

1. Greeting:

“At your service, what is your emergency?”

2. Classify the emergency.

3. Collect clear details of the location.

4. Confirm understanding and provide reassurance:

“May I know where you are, sir/madam?”

Important Extension Numbers:

- Pool Bar: 77777

- Family/Children Pool: 77776

- Fitness Centre: 8201

- Loss & Prevention: 8259

- Engineering: 8268

Note: Always maintain a calm and professional tone, ensure the guest feels heard and supported. Excellent phone etiquette reflects our service standards.

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Personalized Greeting Cards for Special Guest Moments;

At Marriott Resort, every guest is treated with special care and attention. These beautifully handcrafted cards are created to celebrate memorable moments such as birthdays, anniversaries, and honeymoons. Each design is uniquely drawn and written by the team, showing genuine effort and creativity. This personal touch not only brings joy to the guests but also strengthens their emotional connection with the hotel. It’s one of the simple yet meaningful ways Marriott ensures each guest feels appreciated and valued throughout their stay.

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Daily Routine - Handling Guest Calls Efficiently;

This setup represents a front desk or service center role at Marriott Resort, where team members manage daily tasks and guest communications. The system on the screen is used to track and log guest requests, room service orders, and internal communications. Sticky notes contain reminders and frequently used phrases to ensure consistent and professional communication. The daily task sheet below lists guest requests by room number and time, ensuring timely follow-up. Taking guest calls, noting details clearly, and coordinating responses with relevant departments is a key part of delivering exceptional service.

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Learning the OPERA PMS System – Marriott Front Desk;

This screen shows the OPERA Property Management System (PMS), used at Perhentian Marriott Resort & Spa. It helps front desk agents manage reservations, guest check-ins, billing, housekeeping requests, wake-up calls, and more.

Key areas visible:

- Front Desk tab: For handling in-house guests and check-ins/outs.

- Reservation Options window: Offers many functions like:

- Housekeeping: Assign or update room status.

- Wake-up Call: Schedule guest wake-up calls.

- Locator / Messages: Leave notes for other departments.

- Room Move / Shares / Routing: Manage guest room changes, shared billing, or split folios.

- Rate Info / History: View rates and past guest activity.

Sticky notes help with villa number ranges and food items to remove from IRD (In-Room Dining) requests.

This system is essential for smooth hotel operations and personalized guest service.

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AYS Daily Task Sheet – Marriott Resort Perhentian;

This sheet tracks guest requests and task follow-ups by the At Your Service (AYS) team. Dated 21/6/2025, handled by Nurain Syahirah, it includes:

- Time-stamped requests from specific rooms (e.g., yoga deck bookings, buggy rides, and transport to "Dapur" – likely the dining area).

- Guest location and pax count (e.g., “Dapur 2 pax”).

- Some requests note special needs like “extra hanger” or buggy to Dive Center.

- Red check marks (✔️) indicate tasks completed.

Used for coordinating guest services efficiently, ensuring timeliness and quality service.

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Daily Routine Before Ending the Shift;

Before ending the shift, make sure to update the morning team with any unresolved follow-up cases. This includes:

1. Room arrangements for special use (e.g. APM inspection).

2. Special food requests (e.g. vegan/vegetarian).

3. Flower orders depending on ferry arrival time and guest budget.

4. Important reminders (e.g. fogging schedule).

5. Guest requests for transport or reservation changes.

6. Availability updates (e.g. SEKOCI fully booked).

Purpose: To ensure smooth handover and avoid delays for the next shift.

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OFF DAY AND REPLACE PUBLIC HOLIDAY (AWAL MUHARAM)

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Taking Guest Orders (Coffee & Tea);

I was assigned to take guest orders specifically for coffee and tea, ensuring each order was taken accurately and delivered in a timely manner. This task required active listening, product knowledge, and clear communication with both guests and the beverage team.

Handling orders directly improved my confidence in interacting with guests, especially in understanding their preferences and managing multiple orders under pressure. It taught me to stay calm, professional, and efficient during service hours, contributing to a smooth guest experience.