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COVER PAGE FRASER RESIDENCE REPORT SYAZWAN.pdf

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BORANG C : PENILAIAN PRESTASI PELAJAR OLEH PENYELIA LATIHAN INDUSTRI 

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BORANG C : PENILAIAN PRESTASI PELAJAR OLEH PENYELIA LATIHAN INDUSTRI 

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BORANG C : PENILAIAN PRESTASI PELAJAR OLEH PENYELIA LATIHAN INDUSTRI 

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BORANG C : PENILAIAN PRESTASI PELAJAR OLEH PENYELIA LATIHAN INDUSTRI 

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BORANG SEMAKAN PENYELIA LATIHAN INDUSTRI 

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BORANG SEMAKAN PENYELIA LATIHAN INDUSTRI 

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My schedule show that today I in the afternoon shift start from 2 pm until 10 pm.  My job to help the chef prepare the foods for buffet ramadhan. Then I have to make the fried sweet potato, fried banana and 'cucur' for buffet ramadhan. This is my last day at kitchen department and also my last day for my intern.I get more knowledge and experience at here. Four month I'm here with all the staff that very helpful and supporting. What I learn at here will be use in my future to working at another place.

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Off day

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Replacement leave of public holiday

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https://m.youtube.com/watch?v=2WpEHboYVxM

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In this morning shift I need to help chef Azizi to refill the buffet for breakfast. Then clear all the foods from buffet table at 10.30 am. After that, Khalifah ask me to prepare the condiment for chicken tanduri and grill fish. Condiment for chicken tanduri is cucumber, onion, tomato and plain yogurt. Then condiment for grill fish is onion, tomato, chili and tamarind water. After finish all of that I need to set up on the buffet table

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My working time same like yesterday. Like usually I need to standby for buffet breakfast until the buffet already closed. Then I help Khalifah the permanent chef to grill the fish and satay for buffet ramadhan. After all the foods already done, I need to set up all the foods on the buffet table. Furthermore, I help Naim prepare the desert and fruit and set up on the buffet table for buffet ramadhan.

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Today I get one task from chef Azizi to clean up the chiller before place the new stock. I take one hour and half to settle this job.Then I continue my work help the chef to prepare the foods for buffet ramadhan. Another then that, i cut the fruit for cafeteria and also for buffet ramadhan. Then, I need to prepare the desert and setting on the plate for buffet ramadhan

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In this morning shift same like yesterday, My work start 10 am until 6 pm. My work  is to standby at buffet breakfast until closed at 10.30 am. Then clear the all foods on the buffet table and bring at the back kitchen. After that, I help the chef to prepare the foods for buffet ramadhan. When all the foods already done by the chef, my job to set up and put the foods on the buffet table.

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Today I'm still in the morning shift but different with before this because my work start at 20 am until 6 pm. First things I need to do is check and refill the buffet for breakfast,Then I need to clear the buffet at 10.30 because on that time buffet already closed. After that, I got one task fro, chef Azizi to arrange back the items inside the freezer at outside kitchen. I take two hour to arrange back the freezer. This is because only me do that work. After that, chef Azizi give 45 minutes to take a break before continue with another work. Then I help another chef to prepare the foods for buffet ramadan.

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Off day

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Today the guest for breakfast are not to much around 200 person only. I still need to make sure all the food complete at buffet table. While I refill the food at buffet table I also help the chef (Ms Malar) to pick up things at store like curry powder, coconut milk, eggs and etc. Then I clear all the food after the buffet already closed. Furthermore, I cooking rice and cut the fruits for cafeteria. This is for non muslim lunch at 11 o'clock. Then I help Ms Malar pick up the things like lemon grass, ginger and spring onion. After that I need to cut all of that because she want use for cooking the buffet ramdhan.

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Today I'm still in the morning shift. Like usually I need to stand up around buffet table to check and refill the food. The food already prepared by the chef and I just need to refill on the buffet table. Then clear the food after the buffet already closed. After that, I help Nurul the permanent staff set up for hi tea. Only one group htea for today arrive at 3 o;clock. We need prepare the desert  for 35 person for today

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In this morning shift I do the same things like yesterday. I refill all the food and also refill the desert.When the buffet already closed, I clear all the food and bring to the back kitchen. After that, I refill the porridge condiment and keep at the chiller. Then I cut the fruit for cafeteria and keep at freezer. This fruits for non muslim lunch at 11 o'clock. After that, I help chef Azizi to remove all the bread and yogurt and put into another freezer because the freezer have a problem. The freezer not function and can damage the bread and yogurt.

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Medical checkup (MC)

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Off day

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Today I'm still in the morning shift same like yesterday. I need to stand up around the buffet table for check the food. My job to make sure all the food complete during the breakfast time until 10.30 am. Then, I need to check and refill the food when the food almost empty. Furthermore, I need to clear all the food when the buffet breakfast already closed. Then I help the permanent staff (Ms Malar) cut the vegetable for buffet ramadhan.

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Today is my first day i n kitchen department and my schedule show that I in morning shift start from 7 am until 3 pm. In this morning I start my work with standby at in front relish. I need to check all the buffet during breakfast time until 10.30 am. My job to refill the food and make sure all the food complete. When the buffet breakfast already closed I need to clear all the food and bring at the back kitchen. After that, I help Amelia (permanent staff) prepared a dish like 'ulam' for buffet ramadhan.

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Replacement leave of public holiday

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Replacement leave of public holiday

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Off day

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Today is my last day at food and beverage department before change to the kitchen department. I'm happy because got many experience during at the food and beverage department. I learn more from the permanent staff. I can handle the guest by my self. I know the ways how to communicate with the guest. I also know the specific job as a food and beverage staff. I can survive in this department because of all the permanent staff that always help and teach me as a food and beverage staff.

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Today in afternoon shift I learn something new from Airul how to take the order trough the phone. I also need to repeat the order to the guest. After that, Airul show to me how to key in the guest order in system. Then, I need to fire the order to the chef at the back kitchen. In this shift I also know the ways to communicate with the guest. When the food already done prepared by the chef I need sent to the guest room. I need to double check the order is complete before sent to the guest.

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Today I'm still in afternoon shift like yesterday. My job like usually set up the cutlery for tomorrow buffet breakfast. Then, I continue wipe the plates, bowls, glass and cutlery. After that, I waiting the guest request for room service. My job same like before this need check all the guest request before sent to the guest room. Furthermore, I also need to check all the cutlery complete on the guest table for tomorrow breakfast. Moreover refill the sugar, salt and paper on the guest table.

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In this afternoon shift I need to standby for high tea. Today have two group for high tea at 3.30 pm and 5 pm. My job to put the food on the guest table when they already arrive and then ask the guest whether they want coffee or tea. Moreover, I need standby around the guest until they finish to refill their drinks. I only will refill the guest drinks when get a request by the guest. After first group already finish I need clean the table and set up again for the next group at 5 pm. I will do the same thing like I serve the first group high tea.  After the second group already finish I will clean all guest table and set up the cutlery on guest table for tomorrow buffet breakfast.

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For this afternoon shift  I need to set up the cutlery for tomorrow buffet breakfast. I need to check all the cutlery already wipe before put on the buffet table. Then I need to make sure all the cutlery that I put on the buffet table is suitable to use with the food that will be serve by tomorrow. For today I also need to sent the food at the guest room. We get some request from guest for room service. I need to check all the guest request complete first before sent to the guest room. Today I have done do five room service before going back.

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Today I'm still in the afternoon shift and the occupancy for today is not to high. So, the assistant manager Ms Shila ask me to clean and arrange back the item in the store with one permanent staff (Airul). First thing we do is removing item in the store. This will easier for us to clean the store. Then we need too arrange back the item inside the store nicely. After finish clean and arrange item inside the store we get break for 45 minutes before continue our work like usually.

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In this afternoon shift I'm working at relish standby for high tea at 3,30 pm. I need to serve for 40 person in this afternoon. My job only serve the coffee or tea to the guest. When the guest come I need put food on the guest table that already prepared by chef and ask the guest whether they want coffee or tea. I need to stand up around the guest to refill their coffee or tea until they already finish with their food. Then I need to clean all the guest table and buzzing the dirty plates at the back kitchen. Furthermore, I will set up the cutlery back for the tomorrow breakfast

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Today I'm still working at cafe on the fifth with Amirul and one permanent chef is Saleh. Normally here only have three staff which is two f&b staff and one chef. Amirul explain to me about the menu at cafe on the fifth. Then he explain about how to take the order. The ways is same like at relish but for the guest at swimming pool want to order some food or drink have a different.When the guest at swimming pool want order some food or drink need come and order cafe on the fifth. We only take the guest order at cafe but not at swimming pool. After the guest make the order I will sent the food even the guest at swimming pool.

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Today i'm still afternoon shift but my job not at relish for today. Supervisor ask me to go at cafe on the fifth to help the permanent staff (Amirul). This is because Amirul partners in medical checkup until tomorrow. So for today and tomorrow I will working at cafe on the fifth with Amirul. Working at here are different like working at relish because the guest at cafe on the fifth can order some food or drink while bathing at swimming pool. Furthermore, at here have small play ground for the kids.

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In my schedule show that today I'm working in afternoon shift. In this shift I need to set up the cutlery buffet breakfast for tomorrow. I need to check all the cutlery already put on the buffet table. Then I serve the guest come to the relish for A'la Carte. I need to serve the guest like Huda show to me before this. Today I only serve 4 person for A'la Carte. Two person at 4 pm and another two person at 7 pm. Furthermore, I do the room service sent food to the guest room. Then I continue wipe the balance of plates not done for wipe.

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Emergency leave

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Today I'm still morning shift and do the same things like before this. During the time of breakfast I standby to clean the table. After the breakfast is closed I clear all the table and set up again. For today I need to refill the sugar, salt paper and put back on the guest table. I must check all the guest table have sugar, salt, and paper. Then wipe all the plates, bowls,glass and cutlery. After that I do the floor check to collect all the dirty plates bring at back kitchen to wash. After that I continue wipe the plates, bowls and glass before going back.

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Today I learn from permanent staff (Huda) how to handle the guest for A'la Carte. The first thing I need to do is give the menu to the guest. Then give the time  to the guest to choose the menu that they want to eat. After a few minutes come back to the guest and ask what they want to order. When finish take the order I need fire the order to the chef at back kitchen. Moreover, after chef done cooking the order I need take the food and sent to the guest.

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Today I'm working at in front to clean the guest table and also set up the guest table. The guest for today not to much come down for breakfast.  Usually, start 9 am until 10 am is the time that many guest come down for breakfast. But for today quantity of the guest slow compare to before this. I'm working like usually but for today very relaxing. When buffet already closed, I clean all the table and set up back for tomorrow breakfast and also set up for A'ls Carte. Then I need to wipe all the plates, bowls, glass and cutlery before going back.

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Today I'm still in the morning shift like yesterday. As usually I need stand up around the guest table to pick up and clean the guest table until the breakfast closed.. After that, I wipe all the plates and bowl when all of that already wash. Then at 2 o'clock I go to the tower 1 and tower 2 floor by floor to do the floor check. In this job I need to clear all dirty plates, bowls, and glass at tower 1 and tower 2. The housekeeping staff already take from the guest room and put in front of the elevator. My job only check floor by floor and clear all of that.

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In this morning shift I need to take over the job wipe the cutlery and plates during the breakfast time . This is because one of the permanent staff in medical checkup (MC). My job to wipe the all cutlery and plates that already wash. After that, I need to arrange all of that nicely near by the buffet. I need to check all the plates, bowl , glass and cutlery complete and done wiping at buffet during the breakfast time until 10.30 am. This is my job to wipe all of that until clean before the guest using that. My job only wipe at the back kitchen and check all the plates,bowls, glass and cutlery complete at the buffet.

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Off day

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After work hard in tournament futsal yesterday I need to continue my work as morning shift for today. Like Usually my job to clean all the guest table during breakfast time. I nee to look around all the guest table and pick up their dirty plat, bowl,glass and cutlery. During the time of buffet breakfast have one guest request warm water for their baby. In this situation I need to take the warm water at the back kitchen. This is because we don't provide the warm water at the buffet. Only when the guest request for it will be sent to the guest table. Not only the warm water some time guest request for cold water also. So, who working that time need to take at the back kitchen and sent to the guest table.

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Today I'm not working because join the futsal tournament under MAH KL CHAPTER FUTSAL TOURNAMENT 2018. I play with the team under Fraser Residence Kuala Lumpur. There are 64 teams join this tournament under another hotel around Kuala Lumpur. We only have 6 players for this tournament but we can pass until semi final with 5 players only. One of our teammate was injured at quarter  final. So, we as a team need to struggle until we can achieve third place in this tournament. We as a team try our best to achieve the good result and raise the name of the company.

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In this morning shift I do the same thing like before this. Clean the guest table like pick up the dirty plate, dirty bowl, dirty glass and dirty cutlery. Then, after the guest finish their breakfast I will setting back for the next guest. I need to stand up around the guest and alert to pick up the plate already use by the guest until the buffet breakfast closed at 10.30 am. Some time I need to buzzing remove the dirty plate at the back kitchen. This process is easier to us for pick up the another dirty plate on the guest table. Some time the guest come with one family for buffet breakfast. So, in this case I need to combine the table and give the extra cutlery to the guest. For the plate,bowl and glass guest can take at the buffet. We already put and arrange the plate, bowl, and glass near at buffet.

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Today I'm start with morning shift and standby for buffet breakfast. Like usually I need to clean all table and set up back for the next guest. After that , I try doing buzzing the dirty plate,bowl, glass and cutlery. For the glass I need to separate follow the category. This is because have many type of glass like coffee cup and normal glass and juice glass. The reason is  to easier the process wash the glass. Then , I need to standby  again to clean the guest table

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Off day

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My schedule show that today I'm afternoon shift start 3 pm until 11 pm. In this afternoon shift I need to  set up the  cutlery for tomorrow buffet breakfast  . Then I will continue to wipe the plate and cutlery that not done by morning shift. After settle wiping all of that I need arrange back nicely. I need to prepare the whole things that use for tomorrow buffet breakfast like plate, bowl, glass and cutlery. I need to make sure that all of that already wipe and clean before the guest use. Furthermore, the senior staff (Rahmat) tech me how to sent the room service. All of food order by guest must be sent proper. For example  the hot must be sent hot to the guest and cold food must be sent co to the guest. I need to check all the food complete before sent to guest.

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In this morning shift I do the same things like yesterday. I need to ready to clean the guest table and set up back for another guest. Today I get one request from guest for baby chair. I need take the baby chair and put at the guest table. After the guest finish their breakfast I must pick up back and put the baby chair at the place. I only can put the baby chair at the guest table when the guest make a request. This is because not all the guest want use the baby chair. I need to standby to clean the guest table until the buffet breakfast closed at 10.30 am.

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Today I'm still in the morning shift like yesterday. Today I need to practice what I learn yesterday from Laila. I need to standby to clean the guest table that already finish. I must pick up the plate, glass, bowl and cutlery that has been used by the guest. This is easier the guest to take the another food because the table not too large. This way to increase guest comfort during breakfast. After guest finish their breakfast, I need to clear the table and set up back for another guest. In this job I must always alert and fast to clean the guest table. When the buffet breakfast is closed I need to clear all the table. Some of the table will set up back for tomorrow breakfast. The rest of that will be set up for A'la Carte. After that I need to wipe all the plate, bowl, glass and keep nicely.

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Today is my first day at food and beverage department. In my schedule I'm show that I'm morning shift start 7 am until 3 pm. I have briefing from senior staff (Laila) before I'm start working. She explain to me about environment in food and beverage department. Then, she explain about specific job as food and beverage staff at Fraser Residence Hotel. This hotel provide buffet for breakfast to all in house guest. The breakfast start from 6.30 am until 10.30 am. Furthermore, the hotel provide the A'la carte and room service to the in house guest after the breakfast already closed. Moreover, Laila show to me how to clean the plate and buzzing during the breakfast time. She also show to me the place to take the cutlery for set up on the table. After the breakfast time already closed, Laila tech me how to wipe the cutlery, wipe the plate and wipe the glass. Then she show to me how to keep all the item nicely.

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Off day

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Today I'm still morning shift and this is my last day at operator before change to f&b department. Like usually I still need to pick up the in house call and outside call. Around 11 o'clock I do the departure call to make sure all the guest check out on the time. This is to easier the reception job to arrange room for anew arrival. Then I receive many call from in house guest request for someone help to carry their luggage. I directly inform to the concierge department to help the guest. Moreover, I receive one call from room 3206 request for extra mineral water. In this case I only can give two complimentary mineral water to the guest. When the guest request more than two for mineral water, they need to pay for the extra (RM 4 per bottle). I give two complimentary for room 3206 and and another three bottle will be charge because this room request for five mineral water in one day.
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Today i receive call from in house guest for weighing scale. In this case I need to find the OO room to give the runner. This because we have limited of weighing scale in the hotel. Runner will find the weighing scale at the OO room . This is easier the runner job when I give the OO room. The runner cannot check in the system where the OO room. Only me can check and know how many OO room in the system for today. That why when I get request like this, I will find the OO room and give to the runner.Furthermore, I receive one call from in house guest room 0887 request the praying mat. After that, I call the runner to sent the praying mat to the guest room 0887. Fraser Residence also provide the praying mat for the muslim guest and provide the praying place at level five. All of in house guest can use the praying place at level five. In house guest can call and request for praying mat when don't have inside their room.

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In this morning shift I receive one call from room 1006 request for adapter to connect their laptop with television. The guest request any cable that can connect their laptop to television. In this situation I will explain to the guest  that our  hotel don't provide any adapter to the guest. Our engineering only can assist the guest but not provide the adapter. Guest must bring the adapter by their self when they want use it. Some of the guest request for adapter to charge the phone, charge the laptop and so on. Some time the guest forgot to bring their adapter or they loose the adapter during arrive at Fraser Residence.

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Today I start with afternoon shift after my off day yesterday. I receive one call from room 1607 request for open the balcony. When I get the request for open balcony, i need to inform the guest stay in the room until our security come open the balcony. This is because the guest need to sign one form before security open the balcony. This form show that the guest will responsible when any incident happen. This form I need to fill up first before security come and bring to the guest room for guest sign at the form. The guest can call again to close the balcony. Security will close the balcony when the guest already check out from the hotel. So, for the new arrival want open the balcony need to call the operator request for open the balcony.

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Off day

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I'm still at morning shift for today.  For  today no request from the new arrival in  internal flag. So, I only waiting for a call from in house guest and outside call. Around 8.30 o'clock I receive one call from room 3107 request for news paper. In this case I need to confirm with concierge department first whether them have the news paper or not before I'm say okay to the guest. This is because only the concierge staff have the news paper for the guest. If the news paper already at the concierge department I will inform the guest again about the news paper. This hotel only provide the New Straight Time for the news paper. When the guest agree I will inform concierge staff again to sen t the news paper at room 3107. Furthermore, this guest request to sent the news paper every day until him check out at 17/4/2018. This is my job to handover to the next shift about this. I also need to remind the concierge department to sent the news paper every day at room 3107 until the guest check out.

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Today I'm start with morning shift at 7 am until 3 pm. Like usually have briefing before start my work conducted by duty manager. After that, I need to check the internal flag because some time the guest make request before check in at Fraser Residence such as for baby cot and extra bed. I need to inform the runner prepare the baby cot for a new arrival for today. The runner must standby and put the baby cot inside the guest room before the guest check in. Not all the guest make a request before they arrive at the hotel. Some of them like request during their time for check in the hotel. Both of that is can use by the guest but for the request before check in is very important to us prepare the item before the guest arrive in the hotel.

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Today my shift start at 12 pm until 8 pm. Today no briefing before start my work because in middle shift briefing with the afternoon shift. I need to continue the departure call because the morning shift will break for lunch. I need to finish the departure call during the morning shift go for break. After that, I have briefing with afternoon shift at 3 pm. Then, I continue my work until 5 pm before I go for break around 45 minutes. Today not busy because  have two person at operator and occupancy not to high.

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In my schedule show that I'm afternoon shift for today. No problem in our briefing with duty manager. Only the guest request for the late check out. In this case I need to follow up with the guest whether they will check out or extend their stay. After that, I need to standby pick up the call from in house guest and outside call. I receive one call from outside asking about room 1108. He want to talk with Mr Hussein from room 1108 and Mr Hussein friend. I need to inform Mr Hussein first and explain about his friend call from outside want to talk with him. I need to get the permission first before transfer the outside cal to in house guest. In this situation I only can transfer the call when Mr Hussein say yes or give me permission to transfer the call.

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Off day

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In this morning shift I receive many request for make up the guest room. Some of the request no need to clean the whole room. Only the certain place need to touch up. For the example when guest complain about the room is very smelly. In this case the housekeeping staff no need to clean the whole room but only spray the air freshener inside the guest room. Then, after the engineering fix the problem inside guest room like fix the air condition. The housekeeping staff only need to touch up around the place engineering doing their work.

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For this morning shift I do the departure call to make sure the guest check out on time. Then, I receive the guest request for extra bath towel, change bath towel , mineral water,and etc. For this request I need to inform the runner to send the item at the guest room. I need to follow up until the guest get the item that they request. Furthermore, the guest complain about the toilet stuck,toilet cannot flush, and air condition not cool. In this case I need to confirm with the guest first and then call the engineering staff to fix the guest problem. I need to confirm with the guest whether they will stay in the room or will going out side. Some time the guest want the engineering fix the problem but at the same time they have activity out side the hotel. Both of this case the engineering staff can fix the problem. But the engineering staff need to know the guest in the room or not

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Today I get one call from in house guest. This guest complain about the hot water not working. After that I call the engineering department to assist this guest because the hot water not working inside guest room. When the engineering staff come to the guest room the hot water is okay and don't have any problem. Maybe this guest don't know how to use the hot water. This is my fault because not explain to the guest first about how to use the hot water. The guest need to press the button for hot water first and then wait around five to ten minutes. In this case I need to asking the guest first about the button for hot water before call the engineering staff

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In this morning shift, I doing the departure call start 11 o'clock. This is because the arrival for today is very high. I need to ensuring all the guest check out on time. After finish doing the departure call, I receive many call from in house guest request for someone carry their luggage. In this case I will call the staff at concierge department to help the guest. I need to asking the guest how many bags before call the concierge. The reason I asking this question is to easier the concierge job when handle the guest

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Today I still morning shift, like usually have briefing before start working with duty manager. I get phone call from relish asking about how many person for guest room. The relish staff need to check all the guest come down for breakfast. She asking me for guest room 1284 because in system show that this room only include two person for breakfast. In that time this room come down 3 person for breakfast.The relish staff want double confirm with me about the status for this room.After get the confirmation relish staff charge the extra person for room 1284.

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In my schedule today I'm working at morning shift. Like usually, I will standby for guest call and out side call. Around 10 o'clock I receive one out side call from Mr Fuad asking about sport shoes for men. His previous room is 2601 and check out yesterday at 12 o'clock. The first thing I need to do is take the guest detail like the name under the booking, room number, check out date and time, item lost, item color, brand of item and contact number. After that, I need to double check with housekeeping staff. When the item  in housekeeping store I need to inform Mr Fuad   again to let him know. I must confirm with him what time and date he will  come to collect the item. After that, I need to inform housekeeping again to keep the item until Mr Fuad come to collect.

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Off day

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Today I'm back to afternoon shift star 3 pm until 11 pm. Arrival for today is moderate and not so many request from the guest. Today receive some request and complain from the guest. Some of the guest request for change the bath towel and want extra blanket. For extra blanket is subject to availability. Who make a call and request first will get the blanket. When the blanket is already finish I will offer the bed sheet or duvet cover or duvet inside to the guest. This ways is to increase the guest satisfaction during they in the hotel. I need to try solve all the guest request and complain. For example, room 3001 request for extra blanket at 10 pm but in that time the blanket already finish. I inform to the guest that blanket already finish and I will change to duvet cover. The guest agree with my suggestion. After that, I will inform the runner to sent the item at the guest room.

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Today I have orientation with human resource assistant (Ms Shcolastica) start 9 am until 5 pm. The hotel provide breakfast before start the orientation. After that, the human resource assistant  start the orientation at 9.30 am. Ms Shcolastica start the orientation  with introduce thier self. After that, all the staff need to introduce thier self. Ms Shcolastica start the orientation with the hotel history. After that, she let us know about the organization chart in the hotel. Then, she explain about the core value that all the staff need to follow during handle the guest. This core value to increase the customer satisfaction. The core value like respectful, progressive, real and collaborative.Then, she past to security manager (Mr Anbarasan). He continue explain about safety during working inside the hotel. He explain about emergency button, fire extinguisher, and emergency code colour.

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Today I start with afternoon shift at 3 pm until 11 pm.  As usually have briefing from duty mamager before start my work. The problem for today is about lack of room. Today we have higher accupancy for all room category. Many guest check out for today request for late check out.  Some of the guest not answer the departure. All of this make difficult  for our reception to arrange the room for new arrivals. This  is my part as afternoon  shift to follow up with the guest. I need call all of this  guest to confirm the time that they will be check ou. Then,  I need to explain about the charges they need to pay for the late check out. I need to inform the duty manager for the guest not answer the departure call. After that the duty manager will check into the guest room to confirm with them whether they want check out or extand thier stay. My job only can call the guest and another than that is part of duty manager to follow up with the guest.

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Today I'am still morning shift start 7 am until 3 pm. Like usually I receive phone call from guest and outside call. During that time I get one call from guest asking about transportation to go airport. This guest will be check out today at 12 o'clock. The guest asking about transportation because he don't want miss the flight.
In this case I will asking the guest first about their budget. I will suggest the guest to using taxi when they said don't mind about the price but I will suggest the guest to using grab when they request the lower price. Some of the guest don't mind to pay the higher price for taxi. Mostly, all the guest will asking and chose the lower price for their transportation.

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In this morning shift I need to follow up one complain from room 1885 about wifi problem. This guest complain that he can't connect to wifi. The previous shift is Amin already give the new password but the guest still cannot connect to wifi. The another ways that he can help the guest is try to inform runner to change the new wifi router inside the room. The guest can connect to wifi after change the new router but the line is too low. In this case Amin can't do anything but he will inform IT department to help the guest by tomorrow because IT department already close. Before finishing his work, Amin already hand over to me regarding about room 1885have problem with wifi connection. He remind me to inform IT department to help the guest. This is my responsible inform IT department and confirm with the guest about the time guestallowed our staff to fix the problem.

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In this morning shift I receive one call from guest room 1211 asking about trainer to help him use facilities at sky gym tower 2. He want go to sky gym tower 2 but don't know how to use the facilities. I explain the guest that we don't provide any trainer at sky gym. Only provide the facilities inside the sky gym without trainer. I offer the guest to get someone to assist him. In this situation I ask for help from concierge staff to assist the guest. Without trainer at the sky gym I try to get someone to help the guest.

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Today I receive many request for make up the guest room. Some of the guest cannot wait for a long time to make up their room. They want housekeeping immediately clean the room. The guest keep calling me asking about time that housekeeping will clean their room. But our housekeeping will follow the turn to clean the room. They will clean the room that call first for make up room and the next room. So in this situation I need to explain and inform when their turn that housekeeping will come to clean their room. Some of guest cannot wait for a long time because they have a friend will come to visit them inside room. They want the room clean before their friend come to the hotel

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This morning shift I only receive normal request and some complain about no hair dryer inside room. After that doing the departure call to remind guest about check out time. Not all the guest know time to check out. Some of the guest don't know about charges for the late check out. Some of the guest request for late check out without charges. Because of our occupancy for today not to high I give the guest late check out before 1 o'clock. I said to the guest only for this visit I will give them for late check out but not for the next visit. This is because of our occupancy is not high. Its depend of our occupancy to give the late check out to the guest. When in the high occupancy situation I will charge the guest for the late check out

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Off day

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Today I need to help one guest from room 3206 to find their phone. She lost the phone at waiting lounge. I need to know the time she lost the phone to easier security job check at cctv. The guest only tell me that she waiting her friend at waiting lounge at 5 pm. After that she go back to the room. Around five minute inside room she noticed that the phone was gone. She already check in the room but don't find their phone. Last place she go at waiting lounge to meet her friend. She call me to help find her phone. After get the information I will let the duty manager and security know about this problem. This is bad news for the guest because the place that she sits to meet her friend can't seen by cctv. So our side cannot help to find the guest phone. This is not fault by our side but carelessness of the guest

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Today I get one call from room 1781 request for first aid box. He request for their son  because had small cut at his ear. For this situation I need to inform duty manager and also security. Only security have first aid box and they will send to the guest. Security will double check with the guest first to confirm the guest situation. When the wound is too severe I will offer guest to sent their son at hospital. But in this situation the guest only need the first aid box. The guest refuse to bring their son to hospital. When this problem already done I need to inform duty manager back because they need to know the guest progress.

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Today I receive out side call from Mr Yang Zhe. He asking about perfume body and face washing that he forgot inside room.He already check out today by 12 o'clock. This is lost and found by the guest.  I need to know the guest detail like guest name, what item lost, check out time and date also the contact number to call the guest back inform about the item. In this case I need to check with housekeeping first. When housekeeping have the item I will call the guest again to confirm the time and date guest want take it. After that I need to inform housekeeping again to let them know when the guest want collect the item. Housekeeping will prepare the item before the guest come to collect. In this process the guest no need waiting a long time until the housekeeping find the item

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Today I only receive call from guest for bath towel, toilet amenities, make up room and etc.
Another request like kettle and hair dryer. Sometime kettle and hair dryer inside the guest room not working and some of the guest room don't have kettle and hair dryer because we don't have enough of that item. When the guest request I will give the another room to runner which is not occupied room. The runner will take from another room and give to the guest. In this situation I need to find the another room and give the runner which is dirty room or not occupied room.

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Today one of guest from 2806 need help to open their safe box lock. He cannot open the safe box lock because their kids playing that and change the password. So in this case I need to inform duty manager and security to assist guest. When receive like this complain I need to know the room number and cause the problem. After that I need to inform the duty manager on that shift also the security.

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Today in afternoon shift I receive one complain from room 2706 about sound noisy above their floor. The guest complain cannot sleep cause the sound very noisy. After receive the guest complain I inform to security to check above the guest floor. The security on duty that time is Mr Chia. First thing he doing is check on cctv but he don't get anything. After that he go to check above the floor guest complain. He said only hear one room 2808 like kid from Arabic family playing with the door. So I call the guest room 2808 to inform that I receive complain from room 2706 that your kid play with the door and disturb guest sleeping. I ask the guest to watch up their kid. After that I call the guest room 2706 again to let him know about it and can call me back when hear any sound again.

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Off day

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Today I have request for reserve two baby cot for new arrival. My job to inform housekeeping to reserve two baby cot for new arrival. The guest will check in at 3 o'clock. Housekeeping must prepare and put inside room before the guest check in. Normally, some of guest request for baby cot before check in. So I need remind the housekeeping to prepare the guest request. Some time guest request for baby cot during check in time. For this situation will refer to subject availability. Housekeeping will give when have more baby cot on that the time. When housekeeping don't have any baby cot during the guest request, I will offer guest to reserve for the next day. If the guest agree tomorrow I will remind the morning shift to reserve one baby cot for them.

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Today is like usually because many request for same thing like assist guest using wifi, change bath towel, need someone to carry their bag for check out and etc. Only one room request for two nesspresso capsul coffee for every day until 20/3/2018. In this case I need to remind to next shift about room number 1405 request for nessoresso capsul coffee every day until guest check out. Morning shift need to remind runner to put two nesspresso capsul coffe to room number 1405 every day. I also need to write on the whiteboard about this room request to ensure the morning shift

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Today I have one room to follow up when the guest check out. The guest room is 3404. I must inform duty manager when this guest check out. Duty manager suspect this room do the party in the room. Security see at cctv that this room have many person enter at the night. After that security inform to duty manager about this room is suspect party. I need to inform duty manager when this guest request for someone to carry the bag for check out. Duty manager and supervisor housekeeping want to check the room before the guest check out. The guest need to pay for any damage or problem cause of the party inside room

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This morning shift as usually receive call from f&b staff asking about the guest room. The staff want to confirm about how many person for the guest room. Some of guest bring their friend for breakfast. Example for 1 bedroom only for 2 person. Their breakfast only include for 2 person. When the guest bring the extra person for the breakfast will be chargeable. Some of the guest try their luck bring the extra person for breakfast without pay. That why the f&b staff will check first before give permission to guest enter the relish for breakfast. Guest must give room number to the staff before enter for breakfast. This is process for breakfast that guest must follow.

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Off day

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Today I'm working at 12 o'clock until 8 o'clock. I cover the morning shift because she go for lunch. My job to continue and follow up the departure call. Today is very busy and have higher accupancy. So, must inform the guest to chechk out on the time. When the guest late chechk out will be effect to new arrival. The new arrival need to waiting until the room clean. In this case is my responsible to inform all the guest about check out time. In that situation the guest will be charge for the late check out. The guest will be charge for late check out after 1 o'clock.
The guest need to pay during the check out. Today is very easy for front office staff because all the guest check out on the time. Only a few guest request for extand stay. Front office need to find another room for new arrival booking the same room with the guest request for extand stay

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Today I'am still morning shift. As usually receive call from guest asking about the time for breakfast. Request something like change bath towel, tooth brush and etc. At the 9 o'clock receive call from guest complain about shower not working. After that I inform engineering to fix the problem. When engineering come to the guest room to check the problem. The shower its okay and no problem about the shower. Maybe the guest dont know how to use the shower. This is my mistake because I should inform runner first to assist guest. I only can inform engineering after runner said have problem,

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Today I receive many call from the guest for make up the room. As usually I will inform to housekeeping to make up the guest room. Many of them going out after request for make up room. Some of the guest room in DND position and forgot to change the sign before going out. In this case our housekeeping cannot enter to guest room. This job will be pending first until guest come back and change the sign of DND. Normally the guest will call again and asking to me why their room not clean. This is my job to explain to guest and call the housekeeping again to clean the guest room.

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This morning shift I receive wake up call for group. The group name is Hoya group from China. Today is the last day for Hoya group. This is my responsible to make sure all the group wake up at 7am. They must breakfast before check out. So, in this situation I must call all the group room to make sure all of them wake up on time. The wake up call for group is not easy because have two room not pick up the call. In this case I will inform to my duty manager to check the room and make sure the guest wake up. When my duty manager go to the guest room still no one inside the room wake up. When duty manager call the guest name but nobody answer. I check with relish that handle the breakfast to double confirm that the guest already wake up or not. My job is done because the guest already wake up and go for breakfast.

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This morning shift different from other day because I have request from guest to wake up call at the morning. In this process I must to call the guest room at time guest request to wake up call. Normally guest will inform at the night shift to wake up call. Then the night shift will hand over to the morning shift. This is responsible morning shift to call guest room at the time that guest request.

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Today is morning shift start at 7am until 3pm. Like normally have briefing Before start working. First thing I must to do when get morning shift is to check and print the internal flag. Some time guest request for extra bed and baby cot before they will check in. I must inform runner to get ready the request item before guest check in. When guest already check in the item will be send at the guest room. So guest no need to waiting at the long time to get the item. Baby cot is the complimentary item. The baby cot stock is limited item. Who the first come will get the baby cot. The item only for babies below than 2 years. Above from 2 year can't use the baby cot

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Off day

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Today we have normal occupancy and not too low or high occupancy. Always receive request from guest like they need change the towel, makeup room and so on. Fraser Residence also provide the electrical item inside the room such as washing machine, dish washer, and so on. Not all the guest know to use the item even alredy provide the book for using the item. In that case, when guest don't know how to use the electrical item. I will inform runner to assist or help guest in the room. Runner will show the guest how to use the item.

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Actually, today arrival not too high and not too low. That means okay as usually. So many requst from the guest such as praying mat, iron and amenities set. Runner have a lot of items for the amenities, bath towel and praying mat but don't enough or limited for iron. Runner need the OO room (under general work) to change the new iron at guest room. So this is my job to find the OO room and give to runner. Runner don't have the all item that guest requet. So they need the OO room to complete their job. Change the faulty iron with the new one take from other room at OO room.

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Today I have practice to handle the internal and external call. Normally, internal call come from guest and another department. Guest call to request something or report about problem at their room. From another department to inform something or check the guest status at the system. Then, external call is usually from guest are interested or want to asking something about the hotel. Calling from external call like they want to asking about how to booking the room at Fraser Residence Kuala Lumpur. I will transfer the call to reservation department when they asking about to booking the room.