# data[].attributes.body
Reported for duty by completing:

Thumbprint and faceprint registration.

Brief workplace tour, including introduction to prayer room and restroom (orientation session).

Assigned to the F&B (Food and Beverages) Department.

Attended a short interview with the supervisor, Mr. Zul.

Received an overview of the department.

Was briefed on responsibilities and job scope.

Tasks assigned:

Entered Ramadhan reservation data into a Microsoft Excel file.

After data entry, Mr. Zul arranged tables based on guest count or special requests.

From 5:40 PM onwards, took on the role of hostess;

Welcomed guests,

Recorded and counted the number of guests present,

Learned how to be a hostess for the first time.

Connection Between Practical Experience and Theory/Practice Learned at UMK:

At UMK, I learned that a hostess is responsible for guiding or assisting guests to their assigned tables.

However, in this placement, my task was limited to informing guests and part-time staff of the table number.

The part-time staff would then escort the guests to their tables, differing slightly from the full hostess duties I practiced at UMK.

Challenge

First time working.

Introverted and shy.

Afraid to talk or approach others.

Felt awkward and nervous in social situations.

Solution

Started with small steps like saying hello and smiling.

Asked simple work-related questions.

Observed how others communicate.

Slowly became more confident with support from coworkers.

# data[].attributes.body
Continued performing the same tasks as on the first day:

Entering Ramadhan reservation data,

Assisting Mr. Zul and a colleague in arranging and preparing dining tables based on expected guest numbers,

Ensuring seating arrangements are sufficient and well-organized.

On one occasion:

Scheduled to start at 12:00 PM, but arrived at 1:00 PM due to the passing of my grandmother.

Continued all assigned tasks as usual despite the late arrival.

On certain days:

Worked 1 hour of overtime (OT).

Tasked with clearing plates after guests finished dining.

# data[].attributes.body
Continued with regular tasks:

Entered Ramadhan reservation data,

Assisted Mr. Zul in arranging and preparing dining tables based on expected guest count,

Ensured seating arrangements were sufficient and organized.

Worked 2 hours of overtime (OT).

# data[].attributes.body
Reported for duty at 1:00 PM as instructed by Kak Iqa

Continued regular tasks:

Entered Ramadhan reservation bookings into the system,

Assisting with table arrangements,

Serving as a hostess.

Responsible for:

Updating total pax in the designated WhatsApp group for team coordination.

Worked overtime from 9:00 PM to 12:00 midnight

Collected used dishware and cutlery,

Wiped and organized cutlery according to type.

Equipment Used:

Dinner plate

Soup cup and saucer

Bread and butter plate

Soup plate

Coffee/tea cup and saucer

Highball glass

Dinner spoon

Dinner fork

Dinner knife

# data[].attributes.body
Continued regular tasks:

Serving as a hostess,

Entering Ramadhan reservation data,

Assisting with table arrangements,

Updating total customer pax in the WhatsApp group,

Took turns with a colleague to update the group to ensure effective communication and coordination during the shift.

# data[].attributes.body
Continued regular tasks:

Serving as a hostess.

Entering Ramadhan reservation data.

Assisting with table arrangements.

Updating total customer pax in the WhatsApp group.

Took turns with colleague to ensure WhatsApp group was regularly updated with accurate information.

Shift hours: 12:00 PM – 8:00 PM.

# data[].attributes.body
Assigned same responsibilities as previous days:

Acting as a hostess,

Recording Ramadhan reservation data,

Providing hourly updates on total pax in the WhatsApp group.

Shift hours: 1:00 PM – 9:00 PM.

# data[].attributes.body
Continued with regular tasks:

Serving as a hostess,

Entering Ramadhan reservation data,

Assisting with table arrangements,

Updating customer pax count in the WhatsApp group,

Filled in Hari Raya leave form (each intern was entitled to 2 days of leave).

Evening service:

Over 500 guests attended for iftar,

Faced challenges managing customer attendance, but completed task with team support.

Additional task:

Assisted part-time staff in folding and tagging table numbers.

# data[].attributes.body
OFF DAY

# data[].attributes.body
Tasks Performed:

Continued with regular Ramadan-related tasks, including:

Entering Ramadan reservation data,

Assisting with table arrangements,

Serving as a hostess to welcome guests.

Managed a high-volume booking day with nearly 500 pax, which required early preparation.

On standby by 5:40 PM to receive and attend to arriving customers.

# data[].attributes.body
Tasks Performed:

Continued with the same tasks as previous days, including entering data for Ramadan reservations.

Assisted Encik Zul with arranging tables for incoming guests.

Served as a host, welcoming and managing guest arrivals.

# data[].attributes.body
Tasks Performed:

Continued performing the same Ramadan-related tasks as on previous days.

Served as a host and ensured all hosting responsibilities were carried out smoothly.

Assisted in counting and managing vouchers after hosting duties.

Collected used plates and tableware from guests.

Wiped and cleaned plates, bowls, and cutlery, and organized them properly.

Equipment Used:

Dinner plate

Soup cup and saucer

Bread and butter plate

Soup plate

Coffee/tea cup and saucer

Highball glass

Dinner spoon

Dinner fork

Dinner knife

# data[].attributes.body
Tasks Performed:

Reported for duty at 12:00 PM and completed the shift at 10:00 PM, including 2 hours of overtime.

Continued with the same core responsibilities as in previous shifts.

Assisted part-time staff with table tagging and food labeling to ensure smooth service flow.

Equipment Used:

Plastic Table Number Holders

Mini Clear Acrylic Sign Display Holders

Stainless Steel Menu Stands

# data[].attributes.body
Tasks Performed:

Continued with regular duties as on previous days.

Entered Ramadan reservation data into the system.

Assisted with table arrangements and setup.

Served as a hostess, ensuring guests were welcomed and guided appropriately.

# data[].attributes.body
PUBLIC HOLIDAY (HARI RAYA AIDILFITRI)

# data[].attributes.body
PUBLIC HOLIDAY (HARI RAYA AIDILFITRI)

# data[].attributes.body
OFF DAY

# data[].attributes.body
After Raya, I was assigned to the morning shift from 7:00 AM to 3:00 PM during the first week.

7:00 AM to 10:30 AM: During the buffet breakfast session, my responsibilities included:

Collecting used plates and cups from customers once they had finished dining.

10:30 AM to 11:30 AM: Once the breakfast session ended, we:

Cleared and cleaned the buffet area, followed by a break for our own meal.

11:30 AM to 3:00 PM: After the break, I assisted with:

Setting up tables for à la carte service, preparing to serve incoming customers.

Wiping and organizing cutlery, ensuring the utensils were arranged according to their respective types.

Relation of Activities to Theoretical and Practical Knowledge Learned at UMK:

During my shift, I participated in several tasks that directly reflect the knowledge and skills gained through my studies at Universiti Malaysia Kelantan (UMK):

1. Buffet Area Cleaning and Turnover Preparation:

Clearing and cleaning the buffet area aligns with practical lessons in Food and Beverage Management, where hygiene, cleanliness, and smooth turnover between service sessions are emphasized.

2. Break and Staff Meal Time Management:

Taking a break after completing the breakfast service reflects the importance of staff welfare and shift management, which are often discussed in courses related to Human Resource Management.

3. À la Carte Table Setup (11:30 AM – 3:00 PM):

Assisting with the setup for à la carte service demonstrates the application of skills such as mise en place, table layout planning, and attention to detail, which are part of practical training in Dining Room Service or Service Techniques.

Challenge

Not familiar with the program menu

Didn't know the program flow or content at first

Felt confused when helping or answering questions

Solution:

Asked the main facilitator for clarification

Reviewed the briefing materials

Wrote down key points for easy reference

Equipment Used:

Dinner plate

Soup cup and saucer

Bread and butter plate

Soup plate

Coffee/tea cup and saucer

Highball glass

Dinner spoon

Dinner fork

Dinner knife

Buffet serving gear

# data[].attributes.body
Tasks Performed:

Continued with regular morning shift responsibilities as on previous days.

Assisted during the buffet breakfast session, ensuring smooth service for guests.

Performed clearing and cleaning tasks after breakfast.

Waited and prepared for incoming à la carte guests post-breakfast session.

Relation to Theoretical and Practical Knowledge Learned at UMK:

1. Food and Beverage Service Knowledge:

The setup and use of various types of tableware (e.g., soup plates, dinner knives, highball glasses) reflect practical training in Table Setting and Service Styles, commonly taught in Food & Beverage Management courses.

Understanding the function and correct arrangement of each item is essential for maintaining professional service standards.

2. Buffet Service and Guest Handling:

Assisting with the buffet breakfast and using buffet-specific serving equipment.

These duties are consistent with food and beverage management cost.

3. Customer Readiness and Mise en Place:

Waiting and preparing for à la carte guests reflects your understanding of mise en place (everything in its place) — a core principle in service readiness.

This ties into practical and theoretical topics in Basic Serving, where anticipating customer needs is key to providing quality service.

4. Time Management and Team Coordination:

These tasks also reflect soft skills such as time management, coordination with F&B staff, and teamwork, all of which are emphasized in hospitality-related group projects and internships at UMK.

Equipment Used:

Dinner plate

Soup cup and saucer

Bread and butter plate

Soup plate

Coffee/tea cup and saucer

Highball glass

Dinner spoon

Dinner fork

Dinner knife

Buffet serving gear

# data[].attributes.body
Task Performed:

Continued with the same routine tasks as previous days.

Assisted during the buffet breakfast session and helped with clearing the area afterward.

Set up tables for the à la carte service.

Remained on standby to welcome and serve arriving guests.

Was taught how to deliver food to guest rooms as part of room service.

Relation to Theoretical and Practical Knowledge Learned at UMK:

1. Buffet Service and Food & Beverage Operations:

Assisting during the buffet breakfast session applies the concepts learned in Food and Beverage Management. It involves understanding service flow, guest satisfaction, and the importance of timely replenishment — all of which are key topics in managing buffet-style dining.

2. À la Carte Service Preparation:

Setting up tables for à la carte service demonstrates the practical skill of mise en place, taught during service-related modules. This includes correct table arrangement, alignment with service style, and readiness to deliver a personalized dining experience — a major focus in Hospitality Service Techniques.

3. Service Etiquette and Professionalism:

Both tasks require attention to detail, guest awareness, and professionalism — soft skills consistently emphasized in UMK’s hospitality and customer service-related subjects.

Equipment Used:

Dinner plate

Soup cup and saucer

Bread and butter plate

Soup plate

Coffee/tea cup and saucer

Highball glass

Dinner spoon

Dinner fork

Dinner knife

Buffet serving gear

# data[].attributes.body
Tasks Performed:

Performed the same tasks as on previous days.

Assisted during the buffet breakfast session and cleaned the area afterward.

Set up tables for the à la carte service.

Waited on standby to serve incoming guests.

Relation to Theoretical and Practical Knowledge Learned at UMK:

1. Food and Beverage Service Operations:

Repeating daily service tasks reinforces practical knowledge from Food & Beverage Management and Basic Serving courses, where consistency, efficiency, and quality are emphasized as keys to successful hospitality operations.

2. À la Carte Setup and Readiness:

Setting up tables for à la carte service showcases the practical application of mise en place, a core concept in Basic Serving and Food and Beverage Management. It involves understanding different service styles and tailoring the dining setup to suit guest expectations.

Equipment Used:

Dinner plate

Soup cup and saucer

Bread and butter plate

Soup plate

Coffee/tea cup and saucer

Highball glass

Dinner spoon

Dinner fork

Dinner knife

Buffet serving gear

# data[].attributes.body
Tasks Performed:

Continued with the same tasks as previous days, including assisting with breakfast service, clearing the buffet area, and setting up tables for à la carte service.

Helped with packing plastic cutlery (spoons, forks, knives) for service use.

Was shown how to retrieve stock from the store, guided by a staff member.

Relation to Theoretical and Practical Knowledge Learned at UMK:

1. Food and Beverage Service Operations

Repeating daily service tasks reinforces practical knowledge from Food & Beverage Management and Basic Serving courses, where consistency, efficiency, and attention to detail are crucial for smooth operations in hospitality settings.

2.  À la Carte Setup and Readiness:

Setting up tables for à la carte service highlights the practical application of mise en place, a fundamental concept learned in Basic Serving and Food and Beverage Management. It includes understanding proper table layouts, service styles, and preparing the dining environment based on expected guest preferences and standards.

3. Inventory and Stock Handling:

Being introduced to the process of retrieving stock from the store room, under staff supervision, connects to theoretical aspects of Inventory Control in Food and Beverage Cost Control. This provides firsthand experience with managing supplies and ensuring service areas are adequately stocked.

Equipment Used:

Dinner plate

Soup cup and saucer

Bread and butter plate

Soup plate

Coffee/tea cup and saucer

Highball glass

Dinner spoon

Dinner fork

Dinner knife

Buffet serving gear

Plastic spoon, fork, knife and serviette

# data[].attributes.body
Tasks Performed:

Carried out the same routine tasks as on previous days.

Assisted during the buffet breakfast session and helped with post-meal clearing.

Set up tables for the à la carte service.

Helped to fill water into the cooler fan to ensure a comfortable and cool environment for both customers and staff.

Relation to Theoretical and Practical Knowledge Learned at UMK:

1. Food and Beverage Service Operations:

Performing daily service routines, including buffet assistance and clearing tasks, reinforces core knowledge from Food & Beverage Management and Basic Serving courses. These tasks emphasize consistency, professionalism, and service efficiency — key elements in maintaining smooth dining operations.

2. Mise en Place and Table Setup:

Preparing tables for à la carte service applies the concept of mise en place, where every element is arranged properly before service begins. This reflects what is taught in Basic Serving and Food and Beverage Management, especially regarding customer-focused service presentation.

3. Customer Comfort and Environment Control:

Filling water into the cooler fan demonstrates an understanding of guest comfort management, which is a subtle yet important part of overall guest experience. This links to principles covered in Hospitality Facility Management, where maintaining a pleasant dining environment contributes to customer satisfaction and service quality.

Equipment Used:

Dinner plate

Soup cup and saucer

Bread and butter plate

Soup plate

Coffee/tea cup and saucer

Highball glass

Dinner spoon

Dinner fork

Dinner knife

Buffet serving gear

# data[].attributes.body
OFF DAY

# data[].attributes.body
Tasks Performed:

Started the evening shift from 3:00 PM to 11:00 PM.

Took guest orders and served food during service hours.

Assisted in setting up the buffet area in preparation for the next day’s breakfast service.

Relation to Theoretical and Practical Knowledge Learned at UMK:

1. Customer Service and Order-Taking Skills:

Taking guest orders and serving food directly applies communication and interpersonal skills developed in Organizational Behavior courses.

2. Buffet Setup and Pre-Shift Preparation:

Assisting in buffet setup reflects knowledge of mise en place and operational readiness taught in Basic Serving and Food and Beverage Management. Preparing in advance for the next service period ensures smooth operations and aligns with hospitality best practices.

Issues and Challenges Faced:

Did not fully understand the menu items.

Could not confidently answer customer questions about the food.

Had to ask senior staff for help, which delayed service.

Felt less confident when interacting with guests.

Reflection and Solution:

Realized the importance of knowing the menu well.

Plan to review the menu before each shift.

Will ask staff or read materials to learn more about the dishes.

Want to improve product knowledge to serve customers better and with more confidence.

Equipment Used:

Dinner plate

Soup cup and saucer

Bread and butter plate

Soup plate

Coffee/tea cup and saucer

Highball glass

Dinner spoon

Dinner fork

Dinner knife

Buffet serving gear

# data[].attributes.body
Tasks Performed:

Scheduled for the 3:00 PM to 11:00 PM shift but arrived earlier to assist as a part-timer.

Took guest orders and served food during service hours.

Helped with setting up the lunch buffet.

Assisted with setting up the dinner buffet.

Cleared and cleaned the buffet area after dinner service.

Deliver food to guest rooms with staff.

Helped prepare the buffet setup for the next day's breakfast service.

Relation to Theoretical and Practical Knowledge Learned at UMK:

1. Food & Beverage Service:

Taking orders and serving guests applies knowledge from Food and Beverage Management and Basic Serving Techniques, including customer service, communication, and professionalism.

2. Buffet Setup & Mise en Place:

Setting up the lunch and dinner buffet reflects the concept of mise en place, as taught in practical courses, focusing on preparation and smooth service flow.

3. Time Management and Teamwork:

Arriving early and helping beyond the assigned hours demonstrates responsibility, a positive attitude, and supports the soft skills taught in Professionalism in Hospitality.

Equipment Used:

Dinner plate

Soup cup and saucer

Bread and butter plate

Soup plate

Coffee/tea cup and saucer

Highball glass

Dinner spoon

Dinner fork

Dinner knife

Buffet serving gear

# data[].attributes.body
Tasks Performed:

Continued with the 3:00 PM to 11:00 PM shift.

Assisted in setting up the dinner buffet.

Helped prepare the breakfast buffet for the next day.

Learned how to set up for steamboat service, guided by staff.

Was taught how to prepare a candlelight dinner setup.

Took part in singing Happy Birthday to a customer as part of a celebration service.

# data[].attributes.body
Tasks Performed:

Regular Tasks:

Continued evening shift duties.

Waited on standby for à la carte guests.

Helped set up the breakfast buffet for the next day.

Additional Tasks:

Packed plastic cutlery sets for service.

Checked stock of packaged drinks and paper cups.

Learned how to send dirty linens to the housekeeping department (guided by a staff member).

Relation to Theoretical and Practical Knowledge Learned at UMK:

1. À la Carte and Buffet Operations:

Performing regular service tasks reinforces practical skills from Food & Beverage Management, focusing on readiness, presentation, and attention to guest needs.

2. Service Preparation:

Packing cutlery sets applies mise en place principles, promoting organization and service readiness as taught in practical hospitality courses.

Equipment Used:

Dinner plate

Soup cup and saucer

Bread and butter plate

Soup plate

Coffee/tea cup and saucer

Highball glass

Dinner spoon

Dinner fork

Dinner knife

Buffet serving gear

# data[].attributes.body
Tasks Performed:

Continued with the evening shift (3:00 PM – 11:00 PM).

Performed regular duties as on previous days, including:

Waiting for and serving à la carte guests.

Setting up the breakfast buffet for the next day.

Preparing food tags for the breakfast buffet.

Taking guest orders and serving meals.

Relation to Theoretical and Practical Knowledge Learned at UMK:

1. Buffet Setup and Presentation:

Setting up the buffet and preparing food tags applies mise en place principles, including food labeling standards covered in Basic Serving Techniques and Food Safety.

2. Guest Interaction:

Taking orders and serving food connects to Customer Service modules, where communication, efficiency, and professionalism are key components.

Equipment Used:

Dinner plate

Soup cup and saucer

Bread and butter plate

Soup plate

Coffee/tea cup and saucer

Highball glass

Dinner spoon

Dinner fork

Dinner knife

Buffet serving gear

Mini Clear Acrylic Sign Display Holders

# data[].attributes.body
Tasks Performed:

Continued with the same evening shift tasks:

Waited for and served à la carte guests.

Set up the breakfast buffet for the next day.

Prepared food tags for the breakfast buffet.

Took orders and served food to guests.

Was shown how to do dome setting for a formal dinner setup.

Relation to Theoretical and Practical Knowledge Learned at UMK:

À la Carte Service: Builds on skills from Food & Beverage Service and Hospitality Operations, including order-taking, serving, and guest interaction.

Buffet Setup & Food Tagging: Applies concepts of mise en place and Food Safety from courses such as Basic Serving Techniques.

Challenges Faced:

Faced difficulty when taking an order from a Russian guest who didn’t speak English.

Had to use a translation app to communicate and understand their request.

Learned the importance of patience, clear communication, and using tools to assist in guest service.

Reflection:

Dome setting was a new skill that helped expand knowledge beyond regular buffet setups.

Handling a language barrier was challenging but became a valuable learning experience.

Will continue to improve adaptability when dealing with international guests and non-verbal communication.

# data[].attributes.body
OFF DAY

# data[].attributes.body
Tasks Performed:

Collected guest breakfast dishes.

Cleared the breakfast buffet.

Set the table for à la carte orders.

Waited on and served guests.

Wiped dinner plates and bread-and-butter plates.

Sorted the plates by type.

Reflection:

Became more efficient in handling tasks like plate sorting and cleaning during the morning rush.

Learned the importance of speed and organization in clearing buffets, ensuring smooth transitions between meal services.

Continued to focus on improving guest interactions, making sure to be attentive and polite throughout the shift.

Gained new insights by observing En. Zul’s technique in serving during dome-style settings and practiced assisting with beverage service.

Equipment Used:

Dinner plate

Soup cup and saucer

Bread and butter plate

Soup plate

Coffee/tea cup and saucer

Highball glass

Dinner spoon

Dinner fork

Dinner knife

Buffet serving gear

Mini Clear Acrylic Sign Display Holders

# data[].attributes.body
Tasks Performed:

Collected guest breakfast dishes.

Cleared the breakfast buffet.

Set the table for à la carte orders.

Waited on and served guests.

Wiped dinner plates and bread-and-butter plates.

Sorted the plates by type.

Organized cutlery by type (sorted forks, knives, spoons, etc.).

Relation to Theoretical and Practical Knowledge Learned at UMK:

High Guest Volume Management: Handling 242 guests emphasizes the importance of time management and efficiency under pressure, directly relating to concepts taught in Hospitality Operations.

Reflection:

Managing a high volume of guests (242 pax) taught me the importance of staying calm and organized during busy periods.

Realized that proper organization and preparation can make even large-scale services more manageable and smooth.

Will continue to focus on improving my ability to handle large guest numbers and maintain high service standards.

# data[].attributes.body
Tasks Performed:

Collected guest breakfast dishes.

Wiped bread-and-butter plates (BB plates).

Set tables for à la carte guests.

Set up the buffet for lunch service.

Cleared the lunch buffet at 2:30 PM.

Organized cutlery by type (sorted forks, knives, spoons, etc.).

Reflection:

Although it was tiring due to the high number of guests, I truly enjoyed the experience.

Learned that staying organized and working as a team helps reduce pressure and keeps service running smoothly.

Will continue to improve my stamina and focus to perform even better during peak hours.

# data[].attributes.body
Tasks Performed:

Collected guest dishes after breakfast service.

Helped with dome setup for lunch service.

Served guests during dome lunch service.

Was guided and assisted by staff throughout the dome setting process.

After completing dome setup, helped with à la carte table setup.

Took guest orders and served them during service.

Relation to Theoretical and Practical Knowledge Learned at UMK:

Guest Service: Serving guests during dome service aligns with practical experience in Fine Dining techniques taught in class — precision, timing, and etiquette.

Teamwork & Guidance: Learning directly from staff showcases real-world application of On-the-Job Training principles, where observation and guidance enhance hands-on learning.

Reflection / Opinion:

I realized that serving during a dome lunch service is quite similar to fine dining service, especially in terms of guest handling, and professionalism.

I appreciated the support and guidance from staff — it helped me understand how to execute dome service properly.

I enjoyed the experience and feel more confident handling formal setups and guest service under supervision.

I was especially happy and motivated when En. Kama gave me a thumbs up while I was taking an order — it felt rewarding and encouraging.

Overall, it was a tiring but rewarding day that deepened my understanding of different service styles.

# data[].attributes.body
Tasks Performed:

Collected guest dishes during breakfast service (same routine as previous days).

Assisted with lunch service (dome style): served food and collected used dishes (no table setting required).

Wiped cutlery and organized them by type (forks, knives, spoons, etc.).

Relation to Theoretical and Practical Knowledge Learned at UMK:

Routine Service Practice: Repeating tasks like collecting dishes, serving food, and organizing cutlery helped strengthen basic service skills.

Dome Service Handling: Although no setup was involved, serving during a dome-style lunch is still relevant to Formal Dining Service training, focusing on timing, presentation, and guest interaction.

Reflection:

Being the last day of my internship in the F&B department, I felt proud of everything I’ve learned and accomplished.

Although the tasks were familiar, I took them seriously and performed them with more confidence and independence.

I’m thankful for all the guidance and support from the staff — the experience gave me a strong foundation in real-world food service operations.

# data[].attributes.body
i. Work Process:

Reported to housekeeping department at 9:00 AM

Provided personal details to be entered into system

Followed Supervisor Ms. Veron for room inspections

Learned how to identify VC (Vacant Clean) and VCI (Vacant Clean Incomplete) rooms

Paired with Mr. Muhammad to clean occupied and check-out rooms

Learned cleaning sequence: remove trash, wipe surfaces, make bed, mop floor

ii. Equipment Used:

Trash bags

Wiping cloths

Mop and bucket

Dustpan

Bed linens (bedsheet, duvet, pillowcase)

iii. UMK Theory Link:

Room Division Management: Understanding room statuses and inspection

Professional Development in Hospitality: Learning communication and teamwork skills

iv. Challenge:

First-time adapting to real work environment

v. Solution:

Followed supervisor instructions carefully and observed experienced staff

# data[].attributes.body
i. Work Process:

Helped linen staff strip used beds

Sorted linens by category (bedsheet, duvet, pillowcase)

Assisted Mr. Ram in making beds and cleaning rooms

ii. Equipment Used:

Bed linens (bedsheet, duvet, pillowcase)

Broom

Dustpan

iii. UMK Theory Link:

Facility Management: Understanding linen flow from collection to sorting

iv. Challenge:

Identifying different types of linen correctly

v. Solution:

Asked guidance from linen staff and practiced daily

# data[].attributes.body
i. Work Process:

Assisted in decorating a guest room for an anniversary

Arranged clean linen on racks by type

Attended training on cleaning chemicals and their functions

Ms. Arissa teach me how to do reconcile linen report

ii. Equipment Used:

Carry caddy

Toilet brush

Cleaning chemicals

Water puller

iii. UMK Theory Link:

Facility Management: Learning chemical safety and proper usage

Professional Development: Exposure to special guest service preparations

iv. Challenge:

Remembering function of different chemicals

v. Solution:

Took notes and clarified with trainer when unsure

# data[].attributes.body
i. Work Process:

Helped decorate a guest room for a birthday

Sorted used linen for laundry

Arranged clean linen on rack by type

Received department structure and communication briefing from Mrs. Deena

ii. Equipment Used:

Bed sheet

Duvet

Pillowcase

Bath towel

Bath mat

iii. UMK Theory Link:

Professional Development in Hospitality: Importance of internal communication and team briefing

iv. Challenge:

Coordinating multiple tasks in a short time

v. Solution:

Worked closely with team and followed instructions step-by-step

# data[].attributes.body
i. Work Process:

Folded wiping cloths for use by attendants

Sorted linen for laundry delivery

ii. Equipment Used:

Wiping cloths

Bed linens (bedsheet, duvet, pillowcase)

Bath towel

Bath mat

iii. UMK Theory Link:

Facility Management: Supporting linen flow and material preparation

iv. Challenge:

Maintaining accuracy while sorting similar items

v. Solution:

Rechecked items and asked for confirmation from senior staff

# data[].attributes.body
OFF DAY

# data[].attributes.body
i. Work Process:

Attended morning briefing

Paired with Supervisor Jue to learn SOP

Practiced guestroom entry procedures (knock, announce)

Learned proper room cleaning steps (trash disposal, wiping, linen changing)

Learned to count and record maid trolley items using order chit

ii. Equipment Used:

Maid trolley

Wiping cloths

Trash bags

Cleaning chemicals

Amenities (shampoo, soap, coffee set, bottled water)

Bath towel, bath mat

Bed linens

iii. UMK Theory Link:

Room Division Management: SOP implementation in real work

Professional Development: Guest interaction and service process

iv. Challenge:

Memorizing detailed SOP for each step

v. Solution:

Asked questions, took notes, and practiced multiple times

# data[].attributes.body
Work Process:

Attended morning briefing with supervisor.

Assigned with intern Aleeya to strip dirty linens from Level 4 to Level 16.

Took a short break and resumed work in the afternoon to clean a guest room.

Performed tasks including trash disposal, surface wiping, placing amenities, linen arrangement, and floor sweeping.

Aleeya handled toilet cleaning and floor mopping.

Equipment Used:

Maid trolley

Wiping cloths

Trash bags

Cleaning chemicals

Room amenities (soap, shampoo, bottled water, coffee set)

Bed linens (bedsheet, duvet, pillowcase)

UMK Subject Link:

Facility Management: Applied practical skills in room sanitation and maintenance.

Professional Development: Practiced teamwork and task delegation.

Challenges:

Balancing cleaning tasks within time constraints while maintaining quality.

Solutions:

Clear communication and task division ensured all tasks were completed efficiently.

# data[].attributes.body
PUBLIC HOLIDAY (LABOUR DAY)

# data[].attributes.body
Work Process:

Attended morning briefing.

Paired with Mr. Ranjan to clean occupied and vacant dirty rooms on Level 9 and 17.

Tasks included stripping linen, removing trash, placing amenities, and sweeping the floor.

Later assisted Mr. Gharti in cleaning villa rooms on Level 3A.

Equipment Used:

Maid trolley

Cleaning cloths

Trash bags

Cleaning chemicals

Amenities (soap, shampoo, bottled water, coffee set)

Bed linens (bedsheet, pillowcase, duvet)

UMK Subject Link:

Room Division Management: Gained experience in handling both standard and premium (villa) rooms.

Facility Management: Practiced detailed cleaning procedures across different room categories.

Challenges:

-

Solutions:

-

# data[].attributes.body
Work Process:

Attended briefing with the supervisor.

Cleaned both Vacant Dirty and Occupied Dirty rooms on Level 16 under the guidance of Ms. Veron.

Followed full room cleaning SOP, including toilet cleaning.

Managed VCI (Vacant Clean Incomplete) rooms by collecting missing linens.

Counted and checked maid trolley items after cleaning.

Equipment Used:

Maid trolley

Wiping cloths

Trash bags

Toilet brush and disinfectant

Room amenities

Bed linens

UMK Subject Link:

Facility Management: Applied SOP for detailed cleaning.

Professional Development: Gained independence in handling tasks with minimal supervision.

Challenges:

First experience managing an entire floor independently.

Solutions:

Maintained composure and followed supervisor’s guidance carefully.

# data[].attributes.body
Work Process:

Assigned to clean 15 Vacant Dirty rooms and 1 Vacant Clean room on Level 16.

Completed standard cleaning tasks and left VCI rooms pending linen setup.

Two staff members assisted with linen setup after 6:00 PM.

Overtime was required due to a high number of rooms.

Equipment Used:

Maid trolley

Trash bags

Cleaning cloths

Toilet brush and solutions

Bed linens (king & twin)

Room amenities

UMK Subject Link:

Basic Management: Demonstrated time and resource management.

Challenges:

Time pressure and physical strain due to large number of rooms and linen size.

Solutions:

Team assistance and task prioritization helped complete the shift successfully.

# data[].attributes.body
OFF DAY

# data[].attributes.body
Work Process:

Collected and stripped dirty linens from Level 6 to 16.

Sorted linen for laundry by type.

Assisted Mrs. Sue in cleaning and organizing the office refrigerator.

Equipment Used:

Linen trolley

Bed linens

Cleaning cloths

UMK Subject Link:

Basic Management: Helped improve storage efficiency.

Challenges:

-

Solutions:

-

# data[].attributes.body
Work Process:

Assisted pest control team in opening vacant rooms.

Accidentally opened an occupied room due to failure to knock or ring bell.

Equipment Used:

Master keycard

UMK Subject Link:

Room Division Management: Importance of guest privacy and SOP adherence.

Professional Development: Learning from real workplace mistakes.

Challenges:

Opened an occupied room without announcement.

Solutions:

Took full responsibility, reviewed SOP, and promised to be more alert.

# data[].attributes.body
Work Process:

Cleaned 4 rooms on Level 8: 2 OD and 2 VD.

Verified status of Vacant Clean rooms.

Guided by Mrs. Mira and later helped decorate a honeymoon room.

Assisted Mr. Hazizul with basic cleaning tasks in the afternoon.

Equipment Used:

Maid trolley

Cleaning cloths

Trash bags

Room amenities

Bed linen (twin, king)

Decorative items (towel art, petals)

UMK Subject Link:

Professional Development: Multi-tasking and adaptability in different tasks.

Facility Management: Practical application of hygiene and presentation standards.

Challenges:

-

Solutions:

-

# data[].attributes.body
Work Process:

Assigned a special project with Aleeya to sweep and remove cobwebs along staircases from Level 27 to Ground Floor.

Equipment Used:

Long broom

Dustpan

Cobweb duster

UMK Subject Link:

Facility Management: General cleanliness of public areas.

Basic Management: Special projects and maintenance scheduling.

Challenges:

-

Solutions:

-

# data[].attributes.body
Work Process:

Stripped dirty linens from Level 13 to 19.

Sorted and prepared linen for laundry.

Received clean linen from Laundry Venture and arranged them neatly.

Prepared linen trolleys for next day.

Equipment Used:

Linen trolley

Linen shelves

Bed linens and towels

UMK Subject Link:

-

Challenges:

-

Solutions:

-

# data[].attributes.body
Work Process:

Cleaned 3 OD and 13 VD rooms on Level 17.

Worked under supervision of Ms. Jue and part-time staff.

Refreshed amenities and stocked janitor room.

Equipment Used:

Maid trolley

Cleaning tools and chemicals

Room amenities

UMK Subject Link:

Room Division Management: Room turnaround operations.

Professional Development: Coordination and multitasking.

Challenges:

-

Solutions:

-

# data[].attributes.body
Work Process:

Cleaned 14 Vacant Dirty rooms and 2 Vacant Clean rooms on Level 14.

Completed room cleaning, linen was pending (VCI).

Used order chit to record inventory and stored maid trolley.

Helped dispose of trash.

Equipment Used:

Maid trolley

Toilet cleaning tools

Order chit

Room amenities

UMK Subject Link:

Basic Management: Inventory control and teamwork.

Facility Management: Operational workflow.

Challenges:

High workload and extended working hours.

Solutions:

Completed tasks efficiently with teamwork and time extension.

# data[].attributes.body
OFF DAY

# data[].attributes.body
Work Process:

Attended a focus training session conducted by Mrs. Sue (Assistant Housekeeping Manager)

Participated in a focus game designed to test and improve staff concentration

Assigned to perform a supervisory-level task:

Double-checked Vacant Clean rooms on Level 27 to ensure they met hotel standards

Before the end of the shift, attended a second training session at 4:30 PM

Activities included focus and teamwork games to strengthen collaboration among staff

Equipment Used:

Room checklist for inspection (maid assignment listing)

Pen

Wiping cloth

UMK Subject Link:

Professional Development: Staff training and assessment.

Room Division Management: Inspection techniques.

Challenges:

-

Solutions:

-

# data[].attributes.body
Work Process:

Participated in a team-building training session

Engaged in a game focused on teamwork and cooperation among staff

After training, paired with Supervisor Ms. Jue to carry out room inspections

Checked Vacant Clean (VC) rooms to ensure they met cleanliness standards

Marked and noted rooms that were not fully clean or required improvements

After inspection, returned to the listed rooms and performed touch-up cleaning on areas that were not satisfactory

Equipment Used:

Room checklist

Pen

Housekeeping tools for touch-up

UMK Subject Link:

Professional Development: Teamwork and attention to detail.

Room Division Management: Post-cleaning inspection.

Challenges:

-

Solutions:

-

# data[].attributes.body
Work Process:

Attended morning briefing with supervisor.

Assigned to strip dirty linens from guest rooms, floor by floor.

Collected used beddings and towels for laundry.

Before the end of the shift, joined a short training session focused on testing staff’s concentration and listening skills through interactive games.

Equipment Used:

Linen trolley

UMK Subject Link:

Professional Development in Hospitality: Participated in soft skills training to enhance focus and active listening.

Challenges:

Ensuring proper linen collection from all floors without missing rooms.

Solutions:

Followed floor-by-floor checklist and coordinated with other staff to confirm completed sections.

# data[].attributes.body
Work Process:

Attended morning briefing, arrived slightly late (3 minutes) and reminded to improve punctuality.

Assigned to strip dirty linens from check out rooms on Level 12 to Level 19.

After linen duty, assisted staff member Mr. Rayraj with guestroom cleaning.

Helped with surface wiping, placing room amenities, sweeping the floor, and setting clean linens on beds.

Equipment Used:

Linen trolley

Wiping cloths

Trash bags

Room amenities (shampoo, soap, bottled water, coffee set)

Bed linens (bedsheet, duvet, pillowcase)

Broom and dustpan

UMK Subject Link:

Facility Management: Involvement in linen handling and room upkeep.

Professional Development in Hospitality: Demonstrated accountability and teamwork despite delay.

Basic Management: Time management and collaboration with fellow staff.

Challenges:

Late arrival affected initial task briefing.

Managing multiple cleaning duties in a short time frame.

Solutions:

Took initiative to quickly catch up and assist teammates.

Ensured work quality was not compromised despite time pressure.

# data[].attributes.body
Work Process:

Attended morning briefing with supervisor.

Assigned to strip dirty linens from guest check out rooms on Levels 6 through 11.

After the break, delivered clean linens and towels (pillowcase, bath towel, bath mat) to room attendants Mr. Raju, Mr. Imran, Mr. Amirul, and Ms. Anita.

After completing deliveries, assisted Mr. Deepak in cleaning a check-out room on Level 15.

Tasks included helping with trash disposal, wiping surfaces, placing amenities, and bed setup.

Equipment Used:

Linen trolley

Bed linens (bedsheet, pillowcase, duvet)

Bath towel

Bath mat

Trash bags

Wiping cloths

Cleaning chemicals

Room amenities

UMK Subject Link:

Room Division Management: Applied understanding of check-out room procedures.

Professional Development in Hospitality: Practiced communication and coordination with multiple staff members.

Challenges:

Time management when balancing delivery tasks and room cleaning.

Solutions:

Followed a planned sequence of tasks and communicated with team members to ensure all duties were completed on time.

# data[].attributes.body
OFF DAY

# data[].attributes.body
Work Process:

Attended morning briefing with the supervisor.

Assigned to work with Ms. Anati in the housekeeping office.

Input data into several records including:

Janitor Daily Stock Report

Extra Item Request Log

Lost and Found Disposal Form

Tasks involved checking, recording, and updating the relevant housekeeping forms into the system.

At around 4:00 PM, participated in a training session focused on strengthening team spirit and group cooperation through interactive team-based activities.

Game training include:

stock count

maid trolley setup

making bed

swan deco

Equipment Used:

Computer system

Housekeeping forms (daily stock, item request, lost & found)

UMK Subject Link:

Basic Management: Practical exposure to documentation and stock control.

Professional Development in Hospitality: Emphasis on teamwork and internal communication.

Information and Technology in Business: Record keeping and inventory tracking for operational efficiency.

Challenges:

Ensuring accuracy while entering multiple data sets.

Collaborating in team-based activities with staff from different roles.

Solutions:

Double-checked data before saving entries.

Practiced active listening and collaboration during training exercises.

# data[].attributes.body
Work Process:

Attended morning briefing session.

Participated in a group discussion to review and reflect on the team-building training conducted the previous day.

Presented discussion summary to Mrs. Sue, highlighting several identified issues, including:

Poor time management

Lack of attention to detail

Weak focus during tasks

Teamwork inefficiencies

Communication breakdowns

After the discussion, paired with Mrs. Mira to observe and assist with supervisory duties:

Monitored room status via the hotel system

Updated group housekeeping chat with check-out room status

Simultaneously assisted Mrs. Sue by taking photos for the training report, including:

Photos of team-building game activities

SOP photos at the swimming pool area

Equipment Used:

Hotel housekeeping system (E-Soft)

Maid trolley

Bed linens

UMK Subject Link:

Basic Management: Evaluating team performance and proposing improvements

Professional Development in Hospitality: Leadership practice and internal communication

Challenges:

Multitasking between administrative and field tasks

Expressing team concerns constructively during review

Solutions:

Managed tasks through prioritization and effective time use

Provided clear and honest feedback in a professional tone

# data[].attributes.body
Work Process:

Assigned by Mrs. Sue (Head of Department) to lead the morning staff briefing.

Briefed team members on daily tasks and reminders, practicing communication and leadership skills.

After briefing, updated Check-Out (CO) room status in the housekeeping WhatsApp group.

Paired with Mrs. Mira to conduct room inspections using the room checklist.

Equipment Used:

Room checklist

Pen

Hotel housekeeping system

Laptop

UMK Subject Link:

Professional Development in Hospitality: Demonstrated leadership through staff briefing and team communication

Challenges:

Feeling nervous giving a briefing to experienced staff

Solutions:

Prepared points before briefing to deliver clearly

# data[].attributes.body
Work Process:

Attended morning briefing with the supervisor.

Paired with staff member Mr. Izhar to perform touch-up cleaning for Vacant Clean rooms on Level 27.

Tasks involved detailed cleaning including:

Fan blade cleaning

Air-conditioning grill cleaning

General surface wiping

Sweeping and mopping floors

After completing Level 27, assisted Mr. Imran in cleaning vacant dirty room.

Equipment Used:

Ceiling Fan Brush Cleaner

Wiping cloths

Mop

Broom and dustpan

Cleaning chemicals and disinfectant

UMK Subject Link:

Room Division Management: Ensured Vacant Clean rooms met final inspection standards, Applied deep-cleaning skills to improve room condition and hygiene

Professional Development in Hospitality: Collaboration and task sharing in a team

Challenges:

Physical strain from cleaning high and hard-to-reach areas (fan, AC grill)

Solutions:

Used appropriate tools and worked in pairs to complete tasks safely and efficiently

# data[].attributes.body
Work Process:

Attended morning briefing with the supervisor.

Assigned to double-check Vacant rooms at the Villa section located on Level 3A to ensure cleanliness met hotel standards.

Performed touch-up cleaning for rooms that were still dusty or incomplete.

After room inspection and cleaning, returned to the housekeeping office to input Lost and Found data into the hotel’s system.

Equipment Used:

Maid assignment listing

Wiping cloths

Air freshener spray

Computer system (for Lost and Found records)

UMK Subject Link:

Facility Management: Maintained cleanliness standards in premium rooms

Basic Management: Practiced accurate data entry and inventory recording for guest property

Professional Development in Hospitality: Developed accountability and attention to detail

Challenges:

-

Solutions:

-

# data[].attributes.body
Work Process:

Attended the morning briefing session with the supervisor as part of daily routine.

Assigned to perform room cleaning on Level 25, focusing on maintaining hotel cleanliness standards for either check-out (VD) or occupied rooms.

Tasks included standard housekeeping procedures such as:

Trash disposal

Wiping all surfaces

Sweeping and mopping floors

Cleaning toilet and bathroom area

Replenishing room amenities

Changing and arranging linens on beds

Equipment Used:

Maid trolley

Wiping cloths

Trash bags

Toilet cleaning brush and disinfectant

Room amenities (soap, shampoo, bottled water, coffee set)

Bed linens (bedsheet, duvet, pillowcase)

Bath towel and bathmat

UMK Subject Link:

Room Division Management: Applied full housekeeping SOP for guestroom cleaning

Facility Management: Ensured proper sanitation and room readiness

Professional Development in Hospitality: Practiced independence and consistency in routine tasks

Challenges:

None significant; all tasks were managed efficiently due to routine familiarity

Solutions:

Maintained time management and followed the SOP step by step

# data[].attributes.body
OFF DAY

# data[].attributes.body
Work Process:

Attended morning briefing as usual.

Assigned to the Public Area (PA) section for the day.

Supervisor Mr. Iwan introduced and explained the types of cleaning chemicals used for various public area tasks (disinfectant, glass cleaner).

Received a tour of public areas that require regular maintenance, including lobby, guest toilets, corridors, entrances and meeting room.

Assisted Mr. Asyraf with cleaning duties:

Swept the hotel lobby area

Disinfected high-touch surfaces (door handles, counters)

Performed touch-up cleaning in the guest toilet

Swept and mopped the Swiss Café area

Equipment Used:

Public Area cleaning trolley

Sweeping broom and dustpan

Disinfectant spray and cloth

Toilet cleaning brush

Cleaning chemicals (multi-purpose cleaner, disinfectant)

Gloves and safety gear

UMK Subject Link:

Room Division Management: Gained exposure to non-room areas within the housekeeping scope

Professional Development in Hospitality: Practiced hygiene protocols and learned to interact professionally in visible guest areas

Challenges:

Need for extra attention in visible areas like the lobby due to high guest traffic

Learning to manage public space cleanliness without disturbing guest movement

Solutions:

Observed and followed instructions carefully from senior staff

Maintained professional behavior and ensured cleaning was done discreetly and efficiently

# data[].attributes.body
Work Process:

Attended morning briefing with the supervisor.

Initially assigned to Public Area (PA) cleaning with Mr. Asyraf.

Carried out toilet cleaning on Level 6 (BlueSky area), including disinfecting surfaces, mopping, and restocking supplies.

After a short while, was reassigned to guestroom cleaning on Level 13 due to a shortage of staff.

Performed room cleaning tasks such as:

Trash disposal

Surface wiping

Sweeping and mopping floors

Bed making with clean linens

Replenishing room amenities

Equipment Used:

Public area trolley

Toilet brush and cleaning chemicals

Mop and bucket

Maid trolley (for room cleaning)

Wiping cloths

Bed linens and room amenities

UMK Subject Link:

Room Division Management: Adapted work process based on operational needs

Professional Development in Hospitality: Demonstrated flexibility and teamwork during staff shortage

Challenges:

Sudden task change required quick adjustment from public to guest area cleaning

Balancing duties in limited time

Solutions:

Prioritized tasks based on urgency

Maintained communication with supervisors and team members for effective coordination

# data[].attributes.body
Work Process:

Assigned to Public Area (PA) duty, with a focus on the main lobby area.

Tasks included:

Sweeping and maintaining cleanliness in the lobby

Disinfecting high-touch surfaces such as door handles, counters, and lift buttons

Later in the shift, was instructed to replace staff member Mr. Faiz, who was on emergency leave, to assist in guestroom cleaning on Level 13.

Continued with standard room cleaning procedures including:

Trash removal

Surface wiping

Bed linen replacement

Floor sweeping and mopping

Restocking room amenities

Equipment Used:

Public area cleaning tools (broom, disinfectant spray, cloths)

Maid trolley (for room cleaning)

Cleaning chemicals

Bed linens and amenities

UMK Subject Link:

Facility Management: Maintained hygiene in both shared and private guest areas

Room Division Management: Applied cleaning SOPs in guestroom service

Professional Development in Hospitality: Demonstrated adaptability by covering for an absent team member

Challenges:

Required to manage two different work zones (lobby and guestroom) in a single shift

Solutions:

Maintained focus and time management by completing lobby duties promptly

# data[].attributes.body
Work Process:

Attended a short morning briefing due to the busy schedule during school holiday period.

Assigned to perform room cleaning on Level 20, consisting of:

1 Vacant Clean (VC) room

13 Occupied Dirty (OD) rooms

2 Vacant Dirty (VD) rooms

Received support from Samira and a part-time staff member who helped clean the VD rooms and set up VCI (Vacant Clean Incomplete) rooms with linen.

After completing Level 20, assisted Samira and Iffah in installing bed linens for other remaining VCI rooms on different levels.

Equipment Used:

Maid trolley

Cleaning cloths and disinfectant

Cleaning chemicals

Room amenities (shampoo, soap, water, coffee set)

Bed linens (bedsheet, pillowcase, duvet)

UMK Subject Link:

Room Division Management: Practiced handling multiple room statuses (VC, VD, OD, VCI) efficiently

Challenges:

High room turnover due to school holiday crowd

Managing time effectively between cleaning and linen setup

Solutions:

Prioritized room types based on check-in urgency

Worked as a team with full-time and part-time staff to divide responsibilities and complete tasks faster

# data[].attributes.body
Work Process:

Attended a short morning briefing due to the busy operation schedule.

Assigned to clean rooms on Level 18.

In the morning, focused on cleaning Occupied Dirty (OD) rooms first.

Cleaned OD rooms in between check-out rooms as they became available.

After completing OD rooms, focused on Vacant Dirty (VD) / Check-Out rooms.

Supervisor Ecah assisted by:

Setting up linens for VCI (Vacant Clean Incomplete) rooms

Cleaning the toilet in a VD family room

Later, a part-time (PT) staff member assisted with:

Trash removal

Surface wiping to speed up the cleaning process

Equipment Used:

Maid trolley

Trash bags

Wiping cloths

Cleaning chemicals (disinfectant, toilet cleaner)

Toilet brush

Room amenities

Bed linens (bedsheet, pillowcase, duvet)

UMK Subject Link:

Professional Development in Hospitality: Practiced teamwork, multitasking, and leadership support under busy conditions

Challenges:

High number of rooms to manage in a short time

Handling larger family rooms with more detailed cleaning required

Solutions:

Prioritized task flow between OD and VD rooms

Collaborated effectively with supervisor and part-time staff to meet time targets and quality standards

# data[].attributes.body
Work Process:

Attended a short morning briefing due to school holiday peak season.

Assigned to clean Level 19 guest rooms.

Total room count: 5 Occupied Dirty (OD) and 11 Vacant Dirty (VD) rooms.

Tasks included:

Trash disposal

Surface wiping

Setting up room amenities

Sweeping and mopping floors

Received help from part-time (PT) staff for basic cleaning support.

Equipment Used:

Maid trolley

Trash bags

Wiping cloths

Cleaning chemicals

Room amenities

Bed linens

UMK Subject Link:

Professional Development in Hospitality: Practiced adaptability under workload pressure

Challenges:

High number of rooms within one shift

Managing both OD and VD rooms efficiently

Solutions:

Worked systematically from room to room with PT support

Prioritized check-out rooms for faster turnover

# data[].attributes.body
Work Process:

Participated in a short morning briefing.

Continued cleaning duties on Level 19, covering:

3 Occupied Dirty (OD) rooms

13 Vacant Dirty (VD) rooms

Responsibilities included:

Trash collection

Surface cleaning

Sweeping and mopping

Replacing room amenities and linen

Part-time staff helped with basic tasks to save time.

Equipment Used:

Maid trolley

Cleaning chemicals

Trash bags

Bed linens and amenities

Wiping cloths

UMK Subject Link:

Room Division Management: Applied SOP consistently across multiple rooms

Professional Development in Hospitality: Built discipline and work consistency

Challenges:

Large number of VD rooms with short cleaning windows

Solutions:

Worked closely with PT staff and maintained a consistent cleaning routine

# data[].attributes.body
Work Process:

Briefed shortly in the morning due to ongoing school holiday peak.

Continued on Level 19, cleaning:

6 Occupied Dirty (OD) rooms

10 Vacant Dirty (VD) rooms

Among the VD rooms, 4 were family-sized rooms, which required more time and effort.

Tasks performed:

Cleared trash

Wiped and sanitized surfaces

Swept and mopped all areas

Changed and arranged bed linens

Restocked amenities

Equipment Used:

Maid trolley

Wiping cloths

Trash bags

Bed linens and room amenities

Toilet brush and disinfectant

UMK Subject Link:

Professional Development in Hospitality: Strengthened physical stamina and resilience

Challenges:

Cleaning large family rooms was physically exhausting and time-consuming

Solutions:

Took short breaks when needed, and worked systematically

Cooperated with part-time staff for task distribution

# data[].attributes.body
Work Process:

Attended a short morning briefing, as operations remained busy during the school holiday season.

Assigned to clean rooms on Level 19, consisting of:

2 Vacant Clean (VC) rooms

5 Occupied Dirty (OD) rooms

9 Vacant Dirty (VD) rooms

Started with cleaning rooms and left them as VCI (Vacant Clean Incomplete) if linens were not yet available.

After completing Level 19, was instructed by Supervisor Mira to assist Mr. Ray Raj on Level 21 with guestroom cleaning.

Supervisor Mira also helped by:

Setting up linens in rooms on Level 19

Completing the setup to convert rooms from VCI to VC

Equipment Used:

Maid trolley

Cleaning cloths

Trash bags

Room amenities

Bed linens (bedsheet, duvet, pillowcase)

Cleaning chemicals and toilet brush

UMK Subject Link:

Room Division Management: Applied SOPs to different room statuses (OD, VD, VCI, VC)

Facility Management: Maintained room functionality and cleanliness

Professional Development in Hospitality: Practiced teamwork and flexibility in multi-floor operations

Challenges:

Limited linen supply initially delayed room conversion

Solutions:

Prioritized cleaning sequence and marked VCI status for follow-up

Communicated with supervisors and followed task delegation efficiently

# data[].attributes.body
LEAVE DUE TO FINGER NUMBNESS

# data[].attributes.body
Work Process:

Assigned to Level 20, sharing the floor with Mr. Mohd:

I was responsible for Studio City View rooms

Mr. Mohd was responsible for Studio Sea View rooms

Worked together to clean rooms that had already checked out, regardless of assigned side.

For rooms without linen, cleaning was done as usual and marked as VCI (Vacant Clean Incomplete) to be completed once linen arrived.

Tasks included:

Trash removal

Surface wiping

Sweeping and mopping

Restocking available amenities

Equipment Used:

Maid trolley

Wiping cloths

Trash bags

Cleaning chemicals

Amenities (shampoo, soap, coffee set, water bottles)

UMK Subject Link:

Professional Development in Hospitality: Demonstrated teamwork and floor coordination during peak turnover

Challenges:

Incomplete linen stock delayed full room conversion

Shared responsibility required strong coordination

Solutions:

Focused on cleaning tasks first to maximize time

Collaborated effectively with Mr. Mohd to ensure all check-out rooms were covered

# data[].attributes.body
PUBLIC HOLIDAY (EID AL-ADHA)

# data[].attributes.body
Work Process:

Attended morning briefing with the supervisor.

Assigned to clean rooms on Level 26, with the following room statuses:

7 Vacant Clean (VC)

2 Occupied Dirty (OD)

7 Vacant Dirty (VD)

Carried out room cleaning based on SOPs, including:

Trash removal

Surface wiping

Setting up amenities

Changing linens (for VCI → VC conversion)

Sweeping and mopping

Completed tasks earlier than usual.

Assisted other housekeeping staff who had not finished their assigned rooms.

Ended shift by collectively disposing trash with other staff members.

Equipment Used:

Maid trolley

Wiping cloths

Trash bags

Cleaning chemicals

Room amenities

Bed linens

UMK Subject Link:

Room Division Management: Efficiently handled different room statuses and contributed to overall cleanliness

Facility Management: Ensured all operational areas were cleaned before end of shift

Professional Development in Hospitality: Demonstrated initiative and teamwork by supporting colleagues after completing own tasks

Challenges:

No major challenges reported on this day due to smooth workflow

Solutions:

Maintained early pace and offered help to support overall department productivity

# data[].attributes.body
Work Process:

Attended morning briefing as usual.

Assigned to clean rooms on Level 24, consisting of:

4 Vacant Clean (VC)

1 Occupied Dirty (OD)

11 Vacant Dirty (VD) rooms

Performed standard cleaning tasks, and for rooms without linen, completed cleaning first and left them as VCI (Vacant Clean Incomplete).

Once linen was delivered, returned to complete VCI rooms.

Continued by finishing the remaining VD rooms, including 4 large family rooms, which required extra effort and time.

Took a short break and assisted with carrying 10 cartons of mineral water up to the housekeeping office.

Later, Mr. Ram helped set up linen and do wiping in the final 3 rooms, which sped up the completion.

Equipment Used:

Maid trolley

Cleaning cloths

Trash bags

Mop and bucket

Room amenities

Bed linens

Mineral water cartons (for logistics)

UMK Subject Link:

Professional Development in Hospitality: Showed endurance, adaptability, and teamwork

Challenges:

Cleaning 4 family rooms was physically tiring

Solutions:

Cleaned VCI rooms first and topped up linens later

Worked with Mr. Ram to complete the last rooms faster and maintain cleaning standards

# data[].attributes.body
OFF DAY

# data[].attributes.body
OFF DAY

# data[].attributes.body
Work Process Involved:

First day at the Front Office

Mr. Arif taught how to make remarks for online bookings (Agoda, Booking.com, Ctrip, Tiket, Traveloka)

Learned how to call guests for check-out

Attended a staff briefing with all team members at 3:00 PM

Equipment Used:

Computer

Telephone

Notebook

Pen

Related Theory/Subject (UMK):

Information and Technology in Business – understanding system usage

Customer Service in Hospitality – communicating with guests

Hotel Operations – importance of daily briefing and teamwork

Issues/Challenges:

New to the system and OTAs

Nervous when calling guests

Solution:

Observed Mr. Arif’s examples first

Used a simple script for the phone call

# data[].attributes.body
Work Process Involved:

Continued making remarks for online bookings as usual

Tried to call guests for check-out (still felt a bit nervous)

Ms. Anis taught how to make a booking for guests from WhatsApp inquiries

Attended a staff briefing at 3:00 PM

Equipment Used:

Computer

Telephone

Notebook

Pen

Related Theory/Subject (UMK):

Information and Technology in Business – managing guest bookings through digital communication

Customer Service in Hospitality – handling guest communication professionally

Hotel Operations – daily work routine and briefing

Issues/Challenges:

Still nervous when calling guests

Solution:

Practiced more phone calls to gain confidence

# data[].attributes.body
Work Process Involved:

Continued making remarks in the system

Answered internal calls from in-house guests (questions or requests)

Attended a staff briefing at 3:00 PM

Equipment Used:

Computer

Telephone

Notebook

Pen

Related Theory/Subject (UMK):

Information and Technology in Business – updating guest information in the system

Customer Service in Hospitality – handling guest requests and communication

Issues/Challenges:

Needed to listen carefully and respond correctly to guest requests over the phone

Solution:

Paid full attention while taking calls

Asked for help from senior staff if unsure

# data[].attributes.body
Work Process Involved:

Made remarks as usual for bookings from travel agents

Ms. Ain taught how to make remarks for SynXis and SBKT platforms

Duty Manager Mr. Sharul explained step-by-step how to speak with guests over the phone for check-out

Answered calls from in-house guests

Attended staff briefing at 3:00 PM

Equipment Used:

Computer

Telephone

Notebook

Pen

Related Theory/Subject (UMK):

Information and Technology in Business – using multiple booking platforms (SynXis, SBKT)

Customer Service in Hospitality – learning proper phone communication with guests

Hotel Operations – handling daily guest communication and attending briefing

Issues/Challenges:

New to SynXis and SBKT platforms

Needed to build confidence in speaking clearly to guests on the phone

Solution:

Followed the steps given by Mr. Sharul

Practiced with guidance from Ms. Ain

# data[].attributes.body
Work Process Involved:

Made remarks in the system

Called guests to remind them about check-out

Attended staff briefing at 3:00 PM

Equipment Used:

Computer

Telephone

Notebook

Pen

Related Theory/Subject (UMK):

Customer Service in Hospitality – handling guest communication over the phone

Hotel Operations – daily tasks and briefing routine

Issues/Challenges:

Still building confidence when calling guests

Solution:

Referred to the step-by-step phone guide

Practiced tone and wording before calling

# data[].attributes.body
Work Process Involved:

Made remarks in the system

Mr. Sharul explained the importance of making remarks (to double-check guest bookings)

Learned how many OTAs are used by Swiss-Belhotel and the hotel system (E-Soft)

Mr. Sharul demonstrated how to answer guest calls and supervised me while I tried it

Made a room reservation for a guest through WhatsApp

Ms. Ily taught how to create a booking using a corporate rate for a travel agent

Chatted with the guest, provided room details and pricing

Attended staff briefing at 3:00 PM

Equipment Used:

Computer

Telephone

WhatsApp

Notebook

Pen

Related Theory/Subject (UMK):

Room Division Management – booking process and call handling

Information and Technology in Business – using E-Soft and online platforms (OTA, WhatsApp)

Organizational Behavior – following instructions, working under supervision, and communication with guests

Issues/Challenges:

Still learning the corporate rate system and OTA details

Nervous when speaking to guests over the phone

Solution:

Practiced answering calls under Mr. Sharul’s guidance

Referred to Ms. Ily’s instructions for corporate bookings

Used written message templates for WhatsApp communication

# data[].attributes.body
Work Process Involved:

Double-checked guest bookings through OTA platforms and made remarks in the system

Answered internal and external calls for room bookings or room rate inquiries

Called guests to remind them about check-out

Ms. Ily taught how to make bookings for guests using vouchers

Attended staff briefing at 3:00 PM

Equipment Used:

Computer

Telephone

Notebook

Pen

Related Theory/Subject (UMK):

Room Division Management – handling guest check-out, room rates, and bookings

Information and Technology in Business – managing OTA systems and using E-Soft for updates

Organizational Behavior – teamwork and communication during calls and staff briefing

Issues/Challenges:

New to handling voucher bookings

Needed to respond quickly to guest pricing inquiries

Solution:

Followed Ms. Ily’s instructions step-by-step

Took notes for future reference when handling similar calls

# data[].attributes.body
Work Process Involved:

Made remarks in the system

Called guests to remind them about check-out

Answered external calls for inquiries and room bookings

Made room bookings for guests

Attended staff briefing at 3:00 PM

Equipment Used:

Computer

Telephone

Notebook

Pen

Related Theory/Subject (UMK):

Room Division Management – handling guest check-outs and room reservations

Customer Service in Hospitality – managing guest communication professionally

Information and Technology in Business – using hotel systems for booking and updates

Issues/Challenges:

Needed to respond to various types of guest questions quickly and clearly

Solution:

Stayed calm and followed standard procedures when answering calls

Used system knowledge and past experience to complete bookings accurately

# data[].attributes.body
Work Process Involved:

Made remarks in the system as usual

Ms. Ain taught how to make remarks for bookings from Tiket.com and Klook.com

Called guests to remind them about check-out

Answered internal and external calls for bookings or general inquiries

Made room bookings for guest

Equipment Used:

Computer

Telephone

Notebook

Pen

Related Theory/Subject (UMK):

Room Division Management – handling various booking sources and guest check-out

Customer Service in Hospitality – responding to guest inquiries and calls

Information and Technology in Business – managing online booking platforms and system updates

Issues/Challenges:

New platforms like Tiket.com and Klook.com required extra attention to detail

Solution:

Followed Ms. Ain’s guidance

Referred to past booking examples for accuracy

# data[].attributes.body
Work Process Involved:

11:00 AM – 4:00 PM: Operations Section

Double-checked guest bookings and updated remarks in the system

Called guests for check-out and asked if they had made any extension bookings

4:00 PM – 7:00 PM: Receptionist Section

Paired with Ms. Tasya to observe the check-in process for guest rooms

Equipment Used:

Computer

Telephone

Notebook

Pen

Related Theory/Subject (UMK):

Room Division Management – handling bookings, extensions, and check-in process

Customer Service in Hospitality – guest communication and front desk interaction

Information and Technology in Business – using hotel system for reservations and updates

Issues/Challenges:

Needed to observe and understand the full check-in flow at the receptionist counter

Solution:

Focused on Ms. Tasya’s method step-by-step

Asked questions for clarification to better understand the procedure

# data[].attributes.body
Work Process Involved:

Made remarks in the system

Called guests to remind them about check-out

Answered internal and external calls (for inquiries and bookings)

Made room bookings for guests

Attended staff briefing at 3:00 PM

Equipment Used:

Computer

Telephone

Notebook

Pen

Related Theory/Subject (UMK):

Room Division Management – managing bookings, check-out calls, and guest inquiries

Customer Service in Hospitality – communicating with guests by phone and assisting with requests

Information and Technology in Business – updating and managing data in the hotel system

Issues/Challenges:

-

Solution:

-

# data[].attributes.body
OFF DAY

# data[].attributes.body
Work Process Involved:

11:00 AM – 1:30 PM: Receptionist Section

Mr. Sharul and Mr. Arif taught how to perform guest check-out in the system

Practiced checking out a guest in the system under Mr. Arif’s supervision

Performed closing procedures and handled cash drop at the end of the shift

2:00 PM – 7:00 PM: Operations Section

Made remarks in the system as usual

Answered incoming calls from guests (internal and external)

Equipment Used:

Computer

Telephone

Key card encoder

Notebook

Pen

Related Theory/Subject (UMK):

Room Division Management – hands-on practice with check-out procedures

Customer Service in Hospitality – assisting and communicating with guests during check-out and over the phone

Information and Technology in Business – using E-Soft to update guest status and remarks

Issues/Challenges:

First time performing a check-out independently in the system

Solution:

Carefully followed the steps taught by Mr. Arif and asked questions when unsure

# data[].attributes.body
Work Process Involved:

Morning shift started at 7:00 AM

Assisted with checking out guests at the reception counter

Observed Ms. Fath entering reservation details using a voucher, under the supervision of Mr. Sharul

Ms. Fath taught the step-by-step process to check-in guests in the system

Performed closing procedures and handled cash drop at the end of the shift

Attended staff briefing at 3:00 PM

Equipment Used:

Computer

Telephone

Key card encoder

Notebook

Pen

Related Theory/Subject (UMK):

Room Division Management – check-in, check-out, and shift closing procedures

Customer Service in Hospitality – guest handling and front desk interaction

Information and Technology in Business – updating guest data and managing bookings in the system

Issues/Challenges:

Needed to understand the correct steps for voucher handling and system check-in

Solution:

Learned through observation and hands-on guidance from Ms. Fath