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First day of internship, my friend and I wait at Human Resources Department Offices. I visit Hotel Grand Continental's building, infrastructure, facilities provided and introducing myself as a trainee to the staff. I have been given task as waitress at Coffee House name Jala Mas and having ice breaking session with the Captain, Syafiq Syazwan and other staff.

Nice place, nice environment, nice people!

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Come to work early, wearing proper attire as a waitress. Serve guest during breakfast (6.30 am until 10.30 am). I learn how to clear plate after guest have finished their breakfast and setting table again. Meet Mr. Zefry Raizal, F&B Executive of Hotel Grand Continental to introduced myself as trainee here.

3 pm - 3.30 pm : Briefing session

Having meeting with Mr. Zefry and all the staff at Coffee House to share information, discuss any issue and solve problem.

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Make decoration for birthday party that will be held during dinner. Prepare plates and cutleries, setting table for steamboat package.

Guest from LarRich arrive at 9 pm. Serve them with warm services. Clearing plates and change dirty table cloth.

Steamboat package B = 6 pax
Steamboat package C = 8 pax

Total 14 pax.

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This is the Chinese Wear arrangement for Chinese Course Dinner.
1. Chopstick
2. Chinese spoon
3. Chinese tea cup
4. Chinese sauce bowl
5. Rice bowl

Explained by the Captain, Syafiq Syazwan. There are 7 course in Chinese set dinner at HGCKT. Usually the meal will be serve one by one according to the menu. The price starts from RM888 per table for 7 to 8 person.

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Incharge of banquet service at Kapas Hall.

Guest from Institut Kimia Malaysia.
Total number: 48 pax

I arrange the plates and cutleries for VIP table and make the napkin based on what I have learn before (bird of paradise). Assist guest during dinner and collect dirty plates.

When the VIP guest sit at their place, I open the napkin and put on their (peha)

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After the guest finished their meal, I collect dirty plates and cutleries and setting the table again. I have to ensure all the equipment is ready for the next customer.

From left : BB plate, followed by tissue and table fork.
At the right side, table spoon and knife.

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After breakfast buffet done at Coffee House, I will check all floors for dirty tray. From fifth floor until floor thirteen. Basically the dirty plates comes from room service order and fruit platter given to regular guest or guest who request it. I have to bring trolley to make it easier to collect plates.

After we received phone call for rooms services, we send the food to the guest's room and we ask the guest to put it outside of the room after 30 minute to make it easier for us to collect the dirty plates back and to ensure the guest room is not disturb by the dirty plates.

We are suppose to collect 30 minutes after the foods delivered to guest, but sometimes we do not have much time. We have to record the room number, time  order and delivered, staff in charge and time collect the dirt tray to follow up and to remind other staff that we have room service and we should collect back the plates.

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Waiting customer at the entrance and ensure the place is tidy. The chair and table should be in proper arrangement for guest to walk in the Coffee House.

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Today I wipe the wet plates.

After the dirty plates send to steward at the kitchen, we have to wait for the clean plates. I put the plates on the trolley to wipe it at the front. We should use a clean towel to wipe the plates and cutlery to ensure the cleanliness. If there is still dirt on the plates, we have to put it aside for steward to wash it again.

After I have done wiping the plate, I put it at the buffet line.

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We have lunch from Scuba Diving Association.
Total number : 60 pax

Wiping the plates, putting the goblet and highball and fill the warm water. I set the round table for the VIP an arrange the plates and cutleries. Ensure all the equipment is complete.

I wait at station to assist guest in need. Collect plate that guest have finished the meal and setting the table again

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Deliver room services to the guest.

I give complimentary fruit platter to regular guest and guest at premium level which are at level 11 until 13.

I learn how to give the best services by knocking the door, said 'room service' and wait for the guest to open the door. Repeat it again two times if the guest did not open the door.

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Wipe all the table at smoking area, top up the packet sugar and creamer, arrange the chair and table, and replace the ashtray.

I have to ensure the smoking area is tidy because sometimes we do not notice the guest has leave the place with dirty plates and used ashtray.

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Top up plates.

After I have done wiping the plates, I put it at buffet line. The plates need to be place neat and tidy because the guest will look at the buffet area and they will have a good impression about this hotel. The logo of Hotel Grand Continental must be synchronise and place the logo outside that will make guest notice.

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Learning the arrangement of equipment for steamboat.

Appetisers plates, BB plates, coffee saucer, soup cup, tissue, fork, table spoon, goblet, highball and sauce cup.

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I put the clean soup cup at the soup area to be ready for dinner and breakfast tomorrow. I arrange the soup cup properly to make it looks proper with the logo in the straight line.

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I learn to make drinks by following the measurement. Standard number of teas spoon for the flavor was given and we need toto follow it to ensure the taste quality of the drinks.

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Treat guest who come for dinner at 8.30 pm. They are having birthday party at Jala Mas Restaurant. I give menu card to them and take their order. Make their drinks and serve them. Take cooked food at kitchen and bring it to the guest. Lastly, my friend and I clear the plates.

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Steamboat package B = 4 pax

Prepare the equipment for steamboat and setting the table. Serve guest during the dinner and clear their plates after finished.

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Going outside with Madam Linda, Sales Executives to make marketingdh and promote Chinese New Year promotion package. We gives flyers to people that we met, promote at shop, and put it at the car.

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Assist guest during breakfast at 7 am until 10.30 am. Prepare plates, highball, and cutleries for lunch buffet at Coffee House.

Guest : Persatuan Bola Sepak Sarawak
Total : 30 pax

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During the dinner, we have a lot of guest who come without reservation, so we have to be ready for it. Serve the best services to them and help them to get what they need.

Even we do not have much time to rest, we have to stay alert and smile in front of guest.

Be a kind person with big-hearted, great follower today will be a great leader tomorrow!

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The auditor from Head Quarters, Mr. Eric come to visit the hotel and improve the operation. We have briefing session at 3pm to discuss things that need to be change and sharing information.

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Meeting with Mr. Eric and the staff from kitchen and F&B to make brainstorming with new menu. We have to share idea and make suggestion on how to meet customer needed and follow the trend.

We may taste the food to get the exact taste to inform the guest about the menu.

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Jasmine's birthday preparation for buffet dinner.

Decorate Coffee House with balloons and colourful flag. Wiping cutlery and crockery, and setting the table for the full house dinner. Clearing guest plate and assist guest in need.

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Serve welcoming drinks to Persatuan Bola Sepak Selangor.

Waiting guest at the entrance to give the drinks and wait to collect the glass back. Smile all the way to make them satisfy staying at the hotel.

Drinks : Ice lemon tea.

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The evening shift.
Being a runner to pass fire order to the kitchen staff.

I give order list from F&B to the chef to inform the order from guest. Wait and stay alert if the food is ready to be serve to guest when the bell is ringing. Bring along a tray to put the order item as the food is still hot.

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A day off.

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Today we have a small farewell party for the Executive F&B, Mr. Zefry Raizal because he will be transferred to Paya Bunga Hotel soon. Give present to him and eating pizza together with F&B staff.

Even though Mr Zefry guide me just for two month, he give a lot of motivation for me to success in my career. He start from the bottom as a waiter and with the patient he have, now he is in high position.

From a good followers, comes a great leader!

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I followed banquet staff to the hall to see the progress for the dinner tonight.

Amin showed all the hall and he explain about the purpose of guest use different hall because some of the hall is suitable for meeting only and the rest is for party or wedding ceremony.

Amin also shows all the halls inside the hotel.

1. Perhentian Hall.
2. Redang Hall.
3. Serenggeh Hall
4. Duyong Ha

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Send fruit platter to regular guest or guest who request it. Basically we will knock the door first but if the guest does not check in yet, we will put the fruit platter at the table.

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Chinese course dinner.

At the evening, I set the table for Chinese course dinner. Bring the chinnese wear to the table and set the table using the right arrangement. Waiting the guest at the host area, assist guest in need, and clear their table after eating.

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Storing the creamer by using First In First Out (FIFO) rule.

I have to arrange the creamer according to the expired date to ensure the staff use the creamer that stored before. Always check the expired date of any foods and drinks to ensure the guest and staff is in a good health.

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Today we have the ceremony for

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Off day and replacement off day. Going back to hometown (Kelantan)

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Setting table for VIP. Tonight have dinner.

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This is the complete set of plates and cutlery for breakfast. As the guest have variety of foods to choose, we have to prepare table spoon, table knife and also the table fork.

The logo of HGCKT ta the BB plates must be upside and at the left for guest to put their cutlery after finished one meal and we can collect the dirty plates without taking the cutlery. The saucer must be in the middle of the table to look nice and the HGCKT logo must be synchronise and facing the stairs.

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This is complimentary fruit platter that will be given to regular guest or guest staying at premium floor and suites. The welcome platter will be e deliver to the guest room after check in or before the guest check in.

F&B staff will write down their room number at room service book to remind other staff that they have to collect the plates at outside of the room.

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This is the video during clearing plates. I have to bring along the tray as the item in the table is small and easy to carry using tray.

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Off day.

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Being the host.

Great guest during breakfast at the table near staircase, welcoming guest, saying good morning to them, and taking the guest voucher breakfast. In charge if the guest does not have voucher, they need to pay at the counter.

Kids : RM18 per person.
Adults : RM30 per person.
Senior citizen : RM18 per person.

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Today I am working at 3pm until 11pm. I am doing apple juice for guest who request it. Usually we use 6-7 pieces apple for a glass of apple juice. To make apple juice, we have to put a pinch of salt to prevent the colour become dark as apple is sensitive with atmosphere.

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STEAMBOAT FROM KBU

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Today is the last day at Coffee House as I will be transferred  to Front Office on 5th April.

I organise the menu paper according to their type of food such as chicken, beef, seafood, vegetables, drinks, western and soup. It is easier for other staff to find the menu based on their type and they do not have to print it again.

Save the paper. save our Earth!

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Replacement of public holiday. Going back to hometown for three days.

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Today is the first day I being transferred to another department which is Front Office Department. My working hour for the first week is from 9 am until 5 pm.

Front Office Assistance of the day:
Morning shift - Nabella, Hanif, Sara and Aisyah.
Evening shift - Badrul and Syafiz

Arrival : 10 room / 5%
Check out : 14 room
Occupancy tonight :24 room/13%

I have met Front Office Executive, Mr. Sufian to introduce myself and ask him to guide me as I do not have much knowledge as a receptionist.

The hotel use Springer-Miller: Hospitality Management Systems to run the operation. All computer in the hotel that have SMS system will get information for any update as example, four computer in front office, one computer at housekeeping, computer at sales and account department may access the software. Based on SMS system, there are general availability, property snapshot, available room, channel distribution and many else.

New start, new people, new spirit!

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Front Office Assistance :
Morning shift - Nabella, Hanif, Sara and Diyana.
Evening shift - Shafiz and Aisyah
Overnight shift - Badrul

This is the room rate 2018 for Hotel Grand Continental Kuala Terengganu. There are four categories for the room which are standard, deluxe, premium and suites.

The room rate is differ for guest who walk in, under corporate or government. Government have special benefit as their price is cheaper than others. Guest need to bring along their government or corporate card to ensure they have their right to get discount price.

The cheapest room rate starts from RM259.00 nett for standard twin room and the highest room rate is RM1399.00 nett for Royal Suite room.

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Front Office Assistance :
Morning shift - Hairil, Hanif, Sara and Diyana
Evening shift - Nabella and Aisyah

Arrival : 19 room / 10%
Check out : 28 room
Occupancy tonight :30 room/16%

Hanif teach me on how to use the system as I do not have knowledge on SMS systems. Usually the front office staff use shortcut keypad as it is easier for them but they suggest that I should use mouse to click on any item as a beginner there.

The staff show me the procedure for check in, check out, update guest information, writing bills and many else. Each receipt have their own meaning such as:

1.Temporary receipt : Payment for room and deposit from guest upon check in.
2. Paid out receipt : Refund made for guest upon check out.
3. City account : Overnight staff will be incharge for city ledger (Usually made for guest that check in under their company and all the expenses will be paid by the company)

Today we have complimentary room (in-house use) from KWT Engineering. They come to service air-conditioner under Mr. Safuan (Maintenance Executive).

Complimentary room is the room that will not be charge such as a group of football booked 20 rooms, the hotel will give one complimentary room for them. It shows that we are delighted to have them in the hotel and shows our gratitude to them.

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Front Office Assistance of the day:
Morning shift - Badrul, Sara and Aisyah
Evening shift - Nabella and Hairil
Overnight shift - Hanif

Arrival : 9 room
Check out : 29 room
Occupancy tonight :21 room/11%

This is the registration card that we have to give to guest upon check in and we need to ask their Identification Card or passport as we need to make photocopy and update their information in the system and as our reference. The guest only need to fill on the remark only such as name, phone number, vehicle plate number and their signature. We have to write their room number at the upper side and the source of booking such as Agoda.com, Booking.com, Traveloka, Direct with hotel, Pacific World, Expedia or etc.

The registration card will be put on the basket at the right side of counter as the night shift staff will do night audit and pick the card that customer will check out tomorrow. The night staff will put at the left basket for the morning shift staff as during check out the registration card need to be staple together with the invoice and put it at the drawer as Account Department staff will collect it.

Today we have cancellation from guest name Yahia Rakeeb, payment through Agoda for three rooms. Check in on 26 March but he cancel the booking. The payment for three of the room has been charged and it will not be refund back as the hotel policy is any payment made by online booking is non-refundable.

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Front Office Assistance of the day:
Morning shift - Syafiz, Sara and Badrul
Evening shift - Nabella and Hairil

Arrival : 50 rooms / 26%
Departures : 20 rooms/11%
Occupancy tonight : 56 rooms/29%

Group arrive : CHY Vegetarian Planner (16 rooms) one room under complimentary room.

Today the staff ask me to write guest meal voucher. I need to fill up the guest name, room number, the date for meal and slash the charge because the breakfast is included in the room charge. The voucher is valid for the date stated and it is for specific number of guest. Breakfast start from 6am until 10 am.

As example, the room(standard twin) can be occupy for two person but the guest come with three person and they want to have breakfast. One of the guest need to pay at Jala Mas Coffee House as they only have two vouchers.

Charge for breakfast buffet:

Adults - RM30 per person
Children - RM18 per person

The guest have to give the meal voucher to the host at Coffee House to inform them that they do not have to pay for the breakfast.

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Front Office Assistance of the day:
Morning shift - Badrul,Sara and Diyana
Evening shift - Nabella and Syafiz

Arrival : 20 room / 11%
Departures : 60 rooms/32%
Occupancy tonight :32 room/17%

Group in house: CHY Vegetarian - 16 rooms.

I help the staff during check out and writing refund receipt for the guest. Giving feedback form for guest and saying thank you, hoping them to come here again.

This is the uniform for front office staff. Black scarf, black blazer, white shirt, and black pants. I need to wear the TRAINEE name tag during working to inform guest that I am not the staff and hoping that they will understand that I am learning to be a receptionist.

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A day off :)

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Front Office Assistance of the day:
Morning shift - Nabella, Hanif, Sara and Aisyah
Evening shift - Syafiz and Badrul

Arrival : 61 rooms / 32%
Departures : 16 rooms/8%
Occupancy tonight :84 room/44%

Group In House : Rafflesia Travel (13 rooms)
Group arrive today : KETENGAH (31 rooms)

Room tour with Front Office Executive, Mr. Sufian. He shows the standard, deluxe, premium and suite room as I have to recognise all the room to explain better  to the guest.

**Standard room are the basic room that have the basic amenities. Level 5 until 7. There are four type of room which are:

1. Standard twin (2 single bed for 2 pax)
2. Standard studio (1 king bed for 2 pax)
3. Standard family (1 king bed and 1 single bed for 3 pax)
4. Standard quad (2 king bed for 4 pax)

**Deluxe room are refurbished room that have new facilities, amenities and surrounding. Level 8 until 10.

1. Deluxe twin (2 single bed for 2 pax)
2. Deluxe studio (1 king bed for 2 pax)
3. Deluxe family (1 king bed and 1 single bed for 3 pax)
4. Deluxe quad (2 king bed for 4 pax)

**Premium room is at level 11 until 13. The room are high end room that have bathrobe, sandal, mini bar, free access to business centre, free food and drinks in the room, get welcome food platter, daily newspaper deliver to room, 10% discount on laundry service, 10% on food and beverage and free access of premium business lounge.

**Royal Suite room is at level 13. Suite room have Jacuzzi, gym bicycle in the room, bathrobe, free food and drinks in the room, daily newspaper send to room, get welcoming food platter. The chair in the room is different with other room as it looks more expensive, the bed sheet is also different. The room also has small pillow and the table has glass cover on the top.

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Front Office Assistance of the day: .
Morning shift - Nabella, Hanif, Sara and Aisyah
Evening shift - Aisyah and Syafiz
Overnight shift - Badrul

Arrival : 20 room / 11%
Check out : 63 room/33%
Occupancy tonight :46 room/24%

Group In House : KETENGAH (31 rooms)
: Rafflesia (13 rooms)

This is the pin and pay machine. Aisyah teach me on how to use the machine. When guest have made online booking such as through Booking.com, we can justify their credit card number with the total of payment inclusive 6% of GST.

I learn to charge the guest's credit card by following the number written in the booking paper with the correct amount. If the credit card can be charge, we post it in the SMS system. Then, if the credit card cannot be charge because of insufficient fund, do not honour or invalid response, we have to inform the guest through the booking website.

The verifone machine will give two copy which are customer copy and merchant copy. The customer copy should be attach together with the booking paper and merchant copy should be attach at invoice receipt.

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Front Office Assistance of the day:
Morning shift - Diyana, Sara and Nabella.
Evening shift - Aisyah and Syafiz

Arrival : 10 room / 5%
Check out : 28 room/15%
Occupancy tonight : 31 room/16 %
Occupancy last night : 53 rooms/28%

Today I learnt on how to post guest payment to the SMS system. By clicking the reservation ID, I have to ensure the name is correct and click bills. Enter the code for Mastercard/Visa/Amex. Post the correct amount and enter the credit card number.

Then, the total amount of the guest paid will be  shown at the bills. The payment is successful as the payment has been deducted from the guest's account. I have to print the invoice receipt for Account Department reference, attach together with the merchant copy from pin and pay machine.

During check in, the guest that their payment has been deducted only need to fill registration card and give their IC for photocopy and need to pay some deposit.

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Front Office Assistance of the day:
Morning shift - Diyana, Sara and Nabella.
Evening shift - Aisyah and Badrul
Overnight shift - Hanif

Arrival : 29 room / 15%
Departures : 25 room/13%
Occupancy tonight :36 room/19%
Occupancy last night : 35 room/18%

Group arrive - Selangor FA (19 rooms). 15-17 March. Two rooms under complimentary rooms. Staying 3 days 2 night until 17 March.

Today I help the staff handle Selangor FA group check in the hotel. I give the room key to the guest and update their name in the system. The Selangor FA player enjoy welcome drink while they wait for check in as Jala Mas Coffee House serve them ice lemon tea at the lobby.

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Front Office Assistance of the day
Morning shift - Shafiz, Sara and Diyana.
Evening shift - Nabella and Badrul

Arrival : 33 rooms / 17%
Departures : 13 rooms / 7%
Occupancy tonight : 59 rooms / 31%
Occupancy last night : 39 room / 21%

Today the surcharge RM50.00 nett per day, per room for peak period during schools holidays starts until 25 March. Guest under corporate or government have to pay the surcharge, add the amount to their rate. They may choose to use government rate + surcharge per day or choose walk in rate.

We received information from housekeeping that the amenities in the room that guest request for extra will be charge starting from today. The policy is from HQ KL.

We have to inform guest that the extra amenities will be charge and we just deducted from their deposit if they agreed. If they do not have deposit left, they have to pay upon check out.

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Got MC from Hospital Sultanah Nur Zahirah as I have a fever and allergic symptom.

This photo was taken two days ago (15 March) during the visit from Dr. Marlisa as she request Human Resources Executives to fill in some survey regarding internship program at this hotel. Dr. Marlisa also ask me some question about my experience here or if I have any problem.

Overall is okay, great experience! Thanks to Dr. Marlisa for the visit :)

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My off-day ;)

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Front Office Assistance of the day:
Morning shift - Shafiz, Diyana and Nabella.
Evening shift - Aishah, Sara and Hanif

Arrival : 65 rooms / 34%
Departures : 101 rooms / 87%
Occupancy tonight : 165 room/ 87%

Today Mr. Sufian ask me to learn online reservation from Diyana. She explained about online booking from the start. This is the website that customer will see with the date, available room and the room rate. The hotel only sell deluxe room, premium room and suite at online and standard room for walk in guest.

For deluxe room, the price is inclusive for breakfast but for premium room, the guest may choose for breakfast or not. If the room include breaksfast, we state OTA (online travel agent) and if the room is not include breakfast we state RO*BF (room ony without breakfast). The amount mentioned are including travel agent commission.

These are the list for website that property charge :Payment made through the website ( Agoda, Traveloka, Pacific World)

The list for Pax account : Guest credit card number is retrieved from the website that guest make online booking (Booking.com, Expedia, Direct With Hotel)

The steps:
1) Guest make online booking through Expedia.
2) We received the email with their information, print and make reservation at SMS System to get booking ID.
3) Request credit card number or get it from the website that the guest booked), write at the booking paper.
4) Charge their payment at Verifone (pin and pay machine)
5) Post the charge at the system if the credit card is successful, if not successful, update the reason at the website to inform guest that their payment is not settle yet.

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Front Office Assistance of the day:
Morning shift - Shafiz and Nabella.
Evening shift - Aishah, Sara and Hanif

Arrival : 94 rooms / 49%
Departures : 73 rooms / 38%
Occupancy last night : 129 rooms / 68%

This is complimentary platter log book. Complimentary platter is given to premium floor only which are level 11, 12 and 13 only. I have to write down the guest name and their room number at the small paper to give to F&B staff and they will pass to the kitchen.

Usually they will give variety of fruits or some handmade cookies deliver to the room. F&B staff will deliver to the guest room at the evening or night before 10pm.

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Front Office Assistance of the day: Diyana and Nabella.
Morning shift - Shafiz and Nabella.
Evening shift - Aishah, and Hanif

Arrival : 44 room/ 23%
Departures : 89 room/47%
Occupancy last night : 158 room/83%

This is privilege card given to loyal customer. Today this card is belong to Ms. Amy Han Leingh Ping as she always stay at our hotel. There are many special benefit for this privilege card. The card can only use for the name in the card only and at every Grand Hotels in Malaysia or International.

The guest may get discount price for privilege member as it is the lowest price.

HGC privilege rate :

Deluxe twin and studio RM170 nett.
Deluxe triple RM220 nett.
Premium twin and studio RM240 nett.
Premium triple RM290 nett.

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Front Office Assistance of the day:
Morning shift - Aishah and Badrul
Evening shift - Nabella and Hairil
Overnight shift - Hanif

Arrival : 78 room / 41%
Departures : 103 rooms
Occupancy tonight : 101 rooms / 53%

This is the temporary receipt, given to guest upon check in. The first white paper will be given to guest. We give the temporary receipt to the guest when the guest pay their room charge that has not been paid through online booking and their deposit. Second paper in pink color should be staple together with the printed report of evening shift or night shift during closing the money in the machine.

All the information must be correct as we have to post their TR number so that we can trace it back when we have any problem.

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Front Office Assistance of the day:
Morning shift - Diyana and Shafiz
Evening shift - Nabella and Hairil

Arrival : 74 rooms / 39%
Departures : 60 rooms / 32%
Occupancy tonight : 132 rooms / 69%
Occupancy last night : 124 rooms / 65%

This is paid out receipt. We give this receipt whenever the guest has any refund upon check out. We have to collect their temporary receipt and exchange with the paid out receipt. The refund amount must be correct as it shown in the Folio of customer at SMS System.

After night staff made settlement, the total amount will shows in positive or negative. Positive means the guest has to pay the amount while negative means we have to return the stated amount to the guest. Before printing the invoice receipt to give to guest upon check out, we have to enter the reference number so that the amount will be zero, means that the payment for the guest is settle.

Upon check out, I ask the guest to sign at invoice receipt and paid out receipt, give the copy of paid out receipt and the copy of the invoice, put it in the small envelope to the guest.

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Front Office Assistance of the day:
Morning shift - Aisyah and Diyana
Evening shift - Syafiz, Nabella and Sara
Overnight shift - Hairil

Arrival : 37 rooms / 19%
Departures : 113 rooms / 59%
Occupancy tonight : 77 rooms / 41%
Occupancy last night : 153 rooms /81%

I learnt to answer internal and external phone call. We have to answer external phone calls with the specific greeting and it is differ from internal phone calls. The phone ringing between internal and external call is different as internal sound slowly than external.

The greeting for external should be in long sentences as we have to inform guest that this is Hotel Grand Continental Kuala Terengganu but for internal, we just have to mention that we are receptionist.

I answered the phone call and assist guest for their reservation or extend the number to the office if the guest request.

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REST DAY.

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Front Office Assistance of the day:
Morning shift - Nabella, Sara and Hanif.
Evening shift - Syafiz and Badrul

Arrival : 26 rooms / 14%
Departures : 32 rooms / 17%
Occupancy tonight : 39 rooms / 21%
Occupancy last night : 45 rooms / 24%

The front office assistant, Hanif teach me on how to make room key. The key decoder can be use to make keys for the room and for the halls in the hotel. Guest only can use the key according to the duration set by the staff.

The correct key must be given to the correct guest as it sync with SMS System. Guest may get two keys if they request it and must return it back to the staff upon check out. The key is really important as front office staff record the total amount of the key everyday. If the key is missing, they have to pay RM20 per key.

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Front Office Assistance of the day:
Morning shift - Nabella, Hanif and Sara
Evening shift - Aisyah and Shafiz

Arrival : 27 rooms / 14%
Departures : 24 rooms / 13%
Occupancy tonight : 45 rooms / 24%
Occupancy last night : 44 rooms / 23%

Group arrival - CIDB Malaysia (14 rooms), resident package.

Resident package is for group that staying in the hotel and use the hall. They will have breakfast, hi-tea, lunch and dinner (include in the package).

This is the receipt given by Jala Mas Coffee House to front office staff when they received room service order or guest dine in at the Coffee House. After the F&B staff deliver the meal ordered by the guest to the guest room, the guest may choose to pay either by cash or pay it upon check out. The guest  must fill their name and signature at the reciept.

I learnt how to post the room service charge into the guest account. I have to key in the correct amount with the check number as reference. The amount posted will be appear at the guest's bills.

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Front Office Assistance of the day:
Morning shift - Haniff, Hairil, Diyana and Sara
Evening shift - Nabella and Aisyah
Overnight shift - Syafiz

Arrival : 20 rooms / 11%
Departures : 42 rooms / 20%
Occupancy tonight :36 room / 19%
Occupancy last night : 56 room / 29%

CIDB group (14 rooms) have depart. I assist them upon check out as they only need to return their key room. The payment for the room is under their company so Sales Department will handle about their payment.

This machine is use upon check out as we have to punch the registration card after the guest has check in their room. It will show the time and date when the registration card is punch. It is important as we can trace it back when any problem arise.

A complete registration card with guest IC or passport and their booking slip will be put at the right side as the night staff will check for special billing and clear their payment.

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Front Office Assistance of the day:
Morning shift - Badrul, Aishah and Diyana
Evening shift - Hairil, Nabella and Sara
Overnight shift - Hanif

Arrival : 21 room / 15%
Departures : 25 room/13%
Occupancy tonight :36 room/19%
Occupancy last night : 35 room/18%

Upon check out, we have to give Grand Hotel bookmark as a gift to the guest. The bookmark have the information about Hotel Grand Continental Kuala Terengganu such as telephone and fax number, email, the hotel website URL, and the location of the hotel.

Then, we also need to give  the feedback form to the guest as we need to improvise our services. Guest may rate our services and facilities in average, above average, not satisfied or they may leave any comment regarding the staying here.

# data[].attributes.body
Front Office Assistance of the day:
Morning shift - Nabella and Badrul
Evening shift - Syafiz, Hairil and Sara

Arrival : 52 rooms / 21%
Departures : 25 rooms /13%
Occupancy tonight : 61 rooms / 32%
Occupancy last night : 34 rooms / 18%

Group arrive today : Bike Week PDRM Penang (15 rooms)

Today Hairil teach me on how to post the deposit and room payment to the SMS System. For guest who make reservation online, usually we just have to post their deposit while for the guest that walk in, we post the whole payment for room and deposit.

By searching  the guest room number according to the receipt, I have to ensure the name is same with the system. Post the advance deposit with the TR number as reference, it will appear at the guest profile.

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Front Office Assistance of the day:
Morning shift - Diyana and Nabella
Evening shift - Badrul, Syafiz and Sara
Overnight shift - Hairil

Arrival : 51 rooms / 27%
Departures : 49 rooms / 26%
Occupancy tonight : 94 rooms / 49%
Occupancy last night : 92 rooms / 48%

Group in house : Bike Week PDRM Penang (15 rooms)
Group arrive today : City East West Travels (CEWT), 10 rooms, from China at 10 pm.

I help guest upon check in for CEWT as they need to give their passport and the IC. The room that register using China passport (foreigner) need to pay RM10 for tourism tax for one night/per room. Giving them their key room and update their information at the SMS System.

This is the Hotel Grand Continental forecast for March. It will be found after night audit staff already done running the system. It shows the amount sold each day, arrival, departures, the average room rate sold, and the total revenue for each day. From that forecast we can see either high or low occupancy for the day.

The forecast is important for management as they need to know overall revenues and make improvement for better.

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A day off.

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Front Office Assistance of the day:
Morning shift - Diyana and Sara
Evening shift - Syafiz and Hanif
Overnight shift - Badrul

Arrival : 31 rooms / 16%
Departures : 14 rooms / 7%
Occupancy tonight : 63 rooms / 33%
Occupancy last night : 47 rooms / 33%

Group in house : PDRM FA (1-3 April)
Group arrive  today at 1 pm - C.S Travel from Cameron Highland.
10 rooms and one complimentary room given to the driver.

One of the guest left his phone at GRAB taxi and could not find it. GRAB car : Nissan Almera in grey colour, lost Honor 7 phone in grey color from Merang Jetty to the hotel at 12 pm. I assist him to call the customer service of the GRAB company and give the number to them.

This is the rate for Day Use (early check-in) or late check out rate. Guest may check in before 2 pm with the charge for day use and for guest that request for late check out, it is until 7 pm.

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Front Office Assistance of the day:
Morning shift - Nabella and Sara
Evening shift - Hanif and Shafiz
Overnight shift - Badrul

Arrival : 72 rooms / 38%
Departures : 43 rooms / 23%
Occupancy tonight : 80 rooms / 42%
Occupancy last night : 72 rooms / 38%

Group depart : PDRM FA and C.S Travel and Tours at 10 am.
Group arrive today : Petronas Dagangan Berhad (21 rooms), 3-6 March
: RISDA  Plantation Sdn Bhd (15 rooms), 3-5 March

I assist guest during check in for group RISDA as they have to write their name in the paper that we have assign the room number and update their information in the SMS System. Giving the key room and inform that they are given two keys and they need to return it back because if the key is missing they need to pay RM20 per key.

This is given to guest upon check in. Key card, meal vouchers and wi-fi password. The vouchers given according to the number of guest should be in the room such as for standard twin, two vouchers will be given. The wi-fi password can be connect with for 4 device each pieces and can only be use for a week.

Before we give to guest, we have to check all the item is complete. Usually the morning shift will make the key card and voucher but we still need to check it again to prevent any complaint from the guest.

# data[].attributes.body
Morning shift - Nabella, Aisyah, Diyana and Sara
Evening shift - Hanif and Syafiz
Overnight shift - Badrul

Arrival : 24 rooms / 13%
Departures : 23 room / 12%
Occupancy tonight : 88 rooms / 46%
Occupancy last night : 90 rooms / 47%

Group in house : Petronas Dagangan Berhad (19 rooms)
: RISDA Plantation Sdn Bhd (15 rooms)

Today is the last day for me at Front Office Department as I will be transferred to Housekeeping Department tomorrow.

I ask Mr. Sufian to review my padlet and give comments regarding my report for the month of March and early April.

Being a receptionist even a trainee is not an easy task. As we have to deal with guest that come across the world, we may found that each person will have their own attitude and behaviour. Front office is the first impression when the guest enter the hotel so that we have to show a good personality. The first thing is, smile is important as guest will observe our facial impression.

A million thanks to Mr. Sufian as the Front Office Executives for accepting me as the trainee here and also for all the front office assistant, without them I do not have the courage to stand in front of the guest.

# data[].attributes.body
Occupied last night : 42 rooms
Occupied tonight : 61 rooms

Today is the first day I'm at Housekeeping Department.

This is the duty roster for the month of April which have four shift in a day. It allocated 8 hours for a shift. Morning shift and evening shift should have one supervisor of the day to be the person in charge or the leader. The workplace is really interesting as there are many friendly staff. Hoping that I can learn many things at housekeeping department as it is the basic knowledge in the industry.

I followed Mr. Ismail, the maid to help him clean the rooms. Today each maid was given 13 rooms to be clean include of occupied room and check out room.

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Today is my off day :)

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Occupied last night : 45 rooms
Occupied tonight : 37 rooms

Today I work with Ms. Zarimah, the chambermaid.

She teach me on how to make bed, changing pillow case, bed sheet, duvet, dusting and ensure all the equipment in the room is complete. Honestly she is a good teacher for me as she show me from the basic and it makes me easily understand the instruction. This is the quad room for standard room at level 7. Quad room have two king size bed, 8 pillow and two ........................

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Occupied last night : 37 rooms
Occupied tonight : 29 rooms

Today I help Ms Zarimah from 9 am until 5 pm.

This is the trolley that each chambermaid have. The trolley was kept in their own riser as they already given one floor for each chambermaid. It will be easier for them to have a trolley because they do not have to bring the amenities on their own.

Before they service the room, each chambermaid will fixed the trolley first by top up any item that is not enough in their space. They put all amenities in the trolley such as bed sheet, pillowcase, duvet, bathrobe, drinking water, bath gel, shampoo, soap, shower cap, laundry beg, sanitary beg, towel and others. At the left of the trolley, they will put dirty linen such as towel, bed sheet, pillow case, bath mat and at the right side they will put large garbage bag.

Today also have outside workers that come to spray pesticide inside the room to avoid breeding termites as the furniture is from 20 years ago.

# data[].attributes.body
Occupied last night : 29 rooms
Occupied tonight : 31 rooms

Today I help Mr Ismail from 9 am until 5 pm.

Mr Ismail, the chambermaid  for floor 11 was given 13 room including occupied room and check out room. For the occupied room (guest will not check out today),  we have to make up their room first as we have to clean the toilet change the bed sheet, towels, pillow case, bath met and top up the drinks, tea, coffee, sugar and creamer (TCS).

Before entering the guest room, the chambermaid should knock the door first until three times. After that, they may open the door using master key. if the guest is not in the room, we have to clean the room but if the guest is inside the room, we need to ask them if they want us to make up their room or not.

For the check out room, usually the chambermaid will wait for the guest until they check out. We have to change the bed sheet, pillow case, bath robe, top up the drinks and TCS, dusting all the furnitures, clean the toilet and vacuum the carpet.

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Occupied last night : 31 rooms
Occupied tonight : 33 rooms

Today I help Ms Zarimah doing floor 5, 6 and 7.

This is the chambermaid report that was given by the supervisor of the day. The supervisor will fill in the date, name of chambermaid, room number, room status and extra information that they want to inform the chambermaid. The room number that was not being tick is the room that will not check out today meanings that it is occupied room and the room number that was tick is the room that will check out today.

Each chambermaid need to refer to the report as they was given equivalent total number of room. They have to write the number of bed sheet, pillow case, bath towel, hand towel, bath mat that they take out from the room that called dirty linen and take in the new items. If there are missing item or they make any project in the room or floor they may write in the report as they have to transfer the report into the logbook at housekeeping office.

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Occupied last night : 33 rooms
Occupied tonight : 44 rooms

This is the systems use by housekeeping department, SMS-Miller System.

The system sync with front office department as we can see any updates from front office staff. From the SMS system, the housekeeper can manage to block any room for maintenance, unblock room or release room from vacant dirty(after guest depart) to vacant clean (after maid has tidy up the room.

The colour means that :
1. Blue - The rooms is block for a while for maintenance or any construction.
2. Red - Guest is in house, called occupied room.
3. Black - Guest has depart, maid may clean the room.
4. No color - Vacant clean, room is ready to be sell.
5. Green - Arrival for today.

# data[].attributes.body
Occupied last night : 44 rooms
Occupied tonight : 27 rooms

This is delivery order receipt given by Mr. Dhoby (company that manage laundry).

Mr Dhoby will come in the morning to send guest laundry and pick up dirty linen. The receipt is differ for housekeeping department and guest receipt as guest has different item. The payment for hotel laundry will be settled up by account department and for guest laundry, the amount will be added into guest profile and they need to pay at front office upon check out.

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Happy Friday :)

# data[].attributes.body
Occupied last night : 52 rooms
Occupied tonight : 59 rooms

For the whole week, my schedule is on evening shift which is at 3 pm until 11 pm.
I help Mr. Ismail making beds for family room which have one king size bed and one single bed.

For the occupied room and check out room, we have to change two pieces of bed sheet, pillow case and the duvet. The first layer of bed sheet need to cover the front area and the second pieces of bed sheet need to cover below area and fold two times at the pillow. Then, we put the duvet and fold it two times to make it looks nice. We have to make the bed sheet and duvet looks smoothly to keep the quality of the hotel.

The duvet for standard room is in yellow colour, for deluxe and premium room is white colour. Even though it is hard for the first time, I am being used to it now.

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Occupied last night : 59 rooms
Occupied tonight : rooms

As the hotel need some improvement in the room, repairing work of bath tub is on going from 10th April until 30th April.

I have send the memo to every room to inform guest that the project may cause disturbance. For the occupied room, I just put the memo below the door to not disturb them and for the vacant room, I put it in the study table.

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Occupied last night : 42 rooms
Occupied tonight : 43 rooms

Today Ms. Zaima, the supervisor of the day teach me the role of evening shift supervisor. I have to sit in front of the computer to update the room status.

This is the housekeeping report that supervisor need to fill in. The supervisor need to transfer the information into the report as they need to organise chambermaid to service the room tomorrow. The room number that was not being tick is the room that will not check out today meanings that it is occupied room and the room number that was tick is the room that will check out today.

The information must be update always as the number of guest may increase for the night.

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Occupied last night : 43 rooms
Occupied tonight : 46 rooms

Today we have staff party during dinner. All HGCKT staff and trainee are invited to the ceremony. The theme of the party is about Lang Buana, remind us about the late Tan Sri P. Ramlee and their friends.

Many activities was held such as the best dress competition, singing competition, finding three keys, kicking balloons, music chair and giving presents to the staff. Variety of menu was prepared such as fried rice, laksa, fried mee

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Occupied last night : 46 rooms
Occupied tonight : 40 rooms

Today I sent the toothbrush to the guest who request it, room 822. Only corporate floor which are Level 11 until Level 13 will get the toothbrush.

I have to bring along the master key card just in case the guest is not in the room, I will put it in the room. Usually the maid will knock the door first and said 'housekeeping' to make guest aware of them. If no answer from the guest, we just left it on the table.

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Occupied last night : 40 rooms
Occupied tonight : 24 rooms

This is the items for minibar:

1) Drinking water - based on the number of person taht may be occupied in the room.
2) Water heater
3) Tea, sugar, creamer and coffee.
4) Coffee cup, saucer and stirrer.
5 ) Keropok Juara - only premium floor will get.
6) 2 bottles of bicarbonate drinks in the refrigerator - premium floor only.

As a supervisor, I always check inside the water heater as chambermaid may forget to throw the water left by guest and ensure all the amenities is complete. Furthermore, I must open the mini refrigerator to make it off mode and check if anything left inside.

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A day off.

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Occupied last night : 45 rooms
Occupied tonight : 50 rooms

My working hour for this week is from 7 am until 3 pm as the morning shift supervisor.

This is the role as the morning shift supervisor:

1) Open the housekeeping office.
2) Check the report made by supervisor yesterday as the number of room may increase. Then, divide the total number of room for each chambermaid so that it will be in equal amount of room.
3) In the afternoon, I have to make inspection for the vacant dirty room that has been service by chambermaid as I have to ensure all the necessary things is complete such as towel, minibar item, laundry bag, pencil, notebook, shower gel, shampoo are in the room. I also need to check the all the plug is function, if there is any broken, I have to inform maintenance department.
4)  Release the room that is ready to be occupied

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Occupied last night : 40 rooms
Occupied tonight : 52 rooms

I help Ms. Azizah service the room. On the bed side table, we put pencil, small note pad and the feedback form. It will help the guest when they want to jot down any notes and the feedback form is important as we need to know the guest comment or any dissatisfaction during their stay.

The chambermaid need to ensure all the room have two notice card about the warning of smoking in bed may danger the life and the card inform about the shortcut number that guest may call if they need anything such as,

Number 2 : room service order (Coffee House)
Number 5 : Reception
Number 7 : Housekeeping

I also need to open all the switch telephone to ensure that all function well

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Occupied last night : 42 rooms
Occupied tonight : 50 rooms

This is the toiletries for quad room which can be occupy by four person.

The chambermaid will provide shower cap, sanitary pad, soap, bath gel, shampoo and two highball for guest. They also put toilet rolls, bath mat, face towel, hand towel, and bath towel.

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Occupied last night : 50 rooms
Occupied tonight : 47 rooms

Under bed project with Ms. Zarimah. I help her to clean the room and do the project as the number of room is not too high.

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Occupied last night : 47 rooms
Occupied tonight : 28 rooms

Today I put the flyers of promotion for the month at each rooms.

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Occupied last night : 28 rooms
Occupied tonight : 29 rooms

Today I followed Mr. Ihsan Syairazi, the supervisor of public area. Working from 7 am until 3 pm. We have to wear smart uniform as we need to round the hotel area.

The task for morning and evening shift is differ as their area was divided early, so morning staff will be in charge for the specific area only which are lobby area, business centre, outside of the hotel, administration office, coffee house and terrace. For the evening shift, they need to supervise lobby area, coffee house and terrace, toilet at lobby, staff locker and the stairs.

Mr. Ihsan also showed me the chemical that they use. All the chemical was stored at level 3 as it is dangerous. All the chemical use have their own function.

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Occupied last night : 42 rooms
Occupied tonight : 50 rooms

Making laundry.

I have to wait around 10am to collect dirty linen and make it like that. Mr. Dhobby (company handling hotel's linen and employee shirt) will collect at 2pm.

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Occupied last night : 42 rooms
Occupied tonight : 50 rooms

I followed Mr. Ihsan Shairazi to the chemical rooms. Theese is the chemical use by workers in the hotel. Each chemicals have its own function.